Welcome . . . Welcome . . . Better Answers.

Debra SvensonMarch 24, 1999

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CAREPAQ Services How CAREPAQ Can

Support You

Expanded CAREPAQ Portfolio

– Hardware Support

– Software Support

– NOS Support

Installation & Startup

Business Critical

Y2K

Partner Assisted Services

Q & A

Agenda

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Complementary... Easy to Sell...Easy to Purchase…Adds to Profitability...

Packaged Services from Compaq

CAREPAQ Services

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User’s Guide

Service Description

Terms & Conditions

Registration Form(also via internet)

Certificate with Unique Number

Conveniently Packaged

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3 Reasons to Register Services

Increase customer satisfaction and strengthen customer loyalty

Helps us achieve Service excellence

Ensure replacement parts are stocked and your customer receives the right part, at the right place, at the right time

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New Enhanced Service Registration Tools

New Enhanced Web-Based Services Registration Tool http://www.compaq.com/services/registration

Utilizing this enhanced web-based tool… CAREPAQ registration is quick and easy.

New Centralized Telephone Registration Group -- 1-800-407-6210 connects the caller to a centralized registration group that will enter the registration into the Compaq Services Registration Database.

Multiple Services Registration Electronic Format – to simplify and streamline electronic submissions from Compaq partners, the registration database will accept several standard file formats that will be automatically loaded into the Compaq Services Registration Database.

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CAREPAQ Increases Revenue & ProfitExample: 4-Hour On-Site Service for ProLiant 3000 - One Unit

Reseller ANo CAREPAQ

Reseller BCAREPAQ

These are assumptions and may not represent reseller sales figures.

0%

53%

189%

1$4,000

$200

1$2,100

$378

$0

$6,100

$578

9.5% 90%

1$4,000

$200

0$0$0

$0

$4,000

$200

5.0%

2

HARDWARE SALESUnits

Revenue (~$4000/unit)Profit (~5%)

CAREPAQ SALESUnits

Revenue (~$2100/unit)Profit (~18%)

RESELLER INVESTMENT

GROSS SALES REVENUE

GROSS PROFIT

GROSS MARGIN

More Units to Match Margin $

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CAREPAQ Increases Revenue & ProfitExample: 4-Hour On-Site Service for ProLiant 3000 - 25 Units

Reseller CNo CAREPAQ

Reseller DCAREPAQ

These are assumptions and may not represent reseller sales figures.

0%

53%

189%

25$100,000

$5,000

25$52,500

$9,450

$0

$152,500

$14,450

9.5% 90%

25$100,000

$5,000

0$0$0

$0

$100,000

$5,000

5.0%

50

HARDWARE SALESUnits

Revenue (~$4000/unit)Profit (~5%)

CAREPAQ SALESUnits

Revenue (~$2100/unit)Profit (~18%)

RESELLER INVESTMENT

GROSS SALES REVENUE

GROSS PROFIT

GROSS MARGIN

More Units to Match Margin $

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CAREPAQ Qualifying Questions

What is the impact on your business if a server goes down?

What is the cost of downtime to your business?

How do you handle hardware and software installations?

How do you support desktop PC applications across your business?

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CAREPAQ Portfolio

Hardware Services - Upgrades service response times to ensure your customers maximum uptime

Warranty Extensions - Protect your customers’ hardware investment by extending the terms of the Standard Limited Warranty

Software Services - Provides your customers with Help Desk support services on over 200 software applications

Installation / Start-up Services - Offers quick implementation of your customers new computer technology

Business Solutions (NEW) - Furnish your customers with a single point of contact for hardware and software integration needs

Five Service Categories

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Hardware Services

Upgrades service response times to ensure your customers maximum uptime

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Warranty Attributes

Servers 3 year, 2nd business day, on-site, best effort

Professional Workstations 3 year

1st year, 2nd business day, on-site, best effort 2nd & 3rd year, parts ONLY

Desktop 3 year

1st year, 2nd business day, on-site, best effort 2nd & third year, parts ONLY

Portables Support 1or 3 year, 2nd business day pick-up or delivery.

