OEM Support Services Partner Program Training

Jodi Eckberg, Robert Barker

August 3, 2011

OEM Solutions

Training Agenda

Dell OEM Solutions & Partner Program

Meet the OEM Services team

OEM Support Services overview

Questions & Answers

Confidential 2

OEM Solutions

Dedicated resources and capacity

• Dedicated OEM engineers

• 250 custom projects annually

• 250+ sales/support team

Deep, broad experience

• 40+ industry verticals

• 12-year track record

• 2,000 OEM customers

OEM-capable products

• Standards-based products

• Access to full Dell portfolio

• Leverage Dell’s buying power

Flexible services

• In-factory customization

• Online parts dispatch

• Mission-critical support

Global reach • Owned support in 180 countries

• Worldwide fulfillment model

• Country-specific regulatory expertise

3

OEM Solutions

Support

Engage

Fulfill

Assess

• Solution design

• Long/extended-life

• Custom branding

• Hardware and software engineering

• Configuration control

• Advanced solutions consulting

• Global OEM support services

• Worldwide parts depots

• Remote management

• Installation deployment

• Lifecycle/change management

• Mission-critical/NBD

• Procurement/supply chain

• Order management

• Global logistics/3PL

• Manufacturing

• Inventory management

• E-Dell/B2B

• Needs analysis

• Evaluation units

• Engineering

• Regulatory

• Test/develop

• TCO analysis

• Platform generational planning

How we work together

4

Product

Operations

Engineering

Services

OEM Solutions

Dell + Partners

5

• Global footprint: field presence, logistics & inventory management

• Single point of purchase

• Flexible, agile customization, configuration and re-branding services

• Finance Options

• Dedicated OEM resources and capacity

• Deep, broad experience

• Global reach

• OEM-capable products

• Flexible services

OEM Solutions

OEM Solutions: Services and Support

Confidential 6

Enable the Business

(out-of-process escalations and custom capabilities)

Ken Barney—Global Jon Coyle—Americas

Robert Barker—Americas Christy Ma—APJ

David Lloyd—EMEA

Grow Services Revenue (complex services sales)

Tim Pavlovich— US West Phil Patterson— US East

Alex Veldhuis—EMEA Christy Ma—APJ

• Making Tag Transfers Easier • Making APOS Purchase Easier • Dedicated Support Mgmt • OEM Ready HW Support • Design/FA Support • Services Metrics • CFI/CFS Capabilities/Execution

• Optimize the Core Services • Integrate Solutions Services • Engineering Services • Image Consulting and Services • Cloud Consulting and Services • Business Consulting Services

Tracy Orozco Global Services Director & Product Development Manager Tracey O‖Donnell Partner Services Program

Jodi Eckberg (on Josh‖s team) Global Services Marketing

OEM Solutions

#1 in IT services for healthcare providers worldwide (Gartner)

5 global command

centers

Dell Services Helping Customers Succeed

43,000+

team members

60 tech support centers

Leader in development of

advanced support and cloud services

Manage: • 2.5M+ clients

• 36 data centers

Multiple industry

leading knowledge- and domain-based

services

#1 for IT Service & Support Customer Satisfaction (TBR)

Active in ~90

countries

Complete suite of consulting services

Support

• 12.8M clients • 1.4M servers &

storage systems

• 10K+ SaaS customers

• Manage over 6.2M SaaS seats

7

OEM Solutions

Dell OEM Services capabilities portfolio

Application & image management services

Testing & validation services - Proof of

concept labs

Cloud services

Asset management

OEM-centric customization Hardware bezel and chassis,

BIOS, packaging, documentation, labeling/tagging

Order consolidation and staging

ProSupport

Globally owned 24/7 support infrastructure

Service delivery manager

Custom fulfillment & install

Engineering services Custom design, configuration and integration, Complex engineering

outsourcing

Industry standard HW: relevant technology Unprecedented reliability & commonality Dell‖s buying power: lowest possible costs

Supply Chain Consulting

Business Process Reengineering Organizational Change Management

Dell online parts dispatch

Design Manufacture

& Fulfill Global

Support

8

OEM Solutions

Why focus on OEM Services?

