I regularly have tickets, mostly for complications in trying to generate reports or something like that, or if a user has some trouble with a financial report or something else where they get an unexpected result. Usually, we find that it is just a data issue. A lot of the problems you run into are just because the data gets put in incorrectly, and it takes a bit to find that, especially when there are millions of records. 

I would rate their support at least a nine out of ten. They're pretty responsive, and you can escalate tickets. With some of the earlier versions, I had a call that lasted 36 hours. I went around the globe and a half. You start with the US support, and then you move to the next time zone, and then to Australia, and then to India, and then to England, and then back to the US. It was a little difficult, but we finally were able to come to a solution, which was really good.

The Broadcom Clarity PPM technical support team was very helpful, though it would depend on the engineer handling the case. Most of the time, I found the support useful. I'm rating support four out of five.

The Broadcom Clarity PPM technical support is good. They always reply back to us. Support for the platform is amazing.

I would personally rate the customer support a ten out of ten, but there are customers who face issues.

Broadcom Clarity PPM's support has a very large team, larger than Planisware when it comes to technical support.

Yes, we have contacted technical support and customer service. The transition to the new UX has unlocked new adjustments in certain areas compared to an older version. The features like information handling, planning and resource allocation have made it a little unstable. We contacted the support team and their response has been quick and swift. Although they didn’t offer us the exact solution, we have got almost appropriate workarounds for the solution whenever it was needed. 

Technical support has been helpful for us, in particular with the second-level support engineers. They've been very helpful. When we have problems, they're not typically the simple end-users problems that can be solved by front-line support, so the second-level support engineers have been very helpful for us. They are responsive.

I have worked with CA Services in the past and felt they were knowledgeable. We have a few open tickets. 

In terms of tech support, I would refer you to my development lead. They do most of the work with tech support.

I know our application manager is working with the technical support team. They have been trying to look at doing some things, but I have not heard what solutions they have been coming up with.

In the community, I do not see a lot of answers. A lot of people asking lots of questions, but I am not seeing a lot of answers come through.

We have folks inside our group, our liaison, that deals with technical support. I haven't had to directly deal with the folks in CA. I think our folks, internally, are doing a good job. I think we probably need more internal resources or maybe have a direct link to those technical resources. I think that was, maybe, an internal way that our company is trying to handle it. Instead of having everybody going directly to CA, we want to have a middleman to whom we can funnel our issues.

Tech support is very good. We've had our challenges in the past with MSP interface connector, especially because we're on-premise and we've got configuration settings that are required. Sometimes it's an issue with the PMs themselves just not following instructions. But other times, you realize that there is a known issue or defect. Support is really quick to identify that, let us know, and either there will be a workaround, or we need to upgrade to the newest version.

I personally don't recall dealing with technical support. Very, very early on, I did, as there were questions that weren't answered internally, so I actually had to call support. I was able to get things resolved. There was some kind of a quirk, I can't recall what it was, however, it was beyond our understanding of the application. I did have to call a support number. My recollection was, that whatever it was, I was able to get it resolved.

Technical support has been up and down. That's not always a great experience. It's difficult to work with. I've been using this product for many years now, so it's both good and bad.

Tech support's been fantastic. We also have a partner that we use internally as well, so it's only their larger cases that we will escalate to CA, but turn-around-time has been fantastic. They work really well with our partner in relation to that as well, so we're very happy with the support.

The support guys are pretty much technical. They respond back to me as soon as there is a ticket with them. The conversation is good and we've had a lot of quick solutions.

They are very helpful. In fact, we have a bi-weekly call with one of the representatives from CA. And when they are in town, we have a meeting with them and they are very helpful.

It's been mixed. We get some technical support folks that know exactly what the need is, and we've had some that I've had to escalate a number of times before we could get an issue fixed.

I don't believe that we've had any instance that made it outside of our internal support in recent memory.

Technical support, they're good. They get back to us pretty quickly. Never had any issues with them either. They get back to us quickly, they try to resolve the issue. They are definitely knowledgeable.

I have not used technical support.

We have used CA support and they are perfect. They respond back on time and give us the required solution. Even if they are taking more time, they will inform us beforehand. We are okay with their services.

In terms of technical support, from one to 10, I think it is a seven, because lately the support agents take a lot of time to give an answer. Sometimes we have issues and the attention is not as fast as we need. We have to wait for a long time to get a response.

We have an internal support team that I would go to first. They would then go to vendor, so I do not have to.

