Technical support isn't good. If you escalate to a higher level or open up T1 cases, they reply back after two or three days. The response time is not good.

For the most part, support is good. We do run into problems sometimes with respect to getting support for APIs. Our experience has been that engineering has to become involved due to limitations with the support staff's knowledge/experience in this area.

Technical support is excellent. They respond quickly and work with us to find solutions; easy web access to open and update tickets.

We are using the technical support. We also have a list of all the security enhancements, which are needed. We gave it to CA. They are working on it, and for any issues, we are escalating the issues and working with the product team directly. 

They are really good at answering us quickly. Some of them, they also provided us a patch, and some of them are going into the new version, which is 301, so we are upgrading our environment to 301 now in our development and QA next week. 

The technical support has be an essential part of our deployment. They are very responsive and work diligently to resolve the issues.

The technical support is very good. They are very helpful. They are knowledgeable and follow-up when we have issues.

I think there are two points to this. It’s very hard to get to level 2 or 3 support to answer questions. We had cases that were dragged on for years with no answer waiting for engineering. It almost sounds like we are on our own and this product is not “really supported” or CA is so busy with other more important issues that higher level support is almost never available.

CA technical support has been very responsive the past couple years. It has come a long way.

I would give technical support a rating of 10/10. It's a matter of a learning curve for my administrators. When they requested support, they were quick to respond. It's not really a problem. It's basically a lack of awareness of the product. It was quickly resolved talking to the technical support people.

In my experience with the CA PAM, their support apparatus has improved immensely over the past 12 months and continues to improve based on client feedback. Indications from my clients are that CA Technologies actually listens to their concerns and takes action.

Technical support is very good.

The tech support is good. They are very helpful.

I would give technical support a rating of four out of five.

We’ve used a little bit of technical support. It was really just a couple of questions here and there, and the support has been very good so far.

I've actually never called in to their technical support, so I really can't say.

There have been no issues with CA technical support.

The technical support is above average.

Technical support been good too. We had professional services onsite with us, so that made things easy. We have transitioned away from that, but so far things have been fine. We haven't had any major issues.

The technical support is not satisfactory. I rate the technical support a four out of ten. Most of the time, they are not accessible, and we can't directly contact Symantec. There is a middle partner we can use to contact dot com support. We are waiting for a solution to the long wait times.

The technical support has improved a lot in last year with the advent of the European technical support team.

We have worked with CA before, so we understand that each engagement is slightly different. One thing we do make sure is we always do things like test runs as part of any onboarding of a system. This would be no different if we go down this path in the future.

I haven't had to call in any cases yet, but we've been working with the CA services team to help us implement the solution. They've been really really good.

Yeah, we worked with technology support. They were actually pretty helpful. The couple of problems we had, they were able to identify and help us resolve.

I would give technical support a 2.5/5. I'm not sure if this is a problem with my local support or CA support, but when we opened a case, it took several days to get a response. It cost me time to get a reply. They'd come back to us to understand what is going on or what was necessary to give support. Between me opening the case and my local support trying to understand what we want; then, they don't know how to solve it and go to CA support and try to understand again; that takes a long time.

We have received good support from the tech support team.

I have had a good experience because they have been able to resolve issues nine of 10 in a short period.

The cons are that you are rarely (if ever) able to talk to a technician when calling support. This is frustrating when the issues are critical or urgent.

This is much worse in out of office hours. At times, when the issues are complex, the resolution times has been longer than desired and the time in between contacts is also too long.

There is a lot of space to improve in this area.

I would give tech support a rating of 7/10. They're not the best, because the product was acquired from a small company. Just updating the portal with the knowledge base and the support took a long time. We had a bad experience with that.

Once they got all the stuff integrated into the CA support structure, the responsiveness was there, but the relevant information of the tech staff to solve the problem was not there.

I would give technical support a rating of an eight out of 10.

I appreciate CA technical support. They respond quickly.

So far, it's fair. Because sometimes, it takes me a few days/weeks to get attention.

I would give technical support a rating of 6/10.

Few people I've dealt with know the product well. They are not very helpful. Some technical support team members don't have much knowledge.

So far, I would rate it high. I have gotten fast and accurate answers to my questions and any issues have been resolved in a timely manner.

I would give technical support a rating of 7/10.

I haven't used the support because I've relied on the documentation until now. I think there could be some improvement with that. 

Technical support is very good.

Good.

Technical support is average.

Yeah, it's great. I would give it a nine out of 10.

Technical support could be improved.

Technical support has yet to be included completely in the CA Support.

Technical support is average. They took a long time to provide good answers, only recommended to upgrade SW version which in some environments is not an option and they don’t even know if that will fix the problem.

10 out of 10.

On a scale from 1 to 10, I give it a 7. I hope to know the SLA of the technical support.

We actually haven't had to use technical support, yet.