Broadcom DX Application Performance Management Customer Service and Support
aush.111
Engineer at Ooredoo Qatar
The customer service and support are very bad. I definitely don't challenge the technical capabilities of Broadcom because we recently got direct communication with Broadcom staff of one of the core teams like India. We got direct communication with them. They're excellent. They have very good technical skills. We got to a few meetings directly with them and interacted with them. They showcase a lot of in-built capabilities, reports, and everything.
But all these years, we've been communicating with Broadcom tech support to cases and calls. We never got it. So it is evident that the Broadcom support calls the email support, and the support system through the ticketing portal, that definitely not up to the mark.
For example, we were supporting Qatar's serious Fifa project. At that time, a few days before Fifa, we had some issues with the monitoring tool, and we had to literally follow 24/7 to solve some of the minor and small issues. We faced some serious troubles with Broadcom support. It's not up to the mark. Broadcom is very bad compared to its competitors.
View full review »
Gyanesh Rahatekar
Back office at Reliance Industries Ltd
The technical support for the product is very poor. As there is no technical support for the solution in particular, I rate the technical support a two out of ten.
The last ticket that I had reached out for support with the technical team was related to end-user monitoring, but our company did not get a correct solution from Broadcom's end, after which we have not traced any tickets with the support team for the last three years.
DL
Delbert Larsen
Senior Admin at Northwestern Mutual
Technical support is okay.
View full review »Buyer's Guide
Broadcom DX Application Performance Management
April 2024
Learn what your peers think about Broadcom DX Application Performance Management. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
767,667 professionals have used our research since 2012.
JW
Junaid Wahab
Systems Solution Analyst III at AmerisourceBergen
I generally only use tech support when the issue is beyond my knowledge. Otherwise, I use the communities.
When I have used their support I've been satisfied; not 100 percent, but a lot. The problem is it takes time. I prefer to use a community because lots of experienced people are using the communities and they reply faster than CA support.
it_user350181
Principle Technical Specialist, Monitoring at a leisure / travel company with 1,001-5,000 employees
For us, we rarely -- I don't think we ever, actually -- call the 1-800 technical support. We have a lot of experience and knowledge in-house. We have our entire CA support team that ranges from executive level to the highly-technical level. We can normally within a day be in touch with a developer. A lot of times the problems that we have will blast through the help desk pretty quickly. Our CA support team is vital to the success with APM.
View full review »AM
SeniorTe4977
Senior Technology Officer at BMO Financial
Every customer is unique. Again to this market, it is that unique need, unique feature, unique necessity, or unique technology that brings forward your need to adopt your technologies or adopt your lifecycle to meet that need. With CA, if I throw out a solution, one pill does not work for everything, so you need to make that customization. You need to draw a line on what customization is, then what support is. Everything cannot be customization.
I have a product that is unique to me, but I did really tinker it out, so you need to talk to me and understand what the tinkering is. It cannot be a customization request, it is a support. Drawing lines between customization and support, there are a few dialogues, a few dialogue lines that really need to happen along those lines. Otherwise, it is fairly good when we actually escalate. We have heard some nays back and forth, but it has been good.
View full review »it_user349344
Vice President at a financial services firm with 10,001+ employees
We don’t have dedicated resources, but we open tickets and they come back. For example we’ve seen a lot of errors in our logs, and they’ve provided patches and configuration changes, but we’re still seeing those errors. It’s not bringing down the system but we don’t know what lurks, and we want to make sure that it’s stable. Sometimes we go to our account manager to escalate, which does get us an answer.
Still this has been a nagging pain overall, although the solution was more solid after upgrading to newer versions. We do seven to 10 billion dollars in revenue in those applications so we need to ensure those systems are as available as possible, and that hasn’t happened.
View full review »it_user393717
Computer Technician at a tech services company with 10,001+ employees
Technical support is excellent. Whenever I needed support, I had an excellent service.
View full review »SD
Srikanth Doddi
APM consultant at Tech Mahindra Limited
The technical support for this solution is good. I'm rating it a four out of five, with one being the worst and five being the best.
