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Dell World Wide Warranty

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Service Description
Basic Hardware Support
© 2007 Dell Inc. All Rights Reserved
Basic Hardware Support v 1.0, 12-14-07 Page 1 of 7
Service Overview

Dell is pleased to provide Basic Hardware Support (the “Service” or “Basic”) in accordance with this document
(the “Service Description”) and the on-site and/or mail-in level of service purchased by Customer (if any). This
Service provides support with defects covered under the Customer’s Limited Warranty defined at the time of
purchase or time of extension/renewal for Dell-branded client, server, storage, networking and storage
products. Specifically, Basic includes the following support:

• Access to Basic telephone support queue which provides basic hardware break/fix troubleshooting
phone support for a Supported Product (as defined below) during business hours (Monday through
Friday from 8:30 AM to 5:00 PM, excluding regularly observed holidays).

• Remote troubleshooting assistance for many common support issues, when available and with
Customer’s consent, in which Dell technicians connect directly to the user’s system over a secure
internet connection to expedite and enhance the troubleshooting process.

• Access to online support at www.support.dell.com provides 7x24 online access to technical information.
• On-site dispatch of service technician and/or warranty parts to Customer’s business location during
business hours (as necessary and according to level of on-site service purchased) for repairs and
resolution necessary due to a defect in materials or workmanship on the Supported Product.
• CAR [YVW comment: what is this and can we please define] service and support (as necessary and
according to level of service purchased) for repairs and resolution necessary due to a defect in
materials or workmanship on the Supported Product.

Supported Product: This Service is available on select Dell OptiPlex™, Latitude™, Dell
Precision™, Vostro™ personal computers, Dell printers, PowerEdge™, PowerEdge SC™,
PowerVault™, PowerConnect™,which are in a standard configuration (the “Supported Product”).
The Basic Supported Product covered under this Service Description is identified on Customer’s
Dell invoice. A separate Basic Support contract must be purchased by Customer for each
Supported Product. (For instance, the printer attached to an entitled system is NOT covered unless
the printer has a separate support contract of its own.) Each Supported Product will be tagged with
a serial number (the “Service Tag”).

Please read this Service Description carefully and note that Dell reserves the right to change or modify any of
the terms and conditions set out in this Service Description at any time, and to determine whether and when
any such changes apply to both existing and future Customers.

Support Procedures
Contacting Dell For Service
Low-Urgency Support Requests: For issues not requiring urgent response, Customer may submit a
service request online through the Support website for the appropriate region:

Web site:
• Europe — http://Support.euro.dell.com/
Hardware Phone Support Queue: Basic Support is intended for use during business hours Monday
through Friday from 6:00 AM to 7:00 PM, excluding regularly observed holidays.

1. Before Customer contacts Dell, have the following information available:
• Service Tag number and/or case number.
• Supported Product's invoice and serial numbers.
• Model number of the Supported Product.
• Current version of the operating system.
• Brand names and models of any peripheral devices (such as a modem) being used; and
• Description of the problem and any troubleshooting steps Customer has already taken.
Service Description
Basic Hardware Support

© 2007 Dell Inc. All Rights Reserved
Basic Hardware Support v 1.0, 12-14-07 Page 2 of 7
2. Call for Assistance

• Call the telephone number for this Service: 1-xxxxx. Call from a location which includes
physical access to the Supported Product if needed during phone-based troubleshooting.

• Calls to this Support number outside normal business hours (6:00 AM to 7:00 PM, excluding
regularly observed holidays) may have significantly longer hold times, and the analyst may
need to schedule a call-back during normal business hours.

• Provide the Service Tag number and other information as requested to the analyst. Analyst
will verify support level and any expiration of Services.

• Provide the Service Tag number and other information as requested to the analyst.

• The analyst will verify the support level and expiration of service for the Supported Product.
3. Assist with Phone-Based Troubleshooting

• When requested, identify error messages received and when they occur; what activities
preceded the error message; and what steps Customer have already been taken.

