Handbook - Support - Novell

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www.novell.com

Novell Certified Support Partner Identity and Security Management Handbook ®

For Asia Pacific

Introduction................................................................................................................................................................ ......3 How does the Novell Certified Support Partner (NCSP) program work?...................................................................3 Certified Novell ISM Support Partner requirements........................................................................................................4 PartnerNet membership..................................................................................................................... ........................4 Certified support..................................................................................................................................... ....................4 Reports..................................................................................................................................................... ..................5 Benefits of being a Novell Certified ISM Support Partner...............................................................................................5 How to access Novell support............................................................................................................................ .............6 Service Requests....................................................................................................................................................... .6 Response Times ................................................................................................................................................... .....6 Primary contact..................................................................................................................................................... ......6 Authorised contact............................................................................................................................................. .........6 Technical Support via Primary Support Engineers (PSE)..........................................................................................7 PSE Backup Procedure..................................................................................................................................... .........7 After Hours Support......................................................................................................................................... ...........7 Service Account Manager (SAM)...............................................................................................................................8 SAM Availability............................................................................................................................................ ..............8 Escalation Procedure.......................................................................................................................... .......................9 Novell Support Web Site........................................................................................................................ ....................9 Internships.................................................................................................................................................. ................9 Quality Standard Certification ........................................................................................................................... .......10 Useful Information...................................................................................................................................... ...................11 Suggested Software Toolkit for Field Engineers......................................................................................................11 Useful Web Site Addresses.................................................................................................................................... ..11 For more information.............................................................................................................................. ..................12

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Introduction Novell Partners have long been supporting our joint customers in many different ways. Now, you can continue to offer your customers the support they value together with Novell's strong brand name in Identity Management by registering as one of the Novell Certified Support Partners with a Identity & Security Management (ISM) specialisation. This partnership will allow you to support your customers' customised environment, while integrating your support with the Novell ISM offering. You get a competitive advantage over your peers in this expanding market of customised technical support services.

How does the Novell Certified Support Partner (NCSP) program work? As an Novell Certified Support Partner, you help your customers to manage user access needs, which are constantly changing due to new projects, partnerships, mergers and job changes. Your role is to design, develop and implement the ISM solution in the customer's environment. The customer has the benefit of your local delivery and your expertise backed by Novell; as you support your customers, Novell will back you up with personalised level 3 support. Customers will not need to purchase a separate support agreement from someone who is unfamiliar with their customised environment. Additionally, Novell will actively promote your ISM Support Partner specialisation to customers who are looking for exactly your set of skills. Together, we can be sure to meet the customers' needs for constant and secure access to business resources and information.

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Certified Novell ISM Support Partner requirements A partner must fulfill the following criteria in order to be eligible to participate in the program. Membership of the program shall be decided jointly by Novell's local country sales management and Novell Technical Services Management, upon verification of criteria.

PartnerNet membership Partner must be a member of the Novell PartnerNet program at a Platinum Level, or the highest available level in the country of residence.

Business Plan The partner must provide to Novell a Business Plan which shall include the pipeline for sale of licenses of the supported software as well as a pipeline for certified support. The business plan shall contain a license revenue target (relating to the supported software), which the Partner is expected to achieve in order to continue to participate under the program Upgrade protection / maintenance The partner must ensure that each Novell customer purchasing certified support on a supported software must have valid upgrade protection or maintenance, purchased through the Novell licensing programs

Training / education The partner must ensure that its PIN holders are sufficiently trained on the supported software in order to provide support and work with Novell to resolve level 3 incidents. The knowledge level outlined below, is in addition to the knowledge a partner needs to become a Novell Solution Provider with Platinum status as a Security & Identity specialist. Knowledge levels have been determined as follows:

- 3 helpdesk professionals should attend a customised 5 day course which will give them a basic understanding of: eDirectory iManager Identity Manager Access Manager Sentinel/Novell Audit –

2 Engineers should have knowledge level of an IDM ATT

–

1 Engineer should have knowledge level of an Access Manager ATT

–

1 Engineer should have knowledge level of an Advanced Provisioning Module

Certified support Partner is expected to resolve all level 1 and level 2 service requests without escalation to Novell. Novell will review the level 3 service requests in order to determine whether they are true level 3 requests on an annual basis as part of the business review Partner must be able to provide 8x5 support and 24x7 support for critical issues

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Partner must have sufficient facilities at its premises (software and hardware) in order be able to simulate/reproduce customer environment Partner must have in place an efficient incident/call tracking system

Reports Partner is expected to update the Novell Service Account Manager when new end-user customers come on board

Benefits of being a Novell Certified ISM Support Partner PROGRAM BENEFITS Partner - Level 1 and 2 product and Solution Support Price 3rd level product support Novell Support Access Service requests (3rd level support only) Primary Support Engineer (PSE) Response time 24x7 access Account Management Service Account Manager Service reports as requested Business review Training, Events and Resources Free access to (planned) internships

ISM Price* per user (100 user increments). Minimum nr of users per customer. External user pricing to be determined by project unlimited • 1 hour • • • Annually •

