CallTower Implementation Process Overview

Implementation Project Manager Experience Expectations Execution CallTower IPMs place special focus on: Establishing clear implementation Expectations Ensuring success through Execution and delivery that is aligned with established expectations The customer’s Experience throughout the process CallTower’s Implementation Project Manager (IPM) is responsible for the entire Implementation Project and onboarding of our customers. The IPM will direct and coordinate all project activity and the efforts of the Implementation Team and resources. This includes CallTower individuals, departments, 3rd party entities, and the Customer, for required information, dependent tasks and responsibilities. 3. The IPM will manage, hold accountable, and ensure momentum with these parties, for the timely delivery of their tasks and responsibilities. The end goals of these efforts are: Advance the Customer through the implementation process as effortlessly and expeditiously as possible. Meet expectations that are established at the start of the project. Complete the implementation project on time. Complete the implementation within the planned budget.

Implementation Life-Cycle Average Total Calendar Days IPM Assigned l 7-Days l 10-Days l 17-Days l 47-Days l 48-Days l 51-Days l 58-Days l 60-Days l Prepare & Planning Refine & Design Implement Operate Acceptance & Project Close Optimize Kick-Off Call Go-Live To do this, CallTower’s IPMs follow an Implementation Life-Cycle process that consists of eight project phases. The Implementation Timeline Does Not Include the Approval and Processing Time of an Order A newly signed contract must go through several steps prior to an Implementation Project Manager (IPM) being assigned to a customer and the Implementation Process starting. The CallTower salesperson submits the order for processing - The order submission includes: the signed contract and addendums (if applicable); a completed Solution Engineer Questionnaire; four (4) VoIP tests, completed during peak business hours, showing acceptable results (if a VoIP solution); and other required forms and paperwork. The order and required accompaniments are received - The order, contract, and all accompaniments are reviewed and approved, the customer’s account is created, and a deposit is be collected. The customer’s order is sent to CallTower’s Implementation Department for IPM assignment. This approval and processing time typically takes between 5-7 business days before an order is sent to the Implementation Department, and an additional 1-2 business day before an IPM is assigned to the customer.

Prepare and Planning Phase Prepare & Planning Refine & Design Implement Operate Acceptance & Project Close Optimize Kick-Off Call Go-Live The Prepare & Planning Phase typically completes within 9 calendar days of the Customer’s order being processed.

Prepare and Planning Phase Prepare & Planning Actions CallTower IPM assigned to the customer Sales briefs IPM on customer’s current environment, purchased solution, business needs, and Customer Assessment form IPM builds the Implementation Project Plan, SOW, & Timeline IPM sends Introduction email to the Customer IPM schedules the Implementation Project Kick-Off Call Milestones CallTower Sales briefs CallTower IPM on Customer and Order Customer reviews Introduction email, attachments & info links Customer Completes Introductory Training (Videos) Implementation Project Plan & Timeline Built Implementation Project Kick-Off Call Scheduled In the Prepare & Planning Phase, the CallTower Implementation Project Manager and team will be preparing for the implementation start of the project through a variety of activities. The CallTower Implementation Team will also be providing guidance to ensure that the customer is in an acceptable “state of readiness” in order to begin the project properly.

Implementation Scope of Work 1. Purpose 2. Objectives 3. Deliverables & Requirements 4. Assumptions & Constraints 5. Implementation Timelines & Milestones 6. Fees, Charges, & Penalties 7. Roles & Responsibilities 8. Training 9. Escalation Path 10. Communications Plan 11. Change Management 12. Acceptance Criteria Creates Project and Process Clarity Defines: Project Scope Deliverables Project Assumptions Timelines Responsibilities Training Requirements Escalation Path Communications Process Establishes Expectations Regarding: Solution, Services, and Product(s) Implementation Project and Process Customer’s Level of Engagement Timeliness and Accuracy of Customer’s Deliverables

Implementation Project Plan CallTower IMPs build distinct Implementation Project Plans, unique to each customer’s needs and environment, and vary by the solution and product(s) purchased. IPMs employ a variety of resources to manage implementation projects and ensure their success, including a robust project management tool. This tool facilitates: Project clarity and status for all parties Management of the numerous tasks, dependencies, and deliverables Project timeline adherence

Implementation Kick-Off Call Phase Prepare & Planning Refine & Design Implement Operate Acceptance & Project Close Optimize Go-Live The Kick-Off Call typically occurs within 2-3 calendar days after the Prepare & Planning Phase has completed.

