The Novell Extended Support service request package allows customers to receive technical support for a product that has moved out of General Support to the Extended Support product support lifecycle phase. Extended Support is intended to be an interim solution for customers who intend to move to the most current version of a Novell product, but need additional time to make the transition.
Pre-Requisite to Purchase
In order to purchase an Extended Support service request package, you must be current on your maintenance coverage for the replacement product. The following is an example:
ABC Company has been running Product X version 5 and Novell releases Product X version 6. Product X version 5 moves to Extended Support on Jan 1, 2014, but ABC Company is not planning to upgrade to Product X version 6 until July, 2014. As long as ABC Company is current on Product X maintenance, they may purchase an Extended Support service request package for Product X version 5.
Novell Extended Support service request package includes:
- 5 Service Requests
- 12x5 access
- 24x7 Service Requests are available for GroupWise 8 and NetWare 6.5 only
This service request package is valid for one year, until the service requests are all used, or until the end of the Extended Support phase for that product, whichever comes first.
During the Extended Support lifecycle phase, Novell will continue to make available critical security updates for maintenance customers who have purchased Extended Support. Non-security-related software patches and fixes may be provided if Novell deems appropriate and strategic. Additional software patches and fixes may also be available on a fee-basis. During the Extended Support phase, Novell will not accept requests for warranty support, design changes, new or enhanced product features.
As a product moves through its lifecycle, customers should expect Novell to be significantly more discriminating when evaluating software defects and enhancement requests.
For pricing and ordering information, please contact your Novell Reseller, or Novell Sales representative