Global Product Support for Novell
Welcome to Novell product support provided by Arrow ECS. 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 Arrow ECS, 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 25 Memorial Day
- July 3 Independence Day (observed)
- September 7 Labor Day
- November 26 Thanksgiving
- November 27 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.