Data

Campaign(s) Affected Sum of AnalystSum of RSI TicSum of Nexidia

ACMG 1 10,113HGS 2 82Marriott - Mar QB 19 -731,499,992Torchmark 2 -121,986,784US Cellular 3 -60,914,156Total Result 27 -914,390,737

Application Count of Network Ref

Nexidia Interaction Analytics 14Total Result 14

Campaign(s) Affected Count of Network RefMarriott - Mar QB 8US Cellular 3ACMG 1HGS 1Torchmark 1Total Result 14

Count of Weeks IssueApplication Access AdministrationAnalysis & RepNexidia Interaction Analytics 5 1 4Total Result 5 1 4

Sum of Analyst Time Lost (Business Min) - Nexidia Weeks

Application 11/1/2015 11/15/2015 11/19/2015Nexidia Interaction Analytics -16,318,702 33,822 -48,982,512Total Result -16,318,702 33,822 -48,982,512

Sum of RSI DoSum of Nexidi Sum of AnalystSum of Analyst Time Lost (Business Min) - N Full Time Employees Impacted Formula

2,733 2,733 (Down Time Min)82 82 60

-195,950,132 -195,950,132-32,677,984 -32,677,984-16,316,826 -16,316,826

-244,942,127 -244,942,127

Media PlaybacPerformance Search Total Result1 1 2 141 1 2 14

11/29/2015 12/6/2015 12/13/2015 12/20/2015 12/27/2015 Total Result2,733 -97,988,458 6,146 -65,354,487 -16,340,669 -244,942,1272,733 -97,988,458 6,146 -65,354,487 -16,340,669 -244,942,127

Full Time Employees Impacted Formula

* Number of People Impacted = FTE40

Count of Weeks WeeksApplication ### 11/15/2015 11/19/2015 11/29/2015 12/6/2015 12/13/2015Nexidia Interaction Analytics 1 1 1 1 3 2Total Result 1 1 1 1 3 2

Application Sum of Analyst AffectedNexidia Interaction Analytics 27Total Result 27

Row Labels WE 11/1 WE 11/15 WE 11/19 WE 11/29 WE 12/6 WE 12/13Nexidia Interaction Analytics 1 1 1 1 3 2Grand Total 1 1 1 1 3 2

Campaign(s) Affected Count of Network RefMarriott - Mar QB 8US Cellular 3ACMG 1HGS 1Torchmark 1Total Result 14

12/20/2015 12/27/2015 Total Result4 1 144 1 14

WE 12/20 WE 12/27 Grand Total4 1 144 1 14

Nexidia Interaction Analytics Total Result0

10

20

30 27 27

# of Analysts– Dec MTD

US Cellular ACMG HGS Torchmark Total Result0

2

4

6

8

3

1 1 1

14Count of Accounts - Dec MTD

WE 11/1 WE 11/15 WE 11/19 WE 11/29 WE 12/6 WE 12/13 WE 12/20 WE 12/270

2

4

6

8

1 1 1 1

32

4

1

Nexidia Interaction Analytics

# of Tickets – Dec MTD

Nexidia Interaction Analytics Total Result0

10

20

30 27 27

# of Analysts– Dec MTD

US Cellular ACMG HGS Torchmark Total Result0

2

4

6

8

3

1 1 1

14Count of Accounts - Dec MTD

WE 11/1 WE 11/15 WE 11/19 WE 11/29 WE 12/6 WE 12/13 WE 12/20 WE 12/270

2

4

6

8

1 1 1 1

32

4

1

Nexidia Interaction Analytics

# of Tickets – Dec MTD

NOT TO BE SHOWN OUTSIDE BT Page 9 of 18

HyperQuality - Nexidia Monthly Service Report

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MTD

Description

HQ Downtime 0 0 0Nexidia Downtime 162,731 44,651 44,651

Weekly

Description

HQ Downtime 0 0 0

Nexidia Downtime 0 0 0

Ticket Closure Time (Min)

Downtime(Business Min)

Analyst Time Lost (Business Min)

Ticket Closure Time (Min)

Downtime(Business Min)

Analyst Time Lost (Business Min)

Systems availability impact report: (28 Dec'15 - 3 Jan'16)Summary Vs. Actual

018.605

0

0.0

Total FTEs/Wk

Total FTEs/Wk

Systems availability impact report: (28 Dec'15 - 3 Jan'16)

Systems availability impact report: (28 Dec'15 - 3 Jan'16)

MTD

Description Ticket Closure Time (Min)

HQ Downtime 0 0Nexidia Downtime 162,731 44,651

MTD

Campaign(s) Affected # Analyst Affected

ACMG 1

US Cellular 2

Marriott - Mar QB 7

HGS 2

Grand Total 12 0

Current Week

Description Ticket Closure Time (Min)

HQ Downtime 0 0Nexidia Downtime 0 0

Current Week

Campaign(s) Affected # Analyst Affected

Downtime(Business Min)

Sum of HQ Ticket Closure Time (Min)

Downtime(Business Min)

Sum of HQ Ticket Closure Time (Min)

Summary Vs. Actual

Which systems had issues? (28 Dec'15 - 3 Jan'16)

Campaign Details

Grand Total 0 0

044,651

10,113 2,733

4,576 1,876

147,960 39,960

82 82

162,731 0 44,651 0

00

Analyst Time Lost (Business Min)

Sum of Nexidia Ticket Closure Time (Min)

Sum of HQ Downtime (Business Min)

Sum of Nexidia Downtime (Business

Min)

Sum of Analyst Time Lost (Business Min) -

HQ

Analyst Time Lost (Business Min)

Sum of Nexidia Ticket Closure Time (Min)

Sum of HQ Downtime (Business Min)

Sum of Nexidia Downtime (Business

Min)

Sum of Analyst Time Lost (Business Min) -

HQ

Which systems had issues? (28 Dec'15 - 3 Jan'16)

0 0 0 0

Constants Value

Minutes/Hour 60

Available Hours/Week 40

2,733 1.13875

1,876 0.781666667

39,960 16.65

82 0.034166667

44,651 18.60

Sum of Analyst Time Lost (Business Min) -

Nexidia

Total FTEs/Wk

Sum of Analyst Time Lost (Business Min) -

Nexidia

Total FTEs/Wk

Which systems had issues? (28 Dec'15 - 3 Jan'16)

0 0.000