Support for Volume License Agreement Customers

Novell makes it easy to get the answers you need, delivering award-winning online resources, on-demand training and even access to product engineers for your critical questions.

Service Requests

Volume License Agreement (VLA) customers purchase Novell products through an Authorized Novell reseller or partner. With proper maintenance and subscription coverage, VLA customers are entitled to receive support directly from Novell, which means our certified support professionals stand ready to help when you need assistance resolving your issues. Choose between:

• Priority Maintenance to enjoy 24x7 access to our world-class support organization with 4 hour response time and 1 hour response time with Severity 1 issues
  
  or
   
• Standard Maintenance if 12x5 support meets your organization's needs with a 4 hour response time.

Premium Service Engineers

In order to purchase additional services such as Premium Service Engineers and assistance on-site, VLA customers must have products covered under Standard or Priority Maintenance.

Novell® Premium Service Engineers are senior level engineers who can help you maintain a high availability and optimal performance environment, keeping downtime to a minimum. Augment your current support program with the services of a Premium Service Engineer.

Additional Options

If you're planning big changes or just need some extra assurance, we have supplemental support options—on site support, proactive system analysis and scheduled standby—to meet any challenge.