IBM ServicePac Cook Book

1. IBM ServicePac CookBook

2. ServicePac Cook Book AGENDA • Offering description • Offering Value, • Registration process, • Ordering process, • Most popular questions and answers ServicePac Cook Book 1st June 2008

3. Offering description ServicePac Cook Book 1st June 2008

4. IBM package services = IBM ServicePac • The fastest and easiest way to buy IBM services • Dedicated mainly to SMB customers to buy IBM services at the same time as hardware ServicePac Cook Book 1st June 2008

5. What is IBM servicepacs offering ? ServicePac is Easy to Sell and Administer. Each offering is… Predefined • The scope of work is well defined with numbers of variations • The scope of work may include hours of service, response time and other relevant terms and conditions Prepaid • Services are paid at the time of purchase (regardless of when they are actually performed) Part number driven • ServicePac is typically ordered as part number via mail ServicePac Cook Book 1st June 2008

6. Types of IBM ServicePac • Hardware ServicePac available to: • System x servers, • Storage servers, • System p, 2. Software Support ServicePac available to: • VMWare • Linux Support • Microsoft Windows • RTS for System x • RTS for BladeCenter • IBM Director ServicePac Cook Book 1st June 2008

7. ServicePac - types of service level • Warranty Services Upgrade and Maintenance, with varying Service Levels to meet Customer Needs, for example: 7x24x4h response time 5x9x4h response time Onsite Next Business Day 8H* and 24** H committed repair time • Post Warranty services (Annual cover extension for System x and storage for 1 and 2 years • 7x24x4h response time • 5x9x4h response time • Onsite Next Business Day • Software Support - examples: • 90 / 180 Days Start Up support for System x • VMWare Support on System x and BladeCenters • Linux Support • Microsoft Windows support • RTS for System x • RTS for BladeCenter • 8h fix pack are available in Bucharest and 50 Km distance from Bucharest • **24h fix pac are available in Bucharest, and 100 Km distance from Bucharest, • Croatia: 24h fix pac are available in Zagreb and 100 Km distance from Zagreb ServicePac Cook Book 1st June 2008

8. Servicepac’s service level description • The time for fixing the machine (Fix Time) Fix time is a period between receipt of a customer’s request for the repair and the restoring the affected machine to a good working order in accordance with its specifications. Fix time is committed only within service hours 7 x 24. The customer has following fix time options: • 7 x 24 x 8 Fix: Service is performed 7 days a week by 24 hours with 8 hours Committed Fix time • 7 x 24 x 24 Fix: Service is performed 7 days a week by 24 hours in 24 hours Committed Fix time • Coverage Hours description • 5x9 coverage : 5 days per week (Monday to Friday, excluding public & national holidays) by 9 hours • 5x9x4 coverage : 5 days per week(Monday to Friday, excluding public & national holidays) by 9 hours in 4(four) hour response time. • The four hours response time is an average target and not a committed service level, neither for response time nor for problem resolution time. • 7x24 coverage : 7 days per week by 24 hours (365 days a year). • 7x24x4 coverage : 7 days a week by 24 hours in 4 hour response time. • The arrival of the service technician at the customer’s location takes place within business hours from the time the problem determination is finished. (Example : if it is determined after 13:00 that On Site service is needed, customer can expect the service technician to arrive the morning of the following business day). In all other cases the date and time for On Site intervention will be mutually agreed upon. • The four hours response time is an average target and not a committed service level, neither for response time nor for problem resolution time. • For more information go to • http://www-05.ibm.com/services/europe/maintenance/servicepac.html

9. Offering value

10. Why we should use IBM package services- client value proposition • Ease buy, ease use • Fixed statement of work and fixed price • Maximised return on investment • Available in volume to meet customer needs • Simple and easy to understand Ts&Cs • Suitable for both high and low volume requirements • Simple to register, • Newpossibilities with Fixtime servicepacs !!! • restore the affected machine to good working order on average within 8 or 24 hours minimized downtime and expense • No hidden extras as the price is fixed for the term of the contractt • No additional charge for hardware components purchased during the service period ServicePac is a simple and cost-effective way to purchase support to IBM systems.

