Select a Product:

Please use the dropdowns above to show results below.

Leveraging Self Help Resources

Search the Knowledgebase

The support knowledgebase is a valuable troubleshooting and how-to resource, providing access to a rich database of Technical Notes, Documentation and Product Support Lifecycle support version Status. Use the range of support information and tools available to you to troubleshoot issues before escalating to us.

Technical Notes

Technical notes provide information about how to get technical support for your product, access to our online resources, and how to contact and work with our worldwide technical support organization.

Participate in Support Forums

Support Forums are available at no cost and allow you to interact with our company and other industry experts, as well as your industry peers, to resolve technical issues, build individual expertise and enhance the collective store of information.

Patch Notifications

Through customized email notifications, you will receive the information you need to keep your systems optimized and secure. Keep your products current with the latest patches, services packs and software updates. Many known issues can be avoided by effectively managing patch releases and ensuring your products are kept up-to-date. Be familiar with our Product Support Lifecycle to be aware of how long we will patch and maintain your product. If a defect is found in an older service pack or patch, you may be asked to update to the current release as part of the troubleshooting process. If your product is no longer in the Mainstream phase of the Product Support Lifecycle, you may want to consider purchasing Extended Plus package. This package ensures you will continue to receive engineering support for severity 1 defects or critical security updates.

Using MySupport to access Technical Support

Create a Login and Activate your Maintenance and Support

Add to or Update Authorized Contacts

Each contact in your organization needs their own unique user id and password in order to access technical support, training and patches. To add or update authorized contacts, the primary contact should follow these steps:

  • Log into MySupport
  • My Account's Authorized Contacts
  • Select VPA number
  • Add/Remove/Edit contact details
  • Submit
  • Once we receive the information a User ID and Password will be generated.

If you have any issues updating your contacts, please email us in EMEA or North America.

Learn more about managing your authorized support contacts.

Add to or Update Authorized Contacts

Select your account and VPA to view the associated authorized contacts. If you are the primary contact, you can also add or change contact details.

Manage Products and Services

The My Account's Maintenance Plans link provides you with your complete account and VPA history, allowing you to view the associated product licensing and maintenance entitlement. You can easily view your entitled product upgrades and service packs by clicking on the download link.

Open a Support Incident

When you open a support incident through the Web, by email or phone, we verify your eligibility to receive technical support, assign a number to your issue, and forward your request to a technical support engineer.




Europe, Middle East, South Africa


Office hours and holiday closures

Submit an Incident online:
Maintained customer
Evaluating customer

Speak to someone in your preferred language: English Tel: +353.65.68.99940
Deutshe Tel: +353.65.68.99941
Français Tel: +353.65.68.99942
Italiano Tel: +353.65.68.99943
Español Tel: +353.65.68.99944


India

Submit an Incident online:
Maintained customer
Evaluating customer



Australia

Submit an Incident online:
Maintained customer
Evaluating customer



New Zealand

Submit an Incident online:
Maintained customer
Evaluating customer




Hong Kong




Singapore


Submit an Incident online:
Maintained customer
Evaluating customer

After Hours

Total Care 24x7 Maintenance and Support Plan

Total Care Maintenance and Support Plan, allows customers to purchase 24x7x365 protection, which is designed for organizations that need to ensure round-the-clock service for their mission-critical applications. This plan provides after-hours access to Technical Support for Severity 1 issues. When you contact us after-hours, the Technical Support Engineer on call will make a reasonable effort to resolve the issue as soon as possible. (For support office hours and contact information for your location, visit our support site.)

Information to Include in your Support Incident

Before You Contact Support

If you determine that you need to contact Micro Focus for technical support, be ready to provide the following information in the online Incident form or over the phone to our Micro Focus Customer Care Representative. In general, if you don’t have a Maintenance and Support Plan on the software for which you are calling, you will be directed to a Sales Representative.

Maintenance and Support entitlement information:

  • Web: User ID and password
  • Phone: VPA number
  • Support Incident number (if you’re calling on an existing case)
  • Contact name
  • Company name

Having the following additional information readily available when you contact us improves your Technical Support Engineer’s ability to quickly diagnose and resolve your issue.

  • Which version of the product (or products) is having the problem?
  • Are there any hotfixes or service packs installed?
  • What operating system are you using it with?
  • When did the problem first occur?
  • Were changes made prior to the problem occurring? If so, what (installation of products, support pack, network changes, and so forth, for example)?
  • Is it a local or network installation?
  • Has it ever worked? If so, when did it stop working?
  • What type of connection are you using (for example, Telnet, SNA, SSH)?
  • What are the connection details (such as adapter, gateway, network, etc.)?
  • What is displayed on the screen? Can you provide a screenshot?
  • What error messages (if any) are returned?
  • Under what circumstances do the errors occur?
  • Can the errors be cleared?
  • Is the symptom reproducible?
  • Is the symptom intermittent?
  • What seems to make the symptom (temporarily) go away?

Checking the Status of Open or Resolved Support Incidents

A list of your support incidents, and the current status of each, is made available for you to view on the support portal. You may also view the status of your organization's support incidents. Select a support incident to view its details. The details may include current status and details descriptions of the actions taken.

Closing a Support Incident

Unless otherwise agreed upon, support incidents are closed as soon as you confirm that the issue is resolved to your satisfaction. In the event that we receive no feedback on the solution and the assigned customer care engineer is unable to contact you then an email will be sent to you indicating that the support incident is going to be closed but can be reopened or referenced at a future date if needed.

How to Escalate a Support Incident

Escalation

If an incident is not being managed / progressed to your satisfaction, use our Escalation Process to escalate the incident towards a swift and satisfactory resolution. Please note that this only applies to 'high severity' incidents, defined as 'a critical loss of data, major failure with no workaround, or a problem causing a critical impact on your operation'. Here's what to do: Call your local Customer Care Center and request that your incident is escalated. We may ask for additional information and documentation. Your incident will be escalated and the relevant management chain immediately notified. Not happy? Raise your concern with your local Support Center Manager. The Technical Support Engineer managing your issue can put you in touch. Still have an issue? Your support engineer will put you in touch with your Regional Support Director and—if necessary—the Global Support Director.

Resolving Multi-Vendor Issues

We are an active member of the Technical Support Alliance Network (TSANet)—a global, vendor-neutral, not-for-profit industry support alliance. This organization creates an industry infrastructure, allowing members to collaborate and work on multi-vendor customer issues without “finger pointing.” TSANet follows industry-standard support policies and obligates members to collaborate on issues to isolation or resolution (or both). This process gives the customer a seamless interface in solving complex multi-vendor problems among two or more vendors. TSANet allows the assigned engineer to work directly with an engineer from another vendor to solve support issues. Think of it as a behind-the-scenes mechanism that expedites resolution, often without the customer even being aware of it being engaged. TSANet is a direct vendor-to-vendor contact; however, customers should have appropriate support entitlement with both vendors prior to the interaction. TSANet allows its members to work on your behalf and not waste time duplicating support incidents with multiple vendors. More information on TSANet, including a list of participating members, is available at: www.tsanet.org

How to Report a Software Defect, request a Product Enhancement or Report a Security Vulnerability

Software Defects

Defects are features or functions that do not work as documented. You can report what you consider to be a product defect by opening a support incident. We will accept and record defects reported against currently supported versions of Micro Focus products and investigate them at our discretion.

