Enhanced Services Model Training Version 2 July 2010 Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

Agenda OEM Vendors –Support Programs, Pricing and Peculiarities –OEM Partner Portal Managed Service Providers –Support Programs, Pricing and Peculiarities –Entitlement Check VAR Partners –Support Programs, Pricing and Peculiarities –VAR Partner Portal –Entitlement Check

OEM Vendors

OEM Support Programs Acronis will offer Self-Service tech support via OEM partner web-portal: Knowledge Base Extended FAQ Pre-recorded trainings Acronis will offer access to the most recent builds of licensed software to OEM partners via OEM web-portal as part of Warranty Support Services. Self-Service Warranty Support Permanent Access OEM Support Programs are available only for OEM Partners. OEM End-Users Support can be obtained only via usual PPI Support.

OEM Support Programs Business hours of operation 1 business day guaranteed response time support channel Annual Subscription Based OEM Gold OEM Platinum PPI Support Business hours of operation 1 business day guaranteed response time 24/7 (English out of Business hours) support channel 24 hours guaranteed response time and Phone support channels Annual Subscription Based + Live WebEx Training For One Issue Resolution If bug or issue cannot be resolved, refund of PPI is possible. Tier 2

Support Peculiarities 1. support Acronis will provide support to eligible OEM partners; support can be initiated only via OEM partner web-portal; Based on OEM support level the is routed to appropriate support queue. 2. Phone support Acronis will provide a phone support to Platinum OEM support level; Phone support can be requested via OEM partner web-portal only. 3. Trainings Acronis will offer pre-recorded support training to OEM partner via OEM web-portal. The goal of the training is to prepare OEMs to be T1 support level for OEM’s end-users. Acronis does not provide support training to OEM’s end-users. Acronis will provide a Live WebEx training for customized software and as part of Platinum Level OEM support program. The training will be recorded.

OEM Partner Portal Acronis will provide a web-portal to all OEM partners. Portal content will include: Knowledge Base Extended FAQ Access to current builds of licensed software Support incident submission page Phone call request form (Platinum OEM support level only) Support case history Customer account information Pre-recorded trainings

Support Pricing PPI (Pay Per Incident) – $100/incident Gold Level OEM Support – $1,000/year Platinum Level OEM Support – $2,500/year PPI (Pay Per Incident) – $200/incident Gold Level OEM Support – $2,000/year Platinum Level OEM Support – $5,000/year Branding fee (one time) Co-branding – $2,500, Re-branding - $10,000 Development fee – Negotiable Support fee (annually, including first year) Co-branding – $500, Re-branding - $2,000 Standard Product Self Support and Warranty Support are Free of Cost Customized Product

Support Programs Summary Self-Support Support Warranty Support Pay-Per- Incident Gold Level OEM Support Platinum Level OEM Support Entitlement Current OEM agreement Current OEM agreement, Prepaid fee Current OEM agreement, Prepaid fee Current OEM agreement, Prepaid fee Fee (Standard Software) Free $100$1000$2500 Fee (Customized Software) Free $200$2000$5000 Included support incidents No 1 tech incident Unlimited for subscription period Hours of Support N/A 12x512X524X7 support No Yes Phone support No Yes Training (Standard Software) Pre-recordedN/A Pre-recorded Pre-recorded, Live WebEx Training (Customized Software) Live WebExN/A Pre-recorded, Live WebEx Pre-recorded, Live WebEx SP Tier N/A Tier 2 Response time Reasonable response time 24 hrs1 business day 24 hrs

Acronis Managed Service Providers

1.Acronis MSPs are Partners who use our products for working with their End-Users on site. 2.MSPs use standard Acronis Products (ABR Advanced versions for now). 3.Acronis products are provided to MSPs on annual Subscription basis. Payments are submitted monthly. 4.Cost of Support is included in the Subscription. 5.MSPs are supported the same way as Platinum OEM Vendors. Support Program for MSPs is called “OEM MSP”. 6.Support requests will be submitted from OEM Portal and routed to SF queue “Support – Global EN VAR”. MSP Support Programs OEM MSP 24/7 (English out of Business hours) 24 hours guaranteed response time and Phone support channels Annual Subscription Based + Live WebEx Training

OEM/MSP Vendor Entitlement Check

If No Support Program is Purchased Entitlement is checked per OEM Partner’s account on OEM Portal. If OEM Vendor did not purchase any Support Program (or his/her Support Program is expired), he/she will need to provide PPI Order ID on submitting each new request. System will not allow him to submit the form until valid PPI is provided. The pop-up message below will appear with the offer to buy the new PPI license.

