Ingram Micro Service Network (IMSN) Overview

110801_1Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

Ingram Micro Service Network(IMSN) Overview


Purpose of this presentation This presentation is designed to give a high level overview of

IMSN. This should be shared within your organization to those that are unfamiliar with the network, and can also be used to present your organization’s service capabilities to customers. Case studies are also available for you to share.

Ingram Micro Service Network | IMSN


Competitive Differentiator to win more business Expand Technical Competency Extend Geographic Reach Minimize risk & cost of new technology/markets Easy, safe, high quality service delivery for any

stage of an IT asset’s lifecycle Increase your own Profitability

IMSN | Value Proposition


Certain comments made in this presentation may be characterized as forward looking under the Private Securities Litigation Reform Act of 1995.

Those statements involve a number of factors that could cause actual results to differ materially.

Additional information concerning these factors may be found in the Company’s 2011 Annual Report on Form 10-K and the Company’s Q3 Quarterly Report on Form 10-Q under “Item 1A” and in future filings with the SEC. Copies are available from the SEC, the company website or Ingram Micro Investor Relations.

Forward-Looking Statement


Ingram Micro: A World Leader In IT

*As of fiscal year 2011

30+ years experience in IT distribution

The world's largest provider of technology products and services

2011 annual revenues: $36.3 billion* Approximately 15,500 associates* Customers in approx. 145 countries* 105 distribution centers worldwide* Operations in 25 countries No. 81 on 2012 Fortune 500 list Diverse capabilities in complementary

adjacencies and services Only global broad-based IT distributor

with significant, multi-country Asia-Pacific presence

Global corporate responsibility focus


The Integral Bridge Between Vendors And Resellers…

VARs: SMB, Enterprise & Government

More than 1,300 Vendors | More than 190,000 Resellers

Ability to combine a wide array of technologies and products to create the optimum complete solution

eTailRetail

Sales and MarketingFinancing

Technical Support

Inventory ManagementVendor RelationsManaged Services

http://www.cisco.com/en/US/hmpgs/index.html


Ingram Micro is committed to be a corporate citizen, one whose practices are good for our communities, environment, associates and business.

Our corporate responsibility objectives include: Our Environment: Lead as an accountable

corporation minimizing our company’s impact on the environment.

Our Communities: Be a positive influence in the communities in which we work and live.

Our Workplace: Maintain a rewarding, respectful and safe workplace for all associates.

Corporate Social Responsibility

The world is not just where we do business – its where we live, play and raise our families.


North American services network that delivers onsite and professional IT services Composed of top-tier solution providers Members design, deploy, and support technology products

and services

Support for the full lifecycle of an IT Asset

What is the Ingram Micro Service Network (IMSN)?


Ingram Micro provides the infrastructure to support this “Platform for Partnership” Contractually protected environment

• Umbrella Non-compete & Confidentiality Agreements The IMSN Team

• IMSN Dispatch• Service Engagement Managers• Quality Control & Member Compliance resource

Web-based service management tool• On-line partner search and dispatching system• Support both US and Canadian currency

Billing mechanism• Flexible labor rates negotiable between two partners• Automated, on-line work order approval• Billing to partner’s net terms account with Ingram Micro

IMSN Partnership Infrastructure


“Platform for Partnership” Enables solution providers to partner with one another

for professional services delivery Help grow their business

• Existing and new customers• Multiple categories and verticals • All geographies of North America

By partnering with IMSN, Solution Providers • Increase their economies of scale• Enjoy flexibility and scalability of technical labor resources • Reduce service delivery costs

What is the Ingram Micro Service Network (IMSN)?


Support for cross-border and international transactions Service billing in local country’s currency Nightly currency conversion Labor rates determined by country where work is

performed Monthly membership transaction fees billed in Canadian

dollars Automated billing to Canadian members’ IMpulse accounts

IMSN Coverage : U.S. and Canada


IMSN | Member Reach


Over 600 solution providers with advanced service infrastructures and technical capabilities Over 6,000 certified service professionals in 800 metropolitan markets

across North America Extensive technical delivery capabilities

From desktop / server / printer support and basic networking to…

Storage / Content Management Wireless / Mobility VoIP, IP Surveillance, Convergence Security DC / POS Digital Signage Virtualization System Integration Services

IMSN | Resources


Serves as foundation for VAR partnerships in IMSN Enhanced Functionality and Ease of Use

Web-Based On-line Work Order Approval & Billing “Self-Service” - Multi-Level Member Access and Administration Support of Canadian Currency On-Line Member Profile Administration Geo match search capabilities at the company level, based on

technical capabilities and skill sets Assign service cases to one, many or all!

Cloud-based Dispatch Platform


Document and view the transaction via the Online Portal

Current and Archive Record keeping Detail the communication strings during

engagement Upload and store attached SOWs, Change Orders,

Installation check-lists, sign-off docs, etc. to the specific work order

Simplified and centralized billing management

Why Use a Hosted Dispatch solution?


