1. Optimizing the PC Lifecycle
Dell PC as a Service
Customer Presentation
This customer deck is only applicable for
US, Canada, 17 EMEA countries, Australia and New Zealand

2. Dell PC as a Service
Dell PC as a Service (PCaaS) simplifies PC lifecycle management by combining hardware, software and end-to-end lifecycle services into one all-encompassing solution financed in a single, predictable price per seat per month.
The flexibility throughout the offer assures you will always have exactly what you need, when you need it and helps keep end users engaged, productive and happy.
Along with the combination of Dell’s reliable, high-performing systems and best-in-class services, PCaaS helps reduce the daily burden and cost of IT management, allowing you to focus on the transformation of your business with confidence.

3. What is Dell PC as a Service?
Dell PC as a Service combines hardware, software, lifecycle services and financing into one all-encompassing solution providing for a
single, predictable price per seat per month + + + + $
Hardware/Software
Simply put – Dell PC as a Service is the hardware + software + deployment services + support services + asset recovery = all combined into a single, predictable price per seat per month. 3 or 4 year term with the standard offer.
Deployment
Services
Support Services
Asset Recovery
Financing

4. WW PCaaS shipments growing to 19% by 2022**
IDC Research*
Movement towards all things “as-a-service” - reflected across all industries
More complex environment for IT buyers
Role of IT department becoming more complex
Existing sourcing model is shifting - Purchase & Finance to “as-a-Service”
Customer Feedback
Labor intensive
Managing multiple vendors
Time consuming
Difficult to budget
Productivity issues
End user dissatisfaction
Distracting from business transforming projects
PC as a Service
The Solution
PC Lifecycle Management:
IDC predicts that WW commercial PCaaS/DaaS shipments will grow to 19% by There are several reasons why.
We have data from IDC which supports a shift in how our customers are procuring PCs to “as a service” type models. This research was completed in early 2017 and are best summarized by:
More “as a service” models popping up for our customers. Data to operating systems to platforms – have customers considering can I do this with my entire PC lifecycle?
Digital transformation is making the IT environment more complex; more and more requirements to manage with fewer and fewer resources
Quite complex to manage the needs of digital transformation along with PC lifecycle.
This new PCaaS flexible consumption model is emerging which allows IT to simplify their tasks and a way to offset the capitol costs of buying PCs outright
IDC predicts that 19% of commercial customers will be buying PCs under this type of consumption model by 2022.
Customers can benefit from this type of model with predictable monthly budget, simplified lifecycle management and a flexible offer structure.
To add to that, we’ve had many conversations with customers who have consistently said that PC Lifecycle Management is
Labor intensive to manage on their own
Complex as they are managing multiple vendors
Time consuming for the IT department, day-to-day tasks take up the majority of their time
It is difficult to budget and predict spend as technology and software changes quickly
And because PC lifecycle management is so time consuming, it is distracting from business transforming projects, where they can add the real value.
Dell PC as a Service helps to reduce the burden and cost of PC lifecycle management, allowing IT to focus on the transformation of their business with confidence. The benefits of PC as a Service is a predictable monthly budget, simplified lifecycle management and a flexible offer structure to meet the unique needs of the business.
* Source: IDC MCS Study, Feb 2017
** Source: IDC Multi-Client Study, Device as a Service 2018 (worldwide results), February 2018

5. Benefits of Dell PC as a Service
Reduce the daily burden and cost of PC lifecycle management with PC as a Service
Comp
Predictable budget planning
Reduced IT effort to manage computing needs
Accelerated PC refresh keeps end-users in the most relevant
technology
Flexibility throughout the offer designed to fit your business needs
Technology tailored to how your users want and need to work
Save up to 25 %
on PC lifecycle management
with Dell PC as a Service1
Studies show that the PC as a Service model does save on IT management costs.
In particular, Dell and Intel commissioned Forester to look at the actual savings IT management can potentially see with PCaaS.
Forrester constructed a financial model, based largely on survey responses as well as in-depth interviews with Dell and Intel customers. They constructed a calculator tool based on the model in the associated study and in accordance with Forrester and TEI standards. The results allow customers to look at their current operating status and see what potential savings could come by moving to PC as a Service.
PC as a Service reduces the daily burden and cost of IT management and allows IT to focus on the transformation of business – customers may see up to 25% savings on PC lifecycle management costs with PCaaS.
1 Based on Dell’s PC Lifecycle Services Estimator tool developed by Forrester Consulting, commissioned by Dell and Intel®, May Estimated savings is calculated over 3 years and includes hardware, software, services and other resource adjustments across PC lifecycle management. For more information, visit:

