Choosing the right warranty and support for your Dell hardware can be one of the most overlooked steps in the buying process. Selecting the wrong support plan can negatively impact your long-term productivity and overall impression of the original equipment manufacturer (OEM).
But how do you choose the proper Dell support plan for your small business?
As we all know, “life happens,” and it’s best to be prepared for those situations. Below is a detailed comparison of Dell’s Basic Support, ProSupport, and ProSupport Plus plans, updated with information about additional services like next business day and on-site options.
Dell Onsite Basic Support
Dell Basic Support is the entry-level warranty plan designed for hardware break/fix situations, such as hard drive failure, memory (RAM) issues, power supply unit (PSU) failure, display malfunctions, motherboard problems, or battery/fan failures. It includes access to a general telephone support queue for hardware troubleshooting, available during regular business hours (Monday through Friday from 6:00 AM to 7:00 PM). This support excludes holidays unless stated otherwise for specific products.
Basic Support includes the following options:
- Next Business Day Onsite Service: After remote diagnosis, a technician may be dispatched to your business location during regular business hours. Next-day onsite service applies to issues stemming from defects in materials or workmanship.
- Mail-in Service: Available depending on the level of support purchased, repairs are handled via mail-in service centers.
Example use case: A small business uses Dell PowerVault for long-term data archiving and opts for Basic Support, as immediate uptime isn’t critical.
While Basic Support may suffice for non-critical hardware, it has limited response times and coverage. For businesses needing faster resolutions, we recommend ProSupport or ProSupport Plus. Learn more about Dell Basic Support.
Dell ProSupport (Recommended for Laptops and Critical Hardware)
ProSupport is Dell’s enterprise-level support plan. The ProSupport plan offers faster response times, enhanced troubleshooting, and advanced hardware and software assistance options.
Key features of ProSupport include:
- 24×7 Access: Direct access to highly trained experts for hardware and software troubleshooting.
- Next Business Day and On-Site Options: Remote troubleshooting and on-site dispatch with four- and eight-hour parts and labor response options.
- Third-Party Software Assistance: Support for data center and end-user applications, operating systems, and firmware.
- Emergency Support: Accelerated parts and labor dispatch for severity-level issues identified by the customer.
- Online Management Tools: TechDirect lets you easily manage parts and service requests.
- Remote Management: Options to remotely monitor and manage your data center hardware.
- Data Protection: Options for data and asset protection services.
Example use case: A medium-sized company uses Dell Unity XT for file sharing across departments. They choose ProSupport to ensure minimal downtime and fast recovery during hardware failures.ProSupport is ideal for businesses that rely on laptops, desktops, and other critical hardware to maintain productivity. Learn more about Dell ProSupport.
Dell ProSupport Plus (Recommended for Mission-Critical Hardware)
This is the complete package for everything that is MISSION CRITICAL. ProSupport Plus is Dell’s most comprehensive support service, designed for mission-critical equipment like servers, storage, and networking. It combines all the benefits of ProSupport with additional features for proactive monitoring and issue prevention.
Key features of ProSupport Plus include:
- Priority Access 24x7x365: ProSupport engineers are available around the clock to resolve hardware and software issues.
- Predictive Analysis: Enabled by SupportAssist, this feature prevents issues before they occur.
- Proactive Monitoring and Case Creation: Automated detection and notification for faster issue resolution.
- Centralized Asset Management: Manage all your asset alerts from a single portal with TechDirect or use tools you already use, such as Microsoft SCOM, Remedy, KACE, and OpenManage Essentials.
- Accidental Damage Repair: Covers repairs for drops, spills, and power surges.
- Hard Drive Retention: Retain your hard drive after replacement to ensure data security.
- Dedicated Technology Service Manager: A single point of contact for issue resolution and monthly reporting.
Example use case: An enterprise relies on Dell PowerStore for its virtualized environment. ProSupport Plus offers 24/7 proactive monitoring and rapid response, which is critical for preventing disruptions in business-critical workloads.For businesses relying on hardware that cannot afford downtime, ProSupport Plus is the only option. Learn more about Dell ProSupport Plus.
Comparing Dell Support Options
| Feature | Dell Basic Support | Dell ProSupport | Dell ProSupport Plus |
| Support Hours | Business hours only | 24×7 | 24×7 |
| Response Time | Next Business Day | 4- and 8-hour parts and labor options | 4- and 8-hour parts and labor options |
| Onsite Service | During business hours | Available | Available |
| Proactive Monitoring | Not available | Not available | Automated issue prevention via SupportAssist |
| Accidental Damage Coverage | Not available | Optional | Included |
| Hard Drive Retention | Not available | Optional | Included |
| Ideal Use Case | Basic, non-critical hardware | Laptops, desktops, and critical hardware | Mission-critical servers, storage, networking |
vTECH io Recommendations for Dell Support
At vTECH io, we understand that choosing the right Dell support plan depends on your business needs. Here are our recommendations:
- Basic Support: Basic support is suitable for non-critical hardware that does not directly impact day-to-day operations. However, its limitations make it less suitable for most businesses. At vTECH io, we are more than happy to offer white-glove service and warranty for customers, but sometimes Dell’s basic support severely limits our options and is usually not enough support.
- ProSupport: ProSupport is ideal for office computers, laptops, and critical hardware. It ensures faster response times and access to U.S.-based support. If purchasing computers for the office, managers, remote workers, or C-level employees, we recommend having ProSupport as the minimum level of support. This will give you U.S.-based support and a special phone number to call if you are having an issue. We will always tell clients to purchase ProSupport when buying laptops or critical hardware.
- ProSupport Plus: This is a must for mission-critical hardware like servers, storage, and networking. The proactive monitoring and priority support minimize downtime and ensure business continuity. If you cannot continue to work without this hardware, you must go with ProSupport Plus. This will give you 24/7/365 access to engineers, as well as monitoring and analysis for issue prevention.
ProSupport and ProSupport Plus provide unparalleled value and peace of mind for businesses looking to streamline IT management and enhance hardware reliability.
Let vTECH io Help You Choose
Navigating Dell’s warranty and support options can be overwhelming; you don’t have to do it alone. As a Dell Platinum Partner, we’re here to help you select the best support plan for your business needs. Whether you need next business day onsite service or comprehensive coverage for mission-critical hardware, we’ve got you covered.
Contact us today to learn more about how Dell’s support plans can help your business thrive. Or, read our customer reviews to see for yourself!