Novell Linux Point of Service
Novell Linux Point of Service product description and support level information for contracted customers and partners
Additional Customer Contract necessary
Problem determination, which means technical support designed to provide compatibility information, installation assistance, usage support, on-going maintenance and basic troubleshooting. Level 1 Support is not intended to correct product defect errors.
Problem isolation, which means technical support designed to duplicate customer problems, isolate problem area and provide resolution for problems not resolved by Level 1 Support.
Problem resolution, which means technical support designed to resolve complex problems by engaging engineering in resolution of product defects which have been identified by Level 2 Support.