The document provides information about Ariba's customer relationship and support resources including: 1. Links to Ariba Exchange and Customer Success Portal for collaboration and best practices. 2. Details on customer support options such as webform, phone, and event support. 3. Overviews of Ariba services including Connect, University, Commerce Services, and Technology Services.

1. <Customer> Customer Relationship Review © 2011 Ariba, Inc. All rights reserved. All Ariba Your Guide to Important Ariba information

2. Customer Success © 2011 Ariba, Inc. All rights reserved. This guide has been compiled to help you successfully navigate Ariba and our wealth of information. Use the links to navigate to various useful sites and sections available to you as an Ariba Customer. Community + Capabilities + Technology = Better Commerce! Success is a journey…..not a destination!

3. Collaborative Business Commerce: There is a better way © 2011 Ariba, Inc. All rights reserved.

4. Community Ariba Exchange - an interactive platform where you can share questions, best practices, trends, opportunities and ideas . The goal of Ariba Exchange is to facilitate communication among our customers, prospects and Ariba subject matter experts: http://exchange.ariba.com/index.jspa Customer Success Portal on Exchange – On the site you will find a weekly TIP of the WEEK, a Customer Reference calendar, Customer Success Lunch 'n Learn replay, Ariba Knowledge Nuggets, upcoming events, and much more: http://exchange.ariba.com/groups/customer-success Discovery - Matches Buyer’s Needs with Qualified Suppliers: http://discovery.ariba.com Visit the Ariba resource library for White Papers, Webinar Schedules, Content, & much more: http://www.ariba.com/resourcelibrary/ © 2011 Ariba, Inc. All rights reserved.

5. Capabilities [email_address] (Support) Customer Support can be contacted via Webform or phone. When in the Ariba site, Click on the Help link in the upper right corner of any Ariba Solution and select ‘Support’. Click the ‘Contact Ariba Customer Support’ link that is halfway down the page to access the Webform. For phone support : United States and Canada (toll-free): 1 866 218 2155 United Kingdom (Freephone): 0800 358 3556 Europe: +44 20 7187 4144 Asia: +65 6311 4745 All other locations, call +1 412 222 6153 Sourcing Support Desk: Ariba sourcing experts will review client projects in draft status and provide general recommendations for best practices in event setup. Following this review an email will be sent to the project owner to provide non-commodity advice regarding site functionality, online bidding format, lotting structure, bidding parameters, etc. This service is available by clicking the Ariba Review button on the summary tab of any RFX. Event Day Management: Our customer support teams offer operational support during your event to ensure an increase in smooth execution through surrogate bidding, reactive auction monitoring, enforcement of event rules, messaging management, pausing, extending and resuming events. Supplier Training: Pre-recorded supplier training sessions are provided through the Help Menu on the Ariba Sourcing Site. These can be accessed in English 24 hours a day, 7 days a week. Training in additional languages supported by the standard software is also available and may include Brazilian Portuguese, French, German, Italian, Spanish, Chinese, and Japanese. Site Administration: Ariba will assist with standard site administration, such as providing and managing usernames and passwords, editing text at buyer's request, and adding or suspending buyers from the site. Please note that supplier addition, deletion or edits are conducted by buyers with appropriate permissions. Please contact Customer Support as indicated above for this service. © 2011 Ariba, Inc. All rights reserved.

6. Capabilities Ariba Connect – Support and Knowledge Portal for Ariba Customers: https://connect.ariba.com/AC As the business sponsor for your site, you will have the ability to submit service and enhancement requests for your company and access the Knowledge Portal, through Ariba Connect. Simply click the link “New User” to begin setting up your account. After you set up your account, you will receive an email from Connect Support informing you when your account is activated. Please do not try to log on until you receive this email. If you have any issues logging in or creating the account on Connect, you can send an email to connect_support@ariba.com Trust.Ariba.com - Real-time information on system performance and security http://trust.ariba.com/status.cfm Ariba University - Training offerings and schedules onlinelearning.ariba.com © 2011 Ariba, Inc. All rights reserved.

