Call Center Employee Handbook 2011

CALL CENTER
EMPLOYEE
HANDBOOK
ompany
Computer Generated Solutions, Inc.

Three World Financial Center
200 Vesey Street, 27th floor
New York, New York 10281-1017
Human Resources Department
Dear Employees:
Computer Generated Solutions, Inc. (CGS) has grown at a remarkable rate because of our
commitment to three core business principles: providing quality services to our clients, pursuing
excellence, and respecting the individual.
As I look back on the history of the company, I am proud to see how much we have
accomplished. From our humble beginnings, we have grown into a mature, multifaceted
company. Weve established ourselves as a diverse organization, capable of delivering highquality information technology products, services and solutions anywhere in the world.
CGS appreciates that you, our employees, contribute to the growth and well being of the
company. The most important value that we can offer our clients is the talent, skill, and
commitment that each of you brings to your job.
For this reason, we select our employees on the basis of their competence and ability to
contribute to the growth of our Company and our clients. Race, religion, genetics, national
origin, genetics, gender, age, physical or mental disability, sexual preference, marital status,
and veteran status are not considerations for any positionyour skill, ability and merit are.
Because our employees are our most important asset, good working conditions, fairness in
promotion, employee communications, equal opportunity, equitable compensation, and
attractive benefits are of particular concern to us.
This handbook has been prepared to provide you with information about our Company, its
policies, and its programs. I hope you will find it informative and helpful. Please review it
carefully; it contains information of importance to you. If you have any questions about the
information covered in this handbook, please contact Human Resources.
Sincerely,
Phil Friedman
Phil Friedman
Chief Executive Officer
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Call Center Handbook 2011
TABLE OF CONTENTS
Letter from the Chief Executive Officer
Introduction to the Handbook
Chapter 1 Our Corporate Philosophy
PAGE
Our Mission Statement

Our Company History
CGS Business Overview
Solutions
Services
Industries
Our Operating Philosophy
Equal Employment Opportunity Policy
Reasonable Accommodation of Persons with Disabilities
Policy Against Harassment
Reporting Your Concerns About Workplace Harassment
Alcohol, Drug, and Controlled Substance Policy
Confidential Business Information/Non-Disclosure
Ethics
General Rules of Employee Conduct
Workplace Violence
Litigation Matters
Media Relations
Open Door Policy
Use of the Internet and Electronic Communication
Social Media
Employment At-Will
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Chapter 2 - Your Job and Responsibilities

Employment
Employment of Relatives
Your Supervisor
Your Employee Classification
Hours of Work
Attendance and Punctuality
Time Accounting
Your Human Resources Records
Technical Resume Update
Your Privacy
Ideas and Suggestions
Employee Covenant and Confidential Information Agreement
Patents and Copyrights
Publication of Technical Articles and Papers
Use of Copyrighted Material
Appearance
Client Contact
Outside Work
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Salaries
Pay Periods
Direct Deposit Program
ADP iPay Statements
Paycheck Distributions
Payroll Deductions
Overtime Pay
Promotions and Transfers
Performance Appraisals
Reporting Illness and Injury While on the Job
Safety
Security
Computer Protection
Smoking/Non-Smoking Policy
Contributions and Solicitations
Business and Travel Expenses
Expense Reporting
Driving Policy
Hand Held Devices
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Chapter 3 - Your Privileges and Practices

Paid Time Off
Accruing Paid Time Off
Scheduling Your Paid Time Off Days
If you Are Assigned to A Client Site
Paid Time Off Carryover
Payment in Lieu of Paid Time Off Days
Paid Time Off Record Keeping
If Your Employment Ends
Election Day
Jury Duty, Appearance as a Witness
Weather and Emergencies
Military Leave
Family Leave
Bereavement Policy
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Chapter 4 - Your Facilities and Services

Conference and Training Rooms
Mail Room
Telephone and Fax
Bulletin Boards
Visitors
Recreational Activities
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Chapter 5 - Your Benefit Plans

Introduction
Your Group Term Life Insurance
Your Group Medical Insurance
Your Prescription Drug Plan
Your Group Dental Insurance
Medical Records Privacy Information
Your Section 125 Tax Exempt Spending Plan
Your 401(k) Retirement Savings Plan
CGS Rights Regarding These Plans
Salary Continuation Plan
Your Statutory Benefits
Workers Compensation
Unemployment Insurance
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Chapter 6 - If You Leave the Company

Resignation
Termination
Exit Interview
Final Pay
Return of Company Property
Benefit Termination
Reference Inquiries
Receipt of Employee Handbook
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INTRODUCTION TO THE HANDBOOK

This Handbook is provided as a guide that you may use to familiarize yourself with Computer
Generated Solutions, Inc. (CGS or Company). The Handbook is not, nor should it be
considered to be, an agreement or contract of employment, express or implied, or a promise of
treatment in any particular manner in any given situation. This Handbook states only general
Company policies. The Company may, at any time, in its sole discretion, modify or vary from
anything stated in this Handbook, except for the rights of the parties to terminate employment at
will, which may only be modified by an express written agreement signed by both parties.
This Handbook supersedes and replaces all previous handbooks. This Handbook is the
property of the Company and is intended for personal use and reference by Company
employees, and should not be shared with third parties outside of the Company.
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Chapter 1 Our Corporate Philosophy

Our Mission Statement
To provide our clients with high quality, cost-effective technology and business solutions, to
enable them to improve their strategic position in the market place, increase their financial
performance, and create a long term partnership based upon trust, value and mutual respect.
Our Company History
CGS is a leading global provider of end-to-end, technology-enabled business solutions,
including Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Project
Lifecycle Management (PLM), Warehouse Management Systems (WMS), Client Relationship
Management (CRM), portal, e-commerce, application development, project services, e-learning,
training, staffing technical support, and global sourcing solutions.
Founded in New York City in 1984 by Phil Friedman, CGS currently operates in North America,
Europe, and Asia with 18 global locations and over 3,500 employees worldwide, and growing.
CGS enables mid-market enterprises, Fortune 1000 companies, and government agencies to
drive business transformation and improve operating performance by adapting and
implementing advanced technologies.
Through organic growth and strategic acquisitions, CGS, together with its affiliates and
subsidiaries, now serves 3,500+ clients in over 42 countries. We deliver an integrated portfolio
of solutions and services reflecting a broad range of technology and business practices, offering
a single point of accountability, which reduces our clients total cost of ownership and maximizes
their return on IT investments. The result is end-to-end delivery and support of a comprehensive
set of solutions and services that enables our clients to focus on driving competitive advantage
in their core business.
CGS is a company that remains true to its entrepreneurial beginnings through its values and
objectives, and that is poised for continued growth with a commitment of excellence - to you, our
employees, and to our clients. Headquartered in New York City, NY, CGS, together with its
affiliates and subsidiaries, has offices in Edison, NJ; Los Angeles, CA; Atlanta, GA; and Tampa,
FL. In addition, CGS also has operations in Canada, England, India and Romania.
CGS has been recognized by Inc. Magazine, Deloitte & Touche, and Crains, among others, as
one of the fastest growing privately held technology companies in the United States, having
been named to the Inc. 500, VAR Business 500, NY Technology Fast 50, and Crains New York
Business Largest Software Company lists. CGS has also been the recipient of many awards
recognizing our success and contributions to our community including the IBM Partners in
Community Service Award, and Apparel Software Scorecard Honoree and Accounting
Technology Pacesetter distinctions. Additionally, CEO Phil Friedman is a past recipient of the
Entrepreneur of the Year Award sponsored by Ernest & Young, Merrill Lynch and Inc.
Magazine.
Much of the success CGS has garnered over the years is based on our alliances with leading
organizations. Working with technology companies at the forefront of the industry allows us to
deliver the cutting-edge products and services our clients need in order to grow their business.
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CGS is an IBM Premier Partner and home to an IBM Business Partner Innovation Center; a
Microsoft Gold Certified Partner; Citrix Silver Partner, Cisco Systems Premier Partner; and an
Intel Channel Partner Premier. We have also developed strategic partnerships with Dell,
Hewlett-Packard, Research in Motion (RIM), BEA Systems, Symbol/Motorola, Oracle, Sun
Microsystems, VMware, Radvision, EMC, Neverfail, and Avnet.
CGS Business Overview
As a leading provider of information technology services and solutions to businesses and
governments worldwide, CGS has grown to become one of the largest privately held technology
companies in the country, servicing hundreds of major corporate clients worldwide.
CGS professionals utilize state-of-the-art, high performance tools, technologies and
sophisticated management techniques in the course of our business operations on behalf of
clients. CGS has made substantial investments in proprietary technology and is committed to
consistent and ongoing development to improve our products and methodologies. In all cases,
our mission is to deliver high-quality technology solutions that enable companies to effectively
meet their business goals.
Solutions
CGS offers a comprehensive array of strategic business software solutions designed to meet
the most challenging and complex requirements of todays global economy. Our technology
solutions help our clients achieve immediate, significant returns and enable successful and
sustained growth.
BlueCherry - Developed and sold exclusively by CGS, BlueCherry is one of the most
advanced ERP and Supply Chain Management (SCM) solution available to meet the
needs of the apparel, footwear, and accessories markets, providing dynamic supply
chain and inventory insight from design to delivery.
Business Intelligence - CGS facilitates integration, training, and support to help clients
plan and implement sophisticated customizable BI solutions to meet their reporting,
analysis, and budgeting needs.
CRM - CGS helps businesses create profitable client relationships by providing CRM
solutions to manage client relationships through lead and opportunity management,
incident management, a searchable knowledgebase, and reporting tools.
E-commerce - With expertise in web services, applications development, systems

integration, and technical help desk, CGS provides e-commerce solutions that align with
clients overall strategic goals ranging from simple storefront or high volume B2B, to B2C
e-commerce sites for global businesses.
Unlimited Mailbox - Developed and sold exclusively by CGS, Unlimited Mailbox

provides a universal archival database for quick search and retrieval of e-mail messages
and is compatible with an array of leading e-mail applications.
Enterprise Portal - As a Microsoft Certified Gold Partner and an IBM Premier Business
Partner, CGS builds from two of the most dynamic solutions available to analyze, plan,
implement, deploy, and support sophisticated portal solutions.
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Microsoft Dynamics - CGS specializes in delivering Microsoft Dynamics, one of the

most cost-effective ERP and Supply Chain Management solutions available. As a
leading Microsoft Dynamics Value Added Reseller (VAR), CGS provides customization,
development, implementation, support and training for Dynamics AX, Dynamics GP and
Dynamics SL solutions.
Learning Management - CGS provides a fully customizable Learning Management

