SUSE Premium Support Services
Form trusted business relationships. Optimize your infrastructure and drive innovation by leveraging new technologies and incorporating new processes to meet changing business needs.
Why Premium Support Services
Extend and expand your SUSE subscriptions by gaining direct access to a named trusted expert who knows you and your specific environment. Keep up with the pace of change and demands of your business, while still taking care of everyday tasks.
A Closer Look
Premium Support Services is the ideal optimization offering for those enterprises that want a direct relationship with named technical professionals. It is a fixed cost, 12-month support service offerings offering that provides “white glove” services support.
Your premium team will have an intimate knowledge of your infrastructure and a professional relationship with key members of your IT team. Having direct access to your team will give you unparalleled confidence in your software-defined infrastructure and application delivery solutions.
Working with your premium team lets you minimize downtime and maximize performance. Unparalleled reach into the SUSE product and engineering team helps you to:
Deliver faster time
to value with optimal implementation of your SUSE solutions.
Ensure business continuity
Enhanced issue resolution from SUSE resources who know your SUSE environment.
Meet changing business demands while reducing costs
with flexible and cost-effective support services offerings that provide exactly the level of support your business needs.
Benefits
Premium Support Services provides proactive maintenance providing support services for business-critical production environments. The premium services team is backed by SUSE technical support, product management, and engineering.
Key benefits include:
Direct access to a named premium engineer
Your assigned engineer will know your team and your infrastructure to resolve issues and address changing IT needs to help you get the most out of your technology investment.
Direct access to a named service delivery manager
Your proactive business champion who will coordinate services personnel, facilitate fast resolution paths, and discuss technology trends.
After hours support
The combination of Priority Support and Premium Support Services gives you after hours access to a premium team made up of Level 2 and Level 3 engineers for mission critical, system down issues.
Response times tailored to your business
Rapid response times of as little as 15 minutes to keep your business running.
Onsite visits
On site (or remote) days provide one-one time with your engineer for collaboration opportunities for solution knowledge, best practices and technology trends.
Scheduled standby
Get rid of those “go-live jitters” with scheduled standby by having access to your premium team when you “flip the switch. .
Premium Bronze |
Premium Silver |
Premium Gold |
Premium Platinum |
|
Level of Expertise |
Specialist |
Specialist |
Specialist |
Specialist |
Access to Named Engineer (hours per year) / Service Requests (number per year) |
60 / 10 |
180 / 30 |
500 / 150 |
Exclusive / Unlimited |
Methods of Access |
Web, Chat, Phone, Direct |
Web, Chat, Phone, Direct |
Web, Chat, Phone, Direct |
Web, Chat, Phone, Direct |
After Hours Access to Premium Team After hours access is limited to mission critical, production down issues only. |
||||
Initial Response Times |
60 mins |
60 mins |
30 mins |
15 mins |
Access to Service Delivery Manager |
||||
On-site Days Platinum provides exclusive access to your Premium engineer remotely through your preferred interface as needed. This may also include days physically at your location by agreement for Gold & Platinum |
4/year |
Up to 8 days |
||
Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks. |
16 |
16 |
||
Service Reviews (per year) |
1 |
2 |
4 |
12 |
Level of Expertise
Access to Named Engineer (hours per year) / Service Requests (number per year)
Methods of Access
After Hours Access to Premium Team After hours access is limited to mission critical, production down issues only.
Initial Response Times
Access to Service Delivery Manager
On-site Days Platinum provides exclusive access to your Premium engineer remotely through your preferred interface as needed. This may also include days physically at your location by agreement for Gold & Platinum
Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.
Service Reviews (per year)
Level of Expertise
Access to Named Engineer (hours per year) / Service Requests (number per year)
Methods of Access
After Hours Access to Premium TeamAfter hours access is limited to mission critical, production down issues only.
Initial Response Times
Access to Service Delivery Manager
On-site Days Platinum provides exclusive access to your Premium engineer remotely through your preferred interface as needed. This may also include days physically at your location by agreement for Gold & Platinum
Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.
Service Reviews (per year)
Level of Expertise
Access to Named Engineer (hours per year) / Service Requests (number per year)
Methods of Access
After Hours Access to Premium TeamAfter hours access is limited to mission critical, production down issues only.
Initial Response Times
Access to Service Delivery Manager
On-site Days Platinum provides exclusive access to your Premium engineer remotely through your preferred interface as needed. This may also include days physically at your location by agreement for Gold & Platinum
Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.
Service Reviews (per year)
Level of Expertise
Access to Named Engineer (hours per year) / Service Requests (number per year)
Methods of Access
After Hours Access to Premium TeamAfter hours access is limited to mission critical, production down issues only.
Initial Response Times
Access to Service Delivery Manager
On-site Days Platinum provides exclusive access to your Premium engineer remotely through your preferred interface as needed. This may also include days physically at your location by agreement for Gold & Platinum
(or by agreement)
Scheduled Standby Hours Scheduled Standby is for preplanned critical after hours support per year; scheduled 2-weeks in advance; used in 4-hour blocks.
Service Reviews (per year)
* A mission-critical issue is defined as a problem where the affected operation is in production and is mission-critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
Find out how Premium Support Services can help your business!
Request a phone call or live chat with a SUSE specialist.
IT Transformation is Hard—We Can Help
Partner with SUSE experts to accelerate business modernization. Address skills gaps with flexible training. Enjoy white glove technical support services directly from a named professional. Experience dedication, responsiveness and choice. Experience SUSE Global Services.
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Premium Support Services
Extend your SUSE support with direct, named access to a resource who know you, your team and your infrastructure. Keep up with the pace of change and customer expectations, while still taking care of every day business.
Learn More