Dell ProSupport Flex for Client Customer Presentation August 2013

1. Dell ProSupport Flex for ClientCustomer PresentationAugust 2013 Confidential

2. Why Dell ProSupport Flex for Client? Large customers with internal IT resources tell us they struggle with… …inflexible support models and multiple contracts …increasing demands in end user support (mobile, global) …vendors who have limited knowledge of their business and goals …time wasted gaining access to level of expertise needed • Dell ProSupport Flex for Client provides: • Scalable model providingoptimalserviceoptions to complement customer’s existing support infrastructure • Automated, integrated tools designed to expedite response and reduce end user downtime • Relationship-based support focused on operational stability and increasing both IT and end user productivity • Direct access to elite engineers around the clock and globe when needed Confidential

3. Dell ProSupport Flex for Client Personalized, scalable support model for large customers with robust internal IT capabilities • Customer benefits • Optimize your support budget with custom fit package • Complement your resources by extending capabilities only where needed • Reduce risk and downtime with streamlined processes • Tools & Technology TechDirect or Case Management API Part-time remote TAM is mandatory minimum offer requirement No field support option only available on models where field support is not part of ProSupport

4. Is Dell ProSupport Flex for Client right for you? New customer with 5,000+ client assets or existing customers on Basic with 5,000+ client assets (Dell & non-Dell) Skilled internal IT staff or help desk handling all level one support calls Will utilize TechDirect or case management API Intendto entitle large number of client assetsand eventually migrate fully to ProSupport Flex model Confidential

5. Key components of ProSupport Flex for Client • The best of the best when you need them - 24x7x365 access to ProSupport engineers with deep and broad expertise across hardware and software • Immediate advanced troubleshooting to streamline resolution and minimize lost end user productivity • Collaborative support agreements with over 195 3rd party vendors for single source resolution ProSupportEngineers “Dell ProSupport has been absolutely amazing. All we have to do is pick up the phone, and they get us back on track.” - Sean Barnes, Forum Energy Technologies, United States Confidential

6. Key components of ProSupport Flex for Client Dedicated Technical Account Manager 1 • Your #1 support advocate at Dell, ensuring you have someone who knows you and your business • Trusted advisor for support planning and insight into install base performance • Single point of contact for account management, escalation resolution, and quarterly or monthlyreporting reviews onsite | full or part-time remote* | reporting Flexible field support 2 Flexible parts dispatch 3 Additional Options 4 “I have been in this industry for 15 years and worked with almost every technology provider. The level of support we receive from Dell is really impressive. They really take care of us.” - DlipPatil, Yash Raj Films, India * Remote part-time TAM is mandatory minimum offer requirement Confidential

7. Key components of ProSupport Flex for Client Dedicated Technical Account Manager 1 • Onsite service visits from technicians can be scheduled at predetermined times and durations that optimize your repair needs • Option to dispatch Dell Service Technician per incident for warranty parts replacement • scheduled onsite | next business day | none* Flexible field support 2 Flexible parts dispatch 3 Additional options 4 “We have become accustomed to the level of service provided by Dell and we no longer consider other vendors when we want to roll-out a new solution.” - HemantDarji, Gujarat Apollo Industries, India * Only available on models where field support is not part of ProSupport Confidential

8. Key components of ProSupport Flex for Client Dedicated Technical Account Manager 1 • Option for customer managed onsite part solution to provide immediate parts access • Self-service online dispatch with TechDirect • Proactive monitoring of dispatches by Global Command Center to ensure efficient routing and speed resolution onsite parts | next business day | online portal Flexible field support 2 Flexible parts dispatch 3 Additional options 4 “The support from Dell is very good…..We don’t have to wait for anything; we ask for something, we get it.” - Vinay Shetty, Nilkamal Limited, Japan Confidential

9. Key components of ProSupport Flex for Client Dedicated Technical Account Manager 1 • Protect end user systems with enhanced coverage for accidental electrical surges, drops or liquid spills • Ensure security of classified, proprietary or sensitive data by retaining failed hard drives • Rely on Dell technicians to provide troubleshooting and resolution of end user issues at your sites when needed • Accidental Damage | Keep Your Hard Drive | Onsite Diagnosis Flexible field support 2 Flexible parts dispatch 3 Additional options 4 Leverage Dell expert assistance to minimize risk that could result in unplanned expenses, critical breaches of confidentiality or end user downtime Confidential

