Info Center

Welcome to TechDirect Info Center, your source for information about TechDirect.

TechDirect Resources

Overview

This online module shares how TechDirect helps you manage your Dell Technologies products throughout their lifecycles – from deployment to education and support.

Password Change

Passwords are handled through the MyAccount Single Sign-on capability to allow for a more seamless integration across applications. For more information of how to login or change your password, please visit Dell MyAccounts FAQ.

Webcasts

View webcast information - upcoming schedule and previously archived sessions.

TechDirect Portal

Which warranty level do I have to purchase in order to use TechDirect?
Basic, ProSupport, ProSupport Plus and ProSupport Flex warranty levels are invited to use the TechDirect tool.
How do I enroll in TechDirect?
Your company should designate an Administrator to set up your TechDirect account. This Administrator will go to www.TechDirect.com and click the Register now button to begin the enrollment process. As part of this process, the Administrator will add Technician users who will receive an email confirming their enrollment and providing log in details. Users wishing to dispatch parts must first complete the free, online certification courses available within the TechDirect online portal.
What are the user roles in TechDirect?

There are currently three user roles in TechDirect:


Company Administrator

This individual will be able to address all needs across the account for all TechDirect services -- user administration for roles and permissions as well as agreements and reports.


Service Administrator

This individual will be able to manage company engagement for a specific service in TechDirect. A company administrator may configure a user in this role over multiple services.


Service Technician

This individual will have the ability to execute the capabilities associated for a specific service. They will have no administrator privileges.

Can an account have more than one Administrator?
Yes, an account can have as many Administrators as you would like. The Administrator for your company will simply add a Technician user to the account and assign that Technician an Administrator profile.
How do Administrators and Technicians join accounts?
As an Administrator you can...

Configure if your company will accept "join" requests
You will have the option to block all requests and accept requests only from technician users with the same email domain or to accept all requests.

Initiate a "Join" request be sent to an existing technician user that is not already associated with a company
Once a technician is joined to a company, they will not be able to receive a "join" request.

Search for technician users to send requests
The request will be sent as a TechDirect Message Center notification to the technician user in their account. You will receive a Message Center notification regarding the technician's accept/decline of your request.

As a Technician you can...

Click on your user name in upper right of the TechDirect dashboard and then selection your Company Information. You will see a button to "join a company". This will enable you to search and submit a request to a company's Administrator via the TechDirect Message Center. You won't be presented with contact information for the Administrator, but they will know your identity as an individual.

You may only have one active "join" request at a time. Your request will expire in 72 hours if no response from the company Administrator. You can then retry or submit a request to another company.

An Administrator's accept/decline of your "join" request will be sent as notification to your TechDirect Message Center.
Which Web browser should I use to access TechDirect?
The TechDirect online portal supports Microsoft® browsers (Internet Explorer 11 and later, Edge), Google® Chrome and Mozilla® Firefox.
Which languages does the TechDirect online portal support?
The TechDirect portal is available in 11 languages including English, French (EMEA), Spanish (LATAM), Portuguese (Brazilian), German, Italian, Japanese, Simplified Chinese, Traditional Chinese, Russian and Korean.
Which countries is TechDirect available in?
North America & South AmericaEurope, Middle East & AfricaAsia-Pacific & Japan
United StatesAlgeria*Australia
CanadaAngola*Bangladesh
ArgentinaAustriaBrunei
ArubaAzerbaijan*China
BahamasBahrain*Hong Kong
BarbadosBelgiumIndia
BelizeBotswana*Indonesia
BoliviaBulgaria*Japan
BrazilCroatia*Macau
British Virgin IslandCzech RepublicMalaysia
Cayman IslandDenmarkNew Zealand
ChileEgypt*Republic of the Philippines
ColombiaEstonia*Singapore
Costa RicaEthiopia*South Korea
CuracaoFinlandSri Lanka
DominicaFranceTaiwan
Dominican RepublicGermanyThailand
EcuadorGhana*Vietnam
El SalvadorGreece
French West IndiesHungary*
GrenadaIceland*
GuadaloupeIraq*
GuatemalaIreland
GuyanaIsrael*
HaitiItaly
HondurasIvory coast*
JamaicaJordan*
MexicoKazakhstan*
MartiniqueKenya*
MontserratKuwait*
NicaraguaLatvia*
PanamaLibya*
ParaguayLithuania*
PeruLuxembourg
Puerto RicoMorocco*
Saint Kitts and NevisMozambique*
Saint LuciaNamibia*
Saint VincentNetherlands
SurinameNamibia*
Trinidad & TobagoNigeria*
Turk and CaicosNorway
UruguayOman*
US Virgin IslandsPoland
VenezuelaPortugal
French West IndiaQatar*
Romania*
Russian Federation*
Saudi Arabia*
Serbia*
Slovakia
Slovenia*
South Africa
Spain
Sweden
Switzerland
Tanzania*
Tunisia*
Turkey*
Uganda*
Ukraine*
United Arab Emirates*
United Kingdom
* The TechDirect labor reimbursement program is not available in this country
Where can I find information on transferring ownership of a system?
For information on transferring ownership of a system, please go to https://www.dell.com/support/assets-transfer/ and select your country on that page.

