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Transcript of Data Center Tech Brief
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Microsoft Windows 2000Datacenter Server TechnologyBrief
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Description ............................................................................................................................1
Goals...................................................................................................................................... 1
Objectives .............................................................................................................................. 1
Prerequisites ..........................................................................................................................1
Introduction ...........................................................................................................................2
Product Positioning................................................................................................................ 2
Product Features .................................................................................................................... 3
Parts Replacement Procedure for Datacenter ........................................................................ 4
Identifying the Original Configuration File........... .......... ........... .......... ........... .......... ........... . 5
Reloading the Windows 2000 Datacenter Server Image and the Configuration Comparison
Utility.....................................................................................................................................7
DellService Strategy............................................................................................................... 29
Virtual Integration and the DSP Program................. ........... .......... ........... .......... ........... ...... 29Dell Tech Support and the Field Service Technician. .......... .......... ........... .......... ........... . 29
People.............................................................................................................................. 30
Processes..........................................................................................................................30
Technology......................................................................................................................31
Virtual Integration Benefits Dell ......................................................................................... 31
Virtual Integration Benefits the Customer.............. ........... .......... ........... .......... ........... ........ 32
Virtual Integration Benefits .................................................................................................32
DSP Support ............................................................................................................................33
Introduction .........................................................................................................................33General Dell and DSP Responsibilities ...............................................................................33
What DELL Provides the DSP ........................................................................................ 33
How the DSP Responds to a Service Request .................................................................34
DSP Management Tasks.............................................................................................. 34
DSP CRE Tasks...........................................................................................................34
Details of DSP Response Procedures ..................................................................................35
Response Policies ............................................................................................................35
Response Time ............................................................................................................35
Virus Scanning ............................................................................................................35Diagnostic Tests ..........................................................................................................36
Acceptance Certificate................................................................................................. 37
Change in Scope or Unforeseen Problems............. ........... .......... ........... .......... ........... . 37
Liability for Customers Data.......... .......... ........... .......... ........... .......... ........... .......... ... 37
Hardware and Software ...............................................................................................37
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Bill Rates......................................................................................................................38
Next Business Day Service ..................................................................................................39
Whole Unit Dispatch........................................................................................................40
Out of Warranty Repairs (OWR) .....................................................................................41
Defective Parts Returns....................................................................................................42
Return type.......................................................................................................................42
Escalation Process................................................................................................................42
Description .......................................................................................................................42
Typical Reasons for Escalation........... .......... ........... .......... ........... .......... ........... .......... ....43
Escalation Procedures ......................................................................................................45
Asset Tag Utility ..............................................................................................................47
Using the Asset Tag Utility..........................................................................................47
Assigning and Changing an Asset Tag.........................................................................49
Assigning and Changing an Asset Tag.........................................................................49Getting Help on the Asset Tag Utility..........................................................................49
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 1 Dell
DescriptionThis technology brief is to prepare Dell Service
Providers (DSPs) to service the Dell PowerEdge 8450
running Microsoft Windows 2000 Datacenter Server.
This brief provides information on the newprocedures necessary for working with Microsoft
Windows 2000 Datacenter Server, and provides a brief
overview of the new features and benefits of the
operating system.
GoalsThe goals for this technology brief are to help you:
Recognize the benefits and constraints introduced with Microsoft
Windows 2000 Datacenter Server.
Understand the impact of the Windows 2000 Datacenter Server system
certification requirements on serviceability.
Understand the new processes that are required to be followed when
performing service on a Dell PowerEdge 8450 running Windows 2000
Datacenter Server.
ObjectivesAfter completing this brief, participants will be
able to:
Understand the new service procedures required for the Dell PowerEdge8450 when Microsoft Windows 2000 Datacenter Server is installed.
Use the CFGCMP.EXE utility to generate a log file to send to Dell.
Use the W2K DC Resource CD to reload the operating system image.
PrerequisitesBefore working with Microsoft Windows 2000
Datacenter Server on the Dell PowerEdge 8450,
service personnel must have:
DCSE Associates Level Servers V 3.0 or higher certification.
Product training for the Dell PowerEdge 8450.
Experience with the basic procedures for installing and configuring
Microsoft Windows 2000 Advanced Server and drivers in an enterprise-
class server environment.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 2
IntroductionThis document is intended to provide a DSP with an
understanding of Microsoft Windows 2000 Datacenter
Server on the Dell PowerEdge 8450. It will do so
by:
Providing product positioning information explaining the type of customer
and intended use of Microsoft Windows 2000 Datacenter Server.
Providing general information about the features of Microsoft Windows
2000 Datacenter Server and the Dell Windows 2000 Datacenter
Configuration Packet.
Explaining the new support procedures required when servicing a Dell
PowerEdge 8450 running Microsoft Windows 2000 Datacenter Server.
