Our Services

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:
  • Access to our highly-experienced technical support engineers
  • Free software updates
  • Replacement license keys
  • Technical resources, including the Micro Focus Communities, demos and sample utilities

All Micro Focus customers enjoy these benefits under their maintenance and support plan.

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 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.

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. For help completing the licensing process refer to the Product Documentation or contact Customer Support —we will be happy to help.

Contacting Customer Support

Do you have a critical issue? Call us for an immediate response. For anything else, raise an incident via the web or send us an email to Customercare@microfocus.com.

Web users will enjoy all these additional benefits...
Benefits of using SupportLine
  • 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
  • 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
  • Link to KBTV Videos - user tips that help you get maximum value from your product
  • All product updates and some upgrades. Check out the Product Update video.

Self Serve Licensing. You can manage or request licenses through SupportLine. The functionality will be dependent on the product and version.

Registering for the SupportLine web portal

To register, you'll need your product serial number, typically a 12 digit string. 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.

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.

Support Incident Closure

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.

How to Escalate an Incident

If an incident is not being managed/progressed to your satisfaction, use our bespoke process to escalate the incident towards a swift and satisfactory resolution. 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'. Here's what to do:
  1. Call your local Customer Support Center and request that your incident is escalated.
  2. We may ask for additional information and documentation.
  3. Your incident will be escalated and the relevant management chain immediately notified.
  4. Not happy? Raise your concern with your local Support Center manager. The Support Engineer managing your issue can put you in touch.
  5. Still have an issue? Your support engineer will put you in touch with your Regional Support Director and—if necessary—the Global Support Director.

Support Delivery Information

Business Hours:
United States and Canada
Business Hours:
Monday – Friday
6:00 AM – 5:00 PM
(Pacific Time)
Asia Pacific
Business hours:
Monday – Friday
9:00 – 5:00 PM JST
Europe Middle East and Africa
Business hours:
Monday – Friday
7:00 – 17:30 GMT
8:00 – 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).

Product Support Lifecycle

The Product Support Lifecycle defines the duration and levels of support customers can expect to receive as products mature.

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
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

* See Local Business Hours.

Response Targets
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

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 SupportLine

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-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 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.

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 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 will—of course—help 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'.

Self Help Resources

Knowledgebase

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?

Documentation

Full documentation for all Micro Focus products can be found via the Product Documentation menu.

Just select ‘All products’ then the specific product you require and the information you need will be right there.

Licensing

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.

New Product Functionality

If there is new functionality that you would like to see in one of our products please enter an IDEA in the online community.

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.

'Critical' consulting support coverage

The delivery of a 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 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:
  • Solution analysis and design
  • Solution design validation
  • Production cut-over planning
  • Production cut-over readiness validation
  • Production cut-over event support

Contact Email CustomerCare@microfocus.com for more information.