Service Description: Onsite Small Office Home Office Network ...


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Service Description: Onsite Small Office Home Office Network ...

  1. 1. Service Description: Onsite Small Office Home Office Network Setup (SOHO 1.5 – Hour) Introduction Dell™ delivers a series of Consumer Installation Services to satisfy our customer’s needs. The Installation service outlined within this document (the “Service Description”) describes the Onsite Small Office, Home Office Network Setup (SOHO 1.5 Hour) Service offering, with technical consultants throughout Australia and New Zealand, This service is designed to meet the varied needs of our customers. Service Overview Installation Dell’s Onsite Small Office Home Office Network Setup (SOHO 1.5-Hour) service provides the following on-site service activities as set forth more specifically in this document (the “Service Description”) This Service is offered on Dell™ Dimension™ desktop and Vostro™, XPS™, Inspiron™ notebook/desktop. The connection of peripherals refers to plugging components into the new Dell system and loading customer supplied drivers. The services referenced within this service description will be provided during the hours of 8:00am to 5:00pm, local customer time, Monday through Friday, excluding holidays unless an alternate, mutually-agreed schedule has been arranged. This document (“Service Description”) provides an overview of the service steps and customer responsibilities. Onsite SOHO Network Setup Service includes: • Connection of your Dell computer systems onto a Peer-to-Peer Microsoft® Windows® network. • 90 Minutes of on site service This service begins with the installation of a Network Interface Card (NIC). Your technical consultant then connects the two computers together using direct cabling or a hub. The technical consultant then ensures both computers are visible to each other on the network. Next, the consultant will set up the system so that the resources of each computer (printers and hard drives) can be shared between the computers. The technical consultant will ensure that each computer can open a file on the other computer across the new network. The service continues with the setup of a shared Internet connection and network configuration to use existing Internet and email settings. If time permits, our consultant will setup any security measures, which you require to prevent unauthorized access to shared resources. In the event Dell or Dell designated Service Provider is directed to perform services or activities that are outside the scope of this Service Description, Dell will request an approved change control form. The activities and pricing will be addressed either in a change control form or a custom statement of work. Installation Coordination Installation coordination must be completed within 3 months from date of purchase. For More Information To understand how Dell can help you get your systems up and running fast, contact your local Dell Account Manager or visit our Website at: for details on our suite of installation services. Not included with this installation service: a. De-installation or re-installation of neither product(s) nor application(s) or any activity not specifically described in this Service Description. b. This service does not include any software application; installation or configuration other than may be specifically noted below. Onsite SOHO Network Setup (1.5 Hour) service description 1 28/8/07
  2. 2. c. Any recovery or transfer of data except in the case of Standard and Custom Services as set forth in this Service Description. d. Re-configuring/re-mapping existing wireless keyboards and/or wireless mice. e. Warranty service or support for third party systems. f. Scripting for application installations at the desktop. g. Troubleshooting of applications, a non pre-installed Microsoft operating system, application compatibility issues, or viruses. h. Troubleshooting of Internet connectivity or any other tasks in excess of (20) twenty minutes. i. Network printer installation or network file share mapping except in the case of Standard and Custom Services as set forth in this Service Description. j. Server or router configuration of any kind. k. Attachment of system to network other than an Ethernet LAN. l. Transfer of applications. m. Disaster recovery (such as application software, reloading data). n. Customization of end user’s MS-Windows desktop, including desktop Icons, folders and the configuration on non-business applications except as expressly stated in this Service Description. o. Removal of de-installed system from the customer’s premises. p. Any activity not specifically set forth in this Service Description. Customer’s Responsibilities: To get started, call the toll free number indicated on your Dell Onsite Setup and Training Certificate between 9:00 am and 5:00 pm, Monday to Saturday EST, to arrange your appointment with a Dell technical consultant for this onsite service. Installations will be done onsite from Monday to Friday (business days), 9:00 am and 5:00 pm local customer time. A. Prior to Dell arriving on-site for installation: 1. Complete a backup of all existing data and programs on affected systems. DELL WILL HAVE NO LIABILITY FOR LOSS OR RECOVERY OF DATA OR PROGRAMS. 2. Ensure that Dell is provided 24 hours notice if you wish to rearrange your appointment, otherwise additional charges may apply. 3. Receive new system equipment shipped from Dell. 4. All equipment to be installed must be located at the area (cubical/desk) in which the installation will take place 5. Ensure that the required power outlets and cables have been installed close to the installation area. You may require up to 5 power outlets depending on your system and the number of peripherals to be installed. 6. Ensure that a phone point close to the computer is available or provide an extension lead, if necessary, if Internet Access is to be setup during the service. 7. Ensure also that the Internet Access CD-ROM and necessary drives is readily available onsite together with the connection number for dialup to the Internet. 8. Ensure there is sufficient room to perform the Service selected. 9. Make all necessary machine naming instructions available to Dell. B. During the on-site installation: 1. Provide a single point-of-contact to work with the Dell Technician. 2. Ensure that the point of contact is available to assist the Dell Technician with information necessary to complete the tasks herein. 3. Provide a safe and suitable working environment for the delivery of this Service. 4. Provide appropriate access to buildings (including elevator access if equipment must be moved between floors), security escorts, and access to parking facility (at no charge) during the performance of the Service. 5. Assign a designated trash facility within the same building and notify Dell. Onsite SOHO Network Setup (1.5 Hour) service description 2 28/8/07
  3. 3. Support Procedures: Key Service Steps: On-site Activities: The following on-site activities will be performed by the Dell authorized technician: 1. Desktop Location: The new Dell computers will be moved as necessary from an onsite staging or storage area to the correct location within the facility. However, the Dell Technician will not move PCs up or down stairs. 2. Install at Location: a. Connection of the Dell computer systems onto a Peer-to-Peer Microsoft® Windows® network. Important Additional Information Claims of Confidentiality or Proprietary Rights. Customer agrees that any information or data disclosed or sent to Dell, over the telephone, electronically or otherwise, is not confidential or proprietary to Customer. This Service Description is subject to and supplements the terms and conditions of any applicable overriding signed agreement between Customer and Dell, and in the absence of such an agreement, Dell’s standard Terms and Conditions of Sale, Service and Technical Support, which are available on request or at . In the event of a conflict between this document and such terms and conditions, this document shall prevail. Dell reserves the right to make improvements or changes to this document and the products and services described at any time, without notice or obligation. © 2006 Dell Inc.. All rights reserved. Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly forbidden. Dell the Dell logo Vostro, XPS, Dimension and Inspiron are registered trademarks of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names of their products. Dell disclaims any proprietary interest in trademarks and trade names other than its own. Onsite SOHO Network Setup (1.5 Hour) service description 3 28/8/07