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Novell Premium Service Engineers

Take your support to the next level with a Novell Premium Service Engineer. Your Novell Premium Service Engineer provides a single point of contact for all your support queries, understands your technical environment, and responds to your problems within the hour of need. You choose the level of dedication and the term of service that makes the most sense for your business.

Premium Service Engineers, either on an annual or quarterly basis, help you avoid downtime, minimizing costs and ensure you get the most from your Novell investment.

With three different types of engineers you can choose one that is best for your support needs. Choose from:

  • Novell Assigned Support Engineer
  • Novell Primary Support Engineer
  • Novell Dedicated Support Engineer

Americas

United States, Canada, Latin America


Annual Support Assigned Support Engineer Primary Support Engineer Dedicated Support Engineer
Dedication Level Assigned Contact
Up to 30 service requests
Semi-dedicated Contact Fully Dedicated Contact
Onsite Days Optional ($) Up to four days per year Up to four days per week
Response Time 1 hour 30 minutes 15 minutes
Hours of Access 12x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Priority Maintenance: 24x7
Standard Maintenance 12x5
Additional Support Contacts No limit No limit No limit
Health Checks Optional ($) 1 2
Service Summary Reports N/A Quarterly Quarterly
Service Account Management Yes Yes Yes

Project Support Project ASE Project PSE
Dedication Level Assigned Contact
1 introductory call, 8 service requests
Semi-dedicated Contact
Hours of Access 12x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Onsite Days Optional ($) 3
Response Time 1 hour 30 minutes
Account Management Yes Yes

EMEA

Europe, Middle East, Africa


Annual Support Assigned Support Engineer Primary Support Engineer Dedicated Support Engineer
Dedication Level Assigned Contact
Up to 30 service requests
Semi-dedicated Contact Fully Dedicated Contact
Onsite Days Optional (€) Up to four days per year Up to four days per week
Response Time 1 hour 30 minutes 15 minutes
Hours of Access 8x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Priority Maintenance: 24x7
Standard Maintenance 12x5
Additional Support Contacts No limit No limit No limit
Health Checks Optional (€) 1 2
Service Summary Reports N/A Quarterly Quarterly
Service Account Management Yes Yes Yes

Project Support Project ASE Project PSE
Dedication Level Assigned Contact
1 introductory call, 8 service requests
Semi-dedicated Contact
Hours of Access 8x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Onsite Days Optional (€) 3
Response Time 1 hour 30 minutes
Account Management Yes Yes

Asia Pacific

Asia Pacific


Annual Support Assigned Support Engineer Primary Support Engineer Dedicated Support Engineer
Dedication Level Assigned Contact
Up to 200 hours
Semi-dedicated Contact Fully Dedicated Contact
Onsite Days Optional ($) Up to four days per year Up to four days per week
Response Time 1 hour 30 minutes 15 minutes
Hours of Access 12x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Priority Maintenance: 24x7
Standard Maintenance 12x5
Additional Support Contacts No limit No limit No limit
Health Checks Optional ($) 1 2
Service Summary Reports N/A Quarterly Quarterly
Service Account Management Escalation Management Yes Yes

Project Support Project ASE Project PSE
Dedication Level Assigned Contact
1 introductory call, 8 service requests
Semi-dedicated Contact
Hours of Access 12x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Onsite Days Optional ($) 3
Response Time 1 hour 30 minutes
Account Management Yes Yes

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