Broadcom Service Virtualization Customer Service and Support

reviewer1247823

Service Virtualization Architect at a transportation company with 10,001+ employees

We have great support, even though we do not have an enterprise agreement.

In terms of stability and scalability, if we have had any issues, we have great support.

With support, it depends on the level. If it is level one, you can call. If it is level two, they will issue a support ticket and it will be addressed within 8 to 12 hours.

Tier three and tier four is knowledge-based, and you are referred to their portal, and also communities.

We can look into it and search for customers with similar issues, and they have detailed solutions.

If you are not able to resolve your issue then the support team will assist you with your issue.

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it_user558456

Test Automation Architect at American family insurance

We used to use technical support quite often. It has lowered down because the fact that we now have in-house expertise. So, we are working as mentors for people on the usage part of it.

Of course, when it comes to tool usage and if something breaks on the tool side, we have our in-house team take a look at it first. They are the software engineering group. Then, if nothing happens on that side, we go back to customer service and say, “hey technical guys.” We contact the technical support.

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DivyaMohan

Senior Project Manager at Infosys

We had to reach out to technical support for some help regarding the TCP/IP virtualization, and we received good support from them and were able to implement the solution as per the planned timeline.

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it_user797925

Senior Staffing Engineer at Qualcomm Incorporated

Technical support has been excellent for this product. CA has always been available for us when we had questions and they have helped resolve any issues that we have had quickly, and in a very efficient manner.

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Jayanthi Singh

Senior Engineer at American Express

They have some cool technical support. What happens is that when we are using the features of CA Service Virtualization, then if we are facing any issues, they have technical support for the same. Based on the complexity of the issue, they can tell us what can be fixed or they will give us a workaround for the same.

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it_user558429

Senior IT Manager - Service Virtualisation at a financial services firm with 10,001+ employees

We do use technical support. I've got a good relationship manager. We probably only have one or two tickets open every month. We manage most of those things internally. We've got that capability there now, but technical issues coming through to CA? Yeah, we use it and then we got good service from them.

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it_user345570

QA Automation Tech Lead at Nike

I've not had to use them.

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it_user572823

AVP Quality Assurance at GM Financial

I've not used technical support. The ladies and gentlemen who work for me are able to stand up the situation. We did do an engagement with CA and we brought them in probably for about three months in early 2016 to help with some of the more complex virtualizations.

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ITQaMana1c44

Manager, Testing & Quality Assurance with 10,001+ employees

We have had business partners, account managers, come and do the PoC for us, proof of concept, so we have used their support.

Support has been great so far. They have come to the table whenever we needed them. They have provided all the support in a timely manner so, so far so good.

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it_user560256

IT Admin at a consumer goods company with 1,001-5,000 employees

Customer Service:

The customer service was excellent.

Technical Support:

The technical support was excellent.

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it_user558006

Consultant at a aerospace/defense firm with 1,001-5,000 employees

Calling technical support works out good. But the website search function could be improved a lot. Their knowledge management system is not up to the mark. The search functionality really needs to be improved. CA has to really spend some time looking into that. Depending on the search, the content can be very limited. I would like to see examples and links to the documentation. The current search function is not detailed enough.

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it_user108438

Delivery Manager at a tech services company with 501-1,000 employees

I would rate customer service from CA to be very low AFTER you have purchased the software. They are great before you buy, and disappear afterwards. However, I will caveat this by saying the CA Tech support for Service Virtualization is very good. Just don't expect any warm and fuzzy customer service.

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it_user516930

Software Test Lead Contract at a financial services firm with 5,001-10,000 employees

Technical support is 8/10.

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it_user328938

Software Development Manager at a comms service provider with 1,001-5,000 employees

That's pretty much the key thing I like about CA compared to other vendors I work with. Their support is great. We have an account manager that's really helpful. He helps us kind of navigate through a different escalation path as well after we open the ticket. We never felt like we were left hanging when we run into any issues with the product.

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it_user348210

QA Manager at a transportation company with 1,001-5,000 employees

We really haven’t done a lot of that because we have CA resources on site who was able to handle the majority of them. The CA Resource on site has done everything and anything and solved problems quickly. We honestly haven’t run into many problems. Not much to answer.

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it_user521982

Senior Technology Manager - Digital Channel Technology at Wells Fargo

Technical support are very proactive; we have very good support.

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it_user558597

Senior VP at Citi

I would give the technical support a 50-50 rating, the reason being, for some of the custom solutions we have to depend on the tool. Thus, we have to enable and engage them for that implementation.

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it_user558651

Test Program Manager at Infosys

I have not interacted directly with technical support. We have our own team that is in charge of this aspect.