• Provide current version of the Operating system

• Provide brand names and models of any peripheral devices (such as modem) being used

• The analyst will go through a series of standardized troubleshooting steps over the phone to
help diagnose the issue.

• If Customers do not wish to or are not able to perform initial phone-based troubleshooting,
Customers must upgrade the Supported Product to ProSupport and purchase the optional
on-site troubleshooting resolutions. If on-site dispatch is necessary, analyst will provide
Customer with additional instructions.

On-Site Support
On-site response options vary depending on the type of service Customer purchased. Customer’s invoice
indicates Customer’s type of on-site response, if any. Provided all applicable terms and conditions set out in
this Service Description have been fulfilled and Customer has purchased on-site support, following phone
based troubleshooting and problem determination, the analyst will determine if the issue requires an on-site
technician and/or part to be dispatched. Dell will dispatch a service technician to the Customer’s business
location (indicated on Customer’s invoice or Customer’s applicable separately signed agreement with Dell) as
necessary and pursuant to the table below. Work may be temporarily suspended if additional parts or
resources are required, but work will resume when they become available.
Type of On-Site
Response
On-Site Response Time Restrictions/Special Terms
Next Business Day
On-Site Response
Service
Following phone-based
troubleshooting, a technician
can usually be dispatched to
arrive on-site the next business
day.

• Available 5 days during local business week -
excluding regularly observed local holidays; Local
business hours.

• Calls received by Dell after 5:00 PM local time
and/or dispatches made after that time may
require an additional business day for service
technician to arrive.

• On select Dell models only.

• Where NBD service is not available an alternative
SLA will be agreed
Missed Service Visit. If Customer or Customer’s authorized representative is not at the location when the
service technician arrives, the service technician cannot service the Supported Product. The technician will
leave a card to let Customer know he or she was there. If this occurs, Customer may be charged an
additional charge for a follow-up service call.
Collect & Return Support
Service Description
Basic Hardware Support

© 2007 Dell Inc. All Rights Reserved
Basic Hardware Support v 1.0, 12-14-07 Page 3 of 7
European collect & return services include, from the date of delivery, a support service in addition to
Customer’s statutory entitlements which is designed to assist in giving Customer peace of mind. Should the
system develop a fault, Dell’s CAR service can provide a collect, repair and return service after completion of
the support procedures listed below (including a problem diagnosis service via website or telephone) for the
duration of the service period. This service is available for Inspiron, value Latitude and Dimension systems
only

*See invoice to confirm length of service after which the service is subject to a separate charge.
Notwithstanding the length of service period, Dell provides 1 year non-upgradeable hardware [YVW comment:
why called hardware if support to consumables?] support for Dell consumables and accessories such as media,
carry cases, CMOS batteries and notebook batteries. After expiration of the initial length of service, additional
service cover is available at a separate charge.
Support Procedures – the 4 levels of support

Dell’s CAR Service supplements your statutory rights and incorporates the following standard support
services plus a collect, repair and return service if necessary:

1. 30-day getting started assistance – Dell offers a standard 30-day telephone support program at no
additional charge for installation optimization, configuration and limited usage questions during the
critical 30-day period after delivery of your system. This program is available on factory installed
operating systems and desktop/notebook applications.

2. 24/7 comprehensive on-line support – Dell’s standard support website provides on-line assistance,
including troubleshooting information, problem diagnosis tools and downloads.

3. Telephone technical support – Dell provides telephone support to all Customers to assist
troubleshooting problems on Dell hardware.

