call center employee handbook 2011

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CALL CENTER EMPLOYEE HANDBOOK

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Computer Generated Solutions, Inc. Three World Financial Center 200 Vesey Street, 27th floor

New York, New York 10281-1017 Human Resources Department

Call Center Handbook 2011

Dear Employees:

Computer Generated Solutions, Inc. (CGS) has grown at a remarkable rate because of our commitment to three core business principles: providing quality services to our clients, pursuing excellence, and respecting the individual.

As I look back on the history of the company, I am proud to see how much we have accomplished. From our humble beginnings, we have grown into a mature, multifaceted company. Weve established ourselves as a diverse organization, capable of delivering high-quality information technology products, services and solutions anywhere in the world.

CGS appreciates that you, our employees, contribute to the growth and well being of the company. The most important value that we can offer our clients is the talent, skill, and commitment that each of you brings to your job.

For this reason, we select our employees on the basis of their competence and ability to contribute to the growth of our Company and our clients. Race, religion, genetics, national origin, genetics, gender, age, physical or mental disability, sexual preference, marital status, and veteran status are not considerations for any positionyour skill, ability and merit are.

Because our employees are our most important asset, good working conditions, fairness in promotion, employee communications, equal opportunity, equitable compensation, and attractive benefits are of particular concern to us.

This handbook has been prepared to provide you with information about our Company, its policies, and its programs. I hope you will find it informative and helpful. Please review it carefully; it contains information of importance to you. If you have any questions about the information covered in this handbook, please contact Human Resources.

Sincerely,

Phil Friedman

Phil Friedman Chief Executive Officer


TABLE OF CONTENTS

Letter from the Chief Executive Officer Introduction to the Handbook

Chapter 1 Our Corporate Philosophy PAGE

Our Mission Statement 7 Our Company History 7 CGS Business Overview 8 Solutions 8 Services 9 Industries 10 Our Operating Philosophy 11 Equal Employment Opportunity Policy 12 Reasonable Accommodation of Persons with Disabilities 12 Policy Against Harassment 13 Reporting Your Concerns About Workplace Harassment 13 Alcohol, Drug, and Controlled Substance Policy 14 Confidential Business Information/Non-Disclosure 15 Ethics 15 General Rules of Employee Conduct 15 Workplace Violence 16 Litigation Matters 16 Media Relations 17 Open Door Policy 17 Use of the Internet and Electronic Communication 18 Social Media 18 Employment At-Will 19

Chapter 2 - Your Job and Responsibilities

Employment 20 Employment of Relatives 20 Your Supervisor 20 Your Employee Classification 20 Hours of Work 21 Attendance and Punctuality 21 Time Accounting 21 Your Human Resources Records 22 Technical Resume Update 22 Your Privacy 22 Ideas and Suggestions 23 Employee Covenant and Confidential Information Agreement 23 Patents and Copyrights 23 Publication of Technical Articles and Papers 24 Use of Copyrighted Material 24 Appearance 24 Client Contact 24 Outside Work 24


Salaries 24 Pay Periods 24 Direct Deposit Program 24 ADP iPay Statements 25 Paycheck Distributions 25 Payroll Deductions 25 Overtime Pay 26 Promotions and Transfers 26 Performance Appraisals 26 Reporting Illness and Injury While on the Job 26 Safety 26 Security 27 Computer Protection 27 Smoking/Non-Smoking Policy 27 Contributions and Solicitations 27 Business and Travel Expenses 28 Expense Reporting 29 Driving Policy 30 Hand Held Devices 30

Chapter 3 - Your Privileges and Practices

Paid Time Off 31 Accruing Paid Time Off 31 Scheduling Your Paid Time Off Days 31 If you Are Assigned to A Client Site 31 Paid Time Off Carryover 31 Payment in Lieu of Paid Time Off Days 32 Paid Time Off Record Keeping 32 If Your Employment Ends 32 Election Day 32 Jury Duty, Appearance as a Witness 32 Weather and Emergencies 33 Military Leave 33 Family Leave 33 Bereavement Policy 36

Chapter 4 - Your Facilities and Services

Conference and Training Rooms 37 Mail Room 37 Telephone and Fax 37 Bulletin Boards 37 Visitors 37 Recreational Activities 37


Chapter 5 - Your Benefit Plans

Introduction 38 Your Group Term Life Insurance 38

Your Group Medical Insurance 38 Your Prescription Drug Plan 38 Your Group Dental Insurance 38 Medical Records Privacy Information 38 Your Section 125 Tax Exempt Spending Plan 39 Your 401(k) Retirement Savings Plan 39 CGS Rights Regarding These Plans 39 Salary Continuation Plan 40

Your Statutory Benefits 40 Workers Compensation 40 Unemployment Insurance 40

Chapter 6 - If You Leave the Company

Resignation 41 Termination 41 Exit Interview 41 Final Pay 41 Return of Company Property 42 Benefit Termination 42 Reference Inquiries 43

Receipt of Employee Handbook 44


INTRODUCTION TO THE HANDBOOK

This Handbook is provided as a guide that you may use to familiarize yourself with Computer Generated Solutions, Inc. (CGS or Company). The Handbook is not, nor should it be considered to be, an agreement or contract of employment, express or implied, or a promise of treatment in any particular manner in any given situation. This Handbook states only general Company policies. The Company may, at any time, in its sole discretion, modify or vary from anything stated in this Handbook, except for the rights of the parties to terminate employment at will, which may only be modified by an express written agreement signed by both parties.

This Handbook supersedes and replaces all previous handbooks. This Handbook is the property of the Company and is intended for personal use and reference by Company employees, and should not be shared with third parties outside of the Company.


Chapter 1 Our Corporate Philosophy

Our Mission Statement

To provide our clients with high quality, cost-effective technology and business solutions, to enable them to improve their strategic position in the market place, increase their financial performance, and create a long term partnership based upon trust, value and mutual respect.

Our Company History

CGS is a leading global provider of end-to-end, technology-enabled business solutions, including Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Project Lifecycle Management (PLM), Warehouse Management Systems (WMS), Client Relationship Management (CRM), portal, e-commerce, application development, project services, e-learning, training, staffing technical support, and global sourcing solutions.

Founded in New York City in 1984 by Phil Friedman, CGS currently operates in North America, Europe, and Asia with 18 global locations and over 3,500 employees worldwide, and growing. CGS enables mid-market enterprises, Fortune 1000 companies, and government agencies to drive business transformation and improve operating performance by adapting and implementing advanced technologies.

Through organic growth and strategic acquisitions, CGS, together with its affiliates and subsidiaries, now serves 3,500+ clients in over 42 countries. We deliver an integrated portfolio of solutions and services reflecting a broad range of technology and business practices, offering a single point of accountability, which reduces our clients total cost of ownership and maximizes their return on IT investments. The result is end-to-end delivery and support of a comprehensive set of solutions and services that enables our clients to focus on driving competitive advantage in their core business.

CGS is a company that remains true to its entrepreneurial beginnings through its values and objectives, and that is poised for continued growth with a commitment of excellence - to you, our employees, and to our clients. Headquartered in New York City, NY, CGS, together with its affiliates and subsidiaries, has offices in Edison, NJ; Los Angeles, CA; Atlanta, GA; and Tampa, FL. In addition, CGS also has operations in Canada, England, India and Romania.

CGS has been recognized by Inc. Magazine, Deloitte & Touche, and Crains, among others, as one of the fastest growing privately held technology companies in the United States, having been named to the Inc. 500, VAR Business 500, NY Technology Fast 50, and Crains New York Business Largest Software Company lists. CGS has also been the recipient of many awards recognizing our success and contributions to our community including the IBM Partners in Community Service Award, and Apparel Software Scorecard Honoree and Accounting Technology Pacesetter distinctions. Additionally, CEO Phil Friedman is a past recipient of the Entrepreneur of the Year Award sponsored by Ernest & Young, Merrill Lynch and Inc. Magazine.

