ARD: Out of Scope for Support

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Article ID: 131657

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Updated On:

Products

CA Agile Requirements Designer

Issue/Introduction

Thank you for reaching out to the CA/Broadcom DevTest Support Team for assistance with your issue. 
 
 As discussed, after careful review of your ticket, we have determined that your issue will require Broadcom Services to progress your case, as this is ‘Out of Scope’ for Product Support because  of one of the following:
- the issue is associated with a custom extension that CA Services created for you.
- the issue is associated with an implementation solution, and not a product question or issue.
- the issue is a consultancy type issue (architectural discussion,  sizing,  implementation).

Environment

ARD 1.X
ARD 2.X
ARD 3.X

Resolution

Next Actions – Broadcom Support
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Support will contact your Account Team, apprise them of the case status as an Out of Scope for Support- requiring Services, and ask them to contact you.
 
CA Support will move your case to pending status, await feedback from the Account Team, with a target to close the case within 5 business days.
 
Next Actions – Customer
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Work with your Account Team and CA Services toward a resolution of this particular case, and at the same time explore if there are options of avoiding customization to meet these requirements.

Additional Information

Video URL on how to open a Support Case - https://communities.ca.com/videos/5898-demo-how-to-open-a-support-case

You can download the latest version of ARD by following the directions in this document: https://support.ca.com/us/knowledge-base-articles.TEC1903942.html.   

To contact support, go to https://www.ca.com/us/services-support/ca-support/contact-support.html