7. Capabilities Ariba Commerce Services : When you need help with deployment, adoption, and ongoing performance of your Ariba solutions, Ariba Commerce Services is ready to lend a hand. With agility, experience, and reach, more than 600 professionals around the world, speaking more than 25 languages, offer know-how, technology, and market intelligence to make sure you have the capabilities you need to drive fast ROI through lower costs, higher sales, and optimized cash flow. http://www.ariba.com/services/ (Link includes information to the following) BPC - More than a helpdesk, the Ariba Best Practice Center provides flexible, as-needed support tailored to your specific needs and projects. Benefits: • Single, named point of contact who understands your unique situation • Access to Ariba’s world-leading commerce process and solution expertise and experience • Proven processes and best practices for nearly all Ariba solutions • Faster ROI from software initiatives Business Commerce Enablement- Based on a proven and repeatable approach, The BCE will help you quickly identify, enable, and realize value through a custom-tailored business commerce program. Prescribed by our domain expertise with world-class analytics and considerable insight into what buyers and sellers need to facilitate successful collaboration. The BCE also offers a Success Planning service. Change Management: A comprehensive plan to provide information, training, support, and motivation for your people to apply your commerce management practices and tools the right way. Specifically designed to drive adoption by focusing on the needs of your team. Education and Training : On-site and/ or remote courses to guide you through every step of your collaborative commerce journey, offered in a variety of formats to suit your team's situation and needs. © 2011 Ariba, Inc. All rights reserved.

8. Capabilities Ariba Commerce Services : When you need help with deployment, adoption, and ongoing performance of your Ariba solutions, Ariba Commerce Services is ready to lend a hand. With agility, experience, and reach, more than 600 professionals around the world, speaking more than 25 languages, offer know-how, technology, and market intelligence to make sure you have the capabilities you need to drive fast ROI through lower costs, higher sales, and optimized cash flow. http://www.ariba.com/services/ (Link includes information to the following) Ariba Technology Services provides three types of service to help improve your Ariba application: Upgrade Services: A comprehensive set of services that will migrate your Ariba applications, customizations, and data to a new release. With Ariba Upgrade Services, you can significantly improve the efficiency and cost effectiveness of your upgrade project because you get focused resources who leverage standard and specialized upgrade tools, along with best practices methodology. Application Management Services: Application Management Services include: adoption and management of unique customer configuration and enhancements; advanced functional and technical support; monitoring of scheduled tasks and integration events; support of custom code; management of all code migrations and configuration changes with the hosting provider (or customer operations team); and coordination of service pack upgrades. Hosting Services : Ariba Hosting Services provide Ariba solution deployment and operational maintenance in a secure, fully managed data center that includes dedicated, enterprise-class servers from HP; enterprise-class firewalls with customized firewall policy; 3PAR data storage and a clustered Oracle Enterprise Edition database tier with automated failover; VERITAS for data backup and database tier clustering; Solaris on all servers, and more. © 2011 Ariba, Inc. All rights reserved.

9. Technology – Spend Visibility Community Page on Ariba Exchange http://exchange.ariba.com/community/solutions/spendvisibility Product Information on Ariba Connect https://connect.ariba.com/AC_web_page/1,,113220,00.html?portal=ProductInfo Best Practice Guides (Help Menu) Data Extraction Services Identifying Sourcing Opportunities Identifying Quick-Hit Opportunities Analysis & Reporting Guide (Help Menu) Data Extraction Guide (Oracle) https://knowledge.ariba.com/AC_Content_Details_Page/1,,2_81398,00.html Data Extraction Guide (PeopleSoft) https://knowledge.ariba.com/AC_Content_Details_Page/1,,2_81396,00.html Data Extraction Guide (SAP) https://knowledge.ariba.com/AC_Content_Details_Page/1,,2_81397,00.html Spend Visibility Customer Case Studies http://www.ariba.com/solutions/casestudies_grouping.cfm?group_id=17&collateral_type_id=2 © 2011 Ariba, Inc. All rights reserved.

