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It's never easy to stay up to date with the latest technology, and with ever-changing advances, it often seems next to impossible. You need to prevent security breaches, implement new functionality and maintain a stable environment. Our Premium Service options supplement your current support to help you get the most from your IT investment. These á-la-carte services will help lighten your IT staff's workload, allowing it to focus on what's important to you—growing your business. And since every organization has different needs, you can tailor our service to meet the unique requirements of your business.

Choose one or more of our Premium Service offerings to help you lower costs, manage complexity and mitigate risk:

If you are a Master License Agreement (MLA) customer, you may already have access to many Premium Service benefits. Learn more.

Premium Service Engineer

A Primary Support Engineer (PSE) solves problems and helps you proactively maintain your business systems. The skills and resources to support these complex systems are hard to find, especially if you've tailored your solutions to specifically fit your business. We have the answer. With a Premium Service Engineer, you have direct access to a named and highly experienced expert who will:

  • Understand your technical environment and get to know your in-house team by working closely with them
  • Be proactive to help you get more from your investment
  • Help your team address changing needs and avoid technical problems
  • Respond quickly to design appropriate solutions to fix even the toughest issues
  • Help you avoid downtime, minimizing costs and business disruption

Choose the level of support you need:

Assigned Support Engineer

An Assigned Support Engineer (ASE) provides the first level of personalized support, managing issues from recognition to resolution. Assigned Support Engineers are available over the phone during business hours.

Primary Support Engineer

A Primary Support Engineer (PSE) solves problems and provides proactive maintenance on your business systems. Because they are assigned to only a few accounts, these engineers can give you more of their time and develop a more personalized technical support relationship with your business. A Primary Support Engineer will visit you on-site periodically during the year and, with the purchase of Priority Maintenance, are available 24x7 by phone for emergency situations. Our PSEs are located in major cities and near our field offices, allowing them to have a closer relationship with their customers while maintaining a tight link to our support infrastructure.

Dedicated Support Engineer

A Dedicated Support Engineer (DSE) serves and supports your business as the primary focus of their activities. They solve problems, perform proactive maintenance, work closely with our resources to resolve issues and work onsite at your business. There is no stronger support relationship available than that of the DSE.

Benefit ASE PSE DSE
Dedication Level Assigned Contact (Up to 30 Service Requests) Semi-dedicated Contact Fully Dedicated Contact
Onsite Optional Up to four days per year Up to four days per week
Response 1 hour 30 minutes 15 minutes
Hours of Access 12x5 24x7 24x7*
Account Management Included Included Included
Health Check Optional 1 2
Service Summary Reports N/A Quarterly Fully Dedicated Contact

*Hours of access are determined by the customer's subscription level—24x7 access is available for Priority customers, while Standard customers receive 12x5 access. Although ASEs are only available 12x5, if their customer has a Priority subscription, the customer may contact the Support Center 24x7 to work an issue with another engineer, and then escalate that issue to the ASE during business hours.

Premium Service Engineer

Getting the most from today's customized, open, multi-vendor environments is a real challenge. The skills and resources to support these complex systems are hard to find, especially if you've tailored your solutions to specifically fit your business. We have the answer. With a Premium Service Engineer, you have direct access to a named and highly experienced expert who will:

  • Understand your technical environment and get to know your in-house team by working closely with them
  • Be proactive to help you get more from your investment
  • Help your team address changing needs and avoid technical problems
  • Respond quickly to design appropriate solutions to fix even the toughest issues
  • Help you avoid downtime, minimizing costs and business disruption

