©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice December, 2010 ISS SERVICES

Maximize ProLiant and Blade Server availability and minimize business disruption Focus your people on your business − trust HP on even the most complex, ProLiant scale out, cloud, or virtualized server problems, anywhere Proactive recommendations to maximize the value of your HP ProLiant and BladeSystem investment Ability to easily align support service level to business needs worldwide “Know my technology better than anyone. Fix it before it breaks.” Always on HP Support for ISS Delivering proven customer value “Make it easy to keep my existing technology up to date.” “Give me the best customer support experience I can get and good value for my investment.” “Be easy to do business with. Make things simple.” EXPECTATION VALUE EXPECTATION VALUE EXPECTATION VALUE EXPECTATION VALUE 2 HP Technology Services

A DIFFERENTIATED HP PRODUCT EXPERIENCE ALWAYS ON HP SUPPORT FOR ISS IMPROVED AVAILABILITY MAXIMIZED PERFORMANCE ACCOUNTABILITY PROACTIVE SUPPORT Largest supplier of IT services in the world Extensive service partner network Strategic services engineering relationships with key alliance partners ( Microsoft, SAP, Oracle, Red Hat, SUSE, Citrix, etc. ) IDC ranks HP as #1 in overall satisfaction with support services contract by service provider 6-hour Call-to-Repair regardless of severity level Single point of accountability for server storage, software, and networking Defined proactive services experience with flexible offerings to meet business needs 30 global multivendor labs to resolve complex issues high availability experts 24x7 FREE remote monitoring Industry-leading support automation tools and processes 1,600 best practices for service improvement HP Technology Services

c3000/c7000 BladeSystem CUSTOMER EXPERIENCE Installation and configuration of hardware and software (Operating System, Insight Control) including installation and configuration of HP Systems Insight Manager. Configuration and testing of BladeSystem and HP Virtual Connect modules and Ethernet interconnect switches. Proactive options available through purchase and usage of Proactive Select Credits HP Insight Remote Support for round the clock monitoring and problem diagnosis. HP Technology Services

PROLIANT c3000 AND c7000 BladeSystem Customer Value Proposition Mitigate the business risks of unplanned downtime. Proven service solutions to keep your business running smoothly. Insight Remote SupportAvailable at no additional cost to all warranty, HP Care Pack Service and service agreement customers, uses proven technology to deliver secure, reliable 24x7 remote monitoring, diagnosis and problem resolution. OPTIMIZED Care HP Start Up HP BladeSystem c-Class Infrastructure HP 3y Critical Advantage c3000/7000 Service + Critical Advantage blades Service HP Startup Blade System c-Class Enhanced Network Service STANDARD Care HP Start Up HP BladeSystem c-Class Infrastructure HP Startup Blade System c-Cass Enhanced Network Service 3 year 6 hr Enclosure Call to Repair Hardware Support + 3 year 6 hr Call to Repair Blade Hardware Support (1 per blade) 3 years 24x7 Software Support for Insight Control BASIC Care HP Start Up HP BladeSystem c-Class Infrastructure 3 year 24x7 Hardware Support 4 hour response + 3 year 24x7 Blade Hardware Service (1 per blade) 3 years 24x7 Software Support for Insight Control HP Technology Services

