CA Spectrum Customer Service and Technical Support

Network Tools Engineer at a manufacturing company with 10,001+ employees
Technical support is good. What I like about Spectrum is that they have a chat support. You can choose to open a regular case or you can try a chat support. It just depends on what your issue is. There are some things which are lower priority. We've had good success doing a chat support. It saves a lot of time. Usually you can get an answer pretty quickly. There are some cases where I've had a longer response because the issue is more complicated. Spectrum is a very wide product, the breadth of it, there's so many features and functionalities. I think it's a challenge for support, sometimes, because the person I may get assigned may not be as familiar with the feature I'm opening a case about. That would be maybe an area for improvements. I've worked with many different Spectrum support people. They may be real strong in one area but not so strong in another function of Spectrum. That's a challenge. There are some cases where they may have to reach out to development to further diagnose your issue. That's where we do lose some time with support cases. Most of the cases are not severity-2 or severity-1 cases. Most of my cases are lower priority but it may be an issue that's a bug and it may take a little more effort to find out. You have to adjust your expectations. If you come to Spectrum with a lower priority issue, depending on what happens, that may take a month, or it could be longer, to work through, recreate it. That could be a downside. I think you have to adjust your expectations to some of the support. I think there might be some room for improvement there because, when they have to reach out to development, that really slows things down. View full review »
Stuart Weenig
Senior NMS Architect at a energy/utilities company with 1,001-5,000 employees
We have used support. The only real downside we have seen with the support is sometimes it will take a while for them to get back to us. Most of the time when we run into a problem, it is a complex problem that Level 1 just can't fix. Because if Level one could have fixed it, we probably could have fixed it ourselves. We sometimes run into a situation where they are having to escalate back to somebody else who is on vacation who has had somebody else come in for him. There is slowness there, but other than that, they have been able to eventually address our issues. We have had one support issue that has been open for a couple of months, and it is currently open. It is a pretty tricky issue. It is incredibly difficult to replicate, which is the main reason that it is taking so long for them to fix it, because they can't really just go in, do what we do, and have it show up. When they do what we do, it does not show up, until randomly it does show up. I have been in a support organization before, and I know how hard it can be to troubleshoot random issues. View full review »
Senior Enterprise Monitoring Engineer at a tech services company with 501-1,000 employees
The support folks, that's another aspect of it; partnering with CA to make sure that our stuff is up and running. And if there is a problem with it, they have some really decent people that will get on and help you come up with solutions. Tech support is great. I usually fill out the surveys when they help me. I haven't had many really bad experiences with support. The people I've worked with, if it's a critical issue, they are right on it. If it's more of a generic thing like, "How do I do that?" they get back to you within a reasonable amount of time with the answer. View full review »
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Jason Hohmann
Communication Systems Analyst at a healthcare company with 10,001+ employees
I would say it's a lot like other tech support. Some of it is great, and some of it is unreasonable. The ones that know their stuff, know their stuff. And the ones that are learning, are learning. View full review »
IT Manager at a manufacturing company with 10,001+ employees
Technical support is so-so. It depends on who you get. Sometimes you get the runaround. Sometimes, I am not sure that the people that pick up cases know the product well. You open a case specifically for Spectrum support, but depending on who you get, some of the guys are really good or knowledgeable. Typically what you find out is those are kind of the higher level people. Then, sometimes you get people that you do not get really good answers from, who make you feel like you know more about the product than they do. So, it is hit or miss. Sometimes, you have cases that may stay open for weeks. These are not complex cases. These are just questions about how to do something or if you can do a certain thing. It seems like it takes a long time to get an answer. It just depends. The communities are probably a bigger help than actual technical support because you have a lot of other people that can provide feedback. Therefore, it is not terrible. View full review »
Parag Pujari
Director IT at CNO Financial Group, Inc.
We are a kind of managed services, so I do not have that information. View full review »
Senior Systems Engineer at GEICO
Support has been very good. They've answered all the questions that we've had. We've had issues that were a "severity-one" so they hopped on it immediately. For issues that have not been as urgent, they've been very timely in their response as well. View full review »
John Simpkins
Network Systems Integration Engineer at University of Michigan Health System
Pretty good. They're super responsive. They have that four-tier system and that works pretty well, because if we have a question, we can ask it at a lower priority and it will still get answered. If we have something where our hair is on fire, they'll call us right away. View full review »
Jeremy Guthrie
Systems Engineer at Charter Communications, Inc.
The CA support is pretty good overall. They get behind what your company is trying to do with their tools. Therefore, they try to understand your use cases and just be there as a partner to help you out. View full review »
IT Operations Manager at Delta Air Lines, Inc.
I have not personally used the technical support. View full review »
Kevin Kaufman
Manager Of Monitoring Service Delivery at American International Group
For Spectrum, it is good. For other things, we have had some issues. We had a six day outage once on SOI, but we worked with CA to try to improve that. The negative is they have a tendency to ask us to do things that basically we have already done, like balance a service or disable all the policies or something like that. You can tell, they are just walking down a script. This not going to help; logic says this is not going to help anything. It would be helpful if they would try to look at the situation and decide this is something that really needs to happen or not. Instead of just doing it to say they have done it. View full review »
Shawn Ousley
Network Engineer at Aerospace Corporation
Tech support is very good. I've never had any issues. View full review »
Senior Technology Architect at a tech company with 10,001+ employees
I have not used technical support, but other people on my team have. I have not heard anything negative about the support. View full review »
Programmer at a healthcare company with 10,001+ employees
Good, if you get the right people. View full review »
Find out what your peers are saying about CA (A Broadcom Company), IBM, Micro Focus and others in Network Management Applications. Updated: November 2019.
379,241 professionals have used our research since 2012.
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