I have not contacted technical support. My administration has had interactions with them.

The tech support was really good. It depends on who you get, but most of the tech support people I worked with were pretty sharp and would help you resolve the problem pretty quickly.

CA Broadcom support is very bad—one of the worst. They are trying to improve a little, but right now, they don't even respond to a ticket for at least a couple of days. A customer is spending $100,000-200,000 on a product, and it takes them three days just to respond asking for the version number. And after the acquisition of Broadcom, it's only gotten worse. 

It changed a lot of times. It depends on the people who are working there. It depends on the person on the other side. For example, if you are routed to India, you could have some problems with the quality.

I would rate the technical support at 7/10.

We have contacted technical support with both the online support to CA and with Broadcom.

We have not faced a lot of issues with DX Spectrum. 

When we had one, we received very good technical support.

We have an MSO with CA, so they're constantly engaged with us all the time. They do a very good job. They support us with requirements that we are not really geared for and can't really support, so we'll ask them, "Hey, can you do this for us, and get this result?" We have that across all of the CA applications that we use.

My team uses technical support and it's been great for this product.

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.

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.

DX Spectrum's technical support is good and responsive. 

The support depends on the complexity of the problem. Because our own knowledge is quite high and our environment is quite huge, problems can be very complex and time-consuming to solve.

Customer service is very good. I would give them a rating of 10 out of 10.

The North America technical support team is excellent, 10 out of 10.

The LATAM support team has some things to improve, six out of 10.

It has been very, very good. We sometimes have to more carefully explain our problem to the person that is assigned to us. But once we get that fully understood, we quickly get the right focus. I have been very impressed a number of times with the quality of the person on the other end of the phone. They've actually helped us with some things beyond the actual current problem when they've taken a look at our system and said, oh by the way, do this or do that. It has been very good.

Technical support is okay. A few years ago it was better, and I would have given them a ten out of ten, but now I would give them an eight out of ten.

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.

Customer service is very good. CA Support do a good job with communication and are always keen to assist. The CA Product team also continuously ask questions and look at the ideas posted on CA Communities. I don't think I've seen anything similar anywhere else. In most other cases, communities are run by users with little or no involvement by the vendor. CA are also always looking to include us with testing/new announcements.

I rate technical support very highly. Most of the tickets I've logged are API questions and these are answered fairly quickly, even though they are only P4's. I think I might have raised 2 or 3 Priority 1 cases in the 17 years I've been using it. It's a very robust product and has most certainly stood the test of time.

Technical support for CA Spectrum is excellent and seems to me to be in a state of continuous improvement/refinement. I would rate the technical support as 95/100.

I have not used technical support.

The technical support is average. We've had better support from other companies and also worse support from other companies.

Customer service is 10/10.

Technical support is 10/10.

It's good. I personally have not used technical support. We are premier partners and we've been talking to CA about a lot on these issues.

I did not use their technical support. We didn't get an opportunity to do that.

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.  

Customer service is very good (10/10).

The North America support team is excellent (10/10). The LATAM support team have some things to improve (6/10).

Technical support is excellent - 9.5 on a scale 0-10 - but this also includes support from the local Spectrum partner here in Switzerland.

The technical support is very mature. The team provides good implementation support.

I have not personally used the technical support.

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.

The level-one support is the same as the support you get everywhere with every vendor, but the layer two and above, they are very good.

Support has been doing a good job. There have been no problems or issues.

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.

I used to do support for Spectrum, so I know it really well. Sometimes the front-line people need to push it up to the second-level quicker. But because I know people on the inside, I can usually get it moved up when I need to.

9/10

I don't have much to compare it to but something that stands out is probably the ease of dealing with tech support. It's one of the better relationships that I've had with tech support. They always respond and they're on time.

I tend to be on call on a rotating basis, so whenever there are issues, I am one of the folks at the repair site on my weekend. I try to fix problems and issues. In terms of CA Tech Support, I'm sure I've got a reputation because I didn't really like it when they decided to push a lot of off-shore tech support on us. I really fought against that, and thought that it was not appropriate for the kind of contract that we had with them. I let them know that I don't care for how often they want to push professional services on us as a “fix it issue”.

Customer service is 10/10.

Technical support is 10/10.

The technical support is very good. 

Technical support for this product is not so good. It's also not as good as it used to be. My rating for technical support is five out of ten.

Their tech support is very good. 

I have had contact with technical support and my experience has been positive.

We are a kind of managed services, so I do not have that information.

We thought that because we are not beginners anymore, we have very high expertise ourselves, so we usually take a second-class support approach or we fix it ourselves. But when it's more complex, it takes a little bit more time.

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.

I have used technical support and they are very good. I've never had a problem. Usually I'll open up a case and I'll hear something back from them the same day. They're very knowledgeable with their products and very helpful, too. If I just don't have time to research something and I need it fixed, I just tell them "I need this fixed" and I never have an issue. They take care of it. They'll even connect remotely and do it themselves sometimes.

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.

I can’t really tell in regards to the technical support. It depends on the guy that answers the phone (Latin America). They have a really excellent technical guy who helped us a few times, but most of the times, the guy that answered the phone knew less than we did.

