Working with the LiveOps Help Desk

© 2015 LiveOps, Inc. | Confidential AGENDA Liveops Help Desk Overview Network Operations Management Team Support Model Overview Support Request Lifecycle (High Level) Working with the Liveops Help Desk LiveOps Help Desk Procedures for Handling Support Cases Definitions: Problem Resolution, Severity Assignment and Target Response Times Problem Resolution Solution Delivery Escalation Points © 2015 LiveOps, Inc. | Confidential

Network Operations: Management Team Chris Lozano VP of Service Management Tom Saey White Glove Support Jason Roager Level 1 Support Leon Coertzen Help Desk Sr. Eng. Bruce Toms Help Desk Sr. Eng Scott MacSwain Network Operations Center Tom Ajayebi System Engineering Dennis Schmidt VP of Operations © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Support Model 1st Level Help Desk (Business Hours) Network Operations Center (24x7x365) 2nd Level Network Operations Sr. Engineers Network Engineering System Engineering 3rd Level Product Management / Development Teleservices/Carrier Relations Professional Services / Account Management © 2015 LiveOps, Inc. | Confidential

Support Request Lifecycle (High Level) Platform Support Lifecycle Resolutions which can be implemented by LiveOps Operations or Customer Product Support Lifecycle Resolution which require software updates and/or Professional Services. These updates may require planning and prioritization © 2015 LiveOps, Inc. | Confidential

Help Desk Hours of Operations Help Desk is staffed Sunday 1 PM – Friday 5 PM PDT excluding LiveOps Holidays. LiveOps NOC is staffed 24x7x365 and provides front line support for S1 issues during Help Desk off hours. Customer Portal cases may be submitted 24x7x365 S1 cases alert the NOC at all times. © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Contacting Help Desk LiveOps Customer Portal: http://www.liveops.com/client- services/support.html This is the preferred method for case submissions Phone: (877) 707-0272 Used for Severity 1 If you are unable to access the Customer Portal Email: helpdesk@liveops.com Primarily used for communications not related to a specific case If used for problem reporting - no RTO until case is entered into SFDC © 2015 LiveOps, Inc. | Confidential

Partner/Customer Responsibilities To provide names and contact information for Designated Contacts. To provide email distribution lists to be copied on Case updates and general service announcements (Incident Notification, Maintenance Notification, and Product Updates). To provide name and contacts for escalation points within the your organization in the event a timely response is not received when requested from a Designated Contact or an email distribution list per above. Keep the Help Desk informed of all contact updates above at all times, allowing for up to five business days notice before any required change. To submit cases as defined in Case Submission. © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Case Submission Submit each case individually To provide the Help Desk with full details of the problem: Include actions performed How to replicate the problem Any error messages Session ID’s for both good and bad calls System/network configuration Any other relevant information symptoms Capture and provide screen images using “Print Screen” To provide the Help Desk with any local configurations or issues: Network links connections broken Re-booting the system(s) Change performed in the customer infrastructure Facilitate local network and telephony resources as necessary to resolve the problem Notify LiveOps of maintenance using vendornotification@liveops.com To have the case requester/problem originator, or a suitable backup, available at the contact number/email address given in the case notes. To inform the Help Desk of any significant partner and/or customer environment changes or system events which could affect problem resolution. © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Case Submission Submitting cases Default case submission is via the LiveOps Customer web portal (http://www.liveops.com/client-services/support.html) Cases can be submitted 24x7 and are subject to standard response times S1 cases will be handled by the NOC when Help Desk is not staffed S2, S3, S4 cases will be responded to per RTO next business day Email (helpdesk@liveops.com) Cases submitted by email are not subject to normal response times Phone (+1-877-707-0272) Basic support for S1 issues Help Desk will accept requests for all questions, problems and issues If the response to an inquiry falls outside the Help Desk area of responsibility, it will be routed to the appropriate LiveOps organization for resolution © 2015 LiveOps, Inc. | Confidential

