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 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.
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.
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.
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:
Learn more about managing your authorized support 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.
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.
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.
(US and Canada)
Office hours and holiday closures
Business Support 24x7 Maintenance and Support Plan
Business Support 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.)
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 Support Representative. In general, if you donât 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:
Having the following additional information readily available when you contact us improves your Technical Support Engineerâs ability to quickly diagnose and resolve your issue.
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.
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 support 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.
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 Support 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.
We are an active member of the Technical Support Alliance Network (TSANet)âa 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 âfinger pointing.â 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
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.
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.
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.
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.
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 or Partner program you have:
|Maintenance or Program Level||Hours of Coverage||Severity Level||Target Response Time|
Academic 12x5 Support Pack
|No target response
Academic 24x7 Support Pack
|24x7x365 by telephone
Next Bus Day
|Premium Support Program||Hours of Coverage||Target Response Time|
|Advantage Incident Packs
Assigned Support Engineer (ASE)
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)|
Customers with Standard Care maintenance receive business hours coverage from their PSE or DSE. Customers with Business Support 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.
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 (Critical)||Production system is down. The product is inoperable, resulting in a total disruption of work. No workaround is available.|
|Severity 2 (High)||Major functionality failure. Operations are severely restricted, although work can continue in a limited fashion. A workaround is available.|
|Severity 3 (Medium)||Minor functionality failure. Product does not operate as designed, resulting in a minor loss of usage. A workaround may be available.|
|Severity 4 (Low)||There is no loss of service. For example, this may be a request for documentation, general information, or a Software enhancement request.|
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 customerâs 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.
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.
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
Replace the paragraph with this: If your product is no longer in the Committed 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.
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.
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.