6820 South Harl Avenue Tempe, AZ INSIGHT

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1 . Partnering with a capable Large Account Reseller (LAR) and Enterprise Software Advisor (ESA) means you will have an experienced, unbiased partner to help you manage the licensing agreements between you and Microsoft. The one price model of the EA program makes certain that you get the best pricing, service, and support possible from Microsoft. Your ESA is responsible for fulfilling these program advantages. Using our years of experience managing thousands of Microsoft Agreements we have developed a process for managing an EA that includes a number of touches you should expect when choosing Insight as your LAR. In this document we have shared our EA Touch Plan as our up-front commitment of service. Each touch has been detailed to show why it is of value to you. We have included a description of the talented professionals that will be part of your Insight Account Team South Harl Avenue Tempe, AZ INSIGHT

2 THREE-YEAR EA SUPPORT PLAN Year 1 Initial business meeting Initial SA Benefits meeting SA Benefits Workshops Roll out support Professional Services deployment discussions Quarterly Business Reviews Quarterly Product and Program Updates and Webinar invitations True-Up Support Customer Software Analysis Annual Payment and True Up Year 2 Professional Services deployment discussions Quarterly Business Reviews Quarterly Product and Program Updates and Webinar invitations True-Up Support Customer Software Analysis Annual Payment and True-up Year 3 Professional Services deployment discussions Quarterly Business Reviews Quarterly Product and Program Updates and Webinar invitations True-Up Support EA Business Review and value analysis against Select Negotiation Support for new agreement Customer Software Analysis Renewal and True Up 1

3 MICROSOFT RESOURCES INTRODUCING YOUR ACCOUNT TEAM Dedicated Account Team: Our account management program ensures first-class service around the world by assigning a dedicated Account Manager, supported by a team of specialists to manage every facet of your contract. Your Account Manager acts as a primary point of contact for the management of your account. Account Managers coordinate your business requirements with our extensive support network that includes our global account teams providing local field and inside sales support, license consultants, manufacturer sales specialists, eservices team, Technology Assessment Services team, and contracts team. Certified Professionals: All of Insight s representatives are Microsoft-certified sales professionals. They are located throughout the world and are well-versed to personally advise you on Microsoft solutions to fit your business needs in local languages and time zones. Our licensing specialists, product managers and engineers provide support for technical and licensing questions and provide tracking of license purchase history to ensure your complete satisfaction with our services. Software Account Manager: Software Account Managers are responsible for the management of your account throughout the world, providing global, national, and local reach. They act as escalation points for each of your locations to ensure your complete satisfaction with our services. Your Account Manager coordinates internal communications within Insight, instructing our Microsoft team on how to provide the best service to you. To ensure that you get the most out of your IT purchases around the world, your account team will execute your EA Touch Plan. Inside Software Sales: Your Insight Account Team includes dedicated inside software sales representatives. This team is responsible for the administration of day-to-day procurement activities providing prompt customer service. Every member of this team is Microsoft Sales Certified. They are well trained to understand the nuances of your account and answer front line questions. To ensure your continued satisfaction, we hold internal team meetings to share account requirements. Your local account teams are committed to promptly answering your requests for: Ordering and order status Product pricing, information & availability Help with your Insight Software Account order management website Quality check, process and follow up of orders Liaising with all departments to ensure prompt customer issue resolution Odd product searches & sources Volume licensing information New version & upgrade information Handling invoicing queries Backorder management Supporting customers in local languages Telephone and support for all countries Microsoft Manufacturer Sales Specialists: Insight has a dedicated team of experts that keeps our company and you up-to-date on software trends. Our 10 Microsoft manufacturer sales specialists are part of the value we provide for the most cost-effective and technologically appropriate solutions for you. These specialists, whose positions are partially funded by Microsoft, help us takes the lead in providing you with timely communication regarding product releases, volume license program changes, technology guarantees, proactive contract expiration information, and special offers available directly through Microsoft. Our manufacturer sales specialists assist us with customer issue escalation and resolution, technical product knowledge, and vendor licensing program expertise, and more. These individuals hold the highest levels of certification offered by our publisher partners and are in house to administer our relationships with Microsoft. 2

