Micro Focus SupportLine: Beyond The Call
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Micro Focus SupportLine: Setting new standards in support
"Micro Focus SupportLine is committed to the success of our Customers and Partners by providing high quality, highly responsive technical support, through our dedicated and skilled staff and our web site offerings."
Richard Levy
VP, Micro Focus SupportLine |
SupportLine customers are best served by a full complement of services that include access to online functions, product updates and telephone support centers.
Four critical elements determine the customer satisfaction and success of any technical support program:
- Timely availability of highly trained experts to provide insightful solutions.
- Access to information-rich resources and technology updates.
- Communication systems that keep customers fully apprised of developments.
- A formal assessment mechanism conducted by a third-party that continuously monitors our support processes and the satisfaction of our customers.
The Micro Focus SupportLine program addresses all of these key elements through its core service offerings and customer care activities.
All SupportLine customers who implement and operate Micro Focus solutions, as well as those who need expert assistance with integration between Micro Focus and selected third-party products, can count on SupportLine for assistance.
SupportLine services cover three broad areas:
- Telephone Services. Unlimited access to telephone support provided by Micro Focus technical and product experts.
- Product Updates. Any new product releases whenever these become generally available, plus patches, fixes and service packs.
- Online Services. Online self-service via the Web: case reporting and tracking, access to our comprehensive Knowledgebase, online samples, downloadable tools and more.
More than a Resource...
Micro Focus SupportLine has experienced and committed support personnel located at offices around the world – in Wayne, Pennsylvania (main North American Supportline office); Mountain View, California; Rockville, Maryland; Montreal, Canada; Newbury, England (main European Supportline office); Paris, France; Ismaning (Munich), Germany; Melbourne, Australia.
More than Service...
Micro Focus SupportLine provides dedicated support 24 X 7 -- via a "follow-the-sun" process. Calls to the local country after normal work hours are automatically routed to the next country office to the West (i.e. from Newbury, England to North America to Australia, and from Australia back round to Europe).
More than Response...
Micro Focus SupportLine is passionate about providing quality solutions to customer issues -- help with product installation and usage to maintain the highest level of customer satisfaction. In addition, Micro Focus Supportline publishes a monthly technical newsletter for customers, participates in Beta programs, provides support for our online services, and creates technical documents for our online knowledgebase.
More than Access...
Micro Focus SupportLine gives you direct contact to our service -- through either our toll free phone lines, our support web site or via email. In this way we channel and respond to all customer inquiries and queries effectively. SupportLine works with our customers until their issue is properly identified and resolved. Throughout the process, the customer has online access to their issues to be able to view the current status or to provide additional information.
More than Satisfaction...
Micro Focus SupportLine conducts surveys to ensure that we consistently meet customer needs. We complete "Closed Call" surveys across the web after every reported issue has been closed and conduct monthly independent surveys of those customers who have contacted SupportLine during the previous 30 days. Additionally, Micro Focus drives an independent annual survey giving customers the opportunity to provide valuable feedback on our products and services.
More than Results...
Micro Focus SupportLine continues to work closely with our development organization to ensure the speedy resolution of customer issues and maintains the consistency of solutions being delivered in the product FixPacks and Service Packs.
More than Attitude...
Micro Focus SupportLine is dedicated to providing customers with technical support in a courteous, timely and professional manner. Our on-going commitment to quality continually raises our level of support performance and this instills in our customers a greater confidence in Micro Focus.
