Support Services APIs Support Case Management API Dispatch Request API Warranty Status API

2 Global Support and Deployment Dell’s customer support APIs (application programming interfaces) are designed to connect customers to Dell technical support systems within their existing Help Desk environment. Invisibly integrated into their workflow and free to ProSupport customers, these APIs simplify support routines by removing the need to leave existing support interfaces while Creating support cases Dispatching parts Checking warranty status As IT environments become increasingly complex and diverse, Dell APIs keep technicians in the support system for which they are familiar, minimizing the need for additional training and increasing productivity by consolidating support communications and activities. Dell currently offers a portfolio of three APIs – Support Case Management, Dispatch Request and Warranty Status. Support Case Management allows a customer to create, view, manage and update a support case when issues arise while Dispatch API allows customers to dispatch replacement parts and Warranty Status allows customers to check the status of their service tag warranties. All of these can be conveniently done through the customer’s own Help Desk interface. Support Services APIs

Dell Global Support and Deployment 3 Support Case Management API Dispatch Request APIWarranty Status API Usage Scenario Want Help Desk-to-Help Desk customer support Want to dispatch parts without leaving the chosen Help Desk Want to check the status of all service tag warranties FunctionalityOpen, view. update and review history of support cases Create, search and view parts dispatches, request on-site installation and receive next business day shipping of parts Provide warranty expiration, entitlement and asset as- shipped information, allowing renewal when applicable Delivery Mechanism Within customer Help Desk Product LinesAll, except Compellent and Wyse Client, server, storage and networking All Entitlement Requirements ProSupport and higher on In-Warranty systems ProSupport and higher with 50+ tags Basic and higher CostNo additional feeNo additional fee unless participating in the Labor Reimbursement program* No additional fee API Comparison *$1,500 USD/year or equivalent in local currency for labor reimbursement program participation. $1,500USD fee applies to Channel partner and each customer enrolled through Channel customers where labor reimbursement is requested.

Dell Global Support and Deployment 4 Case created in Help Desk Case appended Case status queried Help Desk-to-Help Desk Communication Dispatch request submitted Dispatch created Query dispatch status System-to-System Communication Warranty Status API Support Case Management API Dispatch Request API Dispatch team engaged Dispatch request reviewed Parts dispatched Entitlement verified Case created in Dell system Case updated / queried Customer Service Tag queried Warranty information received As shipped information received Warranty expiration dates sent Warranty entitlement sent As-shipped info sent

Dell Global Support and Deployment Key Support Services API Benefits 1. Single Interface Support Reduce employee time spent training on new support interfaces by keeping Dell product support within your existing Help Desk environment. 2. Consolidated Activities Consolidate product support activities and information into your support system. 3. Empowerment Choose to integrate the appropriate combination of Support APIs for your business operations. 4. Streamlined Communications Streamline support communications making operations more productive.

Dell Global Support and Deployment Support Case Management API 6

7 Benefits ›Connection securely create support cases and receive updates via your Help Desk ›Convenience eliminate swivel seating to web portals or the need to call Technical support. ›Control empowered to manage and resolve support issues as preferred. 1 Helpdesk Customer opens trouble ticket (TT) in their helpdesk and submits it to Dell via API Customer is notified 3 2 Dell Automatic support case creation

Dell Global Support and Deployment Dispatch Request API 8

Dell Global Support and Deployment Features and Benefits of the Dispatch Request API Save time by never having to leave your Help Desk. Enjoy the convenience of a consolidated location for dispatch information. Maintain control while supporting your Dell products. Create, search and view dispatches Retrieve part details by service tag or model number Request on-site installation of parts

User creates dispatch request for failed part Dell ships requested parts the next business day User gathers required information to validate failure Process for using Dispatch Request API Dell validates failure evidence Customer identifies infrastructure problem Issue Arises Dispatch Request Validation Dell Validates Part ships Customer environment

Dell Global Support and Deployment Warranty Status API 11

Dell Global Support and Deployment Warranty Status API Benefits Compatibility Aggregate View Receive real time access to warranty entitlement and expiration data, plus as-shipped configuration information. Query batches of service tags from Available to in- warranty and out- of-warranty customers. Asset Management Customers may use this information to proactively manage their Dell IT systems. Receive information that can be used for manual online warranty renewal. Compatible for all standard consoles including Remedy, SalesForce, Oracle CRM, Oncontact, Microsoft Dynamics and more.

Dell Global Support and Deployment Warranty Status Example: Warranty gathered using AWR API AWR Online Purchase Warranty Notification

Dell Global Support and Deployment Warranty Notification Online Renewal Warranty Status Example:

Dell Global Support and Deployment Get started today! 15

Dell Global Support and Deployment API Onboarding Process Customer completes Get Started questionnaire and returns it to Dell Dispatch API only: Customer must complete TechDirect enrolment process Dell sends Software Development Kit (SDK) with License agreement to customer (5 business days) Customer agrees to License agreement Dell sends unique API key, sandbox integration environment and test tags plus provides self- certification process (5 business days) Customer integrates API and tests in sandbox, as well as finishes self- certification Dell validates self- certification completion and promotes key to production (5 business days) Customer uses production URL API goes Live! 16 Legend: Customer Dell

How to get started Get started today! To request any or all of Dell’s Support Services APIs, simply follow the steps outlined in the Get Started document. Additional Resources: API Community page Help: For help with Dell APIs, please contact or, if applicable, your regional Dell Technical Account Manager (TAM). Get Started API Community page