1. www.hillstonenet.com 1 Hillstone Technical Support Introduction JAN 2015

2. www.hillstonenet.com 2 2 Hillstone Global Technical Support Sunnyvale Malaysia Suzhou Technical Supprot Center- Level I & II&III Technical Supprot Center- Level I & II RMA Spare Part Base Level – I RMA Spare Part Level – II RMA Spare Part

3. www.hillstonenet.com 3 3 Global Service Structure

4. www.hillstonenet.com 4 4 Customer Technical Support Flow Customer Level-III Level-I Level-II Onsite Support Phone Support Mail Support CASE Phone CASE DataBase Customer Reseller Distributor Hillstone TAC Hillstone R&D

5. www.hillstonenet.com 5 5 Hillstone Standard Service Service ContentStandard Service Phone Support 8 ✕ 5 (Valid License) Mail Support 8 ✕ 5 (Valid License) WEB Support 8 ✕ 5 (Valid License) OS Upgrade 24 ✕ 7 (Valid License) Signature Upgrade 24 ✕ 7 (Valid License) Hardware Warranty Return & Replace(Valid License)

6. www.hillstonenet.com 6 6 Hillstone Case Severity Definitions Priority LevelDescription P1- Critical Incident Overall system/network service is down, causing the basic function of device is not able to achieve; more than 1 hour business interruption or key business data loss. P2- Major Incident Device is working, but partial Outage/Major feature/function not working; basic device function degeneration caused by potential system/service breakdown problem, such as redundant device failure, monitor terminal failure etc.; less than 1 hour business interruption caused by hardware or software issues. P3- Minor Incident Minor functional loss or poor performance issues, but no impact on customer’s key business. P4- Technical Consulting Issues that do not affect business operations. Normally, product functionality is intact, but assistance is required in installation or configuration of the device.

7. www.hillstonenet.com 7 7 Hillstone Case SLA PriorityInitial ResponseDiagnosis TimeBusiness Recovery Time Resolution Target P1< 1 hour4 hours12 hours6 days P24 hours12 hours3 days15 days P312 hours3 days6 days30 days P424 hoursNA 60 days SLAOwnerP1P2 50%TAC Manager2 Hours6 Hours 75%TAC Senior Manager3 Hours9 Hours 87.50%VP of sales & VP of R&D3.5 Hours10.5 Hours 93.75%CEO3.5 Hours10.5 Hours Hillstone Case Internal Upgrade Process

8. www.hillstonenet.com 8 8 Hillstone Professional Service Onsite Support Resident Engineer Equipment install Onsite Review Onsite Guard Remote Consultant

9. www.hillstonenet.com 9 9 Training and Certification Program Training Type  Online Training  Remote Training  E-Learning (Self-Study) Examination  Contact VUE OR Prometric

10. www.hillstonenet.com 10 Support Resources Mail Support  TAC@hillstonenet.com Knowledge Base  Kb.hillstonenet.com Product Manual Site  www.hillstonenet.com/resources Online Support  (Zendesk support portal)  ……..

11. www.hillstonenet.com 11 Thank You