Much of the success CGS has garnered over the years is based on our alliances with leading organizations. Working with technology companies at the forefront of the industry allows us to deliver the cutting-edge products and services our clients need in order to grow their business.


CGS is an IBM Premier Partner and home to an IBM Business Partner Innovation Center; a Microsoft Gold Certified Partner; Citrix Silver Partner, Cisco Systems Premier Partner; and an Intel Channel Partner Premier. We have also developed strategic partnerships with Dell, Hewlett-Packard, Research in Motion (RIM), BEA Systems, Symbol/Motorola, Oracle, Sun Microsystems, VMware, Radvision, EMC, Neverfail, and Avnet.

CGS Business Overview

As a leading provider of information technology services and solutions to businesses and governments worldwide, CGS has grown to become one of the largest privately held technology companies in the country, servicing hundreds of major corporate clients worldwide.

CGS professionals utilize state-of-the-art, high performance tools, technologies and sophisticated management techniques in the course of our business operations on behalf of clients. CGS has made substantial investments in proprietary technology and is committed to consistent and ongoing development to improve our products and methodologies. In all cases, our mission is to deliver high-quality technology solutions that enable companies to effectively meet their business goals.

Solutions

CGS offers a comprehensive array of strategic business software solutions designed to meet the most challenging and complex requirements of todays global economy. Our technology solutions help our clients achieve immediate, significant returns and enable successful and sustained growth.

BlueCherry - Developed and sold exclusively by CGS, BlueCherry is one of the most advanced ERP and Supply Chain Management (SCM) solution available to meet the needs of the apparel, footwear, and accessories markets, providing dynamic supply chain and inventory insight from design to delivery.

Business Intelligence - CGS facilitates integration, training, and support to help clients plan and implement sophisticated customizable BI solutions to meet their reporting, analysis, and budgeting needs.

CRM - CGS helps businesses create profitable client relationships by providing CRM solutions to manage client relationships through lead and opportunity management, incident management, a searchable knowledgebase, and reporting tools.

E-commerce - With expertise in web services, applications development, systems integration, and technical help desk, CGS provides e-commerce solutions that align with clients overall strategic goals ranging from simple storefront or high volume B2B, to B2C e-commerce sites for global businesses.

Unlimited Mailbox - Developed and sold exclusively by CGS, Unlimited Mailbox provides a universal archival database for quick search and retrieval of e-mail messages and is compatible with an array of leading e-mail applications.

Enterprise Portal - As a Microsoft Certified Gold Partner and an IBM Premier Business Partner, CGS builds from two of the most dynamic solutions available to analyze, plan, implement, deploy, and support sophisticated portal solutions.


Microsoft Dynamics - CGS specializes in delivering Microsoft Dynamics, one of the most cost-effective ERP and Supply Chain Management solutions available. As a leading Microsoft Dynamics Value Added Reseller (VAR), CGS provides customization, development, implementation, support and training for Dynamics AX, Dynamics GP and Dynamics SL solutions.

Learning Management - CGS provides a fully customizable Learning Management System (LMS) to facilitate company-wide education needs with formal and informal, and technology- and people-based methods to manage, schedule, and administer courses, assessments, participants, and instructors. CGS has also developed Virtual Summit, a hosted service that incorporates live event/conference features.

Professional Service Automation - As a Microsoft Gold Certified Partner and Industry Builder Partner, CGS develops custom solutions on the Microsoft Dynamics AX application platform. Our complete end-to-end solution for the professional service industry elevates operational performance by integrating the financial, human, and intellectual capital aspects of project-based organizations.

Services

CGS has been delivering comprehensive technology services since the companys inception. Understanding that each engagement is unique, we offer professional services and IT solutions across a wide range of software applications and implementation delivery. CGS's high-end consulting services include software development, enterprise application integration, as well as legacy system maintenance and enhancements.

Application Development - CGS experts, certified in the most highly demanded skills and technologies, are dedicated to building mission critical applications that exceed our clients expectations.

Business Process Outsourcing (BPO) CGS offers a comprehensive suite of services supported by best practices in technology, human resources, and familiar management to streamline client operations.

Call Center/Help Desk As a leading provider of high-quality and cost-effective support solutions to companies worldwide, CGS reengineers, supplements, or completely manages customer support services for our clients including on and off site help desks, call centers, remote technical and call management support and BPO offerings.

Channel Development With comprehensive channel development and partner enablement services, CGS maximizes the potential of client direct and indirect sales channels through recruiting, education, development, support and portal services.

Enterprise Mobility - CGS mobility services combine domain expertise and a strong understanding of mobile technology to design and formulate mobility strategies.

Infrastructure & Networking CGS provides infrastructure services to optimize IT efficiency and simplify management including network integration, network security, communication services, disaster recovery and remote network management.

Learning - CGS provides blended learning solutions for e-learning and Instructor-led Training (ILT), offering expertise in a broad scope of learning methods and modalities in


catalog and custom development practices. CGS best practice methodologies include problem discovery, instructional design, implementation, deployment, and evaluation.

Managed Services - CGS offers a range of managed services including project staffing, expertise work and vendor management with consultants focused on highly-demanded skills and technologies, including JAVA, HTML, IBM WebSphere, Microsoft .NET, SUN Solaris, and CISCO and Microsoft networking.

Messaging & Collaboration - As experts in Microsoft Exchange and Lotus Notes, CGS designs and implements appropriate messaging strategies to improve clients business communication and efficiency.

Migration & Conversion - CGS provides migration services including the latest from Microsoft, IBM, and Java technologies to build new application platforms or messaging infrastructures, or update versions of existing systems.

Staffing - With onshore, nearshore, and offshore resources, CGS leverages our extensive database, nationwide recruiting organization, and international network of business partners to provide consultants and instructors experienced in virtually any technology platform.

Systems Integration - CGS analyzes current enterprise systems and architecture and provides a full strategic assessment to ensure alignment between client processes and overall business goals. CGS systems integration services span from repurposing current systems to implementing new technology.

Virtual Events 365SM - (www.virtualevents365.com) is the global leader in virtual event solutions for corporate events, demand generation marketing events & launches, corporate e-learning, virtual job fairs, virtual conferences and virtual tradeshows. This innovative VirtualEvents365SM platform builds on the CGS twenty-five year track record of enabling global enterprises, regional companies and government agencies to drive breakthrough performance through technology.

Industries

With deep expertise across many platforms and technologies, CGS specializes in service and solution delivery to a range of industries. Our enterprise technology solutions stem from a long history of helping a diverse list of organizations across the globe, and a deep understanding of industry specific and regulatory requirements.

Advertising & Marketing Apparel & Footwear Architecture & Engineering Distribution & Wholesale Financial Services Government Health Care & Life Science Legal Technology Telecom


We encourage you to visit the CGS website at www.cgsinc.com for more detailed information on our solutions and services.

CGS is committed to the growth and success of its clients and employees. This philosophy is embodied in our motto, A Company That Cares. TM

Our Operating Philosophy

CGS believes that the interests and concerns of our clients, our employees, and the general public must be balanced. In support of this fundamental belief, the following statement of our corporate philosophy has been developed.

For our clients, CGS will:

provide superior products and services;

conduct business in a manner that promotes respect for and acceptance of the information services profession and our industry;

promote acceptance of CGS and confidence in its products and services through truthful, informative, and ethical marketing practices and quality service;

compete vigorously and fairly.

