I did not use any technical support services. 

CA technical support is usually pretty good. Just like any kind of support, it takes time for them to get back to you and to actually come up with a solution.

I don't do it myself directly as we have a team that supports it and they're the ones who'll engage CA.

Support must be improved significantly.

We've opened up a few tickets with technical support and we've used our CA third-party consultants as well. They've been very helpful.

7/10.

5/10.

The customer service and support are good. 

Personally, I don't think the technical support is very good. The technicians don't seem to have enough training and knowledge surrounding the solution — they don't have in-depth knowledge.

8/10.

When you open a ticket with priority one, the technical support is excellent - 10/10. However, when the ticket is priority two, three, or four, then it's 7/10.

Did not user previous. But I helped move from a different solution to CA
Identity Manager. Why the change? Because the previous solutions was nor
flexible and was high cost value to adapt.

There are some really good resources and support. Overall, I've had pretty decent luck with support. Sometimes we do have challenges, but that's getting better.

Technical support is good. I find them to be helpful and responsive. In general, we are satisfied with the level of support on offer. 

When you open a ticket with priority-one, the technical support is excellent - 10/10. However, when the ticket is priority two, three, or four, then it's 7/10.

I would evaluate them at five out of five. Every tech support guy who works at CA is good. I don't have any issues.

They have been very good to us. We also partnered with Simeio which is a preferred partner for them. They have been working very, very closely with us. They have been very responsive in communication. They have developed patches for us whenever we needed them.

Technical support from CA comes in two forms for us. The first one was regard to their sort of, what we call, staff augmentation model. Well, they helped us to understand the paradigm for a using Identity Manager, while at the same time helping us to understand how to use the actual product. The support that comes afterwards, which is also excellent, comes in the fact that they have forums for us to interact with. They also have sort of escalation procedures that we have a chance to work with, and so that supports us from both ends of the project. The introduction as well as the ongoing maintenance.

Currently, the technical support for Symantec Identity Governance and Administration isn't as good as it used to be. Broadcom has introduced other support and my company also provides support to customers, but in terms of getting good support from Broadcom, my team hasn't been getting it.

The support team for Symantec Identity Governance and Administration is responsive, but there's a delay in the response.

On a scale of one to five, with five being the best and one being the worst, I'm rating support two out of five.

I did not have a chance to contact support personally, so I can not talk about how my experience with them was from a personal point of view. However, the people on the team right now working on projects who have called support said they were helpful. They have a good understanding of the product and seemed to have a lot of experience. I do not know what kind of resolution the members of our team were looking for from the support people. It might have just been for more information or troubleshooting or some type of issue resolution. But our company has had experience with the CA technical support team and from what I know the experiences were good.  

Their engineers know our environment very well. We're able to get personal support with specific engineers when we make such a request.

We had a technical support locally in Israel from CA but we were referred to CA Laboratories Worldwide. We had good support from them.

Tech support is very good. We actually have a CA team onsite.

Technical support has drastically improved over the years, as a result I would rate them at 7.5 and climbing.

The support could be greatly improved. As the solution is becoming increasingly antiquated, there does not seem to be a capability or a desire to provide support staff with the adequate knowledge. It is inefficient. This is why I rate it a C. 

 I would say they are good, but there is always room to improve.

It is too soon to rate them as we are currently working with them for our implementation.

7/10

5/10

We haven't had any issues that required us to go to technical support, so it's really been very good.

Very well, as I have been working with these people for a while. I have never had any issues with the technical support. They support us 24/7 and are really good.

I would 3.5/5 as it was good, but with some slight delay.

We have used technical support. Overall, we find it very good. For Identity Manager, it is hard to get the right support agent.

They don’t give a resolution immediately. They tend to take time coming up with answers. We are not really satisfied with the customer service. They do solve problems in the end, it just takes time.

9/10

9/10

The support from Symantec Identity Governance and Administration could improve.

I’m not happy with technical support at all. It’s very limited.

When I started working with this solution, I had some issues, and they helped me a lot. I don't have any issues with their technical support.

When we've used them, they've been good.

We do use CA technical support. They are extremely professional and very skilled at what they do. I would give them a rating of 7/10.

Technical support is a fail.

We use technical support for issues and installations and they always help us. The biggest issues took a few weeks.

Technical support from CA is not very good. I would give them a seven out of ten for their assistance and their knowledge. They could use improvement. 

It's a little bit difficult to support.

It's reasonable. The support is not the quickest to respond and does not have a mature process in terms of what logs must be gathered, and what to gather before raising a case.

Our experience with the technical support team is good. CA technical support is very keen to help their customers. 

Most issues are solved by the our team, but at least, their team has provided moral support to us.

The technical support team is good. Actually, we have a CA support team onsite which is good. They have been able to answer all our questions.

8/10.

7/10.

Good but more skilled people required according to geographical location.

Good.

Our team hasn’t used their support directly, but our IT support team raises tickets and has a good working relationship with CA support. Sometimes getting a resolution is an ongoing problem. They are always helpful and there’s a good level of interaction, but we’re not necessarily always getting a solution. Sometimes CA points to our environment which could be the case, as opposed to their product.

They have been very proactive.

They have been very proactive.

7/10

8/10

Technical support is good and efficient. 

It's good.

It's very good.

Technical support is great.

I love their customer service.

I'd rate them 10/10. I have my go to techs.

8 out of 10.

7 out of 10.

9 out of 10.

7 out of 10,

7/10.

7/10.

There is a good level of technical support because the community is a good set of geeks.

Very good.

Very good.

The customer representatives of CA are good and they always give quick responses.

The support is helpful, the response time is fast, and their knowledge is good.

Always available.

9/10

9/10

8/10.

8/10.

Eight out of 10.