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Support Handbook

Support User Guide

Types of Support

Scope of Support

Severity Types

Severity Types

Working With Support

Additional Services

Support Policies

Escalations

If you have an existing case that requires escalation you can request this via the case in our SCC (SUSE Customer Center)
Note that changes in case severity are based on our severity definitions available.
If you are experiencing a ‘production systems down’ scenario please request a case escalation by contacting your Support engineer directly.
On weekends, for escalating a 'Severity 1' scenario you can contact the SUSE Support centre via the phone numbers by selecting this link.
If you are a Premium or Sovereign Premium Support Services customer and already have an assigned Services Delivery Manager (SDM) please contact them via your dedicated channels. (Note: Please use normal processes to reach out to Premium or Sovereign Premium resources – may vary by geographic region).