Self-Maintainer Conference Call Thursday, February 24, 2005 9-Apr-19

Agenda Welcome and Objectives Performance Metrics 2004 Recognition Continue mutually beneficial two-way communications Performance Metrics 2004 Recognition Quarterly and Yearly Miscellaneous Updates 2005 Emphasis Questions and Answers 9-Apr-19

The Measurements Claim Volumes First Time Fix Parts Per Serial Within a 30 day period Parts Per Serial Type Service 3 and ECAs not included Problem Claims Claim did not process through the system completely Billed 30 Days Results equal to or better than the self-maintainer average Due to some internal IBM problems during 2004, problem claims, billed 30 day taken out of recognition criteria. 9-Apr-19

4th Quarter 2004 WSM Averages   First Time Fix Parts Per Serial Problem Claims Billed 30 Days Mobiles 91.7% 1.23 1.0% 1.5% + Desktops 93.8% 1.15 2.0% Servers 94.1% + 1.10 + 1.4% + Average Across the Board 92.4% 1.20 1.6% + + Indicates average of WSMs was better than average for all approved servicers 9-Apr-19

Your Location’s Performance Click on Performance Scorecard listed in the left navigation bar 9-Apr-19

Miscellaneous IBM Workgroup Printers added to eligible products as of January 31, 2005 RDC04 and RTC04 are the current desktop and mobile education requirements Eclaim prompts consideration of Type Service 3 if same part, machine type, serial claim submitted within 10 days Communications depend on accurate contact information in the SPM* IBM/Lenovo strategic alliance work is continuing * Please refer to back up materials regarding training profile updates 9-Apr-19

2005 Program Emphasis Heightened focus on valid warranty claim activity and performance, consistent with all approved servicers * - mobile environment challenging - proper types service; ECAs, Type Service 3 Continue communiques and conference calls Continue recognition of top performers Proactive review of performance to improve mutual warranty efficiency and avoid compliance issues Continued, uninterrupted support and commitment regardless of organizational changes Best of Breed Self-Maintenance Program! Win-Win! * Please refer to back up materials regarding Claim Reviews 9-Apr-19

Contacts Sharon Mulgrew – Mgr of US Approved Servicer Support 919-517-0927 (smulgrew@us.ibm.com) Karen Y. Smith – Program Mgr Warranty Self-Maintainer Program 919-248-3296 (kysmith@us.ibm.com) Non-Technical Service Management Support, Any/All Issues: Service Management Support Center, 800-426-3391, Email: smsc@us.ibm.com, note “warranty issue” in the subject line Technical Support Issues IBM Support Center, Approved Servicer (Dealer) Support, 800-IBM-PROD (800-426-7763) End User Support/Easy Serv Facilitation IBM Support Center, 800-IBM-SERV Warranty Claim Inquiries, Upgrading Parts Requests Boulder Warranty Claim Center, 800-388-7080 Eclaim Technical Support Eclaim Support Center, 949-450-9150, E-mail: Support@Eclaim.com Non-Technical Support Questions Handled by SMSC 800-426-3391 9-Apr-19

Websites Warranty Self-Maintainer Website IBM e-Support: The majority of the support content that you will need for IBM PC products is available on the Personal computing support web site (https://www.pc.ibm.com/partner/infotips/us/index.html). Engineering Change Announcements (ECAs) and Service Support Guide (SSG) information along with service partner hints and tips located on the Service and Support Profile Management web site (http://www.ibm.com/pc/partner/spm) Maintenance Parts Sales Website http://www.ibm.com/shop/us/maintenanceparts Eclaim Home Page: http://ibm.eclaim.com/us/ IBM PCD Home Page: http://www.pc.ibm.com Warranty Self-Maintainer Website http:///www.ibm.com/pc/wsm 9-Apr-19

Back Up Materials Training Updates Update PCI training profile with your Authorization ID Log on to training site, http://www.pc.ibm.com/training/, using your e-Learning System User ID and Password Click on My Profile Update your Authorization ID To obtain your Authorization ID contact your Service Manager. To send a user their Authorization ID follow these steps: Log on to SPM, https://www.ibm.com/pc/partner/spm/, using your IBM ID and Password If you do not have an IBM ID and Password click the Register link on the sign in page to obtain access Enter your IBM ID and Password, and your Authorization ID and Pin Number Click IBM SPM, enter location profile and click on View Associated Contacts Click Contact Name and click Resend Pin 9-Apr-19

Back Up Materials Claim Reviews The IBM Agreement Compliance Team performs a database analysis that checks for valid warranty activity. Areas often examined are: Claims submitted with multiple parts for the same repair action More than one claim submitted for the same repair action Excessive claims for the same machine type/serial number Improper use of warranty transaction codes Valid labor only activity Problem descriptions Agreements are reviewed and reimbursements collected when there are situations of invalid warranty claim processing. 9-Apr-19