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Novell Linux Support Overview

Novell will support the usage of original (non-change or recompiled) packages. See package description on product page. In addition, we recommend that certified hardware be used with SUSE products. More information about certified hardware can be found at the following site: http://www.novell.com/partnerguide.

If you purchased a SUSE Linux Enterprise Server 9 subscription prior to August 1, 2006 view the scope of the installation assistance here.

The following table outlines the possible support offerings for each of Novell's Linux products:

 

SUSE Linux Enterprise

  Basic  
General
Subscription Type Product only Product + Support Product + Support Additional Support to be added to Standard or Priority
Customer Type Small Business Small to Medium Business Small to Medium Business Medium to Large Enterprise, or Mission Critical Environment
Support Type Server and Product Specific Server and Product Specific Server and Product Specific Select product families in customer environment
Purchase Method through Partner VLA through Partner MLA through Novell VLA through Partner MLA through Novell VLA through Partner MLA through Novell
Support Entitlement
Access to fixes and patches Yes Yes Yes na
Electronic Support 30 day trial Standard Support Yes Yes included with Standard or Priority
Telephone Support No Yes Yes included with Standard or Priority
Hours of Access 12x5 for 30 day Standard Support 12x5 24x7 determined by subscription level
Target Response Time 2 days 4 hours 1 hour for Severity 1, 4 hours all other varies
Self Help Resources including Forums Yes Yes Yes Yes
Dedicated Technical and Acct Mgt Resources No No No Yes
Subscription to Tools and Resources No No No Available
Training or Brainshare Benefits No Yes, First Look Training Yes, First Look Training Available
Consumer Products
openSUSE 90 days electronic installation assistance No No No

*Note: The Standard and Priority support subscriptions are currently available on the following platforms: x86, AMD64, Intel EM64T, Itanium, IBM Power and zSeries.

Terms and conditions of the free installation assistance for Novell's Consumer product line, SUSE Linux, can be found in the Free Installation Support section of the SUSE Linux support page. Consumer products will not be supported under Premium Service or SUSE Linux Enterprise Server programs.

Support for all Novell products is available according to the Novell Support Lifecycle. For more detailed information, visit http://support.novell.com/lifecycle.

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