CA ARCserve® Backup r11.5 for Windows - Service Pack 4 Now Available
Service Pack 4 is a standalone update, and can be used for new installs, or to update BrightStor® ARCserve® Backup r11.5 (original version, SP 1, SP 2, or SP 3) for Windows to build 4490. Service Pack 4 contains all previously release patches, security updates, and service packs, and is for all languages.
This update is available now at:
support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=QO99129.

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Ask CA - CA Support's Interactive Agent
CA Support is constantly looking for innovative ways to improve Customer experience and satisfaction. Expanding self-service is one area in which we have a significant opportunity to make progress. A recent in-house study conducted by the User Centric Design team found that 42% of our Customers would prefer to use self-help rather than phone Support. Key areas of self-help include web services, online help, product manuals, user forums, and now, Ask CA.



Ask CA is a natural language, always available knowledge management system. Users will interact with Ask CA as though they were in a chat-type session with a live Support Engineer. In the background, Ask CA's natural language processing capabilities will accept a user's typed question, quickly scan all content available, and return answers (or possible answers) with no intervention from our Support teams. By using the new Ask CA interface, Customers will receive faster responses and a more focused set of possible "hits" than a more general search would return. Initially, Ask CA will provide answers to your questions about
CA ARCserve® Backup r12 installation and configuration. Going forward, Ask CA will be an ideal partner for new product releases, providing our Customers and internal staff with
up-to-date information about new features, added support platforms, and much more.

The first impression Customers and Partners have of the quality of our web self-service experience has a major impact on their perception of CA. Receiving fast, accurate answers builds their confidence in our online content, eliminates the need to use phone support, and ultimately boosts their sense of Customer satisfaction. Operationally, the Ask CA tool will benefit us by strengthening our knowledge management efforts in tracking clients' questions and comments and identifying where we need to update our knowledge base. In the end, it will help give us more insight into how we can improve Support responsiveness and product quality.

Our Customers want to be able to get more information and assistance via the web. Beyond just searching for web-based knowledge documents, online help, product manuals, and user forum content, they want "virtual agents" to guide them quickly to the right information. The first step in the process, a proof-of-concept (POC) project limited to our Recovery Management Customers, will be starting shortly and we expect Ask CA to go live for
CA ARCserve Backup in mid-June 2008 (specific dates will be released in the near future). Look for Ask CA on the ARCserve for Windows product support home page.

As part of our overall self-service strategy, ASK CA will help to reinforce the message that
CA Support's trusted advice is easily accessible and "always on."

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Introducing Online Forums for CA ARCserve® Backup Customers
Through online user community forums, members have a place to discuss CA ARCserve Backup and related topics, share best practices, and exchange tips and tricks.

At the heart of the forums are the message boards, where members post questions and answers. Guests (un-registered visitors) may browse or search the boards for information while registered members can post messages, track discussions, and get e-mail notifications on new posting activity. Some notable features of the forums include: ranking, tagging, posting attachments, a powerful search feature, RSS notifications, profile preferences, and private messaging. Based on individual contributions to the community, you could ultimately be recognized as a Guru within the CA ARCserve forums!

Although CA subject matter experts may participate from time to time, remember, this is primarily a user driven community forum. We encourage you to visit often and participate as much as possible. By posting questions and sharing answers, not only do you contribute to a unique, customer-built knowledgebase, but you also become part of a virtual peer to peer support network.

Come with your toughest issues - chances are, someone has a solution or can point you in the right direction. If you find a solution that works, let others know, and pass along your own tips and insights - you just may have the answer someone else has been seeking!

On your first visit to the forums be sure to familiarize yourself with both the forum Guidelines and Help sections with complete list of FAQs (located on the top menu bar). During the time that CA introduces these forums to their customers, please understand that as you browse the forums some will be more active than others.

Where are the forums and how does one access the forums to post a message?

The forums are located on the CA support site. To access, follow these 4 simple steps (or refer to the attached pdf document).

Step 1: Login to CA Support Online using your CA support login ID. If you do not have a CA support ID, request your guest ID here: Support Online Registration.

Step 2: From the side bar menu, select USER COMMUNITIES and then select CA USER COMMUNITY FORUMS or PRODUCT FORUMS (depending on your view).

Step 3: Click on SIGN IN to create your SCREEN NAME for the forums.

Step 4: Request Posting Access. To request posting access click on REQUEST ACCESS TO POST and select the forums to which you would like posting access. Your request will be processed and you will be notified via email once access is granted.

Sign in today and get connected! For more information or any questions, email customerprograms@ca.com.

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