View full review »HW
Hui Wang
Technical Service Owner for Monitoring at BCBS of NC
I like the old dashboard - I'm just going to be very open. The old dashboard allow me to create a case and be able to get my products, without going through some of the current things that are going on.
I still like the old, for example, CA UIM support, where you can download directly through the UIM portal without going through extra steps. So I think that can be simplified.
BH
ManagerSe046
Manager Systems Application at a manufacturing company with 10,001+ employees
We get really good support.
it_user572895
Manager at a financial services firm with 10,001+ employees
Support from CA has been really, really phenomenal. We've always applauded CA as being one of our top vendors, compared to many others, such as HPE and Microsoft. Many times when we had an issue, it really was really, really phenomenal support. From a CA standpoint, any bugs, any issues that we typically have, we would have pretty much a few engineers involved and at times solve an immediate need, which is something that we cannot experience with other vendors, such as, again, like HPE or Microsoft, or what have you.
View full review »it_user558288
Service / Resource Manager of Desktop Engineering at a financial services firm with 1,001-5,000 employees
My team doesn't deal with technical support directly. We work with internal groups who are the actual customers of the product.
View full review »SF
reviewer989331
Applications Engineer at a financial services firm with 1,001-5,000 employees
The technical support team for Broadcom DX Application Performance Management is helpful. On a scale of one to five, with one being the lowest and five being the highest, I'm rating support a five.
View full review »aush.111
Engineer at Ooredoo Qatar
Technical support is good, but you don't always get a solution that works. It seems to be more of a trial and error process. At times you will be told that the issues will be resolved in the next issue, but it doesn't.
They respond immediately, and the communication is good.
View full review »it_user599025
Sr Infrastructure Engineer Cloud Automation & Tools at a insurance company with 10,001+ employees
The customer service is good but not excellent. I would rate it a 7 out of 10.
View full review »it_user205176
Lead CA Wily Engineer at a financial services firm with 1,001-5,000 employees
Customer Service:
Excellent, really top quality always.
Technical Support:Same as customer service, top quality.
View full review »MP
Manish A. Parikh
ESM Engineer at a tech company with 10,001+ employees
it_user778545
Senior IT Manager at a energy/utilities company with 1,001-5,000 employees
We have used tech support. I would evaluate it as so-so. Part of the issue is, I've got some seasoned guys. Tech support is always saying, "Hey, what's with these log files," and the like, and we feel that we waste some time upfront because we've already checked A, B, and C. It's like if you called tech support, and they say ,"Well have you turned your computer on and off?" "Yes, I've done all that!" It's like that. We go through some stuff that we feel if we skip that we might get to some resolution faster.
With version 10.5, we went to it fairly early and we discovered some things that broke some things in the past. We did get through those. But I would say the bigger issue is, if we're at point A and we want to get to D, we want to skip B and C.
We do get the right person when we call, there's not really any run around.
And we have, I don't know what her title is, a service manager, and we meet every couple of weeks to review all the cases, and I feel that if something's not getting addressed she'll help us escalate that or push it forward. It's just some of the upfront stuff that gets a little frustrating at times.
View full review »AM
ArnabMukhopadhyay
Enterprise Architecture Leader with 5,001-10,000 employees
I would give technical support a rating of 8/10.
View full review »MP
Manish A. Parikh
ESM Engineer at a tech company with 10,001+ employees
The tech support is great. Yeah, actually, I know most of them by name since I've been there. They're very helpful, very intelligent, very professional; great customer service.
View full review »it_user412728
Tech & App Mgmt Project Lead at a tech services company with 10,001+ employees
Technical support is very responsive. They will work with us to solve any of the issues that we are encountering.
View full review »it_user778791
Performance Engineer at Lowe's Companies
Technical support has come a long way. Back in 2008, it was a different thing altogether. It would be maybe overnight before you would get a callback. Now, it is maybe within minutes, depending on how you put in your request. If it is something that you need or if it is a tool, someone is calling you within minutes of opening your problem. They will stick with you and make sure that it is resolved. It has gotten better. I can't complain.
