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Novell Support

Global Product Support for Novell

Welcome to Novell product support provided by Alternative Technology, an Arrow company. As a Novell Authorized Support Partner, we have the expertise and methodologies necessary to troubleshoot and solve issues on all your Novell products. We provide global telephone-based support on a for-fee, per-call basis for Novell customers who do not have a current maintenance agreement.

Features and Benefits

At Alternative Technology, we put you — the customer — first. We offer fast friendly service backed by our experienced team of Novell-certified engineers. By utilizing our Novell support services, you will receive:

Knowledge and expertise covering the entire range of Novell products and technologies
Global telephone-based support
"On-demand" support
Fast response times
Convenient, affordable, fixed-fee pricing (we do NOT charge by the hour)
Multiple service-level options to accommodate your business and budgetary needs

Supported Novell Products

Our engineers have years of real-world experience with Novell products and technologies and are able to provide expert support on ANY product that is currently sold and supported by Novell. For a complete list, click here.

Definition of a Service Request

A Service request is defined as assistance with a single support issue relating to the use or installation of a Novell product, regardless of the number of communications required. A single support issue is defined as a problem that cannot be broken down into subordinate problems.

Example: Customer states that users are only intermittently receiving their workstation policies and applications being distributed by ZENWorks. The root cause may or may not be a ZENWorks issue and the solution may involve several causes but it is a clearly stated problem and is considered a single support issue.

Level/Scope of Support

Level 1 Support means problem determination, including provision of compatibility information, installation assistance, usage support, and basic troubleshooting.
Level 2 Support means problem isolation, including efforts to duplicate customer problems, isolate a problem area and provide resolution for problems not resolved by Level 1 Support. Resolution may include reasonable work-arounds.

Fast Response Time

We pride ourselves on our dedication to customer satisfaction, starting with providing a fast initial response. If you contact us (either by phone or online) during your standard business hours or if you need after-hours support, we will respond to your request by having a support engineer on the phone with you within one hour even if you contact us at 5:59 P.M.!

If you contact us after hours for standard business hour support, a support engineer will contact you by 9:00 A.M. on the following business day.

If You Contact Us	Service Level You Request	Our Response Time
During your Standard Business Hours	Standard Business Hours	Within 1 hour
During your Standard Business Hours	After hours	Within 2 hours
After hours	Standard Business Hours	By 9:00 A.M. (your local time zone) on the following business day
After hours	After hours	Within 2 hours

Service Level Options

We offer convenient and affordable pricing options depending on the service level and language support needed. All of our Novell support services are provided at a single fixed price per service request regardless of the complexity of the issue or how long it takes to resolve.

Service Level	Region	Language Support	Contact us for specific pricing
Standard Business Hours (8:00 A.M. - 6:00 P.M. in YOUR local time zone)	North America	English
Standard Business Hours (8:00 A.M. - 6:00 P.M. in YOUR local time zone)	International	English
Standard Business Hours (8:00 A.M. - 6:00 P.M. in YOUR local time zone)	International	Non - English
24x7x365, After-hours support	North America	English
24x7x365, After-hours support	International	English
24x7x365, After-hours support	International	Non - English

We observe the following U.S. holidays. Any requests for support on these days will be considered after hours support and subject to the associated after hours response time and pricing.

January 1 New Year's Day
May 30 Memorial Day
July 4 Independence Day (observed)
September 5 Labor Day
November 24 Thanksgiving
November 25 Day After Thanksgiving
December 25 Christmas

Payment Methods

We accept all major credit cards including Visa, MasterCard and American Express. Payment is not required until one of our friendly technical support engineers is on the phone with you.

You may submit a request online or contact us by phone:

Online: click here to submit a service request online
To contact an engineer immediately, use the phone number associated with the country you reside in or that is closest to you:

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