6. PC Technology

7. Technology designed for the modern workforce
A broad range of business systems to fit your end user needs
Hardware
Software
Attached Peripherals
Dell Technologies Security Software
VMware Workspace ONE
Other factory loadable titles
OptiPlex Desktops
Latitude Laptops
XPS Laptops
Precision Workstations
Vostro Systems (for SB)
Monitors
Docking stations
All other peripherals and accessories
PC as a Service focuses on our business products including OptiPlex desktops, Latitude laptops, XPS laptops, Vostro systems and Precision workstations (fixed and mobile). The full breadth of these portfolios are available to PCaaS customers except for Latitude rugged and Precision rack mount products are not included and only select XPS laptops. Customers can include any mix of these LOBs as part of their total order, all fully configurable based on the customers need.
In addition, we can layer on standard software options – including software from the Dell Technologies Security Portfolio, VMware Workspace One as well as many other factory loadable titles – anything we have a standard skus for.
***The desired software (license and bits) that a customer wants would need to be included in the image that would be deployed out of our factory.
And of course, all of your attached peripherals including monitors, keyboards, mouse, docking stations, etc – these can be bundled with the same technology solution.
Please note: Separate support agreement required for monitors since they now have their own service tag.

8. Cost savings at every stage of the lifecycle
PC lifecycle services
Cost savings at every stage of the lifecycle
Predictable budget planning
Optimize the deployment cycle with ProDeploy Client Suite
Consistent refresh keeps users productive
Flexible options for management and support with ProSupport Client Suite
PC lifecycle services helps customers alleviate tasks and remote administer during the PC lifecycle
During the deploy and integration stage, customers can optimize this part of the cycle by leveraging Dell ProDeploy Client suite.
Customers can simplify the management and support process in a strategic way with our ProSupport Client suite which will help to optimize the performance of the assets and also their end-users.
When it’s time to optimize and refresh, most customers to not have a plan and end up extending their lease beyond the original term. Our asset recovery services will provide customers with a premeditated way to remove the assets from their environment, with a consistent refresh plan which keeps end users in the latest technology and productive.
And when it’s time to plan and design, Dell PC as a Service covers the entire pc lifecycle, providing customers with a predictable per seat per month. Customer know up front what they are going to spend and for how long. We even give customers the flexibility to flex up and down, along with mid term upgrades.
There are many flexible options at each stage of the PC lifecycle to meet each unique customer need. These are all standard options.
Dell can help customers achieve efficiencies at each stage of the PC lifecycle which translates into cost savings at each stage as well.
Refresh

9. Accelerate technology adoption with expert deployment designed for you
Deployment services
Accelerate technology adoption with expert deployment designed for you
Deployment services 1
Support services 2
Asset recovery 3
ProDeploy Client Suite: Deploy PCs with greater speed and less effort. Our experts lead deployments from project management through planning, configuration and integration. Just choose the level of deployment that best meets your needs (details on the next slide).
Dell Provisioning for VMware Workspace ONE: Delivers a low-touch deployment option and instant end-user productivity.
Client Installation: Installation of a new system with the option to add data migration, software set up or network connection – quickly and without error.
Connected Configuration: With an instance of Microsoft SCCM on a server in our facility, you can complete your configuration tasks prior to shipping.
Configuration Services: Receive systems imaged, tagged, configured and ready for installation out of the box.
If a customer needs advanced configuration services, logistic or managed deployment services – we have standard options available in addition to the ProDeploy client suite.
One other standard deployment option that fell off the list above: Logistics: Ensure new products arrive in a manner that matches your internal receiving and deployment capabilities and process.
Deployment is optional for PCaaS for Business
Dell Provisioning for VMware Workspace ONE is not available in Australia or New Zealand at this time.
Client Installation is a new deployment service. This is for customers that don’t need an image and only 1 installation project per year. Client Installation is only available in these PCaaS countries: US, Canada, France, Germany, Sweden, United Kingdom, Australia, New Zealand