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reviewer956754

Assistant Vice President at a financial services firm with 10,001+ employees

The technical support only supports recent versions, even if there are some critical issues.

For example, I was in 10.1. and now using the current version 10.6, but they have stopped supporting 10.1. When I had to migrate from 10.1 to 10.6, we had experienced some issues.

When contacting technical support they don't support the migration, because it's internal, and they ended our support. Once the support is ended for 10.1, you can't get it back.

The support and questions are tool-related, only. If there are some that are at a project level that we may have customized then they say it's beyond their support. At this point, it would require separate tools and advanced services. This would also incur an additional fee.

For simple issues with current versions and for managing the tool, or for learning the tool, then technical support available.

For project level and implementations, the technical support is not good.

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it_user558162

Software Development Engineer II at GM Financial

We have used technical support. There were really good. I would give them a 10/10 rating as they really helped us be our best.

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it_user378147

SOA Consultant at a tech services company with 10,001+ employees

Customer Service:

The customer service is excellent.

Technical Support:

The technical support is excellent.

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it_user779277

Senior Product Manager at a financial services firm with 1,001-5,000 employees

We had some on-premise support when we first implemented it, and they were excellent. We had some training for the product when we first implemented and that was excellent. We could not have been as successful, I don't believe without it either, because we had very complex environments early on in our DevOps journey. This was the first thing we were trying to automate back in 2011, so if we had it to do over again, we probably would not have done Service Virtualization first. However, with the implementation help and the training, we ultimately were successful.

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it_user558087

IT Manager at a retailer with 10,001+ employees

My team uses technical support. We have had problems with the upgrades. This is because we are on a Linux server and not on Windows. Those upgrades don't tend to go smoothly. We usually just involve somebody from the tech team right away, and just have them go through the upgrade with us. They are very supportive. They're at least a part of the experience. Unfortunately, it hasn't stopped us from running into problems, but at least we have somebody there to deal with the problems for the upgrade. We had to slog through our last upgrade, and we lost our database. We lost our history, which was pretty annoying.

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it_user211176

Innovation Chain Process Manager at a comms service provider with 10,001+ employees

Customer Service:

Sales and pre-sales support work very good. They are willing to help make more use of the products without wanting to sell more licenses (at least they don’t appear that way).

Technical Support:

The support is pretty good. I don’t have direct contact but from our MSP, I get the impression that their questions are handled properly.

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it_user40593

Director of Quality Engineering at a financial services firm with 10,001+ employees

The technical support is great. They're very responsive. Even on top of that, the resources that CA provides, whether it's your account director, your strategist, your sales people, are also very supportive. They're there when you need them. I've called them at seven in the morning, I've called them at ten at night. I've never had an issue getting the right people engaged when I needed them. They also are really supportive of providing escalations when need be. In some of their platforms that are even growing and migrating, if they need to enhance their solutions to fit your needs, they're also there to do that and support you.

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it_user174312

QA Director at Bridgetree

Customer Service:

While I have heard stories of varied levels of good and bad customer service from various clients, I have only experienced great support from CA.

Technical Support:

8/10.

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it_user349494

Director of QA with 1,001-5,000 employees

The technical support team is very smart. We had a CA architect come to us to help jump start the operation. We were pleased because he learned our business and helped us get the solution off the ground.

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it_user558258

IT Program Manager at Vectren

Technical support was responsive. They did a good job.

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it_user406194

Sr. SDLC Architect at a tech company with 10,001+ employees

We didn't use technical support during the evaluation. We've used it a lot since, mostly to try and fix things that we didn't quite understand properly, not bug fixes.

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it_user367368

Sr. Manager at a financial services firm with 1,001-5,000 employees

Customer Service:

5/10 - The worst thing is the training provided by iTKO/CA as it's very costly and not comprehensive.

Technical Support:

7/10

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it_user350112

Mobile QE Tech Lead at a manufacturing company with 1,001-5,000 employees

We interact with an internal department that works between CA and ourselves. They have all of the info we need.

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it_user355620

Sr. IT Manager - Non-Prod Environments at a comms service provider with 10,001+ employees

The support is there when we need it.

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it_user349413

Software Engineer at Cerner Corporation

We have on-site meeting and emails, and they were very professional and responsive, usually within an hour. Our technical account manager helps.

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Françoise Dough

Senior Software Architecht at a computer software company with 51-200 employees

This solution has first-class support, and it couldn't be any better.

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it_user349413

Software Engineer at Cerner Corporation

I have used tech support. They're awesome. They usually get back within minutes if you have a problem and they can get you up and running really quickly.

I was surprised, because usually customer service is not that prompt. But I've used it probably seven times, and every time has been an easy, quick experience.

