Call Center Support Process Web Support Maintenance for

Call Center Support Process Web Support & Maintenance for BGC Partners Version 1. 1 June 3, 2016 Notice: The enclosed material is proprietary to TRIZE Consulting & CNT Tech co.

Revision History Revision Date Description Prepared V 1. 1 June 3, 2016 Updated Website Monitoring Escalation Process by reflecting Automated Ticket Issue Function in Monitoring System Sun You / YC Jung V 1. 0 April 30, 2016 First Issue Kwon Kim

Table of Contents 1. 2. 3. 1 3. 2 4. Highlights Website Monitoring Escalation Process User Initiated by Call or Email Escalation Process User Initiated by Ticketing System Escalation Process Email Template

1. Highlights a. Effective and prompt communication. • • • b. Well defined support processes and execution. • • • c. Including relevant information in the email communication Responding in timely manner Identify who we are and how we can be reached in the email communication Detailed manual documentation Training Ticket lifecycle (Created Responded In Progress Closed) BGC admin team wants to be updated frequently about ongoing issues. Ed Cacas – ecacas@bgcpartners. com David Jung – djung@bgcpartners. com

2. Website Monitoring Escalation Process – Flow Chart Resume Normal Monitoring Yes 1. System Monitoring Yes 2. Automatic Verification: No 2. Automatic Verification: Is website working? In 3 minutes Is website working? Yes No 2. Automatic Verification: In 3 minutes Is website working? No In 3 minutes 3. Automatic Ticket Issuing 5. Send Email to Hosting & BGC 9. Resolution Resume Normal Monitoring 11. Update Progress To BGC 10. Close Trouble Ticket Yes Is website Working? 7. Hosting working on Issue And/Or 6. Call Hosting By phone No 12. Update Trouble Ticket 13. Update Progress To BGC Every 30 minutes 8. Update Progress To BGC 4. Alert Generated

2. Website Monitoring Escalation Process – Description ※ Description 1. Monitoring system running 24 hours/7 days. 2. When Monitoring system detects an issue, it validates the issue with 3 times every 3 minutes. 3. If Monitoring system determined that there is an issue, it creates a ticket automatically 4. Monitoring system alerts the support engineer. 5. Support engineer sends issue notification email to the hosting company or hosting contact. See “Issue Notification Email” template. CC BGC admin team in the email if this is critical priority (urgent) issue. 6. If the hosting company/contact has the telephone number, contact them by phone and notify the issue. 7. Hosting company working on the issue. 8. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin regardless if there is any update or not. See “Issue Update Email for BGC” template. 9. Hosting company comes back with the resolution. Support engineer test the website to validate. 10. If resolved, support engineer updates the ticket with the test information from step #9 and status to “Closed” 11. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the issue has been resolved. See “Issue Update Email for BGC” template. 12. If not resolved, support engineer adds history the ticket with the test information, inform the hosting company that the issue still exists. 13. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the hosting company’s resolution did not resolve the issue. See “Issue Update Email for BGC” template.

3. 1 User Initiated By Call or Email Escalation Process – Flow Chart Resume Normal Operation 4. Notify BGC caller Yes 1. BGC indentifies an issue 7. Send Email to Hosting & BGC 3. Manual Verification: 2. Contact call center by email or phone Is website working? No 5. Create Trouble Ticket 6. Notify BGC caller And/Or 8. Call Hosting By phone 11. Update Progress To BGC caller Resume Normal Operation 14. Update Progress To BGC and BGC caller 12. Resolution 13. Close Trouble Ticket Yes Is website Working? Every 1 hour 9. Hosting working on Issue 10. Update Progress To BGC No 15. Update Trouble Ticket Every 30 minutes 16. Update Progress To BGC

3. 1 User Initiated By Call or Email Escalation Process – Description ※ Description 1. A BGC person identifies an issue with a website. 2. BGC person calls or sends an email to support. 3. Support engineer validates the issue 3 times every 3 minutes. 4. If it is determined that there is no issue, support engineer notifies BGC person from step #2 by email informing that no issues have been found. 5. If it is determined that there is an issue, support engineer creates a ticket, updates the status to “Responded” then “In Progress”. 6. Support engineer notifies BGC person from step #2 by email information that a ticket has been created based on the reported issue. See “Ticket Creation Email” template. 7. Support engineer sends issue notification email to the hosting company or hosting contact. See “Issue Notification Email” template. CC BGC admin team in the email if this is critical priority (urgent) issue. 8. If the hosting company/contact has the telephone number, contact them by phone and notify the issue. 9. Hosting company working on the issue. 10. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin regardless if there is any update or not. See “Issue Update Email for BGC” template. 11. Support engineer provides an update to BGC person from step #2 every hour. 12. Hosting company comes back with the resolution. Support engineer test the website to validate. 13. If resolved, support engineer updates the ticket with the test information from step #12 and status to “Closed” 14. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the issue has been resolved. See “Issue Update Email for BGC” template. 15. If not resolved, support engineer adds history the ticket with the test information, inform the hosting company that the issue still exists. 16. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the hosting company’s resolution did not resolve the issue. See “Issue Update Email for BGC” template.

