9/11 Pager Messages

"Initial" Sev1 Cleveland NPS #HO84418 5:30am I: NPS is down,Host 36 E: Pem Primary Jeff@Helpdesk 1-512-248-4845-ATC Helpdesk

"Resolved" Sev1 Cleveland NPS #HO84418 I: NPS is down R: Batch job went down E: NPS Support team Jeff@Helpdesk 1-512-248-4845 -ATC Helpdesk

"Correction/Resolved" Sev1 Cleveland NAPS #HO84418 I: NAPS is down R: Batch job went down E: NAPS Support team Jeff@Helpdesk 1-512-248-4845 -ATC Helpdesk

Sev 1 DesMoines AS Blue Vista HO84421 SLI=Y 6:09 ETA=NA I: Cannot log onto Blue Vista passwords invalid E: Sigma Janie ATCHelpdesk 512-248-4967-ATC Helpdesk

SEV1 DesMoines/sears.com Tk # 84434 7:00 I: store locator is down E:7273588 sears.com Lidia/Helpdesk/512-248-4970-ATC Helpdesk

SEV1 DesMoines as PICS H0864464 SLI=Y ETA=Na 7:44 I:Pics is down, unable to acces

s orders - error 202 no records found. E:PICS Helpdesk Janie ATCHelpdesk 512-248-4967-ATC Helpdesk

SEV1 - Des Moines - BOOS (mainframe app) Ticket # 84484 8:12/ SLI=Y ETR=None I: Credit authorization is down. Escalation: Chris Epple / Acxiom Contact: Jack Abramson@515-252-7800-3605 Sherry@512-248-7953-ATC Helpdesk

Resolution

Sev 1 DesMoines AS Blue Vista HO84421 SLI=Y 6:09/9:35 I: Cannot log onto Blue Vista R: Per Sigma no root cause all users need to change their passwords when they log on. Janie ATCHelpdesk 512-248-4967-ATC Helpdesk

FYI: The College Point facility that take service tech calls has currently close for today.-NCC

Resolution Sev1 DesMoines Tk 84434 7:00/10:00 I:Store locator down E: sears,com/Shari R: Due to network traffic Helpdesk/Lidia/512-248-4970 -ATC Helpdesk

jstep05@sears.com|Conference Call - Immediately|Dial in 888-824-0875 Passcode #157750 Join immediately Jamie

SE

V1 Multiple Sites Link T#H084559 10:48/ SLI=Y I:Link/CASS system is down. E:Jim Kranz Debra 800.573.1219-ATC Helpdesk

Resolution-SEV1 8450 Columbus, 8498 Los Angeles, 8636 New Orleans, 8414 Philly, TSYS H084558, 11:15amCST Y resolved TSYS - slow response / down Memory errors in TSYS - Tsys Helpdesk cleared errors Netman Tkt#871915 D

avid A. @ 512.248.4974

Resolution SEV1 Multiple Sites Link T#H084559 10:48/11:33 I:Link/CASS system is down. R: Charge back process is locking up the database causing link not to be able to acce

ss transactions Helpdesk Lidia 512-248-4970 -ATC Helpdesk

(2 of 2) C Helpdesk

(1 of 2) RESOLUTION SEV1 - Des Moines - BOOS (mainframe app) Ticket # 84484 8:12/11:00 SLI=Y ETR=11:00 I: Credit authorization is dow

n. Escalation: Chris Epple / Acxiom Contact: Jack Abramson@515-252-7800-3605 Sherry@512-248-7953 -AT

dchri28@sears.com|Des Moines Ticket # H084615|F.Y.I. Des Moines reporting that calls for the Tools Department were disconnecting calls and emptying the queue. Issue does not seem to be happening currently, but are monitoring this for the

AS 12 MC 13 TSV 1 RR 7 PC 12 PD 13 CS N/A T N/A M N/A ( MISSING DATA) ASP 1 TSP 2 3P 5 EC 37 -NCC

Greensboro Credit Site & Highpointe, NC - closed for remainder of day - due to National Emergencies - per Morry Ward (Greensboro IT Manager) DavidA/Helpdesk(800)573-1219

SEV1 Boise PEGA T#H084635 1:50/ SLI=Y I: PEGA Down E: Unix Debra 800.573.1219-ATC Helpdesk

FYI: ALL OF OUTBOUND ASSET WORK WILL BE DISCONTINUED FOR THE REMAINER OF THE DAY.-NCC

FYI - All Asset Callc

enters (outbound collections centers) - closed for remainder of day - due to National Emergencies - Per Kevin Price & NCC (Brenda) DavidA/Helpdesk(800)573-1219

