Non-Geographic Porting Process : SPAIN Brief description or expansion of title Presenter’s name 24 February 2019 Presentation title

Information required on the porting form Customer information (name, address, CIF/DNI) Name of the losing Operator (e.g. TELEFONICA, VODAFONE, JAZZTEL, etc.) IN line Sign date and place Signature and company stamp Recent invoice from the current provider. (A porting form is valid for 3 months) 24 February 2019 Presentation title

Porting Rules: Porting windows during working hours from Monday to Friday : Timeslots (CET) = 8:00-11:00 11:00-14:00 14:00-17:00* 17:00-20:00** **OOH Not recommended, Monday to Friday. OOH is not recommended as, should the porting fail, the faults have to be raised and chased with the local operators in Spanish and, more importantly, the operators have a 2-working-day SLA for fixing the porting faults. Therefore, to port in these windows is really risky, and the Customer may not get their numbers ported until the following working day. Only when the IN is routed (circuit/router/trunk) can the Porting Desk schedule the porting, and not before. We cannot schedule the porting without valid order. We cannot schedule the porting in less than 5 working days. 24 February 2019 Presentation title

Reasons for Rejection of Porting Request Wrong customer details. DDIs not portable. Inactive lines. Wrong losing carrier. Porting timeslot not suitable. Wrong access type. In case of postponement, the porting request is valid for 30 days. 24 February 2019 Presentation title

Port In Scenario 1 (Confirmation) Order raised in ordering systems Porting form is checked by Porting Desk Order Status: portable Request from Colt to the losing Operator via Portanode interface Awaiting response from losing Operator Email confirmation sent when losing operator confirms the porting date Confirmation from losing Operator Port in on confirmed date 24 February 201924 February 2019 Presentation title

Port In Scenario 2 (Rejection) Same as Scenario 1 on previous slide until ‘request to the losing carrier’ Request is rejected by the losing Operator Analyse the root cause of the rejection Porting Desk informs the Customer about the rejection and asks for the missing information After clarification (a new, amended porting form may be required), a new request is sent to the losing Operator Awaiting response from losing Operator Same as Scenario 1 from confirmation on… 24 February 2019 Presentation title

Technical part (the D-day) On D-day the porting desk updates the routing codes in Colt switches during the 3 porting hours available, and updates internal tools and databases. After the porting window finishes, Porting Desk tests some ported lines using the Telefonica line installed in our office. We cannot test all operators. Customer must test the rest of the calls. If there are any issues, the Porting Desk will raise incidents with the failing operators (in a platform shared by all carriers), and chase them until the problem gets fixed. When the porting is completed, the Installation team completes the order and send the HO to the customer. 24 February 2019 Presentation title

Involved teams and availability Other activities Non-technical enquiries (invoice issues, etc.): Business.Support@colt.net Reseller support: ResellerSupport.Voice@colt.net WhiteLabel Support: WhiteLabel.Support@colt.net 24 February 2019 Presentation title