Technical Advisor TA Summary Definition Included at no

Technical Advisor (TA): Summary Definition Included at no charge during Warranty and for an additional fee post Warranty, TA is an enhancement to Base support (SWMA/Support Line, Warranty/HWMA) that delivers the following 1. Relationship based account management by a named TA who maintains an awareness of the client and their eligible Storage devices within IBM support. 2. Assistance with planning and guidance on proposed changes to eligible storage devices 3. Advice/guidance on maximizing availability and providing best practices for eligible storage devices Features § § Problem Management – Assigned TA will monitor open reported problems being worked by SWMA/HWMA personnel to ensure that all appropriate actions are being taken and will assist with critical problems by providing additional coordination/management as needed. Proactive Problem Prevention – § Your TA will provide information on the latest maintenance, best practices and other appropriate tips/techniques related to your eligible storage devices as they become available. Account Management – A named TA is available during Prime Shift (9 x 5, M thr F) to provide a focal point within IBM for questions related to eligible Storage devices Benefits 1. 2. 3. Designed to provide a relationship component to standard IBM base Support on eligible storage products Designed to assist in avoiding the costs/business impact of a problem Improves IT availability via sharing of maintenance and best practices advice. 1 © 2011 IBM Corporation

US TSS Software Services – XIV, Protec. TIER, So. NAS SWMA How-To/Usage Technical Support Known and New Defect Technical Support TA AA ü ü Potential for Live call Single point of Entry to Support for SW/HW Dedicated Technical Support Team CTS ü AA Team ü DAC ü AA Team ü üDeep System Level Skills ü Full CTS Team ü DAC ü CTS Team Enhanced Problem Resolution ü Limited to Sev 1 Electronic reports / status calls ü ü Assistance with Problem Prevention / Planning ü ü Customized to client need Account Management ü Coordination ü Limited Customized to client need ü Full ü Customized to client Senior Product Support Skills & Proweb & Custom Support Criteria environment All severity HW coverage üESO Option Priority Engagement by Development Support ü ESO Option Integrated HW/SW Support Specialist Support Days Note 1 Note 2 Note 1: Purchased separately from main service Note 2: 1 x SSD mandatory purchase if ESO selected 2 © 2011 IBM Corporation

Software Services – Service Deliverables HWMA TA AA CTS 30 min 24 x 7, 365 Initial Customer Contact Target w/Action Plan Prime Shift / Off Shift SWMA 1 Hour 2 hrs Prime NA 4 hrs Off 30 min 24 x 7, 365 Option: Sev 1: 15 Min Prime Shift 30 Min Off Shift Potential for live call No No Yes 24 x 7 Sev 1 only; 8 x 5 all others, 9 x 5, Mon thru Fri Maps to Base Support SW Team NA AA Team CTS Team 8 x 5 NBD, Hours of Support 24 x 7 x 4, 24 x 7 x 2 Who works reported Problems? Electronic Items HW team e. SA Remote Monitoring Operational Support Plan End of next business day Customer Support Plan Monthly Service Activity Proweb Follow-up Target Response Sev 1: 4 hours, as agreed When info available NA or as agreed for a Sev 2: daily, as critical problem agreed Sev 3 and 4: as info available 3 Sev 2: daily, as agreed Sev 3 and 4: when information available © 2011 IBM Corporation