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[edit] Website In Process of Being Moved

(August 2017) With Micro Focus' acquisition of GWAVA Inc., support information is gradually being migrated to the Micro Focus Support and Services site.

Here is what has been moved to date:

  • Knowledge base articles are no longer being created here - they have been migrated into the Micro Focus knowledge base system. All updates to articles and any new articles will be on the new site. You can access knowledge base articles by clicking on the "Knowledge Base" link for any GWAVA product listed in the left-hand navigation pane. Doing so will redirect you to the Micro Focus Support and Services page for knowledge base searching with that product already selected. You may also go to the Micro Focus Support and Services knowledge base site directly by clicking here: Micro Focus Support and Service; however, you'll have to find the product you want to search on.
  • Documentation is in the process of being moved as well. You can access documentation by clicking on this link: online documentation; or, you may click on "Manuals" under any GWAVA product listed on the left-hand navigation page. Both take you to the same landing page where you can select the desired product documentation.

More changes will be coming in the near future as all content from this site is migrated over to the official Micro Focus Support and Services portal, including creating support requests. For customers with other Micro Focus products such as GroupWise, the GWAVA product support will have the same look and feel.

[edit] Support Cases

You can contact our support engineers and create a support case through email or by telephone.

[edit] Email

When the issue is not urgent or time sensitive, email us at support@GWAVA.com. A support engineer will contact you the next business day.

When emailing us, please include the following:

  • Your phone number
  • Product and product version.
  • Pertinent details about your environment.
For example, if using Retain, specify the OS/version it is running on, message system/version you are archiving, etc.
  • Describe the issue and provide as many details about it as possible, including any errors you are seeing.

[edit] Telephone

For issues requiring immediate assistance, please call our technical support phone line.

U.S. Support Office
+1-801-437-5678
Monday - Friday
*9:00 AM - 5:00 PM Eastern Time
APAC Support Office
Australia: 1800 631 733
India: +91 80 4002 2990
Rest of APAC: 00 80080080045 or 001 80080080045
Monday - Friday
**10:30 AM - 7:00 PM AEST
EMEA Support Office
+49 2561 893 3970
Monday - Friday
8:30 AM - 5:00 PM Central European Time
*After hours support (24 x 7 x 365) is available only through Annual Support Agreements calling the main U.S. support office number. Please note calls received outside of standard support center hours will be forwarded to an on-call engineer and best efforts will be made to answer / action the call. If an on-call engineer is not immediately available, the customer will be asked to leave a voice mail with a call-back number. The customer will be contacted within 30 minutes.
**For after hours support for the APAC region:
Monday - Friday
5:00 PM - 1:00 AM: Contact the EMEA Support Center
1:00 AM - 9:00 AM: Contact the Americas Support Center
Weekends
Contact the Americas Support Center

[edit] License Issues

For all licensing questions or issues please contact GWAVA Licensing.

Phone: +1-866-GO-GWAVA (1-866-464-9282) or +1-514-612-6060 (Montreal number)
Email: licensing@GWAVA.com
Website: Create and Download a License File

[edit] Support Tools

Start a Remote Session

View Support Cases

Click on one of the products listed in the left-hand navigation pane to expand it. You'll see several helpful tools, including:

  • Knowledgebase
  • Change Notices
  • Patches
  • and more


Personal tools