Unicenter ServicePlus Knowledge Tools
Product Support Announcement

To: Unicenter ServicePlus Knowledge Tools Customers
From: The Computer Associates Unicenter ServicePlus Knowledge Tools Product Team
Date: April 30, 2005

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 r6 SP1 we would like to take this opportunity to review the support schedule for currently supported releases of Unicenter ServicePlus Knowledge Tools (formerly known as CRM Customer Intelligence and Unicenter Advanced Knowledge Tools Option).

With the announced availability Unicenter ServicePlus Knowledge Tools r6 SP1, support for Unicenter ServicePlus Knowledge Tools r2 is now scheduled to be discontinued as of April 30, 2006. This includes any CRM Customer Intelligence or Unicenter Advanced Knowledge Tools Option that may not have been reported as discontinued.

If you have not yet upgraded to Unicenter ServicePlus Knowledge Tools r6 SP1, we urge you to do so as soon as possible so you can take full advantage of the latest new features and enhancements this Service Pack has to offer. For additional information on Unicenter ServicePlus Knowledge Tools please visit the Unicenter ServicePlus Knowledge Tools pages at SupportConnect.

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 software upgrade from Unicenter ServicePlus Knowledge Tools r6 SP1, for any customer with an active maintenance contract.
• Publication of documents to help prepare you for your upgrade to Unicenter ServicePlus Knowledge Tools r6 SP1. Those documents can be viewed at SupportConnect.
• CA Technology Services is available to assist in any or all parts of the upgrade for a fee, 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://www.ca.com/services/contact.
• CA is committed to providing superior support to our customers using our technology solutions. We are pleased to announce Lifeline Services - an Extended Support Services option from CA designed to extend support for older versions of CA products that have been officially discontinued. Please visit our website at http://supportconnectw.ca.com/public/ca_common_docs/contact.asp for more information.

When you are ready to request your upgrade or to obtain more information about Unicenter ServicePlus Knowledge Tools r6 SP1, in North America please call 1-800-841-8743. You can also download the upgrade at SupportConnect 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.

If you have any questions regarding the support schedule, please contact Unicenter ServicePlus Knowledge Tools Customer Support at SupportConnect.

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