Integration Services. Reconfiguration Services Finished-goods products configured with compatible components

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1 Integration Services Our mission: Exceed every customer s expectations with the highest-quality integration services, including complete turnkey solutions and world-class, on-time execution. Reconfiguration Services Finished-goods products configured with compatible components Target Customer End users desiring name-brand systems reconfigured to their needs Our comprehensive offering lets you request any service from simple integration to high-end configuration. Whether your customers want desktops, laptops, servers, routers, switches, security products or UNIX workstations, Integration Services delivers. Integration Services also offers you the ability to select from most of our vast inventory of finished-good SKUs to create the solutions your customers require. Reconfiguration allows you to add value to systems without the expense of maintaining facilities and personnel or the time demands of providing such a service yourself. We can even warehouse and integrate components and software that we usually do not stock. PCs And Laptops Whether you need extra memory for one system; asset tags, custom documentation and images for 1,000 systems; or something in between, Integration Services can fulfill your customization requirements. Servers Integration Services can handle any level of server configuration your customer needs. Our offerings range from simple hardware install-only configurations to multiple-device installation, RAID level setting, installation of operating systems and network applications, configuration of storage enclosures, and rack configuration and installation. All of our server orders go through a double technical review before they drop into the center to ensure that they are valid before they reach the configuration floor. IP Switches And Routers When you need customized solutions that incorporate routers and switches, turn to Integration Services. Memory, WIC, WAN card, GBIC module and IOS installations are all part of our standard networking services. Our advanced options include routing table setup, VLANs, PIX Firewall services and cable color-coding. Wireless Networking and PDAs Integration Services can assist you in preparing your equipment for the use of wireless devices. For example, we can customize the PDAs your staff uses by loading a custom logo as wallpaper or installing specific documents or software. Engineering Services Need a custom image burned onto multiple systems? You can submit an existing image or work in conjunction with Engineering Services to develop a new one. Plus, you can take advantage of our asset-management services by giving us preprinted asset tags or requesting custom ones. From these tags, we can create reports that help you track values, serial numbers, customer purchase orders, ship-to locations and other information. Warranty Reconfigured systems are backed by 30-day warranties on integration services performed by Ingram Micro. DOA systems may be returned for replacement within the manufacturer s established time limit. (Contact the manufacturer directly regarding component warranties.) All systems are shipped with full documentation. Service Level Agreements Integration Services has the flexibility required to support and manage cycle times differing from the standard five days. Our world-class IMpulse system contains built-in technology that lets us clearly identify orders by SLA codes for execution throughout the various order stages. Promise date logic is tied to the SLA logic and reflected in all ordering tools. This premium service is available on a contract basis; contact your Ingram Micro sales representative for details.

2 Integration Services Integration Services offers a host of specialized services to enhance order execution, solution performance and your post-sale relationship with your customer. Asset Tagging This service helps the end user efficiently track and manage technology assets. Ingram Micro can create, print and apply customized labels, then systematically capture any information required to meet your asset-reporting needs. We can also apply pre-printed, customer-supplied labels. Customized Kitting And Assembly Upon request, we can create special single-sku bundles containing the products and materials of your choice. Customized Material Inserts Marketing materials, help instructions, manuals, warranty information and other items can be inserted into each box we ship on your behalf. Customized Packaging And Shipping With our Personalized Delivery program, every order directly shipped to your customer can look like you shipped it yourself complete with your company logo and personal message. Customized Quality Checks And Diagnostic Testing In addition to our standard quality-control process, we can inspect every unit in an order, check individual applications on a system, or perform other tests of your choice. We can also perform burn-ins (up to 24 hours) on a system before shipment. Extended Warranties Manufacturer warranties can be extended up to three years through Ingram Micro Technology Services. Hard Drive Imaging Services Ingram Micro can create hard drive images to your unique specifications. In addition, you can choose to submit your own hard drive images to be downloaded onto your systems. In either case, we will build a prototype unit as proof that we can build a system to your specifications. Upon your approval, we will use the image to produce as many units as you need. Hardware Installation Ingram Micro will install additional hardware components in your CPUs, laptops, servers, networking solutions and other products. Software Installation Software applications can be installed onto systems from our integration network or from shrinkwrapped boxed product. We support all major software licensing programs. And because our network is continually monitored for virus contamination, you can be sure the software we supply is safe and ready to use. Third-Party Product Warehousing We maintain an inventory of non-ingram Micro product for integration into your systems. To obtain the most current listing of our Configuration Services, please contact an Integration Services team member. You can also view and print the latest fee schedule at For further details or specific requests, please contact your Ingram Micro sales representative via the Integration Services Help Line at 1 (888) Integration Services Call Center Call 1 (888) and select any of the following for assistance: Option 1: Technical support Option 2: Post-order customer service Option 4: Integration Services sales hot line 0: Sales operator 11/

