So it would appear Novell is planning on making some sweeping changes to their customer support system. I will try to gather the various sources here & add them as I go....
Make sure to check out the poll about this per the left, and either leave your comments on this here, or in the poll!
http://forums.novell.com/novell-community-forums-stuff/community-chat/387306-novell-support-response.html
http://forums.novell.com/novell-community-forums-stuff/community-chat/386700-upcoming-support-changes.html
http://www.gwcheck.com/wpml/?p=1593
http://www.gwcheck.com/wpml/?p=1590
http://sysadmin1138.net/blog/2009/09/more-thoughts-on-novell-support-change.html
http://sysadmin1138.net/blog/2009/09/novell-support-now-even-more-behind-pay.html
http://www.caledonia.net/blog/?p=216
http://www.caledonia.net/blog/?p=221