1. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Services Microsoft | EMEA Channel Partner Conference 2014 Let’s Break New Ground Together.

2. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Raise awareness of what’s available today Give you an idea of what we are thinking about for the future Get your input! Session Objectives: Questions & feedback at the end please!

3. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Agenda Start timeTopicContent 8:30Introduction to speaker and session 1 slide biog for speaker(s) 1 slide session overview 8:40Regional Service Centre: Programmatic Support – what we offer Overview of what services we offer through the RSC – online and phone 8:50Partner Advisory Services – O365 What’s available from PTS and for who? VOP / Advantages of using PTS 9:05Technical Support for Partners – O365 What’s available (Premier, Apollo, Broad Commercial) 9:15Future Focus Partner Support Pilot 9:20Q&A / Discussion Open to the floor 9:30Close and Thanks

4. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Current Position since 2011: EMEA Lead – Office 365 (Syndication) Partner Services Group I have been with Microsoft for 15 years, starting as Manager of the “Partner Technical Sales” Team in Germany – “Enabling our Partners to sell and deploy our Products. I then moved to Customer Service, where I was responsible for the Customer Service in Germany and then built up the EMEA Customer & Partner Advocacy Group. Introduction – Albert Schafhauser

5. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives In Current Position since February 2014 EMEA Cloud Accelerate O365 Technical Support Program Manager I have worked for Microsoft for 20 years, starting as a technical support engineer in South Africa. I have moved between many jobs (and countries) in technical support and customer services over the past 20 years. Before I came to Microsoft I worked for a Partner in South Africa and many of my roles over the past 20 years with Microsoft have involved Partner strategy and experience. Introduction – Morganna Pearse

6. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Partner Technical Services and Support Partner Technical Services (MPN) Enterprise Social Communications Mobility Development Cloud Devices Service delivery management Proactive support that meets your business needs Partner-specific content, insight, and readiness Critical situation, 24x7 onsite support Partner support communities Training Technical presales assistance and advisory support Product support from Microsoft experts Small and medium business self-help and community support

7. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives MPN Services – Partner Entitlement Network Community Member Partner Support Community Microsoft Partner Network Subscription (MAPS) Partner Support Community RSC Phone 10 Advisory Hours BCPS (Max 10) Silver Competency Partner Support Community RSC Phone 20 Advisory Hours BCPS (Max 10) 5-Pack Incidents Gold Competency Partner Support Community RSC Phone 50 Advisory Hours BCPS (Max 15) 5-Pack Incidents

8. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Partner Technical Services - What can we do for you? INCREASE KNOWLEDGE TRAINING WORKSHOPS Product overviews, technical sales and deep dive knowledge on solutions PRACTICE ACCELERATOR Use Microsoft best practices to expand your services practice and successfully deploy Microsoft solutions. RECEIVE DEVELOPMENT Deployment Services Development Services Chalk Talks Partner Support Community RESOLVE SPECIFIC PRODUCT ISSUES Partner Support Community Differentiated Cloud Support for Cloud Accelerate Business Critical Phone Support ACCELERATE CLOSING DEALS Competitive Assistance Proof of Concept RFP Desk Partner Support Community: Presales Assistance Forum Partner feedback : 10% Increase in profit per project 20% Faster project approval -DSM Case Study when engaging Practice Accelerator offering Partner feedback : 75% Faster resolution to issues 40-50 hours saved of developer labor – Karmak Case Study when engaging Advisory Services Partner feedback : 80% reduction in Support response time to customer 33% issues already had resolutions within the forums - Shanghai Nanyang Wanbang Software Technology Co. Ltd. Case Study MPN Support Benefits: 4x more deals 70% more revenue growth 5% increase in deals won - Partner Impact for all MPN Partners engaged with PTS vs. MPN partners not engaged with PTS as of July 2013

9. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Deploy Deployment Technical workshops Expand your skillset to implement reliable deployments and develop with confidence: Office 365 Deployment Jump Start for SMB Office 365 Tech Series Deploying and Supporting Office 365 Cloud Deployments Migration Strategies SharePoint Server 2013 and Office 365 Hybrid Coexistence Scenarios Workshop Office 365 Deployment Shadowing Advisory Services Personalized 1:1 technical assistance to guide you with your customer solution from development, deployment and through support Office 365 Practice Accelerator Learn fundamental deployment principles and processes that lead to repeatable successful deployments Support Support Technical workshops Expand your skillset to support your customers: Office 365 Troubleshooting workshops Cloud Accelerate Technical Support Access to a dedicated team of technical support engineers 24/7 to resolve technical problems during a cloud software deployment project. Sell Presales Technical Specialist workshops Expand your technical presales knowledge and close more deals Introducing the New Office and How to Demo Selling Office 365 – Why use the customer decision framework Selling Office 365 – Qualify the opportunity with cloud principles Selling Office 365 - Licensing Overview The new Office: Enterprise & SMB Compete Selling Office 365 - FastTrack Deployment Selling Office 365 - Sell with the Customer Immersion Experience Technical Presales Advisory Services Close more deals with technical presales guidance; examples: Competitive assistance Feature overview and comparison guidance RFP questions Business value proposition Proof of concept guidance Technical licensing recommendations Partner Technical Services O365 Offerings – Available now

10. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Partner O365 Technical Support Overview There is an Office 365 community available to Customers and Partners here: http://community.office365.comhttp://community.office365.com Cloud Partners should submit a technical support service request through MOP: https://portal.microsoftonline.com for Sev B and C caseshttps://portal.microsoftonline.com Network Assessment & Activation Services Adoption & Change Management Social Analytics Lifecycle Services Online Support Phone Support Cloud Partners may create a Sev A technical support case by calling the RSC and selecting the Online (Cloud) Services option off the IVR Microsoft Services Premier Support for Partners (PSfP) is a technical support option specifically available to partners for Microsoft products and services, including Office 365. This customizable managed support offering makes Microsoft an extension of your organization, providing you with access to the latest information, guidance, and expert assistance. You may call the Office 365 technical support number

11. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Future Business for Partners - IDC Study Cloud Partners are the best performing partners. Higher revenue, Higher gross profit Higher customer acquisition FASTER GROWTH. Cloud Growth is 5X that of The IT industry overall. Customers will continue to have a hybrid approach for a long time to come. %74 of customers also want their trusted cloud service provider to be able to offer on premis expertise, support being one of the key elements

12. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives How Partners are Making Money with Office 365 Office 365 Licensing Revenue Deployment & Migration Services Managed Services and Packaged IP BaselineGoodBetterBest $48-240 / seat$40-120 / seat$50-80 / seat Tier 1 / Tier 2 support New user set-up Updates End-user training SharePoint Templates Windows Intune Desktop Management Policy/Patch Management Software Asset Management Assessment / planning Migration of data Establishment of service Recurring Add-on Projects and Solutions $40+ / seat Expansion Customization LOB integration IT infrastructure design IT planning IT training Managed Services/ IP Margins 50%+ Billable Services Margins 35-42%

13. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives Pilot: Helping you create Support Services for your Customers Cloud Support Services Will open the cloud opportunity to the partners by helping partners establish a stronger relation with their customers. Workshop I Partner Support Opportunities Support Business Models Support Business Best Practices Workshop II Deep Dive On Creating a Support Organization Planning, Setup, Processes, Tools, Forcasting Resourcing, Recruiting, Readiness, Boundaries Workshop III Best Class Cloud Troubleshooting Practice Troubleshooting Tools and Resources Escalation Processes

14. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentations. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT CONFIDENTIAL – FOR PARTNER USE ONLY. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15. Microsoft | EMEA Channel Partner Conference 2014 Services Channel Incentives © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentations. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT CONFIDENTIAL – FOR PARTNER USE ONLY. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. Thank you! Any feedback or further questions to: Albert Schafhauser alberts@microsoft.comalberts@microsoft.com Morganna Pearse mpearse@microsoft.commpearse@microsoft.com