FAQ: CA Support Portal Update

Document created by ColleenBarker Employee on Jun 15, 2017
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Questions

Answers

Why are you changing the platform?

To Improve the Customer Experience. Our goal is to make your experience with self-service support easier and more effective by redesigning the current CA Support Online interface and integrating additional available Support resources. y

When can I start using the new support portal? 

July 22, 2017

Will I still have access to the old support site? 

No.

Will I have access to my old case files?

Yes. Access to the case files will follow the same time frame as current system. Once case is closed files are available for 30 days.

What if I don’t have access to the new support portal?

Contact Customer Care

What if I have questions about the new support portal or its functionality?

Visit the Customer Care Community for all your Support Portal Questions as well search for content.

I’m logged in to support.ca.com, but I do not see my product list

Contact Customer Care

Will I be able to re-open a case that was opened in the former system? 

Yes

Will my account be transferred to the new site or will I have to register?

 

Yes. Your login into the new portal should be seamless.

Will the new portal remember my settings for subscriptions, product list, preferred contact method, display etc.?

Your profile preferences for subscriptions and preferred contact method will remain. The “My Products” list will no longer be required as there will be significant improvements in this area in remembering your activity.

Where can I view Release and Support Lifecycle Dates for my product?

Login to support.ca.com – Go to News/Alerts section on the right-hand side of the page

Will there be changes to registration processes?

No. Support registration will remain the same as it is today.

Will I be able to create my site profile and attach files to it?

No.  As an alternative, CA Remote Engineer 4.0 is a free product to customers which can gather Product Installation information including, location, installation type, configuration information automatically. For more details, documentation and download go to https://RemoteEngineer.ca.com.

You can then view your Product Installation information on our Community.  CA Support can utilize this information to better understand your environment for quicker resolutions of problem.

Will I be able to access my Site Profile and Site Profile Attachments on the new Support Portal?

You will need to contact Customer Care for your profile. However, you can download your attachments using these FTP instructions when new portal goes live.

When the Support Portal changes go live, will current active projects and associated cases be migrated?

Yes.

Can I still create a project?

No. On initial launch of new Portal you can contact Customer Care or a Services team member to request a project created on your behalf. Once its created and you are made the Project Manager you will be able maintain the Project and team members.

What browsers and versions will be supported for the Portal?

We recommend using the latest versions of Google Chrome, Mozilla Firefox or Internet Explorer 11 and above. CA Support is using these to test and validate CA Support Online.

Will the same guidelines apply when submitting documentation to Support Online case?

Yes.

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