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Getting started with OpenText Customer Support

As a new OpenText customer, you’ve made an investment in the future success of your business. Our support team is here to help make your path to success efficient and tailored to your needs. If you are an Enterprise customer, My Support is your 24x7 self-service portal:

Log onto My Support

Accounts and login

Logging onto My Support

Please review our    FAQ for assistance logging onto My Support.

My Account

Keep your account information, including system details, contact information and permissions, up-to-date through My Account. Accurate information helps Customer Support quickly troubleshoot your products and get information to the people who need it.

Visit My Account

Account login

What's available on My Support?

Products and downloads

Use the products page to find your product(s). The Product Finder will auto-fill your search as you type.

  View products page
My Support product finder

Under the My Products tab, you will find all the product(s) you have purchased or have favorited. To favorite a product, click on the “Add Favorite” (star) icon in the product page.

Once you’ve chosen your product, View the latest Knowledge Base articles relevant to your selected product, or select the resource you’re looking for under the Content & Resources header:

My Support product finder

Support programs

Whether you deploy your OpenText solution on-premises or in the cloud, you’ll benefit from experienced technical analysts supporting your OpenText solution. Our experts offer innovative ways to look at Enterprise Information Management, our software and your business needs.

That’s why we created the Prime Protect support program. Prime Protect is the level of support that OpenText customers need to manage their increasingly complex business processes and succeed.

  See what’s included in Prime Protect
What’s included
Product research and development checkmark
Product patches, latest releases/versions checkmark
Online documentation and resources checkmark
Initiate support requests through My Support, phone or email checkmark
Hours of operation: Monday-Friday, local business hours checkmark
24x7 coverage for Severity 1 and 2 issues checkmark
5x8 coverage for Severity 3 issues checkmark
Technical points of contact

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For more information, download the OpenText Global Support Programs   fact sheet or refer to our Software Maintenance Program Handbook. To contact us, email supportprograms@opentext.com.

Knowledge Base

Before opening a ticket or calling Customer Support, you can visit the Knowledge Base to see if your question has already been answered.

Visit the Knowledge Base

My Tickets

To open a ticket, log on to My Support and click to select one of the ticket request options from the Tickets drop-down menu. Ticket options include:

Visit My Tickets

Forums

OpenText currently offers hundreds of forums for developers and users to share their thoughts on OpenText products. Solve problems, collaborate and engage with product experts round the clock.

Visit Forums on My Support

Other resources available on My Support

For an overview of what’s available on My Support and answers to common questions, please visit our Help and About guide.

*Some links above may require you to login. If you don't have an account, please click here to register.

Contact

Provide feedback

Provide feedback

We’re always looking for feedback and suggestions on how to make My Support even better. If you've got ideas or questions about your user experience, leave them in the My Support feedback forum.

Questions

Questions?

Have a quick question about where to find information on My Support? Please visit our Help and About guide to learn more about how to get the most out of your experience.