CA Unified Infrastructure Management Customer Service and Technical Support

SrMonitoringAdmin061
Senior Monitoring Administrator at a tech services company with 501-1,000 employees
We've had some concerns, especially since CA's acquisition and re-branding of Nimsoft. For a while, there was a dedicated support center just for the monitoring product. But now, there's a more standardized support structure where Tier 1 is not as specialized. I haven't, however, had a lot of cases to claim that it's worse than before, but we have had tickets that have dragged on for a long time. There was an instance where they fixed a bug after 6-8 months, but it was the wrong bug. There are a couple of threads on their forum about comical support interactions where they get told, "Oh, that's an enhancement. Go type it and we'll vote on whether to fix it. Go type it out on the forum." I don't think that's always the experience in every case, but we have had some challenges like that, where it's like, "How are you calling this an enhancement? This is just basic core functionality that's not working" and getting agreement on that. At times that's been a challenge. View full review »
Monitorie23a
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 »
InfrSpc9365
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 »
James Sabassi
Senior Tool Admin 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 »
SeniorSy313c
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 »
ITManage39ae
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 »
it_user169710
Administrador de Sistemas
I would rate the technical support as 9/10, since the support provider always showed knowledge and was able to solve the problems. The only negative point is the availability as they are usually late in responding. View full review »
Brian-Moore
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 »
Engineer6590
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 »
SeniorDibc87
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 »
Enterprid88c
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 »
WebAdminb9e4
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 »
SeniorCo9cb7
Senior Consultant at a tech services company with 11-50 employees
Technical support is good. View full review »
it_user350334
Account Delivery Executive at a insurance company with 1,001-5,000 employees
I don't use tech support for anything. I rely on our in-house team for that. View full review »
Operatio6118
Operations Coordinator at a tech services company with 11-50 employees
Technical support replies to my questions very quickly (same day). View full review »
it_user558153
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 »
IsTeamLeadab
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 »

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