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

Preparing to Call About an Open Issue

When you call CA Technical Support about an open issue, refer to the issue by contact number, not by the name of the technician with whom you previously spoke. The issue could have been transferred to a different group internally, and a new technician could have assumed responsibility for further action on the issue. All prior history of the contact is retained in the CA Technical Support tracking and reporting system under that contact number, so the technician has immediate access to it.

Before you call, have the following available:

• The Support Contact Information form containing the CA-supplied information:
  • The name of the CA Technical Support technician
  • Contact number
  • Issue number (if there is more than one issue associated with the contact number)
  • Solution number, if provided
  • Your CA site ID

  Note: If you no longer have the Support Contact Information form, look up the contact number recorded on your Support Contact Number Log form.

• A brief description of the nature of this call.