1 - also available for monitors 2 - Prosignia Servers Only 3 - one year contracts available for installed servers

CAREPAQ Portfolio

PortablePortable DesktopDesktop WorkstationWorkstation ServerServer StorageStorage UPSUPS

WarrantyExtension

Next Business DayOn-Site

9x5 4-HourOn-Site

24x7 4-HourOn-Site

Priority Service Plan

Hardware Installation

1

2

3

3

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What your customers need

What your customers need

Warranty Protects the Hardware InvestmentServices Protect the Business Investment

Hardware Protection Against Manufacturer Defect

Parts & Labor

Second Business Day Response for Replacement of Components

Best Effort Repair

No Software or NOS Support

No Installation

Protection Against Hardware Downtime

7X24 Hardware Repair

4-Hour On-Site Response

Continuous Effort Repair

Software & NOS Support

Installation & Startup Services

What your customersget with the warrantyWhat your customersget with the warranty

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Hardware CAREPAQ Services

Installed Base Server

Proliant Servers and Disk Storage Subsystems

Portable

New Next Business Day On-site Coverage on Compaq Armada & Prosignia

Storage

New 24X7 and 9X5 Coverage on Fiber Channel Storage and DLT Tape Library

Warranty Extension

Desktop, Monitor, Portable

NEWNEW

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Servers currently under warranty 450,000 unitsPercentage sold without uplifted support 70%Opportunity to sell Installed Server CarePaqs 300,000+ units

Market:

CAREPAQ for Installed Servers

This offer:• Provides a one year, 4 hour response uplift to servers under

warranty• Can be sold any time within year 2 or year 3 of product warranty • Expiration of this service is 12 months from date of purchase.

Service is available on:• Proliant Servers• Proliant Disk Storage Systems, Fiber Channel Storage,

DLT Tape Library• Power Supply (UPS)

NEWNEW

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Desktop & Monitor Warranty Extension CAREPAQ Offerings

Sell with Compaq Delivering Service Increase revenue and margin from selling

Carepaq

Sell and You Deliver Service* Increase revenue from selling Carepaq…

PLUS

Increase service revenue opportunity up to $90.00 per event

* Available to Authorized Service Providers or System Service Providers

NEWNEW

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Desktop Warranty Extension CAREPAQ Can be Provided by Partners

Compaq will ship 2.5+M desktop units in 1999Compaq Desktop Warranty Extension CarePaq now enables Compaq Authorized Service Partners to sell and deliver warranty services on-site for 3 years.

Market:

This offer:• Provides 3 years, 9X5, 2nd business day response

With this service you can:• Maintain your account presence• Significantly augment your services profitability

- Selling and delivering!

Note: This offer is for desktop only; does not include monitor.

NEWNEW

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This offer provides:• 3 years, 9X5, 2nd business day response Available for: CRT <=21”, <=24” and

TFT <=15” TFT, <=18”

With this service you can:• Maintain your account presence• Significantly augment your services profitability

- Selling and delivering!

Monitor Warranty Extension CAREPAQ Provided by Partners

Compaq Monitor Warranty Extension CAREPAQ now enables Compaq Authorized Service Providers to sell and deliver warranty services on-site for 3 years.

NEWNEW

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Portable CAREPAQ Service Offerings

Warranty Extension 3 years second business day pick-up

For the Armada and Prosignia portables . . .

Next Business Day On-site Service 5X9 Next day response for maximum uptime Increase your profits and customer satisfaction with:

– Compaq Field Technician Expertise and Extended Coverage

Market: Compaq will ship 725k+ portable units in 1999

NEWNEW

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Gain Account Control

Increase revenue generating opportunities with Pay for Performance Plan

CarePaq packaging simplifies the sale, purchase, registration & administration

Eliminates investment in service marketing

Leverages the Compaq brand name

Benefits of Servicing and Selling Desktop and Monitor Warranty Extension CAREPAQS

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Analyst on NT

O/S of the Future

“Investment” Expense for Support MCSE’S

Customers Developing Critical Applications

Rapidly Changing as it Evolves

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Software Services

Provides your customers with Help Desk support services on over 200 software applications

