Paulo H Leocadio

Paulo H Leocadio

Executive visibilityGlobal experienceGlobal impact

AccountabilityPassionDriven for resultsAgilePeople

Multi-countryMulti-culturalConsulting & Supp.Strategy / PlanningFinance, P&L, Cost

Strengths Experience Development

Project MngmtProgram MngmtHigh risk projects leadershipVendor strategyEvangelization

Development of new businesses w/ new MS technologyEvangelize the LATAM region

Largest Exchange deployment in BrazilLargest Banking solution in BrazilIntegration of largest retail

1st Arch Consultant in LATAMMOF developmentMOF & MSF WW evangelization

Premier P&LPremier SCardPremier OfferingsPremier MktgDelivery Strategy

CTS P&LMarket ShareOps.ExcellenceCPEPeopleCTS Strategy

5 years in row5x Rev. GrowthFaster A13 growthFully green SCardLarger proactive penetration

Creation of CTS LATAM unificationSTB, MOD, MBSTMPI 1st time on targetWHI above WW

Acting Area Lead responsible for the CTS/PFE integration in LATAM

Market ShareOps.ExcellenceCPEPeopleCOGS strategy

WW Cloud Best PracticesProactive Oppty review based on supportabilityExpansion to Azure and Intune

Top WW Seal the Deal leverageContribution to LATAM pre salesProven RoITop ATZ WHI

FY2001

3 awards

Americas Enterprise Services FY11

1st MCS CPE Award FY00

MCSAdvanced Technology Group Premier Areal Lead Director CTS LATAM Acting GBS Area Lead Director LATAM SE

• Electronic Engineer (BS)• Computing Engineer (MS)• Higher Education (Med)• Int. Business (M.B.A.)• Information Systems and

Technologies (D.M.)• HiPO Program (Strategic

Leadership, finished FY01)• WHI 90% (YoY growth)• Premier LATAM 6x growth• CTS LATAM green SCard

Resp

onsi

biliti

esAc

com

plis

hmen

ts

Sum

mar

y

Professional Excellence thru Education

Formal Education & Certification• Compulsive learner

• Always investing possible available resources on formal education

• Academia

• Market certifications

Doctorate – Management of Information Systems and Technologies

Core Values / Non-negotiables

Family

Honesty

Loyalty

Integrity

Respect

Matias RuizLATAM Premier Area Lead

Jennifer BrooksLATAM LCA Citizenship Lead

Kristen KavallerWW Business Program Manager, CPA SLMX

Diana HernandezLATAM CTS SE; TSL; SDM

Testimonials

General ManagerWW GBS

Group ManagerGBS/PFE Brazil

PFE ManagerUS PFE, West

Shawn Aebi: Manager and Mentor

FY13 Check-in

FY12 Review

www.linkedin.com/in/paulohl/

Former Microsoft Brazil colleague, sharing birthday greetings on FB: “Happy Birthday to one of the most authentic, gentle, intelligent, and happy guys I got to know in 1995! The original and unreplaceable MCS Geek!

Appendix

LATAM SE FY14 Results Scorecard/Metric commitments

P12 FY14Jul 8, 2014

Paulo LeocadioCloud Premier

Broad Commercial Utilization

Agenda

• Azure• Office 365

• Office 365 Brazil• Premier - On Premise

• Portuguese• Spanish & the rest

• Broad Commercial - On Premise• Utilization

Product Azure Organization Depth Queues

GBSD Azure LATAM

IBS %Top Box 75% 90% 95% 95% 100% 0% 67% 67%IBS %Bottom Box 6% 3% 2% 2% 0% 0% 0% 33%% IsResolved 89% 92% 91% 100% 50% 67% 67%Survey Count 70 61 57 4 2 3 3 Created Volume (IPD) 18 25 21 19 2 1 1 1 0 Created Volume 525 447 401 46 23 12 14 4IR Met% (All) 95% 96% 98% 98% 98% 95% 75% 67% 100%Closed Volume (IPD) 26 22 19 2.4 1 1 1 0Closed Volume 543 453 402 51 23 12 31 1%Closed in Local Language 67% 76% 74% 92% 26% 58% 10% 100%Backlog 150 103 91 12 8 4 14 3Backlog/Closed IPD 6 5 5 5 7 7 9 53Days to Solution 7 6 6 9 12 7 26 15CTS TMPI 151 111 106 146 238 386 684 137Incident Labor Hrs 1,160 715 630 85 79 85 144 19

