ProSupport Plus for PCs and Tablets

ProSupport Plus for PCs and Tablets Complete support with minimal effort ProSupport Plus is the only complete support service that combines priority access to expert support, accidental damage repair, and proactive monitoring for automatic issue prevention and resolution. It ensures PCs and tablets are running smoothly so customers can focus on what’s important. ProSupport Plus is the only complete support service that combines priority access to expert support, accidental damage repair, and proactive monitoring for automatic issue prevention and resolution. It helps ensure PCs and tablets are running smoothly so you and your customers can focus on what’s important.

Only 20% of IT time is spent on innovation And it hasn’t changed in years 2013 2014 IT time spent on routine operations & support IT time spent on Innovation 78% 79% 22% 21% 2012 As a best practice for any product development we start with looking at the market. IDC, a leader in market research, shows that over the last 4 years, IT staff has only spent about 20% of their time on innovation and the majority of their time on routine support. This trend hasn’t changes in years. Companies today want their IT staff and dollars to go further towards solving big business problems not routine operations and support. With 80% of IT time currently being spent on routine support, there is still a huge desire for internal IT staffs to shift the mix and spend more time on innovation. Source: IDC Converged and Integrated Systems End-User Survey, N = 300 (2012), N = 308 (2013), N=301 (2014)

ProSupport Plus Experts Insights Ease Benefits: Resolve issues quickly with ProSupport engineers Increase productivity with proactive automated support ProSupport Plus Avoid downtime with failure prevention Complete support with minimal effort Protect your investment with coverage for accidents Secure your data with hard drive retention Experts Insights Ease · Priority access to ProSupport engineers · Dedicated Technical Account Manager* · Collaborative support · Proactive issue detection · Predictive failure prevention · Monthly history and contract reporting* · Automated case creation with notification · Repair for drops, spills and surges · Retain hard drive after replacement If you can only add one slide to introduce ProSupport Plus to your customer, this is the one we recommend you use. On the left is our tagline, ProSupport Plus, complete support with minimal effort. With ProSupport Plus, our customers will get the most complete support service in the market today. On the right side of the slide are the 5 key benefits: First, resolving issues quickly. With this benefit, your calls go to the front of ProSupport queue. ProSupport Plus gets you to the experts faster getting you on to more important business quicker. With automated support and SupportAssist, we have remote monitoring that is used to detect system issues and a failure in the environment, it then triggers case creation and notifies the customer. Now remember on slide one where we discussed Big Data as one of the current market challenges? This is where it matters. We monitor and collect system state data across all our customers’ environments. With this system information, we start to see trends and patterns that are going to allow us to predict failure. Today, predictive support is offered on both batteries and hard drives. Protecting investments with coverage from accidents, Accidental Damage today is one of our most popular a la carte offerings. It is now included with ProSupport Plus so customers will have complete coverage whether it’s a drop, spill or surge. It is covered from end to end. The second most popular a la carte offering, historically, is Keep Your Hard Drive. Customers that have sensitive data or federal regulations to protect data on their drives cannot send the drive back to Dell or a have the drive leave their location. This allows you to retain the hard drive after replacement. At the bottom of the slide, you will also see a summary of the features in a little more detail. More detail on those coming up. *Available for customers with 1000 or more ProSupport Plus Systems

PCs and Tablets support services Feature comparison Base Warranty ProSupport ProSupport Plus Technical support through phone, chat and online Business hours 24x7 24x7 Hardware repair service delivery1 Varies Onsite Onsite Self-service case management and parts dispatch through TechDirect    Direct access to in-region ProSupport engineers  Priority Access Single resource for software and hardware expertise    Command center monitoring and crisis management   Software support with collaborative 3rd party assistance   Case Management API for helpdesk integration   Automated issue detection, notification and case creation by SupportAssist2   Predictive issue detection for failure prevention by SupportAssist2  Accidental damage repair for drops, spills and surges  Retention of hard drive after replacement3  Dedicated Technical Account Manager4  Monthly support history and contract reporting4  1 Onsite not available on some Venue ,Chromebook and Rugged Latitude products 2 SupportAssist only available on Windows based products; predictive technology available on hard drives and batteries 3 Hard drive retention not available on Chromebook or Venue tablets except the Venue 11 Pro 4 Available for customers with 1,000 or more ProSupport Plus Systems To summarize, here’s how the PC and tablet support portfolio stacks up, including Base Warranty, ProSupport and ProSupport Plus. Starting with the Base warranty, which is really a business hour hardware support service. It is a good service for customers that only need hardware support. If they need anything more than that, ProSupport and ProSupport Plus are better options. With ProSupport Plus, you’ll see our most complete and highest level of support. It offers software support, remote monitoring through the command center and then some of our tools, which cover case management API and also automated detection through SupportAssist. It also includes Accidental Damage and Keep Your Hard Drive, making it our most complete support service. ProSupport has been in the market for several years. We can see in the chart that it also has a lot of great features, but doesn’t include the added premium features and is not as complete as ProSupport Plus.

