CA SupportBridge Solutions
Product Upgrade Notice

Dear CA Customer:

This letter contains important changes concerning your CA SupportBridge Support and Maintenance services and suggested actions you can take to ensure continued and cost-effective product upgrades.

It was the practice, not a contractual obligation, of Control-F1 to include product upgrade services in the annual Support and Maintenance fee. The CA Support and Maintenance agreement also does not include product upgrade services and it is the practice of CA to provide product upgrade services on a fee basis.

Since this represents a change to existing Control-F1 customers, CA is providing free product upgrade services to all customers who upgrade to CA SupportBridge version 5.3 no later than February 28, 2007. Professional service fees will apply for customers who upgrade to version 5.3 after February 28, 2007.

CA will include customer-consumable product upgrade instructions for releases beyond version 5.3 so you will be self sufficient in upgrading to subsequent versions of the product. However, CA will continue to offer fee-based product upgrade services if you choose to have CA perform the product upgrade.

Although you have almost 12 months to upgrade, we encourage you to consider upgrading to version 5.3 as soon as possible for the following reasons:

• Take advantage of the latest product enhancements in version 5.3 such as:
  • The ability for a technician to log a user off and log on with special privileges in locked-down desktop environment - without implementing a TConnect server.
  • A web-only chat feature that supports Firefox on a Linux platform or Internet Explorer, Netscape and Firefox on a Windows platform (specific versions of each browser supported).
  • A number of security enhancements to tighten overall product security.
  • Ability to modify the customer profile fields after the customer has left the session (useful for integrations with ticketing systems).
• Ensure you are on a supported version of the product.
  • Customers on version 4.3.x or earlier are currently unsupported and should upgrade to version 5.3 immediately.
  • Support for version 5.0 ends on June 30, 2006 as per the letter sent to all customers at the end of July 2005.
  • Support for version 5.2.x will end on February 28, 2007.
• Upgrades will be provided to all customers on a first-come, first-served basis so we urge you to submit a request as soon as possible.

To schedule your upgrade to version 5.3, please contact me at 403-668-5455 or send an email to jeff.meyer@ca.com.

Sincerely,

Jeff Meyer
VP, Technology Services