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SH18-020 SECURUS EMESSAGING -Product Description
DETAILED PRODUCT GUIDE Securus eMessaging | Release 1.0 3/1/18 © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 2 PRODUCT DESCRIPTION © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 3 PRODUCT NAME & DETAILED DESCRIPTION Securus eMessaging is a new platform that will enable paperless written communication between family and friends and inmates. The public can also attach a photograph. The platform is accessed by the facility via their S-Gate login to SCP where all activities associated with eMessaging are managed. Inmates access their eMessaging inbox from ConnectUs XL and S-Phone terminals and SecureView subscriber and facility tablets using their security PIN. Family and friends access the eMessaging system from the Securus mobile app, Securus Online (www.securustech.net) on a desktop PC or through a mobile optimized web view on mobile phones and tablets. No public email client is used to send and receive eMessages. eMessaging must be configured for all sites in the contract. Facilities can create a word watch list that will mark and identify watch list words and phrases for further assessment by either the inmate or the public. If watch words are detected they are easily identified and highlighted. eMessages can be auto approved and forwarded to the inmate if no words are detected from the watch list and no photos are attached. Facility also has the option to approve all messages. If the message is a clear violation of facility policy or includes watch words it can rejected and not forwarded to intended recipient. If the message is rejected a rejection notification is sent to the sender (family/friend or inmate) using a list of common reasons and can also include specific message to sender. Rejection reason can be modified by Securus. Facilities have many options in reviewing and searching messages when they arrive or during the life of the contract. eMessage search can be performed on inmate, family and friend, or letter ID. Family and friends purchase books of stamps to pay for eMessages. They may also elect to prepay for an inmate reply one message at a time. Inmates do not have the ability to send messages except when the public prepays for a reply at this time. A reply stamp sent to an inmate can only be used to reply to the sender who paid for the reply stamp. Stamps per book and price per stamp is configurable by facility. A standard 20% commission can be paid on the usage of stamps. Stamps are generally nonrefundable and expire 180 days after the book is purchased. There is no special treatment if an attorney elects to send an eMessage to an inmate; all monitoring and approval applies to every inbound and outbound eMessage. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 4 The facility benefits tremendously by eliminating much if not all physical mail from staff responsibilities. Decreased contraband and time savings of physical delivery are key factors in deploying eMessaging. New avenues of investigation are easy to use and all content is digital. 20 WORD DESCRIPTION Securus eMessaging enables paperless, written communication between the public and inmates with controls for facility to review and reject messages out of policy. 100 WORD DESCRIPTION Securus eMessaging enables paperless, written communication between the public and inmates. The platform is accessed by the facility via portal. Inmates use ConnectUs XL and SV Tablets using their PIN. The public accesses eMessaging from Securus Online desktop or mobile view and the Securus app. Facilities create a word watch list marking words for further assessment. eMessages can be auto approved. When watch words are detected they are easily identified. Facility has the option to approve, reject or flag for another staff review. If rejected from an inmate or the public, a rejection notification is sent to the sender with the reason, configurable by the facility. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 5 PRODUCT DETAILS © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 6 PRODUCT DETAILS eMessaging has three types of user interfaces: Facility - eMessaging Facility System Portal Inmates – ConnectUs XL and SecureView community tablets Family and Friends – www.securustech.net and the Securus Mobile App for Android eMessaging Facility System Portal Facility users access the eMessaging portal using existing internet access and their S-gate credentials to SCP. This single sign on process does not require a second authentication. The facility and site are then selected. A new menu option ‘EMessaging’ , when selected will launch the eMessaging facility system © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 7 The user will land by default on the’ Admin’ screen in the eMessaging Facility System. There are two modules accessible here – an ‘Admin’ module and a ‘Mail’ module. Special Notes: All facility user permissions will be established by Securus Installation Support during implementation. Facility users will only be able to process messages, manage word watch lists and public/inmate eligibility to eMessaging The eMessaging Facility System portal has been adapted for Securus facilities from JPay’s industry leading Email messaging platform. In this customized online portal some menu items displayed are not available to Securus eMessaging phase 1 at this time. In some cases we have masked the options but there remain references to future phase eMessaging such as e-Cards, VideoGrams and Inmate owned stamps. The branding has been changed to Securus where possible without development but there will be references to JPay in several screens. In addition, there are references to JPay’s other services such as JPay visitation, inmate kiosks and media accounts that do not apply to Securus services JPay’s money transfer functions in this portal DO apply to a small but growing number of facilities JPay trust funding as part of AIS lobby kiosks. This will not be addressed further in this product guide. In this product guide and in facility training/documentation we will provide screen views with these items crossed out in an effort to focus on the important eMessaging capabilities with this release. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 8 The chart below provides a terminology glossary to reconcile terms used by JPay and Securus. JPay UI Translation and Notes Letter Message – the Jpay UI was originally developed around the concept of letters that were printed for distribution to inmates. Securus will use the term message. Agency Facility / Customer / Contract Facility Site Location Site ID Customer Customer refers to Friend and Family senders of eMessages to inmates. Censored Rejected The Admin Module – Handle Inmate Account In this section the facility user can view the inmate account details using the Inmate ID Note that the following functions have been disabled and will not show to facility users in phase 1: Opt in forbidden list Show Inmate ACL © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 9 In ‘Handle Inmate Account’ the following can be done: Inmate eMessage status can be viewed and changed (enable or disable eMessaging) Inmate history of received and sent messages can be viewed Handle Inmate Account – Status of eMessaging The inmate status indicates if the offender can receive and reply to eMessages Registered = Inmate is able to use eMessaging Suspended = Inmate is not permitted to use eMessaging © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 10 To Suspend an inmate from eMessaging click on ‘Suspend Account’. The next screen requires a free form comment for the reason for account suspension. Click ‘confirm’ to continue. A confirmation shows in red that inmate account was suspended © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 11 Note: Inmate must have received one eMessage before the name is populated in the eMessaging facility system and can be suspended from eMessaging. When an inmate is suspended, a family or friend will see this notification once they have selected an inmate to compose a message to. This prevents the family/friend from spending time composing a message and spending a stamp. The inmate can be reinstated for eMessaging here as well. The status shows this inmate is Suspended. By clicking on 'Activate Account’, the next screen is presented © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 12 Handle Inmate Account –Letters Sent/Received History In this section facility users can view a listing of all messages by inmate, including received and sent. A sent message is a family and friend paid for reply in phase 1. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 13 The message and any photo can be viewed from clicking the above ‘View’ link. In the screen below the customer name (aka family or friends) can be clicked to see messages she sent to all inmates in a facility © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 14 In the screen below, all inmates who have sent a message to this family / friend are listed. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 15 Handle Inmate Account –Account history This provides the history of Activation/Suspension status changes and date of inmate eMessaging (Status) Housing reassignment View details of the status change Identify facility user who took the action Handle Inmate Account –Printed Items History If a facility decides to print a message the history is provided on completed printing or in queue to print. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 16 Note – We do not recommend facilities print messages because one of the advantages is the 100% digital delivery of messages. However, the function is available but if a Securus facility prints a message using the ‘Print Letter’ feature the printed document will have JPay branding and mention JPay.com and ‘send money’ (see example below). We expect with a future update we can remove this and remaining JPay branding from the facility system. The facility staff can use standard PC print functions to print and avoid this letter content but it will not be tracked in the facility system. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 17 Mail Module Reviewing a message When a message is viewed there is valuable information, navigation and actions that can be done from the screen. The message below is in the ‘Security’ bucket because it has word filter words and an attachment. At the top the reason it was sent to the Security bucket for additional review is shown ‘Criminal Activity’. Navigation is possible from this page, enabling the staff to skip to 1st or last mail as well as viewing previous or next message. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 18 The word watch words ‘kill’ and ‘bomb’ are shown in bold at the top of the message and are also highlighted in red in the body of the message. The picture is shown in the body of the message. The inmate name and ID as well as family and friend name and ID are hyperlinks, making it easy to get additional information about them © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 19 The inmate name or ID can be clicked to view the following © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 20 Note: The behavior of the below inbound and outbound processing ‘buckets’ will differ by the ‘Auto Release’ or ‘Manual Release’ modes setup at implementation by Installation Support. For more detail on these flows see their sections later in this document. This document will focus on the recommended default ‘Auto Release’ mode. This section of the portal allows facility staff to: Manage filters Review/process inbound and outbound eMessages Search Access Reports © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 21 Mail Management Actions The below summarizes the function of the action links on the left hand side of Mail page. Link Function Letter Delivery Disabled Word Filter System Manage Word Watch List resulting in messages containing them being routed to Security for manual review and approval. Inmate Filter System Manage Inmate Watch List resulting in messages to them being routed to Security for manual review and approval. Sender Filter System Manage Customer Watch List resulting in their messages being routed to Security for manual review and approval. Mail Reports Used to report the number of eMessages that were processed through each bucket Search Used to find messages for a specific inmate, FF Customer, or Date Mail Graphical Reports Not Functional Inbound Mail Operational Report Not Functional. Securus eMessage commission reporting found in commission stratification report Mail Operational Report Not Applicable to eMessaging Stamp Usage Report Used to see the number of stamps consumed by senders of text messages and attachments to text messages. Definitions of Inbound and Outbound ‘buckets’ Review – messages that include words on the word filter list Released – messages that have been sent Security – message can be sent here for additional review Rejected – messages that are rejected are sent here, not to recipient. Word Filter Initial setup - at the onset of an implementation prior to processing messages the word watch list must be populated by the facility. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 22 Facility clicks ‘Add’ to add a word of phrase to this filter. Destination bucket should be set to ‘Security’. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 23 In this example the word from the word filter is ‘hijacked’ and shown in red below for easy location of word that needs assessment in the context of the message. In this example, staff sees no issue in the context of the way the word was used so the ‘Approve’ link is clicked to allow this to flow through to the inmate. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 24 It then appears in the ‘Released’ bucket And can be seen there. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 25 When reviewing a message that has a word filter word or attachment, other actions can be taken. ‘Send to Security’ moves the message to a Security bucket for additional assessment. Note that any message sent to the Security bucket because of a word filter will show a paper icon and have an auto assigned reason of ‘Flagged by JPay System’. From the Security bucket, all of these actions can be taken as well. Note ‘Return to Customer’ is not operational. ‘Send to Rejected’ does not forward the message to the intended recipient and generates an automated message back to F&F or inmate inbox advising the message was rejected. All rejected messages and photos are retained for the facility. Below is an example of how a message is rejected and the associated rejection notification back to the sender. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 26 When rejecting a message, facility staff will choose a reason from the drop down list of why the message is being rejected then click ‘Send to Rejected’ (see below). Additional comments can be entered as an option for why the message was rejected. Note – if different rejection reasons are needed at a facility a heat ticket can be opened and Install Support can make the change. Note that a message that is rejected applies all components of a message - the message, a photo and inmate reply. Any rejected message forfeits an inmate reply stamp as well as the message stamp and photo stamp and is not refundable. Best practices are that a © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 27 message is not censored nor is a photo removed and message delivered because if the message is needed as evidence it will have been altered. The family or friend receives a rejection notification in their eMessaging inbox advising their message was rejected and the reason. If the inmate reply is rejected, the same a rejection notification is sent both to the F&F and inmate. ‘Mail history’ provides the sequence of actions for a given message – identifying the facility user who took the action. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 28 Inmate Filter System This tool enables facility staff to place inmate on a watch list, which routes all messages to ‘Security’. The inmate ‘Bond’ below is currently not on a watch list as the ‘Mail Watch List Status’ is ‘Inactive’. User clicks the ‘+Add’ button to add an inmate to a watch list. The next screen allows the status to change to ‘Active’ on the watch list and list a reason for the status change. The destination mail bucket should always be set to ‘Security’ so that all messages to this inmate automatically route to the Security’ bucket for review. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 29 A convenient ‘Mail watch list reason history’ can be viewed here. Note that any message sent to the Security bucket due to an inmate filter will have an auto assigned reason of ‘Flagged by JPay System’. The red icon in second column denotes it was an inmate filter that triggered the move. We anticipate all JPay branding removed at a future release. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 30 Sender Filter System This tool enables facility staff to place family or friend on a watch list that will require manual review and approval/rejection © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 31 Mail Reports This tool enables a composite view of messages based on a date range. At the top of the page is a legend or index of icons representing different types of actions such as ‘flagged by’ filters, messages movement to buckets (such as ‘Security’ for additional review) and final disposition (Approved, Released, and Rejected). The below depiction crosses out types of actions that are not relevant to phase 1 eMessaging. The date range is entered Note: Email notification of report is not operational at this time. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 32 The result provides a two-part report showing letter ‘categories’ on the left side and ‘Actions’ on the right side. Note the items marked out in the below screens are not applicable at this time and should be ignored. Letter ‘categories’ show if the message was flagged or if it was ‘clean’. A clean message is one that does not have a photo attachment, has no watch list items (word, inmate and or sender). © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 33 Letter ‘Actions’ show if message was Approved, Printed, Sent to Security (for further assessment), Rejected, Relocated or Released (sent to recipient). This report could help a facility fine tune their messaging configuration if needed but is not anticipated to be used often. Search The Search function enables facility staff to search by Inmate o Last name o Inmate ID Customer (Family & friend) o First name o Last name o First and last name o Account ID © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 34 Date (one day) Letter ID Below are examples for searches by inmate and customer – each search criteria presents the same data as shown below. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 35 © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 36 Note that this view can also be found by clicking on an inmate name on messages and in Handle Inmate Account ‘Letters Sent/Received History’. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 37 Stamp Usage Report This report shows the number of stamps used for messages and attachments for a date range. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 38 The staff can click on the date link in blue and see details about messages including the sender name, actual personal email address associated with the Securus Online account, number of messages, attachments and stamps. Note that this report does not calculate commissions; the commission report will be available in the facility portal. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 39 The following menu items will be hidden from facility user view because they are not operational. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 40 Family & Friends Family and friends will use www.securustech.net or the Android mobile app version 2.3 to add eMessaging to their Securus Online account. The below shows the mobile app and steps for an existing Securus Online user to add eMessaging. However the flows are the same for Securus Online. User logs in © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 41 New home screen ‘4-square- design appears showing Video Visitation, AdvanceConnect, Inmate Debit and eMessaging, Android app Mobile View of Securus Online Once ‘Sign Up’ is clicked, an eMessaging product page displays, describing how the product works © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 42 The terms and conditions are presented Once user clicks to accept the T&Cs they are asked to select an inmate. Note that the eMessaging account is created after user selects 1st inmate. The next time the user logs into their account, instead of ‘sign up’ the eMessaging button will say ‘Launch’ © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 43 User enters inmate first and last name or can enter the Inmate ID. Then state and facility are selected. The user clicks on their inmate to add Next the user is prompted to purchase stamps © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 44 The user can now send an eMessage to an inmate . An eMessage is one stamp; if the user wants to purchase a reply from the inmate the check the box at the bottom which will charge a 2nd stamp. If user wants to send a photo, they can do this by using a photo they have taken from their mobile device with a camera or choose from photos in their gallery. If their message is rejected they will receive a rejection message back in their eMessaging inbox stating the reason for the rejection. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 45 Inmate – ConnectUs © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 46 When the ‘Reply’ with arrow appears at the top of a message this indicates to the inmate they can reply at no cost to themselves with a text response. They click on the arrow to compose a message © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 47 When a photo is included the ‘View Photo’ button will appear. When clicked the photo will be shown. Note that inmates cannot send photos. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 48 © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 49 Inmate – SecureView tablets © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 50 © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 51 © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 52 MESSAGE RELEASE WORKFLOWS Inbound Message Work Flow There are 2 stages in the inbound message workflow. 1) Automated screening tests The system will perform automated tests of messages. Test on Message Routed to Includes words from the Word list? Security To an inmate on a “watch list”? Security From a sender on a “watch list”? Security Has a photo? Security The facility manages the words, inmates and senders the system tests for. Photo permissions are setup by Securus during implementation. If a test on a message is positive, the message is routed to the Security bucket for manual review. 2) Manual or Automated Release of Un-Flagged Messages The facility must decide whether they want to manually approve messages that are not flagged by automated tests. Auto Release Unflagged messages are automatically routed to the Released bucket and on to the inmate inbox without any staff effort When flagged messages in Security are approved, they are moved to the Released bucket and on to the inmate inbox Rejected messages are routed to Rejected folder and a Rejected eMessage is sent to the FF sender’s eMessage inbox. Manual Release Unflagged messages are routed to the “Ready to release 'bucket' to wait for facility staff to approve or reject them. If a message is approved from either the Review or Security buckets, the message moves to the “Release” bucket. Rejected messages are routed to Rejected folder and a Rejected eMessage is sent to the FF sender’s eMessage inbox. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 53 See below diagrams representing Auto and Manual Release message workflows. Inbound eMessage Auto Release Workflow This workflow is the default configuration for inbound eMessages. Auto Release is recommended because its workflow is simple and requires less staff effort. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 54 Inbound eMessage Manual Release Workflow This workflow is not the default but can be configured to provide more control but requires more staff attention. Unflagged messages are routed to the ‘Ready to release’ bucket for manual approval. Approved messages are routed to 'Ready to Release' bucket. Staff must go in and manually release the messages in ‘Ready to release’ bucket to send them to inmate. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 55 Outbound eMessage Workflow Auto Release Workflow Note-an outbound message requires a F&F purchase a reply stamp. This workflow is the default configuration for outbound eMessages. The inmate composes a reply eMessage to the sender. If no flags on the message the inmate’s reply is then routed to Released © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 56 Outbound eMessage Workflow Manual Release Workflow This workflow is not the default but can be configured to provide more control but requires more staff attention. Unflagged messages are routed to the ‘Ready to release’ bucket for manual approval. Approved messages are routed to ‘Ready to release’ bucket. Staff must go in and manually release the messages in ‘Ready to release’ bucket to send them to inmate. If message is rejected, a rejection notification is sent to both inmate and F&F. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 57 PROBLEMS IT SOLVES FOR FACILITIES Problem Solution Handling paper mail eMessaging reduces paper mail from staff responsibilities. Time is saved since staff no longer must retrieve, open, review, print and hand deliver all incoming or outgoing messages, only a smaller subset Contraband in physical mail eMessaging is 100% digitally transmitted so there is no chance that physical contraband can be sent. Staff, facility and inmates are more secure if much less contraband enters a facility. Organizing paper mail for intelligence Most facilities don’t spend time cataloging messages or pictures that contain valuable intelligence; if they do the burden of filing then retrieving paper evidence is often not worth the effort. All messages and photos are stored digitally for the life of the contract and can be found quickly for reference Public inquiries about mail receipt eMessaging provides a message directly back to a sender informing them if a message was rejected and the reason. This helps send comply with policies the next time without having to speak to staff. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 58 BENEFITS Improves correctional staff utilization and efficiencies using all digital review and distribution technology Automates message screening Visual alerts flag inappropriate words for quicker review Reduces or eliminates traditional paper mail and efforts to search for contraband Increases investigative data collection and analysis Facilitates constituent and incarcerated communication Uses existing facility and inmate hardware and network connectivity Enables family and friend initiated communication Decreases stress level in inmates Allows inmate to reply if pre purchased by the public, processed through same approval mechanism to screen by words and capture data for investigations Leverage eMessaging access to an inmate as a disciplinary tool No cost to facility or taxpayers to operate Facilities earn commission revenue while increasing staff productivity in facility safety and security © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 59 COMPETITION REDUNDANCY AND BACKUP eMessages and photos are stored in Securus’ centralized Disaster-Resistant Carrier-Class Data Centers located in Dallas and Atlanta. The Data Centers house commercial-grade, high-performance systems built to the latest technology standards. These centers manage all of the hardware and software controlling the eMessaging platform. They are managed under the direct supervision and immediate hands-on maintenance by trained data center personnel. In addition, all equipment used to store messages and photos is monitored by the Securus’ fully staffed Network Operations Center 24 hours a day, 7 days a week, and 365 days a year. Jail Email Securus Technologies Securus Technologies GTL Telmate Name of Product Secure Instant Mail Securus eMessaging Message Link Messages Cost to F&F- Message $2.00 $0.50 ($.50/ea) - 2/$1; 10/$5; 20/$10 $0.25 Cost to F&F - Picture $2.00 $0.50 Available $0.25 Cost to F&F - eCard N/A Future N/A Cost for VideoGram N/A Future Available $0.75 Cost for Inmate Reply N/A $0.50 Available Cost to F&F - Approval notification $0.50 No No Transaction Fees $1.99 for deposits of $5-$25 $3.00 per book of stamps varies - $.30/message Varies $2.99 for deposits for $26-$50 $3.99 for deposits of $51-$100 Inmate Outbound Email N/A Future No Maximum characters/message 6,000 4,000 2,000 300 Features F&F - Features web.connectnetwork.com GettingOut.com Centralized Billing/Support Center for F&F Yes Yes Yes Yes Refunds Yes No Unknown Unknown Approval notifications Yes No Yes Yes Pictures Yes Yes No Yes Inmate Wall posts No No Unknown Yes Payment methods Visa/MasterCard Visa/MasterCard Visa/MasterCard/Discover Visa/MasterCard Can Inmate Respond to Email Electronically?No Yes Yes if facility allows Yes Can inmate view emails on tablet?No Yes Yes Yes Who funds inmate reply N/A F&F Only F&F only F&F only If inmate reply funded send only to sender?N/A Yes No- can use to reply to anyone Yes Inmate Reply block?N/A Yes Yes Inmate Initiated Email? No No No Refunds for unused funds?No No No No Facility - Features Inmate Delivery Printed Electronic - to in-pod kiosk/tablet Electronic - to in-pod kiosk/tablet Electronic Retention Yes - life of contract Yes - life of contract Yes Unknown Automated message review/Word spotting Yes Yes Yes Yes Customized rejection reason code?Yes Yes Unknown Unknown # of languages translated 12 Future Unknown Unknown Facility dashboard Yes Yes Unknown Unknown Inmate Tablet Compatible No Yes Yes Yes © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 60 SPECIFICATIONS No new or additional equipment, electrical or network is required for the eMessaging Facility System. Internet speed that supports normal facility uses will be adequate for eMessaging. It is expected that the facility will use existing PCs or workstations to access the eMessaging portal. INTEGRATION SCP or NGSCP are the source of inmate data used for eMessaging. No additional integration work is required © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 61 ORDER TO INSTALLATION FLOW This scenario relates to existing facilities turning on eMessaging; new business or renewals will follow the standard process. Account manager discussed eMessaging with facility (that has ConnectUs or facility (shared) tablets and they agree to turn on eMessaging Obtains signature on one page amendment agreeing to the standard F&F fees, stamp configuration and transaction fee. Account manager opens an opportunity in salesforce and attaches signed amendment If amendment is signed with no changes, routes to Installation for implementation (does not go to legal or financial engineering) If non standard rates/book size/transaction fee/commission is requested, these details are entered into the opportunity and it is routed to financial team for modeling o Once amendment with approved non standard rates is signed it is attached to the opportunity Special Note: If facility is asking for stamp pricing, different # of stamps or transaction fee that differs from the standard pricing, comp may not be paid and this goes through the normal routing to financial engineering for assessment If non standard stamp book configuration, stamp price or transaction fee is approved, routed to Billing Ops for custom eMessaging configuration/stamp pricing rate implementation day of implementation Like current process today, a link in the heat ticket provides the rates to use PMs will need to coordinate billing table management for rate entry on day of implementation. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 62 INSTALLATION Installation support will provision eMessaging for facilities. This includes Enable access to eMessaging facility UI from SCP (using SPP) Activating facility users in the JPay Administration portal to enable access to process messages. Turn on the eMessaging application on ConnectUs and SecureView tablets Configure the eMessage release flow as Auto Release or Manual Release o Note the default release flow will be Auto Release. PROJECT MANAGEMENT Project manager is assigned Collects the following information from facility for installation Facility staff information for access to eMessaging Facility system to manage messages o First name, last name and SCP user name Are photos allowed? o Yes o No Are inmate replies allowed? o Yes o No Messaging workflow selection o Inbound messages Auto Release Manual Release o Outbound messages Auto Release Manual release Review the standard set of rejection reasons that are sent on rejection notifications and determine if any changes are needed © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 63 Schedules customer training session Orders marketing collateral to arrive prior to Go Live Date Schedules Go Live Date Coordinates with Billing Tablet Management to ensure rates are setup on day of implementation Opens 7 day monitoring ticket © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 64 MAINTENANCE, REPAIR, TROUBLESHOOTING Standard procedures will apply for any facility inquiry, change or operational issues w/ eMessaging. TECHNICAL SUPPORT Standard procedures will apply for any facility inquiry, change or operational issues w/ eMessaging. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 65 CUSTOMER SUPPORT Family and friends will contact customer care for inquiries about eMessaging. It is important to note that customer service agents will NOT have visibility into the actual message contents. POLICIES There are no refunds on eMessaging stamps. This is the industry norm on correctional email services. Like US Postal mail today, stamps are not refunded. This includes if the F&F sends a message, a photo and a paid for inmate reply that is rejected due to facility policies. In the very rare case of a credit needing to be applied, this is not done by the CSR; supervisory must apply the credit. In this event only stamps used can be credited; no book of stamps crediting. If an inmate reply stamps is sent, it is considered used or spent. If a message is rejected, all elements are rejected and non-refundable For example, if a sender sends a message that is not against facility policy but the photo is against policy, all elements of the message are rejected, including the inmate reply. The system does not allow for messages to be edited or photos to be removed if objectionable so the remaining content can be sent. Notes The Landing page in CRM will show All transactions Messages Stamps Inmates Stamp package pricing Legacy Notes Incident details The product type is ‘W’ The account type is 10 The balance should always be zero unless the payment fails. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 66 CSRs can check the facility stamp packages and pricing. CSRs will have visibility into the F&F eMessaging account number, stamp balance, stamps remaining and other typical account information once the F&F has added eMessaging to their SO account. The screen below shows the rep the inmate a message was sent to and if it was delivered, if a reply stamp was purchased, if a reply stamp was used and if a photo attachment was included. If there is a check in the ‘Delivered’ column the message has been delivered. If no checkmark, the message either has not yet been approved or has been rejected. o If a customer inquiries about this the rep can direct them to view their eMessaging inbox to see if they received a rejection notification to know for sure. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 67 © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 68 FACILITY AMENDMENT © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 69 CONSUMER TERMS AND CONDITIONS (1/17/2018) EMESSAGING TERMS AND CONDITIONS Before you purchase postage, you must read and agree to these eMessaging Terms of Service (these “Terms of Service”) and any future amendments. These Terms of Service constitute a legally binding agreement between you and Securus Technologies, Inc. (“Securus”). 1. NOTICE. Securus may amend these Terms of Service at any time by posting a revised version on our website. The revised version will be effective at the time we post it. We last modified these Terms of Service on December 16, 2017. If there is any inconsistency between these Terms of Service and either our Privacy Policy (located at securustech.net) (the “Privacy Policy”) or our Advanced Connect Terms of Use, these Terms of Service will control. Nothing in these Terms of Service will be deemed to confer any third-party rights or benefits. 2. SERVICE. The Securus eMessaging Service (the "Service") allows you to send a message to an inmate at a correctional institution where the Service is enabled (any such correctional institution, the “Client”). For certain Clients, the Service allows you to include a photo or attachment with your message or allow an inmate reply for additional postage (i.e., stamps). Messages may be sent via [www.securustech.net] or the Securus Mobile App. To send a message and attachment, you must purchase postage with a credit card or debit card (collectively, a “Bank Card”). To use the Service, you must have an active Securus Online account. In addition, you will be required to provide Securus with certain information to allow us, among other things: to verify your identity; to verify the inmate’s identity; to receiv e appropriate Bank Card authorization; and any other information Securus’s Clients may require. Please refer to Securus’ Privacy Policy for information concerning Securus’ use of this information. 3. PROPER USE. You agree that you are responsible for your use of the Service, your own communications, and for any consequences of your use of the Service. You agree that you will use the Service in compliance with all applicable local, state, and federal laws, rules and regulations (including any laws regarding the transmission of technical data exported from your country of residence), as well as the policies, procedures, and restrictions imposed by our Clients. You are fully responsible for maintaining the confidentiality of your account information (including your username and password). You agree to notify Securus of any unauthorized use of your password or account or any other breach of security. You must not, must not agree to, and must not authorize or encourage any third party to: (a) use the Service to transmit any content that is unlawful, defamatory, harassing, abusive, fraudulent, obscene, or is otherwise objectionable as reasonably determined by Client; (b) transmit any content that infringes upon another party's intellectual property rights or other proprietary, contractual, or fiduciary rights or obligations; (c) prevent others from using the Service; (d) use the Service for any fraudulent or inappropriate purpose; or (e) act in any way that violates Securus’ policies, as may be revised from time to time. Violation of any of the foregoing may result in non-delivery of the message or any attachment, immediate termination of your account without refund, and may subject you to state and federal penalties and other legal consequences. Securus may, but has no obligation, to investigate your use of the Service in order to determine whether a violation of these Terms of Service occurred or to comply with any applicable law, regulation, legal process, or governmental request. 4. CONTENT OF THE SERVICE. Securus and the Client may access, read, preserve, and disclose any information as it reasonably believes is necessary to (a) detect, prevent, or otherwise address fraud or security issues (including, without limitation, the filtering of messages and attachments); (b) satisfy any applicable law, regulation, legal process, or governmental request; (c) enforce these Terms of Service (including investigating of potential violations of these Terms of Service); (d) respond to user support requests; (e) protect the rights, property, or safety of Securus and its Clients; or (f) for any law enforcement, penological, investigatory, or other purpose. Securus will not be responsible or liable for the exercise or non- exercise of its rights under these Terms of Service. You agree that each message and attachments you send will be reviewed, monitored, and preserved by Securus and our Clients, and that you waive any privacy or other confidentiality rights you may have in the contents of your messages and attachments. If you are an attorney, you agree you will not use the Service to transmit any confidential or privileged communications, and (on behalf of yourself and your clients) you waive any claim against Securus or our Clients for violation of the attorney-client privilege. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 70 5. INTELLECTUAL PROPERTY RIGHTS. You acknowledge that Securus owns all right, title and interest in and to the Service (including, without limitation, all intellectual property rights) (the "Securus Rights"), and the Securus Rights are protected by U.S. and international intellectual property laws. Accordingly, you agree that you will not copy, reproduce, alter, modify, or create derivative works from the Service. The Securus Rights include rights to (a) the Service developed and provided by Securus; and (b) all software associated with the Service. 6. REFUNDS. All postage is non-refundable. Unused postage will not be refunded. If the Client refuse to distribute a message or attachment to or from an inmate, then no refund or replacement postage will be given. 7. LIABILITY. Under some circumstances, a Client may refuse to distribute a message or attachment to or from an inmate. In those cases, neither Securus nor the Client will be responsible to you. If a message is sent to an inmate who was relocated to a community correction facility, paroled, or discharged; then the message may not be distributed to the inmate. In those cases, neither Securus nor the Client will be responsible to you. 8. TERMINATION. You may terminate your use of the Service with or without cause at any time by providing written notice to Securus at the following address: 4000 International Parkway, Carrollton, Texas 75007 or via securus.custhelp.com/app/ask. Securus may at any time and for any reason, without prior notice, terminate the Service, terminate these Terms of Service, or terminate your account. Upon termination, your account will be disabled and you may not be granted access to your account or other content contained in your account. Securus will notify you of any termination, which will be effective immediately upon Securus' delivery of the notice. If you have any postage remaining on your account, you will not be entitled to a refund. Sections 3, 4, 5, 11 and 12 of these Terms of Service survive any termination. 9. EXPIRATION. Depending on Client requirements, postage may or may not expire. You are responsible for using all postage before the specified expiration date (if applicable). There are no refunds for expired postage. 10. NOTICE TO SECURUS. Notice to Securus must be sent to Securus Technologies, Inc., 4000 International Parkway, Carrollton, Texas 75007. 11. GOVERNING LAW. These Terms of Service and the rights of the parties hereunder will be governed by and construed in accordance with the laws of the State of Texas, exclusive of conflict or choice of law rules. 