System (LMS) to facilitate company-wide education needs with formal and informal, and
technology- and people-based methods to manage, schedule, and administer courses,
assessments, participants, and instructors. CGS has also developed Virtual Summit, a
hosted service that incorporates live event/conference features.
Professional Service Automation - As a Microsoft Gold Certified Partner and Industry

Builder Partner, CGS develops custom solutions on the Microsoft Dynamics AX
application platform. Our complete end-to-end solution for the professional service
industry elevates operational performance by integrating the financial, human, and
intellectual capital aspects of project-based organizations.
Services
CGS has been delivering comprehensive technology services since the companys inception.
Understanding that each engagement is unique, we offer professional services and IT solutions
across a wide range of software applications and implementation delivery. CGS's high-end
consulting services include software development, enterprise application integration, as well as
legacy system maintenance and enhancements.
Application Development - CGS experts, certified in the most highly demanded skills
and technologies, are dedicated to building mission critical applications that exceed our
clients expectations.
Business Process Outsourcing (BPO) CGS offers a comprehensive suite of

services supported by best practices in technology, human resources, and familiar
management to streamline client operations.
Call Center/Help Desk As a leading provider of high-quality and cost-effective support

solutions to companies worldwide, CGS reengineers, supplements, or completely
manages customer support services for our clients including on and off site help desks,
call centers, remote technical and call management support and BPO offerings.
Channel Development With comprehensive channel development and partner

enablement services, CGS maximizes the potential of client direct and indirect sales
channels through recruiting, education, development, support and portal services.
Enterprise Mobility - CGS mobility services combine domain expertise and a strong
understanding of mobile technology to design and formulate mobility strategies.
Infrastructure & Networking CGS provides infrastructure services to optimize IT

efficiency and simplify management including network integration, network security,
communication services, disaster recovery and remote network management.
Learning - CGS provides blended learning solutions for e-learning and Instructor-led
Training (ILT), offering expertise in a broad scope of learning methods and modalities in
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catalog and custom development practices. CGS best practice methodologies include
problem discovery, instructional design, implementation, deployment, and evaluation.
Managed Services - CGS offers a range of managed services including project staffing,
expertise work and vendor management with consultants focused on highly-demanded
skills and technologies, including JAVA, HTML, IBM WebSphere, Microsoft .NET, SUN
Solaris, and CISCO and Microsoft networking.
Messaging & Collaboration - As experts in Microsoft Exchange and Lotus Notes, CGS
designs and implements appropriate messaging strategies to improve clients business
communication and efficiency.
Migration & Conversion - CGS provides migration services including the latest from
Microsoft, IBM, and Java technologies to build new application platforms or messaging
infrastructures, or update versions of existing systems.
Staffing - With onshore, nearshore, and offshore resources, CGS leverages our
extensive database, nationwide recruiting organization, and international network of
business partners to provide consultants and instructors experienced in virtually any
technology platform.
Systems Integration - CGS analyzes current enterprise systems and architecture and
provides a full strategic assessment to ensure alignment between client processes and
overall business goals. CGS systems integration services span from repurposing
current systems to implementing new technology.
Virtual Events 365SM - (www.virtualevents365.com) is the global leader in virtual event

solutions for corporate events, demand generation marketing events & launches,
corporate e-learning, virtual job fairs, virtual conferences and virtual tradeshows. This
innovative VirtualEvents365SM platform builds on the CGS twenty-five year track record
of enabling global enterprises, regional companies and government agencies to drive
breakthrough performance through technology.
Industries
With deep expertise across many platforms and technologies, CGS specializes in service and
solution delivery to a range of industries. Our enterprise technology solutions stem from a long
history of helping a diverse list of organizations across the globe, and a deep understanding of
industry specific and regulatory requirements.
Advertising & Marketing

Apparel & Footwear
Architecture & Engineering
Distribution & Wholesale
Financial Services
Government
Health Care & Life Science
Legal
Technology
Telecom
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We encourage you to visit the CGS website at www.cgsinc.com for more detailed information
on our solutions and services.
CGS is committed to the growth and success of its clients and employees. This philosophy is
embodied in our motto, A Company That Cares. TM
Our Operating Philosophy
CGS believes that the interests and concerns of our clients, our employees, and the general
public must be balanced. In support of this fundamental belief, the following statement of our
corporate philosophy has been developed.
For our clients, CGS will:
provide superior products and services;
conduct business in a manner that promotes respect for and acceptance of the
information services profession and our industry;
promote acceptance of CGS and confidence in its products and services through
truthful, informative, and ethical marketing practices and quality service;
compete vigorously and fairly.
For our employees, CGS will:
exercise care in hiring and job assignments, matching each individuals interest,
knowledge, and capabilities with job requirements;
inform employees of what is expected of them and what they can expect from the
Company;
recognize employees efforts through periodic reviews in which the Company will
consider appropriate opportunities for further development;
encourage employee participation, because employees ideas and suggestions can

benefit the Company and its clients;
maintain pay scales that are competitive, keeping pay ranges and salary payments
current for all positions on an equitable basis while giving special recognition to superior
achievement;
provide our employees with the best possible equipment, maintain our facilities in good
condition, and in general, strive to make the Company a pleasant workplace;
provide employees with the on-the-job training that they need to perform their jobs in a
superior manner;
promote from within whenever possible;
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adapt to changing conditions in order to respond to both our employees and clients
needs;
develop career paths that promote personnel within the Company.
For the general public, CGS will:
conduct business as an active, informed, and responsible corporate citizen of the

communities in which we operate;
recognize the social problems that affect our society and participate in efforts to solve
them;
encourage employees to take an active part in local and national activities.
Our Equal Employment Opportunity Policy

CGS is an equal opportunity employer and we enthusiastically accept our responsibility to make
employment decisions without regard to race, creed, color, genetics, age, sex, sexual
orientation, national origin, religion, marital status, genetic information, medical condition,
physical or mental disability, military service, pregnancy, childbirth and related medical
conditions, citizenship status, or any other classification protected by federal, state, and local
laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy
with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment
advertising, pay, and other forms of compensation, training, and general treatment during
employment.
Any form of discrimination against employees will not be tolerated and will result in appropriate
disciplinary action, up to and including termination from the Company. If an employee believes
someone has violated this policy, the employee should bring the matter to the attention of the
Vice President, Human Resources, or anyone else in management with whom the employee is
comfortable. We will promptly investigate the facts and circumstances of any claim that this
policy has been violated and take appropriate corrective measures.
The Company prohibits discipline or retaliation against any individual who reports in good faith
incidents that they believe are acts of unlawful discrimination, harassment, or who pursue any
such claim, or who cooperates in any way in the investigation of such allegations.
Reasonable Accommodation Of Persons With Disabilities
CGS will offer reasonable accommodation to disabled job applicants and employees who are
able to perform the essential functions of the position with or without reasonable
accommodation. The Company will provide reasonable accommodation to otherwise qualified
job applicants and employees, unless doing so would be unreasonable or impose an undue
hardship on the Company.
An applicant or employee who believes he or she needs a reasonable accommodation to
perform the essential duties of a position should contact the Vice President, Human Resources.
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Policy Against Harassment