• Simply ask for Services – tell our whole value story, get your customer’s requirements

• The goal is to:

– Increase sales of ProSupport and other Support Services globally

– Increase OEM margins and account stickiness by selling more Services

– Be known as the end-to-end provider for our OEM customers

› Despite competition, Dell remains only Tier 1 provider who has:

– Global presence

– Specialized OEM knowledge

– Proven supply chain efficiency

– Integrated, scalable configuration services

Confidential 9

OEM Solutions 10

Ask for Services be curious

& creative

OEM Solutions 11

be curious: • Will your OEM customer ask the

end user to replace a part on-site?

• Will they need Tech Support assistance outside of business hours?

OEM Solutions 12

be creative: • How will your customer provide

support past year 3?

• Are they looking for new revenue streams and ways to differentiate their solution?

OEM Solutions

Support Services

13

OEM Solutions

Hardware & Software Support

Hardware Warranty

Value-Added Services

Proactive Maintenance Specialized Onsite IT Advisory Services Remote Advisory Pay As You Need

Speed of Response Options

Next Business Day 4hr or Same Day Mission Critical

Asset & Data Protection

• Keep Your Hard Drive • Certified Data Destruction • Hard Drive Data Recovery

Asset Protection

Dell Support Services Tailored to you and your environment

14

• Accidental Damage • Extended Battery Service

Data Protection

Dell ProSupport

15 OEM Solutions

Why Dell for support? Count on Dell for proven and consistent support, operational excellence, and a single point of accountability

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

“We looked at solutions from HP, IBM and Fujitsu, but none of these companies offered the

same balance of performance, reliability and support as Dell.”

Chief Technical Officer

Customer success

End-to-End reliable and award winning support

Automated tools and analysis

Efficient Global Command Centers

Unique intellectual property

World Class Engineering & Quality Control

Skilled Technical Account Managers

Resourceful Service Delivery Managers

OEM Solutions 16

Support service local business hours

Dia

gn

ost

ics

& T

rou

ble

sho

oti

ng

Basic hardware phone support

Application/SW how-to & OS

Online support tool (chat & email)

Support service 24x7x365

Remote monitoring features ; Proactive Systems Management

Senior-level, certified h/w and s/w phone support

Dell OEM software troubleshooting & diagnosis

Collaborative/3rd party troubleshooting

Customer self-identified severity level 2 & 3

Remote troubleshooting & diagnostics

Wireless & networking configuration

Customer self-identified severity level 1

Dell Basic Hardware Service Hardware repair and replacement

ProSupport

Basic

While Basic Service is a good start to maintain equipment, most organizations benefit

from additional levels of support to optimize their environment . ProSupport for OEM also includes a 90-day warranty extension, at no additional cost, and is available exclusively on OEM-ready and Extended Live hardware.

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

OEM Solutions 17

Part

s &

Lab

or

Dis

patc

h

Limited hardware warranty

Next business day onsite parts and/or labor dispatch

Mission critical response: Select between 2hr, 4hr, or 8hr onsite parts and/or labor dispatch

Same Day onsite parts and/or labor dispatch

Dell Online Self Dispatch for parts/labor*

ProSupport Basic

Re

lati

on

ship

Su

pp

ort

Designated technical account manager for escalation management (on per incident basis)

Global command center: crisis management & mission critical dispatch monitoring

Global service delivery newsletter: identifies must-do patches, upgrades, industry trends

Dell Basic Service Hardware repair and replacement

* Regional entry requirement and service differences are documented in the global DOSD enrollment contract

Basic Hardware Service does not include an onsite technician to replace parts designated as Mandatory Customer Replaceable Parts Remote support features for servers and support, Proactive Systems Management, requires a Dell ProSupport service contract

