Frequently Asked Questions
FAQs Regarding SUSE's Support Offerings and Policies
- Does SUSE provide any free support?
- What is required to get support, patches and fixes from SUSE?
- What is a subscription?
- Can I buy support one service request at a time?
- What is the definition of a service request?
- Do I have to use a service request to get support for a bug?
- Do I have to use a service request if I just have a quick question, or if it only takes a few minutes to get a resolution?
- Do I have to use a service request to get a file referenced in a Technical Information Document (TID) that is not available in your knowledgebase?
- Does SUSE define different levels of severity for a service request, and does this influence my response time?
FAQs Regarding How to Register a Service Request
- What steps should I take before registering a service request?
- How do I register a service request?
- What is a CID?
- Can I use someone else's CID to register a service request?
- How do I add Contact IDs?
- How can I get a faster response time or higher level of service?
- Does SUSE offer any immediate direct phone access to support representatives after raising a service request?
FAQs About the Service Request Process
- What happens to my service request once a defect is logged?
- What is SUSE CHAT?
- Can you tell me approximately how long I'll have to wait for an initial response?
- What if the support engineer doesn't resolve my problem? Am I still charged for the support?
- Under what circumstances and time frame can I re-activate my service request?
- What if I am not satisfied with the way my service request is handled?
- How can I provide feedback about my support experience?
- How do I request to escalate my service request?
FAQs about SUSE CHAT
- Which ports need to be open in order for SUSE CHAT to work?
- Will I be able to chat to the same support engineer if I need to initiate a further chat session?
Does SUSE provide any free support?
Yes. SUSE offers complimentary access to its knowledgebase, Documentation, and Tools at its Support Web-site. In addition, we offer access to Support Forums where you can post questions related to any of SUSE’s products. These forums are available 7x24x365 and are monitored by a community of expert administrators, consultants, and highly skilled System Operators.
What is required to get support, patches and fixes from SUSE?
Customers with a Basic subscription are entitled to product upgrades, updates and patches but not technical support. Customers with a Standard or Priority subscription are entitled to technical support, in addition to product upgrades, updates and patches. Learn more about subscriptions. Academic customers who purchase through an Academic or School License Agreement do not receive technical support as a component of their buying program, but may purchase technical support a la carte. Learn more about Academic Support Options. Silver level Solution Providers and System Integrators who do not receive technical support as part of their PartnerNet entitlement, may purchase technical support a la carte. Learn more about PartnerNet Support Options.
Alliance Partners may purchase support through the Technology Partner Support program.
What is a subscription?
SUSE sells its products and services bundled as subscriptions to ensure you get what matters most: product upgrades, updates, fixes and technical support. With three levels to choose from (Basic, Standard and Priority), you can select the level of service you need for your environment. Learn More
Can I buy support one service request at a time?
SUSE has partnered with Arrow, ECS, a strategic and qualified SUSE partner, to deliver single incident credit card support. Arrow ECS offers global technical support for single incidents via credit card. To open an incident with Arrow ECS, please visit: http://ecs.arrow.com/novell_form/.
You may also open a service request with Arrow ECS by calling 1-888-347-6305 in the USA and Canada or 303-305-4907 outside of North America.
What is the definition of a service request?
A Service Request is defined as assistance with one issue, problem, or question relating to the use or installation of a SUSE product or product component, regardless of the number of communications required. A single service request is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each is considered a separate service request. In addition, SUSE considers access to a support engineer at least one service request.
Do I have to use a service request to get support for a bug?
Customers may Submit a Bug Report without speaking to a support engineer by using a free tool on our web-site. However, if you want to speak to a support engineer, a Service Request is required. If you are an Academic customer or Partner with limited Service Requests, we will credit back the Service Request upon your request if the issue you are reporting has not already been documented in our release notes, patch documentation, or as a TID in our support knowledgebase.
Do I have to use a service request if I just have a quick question, or if it only takes a few minutes to get a resolution?
