Support for SUSE Technology Partners

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.