Welcome to CA Nimsoft Support June 2014 what you’ll learn How to use CA Technologies resources to help maximize the value of your investment How to engage CA Support 2 © 2014 CA. ALL RIGHTS RESERVED. Learning all the latest about CA Nimsoft http://www.ca.com/us/opscenter/ca-nimsoft-monitor.aspx 3 © 2014 CA. ALL RIGHTS RESERVED. 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. 4 © 2014 CA. ALL RIGHTS RESERVED. Staying connected with CA Nimsoft Twitter Follow @nimsoft for the latest IT News and information that matters and know what Nimsoft is up to. Facebook For 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. LinkedIn Follow 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. YouTube Find 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. Slideshare Slideshare 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. 5 © 2014 CA. ALL RIGHTS RESERVED. Nimsoft Customer Portal http://www.nimsoft.com/customerportal Customer Portal - for creating and viewing cases, viewing knowledgebase articles and submitting “Ideas” (feature requests). 6 © 2014 CA. ALL RIGHTS RESERVED. Nimsoft Support Portal http://support.nimsoft.com Support Portal - for downloading software and documentation 7 © 2014 CA. ALL RIGHTS RESERVED. Accessing Customer and Support Portals To Register: send the following to [email protected]: 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 8 © 2014 CA. ALL RIGHTS RESERVED. CA Support standard 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: Interactive remote diagnostic support via WebEx Expert troubleshooting technical documents, FAQs, forums, webcasts North America Business Hours: 0800-1800 Eastern Standard Time. Product and patch downloads 9 Update notifications © 2014 CA. ALL RIGHTS RESERVED. All other countries are standard hours locally as documented in the Phone Number List CA Support standard 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 10 © 2014 CA. ALL RIGHTS RESERVED. Setting the right severity level Severity Level 11 CA Support Response Time Objective Service Level Descriptions 1 1 Hour Critical - reserved for production outages. 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 You must telephone Support for any Severity 1 case. Low – problem or question that does not affect the software function. © 2014 CA. ALL RIGHTS RESERVED. requesting an enhancement 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 Evaluation by Product Management • Systematic review of submitted enhancement requests • Status set as: Accepted, Rejected, or Wish List 12 © 2014 CA. ALL RIGHTS RESERVED. Cases needing elevated attention Your satisfaction is important to us! If your case criticality increases: If service expectations are unmet: • Change priority online, or • Call CA Support to raise to SEV1 if production-down 1. Call CA Support 2. Request to speak to a CA Support manager (direct transfer or call back by first available manager). Dedicated Global Escalation Management Teams • Focused on quick resolutions • Monitor escalations and coordinate CA Technologies teams • Assigned contact to manage your escalation to resolution 13 © 2014 CA. ALL RIGHTS RESERVED. CA Services and Education (on ca.com) ca.com/services (implementation, run-and-operate, practice-based, more) ca.com/ca-education (courses – events – certifications – libraries – more) 14 © 2014 CA. ALL RIGHTS RESERVED. 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 15 FY11 TSIA Award for Innovative Support © 2014 CA. ALL RIGHTS RESERVED. FY10 TSIA Award for Best Practice in Valued Added Support Support.ca.com Customer Success and Support 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.