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Docusign Envelope ID: 41 F63DOF-3BC8-4149-8618-1 BBEEF49D6F7 15 How does Proposer ensure installers are All Schindler field employees are IUEC certified elevator constructors. This includes trained, experienced, and fully licensed within all installers that would be performing work on each project. While Schindler is jurisdictions where work is performed? equally registered licensed contractor with AHJ's work is being performed within. 16 Does Proposer have a standard installation Schindler does have a standard New Installation agreement. However, willing to agreement it will require Participating Entities equally utilize the T&C's of the member upon mutual review. Exhibit 5-A to use? If so, please upload a copy with response. 17 Describe your service programs and how Maintenance is specific to each unit type based on customer your company works with agencies in requirements, OEM recommendations, usage, condition, age, and providing service contracts. jurisdictional requirements among other factors. Repair is also specific to each unit, and will be discussed with the customer as needed to insure it is meeting the customer's long and short range goals. For example, does the customer want a short-term, yet safe and effective solution that will extend the unit life by 2-3 years ... or are they looking for a more substantial upgrade that will improve energy efficiency and extend unit life by 20 years? All options are available to customers and Schindler will collaborate with facility managers to determine the best available approach. For maintenance specifically, Schindler's real-time scheduling tool allows Schindler to place customer requests, local inspection authority work, or 3rd party tasks into our technician's daily work flow. In Schindler's Service Excellence model these additional item are pulled into our technicians Field Link (iPhone app) when they arrive at a location to complete preventative maintenance. Working through our proprietary service delivery systems, we are the first in the industry to fully integrate all our service technology tools into one seamless platform. 18 Describe how service calls are escalated in The Schindler Customer Service Network (SCSN), located in emergency situations, including response time. Atlanta, GA, handles all our calls, emails and work order request for service 24 hours a day, 7 days a week. During these service calls a certified SCSN employee will enter the description of the unit malfunction and/or basis of the call into our SAP system, dispatch the service technician(s), and provide the customer with an ETA. Once the customer receives an ETA and the technician(s fixes the malfunction, the service request is considered closed. Schindler also audits over 1000 calls per month to assess call handling time, dispatch time, delivery of ETA information, and closeout. Response time may vary by contract, often we have a 1 hour requirement for entrapments and 2 -hour requirement for service calls. Most customers require a standard 4 hour response time during normal business hours. 19 Discuss the breadth of your parts inventory Most common replacement items are kept in the maintenance and the ability that your service and/or technicians vehicles, ready for immediate replacement on site. maintenance team will have the necessary Larger parts, or parts less in demand, are kept in local warehouse replacement parts readily available. most of which are within 20-25 miles of a technicians route. As a third option, parts more difficult to source as they are part of obsolete or vintage equipment, are kept at the Schindler Service Center (SSG) in Maumee, Ohio which provides a large inventory of OEM and after -market parts to all Schindler offices via overnight delivery. Approximately 30,000 active SKUs are stored at the warehouse at any given time. Schindler also has an extensive internal parts support group who has relationships with multiple vendors. As such, they have the ability to drop ship items, including custom/job specific materials, to offices which are not currently in stock at SSC. Finally, in addition to a network of printed circuit board repair vendors, a majority of PCBs are repaired at our engineering facility in Holland, Ohio, and shipped for overnight delivery. 20 Describe your experience and process in Schindler's model with Modernization is client specific. We offer a verity of products regards to Modernization. and offerings for both Escalator and elevator modernization solutions. We will review with the Sourcewell Member and then work to find the proper solution for their desired outcome. Bid Number: 050224 Vendor Name: Schindler Elevator Corp