[{"nid":51990,"vid":66196,"status":true,"last-changed":"2023-11-20T10:32:53+00:00","title":"Support Handbook","uuid":"070140c8-6369-48ba-bc07-ca43f6742b49","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook","title":"Support User Guide","options":[]}]},{"nid":53614,"vid":94280,"status":true,"last-changed":"2025-10-31T07:00:05+00:00","title":"Types of Support","uuid":"84a0dfdf-28b8-4265-831c-7108aab5a76e","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/what-is-technical-support","title":"Types of Technical Support & What is Technical Support","options":[]},{"uri":"\/support\/handbook\/standard-entitlement","title":"Standard Entitlement","options":[]},{"uri":"\/support\/handbook\/priority-entitlement","title":"Priority Entitlement","options":[]},{"uri":"\/support\/handbook\/premium-support-services","title":"Premium Support","options":[]},{"uri":"\/support\/handbook\/sovereign-premium-support","title":"Sovereign Premium Support (EU)","options":[]},{"uri":"\/support\/handbook\/level-3-subscriptions","title":"Partner Support (Level 3 Subscription)","options":[]},{"uri":"\/support\/handbook\/support-business-hours","title":"Support Business Hours","options":[]}]},{"nid":53615,"vid":69241,"status":true,"last-changed":"2024-01-15T12:57:07+00:00","title":"Scope of Support","uuid":"074d534c-19b3-4047-b236-fbd01daf6a10","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/what-is-supported","title":"What is Supported","options":[]},{"uri":"\/support\/handbook\/what-is-not-supported","title":"What is Not Supported","options":[]},{"uri":"\/support\/rancher-prime\/","title":"Support and Maintenance for Rancher Prime","options":[]}]},{"nid":53616,"vid":69242,"status":true,"last-changed":"2023-10-02T09:41:13+00:00","title":"Severity Types","uuid":"2b148b85-1752-4546-a705-881ddd1f7b68","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/severity-types","title":"Severity Types","options":[]}]},{"nid":53617,"vid":69243,"status":true,"last-changed":"2023-10-02T09:44:23+00:00","title":"Working With Support","uuid":"35ca853b-3bfe-4af0-9fab-31d882c54ad7","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/how-to-effectively-work-with-support","title":"How to effectively work with support","options":[]},{"uri":"\/support\/handbook\/opening-a-support-case","title":"Opening a support case","options":[]},{"uri":"\/support\/handbook\/closing-a-support-case","title":"Closing a support case","options":[]},{"uri":"\/support\/handbook\/escalations","title":"Escalations","options":[]},{"uri":"\/support\/handbook\/support-contact-numbers","title":"Support contact numbers","options":[]},{"uri":"\/support\/handbook\/helpful-links","title":"Helpful links","options":[]}]},{"nid":53619,"vid":94287,"status":true,"last-changed":"2025-10-31T09:54:06+00:00","title":"Additional Services","uuid":"4d3539fc-fe22-40cc-aa12-ffe48d629418","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/additional-support-options","title":"Additional support options","options":[]},{"uri":"\/services\/premium\/","title":"Premium Support Services","options":[]},{"uri":"\/services\/sovereign-premium-support\/","title":"Sovereign Premium Support (EU)","options":[]},{"uri":"\/services\/","title":"Consulting Services","options":[]},{"uri":"\/training\/","title":"Training","options":[]}]},{"nid":53620,"vid":69246,"status":true,"last-changed":"2023-11-01T20:14:21+00:00","title":"Support Policies","uuid":"dd6e037b-313b-4ab4-a1a0-dfe43727fef0","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/support-self-help","title":"Support self-help","options":[]},{"uri":"\/support\/handbook\/language-support","title":"Language support","options":[]},{"uri":"\/support\/handbook\/support-level-definitions","title":"Support level definitions","options":[]},{"uri":"\/support\/handbook\/general-information","title":"General Information","options":[]}]}]

Partner Support (Level 3 Subscription)

What is a Partner Support / Level 3 (L3) Subscription? How are they different from regular subscriptions?

Partner Support / Level 3 Subscriptions represent a support model in which assistance is provided by your hardware vendor or, more specifically, by the partner from whom you purchased these subscriptions.
In the SUSE Customer Center (SCC) within your account, Level 3 Subscriptions can be identified as either "L3-Priority" or "L3-Standard". These Subscriptions grant you access to crucial content in the SCC, including downloads and updates, but they do not include direct access to SUSE Support.
In contrast to regular subscriptions, the unique aspect of Level 3 Subscriptions lies in the fact that the support is facilitated by the SUSE partner. Under the Level 3 Subscription model, it is the responsibility of the SUSE partner to provide support to you. The specific support process is outlined and documented in the partner agreement. Your partner takes over the role for offering Level 1 (L1) and Level 2 (L2) support directly to you.
In instances where issues require advanced technical expertise (e.g. for code/bugfix related problems), your partner can escalate to SUSE. This collaborative approach ensures seamless support coverage for your SUSE environment.