Troubleshooting and Technical Support › CA TLC: Total License Care › Preparing to Call About a New Issue

Preparing to Call About a New Issue

Before you call, have the following information available:

• A photocopy of the Support Contact Information form (see the section Support Contact Information Form later in this appendix) with all available information logged
• A Support Contact Number Log with the date of the call recorded in the Date Opened field (see the section Support Contact Number Log Form later in this appendix)
• A history of the problem
• All available diagnostic data (see the section Collecting Diagnostic Data earlier in this appendix)

Ensure that the person calling CA Technical Support is familiar with CA View, the current release, the current maintenance level, the details of the problem reported, and the various options and features in use; or the person has immediate access to someone who has this information.