We encourage a work environment that treats all people with dignity and respect, regardless of
race, national origin, genetics, gender, or other protected status. We will not tolerate
discrimination or harassment of our job applicants or employees by another employee,
manager, or any third party (such as a vendor or business guest).
Harassment on the basis of race, creed, color, age, genetics, sex, sexual orientation, national
origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth
and related medical conditions, citizenship status, or any other classification protected by law is
a violation of this policy and will be treated as a disciplinary matter. While it is not easy to define
precisely what harassment is, it includes slurs, jokes, and other uninvited verbal, graphic, or
physical conduct by one individual toward another. Harassment of any kind will not be tolerated
and may be grounds for immediate termination.
One form of prohibited harassment is sexual harassment. Sexual harassment includes many
forms of offensive and unwelcome behavior and may include:
Physical contact such as touching, assault, impeding or blocking movements
Making sexual advances or propositions to a co-worker
Offering employment benefits in exchange for sexual favors
Making or threatening a co-worker because he or she refuses a sexual advance
Leering, making sexual gestures, displaying sexually suggestive objects or pictures,

cartoons, or posters
Derogatory comments, epithets, slurs, and jokes
Verbal abuse of a sexual nature, graphic verbal commentaries about an individuals

body, sexually degrading words used to describe an individual, suggestive or obscene
letters, notes, or invitations.
Examples of sexual harassment include verbal or physical contact of a sexual nature that: (1)
has the purpose or effect of creating an intimidating, hostile or offensive working environment;
or (2) has the purpose or effect of unreasonably interfering with an individuals work
performance, or (3) otherwise adversely affects an individuals employment opportunities.
Because it is sometimes difficult to know when conduct or comments might be unwelcome,
employees should avoid all such conduct and behave at all times in a professional and
respectful manner.
Reporting Your Concerns About Workplace Harassment
The following steps have been put into place to ensure that our work environment continues to
be respectful and free of unwelcome harassment. If any employee believes someone has
violated this policy (whether or not that person is a co-worker or a superior), the employee
should bring the matter to the immediate attention of his/her supervisor or, where this is
inappropriate or not practical, the Vice President, Human Resources, or any other member of
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management. The Company will promptly investigate the facts and circumstances of any claim
of harassment. To the extent possible, we will endeavor to keep the employees concerns
confidential. Our policy prohibits any form of discipline or retaliation for reporting in good faith
incidents of unlawful harassment, pursuing any such claim, or cooperating in any way in the
investigation of such reports.
We will take corrective steps against any person who has engaged in harassment in violation of
this policy, if management determines that such measures are appropriate. These measures
may include, but are not limited to, counseling, suspension, or immediate dismissal.
We cannot remedy claimed harassment unless you bring these claims to the attention of
management. Failure to report claims of harassment prevents us from taking steps to remedy
the problem.
Alcohol, Drug, and Controlled Substance Policy
CGS is committed to maintaining a drug-free workplace. To this end, the Company reaffirms its
policy that the following are strictly prohibited:
reporting to work under the influence of intoxicants, drugs, or controlled substances
using, transferring, or trafficking in illegal drugs or controlled substances in any amount

in any manner:
i.
on Company premises or in Company vehicles at any time, whether or not performing

Company business: or
ii. while performing Company business anywhere, including a clients location, while off
Company premises:
using, in any way, Company or client property or the employees position within the
Company to make or traffic in intoxicants, illegal drugs, or controlled substances
trafficking in, possession of, or any other use of intoxicants, illegal drugs, or controlled
substances in a manner that is detrimental to the interest of the company
In addition to meeting the governments requirements to maintain a drug-free workplace,

employees agree, as a condition of continued employment, to abide by this policy and to notify
the Company of any drug related conviction no later than five days after such conviction.
Any employee who has problems with job performance where drug use is a suspected cause
will be requested to take a drug test. When CGS has reasonable grounds to believe that an
employee has violated any aspect of this policy, the employee may be subject to immediate
discharge or other disciplinary action.
If you are required to take a drug test you should notify the company doing the test of any
prescription medication prescribed by your physician that you are currently taking. Please be
prepared to show a copy of your doctors prescription (or a doctors note) for the medication you
are taking.
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Confidential Business Information/Non-Disclosure

As part of your responsibilities at the Company, you may learn of or be entrusted with sensitive
information of a confidential nature. During your employment, any confidential information,
including but not limited to production figures or projections; client lists, program materials or
concepts; computer processes, programs and codes; intellectual property, marketing methods,
programs or related data; tax records; the private or personal information of other employees
(except with their express consent); clients, or accounting procedures, shall be considered
confidential information, and may only be used in performing work for the Company and must
not be divulged to any firm, individual or institution unless you have been given express
permission to do so by the Company.
All employees are required to sign a non-disclosure agreement as a condition of employment.
Employees who improperly use or disclose trade secrets or confidential business information
will be subject to disciplinary action, up to and including termination of employment and legal
action, even if they do not actually benefit from the disclosed information.
If you leave employment with the Company for any reason, the law requires that you continue to
treat as private and privileged any such sensitive information. You must not use, divulge, or
communicate to any person or entity any such sensitive information without the express written
approval of the President and CEO of the Company, or his designee. The Company reserves
the right to pursue legal remedies for unauthorized use or disclosures of sensitive, confidential
information.
Ethics
The integrity and honesty of our employees is most important. As a professional in a service
company, you work in a highly respected business and deal with information of a sensitive
nature. You must behave in an ethical manner at all times.
General Rules of Employee Conduct
CGS has established Rules of Employee Conduct to promote the safety and welfare of all
employees and to protect the interests of both you and the Company. You should be aware that
certain actions might result in your immediate discharge. These actions include, but are not
limited to:
deliberate or reckless damage to Company or client property or the property of other

individuals
theft or dishonesty
falsification of time sheets including the logging in others, medical claims, , , call
avoidance, or other Company records .
Allowing access of non-employees to CGS protected areas
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bringing any firearm, dangerous weapon, or explosive material into any CGS office or
client location, including but not limited to any related facility, such as parking lots,
storage areas, etc.
possessing, using, or being under the influence of intoxicants or drugs, unless

prescribed by a physician
gambling, fighting, assault, or disorderly conduct, including the use of abusive or

obscene language or gestures on Company property
verbal or physical harassment of any employee based on race, color, sex, genetics,
sexual orientation, political beliefs or activities, religion, national origin, age, disability,
national origin, creed, citizenship, or for any other reason
insubordination, such as interference with or failure to carry out any reasonable order
from a supervisor
The downloading or uploading of materials from the Internet, and/or its (re) transmission
by electronic communications, of a sexually explicit, prejudicial or discriminatory nature
sleeping on the job or other misuse of company time
excessive or unjustified absences or tardiness
the use, by employees, of any electronic devises to record business discussions without
the express permission of all parties involved; and
any other conduct that, in the discretion of the Company is deemed adverse to its, or its
clients interests.
Workplace Violence
CGS does not tolerate any type of workplace violence committed by or against an employee, or
other personnel. Any potentially dangerous situation must be immediately reported to a
Supervisor, Site Manager, or to Human Resources. Reports or incidents warranting
confidentiality will be handled appropriately. No employee will be retaliated against whom, in
good faith, reports a violation of this policy. Employees who have been found to violate this
policy will be subject to disciplinary action, up to and including termination of employment.
Litigation Matters
If you, as a CGS employee, are approached by a lawyer or a potential litigant to discuss matters
concerning transactions of the business at any CGS location, either formally or informally
pursuant to judicial subpoena, you should immediately:
refer the litigant or his or her attorney to the Office of the President or General Counsel
of CGS;
notify the Office of the President or General Counsel of the contact and the nature of the
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potential litigation;
make sure that the Office of the President or General Counsel is kept informed of any
developments relating to the pending litigation.
At no time, should any employee speak on the Companys behalf without the express consent
of the President or General Counsel of CGS.
Media Relations
CGS global marketing team is responsible for all of the Companys and its subsidiaries' public
relations and analyst relations activities. Marketing works directly with CGS business units,
product groups and international locations to ensure that unit and regional goals and objectives
are in line with the Companys overall marketing objectives.
All proposed public relations materials (i.e. proposed news releases, customer success stories,
contributed articles, speaking and award opportunities) must be submitted to CGS Marketing for
prior review and approval.
If you are contacted directly by a member of the press requesting comment or information,
immediately refer them to CGS Marketing.
Open Door Policy
At CGS, any employee should feel free to discuss matters concerning employment or Company
operations with any member of management. You can speak to any manager in-person or can
communicate by letter or e-mail without fear of retaliation. You are encouraged to discuss
recommendations and to voice any concerns.
The Open Door Policy means that every executive at CGS has an open door to any employee
who has questions, concerns, complaints, or problems. CGS recognizes that situations may
arise in which Company policies and procedures may seem inappropriate. Through the Open
Door Policy, the Company hopes to encourage employees to address company issues with
which they may disagree.
Normally, an employee should first speak to his or her immediate manager. However, there may
be situations in which this is not appropriate. In such a case, the employee is encouraged to
speak to the Vice President of Human Resources or any other CGS manager. In addition, you
may use the Open Door Policy to appeal decisions of your immediate supervisor.
The Open Door Policy is a vital part of the CGS employee relations program. It provides an
important method for resolving employee concerns. In addition, by reviewing the issues raised
from a broader prospective, CGS can determine whether a larger problem exists, thus using the
Open Door Policy as a continuing means for Company improvement.
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Use of the Internet and Electronic Communications

