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, minimize costs and ensure you get the most from your Novell investment.
With 3 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 ($) | Up to 4 days per year | Up to 4 days per week |
| Response Time | 1 hour | 30 minutes | 15 minutes |
| Hours of Access | 12x5 ASE (Support Center: Matches Maintenance) |
Priority Maintenance: 24x7 Standard Maintenance: 12x5 |
Priority Maintenance: 24x7 Standard Maintenance: 12x5 |
| Additional Support Contacts | No limit | No limit | No limit |
| Health Checks | Optional ($) | 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 ($) | 3 |
| Response Time | 1 hour | 30 minutes |
| Account Management | Yes | Yes |
EMEA
Europe, Middle East, Africa
| Annual Support | Assigned Support Engineer | Primary Support Engineer | Dedicated Support Engineer |
| Dedication Level | Assigned Contact Up to 30 service requests |
Semi-dedicated Contact | Fully Dedicated Contact |
| Onsite Days | Optional (€) | Up to 4 days per year | Up to 4 days per week |
| Response Time | 1 hour | 30 minutes | 15 minutes |
| Hours of Access | 8x5 ASE (Support Center: Matches Maintenance) |
Priority Maintenance: 24x7 Standard Maintenance: 12x5 |
Priority Maintenance: 24x7 Standard Maintenance: 12x5 |
| Additional Support Contacts | No limit | No limit | No limit |
| Health Checks | Optional (€) | 1 | 2 |
| Service Summary Reports | N/A | Quarterly | Quarterly |
| Service Account Management | Yes | Yes | Yes |
| Project Support | Project ASE | Project PSE |
| Dedication Level | Assigned Contact 1 introductory call, 8 service requests |
Semi-dedicated Contact |
| Hours of Access | 8x5 ASE (Support Center: Matches Maintenance) |
Priority Maintenance: 24x7 Standard Maintenance: 12x5 |
| Onsite Days | Optional (€) | 3 |
| Response Time | 1 hour | 30 minutes |
| Account Management | Yes | Yes |
Asia Pacific
Asia Pacific
| Annual Support | Assigned Support Engineer | Primary Support Engineer | Dedicated Support Engineer |
| Dedication Level | Assigned Contact Up to 200 hours |
Semi-dedicated Contact | Fully Dedicated Contact |
| Onsite Days | Optional ($) | 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 |