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  1. October 25, 1995
  2.  
  3.                     Personal Systems Support Family
  4.  
  5.                        Platform Offering Options
  6.  ----------------------------------------------------------------------
  7.  
  8.  
  9.  
  10.  +--------------------------------------------------------------------+
  11.  | Figure 1 (Page 1 of 2). Platform Offering Options                  |
  12.  +--------------+-----------------+-----------------+-----------------+
  13.  |              | SUPPORT LINE    | SUPPORT LINE    | SUPPORT LINE    |
  14.  |              | PER INCIDENT    | STANDARD        | PREMIUM         |
  15.  +--------------+-----------------+-----------------+-----------------+
  16.  | Fees         | $190 Per        | $4,495 for      | $29,995 for     |
  17.  |              | Incident        | Unlimited       | Unlimited       |
  18.  |              |                 | Incidents       | Incidents       |
  19.  |              |                 | ($4,050 with    | ($28,645 with   |
  20.  |              |                 | certification)  | certification)  |
  21.  +--------------+-----------------+-----------------+-----------------+
  22.  | Support for  | Not Applicable  | Priced Per      | All products    |
  23.  | Additional   |                 | Product Added   | are included    |
  24.  | Products     |                 |                 |                 |
  25.  +--------------+-----------------+-----------------+-----------------+
  26.  | Support      | 8 AM to 5 PM    | 8 AM to 5 PM    | 24 X 7          |
  27.  | Hours        | Customer Time   | Customer Time   | (excluding      |
  28.  |              | Zone - Monday   | Zone - Monday   | Christmas Day)  |
  29.  |              | through Friday  | through Friday  |                 |
  30.  |              | (excluding U.S. | (excluding U.S. |                 |
  31.  |              | national        | national        |                 |
  32.  |              | holidays)       | holidays)       |                 |
  33.  +--------------+-----------------+-----------------+-----------------+
  34.  | 24 X 7       | $260 Per        | $1,575          | Included        |
  35.  | Coverage     | Incident        | additional      |                 |
  36.  |              |                 | ($6,070 total   |                 |
  37.  |              |                 | includes the    |                 |
  38.  |              |                 | base operating  |                 |
  39.  |              |                 | system)*        |                 |
  40.  +--------------+-----------------+-----------------+-----------------+
  41.  | Priority     | Not Applicable  | $4,995          | Included        |
  42.  | Handling     |                 | additional      |                 |
  43.  +--------------+-----------------+-----------------+-----------------+
  44.  | Customer     | Not Applicable  | 2 primary / 2   | 6 primary / 6   |
  45.  | Contacts     |                 | alternates      | alternates      |
  46.  | Included     |                 |                 | (includes 2     |
  47.  |              |                 |                 | primary and 2   |
  48.  |              |                 |                 | alternates for  |
  49.  |              |                 |                 | extended hours  |
  50.  |              |                 |                 | coverage)       |
  51.  +--------------+-----------------+-----------------+-----------------+
  52.  | Additional   | Not Applicable  | $2,995 each     | $2,995 each     |
  53.  | Customer     |                 |                 |                 |
  54.  | Contacts     |                 |                 |                 |
  55.  +--------------+-----------------+-----------------+-----------------+
  56.  | Multivendor  | Not Applicable  | $1,995          | Included        |
  57.  | Coordination |                 | additional      |                 |
  58.  +--------------+-----------------+-----------------+-----------------+
  59.  |              | SUPPORT LINE    | SUPPORT LINE    | SUPPORT LINE    |
  60.  |              | PER INCIDENT    | STANDARD        | PREMIUM         |
  61.  +--------------+-----------------+-----------------+-----------------+
  62.  | Monthly      | Not Applicable  | Included        | Included        |
  63.  | Activity     |                 |                 |                 |
  64.  | Reports      |                 |                 |                 |
  65.  +--------------+-----------------+-----------------+-----------------+
  66.  | NOTE:  * The charge for Extended Hours Coverage includes the       |
  67.  | OPERATING SYSTEM ONLY.  24 X 7 coverage for each additional        |
  68.  | product is subject to a 35% premium of the cost of support for     |
  69.  | that product, on a product-by-product basis, and must be added to  |
  70.  | the base charge.                                                   |
  71.  |                                                                    |
  72.  | A 10% discount will apply for multiple purchases of either Support |
  73.  | Line Standard or Support Line Premium.  Discounts do not apply to  |
  74.  | optional charges.                                                  |
  75.  +--------------------------------------------------------------------+
  76.  
  77. ************************************************************************
  78.  
  79.  
  80.                     Personal Systems Support Family
  81.  
  82.                                   Fees
  83.  ----------------------------------------------------------------------
  84.  
  85.  PERSONAL SYSTEMS FORUM
  86.  