For our employees, CGS will:

exercise care in hiring and job assignments, matching each individuals interest, knowledge, and capabilities with job requirements;

inform employees of what is expected of them and what they can expect from the Company;

recognize employees efforts through periodic reviews in which the Company will consider appropriate opportunities for further development;

encourage employee participation, because employees ideas and suggestions can benefit the Company and its clients;

maintain pay scales that are competitive, keeping pay ranges and salary payments current for all positions on an equitable basis while giving special recognition to superior achievement;

provide our employees with the best possible equipment, maintain our facilities in good condition, and in general, strive to make the Company a pleasant workplace;

provide employees with the on-the-job training that they need to perform their jobs in a superior manner;

promote from within whenever possible;


adapt to changing conditions in order to respond to both our employees and clients needs;

develop career paths that promote personnel within the Company.

For the general public, CGS will:

conduct business as an active, informed, and responsible corporate citizen of the communities in which we operate;

recognize the social problems that affect our society and participate in efforts to solve them;

encourage employees to take an active part in local and national activities.

Our Equal Employment Opportunity Policy

CGS is an equal opportunity employer and we enthusiastically accept our responsibility to make employment decisions without regard to race, creed, color, genetics, age, sex, sexual orientation, national origin, religion, marital status, genetic information, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, citizenship status, or any other classification protected by federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Any form of discrimination against employees will not be tolerated and will result in appropriate disciplinary action, up to and including termination from the Company. If an employee believes someone has violated this policy, the employee should bring the matter to the attention of the Vice President, Human Resources, or anyone else in management with whom the employee is comfortable. We will promptly investigate the facts and circumstances of any claim that this policy has been violated and take appropriate corrective measures.

The Company prohibits discipline or retaliation against any individual who reports in good faith incidents that they believe are acts of unlawful discrimination, harassment, or who pursue any such claim, or who cooperates in any way in the investigation of such allegations.

Reasonable Accommodation Of Persons With Disabilities

CGS will offer reasonable accommodation to disabled job applicants and employees who are able to perform the essential functions of the position with or without reasonable accommodation. The Company will provide reasonable accommodation to otherwise qualified job applicants and employees, unless doing so would be unreasonable or impose an undue hardship on the Company.

An applicant or employee who believes he or she needs a reasonable accommodation to perform the essential duties of a position should contact the Vice President, Human Resources.


Policy Against Harassment

We encourage a work environment that treats all people with dignity and respect, regardless of race, national origin, genetics, gender, or other protected status. We will not tolerate discrimination or harassment of our job applicants or employees by another employee, manager, or any third party (such as a vendor or business guest). Harassment on the basis of race, creed, color, age, genetics, sex, sexual orientation, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, citizenship status, or any other classification protected by law is a violation of this policy and will be treated as a disciplinary matter. While it is not easy to define precisely what harassment is, it includes slurs, jokes, and other uninvited verbal, graphic, or physical conduct by one individual toward another. Harassment of any kind will not be tolerated and may be grounds for immediate termination.

One form of prohibited harassment is sexual harassment. Sexual harassment includes many forms of offensive and unwelcome behavior and may include:

Physical contact such as touching, assault, impeding or blocking movements

Making sexual advances or propositions to a co-worker

Offering employment benefits in exchange for sexual favors

Making or threatening a co-worker because he or she refuses a sexual advance

Leering, making sexual gestures, displaying sexually suggestive objects or pictures, cartoons, or posters

Derogatory comments, epithets, slurs, and jokes Verbal abuse of a sexual nature, graphic verbal commentaries about an individuals

body, sexually degrading words used to describe an individual, suggestive or obscene letters, notes, or invitations.

Examples of sexual harassment include verbal or physical contact of a sexual nature that: (1) has the purpose or effect of creating an intimidating, hostile or offensive working environment; or (2) has the purpose or effect of unreasonably interfering with an individuals work performance, or (3) otherwise adversely affects an individuals employment opportunities. Because it is sometimes difficult to know when conduct or comments might be unwelcome, employees should avoid all such conduct and behave at all times in a professional and respectful manner.

Reporting Your Concerns About Workplace Harassment

The following steps have been put into place to ensure that our work environment continues to be respectful and free of unwelcome harassment. If any employee believes someone has violated this policy (whether or not that person is a co-worker or a superior), the employee should bring the matter to the immediate attention of his/her supervisor or, where this is inappropriate or not practical, the Vice President, Human Resources, or any other member of


management. The Company will promptly investigate the facts and circumstances of any claim of harassment. To the extent possible, we will endeavor to keep the employees concerns confidential. Our policy prohibits any form of discipline or retaliation for reporting in good faith incidents of unlawful harassment, pursuing any such claim, or cooperating in any way in the investigation of such reports.

We will take corrective steps against any person who has engaged in harassment in violation of this policy, if management determines that such measures are appropriate. These measures may include, but are not limited to, counseling, suspension, or immediate dismissal.

We cannot remedy claimed harassment unless you bring these claims to the attention of management. Failure to report claims of harassment prevents us from taking steps to remedy the problem.

Alcohol, Drug, and Controlled Substance Policy

CGS is committed to maintaining a drug-free workplace. To this end, the Company reaffirms its policy that the following are strictly prohibited:

reporting to work under the influence of intoxicants, drugs, or controlled substances

using, transferring, or trafficking in illegal drugs or controlled substances in any amount in any manner:

i. on Company premises or in Company vehicles at any time, whether or not performing Company business: or

ii. while performing Company business anywhere, including a clients location, while off Company premises:

using, in any way, Company or client property or the employees position within the Company to make or traffic in intoxicants, illegal drugs, or controlled substances

trafficking in, possession of, or any other use of intoxicants, illegal drugs, or controlled substances in a manner that is detrimental to the interest of the company

In addition to meeting the governments requirements to maintain a drug-free workplace, employees agree, as a condition of continued employment, to abide by this policy and to notify the Company of any drug related conviction no later than five days after such conviction.

Any employee who has problems with job performance where drug use is a suspected cause will be requested to take a drug test. When CGS has reasonable grounds to believe that an employee has violated any aspect of this policy, the employee may be subject to immediate discharge or other disciplinary action.

If you are required to take a drug test you should notify the company doing the test of any prescription medication prescribed by your physician that you are currently taking. Please be prepared to show a copy of your doctors prescription (or a doctors note) for the medication you are taking.


Confidential Business Information/Non-Disclosure

As part of your responsibilities at the Company, you may learn of or be entrusted with sensitive information of a confidential nature. During your employment, any confidential information, including but not limited to production figures or projections; client lists, program materials or concepts; computer processes, programs and codes; intellectual property, marketing methods, programs or related data; tax records; the private or personal information of other employees (except with their express consent); clients, or accounting procedures, shall be considered confidential information, and may only be used in performing work for the Company and must not be divulged to any firm, individual or institution unless you have been given express permission to do so by the Company.

All employees are required to sign a non-disclosure agreement as a condition of employment. Employees who improperly use or disclose trade secrets or confidential business information will be subject to disciplinary action, up to and including termination of employment and legal action, even if they do not actually benefit from the disclosed information.

If you leave employment with the Company for any reason, the law requires that you continue to treat as private and privileged any such sensitive information. You must not use, divulge, or communicate to any person or entity any such sensitive information without the express written approval of the President and CEO of the Company, or his designee. The Company reserves the right to pursue legal remedies for unauthorized use or disclosures of sensitive, confidential information.

Ethics

The integrity and honesty of our employees is most important. As a professional in a service company, you work in a highly respected business and deal with information of a sensitive nature. You must behave in an ethical manner at all times.

General Rules of Employee Conduct

CGS has established Rules of Employee Conduct to promote the safety and welfare of all employees and to protect the interests of both you and the Company. You should be aware that certain actions might result in your immediate discharge. These actions include, but are not limited to:

deliberate or reckless damage to Company or client property or the property of other individuals

theft or dishonesty

falsification of time sheets including the logging in others, medical claims, , , call avoidance, or other Company records .

