Novell Premium Service is a tiered model of support offerings that allows you to select the level of support that makes the most sense for you and your business. Six levels give you a wide range to choose from. The first starts with general, baseline support for standard Novell product configurations. From there, services are added until, at the highest level, Premium Service gives you the most in-depth support available for highly customized solutions.
In today's business, your employees, partners, suppliers and customers all require fast, personalized access to your business resources. When your business systems are down, your employees are idle, your customers can't complete transactions or get the service they need, and your partners' interactions with your business are interrupted. Novell recognizes the demands placed on your business and understands that high-availability business resources are directly linked to your company's success. Novell Premium Service is offered to ensure a smoother, more efficient business operation that helps you continue to maintain and develop profitable relationships with those that matter to your business.
Many organizations wish a personalized and consistent relationship with a support engineer. For those organizations, Novell has the answer: Primary Support Engineers (PSEs). A PSE is a semi-dedicated resource that is assigned to only a few accounts, handling all customer support calls within his or her area of expertise and coordinates incidents opened with other members of the Premium team. Think of it as having a Novell expert on staff - someone right there when you need them.Product Highlights
- Priority access to expert resources, 24x7x365
- Fast and predictable response times
- Dedicated resources for personalized support
- Relationship management
- Access to industry-leading support tools