welcome to ca nimsoft support june 2014. 2 © 2014 ca. all rights reserved. what you’ll learn how...
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Welcome to CA Nimsoft Support
June 2014
2 © 2014 CA. ALL RIGHTS RESERVED.
what you’ll learn
How to use CA Technologies resources to help maximize the value of your investment
How to engage CA Support
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Learning all the latest about CA Nimsoft http://www.ca.com/us/opscenter/ca-nimsoft-monitor.aspx
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Options for getting help
Many how-to questions can be addressed without opening a support case by taking advantage of our online videos, support forums, or social media (Facebook, Twitter).
Contact CA Support via the Nimsoft Customer Portal or phone for expert help with break-fix or any other issues.
Use the “Ideas” tab in the Customer Portal for Feature Requests
Other community members can see the requests and vote on them.
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TwitterFollow @nimsoft for the latest IT News and information that matters and know what Nimsoft is up to. FacebookFor a more visual experience., we often post pictures and stories from events and CA happenings. You can like our Facebook page and Facebook will make sure you get the news in your feed.
LinkedInFollow the CA company page to dive deeper on specific topics or connect with other professionals
Google+We use Google+ and Facebook. Add CA Technologies to your circles and G+ will do the rest.
YouTubeFind corporate and technical videos on CA Technologies Nimsoft and Nimsoft1. At Nimsoft we offer IT related playlists from both of these channels as well as the best of YouTube. Subscribe to any or all.
SlideshareSlideshare includes presentations from our events and webinars, plus great insights from our execs, research analysts, and partners. Subscribe to be informed as we upload more.
Staying connected with CA Nimsoft
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Nimsoft Customer Portal
http://www.nimsoft.com/customerportal
Customer Portal - for creating and viewing cases, viewing knowledgebase articles and submitting “Ideas” (feature requests).
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Nimsoft Support Portal
Support Portal - for downloading software and documentation
http://support.nimsoft.com
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To Register: send the following to [email protected]: Company name First & last name (Nimsoft License Holder) Email address Telephone # Title Department
Same login for both:Customer Portal for cases, knowledgebase articles and Ideas
http://www.nimsoft.com/customerportal(You must log out of the Customer Portal before logging into the Support Portal.)
Support Portal for downloading software and documentation
http://support.nimsoft.com
The
Accessing Customer and Support Portals
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CA Supportstandard technical support
Standard technical support gives you Online self-service and case management
24x7 telephone support for SEV1s Direct phone support (local business hours)
Knowledgebase content: technical documents, FAQs, forums, webcasts
Interactive remote diagnostic support via WebEx
Expert troubleshooting
Product and patch downloads Update notifications
North America Business Hours: 0800-1800 Eastern Standard Time.
All other countries are standard hours locally as documented in the Phone Number List
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CA Supportstandard non-technical support
Customer Care answers questions about:
Licensing, including trial software
Account contracts, product history, entitlements, invoices, new orders, etc.
Information on CA Technologies products, services, and education
Directory assistance for CA Technologies offices and teams
Contact Customer Care Online: Submit your question Phone: Phone Number Listing Open 24x7 Multiple languages
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Setting the right severity level
Severity Level
CA Support Response Time
ObjectiveService Level Descriptions
1 1 Hour Critical - reserved for production outages.You must telephone Support for any Severity 1 case.
2 2 Business Hours High – if the condition possibly endangers a production environment. The software may operate but is severely restricted.
3 4 Business Hours Medium – the default priority, meaning that most functions are still usable. But some circumvention may be required to achieve service.
4 1 Business Day Low – problem or question that does not affect the software function.
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share your input
Enter product enhancement requests on the Ideas tab in the Customer Portal
Enhancement Requests are voted upon by the CA Global User Community
requesting an enhancement
Evaluation by Product Management• Systematic review of submitted enhancement requests• Status set as: Accepted, Rejected, or Wish List
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Your satisfaction is important to us!
Cases needing elevated attention
If service expectations are unmet:1. Call CA Support 2. Request to speak to a CA Support
manager (direct transfer or call back by first available manager).
If your case criticality increases:• Change priority online, or • Call CA Support to raise to SEV1
if production-down
Dedicated Global Escalation Management Teams• Focused on quick resolutions
• Monitor escalations and coordinate CA Technologies teams
• Assigned contact to manage your escalation to resolution
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(courses – events – certifications – libraries – more)ca.com/ca-education
CA Services and Education (on ca.com)(implementation, run-and-operate, practice-based, more)ca.com/services
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CA Support Awards and Certifications
Award Winning Customer Satisfaction– FY14 and FY13• Recognized by Omega Management Group for
achieving excellence in customer service and support
• Based solely on customer ratings
• Exemplary customer service and deep commitment to exceeding customer expectations
FY12 Learning Award for Standing Ovation Employee Culture Program
FY11 TSIA Award for Innovative Support
FY10 TSIA Award for Best Practice in Valued Added Support
Customer Success and Support
Support.ca.com
Copyright © 2014 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.
This document is for your informational purposes only. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document “as is” without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or noninfringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised in advance of the possibility of such damages.