1. ©2013 HDI. All rights reserved. NEW MEMBERSHIP MODEL Launch: April 16, 2013 Exciting Things Are Taking Place at HDI!

2. THE professional association and certification body for the technical service and support industry HDI facilitates collaboration and networking: Conferences, renowned publications/research, certify/train 1000s each year HDI connects solution providers with practitioners through industry partnerships and marketing services Guided by an international panel of industry experts and practitioners Serve a community of >120,000 technical service and support professionals, including ~5500 members HDI is the premier resource for best practices and emerging trends Meet HDI Technical Service & Support Industry

3. The Value of HDI Membership Everyone joins HDI for different reasons, but the driving force for joining is the same: incredible membership values Explore and learn which HDI membership category is most valuable to you: – GROW YOUR CAREER – BUILD YOUR NETWORK – UTILIZE INDUSTRY RESOURCES Learn more at ThinkHDI.com/Value

4. Proudly Presenting: HDI’s New Membership Model For a complete listing of benefits, go to www.ThinkHDI.com/Membership/Levels No Price Increase New LevelOld LevelPrice Leadership Connection MembershipForum Membership$4,500 - $6,500 Team Package MembershipPlatinum Plus Membership$1,995 Professional Plus MembershipPlatinum Membership$795 Professional MembershipGold Membership$495 Resources MembershipSilver Membership$165 Local Chapter MembershipBronze Membership$75 Student Membership $35 Community ConnectionN/A$0 Corporate Membership Available Upon Request

5. Current Members: What Does This Mean to You? Current HDI Members, Don't Fret! – You can keep your membership as it is until it expires, or change over any time – Just reach out to the HDI Customer Care Center at 800.248.5667 or Support@ThinkHDI.com Support@ThinkHDI.com

6. Brand NEW HDI Member Benefits A $250 Voucher – Team Package Includes one (1) $250 voucher that can be applied to the purchase of any HDI training course (any delivery method) The HDI Customer Satisfaction Index (CSI) Service A Leadership Connection Membership Benefits Never Before Offered from HDI! Alliance Partner Discounts – Resources Members and above – HDI is partnering with companies to offer expanded benefits to members like: Event and training discounts Hardware and software discounts Access to a wide range of services, resources, and networking opportunities – Some current partners: CompTIA, ITpreneurs, KEDARit

7. Brand NEW HDI Member Benefits Print Package: $95 (domestic) | $155 (international) – Resources members and above – Add on to your membership to receive printed copies HDI Support Center Practices & Salary Report (one issue per year) (a $399 value) HDI Desktop Support Practices & Salary Report (one issue per year) (a $299 value) HDI’s SupportWorld magazine (six issues per year) (a $79 value) – FREE to Leadership Connection Members Benefits Never Before Offered from HDI! – A Virtual Local Chapter – Local Chapter Members and above – Don’t live close to an existing HDI local chapter, no problem – Members can compliment existing local chapter participation – Network with peers, share experiences, and grow career success in a virtual environment – Upcoming 2013 vChapter Meetings April 23: Troubleshooting & Problem Solving in a Multi Channel Environment July 16: Workplace Culture & Teambuilding October 15: The New Job of ITSM Leaders

8. Membership Level Comparison Share HDI Member Level Comparison Spreadsheet

9. Community Connection Benefits Complimentary Create and maintain a MyHDI profile Create and maintain an HDIConnect profile, giving access to: – post and participate in discussions – read and comment on blogs – rate products in the HDI Buyers Guide – and review, share, and access to the HDI Job Board Receive HDI e-newsletters and announcements Access and maintain a HDI professional development transcript via the HDI Continuing Certification web page Download certificates of certification for HDI credentials earned via the HDI Learning Center Leverage the Notify My Manager option to have HDI inform others of HDI credentials that you hold Participate in digital events and select webcasts Create and maintain a MyHDI profile Create and maintain an HDIConnect profile, giving access to: – post and participate in discussions – read and comment on blogs – rate products in the HDI Buyers Guide – and review, share, and access to the HDI Job Board Receive HDI e-newsletters and announcements Access and maintain a HDI professional development transcript via the HDI Continuing Certification web page Download certificates of certification for HDI credentials earned via the HDI Learning Center Leverage the Notify My Manager option to have HDI inform others of HDI credentials that you hold Participate in digital events and select webcasts

10. Student Member Benefits Enjoy all the privileges of Community Connection and Resources Membership at a deeply discounted rate that’s just for students Must apply, using the HDI Student Membership Form Enjoy all the privileges of Community Connection and Resources Membership at a deeply discounted rate that’s just for students Must apply, using the HDI Student Membership Form $35 / Year