If your job requires the use of the Internet and/or electronic communications, CGS and/or our
clients will provide you with access to these services.
To foster an efficient and professional business environment, and to prevent possible
inappropriate use and/or misuse of CGS or client property, it should be understood:
The Company and/or our clients reserve the right to monitor your Internet and electronic
communications use at any time and without notice in order to ensure they are being
used properly for Company business.
The Company reserves the right to revoke Internet and electronic communications
privileges at any time with or without prior notice.
Internet systems and electronic communications are company and/ or client property
and should be used for business purposes only. Under no circumstances are they to be
used to communicate any derogatory, offensive or inappropriate messages.
Use of private passwords or codes or making electronic communications confidential or

private will not limit CGS ability to monitor its system, and the deletion of a message or
file may not fully eliminate the message from the system.
All confidential, copyrighted or proprietary information stored or communicated

electronically must be treated with the same degree of care as if it was in written form.
The downloading or uploading of materials from the Internet, and/or its (re) transmission
by electronic communications, of a sexually explicit, prejudicial or discriminatory nature
is strictly prohibited.
The downloading of games or movies.
Use of electronic communications and the Internet system for any solicitations, whether
political, charitable, personal, and religious or for any other purpose is strictly prohibited.
When Computer Generated Solutions, Inc. has reasonable grounds to believe that an employee
has violated any aspect of this policy; the employee may be subject to immediate discharge or
other disciplinary actions. If you receive inappropriate materials via email or the internet you
must immediately report the occurrence to the Vice President of Human Resources.
Social Media
Computer Generated Solutions (CGS or the Company) recognizes that the Internet provides
unique opportunities to participate in interactive discussions and share information on particular
topics using a wide variety of social media, such as Facebook, Twitter, blogs and wikis.
However, employees' use of social media can pose risks to the Companys confidential and
proprietary information, reputation and brands, and can jeopardize the company's compliance
with business rules and laws.
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To minimize these business and legal risks, as well as to avoid loss of productivity and
distraction from employees' job performance and to ensure that the company's IT resources and
communications systems are used only for appropriate business purposes, the Company
prohibits the viewing of this media during working time.
The Company reserves the right to take disciplinary action, up to and including termination of
employment if an individuals use of social media includes any material that is obscene,
defamatory, profane, libelous, threatening, harassing, abusive, hateful or embarrassing to
another person or entity.
The CGS logo is never to be used within a Blog, a social networking site, or otherwise without
express permission from the President
Employment At-Will
All employment with CGS is at will. This means you are free to leave your employment at
the Company at any time, without cause or reason, and without notice. Likewise, the Company
has the right to end your employment at any time, without cause or reason, and without notice.
The Company also has the right to manage its work force and direct its employees as it sees fit
to manage its business. This includes the right to hire, transfer, promote, demote, reclassify, lay
off, terminate, or change any term or condition of employment at any time, without cause or
reason and without notice.
Although the Companys employment policies may change from time to time, no one other than
the President and Chief Executive Officer (CEO), may enter into any agreement for
employment for a specific period of time or make any agreement contrary to the at-will
employment policy described above. Any such agreement must be in writing and signed by the
President and CEO, or his designee.
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Chapter 2 - Your Job and Responsibilities

Employment
You have been carefully selected for the position you hold, and CGS believes you have the
qualifications to perform the job well. Our interest in you is a continuing one. As new
opportunities arise, the Company will make every effort to review your qualifications in an effort
to provide you with the opportunity to develop your skills. Developing new skills will increase
your value to CGS, provide opportunities for advancement, and will make appropriate use of
your capabilities. Remember, the best way to prepare yourself for promotion is by first
demonstrating capabilities within your current job responsibilities.
Employee Referrals
CGS encourages employees to recommend candidates for positions at the Company.
Experience shows such referrals are an excellent source of new employees. Please see your
HR Representative to learn more about our referral bonus program.
Employment of Relatives
Family relationship is no bar to employment at CGS. However, to avoid the possibility or
perception of nepotism, a supervisor-subordinate relationship among related employees is
discouraged. Approval of the President must be obtained before the supervisor-subordinate
relationship is established.
Your Supervisor
Your supervisor is one of the first people with whom you will come in contact when you start
working for CGS. He or she will give you whatever instructions you need. Your supervisor will
also see that you meet your fellow employees and clients in an effort to help get you off to a
good start on your new assignment. If you have any questions about your assignment or about
any other aspect of your work, do not hesitate to discuss them with your manager.
Your Employee Classification
Upon hire, you are classified according to the following categories: full-time, part-time or
temporary.
Full-time employees are those hired to work the normal scheduled workweek or at least 30
hours per week. They are eligible for all benefits offered by the Company for like positions at
their respective worksites.
Part-time employees are those hired to work less than 30 hours per week. They are not
normally eligible to participate in Company benefit plans.
Temporary Employees are those hired with a planned limit to their length of service with the
Company. They are not eligible to participate in Company benefit plans.
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Hours of Work
At CGS, the workweek is 40 hours. In the call center, your manager will explain what shift(s)
these hours are to be worked.
Attendance and Punctuality
CGS depends on each employee. If you are late or absent, the Company and its clients are
affected.
Occasionally, due to an emergency, you may find it necessary to be absent from your job. In
such cases, you should notify your manager in advance, if possible, so that arrangements can
be made to have your work taken care of on the date that you are absent. If your absence is
due to illness or some other unexpected event, please notify your manager as soon as possible.
Do not stay away from your job unless it is absolutely necessary; otherwise, your absence
burdens the Company, the client, your manager, and your fellow employees who have to do
your share of the work.
While most employees make an effort to be at work on time, it isnt fair for a few to repeatedly
come in late. When you are late, please report the reason to your manager. Also, call in
advance if you expect to be delayed.
If you repeatedly fail to notify your manager of your absence, or if you fail to obtain permission
for an absence from work, you may be subject to disciplinary action, up to and including
termination.
Remember punctuality and your record of attendance has a bearing on your performance
appraisal and your progress in the Company.
Please make sure that you familiarize yourself with the Companys Attendance and Tardiness
policy for the Call Center.
Time Accounting
Every CGS employee must account for his or her time weekly by completing a Weekly
Electronic Time Sheet. Your time sheet is due in Payroll each Monday. If you are on vacation
for an entire week, you must submit the time sheet before you leave.
Time accounting information is entered into the CGS accounting system, which is used by the
Company to manage the operations, administration, and information of the business.
Once a paycheck has been processed you may not claim PTO time for a previous weeks time.
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Your Human Resources Records

The Company maintains Human Resources records for each employee from the time that he or
she begins working for the Company. These records are important because they:
are the basis for salary payments made by Payroll;

contain your employment history and important personal data;
guide management in decisions concerning promotions, transfers, and new
assignments;
are records of your salary changes and other personnel action.
It is to your advantage to see that your Human Resources records are kept up to date.
Whenever you change your address, marital status, number of dependents, or other pertinent
information, please notify Human Resources by properly completing a Personal Action form.
Technical Resume Update
It is extremely important that CGS files contain up-to-date resumes of all technical staff
members. Please submit an updated resume to your CGS manager prior to completion of each
project. If you require assistance, a Technical Resources Manager can help you prepare your
resume.
Your Privacy
The Company respects the rights and dignity of each employee. The following principles have
been adopted to protect the privacy of each CGS employee. The Company:
requests, uses, and retains only the personal information about employees that is
required for business or legal reasons;
protects and preserves the confidentiality of all personal information in Company records
and files;
provides employees with adequate access to their personal information in Company

files, and provides the right of each employee to correct inaccurate information or
express disagreement with information that the Company maintains;
does not release information to outside sources without your written approval (except
simple employment verifications and in response to legal requirements);
requires each employee to follow Company standards on the confidentiality of personal

information about clients and other employees. Employees should refer all requests for
such information to the Human Resources Department;
However, in order to protect the Company under law and regulation, the Company reserves the
right to search Company property, including but not limited to computers, in any employees
possession.
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Ideas and Suggestions

The progress of any organization depends to a large degree upon the ideas and suggestions of
its employees. CGS welcomes your ideas. We consider them to be a valuable contribution.
Please tell us of any constructive ideas about:
new services
improving methods and procedures
reducing costs
other subjects
Employee Covenant and Confidential Information Agreement

All CGS employees are required to sign an Employee Covenant and confidential information
agreement. The purpose of this agreement is to protect CGS from employees exploiting, for
personal gain, a business relationship that has been established as a result of their association
with CGS.
Subject to state laws and regulations, the covenant provides that for a period of twelve (12)
months after the end of your association with CGS, you cannot seek employment or perform
work for a client that you directly rendered services to, or learned of, as a result of your work
association with CGS. Only in these situations are you prohibited from pursuing direct work
relationships. The definition of a client is specified in the Covenant Agreement.
Patents and Copyrights
When you join the Company, you are required to sign a covenant agreement that gives the
Company all rights to any inventions, ideas, or writings that you originate during your
employment with CGS, whether conceived:
by you alone or jointly with others;
during or after your regular working hours; and
directly or indirectly for the benefit of CGS business.
This agreement does not apply to any inventions or copyrights that you develop prior to
employment with CGS, if they are disclosed at the time that the agreement is signed. You are
asked to promptly and fully to disclose to the Company any idea you believe is subject to patent
or copyright. The President determines whether an invention is of sufficient interest to warrant
further action by the Company. The President also determines whether or not the Company will
release rights to you. Much of CGS work is done for hire; therefore, such work is the property
of the client not CGS or its employees.
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Publication of Technical Articles and Papers

