Policies when working with Support

Policies and best practices you should consider when working with support:

Support operates in a break-fix model that excludes tasks listed in section "What is not supported".
User management, support subscriptions, support cases and other account specific information is tracked through the SUSE Customer Center (SCC) portal.
When contacting support for assistance it may be requested to update a system to the latest generally available patch level:
See this KB Article for further information on this topic.

For Systems where support is requested under Long Term Service-Request Support (-LTSS) agreements, it is expected that the servers are updated to latest LTSS maintenance patches. For further information on LTSS please check here

Support Handbook

Types of Support

Scope of Support

Severity Types

Working With Support

Additional Services

Support Policies