Frequently Asked Questions for Business Support

Q: Why is Micro Focus changing Total Care to Business Support?
A: Micro Focus and HPE Software have joined to become one of the largest pure-play software companies in the world. With this merger, we are pleased to present the first stage of the alignment of our Support portfolios. We have reviewed our existing portfolios and selected the features that provide the best go-forward benefit for this newly aligned plan.

Q: What is changing?
A: Micro Focus will be merging the Total Care plan from the heritage Micro Focus business and Enterprise Support from the heritage HPE Software business to one Support plan: Business Support. In addition to a new name, this plan will offer 4 severity levels instead of 3, and will provide an improved response time for severity level 3.

Q: When do these changes take effect?
A: Effective March 1, 2018, previous Total Care renewals and new purchases will fall under the new program: Business Support.

Q: I am a heritage Micro Focus Total Care customer. What is changing for me?
A: Total Care customers will continue to enjoy the 24x7 support they have come to expect, as well as target response times they can count on. As an improvement to your existing service, we have made an improvement to our Severity 3 response time. See a comparison of the programs below:

  Total Care
(old program)
Business Support
(new program)
Software Updates Yes Yes
Unlimited Technical Support Yes Yes
Online Self-Service Yes Yes
Hours of Access 24x7x365 24x7x365
Target Response Time Severity 1–1 hr
Severity 2–3 hrs
Severity 3–Next Business Day
Severity 1–1 hr
Severity 2–3 hrs
Severity 3–6 hours
Severity 4–Next Business Day

Q: Is there any action needed on my part to move into this new program?
A: Starting March 1, 2018 Total Care customers will be rolled into Business Support at time of renewal—no action needed.

Q: Who can I talk to if I have more questions?
A: Please contact your local Partner or Sales Representative.