Allowing access of non-employees to CGS protected areas


bringing any firearm, dangerous weapon, or explosive material into any CGS office or client location, including but not limited to any related facility, such as parking lots, storage areas, etc.

possessing, using, or being under the influence of intoxicants or drugs, unless prescribed by a physician

gambling, fighting, assault, or disorderly conduct, including the use of abusive or obscene language or gestures on Company property

verbal or physical harassment of any employee based on race, color, sex, genetics, sexual orientation, political beliefs or activities, religion, national origin, age, disability, national origin, creed, citizenship, or for any other reason

insubordination, such as interference with or failure to carry out any reasonable order from a supervisor

The downloading or uploading of materials from the Internet, and/or its (re) transmission by electronic communications, of a sexually explicit, prejudicial or discriminatory nature

sleeping on the job or other misuse of company time

excessive or unjustified absences or tardiness

the use, by employees, of any electronic devises to record business discussions without the express permission of all parties involved; and

any other conduct that, in the discretion of the Company is deemed adverse to its, or its clients interests.

Workplace Violence

CGS does not tolerate any type of workplace violence committed by or against an employee, or other personnel. Any potentially dangerous situation must be immediately reported to a Supervisor, Site Manager, or to Human Resources. Reports or incidents warranting confidentiality will be handled appropriately. No employee will be retaliated against whom, in good faith, reports a violation of this policy. Employees who have been found to violate this policy will be subject to disciplinary action, up to and including termination of employment.

Litigation Matters

If you, as a CGS employee, are approached by a lawyer or a potential litigant to discuss matters concerning transactions of the business at any CGS location, either formally or informally pursuant to judicial subpoena, you should immediately:

refer the litigant or his or her attorney to the Office of the President or General Counsel of CGS;

notify the Office of the President or General Counsel of the contact and the nature of the


potential litigation;

make sure that the Office of the President or General Counsel is kept informed of any developments relating to the pending litigation.

At no time, should any employee speak on the Companys behalf without the express consent of the President or General Counsel of CGS.

Media Relations

CGS global marketing team is responsible for all of the Companys and its subsidiaries' public relations and analyst relations activities. Marketing works directly with CGS business units, product groups and international locations to ensure that unit and regional goals and objectives are in line with the Companys overall marketing objectives.

All proposed public relations materials (i.e. proposed news releases, customer success stories, contributed articles, speaking and award opportunities) must be submitted to CGS Marketing for prior review and approval.

If you are contacted directly by a member of the press requesting comment or information, immediately refer them to CGS Marketing.

Open Door Policy

At CGS, any employee should feel free to discuss matters concerning employment or Company operations with any member of management. You can speak to any manager in-person or can communicate by letter or e-mail without fear of retaliation. You are encouraged to discuss recommendations and to voice any concerns.

The Open Door Policy means that every executive at CGS has an open door to any employee who has questions, concerns, complaints, or problems. CGS recognizes that situations may arise in which Company policies and procedures may seem inappropriate. Through the Open Door Policy, the Company hopes to encourage employees to address company issues with which they may disagree.

Normally, an employee should first speak to his or her immediate manager. However, there may be situations in which this is not appropriate. In such a case, the employee is encouraged to speak to the Vice President of Human Resources or any other CGS manager. In addition, you may use the Open Door Policy to appeal decisions of your immediate supervisor.

The Open Door Policy is a vital part of the CGS employee relations program. It provides an important method for resolving employee concerns. In addition, by reviewing the issues raised from a broader prospective, CGS can determine whether a larger problem exists, thus using the Open Door Policy as a continuing means for Company improvement.


Use of the Internet and Electronic Communications

If your job requires the use of the Internet and/or electronic communications, CGS and/or our clients will provide you with access to these services.

To foster an efficient and professional business environment, and to prevent possible inappropriate use and/or misuse of CGS or client property, it should be understood:

The Company and/or our clients reserve the right to monitor your Internet and electronic communications use at any time and without notice in order to ensure they are being used properly for Company business.

The Company reserves the right to revoke Internet and electronic communications privileges at any time with or without prior notice.

Internet systems and electronic communications are company and/ or client property and should be used for business purposes only. Under no circumstances are they to be used to communicate any derogatory, offensive or inappropriate messages.

Use of private passwords or codes or making electronic communications confidential or private will not limit CGS ability to monitor its system, and the deletion of a message or file may not fully eliminate the message from the system.

All confidential, copyrighted or proprietary information stored or communicated electronically must be treated with the same degree of care as if it was in written form.

The downloading or uploading of materials from the Internet, and/or its (re) transmission by electronic communications, of a sexually explicit, prejudicial or discriminatory nature is strictly prohibited.

The downloading of games or movies.

Use of electronic communications and the Internet system for any solicitations, whether political, charitable, personal, and religious or for any other purpose is strictly prohibited.

When Computer Generated Solutions, Inc. has reasonable grounds to believe that an employee has violated any aspect of this policy; the employee may be subject to immediate discharge or other disciplinary actions. If you receive inappropriate materials via email or the internet you must immediately report the occurrence to the Vice President of Human Resources.

Social Media

Computer Generated Solutions (CGS or the Company) recognizes that the Internet provides unique opportunities to participate in interactive discussions and share information on particular topics using a wide variety of social media, such as Facebook, Twitter, blogs and wikis. However, employees' use of social media can pose risks to the Companys confidential and proprietary information, reputation and brands, and can jeopardize the company's compliance with business rules and laws.


To minimize these business and legal risks, as well as to avoid loss of productivity and distraction from employees' job performance and to ensure that the company's IT resources and communications systems are used only for appropriate business purposes, the Company prohibits the viewing of this media during working time. The Company reserves the right to take disciplinary action, up to and including termination of employment if an individuals use of social media includes any material that is obscene, defamatory, profane, libelous, threatening, harassing, abusive, hateful or embarrassing to another person or entity.

The CGS logo is never to be used within a Blog, a social networking site, or otherwise without express permission from the President

Employment At-Will

All employment with CGS is at will. This means you are free to leave your employment at the Company at any time, without cause or reason, and without notice. Likewise, the Company has the right to end your employment at any time, without cause or reason, and without notice. The Company also has the right to manage its work force and direct its employees as it sees fit to manage its business. This includes the right to hire, transfer, promote, demote, reclassify, lay off, terminate, or change any term or condition of employment at any time, without cause or reason and without notice.

Although the Companys employment policies may change from time to time, no one other than the President and Chief Executive Officer (CEO), may enter into any agreement for employment for a specific period of time or make any agreement contrary to the at-will employment policy described above. Any such agreement must be in writing and signed by the President and CEO, or his designee.


Chapter 2 - Your Job and Responsibilities

Employment

You have been carefully selected for the position you hold, and CGS believes you have the qualifications to perform the job well. Our interest in you is a continuing one. As new opportunities arise, the Company will make every effort to review your qualifications in an effort to provide you with the opportunity to develop your skills. Developing new skills will increase your value to CGS, provide opportunities for advancement, and will make appropriate use of your capabilities. Remember, the best way to prepare yourself for promotion is by first demonstrating capabilities within your current job responsibilities.

Employee Referrals

CGS encourages employees to recommend candidates for positions at the Company. Experience shows such referrals are an excellent source of new employees. Please see your HR Representative to learn more about our referral bonus program.

Employment of Relatives

Family relationship is no bar to employment at CGS. However, to avoid the possibility or perception of nepotism, a supervisor-subordinate relationship among related employees is discouraged. Approval of the President must be obtained before the supervisor-subordinate relationship is established.

Your Supervisor

Your supervisor is one of the first people with whom you will come in contact when you start working for CGS. He or she will give you whatever instructions you need. Your supervisor will also see that you meet your fellow employees and clients in an effort to help get you off to a good start on your new assignment. If you have any questions about your assignment or about any other aspect of your work, do not hesitate to discuss them with your manager.