Unique Solution-Provider-Delivered Service Model Investment in infrastructure and training Understand importance of building and maintaining customer

relationships Vertical market expertise and local market knowledge

Quality Professional, business-grade solution providers -- not freelance “hired

guns” SLA-driven model with oversight by the IMSN Dispatch team Quality and compliance subcommittees End-user customer satisfaction surveys

Consistent Service Delivery Standardized pricing – pre negotiated rates w/ flexible pricing

capabilities Billing and invoicing controls throughout transactions

What Sets Our Members Apart?


Access to Industry-Leading Technology Expertise and Service Capabilities Not simply break/fix service for desktops and peripherals Pre- and post-sales professional and consultative services Solution providers sell and support leading-edge technology

solutions Technology experts identified within the following in-demand skill

sets: Server and Networking Technologies Digital Signage Health Care Security Virtualization Web Security Unified Communications High Performance Computing



Customer Satisfaction Customer-satisfaction surveys on all cases within 72 hours

of completion Servicing partners are measured on

• Response time,• Technical capabilities• Professionalism• Communication

Service Providers must maintain a minimum satisfaction rating of 4.5 (on a 1-5 scale)

IMSN consistently scores on par with, or above, the national average satisfaction ratings



Benefits: Expand your services practice nationally and internationally All transaction are documented for record keeping purposes All partners complete activity under the strict non-

disclosure and non-compete protections Eliminate A/R and A/P setup and processing between

partners IMSN Dispatch to support internal “dispute arbitration”

amongst partners Roll-out multi-location / multi-party projects more efficiently Potential for case studies / success stories in Ingram Micro

and industry publications Efficient support of your end user customers Effective and efficient project management processes

IMSN Program Benefits


Allows you to control costs and test out new technologies without investing in the up-front infrastructure

Win additional business by being identified as a technology expert within the IMSN

Fortune 100 infrastructure to support VAR needs Contractually protected environment IMOnsite web-based software platform IMSN team of resources (the human element)

100-percent channel-focused IMSN members can be leveraged by non-members, with

the same protections and processes in place!

IMSN Program Benefits Continued


Interested IM Partners complete and return Program Agreement, Partner Profile, and NDA to IMSN Dispatch team

IMSN Dispatch team creates profile in online dispatch portal IMSN members update profiles in the dispatch portal detailing:

Company level authorizations Individual certifications Geographic areas of coverage

Lead partners submit service requests and assign them to service partners IMSN Dispatch also available to assist dispatching service requests

Service partners follow SLA’s for responding to, dispatching and closing service requests

IMSN Workflows


Upon validation of completion, Ingram Micro processes debits and credits to IMSN members terms accounts

IMSN Dispatch surveys end users to complete customer satisfaction surveys

IMSN Workflows Continued


Typical IMSN Service Requests Site surveys and assessments Multi-site deployments Installation / On-site configuration Large implementation, upgrade, or refresh projects Ad hoc break/fix service incidences Scheduled / preventative maintenance Specialized and advanced technologies

When IMSN Comes in Handy

Flexibility for all service opportunitiesOne site at a time vs. hundred of sites

One hour of service vs. dozens of hoursOne body per location vs. handful of techs


IMSN Dispatch Staffed 8am – 5pm EST, Monday – Friday Supervisory support after hours and on weekends

IMSN Business Development Managers Resources available to help you win business Help train internal organization on the value of IMSN

Project Deployment Services Assistance with large scale rollouts

New Member Conference Calls Fourth Thursday of each month 2:00pm ET / 11:00am PT

Dispatch Portal Training led by IMSN Dispatchers

IMSN Support & Resources


IMSN Business Development Kit

Information and Resources to help you build a Professional Services Practice at: www.ingrammicro.com/professionalservices

White Labeled Collateral: IMSN presentations Case studies Marketing Collateral

Online Dispatch Portal accessible at:https://imonsite.ingrammicro.com


IM Professional Services

Ingram Micro Services NetworkIM brokered solution provider networkStandard hourly rates for labor services

IT Staffing ServicesPermanent or temporary positionsFlexible Staff Augmentation Solutions

IT Asset Disposition ServicesSecure and responsible disposal Removes liability for information

Onsite Professional ServicesCategory and Vendor Specific ServicesSKU’s and Customizable SOW’s

Ingram Micro Training AcademyClassroom or Online – guaranteed to runCan be resold to end users

3rd Party Warranty ServicesPrivate label product protectionVariety of Coverage Options

Remote System Admin ServicesSave a truck rollOutsource support and development

System Integration ServicesCompliment Cloud Services salesCustomizable to end-user environments


Professional ServicesTalia Love - market account [email protected] | x67247

Brad Banas - market account [email protected] | x66686

Sean Herrington - imsn dispatcher [email protected] | 1(800)235-4128

John Redman – mgr. of professional services operations [email protected] | x67014

Information | Support | OrderRefer to the following websites:www.ingrammicro.com/professionalservices | www.ingrammicro.com/imta Contact Professional Services team [email protected] | [email protected]

IMTAMichael Beach - market account [email protected] | x66630

Jamie Kline - market account [email protected] | x65115

1(800) 456-8000

Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission. 110801_28

Ingram Micro Service Network (IMSN) Overview

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