Micro Focus Customer Support 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:
All Micro Focus customers enjoy these benefits under their maintenance and support plan.
Your new Micro Focus product will arrive electronically. You will receive an email with a link to our SupportLine web site. Use it to log into your dedicated download area using your SupportLine User Name. Don't have one? Then we will create one for you. Use this User Name to access every area of SupportLine. Want to know more? Check out the EDP Tutorial videos.
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. For help completing the licensing process refer to the Product Documentation or contact Customer Support âwe will be happy to help.
Self Serve Licensing. You can manage or request licenses through SupportLine. The functionality will be dependent on the product and version.
We strongly recommend managing any incidents via the SupportLine web site to ensure any updates are delivered immediately to the Support Engineer managing the SI.
Our Reporting an Incident video has more information.
We will close an incident once you have confirmed that the issue has been satisfactorily resolved. 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 email CustomerCare@microfocus.com.
United States and Canada
Monday â Friday
6:00 AM â 5:00 PM
Monday â Friday
9:00 â 5:00 PM JST
Europe Middle East and Africa
Monday â Friday
7:00 â 17:30 GMT
8:00 â 17:30 BST
Business hours exclude public holidays in the support office location.
For urgent technical support outside local Customer Support office hours, dial your normal SupportLine toll free number and your call will be redirected to an open support center (see the Contact Us page for your country's free phone number).
The Product Support Lifecycle defines the duration and levels of support customers can expect to receive as products mature.
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|
|Premier Partner||Business Hours*
|No target response
|Business Support||24x7x365 by telephone
Next Bus Day
* See Local Business Hours.
|Severity||Request Type||Support First Response|
|Severity 1 - High||Telephone||< One Hour|
|Severity 2 - Medium||Telephone/E-mail/Web||< Two business hours|
|Severity 3 - Low||Telephone/E-mail/Web||< Eight business hours|
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.|
First time user? Then you'll need to register first. 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 SupportLine" 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.
Can't find your number? Just check the 'Serial Number not known' box and we'll process your registration 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-filledâjust 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 SupportLine.
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.
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.
Managing your Support Incidents through the web 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 do not publish response times for Support Incidents, but process them in priority order. We willâof courseâhelp you as quickly as we can. 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'.
The Knowledgebase provides you with a fast and easy-to-use online technical research library containing over 15,000 documents and technical bulletins that are added to daily. The Knowledgebase is fully indexed, allowing quick searches through the entire database or a product subset for a single word or group of words. This is the public section of the same database that Customer Support use to assist you with technical queries. It's an excellent resource. Why not have a look today?
Full documentation for all Micro Focus products can be found via the Product Documentation menu.
Just select âAll productsâ then the specific product you require and the information you need will be right there.
Self help Licensing is available for many of our products. Once in our licensing section there are FAQs and videos available to guide you through the process.
If there is new functionality that you would like to see in one of our products please enter an IDEA in the online community.
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.
The delivery of a software solution usually involves integration into IT infrastructures and operations involving hardware, networks and third party or custom software applications.
Incidentsâespecially high severity incidentsâoccurring at this time are rarely software-related but are generally a consequence of a configuration issue within your environment. Consequently, these important events may benefit from additional expertise.Therefore we strongly recommend engaging our Consulting team, either onsite or remote, to support critical projects or events including:
Contact Email CustomerCare@microfocus.com for more information.