Sony Global Business Services Inc SGBS SPE SGTS

Sony Global Business Services, Inc. S/GBS - SPE & SGTS Query Management Process and Service. Now Training

Sony Global Business Services, Inc. Agenda Ø Objectives…………… 3 Ø Introduction & Principles…………. . 4 Ø Process Overview …………. . 8 Ø System Navigation …………………. . 20 Ø Reports Overview…………. 43 Ø Self-Service……………. ……. . 50 Ø Conclusion ……………. ……. . 58 Ø Appendix ………………. 60 6/14/2021 -- SPE Confidential 2

Sony Global Business Services, Inc. Course Objectives At the conclusion of this course you will be able to: Ø Describe the standard query and issue management process and the Service-now tool used by S/GBS. Ø Explain the guiding principles of the process. Ø Describe the roles and responsibilities of those involved. Ø Describe the basic steps of query/issue resolution. Ø Demonstrate how to work within the Query Management system. Ø Demonstrate how to setup reports. Ø Describe how end users access Self-Service. 6/14/2021 -- SPE Confidential 3

Sony Global Business Services, Inc. Agenda ü Ø Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self-Service Conclusion Appendix 6/14/2021 -- SPE Confidential 4

Sony Global Business Services, Inc. Introduction - Service Management Framework Ø Service Management enables transparent and measurable service delivery that provides visibility to our business partners as it relates to: ü Customer support ü Service delivery performance ü Process efficiencies ü Baseline for the continuous improvement program Ø Within Service Management is Query/Issue Management is a means of tracking and managing customer related questions and issues. Service Management Framework KPIs Business Continuity Plan Effort Allocation Change Management Query/Issue Management 6/14/2021 -- SPE Confidential 5

Sony Global Business Services, Inc. Introduction to Query/Issue Management Goals Benefits § Provide transparency to the status of customer queries & service requests ü Root cause analysis approach while resolving the issue § Resolve customer queries quickly and accurately ü Identify areas for process improvement and training § Provide stakeholder visibility to demand management ü Baseline information for key performance indicators and continuous Improvement § Improve ownership, tracking and resolution of queries throughout their lifecycle ü Standard management and stakeholders reporting § Minimize negative impact on business operations 6/14/2021 ü Enhanced knowledge base -- SPE Confidential 6

Sony Global Business Services, Inc. Guiding Principles Ø All customer queries, issues and service requests will be tracked and managed through a standard query management tool, Service-now. Ø Customers can submit their queries online through the Self-Service Catalog option in Service-now. Ø Generic email addresses have been established for customers that will auto log the queries in Service-now. These email addresses are based on the process, territory, and line of business. This allows auto logging of the queries/issues in Service-now. Ø All queries communicated via personal email addresses or phone will be manually logged by the S/GBS team members in Service-now. Ø All queries and issues will be assigned a priority value of “critical, ” “urgent, ” or “non-urgent” based on the expected resolution time. Ø Any follow ups addressed to the generic/designated email boxes are tracked automatically in Service -now. Important note: Always use the email option in the query screen and be sure to reference the query number (QRY 0000000) in the subject line or the body of the email when communicating with the customer. This ensures the communication Service-now history is tracked in the ticket. Ø Customers will have the visibility and the ability to check the status of their queries online. Email Scans Ø S/GBS will share status reports with the stakeholder in the monthly operations meeting. 6/14/2021 -- SPE Confidential 7

Sony Global Business Services, Inc. Agenda ü ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self-Service Conclusion Appendix 6/14/2021 -- SPE Confidential 8

Sony Global Business Services, Inc. Key Concepts and Definitions – Customer Types Customer Type Description Customers outside of SPE (Sony Pictures Entertainment Inc. ). Customer – External (SGTS/AMEA) For example: AMEA SEAP (Sony Electronics Asia-Pacific) and/ or SGTS (Sony Global Treasury Services). Customer - Internal (SPE) Other Third Party 6/14/2021 Customers from within SPE (Sony Pictures Entertainment Inc. ) Customers outside of Sony Corporate, such as any third party or vendor GBS Team Internal GBS team (Sony Global Business Services team based out of Gdynia, Poland) SGBS Team Internal SGBS team (Sony Global Business Services team based out of Manila, Philippines) -- SPE Confidential 9

Sony Global Business Services, Inc. Key Concepts and Definitions – Customer Company Description AMEA ORC Sony Electronics customers serviced by the AMEA Oracle team AMEA SEAP Sony Electronics customers serviced by the AMEA SEAP team AMEA SES Sony Electronics customers serviced by the AMEA SES team SPE AP Sony Pictures customers serviced by the SPE AP team SPE IHE Sony Pictures customers serviced by the SPE IHE team SPE SPRI Sony Pictures customers serviced by the SPE SPRI team SPE SPTI Sony Pictures customers serviced by the SPE SPTI team 6/14/2021 -- SPE Confidential 10

Sony Global Business Services, Inc. Key Concepts and Definitions – Customer Company Description SPE CORP Sony Pictures customers serviced by the SPE CORP team SPE T&E Sony Pictures customers serviced by the T&E team SPE TCM Sony Pictures customers serviced by the SPE TCM team SPE INV Sony Pictures customers serviced by the SPE INV team SPE SPTI Sony Pictures customers serviced by the SPE SPTI team Ø The Customer Company field value for SPE Assignment Groups with no LOB (i. e. AP teams) always defaults to SPE IHE. Ø The support members for these teams must update this field manually. 6/14/2021 -- SPE Confidential 11

Sony Global Business Services, Inc. Key Concepts and Definitions – Customer Company Description SGTS UK Accounting Sony Global Treasury Services customers serviced by the SGTS UK Accounting team SGTS UK Back Office Sony Global Treasury Services customers serviced by the SGTS UK Back Office team SGTS SGP Money Market Sony Global Treasury Services customers serviced by the SGTS SGP Money Market team SGTS UK Middle Office Sony Global Treasury Services customers serviced by the SGTS UK Middle Office team SGTS UK Treasury Sony Global Treasury Services customers serviced by the SGTS UK Treasury team SGTS UK Business Planning Sony Global Treasury Services customers serviced by the SGTS UK Business Planning team SGTS UK Financial Planning Sony Global Treasury Services customers serviced by the SGTS UK Financial Planning team SGTS UK Agency Sony Global Treasury Services customers serviced by the SGTS UK Agency team 6/14/2021 -- SPE Confidential 12

Sony Global Business Services, Inc. Key Concepts and Definitions – Customer Company Description SGTS SGP Business Planning Sony Global Treasury Services customers serviced by the SGTS SGP Business Planning team SGTS SGP Financial Planning Sony Global Treasury Services customers serviced by the SGTS SGP Financial Planning team SGTS SGP Treasury FX Sony Global Treasury Services customers serviced by the SGTS SGP Treasury team 6/14/2021 -- SPE Confidential 13

Sony Global Business Services, Inc. Roles and Responsibilities Ø Analyst/Accountant/Specialist • Create queries based on phone calls, assign queries and issues received from Self-Service and auto generated email queries • Assign the appropriate category and priority in the system • Update the status of the query and issue as needed • Resolve/close queries and issues timely and accurately • Communicate/inform customers and vendors Ø Team Leads • Manage teams and monitor the query and issue resolution process • Ensure that all queries and issues are assigned and prioritized properly • Issue escalations and complaints • Take ownership of High Impact/High Urgency queries and issues if necessary • Notify Manager/Director of queries and issues that need to be escalated outside of S/GBS • Ensure the queries and issues are managed to meet Service Level Agreement (SLA) targets • Ensure that queries and issues are managed efficiently 6/14/2021 -- SPE Confidential 14

Sony Global Business Services, Inc. Roles and Responsibilities (cont’d) Ø Managers/Directors • Ensure adequate resources are available for addressing and handling the queries and issues • Ensure the knowledge base is updated and maintained as required • Take action on any escalations from query/issue resolution which affects the processes they oversee (that can’t be handled by Team Leaders) • Monitor that SLAs are met • Monitor the timeliness, effectiveness and efficiency of the query/issue resolution process • Identify common query/issue themes and identify opportunities for training/process improvement • Perform assessment analysis of query/issue volumes and resolution rates/procedures Ø S/GBS Customers, Line of Business, and Support Departments • Respond to S/GBS inquiries as requested 6/14/2021 -- SPE Confidential 15

