Dell ProSupport: Networking support capabilities update Sales training

Training objectives The purpose of this training is to provide an overview of the networking support capabilities and structure within the Dell ProSupport model. Additionally, this will align the scope of Dell ProSupport to industry leaders for networking support. By the end of this training session, you should walk away knowing you can: Discuss networking support needs, and why Dell Understand ProSupport for the networking environment and distinguish its differences with competitors Sources: Competitive research on Cisco / HP / Juniper / Brocade IDC Analyst with 20+ years of networking experience on HP / Cisco / Juniper support contracts Force 10 Support Team Current 3rd party relationships (Aruba / Brocade Confidential

Support Services portfolio Networking support Hardware Support Basic Service Dell ProSupport Multivendor Hardware Support Mission Critical Specialized Onsite Services Protection Services Accidental Damage Extended Battery Service Keep Your Hard Drive Certified Data Destruction Hard Drive Data Recovery Software Support Dell ProSupport Software subscription offers and support Advisory Services IT Advisory Services Remote Advisory Services Proactive Maintenance Confidential

Dell ProSupport - Networking support Expert support to help manage the complexities of integrating new networking technology into your customers’ environment. Single Point-of-Contact for support Direct access to expert phone support available 24x7 Configuration assistance and performance troubleshooting Software updates and patches for select titles Management and monitoring via the Global Command Center Beyond break-fix Leverage our global scale and skill Shift downtime into uptime Confidential

Networking support Features at-a-glance Networking support is: ProSupport is enhanced with additional networking capabilities Power on device and management of IP Address Installation and activation of licenses Configuration Problem Assistance including explanation of networking features, troubleshooting configuration issues; answer syntax questions Best Practice Recommendations as defined by Dell/Industry Troubleshoot and diagnose performance degradation based on documented specs Best effort interoperability with non-Dell specific devices Customer training Initial installation, implementation and/or design Network & feature design and approval Performance tuning, system optimization, feature implementation or other similar services Proof of Concept or Consulting Software recommendations CLI scripting Tuning Troubleshooting dropped packets on non-Dell equipment Security policy or design recommendations, intrusion protection, ACL configuration Networking support is not: These items are NOT included, nor in the scope of traditional ProSupport For more details on in or out of scope items, please refer to the backup slides Confidential

Networking support Competitive coverage overview (Gartner / IDC Analysts) Features, per device Dell ProSupport Cisco SmartNet HP – Support Plus 24 7x24x365 Hardware and Software Support L1/L2 Support Onsite Part Replacement Software updates / patches L3 Support Configuration Problem Assistance / Performance Troubleshooting Installation / Deployment Services * Implementation / Step by Step Services * Based on discussions with Gartner / IDC Analysts Dell ProSupport column represents support on Dell and Force10 products * Cisco leverages its channel to deliver these features; thus, there is probably a perception this is included as part of SmartNet, when in reality these are bundled by the channel Delivered by OEM Delivered by Channel /Partner Not covered by Support contract Confidential

Networking support Global technical support footprint Limerick, Ireland Kawasaki, Japan Round Rock, TX Xiamen, China Penang, Malaysia 5 ProSupport Global Command Centers NOTE: Global Enterprise Networking Support FTEs includes Force10 headcount but does not include Force 10 Case Volume, CE, or Certifications. Capability Global Tech Support for Networking works an average of 3100 cases a quarter globally with a staff of 174 service engineers (including Force 10). Technicians have over 10 weeks of available training to support the 8 different Networking OS’s supported by Dell today. Regarding capability, Dell ProSupport services are staffed 24x7 and are able to collaborative with other internal Dell support teams (EqualLogic, Compellent, Dell|EMC, IDM, PV/NAS, HC Microsoft, HC Virtualization, HC Alt OS, HC Systems Management, Server ELS, and others) along with select 3rd parties using Collaborative Support in order to resolve any Datacenter problem from End-to-End. To manage this capability, GSS utilizes a global CRM (Delta) and global CCO desk to manage and track case and call volume including escalation management, staff scheduling, and headcount forecasting. Credibility In our Enterprise space, we have 547 active networking certifications for Cisco, Aruba, Juniper, Brocade, and also SonicWall. Annually, we set aside portions of our budget for adding key certifications where needed, but also budget for advanced training and conferences to grow our skill set and improve our credibility. Regarding overall credibility, we use several metrics to ensure that services provides a quality experience to customer such as CE, RDR, and Service Level. Our goals is to avoid all repeat dispatches, answer calls in a timely manner and improve CE. To that end, we scrub both our CE and RDR results for root cause and future opportunities for improvement. In Networking, our certification data and CE scores are our primary measurements for success, but there are still challenges to each. For example, Sales has ask support if we are ready and capable particularly in APJ. We are focusing on global certifications and training, but APJ’s challenge is a lack of experience due to low case volume. Therefore, they need assistance from the other regions. Our solution is to share ABU and EMEA resources with APJ to help resolve their issues. Managing 160+ product, system and solution engineers and consultants. Managing 3K+ quarterly networking cases, with over 90% CE in most countries. Monitoring 14 regional call centers, 4 domain expert centers, and 5 product expert centers. Over 600K Network ASUs, with direct support in 102 countries. Confidential

Networking support Advanced training Q4FY12 Advancements Advanced Broadcom training Advanced Aruba wireless training 66 new global networking certifications GSS lab expansion for Networking (Brocade, Juniper, Aruba, Force 10, and PowerConnect) Past FY13 FY14 Engineering Certificates (Cisco, Aruba, Juniper, Brocade, SonicWall) 50+ 547 1000+ Architect Certificates (CCIE + JNCIE) 4 8 Supported O/S 3 10+ Advancement Training 1 wk 10 wk 12 wk Annual Training (NPI/Vitality) 2 wk 3 wk NOTE: Global Enterprise Networking Support FTEs does not include Force 10 Certifications. Q4 FY12 Advancements In Q4 we added an additional week of Advanced Broadcom training for our PowerConnect classic line and another two weeks of advanced Aruba training. Both are still in the process of being delivered globally, but adding the content to our training pages will help shorten call times and improve CE for those products. We also added $2.4 million worth of Networking Lab equipment, a portion of which was part of the Force 10 M&A budget, but other pieces were for NPI and have been useful for addressing current issues with Tulane, Goodrich, Hays County, and Glen Rose. For certifications, 66 Networking certifications were added. *Dell only, Force10 not included Confidential

Networking support Frequently Asked Questions Dell ProSupport networking support FAQs How did we determine what to include for configuration assistance as part of the ProSupport contract? We determined the scope based on information that we have had with networking experts from Gartner and IDC.  We compared the scope above to what our competitors, such as Cisco, Juniper, and HP, do as part of their support contract.  We also received input from our Force 10 team. What if a customer wants Dell to install the device or walk them through an implementation of a feature across their environment? Installation, Deployment and Implementation services are not part of a support contract due to complexity and the time it takes to do it correctly. Dell has Remote Installation Services (RIS), Onsite Deployment and Remote Advisory Services (RAS) for those customers that have this need.  Also, we have found from our conversations with analysts that Cisco does not include this as part of SmartNet; they would advise the customer to reach out to their resellers to get complete. Confidential

Thank you Confidential