4 Software Assurance Benefits Resource: Your dedicated Software Assurance (SA) Benefits resource is available to help you activate and use your Microsoft software assurance benefits. This dedicated resource answers your questions, helps you activate your benefits, and provides best practices for benefits administration. License Help Desk: Your Insight Account team has access to a License Help Desk for complex licensing questions or consulting requirements. Insight Professional Services: Insight goes far beyond just selling software. We provide complete software management solutions from licensing services to global license consulting, software asset management (SAM) services and global real-time reporting. We were the first Large Account Reseller (LAR) to become a Microsoft Gold Certified Partner for License Solutions, Security Solutions, and Software Asset Management competencies in the Microsoft Partner Program. Microsoft Gold Certified Partners are the elite Microsoft Business Partners who earn the highest customer endorsement. Microsoft Gold Certified Partners have passed the highest level of requirements from Microsoft and have demonstrated the most robust, efficient and scalable implementations of Microsoft technologies in demonstrated enterprise customer deployments or an on-site Microsoft assessment. Insight s Global Microsoft Expertise: Insight s dedicated specialists throughout North America, EMEA, and APAC have earned multiple certificates to support our clients Microsoft products and programs: 413 Microsoft Certified Professional certificates (MCP) 56 Microsoft Certified Systems Engineer certificates (MCSE) 32 Microsoft Certified Systems Admin certificates (MCSA) 31 Microsoft Certified Technology Specialist certificates (MCTS) Microsoft Dedicated Software Licensing Team Onsite Microsoft Employees Microsoft SA Benefits Administrator Internal Licensing Help Desk Technology Assessment Services (TAS) Team Microsoft Gold Certified Partner with expertise in 15 competencies INITIAL BUSINESS MEETING Communication is critical in managing any program. The initial business meeting will help us get a clear understanding of your environment. We will: Gather information to understand your current and future procurement requirements, reporting requirements, and any specific training needed regarding our software Web portal at insight.com. Demonstrate insight.com s software Web portal for the benefit of online pricing, ordering, order tracking, and reporting. Provide Insight team contact information. Review all Insight services that you have the option of participating in. Review the EA Touch Plan Set up SmartTracker customized fields if required Identify Soft Costs: Insight will identify the often overlooked soft-cost savings opportunities of Microsoft programs. These could include reducing the number of POs, reducing administrative burdens, and off-loading your resources. 3

5 INITIAL SA BENEFITS MEETING Your Insight team will walk you through your SA benefits. This team is dedicated to sorting through the ocean of information that comes from Microsoft to help you take advantage of additional Microsoft offers such as home use programs, training, etc. License consulting around SA Benefits can add significant value to your investment in Microsoft s programs. The initial meeting will be conducted to identify key personnel within your organization, who we will work with throughout the terms of your contract to activate and distribute your benefits. ON-GOING SA BENEFITS SUPPORT Software Assurance Benefits Advisor Program: Your dedicated Microsoft licensing resource is available to help you activate and use your Microsoft software assurance benefits. This dedicated resource answers your questions, helps you activate your benefits, and provides best practices for benefits administration. Insight educates you on the Software Assurance Benefits available to you under your Microsoft contract. We will see that you are properly registered with Microsoft so that you derive maximum value from these benefits. Allocation - We ensure global allocation of benefits and communicate these benefits to each of your locations, according to your corporate policy. Monitor & Report - We monitor and report SA Benefits usage throughout the terms of the agreement. Training - We partner with Microsoft-certified training facilities to increase the value of your training vouchers. Harvest & Redeployment - We harvest and redeploy benefits where applicable (home use, for example). Global Entitlements - we will explain the available options for by developing a plan to distribute SA entitlements to each office. Local Entitlements - we will explain the qualifications for each department or location. Enrollments - we work directly with our SA Benefits Specialist to enroll your users. Activation - we contact your end users/ administrator directly to confirm activation. Tracking - during quarterly business reviews, we discuss your usage and benefits that are still outstanding. True-Ups: During the true-up process, Insight ensures you understand what SA Benefits, if any, can be carried over. SA Benefits Training: If you choose to self administer your benefits, Insight can hold workshops, assist in enrollments, train your staff on the VLSC system, and be a go-to resource for your Microsoft team. VLSC Training: Your SA Benefits Specialist will host training and assistance for your key personnel on the Microsoft VLSC website to ensure the successful implementation of Software Assurance benefits, licensing key allocation and software downloads MSDN/TechNet administration, license history, and more. Roll-Out Support: Insight will assist and coach in the rollout of EA benefits to each of your locations and support the process of ensuring you maximize the SA benefits to which you are entitled. We walk your participants you through the SA benefits that are available to you and provide licensing consulting around SA Benefits that can add significant value to your investment in Microsoft s programs. 4

