Please use the dropdowns above to show results below.
The support knowledgebase is a valuable troubleshooting and how-to resource, providing access to a rich database of Technical Notes, Documentation and Product Support Lifecycle support version Status. Use the range of support information and tools available to you to troubleshoot issues before escalating to us.
Technical notes provide information about how to get technical support for your product, access to our online resources, and how to contact and work with our worldwide technical support organization.
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.
Through customized email notifications, you will receive the information you need to keep your systems optimized and secure. Keep your products current with the latest patches, services packs and software 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 your product is no longer in the Mainstream 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.
Add to or Update Authorized Contacts
Each contact in your organization needs their own unique user id and password in order to access technical support, training and patches. To add or update authorized contacts, the primary contact should follow these steps:
If you have any issues updating your contacts, please email us in EMEA or North America.
Learn more about managing your authorized support contacts.
Select your account and VPA to view the associated authorized contacts. If you are the primary contact, you can also add or change contact details.
The My Account's Maintenance Plans link provides you with your complete account and VPA history, allowing you to view the associated product licensing and maintenance entitlement. You can easily view your entitled product upgrades and service packs by clicking on the download link.
When you open a support incident through the Web, by email or phone, we verify your eligibility to receive technical support, assign a number to your issue, and forward your request to a technical support engineer.
(US and Canada)
Office hours and holiday closures
Submit an Incident online:
Maintained customer
Evaluating customer
Submit an Incident online:
Maintained customer
Evaluating customer
Submit an Incident online:
Maintained customer
Evaluating customer
Business Support 24x7 Maintenance and Support Plan
Business Support Maintenance and Support Plan, allows customers to purchase 24x7x365 protection, which is designed for organizations that need to ensure round-the-clock service for their mission-critical applications. This plan provides after-hours access to Technical Support for Severity 1 issues. When you contact us after-hours, the Technical Support Engineer on call will make a reasonable effort to resolve the issue as soon as possible. (For support office hours and contact information for your location, visit our support site.)
Before You Contact Support
If you determine that you need to contact Micro Focus for technical support, be ready to provide the following information in the online Incident form or over the phone to our Micro Focus Customer Support Representative. In general, if you don’t have a Maintenance and Support Plan on the software for which you are calling, you will be directed to a Sales Representative.
Maintenance and Support entitlement information:
Having the following additional information readily available when you contact us improves your Technical Support Engineer’s ability to quickly diagnose and resolve your issue.
A list of your support incidents, and the current status of each, is made available for you to view on the support portal. You may also view the status of your organization's support incidents. Select a support incident to view its details. The details may include current status and details descriptions of the actions taken.
Unless otherwise agreed upon, support incidents are closed as soon as you confirm that the issue is resolved to your satisfaction. In the event that we receive no feedback on the solution and the assigned customer support engineer is unable to contact you then an email will be sent to you indicating that the support incident is going to be closed but can be reopened or referenced at a future date if needed.
If an incident is not being managed / progressed to your satisfaction, use our Escalation Process to escalate the incident towards a swift and satisfactory resolution. Please note that this only applies to 'high severity' 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: Call your local Customer Support Center and request that your incident is escalated. We may ask for additional information and documentation. Your incident will be escalated and the relevant management chain immediately notified. Not happy? Raise your concern with your local Support Center Manager. The Technical Support Engineer managing your issue can put you in touch. Still have an issue? Your support engineer will put you in touch with your Regional Support Director and—if necessary—the Global Support Director.
We are 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
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.
You can suggest a change, improvement, or new feature for the Micro Focus product you are using by opening a support incident. We will evaluate all product enhancement requests as candidates for future product releases. All product enhancement requests become the property of Micro Focus.
Customers can report a potential security vulnerability in any of the Micro Focus products by telephoning (not emailing) the closest Micro Focus technical support center.
Your product's version determines its product support lifecycle phase and the level of support that is provided. We strongly recommend that you upgrade to current releases of Micro Focus software as they become available. To maintain consistently high levels of expertise within our worldwide support staff, we devote the majority of our support resources to supporting current versions of Micro Focus software. The Micro Focus Product Support Lifecycle defines the phases and the levels of support that you can expect to receive as your products move through their lifecycle. The Product Support Lifecycle version status for each product is listed on the Micro Focus support site. Note: Micro Focus reserves the right to change our product support guidelines or our product classifications without notice at any time.
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 |
| 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) |
Customers with Standard Care maintenance receive business hours coverage from their PSE or DSE. Customers with Business Support maintenance receive 24x7x365 coverage from their PSE or DSE for Severity 1 incidents or occasional special projects that are scheduled in advance.
-PSEs and DSEs are GEO based resources and do not respond to global requests.
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. |
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.
At the closure of each support incident, you will receive an invitation to complete a survey regarding your experience. The survey measures your satisfaction with the overall service 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.
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 1 hour or less (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
Replace the paragraph with this: 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.
For issues and projects outside the scope of Technical Support, you can engage our technical experts to help you implement solutions quickly and affordably. Whether your project would benefit from an on-site consultant or a remotely-based consultant, we can help you design and implement cost-effective and secure solutions that meet your business priorities. We also offer custom training to meet your specific knowledge-transfer needs.
Product experts provide an in-depth understanding of the features and functions of Micro Focus products for administrators and users and how to apply them in your environment. For information about training, please contact your Sales Representative, or visit our web site.
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 |
|---|---|---|---|
| Standard Care* 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 |
* 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 don’t know your Serial number, check the ’Serial Number not known‘ box and we’ll 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 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.
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) |
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) |
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.
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.
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.
Additional resources are available on a product-by-product basis. Some of these resources are freely available; others require current maintenance to access:
Incident Manager
By Phone:
To ensure that we can address your issue quickly and efficiently, please have the following available:
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)
Europe, Middle East and Africa (EMEA)
Asia-Pacific (APAC)
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).
Incident Manager :
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.
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.
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
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.
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.
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.
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 |
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. |
| 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. |
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.
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.
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. |
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) |
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.
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.
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.
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.
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.
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.
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.
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:
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.
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.
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.
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.
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.
| 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 |
| 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 |
| 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 |
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.
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.
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.
If you have logged an Incident, but are not satisfied with the support or advice provided, you may request escalation assistance by contacting:
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:
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.
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.
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:
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.
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.
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.
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 |
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. |
| 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. |
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.
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.
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. |
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) |
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.
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.
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 about technical support, training and consulting, contact your local sales representative or partner.
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 —we will be happy to help.
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...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
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).
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* 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.
| 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-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.
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 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'.
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 ‘All products’ 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 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.
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:Contact Email CustomerCare@microfocus.com for more information.