Americas

United States, Canada, Latin America

Annual Support Assigned Support Engineer Primary Support Engineer Dedicated Support Engineer
Dedication Level Assigned Contact Up to 30 service requests Semi-dedicated Contact Fully Dedicated Conta
Onsite Days Optional ($) Up to four days per year Up to four days per week
Response Time 1 hour 30 minutes 15 minutes
Hours of Access 12x5 ASE (Support Center: Matches Maintenance) Priority Maintenance: 24x7 Standard Maintenance 12x5 Priority Maintenance: 24x7 Standard Maintenance 12x5
Additional Support Contacts No limit No limit
Health Checks Optional ($) 1 2
Service Summary Reports N/A Quarterly Quarterly
Service Account Management Yes Yes Yes

Project Support Project ASE Project PSE
Dedication Level Assigned Contact
1 introductory call, 8 service requests
Semi-dedicated Contact
Hours of Access 12x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Onsite Days Optional ($) 3
Response Time 1 hour 30 minutes
Account Management Yes Yes

EMEA

Europe, Middle East, Africa

Annual Support Assigned Support Engineer Primary Support Engineer Dedicated Support Engineer
Dedication Level Assigned Contact
Up to 30 service requests
Semi-dedicated Contact Fully Dedicated Contact
Onsite Days Optional (€) Up to four days per year Up to four days per week
Response Time 1 hour 30 minutes 15 minutes
Hours of Access 8x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Priority Maintenance: 24x7
Standard Maintenance 12x5
Additional Support Contacts No limit No limit No limit
Health Checks Optional (€) 1 2
Service Summary Reports N/A Quarterly Quarterly
Service Account Management Yes Yes Yes

Project Support Project ASE Project PSE
Dedication Level Assigned Contact
1 introductory call, 8 service requests
Semi-dedicated Contact
Hours of Access 8x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Onsite Days Optional (€) 3
Response Time 1 hour 30 minutes
Account Management Yes Yes

Asia Pacific

Asia Pacific

Annual Support Assigned Support Engineer Primary Support Engineer Dedicated Support Engineer
Dedication Level Assigned Contact
Up to 200 hours
Semi-dedicated Contact Fully Dedicated Contact
Onsite Days Optional ($) Up to four days per year Up to four days per week
Response Time 1 hour 30 minutes 15 minutes
Hours of Access 12x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Priority Maintenance: 24x7
Standard Maintenance 12x5
Additional Support Contacts No limit No limit No limit
Health Checks Optional ($) 1 2
Service Summary Reports N/A Quarterly Quarterly
Service Account Management Escalation Management Yes Yes

Project Support Project ASE Project PSE
Dedication Level Assigned Contact
1 introductory call, 8 service requests
Semi-dedicated Contact
Hours of Access 12x5 ASE
(Support Center: Matches Maintenance)
Priority Maintenance: 24x7
Standard Maintenance 12x5
Onsite Days Optional ($) 3
Response Time 1 hour 30 minutes
Account Management Yes Yes

Project Support

Access the services of an Assigned or Primary Support Engineer on a quarterly basis to address the shorter-term needs of technology transformation projects. These resources focus on helping you make the transition from implementation to production, so benefits vary slightly from the same resource purchased on an annual basis. Learn more

Service Account Manager

Personalized account management has proven to be tremendously valuable to our customers. Your Service Account Manager (SAM) develops a close working relationship with your business to gain an in-depth knowledge of your technical support needs. A Service Account Managers acts as your advocate, coordinates the efforts of support personnel on behalf of your business and will facilitate the shortest possible resolution times for your critical issues.

Whenever you feel the need to escalate an issue, your SAM is your point of contact and will ensure your concern is quickly resolved to your satisfaction—while keeping the wheels of progress moving so you can get your systems back on track and your end users back to work as quickly as possible.

Not only will your SAM react quickly in times of need, he or she can also proactively assist you as you plan for future technology projects, identify training needs and more. Your SAM will host regularly scheduled meetings or conference calls to review your support history. During these service reviews, you'll be able to discuss support challenges, which your SAM will then help resolve. Based on your history and feedback, your SAM will make observations or recommendations for training opportunities, process improvements, health checks, on-site visits and other activities that will improve your business.

