Improving Your On-line Support Experience:
CA's New Technical Support Initiatives

You talked. We listened. We hope you've noticed some of the changes: In response to your feedback, we've been upgrading the CA support site. We're implementing a series of initiatives, with the aim of providing you, our valued customer, with world-class information and support.

Phase 1: Infrastructure Improvements [complete]

• We implemented CA SiteMinder to improve your customer sign-on experience. If you use multiple CA support sites with a common email address as your user ID, you can now move between them without logging in multiple times.
• We enhanced the support site's search engine to help you better find what you need quickly and accurately.

Phase 2: Next Generation of Web Support [spring 2007]

• Working in partnership with CA's User-Centered Design group, we're replacing SupportConnect, our primary support site, with a new site focused on usability and functionality. In response to your feedback, our new support site will include (among other things):
  • Additional enhancements to search functionality.
  • An improved issue submission process.
  • "One-click" downloads for many of our products.
  • A new home page that, once you've logged in, provides you immediate access to the functions you told us matter the most to you.
  Our initial release of this new site is foundational - the first in a series of planned improvements to our support systems.

Phase 3: Support Systems Consolidation and More [late 2007]

• In Phase 3, we plan to consolidate our different support systems, so as a customer, you'll only need to go to one place for most CA support.
• Other improvements, both to our systems and business processes, are in the planning stages.

As the new support site nears its launch date, we'll tell you more about the specific functional improvements we're deploying and what you can expect. We'll also have more information available on future improvements at that time.

In the meantime, if you have questions or suggestions for us, please visit http://supportconnectw.ca.com/public/ca_common_docs/scsugg.asp - and thanks.