1. IBM Global Technology Services © 2009 IBM Corporation Request for service – high level flows US Technical Support Entitlement Software R Simon May, 2009

2. IBM Global Technology Services © 2007 IBM Corporation 2 High level request for service process flow  The slides that follow depict the high level process flow a customer may experience and the steps IBM may take for various scenarios as they relate to a customer's entitlement to the requested object of service.  These process flows include "up front entitlement" – positive verification of entitlement is required before support can be delivered. This is a requirement of  IBM Business Controls  In accordance with the US Sarbanes-Oxley Act  The actual process and work instructions are FAR more detailed.  If there are any questions please contact the Robert Simon at rsimon@us.ibm.com.

3. IBM Global Technology Services © 2007 IBM Corporation 3 A typical call – no problems finding entitlement  Customer calls 1-800-IBM-SERV for technical support, or requests electronically.  The receive call agent asks what product requires assistance and requests the associated system serial number or customer number.  The agent uses this information to search for the customer's entitlement.  If entitled to support, the agent gathers/verifies contact information, records a brief problem description, and routes the PMR to technical support.  Entitlement verification is a control point in the overall process of delivering remote technical support Customer Receive Call Remote Technical Support Receive call and Entitlement > US Software > Request for service process flow > > 96% of software voice calls go through to support with NO entitlement problems 4:04 Receive Call average handle time

4. IBM Global Technology Services © 2007 IBM Corporation 4 Unable to initially find entitlement – entitled  If the receive call agent is unable to verify entitlement he will gather/verify contact information, record a brief problem description, and live transfer the customer to the Software Customer Entitlement Team (SCET) for additional assistance.  The SCET will research many other "up-stream" and additional systems to find entitlement information or request proof of purchase from the customer.  If entitlement is found the agent will inform and educate the customer with the entitlement information so that the problems hopefully will not occur in the future, then transfer the customer on to technical support.  If a problem is found with entitlement data the SCET will take corrective actions. Customer Receive Call Customer Entitlement Team Remote Technical Support Receive call and Entitlement > US Software > Request for service process flow > 10:24 SCET average handle time 2.6% of requests have an entitlement issue BUT entitlement is found by the SCET

5. IBM Global Technology Services © 2007 IBM Corporation 5 Unable to initially find entitlement – not entitled  SCET agent determines that the customer is not entitled for support on the requested product.  The SCET agent offers to transfer the customer to Sales (if available) or have a salesperson follow up with them, and transfers the customer accordingly.  Sales works with the customer to sell a contract for the needed support.  All denied PMRs are sent to Sales as a possible lead. Sales Customer Receive Call Customer Entitlement Team Receive call and Entitlement > US Software > Request for service process flow > 1.8% of requests are denied service 2.1% of requests do not have support

6. IBM Global Technology Services © 2007 IBM Corporation 6 Exception handling Customer Receive Call Customer Entitlement Team Remote Technical Support  The SCET agent determines an exception exists  Software Enhanced Entitlement program  Off-shift severity 1 production system down situation  Management escalation and override  In the interest of client satisfaction the SCET agent transfers the customer to technical support.  Without the customer on the line, the SCET agent continues to research entitlement using a secondary PMR, taking appropriate actions. If entitlement is not found a lead is sent to Sales. Receive call and Entitlement > US Software > Request for service process flow > 0.3% of requests are provided support but are not entitled