Extended Support Incident Package

Novell's Extended Support incident package allows customers to receive technical support for a product that has moved from General support phase to Extended Support phase. Extended Support is intended to be an interim solution for customers who intend to move to the most current version of a Novell product, but need additional time to make the transition.

Pre-requisite to purchase
In order to purchase an Extended Support incident package, you must declare the product you are requesting support for and be current on your maintenance coverage for the new release of that product. The following is an example:

Example: ABC company has been running ProductX version 5 and Novell releases ProductX version 6. ProductX version 5 moves to Extended Support on Jan 1, 2009, but ABC company is not planning to upgrade to ProductX version 6 until July, 2009. As long as ABC company is current on ProductX maintenance, they may purchase Extended Support Incident package.

Benefits:
Novell's Extended Support Package includes:

5 Service Requests
12x5 access

Duration
This incident package is valid for one year or until the end of the Extended Support phase for that product, whichever comes first.

Maintenance Support
During the Extended Support phase, Novell will continue to provide security related software maintenance for customers who have purchased an Extended Support agreement. Non-security related software maintenance may be provided if Novell deems appropriate and strategic. Additional software maintenance may also be available on a fee-basis. For details, see Novell's Software Maintenance policy.

To order
For pricing and ordering information, please contact your Novell Reseller, or Novell Sales representative, or download the Service Option Order Form for your region: