Support for SUSE® Technology PartnersDrive your business forward with confidence, knowing you can support even the largest enterprise customers. Through the SUSE® Technology Partner Support programs, you can tap into the world-class SUSE support organization to provide the quality services that make customers select and return to you as their preferred technology vendor.
Solutions:
Services
Services Flyer
Drive Your BusinessQualityofserviceisasignificantconsiderationforcustomerswhoarechoosingatechnologyvendor.CustomerswanttobesuretheyhavethehelptheyneedtobesuccessfulwiththeirITinvestments.PartneringwithSUSEtapsyouintoourworldclass supportorganization forthetoolsandresourcesyouneedtosetyourselfapart inthiscompetitiveandfastpacedindustry.
SUSEhasmorethan25yearsofexperienceprovidingenterpriseclassservicetoabroadrangeofpartnersandcustomersworldwide.Thebreadthanddepthofourmultivendorsupportgivesyouand
yourcustomersconfidencethatyoucanmeettechnologychallengeswithinnovative,endtoendsolutions.Andusingourinnovativetools,provenescalationprocessesandawardwinningsupport,youcanbeassuredyou’llgettheexperthelpyouneed,whenyouneedit,toprovidethehighestpossiblelevelsofservicetoyourcustomers.
Customize Your Support ExperienceAsaSUSEtechnologypartner,youcanchoosefromthefollowingprogramlevelstoensureyoureceivethesupport,accountmanagementandtrainingbenefitsthatbestmatchyourneeds.
2
SUSE Services FlyerSupport for SUSE Technology Partners
SERVICE ACCOUNT MANAGEMENT
ServiceaccountmanagementisoneofthemostvaluablebenefitsoftheSUSETechnologyPartnerSupportprogram.Yourserviceaccountmanagerwilldevelopacloseworkingrelationshipwithyou,learningyourbusinessandsupportneeds,andhelpingyoustrengthenyourserviceorganization.YourServiceAccountManagerwilldothefollowing:
Coordinate communicationsamongthreeServicesdisciplines:support,trainingandconsulting
Escalate service requeststhatrequireadditionalordifferentresources
Report service activity,detailingservicerequests,theirprogressandanyrelatedsupportactivityorprojects
Review service requestswithyouduringandafterresolutionviatelephoneorinpersonalmeetings.
Thisensuresthatissuesareresolvedquicklyandthatweaddressanyadditionalconcerns.
Review servicesandprovidefeedbacktoustocontinuallyimprovetheserviceyoureceive
PREMIUM SERVICESM
ENGINEERS
PremiumServiceEngineersareprovidedintheTPS250,TPS500andTPS1000programstoensureyoureceiveasuperiorsupportexperience.WerecommendyouchoosetheTechnologyPartnerSupportprogramthatprovidesthelevelofserviceengineerthatmakesthemostsenseforyourbusiness.Yourpremiumserviceengineerprovidesasinglepointofcontactforallyoursupportqueries,understandsyourtechnicalenvironmentandrespondstoyourproblemsquickly.Yourengineeralsodeliversthelevelofdedication,personalizationandserviceresponsetimesyourbusinessneeds.
ADVANTAGE SERVICE REQUESTS
AdvantageServiceRequestsallowyoutogetfastaccesstoateamofseniorengineerswhoarestaffedtorespondtoyoursupportissuesinanhourorlessduringlocalbusinesshours.Ifneeded,youmayalsoopenyourServiceRequestafterhourswiththeSupportCenter,andthenrequestthatitbeescalatedtotheAdvantageteamduringthenextbusinessday.
Partnering with SUSE helps you tap into our world-class support organization for the tools and resources you need to set yourself apart in this competitive and fast-paced industry.
Program Benefits
Advantage SR Packs
TPS 100
TPS 250
TPS 500
TPS 1000
Support Center
24x7 Access x x x x x
Priority Response x x x x x
Service Requests 5,10or20 25 50 Unlimited Unlimited
Premium Service Engineer
Type of Engineer NA NA ASE PSE DSE
Dedication Level NA NA AssignedContact
Semidedicated
Dedicated
Hours of Access NA NA 12x5 24x7 24x7
Response Time NA NA 1hour 30minutes 15minutes
Account Management
Service Account Manager NA x x x x
Business Review NA Annual Semiannual Quarterly Quarterly
Training, Events and Resources
Custom Training NA NA 1week 2weeks 2weeks
BrainShare® or SUSECon™ passes NA 1 3 6 6
Reduced-fee Seminars and Internships
x x x x x
Table 1. Selectthelevelofservicethatmatchesyourbusinessneeds.
