CA High Security Support is a new value-add service which will provide extra protection for the sensitive data you share with CA during support interactions for certain CA products. The electronic and physical files you submit for related support cases will be transmitted via a secure file transfer protocol, stored in a U.S. location, and maintained in a system which authorizes access only by U.S. Citizens.
This will enable you to:
- Reduce the risk of unauthorized disclosure
- Provide extra protection for your data
- Help address related regulations and contractual requirements
Planned Availability Date
November 17, 2009 in the United States
What You Get
CA High Security Support includes:
- Safeguarding the electronic and physical support files you submit via separate CA Support queues and encryption processes
- Isolated storage of your support files in a U.S. location
- Case analysis and resolution support within the U.S. by 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 file transmission of your data via a secure file transfer protocol
Where personnel other than CA Support Engineers within the U.S. who are U.S citizens must be engaged to help resolve your support cases, case reporting and email notifications to those personnel exclude specified categories of confidential data and identifiers.
This service is available only to CA Business Critical Support customers.
CA Support
CA Support offers proven methodologies, established diagnostic processes and over 30 years of experience from highly trained professionals, supporting hundreds of products across multiple platforms globally.
For more information on CA Support maintenance tiers and offerings, please visit www.ca.com/support/offerings.
Legal Notices
CA does not provide legal advice. No software product or any information referenced herein serves as a substitute for your compliance with any applicable laws (including but not limited to any act, statute, regulation, rule, directive, standard, policy, administrative order, executive order, and so on (collectively, (“Laws”)) or any contractual obligations with any third parties. You should consult an independent legal counsel regarding any such Laws or contractual obligations. Categories of confidential data and identifiers that will be redacted prior to engaging personnel outside the High Security Support organization vary by product and are listed in the documentation for this offering. High Security Support customers must be and remain active Business Critical Support customers for the duration of the term for which they acquire High Security Support. Business Critical Support is provided in accordance with the CA Support Policy and Terms, which is available at http://support.ca.com. High Security Support is provided in addition to the services described as Business Critical Support and is not available to the extent that CA is not required to provide Business Critical Support.