MBF COMPANY CONFIDENTIAL FIELD INFORMATION BULLETIN SERVICE GROUP(S): MICRO,MINI,LARGE MFG: BASIC FOUR NACS TYPE(S): N049 MFG. MODEL(S): MANAGEMENT CATEGORY: NACS MGT. BULLETINS DESC: BULLETINS *** TABLE OF CONTENTS AS OF 12/20/90 *** FIB 00001.Bulletin #1 - Certification of MBF Equipment................07/31/89 FIB 00002.Bulletin #2 - Inspection and Maintenance Acceptance.........07/31/89 FIB 00003.Bulletin #3 - Upgrade Hardware/Software Installations.......07/31/89 FIB 00004.Bulletin #4 - Installation DOA Parts Replacement............07/31/89 FIB 00005.Bulletin #5 - Remote Maintenance Service (RMS)..............08/03/89 FIB 00006.DELETED.....................................................08/03/89 FIB 00007.Bulletin #7 - Extended Benefits Maintenance Plans...........08/01/89 FIB 00008.Bulletin #8 - Ohio Mattress (OMT) - National Account........08/01/89 FIB 00009.Bulletin #9 - NACS Maintenance Service Approval Policy......08/01/89 FIB 00010.Bulletin #10 - MBF Model Number to NACS Type Number - Cross 08/01/89 FIB 00011.Bulletin.#11 - Change In Per Call Rates...........(Text Inco08/01/89 FIB 00012.Bulletin #12 -....................................(Text Inco08/03/89 NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------Table Of Contents Pg01 of 01 FIB 00001 07/31/89 *** Bulletin #1 - Certification of MBF Equipment *** CERTIFICATION POLICY AND PROCEDURE 03/07/89 Attached is the MBF NACS Certification Policy and Procedure which is designed to provide current NACS maintenance customers a service to certify that equipment which is to be de-installed is qualified for MBF authorized maintenance. This procedure should be inserted into the NACS Policies and Procedures Manual (to be provided). The Bulletin should be inserted into the NACS Field Service Management Bulletins Binder. Attached also is a copy of the Maintenance Agreement Qualification Letter which is to be issued to the customer upon completion of the Certification. The Certification Seals referenced in the procedure will be provided. ------------------------------------------------------------------------------- SUBJECT: CERTIFICATION OF MBF EQUIPMENT TO BE DE-INSTALLED I. PURPOSE: To provide current NACS maintenance customers a service to certify that equipment which is to be de-installed is qualified for MBF authorized maintenance. II. DEFINITIONS: Certification: The process used to verify that equipment is currently under NACS maintenance and meets MBF standards for maintenance acceptance. Maintenance Agreement Qualification Letter: Letter issued to the customer which certifies that the equipment is qualified for an MBF authorized Maintenance Agreement. Conditional Acceptance Rider: Rider which is required for equipment which has not been certified by NACS. The Rider provides NACS with the option to determine maintenance acceptance during a trial 30 day time frame. III. POLICY: 1. All requests for Certification of equipment currently under NACS maintenance and being de-installed should be submitted to the Field Manager by the customer. 2. The equipment must have been under a NACS maintenance Contract for at least 6 months immediately preceding the request. 3. NACS will inspect the equipment to ensure that it is operating at a level in compliance with NACS maintenance standards. 4. NACS will affix an MBF seal on the equipment which certifies that the NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB001 Pg001 equipment has been inspected and qualified for authorized MBF maintenance. 5. NACS will provide a copy of the standard Maintenance Agreement Qualification Letter with equipment serial numbers and revision levels to the customer at no charge. 6. The Maintenance Agreement Qualification Letter is valid for 30 days, subject to the terms and conditions of the Letter. 7. Equipment accompanied by a valid Maintenance Agreement Qualification Letter and in compliance with the terms and conditions of the Letter does not require a Conditional Acceptance Rider. 8. Equipment accompanied by a valid Maintenance Agreement Qualification Letter will require an inspection prior to installation. (Refer to Inspection and Maintenance Acceptance Policy and Procedures #0002). IV. FORMS: Maintenance Agreement Qualification Letter V. RESPONSIBILITY INDEX: Responsible Area Steps NACS Field Manager 1,4,5 NACS Field Engineer 2,3 VI. PROCEDURE: NACS Field Manager 1. Receives request from customer to certify equipment and verifies that it has been under maintenance for 6 months. NACS Field Engineer 2. Inspects equipment and boards and records serial numbers and revision levels. 3. Affixes Certification Seal on the equipment. NACS Field Manager 4. Incorporates the serial numbers and rev levels of the equipment and features inspected into the Maintenance Agreement Qualification Letter. 5. Issues the Maintenance Agreement Qualifi- cation Letter to the Customer, retains a copy for Branch Records. ANY EXCEPTIONS TO THE CERTIFICATION POLICY AND PROCEDURE REQUIRES WRITTEN PRIOR APPROVAL FROM THE NACS DIRECTOR OF NATIONAL SUPPORT. ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB001 Pg002 FIB 00002 07/31/89 *** Bulletin #2 - Inspection and Maintenance Acceptance *** [PEXP] INSPECTION AND MAINTENANCE ACCEPTANCE POLICY AND PROCEDURES 03/07/89 Attached is the Inspection and Maintenance Acceptance Policy and Procedures which have been developed to establish NACS maintenance eligibility for used and Foreign Device equipment. This policy applies to: 1. Customers not currently under maintenance contracts. 2. Customers who want to add non-MBF (foreign) devices to MBF equipment (Approved on an exception basis only). 3. Customers who want to add used MBF devices which are not currently certified for maintenance. 