SUSE technical support is billed on a per Service Request basis rather than time and materials, and the price is based on the cost of the average support call. Some calls may be resolved very quickly but will be considered a Service Request. You may also count on SUSE technical support to handle complicated issues that may take considerable time and effort from multiple SUSE resources, and these very complex issues will also be considered a Service Request.
For quick questions, we recommend that you visit the SUSE Support Website for a variety of online options, as well as powerful support tools such as our Technical Subscriptions. The Support Website site is a very good resource and we have made it easy to find answers to simple questions. If you cannot find the answer you need in the knowledgebase, you may post your question out on our Support Forums. Typically you receive an answer within 24 hours.
Do I have to use a service request to get a file referenced in a Technical Information Document (TID) that is not available in your knowledgebase?
No. All released files are posted on the Downloads site for entitled customer and partner access. However, there is occasion when a TID mentions a file that is not posted on the web. Typically these files have not completed the required testing period. You can acquire such files by contacting a SUSE support engineer. Please keep in mind that when you call, the SUSE Customer Service Representative you speak with will still open a service request before connecting you with a support engineer. If all you do is acquire the file, the support engineer will close the call and you will not be charged for a Service Request. However, if you use this opportunity to ask the support engineer any other questions, it will be considered a service request.
Does SUSE define different levels of severity for a service request, and does this influence my response time?
Yes. The severity of a Service Request is defined when created, and can be set by the customer creating the Service Request electronically, or by a Customer Service Representative over the telephone. SUSE does prioritize response times by Severity and subscription level.
|Severity Level||Description||Basic||Target Initial Response Time
|1 - Critical||The 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.||2 Hours||1 Hour|
|2 - High||Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available.||4 Hours||2 Hour|
|3 - Medium||The product does not work as designed resulting in a minor loss of usage. A workaround is available.||Next Business Day||4 Hours|
|4 - Low||There is no loss of service. This may be a request for documentation, general information, product enhancement request, etc.||Next Business Day||Next Business Day|
FAQs Regarding How to Register a Service Request
What steps should I take before registering a service request?
Search SUSE's knowledgebase for answers to even the most stubborn technical questions. This ever-growing collection of product manuals, articles, tips and technical information documents (TIDs) contains the information you need now. If you do not find the answer you need, you will be given the option to initiate a Service Request.
How do I register a service request?
The process for logging your service requests varies depending on the severity of your issue. For Severity 1 issues, contact your SUSE support center by phone to the section “Open a Service Request”, specifically the sub-section “Severity 1: Open a Service Request by telephone. For all other issues, please submit your service request online. As part of the process, you choose your preferred response method:
- Chat - Request real-time access to SUSE support engineers. Using this technology, you can also allow your support engineer to connect to your system for improved troubleshooting and easier walk-through directions. You can even grant full control of your desktop or server so that he or she can work directly on your problem, with no assistance from you required. Chat support is available in English, German, French, Italian and Spanish. More information on SUSE's CHAT service may be found here.
- E-mail or call back - Request support via a call back or e-mail and a SUSE support engineer will contact you within the response time parameters of your support agreement.
What is a CID?
A CID, or Contact ID number, is the number given to you by SUSE when you are entitled to support. This number is your unique identifier within our support center database and allows you access to SUSE support on the internet and/or via the telephone. All of your accounts, agreements and entitlements with SUSE support should be tied to this one CID number.
Can I use someone else's CID to register a service request?
No. CIDs are to be used only by the person to whom they are assigned.
How do I add Contact IDs?
To learn how to add extra Contact IDs please visit our SUSE Technical Support Handbook, under the section Using Customer Center to access Technical Support | Add to or Update Authorized Contacts.
How can I get a faster response time or higher level of service?
SUSE offers three subscription levels with tiered levels of response and access, as well as add-on programs such as Premium Service, which offers higher levels of service and expedited response times. SUSE also has programs to extend the amount of time (lifecycle) you receive support on a product, and programs to support other platforms, such as Red Hat. Learn more on our Support Offerings page.
