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Dell Support Services Application Program Interfaces (APIs) Overview June 2013

Dell Support Services Application Program Interfaces (APIs) Overview June 2013. Support Case Management API – Benefits and Availability. An electronic channel that enables transactional management of support cases directly between Dell and the customer’s Help Desk.

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Dell Support Services Application Program Interfaces (APIs) Overview June 2013

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  1. Dell Support Services Application Program Interfaces (APIs)OverviewJune 2013

  2. Support Case Management API – Benefits and Availability • An electronic channel that enables transactional management of support cases directly between Dell and the customer’s Help Desk. • An extension to the customer’s Help Desk system enabling a single console to manage support cases with Dell. What is it? • Connection: Customers may securely create support cases and receive updates using their own help desk environment. • Convenience: Customers bypass typical case management steps, eliminating multiple contact pointsand enabling direct access to up-to-date information. • Control:Empowers customers to manage their issues and resolutionsas preferred. Customer Benefits • In-warranty systems with ProSupport entitlement only • Enterprise systems  (launched FY14 Q1) • Client systems target launch FY14 Q2/3 Availability? Confidential 2

  3. Support Case Management API - Work Flow Customer Dell Customer opens TTin their helpdesk 1 Helpdesk Customer submits TT to Dell via API 2 3 Automatic support case creation Customer is notified 4 Customer contact • The Support Case Management API will be made available: • Limited Release: December 2012 • Enterprise: Q1/Q2 FY14 • Client: Q2 FY14 Confidential 3

  4. Support Case Management API - Capability Definition Confidential 4

  5. Support Case Management API - Customer Onboarding Process • Note: SS-API Support Team may assist customers as necessary during the integration phase Confidential 5

  6. Support Case Management API – Typical High-Level Schedule • Dell support and guidance is available during the integration/testing phase. • Certification process documentation and supporting information are available. Confidential 6

  7. Support Services API – Resources and Contacts • Links • API community page • How to Get Started Document • Contacts • Please contact your local TAM to discuss API opportunities • Alternatively contact SS-API_Support_Team@dell.com to request more information Confidential 7

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