Product PositioningAccording to the Microsoft Windows 2000 Datacenter
Server White Paper, The Microsoft Windows 2000
Datacenter Server operating system is designed for
enterprises that need very reliable high-end
hardware and software for their high-traffic
computer networks It supports up to 32-way
symmetric multiprocessing (SMP) and up to 64
gigabytes (GB) of physical memory. In addition to
the features available in Windows 2000 Advanced
Server, Datacenter Server offers Physical Address
Extension (PAE) to extend physical memorysubstantially, Winsock Direct to facilitate high-
speed communications, and the Process Control tool,
a new job object management tool. Unlike other
Microsoft operating systems, Windows 2000 Datacenter
Server is only available from OEMs, such as Dell,
who have agreed to offer a complete package of
hardware, software, and support services for
customers with mission-critical, large-scale server
needs and have passed their hardware through
rigorous testing to license and support Datacenter
Server.
Microsoft Windows 2000 Datacenter Server is designed
for high-availability (99.9% uptime) installations,
and as a result has stringent configuration and
change management requirements. Any configuration
of a server with Windows 2000 Datacenter Server must
pass a 14-day certification process before it can be
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 3 Dell
shipped. Any introduction of or change to firmware,
hardware, or software with kernel-level interfaces
requires re-certification of the configuration. As
a result, a configuration comparison utility
(CFGCMP.EXE) is available to help identify and
report configuration changes.Dell will deliver Microsoft Windows 2000 Datacenter
Server as a factory-installed option on the Dell
PowerEdge 8450. The Dell PowerEdge 8450 offers up
to 8-way SMP and up to 32 GB of physical memory.
Dell will certify configurations on behalf of
customers wishing to order the Dell PowerEdge 8450
with Microsoft Windows 2000 Datacenter Server
installed.
Product FeaturesMicrosoft Windows 2000 Datacenter Server includesall of the features available in Windows 2000
Advanced Server, and adds or extends features as
listed in the following table:
Feature Windows 2000 AdvancedServer
Windows 2000 DatacenterServer
Maximum # of Processors 8 321
Maximum Memory 8 GB (with PAE) 64 GB2
(with PAE)
Job Object Management Job Object API Process Control Tool
Winsock Direct Support No Yes
Hardware Compatibility
List
Windows 2000 HCL Datacenter HCL
MSCS Failover Cluster
Support
2 nodes 2-4 nodes3
Network Load Balancing Maximum of 32 nodes Maximum of 32 nodes
1Maximum of 32 processors applies per cluster. Dell will offer Microsoft Windows 2000
Datacenter Server on the PowerEdge 8450, which provides support for up to 8 processors per
server.
2The Dell PowerEdge 8450 provides support for a maximum of 32 GB of physical memory.
3MSCS cluster support will not be available from Dell until after the initial launch of
Microsoft Windows 2000 Datacenter Server.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 4
Parts Replacement Procedure for DatacenterDue to the strict configuration certification and
change management requirements, Dell requires the
DSP to take additional action when performing parts
replacement service on a Dell PowerEdge 8450 runningMicrosoft Windows 2000 Datacenter Server. The new
procedure for a typical parts replacement service is
outlined in the table below:
# Parts Replacement Procedure
1. Arrive at the customer site with the requested replacement part.
2. If the server is not capable of running the operating system as a result of the failure,
replace the part(s) and follow the procedure in the Reloading the Windows 2000
Datacenter Server Image and the Configuration Comparison Utilitysection of this
document.
3. Ask the customer to log on as Administrator or an account with Administrator privileges.4. Click Start -> Run, type CMD, and click to launch the command prompt.
5. Change to the C:\DELL\DATACNTR\CONFIG FILE\ directory, and run the configuration
comparison tool using the following syntax:
CFGCMP -d -v -r new_filename14
original_filename5
6. Copy new_filename14 to a blank, formatted floppy diskette.
7. Perform the requested parts replacement procedure.
NOTE: If the parts replacement requires taking the server offline or out of service, be
sure the customer is aware of this requirement.
8. If necessary, restart the server and ask the customer to log on as Administrator or an
account with Administrator privileges.
9. Change to the C:\DELL\DATACNTR\CONFIG FILE\directory, and run the
configuration comparison tool using the following syntax:
CFGCMP -d -v -r new_filename26
original_filename5
10. Copy new_filename26 to a blank, formatted floppy diskette.
11. Ask the customer to send e-mail to [email protected] with the two
files from the floppy diskette (new_filename14and new_filename26) as attachments.
This e-mail should also contain a phone number where you (the servicing technician)
4The file new_filename1 should adhere to the following naming convention:
Pre-service-MMDDYY.nfo.log whereMMDDYYrepresent the month, day, and yearof the service (e.g. Pre-service-112700.nfo.log for service performed on 11-27-00).
5The original_filename should adhere to the naming convention in theIdentifying the
Original Configuration File section of this document
6The file new_filename2 should adhere to the following naming convention:
Post-service-MMDDYY.nfo.log whereMMDDYYrepresent the month, day, and
year of the service (e.g. Post-service-112700.nfo.log for service performed on 11-27-
00).
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 5 Dell
# Parts Replacement Procedure
can be reached.
12. Upon receiving the e-mail, the Dell Datacenter Expert Center will compare the
configuration file with the customers original configuration and place a return call to the
telephone number listed in the e-mail. Estimated time for the return phone call is
approximately 10 to 15 minutes.
