Working with the LiveOps Help Desk

2© 2015 LiveOps, Inc. | Confidential Liveops Customer Support Center Overview Global Operations Management Team Support Model Overview Support Request Lifecycle (High Level) Working with the Liveops Customer Support Center LiveOps Customer Support Center Procedures for Handling Support Cases Pre-requisites for Partners and Customers using the Support Facilities Definitions: Priority and Target Response Times Problem Resolution Solution Delivery Escalation Points AGENDA

Global Operations Management Team © 2015 LiveOps, Inc. | Confidential3 Chris Lozano SVP of Global Operations Tom Saey Director, White Glove Jason Roager Sr. Manager, Customer Support Scott MacSwain Sr. Manager, NOC L2/L3 Tom Ajayebi Director of System Engineering Herbert Shades Sr. Manager, Carrier Relations Jan Hertsens Sr. Director, Security Meg Pancoast Director Business Controls and Continuity

A Multi-Tiered System Support © 2015 LiveOps, Inc. | Confidential4 ENGINEERING NOC TIER-2 TIER-1 Cases can be quickly elevated to the appropriate tier for the case priority.

5© 2015 LiveOps, Inc. | Confidential New Support Model 1 st Level Help Desk Engineers (Tier 1) (24x5) Network Operations Center (Weekends & Holidays) Overall (24x7) 2 nd Level Escalation Engineers (Tier 2) Network Operations Center System Engineering 3 rd Level Product Management / Development Teleservices/Carrier Relations Professional Services / Account Management

6© 2015 LiveOps, Inc. | Confidential Support Request Lifecycle (High Level) Platform Support Lifecycle Resolution which can be implemented by LiveOps Operations and/or Customer Product Support Lifecycle Resolution which require software updates and/or Professional Services. These updates may require planning and prioritization

7© 2015 LiveOps, Inc. | Confidential 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 P1 issues during Help Desk off hours. Customer Portal cases may be submitted 24x7x365 – P1 cases alert the NOC at all times. Help Desk Hours of Operations

8© 2015 LiveOps, Inc. | Confidential LiveOps Customer Portal: services/support.htmlhttp:// services/support.html – This is the preferred method for case submissions. Use the phone numbers if you are unable to access the Customer Portal. US: UK: New Zealand / Australia Contacting Support

9© 2015 LiveOps, Inc. | Confidential To provide names and contact information for Designated Contacts. To provide 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 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. Partner/Customer Responsibilities

10© 2015 LiveOps, Inc. | Confidential 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 To have the case requester/problem originator, or a suitable backup, available at the contact number/ address given in the case notes. To inform the Help Desk of any significant partner and/or customer environment or system events which could affect problem resolution, e.g. Case Submission

11© 2015 LiveOps, Inc. | Confidential – Default case submission is via the LiveOps Customer web portal ( Cases can be submitted 24x7 and are subject to standard response times P1 cases will be handled by the NOC when Help Desk is not staffed P2, P3, P4 cases will be responded to per RTO next business day – Phone Support for P1 issues only – 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. Case Submission

12© 2015 LiveOps, Inc. | Confidential LiveOps Support Portal

13© 2015 LiveOps, Inc. | Confidential Case Priority Priority DescriptionExamples 1CriticalA 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. 2SeriousA 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. 3MinorA 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. 4LowDocumentation and Information requests.Product manual updates, release information, documentation errors, etc.

14© 2015 LiveOps, Inc. | Confidential Response Time Objectives Priority Initial response within: Response with a plan for correcting error within: Normal business day Evenings, weekends and holidays 1CriticalImmediate 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 2SeriousImmediate for receipt of call. 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 3MinorImmediate for receipt of call. 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

15© 2015 LiveOps, Inc. | Confidential 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 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 Process Escalation Procedures

16© 2015 LiveOps, Inc. | Confidential Case Response – Customer Portal: The customer will be given a Case number, and a priority within the Initial Response time – Phone: The partner and/or customer will be given a Case number, and the problem priority will be discussed and assigned by LiveOps. If there is a dispute on the priority, the partner and/or customer priority level will be assigned Resolution Plan – The CSE 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. Case Handling Process

17© 2015 LiveOps, Inc. | Confidential Resolution – 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/ 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: 1.Help Desk and the partner and/or customer agree that the problem has indeed been resolved, or 2.An agreed closure period has passed, or after 5 business days Case Resolution & Closure

18© 2015 LiveOps, Inc. | Confidential For cases determined to be bugs in the product: – The CSE 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 CSE 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 Help Desk – The case will be closed based as an enhancement request Case Outcome

19© 2015 LiveOps, Inc. | Confidential 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 Resolution Delivery

20© 2015 LiveOps, Inc. | Confidential 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 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 Process Escalation Procedures

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