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Customer Support Frequently Asked Questions

General Information

Where can I find more information about the IBM and HCL software deal?

More information pertaining to the deal between IBM and HCL can be found on our HCL Welcome page: https://www.hcltechsw.com/about/welcome

Am I able to contact HCL Support by phone? Where is this information?

Yes, HCL Software offers multiple methods of contacting Support. You can either visit the HCL Customer Support Portal to submit a case, or you can contact our Customer Assistance Center team by phone for further assistance.

HCL Customer Support Portal: https://support.hcltechsw.com/csm
HCL Software Support Phone directory: https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010151

What are HCL’s Support offerings and terms and conditions?

Please review the HCL Software Support Guide to obtain information on various support offerings, service level agreements (SLAs) and response time guidelines and case severity guidelines.

For more information, see https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010420.

Will I still be working with the same Support Engineers as I did when the products were supported by IBM?

Many of the same individuals from the IBM support and development teams have transitioned to HCL. They will continue to serve customers and support these products. The only differences you should see are accessing support via the HCL Customer Portal, and that these individuals will eventually have an HCL email domain, rather than an IBM domain.

What is the roadmap for the products that HCL has acquired?

Please visit our Product Pages for more information pertaining to product capabilities and participate in their respective communities. See https://www.hcltechsw.com.

HCL Customer Support Portal and Accessing Support

Where is the HCL Support Portal?

https://support.hcltechsw.com/csm

I need help with my product and need to enter a new case with Support.

If you are already registered on the HCL Support Portal, please review the following knowledge article on how to submit a new case: https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010164

If you are not already registered on the HCL Customer Support Portal, please review the following knowledge article on how to register and gain the ability to create new support cases: https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010165

How can I become an admin on the HCL Customer Support portal for my company account?

In order to become an admin for your organizations account, please visit our registration site and register yourself (selecting admin role). The registration site can be accessed here: https://www.hcltechsw.com/about/welcome

I do not know who my organizations admin is for the Support Portal?

Please call our Support center and a member of our CAC team will assist you. For more information, see https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010151.

I do not believe I received a password reset email for the HCL Support Portal. How can I check?

The email would have been sent from the following address: ‘hcl_pnp_support@hcl.com’, with a subject line of ‘Password reset’. First, check your junk mail folder to see if it was filtered to this location. If it is not there, please check with your IT department to see if email from this sender is being blocked. If neither option works, please call HCL Support for further assistance. For more information, see https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010151.

Entitlements, License Management and HCL Software Sales

What happens to my existing entitlements I had with IBM?

All existing entitlements will be migrated into HCL’s entitlement system.

My entitlements are about to expire, whom do I need to contact?

For assistance in renewing your product entitlement, please contact our Customer Success team; Customersuccess@hcl.com. A proactive notification window should also appear when submitting a new support ticket 60 days prior to any entitlement expiration for your account.

I am unable to submit a new support ticket because my product entitlement has expired.

For assistance in renewing your product entitlement, please contact our Customer Success team by email: Customersuccess@hcl.com

Where can I obtain a list of my contracts and agreements?

Information pertaining to your contract(s) and agreement(s) is accessible on our eCommerce site. Please visit https://www.hcltechsw.com/welcome.

My entitlements are not matching what I had purchased while with IBM. How can I resolve this?

For assistance in reviewing your product entitlement(s), please contact our Customer Success team; Customersuccess@hcl.com.

I had an Accelerated Value Leader (AVL) and/or Accelerated Value Specialist (AVS) while with IBM. Do I still have this person assigned to our account?

Yes, you will continue to have the Accelerated Value Leader/Specialist assigned to your account for the duration of your Accelerated Value Program contract. Please be sure to add your IBM Accelerated Value Leader (AVL) as a user in the HCL Support Portal, so they can access your company’s cases.

I would like to know more about the product offerings available in HCL Software. Where can I find product information?

https://www.hcltechsw.com/welcome

Business Partner Support FAQs

As a Business Partner, how do I register with HCL Software?

To register with HCL Software, access the Partner On-boarding information at the Partner Connect site.

