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 articles, Technical Information Documents (TIDs), white papers, read-me documents and more. Through the comprehensive search capability, you can find the most recent patches for products, look for product documentation, search for TIDs, find tips and tricks, access technical articles and download free tools. Use the range of support information and tools available to you to troubleshoot issues before escalating to us.

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.

Subscribe to Patch Notifications

Through RSS feeds and customized email notifications, you can receive the information you need to keep your systems optimized and secure. Keep your products current with the latest patches, services packs and product version 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 you need to receive full technical support beyond the Committed Support phase, including engineering support for severity 1 issues and critical security updates, consider the Extended Plus package.

Using Customer Center to Access Customer Support

If you have already searched the knowledgebase, read the product documentation, checked the forums and still have not found a resolution for your issue, you may open an Incident with technical support. You have access to technical support if you are a customer with Standard Care or Business Support maintenance, if you are a partner who receives access to technical support based on your credentials in the partner program, or a school or academic institution that has purchased a package of incidents, or if you have purchased Premium Support or Technology Partner Support. If you do not meet these criteria and would like to access technical support, please contact us or your local partner to find out how you can participate in one of our purchasing programs to qualify.

We provides one convenient location for you to manage your maintenance and access technical support: Customer Center. The following instructions will help you get started using this tool.

Create a Login and Activate your Maintenance and Support

When you purchase products or support, the primary contact for your organization will receive a confirmation email containing a unique contact ID number, which you use to activate and manage your maintenance account and benefits.

If you have an existing login account, all product licenses and support entitlements will be activated automatically, provided the email address used to place your order matches the address in your login account. To check or update your email address, log in at Customer Center and select from the navigation menu My Profile and then select Login Profile.

If you do not already have a login account, you can click the Installation link in the confirmation email. This will take you to a web page that steps you through the process of creating a login account. After you access the customer center, you will receive an email confirming and explaining your support and training entitlements.

Add to or Update Authorized Contacts

Each contact in your organization needs their own unique contact ID number in order to access technical support, training and patches. To add or update authorized contacts, follow these steps:

  1. Log in to Customer Center
  2. Select My Products /Products from the left navigation menu
  3. Select the product for which you would like to manage support contacts in the Product Family list, and then double-click the product’s maintenance line to get to the Product Detail page
  4. Click the User Access tab. Here you will see a list of current contacts that includes information about whether or not they are entitled to support or training
  5. To add a new contact, click the + button below the list of contacts. Enter the contact’s email address and select one or more of the following check boxes: Support, Training or Patch & Update.
  6. Click Add.

If you have any issues updating your contacts, please email us

Ensure that authorized contact information is current and accurate, and the individuals have the appropriate level of technical ability.

Manage Products and Services

Customer Center provides your complete order history – products, maintenance and other services. You can easily evaluate and manage your current resources and effectively plan for the future. Through Customer Center, you can access the valuable support services provided through your maintenance. These resources help you get the most from your our solutions and products. All the information and resources you need are right at your fingertips. Customer Center can help you simplify and reduce costs associated with managing the resources that are so critical to your business.

Open an Incident

A support Incident is defined as assistance with one issue, problem, or question relating to the use or installation of our product, regardless of the number of communications required.

  • Severity 1: Open an Incident by telephone. A severity 1 issue is defined as a severe issue with an operation that is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available. In this situation, you must log the Incident by phone.
  • Severities 2, 3 and 4: Open an Incident through the Customer Center first, login with your username and password, then select "Submit New SR" and follow the on-screen instructions. You will need to enter your contact ID the first time you setup your account. This number will then be stored for future logins.

    Select your preferred method of contact
    • Chat | Features | How to use
      Get real-time access to support engineers and have the option to allow your support engineer to connect to your system for improved troubleshooting and easier walk-through directions. You can even grant full control of your desktop or server so that your support engineer can work directly on your problem with you. Chat support is available in English, German, French, Italian and Spanish.
    • Email

      We will contact you according to times and hours of access defined in your program or maintenance level. Please provide as much detail as possible using the guidelines provided in the section Information to include in your Incident.

    • Callback

      We will contact you according to the response times and hours of access defined in your program or maintenance level. Please provide as much detail as possible using the guidelines provided in the section Information to include in your Incident.

Americas

Please call the number for your country listed below to submit an Incident by phone:
Country Location Number
USA & Canada North America Support Center
Provo, UT
1-800-858-4000
24x7 (TTY/TDD 800-711-3484)
Latin America
(All Spanish speaking countries)
Latin America Support Center
Buenos Aires, Agentina
+5411-5272-1091
24x7
Brazil Brazilian Support Center
Sao Paulo, Brazil
+55 11 3345-3950
12x5 electronic
24x7 for severity 1 exclusively by phone

Asia Pacific

Please call the number for your country listed below to submit an Incident by phone:
Country Number
Australia 1 800 005 731
China +0086 800 810 6500
+0086 400 810 6500
Hong Kong +001 800 800 80045
India +91 80 4002 2990
Indonesia +0018 036 1686
Japan +81 3 4563 4277
Macau +1080 0610 0292
Malaysia +00 800 800 80045
New Zealand +00 800 800 80045
Philippines +00 800 800 80045
Singapore +001 800 800 80045
South Korea +00 800 800 80045
Taiwan +00 800 800 80045
Thailand +00 800 800 80045
For any country not listed call (USA) +1 801 861 4000

Europe, Middle East and Africa

Please call the number for your language listed below to submit an Incident by phone:
Language Number
English +420 28 408 4051
French +420 28 408 4054
German +49 211 5632 801
Italian +420 28 408 4055
Polish +48 22 537 50 97 (8 a.m.-6 p.m. CET)
Spanish +420 28 408 4052

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).

