Services Competency Guide

REQUIREMENTS FOR DELL

POWEREDGE (RACK/TOWER) SUPPORT
Overview
This document outlines the requirements for Dell Technologies partners
interested in earning a Services Delivery Competency under the support
enablement path. Services delivery Competencies are a prerequisite to
delivering partner-branded services on Dell products and solutions.

Please use this guide to determine requirements to earn a Services

Support Competency for Dell (program). This document also contains
other useful resources you need to deliver Remote and Onsite Support
services.
• Partner Remote Services includes L0, L1, and L2 Remote Support
based on engagement level
• Partner Onsite Services include Onsite Break/Fix Support and end
user parts logistics
For information on specific services Partners who hold the Dell
PowerEdge (Rack/Tower) Support Services Delivery Competency can
deliver, please reference the Support Services Partner Delivery
Responsibilities for Dell PowerEdge (Rack/Tower) Support section of this
document.

Table of Contents

Competency Requirements

Training Resources

Dell Services Delivery Tools

Support Services Partner Delivery Responsibilities for Dell PowerEdge (Rack/Tower) Support

Additional Resources

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 Services Competency Guide

Competency Requirements

Resource Requirements
In addition to completing all Competency pre-requisites, partners must hold the required number of individuals
meeting the Current Requirements (N) or the Previous Requirements (N-1). Previous Requirements (N-1) will
be recognized until new requirements are released. Maintaining the Current Requirements (N) will help ensure
you retain this Services Competency at the end-of-year compliance audit.
The required number of certified individuals meeting current or previous requirements varies by region. Review
the Services Delivery Enablement Requirements Guide or Program Tracker for your specific requirements.

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 Services Competency Guide

Remote & Onsite Support Requirement

Current Requirement (N) Dell EMC PowerEdge Corrective Maintenance (Auth ID: 3258)

ID/Number Title Duration

Recommended Training
ES501SVR00750 Dell EMC PowerEdge Corrective 8 Hrs
Maintenance (Auth ID: 3258)

Previous Requirement
N/A
(N-1)

Some certifications may require achievement of prerequisite certifications. Review the Exam Description linked in the
Current Requirement (N) section to confirm any prerequisites. See Training Resources section for more details.

The Channel Services Helpdesk is available for support with any questions including services support training
and certification requirements, applications, and services sales questions.

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 Services Competency Guide

Training Resources

Skills Maintenance and Additional Learning

Skills Maintenance courses are recommended for current service delivery partners to maintain knowledge
and ensure readiness for customer engagements.
Additional Training courses provide opportunities to expand and strengthen product knowledge.
Visit the View the Latest Updates tab on the Partner Academy to stay current with recent portfolio and
competency training updates.
To view all available courses aligned to this competency, please see the links below:

Skills Maintenance: PowerEdge Skills Maintenance

Additional Training: PowerEdge Additional Training

Dell Learning Hub Partner Plan Users: Skills Maintenance courses are also available in the Skills Maintenance
Course Collection within your Learning Hub environment.

Locate and Register for Training

Use the following resources to help you locate and register for the training referenced in this document:
• How to Locate Recommended Training Guide: step-by-step instructions to locate and register for
Recommended Training, Skills Maintenance and Additional Learning
• Dell Learning Hub for Dell Partners Brochure: purchase, activation, and access information for the
competency-aligned Partner Plans available on the Dell Learning Hub
• Purchase Options: purchase option information for Training Credits and Dell Learning Hub

Prepare for a Dell Technologies Proven Professional Certification Exam

Use the following resources to help you prepare for a certification exam:
• Certification Exam Partner Preparation Guide: step-by-step instructions to help you identify a
certification requirement in the Competency Requirements section of this document and prepare for the
certification exam
• Dell Technologies Proven Professional Overview: information about the Proven Professional program,
certification framework, benefits and more
• Proven Professional Resource Library: compiled list of helpful links and resources for Proven
Professional certifications

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 Services Competency Guide

Dell Services Delivery Tools

As a Support Services Partner, Dell Services Delivery Tools are available where applicable. Please reference
Delivery Tools and Resources for more information.

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 Services Competency Guide

Support Services Partner Delivery Responsibilities for Dell PowerEdge (Rack/Tower)

Support
Partners who hold services delivery competencies for support assume key responsibilities within the support
process. Please refer to the Support Services delivery enablement requirements for more information about
the responsibilities for partners who hold this competency.

Support Role Description Software Hardware

Level 0 - Entitlement Check Partner Delivered Partner Delivered

- Open service request for end user
- Conduct sufficient problem isolation
- Escalate call to L1 for problem resolution, if
necessary
Level 1 - Deliver resolution for issues with known solutions Partner Delivered Partner Delivered
- Provide service request status updates to End-
User
- Collect and submit error information to Level 2
Technical Support, if necessary
- Provide general information and “how to” support
Level 2 - Isolate, troubleshoot and re-create issue (if Dell Technologies Dell Technologies
necessary) to identify the source of the issue Delivered* Delivered*
- Define issue resolution action plan
- Deliver advanced detailed support on the or or
appropriate products Advanced Support Partner Advanced Support
Delivered Partner Delivered
Level 3 - Run engineering diagnostics for unidentified errors Dell Technologies Dell Technologies
or existing bugs Delivered* Delivered*
- Collaborate with L2 on issue re-creation and root
cause analysis (if necessary)
- Deliver resolution for bugs that have been
identified, but has not yet been published
- Generate engineering workarounds
- Track issue descriptions, bug fixes, case status,
and case root cause analysis
Remote Monitoring** - Provides remote connectivity to Dell EMC N/A Dell Technologies
technical support facility (e.g. SRS) Delivered*
- Monitor equipment status and trigger appropriate
actions
- Dispatch of partner resources when required
Hardware Break/fix - Perform field interventions as required N/A Partner Delivered
- Perform defective spare parts replacement
- Perform Field Change Orders (FCO)
Logistics Support to - Deliver logistics to end user including stocking and N/A Partner Delivered
End User delivery
- Return defective parts to Dell EMC

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 Services Competency Guide

Logistics Support to - Return to Factory: Delivery of Spare parts on a N/A Dell Technologies
Partner by Dell Delivered*
Return to Factory basis
Technologies

Additional Resources

Dell Services Learn the latest about Dell Services including resell offerings, rebates, incentives,
on Partner Portal training, and delivery opportunities to grow your profitability

Delivering Services on Partner Learn about available services competencies, the benefits of delivering services
Portal and how to become a services delivery enabled partner.

A high-level overview of this year’s program, including requirements, benefits and

Channel Program Information
what’s new.

Support Services Delivery Detailed data sheet outlining specific requirements by region for becoming
Enablement Requirements authorized by Dell to deliver support services.

Deployment Services Delivery Detailed data sheet outlining specific requirements by region for becoming
Enablement Requirements authorized by Dell to deliver deployment services.

Services Delivery Operations

Outlines the steps and resources available for delivering deployment services.
Guide

The Services Offering Index is a searchable catalog of Dell Storage Deployment

Service Offering Index
Services and includes offer descriptions and collateral

Find product documentation, services product support bulletins, knowledge base

Dell Technical Support articles (KBAs), technical advisories, as well as TechDirect, MyService360 and
CloudIQ.

Dedicated, 24x5 support for services partners including services delivery training
Channel Services Helpdesk
and certification requirements, applications, and services sales questions

Access delivery tools and resources designed to reduce the time to deliver
Delivery Tools & Resources
services for products that you have become authorized to deploy.

Visit the Partner Portal to learn more about Dell Services or contact the Channel Services Helpdesk for more
information.

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