LiveOps Support Portal © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Case Severity Severity Description Examples 1 Critical A production issue that creates a condition, which makes impossible the performance of one or more critical functions of the Solution. System is inaccessible. All Agents unable to make or receive calls through the system. 2 Serious A production issue that creates a condition which makes difficult the performance of one or more critical functions of the Product Software, but which can be circumvented or avoided on a temporary basis. System Performance has decreased but is still functional. Reporting or Monitoring are not functional. Some functions may be impaired but workarounds have been provided until a software solution can be delivered. 3 Minor A production issue that does not impair the performance or continued performance of one or more critical functions of the Solution. This type of error is considered non-service effecting. The problem or error has a work-around that gives correct output as required. The problem or error is related to administration functions, routine maintenance or diagnostic capabilities. Cosmetic Changes. 4 Low Documentation and Information requests. Product manual updates, release information, documentation errors, etc. © 2015 LiveOps, Inc. | Confidential

Response Time Objectives Severity Initial response within: Response with a plan for correcting error within: Normal business day Evenings, weekends and holidays 1 Critical Immediate for receipt of call. 1 hour of receipt of voice message 1 hour online case submitted. 1 hour of receipt of voice message. 1 hour of receipt online case submitted. Worked on a continual basis 2 Serious 2 business hours of receipt of voice message. 2 business hours online case submitted . Next business day for receipt of voice message. Next business day for receipt of online case submitted . 5 business days 3 Minor 2 business days of voice message. 2 business days online case submitted. 2 business days for receipt of voice message. 2 business days for receipt of online case submitted. As Resource is Available © 2015 LiveOps, Inc. | Confidential

Process Escalation Procedures The following escalation route is available to the partner and/or customer for issues with the support process or case handling. Help Desk Manager: If the partner and/or customer needs to address a problem or query regarding the support process they should contact Help Desk Manager Jason Roager jason.roager@liveops.com Sales Representative/Account Manager: If the partner and/or customer wants to escalate an issue to the next level of management, they should contact their Sales Representative, Account Manager or Customer Success Manager. VP of Service Management: If the partner and/or customer feels it is appropriate to escalate further; the next contact should be with the VP of Service Management Chris Lozano chris.lozano@liveops.com © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Case Handling Process Case Response Customer Portal: The customer will be provided a Case number, and a severity within the Initial Response time. Phone: The partner and/or customer will be provided a Case number, and the problem severity will be discussed and assigned by LiveOps. If there is a dispute on the severity, the partner and/or customer severity level will be assigned. Resolution Plan The Help Desk Engineer will provide a plan for correcting the problem. This may include: Diagnostic actions Investigation findings Additional data or information required to pursue resolution Steps to mitigate the problem. © 2015 LiveOps, Inc. | Confidential

Case Resolution & Closure Resolutions will be provided based on agreement that the partner and/or customer has provided full information concerning the problem. And the problem originator, or a suitable backup, is available at the contact number/email address given for the duration of the case being open. The partner and/or customer will be contacted before solution delivery wherever possible. If the agreed resolution time is missed, status reports on the problem will be given at regular intervals, and at least daily for critical and serious problems Closure The case will be closed once: The Help Desk and the partner and/or customer agree that the problem has indeed been resolved, or An agreed closure period has passed, or after 5 business days © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Case Outcome For cases determined to be bugs in the product: The Help Desk Support Engineer will open an internal bug ticket for tracking This bug ticket number will be input to the Bug Number field in the Case The bug will be assigned to Product Engineering To follow-up on the status of the bug ticket you may contact Help Desk Case will be closed based on Release Version which is intended to satisfy the request For Cases determined to be enhancements to the product or feature in the product The Help Desk Support Engineer will open an enhancement request with Product Management Product Management will determine when or if the enhancement will be incorporated into the product To follow-up on the status of the bug ticket you may contact the Account Manager The case will be closed based as an enhancement request © 2015 LiveOps, Inc. | Confidential

© 2015 LiveOps, Inc. | Confidential Resolution Delivery A Software Release A Documentation Update Case Notes Any actions performed which do not require change to the system, will be documented within the case support notes © 2015 LiveOps, Inc. | Confidential

Process Escalation Procedures The following escalation route is available to the partner and/or customer for issues with the support process or case handling. Help Desk Manager: If the partner and/or customer needs to address a problem or query regarding the support process they should contact Help Desk Manager Jason Roager jason.roager@liveops.com Sales Representative/Account Manager: If the partner and/or customer wants to escalate an issue to the next level of management, they should contact their Sales Representative, Account Manager or Customer Success Manager. VP of Service Management: If the partner and/or customer feels it is appropriate to escalate further; the next contact should be with the VP of Professional Services Chris Lozano clozano@liveops.com © 2015 LiveOps, Inc. | Confidential

Thank You 20