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it_user558240

Manager, Applications Development at a comms service provider with 10,001+ employees

I have used technical support and they are generally very, very good. Sometimes it takes a while to get through the queue to get to the right person, but that’s just because they’re very busy.

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it_user558426

Advisor, App Development at a healthcare company with 1,001-5,000 employees

We have not used technical support so far. Thankfully, we didn't have to use them.

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it_user570957

SME Subject Matter Expert at a financial services firm with 10,001+ employees

Technical support was provided from our work team. It was sufficient, but the response time was slow.

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it_user378339

Test Automation Architect at a tech services company with 10,001+ employees

Customer Service:

Customer service is good.

Technical Support:

Technical support is good.

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it_user212238

Software Engineer at a insurance company with 5,001-10,000 employees

Customer Service:

CA Support has been great for me!

Technical Support:

Very good!

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Rishabh Mittal

Senior Software Engineer with 1,001-5,000 employees

The technical support is good. I would give it a 8/10 rating.

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it_user518724

Sr. DevOps Engineer at a tech company with 10,001+ employees

Technical support is 8 of 10. The community forum is the best of its kind and we can find solutions to all general issues.

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it_user378432

Senior Test Analyst at a local government with 1,001-5,000 employees

The customer support for LISA is average with the associates not being reachable all the time. Also, there were no specific communication protocols set up to interact with LISA support team and we were mostly relying on the Confluence forum to have our queries resolved. Also, the search results on Google do not provide answers or hints to the questions LISA testers face, unlike SoapUI and Ready API which have a lot of online support available. One can only rely on the user guide of LISA which does not cover all the scenarios.

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it_user378420

Automation/Service Virtualisation Manager at a comms service provider with 10,001+ employees

Technical support is excellent. I rate is a 9 out of 10.

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it_user355623

Environment Support Manager Non-Production Environment at a comms service provider with 10,001+ employees

As soon as you drop an email, someone responds.

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it_user122928

Service Virtualization Lead at a tech services company with 10,001+ employees

Customer Service:

I'd say 8 out of 10. Service is great in terms of community forms, pulse etc.

Technical documentation needs some more improvements by explaining live scenarios.

Technical Support:

The technical support team we had for our engagement was really great, we are able to reach them and get everything done on time.

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it_user222276

Senior System Engineer at a tech services company with 10,001+ employees

Customer Service:

Customer service is very good.

Technical Support:

Good.

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it_user778749

Engineer Manager at a construction company with 501-1,000 employees

I would say they're a four out of five. A lot of times what happens is, they come back with scripted answers and then we reach out to the account manager or somebody. Then they look into it and they help us out. That's why I'm taking out one star for them. Otherwise, they've always been good.

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it_user104979

QA Lead at a tech consulting company with 10,001+ employees

Customer Service:

Pretty Good.

Technical Support:

Good

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it_user558564

Sr. Manager & System Architect, Abilities Lab at a tech company with 10,001+ employees

Technical support has been good. They're responsive to our requests.

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it_user276375

Senior Test Automation Consultant at a tech services company with 501-1,000 employees

Very good, as support person is usually trying to do even more than expected. There’s also a web site by CA called Communities where product users can help each other.

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it_user351063

Senior Systems Architect at a tech services company with 501-1,000 employees

Technical support has been great. They've been supporting us well and had people on site, which helped a lot with our architecture questions. We had a three-day class, but that's not the same as really them helping us out.

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it_user515856

Application Consultant - CA DevTest at a tech services company with 10,001+ employees

Technical support is 9/10.

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Tstmgr0897

Test Manager - DevOps at a maritime company with 5,001-10,000 employees

I would rate the tech support a nine out of ten. They need more knowledge about the connectivity to DevOps orchestration.

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it_user511188

Programmer Analyst at a tech services company with 10,001+ employees

The technical support was excellent. Other than that, through CA communities you can get answers to most of your queries or challenges.

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it_user227256

Test Automation Consultant at a tech services company with 10,001+ employees

Customer Service:

9 out of 10. They are very quick in responding back with any queries.

Technical Support:

9 out of 10. They are very quick in responding back with any technical issues or queries.

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it_user224907

Senior Software Engineer at a tech vendor with 1,001-5,000 employees

Customer Service:

9/10. And we love the community.

Technical Support:

9/10

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it_user511368

Software Development Enginer in Test at a tech company with 5,001-10,000 employees

Technical support has been superb. 10/10 for that.

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it_user346656

Quality Engineer @ Hybrid Integration Provider tribe at Swisscom (Switzerland) Ltd.

It is very good. The response times are really short. We have a partner, IPT, a CA partner, whom we have engaged for support. So if we have some issues they call CA support, and the response times are really, really quick.

