It takes a couple of prods once in a while to get technical support going. I try to convince them to say it is something that's valuable for everyone. Even if you go out and test the waters with it, you'll see that this kind of stuff that we're suggesting would be kind of nice. From that end of it, they've been pretty accommodating. They sit down with us and listen to what we have to say and then, we try to collaborate and come up with a viable solution, which is good. It's all we want. Because we don't see the whole picture from our end, they don't see the whole picture from both ends. We sit down and come up with a good solution.

I'm not too crazy about the CA community; it's kind of like Facebook or anything else, it's nice, but we go right to the jugular most of the time. If we need support, we go to support.

Now, the one good thing on the CA community is possibly the video clips that come out. We kind of suggested that and that's getting better. They're creating more and more. Now they have slacked off a little. I haven't seen too many developed lately. But they need to get more of those. I think they're used a lot. We can use them in our training and they're very valuable.

Other than that, my social is just to collaborate on a certain thing and get these votes. I say something like, “Hey I’ve got an idea, here's a vote.” I've put a half a dozen of them out there and they'll get no votes; no one looks at them. It’s the same thing we do when we collaborate on the sprint sessions. There's not too many people that voice their opinions. I think it's the same thing you know. They don't want to sit on the communities and they don't want to open their mouth in the sprint review. I don't think it's just unique to that.

It's good that people are listening. I just wish they would tell us more. For example, we went to a couple of sessions that they had locally in Pittsburgh; a CA community-type, three-day session. We ran on a couple things and at the end he said, "Oh yeah, by the way, we’ve got this now." Well, why didn't he tell us sooner?

If we have an idea, it would be nice if they come back and say, “Hey, we are working on your idea but we need a little bit more information.” But that type of information isn't really relayed. It's like a big wall in between. Even though they're working on it, they don't tell us.

Customer Service:

Customer service has been excellent

Technical Support:

I've always had really good luck with CA technical support. I've opened a lot of problems over the years and always gotten a really good, quick response time and always gotten a solution that I needed.

Technical support is very good.

I have used technical support and it is excellent.

I rate tech support at 10 out of 10. They've always been very friendly. They look to find what my problem is and try to help me get through it.

Technical support is good, always responsive, pretty quick to get back to me with answers, and/or always willing to help. That is the biggest thing.

Excellent.

When making that call to technical support, the triage is sometimes a little rough to get you to someone who will effectively help you. When trying to solve some performance issues, it was better for us to engage and get them side-by-side. There were times when we had to go outside of CA with known experts.

In the 90s, the European first-level support was sort of lukewarm. This changed positively with the beginning of this century, and it still persists.

Technical support is very good. They get back to us very quickly and usually have a very good answer. Even if it's one I don't want to hear, but they're good about that.

Between the tech support and the person I was working with, they have been extraordinary.

I was surprised at how easy it was to work with them. I have worked with them in the past and I did not always find it that way. In the past, I am going back about 10 years. Now, they seem to have come a long way.

The technical support is very good. You always get an immediate response as to who is taking care of your issue, and you get regular feedback of what’s going on. Normally the cases are solved in a much shorter time frame compared to competitors.

Same as always with CA. They are on top of things. I have never had an issue.

Technical support is very skilled and helpful.

They're very good.

Technical support is very good. I would rate them an eight out of 10. Sometimes you think they should be a little bit faster to solve the issues, but it is also difficult sometimes to duplicate what the issue is.

I haven't used technical support for SYSVIEW but I have used CA support and it's very good.

Excellent. No problem with asking How-To questions.

Excellent.

Technical support has very good, kind people; they are available and prepared.

9/10 - I can always get quick responses for our request and for new release issues we get dedicated experts and coordinators to support our upgrades.

Technical support is professional and very efficient.

We seem to get our answers in a timely manner so technical support seems to be working well. We have no complaints.

Technical support is fairly good.

Technical support is knowledgeable and has improved greatly over the years as previously it wasn’t great. When we open even low-priority cases, they respond quickly.

Technical support has been very helpful. But the community of users has been particularly helful. Someone even helped me ASAP, which was huge.

8-9/10 - CA's whole support offering has improved vastly since the 90's.