Does SUSE offer any immediate, direct phone access to support representatives after opening (not raising) a service request?
Immediate direct phone access is an option for Severity 1 issues. Read more in the SUSE Technical Support Handbook to section “Open a Service Request”, specifically the sub-section “Severity 1: Open a Service Request by telephone.
FAQs About the Service Request Process
What happens to my service request once a defect is logged?
Defects that meet the initial requirements for a fix will be scheduled for an upcoming field test file (FTF), patch, or release. Your engineer will set the expectation on the release date and may choose to close the Service Request depending on the severity of the issue and the schedule date for the fix release. Defects that do not meet the initial requirement for a fix will be logged and considered for a future release and the Service Request will be closed. A Service Request with an associated defect can be reactivated at any time to check the status of the defect.
What is SUSE CHAT?
SUSE offers the ability for customers to choose chat as method of receiving support. This method provides the ability for Technical Support Engineers to chat, diagnose, and establish remote control all through a single tool and session. Learn more.
Can you tell me approximately how long I'll have to wait for an initial response?
Your response time will vary depending on your entitled support level and the severity of the issue. Learn more about Target Response Times| Support Delivery Information | Hours of Coverage and Target Response Times
What if the support engineer doesn't resolve my problem? Am I still charged for the support?
If you spent time working with a support engineer, you will be charged for a Service Request. If you never communicated with a support engineer, your Service Request will be canceled and you will not be charged.
Under what circumstances and time frame can I re-activate my service request?
SUSE's policy is to allow customers to re-activate their Service Request within two weeks after closure date, providing the same original issue still occurs. Beyond two weeks, the customer must open a new Service Request referencing the old one. SUSE can then determine whether or not to charge for the new Service Request. The Customer Service Representative will coordinate with the support engineer and support management to make this determination.
What if I am not satisfied with the way my service request is handled?
Please call the support center to register any complaints or concerns regarding your Service Request (Open a Service Request | Americas” section). To send a written complaint, please visit the SUSE Technical Services Feedback page. Your feedback will be routed to the appropriate manager.
How can I provide feedback about my support experience?
You may provide feedback at any time. The feedback provided at this link is monitored by our customer service representatives and passed to the appropriate managers for consideration and resolution. Additionally, unless you choose to opt out, a short survey will be sent to your e-mail address each time a Service Request is closed. SUSE uses this information to improve our products and support services.
How do I request to escalate my service request?
Many things can happen during the course of troubleshooting technical problems that may necessitate escalating your SUSE Service Request (SR). SUSE may initiate such an escalation on its own. To request an SR escalation yourself, you may use any of the following methods:
- Contact the assigned Technical Support Engineer (TSE) to ask him/her to escalate the Service Request.
- Initiate a chat with a Customer Service Representative (CSR) to request an escalation.
- Call the SUSE Support Center to ask the CSR for a manager to request escalation. (“Open a Service Request | Americas” section.)
When you request the escalation, specify what you would like to see happen. Escalating a Service Request may mean raising its severity level, reassigning it to another engineer, involving second level resources, or speaking with a manager.
SUSE is committed to resolving problems quickly. By using this process to communicate clearly what you need from us, we can do a better job of helping you be successful with SUSE technology.
If you have any concerns or feedback during your interaction with our support team, please feel free to contact us.
FAQs about SUSE CHAT
The downloadable client is about 900 KB.
Which ports need to be open in order for Bomgar CHAT to work?
Will I be able to chat to the same support engineer if I need to initiate a further chat session?
If the engineer is still assigned to the Service Request and is available for chat, then yes, his/her name will be visible in the customer center Service Request chat page. Either the same engineer or a new representative can be engaged in a chat session. If the engineer is not available for chat, his/her name will be displayed as unavailable. At that point, the customer has the option to work with the next available engineer, or to send an e-mail/leave a voicemail message with the assigned engineer requesting to be contacted.