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

OEM Solutions

Tailor the right support services for your business with our flexible options for OEMs

Asset visibility and reporting

Designated IT professional

On-boarding support assessments

Comprehensive planning

Incident and trend reporting

Monthly reporting

Collaborative support on hardware and software

Warranty tracking and expiration notifications

24/7x365 expert center phone and online support (senior-level certified technicians)

Optional customer self-replacement parts – field technician dispatch at no additional cost

Hardware monitoring and alerting

Global command centers

Automated diagnostics

Out-of-region phone support

Business hours warranty repair

Customer self replaceable (CSR) parts

No collaborative support

90-day warranty extension

Available on OEM-ready HW only

Next bus. day ltd onsite/return services

In-region phone support

Speed of response and mission-critical options (same day, 2 hr, 4 hr, mission critical, next business day)

Global Dell online self dispatch (not available on basic warranty in EMEA)

Collaborative support on hardware

ProSupport with ITAS

ProSupport ProSupport

for OEM Basic warranty

18

OEM Solutions

Global Infrastructure

Austin, Texas

Xiamen, China

Penang, Malaysia

Limerick, Ireland

Kawasaki, Japan

• 60 Expert Technical Support Centers

• ~ 500 parts depots

• Over 500 Dell platforms supported

• 5 Global Command Centers

• Presence in over 180 countries

• >15,000 certified field technicians

19

OEM Solutions

Americas United States Canada Latin America2 Antigua & Barbuda Argentina Aruba Bahamas Barbados Bermuda Bolivia Brazil British V.I Cayman Islands

Chile Columbia Costa Rica Dominican Republic Ecuador El Salvador French West Indies Grenada Guatemala Guyana Honduras Jamaica Mexico Nicaragua

Panama Paraguay Peru Puerto Rico Suriname Trinidad & Tobago US V.I. Uruguay Venezuela

Dell-led Partner-Led2

EMEA

APJ

Indonesia

1Availability and terms vary by region. For more info visit www.dell.com/servicedescriptions. 2For Partner-Led Countries please contact your Dell representative for the Optional Services beyond Dell ProSupport Core Service Models. 3Remote Advisory Services not available in Japan. 4On-Site Service following Remote Diagnosis: Remote Diagnosis is determination by online/phone technician of cause of issue; may involve customer access to inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually within 1 business day following completion of Remote Diagnosis. Availability varies. Other conditions apply.

Angola Bulgaria Bahrain Hungary Israel Jordan Kenya

Kuwait Morocco Nigeria Oman Qatar Romania Russia

Saudi Arabia Slovenia Turkey UAE Ukraine

Languages 7x24 Expert Center

Business Hour Languages

Arabic Chinese Czech Danish Dutch Finnish

French German Greek Italian Norwegian Polish

Portuguese Russian Spanish Swedish Turkish

English Japanese

Korean Mandarin

Core Service Models •Dell ProSupport for IT (with DOSD) •Dell ProSupport for End-Users •Dell ProSupport for your Enterprise

Optional Services1

SLA Options: • Dell ProSupport Mission Critical • Specialized Onsite4

Protection Options: • Asset Protection Services • Data Protection Services

Proactive Options: • Dell ProSupport Enterprise-Wide

Contract • Dell ProSupport Proactive Maintenance

• Remote Advisory Service3

ProSupport Global Availability

EMEA Austria Belgium Czech Rep Denmark Finland France Germany Greece

Ireland Italy Luxembourg Monaco Netherlands Norway Poland Portugal

Slovakia South Africa Spain Sweden Switzerland Vatican City, Italy United Kingdom

APJ Australia Brunei China Hong Kong India Japan4

Macau Malaysia New Zealand Singapore South Korea Taiwan Thailand

OEM Solutions

Dell Support Services Dell Online Self Dispatch

* Regional Entry requirement and service differences are documented in the global DOSD enrollment contract * *French, Spanish, Portuguese, German, Italian, Japanese, Simplified Chinese, Traditional Chinese, Russian , Korean as well as English