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it_user227262

Automation Test Engineer at a tech services company with 501-1,000 employees

We didn't have the need for technical support. Our team fixed the problems on their own.

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it_user226335

Test Automation Performance Specialist at a financial services firm with 1,001-5,000 employees

Customer Service:

I'm very satisfied with the tool CA has produced and the level of support they provide. I'm only a bit disappointed with the knowledge repository.

Technical Support:

8 out of 10. Most of the issues I raised with CA support were addressed within 24 hours. Also, CA actively follows up on the open issues - I've found this to be very good.

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it_user778797

System Architect at a tech services company with 10,001+ employees

They are very prompt and very easy to work with. I have been working on this product for the last six or seven years, so I know most of the support team. It is pretty easy to work with, explain things to them, and get the right support. Also, I am able to get additional details about new feature releases, so it is actually pretty good.

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it_user551499

Director, QA Practice at a tech services company with 1,001-5,000 employees

While basic questions are answered, it becomes difficult with tricky questions such as, is the request payload non-plain text or Java de-serialized objects, and about customizing them. When we approach support, they redirect us to professional services. We need more helpful support here.

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it_user558345

Enginer at a leisure / travel company with 1,001-5,000 employees

We used technical support quite a bit for different issues that popped up when we first started using the tool or tried to use new features. We’ve received great service. We’ve been working with some senior engineers and they've been taking our input. Hopefully, we'll be able to start working with them a little bit more when they do their baselines for new features.

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it_user378402

Technical Specialist at a tech services company with 501-1,000 employees

Customer Service:

Customer service in Italian is not very useful. I found the forums on the support site of CA to be much more useful.

Technical Support:

The forums provide us better technical support that CA's support here in Italy.

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it_user379734

QA Manager at a retailer with 1,001-5,000 employees

In my experience, I'd say that technical support is not so good.

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it_user349302

Software Engineer at a tech company with 10,001+ employees

I've just used their community support.

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it_user350667

App Dev Manager at a tech consulting company with 1,001-5,000 employees

I've never had to use technical support.

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it_user142806

Automation QA Specialist at a retailer with 1,001-5,000 employees

Customer Service:

Excellent.

Technical Support:

Good.

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it_user104976

Software Engineer with 10,001+ employees

Customer Service:

I have found that CA's customer support is good.

Technical Support:

I would rate CA's technical support with 4 out of 5 stars.

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it_user693234

Chief Product Officer at a tech vendor with 51-200 employees

Technical support is excellent.

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it_user205152

Senior Analyst at a tech services company with 10,001+ employees

Customer Service is swift and tries to get to the bottom of the issue. Most issues are solved within two days.

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it_user107478

Architect: Service Virtualization, DevOps and Automation at a tech services company with 10,001+ employees

Customer Service:

6/10

Technical Support:

7/10

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it_user112830

Performance Test Lead with 1,001-5,000 employees

Customer Service:

I never contacted the customer service.

Technical Support:

I never contacted the technical support.

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it_user528870

Test Manager at a tech services company with 10,001+ employees

N/A. v5 was end of support.

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it_user558483

CIO at a financial services firm with 1,001-5,000 employees

We don’t use technical support. We use local providers.

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it_user516042

SOA Test and Service Virtualization Consultant at a tech services company with 10,001+ employees

Technical support is 8 out of 10.

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it_user388563

Software Quality Assurance Engineer at a computer software company with 1,001-5,000 employees

I have not interacted with the CA Service Virtualization support team because we have the CoE team where our issues will be routed through them.

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it_user104985

Solution Consultant at a reseller with 51-200 employees

Customer Service: CA is a great company who deliver great service to their customers as well as to us as a Partner.Technical Support: CA has a great technical support team who really take control of a problem until it is solved. View full review »

it_user570960

Lisa Virtualization Engineer at a tech company with 10,001+ employees

I rate technical support 4/5.

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it_user224853

Test Engineer at a tech services company with 10,001+ employees

Customer Service:

Customer service is good.

Technical Support:

It's good but CA doesn't support custom extensions so we did not get much support on IMS services issues we have.

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it_user225759

Software Engineer at a tech services company with 10,001+ employees

Customer Service:

Very good, 8/10.

Technical Support:

Very good, 8/10.

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it_user638730

Associate Test Lead at a tech services company with 501-1,000 employees

Customer Service:

10 out of 10.

Technical Support:

10 out of 10.

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Buyer's Guide

Broadcom Service Virtualization

April 2024

Free Report: Broadcom Service Virtualization Reviews and More

Learn what your peers think about Broadcom Service Virtualization. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.

DOWNLOAD NOW

767,995 professionals have used our research since 2012.