HCL Leap Customer Support will be moving to our new Customer Support portal. The “Go-live” date for this migration is Monday, April 1, 2019. This migration will affect all HCL Forms and LEAP entitled clients.
This migration will change the way you interact with HCL Leap Support going forward. Information on the new Support Portal, and how you can gain access to create, modify, and monitor support cases follows below.
How to contact and work with HCL Support?
HCL Products and Platforms Support portal: https://hclpnpsupport.hcltech.com/csm. There you will see your new case number and all your previous tickets. If you have an existing ticket, you will see both the new case along with your old ticket number. Going forward, only the new case number will be referenced.
If you have the customer admin role, you will be able to register new users under your account, or they can request to be added, see How to Register: https://hclpnpsupport.hcltech.com/csm?id=kb_article&sysparm_article=KB0010165
LOGGING A NEW SUPPORT TICKET?
You can create a new ticket through two methods:
1. Create a new case via the HCL Support Portal: https://hclpnpsupport.hcltech.com/csm
a. Learn how to create a new case:
2. Or use one of the global phone numbers available here:
Support Offerings Information on our support offerings, hours of business and response time commitment is available at:
HOW DO WE HANDLE SEVERITY 1 TICKETS?
We will do our utmost to respond as soon as possible on Severity 1 tickets. Our official guidelines (SLA) are to respond not later than 2 hour after the opening of the ticket.
HOW TO ESCALATE?
In case of non-responsiveness or a failing process, a Duty Manager can be reached through the above-mentioned phone number(s). When you call, ask to speak to a Duty Manager.
Our product specific community site for knowledge sharing and discussion among product experts and users: https://hclpnpsupport.hcltech.com/csm
We look forward to assisting you through the new ticketing system.
Client Advocacy & Support Manager for HCL Leap & Forms