1. © 2011 IBM Corporation 1 Technical Advisor (TA): Summary Definition Included at no charge during Warranty and for an additional fee post Warranty, TA is an enhancement to Base support (SWMA/Support Line, Warranty/HWMA) that delivers the following 1.Relationship based account management by a named TA who maintains an awareness of the client and their eligible Storage devices within IBM support. 2.Assistance with planning and guidance on proposed changes to eligible storage devices 3.Advice/guidance on maximizing availability and providing best practices for eligible storage devices Features  Problem Management –Assigned TA will monitor open reported problems being worked by SWMA/HWMA personnel to ensure that all appropriate actions are being taken and will assist with critical problems by providing additional coordination/management as needed.  Proactive Problem Prevention –Your TA will provide information on the latest maintenance, best practices and other appropriate tips/techniques related to your eligible storage devices as they become available.  Account Management –A named TA is available during Prime Shift (9x5, M thr F) to provide a focal point within IBM for questions related to eligible Storage devices Benefits 1.Designed to provide a relationship component to standard IBM base Support on eligible storage products 2.Designed to assist in avoiding the costs/business impact of a problem 3.Improves IT availability via sharing of maintenance and best practices advice.

2. © 2011 IBM Corporation 2 SWMATAAACTS How-To/Usage Technical Support AA Team CTS Team Known and New Defect Technical Support AA Team CTS Team Potential for Live call DAC Single point of Entry to Support for SW/HW AA Team CTS Team Dedicated Technical Support Team Deep System Level Skills Enhanced Problem Resolution Limited to Sev 1 Coordination Full Electronic reports / status calls Customized to client need Assistance with Problem Prevention / Planning Customized to client need Account Management Limited Full Senior Product Support Skills & Proweb & Custom Support Criteria Customized to client environment Integrated HW/SW Support All severity HW coverage ESO Option Priority Engagement by Development Support ESO Option Specialist Support Days Note 1 Note 1 Note 2 Note 1: Purchased separately from main service Note 2: 1 x SSD mandatory purchase if ESO selected US TSS Software Services – XIV, ProtecTIER, SoNAS

3. © 2011 IBM Corporation 3 HWMASWMATAAACTS Initial Customer Contact Target w/Action Plan Prime Shift / Off Shift 1 Hour 2 hrs Prime 4 hrs Off NA30 min 24 x 7, 365 Option: Sev 1: 15 Min Prime Shift 30 Min Off Shift Potential for live callNo Yes Hours of Support 8x5 NBD, 24x7x4, 24x7x2 24x7 Sev 1 only; 8x5 all others, 9 x 5, Mon thru Fri Maps to Base Support Who works reported Problems?HW teamSW TeamNAAA TeamCTS Team Electronic Items eSA Remote Monitoring End of next business day Customer Support Plan Operational Support Plan Monthly Service Activity Proweb Follow-up Target Response When info available NA or as agreed for a critical problem Sev 1: 4 hours, as agreed Sev 2: daily, as agreed Sev 3 and 4: as info available Sev 1: 4 hours, as agreed Sev 2: daily, as agreed Sev 3 and 4: when information available Software Services – Service Deliverables