Computer Associates 2007 Annual Report Download - page 22

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implementations. Our software products are used in a broad range of industries, businesses and applications. We have a large
and broad base of customers. We currently serve companies across every major industry worldwide, including manufacturers,
technology companies, retailers, banks, insurance companies, other financial services providers, educational institutions,
health care institutions and governmental agencies. Our customer’s satisfaction is important to us. Therefore approximately
10% of the variable compensation for approximately 1,400 senior CA managers is linked to our customers’ satisfaction, which
we measure through independent surveys.
When customers enter into a software license agreement with us, they often pay for the right to use our software for a
specified period of time. When the terms of these agreements expire, the customer must either renew the license agreement
or pay usage and maintenance fees, if applicable, for the right to continue to use our software and receive support. We believe
that our flexible business model allows us to maintain our customer base while allowing us the opportunity to cross-sell new
software products and services to them.
CA Service and Education
Our CA Technology Services
TM
team and global systems integration partners strive to help our customers shorten the time to
measurable business results through fast, efficient implementation of our solutions. Through our global team of experts we
offer a portfolio of assessment, implementation, optimization and managed service offerings to assist our customers at all
stages of their solution deployment. Our proven, repeatable and phased approach draws on the expertise and best practice
knowledge developed during thousands of successful projects completed annually in large and diverse organizations.
In addition, our CA Education team offers a full blend of learning solutions and certification programs around CA software and
ITmanagement best practices such as information technology infrastructure library (ITIL).We offer a comprehensive portfolio
of foundation to advanced level training to address the needs of all users within our customers from implementers,
administrators, end users to business users. Our blended learning solutions range from classroom-based training in our Global
Learning Centers to self-paced and Web-instructor-led on-line training offerings. This ensures that our customers have the
right skill sets and competencies to achieve the full value from their IT management solution.
CA Technical Support
As part of our commitment to customer satisfaction, we strive to provide our customers with industry leading support. CA
Technical Support is a highly skilled, customer focused team that spans locations around the world, delivering 24 x 7 business-
critical assistance in 18 languages.
Support is intended to help customers get the most from their software purchase by resolving issues and answering product
questions. We call this enterprise offering CA Business Critical Support, to which customers may selectively add custom
offerings as further detailed below.
•CA Business Critical Support (CA BCS) — These services provide customers with a full range of direct-contact and self-
service features including unlimited calls and callers, remote problem analysis and assistance during local country
business hours, and access to a wide range of online support services. Currently more than 200,000 registered users make
use of our self-service portal to research technical information; open and maintain incident reports; and download product
releases, patches and documentation.
•CA BCS Custom Offerings — These services are fee-based and designed to provide focused support over customer
designated periods, to further enhance the successful use of purchased software.
CA Support Availability Management (CA SAM) — Customers with a large portfolio of CA software may benefit from our
ability to align Technical Support with their operational plans, coordinate resources and tailor product information. The
deliverables for the CA SAM offering are designed to maintain and improve the return on customers’ software
investment at a minimum cost.
CATargeted Support — This service provides customers with product-focused attention with a named Support Engineer.
The Support Engineer has an understanding of the customer’s IT environment and business goals and acts as a focal
point for the support needs around a specific CA product or solution.
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