11. Why we should use IBM package services - Business Partner value proposition • High margin for selling ServicePac (12-15%) – it is greater than the margin for the related hardware. • Marketing programs provides additional revenue opportunities. • Enables BP to deliver a complete solution. • Extends the relationship with the client beyond the initial purchase and through the operational life of the equipment. • It’s a simple and quick method of ordering and registering service. ServicePacs are designed to be purchased at the same time as the hardware. ServicePac Cook Book 1st June 2008

12. Ordering process ServicePac Cook Book 1st June 2008

13. How to orderServicePac • ServicePacs can be ordered as part number through SAP in the same way other IBM products are ordered. • ServicePac must be purchasedwithin 30 days of the purchase of the machine type to which it applies. • ServicePac must be registered within 15 daysof purchase by completing the ServicePac online registration atwww.ibm.com/servicepac. • ServicePac can be ordered in IBM only by Partners • Ordering procedure • BP get the correct ServicePac information from • https://www.developer.ibm.com/cod/spst/servicepac/extProductSelectorWWW.do • BP select the proper number and place order to his distributor, • Distributor orders servicepac in IMB Greenock Center, • BP receive registration mail and invoice and send to customer • BP is responsible of servicePac registration by his customer ServicePac Cook Book 1st June 2008

14. Registration process ServicePac Cook Book 1st June 2008

15. How to register servicePac • Accepting T&Cs: • Terms and Conditions will have to be red and confirmed(accepted) or declined by • the customer. The Customer will have to read the Terms and Conditions and then click on the button to accept them** or click on the "FORM" • link to get the "hardcopy" form which has to be filled in and signed (handwritten) and send to iBM. 2. Contact Information: At this page the customer hasto enter related contact information such as:Company Name, Address,Fax Number, Phone Number, eMail address • 3. REGISTRATION: • This page includes the Registration. Here the customer can: start initial registration • view status of already registereditems of the related order, correct any errors which might, have occurred and reported tothe customer via eMail • FORM OR FILE:The registration can be done in two ways: • FORM:Here all data (Serial number, Machine Type Model, Purchase Date) has to be entered on the Web directly. • 2) FILE:For mass regsitration also file upload function can be used (Excel or 1-2-3 or text files) 4. Thank you for registration The customer has to enter:Machine Purchase Date (format: dd/mm/yyyy), Machine Type (format: 4 numeric digits) Machine Model Information (format: 3 alphanumeric digits) Example for Machine Type Model:9518-51U (9518 = Machine Type; 51U = Model) Machine Serial Number (format: 7 alphanumeric digits) ** Electronic acceptance available to Poland, Hungary, Slovenia and SLovakia ServicePac Cook Book 1st June 2008

16. The most popular questions ServicePac Cook Book 1st June 2008

17. Answers to the most popular registration issues 1.What information is needed to register ServicePacs and where it can be found this information? • There is require the following information: • Authorization Number • PIN Number • A link to the ServicePac Registration Website • Machine details : Machine Type and Serial Numbers • The first 3 points above can be found in the Registration Email you will receive once your order is placed. 2.You haveforgotten to register your ServicePac and now over the 15 day registration requirement – what happens now? • As long as they are still within the base warranty period, they should go to the Registration Website and register their ServicePac. ServicePac Cook Book 1st June 2008

18. Answers to the most popular registration issues 3.Whoseresponsibility is it to Register the ServicePac? It is the responsibility of the Customer to Register their ServicePacs. They agree to do this when they “accept” the contract. However, the Business Partner is strongly encouraged to assist them – Note, this can represent real “added value” for ServicePac end-user customers 4. You registered ServicePac. You have just attempted to place a call and been told that I do not have cover. What happens now? The reason for this is because we do not have a record of your successful registration. The Call Agent should advise you of the next course of action, otherwise you should contact your Customer Fulfilment or IBM Account contact. 5. How long does it take from the time I register my ServicePac to the time my machine is shown as being covered by the ServicePac service in IBM’s validation systems? • Although it takes approx 1 week to formally update all of our Entitlement Systems the IBM Registration Team can see your Registration immediately and so you should not experience any problems securing service if you need to log a call ServicePac Cook Book 1st June 2008