10. Support services Deployment services 1 Support services 2
Maximize productivity with expert support backed by proactive, predictive tools
Deployment services 1
Support services 2
Asset recovery 3
Some of our most popular services include:
ProSupport Plus: Dell’s most complete support service combines everything you need - priority access to expert support, accidental damage repair and automated proactive and predictive monitoring for issue prevention and resolution.
ProSupport: Support made easy with 24x7 access to support experts, a single resource for hardware and software issues.
Accidental Damage Service: Repair or replacement after accidental drops, spills, and electrical surges.
Keep Your Hard Drive: Retain hard drives after replacement for greater security and control of your sensitive data.
ProSupport, ProSupport Plus provides different levels of support options depending on our customers needs.
With ProSupport Flex, customers can add in accidental damage or keep your hard drive options as well.
We want to make sure we have a high level of support for our customers as this helps alleviate a lot of the day to day burden of the PC lifecycle that our customers experience.

11. Optimize the asset recovery process and refresh end users quickly
Deployment services 1
Support services 2
Asset recovery 3
PC as a Service helps determine a plan in advance for asset recovery at the PC end of life and helps transition end users into new technology faster.
Asset recovery: Management of the return logistics for your Dell systems at the end of life.
Data security: Options for secure, data sanitization for your Dell systems.
Asset recovery is a crucial step in the PC lifecycle process. With this option, customers will have a predetermined plan for asset removal, getting their end users into new technology faster.
The asset recovery process for 20+ units :
Two options for asset recovery that we are offering for PCaaS customers with 20+ units. These are required point of sale SKUs for the PCaaS quote and we have set up Option codes with these new SKUs – it’s a new Module 1295.
Asset recovery to DFS
Asset recovery to DFS + onsite data sanitization
The asset recovery process for 1 – 19 units: The asset recovery process for 1 – 19 units consists of point of sale SKUs that will provide customers with pre-paid shipping labels at end of term for a parcel return service w/optional self-help data sanitization. The recovery process will be coordinated between Dell Financial Services and the customer. Self-help data sanitization is a feature in Dell client system BIOS that gives our customers the ability to invoke a data sanitization of the internal storage devices in their system. This allows efficient erasure for re-purpose or redeployment using industry standard data sanitization capabilities already supported by Dell storage devices. More information can be found here:
Legal birdseed for the data sanitization: No data removal process leaves a hard drive or computer as free from residual data as a new product. Dell makes no recommendations regarding the customer's security needs or representations regarding the effectiveness of one method of data removal over another. It is the customer's responsibility to protect any confidential or sensitive information contained on its hard drives recovered by Dell.
PLEASE NOTE: With these asset recovery SKUs, the return is pre paid and pre planned as part of the offer. If you don’t include these SKUs as part of the order, DFS charges customers $30 to get the system back!!

12. Dell exclusive tools and technology
Automate, troubleshoot and resolve system issues faster
SupportAssist
Automated, proactive and predictive technology that reduces troubleshooting processes by half and accelerates time to resolution.
TechDirect
Self-service online portal that puts Dell state-of-the art deployment and management technology at your fingertips and allows you to manage multiple support cases and dispatch parts as well.
Dell Client Command Suite
Industry-leading client systems management tools make Dell commercial client systems the world’s most manageable client devices.
ImageAssist
A simple user interface which helps you prepare your custom cross-platform image. This includes OS, licensing, applications, desktop customization and network configuration settings.
Dell also leverages our exclusive tools and technology for this offer. This will give us a huge advantage because we have the best managed desktops in the industry. Customers will gain huge efficiencies just by employing these tools as part of their overall PC lifecycle management.
ImageAssist on the front end helps to manage the front end imaging process.
TechDirect is a state of the art self service portal for deployment and management during the PC lifecycle.
SupportAssist helps troubleshoot issues automatically, in a proactive and predictive way through the PC lifecycle.
And the Dell Client Command Suite offers the industry’s best management tools for commercial client systems

