No more missed important software updates! UpdateStar 11 lets you stay up to date and secure with the software on your computer.

UpdateStar is compatible with Windows platforms. UpdateStar has been tested to meet all of the technical requirements to be compatible with Windows 10, 8.1, Windows 8, Windows 7, Windows Vista, Windows Server 2003, 2008, and Windows XP, 32 bit and 64 bit editions. Simply double-click the downloaded file to install it. UpdateStar Free and UpdateStar Premium come with the same installer. UpdateStar includes such as English, German, French, Italian, Hungarian, Russian and.

You can choose your language settings from within the program.

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 package. This package ensures you will continue to receive engineering support for severity 1 defects or critical security updates. Using MySupport to access Technical Support. 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: • Log into • My Account's Authorized Contacts • Select VPA number • Add/Remove/Edit contact details • Submit • Once we receive the information a User ID and Password will be generated.

If you have any issues updating your contacts, please email us in. Learn more about. Add to or Update Authorized Contacts. Total Care 24x7 Maintenance and Support Plan Total Care 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,.) Information to Include in your Support Incident.

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 Care 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: • Web: User ID and password • Phone: VPA number • Support Incident number (if you’re calling on an existing case) • Contact name • Company name 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.

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 Care 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. 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. Resolving Multi-Vendor Issues. 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: How to Report a Software Defect, request a Product Enhancement or Report a Security Vulnerability. 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 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. Note: Micro Focus reserves the right to change our product support guidelines or our product classifications without notice at any time.

Hours of Access and Target Response Times. 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) • Maintenance is required before purchasing these services. • 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.

• The target response time applies to the period when support is available. For example, a Standard Care maintenance Incident logged less than an hour before end of business day will be responded to the following business day. • Although the Advantage Incidents and Assigned Support Engineers (ASEs) are only available during business hours, customers with Total Care maintenance may open Incidents after hours and the Incident will be assigned to a Technical Support Engineer in the Support Center, but upon request may be transitioned to the ASE or an Advantage Incident owner during normal business hours. • Customers with Standard Care maintenance receive business hours coverage from their PSE or DSE. Customers with Total Care 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.

Severity Level Definitions. Severity 1 (High) The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available. Severity 2 (Medium) Operations are severely restricted.

Important features are unavailable, although work can continue in a limited fashion. A workaround is available and allowing the company to operate in some manner. The product does not work as designed resulting in a minor loss of usage. Severity 3 (Low) There is no loss of service.

This may be a request for documentation, general information, product enhancement request, etc.; or the product has a workaround that keeps the business functioning near normal levels. Customer Data.

Customers and partners acknowledge that we may need access to certain software, hardware, data, third party software or other information or material to adequately troubleshoot and test issues. Lack of access to reproduce a customer’s environment may prevent us from reproducing and isolating an issue.

Customers and partners will take responsibility for all data provided to us. We assume to have consent and permission to troubleshoot with data provided. Customers and partners will not provide data that is alleged to be confidential or proprietary. Customers and partners acknowledge that data provided may be altered or damaged in the course of testing and troubleshooting, and will take all appropriate measures to back-up the applicable data prior to providing it to us. Customer Satisfaction Surveys. At the closure of each 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. Additional Support Options Available. 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.

Micro Focus SupportLine services 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 Community, demos and sample utilities • Product upgrades at 40% of current license fee for COBOL, CORBA and Enterprise products All Micro Focus customers enjoy these benefits under our Standard Care maintenance and support plan. If you are managing mission-critical projects and applications then upgrade to Total Care, and consider adding the services of a dedicated support engineer or account manager with Premium Support. Learn more about our maintenance and support plans.

Getting Started. If you have a critical issue for an immediate response. For anything else, contact us through the. You'll enjoy all these benefits.

Benefits of using the web portal • 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 • Run Excel reports on incidents for internal management of outstanding issues • A constantly-updated of more than 20,000 articles by technical experts • The latest • - user tips that help you get maximum value from your product • All and some upgrades. Check out the video. Registering for the SupportLine web portal. 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.

For further diagnostic information specifically related to the Micro Focus Enterprise product suite, please refer to the. 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 video has more information. Support Incident Closure. Before closing an incident we will always try to confirm that it has been resolved to your satisfaction.

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.

How to Escalate an Incident. If an incident is not being managed/progressed to your satisfaction, you can escalate it with us. 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'. To escalate an incident and request that the incident is escalated. Provide information explaining the reason for the request – for example, outage of a mission critical system. Your incident will be escalated and the relevant management notified. If you are still not satisfied with how your incident is being progressed, your Support Engineer can put you in touch with the local Support Manager, the regional Support Director or the Global Support Director if necessary.

Support Delivery Information. Severity 1 (High) The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.

Severity 2 (Medium) Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available and allowing the company to operate in some manner. The product does not work as designed resulting in a minor loss of usage. Severity 3 (Low) There is no loss of service.

This may be a request for documentation, general information, product enhancement request, etc.; or the product has a workaround that keeps the business functioning near normal levels. Using the Customer Care SupportLine web portal. If you are a first time user you will need to register. We walk you through the registration process below. Alternatively, please view the 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 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 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 Care. 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'.

Leveraging Self Help Resources. The Micro Focus Knowledge Base is part of the. The site is organized by product, so you can perform a very specific search. Select product category from the title bar and drill down to the relevant product. You'll find the Knowledge Base under the Wiki tab.

With approximately 20,000 articles already on the site and more being added daily, it's an excellent resource. Why not have a look today? 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. 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.

Additional Support Options Available. 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 Hours of Coverage and Response Time Targets for Premium Support Engineers. If you have a Premium Support Engineer (ASE, PSE, or DSE) or Advantage Incidents, you may contact the engineer by telephone for any level of severity, not just Severity 1 issues. You may also use Customer Center to open an Incident with your engineer via chat or email for any severity except Severity 1.

Premium Support Program 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) • A maintenance plan is required before purchasing these services. • Although Advantage Incidents and Assigned Support Engineers (ASEs) are only available during business hours, customers with 24x7 maintenance coverage may open Severity 1 Incidents after hours. The Incident will be assigned to a Technical Support Engineer in the Support Center, but upon request may be transitioned to the ASE or an Advantage Incident owner during normal business hours. • Customers with maintenance that only provides business hours coverage will be able to contact their PSE or DSE during business hours. Customers with maintenance that provides 24x7 coverage may contact their PSE or DSE 24x7x365 for Severity 1 issues or regarding occasional special projects that are scheduled in advance. PSEs and DSEs are GEO based resources and do not respond to global requests.

'Critical' consulting support coverage. The delivery of a Micro Focus 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 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: • Solution analysis and design • Solution design validation • Production cut-over planning • Production cut-over readiness validation • Production cut-over event support Contact for more information. Additional resources are available on a product-by-product basis.

Some of these resources are freely available; others require current maintenance to access: • White Papers - Best Practices, Specific technology and environments, integration and a host of topics relevant to your product deployments. • Documentation - Product specific documentation including release notes, Installation Guides, User Guides, and Administration Guides among others.

• Diagnostic Tools - Product specific diagnostic tools (does not apply to all products) that gather log files, environment specific information, registry settings, etc. • Hotfixes - The latest information and downloads for product specific Hotfixes. • Software Updates - The latest information and downloads for product specific Service Packs, Updates and Releases. Using Customer Center to access Technical Support. Incident Manager • Login to • Choose 'Open an Incident' By Phone: To ensure that we can address your issue quickly and efficiently, please have the following available: • Product registration numbers. • Incident number if you are calling about an existing case.

• Access and permissions to the computer where the affected product is running. Note: Standard Care maintenance provides technical support access 12x5, excluding weekends and local holidays. Total Care maintenance provides technical support access 24x7x365. North America (NA) • Total Care maintenance Customers (24x7) The number to call is provided to you in your Total Care support package. Both toll and toll-free numbers are available. • Standard Care maintenance Customers (12x5) Monday through Friday from 7 a.m.–7 p.m.

CST, excluding holidays ('Normal Hours'). Europe, Middle East and Africa (EMEA) • Total Care maintenance Customers - (24x7) The number to call is provided to you in your Total Care support package. Both toll and toll free numbers are available.

• Standard Care maintenance Customers (12x5) Monday through Friday from 8 a.m.–8 p.m. CET, excluding holidays ('Normal Hours'). Asia-Pacific (APAC) • Total Care maintenance Customers - (24x7) The number to call is provided to you in your Total Care support package. Both toll and toll-free numbers are available. • Standard Care maintenance Customers (12x5) Monday through Friday from 8 a.m.–8 p.m. GMT, excluding holidays ('Normal Hours'). WHAT is the problem?

• Which version of the product (or products) is having the problem? • Which support pack level is loaded? • What error messages (if any) are returned?

• What troubleshooting steps have already been performed? WHERE does the problem occur?

• What is the environment? • On which sites, servers, directories or clients does the problem occur? • Where does the problem not occur? WHEN does the problem occur? • When did the problem first occur? • Were changes made prior to the problem occurring? If so, what (installation of products, support pack, network changes, and so forth, for example)?

WHAT is the extent of the problem? • Is a workaround available? • What is the business impact of the problem? Checking the Status of Open or Resolved Incidents.

Customers may request an escalation at any time for either technical or customer service reasons. 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. Resolving Multi-Vendor Issues. 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: How to Report a Software Defect, request a Product Enhancement or Report a Security Vulnerability. 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 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. Support Delivery Information. 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 12x5** Excluding local holidays 1 2 3 No target response times Total Care Academic 24x7 Support Pack 24x7x365 1 2 3 1 hour 3 hours Next Bus Day *If you have purchased a Premium Support Engineer, refer to the response times in the. ** Local 12x5 Support Center hours are as follows: Americas 6 a.m.—6 p.m. MT, APAC 7 a.m.—7 p.m. From your local country, EMEA 8 a.m.—8 p.m. CET, LATAM 8 a.m.—5 p.m.

UTC-3 (Argentina time zone). *** The target response time applies to the period when support is available.

For example, a Total Care Severity 2 incident logged at 6 p.m. Will have a target response time of before 9 a.m. The following business day. Severity Level Definitions. The severity of an Incident is defined when created, and can be set electronically by the customer creating the Incident, or by Firstline over the telephone.

We have defined three severity levels: Severity 1 (High) The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. La Noire Pc Activation Code Keygen Idm. There is no workaround available.

Severity 2 (Medium) Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available and allowing the company to operate in some manner.

The product does not work as designed resulting in a minor loss of usage. Severity 3 (Low) There is no loss of service.

This may be a request for documentation, general information, product enhancement request, etc.; or the product has a workaround that keeps the business functioning near normal levels. Support Level Definitions.

Level 1 Problem determination, including provision of compatibility information, installation assistance, usage support, on-going maintenance and basic troubleshooting. Level 2 Problem isolation, including efforts to duplicate customer problems, isolate a problem area and provide resolution for problems not resolved by Level 1 Support.

Resolution may include reasonable work-arounds. Level 3 Problem resolution, which means to resolve complex problems identified by Level 2 Support. Resolution means closure of the issue giving rise to the service request, and may include configuration changes, implementation of a workaround, or creation of a software modification that when installed cures an Error. Resolution is not possible in all circumstances. Customer Data. Download Toshiba Satellite L20 Drivers.

