Open a Service Request

Single Service Requests

Novell has transitioned our single incident credit card support to Alternative Technology, a strategic and qualified Novell partner. Alternative Technology offers global technical support for single incidents via credit card. To open an incident with Alternative Technologies, please visit: www.alttech.com/support/novell.

You may also open a service request with Alternative Technology by calling 1-888-347-6305 in the USA and Canada or 303-305-4907 outside of North America.

Service Requests Through Your Novell Maintenance Support Agreeement

Submit your service request online and choose your preferred response method—chat, email or call back. For severity 1 (system down) issues, contact your local Novell support center by phone.

+ Submit a service request online

For the phone numbers, hours of operation, and services offered through your Novell Support Center, please select your region:

New Maintenance Requirements for Support

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. 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 .

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.

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.

How to Update Support Contacts/CIDs

If you have a maintenance support agreement, you may manage you contacts through Novell Customer Center. For complete instructions, please visit the How to Manage Maintenance Support Benefits page.

Electronic Service Request

If you have an active maintenance support agreement through Novell and have logged a service request with Novell Technical Services, you can use Novell Customer Center to check the status of your service request or submit a new one.

Technical Support from Novell

Novell support programs can be purchased direct or from a Novell reseller though Novell's licensing programs, which have been simplified and improved to help you focus on what matters most—running your business. To find out more about our support programs, visit the support options page.

To purchase support, please call your authorized Novell reseller or Distributor, which can be found through the Partner locater tool.

For questions regarding SUSE consumer products, please visit the openSUSE page.