Sony Global Business Services, Inc. Assignment Group Definition Assignment Group: Each S/GBS process team member is assigned to an “Assignment Group” in Service-now. This is based on the Customers, Process, LOB and Country they are responsible for. • Depending on the role and assignment group in the system, S/GBS team members will receive email notifications for queries and issues assigned to their group. • All queries and issues assigned to a S/GBS team member’s group are available under the My Group Queries section in the Service-now tool. • All queries and issues assigned to a S/GBS member are available under My Queries section. • Members of the S/GBS team can view all queries and issues in the system by using the All Queries section. 6/14/2021 -- SPE Confidential 16

Sony Global Business Services, Inc. Initiate query (email ) Initiate query (email or Self. Service) SGBS Internal SPE Customers External (Vendors & Customers Query/Issue Management Process Overview SGBS Process Team Member Initiate query (Self -Service) Provide required information Initiate query (phone) Receive notification of resolution Register and assign query Review and assign queries with "open” status 6/14/2021 Research and contact relevant party if necessary Resolve query -- SPE Confidential Close ticket & Notify requestor 17

Sony Global Business Services, Inc. Query/Issue Resolution Process There are 7 basic steps to resolve a customer query/issue: 1. 2. 3. 4. 5. 6. 7. 6/14/2021 -- SPE Confidential Identification Recording/Logging Categorization & Assignment Investigation and Diagnoses Resolution Resolved? Closure 18

Sony Global Business Services, Inc. Key Concept and Definitions – Priority Ratings Priority Critical Urgent Non-Urgent Low Description • • • • • Affects reputation of Sony or has external/3 rd party impact An entire country/LOB is affected and cannot conduct core business A high number of internal/external customers are affected Creates risk to business/operations if not resolved immediately Affects materiality of financial statements SLA: Resolved in 1 Business Day* VIP involved (e. g. , FD or MD) Affects the ability to meet SLA targets in the current month Affects reputation of Finance and the S/GBS SLA: Resolved in 2 Business Days Affects reputation of Finance and the S/GBS Affects a limited group of people Allows LOB to operate, but causes inconvenience Medium impact on the ability to conduct business SLA: Resolved in 5 Business Days Affects a limited group of people Allows LOB to operate, but causes inconvenience Low impact on the ability to conduct business SLA: Resolved in 30 Business Days *Business day starts from 8 am and ends at 5 pm based on local time (Local holidays and weekends are excluded). Important Notes: 1. When the Priority filed value is changed the SLA clock resets. 2. The default Priority value is always set to Non-Urgent 6/14/2021 -- SPE Confidential 19

Sony Global Business Services, Inc. Agenda ü ü ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self-Service Conclusion Appendix 6/14/2021 -- SPE Confidential 20

Sony Global Business Services, Inc. Accessing Service-now Access Service-now from my. SPE. Choose Service-now under the Apps tab. 6/14/2021 -- SPE Confidential 21

Sony Global Business Services, Inc. Basic Navigation Expand/Collapse the left options pane Link to access query via Self-Service. Expand to view options Your assigned queries 6/14/2021 -- SPE Confidential 22

Sony Global Business Services, Inc. Creation of a Query in Service-now There are two ways a query can be created: 1. Automatic ü Emails sent to the designated S/GBS mailboxes (see appendix) automatically creates a new query and assigns it to the associated Assignment Group. ü Queries/issues submitted through the Self-Service option of Service-now automatically creates a new query and assigns it to the appropriate Assignment Group. 2. Manual ü S/GBS users can use the “Create a New Query” option in Service-now to log and create a new query detailing the customer request and assign it to the appropriate Assignment Group. 6/14/2021 -- SPE Confidential 23

Sony Global Business Services, Inc. Query Creation – Auto Generated Queries Ø If a query/issue is received via one of the designated S/GBS email addresses or is submitted through Self-Service, a Service-now query is automatically created with most of the values automatically assigned. Any of the fields can be modified as needed by S/GBS. Ø Below is an example of an query/issue created based on email received from a SPE customer. 6/14/2021 -- SPE Confidential 24

Sony Global Business Services, Inc. Query Creation – Auto Generated Queries Ø Below is an example of a query/issue created based on an email received from a non-SPE customer. Ø Note that Contact Not Found is checked. Ø The Contact Name should be updated with the name of the user if available. Ø All other information is populated based on the designated email address. 6/14/2021 -- SPE Confidential 25

Sony Global Business Services, Inc. Query Creation – Additional Fields In addition to the required fields, it is highly recommended the following fields be populated (or corrected) based on the individual query/issue details: Ø Call Back Number: can be utilized to immediately contact the customer with any follow-up questions. Ø Contact Email: for written communication which is documented by Service Now (be sure to use the Service-now mail option and not Outlook when emailing customers). Ø Assigned To: assigning a member of the S/GBS team allows for a faster resolution of the query/issue. Ø State: allows for identification of the status in which the query/issue resides (i. e. In Progress) in case of any follow ups. Ø Content Type: allows for distinguishing of Queries (simple inquires/ questions) versus Incidents, (directed to IT) versus Issues (customer concerns). 6/14/2021 -- SPE Confidential 26

Sony Global Business Services, Inc. Query Creation – Additional Fields (cont’d) Ø Number of Transactions: If the query/issues involve more than one transaction. Ø Customer Company: This will allow for identification of the customer type. Ø Country / Territory: Identifies the country from which the query/issue was originated. Ø Process: Identifies the Process which the query/issue relates to (i. e. Record to Report, Procure to Pay). Ø Sub-Process: Identifies the sub-process which the query/issue belongs to (the available selection will be limited based on the Process value selected). Ø Related KPI: Identifies the type of Key Performance Indicator the query/issue can be measured against. Note: Not all sub-process values have associated SLA values. 6/14/2021 -- SPE Confidential 27

Sony Global Business Services, Inc. Query Creation – Manual Query Ø If a query/issue comes in via a phone call, fax, scan or letter; you will need to manually create a ticket and enter the necessary information. Ø The fields with a red bar ( ) before the name indicate the minimum information required to create a query. 6/14/2021 -- SPE Confidential 28

Sony Global Business Services, Inc. Manual Query Creation: Populating Required Fields (Contact Name) The customer’s Contact Name can be filled out via the following three options: 1. Customers with access to Service Now can be located by typing of their name in the “Contact Name “field (all matching values display). 2. Customer with access to Service Now can be located by using the look up button. 3. If the Customer does not have access to Service Now the “Contact Not Found” checkbox can be checked and their name can be filled out manually. Option 1 Option 2 Option 3 6/14/2021 -- SPE Confidential 29

Sony Global Business Services, Inc. Manual Query Creation: Populating Required Fields (Assignment group) Each query/issue should be assigned to the appropriate Assignment Group for proper resolution: 1. Assignment Groups can be located by typing of their name in the Assignment group field (all matching values will be displayed). 2. Assignment Groups can be located by using the look up button. Option 1 6/14/2021 -- SPE Confidential Option 2 30

Sony Global Business Services, Inc. Manual Query Creation: Populating Required Fields (Priority and Short Description) Ø Each query/issue must be assigned to the appropriate Priority level for proper categorization. Ø Each query/issue must include a short description of the customer request / purpose. Select from Dropdown Type a brief description of the request 6/14/2021 -- SPE Confidential 31

Sony Global Business Services, Inc. Manual Query Creation: Populating Required Fields (Customer Type) Select from dropdown 6/14/2021 -- SPE Confidential 32

Sony Global Business Services, Inc. Manual Query Creation: Submission of Query Once all of the necessary information has been documented, click Submit to complete the creation of the query. 6/14/2021 -- SPE Confidential 33

Sony Global Business Services, Inc. Query Recording and Logging – Detailed Description, Work Notes and Comments Further down the form, there are other areas to enter information regarding the query/issue as they become available. Use this section to provide the details for the query/issue. This section is used by the S/GBS team to communicate with other S/GBS team members. It is not visible to the customer/end user. Use this section to enter any other applicable information that needs to be communicated to the end user. 6/14/2021 -- SPE Confidential 34

