Call Center Support Process Web Support & Maintenance for BGC Partners Version 1.1 June 3, 2016 Notice: The enclosed material is proprietary to TRIZE Consulting & CNT Tech co.

Revision History RevisionDateDescriptionPrepared V1.1June 3, 2016 Updated Website Monitoring Escalation Process by reflecting Automated Ticket Issue Function in Monitoring System Sun You / YC Jung V1.0April 30, 2016First IssueKwon Kim

1.Highlights 2.Website Monitoring Escalation Process 3.1 User Initiated by Call or Escalation Process 3.2 User Initiated by Ticketing System Escalation Process 4. Template Table of Contents

1. Highlights a.Effective and prompt communication. Including relevant information in the communication Responding in timely manner Identify who we are and how we can be reached in the communication b.Well defined support processes and execution. Detailed manual documentation Training Ticket lifecycle (Created  Responded  In Progress  Closed) c.BGC admin team wants to be updated frequently about ongoing issues. Ed Cacas – David Jung –

1. System Monitoring 2. Website Monitoring Escalation Process – Flow Chart 2. Automatic Verification: Is website working? Resume Normal Monitoring Yes No In 3 minutes 2. Automatic Verification: Is website working? No 2. Automatic Verification: Is website working? No In 3 minutes 3. Automatic Ticket Issuing Yes 4. Alert Generated 5. Send to Hosting & BGC 6. Call Hosting By phone And/Or 7. Hosting working on Issue 9. Resolution Is website Working? 10. Close Trouble Ticket 12. Update Trouble Ticket 8. Update Progress To BGC Every 30 minutes No Yes 11. Update Progress To BGC 13. Update Progress To BGC Resume Normal Monitoring

※ Description 1.Monitoring system running 24 hours/7 days. 2.When Monitoring system detects an issue, it validates the issue with 3 times every 3 minutes. 3.If Monitoring system determined that there is an issue, it creates a ticket automatically 4.Monitoring system alerts the support engineer. 5.Support engineer sends issue notification to the hosting company or hosting contact. See “Issue Notification ” template. CC BGC admin team in the if this is critical priority (urgent) issue. 6.If the hosting company/contact has the telephone number, contact them by phone and notify the issue. 7.Hosting company working on the issue. 8.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin regardless if there is any update or not. See “Issue Update for BGC” template. 9.Hosting company comes back with the resolution. Support engineer test the website to validate. 10.If resolved, support engineer updates the ticket with the test information from step #9 and status to “Closed” 11.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the issue has been resolved. See “Issue Update for BGC” template. 12.If not resolved, support engineer adds history the ticket with the test information, inform the hosting company that the issue still exists. 13.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the hosting company’s resolution did not resolve the issue. See “Issue Update for BGC” template. 2. Website Monitoring Escalation Process – Description

1. BGC indentifies an issue 2. Contact call center by or phone 3. Manual Verification: Is website working? Yes 5. Create Trouble Ticket No 7. Send to Hosting & BGC 8. Call Hosting By phone 9. Hosting working on Issue 12. Resolution Is website Working? 13. Close Trouble Ticket 15. Update Trouble Ticket 10. Update Progress To BGC Every 30 minutes No Yes 14. Update Progress To BGC and BGC caller 16. Update Progress To BGC Resume Normal Operation 4. Notify BGC caller 11. Update Progress To BGC caller Every 1 hour Resume Normal Operation And/Or 6. Notify BGC caller 3.1 User Initiated By Call or Escalation Process – Flow Chart

※ Description 1.A BGC person identifies an issue with a website. 2.BGC person calls or sends an to support. 3.Support engineer validates the issue 3 times every 3 minutes. 4.If it is determined that there is no issue, support engineer notifies BGC person from step #2 by informing that no issues have been found. 5.If it is determined that there is an issue, support engineer creates a ticket, updates the status to “Responded” then “In Progress”. 6.Support engineer notifies BGC person from step #2 by information that a ticket has been created based on the reported issue. See “Ticket Creation ” template. 7.Support engineer sends issue notification to the hosting company or hosting contact. See “Issue Notification ” template. CC BGC admin team in the if this is critical priority (urgent) issue. 8.If the hosting company/contact has the telephone number, contact them by phone and notify the issue. 9.Hosting company working on the issue. 10.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin regardless if there is any update or not. See “Issue Update for BGC” template. 11.Support engineer provides an update to BGC person from step #2 every hour. 12.Hosting company comes back with the resolution. Support engineer test the website to validate. 13.If resolved, support engineer updates the ticket with the test information from step #12 and status to “Closed” 14.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the issue has been resolved. See “Issue Update for BGC” template. 15.If not resolved, support engineer adds history the ticket with the test information, inform the hosting company that the issue still exists. 16.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the hosting company’s resolution did not resolve the issue. See “Issue Update for BGC” template. 3.1 User Initiated By Call or Escalation Process – Description

