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Welcome . . .

Better Answers. Welcome. Debra Svenson March 24, 1999. C ARE P AQ Services How C ARE P AQ Can Support You Expanded C ARE P AQ Portfolio Hardware Support Software Support NOS Support Installation & Startup Business Critical. Y2K Partner Assisted Services Q & A. Agenda.

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Welcome . . .

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  1. Better Answers. Welcome . . . Debra Svenson March 24, 1999

  2. CAREPAQ Services How CAREPAQ Can Support You Expanded CAREPAQ Portfolio Hardware Support Software Support NOS Support Installation & Startup Business Critical Y2K Partner Assisted Services Q & A Agenda

  3. CAREPAQ Services Complementary... Easy to Sell... Easy to Purchase… Adds to Profitability... Packaged Services from Compaq

  4. Certificate with Unique Number Terms & Conditions Service Description User’s Guide Registration Form (also via internet) Conveniently Packaged

  5. 3 Reasons to Register Services • Increase customer satisfaction and strengthen customer loyalty • Helps us achieve Service excellence • Ensure replacement parts are stocked and your customer receives the right part, at the right place, at the right time

  6. New Enhanced Service Registration Tools • New Enhanced Web-Based Services Registration Tool http://www.compaq.com/services/registration Utilizing this enhanced web-based tool… CAREPAQ registration is quick and easy. • New Centralized Telephone Registration Group -- 1-800-407-6210 connects the caller to a centralized registration group that will enter the registration into the Compaq Services Registration Database. • Multiple Services Registration Electronic Format – to simplify and streamline electronic submissions from Compaq partners, the registration database will accept several standard file formats that will be automatically loaded into the Compaq Services Registration Database.

  7. 1 1 $4,000 $4,000 $200 $200 0 1 $0 $2,100 $0 $378 $0 $0 $4,000 $6,100 $200 $578 5.0% 9.5% 2 CAREPAQ Increases Revenue & ProfitExample: 4-Hour On-Site Service for ProLiant 3000 - One Unit Reseller A No CAREPAQ Reseller B CAREPAQ HARDWARE SALES Units Revenue (~$4000/unit) Profit (~5%) CAREPAQ SALES Units Revenue (~$2100/unit) Profit (~18%) RESELLER INVESTMENT GROSS SALES REVENUE GROSS PROFIT GROSS MARGIN More Units to Match Margin $ 0% 53% 189% 90% These are assumptions and may not represent reseller sales figures.

  8. 25 25 $100,000 $100,000 $5,000 $5,000 0 25 $0 $52,500 $0 $9,450 $0 $0 $100,000 $152,500 $5,000 $14,450 5.0% 9.5% 50 CAREPAQ Increases Revenue & ProfitExample: 4-Hour On-Site Service for ProLiant 3000 - 25 Units Reseller C No CAREPAQ Reseller D CAREPAQ HARDWARE SALES Units Revenue (~$4000/unit) Profit (~5%) CAREPAQ SALES Units Revenue (~$2100/unit) Profit (~18%) RESELLER INVESTMENT GROSS SALES REVENUE GROSS PROFIT GROSS MARGIN More Units to Match Margin $ 0% 53% 189% 90% These are assumptions and may not represent reseller sales figures.

  9. CAREPAQ Qualifying Questions • What is the impact on your business if a server goes down? • What is the cost of downtime to your business? • How do you handle hardware and software installations? • How do you support desktop PC applications across your business?

  10. CAREPAQ Portfolio Five Service Categories • Hardware Services - Upgrades service response times to ensure your customers maximum uptime • Warranty Extensions - Protect your customers’ hardware investment by extending the terms of the Standard Limited Warranty • Software Services - Provides your customers with Help Desk support services on over 200 software applications • Installation / Start-up Services - Offers quick implementation of your customers new computer technology • Business Solutions (NEW) - Furnish your customers with a single point of contact for hardware and software integration needs

  11. Better Answers. Hardware Services Upgrades service response times to ensure your customers maximum uptime

  12. Warranty Attributes • Servers 3 year, 2nd business day, on-site, best effort • Professional Workstations 3 year • 1st year, 2nd business day, on-site, best effort • 2nd & 3rd year, parts ONLY • Desktop 3 year • 1st year, 2nd business day, on-site, best effort • 2nd & third year, parts ONLY • Portables Support • 1or 3 year, 2nd business day pick-up or delivery.

