Support FAQ

ERwin Partner Preferred Support
Questions & Answers

The following questions and answers are to provide clients who may be interested in learning more about CA's partner centric model of selling and supporting the ERwin modeling suite for CA clients.

Q. Why should I choose Sandhill?

A. Sandhill know that choosing the right partner is an important step in the growing a properly equipped and knowledgeable ERwin community within your organization. We believe that Sandhill offers the best model for you:

• Our customers are looking for a partner that can provide support, training, and consultancy
• Sandhill has a team of experts in Canada, Europe and USA to provide vital support to our clients
• Our team have become true experts in the product range
• CA has accredited Sandhill as an Elite partner for ERwin Modeling as well as CA's 'go to' partner for "CA" Certified training or custom ERwin training
• Clients receive all the support we mentioned as a "No cost" added value when they purchase their product and maintenance licenses with Sandhill
• Our niche is in the relationships we establish with our customers

Sandhill cares about all our ERwin clients, large or small. We strive to reach a very high level of client satisfaction from the ERwin end user community to the procurement team within our client's environment.

Q. Why would CA want me to deal with Sandhill?

A. CA has realized, that Sandhill is exclusively focused on the key technologies of ERwin. As such Sandhill is in a better position to offer sales, support and mentorship for clients who need it. To that end CA believes that working with Sandhill as an ERwin focused partner is a better solution for meeting client's ERwin needs.

Q. If I choose Sandhill for procurement what will this to do my existing relationship with CA?

A. Working with Sandhill does not change your existing CA relationship. In fact working with Sandhill may actually strengthen your relationship with the CA ERwin community. Sandhill is often in a better position to leverage this relationship to resolve any technical issues. You can still log support issues directly with CA and you still have access to CA's support web site as well as the skills that Sandhill bring.

Q. Why would I, as a client of CA's ERwin modeling software want to do this?

A. The answer is very simple. Improved Service. Clients who use ERwin often require the latest information, support, mentoring, formal and informal training. As an ERwin Certified Partner to CA, Sandhill provide this value and more to all our clients (world wide). Below is a partial list of the support offerings we provide to our clients which is included when clients renew their maintenance with Sandhill:

• Fast and reliable 1st and 2nd level support to deal with ERwin product and usability queries (in addition CA Support is still active should a client wish to use this)
• Free Technical Days / client web casts where the latest version of the product set can be viewed and discussed with the experts
• Notification of Service Pack releases and discussions around timings of upgrades
• Advanced notification of maintenance renewals and support via Sandhill for resolving procurement issues with CA
• Keep them up to date
• Management of your relationship with CA and offering lines of reporting not traditionally available to customers that can be used for speedy resolution of both product and administration issues

Sandhill also provides on-site mentoring and on-site just in time training on the ERwin product set. All on-site mentoring and training are at an additional cost.

Q. What will happen when my maintenance is due?

A. Sandhill becomes your interface to CA, your new ERwin partner. We will work with you and remind you in plenty of time when a maintenance renewal is due. Sandhill will work on any billing issues, and if appropriate seek to co-terminate all your renewal dates into one renewal period.

Q. What happens with my current support with CA?

A. Your existing support with CA does not diminish in any respect. The CA 1-800 number will always be there for any client to call at any time as well as access to the CA Support web site. What Sandhill offer is an extension to your existing ERwin maintenance by giving fast and reliable first line support to deal with ERwin product issues and usability queries as well as release updates, web casts and notification of service pack releases. Sandhill becomes your proactive partner for all your ERwin modeling needs as we already are for many clients world wide.

Q. How can I track my current issues?

A. Today with Sandhill you already have a one on one interaction with our team in the field. This offers our clients a fast and interactive response. The resolution of your issue is important to us.

Q. Who else has selected this model?

A. Sandhill are proud that many businesses, corporations and organizations of all sizes, including government departments both local and federal have selected Sandhill as their ERwin partner. This is one of the reasons why Sandhill has become the #1 ERwin partner in EMEA and in Canada, and we are rapidly expanding to cover the US markets.

When clients select Sandhill, they get a team dedicated to ERwin. An experienced team of experts who know the modeling market and specifically the ERwin modeling software to a great depth. Sandhill know how to work with CA and we understand our clients needs and we pride ourselves on developing long lasting relationships with all our clients, and addressing their needs effectively.