Hayes e-Government Resources, Inc.

Customer Proprietary Network Information (CPNI) Compliance Policy

Customer information obtained by Hayes by virtue of its provision of telecommunications services may be considered CPNI, and be subject to legal protections under federal law. Hayes supports these laws, and requires that its employees, contractors, agents, affiliates and partners abide by the policies set forth in this CPNI Policy Policy!.

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CPNI Compliance Policy Inc.

Hayes e-Government Resources, "#$%& '( C'N"&N")

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".# Purpose................................................................................................................................................. " $.# %cope..................................................................................................................................................... " &.# Policy 'wner.......................................................................................................................................... " (.# CPNI )efine ! )escri*e .................................................................................................................... " +.# CPNI Protection..................................................................................................................................... " +." No C)R CPNI.................................................................................................................................... " +.$ ,ccess to Non-C)R CPNI Restricte ................................................................................................ " -.# .aw /nforcement an Re0uire )isclosures......................................................................................... $ -." Notification of ,ccount C1an2es........................................................................................................ $ -.$ CPNI )isclosure to )esi2nate Persons........................................................................................... $ -.& CPNI 3reac1 Notification................................................................................................................... $ 4.# CPNI Permitte 5ses............................................................................................................................. & 4." %ervice Provision an 3illin2............................................................................................................. & 4.$ Protection of Ri21ts, Property or 5sers............................................................................................. & 4.& 6elemarketin2, Referral or , ministrative %ervices...........................................................................& 4.( Provision of CP/ an 't1er Non-6elecom %ervices.........................................................................& 7.# CPNI 8arketin2 5ses............................................................................................................................ & 7." 6otal %ervice ,pproac1 ................................................................................................................... & 7.$ ,ffiliates an 61ir Parties ............................................................................................................... ( 7.& 61ir Party Contracts......................................................................................................................... ( 9.# Recor :eepin2 ! 6rainin2.................................................................................................................... ( 9." 6rainin2............................................................................................................................................. ( 9.$ 8arketin2 Campai2ns Recor ........................................................................................................... ( 9.& 'ut*oun 8arketin2 %upervisory Review......................................................................................... + "#.# Certification.......................................................................................................................................... + "".# /nforcement........................................................................................................................................ + "$.# )efinitions............................................................................................................................................ -

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Hayes e-Government Resources,

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Purpose
61is Policy escri*es an 2overns t1e permissi*le uses an isclosures of Customer Proprietary Network Information (CPNI). Hayes is committe to protectin2 t1e privacy of confi ential an proprietary information a*out its %u*scri*ers receive *y virtue of t1e provision of telecommunications services.

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)cope
61is Policy applies w1enever CPNI ata is use internally, s1are amon2 affiliates or isclose to any t1ir party.

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Policy 'wner
Hayes; mana2ement owns t1is policy. <uestions on t1e policy s1oul *e irecte to 3ra for Hoo , at 7+#-$94-#-(( or *1oo =1cs.net. C1an2es or amen ments to t1is Policy will *e reviewe , mana2e an approve *y mana2ement.

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CPNI /efined 0 /escribed

CPNI is information t1at relates to t1e 0uantity, tec1nical confi2uration, type, estination, location, an amount of use of a telecommunications service su*scri*e to *y any su*scri*er of a telecommunications carrier, an t1at is ma e availa*le to t1e carrier *y t1e su*scri*er solely *y virtue of t1e carrier-su*scri*er relations1ip> an , information containe in t1e *ills pertainin2 to telep1one e?c1an2e service or telep1one toll service receive *y a su*scri*er of a carrier. CPNI inclu es Call )etail Recor s (C)Rs), w1ic1 contain information t1at pertains to t1e transmission of specific telep1one calls, inclu in2, for out*oun calls, t1e num*er calle , an t1e time, location, or uration of any call an , for in*oun calls, t1e num*er from w1ic1 t1e call was place , an t1e time, location, or uration of any call. CPNI oes not inclu e information t1at oes not fall wit1in t1e a*ove efinition. @or e?ample, CPNI oes not inclu e a su*scri*er;s name, telep1one num*er or a ress.

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CPNI Protection
No C/2 CPNI
1.*.* No C/2 Information Currently Hayes oes not provi e any voice telecommunications services> t1us, Hayes; telecommunications services o not 2enerate any Customer call etail information. %1oul t1is c1an2e, Hayes mana2ement will up ate t1is Policy accor in2ly.

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#ccess to Non3C/2 CPNI 2estricted

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1.,.* Customer #ccess.

Hayes e-Government Resources,

Non-C)R CPNI may only *e provi e over-t1e-p1one to aut1oriAe contacts on t1e Customer;s account. Non-C)R CPNI is not availa*le to Customers on-line, on-site at Hayes;s offices or at any retail locations. 1.,., "hird Party #ccess No t1ir party s1all 1ave access to non-C)R CPNI, e?cept as permitte un er @CC re2ulations or re0uire *y law (see %ections -.# an 4.# *elow).