View full review »it_user402615
Sr. Software Systems Enginee at a insurance company with 1,001-5,000 employees
Customer Service:
I'd rate customer service an 8 out of 10.
Technical Support:Technical support is an 8 out of 10.
View full review »it_user1415085
Monitoring Tools Teamlead at a financial services firm with 10,001+ employees
I didn't contact their technical support.
View full review »SG
Shivakumar Gutte
Senior Manager at a tech services company with 10,001+ employees
When you submit a support ticket it will take them two to three days to reply. They told us they would resolve issues within 24 hours, but so far that has not happened.
There have been times when we were doing performance testing, load testing, where it didn't capture the required information we were trying to monitor. We called the CA APM support team. They suggested we increase the RAM and restart the agents. That was the solution they gave us.
View full review »Gyanesh Rahatekar
Back office at Reliance Industries Ltd
Compared to other tools, the technical support is not good. Other tools give support in real time, whereas CA will only reply 48 hours after I log a call.
View full review »it_user411417
Manager Information Technology at a consumer goods company with 1,001-5,000 employees
Technical support is good. They work with urgency.
View full review »it_user296508
Principal Consultant at a comms service provider with 10,001+ employees
SC
ITLeadere3b9
IT Leader at a financial services firm with 10,001+ employees
Customer Service:
It is fairly good.
Technical Support:
We have the solution in a SaaS schema with a local partner, they give us the first and second level support then the partner used the CA support. I have not worked directly with the CA service or with technical support but I fell it is not the best.
View full review »it_user546207
Senior Technical Specialist at a financial services firm with 10,001+ employees
I would give technical support a rating of 7/10. Few people are available to support the product. However, good, proper attention is given to urgent matters.
View full review »
Steven Palondongan
Consultant Development Program at Astra Graphia Information Technology
The support could improve because most of the support has no commitment to their SLAs.
View full review »MS
Mahendra Shetty
Systems Engineer at a tech services company with 10,001+ employees
The technical support has performed very well. We receive good information in a very quick and polite manner. They have very good technical personnel and have been very happy with them. Sometimes. I contact them when CA APM introduces new things.
View full review »SN
Sahar Nir
Noc maneger with 11-50 employees
Their technical support is great.
View full review »it_user572913
Principal Analyst at a comms service provider with 1,001-5,000 employees
Technical support has always been very happy to help us. They offer a community, which is often very helpful, where one can go to find their own answers if they'd like.
View full review »it_user594660
IT Technical Integrator Level Iv at a financial services firm with 10,001+ employees
Initial technical support is excellent for common, easy to identify and medium complexity issues. For difficult, complex, issues it’s necessary to escalate things to get the experts from development and engineering involved to get traction on resolution. Otherwise, things can get stuck and drawn out.
View full review »it_user558354
Vice President, CTO Office - Global Enterprise Tools and Automation Lead at a insurance company with 10,001+ employees
Technical support is usually the same in any big company. They tend to play the log game. I typically contact our support contact. I just reach out and we escalate. The account executives can help with that process as well. We ran into problems where my team was complaining, support wasn’t responding, or they were taking too long for issue resolution. I spoke with the account team, and then we were able to get the right connections so we can escalate more effectively and efficiently.
View full review »it_user393717
Computer Technician at a tech services company with 10,001+ employees
it_user217221
Service Lead with 1,001-5,000 employees
Customer Service:
Good.
Technical Support:
Average as they need more experts in APM technology.
View full review »it_user174708
Security Consultant at a consultancy with 51-200 employees
Customer Service:
Good enough, although I would have expected a better way of dealing with cases than having to explain every time from the start when a ticket was paused or opened in relevance to another one.
Technical Support:7/10 - They need to leave the automated way of asking from a client all tech details from start when a ticket is opened under his account ID.
View full review »AJ
AlbertJurisic
CEO at Pio Pet d.o.o.