Additional Services to Consider PROLIANT c3000/c7000 BLADESYSTEM Proactive Select –7-10 Servers 60 Credits 20 Credits: BladeSystem Firmware Update Service – First Enclosure. This service reviews your BladeSystem (non-Matrix) firmware versions and then installs the appropriate firmware bundle. 40 Credits: Blade Technology and Toolset Review. Assesses the usage of one HP Blade enclosure and components, and related HP Blade management software, and provides recommendations for improvement. –4-6 Servers 30 Credits 20 Credits: BladeSystem Firmware Update Service – First Enclosure. This service reviews your BladeSystem (non-Matrix) firmware versions and then installs the appropriate firmware bundle. 10 Credits: Blade Technology Bulletin. Semi-annual bulletin prepared by your Account Support Manager (ASM), providing version and usage advice for the HP software, firmware, and drivers in the Customer’s HP Blade hardware and management software suit –1-3 Servers 10 credits 10 Credits: Blade Technology Bulletin. Semi-annual bulletin prepared by your Account Support Manager (ASM), providing version and usage advice for the HP software, firmware, and drivers in the Customer’s HP Blade hardware and management software suite Startup and Software Support HP Startup Virtual Connect Enterprise Manager HP 3 year 24x7 Microsoft Operating Environment Software Support HP 3 year 24x7 Microsoft Operating System only Software Support HP 3 year 24x7 SUSE x CPU Software Support HP 3 year 24x7 Software Support Unlimited Red Hat Enterprise Server-IA32 HP custom factory build and configuration + on site deployment via Factory Express. Virtualization Consulting Services Data Centre Virtualization Strategy Virtualization Accelerator Services Data Centre Virtualization Design Consolidation & Virtualization ROI Analysis Data Centre Virtualization Transition Microsoft Virtualization Infrastructure Service HP Technology Services

ProLiant DL700/900 Series Servers CUSTOMER EXPERIENCE DEPLOYSUPPORT MANAGE OPTIMIZED Assigned account team that knows your environment and business requirements. Single Point of Accountability Unlimited rapid hardware and software support and updates (including Insight Control). Priority call handing to specialists trained to provide advanced technical support and who are familiar with your specific environment. Annual support reviews, virtual/physical technology reviews, firmware and driver analysis, patch analysis. Works with customer collaboratively as an extension of team. Provides Service Management best practice sharing and knowledge transfer STANDARD Hardware repair within 6 hours of the initial service call. Remote software technical support and updates for Insight Control. BASIC Hardware 24x7 response within 4 hours of the service request when required. Remote software technical support and updates for Insight Control Install, setup and test ProLiant hardware in a timely and professional manner. Installation and basic configuration of HP Insight Control on HP ProLiant server including installation and configuration of HP Systems Insight Manager. Proactive options available through purchase and usage of Proactive Select Credits HP Insight Remote Support for round the clock monitoring and problem diagnosis.

PROLIANT DL700/900 SERIES SERVERS Target CustomerEnterprise Customer Value Proposition Mitigate the business risks of unplanned downtime. We work with you to increase availability across all components of you ProLiant Servers infrastructure. Insight Remote SupportAvailable at no additional cost to all warranty, HP Care Pack Service and service agreement customers, uses proven technology to deliver secure, reliable 24x7 remote monitoring, diagnosis and problem resolution. OPTIMIZED Care Qty 1 HP Hardware Install + Install and Startup services for Insight Control Qty 1 3 years Critical Advantage which includes software support for Insight Control UPSELL OPPORTUNITIES: Data Center Transformation Services STANDARD Care Qty 1 HP Hardware Install + Install and Startup services for Insight Control Qty 1 3 year 6 hr Call to Repair Hardware Support Qty 1 3 years 24x7 Software Support for Insight Control UPSELL OPPORTUNITIES: Software OS (Microsoft, Linux (SUSE/Red Hat) & VMware Installation & Start Up and Software Support); Microsoft or Linux or VMware education courses; +60 Proactive Select Credits BASIC Care Qty 1 HP Hardware Install + Install and Startup services for Insight Control Qty 1 3 year 24x7 Hardware Support 4 hour response Qty 1 3 years 24x7 Software Support for Insight Control UPSELL OPPORTUNITIES: Software OS (Microsoft, Linux (SUSE/Red Hat) & VMware Installation & Start Up and Software Support); +30 Proactive Select Credits, Factory Express

