Services and support
What keeps the equipment running after deployment
The equipment is one thing; what happens when it fails is another. Dell services are chosen at purchase because that is where they cost least, and they are usually regretted only when a unit dies and there is no clear path.
Dell services
The four most often used
Availability and service levels differ by country and product type. What applies to your order is written into the quotation.
Dell ProSupport Suite
Technical support for PCs and servers with a path to Dell engineers and a defined response time. What separates it from the base warranty is the speed of handling and who comes on site, not which parts are covered.
Dell ProDeploy Suite
Installation and configuration of new equipment, including system imaging and asset recording, so units reach the desk ready to work. It earns its place once the quantity turns manual setup into days of work.
APEX PC as a Service
Equipment, services, and support paid periodically per user rather than bought up front. It turns capital spending into operating cost and puts fleet replacement on a schedule rather than waiting for failures.
Asset Recovery Services
Collection of old equipment with documented data wiping and disposal paperwork for units no longer in use. It matters for companies that have to prove the old data is gone.
Who does what
What Dell handles, what Indosplash handles
So it is clear from the start who does what, and who you should call.
Dell
Supplies parts, sends field engineers according to the service level purchased, provides the support portal and firmware updates, and stands behind the product warranty.
Indosplash
Works out the right service level before purchase, registers the assets, acts as the first point of contact, opens and tracks tickets with Dell, and attends on site during deployment and replacement.
Choosing a level
What decides the service level you need
Not the price of the equipment, but the consequence of it stopping.
- How long operations can continue with one unit down — an hour, a day, or a week
- Whether someone on site can replace a component, or everything waits for an engineer
- Where the equipment sits: one office, several branches, or a field site far from a city
- Whether the data on that unit exists elsewhere, or only on the unit itself
- Whether the equipment carries a process that earns money by the hour, such as a checkout or a production line
Questions
Questions we get asked
What separates ProSupport from the base warranty?
The base warranty covers failed parts, but the path and the speed are limited. ProSupport adds a route to Dell engineers and a defined response time, including next-business-day on-site options. For equipment used by one person the difference may not be felt; for a server or a fleet of dozens, that time difference turns directly into money.
Is it cheaper to add services now or later?
Now. A service level included at purchase costs less than one added after the unit is registered, and for some products there is a window after which it cannot be added at all. This is one of the most frequently regretted decisions, because it looks postponable.
What kind of company suits APEX PC as a Service?
One whose headcount moves up and down, one that wants fleet replacement on a schedule, or one that prefers a periodic cost to a single large outlay. It suits least a company with a small, stable number of machines, where buying outright usually costs less over time.
What happens to the data on old equipment?
Through Asset Recovery Services the wipe is carried out under a documented procedure that produces paperwork. That is what separates it from selling old equipment yourself: there is written proof the data is gone, which can be shown at audit.
Are these services available across Indonesia?
Coverage and response times differ by location, and not every service level is available in every city. For sites outside the major cities we confirm the applicable coverage with Dell before the quotation goes out, so what is written can actually be delivered.
Decide the service level at the start
Tell us what equipment and which locations. We confirm the coverage that applies, then write it into the quotation.