Reduce customer effort and downtime with SupportAssist Proactive and predictive automated support Hardware Support Fault occurs Customer contacts Dell Verify service contract Trouble- shoot Traditional manual support Manual case creation Manual case creation Gather system state Higher customer effort, longer downtime Resolve ProSupport Plus Fault occurs Auto case creation Dell contacts customer Resolve Proactive automated support Less customer effort and downtime Predict failure Auto case creation Dell contacts customer Resolve Predictive automated support Avoid failures and downtime Initially, hard drives and batteries Let’s compare how the support model has worked traditionally, which is shown here, and then how ProSupport Plus will work with proactive and predictive support. With the traditional tech support model, that all of you are familiar with, what typically happens first is a failure occurs in the environment. At this point, IT contacts their support who spends time on the phone to verify the name and contact information on the service tag and then create a case. Then, tech support asks for a lot of information on the state of their system in order to narrow down the focus for troubleshooting. After that, tech support does the troubleshooting and then finally helps IT resolve the issue. This flow is entirely reactive. It’s up to the customer or, in the case of larger environment, possibly the end-user submitting a ticket into their IT staff, to contact tech support. It is a multi-step process and during that entire process, the end-user could be experiencing downtime. With ProSupport Plus and SupportAssist, the support process is completely different and can happen two different ways: The first is proactive automated support. Because of the monitoring that SupportAssist is doing, when a fault does occur, as in the scenario above, it then will trigger case creation with Dell tech support and notifies the customer. In this scenario, Dell starts the conversation with the customer, which is a huge difference from the traditional support process shown at the top of the slide. In addition to starting the conversation and automatically creating the case, we have gathered all the system information. Because of that, we actually know what the problem is and, in most cases, we are only contacting the customer to verify the shipping address to ensure we send the part to the correct address. All of this leads to streamlined process with fewer steps and a much faster time to resolution. Further, there are some scenarios that are completely automated all the way through the part dispatch process without having to talk to a Dell technician. The second scenario, shown at the bottom of the slide, gives our customers an even better experience. This scenario shows our predictive capabilities because we contact our customer before the fault even occurs. We actually predict the failure and then we follow the same steps of creating the case and contacting our customer to confirm the shipping address. We will call them to let them know their hard drive is about to fail, remind them to back-up their data, confirm their contact information and then send the part all before they even knew there would be an issue.

Days for parts replacement ProSupport Plus with SupportAssist resolves issues faster than the competition “SupportAssist found the problem and Dell started the conversation” Days for parts replacement Minutes on the phone Steps to resolve 58% reduction 84% reduction 5X faster HP Care Pack, NBD + AD HP Care Pack, NBD + AD HP Care Pack, NBD + AD ProSupport Plus Lenovo Unlimited Premium Support ProSupport Plus Lenovo Unlimited Premium Support ProSupport Plus Lenovo Unlimited Premium Support Source: Third-party lab testing with Principled Technologies (Tech Support process compared against HP & Lenovo), Oct 2014 Now for the real quantifiable impact of ProSupport Plus with SupportAssist. These are the results of a study from Principled Technologies, a third party quality benchmarking firm. They compared ProSupport Plus with SupportAssist to HP’s and Lenovo’s premium support offers, HP Carepack Next Business Day + accidental damage coverage and Lenovo unlimited premium support with next business day + accidental damage coverage. We tasked them with simulating a hard drive failure in their lab and tracking two key metrics the third was an unexpected discovery/surprise: First Metric: Minutes on the phone was used to determine how much time was spent with tech support There was up to an 84% reduction in minutes on the phone with ProSupport Plus compared to HP or Lenovo The second Metric: Number of steps needed to resolve their issue. You also see up to a 58% reduction in steps required to resolve the issue. The third metric: The third graph tracked the number of days it took for the parts replacement to be complete. Parts delivery was up to 5 times faster in terms of days for parts replacement. It is important to note that for parts replacement, these are all NBD contracts so they are probably just misses in regards to their SLA. When you consider the downtime for the end-user, the experience is dramatically different. Looking at all these results, you’ll see that Dell outperformed HP and Lenovo in each case, much better than we expected in the study with Principled Technologies. These results are very positive for Dell so you may want to know more about Principled Technologies and the methodology they used. Principled Technologies is a technology assessment vendor who specializes in lab-based studies for product and service assessment across various technology products, i.e., servers, storage, laptops, tablets, smartphones, software etc. For the testing methodology, Principled Technologies simulated Hard Drive Failures in their lab on Dell, HP and Lenovo systems and compared the respective support processes within the best available support offer Systems: Commercial: Dell Latitude 6440, HP ProBook 640 G1, Lenovo ThinkPad T440 Support Offers:  (HP 3 yr NBD with Accidental Damage, Lenovo Unlimited Premium Support)  Time Period: Oct - Nov 2014   Based on the testing, you can see that ProSupport Plus with SupportAssist is a game changer in the market.