  87.  o   Forum - No charge
  88.  
  89.  o   IBM  TalkLink  Fee  -  $18  per  month (plus one-time registration
  90.      charge of $15)
  91.  
  92.  
  93.  PERSONAL SYSTEMS TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM
  94.  
  95.  o   Single copy - $59
  96.  
  97.  o   Annual Subscription - Quarterly updates $119
  98.  
  99.  o   Annual Subscription - Monthly updates $299
  100.  
  101.  
  102.  PERSONAL SYSTEMS CONSULT LINE, PER HOUR (MINIMUM OF 1 HOUR)
  103.  
  104.  $240
  105.  
  106.  
  107.  
  108.  IBM HOUSE CALL, PER HOUR (MINIMUM OF 2 HOURS)
  109.  
  110.  o   Hourly - $170
  111.  
  112.  o   2 - 19 Hours - $170 per hour
  113.  
  114.  o   20 -99 Hours - $155 per hour
  115.  
  116.  o   100+ Hours - $140 per hour
  117.  
  118.  
  119.  CUSTOMER APPLICATION ASSISTANCE, PER HOUR
  120.  
  121.  $240
  122.  
  123.  
  124.  
  125.  DESKTOP APPLICATION SUPPORT
  126.  
  127.  o   $64 per Incident
  128.  
  129.  o   $600 for 10 Incidents
  130.  
  131.  
  132.  
  133.  TECHNICAL SOLUTIONS
  134.  
  135.  Annual Subscription - $50
  136.  
  137. ***********************************************************************
  138.                     Personal Systems Support Family
  139.  
  140.                       Single User Services Options
  141.  ----------------------------------------------------------------------
  142.  
  143.  
  144.  +--------------------------------------------------------------------+
  145.  | Figure 2. Single User Services Options                             |
  146.  +--------------+-----------------+-----------------+-----------------+
  147.  |              | SINGLE INCIDENT | SINGLE INCIDENT | UNLIMITED       |
  148.  |              | - 800 #         | - 900 #         | INCIDENTS       |
  149.  +--------------+-----------------+-----------------+-----------------+
  150.  | Contract     | Single Incident | Single Incident | Annual          |
  151.  | Period       |                 |                 |                 |
  152.  +--------------+-----------------+-----------------+-----------------+
  153.  | Fees         | $45.00 Per      | $2.00 Per       | $179.00 Per     |
  154.  |              | Incident        | Minute, $50     | Year            |
  155.  |              |                 | Maximum Per     |                 |
  156.  |              |                 | Incident        |                 |
  157.  +--------------+-----------------+-----------------+-----------------+
  158.  | Standard     | OS/2 & DOS      | OS/2 & DOS      | OS/2 & DOS      |
  159.  | Products     |                 |                 | (limited        |
  160.  |              |                 |                 | product set)    |
  161.  +--------------+-----------------+-----------------+-----------------+
  162.  | Extended     | N/A             | N/A             | N/A             |
  163.  | Products     |                 |                 |                 |
  164.  +--------------+-----------------+-----------------+-----------------+
  165.  | Support      | 8AM to 5PM      | 8AM to 8PM      | 8AM to 5PM      |
  166.  | Hours        | Customer Time   | Eastern Time -  | Customer Time   |
  167.  |              | Zone - Monday   | Monday through  | Zone - Monday   |
  168.  |              | through Sunday  | Sunday          | through Sunday  |
  169.  |              | (excluding U.S. | (excluding U.S. | (excluding U.S. |
  170.  |              | national        | national        | national        |
  171.  |              | holidays)       | holidays)       | holidays)       |
  172.  +--------------+-----------------+-----------------+-----------------+
  173.  | 24 X 7       | N/A (Customer   | N/A             | N/A             |
  174.  |              | can purchase    |                 |                 |
  175.  |              | platform 24 X 7 |                 |                 |
  176.  |              | Single Incident |                 |                 |
  177.  |              | if required)    |                 |                 |
  178.  +--------------+-----------------+-----------------+-----------------+
  179.  | Priority     | N/A             | N/A             | N/A             |
  180.  | Handling     |                 |                 |                 |
  181.  +--------------+-----------------+-----------------+-----------------+
  182.  | # of         | N/A             | N/A             | Single User,    |
  183.  | Contacts     |                 |                 | Single License  |
  184.  +--------------+-----------------+-----------------+-----------------+
  185.  | Multivendor  | N/A             | N/A             | N/A             |
  186.  | Coordination |                 |                 |                 |
  187.  +--------------+-----------------+-----------------+-----------------+
  188.  | Monthly      | N/A             | N/A             | N/A             |
  189.  | Activity     |                 |                 |                 |
  190.  | Reports      |                 |                 |                 |
  191.  +--------------+-----------------+-----------------+-----------------+
  192.  
  193.