ALD: Agent Lenders Problem Escalation Process Flows A guideline to agent lenders for resolving problems occurring during the daily ALD process flow October 2006 1 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Content Files and notifications flow Guidelines and legend File sent decision making process Problem research flows: Agent lender connecting direct to DTCC Agent lender and broker-dealer both direct to DTCC A/L using DTCC, B/D using EquiLend A/L using DTCC, B/D using SunGard Agent lender connecting through EquiLend Agent lender and broker-dealer both using EquiLend A/L using EquiLend, B/D using DTCC A/L using EquiLend, B/D using SunGard Agent lender connecting through SunGard Agent lender and broker-dealer both using SunGard A/L using SunGard, B/D using DTCC A/L using SunGard, B/D using EquiLend Version 5 changes 2 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Agent Lender Daily file transmission process files and notifications flow Problem Notification & Update Expected File Receipt/ Delivery DTCC systemic failure notification SunGard Broker-Dealer (SunGard client) Broker-Dealer A Problem Notification Agent Lender DTCC Broker-Dealer B Problem Notification Broker-Dealer (DTCC direct connect) Broker-Dealer C Problem Notification EquiLend Broker-Dealer (EquiLend client) 3 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Agent Lender Daily file transmission process Guidelines and Legend Prior to beginning the daily process in the live production environment, the agent lender should communicate with all its broker dealers any conditions that are specific to its business, e.g. ALD group email and other contact information, vendor used, daily time for generating the loan and collateral files, etc. Agent lenders must notify broker-dealers of problems or delays in delivering loan and/or collateral file(s) Agent lenders must notify both the broker-dealer and SunGard of problems or delays if the broker-dealer is using the SSF ALDOP Management Application Guidelines for agent lender problem notification: Send e-mail to the group address specified for each applicable firm Identify your firm and contact information Specify general nature and severity of the problem Specify any estimate for correcting the problem Specify if this is the initial notification of the problem or an update related to a prior notification Note about DTCC: DTCC will send automatic notifications in the case of systemic failures only. These notifications will be sent to anyone who wishes to receive them and who provides a contact email to DTCC. Any agent lender who wishes to be part of this notification process should send a contact email to Margaret Koontz, mkoontz@dtcc.com Legend: Notify File creation Problem Agent lenders must produce notification of problems with creating the loan and/or collateral file(s) Notify Late Files Creation Agent lenders must produce notification of delays of the creating the loan and/or collateral file(s) Notify File Transmission Problem Agent lenders must produce notification of a problem transmitting the loan and/or collateral file(s) Notify Late File Transmission Agent lenders must produce notification of a delayed but successful transmission of the loan and/or collateral file(s) 4 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

File sent decision making process *Determine internal deadline to successfully create and transmit files to ensure broker-dealer receipt by 3:00 AM Start Fix Problem Create ALD Loan & Collateral Files Notify File creation Problem Yes Before *Deadline? Create Successful? No No Yes No Before *Deadline? Notify Late Files Creation Yes Send Files to DTCC / Vendor Fix Problem Notify File Transmission Problem Yes Before *Deadline? No Transmit Successful? No Yes Before *Deadline? Notify Late File Transmission No Yes End 5 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem research flows Agent lender connecting direct to DTCC Agent lender and broker-dealer both direct to DTCC A/L using DTCC, B/D using EquiLend A/L using DTCC, B/D using SunGard 6 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Broker-dealer Agent Lender Problem research flows (Direct to DTCC) A/L Files created? No Start Check DTCC website for agent lender files Yes Update B/D with status Correct related Problems Contact Agent Lender by phone & e-mail No File Available? Create A/L Files No Files Accepted by DTCC? Yes Yes Yes A/L Files created? No Check DTCC website for A/L Files Update B/D with status Notify DTCC & B/D of conflicting info Resolve issue with DTCC Resolve retrieval problem with DTCC hotline Correct related Problems Send Files to DTCC