Sony Global Business Services, Inc. Query Recording and Logging– Activity Log Scroll down to the Activity section to find all inbound and outbound communications, as well as a history of any changes to the query/issue. Attachments & Images-can also be found in the Activity section Expand to view the email details 6/14/2021 -- SPE Confidential 35

Sony Global Business Services, Inc. Query Categorization – Updating Priority and State Field Ø Any email sent to designated email boxes will create tickets that are classified in state: Open. – This Value does not pause the SLA clock. Ø The S/GBS resource can then close items immediately or change the state to Work in progress. This indicates the query is being addressed and is expected to be completed within the SLA timeframe. – This Value does not pause the SLA clock. Ø If a ticket is fully resolved, closed and completed, the state can be changed to Closed Complete. – This Value stops the SLA clock. Ø Closed Skipped is selected for queries/issues that are not applicable to the SGBS team and are forwarded to GSD as Incidents. – This Value stops the SLA clock. Ø Paused is selected when a support member is awaiting information from the customer or another third party. – This Value pauses the SLA clock. 6/14/2021 -- SPE Confidential 36

Sony Global Business Services, Inc. Query Investigation – Outbound Communication (with Customers/Vendors) Outbound communication (to customers or other S/GBS users) should be done via the Servicenow email option once the query/issue has been saved with all the required fields (this option is not available until the query/issue is updated with all the required fields filled out). 6/14/2021 -- SPE Confidential 37

Sony Global Business Services, Inc. Query Resolution and Closure – Closing the Query Ø Once the query/issue has been resolved, it should be closed. Ø An email is automatically sent to the customer when the query/issue is closed (see below). Ø Closed queries/issues can be re-opened. 6/14/2021 -- SPE Confidential 38

Sony Global Business Services, Inc. Managing Queries (My Queries, My Group Queries) Throughout the day, you should be checking for new queries and issues under My Groups Queries. You can also search for any query via the All Queries. 6/14/2021 -- SPE Confidential 39

Sony Global Business Services, Inc. Managing Queries - Search and Filters There are many ways to filter, group, search and sort: • Under the Queries drop down, you can Filter, Group By, determine the number of lines to view (Show) and Refresh the query list • From the Go to drop down, you can select the types of queries you want to view • Search field • Title headings Search Title headings 6/14/2021 -- SPE Confidential 40

Sony Global Business Services, Inc. Managing Queries - Sorting Options You can select the available fields by which the queries and issues will be displayed by selecting the star button on the header. 6/14/2021 -- SPE Confidential 41

Sony Global Business Services, Inc. Rules for using Generic/ Designated email addresses Ø If two S/GBS email addresses are included in an email (for example in To or CC fields), only one query will be created and assigned to the first email address listed. Ø If an S/GBS email address is added to an existing email conversation, a new query is created and assigned to the Assignment Group associated with that new address. Ø The S/GBS email addresses are set up for incoming queries only. Any follow up outbound communication (to customers or other S/GBS users) should be done via the email option within Service-now and NOT from S/GBS mailboxes. Ø All queries should be managed in Service-Now using My Queries and/or My Group Queries and NOT through S/GBS mailboxes in MS Outlook. Any email sent from the S/GBS mailbox does not automatically create a ticket in Service-now. 6/14/2021 -- SPE Confidential 42

Sony Global Business Services, Inc. Agenda ü ü Ø Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self-Service Conclusion Appendix 6/14/2021 -- SPE Confidential 43

Sony Global Business Services, Inc. Service-now - Running a Report Service-now provides the option to create, modify and run reports on any of the available fields in the query over a selected period of time. 2) Type ‘queries’ in the Reports search box. 1 ) In the Reports section, click View/Run to access Service-now reports. 6/14/2021 -- SPE Confidential 44

Sony Global Business Services, Inc. Running a Report – Queries Select the All Active Queries selection. 6/14/2021 -- SPE Confidential 45

Sony Global Business Services, Inc. Running a Report – Modify the selections as applicable. Add items from Available to Selected using the arrows. Options for adding filters or changing the report order are also available. 6/14/2021 -- SPE Confidential 46

Sony Global Business Services, Inc. Running a Report – Save Click Run Report. Then to save the report, enter a title and click Save. 6/14/2021 -- SPE Confidential 47

Sony Global Business Services, Inc. Running a Report – My Saved Queries Your saved queries will display here. 6/14/2021 -- SPE Confidential 48

Sony Global Business Services, Inc. Running a Report – Output The way the report results are displayed can be modified. Some reports can be interactive. For example, you can click on any of the bars in the chart and a list of all the queries/issues related to that criteria display. 6/14/2021 -- SPE Confidential 49

Sony Global Business Services, Inc. Agenda ü ü ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self-Service Conclusion Appendix 6/14/2021 -- SPE Confidential 50

Sony Global Business Services, Inc. Self-Service - Overview Customers with access to Service-now can utilize the Self-Service option (GBS/SGBS Query link from their home page) to submit their queries directly in Service-now. • This option can also be utilized by S/GBS team for creation and assignment of a query to an Assignment Group. 6/14/2021 -- SPE Confidential 51

Sony Global Business Services, Inc. Self-Service – Basic Navigation Link to open a query. Snapshot of any other queries created by the end user. 6/14/2021 -- SPE Confidential 52

Sony Global Business Services, Inc. Self-Service – Query Submission ü The user completes the query form. ü The required fields are indicated by the red line. ü Attachments can be added as needed. ü Once the query is populated and submitted, it will be routed and assigned to the appropriate Assignment Group based on user selections. 6/14/2021 -- SPE Confidential 53

Sony Global Business Services, Inc. Self-Service – Query Submission Immediately upon submission, a message appears notifying the user of their query number. This query will also be available from My Requests. 6/14/2021 -- SPE Confidential 54

Sony Global Business Services, Inc. Self-Service – Post Submission Once the query/issue has been submitted, end users will not be able to edit any of the fields except Additional comments. Only S/GBS analysts will have the capability to edit the query fields. Only editable field for end user 6/14/2021 -- SPE Confidential 55

Sony Global Business Services, Inc. Self-Service – Activity Log Any changes made by the S/GBS analyst are logged in the Activity Log at the bottom of the query page. Activity Log Only editable field for end user 6/14/2021 -- SPE Confidential 56

Sony Global Business Services, Inc. Self-Service – Confirmation Email Ø Once submitted, the end user receives a confirmation email. Ø Per the query selections, the request is routed to the appropriate S/GBS assignment group. 6/14/2021 -- SPE Confidential 57

Sony Global Business Services, Inc. Agenda ü ü ü Ø Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self-Service Conclusion Appendix 6/14/2021 -- SPE Confidential 58

Sony Global Business Services, Inc. Conclusion - Next Steps Ø You all have been assigned to appropriate assignment group in Service-now based on the Customer, Country, Process and LOB you are responsible for supporting. Ø Start using the standard Query Management Process and Tool (Service-now) immediately upon Go-Live. Ø Reach out to your Team Lead/Manager if you have any questions on how to log, categorize, prioritize, assign or handle a query. Ø Log any issues, questions, and suggestions to the query management tool and also report them to your team lead. Ø The project team will review these on a weekly basis and make the necessary enhancement to the process and system during the stabilization period. Ø A monthly activity/status report on queries/issues logged in Service-now will be generated and shared with the stakeholders in the monthly operations review meeting. 6/14/2021 -- SPE Confidential 59

Sony Global Business Services, Inc. Agenda ü ü ü ü Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self-Service Conclusion Appendix 6/14/2021 -- SPE Confidential 60

Sony Global Business Services, Inc. Appendix Guide Ø GBS Management Team……………………. . 62 Ø GBS Support Team Contacts – Accounts Payable…………………………. . 63 – IHE…………………………. . 64 – SPRI……………………. . 65 – SPTD & SPTP………………. . ……………………. . 66 – SPTN & Other…………. …. . ………………. . 67 Ø SGBS Management Team……………. . 68 Ø SGBS Support Team Contacts (by country) – Wave 1…………. . . ……………… 69 – Wave 2…………. . . ……………… 71 – Wave 3…………. . . ……………… 74 Ø AMEA Management Team. …………. . . ………… 75 Ø AMEA Support Team Contacts………………. . . 76 Ø SGTS – UK……………………………………. . . 79 – Singapore……………………. . 80 Ø Service-now SPE Process-Related KPI Mappings……………. … 81 Ø 6/14/2021 Query Issue Resolution Process……………………. . 85 -- SPE Confidential 61