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Direct connection to a software support specialist in less than 60 seconds Purchase pre-paid time banks, PIN Technology Easy time replenishment 1-800 direct access from U.S. and Canada Available in two options:

Standard and Department

Client Software Support CAREPAQ Service

Quick access to technical expertise on over 200 of the most popular desktop applications 7x24x365

NEWNEW

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NOS Technical Software Support

Two levels of support

Cost-effective, single source of support for help desk

Access to Compaq service specialists trained and certified by Microsoft

Supported Network Operating Systems Include:

NT, NetWare and SCO UNIX

Over 125 products supported

NEWNEWNEWNEW

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NOS Technical Software Support

9x5, Mon.- Fri.

125+ products supported

2 hour response during business hours

problem identification and resolution, info services, answers to point specific questions on installation and deployment

10- and 25-incident CAREPAQ

24x7

125+ products supported

1 hour response during business hours

problem identification and resolution, info services, answers to point specific questions on installation and deployment

10- and 25-incident CAREPAQ

Premium SupportPremium SupportStandard SupportStandard Support

NEWNEW

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Installation/Start-Up Services

Offers quick implementation of your customers new computer technology

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Installation/Start-up CAREPAQ ServicesReseller Benefits

Releases customer employees for core business work

Ensures fast and proper installation of hardware and software

Supplements reseller technical staff

Allows resellers to focus on higher value-added IT activities

Simplifies budgeting for multi-seat project implementation

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Installation/Startup Services for Windows NT Server

1 Windows NT Server Base Package1 Windows NT Server Base Package

5 Additional NT Server Packages

DomainIntegration

DomainIntegration

RAS Config.2 Modems

RAS Config.2 Modems

RAS Config.Model Pool

RAS Config.Model Pool

WNT RouterConfig.

WNT RouterConfig.

WNT DNSConfig.

WNT DNSConfig.

WNT Acct.Creation

WNT Acct.Creation

WNT Client Integration

WNT Client Integration

PrinterIntegration

PrinterIntegration

FileshareCreation

FileshareCreation

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Installs and configures Windows NT 4.0 on one new server

Limited to 2 days of on-site work

Basic file, print, and network access services

Installs and configures default network protocols

Integrates 5 existing, networked clients

Formats 1 local printer, fileshare, and 2 local disks

Creates 10 user accounts

Runs one time system backup

Domain creation and/or limited integration

1 Windows NT Server Base Package1 Windows NT Server Base Package

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Additional NT Packages

Cluster Installation

Internet Installation (AltaVista)

Microsoft Exchange Server

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CAREPAQ for Business Solutions

Furnish your customers with a single point of contact for hardware and software integration needs

NEWNEW

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CAREPAQ for Business Solutions

Five integrated business solutions Priority

Priority 24

Priority Plus

Priority Premier

Priority Executive

Workgroup, Departmental, Enterprise servers only

NEWNEW

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Compaq Priority Service Plan Packages

Priority Exec Premier

Priority 24Priority

Priority-Plus

Priority-Premier

- 9x5 HW - 4 hr. response Next Available HW Engineer - 9x5 O/S SW Support (NT, NetWare) 2 hr. response

- 24x7 HW - 4 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) 1 hr response M-F 8AM-5PM local time 2 hr. response remaining hours- Named SW Account Rep - SPS Account review- Proactive Review Management

- 24x7 HW - 4 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) 2 hr. response

- 24x7 HW - 4 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) 1 hr response M-F 8AM-5PM local time 2 hr. response remaining hours- Named SW Account Rep - SPS Account review

- 24x7 HW - 2 hr. response - Named HW Engineer - 24x7 O/S SW Support (NT, NetWare) - Premium Support Team- 30 min response- Critical- 1 hr response- non-critical- Named SW Account Rep - SPS Account review- Proactive Review Management

NEWNEW

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Business Critical

Will your client loose customers or revenue if their system is down?

Do they have systems key to their ability to do business?

Do they operate under regulatory regulations?

Do they have a heavy reliance on IT for revenue and production?

If so, Compaq Business Critical Services will address these needs for high availability….

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Business Critical Portfolio of Services

Availability Assessment and Review - assess the risks in their environment.

