Global Customer Support eBook - OpenText

Global Customer Support eBook

An in-depth look into OpenText's industry leading Customer Support organization

Letter from James McGourlay

When customers choose OpenText, they are not just investing in the latest technology and all its new features. Instead, they are investing in products and services that will help them solve their biggest business problems.

As a trusted partner, OpenText is committed to helping customers reap the rewards of their investments and achieve tangible business value. In fact, that customer success philosophy is embedded across my entire organization of 3,500 dedicated professionals.

For us, it is all about understanding what customers need to implement our products, use them effectively, and drive a return on their investment. From the moment a customer begins working with our Professional Services teams, they can remain confident knowing that our experts will help them optimize their use of people, processes and technologies.

When things go wrong as they sometime do, our Technical Support team is committed to resolving your issues as quickly as possible to help minimize any impact to your business.

Customer satisfaction scores prove we deliver on this commitment, and the continued success of our customers speaks for itself.

Finally, our Customer Success team ensures that customers receive the full value from their OpenText investment by helping them stay on track to achieve their goals. When customers succeed, OpenText succeeds. It is just that simple. By delivering on customer success, we cultivate an environment of mutual value that keeps our customers renewing year after year.

I invite you to learn more about OpenText Customer Support and how we work to deliver the best experience throughout every step in the customer journey. Flip through our eBook to learn more about what Customer Support can do for you.

James McGourlay EVP, Customer Operations

Global Customer Support eBook / Letter from James McGourlay

The Information Company

Table of contents

The Customer Experience .............................. 1

The truth is in the numbers....................................... 1 What's your OpenText experience?.......................... 2 Voice of the Customer program?We are

always listening...................................................... 2

Customer Support .......................................... 4

The Customer Support experience........................... 4 OpenText Support provides continuous innovation... 5 Worldwide Support delivers...................................... 6

Support programs............................................ 8

OpenText Prime Protect............................................ 8 OpenText support options and services.................... 9 OpenText Managed Services.................................. 10 OpenText Cloud Support Services.......................... 11

My Support.................................................... 13

Resources............................................................... 13 Knowledge Base..................................................... 14 Support resources................................................... 14 Online support programs.. ....................................... 15 Account administration ........................................... 15 Ticket escalation and resolution process................ 16

Adoption and Learning Services................... 19

Connecting with OpenText............................ 21

OpenText World...................................................... 21 More ways to connect............................................. 22

Contact.......................................................... 24

The Information Company

Global Customer Support eBook / Table of contents

"With OpenText, our team works much more effectively because we have the program, services and strategy along with the technology."

Riley McIntosh, Manager for Enterprise Content Management

Pacific Life

The Customer Experience

Keeping our customers at the center of everything we do

The truth is in the numbers

For more than two decades, OpenTextTM has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Information Management (IM) technology is leading the industry. We have earned the trust of the world's top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks, and support their digital transformation.

The Information Company

More than 100,000 customers in 140 countries The top 20 global brands trust OpenText

OpenText, a global leader in IM

17 of the world's top 20 Financial and Insurance institutions trust OpenText

20 of the world's top 20 Life Sciences companies trust OpenText

85 of the 100 largest companies in the world are OpenText customers

Global Customer Support eBook / The Customer Experience

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