MAXIMING MOTOROLA REVENUE PER DEVICE SOLD WITH SERVICES

AUGUST 16, 2011

DONNA BEYERSDORFDIR., CHANNEL SERVICES MARKETINGMOTOROLA SOLUTIONS, INC.

LEVERAGE MOTOROLA PRODUCTS TO EARN ADDITIONAL REVENUE

Analysis

Training

System Design

Software Coding

StagingIntegration

Configuration

Motorola Design &

Integration Services

Motorola Break/Fix Support Services

Partner Services

Opportunity to Augment

with Motorola Services

DESIGN IMPLEMENTATION MANAGEMENT SECURITY SUPPORT

- System Audit

- Mobility Strategy Development

- IP Network Assessment

- IP Network Design

- IP Network Integration

- System Installation

- Project Management

- Commissioning

- Deployment

- Remote Monitoring and Management

- Managed Infrastructure and Device Services

- Managed WLAN and Managed Wireless Security

- Security Services

- PCI-specific Security Services

- Service from the Start programs

- Hardware Support

- Software Support

MOTOROLA ENTERPRISE MOBILITY SERVICES

Professional --- Managed --- Support

PARTNERS & MOTOROLA

MOTOROLA SUPPORT SERVICES AT-A-GLANCE (Break/Fix)

Software and System Support

Mobile Computing

ServicesScanner Services

Advance Exchange Support

Enterprise Mobility Software Support

Advance Exchange Support

On Site System Support For WLAN products

Premium RFID On Site System Support

TEAM Software Support

WLAN Software Support

RFID, TEAM and Wireless Services

Service from the Startwith ComprehensiveCoverage1 • Bronze• Gold

Service from the Startwith Device ManagementCoverage

Service Center Support • Bronze• Gold

On Site System Support for the VC5090

Enterprise Mobility Software Support

S e r v i c e f r o m t h e S t a r t P r o g r a m sAirDefense Services Platform Software Support

Mobility Services Platform (MSP) System Support

RF Management Suite Software Support

Wireless IPS Software Support

• Partner Benefits• Increased solutions revenue• Investment protection for your customer• Help to keep the competition out • Release you from post-sales support

issues• Long-term returns:

renewal opportunities additional touch points to uncover

new sales opportunities

MOTOROLA REPAIR SERVICES - THE BASICS

ENTITLEMENT SERVICE DELIVERY START DATES

•Warranty

•Service Agreement (Contract)

•Flat Rate Repair (T&M)• Warranty expired –

no service contract

•On-Site Support•Depot Repair - Service Center (Return & Repair) - Advance Exchange

ADDITIONAL OPTIONS • Comprehensive Cvg• Express Shipping• Commissioning• Battery Maintenance

•Service from the Start (up-front w/ product)

- Available 30 days of original HW purchase - Multi-year with discount•Service Center - After 30 days of HW purchase - Post-warranty

ADVANCE EXCHANGE SUPPORT REPAIR MODEL

Request for replacement unit is sent to the Motorola service center

Customer calls the support center

Unit is restored to factory specifications and returned to the Motorola-provided spares pool

Replacement unit is shipped to customer via next-business-day delivery

Customer ships defective unit to the Motorola service center (within 30 days)

Motorola Service Center

Customer

Motorola Support Specialist

DEPOT REPAIR MODEL REPAIR MODEL

Remote triage of device over the phone

Customer calls the support center

Customer submits RMA and ships device to the Motorola Service Center (Depot)

Motorola repairs device and sends repaired unit back to the customer

Motorola Service Center

Customer

Motorola Support Specialist

ON SITE SYSTEM SUPPORTREPAIR MODEL

If the Issue Cannot be Resolved Remotely, an FSR is Dispatched

the Next Business Day

Customer Calls the Support Center

Mu

ltip

leC

ust

om

er

Site

s

Store A

Location

Store B

Main Office

Factory B

Factory AStore B

Store A

Remote Location

Motorola Support Specialist

FSR

9

Customer Purchased MC9090G

Mobile Computer

Yes

Service from the Start with

Comprehensive Coverage - Bronze

$366 list pricefor three (3) yearsSSB-MC9090G-30

No

ENTITLED TO WARRANTY SUPPORT

ONLY

• 1-year product warranty

• Covers manufacturing defects only

• 10-day turnaround time for product repair

• Support for Core Product Software releases (maintenance releases and patches) not included

Did customer purchase a

service agreement?

YOUR CUSTOMER IS COVERED!• Includes Comprehensive Coverage,

including coverage for missing/damaged styluses, screen protectors and hand straps

• Three (3)-day depot repair turnaround time• Telephone technical support included• Software support included• Three (3) years of coverage• No additional costs• Fixed, budgeted costs known upfront• $366 list price for 3 years of coverage

CUSTOMER-OWNED AND MANAGED SPARES OR FLAT RATE REPAIR — CONSIDERATIONS:• Customer purchases/manages spares• Additional costs incurred:

• $2,595 list price per device• Requires personnel to manage• If repair needed via Motorola service center to replenish spares pool:

• Flat Rate repair costs — $759 if “major repairs” required

• Additional charges may apply for extensive damage

• If customer requires software support, an additional software support contract is

required (additional $30 per device for one year). Note: software support is included in a hardware support contract.