The technical support is not bad, but I find that I generally resolve the issues before technical support can. Generally, I don't use their support too often. It's not about their support. The higher up you go in their support structure, I feel that they're very confident. But, I'm just a self-thinker and I'll figure the issue out before they do most of the time.

Customer service is excellent.

Technical support is an expert team.

The CA support team is really capable and efficient when it comes to Spectrum. Most of the time they help us surprisingly fast and correctly.

I haven't personally called them.

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.

Good, if you get the right people. 

Customer complains it lags for performance management which CA has other solution of it.

4-5 No good technical support from CA

Customer Service:

Very Good, from CA and from Partners

Technical Support:

Technical support is very good. In Latin America, they have good technicians, particularly in Argentina, Chile and Brazil. Whenever we need support on a difficult to solve issue, CA brings in specialists to solve the problem quickly.

We have used technical support. It's hit or miss. Sometimes you get people who are really good and sometimes you don't. However, you can usually escalate quite quickly.

CA Spectrum Technical support is very good, especially the ready availability of extremely skilled technicians across the globe, 24/7.

Technical support is very good.

Customers have found the tool really useful because it is user friendly and lets them to login to their devices manually to check the health of any site.

I would give an eight out of ten for their level of technical expertise with reference to this application. They have been amazing in their service.

Customer service has been outstanding. They are always there when we need them and we appreciate them.

Technical service has been outstanding. They are always there when we need them and we appreciate them.

I have used technical support and I would give them a rating of 3 out of 5.

I haven't used technical support, but I don't own support for the application within our company. I'm more of an end user.

It's poor.

It's poor.

The best, 10/10.

The best, 10/10.

The technical support is of lower quality since the acquisition by Broadcom. At this point, we are not satisfied with the technical support. It should definitely be faster.

Tech support is very good. I've never had any issues.

The technical support level from Vectra Consulting and Services was highly specialized.

I'd rate customer service 8/10.

I'd rate technical support 8/10.

It's very good, 10/10.

Very good, also for device self-certification, development. There is also a very strong community (actually multiple communities) – 10/10

The support we have been receiving has been really good. They were about to answer all the questions we had.

Technical Support is essential for monitoring activities. We use it frequently, as well as consulting hours, to identify improvements and best practices.

We work with a CA parner in Argentina called Netnix that helps us with first level support. They help us with the application on a day-to-day basis.

Pretty good. I must say, CA is an excellent company and their client always comes first. Every time I have worked with CA support, they were very insightful and had deep knowledge of the solution and how to tackle the issue.

Back in 2005, when I started working with Spectrum, the level of support engineers they had in the L2 was amazing! They provided deep knowledge and exact root cause solutions when I challenged them.

8/10.

8/10.

We used the mailing list as a support forum - which was very alive with skilled professionals and their invaluable experience.

We did not consult them, as we used the forum.

The support for this product is not encouraging. When our customers have issues, there is a delay in response from the support team. This causes some of our customers to doubt the solution.

We don't use the CA technical support itself. Instead, we use the partner's support. The word that best describes it is insufficient.

Great, we try to resolve issues of our own, but when required CA support is well versed in technical expertise and documentation to help their clients.

4.5 out of 5

With expert CA Support, issues with the product can have a quick resolution so 4.5/5.

CA Spectrum is one of the products from CA which has great technical expertise to support it.

We have not contacted technical support yet.

8/10 as I am well informed about any changes with the software or training as I am a technician.

7-8/10 but sometimes I think that technical support could be more flexible.

I have not used technical support, but other people on my team have. I have not heard anything negative about the support.

We're very happy with the technical support. Once, I wasn't that happy, but now I've taken technical sessions with them and they've been helpful. Many technical engineers who are assigned to me actually know me to some degree, but this is for their product. Performance management wasn’t as good, and their service for this is superior.

I have never used customer service.

10/10.

10/10.

4

The technical support is professional.

I rate technical support 6/10.

I've never had to use it.

I've never had to use it.

7/10.

7/10.

Technical support is the best in class.

Technical support is very good.

The customer service was quick in response and thorough. No complaints.

9/10.

8/10.

9/10.

6/10.

7/10.

7 out of 10

7 out of 10

Although they behave differently depending on the zone you are in (US, Europe or West Asia), for basic and common issues they are good. For more advanced (models database issues for instance) or specific issues (monitoring interfaces running HSRP for example), they will struggle with it and most likely won't be able to give you a solution! If you want to fully explore the features of the platform, you will need to dig it by your own. One curiosity detail about CA regarding CA Spectrum is that as they released new versions of CA Spectrum, they start to hide the deepest features, such as the creation of different model types in the catalog database. You can still do it but, if you want documentation of it, you need to go to look for it at Aprisma and/or Concord documentation (these are the previous vendors of CA Spectrum). If you start with customization issues, even if they are well documented in the manuals, the support will most likely advice you to contact the CA Special Services and close your issue.

CA support was good.

The technical support is at a high level.

5/10.

8/10 but 10/10 when they were pushed.