This document provides an overview of Global Consumer Support, including: 1. The key categories of support provided are unassisted support, assisted/retail support, and projects in progress. 2. Unassisted support involves customer self-service through online resources while assisted support involves interactions through phone, email, chat with agents. 3. Several projects are in progress like consolidating multiple assets into a single global Newton infrastructure for order processing and introducing new products.

1. Ramana & team Global Consumer SupportBusiness

2. Agenda Introduction Business over view Support categories Unassisted Support Assisted/Retail support Projects in Progress

3. Introduction Global Consumer Support IT provides: Stable Infrastructure required to support Repair services to consumers Smooth repair services which are important for consumer satisfaction Monitor services speed and quality Monitors channel partners’ performance Analytics and optimization of services for best customer satisfaction Provides inputs to Labs for optimization of products Forecasts Inventory/consumables required for repair partners and hp Continuously upgrades/enhances the infrastructure per changing Biz scenarios Optimization of infrastructure and processes for cost reduction

4. Consumer Support Categories Assisted support Unassisted Support Retail Support Customer Self Service Global Agent Interface Channel Interface ASTRO HP.COM (WW) CSN/Smart Portal (WW) Newton (Americas) BEP (EMEA) SRFR (APJ) Retail Support: (Best Buy, Home Depot, Computer Center) CSN: Channel Service Network (America) -> Einstein Smart Portal: EMEA -> SPOW (Service Point on Web)

5. 5 Unassisted Support

6. 6 UNASSISTED SUPPORT BUSINESS FLOW

7. 7 Assisted Support

9. I’m known & remembered from previous interactions or sales

12. Defective product received at service center, repaired and shipped back to customer

13. Standard Exchange

14. Defective product received at service center

15. Replacement product is shipped to customer

16. Advanced(Unit) Exchange

17. Replacement product shipped to customer

18. Defective product received at service center

20. Replacement part shipped to customer

22. ASP initiates labor only claim via Einstein

23. Auto closure

24. Onsite (In-home)

25. Consumable or Exchange part version

26. Customer or ASP contacts hp and initiates order

27. Replacement part(s) shipped to service provider drop location

28. Onsite service provider contacts customer for final scheduling

29. Service provider performs onsite repairs

30. Defective part(s) received at service center

31. Replacement product version

33. Repair Process Flow Customer Problem Accesses hp.com Customer Problem Retail Support Customer Problem Calls HP (1-800-HPINVENT) customer care diagnostics Channel partner (ASP) performs diagnostics Agent creates case in Astro sw solution hw repair needed ASP uses CSN (Einstein) to place service order ASP uses Einstein to place labor claim Agent performs diagnostics software download post wrty support hw repair needed hp.com drivers software download solves problem Hw service order created in Newton elect software cd hp.com cd ordering Support billing created in Newton Service order managed and Fulfilled via “Newton” HW solution delivered to customer Customer Interaction System interaction Customer Problem Solved Non Customer Interaction

34. Landscape 13

35. 14 Projects in Progress

36. Projects in Progress Global Newton (order processing) Single infrastructure for all regions Consolidates approximately 18 assets New Products Introduction (NPI) Major Enhancements for New business opportunities Support Demand Reduction (SDR) Production Stabilization releases H3exit, S2S and technical upgrades

37. Thank you

38. Backup slides

40. Web BasedDiagnostics

41. Get Model#EntitlementService TelemetryViewer Entitlement AP SRFR UI SAP XI Middleware Ent.Server CATSsockets SWOPW.S. ContentEditorial W.F. StairwayDB Telemetry Backend SOMSRFR Backend Ref. Client SOAP HPSB CATS CATS One TimeMigration CLKM Link TSGSAP CATS WWPAK SWOP NightlyRefresh Cisco Backend NRT EMEA BEP UI ChinaChat UI Customer Data Product Master Security &Access SOMBEP Backend ChinaChat Backend BATCH X.509 Cert EMF HP EnterpriseLDAP (PKI) PMaster CCDB CID One TimeMigration Master System SAP Component Existing System &Applications Key elements of ASTRO2 architecture 18 HP Confidential

42. Newton Application LandscapeHW Service Delivery Infrastructure HPS IT CRM WW IT HW IT Corporate (GO-IT) ASTRO SPI (BOMs & parts) Profiler (ASP info) CRS / STP (NT30 accts) FedEx ExpressTag (pickup sched.) Newton Master (reference) data interfaces SOAR (software cds) POLARIS / WW Tables (regional cfg) PLANCAT (inv. Planning & forecasting) E-pack (care pack Reg.) CATS (agmt sales & admin) T-squared (taxes) Databases & Reporting Shadow (Orders, Contracts, Inventory, Action Request, NPI) VELOCITY [6460 PROMIS] (procurement) Walker (Intra corporate) SATS (inv mgmt & Warehousing) AES (entitlement) Central Business Logic & Database Mgmt. WARP (fulfillment) (Newton Shipping) SiDES (vendor data Connection) CD Ordering (hp.com) hp.com software PG S [Earlier hpauth & US POSPORTs] (cc auth.) Order Status Site GTS (WW-CLASS, ESSEC) CASCADE / AWARE Einstein CSN SWOP Unit exch update SAP RM (AR) PGS [CAPS] (cc settlement) FileNet (inv. archive) LHGL / Eiffel (IC billing / intl) AR Business WH (EDW) (reporting) FSC (ASP labor) AP Outbound interfaces Billing Methodology