CPE

Volu

me

Back

log

Labo

r

Product Azure Organization Depth Queues

GBSD Azure LATAM

IBS %Top Box 75% 81% 82% 83% 70% 77% 80% 53%IBS %Bottom Box 6% 8% 7% 7% 9% 2% 0% 33%% IsResolved 86% 86% 88% 74% 86% 60% 67%Survey Count 541 467 414 53 44 5 15 Created Volume (IPD) 18 16 13 11 2 1 0 1 0 Created Volume 4,137 3,416 2,928 488 314 64 173 11IR Met% (All) 95% 94% 95% 95% 95% 96% 80% 72% 82%Closed Volume (IPD) 15 13 11 1.8 1 0 1 0Closed Volume 4,038 3,338 2,858 480 311 64 162 7%Closed in Local Language 58% 63% 60% 84% 55% 22% 4% 43%Backlog 100 64 50 14 10 1 11 1Backlog/Closed IPD 6 5 5 7 8 5 18 29Days to Solution 7 5 5 7 8 7 19 30CTS TMPI 115 92 82 150 187 221 413 481Incident Labor Hrs 8,856 5,129 3,953 1,175 1,013 251 1,096 111

CPE

Volu

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Back

log

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FY14 P12 Azure All up – LATAM Scorecard

MTDAzure All Up CPE

Azure All UpCreated Volume (IPD) above target in June+7 cases per day

TB 92%BB 2%

MTD

YTDAzure All Up CPE

YTDAzure All UpCreated Volume (IPD) above target +2 cases per day

TB 81%BB 8%

YTD* Created Volume (IPD )Target is FY14 Q1 Forecast

CPE % Top Box keeps improving MoM, % TB exceeding the target since Feb, % Bottom Box below target for 2nd month in a row

GBS LATAM Office 365 ScorecardTrgt TECHNICAL SUPPORT FY 2013 Q1 Q2 Q3 Apr May Jun Q4 YTD Trend

Total Cases Created 35,084 12,932 12,948 13,120 4,336 4,516 4,182 13,034 52,034 Total Cases Closed 34,903 12,668 13,408 12,805 4,408 4,611 4,159 13,178 52,059 Avg Daily Created Volume 135 196 196 205 197 205 199 201 199 Closed per Day Avg. 134 192 203 200 200 210 198 203 199

75% CPE - Top Box 77.38% 77% 82% 83% 84% 85% 83% 84% 81%6% CPE - Bottom Box 6.83% 8% 6% 5% 4% 3% 5% 4% 6%

Survey Count 3585 1,172 1,140 1315 428 437 362 1227 4854% Closed in Language 82% 85% 86% 94% 92% 93% 84% 90% 89%CTS TMPI 125 138 134 142 135 146 137 139 138

Trgt PARTNERS TS FY 2013 Q1 Q2 Q3 Apr May Jun Q4 YTD TrendTotal Cases Created 226 175 200 196 53 65 55 173 744Total Cases Closed 219 172 209 196 43 71 56 170 747Avg Daily Created Volume 1 3 3 3 2 3 3 3 3Closed per Day Avg. 1 3 3 3 2 3 3 3 3

75% CPE - Top Box 76% 65% 94% 78% 67% 100% 100% 90% 80%6% CPE - Bottom Box 8% 5% 0% 4% 33% 0% 0% 10% 4%

