1. Presentation Identifier Goes Here 1 Business Critical Services Helping you manage your IT Risk

2. Pervasive On-Premise IT Challenges 2 Elusive Service Levels Staffing Complexities Cost Controls Usage & Adoption Inefficiencies 100% of our customers have, or will have, at least one of these challenges… Establish / Improve Service Levels. Finding, Growing, and Retaining technology- savvy personnel. Get the most of the technology investment and productivity. Lower and Predictable Costs.

3. 3 Symantec Business Critical Services Business Critical Services is the answer to your problems…

4. Business Critical Service Offerings 4 Advanced Access Top of queue rapid reactive response Remote Product Specialist Direct access to a named technical expert Premier A Customized comprehensive service solution delivered by a dedicated support team Premier A Customized comprehensive service solution delivered by a dedicated support team Dedicated Business Critical Engineer Value-Added Services Managed Enterprise Vault Managed Backup Managed Services

5. You get A single point of contact Direct access to our product experts Our most accelerated service levels Someone who understands your company’s IT environment World-class IT risk mitigation 5 Business Critical Services

6. Business Critical Services drive Customer Value 6 Continuous Service Improvement Optimize IT Operations Stabilize IT Infrastructure Rapid Response Up-to-date best practices right where they are needed

7. 7 Staffing Complexities Elusive Service Levels Unpredictable IT Costs Usage & Adoption Inefficiencies Finding, growing, and retaining technology-savvy personnel is a challenge BCS provides rapid access to top notch expertise 24X7 Finding, growing, and retaining technology-savvy personnel is a challenge BCS provides rapid access to top notch expertise 24X7 Solution availability, inconsistent remediation efforts, & limited visibility BCS proactively ensures service levels through monitoring and management Solution availability, inconsistent remediation efforts, & limited visibility BCS proactively ensures service levels through monitoring and management Upgrades, compliance issues, and ad-hoc storage purchases BCS has access to best SYMC talent to optimize IT infrastructure and mitigate risk Upgrades, compliance issues, and ad-hoc storage purchases BCS has access to best SYMC talent to optimize IT infrastructure and mitigate risk Technology consumption gaps and unrealized solution ROI BCS service delivery ensures transparency, compliance and costs are controlled Technology consumption gaps and unrealized solution ROI BCS service delivery ensures transparency, compliance and costs are controlled How do we solve problems

8. Advanced Access Product family specific coverage Priority queuing Unlimited named callers Accelerated response targets 24X7 Advanced team call routing 8 Business Critical Services Optimize IT Operations Stabilize IT Infrastructure Rapid Response Call Coordinators FrontlineAdvanced Team Backline / Engineering X 24x7x365 Customer Advanced Access Top of queue priorityAdvanced team access

9. Remote Product Specialist Product family specific coverage Single point of contact during business hours Up to six named callers Accelerated response times Priority call queuing during non-business hours Advanced team call routing during off-hours Expedited virus submissions and response* 9 * Available with some RPS plans Business Critical Services Optimize IT Operations Stabilize IT Infrastructure Rapid Response

10. Premier Services Customizable Mission Critical Solution Product family Coverage Business Critical Account Manager Access to Business Critical Engineers Unlimited named callers Accelerated response times Priority call queuing Advanced team call routing Access to a portfolio of proactive services 10 Business Critical Services Optimize IT Operations Stabilize IT Infrastructure Rapid Response

11. Business Critical Account Manager (BCAM) Designated Named Resource Your Trusted Advisor and Business Advocate into Symantec Single Point Of Contact available 24x7 Proactive Ownership of critical severity level 1 issues Tailored Support Planning outlining your unique support requirements. Account Reviews to evaluate progress against the account support plan and continuously help improve the support of customer’s Symantec technologies. Coordination of onsite resources and proactive service deployments Scalable resource that can be scoped to meet your unique needs Optimize IT Operations Stabilize IT Infrastructure Rapid Response 11

12. Business Critical Engineer (BCE) Technical Expertise a product specific resource that can called upon by the BCAM to help resolve cases Proactive Service Delivery available to deliver a portfolio of enhancement services that are designed to help you maximize the efficiency & productivity of your Symantec products Scalable, available as a shared pooled resource or a named product specific entity just for your account Continuous Process Improvement through production planning, assistance with deployment of updates and patches and the constant transfer of knowledge Optimize IT Operations Stabilize IT Infrastructure Rapid Response 12

13. Enhancement Services Available in these scenarios Immediately available to Premier plan customers in exchange for fly-to-site entitlements. Available as add-ons should a Premier customer require more than their allotted number of fly-to- sites allow. Dedicated Business Critical Engineers may perform these services as a part of their ongoing engagement. 13 Assurance Services Change Management Ops Maintenance Business Critical Services

14. 14 Managed Services  Assume management of product daily operations  Implement and enforce SLA’s  Maximize value of Symantec technology  Deliver to Predictable Costs Making The Most Of Information Management Technology & People

15. Service Management Center 24x7 Monitoring Report Generation Incident Remediation Change Management Product Specialists Senior Technical Resource Key Planning Activities Best Practices Oversight Engineering Interface Service Delivery Manager Primary Management Interface Account Reviews Service Escalation Service Governance Managed Enterprise Vault 15 Managed Services Delivery Components Escalation & ManagementMonitoring Making The Most Of Information Management Technology & People

16. Symantec Managed Services – Conquering Challenges 16 Staffing Complexities Administration Challenges Resolution Achieved Through Elusive Service Levels Usage & Adoption Inefficiencies Cost Controls Service Management Center Managed Services Solution SLAs Symantec Best Practices Predictable Cost Making The Most Of Information Management Technology & People

17. The relationship between State of Michigan and Symantec Business Critical Services has been instrumental over the past year, as we performed a massive consolidation. Most importantly, we saved hours of frustration because of the expertise of the Business Critical Services team. The responsiveness and understanding of our environment and objectives are important to our ongoing success. With Business Critical Services, I feel we receive maximum value from the investment in Symantec technology. Dan Lohrmann Acting CTO and Director of Infrastructure Services Michigan Department of Information Technology Business Critical Services 17 Customer Value

18. Award–Winning Support Acknowledged by the industry as “being among the best in the business” 18