As a CGS employee you are encouraged to write and present technical papers to national
societies or associations and to write articles for publication in trade or business magazines.
Acceptance of a technical paper or articles by national societies or associations results in
benefits to both you and the Company. You gain professional recognition, and at the same time
the Company receives favorable publicity.
These papers and articles should be submitted for review, to your Vice President who will
forward it to the Legal Department for approval. Written legal approval must be secured prior to
the presentation or publication of any article or paper.
Use of Copyrighted Material
As an author of a CGS document or report, you must obtain written permission from the
publisher before including any material covered by a copyright. In addition, material not covered
by a copyright may nonetheless be subject to restraints imposed by a military, security or other
classification. Whenever there is doubt, contact the Vice President, Human Resources who will
research the issue for you.
.Appearance
Always remember that you represent CGS. You have a personal responsibility to present a
businesslike, professional appearance. Good grooming, personal hygiene, and appropriate
dress are essential at all times.
Outside Work
As a CGS employee, you may not accept remuneration from anyone other than CGS for work
activities representing a conflict of interest to those services performed by CGS (whether or not
work is directly competitive with that performed by CGS), unless you first obtain the written
permission of your CGS manager.
Salaries
To attract and retain a competent staff, CGS maintains a competitive range of salaries for each
position. Typically, once each year, Human Resources makes a comprehensive survey of pay
rates to ensure the competitiveness of our salary structure.
Pay Periods
At CGS, you are paid biweekly. Our payroll period start on Saturday and ends on Friday.
Direct Deposit Program
CGS encourages Direct Deposit. The direct deposit program permits you to have your entire
net pay automatically, credited to your checking or savings account. To enroll in this program,
you must:
verify that your bank can handle direct deposits;
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obtain your banks Transit/ABA number;
send a copy of a voided check to the Payroll Department attached to a Direct Deposit
form.
For direct deposit into a savings account a letter from the bank with the Transit/ABA number
and Account Number must be submitted. The letter has to be accompanied by the Direct
Deposit form.
The Direct Deposit program takes two to three pay periods to initiate. After Direct Deposit has
begun, you will no longer receive statements. Statements detailing your salary and deductions
for the current pay period and year-to-date information will only be available via iPay (see
information below.) The instructions to register on iPay are included in your new hire packet. If
for any reason you do not have the instructions, please contact Human Resources. Information
necessary to register on iPay is on your first check statement. Please be sure to register on
iPay before your direct deposit begins. The iPay website is https://ipay.adp.com/index.jsf.
Depending on your banks procedures, you may also receive a record of the deposit directly
from your bank.
If you want to make any changes to your Direct Deposit, you must complete a new Direct
Deposit form and send it to Payroll.
ADP iPayStatements
Through ADP, our payroll provider, we are able to offer you electronic access to your earnings
statements and W-2 forms 24 hours per day, 7 days a week. In addition, you can make
changes to your W-4. Simply type in your changes, print the form, sign it and forward the
completed form to Payroll for processing. Upon registration, you may elect to have an
automatic email notification sent to you when your current earnings statement is available.
Included in the email is a direct link to the iPayStatements.
Payroll Deductions
On each payday, deductions are made for federal, state, and local income taxes to which you
may be subject. The amounts withheld are governed by the exemptions indicated on the most
recent W-4 form and state withholding form (where applicable) that you have submitted to the
Company. It is your responsibility to keep your exemptions up to date. You may file a new W-4
form at any time.
The Social Security Act requires the Company to deduct a percentage of your salary from each
paycheck, up to a specified annual maximum, as your contribution toward Social Security. The
Company is also required to contribute toward your Social Security. If you participate in any
benefits programs that require employee contributions (such as Medical, 401(k), etc. for which
you have authorized), these contributions are also deducted from your paycheck. W-2s will only
be accessible on the iPay website. By January 31 of each year, CGS will notify you when your
W-2 statement will be available to download. If you have elected automatic notification on iPay
you will also be notified via email. The W-2 statement shows your total taxable earnings for the
previous year, as well as the amounts that have been withheld for federal, state, local, and
Social Security taxes.
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Overtime Pay
The Company attempts to limit the amount of overtime work. However, situations may arise
when your departments workload may require you to work overtime. All overtime must be
properly recorded on your time sheet, and have prior approval. Working overtime without prior
approval may lead to disciplinary action against you, up to and including termination.
Employees will be paid overtime in accordance with local, state and federal law.
Promotions and Transfers
It is the Companys policy to promote from within whenever possible. Many of our supervisors
and departmental managers have reached their present positions through promotion within the
Company. Of course, your qualifications, performance in your present position, and tenure with
the Company will be considered when there is an opening to be filled.
Performance Appraisals
Your performance is continually reviewed by your immediate supervisor and your departmental
manager. Typically, you will receive a performance evaluation once a year designed to:
provide you with a clear assessment of your job performance;
strengthen your relationship with your supervisor by encouraging a free and frank
exchange of views;
give both you and your supervisor a chance to exchange constructive ideas on your
growth during the year, contribution to the Company, goals and objectives for the coming
year, and career direction.
Reporting Illness and Injury While on the Job

If you become ill or injured while at work, regardless of how minor it may seem report it
immediately to your manager. Reporting illness or injury while on the job is a requirement under
the Federal Occupational Safety and Health Act of 1970 (OSHA).
Safety
Seemingly unimportant activities can often result in serious accidents. For your own safety and
the safety of others, be careful about hurrying through doors and around blind corners, watch
your step when entering and leaving elevators, and remember to close file drawers.
If you become aware of a possible hazard, report it immediately to your supervisor or manager.
A little thoughtfulness and care on your part can prevent an unpleasant accident.
Page 26
Security
CGS is committed to providing a secure environment for its employees. To this end, the
Company has set up the following guidelines:
All visitors are required to sign in and sign out.
All visitors are to be escorted from the reception desk to the location that they are
visiting. All visitors at the office for training are to be given a visitors pass to use on CGS
property.
Sensitive and confidential business documents are to be cleaned off of the tops of desks
and tables in the evening and placed in locked desk drawers or file cabinets before you
go home.
Send all confidential or business sensitive information in a sealed envelope marked

confidential.
Do not leave personal items unattended.
Lock doors when you leave after work.
If you are authorized to work late or on weekends, lock the doors while you are in the
building.
CGS reserves the right to search any property or person on Company property,
including employees or visitors.
Report any suspicious events to your manager or Human Resources
Computer Protection
An employee may not intentionally interfere with the normal operation of the Companys or a
clients computer system. This includes the introduction or propagation of any code,
programming instruction or set of instructions that is intentionally constructed with the ability to
damage, interfere with, or otherwise adversely affect computer programming code, data files or
hardware, or the use of personal passwords, without the prior written consent and intent of the
Company or client.
Smoking/Non-Smoking Policy
Smoking is prohibited in all CGS offices. If you want to smoke, you must use the outside area
provided. Use of smokeless tobacco products is also prohibited within our offices.
Contributions and Solicitations
We believe employees should not be disturbed or disrupted in the performance of their job
duties. For this reason, solicitation of any kind by one employee of another employee is
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prohibited while either person is on working time. Solicitation by non-employees on Company

premises is prohibited at all times.
Distribution of advertising material, handbills, or printed or written literature of any kind in
working areas of the Company is prohibited at all times. Distribution of literature by nonemployees on Company premises is prohibited at all times.
Business and Travel Expenses
It is CGS policy to reimburse employees for authorized and reasonable out-of-pocket business
expenses.
You are expected to minimize your travel-related expenses and make the choice that results in
the least expense to the Company, when appropriate.
Air Travel
You are requested to make all business air travel arrangements through the corporate
travel agent. All non-billable travel requires prior approval by either the President or the
CFO before the trip is taken. All billable travel requires the approval by the Regional/
Divisional Vice President before the trip is taken. Arrangements should be made as far in
advance as possible. Tickets should be charged directly to the CGS business travel
credit card.
Lodging
Hotel expenses will be reimbursed if you are required to travel overnight on Company
business. Reservations should be made for a standard room and booked through the
Company travel agent.
Telephone, Laundry, and Valet Service
While traveling on business, you will be reimbursed for local calls, business-related long
distance calls, and a reasonable number of calls to your family. You will be reimbursed for
business calls made from your home telephone. If your manager has determined that you
require a cell phone to perform your job function, CGS will reimburse you the actual costs
incurred up to a maximum of $50 per month, or as required by applicable state law.
If you are required to travel in excess of five consecutive days, you will be reimbursed for
laundry and valet services. You may charge these expenses to your lodging bill, but you
must report them separately on your expense report.
Automobile Rentals
The Company recognizes the need for employees to occasionally rent automobiles for
business reasons. All reservations for rental cars must be made through the Company
travel agent. Cars that are rented for Company use may only be driven by the employee
(s) to whom the rental contract is issued.
Use of Personal Cars
Local Travel - Technical Staff members who are between engagements are responsible
for commuting to and from their CGS office and to client interviews. All non-technical
Page 28
employees are responsible for commuting to and from their CGS office.
Reimbursement - If you use your personal car for Company business, CGS will
reimburse you the present CGS mileage allowance in effect. This reimbursement is to
cover the cost of gas, maintenance, repairs, and insurance while on Company business.
Fees for bridges, highway tolls, ferries, parking, etc. incurred while conducting Company
business are reimbursed at cost. To be reimbursed, you must submit an approved
expense report with original receipts attached. Reimbursements do not apply to
commuting.
In general, CGS technical staff members are responsible for the cost of commuting to their
clients office. If you use your car, CGS will reimburse you the present CGS mileage
allowance for each mile in excess of the 50-mile per day limit. If you exceed the 50-mile
minimum, you also receive reimbursement for parking and tolls. The distance is based on
the shortest reasonable distance between your home and the work location. You must
receive prior approval from your CGS manager before these expenses will be reimbursed.
To receive reimbursement, you must list the expenses on your expense reports.
Business Meal Expenses
CGS will only provide reimbursement for meal and entertainment expenses incurred in
connection with existing or prospective clients. CGS employees are not authorized to
expense meals with co-workers unless authorized or for a business purpose.
Qualified meal and entertainment expenses involving existing or prospective clients should
be limited to what is reasonable and customary in your geographical area (however, the
total expense is not to exceed $100, or as required by applicable state law). Expenditures
anticipated to exceed this limit must be pre-approved by the CEO.
While traveling out-of-town on qualified business matters, CGS will reimburse employees
for meal expenses. However, employees are not authorized to incur meal expenses
exceeding $40 per day, or as required by applicable state law.
Expense Reporting
Travel and entertainment expenses incurred while on Company business must be
reported and submitted to your CGS manager for approval within 45 days of the date the
expense.
Documentation - Only original receipts, invoices, etc. will be accepted as proof of an
expenditure on the expense report. Keep a copy of the document as a backup. The
original receipt must have the date of the transaction, the purpose of the transaction and
the attendees.
Approvals - You may not approve your own expense report. If the expenses incurred are
not billable to a client, the expense report must be approved and signed by your division
manager. If the expenses incurred are billable to the clients account, the expenses must
be approved and signed by your CGS manager.
Reporting Deadline Date - All expense reports must be submitted to Accounting with the
required signature within 45 days from the date the expense was incurred. If you are late,
there may be a delay in processing your expenses reimbursement check.
Page 29
Driving Policy
Employees who drive regularly for the Company will have to have their motor vehicle
records checked periodically to ensure that they maintain a safe driving record.
Hand Held Devices
Employees are not permitted to use mobile phones or any other hand held device while
operating a vehicle, whether rented or personal, while on Company business.
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Chapter 3 - Your Privileges and Practices

