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Trusted Contributor.. markberrier Trusted Contributor..
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Commercial v/s Government Help Desk

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More often than not, when I submit a case number for resolution, I get a support engineer on the commercial side. It should be very clear from my contract, email address, signature that I need a microfocusGOV.com support engineer. Really frustrating when you have to deal with a non US support engineer for help on a federal contract. Very limited on things I can share with a non us citizen support engineer.

What are the criteria for this or is there a setting that I needs to be set to somewhere? Or is there a Micro Focus Government representative that can reach out to me?

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Commercial v/s Government Help Desk

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Thanks for your inquiry. I am happy to provide some insight on this topic. If you have purchased a standard Business Support contract through  Micro Focus, you are entitled to Micro Focus Technical Support 24/7.  Micro Focus has Technical Support centers across the globe ensuring that you have a large team of experts available to assist you 24 hours a day. 

Micro Focus also offers an enhanced agreement in our Premium Support offering which entitles you to non-standard services, (ex. US based agents, assigned/dedicated engineers).  If you are interested in additional information regarding this option I suggest reaching out to your Salesperson or other account representative for more information. 

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Respected Contributor.. jmatheny Respected Contributor..
Respected Contributor..

Re: Commercial v/s Government Help Desk

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That's a great question, and I have the same issue. Some issues can be resolved by the regular support folks, but there are times when we are unable to share with them because of the data we are dealing with.

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Commercial v/s Government Help Desk

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Thanks for your inquiry. I am happy to provide some insight on this topic. If you have purchased a standard Business Support contract through  Micro Focus, you are entitled to Micro Focus Technical Support 24/7.  Micro Focus has Technical Support centers across the globe ensuring that you have a large team of experts available to assist you 24 hours a day. 

Micro Focus also offers an enhanced agreement in our Premium Support offering which entitles you to non-standard services, (ex. US based agents, assigned/dedicated engineers).  If you are interested in additional information regarding this option I suggest reaching out to your Salesperson or other account representative for more information. 

Trusted Contributor.. markberrier Trusted Contributor..
Trusted Contributor..

Re: Commercial v/s Government Help Desk

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Thanks Amanda. Although your answer works, it is scary considering those of us on  Federal Contracts have very little recourse for solving problems now. Because I work for the Department of Defense, I cannot share log files, source code files or FPR files with a Support Engineer from some remote world location. This severely limits any help I can receive.

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