13. Managed services
Custom managed client services help keep your business running smoothly
When you need more than the standard services for PC as a Service, Dell custom managed client services can assist with all aspects of PC lifecycle management from onsite personnel to remotely administered capabilities.
ISR/AE engage with SSE on these opportunities.
Managed client services are custom services NOT included in the PCaaS standard offer today. However, if customers have needs beyond the standard lifecycle service offers, Dell can work with them to develop a custom solution that meets their needs with the help of the custom bid desk.
Opportunities for custom managed client services
2500 seats & under Partner Led
Services focused upon:
Program SMO
Service Desk
Monitoring
Storage & backup
Break/Fix of Dell and non-Dell Hardware
Regional partners
Drive for remote, standard, dispatched, automated & cloud based solutions as primary approach
2500 Seats & over Alliance Model
Services focused in the end user space:
Asset Management
Software Distribution
Leverage partnerships with NTT Data, Unisys, NCR, etc
Capability-Driven Pursuits
Identify limited opportunities closely aligning to existing capabilities where we can leverage adjacencies
Managed Refresh
App Packaging
Image Management
O365 / AD / Skype
Leverage partners to close capability gaps

14. Dell Financial Services™ (“DFS”)**
Delivering a single, predictable price per seat per month
Total solution provider
Flexible
Terms
Flexible financing options (flex up, down and mid-term upgrades)
36 and 48 month terms
One-stop financing for hardware, software, and services
Integrated capabilities
Dedicated Experts
Financing is seamlessly integrated into the PC lifecycle management process
With technical knowledge and financing acumen
Working as a team for you
Your Dell and DFS account executives work hand in hand to ensure you get the right all-encompassing solution with a predictable price per seat per month and a term that works for your business and your budget.
All PCaaS deals are financed through Dell Financial Services. DFS will set the price per seat per month.
US: Payment solutions provided and serviced by Dell Financial Services L.L.C. or its affiliate or designee (“DFS”) for qualified customers. Offers may not be available or may vary in certain countries. Where available, offers may be changed without notice and are subject to product availability, credit approval, execution of documentation provided by and acceptable to DFS, and may be subject to minimum transaction size. Offers not available for personal, family or household use.
Canada: Payment solutions provided and serviced by Dell Financial Services Canada Limited or its affiliate or designee (“DFS”) to qualified customers. Offers may not be available or may vary in certain countries. Where available, offers may be changed without notice and are subject to product
availability, credit approval, execution of documentation provided by and acceptable to DFS, and may be subject to minimum transaction size. Offers not available for personal, family or household use. Dell and the Dell logo are trademarks of Dell Inc. Restrictions and additional requirements may apply to transactions with governmental or public entities.
**Refer to notes section for country disclaimers

15. Offer Summary

16. PCaaS Offer Positioning
Dell PC as a Service
Hardware, software, lifecycle services and financing in one all-encompassing solution for a single, predictable price per seat per month.
300+ units
Targeted towards small to medium size customers
Targeted towards large commercial customers
1 – 299 units
PC as a Service for Business
PC as a Service for Enterprise
Dell PC as a Service helps reduce the burden and cost of PC lifecycle management
PCaaS for Business, 1 – 299 units targeted towards small and medium size customers. Our commercial offer, which starts at 300 units, we refer to as PC as a Service for Enterprise.
The value to customers is the same – PC as a Service will help reduce the burden and cost of PC lifecycle management.