Product Enhancement Requests

You can suggest a change, improvement, or new feature for the Micro Focus product you are using by opening a support incident. We will evaluate all product enhancement requests as candidates for future product releases. All product enhancement requests become the property of Micro Focus.

Security Vulnerabilities

Customers can report a potential security vulnerability in any of the Micro Focus products by telephoning (not emailing) the closest Micro Focus technical support center.

Support Delivery Information

Product Support Lifecycle

Your product's version determines its product support lifecycle phase and the level of support that is provided. We strongly recommend that you upgrade to current releases of Micro Focus software as they become available. To maintain consistently high levels of expertise within our worldwide support staff, we devote the majority of our support resources to supporting current versions of Micro Focus software. The Micro Focus Product Support Lifecycle defines the phases and the levels of support that you can expect to receive as your products move through their lifecycle. The Product Support Lifecycle version status for each product is listed on the Micro Focus support site. Note: Micro Focus reserves the right to change our product support guidelines or our product classifications without notice at any time.

Hours of Access and Target Response Times

Maintenance or Program Level Hours of Coverage Severity Level Target Response Time
Standard Care
Premium Partner
12x5**
Excluding local holidays
1
2
3
No target response times
Total Care 24x7x365 1
2
3
1 hour
3 hours
Next Business Day

Hours of Coverage and Response Time Targets for Premium Support Engineers

Premium Support Program Hours of Coverage Target Response Time
Advantage Incident Packs
Assigned Support Engineer (ASE)
12x5 1 hour
1 hour (to the ASE)
Primary Support Engineer (PSE) Same as maintenance or partner program 30 min (to the PSE)
Dedicated Support Engineer (DSE) Same as maintenance or partner program 15 min (to the DSE)
  • Maintenance is required before purchasing these services.
  • If you have a Premium Support Engineer (ASE, PSE, or DSE) or Advantage Incidents, you may contact the engineer by telephone for any level of severity, not just Severity 1 issues. You may also use Customer Center to open an Incident with your engineer via chat or email for any severity except Severity 1.
  • The target response time applies to the period when support is available. For example, a Standard Care maintenance Incident logged less than an hour before end of business day will be responded to the following business day.
  • Although the Advantage Incidents and Assigned Support Engineers (ASEs) are only available during business hours, customers with Total Care maintenance may open Incidents after hours and the Incident will be assigned to a Technical Support Engineer in the Support Center, but upon request may be transitioned to the ASE or an Advantage Incident owner during normal business hours.
  • Customers with Standard Care maintenance receive business hours coverage from their PSE or DSE. Customers with Total Care maintenance receive 24x7x365 coverage from their PSE or DSE for Severity 1 incidents or occasional special projects that are scheduled in advance.

    -PSEs and DSEs are GEO based resources and do not respond to global requests.

Severity Level Definitions

Severity 1 (High) The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
Severity 2 (Medium) Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available and allowing the company to operate in some manner. The product does not work as designed resulting in a minor loss of usage.
Severity 3 (Low) There is no loss of service. This may be a request for documentation, general information, product enhancement request, etc.; or the product has a workaround that keeps the business functioning near normal levels.

Customer Data

Customers and partners acknowledge that we may need access to certain software, hardware, data, third party software or other information or material to adequately troubleshoot and test issues. Lack of access to reproduce a customer’s environment may prevent us from reproducing and isolating an issue.

Customers and partners will take responsibility for all data provided to us. We assume to have consent and permission to troubleshoot with data provided. Customers and partners will not provide data that is alleged to be confidential or proprietary.

Customers and partners acknowledge that data provided may be altered or damaged in the course of testing and troubleshooting, and will take all appropriate measures to back-up the applicable data prior to providing it to us.

Customer Satisfaction Surveys

At the closure of each support incident, you will receive an invitation to complete a survey regarding your experience. The survey measures your satisfaction with the overall service incident process, as well as in specific areas such as resolution effectiveness, our product quality and support engineer performance. We encourage your participation in completing this survey to detail your experience on each opened service incident. Rest assured, we take customer satisfaction and feedback seriously, and we use this information to determine where improvements can be made.

Additional Support Options Available

Premium Support

When your IT environment is truly business-critical, you need to be sure you can get help quickly from people who understand your environment and business needs. You can get that extra assurance with Premium Support, available to help you get the most from your IT investment.

Premium Support Engineers - Assigned, Primary or Dedicated Support Engineers (ASE, PSE, DSE) give you access to a named engineer with faster response times and increased levels of dedicated support; includes Service Account Management

Advantage Incident Packs - Direct business-hours access to a senior support engineer with a response of 1 hour or less (note: may not be available in all countries)

On-site Support - Services to assist with technical issues at your site

Scheduled Stand-by - Remote assistance with scheduled work such as upgrades and migrations; sold in four-hour blocks and includes one planning call

Extended Plus

Replace the paragraph with this: If your product is no longer in the Mainstream phase of the Product Support Lifecycle, you may want to consider purchasing Extended Plus package. This package ensures you will continue to receive engineering support for severity 1 defects or critical security updates.

Consulting

For issues and projects outside the scope of Technical Support, you can engage our technical experts to help you implement solutions quickly and affordably. Whether your project would benefit from an on-site consultant or a remotely-based consultant, we can help you design and implement cost-effective and secure solutions that meet your business priorities. We also offer custom training to meet your specific knowledge-transfer needs.

Training

Product experts provide an in-depth understanding of the features and functions of Micro Focus products for administrators and users and how to apply them in your environment. For information about training, please contact your Sales Representative, or visit our web site.

Our Services

Micro Focus SupportLine services are here to meet your critical business software requirements and deliver outstanding services that earn consistently high satisfaction ratings from users.
Our customers rank the following among their highest-rated maintenance and support benefits:
  • Access to our highly-experienced technical support engineers
  • Free software updates
  • Replacement license keys
  • Technical resources, including the Micro Focus Community, demos and sample utilities
  • Product upgrades at 40% of current license fee for COBOL, CORBA and Enterprise products
All Micro Focus customers enjoy these benefits under our Standard Care maintenance and support plan. Running mission-critical projects and applications? Then upgrade to Total Care, and consider adding the services of a dedicated support engineer or account manager with Premium Support. Learn more about our maintenance and support plans here.

Getting Started

http://supportline.microfocus.com

Electronic Product Delivery

Your new Micro Focus product will arrive electronically. You will receive an email with a link to our SupportLine web portal. Use it to log into your dedicated download area using your SupportLine web portal User Name. Don't have one? Then we will create one for you. Use this User Name to access every area of the SupportLine web portal. Want to know more? Check out the EDP Tutorial videos.

Licensing your product

You can trial most Micro Focus products without a license for a defined period, usually 30 days. After this time, you will need to complete the licensing process to continue using the software. For help completing the licensing process refer to the Product Documentation or contact SupportLine—we will be happy to help.

Contacting Customer Care

Do you have a critical issue? Call us for an immediate response. For anything else, contact us through the web portal. You'll enjoy all these benefits...