6 PROFESSIONAL SERVICES DEPLOYMENT DISCUSSIONS Insight will introduce our Microsoft Professional Services to you and discuss how they can help you costeffectively meet your Microsoft business objectives. Insight is a Gold Certified Partner in Professional Services for Microsoft. Insight provides full lifecycle management support beginning with pre-acquisition assistance and continuing through the lifecycle with integration, implementation, maintenance and end-of-life services. All technicians are A+ Certified and carry OEM-specific certifications. Insight Services: We have a services organization within Insight of more than 600 trusted IT advisors. These Insight teammates are dedicated to providing technical expertise from the beginning of the client engagement, through deployment and management of the IT solution within our clients businesses for complete lifecycle services from beginning to end. Effectively managing hardware and software assets is paramount to fully utilizing technology investments. As our presence in a particular market grows, we will look for opportunities to round out our solutions offerings with a suite of professional services. These services require an extensive team of field services personnel and, therefore, generally require that we be broadly and deeply established in a market to support the investment. We currently offer software services worldwide and hardware services in the U.S., Canada, and the U.K. via our own field service personnel, augmented by services partners to fill gaps in our geographic coverage or capabilities. Insight continues to develop our services capabilities both internally and through targeted acquisitions as they are an essential element of today s technology solution and a key differentiator for us. Insight is a Microsoft Gold Certified Partner with expertise in the following tracks: Advanced Infrastructure Solutions Active Directory & Identity Mgmt Business Intelligence Custom Development Solutions Data Management Solutions Information Worker Solutions Portals & Enterprise Content Management Learning Solutions Licensing Solutions License Delivery Software Asset Management Microsoft Business Solutions Mobility Solutions Networking Infrastructure Solutions OEM Hardware Solutions System Building Device Manufacturing Security Solutions Infrastructure Security Security Management Small Business Specialist Community SOA (Service-Oriented Architecture) & Business Process Unified Communications Solutions Business Productivity Online Suite (BPOS) Insight is pleased to offer our BPOS Services Setup Pack for FREE a $1,000 services value if you choose to add any BPOS to your EA. This valuable service assists you with the following: Understanding the BPOS administrative and provisioning console Presentation and overview of the Microsoft migration and synchronization tool Initial migration and usage planning Unlimited advisory support assistance during the first two weeks of migration Insight also offers a complete set of Microsoft BPOS services focused on planning, complete migrations as well as ongoing management services. 5

7 Microsoft Whiteboard Assessments Insight will provide whiteboard discussions that include 2-4 hour technology and solution overviews delivered by our Architects or Senior Consultants either on site or via conference call. Insight Whiteboard Discussions Topics Windows 7 Deployment SCCM (System Center Configuration Manager)/SCOM (System Center Operations Manager) Server or Application Virtualization Unified Communications Exchange 2007 Microsoft Online & Cloud Computing Windows Servers 2008 R2 QUARTERLY BUSINESS REVIEWS Recurring every 90 days, your account manager will conduct quarterly onsite meetings to answer any program or contract questions, discuss our performance to ensure ongoing satisfaction with our services, and discuss cost-saving opportunities that may be of interest to you. Service Level Goals: Insight can set mutually agreeable service level goals to support your account. Goals could include responding to voic and messages, order entries and confirmations, price quotes, report requests, and others as required. During regularly scheduled business reviews we discuss your relationship with Insight, identify opportunities for improvement, and rate our performance. Reporting: Our reporting capabilities are second to none. We can facilitate reports on any information that has been captured at time of order entry, anywhere in the world. Our Global Data Warehouse maintains your historical information. All of our reporting is Software and Information Industry Association (SIIA) Certified. This is important to you as our reports can be used in case of an audit. Many of our competitors don t share this recognition. Customer Satisfaction Surveys: We will proactively survey your global end-user community and report the findings back to you. True-Up Status Updates: We will make recommendations and status updates throughout the year. QUARTERLY PRODUCT AND PROGRAM UPDATES AND WEBINAR INVITATIONS Insight understands the importance of open communications to help you manage your business and ensure your ongoing satisfaction with our services. Insight is committed to providing you with Microsoft product and licensing education and advice. To keep you informed and up to date, we offer you: Software Alerts: Software Alerts are posted on the homepage of insight.com s software Web portal. This gives you direct access to Microsoft s website for updated product and program information. Online & Onsite Seminars and Training: Insight conducts Microsoft informational seminars and Webinars onsite to introduce new products and answer your questions on enrollment, Software Assurance, and product information. Insight provides free training to you on the use of our online tools, products, and licensing programs. This training can be delivered both onsite through seminars and through a series of Webinars targeted to your users needs. 6

8 Product Updates: Your Insight dedicated website makes it easy for you to find software patches and drivers available for download from the publishers. By creating one central location for direct links to publisher sites, you won t have to search the Web anymore. You will have immediate access to Microsoft as well as many other popular publisher sites to quickly obtain product updates. New Product Announcements and Other Release Information: Insight proactively provides you with upcoming product updates and new release information during onsite quarterly business reviews, through regular broadcasts to your participants and hosting licensing seminars. Our close relationship with Microsoft allows us to obtain the latest product and program information and roadmaps that we will proactively share with you. TRUE-UP SUPPORT True-Up Process Insight will walk you through your true-up process, make recommendations, and status updates throughout the year. Insight understands that obtaining counts for true-ups can be a daunting and time-consuming task. Insight will work with you to help streamline the process. Our goal is to simplify the process for you: Completing accurate submission of paperwork, annual True-Up reports, and agreement renewals including custom pre-filled contracts based on your requirements. Assisting you with EA submissions, annual True-Up reports, and agreement renewals including custom pre-filled contracts based on your requirements. We prepare the paperwork for you, provide a white paper that outlines the steps of the true up, and work with your departments on inventories to help qualify desktops to prevent overbuying. Providing you with customized zero-dollar tracking SKUs if needed to simplify allocation of cost centers and true ups including charge backs During the true-up process, Insight ensures you understand what SA Benefits, if any, can be carried over. EA BUSINESS REVIEW AND VALUE ANALYSIS AGAINST SELECT EA verses Select Analysis: Prior to negotiating a renewal, Insight will help you examine all your program options. We have Microsoft-specific license consultants in-house that will deliver documented EA verses Select Analysis, based on actual data and individual assumptions that you provide. Total Cost of Ownership (TCO) Tools: Insight understands that you want to make informed, educated decisions when deciding on Select vs. EA enrollments, and determining the value of Software Assurance. We have created a Select vs. EA tool to assist in projecting costs, as well as a Software Assurance Benefits Calculator. NEGOTIATION SUPPORT FOR NEW AGREEMENT Insight s established relationship with Microsoft gives us an advantage when helping you negotiate favorable contract and pricing terms Our vast experience in managing publisher contracts with other clients allows us the ability to help negotiate better terms with Microsoft and provide you with expert advice Benchmark Your Microsoft Costs: Insight will work with you to benchmark your software costs against clients of similar size and scope. Insight will trend your purchases globally, highlighting areas where there are cost-saving opportunities. During quarterly onsite business reviews, these opportunities will be discussed. 7