13. If the Dell Datacenter Expert Center representative analyzes the configuration and
indicates that it is acceptable, you will be asked to obtain the customers agreement and
close the service call.
If there is a problem with the configuration, the Dell Datacenter Expert Center will
provide additional guidance to help resolve the problem.
Identifying the Original Configuration FileThe CFGCMP.EXE utility and original configuration
log file should exist in the C:\Dell\DataCntr\ConfigFile directory on the Dell PowerEdge 8450 server
with Microsoft Windows 2000 Datacenter Server
installed. The naming convention for the original
configuration log file consists of several
information fields separated by hyphens, and ends
with the .nfo.log file extension. The fields are
listed in the following table:
DataCenterVersion
CertificationBase Date
ComponentRevision
CertifiedRevision
Company ServiceTag
W20 0011 A 01 DELL 8FXEE
With these parameters, the configuration file name and path are as follows:
C:\DELL\DATACNTR\CONFIG FILE\W20-0011-A-01-DELL-8FXEE.nfo.log
The certification team at Dell determines how these
fields are derived and populated. What is important
for you to know is the basic structure of this
filename, which allows you to recognize it quickly.
It should be easy to identify this file if you use
the following procedure:
# Identifying the Original Configuration File
1. Click on Start -> Run, type cmd, and click to launch the command prompt.
2. Type cd Dell\DataCntr\Config File and press .
NOTE: There is a space after cd and another between Config and File. Be sure to
type the double quotes.
3. Identify the Service Tag number for the Dell PowerEdge 8450 server.
4. Type dir *SVTAG.nfo.log and press .
NOTE: The actual Service Tag number for the server should replace SVTAGin the
command above.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 6
# Identifying the Original Configuration File
NOTE: There is a space between dir and the asterisk (*) in the command above.
5. Verify that the filename found adheres to the standard in the previous table, and record
the filename for later use.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 7 Dell
Reloading the Windows 2000 Datacenter ServerImage and the Configuration Comparison UtilityCAUTION: ANY DATA ON THE C: DRIVE WILL BE LOST if this
procedure is followed. This procedure will replace the contents of the
customers C: drive, and should only be used in the event of catastrophicfailure that renders the operating system unusable. Make sure the customer is
aware of this before continuing.
Follow this procedure to reload the image file from
the W2K DC Resource CD that is a part of the
customers Configuration Packet for Windows 2000
Datacenter Server:
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
1. Inform the customer that reloading the image will replace the contents of the C: drive on the
server.
2. Insert the W2K DC Resource CDinto the CD-ROM drive of the Dell PowerEdge 8450 that
needs to have its Microsoft Windows 2000 Datacenter Server image reloaded.
3. Restart the Dell PowerEdge 8450 server, and allow it to boot to the CD-ROM.
4. Press the to select 1. RESTORE: (Please call Dell Datacenter Tech Support
before performing), then press .
NOTE: The default is EXIT: (This will stop and not restore hard disk). You must press the
to select RESTORE if you wish to proceed.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 8
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
5. Press the to select 1. YES: (This will destroy your current Datacenter Image,
Proceed?), then press .
NOTE: The default is NO: (This will stop and not restore hard disk). You must press the
to select YES if you wish to proceed.
The Restore process will automatically load real-mode (DOS) CD-ROM drivers and assign the
CD-ROM as drive Z:.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 9 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
The restore process will then launch Norton Ghost and begin copying the image to the C:
drive.
NOTE: The blue Progress Indicator at the top of the screen will move from 0% to 100% as the
image is restored.
6. After Norton Ghost has finished restoring the image, the following screen will appear.
Remove the W2K DC Resource CDfrom the CD-ROM drive, and press to reboot the
system.
A text-mode Starting Windows status bar will briefly appear.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 10
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
The Windows 2000 Server Family splash screen will briefly appear.
Windows 2000 Datacenter Server will automatically check the integrity of hard disk drive by
running CHKDSK. Once CHKDSK is complete, the system will restart.
A text-mode Starting Windows status bar will briefly appear.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 11 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
The Windows 2000 Server Family splash screen will briefly appear.
Windows 2000 Datacenter Server will automatically complete the final phases of setup.
7. Windows 2000 Server Setup will present the software licensing agreement. Select I accept
the agreement, and then click .
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 12
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
Setup will then begin Installing Devices automatically.
8. After device detection is complete, the system will restart. If the Dell PowerEdge 8450 server
has more than 4 GB of memory installed, be sure to select Microsoft Windows 2000
Datacenter Server with PAE and press to continue loading the OS.
A text-mode Starting Windows status bar will briefly appear.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 13 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
The Windows 2000 Server Family splash screen will briefly appear.
The Please wait dialog box will appear as Windows 2000 Datacenter Server starts services
and initializes devices.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 14
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
9. Press to log on to Windows 2000 Datacenter Server.
10. Type Administrator for the User name, and leave the Password blank. Click to log
on.
NOTE: The initial Administrator password is blank. The customer will need to set the
password.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 15 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
The Please wait dialog box will appear as the settings and policies for the Administrator
account are applied.
