This document summarizes an agenda for a presentation on Polycom services. It discusses why services are important for profitability, customer satisfaction, and business value. It notes that US distribution averages 30% of revenue from services while Polycom averages 40%. The document outlines Polycom's complete services portfolio and different service plan options. It introduces the ScanSource Communications Polycom Total Coverage team and their support model. It emphasizes differentiating a business through services and consultative selling rather than price discounts.

1. Intellectual Property All materials from this deck are confidential and for intended use only* and cannot be distributed outside this use without prior written consent of ScanSource. * Copyright © 2010. All Rights Reserved. Unless expressly authorized in writing by the copyright owner, any copying, reproduction, exhibition, export, distribution or other use of this product or any part of it is strictly prohibited. External sources and external trademarks are the property of the referenced sources.

2. Polycom Global Services & SSC Total Coverage Marc Moro, Polycom Service Channel Account Manager & Matt Brungardt, SSC Technical Team Lead

3. Agenda Why sell services? Where’s the opportunity? ScanSource Communications & Polycom Differentiate YOUR Business

4. Why sell services? PROFITABILITY Maintain/Increase Account Control CUSTOMER SATISFACTION Satisfied customers are loyal customers who will continue to buy VALUE OF YOUR BUSINESS Builds a high margin annuity stream that will keep your business profitable Growth

5. Lost Renewal Opportunity US annual Lost Service Opportunity: $50M US Distribution Average: 30% PGS Average: 40%

6. Key points to consider… Required Service Contracts As of 11/1/09 Polycom requires a support contract be paired with the purchase of new VIDEO, CORE, & SELECT VOICE Products Products requiring a service contract include: ALL video and infrastructure products VVX1500 C and D Business Media Phones Service coverage MUST be continuous

8. Project Management

9. Installation

10. Performance Benchmarking & Best Practices Assessment

11. Network Planning & Design

12. Implementation

13. UC Professional Services

14. UCIC Migration Service

15. UCIC Upgrade Service

16. UCIC Optimization Service

17. Network Planning and Design

19. Implementation

20. Application Integration

22. AdvancedAccess

23. Premier Onsite 24x7

24. Premier Onsite

25. Premier 24x7

26. Premier

27. Wireless Support

28. VoIP Support

29. Elite

30. AdvancedAccess

31. Premier Onsite 24x7x4 Hour Response

32. Premier Onsite 24x7

33. Premier Onsite

34. Premier 24x7

35. Premier

36. Elite

37. AdvancedAccess

38. ImmersiveCare 24x7x4 Hour Response

39. ImmersiveCare

41. Systems Administration Training

42. End User Training

43. CVE Technical Training

44. Systems Administrator Training

45. VNOC Certification

46. Wireless TrainingTraining Unified Communications Professional Services Across the Polycom Solution Solution Planning & Design, Pilot Solution Deployment, Full Solution Deployment, and UC Certification Training

47. Polycom AdvancedAccessDeliverables & Benefits Polycom AdvancedAccess Team Composed of highly skilled video specialists Priority Routing through dedicated contract method Assigned Service Engineer (ASE) Responsible for the technical oversight of all customer support issues Detailed knowledge of the customer solution & environment Personalized assistance can help provide faster problem resolution to maximize solution uptime Solution level support rather than service based on device Access to Telephone Technical Support 24/7 Meet the requirements of your video operations Asset Reporting Monthly update of the asset list of all Polycom Products covered under the agreement Provide a detailed picture of your Polycom install base Requirements All Polycom equipment in your environment should be covered Nominated technical personnel

48. Matrix – Service Comparison

50. A monitoring solution providing

51. Network performance monitoring for Voice and Video

53. Non invasive device connects to network

54. No configuration or deployment required

55. Device on loan for duration of subscription

56. Customer Benefits:

57. 24x7 online Performance monitoring and proactive alerting

58. Weekly or monthly performance reporting

59. Instant visibility of network performance

60. Instant visibility of bandwidth utilization

62. ScanSource Communications Polycom Total Coverage As a DSP (Distributor Service Provider) Polycom Partner, ScanSource Communications Total Coverage Service includes: Pre sales and Tier 1 & Tier 2+ post-sales support following the below value added support model, to internal and external customers Reseller calls Into Tech Services Tech handles call enters case & captures Serial Number We act as Tier1 and Tier 2 Support When case is resolved, CRM case is closed. If needed, escalate to vendor. We manage vendor case through completion, and act as SPOC 83% of cases closed < 1 day --- 75% < 30 minutes

63. ScanSource Communications Polycom Total Coverage Annual DSP Customer Satisfaction Survey Prepared by Boston Research Group, August 2011 For the Service Period May 2010 – April 2011 Pre report “ ScanSource Communications is clearly a very strong and valued Polycom Channel Partner with 100% top 3 box satisfaction and 96% “continued usage.” ScanSource also achieved strong satisfaction ratings across all service and support areas.” Support Stats 95+% deflection rate* 1500 cases/month 2300 call center contacts/month We are an extension of yourtechnical support team(s)

64. ScanSource Communications Total Coverage Services Program In addition to Polycom Service Contracts our services program also includes: Total Coverage Video Endpoint Installations Video Endpoint, Carts, Monitors and microphones Total Coverage hosted and managed services What’s to come… Total Coverage Implementation & Integration Services Total Coverage Training and Education Program And Much More…

65. There is a difference… Between your Service Practice and every other Resellers Service Practice… Do you know what it is? Have you told anyone?

66. Differentiate Your Business

67. Discounts = Value Destruction

69. And they need to understand the value of what they are giving up

71. What is customer loyalty worth? Value of Customer Loyalty 75% increase 5% increase Current customer relationship yields Customer Loyalty Net Customer Value A 5% increase in customer retention, due to increased loyalty, yields a staggering 75% increase in the net present value of an existing customer. Source: Frederick F. Reichheld, Loyalty Rules!

73. Strengthen customer relationship with consultative selling

74. Enhance customer satisfaction & repeat business

75. Increase retention rates & profit– 85% (with services) vs. 62% (without services)