4. Customers who want to add used MBF devices which are certified for maintenance. Attached also is a copy of the Inspection and Maintenance Acceptance Form (IMA) which is to be used for each inspection and Maintenance Acceptance. Please note that the Inspection Fee has been changed. There is no longer a set fee of $750. The fee is now the standard hourly rate, with a minimum of two hours. A copy of the Conditional Acceptance Rider, which is to be used for non-certified equipment (including non-MBF and used devices) is also included. This Rider MUST accompany all non-certified equipment. ------------------------------------------------------------------------------- SUBJECT: INSPECTION AND MAINTENANCE ACCEPTANCE FOR MBF/NON-MBF EQUIPMENT[PEXP] . I. PURPOSE: To establish NACS maintenance eligibility for used and Foreign Device equipment. This policy applies to: 1. Customers not currently under maintenance contracts. 2. Customers who want to add non-MBF (foreign) devices to MBF equipment. (Approved on an exception basis only). 3. Customers who want to add used MBF devices which are not currently certified for maintenance. 4. Customers who want to add used MBF devices which are certified for maintenance. II. DEFINITIONS: Certification: The process used to verify that equipment is currently under NACS maintenance and meets MBF standards for maintenance NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB002 Pg001 acceptance. Inspection: The process used to determine the equipment is operational and meets mandatory revision level standards. Maintenance Acceptance: The process required to upgrade components and/or repair equipment to ensure eligibility for NACS maintenance. IMA: Inspection and Maintenance Acceptance Form. Maintenance Agreement Qualification Letter: Letter issued to the customer which certifies that the equipment is qualified for an MBF authorized Maintenance Agreement. Conditional Acceptance Rider: Rider which is required for equipment which has not been certified by NACS. The Rider provides NACS with the option to determine maintenance acceptance during a trial 30 day time frame. III. POLICY: 1. Inspections are requested by the customer for MBF equipment not currently under maintenance, equipment which is accompanied by a valid Maintenance Agreement Qualification Letter and/or non-MBF devices to be added to MBF systems. 2. Non-MBF internal devices (memory boards, controllers, disk drives, etc.) and systems with non-MBF internal devices are not eligible for NACS maintenance. Non-MBF external devices which do not have an MBF compatible interface are not eligible for NACS maintenance. 3. The device will be inspected and the results recorded on the IMA. 4. If the equipment is accompanied by a valid Maintenance Agreement Qualification Letter, there will be no charge for the inspection. 5. If the equipment is not accompanied by a valid Maintenance Agreement Qualification Letter, the current Inspection Fee will be charged. 6. If the equipment is MBF and does not require repair or re-work after the inspection for compliance with NACS maintenance standards, it is eligible for maintenance acceptance. 7. If the equipment is MBF and does require repair, the FM will quote an Acceptance Fee which includes parts and labor charges and include the fee in charges (#5) on the IMA. 8. The Acceptance Fee is to be paid in the full amount quoted prior to performing any repairs. 9. All non-MBF equipment which is not on the approved foreign device service list MUST be inspected for maintenance acceptance. The IMA must be submitted to NACS Technical Support for approval. 10. Equipment not accompanied by a valid Maintenance Agreement Qualification Letter will require the 30 day Conditional Acceptance Rider. 11. If the Customer does have a valid Maintenance Agreement Qualification Letter, the Inspection fees are waived if the equipment is placed on MBF maintenance immediately following installation and an MBF Maintenance Agreement was requested prior to the installation. NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB002 Pg002 12. Devices repaired by NACS to meet MBF maintenance standards will qualify for maintenance acceptance at the time of repair without the accompaniment of the Conditional Acceptance Rider. 13. All equipment must be installed properly by an authorized MBF Representative prior to inspection and maintenance acceptance. IV. FORMS: Inspection and Maintenance Acceptance Form (IMA) Conditional Acceptance Rider Maintenance Agreement Qualification Letter V. RESPONSIBILITY INDEX: Responsible Area Steps NACS Field Manager 1,2,4,8,9,10 NACS Field Engineer 3,6,7, Tustin Billing Dept. 11 NACS Technical Support 5 VI. PROCEDURE: NACS Field Manager 1. Receives request from customer to put MBF device or non-MBF device under maintenance. 2. Initiates an Inspection and Maintenance Acceptance Form (IMA) with a detailed description of the device to be inspected. NACS Field Engineer 3. Inspects device and records results on the IMA, noting if the equipment has an O/S License Agreement. NACS Field Manager 4. Quotes fees for parts and labor required to bring device to a maintenance acceptance level, if required. Sends to NACS Technical Support if non-MBF device. Technical Support 5. For non-MBF devices, determines spares, training, repair and MMC, approves or disapproves maintenance, returns IMA to FM. NACS Field Engineer 6. Repairs device as required and upgrades/ add-on necessary parts to qualify device for maintenance acceptance. 7. Signs and dates IMA. NACS Field Manager 8. Totals fees. If the customer submitted a Maintenance Agreement Qualification Letter, it should be attached to the NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB002 Pg003 IMA. 9. Determines if customer will sign a Maintenance Agreement. 10. Submits a copy of the IMA to the Tustin Billing Dept attached to the Special Billing Request. Tustin Billing Dept. 11. Invoices customer per the Special Billing Request. ANY EXCEPTIONS TO THE INSPECTION AND MAINTENANCE ACCEPTANCE POLICY REQUIRES WRITTEN PRIOR APPROVAL FROM THE NACS DIRECTOR OF NATIONAL SUPPORT. ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB002 Pg004 FIB 00003 07/31/89 *** Bulletin #3 - Upgrade Hardware/Software Installations *** UPGRADE POLICY AND PROCEDURE 03/07/89 Attached is the policy and procedure for hardware/software upgrades. This has been established to assure that all MBF system hardware/ software upgrades are installed with all boards operating at the revision levels required by the upgrade prior to the upgrade installation. All hardware and/or software upgrades for MBF systems which include any board revision level specifications must have a site survey prior to the upgrade installation. The site survey determines which boards the NACS Field Manager must order through Installation Support to meet the required revision level. The system with the newly installed replacement parts must run satisfactorily for one week prior to any software upgrade. If the system is to be upgraded to an Advanced Series System, the O/S must have been installed and running satisfactorily for one week prior to the upgrade hardware being installed. ------------------------------------------------------------------------------- SUBJECT: UPGRADE HARDWARE/SOFTWARE INSTALLATIONS I. PURPOSE: To establish a policy and procedure to assure that all MBF system hardware/software upgrades are installed with all boards operating at the revision levels required by the upgrade prior to the upgrade installation. II. DEFINITIONS: Site Survey: Inspection of currently installed systems which are to be upgraded to ensure that all boards meet revision level requirements of all add-on hardware/software. RGA: Returned Goods Authorization. The number issued from Installation Support to return below revision level parts and/or boards to be traded in by the customer for credit. III. POLICY: 1. All hardware and/or software upgrades for MBF systems which include any board revision level specifications must have a site survey prior to the upgrade installation to determine which, if any, boards require revision level updates to accommodate the upgrade. 2. The site survey is requested in writing (OMS or FAX) by the Branch/ Dealer to the NACS Field Manager and includes the Market Codes, description and ETR number of the upgrade. The request also includes a list of which boards are to be traded-in by the customer as part of the upgrade. 3. The Field Engineer performs the site survey and determines which parts NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB003 Pg001 require replacement to meet upgrade revision level specifications. 4. The FM requests, in writing (OMS or FAX) to Installation Support all the parts which require a revision level update. 5. The FM schedules the replacement of the parts after they have arrived and the FE installs the proper revision level parts. 6. The system with the newly installed replacement parts must run satisfactorily for one week prior to any software upgrade. 7. If the system is to be upgraded to an Advanced Series System, the O/S must have been installed and running satisfactorily for one week prior to the upgrade hardware being installed. 8. Customers who are currently under a NACS Maintenance Agreement and have purchased the upgrade boards from MBF or an authorized Dealer, are not invoiced for the site survey and revision level changes. 9. Customers who are not currently under a NACS Maintenance Agreement and are upgrading a system which requires revision level changes MUST follow the Inspection and Maintenance Acceptance Policy and Procedure (Refer to Procedure #0002). The customer is invoiced for the inspection and parts and labor required to bring the system to the proper revision levels. 10. Customers who are currently under a NACS Maintenance Agreement and have purchased upgrade boards from a source other than MBF or an authorized Dealer MUST be referred to NACS Director of National Support prior to ordering replacement parts required to meet revision level standards. 11. The NACS office is responsible for returning the below revision level parts to the Return Goods Center with the RGA number on the carton and on the packing list. 12. After the system has performed satisfactorily, the FE upgrades the system. 13. The FE packages the trade-in boards and notifies the Sales Dealer/ Branch that the upgrade has been completed. The Sales Dealer/Branch is responsible for obtaining an RGA number and arranging the return of the boards for which the customer will receive trade-in credit. IV. FORMS: Site Survey Form V. RESPONSIBILITY INDEX: Responsible Area Steps Sales Branch/Dealer 1,11 NACS Field Manager (FM) 3,5,8,9 NACS Field Engineer (FE) 2,6,10 Installation Support 4 NACS Field Materials Coordinator (FMC) 7 VI. PROCEDURE: Sales Branch/Dealer 1. Request Site Survey for equipment to be upgraded. Include ETR number, Market NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB003 Pg002 Codes, Description of Upgrade and list of trade-in boards. NACS Field Engineer 2. Schedules and performs site survey, records parts which are below the required revision level on the site survey form including the part numbers, description, current revision level and required revision level. NACS Field Manager 3. Requests via FAX or OMS parts which need to be replaced/updated. Requests RGA number for the parts which are to be replaced. Includes desired delivery date, ship to address and ETR number. Installation Support 4. Issues RGA Number and schedules parts to ship by the desired delivery date to the address requested. Provides NACS copy of the shipper. NACS Field Manager 5. Schedules replacement of parts. NACS Field Engineer 6. Replaces parts. NACS FMC 7. Packages parts to ship to the Return Goods Center in Tustin. Ensures that the RGA # is on the packing list and carton. NACS Field Manager 8. Verifies that the system has operated with the revision level changes for one week. 9. For Advanced Series Systems, verifies that the O/S operates for one week prior to upgrade installation. NACS Field Engineer 10. Installs the upgrade. Packages boards to be returned, notifies the Sales Branch/Dealer that the upgrade has been completed. Sales Branch/Dealer 11. Requests RGA and arranges for return of trade-in boards to the Return Goods Center for customer credit. ANY EXCEPTION TO THE UPGRADE POLICY AND PROCEDURE REQUIRES WRITTEN PRIOR APPROVAL FROM THE NACS DIRECTOR OF NATIONAL SUPPORT. ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB003 Pg003 FIB 00004 07/31/89 *** Bulletin #4 - Installation DOA Parts Replacement *** INSTALLATION/UPGRADE DOA POLICY AND PROCEDURE 03/07/89 Attached is the MBF and NACS Installation/Upgrade "DOA" Policy and Procedures. These have been established to define an installation/upgrade "DOA" MBF part and to assure that it is replaced in a timely manner through one centralized location at MBF Headquarters. Any part which fails within 30 days after an installation or upgrade is considered an Installation/Upgrade DOA and the replacement part is to be ordered ONLY through Installation Support. It is the responsibility of Installation Support to make every effort to ship the part as required. The NACS Branch should not place a Code "A" order for an installation/upgrade DOA part through any other Department. If the NACS Branch has a replacement part at the proper revision level in inventory and use of the part does not jeopardize support requirements, that part should be used. Installation Support will replenish NACS inventory which has been utilized for DOA's. The NACS Branch will arrange with Installation Support the desired delivery date and shipping method. ------------------------------------------------------------------------------- SUBJECT: INSTALLATION/UPGRADE DOA PARTS REPLACEMENT I. PURPOSE: To establish a policy and procedure to define an installation/upgrade "DOA" MBF part and to assure that it is replaced in a timely manner through one centralized location at MBF Headquarters. II. DEFINITIONS: DOA: Dead on Arrival. This term refers to any part which fails within 30 days after installation or upgrade. RGA: Returned Goods Authorization. The number issued from Installation Support to return DOA's. III. POLICY: 1. A customer part which fails upon installation/upgrade, or within 30 days of the installation/upgrade is considered DOA. 2. The NACS Branch requests a replacement part from Installation Support via OMS or FAX, including the part serial number and manufacturers' number, delivery site and delivery date. 3. Installation Support will issue an RGA Number and request overnight shipment of the part unless other arrangements have been made with the concurrence of the NACS Branch. NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB004 Pg001 4. It is the responsibility of Installation Support to make every effort to ship the part as required. The NACS Branch should not place a Code "A" order for an installation/upgrade DOA part through any other Department. 5. The NACS Branch is responsible for returning the DOA part to the Return Goods Center with the RGA number on the carton and on the packing list. 6. If the NACS Branch has a replacement part at the proper revision level in inventory and use of the part does not jeopardize support requirements, that part should be used. 7. Installation Support will replenish NACS inventory which has been utilized for DOA's. The NACS Branch will arrange with Installation Support the desired delivery date and shipping method. IV. FORMS: (None Required) V. RESPONSIBILITY INDEX: Responsible Area Steps NACS Field Manager (FM) 2,3 NACS Field Engineer (FE) 1,5 Installation Support 4 NACS Field Materials Coordinator (FMC) 6 VI. PROCEDURE: NACS Field Engineer 1. Notifies FM of installation/upgrade DOA part. NACS Field Manager 2. Checks inventory to determine if DOA can be replaced from stock on-hand. If so, schedules FE to replace DOA. If not, proceeds directly to #3. 3. Requests via FAX or OMS part which is DOA, including serial number, manufacturers' part number, delivery site and date required. Installation Support 4. Issues RGA Number and schedules part to ship by the desired delivery date to the address requested. Provides NACS copy of the shipper. NACS Field Engineer 5. Replaces defective part, either from inventory on hand or shipped from Installation Support, completes DMT Tag. NACS FMC 6. Packages part to ship to the Return Goods Center in Tustin. Ensures that the RGA # is on the packing list and carton. ANY EXCEPTION TO THE DOA POLICY AND PROCEDURE REQUIRES WRITTEN PRIOR APPROVAL FROM THE NACS DIRECTOR OF NATIONAL SUPPORT. NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB004 Pg002 ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB004 Pg003 FIB 00005 08/03/89 *** Bulletin #5 - Remote Maintenance Service (RMS) *** REMOTE MAINTENANCE SERVICE (RMS) PROGRAM POLICY AND PROCEDURE 03/07/89 MAI Basic Four North American Customer Service (NACS) is pleased to announce the Remote Maintenance Service Program (RMS). Included with this Bulletin are the RMS Policy and Procedures and copies of the Remote Diagnostic Riders. This program has been developed to provide NACS customers who purchase a new MPx or Advanced Series System or CPU upgrade the option to have remote maintenance service and thereby reduce their Monthly Maintenance Charge (MMC). The customer's MMC is discounted at a rate depending on the length of the Maintenance Contract Term: Maintenance Contract Term MMC Reduction 5 Years 13% 3 Years 10% 1 Year 8% The RMS Program allows the NACS Field Engineer to dial into the customer's computer to review error logs, run diagnostics and perform remote remedial and preventative maintenance. This provides customers with the convenience of minimum disruption to their daily operations and at the same time gives NACS personnel a full range of on-line availability. The Remote Maintenance Service Program can also be used in conjunction with the Extended Benefits Maintenance Plans. Any one of the Remote Diagnostic Riders (one, three or five year) may be used with a corres- ponding one, three or five year Extended Benefits Plan option. SUBJECT: REMOTE MAINTENANCE SERVICE - MPX & ADVANCED SERIES SYSTEMS I. PURPOSE: To provide NACS customers who purchase a new MPx or Advanced Series System or CPU upgrade the option to have remote maintenance service and thereby reduce their Monthly Maintenance Charge (MMC). II. DEFINITIONS: RMS: Remote Maintenance Service. A program offered by NACS which allows the FE to dial into the customer's computer to review error logs, run run diagnostics and perform remote remedial and preventative maintenance. Customers who utilize the RMS Program have a reduction in MMC charges which varies on the