Partner Experience

SupportAssist for Business PCs is the connectivity technology you’ve been waiting for to manage multiple client environments. With customizable settings in TechDirect, you can personalize your experience to meet individual customer needs and drive productivity.

Partners can leverage the entire scope of our AI-driven services capabilities from deployment through retirement within the TechDirect portal. Once connected to SupportAssist for Business PCs, partners can leverage all the capabilities and view and manage the support experience for multiple client organizations from TechDirect.

Tip! As a partner, there are a couple of steps unique to your experience. When creating your TechDirect account for the first time, under the "I am conducting business" question select, **"As a service on behalf of a client"**. *This is critical.*

As a partner, you have to options to serve your clients. **Deploy & Manage** *or* **Deploy only**. Talk with your client(s) about which option works best for them and the level of service they need.

The next steps will walk you through two flows... 1. Adding a client to a partner account for the first time 2. A client approving a partner's request to Deploy or Deploy & Manage SupportAssist for Business PCs to their PC fleet.

Adding a client to your partner account for the first time

1. From Connect and manage on the navigation pane, select Manage PC fleet. 2. On the Manage PC Fleet page you will see a drop down for Select Account allowing you to view the clients you are providing a service for. Since this is your first time adding a client, nothing will appear in the drop down. Going forward you will use this feature. 3. Select Manage under the Manage your clients to add a client to your account.

On the Manage your clients page click "Add client". Your view will not have any data populated during a first time set-up.

On the **Create new client account** page select the desired account type and duration. Under the **Type** drop-down, option one is **Deploy & manage** where you as the partner will configure, download, and deploy SupportAssist as well as manage your client’s PC fleet in TechDirect on their behalf.

With **Deploy only**, you the partner will simply download and deploy SupportAssist for Business PCs to your clients PC fleet – leaving the management to your client.

From the **Duration** drop-down, select the duration (in years) of the arrangement between partner and client.

Tip! When entering your client primary email address in Step 2 below.... 1. Use an email address with your client's company domain name. 2. Do not use an email associated to a free email service provider.

Enter your client’s primary email address and select Check for an existing account. If a TechDirect account associated to that email exists, it will auto-populate the account details.

If no results appear, fill in the account details on behalf of your client to create an account for them – account name, location, first and last name. Click "Create".

From the **Mange your clients** page you can see the status of the management request – **awaiting approval**. Your client must either approve or deny your request. Best practice is to inform your client they will receive an email from [admin@techdirect.dell.com](mailto:admin@techdirect.dell.com) asking them to act on your request.

Client approval of partner's request

The client will receive an email from [admin@techdirect.dell.com](mailto:admin@techdirect.dell.com) asking them to approve or deny the partners request to deploy or deploy and manage SupportAssist in TechDirect. The email request will reflect which relationship type the partner selected – Deploy and manage or Deploy only.

1. To act on the partner request, open TechDirect. 2. From Connect and manage on the navigation pane, select Manage PC fleet. 3. On the Manage PC Fleet page select Manage under the Manage your partners tile.

On the **Manage your partners page** you can see pending and approved requests. Use the radio button to select the request you want to act on and **Approve** or **Deny**.

If you choose **Approve**, you will be prompted to complete four steps. **Accept** the terms of service. This is where you, the client, formally authorize your partner to deploy or deploy and manage SupportAssist for Business PCs

Fill in your **primary contact information**. This will be used in case the partner relationship expires or is cancelled, all communications will be forwarded to the contact information inputted. Select **Save and next**.

Provide your **shipping address details**, including an address identifier and select your time zone. Select validate shipping address.

Select "**Approve"** to begin the agreement with your desired partner.

On the **Manage your partners** tab you can see the status of your requests. Your partner will be notified via email of your approval.