Kick-Off Call Phase Actions Milestones CallTower Introductions, Roles & Responsibilities Review the Scope of Work (SOW) Review the Implementation Project Plan and Timeline Customer Understanding and Agreement to the SOW and Project Plan Solution and Product(s) to be delivered Responsibilities, Deliverables, and Implementation Timeline Milestones Identify Key Stakeholders – Roles and Responsibilities Review the Implementation Scope of Work Ensure Alignment with Customer’s Needs and Expectations Review Implementation Project Plan Establish the Communications Process/Plan Review Training Responsibilities, Due Dates, Resources, Etc. Commit to the Implementation Project Plan Timeline Review the Implementation Escalation Path Schedule Weekly Reoccurring Project Review Call In the Kick-Off Call Phase, the CallTower Salesperson will introduce the Implementation Project Manager (IPM) and onboarding team to the Customer’s stakeholders, Main Point of Contact (MPOC), and any additional onboarding resources. The CallTower IPM will review: the Implementation SOW; the services purchased; characteristics of the solution; roles, responsibilities, and deliverables of all parties; the Implementation Project Plan; project timeline; and Project Charter. Finally, the IPM will ensure the customer is in an acceptable “state of readiness” in order to begin the project properly.

Refine and Design Phase Refine & Design Kick-Off Call Prepare & Planning Implement Operate Acceptance & Project Close Optimize Go-Live The Refine & Design Phase is typically completed within 7 calendar days, after the Kick-Off Call has occurred.

Acceptance & Project Close Implement Phase Refine & Design Implement Kick-Off Call Prepare & Planning Operate Acceptance & Project Close Optimize Go-Live The Implementation Phase typically completes within 30 calendar days, after the Refine & Design Phase has completed.

Implement Phase Implement Milestones Actions CallTower Order and facilitate installation/set-up of; hardware/equipment, DIDs, and Circuits, as applicable Build users, call flows, AA, etc. in CallTower systems Facilitate pre Go-Live testing and readiness check with Customer Customer Complete 3rd , 4th, and 5th training segments Complete readiness work and any required changes to network Milestones Hardware/equipment, DIDs, and circuits ordered, as applicable Port Request submitted Users, call flows, AA, etc. built in CallTower systems Hardware/equipment configures and shipped Customer completes 3rd , 4th, and 5th training segments Hardware delivered and set-up on site Customer has completed required work and/or changes to their network and systems Pre Go-Live testing and readiness check complete The CallTower IPM, CallTower Implementation Team, and Customer will all have many activities and deliverables to complete during the Implementation Phase. The IPM will facilitate weekly calls to ensure deliverables completed on time and to ensure the Implementation Project and Implementation Timeline are not compromised. The customer MPOC, and any other resources engaged in the implementation, will be responsible to attend and participate in all implementation meetings/calls.

Acceptance & Project Close Go-Live Phase Refine & Design Kick-Off Call Prepare & Planning Operate Acceptance & Project Close Optimize Go-Live Implement The Go-Live Phase typically completes within 1-3 calendar days, after the Implementation Phase has completed.

Go-Live Phase Go-Live Actions Milestones Porting of Numbers Completed CallTower Porting of Numbers Complete Post Port Go-Live Checklist and Testing Customer Assist with onsite Go-Live Testing and Verification Milestones Porting of Numbers Completed Solution Fully Deployed Customer Fully Transitioned on to CallTower Services Post Port Go-Live Checklist Completed Post Port Testing Completed During the Go-Live Phase the Customer’s solution is fully deployed, officially transitioning all services to CallTower. Once porting has completed, CallTower’s IPM and Implementation Team works closely with the Customer’s MPOC to test and verify functionality.

