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13.7 Support for openSUSE
Useful support information for openSUSE is available in a number of sources.
If you encounter problems with the installation or use of openSUSE that you
are unable to solve, our experienced support staff can offer practical
assistance with the free installation support for registered releases and
the incident-based support (Advanced Support) by phone or Web for unregistered, expired, or
download versions. Nearly all common customer problems can be eliminated
quickly and competently.
You can use the extensive support offered through the
community as well.
13.7.1 Free Installation Support
Our free installation support is provided for a period of 90 days
following the activation of your registration code or following the release
of the next version. If you cannot find an answer to your question in any
of the available information sources, we will gladly provide assistance for
the following issues:
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Installation on a typical home user system or laptop equipped with a
single processor, at least 256 MB RAM, and 3 GB of free hard disk
space.
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Resizing of one Windows partition that occupies the entire hard disk.
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Installation of a local ATAPI CD or DVD drive.
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Installation on the first or second hard disk in an IDE-only system
(/dev/sda or /dev/sdb) or
supported S-ATA system, excluding RAID.
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Integration of a standard keyboard and standard mouse.
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Configuration of the graphical user interface (without the hardware
acceleration feature of the graphics card).
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Installation of the boot manager in the MBR of the first hard disk or on
a floppy disk without modifying the BIOS mapping.
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Setup of Internet access with a supported PCI ISDN card or external
serial modem (not USB). Alternatively, setup of DSL based on PPPoE with a
supported NIC.
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Basic configuration of an ALSA-supported PCI sound card.
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Basic configuration of a locally-attached compatible printer with
YaST.
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Basic configuration of an IDE CD writer for use with k3b (CD burning
application) without changing the jumper setting.
-
Configuration of a supported PCI ethernet card for LAN access with either
DHCP (client) or static IP. This does not include the configuration of
the LAN or any other computers or network components. It also does not
cover the configuration of the computer as a router. Fault analysis is
limited to checking for proper loading of the kernel module and the
correct local network settings.
-
Configuration of an e-mail client (Evolution or KMail) for collecting
mail from a POP3 account. Fault analysis is limited to checking for
proper settings in the e-mail client.
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Support for the package selection GNOME Desktop or KDE Desktop.
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Upgrade from the previous version of the product.
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Kernel updates (only official Novell update RPMs).
-
Installation of bug fixes and security updates from the official update
server using online update or the manual method.
For a detailed listing of the subjects covered by the free installation
support, check https://support.novell.com/products/suselinux/support_overview.html.
In case you are not sure if your support is covered, please do not
hesitate to give us a call. We are happy to assist.
Contact Recommendations
We recommend to use https://support.novell.com/eService
to open a service request and to provide us with the relevant information
like problem description and log files. It helps us to avoid misspelled
commands, links, or directory names, which often cause frustrating
problems and are particularly common during phone conversations. You will
receive a reply soon after that providing a practical solution.
13.7.2 Advanced Support
Advanced support is available at transparent rates. Take advantage of our
Advanced Support Program if your question is not covered by the scope of
the free service (e.g. no valid support claim, installation support has
expired, usage of a download version). You can reach us by phone:
-
United States and Canada: Phone: +1-800-796-3700, Price: $25 including
tax, Monday through Friday from 04:30 a.m. to 12:00 noon EST or 01:30
a.m. to 09:00 a.m. PST
-
Germany: 0900 1000 499 (1.86 €/minute) (Monday through Friday
10:30-18:00 CET)
-
Austria: 0900-47 01 10 (1.80 €/minute) (Monday through Friday
10:30-18:00 CET)
-
Switzerland: 0900-70 07 10 (3.13 SFr/minute) (Monday through Friday
10:30-18:00 CET)
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All other countries: Phone: +44-1344-326-666, Price: € 25 including
VAT, Monday through Friday, 10:30-18:00 CET
The numbers for Germany, Austria, and Switzerland offer payment per minute.
Other countries offer payment per incident. One incident covers up to 20
minutes of assistance from our experienced support staff. The payment is
credit-card based. Visa, Eurocard, and Mastercard are accepted. Financial
transactions may be handled by our service partner, Stream / ECE EMEA Ltd.
Please be aware that the phone numbers may change during the sales cycle of
openSUSE 10.3. Find current numbers as well as a detailed listing of
the subjects covered by the Advanced Support Service at https://www.novell.com/usersupport.
NOTE: Note
While our expert staff will do their best to provide top-quality support,
we cannot guarantee a solution.
13.7.3 Preparing a Support Request
We endeavor to help you as quickly and precisely as possible. The effort
and time needed is considerably reduced if the question is formulated
clearly. Please have answers to the following questions ready before
contacting us:
-
Which program and version are you using? During which process does the
problem occur?
-
What exactly is the problem? Try to describe the error as precisely as
possible, using phrases with words such as when (for
example, When X is pressed, this error appears ).
-
What hardware do you use (graphics card, monitor, printer, ISDN
card, etc.)? You can get this information from the YaST
Hardware Information module.
Detailed documentation can be found in manuals, online help, and the
Support Database. These comprehensive documentation of openSUSE gives
guidance to solve a variety of problems. The SUSE Help Center on your
desktop provides additional information about installed packages, the vital
HOWTOs, and info pages.
You can access the latest Support Database articles online at https://www.novell.com/usersupport or access the community Support
Database at https://en.opensuse.org/SDB. The Support
Database, one of the most frequently used databases in the Linux world,
offers our customers a wealth of analysis and solution approaches. You can
retrieve tested solutions using the keyword search, history function, or
version-dependent search.
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