Support and Deployment Services

Dell EMC Recertification

Standard Operating Procedure

Dell EMC
176 South Street
Hopkinton, MA 01748

April 28, 2020

Internal Use - Confidential

 Dell EMC Support and Deployment Services SOP: Dell EMC Recertification

Contents
Summary ..................................................................................................................... 2
Process........................................................................................................................ 4
Exceptions ................................................................................................................... 6
References .................................................................................................................. 6
Questions? .................................................................................................................. 6

Summary

A recertification is required when a customer has:

 Moved a device to another site and has been reinstalled by Non-Dell EMC
personnel. (Requires onsite verification of system and components)
 Any array that has been on Third Party Maintenance, TPM (Requires onsite
verification of system and components)
 Any array beyond End Of Standard Support (EOSS) and prior to End of Service
Life (EOSL), and has been off maintenance for more than 6 months requires a
recertification and is ineligible to pay back maintenance to avoid recertification
(Requires onsite verification of system and components)
 An array that has gone off of maintenance for more than 6 months and is prior to
EOSS (181 days or more) Unless:
o The contract expired less than 13 months ago and the customer pays
back maintenance for the full period the contract was expired
o The contract expired less than 13 months ago and the customer is part of
the FED/SLED segment and we cannot recapture back maintenance

For any assets requiring a recertification, the recertification fee will be included on the
maintenance quote. Customer will be required to sign and return the Recertification
Acceptance Form to trigger the recertification process.

This process applies to Service Enabled Partners as well. Dell EMC support will perform
the recertification for the L3 partner and Renewals will bill to the partner for remote
support engagement. These Service Enabled Partners own the contract and can
service in and out of radius customers. Typically, Dell EMC provide level 3 support to
these partners but the precise level depends on their partner agreement with Dell EMC.

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Before Dell EMC can book the new maintenance contract the recertification must be
completed to ensure the system is serviceable. The costs for parts, bringing a system to
current target code or within one level below target and labor associated with those
activities would be billed outside of the recertification flat fee. During a recertification,

 Dell EMC will determine the system is in a healthy state by running a system
check to identify any faults within the system (“health check”)
 Check the installation was done correctly.
 Verify System Software is no more than 1 level below target
 Verify applicable Field Change Orders (FCO)
 Verify applicable Dell EMC Technical Advisories (DTA) and Dell EMC Security
Advisories (DSA)

The system must run for 14 days without the need for a part replacement for the
recertification to be complete. If corrective actions are necessary, they must be
performed as part of the recertification process and negotiated as part of Time and
Materials or Renewal process.

A recertification is NOT required if the array does not meet the required criteria and
meets one of the following criteria:

 An array that has gone off of maintenance for less than 6 months (180 days or
less)
 For Post Standard Support (PSS) eligible assets off contract for >6 months, if the
PO date is within 6 months of the previous contract expiration, a 1-month grace
period will be allowed in which to process the PO and the asset will not require a
recertification. In such a scenario, a 7-month gap in coverage will be permissible.
 Internal Dell EMC systems and Dell EMC systems installed at Strategically
Aligned Businesses (SAB)1 are exempt from this process and should bypass the
recertification
 Lapse of maintenance due to Dell EMC not presenting a renewal opportunity will
not need recertification unless the maintenance contract has been expired for
more than 18 months.

1SABs are those businesses that fall under the Dell Technologies umbrella and as of this writing include
Dell, Dell EMC, Pivotal, RSA, Secureworks, Virtustream and VMware

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 Dell EMC Support and Deployment Services SOP: Dell EMC Recertification

o If the component (such drives) is part of an asset that has been under
maintenance (such as shelves and nodes) then a recertification is not
required
Process

