Ingram Micro Service Network (IMSN) Overview

1. Ingram Micro Service Network(IMSN) Overview

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4. Ingram Micro Service NetworkIMSN • Purpose of this presentation • This presentation is designed to give a high level overview of IMSN. This should be shared within your organization to those that are unfamiliar with the network. Case studies are also available for you to share.

5. IMSNValue Proposition • Competitive Differentiator • Win more business • Access to resources without in house investment • Minimize risk & cost of new technology/markets • Easy, safe, high quality on-site delivery

6. IMSNWho is Ingram Micro? • As the world’s largest IT distributor, Ingram Micro represents: • More than 25 years of experience in information technology • More than 25 years of excellence in supply chain logistics • 2007 revenue exceeding $35 billion • Publicly traded (NYSE: IM); no. 70 on 2007 Fortune 500 • Operations in 36 countries with more than 12,000 employees • Providing logistics, marketing, sales, and value-added services for IT products from nearly 1,400 suppliers • Supplying hardware, software, and services to nearly 165,000 solution providers in 100 countries

7. IMSNWhat is the Ingram Micro Service Network (IMSN)? • North American services network that delivers onsite and professional IT services • Composed of top-tier solution providers • Members design, deploy, and support technology products and services • Not just break/fix services • Pre- and post-sales professional services capabilities • Site surveys  Assessment  Design  Test / Proof of concept  Sell  Deploy  Implementation  Manage Service  Refresh

8. IMSNWhat is the Ingram Micro Service Network (IMSN)? • Platform for Partnership” • Purpose is to enable solution providers to partner with one another for professional services delivery • Help grow their business, with existing and new customers, across multiple technology areas, throughout all geographies of North America • By partnering, solution providers increase their economies of scale, take advantage of flexible, scalable technical labor resources, and reduce service delivery costs

9. IMSNPartnership Infrastructure • Ingram Micro provides the infrastructure to support this IMSN “Platform for Partnership” • Contractually protected environment • Umbrella Non-compete & Confidentiality Agreements • The IMSN Team • Call Management Center • Service Engagement Managers • Quality Control & Member Compliance resource • Web-based service management tool IMOnsite • On-line partner search and dispatching system • Support both US and Canadian currency • Billing mechanism • Flexible labor rates negotiable between two partners • Automated, on-line work order approval • Billing to partner’s net terms account with Ingram Micro

10. IMSNCoverage : U.S. and Canada • Support for cross-border and international transactions • Service billing in local country’s currency • Nightly currency conversion • Labor rates determined by country where work is performed • Monthly membership transaction fees billed in Canadian dollars • Automated billing to Canadian members’ IMpulse accounts

11. IMSNMember Reach

12. IMSNResources • Over 800 solution providers with advanced service infrastructures and technical capabilities • Over 10,000 certified service professionals in 800 metropolitan markets across North America • Extensive technical delivery capabilities From desktop / server / printer support and basic networking to… • Storage / Content Management • Wireless / Mobility • VoIP, IP Surveillance, Convergence • Security • AIDC / POS • Digital Signage • Virtualization Assessment and Delivery

13. IMSNIMOnsite Software Platform • Next-generation services application built by Autotask, services as foundation for VAR partnerships in IMSN • Enhanced Functionality and Ease of Use • Supported by most mobile devices • Web-Based • On-line Work Order Approval & Billing • “Self-Service” - Multi-Level Member Access and Administration • Support of Canadian Currency • On-Line Member Profile Administration • Geo match search capabilities at the company level, based on technical capabilities and skill sets • Assign service cases to one, many or all!

14. IMSNWhy Use IMOnsite? • Document that transaction via IMOnsite • Records keeping • Detail the communication strings during engagement • Attached SOWs, Change Orders, Installation check-lists, sign-off docs, etc. to IMOnsite work order • Manage billing

15. IMSNBenefits • Benefits: • Transaction is documented for record keeping • Operating under the IMSN’s NDA, non-compete protections • Eliminate A/R and A/P between partners • Support of IMSN Call Management Center and internal “dispute arbitration” resources • Roll-out multi-location / multi-party projects more efficiently • Potential for case studies / success stories in Ingram Micro and industry publications

16. IMSNWhat Sets Our Members Apart? • Unique Solution-Provider-Delivered Service Model • Investment in infrastructure and training • Understand importance of building and maintaining customer relationships • Vertical market expertise and local market knowledge • Quality • Professional, business-grade solution providers -- not freelance “hired guns” • SLA-driven model with management by IMSN • Quality and compliance subcommittees • End-user customer satisfaction surveys • Consistent Service Delivery • Standardized pricing – pre negotiated rates w/ flexible pricing capabilities • Billing and invoicing controls

