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 EMC 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 EMC 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 EMC 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, Data Migration and Data Sanitization 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 EMC Certification

What is Dell EMC certification?
Dell EMC certification is industry-recognized certification that is designed to validate your skills and knowledge in deploying and managing Dell EMC hardware. View certification exam details here.
How long is each exam?
Exams are 90 minutes.
How should I prepare for an exam?

Training is highly recommended, but not required. The recommended training courses covers many topics tested on the certification exams, however, training alone will not prepare you for the exam. Having the relevant hands-on experience is a key requirement to being successful in passing the exam, in addition to leveraging resources such as exam study guides and recommended training paths on dell.com/certification.

Skill level of exams are intermediate to advanced and individuals should have existing experience with deployment, configuration, and administration on Dell EMC systems. View full exam details here.

How do I register for an exam?
  • Register or sign in on dell.com/certification.
    If you are a Dell EMC employee, please visit techdirect.dell.com/employeecertification.
  • Click Schedule an exam
  • Select the exam and follow instructions to schedule at a testing center

If the exam you would like to take is not listed on the exam catalog, please email Deployment_Certification@dell.com.
Does my certification expire?
Yes. Certifications must be renewed every 24 months.
What level of expertise is required to pass the certification exam?
Skill level of exams are intermediate to advanced and individuals should have existing experience with deployment, configuration, and administration on Dell EMC enterprise systems. Training is recommended, however, not required. Combined with real world experience, the courses will provide you with the knowledge and skills to deploy, configure, and administer Dell EMC systems and help better prepare you for the exam. Please visit pearsonvue.com/dell for exam details.
What options do I have if I did not pass the exam?
You may re-attempt the exam after 14 days. For additional preparation, we would suggest reviewing the exam study guide located on the Dell EMC Certification Portal and/or taking the recommended training courses in that Certification track. Information on training courses may also be found on the Certification Portal.
Where are the Pearson VUE Test Centers located?
Use the Test Center Locator at pearsonvue.com/dell to find a center near you. Exams are also available online via Pearson VUE Online Proctoring (OP), allowing you to conveniently and easily take Dell EMC exams in the comfort of your home or office.
What do I need to bring to the test center?
The only thing you must bring to the test center on the day of your exam is the required identification. We recommend that you do not bring personal belongings to the test center.
What identification is required for me to take the exam?
During the admissions process, you must provide two (2) forms of original (no photo copies), valid (unexpired) IDs – one primary (government issued with name, photo, and signature) and one secondary (with name and signature).

Identification (ID) Requirements:
  • The first and last name you use to register must match exactly the first and last name on the ID you present on test day.
  • All IDs required must be issued by the country in which you are testing. If you do not have the qualifying ID issued from the country you are testing in, a passport from your country of citizenship is required.

Exceptions:
  • Expired forms of ID are not acceptable unless accompanied by valid renewal papers.
  • Any government-issued ID missing a visible signature or with an embedded signature, can be supplemented with an original (no photo copies), valid (unexpired) ID that has at least a name and signature. This is in addition to any secondary ID requirement.
  • A government-issued local language ID not in Roman characters is accepted only if it was issued by the country in which you are testing.
  • Any candidate exceptions to the ID policy must be pre-approved by the Pearson VUE customer service center at least three (3) business days before the scheduled exam appointment.

Primary ID:
  • Passport
  • Driver’s license
  • Military ID (including spouse and dependents)
  • Identification card (national/state/province identity card)
  • Alien registration card (green card, permanent resident, visa)

Secondary ID:
  • Original (no photo copies)
  • Display legal name
  • Signature

If you have any questions about the ID requirements, please contact Pearson VUE customer service.
When can I expect to see my exam results reflected in Dell EMC system?
You can expect to see your results reflected on the Dell EMC Certification portal within 5 days after the completion of your test. If you do not see your score reflected, please send an email to Dell EMC at Deployment_Certification@dell.com. If you are a Dell EMC employee, please send an email to Employee_Certification@dell.com.
I’m a Dell EMC Partner, what are the benefits of getting a Dell EMC certification?

Dell EMC certification is a requirement for the Deployment Services Competency. Deployment Services Competency enables partners to deploy Dell EMC hardware with greater expertise, accuracy and efficiency.

Partners with certified individuals gain access to exclusive Dell EMC tools, best practices, and the latest critical technical updates for richer deployment capabilities. This allows partners to expand reach, grow deployment opportunities and increase revenue. Deployment Services Competency also allows partners to opt-out of mandatory deployments for SC Series Storage and is the first step to being eligible to co-deliver ProDeploy deployment services.

What are the partner requirements to participate in Deployment Services Competency?
  • A partner must be Preferred or Premier with the corresponding hardware competency.
  • Register company on dell.com/certification and accept program terms.
  • Employ at least two certified technicians in one or more product area(s).

Example: A Preferred partner who holds a networking hardware competency has two Networking Certified Professionals on staff. They should complete the competency application for approval, as they are eligible for the Deployment Services Competency for Networking.
If I’m interested in getting the Competency, what are the next steps?
  • Register your company at the Dell EMC Certification Portal. All additional actions will be performed by logging into this portal and navigating from there.
  • Have your certified technician register at the portal as well. You will be able to track their progress on this site and they will be able to access the trainings, study guides and exams from this site.
  • After meeting the requirements, submit a Deployment Competency Application. After the application is approved you will have access to the program tools and resources through the portal.
  • Visit PartnerDirect or email Deployment_Services@dell.com for additional information.

TechDirect APIs

What are the TechDirect APIs?
Software code and instructions that provide a framework for your team to create interfaces into Dell EMC 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 Enterprise 1.2 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 SupportAssist Client 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. You can also visit dell.com/SupportAssist to download.

How do I begin receiving SupportAssist Enterprise 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 TechDirect Terms.
  2. Visit the SupportAssist gadget and accept the Terms and Conditions.
  3. In the SupportAssist Enterprise user interface go to Settings, TechDirect Login.
  4. You are asked to provide your TechDirect Account credentials and an One Time Password (OTP) is generated.
  5. Enter this OTP in the One-Time Password field and click the Apply button.
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 EMC?
The data sent from you to Dell EMC is encrypted with 256 bit encryption and transferred securely using SSL protocol. The data is stored in compliance with the Dell EMC Privacy Policy.
What steps does Dell EMC take to safeguard customer information?
Dell EMC 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 EMC 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 EMC groups who have access to Dell EMC 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 EMC 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 EMC?
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.