9.7. Support for SUSE Linux

Useful support information for SUSE Linux is available in a number of sources. If you encounter problems with the installation or use of SUSE Linux that you are unable to solve, our experienced support staff can offer practical assistance with the free installation support for registered products and the incident-based support by phone or Web. Nearly all common customer problems can be eliminated quickly and competently.

9.7.1. Free Installation Support

Our free installation support is provided for a period of 90 days following the activation of your registration code (starting latest with the release of a new 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:

  • Installation on a typical private workstation or laptop equipped with a single processor, at least 256 MB RAM, and 3 GB of free hard disk space.

  • Resizing of one Windows partition that occupies the entire hard disk.

  • Installation of a local ATAPI CD or DVD drive.

  • Installation on the first or second hard disk in an IDE-only system (/dev/hda or /dev/hdb) or supported S-ATA system, excluding RAID.

  • Integration of a standard keyboard and standard mouse.

  • Configuration of the graphical user interface (without the hardware acceleration feature of the graphics card).

  • Installation of the boot manager in the MBR of the first hard disk or on a floppy disk without modifying the BIOS mapping.

  • 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.

  • Basic configuration of an ALSA-supported PCI sound card.

  • Basic configuration of a locally-attached compatible printer with YaST.

  • 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 (only Evolution and KMail) for collecting mail from a POP3 account. Fault analysis is limited to checking for proper settings in the e-mail client.

  • Support for the package selection Standard System.

  • Upgrade from the previous version of the product.

  • Kernel updates (only official SUSE Linux update RPMs).

  • Installation of bug fixes and security updates from ftp.suse.com or a SUSE FTP mirror using online update or the manual method.

For a detailed listing of the subjects covered by the free installation support, please check http://www.novell.com/usersupport.

9.7.1.1. Contact Information for Free Installation Support

Reach our support staff under the following links and phone numbers. Any prices listed are call costs, not costs for support.

  • http://support.novell.com/eService

  • Germany: Phone: 0900 111 2 777 (12 Cent/min) (Monday through Friday from 13:00 to 17:00 CET)

  • Austria: Phone: 0820 500 781 (14.5 cent/min) (Monday through Friday from 13:00 to 17:00 CET)

  • Switzerland: Phone: 0848 860 847 (costs depend on provider) (Monday through Friday from 13:00 to 17:00 CET)

  • UK: Phone: +44-1344-326-666 (Monday through Friday from 13:00 to 17:00 GMT)

  • United States and Canada: Phone: +1-800-796-3700 (Monday through Friday from 12:00 p.m. to 6:00 p.m. EST or 09:00 a.m. to 03:00 p.m. PST)

  • France: Phone: +33 1 55 62 50 50 (Monday through Friday from 13:00 to 17:00 CET)

  • Spain: Phone: +34 (0)91 375 3057 (Monday through Friday from 13:00 to 17:00 CET)

  • Italy: Phone: +39 02 2629 5555, support is available in Italian (Monday through Friday from 13:00 to 17:00 CET)

  • Czech Republic: E-mail: support@suse.cz (Monday through Friday)

  • All other countries: Support is provided in English only. Phone: +44-1344-326-666 (Monday through Friday from 12:00 to 18:00 CET)

For the most recent contact information, refer to http://www.novell.com/support/products/suselinux/contacts.html.

9.7.1.2. Important Notes

  1. Only customers with a valid, activated registration code are entitled to free support. You can activate your registration code at http://www.novell.com/usersupport.

  2. The registration code is not transferable to another person.

  3. The free support covers only the initial installation on one computer. Refer to our Web site for further information.

  4. We can provide support only for hardware supported by SUSE Linux. Refer to our Component Database at www.novell.com/usersupport/hardware for information about supported hardware components.

9.7.1.3. Contact Recommendations

Misspelled commands, links, or directory names often cause frustrating problems and are particularly common during phone conversations. To help prevent this problem, please send us a brief description of your question or problem by opening a service request on http://support.novell.com/eService. You will receive a reply soon after that provides a practical solution.

9.7.2. Advanced Support

Qualified support is available at transparent rates. If your question is not covered by the scope of the free service or if you do not have a valid support claim, you can take advantage of our Advanced Support Program. You can reach us by phone:

  • Germany: 0190-86 28 00 (1.86 €/minute)

  • Austria: 0900-47 01 10 (1.80 €/minute)

  • Switzerland: 0900-70 07 10 (3.13 SFr/minute)

  • Rest of Europe: Phone: +44-1344-326-666, Price: € 46 including VAT. Monday-Friday from 12:00 to 18:00 CET

  • United States and Canada: Phone: +1-800-796-3700. Price: $39 including tax. Monday-Friday from 09:00 a.m. to 06:00 p.m. EST or 06:00 a.m. to 03:00 p.m. PST.

  • All other countries: Phone: +44-1344-326-666, Price: € 46 including VAT, Monday-Friday, 12:00-18:00 CET

One incident covers up to twenty 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 SUSE Linux 10.1. Current numbers as well as a detailed listing of the subjects covered by the Advanced Support Service can be found at http://www.novell.com/usersupport.

[Note]Note

While our expert staff will do their best to provide top-quality support, we cannot guarantee a solution.

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:

  1. Which program and version are you using? During which process does the problem occur?

  2. 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”).

  3. What hardware do you use (graphics card, monitor, printer, ISDN card, etc.)?

Detailed documentation can be found in manuals, online help, and the Support Database. In most cases, even problems that seem more difficult to solve are covered in the comprehensive documentation included with SUSE Linux. 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 http://www.novell.com/usersupport. By means of the Support Database, which is one of the most frequently used databases in the Linux world, we offer our customers a wealth of analysis and solution approaches. You can retrieve tested solutions using the keyword search, history function, or version-dependent search.