17. PC as a Service Standard Offer Comparison
PCaaS for Business
(1-299 units)
PCaaS for Enterprise
(300+ units)
Hardware (OptiPlex, Latitude, Precision, XPS laptops, Vostro)
SW (OS/Imaging, Security SW, UEM and other factory install SW)
Support Services
Deployment Services
Optional
Customer Tools (SupportAssist, TechDirect, ImageAssist)
Asset Recovery
Services Delivery Manager
Financing Terms (3 or 4 year)
Flexible financing options (Flex Up, Flex Down, Mid-term upgrades)
Availability: 21 countries (US, Canada, 17 EMEA, ANZ)
Please note these differences with the PCaaS for Business versus PCaaS for Enterprise offer:
Units are 1 – 299 units PCaaS for Business vs 300+ units PCaaS for Enterprise
Vostro is only available on PCaaS for Business
Deployment is optional PCaaS for Business vs deployment required PCaaS for Enterprise; for those customers interested in Client Installation – it is only available in these PCaaS countries: US, Canada, France, Germany, Sweden, United Kingdom, Australia, New Zealand
The asset return process for less than 20 units consists of ARS POS SKUs that will provide customers with pre-paid shipping labels for a parcel return service w/optional self-help data sanitization
There is no services delivery manager assigned to less than 300 units
Flexible financing is custom and only available on orders greater than 150 units

18. PCaaS for Business Offer Summary

19. PC as a Service for Business
Hardware
( units)
Software
Deployment
Support
Asset
Recovery
Term
OptiPlex
Latitude
XPS
Precision
Win 10 / Win 7 / Imaging
No Deployment
ProDeploy
Basic
ProSupport
Asset Return to DFS or
+ On-site Data Sanitization
3 year
4 year
McAfee
Plus
Associated Monitors & Peripherals
Absolute DDS
Customer Technology and Tools
SupportAssist
ImageAssist
Tech Direct
Dell Client Command Suite
1 – 299 units
(optional)
OptiPlex
Latitude
Precision
XPS laptops
Vostro
Associated Monitors & Peripherals
Win 10 / Office 356 / Productivity
Dell Security Software
Other factory installed SW
No Deployment
Client Installation
ProDeploy Basic
ProDeploy
ProDeploy Plus
ProSupport
ProSupport Plus
1-19 units Asset Recovery
units Asset Recovery
units Asset Recovery w/ Onsite Data Sanitization1
Please note: systems are fully configurable based on what the customers need. No set bundles or configs based on pre-determined products. PCaaS example one page flyers that are found on the Dell.com website are just for example only.
PCaaS for Business (key differences from PCaaS for Enterprise are bolded): 1 – 299 units
Latitude excludes rugged tablets
Precision excludes rack units
XPS laptops is where PD4C is available
Vostro
Standard SW can be included; O365 is a separate contract
Deployment is OPTIONAL
Client Installation is a new deployment service. This is for customers that don’t need an image and only 1 installation project per year. Client Installation is only available in these PCaaS countries: US, Canada, France, Germany, Sweden, United Kingdom, Australia, New Zealand
Support is required
AR is required (different skus based on qty)
1. Legal birdseed for the data sanitization: No data removal process leaves a hard drive or computer as free from residual data as a new product. Dell makes no recommendations regarding the customer's security needs or representations regarding the effectiveness of one method of data removal over another. It is the customer's responsibility to protect any confidential or sensitive information contained on its hard drives recovered by Dell.
Note: the asset return process for less than 20 units consists of ARS POS SKUs that will provide customers with pre-paid shipping labels for a parcel return service w/optional self-help data sanitization
3 or 4 year term through DFS
Flex options are custom and only available 150 – 299 units
NOTE: No Services Delivery Manager is available with this option – only the for Enterprise offer.

