What do I do if I have concerns about a case?

What do I do if I have concerns about a case?

  • Callback process - I haven't heard from my Engineer
    • Check the "contact me" button in your case to request a call
    • Contact us via chat or phone requesting a call
  • Duty Management Process - I need additional attention
    • Chat or call and notify the agent
      • you would like a Duty Manager assigned
      • provide your case number
      • provide your contact information
    • A Duty Manager will
      • reach out to understand your concerns
      • develop an action plan
      • follow up with Micro Focus resources to assist in execution of that plan
  • Notify Support Management
    • Provide your case number and concerns to relevant leadership
      • Amanda Horan <amanda.moore@micdrofocus.com>
      • Francisco Morales <francisco.morales@microfocus.com>

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