  13. CAREPAQ Portfolio Better Answers. Portable Desktop Workstation Server Storage UPS 1 WarrantyExtension Next Business DayOn-Site 9x5 4-HourOn-Site 24x7 4-HourOn-Site Priority Service Plan Hardware Installation 2 3 3 1 - also available for monitors 2 - Prosignia Servers Only 3 - one year contracts available for installed servers

  14. Hardware Protection Against Manufacturer Defect Parts & Labor Second Business Day Response for Replacement of Components Best Effort Repair No Software or NOS Support No Installation Protection Against Hardware Downtime 7X24 Hardware Repair 4-Hour On-Site Response Continuous Effort Repair Software & NOS Support Installation & Startup Services Warranty Protects the Hardware InvestmentServices Protect the Business Investment What your customers need What your customersget with the warranty

  15. NEW Hardware CAREPAQ Services • Installed Base Server • Proliant Servers and Disk Storage Subsystems • Portable • New Next Business Day On-site Coverage on Compaq Armada & Prosignia • Storage • New 24X7 and 9X5 Coverage on Fiber Channel Storage and DLT Tape Library • Warranty Extension • Desktop, Monitor, Portable

  16. NEW CAREPAQ for Installed Servers Servers currently under warranty 450,000 units Percentage sold without uplifted support 70% Opportunity to sell Installed Server CarePaqs 300,000+ units Market: • This offer: • Provides a one year, 4 hour response uplift to servers under warranty • Can be sold any time within year 2 or year 3 of product warranty • Expiration of this service is 12 months from date of purchase. • Service is available on: • Proliant Servers • Proliant Disk Storage Systems, Fiber Channel Storage, DLT Tape Library • Power Supply (UPS)

  17. NEW Desktop & Monitor Warranty Extension CAREPAQ Offerings • Sell with Compaq Delivering Service • Increase revenue and margin from selling Carepaq • Sell and You Deliver Service* • Increase revenue from selling Carepaq…PLUS • Increase service revenue opportunity up to $90.00 per event * Available to Authorized Service Providers or System Service Providers

  18. NEW Desktop Warranty Extension CAREPAQ Can be Provided by Partners Compaq will ship 2.5+M desktop units in 1999 Compaq Desktop Warranty Extension CarePaq now enables Compaq Authorized Service Partners to sell and deliverwarranty services on-site for 3 years. Market: • This offer: • Provides 3 years, 9X5, 2nd business day response • With this service you can: • Maintain your account presence • Significantly augment your services profitability - Selling and delivering! • Note: This offer is for desktop only; does not include monitor.

  19. NEW Monitor Warranty Extension CAREPAQ Provided by Partners Compaq Monitor Warranty Extension CAREPAQ now enables Compaq Authorized Service Providers to sell and deliverwarranty services on-site for 3 years. • This offer provides: • 3 years, 9X5, 2nd business day response • Available for: CRT <=21”, <=24” and • TFT <=15” TFT, <=18” • With this service you can: • Maintain your account presence • Significantly augment your services profitability- Selling and delivering!

  20. NEW Portable CAREPAQService Offerings • Warranty Extension • 3 years second business day pick-up For the Armada and Prosignia portables . . . • Next Business Day On-site Service • 5X9 Next day response for maximum uptime • Increase your profits and customer satisfaction with: • Compaq Field Technician Expertise and Extended Coverage Compaq will ship 725k+ portable units in 1999 Market:

  21. Gain Account Control Increase revenue generating opportunities with Pay for Performance Plan CarePaq packaging simplifies the sale, purchase, registration & administration Eliminates investment in service marketing Leverages the Compaq brand name Benefits of Servicing and Selling Desktop and Monitor Warranty Extension CAREPAQS

  22. Analyst on NT • O/S of the Future • “Investment” Expense for Support • MCSE’S • Customers Developing Critical Applications • Rapidly Changing as it Evolves

  23. Software Services Provides your customers with Help Desk support services on over 200 software applications

  24. NEW Client Software Support CAREPAQ Service • Quick access to technical expertise on over 200 of the most popular desktop applications 7x24x365 • Direct connection to a software support specialist in less than 60 seconds • Purchase pre-paid time banks, PIN Technology • Easy time replenishment • 1-800 direct access from U.S. and Canada • Available in two options: • Standard and Department

  25. NEW NEW NOS Technical Software Support • Two levels of support • Cost-effective, single source of support for help desk • Access to Compaq service specialists trained and certified by Microsoft • Supported Network Operating Systems Include: • NT, NetWare and SCO UNIX • Over 125 products supported

  26. 9x5, Mon.- Fri. 125+ products supported 2 hour response during business hours problem identification and resolution, info services, answers to point specific questions on installation and deployment 10- and 25-incident CAREPAQ 24x7 125+ products supported 1 hour response during business hours problem identification and resolution, info services, answers to point specific questions on installation and deployment 10- and 25-incident CAREPAQ NEW NOS Technical Software Support Standard Support Premium Support

  27. Installation/Start-Up Services Offers quick implementation of your customers new computer technology

  28. Installation/Start-up CAREPAQ ServicesReseller Benefits • Releases customer employees for core business work • Ensures fast and proper installation of hardware and software • Supplements reseller technical staff • Allows resellers to focus on higher value-added IT activities • Simplifies budgeting for multi-seat project implementation

  29. Installation/Startup Services for Windows NT Server 1 Windows NT Server Base Package WNT Acct.Creation WNT Client Integration Printer Integration Fileshare Creation 5 Additional NT Server Packages DomainIntegration RAS Config.2 Modems RAS Config.Model Pool WNT RouterConfig. WNT DNSConfig.

  30. 1 Windows NT Server Base Package • Installs and configures Windows NT 4.0 on onenew server • Limited to 2 days of on-site work • Basic file, print, and network access services • Installs and configures default network protocols • Integrates 5 existing, networked clients • Formats 1 local printer, fileshare, and 2 local disks • Creates 10 user accounts • Runs one time system backup • Domain creation and/or limited integration

  31. Additional NT Packages • Cluster Installation • Internet Installation (AltaVista) • Microsoft Exchange Server

  32. NEW CAREPAQ for Business Solutions Furnish your customers with a single point of contact for hardware and software integration needs

  33. NEW CAREPAQ for Business Solutions • Five integrated business solutions • Priority • Priority 24 • Priority Plus • Priority Premier • Priority Executive Workgroup, Departmental, Enterprise servers only

  34. NEW Compaq Priority Service Plan Packages Priority-Plus Priority Priority 24 - 24x7 HW - 4 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) 1 hr response M-F 8AM-5PM local time 2 hr. response remaining hours - Named SW Account Rep - SPS Account review - 24x7 HW - 4 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) 2 hr. response - 9x5 HW - 4 hr. response Next Available HW Engineer - 9x5 O/S SW Support (NT, NetWare) 2 hr. response Priority-Premier Priority Exec Premier - 24x7 HW - 2 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) - Premium Support Team - 30 min response- Critical - 1 hr response- non-critical - Named SW Account Rep - SPS Account review - Proactive Review Management - 24x7 HW - 4 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) 1 hr response M-F 8AM-5PM local time 2 hr. response remaining hours - Named SW Account Rep - SPS Account review - Proactive Review Management

  35. Business Critical • Will your client loose customers or revenue if their system is down? • Do they have systems key to their ability to do business? • Do they operate under regulatory regulations? • Do they have a heavy reliance on IT for revenue and production? If so, Compaq Business Critical Services will address these needs for high availability….

  36. Business Critical Portfolio of Services • Availability Assessment and Review -assess the risks in their environment. • Availability Partnership- continuous assessment and improvement plans. • Gold Support- highest level of response, expertise and service level for software support. • Platinum Support - service level agreement designed specifically for your customer. • Gold Support for Network Products- supports routers, switches, hubs, bridges and associated software.

  37. Analysts on Y2K • Unprecedented IT Challenge • Ruthless time line for critical applications • Largest temporary employment opportunity • Opportunity continues past January 1, 2000!

  38. Year 2000 Healthcheck Services • Assessment Services Include: • DIGITAL platform hardware, operating systems and layered products • All Compaq Intel-based products • Selected third-party products with DIGITAL or Compaq platform • Industry standard Networks and Networking devices and products

  39. NEW Year 2000 Healthcheck Services • Three key assessment services: Partner sells, Compaq delivers • Year 2000 System Healthcheck • VAX, Alpha System • Year 2000 Desktop Healthcheck • Intel-Based PCs and Servers • Year 2000 Network Healthcheck • SOW for Industry Standard Networks /Devices • Call CDR with Opportunity

  40. NEW Year 2000 Resources • VAR Assistance • NACS Channels Helpdesk: 1-800-344-4825, ask for Services • Compaq Services Year 2000 website: http://www.compaq.com/year2000/ • Compaq Services Year 2000 Helpdesk: 1-800-952-9723 • For additional information, please refer to: • http://ww1.digital.com/year2000/e_home.html (worldwide Year 2000 website with service information)

  41. NEW Partner Backup Support Partner Assisted Services Sold “to” Partners to Augment Internal Resources and Capabilities • On-Site Parts Service • Dedicated parts inventory on partner’s site • Spares Recovery Service • Financial return on non-productive inventory • Reduction of carrying and warehousing costs • On-Site Backup Support • Committed 2 or 4 hour response by Compaq F.E.

  42. NEW Partner Backup Support Partner Assisted Services Sold “to” Partners • Technicians Toolbox • Central repository of knowledge tools • Optional laptop may be provided • Spares Depot Program for Partners • Provide critical spare parts from 65+ Compaq depots • Guaranteed 4 hour delivery • No capital expense to partners

  43. Warranty Response Meets FewCustomer Business Requirements Availability Review Business Critical [high] Priority Executive Premier Priority Plus 24x7 4-hour On-Site Response Mission Sensitive Business Dependency on Hardware 9x5 4-hour On-Site Response Task Critical 9x5 Next Business Day On-Site Response Not Important [low] Warranty Extensions Warranty Response [best effort] Next Day Response 4-hour Response 2-hour Response Required Service Response Time

  44. CAREPAQInformation for Resellers • Reseller Pre-Sales Support • 1-800-289-9052 • Online Information • Compaq.com • http://www.compaq.com/support/service_offerings/so • Compaq Partner Network • http://cpn.compaq.com • Services & Technical Help / Products • Service Coverage Verification Tool • http://www.compaq.com/support/service_offerings/hardware • Services Registration • http://www.compaq.com/services/registration

  45. CAREPAQ Service Matrix & Part Numbers List Prices · Client Software Support · Technical Software Support Services for Windows NT (NEW) · NT Installation & Start-Up Services (NEW) · Monitors (NEW) · Desktop PC (Look for offers) NEW · Notebooks/Portables · Professional Workstations · Servers (Look for offers) NEW · Storage (Look for offers) NEW · Power Supply (UPS) FastStart II Reseller Handout New CAREPAQ Price List • CarePaq Service Matrix handout supercedes CD-ROM file • Check for new offers and price updates on Compaq Partner Network: • http://cpn.compaq.com • Services & Technical Help / Products

  46. Better Answers. Questions & Answers

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