10. Technology – Sourcing Check out Ariba Connect, the Knowledge Portal for Ariba Customers! Find the new features and enhancements for the most recent Sourcing release in the following link: https://connect.ariba.com/AC_web_page/1,5180,119245,00.html You can also access Ariba Connect to search the knowledge base for product documentation, review the Supply Excellence Posts, find the Ariba University training schedule and view helpful reports that organize all Service Request information and metrics: https://connect.ariba.com Join Ariba Exchange, an online Community/Networking site to help you connect , learn & share with other customers and Ariba Sourcing experts. exchange.ariba.com/community/solutions/sourcing Sourcing “How To” documents such as collaborative sourcing using scoring and team grading, savings and pipeline, advanced events types – what are they, and improving your sourcing success; follow this link for these tips and more: exchange.ariba.com/community/solutions/sourcing?view=documents To refresh your skills, check out the schedule for the Sourcing webinars and Lunch ‘n Learns. You can also access the recordings! exchange.ariba.com/groups/customer-success?view=overview © 2011 Ariba, Inc. All rights reserved.

11. Technology – Sourcing Locate Ariba Knowledge Nuggets where you can find weekly digests of tips, tricks, Sourcing best practices and more: exchange.ariba.com/groups/customer-success?view=overview Subscribe to Ariba Supply Excellence, Next Generation Strategies for Supply Management: http://www.supplyexcellence.com/blog/ Check out Ariba SupplyWatch, a quick reference to category insights and trends. Access this link to subscribe: http://www.ariba.com/programs/emails/subscribe/index.cfm Subscribe to Ariba Tech Connect for OnDemand Solution– Valuable Expertise From Ariba Support. Subscribe: https://knowledge.ariba.com/AC_Subscriptions/ Even MORE Ariba Sourcing resources can be found at: http://www.ariba.com/resourcelibrary/ Self-guided Tutorials, Sourcing User Guides, System Administrator Guides and Supplier Tutorials are easily accessed via the Help tab in your user interface. © 2011 Ariba, Inc. All rights reserved.

12. Technology – Contract Management Contract Management &quot;How To&quot; docs from legacy loads, creating contract workspaces, to editing assembled docs; you will find many helpful tips here: http://exchange.ariba.com/community/solutions/contractmanagement?view=documents Looking for Contract Management webinars? Find the Lunch ‘n Learn replays here: http://exchange.ariba.com/groups/customer-success?view=overview For Best Practices on improving your Contract Management process search the Knowledge Nuggets here: http://exchange.ariba.com/tags/ariba_knowledge_nuggets Why Connect? Submit and track service request and enhancement requests, view fix defects and service packs, here the latest communication on supported platforms, search the knowledge base for product documentation: https://connect.ariba.com Don't forget that user guides and system administrator guides are easily accessible through your Help tab in your user interface. © 2011 Ariba, Inc. All rights reserved.

13. Technology – Supplier Information Performance Management (SPM or SIPM) Stay current on the most profitable trends in business commerce by subscribing to Ariba’s newsletters: http://www.ariba.com/programs/emails/subscribe General Info on Supplier Management: http://www.ariba.com/solutions/suppliermanagement.cfm Supplier Management Guide for 11s releases https://connect.ariba.com - Supplier Guides Ariba Sourcing and Supplier Management https://connect.ariba.com/Sourcing and SPM Guides Getting Started, Templates and Guides – Conveniently located within the help guide of your site. https://s1.ariba.com/Help/Main/aw?awh=r&dard=1 © 2011 Ariba, Inc. All rights reserved.

14. Technology – P2P, P2O, ASP, APC Ariba ’ s Home Page: http://www.ariba.com/solutions/procurement/ P2P: the market-leading solution that automates the entire procure-to-pay process and helps you control all goods and services spending for maximum spend under management. http://www.ariba.com/solutions/procurement/procuretopay.cfm Services Procurement: the only SaaS solution that delivers savings on any type of service, including contingent labor, consulting, marketing services, and print. http://www.ariba.com/solutions/procurement/servicesprocurement.cfm Procurement Content: the only solution designed to maximize spend coverage of SAP and Oracle through rapid enablement and adoption of comprehensive supplier catalogs. http://www.ariba.com/solutions/procurement/procurementcontent.cfm T&E: the first truly integrated solution for managing travel costs. It lets businesses combine travel with other spend categories and use a single system for managing everything. http://www.ariba.com/solutions/procurement/travelandexpense.cfm © 2011 Ariba, Inc. All rights reserved.

