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Premium Support Services

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A Closer Look

Premium Support Services is a 12-month, tiered offering that provides a number of benefits to help your get from where you are to where you want to go. Working with your premium support services team, you will get:

Deliver
Deliver faster time to value with optimal implementation of your SUSE solutions.
Graduation Cap
Ensure business continuity with proactive maintenance and monitoring of your specific systems, infrastructure and business needs.
Chat Bubbles
Meet changing business demands while reducing costs with flexible and cost-effective support services offerings that provide exactly the level of support your business needs.

Benefits

Premium Support Services provides our enterprise customers with pro-active support for their business-critical production environment. The premium support services team is backed by SUSE Worldwide Technical Support and Engineering.

Silver Gold Platinum
Dedicated Named Engineer (hours per year)/Service Requests (number per year)*
A prescribed number of dedicated hours with a named premium support engineer coupled with a defined number of service requests. Depending on the tier selected, you can use up to the number of hours allocated for the tier or up to the number of service requests allotted. As every service request takes a different number of hours to complete, you may use up less than the number of service requests but meet your allocated number of hours.
 180 / 30 500 / 150 Exclusive / Unlimited
Customer Success Manager
After Hours Access to Premium Team
After Hours Access to the Premium Services team. With this key benefit you will always have access to someone who knows you, your business and your IT infrastructure. Relationships matter.
Initial Response Times 60 minutes 30 minutes 15 minutes
Onsite Days 4/year 4/week
Scheduled Standby Hours**
Scheduled Standby for critical go-lives. When you have premium support services, you also have peace of mind when you go-live during nights or weekends. Scheduled standby hours must be preplanned a minimum of 2 weeks in advance and used in 4-hour blocks.
 16 16
Service Reviews (per year) 2 4 12

* Up to the number of hours allotted or up to the number of service requests allocated

** Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks

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