The technical support is good, we are satisfied. The transition period was a little bit problematic, but it only took a short time.
When Broadcom purchased CA they changed the support and the portal. We noticed but we had no real issues. They are responsible and responsive.
We are the first line of support the second line of support is done by Broadcom Support.
They have improved by making the documentation available publically, so it's not only available to partners anymore. The software documentation is really nice, approachable, readable, and searchable.
View full review »it_user778833
Senior Enterprise Engineer at a financial services firm with 10,001+ employees
When we run into so many bugs, we are not sure if it is something we are doing wrong, or if there is a bug in the product, we contact technical support, who are good. They respond pretty quickly, and are usually knowledgeable about the product and some of the problems. They are able to point us to knowledge-based article, which will allow us to try to resolve the problem.
View full review »it_user378384
Solution Architect EMS Practice at a tech services company with 10,001+ employees
Technical support is 7/10. It needs to be more proactive. Sometimes, it takes a long time for them to provide solutions.
View full review »it_user409089
Application Monitoring Lead at a tech company with 10,001+ employees
The level of support has been like a rollercoaster ride. Early on when it was owned by Wily, the service was great, but right after the purchase by CA it when downhill. I generally try not to go to support unless I have to, but I must say over the past six months, it has improved greatly. My cases have been handled very well and escalated to higher-level engineers when necessary.
View full review »it_user778608
Server Engineer at a consultancy with 10,001+ employees
We have, pretty much, good support from them.
View full review »it_user424428
Team Lead Global Service Monitoring at a tech services company with 501-1,000 employees
CA support is a little bit slow. I usually check with the CA community first before opening any support ticket. It takes a long time because support is based in Plano, TX, and the time zone difference causes a delay in them providing us a response that I can implement the next day.
View full review »it_user472566
Infrastructure and Support Analyst at Suramericana
Customer Service:
Above average. We always get answer in less than 15 minutes, and the personnel are very kind as well.
Technical Support:Very proactive and with noted knowledge about the specific topics. It is 24/7 with people all around the world.
View full review »it_user305787
Tech Specialist at a financial services firm with 10,001+ employees
In our experience, technical support has been excellent. They have very good turnaround time and very good technical knowledge.
View full review »it_user383772
Software Reliability Manager at Orange
I don't use support, I do everything myself.
View full review »it_user46185
Lead Internet Engineer at a financial services firm with 1,001-5,000 employees
Technical support is really good. I'm very happy with them.
View full review »it_user100344
Sr. Analyst at a retailer with 1,001-5,000 employees
OG
SolutionEng112
Solution Engineer at a tech company with 501-1,000 employees
Technical support is good. They are responsive, and always willing to help you. The turnaround time just depends on the issue, which is understandable. They have always been responsive with great people.
View full review »it_user147561
Solutions Architect at a comms service provider with 501-1,000 employees
Professional and helpful however I got frustrated many times due to their level of expertise. When we experienced issues with the product or had questions, we rarely got quick and proper answers and had to figure it out ourselves (we found that we had more “working” experience)
View full review »it_user349068
Sr. Project Manager at a financial services firm with 1,001-5,000 employees
Customer service and technical support are very good.
View full review »it_user685344
Principal Developer at a tech services company with 10,001+ employees
We don't usually end up calling support because the other guy that works on it does a lot of high level development and he's out in Colorado. If there is an issue here I can't figure out, we usually end up having to go to engineers to get it solved. In the past when we've called them it's been really hit or miss. Like on a scale of one to 10, I'd give it a six.
Usually to get our questions answered because we consider ourselves pretty advanced users and we're kinda on the edge of what's going on. We usually have to get a couple of tiers in before we can get the questions that we have answered.
it_user685377
Technical Delivery - Core Systems with 10,001+ employees
The technical support is superb. They are always willing to help as well as give guidance as and when you need it. whether on a chat, face to face, or through the CA communities site where you can talk with other users.
