Services Flyer Premium Service

Service Account Management

With a Service Account Manager, you have an advocate within our company who can simplify your job to help you stay on top of current ­issues, proactively assist you to prepare for future ­technology changes and ensure you’re getting the most from your support benefits.

At Your Service will assist in maintaining an accurate contact Service account management is all about de- and resource list, facilitate regularly sched- veloping a great relationship with our custom- uled calls to review contact lists and explain ers to ensure we provide the most successful all of your support entitlements. Solutions:

SM support experience. Your Service Account Premium Service Manager (SAM) develops a close working LEVERAGE INNOVATIVE NETIQ, NOVELL AND relationship with your business to gain an in- SUSE SUPPORT TOOLS depth knowledge of your technical support We provide you with access to inno­vative needs. With that knowledge, your SAM will act support tools that are instrumental in keeping in your best interest to communicate the busi- your systems up to date—and resolve even ness impact of your technical issues as your the toughest technical issues. However, these

advocate with NetIQ®, Novell® and SUSE®. tools aren’t much help if you’re not familiar Depending on the hours established by your with them, so your SAM ensures that you fully maintenance agreement or subscription,­ your understand how to use our support tools and SAM is available 12x5 or 24x7. award-winning websites, including:

GET STARTED Searching the knowledgebase Maintaining an accurate and up-to-date list Leveraging technical documentation of authorized contacts within our support Posting questions in the support forums organization is critical to receiving the tech- nical support you need, when you need it. As new tools become available, your SAM Your SAM helps you become familiar with will ensure that you are aware of these capa­ our Customer Center, where you will man- bil­i­ties so that you can take full advantage age those contacts throughout the duration of them. of your service agreement. And, your SAM A Service Account Manager (SAM) is your personal point of contact with NetIQ, Novell and SUSE to ensure that your problem or concern is quickly resolved to help you keep your systems on track and running smoothly.

www.netiq.com/support/premium www.novell.com/support/premium www.suse.com/support/premium

INCREASE YOUR OVERALL PRODUCTIVITY schedule and coordinate any number of proj- Time is money. And when your systems are ects related to your plans, such as consulting down, or critically impacted, you need help services, scheduled standby, on-site support fast. When this happens, your SAM coordi- or anything else that would help make your Contact your local NetIQ, Novell or nates the efforts of the appropriate support project successful. SUSE authorized reseller, or call: staff on behalf of your business. Your SAM NetIQ will verify that service requests are logged, Make Your Voice Heard prioritized and completed appropriately. He or 1 888 323 6768 U.S./Canada Your SAM is a great mechanism for providing +1 713 548 1700 Worldwide she will also work with support engineers and feedback for improvements at NetIQ, Novell NetIQ Corporation management teams to facilitate the shortest and SUSE. We welcome you to provide sug- possible resolution times for your critical is- 1233 West Loop South, gestions through your SAM regarding topics Suite 810 sues. Whenever you feel there is a need to such as product development, sales, market- Houston, TX 77027 USA es­calate an issue, your SAM is your point of ing and support. Because your SAM is your contact and will ensure your concern is quickly personal advocate, this feedback is delivered Novell resolved to your satisfaction—while keeping 1 888 321 4272 U.S./Canada promptly to the respective groups within our the wheels of progress moving so you can 1 801 861 4272 Worldwide company. In addition, your SAM acts on feed- get your systems back on track and your end 1 801 861 8473 Facsimile back provided through customer satisfaction users back to work as quickly as possible. Novell, Inc. surveys to ensure our processes are always 1800 South Novell Place improving. EFFECTIVELY PLAN FOR THE FUTURE Provo, UT 84606 USA Not only will your SAM react quickly in times of SUSE need, he or she can also proactively assist­ you The Bottom Line Service Account Management has proven to 1 800 796 3700 U.S./Canada as you plan for future technology projects, train 801 861 4500 Worldwide your staff and more. Your SAM will host regu- be one of the most valuable customer ser- SUSE larly scheduled meetings or conference calls vices we provide. Your SAM will understand­ your business needs, as well as the hard- Maxfeldstrasse 5 to review your support history. During these 90409 Nuremberg service reviews, you’ll be able to discuss sup- working gears of the NetIQ, Novell and SUSE Germany port challenges and your SAM will help resolve support organization, to ensure we provide these concerns. Based on your history and you with the best possible support experi- feedback, your SAM will make observations ence—quickly and easily. or recommendations for training opportuni- ties, process improvements, health checks, Learn More on-site visits and other activities that will im- If you’re interested in having your own SAM, prove your business. As you discuss future talk to your local NetIQ/Novell/SUSE sales- technology plans, your SAM will recommend, person or partner today.

761-001002-002 | 11/13 | © 2013. All rights reserved. NetIQ and the NetIQ logo are registered trademarks of NetIQ Corporation in the United States and other countries. Novell and the Novell logo are registered trademarks and Premium Service is a service mark of Novell, Inc. in the United States and other countries. SUSE and the SUSE logo are registered trademarks of SUSE LLC in the United States and other countries. All third-party trademarks are the property of their respective owners.