Contact Phone Number -- 1-877-861-3355

The toll free number for Solution Provider Direct support is 1-877-861-3355. Support is available Monday thru Friday 7 AM to 7 PM CST.

This phone number allows you access to the following:

• Technical Support.
• Sales and Customer Service.
• The status of a system order or warranty parts request.
• The enrollment e-mail address to inquire about training and technician enrollment. This e-mail address is US_SolutionProvider@Dell.com.
  NOTE: When contacting US_SolutionProvider, please reference your tech id and pin number.
• Known extension numbers.

Product Traceability

• The serial number is very important for product traceability. Without the serial number, Dell is unable to support any product. Please have this information ready when calling the Solution Provider Direct support number.
• The serial number enables Dell to locate pertinent information about the product (i.e. system configuration, warranty, who manufactured it, etc.) and your customer information as well.
• It is important that the Solution Provider maintain their customer information and system information (e.g. upgrade, modification, etc). These records and history will be vital, should a safety or retrofit issue affect these customers. Dell will notify the Solution Provider of such issues and include the serial numbers of the affected systems. It is the Solution Provider's responsibility to manage the contact and corrective action for their customers at outlined by Dell.

Warranty Parts

Dell recommends the Solution Provider have all spare parts shipped directly to their own address, not their customer's address. All unbranded system spare parts packaging will be generic, not containing Dell branding. Because there is a risk that a Dell branded part could be dispatched, it is recommended that all parts be addressed to the Solution Provider's address.

Driver and BIOS updates

To download driver and BIOS updates, please go to the File Library and click Downloads. You can then choose "Other_Pentium 510D" in the system type drop down.

NOTE: You will NOT be able to select the 510D when doing a system search, driver search, or operating system search on the file library. You must select 510D from the system type drop down list.

Dell recommends the Solution Provider make a driver CD for your product that can be used on your customer site. We discourage the actual downloading of files at your customer site.

Dell also recommends the Solution Provider make a diagnostic CD, which can be downloaded from the File Library. Diagnostics will be available on the Utility Partition, but if this partition is damaged or destroyed you will need access to diagnostics so you can properly troubleshoot the system. Please see the DCSE training material for information about the Utility Partition.

Monitor support

Different types of monitors may be sold to Solution Provider Direct companies. There are two different support options for the different monitors.

1. A generic monitor will be available with each product. The generic monitor is not branded by Dell or any other vender. Its part number is 8T610.

   If a problem occurs with the generic monitor, Technical Support is responsible for confirming that the monitor is faulty. If this is determined, the Service Provider Direct technician will be referred to TPV International support at 1-800-770-9988.

   To determine if the monitor is the generic monitor, verify the part number is 8T610. The monitor part number can be determined by using one of the following labels.

   • Packaging Label
     
   • Bar Code
     
   • Serial Number
     

2. For any issue with any other monitor purchased from Dell, contact Solution Provider Direct Support at 1-877-861-3355.

Testing

Before the second purchase of an un-branded system, you must complete training on that specific product. To complete online testing, review the documentation for the desired product, and then go to online testing to sign up for and complete your test.

Each technician can register for two attempts at the self-assessment (practice tests). It is recommended that the technician take, and pass, at least one self-assessment before attempting the certification test. The technician is only allowed to register for one certification. If the technician fails the certification, see the note below.

Note: If a technician fails the first certification exam attempt, there is a fee for resetting the test system for a second attempt. The fees to reset the exams are $50.00 for the first reset and $100.00 for the second and all subsequent resets.

Escalations

If an escalation is to occur with sales, customer care, technical support, or training, normal escalation procedures will be followed by contacting the appropriate department from the Solution Provider Direct support number -- 1-877-861-3355.