Your Employee Classification

Upon hire, you are classified according to the following categories: full-time, part-time or temporary.

Full-time employees are those hired to work the normal scheduled workweek or at least 30 hours per week. They are eligible for all benefits offered by the Company for like positions at their respective worksites.

Part-time employees are those hired to work less than 30 hours per week. They are not normally eligible to participate in Company benefit plans.

Temporary Employees are those hired with a planned limit to their length of service with the Company. They are not eligible to participate in Company benefit plans.


Hours of Work

At CGS, the workweek is 40 hours. In the call center, your manager will explain what shift(s) these hours are to be worked.

Attendance and Punctuality

CGS depends on each employee. If you are late or absent, the Company and its clients are affected.

Occasionally, due to an emergency, you may find it necessary to be absent from your job. In such cases, you should notify your manager in advance, if possible, so that arrangements can be made to have your work taken care of on the date that you are absent. If your absence is due to illness or some other unexpected event, please notify your manager as soon as possible. Do not stay away from your job unless it is absolutely necessary; otherwise, your absence burdens the Company, the client, your manager, and your fellow employees who have to do your share of the work.

While most employees make an effort to be at work on time, it isnt fair for a few to repeatedly come in late. When you are late, please report the reason to your manager. Also, call in advance if you expect to be delayed.

If you repeatedly fail to notify your manager of your absence, or if you fail to obtain permission for an absence from work, you may be subject to disciplinary action, up to and including termination.

Remember punctuality and your record of attendance has a bearing on your performance appraisal and your progress in the Company.

Please make sure that you familiarize yourself with the Companys Attendance and Tardiness policy for the Call Center.

Time Accounting

Every CGS employee must account for his or her time weekly by completing a Weekly Electronic Time Sheet. Your time sheet is due in Payroll each Monday. If you are on vacation for an entire week, you must submit the time sheet before you leave.

Time accounting information is entered into the CGS accounting system, which is used by the Company to manage the operations, administration, and information of the business.

Once a paycheck has been processed you may not claim PTO time for a previous weeks time.


Your Human Resources Records

The Company maintains Human Resources records for each employee from the time that he or she begins working for the Company. These records are important because they:

are the basis for salary payments made by Payroll; contain your employment history and important personal data; guide management in decisions concerning promotions, transfers, and new

assignments; are records of your salary changes and other personnel action.

It is to your advantage to see that your Human Resources records are kept up to date. Whenever you change your address, marital status, number of dependents, or other pertinent information, please notify Human Resources by properly completing a Personal Action form.

Technical Resume Update

It is extremely important that CGS files contain up-to-date resumes of all technical staff members. Please submit an updated resume to your CGS manager prior to completion of each project. If you require assistance, a Technical Resources Manager can help you prepare your resume.

Your Privacy

The Company respects the rights and dignity of each employee. The following principles have been adopted to protect the privacy of each CGS employee. The Company:

requests, uses, and retains only the personal information about employees that is required for business or legal reasons;

protects and preserves the confidentiality of all personal information in Company records and files;

provides employees with adequate access to their personal information in Company files, and provides the right of each employee to correct inaccurate information or express disagreement with information that the Company maintains;

does not release information to outside sources without your written approval (except simple employment verifications and in response to legal requirements);

requires each employee to follow Company standards on the confidentiality of personal information about clients and other employees. Employees should refer all requests for such information to the Human Resources Department;

However, in order to protect the Company under law and regulation, the Company reserves the right to search Company property, including but not limited to computers, in any employees possession.


Ideas and Suggestions

The progress of any organization depends to a large degree upon the ideas and suggestions of its employees. CGS welcomes your ideas. We consider them to be a valuable contribution.

Please tell us of any constructive ideas about:

new services

improving methods and procedures

reducing costs

other subjects

Employee Covenant and Confidential Information Agreement

All CGS employees are required to sign an Employee Covenant and confidential information agreement. The purpose of this agreement is to protect CGS from employees exploiting, for personal gain, a business relationship that has been established as a result of their association with CGS.

Subject to state laws and regulations, the covenant provides that for a period of twelve (12) months after the end of your association with CGS, you cannot seek employment or perform work for a client that you directly rendered services to, or learned of, as a result of your work association with CGS. Only in these situations are you prohibited from pursuing direct work relationships. The definition of a client is specified in the Covenant Agreement.

Patents and Copyrights

When you join the Company, you are required to sign a covenant agreement that gives the Company all rights to any inventions, ideas, or writings that you originate during your employment with CGS, whether conceived:

by you alone or jointly with others;

during or after your regular working hours; and

directly or indirectly for the benefit of CGS business.

This agreement does not apply to any inventions or copyrights that you develop prior to employment with CGS, if they are disclosed at the time that the agreement is signed. You are asked to promptly and fully to disclose to the Company any idea you believe is subject to patent or copyright. The President determines whether an invention is of sufficient interest to warrant further action by the Company. The President also determines whether or not the Company will release rights to you. Much of CGS work is done for hire; therefore, such work is the property of the client not CGS or its employees.


Publication of Technical Articles and Papers

As a CGS employee you are encouraged to write and present technical papers to national societies or associations and to write articles for publication in trade or business magazines. Acceptance of a technical paper or articles by national societies or associations results in benefits to both you and the Company. You gain professional recognition, and at the same time the Company receives favorable publicity.

These papers and articles should be submitted for review, to your Vice President who will forward it to the Legal Department for approval. Written legal approval must be secured prior to the presentation or publication of any article or paper.

Use of Copyrighted Material

As an author of a CGS document or report, you must obtain written permission from the publisher before including any material covered by a copyright. In addition, material not covered by a copyright may nonetheless be subject to restraints imposed by a military, security or other classification. Whenever there is doubt, contact the Vice President, Human Resources who will research the issue for you.

.Appearance

Always remember that you represent CGS. You have a personal responsibility to present a businesslike, professional appearance. Good grooming, personal hygiene, and appropriate dress are essential at all times.

Outside Work

As a CGS employee, you may not accept remuneration from anyone other than CGS for work activities representing a conflict of interest to those services performed by CGS (whether or not work is directly competitive with that performed by CGS), unless you first obtain the written permission of your CGS manager.

Salaries

To attract and retain a competent staff, CGS maintains a competitive range of salaries for each position. Typically, once each year, Human Resources makes a comprehensive survey of pay rates to ensure the competitiveness of our salary structure.

Pay Periods

At CGS, you are paid biweekly. Our payroll period start on Saturday and ends on Friday.

Direct Deposit Program

CGS encourages Direct Deposit. The direct deposit program permits you to have your entire net pay automatically, credited to your checking or savings account. To enroll in this program, you must:

verify that your bank can handle direct deposits;


obtain your banks Transit/ABA number;

send a copy of a voided check to the Payroll Department attached to a Direct Deposit form.

For direct deposit into a savings account a letter from the bank with the Transit/ABA number and Account Number must be submitted. The letter has to be accompanied by the Direct Deposit form.

The Direct Deposit program takes two to three pay periods to initiate. After Direct Deposit has begun, you will no longer receive statements. Statements detailing your salary and deductions for the current pay period and year-to-date information will only be available via iPay (see information below.) The instructions to register on iPay are included in your new hire packet. If for any reason you do not have the instructions, please contact Human Resources. Information necessary to register on iPay is on your first check statement. Please be sure to register on iPay before your direct deposit begins. The iPay website is https://ipay.adp.com/index.jsf. Depending on your banks procedures, you may also receive a record of the deposit directly from your bank. If you want to make any changes to your Direct Deposit, you must complete a new Direct Deposit form and send it to Payroll.