• Included

*A sliding scale for pricing is in place dependent on total number of users (across multiple customers), for pricing per user and minimum number of users required per customer, see the order forms at http://support.novell.com/additional/ism_program.html

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How to access Novell support Service Requests A Service Request is defined as one Novell support issue, problem or question and the reasonable efforts required to resolve it, regardless of the number of communications needed. The description submitted when opening a service request should include an error message and explanation of circumstances under which the product does not function as designed. To ensure that service requests are resolved and closed to your satisfaction it is recommended that you discuss and agree the measure for successful closure with your Primary support Engineer. Service Requests are classified under the following levels:

Level 1 - Problem Determination: which means technical support designed to provide compatibility information, installation assistance, usage support, on-going maintenance and basic troubleshooting. Not intended to correct product defect errors

Level 2 - Problem Isolation: which means technical support designed to duplicate customer problems, isolate problem area and provide resolution for problems not resolved by level 1 support

Level 3 - Problem Resolution: which means technical support designed to resolve complex problems by sometimes engaging engineering in resolution of product defects which have been identified by level 2 support

Response Times When registering service requests, Novell works to service levels; service levels define targets for the maximum elapsed business time in responding to the logging of a service request. A response is defined as the time between creation of the Service Request and the initial communication between the assigned engineer and your company. The response time for Novell Certified Support Partners is 1 hour

Primary contact The primary contact serves as a point of contact to receive communication directly from Novell (specifically from the Service Account Manager). The Primary contact communicates relevant information to authorised contacts within their organisation. In addition, the primary contact is the management contact who is granted rights to add or change authorised contacts.

Authorised contact Authorised contacts are defined as specific named individuals authorised by the customer to contact Novell for support. Authorised contacts should be highly skilled and qualified personnel. Each authorised contact is provided with a Contact ID. This number is confidential and should be used ONLY by the individual to whom it is assigned. Please be sure to promptly update Novell Premium Service with changes to your list of authorised contacts as they occur to ensure support tools are delivered properly and your authorised contacts are able to submit technical support service requests. If the list of authorised contacts changes, you should notify Novell by sending an email to the Service Account Manager (SAM). Include the company name, the new authorised contact’s name, title, address, phone number, fax

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number and email address. If the new contact is replacing an existing contact, please include the same information for the contact being replaced.

Technical Support via Primary Support Engineers (PSE) The PSE is a senior Novell Support Engineer who will assist your business by providing a single point of contact into the Novell Technical Services organization. The PSE will add value for your business by gaining first-hand knowledge of the supported software and environments. The PSE will focus on post-implementation product issues, with a goal to pro-actively help avoid potential problems and to help maintain your customers' implementations in a more efficient and optimal manner. In addition, the PSE will be available to respond in a timely manner to any issues that may arise with the network, and will tap resources within Novell as needed to assist with these issues. Role of the PSE: a single point of technical contact for providing technical support where necessary your PSE will liaise with and engage other members of the team to expedite the support process your PSE will maintain ownership of the service requests you submit from response to resolution or closure Authorised contacts are encouraged to contact the PSE prior to projects with a potential impact on the Novell environment such as Support Pack updates and eDirectory operations. These projects can be discussed in advance with the PSE to review known problems and provide advice from a technical support perspective during the implementation phase of a project. However, the PSE will not sign-off or validate any work or design as this is the responsibility of Novell Consulting. Only contacts authorised by your business with a Contact ID may contact the PSE directly. When authorised contacts need assistance they should open a service request by contacting the PSE on his/her direct line or mobile for urgent issues. It is important that a service request is opened for each issue requiring follow-up by the PSE so that request are not lost and can be easily tracked and escalated if required.

PSE Backup Procedure There will be times when your PSE is unavailable due to illness, training or holidays. During these periods, Novell will assign a suitable backup point of contact for your business. Foreseeable absence times will be communicated in advance by the PSE who should provide all authorised contacts with the following information: dates/ period of absence name of assigned backup contact details

After Hours Support The assigned PSE is accessible with direct phone availability during normal business hours. Outside of business hours you should contact your PSE for high severity issues only, reserving less urgent issues for the next business day.

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Service Account Manager (SAM) The Service Account Manager is a non-technical account manager, he/she will assist your business by developing a close working relationship with you, gaining an in-depth knowledge of technical support requirements and support related business issues. The SAM will focus on post-implementation service issues, with a goal to assist your business speed resolution of problems. In addition, the SAM will be available to assist in escalating service requests that have not been dealt with in a timely manner in accordance with the service level and the priority.

The principal activities of your Service Account Manager include:

Communication coordination Your SAM should be the main point of contact at Novell on support and service issues. By working closely with you and through regular communication your SAM will gain knowledge of your particular business and support related needs. Your SAM also provides communication coordination within Novell by working closely (for example) with Novell Consulting and Novell Training Services. Your SAM should work with the Primary contact assigned at your organisation, but may also work with Authorised contacts where required.

Escalation assistance Your SAM will assist you by being the main point of contact at Novell for any incidents requiring escalation to speed resolution.

Service activity reporting Your SAM will provide service activity reports on request, these reports will show the service requests submitted, their progress and any other support activity or projects.