4. European collect and return service covering labour and the expedited repair or replacement of parts
in the main system unit, including monitor, keyboard and mouse, if not ordered separately, within 6
business days and after confirmed diagnosis with Dell technical support.
Basic Service Does Not Include:

• Operating system, software or database assistance or support.
• Media replacement for non-Dell branded / manufactured software (i.e. Microsoft® Office) or software
Dell no longer ships with new systems.
• Assistance with configuration, optimization, installation, relocation, or upgrades.
• Access to senior-level engineers.
• Fast-Track Dispatch service.
• Emergency dispatch or Customer-set incident severity levels.
• Case management or escalation management.
• Warranty, repair, or any other type of service for third party products or collaborative support with
third party vendors or partners.
• Accessories, operating supplies, peripherals or parts such as batteries, frames, and covers.
• Preventive maintenance.
• Support or repairs for any damage to or defect in the Supported Product that is cosmetic only or
otherwise does not affect device functionality. Dell will not repair wear and tear on the device and
other superficial items, such as scratches and dents.
• Support for equipment damaged by misuse, accident, abuse of Supported Product or components
Service Description
Basic Hardware Support
© 2007 Dell Inc. All Rights Reserved

Basic Hardware Support v 1.0, 12-14-07 Page 4 of 7
(such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of incompatible
devices or accessories, improper or insufficient ventilation, or failure to follow operating instructions),
modification, unsuitable physical or operating environment, improper maintenance by Customer (or
Customer’s agent), moving the Supported Product, removal or alteration of equipment or parts
identification labels, or failure caused by a product for which Dell is not responsible.

• Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by
anyone other than Dell (or its authorized representatives).

• Items purchased and/or installed through Dell software & peripherals (Readyware)

• Business users’ custom factory integration items will not be supported unless specifically agreed in
writing by Dell.

• Support for damage resulting from an act of God such as, but not limited to, lightning, flooding,
tornado, earthquakes, and hurricanes.

• Any recovery or transfer of data.

• Any activities or services not expressly described in this Service Description.
Customer Responsibilities

• Software/Data Backup. It is the Customer’s responsibility to complete a backup of all existing
data, software, and programs on Supported Products prior to Dell performing any Services. DELL
WILL NOT BE RESPONSIBLE FOR LOSS OF OR RECOVERY OF DATA, PROGRAMS, OR LOSS OF
USE OF SYSTEM(S) OR NETWORK.

• Authority to Grant Access. Customer represents and warrants that it has obtained permission for both
Customer and Dell to access and use the Supported Product, the data on it, and all hardware and
software components included in it, for the purpose of providing these Services. If Customer does not
already have that permission, it is Customer’s responsibility to obtain it, at Customer’s expense, before
Customer asks Dell to perform these Services.

• Cooperate with Phone Analyst and On-site Technician. Customer agrees to cooperate with and
follow the instructions given by Dell phone analyst and its on-site technicians. Experience shows that
most system problems and errors can be corrected over the phone as a result of close cooperation
between the user and the analyst or technician.

• Supported Releases. Customer must maintain software and Supported Product(s) at Dell-specified
minimum release levels or configurations as specified on PowerLink for Dell | EMC Storage or as
specified on www.support.dell.com for Supported Products. Customer must also ensure installation of
remedial replacement parts, patches, software updates or subsequent releases as directed by Dell in
order to keep the Support Product(s) eligible for this Service.

• Third Party Warranties. These Services may require Dell to access hardware or software that is not
manufactured by Dell. Some manufacturers’ warranties may become void if Dell or anyone else other
than the manufacturer works on the hardware or software. It is Customer’s responsibility to ensure that
Dell’s performance of Services will not affect such warranties or, if it does, that the effect will be
acceptable to Customer. DELL DOES NOT TAKE RESPONSIBILITY FOR THIRD PARTY
WARRANTIES OR FOR ANY EFFECT THAT THE DELL SERVICES MAY HAVE ON THOSE
WARRANTIES.

• On-Site Obligations. Where Services require on-site performance, Customer must provide free, safe
and sufficient access to Customer’s facilities and the Supported Product(s). Sufficient access includes
ample working space, electricity, and a local telephone line. A monitor or display, a mouse (or pointing
device), and keyboard must also be provided (at NO cost to Dell), if the system does not already include
these items.

