Contacting HCL Software Support
HCL Software Support provides assistance with product defects.
Determine the business impact of your problem
When you report a problem to HCL, you will be asked to supply a severity
level. Therefore, you need to understand and assess the business impact
of the problem you are reporting. Use the following criteria:
||Critical business impact: You are unable to use the program, resulting in a critical
impact on operations. This condition requires an immediate solution.
||Significant business impact: The program is usable but is severely limited.
||Some business impact: The program is usable with less significant features
(not critical to operations) unavailable.
||Minimal business impact: The problem causes little impact on operations, or a
reasonable circumvention to the problem has been implemented.
Describe your problem and gather background information
When explaining 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?
- Do you have logs, traces, and messages that are related to the problem
symptoms? HCL Software Support is likely to ask for this information.
- Can the problem be recreated? If so, what steps led to the failure?
- Have any changes been made to the system? (For example, hardware, operating
system, networking software.)
- Are you currently using a workaround for this problem? If so, please be
prepared to explain it when you report the problem.
Preparing to call HCL support
list of the information
that the HCL Support Center might need to help diagnose your problem.
You can print a copy of this list and fill in the blanks before contacting HCL for service.
Submit your problem to HCL Software Support
You can submit your problem in one of two ways:
- Contact Us: Submit your query in the HCL Software Support website.
- By phone: For the phone number to call in your country, go to the contacts page
of the HCL Customer Support. Under Contact us, click HCL support phone numbers to choose the phone number according to
the name of your geographic region.
If the problem you submit is for a software defect or for missing or inaccurate
documentation, HCL Software Support will create an Authorized Program Analysis
Report (APAR). The APAR describes the problem in detail. Whenever possible,
HCL Software Support will provide a workaround for you to implement until
the APAR is resolved and a fix is delivered.
HCL publishes resolved APARs on the HCL product support Web pages daily,
so that other users who experience the same problem can benefit from the