We provide tech support in South Africa. But globally, there is the tech support that follows the sun. We usually use tech support when we have to deal with upgrades and we get Hot Standby Privileges.

I got to know from some of my sources that there are a few resources working as technical support, but when the support is required during an emergency, customers face delays in getting help from the support team. Broadcom has a very good technical team, but providing support on time is an area where they lack.

I rate the technical support a seven out of ten.

Technical support is responsive, but since the merge with Broadcom the support has not been as good. They're not interested in getting on a call to quickly try to resolve an issue.

From the support side, the Broadcom / CA Team has supported us well.

The solution's technical support is good. The support you receive depends on the account that you have opted for, meaning the support received depends on whether you have a diamond account, platinum account, or gold account.

The technical support team of Layer7 API Management is an eight out of ten.

Our experience with Layer 7 Broadcom technical support was not good. The support was not helpful, lacked knowledge, and overall, the experience was subpar. I would rate it a three out of ten.

The solution provides good support, but sometimes, time is taken to solve issues. 

Solutions technical support actually falls. I mean, in our area, we have to get a team around it, so that some of the APIs won't get fail and the possibilities of capturing the records. Second thing is to deliver the migration of the APIs to higher environment. So this falls API, I mean, under support task and that too includes performing lifecycle management, upgrading the API versions. So last year we did from nine to ten. So this changes are there in the bucket of support and we do handle around that part of task.

Their support is phenomenal. That's one thing that I like about CA is that they're very good at their support.

There's a big dent right now with the merger with Broadcom. So, it's not working out that well lately. I think they need to get that merger completed quickly to get this all figured out.

Technical support are definitely extremely knowledgeable. However, we have faced some challenges where in our initial discussion we don't get a level 1 support. You want the guy with the most knowledge to be there right up front so it gradually takes 3 or 4 levels but the good things is our internal staff is coming up to speed on this but otherwise CA API Management have great knowledge, they built the product so they are very helpful.

The support from Layer7 API Management is proactive.

It is very good. I found the in-country skill and speed of response good.

For our scenario, I think this was/is a game changer.

Tech support is pretty good. They're pretty responsive. When we have an issue we give them a call. They jump on, help us find the root cause and provide a solution, or they talk us through configuration items.

We're big CA users, so we have all sorts of their products within our environment. It benefits them to be responsive.

We did use technical CA support and it was really nice. 

There were very few scenarios where I was not able to get the answers, or maybe my use cases were maybe unusual use cases that they were not able to come up with the answers. Therefore, we definitely get good responses from the technical team and they are quite responsive.

There was one scenario where they said there is no solution for the kind of requirement that I had. For all of the scenarios that I have come across, they have been able to give me some solution. There was only one scenario where maybe my use case was quite unique.

When I have used technical support they helped me a lot. Sometimes they took a long time to respond because we had very complex issues that we asked them for help with, but I think it is a very good service.

Technical support is agile and responsive.

4/5 they are always on par with requests, some times limitations of API gateway are there to answer by Customer Service

I rate customer service and technical support 8/10.

Our interactions with technical support were okay; nothing to write home about.

CA has been extremely responsive to any request that we've had for assistance, for support, and for new features. I haven't been able to evaluate the newer version that has recently been released, so we haven't evaluated it yet in terms of feature completeness.

Technical support is very good and responsive. We have a dedicated support person. Initially, we leveraged CA Professional Services.

I have absolutely used technical support. They have been pretty good, especially when more complex issues are escalated. They've got some resources that do a wonderful job in helping us come to a resolution.

I think they’ve got really sharp people. When there’s a serious problem, they’re quick to triage and get an authoritative person to respond quickly.

I would rate tech support at nine out of 10.

Their tech support is pretty good and their documentation is also good. The community's support is also good, so I would rate them pretty well here.

It seems to work pretty well. Sometimes it takes a little longer to get answers than we would like, especially to some low-level ticket where we just had some questions about why this thing is working that way or that way, not high priority stuff. It would be great if we could get those answered in a day or three, instead of two weeks.

The support that we've received has been fantastic. We've been able to talk to people everywhere from pre-sales, actual technical people, whenever we need it. Literally, the support team has been 100% behind us. We get stuck on something for a very, very short period of time before they're there to help us.

They've been easy to contact, not only via the normal contact through the phone number, but even through emails, they're very, very responsive to us.

We have not used technical support yet.

The technical support provided is the best.

In general, I’d give them about a 7/10 or 8/10. They’re good – sometimes it can take a little while to get to the right person. They tend to come back to us with obvious suggestions, which we try before we call tech support. When we get to the right person we get an answer immediately.

Technical support is really good. Their level 1 and level 2 support is really good. Sometimes when we try to add new features, when the team really gets stuck and we open the ticket, we usually get a response within a few hours.

The technical support responds very quickly by email. The last time that I communicated with the technical support, I asked them, "If MariaDB, instead of SQL, is compatible with CA API Gateway?"