Sony Global Business Services, Inc. Return to Appendix Guide GBS Management Team Position Country Name Email Address Telephone Executive Director ALL Michal Gryglewski Michal_Gryglewski@spe. sony. com 0048. 58. 667. 8410 F&A Director ALL Artur Gronkiewicz Artur_Gronkiewicz@spe. sony. com 0048. 58. 667. 8276 Disbursement Director ALL Krzysztof Kowalewski Krzysztof_Kowalewski@spe. sony. com 0048. 58. 667. 8272 Corporate Support Director ALL Maciej Targowski Maciej_Targowski@spe. sony. com 0048. 60. 845. 7400 PTP Manager GBR Malwina Nasternak Malwina_Nasternak@spe. sony. com 0048. 58. 667. 8330 PTP Manager DEU, HUN, 2 WT, T&E Anna Mironiuk-Szweda Anna_Mironiuk. Szweda@spe. sony. com 0048. 58. 667. 8303 PTP Manager BEN, ESP, FRA, ITA, NOR Marta Piechura Marta_Piechura@spe. sony. com 0048. 58. 667. 8278 All Magdalena Wisniewska Magdalena_Wisniewska@spe. sony. co m 0048. 57. 681. 8264 All Agnieska Lukianska Agnieska_Lukianska@spe. sony. com 0048. 57. 681. 8253 All Magdalena Zielińska Magdalena_Zielinska@spe. sony. com 0048. 58. 667. 8325 All Marek Świątek Marek_Swiatek@spe. sony. com All Artur Frąckowiak Artur_Frackowiak@spe. sony. com Inventory & Royalties Manager IHE Finance & Accounting Manager SPRI Finance & Accounting Manager SPTI 6/14/2021 -- SPE Confidential 62

Sony Global Business Services, Inc. Return to Appendix Guide GBS Support Team – Accounts Payable Group Email Address Country Manager Team Member GBS SPE AP 2 WT GBS_SPE_AP_2 WT@spe. sony. com 2 WT Anna Mironiuk-Szweda Magdalena Kryszczak GBS SPE AP BEN GBS_SPE_AP_BEN@spe. sony. com Benelux Marta Piechura Adam Chmielewski GBS SPE AP DEU GBS_SPE_AP_DEU@spe. sony. com Germany Anna Mironiuk-Szweda Magdalena Scherl GBS SPE AP ESP GBS_SPE_AP_ESP@spe. sony. com Spain Marta Piechura Daniel Tovar Pardo GBS SPE AP FRA GBS_SPE_AP_FRA@spe. sony. com France Marta Piechura Krzysztof Romaniec GBS SPE AP GBR GBS_SPE_AP_GBR@spe. sony. com UK Malwina Nasternak Mesut Unal GBS SPE AP HUN GBS_SPE_AP_CE@spe. sony. com Hungary Anna Mironiuk-Szweda GBS SPE AP ITA GBS_SPE_AP_ITA@spe. sony. com Italy Marta Piechura Iwona Lewandowska GBS SPE AP NOR GBS_SPE_AP_NOR@spe. sony. com Nordics Marta Piechura Iwona Lewandowska 6/14/2021 -- SPE Confidential 63

Sony Global Business Services, Inc. Return to Appendix Guide GBS Support Team – IHE Group Email Address Country Manager Team Member GBS SPE IHE INV EU GBS_SPE_IHE_INV_EU@spe. sony. com EU Territories Magdalena Wiśniewska Katarzyna Goluch GBS SPE IHE OTC BEN GBS_SPE_IHE_OTC_BEN@spe. sony. com Benelux Agnieszka Łukiańska Victor Portilla Del Rio GBS SPE IHE OTC DEU GBS_SPE_IHE_OTC_DEU@spe. sony. com Germany Victor Portilla Del Rio GBS SPE IHE OTC ESP GBS_SPE_IHE_OTC_ESP@spe. sony. com Spain Victor Portilla Del Rio GBS SPE IHE OTC FRA GBS_SPE_IHE_OTC_FRA@spe. sony. com France Victor Portilla Del Rio GBS SPE IHE OTC GBR GBS_SPE_IHE_OTC_GBR@spe. sony. com UK Jarosław Paszkiewicz Katarzyna Michlewska GBS SPE IHE OTC IRL GBS_SPE_IHE_OTC_IRL@spe. sony. com Ireland Jarosław Paszkiewicz Katarzyna Michlewska GBS SPE IHE OTC ITA GBS_SPE_IHE_OTC_ITA@spe. sony. com Italy Agnieszka Łukiańska Katarzyna Szutowicz GBS SPE IHE OTC NOR GBS_SPE_IHE_OTC_NOR@spe. sony. com Nordics Agnieszka Łukiańska Katarzyna Michlewska GBS SPE IHE ROY EU GBS_SPE_IHE_ROY_EU@spe. sony. com EU Territories Magdalena Wiśniewska Vincent Brom GBS SPE IHE RTR BEN GBS_SPE_IHE_RTR_BEN@spe. sony. com Benelux Agnieszka Łukiańska Katarzyna Marianowska GBS SPE IHE RTR DEU GBS_SPE_IHE_RTR_DEU@spe. sony. com Germany Victor Portilla Del Rio Justyna Slodek GBS SPE IHE RTR ESP GBS_SPE_IHE_RTR_ESP@spe. sony. com Spain Agnieszka Łukiańska Victor Portilla Del Rio GBS SPE IHE RTR FRA GBS_SPE_IHE_RTR_FRA@spe. sony. com France Victor Portilla Del Rio Emilia Pekala GBS SPE IHE RTR GBS_SPE_IHE_RTR_GBR@spe. sony. com UK Jarosław Paszkiewicz Iwona Arolska GBS SPE IHE RTR IRL GBS_SPE_IHE_RTR_IRL@spe. sony. com Ireland Jarosław Paszkiewicz Katarzyna Michlewska GBS SPE IHE RTR ITA GBS_SPE_IHE_RTR_ITA@spe. sony. com Italy Agnieszka Łukiańska Katarzyna Szutowicz GBS SPE IHE RTR NORD GBS_SPE_IHE_RTR_NORD@spe. sony. com Nordics Jarosław Paszkiewicz Katarzyna Michlewska 6/14/2021 -- SPE Confidential 64

Sony Global Business Services, Inc. Return to Appendix Guide GBS Support Team – SPRI Group Email Address Country Manager Team Member GBS SPE SPRI OTC AUT GBS_SPE_SPRI_OTC_AUT@spe. sony. com Austria Artur Gronkiewicz Jan Filipczyk GBS SPE SPRI OTC BEN GBS_SPE_SPRI_OTC_BEN@spe. sony. com Benelux Aleksander Ozorowski Agnieszka Werbińska GBS SPE SPRI OTC DEU GBS_SPE_SPRI_OTC_DEU@spe. sony. com Germany Artur Gronkiewicz Jesse Russo GBS SPE SPRI OTC ESP GBS_SPE_SPRI_OTC_ESP@spe. sony. com Spain Artur Gronkiewicz Magdalena Zielińska GBS SPE SPRI OTC FRA GBS_SPE_SPRI_OTC_FRA@spe. sony. com France Artur Gronkiewicz Magdalena Zielińska GBS SPE SPRI OTC GBR GBS_SPE_SPRI_OTC_GBR@spe. sony. com UK Magdalena Zielińska Anna Knoch GBS SPE SPRI OTC IRL GBS_SPE_SPRI_OTC_IRL@spe. sony. com Ireland Magdalena Zielińska GBS SPE SPRI ROY EU GBS_SPE_SPRI_ROY_EU@spe. sony. com EU Territories Magdalena Zielińska Jadwiga Zauszkiewicz GBS SPE SPRI RTR AUT GBS_SPE_SPRI_RTR_AUT@spe. sony. com Austria Magdalena Zielińska Anna Zielińska GBS SPE SPRI RTR BEN GBS_SPE_SPRI_RTR_BEN@spe. sony. com Benelux Aleksander Ozorowski Marek Kolasiński GBS SPE SPRI RTR DEU GBS_SPE_SPRI_RTR_DEU@spe. sony. com Germany Magdalena Zielińska GBS SPE SPRI RTR ESP GBS_SPE_SPRI_RTR_ESP@spe. sony. com Spain Magdalena Zielińska Magdalena Niemczyk GBS SPE SPRI RTR FRA GBS_SPE_SPRI_RTR_FRA@spe. sony. com France Magdalena Zielińska GBS SPE SPRI RTR GBS_SPE_SPRI_RTR_GBR@spe. sony. com UK Anna Knoch Aleksandra Garbacik GBS SPE SPRI RTR IRE GBS_SPE_SPRI_RTR_IRE@spe. sony. com Ireland Anna Knoch Jan Filipczyk GBS SPE SPRI RTR ITA GBS_SPE_SPRI_RTR_ITA@spe. sony. com Italy Magdalena Zielińska Grażyna Oleksiak 6/14/2021 -- SPE Confidential 65

