CA Customer Care Frequently Asked Questions - CA Technologies
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CA Customer Care and CA Support Frequently Asked Questions

Contents

CA Customer Care
Licensing
CA Support Online - General
CA Support Online - Troubleshooting
CA Support Online - Case Processing

CA Customer Care

  1. How do I obtain a product upgrade?

    You may obtain an upgrade if you have an active maintenance agreement. If your product is available electronically then you can download the new version from the CA Support v, or you can open a request online or call CA Customer Care. Be sure to provide your valid contract number or order ID. The CA Customer Care request form and contact information can be found on the CA Customer Care page.

  2. Where can I purchase CA products?

    To purchase CA products directly from CA, contact a CA Customer Care Specialist, who will engage the appropriate CA Account Manager for you. To purchase CA products from a CA reseller, visit our Partner Locator. Define your geographic location information and the product you wish to purchase. Click Search. A list of resellers is displayed.

    CA Recovery Management and CA Data Modeling products can only be purchased from certified CA resellers. Find a CA reseller by visiting our Partner Locator.

  3. How do I locate a CA reseller?

    You can find a CA reseller by visiting our Partner Locator. Define your geographic location information and the product you wish to purchase. Click Search. A list of resellers is displayed.

  4. How can I update my company information?

    Your company information can be updated by contacting CA Customer Care. A Specialist will gather your information and begin the update process.

  5. How can I obtain invoice information?

    You can obtain invoice information by contacting CA Customer Care with your invoice number, site ID or contract number.

  6. How can I find my order history or learn when my contracts will expire?

    You can obtain product order history and contract expiration dates by contacting CA Customer Care with your site ID, contract or order ID.

  7. What languages are provided by CA Customer Care?

    The languages provided by CA Customer Care are English, French, Italian, German, Spanish, Brazilian Portuguese, Mandarin, Korean, and Cantonese.

  8. How do I obtain a quote for CA Data Modeling products?

    CA Data Modeling products are only sold through certified CA resellers so CA cannot issue quotes directly to customers for these products. Please find a CA reseller by visiting our Partner Locator. CA Customer Care can assist by providing product part codes, which will enable resellers to quote the correct solutions for you. The CA Customer Care request form and contact information can be found on the CA Customer Care page.

  9. Where can I download CA Data Modeling products?

    These CA products are sold through CA resellers and are not accessible from CA Support Online. You can find the latest versions on the ERwin page. These trials are the full product versions but require registration of your license keys or temporary operation will result. Trial periods vary by CA product.

  10. What do I need to do to open a support case with CA?

    You can open a case online via CA Support Online. You will need your CA site ID to open a case online or to obtain telephone support. You must have active maintenance to obtain support. If you obtained your CA product from a reseller and have a maintenance contract with that reseller, please contact that CA reseller.

  11. How do I know if I have an active support and maintenance agreement for my product?

    Customers who purchased their CA products through a certified CA reseller and the Open License Program (OLP) will receive an OLP Order Certificate statement that shows the maintenance start and end dates and contains the product license keys. Customers who purchase their CA products directly from CA should contact CA Customer Care for contract information.

  12. Where do I find my six-digit site ID?

    If you have previously ordered CA software, your six-digit site ID is automatically included in any subsequent orders. If you have never before contacted CA Support or are not registered for CA Support, you can contact CA Customer Care to obtain your six-digit site ID.

  13. How do I renew my expired support maintenance agreement?

    Contact CA Customer Care and provide your contract number or order ID.

  14. Where can I find a list of CA Support numbers?

    See the list of CA Support numbers by country.

Licensing

  1. What do I do if I need a new license or need help with my license?

    The CA Licensing department is responsible for licenses when you have a problem with a license or need a new license. You can contact the CA Licensing department by calling CA Customer Care or by opening a Licensing Issue Request.

    Please refer to the licensing page on CA Support Online. Here you will find more information regarding CA Licensing, opening a licensing issue, downloading licenses and more.

  2. Where can I get more licensing information for CA ERwin®?

    Please visit the CA ERwin product support page and use the support resources for assistance.

CA Support Online - General

  1. What internet browsers can be used with CA Support Online and the services it provides?

    CA Support has tested and validated Microsoft Internet Explorer versions 6.x and above and Mozilla Firefox version 3.x for use with CA Support Online and associated services.

  2. Who has access to CA Support Online?

    Any CA customer can register to use CA Support Online. However, certain CA Support Online features, such as case management, are accessible only to customers having the appropriate active maintenance agreement entitlement.

  3. How do I register for CA Support Online?

    If you are not registered for ca.com, go to CA Support Online and click Register. Complete the registration information and select Also Register For: CA Support. Please select the type of customer identification number you are providing and specify your identification number. (Note: For example, a CA site ID is a six-digit number.) Complete the mandatory fields marked with a red asterisk and submit your request. CA Customer Care will process your request and provide you with your login details generally within 24 to 48 hours.

    If you are registered for support.ca.com, but only have basic access to CA Support Online, login to CA Support Online and click My Account. Choose CA Support from the menu and complete the information requested. Select the type of customer identification number you are providing and specify your identification number. (Note: For example, a CA site ID is a six-digit number.) Complete the mandatory fields marked with a red asterisk and submit your request. CA Customer Care will process your request and provide you with your login details generally within 24 to 48 hours.

    Note: If you are requesting access to your client's site, please use your client's identification number, indicate that you are requesting access to your client's site in the Comments box and submit your request. Be prepared to provide written confirmation from your contact at the site indicating approval for your access to the site. CA reserves the right to contact your client to confirm approval to access their site.

