For Internal Use Only

Salesforce Views
SF Department/Queue Name Hours Of Operation SF Queue Description

Handles all internal and external Salesforce issues, set up of IPDR, PNM and all troubleshooting
Application Support M-F 8:00am - 5:00pm EST issues. Tucows escalations, Salesforce Adminstraion and BBX instance in Salesforce. NMS
alarming functions

Billing Data M-F 8:30am - 5:00pm EST Billing inquiries, add, move and change (MACD)

Provides Reseller voice support to Momentum’s Wholesale voice Operators via tickets and
inbound phone calls. Troubleshooting complex voice configurations as well as quality, call
M-F 8:00am - 5:00pm EST
Business Services completion, and feature support issues. Additionally BS supports Commercial end users on
Sat 9:00am - 8:00pm EST
behalf of our Commercial Operators. Business Serrvices also processes voice and data Subpoena
requests as well as Wholesale fraud alerts

Business Services Escalations M-F 7:00am - 8:00pm CST Handles all escalations from Business Service Reps

CCC - Management 24/7 Call Center Management Escalations, tool issues, and MSO turn-up requests

CCC - Tier 2 24/7 Tier2 Escalations forwarding queue to other departments, such as NOC, Voice Ops

CLEC Provisioning M-F 8:00am - 5:00pm EST LNP orders, DID orders, DADL (Directory Assistance/Directory Listings), CNAM, E911

Handles circuit orders such as MPLS, Managed Firewalls, Cross-connects, Point to Point, Rack
Space, Data Center Bandwidth, and interconnects involving multiple carries. Handles contracts
Complex Circuit Mngt M-F 8:00am - 5:00pm EST
verification, all coordination support from vendors, order placement, tech setup verification,
coordination between internal and extrenal teams on installs

Tickets related to datacenter network infrastructure as well as MSOs for whom we run Juniper
gear and for whom we provide engineering services. Temporarily network support escalations
Core Engineering Flexible
from PHL support and BHM Tier 2. Temporarily install assistance requests from SEs if
Implementation Teams have been engaged and are unable to fullfill the need

DHCP Requests/ IP adds/removals/lease time adjustments/static IP request concerns/DNS

servers we hand out to CPE devices/all other DHCP questions/concerns, Static/Reserved IP
Report (generate report that lets MSOs know where their statics are in the plant) - DOCSIS/
Cable modem provisioning, and configuration files. Classes of service, for modems and CPE
Core Provisioning M-F 8:00am - 5:00pm EST
devices that need to be built. Issues/requests with new modems/or new features on modems
that need to be enabled on the config file level. CMTS/Collapse/Swap/Split- we need at
minimium notification of the changes that will be occuring, and most likely this will require
DHCP changes that we need to initate. New DHCP/Provisioning servers turn up

Development M-F 8:00am - 5:00pm EST Any BBX related development requests

Wholesale DOCSIS and IP Network Engineering -MSO Change and Trouble Tickets, NOC
DOCSIS Engineering M-F 9:00am - 5:00pm EST
escalations for Wholesale, Business Services esclations for Wholesale Commercial

DOCSIS Voice Packetcable/SIP platform issues. All Docisis Voice Packetcable/SIP configuration
DOCSIS Voice Engineering M-F 9:00am - 5:00pm EST changes, Voice Migration requests, Momentum/Non-Momentum voice issues, CPE certification
requests, Single IP Phone/CPE voice issues, BBX installation/configuration issues, eMTAs

Prepares monthly corporate financials, handles the accounts payable process - enters & pays
vendor invoices, processes customer cash payments & customer refunds, fixed asset tracking,
Finance M-F 8:30am - 5:00pm EST
treasury function, E911 & SALT tax, annual audit & tax (corporate, property) work, eRequester
administration, Concur administration

New Contract Sales c/o Implementation, New Employee Equipment Requests, Demos /
Fulfillment M-F 8:00am - 5:00pm CST Equipment Returns and Replacements, Equipment Rentals and Purchases, Vendor Pricing and
Communications

Human Resources M-F 8:30am - 5:30pm EST Confidentially constrains - All Human Resource Functions

Implementation Engineer M-F 8:30am - 5:00pm EST Retail Implementation Project requests

End user support, email issues, new hires, terminations, hardware and software support,
IT M-F 8:00am - 5:00pm EST
software upgrades, user hardware acquisition and facilities management

Marketing M-F 8:00am - 5:00pm EST Handles marketing materials as needed to support our business

Handles all Microsoft Hosted platfrom infrastruture: both software and hadrware, including
Microsoft Hosted M-F 8:30am - 5:00pm EST testing and implemention of new technologies. Escalation point for Tier 2 & 3 for Email, Lync,
and Sharepoint

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SF Department/Queue Name Hours Of Operation SF Queue Description

Works Wholesale Trouble and Wholesale Change Tickets from customers. Monitoring of network
devices, both inetrnal and external customer devices. Handles request tickets from Internal
NOC 24/7
Operations. (Ex. Triage report Cable modems outage, CMTS Configurations, troubleshooting
routing issues, and initiate the event process)

Billing inquires, MACDs received from Implementation, Account Management, Provisioning,

