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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 minimize downtime with a proactive dedicated relationship with a premium team, consisting of your premium engineer and customer success manager. This team gives you unparalleled reach into the SUSE product and engineering teams and will help to:

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 proactive support for their business-critical production environment. The premium services team is backed by SUSE Worldwide Technical Support and Product Management and Engineering. Key benefits include:

Dedicated named engineer

Direct access to a named highly experienced engineer. 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.

Customer success manager

Your proactive business champion. Develop a close working relationship with your customer success manager to coordinate services personnel, facilitate fast resolution paths, and discuss technology trends.

After hours access

3 a.m. issues? No problem. With this key benefit you will always have access to a team that knows you, your infrastructure, and your business.

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, on site days enable your premium team to come to you to share 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.”


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 Visits 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
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Interested in purchasing Premium Support Services?

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