ADDITIONAL SERVICES TO CONSIDER PROLIANT DL700/900 SERIES SERVERS Data Center Consulting Services Data Center Consolidation Strategy, Discovery, Consolidation Design and Consolidation Transition Proactive Select –7-10 Servers Sell 60 Credits (UL520E) 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Service activity provides firmware update recommendations only 50 Credits: Quick Thermal Assessment. Assesses facility cooling conditions and capacities against industry best practices with recommendations for improvement. –4-6 Servers Sell 30 Credits (UL519E) 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Service activity provides firmware update recommendations only 20 Credits: System Health Check (onsite) Provides a technical assessment to identify potential security, system performance, and availability problems. Covers one HP server. The Customer will receive a single (one-time) System Health Check Assessment (SHCA) report including an Executive Summary prepared by an HP consultant. Additionally, one day of onsite advisory consultation, including review of the findings and recommendations from the SHCA report. –1-3 Servers Sell 10 credits (Jan 2010, UV697E) 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations., but not installs. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Startup and Software Support Opportunities HP Startup Linux Server O/S Service (U8141E) HP Microsoft Windows Server Operating System - Installation and Startup (U5717E) HP Startup VMware Virtual Infrastructure Standard Service (UF366E) HP 3 year 24x7 Microsoft Operating System only (UF108E) or Operating Environment Software Support (UB921E) HP 3 year 24x7 SUSE x CPU Software Support (UE866E) HP 3 year 24x7 Software Support Unlimited Red Hat Enterprise Server-IA3 (UA276E) HP custom factory build and configuration + on site deployment via Factory Express.

ML/DL 300/500 Series ProLiant Servers CUSTOMER EXPERIENCE BY LEVEL DEPLOYSUPPORT MANAGE OPTIMIZED Assigned account team that knows your environment and business requirements. Single Point of Accountability Unlimited rapid hardware and software support and updates (including Insight Control). Priority call handing to specialists trained to provide advanced technical support and who are familiar with your specific environment. Annual support reviews, virtual/physical technology reviews, firmware and driver analysis, patch analysis. Works with customer collaboratively as an extension of team. Provides Service Management best practice sharing and knowledge transfer STANDARD Onsite Hardware repair within 6 hours of the initial service call. Remote software technical support and updates for Insight Control BASIC Onsite Hardware 24x7 response within 4 hours of the service request when required. Remote software technical support and updates for Insight Control Install, setup and test ProLiant hardware in a timely and professional manner. Installation and basic configuration of HP Insight Control on HP ProLiant server including installation and configuration of HP Systems Insight Manager Proactive options available through purchase and usage of Proactive Select Credits. HP Insight Remote Support for round the clock monitoring and problem diagnosis. HP Technology Services

PROLIANT ML/DL 300/500 SERIES SERVERS Customer Value Proposition Reducing system downtime with integrated service support solution for increased server availability where business can only tolerate limited down time Insight Remote SupportAvailable at no additional cost to all warranty, HP Care Pack Service and service agreement customers, uses proven technology to deliver secure, reliable 24x7 remote monitoring, diagnosis and problem resolution. OPTIMIZED Care HP Hardware Install + Install and Start-up Services for Insight Control 3 years Critical Advantage which includes software support for Insight Control STANDARD Care HP Hardware Install + Install and Startup Services for Insight Control 3 year 6 hr Call to Repair HP 3 year 24x7 Insight Control ML-DL-BL SW Support BASIC Care HP Hardware Install + Install and Startup Services for Insight Control 3 year 24x7 Hardware Support 4 hour response HP 3 year 24x7 Insight Control ML-DL-BL SW Support HP Technology Services

Additional Services to Consider PROLIANT ML/DL 300/500 SERIES SERVERS Proactive Select –7-10 Servers 60 Credits 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Service activity provides firmware update recommendations only 50 Credits: Quick Thermal Assessment. Assesses facility cooling conditions and capacities against industry best practices with recommendations for improvement. –4-6 Servers 30 Credits 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Service activity provides firmware update recommendations only 20 Credits: System Health Check (onsite) Provides a technical assessment to identify potential security, system performance, and availability problems. Covers one HP server. The Customer will receive a single (one-time) System Health Check Assessment (SHCA) report including an Executive Summary prepared by an HP consultant. Additionally, one day of onsite advisory consultation, including review of the findings and recommendations from the SHCA report. –1-3 Servers 10 credits 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations., but not installs. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Startup and Software Support Opportunities HP Startup ProLiant DL38x Service (includes Microsoft/Novell/Linux OS) HP 3 year 24x7 Microsoft Operating Environment Software Support HP 3 year 24x7 Microsoft Operating System only Software Support HP 3 year 24x7 SUSE x CPU Software Support HP 3 year 24x7 Software Support Unlimited Red Hat Enterprise Server-IA32 HP custom factory build and configuration + on site deployment via Factory Express. HP Technology Services

