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. If you are managing mission-critical projects and applications then upgrade to Business Support, 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

https://supportline.microfocus.com

Electronic Product Delivery (EPD)

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. If you don’t already have a login, then register on the site. For more information check out the EPD 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. If you need help with licensing refer to the Product Documentation or contact SupportLine—we will be happy to help.

Contacting Customer Support

If 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

Before closing an incident we will always try to confirm that it has been resolved to your satisfaction. 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, you can escalate it with us. 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'. To escalate an incident contact Customer Support and request that the incident is escalated. Provide information explaining the reason for the request – for example, outage of a mission critical system.

Your incident will be escalated and the relevant management notified.

If you are still not satisfied with how your incident is being progressed, your Support Engineer can put you in touch with the local Support Manager, the regional Support Director or the Global Support Director if necessary.

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 Support office hours, phone us 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

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
Business Hours**
Excluding local
holidays
1
2
3
4
No target response
times
Business Support 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.

** 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 Business Support.

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.

Using the Customer Support SupportLine web portal

If you are a first time user you will need to register. 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.

If you don’t know your Serial number, check the ’Serial Number not known‘ box and we’ll process your registration manually 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 Support.

We will help you as quickly as we can and we process incidents in order of priority. 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 product category from the title bar and drill down to 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.