Troubleshooting and Technical Support › CA TLC: Total License Care › Making the Call

Making the Call

When you call CA Technical Support, you are connected directly to a technician for CA View. If no CA View technician is available, a technical administrator records your problem in the CA Technical Support tracking system.

All calls are returned in the order received and by degree of severity. The next available technician returns your call as soon as possible.

1. Provide the CA Technical Support technician with the following information:
   • Your CA site ID and PIN number, if known
   • The severity rating of your problem
   • Your company information (see the section Support Contact Information Form later in this appendix)
   • A brief description of the problem

   Note: When you call about a new issue, do not refer to a contact number previously assigned for a different issue; this could impede the resolution of your current problem.

   If you do not know your CA site ID or the problem severity code, the technician provides this information. Record the site ID and severity level on the Support Contact Information form.

2. When the technician enters your issue in the tracking system, record the information provided by the technician on the Support Contact Information form.

   This information includes a contact number and, if you address multiple issues, the issue numbers.

3. The technician can request that you:
   • Provide additional detailed information
   • Forward applicable diagnostic documentation
   • Perform troubleshooting procedures as directed
   • Relate site-specific environmental information
4. If a solution is determined during the initial call, record the solution on the Support Contact Information form. Also, be sure to record the current date under Date Closed on the Support Contact Number Log form.