View full review »it_user558228
Software Developer / Technical Lead at a financial services firm with 1,001-5,000 employees
Technical support has been pretty good. They respond pretty much in the same day. They've been very helpful. No issues to report.
View full review »it_user558387
Director of Technical Projects, Client Services, FIS at FIS
I have not used technical support, but the feedback that I've gotten from our system engineers is that it's been tremendous actually.
View full review »OG
SolutionEng112
Solution Engineer at a tech company with 501-1,000 employees
8/10
View full review »it_user394263
Sr. Manager, Infrastructure Capability at a comms service provider with 5,001-10,000 employees
Customer Service:
Customer service is excellent. Every time we have opened an issue, it is resolved quickly.
Technical Support:Technical support have a very high level of knowledge.
View full review »SK
reviewer1581165
Product Manager at a healthcare company with 10,001+ employees
We have found that both the documentation on offer and the technical support is quite good. there are no complaints in that regard. They are helpful and responsive and we're quite happy with the level of service we receive when we need it.
View full review »it_user1290405
Systems Consultant at a insurance company with 1,001-5,000 employees
We have had to call them and I find that they are not very supportive now.
View full review »AK
Anuranjan Kumar
Technical Consultant at Grid Infocom Pvt Ltd
Their support team is quite supportive and quick to respond.
They communicated very well and their support was vastly experienced.
View full review »it_user779271
Technical Advisor at a healthcare company with 1,001-5,000 employees
Our monitoring team has used them and would need to be the ones to evaluate them.
I have heard good things. We work very closely with CA. We are a very large customer, so they get back to us pretty promptly.
it_user778917
Infrastructure Analyst at a energy/utilities company with 1,001-5,000 employees
Technical support is slow to respond and also asks redundant questions. For example, they will ask for some logs being sent, then we will send it and hear back from them again in a couple of days requesting pretty much the same things. Like "well let's take a look," "alright send the logs again," and I was like, "we just did that like four or five days ago." That is one of my few complaints. I would rate technical support a seven and a half out of 10.
View full review »it_user574353
Assistant Manager - IT Networking at a financial services firm with 501-1,000 employees
Technical support is mind-blowing. They are really a big helping hand with administrating the application.
View full review »it_user558222
Network Engineer at a financial services firm with 1,001-5,000 employees
I would say technical support is pretty good. I don't have any complaints. I get a response time in a fair amount of time, depending on the issue.
View full review »TD
itadmin435408
IT Administrator at a transportation company with 10,001+ employees
7/10
View full review »it_user350106
Enterprise Network Architect at a healthcare company with 1,001-5,000 employees
The support is superb. They have the technical knowledge, but you just have to get to the right person. They are very quick to respond and follow up as promised.
View full review »it_user349428
Software Engineer at a healthcare company with 1,001-5,000 employees
Technical support is quick to respond and very knowledgeable.
View full review »it_user232875
Performance Architect at a energy/utilities company with 10,001+ employees
Customer Service:
It’s OK. They respond and acknowledge customer requests.
Technical Support:We are not happy about it, because we have had more than five or six tickets open for some months.
View full review »it_user674088
Senior Quality Consultant at a tech services company with 10,001+ employees
I would give technical support a rating of 7/10. They gave us fast answers when we asked for information, but there were delays to get a solution, even when the issue was clearly a bug.
View full review »it_user577533
Middleware Specialist at a energy/utilities company with 10,001+ employees
Technical support has been great.
View full review »it_user202653
Principal Systems Engineer at a energy/utilities company with 1,001-5,000 employees
Customer Service:
Customer service has always been very helpful thus I would rate them 9/10.
Technical Support:Technical support, as with any company, is hit and miss depending on who is assigned to your ticket. Overall we have had a positive experience as we have had very technically proficient folks and have had a few people who seem to struggle with supporting the product. With that said I would rate them 7/10.
View full review »it_user674325
Senior IT Consultant, System Engineer & Developer at a tech services company with 201-500 employees
Technical support is good and they are quick to respond. It would be better if they can create a different, more technical approach. Maybe they could go directly to second level support for partners.
