World Class Customer Service with Dell ProSupport™
Your Dell AppAssure software includes Dell ProSupport*, Dell’s premium software support which provides access to back-up and recovery experts available around the clock and around the globe.
ProSupport provides a breadth of capabilities and resources intended to maximize the benefits of your Dell AppAssure software to ensure your satisfaction. Our comprehensive support structure, means your time is spent less on issue resolution – resulting in greater productivity for your organization.
From live phone support to email and online ticket submission, Dell provides support that fits your needs and schedule so you can operate more efficiently. With ProSupport you:
- Keep software up-to-date – access to critical patches, updates, and new product upgrades
- Beyond troubleshooting – assistance with how-to information, configuration issues and best practice recommendations
- Resolve issues fast – minimize downtime with the global scale and expertise of Dell ProSupport technicians available 24×7
AppAssure customers formerly on legacy support contracts will be transitioned to Dell ProSupport over the next several months. Until then, legacy support information can be found here.
Contacting Technical Support
Online support:
For customers using a trial version, submit a support ticket:
For customers who have purchased the AppAssure software:
- Visit the Dell AppAssure Customer Service Portal and use the Request Account link to request access to the support portal. Login to the customer portal to add new or check status of your existing tickets.
Email: support@appassure.com
Telephone Support:
| Country | Phone | Extension | Solution ID | Language |
|---|---|---|---|---|
| United States | 866-459-6653 | N/A | N/A | English |
| Canada | 866-459-6653 | N/A | N/A | English / French Canadian |
| Anguilla | 1-800-335-0031 | N/A | N/A | English |
| Antigua and Barbuda | 1-8774414735 | N/A | N/A | English |
| Argentina | 0-800-6660153 | N/A | N/A | LA Spanish |
| Aruba | 800-1728 | N/A | N/A | English |
| Bahamas | 1-8666824502 | N/A | N/A | English |
| Barbados | 1-800-5343272 | N/A | N/A | English |
| Belize | 811 866-686-9880 | N/A | N/A | LA Spanish |
| Bermuda | 1-8666824503 | N/A | N/A | English |
| Bolivia | 800-10-0238 | N/A | N/A | LA Spanish |
| Brazil | 0800-891-0527 | N/A | N/A | Brazilian Portuguese |
| British Virgin Islands | 1-866 278-6820 | N/A | N/A | English |
| Cayman Islands | 1-800-8057541 | N/A | N/A | English |
| Chile | CTC 800-571222 ENTEL 1230-020-3329 | N/A | N/A | LA Spanish |
| Colombia | 01800-9-154760 | N/A | N/A | LA Spanish |
| Costa Rica | 0800-0120230 | N/A | N/A | LA Spanish |
| Dominica | 1-866-278-6821 | N/A | N/A | English |
| Dominican Republic | 1-888-156-1585 | N/A | N/A | LA Spanish |
| Ecuador | 1-800-999-119 + 877-665-3355 | N/A | N/A | LA Spanish |
| El Salvador | 800-6133 | N/A | N/A | LA Spanish |
| Grenada | 1-8774414735 | N/A | N/A | English |
| Guatemala | 1-800-999-0136 | N/A | N/A | LA Spanish |
| Guyana | 1-8667451842 | N/A | N/A | LA Spanish |
| Haiti | 183 866-686-9849 | N/A | N/A | English |
| Honduras | 800-0123 866-686-98481-800-975-1646 | N/A | N/A | LA Spanish |
| Jamaica | 1-800-975-1646 | N/A | N/A | English |
| Mexico | 001-866-954-4653 | N/A | N/A | LA Spanish |
| Nicaragua | 001-800-2201379 | N/A | N/A | LA Spanish |
| Panama | 001-800-5071383 | N/A | N/A | LA Spanish |
| Paraguay | 008-11-800 866-686-9848 | N/A | N/A | LA Spanish |
| Peru | 0800 50 869 | N/A | N/A | LA Spanish |
