Hosted Voice Simplification Product Development & Service Delivery June 2013

Hosted Voice Highlights Success Story 50,000+ Seats $1,300+ ARPU 100% product adoption achieved across all sales channels and regions year 1 31% Product Growth YOY (Q vs. Q ) Hosted Voice is the driving force for IP phone sales Challenges Longer than expected Installation Intervals Order Rejects based on missing information or fees Lack of ownership of order from quote to cash Disconnect between sales engineering and database Customer Training Product Complexity Hosted Voice success is the leading indicator that EarthLink is making the move from a CLEC to a true MSP – Managed Network Service Provider 2

Objectives Enhance Order & Delivery Process to provide a more efficient sales, engineering and service delivery process and Improve customer experience Simplify Product and reduce Complexity Approach Create a faster Quote to Cash cycle and improved revenue velocity by getting the order information nailed down early in the process Reduce Installation Delays / Cancelled contracts and / Improve Referral Base Retool customer training Simplify the current product to support an Easy to Understand, Easy to Sell, Easy to Buy, Easy to Process, Easy to Support structure Continued Summit Meetings will provide additional discovery and continued recommendations for product and delivery improvement with full engagement from (Sales/Sales Engineering/Service Delivery/Engineering/Care/Training) Hosted Voice Summit Series 3

Order & Delivery Process Enhancements Up Front Process Physical Site Survey streamline process and forms Reduce order upsells/supps.(changes) and non-supported features Introduction Letter to set Customer Expectations New Hosted SOF Supplement Form (Customer Interview) Sales engineer, the database specialist and account team will conduct a meeting with the customer post signature, pre-booking to review configuration and produce statement of work to nail down design up pre-booking! Service Delivery New Order Escalation Process with bi-weekly review to allow more open/frequent communication with customers Additional Customer Facing Resources Allocated to focus on Hosted Orders Project Management, Database, Install, Support Customer Training – Complete Overhaul 10+ Employees On-Site – Less than 10 Live Online General / IP Phones / Product Highlights / User Portal Added Webinar based Self Registration for Live Online Training Added On-demand training session Available Exclusively Online (ACD / Auto Attendant) Quick Reference Guides & Hosted Voice Information Packet 4

Configuration Options Multi-Line Hunt Groups, MADN Groups, Call Router, Additional Call Appearances$ Access TypeSeatsIP PhonesHardware Service Bundle Optional Services ( Auto Attendant) Product Structure - Before 5

Configuration Options NO CHARGES APPLY Access TypeSeatsIP PhonesHardware Service Bundle Optional Services ( Auto Attendant) Product Structure - After 6

Product Structure - Before & After Low High 7

Before and After Quote 8 Minimal Revenue with Big Impact on Complexity & Cycle Times!

What Happens Next? We will not implement charges for these features for any orders booked post June 7 th, 2013 We will start zero rating charges immediately for orders in process and features that have been removed from quoting catalog going forward. Marketing will provide an HTML based communication template that account teams can provide to the customers which states………”Mr. Customer……this is just to let you know the features of _________________ which were on your agreement for service for ________________ are now free of charge. Any outstanding quotes that have not been closed can be updated to reflect the removal of the fees from the quote but not required to waive fees Sales Guides and Application briefs have been updated to reflect product changes SOF-Hosted Voice Worksheet was updated to incorporate all the elements no longer reflected in the quoting catalog 9

Resources Contact your channel manager for product info and quoting Updated Hosted Voice Sales Guide and application briefs located at: Hosted Voice Resource and Training Center center.xea You can also send an to: 10