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

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 © 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 © 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 © 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 © 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 © 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 © 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 © 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 © 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 © 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 © 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