Benefits of using the web portal
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.
|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).
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|
|No target response
|Business Support||24x7x365 by telephone
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.
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.|
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 donât know your Serial number, check the âSerial Number not knownâ box and weâll 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'.
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.
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.
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
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)
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)|
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:
Contact Consulting@microfocus.com for more information.