Benefits of using the web portal

  • Immediate email confirmation of your Support Incident number
  • Add your own reference numbers for easier incident management
  • Real-time tracking of your company's incidents via the web
  • Immediate contact with your dedicated support engineer via the web
  • Run Excel reports on incidents for internal management of outstanding issues
  • A constantly-updated Knowledge Base of more than 20,000 articles by technical experts
  • The latest product documentation
  • Demos and utilities - user tips that help you get maximum value from your product
  • All product updates and some upgrades. Check out the Product Update video.

Registering for the SupportLine web portal

To register, you'll need your product serial number, typically a 12 digit string starting with '59' or '60'. It's on the Electronic Product Delivery (EPD) web page if the product arrived electronically or on the product packaging if not. Did you receive your product directly via EPD? Then you have already been registered. Just add your product serial numbers to your Product Portfolio. Need more? Check out the Web Login video.

Reporting a Support Incident (SI)

The quality of the initial incident reporting will reflect the time it takes to achieve resolution. A high quality support incident should have:
  • An accurate—but short—description of the symptom
  • A complete summary of the circumstances and context of the failure
  • As much detail as possible - if in doubt, include it!
  • Important details such as chronology, symptoms, configuration, workload levels and third party software involved
  • Where possible, step-by-step instructions of how to reproduce the error.
  • Attach the source, application, log files (not screen shots of log files) and any applicable projects. If possible, zip them to minimize attachment size.
  • Populate the User Sort field with any free-form value that helps you to sort your company's incidents in a meaningful way—your internal issue tracking number, for example.
For further diagnostic information specifically related to the Micro Focus Enterprise product suite, please refer to the Troubleshooting and Diagnostic Guide.

We strongly recommend managing any incidents via the SupportLine web portal to ensure any updates are delivered immediately to the Support Engineer managing the SI.

Our Reporting an Incident video has more information.

Support Incident Closure

We will close an incident once you have confirmed that the issue has been satisfactorily resolved. In the event that we receive no feedback on the solution and the assigned engineer is unable to contact you then an email will be sent to you indicating that the Incident is going to be closed but can be reopened or referenced at a future date if needed. On closure, we will ask you to complete a web-based Customer Satisfaction survey. This important feedback helps us to maintain our high levels of service. For any other feedback, please supportline@microfocus.com.

How to Escalate an Incident

If an incident is not being managed/progressed to your satisfaction, use our bespoke process to escalate the incident towards a swift and satisfactory resolution. Please note that this only applies to 'high priority' incidents, defined as 'a critical loss of data, major failure with no workaround, or a problem causing a critical impact on your operation'. Here's what to do:
  1. Call your local Customer Care Center and request that your incident is escalated.
  2. We may ask for additional information and documentation.
  3. Your incident will be escalated and the relevant management chain immediately notified.
  4. Not happy? Raise your concern with your local Support Center manager. The Support Engineer managing your issue can put you in touch.
  5. Still have an issue? Your support engineer will put you in touch with your Regional Support Director and—if necessary—the Global Support Director.

Support Delivery Information

SupportLine hours from Monday to Friday are:
Australia 9 a.m.–5 p.m. AET
Germany 9 a.m.–5:30 p.m. CET
France 9 a.m.–6 p.m. CET
North America 8:30 a.m. EST–5:30 p.m. PST
United Kingdom 9 a.m.–5:30 p.m. GMT

For urgent technical support outside local Customer Care office hours, dial your normal SupportLine toll free number and your call will be redirected to an open support center (see the Contact Us page for your country's free phone number).

 

Product Support Lifecycle

The Product Support Lifecycle defines the duration and levels of support customers can expect to receive as products mature. If you have a mature product and need to ontinue to receive engineering support for severity 1 defects or critical security updates, consider purchasing Extended Plus

Hours of Access and Target Response Times


Maintenance or Program Level Hours of Coverage Severity Level Target Response Time***
Standard Care
Premier Partner
12x5* 1
2
No target response times
Excluding local holidays 3
Total Care 24x7x365 1
2
3
1 hour
3 hours
Next Business Day

* A select list of products receive 24x7 coverage under the Standard Care maintenance and support plan; see the product list in the appendix of the Maintenance and Support Agreement. If your product is not listed, ask your sales representative about upgrading to Total Care.

Severity Level Definitions

Severity 1 (High) The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
Severity 2 (Medium) Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available and allowing the company to operate in some manner. The product does not work as designed resulting in a minor loss of usage.
Severity 3 (Low) There is no loss of service. This may be a request for documentation, general information, product enhancement request, etc.; or the product has a workaround that keeps the business functioning near normal levels.

Using the Customer Care SupportLine web portal

First time user? Then you'll need to register first. We walk you through the registration process below.

Alternatively, please view the Web Login video.

You will need your product Serial Number to complete the registration process automatically. Refer to "Registering for the SupportLine web portal" above for details. If your product arrived via EPD, you just need to add your product serial numbers to your Product Portfolio as detailed below.

Can't find your number? Just check the 'Serial Number not known' box and we'll process your registration for you.

At this point, you'll need to confirm the address of the company name entered. Once you've done so, you'll see the form below. Most of the fields will have been pre-filled—just enter a preferred User Name and click Next. That's it, the registration process is complete. You may now add more Serial Numbers to your Product Profile, if you wish.

We'll send you a confirmation email and a separate email with your temporary password. Change the password at the earliest opportunity.

Once registered, log in to take full advantage of all the features of the SupportLine web portal.

Use the left navigation bar to access the portal's features. Most are self explanatory, and we describe the main points of interest on the following pages.

A note about numbers...

Do you have more than one Micro Focus product installed? Then consider adding the additional product serial numbers to your Product Profile. Just choose My Product Profile from the My Details menu and follow the instructions to add or remove serial numbers to your Product Portfolio. This process is explained in the My Details video.

...and reporting incidents

Managing your Support Incidents through the portal is straightforward. To create a new Support Incident, just follow the Report an Incident link. It's under My Incidents. Pick the appropriate product from the Serial Number drop down list to view all the products in your Product Profile. Check out our Reporting an Incident video.

Once you've done that, enter any further information relevant to this Support Incident, and hit 'Submit'. The incident will be automatically created in our CRM and will be processed by a Support Engineer. We'll send you an email with the Support Incident number and the details. Use this number in any correspondence with Customer Care.

We do not publish response times for Support Incidents, but process them in priority order. We will—of course—help you as quickly as we can. If your issue is particularly urgent, please call your local support center to ensure we are aware of the urgency.

To view or update an existing incident, use the My Open Incidents function. It's in the left hand navigation bar.

Just click on the relevant Support Incident number in the results table to view the Support Incident detail page.

Need to update the Support Incident with more information? Use the Update an Incident page, shown below, to amend the priority or add attachments. Select 'Update Type' from the list and follow the instructions. These changes will be immediately reflected in our CRM and your Support Engineer notified of the update.

Need to perform a more advanced search or create a report detailing your Support Incidents? Just use the Advanced Search feature. Simply enter the parameters for your search and click 'Submit'.

