Online Support Partner Part

Order Process
Part Replenish process for Channel Services Support Partners
Contents

• Next Business Day (NBD)

• Work Order Creation through Online Support
• ASP Order Form
• Return to Factory (RTF)
• Includes RMA Process
• Advance Part Replacement

Part Replacement process is based on the support offer

entitled on the asset.

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Next Business Day (NBD)

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Two Processes for Part Requests
Next Business Day Support (NBD) Program

Two processes for ordering parts under the NBD Program

1. 5 Digit alpha-numeric part number ex. AB543
a. Use this form once an SR is created following this process
2. Part numbers with greater then 5 digits ex. 100-222-3333B
a. Follow the new process outlined in this deck by creating a
Work Order within Online Support.

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Work Order Creation
Through Online Support

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Partner Work Order Creation
New Process Announcement

Partners are now able to order replacement parts for specific partner
supported assets directly from Dell’s Support site.

Benefits
• Centrally located.
• Open Service Requests (SRs) and
create part requests (Work Orders)
direct from Online support
(Dell.com/support).
• Track part request status within SR
summary screen

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Creating Workorder on an
Existing SR

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Service Request screen

Service Requests now show a

link to Create a Workorder
- Link is shown only to
Service Delivery Partners
(SDP)
- SDPs will only be able to
see the SR if the asset has
them listed as the support
partner on the asset
- Link will also only show for
process supported assets
currently*
Note*: For details on which assets currently support this new process please contact the Channel Services Helpdesk

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Create Work Order form
Enter Part Details

Clicking on Create Work Order brings up the

form.
• Can enter up to a total quantity of 4 parts
per work order
• Serial number is required on serialized
parts or the work order will fail to process
• Form currently only supports parts with
greater than 5 digits.
• 5 digit parts will continue to be ordered
through this form.

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Create Work Order Form
Shipping and Contact Details

• Part Shipping address will default to

install at location on file.
• Please update if part is needed to be
shipped elsewhere
• Country cannot be changed at this
time
• Currently Part Pickup locations are
not supported as delivery locations.
• Alternate contact information can be
entered here if needed.

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Create Work Order Form
Submission

Once submitted a summary screen will

be provided.

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Creating a new SR with
Workorder

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Creating a new SR for Parts Request
Creating a new SR for Part Replacement will give the option to Create SR
with Work Order on SDP supported assets.

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Create Service Request w/ Workorder

• Complete form using same

process as if filling out on an
existing SR
• You can set the Severity of the
request on the summary screen

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Create Service Request w/ Workorder
Workorder Summary

• Once the work order is submitted a

summary screen will be provided
• A PDF version of the Workorder can be
downloaded for reference

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Work Order Status
Overview Screen

Part order status will be

provided within SR
summary.
• Please allow up to 6
hrs for order status to
appear.

Alternatively email
gbs.casecreationsupport
@dell.com for WO
information.

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ASP Order Form
To be used for 5 Digit part numbers Only as part of the Next
Business Day (NBD) or Advanced Parts Replacement (ADV)
support offers

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 ASP Order Form

• Website Address for Part Ordering (5

Digit part number only ex. J103D)
https://dd0000000onrwmae.my.site.com/asp

• Lighting Work Order Number - Enter

the SR Case# from tech support

• Requester Group Select “Channel

Services Support Partner”
• Then enter the company name
• Order Requester Email Enter your
company provided email address

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 Entering Part Details

• Entering a SR number and partner

information will present the Part
Information screen.
• By default the ‘Alternative Part Ok’ flag
is ticked as acceptable. This enables
Logistics to send a compatible part if the
original is not available. By unchecking it
is possible that the request will not be
satisfied.
• Search for the failed part by using the
full or partial part number of the failed
part in the search button to add the
required part to the form

Note: All compatible parts are certified by Dell

Technologies as acceptable for use.