Sony Global Business Services, Inc. Return to Appendix Guide GBS Support Team – SPTD & SPTP Group Email Address Country Manager Team Member GBS SPE SPTD OTC DEU GBS_SPE_SPTD_OTC_DEU@spe. sony. com Germany Marek Świątek Julia Pokrzywa GBS SPE SPTD OTC FRA GBS_SPE_SPTD_OTC_FRA@spe. sony. com France Marek Świątek Marcin Głowienka GBS SPE SPTD OTC GBR GBS_SPE_SPTD_OTC_GBR@spe. sony. com UK Malwina Albińska Emilia Zacharewicz GBS SPE SPTD OTC ITA GBS_SPE_SPTD_OTC_ITA@spe. sony. com Italy Marek Świątek Artur Frąckowiak GBS SPE SPTD RTR BEN GBS_SPE_SPTD_RTR_BEN@spe. sony. com Benelux Anna Krysztoforska Katarzyna Włodarczyk GBS SPE SPTD RTR DEU GBS_SPE_SPTD_RTR_DEU@spe. sony. com Germany Anna Krysztoforska Artur Frąckowiak GBS SPE SPTD RTR FRA GBS_SPE_SPTD_RTR_FRA@spe. sony. com France Artur Frąckowiak Marta Częścik-Konieczna GBS SPE SPTD RTR GBS_SPE_SPTD_RTR_GBR@spe. sony. com UK Artur Frąckowiak Dorota Szcześniak GBS SPE SPTD RTR ITA GBS_SPE_SPTD_RTR_ITA@spe. sony. com Italy Artur Frąckowiak Grażyna Oleksiak GBS SPE SPTP OTC DEU GBS_SPE_SPTP_OTC_DEU@spe. sony. com Germany Marek Świątek Julia Pokrzywa GBS SPE SPTP OTC FRA GBS_SPE_SPTP_OTC_FRA@spe. sony. com France Marek Świątek Marcin Głowienka GBS SPE SPTP OTC GBR GBS_SPE_SPTP_OTC_GBR@spe. sony. com UK Anna Krysztoforska Maria TeleszyÅ� ska GBS SPE SPTP OTC ITA GBS_SPE_SPTP_OTC_ITA@spe. sony. com Italy Artur Frąckowiak GBS SPE SPTP RTR BEN GBS_SPE_SPTP_RTR_BEN@spe. sony. com Benelux Anna Krysztoforska Katarzyna Włodarczyk GBS SPE SPTP RTR DEU GBS_SPE_SPTP_RTR_DEU@spe. sony. com Germany Malwina Albińska Maria Lisiecka GBS SPE SPTP RTR FRA GBS_SPE_SPTP_RTR_FRA@spe. sony. com France Malwina Albińska Maria Lisiecka GBS SPE SPTP RTR GBS_SPE_SPTP_RTR_GBR@spe. sony. com UK Malwina Albińska Tomasz Wróbel GBS SPE SPTP RTR ITA GBS_SPE_SPTP_RTR_ITA@spe. sony. com Italy Artur Frąckowiak Maria Lisiecka 6/14/2021 -- SPE Confidential 66

Sony Global Business Services, Inc. Return to Appendix Guide GBS Support Team – SPTN & Other Group Email Address Country Manager Team Member GBS SPE SPTN OTC DEU GBS_SPE_SPTN_OTC_DEU@spe. sony. com Germany Marek Świątek Zoltan Greczi GBS SPE SPTN OTC ESP GBS_SPE_SPTN_OTC_ESP@spe. sony. com Spain Artur Frąckowiak Julia Pokrzywa GBS SPE SPTN OTC FRA GBS_SPE_SPTN_OTC_FRA@spe. sony. com France Marek Świątek Artur Frąckowiak GBS SPE SPTN OTC GBR GBS_SPE_SPTN_OTC_GBR@spe. sony. com UK Artur Frąckowiak Ewelina Szczepkowska GBS SPE SPTN OTC HUN GBS_SPE_SPTN_OTC_HUN@spe. sony. com Hungary Dorota Szcześniak Dorota Tomaszewska GBS SPE SPTN OTC ITA GBS_SPE_SPTN_OTC_ITA@spe. sony. com Italy Marek Świątek Artur Frąckowiak GBS SPE SPTN RTR DEU GBS_SPE_SPTN_RTR_DEU@spe. sony. com Germany Marek Świątek Julia Pokrzywa GBS SPE SPTN RTR ESP GBS_SPE_SPTN_RTR_ESP@spe. sony. com Spain Marek Świątek GBS SPE SPTN RTR GBS_SPE_SPTN_RTR_GBR@spe. sony. com UK Marek Świątek Dorota Tomaszewska GBS SPE SPTN RTR HUN GBS_SPE_SPTN_RTR_HUN@spe. sony. com Hungary Dorota Szcześniak Marek Świątek GBS SPE SPTN RTR ITA GBS_SPE_SPTN_RTR_ITA@spe. sony. com Italy Marek Świątek GBS SPE TCM EU GBS_SPE_TCM_EU@spe. sony. com EU Territories Adam Zych Weronika Tomczyk GBS SPE TE EU TE_Europe@spe. sony. com EU Territories Anna Mironiuk-Szweda Emilia Kiaszewicz GBS SPE PAY EU GBS_SPE_Payroll_EU@spe. sony. com EU Territories Maciej Targowski Artur Kaczor 6/14/2021 -- SPE Confidential 67

Sony Global Business Services, Inc. Return to Appendix Guide SGBS Management Team Position Country Name All Marilen Tuazon F & A Director All Disbursement Director Executive Director Email Address Telephone Marilen_Tuazon@soe. sony. com 6324651251 Alvin Garcia Alvin_Garcia@spe. sony. com 632 4651428 All Jerry Samentar Jerry_Samentar@spe. sony. com 632 4651325 Executive Director All Marilen Tuazon Marilen_Tuazon@spe. sony. com 632 465 1251 Corporate Services Director Allen Alexander Reyes allen_reyes@spe. sony. com 632 465 1382 F & A Director All Alvin Garcia Alvin_Garcia@spe. sony. com 632 465 1428 Disbursement Director All Jerry Samentar Jerry_Samentar@spe. sony. com 632 465 1325 Senior Finance Manager All Ciandra Atienza ciandra_atienza@spe. sony. com 632 465 1257 Mary Ann Carino Maryann_carino@spe. sony. com 632 465 1327 Maree Haboc Maree. Haboc@spe. sony. com 632 4831450 Ailene Romano Ailene_Romano@spe. sony. com 632 465 1319 PTP Team Lead F&A Team lead - IHE Australia, New Zealand, Hong Kong, Taiwan, China Singapore, India, Japan, Philippines, New Zealand, Japan, New Zealand F&A Team Lead - SPRI New Zealand, Australia Nerisa Casitas Nerisa_Casitas@se. sony. com 632 465 1260 F&A Team Lead - SPTI Australia, Hong Kong, Japan, Taiwan, China, Singapore Cristina Domingo Cristina_Domingo@spe. sony. com 632 465 1259 F&A Team Lead - SPTI , SPTD, SPTN Miami, Brazil, Mexico, Venezuela Liza De Vera Liza_Devera@spe. sony. com 632 4651378 PTP Team Lead Brazil, Mexico, Venezuela Mirko Gutierrez Mirko_Gutierrez@spe. sony. com 632 4651371 6/14/2021 -- SPE Confidential 68

