SUSE Premium Support Services

Form trusted business relationships. Optimize your infrastructure and drive innovation by leveraging new technologies and incorporating new processes to meet changing business needs.

Why Premium Support Services

Extend and expand your SUSE subscriptions by gaining direct access to a named trusted expert who knows you and your specific environment. Keep up with the pace of change and demands of your business, while still taking care of everyday tasks.

Learn More

A Closer Look

Premium Support Services is the ideal optimization offering for those enterprises that want a direct relationship with named technical professionals. It is a fixed cost, 12-month support service offerings offering that provides “white glove” services support.

Your premium team will have an intimate knowledge of your infrastructure and a professional relationship with key members of your IT team. Having direct access to your team will give you unparalleled confidence in your software-defined infrastructure and application delivery solutions.

Working with your premium team lets you minimize downtime and maximize performance. Unparalleled reach into the SUSE product and engineering team helps you to:

Deliver faster time

to value with optimal implementation of your SUSE solutions.

Ensure business continuity

with proactive maintenance and monitoring of your specific systems, infrastructure and business needs.

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.

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:

Direct access to a named premium engineer

Your assigned engineer will know your team and your infrastructure to resolve issues and address changing IT needs to help you get the most out of your technology investment.

Direct access to a named service delivery manager

Your proactive business champion who will coordinate services personnel, facilitate fast resolution paths, and discuss technology trends.

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. .

 

Premium Bronze

Premium Silver

Premium Gold

Premium Platinum

Level of Expertise

Specialist

Specialist

Specialist

Specialist

Access to Named Engineer (hours per year) / Service Requests (number per year)

60 / 10

180 / 30

500 / 150

Exclusive / Unlimited

Methods of Access

Web, Chat, Phone, Direct

Web, Chat, Phone, Direct

Web, Chat, Phone, Direct

Web, Chat, Phone, Direct

After Hours Access to Premium Team After hours access is limited to mission critical, production down issues only.

Initial Response Times

60 mins

60 mins

30 mins

15 mins

Access to Service Delivery Manager

On-site Days On-site days refers to exclusive access to your Premium engineer either physically at your location or remotely through a web interface.

4/year

4/year

Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.

16

16

Service Reviews (per year)

1

2

4

12

Premium Bronze

Level of Expertise

Specialist

Access to Named Engineer (hours per year) / Service Requests (number per year)

60 / 10

Methods of Access

Web, Chat, Phone, Direct

After Hours Access to Premium Team After hours access is limited to mission critical, production down issues only.

Initial Response Times

60 min

Access to Service Delivery Manager

On-site Days On-site days refers to exclusive access to your Premium engineer either physically at your location or remotely through a web interface.

Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.

Service Reviews (per year)

1
Premium Silver

Level of Expertise

Specialist

Access to Named Engineer (hours per year) / Service Requests (number per year)

180 / 30

Methods of Access

Web, Chat, Phone, Direct

After Hours Access to Premium TeamAfter hours access is limited to mission critical, production down issues only.

Initial Response Times

60 min

Access to Service Delivery Manager

On-site Days On-site days refers to exclusive access to your Premium engineer either physically at your location or remotely through a web interface.

Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.

Service Reviews (per year)

2
Premium Gold

Level of Expertise

Specialist

Access to Named Engineer (hours per year) / Service Requests (number per year)

500 / 150

Methods of Access

Web, Chat, Phone, Direct

After Hours Access to Premium TeamAfter hours access is limited to mission critical, production down issues only.

Initial Response Times

30 mins

Access to Service Delivery Manager

On-site Days On-site days refers to exclusive access to your Premium engineer either physically at your location or remotely through a web interface.

4/year

Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.

16

Service Reviews (per year)

12
Premium Platinum

Level of Expertise

Specialist

Access to Named Engineer (hours per year) / Service Requests (number per year)

Exclusive / Unlimited

Methods of Access

Web, Chat, Phone, Direct

After Hours Access to Premium TeamAfter hours access is limited to mission critical, production down issues only.

Initial Response Times

15 mins

Access to Service Delivery Manager

On-site Days On-site days refers to exclusive access to your Premium engineer either physically at your location or remotely through a web interface.

4/year

Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.

16

Service Reviews (per year)

4

* A mission-critical issue is defined as a problem where the affected operation is in production and is mission-critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.

Find out how Premium Support Services can help your business!

Request a phone call or live chat with a SUSE specialist.

IT Transformation is Hard—We Can Help

Partner with SUSE experts to accelerate business modernization. Address skills gaps with flexible training. Enjoy white glove technical support services directly from a named professional. Experience dedication, responsiveness and choice. Experience SUSE Global Services.

SUSE 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.

Learn More

Blended Services

Disruptive technologies help you stay ahead of your competition but can require new skills and resources. Select Services blends consulting and premium support services to jumpstart your modernization efforts.

Learn More

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.

Learn More

Premium Support Services

Extend your SUSE support with direct, named access to a resource who know you, your team and your infrastructure. Keep up with the pace of change and customer expectations, while still taking care of every day business.

Learn More