Tier 3 Activation and Port Training Deck

Agenda Enrollment and Activation Overview Member Enrollment Member Activation Tier 3 Overview Work Comes In/Source Process Workflow What Goes Out Partners Tools and Systems Demos Troubleshooting Accidental Phone Number Change – Restoring the Original Number Valid Puerto Rico Zip Codes Failing In Activation and Phone Number Change Member is Not Able to Activate – SIM Not In “Shipped” Status Member Not Activated In Customer Center – Able to Use Service Failed - Cancel Port and Create New Port Expired Port

Enrollment and Activation Overview Confidential and Proprietary |3

Member Enrollment to Receipt of SIM Confidential and Proprietary |4 11 Member enrolls at solavei.com/signup 22 Account created in Enabil BrightPoint processes order 33 1.Enter personal details 2.Order or enter SIM # 1.Assign member ID 2.Create account 3.Create order and send to BrightPoint 1.Select and ship SIM 2.Send SIM # and ‘shipped’ status to Enabil 44 Activation page made available 1.Enabil sends ‘shipped’ status to activate.solavei.com 55 Member receives SIM 1.Package arrives with order number and SIM

Request Port Confidential and Proprietary |5 Member activates at activate.solavei.com Enabil requests provisioning T-Mobile request port 1.Enter member ID and order number 2.Enter porting details or request Solavei number 1.Account updated with porting details 2.MSISDN assigned 3.Provision request sent to T-Mobile (MSISDN, port details, SOCs) 1.Request port OSP releases number 1.Check port details 2.Approve or reject port request T-Mobile activates service 1.Send OSP status to Enabil 2.Activate MSISDN and SOCs 3.Send activation status to Enabil 4.Send SMS text to member Enabil updates account 1.Log transaction in SMTX 2.Update port in panel 3.Update service status

Request Solavei Number Confidential and Proprietary |6 Member activates at activate.solavei.com Enabil requests provisioning 1.Enter member ID and order number 2.Request Solavei number 1.MSISDN assigned 2.Provision request sent to T-Mobile (MSISDN, port details, SOCs) 1.Activate MSISDN and SOCs 2.Send activation status to Enabil 3.Send SMS text to member T-Mobile activates service Enabil updates account 1.Log transaction in SMTX 2.Update service status

Enrollment vs. Activation Enrollment Is processed at Solavei.com (SCCP) Sets them up in the online Community Gives the member their Member ID Activation Creates the account in Customer Center Starts the port-in process Confidential and Proprietary |7

Tier 3 Overview Confidential and Proprietary |8

Work Comes In These issues have three sources: 1.MSS Escalations via RightNow 2.SMTx errors that the Offline Port team is unable to resolve - Escalated by opening a RightNow incident 3.HQ Escalations - Approved escalations are added to RightNow Confidential and Proprietary |9 This team resolves all issues where involvement from either T-Mobile Ops and/or Enabil Support is required to complete activations, ports, MSISDN changes, SIM changes, system alignment and SOC issues. RightNow “Activation – Port” Queue HQ MSS Escalations Offline Port

Incident gets logged in Activation - Port queue Source Process Workflow Confidential and Proprietary |10 Member calls in to MSS MSS is unable to resolve incident Incident gets logged in Activation - Port queue MSS HQ Offline Port Team Incident gets logged in Activation- Port queue Offline Port Team is unable to resolve incident Offline Team LeadTier 3 MSS SMTx Member calls in to HQ

Work Goes Out Confidential and Proprietary |11 Customer Care SharePoint Reference Transaction to T-Mobile Support - Troubleshoot and determine remedy - Collaborate with T-Mobile or Enabil (or both) Create incident in SharePoint list and update as needed Reasons to Escalate to Solavei Corporate: 1.New Issue - Any issue where the resolution is unknown to Tier 3 2.Unresolvable - Any issue that cannot be fixed 3.Large Volume of Tickets - A spike in one or more issue types 4.Broken Process - If T-Mobile or Enabil cannot or will not work standard requests Billing System Issue Tier 3 Enabil development team reviews incidents in SharePoint and provides fixes

Partners Confidential and Proprietary |12 T-Mobile Ops If both Enabil Support and the T-Mobile NTC are unable to resolve an issue, T-Mobile Support is often needed to provide assistance. Issues are escalated by when support is needed. Contacts: and copy Mobile.com T-Mobile Number Transfer Center (NTC) T-Mobile department responsible for port escalations. Some issues can be resolved with help from the NTC. Send an with the subject “Solavei Port Escalation”. Contact: HQ (Corporate Member Experience) In addition to routing corporate escalations to Tier 3 Provisioning, HQ will be the point of contact for escalations from Tier 3 Provisioning. Contacts: and Enabil Customer Center development team resolve incidents logged in SharePoint “Act and Port Tier 3” list.

