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HP / PALM INTEGRATION Contact Center Day 1 Readiness HP Call Centers Effective July 1, 2010

HP/Palm Integration Team July 1, 2010

1 ©2009©2009 HP Confidential HP Confidential template rev. 12.10.09


Training Package Content Being Ready for Day 1 – Scripts for Palm customers – call, chat/email – Palm Phone Numbers to refer customers to – Other Support Questions – Screen shots of HP.com reflecting Palm Integration and purchase of newly introduced Palm products

About Palm

– Separate document available – Web info from page 6

This document is for use by call center agents who may receive a call at HP for a Palm product. This guide is intended to provide you information on how to handle those customers 2

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Scripts To Use With Palm Customers

Call script

Thank you for your call. Currently, HP is supporting the HP and Palm branded products in separate locations for call, chat and repair in order to provide the best level of support for our customers. For help with your Palm, please contact Palm directly at (see page 4 of this document) Note: if there is no phone number for the country, refer http://www.palm.com/intl for chat/email options.

Thank you contacting HP. Currently, HP is supporting the HP and Chat / Palm branded products in separate locations for call, chat and email repair in order to provide the best level of support for our customers. script For help with your Palm, please contact Palm directly at --- see page 5 of this document

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Worldwide Palm support numbers

North America USA USA

webOS (Palm Pre and Pixi) All legacy Handheld and Smartphones (Palm OS and WinMO)

End user End user

877-426-3777 866-935-7256

Canada Canada

All legacy Handheld and Smartphones (Palm OS and WinMO) webOS (Palm Pre and Pixi)

End user End user

1-877-768-2561 1-866-219-7445

End user End user End user End user End user End user End user End user End user End user End user End user End user End user End user End user End user End user End user End user

01 50222 1250 02 639 40 50 3544 5573 09 8171 0002 01 43 62 34 07 01 7048 0583 069 920 32 181 069 29993 161 01 605 8382 02 754 19 557 020 654 5389 2350 0093 0800 995070 91 375 3082 91 375 3380 08 519 92029 022 823 0530 044 430 0485 020 7660 0950 020 7867 0108

End user End user End user End user End user End user

1800 282 653 1800 103 2233 1800 806 485 0800 650 025 1800 165 10 689 1800 7849805

End user

01 800 1234 737

EMEA Austria (German) Belgium (French/English IVR) Denmark (English) Finland (English) France (French) France (French) Germany (German) Germany (German) Ireland (English) Italy (Italian) Netherlands (Dutch) Norway (English) South Africa (English) Spain (Spanish) Spain (Spanish) Sweden (English) Switzerland (French) Switzerland (German) UK (English) UK (English)

All products All products All products All products All products webOS (Palm Pre and Pixi) All products All products All products All products All products All products All products webOS (Palm Pre and Pixi) All products All products All products All products All products All products

APAC Australia India Malaysia New Zealand Philippines Singapore

All products All products All products All products All products All products

LAT 4

Mexico Š2009 HP Confidential template rev. 12.10.09

All products


Palm – Other Support Questions Hours of Operation:

Voice Support: Mon-Fri 6am-8pm PST and Sat-Sun 8am-5pm PST

– Chat support 24 x7 /7 days @ http://palm.com/chat

Who do I call for support – If you own a PALM, go through your normal Palm support channels (even if purchased via HP.shoppping.com). Note: Customer calls Palm first, Palm would direct them to the phone carrier if appropriate. – If you own an HP iPaq, go through your normal HP support channels Complaints / Escalations: – Please refer customer to Palm (ask the customer to contact Palm via Voice or Chat Support)

Support for Latin America / PALM – Palm only provides voice support to customers in Mexico. – All other Latin America countries are to use Chat support. – Mexico is the only country we are selling webOS devices, Palm is not actively selling products in any other South American country. If you navigate to support options, you will find a Chat button to connect with support. (Please see following link): http://www.palm.com/ar/soporte/guias/chat/index.html

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PALM ACQUISITION WEB SUPPORT FOR DAY1

– HP/Palm Integration Team – July 1, 2010

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KEY POINTS – The Palm acquisition should be final by July 1st – SMB Store will begin to sell Palm phones July 1st

– From a support perspective they are considered commercial products by HP at this time (similar to iPAQ) – No planned integration of websites or content with HP for a couple years – All support portals and forums should be prepared for Palm customers with the ability to refer customers back to Palm

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COMMERCIAL AND CONSUMER WEB SUPPORT TOUCH POINT CONSIDERATIONS

1. Internal Search a.

Hp.com search

b.

Customer Care search

2. Product Finder

3. Navigation by product category 4. Commercial and Consumer Forums 5. SMB Store Product Page Support Info

6. External Search (Google, Yahoo, Bing, etc) 7. Product Registration 8. HP AllianceOne (was DSPP)

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1. INTERNAL SEARCH (HP.COM) Actions: •Work with hp.com to index search terms for the products and accessories HP will sell on July 1st

•Provide a document with links to Palm sites to provide customers who search for Palm products

•Have the Palm document translated into applicable languages NOTE: URLs in the referral document must be global/int’l links

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1. INTERNAL SEARCH

Action: •Will reference search terms and document provided on hp.com for Palm searches

Redirect similar to this will be used

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Palm site


2. PRODUCT FINDER

Description: Customers use the product finder box to look up their products by name or model The product finder box searches the Hub for products related to the search. The Hub is populated by data that is provided by Product Master (Pmaster). Product Finder is used on the page to the right and the portals Action: Create the necessary changes to the Hub for results to appear

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3. NAVIGATION BY CATEGORY (SUPPORT

AND DRIVERS TAB)

Action: None. No change to product categories at this time. Palm will be included in the Handheld category for now.

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4. FORUMS Action: • Include link to Palm forums in the “Other HP Communities” and forum announcements as appropriate and on applicable language forums •Palm to include reference to HP on their forum

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5. SMB STORE PRODUCT PAGES Action: Work with the SMB store to ensure support links are to Palm support.

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6. EXTERNAL SEARCH

Customers who start on external search engines and search for Palm products and support will be referred to Palm

Action: None. This is how it works today.

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7. REGISTRATION

Palm products are typically registered when you turn them on. In the rare case that a customer would attempt to re-register the product on the hp site, this site will be blocked.

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Within HP AllianceOne Partner program we will add a hyperlink back to Palm Developer program.

webOSdev Community

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HP Palm Support – Overview For Customer Service And Support Of Palm Products And Accessories Introduction

– Palm, Inc., is a subsidiary of Hewlett-Packard. This document describes key support information for Palm phones, accessories and legacy products. Palm overview – Palm creates mobile products for extraordinary lives. Palm products are sold through select Internet, retail, reseller and wireless operator channels throughout the world. Palm creates products for consumers, mobile professionals and businesses. Products include the Palm Pre and Palm Pixi families of phones running the groundbreaking Palm webOS software. Palm Support – Visit Palm Support section for technical support, forums and to learn more about a Palm product. – Your wireless service provider supports billing, coverage and provisioning issues.

Developers – Join the webOSdev Community to make suggestions and ask questions in the webOSdev discussion forums, which are monitored by Palm staff. For problems registering or logging in to the Community, please use the password recovery or username reminder tools available online.

© 2010 Palm, Inc., a subsidiary of Hewlett-Packard. Palm, Pixi, Pre, Touchstone, and webOS are trademarks of Palm, Inc. All screen images simulated. 19

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