FYI on the 15th we'll be announcing a new support model which merges the Micro
Focus and HPE support models.
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Effective 15 January 2018:
We will announce to customers and partners that the name of our new support
offering will be “Micro Focus Business Support”. This will replace “Micro Focus
Total Care” on the heritage Micro Focus side of the business and “Micro Focus
Enterprise Support” on the heritage HPE side of the business.

As Total Care customers move into the new Business Support plan, they will
continue to enjoy the 24x7 support they have come to expect, as well as the
competitive target response times they count on. As an improvement to their
existing service, we have added a fourth severity level and made an improvement
to the third severity level response time. See a comparison of the programs
below:

OLD:
Severity 1 – 1 hr
Severity 2 – 3 hrs
Severity 3 – Next Business Day

NEW:
Severity 1 – 1 hr
Severity 2 – 3 hrs
Severity 3 – 6 hours
Severity 4 - Next Business Day

This includes software updates, unlimited technical suport, onlne self service,
and 24x7x365 access.

Micro Focus Standard Care, which is primarily the 12x5 support offering, will
stay in place for now.

Effective 1 March 2018:
Micro Focus Business Support will replace Total Care with the same pricing and
part numbers.

On Jan 15th you'll find more information at
https://www.microfocus.com/business-support/ and
https://www.microfocus.com/support-a...rt-agreements/

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Kim - 1/11/2018 9:29:20 AM