Don't miss the opportunity to interact with key members of the Novell Services team. We are eager to hear from the customers we serve and provide insights to you into our continuous improvement plans aimed at your satisfaction. In this session, you will learn how Novell has worked to maintain our world-class support standards in the face of intense, global economic pressures and challenging industry trends. Take a peek inside the processes of our global support organization, learn about our technological advancements, and provide feedback on our support offerings.

1. Novell Support Revealed
®
An Insider's Peek and Feedback Opportunity

2. Welcome from Novell Support ®
Host:
Dave Cutler
Vice President
Novell Global Technical Services
Panel:
Todd Abney Mike Radford
Director Director
Global Technical Support Global Technical Support
Kenny Bunnell Peggy Evans
Director Support Programs
Processes, Tools,
Systems and Reporting
2 © Novell, Inc. All rights reserved.

3. On the Agenda
Provide clarity around Novell support programs
®
and processes
– Recent technology investments
– Process transformations
– Program modifications
Hear your concerns, gather your feedback for
future plans of action
3 © Novell, Inc. All rights reserved.

4. When You Leave this Session...
• Understand Novell Support's direction, strategies
®
and key support processes
• Have increased confidence in the Novell
commitment to quality
• Know your feedback is valued and be more
motivated to participate in the improvement process
4 © Novell, Inc. All rights reserved.

5. Our Commitment to
Customers and Quality

6. About Novell Support ®
Global support, 24/7/365
Supporting more than Powerful self-support tools
50,000 customers
and partners of every Industry recognized world-class support
size and in virtually
every industry Exceptional enterprise-level services
Commitment to quality
Multi-vendor alliances
6 © Novell, Inc. All rights reserved.

7. Our Mission
7 © Novell, Inc. All rights reserved.

8. Commitment to Quality and
Continual Improvement
Quality certifications
Industry awards
Customer validation
Monitored by real-time systems to measure
progress and drive improvement
8 © Novell, Inc. All rights reserved.

9. Headed in the Right Direction
Overall Satisfaction has
improved 5 points in
one year
Target: 84%
TSE Satisfaction
has improved 2
points in one year
Target: 94%
9 © Novell, Inc. All rights reserved.

10. Just Like You
Meeting Managing
Customer Limited
Needs Resources
Expert resources Technology investments
Fast response Process transformations
24x7 access Program modifications
10 © Novell, Inc. All rights reserved.

11. Support Operation Model Overview
Data Center Level 1
Web-
Standard
Entitlement
Development / Engineering (Level 3)
Priority
Customers
and
Identity
Level 22Escalation Teams
and Self-help Level 1
& Security
Level Escalation Teams
Partners Customer
Service
Rep End User
Level 1
Computing
Premium
Engineer
Assigned, Primary or
Service
Customers Dedicated Support Engineer
and Self-help
Partners
(Service Account Manager)
11 © Novell, Inc. All rights reserved.

12. Direction of Novell Support ®
Automation Support
• Enable Error-to-Solution in
Software Self-Help Support
Assisted Support
• Efficient / Robust Patching
• Novell Support Advisor
• Knowledge Base
• Web-based Chat/Diagnostics
• Proactive Support
• Web-based Remote Control
Notifications • Forums / How-to Videos
• Telephone
• Self-configuration
• E-mail
• Self-healing
• Self-optimizations
• Self-protection
Customers
12 © Novell, Inc. All rights reserved.

13. Chat Support Technology
• Speed resolution with remote diagnostic capabilities
• Eliminate communication barriers
• Maintain customer satisfaction
• Increase support engineer productivity
“Much better than telephone. No trouble understanding
accents, no cauliflower ear and I can work on other
machines while chat session is open”
– Novell Customer
13 © Novell, Inc. All rights reserved.

14. Novell Support Advisor ®
• Provide an automated, self-help tool for
diagnosing systems and applications in an local
and secure way
• Demonstrate high customer adoption and reuse
• Reduce service requests and support costs
through need for direct support, reduce support
costs through call deflection
14 © Novell, Inc. All rights reserved.

15. Novell Support Advisor ®
1 When started, NSA retrieves 2 User discovers and securely 3 Support Diagnostic Patterns
new and updated Support collects system data used in are utilized to identify potential
Diagnostic Patterns diagnostic analysis problems and to provide
(diagnostic logic) from Novell solutions
Local Customer Environment
4 User can apply solution(s) to 5 Feedback can optionally be 6 Novell refines existing Support
resolve the issues and/or re-run sent back to Novell to help Diagnostic Patterns or creates
NSA to determine whether refine the diagnostic and new SDP for release to NSA
problem still exists solution logic client channel
Local Customer Environment
15 © Novell, Inc. All rights reserved.

16. “Crit Sit” Process
1 Critical problem identified (by anyone) and validated by
Service Account Manager (SAM)
2
Crit Sit owner initiates account stakeholders meeting to
develop customer management, technical resolution,
and internal communication plans
3 Executive leadership, BUs, Sales, Services, etc.
notified by SAM or Support Manager
4 Resolution expedited with regular internal review and
follow up
16
5 Crit Sit review to ensure continuous improvement for
both Novell and the customer
© Novell, Inc. All rights reserved.

17. Increased Maintenance Benefits
Upgrade Protection
and Product Updates
+
Unlimited Technical
Support
+
On-demand Training
17 © Novell, Inc. All rights reserved.

18. Partner With Us
• Participate in our surveys
– Post-SR survey: 2-3 minute survey regarding SR
– Bi-annual survey: regarding support and other areas of Novell
– Ad-hoc: regarding programs, offers, etc.
• Provide feedback via the web
– “Talk to a Support Manager” Forum
http://forums.novell.com/novell-product-support-forums/talk-novell-technical-services-manager/
– Send an e-mail to support_feedback@novell.com
• Communicate directly with the Services team
– Support Center Manager
– Service Account Manager
– Local Service Executive
18 © Novell, Inc. All rights reserved.

20. Unpublished Work of Novell, Inc. All Rights Reserved.
This work is an unpublished work and contains confidential, proprietary, and trade secret information of Novell, Inc.
Access to this work is restricted to Novell employees who have a need to know to perform tasks within the scope
of their assignments. No part of this work may be practiced, performed, copied, distributed, revised, modified,
translated, abridged, condensed, expanded, collected, or adapted without the prior written consent of Novell, Inc.
Any use or exploitation of this work without authorization could subject the perpetrator to criminal and civil liability.
General Disclaimer
This document is not to be construed as a promise by any participating company to develop, deliver, or market a
product. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in
making purchasing decisions. Novell, Inc. makes no representations or warranties with respect to the contents
of this document, and specifically disclaims any express or implied warranties of merchantability or fitness for any
particular purpose. The development, release, and timing of features or functionality described for Novell products
remains at the sole discretion of Novell. Further, Novell, Inc. reserves the right to revise this document and to
make changes to its content, at any time, without obligation to notify any person or entity of such revisions or
changes. All Novell marks referenced in this presentation are trademarks or registered trademarks of Novell, Inc.
in the United States and other countries. All third-party trademarks are the property of their respective owners.