Troubleshooting › Contact CA Support › Describe and Prioritize the Problem

Describe and Prioritize the Problem

If you are unable to resolve the problem, please have the following information ready before contacting CA Support:

1. Identify the context in which the problem occurred:

   Initial installation

   Problem during the installation of the product

   Product upgrade

   Problem during the installation of a maintenance tape or new version

   Pilot project

   Problem occurring during a pilot project

   Test

   Problem with something that is not in production

   Production

   Problem with something that is currently in production

2. If this is a new installation, product upgrade, pilot project, or problem with a test system, list the steps followed up to this point.
3. If the problem occurred in a production environment, describe the following in detail:
   1. The attempted activity, with expected results and actual results
   2. The attempts to resolve the problem and their results

   Note: The very act of producing an accurate description of the problem might be sufficient for you to determine its cause and perhaps a way to correct it. If not, an accurate description assists the CA Support Specialist in helping you to resolve it.

4. CA uses a rating system to expedite resolution of support calls. Use the following guide to establish the severity of your problem.

   1

   Production system down or major business impact

   2

   Major component nonfunctional or serious business impact

   3

   Minor component nonfunctional or moderate business impact

   4

   General question or a noncritical problem

5. Make a photocopy of each of the following forms and complete the applicable sections of each form.

   Support Contact Information form

   Prior to making the call, use this form to record all the information required by the CA Support Specialist. During the call, use this form to record all the information the Specialist provides. See SUPPORT CONTACT INFORMATION.

   Support Contact Number Log

   Use this form to keep a permanent record of the contact numbers associated with the issues about which you contact CA Support. If an issue which has been closed reappears due to incomplete resolution, this form can serve as a reference of the original contact number so that the Specialist can reactivate the appropriate file. See SUPPORT CONTACT NUMBER LOG.