enhanced support services from ca technologies
TRANSCRIPT
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
2 © 2015 CA. ALL RIGHTS RESERVED.
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
3 © 2015 CA. ALL RIGHTS RESERVED.
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
4 © 2015 CA. ALL RIGHTS RESERVED.
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
5 © 2015 CA. ALL RIGHTS RESERVED.
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”
6 © 2015 CA. ALL RIGHTS RESERVED.
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.
7 © 2015 CA. ALL RIGHTS RESERVED.
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
8 © 2015 CA. ALL RIGHTS RESERVED.
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
9 © 2015 CA. ALL RIGHTS RESERVED.
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
10 © 2015 CA. ALL RIGHTS RESERVED.
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
11 © 2015 CA. ALL RIGHTS RESERVED.
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