Managing ProSupport Plus devices with SupportAssist Contact customer SupportAssist Alert Alert System state Predict Manage a single device SupportAssist Alert ProSupport Engineers SupportAssist Intelligence Engine SupportAssist TechDirect Portal Predict Alert System state Report Manage multiple devices Manage cases Analyzes system state Predicts failures Enables reporting Technical Account Manager SupportAssist Contact customer High level script: One of the questions you may have is how SupportAssist would actually work in your environment. With Support Assist, customers have several options. For small businesses without managed IT, SupportAssist is installed directly on the end user’s device. When a fault occurs, the end user is alerted directly and the support call is automatically initiated. For larger customers that centralize support of multiple devices through managed IT or through a partner, SupportAssist delivers alerts and enables case management via TechDirect. A support call is also initiated at this time. In either scenario, alerts and notification paths are based on customer preferences and set up at deployment.

IT Administrator experience when setting up multiple systems

Checkup scans system based on chosen schedule

Intuitive and personalized dashboard

Customer has alert options Change Alert Settings Alerts that have not been submitted Dispatches after submitted or auto-submitted View Alert Details Cases after submitted or auto-submitted

SupportAssist related cases and dispatches

Getting started with SupportAssist for ProSupport Plus Download the software 1 2 Single device download SupportAssist Single device Set up SupportAssist Multiple devices Manage via TechDirect 1 SupportAssist Dell Configuration Services Dell sets up SupportAssist and TechDirect Proactive and predictive automated support 1 SupportAssist 2 3 SupportAssist Self service or Dell Consulting SupportAssist Sign up for TechDirect Download software Deploy via systems management SupportAssist How do you get started with Support Assist? There are several options, depending on your environment: For a single system, you can download the software at dell.com/supportassist. For multiple systems, you have two options: SupportAssist can be added to a customer’s image and installed through the factory. SupportAssist can also be added at the time of deployment at your customer’s site. Downloading from Dell.com is easy, whether you’re adding SupportAssist to a single device or several devices. Simply go to the URL, download the software and configure it. It is straight forward and all your customer needs are their dell.com credentials. There are a few questions to answer and then they are off and running. The second option is for a large system deployment through dell configuration services. Support Assist and TechDirect are loaded as part of the customer’s image and the systems arrive at the customer’s site ready to go. The last option, the Self-service option, is when the entire deployment is happening onsite. You can install locally or we can provide Dell consulting services to help you and your customers get SupportAssist up and running. To start downloading go to dell.com/supportassist

The Dell Difference Innovative support for your organization. Organizations all over the world are being asked to do more with less. Doing more means you need a support strategy that ensures your systems are available and issues are prevented or addressed before turning costly. When problems strike, you need a partner to help you get back up fast. With the experts, insights and ease of ProSupport Plus for PCs and Tablets, you’ll have the complete support your business needs and will always be prepared to support what’s next. Go to www.dell.com/prosupportplus for more information

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ProSupport Plus feature matrix - exceptions by product* Onsite Service Keep Your Hard Drive SupportAssist Venue 7 — Venue 8 Venue 8 Pro  Venue 11 Pro (5000 series) Venue 11 Pro (7000 series) Chromebook A35 Chromebook 11 Rugged Latitude * As of Feb 10, 2015; New products may be added at a future date

ProSupport Plus PCs and Tablets vs. Enterprise Feature comparison ProSupport Plus for PCs and tablets ProSupport Plus Enterprise Technical support through tools, online, chat and phone 24x7 Service delivery for hardware repair * Onsite Self-service case management and parts dispatch through TechDirect  Remote monitoring by SupportAssist*  Automated monitoring, issue detection and notification by SupportAssist*  Direct access to in-region ProSupport engineers  Command center monitoring and crisis management  Software support with collaborative 3rd party assistance  Software support OS & Hypervisor OS & Applications Case management API for helpdesk integration  Automated case creation by SupportAssist*  Dedicated Technical Account Manager**  Support history and contract reporting**  Predictive issue detection for failure prevention by SupportAssist*  Coming Q1FY16 Escalation Management  Retention of hard drive after replacement*  Accidental damage repair for drops, spills and surges   Support for up to 7 years  Better together ProSupport Plus for enterprise | ProSupport Plus for PCs and tablets Customers can now get our best support service across their client and enterprise devices. Both ProSupport Plus offers provide the same great customer experience and coverage for all critical systems with proactive monitoring and issue resolution provided by the same support resources. Proactive monitoring accelerates issue resolution, identifies potential problems and keeps all systems – from servers, storage and networking, to PCs and tablets – optimized and running at peak performance. System maintenance (as needed)  ProSupport Plus for PCs and tablets only: * Restrictions on some Venue, Chromebook, and Rugged Lattitudes (see details) **For customers with 1,000 or more ProSupport Plus systems