Support

CA Support is easy to access, always available and delivers best practices and knowledgeable guidance. Technical and customer service expertise for CA products is available from a self-service portal called CA Support Online at https://support.ca.com or during regular business hours by phone. Support services are delivered in 10 languages from 13 global support centres.

Please refer to refer to http://www.ca.com/us/support/phone.aspx for hours of operation and hotline details.

Enterprise Maintenance Program

• 24 x 7 support for Severity 1 incidents, in English Only.
• Local business hours support across all other severities.
• Local language Support to be provided only if and when available.

Direct After Hours Incident

• After Hour incident creation is available, Monday to Friday after normal business hours and twenty-four hours a day on weekends for those customers with Enterprise Maintenance.

Access to On-Line Support

• CA offers a myriad of electronic support options for our partners and end users. From comprehensive knowledge bases and frequently asked questions to cutting-edge white papers, our support site will get you the help you need when you need it.

CA Partners participating in the CA Partner Program

• Please see the CA partner Program materials on the CA Partner portal for details concerning the support service level you receive based on your partner program designation.

Free Email Support

• Free E-mail support is offered at no charge to registered CA customers. Customers are encouraged to use the online case management features of CA Support Online or utilize phone if they have a valid maintenance contract as they will receive a higher level of service.
  
  Technical Support E-Mail Request Forms:
  CA Threat Manager
  CA Anti-Virus for the Enterprise
  CA Anti-Spam for the Enterprise
  CA Secure Content Manager

Please note that CA online e-mail support is primarily designed for communicating non-mission critical queries/issues to our technical staff. These are dealt with by our certified technical support engineers in the order that they are received and are normally responded to within 48 hours of receipt.

If you feel that the issue you are submitting may require in-depth one-on-one support or it is of a mission critical nature, please explore the options noted above (our fee-based telephone support offerings or leveraging your access to support as a CA authorized partner).

For further information on offerings available to our customers, please visit http://www.ca.com/us/small-business-solution-support.aspx.