An Assigned Support Engineer (ASE) provides the first level of personalized support, managing issues from recognition to resolution. Assigned Support Engineers are available over the phone during business hours, and service up to 30 incidents a year.
A Primary Support Engineer (PSE) provides both proactive guidance and reactive problem resolution, visiting you onsite periodically during the year to stay in touch with your team, and to stay familiar with your environment and initiatives. With the purchase of a Priority Subscription, the PSE is available 24x7 by phone for emergency situations.
A Dedicated Support Engineer (DSE) works full-time onsite at your business, supporting your business as the primary focus of their activities. They solve problems, perform proactive maintenance, and leverage close ties to our support and engineering teams to escalate your issues to the highest priority. There is no stronger support relationship available than that of the DSE.
"Excellent work by SUSE team to help us resolve this tricky issue we faced in our production system!""
Needed Premium Support. “Our production system was down for 48+ hours since Saturday till Monday due to backline availability.”
“I've got help from Sascha for many years and each time I was surprised by his knowledge of the SUSE products and competency to fix problems.”