FAQ: Customers migrating from Layer7tech.com to support.ca.com

Document created by Rachel Macik Employee on Apr 18, 2016Last modified by ColleenBarker on Jul 14, 2016
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Beginning May 13, 2016: CA API Management customers (formerly Layer 7) will access support.ca.com for case management and knowledge base articles.

 

QuestionsAnswers

Why are you changing the platform?

Eventually all acquired companies are transitioned to the CA support systems. Keeping all products in the same support system helps our engineers provide a more consistent customer experience.

When can I start using the new support portal?

If you are an active CA API Management (formerly Layer 7) customer and do not already have an id and password to access support.ca.com, your id will be updated to allow access to support.ca.com. Once your id is authorized, you can access support.ca.com anytime.

When do I have to stop using Layer7tech.com?

On May 13, 2016, www.layer7tech.com will be redirected to support.ca.com and no longer accessible.

What if I still have an open ticket on Layer7tech.com?

Open cases will be migrated to support.ca.com. They will be available to you for viewing and updating on support.ca.com. Cases closed within the last 15 months will also be migrated.

Can I still open cases by sending an email to api-support@ca.com?

No. This email is no longer supported. All support cases are managed online at www.support.ca.com

How do I log in to support.ca.com?

If you do not already have a user ID, you will receive a new user ID for support.ca.com, along with instructions on how to use it.  If you do not receive an id, you can find registration instructions on ca.com/register. Our Customer Care team is also available to help you.

I’m logged in to support.ca.com, but API Management is not listed as one of my products.

API Management will be included in the product list after May 13, 2016.  If you are experiencing this issue after May 13, 2016, contact Customer Care to ensure

your Site ID is associated with your User ID.

How do I reopen a case from the former system in the new one?

Within 14 days of the case being closed, you may open a new case in support.ca.com with reference to the closed case number.

Where do I go to download my products?

support.ca.com will host your downloads

Where can I find instructions for opening a ticket on support.ca.com?

Instructions for opening cases may be found at Working with CA Support.

What languages will support.ca.com accommodate?

support.ca.com handles English only. If you need to open a case using a language other than English, please call the toll-free number for your country at ca.com/phone

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