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%aw &nforcement and 2equired /isclosures

Notification of #ccount Changes
Hayes will notify %u*scri*ers imme iately w1enever an , ress of Recor is create or c1an2e . 61is oes not inclu e t1e initial creation of t1e ,ccount. 61e notification will *e *y mail to t1e , Customer receives t1e notification. ress of Recor , as to reasona*ly ensure t1at t1e

61e notification will not provi e t1e up ate information.

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CPNI /isclosure to /esignated Persons

Hayes must isclose CPNI upon affirmative written re0uest *y t1e Customer to any person esi2nate *y t1e %u*scri*er. ,ll suc1 re0uests for CPNI must *e sent to 3ra for Hoo for verification an approval *efore isclosin2 t1e re0ueste CPNI.

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CPNI $reach Notification

5pon reasona*le etermination of a CPNI *reac1 (i.e., CPNI isclose to a t1ir party wit1out %u*scri*er aut1oriAation), imme iate notification must *e sent to 3ra for Hoo . -.&." -.&.$ If t1ere is a possi*ility of imme iate an irrepara*le 1arm, Hayes may notify t1e %u*scri*er imme iately after consultation wit1 law enforcement. Bit1in 4 ays of t1e reasona*le etermination of *reac1, Hayes must notify t1e 5% %ecret %ervice (5%%%) an @3I. -.&.& sen electronic notice to central reportin2 facility www.fcc.2ovCe*Ccpni. inclu e a esire to notify %u*scri*ers or class of %u*scri*er imme iately concurrent wit1 t1e notice.

,fter 4 ays of 5%%% an @3I notice, if Hayes 1as not receive written irection from 5%%% or @3I, Hayes will notify t1e %u*scri*er of t1e *reac1. 61e 5%%% an @3I may e?ten t1e perio for suc1 notice *y &# ays or more.

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Hayes e-Government Resources,

@or $ years, Hayes will maintain a recor of (") iscovere *reac1es> ($) notifications to 5%%% an @3I> (&) 5%%% an @3I responses> (() ates *reac1es iscovere > (+) ates Hayes notifie 5%%% an @3I> (-) etails of CPNI *reac1e > an (4) circumstances of *reac1es.

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CPNI Permitted 6ses

)ervice Provision and $illing

Hayes may use, isclose or permit access to CPNI, eit1er irectly or in irectly t1rou21 its a2ent, to initiate, ren er, *ill, an collect for its telecommunications services.

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Protection of 2ights, Property or 6sers

Hayes may use, isclose or permit access to CPNI, eit1er irectly or in irectly t1rou21 its a2ent, to protect t1e ri21ts or property of t1e carrier, or to protect users of t1ose services an ot1er carriers from frau ulent, a*usive, or unlawful use of, or su*scription to, suc1 services.

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"elemar7eting, 2eferral or #dministrative )ervices

Hayes may use, isclose or permit access to CPNI, eit1er irectly or in irectly t1rou21 its a2ent, to provi e any in*oun telemarketin2, referral, or a ministrative services to t1e %u*scri*er for t1e uration of t1e call, if suc1 call was initiate *y t1e %u*scri*er an t1e %u*scri*er approves of t1e use of suc1 information to provi e suc1 service.

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Provision of CP& and 'ther Non3"elecom )ervices

Hayes may use, isclose, an permit access to CPNI for purpose of provi in2 carrier premise e0uipment (CP/) an call answerin2, voice mail or messa2in2, voice stora2e an retrieval services, fa? store an forwar , protocol conversion, provision of insi e wirin2, installation, maintenance, repair services, an to market services formerly known as a Dunct services, suc1 as, *ut not limite to, spee ialin2, computer provi e irectory assistance, call monitorin2, call tracin2, call *lockin2, call return, repeat ialin2, call trackin2, call waitin2, caller I), call forwar in2 an certain Centre? features.

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CPNI 9ar7eting 6ses

"otal )ervice #pproach
61e marketin2 of any a itional Hayes services to a %u*scri*er is con ucte *y Hayes; %ale )epartment. Hayes sales personnel are permitte to use, isclose, an access CPNI for t1e purpose of marketin2 service offerin2s amon2 t1e cate2oryCies of service to -&-

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Hayes e-Government Resources,

w1ic1 a Hayes; %u*scri*er alrea y su*scri*es wit1out o*tainin2 t1e %u*scri*er;s approval. Hayes %ales; personnel are not permitte to use, isclose or access CPNI for t1e purpose of marketin2 service offerin2s outsi e t1e cate2oryCies of service to w1ic1 a Hayes %u*scri*er alrea y su*scri*es.

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#ffiliates and "hird Parties

Hayes oes not s1are t1e CPNI of a %u*scri*er wit1 any affiliate or t1ir party for purposes of marketin2 any services. Hayes only s1ares CPNI wit1 affiliates or t1ir parties for uses permitte un er @CC re2ulations or as re0uire *y law ( see %ections -.# an 4.#, a*ove).

