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Serena Support

Ensure Your Success with Serena's Award-Winning Support


Customers, Log In for Support Here

We help you maximize your investment

Our goal is to provide you with world-class customer support around the clock so that you can maintain business continuity while maximizing productivity. Serena Software's global support program gives you a multitude of ways to access expert knowledge and employ innovative solutions to your problems. Start with the Serena Support website. Here is where you will find all the resources you need to leverage the full potential of your investment at any time, 24x7.


NorthFace ScoreBoard Award Winner Logo

Award-Winning Support

Serena Software has won the Omega NorthFace ScoreBoard Awardsm for 2012 for achieving excellence in customer satisfaction in the area of Customer Support. This marks the sixth year that Serena has earned this high honor, demonstrating our ongoing commitment to building profitable, long-term customer loyalty by exceeding customer expectations.

Omega created the NorthFace ScoreBoard Awardsm program in 2000 to recognize organizations who not only offer exemplary service to their customers, but who also center their existence on a deep commitment to exceeding customer expectations. Such a customer-centric culture helps to create a Customer Experience Management Strategy, which is built on the principles of respect, empowerment and trust in others.


Highlights from the Support website

Serena Community Forums

Great IT minds think alike! Serena has a strong customer community that is tackling similar business issues through online forums and discussion groups. Join the conversation with other Serena customers and find creative ways to extend the use of your solution.

Live Chat

Pressed for time and need an immediate response? Engage with one of our technical specialists in a Live Chat session and get a quick answer to your question or help with troubleshooting your incident.


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Knowledge Base

This is powerful self-service support with product usage information and thousands of technical tips organized into an extensive, searchable Knowledge Base. Plus, we alert you to any known issues upon login, with links to solutions and, if applicable, product patches.

 

 

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Product Downloads and Self-Service Licensing

We know that continuous app delivery is your mission. It is ours as well. So, we want to ensure your success by providing immediate access to the very latest product upgrades, patches, and fixes that are covered under your support agreement. Documentation, current releases, and self-service licensing (for select products) are available for download from the Support website.

 

 


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Technical and Product News

The best way to stay current is to have important news automatically emailed to you. Don’t miss another product update or release. Simply go to My Serena TechMail Profile and register to receive technical information and xPress, our monthly email newsletter on industry trends, announcements, and product news. Add as many emails from your organization as you like!

 

 

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Case Management

Go to the Support website to view your case status at any time, including reporting and filtering.

 

 

 

Telephone Support

If you need to speak with a support representative, we are available and ready to take your call 24x7. Here's a list of our worldwide offices and local language support. Languages spoken include English, French, German, Spanish, Italian, Japanese, and Korean. Please have your serial number available when calling.