Platform Offering Options

Personal Systems Support Family Platform Offering Options --

++ | Figure 1 (Page 1 of 2). Platform Offering Options                 | +--+-+-+-+ |             | SUPPORT LINE    | SUPPORT LINE    | SUPPORT LINE    | |             | PER INCIDENT    | STANDARD        | PREMIUM         | +--+-+-+-+ | Fees        | $190 Per        | $4,495 for      | $29,995 for     | |             | Incident        | Unlimited       | Unlimited       | |             |                 | Incidents       | Incidents       | |             |                 | ($4,050 with    | ($28,645 with   | |             |                 | certification)  | certification)  | +--+-+-+-+ | Support for | Not Applicable  | Priced Per      | All products    | | Additional  |                 | Product Added   | are included    | | Products    |                 |                 |                 | +--+-+-+-+ | Support     | 8 AM to 5 PM    | 8 AM to 5 PM    | 24 X 7          | | Hours       | Customer Time   | Customer Time   | (excluding      | |              | Zone - Monday   | Zone - Monday   | Christmas Day)  | |             | through Friday  | through Friday  |                 | |             | (excluding U.S. | (excluding U.S. |                 | |             | national        | national        |                 | |             | holidays)       | holidays)       |                 | +--+-+-+-+ | 24 X 7      | $260 Per        | $1,575          | Included        | | Coverage    | Incident        | additional      |                 | |             |                 | ($6,070 total   |                 | |              |                 | includes the    |                 | |              |                 | base operating  |                 | |              |                 | system)*        |                 | +--+-+-+-+ | Priority    | Not Applicable  | $4,995          | Included        | | Handling    |                 | additional      |                 | +--+-+-+-+ | Customer    | Not Applicable  | 2 primary / 2   | 6 primary / 6   | | Contacts    |                 | alternates      | alternates      | | Included    |                 |                 | (includes 2     | |              |                 |                 | primary and 2   | |              |                 |                 | alternates for  | |              |                 |                 | extended hours  | |              |                 |                 | coverage)       | +--+-+-+-+ | Additional  | Not Applicable  | $2,995 each     | $2,995 each     | | Customer    |                 |                 |                 | | Contacts    |                 |                 |                 | +--+-+-+-+ | Multivendor | Not Applicable  | $1,995          | Included        | | Coordination |                | additional      |                 | +--+-+-+-+ |             | SUPPORT LINE    | SUPPORT LINE    | SUPPORT LINE    | |             | PER INCIDENT    | STANDARD        | PREMIUM         | +--+-+-+-+ | Monthly     | Not Applicable  | Included        | Included        | | Activity    |                 |                 |                 | | Reports     |                 |                 |                 | +--+-+-+-+ | NOTE: * The charge for Extended Hours Coverage includes the       | | OPERATING SYSTEM ONLY. 24 X 7 coverage for each additional       | | product is subject to a 35% premium of the cost of support for    | | that product, on a product-by-product basis, and must be added to | | the base charge. | |                                                                   | | A 10% discount will apply for multiple purchases of either Support | | Line Standard or Support Line Premium. Discounts do not apply to | | optional charges. | ++

Personal Systems Support Family Fees PERSONAL SYSTEMS FORUM


 * Forum - No charge
 * IBM TalkLink  Fee  -  $18  per  month (plus one-time registration charge of $15)

PERSONAL SYSTEMS TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM

o  Single copy - $59

o  Annual Subscription - Quarterly updates $119

o  Annual Subscription - Monthly updates $299

PERSONAL SYSTEMS CONSULT LINE, PER HOUR (MINIMUM OF 1 HOUR)

$240

IBM HOUSE CALL, PER HOUR (MINIMUM OF 2 HOURS)

o  Hourly - $170

o  2 - 19 Hours - $170 per hour

o  20 -99 Hours - $155 per hour

o  100+ Hours - $140 per hour

CUSTOMER APPLICATION ASSISTANCE, PER HOUR

$240

DESKTOP APPLICATION SUPPORT

o  $64 per Incident

o  $600 for 10 Incidents

TECHNICAL SOLUTIONS

Annual Subscription - $50

Personal Systems Support Family Single User Services Options --

++ | Figure 2. Single User Services Options                            | +--+-+-+-+ |             | SINGLE INCIDENT | SINGLE INCIDENT | UNLIMITED       | |             | - 800 #         | - 900 #         | INCIDENTS       | +--+-+-+-+ | Contract    | Single Incident | Single Incident | Annual          | | Period      |                 |                 |                 | +--+-+-+-+ | Fees        | $45.00 Per      | $2.00 Per       | $179.00 Per     | |             | Incident        | Minute, $50     | Year            | |             |                 | Maximum Per     |                 | |             |                 | Incident        |                 | +--+-+-+-+ | Standard    | OS/2 & DOS      | OS/2 & DOS      | OS/2 & DOS      | | Products    |                 |                 | (limited        | |              |                 |                 | product set)    | +--+-+-+-+ | Extended    | N/A             | N/A             | N/A             | | Products    |                 |                 |                 | +--+-+-+-+ | Support     | 8AM to 5PM      | 8AM to 8PM      | 8AM to 5PM      | | Hours       | Customer Time   | Eastern Time -  | Customer Time   | |             | Zone - Monday   | Monday through  | Zone - Monday   | |             | through Sunday  | Sunday          | through Sunday  | |             | (excluding U.S. | (excluding U.S. | (excluding U.S. | |              | national        | national        | national        | |              | holidays)       | holidays)       | holidays)       | +--+-+-+-+ | 24 X 7      | N/A (Customer   | N/A             | N/A             | |              | can purchase    |                 |                 | |              | platform 24 X 7 |                 |                 | |              | Single Incident |                 |                 | |              | if required)    |                 |                 | +--+-+-+-+ | Priority    | N/A             | N/A             | N/A             | | Handling    |                 |                 |                 | +--+-+-+-+ | # of        | N/A             | N/A             | Single User,    | | Contacts    |                 |                 | Single License  | +--+-+-+-+ | Multivendor | N/A             | N/A             | N/A             | | Coordination |                |                 |                 | +--+-+-+-+ | Monthly     | N/A             | N/A             | N/A             | | Activity    |                 |                 |                 | | Reports     |                 |                 |                 | +--+-+-+-+