Sony Global Business Services, Inc. Return to Appendix Guide SGBS Wave 1 Support Team Email Address Process Country LOB SGBS_SPE_SPTI_OTC_AUS@spe. sony. com OTC Australia SPTI SGBS_SPE_AP_AUS@spe. sony. com AP Australia N/A SGBS_SPE_SPRI_RTR_AUS@spe. sony. com RTR Australia SPRI SGBS_SPE_SPTI_RTR_AUS@spe. sony. com RTR Australia SPTI SGBS_SPE_SPTI_TCM_AUS@spe. sony. com TCM Australia SPTI SGBS_SPE_SPRI_TCM_AUS@spe. sony. com TCM Australia SPRI SGBS_SPE_SPTI_OTC_HKG@spe. sony. com OTC Hong Kong SPTI SGBS_SPE_AP_HKG@spe. sony. com AP Hong Kong N/A SGBS_SPE_SPTI_RTR_HKG@spe. sony. com RTR Hong Kong SPTI SGBS_SPE_SPTI_TCM_HKG@spe. sony. com TCM Hong Kong SPTI 6/14/2021 -- SPE Confidential Team Member(s) Cristina Domingo Richard Geronimo Mary Ann Carino Dorothy Joy Pernis Nerisa Casitas Yennessy Garcia Cristina Domingo Rhodalyn Bilog Nerisa Casitas Rhodalyn Bilog Cristina Domingo Richard Geronimo Mary Ann Carino Dorothy Joy Pernis Cristina Domingo Raizza Patawaran Cristina Domingo Rhodalyn Bilog 69

Sony Global Business Services, Inc. Return to Appendix Guide SGBS Wave 1 Support Team (cont’d) Email Address Process Country LOB SGBS_SPE_IHE_OTC_NZL@spe. sony. com OTC New Zealand IHE SGBS_SPE_AP_NZL@spe. sony. com AP New Zealand N/A SGBS_SPE_IHE_ROY_NZL@spe. sony. com ROY New Zealand IHE SGBS_SPE_IHE_RTR_NZL@spe. sony. com RTR New Zealand IHE SGBS_SPE_SPRI_RTR_NZL@spe. sony. com RTR New Zealand SPRI SGBS_SPE_IHE_TCM_NZL@spe. sony. com TCM New Zealand IHE SGBS_SPE_SPRI_TCM_NZL@spe. sony. com TCM New Zealand SPRI 6/14/2021 -- SPE Confidential Team Member(s) Ailene Romano Richard Geronimo Cherry Gorobao Mary Ann Carino Neah Bacay Cherry Gorobao Ailene Romano Rodel Valdez Ailene Romano Natasha Tullao Nerisa Casitas Yenessey Garcia Ailene Romano Rhodalyn Bilog Nerisa Casitas Rhodalyn Bilog 70

Sony Global Business Services, Inc. Return to Appendix Guide SGBS Wave 2 Support Team Email Address Process Country LOB SGBS_SPE_AP_CHN@spe. sony. com AP China N/A SGBS_SPE_SPTI_RTR_CHN@spe. sony. com RTR China SPTI SGBS_SPE_SPTI_OTC_CHN@spe. sony. com OTC China SPTI Cristy Domingo SGBS_SPE_SPRI_RTR_CHN@spe. sony. com RTR China SPRI Neri Casitas SGBS_SPE_SPTI_TCM_CHN@spe. sony. com TCM China SPTI Cristy Domingo SGBS_SPE_SPRI_TCM_CHN@spe. sony. com TCM China SPRI Neri Casitas SGBS_SPE_AP_IND@spe. sony. com AP India N/A Maria Ellora Haboc Ivo Sanson SGBS_SPE_SPRI_TCM_IND@spe. sony. com TCM India SPRI Rhodalyn Bilog SGBS_SPE_IHE_TCM_IND@spe. sony. com TCM India IHE Rhodalyn Bilog SGBS_SPE_SPRI_RTR_IND@spe. sony. com RTR India IHE Neri Casitas SGBS_SPE_IHE_OTC_IND@spe. sony. com OTC India IHE SGBS_SPE_SPRI_AP_JPN@spe. cony. com AP Japan SPRI SGBS_SPE_IHE_AP_JPN@spe. cony. com AP Japan IHE 6/14/2021 -- SPE Confidential Team Member(s) Mary Ann Carino Shi Yinyue Cristy Domingo Bei Wang Neri Casitas Ivo Sanson Maria Ellora Haboc Russell Dan Dabon Maureen Valdez Maria Ellora Haboc Michael Mijares Maria Fatima Robles Kyoko Umekawa 71

Sony Global Business Services, Inc. Return to Appendix Guide SGBS Wave 2 Support Team (cont’d) Email Address Process Country LOB SGBS_SPE_SPTI_AP_JPN@spe. cony. com AP Japan SPTI SGBS_SPE_CORP_AP_JPN@spe. cony. com AP Japan CORP SGBS_SPE_SPTI_OTC_JPN@spe. sony. com OTC Japan SPTI SGBS_SPE_CORP_OTC_JPN@spe. sony. com OTC Japan CORP SGBS_SPE_IHE_OTC_JPN@spe. sony. com OTC Japan IHE SGBS_SPE_IHE_RTR_JPN@spe. sony. com RTR Japan IHE SGBS_SPE_CORP_TCM_JPN@spe. sony. com TCM Japan CORP Kurt Dietrich Villamil SGBS_SPE_CORP_RTR_JPN@spe. sony. com RTR Japan CORP Aileen Romano Hirotaka Muroi SGBS_SPE_SPTI_RTR_JPN@spe. sony. com RTR Japan SPTI Cristy Domingo SGBS_SPE_SPRI_RTR_JPN@spe. sony. com RTR Japan SPRI Neri Casitas SGBS_SPE_IHE_ROY_JPN@spe. sony. com ROY Japan IHE Aileen Romano SGBS_SPE_IHE_TCM_JPN@spe. sony. com TCM Japan IHE Aileen Romano SGBS_SPE_SPTI_TCM_JPN@spe. sony. com TCM Japan SPTI Cristy Domingo SGBS_SPE_SPRI_TCM_JPN@spe. sony. com TCM Japan SPRI Neri Casitas SGBS_SPE_SPRI_OTC_JPN@spe. sony. com OTC Japan SPRI Neri Casitas SGBS_SPE_IHE_INV_JPN@spe. sony. com INV Japan IHE Aileen Romano 6/14/2021 -- SPE Confidential Team Member(s) Maria Ellora Haboc Edmond Jay Bonsol Maria Ellora Haboc Jinkee Gordula Cristy Domingo Ellen Bono Aileen Romano Rochelle Dumlao Aileen Romano Ivy Herrera Aileen Romano Jay Tusara Hiroaki Tamura 72

Sony Global Business Services, Inc. Return to Appendix Guide SGBS Wave 2 Support Team (cont’d) Email Address Process Country LOB SGBS_SPE_AP_PHL@spe. sony. com AP Philippines N/A SGBS_SPE_SPTI_RTR_PHL@spe. sony. com RTR Philippines SPTI SGBS_SPE_SPTI_OTC_PHL@spe. sony. com OTC Philippines SPTI SGSB_SPE_SPTI_TCM_PHL@spe. sony. com TCM Philippines SPTI SGBS_SPENA_AP_SGP@spe. sony. com Team Member(s) Maria Ellora Haboc Raymond Sinpaz Cristy Domingo Nelioso Carnetes Cristy Domingo Bhon David Cristy Domingo Maria Ellora Haboc Maureen Valdez Denise Palmares Jocelene Abrasia Maria Ellora Haboc Anaclarisse Manrique Cristy Domingo Steave Checa AP Singapore N/A AP Singapore SPTL SGBS_SPENA_OTC_SGP@spe. sony. com OTC Singapore SPENA SGBS_SPE_SPTL_OTC_SGP@spe. sony. com OTC Singapore SPTL SGBS_SPENA_RTR_SGP@spe. sony. com RTR Singapore SPENA Cristy Domingo SGBS_SPE_SPTL_RTR_SGP@spe. sony. com RTR Singapore SPTL Cristy Domingo SGBS_SPENA_TCM_SGP@spe. sony. com TCM Singapore SPENA Cristy Domingo SGBS_SPE_SPTL_TCM_SGP@spe. sony. com TCM Singapore SPTL Cristy Domingo SGBS_SPE_AP_TWN@spe. sony. com AP Taiwan N/A SGBS_SPE_SPTI_OTC_TWN@spe. sony. com OTC Taiwan SPTI SGBS_SPE_SPTI_RTR_TWN@spe. sony. com RTR Taiwan SPTI TCM -- SPE Confidential. Taiwan SPTI SGBS_SPE_SPTL_AP_SGP@spe. sony. com SGBS_SPE_SPTI_TCM_TWN@spe. sony. com 6/14/2021 Mary Ann Carino Gao Sa Cristy Domingo Chabert Ng Cristy Domingo Bei Wang Chabert Ng Cristy Domingo 73