PROGRAM LEVELS
3https://www.suse.com/partners/technology_support.html
SUPPORT ACCESS
Asatechnologypartner,youhave24x7accesstoourawardwinningsupportorganizationthroughourglobalsupportcenters.Thenumberofavailableservicerequestsvariesbyprogramlevelasshowninthebenefitstableonthepreviouspage.
TRAINING, EVENTS AND RESOURCES
Keepinguponthelatesttechnologyiscriticaltoyoursuccess.Youhaveaccesstoanumberoftrainingoptions,dependingonthesupportlevelyouchoose.
Custom Training—Basedonaninitialassessment,wewillbuildcustomizedtrainingthatmeetstheuniqueneedsofyourorganization.Weprovidemosttraininginlive,onlinesessionsthatgiveyourpersonnelthebenefitsofaliveinstructorwhereveryouremployeesareintheworld,withoutthecostorinconvenienceoftravel.Onlinetoolsletattendeesviewinstructordemonstrations,sendquestionstotheinstructor,chatwithotherparticipantsandcompleteonlinelabs.
BrainShare or SUSECon passes—BrainShareandSUSEConareourpremiertechnologyconferences,wherewemakestrategictechnologyannouncements,providetechnologyseminarsandlabs,andenableinterfaceopportunitieswithkeySUSEemployeesandpartners.
Internships—Internshipsareagreatwaytoimproveyourabilitytotroubleshootandresolveproductissues.Foruptooneweek,youoryourstaffwillworkinoneofoursupportcenters,shadowingasupportengineer.Duringthattimetheintern
willlearnourproblemresolutionprocess,troubleshootservicerequests,attendanyavailablehandsontrainingandsolvereallifeproblemsinalab.Internshipsarearrangeduponrequest.
Get More from Your Partnership
JOIN PARTNERNET®
WestronglyencouragetechnologypartnerstoparticipateinthePartnerNetprogram.ThroughPartnerNet,wecanhelpyoucapitalizeonspecificopportunities—whetheryouneednewsolutionstomeetyourcustomers’businessandITchallenges,needtobringyourproducttonewmarketsfasterorwanttoexpandtheportfoliooftrainingyouofferyourcustomers.ThroughthePartnerNetprogram,youcanport,build,comarketand,ifappropriate,resellyourproductwithourlicensedtechnologies.Joinourpartnerecosystemandopenyourbusinesstoadditionaldevelopmentandsupportresources,gotomarketactivitiesandbusinesssolutionsthatenableyoutointegrateourtechnologiesinanefficientandeffective,selfpacedway.Benefitsvarybyprogrambutmayinclude:
Softwarepatchesandfixes Onlinesalesandtechnicaltraining SubscriptiontotheProfessional
ResourceSuite Aggressivepricingtoaccelerate
yourprofitpotential Robustdevelopmenttools Testingandhardwarecertification
There’smuchmore.Fordetails,visit:www. suse.com/partners
ENROLL IN DEVELOPER SERVICES
DeveloperServicesprogramshelpindependentsoftwareandhardwarevendorsrespondtocustomerneedsand/ormarketopportunities. Independenthardwarevendors(IHVs)canaccesstesting/certificationtools. Independentsoftwarevendors(ISVs)andindependenthardwarevendors(IHVs)canalsoreceivephoneoremailsupportaswellashandson development assistance. See theProgramGuideformoredetailathttps://www.suse.com/partners/ihv/pdf/SUSEDeveloperServicesProgramGuide.pdf or visit: https://www.suse.com/partners/isv/orhttps://www.suse.com/partners/ihv/
Choose to Partner with SUSEOnlySUSEbringssuchacomprehensiverangeofnetworkingandopensourcesupporttopartners.EverythingintheSUSEworld isdesignedtoworkwithproductsyoubringtomarket:solutionscreatedonindustrystandardsthatworkonmanydifferentplatforms.Andshouldtechnicalissuesarise,youhavepeaceofmindinknowingyoucanlooktoprovenexpertsforsupport.
FormoreinformationaboutsupportforSUSEtechnologypartners,contactyourlocalpartnerexecutive.
As a technology partner, you have 24x7 access to the award-winning SUSE support organization through our global support centers.
Contact your local SUSE Solutions Provider, or call SUSE at:
18007963700U.S./Canada
18018614500Worldwide
SUSE
Maxfeldstrasse5
90409Nuremberg
Germany
261-001374-001 | 07/13 | © 2013 SUSE LLC. All rights reserved. SUSE and the SUSE logo are registered trademarks, and SUSECon is a trademark
of SUSE LLC in the United States and other countries. BrainShare and PartnerNet are registered service marks, and Premium Service is a
service mark of Novell, Inc. in the United States and other countries. All third-party trademarks are the property of their respective owners.
www.suse.com/partners
Only SUSE brings such a comprehensive range of networking and open source support to
partners. For more information about support for SUSE technology partners, contact your
local partner executive.