PHL Billing M-F 8:00am - 4:00pm EST
Support and fulfillment

Port and DID requests for existing clients. All DID related changes: 911, CNAM, etc. Efax and
PHL Provisioning M-F 8:30am- 5:00pm EST
Conference Accounts

PHL Technical Support 24/7 Handles Requests from Former Alteva Customers

Product Management M-F 8:00am - 5:00pm CST Product Development and Release Management / Voice Softeng Quality Assurance

Retail Account Management M-F 8:00am - 5:00pm CST For Retail Management use only. Manages UCAS/Retail customers

Call Center for UCAS/Retail Tier1, Retail billing, Retail MACD, Request and Retail
Retail Customer Support M-F 7:00am - 7:00pm CST
Trouble Tickets

Retail Implementation M-F 7:00am - 6:00pm CST Service Delivery for UCAS/Retail customers

Retail Management Escalations - Retail and Business Services Escalation tickets that have been
Retail Management N/A
escalated to Management. *This is not used by the team and will only be used by Management

Retail Sales Flexible

Retail Sales Engineering M-F 8:00am - 5:00pm EST Support related tickes; site surverys

Call Center for UCAS/Retail Tier 2, fraud, escalations form wholesale voice. Support tickets for
Retail Technical Support M-F 7:00am - 7:00pm CST Legacy Momentum Retail customers, retail, billing, provisioning, trouble, wholesale trouble or
request tickets.

Retail VAR Support M-F 8:00am - 5:00pm EST Retail VAR Support (Includes VAR Payments, Commissions, etc)

RPM Development M-F 8:00am - 5:00pm EST Anything related to voice RPM including new requests, breakfix, and special projects

Service Delivery M-F 8:00am - 5:00pm EST MSO projects such as decoms, packages, new turn ups, voice projects

Software Engineering M-F 8:00am - 5:00pm EST OTS Support and Requests

Systems Engineering M-F 8:00am - 5:00pm EST Core Infrastrcuture (server hardware and colo), DNS

TB Support M-F 8:00am - 5:00pm EST Warwick Billing issues and monitored by Stephanie Anderson

Customer training assistance and appointment creation on Momentum Telecom products

Training M-F 8:00am - 5:00pm EST
and services

UNEP Support M-F 8:00am - 5:00pm EST Supports UNEP customers, resolved UNEP billing issues, credit requests, trouble tickets

Tickets associated with core voice engineering issues: i.e. Broadsoft ; Acme; Sansay, Juniper etc.
Voice Engineering M-F 8:00am - 5:00pm EST This queue is largely reserved for those core elements to which a true systems issue exists like
patches; s/w updates; SIP HMR rules etc.

Advanced Technical Support tickets for Legacy Momentum Retail customers and Business
Voice Escalations Team M-F 7:00am - 8:00pm CST
Services Escalations

Voice Operations M-F 8:00am - 5:00am CST Escalations from Tier2 , anything that involves voice systems (example Broadsoft)

Handles all customer request; decoms, initate projects. Basically, handles everything that a
WHLS - Account Management M-F 8:00am - 5:00pm EST
customer requests and then forwards the ticket to the approiate channel, if need be

M-F 8:00am - 5:00am Handles inbound requestes for Sales, new business, new products and services for
Wholesale Sales
Sat 6:00am - 2:00pm EST Wholesale/Whitelabel Customers

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After Hours Excalations

Department Name After Hours Excalations Retail Sales

Application Support On-call Calendar -NOC Department Name After Hours Excalations

Billing Data N/A Retail Sales Engineering N/A

Business Services On-call Calendar -NOC ; Sundays Tier2 Retail Technical Support On-call Calendar - NOC

Business Services Escalations On- call Calendar- NOC Retail VAR Support Elizabeth Waldrop

CCC - Management N/A RPM Development Louis Toyama

CCC - Tier 2 N/A Service Delivery Assigned PM

CLEC Provisioning N/A Software Engineering Auri Vizgaitis

Complex Circuit Mngt N/A Systems Engineering On-call Calendar - NOC

Core Engineering NOC Training N/A

Core Provisioning NOC UNEP Support Leave voice mail

Development On-call Calendar - NOC Voice Escalations Team Primary 205-578-8072 Secondary 704-483-0738

DOCSIS Engineering On-call Calendar - NOC Voice Operations On-call Calendar- NOC

DOCSIS Voice Engineering On-call Calendar - NOC WHLS - Account Management Account Managers can be reached directly

Finance Emergencies only :

N/A Wholesale Sales
[email protected]

Fulfillment N/A

Human Resources N/A

Implementation Engineer Matt M.

IT On-call Calendar - NOC

Marketing Email Marketing Team

Microsoft Hosted Alerting Software will generate notifications

NOC NOC Management

PHL Billing N/A

PHL Provisioning N/A

PHL Technical Support On-call tech/ J-Curve

Product Management Matt Warren or Brandon Hagood

Retail Account Management Trish Steele or Jennifer Jacobs

Retail Customer Support On-call Calendar- NOC

Retail Implementation Matt M. or Jennifer Jacobs

Retail Management N/A