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

Enhance IT Productivity by resolving everyday incidents with convenient & fast access to Dell parts

Rich & Intuitive Interface

International Support

Superior Dell Experience

• Customizable reporting with self-configurable portal views • Convenient online access for comprehensive dispatch

experience

• Easy to manage dispatch process regardless of location or country

• Online training and certification* • Multi-language support**

• Quick access to parts: same day for systems purchased with Same Day service contracts

• Access to tech support tips and online information • Enhance your return on investment with ProSupport

Key features

21

OEM Solutions

Dell ProSupport for OEM Support tailored to address the unique and ever-evolving requirements of you and your customers

Support your solutions and your customers with expert personal assistance, automated self-help systems, or something in-between.

Key Benefits

Outstanding support for your end-users

•7x24x365 HW/SW phone support

•Rapid response, from advanced support staff

•Flexible response and service options

Leverage extensive Dell infrastructure

•15,000+ certified field techs spread across 60 Expert Tech Support Centers and 5 Global Command Centers

•Presence in over 180 countries with approx. 500 parts depots

Use & pay for only what you need

•Leverage extensive and flexible depth of coverage, without being “taxed” for support that OEMs don‖t need (eg. OS support)

•90-day warranty extension, provided exclusively for our OEM customers and OEM-ready hardware

22

OEM Solutions

Dell ProSupport Speed of Response

Accelerated response options for parts and labor; close your open tickets fast!

Reliable

Efficient incident resolution

• 24x7x365 chat, email and phone support with senior-level certified Dell experts for HW / SW trouble-shooting

• Next Business Day Onsite parts and/or labor dispatch – standard with Dell ProSupport

• Fast Same Day parts and/or labor onsite support

• Self-identify severity levels 2 and 3 for escalated incidents

• Mission Critical for 2, 4 or 8 hour onsite parts and/or labor dispatch with ability to self identify to level 1

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

Key features

23

OEM Solutions

Dell ProSupport Mission Critical

Rapid resolution

Critical situation management

Get your business up and running in minutes, not hours or days

• Self-identify severity levels 1, 2 and 3

• 2, 4 or 8 hour onsite parts and/or labor dispatch, avail. 24x7x365*

• A Dell Escalation Manager is assigned to your escalation

• Dell’s end-to-end critical situation process helps ensure expert resources are mobilized to get you back up and running fast

• Emergency Dispatch for simultaneous phone and onsite troubleshooting to assist with Severity 1 situations

• Priority Production** to expedite units for critical issues * Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

Key features

24

OEM Solutions

• Hard Drive Data Recovery - helps you recover important data in the event of a failure

• Keep Your Hard Drive - allows you to maintain control over your sensitive and confidential data

• Certified Data Destruction - wipe your hard drive clean, and provide certification of destruction. Dell can also dispose of the disk to help you confidently meet your compliance and security requirements

Dell Support Services Data Protection

Keep worry down and productivity up

Peace of Mind

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

Key features

25

OEM Solutions

Dell Support Services Asset Protection

Protect your investment from inevitable mishaps

Accident forgiveness

Limited downtime

• Accidental Damage - repair and replacement for liquid spills, accidental damage, and electrical surges not covered under limited warranty

• Extended Battery Service - provides replacement laptop batteries beyond 1st year warranty with environmentally-safe disposal

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

Key features

26

OEM Solutions

Why Multivendor Support & IT Advisory Services for OEMs?

27

OEM Solutions OEM Solutions

Multivendor Support/IT Advisory Services— Launch!

1 Multivendor Support

Support Services for non-Dell server, desktops & notebooks

HP, IBM, Acer and Lenovo Focused on x86

US Launch – April 20 Phased global launch: begins Q2 FY12

Acquisition lever! – OEM now makes our customer’s distributed installed base support 10X easier. Drives efficiencies by consolidating service contracts, and ultimately saves our customer’s money

IT Advisory Services (Replacing Enterprise-Wide Contract)

Two advisory packages that provide incident reporting, planning and analysis.