I typically only contact them for education, possibly.

I have not used technical support for the solution.

Technical support is very good. We contact them if we have an issue that's not easily identified and it’s resolved pretty quickly. We open a ticket and monitor it’s progress. We maintain a continuous communication loop with CA until the issue is resolved.

They provide good technical support. We don't have a lot of issues, but we've had success with getting feedback from them and getting resolution to our issues in a timely manner.

We have tried to identify the bugs we have, but so far technical support hasn't been able to solve the issue with the project costs being calculated correctly.

We have use technical support when we had questions or we have issues.

They have always solved what we had.

We have a test environment and a dev environment, so nothing moves to production until we are happy with it. We ran into issues early on about task naming IDs, etc., but it is all stuff once you know it, you can avoid it.

I have not used technical support. I am on the business owner side, but I know my development manager has used them quite a bit.

I would say technical support is excellent, and I use them daily.

They’re good at the fundamentals.

Broadcom's technical support is good - you raise a ticket with the support team, and they immediately assign a consultant to you.

Tech support and customer service on the part of CA is very lacking. Even at the CA World user conference that they hold every year, it seems that the third-party vendors offer much more support and education than CA does, anf that does not speak well for a technology company. They have been very slow to address bugs or other issues with our system. The best help I seem to get when I need information or assistance, comes from the CA Community boards on their website. I tend to get much quicker answers from other users than I do when I call the CA support line.

We have a consultant who we use for our technical problems.

I love technical support. I love them. They're awesome.

We use our own technology team to support the solution, and if they can’t solve the issue they go to CA support.

Currently, my implementation partner (R2) has only used technical support when we ran into an issue during implementation.

I rate the technical support from Broadcom Clarity PPM a four out of five.

Technical support is typically on par, gives you quick answers, and gets back with you relatively quickly.

There's always an issue or two that hangs out there, that does not get resolved, but for the most part we get good service.

CA Communities need a lot of improvement. I like the support desk. They try and answer our questions quickly and efficiently, and usually they do a pretty good job. I would give them a B. 

I think CA Communities could be greatly improved. I would give them a C minus. 

Technical support is very good. I'm happy with the response time and they are definitely knowledgeable.

It's okay, right now. It used to be very good. The responses are not really quick. You don't get a response immediately, you have to do a lot of follow-up. We already brought this up, and we might have a support person specifically for us with whom we can work. 

In the past it was very good, but now I see it is weak, we have to follow up a lot.

I haven't used it.

Technical support experience varied over the time.

Technical support has been average. We do a lot of investigation on our side before we use CA support. Our assumption is that if we can't figure it out, they should probably be able to. A lot of times, it takes a couple of days before we even get a decent response, or something that gets us closer.

It almost seems like we need to rely on some of the contractors that we use, such as Regal Consulting to answer some of our more in-depth questions.

Their whole support model seems to be a little bit fractured, I guess. Depending on the issue we have, we have a completely different experience. I would say there are some frustrating aspects of that and we're not always confident that we're going to get an answer to any of our questions.

We hope the expertise will improve. As we get more and more in tune with PPM, we're answering more of our own questions. I'll be honest.

I have used technical support. You need to get to the right person and that can be challenging. We've had tickets open for months, and we would try to reach out and say, "Hey, what's going on with this?" "Well, we're working on it, we'll get back to you." In certain situations, that would go on for months.

Finally, I'd get a phone call or an email from another person saying, "Oh, I was just assigned this ticket, here's the two-minute thing you need to do to fix it." Once you get to the right person, it’s great. But now I know who to go to.

Support can be a hit or miss depending on the engineer. I've worked with some very smart engineers that help you get to the root of the problem easily. On the other hand, with some engineers, they go through the bread-and-butter responses and sometimes that takes a while to get to the issue at hand.

I think customer support has been a challenge at times to get to the right people who can help us with problems. If we raise an issue, it should get to the right people who can help us address it. We don’t like to resubmit and say that the issues haven’t been fixed yet. Overall, technical support has been a challenge.

My impressions of technical support are a little mixed. You can get some very good people, or you can get a little less junior people. So sometimes you get your answer right away; sometimes it may take a little bit longer, but you can always get your answer. There are a lot of good resources out there. There's a great community, so you get a lot of good information and answers from the user community.

We took their 'on-demand' solution earlier this year. While it has been useful to just 'get to the problem' without having to get our SI involved, we are finding the amount of effort with their help desk trying.