After the settings are applied, the default desktop will appear.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 16
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
11. Click Start -> Run, type cmd, and click to open a command prompt window.
12. Type md Dell and press .
NOTE: There is a space between md and Dell in the command above.
13. Type cd Dell and press .
NOTE: There is a space between cd and Dell in the command above.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 17 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
14. Type md DataCntr and press .
NOTE: There is a space between md and DataCntr in the command above.
15. Type cd DataCntr and press .
NOTE: There is a space between cd and DataCntr in the command above.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 18
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
16. Type md Config File and press .
NOTE: There is a space between md and Config File in the command above. Make sure to
type the double-quotes.
17. Type cd Config File and press .
NOTE: There is a space between cd and Config File in the command above. Make sure to
type the double-quotes.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 19 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
18. Make sure that your command prompt reads C:\Dell\DataCntr\Config File>. Type exit and
press to close the command prompt.
19. Insert the Microsoft Windows 2000 Datacenter ServerCD into the CD-ROM drive. It should
autorun and produce the following dialog box:
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 20
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
20. Click .
21. Double-click the Support folder.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 21 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
22. Double-click the Tools folder.
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# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
23. Double-click SUPPORT.CAB to browse the compressed cabinet file.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 23 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
24. Highlight cfgcmp.exe.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 24
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
25. Right-click cfgcmp.exe, and select Extract.
26. Click the + (plus sign) next to Local Disk (C:).
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 25 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
27. Click the + (plus sign) next to Dell.
28. Click the + (plus sign) next to DataCntr.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 26
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
29. Highlight Config File and click .
30. Click the X in the upper right corner to close Windows Explorer.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 27 Dell
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
31. Click .
32. Click Start -> Run, type cmd, and click to open a command prompt window.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 28
# Reloading the Windows 2000 Datacenter Server Image and CFGCMP.EXE
33. Type cd Dell\DataCntr\Config File and press .
NOTE: There is a space after cd and another between Config and File. Be sure to type the
double quotes.
34. Ask the customer for the configuration file diskette that is part of their Configuration Packet.
35. Type copy A:\*.nfo.log and press .
NOTE: There is a space after the word copy in the command above.
36. Ask the customer to return the W2K DC Resource CDand configuration file diskette to their
Configuration Packet.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 29 Dell
DellService Strategy
Dell is an industry leader in providing Customer
Support, and as you can see, Dell has grown to be a
large, successful organization. Dells growth andsuccess can be attributed to several unique ways of
doing business, one of which is the Dell Service
Strategy.
Here is a snapshot of Dells Services Businesses:
Dells direct model positions Dell to deliver the
best end-to-end customer service.
Dell is the single point of contact and is
accountable.
Virtual Integration and the DSP ProgramDells Service Strategy is based on Virtual
Integration and Dells Service Provider (DSP)
Program.
Virtual Integration is focused on the Customer. It
includes every point in the customer interaction
(the End-to-End service process). Virtual
Integration is the relationship within the Service
Technician team:
Dell Tech Support and the Field Service Technician.As a team, we are all expected to share and live the
Customer Service initiative together beginning with
Order and Delivery, through Installation and, of
course, Service and Support.
When the customer experiences a problem, they call
Dell Tech Support. The Service Technician diagnoses
the problem and assists the customer.
85% of all calls are resolved the first time the
customer calls in, while the customer is on thephone.
Dell Tech Support has total accountability for the
resolution of the customer problem.
If the customers issue cannot be resolved on the phone, the Dell Tech
Support Technician initiates a call to the assigned Dell Service Provider.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 30
Calls to Dell Tech Support are managed in real time so all customers calls
are handled quickly and efficiently.
Information is transferred to Field Service Technicians via a secure
Electronic Data Interface (EDI) transaction.
Information is available via the Internet to Field Service Technicians aswell as to customers.
Technicians can access Dell HelpTech.
Customers can access Service Call Status.
The key to success of this model is the link between Dell Tech Support and
the Field Organization. The Customer Experience should be seamless, so that
the customer sees nothing but a smooth transition from the Dell Tech Support
Technician to the Field Service Technician.
If the process is not well integrated, the customer experience will not meet
Dell standards. Our service is only as good as your execution in three areas:People, Processes, and Technology.
PeopleDell Tech Support and the Field Service Technicians
are a team. All of us are part of the Dell
organization, and each technician is expected to be
responsible for correcting the customer situation.
Own It!
Field Service Technicians are an extension of Dell.
They are the eyes and ears of Dell at the customer
location.
Field Service Technicians should have the same
passion for customer service that Dell has.
Field Service Technicians should:
Be responsive to the customer.
Have a sense of urgency about delivering service.
Notify Dell of any customer issues so they can be handled immediately.
Understand that service is one of several aspects of Dell that differentiates
Dell from the competition.
ProcessesProcesses were developed jointly so there would be
seamless integration between companies. You are
expected to recognize that the Dell Service Model is
different from your own companys procedures and to
follow the Dell servicing procedures.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 31 Dell
TechnologySystems were designed with secure EDI transactions
and web-based tools. If you do not close the call
correctly, the information does not get to Dell Tech
Support and the customer does not get the correct
updated information.
