Quoting TV Channel Changes or Upgrades

1. Quoting TV Channel Changes or Upgrades Used when a community wishes to upgrade or change their current channel line up

2. There will always be a ticket created and assigned to you regarding any of these requests from communities. Every step of the way through this process, you must keep the OSS ticket updated with the steps your are taking to complete this ticket. It is imperative that this be done as the steps are taken so that the entire ESCO team and the community as well can be kept up to date with the status of this ticket and where you stand within this process. The right hand must know what the left hand is doing.

3. First and Foremost, When a community wishes to change/upgrade their channel line up, we must verify what channels they are currently broadcasting within their community on all 72 channels. • Many, if not all, of our communities know how to change the channels on their receivers themselves. This is a function that we have asked them to do in the past as being part of the “Partnership” with the CareConnect model. • If we don’t know what channels the community is currently broadcasting, we could easily take away a channel that the residents truly enjoy during this change request. And this we don’t want.

4. Send the community the last known channel line up that ESCO has on filevia email • Ask them to verify this line up, channel by channel, and correct it if necessary and return the list to you so that we can be as accurate as possible in this process. • This document can be found on the shared drive/job folder/managed care/(property name)/dish network • It will be listed as “channel line up” or “community channel line up” • Keep in mind, if the channel line up on file with ESCO is a recent document, I do not follow this step. By recent, I mean within the last 2-3 months.

5. This is the Channel Line Up document ESCO prepares prior to install with the channels that the community had selected. It must be updated during any channel change process as well. This and all versions of this document (since the original was created) are in the managed care folder on the shared drive under each property/dish network. The most recent version is the channel list that the community should verify.

6. To verify what channels they subscribe to - Take the ICB document that matches their current line up (basic or premium) and select the channel boxes that match their resident line up document • This document is located; shared/job folder/managed care/dish network/digital channel pricing/…..ICB pricing • There are two versions; • One is for the BASIC Bulk line up • The other is for the PREMIUM bulk line up (new as of 2013) • These lists have most of the channels in the bulk packages as well as the “sub” bulk packages that the community may subscribe to for an additional charge. • (there are many times that the community is broadcasting a channel that they do not subscribe to, simply because they know how to change the channels themselves- this is our chance to catch this and begin billing for it if they wish to keep it in their line up)

7. ICB Calculator Channel Line Up

8. By comparing this document with the current line up, It will tell you the available channels that the community can choose from. • For every channel package that the community subscribes to, there must be one or more channels selected within that group in order for the community to get an available channel within that group at no additional charge. • For example: • If the community subscribes to the BIO channel, the “History & More Channels” is the sub package of the Basic Bulk Line-up • If there are any other Channels within that sub package that are not “Checked” then they can be offered to the community at no additional charge. xx

9. If the community only wants to know what channels they can replace at no additional charge. This is where you would email the community the list of channels available to them at no price increase. (all open boxes on the ICB calculator that are within the sub packages that the community currently subscribes.) • Once they have selected the channel/s they wish to swap out (at an even swap); • update the Channel Guide document reflecting this change. • Email it to the community and have them sign it as approval and return it. • Without signature approval-we cant change anything • Scan that approved channel guide and attach to this ticket as well as to the managed care folder to have easy access to the record of change. • Update this ticket with detailed information of this transaction and assign this ticket to Tim to finalize the channel change within the head end.

10. IF the community wishes to replace a channel with one in a sub package that they currently do not subscribe to, it is very possible that there will be a price increase involved. • The only time that this may not be a price increase is if they are swapping one sub package for another that is of the same price. • To check the current prices of the Dish Bulk Packages – you can refer to the calculator tab of the ICB calculator. • Tab one is the selector tab • Tab two is the calculator tab – for every channel selected on tab one, tab two should automatically populate and calculate. • Another way (and the most reliable way) to check the current prices is to use the current Bulk PCO Rate Card that is updated by Dish Network anytime there is a price increase or channel programming change. • This is what is used for the ICB calculator. These two documents should match regarding sub package pricing. If they do not, the Bulk PCO Rate Card is the Master and the ICB calculator must be updated to reflect the current pricing as it appears on the Current Bulk PCO Rate Card. Please inform Lorie Orth if they do not match. • The next slides contain the Bulk PCO Rate card pages.