Update B/D with status Update B/D with status Files Accepted by DTCC? No Yes Update B/D with status Retrieve files from DTCC End 7 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Broker-dealer Agent Lender (EquiLend) Agent Lender (DTCC) EquiLend A/L Files created? Start No Yes Files Available at DTCC? No Contact Agent Lender by phone & e-mail Yes Update B/D & EquiLend with status Check EquiLend browser for agent lender files Correct related Problems Check DTCC website for A/L Files Create A/L Files No Files Accepted by DTCC? Yes Files Received from DTCC? Contact EquiLend by phone & e-mail No Files Available? A/L Files created? No Yes Yes No Check DTCC website for A/L Files Yes Update B/D & EquiLend with status Resolve B/D retrieval Issue Resolve retrieval problem with EquiLend Notify DTCC, B/D & EquiLend of conflicting info Update B/D with status Correct related Problems Resolve issue with DTCC Resolve retrieval problem with DTCC Send Files to DTCC Update B/D & EquiLend with status Update B/D & EquiLend with status Files Accepted by DTCC? Update B/D with status No Yes Retrieve files from EquiLend Update B/D & EquiLend with status End 8 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Broker-dealer Agent Lender (SunGard) Agent Lender (DTCC) SunGard A/L Files created? No Contact Agent Lender by phone & e-mail Start No Yes Files Available at DTCC? Update B/D & SunGard with status Check SunGard website for agent lender files Yes Correct related Problems Check DTCC website for A/L Files Create A/L Files Files Accepted by DTCC? Yes No A/L Files created? No Files Received from DTCC? Contact SunGard by phone & e-mail No File Available? No Check DTCC website for A/L Files Yes Yes Yes Update B/D & SunGard with status Resolve B/D retrieval Issue Resolve retrieval problem with SunGard Notify DTCC, B/D & SunGard of conflicting info Update B/D with status Correct related Problems Resolve issue with DTCC Resolve retrieval problem with DTCC Send Files to DTCC Update B/D & SunGard with status Update B/D & SunGard with status Files Accepted by DTCC? Update B/D with status No Yes Retrieve files from SunGard Update B/D & SunGard with status End 9 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem research flows Agent lender connecting through EquiLend Agent lender and broker-dealer both using EquiLend A/L using EquiLend, B/D using DTCC A/L using EquiLend, B/D using SunGard 10 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Agent Lender Broker-dealer (EquiLend) Broker-dealer (EquiLend) EquiLend A/L Files created? No Start Yes Update B/D & EquiLend with status Check EquiLend browser for agent lender files Correct related Problems Contact Agent Lender by e-mail Contact EquiLend by phone & e-mail Notify EquiLend & B/D of conflicting vendor info File Available? Create A/L Files No A/L Files created? No Yes EquiLend & A/L resolve conflicting info Files Accepted by EquiLend? Yes Yes Update B/D & EquiLend with status No Update B/D & A/L with status Correct related Problems Send Files to EquiLend Resolve retrieval problem with EquiLend Update B/D & EquiLend with status Files Accepted by EquiLend? No Yes Update B/D & EquiLend with status Retrieve files from EquiLend End 11 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Agent Lender Broker-dealer EquiLend (DTCC) EquiLend A/L Files created? No Start Contact Agent Lender by e-mail Check DTCC website for agent lender files Yes Update B/D & EquiLend with status Correct related Problems No Files Received from A/L? Contact EquiLend by phone & e-mail No File Available? Create A/L Files Yes Yes Yes A/L Files created? No Files Accepted by DTCC? Files Accepted by EquiLend? Resolve retrieval problem with DTCC hotline Yes Update B/D & EquiLend with status No No Yes EquiLend & B/D Resolve retrieval problem with DTCC Notify EquiLend & B/D of conflicting info EquiLend & A/L resolve conflicting info Correct related Problems Update B/D & A/L with status Update B/D & EquiLend with status Send Files to EquiLend Resolve issue with DTCC Update B/D & EquiLend with status Files Accepted by EquiLend? Update B/D & A/L with status No Yes Update B/D & EquiLend with status Retrieve files from DTCC End 12 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Agent Lender Problem Research Flows Broker-dealer EquiLend SunGard A/L Files created? No Contact Agent Lender by e-mail Start Yes No Files Received from A/L? Check SunGard website for agent lender files Update B/D, SunGard & EquiLend with status Contact EquiLend by phone & e-mail Yes No Files Available at DTCC? Correct related Problems Files Available? Files Accepted by DTCC? No Yes Yes