Technical support handbook

The consulting team can assist with system and network design, optimization, custom scripts, configuration. Training SUSE offers a comprehensive portfolio of courses and certification paths. The solution is in production or is mission critical to your business. It is inoperable and the situation is resulting in a total disruption of work. There is no workaround available. Defined as an incident where core software functionalities can continue to operate in a restricted fashion, although long-term productivity may be impacted.

If a Severity 2 issue has an identified and implemented workaround it will be reclassified as a Severity 3 issue. Defined as an incident that causes partial, non-critical loss of software functionality. It may also be a software defect bug or impact when performing certain actions and there is no known workaround.

There is no loss of service. Defined as: 1 a request for information or query, 2 feature requests for the software, or 3 software defect and workaround that has medium or low functionality impact. For further information on LTSS please check here. A single support case will only handle one issue from the above list. When the initial issue is resolved, it may be required to open additional cases to resolve further issues. If the case, contact fails to engage with their support engineer on Severity 1 cases the engineer will reduce the severity of the case.

For SUSE support engineers to more effectively manage your request it is important that you provide some basic information contained in the following questionnaire:. Please adhere to our Severity definitions.

If a customer determines a case was closed prematurely or if further assistance is needed, on a different issue, additional support cases can be opened. Please reference old case numbers if there is a correlation. Escalations are based on severity and not on urgency as per our severity definition. Support does not provide support for these scenarios. What are Level 3 L3 subscriptions?

How are they different from regular subscriptions? Level 3 subscriptions are subscriptions where L1 and L2 support is provided by your hardware vendor or partner where you purchased these subscriptions. The vendor, upon their discretion, may choose to escalate an issue to SUSE.

L3 subscriptions provide access to content in SCC such as downloads and updates but do not offer access to support. We guarantee support in English unless otherwise agreed within a contract. English is required as it helps avoid language barrier differences if transitioning cases between global teams or dealing with defects that involve engineering and ensuring a smooth collaboration with product specialists.

This is self-help and user-retrieved information whereby the customer can review our documentation , on-line knowledge base , our best practices guides, FAQ's and analyze and upload our SupportConfig log collectors. Problem determination by diagnosing configuration. Break-fix installation assistance, usage support, ongoing maintenance and troubleshooting. Customer needs to be current on Maintenance in order to be entitled for support.

Problem isolation and problem duplication, isolate a problem area and provide resolution for problems not resolved by Level 1 Support. Resolution may include reasonable workarounds. Problem resolution at a code level. Resolution means closure of the issue defined in the incident and may include configuration changes, implementation of a workaround, or providing a software patch. Resolution is not possible in all circumstances.

If you have an additional question about support, view the Frequently Asked Questions to see if we have an answer. IT Modernization. SAP Solutions. AI and Analytics. Hybrid Cloud Solutions. Nonstop IT. Exit Federal Government. Partner Program. Find a Partner. Become a Partner. Open Source Projects. SUSE Italia. SUSE Israel. An automated response with a unique incident request number will be immediately emailed to you for your reference. When submitting a Support request, please refer to the severity classification table below.

Blancco will work with you to make a reasonable and conclusive determination of the severity level of the issue, and respond in accordance. Contact request methods are recommended. Production server or other mission critical system s are down and no workaround is immediately available. Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

Partial, non-critical loss of functionality of the software. Impaired operations of some components, but allows the user to continue using the software. When submitting a Support request, please refer to the priority classification table below. This field is maintained by the customer or partner, and gauges the overall impact to the environment.

As part of the problem reporting process, and for expedient resolution, we request you to provide as much environmental, issue, and scenario detail as possible. In addition, you will also receive email notifications when an event occurs with your open tickets comments from Support, status changes, etc. You can also directly reply to the email notification, which will keep the ticket communication going. Contact the regional support center as appropriate.

In order to best assist our customers in gaining further traction on documented support issues, outside of standard incident processing workflow, we have put together the following as a guide. To assist when escalating is appropriate, the following is a list of items to check before doing so:.

Resolution times vary based on the complexity of the incident and environment. If your incident needs additional attention, you are encouraged to follow the escalation path below to ensure your incident is getting the appropriate focus and attention. Technical Support will use internal system workflow processes and alerting mechanisms to be sure all incidents are receiving the appropriate level of response.

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