Info Center

Basic, ProSupport, ProSupport Plus and ProSupport Flex warranty levels are invited to use the TechDirect tool.

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.

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.

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.

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.

The TechDirect online portal supports Microsoft® browsers (Internet Explorer 11 and later, Edge), Google® Chrome and Mozilla® Firefox.

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.

North America & South America	Europe, Middle East & Africa	Asia-Pacific & Japan
United States	Algeria*	Australia
Canada	Angola*	Bangladesh
Argentina	Austria	Brunei
Aruba	Azerbaijan*	China
Bahamas	Bahrain*	Hong Kong
Barbados	Belgium	India
Belize	Botswana*	Indonesia
Bolivia	Bulgaria*	Japan
Brazil	Croatia*	Macau
British Virgin Island	Czech Republic	Malaysia
Cayman Island	Denmark	New Zealand
Chile	Egypt*	Republic of the Philippines
Colombia	Estonia*	Singapore
Costa Rica	Ethiopia*	South Korea
Curacao	Finland	Sri Lanka
Dominica	France	Taiwan
Dominican Republic	Germany	Thailand
Ecuador	Ghana*	Vietnam
El Salvador	Greece
French West Indies	Hungary*
Grenada	Iceland*
Guadaloupe	Iraq*
Guatemala	Ireland
Guyana	Israel*
Haiti	Italy
Honduras	Ivory coast*
Jamaica	Jordan*
Mexico	Kazakhstan*
Martinique	Kenya*
Montserrat	Kuwait*
Nicaragua	Latvia*
Panama	Libya*
Paraguay	Lithuania*
Peru	Luxembourg
Puerto Rico	Morocco*
Saint Kitts and Nevis	Mozambique*
Saint Lucia	Namibia*
Saint Vincent	Netherlands
Suriname	Namibia*
Trinidad & Tobago	Nigeria*
Turk and Caicos	Norway
Uruguay	Oman*
US Virgin Islands	Poland
Venezuela	Portugal
French West India	Qatar*
	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

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.

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.

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.

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.

Watch the How to Get Started, How to Input System Build Details, and How to Input Deployment Details videos.

This user guide is available for details on using TechDirect's ProDeploy Client Suite features.

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.

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.

Timelines are dependent on the availability of your integration staff and resources.

Yes, the TechDirect APIs are built on standard protocols to make deployment easier.

Industry standard security capabilities are leveraged, including HTTPS and unique API keys.

The software development kit is provided to your team in English; however, data entry fields can support other languages.

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.

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.

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.

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.

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

You can learn more at dell.com/SupportAssist or ask questions or the SupportAssist for PCs or SupportAssist Enterprise forums.

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

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.

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.

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.

For questions about TechDirect, please email Dell_TechDirect@Dell.com.

ImageAssist can help you make a future proof image that can be used on Optiplex, Latitude, Precision, and most XPS systems that you order from Dell.
Once you build your image, let us worry about managing the drivers and updates for different system models that you order in the future.

Yes, ImageAssist is free to download if you want to test or capture your image that will be used by Dell Factory Imaging Services.
You can find more information in the EULA when you install ImageAssist.

We know that Imaging isn't simple, so we're ready to help you get started with training videos and how-to documentation. Also, once you download the application, we'll walk you through the whole process of creating an image from start to finish.

No, Dell will automatically refresh your image for you with current drivers and software updates. You just need to make your base image once, then we'll take care of the rest.