Transition to Support presentation

Report
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
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© 2014 CA. ALL RIGHTS RESERVED.
Learning all the latest about CA Nimsoft
http://www.ca.com/us/opscenter/ca-nimsoft-monitor.aspx
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© 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.
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© 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.
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© 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).
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© 2014 CA. ALL RIGHTS RESERVED.
Nimsoft Support Portal
http://support.nimsoft.com
Support Portal - for
downloading software
and documentation
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© 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
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© 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

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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
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© 2014 CA. ALL RIGHTS RESERVED.
Setting the right severity level
Severity
Level
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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
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© 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
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© 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)
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© 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
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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.

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