3. 2 User Initiated By Ticketing System Escalation Process – Flow Chart Resume Normal Operation 1. BGC indentifies an issue 5. Close Trouble Ticket 6. Notify BGC user 2. BGC user creates Trouble Ticket Yes 7. Send Email to Hosting & BGC 4. Manual Verification: 3. Update Trouble Ticket Is website working? And/Or No 8. Call Hosting By phone 11. Update Progress To BGC caller Resume Normal Operation 14. Update Progress To BGC and BGC caller 12. Resolution 13. Close Trouble Ticket Yes Is website Working? Every 1 hour 9. Hosting working on Issue 10. Update Progress To BGC No 15. Update Trouble Ticket Every 30 minutes 16. Update Progress To BGC

3. 2 User Initiated By Ticketing System Escalation Process – Description ※ Description 1. A BGC person identifies an issue with a website. 2. BGC person logs into the ticketing system and creates a ticket. 3. Call center person reviews the ticket, updates the status to “Responded”. 4. Support engineer reviews the ticket, updates the status to “In Progress”. Support engineer validates the issue 3 times every 3 minutes. 5. If it is determined that there is no issue, support engineer updates the ticket with the test information from step #4 and status to “Closed”. 6. Support engineer notifies BGC person from step #2 by email informing that no issues have been found. See “Issue Update Email for BGC” template. 7. If it is determined that there is an issue, support engineer sends issue notification email to the hosting company or hosting contact. See “Issue Notification Email” template. CC BGC admin team in the email if this is critical priority (urgent) issue. 8. If the hosting company/contact has the telephone number, contact them by phone and notify the issue. 9. Hosting company working on the issue. 10. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin regardless if there is any update or not. See “Issue Update Email for BGC” template. 11. Support engineer provides an update to BGC person from step #2 every hour. 12. Hosting company comes back with the resolution. Support engineer test the website to validate. 13. If resolved, support engineer updates the ticket with the test information from step #12 and status to “Closed” 14. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the issue has been resolved. See “Issue Update Email for BGC” template. 15. If not resolved, support engineer adds history the ticket with the test information, inform the hosting company that the issue still exists. 16. ONLY FOR URGENT ISSUE, support engineer provides an update to BGC admin that the hosting company’s resolution did not resolve the issue. See “Issue Update Email for BGC” template.

4. 1 Email Template – Issue Notification Email Subject: Notification - Ticket # 99 www. aaaa. com Site outage / Slow site performance / Page error / Etc. Hello, This is TRIZE/CNT Web Support Team. We have identified an issue with the following BGC Partners website and contacting you as requested by BGC Partners. Please review the information below and take the appropriate actions. Also, please provide us an update/progress, so we can promptly report them to BGC Partners. 1. Website: www. aaaa. com 2. Symptom: Site outage / Slow site performance / Page error / Etc. 3. TRIZE/CNT Internal Ticket # (Please use this as reference when contacting us): 99 4. Diagnostic Information: 1 st attempt : april, 28 th, 21: 54: 23. Result AAAAAA 2 nd attempt : april, 28 th 21: 57: 23 Result AAAAAA 3 rd attempt : april, 28 th 21: 59: 23 Result AAAAAA 5. Website Monitoring Result: 6. Screen Shot Thank you, TRIZE/CNT Web Support techsupport@cntt. co. kr 1 -800 -656 -1628 (24 hours/7 days)

4. 2 Email Template – Issue Update Email for BGC Subject: Update - Ticket # 99 www. aaaa. com Site outage / Slow site performance / Page error / Etc. Hello, This is TRIZE/CNT Web Support Team. We are providing a progress update on the following issue. 1. Website: www. aaaa. com 2. Symptom: Site outage / Slow site performance / Page error / Etc. 3. TRIZE/CNT Internal Ticket # (Please use this as reference when contacting us): 99 4. Update/Progress Information: 04: 03 www. aaaa. com site down. 04: 07 [Shankar] manually checked www. aaaa. com, still down (Screen Shots) 04: 10 [Shankar] manually checked www. aaaa. com, still down (Screen Shots) 04: 12 [Shankar] Manually checked www. aaaa. com, still down (Screen Shots) 04: 13 Ticket Issued 04: 15 [Shankar] Called XXXX Hosting Company and explained the current situation to [Mr. Edward]. Edward said he would look into the site [or Screenshots] 04: 24 [Mr. Edward] Called and discussed …. . [or Screen shots] 04: 31 [Shankar] called [Mr Edward] and discussed … [or Screen shots] [For Media Temple, put screen shots of PIN & Conversations done in Media Temple Help Desk Site] Thank you, TRIZE/CNT Web Support techsupport@cntt. co. kr 1 -800 -656 -1628 (24 hours/7 days)

4. 3 Email Template – Ticket Creation Email Subject: Notification - Ticket # 99 www. aaaa. com Site outage / Slow site performance / Page error / Etc. Hello, This is TRIZE/CNT Web Support Team. We have created a ticket for you based on the issue you reported. We will provide a progress update soon. 1. Website: www. aaaa. com 2. Symptom: Site outage / Slow site performance / Page error / Etc. 3. TRIZE/CNT Internal Ticket # (Please use this as reference when contacting us): 99 4. : Diagnostic Information: 1 st attempt : april, 28 th, 21: 54: 23. Result AAAAAA 2 nd attempt : april, 28 th 21: 57: 23 Result AAAAAA 3 rd attempt : april, 28 th 21: 59: 23 Result AAAAAA 5. Website Monitoring Result: 6. Screen Shot Thank you, TRIZE/CNT Web Support techsupport@cntt. co. kr 1 -800 -656 -1628 (24 hours/7 days)

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