Washington University Information Technology is pleased to communicate that, starting on July 1, 2022, all new laptops processed through the WashU IT Depot will automatically come with the Dell ProSupport Plus warranty.
The new ProSupport Plus warranty will replace the standard warranty pack provided by Dell and will include accidental coverage for drops, spills, and surges.
Customers who purchase floater insurance only for the purpose of accidental breakage will no longer need to acquire additional coverage. Note that ProSupport Plus does not cover theft and, or lost equipment. Therefore, investing in additional coverage will remain necessary if they are required.
What Will Change in the Dell Warranty
The table below lists extra features of the ProSupport Plus warranty compared to the current standard warranty.
| Feature | Base Warranty | ProSupport Plus |
|---|---|---|
| Technical support through phone, chat and online | Business hours | 24/7 |
| Hardware repair service delivery | Varies | Onsite |
| Self-service case management and parts dispatch through TechDirect | ✓ | |
| Direct access to in-region ProSupport engineers | ✓ | |
| Single resource for software and hardware expertise | ✓ | |
| Command center monitoring and crisis management | ✓ | |
| Software support with collaborative 3rd party assistance | ✓ | |
| Case Management API for helpdesk integration | ✓ | |
| Automated issue detection, notification and case creation by SupportAssist | ✓ | |
| Accidental damage repair for drops, spills, and surges | ✓ | |
| Retention of hard drive after replacement | ✓ | |
| Dedicated Service Account Manager | ✓ | |
| Monthly support history and contract reporting | ✓ |
The new warranty will be automatically incorporated into the laptop purchase price, adding $50 to the total cost of the machine, or $10 per year for the five years of coverage.
We have made this decision to support our customers’ need for extra insurance while adhering to all support and security requirements for the university.
This change will NOT affect desktops or existing laptops purchased or in stock before July 1.
Have questions? Email or call us at (314) 933-3333.
For urgent issues, please call us.
We appreciate your patience as we enhance our services.
Visit our Status Page for the current status and planned maintenance of WashU IT services.