Frequently Asked Questions

 

General questions

 

  • What resources and services are available on Software Support Online?
    Software Support Online is a fast, efficient way to access interactive technical support tools and account information for your Software solutions. With Software Support Online, you have online access to the information and tools used by Software support experts, such as the knowledge database for troubleshooting and product information. You can submit and manage your service requests, view patches, manual and more from your Personalized dashboard. You can also manage your account with access to information and tools for licenses, passwords and updates. 
    • Why should I use Software Support Online?
      Software Support Online is available anytime, from anywhere. As an Software user, it provides you a quick, direct link to all types of technical and non-technical information about your Software solutions, all in one place. In addition, Service Requests submitted via Software Support Online receive efficient handling and can be quickly routed to an expert who can address your specific issue.
      • What is Security Access Manager (SAM)?
        Security Access Manager is a feature on Software Support Online (SS0) that allows management over use of the Entitlement ID. That is, once enabled, an administrator of the Entitlement ID can determine who is authorized to use based on the approval process. For more information, see the Security Access Manager Guide
        • Who can use Software Support Online?
          All Software contract customers have access to Software Support Online. Simply register on Software Support Online via Passport. Sign up for a Passport Account
          • What is a Passport?
            Passport is a "single sign-in" service that enables you to use a single user identifier and password of your choice to register with Passport enabled web sites. It is a web-based application that will allow you to create web profiles that simplify navigation through our web by
            • Utilizing a single user name and password (of your choice) to store personal information that is required in certain portions of our web
            • Providing access to a vast array of electronic support services (e.g. knowledge base, proactive notification via e-mail subscriptions, online support)
            • Any information collected in prior registrations will be remembered, eliminating the need to reenter the same information 

             

            Managing Support Requests

             

            • How can I submit a support Service Request (case or incident) online?
              Logging a Service Request (case, incident) online is the most efficient and effective way of detailing your problem and enables faster resolution.

              Submit New Service Request in your Personalized Dashboard.

              • How can I track a support Service Requests (case, incident) online?
                You can track Service Requests that you submitted online, through phone or Live chat. In addition, you can post additional comments to your open Service Requests, view Technical Consultant replies, and monitor call status and history.

                Manage Services Request in Personalized Dashboard

                • I cannot view my open and closed Service Requests (incidents, cases) on Software Support Online
                  The following criteria for your support Service Requests to be viewable on SSO:
                  • SAID must be in your Passport profile
                  • SAID must be active (renewed, on or after the start date of the contract)
                  Your open and closed Service Requests (cases, incidents) must be submitted against your SAID
                  • I have a new Software only SAID and I cannot see my open and closed Service Requests (cases, incidents) on Software Support Online - what do I do?
                    • The new Software SAID must be in your Passport profile
                    • The new Software SAID must be active (renewed, on or after the start date of the contract)
                    • Your open and closed Service Requests (cases, incidents) must have been submitted against the existing SAID

                    We automatically map your open and closed Service Requests (cases, incidents) from your existing SAID to your new SAID once it is active (renewed) to your open and closed Service Requests (cases, incidents) that are linked to your existing SAID. View your Service Requests (cases, incidents) on your Personalized Dashboard.

                    If you still cannot see your Service Requests (cases, incidents) after the above conditions are met you can submit a non-technical Service Request via the Software Support Online portal

                    Follow on screen instructions to submit your Service Request

                    • How long are support Service Request (case, incident)s kept on Software Support Online?
                      Following data retention policies, Service Request (case, incident)s are removed from the system after two years.
                      • Is there an online discussion forum for Software users?
                        Yes, a discussion forum is available for management software, including Software solutions. It is the gathering place for IT Professionals to solve problems, exchange ideas, and learn lessons from their fellow peers who also use the discussion forum. Plus, our engineers participate in all of these forums to share their advice.

                        Visit Support Practitioners Forum 
                        • What are remote support sessions?
                          Support offers worldwide support for the Software family of products. While working with you to resolve an open Service Request, your Software support representative may determine that it is beneficial to observe and interact with you and your environment directly. Software utilizes an application-sharing tool that enables remote secure access to your environment through the web.
                          • Where can I get manuals?
                            Manuals for all Software solutions are available on the installation disk of the software you purchased. Manuals are available online through Software Support Online in the Manual Portlet on your Personalized Dashboard.
                            • How can I find out what patches are available?
                              Patches are available online through Software Support Online in the Patch Portlet on your Personalized Dashboard. You may register to receive proactive e-mail notification of patches for your selected products.

                              Patch e-mail notification

                              • What is the Software product version obsolescence policy?
                                Software customers who have purchased support plans deserve timely communication of Software's plans to obsolesce previous versions of our products, providing you the time required to plan the appropriate updates to your Software solutions. With that in mind, we encourage Software users to review the End Of Support guidelines. Software product version obsolescence process begins when a product version is removed from the Corporate Price List and orders can no longer be placed.