Leveraging Self Help Resources

The Micro Focus Knowledge Base is part of the Community. The site is organized by product, so you can perform a very specific search. Select 'Micro Focus' or 'Borland®' from the title bar and select the relevant product. You'll find the Knowledge Base under the Wiki tab. With approximately 20,000 articles already on the site and more being added daily, it's an excellent resource. Why not have a look today?


Full documentation for all Micro Focus products is kept under the Product Documentation menu.
Just select the relevant product and the information you need will be right there.

Customer Data

Customers and partners acknowledge that we may need access to certain software, hardware, data, third party software or other information or material to adequately troubleshoot and test issues. Lack of access to reproduce a customer’s environment may prevent us from reproducing and isolating an issue.

Customers and partners will take responsibility for all data provided to us. We assume to have consent and permission to troubleshoot with data provided. Customers and partners will not provide data that is alleged to be confidential or proprietary.

Customers and partners acknowledge that data provided may be altered or damaged in the course of testing and troubleshooting, and will take all appropriate measures to back-up the applicable data prior to providing it to us.

Additional Support Options Available

Premium Support

When your IT environment is truly business-critical, you need to be sure you can get help quickly from people who understand your environment and business needs. You can get that extra assurance with Premium Support, available to help you get the most from your IT investment.

Premium Support Engineers - Assigned, Primary or Dedicated Support Engineers (ASE, PSE, DSE) give you access to a named engineer with faster response times and increased levels of dedicated support; includes Service Account Management

Advantage Incident Packs - Direct business-hours access to a senior support engineer with a response of one hour or less (note: may not be available in all countries)

On-site Support - Services to assist with technical issues at your site

Hours of Coverage and Response Time Targets for Premium Support Engineers

If you have a Premium Support Engineer (ASE, PSE, or DSE) or Advantage Incidents, you may contact the engineer by telephone for any level of severity, not just Severity 1 issues. You may also use Customer Center to open an Incident with your engineer via chat or email for any severity except Severity 1.


Premium Support Program 1 Hours of Coverage Target Response Time 2
Advantage Incident Packs
Assigned Support Engineer (ASE)
12x5 1 hour
1 hour (to the ASE)
Primary Support Engineer (PSE)
same as maintenance 30 min (to the PSE)
Dedicated Support Engineer (DSE)
same as maintenance 15 min (to the DSE)
  1. A maintenance plan is required before purchasing these services.
  2. Although Advantage Incidents and Assigned Support Engineers (ASEs) are only available during business hours, customers with 24x7 maintenance coverage may open Severity 1 Incidents after hours. The Incident will be assigned to a Technical Support Engineer in the Support Center, but upon request may be transitioned to the ASE or an Advantage Incident owner during normal business hours.
  3. Customers with maintenance that only provides business hours coverage will be able to contact their PSE or DSE during business hours. Customers with maintenance that provides 24x7 coverage may contact their PSE or DSE 24x7x365 for Severity 1 issues or regarding occasional special projects that are scheduled in advance. PSEs and DSEs are GEO based resources and do not respond to global requests.

'Critical' consulting support coverage

The delivery of a Micro Focus software solution usually involves integration into IT infrastructures and operations involving hardware, networks and third party or custom software applications.

Incidents—especially high severity incidents—occurring at this time are rarely software-related but are generally a consequence of a configuration issue within your environment. Consequently these events are not covered by the Micro Focus SupportLine contract.

Therefore we strongly recommend engaging Micro Focus Consulting, either onsite or remote, to support critical projects or events including:

  • Solution analysis and design
  • Solution design validation
  • Production cut-over planning
  • Production cut-over readiness validation
  • Production cut-over event support

Contact Consulting@microfocus.com for more information.

Leveraging Self Help Resources

Search the Knowledgebase

  1. Go to Our Knowledgebase
  2. Type in the question in the Search Knowledgebase field
  3. To narrow your search further, you may select a product from the Products drop-down menu
  4. Click Search

Customers with current maintenance can access the additional web-based tools below in locked areas of the support site. These areas also contain tools designed to enhance your support experience.

Participate in Support Forums

Support Forums are available at no cost and allow you to interact with our company and other industry experts, as well as your industry peers, to resolve technical issues, build individual expertise and enhance the collective store of information.

Other Resources

Additional resources are available on a product-by-product basis. Some of these resources are freely available; others require current maintenance to access:

  • White Papers - Best Practices, Specific technology and environments, integration and a host of topics relevant to your product deployments.
  • Documentation - Product specific documentation including release notes, Installation Guides, User Guides, and Administration Guides among others.
  • Diagnostic Tools - Product specific diagnostic tools (does not apply to all products) that gather log files, environment specific information, registry settings, etc.
  • Hotfixes - The latest information and downloads for product specific Hotfixes.
  • Software Updates - The latest information and downloads for product specific Service Packs, Updates and Releases.

Using Customer Center to access Technical Support

Open an Incident

Incident Manager

  • Login to myNetIQ
  • Choose "Open an Incident"

By Phone:

To ensure that we can address your issue quickly and efficiently, please have the following available:

  • Product registration numbers.
  • Incident number if you are calling about an existing case.
  • Access and permissions to the computer where the affected product is running.

Note: Standard Care maintenance provides technical support access 12x5, excluding weekends and local holidays. Total Care maintenance provides technical support access 24x7x365.

North America (NA)

  • Total Care maintenance Customers (24x7) The number to call is provided to you in your Total Care support package. Both toll and toll-free numbers are available.
  • Standard Care maintenance Customers (12x5) 1-713-418-5555 Monday through Friday from 7 a.m.–7 p.m. CST, excluding holidays ("Normal Hours").

Europe, Middle East and Africa (EMEA)

  • Total Care maintenance Customers - (24x7) The number to call is provided to you in your Total Care support package. Both toll and toll free numbers are available.
  • Standard Care maintenance Customers (12x5) +353 (0) 91 782 677 Monday through Friday from 8 a.m.–8 p.m. CET, excluding holidays ("Normal Hours").

Asia-Pacific (APAC)

  • Total Care maintenance Customers - (24x7) The number to call is provided to you in your Total Care support package. Both toll and toll-free numbers are available.
  • Standard Care maintenance Customers (12x5) +1-713-418-5540 Monday through Friday from 8 a.m.–8 p.m. GMT, excluding holidays ("Normal Hours").

After Hours

If you experience a Severity 1 (High) issue outside business hours, and have access to 24-hour coverage, it is recommended that you telephone for support (rather than logging an Incident through Customer Center).

Information to Include in your Incident

WHAT is the problem?
  • Which version of the product (or products) is having the problem?
  • Which support pack level is loaded?
  • What error messages (if any) are returned?
  • What troubleshooting steps have already been performed?
WHERE does the problem occur?
  • What is the environment?
  • On which sites, servers, directories or clients does the problem occur?
  • Where does the problem not occur?
WHEN does the problem occur?
  • When did the problem first occur?
  • Were changes made prior to the problem occurring? If so, what (installation of products, support pack, network changes, and so forth, for example)?
WHAT is the extent of the problem?
  • Is a workaround available?
  • What is the business impact of the problem?

