Dell EMC Embrace Third-Party Software

Three server cabinets being held by an abstract hand

Posted on Thursday, July 25, 2019

Dell EMC has surprised some analysts by announcing support for third-party software. Normally, third-party software is treated like kryptonite by OEMs, which makes the announcement all the more unusual.

The new offering is more than a basic first-line service, too. Dell EMC is clear, “Not only will we diagnose the issue, we will own the issue through resolution.” This should help to reduce the time-to-fix for software issues by making Dell a single point of contact for all queries.

Good and bad news

The offer is not only for software purchased direct from the OEM either– they will support any ‘eligible’ application. Less clear, however, is what these eligible applications actually are. So far three vendors have been named– Microsoft, VMWare and Red Hat– but the offer may not extend to their entire product portfolios.

It’s also important to note that the service will not be available to all Dell EMC customers. Only those with ProSupport Plus maintenance contracts are eligible for third-party software support– so only the very top tier of customers will be able to take advantage.

What does this mean for the future?

The move toward greater openness may signal a change in strategy for the OEM, one which embraces the customer preferences for best-of-breed storage infrastructure. More likely, though, is that this is an attempt to deliver greater value to customers in return for their top-rate maintenance contract payments.

Despite the additional coverage, most businesses will probably find that they are able to achieve greater value by moving to a third-party maintenance provider like CDS. With contracts typically offering savings of 50% or more, you will free up budget to cover software support– and to fund other strategic projects, too.

To learn more about how to save money without compromising on the quality of support received, please get in touch.

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