Frequently Asked Questions

Quick Links

FAQs regarding Novell's Support offerings and Policies

Does Novell provide any free support?
Yes. Novell offers complimentary access to its Knowledgebase, Documentation, Tools, and Patches and Files at our Support Website. In addition, we offer access to our Support Forums which provide you the opportunity to post questions related to any of Novell's products. These forums are a community of highly skilled administrators and consultants, are monitored by highly skilled System Operators, and are available 24x7x365.

What is required to get support from Novell?
Effective February 18th, 2008, in order to receive support from Novell, you must purchase, and be current on, maintenance for the product you require support on. Academic customers who purchase product through an Academic or School License Agreement may purchase Academic Service Request packs. For information on all of Novell's buying programs, visit http://www.novell.com/licensing/buyingprograms.html .

What is Maintenance?
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.

Do I need a support contract to receive telephone support?
As mentioned above, post February 18, 2008 all customers are required to be current on maintenance to be able to access technical support from Novell. We realize that this may take time for some customers and therefore are able to provide telephone support on a 'one-off' basis for a grace period of six months, single service request support will be available until February 1, 2009.

Can I buy support one service request at a time?
Novell will continue to offer single Service Requests through February 1, 2009. Effective September 18th, the cost of a single service request is $1,250 (US)/€850 (Euro)until the service is discontinued on February 1st. Customers are encouraged to obtain support through the purchase of Maintenance, available through Novell's buying programs. For information on all of Novell's buying programs, visit http://www.novell.com/licensing/buyingprograms.html .

What is the definition of a Service Request?
A Service Request is defined as assistance with one issue, problem, or question relating to the use or installation of a Novell product or product component, regardless of the number of communications required. A single service request is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each is considered a separate service request. In addition, Novell considers access to a support engineer at least one service request.

Do I have to pay to get support for a bug?
Customers may Submit a Bug Report without speaking to a support engineer. However, if you want to speak to a support engineer, a service request is required. If your issue is an unreported Novell software defect, you will not be charged for the service request. However, if this software defect was already been reported and logged as a Support TID in our Novell Support Website Knowledgebase it will be considered a service request.

Do I have to pay if I just have a quick question, or if it only take a few minutes to get a resolution?
Visit the Novell Support Website for a variety of online options, as well as powerful support tools such as our Technical Subscriptions. The Support Website site is a very good resource and we have made it easy to find answers to simple questions. If you cannot find the answer you need in the Knowledgebase, you may post your question out on our Support Forums. Typically you receive an answer within 24 hours.

Novell technical support is billed on per Service Request basis rather than time and materials, and the price is based on the cost of the average support call. Some calls may be resolved very quickly but will be considered a Service Request.

Do I have to pay to get a file referenced in a Technical Information Document (TID) that is not available in your Knowledgebase?
No. All publicly available files are posted on the Downloads site for public access. However, there is occasion when a TID mentions a file that is not posted on the web. Typically these files have not completed the required testing period. You can acquire such files by contacting a Novell support engineer. Please keep in mind that when you call, the Novell Customer Service Representative you speak with will still open a service request before connecting you with a support engineer. If all you do is acquire the file, the support engineer will close the call and you will not be charged for a service request. However, if you use this opportunity to ask the support engineer any other questions, it will be considered a service request.

Do CNAs, CNEs, or CLEs receive a discount on support from Novell?
No. However, Novell has a wealth of information published on our website that can assist CNEs, CNAs, and CLEs with the most common support questions and issues that customers may have. For more information, visit the Novell Support Website. The Support Website site is a very good resource and we have made it easy to find answers to even the quickest of questions. If you cannot find the answer you need in the Knowledgebase, you may post your question out on our Support Forums. Typically, you receive an answer within 24 hours.

Are there Service Level Agreements in place for case Resolution?
There are no external service level agreements for case resolution. However, Novell has its own internal resolution service Levels which represents a Key Performance Indicator and which Novell constantly measures itself against .

Does Novell define different levels of severity for a Service Request, and does this influence my response time?
Yes. The severity of a Service Request is defined when created, and can be set by the customer creating the Service Request electronically, or by a Customer Service Representative over the telephone. Novell has defined three types of severity as follows:

Severity 1 (High): System down situation. The production server/system is completely down and is not operational, or the operation of a mission critical application is severely impacted by the problem and work cannot reasonably continue. No procedural work around exists.
Severity 2 (Medium): Limited functionality. There is limited use of the production server, application, or system. Some features work, but others do not. The production server or application is subject to periodic interruptions in service and is considered unstable after service has been restored. This is the most common type of service request.
Severity 3 (Low): An error that does not cause a significant portion or feature of the software to be inoperative and yet is not an irritant only. Sometimes used if there is a general question about a product.

FAQs regarding how to register a Service request

What steps should I take before registering a Service Request?
Search Novell's knowledgebase for answers to even the most stubborn technical questions. This ever-growing collection of product manuals, articles, tips and technical information documents (TIDs) contains the information you need now. If you do not find the answer you need, you will be given the option to initiate a service request.

How do I register a Service Request?
The process for logging your service requests vary depending on the severity of your issue. For Severity 1 issues, contact your Novell support center. For all other issues, please submit your service request online at http://www.novell.com/center/eservice . As part of the process, you choose your preferred response method:

Chat - Request real-time access to Novell support engineers . Using this technology, you can also allow your support engineer to connect to your system for improved troubleshooting and easier walk-through directions. You can even grant full control of your desktop or server so that he or she can work directly on your problem, with no assistance from you required. Chat support is available in English, German, French, Italian and Spanish. For info about Novell's chat service, click here.
Email or call back - Request support via a call back or email and a Novell support engineer will contact you within the response time parameters of your support agreement.