• Mail-In Support. Where Services require mail-in service, Customer must comply with all Mail-in
procedures and terms.
NOTE: If Customer fails to comply with the responsibilities and terms outlined in this Service Description, then
Dell is not obligated to provide the Service.
Service Description
Basic Hardware Support

© 2007 Dell Inc. All Rights Reserved
Basic Hardware Support v 1.0, 12-14-07 Page 5 of 7
Important Additional Information
Geographic Limitations. The Services described in this Service Description will only be available to original
purchasers of the Supported Product located within the country of purchase or where equivalent service is
available as determined by Dell, and to any person who receives this Service Description through a transfer
from the original buyer in accordance with Dell’s transfer procedures. Some Services may be limited to the
product’s original shipment location.
Cisco. Dell has contracted with Cisco and is utilizing Cisco technical resources in delivering ongoing support
for select Cisco products as part of Dell’s overall services solution.
Assignment. Dell may assign these Services and/or Service Description to qualified third party service
providers.

Whole Unit Replacement. If the analyst determines that the component of the defective Supported Product
is one that is easily disconnected and reconnected (such as a keyboard or monitor), or if the analyst
determines that the Supported Product is one that should be replaced as a whole unit, Dell reserves the right
to send Customer a whole replacement unit. If a Dell technician delivers a replacement unit to Customer,
Customer must relinquish the defective system or component thereof to the Dell technician, unless Customer
has purchased Keep Your Hard Drive for the affected system in which case Customer may retain the
respective hard drive(s). If Customer does not relinquish the defective unit to the Dell technician as required
above, or if (in the event the replacement unit was not delivered in person by a Dell technician) the defective
unit is not returned within ten (10) days, Customer agrees to pay Dell for the replacement unit upon receipt of
invoice. If Customer fails to pay such invoice within ten (10) days after receipt, in addition to any other legal
rights and remedies available to Dell, Dell may terminate this Service Description upon notice.
Parts Ownership. All Dell service parts removed from the Supported Product and returned to Dell become
the property of Dell. Customer must pay Dell at the current retail price(s) for any service parts removed from
the Supported Product and retained by Customer (except for hard drives from systems covered by Keep Your
Hard Drive service) if Customer has received replacement parts from Dell. Dell uses new and reconditioned
parts made by various manufacturers in performing warranty repairs.
Parts Stocked. Dell currently stock parts in various locations throughout the world. Selected parts may not
be stocked in the location closest to a Customer’s site. If a part that is needed to repair the Supported
Product is not available from a Dell facility near Customer’s location and must be transferred from another
facility, it will be shipped using overnight delivery.
Support Limitations. Dell is not liable for any failure or delay in performance due to any cause beyond its
control. Service extends only to uses for which the Supported Product was designed.
Term and Renewal. Customer will receive Services for the term indicated on Customer’s invoice. Prior to
the expiration of the Service term, Customer may be entitled to extend the term depending on available
options then in effect and in accordance with Dell’s then-current procedures.
In addition, Dell may, at its option, propose to renew this Service by sending Customer an invoice to renew
the Services. Customer may, at its option, and only where permitted by law, agree to such renewal of the
Services by paying such invoice by the due date. Payment of renewal invoices shall indicate Customer’s
agreement to extend the term of this Service for the periods covered by such invoice. If Customer elects not
to pay a renewal invoice, Services will be discontinued as of the expiration date set out on the original or last
paid Customer invoice.
Relocation. These Services will be delivered to the site(s) indicated on the Customer’s invoice or Customer’s
applicable separately signed agreement with Dell. Customer agrees to give Dell at least thirty (30) days
notice online at http://www.dell.com/global tagtransfer prior to relocating any Supported Products. These
Services are not available at all locations. Dell’s obligation to supply these Services to relocated Supported
Products is subject to local availability and may be subject to additional fees, and to inspection and
