SITE SUPPORT

General Rule of Thumb for a Site Support – Schedule Pull Issues:

 If a Customer contacts the Call Center regarding a POS Related Item.

o Escalate to Site Support.

 If a Theatre Manager or Theatre Personnel contact the Call Center regarding a POS Related Item.

o Ensure the POS has been updated from their side, since the change…if this is the case, escalate to Site Support.

o If not, direct TM/TH to do so – DO NOT escalate until update has been completed.

HOW SCHEDULE PULLS WORK

 Information shown on Fandango’s website is pulled from the Theatre’s point of sale system (POS).

o Software called a “tunnel” makes it possible for Fandango’s systems to communicate with the systems of Exhibitor Partners within their network.

 What’s shown reflects 100% what they are sending.

 Fandango does not push data to the Theaters.

When a theater requests an update to a POS – related item, the Call Center is responsible for understanding and educating the Theater personnel they must first update this item(s) in their POS system.

Once complete, the Call Center is able to create an incident, level-set the 1 ½ hour timeline, and then escalate to Site Support a request to pull the schedule for the Theatre.

 Incidents should not be escalated until the update has been performed within the Theater's POS.

Theatre POS >>>>>>>>>>> Fandango

Exclusive Theater Partners:

The Theater Listing below exclusively tickets with Fandango.

What does this mean?

 Theaters that exclusively ticket with Fandango do not sell tickets independently.

o All revenue and sales are dependent on Fandango.

 When Fandango’s systems are down, these Theaters have no ability to sell tickets.

 Fandango controls all of their POS and technical systems.

These theaters are to be handled using “white glove” service – Roll out the red carpet.

 Any technical issues are to be escalated to Site Support immediately.

 DO NOT contact the theater.

 A pop-up box reminder has been integrated/added to the CRM to denote these theaters.

SITE SUPPORT – ENABLE TICKETING

Theater Partners actively selling tickets online via Fandango.com are in an “enabled” state. This means that they have agreed to allow their Customers to purchase tickets for their Theater chain via Fandango.

When Theaters experience issues, the chain sends a request to temporarily disable ticketing. When the Theater is ready to sell tickets again, they send a request to “re-enable ticketing.”

Follow the incident handling steps below for these types of requests.

Incident Handling Steps:

1. Category: Site Support>>>Theatre Error>>>Wired Theatre Online (Ticketing enabled)

2. Subject: Re-enable ticketing request

3. Status: Site Support

4. Queue: Site Support

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Site Support - Enable Ticketing

i. Provide required information for the escalation template.

6. Save & Close

SITE SUPPORT – DISABLE TICKETING

Issues such as; closures due to acts of God (floods, hurricanes, tornadoes, earth quakes), inclement weather that prevents Customers from attending events, plumbing issues, broken projectors etc…can cause a theater to request ticketing be temporarily “disabled.”

When this occurs, follow the incident handling steps provided below.

Incident Handling Steps:

1. Category: Site Support>>>Theatre Error>>>Wired Theatre Offline (Ticketing disabled)

2. Subject: Disable ticketing request

3. Status: Site Support

4. Queue: Site Support

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Site Support - Disable Ticketing

i. Provide required information for the escalation template.

6. Save & Close

POS Related Items | Schedule Pulls [Wired Theaters]

There are items that display on Fandango that are owned by the Theaters Point of Sale system (POS).

POS related items displayed on Fandango’s site, is 100% what’s reflected in the Theater's POS. In order to change what is displayed, a Schedule Pull (update) must be performed.

Theater Managers and their staff will contact the Call Center requesting these items be corrected, however, the first step is to ask: "When was the last time the POS was updated?"

*** Fandango performs auto updates to wired theater schedules every 2 – 3 hours***

If the Theater has not updated the information in the POS, advise them to do so at this time. Let the Theater Manager know the schedule will be updated 1 hour and a ½ from the time they perform the update to reflect the requested changes.

ONLY ESCALATE IF; The 1 ½ hour timeline has passed and TH/TM has updated their POS.

Movie/ShowTimes (Missing/Incorrect)

Incident Handling Steps:

1. Category: Theatre Issue>>>Incorrect/Missing Show Times or Movie Title

2. Subject: Missing Movie/Showtime – [AA Code] – Incident#

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Internal Escalation Forms>>>SiteSupport-Missing Showtime

i. Provide required information for the escalation template.

