Support Program

We believe the key to success lies in our ability to support and establish mutually beneficial long-term relationships with our customers and that is how we designed our Customer Support program.

Organizations that have chosen to subscribe to our maintenance program have full access to our Customer Support team and the services they offer.

Real-time interaction with our support experts

Our team of support experts is only a phone call away. When subscribing to our maintenance program, any member of an organization can call our support team during working hours and talk to a live person and not convoluted phone answering systems. Our response time within 8 business hours ensures that someone will get back to you promptly.

Our web support portal offers you a convenient web-based user interface where you can view all your tickets and easily open new cases or update existing ones. Because it is linked to our central support system, all your information is kept in the same place while allowing you to interact with our support specialist offline.

Technical excellence all the way

Troubleshooting a case is the primary and most important step to resolving an issue in a timely fashion. That is why we take troubleshooting very seriously and have built our expertise around it over the years. Our software is equipped with tracing capabilities which allow us to quickly gather the critical information we need to identify your technical support issue, and replay the situation as if we were sitting next to you even if we do not have a copy of your business application. In addition, our support specialists are equipped with remote desktop troubleshooting tools which allow us, under your complete control, to perform additional tests while defying geographical boundaries.

Should we determine that your case warrants involving our R&D department our support escalation process allows us to quickly put our developers in the loop. Our support expert will act as the bridge between you and our R&D department, making sure that communication flows smoothly and that all aspects of your case are properly championed and represented.

Beyond Customer Support

For your experience to be complete, our customer support specialists offer you all kinds of additional complementary services that are meant to help you better leverage your OpenText solution:

  • Electronic download
  • Extended documentation
  • Video FAQs
  • Newsletter
  • Discussion forums
  • Knowledge base

Customer Support Guide

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