20. PCaaS for Enterprise Offer Summary

21. PC as a Service for Enterprise
Hardware
(300 + units)
Software
Deployment
Support
Asset
Recovery
Term
Flex
Options
OptiPlex
Latitude
XPS
Precision
Associated Monitors & Peripherals
Win 10 / Office 356 / Productivity
VMware Workspace ONE
Dell Technologies Security Software
ProDeploy
Basic
ProDeploy Plus
ProSupport
ProSupport Plus
300+ units Asset Recovery
300+ units
Asset Recovery w/
Onsite Data Sanitization1
3 year or
4 year
Flex Up
Flex Down
&
Mid-Term Upgrade
5%, 10%, 15% options
Customer Technology and Tools
SupportAssist
ImageAssist
Dell Client Command Suite
TechDirect
PCaaS Services Delivery Manager
300+ units
Please note: systems are fully configurable based on what the customers need. No set bundles or configs based on pre-determined products. PCaaS example one page flyers that are found on the Dell.com website are just for example only.
PCaaS for Enterprise: 300+ units
Latitude excludes rugged tablets
Precision excludes rack units
XPS laptops is where PD4C is available
SW can be included
Deployment is required
Support is required
AR is required
3 or 4 year term through DFS
Flex options available, 5, 10, 15% increments – predetermined up front
Services Delivery Manager always included
1. Legal birdseed for the data sanitization: No data removal process leaves a hard drive or computer as free from residual data as a new product. Dell makes no recommendations regarding the customer's security needs or representations regarding the effectiveness of one method of data removal over another. It is the customer's responsibility to protect any confidential or sensitive information contained on its hard drives recovered by Dell.

22. PCaaS Services Delivery Manager (SDM)
Facilitating all phases of the PC lifecycle
PCaaS Services Delivery Manager (SDM)
A single point of contact for your PC as a Service customer
PC Lifecycle Planning
(not presales)
Deployment
Support
Asset Recovery / PC Refresh
PCaaS Services Delivery manager (SDM) is a new role we’ve created for PC as a Service for Enterprise offer for orders that are 300 units or greater. Please note: the SDM role is not available for the PCaaS for Business offer.
The PCaaS Services Delivery Manager SKU is the PCaaS SKU. It is a required SKU (along with the Asset Recovery SKU) as part of the PCaaS quoting process and will trigger the Services Delivery Manager to be assigned at 90% confidence in SFDC-DFS instance, and provides access to the service description and entitlement for customers to get the full capabilities of PCaaS for Enterprise with the SDM.
PCaaS Services Delivery Manager (SDM) is the single point of contact for all things PC as a Service for the customer.
The SDM engagement starts ~ 90% point in SFDC. The SDM then helps facilitate between deployment, support, asset recovery and DFS throughout the PC lifecycle.
The SDM has touchpoints with the following from each of the areas:
Deployment
Deployment Engineer
Engagement Manager
Support
Technology Service Manager (TSM)
Tech Support
Asset Recovery
Asset Recovery Program Manager
Dell Financial Services
Dedicated CSR (call center)
Platinum Representative
Elite Representative
SDM brings all these organizations together for a single experience for our customers, streamlines communications and provides ongoing updates for the project.

23. Flexible financing options Assures you will always have everything you need, when you need it
Flex Up
Add units to the install base at any time in the contract term
Flex Down
Reduce contract volume after reaching the mid-point in the contract term
Mid-Term
Upgrade equipment after reaching the mid-point in the contract term and flexing down on old equipment
Please note: Flex financing is a standard option for the PCaaS for Enterprise offer. PCaaS for Business offer requires a minimum of 150 units for flex down and mid term upgrades and will be considered custom. Flex up is always available.
Flex up - Add units to install base at any time in the contract term
Minimum 36 month term after flex up option is executed
Requires new PO
New units will have a new HW usage contract and new support contract
Flex down - Reduce contract volume after reaching the mid-point in the term
Customer must select 5%, 10%, or 15% option upfront
90 day notice required prior to returning assets
Minimum 20 units per location required for asset return services
Mid-term upgrade - Upgrade equipment after reaching the mid-point in the contract while flexing down the old equipment
* All flex options must be built into initial usage agreement