View full review »it_user488841
Senior Consultant at a tech company with 1,001-5,000 employees
Excellent, they are always calling and resolving issues. If there is a need to escalate it internally to get a fix or a workaround, they will do it quickly.
View full review »it_user350166
Senior Performance Test Analyst - Lead at a financial services firm with 1,001-5,000 employees
We only had one main issue with our upgrade. It took longer than I would have liked. I pushed the issue up through our account manager, got a call, and within an hour, we got it fixed, though that took us a week-and-a-half to get to that point. We expected it to take an hour-and-a-half.
View full review »it_user350007
Snr Devops engineer at a tech services company with 501-1,000 employees
I think it’s very good, you can talk to them and you get good support. We have never had an issue with the support from CA.
View full review »AG
Alexandre JorgeFrança Gonçalves
IT Service Specialist at a financial services firm with 1,001-5,000 employees
I use technical support a lot. They've performed well. They always respond quickly and they are assertive. We have had a good experience with support.
View full review »it_user382854
IT Senior Manager Online Services at Produban
The technical support is responsive.
View full review »it_user259326
Manager at a tech services company with 10,001+ employees
I would give technical support a rating of 9/10.
View full review »it_user575814
Senior Service Assurance Consultant at a tech services company
I would give the technical support 10/10 rating; they are very good. They have highly skilled staff and are available 24 hours a day.
View full review »it_user350334
Account Delivery Executive at a insurance company with 1,001-5,000 employees
I don't use tech support for anything. We have our own internal team.
View full review »it_user336336
Senior Software Architect at a financial services firm with 1,001-5,000 employees
Over all these years we really only contacted customer support once. The issue was resolved quickly and professionally.
View full review »it_user136035
Senior Project Manager at a tech services company with 1,001-5,000 employees
Customer Service:
Very high. We were able to work with a very high skilled service force.
Technical Support:Medium level. Issue were so complex that first line couldn’t help.
View full review »it_user140679
Consultant at a tech vendor with 1,001-5,000 employees
On a scale of 1-5, I would rate the level of technical support a 3.5. The reason being as per my experience, CA is lacking in resources having in-depth knowledge of the product, but it is being improved over time.
View full review »it_user350322
Systems Engineer at a tech services company with 51-200 employees
They've been slow at times to get us answers and solutions, such as a few years back when we had the issue of the agent pressuring our servers. I haven't had to submit many support tickets, though, as I have co-workers who do that primarily. The feedback I've heard from them is that AppDynamics has done a better job than CA with support.
View full review »it_user510261
Services Consultant at a financial services firm with 501-1,000 employees
Customer Service:
Customer service is excellent.
Technical Support:
Technical support is high quality, but little quantity... I'd like to have more APM support.
View full review »it_user578811
Application Support at a government with 501-1,000 employees
The technical support is very good.
View full review »it_user576372
Senior Application Consultant (Project Manager) at a tech vendor with 51-200 employees
Customer Service:
Customer service is 6/10.
Technical Support:Technical support is 6/10.
View full review »it_user346296
Lead Technical Architect with 1,001-5,000 employees
I haven't yet had to use technical support for APM.
View full review »it_user101430
Consultant with 51-200 employees
Customer Service:
My experience with CA Customer Service, from Sales and Pre-Sales teams, has been of the highest standard. The team always frequently drops by to just say high and follow up any enquirers.
Technical Support:While working at different organisations I have overheard people talking about the lack of urgency and turnaround time when it comes to support. The CA Support team are very good at ensuring you know the progress of any given issues with constant updates.
View full review »DS
Dharmendra-Singh
Specialist Operations(Windows) at a tech services company with 10,001+ employees
It's average.
View full review »it_user842940
Project Lead for Monitoring
Good.
it_user779142
Senior Developer at a tech vendor with 10,001+ employees
We have used the Japan CA team. They are helping us. They have been helpful and responsive.
We are also in contact with the people in Santa Clara, and they are also helpful.
