Please wait, loading page

SUSE Customer Center - Help

Frequently Asked Questions


What is SUSE Customer Center?
Back to top

SUSE Customer Center is the place to manage your purchased SUSE subscriptions, access software updates and get in contact with SUSE Customer Support. The user-friendly interface gives you a central view to all your SUSE subscriptions, allowing you to easily find the information you need. The streamlined registration flow allows you to get faster access to your patches and updates. SUSE Customer Center is designed to provide you with a common platform for your support requests.

How can I be added as an authorized user for my organization in SUSE Customer Center?
Back to top

If you know of an existing administrator in your organization, that administrator can add you as an authorized user. If you do not know your administrator, or are the first authorized user in your organization, please contact entitlements@suse.com.

Who should use SUSE Customer Center?
Back to top

SUSE Customer Center focuses on the following roles within your organization:

  • Purchasers of SUSE products
  • IT managers
  • System administrators
  • Resellers

Anyone responsible for purchasing, installing or updating SUSE products can benefit from SUSE Customer Center. To use the SUSE Customer Center, you need to be given access rights by an administrative user for the organization. If you do not know who this user is, contact your internal support organization. For further details please contact our Entitlements team at entitlements@suse.com.

SUSE Customer Center defines two types of users:

  • Organization administrators control rights for the entire organization. They can add users, grant administrative rights to others, and have administrative rights to all subscriptions for that organization.
  • Entitled users have activated a system by using a subscription owned by the organization or have been granted rights to other subscriptions by a group or organization administrator.

How do I log in to SUSE Customer Center?
Back to top

To access SUSE Customer Center, you need a login account.

  • If you do not have an account, click Create an account and follow the instructions presented.
  • If you do have a Novell Customer Center account, please use its credentials.

To see information about your account or subscription, you either need to register the product or ask an organization administrator to give you access to the information about the organization.

For more information, refer to the SUSE Customer Center User Guide

How can I check my order history?
Back to top

After login, select the Subscriptions tab, click on the small triangle at the right side of the subscription, Details, and Order History.

What happens if I don’t see all my subscriptions in SUSE Customer Center
Back to top

Send an email to entitlements@suse.com and provide us with as many details as you can. We’ll get in contact with you.

How do I submit a service request?
Back to top

Select the Support tab and Create new. If you are unable to create a service request, you have either not been granted Support rights by your administrator, or your organization does not have any Support entitlements. Click on the Organization tab to see a list of Administrators in your organization and request Support access.

How do I add or remove users from SUSE Customer Center?
Back to top

To add a user, either select Manage Users from the Dashboard, or select the Organization tab and then select the Invite New Users tab. Invited users must create an SUSE Customer Center account in order to receive access, and can create an account here.

To remove a user, select the trashcan icon next to the user.

What do Admin rights do?
Back to top

  • Add and remove users.
  • Update Access Level (Admin/User).
  • Update Support Access Level (by clicking on the circular icon under Support Access in the Organization tab).

What happens with my data in Novell Customer Center, and can I continue working with it?
Back to top

All SUSE customer data has been exported from Novell Customer Center to SUSE Customer Center. All SUSE customer data can be found in SUSE Customer Center only.

The existing Novell Customer Center has been replaced by a new version dedicated to Novell and NetIQ products only.

For SUSE customers, the new customer center is SUSE Customer Center.

What happens with the systems I have registered with Novell Customer Center?
Back to top

All your system information will be now available in SUSE Customer Center. There are no changes with your systems. The systems will continue working with the Novell Customer Center credentials.

Do I have to update my systems in order to connect to SUSE Customer Center?
Back to top

No, there is no need to update your existing systems to connect to SUSE Customer Center:

  • If you are using SUSE Linux Enterprise Server 11 SP4, your system info is available in SUSE Customer Center and you will continue to receive updates as today, without a need to upgrade. If you are using SLES 11 SP3 or earlier, a Long Term Support Pack agreement is required to receive full patches and support.
  • If you are using SUSE Linux Enterprise Server 12 without a proxy, you will be automatically connected.
  • If you are using SUSE Linux Enterprise Server 12 in connection with SUSE Manager and/or SMT, you need to update your SUSE Manager and SMT server(s) in order to connect.

