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. Helping you avoid downtime, minimizing costs and getting the most out of your investment.
With three different types of Engineers you can choose one that is best for your support needs. Choose from:
- Novell Assigned Support Engineer (ASE)
- Novell Primary Support Engineer (PSE)
- Novell Dedicated Support Engineer (DSE)
Americas
United States, Canada, Latin America
| Benefit | ASE | PSE | DSE |
| Dedication Level | Assigned Contact (30 service requests maximum) | Semi-dedicated Contact | Fully Dedicated Contact |
| Onsite | Optional | Up to four days per year | Up to four days per week |
| Response | 1 hour | 30 minutes | 15 minutes |
| Hours of Access | 12x5 ASE (24x7 Call Center) | 24x7 | 24x7 |
| Additional Support Contacts | No limit | No limit | No limit |
| Proactive System Analysis | Optional | 1 | 2 |
| Service Summary Reports | N/A | Quarterly | Quarterly |
| Service Account Management | Yes | Yes | Yes |
EMEA
Europe, Middle East, Africa
| Benefit | ASE | PSE | DSE |
| Dedication Level | Assigned Contact (30 service requests maximum) | Semi-dedicated Contact | Fully Dedicated Contact |
| Onsite | Optional | Up to four days per year | Up to four days per week |
| Response | 1 hour | 30 minutes | 15 minutes |
| Hours of Access | 8x5 ASE (24x7 Call Center) | 24x7 | 24x7 |
| Additional Support Contacts | No limit | No limit | No limit |
| Proactive System Analysis | Optional | 1 | 2 |
| Service Summary Reports | N/A | Quarterly | Quarterly |
| Service Account Management | Yes | Yes | Yes |
Asia Pacific
Asia Pacific
| Benefit | ASE | PSE | DSE |
| Dedication Level | Assigned Contact (200 hours maximum) | Semi-dedicated Contact | Fully Dedicated Contact |
| Onsite | Up to two days per year | Up to four days per year | Up to four days per week |
| Response | 1 hour | 30 minutes | 15 minutes |
| Hours of Access | 8x5 ASE (24x7 Call Center) | 24x7 | 24x7 |
| Additional Support Contacts | No limit | No limit | No limit |
| Service Summary Reports | N/A | Quarterly | Quarterly |
| Service Account Management | Escalation Management | Yes | Yes |