It's never easy to stay up to date with the latest technology, and with ever-changing advances, it often seems next to impossible. You need to prevent security breaches, implement new functionality and maintain a stable environment. Our Premium Service options supplement your current support to help you get the most from your IT investment. These á-la-carte services will help lighten your IT staff's workload, allowing it to focus on what's important to you—growing your business. And since every organization has different needs, you can tailor our service to meet the unique requirements of your business.
Choose one or more of our Premium Service offerings to help you lower costs, manage complexity and mitigate risk:
Premium Service Engineer
Service Account Manager
Advantage Service Requests
Novell Premium Service
If you are a Master License Agreement (MLA) customer, you may already have access to many Premium Service benefits. Learn more.
Premium Service Engineer
A Primary Support Engineer (PSE) solves problems and helps you proactively maintain your business systems. The skills and resources to support these complex systems are hard to find, especially if you've tailored your solutions to specifically fit your business. We have the answer. With a Premium Service Engineer, you have direct access to a named and highly experienced expert who will:Understand your technical environment and get to know your in-house team by working closely with them
Be proactive to help you get more from your investment
Help your team address changing needs and avoid technical problems
Respond quickly to design appropriate solutions to fix even the toughest issues
Help you avoid downtime, minimizing costs and business disruption
Choose the level of support you need:
Assigned Support Engineer
An Assigned Support Engineer (ASE) provides the first level of personalized support, managing issues from recognition to resolution. Assigned Support Engineers are available over the phone during business hours.
Primary Support Engineer
A Primary Support Engineer (PSE) solves problems and provides proactive maintenance on your business systems. Because they are assigned to only a few accounts, these engineers can give you more of their time and develop a more personalized technical support relationship with your business. A Primary Support Engineer will visit you on-site periodically during the year and, with the purchase of Priority Maintenance, are available 24x7 by phone for emergency situations. Our PSEs are located in major cities and near our field offices, allowing them to have a closer relationship with their customers while maintaining a tight link to our support infrastructure.
Dedicated Support Engineer
A Dedicated Support Engineer (DSE) serves and supports your business as the primary focus of their activities. They solve problems, perform proactive maintenance, work closely with our resources to resolve issues and work onsite at your business. There is no stronger support relationship available than that of the DSE.
Find out more today by visiting:https://www.novell.com/supp...