SYSTEMS MAINTENANCE SERVICES (SMS) 1 - 2007

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• 3. After two (2) hours of unsuccessful problem resolution, the Local Supervisor is required to inform Corporate Technical Support of the situation and concurrently dispatch the Senior Engineer to the site with a full subassembly and/or whole unit replacement. 4. If after four (4) hours of SMS field engineer(s) being on-site and unable to resolve the problem, Corporate Technical Support, the Manager of Engineering, along with the Sales Representative, are to be notified. At this point, Corporate Technical Support is to take over the technical direction of the call and to use total corporate resources to resolve the problem. After eight (8) hours, if the particular problem has not been resolved because of its complexity, the malfunctioning entire system/unit will be replaced with a totally tested unit from on of SMS' local Spare Parts Depot Centers. C. CORPORATE TECHNICAL SUPPORT RESPONSIBILITIES It is Corporate Technical Support's responsibility to provide solutions and to give technical direction to the field engineering staff, supervisors and customers when requested. 2. Once Corporate Technical Support takes over the technical direction of a particular call or customer problem, it has the responsibility to see problem resolution through to completion. 3. Corporate Technical Support is to immediately notify the Vice President of Sales of the problem and its status. 4. When Corporate Technical Support has responsibility for the technical direction of the call, it will also have command of all local engineering staff, field supervisors and any company resources necessary to resolve the problem at hand. 5. It is Corporate Technical Support's responsibility to keep the Manager of Engineering and the President informed of every service call extending beyond four (4) hours and to keep them updated of the progress of the call through completion.