Support

Support Registration

Installation support is only delivered to registered users.
In case registration on the website does not work, please send an email to support@open-slx.com.

Phone (Supporthotline)

Germany: +49 911 89460303
(Tuesday and Thursday from 13:00 to 17:30 CET)

Austria +49 911 89460303
(Tuesday and Thursday from 13:00 to 17:30 CET)

Switzerland: +49 911 89460303
(Tuesday and Thursday from 13:00 to 17:30 CET)

Great Britain and Ireland: +44 203 0025943
(Thursday from 12:00 to 16:30 GMT)

USA und Canada: +1 404 5854269
(Thursday from 8:00 a.m. to 12:00 noon EST)

other countries EMEA (support is delivered in english only): +44 203 0025943
(Thursday from 13:00 to 17:30 CET)

Note: Support hotlines are unavailable on the following local public holidays: 31.12 until 12.00 CET, 1 January, Easter Monday (April 13 in 2009), 1 May, 8 May, 5-6 July, 28 September, 28 October,last monday of October, 17 November, 24-26 December.

Fax (voluntarily)

All faxes received are only accepted, in case email and phone support was not possible.
+49 911 89460304

Letter (voluntarily)

All letters received are only accepted, in case email and phone support was not possible.

open-slx gmbh
- Installation Support -
Einsteinring 7
90453 Nürnberg
Germany

Service Catalog

Initial installation and upgrade of the base system

Installation on a typical standalone PC (no RAID configuration)
Installation on a laptop (no PCMCIA configuration)
Upgrade of the base system from the direct predecessor version

Hardware requirements

Installation on a single-processor/multi processor system with not more than 1 CPU (Pentium I or higher)
Problems with SMP kernel on single-processor systems (hyperthreading and/or multi core)
BIOS configuration/ changing BIOS settings, at best effort*

Supported installation media

Installation from an internal ATAPI CD-ROM or DVD drive
Installation from a remote CD-ROM drive, at best effort*

Partitioning support

Partitioning of a hard disk with one additional operating system during the initial installation with YaST2, provided enough free space (at least 3 GB) is available or can be created with the YaST2 partitioning tool.
Creation of the partitions /, swap and /boot (if necessary)
Creation of additional Linux partitions
Support for resizing a single Windows partition that covers the entire hard disk, if resizing can be done with YaST2
Partitioning of a hard disk with not more than one additional operating system
Support for creating a partition on more than one hard disk

Package management and software installation

Support for the software selection “Standard System”
Support for other software selections
Installation of applications from the installation media using YaST2
Installation of bug fixes and security updates via online update
Manual installation of bug fixes and security updates
Kernel updates (only official SUSE update RPMs for the respective distribution)

Supported installation targets

Installation on the first (hda) or second IDE hard disk (hdb) in an IDE-only system, the hard disks being connected directly to the IDE bus as primary devices
Installation on the first or second SATA hard disk on a supported PCI SATA controller in a system with no other hard disks (like IDE or SCSI)
Installation on Linux partitions (ext2 or reiser), created with Linux fdisk or YaST

Configuration of the boot loader

Configuration of the GRUB boot loader in the Master Boot Record (MBR) of the first hard disk without modification of the BIOS mapping using the standard kernels or official kernel update
Entry of the kernel parameters in the boot loader configuration
Dual-boot installation with Windows, limited to Linux Support

Setup of the graphical user interface

Configuration of X11 with a monitor detected by YaST2 (or VGA, 75Hz)
- No 3D hardware acceleration
- Standard resolution 1024 x 768 or 1280 x 1024
- Standard color depth: 16-bit
- Framebuffer in the event of problems
Configuration of internal laptop display

Integration of input devices

Configuration of a two or three button mouse (PS/2 or USB)
Configuration of the touchpad
Configuration of an external mouse on a laptop
Integration of a standard keyboard (PS/2 or USB)

Support for the configuration of the Internet connection

Basic configuration of an Internet connection with a supported PCI ISDN card
Basic configuration of an Internet connection with an external serial modem (not USB)
Basic configuration of a DSL Internet connection (pppoe only) through a supported PCI network adapter (no routing/masquerading)
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 the proper loading of the kernel module and the correct local network settings.
Configuration of a DSL Internet connection on a system with more than one network adapter
Basic configuration of a cable modem Internet connection through a supported PCI network adapter
Configuration of an e-mail client for collecting mail from a POP3 account (only Evolution and KMail). Fault analysis is limited to checking of the proper settings in the e-mail client.

Integration of additional hardware

Analysis of resource conflicts
Elimination of resource conflicts in PCI-only systems
Basic configuration of a supported PCI sound card
Basic configuration of a supported WLAN adapter, at best effort*
Basic configuration of a locally attached (USB or parallel port) compatible printer with YaST2
Integration of compatible USB storage device

Support for system administration

Setup of system time
Creation and administration of users

Configuration of networks and network services (client only)

Simple routing/masquerading (1 gateway)