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:
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.
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.
Go-lives can be stressful. Get the peace of mind you need by having access to your premium team when you “flip the switch.”
|Dedicated Named Engineer (hours per year)/Service Requests (number per year)*||180 / 30||500 / 150||Exclusive / Unlimited|
|Customer Success Manager|
|After Hours Access to Premium Team|
|Initial Response Times||60 minutes||30 minutes||15 minutes|
|Scheduled Standby Hours**||16||16|
|Service Reviews (per year)||2||4||12|