DALBORN@sears.com|callcenter closures|FYI - All Asset Callcenters (outbound collections centers) closed for remainder of day - due to National Emergencies - HIGHPOINT open!! - Per Kevin Price & NCC (Brenda) DavidA/Helpdesk(800)573-1219

*UPDATE* Bo

ise Pega T#H084635 is a duplicate of T#H084606. Debra 800.573.1219-ATC Helpdesk

FYI - ASSET CLARIFICATION All asset work discontinued for remainder of day - as a courtesy to our customers. DavidA/Helpdesk(800)573-1219

DALBORN@sears.com|fyi - asset clarification|FYI - ASSET CLARIFICATION All asset work discontinued for remainder of day - as a courtesy to our customers. DavidA/Helpdesk(800)573-1219

tfeezor@sears.com|Asset Update|FYI: All of the outbound Asset work will be disconti

nued for the remainder of the day

tfeezor@sears.com|Asset Update| FYI: All of the outbound Asset work will be discontinued for the remainder of the day

tfeezor@sears.com||FYI: All of the outbound Asset work will be discontinued for the remainder of the day

DALBORN@sears.com|Site Closures|FYI - Greensboro Credit Site & Highpointe, NC - closed for remainder of day - due to National Emergencies - per Morry Ward (Greensboro IT Manager) DavidA/Helpdesk(800)573-1219

tfeezor@sears.com|Travel|call re: travel

(1 of 2) Resolved SEV1 DesMoines as PICS H0864464 SLI=Y 7:44/11:30 I:Pics is down, unable to access orders - error 202 no records found. R:Obtained verification from the site PICS is up. No root cause availab

le. Janie ATCHelpdesk 512-2

(2 of 2) 48-4967

FYI...UNIT 7131, JEFFERSON CITY, MO, CLOSED @ 12:00PM CT, PLS DO NOT TRANSFER CALLS TO THIS UNIT-NCC

Resolution SEV1 8439 Boise, Pega H084606 12:53p/15:30P ETR= 3hrs 15m R:Restarted T/PEC server Burnett@helpdesk#512-248-4972

SE

V1 Sears.com H084685 3:40p SLI=Y I:Timeout default on Sears.com E:Sears.com DavidV18005731219

FYI...UNIT 8368, Citrus Heights, Ca. will close @ 3:00PM PT, PLS DO NOT TRANSFER CALLS TO THIS UNIT -NCC

Unit 8110 St. Ann Mo closed @ 4pm CT. Please do not transfer calls to 8110.-NCC

Unit #7618 Federal Way, Wa will close @ 4pm PT. Please do not transfer calls to #7618.-NCC

AS 12, MC 13, TSV 9, RR 5, PC 22, PD 11, ASP 4, TSP 5, 3P 3, EC 28-NCC

SEV1 Sears.com H084685 4:40p "Update" Sears.com is still working the issue. No etr DavidV18005731219

NUM 670-736-5919

Unit #8058 Sacramento Ca will close @ 4pm PT due to insuffieient staffing & mall closed.-NCC

(1 of 2) RESOLUTION SEV1, Sears.com, Austin,DesMoines H084685 4:40p-6:15pCST -SLI=y I: unable to add items to shopping cart on Sears.com R: appli

cation working again - root cause unknown E: App support determining root cause. DavidV18

(2 of 2) 005731219

Mobile Parts Direct & PC Client Care is closing @ 7pm CT.-NCC

Unit 6908 Dallas Tx is closing @ 7pm CT. Please do not transfer calls to #6908.-NCC

*re-opened* SEV1 Desmoines Sears.com tk#H084434 6:45p SLI=Y I: Store locator is down on the sears.com site E: Sherrie @ sears.com app support working issue Helpdesk/DavidV 512-248-7701

SEV1 Desmoines Sears.com tk#H084434 8:14p "Update" I:Issue may reside with Mapquest.Ecommerce group will continuing to work the issue on through tomorrow. Helpdesk/DavidV 512-248-7701

AS 12, MC 12, TSV 7, RR 5, PC 45, PD 10, ASP 4, TSP 4, 3P 3, EC 23-NCC

Lisa Valdez requested page indicating for each business group the percentage by which calls were under forecast for 9/11 @ 8pm CT: AS -42%, MC -41%, ASP -44%, TSV -38%, RR -37%, PC -42%, PD -38%, TSP -39%, EC -46%.-NCC

"FYI" DesMoines Ticket84737 10:24p I:The BOOS system went down for nightly maintenance. It is currently back up. E:DesMOines TEch DavidV18005731219

SEV1 DesMoines Ticket84737 10:24p I:The BOOS system went down. E:Acxiom helpdesk DavidV18005731219

SEV1 DesMoines "Update" Ticket84737 10:34p I:Axiom is working the issue on through tomorrow. The ticket will remain open. DavidV18005731219