Dell Support Services
		For more information download the support documentation by clicking on the corresponding link
	Basic Hardware Support
	Type of On-Site Response	On-Site Response Time	Restrictions/Special Terms
	Next Business Day On-Site Response Service	Following phone-based troubleshooting, a technician can usually be dispatched to arrive on-site the next business day. Subject to parts availability	•Available 5 days/week - excluding regularly observed local holidays- during local business hours. •Calls received by Dell after local cut-off time and/or dispatches made after that time may require an additional business day for service technician and/or part to arrive. •On select Dell models only. •Where Next Business Day service is not available an alternative SLA will be agreed depending on system location
	ProSupport for End Users			Index
	Type of On-Site Response	On-Site Response Time	Restrictions/Special Terms
	4-Hour On-Site Service	Technician aims to arrive on-site within 4 hours after completion of phone-based troubleshooting. Subject to Parts availability.	•Available 7 days/week, 24 hours/day - including holidays. •Available within defined 4 hour response locations. •On select Dell models only. •Emergency dispatch in parallel with troubleshooting available for Mission Critical Severity Level 1.
	Type of On-Site Response	On-Site Response Time	Restrictions/Special Terms
	Next Business Day On-Site Response Service	Following phone-based troubleshooting, a technician can usually be dispatched to arrive on-site the next business day. Subject to Parts availability.	•Available 5 days/week, 8 hours/day – excluding local holidays. •Limited to locations beyond 4 hour response locations. •Calls received by Dell Expert Centre after- local cut-off Customer time -(local business days) and/or dispatches made after that time may require an additional business day for service technician to arrive at Customer’s location. •On select Dell models only. •Where Next Business Day service is not available an alternative SLA will be agreed
	ProSupport for IT
	Type of On-Site Response	On-Site Response Time	Restrictions/Special Terms
	4-Hour On-Site Service	Technician aims to arrive on-site within 4 hours after completion of phone-based troubleshooting. Subject to Parts availability.	•Available 7 days/week, 24 hours/day - including holidays. •Available within defined 4 hour response locations. •On select Dell models only. •Emergency dispatch in parallel with troubleshooting available for Mission Critical Severity Level 1.
	Type of On-Site Response	On-Site Response Time	Restrictions/Special Terms
	Next Business Day On-Site Response Service	Following phone-based troubleshooting, a technician can usually be dispatched to arrive on-site the next business day. Subject to Parts availability.	•Available 5 days/week, 8 hours/day – excluding local holidays. •Limited to locations beyond 4 hour response locations. •Calls received by Dell Expert Centre after- local cut-off Customer time -(local business days) and/or dispatches made after that time may require an additional business day for service technician to arrive at Customer’s location. •On select Dell models only. •Where Next Business Day service is not available an alternative SLA will be agreed