length of the Maintenance Contract. Extended Benefits Plan (s): A range of optional services, terms and conditions in addition to the standard NACS Maintenance Agreement, such as variable length of contract term or variable payment terms. An Extended Benefits Plan may be used in conjunction with RMS. NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB005 Pg001 Remote Diagnostics Rider: Rider which is required for equipment which is serviced by the RMS Program. The customer may select one of three contract terms; one year, three years or five years. III. POLICY: 1. In order to be eligible for the RMS program, the customer MUST meet the following requirements: A. Dedicate a 2400 baud serial port for the remote maintenance. B. Attach an asynchronous 2400 baud full-duplex modem which is compatible with MBF equipment and meets MBF's minimum specifications, to the dedicated port. C. Provide a dedicated phone line (at customer expense) and number at the site for the remote maintenance. D. Provide log-on access for NACS to perform the remote maintenance. 2. Only new sales of MPx and Advanced Series Systems or new sales of upgrades to an MPx or Advanced Series System which meet the requirements in #1 are eligible for RMS. 3. Devices not directly connected to the system CPU (i.e. remotely connected terminals, printers, etc.) are not included in the RMS or the MMC reduction rate. 4. Each CPU installation site which elects RMS service MUST meet the requirements in #1. 5. The modem, port and telephone line are made available to MBF exclusively by the customer to remotely diagnose and correct the problem beginning with each call by the customer to report the problem and ending with the repair or other resolution to that problem. 6. The modem, port and telephone line can also be accessed by MBF exclusively by notifying the customer two (2) hours in advance that MBF requires remote access to the equipment. MBF is responsible for notifying the customer when the access is no longer required. 7. Any one of the Remote Diagnostic Riders (one, three or five year) may be used in conjunction with a corresponding one, three of five year Extended Benefits Plan option. (Refer to the Extended Benefits Plan, Procedure #0006). 8. The customer's MMC is discounted at a rate depending on the length of the Maintenance Contract Term: Maintenance Contract Term MMC Reduction 5 Years 13% 3 Years 10% 1 Year 8% The MMC reduction is applied only to devices directly connected to the CPU under the RMS. IV. FORMS NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB005 Pg002 Remote Diagnostics Rider Extended Benefits Rider (if applicable) V. RESPONSIBILITY INDEX Responsible Area Steps Sales Branch/Dealer 1,4 NACS Field Manager (FM) 7 NACS Field Engineer (FE) 2,8,9,10 NACS Field Office Coordinator (FOC) 3,5 HQ Billing 6 VI. PROCEDURE Sales Branch/Dealer 1. Provides sufficient information (i.e. cust- omer name, Market Codes, description, etc.) to FOC to prepare NACS Maintenance Agree- ment and appropriate RMS Rider. (If an Extended Benefits Plan option is also chosen, refer to Procedure #0006 also.) FE 2. After receipt of NOI, installs equipment. Verifies that equipment meets requirements of RMS. Gives paper- work to FOC to prepare MA. FOC 3. Prepares necessary Contract documentation and forwards to Sales Branch/Dealer. Sales Branch/Dealer 4. Presents contract documentation for customer signature, returns to FOC for processing. FOC 5. Follows normal Maintenance Agreement Procedures. If the customer has selected an Extended Benefits Plan with the RMS, follows Extended Benefits Plan Procedure.) HQ Billing 6. Enters data into the maintenance billing database and generates invoice reflecting the MMC discount per the terms and conditions of the RMS Rider. (If the customer has also selected an Extended Benefits Plan, follows Extended Benefits Plan Procedure.) FM 7. Obtains customer telephone number and log-on access. FE 8. Responds to customer calls reporting equipment problems and resolves the problem through remote diagnostics. 9. If a PM or other system access is required, notifies customer 2 hours in advance of remote access and notifies customer when access is completed. 10. If the problem cannot be resolved remotely, sends FE to site to fix problem. NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB005 Pg003 ANY EXCEPTIONS TO THE RMS POLICY AND PROCEDURE REQUIRES WRITTEN PRIOR APPROVAL FROM THE NACS DIRECTOR OF NATIONAL SUPPORT. ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB005 Pg004 FIB 00006 08/03/89 *** DELETED *** NACS Management Bulletin #6 has been replaced by Bulletin #7. ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB006 Pg001 FIB 00007 08/01/89 *** Bulletin #7 - Extended Benefits Maintenance Plans *** EXTENDED BENEFITS MAINTENANCE PLANS POLICY AND PROCEDURE 04/21/89 Attached is the final copy of the Extended Benefits Maintenance Plan (EBP) Policy and Procedures. Please review the Procedure, especially the Responsibility Index (Section V) and inform your personnel of their responsible areas. Please discard the preliminary version of the EBP Policy and Procedure (Marketing Policy and Procedure, dated 3-15-89) and replace it with the NACS Policy and Procedure in your NACS Management Bulletins Binder. Changes from the preliminary version include: 1. The Policy states that there is no extended coverage outside of NACS Serviceable Areas. These customers, however, are eligible for all of the other benefits of the plan selected. 