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This week, Novell Technical Services implemented new web support technology that gives customers real-time access to support engineers who can help resolve issues faster. Check out the cool new features now! Novell will be transitioning customers and partners to this service by May 1. Customers and partners can now register incidents online and choose their preferred method of response, including chat, email, or call back. If they choose “Chat”, they will access the features and benefits of the Novell Technical Services Online technology.

This new technology provides the following features:

• Real-time access to Novell support engineers who can help them resolve issues faster.
• Support engineers can connect to a customer's system for improved troubleshooting and easier walk-through directions.
• Customers can even share or grant full control of their desktop or server so that the support engineer can work directly on their problem, with little assistance required from the customer.

As part of this new implementation, we've also added new features to Novell Customer Center:

• Revised product and product subscription pages to give users quick access to activation codes, media downloads, patches, updates and much more.
• All products a customer has registered are now available in one view, making it easier to find upgrade and maintenance protection products.
• Updated navigation and order tracking to make finding purchase information is easier than ever.
• Complete integration of Customer Care Portal capabilities.

For more information about Novell Customer Center and how it can help your customers lower costs, minimize risk and manage complexity, visit www.novell.com/center.

We are in the final User Acceptance Testing process and expect the upgraded version of Novell's Knowledge base search engine to be validated with our customers at BrainShare and released shortly after BrainShare is over. For details on the new features and benefits, visit http://support.novell.com/search/about