Here’s an important notice from our friends at Novell Technical Services.

Beginning May 1st, 2008, your Novell service requests will need to be registered online at http://support.novell.com rather than calling your local support center. This is a significant change from our traditional model of registering service requests via phone. However, if you have a mission critical system which is completely down, please register your service request by phone with your local Novell Support Center.

To ensure you continue to receive the excellent support you are accustomed to receiving, Novell has added world class web support technology, Novell Technical Services Online, which includes chat, remote system diagnostics, File Sharing, Desk Top Sharing and more. We’re confident you’ll love the Novell Technical Services Online experience. Check out some of the great feedback we’ve already received:

  • “Used it the first time and it was just perfect. Possibly the last time I call by phone…”
  • “This is better than being tied to a phone while waiting for one or the other party to do what they are doing…”
  • “Each party can get on with something else while waiting for the other end to do something. More efficient use of time…”
  • “Better than a phone call, at least for times when systems are not critical.”
  • “This worked great! Excellent feature to add to your support people….definitely helped speed up the support process.”

The next time you need support, register your support request online at www.novell.com/center/eservice where you can choose your preferred method of response – chat, email, or call back. If you choose “Chat”, you will access the features and benefits of the Novell Technical Services Online technology:

  • Real-time access to Novell support engineers who can help them resolve issues faster.
  • Support engineers can connect to a customer’s system for improved troubleshooting and easier walk-through directions.
  • Customers can even share or grant full control of their desktop or server so that the support engineer can work directly on their problem, with little assistance required from the customer.

For details, visit this page. We look forward to serving you!

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Disclaimer: As with everything else at NetIQ Cool Solutions, this content is definitely not supported by NetIQ, so Customer Support will not be able to help you if it has any adverse effect on your environment.  It just worked for at least one person, and perhaps it will be useful for you too.  Be sure to test in a non-production environment.

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  • imc says:

    Does Novell plan to have any level of support that doesn’t cost $500 per incident? To be honest, $500 is very steep for the quality of support provided, specifically from the ICS. As is stands now, I won’t be renewing my support. I’m a very small fish but I can’t be the only customer out there who is thinking the same thing.

    I do have to say I like the way Cisco’s TAC works. I don’t always need to get someone on the phone. Sometimes I just need some clarification on something and email is sufficient. More importantly, I don’t have to burn a very expensive and a limited support request.

  • sfarnold says:

    The good news is that Novell’s new licensing programs include support, making per-incident support virtually unnecessary. The new Novell Volume License Agreement (VLA) includes unlimited product specific support for products which are properly covered under maintenance, so you won’t have to worry about budgeting or paying for support on a per incident basis. For details on how to get unlimited product support, visit http://www.novell.com/licensing/buyingprograms.html.

  • eaglefly says:

    So…. first off, Novell cuts costs by sending support to India… then raises prices to $500 per incident… and now requires us to use the online support tools. I’ve never been happy with online support… it sometimes takes days to find an answer. You send an email and wait 6 hours for the tech to reply with a dumb question that doesn’t even apply to the situation. The last time I used Novell’s online support, the tech asked for the support config (which I promptly sent), then I didn’t hear from him for days. And this was not the first time, either….

    I hope Novell’s new online support provides better support than this… if this is what the future of Novell support entails, then these are sad times.

  • imc says:

    I appreciate the response. We have an SLA. I’ll have to read up and see whether I can go with such a support package.

  • rpwalter says:

    I make it short: cancel this new solution. I am dissatisfied with these solutions we are getting from companys with these ‘Hello we make it easier for you … ‘.
    Fyi: we changed the rules for communication – less eMail and more phoning because all these eMails costs us to much.

By: ssalgy
Apr 8, 2008
1:13 pm
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