Checking the Status of Open or Resolved Incidents

Incident Manager :

  • Login to myNetIQ
  • Manage your open Incidents

Closing an Incident

We have a policy of closing Incidents only upon mutual agreement with you. Unless otherwise agreed upon, Incidents are closed as soon as you confirm the issue is resolved to your satisfaction. Incidents with no customer response for 2 weeks may also be closed.

How to Escalate an Incident

Customers may request an escalation at any time for either technical or customer service reasons by sending us an email. Upon receipt of your request, the support engineer working the case, the Technical Team Lead, and the appropriate management staff will be notified. During normal business hours, you should receive a reply in one (1) hour or less.

You may also obtain an escalation by requesting it from your assigned support engineer, requesting to speak with a manager, or talking with your sales representative.

Resolving Multi-Vendor Issues

As an active member of the Technical Support Alliance Network (TSANet)—a global, vendor-neutral, not-for-profit industry support alliance. This organization creates an industry infrastructure, allowing members to collaborate and work on multi-vendor customer issues without “finger pointing.” TSANet follows industry-standard support policies and obligates members to collaborate on issues to isolation or resolution (or both). This process gives the customer a seamless interface in solving complex multi-vendor problems among two or more vendors. TSANet allows the assigned engineer to work directly with an engineer from another vendor to solve support issues. Think of it as a behind-the-scenes mechanism that expedites resolution, often without the customer even being aware of it being engaged. TSANet is a direct vendor-to-vendor contact; however, customers should have appropriate support entitlement with both vendors prior to the interaction. TSANet allows its members to work on your behalf and not waste time duplicating support incidents with multiple vendors. More information on TSANet, including a list of participating members, is available at: www.tsanet.org

How to Report a Software Defect, request a Product Enhancement or Report a Security Vulnerability

Software Defects

Defects are features or functions that do not work as documented. You can report what you consider to be a product defect by opening a support incident. We will accept and record defects reported against currently supported versions of Micro Focus products and investigate them at our discretion.

Product Enhancement Requests

Submissions for Product Enhancement Requests can be submitted here

Security Vulnerabilities

We are committed to providing secure enterprise software to our customers. While we employ secure product development practices in our engineering process, we recognize that not all vulnerabilities may be avoided. We are committed to providing a quick response for potential vulnerabilities reported from the field.

Potential vulnerability reports can be submitted directly to us or through TippingPoint's Zero Day Initiative. When submitting a report please include the product name, version, and general description of the potential vulnerability.

Our policy is to respond to all potential vulnerability reports within 5 business days. Once an initial response is provided, we will continue a dialog with the submitter until the potential issue has been analyzed and resolved. For vulnerabilities that are found to be legitimate, credit will be given to the submitter when a remedy for the vulnerability is made available to the public.

Support Delivery Information

Product Support Lifecycle

We provide technical support on products for the time period specified in the Product Support Lifecycle. The Product Support Lifecycle defines the duration and levels of support customers can expect to receive as products mature. If you need to receive full technical support in the Extended Support phase, including engineering support for severity 1 issues and critical security updates, consider the Extended Plus package.

Hours of Coverage and Target Response Times

See the table below for target maximum response times which indicate how quickly we will respond to you when you open an incident. A response is defined as the time between creation of the Incident and the initial communication between the assigned engineer and your company. Response times vary according to the maintenance level, Premium Support program or Partner program you have:

Maintenance or Program Level Hours of Coverage Severity Level Target Response Time***
Standard Care
Premium Partner
Academic 12x5 Support Pack
12x5**
Excluding local holidays
1
2
3
No target response times
Total Care
Academic 24x7 Support Pack
24x7x365 1
2
3
1 hour
3 hours
Next Bus Day
*If you have purchased a Premium Support Engineer, refer to the response times in the Premium Support programs table.
** Local 12x5 Support Center hours are as follows: Americas 6 a.m.—6 p.m. MT, APAC 7 a.m.—7 p.m. from your local country, EMEA 8 a.m.—8 p.m. CET, LATAM 8 a.m.—5 p.m. UTC-3 (Argentina time zone).
*** The target response time applies to the period when support is available. For example, a Total Care Severity 2 incident logged at 6 p.m. in the U.S. will have a target response time of before 9 a.m. the following business day.

Hours of Coverage and Response Time Targets for Premium Support Engineers

If you have a Premium Support Engineer (ASE, PSE, or DSE) or Advantage Incidents, you may contact the engineer by telephone for any level of severity, not just Severity 1 issues. You may also use Customer Center to open an Incident with your engineer via chat or email for any severity except Severity 1.

Premium Support Program Hours of Coverage Target Response Time
Advantage Incidents Packs
Assigned Support Engineer (ASE)
12x5 1 hour
1 hour (to the ASE)
Primary Support Engineer (PSE) Same as maintenance 30 min (to the PSE)
Dedicated Support Engineer (DSE) Same as maintenance 15 min (to the DSE)
  1. Standard Care or Total Care maintenance or a partner program is required before purchasing these services.
  2. The target response time applies to the period when support is available. For example, a phone call to an ASE at 6 p.m. in the U.S. will be returned the next business day.
  3. Although Advantage Incidents and Assigned Support Engineers (ASEs) are only available during business hours, customers with Total Care maintenance may open Incidents after hours. The Incident will be assigned to a Technical Support Engineer in the Support Center, but upon request may be transitioned to the ASE or a senior engineer Advantage Incident owner during normal business hours.
  4. Customers with Standard Care maintenance receive business hours coverage for their PSE or DSE. Customers with Total Care maintenance receive 24x7x365 coverage from their PSE or DSE for Severity 1 issues or for occasional special projects that are scheduled in advance. Partners receive coverage according to their partner level. PSEs and DSEs are GEO based resources and do not respond to global requests.

Severity Level Definitions

The severity of an Incident is defined when created, and can be set electronically by the customer creating the Incident, or by Firstline over the telephone. We have defined three severity levels:

Severity 1 (High) The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
Severity 2 (Medium) Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available and allowing the company to operate in some manner. The product does not work as designed resulting in a minor loss of usage.
Severity 3 (Low) There is no loss of service. This may be a request for documentation, general information, product enhancement request, etc.; or the product has a workaround that keeps the business functioning near normal levels.

Support Level Definitions

Level 1 Problem determination, including provision of compatibility information, installation assistance, usage support, on-going maintenance and basic troubleshooting.
Level 2 Problem isolation, including efforts to duplicate customer problems, isolate a problem area and provide resolution for problems not resolved by Level 1 Support. Resolution may include reasonable work-arounds.
Level 3 Problem resolution, which means to resolve complex problems identified by Level 2 Support. Resolution means closure of the issue giving rise to the service request, and may include configuration changes, implementation of a workaround, or creation of a software modification that when installed cures an Error. Resolution is not possible in all circumstances.

Customer Data

Customers and partners acknowledge that we may need access to certain software, hardware, data, third party software or other information or material to adequately troubleshoot and test issues. Lack of access to reproduce a customer's environment may prevent us from reproducing and isolating an issue.

Customers and partners will take responsibility for all data provided to us. We assume to have consent and permission to troubleshoot with data provided. Customers and partners will not provide data that is alleged to be confidential or proprietary.