Survey Count 25 20 16 23 3 5 2 10 69% Closed in Language 100% 100% 99% 100% 100% 100% 100% 100% 100%CTS TMPI 134 138 172 181 143 174 123 149 161

Trgt COMMERCE SUPPORT FY 2013 Q1 Q2 Q3 Apr May Jun Q4 YTD TrendTotal Cases Created 5,791 1438 1287 1553 570 783 873 2226 6504Total Cases Closed 5,728 1468 1214 1563 569 646 722 1937 6182Avg Daily Created Volume 22 22 20 24 26 36 42 34 25Closed per Day Avg. 22 22 18 24 26 29 34 30 24

75% CPE - Top Box 82% 86% 81% 83% 76% 68% 76% 73% 80%6% CPE - Bottom Box 4% 5% 7% 6% 16% 8% 14% 12% 8%

Survey Count 493 133 110 152 45 50 66 161 556% Closed in Language 89% 92% 86% 88% 92% 92% 93% 92% 90%TMPI 47 74 67 62 55 51 50 52 63

GetHelp Escalations YTD Q1 Q2 Q3 Apr May Jun Q4 YTD TrendO365 Escalations Created 539 209 225 177 60 76 84 220 831

O365 Escalations Ratio 1.3% 1.4% 1.5% 1.2% 1.2% 1.3% 1.5% 1.3% 1.3%Support Experience tickets 146 53 34 28 13 8 3 24 139

Support Experience Ratio 0.3% 0.4% 0.2% 0.2% 0.3% 0.1% 0.1% 0.1% 0.2%Other Cloud Escalations 159 78 73 37 29 18 24 71 259

Trgt PREMIER Cases FY 2013 Q1 Q2 Q3 Apr May Jun Q4 YTD TrendTotal Cases Created 559 256 310 343 124 123 138 385 1294Avg Daily Created Volume 2 4 5 5 6 6 7 6 5

77% CPE - Top Box 77% 63% 72% 80% 60% 88% 60% 78% 75%3% CPE - Bottom Box 10% 13% 6% 5% 20% 0% 0% 4% 5%

Survey Count 39 8 18 20 5 17 5 27 73TMPI 304 361 325 341 406 404 342 383 353

FY14 P12 O365 – LATAM Scorecard

O365 Technical Support CPE

O365 Partners TS CPE

TB 83%BB 5%

TB 100%BB 0%

TB 100%BB 0%

O365 Commerce Support CPE

TB 76%BB 14%

Premier Support CPE

TB 60%BB 0%

Premier- CPE results - 60% TB, 0% BB with 5 surveys, only 2 middle box

- No negative verbatins – One comment for a middle box was “La Seguridad del Ingeniero.” – the confidence of the engineer.

- Actions: - All FTEs heads for O365

hired – on-boarded and trained

- 1 CSG hired for EXO, in training

- 10x4 shifts to be implemented likely in July for EXO/Exchange

- On-Call for MOD O365 to be implemented in July FY15, pending HR Brazil green light

Commerce Support- Jun CPE TB 76%, BB 14%

- YTD CPE TB 80%, BB 8%• Standard Support• Technical Support with strong CPE results, Jun TB 83% / BB 3%. YTD – 81%

TB / 6%• Partners CPE results: 100%/0% (2 surveys) YTD 80%/4%

• On-going initiatives to drive customer satisfaction:• Case Wellness to maintain backlog healthy• Brown Bags to increase engineer’s expertise and technical depth• SDM and TM engagement to address roadblocks• CPE Scrubs to understand BB drivers• Engineers added on the Escalation teams to help clear backlog of escalations – team

fully on-boarded and trained• Partner cases not resolved at the end of the first day – case is moved to the escalation

teams

Trgt PREMIER Cases FY 2013 Q1 Q2 Q3 Apr May Jun Q4 YTD TrendTotal Cases Created 179 50 101 93 40 35 36 111 355Avg Daily Created Volume 1 1 2 1 2 2 2 2 1

