CA Performance Management Customer Service and Technical Support

Travis Blablack
Manager Network Operations at a energy/utilities company with 10,001+ employees
I have not used tech support. I know our teams have, on a couple of occasions, regarding reports that weren't necessarily coming out they way they were expecting, or with some changes to how the application was laid out. From what I've heard the tech support was beneficial. It was quick. It was timely. No issues. View full review »
Supervis4b56
Supervisor Of Event Management And Monitoring at a insurance company with 1,001-5,000 employees
Customer service: I am quite comfortable with CA and love the people that we talk to about it. They are responsive working with us and made us feel like they really care about the product. I get that from the sales perspective, my representative. I would not trade him in for the world. He has done a really good job. I am really happy with him. Technical support: I would give them about a "B" right now, because they do not respond as quickly as we like. They do get around to us with some issues. It seems like we escalate more than I would like to. If anything, they should look at how the tier support goes in place. If I call and it is critical, then I have to wait for someone to call me back with an engineer, I am not too happy about it. Because you only call when you need it, so if I need you, I need you right then. If it was some other issue, such as searching for knowledge, I can understand opening up a ticket. We normally would not call unless we are trying to do something with the tool, and it is not performing the way that it is suppose to, and we are trying to find out why. Normally, I call because I need the tool up and working, then I need to know, "Why?" However, first of all, I need the tool up. The issue: There are sometimes they have to go and do research and get somebody to find out why the tool is down for a minute. That could be somewhat of a challenge for us, because we have people that are looking for the tool. View full review »
NetworkS4cce
Network Specialist
Tech support has always been good. A lot of the people that I've known for many years working on the Spectrum side of things have moved into the Performance Management side of things. So tech support has been good. The response time is good, and typically, with any case with CA, I am sent surveys that I fill out on a regular basis to evaluate performance, how it was handled. They will come by and visit occasionally, and they're really good about being available when I need help with looking at new systems, to show us what they have to offer. View full review »
it_user489675
Senior Consultant at a tech services company with 10,001+ employees
Especially for the issue with the Vertica database, we contacted the support, of course, and it was okay, it was good. It was not negative. The response is typically very good, especially in this area. Of course, because it was the database behind the issue - it's an HPE database - it took a little time until it was fixed. But that had nothing to do with the support guys. View full review »
Infrastr4a17
Infrastructure Services Engineer Sr, Enterprise Network at a insurance company
I would probably give them an eight out of 10. View full review »
SeniorSy38e7
Senior Systems Engineer
Currently we're on version 3.2; we had some issues while upgrading to 3.2, but we received very good support from CA within a short time. They were able to resolve the issues and communicate to us without any delay. We are getting a pretty good amount of good support from CA. Normally we submit a case using CA portal, their support website. They'll reach out to us within 24 hours after we submit it. If we need support from the local, India CA support team, they are very flexible and can transfer the case, based on the customer's time zone. Because I'm based out of India, I have some issues with working during US time. They will help me to work with one of the engineers who is based out of India, I think. That kind of flexibility is really very good. Also, documents are very available from support. View full review »
Jeremiah Dinardo
Network Engineer at Wells Fargo
Technical support is good and very responsive. We have weekly calls with our account team and the staff. The development piece providing what we are asking for, maybe an enhancement request and stuff like that, is a little slow. However, we like to think that we are the most important customer for CA, but I know there are other customers out there. View full review »
Distinguf436
Distinguished Engineer at a tech vendor with 10,001+ employees
We have some premium support, which was created to talk to the technical support and the product management when we have a challenge. I don't want to say an issue, when we have a challenge inside of the product, like an enhancement. It is great to see that the product management hears us, too. We have received more out-of-the-box solutions inside the product. View full review »
Josh Bovee
Senior Network Engineer at Jack Henry & Associates
Everything has been very responsive to us so far. I've been impressed with the followup that the engineers have as well. Even after we have fixed whatever issue has come up, it's not uncommon to get a followup email a week or so later just checking to make sure everything is still all right, and I appreciate that. View full review »
Infrastr4a17
Infrastructure Services Engineer Sr, Enterprise Network at a insurance company
TeamLead1ec1
Team Lead at a insurance company with 10,001+ employees
We have had a couple of instances with one support person that we've had some issues with, but overall I would say it is very good. View full review »
Consulta1872
Consultant at a tech vendor with 11-50 employees
Technical support is good. View full review »
PrfMgmt2510
Consultant Engineer at a healthcare company with 10,001+ employees
Zaldy Biete
Global Network Operations | Infrastructure Services at a healthcare company with 1,001-5,000 employees
The CA support team has been very helpful, including chat and engineering support. View full review »

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