Troubleshooting and Technical Support › CA TLC: Total License Care › Describing the Problem

Describing the Problem

Do the following steps before calling CA Technical Support:

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

   Note: The very act of producing an accurate description of the problem can suggest its cause and perhaps a way to correct it. If not, an accurate description assists the CA Technical Support technician in helping you to resolve it.

4. Prioritize the problem.

   Problem Severity Rating

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

1

Signifies that the production system down or major business impact.

2

Signifies major component nonfunctional or serious business impact.

3

Signifies minor component nonfunctional or moderate business impact.

4

Signifies general question or a noncritical problem.

1. Photocopy the following forms (located later in this appendix) and complete the applicable sections:
   • Support Contact Information form

     Before making the call, use this form to record all the information required by the CA Technical Support technician. During the call, use this form to record all the information the technician provides. (See the section Support Contact Information Form later in this appendix.)

   • Support Contact Number Log form

     Use this form to keep a permanent record of the contact numbers associated with the issues about which you contact CA Technical Support. If an issue that has been closed reappears due to incomplete resolution, this form can serve as a reference of the original contact number so that the technician can reactivate the appropriate file. (See the section Support Contact Number Log Form later in this appendix.)