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common_intro_support.xml
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common_intro_support.xml
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<?xml version="1.0" encoding="UTF-8"?>
<!-- This file is part of the project https://github.com/openSUSE/doc-kit -->
<!-- DO NOT EDIT THIS FILE DOWNSTREAM. IT MAY BE OVERWRITTEN BY AN UPDATE. -->
<!DOCTYPE sect1
[
<!ENTITY % entities SYSTEM "generic-entities.ent">
%entities;
]>
<sect1 xml:lang="en"
xmlns="http://docbook.org/ns/docbook" version="5.1"
xmlns:xi="http://www.w3.org/2001/XInclude"
xmlns:xlink="http://www.w3.org/1999/xlink">
<title>Support</title>
<info>
<dm:docmanager xmlns:dm="urn:x-suse:ns:docmanager">
<dm:translation>yes</dm:translation>
</dm:docmanager>
</info>
<para>
Find the support statement for &productname; and general information about
technology previews below.
For details about the product lifecycle, see
<link xlink:href="https://www.suse.com/lifecycle"/>.
<!-- 2024-05-23 tbazant: resolves bsc#1221920 -->
<phrase condition="virt">For the virtualization support status, see <xref
linkend="cha-virt-support"/>.</phrase>
</para>
<para>
If you are entitled to support, find details on how to collect information
for a support ticket at
<link xlink:href="https://documentation.suse.com/sles-15/html/SLES-all/cha-adm-support.html"/>.
</para>
<sect2>
<title>Support statement for &productname;</title>
<para>
To receive support, you need an appropriate subscription with &suse;.
To view the specific support offers available to you, go to
<link xlink:href="https://www.suse.com/support/"/> and select your product.
</para>
<para>
The support levels are defined as follows:
</para>
<variablelist>
<varlistentry>
<term>L1</term>
<listitem>
<para>
Problem determination, which means technical support designed to provide
compatibility information, usage support, ongoing maintenance,
information gathering and basic troubleshooting using available
documentation.
</para>
</listitem>
</varlistentry>
<varlistentry>
<term>L2</term>
<listitem>
<para>
Problem isolation, which means technical support designed to analyze
data, reproduce customer problems, isolate a problem area and provide a
resolution for problems not resolved by Level 1 or prepare for
Level 3.
</para>
</listitem>
</varlistentry>
<varlistentry>
<term>L3</term>
<listitem>
<para>
Problem resolution, which means technical support designed to resolve
problems by engaging engineering to resolve product defects which have
been identified by Level 2 Support.
</para>
</listitem>
</varlistentry>
</variablelist>
<para>
For contracted customers and partners, &productname; is delivered with L3
support for all packages, except for the following:
</para>
<itemizedlist>
<listitem>
<para>
Technology previews.
</para>
</listitem>
<listitem>
<para>
Sound, graphics, fonts, and artwork.
</para>
</listitem>
<listitem>
<para>
Packages that require an additional customer contract.
</para>
</listitem>
<listitem os="sles">
<para>
Some packages shipped as part of the module <emphasis>Workstation
Extension</emphasis> are L2-supported only.
</para>
</listitem>
<listitem>
<para>
Packages with names ending in <package>-devel</package> (containing header
files and similar developer resources) will only be supported together
with their main packages.
</para>
</listitem>
</itemizedlist>
<para>
&suse; will only support the usage of original packages.
That is, packages that are unchanged and not recompiled.
</para>
</sect2>
<sect2>
<title>Technology previews</title>
<para>
Technology previews are packages, stacks, or features delivered by &suse;
to provide glimpses into upcoming innovations.
Technology previews are included for your convenience to give you a chance
to test new technologies within your environment.
We would appreciate your feedback.
If you test a technology preview, please contact your &suse; representative
and let them know about your experience and use cases.
Your input is helpful for future development.
</para>
<para>
Technology previews have the following limitations:
</para>
<itemizedlist>
<listitem>
<para>
Technology previews are still in development.
Therefore, they may be functionally incomplete, unstable, or otherwise
<emphasis>not</emphasis> suitable for production use.
</para>
</listitem>
<listitem>
<para>
Technology previews are <emphasis>not</emphasis> supported.
</para>
</listitem>
<listitem>
<para>
Technology previews may only be available for specific hardware
architectures.
</para>
</listitem>
<listitem>
<para>
Details and functionality of technology previews are subject to change.
As a result, upgrading to subsequent releases of a technology preview may
be impossible and require a fresh installation.
</para>
</listitem>
<listitem>
<para>
&suse; may discover that a preview does not meet customer or market needs,
or does not comply with enterprise standards.
Technology previews can be removed from a product at any time.
&suse; does not commit to providing a supported version of such
technologies in the future.
</para>
</listitem>
</itemizedlist>
<para>
For an overview of technology previews shipped with your product, see the
release notes at <link xlink:href="&sc-rn;"/>.
</para>
</sect2>
</sect1>