I'm very satisfied with the technical support. They are knowledgeable and very quick to update. Whenever we create a task, they help us immediately. It's great to have a team that has so much technical skill. 

The technical support is good, and I rate them an eight out of ten because they could be a bit better.

The technical support for DX Unified Infrastructure Management could be better because the quality of support fluctuates.

On a scale of one to five, I'm rating support a three.

Sometimes, half of the year, support is perfect, and then for some reason, in the other half of the year, support becomes less responsive and less knowledgeable.

My company asked for improvement from the support team and mentioned the areas my team is unhappy with, and now I see support for DX Unified Infrastructure Management improving again.

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. 

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.

We haven't needed to use tech support. We do have some direct sales guys that we utilize, and those have been our primary functionality. I have used tech support for other applications within CA and I've never had any problems.

When they were still Nimsoft, customer service was outstanding. After CA’s purchase, support quality dropped as they lost qualified engineers.

Technical support is currently average. You have some support folks who really don’t understand the tool due to lack of experience and training and others who are veterans of the tool and pretty much can fix anything. It used to be stellar before the acquisition by CA. Attrition of good talent is to blame again.

Once you get to the right person, you get your problem fixed pretty quickly. Now that we have had CA UIM for a little over 4 years, we have worked through those issues so we know exactly who to go to, who to contact to work on our cases, so it's not that big of deal anymore.

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.

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.

I have used technical support. They are great. I usually interact with them by the web portal, submit a ticket, and then I get a call back. My issues are almost always resolved by them.

Technical support has been fair, medium, or whatever the middle of the road is. I wish they were a little more responsive on some items, and be a little more knowledgeable on some items. It seems like we need to go through several layers before we get to someone who really can help us with our problem.

We're not just opening a, "Hey, how do you do this?" It's more like, "Okay. This is broken. How do we go about fixing it?" It seems like it takes multiple conversations to get what we need out of that, to get a fix.

Tech support is fair. I haven’t dealt with them a lot, but our team has. We’ve opened a number of issues. They respond in a fair amount of time.

One thing that jump to mind is the UIM console as we’ve had an issue with not seeing all of our alarms. It just freezes. That ticket has been open for well over a month and they haven’t come back with an answer which is hampering our progress.

DX UIM's technical support team are good, but there's a shortage of resources, which means they can be slow to respond.

We actually have a close relationship with the tech support team, as well as the development team as well, working through issues and problems as they arise. We have a pretty large infrastructure that we monitor, and we get some of the scalability issues or some other issues that they may not have seen and they're very quick to respond. Tech support has been really great.

Really good. Very, very good. I got nothing but nice things to say about them. From a pre-sale side all the way through to the support and logging a ticket. They are very prompt for our purposes. That day you put the ticket in, someone's calling you an hour later. If I chat up one of the engineers I know, let's do a WebEx and we will get on there, take a look what's going on.

The technical support is excellent. 24 x 7 support is awesome, not to mention that their support staff really knows the product. What makes it better is that support and development work close together so that turnaround on bug fixes is expedient.

We have not needed to use technical support for UIM. It's been great.

Technical support is very responsive. They're quick to escalate an issue that they don't know how to solve themselves. Where other companies fail, I think, is getting a customer to somebody who actually knows how to fix the issue. Whereas with CA, it seems like every time I open a case, they're very quick to find out what the actual problem is and get somebody in contact with me that actually knows how to fix the issue. No matter whether that's somebody actually on the technical support team or if it's a senior principle consultant that's outside of the technical support team. It seems like they're always very responsive to get that done.

Technical support is great. They're really great with the turn around time from submitting a ticket and getting an answer back for most issues. Most issues are not new under the sun. So it's just a matter of looking into the knowledge base and making sure your own system is provisioned properly. Then they'll feed you back information and stuff like that.

The product support in recent times has improved significantly. I have had issues resolved competently and within a satisfactory timeframe.

The only bugbear is on occasion when reporting a product defect, CA respond that it is working as designed and ask the customer to add an ‘idea’ on the forum to be voted on by the users.

For example, I noticed that when using the process monitoring probe, the Windows memory usage metric was collecting how much memory the process was using as prescribed, whereas the Linux memory usage metric was collecting the ‘virtual’ counter and not the correct ‘resident’ counter. I was initially told that this was by design but after some discussion, CA admitted this was a defect and swiftly added the correct counter to the probe.

I go back for ten years with Nimsoft and CA's owned them like three or four years. I'll tell you when CA first bought them, support was terrible. It would take them two to three weeks to respond to a ticket, but typically the response was a question. Then we would update immediately and three or four days later, it would be another question. It literally took a month of clarifying questions, and lately that's immensely improved. That actually got me to the point where I stopped using support. We would search the forums and I've been using the product long enough that I just kind of figure out work arounds. But, lately when a few big things have happened and we've been forced to go to support, they've been way more responsive. That's probably been a big change in the last two years I would say.

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.

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.