24. Thank you

26. Availability - PCaaS standard offer
Where we can deliver ProSupport, ProDeploy and DFS by Dell
PC as a Service
Canada
United States
AMERICAS - 2
Austria
Belgium
Denmark
Finland
France
Germany
Ireland
Italy
Luxembourg
Netherlands
Norway
Poland
Portugal
Spain
Sweden
Switzerland
United Kingdom
EMEA - 17
APJ - 2
Available in
21 countries
Australia
New Zealand

27. ProDeploy Client Suite
Key features
Basic
Deployment
ProDeploy
Plus
Pre-deploy
Single point of contact for project management 
TechDirect portal for configuration details and updates
Deployment engineer develops implementation plan
TSM engagement via ProSupport Plus
Deploy
Connected Configuration
Provisioning for VMware® Workspace ONE™
Add-on
Load an image: WIM; Ghost; ISO; or ImageAssist
Configure BIOS settings
Apply asset tag and shipping box label
Standard asset reports
Onsite installation of client systems available 24x7
Project documentation with knowledge transfer
User settings and data migrated to new system
Data sanitization on retiring client systems
Post-deploy
30 day post-deployment support
Training credits for Dell EMC Education Services
*Dell makes no recommendations regarding the customer’s security needs or representations regarding the effectiveness of one method of data removal over another. It is the customer’s responsibility to protect any confidential or sensitive information contained on its hard drives recovered by Dell. For more information, please see the Dell Media Sanitization Statement:

28. ProSupport Client Suite
Feature comparison
Base Warranty
ProSupport
ProSupport Plus
Technical support through phone, chat and online
Business hours
24x7
24x7
Hardware repair service delivery1
Varies
Onsite
Onsite
Self-service case management and parts dispatch through TechDirect
Direct access to in-region ProSupport engineers
Priority Access
Single resource for software and hardware expertise 
Command center monitoring and crisis management
Software support with collaborative 3rd party assistance
Case Management API for helpdesk integration
Automated issue detection, notification and case creation by SupportAssist2
Predictive issue detection for failure prevention by SupportAssist2
Accidental damage repair for drops, spills and surges
Retention of hard drive after replacement3
Dedicated Technology Service Manager4
To summarize, here’s how the PC and tablet support portfolio stacks up, including Base Warranty, ProSupport and ProSupport Plus.
Starting with the Base warranty, which is really a business hour hardware support service. It is a good service for customers that only need hardware support.
If they need anything more than that, ProSupport and ProSupport Plus are better options.
With ProSupport Plus, you’ll see our most complete and highest level of support. It offers software support, remote monitoring through the command center and then some of our tools, which cover case management API and also automated detection through SupportAssist. It also includes Accidental Damage and Keep Your Hard Drive, making it our most complete support service.
ProSupport has been in the market for several years. We can see in the chart that it also has a lot of great features, but doesn’t include the added premium features and is not as complete as ProSupport Plus.
Monthly support history and contract reporting4
1 Onsite not available on some Venue ,Chromebook and Rugged Latitude products
2 SupportAssist only available on Windows based products; predictive technology available on hard drives and batteries
3 Hard drive retention not available on Chromebook or Venue tablets except the Venue 11 Pro
4 Available for customers with 500 or more ProSupport Plus Systems

29. Flexible financing options
Assures your customer will always have everything they need, when they need it
Flex Up
Flex Down
Mid-Term Upgrade
Add units to install base at any time in the contract term
Reduce contract volume after reaching the mid-point in the term
Upgrade equipment after reaching the mid-point in the contract while flexing down the old equipment
Minimum 36 month term after flex up option is executed
Requires new PO
New units will have a new usage agreement and new support contract
Customer must select 5%, 10%, or 15% option upfront
90 day notice required prior to returning assets
Minimum 20 units per location required for asset recovery services
Customer must select 5%, 10%, or 15% option upfront
90 day notice required prior to returning assets
Minimum 20 units per location required for asset recovery services
Requires new PO
New units will have a new usage agreement and new support contract
Please note: Flex financing is a standard option for the PCaaS for Enterprise offer. PCaaS for Business offer requires a minimum of 150 units for flex down and mid term upgrades and will be considered custom. Flex up is always available.