Client Experience Guide & Transition Plan SAM2CAR Transition Client Experience Guide & Transition Plan November 11, 2018

Creating a Seamless Transition Experience American Express had developed a comprehensive transition plan and allocated the required resources to ensure that all clients have an optimal experience as they move from SAM to CAR. Prior to the transition, initial shell sites will be set up for each client and any required Mappers will be developed to accelerate conversion and replicate custom functionality. Each client transition will take approximately 12 weeks and clients will be grouped based on the complexity of their SAM applications. Conversion activities will take place in five carefully constructed phases beginning with communication, engagement meetings, and development and testing followed by training, and culminating in the actual switch from SAM to CAR, which will occur over the final weekend of the last week. Post validation activities will take place the week after conversion, and SAM will be available for one month after the last client has been moved to CAR. Your Manager of Account Development (MAD) and the Technology Enablement Consultant (TEC) assigned to your account will help you every step of the way to ensure a positive transition experience. Toward that end, the following document contains an overview of the activities that will take place from the client’s perspective to help you prepare for a successful transition to CAR!

High Level Overview of Client Side Transition Activities Phase SAM CAR Pre Month 1 Month 2 Month 3 Post Communication Initial communication to Cardmembers on transition to CAR Notification of CAR training dates & times Final reminder on transaction cut-off dates and CAR “go live” date Engagement Meetings 1st meeting with MAD & Technical Sales Manager Client webinar/ overview session 2nd meeting with MAD 1st meeting with TEC; additional meetings may be scheduled where necessary Development & Testing CAR file testing and site development as needed Training Training for CAR & @Work begins Validation Call with MAD & PMs to debrief & close transition

Approx. Time Investment (hrs.) Lead (+Client Resources) Client Side Transition Activities: Detail Phase Activity/Event Client Action Item Approx. Time Investment (hrs.) Lead (+Client Resources) Dates Communication Cardmember Communication Send out e-mails to cardmembers Alerting them to transition Informing them of training dates/times Reminding them to log into CAR instead of SAM and transaction cutoff dates 1.5 Client Engagement Meetings First meeting with MAD &Technical Sales Manager Participate in meeting 2 MAD Client webinar/overview session 1 Follow-up meeting with MAD First meeting with TEC 2.5 Client (IT, PA) Development & Testing Client Side Development 0.5 Client (IT) Automated secure file transfer testing Upload files Client w/ TEC (IT) Test validation files: outbound COA, LIN, POA Work with TEC team 2+ Inbound extract files from CAR application Validate that the file will import to the client system Cardmember Manager, BCA Manager, Accounting Manager & vPayment Requester registration Manually register users X Training Training on CAR, @Work, and Customized Reporting Participate in scheduled training on the CAR and @Work applications where necessary PAs – 2+ Cardmembers –1 Transition Team (Cardmembers) Validation Follow-up/project closure call Discuss transition experience TEC (PA, IT) SAM historical data extracts (if necessary) Client tech team to leverage Oracle instance to obtain data

Approx. Time Investment (hrs.) Lead (+Client Resources) Client Side Transition Activities: Detail [Print Copy] Phase Activity/Event Client Action Item Approx. Time Investment (hrs.) Lead (+Client Resources) Dates Communication Cardmember Communication Send out e-mails to cardmembers Alerting them to transition Informing them of training dates/times Reminding them to log into CAR instead of SAM and transaction cutoff dates 1.5 Client Engagement Meetings First meeting with MAD &Technical Sales Manager Participate in meeting 2 MAD Client webinar/overview session 1 Follow-up meeting with MAD First meeting with TEC 2.5 Client (IT, PA) Development & Testing Client Side Development 0.5 Client (IT) Automated secure file transfer testing Upload files Client w/ TEC (IT) Test validation files: outbound COA, LIN, POA Work with TEC team 2+ Inbound extract files from CAR application Validate that the file will import to the client system Cardmember Manager, BCA Manager, Accounting Manager & vPayment Requester registration Manually register users X Training Training on CAR, @Work, and Customized Reporting Participate in scheduled training on the CAR and @Work applications where necessary PAs – 2+ Cardmembers –1 Transition Team (Cardmembers) Validation Follow-up/project closure call Discuss transition experience TEC (PA, IT) SAM historical data extracts (if necessary) Client tech team to leverage Oracle instance to obtain data