Why SUSE Sovereign Premium Support
When you need us, we're available 24/7 with SUSE Sovereign Premium Support. Designed for European Union customers and partners seeking sovereign support, this offering lets you tailor the service to your needs through multiple available tiers.
01
Access to EU-Based Premium Support Resources
Direct access to a named EU-based Premium Support Engineer and Service Delivery Manager, with tiered service levels tailored to your needs.
02
Enhanced Customer Support Data Control
Role-based access (limited to EU-based Premium Support Engineers and Service Delivery Managers) and encrypted troubleshooting data help meet data sovereignty requirements.
03
Accelerated Issue Resolution and Uptime
Premium Support minimizes downtime for mission-critical or sensitive workloads.
04
Proactive Collaboration
Your named Premium Support team will possess comprehensive knowledge of your infrastructure to provide a personalized service and make improvement recommendations.
What SUSE Sovereign Premium Support Includes
Choose the tier that meets your requirements
|
|
Sovereign Premium Silver |
Sovereign Premium Gold |
Sovereign Premium Platinum |
|---|---|---|---|
|
Enhanced Data Control with Encryption |
EU-stored customer support data |
EU-stored customer support data |
EU-stored customer support data |
|
Tailored Operational Models |
L1–L2 by EU-based engineers |
L1–L2 by EU-based engineers |
L1–L2 by EU-based engineers |
|
Service Requests per Year |
30 |
150 |
Unlimited |
|
Hours of Named Engineer Access per Year |
180 |
500 |
Exclusive |
|
Target Response Times: Severity 1* |
60 minutes |
30 minutes |
15 minutes |
|
Access to Service Delivery Manager (SDM) |
Yes |
Yes |
Yes |
|
Access to Support |
09.00 to 17.00 (local time) |
09.00 to 17.00 (local time) |
09.00 to 17.00 (local time) |
|
On-site Days |
— |
4 / year |
8 / year |
|
Scheduled Standby Hours** |
— |
16 |
16 |
Support level delivery descriptions
Level 1 (L1): Problem determination by diagnosing configuration issues, break-fix installation assistance, usage support, ongoing maintenance, and troubleshooting.
Level 2 (L2): Problem isolation and duplication, providing a resolution for problems not resolved by L1 support which may include reasonable workarounds.
Level 3 (L3): Problem resolution at a code level which may include configuration changes, implementation of a workaround, or providing a software patch (a resolution is not possible in all circumstances).
* Target response times for Sev2 - Sev4 are outlined in onboarding with Premium Service Delivery Manager
** Scheduled Standby is for preplanned critical after-hours support per year; scheduled 2 weeks in advance; used in 4-hour blocks
Key Use Cases for SUSE Sovereign Premium Support
Regulated & Compliance-Driven Organizations
Ideal for sectors like government, healthcare, and finance that require strict data residency, privacy, and compliance with EU regulations.
Businesses with High-Sensitivity Workloads
Supports mission-critical environments where downtime or delays are not an option, ensuring stability and rapid resolution.
Companies Needing Dedicated, Local Expertise
Provides consistent access to EU-based support engineers who understand your infrastructure and offer proactive guidance.
Teams Focused on Long-Term Sovereignty & Control
Designed for organizations aiming for digital independence, operational resilience, and a future-proof support structure within regional boundaries.
Implema | Peter Wiotti | Business Area Manager, Technology Implema
Frequently Asked Questions
What is SUSE Sovereign Premium Support?
SUSE Sovereign Premium Support is SUSE’s most comprehensive support service for customers and partners looking for a support offering that is sovereign in the European Union. It is a cross-portfolio offering designed for enterprises that require a sovereign, personalized and proactive approach to supporting their SUSE environments.
Will support always be based in the EU?
All Premium Support Engineers and Service Delivery Managers will be based in the EU. Customer support data is stored on EU-located networks and servers. Any data provided for troubleshooting is encrypted and accessible only by EU-based personnel. When non-EU L3 support engineers need to be involved in support delivery, customer-specific information will be redacted.
Is SUSE Sovereign Premium Support available for customers outside of the EU?
SUSE Sovereign Premium Support is designed for customers around the world who require an offering that is sovereign in the EU.
What is the difference between SUSE Sovereign Premium Support and SUSE Premium Support?
SUSE Sovereign Premium Support provides additional features to satisfy digital sovereign requirements.