Company Confidential Contact Center information package for new Device First Use flow 22 nd Dec 2009

Company Confidential © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials 2 General information Service promotion My Nokia- and Nokia pre-account created automatically at first device use Possibility to complete Nokia Account at first Ovi feature use Automatic tips and support communication The date of the first power-up will be recorded as part of Device First Use parameter setting (roll-out to devices starting P1 2010, full global deployment by end of Q1 2010). After latest Ovi Music release, user is able to activate Comes with Music service without username or password (and address) and at the same time being able to download music right from device first time use (on Device First Use –enabled Comes With Music devices first starting in India and China) Selected My Nokia countries in scope (varies by device variants) Coming gradually to almost all Nokia devices. Already started with some new devices and with software updates to some existing devices Can be noticed/identified from the following illustrative startup flow (see next slides)

Company Confidential Welcome To get the most out of your new device, you will receive FREE useful tips and support messages from Nokia. By starting to use your device you accept the service terms in the sales package. Welcome Ok MSISDN (mobile number), IMEI (device serial number), MCC & MNC and communication sign-up automatically stored and combined into one consumer profile in the back-end. 2 Nokia pre-account creation automatically, to enable easy Nokia account completion at first Ovi service use 3 Service promotion *) (for approx. 8 seconds) Home screen Lead service promotion, support messages from My Nokia, and Nokia pre-account creation at Device First Use flow Tips and support messages automatically for all, easy to opt out later Critical alerts for all Promote 1 Initiate Nokia hands etc Illustrative example only *)Promotion screen visible globally, whereas Welcome screen in supported countries only This device includes Maps for navigation and other Ovi services by Nokia.

Company Confidential Welcome SMS after successful sign-up Returning My Nokia member New My Nokia member To get the most out of your new device, you will receive FREE useful tips and support messages from Nokia. By starting to use your device you accept the service terms in the sales package. Welcome Ok Tips and support messages automatically for all, easy to opt out later through e.g. web,.mobi, contact center, "MYNOKIA STOP" SMS, click on unsubscribe link in , or ‘Unsubscribe’ in My Nokia in-device application. Critical alerts such as critical software updates, battery recall etc, opt-out does not stop this communication. Disabling also critical alerts can be done by CC by removing user data from the Nokia backend system. Illustrative only Welcome to My Nokia, You will shortly start receiving free tips and support messages for your device via SMS. If you no longer wish to receive tips to your mobile, go to the My Nokia icon in your device and select Unsubscribe. Welcome back, We hope you enjoy your new device as much as the previous one. To help, you will continue to receive free tips and support messages for your device. If you no longer wish to receive tips to your mobile, go to the My Nokia icon in your device and select Unsubscribe.

Company Confidential Nokia account completion at Device First Use Consumer completes Nokia account by defining user name and password at first service use (illustrated below) If already has a Nokia account, old credentials can be used to sign in My Nokia credentials not applicable for signing in to other services (if not already combined with Nokia account) First Ovi service use in device, e.g. Maps favorites sync Service enabled Single sign-on completed Account completion Mobile number prefilled based on token Illustrative only

Company Confidential © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials 6 Related information added in sales boxes: Updates and country variations to below text possible Thank you for choosing Nokia. By starting to use your device you begin your exciting journey with us. First use of your device To access the wide range of Nokia’s Ovi services a Nokia Account will be automatically created for you when you first use your device. You then only need to add personal user information when accessing the services for the first time, after which you can manage your Nokia Account online. To help you to get the most out of your device and services, you will start receiving free personalized text messages from My Nokia with tips, tricks and support. You may unsubscribe from these My Nokia messages at any time by following the information on the welcome message you receive shortly after activating your device, or by clicking the My Nokia icon in your device and selecting Unsubscribe. Upon first use of your device and after you have updated the Nokia device software an activation text message will be sent to Nokia. Software updates If you update your Nokia device software the information described above in this notice still applies. To ensure you have the latest Nokia device software and applications, your device checks the availability of software updates from Nokia. If any are available you will be prompted to approve their installation. You may disable automatic checking for updates through settings in your device. You may also install software through available software update channels. Other important information By starting to use the device or when you update the Nokia device software you accept the Ovi Service Terms and Privacy Policy ("Terms") included in the sales box or as otherwise made available to you. To provide you with the services described above your mobile number, device serial number and mobile subscription identifiers will be sent to Nokia upon first use of the device. Some or all of the above information may also be sent to Nokia in connection with software updates. This information may be used as further specified in the Privacy Policy. This notice is not applicable and the welcome screen will not appear at first device use, if the service is not available in your country, software version or selected device language. Normal charges for text messages and transmission of data will apply. In addition to terms in sales boxes: This is an Ovi service device. Registration via SMS required. Operator fees, Ovi Service Terms and Privacy Policy apply. Legal Notice added on sales boxes: Ovi terms of use, Privacy policy and Device First Use terms can be found at: This link is prompted also at NSU/Ovi Suite install when accepting sw terms of use

Company Confidential Roll-out plan Included in most of My Nokia supported countries See My Nokia copuntries at: Coming gradually to almost all new Nokia devices. Started already with some selected new devices. Some of the existing devices are getting the new Device First Use flow with software maintenance releases. © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials 7

Company Confidential © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials 8 FAQ See the FAQ’s from the attached document:

Company Confidential Reporting and Escalation Reporting: Siebel reporting regarding new phone startup and related registrations under product: “My Nokia” Escalation Use same escalation channel as in My Nokia cases © 2008 Nokia V1-Filename.ppt / YYYY-MM-DD / Initials 9