  4. How long does it take for my CA Support Online registration to take effect?

    Once you activate your account after you register, you will have basic access to CA Support. You will not be able to access any functions that require active maintenance. In order to access functions that require active maintenance, you need to explicitly register for access to CA Support as part of your registration process. Please allow one business day for your CA Support access to be activated. You may want to register as soon as possible to avoid delay should you later need to open a support case online.

  5. When registering for CA Support with my site ID to get support for the products associated with that site ID, can I register with a non-corporate email address, like hotmail or gmail?

    No. CA's standard business process requires users who register for CA Support with a site ID to get support for the products associated with that site ID, to provide a corporate email account affiliated with the site ID.

  6. Do I need to be registered on CA Support Online before I can use telephone-based Support?

    No. You can telephone CA Support and log a case but you will need your six-digit site ID.

  7. Can I search for solutions to my problem?

    Yes, solutions are published and updated regularly with new or revised information. Enter your criteria in the Search field on the top right corner of the web page and select Support once the results are displayed. You are able to search for existing solutions, problems, Frequently Asked Questions (FAQs) and more.

  8. How do I get Service Packs, fixes and patches?

    If you have an active maintenance agreement with CA, you are eligible for upgrades, updates and fixes to your licensed software, documentation updates, and new releases as they are made commercially available. These are available from the Download Center on CA Support Online. If you require a specific media format and it has been made available, you may request that format by contacting CA Customer Care for assistance. Not all products and upgrades are available in all media formats.

  9. How do I know when a new update, Service Pack or fix is available?

    To get instant notifications, you can subscribe to Proactive Notifications and Hypers on CA Support Online Hyper Subscriptions service. (Note: This link is accessible only when you are logged into CA Support Online.) Subscribed Notifications automatically notify you via email as critical updates, fixes or solutions become available. Alternatively, you can log into CA Support Online, navigate to the Product Home Page for your product and view the Solutions & Patches section.

  10. Can I provide CA with details of my environment before I open a case?

    Yes. Within CA Support Online there is a Profile area whereby you can define and maintain your Environment Profile. Please use this section to provide details of your environment which could assist CA Support when working with your cases and speed resolution.

  11. How do I update my email address?

    If you have access to site specific information (you registered for CA Support) then the option to update your email address is not on CA Support Online for security reasons. Please open a support case, define CA Support Online as the product, and request an update to your email address. Please provide both the old email address and the new email address. Please note if your email domain is different than the Site IDs you currently have access to, you may be required to provide written authorization to retain access to those sites.

    If you only have basic access to CA Support then you can change you email address on the update profile page.

  12. How can I register for access to additional sites?

    To request access to additional sites, please log into CA Support Online, click the Additional Site Access link, and complete the requested fields. You will need the site IDs of the additional sites for which you are requesting access.

    If you are requesting access to your client's site, please use your client's identification number, indicate that you are requesting access to your client's site in the Comments box and submit your request. Be prepared to provide written confirmation from your contact at the site indicating approval for your access to the site. CA reserves the right to contact your client to confirm approval to access their site.

  13. How can I register for technical newsletters?

    As part of the registration process, you can register for the appropriate electronic newsletters. If you are already registered then you can update your registrations on the update profile page.

CA Support Online - Troubleshooting

  1. Why am I unable to open cases for some or all of my products?

    To open a case for your product, you must have an active maintenance agreement for that product. If you are missing a product that was recently purchased, you also may want to verify that your CA Support Online My Product List (which is a tab on the My Account page) is updated with the products for which you are entitled to open cases.

    Contact CA Customer Care to request support for CA Support Online if your contracts and My Product List appear current and you still cannot open issues.

  2. What does the error message "no portal roles assigned" mean?

    When you cannot log into CA Support Online and receive this error, it means that your profile does not have a site ID or region defined. Please contact CA Customer Care to request support for CA Support Online.

  3. Why does a licensed product show unlicensed and issue error messages when there is a Service Pack upgrade?

    Any CA product that uses a 25 character key code for licensing will encounter this problem during upgrade. The CA products that primarily is affected is CA ERwin®. The Service Pack Upgrade is a re-installation of the product. Every re-install of the product requires the product to be re-licensed.

  4. Where can I get more troubleshooting information for CA ERwin®?

    Please visit the CA ERwin product support page and use the support resources for assistance.

CA Support Online - Case Processing

  1. Can I still obtain support if I do not have my CA site ID?

    Yes, if you have a valid maintenance contract for the product. CA Support may need to contact the reseller from whom you purchased your CA product or your Account Manager or CA Support Availability Manager to verify details. This could cause a slight delay. It is therefore more efficient to have your CA site ID available before calling CA Support.

  2. What if the case involves another vendor?

    CA is a member of TSANet® (Technical Support Alliance Network), which enables CA to work with other registered vendors. Where possible, CA Support works with other vendors to help identify a resolution.

  3. Does CA provide local language support?

    CA does provide local language support in select regions. Currently, language support is provided for those languages where CA products have been localized.

  4. How do I get technical support on products when CA has recently acquired a company?

    You always can contact CA Customer Care or access CA Support Online for information. For a period of time, you also may be able to continue to refer to the acquired company's support website for assistance. Acquired company support sites are eventually consolidated with CA Support Online.

  5. What types of support tools does CA Support use?

    CA Support uses one global system for recording all cases. The system is linked in real-time to the information that is available through CA Support Online. Additionally, CA provides an interactive screen-sharing tool, which typically reduces the time required to diagnose problems and resolve cases and offers several utilities, such as CA Common Diagnostic Facility (CA CDF) for gathering support diagnostic information from many CA products.

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