Service Description Dell ProSupport Point of Need Service Introduction Dell is pleased to provide Dell ProSupport Point of Need services (the “Service(s)”) in accordance with this Service Description (“Service Description”). Your quote, order form or other mutually-agreed upon form of invoice or order acknowledgment (as applicable, the “Order Form”) will include the name of the service(s) and available service options that you purchased. For additional assistance or to request a copy of your service contract(s), contact Dell Technical Support or your sales representative. The Scope of This Service The Services provide Customers with telephone support for quick and easy answers to common questions about Dell’s Supported Products* as part of the Dell ProSupport Point of Need suite of services. Services include help with Software (application and OS support), Networking (networking and wireless support), Third Party (troubleshooting and collaborative support), Virus Remediation (virus and spyware support and remediation), Data (data migration, backup and file transfer support) and Security (protected PC support) for Supported Products on a per incident basis, as set forth on Customer’s invoice. Available Services Description of Support Software (Application & OS Support) Help with operating system (OS) installation and configuration support and additional assistance with questions or issues on common applications including accounting software, productivity suites, databases and utilities. Basic installation of most 3rd party software. Complete list of comprehensive support: http://i.dell.com/sites/doccontent/shared- content/services/en/Documents/ProSupport- Comprehensive-Software-Support-List-Enterprise- and-End-User.pdf Networking (Networking & Wireless Support) Help setting-up and/or diagnosing peer-to-peer wireless and ethernet networks Third Party (3rd Party Troubleshooting & Collaborative Help troubleshooting select 3rd party software, printer Support) hardware and peripheral hardware. Complete list of collaborative support: http://i.dell.com/sites/doccontent/shared- content/services/en/Documents/prosupport- collaborative-software-assistance-list-enterprise-and- end-user.pdf Virus Remediation (Virus/Spyware Support) Help troubleshooting and remediating most virus and spyware Data (Data Migration, Backup & File Transfer Support) Help copying data from one hard drive to another and data migration from one system to another. Formatting and preparing drive receiving data transfer to operate in host system. Help backing up customer data from Dell PC to customer owned external media. Help using software utilities to recover missing or corrupt files wherever possible. (Some files may not be recoverable.) © 2014 Dell Inc. Dell ProSupport Point of Need Services v 1.1 Page 1 of 10 Security (Protected PC Support) Help with basic configuration and installation of key security software (purchased separately by Customer). Help with installation and configuration of security software and help setting up virus scans and personal firewalls. A. Support Services This service provides technical phone support during the hardware warranty period applicable to Customer’s Supported Product(s). Support can be purchased on a per incident basis. This service includes: • Telephone support services, during local business hours excluding local national holidays to Dell’s global expert center staffed by senior-level analysts for troubleshooting assistance of software issues. • A single diagnostic event of remote troubleshooting assistance for common support issues in accordance with the table above on page 1 listing the available services and description of support, when available and with Customer’s consent, in which Dell technicians connect directly to your system over a secure internet connection to expedite troubleshooting. • Support is determined on type of the issue. This is established by the technical support agent at the time of the Customer’s call. Below are the two types of issues covered in this Service Description: Dell ProSupport Point of Need Services ProSupport Point of • SW purchased either on the box or via 3rd party reseller Need Service for • Specific application support functions : Install/uninstall upgrades, Simple Software Support How to, Reinstall to factory settings • Coverage for common internet browsers, email programs, productivity applications, personal finance, picture & movie editing. e.g. Adobe Photoshop, MS Office, QuickBooks, Adobe Acrobat. • Includes wired or wireless networking setup from box to network. • “How to” assistance for Data Backup, Migration, and File Transfer • OS Support: Data Backup Operating System Re-Install Parallel Installation, Help With Maintenance & "How To" Support, Windows Vista Advanced Config, PC Restore /OSRI with Data Loss, Windows 7 Advanced Config, Help Installing/ Upgrading & Setting up XP/Vista OS • Internet access/Email support: MS Internet Explorer, Browser Conflicts/ Compatibility, E-mail Service Set up/ Tutorial, MS Outlook / Express • Support with Printer/Fax/Scanner connected to PC ProSupport Point of • Assist with remediation of viruses, spyware, malware and rootkits on the Need Service for Anti computer Virus/Malware • Repair any operating system issues (boot issues, blue screens, etc.) Support • Apply system tweaks and modifications • Perform operating system critical updates • Test operating system for proper functionality • Provides tips to help prevent future infections • If unable to fix issue using above methods, tech will walk customer through OS reinstall © 2014 Dell Inc. Dell ProSupport Point of Need Services v 1.1 Page 2 of 10 B. Service Procedures & Dell Responsibilities Receiving Support. Customer, or persons authorized by Customer, should call Dell Technical Support to receive support. A Dell technician will ask for Customer’s order number, relevant hardware and software brands, and model or version numbers. To receive Services, Customer must confirm that Customer (a) has full access to the hardware and/or software that is the basis of the problem, and (b) has completed a back-up of any software or data that may be impacted by the Supported Product. Step One: Call for Assistance • For telephone support requests, contact Dell Technical Support. Local telephone support numbers are available at www.support.dell.com. • Call from a location which includes physical access to the Supported Product. • Provide the Service Tag number and other information as requested by the technical support agent. The analyst will verify Customer’s Supported Product, applicable Service Description and confirm any expiration of Services. Step Two: Assist with Phone-based Troubleshooting • When requested, identify error messages received and when they occur; what activities preceded the error message; and what steps Customer has already taken to attempt to solve the problem. • The technical support agent will work with Customer through a series of troubleshooting steps to help diagnose the issue. Order Number. Customer must maintain the confidentiality of the order number provided by Dell in connection with these Services. Dell is not responsible for unauthorized use of a Customer’s contract or order number. Spyware/Virus Remediation. Customer acknowledges that alteration or remediation of some spyware and virus programs may impair the performance of certain programs. In addition, altering or removing such programs may be restricted by certain software licenses. It is Customer’s responsibility to examine such licenses and to ensure that the procedures performed as part of these Services will not affect these licenses, or, if they do, that the effect on such licenses or system performance is acceptable to Customer. Customer further acknowledges that these Services cannot guarantee that additional spyware and viruses will not return to or appear on a Customer’s system after Services have been rendered. Given the increasing complexity of anti-malware/virus remediation activities, and the variety of problems that can arise as a result of the introduction of malicious code, Customer acknowledges that Dell’s performance of this Service does not provide any guarantee that there will be no malware present after the Service has been performed. Dell expects its customers to employ protective software, such as anti-virus/anti-malware software and firewalls, to protect its own network and systems against unauthorized access and the automated spread of malicious software. Copying of Files. Dell is not permitted by law to copy pirated or copyrighted materials. Customer acknowledges that Customer owns the copyright or has a license to make copies to all of the files on their system and that Customer does not have any files on their system which would cause Dell to be liable for copyright infringement if those files were copied by Dell as part of the Services, including but not limited to, music files, motion picture files or photographic files that are subject to copyright restrictions. Customer accepts responsibility for, and agrees to indemnify and hold Dell harmless from, any and all liability, damages, claims or © 2014 Dell Inc. Dell ProSupport Point of Need Services v 1.1 Page 3 of 10 proceedings arising out of Customer’s failure to remove any such files from their system prior to calling Dell for Services. Collaborative Assistance If a problem arises with certain third-party products and software commonly utilized in conjunction with Customer’s Supported Product, Dell will serve as a single point