12. DISPUTE RESOLUTION. a. Any dispute, claim or controversy among the parties arising out of or relating to these Terms of Service or the Service (a "Dispute") will be finally resolved by and through binding arbitration administered by JAMS or the American Arbitration Association (“AAA”) pursuant to their respective arbitration rules (the “Rules”), provided that failure to adhere to any of the time limits set forth in the Rules will not be a basis for challenging the award. Both (i) the foregoing agreement of the parties to arbitrate any and all Disputes; and (b) the results, determinations, findings, judgments, and awards rendered through any arbitration, will be final and binding on the parties and may be specifically enforced by legal proceedings in any court of competent jurisdiction. b. The arbitration will be conducted by three arbitrators. Each party will select one arbitrator within 30 days of commencement of the arbitration. If any party fails to select an arbitrator, then (upon request of any party) JAMS or the AAA will appoint the arbitrator. JAMS or the AAA will appoint the third arbitrator, who will serve as Chairperson of the arbitral panel. The arbitrators must apply the terms of this Section 12 (including, without limitation, the waiver of class-wide arbitration set forth below). c. The place of arbitration will be Dallas, Texas. d. The cost of the arbitration proceeding (including, without limitation, each party's attorneys' fees and costs) will be borne by the unsuccessful party or( at the discretion of the arbitrators) may be prorated between the parties in whatever proportion the arbitrators determine to be equitable and will be awarded as part of the award. e. The arbitration provisions set forth in this Section 12, and any arbitration conducted pursuant to this Section 12, will be governed exclusively by the Federal Arbitration Act, Title 9 United States Code, to the exclusion of any state or municipal law of arbitration. f. WAIVER OF CLASS ACTION LAWSUIT AND CLASS-WIDE ARBITRATION: ALL DISPUTES, REGARDLESS OF THE DATE OF ACCRUAL OF THE DISPUTE, WILL BE ARBITRATED ON AN INDIVIDUAL BASIS. YOU ARE WAIVING YOUR RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT, AND TO CERTAIN DISCOVERY AND OTHER PROCEDURES THAT ARE AVAILABLE IN A LAWSUIT. YOU AND SECURUS AGREE THAT THE ARBITRATORS (I) HAVE NO AUTHORITY TO ORDER CONSOLIDATION OR CLASS ARBITRATION OR TO CONDUCT CLASS-WIDE ARBITRATION PROCEEDINGS, AND (II) ARE ONLY AUTHORIZED TO RESOLVE THE INDIVIDUAL DISPUTES BETWEEN YOU AND SECURUS ALONE. FURTHER, YOU WILL NOT HAVE THE RIGHT TO CONSOLIDATION OR JOINDER OF INDIVIDUAL DISPUTES OR ARBITRATIONS, TO HAVE ANY DISPUTE ARBITRATED ON A CLASS ACTION BASIS, OR TO PARTICIPATE IN A REPRESENTATIVE CAPACITY OR AS A MEMBER OF ANY CLASS PERTAINING TO ANY CLAIM SUBJECT TO ARBITRATION. g. ANY CHALLENGE TO THE VALIDITY, EFFECT, AND ENFORCEABILITY OF THE WAIVER OF CLASS ACTION LAWSUIT AND CLASS-WIDE ARBITRATION IN SECTION 12(F) WILL BE DETERMINED SOLELY AND EXCLUSIVELY BY THE FEDERAL DISTRICT COURT LOCATED IN THE NORTHERN DISTRICT OF TEXAS OR THE TEXAS STATE COURT IN DENTON COUNTY AND NOT BY JAMS, AAA, OR ANY ARBITRATOR. WITHOUT WAIVING THE RIGHT TO APPEAL THE DECISION, IF ANY PORTION OF SECTION 12(F) IS STRICKEN FROM THIS SECTION 12 OR DEEMED OTHERWISE INVALID OR UNENFORCEABLE, THEN (I) THIS ENTIRE SECTION 12 (OTHER THAN THIS SENTENCE) WILL BE STRICKEN FROM THIS AGREEMENT AND INAPPLICABLE, AND (II) ANY AND ALL DISPUTES WILL PROCEED IN THE FEDERAL DISTRICT COURT © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 71 LOCATED IN THE NORTHERN DISTRICT OF TEXAS OR THE TEXAS STATE COURT IN DENTON COUNTY AND BE DECIDED BY A JUDGE, SITTING WITHOUT A JURY, ACCORDING TO APPLICABLE COURT RULES AND PROCEDURES, AND NOT AS A CLASS ACTION LAWSUIT. 13. DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY. THIS SITE AND THE SERVICES INCLUDED ON THIS SITE ARE PROVIDED BY SECURUS ON AN "AS IS" AND "AS AVAILABLE" BASIS. SECURUS MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, PRODUCTS, OR SERVICES INCLUDED ON THIS SITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK AND THAT YOU ARE SOLELY RESPONSIBLE FOR THE ACCURACY OF THE PERSONAL AND PAYMENT INFORMATION THAT YOU PROVIDE. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, SECURUS DISCLAIMS ALL WARRANTIES. YOU MAY HAVE OTHER RIGHTS THAT VARY BY JURISDICTION. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 72 RFP TEMPLATE Securus eMessaging provides facilities with a secure, fully digital two way messaging solution to help keep constituents and inmates connected during incarceration. eMessaging is provided at no cost to the facility and uses existing inmate terminals and SecureView tablets. All eMessages are channeled through the secure facility eMessaging web-based portal for message review, analysis and processing. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 73 Constituents use Securus free mobile app or family and friend website to purchase ‘stamps’ and send eMessages. A photo can be attached for an additional stamp and the family and friend can purchase a text-based reply for the inmate. A family and friend do not require approval to send an eMessage although it is at the facility discretion if they will approve and allow the delivery based on facility standards and policies. eMessaging Facility Portal Leveraging the most widely used messaging platform in the corrections industry, Securus eMessaging provides facilities with an intuitive, easy to use system that provides total control over content assessment. The centralized, proprietary platform is managed wholly within the US. The flexible platform can be configured to match the review approach of each facility. An ‘Auto Release’ configuration allows messages to be forwarded automatically when certain conditions are met. The ‘Manual Release’ configuration will enable staff to review each message and manually release to the recipient or reject. All messages and photos are retained for future review for the life of the contract even if they are rejected or deleted by recipients. When a message is opened for review additional activities can take place within the screen, such as view the mail history on either the family and friend sender or inmate. This helpful feature enables staff to see who else the family and friend sender has sent messages to and received messages from in the facility. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 74 Review tools are integrated into the review portal to simplify and decrease staff time reviewing messages. Facilities have the flexibility to suspend inmates from participating in eMessaging. Once suspended, family and friends will see a notification before composing message that the inmate is not eligible for eMessaging at this time. Each suspension and reactivation action is logged with staff name, date and reason for the status change. A word watch filter can be used to screen messages and separate those that have a word in the word watch list. Facility users can add or change words and eMessages containing that text will be held in a folder for manual review. These messages display the words on the watch list at the top of the message highlighted in red for easy viewing, allowing staff to quickly determine the context of the communication and decide to approve or reject. The word watch filter is easy to use and flexible to align with trends in coded speech or buzz words to quickly identify communication that might cause a security threat or provide context to an ongoing investigation for both incoming and outgoing reply eMessages. A ‘watch list’ for inmates and family and friends can be populated by staff to flag messages for people added to the watch list, providing an efficient way to monitor communication of parties of concern. Individuals on the list can be activated and deactivated at any time. eMessages that are ‘clean’ of facility word watch list words or inmate/sender watch lists can be set to automatically be approved and flow to the inmate to view on a ConnectUs terminal or SecureView tablet. Each eMessage that is rejected by the facility generates an automatic, free message to the sender advising that their © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 75 message was not forwarded with a stated reason. Rejection reasons can be modified to suit each unique environment. All eMessages and photos from the public are retained for analysis even when rejected due to offensive, dangerous or out of policy content. Facility staff can identify someone from the public who is communicating with multiple inmates easily and take action to suspend the inmate or further investigate. Intuitive reporting and views provide a complete message history by inmate, and ability to search messages by inmate, family and friend, date, specific message and word on word filter list. eMessages contain up to 4,000 characters when sent by the public and up to 2,000 characters when an inmate replies. Subject lines can contain up to 40 characters. eMessaging family and friend portals For the utmost security, eMessages may only be sent and reply received by family and friends using the Securus Mobile app for smartphones and mobile devices as well as the Securus Online family and friend website. These convenient user interfaces are also used by the public in making deposits into prepaid calling accounts as well as enrolling, scheduling and participating in a remote Video Visit. eMessaging is added to their free Securus Online account and by simply searching for an inmate by name or Inmate ID, selecting state and facility name then user can purchase a book of stamps used to pay for eMessages. Stamps can be purchased using a Visa or MasterCard credit or debit card and user can elect to save the card for future stamp purchases. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 76 Family and friends can send a text only message for one stamp and add a photo from their photo gallery or taken by a camera on their mobile device for an additional stamp. Family and friends can also prepay for an inmate text-only reply for an additional stamp. The stamp balance is always shown in the app or website inbox and all stamp purchases clearly state the stamp pricing and any associated fees and taxes. A stamp history can be viewed to show stamp transactions. If the message is rejected by the facility the sender will receive a free eMessage notification advising that the message was not delivered and the reason. If a reply was prepaid for the inmate and the inmate message is approved, the family and friend will receive the inmate text based reply message in their eMessaging inbox. If prepaid reply is rejected, both the family and friend who paid for the stamp and the inmate whose eMessage reply was rejected will receive a rejection notification and the reason. eMessaging Inmate portal The inmate can access the eMessaging module in the ConnectUs inmate terminal or a SecureView tablet after authentication. All eMessages and photos are displayed on the terminal or tablet in an eMessage inbox with no paper distribution. The inmate will see an indication that they have an eMessage in their inbox and once the eMessage is opened they will clearly see if a photo attachment and or a pre-purchased inmate reply is included. The inmate can reply with a text only eMessage to the sender who issued the prepaid reply stamp. If the inmate reply message is rejected the inmate and sender of prepaid stamp will receive a free eMessage notification advising that the message was not delivered and a reason. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 77 Securus Network Operations Center The Securus Network Operations Center (NOC) provides 24x7x365 monitoring for all Securus systems and platforms, including Securus eMessaging. The NOC proactively monitors these systems to ensure performance is optimal and uninterrupted. The NOC is staffed with skilled technicians trained to monitor, diagnose, and resolve potential system or network abnormalities, or escalate the issue to the appropriate Information Technology (IT) support personnel. Securus Network Operations Center © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 78 Proactive Monitoring Securus continuously monitors all data centers, infrastructure components, platform systems, including Securus eMessaging using the SolarWinds® suite of network performance monitors. The SolarWinds® performance monitors are highly configurable to provide real-time monitoring, event notification, alert history and statistical information. An alarm condition creates immediate visual alerts and email notifications. Performance and Stability The eMessaging platform and network are continuously monitored and evaluated for performance and stability. Securus performs regularly scheduled preventative maintenance to all of its production eMessaging systems as well as implements new software enhancements as they become available. These activities are controlled by a production change control review group. Additionally, Securus change control practices have been reviewed and are compliant with Sarbanes Oxley. All eMessaging platform systems are located in professionally managed and staffed carrier-class data centers that meet or exceed the Telecommunications Industry Association’s (TIA) standard number 942 for Tier IV (highest availability) data centers. eMessaging Storage and Security eMessages and photos are stored in Securus’ centralized Disaster-Resistant Carrier- Class Data Centers located in Dallas and Atlanta. The Data Centers house commercial-grade, high-performance systems built to the latest technology standards. These centers manage all of the hardware and software controlling the messaging platform. They are managed under the direct supervision and immediate hands-on maintenance by trained data center personnel. In addition, all equipment used to store eMessages and photos are monitored by the Securus’ fully staffed Network Operations Center 24 hours a day, 7 days a week, and 365 days a year. The Securus Data Centers are carrier-class data center that haves some of the most comprehensive security measures in the telecommunications industry. Multiple layers of security control physical access to the Securus network facilities. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 79 PRICING, PROMOTIONAL AND STRATEGY © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 80 PRICING & COST eMessaging will be provided to facilities with ConnectUs XL and S-phone terminals and or SV Tablets at no cost. Family and friends will pay for E-Messages by purchasing a book of stamps. A standard book of stamps includes 5, 10, 20, or 50 and is configurable by facility. Up to 4 packages of stamps can be configured. A stamp unit price and the quantity of stamps in a book can vary by facility. The standard stamp pricing is $.50 each and are used to purchase text based messages, a photo attachment and a prepaid reply by an inmate. For example a message from the public with an attached picture and a prepaid inmate reply would cost $1.50. # of Stamps in Book Stamp Book Price (+ $3.00 trans fee) 5 $2.50 10 $5.00 20 $10.00 50 $25.00 It is expected that the public will purchase stamps associated with the facility their inmate is located in. However, if a stamp is purchased at a facility where the stamp cost is $.40 and uses it when sending a message to an inmate at a facility where the stamp cost is $.50 it will be permitted. Stamp revenue is recognized at the time of stamp usage. The public uses a stamp when they send an E-Message. If the public sends a prepaid stamp for reply, the inmate reply stamp is considered ‘used’ once it is attached and sent. Refunds Generally there are no refunds on stamps. Stamps can be used at any Securus facility that has implemented eMessaging. If an eMessage is rejected the stamp is considered used with the exception of a limited number of situations where the inmate has been released, or moved to a site that does not permit eMessaging (i.e. no eMessage privilege due to behavior or if inmate has been moved to a hospital). Marketing will work with Operations to determine specific refund scenarios permitted. Customer service reps will not have the ability to credit or provide a stamp at no charge. Stamp Expiration Stamps expire if not used after 180 days. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 81 Transaction Fees Family and Friends will enroll in eMessaging and will be assessed a $3.00 transaction fee per book purchase. Taxes Taxes are charged the public at the time of book purchase. If fees are applicable to the transaction, taxes are assessed against stamp book price and associated transaction fees. Commissions Facilities are eligible to earn a commission on eMessaging stamps used. Standard commission rate is 20% on stamp usage. In the event that a stamp was purchased at a lower cost and used to communicate to an inmate at a facility with a higher cost stamp, the commission is paid based on the actual stamp price. Stamps are considered consumed and commissions are recognized once the user clicks ‘Confirm’. Below is an example of the Commission Report for eMessaging under the Facility Portal PROMOTIONAL STRATEGY eMessaging will be promoted by Sales teams in new business RFPs, renewals and as a free enhancement to the ConnectUs and SV Tablet platforms. A one page addendum will be required defining stamp prices, stamp book size and commissions. The goal will be to activate eMessaging at every site with ConnectUs and or ‘community’ SV Tablets. eMessaging Stamps Used Purchase Price of Stamp Revenue Commission 1000 0.25$ 250.00$ 50.00$ 1500 0.30$ 450.00$ 90.00$ 2000 0.35$ 700.00$ 140.00$ 50 0.20$ 10.00$ 