Unicenter ServicePlus Service Desk r6 and r6/SP1
Drop Support

October 12, 2006

To: Unicenter Service Desk, Knowledge Tools and Dashboard Customers

From: The CA Service Desk Product Team

CA is continually working to improve our software and services to best meet the needs of our customers. With CA's recent announcement of the general availability of Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard r11.2, we would like to take this opportunity to review the support schedule for currently supported releases of the products which were formerly known as Unicenter ServicePlus Service Desk, Unicenter ServicePlus Knowledge Tools and Unicenter ServicePlus Dashboard.

Early in 2006, CA established a corporate-wide product Technical Support Lifecycle Policy (available under Support Services on http://SupportConnect.ca.com) to simplify and standardize our support practices and policies. Our current policy is to provide a minimum 12 month advance notification of our scheduled End of Service Date (EOSD) for releases. Because products noted in this announcement had received longer notification periods under prior policies, we are providing you with an 18-month advance notification. We hope this extended period gives you adequate notice for a smooth transition to our new corporate-wide lifecycle policy.

With the announced availability of Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard r11.2, support for Release r6.0, r6.0 French, and r6/SP1 is now scheduled to be discontinued as of March 31, 2008.

As was previously announced on June 30, 2006, support for Unicenter ServicePlus Service Desk Release 5.5/5.5.1 SP3 is scheduled to be discontinued as of June 30, 2007.

If you have not yet upgraded to Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard r11.2, we urge you to do so as soon as possible so you can take full advantage of the latest new features and enhancements this release has to offer. For additional information on Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard r11.2, please visit the product home pages at http://SupportConnect.ca.com.

CA would like to help make your upgrade to the latest release of Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard r11.2 as straightforward and successful as possible. Therefore to assist you, we are offering the following:

• A no-charge software upgrade from Unicenter ServicePlus Service Desk, Unicenter ServicePlus Knowledge Tools or Unicenter ServicePlus Dashboard, 6.0 or r6/SP1 to Unicenter Service Desk, Unicenter Service Desk Knowledge Tools or Unicenter Service Desk Dashboard, r11.2, for any customer with an active maintenance contract.
• Publication of documents to help prepare you for your upgrade to Unicenter Service Desk, Unicenter Service Desk Knowledge Tools or Unicenter Service Desk Dashboard, r11.2. Those documents can be viewed at http://SupportConnect.ca.com.
• CA Technology Services is available to provide consulting services for any or all parts of the upgrade, including analysis of the current system, preparation for the upgrade, testing, and performing the upgrade itself. For more information please outline your needs at http://www3.ca.com/services/.
• Qualified local CA BSO Partners are also able to assist in any or all parts of the upgrade, including analysis of the current system, preparation for the upgrade, testing, and performing the upgrade itself. For more information and a list of partners in your area please contact your local CA Channel Partner Group office, http://www3.ca.com/partners.
• CA is committed to providing superior support to our customers using our technology solutions. Extended Support, a Business Critical Custom Option is designed to extend support for CA products and releases that have been officially discontinued or reached their End of Service Date.
  
  Please visit our website: http://supportconnectw.ca.com/public/ca_common_docs/extendedsupport.asp for more information.

When you are ready to request your upgrade or to obtain more information about Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard r11.2, in North America please call 1-800-841-8743. You can also download the upgrade at http://SupportConnect.ca.com using electronic delivery. If you need additional information on the upgrade, contact your local account representative. If you are outside of North America, please call your local account representative or the local CA office. A complete listing of CA offices can be found at http://ca.com/camap.htm.

If you have any questions regarding the support schedule, please contact Service Desk Technical Support at http://SupportConnect.ca.com.

We look forward to continuing our successful partnership with you. Your success is very important to us.