Netezza Customer Support

1. Netezza Customer Support © 2009 Netezza, Inc. All rights reserved Confidential

2. Contents Netezza Customer Support About Netezza Customer Support/Easy to Do Business With Netezza Customer Support High Touch Program Netezza/Omega NZCare Program Benchmarking Against the Competition 2009 Industry Awards

3. Netezza Customer Support • 3 Groups • Technical Support – Incident Response Center • Marlborough (MA), Japan, India (contractors), and Poland (contractors) • Technical Account Management (TAM) and Educational Services • Installation • App. 50 Employees across all 3 groups • Support will handle about 12,000 Incidents this year • Many Incidents are “adaptive” - problems that don’t have simple resolutions or have a number of possible resolutions. In these cases, it is up to the Netezza support professional to determine the best resolution based on numerous considerations including the customer’s application and performance.

4. About Netezza Customer Support Complex Support Environment Easy To Do Business With – Customer Support makes it uncomplicated for the Customer On-Time installation Relentless Customer Advocacy A single support contract that covers everything, including Technical Account Management help for Customers who need it A knowledgeable Technical Support Engineer who responds quickly to incidents and takes full responsibility for resolution

5. What does Easy to Do Business With mean?This is what we see in our Incident Response Center

6. This is what our Customer’s see! A major theme throughout our last Relationship Survey was ease/easy – as in Easy to Do Business With, Ease of Use, Easy to Work With, etc.. These terms were used by our Customers 37 times (35 times as a positive attribute) in responses to the Relationship Survey.

7. Netezza Customer Support High Touch Program

8. Netezza/Omega NZCare ProgramCustomer Surveys Key Account Survey Annual Phone Survey Decision (to buy) Makers Relationship Survey Semi-annual Phone Survey High Level Development & Operational Contacts Customers Transaction Surveys Monthly TAM, Tech Support, & Install Surveys (Network & Phone)

9. NZCare - Netezza Top Down Surveys

10. Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Satisfied Web Submitted Case Surveys

11. Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Very Satisfied Web Submitted Case Surveys

12. 2009 Netezza Customer Support & Manufacturing Awards Customer Support, TAM, Installation, and Sales won 2009 Omega NorthFace Awards Customer Support won 2009 Best Practices Award for Best Use of Metrics & Business Intelligence (SMB) Customer Support won 2009 Star Award for Best Complex Application Support (SMB) Installation won CY2009 Award for Best Support Team Customer Support won CY2009 Award for Best Support Department Customer Support won CY2009 Silver Award for Best Customer Strategy Manufacturing was short listed for 2009 Strategic Manufacturing Award for Operational Excellence Netezza Customer Support was also a finalist for the SSPA Service Excellence Award for Emerging Business Support, 3 American Business Awards, and 1 International Business Award.

13. What Netezza’s Customers say about Netezza Customer Support Tushar gives us exceptional support. He is always there with suggestions and the very appreciated Solution – February 2009 Omega Survey Adam was a pleasure to work with. He was always reachable, prompt and knowledgeable - February 2009 Omega Survey Netezza is still the most responsive vendor I have worked with in my 25 years in IT – February 2009 Omega Survey Saddy (our TAM) has been excellent resource in helping us implementing it very fast – February 2009 Omega Survey RESPONSIVENESS. THEY ARE AVAILABLE 24-7. TECHNICAL SUPPORT IS ALWAYS THERE TO HELP ME. I HAVE NOT SEEN ANY OTHER VENDORS' WHO ARE THAT RESPONSIVE. THEY ARE VERY OPEN TO THE CUSTOMERS' FEEDBACK. – 2009 Omega Relationship Survey Our TAM is an utter professional and go above and beyond his call to ensure we get quality service. He represents Netezza in the way I believe they want to be viewed. – March 2009 Omega Survey The services provided by our TAM are better that what we get with Microsoft or HP. We are very happy with this relationship and hope that Netezza continues to allow TAMs to provide the same level of service in the future. – March 2009 Omega Survey

