Front-Line and After-Hours Support
Front-Line and After-Hours Support
The CA Customer Care team provides Front-Line Support for CA Technologies Commercial Customers, Partners and Enterprise accounts.
Our CA Customer Care Representatives assist you with opening support issues and promptly reaching the appropriate CA Support Engineer working on your issue. We operate in a call-back system within the framework of CA Technologies Support Service Level Objectives (SLOs) (read this document for a full description of SLOs).
| Service Level Objectives |
| Incident Severity |
Initial Response Time |
| 1 |
1 hour |
| 2 |
2 business hours** |
| 3 |
4 business hours** |
| 4 |
1 business day** |
**During normal business hours, as published on CA Support Online, based on the time from when an incident is submitted online or telephonically.
To work with a CA Support Engineer, CA Technologies requires an active maintenance contract for the related product (Value or Enterprise maintenance).
To expedite your request, please have the appropriate information ready when contacting CA Customer Care:
- Site ID or Business Partner ID (Direct or Enterprise account customers)
- Company name and address
- Order ID (Commercial Customers will see this in the right top corner of your Open License Program certificate)
After-Hours Support: After local business hours, support is available for CA Technologies customers with active Enterprise Maintenance.
This service is designed for Severity 1 or system down situations and will be provided in English.
Given the impact a system down might have on your business, we encourage our customers to telephone us for this service.
Do you prefer to open an issue online?
You can open issues on our CA Support Online portal. Opening issues online is not recommended for Severity 1 incidents.