15. Technology – P2P, P2O, ASP, APC Connect : Access Ariba Connect to search the knowledge base for product documentation, review the Supply Excellence Posts, find the Ariba University training schedule and view helpful reports that organize all Service Request information and metrics. https://connect.ariba.com/AC Release Readiness: Access Ariba’s Release Readiness site within Connect for new features and enhancements for the most recent Procurement release. Review information on the latest fixes, defects, and service packs. P2P P2O Procurement Content T&E Tech Connect: Subscribe to various versions of Ariba’s Customer Support Bulletin. http://www.ariba.com/programs/emails/subscribe/ © 2011 Ariba, Inc. All rights reserved.

16. Technology – P2P, P2O, ASP, APC Ariba Exchange: Access Ariba Exchange, an online Community/Networking site to help you connect, learn & share with other customers and Ariba Procurement experts. http://exchange.ariba.com/index.jspa Procurement Community: http://exchange.ariba.com/community/solutions/procurement - View recent content on procurement. Browse the most popular documents. Customer Success : http://exchange.ariba.com/groups/customer-success Browse the scheduled webinars, Customer Spot Light calls, and Lunch ‘n Learns and register on the spot. Access recordings and documents posted on a variety of topics including procurement. Locate Ariba Knowledge Nuggets where you can find weekly digests of tips and tricks. Social Media http://www.linkedin.com/company/ariba http://www.facebook.com/AribaInc http://twitter.com/#!/ariba http://www.youtube.com/user/AribaSpendManager © 2011 Ariba, Inc. All rights reserved.

17. Technology – Invoice/Payment Ariba Connect: https://connect.ariba.com / email: [email_address] Invoice and Payment User PDF: https://connect.ariba.com/connect/Downloads/HAA/docs/procurement/en/documentation/eipp_basic/eipp_guide/PDF/eipp-user.pdf Invoice and Payment Management document: http://www.ariba.com/solutions/invoice-management.cfm Supplier Membership: FAQ’s http://www.ariba.com/suppliermembership/faq.cfm Ariba Invoice and Payment user library on Ariba’s website http://www.ariba.com/resourcelibrary/view_all_Resources.cfm?solution_id=6 Social Media http://exchange.ariba.com/search.jspa?peopleEnabled=true&userID=&containerType=&container=&q=invoice+and+payment http://www.linkedin.com/company/ariba http://www.facebook.com/AribaInc http://twitter.com/#!/ariba http://www.youtube.com/user/AribaSpendManager Media Coverage: http://video.cnbc.com/gallery/?video=3000022766&startTime=0&endTime=361 © 2011 Ariba, Inc. All rights reserved.

18. Technology – Ariba Network If you have a Network Program Manager (NPM) assigned to you, contact them. They are a great gateway. If you do not have an NPM assigned, the Ariba Liaison desk is another great place to start: Contact Andy Wolff—412-297-8827 Ariba Network Training & Materials: Contact Andy Wolff directly at [email_address] Commerce Cloud solutions and community: www.ariba.com/commercecloud/?elq_mid=82&elq_cid=21933&elq=4ed234bdf19449e78d6d31b2167ecea0 Ariba Connection Solutions log in : Website - https://connect.ariba.com/SRWebService/UserRegistration.aspx Email - [email_address] Network Contact Landing page https://knowledge.ariba.com/KAA_ASN_Contact_Us Ariba Exchange--Marketplace of Ideas and Idea Sharing: exchange.ariba.com/index.jspa Ariba Invoice Conversion Services: www.ariba.com/services/invoice-conversion.cfm Ariba Invoice Management: http://www.ariba.com/solutions/invoice-management.cfm Product documentation—log on to your Ariba application and press the Help button to access product documentation © 2011 Ariba, Inc. All rights reserved.

