Knowledge Partner
Knowledge Partner
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Upcoming support changes

Thought this was interesting (so I guess my previous comments about Oracle and others requirement a contract to even access the KB are now going to be directed to Novell as well):

Update on Patch, Service Pack, & Support Knowledgebase Access for Customers

To further encourage more customers to take advantage of the comprehensive benefits a maintenance contract provides, Novell is announcing that as of November 15, 2009, maintenance or subscription authorization will be required to access service packs and patches (excluding stand-alone security patches) for most Novell products. In early 2010, we will extend this initiative to include Technical Information Documents (TIDs) in the Novell Support Knowledgebase for products in the general support phase of the product lifecycle. For details on this policy–as well as a list of products not subject to its provisions–please consult the resources listed below.
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185 Replies
Knowledge Partner
Knowledge Partner

Re: Upcoming support changes

Thanks for the heads up...

Personally I think that's a cr*p decision (excuse my French)... I can understand the bit for patches and updates **for non open source** commercial products..

Especially this bit : "..Technical Information Documents (TIDs) in the Novell Support Knowledgebase for products in the general support phase of the product lifecycle'..", that's the worst part of it.

The possibility of self help is a definite plus and one that's keeping Novell products running. Especially with (relatively) new products like OES2, ZCM, etc.
Restricting access to the TIDs (and documentation possibly??) will create another hurdle enough folks will not be willing to take. Those interested in the products might loose interest. What good will this do?
Trying to shove maintenance down one's thought for basic level support is not a good way to flirt with potential (and existing) customers.

Novell, wake up! You are not stimulating 'the executive' to get maintenance with this.... you are hitting the support engineers & sysadmins right on the head. You know... the ones keeping your products shiny?!

Someone in management/sales probably woke up and had this brilliant idea?!

... You'd think some lessons have been learned!?
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Anonymous_User Absent Member.
Absent Member.

Re: Upcoming support changes

kjhurni,

> Update on Patch, Service Pack, & Support Knowledgebase Access for
> Customers
>
> To further encourage more customers to take advantage of the
> comprehensive benefits a maintenance contract provides, Novell is
> announcing that as of November 15, 2009, maintenance or subscription
> authorization will be required to access service packs and patches
> (excluding stand-alone security patches) for most Novell products. In
> early 2010, we will extend this initiative to include Technical
> Information Documents (TIDs) in the Novell Support Knowledgebase for
> products in the general support phase of the product lifecycle. For
> details on this policy–as well as a list of products not subject to its
> provisions–please consult the resources listed below.
>
>



What an incredibly stupid move.

"Doctor, the patient is dangerously weak from blood loss! What should
we do?"
"Let's try leeches."
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Anonymous_User Absent Member.
Absent Member.

Re: Upcoming support changes

DougB wrote:
> kjhurni,
>
>> Update on Patch, Service Pack, & Support Knowledgebase Access for
>> Customers
>>
>> To further encourage more customers to take advantage of the
>> comprehensive benefits a maintenance contract provides, Novell is
>> announcing that as of November 15, 2009, maintenance or subscription
>> authorization will be required to access service packs and patches
>> (excluding stand-alone security patches) for most Novell products. In
>> early 2010, we will extend this initiative to include Technical
>> Information Documents (TIDs) in the Novell Support Knowledgebase for
>> products in the general support phase of the product lifecycle. For
>> details on this policy–as well as a list of products not subject to its
>> provisions–please consult the resources listed below.
>>
>>

>
>
> What an incredibly stupid move.
>
> "Doctor, the patient is dangerously weak from blood loss! What should
> we do?"
> "Let's try leeches."

Unbelievable. I just hope they change this self-destructive decision...
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hspeirs Absent Member.
Absent Member.

Re: Upcoming support changes

kjhurni,

> To further encourage more customers to take advantage of the
> comprehensive benefits a maintenance contract provides, Novell is
> announcing that as of November 15, 2009, maintenance or subscription
> authorization will be required to access service packs and patches
> (excluding stand-alone security patches) for most Novell products. In
> early 2010, we will extend this initiative to include Technical
> Information Documents (TIDs) in the Novell Support Knowledgebase for
> products in the general support phase of the product lifecycle. For
> details on this policy–as well as a list of products not subject to its
> provisions–please consult the resources listed below.


You have to be ******* kidding me ?? Who's braindead idea was this ?