ProLiant ML/DL 100 Series Servers CUSTOMER EXPERIENCE BY LEVEL DEPLOYSUPPORT MANAGE OPTIMIZED Onsite Hardware repair within 6 hours of the initial service call. Rapid remote support STANDARD Onsite Hardware 24x7 response within 4 hours of the service request when required. Rapid remote support BASIC Onsite Hardware 13x5 response within 4 hours of the service request when required. Rapid remote support Install, setup and test ProLiant hardware in a timely and professional manner. Proactive options available through purchase and usage of Proactive Select Credits. Remote monitoring and problem diagnosis and support

PROLIANT ML/DL 100 SERIES SERVERS Target CustomerSMB Customer Value Proposition Cost-effective, installation and hardware and software repair for non critical server environments. Flexible service bundles to meet wide set of differing IT support needs. Insight Remote SupportAvailable at no additional cost to all warranty, HP Care Pack Service and service agreement customers, uses proven technology to deliver secure, reliable 24x7 remote monitoring, diagnosis and problem resolution. OPTIMIZED Care Qty 1 HP Hardware Install Qty 1 3 year 6 hr Call To Repair Hardware Support UPSELL OPPORTUNITIES: Software OS (Microsoft, Linux (SUSE/Red Hat) Installation and Start Up and Software Support) plus Microsoft or Linux education courses +30 Proactive Select Credits, Factory Express. STANDARD Care Qty 1 HP Hardware Install Qty 1 3 year 24x7 Hardware Support 4 hour response UPSELL OPPORTUNITIES: Software OS (Microsoft, Linux (SUSE/Red Hat) Installation and Start Up and Software Support); +10 Proactive Select Credits, Factory Express. BASIC Care Qty 1 HP Hardware Install Qty 1 3 year 13x5 Hardware Support 4 hour response UPSELL OPPORTUNITIES: Software OS (Microsoft, Linux (SUSE/Red Hat) Installation and Start Up and Software Support), Factory Express.

ADDITIONAL SERVICES TO CONSIDER PROLIANT ML/DL 100 SERIES SERVERS Proactive Select –7-10 Servers Sell 30 Credits (UL519E) 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Service activity provides firmware update recommendations only 5 Credits: Server Firmware Update Installation for Entry-Class Server – First Server Installation of system firmware updates as specified in the “Server Firmware Update Recommendations” Proactive Select activity, which is a pre-requisite. This service covers the first non-bladed HP-UX HP9000/Integrity Entry-Class Server in a customer engagement. 5 Credits: Server Firmware Update Installation for Entry-Class Server – Two Additional Servers. during the same engagement at the same location. 5 Credits: Operating System Patch Analysis. Provides patch analysis, available for HP-UX, MPE, Tru64 UNIX®, OpenVMS, Linux operating systems (OS), and Microsoft Windows for one operating system/operating environment instance. 5 Credits: Operating System Patch Analysis - 10 Additional Operating System Instances during the same engagement. –4-6 Servers Sell 10 credits (Jan 2010, UV697E) 10 Credits: Server Firmware Update Recommendations. Review of server firmware updates and service notes, provides recommendations. Covers up to five non-bladed servers running the same operating system/operating environment. Covers ISS, Integrity and HP9000 servers. Service activity provides firmware update recommendations only Startup and Software Support Opportunities HP Startup Linux Server O/S Service (U8141E) HP Microsoft Windows Server Operating System - Installation and Startup (U5717E) HP 3 year 24x7 Microsoft Operating Environment Software Support (UB921E) HP 3 year 24x7 Microsoft Operating System only Software Support (UF108E) HP 3 year 24x7 SUSE x CPU Software Support (UE866E) HP 3 year 24x7 Software Support Unlimited Red Hat Enterprise Server-IA32 (UA276E)