View full review »it_user779274
General Manager Help Desk
We get support from Future Systems, a CA partner. The support is good. Sometimes the response is quick. We are working in a bank, a huge bank, with multiple branches related to the main center. When there is trouble, when there are problems, a business interruption, we need fast support, immediate support, strong support. Future Systems, in our opinion, covers this, but only somewhat. We would rate them "good" to "very good."
View full review »it_user783090
ICT Consultant, Experienced Manager at a tech services company with 1-10 employees
When I catch the right Level 2 engineer on the APM site, everything is fine, and I would give them an eight out of 10. They are great.
If you will ask me about the general Level 1 support of the CA, and I would give them a two or three out of 10 because it takes a long time to get to them to focus on the program. Also, it takes a long time to redirect to the right Level 2 engineer.
View full review »LK
Luke Kabamba
Senior Solutions Architect at a tech services company with 51-200 employees
Support is average, but there is a great community that provides solutions almost instantly to any query.
View full review »it_user610167
Principal Consultant at a tech services company with 11-50 employees
Technical support is excellent.
View full review »it_user331869
APM (Application Performance Management) at a tech services company with 10,001+ employees
The monitoring stats we get are only 70%-80% reliable. We cannot depend completely on the monitoring view provided.
View full review »it_user305787
Tech Specialist at a financial services firm with 10,001+ employees
Customer Service:
Customer Service is excellent. They're very fast and provide knowledgeable responses.
Technical Support:The support personnel I've dealt with have been very responsive and professional.
it_user98442
Senior Application Consultant at Gateway Software Solutions Private Limited
it_user102693
APM Consultant at a tech services company with 10,001+ employees
Customer Service:
CA support responds well but solution delivery is not at par. The CA Community does a great job at helping resolve issues.
Technical Support:8 out of 10.
View full review »MG
reviewer1104816
Director Regional at a computer software company with 10,001+ employees
The technical support is very poor.
View full review »it_user776838
Consultant at a comms service provider with 10,001+ employees
Technical support is excellent. If you opened a support ticket, you would get a reply within a few business hours. They call back and make themselves available.
View full review »it_user405561
Technical Specialist at a tech services company with 10,001+ employees
Customer Service:
Customer service is 9/10.
Technical Support:
I am very satisfied with technical support.
View full review »it_user245430
CEO/Systems Analyst at a tech company with 501-1,000 employees
it_user216459
Consultant at a tech services company with 501-1,000 employees
I would like to see them resolve issues quicker.
View full review »it_user334821
Technical Consultant at a tech services company with 51-200 employees
AK
Anuranjan Kumar
Technical Consultant at Grid Infocom Pvt Ltd
Technical support has been a 10 out of 10.
View full review »it_user598923
Services (APM) Consultant at a tech vendor with 51-200 employees
The customer support is very good and active. I would like to rate it a 9 out of 10.
View full review »it_user489129
SR Server Support Analyst at a comms service provider with 10,001+ employees
On a scale from 1-10 (1=worst, 10=best), I rate technical support a 6.
View full review »it_user431049
IT Admin at a tech services company with 10,001+ employees
SLAs are great. Technical level of the technicians is quite good and the level of motivation in resolving cases is very valuable.
View full review »it_user371829
APM Consultant with 10,001+ employees
Customer Service:
The customer service was fantastic.
Technical Support:The technical support is good in guiding in the right directions to figure out the root cause of APM so quickly.
View full review »it_user225678
Principle System Engineer at a energy/utilities company with 1,001-5,000 employees
They have very good technical support.
View full review »it_user108432
Support Engineer at a tech services company with 501-1,000 employees
Customer Service:
I would give CA customer service a 8 out of 10.
Technical Support:I would give CA Technical Support a 7 out of 10. They have a great knowledge database and great documentation.
View full review »it_user647421
Senior System Engineer / System Operation Analyst 2 at a tech services company with 10,001+ employees
I would give technical support a rating of 10/10.