2. If the Certificates are to be used in conjunction with the sale of a new system, the Account Manager must OMS HQ Billing using the OMS format in the Procedure or telephone with the same information as required in the OMS format. HQ Billing will issue the Certificate Numbers which must be referenced on the Maintenance Agreement and Sales Order. (Dealer end-users will not require the Certificates in advance. They will receive the Certificates from MBF, tender it to the Dealer upon receipt, and apply it as partial payment of the amount due to the Dealer.) ------------------------------------------------------------------------------- SUBJECT: NACS MAINTENANCE SERVICE APPROVAL AREAS I. PURPOSE: To provide a standard procedure by which MBF Sales Branches, Dealers and NACS Field Offices determine service requirements and applicable surcharges for equipment requested to be serviced which is outside of the standard NACS serviceable area. II. DEFINITIONS: North American Customer Service (NACS) Serviceable Area Listing: A listing of geographic areas defined as: NACS Serviceable Areas, NACS Prior Approval Required Areas and NACS/Sorbus Sub-Back Areas. NACS Serviceable Area: Geographic area defined by NACS to have the resources available ( which typically means there are 3 or more Field Engineers in that area) to service MBF equipment without any approvals required. NACS Serviceable Area is referred to as an "NSA". NACS Prior Approval Required Area: Geographic area defined by NACS which is outside of the NACS Serviceable area (NSA) and requires approval for service prior to the customer signing the Purchase and NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB007 Pg001 License Agreement. This definition typically means there are 2 or less NACS Field Engineers in that area. A NACS Prior Approval Required Area is referred to as a "PAR". NACS/Sorbus Sub-Back Area: Geographic area defined by NACS which is outside of the NSA and PAR and requires approval for service prior to the customer signing a Maintenance Agreement. Within such an area, NACS may not have the resources available, so service is provided by Sorbus, Inc. under sub-contract to NACS. Remote Maintenance Surcharge: A monthly surcharge beyond the standard MMC calculated as a percentage based on driving distance measured from the perimeter of a NACS Serviceable Area up to and including a 120 mile radius. Per Trip Travel Surcharge: A travel surcharge measured in driving distance one way from the perimeter of the NACS Serviceable Area on a per call and per mile basis. Installations beyond 120 miles from the perimeter of an NSA are charged on a projected travel expense basis, (i.e. airfare, etc.). Extended Coverage: Maintenance service beyond the normal hours of 8 a.m. through 5 p.m., Monday through Friday. III. POLICY: 1. The MBF Sales Branch/Dealer must notify the NACS Field Office AT LEAST 60 days prior to the scheduled date of installation of any potential service of MBF equipment which is to be installed in an area outside of the NACS Serviceable Area as defined in the NACS Serviceable Area Listing. (Reference NACS Serviceable Area Listing.) 2. The NACS Field Manager determines applicable approval levels required and/or travel surcharges based on the guidelines outlined in the Maintenance Service Surcharge/Appr>Fl table. MAINTENANCE SERVICE SURCHARGE/APPROVAL TABLE LOCATION OF INSTALLATION TRAVEL NACS APPROVAL APPROVAL WITHIN PERIMETER OF: SURCHARGE REQUIRED LEVEL NACS SERVICEABLE AREA (NSA) NO NO NONE PRIOR APPROVAL AREA (PAR) NO YES FIELD MANAGER 120 MILES OF NSA YES YES FIELD MANAGER SORBUS SUB-BACK AREA NO YES REGION DIRECTOR OUTSIDE PAR AND/OR BEYOND YES YES NATIONAL DIRECTOR 120 MILES 3. Approval must be obtained from the appropriate level as indicated on the table for each potential MBF system or remote device installation. Approval for service of a piece of equipment does not authorize the service of additional MBF equipment. NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB007 Pg002 4. Equipment installed outside of a NSA is not eligible for extended coverage, including any extended coverage offered as part of an Extended Benefits Plan option. The customer is eligible for all of the other services of the Extended Benefits Plan. 5. Point of Sale peripheral devices installed in an area outside of the NSA are not eligible for on-site maintenance. Point of Sale maintenance options are referenced in a separate Procedure. 6. Non-MBF devices are ineligible for MBF service outside of the NSA. 7. MBF Branches/Dealers are responsible for informing the prospective customer of the maintenance surcharge options. (See Page 4). IV. FORMS: OMS Request for Service Outside of an NSA V. RESPONSIBILITY INDEX: Responsible Area Steps Account Manager (AM)/Dealer 1,5,7 NACS Field Manager (FM) 2,4,8 NACS Region Director (RD) 3 NACS Field Office Coordinator (FOC) 6,9 HQ Billing 10 VI. PROCEDURE: AM/ Dealer 1. Notifies the NACS Field Mgr. of a potential installation outside of the standard NSA, including location, equipment description, Market Codes, type of maintenance, etc. (If request is initiated by customer FM inspects equipment for eligibility for NACS service. NACS FM 2. Reviews request and location of desired service: a. If within a PAR or up to 120 miles beyond the perimeter of the NSA, ensures that there is adequate sparing, training and manpower for the location and type of service requested. Reviews if equipment is eligible for type of service and coverage requested. b. If within a Sorbus sub-back area, determines if equipment should be subcontracted to another maintenance company, sends OMS to NACS Region Director using OMS Form (page 5) c. If outside of a PAR and/or beyond 120 miles from perimeter of NSA, NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB007 Pg003 sends OMS to NACS RD. NACS RD 3. Reviews OMS request, modifies request as required (type of service, etc.) and forwards reply as required: a. If a Sorbus sub-back area, reviews, approves, forwards reply to FM. i. If non-MBF equipment, forwards to NACS Technical Support. NACS Technical Support ii. Reviews request per foreign device approval procedure, forwards reply, including MMC's, to RD and FM. b. If outside of a PAR and/or beyond 120 miles from the perimeter of an NSA, forwards request to NACS Director of National Support. NACS Director of i. Reviews request and service National Support requirements, provides approval/ non-approval for service, forwards to NACS Technical Support. NACS Technical Support ii. Determines sparing, response time, training schedule and coordinates with responsible RD and FM. Forwards approved request to FM with a copy to the RD. NACS Field Manager 4. Contacts AM/Dealer (or customer if initi- ated request) with