Changes to Dell Base Warranty Americas Partner Training January 2015

Dell - Restricted - Confidential 2 What is changing? Some elements of Dell’s base warranty on selected client hardware are changing starting January 5 – February 2, These changes apply to North America and Latin America. Customer Benefits: These changes enable a competitive returns process for Dell client hardware in need of repairs and provide a simple upsell path to ensure customers get the services that best fit their needs. Product*WasIs now Latitude 3000 & 5000, Venue 111 year Onsite Next Business Day1 year Mail-in or Carry-in** Alienware, Inspiron, Vostro, XPS (laptop & desktop), Venue 7 & 8 1 year Onsite, Mail-in, or Carry-in1 year Mail-in or Carry-in** Mail-in service model Dell provided shipping box when returning Dell hardware for repairs Customer provides shipping box when returning Dell hardware for repairs * Effective dates vary by product. Please consult your Dell sales rep for more info. ** Standalone Onsite service upgrade is available for Dell Latitude 5000 and 3000 series PCs and is also available on consumer products in Brazil and in the US & Canada as part of Premium Phone Support and America’s Best Standard Support.

Dell - Restricted - Confidential 3 What is not changing? Please note, some elements of Dell’s base warranty remain the same: Dell continues to offer and recommends Dell ProSupport and Premium Phone Support services for your customers for the highest level of support. Base warranties remain the same on selected Dell hardware OptiPlex, Precision, Wyse, Latitude 6000 & 7000 and Chromebook International support remains the same When customers travel internationally, Dell will continue to deliver services consistent with that country’s standards.

Dell - Restricted - Confidential 4 Base warranty repair models by region/country Venue Chromebook, Inspiron, Vostro, XPS, Alienware Latitude 3000 & 5000, Wyse Latitude 6000 & 7000, OptiPlex, Precision US/Canada Mail-in no box, customer pays freight Mail-in shipping included Mail-in shipping included Onsite Latin America (except Brazil) Carry-in Onsite Brazil Mail-in shipping included Mail-in shipping included Mail-in shipping included Onsite

Dell - Restricted - Confidential 5 Dell base warranty changes FAQ QuestionResponse Which countries in the Americas are affected by this change? United States, Canada, Antigua & Barbuda, Argentina, Aruba, Bahamas, Barbados, Bermuda, Bolivia, Brazil, British Virgin Islands, Cayman Islands, Chile, Columbia, Costa Rica, Dominican Republic, Ecuador, El Salvador, French West Indies, Grenada, Guatemala, Guyana, Honduras, Jamaica, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Surinam, Trinidad & Tobago, US Virgin Islands, Uruguay, Venezuela are affected by this change. How do these changes benefit end users? These changes enable a competitive returns process for Dell client hardware in need of repairs and provide a simple upsell path to ensure customers get the services that best fit their needs. Is there a new entitlement for software support in the base warranty? There is no new entitlement for software support in the base warranty service contract. What are the changes to the scope and SLAs* of Dell’s Mail-in and Carry-in services? The new Mail-in repair models no longer provides the customer with a shipping box to return Dell hardware for repair. The SLA* for all base repair models is now 7-12 business days globally with the exception of Brazil, which is business days. *Service Level Agreement

Dell - Restricted - Confidential 6 Dell base warranty changes FAQ QuestionResponse What if a customer doesn’t own relevant packaging material? Can it be purchased through technical support? Boxes and other packaging materials will not be available for purchase from Dell at the time of launch. How does Dell track or qualify that a customer packaged their system securely? What is the dispute process for systems returned with cosmetic damage after repair due to poor packaging? The courier will make the decision at point of drop off. For incidents qualifying for Accidental Damage (if purchased additionally to base warranty) or other premium offers, packaging will be provided by Dell. Will there be an exception on the Collect and Return model for heavy desktops such as Precision Workstations or Alienware desktops? This will be determined on a case by case basis. For example, the Alienware Centauri will have a base warranty of onsite service. *Service Level Agreement