However, now CA's entire product service is poor in Taiwan, as there is no local support.

I use the technical support extensively. I actually read the documentation. I know that's not something that people normally do, but I actually read the documents. One of the guys said, "If so and so, whoever writes it, knew that, she'd kiss you." And I said, "Well, maybe we shouldn't go there, but... "

I actually call them, and they've been wonderful because I have their cell phones, I can text, I can call. They probably don't want everybody to do that, but they want their products to succeed, they want me to succeed, and I want to work with a vendor that wants me to succeed.

We have used technical support quite often, and they are really good. We have opened multiple tickets, and they are very responsive, especially for the Severity 1 tickets. 

We have not used technical support yet. We have not run into any problems yet.

Overall it's been very good. 

There are two perspectives. We've used our technical sales contacts. They have been very responsive and very good. We're lucky that we have a couple of them local in our city. They've actually come on-premise to help us. That's been very helpful, very good. Professional services has been really good too. I've spent a lot of time with them. Again, their expertise has been very valuable. 

From a ticket support point of view, where we submit a ticket, I would say that's been a little bit less helpful, in terms of responsiveness, and conveying the actual issue to the person. Once you get them on the phone, and have a one on one working session - which they have been willing to do - that's been very good. But through the ticketing system and the support website, it could be better.

It's been very good as we need them, thankfully we haven't had much call to call them up, because it's been stable, but we call them up for platform upgrades, when we went from version 7 to 8 and 8 now through to 9. As we need assistance, we raise a ticket. They're very responsive, they're very thorough in what they come back to us with, so they've been a really good partner for us.

The support has been excellent for us. We had quite a bit of hand holding to get started as you’d expect with any new technology, especially in an organization like ours, which isn't on the leading edge. We have moved from behind center to the leading edge of technology, as we are using this tool set in the cloud. We are using it with open-source software. We are using virtual machines. There are lots of opportunity here to learn things, and they helped us every step of the way.

We have used technical support. We had a few bugs in the code, i.e., bugs in the product code for which we had to talk to CA central customer service; they were good and responsive.

We have used the technical support and it is excellent. CA is accessible since they have dedicated resources. They provide access to the engineering team and their service is good.

We are using local support in Brazil to help us during some specific integration between platforms; but it's very, very specific cases.

The technical support has been good. They have dedicated technical support for us, we have dedicated account managers from CA, as well as specialists. It's great to have those kind of partnerships with CA.

The tech support is fast and responsive.

We have contacted support. There were two cases where there wasn't support for old algorithms, the assertions weren't supporting them, and we reached out to the support team. They were very helpful. It depends on the problem you are asking them about. If it's easy, they give you solutions quickly. If there is a requirement for the engineering team to be involved, then it takes time. But they're very helpful.

The technical support is good, knowledgeable, and responsive.

They are all friendly to work with and really seem to care about us being successful.

It's pretty good. It's been a fruitful experience so far.

The technical support is excellent and very timely. The engineers are extremely knowledgeable, not only in regards to the product, but also in terms of the protocols and standards that are used by the product.

We had API Management from when it was still Layer 7. Their people were certainly filling a lot of shoes because it was a smaller company at that point and you would see the eagerness for technical support to jump in, be hands on, and help you all the way through. Now, they try to push us towards the solutions and the consultants a little more. In a bigger organization, getting POs signed is not an easy process and when you want something that could take an hour or two hours to fix, now becomes a bigger hassle.

Technical support, including the communities, Twitter, and being able to reach somebody on the phone is phenomenal; it's a good working relationship.

We have not used any technical support.

For most use cases, CA support is very responsive and they even have a group dedicated to making fast-paced product updates and customizations for customers with special needs, which is very unique among API solution providers.

The online material is fantastic and the CA API Academy videos are excellent.

I never needed to use their technical support. If you need it, you could chat with the online support team. That's it.

We have not gone into production yet. We have not had direct experience with CA's tech support. I can tell you that our development and our technical folks have been working very closely with their development teams. They have teams in India that we work with and teams in Vancouver that we work with. It has been a really good experience for us. Because it is global, you have got to be around the clock to some degree. So far, there have not been any issues. We have a US-based tech support team that as this thing goes into production with clients, we will be leveraging that team as well as the CA team.

Overall, I would give their technical support a rating of six. It was better before Broadcom acquired it from CA. If they improved their response time, I would give the technical support a higher rating.

There is a technical support representative that we use in the Netherlands and they are okay. They do their work and it has all been fine. There was only one time in the beginning that we did have contact support in the United States, but this was a very specific issue and it was the only time we had to do it.  

The thing is that the product is doing what it is supposed to do so there is no need to really call support. The only service calls we make to support are for moving to new releases. We need to do some preparation and get educated so that nothing goes wrong. But instead of going through all the upgrade documentation, we hire someone to do it for us. They do it in a day when it would take five days if we did it by ourselves.  