77% CPE - Top Box 75% 100% 60% 57% 100% 86% 100% 90% 74%3% CPE - Bottom Box 8% 0% 20% 14% 0% 0% 0% 0% 9%

Survey Count 12 1 5 7 2 7 1 10 23TMPI 319 395 331 415 545 479 523 518 427

GBS Brazil Office 365 ScorecardTrgt TECHNICAL SUPPORT FY 2013 Q1 Q2 Q3 Apr May Jun Q4 YTD Trend

Total Cases Created 18,652 6,184 6,510 6,655 2,234 2,223 1,907 6,364 25,713 Total Cases Closed 18,611 5,922 6,843 6,443 2,312 2,260 1,927 6,499 25,707 Avg Daily Created Volume 72 94 99 104 102 101 91 98 99 Closed per Day Avg. 72 90 104 101 105 103 92 100 98

75% CPE - Top Box 79.70% 80% 77% 84% 84% 83% 82% 83% 81%6% CPE - Bottom Box 6.41% 8% 7% 5% 4% 3% 4% 4% 6%

Survey Count 1872 583 602 676 218 220 178 616 2477% Closed in Language 83% 87% 82% 96% 94% 95% 89% 93% 89%CTS TMPI 126 127 123 144 131 143 156 142 134

O365Premier Support CPE

Premier-CPE results - 100% TB, 0% BB with 1 survey

-Actions: - All FTEs heads for O365 hired – on-boarded and trained

- 1 CSG pending to be hired

- 10x4 shifts to be implemented likely in June for EXO/Exchange

- On-Call for MOD O365 to be implemented in July FY15, pilot to start with EXO in June

- Duty Managers implemented for the MOD Escalation team - case assignment/Improve IR during business hours (IR met YTD at 85%, April with 91%)

FY14 P12 O365 – Brazil TS and Premier Scorecard

O365 Technical Support CPE

TB 84%BB 3%

TB 100%BB 0%

Technical Support

-CPE results - 82% TB, 4% BB (142 surveys), also strong results YTD with 81% TB, 6% BB

-Actions: - Service Improvement Plan driven by CXP focused mainly on Datacenter issues – outages and perception of low reliability with the Brazilian datacenter– activities completed at this point.

* Targets are FY14 Q1 Forecast Version

Current Fiscal Month - YTD

PREMIER

TYPE

BASE

LIN

E

FM Jun 2014

MTDTarget

VTF

TYPE

BASE

LIN

E

FY14 YTDFY14

TargetVTF Trend

IBS Top Box % O P 82% 77% O F 80% 77%

IBS Bottom Box % O P 1% 3% O F 4% 3%

Survey Response Count O P 98 O F 1251

CritSit Top Box % O P 90% 80% O F 78% 80%

CritSit Bottom Box % O P 0% 3% O F 6% 3%

CritSit Survey Response Count O P 20 O F 298

% RBS-QoTS Top Box O P 85% 80% O F 85% 80%

% RBS-QoTS Bottom Box O P 1% 3% O F 2% 3%

% RBS-CritSit Remediation Top Box O P 87% 85% O F 88% 85%

% RBS-CritSit Remediation Bottom Box O P 2% 3% O F 2% 3%

RBS Survey Response Count O P 89 O F 1150

Incident Volume (IPD) O P 34 43 ### O F 35 38 ###

CritSit % of Total Created Incident O P 29% na O F 31% na

CTS TMPI O P 539 546 O F 554 541

IR Met% (All) O P 98% 95% O F 96% 95%

Backlog O P 452 na O F 506 na

Backlog/IPD O P 11 na O F 14 na

Labor Mix % HC O P 48% 56% O F 53% 57%

Labor Mix % MC O P 31% 28% O F 28% 27%

Labor Mix % LC O P 21% 16% O F 19% 16%

LatAm - [All up]

Cust

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Per

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MTDPremierCTS TMPI

FY14 P12 Premier All up – LATAM SE ScorecardLegend

Type indicates Org Inclusion (O = On Premises; C = Cloud)