response. AM/Dealer 5. Informs potential customer of approval, explains remote service surcharge options and any other charges, notifies FM of actual equipment ordered, including Market Code, descriptions, etc. and type of maintenance and surcharge option selected. FOC 6. Prepares Maintenance Agreement, including remote service surcharge option, and any riders, as required, forwards to AM/Deal- er if new customer. AM/Dealer 7. Obtains customer signature on Purchase and License Agreement and Maintenance Agreement and any riders, as required, forwards Maintenance Agreement documen- tation to FM. FM ONLY a. FM obtains customer signature on Maintenance Agreement and any riders for existing equipment. FM 8. Reviews documentation, signs the contract if within Corporate Grants of Authority, returns to FOC. NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB007 Pg004 FOC 9. Retains documentation until notified of installation (for new installations) makes modifications, as required, forwards to HQ Billing. HQ Billing 10. Processes MA paperwork and invoices customer per remote service surcharge option and other service options selected. VII. 1. ALTERNATIVE SURCHARGES The customer will have the option of selecting one of the following surcharge methods: A. Per Trip Charge: In addition to the base MMC, a per trip charge is calculated at the rate of $3.00 per mile, measured one way from the perimeter of the NSA. If the location of the equipment is beyond 120 miles from the perimeter of the NSA, this is the only option available. B. Remote Maintenance Surcharge: Miles Measured From Additional Perimeter of Serviceable Area MMC Surcharge 0 - 10 10% 11 - 20 20% 21 - 40 30% 41 - 60 50% 61 - 80 75% 81 - 100 110% 101 - 120 140% Beyond 120 Miles (Use Per Trip Charge) VII. 2. OMS FORM FOR REQUEST FOR SERVICE OUTSIDE OF AN NSA Format to be used by FM to NACS Region Director for approval for service within a Sorbus Sub-back area, outside of a PAR and/or beyond 120 miles from the perimeter of an NSA. REQUEST FOR SERVICE OUTSIDE OF AN NSA Customer Name: Customer Address: Equipment: Type of Service: (Standard, Extended Benefits, etc.) Type of Area: (PAR, Sorbus Sub-back, 120 miles beyond NSA) Travel Surcharge: (Y or N) Service Branch: Manpower Available: NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB007 Pg005 Spares Available: Training Requirements: The NACS Region Director will reply via OMS with an approval or conditioned approval. ANY EXCEPTIONS TO THIS POLICY AND PROCEDURE REQUIRES WRITTEN PRIOR APPROVAL FROM THE NACS DIRECTOR OF NATIONAL SUPPORT ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB007 Pg006 FIB 00008 08/01/89 *** Bulletin #8 - Ohio Mattress (OMT) - National Account *** OHIO MATTRESS COMPANY (OMT) NATIONAL ACCOUNT BULLETIN 04/21/98 Attached is the NACS National Account Bulletin #CR1 with information regarding the Ohio Mattress Company account. Included in the Bulletin is key information such as OMT and MBF contacts, equipment serviced and terms of the contract. Also included is Attachment A which lists the customer location and local responsible NACS person. Please note that the Master Maintenance Agreement Number has now been assigned. The number is 21331. The National Account Manager for OMT is Gina Felde, Central Region RAM. All maintenance contract processing and any questions regarding installation/removal of equipment should be directed to Gina. ------------------------------------------------------------------------------- SUBJECT: MBF LEASING BUNDLED MAINTENANCE CONTRACT OPTIONS I. PURPOSE: To document the policy and procedure for offering NACS maintenance service to MBF customers who lease their MAI Basic Four computer systems from MBF Leasing (a division of Bell Atlantic Tricon Leasing Corp) and elect to incorporate their maintenance payment into their monthly lease payment. II. DEFINITIONS: Bundled Maintenance Plans: A range of maintenance options featuring the choice of standard or extended services to customers who lease their MBF hardware through MBF Leasing. The Bundled Maintenance Plan MMC (monthly maintenance charge) is invoiced with the monthly lease payment for the term of the 36, 48 or 60 month lease plan. Purchase Credit Certificate: Certificate issued, in increments of $1,000, upon customer signature and/or acceptance of the NACS standard MA and the selected Bundled Benefits Plan option Rider. The Certificate is used to reduce the purchase price of the customer's acquisition of MBF products. It has no cash value. Extended Coverage: Maintenance service beyond the normal hours of 8 a.m. through 5 p.m., Monday through Friday. Extended Benefits Plan: A range of optional services, discounts and benefits in addition to the NACS Maintenance Agreement available to customers who purchase MBF hardware. The MA is amended to include the options selected by means of the Extended Benefits Rider. III. POLICY: NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB008 Pg001 1. Bundled Maintenance Plans may be sold by an MBF Account Manager or authorized Dealer in conjunction with an MBF Leasing Sales Representative to: a. Customers who lease new MBF systems through MBF Leasing. b. Customers who upgrade their CPU and lease through MBF leasing. 2. Bundled Maintenance Plans may not be offered to MBF customers who do not lease equipment through MBF Leasing. 3. Customers may add existing non-leased equipment to a bundled maintenance plan if: a. The equipment is not already under any other Extended Benefits Plan. AND b. At least one CPU at the location is being leased through MBF leasing. 4. The Bundled Maintenance Term (36, 48 or 60 months) MUST correspond to the lease term. Customers may not bundle maintenance for a period which extends beyond the lease term. 5. All maintenance performed outside of the covered maintenance period designated in the Maintenance Agreement is billable directly to the customer. 6. Additional equipment purchased during the term of the lease will be added to the Maintenance Agreement upon notification by MBF Leasing. The additional equipment must be under the same type of Plan as the original equipment; Plans cannot be mixed and matched. 