Computer Associates

Intro

1. Learn Vocabulary - Learn some new vocabulary before you start the lesson.

• ARCserve
• brick level back-up
• full-fledged
• paid upgrade

• are you pulling my leg?
• fresh license
• my God

2. Read and Prepare - Read the introduction and prepare to hear the audio.

Customers might have questions regarding upgrades from ARCserve 6.5 to 6.6.1 and 2000. Below is a conversation between tech support and a customer with questions on this topic.

Dialog

1. Study - Read the dialog again to see how the vocab words are used.

Tech

Customer

Tech:  Thank you for calling CA. We create the software that manages e-business. Do you have an existing issue number?

Customer:  Can I ask you a couple of questions without that?

Tech:  Is it basically product information which you want or is it a problem that you want to resolve?

Customer:  No, I have the product. I’ve got ARCserve 6.5. Actually, I’m sorry, we upgraded to 6.6.1.

Tech:  You had ARCserve 6.5 and upgraded to ARCserve 6.6.1?

Customer:  Exactly. My question is about… we’re thinking about going to 2000…

Tech:  Um-hm.

Customer:  Um, but we’ve had some real problems with the brick level back-up. Do you have any comments about the differences between 6.6.1 and 2000?

Tech:  ARCserve 2000 has the capability of working both on Windows 2000 as well as Windows NT. That is one advantage of ARCserve 2000. And support is full-fledged and we have got latest packs and fixes for most of the problems. Now, since you’ve upgraded from 6.5 to 6.6.1, what I would suggest you is you can go ahead and upgrade to 2000, but when you’re installing ARCserve 2000, you try to do a fresh install. Okay?

Customer:  Okay, so, completely uninstall my 6.6.1?

Tech:  Exactly.

Customer:  Okay. Now, if, I’ve got 6.6.1, is 2000 a free upgrade or is that a paid upgrade?

Tech:  It will be a paid upgrade, but it will be very minimal.

Customer:  Are you kidding? Hello?

Tech:  Yes?

Customer:  Are you pulling my leg? I really have to pay?

Tech:  Yeah, you’ll have to pay for the upgrade.

Customer:  But you said it was what? It was minimal?

Tech:  When compared to a fresh license...

Customer:  Well of course…

Tech:  It will be little, yeah.

Customer:  Hm. Okay. Where are you?

Tech:  We are from India.

Customer:  Oh, you’re kidding!

Tech:  Yeah, really.

Customer:  Wow. How late is it there? What time is it?

Tech:  Pardon me?

Customer:  What time is it?

Tech:  Oh, it’s early morning – 5 o’clock.

Customer:  Oh, my God. Wow.

Tech:  So where are you calling from? Which city?

Customer:  I’m in Portland, Oregon.

Tech:  Pardon me?

Customer:  Portland, Oregon.

Tech:  Portland.

Customer:  Yeah.

Tech:  Okay, now, are you having exchange on the local machine?

Customer:  On the local machine?

Tech:  On the machine which you have installed ARCserve?

Customer:  Oh, um, no, it’s on a different server.

Tech:  Okay. Well then you have an advanced version of ARCserve, then you already have the ability. And you do have any other specific queries?

Customer:  No, not at this time. I was really concerned about the brick level stuff so it sounds like I need to talk to, um, you know, sales and some licensing people. Great. Well, thank you very much. You’ve been very helpful. I appreciate your time.

Tech:  You’re welcome.

Customer:  Take care.

Tech:  Bye.

 

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