Customers and partners acknowledge that data provided may be altered or damaged in the course of testing and troubleshooting, and will take all appropriate measures to back-up the applicable data prior to providing it to us.

Customer Satisfaction Surveys

At the closure of each service incident, you will receive an invitation to complete a survey regarding your experience. The survey measures your satisfaction with the overall support incident process, as well as in specific areas such as resolution effectiveness, our product quality and support engineer performance. We encourage your participation in completing this survey to detail your experience on each opened service incident. Rest assured, we take customer satisfaction and feedback seriously, and we use this information to determine where improvements can be made.

Additional Support Options Available

Premium Support

When your IT environment is truly business-critical, you need to be sure you can get help quickly from people who understand your environment and business needs. You can get that extra assurance with Premium Support, available to help you get the most from your IT investment.

Premium Support Engineers Assigned, Primary or Dedicated Support Engineers (ASE, PSE, DSE) give you access to a named engineer with faster response times and increased levels of dedicated support; includes Service Account Management
Advantage Incident Packs Direct access during business hours to a senior in-region support engineer with a 1 hour or less response time (note: may not be available in all countries)
On-site Support Services to assist with technical issues at your site
Scheduled Stand-by Remote assistance with scheduled work such as upgrades and migrations; sold in four-hour blocks and includes one planning call
Health Checks A proactive, in-depth analysis of your environment by a senior engineer to provide you with feedback on how to optimize your system and ensure a stable, well-managed environment.

Extended Plus

If your product is no longer in the Mainstream phase of the Product Support Lifecycle, you may want to consider purchasing Extended Plus package. This package ensures you will continue to receive engineering support for severity 1 defects or critical security updates.

Consulting

By engaging Consulting and our partners, you can leverage your investment, meet budgetary constraints and stay ahead of the competition. The Consulting team can ensure your solution works the best way possible for your business needs, using industry best practices, so that you have fewer support issues.

Training

Get the most from your product investment by training your staff to leverage features that will help you stay ahead of the competition, and by ensuring your environment is optimized and stable when managed by knowledgeable staff.

Leveraging Self Help Resources

Search the Knowledgebase

The support knowledgebase is a valuable troubleshooting and how-to resource, providing access to a rich database of technical articles, Technical Information Documents (TIDs), white papers, read-me documents and more. Through the comprehensive search capability, you can find the most recent patches for products, look for product documentation, search for TIDs, find tips and tricks, access technical articles and download free tools. Use the range of support information and tools available to you to troubleshoot issues before escalating to us.

Participate in Support Forums

Support Forums are available at no cost and allow you to interact with our company and other industry experts, as well as your industry peers, to resolve technical issues, build individual expertise and enhance the collective store of information.

Subscribe to Patch Notifications

Through RSS feeds and customized email notifications, you can receive the information you need to keep your systems optimized and secure. Keep your products current with the latest patches, services packs and product version updates. Many known issues can be avoided by effectively managing patch releases and ensuring your products are kept up-to-date. Be familiar with our Product Support Lifecycle to be aware of how long we will patch and maintain your product. If a defect is found in an older service pack or patch, you may be asked to update to the current release as part of the troubleshooting process. If you need to receive full technical support beyond the Mainstream Support phase, including engineering support for severity 1 issues and critical security updates, consider the Extended Plus package.

Using Customer Center to Access Customer Care

If you have already searched the knowledgebase, read the product documentation, checked the forums and still have not found a resolution for your issue, you may open an Incident with technical support. You have access to technical support if you are a customer with Standard Care or Total Care maintenance, if you are a partner who receives access to technical support based on your credentials in the partner program, or a school or academic institution that has purchased a package of incidents, or if you have purchased Premium Support or Technology Partner Support. If you do not meet these criteria and would like to access technical support, please contact us or your local partner to find out how you can participate in one of our purchasing programs to qualify.

We provides one convenient location for you to manage your maintenance and access technical support: Customer Center. The following instructions will help you get started using this tool.

Create a Login and Activate your Maintenance and Support

When you purchase products or support, the primary contact for your organization will receive a confirmation email containing a unique contact ID number, which you use to activate and manage your maintenance account and benefits.

If you have an existing login account, all product licenses and support entitlements will be activated automatically, provided the email address used to place your order matches the address in your login account. To check or update your email address, log in at Customer Center and select from the navigation menu My Profile and then select Login Profile.

If you do not already have a login account, you can click the Installation link in the confirmation email. This will take you to a web page that steps you through the process of creating a login account. After you access the customer center, you will receive an email confirming and explaining your support and training entitlements.

Add to or Update Authorized Contacts

Each contact in your organization needs their own unique contact ID number in order to access technical support, training and patches. To add or update authorized contacts, follow these steps:

  1. Log in to Customer Center
  2. Select My Products /Products from the left navigation menu
  3. Select the product for which you would like to manage support contacts in the Product Family list, and then double-click the product’s maintenance line to get to the Product Detail page
  4. Click the User Access tab. Here you will see a list of current contacts that includes information about whether or not they are entitled to support or training
  5. To add a new contact, click the + button below the list of contacts. Enter the contact’s email address and select one or more of the following check boxes: Support, Training or Patch & Update.
  6. Click Add.

If you have any issues updating your contacts, please email us

Ensure that authorized contact information is current and accurate, and the individuals have the appropriate level of technical ability.

Manage Products and Services

Customer Center provides your complete order history – products, maintenance and other services. You can easily evaluate and manage your current resources and effectively plan for the future. Through Customer Center, you can access the valuable support services provided through your maintenance. These resources help you get the most from your our solutions and products. All the information and resources you need are right at your fingertips. Customer Center can help you simplify and reduce costs associated with managing the resources that are so critical to your business.

Open an Incident

A support Incident is defined as assistance with one issue, problem, or question relating to the use or installation of our product, regardless of the number of communications required.

  • Severity 1: Open an Incident by telephone. A severity 1 issue is defined as a severe issue with an operation that is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available. In this situation, you must log the Incident by phone.
  • Severities 2 and 3: Open an Incident through the Customer Center first, login with your username and password, then select "Submit New SR" and follow the on-screen instructions. You will need to enter your contact ID the first time you setup your account. This number will then be stored for future logins.

    Select your preferred method of contact
    • Chat | Features | How to use
      Get real-time access to support engineers and have the option to allow your support engineer to connect to your system for improved troubleshooting and easier walk-through directions. You can even grant full control of your desktop or server so that your support engineer can work directly on your problem with you. Chat support is available in English, German, French, Italian and Spanish.
    • Email

      We will contact you according to times and hours of access defined in your program or maintenance level. Please provide as much detail as possible using the guidelines provided in the section Information to include in your Incident.

    • Callback

      We will contact you according to the response times and hours of access defined in your program or maintenance level. Please provide as much detail as possible using the guidelines provided in the section Information to include in your Incident.