Baseline Type (F = YTD; P = Period)

MTDPremier CPE IBS

TB 82%BB 1%

MTDPremier IBS CritSit

TB 90%BB 0%

MTDPremier RBS-QoTS

TB 85%BB 1%

MTDPremier RBS-CritSit-Rem

TB 87%BB 2%

CTS TMPI539

MTDPremierIR Met %(All)

IR Met 98%

* Targets are FY14 Q1 Forecast Version

Current Fiscal Month - YTD

PREMIER

TYPE

BASE

LIN

E

FM Jun 2014

MTDTarget

VTF

TYPE

BASE

LIN

E

FY14 YTDFY14

TargetVTF Trend

IBS Top Box % O P 80% 77% O F 81% 77%

IBS Bottom Box % O P 0% 3% O F 3% 3%

Survey Response Count O P 74 O F 861

CritSit Top Box % O P 88% 80% O F 79% 80%

CritSit Bottom Box % O P 0% 3% O F 4% 3%

CritSit Survey Response Count O P 17 O F 234

% RBS-QoTS Top Box O P 88% 80% O F 86% 80%

% RBS-QoTS Bottom Box O P 2% 3% O F 1% 3%

% RBS-CritSit Remediation Top Box O P 86% 85% O F 88% 85%

% RBS-CritSit Remediation Bottom Box O P 4% 3% O F 1% 3%

RBS Survey Response Count O P 63 O F 845

Incident Volume (IPD) O P 24 43 ### O F 24 38 ###

CritSit % of Total Created Incident O P 30% na O F 33% na

CTS TMPI O P 515 546 O F 542 541

IR Met% (All) O P 97% 95% O F 96% 95%

Backlog O P 297 na O F 345 na

Backlog/IPD O P 12 na O F 14 na

Labor Mix % HC O P 27% 56% O F 37% 57%

Labor Mix % MC O P 46% 28% O F 41% 27%

Labor Mix % LC O P 27% 16% O F 23% 16%

Spanish - [All up]

Cu

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al

* Targets are FY14 Q1 Forecast Version

Current Fiscal Month - YTD

PREMIER

TYPE

BASE

LIN

E

FM Jun 2014

MTDTarget

VTF

TYPE

BASE

LIN

E

FY14 YTDFY14

TargetVTF Trend

IBS Top Box % O P 88% 77% O F 78% 77%

IBS Bottom Box % O P 4% 3% O F 6% 3%

Survey Response Count O P 24 O F 390

CritSit Top Box % O P 100% 80% O F 75% 80%

CritSit Bottom Box % O P 0% 3% O F 11% 3%

CritSit Survey Response Count O P 3 O F 64

% RBS-QoTS Top Box O P 77% 80% O F 80% 80%

% RBS-QoTS Bottom Box O P 0% 3% O F 3% 3%

% RBS-CritSit Remediation Top Box O P 88% 85% O F 87% 85%

% RBS-CritSit Remediation Bottom Box O P 0% 3% O F 3% 3%

RBS Survey Response Count O P 26 O F 305

Incident Volume (IPD) O P 11 43 ### O F 11 38 ###

CritSit % of Total Created Incident O P 26% na O F 28% na

CTS TMPI O P 580 546 O F 581 541

IR Met% (All) O P 99% 95% O F 97% 95%

Backlog O P 155 na O F 161 na

Backlog/IPD O P 11 na O F 15 na

Labor Mix % HC O P 85% 56% O F 84% 57%

Labor Mix % MC O P 3% 28% O F 3% 27%

Labor Mix % LC O P 11% 16% O F 12% 16%

Portuguese - [All up]

Cu

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FY14 P12 Premier – LATAM SE ScorecardLegend

Type indicates Org Inclusion (O = On Premises; C = Cloud)

Baseline Type (F = YTD; P = Period)

Customer Language – (Spanish and English) Customer Language - Portuguese

All up comments:

