Support for Technology Partners
Drive your business forward with confidence, knowing you can support even the largest enterprise customers. Through the Novell Technology Partner Support programs, you can tap into Novell's world-class support organization to provide the quality services that make customers select and return to you as their preferred technology vendor.
Support Packages
As a Novell Technology Partner, you can choose from several program levels to ensure you receive the support, account management and training benefits that best match your needs. We recommend you choose your Technology Partner Program by the level of dedication that makes the most sense for your business.
| PROGRAM BENEFITS | TPS for Appliance Vendors* | TPS 100 | TPS 250 | TPS 500 | TPS 1000 |
| Support Center | |||||
| 24x7 Access | x | x | x | x | x |
| Priority Response | x | x | x | x | x |
| Service Requests | 10 | 25 | 50 | Unlimited | Unlimited |
| Premium Service Engineer | |||||
| Type of Engineer | NA | NA | ASE | PSE | DSE |
| Dedication Level | NA | NA | Assigned Contact | Semi-Dedicated | Dedicated |
| Hours of Access | NA | NA | 12x5 | 24x7 | 24x7 |
| Response Time | NA | NA | 1 hour | 30 mins | 15 mins |
| Account Management | |||||
| Escalation Management | x | x | x | x | x |
| Service Account Manager | NA | x | x | x | x |
| Business Review | NA | Annually | Semi-Annually | Quarterly | Quarterly |
| Training, Events and Resources | |||||
| First Look On-demand Training | x | x | x | x | x |
| Custom Training Events | NA | NA | 1 week | 2 weeks | 2 weeks |
| BrainShare Passes | NA | 1 | 2 | 6 | 6 |
| Reduced-fee seminars and internships | x | x | x | x | x |
*Only available to partners participating in the SUSE Appliance Program
Contact Information
- Download the Technology Partner Support Flyer
- Call your local Novell Channel representative
- Call the Novell Customer Response Center at 888-321-4272 (toll-free) or 1-801-801-861-4272 (toll) and select the Technology Partner line
- E-mail partnernet@novell.com
Benefit Descriptions
Service Account Management
Service Account Management is one of the most valuable aspects of the Technology Support program. Your Service Account manager will develop a close working relationship, developing a knowledge of your business and support needs so they can help you strengthen your service organization. The principal activities of your SAM include communication coordination, escalation assistance, service activity reporting, service request and satisfaction reviews.
Premium Service Engineers
Premium Service Engineers, provided in the TPS 250, TPS 500 and TPS 1000 programs greatly elevate your support experience. A Premium Service Engineer provides a single point of contact for all your support queries, understands your technical environment, and responds to your problems quicker. Higher levels of dedication provide higher levels of personalized, responsive service.
| ASE | PSE | DSE | |
| Dedication Level | Assigned Contact | Semi-dedicated contact | Dedicated Contact |
| Response | 1 hour | 30 minutes | 15 minutes |
| Hours of Access | 12x5 | 24x7 | 24x7 |
Support Access
Rest assured, you have Novell's award winning support organization standing by to assist should technical issues arise. As a Technology Partner, you receive 24x7 access to Novell's global support centers. The number of service requests vary by program level as outlined in the benefits table above.
Custom Training
Based on a custom training assessment , we will build and provide customized training that meets the unique needs or your organization. Most training is provided in an Online live format, providing you the luxury of having a live instructor for your support personnel located around the world. They can train together without the associated travel costs. Online tools are used to view instructor demonstrations, send the instructor questions, chat with other participants and complete online labs.
BrainShare Passes
BrainShare is Novell's premier technology conference and provides the opportunity to receive hands-on training directly from product designers and experts.
Internships
Internships are a great way to improve your ability to troubleshoot and resolve Novell product issues. For up to one week, you will work in one of Novell's support centers, shadowing a back-line support engineer. During that time you will learn the Novell problem-resolution process, troubleshoot service requests, attend hands-on training and solve real-life problems in a lab environment. Internships are arranged upon request.