New entry-level upsell offer A fixed fee option with no eligibility req.

ABU, EMEA, Japan launch – May 9; APAC launch – Q3 FY12

A ‘no brainer’ for OEM! OEM’s demand a richer level of engagement and reporting intelligence. New! Lower price point for TAM / SDM access, making it affordable for all.

2

OEM Benefit:

Confidential 28

OEM Solutions

What are IT Advisory Services?

OEM Solutions

Customers tell us…

Impact of IT Advisory Services

I need to optimize my environment with:

IT Advisory Services can help… • Reduce case activity rates & downtime with environment-wide reporting,

analysis & planning, including multi-vendor assets

• Control unexpected costs with competitively priced fixed fees, easy to understand terms and flexible options to choose what you need

• Rely on a Dell IT professional as a trusted advisor to help manage IT complexity

Environment-wide analysis &

reporting

Fixed costs and simple contract

terms

Additional expertise

30

• These services are delivered to the customer by an IT professional

• Provides an IT professional to prepare trending analysis and recommendations to help optimize your IT environment

• Annual Fixed fee from $11,500 - $49,000 • Asset-based: client $3-$23 / enterprise $51-$460

• Two advisory packages that provide incident reporting, planning and analysis

IT Advisory Services: Essential and Strategic Package

• Replaces Enterprise-Wide Contract • New entry-level upsell offer and a la carte services • A fixed fee option with no eligibility requirements • Environment wide offer, even across multiple vendors* • Proactive Maintenance and Remote Advisory Services

features

*Requires active Dell Basic or ProSupport Multivendor Support contract. Additional restrictions apply for the tag purchase option.

What is it?

What does it do?

What are purchase options

How is it delivered?

What is new?

OEM Solutions 31

32

FEATURE COMPARISON

Enterprise-Wide

Contract (not including ProSupport

previously bundled)

Essential Package Strategic Package

Designated IT professional TAM

SDM

Incident Reporting Tag based only

Quarterly Monthly

Strategic Service Plan (SSP) (formerly Custom Support Plan)

Essential Service Overview

Onsite visits Option to upgrade to quarterly

2 visits included

Industry Benchmark Report*

Custom Patch Notification

Remote Advisory Services 6 hours 12 hours

Annual Health Check & Assessment**

Annual Patch Management & Configuration**

Minimum System Threshold 50 Enterprise units or 1000 Client or mix 1:20

150 Enterprise units or 3000 Client or mix 1:20

* Based on Dell customer profile data vs. industry. Availability estimated Q2. ** Applicable for servers, storage and networking devices.

IT Advisory Services: Feature comparison overview

Option to upgrade to monthly

Option to upgrade

Proactive Maintenance

Detailed feature comparison

• Essential Package features • Service Delivery Manager to facilitate support • Monthly incident reporting • Warranty tracking and industry operation benchmark (IOPB)

reports • Strategic service plan with quarterly review and management

by key objectives • Value analysis on recommendations • Custom Patch Notification • Annual health check & assessment* • Annual configuration & patch management* • 12 Hours of Remote Advisory Services** • 2 onsite visits per year

• Technical Account Manager to

facilitate support needs and provide escalation assistance

• Quarterly incident reporting • Value analysis on recommendations • Custom Patch Notification • Annual health check & assessment* • 6 Hours of Remote Advisory

Services**

Essential Package: Quarterly Onsite

Visit Upgrade Essential Package: Annual

configuration and patch management Strategic Package: Monthly Onsite Visit

Upgrade ITIL-based environment wide

assessment (IT Service Management Review assessment)

Essential Package Strategic Package

A-la-carte Options

*Applicable for servers, storage and networking devices **Availability may vary by location and region Availability and terms of Dell Services may vary by region. For more information, visit Service Descriptions

Remote Advisory Services topics: Virtualization

Storage technology Systems management Microsoft Exchange

Back-up and recovery archiving (BURA) Networking (May 2011)

Proactive

Maintenance

What is the scope?

