7/30/2004

General Email, Chat & Phone Agents:

Effective immediately all Same-Sex Matching templates in eGain will be accessible only by
Louise Guerin & Aaron Taylor.

Any issues that you encounter through email or chat regarding Same-Sex Matching, Bisexual, or other ?Protected? groups (HIV Positive, Bondage, Trannsexuals, Transvestites, STD etc.) MUST be forwarded to Risk Management or immediately escalated to a TL if you are on the Live Team. If you have a customer/situation that you are unsure of, consult with your TL, a department Manager or Louise Guerin before taking any action.

DO NOT TAKE ANY FURTHER ACTION OR RESPOND IN ANY WAY TO THE CUSTOMER

For Filth Filter Agents:

Follow the process as indicated above should you encounter any accounts referring to Same-Sex Matching, Bisexual, or other ?Protected? groups (HIV Positive, Bondage, Trannssexuals, Transvestites, STD, etc.) You MUST forward a ticket with the account information (USERID) aling with notes to Risk Management.

DO NOT TAKE ANY FURTHER ACTION OR RESPOND IN ANY WAY TO THE CUSTOMER

Following the above guidelines for all customer/non-customer segments is very critical as this is a delicate topic. Should this process be inappropriately managed, it may lead to a disciplinary action due to the severity of this issue.