17. IMSNWhat Sets Our Members Apart? • Access to Industry-Leading Technology Expertise and Service Capabilities • Not simply break/fix service for desktops and peripherals • Pre- and post-sales professional and consultative services • Solution providers sell and support leading-edge technology solutions • Technology experts identified within the following in-demand skill sets: • AIDC / POS • Business Continuity • Compliance • Digital Signage • IP Video Surveillance • Virtualization • Voice over IP (VOIP)

18. IMSNWhat Sets Our Members Apart? • Customer Satisfaction • Customer-satisfaction calls on all incidents within 72 hours of completion • Servicing partners are measured on response time, technical capabilities, professionalism and communication • All members must maintain a minimum satisfaction rating of 4.5 (on a 1-5 scale) • IMSN consistently scores on par with or above the national average satisfaction rating • IMSN is also benchmarked against nationwide service providers through Service 800, a CompTIA affiliate

19. IMSNBenefits • Allows you to expand your geographic reach and managed services practice nationally (and into Canada too!) • Allows you to offer additional technical capabilities that aren’t within your core competency • Increase your revenue and profits by having the ability to deploy multi-manufacturer and multi-location service projects • Increase economies of scale, take advantage of flexible, scalable technical labor resources, and reduce service delivery costs • Efficient support of your end user customers • More effective and efficient project management process

20. IMSNBenefits cont. • Allows you to control costs and test out new technologies without investing in the up-front infrastructure • Win additional business by being identified as a technology expert within the IMSN • Fortune 100 infrastructure to support VAR needs • Contractually protected environment • IMOnsite web-based software platform • IMSN team of resources (the human element) • 100-percent channel-focused • IMSN members can be leveraged bynon-members, with the same protections and processes in place!

21. IMSNHow IMSN Works – Next steps…. • IMSN members complete profiles in IMOnsite detailing their company level authorizations and individual certification, along with geographic areas of coverage • Lead partners access IMOnsite, perform a geo-match to locate partners, create work orders and assign them to service partners • Members also may call the IMSN Call Management Center at a centralized 800 number for assistance in dispatching requests • Service partners follow specific service-level agreements (SLAs) for responding to and closing service opportunities in desired timeframes

22. IMSNHow IMSN Works – Next steps cont. • Ingram Micro processes debits and credits to partners’ accounts after work-order approval • IMSN Call Management Center contacts end users to complete customer satisfaction surveys

23. IMSNWhen IMSN Comes in Handy • Site surveys and assessments • Multi-site deployments • Installation / On-site configuration • Large implementation, upgrade, or refresh projects • Ad hoc break/fix service incidences • Scheduled / preventative maintenance

24. IMSNWhen IMSN Comes in Handy • One site at a time … Or … hundred of sites • One hour of service … Or … dozens of hours • One body per location … Or … handful of techs

25. IMSNIMSN Support & Resources • IMSN Call Management Center • Staffed 5am – 5pm Pacific time, Monday – Friday • Supervisory support after hours and on weekends • IMSN Business Development Managers • Resources available to help you win business • Help train internal organization on the value of IMSN • Project Deployment Services • Assistance with large scale rollouts • IT Staffing Services • Assistance with locating trained personnel for project-based, temp-to-hire or direct-placement basis

26. IMSNTraining & Education • New Member Conference Calls • First Thursday of each month at 8 a.m. Pacific/11 a.m. Eastern • IMOnsite Training led by IMSN Call Center associates

27. IMSNTraining & Education • Regional Services Seminars • Invitations and information available via e-mail broadcasts and monthly newsletters • Member to member webinars • Invitations and information available via e-mail broadcasts and monthly newsletters • Monthly Services Division Newsletter

28. IMSNTools • Tools and Resources” link from IMOnsite to IMSN Operations Manual, presentations, case studies, and collateral • IMSN Website – www.ingrammicro.com/imsn(login required) • IMOnsite – • Software platform built on Autotask technology • Contains technical skill-set profiles for all IMSN members • Allows you to locate partners through simple ZIP code searches • Supports online work-order creation, dispatch, invoice approval and billing • Supports Canadian and U.S. currency for local and cross-border transactions

29. IMSNKey Contacts • IMSN Call Center 800-235-4128 • Laura NunezCall Center Supervisor, Escalations 714-382-4375 • Patti ChenardIMSN Project Manager 714-382-4896 • Jamie Siffringer New Member Specialist 800-456-8000 x67028 • Brian WeaverManager, Services Business Development 800-456-8000 x64803 • Michael Giambanco – IT Staffing800-456-8000 x67052