A-Series Mid Range Switches CUSTOMER EXPERIENCE DEPLOYSUPPORT MANAGE OPTIMIZED Hardware repair within 6 hours of the initial service call. 24x7 remote software technical support and updates. 10 proactive credits can be used to acquire services from an extensive menu. STANDARD Hardware repair within 6 hours of the initial service call. 24x7 remote software technical support and updates. BASIC Hardware 24x7 response within 4 hours of the service request when required. 24x7 remote software technical support and updates. Installation and implementation services are determined based on specific customer needs. Installation and implementation services can include network design, configuration, installation, network documentation, testing, cutover support and training. Customer manages the network themselves. HP Technology Services

A-SERIES: A55XX SI/EI SWITCH Customer Value Proposition Mitigate the business risks of unplanned downtime. We work with you to increase availability across all components of your network infrastructure. OPTIMIZED Care HP Installation 3 year 6 hour Call to Repair Hardware Support 3 year 24x7 Software Support HP Proactive Select 10 Credits STANDARD Care HP Installation 3 year 6 hour Call to Repair Hardware Support 3 year 24x7 Software Support BASIC Care HP Installation 3 year 24x7 Hardware Support 4 hour onsite response and 24x7 Software Support HP Technology Services

FOR: Enterprise Virtual Array, EVA 4400 P4000: Storage Area Network (SAN) Solutions P2000: MSA SAN Storage Arrays CUSTOMER EXPERIENCE DEPLOYSUPPORT MANAGE OPTIMIZED For environments where downtime cannot be tolerated, HP will be monitoring your environment around-the-clock, 365 days a year—implementing improvement projects to mitigate risks and ensure incidents are minimized. If outages do occur they will be addressed immediately with access to all of HP’s dedicated critical support escalation resources. Your assigned HP team will help you manage your environment to peak potential—they know your environment, business requirements and anticipate problems before they occur. Asset inventory management, enhanced performance tools & process planning are just a few of the deliverables available. STANDARD For environments where some downtime is acceptable, HP helps manage your IT environment for maximum performance, improved stability and availability. Your incidents will be addressed 24 hours, 7 days/week with a maximum 4 hour response 365 days a year. HP’s assigned account manager will conduct on-site quarterly reviews with you to ensure patches and firmware are always up to date—all incidents are reviewed and improvement plans are on track. BASIC For environments where some downtime is expected, HP provides around-the-clock hardware and software support on-site, including 3rd party. HP can provide cost-saving software updates and monitors ongoing operations through state-of-the-art remote tools. There is no assigned HP account manager or team. Choose from an extensive menu of consultancy and technical services—30 selectable credits to be used à-la-cart, such as—Onsite Firmware Upgrades, Health Checks, Assessments and Education, etc. HP installs, sets-up and test your hardware and software, on site— including configuration, delivers custom-tailored deployment of the storage so that it is properly integrated into your customer’s environment HP Technology Services

