Dell To Offer Server Support Via The Net
Dell Computer next week will launch OpenManage ResolutionAssistant, an Internet-based program to deliver tech
support for its PC servers, speeding up resolution of tech
support problems by providing a direct channel from Dell's
tech support staff to users' problem machines.
Starting next week, servers that ship will have agent
software running on them that can communicate over the
Internet with server software and a knowledge base running
at Dell headquarters in Round Rock, Texas. Users of older
servers, dating back before May 1998, will be able to
download the software from the Internet free of charge.
When a problem crops up on a server, the agent software
attempts to diagnose the problem using checks of disk-drive
status, processors, memory, firmware, RAID subsystems, and
other server components. The software can annotate the
software's automated diagnosis with its own comments, then
the package of information, which also contains complete
diagnostics from on-board server instrumentation, is sent
over the Internet to Dell.
Dell said it hopes at least 50% of its server customers will
sign up for OpenManage Resolution Assistant by next year. It
plans to roll out the software for desktop systems next
year. The software will be available at no extra charge as
part of Dell service programs.
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