14. What Netezza’s Customers say about Netezza Customer Support "I would also like to commend our local TAM, John Malczyk, for his support resolving issues/concerns/questions that we have had. He has been great at coordinating between Infospace and Netezza support when it was required.“ – March 2009 Omega Survey You guys are the best on personal support. – March 2009 Omega Survey Tushar is prompt and always gets us a solution. Educates us on fixing things and we take credit for it. Thanks Tushar Patel!! – March 2009 Omega Survey "We had a short deadline to meet and, while Netezza was obviously motivated to help us meet this deadline, they came in and stood up the appliances in an insanely short amount of time. Really appreciated.“ – April 2009 Omega Survey "Josh Stone was excellent, solved any and all problems on site. We are very happy both with the product and the services we have been provided.“ – April 2009 Omega Survey Adam was fabulous. He was probably the best vendor manager that I have ever worked with. His communication and technical skills were superb and he was always available to answer questions. – April 2009 Omega Survey The logistics and communication around the install were excellent. It was up a half of day ahead of time. – May 2009 Omega Survey

15. What Netezza’s Customers say about Netezza Customer Support "Netezza support is very good. When we have a problem, our TAM has helped us make the most of what support can offer us, including helping us provide complete information and putting us in touch with the right people in Netezza support.“ – May 2009 Omega Survey Having a TAM is great because we get more up-to-date info RE: NZ's roadmap than getting it from any where else. Our TAM is already doing a great job, please keep it up – May 2009 Omega Survey Adam Ronthal is just a great guy to work with. He really takes care of Netezza support. – May 2009 Omega Survey I use Netezza Support probably the most of anyone within my company. I have always been impressed with the excellent service that I have received each and every time. I have not received the same type of care from any other software vendor. So I am one very happy customer. I couldn’t even think of one thing that needs improvement. - May 2009 Omega Survey Michael Purcell does outstanding support work. Give the guy a raise! – May 2009 Omega Survey The engineer not only helped to fix the problem that the support ticket was opened for but he suggested a little preventive maintenance/system tuning to do as well. It was excellent! – May 2009 Omega Survey

16. What Netezza’s Customers say about Netezza Customer Support "Working with Adam Ronthal was a pleasure. Although I was not in the DBA team, I could clearly see that he eased the workload on the DBAs to learn a new system by providing exceptional services. He was always productive and timely. He was never hesitant to provide any sort of assistance. It truly felt like he was part of our own team. I cannot thank him enough for being the DBA on this project.“ – May 2009 Omega Survey Exceptional customer service. Do not change, it’s perfect. - May 2009 Omega Survey "For the above answers it was difficult to not put ""Met expectations"". Even though our TAM is utterly professional and very knowledgeable and helpful, it is precisely this which has raised our expectations. ""Met expectations"" is doing a fantastic job in our opinion, because that's exactly what he's come to make us expect.“ – June 2009 Omega Survey Everyone here loves Baba. We never seen him in red-face. – June 2009 Omega Survey "Support is very good, especially when combined with our TAM's assistance. Response seems instantaneous. When the initial person can't help, the issue is efficiently passed to others who can. Very persistent. Frequently going the extra mile to make up for my lack of knowledge, never questioning the legitimacy of my requests even when my lack of knowledge, or insufficient effort reading the documentation would encourage lesser organizations to be unhelpful. Very impressive.“ – June 2009 Omega Survey

17. What Netezza’s Customers say about Netezza Customer Support Netezza support is the best I have ever experienced from any vendor in over 30 years in the business. – June 2009 Omega Survey Netezza is an excellent product and the TAM shows a proactive and personal interest in how we are doing. I can’t think of anything that needs improvement with our TAM at this point in time. - July 2009 Omega Survey Thus far Netezza technical support has been great with nary an issue. – July 2009 Omega Survey "I have opened a number of tickets with Netezza and each has been handled promptly, efficiently and effectively. I also appreciate the level of communication received. I know everything can be improved but as far as I’m concerned, if it’s not broke, don’t fix it.” – July 2009 Omega Survey "PROFESSIONALISM, TIMELINESS, AND GOOD PLANNING. ENGINEERS' HAVE ALWAYS EXCEEDED MY EXPECTATIONS.“ – August 2009 Omega Survey "THEY ARE EXTREMELY KNOWLEDGEABLE, AND RESPONSIVE.“ – August 2009 Omega Survey THE INSTALLATION TEAM IS PHENOMENAL, AND THE BEST I HAVE DEALT WITH IN THIRTY-FIVE YEARS.“ – August 2009 Omega Survey