Virtual Integration Benefits DellThe model enables Dell to provide its customers with
well-trained experienced technician support. Using
Internet technology and Dell Tech Support
Technicians to solve problems for customers helps
keep the costs at a minimum.
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Version 0.3, 21 November, 2000 DCSE: Windows 2000 DataCenter Server Technology BriefDell Page 32
Virtual Integration Benefits the CustomerReal-time, over-the-phone fixes 85% of the service
calls that come into Dell Tech Support are resolved
over the phone, getting customers systems working
as fast as possible. This means that you see only15% of the customer issues that are called into Dell
Tech Support.
Internet access to solution status This reflects
Dell's commitment to communicate quickly and
directly.
Virtual Integration BenefitsDell saves money. Customers are happier. You may ask, What is in this for
me? There is a lot in it for you. Here are your benefits:
Access to Dells Technical Support staff
Access to Dells Web-based Support tools:
Tech Tips.
Ask Dudley.
Online service call status.
Self-diagnostic tools.
Downloading capabilities.
Time to market is one of Dells foundations. As a
result, your access to new technologies is faster.
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DCSE: Windows 2000 Datacenter Server Technology Brief Version 0.3, 21 November, 2000Page 33 Dell
DSP Support
Introduction
This section contains information pertaining to yourrole in service support to Dell customers. Each DSP
has a procedure manual that defines the processes
and procedures required for the delivery of services
that a DSP provides to support the DELL customers.
Some of the information contained in your PM is
unique to your DSP organization. If you have any
questions regarding your DSPs services, contact
your manager.
The procedure manual (PM) is provided to your
management to achieve the following goals:
Maintain consistency throughout the operations.
Ensure that roles and responsibilities are clearly understood.
Provide the users with a document that clearly states the goals and
objectives of the companies providing the contracted services.
Maintain focus on customer satisfaction.
In addition to your manager, the Dell Support Web
pages provide you the latest service documentation.
Visit the site at www.dell.com/support.
This module provides information on the followingtopics:
Key service and support terms.
Service and support territory DSPs cover.
Services available to DELL customers.
General DELL and DSP responsibilities.
General Dell and DSP ResponsibilitiesUpon receiving a call from a customer requesting
service, the DELL and the DSP perform standard
troubleshooting steps to either correct the problem
or determine if a part(s) needs to be replaced.
What DELL Provides the DSPFor each service call, DELL provides the DSP with
the following information:
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Customer name, address, phone number, and contact name.
Contracted product and serial number (TAG).
Type of service (cost center for time and materials billed to Dell).
Five-digit, alphanumeric service tag number.
Advisory diagnosis/parts advisory.
Type of operating system.
Airbill and parts numbers.
Special instructions or alternate contacts.
How the DSP Responds to a Service Request
For each service request, DSP completes several key
tasks. The tasks are covered in the following
sections.
DSP Management Tasks
Within 15 minutes of receiving the call, the DSP
electronically confirms that the call was received.
Then the DSP assigns the call an SRMS call number
and provides the call number to the DELL.
NOTE: The CRE is not responsible for completing
these two tasks.
DSP CRE Tasks
The DSP CRE completes the following tasks:
Next Business Day Service
By 12:00 noon the day the DSP receives a call, the
CRE provides the customer and the DELL an estimated
time of arrival (ETA).
Two-hour and Four-hour Service
Preliminary ETA
Within one hour of the time the DSP receives a call,
the CRE provides an ETA to the customer and toDELL.
Final ETA
Within one hour, the CRE calls the customer with the
final ETA.
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NOTE: DSP tracks every service call and escalates
each call to DELL Technical Support or management
for assistance, expedited handling, or remedial
procedures as soon as any problem is noted on the
call.
Details of DSP Response ProceduresThe following sections provide details about
selected DSP services. Ask your manager for more
information about services your DSP provides to
DELL customers.
Response PoliciesFamiliarize yourself with the following policies
regarding how DSP responds to DELL customer calls.
Response Time
The DSP responds to the customers call at the
customers location within the prescribed service
time to perform the required services. (See your
DSPs PM for details of covered services.) The DSP
performs these services for each contract product
and contract system, and the DSP verifies that the
system is in working order and is properly
functioning at the customers location as described
below.
Virus Scanning
At the beginning and end of the call, the DSP CRE
performs a virus check on the system being serviced.
Any virus detected at the beginning of the call is
immediately brought to the attention of the customer
and DELL for resolution. If the customer requests
that DSP remove the virus, DELL quotes the price to
the customer based on the time-and-material rate and
issues a new service request. DSP uses software
provided by the customer or provided by DELL toperform virus checks.
IMPORTANT: The DELL and the DSP agree that if a
customer refuses to permit a virus check, the virus-
scanning obligations noted above do not apply.
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Diagnostic Tests
The DSP submits the contract products/systems to
Dells standard diagnostic tests as communicated by
Dell during product training or through other
written (including electronic) communications to the
DSP. Those communications are contained in your PM.See your manager for details.