1. BGC indentifies an issue 2. BGC user creates Trouble Ticket 4. Manual Verification: Is website working? Yes 3. Update Trouble Ticket 7. Send to Hosting & BGC 8. Call Hosting By phone 9. Hosting working on Issue 12. Resolution Is website Working? 13. Close Trouble Ticket 15. Update Trouble Ticket 10. Update Progress To BGC Every 30 minutes No Yes 14. Update Progress To BGC and BGC caller 16. Update Progress To BGC Resume Normal Operation 6. Notify BGC user 11. Update Progress To BGC caller Every 1 hour Resume Normal Operation 5. Close Trouble Ticket No And/Or 3.2 User Initiated By Ticketing System Escalation Process – Flow Chart

※ Description 1.A BGC person identifies an issue with a website. 2.BGC person logs into the ticketing system and creates a ticket. 3.Call center person reviews the ticket, updates the status to “Responded”. 4.Support engineer reviews the ticket, updates the status to “In Progress”. Support engineer validates the issue 3 times every 3 minutes. 5.If it is determined that there is no issue, support engineer updates the ticket with the test information from step #4 and status to “Closed”. 6.Support engineer notifies BGC person from step #2 by informing that no issues have been found. See “Issue Update for BGC” template. 7.If it is determined that there is an issue, support engineer sends issue notification to the hosting company or hosting contact. See “Issue Notification ” template. CC BGC admin team in the if this is critical priority (urgent) issue. 8.If the hosting company/contact has the telephone number, contact them by phone and notify the issue. 9.Hosting company working on the issue. 10.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin regardless if there is any update or not. See “Issue Update for BGC” template. 11.Support engineer provides an update to BGC person from step #2 every hour. 12.Hosting company comes back with the resolution. Support engineer test the website to validate. 13.If resolved, support engineer updates the ticket with the test information from step #12 and status to “Closed” 14.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the issue has been resolved. See “Issue Update for BGC” template. 15.If not resolved, support engineer adds history the ticket with the test information, inform the hosting company that the issue still exists. 16.ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the hosting company’s resolution did not resolve the issue. See “Issue Update for BGC” template. 3.2 User Initiated By Ticketing System Escalation Process – Description

4.1 Template – Issue Notification Hello, This is TRIZE/CNT Web Support Team. We have identified an issue with the following BGC Partners website and contacting you as requested by BGC Partners. Please review the information below and take the appropriate actions. Also, please provide us an update/progress, so we can promptly report them to BGC Partners. 1. Website: 2. Symptom: Site outage / Slow site performance / Page error / Etc. 3. TRIZE/CNT Internal Ticket # (Please use this as reference when contacting us): Diagnostic Information: 1 st attempt : april, 28th, 21:54:23. Result AAAAAA 2 nd attempt : april, 28th 21: 57:23 Result AAAAAA 3 rd attempt : april, 28th 21:59:23 Result AAAAAA 5. Website Monitoring Result: 6. Screen Shot Thank you, TRIZE/CNT Web Support (24 hours/7 days) Subject: Notification - Ticket # 99 Site outage / Slow site performance / Page error / Etc.

4.2 Template – Issue Update for BGC Hello, This is TRIZE/CNT Web Support Team. We are providing a progress update on the following issue. 1. Website: 2. Symptom: Site outage / Slow site performance / Page error / Etc. 3. TRIZE/CNT Internal Ticket # (Please use this as reference when contacting us): Update/Progress Information: 04:03 site down. 04:07 [Shankar] manually checked still down (Screen Shots) 04:10 [Shankar] manually checked still down (Screen Shots) 04:12 [Shankar] Manually checked still down (Screen Shots) 04:13 Ticket Issued 04:15 [Shankar] Called XXXX Hosting Company and explained the current situation to [Mr. Edward]. Edward said he would look into the site [or Screen shots] 04:24 [Mr. Edward] Called and discussed ….. [or Screen shots] 04:31 [Shankar] called [Mr Edward] and discussed … [or Screen shots] [For Media Temple, put screen shots of PIN & Conversations done in Media Temple Help Desk Site] Thank you, TRIZE/CNT Web Support (24 hours/7 days) Subject: Update - Ticket # 99 Site outage / Slow site performance / Page error / Etc.

4.3 Template – Ticket Creation Hello, This is TRIZE/CNT Web Support Team. We have created a ticket for you based on the issue you reported. We will provide a progress update soon. 1. Website: 2. Symptom: Site outage / Slow site performance / Page error / Etc. 3. TRIZE/CNT Internal Ticket # (Please use this as reference when contacting us): : Diagnostic Information: 1 st attempt : april, 28th, 21:54:23. Result AAAAAA 2 nd attempt : april, 28th 21: 57:23 Result AAAAAA 3 rd attempt : april, 28th 21:59:23 Result AAAAAA 5. Website Monitoring Result: 6. Screen Shot Thank you, TRIZE/CNT Web Support (24 hours/7 days) Subject: Notification - Ticket # 99 Site outage / Slow site performance / Page error / Etc.

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