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Welcome ... 5
Glossary ... 5
CA PPM SaaS On-boarding Guide ... 8
Environment Setup... 8
Ready for Use ... 8
Welcome Email ... 8
Ready for Solution Implementation ... 9
CA PPM SaaS On-boarding Resource ... 9
CA PPM SaaS Service Engagement ... 10
Roles and Responsibilities ... 11
Customer Satisfaction ... 12
CA PPM SaaS Support Guide ... 13
When to Contact CA Technologies Support ... 13
Support Contact Information ... 13
Services Offered ... 14
When Will CA Technologies Contact You ... 16
Scheduled Maintenances ... 16
Notification Protocols ... 17
CA PPM SaaS Service Catalog Guide... 19
Service Catalog Items ... 19
Statement of Work (SoW) for Paid Engagements ... 20
Contacting CA Technologies ... 21
Welcome to CA Technologies Software as a Service (SaaS) and congratulations on licensing CA PPM SaaS. This customer handbook is your guide to the services provided by CA PPM SaaS and how you can engage with CA for SaaS service and support. You should become familiar with this handbook that provides a concise overview of the CA PPM SaaS solution.
Your customer handbook provides you with the following information:
How to get started on your SaaS solution including roles and responsibilities How to request service and obtain support for your deployment
Learning about important service features and the solution service catalog
In addition to this Customer Handbook, there are several related documents you can refer to for specific information:
Datasheet: The CA PPM SaaS datasheet provides an overview of the solution you purchased from CA Technologies.
SaaS Module: This is a SaaS contract document from CA that provides all general SaaS terms and conditions. Note that your contract with these terms may have a different name.
SaaS Listing: The SaaS Listing for CA PPM SaaS is a contract document that provides solution specific information and key service entitlements and features.
User Guides: These are CA PPM SaaS manuals that provide information on how to use the features of the solution.
Support Policy: This is a CA Support document that explains how you can engage with CA support for solution and service support.
You will come across frequently used abbreviations and expressions in this document. The following is a list of those abbreviations and expressions that may be used in this document:
DEV
A development environment of CA PPM SaaS on which customers modify existing or develop new code that will be migrated to a test environment.
SANDBOX
Sandbox means a non-production environment that is to be used by no more than 5 (five) concurrent users. Concurrent users comprise of users accessing and using the deployed environments at any one point during term of the service.
TEST
A test environment of CA PPM SaaS on which customers test new or modified code migrated from DEV, which will be migrated to production after successful testing.
PROD
A production environment of CA PPM SaaS which is used by the Customers end users as their primary business environment.
DEMO
A demonstration environment of CA PPM SaaS which customers use to demonstrate solution implementations to their audience.
STAGING
A staging environment of CA PPM SaaS that is primarily used to upgrade a copy of the production environment to verify version upgrades.
SOW
Is a statement of work or contractual document that captures and defines the work items, deliverables, and timeline that the vendor must execute towards. SFTP
Secure file transfer protocol for moving electronic data files back and forth. VPN
Virtual Private Network which extends a private network across a public network such as the internet.
AUTOMATION
Is a tool or custom code used to manage repeatable tasks within the SaaS solution.
CONFIGURATION
A solution functional option that can be changed within the application without altering the installed code base to meet customer requirements.
CUSTOMIZATION
A technical solution that augments or changes standard SaaS solution functionality to meet customer requirements.
IMPLEMENTATION
Is a technical development of business requirements using the SaaS solution. BEST PRACTICE
INTEGRATION
Is the process of bringing together two or more deployed software components so that they can work together as one system.
3rd PARTY
All solutions and tools from a non-CA Technologies vendor are referred to as 3rd Party solutions or tools.
Congratulations on your decision to use CA PPM SaaS from CA Technologies. To get started with your service, CA has put together this handbook that will provide you with the information you need to effectively use your solution. This section of the handbook describes how to get started with your SaaS solution from CA and get the most out of the service we have setup for you.
The following phased service delivery flow illustrates your CA PPM SaaS on-boarding process at CA:
Upon execution of the contract for the service, a notification is to the SaaS team at CA to setup new environments for you. The SaaS team will use the information in the notification to complete all tenant initialization requirements including tenant access credentials.
Once your environments are setup, you will be notified of their availability via a welcome email from CA to your primary contact. Your environment(s) are now ready for your use.
CA SaaS will send you a “Welcome Email”, sent to your designated primary CA contact. The welcome email provides introductory information for you to access and use CA PPM SaaS environments.
Environment Setup
Ready for Use, Welcome Email [Optional] Ready for Your Implementation Your CA PPM SaaS Service
The following information is included in the welcome email:
Customer support ID: This is your unique identified at CA for all support related queries, requests, and other customer related services.
CA PPM SaaS URLs: A list of URLs to access your tenant environments setup at CA as described in the SaaS Listing for your solution.
Login credentials: Your primary contact is setup with login credentials to access the deployed tenant environments. Your primary contact is required to verify access to the tenant environments using the URL information furnished. Any issues with access should be immediately reported using your CA customer support access which is described in the next section, “Getting Support”. Link to CA Support: The URL to the CA Support site is furnished which will allow
your primary contact to access the support site for all your SaaS support issues; more information on this is described in the next section, “Getting Support”. Customer contact information: Instructions are provided for you on how to
update the customer technical contact information on the CA Support site. Other information: Included is the SFTP host and login provided as part of the
service. For more information see your Service Description document or open a service support ticket with CA.
You may now begin the process of implementing your solution.
Configuration requirements, as supported by the solution, can now be implemented. If a Statement of Work (SoW) to implement the solution was prepared during the sales process, then you are now ready to enable the performance of the SoW. The SoW may be performed by CA Services or by a certified CA PPM SaaS partner of your choice. If your solution implementation is performed by CA Services, then a CA PPM SaaS resource will be assigned who is responsible for the performance of the SoW on your environments and will coordinate with you on the solution implementation.
CA Technologies will assist you with the solution on-boarding activities. The following are typical on-boarding activities CA can assist you with:
Solution on-boarding: CA will support you on all initial solution on-boarding activities.
Solution implementation: CA will support you during the initial
implementation of the solution with project planning, coordination of activities, information exchange, and addressing any issues that may come up.
Access validation: CA may request you to verify your access to the CA deployed tenants using the URL information that was furnished to you in the welcome email.
Resource coordination: CA will engage the appropriate CA resources to provide you with the needed support. This includes gaining access to application “best practices” experts to assist you with implementation, product documentation, etc.
Contract requirements: CA will work with you on all contract related requirements per your negotiation with CA Technologies.
SaaS solution support overview: CA can provide you with a comprehensive overview of the support process including:
o Explain the role of CA Support and how you are assisted and how you can engage with them.
o Showcase CA Support’s self-help capabilities on how to find information to questions or answers for issues that you seek. o Explain the troubleshooting process and who is responsible for what
when you call in for issues with your deployed solution.
o Review the application upgrade process with you including your role in the process to ensure a smooth and successful upgrade.
o Explain the support ticket escalation steps that will help you raise the attention of the appropriate support manager to resolve your issues. Solution implementation: If your solution requires configuration as
documented by a signed SoW and a non-CA Technologies solution consultant is required to execute the SoW, then CA will assist you as follows:
o CA will review the SoW implementation project plan with you and the consulting implementation team.
o CA will review the objectives of the SoW implementation and the expected deliverables with you to ensure it meets your planned business needs.
Your service engagement with CA is essential to ensure your solution implementation and on-going solution support meets your requirements. The effectiveness of any interaction depends on many factors including the skills of your engaging resources. To effectively engage you, you must assign a solution stakeholder who will collaborate with CA and other CA organizations as needed throughout the duration of your service term with us.
To work more efficiently on the various tasks throughout the term of the service, it is recommended that your resource has sufficient technical background such as an
application administrator or application engineer. You may also assign more than one primary contact if you desire.
To work with CA Technologies effectively, we describe the engagement through roles and responsibilities of resources from your organization as well as CA Technologies and any optional solution experts who are hired for a fee.
Service engagement may require several resources to be involved from the initial setup of the service to on-going service delivery. Your key resources are your application stakeholders who are the primary contacts for CA Technologies. Key CA Technologies resources that engage with you are resources from the service support organizations. Optionally, your infrastructure technical resources may be involved when setting up on-premise features in your network if applicable, although this is very uncommon.
The following table provides activity based delineation of roles and responsibilities during your service engagement.
Roles and Responsibilities
CA Technologies Customer (Optional: Solution Expert) Initial Setup Environment Setup Customer on-premise installation (if applicable)
Solution personalization requirements, implementation, testing
Solution migration activities
Production environment user acceptance testing
Customer on-premise component testing (if applicable)
Solution documentation and training
Implementation review and sign-off
Infrastructure support during initial setup
On-going Service Support
Customer internal help-desk for end user support
Request for service
CA Service support
On-going scheduled maintenance
Customer on-premise integration support (if applicable)
Customer configuration and implementation
User acceptance testing (for enhancements, etc)
Production environment change request reviews
On-going solution training
Solution monitoring reporting
Customer adoption metrics and satisfaction surveys
Contract management and renewal
CA Technologies may conduct customer satisfaction surveys periodically to obtain your feedback on support activities as well as your overall experiences with the service. The key areas of focus of these surveys are on the quality of service furnished to you such as our support of your service requests. Additionally, we look forward to receiving input from you at any time so that we may serve you better.
The customer satisfaction surveys are reviewed internally and action plans are defined to address issues and help us continually improving our service to you.
CA Technologies customer support provides you with system and solution technical support throughout the term of your contract. The specific terms of the support are described in CA Support documents described below.
Your customer support overview is as follows:
When you need to contact CA Technologies Support
When CA Technologies (CA Support and SaaS) will contact you
There will be instances during your service that will require you to request for support from CA Technologies. Below are some of the typical requests for support you may make on an on-going basis:
Report a service issue
Request for information
Request for service from the service catalog
Reviewing service issue status
Request for solution enhancements and new features
To request for support and review your support entitlements, please click on the following support URL: http://support.ca.com
Please request your primary contacts to register at the support site when you begin your service with CA Technologies. Registration is required for each of your primary contacts to enable them to create their own support accounts. Your registered contacts are the only resources who may request for service support from CA Technologies. You must manage your end-users who use the SaaS solution.
After the registration process, the next step is for your primary contact(s) to familiarize themselves with the support documents that are available at the CA Technologies
support site. The following are examples of documents that are available on the CA Support website:
CA Support Overview: This document provides an overview and value of the services offered by CA Support
CA Support Policy and Terms for Software as a Service: This document provides the definitions of support, service availability, programs and support limitations that are applicable to the use of SaaS solutions from CA
Working with CA Support: This document introduces customers to the services provided by CA Support and CA Customer Care who answer technical and customer care questions and provides guidance on how customers can obtain additional information regarding resources, and service offerings to maximize the value of their CA Technologies software investments
CA Technologies makes all reasonable efforts to meet the service issue support level objectives as described in the support documents listed above.
If on occasion, a service or application problem is either not getting resolved within the stated targets or the issue itself is so severe that it demands immediate attention, your primary contact(s) must directly call the customer support telephone numbers listed in the support documents and request to escalate the issue and raise its priority.
CA PPM SaaS provides you with a many service benefits. A few of those key benefits are listed below and described in more detail thereafter:
Service Requests: Service requests need to be created to address all of your service needs during the course of your subscription service with CA Technologies.
Change Requests: All requests for change to your deployed configuration or service related changes will be managed through service requests.
Solution Upgrades / Maintenance: CA will periodically upgrade your solution as part of the on-going service maintenance.
Whether it is a service issue such as an infrastructure incident or an application problem, or you are requesting for service catalog item, you will need to create service requests by using your access to the CA Support portal. Below are some of typical requests for support:
Report a problem with your service: For all issues with your deployed service, please create service requests providing relevant and detailed information to receive support.