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Acceptance Certificate
The Acceptance Certificate is used for installation
and upgrade services. DSP obtains the customers
acceptance of the contract products/system by
returning to Dell an acceptance certificatecompleted by the DSP in the form shown in the PM (as
amended from time to time) and signed by the
customer. If the contract products/systems are not
in working order following the installation and
upgrade services or if the customer refuses
acceptance, the DSP escalates the call to Dell in
accordance with the PM. If the DSP completes the
installation, Dell pays the DSP the applicable fee
even though the customer refused acceptance,
provided the DSP followed the escalation and other
procedures set forth in the PM.
Change in Scope or Unforeseen Problems
If the customer requests a change in scope while the
DSP CRE is on-site, or if the DSP discovers that the
service cannot be completed due to circumstances
beyond the DSPs control (for example, equipment
DOA, cabling not completed, hardware or software not
available), the DSP escalates the call to Dell for
guidance as how to proceed. A trip charge or any
other associated activity out of scope is charged toDell on a time-and-material basis.
Liability for Customers Data
The DSP does not accept liability for customers
data. Customers must ensure that a full backup is
performed before the DSP CRE arrives to perform the
service requested.
Hardware and Software
All hardware and associated software (includinglicenses) are provided by Dell or the customer and
are made available at the customer site before the
DSP CRE arrives. The DSP does not enter into any
activity that conflicts with copyright laws.
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Bill Rates
Any services requested that are out of scope are
billed hourly at the then current labor rates or
will be priced separately on a case-by-case basis.
The customer contacts Dell to request such services.
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Next Business Day ServiceThe DSP completes the following procedure to provide
Next Business Day (NBD) service for DELL customers.
# Procedure
1. DELL Technical Support performs call screening with the user (CONUS andOCONUS) and verifies that the customer is entitled to NBD service.
2. DELL Technical Support determines required action during the on-phone diagnosis.
3. The DELL notifies the DSP electronically each time NBD is
required and provides the following details:
1. Customer name, address, phone number, zip code, and
contact.
2. System and model type.
3. Type of service.
4. Five-digit alphanumeric service tag number.
5. Part(s) to be replaced and Airbill.
6. DPS number.
7. Type of operating system.
4. DSP confirms the receipt of the call by assigning an SRMS call number and providingthat call number to the DELL. The DELL service request must be dispatched and
received by DSP by 5:00 p.m. customer local time to qualify for NBD service.
5. The DELL ships (or specifies OCONUS federal parts) the necessary parts to theDSP to arrive the morning of the next business day after the customer called.
6. By 12:00 noon on the day the DSP receives the call, the CRE provides the customerand the DELL an ETA.
7. If the CRE is unable to arrive at the customers location within the applicable arrivaltime, the DSP management promptly advises the customer and the DELL of
revised arrival times.
8. DSP assigns a CRE who will arrive at the customers location during the PPM.
9. When the CRE arrives at the customers location, the CRE performs a pre-servicevirus scan, runs Dell diagnostics, and confirms the DELL advisory diagnosis.
10. The CRE makes repairs and replaces parts as necessary.
11. The CRE validates the repairs and corrective actions and restores the system to
proper operating condition within four hours after arriving at the customers location.12. The CRE performs a post-service virus check.
13. If necessary, the CRE works beyond the PPM for a reasonable period (normally notexceeding one hour) to restore the system to proper operating condition, at no extra
charge to DELL or the customer.
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# Procedure
14. If the CRE is unable to restore the system to proper operating condition within twohours to the customers satisfaction, the DSP management immediately contacts
DELL Technical Support and arranges to complete the work to the customers
satisfaction.
15. If the DSP is unable to solve a customer's problem because the DELL delivered thewrong spare part, the DSP agrees to provide on-site diagnosis for one hour to
determine the appropriate spare part(s) to solve the customers problem. This
diagnosis is provided at no extra charge.
16. If the DSP is unable to complete the diagnosis within one hour because of thecomplexity of the customers problem, DSP notifies DELL Technical Support.
17. DELL Technical Support either advises DSP to discontinue the diagnostics orauthorizes DSP to remain on-site to continue the diagnostics until the problem has
been found and the appropriate replacement spare part(s) has been identified. This
becomes a billable situation between the DSP and the DELL or between the DSP
and the customer, at the DELLs discretion.
18. When the system has been restored to proper operating condition, the DSP CREcloses the call within one hour via SRMS, and the DSP management notifies theDELL electronically that the work has been completed to the customers
satisfaction.
19. The call closure information is as follows:
8. DELL call number.
9. DSP SRMS call number.
10. Time and date of call closure.
11. Part number(s) and quantity used.
12. DELL serial number.
13. Return waybill number (RMA number).
14. Unused parts return documentation.
Whole Unit DispatchTypically, no dispatch is placed with the DSP for
Whole unit replacement. However, in unique
situations, a dispatch may be placed.
From time to time, DELL and DSP will agree on the
system components that can be easily connected and
disconnected and can therefore be subject to WholeUnit Dispatch. The service outlined below will be
available in all locations eligible for standard NBD
or 3rd Business Day service. Delivery will be on a
NBD/3rd Business Day basis after the dispatch is
placed with the DSP. The Whole Unit Dispatch
components are:
Monitor.
