Why Premium Support Services
Build a trusted partnership with a dedicated SUSE expert who understands your systems, goals, and business challenges. SUSE Premium Support delivers proactive guidance to optimize infrastructure, accelerate innovation, and confidently adopt new technologies.
Gold and Platinum customers can access Premium Support Proactive Services for continuous operational optimization and architectural assurance.
01
Deliver faster time
to value with optimal implementation of your SUSE solutions.
02
Ensure business continuity
Enhanced issue resolution from SUSE resources who know your SUSE environment.
03
Meet changing business demands while reducing costs
with flexible and cost-effective support services offerings that provide exactly the
level of support your business needs.
What SUSE Premium Support Services Includes
Choose the tier that meets your requirements
|
|
Priority Support |
Premium Bronze |
Premium Silver |
Premium Gold |
Premium Platinum |
|---|---|---|---|---|---|
|
Level of Expertise |
Generalist |
Specialist |
Specialist |
Specialist |
Specialist |
|
Service Requests per year |
10 |
30 |
150 |
Unlimited |
|
|
Hours of Named Engineer Access per Year |
60 |
180 |
500 |
Exclusive |
|
|
Methods of Access |
Web, Chat, Phone |
Web, Chat, Phone, Direct |
Web, Chat, Phone, Direct |
Web, Chat, Phone, Direct |
Web, Chat, Phone, Direct |
|
After Hours Access to Premium Team |
Yes |
Yes |
|||
|
Target Response Times: Sev1* |
From 60 mins to Next Business Day |
60 mins |
60 mins |
30 mins |
15 mins |
|
Access to Service Delivery Manager |
Yes |
Yes |
Yes |
Yes |
|
|
On-site Days |
4/years |
Up to 8 days |
|||
|
Scheduled Standby Hours** |
16 |
16 |
|||
|
Service Reviews (per year) |
1 |
2 |
4 |
12 |
* Target response times for Sev2 - Sev4 are outlined in onboarding with Premium Service Delivery Manager
** Scheduled Standy is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks
Benefits
Premium Support Services provides proactive maintenance providing support services for business-critical production environments. The premium services team is backed by SUSE technical support, product management, and engineering.
Key benefits include:
Dedicated Premium Support Access
Get personalized support from a named Premium Engineer and Service Delivery Manager who understand your infrastructure, coordinate issue resolution, and help maximize your technology investment.
Proactive Services
For Gold and Platinum customers, an integrated strategic partnership that drives business outcomes through four pillars: Workshops, System & Product Assessments, Proactive Standby Support, and Enhanced Technical Liaison services.
After hours support
The combination of Priority Support and Premium Support Services gives you after hours access to a premium team made up of Level 2 and Level 3 engineers
for mission critical, system down issues.
Response times tailored to your business
Rapid response times of as little as 15 minutes to keep your business running.
Onsite visits
On site (or remote) days provide one-one time with your engineer for collaboration opportunities for solution knowledge, best practices and technology trends.
Scheduled standby
Get rid of those “go-live jitters” with scheduled standby by having access to your premium team when you “flip the switch.
IT Transformation is Hard—We Can Help
Consulting
Your modernization journey is as unique as your business. We work with you and your team to identify starting points, design solutions, implement best practices, and optimize for continual success. 了解更多
Training Services
If skills are inhibiting your transformation, SUSE Training is your answer. Our comprehensive portfolio of courses and certification paths provide the training that fits your needs, your schedule, and your business. 了解更多