Open a Service Request by Phone

Asia Pacific Region

New Maintenance requirements for support

Effective February 18th, in order to receive support from Novell, you must purchase, and be current on, maintenance for the product you require support on. Maintenance is the combination of upgrade protection, training and support, and is purchased through one of Novell's buying programs- the Volume License Agreement or Master License Agreement. Academic customers who purchase product through an Academic License Agreement or School License Agreement may purchase Academic Service Request packs. For information on all of Novell's buying programs, visit www.novell.com/licensing/buyingprograms.html .

Single Service Requests Available through August 31st, Price Increase

Novell will continue to offer single Service Requests through August 31st 2008. Effective February 18th, the cost of a single service request is US $750 until the service is discontinued on August 31st.

Before you register a Service Request

Novell provides an extensive free support knowledgebase online that includes information and troubleshooting tips on the most common issues that customers may encounter. You can access the knowledgebase search from the Support home.

Novell is promoting single issue support through the Open Source and Linux communities to better utilize our partners and Support Forum System Operators. Many partners provide professional, expert support services on Novell products. You can use Partner Locator tool to find a partner near you.

Logging and Tracking Service Requests by phone

A service request is defined as assistance with one issue, problem, or question relating to the use or installation of a Novell product, regardless of the number of communications required. The cost of support will be charged to your credit card at the following rate:

24x7 Support: US$750
(Effective February 18, 2006)

COUNTRY:   ACCESS NUMBER
Please select your country Australia:     1800 631 733 China, Northern :     10800 610 0014 China, Southern:     1080 0261 0014 Hong Kong:     800 933 225 India:     1800 225 777 Indonesia:     0018 036 1686 Japan:     +81-3-5740-4300 Korea:     0030 861 0051 Macau:     1080 0610 0292 Malaysia:     1800 801 925 New Zealand:     0800 445 060 Philippines:     1800 1651 0505 Singapore:     800 616 1448 Taiwan:     0080 1611 333 Thailand:     001800 611 278
For any country not listed call (USA) +1 801 861 4000

View the frequently asked questions for answers regarding the purchase of service request on a per-incident basis.

How to Update Support Contacts/CIDs

To update the authorized contacts on your support agreement, please send an email to apac_premium@novell.com with the information. Please include the name, phone number and email address for each contact.

How To Report Software Defects

Frequently Asked Questions

Japanese Language Support

For support options in Japan and Japanese language support please contact the Japan Support Center:

Japan Support Center

Telephone
+81-3-5740-4300

Fax
81-3-5740-4320

Address
Sumitomo Fudosan Nishigotanda Bldg. 3F
3-6-21 Nishigotanda, Shinagawa-ku,
Tokyo 141-8551 Japan

Further contact details

Asia Pacific Support Center

Telephone
+61 2 8281 3400

Fax
+61 2 8281 3599

Address
Level 13
201 Sussex Street
SYDNEY NSW 2000