Your open Support Incidents will be migrated to our new Product Support portal.
All your closed Support Incidents will be migrated to our new Product Support portal.
Can I open a Support Incident by mailing to firstname.lastname@example.org?
No. Incidents must be created online via the Product Support portal. Once created, they can be updated via email.
- Search for Early Warnings / Critical Alerts and Fixes via the Empower search.
- Search for KB Articles and your Support Incidents from the Product Support portal.
Authorized Technical Contacts (ATCs) and Support Authorizers will be able to access to the new Product Support portal via Service Management.
Yes. For each application (JSM, Dracoon, and Confluence) there is a Data Processing Agreement in place.
Credentials for existing users will be provided on the Go-Live date. You will automatically receive an email with a link to set your password when done you will be able to login to the portal. If you have not opened any support incident in the past, please refer to the next question.
You can create a new user account by completing the registration form via https://empower.softwareag.com/register/
Be sure to request Product Support access in the Desired Access Level field.