Common use of Model Number Clause in Contracts

Model Number. In general, the Service Tag Number and Express Service Code are located on a label affixed to the Supported Product. • A description of the problem and any troubleshooting steps taken prior to calling Technical Service. • The case number if one has already been assigned through prior contact with Dell Service staff. • The current version of the operating system. • Physical access to the Supported Product during the troubleshooting process. Please contact Dell or the Dell Authorized Reseller via telephone. During the phone call, the Dell Analyst will ask for the Service Tag Number and Express Service Code. The Dell Analyst will also verify the service level and any expiration of services for the Supported Product. Then, the Dell Analyst will begin a series of troubleshooting steps to help diagnose the issue. • When requested, the Customer should identify error messages received and when they occur. • The Customer should be prepared to share with the Dell Analyst the steps that have already been attempted to resolve the issue prior to contacting Dell technical support. • The Dell Analyst may ask that the Customer open the product case, remove hardware, manipulate software or perform other diagnostic activities. Failure to assist in or allow remote diagnosis may result in a service fee for onsite diagnostic services. • If the Customer does not wish to, or is not able to perform the initial phone-based troubleshooting steps with the Dell Analyst, the Customer may upgrade their Basic Hardware Service to “Dell ProSupport with Onsite Diagnosis” resolution service from Dell or the Dell Authorized Reseller, if available. • If the product is outside its applicable hardware warranty term, there may be a fee for diagnosis and remedy.