Troubleshooting › Contact CA Support › Make the Call

Make the Call

1. Provide the CA Support Specialist with the following information:
   • Your CA Client ID, if known
   • Severity of your problem
   • "Your Company Information" (see Support Contact Information on SUPPORT CONTACT INFORMATION)
   • History of your problem

   Note: When you call about a new issue, do not use a contact number previously assigned for a different issue. This could impede the resolution of your current problem.

   If you do not know your CA Client ID or are not certain what the problem severity code should be, the Specialist provides this information to you. Record the Client ID and severity level on the Support Contact Information form.

2. The Specialist enters your issue(s) in the CA Support tracking system and give you a contact number and, if you address multiple issues, the issue numbers. Record this information on the Support Contact Information form.
3. The Specialist might request that you:
   • Relate additional information.
   • Follow directions on a terminal to perform directed troubleshooting.
   • Relate certain options in use at your site.
4. If a solution is determined at the initial call, the Specialist gives you a solution number. Record the solution number on the Support Contact Information form. Also, record the current date under "Date Closed" on the Support Contact Number Log.
5. If the problem cannot be resolved immediately over the phone, the Specialist gives you a solution number and advise you to expect the solution in the form of a module replacement, ZAP, or source change. As soon as the solution is ready, the Specialist supplies it to you by one of the following methods:
   • FAX, telex, or through the mail
   • Over the telephone
   • On tape
   • Through the online client support system
6. If the solution resolves the problem, record the date of resolution under "Date Closed" on the Support Contact Number Log. Otherwise, continue the dialog with the Specialist until the problem is resolved.