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|Free||Self-Help resources||Online technical content; forums where available; download fixes and releases
Note: A Forum is not a formal support channel - for critical requests a ticket should be entered with HCL Support.
|Coverage - 24/5||24x5 coverage M-F during business hours
Business Days Monday through Friday only.
No weekend support
Business hours are Monday through Friday 9:00 am to 5:00 pm
|Remote support for routine, product-specific, task-oriented questions regarding installation and product usage; Assistance with remote problem determination and resolution; Unlimited number of tickets.
S1 – 2 hr
S2 – 2 hr
S3 – 4 hr
S4 – 8 hr
|Coverage - 24/7||Weekend coverage – 24x7 Severity 1 concerns only||Weekend coverage is in English only, covers only Severity 1 problems, and will be provided to resolve critical problems as long as you have a technical resource available to work during those hours.|
|Ticket Entry||Online ticket creation||Online ticket creation available from the HCL site. Enter required information into the form to have a ticket created and routed to the appropriate Support team.
|Phone||Phone coverage allows an entitled caller to call into HCL Support team, create a ticket, and get a call back. You may also request to speak to a manager.|
|Extended||Support for Products that have reached their End of Support date.||Yearly renewable support offering after EOS date. Payment varies by Product|
For customized support offerings, please contact firstname.lastname@example.org
For example, customized support or services could be a dedicated engineer to be available or help during a weekend upgrade."
* 24x7 support is only for infrastructure products, for example ClearCase, ClearQuest. All other products are 24x5.