When you are having problems with one or more of our products, you come to our site for one thing: help resolving your problem and getting your systems purring contently ASAP. It’s up to us to provide you with all the tools you need to do that and to make them easy to find and access
Folks in need of assistance are generally faced with two options: Paid technical support via a service request, or our myriad of self service options available on our web site. Our online discussion forums at https://forums.microfocus.com and https://forums.suse.com provide customers and potential customers a chance to talk to their peers and tap into a vast pool of hands-on knowledge that the thousands of community participants constitute, however, we wanted to make it easy for you to access other information that may help you as you search for answers as well.
We’ve added some tools to our product discussion forums to help. Basic product information, documentation, blogs (Cool Solutions), downloads, patches, knowledgebase articles, enhancement requests, service requests, etc. are all tools we want customers to have easy access to without having to search our site or memorize which part of our site they must go to in order to access this information. We’ve tried to provide this in our forums. Take a look at this product forum as an example:
In addition to the discussions taking place in that forum, we have these additional tools available:
- A banner at the top with information that may be of interest
- Announcements that highlight recent blog posts that may help your technical knowledge and add to your skill set
- An “Additional Resources” section that has links to all the tools you need to get your issue resolved, such as those listed above
This takes away the need to scour our web site to find the information you are looking for. All resources our customers want to help resolve problems are available from this one location. After all, if we want you to stick with our products, we need to help you as much as we can when you’re having problems, and this is one attempt to give you that help.