Advantage Service Requests

For serious or complicated issues, you may need a higher level of service from a senior support engineer. Advantage Service Requests allow you to get fast access to an expert for a specific number of your most critical issues. A team of senior support engineers are staffed to respond to your support issues in an hour or less during local business hours. You choose when to use your normal support channels and when to use your Advantage Service Requests, ensuring that extra assurance is ready when your business needs it.

On–Site Support

When the unexpected occurs, we can send an expert to help you bring your systems back online. On-Site Support delivers highly skilled and focused resources when you need them, without the cost of hiring or training staff. Our On-Site Support engineer works alongside your team during and directly following planned system changes. If your environment is complex, you may choose to purchase time with multiple engineers, each with a different area of expertise. In addition, all On-Site Support engineers have access to the expertise of our entire technical support organization and the latest product and troubleshooting information.

Your staff members will also learn best practices from our On–Site Support engineers, enabling them to quickly and efficiently solve future problems. You will be able to lower IT costs and heighten productivity throughout the department because staff will reduce downtime and spend more time focused on strategic initiatives, ensuring you maintain a distinct advantage over your competitors.

Scheduled Standby

Undertaking system maintenance or implementing a new solution—making any system change at all, can be a high–risk operation. And even though these tasks are necessary, they are not your top priority. This work cannot interrupt the processes that drive your business. With Scheduled Standby, you can arrange for an experienced technical support engineer to be available at a specific time and date, outside of business hours, to be available while you perform system repairs, updates or maintenance.

With our Scheduled Standby service, you can receive access to one or more technical support experts for anywhere from a few hours to all day, every day.

The engineer with the skills and expertise best suited to implementing your solution will be available at precisely the right time. When you schedule a time for support, your Scheduled Standby expert will be on alert two hours before your implementation, ready to discuss your planned changes. During this time, the support engineer becomes familiar with your system and offers advice on preparing for and implementing the system changes. Time spent with you before you make your changes will also prepare the support engineer to optimize assistance during the actual standby period, helping you prevent surprises and reduce time and costs.

Scheduled Standby comes with a 15-minute guarantee: At any time during your maintenance upgrade, you can directly contact your Scheduled Standby engineer and you will get the expert response you need within the allotted time. You'll make system changes with ease, and by the start of the next business day, have your systems up and running at optimal performance levels.

Health Check

With tightening IT budgets, it's difficult to know how to get the most from your IT infrastructure. And with high infrastructure costs and expensive licensing fees, it is often more cost effective to optimize your existing systems than to redesign or replace them. We can help. Our customers can take advantage of a Health Check, a formal review and analysis program. One or more highly experienced technical support engineers will perform the Health Check by conducting an in-depth review at your site. The team will analyze your environment in great detail. The Health Check aims to evaluate and optimize your entire system. If you have concerns about certain areas, the Health Check team will assess them in particular depth.

After this analysis, the team will prepare a comprehensive report for you that offers detailed technical recommendations specific to your environment and business issues. The Health Check team designs its recommendations to help you improve your network manageability, which leads to enhanced performance. The report will also include recommendations for enhancements, upgrades and new directions for your configuration. If you choose to transform your environment, we can work with you at every step. Our talented support engineers help smooth the way by eliminating implementation glitches and getting intimately acquainted with your systems and business. And after your solution is in place, you can continue to rely on us. We combine our unique knowledge of your business with a wide range of Premium Service options, from phone support to dedicated on-site resources.

Novell Premium Service

Whether you run a small business or manage operations for a large international corporation, we have the service and support offerings you need to help your business reach full productivity. Our Premium Service offerings cover a wide range of customer and business needs. And with our customization options and innovative tools, you know you'll have the right resources to keep your mission-critical systems running smoothly.

Want to purchase a Premium Service Engineer agreement? Call us today.
1-800-714-3400 U.S./Canada
1-801-861-1349 Worldwide

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