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"hird Party Contracts

,ny contract wit1 a t1ir party t1at inclu es t1e isclosure or s1arin2 of CPNI re0uires a confi entiality a2reement wit1 t1e partner, contractor or a2ent. 61e confi entiality a2reement must inclu e t1e followin2E ". Re0uire t1at t1e partner, contractor or a2ent use t1e CPNI only for t1e purpose of marketin2 or provi in2 t1e services for w1ic1 it was provi e > $. )isallow t1e partner, contractor or a2ent from usin2, allowin2 access to or isclosin2 t1e CPNI to any ot1er party, unless re0uire to make suc1 isclosure un er force of law> an &. Re0uire t1at t1e partner, contractor or a2ent 1ave appropriate protections in place to ensure t1e on2oin2 confi entiality of t1e %u*scri*er;s CPNI. ,ll a2reements wit1 any partners, contractors an approve *y 3ra for Hoo . a2ents must *e reviewe an

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2ecord ;eeping 0 "raining

"raining

,ll Hayes personnel must *e traine inclu in2 familiarity wit1 t1is Policy.

as to t1e proper uses an

treatment of CPNI,

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9ar7eting Campaigns 2ecord

Hayes must maintain a recor (electronically or ot1erwise) of sales an marketin2 campai2ns t1at use CPNI, inclu in2 any instances w1en CPNI is isclose or provi e to t1ir parties or w1en t1ir parties are allowe access to CPNI. Hayes must maintain a recor of all instances w1en CPNI is isclose to t1ir parties. 61e recor must inclu e a escription of eac1 campai2n, t1e specific CPNI t1at was use in t1e campai2n, w1at

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pro ucts an services were offere retaine for at least " year.

Hayes e-Government Resources,

as part of t1e campai2n. %uc1 recor s must *e

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'utbound 9ar7eting )upervisory 2eview

Hayes s1all maintain a supervisory review process re2ar in2 compliance wit1 t1e rules for out*oun marketin2 situations an maintain recor s of compliance for a minimum of " year. %ales personnel must o*tain supervisory approval of any propose out*oun marketin2 re0uest for %u*scri*er approval.

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Certification
Hayes s1all 1ave an officer si2n a compliance certificate in Fanuary or @e*ruary of eac1 year statin2 t1at t1e officer 1as personal knowle 2e t1at Hayes 1as esta*lis1e operatin2 proce ures t1at are a e0uate to ensure compliance wit1 t1e applica*le CPNI rules an re2ulations. Hayes must provi e a statement accompanyin2 t1e certificate e?plainin2 1ow t1e operatin2 proce ures ensure compliance wit1 t1e applica*le rules. 61e certificate will also inclu e (") an e?planation of any actions taken a2ainst ata *rokers> an ($) a summary of all %u*scri*er complaints receive in t1e past year concernin2 t1e unaut1oriAe release of CPNI. /ac1 annual certificate s1all *e file wit1 t1e @CC on or *efore 8arc1 " st of eac1 year an certain information containe in t1e certificate or accompanyin2 statement may *e file un er confi ential seal. /ac1 annual certificate s1all *e retaine for a perio of at least two years.

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&nforcement
Hayes will seek to employ appropriate reme ies a2ainst t1ose persons violatin2 t1is Policy. Reme ies may inclu e, *ut are not limite to, financial, le2al or isciplinary actions, inclu in2 termination an referrals to law enforcement w1en appropriate. ,ny suspecte violations of t1is policy s1oul *e reporte to 3ra for Hoo .

&<ceptions @or security an maintenance purposes, Hayes aut1oriAe in ivi uals may monitor e0uipment, systems an network traffic limite *y t1eir uties.

Hayes reserves t1e ri21t for aut1oriAe in ivi uals to au it networks an systems on a perio ic *asis to ensure compliance wit1 t1is Policy.

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Hayes e-Government Resources,

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/efinitions
"erm ress of Recor /efinition ,n a ress of recor , w1et1er postal or electronic, is an a ress t1at t1e Company 1as associate wit1 t1e %u*scri*er;s account for at least &# ays. Hayes e-Government Resources, Inc. Call )etail Recor is information t1at pertains to t1e transmission of specific telep1one calls, inclu in2, for out*oun calls, t1e num*er calle , an t1e time, location, or uration of any call an , for in*oun calls, t1e num*er from w1ic1 t1e call was place , an t1e time, location, or uration of any call. Customer Proprietary Network Information is information t1at relates to t1e 0uantity, tec1nical confi2uration, type, estination, location, an amount of use of a telecommunications service su*scri*e to *y a su*scri*er of a telecommunications carrier, an t1at is ma e availa*le to t1e carrier *y t1e su*scri*er solely *y virtue of t1e carrier-su*scri*er relations1ip> an , information containe in t1e *ills pertainin2 to telep1one e?c1an2e service or telep1one toll service receive *y a su*scri*er of a carrier. CPNI oes not inclu e a su*scri*er;s name, telep1one num*ers, a resses, or primary a vertisin2 classification. @e eral Communications Commission. , %u*scri*er is t1e entity t1at purc1ases telecommunications services from Hayes.

Hayes Call )etail Recor (C)R)

Customer Proprietary Network Information (CPNI)

@CC %u*scri*er

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