Service request review Your SAM may conduct reviews of service requests during and after resolution via telephone or face-to-face meetings as required. This will ensure that issues can be progressed to resolution quickly and that any issues experienced during resolution can be resolved.

Service satisfaction review Your SAM acts as a channel for feedback on service in order that Novell can continually improve the

service you

receive.

Support planning Your SAM will assist you with any planned implementations or migrations by organising resources such as on-site support, Project Support, Scheduled Standby service, Proactive Analysis and potential training needs at your request.

SAM Availability Your Service Account Manager is accessible with direct phone availability during normal business hours.

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Escalation Procedure Should a Service request become critical to your business, authorised contacts should notify the PSE of the technical problem and the Service Account Manager of the business impact. This will ensure that relevant resources from the Novell Support organisation are engaged and that your business is updated regularly on the progress of the service request. The Novell internal escalation procedure for a service request, both on a technical level and on a management level, is represented in the flow-chart below. In most cases, the PSE will be able to co-ordinate all of the relevant people needed to progress a problem to resolution. Where additional escalation assistance is required, the SAM can help facilitate this. In addition, should the PSE and the assigned backup be unavailable for any reason, the SAM will be able to assist in getting an engineer with the relevant skills assigned to the service request.

Novell Support Web Site The Novell Support Web site provides a single source of comprehensive technical information and support options. With daily updates, the Novell Support Web site gives you access to the latest technical information available about Novell products and technologies through technical information documents (TIDs), downloadable files, patches and drivers. The Web site offers natural language, wildcard and boolean searching with answers ranked according to relevance as well as Filefinder for locating patches. Visit http://www.novell.com/support.

Internships The internship program is a program at the Novell Support Centre in Utah, USA. The Partner intern works with backline IDM Technical Services engineers, learning the Novell problem-resolution process by shadowing live troubleshooting phone calls, attending hands-on training and solving real-life problems in a lab environment. The goal of the internship is to increase and improve the engineer's ability to solve and troubleshoot Novell product

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issues. Advance registration is required and is based upon availability of internships run to a schedule. A telephone interview will be set up to assess the engineer's skill level and set the expectations. You can arrange an internship with your Service Account Manager. Attendance of internships is provided free of charge, however partners are expected to cover their own travel expenses.

Quality Standard Certification Novell considers the pursuit of quality and continual improvement to be an ongoing responsibility of every employee in our organisation. In active support of this philosophy, Novell Technical Services pursues certification in the following internationally recognised quality standards:

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Useful Information Suggested Software Toolkit for Field Engineers Minimum OS Patch List:

http://novell.com/support/patches.html

pc-Anywhere (Direct Internet

http://www.symantec.com

connection or via modem) PKIDiag key repair utility

http://support.novell.com/servlet/filedownload/uns/pub/pkidiag2.exe/

SDIDiag key sync utility

http://support.novell.com/servlet/filedownload/uns/pub/sdidiag2.exe/

Ethereal Lan Trace utility

http://ethereal.com/

Configuration file generator

http://support.novell.com/servlet/downloadfile?file=/uns/ftf/fconfig12. exe/

Configuration file analyzer

http://analyzer.npsh.hu/analyzer_en.html

Free Tools

http://www.novell.com/coolsolutions/tools/index.html

Useful Web Site Addresses Novell's Web Site

http://www.novell.com

Novell Update Files

http://www.novell.com/support/patches.html

Novell Connection Magazine

http://www.novell.com/nwc

Novell Users International

http://www.novell.com/nui

Bug reports

http://support.novell.com/additional/bugreport.html

Technical Subscriptions

http://support.novell.com/subscriptions

Product enhancement request

http://support.novell.com/enhancement

Support Lifecycle

http://support.novell.com/lifecycle

Novell Premium Service

http://www.novell.com/services/premium

Novell Support Forums

http://support.novell.com/forums/index.html

Novell Technical Documentation http://www.novell.com/documentation/index.html Developer Collaboration

http://forge.novell.com

Novell Partner Products

http://www.novell.com/partnerguide

Novell Patch Downloads

http://www.novell.com/support/patches.html

Novell Listservers

http://www.novell.com/company/subscribe

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For more information For more information about Novell’s worldwide product training, certification programs, consulting and technical support services, please visit: http://www.novell.com/services/ or http://www.novell.com/support or contact your local Novell sales representative: Australia

1 800 NOVELL

New Zealand

0800 441 671

Hong Kong

(852) 2588 5288

China

(86-10) 839 15151

India

(91) 22 834 2244

Malaysia

(60-3) 7722 6100

Philippines

(632) 849 3878

Singapore

(65) 6395 6888

Novell, Inc.

Taiwan

(886-2) 2737 0946

404 Wyman Street

Thailand

(662) 638 0310

Waltham, MA 02451 USA

05/07 | © 2007 Novell, Inc. All rights reserved. Novell, the logo, the N logo, GroupWise, NetWare and ZENworks are registered trademarks, eDirectory is a trademark and Premium Service is a service mark of Novell, Inc. in the United States and other countries. *All other Third-party trademarks are the property of their respective owners.

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