6. Save & Close

Incorrect/Missing Ticket Categories

Incident Handling Steps:

1. Category: Theatre Issue>>>Incorrect/Missing Ticket Categories

2. Subject: Incorrect/Missing Ticket Type(s)-AA Code- Incident#

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Site Support-Incorrect/Missing Ticket Type

i. Provide required information for the escalation template.

6. Save & Close

Seating Chart won’t Load

Incident Handling Steps:

1. Category: Site Support>>>Theatre Error>>>Seating Chart won’t Load

2. Subject: Seating Chart won’t Load-AA Code-Incident#

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: X Seating Chart Issue

b. Escalation: Site Support-Seating Chart won't Load

i. Provide required information for the escalation template.

6. Save & Close

Age Policy

Incident Handling Steps:

1. Category: Theatre Referral>>>Facility Information>>>Age Policy

2. Subject: Age Policy

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: TH Info>>> Age Policy

6. Save & Close

INCORRECT SITE INFORMATION – NOT THEATER

There will be times when information on the Fandango site is not correct. From an ownership perspective, the Call Center is responsible for determining who is responsible, categorizing the incident correctly and escalating to the correct Level 2 Support group.

There are two instances:

• When items that are controlled by the POS and either missing or not correct - POS related items are the responsibility of the Theater.

• However, there are items that reside on the website that are the responsibility of Fandango. - These items should be escalated to Site Support for resolution.

Often times, these calls will come from: Distributors, Actors and Movie Studios.

 Follow the incident handling steps below for these types of issues.

Incident Handling Steps:

1. Category: Site Support>>>Incorrect Site Info (Not TH)

2. Subject: Incorrect Information on the Site-[List incorrect info]

3. Status: Site Support

4. Queue: Site Support

5. Standard Text

a. Customer: Tech Issues>>>Info Discrepancy

b. Escalation: SiteSupport-Wrong Info on Site (Not TH)

i. Provide required information for the escalation template.

6. Save & Close

INCORRECT SITE INFORMATION – THEATER

Theater's also have responsibility for non-POS related items that reside on the Fandango site. When these items are missing and/or incorrect, an incident must be categorized appropriately and escalated to Site Support who will reach out to the affected theater for resolution.

Items such as;

 Address to include zip code

 Theatre Contact Information

 Hours of Operation

 Updated Information: When theaters

Generally these issues will be reported by the Customers of the Theater is no longer operating

Incident Handling Steps:

1. Category: Site Support>>>Theatre Error>>>Wrong information listed

2. Subject: Incorrect Information on Theatre Site

3. Status: Site Support

4. Queue: Site Support

5. Standard Text

a. Customer: Wired TH – Info Missing

b. Escalation: Internal Escalation Forms>>>SiteSupport-Wrong Info on Site (TH)

i. Provide required information for the escalation template.

6. Save & Close

ERROR 500

Error 500 on the site generally signifies that something has gone terribly wrong with the Database. In most cases, the systems impacted are; Admin Tool, Ticketing (website for F.com and FNOW). This is a technical issue that must be escalated.

Escalate to Site Support, Priority 1

 Create one incident and broadcast to the following distros:

o CustomerService@Fandango.com

o CorporateEscalations@Fandango.com

o Fandango@24-7intouch.com

o Fandango-Leadership@sutherlandglobal.com

o fandangoagents@24-7intouch.com

o fandangoagents@orlando.24-7intouch.com

o SuthFandango@sutherlandglobal.com | suthfandango@suth.com

ALL incidents are to be associated to this one incident.

500 Error – These errors occur when a technical issue happens and the system cannot reconcile what has occurred.

 Fandango.com – When this error is received on the website, the site is down.

o This error may also occur when; Events requiring passes is being sold

 Sometimes in conjunction with 506 errors and Internal Error

***Please read, fully understand and perform troubleshooting steps associated with these error codes as well***

Incident Handling Steps:

1. Category: Site Support>>>Error 500

2. Subject: Error 500 | Admin Down

3. Status: Admin Down

4. Queue: Site Support

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Site Support - Error 500

i. Provide required information for the escalation template.

6. Save & Close

INTERNAL ERROR

A few Theaters do not pass Fandango their sold out flag information via their POS. In most cases, this causes the system to interpret a purchase of a sold out show as an internal error.

