ASMP Contract Renewals Policy - Partner Update 10

1. ASMP Contract RenewalsPolicy - Partner Update10/28/08 Scott Larsen � Manager, HP Annuity team Marilyn Thaxton � Marketing Manager

2. So over the next 60 minutes, we will discuss���. Then, we have picked 4 strategic services out of our DC Services portfolio to review���Ones that we see as short term wins for you��.ones that address the needs of a high percentage of customers� And as always, we will look at your resources, and end our event by addressing your all important questions. At that time, we will bring on the line key members of your arrow team to assist us with that. Don�t forget, we are recording today�s event and will archive it on ISSY so that your peers, who may be interested in the topic, but busy today, can listen in at their continence�. And before we sign off, we will be giving out an HP Ipaq Travel companion to one of our lucky listeners! ���������������.. So, let�s get started, we have a full schedule!!!!. So over the next 60 minutes, we will discuss���. Then, we have picked 4 strategic services out of our DC Services portfolio to review���Ones that we see as short term wins for you��.ones that address the needs of a high percentage of customers� And as always, we will look at your resources, and end our event by addressing your all important questions. At that time, we will bring on the line key members of your arrow team to assist us with that. Don�t forget, we are recording today�s event and will archive it on ISSY so that your peers, who may be interested in the topic, but busy today, can listen in at their continence�. And before we sign off, we will be giving out an HP Ipaq Travel companion to one of our lucky listeners! ���������������.. So, let�s get started, we have a full schedule!!!!.

3. HP Renewal Contracts HPS and Arrow are committed to driving �on time� renewal of customer service contracts On Time renewal of customer HPS contracts will: Generate cash flow for partners Minimize risk and negative impact of having � expired� or �exposed� service contracts including: Customer satisfaction issues as HP is not obligated to deliver service on expired customer contracts Delays in closing contract renewals typically results in loss of Upsell Opportunities (increased support coverage and/or tech-refresh) Negative impact on the partner�s cash flow due to delays in renewing services contracts on time HP is now enforcing compliance with the ASMP Program

4. HP ASMP Policy � Contract Renewals (U.S. only) Starting 10/31/08, HP will no longer maintain expired service contracts and will execute the following steps: Step 1: HP will begin automatic service contract cancellations per a graduated schedule (next slide) Step 2: HP will then contact the end-users directly for customer renewal intentions Determine reason for non-renewal Determine customer�s interest in reinstating the expired contact Step 3: If action or follow-up is required, then lead is routed to the original partner for IMMEDIATE follow-up and response to HP Partner feedback is required within 5 days of lead receipt Arrow ECS Services team copied on all leads Step 4: If partner feedback is not received within 5 days, lead is given to preferred partners (>70% on-time renewal rate) for immediate action

5. Service Contract Cancellation Schedule Trigger Date: 10/31/08 Contracts cancelled with expiration dates of 9/15/08 or 45 days post expiration Trigger Date: 11/30/08 Contracts cancelled with expiration dates of 10/30/08 or 30 days post expiration Trigger Date: 12/31/08 Contracts cancelled with expiration dates of 12/15/08 or 15 days post expiration Trigger Date: 1/31/09 Contracts cancelled with expiration dates of 1/31/09 or 0 days post expiration

6. Arrow Support Process/Plan Arrow ECS Services team to be engaged with HPS and Partner on every lead opportunity Escalation issues Exception requests Policy updates Partner communications Arrow to proactively contact Partner and collaborate on next steps for Lead follow-up Partner status or issue request can be addressed with your Arrow Services Account Manager or call 800.539.5465

7. Partner Best Practices Designate a central point of contact for receiving and proactively managing expired lead opportunities Follow-up cancelled services contract lead from HP and advise of status within 5 business days Without follow-up and feedback to HP, customer will be referred to another HP Partner for action Check Arrow SMART System Tool for services contract opportunities Work with Arrow Services Account Manager for lead issues and status Adopt on-time renewal sales focus for services contracts prior to expiration Identify and report renewals that will/will not close to Arrow Services Account Manager prior to expiration

9. SMART Home Page

10. Renewal Tool

11. Resources Arrow ECS Scott Larsen - Manager, HP Annuity team Lesley Melendez - Supervisor, HPS Annuity Renewal Team Victor Martin - Supervisor, HPS Annuity New Business Team Arrow ECS Website - http://www.arrowecs.com/ ISSY Login (partner portal login) Arrow SMART System Arrow ECS Services Account Manager or call (800) 539-5465 HP Services HP Partner Portal - www.hp.com/partners/us HP Website - www.hp.com/services

12. Q & A