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 access orders - error 202 no records found. E:PICS Help

desk Janie ATCHelpdesk 512-248-4967-ATC Helpdesk

SEV1 - Des Moines - BOO

S (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 Help

desk

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

SEV1 Multiple Sites Link T#H084559 10:48/ SLI=Y I:Link/CASS system is down. E:Jim Kranz Debra 800.573.1219-ATC Helpdes

k

Call me when you get a chance. Reid

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 David 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 access transactions

Helpdesk Lidia 512-248-4970 -ATC Helpdesk

RESOLUTION SEV1 - Des Moines - BOOS (mainframe app) Ticket # 84484 8:12/11:00 SLI=Y ETR=11:00 I: Credit authorization is down. Escalation: Chris Epple / Acxiom

Contact: Jack Abramson@515-252-7800-3605 Sherry@512-248-7953 -ATC Helpdes

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

*UPDATE* Boise 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)573-12

19

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 available. Janie ATCHelpdesk 512-248-4967

FYI...UNIT 7131, JEFFERSON CITY, MO, CLOSED @ 12:00PM CT, PLS DO

NOT TRANSFER CALLS TO THIS UNIT-NCC

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

SEV1 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

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

RESOLUTION SEV1, Sears.com, Austin,DesMoines H084685 4:40p-6:15pCST -SLI=y I: unable to add items to shopping cart o

n Sears.com R: application working again - root cause unknown E: App support determining root cause. DavidV18005731219

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#H08443

4 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" Tick

et84737 10:34p I:Axiom is working the issue on through tomorrow. The ticket will remain open. DavidV18005731219