HCL Support assists with product defects, answers FAQs, and helps users resolve problems
with the product.
Before you begin
After you try to find your answer or solution by using other self-help options such as
technotes, you can contact HCL Support. Before you contact HCL Support, your company or organization
must have an active software subscription and support contract, and you must be authorized to submit
problems to HCL. For information about the types of available support, see the Support portfolio page in the Software Support
Handbook.
Procedure
To contact HCL Support about a problem:
-
Define the problem, gather background information, and determine the severity of the problem.
For more information, see the
Getting Support topic in the
Software Support Handbook.
-
Submit your problem to HCL Support in one of the following ways:
- Online through the Support Portal: You can open, update, and view all of your service requests
from the Service Request portlet on the Service Request page.
- By phone: For the phone number to call in your region, see the Directory of worldwide contacts web
page.
Results
If the problem that you submit is for a software defect or for missing or inaccurate
documentation, HCL Support creates an Authorized Program Analysis Report (APAR). The APAR describes
the problem in detail. Whenever possible, HCL Support provides a workaround that you can implement
until the APAR is resolved and a fix is delivered. HCL publishes resolved APARs on the HCL Support
website, so that other users who experience the same problem can benefit from the same
resolution.