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Keyboard.
Mouse.
External speakers.
External tape backup unit.
External zip backup drive.
The procedure for Whole Unit Dispatch is as follows:
# Procedure
1. The DELL notifies the DSP each time a Whole Unit Dispatch is required andprovides the following details:
15. Customers name and location
16. Customers phone number
17. Item to be replaced and five-digit, alpha-numeric
service tag number of system
18. Response time required (for example, NBD or 3rd
Business
Day)
2. The DSP may decline response times other than NBD, and in such an event theDELL will provide expedited shipment to enable the DSP to provide NBD response.
3. The DSP confirms that it received the call by assigning a call number and providingthat call number to the DELL.
4. The CRE arrives at the customers location during the PPM and within the requiredarrival time.
5. The CRE disconnects the system/component to be replaced and connects thereplacement.
6. The CRE tests the system to determine if it functions properly after replacement.
7. After completing the service, the DSP provides call closure information in SRMS.
NOTE: The DSP is not required to diagnose or repair
faults. If the system does not function properly
after replacement, the DSP escalates the call to
DELL.
Out of Warranty Repairs (OWR)
If the DSP CRE determines that the required fix is
not covered under warranty, the DSP must immediatelycontact DELL Technical Support and escalate the
issue. DELL will inform the customer that the
service is not covered under the warranty. DELL
will work with the customer and the DSP to find the
best possible solution to the problem.
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Defective Parts ReturnsThe DSP must return all parts from each service call
to the DELL designated carrier within two business
days.
The following information is required with a
defective part returned to Dell:
Dell RMA number (same as the Dell DPS number).
Dell part description.
Call reference number.
Logistics area/site.
DSP part number.
Date of failure.
Failure detail (clear description of the failure as opposed to a reported
symptom).
CREs name/organization and assignment number.
NOTE: Below the CREs name, the CRE should include
the CREs Dell service identification number.
Dell cabinet serial number (TAG) (the five-digit,
alpha-numeric number located on the back of the
system)
Return type
Did Not Consume forms for any part not installedand returned to Dell in good working condition
NOTE: Dell verifies tags for quality of information
being reported.
Escalation Process
DescriptionEscalations are situations that require a transfer
of responsibility from the Dell Service Provider
(DSP) to the Dell Marketing Limited Partnership
(DELL) or vice versa. Escalations are coordinated
by product to the Dell Technical Support Service
Group and to the DSP on-site Program Office. This
module provides an overview of the escalation
process. Dell has provided your manager a procedure
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manual that addresses escalation processes unique to
your region.
The DELL Technical Support or Service Alliance
Manager is the contact point for DSP escalation. The
DSP PMO or Call Center Operations is the contact
point for DELL escalation.
You can find details of each DSP-specific process in
the DSP Procedure Manual (PM) which defines the
processes and procedures required for delivery of
services to be performed by the DSP to support DELL
customers. Your manager has a copy of the PM and can
answer questions pertaining to your DSP process.
Typical Reasons for EscalationA number of situations warrant escalation. The DSP
and DELL work to provide the customer a resolutionto the escalation. Typical instances for escalation
include the following:
DELL provides incorrect information in a DSP service request (phone
number, contact name, zip code, or address).
DSP is unable to contact a customer by 12:00 noon on the same day the
call is received.
DSP is unable to meet the required response time for the requested
service.
The customer does not have Dell Diagnostic diskettes to enable testing.
Technical assistance is needed to complete the service request.
DSP is unable to resolve the issue to the customers satisfaction.
DSP is unable to successfully diagnose the problem within two hours after
arrival on site.
Parts used on a service call are defective.
Dell sent the wrong part.
Customer satisfaction is below an acceptable level after service is
complete.
DSP is unable to resolve the issue within four hours after arrival on site.
The customer escalates the issue to DSP or DELL.
During an on-site visit, DSP discovers that the contract products/systems
have been damaged as a result of fault or neglect on the part of the
customer.
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In addition, normal DSP field-operation management
escalations may apply.
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Escalation ProceduresA service call problem is subject to the escalation
policy when the problem affects the customers
business and/or the problem has not been solved
within a reasonable timeframe. This built-inescalation procedure ensures that the appropriate
technical expertise or management attention is
applied to a problem. The DSP works with the
Customer Resource Engineer (CRE) to offer specific
resources, skills, and experience to handle the
exceptions and expedite problem resolution.
The CRE assigned to the service call must meet the
following requirements before contacting the DSP:
The CRE must be trained/certified on specified equipment before
servicing any Dell computer. The CRE must provide the Dell equipment service tag number (serial
number) and Dell incident number.
A similar process is used for both telephone support and logistics, and
may be modified to meet the requirements.
If the CRE needs to escalate the call to the DSP,
the following procedure must be completed:
# Escalation Procedure
1. Call Dell Technical Support or the phone number listed in the text of the call log.
2. Provide the Technical Support person with a description of the equipment (OEM
Incident #), DSP number, serial number (service tag number), and model.