Personal Time Off
CGS believes that time off from work is essential to your health and well being. Therefore, the
Company provides personal time off (PTO) to full-time employees. You are strongly
encouraged to use your full allotment of time each year. Part-time employees and employees
who are on non-paid leave of absence do not earn personal time off.
Accruing PTO Time
You accrue ten (10) hours of PTO for each completed calendar month of service which is
equivalent to fifteen (15) days per year. Employees who start on or before the 15th of the month
will have that month apply towards their accrual. However, for this first month only the accrual
will be five (5) hours. No PTO may be taken within your first ninety (90) days of employment
Employees who have been with the Company for 5+ years accrue time at the rate of 13.33
hours per completed month of service.
An employee who is out on leave does not accrue PTO time until they return to work.
You must work your next scheduled work day after your PTO day in order to receive
PTO pay.
You may not borrow PTO time from future days that you have not earned.
Scheduling Your PTO Days

With the approval of your CGS manager, you may take your personal time off. You should
schedule your time in advance. CGS recommends that if you are planning on taking five or
more consecutive days you give at least two weeks notice to your manager. Your requests for
PTO time should be submitted to your manager in writing. Approved PTO time may be taken in
increments of one hour.
PTO time may not be used to create an overtime situation. Employees will only be paid
overtime in cases where they actually worked more than 40 hours in a week or exceeded a daily
state overtime provision. PTO may not be used to extend the workweek beyond 40 hours.
If You Are Assigned To A Client Site
When scheduling extended PTO (five days or more) while at a client site, you must be sensitive
to the needs of the client. All PTO requests must be submitted to your CGS Manager. Your
CGS Manager will ensure that the client has adequate coverage during your absence.
PTO Carryover
You are encouraged to use the PTO days you have accrued. You are permitted to carryover up
to eighty (80) PTO hours per year. Employees with 5+ years of service may carry over up to one
hundred twenty (120) hours per year.
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Payment in Lieu of PTO

. You may not cash in PTO days
PTO Record Keeping
You are personally required to record any PTO time taken on your time sheets. Failure to
properly do so can result in disciplinary action. The time entry system will provide a warning if
your requested PTO is in excess of what you have available. Please note that managers
cannot enter PTO time into the time entry system on an employees behalf.
If Your Employment Ends
Unless required by state law, you will not be paid for PTO days that have not been taken by the
date your employment ends, for any reason.
Election Day
CGS encourages each eligible employee to vote in primary, local, national, or special elections.
Generally, your work schedule should allow you enough time to vote without taking time off or
making you late for work. According to federal law, if you have two hours between the closing of
the office and the closing of the polls, you have sufficient time to vote.
Jury Duty - Appearance as a Witness
Jury service is a civic duty that should not be avoided. CGS hopes that its employees will not
seek deferment, except on the most urgent grounds.
CGS wishes to cooperate with its employees concerning jury duty, and will pay you your regular
base pay in addition to any jury duty pay received for a maximum of two weeks or in accordance
with the laws of your state. Exempt employees will be paid their full salary for any work week
interrupted by jury service, regardless of their length of service. If you are called, immediately
notify your manager, and submit a copy of your summons.
Your excused absence will be governed by the time stated in your summons, up to two weeks.
If you are required to serve beyond the period specified in the summons, notify your manager
immediately.
If you are released from jury duty obligations for a full day, and you do not report to work, you
will not be paid for that day. When you return to work, submit a statement of earned jury pay to
your manager.
In accordance with various state laws, if you are called as a witness in a court action, you will be
paid for the time required to be in court. This does not apply to appearances in court for your
personal business, for which you must use PTO or time off without pay.
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Weather and Emergencies

CGS expects each employee to make reasonable efforts to report to work in inclement weather
situations. We will remain open in all but the most extreme circumstances. Unless an
emergency closing is announced, all employees are expected to report to work. However, all
employees are urged to use their own discretion in deciding whether they can commute to work
safely. When an emergency closing has not been declared, employees who do not report to
work because of inclement weather have the option of taking personal time off, or leave without
pay.
Military Leave
If you are a reservist or a member of the National Guard and are required to serve for a period
of military training, you will be granted a leave of absence, provided that the expected duration
of the military service does not exceed two weeks plus necessary travel time.
To be eligible for this leave, you must submit a request with a copy of your military orders to
your manager. The Company will pay the difference between your regular base pay and the
military pay that you receive up to a maximum of two weeks pay per year.
Upon your return to work, you are required to submit to your manager evidence of satisfactory
completion of training duty and a statement of military pay earned. This pay statement will be
used to calculate your supplemental pay. Employees called to active duty in the U.S. military or
the National Guard are eligible for an unpaid military leave of absence in accordance with state
and federal law.
You should give your supervisor as much advance notice as possible of the need so that the
Company may arrange for appropriate coverage in your absence. During your absence, your
benefits will continue as required by applicable law. Upon application within the appropriate
time period after your date of termination from military service, you will receive the then-current
rate of pay and the then-current benefits.
If you are required to attend yearly Reserves or National Guard duty, you can apply for an
unpaid temporary military leave of absence not to exceed 17 days (including travel). However,
if you prefer, you may use your earned vacation time for this purpose. Please contact the Vice
President, Human Resources for more information.
Employees on military leave will not be compensated for holidays that fall during their time in
service.
Family Medical Leave
It is CGS policy to comply with the federal Family and Medical Leave Act, and all other state
and local laws relating to family leave. CGS will not interfere with, restrain, or deny any rights
under this Act, nor discriminate against employees for exercising their leave rights under this
law.
If you have been employed by the Company for at least 12 months, you are eligible to take a
leave under this policy, without pay, for the following reasons:
Page 33
the birth of a child or in order to care for that child within 12 months of the event;
a childs placement with you for adoption or foster care within the first 12 months of the
event;
to care for a spouse, child, or parent with a serious health condition (including both
physical or psychological care). Your right to this type of leave may not be limited by the
availability of another family member to care for an ill family member. In addition, a
father may take leave during his wifes childbirth and recovery;
a serious health condition for yourself that makes you unable to perform the functions of
your position. You need not be physically or mentally incapacitated to the point that you
are unable to perform the functions of your job. This leave may be taken in order to
receive treatment.
A qualifying exigency arising out of a covered family members active duty or call to
active duty in the Armed Forces in support of a contingency plan; and/or
To care for a covered family member who has incurred an injury or illness in the line of
duty while on active duty in the Armed Forces provided that such injury or illness may
render the family member medically unfit to perform duties of the members office,
grade, rank or rating.
Under the terms of this policy you are eligible to take up to 12 weeks of leave (26 weeks to care
for a family member injured while on active duty) or the maximum allowed by state law, during
any 12- month period. You are eligible to take this leave all at one time or on an intermittent
basis (working fewer hours or days during the regular workweek to care for sick family members
or you). Intermittent leave is not available for care of a newborn, or newly adopted child. If both
you and your spouse work for the Company, both of you may take this leave, up to the
combined total of the maximum number of weeks per year.
The following definitions apply for purposes of this policy:
Hours Worked is the time for which you are entitled to compensation under the Fair
Labor Standards Act which generally is the time you are required to at your job and
permitted to work. Hours worked will be calculated from your date of hire to your first
anniversary date.
Serious Health Condition includes any illness, injury, impairment, physical or mental
condition which requires In-patient care at a hospital, hospice or residential medical
facility; or a condition which requires absence from work, school or other regular daily
activities of more than 3 calendar days that also involves continuing treatment by or
under the supervision of a licensed health care provider; or continuing treatment for a
chronic or long term condition that is untreatable or is so serious that if left untreated,
would likely result in a period of incapacity of more than 3 days; or prenatal care.
Health Care Provider is defined as a doctor of medicine, a doctor of osteopathy, a

