LTSS Support process for PAYG Customers in the Public Cloud

This document (000021567) is provided subject to the disclaimer at the end of this document.

Environment

SLES 12 SP5 on Public Cloud

Situation

General Support for SLES 12 SP5 ends on 31st Oct 2024.
This document describes the LTSS support process for SLES 12 SP5 on Public Cloud after that date.

Resolution

Introduction

With the approaching end of the general support phase for SLES12 SP5 on the Public Cloud (31st Oct 2024), Pay-As-You-Go (PAYG) customers on AWS, Azure and GCP will have the opportunity to purchase LTSS from SUSE to extend the life-cycle of their PAYG SLES and SLES for SAP Instances for up to 3 years.

This document will set out the support processes.

For more information on how LTSS Subscriptions can be purchased to support customer workloads on the cloud, please contact cloudsales@suse.com.

To learn how to add the LTSS repositories once an LTSS subscription has been purchased, take a look at the following TID:
https://www.suse.com/support/kb/doc/?id=000018004

Support Process

AWS, Azure and GCP have agreed to continue to provide L1 and L2 support as they do today for customers with PAYG SLES and SLES for SAP workloads that are now in the LTSS support phase.

To take advantage of this, customers must:

be running PAYG versions of SLES or SLES for SAP for the instances they are seeking support
have purchased LTSS subscriptions to cover these instances & SUSE Landscape from SUSE

Customer’s should follow their existing processes to raise a support incident with the cloud provider and should not try to log a call directly with SUSE for PAYG SLES & SLES for SAP instances.

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.