CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Notes to Presenter August 27, 2008 Version >Remove this slide before presenting >Change all Red text to customize presentation and make White text throughout (hint: see title slide and last presentation slide) >Run through this presentation in present mode – practice before presenting…there’s a lot of data to cover and not much time >You’ll likely do this anyway, but it is highly recommended that you investigate the customer’s background and speak to their specifics  Maintenance status/renewal timeframe  Recent support cases associated with the engagement  Overall support case activities including GSC queries  Kudos from customer’s employees to support  Worldwide locations and language requirements  Etc.

Transition to CA Support Process Easy Access – Trusted Advice – Always On Presented by:

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA Support Maximizing Customer’s Value with CA Support  Easy Access  Trusted Advice  Always On CUSTOMER SUCCESS CUSTOMER CARE CA CUSTOMER TECHNICAL SUPPORT USER COMMUNITIES

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA Value Network for Your Success Technical Support Optional Offerings Professional Services & Education Implementation Support CA Services, CA Education, CA Support, CA Programs CA Programs Specialized Support for CA Services and Partners CA Services to CA Support Transition  On-going break-fix  Maintenance management  On-going education  Solution healthchecks  Value programs

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Technical Support >Worldwide Availability  7X24 support for Enterprise IT Management (EITM) Capability Solution and Mainframe products  13 Support Centers >Trusted Advice  4,100+ new knowledge base documents added last year (75+ per week) >World Class Service  50% of cases are resolved within the first 24 hours  80% of cases are resolved within 1 week  Measurement metrics focused on –Time to resolution –Your customer satisfaction

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Value Technical Support Access & Coverage CA Support Online Software Updates, Fixes, Patches & Notifications

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Technical Support – Access and Coverage >Business critical support for all Severity 1 cases — 24x7 >Online access — 24x7 availability to open and manage cases >Telephone access >Named callers >Remote diagnostics >Unlimited number of cases >Customer-determined severity levels >Local language support for localized CA products

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Technical Support – CA Support Online >Online access — 24x7 availability >Open, track, update, change priority and close cases >Patch/fix download >Product and documentation downloads >Technical newsgroups and discussion forums >License key verification >Knowledge Base >Search capabilities and relevancy ranking >Bookmark content >Environment profile support >Security authentication and automated password reset

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Technical Support – Software Updates, Fixes, Patches & Notifications >Major releases, minor releases, fixes, patches and service packs >Documentation >Electronic update notification >Hyper notification of critical fixes for products > notification of useful information

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Technical Support – Other Options >Installations, upgrades, migrations or business process re-engineering >TSANet Membership >Hardware and platform certification support

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA Support #1 Goal Your Satisfaction Customer Severity LevelInitial Response TimeService Level Descriptions 11 Hour “System Down” or product inoperative condition impacting a production environment. 22 Business Hours High-impact business condition possibly endangering a production environment. The software may operate but is severely restricted. 34 Business Hours Low-impact business condition with a majority of software functions still usable. However, some circumvention may be required to provide service. 41 Business Day Minor problem or question that does not affect the software function.

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Escalation Process >Your Customer Satisfaction is CA’s #1 Goal  Defined Escalation Process  Dedicated Global Escalation Management Teams –Focused on quick resolutions –Monitor escalations and coordinate CA teams –Named contact to manage your escalation to resolution >If Support Service Expectations Are Not Met: 1.Call CA Support 2.Request to speak to a CA Support manager. You are transferred directly to or queued for a callback by the first available CA Support manager. 1.Update your case on CA Support Online. 2.Request a callback or update from a CA Support manager. Your update is queued directly to a CA Support manager.

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Enhancement Process >Your Input is Welcome and Encouraged! 1.Enhancement Requests are opened just like any case is opened except they are marked ‘Enhancement Request’ –A case number is assigned for future reference –Related problem case(s) will be closed and reference the enhancement request case number. 2.CA Product Management systematically reviews Enhancement Requests and defines status as –Accepted –Rejected –Wish List - Enhancement Requests are voted upon by the CA Global User Community 3.You are sent a letter on the status of your Enhancement Request from the CA Product team

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Customer Care >Worldwide Availability  7X24 follow-the-sun operations  Open a case or call the same CA Support number  18 Languages >Services include  Licensing, including permanent and trial key codes  Non-technical queries for questions about contracts, product history, entitlements, invoices, new orders, etc.  General CA solution and services offerings information  CA Education queries  Directory Assistance for CA and general inquiries regarding CA office locations and CA teams

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA User Communities & Programs >Global User Communities  Peer-to-Peer Networking  Knowledge exchange (best practices, tips & tricks)  Online Forums & Webcasts  Local User Group meetings (where applicable)  Voting and prioritization of product enhancement requests >Additional CA Programs & Offerings  CA Dev Exchanges –Connect with CA development –By invitation  CA Services offerings –CA Solution healthchecks –Phased deployment services  CA Education courses –Learning paths –Industry certifications

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA Support Custom Offerings >CA Support Availability Manager (CA SAM) >CA Maintenance Product Upgrade Service (CA MPS) >CA Designated Support Engineer (CA DSE)

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA Support Availability Manager (CA SAM) >A dedicated support professional with extensive knowledge of your business priorities and usage of licensed CA products  Delivers proactive support and communication –Information about new CA products, solutions and fixes –An accelerated path to issue resolution  Drives business intelligence –Analyzes technical support usage patterns –Develops customizable reports providing detailed product issue status reporting  Facilitates business readiness and continuity –Notifies CA Support of your upgrade and migration plans –Facilitates escalation of critical enhancement requests with CA development

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA Maintenance Product Upgrade Service (CA MPS) >A support offering (available in multiple media types) that delivers the most current maintenance levels of CA z/OS products in a pre-installed format  Increases productivity –Simplifies tasks associated with CA mainframe software maintenance –Provides more time for performance and tuning activities  Improves system migration turnaround –Reduces preparation work associated with creating a migration test environment  Drives system integrity –Ensures that all system and CA product maintenance requirements are addressed during migration preparation

CA Designated Support Engineer (CA DSE) >A (remotely based) named support engineer dedicated to owning and coordinating support issues for the CA products that you specify  Ensures in-depth knowledge of your environment –Delivers thorough, rapid, and targeted responses to specific issues and questions –Owns and coordinates all product-related technical inquiries  Reduces risk and enhances performance –Provides proactive notification, guidance related to maintenance and platform releases, and strategic advice on CA technology  Keeps your business running smoothly –Delivers resolution plans, bi-weekly status updates, problem analysis, and updated release information

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA Support for Your Business Success >CA Support Online: support.ca.com >Working with CA Support guide: Go to: CA Support Online  Contact & Support Essentials

Questions? Thank You!

CA Support: Easy Access. Trusted Advice. Always On. Copyright © 2008 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Value Technical Support Access & Coverage CA Support Online Software Updates, Fixes, Patches & Notifications  Mission Critical Support for all Severity 1 cases — 24x7  Online Access - 24x7 availability to open and manage cases  Telephone Access to Support  Named Callers  Unlimited number of cases  Customer-determined severity level  Local language support for localized products  Major releases, minor releases, fixes, patches and service packs  Documentation  Electronic update notification  Hyper notification of critical fixes for products  notification of useful information  Online access - CA Support Online — 24x7 availability  Open, track, update, change priority and close cases  Solution (patch/fix) distribution  Product and documentation downloads  Remote diagnostics  Technical newsgroups and discussion forums  License key verification  Knowledge Base  Search capabilities and relevancy ranking  Bookmark content  Environment profile support  Security authentication and automated password reset