•IBS CPE Top Box exceeding the target since March FY14, CPE Bottom Box below the target for third month in a row•IBS CPE CritSit TB 90% / BB 0%•RBS Quality of Technical Support CPE above the target•MTD IR Met% (All) above target % IR Met – exceeding the target since November FY14•CTS TMPI below the target, and YTD just about the target

* Targets are FY14 Q1 Forecast Version

Current Fiscal Month - YTD

BROAD COMMERCIALTY

PE

BA

SE L

INE

FM Jun 2014

MTDTarget

VTF

TYP

E

BA

SE L

INE

FY14 YTDFY14

TargetVTF Trend

IBS Top Box % O P 83% 75% O F 76% 75%

IBS Bottom Box % O P 4% 6% O F 8% 6%

Survey Response Count O P 77 O F 774

Incident Volume (IPD) O P 22 21 ### O F 20 21 ###

CTS TMPI O P 384 376 O F 394 382

IR Met% (All) O P 97% 95% O F 97% 95%

% cases >1K CTS TMPI O P 7% na O F 9% na

Backlog O P 214 na O F 215 na

Backlog/IPD O P 10 na O F 11 na

Labor Mix % HC O P 40% 55% O F 49% 56%

Labor Mix % MC O P 33% 27% O F 31% 27%

Labor Mix % LC O P 27% 18% O F 21% 17%

LatAm - [All up]

Op

erati

on

alC

ust

om

erFY14 P12 BC – LATAM SE Scorecard

MTDBC CPE IBS

TB 83%BB 4%

MTDBC CTS TMPI

CTS TMPI384

MTDBC IR Met %(All)

IR Met 97%

Broad Commercial – All up

Legend

Type indicates Org Inclusion (O = On Premises; C = Cloud)

Baseline Type (F = YTD; P = Period)

All up comments:

•MTD CPE continues improving in Jun. YTD % Top Box above the target, % Bottom Box +2 pts above •CTS TMPI above the target, YTD 3%•IR Met% (All) above target % IR Met – exceeding the target through the whole FY14

% Scorecard Utilization - Unburdened FM Jun 2014

Trgt 58% FY14 YTD YTDTrgt

59%

MOD - Delivery-On Prem 55% ### 56% ###MOD - Exchange 57% ### 57% ###MOD - SharePoint 57% ### 55% ###MOD - Lync 46% ### 53% ###

STB - Delivery-On Prem 54% ### 52% ###STB - Windows 55% ### 51% ###STB - MSD 50% ### 46% ###STB - Developer Tools 52% ### 55% ###STB - SQL 58% ### 56% ###

ASG & C&E Total % Scorecard Utilization 54% ### 53% ###

% Scorecard Utilization - burdened FM Jun 2014

Trgt 51% FY14 YTDYTDTrgt

52%

MOD - Delivery-On Prem 53% ### 54% ###MOD - Exchange 53% ### 53% ###MOD - SharePoint 57% ### 55% ###MOD - Lync 46% ### 53% ###

STB - Delivery-On Prem 48% ### 46% ###STB - Windows 49% ### 47% ###STB - MSD 42% ### 35% ###STB - Developer Tools 45% ### 48% ###STB - SQL 58% ### 56% ###

ASG & C&E Total % Scorecard Utilization 50% ### 49% ###

FY14 P12 Utilization – LATAM Delivery On Premise

C&E - % Utilization

Windows, MSD and Dev – Utilization affected by vacation, training and new hire ramp up

ASG - % Utilization

ASG utilization affected by engineers in ramp-up. Lync (1 FTE) and Exchange (1 FTE). Also continuing training (EOP), low Lync volume and World Cup holidays (BR).

