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Hello all!   As of April 4, 2016, customers who...

  • 1.  Hello all!   As of April 4, 2016, customers who...

    Posted 04-04-2016 04:23 PM

    Hello all!

     

    As of April 4, 2016, customers who require support for a Severity 1: Critical issue should now call the CA Customer Assistance Team and speak with a live representative to ensure rapid handling of the issue. While we never miss a Critical case, we just want to be certain that a realperson understands the issue and can get the case to the proper team for quick assignment. 

     

    You will see the new case form has been updated with a link to the phone number (for both U.S. and International) for Critical cases at https://rallycommunity.rallydev.com/cases/new.

     

    As an aside, and to continue to improve the customer experience, we have removed the Severity 5 - Low option. Our feeling behind this is that

     

    • the support team always provides better support than Sev-5 entails anyway!
    • we're continuing to align our processes with wider CA, which uses four severity levels.

     

    Please let us know if you have any questions/concerns, and thanks for continuing to work with CA Support!

     

    Here's the direct link to phone numbers: http://www.ca.com/us/support/ca-support-online/product-content/admin-content/contact-us---customer-care.aspx

     

    Please feel free to review the severity guidelines posted here: https://www.rallydev.com/ca-agile-central-support

     

    Thanks! 

     

    - John

     

    #[CA Agile Central Support]  @CA Agile Central Subscription Admins  @Community Feedback  @CA Agile Success Program (ASP) @Jeri Godfrey  @Jeremy Robinson



  • 2.  Re:

    Posted 04-04-2016 04:24 PM
    Here's what the new case form looks like - note the call out for Sev 1 cases.