11. Local Chapter Member Benefits Community Connection benefits, plus: Attend HDI local chapter meetings in your area, including the HDI vChapter. Receive an online subscription to HDI’s SupportWorld magazine (a $79 value) Apply for HDI Awards Community Connection benefits, plus: Attend HDI local chapter meetings in your area, including the HDI vChapter. Receive an online subscription to HDI’s SupportWorld magazine (a $79 value) Apply for HDI Awards $75 / Year HDI Local Chapter Locations

12. Resources Member Benefits All benefits included in the Community Connection and Local Chapter Membership, plus: Receive electronic copies of: – HDI Support Center Practices & Salary Report (a $399 value) – HDI Desktop Support Practices & Salary Report (a $299 value) – SupportWorld magazine (a $79 value) Receive access to thousands of members-only online resources (a $2,500+ value) including, but not limited to: HDI Certification StandardsAsk the Expert HDI Support Center StandardWhite Papers Digital EventsWebcasts HDI Research Corner ReportsGlossary Tools and TemplatesToolbox Books Enjoy Discounts on the Following: – Alliance Partner Program discounts – ITIL Foundation Online Course (Member Price = $99) Print Package Add-On for $95 All benefits included in the Community Connection and Local Chapter Membership, plus: Receive electronic copies of: – HDI Support Center Practices & Salary Report (a $399 value) – HDI Desktop Support Practices & Salary Report (a $299 value) – SupportWorld magazine (a $79 value) Receive access to thousands of members-only online resources (a $2,500+ value) including, but not limited to: HDI Certification StandardsAsk the Expert HDI Support Center StandardWhite Papers Digital EventsWebcasts HDI Research Corner ReportsGlossary Tools and TemplatesToolbox Books Enjoy Discounts on the Following: – Alliance Partner Program discounts – ITIL Foundation Online Course (Member Price = $99) Print Package Add-On for $95 $165 / Year

13. Professional Member Benefits All benefits included in the Community Connection, Local Chapter, Resources Membership, plus: Access to the HDI Support Center Online Self Evaluation (a $500 value) One free ITIL Lite online course (a $99 value), which you can use yourself or assign to an employee Discounts on the following: – The HDI Customer Satisfaction Index (CSI) Service (one $500 discount for each annual subscription) – HDI and FUSION Annual Conference & Expo events – HDI training – Posts on the HDI Job Board – HDI merchandise – Alliance Partner Program discounts (starts at Resources level) – ITIL Foundation Online Course (starts at Resources level) Print Package Add-On for $95 All benefits included in the Community Connection, Local Chapter, Resources Membership, plus: Access to the HDI Support Center Online Self Evaluation (a $500 value) One free ITIL Lite online course (a $99 value), which you can use yourself or assign to an employee Discounts on the following: – The HDI Customer Satisfaction Index (CSI) Service (one $500 discount for each annual subscription) – HDI and FUSION Annual Conference & Expo events – HDI training – Posts on the HDI Job Board – HDI merchandise – Alliance Partner Program discounts (starts at Resources level) – ITIL Foundation Online Course (starts at Resources level) Print Package Add-On for $95 $495 / Year

14. Professional Plus Member Benefits All benefits included in the Community Connection, Local Chapter, and Resources Membership, plus: One (1) Professional Membership (a $495 value) for the account holder – all benefits of professional membership and lower apply One (1) Resources Membership (a $165 value) for a colleague Additional Professional Memberships at $395 per member (a $100 savings) Ten (10) discounts for employees at the Professional Plus member's location, on: – HDI conferences – HDI Training – posts on the HDI Job Board – HDI merchandise Print Package Add-On for $95 All benefits included in the Community Connection, Local Chapter, and Resources Membership, plus: One (1) Professional Membership (a $495 value) for the account holder – all benefits of professional membership and lower apply One (1) Resources Membership (a $165 value) for a colleague Additional Professional Memberships at $395 per member (a $100 savings) Ten (10) discounts for employees at the Professional Plus member's location, on: – HDI conferences – HDI Training – posts on the HDI Job Board – HDI merchandise Print Package Add-On for $95 $795 / Year

