Extending SUSE Support
Premium Support Services extends and expands your SUSE subscription by providing you direct access to a named trusted expert who knows you and your specific environment. Premium Support Services enables you to keep up with the pace of change and demands of your business, while still taking care of everyday tasks.
Seem impossible? Watch the video!
A Closer Look
Premium Support Services is the ideal optimization offering for those enterprises that want a direct relationship with named technical professionals. It is a fixed cost, 12-month support service offerings offering that provides “white glove” services support.
Your premium team will have an intimate knowledge of your infrastructure and a professional relationship with key members of your IT team. Having direct access to your team will give you unparalleled confidence in your software-defined infrastructure and application delivery solutions.
Working with your premium team lets you minimize downtime and maximize performance. Unparalleled reach into the SUSE product and engineering team helps you to:
Benefits
Premium Support Services provides proactive maintenance providing support services for business-critical production environments. The premium services team is backed by SUSE technical support, product management, and engineering. Key benefits include:
Direct access to a named premium engineer
Direct access to a named highly experienced engineer. This engineer will know your team and your infrastructure. They will help you get up and running quickly, address changing IT needs, and provide proactive maintenance so that you can get the most out of your technology investment.
Direct access to a named service delivery manager
Your proactive business champion. Develop a close working relationship with your service delivery manager to coordinate services personnel, facilitate fast resolution paths, and discuss technology trends.
After hours support
If your mission-critical, production systems * A mission-critical issue is defined as a problem where the affected operation is in production and is mission-critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available. fail at 3 a.m., you'll be glad you have this benefit. With a Premium Support Services plan in place, you'll be able to contact a member of the premium team made up of Level 2 and Level 3 engineers. Not a mission-critical issue, production down issue? You'll still have the same great access to our exceptional global technical support team!
Response times tailored to your business requirements
IT disruptions can be costly to the business. That's why Premium Support Services offers rapid response times of as little as 15 minutes.
Onsite visits
There are times when collaboration is best done in person. For those occasions, we have built on site days into the Gold and Platinum tiers of Premium Support Services. On site days enable your premium team to come to you to share solution knowledge, best practices and even technology trends.
Scheduled standby
Go-lives can be stressful. Get the peace of mind you need by having access to your premium team when you “flip the switch.” Get rid of those “go-live jitters” with scheduled standby.
| Silver | Gold | Platinum | |
| Named Engineer (hours per year)/Service Requests (number per year) | 180 / 30 | 500 / 150 | Exclusive / Unlimited |
| Service Delivery Manager | |||
| After Hours Access to Premium Team | |||
| Initial Response Times | 60 minutes | 30 minutes | 15 minutes |
| Onsite Visits | 4/year | 4/week | |
| Scheduled Standby Hours | 16 | 16 | |
| Service Reviews (per year) | 2 | 4 | 12 |
* A mission-critical issue is defined as a problem where the affected operation is in production and is mission-critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
