Hurricane Irma Emergency Support Plan South Division 2017

Hurricane – Emergency Support Plan for South Division 1. Customers: Continue using the standard DELL EMC support processes to report and escalate issues: DELL EMC Support Center: 800-SVC-4-EMC (800-782-4362) Customers with dedicated 800 numbers should continue using them Support@EMC.Com will be available for opening support cases (Service Requests / SR’s) via Service center EMC Corporate Support centers will be in direct contact with the local Service Teams along with Scheduling and Account Services (S&AS) personnel to escalate issues EMC escalation process will be initiated per policy and reinforced by the following local support plan for the Division.   Escalation Management will be made aware, but local Field Management team will engage and update the Escalation Management team accordingly War Rooms to be set up as required Field team is customer advocate while Escalation Management team helps facilitate Remote Support Resources. Customers taking Emergency actions (IE- powering down), should open a support case (SR) if possible and notify EMC of the actions being taken (Support will dispatch this to the field).

Hurricane – Emergency Support Plan for South Division 2. Local Staff to contact the Manager on Duty (Remote Support) for any customer issues or escalations: Field Service Manager (FSM) or the On-Call FSM Manager will be available 24x7 throughout Please follow standard escalation process by contacting the scheduled Manager on Duty by phone. Include the FSM or On-call FSM for any escalation communications The Service Account Management (SAM) team will be available 24x7 to support strategic accounts (CE’s / field team should escalate to the SAM / On-call SAM first for those assigned accounts and include the FSM on any communications) 3. Each local Service District will be providing Customer Engineer (CE) standby resources as required: Additional Customer Engineers from the Region and or Division are on-call as needed Engineers on standby to travel onsite (as necessary and possible)

Hurricane – Emergency Support Plan for South Division 4. Field Support Specialists (FSS) will be available as needed: Field Managers or SAM’s will call the Solution Support Manager (SSM) for FSS support During normal work day the portal will be completed and a follow up call to the SSM After hrs. and weekends the Field Manager or SAM will call the SSM FSS’s may provide additional onsite support assistance as necessary (IE- critical needs, complex issue and/or no remote connectivity available).   5. Scheduling and Account Services (S&AS) personnel augmented as follows: There will be S&AS standby resources available Augmenting staff as required (especially after the event) 24x7 internal bridge call / war room will be active to accommodate escalations as required. FSM and/or On-call FSM to notify S&AS management of need for the bridge / war room. 

Hurricane – Emergency Support Plan for South Division 6. Logistics and Distribution: Logistics will stock parts outside of the surrounding “danger zone” as required depending upon the situation and locations. Local Field Managers will request these parts via Logistics management. Logistics partners will be over staffed accordingly to ensure timely delivery of parts as long as the State/Local area allows travel. FSM can engage Logistics Planners as required @ 1-866-362-1700 24x7 logistics hotline available for escalations 7. Accommodations: Lodging / accommodations in the impacted areas will be arranged for service personnel as required by the FSM and/or On-call FSM. 8. Remote Support: EMC Remote Support Centers will staff accordingly as required. On-Call and/or Standby resources readily available Extended hrs. on a volunteer basis

Hurricane – Emergency Support Plan for South Division 9. Additional precautions: Do not panic if cell phone service is disrupted All cell phones must be fully charged Staff to carry their car chargers and extra batteries Use text messaging to conserve cell phone power whenever possible Email should remain active and available at all times Use Skype Communicator Cars topped off to full tanks If roads are treacherous -> do not drive. Wait!!! Print a hard copy of this document and have hard copy phone lists available Field Resources need to over- communicate with Field Management Field Management to keep Escalation Management updated

Hurricane – Emergency Support Plan for South Division 10. In case a “State of Emergency” is declared dispatch operations will cease: In special cases where roads are closed, state police / local authorities will be contacted to determine response to critical situations (hospitals, infrastructure, emergency services) DELL EMC Field Personnel will be on standby once the situation is cleared.