MobileDevices Q Creating Cases Cases as of 7/1/2010 Total from Last Week Cases Created, Year Ago to Date Average Per Day Now Year Ago Change this week 4.3 1.6 173% last 3 months 2.4 1.4 74% last 12 months 2.2 1.9 16% 118 44 Actual Per Day, Last Week vs Qtrly Average 72 76 10 64 70 70 70 6 58 57 58 8 7 44 47 48 49 Last Week 6 4 3 3 Avg This Q 2 0 09 10 10 09 10 09 09 09 09 09 10 10 09 10 - - - - - - - - - - - - Mon Tue Wed Thu Fri Jul Oct Apr Jun- Jan Jun- Mar Feb Nov Dec Aug Sep May May * latest month is month-to-date The Queue Calendar Age of Open Cases Currently Pending Last 12 Months Last 3 months Last Week 100 100 100 14 50 50 50 11 10 4 2 1 1 1 1 1 2 2 more 10 7 4 1 13 11 9 7 5 3 1 7 6 5 4 3 2 1 months ago weeks ago days ago Time Since Last Activity of Any Kind, in Cases that are currently Open Last 12 Months Last 3 months Last Week 100 100 100 50 50 50 14 14 9 1 4 more 10 7 4 1 13 11 9 7 5 3 1 7 6 5 4 3 2 1 months ago weeks ago days ago Closing Cases Estimated Pending Queue over the last six months more than 7 days 80 70 43% 60 3 to 7 days 50 40 25% 30 < 3 days 20 10 37% 0 (over the last six weeks) 1/7 1/21 2/4 2/18 3/4 3/18 4/1 4/15 4/29 5/13 5/27 6/10 6/24 Net change in Q over six months: -4 Prepared by Rob Smyser 7/1/2010 Page 1 MobileDevices Q Cases as of 7/1/2010 Time Worked SyncML This Month SyncML Cases Created TimeWorked on SyncML cases 4.5 4 SyncML cases are software distributions to end-users. 4 TimeWorked per SyncML case is nominally five (5) minutes 3.5 3 3 3 3 5 3 2.5 2 2 2 1.5 1 1 1 1 1 Total Minutes 1 0.5 0 4 5 6 7 9 1 2 3 5 10 11 12 * latest month is month-to-date 2009 2010 Help Cases This Month Average TimeWorked Per Case TimeWorked on Help cases 41 45 Average Per Day Now Year Ago Change 40 this week 17.0 81.9 -0.8 35 last 6 weeks 27.833 59.2 -0.5 29 30 last 3 months 15.3 45.3 -0.7 7 25 last 6 months 19 41.2 -0.5 17 20 last 12 months 38.0 38.4 0.0 13 11 12 15 8 Average Min. Per Case 7 7 10 4 1 2 5 0 7 8 9 1 2 3 4 5 6 10 11 12 * latest month is month-to-date 2009 2010 Total TimeWorked Per Month 3500 2,935 3000 2500 2000 1,327 1500 809 790 850 765 835 1000 620 415 255 500 75 125 0 7 8 9 1 2 3 4 5 6 10 11 12 2009 2010 Prepared by Rob Smyser 7/1/2010 Page 2 MobileDevices Q Cases as of 7/1/2010 Device Platforms Blackberries this month Distribution across platforms, as a percent of the total 100% 90% Symbian 80% Other 19 70% Data Card 60% Palm OS 50% N of Tickets 40% Android 30% WebOS 20% Windows Mobile 10% iPhones Blackberry 0% 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 iPhone 0 2 2008 2009 2010 Distribution across platforms, Actual N of Tickets 140 N of Tickets Symbian 120 Other 100 Data Card Windows Mobile 80 Palm OS 60 Android 40 WebOS 0 20 Windows Mobile 0 Blackberry iPhone N of Tickets 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 0 2008 2009 2010 iPhone Windows Mobile Data Card 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 19 20 20 15 20 15 15 15 9 9 9 8 9 9 10 6 10 10 4 5 4 3 4 4 3 1 2 1 5 2 1 1 2 5 1 5 0 0 0 09 09 10 09 10 09 10 10 10 10 10 10 10 10 10 10 09 09 09 09 09 09 09 09 09 10 09 10 10 10 10 10 09 09 09 09 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Jul- Jul Jul- Oct- Apr Oct Apr Jan Jun