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Novell Only Linux Vendor to Earn Prestigious Support Certification

Joins 200 world class organizations certified under the Support Center Practices (SCP)

Certification Program

WALTHAM, Mass. | January 4, 2006

Novell announced today that its Global Support and Services organization has achieved certification under the prestigious Support Center Practices (SCP) Certification program. Novell joins the ranks of other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including Lockheed Martin Incorporated, McKesson Corporation, Rockwell Automation, Nokia, Sage Software, EMC and Xerox Corporation, among others. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and customer satisfaction, and it represents best practices in the industry. Novell achieved certification after an extensive audit of support capabilities. As a result, Novell® customers will get predictable, reliable support from Novell in keeping their IT infrastructure in top condition.

“By passing the rigorous requirements necessary to achieve SCP Certification, Novell has made it clear they are committed to delivering world-class support to their customers,” said Dennis Fukuyama, SCP Auditor. “During the SCP Certification audit, Novell demonstrated a clear commitment to customer satisfaction and continuous improvement.”

SCP Certification, the internationally recognized standard created by a consortium of leading technology companies and Service Strategies Corp., defines best practices for delivering world-class technology support. The program quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of approximately 100 business elements defined in the program. The program's requirements for high levels of customer satisfaction are measured through customer surveys administered by a third-party company. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.

“Novell is the only Linux distributor to have this level of global capability,” said Mike Lyons, vice president, Novell Global Support and Services. “The SCP Certification is independent confirmation of our superior ability to deliver support to all of our customers. This should put to rest any lingering doubts over whether customers can receive enterprise level support for Linux: they can from Novell.”

About Novell

Novell, Inc. (Nasdaq: NOVL) delivers Software for the Open Enterprise™. With more than 50,000 customers in 43 countries, Novell helps customers manage, simplify, secure and integrate their technology environments by leveraging best-of-breed, open standards-based software. With over 20 years of experience, more than 5,000 employees, 5,000 partners and support centers around the world, Novell helps customers gain control over their IT operating environment while reducing cost. More information about Novell can be found at

Novell is a registered trademark, and SUSE and Software for the Open Enterprise are trademarks of Novell, Inc. in the United States and other countries. Linux is a registered trademark of Linus Torvalds. All other third-party trademarks are the property of their respective owners.

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