Some of you might have seen some messages about the changes Novell made for the support programs. Probably the biggest change is the fact that for VLA customers we do not have Upgrade Protection and Maintenance separated anymore but now offer a combined package with version upgrades, technical support and even on-line training included.
The new offerings are Standard Maintenance and Priority Maintenance, Standard offers 12 x 5 support while Priority maintenance offers 24 x 7. Both Standard and Priority Maintenance will come with unlimited product-specific support. A customer with Maintenance on ZENworks won’t be allowed to log incidents for some NetWare or GroupWise issues if he doesn’t have maintenance on these products, but there won’t be a limit on the amount of calls he can raise with Novell like we had in the past.
For more info about the new support offerings, have a look at the Support Options.