ADP iPayStatements

Through ADP, our payroll provider, we are able to offer you electronic access to your earnings statements and W-2 forms 24 hours per day, 7 days a week. In addition, you can make changes to your W-4. Simply type in your changes, print the form, sign it and forward the completed form to Payroll for processing. Upon registration, you may elect to have an automatic email notification sent to you when your current earnings statement is available. Included in the email is a direct link to the iPayStatements.

Payroll Deductions

On each payday, deductions are made for federal, state, and local income taxes to which you may be subject. The amounts withheld are governed by the exemptions indicated on the most recent W-4 form and state withholding form (where applicable) that you have submitted to the Company. It is your responsibility to keep your exemptions up to date. You may file a new W-4 form at any time.

The Social Security Act requires the Company to deduct a percentage of your salary from each paycheck, up to a specified annual maximum, as your contribution toward Social Security. The Company is also required to contribute toward your Social Security. If you participate in any benefits programs that require employee contributions (such as Medical, 401(k), etc. for which you have authorized), these contributions are also deducted from your paycheck. W-2s will only be accessible on the iPay website. By January 31 of each year, CGS will notify you when your W-2 statement will be available to download. If you have elected automatic notification on iPay you will also be notified via email. The W-2 statement shows your total taxable earnings for the previous year, as well as the amounts that have been withheld for federal, state, local, and Social Security taxes.


Overtime Pay

The Company attempts to limit the amount of overtime work. However, situations may arise when your departments workload may require you to work overtime. All overtime must be properly recorded on your time sheet, and have prior approval. Working overtime without prior approval may lead to disciplinary action against you, up to and including termination.

Employees will be paid overtime in accordance with local, state and federal law.

Promotions and Transfers

It is the Companys policy to promote from within whenever possible. Many of our supervisors and departmental managers have reached their present positions through promotion within the Company. Of course, your qualifications, performance in your present position, and tenure with the Company will be considered when there is an opening to be filled.

Performance Appraisals

Your performance is continually reviewed by your immediate supervisor and your departmental manager. Typically, you will receive a performance evaluation once a year designed to:

provide you with a clear assessment of your job performance;

strengthen your relationship with your supervisor by encouraging a free and frank exchange of views;

give both you and your supervisor a chance to exchange constructive ideas on your growth during the year, contribution to the Company, goals and objectives for the coming year, and career direction.

Reporting Illness and Injury While on the Job

If you become ill or injured while at work, regardless of how minor it may seem report it immediately to your manager. Reporting illness or injury while on the job is a requirement under the Federal Occupational Safety and Health Act of 1970 (OSHA).

Safety

Seemingly unimportant activities can often result in serious accidents. For your own safety and the safety of others, be careful about hurrying through doors and around blind corners, watch your step when entering and leaving elevators, and remember to close file drawers.

If you become aware of a possible hazard, report it immediately to your supervisor or manager. A little thoughtfulness and care on your part can prevent an unpleasant accident.


Security

CGS is committed to providing a secure environment for its employees. To this end, the Company has set up the following guidelines:

All visitors are required to sign in and sign out.

All visitors are to be escorted from the reception desk to the location that they are visiting. All visitors at the office for training are to be given a visitors pass to use on CGS property.

Sensitive and confidential business documents are to be cleaned off of the tops of desks and tables in the evening and placed in locked desk drawers or file cabinets before you go home.

Send all confidential or business sensitive information in a sealed envelope marked confidential.

Do not leave personal items unattended.

Lock doors when you leave after work.

If you are authorized to work late or on weekends, lock the doors while you are in the building.

CGS reserves the right to search any property or person on Company property, including employees or visitors.

Report any suspicious events to your manager or Human Resources

Computer Protection

An employee may not intentionally interfere with the normal operation of the Companys or a clients computer system. This includes the introduction or propagation of any code, programming instruction or set of instructions that is intentionally constructed with the ability to damage, interfere with, or otherwise adversely affect computer programming code, data files or hardware, or the use of personal passwords, without the prior written consent and intent of the Company or client.

Smoking/Non-Smoking Policy

Smoking is prohibited in all CGS offices. If you want to smoke, you must use the outside area provided. Use of smokeless tobacco products is also prohibited within our offices.

Contributions and Solicitations

We believe employees should not be disturbed or disrupted in the performance of their job duties. For this reason, solicitation of any kind by one employee of another employee is


prohibited while either person is on working time. Solicitation by non-employees on Company premises is prohibited at all times.

Distribution of advertising material, handbills, or printed or written literature of any kind in working areas of the Company is prohibited at all times. Distribution of literature by non-employees on Company premises is prohibited at all times.

Business and Travel Expenses

It is CGS policy to reimburse employees for authorized and reasonable out-of-pocket business expenses.

You are expected to minimize your travel-related expenses and make the choice that results in the least expense to the Company, when appropriate.

Air Travel You are requested to make all business air travel arrangements through the corporate travel agent. All non-billable travel requires prior approval by either the President or the CFO before the trip is taken. All billable travel requires the approval by the Regional/ Divisional Vice President before the trip is taken. Arrangements should be made as far in advance as possible. Tickets should be charged directly to the CGS business travel credit card.

Lodging Hotel expenses will be reimbursed if you are required to travel overnight on Company business. Reservations should be made for a standard room and booked through the Company travel agent.

Telephone, Laundry, and Valet Service While traveling on business, you will be reimbursed for local calls, business-related long distance calls, and a reasonable number of calls to your family. You will be reimbursed for business calls made from your home telephone. If your manager has determined that you require a cell phone to perform your job function, CGS will reimburse you the actual costs incurred up to a maximum of $50 per month, or as required by applicable state law. If you are required to travel in excess of five consecutive days, you will be reimbursed for laundry and valet services. You may charge these expenses to your lodging bill, but you must report them separately on your expense report.

Automobile Rentals The Company recognizes the need for employees to occasionally rent automobiles for business reasons. All reservations for rental cars must be made through the Company travel agent. Cars that are rented for Company use may only be driven by the employee (s) to whom the rental contract is issued.

Use of Personal Cars

Local Travel - Technical Staff members who are between engagements are responsible for commuting to and from their CGS office and to client interviews. All non-technical


employees are responsible for commuting to and from their CGS office.

Reimbursement - If you use your personal car for Company business, CGS will reimburse you the present CGS mileage allowance in effect. This reimbursement is to cover the cost of gas, maintenance, repairs, and insurance while on Company business. Fees for bridges, highway tolls, ferries, parking, etc. incurred while conducting Company business are reimbursed at cost. To be reimbursed, you must submit an approved expense report with original receipts attached. Reimbursements do not apply to commuting. In general, CGS technical staff members are responsible for the cost of commuting to their clients office. If you use your car, CGS will reimburse you the present CGS mileage allowance for each mile in excess of the 50-mile per day limit. If you exceed the 50-mile minimum, you also receive reimbursement for parking and tolls. The distance is based on the shortest reasonable distance between your home and the work location. You must receive prior approval from your CGS manager before these expenses will be reimbursed. To receive reimbursement, you must list the expenses on your expense reports.

Business Meal Expenses

CGS will only provide reimbursement for meal and entertainment expenses incurred in connection with existing or prospective clients. CGS employees are not authorized to expense meals with co-workers unless authorized or for a business purpose.

Qualified meal and entertainment expenses involving existing or prospective clients should be limited to what is reasonable and customary in your geographical area (however, the total expense is not to exceed $100, or as required by applicable state law). Expenditures anticipated to exceed this limit must be pre-approved by the CEO.

While traveling out-of-town on qualified business matters, CGS will reimburse employees for meal expenses. However, employees are not authorized to incur meal expenses exceeding $40 per day, or as required by applicable state law.

Expense Reporting

Travel and entertainment expenses incurred while on Company business must be reported and submitted to your CGS manager for approval within 45 days of the date the expense.

