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August 5th, 2025 12:01
Dell Support Change to Multi-Vendor After 5 Years – Policy & Pricing Clarification
Our Dell PowerEdge server is now over 5 years old. Our distributor informed us that Dell has moved the support contract from Dell NBD (Next Business Day) to a Multi-Vendor Support model.
Under Dell NBD, we previously received:
Hardware break-fix service
Technical troubleshooting support
Firmware updates
Configuration assistance
Under the Multi-Vendor Support model, we were told it only covers hardware break-fix, without the technical, firmware, and configuration support we used to receive.
However, our distributor charged the same price for Multi-Vendor Support as we previously paid for Dell NBD.
Could someone please confirm:
Is this an official Dell policy for devices over 5 years old?
What specific services are excluded under Multi-Vendor Support compared to Dell NBD?
Is it normal for Multi-Vendor Support to be charged at the same rate as Dell NBD?
Is there an option to continue with Dell NBD or equivalent full-service support for older devices?
Thank you,
DELL-Chris H
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August 5th, 2025 16:18
Ashan6667,
Let me see if I can answer your questions.
1. It is an official Dell policy to transition support contracts for devices over 5 years old from Dell NBD (Next Business Day) to a Multi-Vendor Support model. This policy is designed to ensure customers receive continued support for their aging devices, albeit with some limitations.
2. Under the Multi-Vendor Support model, the following services are typically excluded compared to Dell NBD:
3. Now given that we are tech support, and not sales, I am not aware of the exact pricing. Yet I wouldn't think that it is typical for Multi-Vendor Support to be priced the same as Dell NBD, given the reduced scope of services. If your distributor charged the same rate, it may be worth:
4. As far as if there is an option to continue with Dells NBD, I am not certain as it will be based on part availability and the specific server models. What I would suggest is to reach out to Sales and see if they will quote you on prices and options for the specific server.
Let me know if this helps.