D-Link Assist Introduction Neil Patel October 2010

What is D-Link Assist? Paid Services for D-Link Business Solutions Products Simplified Value proposition for the channel Onsite break fix and professional services 3 different service levels – 24 x7, Same Business Day and Next Business Day Based on response time and hours of coverage Offered in 1 and 3 year options Meeting different customer needs 3 Year Warranty Extension to cover products for up to 5 years Certain Business Solutions will continue to be offered with Limited Lifetime Warranty All services offerings include telephone support Additional Professional Service providing installation and configuration Service on a day rate

Onsite Service Three industry standard service offerings providing three service levels and phone support. D-Link Technical Support will diagnose fault over the phone and then dispatch a trained service technician to apply the required fixes based on contract terms and conditions.

D-Link Assist – Installation & Configurations Ensures an effective and cost effective first time right installation Installed at the end user site by an D-Link-trained engineer Appointment is managed via the Channel Partner Includes unpacking, quality inspection and physical interconnection with host network

Why sell D-Link Assist? Opportunity to add value to hardware sale Resellers can now layoff support and service liability to D-Link putting us on a par with the competition Reseller can lay off breakfix or installation services to D-Link enabling them to concentrate on their main business opportunity Increases D-Link business opportunity by 25% by selling D-Link Assist Reduced risk Ensure first-time installation success Bridge client/reseller skills gap with D-Link Product Increase Gross Margin Enables whole channel to blend margins and increase overall gross profit Better Service Level Agreements Opportunity for D-Link Partner+ to be able to offer a fully managed services

How buy D-Link Assist Reseller orders for software/services received from Distributor in usual way Distributors order service/software SKU separately to hardware A nominated address will be held for each Distributor Distributors may optionally provide an additional address to receive the activation codes Order confirmation is sent to address held for distributor Each order from Distribution should be for one Reseller/End User opportunity only. Upon acceptance of paid service contract, an activation codes will be dispatched via to the Distributor and the additional address if provided Reseller/End User registers product to activate the service/software and contract starts

How is service activated To activate service, recipient accesses the Self Service Portal (SSP) Products are registered in the normal way, once completed they are able to activate their service contract Activation code must be entered against the product/serial they wish to cover and is validated accordingly If validated, a confirmation will be sent to recipient to confirmation activation and coverage period

Rules and Exceptions D-Link Assist Services will initially be sold with new products only End Users will have 30 days to activate their service pack online It will take 2 days for Service to commence from date of registration of product to allow for the movement of spare parts to meet support SLAs

Responding to a Service Call Service call is received by Local D-Link Tech Support. An D-Link Product Technician works to remedy the situation on the phone. An D-Link Product Technician diagnoses problem by phone and determines that an onsite service visit is required. D-Link dispatches a Service Agent to site with the spare based on the contract terms and conditions. The Reseller can then come in and reconfigure the hardware & restore the new product back to working order. At the customer acknowledged completion of the service activity parts administration and call history are processed by D-Link. D-Link diagnoses problem or failure and directs service provider on resolution. D-Link is committed to a full and expedient resolution. Onsite repair SLAs are based on customer service contract level.

D-Link Assist Introduction Launch Date : January 31 st 2011 DAS Branding and Collateral finalised High-end SKUs such as Storage, Managed Switching to include 1 year Bronze Service in the price in the future Programs to promote free upgrades to 3 years or next service level during specific periods

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