Documentation - Only original receipts, invoices, etc. will be accepted as proof of an expenditure on the expense report. Keep a copy of the document as a backup. The original receipt must have the date of the transaction, the purpose of the transaction and the attendees. Approvals - You may not approve your own expense report. If the expenses incurred are not billable to a client, the expense report must be approved and signed by your division manager. If the expenses incurred are billable to the clients account, the expenses must be approved and signed by your CGS manager.

Reporting Deadline Date - All expense reports must be submitted to Accounting with the required signature within 45 days from the date the expense was incurred. If you are late, there may be a delay in processing your expenses reimbursement check.


Driving Policy

Employees who drive regularly for the Company will have to have their motor vehicle records checked periodically to ensure that they maintain a safe driving record.

Hand Held Devices

Employees are not permitted to use mobile phones or any other hand held device while operating a vehicle, whether rented or personal, while on Company business.


Chapter 3 - Your Privileges and Practices

Personal Time Off

CGS believes that time off from work is essential to your health and well being. Therefore, the Company provides personal time off (PTO) to full-time employees. You are strongly encouraged to use your full allotment of time each year. Part-time employees and employees who are on non-paid leave of absence do not earn personal time off.

Accruing PTO Time

You accrue ten (10) hours of PTO for each completed calendar month of service which is equivalent to fifteen (15) days per year. Employees who start on or before the 15th of the month will have that month apply towards their accrual. However, for this first month only the accrual will be five (5) hours. No PTO may be taken within your first ninety (90) days of employment

Employees who have been with the Company for 5+ years accrue time at the rate of 13.33 hours per completed month of service.

An employee who is out on leave does not accrue PTO time until they return to work.

You must work your next scheduled work day after your PTO day in order to receive PTO pay.

You may not borrow PTO time from future days that you have not earned.

Scheduling Your PTO Days

With the approval of your CGS manager, you may take your personal time off. You should schedule your time in advance. CGS recommends that if you are planning on taking five or more consecutive days you give at least two weeks notice to your manager. Your requests for PTO time should be submitted to your manager in writing. Approved PTO time may be taken in increments of one hour.

PTO time may not be used to create an overtime situation. Employees will only be paid overtime in cases where they actually worked more than 40 hours in a week or exceeded a daily state overtime provision. PTO may not be used to extend the workweek beyond 40 hours.

If You Are Assigned To A Client Site

When scheduling extended PTO (five days or more) while at a client site, you must be sensitive to the needs of the client. All PTO requests must be submitted to your CGS Manager. Your CGS Manager will ensure that the client has adequate coverage during your absence.

PTO Carryover

You are encouraged to use the PTO days you have accrued. You are permitted to carryover up to eighty (80) PTO hours per year. Employees with 5+ years of service may carry over up to one hundred twenty (120) hours per year.


Payment in Lieu of PTO

. You may not cash in PTO days

PTO Record Keeping

You are personally required to record any PTO time taken on your time sheets. Failure to properly do so can result in disciplinary action. The time entry system will provide a warning if your requested PTO is in excess of what you have available. Please note that managers cannot enter PTO time into the time entry system on an employees behalf.

If Your Employment Ends

Unless required by state law, you will not be paid for PTO days that have not been taken by the date your employment ends, for any reason.

Election Day

CGS encourages each eligible employee to vote in primary, local, national, or special elections. Generally, your work schedule should allow you enough time to vote without taking time off or making you late for work. According to federal law, if you have two hours between the closing of the office and the closing of the polls, you have sufficient time to vote.

Jury Duty - Appearance as a Witness

Jury service is a civic duty that should not be avoided. CGS hopes that its employees will not seek deferment, except on the most urgent grounds.

CGS wishes to cooperate with its employees concerning jury duty, and will pay you your regular base pay in addition to any jury duty pay received for a maximum of two weeks or in accordance with the laws of your state. Exempt employees will be paid their full salary for any work week interrupted by jury service, regardless of their length of service. If you are called, immediately notify your manager, and submit a copy of your summons.

Your excused absence will be governed by the time stated in your summons, up to two weeks. If you are required to serve beyond the period specified in the summons, notify your manager immediately.

If you are released from jury duty obligations for a full day, and you do not report to work, you will not be paid for that day. When you return to work, submit a statement of earned jury pay to your manager.

In accordance with various state laws, if you are called as a witness in a court action, you will be paid for the time required to be in court. This does not apply to appearances in court for your personal business, for which you must use PTO or time off without pay.


Weather and Emergencies

CGS expects each employee to make reasonable efforts to report to work in inclement weather situations. We will remain open in all but the most extreme circumstances. Unless an emergency closing is announced, all employees are expected to report to work. However, all employees are urged to use their own discretion in deciding whether they can commute to work safely. When an emergency closing has not been declared, employees who do not report to work because of inclement weather have the option of taking personal time off, or leave without pay.

Military Leave

If you are a reservist or a member of the National Guard and are required to serve for a period of military training, you will be granted a leave of absence, provided that the expected duration of the military service does not exceed two weeks plus necessary travel time. To be eligible for this leave, you must submit a request with a copy of your military orders to your manager. The Company will pay the difference between your regular base pay and the military pay that you receive up to a maximum of two weeks pay per year. Upon your return to work, you are required to submit to your manager evidence of satisfactory completion of training duty and a statement of military pay earned. This pay statement will be used to calculate your supplemental pay. Employees called to active duty in the U.S. military or the National Guard are eligible for an unpaid military leave of absence in accordance with state and federal law.

You should give your supervisor as much advance notice as possible of the need so that the Company may arrange for appropriate coverage in your absence. During your absence, your benefits will continue as required by applicable law. Upon application within the appropriate time period after your date of termination from military service, you will receive the then-current rate of pay and the then-current benefits.

If you are required to attend yearly Reserves or National Guard duty, you can apply for an unpaid temporary military leave of absence not to exceed 17 days (including travel). However, if you prefer, you may use your earned vacation time for this purpose. Please contact the Vice President, Human Resources for more information.

Employees on military leave will not be compensated for holidays that fall during their time in service.

Family Medical Leave

It is CGS policy to comply with the federal Family and Medical Leave Act, and all other state and local laws relating to family leave. CGS will not interfere with, restrain, or deny any rights under this Act, nor discriminate against employees for exercising their leave rights under this law.

If you have been employed by the Company for at least 12 months, you are eligible to take a leave under this policy, without pay, for the following reasons:


the birth of a child or in order to care for that child within 12 months of the event;

a childs placement with you for adoption or foster care within the first 12 months of the event;

to care for a spouse, child, or parent with a serious health condition (including both physical or psychological care). Your right to this type of leave may not be limited by the availability of another family member to care for an ill family member. In addition, a father may take leave during his wifes childbirth and recovery;

a serious health condition for yourself that makes you unable to perform the functions of your position. You need not be physically or mentally incapacitated to the point that you are unable to perform the functions of your job. This leave may be taken in order to receive treatment.

A qualifying exigency arising out of a covered family members active duty or call to active duty in the Armed Forces in support of a contingency plan; and/or

To care for a covered family member who has incurred an injury or illness in the line of duty while on active duty in the Armed Forces provided that such injury or illness may render the family member medically unfit to perform duties of the members office, grade, rank or rating.

Under the terms of this policy you are eligible to take up to 12 weeks of leave (26 weeks to care for a family member injured while on active duty) or the maximum allowed by state law, during any 12- month period. You are eligible to take this leave all at one time or on an intermittent basis (working fewer hours or days during the regular workweek to care for sick family members or you). Intermittent leave is not available for care of a newborn, or newly adopted child. If both you and your spouse work for the Company, both of you may take this leave, up to the combined total of the maximum number of weeks per year. The following definitions apply for purposes of this policy:

Hours Worked is the time for which you are entitled to compensation under the Fair Labor Standards Act which generally is the time you are required to at your job and permitted to work. Hours worked will be calculated from your date of hire to your first anniversary date.