podiatrist, a dentist, a clinical psychologist, an optometrist, a chiropractor, a nurse
practitioner, or a nurse midwife, who are authorized to practice in the state in which they
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practice and are performing with the scope of their practice under state law, or Christian
Science Practitioner (subject to independent examination).
Spouse is a husband or wife as defined or recognized under applicable state law,

including a spouse by common law marriage in states where it is recognized.
Parent is defined as the biological parent of an employee or an individual who stood in

the place of a parent to an employee when the employee was a son or daughter. The
term does not include in-laws.
Child is defined as any person who is under 18 years old. Any person 18 years or older
who is incapable of self-care because of a mental or physical disability is a child if the
persons relationship to the employee is that of biological, adopted or foster child; a
stepchild; a legal ward; or a child of a person standing in the place of a parent.
Covered Service Member Those members of the Armed Forces, including the National
Guard or Reserves, who are undergoing medical treatment, recuperation or therapy, are
in outplacement status, or are on the temporary disability retired list due to an injury or
illness incurred in the line of duty.
Covered Family Member An employee who is a spouse, son, daughter, parent or next
of kin (defined as the nearest blood relative) of a covered service member.
To apply for this leave, you must submit a formal request for the leave to the Vice President of
Human Resources at least 30 days prior to the start of the leave. The Company requires you to
periodically report your status to your manager and your intention to return to work.
If this leave is necessary to care for your health problem, the Company will request certification
from your physician indicating the medical necessity for this leave. If the leave is to care for the
health of a family member, a certificate from the attending physician is required, indicating that
the patient requires assistance and that your presence would be beneficial. If you require an
intermittent leave or work a reduced schedule, your certificate must include dates and the
duration of treatment, as well as a statement indicating the necessity for working this schedule.
In these cases, copies of these certificates must be provided to the Vice President of Human
Resources.
Any accrued PTO time will be charged concurrent with your FMLA leave prior to you going on
unpaid leave status..
While on a Family Leave, your Company-sponsored benefit plan will continue to be in force at
the same level and under the
same conditions that coverage would have been provided had you continued working, as long
as you express a qualified intention to return to work. You must continue to pay your portion of
the insurance premiums. PTO accrued while on leave may not be used prior to your active
return to work.
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Bereavement Policy
Realizing that many difficult decisions are required in this time of emotional stress, it is the
Companys policy to allow employees the time required to take care of necessary arrangements
and attend funeral services. Full-time employees will be granted up to three days off with pay
(eight hours per day), for the death of a member of the immediate family. Part-time employees
may take up to three days off without pay for the death of a member of the immediate family. If
additional time is needed, it may be provided without pay upon the approval of your manager.
Immediate family is defined as a parent, guardian, spouse, child, brother, sister, grandparents,
grandchild, mother or father in-law, or dependent in your residence.
In the case of the death of a relative who is not a member of your immediate family, (aunt,
uncle, niece, nephew 1st cousin) one days absence with pay will be granted for full-time
employees.
Page 36
Chapter 4 - Facilities and Services

Conference and Training Rooms
CGS has conference rooms and training facilities available for Company meetings and training
programs. Arrangements to use these rooms may be made in advance by contacting the
employee in your office who is responsible for coordinating their use.
Mail Room
All processing for interoffice or outside distribution of mail is performed through the mailroom.
Before you send any excessively large mailings or interoffice distributions, make arrangements
in advance with the person in charge of the mailroom. You may mail your personal
correspondence through the mailroom at your own expense.
Telephone and Fax
The telephone is a vital means of communication with our clients and requires unfailing courtesy
and prompt attention. It is important that you answer your phone when possible, rather than
letting voice mail take the call.
A business-like response is to give your name or the name of the person whose telephone you
are answering, Ms. Smiths desk. Do not just say Hello.
There are occasions when personal telephone calls are necessary, but since our lines are
extremely busy, personal calls should be kept to a minimum and should be as brief as possible.
An office telephone directory has been prepared to provide the telephone extension of each
employee. The directory is for internal use only and may not be sold or provided for use outside
of the Company. Fax services are also available.
Bulletin Boards
Bulletin Boards are placed in various locations throughout our offices for posting notices, items
of interest and to make general announcements regarding changes in procedures. You should
take note of them on a regular basis. Bulletins Boards are to be used for business purposes
only.
Visitors
Visitors to employees on personal matters are not encouraged. However, when necessary, an
employee may be called to the reception area to briefly talk to visitors there.
Recreational Activities
The Company sponsors recreational activities including basketball and other team sports. Only
employees of CGS may play on these teams.
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Chapter 5 - Your Company Benefits

Introduction
CGS offers its full-time employees the option of participating in the Company-sponsored Group
Benefit Plans. The Company provides or makes available these benefits for your financial
protection in the event of illness or death. The following is a brief explanation of these benefit
plans; please review each of the booklets provided for these Plans.
Your Group Term Life Insurance
The purpose of this Group Term Life Insurance Plan is to provide your dependents with financial
security in the event of your death. If you are a full-time employee and work at least 30 hours
per week, you automatically become a participant in the Company-sponsored Basic Group
Term Life Insurance Plan on the first of the month following your employment with CGS.
Your Group Medical Insurance
The purpose of the CGS Medical Health Plan is to provide you and your family with protection
against the high costs of medical expenses. Because all our needs are different, CGS offers
you a choice of medical plan options. If you are a fulltime employee and work at least 30
hours per week, both you and your eligible dependents can enroll in one of these options on the
first of the month following the completion of three months of service. Coverage will begin on
the first of the month following your enrollment. If you elect not to participate in this benefit you
must complete the enrollment form and indicate that your have elected to waive this benefit on
that form.
Your Prescription Drug Plan
As part of your health plan, CGS provides you and your covered dependents with a Prescription
Drug Plan, which is designed to provide financial assistance against the high cost of prescription
drugs and refills. When you join the CGS Medical Plan you are automatically enrolled in the
CGS Prescription Drug Plan.
Your Group Dental Insurance
CGS provides its employees with the option of participating in the Company sponsored dental
plan as a means of assisting our employees with the cost of maintaining good dental health.
Because all our needs are different, CGS offers you a choice of two dental options, a PPO and
a DMO. If you are a full-time employee and work at least 30 hours per week, both you and your
eligible dependents can enroll in either of these options on the first of the month following the
completion of three months of service. Coverage will begin on the first of the month following
your enrollment. If you choice not to participate in this benefit you must complete the enrollment
form and indicate that your have elected to waive this benefit on that form.
Medical Records Privacy Information
The CGS health plan uses medical records information about you and your covered spouses
and dependents only for paying claims and other legally permissible purposes. The plans
privacy policies and procedures are designed to satisfy the applicable requirements of the
Page 38
Health Insurance Portability and Accountability Act (HIPAA) privacy regulations issued by the
U.S. Department of Health and Human Services.
The plans privacy policies and procedures are discussed in more detail in the plans Notice of
Health Information Privacy Practices, a copy of which has been provided to you, and in the
plans formal privacy policies and procedures document. Please contact the Plan Administrator
if you have any questions about the plans privacy policies and procedures.
Your 125 Tax Exempt Spending Plan
CGS provides you with a Flexible Spending Plan which helps you reduce the cost of some of
your benefits. Normally every paycheck that you receive, your taxes are deducted first, and
then your insurance premiums are deducted from your take home pay. Under this program,
your healthcare insurance premiums are deducted before taxes. This may lower your taxable
income, which in turn lowers the amount of Federal Tax (and in some cases state tax) that you
pay. CGS automatically enrolls you in the Flexible Spending Plan.
Important Note: The IRS requires that once an employee elects to participate in a qualifying
healthcare plan the employee may not withdraw from that plan until the end of the plan year
unless they have a qualified and documented change in family status.
Your 401(k) Plan
The CGS 401(k) Plan has been established to encourage our employees to plan for their future.
Enrollment in this Plan is voluntary.
If you are a full-time employee you may enroll in the CGS Plan on the first of the month after
you have completed 1 year of service. The Company will match 50% of your contribution up to
6% of your pay. Enrollment can be done on-line at www.benefits.ml.com or by calling by calling
1-800-229-9040 and either speaking to a phone representative or by using the automated
phone system. Please refer to the Summary Plan Description. For additional details regarding
the Companys 401K program please contact:
Human Resources
Merrill Lynch on line site at www.benefits.ml.com
Or call 800-229-9040
CGS Rights Regarding These Plans

CGS reserves the right to modify or terminate any benefits described in this handbook, to
change amounts that are deductible before benefits commence, to increase or decrease
employee costs, and/or to terminate the entire program or any part thereof described in this
handbook at any time.
The provisions of all CGS benefits are described in full in various corporate policies, official plan
documents, and agreements between CGS and the provider of the benefits.
Page 39
Salary Continuation Plan

