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Getting Started with KCS Adoption
Kai AltenfelderCertified KCS Trainer
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EMEA covered locally
by SUSE HQ and
Bremen Support
Center
Americas covered
locally by Oakland office
APAC covered partly by
US out-of-hour and On-
duty-service in EMEA
Headquarters
Outsourcing partner T4H
provides call entry 24x7
US-Office hours EMEA-Office hours EMEAOn-duty service
US after Office hours
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Community Platform Enterprise Platform
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Q1/2003 Q2/2003 Q3/2003 Q4/2003 Q1/20040
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9155 84189946
8664 8910
8113 100448534
7992
10691
Incidents opened via e-mail
Other
Partner Support
Partner
Old Contracts
Software license
Premium Support
Standard Support
Software with
maintenance
Software without
maintenance
Without Code
fiscal quarter
e-m
ail in
cid
en
ts
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517 432292
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268 236 194
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Incidents opened via e-mail
Partner Support
Partner
Old Contracts
Software license
Premium Support
Standard Support
Software with
maintenance
fiscal quarter
e-m
ail in
cid
en
ts
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NovellWe are
…resistance is futile!
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(Peter M. Senge)
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