Users Guide

About OpenManage Enterprise SupportAssist
Dell EMC OpenManage Enterprise SupportAssist is a plugin to the Dell EMC OpenManage Enterprise console that enables
proactive and predictive monitoring and management support for your devices with ProSupport and ProSupport Plus
entitlements. OpenManage Enterprise with SupportAssist provides a single, unified solution for your complete device lifecycle
management and proactive and predictive support experience. SuppportAssist improves the data center efficiency by enabling
the administrator to seamlessly manage hardware failure incidents, reducing the time spent by Dell EMC Technical Support, and
improving the turnaround and downtime in resolving the hardware issues.
The key benefits of SupportAssist are:
● Monitors your devices, proactively detects hardware issues, and accelerates resolution by creating Technical Support cases
automatically to Dell EMC.
● Enables you to provide your support and dispatch contacts (primary, secondary, and group) to Dell EMC.
● Improves productivity by replacing manual routine operations with automated support.
● Predictive issue detection by using the periodic hardware telemetry collections, which enables you to take preventive
measures to avoid data loss in future.
● Expedites dispatch process.
When an issue is detected, SupportAssist collects and uploads the system information required for troubleshooting an issue.
The collected system information helps Technical Support to provide you an enhanced, personalized, and efficient support
experience. SupportAssist also provides predictive support and reporting by using the periodic hardware telemetry collections.
The periodic collections enable Dell EMC to perform advanced analytics, predict future failures, and inform you about the due
time to back up and resolve failures in advance.
Topics:
• How SupportAssist works
• Device information collected by SupportAssist
How SupportAssist works
SupportAssist receives an alert whenever a hardware event occurs on a device. The alert is filtered using various policies to
determine if the alert qualifies for creating a support case or for updating an existing support case. All qualifying alerts are sent
securely to the backend for creating a support case or for updating an existing support case. After the support case is created
or updated, SupportAssist collects device information from the device and sends it to the Dell EMC backend. Also, some of the
devices send the information directly to the backend when an alert is generated. Dell EMC Technical Support uses the system
information to troubleshoot the issue and provide an appropriate solution. For more information about how SupportAssist
processes alerts and automatically creates support cases, see Alert policies in OpenManage Enterprise SupportAssist on page
45.
NOTE:
To experience the automatic case creation and system information collection capabilities of SupportAssist, you must
complete the registration.
NOTE: SupportAssist does not create a support case for every alert received from a monitored device. A support case is
created only for a device that has an active service contract, and if the alert type and number of alerts received from the
device match the predefined criteria for support case creation.
NOTE: SupportAssist sends you automatic email notifications about registration, support cases, network connectivity
status, and so on.
Device information collected by SupportAssist
SupportAssist continually monitors the configuration and usage information of the hardware and software devices managed
using SupportAssist. While Dell EMC does not anticipate accessing or collecting personal information, such as your personal
files, web browsing history, or cookies in connection with this program, any personal system information inadvertently collected
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