CA Agile Central Customer Service and Technical Support

Directordd4f
Director Delivery at a hospitality company with 10,001+ employees
I haven't had to use tech support, myself. I don't know if the direct teams have. But, like I said, we haven't really had any issues with the tool. We had a guy who was an Agile coach come work with several of the teams. So we've kind of had onsite support from a coaching perspective; not necessarily the ins and outs of the tool. I think he was able to provide some technical support as needed to get the teams up to speed. View full review »
Robert Clee
Senior IT Manager at a insurance company with 201-500 employees
We have used them quite a bit. They have been very responsive. We use a competitor's tool for our waterfall approach. I won't say which competitor it is. However, we have been very happy with the speed and the availability of CA's technical resources. Our issues have been lower scale problems, but we do not have a support staff to manage Agile Central. What we found was technical support was not only giving us the ability to get help, but also helped us evolve our support team into a team that can be managed well on its own. So, I have felt they have helped us in a lot of ways. View full review »
PratapMysore
Test Automation Architect at CenturyLink
I have not contacted technical support. But there is a voting option available for customizations. If I need an additional field or something needs to be enabled, if more than 60 percent of users vote for it, the CA team will enable that. They have responded well to these types of requests so far. View full review »
Dave Lash
PMO Manager at Chipotle Mexican Grill, Inc.
I have not really used the technical support. View full review »
ProjectM9561
Project Manager
I've had pretty good responses with them. If I need help or we run into something that we believe may be a defect, I just open a ticket on the support site and I usually get resolution really quickly. There was one issue that we had where I was going to be out of town, and I'm the point of contact for our company, so I had to leave a person in the gap to get it to "done." And within a business day it was resolved. I was really happy with that because I was a little concerned. View full review »
SeniorAn49ab
Senior Analyst Developer at a manufacturing company with 1,001-5,000 employees
I don't think we've needed to use tech support. Honestly, if we did, it wouldn't have been my job in our company. We have a relationship manager that I'm sure would take care of that. View full review »
SeniorEn4b31
Senior Engineer Manager at a manufacturing company with 1,001-5,000 employees
There are times when we struggle with stuff but we haven't really called customer support yet. There are some features of the product, a couple of the things, that were not really intuitive. We just had to go through online documentation. They have good online tutorials, support, documentation, where you can go and read up on things, so we just used that. View full review »
QAM2190
Quality Assurance Manager at a transportation company with 1,001-5,000 employees
Generally I'm satisfied with the tech support I get from CA. View full review »
RayWatkins
IT Manager at DISH Network Corporation
I have not used technical support. I work with a person in-house who liaises with CA. View full review »
Katherine Cox
Reservations Supervisor at a transportation company with 1,001-5,000 employees
We have an administrator, and I've had to have people added back in because they don't go in there and use it, and get suspended. Then they ask, "How come my name's not in here?" So you have to respond: "Because you never use it." I haven't really had any help from technical support. View full review »
Jon Regan
Director, Curriculum Development at a tech vendor with 1,001-5,000 employees
Customer Service: Haven't really used it. Technical Support: Haven't really used it. Which I like. View full review »
Ricardo Pianta
Engineer Manager at a tech services company with 5,001-10,000 employees
I use more the sales consultants than the technical support. The consultants are very knowledgeable. They should be more frequently available. I would like to have more of their presence, but their technical expertise and their willingness to help me is pretty good. View full review »
Kent Seaman
Director Of Tool Chain Automation at American Express
A couple of my direct-reports have used tech support, and it's been fairly useful. If we don't have the solution developed at the point of time when we ask, they are more than willing to help us get to that solution, from a customized perspective. View full review »
Steven_Johnson
SCRUM Master at Transunion
We've used tech support very little. But we're satisfied with the support we've received. View full review »
Bryan Nelson
Agile Coach at T-Mobile
It is really good. In addition to tech support, we have had the agile success program supporting us. They are very responsive, helpful, and available. When we have needed tech support, they have been able to help guide us through it as well. So, really helpful. View full review »
Thomas Hall
Director of Delivery at Physicians Mutual Insurance
Technical support is very good, considering we have very rarely had to use it. The product has been very stable for us. We have not had a lot of technical support issues even to reach out and ask about. View full review »
SeniorCo9f76
Senior Consultant at a tech services company with 5,001-10,000 employees
As I said, we have a Testing Services group, so we just give our requirements to them. If they needed to contact CA for any sort of modifications the would have done that. We don't know. We don't directly interact with the CA technical team. We talk to our technical team and they might internally talk to them. View full review »
ManagerA7cc1
Manager Application Developer at a comms service provider with 10,001+ employees
I have not used tech support. We have an application administrator and he handles all that. View full review »
AlexChernyak
CEO at ZAPTEST
We use the technical support once in a while. They are very responsive and knowledgeable. View full review »
Software8992
Software Engineer at a healthcare company with 10,001+ employees
I guess I am good with the level of technical support. View full review »
it_user356046
Commercial Manager at a consultancy with 51-200 employees
They are smart people, knowledgeable and helpful. View full review »

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