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

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.)

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 Support 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 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.

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 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.

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

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
Standard Care*
Premier Partner
Academic 12x5 Support Pack
Business Hours**
Excluding local
holidays
1
2
3
4
No target response
times
Business Support
Academic 24x7 Support Pack
24x7x365 by telephone
Business Hours
Business Hours
Business Hours
1
2
3
4
1 hour
3 hours
6 hours
Next Bus Day
* Effective December 1, 2018, Standard Care will no longer be available for purchase.
** See Local Business Hours.

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 Business Support 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 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.

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 (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.

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 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.

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.