Self-Dispatch

What dispatch certifications are required to self-dispatch parts with TechDirect?
Technicians and Administrators must be certified in order to dispatch replacement parts with TechDirect. A certification is required for each specific Dell Technologies product type training. Please visit the Self-Dispatch section of your TechDirect online portal account to review and access the certification course list.
How much do TechDirect certifications cost?
There are no fees associated with the certification courses required for Technicians and Administrators to dispatch replacement parts. Certification must be completed before a Technician or Administrator can request a dispatch.
How do I participate in the labor reimbursement program?
An annual fee of $1,500 USD is required to participate in the labor reimbursement program. If you are a Third Party Maintainer, a $1,500 USD fee applies for each customer you enroll. If you would like to enroll, the (1) TechDirect Enrollment form and the (2) Labor Reimbursement Addendum will need to be completed during the enrollment process. Full labor reimbursement details are available at the time of Administrator enrollment. Please contact your Dell Technologies representative if you would like further assistance.

ProDeploy Client Suite

How can I learn more about getting started in TechDirect after purchasing ProDeploy Client Suite?
Watch the How to Get Started, How to Input System Build Details, and How to Input Deployment Details videos.
Where can I get more information on using ProDeploy Client Suite features within TechDirect?
This user guide is available for details on using TechDirect's ProDeploy Client Suite features.
Which ProDeploy Client Suite features are only available to those who purchase ProDeploy Plus?
Connected Configuration and Data Migration are only available to ProDeploy Plus for client systems customers. Post-deployment support and training credits are also features ProDeploy Plus customers enjoy.
What offers have changed in the ProDeploy Client Suite?
Our ProDeploy Client Suite offers have been updated to better fit your needs. Imaging is no longer included in Basic Deployment, but is still available as an add-on service at time of order placement. All ProDeploy Client Suite offers now include a shipping box label. Finally, Dell Provisioning for VMwareⓇ Workspace ONE™ will be an add-on for Basic Deployment and included for ProDeploy and ProDeploy Plus except in in Dell's Asia-Pacific sales regions. To learn more, click here or contact your Dell Engagement Manager.

Dell Technologies Certification

Why is Dell Technologies Certifications no longer on TechDirect?
The Dell Technologies Certifications capability in TechDirect has moved to Dell Technologies Partner Portal as of March 2020.
Channel Services Deployment & Support Partners should visit the Dell Technologies Partner Portal. For non-technical partner deployment questions, open a case with the Channel Services Helpdesk (a Partner Portal login is required).

TechDirect APIs

What are the TechDirect APIs?
Software code and instructions that provide a framework for your team to create interfaces into Dell Technologies support systems from your own help desk, whether it is off-the-shelf or home-grown. Your staff time and resources will be needed in order to integrate the APIs. Integration will require knowledge of SOAP, REST and WSDL technologies.
How long does it take to integrate the TechDirect APIs?
Timelines are dependent on the availability of your integration staff and resources.
Are the TechDirect APIs built on standard protocols?
Yes, the TechDirect APIs are built on standard protocols to make deployment easier.
How is data protected with the TechDirect APIs?
Industry standard security capabilities are leveraged, including HTTPS and unique API keys.
What languages are the TechDirect APIs available in?
The software development kit is provided to your team in English; however, data entry fields can support other languages.
What actions do I need to take to update my TechDirect APIs prior to December 15, 2019?
  1. Implement code changes per updated SDK documentation.
  2. Retrieve your updated credentials available on the TechDirect portal.
  3. Test your API updates using the sandbox API.
  4. Update your environment prior to December 15, 2019 to avoid interruptions for applications leveraging TechDirect APIs.

