[AnotXOR]

Warning: Rant coming.

Will MicroFocus retool their software support pipeline? I hope so, because I'm starting to advocate we drop all their software because their first line of support is utterly incompetent. For example, I had to submit a ticket recently about a product we use. On the form, I selected the closest option to the software we had, say Product X, though my exact product wasn't listed. My inquiry was extremely specific and could only possibly be about one thing. Yet the first tech just threw the ticket back at me asking "can you clarify what version of product X you're on?"

It made absolutely no difference what version of PRoduct X I was on, so I wasted a good 48 hours so far. Then I wasted another 48 hours educating this person on what the product I was using even did.

If you need enterprise support at this point with HPE/MicroFocus, you have to escalate your tickets immediately and act pissed off or you certainly will be by their inept first line because they make it rather difficult to actually get someone on the phone that knows their own products.

Edit: To be clear, this happens with everyone I've ever met that has to engage HPE software support. I'm genuinely curious if anyone has any positive experiences because I've yet to encounter one myself or by proxy.

[poulsbohemian]

What you are describing is not new -- I was at an HP partner for about 5 years and it was always like that. One way around it was to buy into their premium support plan, where you got a named support contact. There were very few competent support people, but the ones at that level were solid. Secondly, yes -- the moment you put in a ticket, you also make a phone call and you ask for your ticket to be escalated. It also helps to call your sales rep and let them know you need support. Often that was the key, as they would put a lot of pressure on from the inside. I don't know the current MicroFocus world as well, but it was also possible to buy support contracts from partners like my firm, where those official support partners would also work to back-channel things for you.

If your issues are with the BSM / APM stack, shoot me an email I'll be glad to help. Also happy to refer you to MicroFocus partners that I trust and would use myself.