start portlet menu bar end portlet menu bar
  • Contact us
    • Banner desktop FAQs

    What is the latest IBM-HCL Announcement?

    HCL has completed the acquisition of select IBM software products. HCL and IBM had an ongoing IP Partnership for five of these products before this acquisition. HCL now fully owns the below mentioned software products:

    • Appscan for secure application development
    • BigFix for secure device management
    • Unica (on-premise) for marketing automation
    • Commerce (on-premise) for omni-channel eCommerce
    • Portal (on-premise) for digital experience
    • Notes & Domino for email and low-code rapid application development, and Connections for workstream collaboration.

    Until the transaction is closed, IBM and HCL will continue to operate under their IPP (intellectual property partnership) agreement, where both companies are able to sell BigFix, AppScan, Unica, Digital Experience (Portal and Web Content Manager), and Notes Domino. HCL continues to manage research & development, and L2 & L3 technical support.

    What are some key differentiators working with HCL?

    With HCL’s existing Mode 1 & Mode 2 capabilities, HCLSoftware sees an opportunity to unlock tremendous hidden value in these products and grow market share with focused and targeted investments. Many of the acquired products are leaders in large growing markets such as application and endpoint security, marketing automation, commerce, and collaboration. HCL customers will have the ability to contribute to the innovation of these solutions to address their rapidly-changing needs. Learn more about HCL Technologies.

    Where should I go to find resources?

    If you’re an existing customer, check out the Welcome Page. To locate product specific content, visit our Support Portal.

    How do I open a new support ticket?

    To open a new ticket, visit our Support Portal.

    Will there be any impact on the service? (e.g. down times, no support, slower release of updates)

    The team has prepared for this in advance and things will continue as usual. There might be some small changes you need to make to get started with the new system which are highlighted below.

    What will happen to my current subscription?

    There will be no change to any existing subscription, all data and amount of remaining scans or capabilities will remain. You will no longer be able to manage your subscription from IBM. Inviting new users to your subscription will be done directly from the service. To update your subscription please contact us, for any other issue please contact support.

    How do I invite new users to AppScan on Cloud?

    To invite new users to ASoC please login to ASoC. Make sure your current role enables you to invite others (by default Admin and Managers have this permission). Go to the User & Roles page and click on the invite button. Invited users will need to have an IBM ID in order to login in case they do not already have one.

    Why do I need to register with my IBM ID?

    We are working on providing an HCL IAM (Identity and access management) for ASoC that will replace the current IBM ID. In order not to cause any disturbance we will continue to support the IBM ID as part of ASoC. We will update soon on the migration plan from IBM ID to the new HCL IAM.

    Will my IBM licenses continue to work?

    Yes, the IBM licenses will continue to work during 2019.

    Do I need to switch to an HCL license and when?

    Support for HCL licenses will be added during 2019. Once it is available you will get detailed instructions on how to get new licenses.

    How do I set up HCL as an established vendor with my organization?

    HCL will be happy to work with your respective procurement team to make the process as easy as possible for you. Please register as an HCLSoftware Partner via HCL's Partner Connect Portal or write to us at software-info@hcl.com to get started.

    What happens to my existing IBM Enterprise License Agreement (ELA)?

    All customers with active IBM ELA contracts will be retained by IBM for the duration of the contract. Customers will contact HCL for support. HCLSoftware will work with customers to renew existing S&S in order to ensure there is no lapse in support.

    What will the existing customers of the acquired products do for service in the short-term / long-term?

    IBM will no longer be able to provide the product licenses or pricing quotes for these products as these are HCL products. Please connect with us through our Customer Support Portal or write to us at software-info@hcl.com.

    What will happen to the pricing of these products? Will they change?

    HCL has always aimed for simplified commercials. The product pricing information is available on our website or write to us directly at software-info@hcl.com with your inquiries.

    What will happen to the ongoing business opportunities with IBM?

    IBM will no longer be able to provide these products. HCL is happy to help you get onboarded with HCLSoftware as a customer to continue using these products. Please refer to the Welcome Page to get started.