Acceptance & Project Close Operate Phase Operate Implement Refine & Design Kick-Off Call Prepare & Planning Acceptance & Project Close Optimize Go-Live The Operate Phase typically completes within 3-5 calendar days, after the Go-Live Phase has completed.

Operate Phase Operate Milestones Actions CallTower IPM and Customer MPOC communicate daily (business days) IPM addresses/resolves any outstanding issues or concerns IPM schedules any necessary follow-up training sessions Customer Customer’s End-Users fully utilize all services Customer MPOC reports all issues or challenges to the IPM Customer MPOC identifies and reports any user adoption issues Customer MPOC identifies and reports any training deficiencies Milestones Verification that End-Users are utilizing all services Verification that services, features and functionality are operating as designed and/or any identified issues or challenges have been reported to the IPM User adoption issues/challenges have been reported to the IPM IPM has addressed or has a working plan to address any outstanding issues or concerns regarding CallTower’s services Follow-up Training and User Adoption Discussions are scheduled In the Operate Phase, the Customer and their end-users fully utilize all services provided by CallTower. During this time, CallTower’s IPM and the Customer’s MPOC remain in regular close contact. Both the Operate Phase and a portion of the Optimize Phase, serve as a burn-in period for the new services and end-user familiarity. The Customer MPOC role is critical at this time. Working with the IPM, they work to identify and report: Issues or functionality problems with the services; End-user adoption challenges; and Training Deficiencies.

Acceptance & Project Close Optimize Phase Optimize Operate Implement Refine & Design Kick-Off Call Prepare & Planning Acceptance & Project Close Go-Live The Optimize Phase typically completes within 7 calendar days, after the Operate Phase has completed.

Optimize Phase Optimize Actions Milestones CallTower IPM and CallTower Team will work to finalize: Solution, service, and product performance fine tuning Assess fine tuning changes and/or enhancements Follow-up training and user adoption challenges IPM schedules “Acceptance & Project Close Call” Customer Customer MPOC assists with on-site activities, testing, verification, and helping to close out remaining pending items Milestones Customer verifies all services are working as designed and all pending issues pertaining to services have been resolved Customer verifies all follow-up training needs have been met Customer verifies all user adoption challenges have been addressed IPM confirms the Implementation Project is ready to move to the Acceptance & Project Close Phase. IPM scheduled “Acceptance & Project Close call” with Customer MPOC, CallTower Finance & Support, and others as determined In this Phase, any necessary solution, service, or product fine tuning is completed. Follow-up training completed and user adoption challenges are addressed. The objective is to prepare the Customer for acceptance of the implementation Project, transition to CallTower’s Support department, and closure of the Implementation Project.

Acceptance & Project Phase Acceptance & Project Close Optimize Operate Implement Refine & Design Kick-Off Call Prepare & Planning Go-Live The Acceptance & Project Closure Phase typically occur within 2 calendar days of the Optimize Phase completing.

Acceptance & Project Phase Acceptance & Project Close Actions CallTower IPM to review success criteria (SOW Deliverables) IPM to activate account with Customer Support department IPM ensures all services are submitted to billing IPM, CallTower Finance, and Customer review the first month’s bill IPM Closes the implementation Project Customer Customer reviews and accepts the Implementation Project as completed Milestones High-Level Implementation Review Review Success Criteria (Implementation SOW Deliverables) Obtain Customer’s Acceptance of Implemented Services CallTower’s Finance Reviews First Month’s Bill with Customer Formal Account Transition to Service & Support Department Review of Support Processes, Resources, Portal, and KB Review the Support Escalation Path Customer’s Implementation Experience Feedback Close the Implementation Project In this Phase, the IPM will review the Implementation SOW’s, Deliverables & Requirements section with the Customer, seeking verification and acceptance of the completed Implementation Project. The IPM and a representative from CallTower’s Finance department will review the first month’s bill with the Customer. The Customer will then be formally handed off to CallTower’s Service & Support department for future needs and assistance. Concluding with the IPM closing the Implementation Project.

THANK YOU Brett Reese breese@calltower.com (801) 702-4242