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

  1. 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.
    OptionDescription
    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.
  2. 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.
  3. Submit your problem to HCL® Software Support.
    You can submit your problem to HCL® Software Support in the following ways:
    • 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.