SUSE Premium Support Services

Your business needs you to transform your IT infrastructure to meet the demands of your customers and drive innovation. That means leveraging new technologies to increase agility, while supporting new processes and methodologies such as DevOps.

In the meantime, you are still charged with maintaining your existing systems, preventing security breaches, and preventing downtime. In other words, you need to be an IT Super Hero.

We can help. Our Premium Support Services offering extends and expands your SUSE subscription by providing you access to a trusted expert who knows you and your specific environment. Premium Support Services enables you to keep up with the pace of business and demands of your business - while still taking care of every day tasks.

SUSE Premium Support Services - Become the Office Superhero

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Dedicated Services to Meet the Needs of the Digital Economy

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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 faster time to value with optimal implementation of your SUSE solutions.

Ensure business continuity with proactive maintenance and monitoring of your specific systems, infrastructure and business needs.

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