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