common_intro_support.xml

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<sect1 xml:lang="en"
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 <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"/>.
 </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&nbsp;1 or prepare for
      Level&nbsp;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&nbsp;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>