    How should I renew my current/close to expiration product licenses?

    The licenses of these products will only be available for purchase/renewal through HCLSoftware. You can get started as a customer with HCLSoftware through the Welcome Page. If you are an HCL Partner already, please connect with your Product Representative. If you are not an HCL Partner yet, please register as an HCL Partner on the Partner Connect Portal or write to us at software-info@hcl.com to get started

    What will happen to the existing product support SLAs?

    Customers can expect similar SLAs and support working with HCLSoftware. HCL is committed to partnering with our customers for success. Please visit our Support Portal for more information.

    Does HCL have a Business Partner program? How do I sign up as an HCL business partner?

    Yes, HCL has a Business Partner program. You can learn more about the program and register as a business partner at our Partner Connect Portal.

    Can I still work with my business partner when the deal closes?

    HCLSoftware has a robust and globally spread team of Business Representatives for all products. We encourage you to sign up as an HCLSoftware Partner at our Partner Connect Portal or write to software-info@hcl.com to connect with your Business Rep.

    Will I retain the customers I used to sell to as an IBM Business Partner?

    Yes, You will be able to retain your customers that you used to sell to as an IBM Business Partner.

    Can I start selling software via HCL now?

    Yes, Once you are approved in the business partner program.

    Will HCL send me leads like IBM did?

    HCL will work with a business partner on opportunities whenever needed. HCL will not automatically send leads to business partners based on pre-set criteria.

    What future investments and roadmaps is HCLSoftware planning for these products?

    Many of these products were already under HCL’s Product & Engineering Management, as part of the existing development partnerships between IBM and HCL. Visit our Welcome Page to begin your journey with HCLSoftware. For more information on any particular product, contact us at software-info@hcl.com.

    Does HCL plan to continue developing the software, or is the software going into maintenance mode?

    HCL believes the product suites have tremendous enduring value and as such we are making significant investments in the future of these software products. Please visit the HCLSoftware Welcome Page and reach out for a roadmap session at software-info@hcl.com.

    What will be the new RFE (Request for Enhancement) process?

    HCLSoftware looks to partner closely with customers on product feedback and we value requests for enhancement. RFEs can be submitted via the Support Portal.

    Are HCLSoftware Products TAA Compliant?

    Yes, the following product families are TAA compliant: AppScan, BigFix, Commerce, Connections, Digital Experience, Domino, Notes, Unica.

    Will there be a US-based support desk for federal products?

    Yes, HCL has established a support process for U.S. Federal Government clients to ensure their data is securely exchanged with HCL according to U.S. Federal Government guidelines. Our HCL Support teams are staffed with U.S. citizens and are based in Cary, North Carolina and Chelmsford, Mass. Contact us through our dedicated phone numbers that route you directly to one of our two teams and use our secure U.S. based site to exchange data with HCL Support.
    For more information visit: https://support.hcl-software.com/csm?id=federal

    Will HCL support the acquired products with professional services?

    Yes, please contact info@hclfederal.com with your inquiry.

    What will be the new RFE (Request for Enhancement) process?

    HCL values customer input on roadmap and enhancements. Please share your requests with us at info@hclfederal.com

    How will HCL protect the supply chain with regard to code integrity?

    HCLSoftware is committed to delivering products which meet the stringent U.S. Federal government standards for secure supply chain. HCLSoftware has a U.S. Federal Government approved Product Integrity Policy. The policy is enforced by HCL’s U.S. Federal Government approved security officer, and U.S. Federal government approved 3rd party monitor. Elements of the policy include the following:

    • Source code, build and publication servers are housed in the U.S. and managed by authorized U.S. citizen personnel.
    • All released software has undergone HCL’s secure code scans with sign off from authorized U.S. citizen personnel.
    • Annual penetration testing with sign off from authorized U.S. citizen personnel.
    • On a quarterly basis a U.S. Federal Government approved third-party monitor performs software integrity testing.

    For a more detailed view on HCLSoftware secure supply chain, please contact info@hclfederal.com .