Cloud Contact Center Software Issue Reporting and Resolution Guide for

Purpose The Issue Reporting and Resolution Guide serves to explain the following How do I identify and report an issue? When do I open a Support case? How do I escalate? 2

Issue Identification and Reporting For all issues, except basic questions, your first step should be to open a Case. If you have a question, your first point of contact should be your Implementation Manager. IMPLEMENTATION MANAGER John Obrero Office For all issues, except basic questions, your first step should be to open a Case. If you have a question, your first point of contact should be your Implementation Manager. IMPLEMENTATION MANAGER John Obrero Office I have an issue, what do I do? Who do I contact for help? Contact your Implementation Manager for assistance Open a Case What kind of issue is it? Is it a Question about your configuration? Is it impacting your Service (i.e. ability to answer or make calls)? 3

Opening a Case If it’s not a Configuration Question, the first step is to open a Case When creating a Case there are two methods available: Call – Select Option 1, for Support, – Input your account number, when prompted – For the question about “at home representative status”, Select Option 2 Send an to – Please be sure to CC your Implementation Manager so that they are aware of the Case When opening a Case try to provide the following information: Description of the issue Domain Name Campaign Name Agent Name Time and Date of Occurrence Screenshot (if there was an error message displayed) Logs If the issue is related to a particular call please provide the following details: Inbound Call - DNIS Number and Caller ANI Outbound Call - DNIS Dialed Date and time of the call When opening a Case try to provide the following information: Description of the issue Domain Name Campaign Name Agent Name Time and Date of Occurrence Screenshot (if there was an error message displayed) Logs If the issue is related to a particular call please provide the following details: Inbound Call - DNIS Number and Caller ANI Outbound Call - DNIS Dialed Date and time of the call What do I do I need to do to open Case? 4

I’ve opened a Case, what’s next? Contact your Implementation Manager to work through your issue If Support is not able to resolve your issue quickly, it is recommended that you Escalate it What is the issue severity level? Important but not critical Important but not critical It’s a critical issue and I’m unable to make or take calls It’s a critical issue and I’m unable to make or take calls The Issue Reporting and Escalation process has 3 Phases: Initial Issue Reporting − In this phase a Case is opened and the issue is initially reported to Five9 for resolution First Escalation Point − This phase is the initial point of escalation and should be used before escalating to the Director level Executive Level Escalation − An escalation to the Executive level should only be used in cases where the initial escalation has not received an adequate response to the issue and/or the call center is down The Issue Reporting and Escalation process has 3 Phases: Initial Issue Reporting − In this phase a Case is opened and the issue is initially reported to Five9 for resolution First Escalation Point − This phase is the initial point of escalation and should be used before escalating to the Director level Executive Level Escalation − An escalation to the Executive level should only be used in cases where the initial escalation has not received an adequate response to the issue and/or the call center is down 5

Issue Reporting and Escalation Guidelines When should I Escalate an Issue? An Escalation should be instigated when any of the following criteria are met: Your call center is DOWN A critical, Production impacting issue is encountered that needs IMMEDIATE attention A Case has been open and there has been no updates for 24 hours A Case has been opened and it is not getting what you believe to be the appropriate level of attention First point of Escalation for Critical Issues Call Center Manager Jervin Armado Office Professional Services Manager Resty Almojuela Office First point of Escalation for Critical Issues Call Center Manager Jervin Armado Office Professional Services Manager Resty Almojuela Office

Director Level Escalations It is appropriate to escalate to the Executive level in cases when the issue has not received a sufficient level of responsiveness and/or the call center is down. If an escalation to the Executive is necessary please contact the Executive level. Regardless of the time of day you will be able to reach a Five9 Director to help with your issues! Escalating to the Executive Level Director, Customer Success Frank Hardesty Office Mobile Escalating to the Executive Level Director, Customer Success Frank Hardesty Office Mobile I’ve Escalated my issue but I don’t feel like it is getting enough attention… 7

Initial Point of Issue Reporting: Tier 1 Customer Support Select Option 1 for Support, Notify your Implementation Resource of the issue: IMPLEMENTATION MANAGER John Obrero Office Critical Issues*: Call Center Manager Jervin Armado Office Professional Services Manager Resty Almojuela Office Critical Issue Escalation*: Director, Customer Success Frank Hardesty Office Mobile * After initial Case has been opened Issue Reporting and Resolution Plan Initial Issue Reporting First point of Escalation Escalating to the Next Level 8