1. Higher Ed Tech Issue Escalation Process Sales Meeting, January, 2012 HBP COMPANY CONFIDENTIALv1

2. Current Status This is a quality issue, not quantity. The demand for off-hours support is not high, but failures are high- profile and damaging. Different support levels weekday EST (“office hours”) vs. weekends/nights (“off-hours”) cause issue escalation behavior to diverge. Issues are complicated by inconsistent information and inconsistent roles/responsibilities for issue documentation and notification. Multiple contact points assume an ability to assess root issue (CB vs. Product, etc).

3. Goals for New Escalation Process Create 2 different escalation paths/processes for office hours vs. off-hours. – Then work with Customer Service to staff up off-hours. Standardize roles and responsibilities for issue documentation and notification. Create single reporting mechanism so issue reporter doesn’t have to necessarily assess root cause (Zendesk).

4. Escalation Process Basics Issue Timeframe Report Issue Report To Clarify Details Assign HE Owner Resolve Issue Communicate Status OFFICE HOURS Customer or Sales Rep Tech Support Product Support HE OwnerTech Support OFF- HOURS* (*Weekend day only to start) Sales RepEmail (triggers Zendesk) Sales RepOn-call HE Agent HE Owner as appropriate / possible Sales Rep

5. What This Means for Reps Need to use 2 different contact points off-hours vs. office hours (cannot avoid Tech Support during office hours) If Tech Support turnaround times during office hours continue to be an issue, we need evidence of that. During off-hours, we need Rep assistance in gathering clarifying issue details to include in the escalation.

6. Next Steps Fine-tune process and develop escalation criteria Create Zendesk forms/process Work with HE Management on HR implications for on-call staff Work with Customer Service to try to evolve staffing for weekend days (to start)

7. Questions/Comments?