• Unknown, unbudgeted costs

SERVICE DECISION TREE: MC9090G

WLAN SOFTWARE SUPPORT SW Support:

• provides full access to technical support resources• entitles customers to download Software Releases• helps ensure Motorola’s Products operate at optimal efficiency with the most updated software

WLAN warranty • Warranty Period for WLAN Products Software (Core Product Software and Other Software) is 90

days from the date of Product shipment by Motorola or download by purchaser (even if product warranty is greater than 90 days.)

Outside of, or in addition to warranty, customers can obtain support for Software in one of two ways:

• Purchase a Hardware support agreement (which includes Software support), • OR• Purchase a separate WLAN Software-only support agreement (1 year or 3 years)

Product availability:• RFS 4000, 6000, 7000, 7000FIPS• WS 2000, 5100• AP 5131, 5181, 650, 6511, 7131, 7131 FIPS

For all Access Points — especially those with lifetime warranty

Lead with WLAN Software Support as part of all opportunities. WLAN Software Support offers the only way to get technical support if the customer does not purchase a hardware support contract

For controllers •Lead with Advanced Exchange Support when hardware support is requested – SW Support is included.•Onsite support is also available.

BEST PRACTICES

NEW

MOTOROLA PRODUCT-RELATED ADVANCED SERVICES

MCD WLAN RFID MSP TEAM ADSP

Service from the Start with Device Management

WLAN Site Survey

RFID Site Survey

Standard MSP Commissioning

TEAM Standard Commissioning

Managed WLAN - Resolve

RFID Reader Deployment Service

Full MSP Server Commissioning

TEAM Standard Commissioning + WLAN Assessment

Managed Wireless Security – Detect

RFID TechnicalConsulting:Daily Rate

Custom MSP Commissioning

Managed Wireless Security – Resolve

PAGE 11

• Partners who already offer their own professional services should continue to offer their solutions to the marketplace

• Partners who need to scale/augment their services portfolios can leverage reselling Motorola’s services when/if needed

CULTIVATING AN ANNUITY REVENUE STREAM WITH MOTOROLA SUPPORT SERVICES RENEWALS

$11.4 MILLION

MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2010 Motorola, Inc. All rights reserved.

iProtect Classification as Appropriate

SERVICES RENEWALS DOLLARS NOT RENEWED THROUGH N.A. INDIRECT CHANNEL DURING 2010

MOTOROLA PARTNER SERVICES RENEWALS PORTAL Visibility = More $$$ for Partners

• Enables Partners and Motorola’s Services Renewals Team to work together in a more cohesive fashion

• Provides Partners with accurate and timely data

• Visibility into services renewals pipeline and performance

http://www.motorola.com/enterprisemobility/services/renewals

RENEWALS PORTAL – Dashboard View

Features• Key performance metrics• Quarterly pipeline activity• Key current quarter deals• Historical performance

Benefits• Partner visibility into

upcoming services renewals

• Informs pipeline, deal and performance discussions with Motorola services renewals team

http://www.motorola.com/enterprisemobility/services/renewals

Features• View quote(s) shared by

the Motorola renewals team

• Submit a request for a quote or quote revision

• Review status of prior workflow requests

Benefits• Streamline the interaction

between the Motorola renewals team, partner and end customer

• Shorten sales cycles

RENEWALS PORTAL —Detail List View

PAGE 16PAGE 16

PAGE 17

RENEWALS SUMMARY

Eligibility

Customers may only purchase a renewal SKU if they had a current, existing Motorola service contract. Renewal allowed within 30 days of an expired contract.

Level of Service

• Maintain same level of service as original contract, including Comprehensive Coverage, if included originally (i.e., eligible Mobile Computers)

• If the product is not Comprehensive Coverage-eligible, Comprehensive Coverage will not be included in the renewal.

SKU Simplification

Service contract SKUs includes “-R” to designate a renewal.

DiscountPartners receive the same discount on renewals as they do on new contracts.

PAGE 18

RENEWALS: BEST PRACTICESRegister to Use the Motorola Renewals Portal

Designate a Renewals Expert on your staff

Sell the longest term service contract available up front with the original product/service sale• Lock in customer up-front for multiple years (3/5-years)

- Multi-year, larger revenue- Don’t have to renew every year

http://www.motorola.com/enterprisemobility/services/renewals OR

Email: renewals@motorola.com

MOTOROLA CONTACTSat VARTECH 2011• Motorola Booth• Lunch

Networking Table

• Today• 12:30 – 1:20pm• Glimmer

Ballroom• Table 9

PAGE 19

Increasing Revenue with Motorola Services

MAXIMING MOTOROLA REVENUE PER DEVICE SOLD WITH SERVICES

AUGUST 16, 2011

DONNA BEYERSDORFDIR., CHANNEL SERVICES MARKETINGMOTOROLA SOLUTIONS, INC.