1. © 2010 IBM Corporation IBM Maintenance and Technical Support IBM Hardware Maintenance Services Hard Drive Retention March 2012

2. © 2010 IBM Corporation IBM Maintenance and Technical Support 2 Hard Drive Retention Allows clients to retain highly sensitive data and help ensure privacy Features  Available for IBM System i, System p, Power, System x and System z or Storage products.  Provides clients with the ability to maintain control of sensitive data based on federal, legal and internal corporate guidelines.  Services are available during the hours defined through the product warranty or maintenance service agreement. Benefits  Helps safeguard the security and privacy of sensitive data  Helps customers comply with Federal Legislation  Integrates data security compliance into system support processes  Transfers accounting of hard drives as an asset to a maintenance support service Ideal for  Clients who need to track and dispose of hard drives that may contain sensitive client, corporate or other security data (i.e. financial services, healthcare, retail)

3. © 2010 IBM Corporation IBM Maintenance and Technical Support 3 3 Hard Drive Retention for Storage Client Benefits Why add HDR to Support for Disk Storage device? 1.Keeps highly sensitive data in house, supporting compliance with security and privacy laws 2.Integrates data security compliance into system support processes 3.Simplifies asset tracking, depreciation and budget planning by embedding hard drive retention into the support expense HDR is designed to ensure a client can meet their legal and internal business controls rules regarding control of their Data Ensures Clients retain control over their data Allows IBM clients to retain failed hard drives instead of returning them to IBM as used returnable parts or purchasing them at retail prices Offers an IBM maintenance service option with coverage for both the warranty and post-warranty periods Covers all hard drives on a single machine under an annuity contract Is available to U.S. clients with IBM System i™, IBM System p™, IBM System x™ or IBM System z™ platforms or IBM storage products Should be included as part of a comprehensive support package covering Hardware/Software/Product usage of a Disk based Storage device. HDR ensures that client can be confident that their data will stay their data

4. © 2010 IBM Corporation IBM Maintenance and Technical Support IBM Hardware Maintenance Services Microcode Support Services March 2012

5. © 2010 IBM Corporation IBM Maintenance and Technical Support Why is Microcode support more important now than before? The Clients Microcode environment  Lack of microcode support management process and tools  Multiple platforms which can require multiple skills  Remote locations with no onsite resource  Need to do more with less without sacrificing system availability and performance The Microcode environment  Microcode is more complex  Machines are more dependent with specific functions controlled by Microcode  Complexity is compounded by increasing interoperability dependencies between products  Microcode in the future will be even more complex and sensitive to interoperability issues

6. © 2010 IBM Corporation IBM Maintenance and Technical Support IBM Microcode Support helps Clients avoid downtime and other IT problems due to microcode issues and conflicts. »MCS Analysis only: –Is a proactive, preventive maintenance approach to microcode management –IBM pulls microcode information from all covered systems –IBM conducts an analysis of the current microcode environment –IBM creates a Microcode Support Plan and presents to the Client »MCS Analysis plus update: –Onsite Microcode update, performed by IBM SSRs based on the Microcode Support Plan and when requested by the Client »Eligible systems: –System i, System p, System x, Power and Storage Systems »Contracting: –Analysis Only, one time per year –Analysis and Code Update, one time per year –Analysis Only, two times per year –Analysis and Code Update, two times per year

7. © 2010 IBM Corporation IBM Maintenance and Technical Support Microcode Support – Features and Benefits Clients can utilize IBM to perform Microcode tasks Features  Maintaining Microcode installed on Server and/or Storage Device at the latest levels is a customer responsibility.  Provides 2 levels of optional assistance from IBM on this responsibility.  Basic Level: IBM will analyze installed Microcode and provide advice on any required changes  Advanced Level: IBM will analyze/advise and perform any upgrade the client wishes to perform on their Server and/or Storage devices. Benefits  Lowers Operational costs by reducing the burden on in-house staff to perform tasks related to Microcode  Client can leverage IBM skills & expertise  Avoid the costs/business impact of encountering a problem related to back dated Microcode

8. © 2010 IBM Corporation IBM Maintenance and Technical Support To understand Microcode Support…. Key questions to ask: »When was the last time you experienced a microcode problem? »What happens to your business when you experience downtime or a problem due to out-of-date microcode levels? »What is your current strategy for managing your microcode levels? »Where are you facing pressure within your business organizations to improve microcode levels? »How are you currently maintaining the microcode level of all your IBM systems, cross-platform, given increased business dependencies on your information technology infrastructure? »Are you successful in retaining the experienced skills necessary to manage all of your microcode environment? »How do you manage and update microcode for your remote locations where you have no onsite skills? »What is your long term plan to manage the increasing complexity of microcode and it’s interoperability?

