HCL Software: Support Offerings | HCL Technologies

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Support Offerings

Offering Description Notes/Comments/Description
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


Customized Support

For customized support offerings, please contact products-info@hcl.com
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.