CA SSO Customer Service and Technical Support

umairakhlaque78
Sr. Manager at Duroob
Customer Service: An eight out of 10. Technical Support: A seven out of 10 View full review »
DesignEn0ad8
Design Engineer 5 at a financial services firm with 10,001+ employees
We had a legacy implementation, and their technical support has been acclimatized to the new partnership federation, so they could not help much in terms of the solution. Therefore, I had to do trial and error to figure out what to do with it, and get it working. Over the past years, CA support has been only focused on problem areas. When there is a specific problem, they will focus on resolving that problem. They are more focused on closing tickets. They are more focused on getting the tickets closed than resolving them. If the solution is not resolved, and if I requesting, "Hey, I want a couple of weeks for that to be open." Sometimes, they do it. Sometimes, they say, "Hey, we will close the ticket, then you can reopen a new one." Other instances, if it is a feature that we need answers on, support sometimes says you need to get professional services to get engaged. I do not know whether it is the right direction that CA wants to go, because support is something that support professionals are supposed to know about the product. I would go and open up a ticket to get answers based on the feature that is available or what we are planning to do. We cannot just go hire professional services for everything that we do. All of the feedback within our team for CA Support is not good. It really is on a very low level, but then it is very specific for CA SSO. The CA support for other products, like CA Spectrum, has been good. However, for CA SSO, it is absolutely poor. View full review »
Software4a0d
Software Engineering Consultant at a retailer with 10,001+ employees
It's good, actually. Very good. The product knowledge that they have on hand with that staff is more than adequate. They've sent people on site on several occasions. We've engaged them not only through the phone, but through the web submission portal, and in person. At every opportunity, CA staff has been professional, knowledgeable, easy to work with. View full review »
Manager1496
Manager with 10,001+ employees
Technical support is good. We're a large scale customer for CA, so we do have Premium Support from them. We had a problem about three years back with the stability and we were going down all the time. We actually got somebody in-house from CA, to come to our office within a few hours, and the person stayed on until the problem was fixed. View full review »
Jamal Alvi
Sr Manager at a comms service provider with 10,001+ employees
The important thing is not only the scalability and availability, but also having a good partnership. When the problem comes up, how quickly can we can solve it? That's one of the best things what CA gives us. To establish a relationship which is based upon the partnership and they are there to help us whenever we have any problems. They have a tier support model just like any company has, so depending upon the type of issues we are having we usually get a good response very quickly. A back end engineer on our case if this is going on a severity level one, then we get very good support immediately. View full review »
JosephLaVigne
Security Engineer at a financial services firm with 10,001+ employees
Technical support is fantastic. They provide quick answers. It is very rare that it takes more than two or three days to actually resolve a non-production problem. With a production problem, they are right there with you the whole time until it is fixed. We have had large-scale issues, but it never really took them a long time to fix. Usually within a few hours, we would have a fix. They also take use of their community. View full review »
Anil Gaddi
Security Architect at Raymond James Financial, Inc.
We use it for challenges we have. If there are any issues that apps are reporting, we use tech support. I think we have been good for over a year. We always get to the same contact that we have in the support. It's not dedicated support that we have bought, but most of the time it goes to the same person. So it's very easy to traverse. View full review »
Maurice Shorrosh
Technology Director at a financial services firm with 10,001+ employees
We are not very happy with the support, I am sorry to say. The reason is mostly because we stayed on an older version and we are behind catching up on a newer version. It has become harder for CA to give us good support. The main thing is we do not have the traceability and good monitoring that CA can provide us to capture problems when they occur. That is the biggest thing. It has been an issue. All the problems that we reported actually have never been resolved. We could not capture enough information for CA to be able to debug the problem. This problem does not happen often. But, when it happens, we do not know why, because we are not able to capture the data. I think that is the biggest drawback. The support and its combination between ability for them to support us on all the older versions and different infrastructure to what CA recommends us to do. We are trying to upgrade and all that. Maybe these things will help. Technical support is always available and very responsive. I have a direct line to the engineers. They allow me to talk to them directly. They really are trying to help the best they can. It does not work out well. In terms of interaction, no problems there. View full review »
Sanjeev Demra
Manager, Operations at a tech services company with 1,001-5,000 employees
Customer Service: Good customer service for the support and comfort to the customer. Technical Support: The technical support team is not very proactive. CA can improve in this area. I would give them a rating of 5/10. View full review »
Aseem Poudel
Senior Software Analyst at NRG Energy
They're pretty good on some of the non-issues. There are some delays, however, and they keep on asking for logs or try to delay it, maybe it's stuff they don't know. But in most of the cases they respond pretty quickly. View full review »
Amlan Sahoo
Systems-Engineer at a tech services company with 10,001+ employees
Technical support by CA Technologies is wonderful. I used to post my queries and get quick responses. The CA forum is something I would recommend to follow if you are dealing with any CA product. I appreciate their timely and effective responses. View full review »
Syed Aamer
IT Security Consultant at NIC KSA
The support could improve in its response times, and in the understanding of the customers' problems. View full review »
SiteMindc700
Site Minder Admin at a construction company with 501-1,000 employees
Good support. We work with CA technicians frequently, engineers very frequently. They're very helpful. Whenever we go to them with an issue, they'll first look at the existing DB. If the same kind of issue happened previously, they'll try to pull that information and provide us the feedback right away. If it is a new issue, they will really work hard to get the issue done, as soon as possible. View full review »
Rachid El Baraka
Systems Engineer at navyfederal
Technical support is good. Once we escalate, the proper channels get the tickets, then we have no issues with them. View full review »
it_user354801
Infrastructure Manager at a government with 1,001-5,000 employees
The tech support has not been very good for us so we don't use them anymore. We have had some issues. Nobody is perfect. It was a long time ago, but we stopped using them because of it. It was very long time ago. It might be better now, but it used to not be so good. Now, we solve problems in another way. View full review »

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