Dell ProSupport vs Dell ProSupport Plus
Dell ProSupport
Dell ProSupport Plus
Dell ProSupport and ProSupport Plus are two tiers in Dell's service portfolio for PCs and infrastructure, and the choice is less about hardware than about how much downtime and risk a customer is willing to absorb. ProSupport delivers responsive, around-the-clock break/fix support when something goes wrong; ProSupport Plus layers proactive and predictive prevention, accidental damage coverage, drive retention, and a named contact on top of that same foundation. For a Dell reseller, the right answer depends on how mission-critical the systems are and whether the buyer values reactive speed or proactive prevention.
Side by side
| Dell ProSupport | Dell ProSupport Plus | |
|---|---|---|
| Core support model | Reactive break/fix: 24x7 access to in-region Dell technical experts for hardware and software issues, with onsite dispatch as needed | Everything in ProSupport, plus a proactive and predictive layer that aims to prevent issues before they cause downtime |
| Expert access | 24x7 access to in-region ProSupport engineers and online resources | Priority access to ProSupport engineers, intended to speed up handling for mission-critical systems |
| Onsite response (PCs) | Onsite repair typically available, commonly next-business-day after remote diagnosis (exact response varies by service level selected and region) | Same onsite repair options, with the added benefit of priority handling and proactive case creation |
| Proactive & predictive monitoring (SupportAssist) | SupportAssist provides automated detection and case creation for failures that have occurred | Adds predictive analysis that flags likely component failures before they happen, plus automated/self-healing remediation on supported systems |
| Accidental damage repair | Not included as standard (can be added as a separate option on PCs) | Accidental damage repair is included, covering drops, spills, and power surges |
| Keep Your Hard Drive (drive retention) | Not included as standard (available as a separate add-on) | Keep Your Hard Drive is included, so failed drives stay with the customer for data security and audit/compliance needs |
| Assigned relationship contact | No named individual contact; support is delivered through the shared ProSupport engineer pool | Includes an assigned service relationship contact (e.g., Technical/Service Account or Customer Success Manager) for escalation and reporting, with scope scaling by fleet size |
| Best-fit workloads | General-purpose and standard business systems where fast reactive repair is sufficient | Mission-critical, high-availability, or hard-to-replace systems where preventing downtime and protecting data is worth the premium |
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Dell ProSupport
Dell ProSupport Plus
Choose Dell ProSupport
ProSupport is the right call when the buyer needs dependable, responsive coverage without paying for the proactive layer. It already includes 24x7 access to in-region Dell experts, SupportAssist automated detection and case creation, and onsite repair, so it comfortably covers standard business desktops, laptops, and non-critical workloads. It is also the more budget-friendly tier for large fleets where most systems are easily reimaged or swapped, and where the customer's own IT team handles proactive monitoring. If accidental damage or drive retention matter for only a subset of devices, those can be added selectively rather than buying Plus across the board.
Choose Dell ProSupport Plus
ProSupport Plus wins for mission-critical, revenue-tied, or hard-to-replace systems where downtime is expensive and prevention pays for itself. It bundles predictive failure detection via SupportAssist, priority engineer access, included accidental damage repair, and Keep Your Hard Drive for data security and compliance, all under an assigned relationship contact who owns escalations and reporting. It is the natural fit for executive fleets, field laptops exposed to drops and spills, regulated environments with data-retention requirements, and infrastructure that must stay online. For resellers, it is also the stronger attach for customers who want a single proactive contract rather than assembling separate add-ons.
Both tiers share the same strong reactive foundation, so the decision comes down to prevention versus price. ProSupport is the sensible default for standard, replaceable systems and cost-sensitive fleets; ProSupport Plus is the upgrade for mission-critical machines where predictive prevention, accidental damage coverage, data retention, and a named escalation contact reduce real business risk. A practical reseller approach is to standardize on ProSupport across a fleet and target ProSupport Plus at the high-value, high-exposure subset, since exact response times, pricing, and feature scope vary by product line and region and should be confirmed against the current Dell service descriptions on each quote.
Talk to a specialistFrequently asked
What is the single biggest difference between ProSupport and ProSupport Plus?
Prevention. ProSupport is built around fast reactive support when something breaks, while ProSupport Plus adds a proactive and predictive layer (via SupportAssist) that aims to catch failures before they happen, plus extras like included accidental damage repair, Keep Your Hard Drive, priority access, and an assigned relationship contact.
Does standard ProSupport include accidental damage and Keep Your Hard Drive?
Not by default. Accidental damage repair and Keep Your Hard Drive are included with ProSupport Plus. On ProSupport they are generally available as separate paid add-ons, which lets customers apply them selectively to only the devices that need them.
How should a customer decide between the two tiers?
Map it to business risk. If a system is easily reimaged or swapped and reactive repair is enough, ProSupport is usually sufficient and more cost-effective. If downtime is costly, the device is exposed to physical damage, or data-retention and compliance rules apply, ProSupport Plus is worth the premium. Always confirm current response times, coverage terms, and pricing against Dell's service descriptions, since they vary by product line and region.
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