What is a CID?
A CID, or Contact ID number, is the number given to you by Novell when you are entitled to support. This number is your unique identifier within our call center database and allows you access to Novell support on the internet and/or via the telephone. All of your Accounts, Agreements and Entitlements with Novell support should be tied to this one CID number.

Can I use someone else's CID to register a Service Request?
No. CIDs are to be used only by the person to whom it was assigned.

How many Contact IDs can my organization have?
The number of Contact IDs you can use to access technical support from Novell depends on your support program entitlement as follows:

Buying Program	Support Program	Contact IDs
Master, Academic and Schools Licence Agreement (MLA/ALA/SLA)	Premium Service Academic Service Requests	4 Contact IDs, though more may be added upon request
Volume Licence Agreement	Standard Maintenance Priority Maintenance	2 Contact IDs per product under maintenance

How do I add Contact IDs?
To add extra Contact IDs send an email including the name, address, email address and phone number for the person within your organisation whom you wish to give access to support to:

Americas: premiumcontracts@novell.com
Europe, Middle East and Africa: http://support.novell.com/premium/servlet/order/cpd
Asia Pacific: apac_premium@novell.com

How can I get a faster response time or higher level of service?
Novell offers different levels of support programs which, depending on the buying program, include tiered levels of support based on access hours, response times and frequency of support usage. To see the available options view the support programs

Does Novell offer any immediate direct phone access to Support Representatives after raising a service request?
Immediate direct phone access is deemed necessary for High Severity issues. Customers will first be contacting Novell Customer Service representatives who will in turn route the case straight into the appropriate phone hunt queue for timely service. Customers will still have the option to specify phone call back if and when they choose to.

FAQs about the Service Request process

What happens to my service request once a Defect is logged?
Once a defect is raised, the engineer can close the service request and monitor progress through Bugzilla. Once a fix is produced, the engineer will resume work on the service request by re-activating it. The customer can also request for his service request to be re-activated if the fix turns out to be unsatisfactory.

What is Novell Technical Services Online?
As of March 1, 2008 Novell will start offering the ability for customers to choose chat as method of receiving support. To support this new method, Novell has implemented a solution that provides the ability for Technical Support Engineers to chat, diagnose, and establish remote control all through a single tool and session. The core tool used to accomplish this is made by a company called Bomgar.

What is the difference between Novell Technical Services Online, email and call back support?
Synchronous:
Via Novell Technical Services Online. Detailed information can be found here http://support.novell.com/chat/about.html
Asynchronous:
Via Electronic mail using our call tracking system or via phone back.

Can you tell me approximately how long I'll have to wait for an initial response?
Your response time will vary depending on your support contract service level agreements and the severity of the issue.

What if the support engineer doesn't resolve my problem? Am I still charged for the support?
Novell considers access to an engineer as a service request. If you spent time working with a support engineer, it will be considered a service request. If you never communicated with a support engineer, your service request will be canceled.

Under what circumstances and time frame can I re-activate my Service Request?
Novell's policy is to allow Customers to re-activate their service request within a time limit of 2 weeks after closure date, providing the exact same original issue still occurs. Beyond that, the customer must open a new service request referencing the old one. Novell can then determine if the request would be charged or not. The Customer Service Representative will coordinate with the Engineer owner and Management to confirm the validity of the request.

What if I am not satisfied with the way my Service Request is handled?
Please call the support center to register any complaints or concerns regarding your Service Request. Or, to send a written complaint, please visit the Novell Technical Services Feedback page. Your feedback will be routed to the appropriate manager.

How can I provide feedback about my support experience?
Unless you choose to opt out, a short survey will be sent to your e-mail address each time a service request closes. Novell uses this information to improve our products and support services.

FAQs about Novell Technical Services Online

Why do I have to start a unique download for each time I initiate a chat session with Novell Technical Support?
All initiate session are unique to ensure secure access between the customer and Novell. The session information contains information about the customer, SR, and the issue that are currently experiencing. The client used by the customer for a chat session is removed from the system after it is used. The session client cannot be re-used.

Why is Novell using a downloadable client for chat session with a customer?
The download client offers more than chat capability. It provides diagnostic and remote control functions that will help Novell and the customer during the troubleshooting and solution process.

How large is the client that the customer downloads?
The downloadble client is about 900 KB.

Which ports need to be open in order for Bomgar Chat to work?
Port 443.

Will I be able to chat to the same support engineer if I need to initiate a further chat session?
If the engineer is still assigned to the service request and is available for chat, then yes, his/her name will be visible in the customer center service request chat page. Either the same engineer or a new representative can be engaged in a chat session. If the engineer is not available for chat, his/her name will be displayed as unavailable.

FAQs about Novell's billing processes

When am I charged for the Service Request?
For customers with a support contract, the service request is decremented from your account when the issue is closed. For customers without a support contract and paying by credit card, your credit card is charged when the service request is opened.

How can I get an invoice?
Once the service request is closed, you can obtain a copy of your invoice by doing the following:

Login in to the Self Service site
Click the "Check My Service Requests" icon
Select the appropriate SR# hyperlink
Under the Attachments heading, locate the invoice
You may use the standard browser functions to open, save or print your invoice

You can also request a copy from a Customer Service Representative when calling the support center once the service request is closed.

What about refunds?
In general, Novell does not give refunds. Novell's policy is to provide the customer with a complimentary service request only in the event that they report an issue that is determined to be an undocumented defect in a Novell product.