Create A/L Files Yes Contact SunGard by phone & e-mail No EquiLend & SunGard resolve retrieval problem with DTCC Check DTCC website for A/L Files A/L Files created? No No Yes Files Received from DTCC? Update SunGard & A/L with status Update B/D, SunGard & EquiLend with status Resolve retrieval problem with SunGard Yes Files Accepted by EquiLend? Resolve issue with DTCC Resolve B/D retrieval Issue No Yes Update B/D with status Update SunGard & A/L with status Notify EquiLend, SunGard & B/D of conflicting info Resolve retrieval problem with DTCC EquiLend & A/L resolve conflicting info Update B/D with status Correct related Problems Update SunGard & A/L with status Send Files to EquiLend Update EquiLend & B/D with status Update B/D, SunGard & EquiLend with status Update B/D with status Files Accepted by EquiLend? No Retrieve files from SunGard Update B/D, SunGard & EquiLend with status Yes End 13 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem research flows Agent lender connecting through SunGard Agent lender and broker-dealer both using SunGard A/L using SunGard, B/D using DTCC A/L using SunGard, B/D using EquiLend 14 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Agent Lender Broker-dealer (SunGard) Broker-dealer (SunGard) SunGard A/L Files created? No Start Contact Agent Lender by phone & e-mail Check SunGard website for agent lender files Yes Update B/D & SunGard with status No Files Received from A/L? Contact SunGard by phone & e-mail File Available? Correct related Problems No Notify SunGard & B/D of conflicting vendor info Create A/L Files Yes Yes Resolve B/D retrieval Issue A/L Files created? No Update B/D with status Files Accepted by SunGard? Yes Yes Update B/D & SunGard with status No SunGard & A/L resolve conflicting info Resolve retrieval problem with SunGard Correct related Problems Update B/D & A/L with status Send Files to SunGard Update B/D & SunGard with status Files Accepted by SunGard? No Yes Update B/D & SunGard with status Retrieve files from SunGard End 15 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Agent Lender SunGard Broker-dealer (DTCC) A/L Files created? No Start Contact Agent Lender by phone & e-mail Check DTCC website for agent lender files Yes Update B/D & SunGard with status Correct related Problems No Files Received from A/L? Contact SunGard by phone & e-mail No File Available? Create A/L Files Yes Yes Yes A/L Files created? No Files Accepted by DTCC? Files Accepted by SunGard? Resolve retrieval problem with DTCC hotline Yes Update B/D & SunGard with status No No Yes SunGard & B/D Resolve retrieval problem with DTCC Notify SunGard & B/D of conflicting info SunGard & A/L resolve conflicting info Correct related Problems Update B/D & A/L with status Send Files to SunGard Update B/D & SunGard w/ status Resolve issue with DTCC Update B/D & SunGard with status Files Accepted by SunGard? Update B/D & A/L with status No Update B/D & SunGard with status Yes Retrieve files from DTCC End 16 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Agent Lender Broker-dealer (SunGard) Broker-dealer (EquiLend) SunGard EquiLend A/L Files created? No Start Contact Agent Lender by phone & e-mail Yes Update B/D, SunGard & EquiLend with status No Files Received from A/L? Contact SunGard by e-mail Check EquiLend browser for agent lender files No Yes Correct related Problems Files Available at DTCC? Files Accepted by DTCC? Yes Yes No Files Available? Create A/L Files A/L Files created? EquiLend & SunGard resolve retrieval problem with DTCC Check DTCC website for A/L Files No No Yes Yes No Files Received from DTCC? Contact EquiLend by phone & e-mail Update B/D, SunGard & EquiLend with status Update B/D, EquiLend & A/L with status Files Accepted by SunGard? Yes Resolve issue with DTCC Resolve retrieval problem with EquiLend Resolve B/D retrieval Issue No Yes Update B/D with status Notify EquiLend, SunGard & B/D of conflicting info Update B/D, EquiLend & A/L with status Resolve retrieval problem with DTCC SunGard & A/L resolve conflicting info Correct related Problems Update B/D with status Update B/D, EquiLend & A/L with status Send Files to SunGard Update B/D, SunGard & EquiLend with status Update SunGard & B/D with status Files Accepted by SunGard? No Retrieve files from EquiLend Update B/D, SunGard & EquiLend with status Yes End 17 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows

Problem Research Flows Version 5 changes Changed method of EquiLend contacting agent lenders and SunGard from “phone & e-mail” to “e-mail” only on all flows as per comments from EquiLend. 18 10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows