Covid-19 Support if pandemic is declared

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Article ID: 185966

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Updated On:

Products

CA Application Performance Management Agent (APM / Wily / Introscope) CA Application Performance Management (APM / Wily / Introscope) INTROSCOPE DX Application Performance Management

Issue/Introduction

The management is setting up the disaster recovery planning and would like to inquire if we would receive normal support if a pandemic is declared?

If not, what would be the expected support?

 

 

Environment

Release : 10.7.0

Component : APM Agents

Resolution

Broadcom Software support teams are located in 13 countries and over 40 office locations across the globe. Per our Business Continuity Plan, in the event of an office closure, engineers are first trained on relocating to an alternate location and reestablishing work conditions. Should the engineers in the affected location not be able to reconnect, our engineers in our other locations are technically trained to manage the incoming cases. We have a Crisis Team process to manage the situation until service is restored to the location.

Contacting support should be made through our standard methods (Support Portal or phone – see contact methods HERE). Cases opened via the portal will automatically be routed to available engineers and the team that manages our phone lines will route the cases accordingly and also have the escalation contacts for each of our product areas should an escalation be needed.