Novell is now a part of Micro Focus

Support Hears You

Improvements to Novell Support Based Upon Your Feedback

Many of you have given us feedback on our surveys about how we can improve our support. Thank you! We value your feedback and comments, which help us improve. This page is about what you've told us during the feedback process, and what we're doing about it:

  1. Quicker Service Request resolution: Some of you asked that we resolve Service Requests (SRs) more quickly. To improve SR resolution speed, our Service Centers are setting new, more stringent targets to help us stay focused on resolving your SRs more rapidly. We hope you'll see a difference as you work with us on your next SRs.
  2. Improved notifications about SR progress: We heard from you that we need to improve our follow-up to keep you informed of our efforts and developments when we are researching your Service Requests (SRs). To this end, our Support Centers have implemented processes to communicate with you more frequently about your open SRs. Our goal is to proactively reach out to you with updates to keep you in the loop about what's happening with your SRs.
  3. Improved India Support Center accent and skills: Some of you expressed concern about the technical skills and accent of our India Support Center (ISC). The ISC is a Novell office with Novell employees—it is not an outsourced vendor. We've implemented hands-on technical training, emphasizing both product knowledge and troubleshooting skills, to improve the technical caliber of our ISC engineers. Also, we've implemented accent-neutralization training. Our goal is to make it easier to communicate with us—all of us.
  4. Easier communication with our management: Some of you asked that we make it easier to communicate with our support management. To assist with this, we have created a new "Talk to a Support Manager" forum. This forum is monitored by Support Center managers, who can address questions you post to this forum.
  5. Easier SR escalations: Some of you asked that we make it easier to request an escalation of an SR to backline (level 2) support. To help with this, we've added a chat link to our Support FAQ that lets you chat with a Customer Service Representative who can help with your request. This information is also accessible from a "Request Escalation of SR" link in the left navigation bar in Novell Customer Center.
  6. More thorough SR review: Some of you have commented that not all our Technical Support Engineers thoroughly read information you provide in electronically-submitted SRs. We have process changes in the pipeline to help ensure that we completely review the information you've submitted so we don't need to ask you for something you've already provided. You should start to see a difference in the coming months.
  7. Improved self-help tools: We heard from you that you'd like tools to help you maintain your Novell networks more easily and for a lower cost. To this end, we're providing a free automated self-help tool, Novell Support Advisor (NSA), to support and diagnose SUSE® Linux Enterprise Server, Open Enterprise Server (Linux), NetWare, and associated products. NSA provides you with a streamlined way to perform both pro-active and reactive system diagnostic tasks typically provided by Novell Technical Services, but in a local, secure, and automated fashion. Learn more about Novell Support Advisor today.

© Copyright Micro Focus or one of its affiliates