Customer Support Process Document and Escalation Matrix

Customer Support Process Document and Escalation Matrix This document should be used as a reference for CHEP when experiencing any service issues provided by PGi.

Account Information - Please reference the following information when reporting a technical issue.

Account Number: User should reference client ID provided in PGI welcome email.

Services: WebEx, GlobalMeet Audio & GlobalMeet Web

Audio Care Support Information - Please refer to the following to contact our Customer Care Support Team.

Press *0 during the call to bring in Audio Escalation (On Call Support for Audio) immediate help!! EMEA - [email protected]

APAC - [email protected]

INDIA - [email protected]

Email: US - [email protected]

Phone Numbers: Amsterdam, Netherlands: +31 (0)20 794 7809

Australia, Sydney: +61 2 9338 8850

Australia: 1800 505 101

Copenhagen, Denmark: +45 32 71 16 46

Dublin, Ireland: +353 (0)1 5269403

Frankfurt, Germany : +49 69 66 777 5749

Geneva , Switzerland: +41 (0)22 592 7976

Hong Kong: +852 2299 9022

Japan: +81 3 4560 9630

Korea: +82 2 6003 0300

London , UK: +44(0)20 3140 8283

Malaysia: 1800 801 219

Oslo, Norway: +47 2150 2763

Paris, France: +33(0)1 7037 7279 Singapore: +65 65384111

Stockholm, Sweden: +46 (0)8 5051 0007

Taiwan: +886 2-26507324

US: 719-785-6626

Availability: 24x7x365

*All questions or issues should be directed to Customer Care via the options provided* Please include the following information when reporting an incident. This will help us with the resolution process:

 Contact Name and Phone Number  Individual Client ID  PGI Passcode (If Client ID not available)  Telephone number dialed  Telephone number dialed from Instructions:  Description of Issue including date and time of occurrence

EMEIA Support & Useful Links Should you need additional support from the standpoint of escalation and visibility, below is the Account Management team who will assist.

Help & Support: https:// community.globalmeet.com/welcome

EMEA CHEP Partner Page: http:// eu.pgi.com/clients/chep/default.aspx

Download Tools: https ://www.globalmeet.com/tools Email: [email protected] Nadeem Khan – Account Manager EMEA Phone: +44 207 618 1953