September 29, 2000

RE: Functional Stabilization of Apriori and AutoAnswer products

Dear Valued Client,

As part of our regular product planning cycle, we have reviewed the position of Apriori and AutoAnswer in the marketplace, both from a technology and sales perspective. In so doing, we have determined that while these products still provide useful functions to some customers, their value to most present and prospective clients in the market has declined significantly over the past few years, due primarily to changes in the technology landscape.

Consequently, CA has determined that it is no longer feasible to continue investing in further development for the Apriori and AutoAnswer products. As of this writing, development for Apriori will be functionally stabilized at the Release 2.3 level, AutoAnswer at the Release 3.0 level.

Maintenance and support for Apriori and AutoAnswer will continue either through February 1, 2001 or through the end of your current maintenance or licensing term.

Free Software Upgrade. For those clients who wish to do so, we are prepared to provide Apriori and AutoAnswer clients the opportunity to upgrade to Unicenter TNG Advanced Help Desk Option, ServiceIT Enterprise Edition or Workgroup Edition, seat for seat, with no additional product fee. We have incorporated the essential features of Apriori and AutoAnswer into these products to provide you with several attractive alternatives to Apriori and AutoAnswer. In the event that pricing for the upgrade product differs from the Apriori or AutoAnswer product, maintenance and support charges will be adjusted based on the upgrade product pricing.

• Unicenter TNG Advanced Help Desk Option (AHD) is both an intelligent and automated service desk solution that automatically streamlines the identification, tracking, and resolution of end-user issues and problems. Innovative knowledge tools speed the problem resolution process, ensuring improved service availability while making end users self-sufficient. Out-of-box seamless integration with enterprise management tools gives this tool superior power for problem resolution. Augmented by our comprehensive implementation and maintenance services, this service desk is a superior solution for all aspects of service and support management.

• ServiceIT Enterprise Edition is the Intelligent Service Desk solution that provides a total support center solution that consolidates help desk functionality and enterprise management applications. ServiceIT empowers your enterprise support center to resolve problems quickly and easily as they happen and proactively prevent problems before they occur. Implementing this powerful solution enhances productivity, improves customer satisfaction, increases availability, and can help reduce operational costs.

• ServiceIT Workgroup Edition is a comprehensive customer service solution specializing in knowledge-based support. Perfect for small organizations and departments, ServiceIT Workgroup Edition combines ease-of-use and superior technology. Its innovative deployment of knowledge tools enables the timely, intuitive, and accessible sharing and dissemination of information. Through user self-help capabilities, and superior knowledge tool functionality this tool improves customer satisfaction, increases availability, and maximizes productivity.

If you have any questions regarding this decision, or would like to arrange your free upgrade to Unicenter TNG Advanced Help Desk or ServiceIT, please contact your Computer Associates Client Relationship Manager.

Sincerely,

John Farrell

Client Base Owner