Support tier fixed by Subscription type and Transaction Document: Standard 12x5, Priority 24x7
Catalog row in Vendor License Rules · Cited
- Kind
- Support
- Statement
- Subscription Terms (July 2026) §5.2: the level of Technical Support Services is set by the type of Subscription and the tier in the Transaction Document, as described in the Technical Support Handbook valid at purchase. Handbook: Standard Entitlement covers 12 hours a day, 5 days a week, with a 2 business hour target initial response for Severity 1; Priority Entitlement covers 24x7 with a 1 hour target for Severity 1.
- Applies when
- Choosing between Standard and Priority Subscriptions.
- Applies to
- All SUSE Subscriptions with Technical Support Services
- Related programs