Dell ProSupport: Networking support capabilities update

1. Dell ProSupport: Networking support capabilities update Sales training

2. Training objectives The purpose of this training is to provide an overview of the networking support capabilities and structure within the Dell ProSupport model. Additionally, this will align the scope of Dell ProSupport to industry leaders for networking support. By the end of this training session, you should walk away knowing you can: • Discuss networking support needs, and why Dell • Understand ProSupport for the networking environment and distinguish its differences with competitors Confidential

3. Support Services portfolioNetworking support Protection Services Accidental Damage Extended Battery Service Keep Your Hard Drive Certified Data Destruction Hard Drive Data Recovery Hardware Support Basic Service Dell ProSupport Multivendor Hardware Support Mission Critical Specialized Onsite Services Software Support Dell ProSupport Software subscriptionoffers and support Advisory Services IT Advisory Services Remote Advisory Services Proactive Maintenance Confidential

4. Dell ProSupport - Networking support • Expert support to help manage the complexities of integrating new networking technology into your customers’ environment. • Single Point-of-Contact for support • Direct access to expert phone support available 24x7 • Configuration assistance and performance troubleshooting • Software updates and patches for select titles • Management and monitoring via the Global Command Center Leverage our global scale and skill Beyond break-fix Shift downtime into uptime Confidential

5. Networking supportFeatures at-a-glance • Power on device and management of IP Address • Installation and activation of licenses • Configuration Problem Assistance including explanation of networking features, troubleshooting configuration issues; answer syntax questions • Best Practice Recommendations as defined by Dell/Industry • Troubleshoot and diagnose performance degradation based on documented specs • Best effort interoperability with non-Dell specific devices Networking support is: ProSupport is enhanced with additional networking capabilities • Customer training • Initial installation, implementation and/or design • Network & feature design and approval • Performance tuning, system optimization, feature implementation or other similar services • Proof of Concept or Consulting • Software recommendations • CLI scripting • Tuning • Troubleshooting dropped packets on non-Dell equipment • Security policy or design recommendations, intrusion protection, ACL configuration Networking support is not: These items are NOT included, nor in the scope of traditional ProSupport Confidential

6. Networking supportCompetitive coverage overview (Gartner / IDC Analysts) Not covered by Support contract Delivered by OEM Delivered by Channel /Partner * Cisco leverages its channel to deliver these features; thus, there is probably a perception this is included as part of SmartNet, when in reality these are bundled by the channel Confidential

7. Networking supportGlobal technical support footprint Limerick, Ireland Kawasaki, Japan Round Rock, TX Xiamen, China Penang, Malaysia 5 ProSupport Global Command Centers Managing 160+ product, system and solution engineers and consultants. Managing 3K+ quarterly networking cases, with over 90% CE in most countries. Monitoring 14 regional call centers, 4 domain expert centers, and 5 product expert centers. Over 600K Network ASUs, with direct support in 102countries. Confidential

8. Networking supportAdvanced training • Q4FY12 Advancements • Advanced Broadcom training • Advanced Aruba wireless training • 66 new global networking certifications • GSS lab expansion for Networking • (Brocade, Juniper, Aruba, Force 10, and PowerConnect) *Dell only, Force10 not included Confidential

9. Networking supportFrequently Asked Questions Confidential

10. Thank you Confidential