The support that is available is only for technical issues, they are not able to help you with your use case.

Technical support is very good. Response times are very good. As a partner, technical support is available via phone and email as well as in several countries.

Support through the forum is very good and efficient for partners.

We have a few cases open. I'd say I'd give an average rating of around 7/10 for technical support. Some people have been very helpful and others not quite so.

They’re pretty handy and they’re very knowledgeable folks from our experience perspective. In the initial days when we ventured into this product, they said we were in the learning aspects of it so we didn’t know all aspects of every feature and functionality. We did follow up many times. They were patient, they were trying to provide reasonable answers and guide us to the right path and where we could go to look for more information, so it was very helpful.

They are great, very helpful, and they make sure that you know that they are there to support you. They're responses and have always provided us with solutions.

We are in a stable maintenance mode, so we haven't had to engage customer service/technical support for some time.

I have ended up using technical support several times. I think it's fantastic. I've been working with a particular technical person in CA and he's been really, really helpful. He's been very busy, but the support that he gives me is above and beyond the call of duty.

Even going through the 24/7 support I usually get the answer back within 24 hours.

We engaged an architect from CA. They were pretty good.

I would say that the quality of technical support is moderate. It’s better than some, but not as good as others.

The support from Layer7 API Management could improve. We do not have a strong Latin American support. The support over the last two years has been poor. The vendor of Layer7 API Management, Broadcom, used to have approximately 500 employees here in Latin America but now they only have approximately 20.

You as customer has to find someone with a lot of experience in API Management so the users can take advantage of all the value the solution has.

Tech support is helpful. I would give it an 8 out of 10 rating. 

Technical support is good.

I think we have used tech support but the response has been so-so. They need more knowledgeable people.

Good.

They've been responsive, but they're pricey.

Customer service provides good and fast responses. They help a lot when problems occur. They always respond in a timely fashion.

Technical support provides good and fast responses. They help a lot when problems occur. By the way, the forum is also helpful for self-service.

Technical support was okay. We were getting good support. We had access to the portal, and the support was good enough.

Technical support is very knowledgeable and helpful.

We haven't had any issues. It's more stable. We didn't even have to touch anything.

It's a more stable product and we have very good support from technical point of view, but not from a professional point of view. We have some issues with Profession Services. But technical are always good, they support us as quickly as they. They give us solutions for customers, which is really helpful.

We have quite good support by the guys from sales support so far but, as I said, as we are not in production yet, we cannot evaluate the normal support services.

The technical support is quite excellent. Support staff usually respond quickly and are helpful.

No experience of technical support on API Management so far. However, if I may also add that the support team on it in terms of sales and product management from CA is excellent.

I would give technical support a rating of 10/10.

Customer Service:

Customer service is good

Technical Support:

The level of technical support is good.

They have come in sometimes to do onsite training when we requested it. For the most part, when we have technical problems, they are very responsive. They get it down to the developers quickly, who understand the problems and they work with us to get those fixes in their next release if it is something that is a bug or help us work around it. 

We use technical support only when we do the upgrades. My team, we always try to be at the latest and greatest version. Whenever they release, the next week we are already there, both in test and production. So when there's a new release, obviously there are some important technical features of which we are not aware. To learn about them we use the technical team. 

But other than that, from our point of view, as I mentioned, it has been pretty straightforward and pretty stable. We don't have a need to reach out to them, except when there are new features and we are migrating.

They're good. They have been really helping us. As I mentioned, CA as a whole has been a great partner for us and has been helping as we need. Whenever we need their support, they are there. Whenever we need information, they are there.

We raised a couple of tickets which just went through the standard process and we got a really poor response. But then I contacted the account manager and we got an excellent response and service.

In terms of the ultimate outcome and the service we receive now, I'd rate it really high, you know, 8 or 9 out of 10. But there's been one incident in particular which I would rate down at 2 or 3 out of 10. The way I feel now, I would rate it at an eight or a nine, mostly a nine. There was one incident which did not go through the account management team, which was not optimal.

The one incident which I would rate very low was just a really unprofessional, incorrect response. As soon as the account manager saw it, he was very apologetic. He got it all sorted out, no problem. They know about it and our account guys know about it. I think the support team know about it. I don't really think it's worth bringing it up again.

8 out of ten.

I am very satisfied with the level of technical support.

Technical support, the CS support, is good. They respond promptly. They give guidance and they give recommendations to improve the platform performance.

CA has very good API Management support. They are very helpful.

Satisfactory

I would rate technical support as satisfactory.

I have only used technical support to consult about upgrades. They are very good. They always have answers when we have questions so it has worked out really well.

Technical support is okay. We have opened some cases and all of them were quickly solved.

Seven out of 10. Not as focused on ensuring that the issues are fully resolved as I would like.

We always consult with technical support.

The technical support is fast and efficient.