Support for Dell EMC Hybrid Cloud Platforms <<Customer Name>> <<Month>> <<Year>> The formation of Dell Technologies is now complete, creating the world’s largest privately-controlled, integrated technology company. As a valued customer, we hope you are as excited as we are about this news. We’re equally excited about the role that Dell EMC Services will play in the new company, and in helping enterprise customers like you achieve the most efficient and effective business outcomes, through our strategic guidance and technology expertise. So today we want to share with you our model to support Dell EMC Hybrid Cloud Platforms.

Dell EMC Hybrid Cloud Platforms Support Manage & Support Collaborative support provides a streamlined experience Benefits: Just contact Dell EMC Effective issue resolution by team of experts from Dell EMC and our strategic partners Save time by only having to identify the issue once Experts Insights Ease Streamlined and coordinated processes Designated support teams Collaborative support agreements with non-Dell EMC technology providers Market leaders in cloud, big data, trust, virtualization and converged infrastructure 24x7 availability Award-winning service and support organizations Contact Dell EMC to initiate diagnosis Identify the issue once, not multiple times You determine when your case is closed One contact support for Enterprise Hybrid Cloud/Native Hybrid Cloud/Cloud for Microsoft Azure Stack allows customers to contact Dell EMC for their support issues.  For most issues (those related to cloud applications and workflows), Dell EMC coordinates a Collaborative Support model with the non-Dell EMC technology provider and keeps the support ticket open until resolution is complete and the customer is satisfied. Dell EMC directly owns any infrastructure-related issues to resolution. This model allows customers to work with the appropriate Dell EMC partner as quickly and effectively as possible to resolve these issues, which are often complex and unique to the customers’ ways of doing business. We have spent some time working out effective collaboration and escalation procedures between our strategic partners. We have also established a special team within Dell EMC Customer Service that is skilled in Hybrid Cloud Platforms and has the tools and knowledge to bring in other subject-matter resources across Dell EMC as well as collaborate with third parties that may be involved as well. Uplifted support options, including TAMs, are available to drive proactive engagement and even faster issue resolution across the hybrid cloud stack. 2 © Copyright 2016 Dell Inc.

Solutions Support Teams Support Model for Dell EMC Hybrid Cloud Platforms Strategic Partners Solutions Support Teams Customer or Partner Just Contact Dell EMC Issue Analysis, Diagnosis, and Management Collaborative Resolution If you ever have an issue with your Dell EMC Hybrid Cloud Platform you can Just Contact Dell EMC and you will be directed to our Solutions Support Team that will quickly diagnose the issue and determine the best course of action to ensure a timely and satisfactory resolution.  Of course, if you believe the issue resides with any one of the other strategic partners, such as Microsoft, VMware or Pivotal, you can always contact them directly, too. The choice is entirely up to you.

Solutions Support Teams Support Model for Dell EMC Cloud for Microsoft Azure Stack Strategic Partner Solutions Support Teams Customer or Partner Just Contact Dell EMC or Your CSP Issue Analysis, Diagnosis, and Management Collaborative Resolution If you ever have an issue with your Dell EMC Cloud for Microsoft Azure Stack you can Just Contact Dell EMC or your third-party Cloud Solution Provider and you will be directed to the Dell EMC Solutions Support Team that will quickly diagnose the issue and determine the best course of action to ensure a timely and satisfactory resolution. If you have an Enterprise License Agreement with Microsoft or you believe the issue resides with Microsoft, you’ll contact Microsoft for a collaborative resolution. 

Contacting Dell EMC Customer Service 1-800-SVC-4EMC (1-800-782-4362 or +1-508-497-7901) Select option 2 + 4 if you’re unsure what the problem is and reference your “Solution Serial Number,” or… Select option 2 + 3 if you believe the issue is related to your Dell EMC Converged Platform and open your request using your Converged Platform serial number. If you have any questions, contact… Your Dell EMC Field Service Manager(s) Your Dell EMC Personalized Support Service representative: Service Account Manager Technical Account Manager Customer Service Advocate 5 © Copyright 2016 Dell Inc.

Cloud for Microsoft Azure Stack Support Process Customer Profiles Infrastructure Support Azure Stack Support Entire Solution from Dell EMC Dell EMC Azure Subscription via Microsoft Enterprise Agreement Microsoft Azure Subscription from 3rd Party CSP 3rd Party Entire Solution from 3rd Party CSP The support experience for Dell EMC Cloud for Microsoft Azure Stack is collaborative as with the other hybrid cloud platforms, but the support process will vary depending on how you have purchased your infrastructure and software. Customer Profiles: Customer purchases Azure subscription and infrastructure from Dell EMC. Customer can contact Dell EMC for everything. Customer purchases infrastructure from Dell EMC and Azure subscription is purchased through a MS Enterprise Agreement. Customer can contact Dell EMC for infrastructure issues and Microsoft for Azure subscription issues. Customer purchases infrastructure from Dell EMC and Azure subscription is purchased through a 3rd Party Cloud Service Provider. Customer can contact Dell EMC for infrastructure issues and the 3rd Party Cloud Service Provider for Azure subscription issues. Customer purchases Azure subscription and infrastructure from a 3rd party Cloud Service Provider. Customer can contact 3rd Party Cloud Service Provider for everything.

Cloud for Microsoft Azure Stack Support Process Support Contact(s) Customer Profiles Collaborator(s) 1 Entire Solution from Dell EMC Dell EMC (Infrastructure) Microsoft Dell EMC (Infrastructure) 2 Azure Subscription via Microsoft EA Microsoft Dell EMC (Infrastructure) Azure Subscription from 3rd Party CSP 3 Microsoft 3rd Party Dell EMC (Infrastructure) 4 Entire Solution from 3rd Party CSP 3rd Party Microsoft The support experience for Dell EMC Cloud for Microsoft Azure Stack is collaborative as with the other hybrid cloud platforms, but the support process will vary depending on how you have purchased your infrastructure and software. Customer Profiles: Customer purchases Azure subscription and infrastructure from Dell EMC. Customer can contact Dell EMC for everything. Customer purchases infrastructure from Dell EMC and Azure subscription is purchased through a MS Enterprise Agreement. Customer can contact Dell EMC for infrastructure issues and Microsoft for Azure subscription issues. Customer purchases infrastructure from Dell EMC and Azure subscription is purchased through a 3rd Party Cloud Service Provider. Customer can contact Dell EMC for infrastructure issues and the 3rd Party Cloud Service Provider for Azure subscription issues. Customer purchases Azure subscription and infrastructure from a 3rd party Cloud Service Provider. Customer can contact 3rd Party Cloud Service Provider for everything.

Dell EMC Solution Identification Dell EMC Engineered Solution Name: Solution ID: Solution Site ID (Primary): [Enter here – e.g., Enterprise Hybrid Cloud] [Enter here] Converged Infrastructure (legacy VCE): legacy VCE serial number: Location: [Enter here – e.g., Vblock 540] [Enter here] Service Field/Account management Phone number: Email: [Enter here – e.g., Joe Smith] [Enter here]