9. © 2010 IBM Corporation IBM Maintenance and Technical Support Microcode Support Process Sales: »Select MCS offering and options in ISAT »Select machines to cover by serial »MCS bills as a separate invoice line item during warranty and maintenance »Project Management Office (PMO) is notified when contract is registered Delivery: »PMO contacts the Client and coordinates service »Microcode information is collected remotely or by SSR onsite »Remote Support centers for each platform analyze the information »PMO collects each platform analysis and creates Microcode Support Plan »PMO provides and reviews the Microcode Support Plan with the Client and SSR Upgrade Option: »Upon Client request, PMO creates task call for SSR to go onsite and update Microcode

10. © 2010 IBM Corporation IBM Maintenance and Technical Support 10 Contracting Information cont. MCODE ANLY 1/YR SYS p/PS/STGMicrocode Analysis One per Year for System p, Power and Storage MCODE ANLY 2/YR SYS p/PS/STGMicrocode Analysis Two per Year for System p, Power and Storage MCODE ANLY 1/YR OS400&i 1PTNMicrocode Analysis One per Year for OS/400, i5/OS and IBM i in 1 Partition MCODE ANLY 1/YR OS400&i 2PTNMicrocode Analysis One per Year for OS/400, i5/OS and IBM i in 2 Partitions MCODE ANLY 1/YR OS400&i 3-5PTNMicrocode Analysis One per Year for OS/400, i5/OS and IBM i in 3-5 Partitions MCODE ANLY 2/YR OS400&i 1 PTNMicrocode Analysis Two per Year for OS/400, i5/OS and IBM i in 1 Partition MCODE ANLY 2/YR OS400&i 2 PTNMicrocode Analysis Two per Year for OS/400, i5/OS and IBM i in 2 Partitions MCODE ANLY 2/YR OS400&i 3-5PTNMicrocode Analysis Two per Year for OS/400, i5/OS and IBM i in 3-5 Partitions MCODE ANLY 1/YR SYSTEM xMicrocode Analysis One per Year for System x MCODE ANLY 2/YR SYSTEM xMicrocode Analysis Two per Year for System x MCODE AN&UPD 1/YR SYS p/PS/STGMicrocode Analysis & Update One per Year for System p, Power and Storage MCODE AN&UPD 2/YR SYS p/PS/STGMicrocode Analysis & Update Two per Year for System p, Power and Storage MCODE AN&UPD 1/YR OS400&i 1PTNMicrocode Analysis & Update One per Year for OS/400, i5/OS and IBM i in 1 Partition MCODE AN&UPD 1/YR OS400&i 2PTNMicrocode Analysis & Update One per Year for OS/400, i5/OS and IBM i in 2 Partitions MCODE AN&UPD 1X OS400&i 3-5PTNMicrocode Analysis & Update One per Year for OS/400, i5/OS and IBM i in 3-5 Partitions MCODE AN&UPD 2/YR OS400&i 1PTNMicrocode Analysis & Update Two per Year for OS/400, i5/OS and IBM i in 1 Partition MCODE AN&UPD 2/YR OS400&i 2PTNMicrocode Analysis & Update Two per Year for OS/400, i5/OS and IBM i in 2 Partitions MCODE AN&UPD 2X OS400&i 3-5PTNMicrocode Analysis & Update Two per Year for OS/400, i5/OS and IBM i in 3-5 Partitions MCODE AN&UPD 1/YR SYSTEM xMicrocode Analysis & Update One per Year for System x MCODE AN&UPD 2/YR SYSTEM xMicrocode Analysis & Update Two per Year for System x ISAT Short NameIBM Analysis Description ISAT Short Name IBM Analysis and Update Description

11. © 2010 IBM Corporation IBM Maintenance and Technical Support Example: Microcode Support Plan The analysis is provided for all applicable IBM hardware systems. This is an example for System x, only.

12. © 2010 IBM Corporation IBM Maintenance and Technical Support How do I find it information / where do I get help? »More Information –Microcode Support Website https://w3- 03.sso.ibm.com/services/salesone/ShowDoc.wss?docid=H7 13879C54098T90 –PartnerWorld Website https://www- 304.ibm.com/partnerworld/mem/services/us/ofma14.htmlhttps://www- 304.ibm.com/partnerworld/mem/services/us/ofma14.html »IBM Services Team –Guy von der Esch – Business Manager 516-349-3190, gfvonde@us.ibm.com