ca support: easy access. trusted advice. always on. copyright © 2008 ca. all rights reserved. all...

CA Support: Easy Access. Trusted Advice. Always On.Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.

Notes to PresenterAugust 27, 2008 Version

> Remove this slide before presenting

> Change all Red text to customize presentation and make White text throughout (hint: see title slide and last presentation slide)

> Run through this presentation in present mode – practice before presenting…there’s a lot of data to cover and not much time

> You’ll likely do this anyway, but it is highly recommended that you investigate the customer’s background and speak to their specifics

Maintenance status/renewal timeframe

Recent support cases associated with the engagement

Overall support case activities including GSC queries

Kudos from customer’s employees to support

Worldwide locations and language requirements

Etc.

Transition to CA Support ProcessEasy Access – Trusted Advice – Always On

<Client Name> <Date>

Presented by:<Name><Title>


CA Support

Maximizing Customer’s Value with CA Support

Easy Access

Trusted Advice

Always On

CUSTOMER SUCCESS

CUSTOMERCARE

CACUSTOMER

TECHNICALSUPPORT

USERCOMMUNITIES


CA Value Network for Your Success

Technical Support

OptionalOfferings

Professional Services & Education

ImplementationSupport

CA Services, CA Education, CA Support, CA Programs

CA Programs

Specialized Supportfor CA

Services and Partners

CA Services to

CA Support Transition

On-going break-fix Maintenance management On-going education Solution healthchecks Value programs


Technical Support

> Worldwide Availability 7X24 support for Enterprise

IT Management (EITM) Capability Solution and Mainframe products

13 Support Centers

> Trusted Advice

4,100+ new knowledge base documents added last year (75+ per week)

> World Class Service 50% of cases are resolved

within the first 24 hours

80% of cases are resolved within 1 week

Measurement metrics focused on

– Time to resolution

– Your customer satisfaction


Value

Technical Support

Access

&Coverage

CA SupportOnline

SoftwareUpdates, Fixes,

Patches &Notifications


Technical Support – Access and Coverage

> Business critical support for all Severity 1 cases — 24x7

> Online access — 24x7 availability to open and manage cases

> Telephone access

> Named callers

> Remote diagnostics

> Unlimited number of cases

> Customer-determined severity levels

> Local language support for localized CA products


Technical Support – CA Support Online

> Online access — 24x7 availability

> Open, track, update, change priority and close cases

> Patch/fix download

> Product and documentation downloads

> Technical newsgroups and discussion forums

> License key verification

> Knowledge Base

> Search capabilities and relevancy ranking

> Bookmark content

> Environment profile support

> Security authentication and automated password reset


Technical Support – Software Updates, Fixes, Patches & Notifications

> Major releases, minor releases, fixes, patches and service packs

> Documentation

> Electronic update notification

> Hyper notification of critical fixes for products

> Email notification of useful information


Technical Support – Other Options

> Installations, upgrades, migrations or business process re-engineering

> TSANet Membership

> Hardware and platform certification support


CA Support #1 Goal

Your Satisfaction Customer

Severity Level Initial Response Time Service Level Descriptions

1 1 Hour “System Down” or product inoperative condition impacting a production environment.

2 2 Business Hours High-impact business condition possibly endangering a production environment. The software may operate but is severely restricted.

3 4 Business Hours Low-impact business condition with a majority of software functions still usable. However, some circumvention may be required to provide service.

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


Escalation Process

> Your Customer Satisfaction is CA’s #1 Goal

Defined Escalation Process

Dedicated Global Escalation Management Teams

– Focused on quick resolutions

– Monitor escalations and coordinate CA teams

– Named contact to manage your escalation to resolution

> If Support Service Expectations Are Not Met:

1. Call CA Support

2. Request to speak to a CA Support manager.

You are transferred directly to or queued for a callback by the first available CA Support manager.

1. Update your case on CA Support Online.

2. Request a callback or email update from a CA Support manager.

Your update is queued directly to a CA Support manager.


Enhancement Process

> Your Input is Welcome and Encouraged!

1. Enhancement Requests are opened just like any case is opened except they are marked ‘Enhancement Request’

– A case number is assigned for future reference

– Related problem case(s) will be closed and reference the enhancement request case number.

2. CA Product Management systematically reviews Enhancement Requests and defines status as

– Accepted

– Rejected

– Wish List - Enhancement Requests are voted upon by the CA Global User Community

3. You are sent a letter on the status of your Enhancement Request from the CA Product team


Customer Care

> Worldwide Availability 7X24 follow-the-sun operations

Open a case or call the same CA Support number

18 Languages

> Services include Licensing, including permanent

and trial key codes

Non-technical queries for questions about contracts, product history, entitlements, invoices, new orders, etc.

General CA solution and services offerings information

CA Education queries

Directory Assistance for CA and general inquiries regarding CA office locations and CA teams


CA User Communities & Programs

> Global User Communities Peer-to-Peer Networking

Knowledge exchange (best practices, tips & tricks)

Online Forums & Webcasts

Local User Group meetings (where applicable)

Voting and prioritization of product enhancement requests

> Additional CA Programs& Offerings

CA Dev Exchanges

– Connect with CA development

– By invitation

CA Services offerings

– CA Solution healthchecks

– Phased deployment services

CA Education courses

– Learning paths

– Industry certifications


CA Support Custom Offerings

> CA Support Availability Manager (CA SAM)

> CA Maintenance Product Upgrade Service (CA MPS)

> CA Designated Support Engineer (CA DSE)


CA Support Availability Manager (CA SAM)

> A dedicated support professional with extensive knowledge of your business priorities and usage of licensed CA products

Delivers proactive support and communication

– Information about new CA products, solutions and fixes

– An accelerated path to issue resolution

Drives business intelligence

– Analyzes technical support usage patterns

– Develops customizable reports providing detailed product issue status reporting

Facilitates business readiness and continuity

– Notifies CA Support of your upgrade and migration plans

– Facilitates escalation of critical enhancement requests with CA development


CA Maintenance Product Upgrade Service(CA MPS)

> A support offering (available in multiple media types) that delivers the most current maintenance levels of CA z/OS products in a pre-installed format

Increases productivity

– Simplifies tasks associated with CA mainframe software maintenance

– Provides more time for performance and tuning activities

Improves system migration turnaround

– Reduces preparation work associated with creating a migration test environment

Drives system integrity

– Ensures that all system and CA product maintenance requirements are addressed during migration preparation

CA Designated Support Engineer (CA DSE)

> A (remotely based) named support engineer dedicated to owning and coordinating support issues for the CA products that you specify

Ensures in-depth knowledge of your environment

– Delivers thorough, rapid, and targeted responses to specific issues and questions

– Owns and coordinates all product-related technical inquiries

Reduces risk and enhances performance

– Provides proactive notification, guidance related to maintenance and platform releases, and strategic advice on CA technology

Keeps your business running smoothly

– Delivers resolution plans, bi-weekly status updates, problem analysis, and updated release information


CA Support for Your Business Success

>CA Support Online: support.ca.com

>Working with CA Support guide:Go to: CA Support OnlineContact & Support Essentials

Questions?

Thank You!

ca support: easy access. trusted advice. always on. copyright © 2008 ca. all rights reserved. all...

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title slide