Cisco ISV1 Services for Novell SUSE Linux Enterprise Server

Transcription

1 Cisco ISV1 Services for Novell Data Sheet Cisco ISV1 Services for Novell SUSE Linux Enterprise Server Simplify support for your data center by using Cisco Unified Computing System hardware with Cisco sourced and supported Novell Software. Product and Independent Software Vendor, 1-Tier (ISV1) Services Ordering and Subscription Registration Cisco sells the Novell SUSE Linux Enterprise Server (SLES) as an original equipment manufacturer (OEM) product with the Cisco Unified Computing System (UCS) under an OEM agreement to help customers build a complete, scalable data center. This arrangement simplifies the customer buying experience and allows customers to purchase their operating system infrastructure directly from Cisco. It also allows customers to contact Cisco for support of both the Cisco hardware and the Novell SLES software product. Customers who already have a direct relationship with Novell have the option to both directly purchase a Novell SLES subscription and support for use on Cisco UCS and receive support from Novell for the product. While these customers may use their Cisco UCS Support contract to open cases with Cisco for issues related to Cisco UCS interoperability with Novell software, they receive Novell product support directly from Novell. Customers who purchase an SLES subscription and services from sources other than Cisco are not entitled to Cisco direct support. Whether purchased from Novell, a Novell reseller, or an OEM supplier, the Novell product is required to be sold with a minimum one-year software subscription and support contract. If purchased through Cisco, Cisco support must be directly attached to the product at the time of sale. Customers and channel partners who cannot attach ISV1 support in the same sales order as Novell SLES will not be allowed to purchase the product through Cisco. For Cisco to deliver a Novell software subscription with the Novell registration code (referred to as the SEULA), Cisco product SKUs for Novell software must include a subscription duration suffix. These suffixes indicate the duration of service attached to the product and are -1A or -3A. The number in the suffix indicates the subscription duration in years. The resulting order includes a Novell software subscription duration that is not reflected in the product price. Since Novell Linux is not sold but provided under a subscription to software updates and 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 5

2 upgrades as well as support, the product SKUs used to deliver Novell Linux have a zero dollar price. The price of the subscription and support is associated to the service that is required with the zero dollar product SKU. The subscription indicated in the product order is purchased through the matching duration of support attached to the order. If the product is -SLES-1A or -SLES-3A (or -1A= or -3A=), the support duration must match the product suffix indicator. An -SLES-1A order indicates the customer is going to order one year of Cisco ISV1 support, and the customer must configure one year of support. An -SLES -3A order indicates the customer is ordering three years of Cisco ISV1 support. Regardless of what suffix is indicated in the product and service SKU, the service is priced and configured in one-year duration increments. Cisco customers must redeem their registration code through the Novell Subscriber Portal. Upon purchase, customers will receive a document that contains a Novell registration code and Novellspecific text and instructions. Customers must be sure to read and follow the process outlined in the document shipped with the registration code to ensure successful Novell activation and subscription registration. The Cisco ISV1 support benefits include: opening support cases with Cisco, downloading software or patch/bug fixes, and access to support documentation on Novell software entitlement. There are no restrictive license keys for Novell, and a customer could download and use the product without registration. They simply would not have access to Cisco Support or Novell Software updates, patches, etc. ISV1 Service Renewal Due to process requirements for SLES software subscription renewal that are incompatible with standard Cisco support renewal processes, customers who have purchased SLES software services through Cisco should not use the standard Cisco support renewal processes when SLES support renewal is needed. Instead customers should reorder the zero dollar product and Cisco service through the product ordering system. To avoid overlap of service, this should be done after the Cisco support for SLES becomes overdue, but before the SUSE subscription expires. This workaround allows Cisco to manufacture new SLES subscription keys that may then be registered with Novell to extend the software subscription for the term of service purchased. This non-standard process requirement is temporary as Cisco investigates options to use standard support renewal processes for SLES subscriptions. ISV1 Service Delivery When SLES is purchased from Cisco, the customer only interacts with a Cisco support team. If Novell support is needed, Cisco will contact and interact with Novell. Although the customer is entitled to direct Novell software downloads and web portal access, the customer is not entitled to direct Novell support. Novell or Other Supplier Supported Licenses Cisco UCS customers are entitled to contact Cisco for Cisco product support using their Cisco UCS Support contract, including issues related to 3rd party product interoperability. This service is not included in Warranty or Warranty Plus. Customers who have SLES purchased from sources other than Cisco or who have their Novell support from Novell or other sources outside of Cisco may not open Novell product support requests with Cisco. Customers who have Novell product subscription licenses and support from Novell or other OEM suppliers need to 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 5

3 purchase a Cisco ISV1 support and software subscription (along with the zero dollar product SKU) to be able to receive support from Cisco. Services Offerings As stated above, Novell SLES ordered through Cisco typically has an SLES-1A or SLES-3A suffix; this suffix indicates the duration of service the customer intends to order 1 or 3 years, respectively. While the product and service SKUs indicate the support duration that will be chosen, services are priced and configured in 1-year increments. Table 1 summarizes Cisco s OEM Novell software products and service descriptions and Table 2 shows the support characteristics. Table 1. Elements of Novell ISV1 OEM Software Sale with Service Product Product License Novell Registration Code Cisco Service Description Product SKU SUSE Linux Enterprise Server No Novell Software and L3 Subscription Level 1 and 2 Service Pricing Table 2. Support Grid for Novell ISV1 Service Products 3rd-Party Subscription Cisco Service Support Contract Type Duration Match SUSE Linux Enterprise Server Software Subscription plus indirect L3 L0 to L3 ISV1 Yes Support Services Request Handling Process The Cisco Technical Assistance Center (TAC) provides L0-2 support and manages Novell in L3 service delivery. Figure 1 shows the call flow for Service Requests (SRs) initiated by customers supported by Cisco. Levels 0-2 SRs are resolved by Cisco TAC. Level 3 SRs are resolved by Novell but managed by Cisco. In general, the only support with whom customers interact are Cisco TAC engineers Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 3 of 5

4 Figure 1. Call Flow for Cisco-Supported Customers Customer Self Service Customer self service is based on the Novell software subscription that is included with the Cisco ISV1 service. In this scenario, the customer goes to the Novell support website for any Novell software updates, upgrades, bug fixes, or information available through the SUSE Knowledge Base. Figure 2 shows the call flow for self-service customers. Cisco and Novell worked together to establish this process of direct Novell software and information access to avoid delays and errors that may be inherent in reposting any outstanding issues to any external hosting site. Figure 2. Call Flow for Self-Service Customers 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 4 of 5

5 Summary of Customer Support Experience Figures 3 summarizes customer service and support interactions. Figure 3. Call Flow for Customers Entitled to Cisco Service ISV1 and Hardware Support ISV1 support does not entitle customer support for any hardware product. There may be situations where the Cisco back office business systems attach ISV1 support to hardware. This may be seen by customers who do not directly attach hardware support to the Cisco UCS products in an order that includes ISV1 supported software. If no hardware service is associated with an order that includes OEM products supported through ISV1, the system will automatically add ISV1 support (at zero dollars cost) to the hardware in the order. This ISV1 service attached to the hardware may not be used for support of the hardware and will be stripped off the hardware by the back office business systems after the order is booked. Service Availability For more information about Cisco Novell ISV1 support, contact your channel partner, Cisco service sales, or account team representative. Printed in USA 06/ Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 5 of 5