H.
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shaunpond Absent Member.
Absent Member.

Re: Upcoming support changes

Kjhurni,

> include Technical
> Information Documents (TIDs)
>

that should be "include *some* TIDs..."

--

Shaun Pond


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naomi371 Absent Member.
Absent Member.

Re: Upcoming support changes

So, Novell is now part of Microsoft's sales department?

kjhurni wrote:
> Thought this was interesting (so I guess my previous comments about
> Oracle and others requirement a contract to even access the KB are now
> going to be directed to Novell as well):
>
> Update on Patch, Service Pack, & Support Knowledgebase Access for
> Customers
>
> To further encourage more customers to take advantage of the
> comprehensive benefits a maintenance contract provides, Novell is
> announcing that as of November 15, 2009, maintenance or subscription
> authorization will be required to access service packs and patches
> (excluding stand-alone security patches) for most Novell products. In
> early 2010, we will extend this initiative to include Technical
> Information Documents (TIDs) in the Novell Support Knowledgebase for
> products in the general support phase of the product lifecycle. For
> details on this policy–as well as a list of products not subject to its
> provisions–please consult the resources listed below.
>
>

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Knowledge Partner
Knowledge Partner

Re: Upcoming support changes

Here's the full email in case I read it wrong.

But it said "Update on Patch, Service Pack, & Support Knowledgebase Access for Customers".



Valued Partner,

We continue to look for opportunities that enable you to increase the profit potential of your Novell business. Earlier this year, we began requiring the purchase of maintenance with product licenses. This provides you an additional revenue stream while ensuring that your customers have access to the award-winning support services, training resources, version upgrades and other benefits that maintenance delivers.

Update on Patch, Service Pack, & Support Knowledgebase Access for Customers

To further encourage more customers to take advantage of the comprehensive benefits a maintenance contract provides, Novell is announcing that as of November 15, 2009, maintenance or subscription authorization will be required to access service packs and patches (excluding stand-alone security patches) for most Novell products. In early 2010, we will extend this initiative to include Technical Information Documents (TIDs) in the Novell Support Knowledgebase for products in the general support phase of the product lifecycle. For details on this policy–as well as a list of products not subject to its provisions–please consult the resources listed below.

Increasing Value and Opportunity for You!

This policy not only provides continued value to your customers who have already chosen to purchase maintenance with their products, but also creates a purchase incentive for those customers who would be well-served by having access to a continuous stream of value-added patches, service packs, and knowledgebase assets, as well as the comprehensive benefits a maintenance contract provides.

With this exclusive benefit for maintenance customers in your arsenal, you:

* Now have an excellent opportunity to contact and re-engage dormant customers
* Can more easily facilitate renewals—and capitalize on revenue and service opportunities related to product upgrades in the process
* Now have another compelling reason to promote a variety of maintenance-related offers valid through October 31, 2009–located on the product home pages of Novell.com

We will be informing non-maintenance customers of this policy on September 24, 2009. The resources below will help you address questions and capitalize on leads generated by this advanced notification.

Where Can You Learn More?

To provide you with a chance to ask questions and get additional details on this policy, join us for a live sales enablement webcast on Tuesday, September 22 at 11:00 a.m. ET. You can join this webcast by clicking here at the appointed time.

PartnerNet Community Resource Page

You can also visit Novell Login to access comprehensive information regarding this policy, including a detailed FAQ, collateral on the value of maintenance, slides you can use to communicate this policy with your customers, and much more!

We invite to take advantage of this new policy and see it as an excellent opportunity to build your business while delivering even greater levels of satisfaction and value to your customers.

Sincerely,

John Dragoon
Senior Vice President, Chief Marketing Officer & Channel Chief
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Knowledge Partner
Knowledge Partner

Re: Upcoming support changes

spond;1858207 wrote:
Kjhurni,

> include Technical
> Information Documents (TIDs)
>

that should be "include *some* TIDs..."

--

Shaun Pond


Just quoting what was sent, although if they made a typo/boo-boo, then they should re-send a corrected email, IMO.
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lcurrie Absent Member.
Absent Member.

Re: Upcoming support changes

Seems that digital tv and computer software have something in common.

Subscription based....

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shaunpond Absent Member.
Absent Member.

Re: Upcoming support changes

Kjhurni,

it's more that it's not being said, but it should be...

--

Shaun Pond


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Knowledge Partner
Knowledge Partner

Re: Upcoming support changes

spond;1858234 wrote:
Kjhurni,

it's more that it's not being said, but it should be...

