CA UIM (DX Infrastructure Manager) Customer Service and Technical Support

Monitoring Engineer at a tech services company with 1,001-5,000 employees
They're good. Their response time has been pretty good. They don't necessarily always have the answer I want, but that may be because the answer I want doesn't necessarily exist, so I can't fault them for that. But overall the response is pretty good. As far as the turnaround time, it's fast, the quality of the support answers that we get is usually pretty good. There have been times where its been a little bit insufficient, in the sense that we might have needed to move it to a different engineer, or they may need to escalate it to go to their development team and get some answers, and the time frame on that can slow down a little bit. But for the most part, it's been pretty good. View full review »
Mustapha Kaaniche
Manager at Neuroses IT
I had to call them one time at 4am, and I think they saved my life, because they called me back about five minutes after I opened the case. It was a high-impact incident, and they resolved it after about 10 or 15 minutes. So I'm really happy with the technical support. They are nice guys and technically good. View full review »
Enterprise Systems Mgmt Admn at a insurance company with 1,001-5,000 employees
I'm happy with the technical support we've received, and their response time. View full review »
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James Sabassi
Engineer II, Network Operations Center at BCD Travel
Support is great. We have a great partnership with our vendor, and they're very responsive to our needs. And they have escalation paths. So when they hit a snag, they always escalate to the back end and we get really good results from them. View full review »
Senior Systems Engineer at a healthcare company with 10,001+ employees
Technical support is great. They've been wonderful. The communication has been great. It also helps that, being a support person in my career in the past, I know what to fill out in the ticket and to help them. So we jive on what's needed and what's not. Putting things in the ticket that help them, up front, shortens the life of the ticket. View full review »
IT Manager at a healthcare company with 1,001-5,000 employees
The individual that manages the product itself used tech support. She received a response/resolved within 24 hours. She found them to be knowledgeable. View full review »
Chris Duryea
Senior Analyst
They've been great. Actually the guys that are doing the UIM product really know their stuff. View full review »
Kc Njokuoma
Implementation/Delivery at a tech services company with 51-200 employees
Sometimes we contact CA itself. They log in and help us to resolve some of the issues. I would give them 8.5 out of ten. View full review »
Tool Admin at BCD Travel
They are helpful once you get to the senior engineers, usually. The first level has not been the most helpful, but maybe a lot of our issues just require higher engineers. I am not sure. View full review »
Charles Foy
Manager at a tech company with 10,001+ employees
They are actually very good. Technical support is good. If we get to product support, the product manager is responsive. We have expressed some concerns and areas for improvement, and they were addressed. View full review »
Engineer at a logistics company with 1,001-5,000 employees
It is difficult to get their time to instrument their applications. So, it is not the product that is difficult to work with, it is getting the people's time to work with us. For technical support, we sourced knowledge from one of our in-house partners, which is a contract resource type of thing. View full review »
Senior Director at a retailer with 1,001-5,000 employees
My experience with technical support has gone fairly well. We had some challenges with a particular plugin getting towards implementation. It required an enhancement in order for us to enable the features we needed to go-live. Within the scope of 45 days, they were able to enhance the plugin, roll it into a GA fixed release for the code, and you will see it again in the next full release of the product. View full review »
Abe Shaker
Monitoring And Reporting Engineer at a university with 1,001-5,000 employees
A-plus. Any time we call up support, if the issue isn't resolved that day, I'm surprised. And if we ever do have anything that needs escalation, our account rep is always there to make sure that our needs are taking care of. View full review »
Enterprise Monitoring Design Engineer at a financial services firm with 10,001+ employees
I haven't used tech support for UIM recently but I have used CA's technical support in general. I would say they're responsive but can take a little time, if it has to go back to development for a review. View full review »
Luis Miguel Goez Mora
Senior Manager Information Technology Infrastructure at a insurance company with 1,001-5,000 employees
Customer Service: We didn't use customer service. Technical Support: 10/10 CA Support team is excellent we get from them issue resolution within a single interaction and anchoring alternative solution. View full review »
Web Administrator at a financial services firm with 1,001-5,000 employees
We have run into a couple of issues, but our rep has been very readily available and responsive. So the issues were fixed right away. It has been great. View full review »
Operations Coordinator at a tech services company with 11-50 employees
Technical support replies to my questions very quickly (same day). View full review »
Head Of IT Production Services at a financial services firm with 1,001-5,000 employees
I think we use it about once a month. I think they are responsive, although I don't use it directly. View full review »
IS Team Lead at a insurance company with 5,001-10,000 employees
Resolution of problems happens quickly. If not, it gets advanced to product support and they do an exceptional job working with us. View full review »
Bhandari Vivek
Full Stack Monitoring Consultant at a tech vendor with 51-200 employees
An eight out of 10. View full review »
Find out what your peers are saying about CA (A Broadcom Company), Nagios, SolarWinds and others in IT Infrastructure Monitoring. Updated: October 2019.
371,639 professionals have used our research since 2012.
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