P4000: STORAGE AREA NETWORK (SAN) SOLUTIONS Customer Value Proposition Technology must be expertly installed, supported, and managed for it to deliver the maximum benefits day after day, year after year—that can only be done with service expertise. Put the strategic and technical know-how of HP service experts to work for your customers. Insight Remote SupportAvailable at no additional cost to all warranty, HP Care Pack Service and service agreement customers, uses proven technology to deliver secure, reliable 24x7 remote monitoring, diagnosis and problem resolution. OPTIMIZED Care BUNDLED SERVICES: San Solutions: HW Support: 3 year M-F, 8-5 Next Business Day onsite response; SW Support: 3 year M-F, 8-5 tech phone support; Storage Systems: SW Support: 3 year M-F, 8-5 tech phone support SUPPORT: 3- Year HP Critical Service INSTALLATION: HP Installation & Startup for HP LeftHand P4000 SAN; Data Migration STANDARD Care BUNDLED SERVICES: San Solutions: HW Support: 3 year M-F, 8-5 Next Business Day onsite response; SW Support: 3 year M-F, 8-5 tech phone support; Storage Systems: SW Support: 3 year M-F, 8-5 tech phone support SUPPORT: 3-Year HP Proactive 24 Service (P24) INSTALLATION: HP Installation & Startup for HP LeftHand P4000 SAN; Data Migration BASIC Care BUNDLED SERVICES: San Solutions: HW Support: 3 year M-F, 8-5 Next Business Day onsite response; SW Support: 3 year M-F, 8-5 tech phone support; Storage Systems: SW Support: 3 year M-F, 8-5 tech phone support SUPPORT: 3-Year HP Support Plus 24 INSTALLATION: HP Installation & Startup for HP LeftHand P4000 SAN; Data Migration PROACTIVE CREDITS: HP Proactive Select, 30 credits i.e.: 30 credits for Performance and Capacity Assessment for P4000 or SAN Supportability Assessment HP Technology Services

ENTERPRISE VIRTUAL ARRAY, EVA 4400 Customer Value Proposition Technology must be expertly installed, supported, and managed for it to deliver the maximum benefits day after day, year after year—that can only be done with service expertise. Put the strategic and technical know-how of HP service experts to work for your customers. Insight Remote SupportAvailable at no additional cost to all warranty, HP Care Pack Service and service agreement customers, uses proven technology to deliver secure, reliable 24x7 remote monitoring, diagnosis and problem resolution. OPTIMIZED Care BUNDLED SERVICES: SW Support: 1 year M-F, 8-5 technical phone support on all SW (SW Support not bundled with starter kit) SUPPORT: 3-Year HP Critical Service INSTALLATION: HP StorageWorks EVA 4400 Disk Array Installation & Startup; Data Replication Solution Service for BC and CA; Data Migration STANDARD Care BUNDLED SERVICES: SW Support: 1 year M-F, 8-5 technical phone support on all SW (SW Support not bundled with starter kit) SUPPORT: 3-Year HP Proactive 24 Service (P24) INSTALLATION: HP StorageWorks EVA 4400 Disk Array Installation & Startup*; Data Replication Solution Service for BC and CA; Data Migration BASIC Care BUNDLED SERVICES: SW Support: 1 year M-F, 8-5 technical phone support on all SW (SW Support not bundled with starter kit) SUPPORT: 3-Year HP Support Plus 24 INSTALLATION: HP StorageWorks EVA 4400 Disk Array Installation & Startup*; Data Replication Solution Service for BC and CA; Data Migration PROACTIVE CREDITS: HP Proactive Select, 30 credits: i.e.: EVA Firmware Update Service; EVA Health Check Service HP Technology Services

P2000: MSA SAN STORAGE ARRAYS Customer Value Proposition Technology must be expertly installed, supported, and managed for it to deliver the maximum benefits day after day, year after year—that can only be done with service expertise. Put the strategic and technical know-how of HP service experts to work for your customers. Insight Remote SupportAvailable at no additional cost to all warranty, HP Care Pack Service and service agreement customers, uses proven technology to deliver secure, reliable 24x7 remote monitoring, diagnosis and problem resolution. OPTIMIZED Care SUPPORT: 3- Year HP Critical Service INSTALLATION: HP StorageWorks MSA Family Disk Array Installation & Startup STANDARD Care SUPPORT: 3-Year HP Proactive 24 Service (P24) INSTALLATION: HP StorageWorks MSA Family Disk Array Installation & Startup BASIC Care SUPPORT: 3-Year HP Support Plus 24 INSTALLATION: HP StorageWorks MSA Family Disk Array Installation & Startup PROACTIVE CREDITS: HP Proactive Select, 30 credits i.e.: 30 credits for Assessment Service for SANs or SAN Supportability Assessment HP Technology Services

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