Tools and Systems Confidential and Proprietary |13 SharePoint list Internal tool used by Tier 3 team to track and troubleshoot issues as well as assign issues to Enabil Support Act and Port Tier 3 Sharepoint List WholeSale Customer Service Manager T-Mobile’s web-based tool used to query their wholesale billing system (Convergys) Used to check network provisioning for Solavei members WCSM Customer Center error log system Order errors can be found and resubmitted SMTx

SharePoint Demo Creating/Updating Incidents in SharePoint 1.Go to SharePointSharePoint 2.Click the “New Item” button 3.Fill in all required fields per Appendix 1.0Appendix Change Status Field to “Open” Note: Tickets should be worked in the following priority: - Corporate escalations where Incident Source = “VIP” - By Date Incident Created Confidential and Proprietary |14

WCSM Demo Confidential and Proprietary |15 Troubleshooting with WCSM 1.Go to WCSMWCSM

T-Mobile WCSM Confidential and Proprietary |16 Search Screen The screen above will appear after logging into WCSM. Search for a subscriber by entering either the SIM or MSISDN into the respective field and press “Search”. Results Screen Any active or suspended subscribers that match the search criteria will appear under “Results”. Click on the MSISDN to view details. *Inactive/Deactivated subscribers may not return any results.

T-Mobile WCSM (continued) Confidential and Proprietary |17 Usage Clicking on the “Usage” link on the left side of the screen will show recent usage events for the subscriber. Current usage indicates that the subscriber’s phone is working. Subscriber Details The screen above will appear after clicking on the MSISDN in the results screen. Use this to confirm the SIM and MSISDN match, and the subscriber is in Active Status.

SMTx Demo How to Log In to SMTx Searching the Log Exporting to Excel Resubmitting Failed Orders Confidential and Proprietary |18

Troubleshooting Confidential and Proprietary |19

Accidental Phone Number Change – Restoring the Original Number Issue: This issue primarily occurs through user error in Customer Center when someone accidentally clicks on the “Change MSISDN” button on the “Customer Center - Service” tab. This issue involves a complicated change in T-Mobile’s systems, and as such they will only allow fixes of this kind of issue per month. Resolution Flow: Confidential and Proprietary |20 Tier 3 sends request to recover the MSISDN Tier 3 T-Mobile changes member’s number in their system T-Mobile sends resolution response Tier 3 Tier 3 enters MSISDN Change in Sharepoint Enabil completes the change

Valid Puerto Rico Zip Codes Failing in Activation and Phone Number Change Issue: Because of an error in T-Mobile’s systems, some valid Puerto Rico ZIP codes are being rejected as invalid ZIP codes during the activation process, causing the activation to error out. This will return a GEN – 0009 Error in the “Notes” tab of Customer Center. Resolution Steps: Confidential and Proprietary |21 Tier 3 changes POU Zip Code Tier 3 Enabil completes the change. Tier 3 submits request to submit activation

Member is Not Able to Activate – SIM Not In “Shipped” Status Issue: While attempting to activate their SIM at the activation website, the member will receive a message stating that the SIM has not been shipped. The solution for this is usually a simple data fix in Customer Center to change the “Order Status” to “Received” and to populate the SIM number into the activation webpage. Resolution Steps: Confidential and Proprietary |22 Tier 3 Enabil completes the change. Tier 3 submits request to change Ship Status and provide SIM number

Member Not Activated In Customer Center – Able to Use Service Issue This issue occurs when T-Mobile completes a new activation or new port in and Customer Center does not complete the activation or port in. This creates many issues including the member not being billed and their sponsor not getting credit for signing them up until the issue is resolved. Resolution Steps: Confidential and Proprietary |23 Tier 3 Enabil completes the change. Tier 3 submits request to Simulate Success

Failed - Cancel Port and Create New Port Use this solution when the Port In request needs to be canceled and a new port request fails. Resolution Steps: Confidential and Proprietary |24 Tier 3 sends request to change SIM to “AA” T-Mobile changes the SIM status. T-Mobile sends resolution response Tier 3 Tier 3 enters the cancel Port request in Sharepoint Enabil completes the change

Expired Port If a port has been delayed for 14 days, the port request will expire. The 14 day time is reset when a new port or port update is sent. In the event of an expired port, T-Mobile will have to manually change the status of the SIM and port request. Resolution Flow: Confidential and Proprietary |25 Tier 3 sends request to update SIM and Port Request Tier 3 T-Mobile updates SIM And cancels port T-Mobile sends resolution response Tier 3 Tier 3 requests a change To 5 Error Status in Customer Center Enabil completes the change