10. Key components of ProSupport Flex for Client Tools & Technology TechDirect Efficient online resolution Case Management API Integrated support case management Global online portal for efficient self-serviceparts dispatch and support case management by customer technicians. Secure interface providing direct help desk system integration with Dell for large customers. Integrated – Streamline management of support cases through direct communication between your Help Desk system and Dell Efficient – Create new support cases, receive updates, query status and verify warranty expiration through a single console Secure – Confidently connect directly to Dell for automated service request processing Easy– Quickly access everything your need with Intuitive navigation and dashboard format Convenient– Lesson time spent troubleshooting and archiving with 24x7 access with modular layout and custom views and reports Customizable – Define roles and add/edit/export key information for payments, certifications and labor reimbursements Confidential

11. Build a personalized support plan To assemble a best-in-class solution, we believe it is imperative to first understand the specific needs and challenges our customers face. • Expert technical support • Remote ProSupport engineers. • Available 24x7x365 • Hardware and software expertise • Collaborative assistance with 3rd party vendors • Flexible field support • Onsite support technicians. • Technician dispatched per incident to replace warranty parts • Schedule onsite visits After working closely with your team to review your products and capabilities, we create a Dell ProSupport Flex for Client customized plan to provide optimal support to your end user systems. • Dedicated technical account manager • Your single point of contact for support needs. • Support planning and reporting • Quarterly business reviews • Escalation management • Additional Options • Protect end user hardware and data. • Accidental Damage • Keep Your Hard Drive • Onsite Diagnosis • Tools and Technology • Manage and submit support incidents through online tools.. • Dell TechDirect • Case Management API • Flexible parts dispatch • Flexible parts options that meet your operational and budget requirements. • Incident based parts dispatch • Online self dispatch Confidential

12. Global coverage Phase 1 U.K. Korea Ireland Netherlands Canada Japan Germany Hong Kong Switzerland US France China Vietnam India Mexico Philippines Thailand Malaysia Singapore Brazil Indonesia Australia Languages Supported* * Local language phone support may be limited to business hours in some countries with after hours phone support provided in English 12 Confidential

13. Multivendor capabilities Dell has expanded its award winning ProSupport to cover select non-Dell assets* Desktops & Laptops HP ® Acer® Desktops & Laptops Dell ProSupport Desktops Laptops Desktops & Laptops Lenovo® Desktop & Laptops Apple® Storage Servers Laptops Toshiba® Networking Panasonic® Laptops • A single source for support services across all your assets • Supporting most major makes and models Fujitsu® Laptops * ProSupport Flex for Client TAM engagement on deliverables limited to Dell assets until Phase 2 launch Confidential

14. Dell ProSupport Flex for Client Flexible offers for your business ProSupport Flex for Client ProSupport Basic 9x5 24x7 24x7 Technical support access Return for repair or NBD Parts and labor response Flexible NBD TechDirect online cases and dispatch      Direct access to ProSupport engineers   Dispatch monitoring and crisis management   Escalation management   Collaborative 3rd party assistance  Dedicated Technical Account Manager  Contract renewal and support history reporting  Optional onsite parts  Case management API Confidential

15. Dell ProSupport Flex for ClientKey components recap Expert technical support ProSupport engineers Dedicated Technical Account Manager remote part-time* remote full-time onsite part-time onsite full-time quarterly monthly Reporting Flexible field support none** next business day scheduled visits Flexible parts dispatch online portal next business day onsite parts Additional options Accidental Damage Keep Your Hard Drive Onsite Diagnosis TechDirect Case Management API Tools & technology Choose from building blocks to compliment your unique support infrastructure * Minimum offer requirement ** Only available on models where field support is not part of Dell ProSupport Confidential

16. Dell Global Support Services by the numbersSmart. Dedicated. Global. 167 24,000+ 60+ 55 Countries offering Same Business Day response Countries supported Languages spoken People: Tech Support, Field Service 24 x 7 10+Million Annual part shipments Phone/Online Availability 5 2000+ Global Command Centers Carry in Service centers 49 90%+ 115+ Million 550+ Part distribution centers Dell ProSupport customer satisfaction ProSupport phone, e-mail, and chat sites Systems supported www.Dell.com/ProSupport Availability and terms of Dell Services vary by region. For more information, visit dell.com/servicedescriptions. AD# G130007002

17. Thank You Confidential