--

Shaun Pond


Thanks Shaun!

I guess I have mixed feelings about the patches. Even for the SLES/OES stuff. But that's just me. I think all the patches (not talking about product upgrades) should be available, regardless. Only because I don't think MS does this (although you have that annoying license check to make sure you're not using a pirated license).

The KB is annoying (but as you mentioned it's only for certain TID's, although I'm not sure why or how that benefits anyone really). Annoy a customer who didn't buy maintenance and they'll just drop the product all together and switch to MS.

IMHO of course.
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Anonymous_User Absent Member.
Absent Member.

Re: Upcoming support changes

Or I'll have to move to Windows even faster!
"homebrewer" <homebrewer@myrealbox.com> wrote in message
news:XnNsm.10546$7G7.3563@kovat.provo.novell.com...
> DougB wrote:
>> kjhurni,
>>
>>> Update on Patch, Service Pack, & Support Knowledgebase Access for
>>> Customers
>>>
>>> To further encourage more customers to take advantage of the
>>> comprehensive benefits a maintenance contract provides, Novell is
>>> announcing that as of November 15, 2009, maintenance or subscription
>>> authorization will be required to access service packs and patches
>>> (excluding stand-alone security patches) for most Novell products. In
>>> early 2010, we will extend this initiative to include Technical
>>> Information Documents (TIDs) in the Novell Support Knowledgebase for
>>> products in the general support phase of the product lifecycle. For
>>> details on this policy-as well as a list of products not subject to its
>>> provisions-please consult the resources listed below.
>>>
>>>

>>
>>
>> What an incredibly stupid move.
>>
>> "Doctor, the patient is dangerously weak from blood loss! What should
>> we do?"
>> "Let's try leeches."

> Unbelievable. I just hope they change this self-destructive decision...



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Anonymous_User Absent Member.
Absent Member.

Re: Upcoming support changes

Right on.
"Mary Wood" <naomi37@hotmail.com> wrote in message
news:HLNsm.10549$7G7.5763@kovat.provo.novell.com...
> So, Novell is now part of Microsoft's sales department?
>
> kjhurni wrote:
>> Thought this was interesting (so I guess my previous comments about
>> Oracle and others requirement a contract to even access the KB are now
>> going to be directed to Novell as well):
>>
>> Update on Patch, Service Pack, & Support Knowledgebase Access for
>> Customers
>>
>> To further encourage more customers to take advantage of the
>> comprehensive benefits a maintenance contract provides, Novell is
>> announcing that as of November 15, 2009, maintenance or subscription
>> authorization will be required to access service packs and patches
>> (excluding stand-alone security patches) for most Novell products. In
>> early 2010, we will extend this initiative to include Technical
>> Information Documents (TIDs) in the Novell Support Knowledgebase for
>> products in the general support phase of the product lifecycle. For
>> details on this policy–as well as a list of products not subject to its
>> provisions–please consult the resources listed below.
>>


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naomi371 Absent Member.
Absent Member.

Re: Upcoming support changes

This is just driving me a little crazy. No, a lot crazy.

I like Novell software. It works well and I would like to keep it. I
wouldn't even mind buying a maintenance contract, but give me a year to
get it in my budget, and don't make it cost the earth.

But Novell has never cared a particle about my company's being a
customer. That's why we're "dormant." Nobody in or around Novell cared
to offer us a contract - or a contact, or even an attempt to maintain a
partnership with the VAR I used to call for support.

Urg. I'm not a ranter, so I'm sure you're all disappointed; but this
just feels like "I've been loyal all this time, defended your software
to those here who wanted the other guys' - and you've treated me like
garbage all the while - and now this."

Pass the tissues.

kjhurni wrote:
> Thought this was interesting (so I guess my previous comments about
> Oracle and others requirement a contract to even access the KB are now
> going to be directed to Novell as well):
>
> Update on Patch, Service Pack, & Support Knowledgebase Access for
> Customers
>
> To further encourage more customers to take advantage of the
> comprehensive benefits a maintenance contract provides, Novell is
> announcing that as of November 15, 2009, maintenance or subscription
> authorization will be required to access service packs and patches
> (excluding stand-alone security patches) for most Novell products. In
> early 2010, we will extend this initiative to include Technical
> Information Documents (TIDs) in the Novell Support Knowledgebase for
> products in the general support phase of the product lifecycle. For
> details on this policy–as well as a list of products not subject to its
> provisions–please consult the resources listed below.
>
>

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