Service Request E-mail Information
Through the course of resolving support issues, Novell Technical Services customers will receive automated e-mail from Novell regarding their Service Requests. That e-mail links to this page. This page provides options for responding to such e-mail. It also includes the Terms and Conditions that govern e-mail regarding Novell Service Requests.
Instructions to Reply
If you have received an automated e-mail message from Novell Technical Services, you may respond in any of the following ways, as needed:
E-mail Replies: If you reply to an automated e-mail message from Novell Technical Services that is regarding an open Service Request, your e-mail message will be captured and posted to your Service Request. The assigned support engineer will be alerted to the update. E-mail replies regarding a Closed SR will not notify a support engineer. To re-open a closed SR, please contact us by phone.
E-mail Attachments: E-mail attachments should be in ZIP format. ZIP files are more likely to be accepted through anti-spam and anti-virus protections. However, attachments may still be blocked in some cases. Files can also be uploaded via FTP or uploaded directly to the SR via Self Service.
Electronic Service Request Service: Log in to the Self Service site to check your list of Service Requests, post Updates, and/or upload Attachments. Your engineer will be alerted when you post updates or attachments to an open Service Request online.
Telephone Support Option: If your Novell Service Agreement includes telephone support, you may also call Novell Technical Services directly. Contact numbers can be found here.
Terms and Conditions
The following terms and conditions govern all e-mail communication from Novell regarding Novell Service Requests:
Terms of Use: You may use files or information (Files) included with this message if you accept these terms. For a File intended to replace, patch or otherwise run with a version of a Novell software product, You may use the File for its intended purpose, provided you agree (1) NOT to distribute or transfer the File without Novell's prior written consent, (2) use is also subject to the license terms for the underlying product with which the File is intended to be used and any license terms included in the File itself, and (3) the following disclaimer applies.
Warranty and Liability Disclaimer: The files or information (Files) are provided "AS IS" without any warranty, either expressed or implied, including any implied warranties of merchantability or fitness for a particular purpose. Novell excludes all liability for damages of any kind (including direct, indirect, incidental, consequential, loss of business profits or data) arising out of or relating to use or inability to use Files, even if advised of the possibility of such damages. Some states do not allow limiting liability for consequential or incidental damages so this limitation may not fully apply.
Export: You may not export Files in violation of any applicable laws including U.S. export regulations or the laws of the country in which you reside.