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Global Customer Success
Enhanced Support Services
Discover the advantages designated support engineers who know
you, under...
2 © 2015 CA. ALL RIGHTS RESERVED.
The Global Customer Success Team
WE POWER THE GLOBAL INNOVATION LEADERS THAT POWER THE G...
3 © 2015 CA. ALL RIGHTS RESERVED.
Add to Standard Support: Optional Support Services
Global Customer Success Support Servi...
4 © 2015 CA. ALL RIGHTS RESERVED.
Enhanced Support Services
Choosing to add Enhanced Support
Services to your maintenance ...
5 © 2015 CA. ALL RIGHTS RESERVED.
Is Enhanced Support Services right for me?
“My critical business systems are
closely ali...
6 © 2015 CA. ALL RIGHTS RESERVED.
Key Features
 Designated Support Engineer
familiar with your business and IT
environmen...
7 © 2015 CA. ALL RIGHTS RESERVED.
The designated engineer is part of your team
Direct Dial
 It’s like having a CA product...
8 © 2015 CA. ALL RIGHTS RESERVED.
Privileged Access to Product Information
All CA Support Engineers are constantly
updatin...
9 © 2015 CA. ALL RIGHTS RESERVED.
Software Maintenance and Upgrades
Stop delaying upgrades and take
advantage of the lates...
10 © 2015 CA. ALL RIGHTS RESERVED.
Tiered Service Available
CA Enhanced Support Services Silver Gold Platinum
Utilization ...
11 © 2015 CA. ALL RIGHTS RESERVED.
Learn more about a day-in-the-life of a
CA Support Engineer
Learn more about your suppo...
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Enhanced Support Services from CA Technologies

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Discover the advantages designated support engineers who know you, understands your environment, and are available with one phone call to a direct line. Learn more about Enhanced Support Services at http://www.ca.com/Support

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Enhanced Support Services from CA Technologies

  1. 1. Global Customer Success Enhanced Support Services Discover the advantages designated support engineers who know you, understands your environment, and are available with one phone call to a direct line September 2015
  2. 2. 2 © 2015 CA. ALL RIGHTS RESERVED. The Global Customer Success Team WE POWER THE GLOBAL INNOVATION LEADERS THAT POWER THE GLOBAL ECONOMY 1200+ CUSTOMER SUCCESS TEAM MEMBERS FOCUSED ON POSITIVE CUSTOMER EXPERIENCE TSIA AWARD INNOVATIVE SUPPORTLEARNING AWARD FOR STANDING OVATION EMPLOYEE CULTURE PROGRAM 20+ YEARS AVERAGE TENURE, WITH 9 MAJOR LANGUAGES AT OVER 24 WORLDWIDE SITES
  3. 3. 3 © 2015 CA. ALL RIGHTS RESERVED. Add to Standard Support: Optional Support Services Global Customer Success Support Services Overview No Active Support Maintenance  Self Service Support available  Community search  Basic knowledge base article search Standard Support Maintenance  Customer Care access  Extended knowledge base article search  Chat support  Open a support case online or via phone  Standard response times  Subscription based product updates  Subscription based onboarding program  Web based education programs  Online diagnostic tools Extended Support for EOS/EOL Activates standard maintenance benefits for End-of-Life or End-of-Service products Upgrade Support Services Short-term designated support engineer during upgrade services engagement  Regular account assessment meetings during upgrade  Open a case on my behalf  Designated, Direct-dial engineer  Priority response Enhanced Support Services Long-term designated product support engineer assignment  Direct dial access  Priority response  Onsite visits  Technical consulting, planning and strategy  Proactive comparative assessments  Privileged access to CA product teams Customer Success Advocate Program Long-term personal concierge to all things CA  Executive reporting  Advanced, customized account management with relationship surveys  Extended value programs  Education planning  Product portfolio management  Privileged access to CA teams
  4. 4. 4 © 2015 CA. ALL RIGHTS RESERVED. Enhanced Support Services Choosing to add Enhanced Support Services to your maintenance means you have a direct line to the same engineer any time you have a question or an issue. Available for:  Customers worldwide  CA Technologies products and solutions (you select covered program)  Deployments on any size environment  Contracted for one or multiple years
  5. 5. 5 © 2015 CA. ALL RIGHTS RESERVED. Is Enhanced Support Services right for me? “My critical business systems are closely aligned with CA solutions” “If we are considering scaling our infrastructure in any direction, our CA footprint is definitely part of that conversation” “Any outage, error, or technical issues can come at a high cost”
  6. 6. 6 © 2015 CA. ALL RIGHTS RESERVED. Key Features  Designated Support Engineer familiar with your business and IT environment.  Personal, prioritized response to technical issues.  Product-specific guidance during upgrades and patch implementations.  On-site meetings to review business needs and IT results.  Expert insight on how to configure, operate, and troubleshoot your system.
  7. 7. 7 © 2015 CA. ALL RIGHTS RESERVED. The designated engineer is part of your team Direct Dial  It’s like having a CA product specialist sitting next to you. Call your support engineer directly for priority response whether it’s a simple question or a high priority issue On-site Visits  You choose the agenda and the date, and your designated support engineer will be armed with a deep-dive of your technical footprint and analysis
  8. 8. 8 © 2015 CA. ALL RIGHTS RESERVED. Privileged Access to Product Information All CA Support Engineers are constantly updating knowledge base articles and documentation to keep all customers updated.  With Enhanced Support Services you get proactive, priority notifications direct from your engineer  Designated engineers also have authority to arrange meetings with product management and CA Services teams upon request
  9. 9. 9 © 2015 CA. ALL RIGHTS RESERVED. Software Maintenance and Upgrades Stop delaying upgrades and take advantage of the latest technology  Enhanced Support Services offer joint planning and strategy sessions to help plan for your next upgrade  Having a designated engineer means you have priority support when upgrading or applying patches Short-term designated engineers are available with the purchase of Upgrade Services ca.com/services for more details
  10. 10. 10 © 2015 CA. ALL RIGHTS RESERVED. Tiered Service Available CA Enhanced Support Services Silver Gold Platinum Utilization of CA Enhanced Support Engineer 20% 50% 100% Days of on-site visits 4 20 40 Direct line to designated CA Enhanced Support Engineer    Technical support consulting with knowledge sharing    Product-related assistance during CA Services implementations    Guidance when upgrading or applying patches    Joint planning and strategy sessions    Priority response to technical issues    Comparative assessment   Request a Quote for Enhanced Support Services here
  11. 11. 11 © 2015 CA. ALL RIGHTS RESERVED. Learn more about a day-in-the-life of a CA Support Engineer Learn more about your support engineers in our CA Communities Learn how CA has expanded the definition of technical support Learn more about CA Support Engineers

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