Overview of Customer Success and Support and Global

Overview of Customer Success and Support and Global Escalation Management – FY 14 John Mc. Dermott Advisor CA Support Sept 19, 2013

Customer Success and Support at CA Technologies Our Mission… Ensure that customers and partners achieve desired outcome and expected business value About CA Support CA Technologies is a leading independent provider of IT management software § 9 regional centers § ~900 employees § ~250, 000 cases per year § ~65% handled online and ~35% handled by phone 2 Improve time-tovalue Increase customer satisfaction Maximize value of current IT investments Maximize knowledge Provide proactive support Ensure consistent interaction with CA Copyright © 2013 CA. All rights reserved. • Aligned with regional account teams • Enhanced Support Services offerings • Designated Customer Success Advocates • Community programs

CA Support at a Glance Award Winning Customer Support - 2013 • Recognized by Omega Management Group for achieving excellence in customer service and support • Based solely on customer ratings • Exemplary customer service and deep commitment to exceeding customer expectations Overall Customer Satisfaction 9. 05 1 3 2 3 4 Copyright © 2013 CA. All rights reserved. 5 6 7 8 9 10

Customer Success Offerings Value Acceleration Programs Customer Success Advocates Benefits/Results • High-level Customer Value Program assessments • Technical product update and roadmap sessions • Hands-on 1 -2 day product workshop Quicker access to the right services and training to support each of your solutions from CA Technologies. Improve usage by assessing your current product usage with all available and upcoming product capabilities so you can increase the value of your investment. Identify potential training needs based on a trend analyses on your logged support cases. Online Communities Key Features Proactively monitor issues, and analyze trends to identify opportunities to enhance your experience. Quarterly in-person meetings that facilitate communication and collaboration. Regular status reports that document changes, trends, challenges and actions. Customer Insight 4 Single point of contact who works across CA Technologies for managing escalations. Copyright © 2013 CA. All rights reserved.

Global Escalation Management Team Mission Connecting everyone in critical situations to deliver successful results for our customers Ensuring Customer Success through Proactive and Reactive Remediation of Critical Situations What we do • • • Early Warning Management System Critical Situation Response and Management Continuous Executive Visibility and Engagement Root Cause Analysis – Closed Feedback Loop Proactive Customer Advisories and Alerts Support and Customer Success Services Engineering Our Customer Sales Education Office of CTO 5 Copyright © 2013 CA. All rights reserved.