Jun- Jan- Mar Mar Feb Feb Oct- Apr Aug Sep Nov Dec Nov Dec Aug Sep Jan Jun- May May Mar Feb Nov Dec Aug Sep May Prepared by Rob Smyser 7/1/2010 Page 3 MobileDevices Q Cases as of 7/1/2010 Device Platforms and Device fields, by month The most recent month is at the left, to fit all this onto the page data exists case Count of CaseID Year Month 2010 2009 Platform Device 6 5 4 3 2 1 12 11 10 9 8 7 6 0 0 22 18 13 20 25 20 20 22 40 17 9 4 6 BlackBerry 4 1 iPhone 1 Apple iPad 1 Palm Pre 1 Android 1 iPod Touch Storm 9530 1 Verizon BlackBerry Bold & BlackBerry 8900 BlackBerry 9530 Storm T-Mobile BlackBerry - SyncJe Mobile Devices.. iPhone 0 4 5 4 1 2 4 1 3 2 2 iPhone 10 1 2 2 6 3 2 3 iPhone 3GS 2 2 2 1 1 1 4 1 1 iPhone 4 2 iPhone 3G 3 1 1 2 4 3 2 Apple iPad 2 1 1 iPod Touch 1 1 1 1 Apple iPhone 1 iPhone OS 1 iPhone 3G S 1 VZW to iPhone Migration 1 Apple iPhone & iWork iPhone 3G (16g) Apple iPhone EDGE 16G Original iPhone Blackberry 0 13 21 25 18 5 5 26 30 12 19 12 2 7 8330 1 1 1 1 3 8830 1 1 1 3 2 8900 1 1 2 9000 1 2 1 9530 9630 1 BlackBerry 14 3 3 3 7 3 2 3 5 3 9 2 2 BlackBerry 9630 4 2 1 5 1 2 1 BlackBerry 8530 4 1 BlackBerry 8350i 1 1 1 1 1 BlackBerry 9650 9 BlackBerry 8330 5 2 1 2 1 3 3 BlackBerry Pearl 1 BlackBerry 9550 2 1 3 1 BlackBerry 9700 8 1 3 2 1 1 2 BlackBerry 9530 1 1 1 BlackBerry 9000 2 Curve 8350 1 BlackBerry MVS 1 BlackBerry Tour 1 3 3 Storm 1 1 8350i 1 Tour 9630 2 1 1 1 BlackBerry 8830 1 5 2 4 1 1 2 2 1 Curve 8330 1 2 Samsung Saga 1 BlackBerry 8900 1 1 1 2 1 2 BlackBerry 8520 1 BlackBerry 8310 1 1 1 BlackBerry Curve 1 3 4 Bold 9000 1 BlackBerry Storm 1 Nextel 8530i 1 8830 World Edition 1 Storm 9530 2 BlackBerry 8320 1 1 BlackBerry 9730 1 Tour 1 BlackBerry Bold 1 2 3 Curve 8330m 1 BlackBerry Nextel 1 Curve 8900 1 Pearl 8120 World 8830 8230 Pearl World Edition 8830. Blackberry ???? World Edition 8830 Bold 9000 and 8330 BlackBerry Curve 8330 9000 Bold 8830 World Phone Blackberry Storm 9530 Blackberry 8830 World Phone Blackberry 8330 (Curve) Blackberry 8330 (Verizon) BlackBerry 8130 BlackBerry 8700 BlackBerry 8100 BlackBerry /MAC Verizon 8330 BlackBerry 7100i Verizon BlackBerry 8830 Windows Mobile 0 1 2 1 2 HTC Touch Pro 2 2 Palm Treo 1 Saga 1 2 Treo Pro 1 1 data exists case Count of CaseID Year Month 2010 2009 Platform Device 6 5 4 3 2 1 12 11 10 9 8 7 6 Windows Mobile Samsung Saga 1 2 1 1 Samsung Omnia 1 HTC Tytn II 2 BlackBerry Storm 1 Verizon XV6800 1 1 1 Motorola Q 1 HTC Touch Pro 1 2 2 Touch Pro 2 1 HTC Ozone 1 1 VX6800 1 AT&T Tilt 1 Samsung Omni 1 Sprint HTC Pro 1 Verizon SMT5800 1 Palm Pro HP iPaq 111 Treo 850 x6800 Verizon SMT-5800 SMT5800 Treo 700wx HTC Fuze Verizon Treo 700wx T-Mobile Dash ATT Tilt Verizon XV6900 Verizon Treo 700w Treo 800w Samsung i760 T-Mobile SDA Sprint Mogul Treo 750 WebOS Palm Pre Plus 1 Android 0 2 1 HTC Incredible 1 HTC Incrediable 1 Android 1 1 1 Motorola Droid 1 1 1 2 DROID 1 HTC Hero 1 Palm OS 0 1 Palm Pre 1 Palm T|X 1 Palm 700p 1 Palm Tungsten E 1 Palm T/X 1 Palm Treo 650 1 Palm OS 1 Palm Centro 1 Treo 700p Paml T|X Treo 650 Treo 755p Palm Treo 755p Palm TX Palm Treo 700p Treo 755p (Verizon) Data Card 0 1 Option Wireless Card Other 0 1 Palm Pre 1 1 Pre 1 Samsung Katalyst Samsung Instinct Symbian 0 Nokia Nokia N95/N96.