SIM Mismatch In Network Tab If the SIM number in Customer Center does not match the SIM in WCSM (or box 2 in the Network Tab), follow the steps below. 3 Possible Scenarios Member wants to use SIM that is in WCSM but not in Customer Center Member wants to use SIM that is in Customer Center, but not in WCSM Member wants to use a new SIM that is not in Customer Center or WCSM AND Customer Center and WCSM are showing different SIM numbers For All Scenarios Collect the SIM number in Customer Center, the SIM number in WCSM, the SIM number the member has and the SIM number they intend to use. Note all of these in the incident. Confidential and Proprietary |26 Tier 3 Enabil completes the change. Tier 3 submits request to change SIM to match T-Mobile

Appendix Confidential and Proprietary |27

SharePoint “Act and Port Tier 3 List” Required Fields Column TitleDescription Incident Source“CRM”, “SMTx”, or “VIP” depending on escalation path. Closed in CRMNew incidents will all be “No”. If resolved and closed in RightNow, then “Yes” Member NumberMember ID First NameMember First Name Last NameMember Last Name Issue Type“Activation”, “Port”, or “Customer Center Changes” depending on diagnosis Status Field(see next slide) Action Queue(see next slide) Failure ReasonMost recent error received following attempted changes (if known) Resolution ApproachSummary of resolution steps/additional instructions for external parties (if known) CommentsInformation regarding error, status updates, diagnosis, and resolution steps attempted/required Applicable MSISDNMSISDN member is trying to port SIMSIM the member is trying to use Confidential and Proprietary |28

SharePoint “ Act and Port Tier 3 List ” (continued) “Status”“Action”DescriptionNext Steps OpenTier 3 Incident has been added to SharePoint, awaiting diagnosis.See Troubleshooting Guide. PendingTier 3 Issue is in process with the Tier 3 Provisioning team. The team is waiting for results of steps already taken before proceeding. Update “Status” and “Action” fields as necessary. EscalatedEnabil Data fix needed (i.e. SIM overwrite to match T-Mobile, Port Status change) or Port requires resubmission due to wrong information entered in original Port Request. Include instructions for Enabil in the “Comments” field. Enabil Support has access to SharePoint and will add notes to “Comments” field. Will change to “Escalated/Returned from Enabil” once complete or if additional information is needed. EscalatedReturned from Enabil Incident has been moved from "Escalated/Enabil" following requested changes made by Enabil. Returned to Tier 3 for further action or confirmation of resolution. Update “Comments” as needed. Confirm resolution in Customer Center and WCSM or continue troubleshooting. Close or reassign RightNow incident as necessary. If resolved, change to “Resolved/Complete”. If T-Mobile fix needed, move to “Escalated/TMO Ops”. EscalatedTMO Ops Incident requires changes/additional information from TMO (i.e. Set SIM to AA, Cancel Port Request) Send to T-Mobile by . PendingTMO Ops Incident is in progress with T-Mobile and has already been ed. Awaiting update from T-Mobile. Update “Comments” once returned from T-Mobile, confirm resolution in Customer Center and WCSM. Close or reassign RightNow incident as necessary. If resolved, change to “Resolved/Resolved”. If Enabil fix needed, move to “Escalated/Enabil”. Resolved Issue has been resolved OR has been reassigned to Care for additional information needed from customer (i.e. SIM/MSISDN confirmation). No further action required. If the issue returns to the Tier 3 Provisioning team via escalation in RightNow, just update the status in the existing row. Confidential and Proprietary |29

Terminology Acronym/NameDescription AASIM Status - “Available" EnabilSolavei’s Customer Center Development Team MSISDNPhone Number OMSOnline Member Support OSPOld Service Provider RightNowCRM system used to assign, track, and update incidents. SCCPSystem? SIMSIM Card SOCFeature WCSM WholeSale Customer Service Manager - T-Mobile’s web-based tool used to query their wholesale billing system (Convergys). With high reliability, this tool can be used to check network provisioning for Solavei members. WISIM Status - "Active" Activation Failure Report Internal tool used by the Tier 3 Provisioning team to track and troubleshoot issues. Enabil Support also has access. This tool is used to assign issues to Enabil Support when necessary. Customer CenterAurora, Enabil - Solavei’s internal billing and provisioning system. Used to troubleshoot, diagnose, and resolve issues. SMTx Confidential and Proprietary |30

Resources Act and Port Tier 3 List: SharepointSharepoint Troubleshooting Guide: Tier 3 Act and Port Team Troubleshooting GuideTier 3 Act and Port Team Troubleshooting Guide Customer Center: Solavei.com: Tier 3 Queue Assignments: Wholesale Customer Service Manager (WCSM): Confidential and Proprietary |31