The Latin American support could be better due to the language barrier. It is also a little bureaucratic. I know we have to put in a ticket, but we need immediate support sometimes; not in two weeks time, immediate support.

We use CA support and the support engineers are very knowledgeable about PPM. They have experts with deep knowledge in area where we have issues.

We use CA tech support all the time. They are very accessible. When I need them, they are available to address any issues that I have.

They're very responsive. The call you back. They actually bother you if you're not as attentive as you should be, so that's actually really helpful. People are always knowledgeable. They'll walk you through the whole thing.

Customer Service:

It's awesome 10/10

Technical Support:

It's very good 9/10

We have very good technical support. 

We use technical support every so often. The competency and available support are quite good, therefore we do not have any issues with support. Every time that we have a case where we need support, it is clarified right away.

I have not used technical support. I haven't had any technical problems.

At first, we got good help both from CA and the CA partner who joined us in the deployment. Once we rolled it out, thought, we didn’t have any kind of technical issues.

CA technical support has been invaluable to us with this product. For upgrades, and for any kind of general technical questions that we might have, CA support has been outstanding.

We have contact with a CA company in Brazil, and simple questions are solved in time, but we have old questions that we couldn’t solve until now and it’s difficult to discuss as some issues are more complex with them. For example, reports with information and pictures. It’s a issue for us.

We have had absolutely no issues with the support. They are extremely knowledgeable, and I haven’t heard of a situation of any complaints related to this from my team either.

At times it is good but it is not always the best.

Response time is a bit slow in some cases. In some cases it is frustrating that we have to escalate, we would prefer not having to. But at the time, if there is an urgent issue and you get frustrated, you have to escalate it. It doesn't give you a good feeling about getting support that way. After you escalate, you get support. You get everything you want but, at the end of the day, you still feel that it would have been great if CA would have helped us during our first attempt.

Indeed, we have used technical support, more so from a development perspective, though, not from, obviously, an issue with a production outage or issues with our production environment. Being that we're looking to configure the tool in different ways to satisfy the needs of our various portfolios, we've actually had some conversations with CA support to help us understand how we can essentially move from the vanilla PPM to something that obviously suits the needs of our business. They've been very responsive with regards to answering our questions on how exactly we can move from today's world to what we need to do in the future.

Technical support is very good.

I haven't personally used technical support.

Tech support is good. A 10 out of 10. Everything was responded to within 24 hours, except for one issue where there was some miscommunication, but that ended up getting resolved in a few days just by sending an email to our rep.

I have not used technical support. Others have. I think we get the support we need.

Their online documentation is okay. It is not great. It is hard to get to some of the answers to the things that we may be running into, such as use cases that we are trying to fix. So, frequently we have to put in tickets. 

Sometimes they are great and exceed expectations, and sometimes, they take a little longer than I would anticipate.

Technical support is variable. The core product support is very good, typically with quick response times and very helpful engineers.

The support for the reporting tools is much less effective.

Support for infrastructure related issues, i.e., how the application is affected by the operating system, browser, and related external elements is variable. Some are quickly resolved and some drag on.

From what I understand, from my technical person, the support is excellent.

I want to express appreciation for the technical support or level 3 support which CA offers to their clients. Their team are experts, and also know how to handle diverse customers with ease.

I've not personally used tech support. We have internal tech support and they understand it. We use Regal in-house as well.

We meet with technical support periodically. I would give them a nine out of 10. They are good.

I have used the technical support. I have mixed opinion on them. I did receive very good support, sometimes. I did receive bad support, too. Most of the times, I would say it is a good support. Maybe there are a few people new to the tech support, and they may be still learning it.

They're family, so they're very good, amazing.It is a collaborative effort.

I'm more of a super user on the business side of adoption. We are constantly in contact with our sales rep about challenges we have in maturity adoption and what pieces of the tool will support what types of strategic adoptions. I know that we had a technical resource on site to help us configure. I'm very happy with the level of support we've got from CA.

They are extremely responsive. They can be very technical, whereas for my needs, I'd prefer if they scale down to layman's terms and explain things in other terms. We do work through the issues, and I know that they are well qualified and highly technical.

I feel that the Professional Services team is reacting better than the support team, in terms of how quickly we get the feedback; also in terms of how careful they are with our environment. The support team actually broke our QA environment without telling us. We were wondering what's going on for something like a day.

There were some misunderstandings when we set up our account in terms organizational differences within our business units, which we still need to straighten out with CA.

I haven't used it internally as our in-house IT team deals with them.