What are the changes if I’m a SLE 12 customer?
Back to top

SUSE Customer Center has been fully optimized for SUSE Linux Enterprise 12, which now comes with five optional modules at no extra charge. Some of those packages require a different frequency of updates. SUSE Customer Center now provides module-specific update repositories to adapt to the new structure of SUSE Linux Enterprise Server 12.

In addition, SUSE update repositories will be available at a new location.

  • Old URL: nu.novell.com
  • New URL: updates.suse.com

What if I have SUSE Linux Enterprise 12 and older versions of SUSE Linux Enterprise Server in my data center?
Back to top

All your systems will directly connect to the customer center:

  • If you are using SUSE Linux Enterprise Server 11 SP4, your system info is available in SUSE Customer Center and you will be able to continue to receive updates as today, without a need to upgrade. If you are using SLES 11 SP3 or earlier, a Long Term Support Pack agreement is required to receive full patches and support.
  • If you are using SUSE Linux Enterprise Server 12 without a proxy, you will be automatically connected.
  • If you are using SUSE Linux Enterprise Server 12 in connection with SUSE Manager and/or SMT, you need to update your SUSE Manager and SMT server(s) in order to connect to SUSE Customer Center.

What if I have SUSE Linux Enterprise 12 and SMT in my data center?
Back to top

Customers with SUSE Linux Enterprise Server 12 and SMT need to update their Subscription Management Tool (SMT) server(s) in order to connect to SUSE Customer Center:

  • SMT 11 SP4: Please check out the SMT release notes for further information on updating your server(s).
  • SMT 11 SP3 and earlier: Please update your SMT server to SMT 11 SP4

After the update all your systems will be automatically connected to SUSE Customer Center. The updated SMT server(s) will continue to work as proxy server(s) for all SUSE products.

Please note: In all cases SMT can be rolled back to Novell Customer Center.

What if I have SUSE Linux Enterprise 12 and SUSE Manager in my data center?
Back to top

Customers with SUSE Linux Enterprise Server 12 and SUSE Manager need to update their SUSE Manager server(s) in order to connect to SUSE Customer Center. Updates for SUSE Manager will be available via update repositories soon.

What happens to my SUSE Linux Enterprise Server 11 SP4 and earlier systems once I have updated SUSE Manager and/or SMT?
Back to top

After the update of SMT and/or SUSE Manager there will be no change in connecting to SUSE Customer Center. All systems will be automatically connected to SUSE Customer Center.

What happens if I am an OES customer?
Back to top

All your system data will be in the new Novell Customer Center. No OES information is displayed in SUSE Customer Center.

Please note:

  • If you are using SMT: You need to run a separate SMT server for your OES products in order to connect to the update repositories.
  • If you are using SUSE Manager: SUSE Manager (updated version) will manage both OES and other SUSE products including SUSE Linux Enterprise 12.

What happens if I place a new order?
Back to top

The flow for creating a purchase order has not changed; however, products will be delivered via different customer centers:

  • SUSE Customer Center for SUSE products
  • Novell Customer Center for Novell products
  • NetIQ Customer Center for NetIQ products

What if I have new OEM registration key(s) from a SUSE partner, and what happened to my existing OEM registration keys?
Back to top

If you have a new OEM registration key from a SUSE partner, please go to SUSE Customer Center and activate the key in order to register your system(s), as follows:

  • 1. Log in to SUSE Customer Center.
  • 2. Click Dashboard > Management tool > Manually activate a subscription.

You have the option either to copy and paste a registration code or to upload a list of registration codes and activate them at once.

If you have questions about the OEM process or have issues contact entitlements@suse.com.

How can I get help?
Back to top

Please contact our customer operational teams at entitlements@suse.com for any other questions.

I received a notification saying some of my systems have been re-registered. What does that mean? What do I do now?
Back to top

You'll see this notification if you have de-registered one or more systems on SUSE Customer Center, and these systems continue to use our update repositories. This re-registers the system.

To permanently remove a system from SUSE Customer Center, ensure it is decommissioned or unsubscribed from our update repositories, and then de-register the system on SUSE Customer Center.

You may dismiss this notification once, until another system is re-registered as above, or permanently.

Do you think this notification is in error? If so, please contact our support.