CR - How do I get product installation support?

  • 3961653
  • 18-Oct-2006
  • 29-Nov-2017




Customer is having issues with installing their product and would like to know if and how they get installation support.


Most products only have online self support options. You may try one of the following options:

Go to the Documentation website and find your product. These documents will assist you with your product installation questions:

Technical Information Documents:

Go to and enter a search for your particular issue.

SUSE products:

You must register all of your servers to receive these benefits according to Novell's licensing policy

Online Updates and Service Packs
We encourage you to update your SUSE installation regularly by going to On a regular basis, Novell consolidates product updates into Service Packs, which receive extensive testing. Service packs are available as CD images.

Self-Service Support Site
Visit to access the knowledgebase, view documentation, subscribe to receive notifications, and leverage other resources to assist you in managing your server.

Installation Assistance Through Community Forums
Visit to participate in community forums if you have installation or configuration questions.

30 days of Standard Support
Novell is providing to you a 30-day trial of Standard Support with your subscription. The 30 day period begins upon registration of your server, and provides 12x5 telephone and electronic technical support with a maximum targeted initial response time of 4 hours. Please take advantage of this great offer, as we want you to be delighted with our product, and are confident you will have a good experience with our Novell support engineers.

For your 30-day trial, contact Novell engineers using one of the following options:

Electronic Request
Go to
Log in with your Novell username and password.
Select "Submit a Service Request" to enter a request.

Phone Request(available everywhere except Latin America)
Dial 1-800-858-4000 within the US or 1-801-861-4000 outside the US
Customers in Europe, Middle East or Africa, please dial 31-10-286-4944 (English) or 49-211-5632-801
Provide your contact ID Number

If you would like to continue receiving Standard Support, or to upgrade to Priority Support, please call 888-321-4272.

When you open a Service Request, please supply the following information:
What you are trying to do.
How you are trying to do it (exact keystrokes).
What result was expected.
What result was experienced, including relevant log files and warning and error messages, copied verbatim.

Sharing Access
You may share support access rights for this server with anyone in your organization that has root access. All you need to do is access our user administration system at