Support Options

Support Programs

Support for Master License Agreement (MLA) Customers

MLA Customers purchase product and Maintenance direct from Novell. One of the benefits of purchasing Maintenance through the MLA is Premium Service.

Each level of the Premium Service program includes the benefit of Priority Support, which is unlimited 24x7 access to technical support from Novell for all of your products covered by Maintenance.

Depending on your total amount of Maintenance, you may qualify for a higher level of Premium Service, which provides a more extensive level of services, ranging from Service Account management to access to a named or assigned engineer, and more. +

• Learn how to manage Maintenance Support benefits

Support for Volume License Agreement (VLA) Customers
VLA customers are entitled to direct support from Novell via chat, email or a call back. Unlimited support is provided for any product that is properly covered under Novell maintenance. +

Support for Academic (ALA/SLA) Customers
Academic customers have access to the Novell support organization through the purchase of Academic service request packs, Premium Service Engineers and additional support options. +

• Learn how to manage Maintenance Support benefits

SUSE Linux Enterprise Server Expanded Support
The Expanded Support offering lets you choose SUSE Linux Enterprise Server now, and receive the technical support you need for your existing environments. Learn more +

Support from Novell Partners
Novell partners are an extension of Novell, providing the vast majority of support to our mutual customers. To ensure their success, Novell provides partners with the resources they need to provide quality service and support. Click here to find a partner near you. +

Service Account Management
Service account Management has proven to be one of the most valued services we offer. A Service Account Manager develops a close working relationship with your business to gain an in-depth knowledge of your technical support needs and coordinates the efforts of support personnel on behalf of your business. +

Premium Service Engineers
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 Support Options
Whether you're planning big changes or just need some extra assurance, we have supplemental support options to meet any challenge. Check out our On-site Support, Proactive system Analysis, and Scheduled Standby services. +

SUSE Linux Enterprise Standard & Priority Subscriptions
When you subscribe to SUSE® Linux Enterprise Server or Desktop, you get support, training, and tools—all at one convenient subscription price. +

Support for Partners
Novell partners are an extension of Novell, providing quality support to our mutual customers. To ensure their success, Novell provides partners with many valuable resources through the Novell PartnerNet program. Find a partner near you or learn more about Novell partner programs. +

Self Support

Knowledgebase Search
With the Novell Technical Resource Search you can search the entire database of technical information documents (TIDs), product documentation, articles and tips, readmes and patches, and more. The natural language search on the Support home page will assist you in locating the technical resource that best fit your needs. +

Novell Support Advisor
Novell Support Advisor is an automated self-help tool used to support and diagnose SUSE Linux Enterprise Server, Open Enterprise Server (Linux) and associated products.

This tool provides customers with a streamlined way to perform both pro-active and reactive system diagnostic tasks typically provided by Novell Technical Services, but in a local, secure and automated fashion. +

Patches
Find patches and fixes for any specific product, including minimum patch list and beta patches. +

Free Support Forums
Interact with product experts in these message forums about released Novell products. Feel free to ask questions, respond to any forum message that interests you, or tell everyone about your latest adventure with your Novell product. +

Documentation
If you need to view or download documentation for your Novell products, this is the place to go. +

Electronic Service Request
If you have logged a service request with Novell Technical Services and have an active Contact ID (CID), use this tool to check the status of your service request or submit a new one. +

Product Specific Support
Find the most recent patches for your product, search the knowledgebase, discuss issues with your peers in the forums, find tips, tricks, Q&A, and free tools that will help you get the most out of your investment in Novell products. It's a "one stop shop" for all your product specific support needs. +

Technical Subscriptions
Novell Technical Subscriptions make it easier to manage today's complex networks. By subscribing, you'll receive the latest information and resources, including new Novell software, advanced technical resources, exclusive online tools and much more. Solve your business problems and maximize productivity by subscribing today! +

Support Lifecycle
Find out which products are currently shipping, which products are forecast to be discontinued soon, and which products have been discontinued. +

Beta Program
Participate in beta testing Novell products under development. The beta test process helps Novell determine the quality of a product before it is released to the general public. +

Novell Bookstore
Be a better expert with the new books offered through the Novell bookstore. +

Report a Product Defect
If you think you have found a bug in our product, we need to hear from you. If you want to contact Novell regarding a software defect, you may register a "bug report" here. +

Submit an Enhancement Request
Submit an enhancement request or view the status of previously submitted requests. +