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CA Announces Enterprise Technical Support for Workgroup Products.

ISLANDIA, N.Y.--(BUSINESS WIRE)--April 14, 1998--

24 x 7 Support For ARCserve, Inoculan, FAXserve And Other

Stand-Alone Products Provides Rallying Point For Consistent,

Enterprise-Wide Aftersales Support

Computer Associates International, Inc. (CA) today announced a far-reaching program to extend technical support across all CA stand-alone workgroup products, including the products acquired from Cheyenne. The program delivers to users of CA's stand-alone workgroup products, including Remotely Possible, ARCserve, Inoculan, FAXserve, DS Standard, AuditWare, and other former Cheyenne products, all the benefits of CA's award-winning enterprise-wide technical support strategy.

The CA Enterprise Technical Support Program includes the same 24 hours per day/seven days per week (24 x 7) technical support services for workgroup products that users of CA's other products have long enjoyed. CA offers its clients a variety of programs designed to deliver comprehensive after-sale technical support services.

"As workgroup products have taken on mission-critical roles in the enterprise, our clients have requested more seamless and more responsive levels of technical support," said T.M. Ravi, CA vice president of enterprise management marketing. "CA is taking the lead in applying the industry's most innovative technical support resources and targeting them effectively and accurately at our clients' most pressing business challenges."

Under CA's new program, an unlimited number of users within an organization can make an unlimited number of technical support requests on a 24 x 7 basis for any CA workgroup product for which they have purchased support. CA's Enterprise Technical Support goal is to provide for 80 percent of telephone calls to be attended to within 60 seconds during business hours.

CA announced a two-tier fee structure for Enterprise Technical Support for each product category:

Tier 1 technical support provides customers with 24 X 7 telephone support, problem severity callback, unlimited number of callers, and unlimited number of calls for a fee of 12 percent of the list price of the products supported, multiplied by the total number of such products throughout the enterprise.

Tier 2 technical support includes the support provided in Tier 1 and adds product updates and upgrades, for a fee of 19 percent of the list price of the products supported, multiplied by the total number of such products throughout the enterprise.

All customers with existing Premium and 24 x 7 Cheyenne support contracts will receive all the services of Enterprise Technical Support at no additional cost until their contract expires. Customers without an Enterprise Technical Support contract receive free technical support for 90 days after the first technical support call. Subsequently, customers will be charged $95 per incident.

This program is available immediately in North America and is expected to be rolled out worldwide in early June. All North American clients interested in signing up for this support can contact 888-886-5377. Clients can also take advantage of free on-line support and access to the technical support knowledge base on the CA web site at

Computer Associates International, Inc. (NYSE: CA), with headquarters in Islandia, N.Y., is the world leader in mission-critical business software. The company develops, licenses and supports more than 500 integrated products that include enterprise computing and information management, application development, manufacturing and financial applications. CA has over 11,000 people in 160 offices in 43 countries and had revenue of $4.5 billion in calendar year 1997. CA can be reached by visiting on the World Wide Web, emailing, or calling 1-516-342-5224. -0- All referenced product names are trademarks of their respective companies.

CONTACT: Pam Leeds, (516) 342-2377 or
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Publication:Business Wire
Date:Apr 14, 1998
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