Long Term Service Pack Support for SUSE Linux Enterprise Server
The challenge: Optimization vs. Cost and Risk
We know you must balance the need to apply maintenance against the risk and expense of changing elements of your critical systems, which is why our service packs are only released about every 12-18 months. Once a new service pack is released, Novell provides a standard 6 month window in which we provide the critical support you need for the previous service pack, while you plan for, test, and implement the new service pack release. However, some enterprise customers with large and complex environments may desire a longer transition time.
The Solution: Novell's Long Term Service Pack Support
Long Term Service Pack Support allows customers to maintain their current operating system version as long as possible, preserving the stability and security of their data centers, as they transition from one service pack version to the next.
Long Term Service Pack Support includes:
- Access to Novell's award winning support organization for unlimited call center support
- Hours and response times are determined by the level of your subscription
- Priority subscriptions provide 24x7 coverage with 1 hour response for critical issues; Standard subscriptions offer 12x5 coverage with a 4 hour response time on critical issues
- Fixes for critical security issues
- Fixes for severity level 1 and 2 defects reported by customers participating in the program
Long Term Service Pack Support is currently offered for SUSE Linux Enterprise Server 9 SP3 and SUSE Linux Enterprise Server 10 SP1. It does not include any software enhancement requests or hardware enablement.
More Information
If you are interested in Long Term Service Pack Support, contact your Novell Sales representative.