| Puerto Rico | 1-800-926-7807 | N/A | N/A | LA Spanish |
| Saint Kitts and Nevis | 1-877-441-4735 | N/A | N/A | English |
| Saint Lucia | 1-877-441-4735 | N/A | N/A | English |
| Saint Vincent and the Grenadines | 1-877-441-4735 | N/A | N/A | English |
| Suriname | 156 866-686-9850 | N/A | N/A | English |
| Trinidad and Tobago | 1-888-485-9328 | N/A | N/A | English |
| Turks and Caicos Islands | 1-877-441-4735 | N/A | N/A | English |
| United States Virgin Islands | 1-877-702-4347 | N/A | N/A | English |
| Uruguay | 000-413-598-3016 | N/A | N/A | LA Spanish |
| Venezuela | 0800 1 00 2583 | N/A | N/A | LA Spanish |
| Austria | 0820 240 58 256 | 3480420 | N/A | German |
| Bahrain | 8000 4303 | 3480422 | N/A | English |
| Belgium | 0248 28 690 | 3480421 | N/A | French |
| Czech Republic | 225 772 969 | 3480422 | N/A | English |
| Denmark | 32 87 5045 | 3480422 | N/A | English |
| Finland | 207533566 | 3480422 | N/A | English |
| France | 825004686 | 3480421 | N/A | French |
| Germany | 6997922064 | 3480420 | N/A | German |
| Greece | 2108128918 | 3480422 | N/A | English |
| Ireland | 1850964270 | 3480422 | N/A | English |
| Israel | 1809 444693 | 3480422 | N/A | English |
| Italy | 269 63 3793 | 3480422 | N/A | English |
| Kuwait | 965 2 225 7008 | 3480422 | N/A | English |
| Luxembourg | 24871036 | 3480422 | N/A | English |
| Morocco | 212 (0) 522509908 | 3480422 | N/A | English |
| Netherlands | 0206 74 59 14 | 3480422 | N/A | English |
| Norway | 67 11 75 16 | 3480422 | N/A | English |
| Oman | 968 24568533 | 3480422 | N/A | English |
| Poland | 225795978 | 3480422 | N/A | English |
| Portugal | 217 61 6090 | 3480422 | N/A | English |
| Qatar | 974 4 463-1405 | 3480422 | N/A | English |
| Romania | 0800 894684 | 3480422 | N/A | English |
| Russia Federation | 81080020971044 | 3480422 | N/A | English |
| Saudi Arabia | 8008443751 | 3480422 | N/A | English |
| Slovakia | 257506981 | 3480422 | N/A | English |
| South Africa | 11 709 7729 | 3480422 | N/A | English |
| Spain | 902003685 | 3480423 | N/A | EU Spanish |
| Sweden | 8 5900 5516 | 3480422 | N/A | English |
| Switzerland | 0848 33 00 92 | 3480420 | N/A | German |
| Switzerland | 0848 33 00 92 | 3480421 | N/A | French |
| Turkey | 0080035390 012 | 3480422 | N/A | English |
| UK | 0844 444 3844 | 3480422 | N/A | English |
| United Arab Emirates | 80004413745 | 3480422 | N/A | English |
| Australia | 1300 662 370 | N/A | 3911002 | English |
| Brunei | 8011053 | N/A | 3001002 | English |
| China | 4008868616 | N/A | 4601002 | Mandarin |
| Hong Kong | 00852 29693187 | N/A | 7601002 | English |
| India | 1800 425 2070 | N/A | 7901002 | English |
| Indonesia | 007 803 601 5228 | N/A | 3401002 | English |
| Japan | 0120 912738 | N/A | 2001002 | Japanese |
| Macau | 00853 0800 106 | N/A | 7601002 | English |
| Malaysia | 1800880438 | N/A | 3001002 | English |
| New Zealand | 800603355 | N/A | 3911002 | English |
| Philippines | 1800 1601 0061 | N/A | 4101002 | English |
| Singapore | 1800 395 7935 | N/A | 3201002 | English |
| South Korea | 080 854 0075 | N/A | 3501002 | English |
| Taiwan | 0080 160 1255 | N/A | 3791002 | Mandarin |
| Thailand | 1800 060 146 | N/A | 3801002 | English |
| Vietnam | 120 60119 | N/A | 4201002 | English |
Remote Installation Services
Today’s IT organizations are often stretched too thin – consumed with administrative tasks that take time away from more business critical initiatives. We can help. Let us install your AppAssure software and get you up and running quickly with minimal effort with our remote installation package options.