Note: Scheduled Standby is a chargeable service that can be pre-arranged in blocks of four hours during and outside business hours. This service gives you direct access to a engineer on a standby basis. When you have a scheduled product upgrade or network maintenance task for which you’d like some added insurance, you can have an experienced support engineer standing by. We require a minimum of three business days of notice to arrange for this service.

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

You can access the most current information on your Incidents from the Customer Center. After you log in, a list of your Incidents and the current status of each is made available. Select one to view its details (which can include current status and detailed descriptions of the actions taken by the support engineer). To display all Incidents created under your account(s) (by yourself or other authorized contacts), click the All SRs table.

Get Help Creating and Managing Incidents in Customer Center

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

Escalation

If you have logged an Incident, but are not satisfied with the support or advice provided, you may request escalation assistance by contacting:

Critical Situation Handling Process

In exceptional circumstances, where a mission critical component is down, causing a major business impact, we can declare a critical situation. We define a critical situation as “…one or more support Incidents whose timely resolution will minimize or prevent a major financial loss to one of our customers . “A critical situation is the highest level of escalation, raising the Incident visibility to the executive levels within the company.

When you have an issue involving our products that is creating a major, adverse impact to your business, we want to ensure that the proper resources are quickly involved so we can resolve the issue in a timely manner. We have internal escalation procedures that involve specialized and focused levels of technical and management personnel working together to speed resolution.

There are several things you can do during a critical situation that will enable us to help you more effectively. Please follow these guidelines when reporting a critical situation:

  • Please contact us as early as possible
  • Have an authorized contact open the Incident by phone. Do not use email or the Customer Center to open a critical Incident
  • At the beginning of your initial call, indicate the critical nature of the situation. If the issue did not start out as critical, but has since become such, notify us with a phone call. Information on the level of impact the particular critical situation is having on your business operations is extremely helpful. Be ready to provide us with all relevant information: contact ID, product versions, patch levels, configuration, troubleshooting steps performed, and so forth. (It may be helpful for you to call from the site where the critical situation is occurring.)
  • If you have a SAM, notify him or her as soon as possible regarding the critical situation. This is a vital step in ensuring that the appropriate resources are ready to help you.

Should an Incident become critical, authorized contacts should notify their support engineer, ASE, PSE, or DSE; and/or SAM to make them aware of the business impact. The support engineer will be able to coordinate all of the relevant technical resources needed to progress a problem to a resolution. Where additional escalation assistance is required, the SAM can help facilitate this process. Following this communication process will ensure that relevant resources from our company are engaged and that you are updated regularly on the resolution progress.

After they are approved, critical situations are reviewed on a daily basis by the Technical Support team, which will initiate regular action plan updates from the Assigned Support Engineer (or SAM) to all appropriate management contacts within your organization until the critical situation is resolved.

Resolving Multi-Vendor Issues

We are a founding sponsor and remain 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: https://www.tsanet.org.

How to Report a Software Defect, request a Product Enhancement or Report a Security Vulnerability

Software Defects

You may report a software defect either through our free bug tool, or by opening an Incident.

When you report a software defect using our free bug tool, you will not receive a call back from a support engineer, as this tool is not an avenue for technical support. Any fixes made from these reports will be added to the next service pack release or patch update and announced through the regular maintenance notification.

If you choose to report the bug by opening an Incident, you will be able to talk to a support engineer, and if the issue is corrected, you could receive a program temporary fix (PTF). Although most customers are entitled to unlimited support, if you are a partner or academic institution with limited Incidents, an Incident will be decremented from your count if your support agreement has a limit on Incidents. You may request us to credit the Incident if the problem is determined to be a software defect for which information has not previously published as a Technical Information Document (TID) in the Support Knowledgebase, or documented in our release notes or maintenance notifications.

For this purpose of this document, a software defect is either:

  • During the Committed Support phase of the product support lifecycle, an error in a product’s functionality that results in the software’s failure to perform substantially in accordance with its specifications and for which our company is responsible; or
  • A critical security defect in a product that is in the Extended Support phase.

Product Enhancement Requests

We are committed to creating highly functional, user-friendly software. Listening to our customers is an integral part of that commitment. Please help us improve our products by submitting your feedback and requests. If you have already opened an Incident to report an issue that is a feature change, we will open an Enhancement Request in your behalf.

Security Vulnerabilities

Our presence in the software security field is continuously contributing to the high degree of trust and confidence that users value in our software. Do your part to contribute to the unprecedented reputation of our product by reporting any observed vulnerabilities.

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 Incident, you will receive an invitation to complete a survey regarding your experience (unless your survey requests are serviced by an ASE, PSE, or DSE, in which case surveys may be conducted less frequently). The survey measures your satisfaction with the overall Incident process, as well as in specific areas such as resolution effectiveness, our product quality and support engineer performance. Surveys are delivered in one of eight languages, as specified during the service agreement setup. We encourage your participation in completing this survey to detail your experience on each opened 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 Access to a team of senior in-region support engineers for business-hours access to technical support (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 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)
  • Standard Care or Business Support maintenance or a partner program is required before purchasing these services.
  • 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.
  • 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.
  • 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.

For More Information

For more information about technical support, training and consulting, contact your local sales representative or partner.