OneView Go-Live Support Plan

Go Live Support Model Users Contact HDS Help Desk/Service Desk War room - email/phone Local Champions & Local Sales Ops Regional Leads War Room 4am – 9am KL Time –> US War Room 9am – 5:30pm KL Time –> KL War Room Support team will triage the cases Users HOTL INE Contact HDS Help Desk/Service Desk Regional Contact info: Australia 1-800-800-261 International +1 408 327 4000 For the first couple of weeks after go-live of Salesforce.com we will have a support model that includes a war room (as shown in this slide). Support team members will triage the cases and assign to war room Support team will work closely with the Helpdesk to improve the first call resolution War room distribution list and phone number will be provided only to Regional leads. MCS

Local Champions, Local Sales Ops and Regional Leads Lindsay Campbell** ANZ Sales Operations Shannon Reynolds Russell Dawes Jonathon Leong Johanna Davy Zahrah Khan Christine Kane Field Finance David Johnson GSS ANZ Andrew Sleight Sales Mark Shaw Jamie Mackenzie Presales Ondrej Pavlu WW Marketing Erika Razali** ASEAN Deepak Bharadwaj** Rachel Tan ASEAN Sales Operations Puay Khoh Shujun lin Esther Mok Ivory Rachmalia Diana Pang Attaya Naknipakorn Alfred Leung** HK Wing Chau Sara Tang James Man Crystal Leung Yuki Ho Vivian Wong Ringo Chau Channel Jason shing HK/Korea Field Finance **Regional Lead

Local Champions, Local Sales Ops and Regional Leads Lucia Cui** China Sales Operations Betty Wang WW Marketing Zhongmin Zhang Channel Bridget Wang Field Finance Regina Yao Carroll Tian Sales Admin Davy Xuan Jessica Wang Jenny Zhang Ellen Li Judy Zhu China Sales Admin Sandra Chen Xiaocui He Nancy Gong Sales Operations Petty Li Kelly Sha Lara Li Jennifer Liu Lucy Zhao Alex Guo **Regional Lead

Local Champions, Local Sales Ops and Regional Leads Anitha Prakash ASEAN/India WW Marketing Chetan Chaparwal India Field Finance Priya Prabhakar Sales Operations Piyush Varsh Shobha Balu InHwi Lee Korea Ting Huang TW Phoenix Liang TW Presales Lin Xu*** APAC APAC Sales Operations Carina Lim APAC Shared services Ivy Cheng WW Marketing Jasmin Day Kacy Wong APAC Logistics Daniel Khaw ***Regional Project Lead

Partner User – Go Live Support Model War Room Staff will work directly with partner user to resolve issue Partner Users servicedesk@hds.com Service desk will triage the case War Room Contact HDS Service desk 4am – 9am KL Time –> US War Room 9am – 5:30pm KL Time –> KL War Room HDS Service Desk will triage the cases and assign to war room War room contact information will be provided in the War Room’s response to the Partner User War room will work closely with the HDS Service Desk to improve the first call resolution

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