Template: Contacting HCL® Support

HCL® Support provides assistance with product defects, answers FAQs, and helps users resolve problems with the product.

Before you begin

After trying to find your answer or solution by using other self-help options such as technotes, you can contact HCL® Support. Before contacting HCL® Support, your company or organization must have an active HCL® maintenance contract name, and you must be authorized to submit problems to HCL®. For information about the types of available support, see the Support portfolio topic in the Software Support Handbook.


To contact HCL® Support about a problem:
  1. Define the problem, gather background information, and determine the severity of the problem.
    For more information, see the Getting HCL® support topic in the Software Support Handbook.
  2. Gather diagnostic information.
  3. Submit the problem to HCL® Support in one of the following ways:
    • Online through the HCL® Support Portal: You can open, update, and view all of your service requests from the Service Request portlet on the Service Request page.
    • By telephone for critical, system down, or severity 1 issues: For the telephone number to call in your region, see the Directory of worldwide contacts web page.


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 daily, so that other users who experience the same problem can benefit from the same resolution.

What to do next