Troubleshooting Steps:

1. Validate there is not an outage/issue at the specified Theatre. If not,

2. Direct the Customer to try another show time

3. Admin Tool: Validate transaction details; verify Customers form of payment isn’t being declined.

4. Attempt purchase with another form of payment

These steps generally resolve the issue.

 If not, escalate to Site Support using the incident handling steps provided below. There may be an issue that has not been communicated yet.

Incident Handling Steps:

1. Category: Site Support>>>Internal Error

2. Subject: Internal Error

3. Status: Site Support

4. Queue: Site Support

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: SiteSupport-Internal Error

i. Provide required information for the escalation template.

6. Save & Close

Void/Hold Threat Matrix Error (-1)

Void/Hold Threat Matrix Errors span categorization between both Site Support and the Fraud Team. Seeing a -1 in the quantity field indicates escalating to the Fraud Team first for investigation. Once The Fraud Team completes their investigation, they will inform the Agent via a Private Note the results and next steps, if any.

If a “-1” is displaying in the quantity field in the Admin Tool, follow the troubleshooting steps provided below.

Validate:

1. Is the Customer hotlisted?

2. Is the Customers; email address, IP Address or domain blacklisted?

3. Is there an issue with the Customers form of payment?

If the Customer is not hotlisted, then that show time is either sold out, or availability has gone below the threshold of what Fandango is allowed to sell.

 If you see this “-1” in the quantity, these need to be forwarded to the Fraud Team.

Incident Handling Steps:

1. Category: Site Support>>>Void/Hold Threat Matrix Error (-1)

2. Subject: Void/Hold Threat Matrix Error (-1)

3. Status: Site Support

4. Queue: Fraud

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Tech Issues>>> Void/Hold Threat Matrix Errors

i. Provide required information for the escalation template.

6. Save & Close

Login Issues

Many of Fandango’s Customers have chosen to link their VIP account to their social media account(s).

However, when they make this choice an unforeseen issue arises, the social media login takes precedence over the initial email/password login for the VIP account. In many cases, when the Customer forgets or has trouble remembering their login and/or password, the system will not allow the Customer to login with their email and password – An account reset will not override this case.

 Direct Customers to use their linked Social Media account username/password

 For more persistent cases, Site Support can unlink the account or delete and re-create the account.

o Inform the Customer of this option, however validate that this is an option they would like to employ.

Is the Customers VIP account linked to a social media profile?

1. Admin Tool>Purchase Transaction Detail screen>>Click “Customer Name” link

2. Customer Account Info>Merged Account

Incident Handling Steps:

1. Category: Site Nav>Sign In/Sign Up

2. Subject: Unable to sign in to account/system

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Unlinking Facebook Account

b. Escalation: If this issue requires escalation, escalate to the Site Support Team.

i. Provide required information for the escalation template.

6. Save & Close

LOGIN ISSUES – PASSWORD

Incident Handling Steps:

1. Category: Site Nav>Sign In/Sign Up

2. Subject: Unable to sign in to account/system

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Can't Sign In/Password Issues

b. Escalation: If this issue requires escalation, escalate to the Site Support Team.

i. Provide required information for the escalation template.

6. Save & Close

LOGIN ISSUES – INVALID E-MAIL

Incident Handling Steps:

1. Category: Site Nav>Sign In/Sign Up

2. Subject: Unable to sign in to account/system

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Invalid Email Address

b. Escalation: If this issue requires escalation, escalate to the Site Support Team.

i. Provide required information for the escalation template.

6. Save & Close

In addition to allowing Customers to Opt-out of communications on their own, there are two additional systems used:

1. Bronto – The system that opts Customers out of FandangoNOW marketing material

2. Responsys – The that opts Customer out of Fandango.com marketing material

o To Opt of all non-mandatory communications

 >>>Escalate an incident to CET

***Allow 24 – 48 hours for the unsubscribe request to complete***

VIP Account - Unsubscribe From Fandango Emails

 VIP Account: Customers who have a VIP account can unsubscribe from there also:

o Email+Preferences>>> Email Subscriptions> Uncheck boxes

Incident Handling Steps:

1. Category: Other>>>e-Mail Unsubscribe

2. Subject: Privacy – Unsubscribe from eMail(s) or eMail Unsubscribe Mobile

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Unsubscribe Email or Unsubscribe Text Message

b. Escalation: If this issue requires escalation, escalate to the Corporate Escalations Team.

i. Provide required information for the escalation template.

6. Save & Close