Contacting HCL Customer Support
Open a Customer Support case to receive assistance with product defects or issues related to HCL Commerce.
Before you begin
- Before you submit an issue to HCL Customer Support, ensure that your company has an active HCL support account and that you are authorized to submit problems to HCL. You can submit cases either through the HCL Customer Support website or by phone using the regional phone numbers.
- Review the MustGather content for the type of issue. To correct the issue as soon as possible, collect the information required for HCL Support to diagnose and remediate the issue.
- HCL has extensive experience with IBM processes and products. If you are moving from IBM software to an equivalent HCL product, visit the Frequently Asked Questions for IBM to HCL product support transition page.
About this task
Once you are ready to open a ticket, use the HCL Customer Support portal:
Procedure
- Navigate to the HCL Customer Support portal.
- Select Log in.
- On the Home page, select New Cases or Create Product Case.
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Enter the product associated with the concern.
The list includes only products authorized for your account. If a product is missing from the list, open a help request.
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Enter the remaining fields.
Describe the problem and symptoms in the Description field. Be as specific as possible. Include all relevant background information so that HCL Customer Support specialists can address the issue.
To save time, know the answers to these questions:- What software versions were active when the problem occurred?
- Do you have logs, traces, and messages related to the symptoms? HCL Customer Support may ask for this information.
- Can you reproduce the problem? If yes, document the steps to reproduce the issue.
- Did you make any changes to the hardware, operating system, networking software, or other system components?
- Are you currently using a workaround? If yes, provide details about the workaround.
- Select Submit.