- Basic Remote Installation Service includes:
- Installation and configuration of a single replay core server and up to 4 agents
- Day-to-day backup and recovery management tasks
- Overview of AppAssure technology and support infrastructure
- All of the above, plus ONE of the following:
- Export to VM implementation
- Replication implementation
- Bare metal restore set-up
- Advanced Remote Installation Service includes all services in the Basic package above PLUS:
- Configuration of your retention policy and AppAssure reports
- Disaster recovery testing and validation
Consultation with a highly-qualified certified expert regarding upgrades or system updates is also available via our Remote Advisory Services.
Dell AppAssure Customer Service Portal
All Dell AppAssure customers have access to the Dell AppAssure Customer Service portal where you can log a new ticket or check the status of existing tickets.
Dashboard
The Dashboard tab provides links to the most frequently used portal features:
- Create support tickets and review status and details of all tickets
- Search the Knowledge Base or read the most recently posted articles
- View up-to-the-minute information about new updates and releases
- Download the latest builds and patches for your installed products
- View the list of current account administrators
Account
- View your current service contract and renewal dates.
- Modify your accounts and portal access accounts.
Support Tickets
The Support tab lists all open tickets for the account. View ticket status and add additional information/files as necessary; you can also export ticket information to a downloadable file. Attach supporting documents, logs and screenshots to the ticket.
Dell AppAssure Knowledge Base
Empower yourself by accessing the Dell AppAssure Knowledge Base. Designed to be the first step in customer service, the Knowledge Base is a repository of helpful technical documents that provide 24×7×365 online technical service. The Knowledge Base captures years’ worth of technical expertise from Dell AppAssure customers, engineers, and partners. Topics range from product architecture to project implementation:
- Product how-to guides
- Troubleshooting instructions
- Reference Guides
For terms and conditions, please reference the Dell Software Subscription & Support Service Description.
* Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions or contact your sales representative.
See Also
Why Customers Choose
Dell AppAssure:
"Dell AppAssure's support has been incredible. What this tells us is that Dell AppAssure is committed to the customer and that we don't have to worry about things not working."
Amin Ladha, CIO,
Washtenaw Community College
"I have called tech support for a few problems but they were caused by me - I tend to get a little overzealous with my retention policies. The support guys there are awesome, really patient and really nice."
Doug Sattler,
Systems Administrator,
Best Friends
"Dell AppAssure technical support has provided outstanding hand-holding. Whenever we have questions they are very quick to respond. It's nice when your vendor shares your commitment to customer service."
Mike Salim,
VP and Chief Technology Officer,
ADTI
"Dell AppAssure's support team is phenomenal!"
Brad Russell,
Systems/Network Engineer,
Datamax
"Post installation the tech support has been awesome! They are brilliant. You phone them up and they get back to you really quickly. They get things fixed."
Peter Hammerl,
IT Administrator,
Hamilton Port Authority
"Dell AppAssure completely understood what I was talking about and came up with a way to turn off the snapshots for a period of time. They make using Dell AppAssure even easier."
Alan Weiss,
Network Engineer,
Kalmbach Publishing
"Support was fantastic. Dell AppAssure really takes a vested interest in making sure that their software is running well."
Rich Frangiamore,
Network Administrator,
Imagine Schools
"Dell AppAssure's technical support team was really good, very knowledgeable."
David Henninger,
Manager of IS,
Lloyd Gosselink
"We´ve always been happy with the support ... if you really need to talk to somebody right away, there´s always someone right there for you."
Eric Sagerdahl,
IT Analyst,
Walden House
"Our servers didn't meet the minimum requirements so tech support helped me install an earlier version of Dell AppAssure, take a snapshot, then upgrade Exchange. I'm really busy so I could only work on things a bit at a time. Tech Support stayed with me the whole way."
Mike Price,
Director of IT,
Shelly Automotive Group
"I believe in this product. I feel more confident about all my systems, and Dell AppAssure's tech support has been great!"
Barry Jalbert,
MCSE,
S.E.Urological Center