Sony Global Business Services, Inc. Return to Appendix Guide SGBS Wave 3 Support Team Email Address Process Country LOB Team Member(s) SGBS_SPE_SPTI_RTR_BRA@spe. sony. com RTR Brazil SPTI Marcos De. Almeida SGBS_SPE_SPTI_TCM_BRA@spe. sony. com TCM Brazil SPTI Debora Cunanan SGBS_SPE_AP_BRA@spe. sony. com AP Brazil SPTI Tatiana Santo SGBS_SPE_SPTI_RTR_MEX@spe. sony. com RTR Mexico SPTI Jorge Morillo SGBS_SPE_SPTI_TCM_MEX@spe. sony. com TCM Mexico SPTI Deborah Cunanan SGBS_SPE_AP_MEX@spe. sony. com AP Mexico SPTI Josefina Andaya SGBS_SPE_SPTD_RTR_MIA@spe. sony. com RTR Miami SPTD Peaches Ocampo SGBS_SPE_SPTI_RTR_MIA@spe. sony. com RTR Miami SPTI Tuesday Villamater SGBS_SPE_SPTI_TCM_MIA@spe. sony. com TCM Miami SPTI Marilyn Tamondong SGBS_SPE_SPTD_OTC_MIA@spe. sony. com OTC Miami SPTD Rica Queyquep SGBS_SPE_SPTN_OTC_MIA@spe. sony. com OTC Miami SPTN August Balleza SGBS_SPE_SPTI_RTR_VEN@spe. sony. com RTR Venezuela SPTI Semelweist Tan Jorge Morillo SGBS_SPE_SPTI_TCM_VEN@spe. sony. com TCM Venezuela SPTI Marilyn Tamondong SGBS_SPE_AP_VEN@spe. sony. com AP Venezuela SPTI Claudia Gonzalez 6/14/2021 -- SPE Confidential 74

Sony Global Business Services, Inc. Return to Appendix Guide AMEA Management Team Position Country Name Email Address Telephone Executive Director All Marilen Tuazon Marilen_Tuazon@soe. sony. com 632 4651251 F & A Director All Alvin Garcia Alvin_Garcia@spe. sony. com 632 4651428 Disbursement Director All Jerry Samentar Jerry_Samentar@spe. sony. com 632 4651325 Senior Finance Manager All Ciandra Atienza ciandra_atienza@spe. sony. com 632 465 1257 Team Lead SGP Emmylou Laurora Emmylou_Laurora@spe. sony. com 632 465 1262 Team Lead SGP Josie Acacio Josie_Acacio@spe. sony. com 632 465 1281 Team Lead SGP Princess Lamano Oshin_Lamano@spe. sony. com 632 465 1298 Team Lead SGP Mario Yabut Jr Mario_Yabut@spe. sony. com 632 465 1300 Team Lead THA, PHL, VNM, IDN Karl Cecil Mantes Karl_Mantes@spe. sony. com 632 465 1308 Team Lead THA, PHL, VNM, IDN Desiree De Jesus Desiree_De. Jesus@spe. sony. com 632 465 1296 Team Lead THA, PHL, VNM, IDN Mangie Fabico Mangie_Fabico@spe. sony. com 632 465 1310 6/14/2021 -- SPE Confidential 75

Sony Global Business Services, Inc. Return to Appendix Guide AMEA Support Team Group Email Address Process Group Country Manager SGBS_PH_AMEA_PTP_ORC_SGP_INBOX@spe. sony. com PTP ORC Singapore Emmylou Laurora SGBS PH AMEA RTR ORC SGP SGBS_PH_AMEA_RTR_ORC_SGP_INBOX@spe. sony. com RTR ORC Singapore Emmylou Laurora SGBS PH AMEA OTC ORC SGP SGBS_PH_AMEA_OTC_ORC_SGP_Inbox@spe. sony. com OTC ORC Singapore Emmylou Laurora SGBS PH AMEA PTP SEAP SGBS_PH_AMEA_PTP_SEAP_SGP_INBOX@spe. sony. com PTP SEAP Singapore Josie Acacio SGBS PH AMEA PTP ORC SGP SGBS PH AMEA PTP SES SGP SGBS_PH_AMEA_PTP_SES_SGP_Inbox@spe. sony. com PTP SES Singapore Josie Acacio SGBS PH AMEA RTR SES SGP SGBS_PH_AMEA_RTR_SES_SGP_Inbox@spe. sony. com RTR SES Singapore Princess Lamano SGBS PH AMEA RTR SEAP SGBS_PH_AMEA_RTR_SEAP_SGP_Inbox@spe. sony. com RTR SEAP Singapore Princess Lamano SGBS PH AMEA OTC SEAP SGBS_PH_AMEA_OTC_SEAP_SGP_INBOX@spe. sony. com OTC SEAP Singapore Mario Yabut Jr 6/14/2021 -- SPE Confidential Team Member Valentina Cantal Josephine S. Gorgonio Roderick Ramos Dianne Cristobal Dianne Delos. Santos Jobelle Delis Jerry Samentar Karla Sevilla Mirasol S. Navoa Jaemel Calina Jay Tusara Jerry Samentar Rhea Salonga Mark Arroyo Jay Tusara Jerry Samentar Jazmin E. Mogol Alvin S. Casapao Marie Katherine C. Recio Jerry Samentar Carol Mondia Karen Casili Mayla Maynigo Jerry Samentar Mark Santos Marie Cristine Quindara Shiela Pineda John Tiamzon Michael Tudayan Kennly Dionisio Gracielle Roxas Jerry Samentar 76

Sony Global Business Services, Inc. Return to Appendix Guide AMEA Support Team (cont’d) Group Email Address Process Group Manager SGBS PH AMEA OTC SES SGP SGBS_PH_AMEA_OTC_SES_SGP_Inbox@spe. sony. com OTC SGBS PH AMEA PTP MYS SGBS_PH_AMEA_PTP_MYS_INBOX@spe. sony. com PTP Malaysia Josie Acacio SGBS PH AMEA RTR MYS SGBS_PH_AMEA_RTR_MYS_INBOX@spe. sony. com RTR Malaysia Princess Lamano SGBS PH AMEA OTC MYS SGBS_PH_AMEA_OTC_MYS_Inbox@spe. sony. com OTC Malaysia Mario Yabut Jr SGBS PH AMEA PTP THA SGBS_PH_AMEA_PTP_THA_INBOX@spe. sony. com PTP Thailand Karl Cecil Mantes SGBS PH AMEA RTR THA SGBS_PH_AMEA_RTR_THA_INBOX@spe. sony. com RTR Thailand Desiree De Jesus SGBS PH AMEA OTC THA SGBS_PH_AMEA_OTC_THA_INBOX@spe. sony. com OTC SGBS PH AMEA PTP PHL SGBS_PH_AMEA_PTP_PHL_INBOX@spe. sony. com PTP SGBS PH AMEA RTR PHL SGBS_PH_AMEA_RTR_PHL_INBOX@spe. sony. com RTR SGBS PH AMEA OTC PHL SGBS_PH_AMEA_OTC_PHL_INBOX@spe. sony. com OTC 6/14/2021 -- SPE Confidential SES Country Singapore Mario Yabut Jr Team Member Beverlyn Enriquez Joanne Del Pilar Mark Juan Randy Bernabe Eloisa Ancog Cyril Tibayan Jerry Samentar Haidee Legacion Maria Vera R. Bolo Crizaleen Rentoy Angelo Hernando Jill Ireland T. Abundo Kristine R. Sarmiento Rafael Santos Jenriz Casaje Jerry Samentar Ralph Quebec Marie Lyn Teodoro Elena Bautista Thailand Mangie Fabico Joanna Bao-Fernandez Juanito Jesus Angelo C. Viado Karl Cecil Darel Fronda Philippines Mantes Jerry Samentar Desiree De Philippines Joy Ann Cerbas Jesus Elaine Ferrer Philippines Mangie Fabico Madel Rosales Maritess Tala-oc 77

