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Working with HCL support

HCL support is available to provide technical assistance with obtaining a solution to problems with Sametime.

To request technical assistance, open a support case with HCL to work with a support engineer in resolving the problem. See How to open HCL Support case knowledge article for details.

When working with the support engineer the following information is helpful in understanding the problem. Having the following information before talking with the support engineer saves time and reduces multiple calls.

  • Time and date the problem was reproduced
  • Problem scope, such as are all users or only certain users impacted, does the problem occur when performing specific task, and more
  • Names of the user accounts involved.
  • Steps to reproduce the problem
  • Errors received by users

You might be asked to share files with HCL support, see the HTTPS and SFTP upload and download instructions knowledge article for details.

Parent Topic: Troubleshooting