Dell - Restricted - Confidential 7 Dell base warranty changes FAQ QuestionResponse What is changing for Latitude 3000 & 5000 series PCs? Latitude 3000 & 5000 series products are moving from Onsite service to Mail-in or Carry-in service. See slide 4 for details by country.slide 4 Can a customer upgrade the support level to Onsite? A standalone upsell to Onsite services is available for Latitude 3000 & 5000 series products. It is also available on consumer products in Brazil and the US & Canada. What repair model and SLA will the legacy base warranty receive? Systems sold before the date of launch will be serviced using the entitled repair model and SLA from the time of purchase. How will quotes already in the system be handled? Quotes created prior to the Dell base warranty changes (from Next Business Day to Mail-in or other) must be amended and include Onsite upgrade before quotes will be considered orders. Do I need to do anything special for customers with pre-determined service contracts? For Latitude 3000 & 5000 series only, where the customer has pre-determined service contracts with Dell that include Onsite (previously referred to as Next Business Day) as part of their warranty, they will remain entitled to this service. To place the order, please include Onsite upgrade to maintain the Next Business Day service level.

Dell - Restricted - Confidential 8 Repair model descriptions Please note service options and approved SLAs vary by region, country, product line and service offer. Depending on the service some are upsells at the point of sale. This list has been complied for use as a reference only. Please contact your Dell Sales Rep for more info. Mail-in (Prepaid Freight): If a system encounters an issue that is covered by the warranty that cannot be resolved remotely, Dell will pay the shipping costs to return the system to a Dell facility for repair. Mail-in (Customer Paid Freight): If a system encounters an issue that is covered by the warranty that cannot be resolved remotely, the system can be returned by mail to a Dell facility for repair. Mail-in (Return to Depot): If a system encounters an issue that is covered by the warranty that cannot be resolved remotely, Dell will provide a box and pay the shipping costs to return the system to a Dell facility for repair. Collect and Return: When a customer speaks to our technical experts and it is determined that their computer situation cannot be resolved remotely, Dell’s Collect and Return service will collect, repair and return the system within 7-12 business days. Dell will pay all costs of picking up and returning the system, but will request the customer package the system securely for transport. Carry-in Service: This service allows a customer to deliver and pick up their system at their own expense, for any repair, to and from Dell’s designated repair center at their convenience. Prior to sending the system to the repair center, please contact Dell telephone technician for remote diagnosis. If the replacement is required, Dell telephone technician will provide details of the nearest repair center for drop-off. Onsite: When a customer speaks to our technical experts and it is determined that their computer situation cannot be resolved remotely, a field support engineer will come to them, usually within 1-2 business days.

Dell - Restricted - Confidential 9 Need help? Questions? Contact your Dell sales representative for more information. Available on PartnerDirect: Americas partner training Americas partner one-pager

Dell - Restricted - Confidential 10 Americas Changes to Dell base warranty Launch schedule & country availability Basic Standardization 1 year Mail-in or Carry-in on select hardware Updated Collect and Return model Changes begin January 5, 2015 in North America and Latin America 1. United States 2. Canada 3. Latin America: 1. Antigua & Barbuda 2. Argentina 3. Aruba 4. Bahamas 5. Barbados 6. Bermuda 7. Bolivia 8. Brazil 9. British Virgin Islands 10. Cayman Islands 11. Chile 12. Columbia 13. Costa Rica 14. Dominican Republic 15. Ecuador 16. El Salvador 17. French West Indies 18. Grenada 19. Guatemala 20. Guyana 21. Honduras 22. Jamaica 23. Mexico 24. Nicaragua 25. Panama 26. Paraguay 27. Peru 28. Puerto Rico 29. Suriname 30. Trinidad & Tobago 31. US Virgin Islands 32. Uruguay 33. Venezuela