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What is Technical Support?

Through your subscription, Novell provides assistance with issues, questions, or problems related to the installation or use of your product. Novell draws on the cumulative knowledge of its world-class Linux experts to deliver the industry's #1 Linux technical support.

How does Novell support vary by subscription type?

Benefit Basic Standard Priority
Terms of Service 30 days 1 year 1 year
Hours of Access 12x5 12x5 24x7
Number of Service Requests Unlimited Unlimited Unlimited
Service Request Registration Online Phone for Severity 1 Online for all others Phone for Severity 1 & Online for all others
Response Time N/A 4 hours 1 hour Severity 1
4 hours Severity 2,3
Working with the Support Engineer Electronic Email, Chat and Phone Email, Chat and Phone
Access to Patches & Fixes Yes Yes Yes
On-demand First Look Training Yes Yes Yes

Support for Distribution Components

Our Linux products contain many components that have been integrated to provide a full featured experience. For more specific information on the major components and how they are supported, select a product below:

New with SUSE Linux Enterprise 11 Service Pack 1

Novell continues to expect customers to apply platform service packs within six-months of their release. However, we recognize that this is not always possible and that customers may need technical support for systems that are not running the latest service pack even though it is outside of the allotted six-month window.

Beginning with SUSE Linux Enterprise 11 SP1, Novell will work with customers that need support for systems running an older service pack to identify a solution without, first, having to upgrade to the latest service pack. If an issue can be fixed with an update that exists in a previous service pack repository the customer can just apply those necessary packages and continue running their system. This provides customers with the flexibility and control to lock-down their systems on a specific service pack of SUSE Linux Enterprise 11 and still receive Novell's award-winning Linux support. However, if the solution is within the latest service pack, customers will be required to apply the entire service pack to solve the support issue and ensure ongoing compatibility and protection of their systems.

Long-Term Service Pack Support

We understand that some customers with large and complex environments may need additional time to plan and migrate to the latest release. For these customers, Novell continues to offer its Long Term Service pack program.

Expanded Support

The Expanded Support offering lets you choose SUSE Linux Enterprise Server now, and receive the technical support you need for your existing environments.

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