How to get support contact?

SUSE Customer Center
1

Hi!

How do I get a support contact?

Situation: I have a PoC installation in a closed environment, so no download from the internet possible, I need a package (patch) that’s missing on the original ISO image, but the download is restricted (at least for my user). I am not familiar with subscription rules etc, I have a user on the novell network, I have access to hundreds of registration keys for our company, but cannot download that one patch (https://download.suse.com/Download?buildid=pGcQoA0K6jQ~#) - I guess it’s a permission issue with my user, so I need someone supporting me/us to a least figure out what or how to fix that!

How do I do this? every search leads me to either suse or novell sites (never knowing why to which), contact info https://www.suse.com/ContactsOffices/contacts_offices.jsp seems wrong (numbers don’t exist? are these US number? no international prefix!), send a request by form last week and got no answer whatsoever until now.

any help appreciated, I’m getting a little desperate (and annoyed)

regards
Martin

2

Martin,

first of all, you should contact your sales representative who set up the PoC in your environment and ask for help.

If you already have SUSE systems running, how do they get updates and patches ? There’s probably an SMT server somewhere,
acting as a download mirror. See
https://www.suse.com/documentation/suse_manager/singlehtml/book_susemanager_install/book_susemanager_install.html#s1-disconnected-setup
for instructions how to connect SUSE Manager to an SMT instance.

3

Hi!

[QUOTE=kwk;30041]
first of all, you should contact your sales representative who set up the PoC in your environment and ask for help.[/QUOTE]

Maybe I didn’t express that properly: I have set up (or try to) a Proof of Concept for a Customer (SLES for SAP, SAP HANA, HA Cluster) in a closed environment.

[QUOTE=kwk;30041]
If you already have SUSE systems running, how do they get updates and patches ? There’s probably an SMT server somewhere,
acting as a download mirror. See
https://www.suse.com/documentation/suse_manager/singlehtml/book_susemanager_install/book_susemanager_install.html#s1-disconnected-setup
for instructions how to connect SUSE Manager to an SMT instance.[/QUOTE]

I don’t get patches there yet, I have not registered that systems yet, I need the setup to try experiment and test for us and the customer.
We don’t have an SMT. If that’s the way to go just for TESTING if I want to evaluate if an installation will be used AT ALL? that much effort just for trying? This is not mocking, I am just not at all familiar with SuSE subscriptions at all!

regards
Martin

PS: our company has mostly other distributions in use, with SAP/HANA we are going to install quite some more SLES machines, I am just the poor guy who got to do a setup without knowing all the sales/subscriptions/policy/… stuff, either with SuSE as well as our company …

4

On 10/20/2015 04:24 AM, diheim wrote:[color=blue]

How do I get a support contact?[/color]

Talk to your/an account representative, typically. They may also be
authorized to give you an otherwise-restricted patch for your evaluation
purposes.
[color=blue]

Situation: I have a PoC installation in a closed environment, so no
download from the internet possible, I need a package (patch) that’s
missing on the original ISO image, but the download is restricted (at
least for my user). I am not familiar with subscription rules etc, I[/color]

I presume you need the patch to resolve one of the issues associated with
it, such as:

  • SAPHanaSR fails to detect remote site name if site names are substring
    of another remote site name like SLE and SLEDR. (bsc#939039)
  • SAPHanaSR together with DAA-SAP-Instance does not work as expected.
    (bsc#935755)
  • SAPHanaSR fails to work with multi tenant databases. (bsc#936387)
  • Leaving Node Maintenance stops HANA Resource Agent. (bsc#919925)
    [color=blue]

How do I do this? every search leads me to either suse or novell sites
(never knowing why to which), contact info
https://www.suse.com/ContactsOffices/contacts_offices.jsp seems wrong[/color]

At the top of the page is a drop-down; change it from ‘United States’ to
your country and see if that helps.

–
Good luck.

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5

Finally, problem was solved: I got a call from a sales representative who found there was an internal sync error with the customer database, so my user had not all rights/permission it should have.
Download of restricted patches works now as it should, testing is going on :slight_smile:

Thanks for the other hints, I will look into those!

Martin