A one-page summary of the best practices for working with CA Nimsoft support. Includes links to reference documentation.

1. REGISTER for Support
• LICENSE holder sends email to nms_portal@ca.com
• INCLUDE name, email and phone#
• Support sends a reply email with temporary password
Severity Level Descriptions
• DEFINE the problem accurately and concisely
• KNOW your NMS/UMP and PROBE versions
• OUTLINE the steps to reproduce the problem!
• UPLOAD
REFERENCE links
OPEN a case
• http://nmsservernameORipaddress:8008
• http://umpservernameORipaddress/html/version.txt!
• LOG files
• CONFIGURATION files
• SCREENSHOTS and/or SCREEN CAMS
• HINT: Increase the log level then reproduce the error
and upload with the case
CA Support Policy & Terms
Service Level Objectives
Response Times
• CA Nimsoft MONITOR COMPATIBILITY matrix - http://support.nimsoft.com/downloads/doc/NMSCompatibility_SupportMatrix_current.pdf
• CA Nimsoft PROBES support matrix - http://support.nimsoft.com/downloads/doc/Platform_Support_Availability_current.pdf
• CA Nimsoft SERVICE DESK COMPATIBILITY matrix - http://support.nimsoft.com/downloads/doc/NSDCompatibility_SupportMatrix_current.pdf
• CA Nimsoft RESOURCES - http://www.ca.com/us/products/detail/ca-nimsoft-monitor/resources.aspx
Use the SUPPORT PORTAL to DOWNLOAD software and get links to DOCUMENTATION
Dudley Smith 140214
Working Effectively with CA Nimsoft Support
Severity 1/“Critical” - 1 hour
Severity 2/“High” - 2 business hours**
Severity 3/“Medium” - 4 business hours**
Severity 4/“Low” - 1 business day**
**During normal business hours, as published by CA Support
Online, based on the time that an incident is initially submitted
electronically or telephonically.
"Severity 1" means “System Down” or a product-inoperative condition impacting a production environment for which no Workaround is
immediately available, such as (i) production server or other mission critical systems are down; (ii) a substantial portion of mission-critical
data is at a significant risk of loss or corruption; (iii) a substantial loss of service; (iv) business operations have been severely disrupted; or
(v) an incident in which the software causes catastrophic network or system failure or that compromises overall system integrity or data
integrity when the software is installed or when it is in operation (i.e. system crash, loss or corruption of data, or loss of system security)
and significantly impacts ongoing operations in a production environment.
"Severity 2" means a high-impact business condition possibly endangering a production environment. The software may operate but is
severely restricted.
"Severity 3" means a low-impact business condition with a majority of software functions still usable; however, some circumvention may
be required to provide service.
"Severity 4" means (i) a minor problem or question that does not affect the software function, (ii) an error in software product
Documentation that has no significant effect on operations; or (iii) a suggestion for new features or software product enhancement.
CONTACT Support
SEVERITY 1!
BY PHONE ONLY
NMS - Phone Directory by Country
!
NSD - 877-847-6912 (USA)
SEVERITY 2 - 4
Through the CUSTOMER Portal
• Create/view cases
• by individual and email domain
• View KB articles
• Submit Feature Requests
• via the “IDEAS” forum