Verizon PICS Disaster Recovery Plan

Scope: This plan will provide the roles, responsibilities and procedures to expediently re-
establish normal PICS activity if a catastrophic event rendered the 1305 Goshen Parkway
distribution center unusable. [This plan will focus on the re-establishment of normal business
activities and any activity relative to the transition of business to the Littleton facility. Verizon has
stated that the Littleton facility would be the back up location in the event of a disaster at the 1305
West Chester PICS]

Business Impact Analysis: Any event that would render the West Chester PICS
warehouse unusable would cause an interruption in both provisioning and maintenance spare
PICS from shipping to Verizon field personnel as well as certain Verizon contractors (e.g. fttp
orders) within the West and South (East) regions. This represents approximately 3000 PICS
cards on average that are shipped per day combined for both regions. Typically approximately
75% or more of the daily shipments are new materials provisioned from the RDC inventories.
With the close proximity of CTDI’s back-up location (Coatesville)

Definitions:
PTS – (Plug-In Tracking System). Verizon’s PICS fulfillment and receiving application.

OLP – (On Line Provisioning). CTDI’s WMS. Manages PICS activity and Repair activity

PICS – (Plug In Central Stock) – refers to the PICS warehouses

1305/West Chester – refers to CTDI’s 1305 Goshen Parkway West Chester, PA distribution
center that provides PICS and Verzion repair logistics.

RDC – Stockroom in the PICS that contains TEO purchased PICS cards. This is generally new
materials purchased from OEMs. There are two RDC’s in the 1305 PICS, one each for the West
region and the South region.

ETOS (Electronic Tracking and Ordering System) – CTDI’s web application used for providing the
Verizon with reporting and document retrieval capability.

Key Locations:
West Chester PICS
1305 Goshen Parkway
West Chester, PA 19380
Manager: Bryan MacQueen (610 793 8412)

CTDI –Corporate HQ
1373 Enterprise Drive
West Chester, PA 19380
Manager: Tom Young (610 436 5203)

CTDI Coatesville
200 West Stewart Huston Drive
Coatesville, PA 19320
Manager: Frank McGowen (610-857-8100)

Verizon Littleton PICS

One Distribution Way
Littleton MA
PIA Manager: Joyce Constanza
Whse Manager: Mike Nolin

Backup Strategy: With the completion of the integration of OLP and PTS, CTDI can process
inbound field returns, receipt new materials and fulfill outbound customer orders via OLP. OLP is
accessible on any PC on CTDI’s WAN. This will allow immediate system access in Coatesville to
enable a rapid transition of critical business activity.

CTDI’s OLP servers are located in the West Chester HQ facility (1373 Enterprise Dr) and our
Elgin, IL facility and are not vulnerable as a result of a catastrophic event at the 1305 PICS.

(CTDI has also submitted a full IT Disaster Recovery plan to Verizon separately)

Recovery Strategy:

Disaster Notification: CTDI PICS Management will immediately notify the Verizon on-site
manager should the 1305 facility become inaccessible or otherwise unusable for an extended
period of time (> 48-72 hrs). CTDI management will escalate within Verizon VSO management if
the on-site manager is unreachable.

CTDI PICS management would also notify CTDI corporate human resources to coordinate the
reassignment of staff to the Coatesville location.

CTDI Risk Management would work with local authorities and Verizon VSO management to
determine extent of inaccessibility at the 1305 facility and the expected date of availability of the
facility.

Customer Service: CTDI PICS Customer Service would notify both East and West PIA of the
implementation of contingency plans and provide PIA Customer Service with any new contact
numbers as a result of the transition to the Littleton PICS and/or Coatesville DC.

PIA, Verizon sourcing and Verizon transportation will coordinate the diversion of inbound supplier
deliveries to Littleton until the back up facility in Coatesville is ready to process receipts. CTDI
will also contact local service reps for UPS and Fed Ex to ensure all inbound deliveries are routed
to the back up location.

Contingency contact information will also be posted to the Verizon ETOS web site.

Operations: All outbound order fulfillment would be immediately and temporarily be transitioned
to the Littleton, MA warehouse. All necessary systems access and transportation network
already exist and would allow for almost immediate assumption of critical order fulfillment and
receipt of supplier orders.
Field returns processing would be transitioned to the CTDI Coatesville DC if the 1305 facility is
unable to resume normal operations in a reasonable amount of time (TBD). (Most field returns
are dispositioned to Investment Recovery or Repair, both of which are handled by CTDI locally
therefore even in the event of a minimal delay [several days] in preparing the Coatesville facility
for full PICS activity, it makes sense to keep the field returns local; redirecting to Littleton would
overwhelm existing staff at the Littleton PICS and also cause Verizon to incur unnecessary
transportation costs).

If it is determined the Littleton PICS will continue to fulfill customer orders, Verizon may have
CTDI direct good field returns to Littleton via the Verizon transportation network,

Inbound new materials deliveries would be diverted to the Littleton PICS until normal activities
can be reestablished in the 1305 facility or transitioned to the Coatesville DC.

Transition to the back up facility in Coatesville or resumption of normal BAU activity at the existing
1305 PICS would be evaluated on a day to day basis between VSO management and CTDI
management.

