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Support for Volume License Agreement Customers

Volume License Agreement (VLA) customers purchase Novell products through an Authorized Novell Reseller or Partner. Through the purchase of maintenance, and according to the Novell Support Lifecycle, you are entitled to receive support directly from Novell.

First Look Training

Through Novell Customer Center, you can access First Look Training for your products that are properly covered under Maintenance. First Look Training is delivered on-demand, and covers the fundamentals of installation and basic configuration as well as the new features and functionality of a product.

Service Requests

You are entitled to unlimited service requests for any product you choose to properly cover through Maintenance. Your level of service—hours of access and response time—are dependent on the level of maintenance you choose. Standard Maintenance provides 12x5 access with a 4 hour targeted initial response time, while Priority provides 24x7 access with a 1 hour targeted initial response time for severity 1 issues.

Benefits Standard Priority
Access 12x5 24x7
Technical Support Unlimited Unlimited
Training On-demand First Look On-demand First Look
Response Time 4 hours Severity 1 = 1 hour
Severity 2 & 3 = 4 hours

Dedicated Resources

With proper Maintenance coverage, you may choose to upgrade the level of your service with one or more of our dedicated support professionals.

  • Premium Service Engineer – Work with a senior support engineer who is also your single point of contact for all your support inquiries throughout the year.
  • Project Engineer – Access a senior support engineer for specialized assistance to ensure a successful transition.
  • Custom Consulting Developer – Leverage the expertise of a Novell Consultant for your ongoing development needs.
  • Service Account Manager – Work with a customer advocate who can coordinate, manage and report on all your service related issues.

Optional Enterprise Level Services

We can help you meet many other challenges or just provide extra assurance with additional enterprise level services such as On-site Support, Advantage Service Requests, Proactive System Analysis, Scheduled Standby, and more.

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