The purpose of your Salary Continuation Plan is to provide you with a continuing monthly
income if sickness or accident prevents you from working for a long or indefinite period of time.
If you become disabled, the following plans may provide you with benefit coverage:
State Disability Plan
Social Security
Your Statutory Benefits

Social Security
In accordance with the Federal Social Security Act, CGS is required to take deductions
from your paycheck for deposit into your Social Security account. In addition, the
Company contributes an amount equal to your payroll deduction to your Social Security
account.
You are insured against any accident, occupational illness, or injury sustained while at
work under your states Workers Compensation laws. Please report all injuries to Human
Resources or your supervisor immediately.
If you become unemployed, you should immediately report to the State Unemployment
Office to determine if the circumstances of your unemployment entitle you to
unemployment insurance benefits. Booklets providing more data are available at any
State Unemployment
Office.
Page 40
Chapter 6 - If You Leave the Company

We realize that changing circumstances may make it necessary for either you or the Company
to terminate our association. We have developed certain procedures that will help make the
termination process progress smoothly and effectively.
This section of your handbook discusses exit interviews; receiving your final pay; return of
Company property; termination of benefits; vacation, holiday and sick pay; and your rights under
COBRA.
Resignation
If you decide to leave CGS, we ask that you give two-week written notice to your CGS manager
so that proper administrative actions can be taken regarding your resignation.
Termination
CGS is an at-will employer. The Company reserves the right to terminate employment of any
employee at any time, for any reason, without notice.
Exit Interview
CGS has an exit interview program, which determines:
why you are leaving the Company;
what you liked and disliked about the Company and your job;
if you have any suggestions that would make the Company a better place at which to
work.
The exit interview will be conducted on or about your last day of work.
We ask you to be candid in response to our questions so that management can improve the
Companys operations and employee relations.
Final Pay
Your final paycheck will be issued in the normal pay cycle following receipt of your time records
accounting for all hours through your termination date, except as otherwise required by your
state. For example, if your last day of work is on the fourth day of the month, you will receive
your final paycheck on the next regular pay day, assuming that you have submitted all your time
records.
Any additional monies that are due you, such as expense reimbursements, will be paid to you
during the payroll cycle following the one in which you receive your final paycheck as specified
above, except as otherwise required by your state.
This is to ensure that all time records, expense reports, and advances have been accounted for
Page 41
and that all absences up to your date of termination have been correctly recorded.
The final paycheck will be a live check. Direct deposit will discontinue upon notice of separation
of employment.
Any monies that you owe the Company (such as, advances, relocation money, etc.) may be
deducted from your final check in accordance with state law requirements. If your check will not
cover the amount owed, you must repay CGS any additional money before your last day of
employment. The final check must be provided to CGS at the time of termination or within 72
hours of resignation.
Return of Company Property
Upon termination of employment, you must return all company property that is in your
possession (such as keys, books, PCs, etc.).
Benefit Termination
Your coverage, under the Company-sponsored group benefit plans ends, when your
employment terminates and/or at the end of the month in which your employment terminates.
Under the federal law known as COBRA, you may have a right to convert your group health
insurance to an individual policy. The Company will send complete information to you at your
home address about your options for continuing your benefits coverage promptly after
termination of employment. Below is a summary of your coverage continuation rights.
Life Insurance
Your Life insurance terminates on your last day of employment... Under the provision of
the Companys group policy, you have the right to convert your group term life insurance
coverage to an individual policy, without a medical examination, if you apply within 31 days
after your termination.
Medical Coverage
Your medical coverage ends on the last day of the month in which your employment
terminates. In accordance with federal law (COBRA), you and your dependents are
entitled to continue your benefit coverage under the Companys group medical plan if your
employment terminates. You must make this election within 60 days of your termination.
You will receive the information about COBRA and its cost from Human Resources.
Prescription Drug Plan
You can continue this coverage for yourself and your dependents under COBRA only as
part of your medical plan.
Dental Coverage
Your dental coverage ends on the last day of the month in which your employment
terminates. In accordance with federal law (COBRA), you and your dependents are
entitled to continue your benefit coverage under the Companys group dental plan if your
employment terminates. You must make this election within 60 days of your termination.
Page 42
You will receive the information about COBRA and its cost from Human Resources.
401(K) Profit Sharing Plan
If you participate in the Computer Generated Solutions, Inc. 401(K) Profit Sharing Plan,
your active participation ends on your termination date. Under the provisions of the plan,
your funds are valued daily. Distributions take about two months to process.
When you terminate, you may receive the amount that you have contributed to your
account, plus or minus any changes that have occurred as a result of your investment
choices and the vested portion of the Companys contributions to your account plus or
minus any changes that have occurred as a result of your investment choices.
In accordance with federal law, you must complete all of these forms to receive your
distribution:
Withholding Election form
Spousal Consent form (if married)
Participant Release Agreement
Reference Inquiries
Please refer all inquires to Human Resources. Only Human Resources is authorized to respond
to inquiries from outside parties (potential employers, investigative agencies, etc.) regarding
your employment. Information regarding your personal character and performance is not
released.
*****
Page 43
RECEIPT OF EMPLOYEE HANDBOOK

I, , have been given a copy of the Computer Generated
Solutions, Inc. (CGS or the Company)) Employee Handbook. I have been advised and
acknowledge that in the course of my employment with CGS, that the Company may at any time
change the policies, procedures, benefits and benefit plans contained therein, with or without
prior notice. Nothing in the Employee Handbook should be construed as a contact of
employment or promise of continued benefits. If I have specific questions about any statement
or provision in the Employee Handbook, I understand that I should direct them to my Supervisor
or to Human Resources.
I acknowledge that the programs and statements outlined in the Employee Handbook
are to regarded only as guidelines, and not guarantees. The Company may, in its sole
discretion, change these as it deems necessary in order to manage its work force to the
Companys benefit, as CGS deems fit.
Additionally, I acknowledge that no promise of job security has heretofore been given
to me and that there are no such promises are contained in the Employee Handbook, that I am
employed AT WILL and may resign at any time or be terminated from my job at any time, with or
without notice and with or without cause.
I have received a copy of the CGS Employee Handbook on the date listed below. I
understand that I an expected to read the entire Employee Handbook. Additionally, I will sign
this RECEIPT OF EMPLOYEE HANDBOOK, and return it to Human Resources, and retain a
copy for myself. I understand that this form will be retained in my personnel file.
Printed Name:
Signature:
Date:
Page 44

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CALL CENTER

Computer Generated Solutions, Inc.

Call Center Handbook 2011

Our Mission Statement

Chapter 2 - Your Job and Responsibilities

Call Center Handbook 2011

Chapter 3 - Your Privileges and Practices

Chapter 4 - Your Facilities and Services

Call Center Handbook 2011

Chapter 5 - Your Benefit Plans

Chapter 6 - If You Leave the Company

Call Center Handbook 2011

INTRODUCTION TO THE HANDBOOK

Call Center Handbook 2011

Chapter 1 Our Corporate Philosophy

Call Center Handbook 2011

E-commerce - With expertise in web services, applications development, systems

Unlimited Mailbox - Developed and sold exclusively by CGS, Unlimited Mailbox

Call Center Handbook 2011

Microsoft Dynamics - CGS specializes in delivering Microsoft Dynamics, one of the

Learning Management - CGS provides a fully customizable Learning Management

Professional Service Automation - As a Microsoft Gold Certified Partner and Industry

Business Process Outsourcing (BPO) CGS offers a comprehensive suite of

Call Center/Help Desk As a leading provider of high-quality and cost-effective support

Channel Development With comprehensive channel development and partner

Infrastructure & Networking CGS provides infrastructure services to optimize IT

Call Center Handbook 2011

Virtual Events 365SM - (www.virtualevents365.com) is the global leader in virtual event

Advertising & Marketing

Call Center Handbook 2011

provide superior products and services;

compete vigorously and fairly.

For our employees, CGS will:

encourage employee participation, because employees ideas and suggestions can

promote from within whenever possible;

Call Center Handbook 2011

develop career paths that promote personnel within the Company.

For the general public, CGS will:

conduct business as an active, informed, and responsible corporate citizen of the

encourage employees to take an active part in local and national activities.

Our Equal Employment Opportunity Policy

Call Center Handbook 2011

Policy Against Harassment

Physical contact such as touching, assault, impeding or blocking movements

Making sexual advances or propositions to a co-worker

Offering employment benefits in exchange for sexual favors

Making or threatening a co-worker because he or she refuses a sexual advance

Leering, making sexual gestures, displaying sexually suggestive objects or pictures,

Derogatory comments, epithets, slurs, and jokes

Verbal abuse of a sexual nature, graphic verbal commentaries about an individuals

Call Center Handbook 2011

reporting to work under the influence of intoxicants, drugs, or controlled substances

using, transferring, or trafficking in illegal drugs or controlled substances in any amount

on Company premises or in Company vehicles at any time, whether or not performing

In addition to meeting the governments requirements to maintain a drug-free workplace,

Call Center Handbook 2011

Confidential Business Information/Non-Disclosure

deliberate or reckless damage to Company or client property or the property of other

Allowing access of non-employees to CGS protected areas

Call Center Handbook 2011

possessing, using, or being under the influence of intoxicants or drugs, unless

gambling, fighting, assault, or disorderly conduct, including the use of abusive or

sleeping on the job or other misuse of company time

excessive or unjustified absences or tardiness