eTrust Third Party Software Support

The entire Computer Associates (CA) team is committed to delivering quality software solutions that help you - our valued customers - meet your business requirements successfully and continually.

Delivering these types of advanced software solutions sometimes requires complex deployments that are based on or incorporate additional software technology from third party vendors. CA wants to communicate clearly the different classifications and support policies that customers can expect with CA software solutions in these situations.

Some common examples of third party technology used with CA solutions include operating systems, database management systems, web servers, application servers and browsers.

The CA product teams are sensitive to these requirements and make every effort to test our software solutions with the most commonly used third party products prior to shipping a new release. Given the dynamic and fluid nature of the software industry and the wide range of possible customer configurations, we also recognize that we cannot possibly test the integration of our solutions with every possible third party technology combination.

In order to address this challenge, CA Customer Support has classified our support for third party software products into three distinct classifications.

Third Party Software Support Classifications

Class 1

This third party software product configuration has been tested by our own development QA team and CA Customer Support is equipped to address support issues raised by customers who use our eTrust software solutions with these third party tools.

Class 2

This third party product configuration has NOT been tested by our own development QA. However, CA Customer Support has successfully assisted customers who use this third party product in conjunction with our eTrust solution or we have seen this successfully deployed in the field. CA Customer Support may not have this configuration available to them, but we may well have developed some online technical documentation to assist customers who use this third party product.

Impact Assessment

• CA has not tested our own software solution with this third party product.



• CA Customer Support may not be equipped to reproduce a software problem using this third party product. If CA Customer Support is not able to reproduce the problem, the customer will need to partner with us to provide requested diagnostic information. This will likely impact the resolution time of any reported support issues.



• Due to unforeseen design incompatibilities with the third party software vendor there is a possibility that CA Customer support will not be able to address a customer's support issue.

Class 3

This third party product configuration has NOT been tested by our own development QA. Our Customer Support team has no experience with these products and may not be equipped to reproduce reported support issues with this third party product, but we will support a customer using this third party tool because one or both of the following circumstances is true:

• The third party software vendor professes that their product complies with an industry standard that our eTrust software solution also complies with.



• The third party software vendor states that their product is compatible with an earlier product version that we already support (Ex. A new release of an Operating System or Database that was already supported).

Impact Assessment

• CA has not tested our own software solution with this third party product.



• CA Customer Support may not be equipped to reproduce a customer reported software problem using this third party product. If CA Customer Support is not able to reproduce the problem, the customer will need to partner with us to provide requested diagnostic information. This will likely impact the resolution time of any reported support issues.



• Due to unforeseen design incompatibilities with the third party software vendor there is a possibility that CA Customer Support will not be able to address a customer's support issue.



• We are supporting this software based solely upon another vendor's claim of compatibility.

eTrust Third Party Software Support FAQs

Q1. What if my third party software product is not listed?
A1. As mentioned earlier, the Software industry is very dynamic so we may not have had the opportunity to evaluate the third party product you want to use. If using this third party software product is important to your business, you should open a support issue online to see if this is a product that we can integrate with.

Q2. If I report a software problem using a Class 2 or Class 3 supported third party product, will CA Customer Support be able to provide me with a software fix?
A2. If there is an actual software bug within the CA software solution, Customer Support will be able to supply a software fix. However, a situation may occur where the software problem is within the third party vendor's product. In this case, CA Customer Support will not be able to address the problem and the customer will need to work with the third party vendor. Additionally, if the reported problem requires a change to the design of the CA software solution, CA Customer Support will not be able to provide a fix and will advise you to open a development suggestion online using the https://support.ca.com Suggestion Box. Customer's suggestions are reviewed both externally by user-groups and internally by the CA team when planning product direction and may or may not be given consideration for a future product release.

Q3. How can I request that my third party software product be tested in the next release?
A3. We always welcome input from our customers and have setup a facility on the https://support.ca.com home page called the Suggestion Box to allow customers to request changes and enhancements to CA software solutions. Customer's suggestions are reviewed both externally by user-groups and internally by the CA team when planning product direction and may or may not be given consideration for a future product release.