OEM Solutions 33

CUSTOMER Fixed fee Tag-based

Meets ITAS tag minimum requirements *: - Essential – Enterprise 50 / Client 1,000 - Strategic – Enterprise 150 / Client 3,000

Predominantly has ProSupport in their environment

Has less than the required ProSupport tag minimums

Has mixed environment (multi-vendor HW, multiple levels of core support service contracts (Basic and ProSupport))

Requires designated contact to provide multiple languages, or operate multiple time zone coverage

+

* 20 clients tags equals 1 enterprise tag in minimum calculation + Indicates more than 1 fixed fee may apply.

Fixed fee vs. tag option Which one is best suited for my customer?

OEM Solutions 34

35

Proactive assessment and patch management

• Scheduled and proactive support maximizing availability and stability

Customers with Proactive Maintenance service experience 40 percent fewer incidents.*

Health check and assessment • Do proactive initial customer engagement • Gather server/Switch and Array / event logs • Remote technical analysis of configuration, HW/SW, and event

logs • Identify best practice improvements on server & storage

equipment Configuration and patch management

• Remotely apply identified updates/changes needed from analysis

• Recommend environmental changes & upgrades • Provide documentation of work completed

*Based on a Dell internal analysis of US 2500 customers. Survey was conducted on 8/15/2010 and investigated the average number of issues which customers reported during the warranty period, comparing customers who had Dell/EMC products.

• IT Advisory Services Strategic Package include the health check and assessment, and configuration and patch management available in Proactive Maintenance.

What is it?

What does it have to do with

ITAS?

What is the scope?

OEM Solutions

OEM Solutions

• Six hours for Essential Package; 12 hours for Strategic Package

• Usage in increments of 1 hour

• Pre-scheduled phone and internet support available

Remote Advisory Services Expert consultation on specialized applications

Remote support for your specialized application and solutions

Comprehensive support

Flexibility

Convenient expert assistance

• Installation, configuration, and remote consultation for virtualization, Microsoft Exchange, systems management, Backup, Recovery and Archiving (BURA), storage technology, virus remediation, and Networking*

• Remote consultation on topics ranging from VMware consolidated backup to SQL migrations

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.

Key features

* May 2011

36

OEM Solutions OEM Solutions

What is Multivendor Support?

OEM Solutions

Impact of multivendor support

38

Our customers have told us… Organizations waste significant resources on:

We can help with Dell Support Services and multivendor support:

• Simplify OEM Support: consolidate your hardware support under one service contract - one less thing to worry about

• Improve efficiency: streamline processes for managing warranty renewals across multiple hardware vendors

• Cost savings: avoid unnecessary costs by efficiently managing expiring warranties and supporting hardware beyond three years

Managing complex

heterogeneous environments

Working with multiple

vendors and service

contracts

Keeping up with warranty

renewals across vendors

Supporting hardware

beyond 3 years

OEM Solutions 39

Multivendor support - Summary

• Dell branded, utilizing partners • Partnerships in other regions are being investigated

How is it delivered?

• Simplifies support for mixed environments, drives efficiencies by consolidating service contracts, and ultimately saves money

What are the benefits?

• Expansion of ProSupport and Basic Capabilities to cover select non-Dell assets.

• Initially for non-Dell servers, desktops and notebooks • HP, IBM, Acer and Lenovo (Focused on x86 )

What is it?

• US Launch – April 20 • Phased global launch: begins Q2 FY12

What‖s new?

• Win warranty extension bids with customers looking for vendor consolidation

• Greater footprint into customer environment • Extend services to support beyond Dell assets • With standard SKUs and a simplified order process,

cycle time is reduced for bid and quote turn-around

What―s in it for you?

OEM Solutions

Multivendor Support - value proposition

SIMPLIFIED OEM support doesn’t stop at the hardware or even services. OEMs also want the ease of management throughout their vast and distributed installed base.

