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
|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|
|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|
|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.