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Micro FocusSupportCustomer Support Handbook and Quick Start GuideGuidewww.microfocus.comReference GuideSupport

Table of ContentspageProtecting Your Software Investment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Add Customer Subscription Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Change from Service Agreement ID to Customer Subscription Nameat Renewal Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Activate Your Software Licenses and Download Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . 2More on Software Updates, Alerts, and Lifecycle Information . . . . . . . . . . . . . . . . . . . . . . . . 3Micro Focus MySupport. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Submit a Request with Your Premium Support Engineer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Community. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Requesting Support Management Assistance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Micro Focus Support Portfolio and Offerings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Protecting Your Software InvestmentClick on Create an AccountMicro Focus Business Support helps you to keep your IT environmentup and running and your costs down, by providing fast 24-hour accessto experts who can diagnose and resolve issues as well as give adviceon software product features. We maximize the value of your softwareinvestment by providing comprehensive technical support and software updates for your products. We have the expertise to increase system uptime and performance, reduce total cost of ownership, and driveefficient business outcomes.This customer support handbook and quick start guide provides valuable information that will help you get started with your Support benefitsand can be used as a reference throughout the lifecycle of your MicroFocus Business Support. It has never been quicker, easier, or more convenient for you to access our world-class service.This guide will help you to:1.Set up your Micro Focus Credentials2.Add Customer Subscription Name3.Activate your Software licenses4.Use Micro Focus MySupport–– Log support service requests (incidents)–– Search knowledge baseFigure 2. Create an accountYou will need an email address and password to set up your account. Ifyou had a Passport account in the past, please register with the samee-mail address as you had with Passport. This will allow you to retainyour associated subscriptions and access to your license entitlements.–– Access technical support experts–– Escalate support cases and so onLet’s get started!Set up Your Micro Focus CredentialsYour Micro Focus credentials, powered by Micro Focus Access Man ager and eDirectory , is a sign on service that lets you use one userID and password for all MySupport-enabled websites.STEP 1: CREATE YOUR NEW UNIFIED MICRO FOCUS count.jspFigure 1. Sign In on MySupportFigure 3. Enter data to create an accountwww.microfocus.com1

Reference GuideMicro Focus SupportSTEP 2: VALIDATE YOUR E-MAIL ADDRESSOnce you have completed registration, you will be sent a validation email. Once you receive the e-mail please follow the instructions in thee-mail to complete the validation.Your new Micro Focus Credentials will replace your current Passportsingle sign-on.Add Customer Subscription NameThe Customer Subscription Name is the unique subscription identifierwith Micro Focus. You will receive your Customer Subscription Namein a separate communication within days of your software purchase.You will be asked to provide the Customer Subscription Name whenaccessing technical support.Change from Service Agreement ID toCustomer Subscription Name at Renewal TimeExisting Micro Focus Support customers may have a Service AgreementID (SAID). SAIDs will continue to work on Micro Focus MySupport untilthe time of support contract renewal. Once you renew your Support, youwill receive a Customer Subscription Name. This Customer SubscriptionName can be found on Electronic Delivery Receipt, Welcome to Supportemail, renewal quote, and Renewal Booking Confirmation email. IInputyour Customer Subscription Name to your My Entitlement in MySupportper the above instructions.If you have more than one Customer Subscription Name, please makesure to link all of your Customer Subscription Names to your MySupportaccount (instructions as follows).Sign into Micro Focus MySupport1.Select My Entitlements located under License & Downloads on themenu, then in the drop downFigure 5. Enter Customer Subscription Name to Add to EntitlementsYour SAID will show expired and your case history will move under yourCustomer Subscription Name within 2-3 business days.Activate Your Software Licenses and Download SoftwareFigure 4. Example of MySupport menu2.2On the subsequent screen, enter your Customer Subscription Nameinto the dialog box.Software download and license activation are facilitated through theSoftware Licenses and Downloads portal. Please refer to your specificproduct instructions for further licensing guidelines. If you received aseparate Electronic Delivery Receipt email, please use the link includedin that email to directly access your products. The Fulfillment Downloadcontact on the Electronic Delivery Receipt email is automatically setas the administrator of the order. Administrators are responsible foractively approving all access requests, granting additional user access and changing auto-approve settings. If you did not receive the

