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:
|
Annual Support Agreement Programs |
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| Product Purchase with Upgrade Protection | Premium Support |
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| General | ||||
| Customer Type | All | 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 | All Novell technologies in customer environment |
| Purchase Method | through Partner | through Partner | through Partner | through Novell |
| Suse Linux Enterprise Server Support Entitlement | ||||
| Access to fixes and patches | Yes | Yes | Yes | Yes (valid Maintenance or Upgrade Protection required) |
| Level of service increases with purchase commitment (better response, more dedicated resources, etc.) | No | No | No | Yes |
| Electronic Support | 30 day trial Standard Support | 1 year technical support | 1 year technical support | 1 year technical support |
| Telephone Support | 30 day trial Standard Support | 1 year technical support | 1 year technical support | 1 year technical support |
| Hours of Access | 12x5-telephone, 24x7-electronic for 30 day Standard Support | 12x5 | 24x7 | varies |
| Target Response Time | 4 hours for 30 day Standard Support | 4 hours telephone and electronic | 1 hour telephone and electronic | varies |
| Self Help Resources including Forums | Yes | Yes | Yes | Yes |
| Dedicated Technical and Acct Mgt Resources | No | No | No | increases with purchase commitment |
| Subscription to Tools and Resources | No | No | No | Yes |
| Training or Brainshare Benefits | No | Yes, Advanced Self-Study Training Kit | Yes, Advanced Self-Study Training Kit | Yes, increasing with purchase commitment |
| Suse Linux Enterprise Desktop Support Entitlement | ||||
| Access to fixes and patches | Yes | NA | NA | Yes (valid Maintenance or Upgrade Protection required) |
| Level of service increases with purchase commitment (better response, more dedicated resources, etc.) | No | NA | NA | Yes |
| Electronic Support | 30 day trial support | NA | NA | 1 year technical support |
| Telephone Support | 30 day trial support | NA | NA | 1 year technical support |
| Hours of Access | 12x5-telephone, 24x7-electronic for 30 day support | NA | NA | varies |
| Target Response Time | 4 hours for 30 day support | NA | NA | varies |
| Self Help Resources including Forums | Yes | NA | NA | Yes |
| Dedicated Technical and Acct Mgt Resources | No | NA | NA | increases with purchase commitment |
| Subscription to Tools and Resources | No | NA | NA | Yes |
| Training or Brainshare Benefits | No | NA | NA | Yes, increasing with purchase commitment |
| Consumer Products | ||||
| SUSE Linux Professional | 90 days electronic installation assistance | No | No | No |
| SUSE Linux Professional Update | 60 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.