If Support Program Purchased is Available If OEM Vendor purchased any Support Program, he/she will not need to provide any serial number on submitting new requests. The entitlement will be checked in the background and the submission form will not have field for PPI. Customer will also get the option to provide his phone number, so that Tier2 may call him if necessary. Submission will not require any additional entitlement verification

OEM/MSP Vendor calls in In order to serve OEM/MSP Vendor appropriately Tier 1 Support Professional should do the following: Check Customer’s account in SalesForce and ensure his/her OEM status and Support Program If Support Program is expired offer to purchase PPI through OEM Portal or Renew/Buy Up the Support Program through Sales Lead Get the high level issue description Create the case according to the information provided by the Customer (if no case available yet) If Customer insists to be transferred to Tier 2 please proceed as follows: Hand off the Customer to specific T2 Expert per Team/Duty Manager instruction. If T1 assistance is not accepted, inform available Team/Duty manager that the call should be transferred (along with the issue details/case number to identify the best T2 Support Professional to address it) If solution is available give the customer an option to choose: either provide the solution in T1 or transfer to T2

VAR Partners

VAR Support Programs Business hours of operation 3 business days guaranteed response time , Chat, Phone support channels Resellers From no to 25k revenue commitment Phone channel is not available for Non-US VARs VAR Basic Authorized Fulfillment Partner, Software Partner VAR Gold Gold Authorized Solution Provider, Enterprise Solution Partner, Gold Partner, Authorized Distributor VAR Silver Silver Authorized Solution Provider, Certified Partner, Silver Partner 24/7 (English out of Business hours) 1 business day guaranteed response time 24/7 (English out of Business hours) , Chat, Phone support channels 1 business day guaranteed response time , Chat, Phone support channels Resellers and Distributors Starting from 100k revenue commitment Resellers From 25 to 100k revenue commitment Tier 1

Support Programs Summary Basic PartnerSilver PartnerGold Partner Reseller Distributor Americas Authorized Fulfillment Partner Silver Authorized solution provider Gold Authorized solution provider Authorized distributor EMEA Software partnerCertified partner Enterprise Solution partner Authorized distributor/ Value added distributor ANZ Software partnerCertified partner Enterprise Solution partner Authorized distributor Asia NoSilver Partner Gold Partner Platinum Partner Authorized Partner Authorized distributor Support Program ESM VAR Basic US ESM VAR Basic NON-US ESM VAR SilverESM VAR Gold Threshold yearly From No to 25k commitment From 25 to 100k commitment From 100k commitment Service Level 3 days 1 day support Yes Chat support Yes Phone support YesNoYes Customer Escalation support Yes Access to case tracking through Partner Portal Yes

Partner Portal Acronis will provide a web-portals to all VAR partners (separate sites for US, APAC and EMEA partners). Portals content will include: Marketing Tools (marketing campaigns, webinars, e-books and webcasts) Sales Tools (Customer case studies, viewpoints and analysis) Access to current builds of licensed software Support Wizard Support case history Customer account information Trainings and Certifications

VAR Partner Entitlement Check

Support Wizard

Entitlement is checked per VAR’s account on the Partner Portal. Support Incident Submission If VAR is contacting us about End-User’s case, he/she would need to provide existing End-User case number.

VAR Partner calls in In order to serve VAR Partner appropriately Tier 1 Support Professional should do the following: Search for Customer’s Company in the Partner Portal module of Administrator Office Check if the calling person is in the Partner Persons list and if particular Partner is entitled for support Identify if this is the call about Partner’s own issue or End-User Escalation Create the case for Partner or End User according to the information provided by the Customer (if no case available yet) Let the Partner know that the End User case will be handled according to priority if applicable. If VAR Partner insists on talking to Tier 2, you may use the following phrase: I can escalate to T2 only after creating a case and determining if this is not a known issue without a solution in our Knowledgebase.