View full review »it_user598926
Integration And Development at a energy/utilities company with 1,001-5,000 employees
I would give the technical support a 10 out of 10. CA has excellent technical support.
View full review »it_user136557
Engineer at a tech services company with 501-1,000 employees
Technical support responds fast and solutions experts are available to join in if issues are complex.
View full review »it_user653628
Technical Consultant at Tech vendor
Technical support is very helpful and supportive.
View full review »it_user572871
Data Analyst at Frost Bank
I haven’t used CA technical support.
View full review »RS
Ravi Suvvari
Performance and Fault-tolerance Architect with 1,001-5,000 employees
it_user685305
System Control Center at a tech services company with 5,001-10,000 employees
I would rate the level of technical support as "Good."
View full review »it_user583380
IT Lead Architect at a manufacturing company with 1,001-5,000 employees
Technical support is good, but I don't require them so often.
View full review »it_user431130
Corporate Director Product Engineer at a financial services firm with 1,001-5,000 employees
The technical support is good. We have always had good interactions when we've needed them.
View full review »it_user274593
Technical Specialist at a tech services company with 10,001+ employees
I rate technical support a 9 out of 10.
View full review »it_user405009
Applications Engineer at a financial services firm with 1,001-5,000 employees
It's good to very good.
View full review »it_user779316
Solution Architect at Wipro Technologies
No support tickets so far. That means the product is stable.
it_user618126
Engineer Director at a tech services company with 51-200 employees
As of right now, I have not used technical support.
View full review »it_user200523
Sr. APM Analyst at a media company with 1,001-5,000 employees
Customer Service:
10/10, CA is pretty close with our company, and they are actually in the same building.
Technical Support:8/10.
View full review »it_user129648
IT Admin at a government with 1,001-5,000 employees
On a scale from 1 - 5, I would give CA a 5 for both.
View full review »KN
reviewer1395900
Techincal Support at a tech services company with 51-200 employees
Technical support has not been what it was since before the acquisition by Broadcom. However, it is improving. There are a lot of things that they need to fine-tune and get back on track. In particular, they need to respond to issues more quickly.
Sometimes the partners run into problems with implementation. It could be an issue with the environment, for example. When the support ticket is logged, I need them to respond immediately or come online to be able to help resolve it at the time.
Time can be used when they ask for more information, such as sending certain logs. However, I want a situation where when you raise a priority-one ticket, they should be able to log in, take over the system, and help resolve issues as quickly as possible.
View full review »it_user693843
Consultant information technologies
I would give technical support a rating of 10/10. The technical support is always really amazing.
View full review »it_user350313
Voice and Data Network Specialist at a tech services company with 1,001-5,000 employees
Technical support is good. Importantly, they have a lot of experience with being discreet in our use of their services for our customers.
View full review »it_user136641
Co-Founder at a tech services company with 51-200 employees
it_user393552
Software Architect at a tech services company with 10,001+ employees
BB
reviewer1154406
IT Infrastructure Manager at a tech services company with 201-500 employees
Technical support is not good. We are not satisfied and would prefer if they offered much more support for their product.
View full review »it_user683430
Consultor técnico at a tech services company with 51-200 employees
Is really good but sometimes the answer time is really slow.
View full review »it_user138156
System Engineer at a aerospace/defense firm with 1,001-5,000 employees
Customer Service: GoodTechnical Support: Depends on different technicians. Some of them who I have been working with are very good. They really know this product and can provide me good suggestions and solutions. But some of them, I don't think they are familiar with or understand our issue. For example I had an issue when I upgraded and the support person gave me wrong directions.
View full review »
it_user776670
General Manager Sales at a tech services company with 201-500 employees
Excellent.
View full review »Buyer's Guide
Broadcom DX Application Performance Management
April 2024
Learn what your peers think about Broadcom DX Application Performance Management. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
767,667 professionals have used our research since 2012.
Buyer's Guide
Download our free Broadcom DX Application Performance Management Report and get advice and tips from experienced pros
sharing their opinions.
Updated: April 2024
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