Dell to Introduce Customizable Support Model
February 6, 2008 (IDG News Service) Dell Inc. on Tuesday said it was ditching its predefined support model and introducing a more customizable program that can be tailored depending on products and services support that a customer needs.
The ProSupport portfolio will enable corporations of all sizes to buy specific support modules to set up and fix hardware and critical applications. The model is not for the consumer market, said Steve Meyer, vice president of global services at Dell.
Dell used to offer the “medal” model for services — platinum, gold, silver and bronze — that bought customers a predefined set of support services. Under the new plan — now available to small firms and not just large corporations — customers will be able to buy specific services and a timetable to address any issues, Meyer said.
For example, small businesses with remote offices can buy into services that enable quicker response times and support for point-of-sale software like Microsoft’s Small Business Server, Meyer said.
