Contacting HCL Support

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.


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 Support topic in the Software Support Handbook.
  2. 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.


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.