We didn't use customer service.

10/10 CA Support team is excellent we get from them issue resolution within a single interaction and anchoring alternative solution.

8/10

I've used them many times, and they were OK.

We've had some problems, some challenges with silos of support in situations where we would spend weeks working on something and then I'd finally escalate it and a senior technical person would solve in 10 minutes. The weakest part of the products we use is in the mobile space. We can't seem to get the products to work at all and we can't seem to find the mobile team to even talk to about it. Their mobile app is Circuit 2003 you know kind of very crude. It doesn't have any interface, it doesn't actually connect to our devices. I would say the strongest area for them is going to be in mobile. When you're running like we are in operation sweep, sometimes my guys are only one deep and they got to use the restroom and I send them in there with a mobile app in case something goes down but I can't do it if the mobile app doesn't work.

Generally when a company becomes serious about operations, older companies have been around, they understand the value of operations. Younger companies or some people might say more entrepreneurial companies don't have that strong operational focus. I think one of the cornerstones for that is when you get your house in order in terms of operations and infrastructure so that you're not your own worst enemy. You're not designing solutions that don't work whether it's in the application space, you're not buying infrastructure that isn't performing or you're not able to be accountable with the people that work for you to get them on the phone or addressing issues because they simply don’t know about them.

Customer service is quite okay, however whenever we face issue with probes, they only suggest to upgrade the probe to latest version and check if the issue reoccurs, and if it reoccurs then they troubleshoot, this should be improved.

Technical support provided by CA is quite good an they have a very useful knowledge base. Most of the solutions we find are on the website.

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.

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.

I don't use tech support for anything. I rely on our in-house team for that.

Technical support has been challenging. I have to go create a new login in MSoft so that I can start opening tickets, instead of going through the traditional CA support. So it causes delays, and I'm hopefully looking for a better response from that team. I can give 9's and 10's throughout the rest of the CA, but there I'd probably give them a 2.

We couldn’t have survived without them. They’ve helped with technical problems. They don’t help with feature requests because they’re tech support; however, they've directed us to the right people. We haven't had a lot of issues though.

The technical support for this solution could be improved. 

They've been great. Actually the guys that are doing the UIM product really know their stuff.

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.

Technical support is 9/10.

Good tech support. Like every tech support, you can get new techies, and there are veterans, but I don’t have any fundamental complaints. They’re fairly good and quick. Follow up is a little slow, but not bad enough that it’s a huge problem.

Customer service and technical support have been great and I feel like they actually listen when a bug or improvement is brought to their attention.

A+ support for both products

We haven't had any issues at all with the environment in terms of support.

The individual that manages the product itself used tech support. She received a response/resolved within 24 hours. She found them to be knowledgeable.

Technical support is good.

I used to work for CA UIM support. I would be the one to talk to. Having worked there, and now coming from the actual implementation where I'm an enterprise-level user is a very up-and-down, roller-coaster feeling. It’s like I'm stuck in support because as much as I want to say that everybody is consistent, and every technical guy wants the best for you, it just doesn't happen that way.

When it does, it's great, and we really appreciate it. When it's lacking, we suffer a little bit and it creates a bitterness. We don’t do anything up front, but we keep a record of it. Technical support was not the best. We could use more. We're wasting money because we see it didn't produce here or wasn't responsive enough.

It definitely raises questions and concerns, but I know CA is very open to hearing customers' concerns and listening to feedback. I think they’re very open and understand that that’s an area they can improve.

7/10

7/10

They're pretty knowledgeable and they rely heavily on documentation. I don't know if they have a lot of direct hands-on field experience, but their knowledge of the documentation is pretty good.

I'm happy with the technical support we've received, and their response time.

The technical support is very good. You still need access to the old support.nimsoft.com site for downloading new versions of probes. Overall, it is very good.

CA support did have a bad reputation 10-15 years ago, but they made a lot of effort to improve it.

It's generally pretty good. We do occasionally have a problem with they'll be really fast on the initial response, and then if there's not an apparent, obvious solution right away, then sometimes it can be slow and dragged out for a really long time. If we get our sales rep on it, he's usually able to get things expedited.

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.  

We've used technical support before, especially when we first loaded, our server installed our design. Very responsive, stuck with us on the phone till we resolved our issues and at some points they had to come back a few days later with a solution or a patch to fix us.

Customer service is helpful and knowledgeable.

8 out of 10

Technical support is interesting. Initially, in the UK, we had challenges having to engage the standard process. But, with the advent of the online forums and the communities, that's allowed more open questioning and learning from others out there and the peers, not necessarily just from our own industry; from areas that are adjacent to our market but are also trying to achieve the same outcome. I think CAhave now created more of a flexible platform to do that.

4 out of 5

6 out of 5

Technical support is excellent. I've been working with them for 10+ years. I have a good relationship with the support company. I know every support individual there and it is run in a very professional, friendly manner.