As a Business Partner, how do I open a case on the HCL Support Portal for all of my respective customers?

The HCL Support Ticketing System requires that there be a unique user ID for each customer account that you manage. You may obtain the user ID by using either of the following two methods:

Self-register via the Support Portal with a unique User ID for each client's HCL Customer Number (HCN) that you need to manage. Directly request that the customer admin add you as a contact on the account.

Once you obtain the user ID for the customer account, follow these instructions to open a case.

HCL is currently working on a solution to streamline this process by allowing Business Partners to view all cases for various customers you support via a single User ID. Once this solution is available, HCL will provide a communication with more details.

How do I view cases for my respective customers?

Once you log in with the User ID associated with the customer account, you will only be able to view cases that you have opened. If you wish to see all cases that have been opened by any named caller under this customer account, your User ID will need to be granted Admin access. If you do not have the Admin role, please contact the customer Admin and request to be added as an administrator on the customer account. Keep in mind that until a solution is provided to allow for a single user ID to view multiple customer accounts, you will need to perform this step for all customer account User IDs where you need admin access.

How do I reopen cases?

If you need to reopen a case, contact the Customer Assistance Center (CAC) who will assist with reopening the case. For more information, see https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010151.

How can a Business Partner become an Admin for a customer’s account?

For a Business Partner to become an admin for a customer’s account, the Business Partner should contact the Customer Account Admin to request this access. The Customer account admin will be able to set the business partner up as an administrator on the account.

How can a customer admin provide a Business Partner with admin access to the customer account?

Please see How to create a contact which contains instructions on granting a user the customer_admin role.

What roles can be assigned to contacts within a customer account?

The following roles may be assigned to a contact within a customer account:

  • sn.customerservice.customer - A customer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for their own accounts. They can also view a list of assets belonging to their accounts.
  • sn_customerservice.customer_admin - An administrator role for a customer account. This user has access to all the data within the account and can create and manage contacts. This role can view all cases on the account.

How will HCL provide hotfixes and/or other fixes that are built upon request or as a part of case resolution?

HCL Support will provide instructions or a download link via the Case record to the location of any fix that needs to be provided to resolve an issue.

Where do I access and download the software that I am entitled to?

Access the Licensing and Download site to obtain software product downloads.

For more information, please access the Business Partner FAQs and Business Partner Resources on the Partner Connect site.

Articles & Technotes

What is an article?

Answer: An article, also called technote, technical note, or technical notice, is a writing on a specific narrowly focused topic. There are several types of articles, for example How To, Troubleshooting, Question/Answer, or Defect article.

How do I find articles for my product?

To find an article on a specific topic, from the home page, use the How can we help? search box to enter a keyword to return a list of articles containing that keyword. For example search for ‘phone’ to find the article listing the Support phone numbers. Or click on the Knowledge link to be directed to a listing of all articles. To filter the list by product, click on a product in the Category section.

Are IBM technotes transferred to HCL?

Yes, the IBM technotes for all products that HCL acquired from IBM have been transferred to HCL. A number of HCL articles are already published and available at the Knowledge page of the HCL Customer Support portal. As HCL completes that transfer and updates of the IBM technotes, more HCL articles will become available

How to find corresponding articles using IBM technote number

Answer: If you have an IBM technote number, you can find the corresponding article by searching at the Knowledge page. For example, if you have an IBM technote number #1966748, search the HCL site for '1966748' or 'swg21966748' to find the corresponding article. Note, if you can not find the article, the article most likely is still in the transition process from IBM to HCL

How do I capture or copy the link to an HCL Knowledge Article?

To copy the link to the article, use the Copy Permalink button at the bottom left of the article. The link is copied to the clipboard.

References

What is the HCL License & Delivery Portal (FlexNet Portal)? https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0073344

How to register to HCL Software portals - eCommerce, License & Delivery, Customer Support https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0069114

How to reset your password on HCL License & Delivery Portal
https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0089935

How to Add a New User to an Account on HCL License & Delivery Portal
https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0072851

How to find HCL Product Releases in HCL License & Delivery Portal https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0010149