Service Description
Basic Hardware Support
© 2007 Dell Inc. All Rights Reserved
Basic Hardware Support v 1.0, 12-14-07 Page 6 of 7
recertification of the relocated Supported Products at Dell’s then current time and materials consulting rates.
Customer will provide Dell with sufficient, free, and safe access to Customer’s facilities for Dell to fulfill these
obligations. This Service does not include support for damages resulting from moving the Supported Product
from one geographic location to another or from one entity to another.
Cancellation. Customer may terminate this Service within thirty (30) days of Customer’s receipt of the
Supported Product by providing Dell with written notice of cancellation. If Customer cancels this Service
within thirty (30) days of receipt of the Supported Product, we will send Customer a full refund less the costs
of support claims, if any, made under this Service Description. However, if more than thirty (30) days have
transpired since Customer’s receipt of the Supported Product, Customer may not cancel this Service except
as provided by applicable local law which may not be varied by agreement.
Dell may cancel this Service at any time during the Service term for any of the following reasons: Customer
fails to pay the total price for this Service in accordance with the invoice terms; Customer makes a
misrepresentation to Dell or its agents; Customer refuses to cooperate with or threatens in any manner the
assisting analyst or on-site technician; Customer’s repeated misuse of this Service for out of scope issues; or
Customer otherwise breaches or fails to abide by all of the terms and conditions set out in this Service
Description. If Dell cancels this Service, we will send Customer written notice of cancellation at the address
indicated in our records. The notice will include the reason for cancellation and the effective date of
cancellation, which will be not less than ten (10) days from the date we send notice of cancellation to
Customer, unless local law requires other cancellation provisions that may not by varied by agreement. IF
DELL CANCELS THIS SERVICE PURSUANT TO THIS PARAGRAPH, CUSTOMER SHALL NOT BE
ENTITLED TO ANY REFUND OF FEES PAID OR DUE TO DELL.
Dell may, at its discretion, terminate this Service Description on thirty (30) days notice to Customer, in which
case Customer will be entitled to receive a pro-rated refund of any unearned support fees that Customer has
paid. Any refund will be determined by Dell based on the passage of time and/or the number of support
incidents at Dell’s discretion.
Transfer of Service. Subject to the limitations set out in this Service Description, Customer may transfer this
Service to a third party who buys Customer’s entire Supported Product before the expiration of the thencurrent
service term, provided Customer is the original purchaser of the Supported Product and this Service
Description, or Customer purchased the Supported Product and this Service Description from its original
owner (or a previous transferee) and complied with all the transfer procedures set out in this Service
Description (including relocation terms above) and online at
http://support.dell.com/support/topics/global.aspx/support/change_order/en/tag_transfer. A transfer fee may
apply.
Please note that if Customer or Customer’s transferee moves the Supported Product to a geographic location
in which these Services are not available or not available at the same price as Customer paid for this Service,
Customer may not have coverage or may incur an additional charge to maintain the same categories of
support coverage at the new location. If Customer chooses not to pay such additional charges, Customer’s
Service may be automatically changed to categories of support which are available at such price or a lesser
price in such new location with no refund available.
Except as described above, Customer may not assign or otherwise transfer this Service or Customer’s rights
under it, or delegate Customer’s obligations without Dell’s prior written consent. Any attempt to do so is void.
Terms and Conditions. Dell is pleased to provide these Services in accordance with this Service
Description and either the terms and conditions of the Dell Customer Master Services Agreement at
http://www.euro.dell.com/service-descriptions or Customer’s applicable separately signed agreement with
Dell.
Service Description
Basic Hardware Support
© 2007 Dell Inc. All Rights Reserved
Basic Hardware Support v 1.0, 12-14-07 Page 7 of 7
PowerEdge, PowerVault, PowerConnect, OptiPlex, Precision, Latitude, and Vostro are trademarks of Dell, Inc.
Microsoft is a registered trademark of Microsoft, Corporation.

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