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Ingram Micro Services Network (IMSN) Mission Statement - page 11 / 13

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Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

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Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

Quality Satisfaction Metrics

Customer-satisfaction calls placed on all incidents within 72 hours of completion

Partners are measured on response time, technical capability, professionalism and communication

All members must maintain a minimum satisfaction rating of 4.5 (on a 1-5 scale)

Members who fall below 4.5 are reviewed by a compliance team

IMSN consistently scores on par with or above the national average satisfaction rating

IMSN is also benchmarked against nationwide service providers through Service 800, a CompTIA affiliate

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