Contacting Support

HCL Support provides assistance with product defects.

Before you begin

Before contacting Support, your company must have an active software maintenance contract, and you must be authorized to submit problems to HCL. For information about the types of maintenance contracts available, see "Enhanced Technical Support" in the Software Support Handbook at:

About this task

Complete the following steps to contact Support with a problem:


  1. Define the problem, gather background information, and determine the severity of the problem. For help, see Contacting Software Support in the Software Support Handbook.
  2. Gather diagnostic information.
  3. Submit your problem to Support in one of the following ways:
    • Online: Visit the Support site:
    • By phone: For the phone number to call in your country, go to the Contact Information section of the Software Support Handbook.

What to do next

If the problem 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.