18. What Netezza’s Customers say about Netezza Customer Support What we were promised became what we expected and Netezza has lived up to those expectations. This should not distract from the fact the service provided exceeds experiences from other vendors. – August 2009 Omega Survey We probably need more clones of our TAM! – August 2009 Omega Survey Our TAM has done a great job scheduling a monthly meeting trying to relay the Netezza information and work with us on any outstanding issues. Keep up the good work. – August 2009 Omega Survey Netezza has provided consistently good support over the years. – August 2009 Omega Survey "Resolution was a ""met expectations"" in relation to all other Netezza incidents but in comparison to other vendors, completely ""exceeded expectations"" (as normal).“ – August 2009 Omega Survey PROFESSIONALISM AND PROMPTNESS IS ON TOP. THE FOLLOW UP WAS OUTSTANDING. – September 2009 Omega Survey THE SERVICE IS GREAT. – September 2009 Omega Survey Great response and willing to think with us to solve things quickly. – September 2009 Omega Survey

19. What Netezza’s Customers say about Netezza Customer Support "THEY ARE VERY EASY TO WORK WITH. THEY COME IN, AND DO WHAT THEY NEED TO DO, AND THERE ARE NEVER ANY PROBLEMS.“ – October 2009 Omega Survey Please teach IBM how to deal with customers and resolve their issues. – November 2009 Omega Survey Todd continues to support the Nielsen account with great energy and professionalism. He provides great insight and direction as we work through issues in the environment. – November 2009 Omega Survey "Of all suppliers of IT products and services I met the last couple of years, the service and support of NZ is the best I know. Very professional and customer friendly.“ – November 2009 Omega Survey "TAM is very knowledgeable, friendly, and professional. We really like how our TAM can get back to us with answers when we ask questions. The turnaround time is usually very good. Please keep it up!“ – November 2009 Omega Survey Still the best and continuing to get better! – November 2009 Omega Survey I have never worked with such a great group of professionals. I have never had to wait more than 5 minutes for my tickets to be assigned to a technical engineer. I can’t think of one thing that needs improvement. - November 2009 Omega Survey

20. What Netezza’s Customers say about Netezza Customer Support "I LOVE THE SUPPORT, TECHNICAL AND THE HELP DESK. THE PRODUCTS PERFORMANCE IS EXCELLENT. EVERYTHING IS JUST WONDERFUL.” – December 2009 Omega Relationship Survey SUPPORT IS ALWAYS AVAILABLE WHEN THERE IS A PROBLEM WITH THE SYSTEM. – December 2009 Omega Relationship Survey THEY HAVE THE BEST IN CLASS CUSTOMER SUPPORT AND PERFORMANCE. – December 2009 Omega Relationship Survey THEIR CUSTOMER SUPPORT IS FAR BETTER THAN OTHERS. THEIR CUSTOMER SERVICE AND THE KNOWLEDGE OF THE TECNICIANS IS GREAT. – December 2009 Relationship Survey TECHNICAL SUPPORT IS EXCELLENT. THEY ARE KNOWLEDGEABLE AND REALLY SUPPORT YOU. THEY DO NOT HIDE ANYTHING. THEY MAKE SURE THE PROBLEM DOES NOT HAPPEN AGAIN. – December 2009 Omega Relationship Survey NETEZZA IS EASY TO USE AND THEY HAVE STRONGER SUPPORT THAN ANYONE ELSE. – December 2009 Omega Relationship Survey "Our TAM has continually been proactive, hands-on and quick to respond to our questions and issues - whether major or minor. He has helped us find solutions or workarounds for the various issues we've faced in a timely fashion. He communicates well and at the level of his audience.“ – February 2010 Omega Survey

21. What Netezza’s Customers say about Netezza Customer Support "Good product and a very good service and support, especially when compared to other IT suppliers.“ – February 2010 Omega Survey We love our 10100. Your customer support is world class...it might be certifiably be the best in the world. – February 2010 Omega Survey You have some special star-players in support. – February 2010 Omega Survey "The more I work with other vendors, the more I appreciate NZ's support (as well as your ticket system).“ – February 2010 Omega Survey “We are extremely pleased with support and Netezza's focus on Quality and customer satisfaction.” – March 2010 Omega Survey