3 Integration Services Key Benefits Ingram Micro Integration Services was created to be your partner in providing customized solutions. We offer you the ability to extend your offerings and capabilities by leveraging our strength and size. Here are a few of the benefits you receive when you do business with us. Financial Rewards Working with Integration Services is both convenient and costeffective. There are no fixed costs you pay according to the volume of work we perform for you. Our drop-shipping service gets solutions to your customers quickly and directly, so you save on freight and shorten your billing cycle. All the components you need to complete your solutions are available in one location, which makes purchasing easy. And because your cash and credit resources are not tied up in inventory, you have more working capital to expand your business. Outsourcing integration or configuration work allows you to bid on opportunities that are larger or more complex than those your in-house capabilities can accommodate. Ingram Micro demonstrates commitment to providing customers with these services by investing in training, infrastructure and equipment, and by maintaining ISO 9002-caliber standards of operation. Because we make these investments on your behalf, you can take advantage of world-class resources for much less than you would pay to add the same resources to your overhead. The result: You lighten your workload, increase your margins and spend more time interfacing with your customers than with your equipment. Integration Services also saves time and money through intensive technical reviews. Our technical support staff checks all the components in your order for compatibility before the order goes to the configuration center. Then, when the order is on the line, technicians weed out DOA products so you don t have to. World-Class Integration Facilities As an Integration Services customer, you can: Leverage our ISO 9002-certified integration center, staff and quality control process. Accommodate an order of any size, whether it s one unit or thousands. Use our online order entry and status tool to enter configuration orders and track orders in progress. Claim the world s largest distributor as your back room. Any product stocked in one of our warehouses can be transferred to the integration center. Access the Integration tab, and our newest addition, the Online Integration Ordering tool, at Coupled with our direct link to order status information, these services form a complete end-to-end electronic integration solution. Complete Support Every Integration Services customer enjoys the support of a designated integration team consisting of professional-level sales associates, Integration Services project managers, technical support contacts, production control representatives and other key players. Your team will help you develop end-user presentations, create quotes, and build solutions to your specifications. See the Infrastructure insert for more detailed information on the support team waiting to assist you. Plus, whenever you place an order with us, you can use at any time to track your order through all stages of integration, right up to your customer s door. And if a problem ever should arise, even after delivery, you can simply call our dedicated Integration Services support line at 1 (888) for immediate assistance.

4 Integration Services Key Benefits Benefits At A Glance Decrease product financing and shipping costs Deliver high-quality customized systems at competitive prices Enhance customer focus Increase working capital Provide your business with a competitive advantage Accept projects beyond the scope of your current resources Offer a wider variety of products and services Provide industry-leading post-sale support Reduce overhead while increasing margins Benefit from a scalable cost based on your business volume Integration Services saves you money by expediting and streamlining the integration process. We bring all the components for your solutions to our facility, complete the configuration, and drop-ship one box to your customer. When you use Integration Services, you can provide your customers with the highest level of customized equipment at a fraction of what it would cost to do the work yourself. We take care of the hands-on work so you have time to concentrate on providing strategic, world-class solutions. Because your money isn t tied up in accounts receivable and warehousing and configuration space, you have more available to invest in your business. Ingram Micro Integration Services lets you increase your service offering with little to no investment. With our multipurpose facility and trained technicians at your disposal, you need no longer pass on opportunities that surpass your configuration capacity or technical capabilities. Our state-of-the-art distribution centers, vast product selection, technical support and logistics let you give your customers more choices than ever before. Sales, technical support and customer service teams are available to answer your post-shipment questions. Paying less for customized services and support helps you earn more profit. With Ingram Micro Integration Services, you pay only for the services you need. Integration Services Call Center Call 1 (888) and select any of the following for assistance: Option 1: Technical support Option 2: Post-order customer service Option 4: Integration Services sales hot line 0: Sales operator 11/

