Microsoft Confidential Driving Service Improvement Through Premier.

Microsoft Confidential Neil Vickers Director Premier Support 10:00 Disasters Happen Karl Wissgott, NPIA 10:30 Lifecycle Management Ines Vargas, WW Support Policy Director 11:20 Break 11:40 Get Safe On Line Tony Neate, Director Get Safe On Line 12:30 Lunch 13:20 Going Green: Carbon Neutral Data Centres John Dwyer, WW Data Centre Services 14:10 Microsoft Desktop Deployment Keith Baker, Deployment Specialist 15:30 Break 15:50 How can Microsoft Services help you on your journey? Adrian Renshaw, Operations Consultant 16:40 Keynote Speech Neil Vickers, Premier Support Director 17:00 Close

Microsoft Confidential Karl Wissgott Head of PNC Services, National Policing Improvement Agency

Microsoft Confidential Microsoft Support Lifecycle Ines Vargas Director, Support Policies Microsoft Corporation April, 2008

Microsoft Confidential “Microsoft now has, by far, the most comprehensive and well- documented lifecycle information of any partner that I've dealt with. With these latest updates to the policies, we can confidently lay out an 8-10 year road map with 100% certainty around how long our Microsoft products will be supported.” – Large US Corporate Customer - December, 2007

Microsoft Confidential Microsoft Support Lifecycle (MSL) Program Microsoft Support Lifecycle (MSL) Program Online Self Help Support Minimum of 12 months following end of support Online Self Help Support Minimum of 12 months following end of support Extended Support Minimum of 5 years 2 Extended Support Minimum of 5 years 2 Mainstream Support Minimum of 5 years 1 Mainstream Support Minimum of 5 years 1 Custom Support Indefinite Custom Support Indefinite In-the-Box Support No Charge Fee Based No Charge Fee Based No Charge Fee Based No Charge Non-security (bug) hotfixes Design Change Requests Paid Incidents Online Self Help Business & Developer In-the-Box Support No Charge Fee Based No Charge Non-security (bug) hotfixes Design Change Requests Security Updates Paid Incidents Online Self Help Consumer Support is only provided at the supported service pack level. 1 Mainstream Support Ends after 5 years,or 2 years after the successor product is released (N+1), whichever is longer 2 Extended Support ends after 5 years or 2 years after the second successor product is released (N+2), whichever is longer. No Charge Fee Based Security Updates

Microsoft Confidential Phases of the Support Cycle

Microsoft Confidential Service Pack Support

Microsoft Confidential Extended Hotfix Support Agreement

Microsoft Confidential Custom Support Agreement There are no Software Assurance benefits that apply to the Custom Support Agreement

Microsoft Confidential Custom Support Program Proposed Business Model I.Escalated Pricing Provides customers with a support alternative Provides predictability Helps customers quantify and plan upgrades II. Per-Machine Fee Provides method to quantify cost at device level Better aligns business model to industry practice Customer feedback III. Floor And Ceiling Discourages perpetual support for a few devices Avoids out-pricing large customers Ceiling Average Floor

Microsoft Confidential Key Products Transitioning * Service pack support ends 12 months after the next service pack releases or at the end of the product's support lifecycle, whichever comes first. Support may be extended to 24 months for those service packs where Microsoft believes customers will need additional time for testing and deployment. Visit the Lifecycle page to find the support timelines for your particular product. ** Mainstream Support will end two years after the next version of this product is released. Extended Support will end five years after Mainstream Support ends.

Microsoft Confidential Microsoft Support Lifecycle Policy Key Points Provides predictable and consistent support timelines Allows customers opportunity for planning of purchases, migrations, deployments, etc. Provides predictable set of services at each support phase of the Microsoft Support Lifecycle policy Provides vehicles for exception handling: Extended Hot Fix Support Agreement Custom Support Agreement

© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Microsoft Confidential Appendix

Resources Microsoft Support Lifecycle Web Site Frequently Asked Questions Service Pack Information Microsoft Support Lifecycle Newsletter Subscription nwizard.aspx?wizid= f0b1-4f60-957d- 5936c3b933c0&lcid= nwizard.aspx?wizid= f0b1-4f60-957d- 5936c3b933c0&lcid=1033