Support Services APIsSupport Case Management APIDispatch Request APIWarranty 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 Deployment3

Support Case Management API

Dispatch Request API Warranty 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

Functionality Open, 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

Within customer Help Desk

Within customer Help Desk

Product Lines All, 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

Cost No additional fee No 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 Deployment4

Case created in Help DeskCase appendedCase status queried

Help Desk-to-Help Desk Communication

Dispatch request submittedDispatch createdQuery dispatch status

System-to-System

Communication

Warranty Status API

Support Case Management API

Dispatch Request APIDispatch team engagedDispatch request reviewedParts dispatched

Entitlement verifiedCase created in Dell systemCase updated / queried

Customer

Service Tag queriedWarranty information received As shipped information received

Warranty expiration dates sentWarranty entitlement sentAs-shipped info sent

Dell Global Support and Deployment

Key Support Services API Benefits1. Single Interface SupportReduce employee time spent training on new support interfaces by keeping Dell product support within your existing Help Desk environment.

2. Consolidated ActivitiesConsolidate product support activities and information into your support system.

3. EmpowermentChoose to integrate the appropriate combination of Support APIs for your business operations.

4. Streamlined CommunicationsStreamline support communications making operations more productive.

Dell Global Support and Deployment

Support Case Management API

6

Support Case Management API

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

HelpdeskCustomer opens trouble ticket (TT) in their helpdesk and submits it to Dell via API

Customer is notified

3

2DellAutomatic support case creation

Dell Global Support and Deployment

Dispatch Request API

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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 Validate

s

Part ships

Customer environment

Dell Global Support and Deployment

Warranty Status API

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Dell Global Support and Deployment

Warranty Status APIBenefits

Compatibility

Aggregate View

Receive real time access to warranty entitlement and expiration data, plus as-shipped configuration information.

• Query batches of service tags from 1-100.

• 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 PurchaseWarranty Notification

Dell Global Support and Deployment

Warranty Notification Online Renewal

Warranty Status Example:

Dell Global Support and Deployment

Get started today!

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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 URLAPI goes Live!

16 Legend: Customer Dell

How to get startedGet 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 SS-API_Support_Team@Dell.com or, if applicable, your regional Dell Technical Account Manager (TAM).