SUSE MASTER AGREEMENTS

Last review: 2023-02

Volume License Agreement Program

Eligible organizations

There are various volume licensing offers (special pricing) available for different types of organizations:

The federal government (VLA-FED)

Recognized non-profit organizations (VLA-NPG)

Schools or academic institutions (VLA-ED)

Academic hospitals and public libraries (VLA-ED)

Resellers who host SUSE subscriptions on behalf of a customer (VLA-HOST).

Organization size Any
Term No signed contract, no set term
Maintenance and support
  • Basic Subscription – access to online support resources (only available for few products)

 

  • Standard subscription – 12×5 access to technical support via chat, phone, or web, unlimited incident support

The following service level apply:

Severity 1 = 2 hours
Severity 2 = 4 hours
Severity 3 = next business day
Severity 4 = next business day

  • Priority subscription; 24x7x365 access to technical support via chat, phone, or web, unlimited incident support

The following service level apply:

Severity 1 = 1 hour
Severity 2 = 2 hours
Severity 3 = 4 hours
Severity 4 = next business day

All three subscriptions include upgrade protection, updates, and patches via the Customer Center, and Standard and Priority include Technical Support.

Customers may also purchase Premium Support which includes:

  • Premium Support Engineers
  • Service Account Manager
  • On-Site Visits
  • Scheduled Standby
  • Health Checks
Training Custom training, public online training, technical skills assessments, on-demand training, self-study kits.
Minimum initial order size None
Volume discount level Program discounts are available through SUSE resellers who set VLA customer pricing.
Audit right Within 5 working days of written notice, SUSE has a right to audit your installation, use, or access of the software and your related records and VLA payments.
Territory Worldwide
Additional information

The SUSE Master License Agreement (MLA) and Volume License Agreement (VLA) cannot be used by the same customer and will require additional review and approval from SUSE.

You may not mix different subscription offerings for the same product (e.g. a combination of Standard and Priority Subscriptions for the same product).

Volume Licensing Agreement Guide_SUSE_2021-02-01

Volume License Agreement_SUSE_2022-08

Master License Agreement Program

Organization size Mainly large organizations
Term 1, 3, or 5 years
Minimum purchase amount

$250K per annum net revenue to SUSE.

Subsidiaries joining an existing contract may join for $10,000 per annum net revenue to SUSE.

Maintenance and support

Standard (12×5 support) or Priority (24×7 support) subscription coverage. The subscriptions include upgrade protection, updates and patches via the customer center, and technical support.

  • Standard subscription – technical support via chat, phone or web, unlimited incident support.

The following service level apply:

Severity1 = 2 hours
Severity 2 = 4 hours
Severity 3 = next business day
Severity 4 = next business day

  • Premium subscription – technical support via chat, phone or web, unlimited incident support.

The following service level apply:

Severity1 = 1 hour
Severity 2 = 2 hours
Severity 3 = 4 hours
Severity 4 = next business day

Training Instructor-led certified SUSE product and solution trainings are available.
Volume discount level

Annual spend qualifies customers for their tiered discount MLA program pricing levels.

MLA Discount Level Required Minimum Spend in U.S. Dollars
Level 1 $250.000
Level 2 $1.000.000
Level 3 $2.500.000

Additional information

 

The SUSE Master License Agreement (MLA) and Volume License Agreement (VLA) cannot be used by the same customer and will require additional review and approval from SUSE.

You may not mix different subscription offerings for the same product (e.g. a combination of Standard and Priority Subscriptions for the same product).

Master License Agreement Program Guide_SUSE_2021-06-29

Master License Agreement_SUSE_2022-08