# SR #10774300191

**URL:** <https://forums.suse.com/t/sr-10774300191/22901>\
**Category:** Talk to a SUSE Technical Services Manager\
**Created:** [July 29, 2012, 6:46pm UTC](https://forums.suse.com/t/sr-10774300191/22901 "2012-07-29T18:46:01Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![System1](https://avatars.discourse-cdn.com/v4/letter/s/51bf81/32.png) [@System1](https://forums.suse.com/u/System1)\
**Post date:** [July 29, 2012, 6:46pm UTC](https://forums.suse.com/t/sr-10774300191/22901/1 "2012-07-29T18:46:01Z")

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Hi,

I created an SR Ticket pertaining to a problem related to ZCM 11.  
Upon escalating my request to 2 level support, I only received 1  
respond and after that i receive no status update within 2 weeks now.

I tried sending a follow-up email but still no respond. I even ask our  
Account Manager from SuSE to provide assistance but mentioning i should  
contact a 1-800 support line?  
I’m thinking of escalating this matter to higher management that i know  
off but wanted to try this option and see if my concern will get look  
into.

This is the first time that I experience such poor SLA. I’m now having  
doubts about the “Priority ZENworks Configuration Management Enterprise”  
that our company avail because it doesn’t seem to provide any benefits  
from us.

I hope this incident can be look into. If you can provide a contact  
person that i can escalate this, that would be highly appreciated.

Thanks

## – egalura

egalura’s Profile: [http://forums.novell.com/member.php?userid=125311](http://forums.novell.com/member.php?userid=125311)  
View this thread: [http://forums.novell.com/showthread.php?t=458356](http://forums.novell.com/showthread.php?t=458356)

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<div class="post-metadata">

**Author:** ![system](https://us1.discourse-cdn.com/flex022/uploads/suse/original/2X/5/5012ba89e3ffb5220dac47d5ea0ba032e2fe1cb6.png) [@system](https://forums.suse.com/u/system)\
**Post date:** [July 30, 2012, 7:26pm UTC](https://forums.suse.com/t/sr-10774300191/22901/2 "2012-07-30T19:26:01Z")

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Hi,

Yes, for some reason this SR is stuck on our side. I have the teams  
looking into what’s wrong.

I would also recommend you call the support line anytime your SR is not  
meeting your expectations and review with the Support Manager.

Thanks,  
Todd

Todd Abney  
Technical Support Director

## – tabney

tabney’s Profile: [http://forums.novell.com/member.php?userid=42969](http://forums.novell.com/member.php?userid=42969)  
View this thread: [http://forums.novell.com/showthread.php?t=458356](http://forums.novell.com/showthread.php?t=458356)