2.00$ Total:4550 1,410.00$ 282.00$ © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 82 TARGET CUSTOMER Our target customers are: All facilities that currently have ConnectUs terminals All facilities who have ‘community’ SV tablets – all inmates must have access to eMessaging in order to turn on eMessaging for a contract o A facility that has only subscription tablets is not eligible for eMessaging. Renewals and new contracts with ConnectUs and eMessaging © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 83 PROMOTIONAL CONTENT Product Brochure © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 84 Lobby Posters (also in Spanish and digital format) Facility website link to www.securustech.net © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 85 Inmate Posters (also in Spanish and digital format) © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 86 (also in Spanish and digital format) Family & Friends Tri-fold © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 87 Digital Bulletin Board – Coming Soon Digital Bulletin Board – Here Now © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 88 LAUNCH SCHEDULE © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 89 Milestone Target Date Beta Testing – Carver Co Jail, MN 3/1 Sales Launch 3/2 Market Availability Announcement - OMC 3/2 Launch Day Event- 4000 International 3/2 Sales Begin 3/5 Provisioning begins 4/2 \ © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 90 OFFICIAL MARKETING COMMUNICATIONS © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 91 OFFICIAL MARKETING COMMUNICATIONS Announcing Securus eMessaging 100% Digital End-to-End Messaging Platform March 2, 2018 Product Management is pleased to announce the launch of eMessaging. eMessaging is a two -way, all digital corrections-grade messaging platform with monitoring and controls. Using all digital review and distribution technology Securus eMessaging will provide a new communication option between family and friends and inmates. Redeployment of mailroom resources to the important work of securing the facility, inmates and visitors reduces paper mail and contraband. The messaging engine is based on the most widely used messaging platform in the corrections industry today. The highly configurable platform supports the range of facilities from those who want full automated message screening to those who prefer to review all messages. eMessaging is available at no cost to facilities where SVV on ConnectUs is already deployed. Family and Friends Family and friends will access eMessaging on www.securustech.net or the Securus Mobile app for Android. The Apple app will be enhanced later this year to support eMessaging. eMessaging is paid for by the public and each message can contain up to 4,000 characters. Family and friends purchase virtual books of ‘stamps’ in order to communicate with an inmate using eMessaging. Standard stamp pricing is: # of Stamps in Book Stamp Book Price (+ $3.00 trans fee) 5 $2.50 10 $5.00 20 $10.00 50 $25.00 © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 92 A text based eMessage can be sent for one stamp. The inmate can reply when a family or friend prepays for the reply (one additional stamp) which is a text only response back to the sender. A photo can also be sent to the inmate from a mobile device camera or photo gallery for an additional stamp. Once an eMessage is sent all stamps associated with it are considered ‘used’. The Facility No new equipment is needed by the facility to use the eMessaging facility system. An existing PC and internet connection is all that is required for staff to view, monitor and manage eMessages. The eMessaging facility system is accessed through a seamless single sign on through SCP UI once the new ‘eMessaging’ option under ‘Tools’ is selected. The facility maintains control of the public and inmates and what’s permitted in inbound and outbound communications using the eMessaging facility system. All eMessages and photos are stored for the life of the contract and can be accessed at any time by authorized staff personnel. The facility benefits by increased communication between inmates and family and friends. Decreased contraband and time savings of physical mail processing and delivery are also considerations in deploying eMessaging. Written communication content and photos are now stored digitally and can be accessed for analysis and investigation. Facility can earn a 20% standard commission on eMessaging stamp usage and will view the commission report under the Facility Portal. The following are the foundational features for facilities of eMessaging: Word Watch List When a word watch list is activated by the facility, automated inspection techniques flag eMessages catching words on incoming and reply messages and hold them in a ‘Security’ bucket for additional review. Watch words are easily identified and highlighted in red for easy review and assessment. The word watch list is customizable by staff and can be updated within seconds. Inmate Watch List Inmates can be added to a watch list so their messages can be routed to the ‘Security’ bucket for additional review. Inmates can be deactivated and reactivated on the watch list by the facility at any time. Activation logs show the history of watch list status changes by date, personnel and reason. Sender Watch List Family and friend names can also be added to a watch list so their messages can be routed to the ‘Security’ bucket for additional review. The public names can be deactivated and reactivated on the watch list by the facility at any time and are also logged by status changes by date, personnel and reason. © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 93 Photos eMessages with photos are typically flagged to be held for additional assessment in the ‘Security’ bucket. Photo file types supported are .jpg, .jpeg and.png. Only the public is allowed to send a photo and a single photo can be attached to a message for an additional stamp. Automated Screening With automated message screening all ‘clean’ messages that are not flagged by a person, word or photo can be automatically sent to the recipient and always digitally stored for future viewing through the life of the contract. Inmate replies process back through the same screening technology. Inmate Suspension Facility staff can easily suspend and reactivate an inmate’s eMessaging privileges. A change log of staff and reason for the status change is kept in the portal for easy history review. Family and friend are informed before sending an eMessage to suspended inmates by a pop up message statin g the inmate cannot receive eMessages at this time. Once reactivated, the public can again send eMessages to the eligible inmate. Message History The facility can review all incoming and outgoing messages by inmate or the public and view any message or photo from the list. This can be helpful for the facility to determine all of the inmates a person from the public is communicating with as well as all of the people in the public who are communicating with one inmate. Search Facility can search eMessages by inmate name or Inmate ID, by family and friend name or customer ID, by date or letter ID. Rejection Reason When a facility rejects a message due to policy or inappropriate content staff selects a rejection reason from a drop down menu, such as ‘Violence/Threats’ or ‘Gang activity’. These reasons can be customized to suit specific facility tracking. Additional free text can be added to the sender if desired. Rejection Notification Once a message is rejected a notification to the family and friends is automatically sent to their eMessage inbox, with the subject line ‘Your message was rejected’. The reason for the rejection is in the body of the eMessage. In the event the inmate reply is rejected, both the family and friend who prepaid for the inmate reply and the inmate receive the rejection notification. Inmates Inmates will access eMessaging from existing ConnectUs sPhone XL and sPhone mini terminals as well as SecureView community (shared) tablets. After inmate login, the new eMessaging app wil l be visible and an inbox will be shown that indicates the number of inmate messages. There is no draft © Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 94 folder for inmates. A new digital bulletin board will inform inmates that eMessaging is now available. If a member of the public has purchased a prepaid reply, a large blue arrow will be seen in the message that, when clicked, allows the inmate to compose their reply, at no cost to the inmate. Inmate replies contain up to 2,000 characters. Additional Information found on MySecurus: Sales brochure One page eMessaging amendment External Release Notes Detailed Product Guide For more information, contact: Stacey Guidry 972-277-0341 sguidry@securustechnologies.com