Phase 3 - CA-Technical Support › Contacting Technical Support

Contacting Technical Support

CA provides 24-hour support, 365 days a year. If you need technical assistance with your CA product, there are four ways to obtain it:

• During normal business hours, call the support number for the product with which you are having a problem, and you will be connected with a support representative. If a technician is not available, your call will be logged and a technician will return your call as soon as possible.

  If you are calling with a severity one problem and do not get a technician immediately, the receptionist will ask you if you would like to stay on hold until a technician is available. The support number for the CA VM products is 908-874-9605. (The individual support numbers are listed in the Product Support Directory,located at http://support.cai.com.)

• A toll free number 1-800-645-3042 is also available to you for support calls. Calls logged there will be returned in a timely fashion. This number is also to be used to request after-hours emergency support for all products. If you are calling from outside of North America or if the 800 number is not accessible to you please contact your local CA Support Center.
• If you wish to contact the center through FAX, you may do so using the following number: 908-874-9178.

  Note: Only your local CA Technical Support Center can provide native language assistance. Please use English when contacting any North American center.

• CA-Total Client Care (CA-TCC) provides internet access to the CA centralized client support database at http://support.cai.com. This includes access to Program Temporary Fixes (PTFs), PIBs, and PMLs for all environments, and direct problem reporting and tracking capabilities.

There are two kinds of technical support available: primary and emergency. Primary service is provided for all CA products during normal business hours. Emergency service is available after primary service hours for severity one problems only.

When contacting technical support, have the following information available:

• Your site ID (a six digit ID which uniquely identifies your site). This number can be found on the labels of most mailings received from CA, or may be obtained from your account manager.
• The product name, release number, operating system and genlevel
• Your name, telephone number, and extension (if any)
• Your company name
• The severity code—This is a number from one to four that you assign to the problem. Use the following guidelines when determining the severity of the problem:

  1—A “system down” or inoperative condition

  2—A suspected high-impact condition associated with the product

  3—A question concerning product performance or an intermittent low-impact condition associated with a product

  4—A question concerning general product utilization or implementation

• Any documentation that may help in resolving the problem, including dumps, compiler listings, etc.

Refer to the Product Support Directory for the individual primary service support numbers for each of your CA products. For severity one calls during emergency service hours, you should always call 1-800-645-3042 so that a technician on call can be paged to return your call.

Note: Requests for services such as: orders for documentation, maintenance tapes, requests for products, information about education, on-site assistance, or requests for new features or design changes to CA Top Secret may be directed to your Regional Account Representative.