                                More information on product version obsolescence

                                • How can I get the latest status on a Change Request (CR) I have submitted to Software Suport?
                                  The status for a Change Request (CR) are accessible via the Software Support Online web site, where you can search for CRs (both defects and enhancements) by Software product name and version, keyword or CR number. Search for CR are available online through Software Support Online in the Change Request Portlet on your Personalized Dashboard.

                                  You may register to receive proactive e-mail notification of patches or specific CRs for your selected products.

                                  Change request e-mail notification

                                  • What's the difference between a Change Request and an Enhancement Request?
                                    A change request (CR) is the umbrella term to describe either a known problem (defect) or enhancement request (additional product functionality) that has been submitted to Software. CRs can be submitted by several groups that include but not limited to; customers, support engineers, sales reps, partners, R&D, & Support Marketing. It is through these CRs that Software plans and manages the development cycle of the software product portfolio.
                                    • Can I proactively receive information from Software regarding my submitted change request?
                                      You may register to receive proactive e-mail notification of change request for your selected products. An e-mail will be sent to the e-mail address in your Passport profile.

                                      Change request e-mail notification


                                       

                                      License FAQ

                                       

                                      • How can I download software?
                                        1. Sign in to the Software Licenses and Downloads Portal (Visit the Product Information menu and select License & Downloads) with your Software Passport credentials.
                                        2. Select your Account.
                                        3. Go to Entitlement/Manage Entitlements.
                                        4. Select Download Software button.
                                        5. Select the media, version and language for the software you want to download and click on the "Select" link.
                                        6. Choose the software file to download.
                                        7. Click on Download. Software updates are available to software users with an active support contract via the Software Licenses and Downloads Portal.
                                      • How can I request license key?
                                        Please visit the Product Information menu and select License & Downloads.
                                      • Where can I get help if I have licenses and downloads questions?
                                        Please visit the Product Information menu and select License & Downloads. On Software Licenses and Downloads Portal, click Contact Us / Self Help. We have licensing guides, FAQs and videos for your reference.

                                         

                                        Passport FAQ

                                         

                                        • Do I need an Passport?
                                          All customers need to register for a Passport account.
                                          • What is a Passport?
                                            Passport is a "single sign-in" service that enables you to use a single user Sign in and password. This tool allows you to define your user id and password and functions on all Passport enabled web sites and services. These tools include, but are not limited to the knowledge base, proactive notification via e-mail subscriptions, online support. For more information, please go to: About Passport
                                            • How do I get a Passport?
                                              Go to: softwaresupport.softwaregrp.com. Select "Register for Passport"
                                              • What is a SAID?
                                                Service Agreement Identification Number. This 12-digit number is found on the Support Account Detail printed on the contract documentation and must be used to verify support and entitlement. This is the one and only value that must be used to access support. The entitlement associated with your old SAID will no longer be current, so it is important to add your new one to your Passport.
                                                • Where can I get help with my SAID?
                                                  If you are experiencing difficulty using your SAID number, please follow the online steps to allow us to research your contract and provide you with a valid SAID. You will only need an Passport login to submit this request.
                                                  1. Login to SSO
                                                  2. Select Submit Requests from the My Support page
                                                  3. Select Investigate Contract from the request type list
                                                  4. Follow the prompts until submission of your request
                                                  • How do I associate my SAID and passport?
                                                    I have multiple SAID numbers; which one do I enter in my Passport
                                                    1. Once you create a Passport account, Access HP SSO
                                                    2. Select Home > My Entitlements
                                                    3. Log on with your Passport information
                                                    4. Enter your SAID in the box indicated,
                                                    5. Select the "Add" button, and (Repeat steps 4-5 for multiple SAID numbers) then,
                                                    6. Once you've completed step 5, your Passport profile will automatically be updated and ready for use. You MUST have a SAID associated to your account to be able to create cases on Software Support Online. Note: Only contracts containing Software products can be linked to your Passport profile.
                                                    • How do I create or update a case?
                                                      You can create cases online at Software Suppot Online (PREFERRED METHOD): https://softwaresupport.softwaregrp.com/group/softwaresupport/case-manager

                                                      Or by phone:


                                                      https://softwaresupport.softwaregrp.com/web/softwaresupport/support-contact-information

                                                      If you experience difficulties with your SAID and need technical support, you can create a trust case by phone or web. To Log a trust case from Software Support Online, select Submit a Case. Please note that while your SAID is being corrected, you will not be able to view a trust case until your SAID problem is resolved.

                                                      • How do I call support if I can't log a case on the web?
                                                        Find a telephone number for Software Support in your country at https://softwaresupport.softwaregrp.com/web/softwaresupport/support-contact-information
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