SupportAssist

Can I view my SupportAssist alerts in TechDirect?
Yes, customers can view Client and Enterprise alerts in TechDirect. Enterprise customers will need to be at "SupportAssist for enterprise systems" v1.2 or later. Customers with client devices will need to be at "SupportAssist for business PCs" v2.0.2 or later.
What service level do I need in order to receive alerts within TechDirect?
You will need an active service warranty of ProSupport, ProSupport Plus or ProSupport Flex on your system in order to receive SupportAssist alerts within TechDirect.
What resources are available if I would like to manage my client device alerts "SupportAssist for business PCs" within TechDirect?

As an IT user managing your organization's PCs and tablets, all of your SupportAssist alerts will flow into your TechDirect account for convenient, centralized management. You can choose to auto-forward these alerts to Dell. Or, alerts can be individually managed within TechDirect's SupportAssist Alerts section. More details are available in the Deployment Guide.


SupportAssist is now factory installed on Dell Windows 10 systems. If you are unsure if your system has SupportAssist, please visit the Dell folder in the Windows menu. Note, when using TechDirect, the home version must be removed and replaced with the version for IT Managed PCs by the IT Administrator performing deployment. Visit dell.com/SupportAssist to download.

How do I begin receiving "SupportAssist for enterprise systems" alerts and manage cases in TechDirect?

To begin receiving the SupportAssist alerts in TechDirect, you must follow these steps:

  1. Register for an account at TechDirect.com and sign the TechDirect Terms of Use.
  2. Log in to TechDirect with company administrator rights.
  3. Visit the SupportAssist card and accept the SupportAssist Terms and Conditions.
  4. Once the Terms and Conditions are signed a company or SupportAssist admin may go to Services > SupportAssist and click the Manage SupportAssist tab.
  5. Choose "Configure SupportAssist Rules" gadget and configure for managing Technical Support Alerts and Dispatch Alerts for your SupportAssist deployments.
  6. Begin download by clicking on download. For additional details refer to Deployment Guide for SupportAssist using TechDirect.

Note: There are separate deployment guides for Dell PCs with Windows OS and Dell Latitude Chrome OS Enterprise.

Where can I go to learn more or ask questions about SupportAssist?
You can learn more at dell.com/SupportAssist or ask questions on the SupportAssist Forum.

TechDirect Mobile App

Does TechDirect have a mobile app?
TechDirect no longer offers a native iOS or Android app. Please access TechDirect from the mobile browser on your device.

Data Security

How is my data transferred to Dell Technologies?
The data sent from you to Dell Technologies is encrypted with 256 bit encryption and transferred securely using SSL protocol. The data is stored in compliance with the Dell Technologies Privacy Policy.
What steps does Dell Technologies take to safeguard customer information?
Dell Technologies hosts TechDirect—including the application, systems, network and security components—in a US-based data center designed to maintain high levels of availability and security. Dell Technologies protects your data by using a wide variety of measures, including physical security.

Features include, but are not limited to:
  • Staff – On-premise security guards are at the data center.
  • Security – Rigorous exterior building security including cameras, false entrances, vehicle blockades, specialized parking lot design, bulletproof glass and walls, and the use of an unmarked building is provided.
  • Cameras – Interior pan/tilt/zoom security cameras with digital recorders.
  • Network security — All monitoring components are located behind a firewall and are managed by a security team. We tightly control all network traffic, requiring all inbound traffic to be transmitted via specific ports and sent only to appropriate destination network addresses.
  • Server and database security — Servers and OS components reside on standard images that have undergone security review. We regularly review security updates used by the application, including those published by Microsoft and vendors of other software. When critical security updates are issued, we test them first on non-production images and generally apply them to live servers within 48 hours.
  • Procedural security — Dell Technologies groups who have access to Dell Technologies TechDirect components (such as the database administration group and the operational support team) are assigned separate duties and access rights. All updates to the production environment go through a defined change control process that incorporates checks and balances.
  • Auditing — Dell Technologies retains monitoring hosting device logs. These logs record all attempts to log into or access to the systems.
Who has access to the TechDirect collected data at Dell Technologies?
TechDirect collected data is accessible by technical support agents who use it for troubleshooting hardware issues reported by TechDirect. The data is not shared for sales or promotional purposes.

Help

Who do I contact for help with TechDirect?
For questions about TechDirect, please email Dell_TechDirect@Dell.com.