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TOSHIBA Leading Innovation :» Service Methodologies Service Call Process 6401 Nob Hill Road Tamarac, FL 33321 All service calls will be tracked by our Toshiba's Dispatch Center. This allows us to capture and maintain data regarding specific machine metrics, provide exception reporting, and ensure that the work is completed and problem resolved within the required timeframe. Users will place service calls with Toshiba's Dispatch Center by calling our toll -free number or online via the Global Services Portal. Upon receipt of the request, the dispatcher inputs the service data and notifies the local office of the service call. For locations with an onsite technician, the dispatcher pages the technician and provides a digital message that contains the customer name, phone number, and brief description of the problem. The local team will contact the customer immediately upon receipt of the dispatch in order to acknowledge the service request, provide a time of arrival and /or to provide phone resolve or technical support. For calls not resolved over the telephone, a service technician will be dispatched for an on -site visit within four hours of receipt of the call. The local office will respond to all service calls within 2 hours of receipt of call. Upon completion of the service call, the service technician will also clear the call through Toshiba's Dispatch Center. Follow -up calls are made until the service is complete and the customer's needs are met. Toshiba's Dispatch Center operates during the hours of 5:00 a.m. to 5:00 p.m. Pacific Time, Monday- Friday excluding holidays. The Dispatch Center can be reached online via the Global Services Portal, or through Toshiba's toll -free telephone number: 877 -855 -1344. Toshiba's Dispatch Center uses BMC Remedy as their service desk platform for managing all tier -one service tickets. This system has been customized to fit Toshiba's and our customers' specific requirements for service call logging, dispatching, backing and problem resolution. Escalated Problem Resolution While our goal is to resolve the problem on first visit, in rare cases where an issue is not resolved through first level triage, the local Account Manager will assign the problem to a technical expert in the relevant area. Recurring problems are reported immediately to the Service Manager, who will determine possible solutions and actively work to resolve the issues. Preventative Maintenance Toshiba will also provide ongoing preventive maintenance as prescribed by manufacturer recommendations to ensure that Equipment remain in good working condition. Regularly scheduled maintenance will include testing, cleaning, lubricating, adjusting, replacing unserviceable parts, and communicating any necessary suggestions to the operator. Toshiba has a comprehensive Preventive Maintenance (PM) Program designed to improve equipment reliability and ensure the highest possible up -time through periodically inspections, cleaning, and parts replacement Scheduled PM intervals vary by model and are programmed into the device. At the required interval, the equipment's control panel will indicate that it is time to schedule PM. The customer location will only need to place a call for service. During the PM visit, the service technician verifies that the equipment is operating efficiently and replaces worn parts to ensure that the equipment continues to function within our specifications. Specific PM tasks include, but are not limited to: • Routine cleaning and lubrication. All necessary adjustments. Toshiba's Recommendations for The City of Coconut Creek's RFC for Managed Print Services, 12 -01 -10-10 Page 12 of 42