Novell Home

How to Manage Maintenance Support Benefits

Activating Product Maintenance

  1. When you purchase maintenance with your product, you will be entitled to a certain level of support from Novell.
  2. Once the order is placed with Novell, the main contact on the order will receive an e-mail confirmation.
    • If you have an existing Novell Login Account, all product subscriptions and support entitlements will be activated automatically if the e-mail address used to place your order matches that in your Novell Login Account. You can check your Novell Login Account e-mail address here.
    • If you do not have a Novell Login Account, you will need to click the "Installation" link in the order confirmation e-mail. This will take you through the steps of creating a Novell Login Account and activating your products and support.
  3. Once support is activated, you will receive another e-mail confirmation with technical details about Support, Training, and Patch & Update entitlements.

Managing Patch & Update, Support, and Training Contacts

You can manage your entitled support contacts through Novell Customer Center. If you are an Organization Administrator, simply login to Novell Customer Center and locate the product for which you would like to manage support contacts. (Learn more about administering organization users.)

Managing Contacts

  1. Login to Novell Customer Center.
  2. Select My Products/Products from the left navigation menu.
  3. Select the product for which you would like to manage support contacts in the Product Family list, then double click the product's "Maintenance" line to get to the Product Detail page and click the User Access tab. Here you will see a list of current contacts and whether they are entitled to support and/or training.
  4. To add a new contact, click the '+' button below the list of contacts.
  5. Enter their e-mail address and select the checkbox for Support, Training and/or Patch & Update.
  6. Click 'Add'.
    *Please note, in order to add a new contact, they must have a Novell Login Account.

If the new contact's name does not appear next to the e-mail address when you attempt to add them as a user, this means that they will need to create a Novell Login Account for that e-mail address. Once their Novell Login Account is confirmed, the new contact will receive an e-mail confirmation that they have been added as an entitled contact and may now access Patch & Update, Support and/or Training benefits for that product.

If you are not an Organization Administrator and need access to your products, please contact the Customer Resolution Team.

Instructions with Screenshots

Login to Novell Customer Center.

NCC home page

Single click on the Product Family, then double click the product's "Maintenance" line to get to the Product Detail page and click the User Access tab:

Select a product User Access tab

Here you will see a list of current contacts and whether they are entitled to support and/or training:

Current contacts

To add a new contact, click the '+' button below the list of contacts. Enter their e-mail address and select the checkbox for Support and/or Training. Click 'Add'.
*Please note, in order to add a new contact, they must have a Novell Login Account.

Add new contact

If the new contact's name does not appear next to the e-mail address when you attempt to add them as a user, this means that they will need to create a Novell Login Account for that e-mail address. Once their Novell Login Account is confirmed, the new contact will receive an e-mail confirmation that they have been added as an entitled contact and may now access Support and/or Training benefits for that product.

New contact needs to create a login account

If you are not an Organization Administrator and need access to your products, please contact the Customer Resolution Team.


Accessing Technical Support

If you have searched the knowledgebase and still haven't found a resolution for your issue, here are some other support options for you to consider. If you would like to work with a Novell engineer, and already have a support entitlement, you can open a service request online. Learn more about using the online service request tool.


Accessing Training Benefits

For most products, Novell offers on-demand training to provide you with a "first look" at your product, teaching you how to get started with it, right out of the box. Learn all about your product's installation and basic configuration, as well as primary features and functions, at your own pace and at your convenience—anytime, anywhere, and as many times as you need.

To access this training, go to the Novell Customer Center and select My Training/On-demand Training from the left navigation menu.

On Demand training link

Need More Help?

If you need additional assistance navigating Novell Customer Center, please contact the Novell Customer Resolution Team at:

EMEA: Customer_CenterEMEA@novell.com
All other countries: CustomerResolution@novell.com

© 2014 Novell