© 2009 Netezza, Inc. All rights reserved ConfidentialMay 7, 2023 Page 1

Netezza Customer Support

Contents

• Netezza Customer Support

• About Netezza Customer Support/Easy to Do Business With

• Netezza Customer Support High Touch Program

• Netezza/Omega NZCare Program

• Benchmarking Against the Competition

• 2009 Industry Awards

Page 2

Netezza Customer Support• 3 Groups

> Technical Support – Incident Response Center> Marlborough (MA), Japan, India (contractors), and Poland (contractors)

> Technical Account Management (TAM) and Educational Services> Installation

• App. 50 Employees across all 3 groups

• Support will handle about 12,000 Incidents this year> Many Incidents are “adaptive” - problems that don’t have simple resolutions

or have a number of possible resolutions. In these cases, it is up to the Netezza support professional to determine the best resolution based on numerous considerations including the customer’s application and performance.

Page 3

About Netezza Customer Support• Complex Support Environment

• Easy To Do Business With – Customer Support makes it uncomplicated for the Customer

• On-Time installation

• Relentless Customer Advocacy

• A single support contract that covers everything, including Technical Account Management help for Customers who need it

• A knowledgeable Technical Support Engineer who responds quickly to incidents and takes full responsibility for resolution

Page 4

What does Easy to Do Business With mean?This is what we see in our Incident Response Center

Page 5

Netezza Customer

Service Partner

Sales Proof of Concept

POC

Integration Partner

Software OEM

Hardware OEM

Netezza Incident

Response Center

Level 2

Level 2

Level 2

Level 1

Level 1 & 2

V

Development Partner

Hardware

Legacy Platform

Legacy Host

New Platform

New Host

Special Storage Solution

Dispatch & Manage H/W Vendor 1 Site

Call

Dispatch & Manage H/W Vendor 2 Site

Call

Dispatch & Manage H/W Vendor 3 Site

Call

SoftwareIndeterminate

ConsultingNPS Platform

Development Issues

Integration Issues

Application Issues

Development Engineering

Integration Partner Support

Application Partner Support

Triage

Triage

Triage

Sales POC Issues

Development EngineringTriage

Level 1 & 2

Level 1 & 2

This is what our Customer’s see!

Page 6

A major theme throughout our last Relationship Survey was ease/easy – as in Easy to Do Business With, Ease of Use, Easy to Work With, etc.. These terms were used by our Customers 37 times (35 times as a positive

attribute) in responses to the Relationship Survey.

Netezza Customer Support High Touch Program

Page 7

Netezza/Omega NZCare ProgramCustomer Surveys

Page 8

Customers

Key AccountSurvey

Relationship Survey

Transaction Surveys

Annual Phone SurveyDecision (to buy) Makers

Semi-annual Phone SurveyHigh Level Development& Operational Contacts

Monthly TAM, Tech Support,& Install Surveys

(Network & Phone)

NZCare - Netezza Top Down Surveys

Page 9

Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Satisfied Web Submitted Case Surveys

Page 10

The Case Overall

Time to Respond

Time to Resolve

Effectiveness/Completeness of Solution

Technical Knowledge of Representative

Customer Service Skills of Representative

Peer Group Industry NetezzaFY2009

NetezzaFY2010

88%

84%

79%

80%

85%

86%

78%

81%

73%

75%

82%

83%

99.32%

99.32%

95.59%

96.94%

98.63%

99.66%

98.41%

99.21%

96.02%

96.83%

98.41%

100%

Netezza FY2009 covers all Omega Surveys for customer incidents that occurred between February 2008 and January 2009. Netezza FY2010 covers all Omega Surveys for customer incidents completed between February 2009 and November 2009.

Page 11

Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Very Satisfied Web Submitted Case Surveys

The Case Overall

Time to Respond

Time to Resolve

Effectiveness/Completeness of Solution

Technical Knowledge of Representative

Customer Service Skills of Representative

Peer Group Industry NetezzaFY2009

NetezzaFY2010

53%

55%

53%

57%

57%

61%

46%

50%

45%

49%

52%

57%

69.42%

75.00%

63.39%

65.65%

66.21%

78.62%

71.71%

73.41%

64.54%

62.30%

67.06%

77.20%

Netezza FY2009 covers all Omega Surveys for customer incidents that occurred between February 2008 and January 2009. Netezza FY2010 covers all Omega Surveys for customer incidents completed between February 2009 and November 2009.

2009 Netezza Customer Support & Manufacturing Awards

Page 12

Customer Support, TAM, Installation,and Sales won 2009 Omega NorthFace Awards

Customer Support won 2009 Best Practices Awardfor Best Use of Metrics & Business Intelligence (SMB)

Installation won CY2009 Award forBest Support Team

Customer Support won CY2009 Award forBest Support Department

Customer Support won CY2009 Silver Award forBest Customer Strategy

Customer Support won 2009 Star Awardfor Best Complex Application Support (SMB)

Manufacturing was short listed for 2009Strategic Manufacturing Award for Operational Excellence

Netezza Customer Support was also a finalist for the SSPA Service Excellence Award for Emerging Business Support, 3 American Business Awards, and 1 International Business Award.