Dell Premiere Enterprise Support Services

Flexible Support for Diverse Environment

Diversity characterizes today's IT environments of server, storage and network systems and implementations range from basic file servers to mission-critical data centers. Your technical support needs vary and must keep up with your business requirement and ever-changing environment.

DellTM Enterprise Services are designed to meet your unique technology and business needs. Rely on Dell for fast, technical support required to ensure the stability and reliability of your systems.

Enterprise Services

With Enterprise Services suite, Dell becomes a partner to your organization working closely with you to resolve problems quickly and smoothly, no matter how large or small the incident. You receive immediate access to Dell's senior-level hardware and software experts and fast resolution turnaround. In addition, Dell's Gold Enterprise Services offers high-level 24x7x365 support for server and storage environments that demand optimum uptime. With Enterprise Services, Dell provides attentive support, focused on maximizing your system availability.

Gold Enterprise Services
Gold offers around-the-clock, rapid, expert support for production systems. Key program features include: engineer-to-engineer support through the Gold Queue; Technical Account Management Team services; same day 24x7 on-site1 response; customer-defined call priority; seamless support for select third-party vendors; Options include: Dell EMC Preventive Maintenance, on-site engineer, on-site spare, training and certification services.
Gold level support is standard on all Dell EMC storage system. Dell EMC Support and Services.
Silver Same Day1 Basic Response
Silver support offers enhanced, prompt remote and on-site service designed for non-time-sensitive system such as development or departmental servers. Silver support features 4-hour1 Same Day on-site hardware support, software support resolution, telephone-based troubleshooting and access to our online support tools.
Bronze Next Business Day2 (NBD) Basic Response
For basic hardware support level, Dell offers Bronze NBD Basic Response. Bronze service allows you to easily budget system maintenance with the lowest level of system support costs, including NBD Response on-site2 hardware support, lifetime telephone-based troubleshooting and access to our online support tools.

Learn/Read more : http://www1.ap.dell.com/content/topics/topic.aspx/ap/topics/services/en/pesstiers?c=sg&l=en&s=bsd
PC Tech Support - Onsite Field experiences
PC, MAC Desktop & Server Computer Technical Support
PC Tech Support - Software, Hardware, Remote and Onsite Field Experiences
Supporting Technologies in the area of Computers, Desktops, Servers, Networks

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Remote Support & Small Business.

PSTS' expert team focuses on resolving issues, scheduling requests and allowing you to concentrate on your business. Utilizing Frontrange Solutions' Heat® (IT service management software) to track your support calls from first contact through resolution, we provide a mix of online and on-demand remote support software and on-site computer services. Support solutions are tailored to meet the specific on demand challenges of your organization. The solution can be a mix of your staff and PSTS personnel.
PSTS Approach
First-Level Support - Skilled technicians available to resolve a wide variety of issues and fulfill various requests. Specialists in troubleshooting a wide range of issues. Skilled phone and remote desktop control for support technicians. Priority and call type assignment. Dispatch of PSTS field technicians. Call escalation to second level support. Second-Level Support-Skilled technicians capable of getting to the root cause of issues. Specialists in Microsoft Windows, Microsoft Active Directory, Cisco, Dell, and other leading networking products. Resolution action plan development and implementation. Skilled computer remote support technicians. Field Support Technicians - PSTS' hands-on network support team. Specialists in installations, troubleshooting, on-site client interaction, and remote computer control for desktop remote support dispatched by PSTS first level or by your staff. PSTS DeliverablesProfessional, timely, expert problem resolution managed by our experienced management team. Scheduled moves, adds and changes. Automated email reporting of ticket creation, re-assignments and resolution descriptions. Scheduled call trend reporting to allow you to make appropriate decisions regarding your computer remote control IT environment.

About PennPSTS is a premier Information Technology consulting firm located in Wilkes-Barre, Pennsylvania. PSTS is a proud member of the Penn Millers Group, a financially stable and growth-oriented group of companies whose founding member dates back to 1887. It is PSTS' philosophy to help you make comprehensive, informed and cost-effective IT decisions for remote support. PSTS differentiates itself from other IT consulting firms by not only designing and implementing the right solution, but also ensuring that your organization is prepared to maintain those solutions. We'll be there at your side providing the service that has built PSTS' rock-solid reputation with our customers. Whether your organization is looking for a partner to handle a project from start to finish or to merely assist your internal IT department in a particular analysis or deployment, PSTS has the flexibility to accommodate your unique business needs. One size does not fit all in the remote PC control technology world and our consulting methodology ensures that PSTS understands your organization and its unique requirements before recommending a solution. PSTS acts in a consultative fashion because we believe remote pc control technology solutions should facilitate business processes, not restrict them. We understand today's competitive on demand remote PC control marketplace and the role of technology as an enabler of your business strategy. Let PSTS Empower Your Business Through Technology.
Learn/Read More: http://www.pennsoftware.com/




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