Americas

Please call the number for your country listed below to submit an Incident by phone:
Country Location Number
USA & Canada North America Support Center
Provo, UT
1-800-858-4000
24x7 (TTY/TDD 800-711-3484)
Latin America
(All Spanish speaking countries)
Latin America Support Center
Buenos Aires, Agentina
+5411-5272-1091
24x7
Brazil Brazilian Support Center
Sao Paulo, Brazil
+55 11 3345-3950
12x5 electronic
24x7 for severity 1 exclusively by phone

Asia Pacific

Please call the number for your country listed below to submit an Incident by phone:
Country Number
Australia 1 800 631 733
China, Northern 0086 800 810 6500
China, Southern 0086 800 810 6500
Hong Kong 800 933 225
India +91 80 400 22990
Indonesia 0018 036 1686
Japan +81 3 5206 9370
Korea 0030 861 0051
Macau 1080 0610 0292
Malaysia 1800 801 925
New Zealand 0800 445 060
Philippines 1800 1651 0505
Singapore 800 616 1448
Taiwan 0080 1611 333
Thailand 001800 611 2781
For any country not listed call (USA) +1-801-861-4000

Europe, Middle East and Africa

Please call the number for your language listed below to submit an Incident by phone:
Language Number
English +420 28 408 4051
French +420 28 408 4054
German +49 211 5632 1849
Italian +420 28 408 4055
Polish +48 22 537 50 97 (8 a.m.-6 p.m. CET)
Spanish +420 28 408 4052

After Hours

If you experience a Severity 1 (High) issue outside business hours, and have access to 24-hour coverage, it is recommended that you telephone for support (rather than logging an Incident through Customer Center).

Note: Scheduled Standby is a chargeable service that can be pre-arranged in blocks of four hours during and outside business hours. This service gives you direct access to a engineer on a standby basis. When you have a scheduled product upgrade or network maintenance task for which you’d like some added insurance, you can have an experienced support engineer standing by. We require a minimum of three business days of notice to arrange for this service.

Information to Include in your Incident

WHAT is the problem?
  • Which version of the product (or products) is having the problem?
  • Which support pack level is loaded?
  • What error messages (if any) are returned?
  • What troubleshooting steps have already been performed?
WHERE does the problem occur?
  • What is the environment?
  • On which sites, servers, directories or clients does the problem occur?
  • Where does the problem not occur?
WHEN does the problem occur?
  • When did the problem first occur?
  • Were changes made prior to the problem occurring? If so, what (installation of products, support pack, network changes, and so forth, for example)?
WHAT is the extent of the problem?
  • Is a workaround available?
  • What is the business impact of the problem?

Checking the Status of Open or Resolved Incidents

You can access the most current information on your Incidents from the Customer Center. After you log in, a list of your Incidents and the current status of each is made available. Select one to view its details (which can include current status and detailed descriptions of the actions taken by the support engineer). To display all Incidents created under your account(s) (by yourself or other authorized contacts), click the All SRs table.

Get Help Creating and Managing Incidents in Customer Center

Closing an Incident

We have a policy of closing Incidents only upon mutual agreement with you. Unless otherwise agreed upon, Incidents are closed as soon as you confirm the issue is resolved to your satisfaction. Incidents with no customer response for 2 weeks may also be closed.

How to Escalate an Incident

Escalation

If you have logged an Incident, but are not satisfied with the support or advice provided, you may request escalation assistance by contacting:

Critical Situation Handling Process

In exceptional circumstances, where a mission critical component is down, causing a major business impact, we can declare a critical situation. We define a critical situation as “…one or more support Incidents whose timely resolution will minimize or prevent a major financial loss to one of our customers . “A critical situation is the highest level of escalation, raising the Incident visibility to the executive levels within the company.

When you have an issue involving our products that is creating a major, adverse impact to your business, we want to ensure that the proper resources are quickly involved so we can resolve the issue in a timely manner. We have internal escalation procedures that involve specialized and focused levels of technical and management personnel working together to speed resolution.

There are several things you can do during a critical situation that will enable us to help you more effectively. Please follow these guidelines when reporting a critical situation:

  • Please contact us as early as possible
  • Have an authorized contact open the Incident by phone. Do not use email or the Customer Center to open a critical Incident
  • At the beginning of your initial call, indicate the critical nature of the situation. If the issue did not start out as critical, but has since become such, notify us with a phone call. Information on the level of impact the particular critical situation is having on your business operations is extremely helpful. Be ready to provide us with all relevant information: contact ID, product versions, patch levels, configuration, troubleshooting steps performed, and so forth. (It may be helpful for you to call from the site where the critical situation is occurring.)
  • If you have a SAM, notify him or her as soon as possible regarding the critical situation. This is a vital step in ensuring that the appropriate resources are ready to help you.

Should an Incident become critical, authorized contacts should notify their support engineer, ASE, PSE, or DSE; and/or SAM to make them aware of the business impact. The support engineer will be able to coordinate all of the relevant technical resources needed to progress a problem to a resolution. Where additional escalation assistance is required, the SAM can help facilitate this process. Following this communication process will ensure that relevant resources from our company are engaged and that you are updated regularly on the resolution progress.

After they are approved, critical situations are reviewed on a daily basis by the Technical Support team, which will initiate regular action plan updates from the Assigned Support Engineer (or SAM) to all appropriate management contacts within your organization until the critical situation is resolved.

Resolving Multi-Vendor Issues

We are a founding sponsor and remain an active member of the Technical Support Alliance Network (TSANet)—a global, vendor-neutral, not-for-profit industry support alliance. This organization creates an industry infrastructure, allowing members to collaborate and work on multi-vendor customer issues without “finger pointing.” TSANet follows industry-standard support policies and obligates members to collaborate on issues to isolation or resolution (or both). This process gives the customer a seamless interface in solving complex multi-vendor problems among two or more vendors.

TSANet allows the assigned engineer to work directly with an engineer from another vendor to solve support issues. Think of it as a behind-the-scenes mechanism that expedites resolution, often without the customer even being aware of it being engaged. TSANet is a direct vendor-to-vendor contact; however, customers should have appropriate support entitlement with both vendors prior to the interaction. TSANet allows its members to work on your behalf and not waste time duplicating support incidents with multiple vendors. More information on TSANet, including a list of participating members, is available at: http://www.tsanet.org.

How to Report a Software Defect, request a Product Enhancement or Report a Security Vulnerability

Software Defects

You may report a software defect either through our free bug tool, or by opening an Incident.

When you report a software defect using our free bug tool, you will not receive a call back from a support engineer, as this tool is not an avenue for technical support. Any fixes made from these reports will be added to the next service pack release or patch update and announced through the regular maintenance notification.

If you choose to report the bug by opening an Incident, you will be able to talk to a support engineer, and if the issue is corrected, you could receive a program temporary fix (PTF). Although most customers are entitled to unlimited support, if you are a partner or academic institution with limited Incidents, an Incident will be decremented from your count if your support agreement has a limit on Incidents. You may request us to credit the Incident if the problem is determined to be a software defect for which information has not previously published as a Technical Information Document (TID) in the Support Knowledgebase, or documented in our release notes or maintenance notifications.

For this purpose of this document, a software defect is either:

  • During the Mainstream Support phase of the product support lifecycle, an error in a product’s functionality that results in the software’s failure to perform substantially in accordance with its specifications and for which our company is responsible; or
  • A critical security defect in a product that is in the Extended Support phase.

