FAQ (Frequently Asked Questions)
- What is Upgrade Protection or Maintenance?
- Why doesn't Novell just ship me the upgrade?
- How do I request the delivery of physical media for an upgrade?
- How long does it take to download a product?
- How can Download Managers help me download Novell products?
- How do I burn a file onto a CD?
- Where is my product? I can't find it.
- What is my contract number?
- Why is there more than one address?
- Where can I find training for the Customer Care Portal?
- How do I register my SUSE Linux Product?
- How do I activate Open Enterprise Server(OES)?
- How can I use an OES activation code for SLES 9 updates?
- I am still experiencing problems, how can I contact Novell?
What is Upgrade Protection or Maintenance?
Novell License Programs Upgrade Protection and Maintenance provide "software insurance," the ability to stay current via the right to use future revisions of the products for which you have purchased Upgrade Protection or Maintenance. These great benefits lower the cost of software ownership by eliminating unexpected upgrade costs and helping you more easily budget and plan for software procurement expenses. Upgrade Protection and Maintenance cost less than upgrade licenses, so you can easily and inexpensively stay current. Additional information about these purchasing options is available by selecting the following links:
Why doesn't Novell just ship me my upgrade?
In an effort to serve you better, upgrade products on this Customer Care website are now available for immediate download. This process enables you to receive software upgrades and updates quickly and easily.
How can I request the physical media for an upgrade?
How long does it take to download a product?
Please see Estimated Download Times.
How can Download Managers help me download Novell products?
Download Managers are third party tools that provide robust file downloading by resuming and/or scheduling interrupted downloads. Below is a list of third party tools that are available to improve file download reliability.
You can find many of the popular download managers on http://www.download.com/
| Download Managers | Scheduling | Restarts | Resumes | Browser | URL |
|---|---|---|---|---|---|
| Download Wonder | No | Yes | Yes | MSIE, Netscape | http://www.forty.com/ |
| GetRight | Yes | Yes | Yes | MSIE, Netscape | http://www.headlightsw.com/ |
| Go!Zilla | Yes | Yes | Yes | MSIE, Netscape | http://www.gozilla.com/ |
| Netscape SmartDownload | No | Yes | Yes | Netscape | http://my.netscape.com/ Go to "Download" section. |
Functionality Description
Scheduling- You can obtain the link but download at a later time.
Restarts- If your download connection breaks, the download can be restarted automatically.
Resumes- If you restart, this feature enables you to avoid having to re-download everything that you previously downloaded prior to the connection loss.
Browser- Indicates which major browser is supported.
How do I burn a file onto a CD?
Please see Download Help.
Where is my product? I can't find it.
If you are not able to see the product you are looking for in the list of available upgrades, it could be due to at least one or more of the following reasons:
- Your upgrade protection has expired. Solution: renew your upgrade protection/maintenance.
- No upgrade protection or maintenance was purchased. Solution: purchase the latest version of the product along with upgrade protection so as to be ready for the next release.
- You have multiple contract numbers and the upgrade protection or maintenance that you purchased is under a different contract. Solution: Try logging in under your different contract number.
- You own the latest version of upgrade protection for a product but no upgrade is available at this time. Solution: wait until the next release of the product.
What is my contract number?
This is the unique number assigned to your company by Novell upon execution of your agreement or contract. All contract numbers are now six digits (see example). For VLA and CLA customers, you can find your contract number on your upgrade protection certificate. All other customer types should be able to contract numbers in contract documentation or in correspondence that may have occurred with Novell Contract Management.
If you are still experiencing difficulty in finding your contract number, please fill out fill out the Customer Care form.
Why is there more than one address?
Your order history is recorded by each address used by your company. If you have moved or used different addresses to place orders, your upgrade protection or maintenance may be associated with more than one address. Once you select an address you may select additional addresses (simply click the back button on your browser on the download page) under your company to view all of your upgrade products.
Where can I find training for the Customer Care Portal?
Please see the Customer Care Portal Training presentation.
How do I register my SUSE Linux Product?
Please see the SUSE Linux Portal Quick-Start Guide.
How do I activate Open Enterprise Server(OES)?
Please see the Open Enterprise Server: Upgrades Quick Start License Guide if you are upgrading to OES.
If you are looking for instruction for a new installation, please see the Open Enterprise Server: Activation Quick Start Guide.
How can I use a OES activation code for SLES 9 updates?
Please see the Open Enterprise Server: SUSE Linux Enterprise Server 9 OES Activation Code Usage guide for details.
I am still experiencing problems, how can I contact Novell?
To contact Novell, please go to the Customer Care form and enter a detailed description of the issue you are experiencing.
If you are located in North America, Latin America, or in Asia and the Pacific Rim, you may also contact the Customer Response Center by:
Phone: 1-800-529-3400 (6am - 6pm MST)
Live WebChat
(Client requirements) (Mon. - Fri. 6:00 am - 6:00 pm MST )