Customer service is good, most of the times you get the answer you need really quick, it will have situations that you'll need to wait for a longer period for solution (cases that require development), but it gets resolved at some point.

I hardly had any unsolved problem. They usually reply within SLA, but the solution may take some time depending on the difficulty of the problem.

The tech support has been very well. Sometimes it takes a little time, if it has to go thought the back end support. For the most part, very happy with it.

We had meetings with CA's customer quality once a week and, overall, the communication was pretty good and reliable.

Overall, I’d say they’re fairly good. I think when compared to a couple of years ago, support has gone down a bit rather than up. A lack of product knowledge is probably one of the key reasons as to why it’s not excellent.

Our networks team have, so I can’t comment on what that support is like. We’ve had the support, but I think it’s a combination – they’ve advised on best practices and how we should do things so they’ve done their job to a certain extent. But we haven’t had a CA resource for implementing those best practices.

10/10

9/10

In terms of the knowledge base of the technical staff, they are average. 

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.

Support from the vendor has generally been rather slow and ineffective, at least in our case. This should be a key area for CA to dig deep.

Customer Service is great 10/10.

Technical support is a bit behind 8/10.

Technical support seems to be getting better and better. There's also a great forum with community members, which we use and which is an excellent resource.

I've never had to deal with customer service.

The UIM support team is excellent.

It's very good.

It's very good.

The customer service is good.

The technical support has improved over the last years and are we are getting better and faster support.

I'd give them 7-8/10 as they're really responsive. CA's acquisition of Nimsoft has not resulted in lower quality support. We have twice-a-month meetings with them to talk about issues. They've helped us out a lot.

2/5.

Most of the support during my shift was in India, who are only 2/5, but if I got to speak to someone in Australia, Europe or the US, it's 4/5.

It depends but definitely the L2 support onwards know their stuff.

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.

Support has been very responsive to our requests. They understand the limitations of the software and do their best to accommodate our needs and issues, but the software just doesn’t seem to be meant for smaller businesses and needs a lot of hands on attention.

Support SLA for response and resolution is pathetic, even the quality of resolution is not up to the level of expectations. Take enterprise support subscription as the basic support will not be effective during critical incidents.

It's very good, they give us regular product updates. We also have calls with our account manager, and attend biannual conferences.

They are generally very good but occasionally I feel like I’m being purposefully stalled so that their SLAs aren’t breached. However, I can appreciate that all of the basics must be ticked off in case something basic was missed and so that a clear picture of the problem can be built up. There is always the opportunity to escalate to the account manager who returns with a swift and clear response.

8/10.

6/10.

Broadcom acquired CA. When they were CA, their technical support was okay, but since the acquisition, they are kind of slow in terms of support. Being one of their partners, we need their support in terms of selling this product to other customers. There is a knowledge gap between me as a partner and OEM. OEM needs to come and position themselves very well in the market and help us with some of the opportunities that we are trying to drive for these solutions.

6/10.

7/10.

Can't say anything bad about CA's customer service.

Support is good. Though, colleagues say that pre-CA it was better.

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.

Technical support has been good.

I think we use it about once a month. I think they are responsive, although I don't use it directly.

We've had some good and we've had some bad technical support. It seems like they are very quick to deliver just a .pdf document that says, "Try this." Once you try that, you get higher upper-level support. They really know the product and they're always willing to help.

The technical support is very good from Europe and Australia, compared to the Indian support office.

On scale from 1-5 (1=worst, 5=best), 4.

On scale from 1-5 (1=worst, 5=best), 4.

Technical support is OK. It varies depending on issues. Config support is good, but getting bugs fixed from support case through completion has sometimes been difficult.

The technical support is very good. We work closely with a project manager from CA and most requests are done fairly quickly. Our dedicated project manager provides us with a weekly status check, troubleshooting, and responding to tickets.

Customer service is very good.

Technical support is fine.

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.

I would give technical support a score of 6/10.

It's mainly my colleague who is in contact with CA technical support. Things take time.

Poor when compared to other CA groups I have worked with.

First line - excellent. Getting beyond first line - a battle.

CA’s technical support team is very supportive.

They have been great so far. We have had issues, but they call and are responsive. They've been great.

It's pretty good, and they're very responsive. The guys I've dealt with are sufficient, and if they can’t answer, they escalate our ticket.

10/10.

5/10.

Excellent.

4 on a scale of 5

4 on a scale of 5

Excellent service from customer services.

Very few people at Nimsoft seemed to have level of infrastructure experience to really help out in a meaningful way.

An eight out of 10.

Technical support is 7/10.

Resolution of problems happens quickly. If not, it gets advanced to product support and they do an exceptional job working with us.

Technical support replies to my questions very quickly (same day).

The solution provided by CA Support (Nimsoft) is not fully trustable or reliable. Sometimes we have received good advice.

Technical support is 5/10.

I would give them a 7/10. They are quite knowledgeable and have helped us on the few occasions we have needed them.

OK

OK

There has been good technical support so far.