5 Integration Services Team Complete Support As a priority Integration Services customer, you will enjoy the support of a designated integration team consisting of professional-level sales associates, Integration Services project managers, technical support leads, production control leads and other key players. Your team will help you develop enduser presentations and create quotes, and will build solutions to your specifications. Plus, whenever you place an order with us, you can use at any time to track the order through all stages of integration, right up to your customer s back door. And if a problem ever should arise, even after delivery, you can simply call our dedicated Integration Services support line at 1 (888) for immediate assistance. The following groups compose the Integration Services team: Customer You are our most important team member. We exist to serve you. We will always take the time to review the big picture so we can be sure we re doing what s best for your business. Sales Representatives And Managers Our sales representatives and managers work closely with you to understand your business and with the Integration Services team to deliver the best possible customer service. Integration Services Project Managers Whenever you discover an integration opportunity, our project managers can help you determine the opportunity s scope and develop an appropriate solution. They will then implement your project and oversee it throughout its life span, interfacing with the sales, integration center, production control, engineering, technical-support and product management teams to ensure optimum results. Should process, product, shipping or technical issues arise, the project managers will communicate them to you immediately and work with you to resolve them. Configuration Specialists Configuration specialists provide the sales team with support for all types of configurations. They also explain integration services to customers and sales representatives; develop quotes for configuration orders; help with order management; and serve as points of contact for key support areas, including production control, technical support and product management. Technical Review And Support To ensure that your integration order is fully executable, we review the build instructions for hardware and software compatibility. (Server configurations are reviewed twice: once by the integration technical support team and once by the manufacturer s technical support champion.) We will notify your integration team lead if we discover a problem. This frontend investment in order review helps us consistently maintain a 98-percent first-time pass build measurement. If unexpected compatibility issues crop up later for example, on the configuration line we will resolve them immediately. Not sure which components you need to make a particular solution work? Our technicians can help with that, too. Feel free to contact them at any time for assistance. Engineering Services Integration Services engineers prepare and test custom images you supply or create custom images on your behalf, then build prototype units to verify image accuracy and functionality. They also create custom asset tags and labels, submit examples, supply information for asset reporting, create build instructions for complex orders, and work with the technical-support team to resolve issues on the configuration lines. Project managers are also available to participate in customer visits and configuration center tours upon request.

6 Integration Services Team Line Staff Our line technicians perform the actual hands-on work of customizing your systems. All hold high-level industry certifications and are versed in proper stock-handling procedures and ISO 9002 documentation. Customer Service Representatives Ingram Micro s dedicated customer service team is ready to handle billing errors, short shipments, misshipments and other challenges relating to your order. In addition, team members will log integration-specific issues on your behalf. Inventory Control Inventory Control secures stock for specific deals, obtains inventory from other warehouses, and ensures that product is distributed and used fairly, consistently and efficiently. Product Managers Working closely with our manufacturer partners, the product management team acquires necessary inventory and secures proper pricing for strategic deals. When appropriate, the team brings inventory directly into the integration center from manufacturers. Product managers also help create proposals for certain technical specifications. Integration Services Call Center Call 1 (888) and select any of the following for assistance: Option 1: Technical support Option 2: Post-order customer service Option 4: Integration Services sales hot line 0: Sales operator Ingram Micro Financial Services Need flexible financing to help you win a deal? Ingram Micro Financial Services offers a variety of programs, including extended credit, end-user financing, leasing, lending and purchase-order financing. Discounts on Dun & Bradstreet subscriptions and reports are also available, as are merchant credit card services. Call 1 (877) for more information. 11/

