© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Proactive Care Kim Lane-Brashares TS Channel Sales Mgr FY14

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2 Unplanned IT downtime can result in significant costs to your businesses In addition to lost productivity, organisations can lose substantial amounts of revenue and lose reputation for quality and reliability Mission Critical support services provide comprehensive proactive preventive support solutions across your IT environment to increase availability, boost performance and reduce these risks to your business 4. Finances Revenue recognition, cash flow, credit rating, stock price, regulatory fines 3. Reputation Customers, competitors gain advantage, suppliers, financial markets, business partners 2. Productivity Can your employees work normally during the unplanned downtime? Will as many products be made or services fulfilled? 1. Revenue Direct loss, compensatory payment, lost future revenues, billing losses, investment losses The Cost of IT downtime Mission Critical support helps prevent costly unplanned downtime

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3 Technology is simplifying, the environment is becoming more complex 80% of all unplanned IT downtime is caused by suboptimum HW configurations, compatibility issues, out of date software, firmware and inadequate IT management processes Unplanned Downtime Yet, hardware components are more reliable than ever (processors, motherboards, discs, fans etc.) 20% 80% Reactive support Mission Critical support Configuration & Processes failures Hardware failures Memory Processors Discs Fans Suboptimum configurations HW & SW compatibility issues Outdated patches Outdated firmware Outdated BIOS Outdated drivers Inadequate planning Suboptimum change management processes Suboptimum back up and recovery

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4 Issues Today When we talk to our customers today, the key measures they are being asked to meet are: in criticality within their IT environment. Without IT, the business would not be able to operate the amount of unplanned downtime within the IT environment due to the criticality of the environment the ROI by maximising the assets purchased within the IT environment All of these are to be done whilst Reducing the overall cost of IT to the business Reduce… Increase…

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 5 Creating Great Experiences Know my IT environment Know my stakeholders Know how IT enables my business Keep my infrastructure aligned and up-to-date Give me advice on how to optimise performance When I have a problem, give me access to your best people. Help me make the most of my investment Reduce my complexity and risk by being the Single point of contact for Services – with tools, deep skills, and an ecosystem of global partnerships including back-to-back service agreements What do our Customers need from their Support Provider? Make it Personal Make it Proactive Make it Simple

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 6 Our Customer Needs...Today What do our Customers need from their Support Provider? Help me keep my platform current Help me avoid identified problems What does my case history show? Rapidly connect to tech solution specialists Manage my case – no hand-offs Fix my platform efficiently and cost effectively ISV products are key to my business also Treat me as a whole entity Secure technology to help me real-time Advanced Technical Response Hardware and Software Repair Automation Avoid Problems

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7 IT IssueProactive Care Deliverable Help me keep my platform current Help me avoid identified problems What does my case history show? Rapidly connect to tech solution specialists Manage my case – no hand-offs Fix my platform efficiently and cost effectively ISV products are key to my business also Treat me as a whole entity Secure technology to help me real-time Advanced Technical Response Hardware & Software Repair Automation Avoid Problems Reduce number of calls Reduce amount of time it takes to close calls FW/SW Management and Best Practice Advice Remote Technical Account Managers delivery Firmware, patch and software update recommendations x2 Proactive Scan – x2 and Incident reporting – x4 Direct Access to Advanced Solution Centre Specialists Single Point of Contact for end-to-end case ownership Advanced solution skills Rapid engagement of ISVs as required Foundation Care L1-3 for SW products on BoM. L1/collaboration for ISS OS & HV if not on BoM HW - NBD, 24x7, 24x7x6hr CTR DMR/non DMR choices consistent with Foundation Care Remote Monitoring – 24x7 remote monitoring Reduces Call Resolution Time by 40% Highly accurate diagnostics enable 95% first time fix rate Proactive Care Personalised Option - Account Support Management Aligned & Named Account Support Manager who offers on-going advice, personal call escalation management, on-site reviews, acts as a key point of contact within HP delivery, creates & owns Customer Support Plan Personalised Support Proactive Care – Meeting our Customers Needs

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8 HP Proactive Care Proactive Care Core: Quarterly Incident Reporting (remotely) Half Yearly Proactive Scan (remotely) Half Yearly Platform Revision Management (remotely) Access to Advanced Solution Centre NB Day, 24x7x4hr & 24x7x6 CTR Hw Response & DMR Collaborative Support Assistance in installation of IRSA Personalised Option Includes: Assigned Account Support Manager Operational & Technical Advice On-site 1/2ly Support Reviews Annual Personalised Support Plan Personalised Escalation Management Skills on Demand: Access to expert technical skills when and where you need it We can scale up the service to meet your need by adding in additional Account Support Management Days. We can add in deliverables such as HP installing your firmware for you, training & assessments

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9 Who Does What?.... The TAM delivers everything remotely, over the phone. They are responsible for Call reporting x4 Firmware & Software reviews x2 Proactive Scan The are not: Are not aligned to the customer, they are not named Do not offer on-going advice The ASM (based in the UK) is named & aligned to the customer. They deliver: On-going technical advice Call escalation management On-site visit x2 Account Planning Oversee delivery of TAM Oversee any additional delivery ONLY if additional time is built in Additional ASM Days – You only get 4 ASM days in PSP, so you need to add more in to increase the ASM time. General rule: 1 Day per 10 devices Add additional days if multiple sites to be covered Add additional days if Multi- National elements Add additional days for certain additional elements such as install of firmware What you get for the solution & when.... TAM PC Core ASM PC Personalised Option Add Ons Additional ASM Days

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 10 Why Proactive Care – so what are the benefits? Resolve complex problems faster and more easily Up to 40% reduction in total problem resolution: Advanced Solution centre experts for end to end problem resolution across Server, Storage, Network and Software Leveraging our Solution Experts & Remote Tools, enables 95% first time fix rate Reduce unplanned outages Eliminate up to 50% of problems: Firmware, patch & configuration recommendations with expert advice to identify & remove potential issues across the platform before they happen Cost efficient solution When you compare industry average downtime cost against the price of Proactive Care, which leverages remote support technology & specialist remote resources to align with Customer’s investment expectations for Server, Storage & Network devices Supported by the best With Proactive Care, you have direct access to the OEM. We understand the technology because we have made the technology Leveraging relationships With Proactive Care we work with your ISV to remove any ‘grey areas’ between Hardware and Software, treating your IT environment as a whole environment

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank you

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Additional Slides For Your Reference

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 13 Questions I Like to Ask to Get Them Thinking About Their Problems and Risk!! Do your servers Dial home to HP? No Then how do you know when a component has failed? Yes Great. Do you take advantage of proactive services to get the most out of this technology? Yes Great. Lets talk about hardware. Now that we know where your risks are lets talk about how to fix them. How do you know when your hardware needs a critical firmware patch? Were you aware TPMS do not have access to critical patches or any guarantee of authentic parts being loaded with current firmware? Do you ever have to call multiple vendors to solve a problem? No TPM How do you know when a component is showing signs of fatigue? I Don’t Does this lead to additional Risk? I Don’t No Do all failures have the same priority? Yes Does HP or your TPM let you determine the priority of your calls? Are you ever frustrated with your call experience?