The following scenarios are NOT supported as part of a subscription. However, SUSE Global Services has a team ready to assist you and get you from where you are, to where you need to be.
System and network design
New configuration, installation & optimization (work requiring consulting and/or training services)
Questions about design or architecture
Third-party software/drivers and uncertified hardware/hypervisors- we request customers to engage with respective vendors
Limited commercial support for packages from the SUSE Package Hub. For further information please see here
Limited support for situations with tainted kernels. Please see details here
Products that are outside of the general life cycle support (EOL)
Customers may continue to use these products through the subscription term; but SUSE will not provide technical support should any issues / queries arise.
When the subscription expires, customers will need to migrate to a new solution.
Information pertaining to the Product Support Lifecycle can be accessed here
Systems that are not properly patched
Support might be limited in cases where systems have installed packages from different SUSE products, product versions or service packs. Complete support is guaranteed only for the program version that comes bundled with the corresponding product or version
Consulting, Training, Scheduled stand-by and on-call support. These are paid services. Information pertaining to these SUSE Premium Support Services can be accessed here
SUSE Support will not comment on the output of vulnerability scans, audits etc. by third party software.
Before inquiring about information regarding a specific vulnerability, please check the available resources via the following links:
SUSE recommends for Customers interested in information about a specific vulnerability that possibly affects their systems to please share the CVE of that vulnerability and the estimated impact.
Many 3rd party scanners only verify the software package version and will thus provide misleading information for SUSE software, which will contain security patches and backports of upstream changes but with a SUSE specific version.