7 Integration Services World-Class Facility Ingram Micro provides high-quality integration services through an ISO 9002-certified center in Millington, Tenn. This mulitfunctional integration/distribution center boasts state-of-the-art equipment and manufacturing processes and is one of the largest, most advanced facilities of its kind in the world. Our Millington megacenter is located 25 miles from Memphis, Tenn., home to the Federal Express transportation hub. This area has long served as a distribution axis because it is geographically close to 60 percent of the United States business population centers (which is why Federal Express chose it as the site of its primary United States sorting facility). Its strategic location enables Ingram Micro to provide component fulfillment and fast delivery of integrated systems. Ingram Micro Quality Integration Services technicians integrate quality into every system they build. They are trained in proper stock-handling procedures, ISO 9002 documentation, and our manufacturer partners technical specifications. All steps of the build process are recorded on the network. You receive systems built with great care and pride. Our integration center operates under the ANSI/ASQC Z1.4 quality standard. This requires at least one in every five systems to undergo a quality audit. Systems are inspected for cosmetic blemishes and put through a battery of testing modules to confirm performance. If one inspected system fails, 100 percent of the order is subject to audit. Every error is recorded and reviewed with the appropriate technicians. Every system we integrate also goes through our Vitamin C process, which runs a virus check on the system and captures a software directory tree and list of installed hardware. All this information is uploaded and maintained on our server as an electronic record of the services you have received. In addition to our own extensive quality control procedures, we can work with you to develop customer-specific quality processes. If you have unique guideline requirements, our center will make every effort to accommodate them. Engineering Services The on-site engineering department also bolsters Integration Services competitive advantage. This highly trained group lets us create first-article builds to test customer-supplied images; create and update custom images on-site; perform assetmanagement services such as asset-tag creation, placement and data capture; check compatibility on new hardware components; and run other diagnostic analyses. The team is also available to assess your needs, determine specifications and help with implementations on a contract basis. For details, please call our hot line at 1 (888) and choose Option 4 to speak to a sales specialist. Integration Services Certifications Ingram Micro has invested in obtaining and maintaining the highest levels of industry certification. Our associates have worked to obtain the following certifications for our integration facility and themselves: ANSI/ASQC Z1.4 Technical Knowledge Cisco Certified Network Analyst (CCNA) Cisco Certified Design Architect (CCDA) Cisco Certified Network Professional (CCNP) Cisco Certified Design Professional (CCDP) CompTIA A+ ISO 9002 QA Microsoft Certified Systems Engineer (MCSE) Network Systems Another feature that sets Ingram Micro s integration center apart from the competition is the high-speed network and server architecture that forms its electronic backbone. Each build station in the center is equipped to test various network topologies and operating systems, including AppleTalk, Ethernet 10/100, Novell, Token Ring, and Windows. This network design also allows technicians to download disk images directly to a computer and to simulate network environments into which the computer can be integrated. These capabilities expedite the build process and are crucial to providing end customers with out-of-the-box functionality.

8 Integration Services World-Class Facility Third-Party Product (Contract) Warehousing As part of our offering, Integration Services will warehouse customer-owned product in our configuration center for use on integration orders. Product is handled under the same security and inventory control guidelines as Ingram Micro-owned product. This allows customers the utmost flexibility when using our Integration Services. IM-Fast IM-Fast, our custom manufacturing solution, drives all processes in the integration center. Its powerful applications schedule orders, control the shop floor, and store and track customer and shipping information. IM-Fast is seamlessly connected to the IMpulse system used by our sales force. Integration Services Call Center Call 1 (888) and select any of the following for assistance: Option 1: Technical support Option 2: Post-order customer service Option 4: Integration Services sales hot line 0: Sales operator The IM-Fast system tracks every integration product through induction, hardware integration, software download, quality audit, repack and shipping. IM-Fast tightly controls all our manufacturing processes. Units cannot proceed from one phase to the next without passing stringent requirements. 11/