14. The Prices on the Bulk PCO Rate Card are our prices. This PCO Rate card should never be shared with the community, nor should the ICB calculator. • There is a version of the Bulk PCO Rate Card that does not include Pricing and this is the only version that may be shared with the community. • Both versions of these documents are on the Intranet under the Dish Network File Gallery or within the shared drive as previously mentioned. • These prices are per drop/ meaning they are per unit. • The prices on the Bulk PCO Rate Card are quoted to the community by a 47% margin. • The ICB Calculator will automatically do this for you on the Calculator Tab once you have checked the channels on the Lineup Selector Tab • This ICB Calculator is not fool proof. There are hundreds of channels out there, some are location specific. (Sports Rockysor Fox Sports Ohio) and those location specific channels may not be on the ICB Calculator. In these cases, manually pricing your channels using the Bulk PCO Rate Card is the best way to calculate.

15. Finding what the community currently pays; • OSS is a great tool for what the community currently pays. This is what they are currently being billed for. • Caution, the community in question may be on a lease up agreement and that means that OSS will reflect the current monthly MMMFP percentage and not what their true MMMFP is. • We will quote on the true MMMFP pricing- not % Lease up. • In the right column of OSS Overview page of the community in question is the “Components” section- Let’s Look at Oakhurst Towers Components • You will see MMMFP TV – and a price. This is the current charge monthly – if lease up or not. For example; • MMMFP - TV2639.78 • You will also see “Default Notes” these boxes will contain notes regarding the recent contract changes. For example; • Note: Default Addendum: $422.50 to add fox sports to TV requested April 2010 - added additional channel 09/2010. Orig charge was 169 residents @ $13 = $2197.00

16. This information tells you that their current price of their MMMFP is $2639.78 • This is a total charge – for the entire community in bulk, if there is a per drop charge, it would say so. This one does not. • This is the base for what you will quote to your community if there is a price increase. • Let’s say Oakhurst Towers wants to add the Escape Sub Package to their line up. • Per the Bulk PCO Rate Card, it is .66 cents per drop per month. That is our price. • Mark that up 47%, multiply by 169 Residents (per OSS and Contract- Schedule 1, page 2) • Add that to the current contract price of $2639.78- and that is what you will quote to the community as the MMMFP Bump/Increase for the Escape Sub Package. • Please verify this quote with Allyson or myself prior a verbal quote to the community or prior to sending a quote to the customer until you are comfortable with the process.

17. The Formal Quote • An AWA “Additional Work Authorization” is required prior to changing any channels. • Once you have calculated the change in pricing. Fill out this document with the detailed information of this transaction. • Send to the community for approval (Verify with Allyson if necessary) This is an example only

18. Once this AWA document is signed by the community and returned; • Scan it • Attach it to the ticket reflecting this change (be sure you have noted your ticket with all of the steps you have taken in this transaction) • Attach it to the managed care folder within the corresponding community in the Dish Network folder as well as the contract folder. (reason being that it is a contract change and a Dish Network change) • Update the Community Channel Guide document and email this to the community for them to distribute to their residents. • If this community subscribes to MyOnTV channel guide (sometimes called GuesTV) their scrolling channel guide must be changed as well. (TBD who will complete this step, for now, it is Lorie Orth) email her the information reflecting this change.

19. Advise Lorie Orth to update the NOC CareConnect Master Database Satellite TV tab with the current packages subscribed to. • Then assign this ticket to Tim to complete this channel change. • Tim will complete the Bulk Services Change Form to send to Pace or SMS that reprograms the receivers to be able to broadcast this added sub package. • As well as assist the community in changing this channel/s at the head end. • If a tech is requested by this community to make the change, the community is responsible for this charge (if this is a voluntary change) and Tim will dispatch this technician. • Once the channel change is complete he will assign to Gina in Billing to adjust their monthly MMMFP. • At that time Gina will close this ticket.