Once the Coatesville DC or 1305 is prepared to receive supplier deliveries and fulfill outbound
orders, supplier deliveries we be redirected to the appropriate location. (Fed Ex and UPS pickup
schedules will be reestablished if BAU activity resumes at the 1305 location)

Staffing: The Coatesville facility is located less than 20 miles from the existing 1305 PICS
allowing the current staff to be redirected to the Coatesville DC almost immediately. This include
management, customer service, production staff and IT support

Disaster Recovery Procedures

Action Owner Prime Back Up

Disaster Notification to Verizon CTDI D Giatras B MacQueen

Disaster Notification to CTDI Upper
Management CTDI D Giatras B MacQueen
Notification to CTDI Risk Management/HR CTDI D Giatras B MacQueen
Evaluation of Facility CTDI Tom Logan Conrad Olie
Notification of Southborough Verizon (VSO)
Recovery of Assets (dependent on facility
condition) CTDI/Verizon
Notification to Suppliers Verizon PIA-E/PIA-W N/A
Notification to Carriers (inbound deliveries) CTDI Logistics Mgr B MacQueen
Redirection of F/T Staff to back-up facility CTDI B MacQueen D Giatras
Coordinate with Temp labor provider for
staff redirection CTDI B MacQueen D Giatras
Execute any OLP changes CTDI Chad Sinha D Giatras
Confirm system access CTDI Logistics Mgr B MacQueen
Procure any necessary Packaging
supplies & labels CTDI Juan Ortega B Coates
Coordinate Verizon transportation
scheduling Verizon Tony Billy
(VSO)/ D
Establish Conference call schedule
CTDI/Verizon Giatras
Plan Administration

DRP Organization Responsibilities: A combination of the existing PICS management

team and key corporate personnel will assume the roles as defined below:

• Corporate Representative (Barry Young – VP CTDI Wireline division) - Point of

contact for Verizon upper management; has overall responsibility of all Verizon PICS and
Repair activity.

• Project Manager (Dave Giatras) – will assume role of DRP manager. Responsible for
notification to Verizon in the event of a disaster and implementing the recovery plan with
Verizon and CTDI’s management teams. Will also be point of contact for recovery of
Any Verizon assets in the PICS if accessible.

• Branch Manager (Bryan MacQueen) – will be responsible for redirecting full time and
temporary staff to back-up facility, notification to inbound carriers for delivery redirection.
•
• The branch manager will also be the point of contact for any Carrier or Verizon
transportation scheduling issues.

• Logistics Manager (TBD) – will be responsible for coordinating any internal CTDI
transportation scheduling adjustments, ensuring systems access at back-up facility, and
all necessary materials (i.e., labels, packaging supplies) are available at back-up facility.

• Risk Management (Tom Logan) – will be responsible for evaluation of the facility
condition. Will be the point of contact for any insurance issues and coordinating any
access to the PICS in the event there are assets that can be recovered.

• Building Recovery (Conrad Olie – CTDI Director of Human Resources) – will be

responsible for the recovery of the warehouse. Will work with local authorities and
outside contractors in the event the facility can be made usable. Will also serve as
additional point of contact for any insurance issues.

• Customer Service Manager (Donna Marini) – will be the point of contact for any
emergency orders and coordinating with local couriers if required.

• IT/Applications (Chad Sinha) - will be responsible for making any changes to OLP
enabling full functionality at the back-up facility. Will be the point of contact for any issues
related the system’s interfaces with PTS.

• IT/Network (Steve McDermott) – responsible for making any changes to the network
connection or firewall requested by Verizon.
Contact List:

Name Position Email Phone office Cell

CTDI
Barry Young VP-Wireline Division byoung@ctdi.com 610 793 8507 610 613 0136
Bryan
MacQueen Branch Manager bmacqueen@ctdi.com 610 793 8412 610 389 0430
Dave Giatras Project Manager dgiatras@ctdi.com 610 793 8755 610 389 3532
TBD Logistics Manager
Donna Marini Customer Service dmarini@ctdi.com 610 793 8742 484 889 6249
Tom Logan Risk Management tlogan@ctdi.com 610 793 8243
Conrad Olie Human Resources colie@ctdi.com 610 793 8103
Chad Sinha IT/applications csinha@ctdi.com 610 220 1150
Steve
McDermott iT/Network smcdermott@ctdi.com
Sean Parsons Repair Manager Sean.parsons@ctdi.com 610 793 8699
Frank
McGowen Coatesville Manager
Tom Young CTDI HQ Manager
Materials
Juan Ortega Procurement
Materials
Barry Coates Procurement

Verizon
Mark Monzo Verizon On-site mark.monzo@verizon.com 610-793-8869 214-681-6969
Verizon Supplier 732-232-0626
Jim Humphrey Mgmt jim.humphrey@verizon.com 908-559-3253
Verizon
Tony Billy Transportation tony.billy@verizon.com 972-718-0435 214-789-3077
Joyce Costanza Verizon PIA-East joyce.costanza@verizon.com 508-624-2551 508-561-1416
Curt Dennis Verizon PIA-West curt.dennis@verizon.com 972-718-8710 817-456-2878

Work Plan: Verizon Services, Verizon PIA and CTDI will establish a monthly or quarterly
schedule to review the plan and make appropriate adjustments. Meetings will be coordinated
between Verizon VSO (Jim Humphrey) and CTDI Project Manager (Dave Giatras).

Develop monthly test plan to ensure system access and end-to-end test through OLP/PTS
interfaces.

Updates to the contact list and responsibilities will be updated monthly.

Current, approved DRP will be posted the Verizon PICS ETOS web page.