9 CURRENT STATE ANALYSIS Current State Analysis (CSA): This is an ESA project that captures your current software asset management (SAM) business processes and policies and compares them to the ISO standards. This service can give you a good idea of where your current practices stand in comparison to industry standards as well as averages. The CSA provides an understanding of areas to focus on in the future development of SAM strategies and encompasses all policies and practices, not just Microsoft. License Reconciliation Analysis (LRA): An Insight License Reconciliation Analysis creates a framework for ongoing optimal license management. Once you provide the installation data, Insight s SAM team will identify your Microsoft software license entitlement quantities, compare these quantities to installation quantities and provide a qualitative assessment of significant discrepancies. The benefits include: Microsoft license entitlements are identified, Key Microsoft license overages and shortages are outlined, Insight provides you with suggestions to mitigate risk, and findings can be used to complete EA 6 annual true-up requirements. The deliverable for this project is a license entitlement report. License Consulting: Your account team is certified on Microsoft as well as all major publishers licensing programs to help you with strategies around software license management. We help you understand where local enrollments will save you money and where you can achieve greater discounts by purchasing centrally. We guide you through each step of the software life cycle option analysis, contract interpretation, license deployment, and comprehensive reporting to help you develop a software management strategy that boosts your return on investment. You can be confident that when you call your Insight account team, you will be answered by a well trained, competent staff member. As an Insight client, we give you the following: Assistance with licensing transfers to help with license compliance Global licensing support to ensure you maximize your software investments worldwide Licensing Help Desk and licensing consultants to provide expert advice before and after the sale Clear, accurate proof-of-license certificates and SIIA-certified reports from our global data warehouse for software audits and true global reporting ANNUAL PAYMENT, TRUE UP, AND RENEWAL OPERATIONAL SUPPORT As your LAR and ESA, Insight provides operational support by completing accurate submission of paperwork, annual True-Up reports, and agreement renewals including custom pre-filled contracts based on your requirements. Our goal is to simplify the process for you. We have committed global resources to support every facet of Microsoft within your organization. This is one of the reasons that we are a leading Microsoft Global LAR. Key-Code Database: Insight understands the management of key codes and software media can be an important part of the success of any licensing program. Insight will keep a database of key codes for Microsoft as well as your other software publishers. These access codes will be released to your authorized users. System blocks of SKUs: Insight will block individual items in your insight.com software Web portal to prevent over purchasing of licenses. 8

10 ABOUT INSIGHT Insight Enterprises, Inc. is a leading provider of a broad range of top name-brand IT computing products, software, and advanced IT services helping companies around the world enable, manage and secure their IT environment. Located in major cities worldwide, Insight provides local account services to clients in 170 countries and has the process knowledge, technical expertise and management tools necessary to ease the burden of selecting and purchasing IT assets while streamlining IT management and reducing costs. OUR VISION & VALUES Insight s vision is to be the trusted advisor to our clients, helping them enhance their business performance through innovative technology solutions. Our values are as follows: We exist to serve our clients We respect and take care of each other We act with integrity in all we do As we accelerate towards our vision, we look forward to delighting clients around the world as we enable, manage and secure their IT environments. COMPANY SNAPSHOT Founded in 1988, headquartered in Tempe, Arizona $4.1 billion revenue in ,900 employees worldwide Operations in North America, Europe, and Asia/Pacific regions Leading provider of brand name computing products, software and advanced IT services Premier IT service offering with capabilities in High Performance Systems, Networking and Communications, and Enterprise Software Serves Enterprise, SMB and Public Sector clients in 190 countries Offers software products and services in North America, Europe, Middle East, Africa and Asia- Pacific Offers hardware products and service in United States, Canada, and the United Kingdom Leading global software reseller with extensive License Management Services Software lifecycle support for 80% of Global Fortune 500 Most experienced Microsoft reseller in the world 2,500+ product and industry certifications 200,000+ products from 5,000 manufacturers and publishers Billions of dollars in virtual inventory Ranked number 502 on Fortune Magazine s 2010 Fortune 1000 list Ranked in VARBusiness 500 Largest Solution providers in North America Microsoft Gold Certified Partner for License Solutions, Security Solutions, and Software Asset Management competencies HP Platinum Partner Cisco Gold Certified Partner One of IBM s top business partners Premier Lenovo Business Partner 9