• Dell becomes the single vendor for support service engagement.

• Consolidate support services contracts and structure to save money, effort, and time.

• Integrate multivendor hardware support either in or out of warranty with Dell standard service.

40

OEM Solutions

Coverage for multivendor environments Feature Basic ProSupport

Hardware break/fix a a

Business hour phone support a a

Chat, email, & online In Development In Development

In warranty & out of warranty a a

24x7x365 phone support a

Application how-to assistance for select Software a

Collaborative HW & SW support a

Case & Escalation management a

Global Command Center a

Speed of Response Options

• Next Business Day a a

• 5x10 – 4 Hour Support a

• 7x24 - 4 Hour Support a

OEM Solutions 41

OEM Solutions

Support Questions to Ask Customers

42 Confidential

• What Dell product(s) do you currently use as part of your OEM solution? (Account team: do they buy OEM-Ready or Extended life hardware? If so, then ProSupport for OEM is best option as it’s better option over Basic)

• What end solution do you use Dell product(s) for?

• Do you have your own field force for onsite parts replacement? (key to positioning ProSupport value over Basic)

• How are you currently supporting your OEM solution? Beyond year 3? (Look for details around high costs/technical resources to support globally, lack of ability to scale their support infrastructure, high recovery times following incidents/unplanned downtime)

• What level of/duration of support do your customers currently expect? (look for speed of response, level of technician, specialized support. Additionally, many customers want 10 years of warranty, if that question arises, we can submit a custom support deal through SFDC but generally ProSupport ends at a minimum of 5 years. Up to 5 years of ProSupport can be purchased at POS. Years 5, 6, and 7 can be purchased APOS. Anything over 7 is a custom deal.)

• Have you or your customers faced any unplanned downtime/support challenges for your products located in multiple countries?

• Have you had to increase your technical support resources and budget to address mission critical warranty issues?

• What are the key defining features you are looking for from a support solution: globally consistent support, Speed of Response, level of data/asset protection, proactive support, Cost, Reliability, Scalability?

• Do you ever need 2 or 4 hour onsite service to get you/your customer back up and running? (you need mission critical speed of response option)

• Do you need a single point of contact to call with any support issues/escalations? Do you have complex solutions that require dedicated support (after hours) and proactive planning? (you need IT Advisory Services option)

• Do you need to consolidate multivendor support contracts? (you need multivendor HW support)

OEM Solutions

OEM Support Services Case Studies

43

OEM Solutions

Would you like more OEM Services training?

• Tell us the topics you’d like to learn about via this short survey: http://www.surveymonkey.com/s/P9FY5YD

Confidential 44

OEM Solutions 45

Dell OEM Services: Part of every thing we do for you

Design

Engineer

Manufacture

Fulfill

Support

Dell Services

Thank you! www.Dell.com/oemservices

OEM Solutions

30 min

At 30 minutes, the Escalation Manager sends

Global notification that

Crit-Sit in progress,

Sr. Mgr notified. – Assign Escalation

Mgr to own process engages

analysis

0 min 1 hr

Situation Report released to

stakeholders and segment

leadership

45 min

Dell Team Bridge Conference Call

At 45 minutes, a real-time call with

stakeholders. Status &

resolution plan discussed

15 min

Within 15 minutes, a senior

analyst takes ownership of the technical issue

Dell employee becomes aware that a customer has a potential

“Critical Situation”

Customer Contacts Dell

Service Excellence in Crisis Situations Fast & focused resolution, during “Critical Situation” events

SDM

TAM

L1

L2

Others

Escalation Manager

TAM TAM TAM TAM

SDM SDM SDM SDM

Sr. Storage Analyst

Sr. Server Analyst

Sr. Network Analyst

Vendor via CSA/TSA net

Logistics

Services

Tech Suppt

Acct. Team

Others

ESG

SitRep

Availability and terms of Dell Services vary by region. For more information, visit www.dell.com/servicedescriptions.