Welcome to CA Nimsoft Support

June 2014

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what you’ll learn

How to use CA Technologies resources to help maximize the value of your investment

How to engage CA Support

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Learning all the latest about CA Nimsoft http://www.ca.com/us/opscenter/ca-nimsoft-monitor.aspx

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Options for getting help

Many how-to questions can be addressed without opening a support case by taking advantage of our online videos, support forums, or social media (Facebook, Twitter).

Contact CA Support via the Nimsoft Customer Portal or phone for expert help with break-fix or any other issues.

Use the “Ideas” tab in the Customer Portal for Feature Requests

Other community members can see the requests and vote on them.

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TwitterFollow @nimsoft for the latest IT News and information that matters and know what Nimsoft is up to. FacebookFor a more visual experience., we often post pictures and stories from events and CA happenings. You can like our Facebook page and Facebook will make sure you get the news in your feed.

LinkedInFollow the CA company page to dive deeper on specific topics or connect with other professionals

Google+We use Google+ and Facebook. Add CA Technologies to your circles and G+ will do the rest.

YouTubeFind corporate and technical videos on CA Technologies Nimsoft and Nimsoft1. At Nimsoft we offer IT related playlists from both of these channels as well as the best of YouTube. Subscribe to any or all.

SlideshareSlideshare includes presentations from our events and webinars, plus great insights from our execs, research analysts, and partners. Subscribe to be informed as we upload more.

Staying connected with CA Nimsoft

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Nimsoft Customer Portal

http://www.nimsoft.com/customerportal

Customer Portal - for creating and viewing cases, viewing knowledgebase articles and submitting “Ideas” (feature requests).

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Nimsoft Support Portal

Support Portal - for downloading software and documentation

http://support.nimsoft.com

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To Register: send the following to nms_portal@ca.com: Company name First & last name (Nimsoft License Holder) Email address Telephone # Title Department

Same login for both:Customer Portal for cases, knowledgebase articles and Ideas

http://www.nimsoft.com/customerportal(You must log out of the Customer Portal before logging into the Support Portal.)

Support Portal for downloading software and documentation

http://support.nimsoft.com

The

Accessing Customer and Support Portals

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CA Supportstandard technical support

Standard technical support gives you Online self-service and case management

24x7 telephone support for SEV1s Direct phone support (local business hours)

Knowledgebase content: technical documents, FAQs, forums, webcasts

Interactive remote diagnostic support via WebEx

Expert troubleshooting

Product and patch downloads Update notifications

North America Business Hours: 0800-1800 Eastern Standard Time.

All other countries are standard hours locally as documented in the Phone Number List

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CA Supportstandard non-technical support

Customer Care answers questions about:

Licensing, including trial software

Account contracts, product history, entitlements, invoices, new orders, etc.

Information on CA Technologies products, services, and education

Directory assistance for CA Technologies offices and teams

Contact Customer Care Online: Submit your question Phone: Phone Number Listing Open 24x7 Multiple languages

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Setting the right severity level

Severity Level

CA Support Response Time

ObjectiveService Level Descriptions

1 1 Hour Critical - reserved for production outages.You must telephone Support for any Severity 1 case.

2 2 Business Hours High – if the condition possibly endangers a production environment. The software may operate but is severely restricted.

3 4 Business Hours Medium – the default priority, meaning that most functions are still usable. But some circumvention may be required to achieve service.

4 1 Business Day Low – problem or question that does not affect the software function.

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share your input

Enter product enhancement requests on the Ideas tab in the Customer Portal

Enhancement Requests are voted upon by the CA Global User Community

requesting an enhancement

Evaluation by Product Management• Systematic review of submitted enhancement requests• Status set as: Accepted, Rejected, or Wish List

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Your satisfaction is important to us!

Cases needing elevated attention

If service expectations are unmet:1. Call CA Support 2. Request to speak to a CA Support

manager (direct transfer or call back by first available manager).

If your case criticality increases:• Change priority online, or • Call CA Support to raise to SEV1

if production-down

Dedicated Global Escalation Management Teams• Focused on quick resolutions

• Monitor escalations and coordinate CA Technologies teams

• Assigned contact to manage your escalation to resolution

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(courses – events – certifications – libraries – more)ca.com/ca-education

CA Services and Education (on ca.com)(implementation, run-and-operate, practice-based, more)ca.com/services

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CA Support Awards and Certifications

Award Winning Customer Satisfaction– FY14 and FY13• Recognized by Omega Management Group for

achieving excellence in customer service and support

• Based solely on customer ratings

• Exemplary customer service and deep commitment to exceeding customer expectations

FY12 Learning Award for Standing Ovation Employee Culture Program

FY11 TSIA Award for Innovative Support

FY10 TSIA Award for Best Practice in Valued Added Support

Customer Success and Support

Support.ca.com

Copyright © 2014 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.

This document is for your informational purposes only. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document “as is” without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or noninfringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised in advance of the possibility of such damages.