Serious Health Condition includes any illness, injury, impairment, physical or mental condition which requires In-patient care at a hospital, hospice or residential medical facility; or a condition which requires absence from work, school or other regular daily activities of more than 3 calendar days that also involves continuing treatment by or under the supervision of a licensed health care provider; or continuing treatment for a chronic or long term condition that is untreatable or is so serious that if left untreated, would likely result in a period of incapacity of more than 3 days; or prenatal care.

Health Care Provider is defined as a doctor of medicine, a doctor of osteopathy, a podiatrist, a dentist, a clinical psychologist, an optometrist, a chiropractor, a nurse practitioner, or a nurse midwife, who are authorized to practice in the state in which they


practice and are performing with the scope of their practice under state law, or Christian Science Practitioner (subject to independent examination).

Spouse is a husband or wife as defined or recognized under applicable state law, including a spouse by common law marriage in states where it is recognized.

Parent is defined as the biological parent of an employee or an individual who stood in the place of a parent to an employee when the employee was a son or daughter. The term does not include in-laws.

Child is defined as any person who is under 18 years old. Any person 18 years or older who is incapable of self-care because of a mental or physical disability is a child if the persons relationship to the employee is that of biological, adopted or foster child; a stepchild; a legal ward; or a child of a person standing in the place of a parent.

Covered Service Member Those members of the Armed Forces, including the National Guard or Reserves, who are undergoing medical treatment, recuperation or therapy, are in outplacement status, or are on the temporary disability retired list due to an injury or illness incurred in the line of duty.

Covered Family Member An employee who is a spouse, son, daughter, parent or next of kin (defined as the nearest blood relative) of a covered service member.

To apply for this leave, you must submit a formal request for the leave to the Vice President of Human Resources at least 30 days prior to the start of the leave. The Company requires you to periodically report your status to your manager and your intention to return to work.

If this leave is necessary to care for your health problem, the Company will request certification from your physician indicating the medical necessity for this leave. If the leave is to care for the health of a family member, a certificate from the attending physician is required, indicating that the patient requires assistance and that your presence would be beneficial. If you require an intermittent leave or work a reduced schedule, your certificate must include dates and the duration of treatment, as well as a statement indicating the necessity for working this schedule. In these cases, copies of these certificates must be provided to the Vice President of Human Resources.

Any accrued PTO time will be charged concurrent with your FMLA leave prior to you going on unpaid leave status..

While on a Family Leave, your Company-sponsored benefit plan will continue to be in force at the same level and under the same conditions that coverage would have been provided had you continued working, as long as you express a qualified intention to return to work. You must continue to pay your portion of the insurance premiums. PTO accrued while on leave may not be used prior to your active return to work.


Bereavement Policy

Realizing that many difficult decisions are required in this time of emotional stress, it is the Companys policy to allow employees the time required to take care of necessary arrangements and attend funeral services. Full-time employees will be granted up to three days off with pay (eight hours per day), for the death of a member of the immediate family. Part-time employees may take up to three days off without pay for the death of a member of the immediate family. If additional time is needed, it may be provided without pay upon the approval of your manager.

Immediate family is defined as a parent, guardian, spouse, child, brother, sister, grandparents, grandchild, mother or father in-law, or dependent in your residence.

In the case of the death of a relative who is not a member of your immediate family, (aunt, uncle, niece, nephew 1st cousin) one days absence with pay will be granted for full-time employees.


Chapter 4 - Facilities and Services

Conference and Training Rooms

CGS has conference rooms and training facilities available for Company meetings and training programs. Arrangements to use these rooms may be made in advance by contacting the employee in your office who is responsible for coordinating their use.

Mail Room

All processing for interoffice or outside distribution of mail is performed through the mailroom. Before you send any excessively large mailings or interoffice distributions, make arrangements in advance with the person in charge of the mailroom. You may mail your personal correspondence through the mailroom at your own expense.

Telephone and Fax

The telephone is a vital means of communication with our clients and requires unfailing courtesy and prompt attention. It is important that you answer your phone when possible, rather than letting voice mail take the call.

A business-like response is to give your name or the name of the person whose telephone you are answering, Ms. Smiths desk. Do not just say Hello.

There are occasions when personal telephone calls are necessary, but since our lines are extremely busy, personal calls should be kept to a minimum and should be as brief as possible.

An office telephone directory has been prepared to provide the telephone extension of each employee. The directory is for internal use only and may not be sold or provided for use outside of the Company. Fax services are also available.

Bulletin Boards

Bulletin Boards are placed in various locations throughout our offices for posting notices, items of interest and to make general announcements regarding changes in procedures. You should take note of them on a regular basis. Bulletins Boards are to be used for business purposes only.

Visitors

Visitors to employees on personal matters are not encouraged. However, when necessary, an employee may be called to the reception area to briefly talk to visitors there.

Recreational Activities

The Company sponsors recreational activities including basketball and other team sports. Only employees of CGS may play on these teams.


Chapter 5 - Your Company Benefits

Introduction

CGS offers its full-time employees the option of participating in the Company-sponsored Group Benefit Plans. The Company provides or makes available these benefits for your financial protection in the event of illness or death. The following is a brief explanation of these benefit plans; please review each of the booklets provided for these Plans.

Your Group Term Life Insurance

The purpose of this Group Term Life Insurance Plan is to provide your dependents with financial security in the event of your death. If you are a full-time employee and work at least 30 hours per week, you automatically become a participant in the Company-sponsored Basic Group Term Life Insurance Plan on the first of the month following your employment with CGS.

Your Group Medical Insurance

The purpose of the CGS Medical Health Plan is to provide you and your family with protection against the high costs of medical expenses. Because all our needs are different, CGS offers you a choice of medical plan options. If you are a fulltime employee and work at least 30 hours per week, both you and your eligible dependents can enroll in one of these options on the first of the month following the completion of three months of service. Coverage will begin on the first of the month following your enrollment. If you elect not to participate in this benefit you must complete the enrollment form and indicate that your have elected to waive this benefit on that form.

Your Prescription Drug Plan

As part of your health plan, CGS provides you and your covered dependents with a Prescription Drug Plan, which is designed to provide financial assistance against the high cost of prescription drugs and refills. When you join the CGS Medical Plan you are automatically enrolled in the CGS Prescription Drug Plan.

Your Group Dental Insurance

CGS provides its employees with the option of participating in the Company sponsored dental plan as a means of assisting our employees with the cost of maintaining good dental health. Because all our needs are different, CGS offers you a choice of two dental options, a PPO and a DMO. If you are a full-time employee and work at least 30 hours per week, both you and your eligible dependents can enroll in either of these options on the first of the month following the completion of three months of service. Coverage will begin on the first of the month following your enrollment. If you choice not to participate in this benefit you must complete the enrollment form and indicate that your have elected to waive this benefit on that form.

Medical Records Privacy Information

The CGS health plan uses medical records information about you and your covered spouses and dependents only for paying claims and other legally permissible purposes. The plans privacy policies and procedures are designed to satisfy the applicable requirements of the


Health Insurance Portability and Accountability Act (HIPAA) privacy regulations issued by the U.S. Department of Health and Human Services.

The plans privacy policies and procedures are discussed in more detail in the plans Notice of Health Information Privacy Practices, a copy of which has been provided to you, and in the plans formal privacy policies and procedures document. Please contact the Plan Administrator if you have any questions about the plans privacy policies and procedures.

Your 125 Tax Exempt Spending Plan

CGS provides you with a Flexible Spending Plan which helps you reduce the cost of some of your benefits. Normally every paycheck that you receive, your taxes are deducted first, and then your insurance premiums are deducted from your take home pay. Under this program, your healthcare insurance premiums are deducted before taxes. This may lower your taxable income, which in turn lowers the amount of Federal Tax (a

call center employee handbook 2011

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