19. Technology – Ariba Network If you have a Network Program Manager (NPM) assigned to you, contact them. They are a great gateway. If you do not have an NPM assigned, the Ariba Liaison desk is another great place to start: Contact Andy Wolff—412-297-8827 Ariba Network Training & Materials: Contact Andy Wolff directly at [email_address] Ariba Global Invoicing Management: http://www.ariba.com/resourcelibrary/views/resource_library_asset_brief.cfm?asset_id=711 Ariba Resource Library-- http://www.ariba.com/resourcelibrary/ Working Capital Management Solutions-Direct (Paul Floyd): [email_address] Ariba Supplier Membership Program (SMP) : http://www.ariba.com/suppliermembership/index.cfm Network Solutions Webinars: http://www.ariba.com/programs/invoicenow/ © 2011 Ariba, Inc. All rights reserved.

20. Technology – On Premise Solutions This section provides links to many helpful Ariba Guides located within Ariba Connect. All of these guides are also located in the Help section within your instance of Ariba. Ariba Sourcing (9r1): Ariba Sourcing – Reporting and Analysis Guide https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/sourcing_pro/sourcing-analysis-guide.pdf Ariba Sourcing - Event Management Guide https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/sourcing_pro/event_management_9r1SP9.pdf Ariba Contracts (9r1): Ariba Contracts – Reporting and Analysis Guide https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/contract_pro/contract-analysis-guide.pdf Ariba Contract - Authoring Guide https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/contract_pro/contract_authoring_guide.pdf Ariba Contract - Process Management Guide https://connect.ariba.com/connect/Downloads/HAA/docs/ss_9r1/en/documentation/contract_pro/contract_process_management_9r1SP9.pdf Ariba Contract Compliance – User Guide https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/acc/contract.pdf Ariba Contract Compliance - Implementation Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/acc/contract_admin.pdf © 2011 Ariba, Inc. All rights reserved.

21. Technology – On Premise Solutions This section provides links to many helpful Ariba Guides located within Ariba Connect. All of these guides are also located in the Help section within your instance of Ariba. Ariba Buyer (9r1): Ariba Buyer – Getting Started Guide https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/all_buyer/getting_started.pdf Ariba Buyer - Configuration Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_buyer/buyer_config.pdf Ariba Buyer – Customization Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_buyer/buyer_customization.pdf Ariba Buyer Procurement - User Guide https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/all_buyer/proc_user.pdf Ariba Buyer – Catalog Administration Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_buyer/catalog-guide.pdf Ariba Analysis for Ariba Buyer – User Guide https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/reporting/analysis-buyer-user-guide.pdf Ariba Network – Buyer Administration Guide (AN 49) https://connect.ariba.com/connect/Downloads/HAA/docs/aribanetwork/en/documentation/BuyerAdminGuide/PDF/BuyerAdminGuide.pdf Ariba Invoice and Payment – User Guide https://connect.ariba.com/connect/Downloads/HAA/docs/buyer_9r1/en/documentation/invoice_and_payment/inv_pay_user.pdf © 2011 Ariba, Inc. All rights reserved.

22. Technology – On Premise Solutions Other Relevant Information: Ariba Spend Management – Setup Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/asm/setup.pdf Ariba Spend Management – Customization Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/asm/asm_customization.pdf Ariba Spend Management – Suite Integration Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/asm/aribaintegration.pdf Ariba Travel & Expense – Implementation Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/te/TandE_admin.pdf Ariba Platform Matrix https://knowledge.ariba.com/ACgo2/1,,104029,00.html Upstream Configuration Guide https://connect.ariba.com/connect/Downloads/HAA/docs/admin_9r1/en/documentation/all_ss/upstream-customization.pdf © 2011 Ariba, Inc. All rights reserved.

23. Customer Success Manager Beverly Dunn [email_address] office: 1.615.844.3474 mobile: 1.615.260.2673 © 2011 Ariba, Inc. All rights reserved.