Enterprise Support Programs
Augment your Maintenance support benefits with the enterprise level services that will help you improve network performance, cut total cost of ownership, avoid unnecessary investments in new technologies or solutions, gain access to external skills and resources, and train your staff members as they work with experienced SUSE engineers.
- Service Account Management
- Premium Service Engineers
- Project Support
- Long Term Service Pack Support
- Advantage Service Requests
- Health Checks
- On-site Visits
- Scheduled Standby
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
Premium Service Engineers offer a single point of contact for all of your technical issues. These semi- or fully dedicated senior engineers apply in-depth knowledge of SUSE technologies, as well as of your specific systems and environment, to resolve your issues quickly. They can also assist you by making recommendations on important issues such as staffing, training, project planning and periodic health checks. You choose from three levels of dedication. Learn more ›
Project Support
Access the services of an Assigned or Primary Support Engineer on a quarterly basis to address the shorter-term needs of technology transformation projects. These resources focus on helping you make the transition from implementation to production, so benefits vary slightly from the same resource purchased on an annual basis. Learn more ›
Long Term Service Pack Support
We generally release service packs approximately every 18 months, and support previous service packs for an industry-standard 6 months after the release of the new service pack. If you need additional time to design, validate and test execution plans, Long Term Service Pack Support can extend support an additional 12 to 36 months in 12-month increments, giving you a total of 3 to 5 years of support on any given service pack.
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Advantage Service Requests
Advantage Service Requests provide you the opportunity to expedite the response and resolution times for more critical Service Requests. The team of senior support engineers who handle Advantage Service Requests are more experienced and have immediate access to the entire SUSE worldwide technical support organization, resulting in faster response and resolution times. The maximum target response time for an Advantage Service Request is one hour.
Health Checks
Health Checks are performed by experienced SUSE Premium Service Engineers. This process includes analyzing your entire SUSE environment, along with addressing any specific concerns you may have. Afterwards, a report detailing recommendations specific to your environment and business issues can then be provided to help you implement improvements to optimize SUSE system performance.
On-site Visits
On-site visits by a SUSE Premium Service Engineer can be used to augment your staff, ensure SUSE assistance during specific projects or resolve emergencies. On-site visits may also be made by your Service Account Manager, so that he or she can work in person with your IT staff to best understand your system configuration, business needs and technology environment.
Scheduled Standby
Scheduled Standby allows you to schedule a SUSE support expert to provide assistance while you make any system changes, including during routine maintenance. In essence, whenever you do anything that may pose a risk to your operations, SUSE is there, ready to help. Simply contact your standby support engineer two hours before your planned activity to discuss exactly what you'll be doing—and your support engineer will advise on the best course of action. With a SUSE technical expert ready to assist, you'll be able to accomplish tasks quickly and avoid surprises.