Request for information and help: Whether it is a service entitlement question or a solution feature question, you may address all of your questions by creating service requests to obtain guidance or answers.
Service catalog item: To request for a catalog item, please create a service request and list the specific service catalog item.
SoW Configuration: If you have signed a SoW for configuration and have a services support agreement in place, unless stated otherwise in your
agreement, you may use the support URL to create service requests to request for support of your configurations.
Reviewing an issue status: You can review the status of your service request using the CA support portal.
New feature request: If you wish to request a new solution feature or service feature, please do the following:
o For a solution feature and functionality enhancement, please go to CA Communities and post the request as an idea in the Ideation portal. Ideation provides an open and transparent platform to submit your ideas and collaborate with CA and the larger community.
o For service related feature and functionality enhancements, please create service requests using the support URL.
CA manages all changes to your application environments. You may request for supported changes to your environments through the service request process. Supported changes are listed in service catalog section of this handbook.
When appropriate, CA will coordinate with you to perform the change request which includes information exchange, change request review, scheduling the change, requesting you to verify the change, rollback of the changed if needed and finally document the change request. All change requests must be approved prior to scheduling the change. For change requests that are not approved, the request status will be updated with the relevant reasons and you will be notified of the same.
Change requests fall under one of two categories:
Customer initiated change: These are changes, such as those listed in the service catalog that you may request to have performed.
CA Technologies initiated change: These are changes that are required to be performed by CA on your deployed environments; please review the
“Scheduled Maintenance” section in this handbook for more details.
Solution version upgrades are an integral part of the service. CA Technologies will notify you when your service is required to be upgraded to ensure application supportability
and stability. In some instances, customers may request a specific upgrade window by contacting support services. In scheduling application upgrades, CA will work with your resources to accommodate your business needs so that your service interruption is kept to a minimum. Solution upgrades may require extensive coordination between your resources and CA resources.
For more information on CA Technologies SaaS upgrade policy, please review the policy document posted on http://www.ca.com/saas . Please click on “Resources” button to access the document section on the SaaS website.
CA Technologies will notify you from time to time to inform you of service maintenances that need to be performed on the solution deployed environments. The following are typical operational tasks that need to be performed for which CA will contact you to notify you of the scheduled task:
Notification of a periodic service maintenance
Notification of solution upgrade
Notification of a service outage/incident
Service maintenances are scheduled periodically to allow the application of service patches, to perform system upgrades and to perform other service upkeep that allows CA to provide a high quality service. You will be furnished with a schedule of periodic maintenances for your reference to allow you may plan your activities. If you have not received a maintenance schedule, please go to the CA Support URL and create a service request to request for one to be emailed to you.
Scheduled maintenances are characterized by maintenance windows as described here: Maintenance windows: A schedule of maintenance windows, typically setup
for the calendar year, will be furnished to you for your reference when you first begin your service and annually thereafter. This information assists you when planning your solution implementation projects or when requesting CA Technologies to schedule service related activities such as data extracts, environment refreshes, and other applicable activities by solution. Certain maintenance activities may require services to be unavailable.
Scheduled maintenance falls into three broad categories:
Monthly Maintenance: Monthly maintenance windows are scheduled well ahead of execution time (typically 3 months). Maintenance windows are
scheduled during local non-business hours. There is limited customer input required during these scheduled maintenance windows. Examples of such maintenances include, but are not limited to, installation of application patches, operating system updates, and performing infrastructure changes. A reminder notification will be sent to the customer contact one or two weeks before the execution of the actual maintenance.
Proactive / Emergency Maintenance: A critical scheduled maintenance involving security or system stability may become required. In such instances, given the nature of the emergency fix needed, a short notice (typically 72 hour in advance) will be provided to customers to inform of these activities. CA will make every effort to schedule these critical maintenance activities such that they cause you the least business disruption to your activities.
