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Frequently Asked Questions

What is General Support?

General Support commences when a product is released, and continues for a minimum of 5 years for Operating Systems and 3 years for Applications and Software Services (for more details, refer to a specific product on the main Product Support Lifecycle page). During the General Support phase of the product support lifecycle, the purchase of maintenance includes upgrade protection, technical support, feature enhancement requests, software patches and fixes, and security updates. More detailed product support lifecycle information is available on the SUSE Linux Enterprise Products.

Additional support options are available for purchase, such as assigned Premium Services Engineers and Account Management. See the Support Programs page for more information.

What is Extended Support?

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.

Novell may offer Extended Support at the conclusion of General Support, for an additional 2 years. The combined duration of General Support and Extended Support will be for a minimum of 7 years for Operating Systems and a minimum of 5 years for Applications and Software Services.

During a product's Extended Support phase, customers continuing to pay maintenance on the current version of the product may purchase an Extended Support Service Request package for installation and configuration technical support. See the Extended Support Service Request Package for more information and pricing.

What is Self-Support?

Self-Support includes free and fee-based resources and is available for ten years from the start of General Support. Find out what Self-Support options are available.

What software patches and fixes are available during General Support?

During the General Support phase, Novell will make available to maintenance customers software defect resolution in the form of support packs, patches, or field test files. Defects are evaluated and prioritized to ensure the most critical issues are remedied. During the General Support phase, customers may also request new or enhanced product features. As a product moves through its lifecycle, customers should expect Novell to be significantly more discriminating when evaluating software defects and enhancement requests.

What software patches and fixes are available during Extended Support?

During the Extended Support phase, Novell will continue to make available critical security updates for maintenance customers who have purchased Extended Support. Other software patches and fixes may be provided if Novell deems appropriate and strategic. Additional software patches and fixes may also be available on a fee basis. During the Extended Support phase, Novell will not accept requests for warranty support, design changes, new or enhanced product features.

As a product moves through its lifecycle, customers should expect Novell to be significantly more discriminating when evaluating software defects and enhancement requests.

If I already pay maintenance, do I need to purchase Extended Support for my older products?

Yes, if the older version product has moved from the General to the Extended Support phase, you must purchase an Extended Support Service Request pack in order to receive technical support. The Extended Support Service Request package allows customers to receive technical support on the older product for a longer period of time as they complete their transition to the current version. To qualify, you must have maintenance for the current version of the product.

To see if Extended Support is available for your product, see the Novell Product Support Lifecycle web site. For more information and pricing, see the Extended Support Service Request Package.

What are my options if I need to stay on an SUSE Linux support pack for longer than recommended?

SUSE Linux Enterprise Server support packs are eligible for defect fixes for 6 months after a new support pack is released. SUSE Linux Enterprise Server customers may purchase Long Term Service Pack Support if they need additional time to move to the current support pack.

If I am a Novell partner, do I need to purchase Extended Support for older products?

The support Novell provides through partner programs such as PartnerNet is intended for products that are in the General Support phase. Partners who need support for products beyond the General Support phase will need to purchase Extended Support. See the Extended Support Service Request Package for more information and pricing.

If I have multiple Novell products, do they all share the same Support Lifecycle schedule?

The Novell Support Lifecycle is designed to be consistent by product categorization and by product family. However, there may be some exceptions to the guidelines. For this reason, it is important to verify product support schedules posted on the Novell Product Support Lifecycle web site.

What does "Current Version" in the Product Support Lifecycle schedule mean?

"Current Version" is the latest released patch or support pack for the product version listed.

What does "Replacement Product" in the Product Support Lifecycle schedule mean?

"Replacement Product" is the current product which replaces the product listed in the Product Release column of the lifecycle status page.