Product Enhancement Requests

We are committed to creating highly functional, user-friendly software. Listening to our customers is an integral part of that commitment. Please help us improve our products by submitting your feedback and requests. If you have already opened an Incident to report an issue that is a feature change, we will open an Enhancement Request in your behalf.

Security Vulnerabilities

Our presence in the software security field is continuously contributing to the high degree of trust and confidence that users value in our software. Do your part to contribute to the unprecedented reputation of our product by reporting any observed vulnerabilities.

Support Delivery Information

Product Support Lifecycle

We provide technical support on products for the time period specified in the Product Support Lifecycle. The Product Support Lifecycle defines the duration and levels of support customers can expect to receive as products mature. If you need to receive full technical support in the Extended Support phase, including engineering support for severity 1 issues and critical security updates, consider the Extended Plus package.

Hours of Coverage and Target Response Times

See the table below for target maximum response times which indicate how quickly we will respond to you when you open an incident. A response is defined as the time between creation of the Incident and the initial communication between the assigned engineer and your company. Response times vary according to the maintenance level, Premium Support program or Partner program you have:

Maintenance or Program Level Hours of Coverage Severity Level Target Response Time***
Standard Care
Premium Partner
Academic 12x5 Support Pack
12x5**
Excluding local
holidays
1
2
3
No target response
times
Total Care
Academic 24x7 Support Pack
24x7x365 1
2
3
1 hour
3 hours
Next Bus Day
*If you have purchased a Premium Support Engineer, refer to the response times in the Premium Support programs table.
** Local 12x5 Support Center hours are as follows: Americas 6 a.m.—6 p.m. MT, APAC 7 a.m.—7 p.m. from your local country, EMEA 8 a.m.—8 p.m. CET, LATAM 8 a.m.—5 p.m. UTC-3 (Argentina time zone).
*** The target response time applies to the period when support is available.For example, a Total Care Severity 2 incident logged at 6 p.m. in the U.S. will have a target response time of before 9 a.m. the following business day.

Hours of Coverage and Response Time Targets for Premium Support Engineers

If you have a Premium Support Engineer (ASE, PSE, or DSE) or Advantage Incidents, you may contact the engineer by telephone for any level of severity, not just Severity 1 issues. You may also use Customer Center to open an Incident with your engineer via chat or email for any severity except Severity 1.

Premium Support Program Hours of Coverage Target Response Time
Advantage Incident Packs
Assigned Support Engineer (ASE)
12x5 1 hour
1 hour (to the ASE)
Primary Support Engineer (PSE) Same as maintenance or partner program 30 min (to the PSE)
Dedicated Support Engineer (DSE) Same as maintenance or partner program 15 min (to the DSE)
  • Standard Care or Total Care maintenance or a partner program is required before purchasing these services.
  • The target response time applies to the period when support is available. For example, a phone call to an ASE at 6 p.m. in the U.S. will be returned the next business day.
  • Although Advantage Incidents and Assigned Support Engineers (ASEs) are only available during business hours, customers with Total Care maintenance may open Incidents after hours. The Incident will be assigned to a Technical Support Engineer in the Support Center, but upon request may be transitioned to the ASE or a senior engineer Advantage Incident owner during normal business hours.
  • Customers with Standard Care maintenance receive business hours coverage for their PSE or DSE. Customers with Total Care maintenance receive 24x7x365 coverage from their PSE or DSE for Severity 1 issues or for occasional special projects that are scheduled in advance. Partners receive coverage according to their partner level. PSEs and DSEs are GEO based resources and do not respond to global requests.

Severity Level Definitions

The severity of an Incident is defined when created, and can be set electronically by the customer creating the Incident, or by Firstline over the telephone. We have defined four severity levels:

Severity 1 (High) The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
Severity 2 (Medium) Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available and allowing the company to operate in some manner. The product does not work as designed resulting in a minor loss of usage.
Severity 3 (Low) There is no loss of service. This may be a request for documentation, general information, product enhancement request, etc.; or the product has a workaround that keeps the business functioning near normal levels.

Support Level Definitions

Level 1 Problem determination, including provision of compatibility information, installation assistance, usage support, on-going maintenance and basic troubleshooting.
Level 2 Problem isolation, including efforts to duplicate customer problems, isolate a problem area and provide resolution for problems not resolved by Level 1 Support. Resolution may include reasonable work-arounds.
Level 3 Problem resolution, which means to resolve complex problems identified by Level 2 Support. Resolution means closure of the issue giving rise to the service request, and may include configuration changes, implementation of a workaround, or creation of a software modification that when installed cures an Error. Resolution is not possible in all circumstances.

Customer Data

Customers and partners acknowledge that we may need access to certain software, hardware, data, third party software or other information or material to adequately troubleshoot and test issues. Lack of access to reproduce a customer’s environment may prevent us from reproducing and isolating an issue.

Customers and partners will take responsibility for all data provided to us. We assume to have consent and permission to troubleshoot with data provided. Customers and partners will not provide data that is alleged to be confidential or proprietary.

Customers and partners acknowledge that data provided may be altered or damaged in the course of testing and troubleshooting, and will take all appropriate measures to back-up the applicable data prior to providing it to us.

Customer Satisfaction Surveys

At the closure of each Incident, you will receive an invitation to complete a survey regarding your experience (unless your survey requests are serviced by an ASE, PSE, or DSE, in which case surveys may be conducted less frequently). The survey measures your satisfaction with the overall Incident process, as well as in specific areas such as resolution effectiveness, our product quality and support engineer performance. Surveys are delivered in one of eight languages, as specified during the service agreement setup. We encourage your participation in completing this survey to detail your experience on each opened Incident. Rest assured, we take customer satisfaction and feedback seriously, and we use this information to determine where improvements can be made.

Additional Support Options Available

Premium Support

When your IT environment is truly business-critical, you need to be sure you can get help quickly from people who understand your environment and business needs. You can get that extra assurance with Premium Support, available to help you get the most from your IT investment.

Premium Support Engineers Assigned, Primary or Dedicated Support Engineers (ASE, PSE, DSE) give you access to a named engineer with faster response times and increased levels of dedicated support; includes Service Account Management
Advantage Incident Packs Access to a team of senior in-region support engineers for business-hours access to technical support (note: may not be available in all countries)
On-site Support Services to assist with technical issues at your site
Scheduled Stand-by Remote assistance with scheduled work such as upgrades and migrations; sold in four-hour blocks and includes one planning call
Health Checks A proactive, in-depth analysis of your environment by a senior engineer to provide you with feedback on how to optimize your system and ensure a stable, well-managed environment.

Extended Plus

If your product is no longer in the Mainstream phase of the Product Support Lifecycle, you may want to consider purchasing Extended Plus package. This package ensures you will continue to receive engineering support for severity 1 defects or critical security updates.

Consulting

By engaging Consulting and our partners, you can leverage your investment, meet budgetary constraints and stay ahead of the competition. The Consulting team can ensure your solution works the best way possible for your business needs, using industry best practices, so that you have fewer support issues.

Training

Get the most from your product investment by training your staff to leverage features that will help you stay ahead of the competition, and by ensuring your environment is optimized and stable when managed by knowledgeable staff.

For More Information

For more information about technical support, training and consulting, contact your local sales representative or partner.