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OpenSuSE 11.1 Quick Start Guide
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12.6 Support for openSUSE

Useful support information for openSUSE is available in a number of sources.

If you encounter problems with the installation or use of openSUSE that you are unable to solve, our experienced support staff can offer practical assistance with the free installation support for registered releases. Nearly all common customer problems can be eliminated quickly and competently. You can use the extensive support offered through the community as well.

12.6.1 Free Installation Support

Our free installation support is provided for a period of 90 days following the activation of your registration code or following the release of the next version. If you cannot find an answer to your question in any of the available information sources, we will gladly provide assistance for the following issues:

  • Installation on a typical home user system or laptop equipped with a single processor, at least 512 MB RAM, and 3 GB of free hard disk space.

  • Resizing of one Windows partition that occupies the entire hard disk.

  • Dual-boot installation with Windows, limited to Linux Support.

  • Installation of a local ATAPI CD or DVD drive.

  • Installation from a remote CD/DVD drive

  • Installation on the first or second hard disk in an IDE-only system (/dev/sda or /dev/sdb) or supported S-ATA system, excluding RAID.

  • Integration of a standard keyboard and standard mouse.

  • Configuration of the graphical user interface (without the hardware acceleration feature of the graphics card).

  • Installation of the boot manager in the MBR of the first hard disk without modifying the BIOS mapping.

  • Setup of Internet access with a supported PCI ISDN card or external serial modem (not USB). Alternatively, setup of DSL based on PPPoE with a supported NIC.

  • Basic configuration of a supported WLAN adapter.

  • Basic configuration of an ALSA-supported PCI sound card.

  • Basic configuration of a locally-attached compatible printer with YaST.

  • Basic configuration of an IDE CD writer for use with k3b (CD burning application) without changing the jumper setting.

  • Configuration of a supported PCI ethernet card for LAN access with either DHCP (client) or static IP. This does not include the configuration of the LAN or any other computers or network components. It also does not cover the configuration of the computer as a router. Fault analysis is limited to checking for proper loading of the kernel module and the correct local network settings.

  • Configuration of an e-mail client (Evolution or KMail) for collecting mail from a POP3 account. Fault analysis is limited to checking for proper settings in the e-mail client.

  • Support for the package selection GNOME Desktop or KDE Desktop.

  • Upgrade from the previous version of the product.

  • Kernel updates (only official Novell update RPMs).

  • Installation of bug fixes and security updates from the official update server using online update or the manual method.

For a detailed listing of the subjects covered by the free installation support, check http://support.novell.com/products/suselinux/support_overview.html.

In case you are not sure if your support is covered, please do not hesitate to give us a call. We are happy to assist.

Contact Information for Free Installation Support

Reach our support staff under the following links and phone numbers. Our installation support is offered through call back. After your problem description our staff either tries to call you back in the next 2 hours or arrange a time for a call back.

  • http://support.novell.com/eService

  • United States and Canada: Phone: +1-800-796-3700 (Monday through Friday from 04:30 a.m. to 12:00 noon EST)

  • Germany, Austria, Switzerland: Phone: +49 (0)911-9900-6000 (Monday through Friday from 10:30 to 18:00 CET)

  • UK: Phone: +44-1344-326-666 (Monday through Friday from 09:30 to 17:00 GMT)

  • All other countries (English only): Phone: +44-1344-326-666 (Monday through Friday from 10:30 to 18:00 CET)

For the most recent contact information, refer to http://support.novell.com/products/suselinux/contact.html.

Important Notes

  1. Free installation support is offerd to customers with a valid, activated registration code. You can activate your registration code at http://www.novell.com/usersupport.

  2. The registration code is not transferable to another person.

  3. The free support covers the initial installation on one computer. Refer to our Web site for further information http://support.novell.com/products/opensuse/support_overview.html.

Contact Recommendations

We recommend to use http://support.novell.com/eService to open a service request and to provide us with the relevant information like problem description and log files. It helps us to avoid misspelled commands, links, or directory names, which often cause frustrating problems and are particularly common during phone conversations. You will receive a reply soon providing a practical solution.

12.6.2 Advanced Support

Please be aware that the phone numbers may change during the sales cycle of openSUSE 11.1. Find current numbers as well as a detailed listing of the subjects covered by the Support Service at http://www.novell.com/usersupport.

NOTE: Note

While our expert staff will do their best to provide top-quality support in a reasonable way, we cannot guarantee a workable solution.

12.6.3 Preparing a Support Request

We endeavor to help you as quickly and precisely as possible. The effort and time needed is considerably reduced if the question is formulated clearly. Please have answers to the following questions ready before contacting us:

  1. Which program and version are you using? During which process does the problem occur?

  2. What exactly is the problem? Try to describe the error as precisely as possible, using phrases with words such as when (for example, When X is pressed, this error appears).

  3. What hardware do you use (graphics card, monitor, printer, ISDN card, etc.)? You can get this information from the YaST Hardware Information module.

Detailed documentation can be found in manuals, online help, and the Support Database. These comprehensive documentation of openSUSE gives guidance to solve a variety of problems. The SUSE Help Center on your desktop provides additional information about installed packages, the vital HOWTOs, and info pages.

You can access the latest Support Database articles online at http://www.novell.com/usersupport or access the community Support Database at http://en.opensuse.org/SDB. The Support Database, one of the most frequently used databases in the Linux world, offers our customers a wealth of analysis and solution approaches. You can retrieve tested solutions using the keyword search, history function, or version-dependent search.

OpenSuSE 11.1 Quick Start Guide
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