CA Workload Automation Customer Service and Technical Support

ProgramA2d79
Program Analyst at a energy/utilities company with 1,001-5,000 employees
I do not think that I called technical support, though I think we have reported a software bug. There is one bug that we noticed, which is kind of annoying. So, aside from that, I do not think we used technical support at all. I have looked up stuff on the CA Community. I might have gone into some of the Community pages to look for a solution. Nothing really memorable though. Since we are still using the AE product and we are just transferring into it, we are still talking to the consultants, the people who actually came in and sold it to us, installed it, and trained us. So, we still have those as resources at this time. We have not really needed the Community. View full review »
Applicat26ef
Applications Developer
We have used it before, however, we haven't really needed it too much. Usually, most of the issues that we would have, you can find documentation about them somewhere online. We also know that there are other universities in Georgia that use this product so we usually end up reaching out to them before we have any other issues. View full review »
Greg Wade
Senior IT Developer at a energy/utilities company with 1,001-5,000 employees
The initial contact is not very reliable. We have to escalate through channels to get to somebody who knows what's going on. It takes time that we do not necessarily have. It is because its that the support tech is not dedicated to the product and they do not know how to fix our exact issue. We have waited years for a problem to be resolved. The tickets get closed with no resolution, and there should be a resolution but we can't get a reliable answer. We run out of patience and just close the tickets. We take advantage of the CA Community, however it is hit and miss. There are a lot of good questions and answers, but also a lot of simple ones, where people just look at them and go, "Just read the manual. It's in there." View full review »
Richard Cron
Supervisor For Support Operations at Hollister Incorporated
Yes, we have used tech support, and they are very helpful. Response time is awesome. Usually when we call them, we get a response back with an hour. View full review »
Directora7fb
Director at a financial services firm with 10,001+ employees
We have used technical support. We have small use cases that we need their help on, and we're able to reach out to CA. Tech support is good. We get a good response. View full review »
it_user558510
Db2 Says Programer at a insurance company with 5,001-10,000 employees
I have not used tech support. Other people in my area have. They seem easy to work with. You get the documentation to them; they get back to you in a couple days with what they've found. View full review »
Clark Ammons
AutoSys Administrator/Engineer PS Consultant at a tech services company with 51-200 employees
Customer Service: Customer Service is as always a high quality and, have had great success with getting any issues resolved. Technical Support: Great working with the Tech team. View full review »
Pete Wirfs
Programming Specialist at SAIF Corporation
I love those guys at tech support. In fact, I recently had a call where someone was concerned that I was upset, so they even had someone else call me to discuss with me how I felt about my call. I was not upset, but I appreciated their follow-through. They are highly knowledgeable. They seem to be product experts. View full review »
SrSystem3e20
Sr. Systems Programmer at a financial services firm with 1,001-5,000 employees
We've completely turned over our scheduling area, and a lot of questions go to CA support. The people in the CA support for ESP have been there for a long time. I know some of them from the time when they worked for Cybermation, and they are very good. I trust their answers. Tech support is a 10 out of 10. View full review »
ITSystem280e
IT System Analyst Senior at a financial services firm with 10,001+ employees
Customer service with CA 7 has been very good. They've helped us through several upgrades, with tickets around those. Whenever we've had issues, they've been able to point out where to look to see what potentially is affecting 7 itself. View full review »
RaymondFordham
CA Seven Workload Automation Admin at Home Depot
The support also is great from the CA company itself. I have a CA rep that always contacts me on a quarterly basis. Also, I have support that I can reach out to 24/7. View full review »
Philippe Thérond
Enterprise IT Management Consultant with 51-200 employees
Customer Service: The user conference is a great way to catch the attention of the development and product management team. In general they are keen to discuss functionality and open to (good) suggestions Technical Support: Technical support is overall very good both in turnaround time and quality, but a bit less so for challenging issues which can take a while to find their way to the right technician unless they are an emergency View full review »
ScottPeters
Consultant at a financial services firm with 1,001-5,000 employees
Technical support has been very responsive to our needs and helped where we have needed help. View full review »
SrITInfr9969
Sr IT Infrastructure Analyst at a healthcare company with 10,001+ employees
Technical support, when it was Cybermation, was much more solid. Now that it's CA, at times the support is excellent and other times it’s not as good. View full review »
SystemsEd624
Systems Engineer at a financial services firm with 10,001+ employees
We use tech support all the time. They're pretty good. The response time from them depends on the complexity of the problem. They could do better sometimes. View full review »
Rafael Lubera
Technology Special Automation at CME Group Inc.
This is probably something you don't want to hear, but support seems to be getting worse over the years. For some reason the technical knowledge is missing. Occasionally, you actually have to get all the way to Austria to actually get a resolution, which is where the product is originally from. View full review »
Donna Conley
Autosys Admin at a financial services firm with 10,001+ employees
The issues that we do have, they solve very quickly. Right now, we do not have any outstanding ones that I am aware of. Support from them has always been fantastic. View full review »
ITProces0b08
IT Process Automation Engineer
Technical support is always very helpful, though we do not use it often. All our problems have been resolved so far. Tips have also been provided on how we can handle a problem. View full review »
it_user345702
Systems Engineer at a retailer with 10,001+ employees
We've never needed tech support. View full review »
LeadOpsA91a3
Lead Ops Analyst at Total System Services, Inc.
Technical support is very good. We reach the right representatives. View full review »
ITSupporb50e
IT Support at a financial services firm with 10,001+ employees
We've used it for a couple of questions when we didn't know the answers. They were great, and very informative. We've even used it for CA Datacom. And since I was a newbie doing upgrades with that, they pretty much held my hand through it, and gave me different suggestions. So, thumbs up to them. View full review »
Angel Alanis
Senior Software Programmer at American International Group
We have gotten great support from CA. They are there whenever we need them. Whenever we open a case, they are very receptive to the issues that we have and resolve them in a timely manner. View full review »
Reviewer7208
System Architect at a financial services firm with 51-200 employees
There is a slow response time. Unless, you say it's severity level one. That will give you a two hour timing window for them to call you. It doesn't really happen exactly in two hours, but they try. View full review »
Len Mack
IT Senior System Engineer at a insurance company with 10,001+ employees
Excellent support, skilled support technicians. View full review »
Workload626f
Workload Automation Scheduler at a financial services firm with 1,001-5,000 employees
Tech support is excellent, especially if you have a problem that gets bumped to level-two people. The level-two people are great at figuring out what happened and what you do next. View full review »
SeniorSy6fa7
Senior Systems Programmer at a government with 5,001-10,000 employees
Technical support is a 10 out of 10. View full review »
Sagar Mehta
Technical Consultant at Atgen Software Solutions LLP
Customer Service: 7/10 Technical Support: CA Technologies provides good technical support and I would give it a 7 out of 10 rating. View full review »
Infrastrb6c0
Infrastracture Team Lead at a tech services company with 10,001+ employees
We have used the Techno Global support when we have had issues. View full review »
StaffSys83e6
Staff Systems Engineer at a financial services firm with 10,001+ employees
I would rate them nine and a half out of 10. CA technical support is doing a great job. View full review »
Gabor Huszar
Senior Technology Specialist at TELUS Corporation
We use technical support all the time. We would be lost without them. They're fantastic. Really good job. We're able to reach the right person to help us out right away. View full review »
Teresa Johnson
Senior Operations Analyst at a financial services firm with 5,001-10,000 employees

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