Onsite Service & Parts Inventory Management Solution

1. Onsite Service & PartsInventory Management Solution Direct Customer Stocking Solution

2. Service, Service, & Service • Strategic Advantage • Enhanced Service Offerings • Brand Reinforcement/Loyalty • New Revenue Opportunities • Customers Satisfaction • Customers Want It • Beyond 3PL Reach • Global Visibility & Control of Supply Chain • Beyond the ERP,MRP • Consumption Data

3. Dell Inc. Seven Infrastructure Service Suites Enterprise: server/storage Client: desktop/notebook plan Assessment, Design and Implementation Services IT Architecture Software Migration Systems Consolidation Deployment Services Asset Discovery Application Packaging Image Management Custom Factory Integration Installation ManagedLifecycle Services implement Asset Recovery, and Recycling Services Disposal Donation Value Recovery Lease Return Training Dell Hardware Training and Certification Services Infrastructure Software Training and Certification PC Skills and Professional Development Training maintain Enterprise Support ServicesPlatinum, Gold, Silver SupportBasic Support Dell/EMC Maintenance Client Support ServicesGold Technical Support Basic Support CompleteCareTM

4. Dell’s Enterprise Support Provides Flexible Options to Maximize Uptime and Better Manage Costs Technician will be dispatched if necessary in parallel with phone-based troubleshooting for Severity Level 1 issues on systems with Gold or Platinum two-hour or four-hour on-site response service. Service may be provided by a third party. Subject to parts availability, geographical restrictions and terms of service contract. Service timing dependent upon time of day call placed to Dell. U.S. only.

5. Governing Globally - ETF Framework Deployment WW Leader: Enterprise Command Center WW Leader: Enterprise Service Force WW Leader: Technical Account Managers WW Leader: 4-Hr Parts/Log WoB to BoB WW Leader: 4-Hr DSP WoB to BoB WW Leader: Same Day Planning Tool WW Leader: Server WW Leader: Storage WW Leader: WW Leader responsible for driving successful completion of goals worldwide WW Leader establishes WW teams and governance ETF Conference call at EoQ prior to WWSC face-to-face to report results (15 minutes each) • Identify & eliminate gaps • Improve Capabilities WW • BoB implementation for Cost and CE • Encourage cross-regional ownership ETF Conference call early each quarter to give ETF Steering Committee overview of teams and quarterly objectives (10 minutes each) Frequency/Structure of Operational meetings necessary to achieve goals determined by team Team defines Quarterly Goals and FY Priorities

6. End-to-End Enterprise Accountability Focused Enterprise Services Organization w/ Fully Integrated End to End Support Accountability Solution Design / Operations Deployment Phone Support Field Service & Logistics Customer Enterprise Command Center Reduntil ProvenGreenMentality

7. Dell Has Invested in a Global Infrastructure to Better Support Mission Critical Systems • 5 Enterprise Command Centers • 15 Enterprise Expert Centers • >3,000 certified professionals • >350 local 4-hr parts depots • 2 million annual Enterprise Support calls • 120,000 annual customer “cases” • 4,000 SAN deployments

8. Americas EMEA Japan ECC Geographic Mapping Tool ECC Dispatch Monitoring Tool This Infrastructure Includes Enterprise Command Centers for Proactive Problem Management China • CENTRALIZED, END-TO-END • 24 X 7 X 365 OPERATIONS • PROVIDING BUSINESS CRITICAL INCIDENT MANAGEMENT • PROACTIVE EVENT MONITORING • CRISIS MANAGEMENT

9. BPI Model Using Dell’s BPI Process (Six Sigma) to methodically reduce process variance • Clear Vision of Customer Expectations • Support from the Top • Listening Posts • Monitor Progress: Measures and Goals • CE Metrics • Customer Feedback • Ability to Respond: Drive Changes / Improvements • BPI Critical Success Factors Critical Success Factors 1. Define What’s the problem? Who can fix it? What’s the process? 6. Report Tell others. 2. Measure Can I explain a problem with data? 5. Control Did we improve? Was Customer Satisfied? 3. Analyze What’s the real problem? 4. Improve Let’s improve the process! Clear Vision of Success Monitor & Measure Progress Respond Quickly

10. Americas Enterprise LogisticsRight Part, Right Place, Right Time Parts Dispatched Tech Support Pick, Pack and Ship Parts Replaced Defective Parts Returned Scope Functions • Next Business Day (NBD) in Canada and Latin America • 4HR in all of the Americas • 2HR in USA • Global Programs/Solutions • OCONUS/Kuwait Hub • Global Customer • Onsite Parts • Distributed Inventory Planning • Service Parts Delivery • Returns Management • Latin America Repair • International Logistics • Custom Services for the Americas • Onsite Parts Management

11. Custom Services OIS - Online Inventory System Traceable, controlled onsite inventory Storage - Inventory Cages/Lockers/Rooms Secure, controlled onsite inventory Custom • Web based stock scanning • Customer provides PC and storage units • Secure Storage Cabinet • Wireless or Direct Network connectivity • Wireless scanner

12. Onsite Parts Service Provides Availability 7x24x365 • Spare PartsInitial seed stock of spare parts, customized and planned to support customer’s onsite Dell systems, with option to include non-Dell product service parts • Service Contracts • 3 year service and support; 7 x 24 x 365 • Global offering through custom services • Online Inventory management Web Site • View sites on-hand stock, shelf location, description and substitutions. • 48 hour automated part replenishment. • Online Reporting and Activity History. • Purge/Audit notification Service Contracts Online Service Onsite Parts Gold Enterprise Support

13. OPS – Locker Offering Secure Storage Cages/Cabinets or Room • Access Control • Pin Number • Smart Card • Online Unlock Online ServiceProvides a password protected logon to site specific views. Online access to many features and reporting functions

14. Scan Based Inventory Management Locker based scanning Easy Scan based functionality • View On hand Inventory • Plan part • Sub part • Part Description • Shelf location • Sort stock online by any column.

15. Implementation Steps Dell Inventory Solution can be implemented quickly & seamlessly. Plan Stage Install Launch Define Product to support by qty & location. ~Service Tag List or ~Product type/ configuration Determine appropriate stock Determine locker requirement • Identify Onsite users • to access locker • Order Solution equipment • Order seed stock • Receive equipment & install / establish connectivity • Create access cards for users • Receive Inventory & stock • Log on Average 90 Days

16. Service and Replenishment DELL Seed Stock Demand Analysis Inventory Changes Replenishment SeeControl Web Interface Inventory, Location, Reports Part Data Supply and Replenishment Return CUSTOMER Warranty Break-Fix Transactions & PI New Product Notification Return Parts

17. Onsite Product Guide Choose one of these standard options or let Dell build an onsite solution for you, customized to meet the needs of yourenvironment. Heavy Steel Cabinet 7ft. X 24ft. X2ft. 425 lbs. Pricing, specifications, availability, and terms of offers may change without notice. Taxes, fees, and shipping and handling charges are extra, and vary. Dell cannot be responsible for pricing or other errors, and reserves the right to cancel orders arising from such errors.