Sony Global Business Services, Inc. Return to Appendix Guide AMEA Support Team (cont’d) Group Email Address Process Group Country Manager SGBS PH AMEA PTP VNM * SGBS_PH_AMEA_PTP_VNM_INBOX@spe. sony. com PTP Vietnam SGBS PH AMEA RTR VNM * SGBS_PH_AMEA_RTR_VNM_INBOX@spe. sony. com RTR Vietnam SGBS PH AMEA OTC VNM * SGBS_PH_AMEA_OTC_VNM_INBOX@spe. sony. com OTC Vietnam SGBS PH AMEA PTP IDN * SGBS_PH_AMEA_PTP_IDN_INBOX@spe. sony. com PTP Indonesia SGBS PH AMEA RTR IDN * SGBS_PH_AMEA_RTR_IDN_INBOX@spe. sony. com RTR Indonesia SGBS PH AMEA OTC IDN * SGBS_PH_AMEA_OTC_IDN_INBOX@spe. sony. com OTC Indonesia Mangie Fabico Karl Cecil Mantes Desiree De Jesus Team Member Flordeliza Listina Sharon Sison Mangie Fabico Elbeth Andaya Karl Cecil Mantes Desiree De Jesus Sarah Macob Jerry Samentar Anne Bernabe Mangie Fabico * Requested but not yet in Production 6/14/2021 -- SPE Confidential 78

Sony Global Business Services, Inc. Return to Appendix Guide SGTS - UK Email Address Assignment Group Name Country Territory Customer Company GBS_SGTS_Accounting_London@spe. sony. com GBS SGTS Accounting London UK SGTS Accounting GBS_SGTS_Back. Office_London@spe. sony. com GBS SGTS Back Office London UK SGTS Back Office GBS_SGTS_Treasury_London@spe. sony. com GBS SGTS Treasury London UK SGTS Treasury GBS_SGTS_Financial. Planning_London@spe. sony. com GBS SGTS Financial Planning London UK SGTS Financial Planning GBS_SGTS_Business. Planning_London@spe. sony. com GBS SGTS Business Planning London UK SGTS Business Planning GBS_SGTS_Agency_London@spe. sony. com GBS SGTS Agency London UK SGTS Agency SGBS_SGTS_Middle. Office_London@spe. sony. com SGBS SGTS Middle Office London UK SGTS Middle Office 6/14/2021 -- SPE Confidential Team Member(s) Adam Szumnarski Aleksandra Krolasik Aleksandra Idec Edyta Hoder Bartosz Wesierski Aleksander Jurek Joanna Sokol Maria Ostrowska Oksana Jesionek-Pecio Bartosz Wesierski Sylwia Szypiorowska Joanna Ciarka Maciej Kiezel Bartosz Wesierski Aleksandra Kwiatkowska Bartosz Wesierski Monika Bednarska Bartosz Wesierski Marta Czurylo Joanna Ziolo Filip Pusz Piotr Janiak Bartosz Wesierski Jay-Laine Benito Charina Pidoy Bartosz Wesierski 79

Sony Global Business Services, Inc. Return to Appendix Guide SGTS - Singapore Email Address Assignment Group Name Country Territory SGBS SGTS SGBS_SGTS_Money. Market_Singapore@spe. sony. com Money Market Singapore SGBS_SGTS_Business. Planning_Singapore @spe. sony. com SGBS_SGTS_Financial. Planning_Singapore @spe. sony. com SGBS_SGTS_Treasury. FX_Singapore@spe. sony. com 6/14/2021 SGBS SGTS Business Planning Singapore SGBS SGTS Financial Planning Singapore SGBS SGTS Treasury FX Singapore Customer Company SGTS Money Market Team Member(s) Peter Alabado Ronna Mariano Eizel Caro Sittie Anna Gorpidoh Bartosz Wesierski Benedict Bagunu Sheryl Parayno Mabel Estrella Bartosz Wesierski Singapore SGTS Business Planning Singapore SGTS Financial Planning Joseph Dultra Kris Villarama Bartosz Wesierski SGTS Treasury Maria Regina Imee Reyes Bartosz Wesierski Singapore -- SPE Confidential 80

Sony Global Business Services, Inc. Return to Appendix Guide Service-now SPE Process – Sub Process – Related KPI Mappings Process Sub Process Related KPI Audit QER-AC 03 OTC-TM 03 QER-AC 03 QER-AC 03 PTP-TM 04 PTP-AC 04 QER-AC 03 PTP-TM 09 PTP-TM 06 PTP-TM 04 PTP-AC 04 QER-AC 03 PTP-TM 02 PTP-AC 02 QER-AC 03 QER-AC 03 Cash Allocation Order to Cash Collections Contract Maintenance Customer Master Data Invoice distribution OTC reporting Revenue Billing/ Invoicing WHT documentation Maintenance Audit Automatic Payments Intercompany Manual Payments Procure to Pay Month end reporting Non-PO invoices 6/14/2021 Pre/Post-Processing Purchase Orders analysis and administration Vendor analysis and admin Vendor Data maintenance SPE Confidential Weekly--reporting 81

Sony Global Business Services, Inc. Return to Appendix Guide Service-now SPE Process – Sub Process – Related KPI Mappings (cont’d) Process Sub Process Balance Sheet Reconciliations Audit Bank Reconciliations Cash and Bank Compliance & controls Fixed Assets Record to Report Intercompany Journal Entries (Including accruals, provisions, deferrals and prepayments) Other Closing Tasks Reconciliations - Interfaces Reporting Taxes Fixed Assets Ad Hoc Requests T&E Idocs Clearing 6/14/2021 -- SPE Confidential Related KPI RTR-TM 01 -02 RTR-AC 01 -02 QER-AC 03 RTR-TM 01 -04 RTR-AC 01 -04 QER-AC 03 RTR-TM 06 RTR-AC 06 QER-AC 03 RTR-TM 01 -01 RTR-AC 01 -01 QER-AC 03 RTR-TM 01 -03 RTR-AC 01 -03 QER-AC 03 82

Sony Global Business Services, Inc. Return to Appendix Guide Service-now SPE Process – Sub Process – Related KPI Mappings (cont’d) Process Inventory Management Sub Process Related KPI Analytical Inventory reconciliation Audit Maintain, Update and Validate SKUs QER-AC 03 Perform Month End Activities QER-AC 03 Set-up SKU QER-AC 03 RTR-TM 05 RTR-AC 05 QER-AC 03 PTP-AC 06 PTP-TM 08 QER-AC 03 QER-AC 03 QER-AC 03 Inventory package Inventory Queries Inventory Reconciliation – Interfaces review & idocs clearing Ad Hoc Requests Audit Travel and Expense Treasury and Cash Management 6/14/2021 T&E reports/documents processing Accounting Audit Cash Flow Investments Managing Cash Transactions Other Month End Activities (Country Specific) Other reporting Prepare Cash Flow Forecast Projects -- SPE Confidential 83

Sony Global Business Services, Inc. Return to Appendix Guide Service-now SPE Process – Sub Process – Related KPI Mappings (cont’d) Process Sub Process Royalty Statements Invoice Verification Contract Maintenance Royalties Reconciliations Journal Entries Royalty Accruals Audit Ad Hoc Requests 6/14/2021 -- SPE Confidential Related KPI RTR-TM 02 -01 RTR-AC 02 -01 QER-AC 03 RTR-TM 02 -03 RTR-AC 02 -03 QER-AC 03 RTR-TM 02 -02 RTR-AC 02 -02 QER-AC 03 84

Sony Global Business Services, Inc. Query/Issue Resolution Process 6/14/2021 -- SPE Confidential Return to Appendix Guide 85

Sony Global Business Services, Inc. Questions & Answers 6/14/2021 -- SPE Confidential 86