Global Customer SuccessEnhanced Support Services

Discover the advantages designated support engineers who know you, understands your environment, and are available with one phone call to a direct line

September 2015

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The Global Customer Success Team

WE POWER THE GLOBAL INNOVATION LEADERS THAT POWER THE GLOBAL ECONOMY

1200+CUSTOMER SUCCESS TEAM MEMBERS FOCUSED ON POSITIVE CUSTOMER EXPERIENCE

TSIA AWARD INNOVATIVE SUPPORTLEARNING AWARD FOR STANDING OVATION EMPLOYEE CULTURE PROGRAM

20+ YEARS AVERAGE TENURE, WITH 9 MAJOR LANGUAGES AT OVER 24 WORLDWIDE SITES

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Add to Standard Support: Optional Support Services

Global Customer Success Support Services Overview

No Active Support Maintenance

Self Service Support

available

Community search

Basic knowledge base article search

Standard Support Maintenance

Customer Care access

Extended knowledge base article search

Chat support Open a support case

online or via phone Standard response

times Subscription based

product updates Subscription based

onboarding program Web based

education programs Online diagnostic

tools

Extended Support for EOS/EOL

Activates standard maintenance benefits for

End-of-Life or End-of-Service

products

Upgrade Support Services

Short-term designated support

engineer during upgrade services

engagement

Regular account assessment meetings during upgrade

Open a case on my behalf

Designated, Direct-dial engineer

Priority response

Enhanced Support Services

Long-term designated product

support engineer assignment

Direct dial access

Priority response

Onsite visits

Technical consulting, planning and strategy

Proactive comparative assessments

Privileged access to CA product teams

Customer Success Advocate Program

Long-term personal concierge to all

things CA

Executive reporting

Advanced, customized account management with relationship surveys

Extended value programs

Education planning

Product portfolio management

Privileged access to CA teams

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Enhanced Support Services

Choosing to add Enhanced Support Services to your maintenance means you have a direct line to the same engineer any time you have a question or an issue.

Available for: Customers worldwide CA Technologies products and solutions

(you select covered program) Deployments on any size environment Contracted for one or multiple years

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Is Enhanced Support Services right for me?

“My critical business systems are closely aligned with CA solutions”

“If we are considering scaling our infrastructure in any direction, our CA footprint is definitely part of that conversation”

“Any outage, error, or technical issues can come at a high cost”

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Key Features

Designated Support Engineer familiar with your business and IT environment.

Personal, prioritized response to technical issues.

Product-specific guidance during upgrades and patch implementations.

On-site meetings to review business needs and IT results.

Expert insight on how to configure, operate, and troubleshoot your system.

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The designated engineer is part of your team

Direct Dial

It’s like having a CA product specialist sitting next to you. Call your support engineer directly for priority response whether it’s a simple question or a high priority issue

On-site Visits

You choose the agenda and the date, and your designated support engineer will be armed with a deep-dive of your technical footprint and analysis

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Privileged Access to Product Information

All CA Support Engineers are constantly updating knowledge base articles and documentation to keep all customers updated.

With Enhanced Support Services you get proactive, priority notifications direct from your engineer

Designated engineers also have authority to arrange meetings with product management and CA Services teams upon request

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Software Maintenance and Upgrades

Stop delaying upgrades and take advantage of the latest technology

Enhanced Support Services offer joint planning and strategy sessions to help plan for your next upgrade

Having a designated engineer means you have priority support when upgrading or applying patches

Short-term designated engineers are available with the purchase of Upgrade Services

ca.com/services for more details

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Tiered Service Available

CA Enhanced Support Services Silver Gold PlatinumUtilization of CA Enhanced Support Engineer 20% 50% 100%

Days of on-site visits 4 20 40

Direct line to designated CA Enhanced Support Engineer Technical support consulting with knowledge sharing Product-related assistance during CA Services implementations Guidance when upgrading or applying patches Joint planning and strategy sessions Priority response to technical issues Comparative assessment

Request a Quote for Enhanced Support Services here

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Learn more about a day-in-the-life of a CA Support Engineer

Learn more about your support engineers in our CA Communities

Learn how CA has expanded the definition of technical support

Learn more about CA Support Engineers