Contacting HCL Software Support

If the self-help resources have not provided a resolution to your problem, you can contact HCL® Software Support. HCL Software Support provides assistance in resolving product issues.

Before you begin

Prerequisites

To submit your problem to HCL Software Support, you must have an active HCL Support account and software maintenance agreement. For further assistance, contact your HCL representative.

To submit your problem online (from the HCL website) to HCL Software Support, you must additionally:

Be a registered user on the HCL Support website. For details about registering, see Registering on the HCL Software Support website.
Be listed as an authorized caller in the service request tool.

Procedure

Determine the business impact of your problem.

When you report a problem to HCL, you are asked to supply a severity level. Therefore, you need to understand and assess the business impact of the problem that you are reporting.

Option	Description
Severity 1	The problem has a critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution.
Severity 2	This problem has a significant business impact: The program is usable, but it is severely limited.
Severity 3	The problem has some business impact: The program is usable, but less significant features (not critical to operations) are unavailable.
Severity 4	The problem has minimal business impact: The problem causes little impact on operations or a reasonable circumvention to the problem was implemented.

Describe your problem and gather background information,
When describing a problem to HCL, be as specific as possible. Include all relevant background information so that HCL Software Support specialists can help you solve the problem efficiently. To save time, know the answers to these questions:
- What software versions were you running when the problem occurred?
  To determine the exact product name and version, use the option applicable to you:
  
  Start the HCL Installation Manager and select File > View Installed Packages. Expand a package group and select a package to see the package name and version number.
  
  Start your product, and click Help > About to see the offering name and version number.
- What is your operating system and version number (including any service packs or patches)?
- Do you have logs, traces, and messages that are related to the problem symptoms?
- Can you re-create the problem? If so, what steps do you perform to re-create the problem?
- Did you make any changes to the system? For example, did you make changes to the hardware, operating system, networking software, or other system components?
- Are you currently using a workaround for the problem? If so, be prepared to describe the workaround when you report the problem.
Submit your problem to HCL Software Support.
You can submit your problem to HCL Software Support in the following ways:
- Online: Go to the HCL Software Support website at https://support.hcltech.com/csm and click How to create a HCL Support case and follow the instructions
  Note: For more information about the HCL Support Portal, go to How to register to HCL Software portals
- By phone: For the phone number to call in your country or region, go to the HCL directory of worldwide contacts at HCL Support Phone Numbers and click the name of your country or geographic region.
- Through your HCL Representative: If you cannot access HCL Software Support online or by phone, contact your HCL Representative. If necessary, your HCL Representative can open a service request for you. You can find contact information HCL Support Phone Numbers.

Results

If the problem you submit is for a software defect or for missing or inaccurate documentation, HCL Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Whenever possible, HCL Software Support provides a workaround that you can implement until the APAR is resolved and a fix is delivered. HCL publishes resolved APARs on the Software Support website daily, so that other users who experience the same problem can benefit from the same resolution.