1. Renewals identifies a system where the customer agrees to be brought onto

maintenance that meets one of the criteria requiring recertification.
2. Renewals will include Recertification on the maintenance quote and send the
signed Recertification Acceptance Form to the Time & Materials team to create a
Preventive Service Request for recertifying the system (T&M Winback Process).
3. The service request will be routed to the Product support team for the product
being recertified.
a. Include the following instructions for the support team in the service
request notes, link the KB article (https://support.emc.com/kb/543272),
and notify the appropriate District Service Manager (DSM) a
Recertification SR has been opened. See - (Appendix A - Finding the District
Service Manager)
i. This service request is for a recertification of the system.
ii. An agreement for time and materials has already been agreed to.
iii. The Remote Support Engineer should perform a system health
check and be as thorough as possible. We must uncover any
issues that need attention prior to bringing the system onto a
maintenance contract.
 Leverage applicable product specific recertification
knowledge article or SolVe Procedure, if available to:
a. Verify System Software is no more than 1 level below
target level
b. Verify applicable Field Change Orders (FCO)
c. Verify applicable Dell EMC Technical Advisories
(DTA) and Dell EMC Security Advisories (DSA)
 Dispatch field resources as required, including:
a. Requests to re-establish remote connectivity
b. Parts requiring replacement
c. Field Change Orders
 Once dispatched, the Remote Support Engineer must
maintain ownership of the service request for completion of
the recertification after corrective actions have been taken by
the field.
iv. If no part replacements are needed after the system health check
then the system will need to run for 14 days.
 The remote support engineer must maintain ownership of
the service request for completion of the recertification.

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v. After 14 days the support engineer will need to perform another

system health check.
 If the system requires additional corrective maintenance then
repeat step 3 (iii) and set the severity of the SR to Sev 5.
vi. If no parts are required or corrective action was performed remotely
the 14 day period does not need to be repeated.
vii. The service request can be closed.
 Include “recertification complete” in the Actual Problem field
in Service Cloud.
 Send an email to the T&M Analyst listed on the SR and the
District Service Manager (DSM) indicating that the
recertification is complete. See - (Appendix A. Finding District
Service Manager)
 DSM or delegate replies to all to confirm that the
recertification is complete.
4. The Product Support team will verify the system is in a healthy state using their
current support tools
a. Any corrective actions not requiring parts can be performed by the Product
Support team
b. Any part replacements will be dispatched to the field for replacement. The
Service request must be maintained by the Product Support team once
the dispatch task has been created
c. Once corrective actions have taken place the system will need to run for
14 days
5. After 14 days, the Product Support team will verify the system is in a healthy
state using their current support tools
a. Any corrective actions not requiring parts can be performed by the Product
Support team
b. Any part replacements will be dispatched to the field for replacement
6. If corrective actions had to be taken (Parts Only) the 14 day period will begin
again. Step 5 will need to be repeated.
a. If no parts were required and corrective action was done remotely the 14
day period does not need to be repeated.
7. If the system is in a healthy state after 14 days, the Service Request can be
closed
a. Include “recertification complete” in the Actual Problem field in Service
Cloud.
b. Send an email to the T&M Analyst listed on the SR and the Division
Service Manager (DSM) indicating that the recertification is complete.
c. DSM or delegate replies to all to confirm that the recertification is complete

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Exceptions

 Waivers to the process (excluding assets beyond EOSS) can be approved by the
Division Service Directors if it is in the best interest of Dell EMC. Reference
Global Service Manager Maps for the correct approval resource. Please use
standard email template when requesting the waiver to ensure the correct
information is provided to the DSD to inform their decision.
 Exceptions outside of those allowed by policy (including EOSS assets) should be
submitted to the DSD. If the DSD agrees, they will escalate the request to the
respective CS theater VP or delegate for final approval.

References

Inside Dell: Global APOS - Renewals

Inside Dell: Renewals Policy & Governance

Inside Dell: Global Service Manager Maps

Questions?

mailto: Dell EMC Recertification Help

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 Dell EMC Support and Deployment Services SOP: Dell EMC Recertification

Appendix A – Finding the District Service Manager

To find the District Service Manager for the account within the Service Request, you need to click on the
Site Name or the Asset link and you will see the District Service Manger within the the Location
Resources section:

Additionaly, find below the Global Service Manager Maps whenre you can find the the Customer
Service Field Service Leader Map / Contacts

https://inside.dell.com/docs/DOC-31987

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