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 Entering Part Details

• Entering either a full or partial

part number of the failed part
will return all matching part
numbers for review and
selection
• Selecting the required part will
automatically populate the part
order form
• Enter in the service tag of the asset
as well as the SR# from earlier in
the form

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 Entering Part Delivery Details
Once the valid part(s) are entered and
accepted the Preferred Delivery options
become available:
• Specific Address
• Usually the End User Site or Partner Office

• Warehouse Pickup
• Enable an Engineer or other Authorised user to collect the
part(s) from their nearest Dell Technologies Logistics HUB

• Service Point/PUDO
• Enable an engineer or other Authorised user to collect the
part(s) from a Dell Technologies collection point
• Note: Size limitations may apply

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 Entering Part Delivery Details – Specific Address
Specific Address
• Enter the required delivery address e.g.
• End User Site
• Partner Office
• Engineer Preferred delivery (home)

NOTE: Specific Delivery address are applicable

to Dell Technologies Logistics Radius locations
ONLY

NOTE: Although Same Day and Specific Time

are selectable these are NOT VALID options for
Channel Services Support Partners

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 Entering Part Delivery Details – Warehouse Pickup
Warehouse Pickup
• If a warehouse pickup is required, use
the lookup feature to select the required
location most suitable for an Authorised
Partner Engineer or Representative to
collect

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 Entering Part Delivery Details – Service Point/PUDO
Service Point/PUDO
• If a service point or PickUpDropOff
delivery is required, use the lookup
feature to select the required location
most suitable for an Authorised Partner
Engineer or Representative to collect

• NOTE: Although Same Day and Specific

Time are selectable these are NOT
VALID options for Channel Services
Support Partners

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 Submitting Request
Submit Request
• Once all relevant details entered, select
‘Submit’ to complete the part order
request. This will pass the request to Dell
Technologies Logistics for fulfilment –
Email notifictations will be sent on receipt

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Return to Factory (RTF)

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RTF / RMA Form
https://dd0000000onrwmae.my.site.com/rma/s/
• You will need to place your
request using the Web Based form
located at
https://dd0000000onrwmae.my.site
.com/rma/s/

• You will need an Account

Number. You can use your
Affinity ID here.

• All mandatory fields in the form

will be marked with a red indicator|.

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RTF/RMA Form
Address Entry

• The address fields will

populate based off the
Account numbered
entered

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RTF/RMA Form
Part Entry

• To maximize the control of the process we

need to limit the number of parts you can
place in a request to four parts. If you need
more parts you will need to submit a new
request.

• The Web Based form will allow you to request

either a standard “Ship within 20 days of
receipt of Defective” service or the billable
expedited service “Ship within 48 hours”.

• The form will validate the part number you are

requesting. If the part number entered is a
serialized part then you will need to enter the
serial number you are returning.

• You must enter the failed part number in the

search

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RTF/RMA Form
Submission and Part Shipment
• When you submit the form you will receive
an automatic email acknowledging the
request. This email will include a Case
number and a Salesforce Reference
number. When requesting updates to your
request please reply to the automatic email
so our system can link your email to the
original request.

• When an RMA is generated by Dell/EMC,

another email will be sent with the RMA
For any issues with this process you can still number to be used to return the defective
contact Dell/EMC via email using the address part(s) and the exact Part Number(s) that
: LogsBPInt@dell.com
Dell/EMC will ship against the request.

• When Dell/EMC ships parts against the

RMA, another email will be sent with
shipping details such as Shipment AWB,
Part number and Serial number(s) shipped.
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Advance Parts
Replacement

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Advance Parts Replacement
Using Self-Dispatch through Tech Direct

• Part Replacement for partner supported assets are

handled through Tech Direct.
• Navigate over to Self-Dispatch to create a part
order for the asset

Instructional Video
• How to Create a Self-Dispatch

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Supporting
Documentation

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Parts submission matrix by product.
For partner supported assets under a Next Business Day (NBD) contract
Parts Work Order Process
Category Product Models
Online Support ASP Form
EqualLogic (PS Series) X
PowerEdge Cloud (C Series) X
PowerEdge FX2 X

Servers PowerEdge Modular (M, MX, FX2 Series; VRTX) X

PowerEdge Rack (R Series) X

PowerEdge Tower (T Series)
Speciality/Industrial (XE/XR Series) X
Dell EMC ECS X
Legacy Compellent
PowerFlex X
PowerMax X
PowerScale X
PowerStore X
Data Storage
PowerVault ME/MD/NX/DR/DL/DX/Tape X
SC Series X
SCv Series X
Unity XT X
VMAX All Flash X
XtremIO X
C, H, S, W, X, Z Series X
FORCE10 X
KVM switches X
Networking X x
N-series
(parts > 5 digits) (parts = 5 digits)
PowerConnect x
SD-WAN / VEP x
PowerFlex x
Ready Stack x
Converged / Hyperconverged vSAN Ready Nodes x
Infrastructure VxBlock
VxFlex Ready Nodes x
VxRail x
PowerProtect DD X
Data Protection Appliances X
Data Protection
Avamar X

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