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There are two trends we can count on in this uncertain world: the complexity and capabilities of technology will continue to increase; and the number of personal devices we use is multiplying. Gone are the days of using one machine to interact with the world; today it is far more likely that we use tablets, smartphones, laptops and desktop computers.

Not only are we using more devices, but we are also more reliant on them than we were a few short years ago. And, while the standards of manufacture and reliability are high, most end-user devices are mobile. Inevitably, repairs do become necessary at some point in their lifespan. In fact, end-user devices typically require 17 times more support calls than equipment that runs in a data centre. 

These days, most of us work remotely, either full time or a great deal more than we used to. Most standard support contracts don’t cater for the Work from Home trend – they tend to be limited to the organisation’s head office and exclude support for employees’ home addresses.

On top of that, the advent of cloud-based operating systems and forced software updates has made supporting endpoint devices time consuming, expensive and frustrating. All of which are good reasons to make sure that the warranty contract provided with your device does what it should: provide you with quick, efficient and professional support.

For example, the Dell Technologies ProSupport warranty offers onsite repair, including home addresses, the next business day. When it comes to warranties, there is often a tangible difference between onsite repair and onsite response, which in some cases means telephonic support. With ProSupport, both the physical and call centre support are provided from South Africa, so there’s no risk of getting lost in a call centre halfway across the world. 

Dell also provides escalation and management of parts and engineers to ensure we comply with our service level agreements. If you prefer the self-service option, we offer online diagnostics and call logging. 

Another differentiator in the world of PC support is that each ProSupport warranty is linked to the serial number of the relevant device. This means that when repairs are needed our technicians know the exact details of the device right down to the paint used on the keyboard. We also pride ourselves on early resolution of problems. 

In addition, customers have the option to boost their warranties by upgrading to ProSupport Plus, which covers batteries and hard drives as well as physical damage to the device (drops, spills, cracks).

With more employees than ever before working from home, the ability to identify and resolve issues remotely, as well as to automate PC updates, has never been more critical. The right level of professional support will result in happy, productive employees and successful IT teams, both of which are key to successful business growth. DM


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