1. © 2011 IBM Corporation 1 Definition Optional add on to standard Base Support (SWMA/Support Line, Warranty/HWMA) that delivers the following 1.Personalized account management, assistance with problem prevention and fast/efficient enhanced problem resolution for Storage plus Power Systems, p, i, x and x86 OEM servers 2.A named Technical expert provides a technical support centric approach to account management of the support relationship and assistance with problem prevention 3.Includes all elements of AA & SC which ensures Enhanced problem resolution via a dedicated technical team of product support experts who accept all reported HW and SW problems Features  Assistance with Problem Prevention –Product Support Experts who know your environment and who use that knowledge to provide advice on product optimization, tips/techniques and problem prevention  Account Management –Named IBM Product Support expert who owns the support relationship and who maintains regular contact via welcome call, Initial environment reviews (remote or onsite), electronic reports, status calls, etc.. Acts as an extension of client’s own in-house IT staff within the IBM Support structure  Enhanced problem Resolution –Live call or max 30 min hold time 24 x 7, 365 via a unique code to a dedicated team of Product Support Experts that already know your environment and who only work with CTS clients for all HW/SW problems associated with an eligible machine. This team either directly resolves or ensures managed/coordinated resolution of all reported problems. ETS includes full ETS level support for Sev 1 HW problems reported on an eligible server or storage device Benefits 1.Designed to provide comprehensive technical support for problem prevention and enhanced problem resolution 2.Designed to greatly enhance a client’s ability to AVOID the costs/business impact of a problem before it has occurred and MINIMIZE it when one has occurred plus lower overall operational costs by maximizing a client’s ability to leverage the efficiencies gained by utilizing IBM’s skills and resources 3.Consistent with enhanced services available for all Storage and Services products Enhanced Technical Support (ETS)

2. © 2011 IBM Corporation 2 SWMA / SLine / ServicePac SC (Note 1) AAETS CTS Enterprise Support Option How-To/Usage Support Known and New Defect Support Potential for Live call NoNA High Level assistance with Maintenance/Performance Priority Access to Support for SW/HW Dedicated Support Team Deep System Level Skills Range of electronic reports and status calls Highly Standardized Customized to client need Pro-Active Support with assigned technical support manager Highly Standardized Customized to client need Full Coverage for reported Sev 1 HW Senior Product Support Skills & Proweb & Custom Support Criteria Customized to client environment Integrated HW/SW Support All severity HW coverage Priority Engagement by Development Support Specialist Support Days Note 2 Note 3 Priority Problem Resolution StandardHighest Priority Note 1: available for Aix and i only Note 2: Purchased separately from main service Note 3: Purchase separately, minimum of 1 x SSD US MTS Software Services – CTS enhanced with ESO (Dark Green)

3. © 2011 IBM Corporation 3 HWMASWMAAAETS CTS Enterprise Support Option (CTS/ESO) Initial Customer Contact Target w/Action Plan Prime Shift / Off Shift 1 Hour 2 hrs Prime 4 hrs Off 30 min 24 x 7, 365 Option: Sev 1: 15 Min Prime Shift 30 Min Off Shift Potential for live callNoYes Hours of Support 8x5 NBD, 24x7x4, 24x7x2 24x7 Sev 1 only; 8x5 all others, upgrade available Maps to Base Support Electronic Items eSA Remote Monitoring End of next business day Weekly alerts; maintenance level reports; monthly service activity Standard = ETS Options: Additional Reports Report Frequency Detailed PM reports Follow-up Target Response When info available Sev 1: 4 hours, as agreed Sev 2: daily, as agreed Sev 3 and 4: as info available Sev 1: 4 hours, as agreed Sev 2: daily, as agreed Sev 3 and 4: as info available Sev 1: 4 hours, as agreed Sev 2: daily, as agreed Sev 3 and 4: when information available Problem Responsibility IBM SSR and Remote Support IBM- reactive help Client- implement resolution IBM- reactive help; periodic update Client- implement resolution IBM- proactive help Client- implement resolution can request OS assistance IBM- proactive help Client- implement resolution Can request OS assistance Software Services – Service Deliverables