1. How to do business guide. Fixed, Data and Hosted Solutions by Mandy Fazelynia Latest update – 11/11/2013 Operations Director

2. Introduction The purpose of this document is to highlight the various processes involved in both selling and delivering fixed, data solutions in partnership with Zest4. This guide will develop as new products are added and various processes change. Content Pre-Sale – checks and solution support Point of Sale – collection of information Post Sale Placing your order Timelines of implementation Communication points Getting Paid On-going Support

3. Pre-Sale – Pre appointment checks It is important with all solutions to gather as much information as possible before attending a customer meeting. This will help us and you to deliver the right solution for your client. In order to check connectivity options and possible solutions we advise that you call through to the Zest4 Hosted Partner Care team on 0161 956 3377 with the following details: Full address of your client Current telephone number We can then confirm: Expected data speeds available Data solutions available to that address Concurrent calls expected with ADSL assured CREDIT CHECKING All prospective clients will need to be credit checked and an approval reference given before an order can be processed.

4. Pre-Sale – Demonstrations and Support Zest4 are committed to supporting you to deliver the right solution for your customer. If you are new to selling fixed, data and hosted services or simply need support on larger opportunities – we are here to help. Our support services include: Training and support on all products Usage analysis and solution building Field accompaniment on larger opportunities Product demonstrations Commercial flexibility to support you in putting together the right solution to win the business.

5. Point of sale It is important with all fixed, data and hosted solutions that the correct information is passed through to Zest4 for provisioning. For all orders you will need to complete the Zest4 excel contract and complete the tabs for the relevant products required. The more information you can provide to us on your order, the smoother the implementation of the product will be. Key information required at POS Site address as registered with Royal Mail For new installations – the main contact name and number on site to co-ordinate surveys and installs Be specific about the type of data connectivity required Specify if numbers are to be ported and current network provider.

6. Operative Processes & Paperwork Requirements 1) Credit Checking All prospective customers will need to be credit checked by Zest4, send to creditchecking@zest4.com and an approval reference will be provided if succesful.@zest4.com 2) Contracts: The Zest4 contract should be completed if full to include all solutions required by the customer: Lines Data Hosted Mobile 3) Proofs: All contracts should be submitted with relevant proofs as listed in Zest4 accepted proofs list. Refer to relevant proofs for customer type. 4) Approval: All submitted paperwork should be submitted to partnercarefdh@zest4.com for checking and approval.partnercarefdh@zest4.com

7. Post-Sale – Timelines of implementation With each product in the Zest4 portfolio there are a number of provisioning steps between point of order and go live. It is important that you are aware of the timelines of implementation and that you communicate these timelines for delivery to your customer. Zest4 will keep you informed throughout the provisioning process with updates on the progress of your order. PSTN Like for Like 14 Days ISDN 2 & ISDN30 14 Days ADSL2+ Broadband7 Days ADSL Assured 7 Days FTTC 14 Days Horizon Solution45 Days The above are as guidelines only and are dependent on Open-reach engineer availability, customer availability and other factors.

8. Horizon Implimentation Day 1 Order recieved at Zest4 Day 1 Site Survey Ordered Day 4 Site Survey Report Day 5 PSTN line ordered Day 36 Cabling & Phones Installed Day 19 Horizon Ordered Phones Despatched Day 6 SIM provided for Assured Router Despatched Day 18 PSTN line installed Assured Live Day 35 Number Porting confirmed Day 23 Day 37 Order Complete Horizon GUI Set up Number porting requested Deal Agreed! Subject to change due to conditions beyond our control

9. Communication Once you submit your order to Zest4 there are a number of actions that we take in order to get your solution connected. As the provisioning process is lengthy with fixed, data and hosted solutions, we know its important to keep you informed. You can expect updates from us on a regular basis and we recommend that you relay these to your customer to let them know that things are on track. Update points from Zest4 Paperwork checked & order placed For new installations – the dates of site surveys and installations Predicted go live date Delivery dates for equipment Updates on date changes Confirmation on go live date of line tested, live and billed.

10. Getting Paid Zest4 fixed, data and hosted solutions are all paid on a revenue share model. This means that you share a percentage of your customers monthly recurring billed revenue. Billed revenue commission is calculated one month in arrears. You will receive a statement on or around 10 th of each month and payment is made on 16 th of each month.

11. On-going Support Zest4 provide unrivalled service to your customer and we pride ourselves in ensuring our solutions meet your customers needs. We provide support to your customers to overcome technical issues and changing requirements. Simply call our FDH (Fixed, data and hosted) partner care team on 0161 956 3377 We keep you informed with developments on your customer accounts and pass back additional recommendations for you to fulfil.

12. want to know more? Contact Zest4 FDH Partner Care Team 0161 956 3377 www.Zest4.com