Unplanned Maintenances: Unplanned maintenances due to issues in the solution environment may result in downtime are defined as loss of the production environment availability and is not preceded by a notice to
customers. These downtimes may be due to a variety of deployment issues but may also involve emergency maintenances that need to be performed to prevent a future probable outage. Notices of service interruption resulting from such unplanned maintenances will follow the same critical maintenance protocol. Once again, all reasonable efforts will be made to provide adequate advance notification (typically 24 hours) prior to the maintenance execution.
CA maintains a notification protocol which is described as follows:
For all major changes requested by you, the change schedule is finalized and a notification is sent out to you to confirm the scheduled change:
o Your primary contact(s) will be responsible for coordinating the change schedule internally with your end users.
o Your primary contact(s) will also be responsible for coordinating verification efforts if applicable.
o If a re-schedule is required, your primary contact(s) is required to inform CA well in advance of the scheduled change so that the change can be re-scheduled at a later date and time.
A change completion notification will be furnished to your primary contact(s) immediately after the change is completed successfully.
In exceptional situations, a scheduled change window may need to be extended due to unforeseen circumstances. Your resources will be notified as soon as it is deemed necessary that an extension to the maintenance window is required.
If a change is deemed a failure, which can occur for any number of reasons, then the following protocol will ensue:
o Your primary contact(s) will be notified as soon as it is determined that the change has failed and a rollback of the change is initiated as per the rollback plan furnished in the change request.
o All failed changes will generate a change request post-mortem report that states why the change failed.
CA PPM SaaS provides you with a list of included and optional service items that you may request from us from time to time. The service catalog items are services that you may request through the CA support website by creating service requests.
The following table is a list of service catalog items you can request from CA
Technologies. The table describes the catalog items, if they are included as part of the standard service or not. Optional service catalog items may require a SoW to be put together. The policies for each of the service catalog items define the scope of each.
CA PPM SaaS Service Catalog
Catalog Item
Included Optional
Policy
Solution Services
Environment Refresh
Customer may request for periodic
environment data refreshes by specifying
source to target environments. During
normal business hours, this is performed
from the production environment to a
non-production environment. Only during go
live activity, refresh from a non-production
environment to production environment is
performed. A maximum of six (6) refresh
requests can be made during a subscription
year of twelve (12) months
Version Upgrades and Patching
As specified in the SaaS Listing and the SaaS
Upgrade Policy
Read-only Database Access
Maximum of six (6) SSL VPN/DB Read-only
accounts can be requested for report
development purposes
Secure File Transfer Protocol (SFTP)
Service
Customers receive an SFTP account as part
of the subscription to enable exchange of
flat files for business integration to and
from the CA PPM SaaS service. Optionally,
customers can provide CA with self-signed
certificates to enable automated
“password-less” authentication
System Configuration Settings
When requested, the following system
setting can be configured/re-configured:
-
CAPA content uploads (if
subscribed by the customer)
-
Enabling Multi-currency
-
Enabling Notifications for Sandbox
environments
Customer Defined Recovery Points
(point in time data backup)
Customers may request for a point in time
backup. Options for retention:
-
30 days
-
60 days
-
90 days
-
Indefinitely until deletion is
requested
CA Technologies will maintain up to five (5)
customer defined recovery points in
addition to the recurring backups defined
above
Single Sign-On (SSO)
Federated SSO authentication is available
for customers with the capability of
producing SAML authentication packages.
CA supports SAML 2.0 assertions
Infrastructure Services
Service Monitoring
Service Availability
Backups
Data Extracts
Nightly backups are included as part of the
Service, Retention policy documented in
the SaaS Listing
Service Level Agreement (SLA)
Reports
Automated delivery of monthly SLA
reports
Service catalog items that you request for and that require a fee must be captured in a SoW unless noted otherwise. The SoW will describe each of the requested service catalog items, the scope of each item, and the price to perform each of the service catalog items. Upon your review and signing of the SoW, CA will assign a resource to work on the SoW and engage your resources as needed. This includes project managing the execution of the SoW.
Your primary interface for contacting CA is through CA customer support. Please create a service request for all your support requests and a support representative will respond to your request.