Availability Partnership - continuous assessment and improvement plans.

Gold Support - highest level of response, expertise and service level for software support.

Platinum Support - service level agreement designed specifically for your customer.

Gold Support for Network Products - supports routers, switches, hubs, bridges and associated software.

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Analysts on Y2K

Unprecedented IT Challenge

Ruthless time line for critical applications

Largest temporary employment opportunity

Opportunity continues past January 1, 2000!

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Year 2000 Healthcheck Services

Assessment Services Include: DIGITAL platform hardware, operating systems and

layered products

All Compaq Intel-based products

Selected third-party products with DIGITAL or Compaq platform

Industry standard Networks and Networking devices and products

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Year 2000 Healthcheck Services

Three key assessment services:Partner sells, Compaq delivers

Year 2000 System Healthcheck – VAX, Alpha System

Year 2000 Desktop Healthcheck – Intel-Based PCs and Servers

Year 2000 Network Healthcheck – SOW for Industry Standard Networks /Devices

– Call CDR with Opportunity

NEWNEW

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VAR Assistance NACS Channels Helpdesk: 1-800-344-4825, ask for

Services

Compaq Services Year 2000 website: http://www.compaq.com/year2000/

Compaq Services Year 2000 Helpdesk: 1-800-952-9723

For additional information, please refer to: http://ww1.digital.com/year2000/e_home.html (worldwide

Year 2000 website with service information)

Year 2000 Resources NEWNEW

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Partner Backup SupportPartner Backup Support

Sold “to” Partners to Augment Internal Resources and Capabilities

Partner Assisted Services

On-Site Parts Service Dedicated parts inventory on partner’s site

Spares Recovery Service Financial return on non-productive inventory Reduction of carrying and warehousing costs

On-Site Backup Support Committed 2 or 4 hour response by Compaq F.E.

NEWNEW

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Partner Backup SupportPartner Backup Support

Sold “to” Partners

Partner Assisted Services

Technicians Toolbox Central repository of knowledge tools Optional laptop may be provided

Spares Depot Program for Partners Provide critical spare parts from 65+ Compaq depots Guaranteed 4 hour delivery No capital expense to partners

NEWNEW

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Warranty Response Meets FewCustomer Business Requirements

Required Service Response TimeRequired Service Response Time

Bu

sin

ess

Dep

end

ency

on

Har

dw

are

Bu

sin

ess

Dep

end

ency

on

Har

dw

are

2-hourResponse

4-hourResponse

Next DayResponse

WarrantyResponse

[best effort]

BusinessCritical[high]

MissionSensitive

TaskCritical

NotImportant

[low]

Priority ExecutivePremier

Priority ExecutivePremier

Priority PlusPriority Plus

24x7 4-hourOn-Site Response

24x7 4-hourOn-Site Response

9x5 4-hourOn-Site Response

9x5 4-hourOn-Site Response

9x5 Next Business DayOn-Site Response

9x5 Next Business DayOn-Site Response

WarrantyExtensionsWarranty

Extensions

Availability ReviewAvailability Review

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Reseller Pre-Sales Support1-800-289-9052Online Information

Compaq.comhttp://www.compaq.com/support/service_offerings/so

Compaq Partner Networkhttp://cpn.compaq.com

Services & Technical Help / Products

Service Coverage Verification Toolhttp://www.compaq.com/support/service_offerings/hardware

Services Registrationhttp://www.compaq.com/services/registration

CAREPAQ Information for Resellers

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New CAREPAQ Price List

• CarePaq Service Matrix handout supercedes CD-ROM file

• Check for new offers and price updates on Compaq Partner Network:

http://cpn.compaq.comServices & Technical Help / Products

Service Matrix

Part Numbers &List Prices

Client Software Support Technical Software Support

Services for Windows NT (NEW) NT Installation & Start-Up

Services (NEW) Monitors (NEW) Desktop PC (Look for NEW offers) Notebooks/Portables Professional Workstations Servers (Look for NEW offers) Storage (Look for NEW offers) Power Supply (UPS)

FastStart II Reseller Handout

CAREPAQ

Questions & Answers Questions & Answers Better Answers.