Standard Follow Up Procedure Updating EXISTING Ticket in PSA Ticket logging information would always include: timestamp, reason for calling, triage information, what steps we took to resolve issue Click on Ticket # Add entry to ticket Set the following: Status Ticket Type Priority Issue Type Sub Issue Type Due Date and Time Issue Resolved? Set ticket status Yes No Respond and Follow Up, if needed and assigned by Level 3 Escalate to Level 3 Close Ticket Escalation or Follow-up (assign to appropriate queue, as needed) Escalate to Third Party Vendor and/or NOC Standard Follow Up Procedure If further information is needed to address a ticket, the following procedure will be implemented: Request for additional information is made to client. If no response within 4 hours, a second follow up request is sent. If still no response after 4 more hours, a reminder request is sent off. Finally, with no reply after 3 cycles of follow ups, we will note the ticket accordingly and close it. In the event that the client responds after the ticket has been closed, we will simply reopen the same ticket (as long as it is still relevant). If a new issue, we will open a new ticket. Standard Follow Up (no escalation needed) Log Follow up Close Ticket

Standard Follow Up Procedure Logging NEW Ticket in PSA Ticket logging information would always include: timestamp, reason for calling, triage information, what steps we took to resolve issue Click on +Add Create new ticket Set the following: Status Ticket Type Priority Issue Type Sub Issue Type Due Date and Time Issue Resolved? Set ticket status Yes No Respond and Follow Up, if needed and assigned by Level 3 Escalate to Level 3 Close Ticket Escalation or Follow-up (assign to appropriate queue, as needed) Escalate to Third Party Vendor and/or NOC Standard Follow Up Procedure If further information is needed to address a ticket, the following procedure will be implemented: Request for additional information is made to client. If no response within 4 hours, a second follow up request is sent. If still no response after 4 more hours, a reminder request is sent off. Finally, with no reply after 3 cycles of follow ups, we will note the ticket accordingly and close it. In the event that the client responds after the ticket has been closed, we will simply reopen the same ticket (as long as it is still relevant). If a new issue, we will open a new ticket. Standard Follow Up (no escalation needed) Log Follow up Close Ticket