15. Team Package Member Benefits Five (5) Professional Memberships (all benefits from professional membership and lower apply) – A primary Team Member will be identified One (1) $250 voucher that can be applied to the purchase of: – Any HDI training course (any delivery method), or – HDI Customer Satisfaction Index (CSI) Service, or – Leadership Connection Membership All employees at primary Team Member's location receive ALL discounts Print Package Add-On for $95 Five (5) Professional Memberships (all benefits from professional membership and lower apply) – A primary Team Member will be identified One (1) $250 voucher that can be applied to the purchase of: – Any HDI training course (any delivery method), or – HDI Customer Satisfaction Index (CSI) Service, or – Leadership Connection Membership All employees at primary Team Member's location receive ALL discounts Print Package Add-On for $95 $1,995 / Year

16. Leadership Connection Member Benefits All benefits included in the Community Connection, Local Chapter, and Resources Membership, plus: One (1) Professional Membership Choose one (1) annual HDI Forum Package from the following (packages and prices vary by group) : – Desktop Support | Higher Education | Executive | Law | Government | Retail | Healthcare Providers | Support Center Leadership – Two (2) live HDI Forum meetings per year (Executive = 3 meetings per year) – Includes customized content (a $2,500 value per meeting) – One admission to the HDI Annual Conference & Expo (up to a $2,295 value), One exception: The HDI Healthcare Providers Forum package does not include conference registration – Online tools to collaborate with your HDI Forum group, including an email distribution list and a dedicated HDI Group Additional Professional Memberships at $395 per member (a $100 savings) One (1) Print Package Included All benefits included in the Community Connection, Local Chapter, and Resources Membership, plus: One (1) Professional Membership Choose one (1) annual HDI Forum Package from the following (packages and prices vary by group) : – Desktop Support | Higher Education | Executive | Law | Government | Retail | Healthcare Providers | Support Center Leadership – Two (2) live HDI Forum meetings per year (Executive = 3 meetings per year) – Includes customized content (a $2,500 value per meeting) – One admission to the HDI Annual Conference & Expo (up to a $2,295 value), One exception: The HDI Healthcare Providers Forum package does not include conference registration – Online tools to collaborate with your HDI Forum group, including an email distribution list and a dedicated HDI Group Additional Professional Memberships at $395 per member (a $100 savings) One (1) Print Package Included $4,500-$6,500\Year

17. HDI Corporate Membership Professional Membership Bundle HDI Sales Team Sells & Provides Support for Corporate Memberships

18. HDI Corporate Membership Resources Membership Bundle HDI Sales Team Sells & Provides Support for Corporate Memberships

19. Purchasing New Memberships The New HDI Memberships can be purchased directly from HDI starting – April 16, 2013 When a NEW member signs up, the membership becomes active (Once payment is received): – Online: 2 Business Hours – Phone: 1 Business Day – Fax: 1 Business Day – Email: 1 Business Day What does the NEW member receive after joining HDI? – A Welcome Email To All New Members This email contains information on how to access their username and password to www.ThinkHDI.com www.ThinkHDI.com – New Member Kit – Resources Members and Above Brand New Virtual Interface for HDI Member Kit Member Receives Flash Drive that Acts as Member Card Flash Drive Contains Virtual New Member Kit

20. How Can A Member Renew? Multiple Ways to Renew – Online Members can renew memberships online within 90 days of expiration date, which is your renewal period, through MyHDI account at http://www.thinkhdi.com/member/MyHDIMyHDI account If you want to renew early, outside of your renewal period, contact the HDI Customer Care Center – Mail Invoice with Payment: 121 S Tejon Street, Suite 1100, Colorado Springs, CO 80903 – Fax Invoice with Payment: 719-268-0184 – Call the HDI Customer Care Center: 800-248-5667 – Email the HDI Customer Care Center: Support@ThinkHDI.com Support@ThinkHDI.com

21. Need Help Renewing? HDI is here to help! It’s Easy as 1, 2, 3… HDI is here to help! It’s Easy as 1, 2, 3… 1.We can provide a “Convince Your Manager to Renew” letter 2.A complementary document containing the “TOP 10 Reasons to be an HDI Member” 3.A “Track Your Value” Calculator Such Great Resources! Print these items and give to your manager or send via email

22. HDI Customer Care Center HDI Customer Care Center Supports Membership – Handle all prospect calls interested in memberships – Handle all prospect emails interested in membership Online Campaign Form Support@ThinkHDI.com – Register new members and renewing members – Answer questions from members through multiple channels – Involved at all levels within the renewal process

23. Still Have Questions About HDI Membership? HDI Provides a List of Frequently Asked Questions and Their Answers on the HDI Website – Find the FAQs here: http://www.thinkhdi.com/Membership/FAQ http://www.thinkhdi.com/Membership/FAQ

24. ©2013 HDI. All rights reserved. QUESTIONS? Thanks for your continued support and commitment to HDI!