Electronic Delivery Receipt email, please log in to the Software Licensesand Downloads Portal using your Micro Focus credentials. First timeusers need to link their credentials to their license entitlements usingthe Search Account button and entering the Customer SubscriptionName. To learn how to get started, please refer to the Software LicenseActivation—Quick Start Guide.If you are with a U.S. Government agency, you will access the SoftwareLicenses and Downloads Portal here.The ELA Customers—Starter Guide or License Delivery Center contacts are readily available via the Help Contact Support LicensingSupport.More on Software Updates, Alerts,and Lifecycle InformationFigure 6. Service Requests (incidents)To locate and download updates for products, please visit SoftwareLicenses and Downloads.You may also go to the top menu and click on Service Requests.For an overview of the most current software product obsolescencepolicy and end of support announcements, please visit the ProductLifecycle (Obsolescence & Migrations) site.Micro Focus MySupportFast, powerful, and personal online access to knowledge and experts.Visit and start using Micro Focus MySupport.ChatNon-technical Live Chat is available in several languages. For availablelanguages and to begin a non-technical chat, click here and please select your chat language.Chat is also available from the Help / Chat menu or from the Chat iconon the MySupport main page.Figure 7. Service Requests (incidents)3.MySupport will take you to your Service Request Dashboard.Here you will be able to see your case history and ability to opena new case.You may also log and update service requests (incidents) through LiveChat by going to the Help menu Contact Support.Submit and Manage Service RequestsTo log a service request (incident) or manage current incidents:1.Log onto MySupport.2.Click on Service Requests (Incidents)www.microfocus.com3

Reference GuideMicro Focus SupportFigure 8. Service Request (incident) DashboardNOTEIf you need to log a service request (incident) and have not received yourCustomer Subscription Name or you have an existing SAID / CustomerSubscription Name and wish to inquire about it, click on InvestigateContract.Figure 10. Service Request (incident) DashboardPatchesUsing our facet-based knowledge search, you’ll have direct access tothe patch list. You can sort on product, version, operating system (OS),and so on to refine your search.Figure 9. Investigate ContractSubmit a Request with Your Premium Support EngineerIf you have purchased a Premium Support engineer, you can chose tosubmit a service request through your Business Support or throughyour engineer. In the Submit a New Service Request (Incident) screen,select your Premium Support engineer in the Service Offering dropdown menu.Premium Support engineers include Named Support Engineer (NSE),Solution Support Engineer (SSE), and Dedicated Support Engineer (DSE).4Figure 11. Patches

DocumentationUsing our facet-based knowledge search, you’ll have direct access tothe documentation list. You can sort on product, version, OS, so onto refine your search. MySupport introduces links to product-specificdocumentation portals for Application Delivery Management (ADM) andIT Operations Management (ITOM) products.Figure 12. DocumentationCONFIGURE YOUR PREFERENCESYou can configure your preferences and manage your information asshown in Figure 13:Figure 13. Preferences Edit profileHelp with Navigation and Use of Micro Focus MySupport Check My Entitlements (manage your SAIDs / CustomerThe Help section on the top navigation bar contains the Getting Startedonline guide, FAQ, Guides, Feedback, and Access levels.Subscription Names) Check My Products (view a listing of your products associatedwith your My Entitlements) Manage Email Notifications Manage Survey preferences And moreFigure 14. Helpwww.microfocus.com5

Reference GuideMicro Focus SupportMoreover, if you need help anytime—engage the Customer Supportteam through Live Chat via the Help menu Contact Support.CommunityThe Community provides resources you need to stay up to speed onthe latest technical developments with software. Inside our technical network, IT practitioners showcase their knowledge, connect withpeers, and get access to advice, downloads, demos, and discussionswith fellow experts. The Community also offers blog articles, softwaredownloads, information about upcoming events, and more.Figure 16. Community MarketplaceForumsConnect with other customers and interested parties regarding manytopics about our products. Sometimes your peers have the solutionsyou’re looking for. You will find Forums in the individual product pageson the Community site.Figure 15. CommunityThere are public support forums where you can find answers to yourtechnical questions, share your knowledge, and collaborate with peers.Please note that you must be signed into your Micro Focus Credentialsto access the Community pages.MarketplaceIn the Marketplace you can explore apps, add-ons and more to expandthe functionality of your Micro Focus software products. You can searchby Marketplaces, or Products alphabetically A-Z.Figure 17. Community6