Overview
Premium Support Services is the ideal optimization offering for those enterprises that want a direct relationship with named technical professionals. It is a fixed cost, 12-month support service offerings offering that provides white glove services support.
Your premium team will have an intimate knowledge of your infrastructure and a professional relationship with key members of your IT team. Having direct access to your team will give you unparalleled confidence in your software-defined infrastructure and application delivery solutions.
Working with your premium team lets you minimize downtime and maximize performance. Unparalleled reach into the SUSE product and engineering team helps you to:
- Deliver faster time to value with optimal implementation of your SUSE solutions.
- Ensure business continuity with proactive maintenance and monitoring of your specific systems, infrastructure and business needs.
- Meet changing business demands while reducing costs with flexible and cost-effective support services offerings that provide exactly the level of support your business needs.
Premium Support Services provides proactive maintenance providing support services for business-critical production environments. The premium services team is backed by SUSE technical support, product management, and engineering.
Because this is a tiered offering, you determine the level that best meets your business needs and budget.
- Bronze is the entry-level option and provides limited, direct access to a premium engineer and service delivery manager.
- Silver is the next next tier and includes additional benefits such as more access to your premium engineer and additional service reviews.
- Gold provides even greater access to your premium team, including quarterly service reviews and scheduled standby.
Highlights
- Direct access to a named highly experienced engineer. This engineer will know your team and your infrastructure. They will help you get up and running quickly, address changing IT needs, and provide proactive maintenance so that you can get the most out of your technology investment.
- Direct access to a named service delivery manager who is your proactive business champion. Develop a close working relationship with your service delivery manager to coordinate services personnel, facilitate fast resolution paths, and discuss technology trends.
- Response times tailored to your business requirements because IT disruptions can be costly to the business. That's why Premium Support Services offers rapid response times of as little as 30 minutes.
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