We have not, CTS has, which is our IT partner. We also have worked primarily with Rigo Consulting to do our implementation services. Since we are just now getting live those are the ones. 

We have not used technical support. Our PMO usually deals with any problems, questions, and they work through the technical solutions.

I have not personally used the technical support.

Eight out of 10.

My group doesn't use technical support as much as our development team, but we seem to have a great relationship with CA.

Current tech support is much better than the previous technical support. Most of the time they answer our questions quickly, but it's hit or miss. Sometimes it does take some follow-ups and escalations, but 70%, 80% of the time they are quick.

Recently, what happened was we had a request to backup our database, so that the development team could start to move to production. But nobody ever got back to us, and they were supposed to. The team kept waiting, so I had to do escalate it.

We use CA technical support whenever we need to. We try to fix as much as we can on our end, but obviously there are things we can't do that CA has to do for us. However, they are always very helpful. They are always very willing to work with us to figure out what is going on, and to help us out in fixing any issues.

Okay, but not that great. Over the years the support level keeps on dropping.

Good (seven out of 10).

Personally, I haven't used technical support. We have a technical lead who does most of our technical work and deals with CA’s technical support. I think he's been pretty happy.

Personally, I think there are some things that could be a little better, particularly regarding response times. Over time, I think, they have showed improvement. There hasn’t been anything glaring that would make me say their support is terrible.

They are very good and extremely responsive when it comes to addressing questions. They provide good suggestions for any troubleshooting.

We brought in some people from Services (back when there was a Services) to do health checks and things like that. We were constantly opening up tickets, particularly with the newer versions and Jaspersoft and things like that.

They're very knowledgeable, and there have been times in which we have had big issues which we call show stoppers. When this happens, you need a different level of support, and, thankfully, we are on first-name basis. Therefore, all is resolved quickly.

We have used technical support a few times. It was just little technical glitches. A page was not displaying correctly, or something like that.

They do answer us very quickly.

CA Community: I take advantage of it. I use it all the time. They are a great community.

Technical support is good, but fixes for bugs have a very long life cycle of many months.

Specifically from CA, no, but the support we got from this contracted company has been very supportive, we've got the help we needed.

The support is excellent and very easy to work with. They are responsive, very nice to talk with; we have a long-term relationship.

We have not been overwhelmingly happy with that. We had the dedicated resource option, but it was challenging for us when we ran across problems during times of upgrade because we didn’t seem to get the assistance we needed. The documentation wasn’t always correct or thorough, or necessarily updated from version to version. There are some basic documentation problems, so we have found more valuable information for troubleshooting in the communities.

We get a lot of “I don’t know” or “let me find that”, but with nothing in the documentation, so we have ended up going with a third-party to help us as they had more expertise.

Very good as CA support has an option to help companies build their own support team to help with their daily activities and monitoring.

Never an issue. They're always quick with an answer.

We have had varying degrees of success. Sometimes things are handled super quickly. Other times it takes a little while. 

It's good. Sometimes they don't get back to me as quickly as I would like, but they're definitely always within a day.

Standard support usually works and there is even the possibility to chat with support online.

There are some very experienced professionals with CA and also with other organizations who are active in the user community forums and their help goes very deep into the product. Further, there are office-hour chats where you can ask questions from several CA experts attending. The support is good and the supporters skilled.

Usually their tech support isn’t very good. We usually end up fixing it ourselves or writing our own XML code. But, they try their best.

If I call support, I don’t like getting a middle person, which I frequently do. I try to figure it out myself before I call them. Escalations are usually very good. We had an issue with a recent upgrade so we created a P1 ticket and escalated it after day one and they were right on it. They worked well with me and they were there with me for a 17-hour day to get the system up.

They’re getting better and have been better recently than in the past.

The technical support was terrible. We weren't too satisfied with their level of support.

When it came to getting help with integration, we really didn't get any support.

They also need more documentation. There's not enough to really be able to help clients.

I don't have personal experience with CA technical support, but my point of view is that they are professional, and the sales and technical guys are also professional. We are very happy with the people at CA.

We've never had to use them.

Technical support is effective, based on a deep KB. The technical support responses are based, mostly, on KB articles.

I would give technical support a rating of 8/10.

Online support would be an 8/10, but it depends on the person, and the first level is not good as the next level.

On a scale of one to 10, I would rate support a seven.

I have not used technical support yet.

We aren't using technical support.

It's good.

It's good.

I rate support 9 out of 10.