3. Provide exact details of the problem(s) and the troubleshooting steps that have been
taken.
4. Ensure that the call STOP CODE information is updated properly through the Service
Provider Support Center.
If the estimated time of arrival (ETA) cannot be
established within one hour, the following procedure
must be completed:
# Escalation Procedure
1. The CRE notifies the on-site Support Manager.
2. The Customer Support Center (CSC) monitors the ETA Monday through Friday, 8:00
a.m. to 6:00 p.m. local time, and pages the Service Manager. The CSC monitors calls
24 7 and pages the appropriate Service Provider duty manager.
3. The CRE notifies the customer of any changes to the ETA.
4. The CRE notifies Dell Technical Support of any ETA changes.
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# Escalation Procedure
5. The providers dispatch system is updated with the change.
6. The CRE notifies the on-site Support Manager again.
If the CRE cannot meet the established ETA within
the specified period, the following procedure mustbe completed:
# Escalation Procedure
1. The CRE contacts the customer to re-establish the ETA.
2. The CRE contacts the support center to update the call.
3. The CRE notifies Dell Technical Support of any ETA changes.
4. The CRE contacts the on-site Support Manager.
If the CRE cannot reach the customer (Customer
Delay), the following procedure must be completed:
# Escalation Procedure1. The CRE updates the call with the proper STOP CODE and electronically notifies
Dell.
2. The CRE notifies the on-site Support Manager.
3. The CRE notifies Dell after four unsuccessful attempts over four days to contact the
customer.
4. If the CRE cannot contact the customer, the CRE closes the call.
5. Dell closes the call.
If the CRE does not have the proper part in stock to
take the call (Part Delay), the following procedure
must be completed:
# Escalation Procedure
1. The CRE calls the Logistics Resource Center.
2. The CRE notifies Dell electronically, updating the call with the proper STOP CODE.
3. The CRE notifies the on-site Support Manager.
4. The on-site Support Manager calls the Priority Desk for escalation and status of parts
shipment.
If a CRE spends approximately two hours on site and
believes that the problem cannot be solved within
the specified timeframe, the CRE escalates the call
to local field management and Dell Technical
Support.
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If the problem is not solved during the first on-
site visit, the CRE notifies Dell Technical Support.
If customer satisfaction is below an acceptable
level upon completion of service, the CRE must
notify the on-site Support Manager and Dell
Technical Support.
If the ETA has expired, the DSP Customer Support
Center analyst pages the CRE and telephones the
appropriate DM/SOS for resolution. The CRE notifies
the on-site Support Manager.
If the customer contacts Dell Technical Support
because expected timeframes have not been met, the
technician should complete the following procedure:
# Escalation Procedure
1. Check service provider status in DSP.
2. Check parts status, if needed.
3. Contact service provider, if needed.
4. Update customer on status.
5. Escalate the call to the U.S. DSP mailbox.
Asset Tag UtilityThe Asset Tag utility allows you to enter an asset
tag number for your system.
NOTE: The Asset Tag utility works only on systems
running MS-DOS.
Using the Asset Tag Utility
To create the Asset Tag utility diskette and boot
the system, perform the following steps:
# Creating the Asset Tag Utility diskette.
1. There are no prerequisite steps to creating the asset tag utility diskette.
2. Create the asset tag utility diskette:
19. If you have not already done so, create a bootable Asset Tag
Utilities with CD-ROM diskette from the Dell OpenManage Server
Assistant CD using the Create Diskettes option.
20. Insert the diskette into the diskette drive and reboot the
system.
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NOTE: The Asset Tag utility diskette contains CD-ROM
drivers that provide access to the CD-ROM drive when
you boot from the diskette.
After you boot the system with the Asset Tag utility
diskette, you can use the Asset Tag utility to enter
an asset tag number that you or your organizationassigns to the system. You can also use the Asset
Tag utility to reenter the system's service tag
number if that becomes necessary.
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Assigning and Changing an Asset Tag
An asset tag number can have up to ten characters;
any combination of characters, excluding spaces, is
valid.
# Assigning or Changing an Asset Tag.1.
Do the following before Assigning or Changing an asset tag:
21. Perform the steps in "Using the Asset Tag Utility."
2. Assign or change an asset tag number:
Type asset and a space followed by the new number. For example, type the following
command:
22. asset 1234567890
23. Press .
24. When you are prompted to verify the asset tag number, type y and
press .
25. The system then displays the new or modified asset tag number
and the service tag number.
Assigning and Changing an Asset Tag
The asset tag number can be deleted without
assigning a new one.
# Deleting an Asset Tag.1.
Do the following before deleting an asset tag:
26. Perform the steps in "Using the Asset Tag Utility."
2. Assign or change an asset tag number:
27. Type asset /d.
28. Press .
Getting Help on the Asset Tag Utility
The asset tag utility has a help screen.
# Getting Help on the Asset Tag Utility.1.
29. Do the following before getting help on the asset tag utility:
30. Perform the steps in "Using the Asset Tag Utility."
2. Assign or change an asset tag number:
31. Type asset /?.
32. Press .
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