On Monday 28 April 2008 00:01:42 Kevin Dupuy wrote:
"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."
So now they've even taken away the phone support, one of the most important remaining incentives to buy the boxed editions.
Phone support hasn't been taken away, it's just moving to a callback model (used for ages in Europe) The difference is that with a normal phone support system as used up to now in the US, you get the next guy in line, whether he knows something about your problem area or not. With the callback model, the problem description can be read through and the call can be picked up by someone with experience in the area With linux support that's especially important, because there are - what - around 3000 packages included, and no one can know it all. Supporters need to specialise. So you will still be talking to someone, it just won't be "the next guy available" Anders -- To unsubscribe, e-mail: opensuse+unsubscribe@opensuse.org For additional commands, e-mail: opensuse+help@opensuse.org