Request for Service. All trouble calls and requests for service shall be made directly to Dell. Dell shall work with Customer to provide remote trouble shooting and fault isolation to determine the probable cause of failure. When requesting service, the Customer shall provide Dell with (a) the name and address of the Equipment user, (b) a description of the Equipment type, (c) part number, (d) model number, (e) unit service tag or serial number and (f) explanation of the symptoms that indicate that a problem exists. Note that Dell may require the unit to have the latest software/firmware updates installed as part of the resolution for the problem. If field service is necessary, and Customer has Complete Care Plus coverage, at our discretion, as determined by Dell customer support staff, Dell will contact SPO for service. SPO will be dispatched with the appropriate test equipment and replacement parts. It is the responsibility for the Customer to maintain the unit according to the user documentation included with the system. Field service will not be dispatched to handle normal maintenance items and/or replacing consumable items such as the batteries. For installation services, Dell will require a minimum of twenty (20) working days advance notice.
Appears in 3 contracts
Sources: Service Partnership Agreement, Service Partnership Agreement, Service Partnership Agreement