Customers and partners acknowledge that we may need access to certain software, hardware, data, third party software or other information or material to adequately troubleshoot and test issues. Lack of access to reproduce a customer's environment may prevent us from reproducing and isolating an issue. Customers and partners will take responsibility for all data provided to us. We assume to have consent and permission to troubleshoot with data provided. Customers and partners will not provide data that is alleged to be confidential or proprietary.

Customers and partners acknowledge that data provided may be altered or damaged in the course of testing and troubleshooting, and will take all appropriate measures to back-up the applicable data prior to providing it to us. Customer Satisfaction Surveys. At the closure of each 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. Additional Support Options Available.

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. The is a valuable troubleshooting and how-to resource, providing access to a rich database of technical articles, Technical Information Documents (TIDs), white papers, read-me documents and more. Through the comprehensive search capability, you can find the most recent patches for products, look for product documentation, search for TIDs, find tips and tricks, access technical articles and download free tools. Use the range of support information and tools available to you to troubleshoot issues before escalating to us. Participate in Support Forums. Through RSS feeds and customized email, you can receive the information you need to keep your systems optimized and secure.

Keep your products current with the latest, 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 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 Mainstream Support phase, including engineering support for severity 1 issues and critical security updates, consider the. Using Customer Center to Access Customer Care. 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 Total Care 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 to find out how you can participate in one of our to qualify. We provides one convenient location for you to manage your maintenance and access technical support: Customer Center. The following instructions will help you get started using this tool.

Create a Login and Activate your Maintenance and Support. When you purchase products or support, the primary contact for your organization will receive a confirmation email containing a unique contact ID number, which you use to activate and manage your maintenance account and benefits. If you have an existing login account, all product licenses and support entitlements will be activated automatically, provided the email address used to place your order matches the address in your login account. To check or update your email address, log in at and select from the navigation menu My Profile and then select Login Profile. If you do not already have a login account, you can click the Installation link in the confirmation email.

This will take you to a web page that steps you through the process of creating a login account. After you access the customer center, you will receive an email confirming and explaining your support and training entitlements. Add to or Update Authorized Contacts. Each contact in your organization needs their own unique contact ID number in order to access technical support, training and patches. To add or update authorized contacts, follow these steps: • Log in to • Select My Products /Products from the left navigation menu • Select the product for which you would like to manage support contacts in the Product Family list, and then double-click the product’s maintenance line to get to the Product Detail page • Click the User Access tab. Here you will see a list of current contacts that includes information about whether or not they are entitled to support or training • To add a new contact, click the + button below the list of contacts.

Enter the contact’s email address and select one or more of the following check boxes: Support, Training or Patch & Update. If you have any issues updating your contacts, please Ensure that authorized contact information is current and accurate, and the individuals have the appropriate level of technical ability. Manage Products and Services. Provides your complete order history – products, maintenance and other services. You can easily evaluate and manage your current resources and effectively plan for the future. Through Customer Center, you can access the valuable support services provided through your maintenance. These resources help you get the most from your our solutions and products.

All the information and resources you need are right at your fingertips. Customer Center can help you simplify and reduce costs associated with managing the resources that are so critical to your business. Open an Incident. A support Incident is defined as assistance with one issue, problem, or question relating to the use or installation of our product, regardless of the number of communications required. • Severity 1: Open an Incident by telephone.

A severity 1 issue is defined as a severe issue with an operation that is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work.

There is no workaround available. In this situation, you must log the Incident by phone. • Severities 2 and 3: through the Customer Center first, login with your username and password, then select 'Submit New SR' and follow the on-screen instructions. You will need to enter your contact ID the first time you setup your account. This number will then be stored for future logins.

Select your preferred method of contact • Chat Get real-time access to support engineers and have the option to allow your support engineer to connect to your system for improved troubleshooting and easier walk-through directions. You can even grant full control of your desktop or server so that your support engineer can work directly on your problem with you. Chat support is available in English, German, French, Italian and Spanish. • Email We will contact you according to times and hours of access defined in your program or maintenance level. Please provide as much de.