* Targets are FY14 Q1 Forecast Version

Current Fiscal Month - YTD

PREMIER FY14 YTDFY14

TargetVTF Trend

FY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTFFY14 YTD

VTF

IBS Top Box % 80% 77% 77% 71% 74% 81% 78% 86% 76% 80% 92% 87% 79% 83%

IBS Bottom Box % 4% 3% 7% 6% 6% 2% 4% 3% 4% 4% 1% 1% 4% 1%

Survey Response Count 1251 11764 1227 1372 2015 2382 1546 5422 2172 3034 3146 901 2468

CritSit Top Box % 78% 80% 82% 77% 79% 85% 81% 88% 82% 77% 96% 85% 79% 87%

CritSit Bottom Box % 6% 3% 6% 7% 8% 3% 4% 2% 3% 6% 0% 2% 6% 0%

CritSit Survey Response Count 298 1757 132 158 179 126 146 387 236 345 351 209 89

% RBS-QoTS Top Box 85% 80% 79% 76% 78% 86% 86% 91% 83% 87% 93% 86% 85% 84%

% RBS-QoTS Bottom Box 2% 3% 2% 1% 2% 1% 1% 1% 1% 1% 0% 1% 1% 2%

% RBS-CritSit Remediation Top Box 88% 85% 88% 87% 86% 92% 91% 94% 90% 91% 95% 91% 88% 86%

% RBS-CritSit Remediation Bottom Box 2% 3% 2% 1% 2% 1% 1% 1% 1% 1% 0% 1% 2% 2%

RBS Survey Response Count 1150 6536 819 1157 940 1060 997 3103 1755 765 1529 550 1202

Incident Volume (IPD) 35 38 ### 540 ### 43 ### 49 ### 35 ### 36 ### 25 ### 95 ### 62 ### 58 ### 88 ### 32 ### 106 ###

Cloud Incident Volume (IPD) 5 4 180 7 11 8 2 1 26 3 3 10 5 14

CritSit % of Total Created Incident 31% na 17% 13% 12% 9% 7% 11% 9% 14% 14% 15% 27% 4%

CTS TMPI 554 541 466 455 530 515 579 475 569 410 334 389 624 413

IR Met% (All) 96% 95% 93% 94% 94% 93% 96% 96% 93% 91% 99% 98% 94% 99%

Avg Days to Close (All Initial Sev) 26 31 30 37 44 48 37 40 28 40 37 43 54

Avg Days to Close (Initial Sev 1 / A) 20 18 18 21 23 20 17 20 18 25 29 32 42

Avg Days to Close (Initial Sev B) 27 30 29 34 43 41 34 37 27 39 39 42 54

Backlog 506 na 10884 793 1213 1009 1162 602 2531 1086 1465 2158 771 4044

Backlog/IPD 14 na 20 18 25 29 32 25 27 17 25 25 24 38

Labor Mix % HC 53% 57% 50% 41% 35% 43% 41% 20% 37% 17% 1% 4% 12% 100%

Labor Mix % MC 28% 27% 8% 9% 5% 4% 5% 69% 28% 52% 0% 22% 3% 0%

Labor Mix % LC 19% 16% 41% 49% 60% 53% 55% 11% 35% 31% 98% 74% 85% 0%

Cust

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Ops

LatAm - [All up] JapanUS Canada UK France Germany CEE WE MEA GCR APAC India

FY14 Premier Benchmark – WW SE Scorecard

LATAM Premier ReviewP12 FY14

5 July 2014

Financial Performance

YTD Premier Allocated Minutes& Consumption Ratio

• Consumption ratio reflects higher than budgeted revenue (3.23%)• There was no true up in FY14 on either PFE or CTS side

Premier Allocated $$sIn-House* Allocation Calculation

TOTAL** Allocation Calculation

* In-House allocations = Allocations based on Revenue * Cogs rate (without Incubation and RC for PFE and w/o outsourced and non-delivery for CTS)** Total allocations = In-house allocations + Incubation and RC for PFE and w/o outsourced and non-delivery for CTS

PAR does not include the Other allocations anymore – they are only available in EMR

YTD Premier Allocated $$s by Sub

CTS Internal and Outsourced minutes

Premier Allocation Passback

P12 Minutes vs Budget/Forecast

Thank you!