DX Performance Management Customer Service and Support

Sandip Kheni - PeerSpot reviewer
Lead Developer at STL - Sterlite Technologies Limited

Technical support is very, very good in the U.S. and South African countries. 

In India, technical support is confusing. An Indian engineer gets assigned to a case but it is difficult to get a quick resolution. Sometimes, they can't solve issues so I have to solve them myself. 

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AA
Senior Lifecycle Operations Engineer at a engineering company with 10,001+ employees

I've never had to contact technical support. 

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AH
Senior IT Specialist at Ceskoslovenska obchodni banka, a. s.

Installation and support are handled by our internal team. In the case of a problem, we contact Broadcom Support directly. 

I am satisfied with the support from the Broadcom team.

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Buyer's Guide
DX Performance Management
March 2024
Learn what your peers think about DX Performance Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
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Anna Trybuszewska-Poziemska - PeerSpot reviewer
Tool Architect at ATOS

Sometimes we have issues with devices or the solution itself, so we need to open a case with Broadcom for assistance and the technical support is helpful. Sometimes we are able to find a fix and resolve the issue quicker than the support team.

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JD
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.

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it_user558399 - PeerSpot reviewer
Lead Network Performance Engineer at a retailer with 10,001+ employees

Technical support is pretty good. I would say that we always get to the bottom of the problem. The only reason it is not perfect is that sometimes it takes a couple of days; but we do get to the bottom of it.

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it_user779130 - PeerSpot reviewer
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.

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it_user635463 - PeerSpot reviewer
Manager at a insurance company with 10,001+ employees

I've called technical support on different occasions. Sometimes just for assistance and sometimes to report an issue. They have always been very responsive and quick to call back. I prefer a phone call and I rank them very, very high.

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BH
Information Technology System Administrator at Jack Henry and associats

We use technical support all the time. In fact, they just resolved an issue for us this week with a name tag for IP SLA products in Cisco. The nice thing about them is that they're so quick and responsive. When we have a problem, they will get on it, and they will find us an answer, usually quickly. They come back and fix problems and bugs, so that it worked great. Their technical support has always been fantastic.

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RF
Team Lead-IT service Management at a comms service provider with 1,001-5,000 employees

The support quality depends on the issue that is presented to the support.

There are issues that we have, but the support is very good. Other times when we need to involve engineering and the second line of support it is not good. Additionally, parts of the support come from Europe, the United States, and others from India. It depends on the issue we are facing to where the support will be received. For example, web access to the development team is very difficult.

I rate the support from DX Performance Management a four out of five.

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it_user683997 - PeerSpot reviewer
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.

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it_user778722 - PeerSpot reviewer
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.

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it_user489675 - PeerSpot reviewer
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.

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it_user779190 - PeerSpot reviewer
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.

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it_user760713 - PeerSpot reviewer
Infrastructure Services Engineer Sr, Enterprise Network at a insurance company

I would probably give them an eight out of 10.

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it_user760713 - PeerSpot reviewer
Infrastructure Services Engineer Sr, Enterprise Network at a insurance company
it_user558384 - PeerSpot reviewer
Network Manager at a tech services company with 1,001-5,000 employees

I have not been required to work directly with technical support. However, based on feedback from the team that does, support often starts with the standard runbook, even after we have described similar troubleshooting steps to them. This results in lost time in resolving issues. Once we have moved beyond the basics, support has been handled well.

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Purneswara Rao - PeerSpot reviewer
Principal Consultant at KyndleIT Consulting

DX Performance Management has support delays. 

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AB
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.

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it_user599460 - PeerSpot reviewer
Technology Architect Consultant at a comms service provider with 10,001+ employees

Support is OK for the standard use of the product but as our configuration is complex, they often have to refer to engineering.

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it_user351330 - PeerSpot reviewer
Network Engineer at a financial services firm with 1,001-5,000 employees

Technical support is very responsive and knowledgeable. We get tier-one support.

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DB
Network Specialist at a government with 5,001-10,000 employees

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.

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MD
ITSM consultant at a tech services company with 10,001+ employees

The technical support from CA Performance Management was very good. 

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Baris Isiklilar - PeerSpot reviewer
Director at BTBilgi

The technical support is fine. 

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it_user850410 - PeerSpot reviewer
Consultant at a tech vendor with 11-50 employees

Technical support is good.

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it_user797961 - PeerSpot reviewer
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.

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it_user674322 - PeerSpot reviewer
Consultant Engineer at a healthcare company with 10,001+ employees
it_user638685 - PeerSpot reviewer
Consultant

The technical support is excellent.

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it_user814434 - PeerSpot reviewer
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.

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Buyer's Guide
DX Performance Management
March 2024
Learn what your peers think about DX Performance Management. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.