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CA High Security Support Provides Specialized Support for Customers with Unique Security Requirements


Reduces the risk of unauthorized disclosure and help safeguard sensitive data

ISLANDIA, N.Y. CA, Inc. (NASDAQ:CA) today announced the availability of CA High Security Support, which provides added protection for sensitive customer information. This new value-add service available in the U.S. reduces the risk of unauthorized disclosure and helps customers safeguard sensitive data shared with CA Support.

“IT’s Assessment of Support Services,” a commissioned study conducted by Forrester Consulting on behalf of CA, September 2009, indicated that over 90 percent of the respondents (personnel with direct responsibility for IT infrastructure management decisions at enterprises with revenues of $1 billion or more) believed their companies required assurance that the data they share with IT vendors is protected in order to comply with security regulations. Over 80 percent of survey respondents indicated high security to protect enterprise data shared with IT vendors during support interactions was important for the success of their IT management solution.

With CA High Security Support, case records and associated file attachments are transmitted via secure file transfer protocols, encrypted and stored in U.S. locations, and maintained in a separate U.S. based case management system which authorizes access only by CA personnel who are U.S. citizens.

“We have seen a strong demand for U.S. restricted support and secured management of issue data from customers in the public sector and private industries,” said Leo Annab, corporate senior vice president of Global CA Support. “Recognizing this need, we are pleased to offer our customers CA High Security Support. This new offering provides management of customers’ sensitive data within the U.S. by U.S. citizens in a secured and restricted environment for carefully monitored issue resolution.”

CA High Security Support includes:

* Safeguarding the electronic and physical support files submitted via separate CA Support queues and encryption processes.
* Isolated storage of support files in a U.S. location.
* Case analysis and resolution support within the U.S. by authorized CA Support Engineers who are U.S. citizens.
* 24 hours a day, 7 days a week support for Severity 1 issues within the U.S. by CA Support Engineers who are U.S. citizens.
* Two-way secure file transmission of data via secure file transfer protocols.

In addition, where personnel other than CA Support Engineers within the U.S. or are not U.S. citizens must be engaged to help resolve support cases, case reporting and email notifications to those personnel will exclude specified categories of confidential data and identifiers.

This service is available only to CA Business Critical Support customers. To review the list of products that CA High Security Support is offered for, please visit


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