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. Business Support maintenance provides technical support access 24x7x365.

North America (NA)

  • Business Support maintenance Customers (24x7) The number to call is provided to you in your Business Support 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)

  • Business Support maintenance Customers - (24x7) The number to call is provided to you in your Business Support 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)

  • Business Support maintenance Customers - (24x7) The number to call is provided to you in your Business Support 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 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
If you have purchased a Premium Support Engineer, refer to the response times in the Premium Support programs table.
* Effective December 1, 2018, Standard Care will no longer be available for purchase.
** 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 Business Support 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.

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.

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.
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 Business Support 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 Business Support 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 Business Support 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.

Extended Plus

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

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.