myVertica  

Customer Support

Vertica’s industry-leading ease of use and automated database design, configuration, and management are just the beginning of our commitment to customer support. When customers contact us for support, we strive to ensure the process is as simple and as straightforward as using our products.

Beginning November 6, 2017, Vertica Support Case & Knowledge Management System will transition from the My.Vertica.com Support Website and begin utilizing Micro Focus’s Software Support Online Portal. Software Support Online (SSO) provides a fast and efficient way to access the interactive technical support tools needed to manage and optimize your business. On the transition date, all existing support cases and knowledge solutions previously found on the Vertica Customer Support Site will transfer to the Service Request and Self Solve sections of SSO.

For licensing and software requests, please proceed to our Licensing & Software Download Portal.

This table shows the new location of the Vertica Support Resources after November 6, 2017:

Today on my.vertica.com After November 6, 2017
Support Software Support Online Portal
Hotfixes You will need to submit a new support ticket on Software Support Online Portal
Hotfixes Also available on my.vertica.com during transition
Dashboard Software Support Online Portal
Downloads Licensing & Software Download Portal
Documentation
Vertica User Community
Forum
Resources
Notifications
my.vertica.com

Contacting Technical Support

Online:  Software Support Online Portal
Phone: +1-844-260-7219  say “Software” then “Vertica” when prompted
Chat: https://softwaresupport.hpe.com/chat-language-selection

What action is required?

To get started with Micro Focus Software Support Online resources, please follow the attached instructions to create and validate your Passport account. Your Subscription ID (SAID) will serve as a contract identifier. If you already have an account in my.vertica.com you will be able to find your SAID on any open or closed cases under the field SAID.

Note that these actions should be performed by each individual requiring access to the new system.

If you have questions or concerns about the upcoming transition or about how to get set up for success in our new location, please contact us by initiating a Support Chat or by contacting us through SSO.

Need additional assistance with your case?

Is your case not progressing as you would like?  Use one of forms of contacting support above and request a “Duty Manager” to discuss your case progress.

Is your case Critical or need to be escalated?  Call the above support line following the standard prompts, then request that your case be “Escalated and/or made Critical”.

Case Priority Priority Definition
Critical The software has complete loss of service for which no known workaround exists.  The customer’s use of the software cannot reasonably continue until the problem is resolved.
High The software is causing significant or degraded loss of customer’s use.  This can be defined as a major product flaw with a workaround.
Medium The issue has normal time criticality, delivery is not imminent, and there is little or no work stoppage resulting from this issue.