Unicenter ServicePlus Knowledge Tools Product Support Announcement

To:         Unicenter ServicePlus Customers
From:     The Computer Associates Unicenter ServicePlus Product Team
Date:       May 30, 2003

Computer Associates International, Inc. (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 ServicePlus Knowledge Tools version 6.0 we would like to take this opportunity to review the support schedule for currently supported releases of Unicenter ServicePlus Knowledge Tools (formerly known as Unicenter Service Desk Advanced Knowledge Tools Option v. 1.0 and Intelligent CRM Customer Intelligence v. 1.0).

With the announced availability of Unicenter ServicePlus Knowledge Tools version 6.0, support for v. 1.0 is now scheduled to be discontinued as of May 30, 2004.

Unicenter ServicePlus Knowledge Tools v. 6.0 provides rapid, cost-effective problem resolution by tailoring and placing unique responses directly into the hands of online users. Portal-enabled, this powerful knowledge management solution leverages a powerful, extensive database to present personalized, accurate information to customers. The latest release includes compelling new features for enhanced performance and integration with CA's Unicenter ServicePlus Service Desk v. 6.0.

• Integration with the "service aware" enabling technology of Unicenter ServicePlus Knowledge Tools v. 6.0. Service aware permits developers to write code to access web services distributed with Unicenter ServicePlus Knowledge Tools so knowledge searches can be called directly from applications, making them "self-supportable."
• Attachments library
• Knowledge re-index utility
• Spell check
• Additional management reports

We are providing this information as a reminder of our support schedule and to give you an opportunity to consider upgrading to the latest release of Unicenter ServicePlus Knowledge Tools v. 6.0. This will allow you to take full advantage of the latest new features and enhancements this release has to offer. For more information go to: http://www3.ca.com/Files/BetaAndUpgrade/whats_new_in_usp_kt_6_final.pdf

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

• A no charge upgrade from Unicenter ServicePlus Knowledge Tools v. 2.0 and earlier to Unicenter ServicePlus Knowledge Tools v. 6.0, for any customer with an active maintenance contract.



• CA Technology Services is available to assist in any or all parts of the migration, including analysis of the current system, preparation for the migration, testing, and performing the migration itself. For more information please outline your needs at http://www3.ca.com/services.

When you are ready to request your upgrade or to obtain more information about Unicenter ServicePlus Knowledge Tools v. 6.0 in North America please call 1-800-841-8743, or contact your local account representative. If you are outside of North America, please call your local account representative or the local CA office. In addition, be sure to check out http://www.ca.com/serviceplus for additional information about Unicenter ServicePlus solutions.

If you have any questions regarding the Unicenter ServicePlus support schedule, please contact Technical Support at http://supportconnect.ca.com.

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

Sincerely,

Jacob Lamm
Divisional Senior Vice President
Unicenter ServicePlus Product Owner