Technical Support Services One Single Source Contract Support Capitalize on this growth opportunity!

IBM Technical Support Services What is One Stop?  Consolidated support plan for multi-vendor environment  Single point of ownership for problems  Delivers skills and experience across the x86 platform  Reduces maintenance contracting costs  Improves efficiency 2

IBM Technical Support Services 3 Why Select IBM for OEM x86 maintenance?  IBM TSS supports 80% of the Fortune 100 companies  58 support centers worldwide for rapid response supporting 170+ countries  Dedicated and exclusive education/training provides deep diagnostic skills for all technicians, across multiple manufacturer’s products  Strong remote support with level 2 and 3 support to resolve issues without waiting for onsite technician  World class parts and logistics processes and tools  IBM has held the #1 position in TBR’s quarterly Corporate IT Service & Support Customer satisfaction for third-party support providers in 10 out the last 13 calendar quarters

IBM Technical Support Services Customer Triggers To Look For…  Customers maintaining their own equipment  Customer not happy with their current HP/Dell Maintenance  Customers with HP/Dell CarePack's are Prime IBM ServiceElite Targets  Customers moving from HP/Dell to IBM  Customer looking for a Single Point of Contact 4

IBM Technical Support Services 5 5 How It All Works:  Full post warranty support:  24x7x4hr  9x5x4hr  Next Business Day  Customer Calls 800 IBM Serv IBM Support Center  Problem Determination  Resolve  Dispatch  Transfer IBM Vend Blend Blades EMC HP/Dell Towers

IBM Technical Support Services 6 Account Control  Maintenance Life Cycle Management is a concept used to gain account control: –Consolidate IBM/HP/Dell/EMC maintenance on one contract –Provide you access to see their inventory, start/end dates, –Customer updates you on inventory changes –You have access to the location and age of systems –You have maintenance cost info for refresh proposals –You build a stronger relationship by regular interaction –You become a critical part of your customers extended team

IBM Technical Support Services 7 How to Land  The first step in account control is lock down the maintenance contract you own  Gain access to the customers inventory  Provide inventory list to Ingram Micro for review –Inventory list includes model and type (serial number needed for contract) –Provide SLA’s –Decommissioned equipment –Co-term dates  Implement as a whole contract or in selective stages

IBM Technical Support Services 8 Potential Questions to Ask Your Customers: 1. When is the warranty up on your equipment and what service levels is it at? i.e. 7x24x8 2. When does your current contract expire and is all of your equipment on one contract? 3. How satisfied are you with your current service provider? 4. Are there any IBM machines at the location or is it multi- vendor? 5. What other vendor’s equipment is installed?

IBM Technical Support Services How to Expand  Offer IBM Software services to upsell the existing contract  Extend the service contract duration  Offer IBM Global Finance lease to help with the consolidated contract costs  Layer your professional services on top of the new equipment you uncovered –Remote Monitoring –Help Desk –Security –Business Continuity/Backup and Recovery 9

IBM Technical Support Services 10 Sell the Software Services Stack  Integrated Software Support Solution IBM / HP / Dell x86 Servers Software Subscription (Linux/MS/VMware) Software Support (Linux/MS/VMware) VMware Support Account Advocate (ETS / CTS)

IBM Technical Support Services What is Service Elite?  One Contract for all IBM Equipment –Flexible terms Co-term dates Multiple years 1-8 years –Flexible billing options –Enhanced Services Offerings –Easy to add/remove hardware and software support –Supports addition of multiple services for new products on one contract  Larger install base  Customers wanting one contract that could include multiple locations  10+ servers for software support = better pricing 11

IBM Technical Support Services Benefits of Elite for Business Partner  Annuity streams driving more predictable revenue  Improved value add and customer satisfaction  Improved account control and asset management  BP becomes the Trusted Advisor  Prepay discount for multiple years and tiered pricing  Upsell Opportunities  Provides incentives for longer-term contracts, adding multiple services and prepaid billing  Allows machines to be added with coterminous contract end/renewal dates 12

IBM Technical Support Services What’s Next … 13