7. Customers who request maintenance on new or added MBF equipment directly to NACS will have a separate Maintenance Agreement prepared (in addition to the Bundled Maintenance) and be billed directly from MBF for that equipment. 8. Customers may upgrade their maintenance plan for existing leased equipment from standard bundled maintenance to extended bundled maintenance when additional equipment is leased. 9. NACS shall notify MBF Leasing of the equipment installation date and warranty period. The warranty expiration date will correspond to the effective date for commencement of maintenance billing. 10. MBF Leasing is required to provide a notice of termination of main- tenance payment when the lease is in default. The effective date of maintenance cancellation is five (5) days from receipt of the termination notice from MBF Leasing to the NACS Branch office. 11. At MBF Leasing's request, NACS will de-install any leased equipment at a customer location and certify it as eligible for maintenance (reference Procedure #0001.) The Maintenance Qualification Letter is issued to MBF Leasing. 12. a. Purchase Credit Certificates, in increments of $1,000, are issued by the local NACS Branch Office ONLY after receipt of a signed Maintenance Agreement and appropriate Rider. b. A customer is eligible for only one set of Certificates. Multiple systems or locations do not qualify a customer NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB008 Pg002 for additional Certificates. Customers who are already under a Bundled Maintenance Plan who add equipment or purchase additional systems are ineligible for additional Certificates. c. Certificates are valid for two years from the date of agreement acceptance and may be used to reduce the purchase price of only MBF products purchased subsequent to or in conjunction with signing the Maintenance Agreement. d. The purchase price of the MBF products must be at least double the value of the Purchase Credit Certificate. e. A Certificate may only be redeemed once and may be for less than its face value, but not to exceed one half of the purchase price of the MBF products ordered. The unused value of the Certificate is forfeited. f. Sales Quota and Commission are not reduced by the amount and use of the Certificate. Total credit is earned upon customer invoice payment in full. g. Certificates may not be used as payment for maintenance service invoices and have no cash value. h. The Certificates are issued to the customer by mail within 24 hours from receipt of the MA and Rider. Certificates may be sent to the Account Manager or Dealer, at their request, for disbursement to the customer. 13. Extended Coverage may not be offered to customers whose installation site is outside the NACS standard Serviceable Area but all of the other features of the Bundled Maintenance Plans are available. 14. Extended Coverage does not guarantee response time and is admin- istered by the local NACS office. The customer may schedule preventative maintenance service during the period of Extended Coverage only with the approval of the NACS Field Manager. Remedial maintenance service is conditioned upon the availability of the NACS Field Engineer. 15. Commissions for bundled maintenance are reported by MBFL to MBF Credit and Collections Dept. After verification, Commission Accounting issues commissions. Commission Claim Forms are not required. 16. The NACS Field Office Coordinator (FOC) is responsible for preparing all NACS Maintenance Agreements and Bundled Benefits Plan riders to the Agreement. 17. The NACS Field Manager approves each transaction within the limits of their Corporate Grant of Authority. 18. The NACS Vice President, or his designee, shall interpret this policy. Policy exceptions require prior approval of the NACS Director of National Support with concurrence of the appropriate Sales/Dealer Director. IV. FORMS Bundled Benefits Rider (MBF NACS) Purchase Credit Certificate NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB008 Pg003 Pricing Data Form (MBF Leasing Bundled Maintenance Rider (MBF Leasing) Lease Schedule "A" (MBF Leasing) V. RESPONSIBILITY INDEX Responsible Area Steps Account Manager (AM) 1 Dealer 1 MBF Leasing Headquarters (MBFL HQ) 2a MBF Leasing Sales Rep. (MBFLS) 2, 4 NACS Field Manager (FM) 4d. NACS Field Office Coordinator (FOC) 3, 5 HQ Billing 6, 7, 8, 9, 10 VI. PROCEDURE AM/Dealer 1. Explains maintenance options to customer, contacts MBFLS if customer may lease, provides sales order or list of proposed equipment to MBFLS. MBFLS 2. Makes lease proposal to customer, contacts FOC for Maintenance Quote by providing the sales order or list of proposed equipment, notifies MBFL HQ of pending lease. MBFL HQ a. Begins credit approval, notifies MBF Credit and Collections and NACS HQ of pending leases, notifies MBFLS of approval. NACS HQ b. Notifies NACS Branches of any pending leases in their service area on a weekly basis. FOC c. Prepares Maintenance Quote by creating a Maintenance Agreement. Maintains log of all pending leases based on maintenance quotes and NACS HQ notices. MBFLS 3. Prepares lease documents, requests revised MA and Rider from FOC (if different than quote) Provides the following documents to FOC: Lease Schedule "A" Pricing Data Form Bundled Maintenance Rider If other equipment is to be bundled with lease, provides detailed description of equipment. FOC 4. After receipt of all MBFL documents, re- trieves information from pending file and prepares MA (without serial numbers, as required.) (If quote was prepared, modifies as required.) a. If customer selects extended option, surcharge is noted as the last line NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB008 Pg004 item of the MA. (Reference Billing Procedure xxx) Individual FSN's are NOT extended with the surcharge. b. Verifies customer eligibility for Certificates, confirms eligibility for on-site and extended coverage with the FM, as required. c. Forwards documents to MBFLS. MBFLS 5. Presents lease documentation for customer signature, including MA and appropriate Rider. Returns original MA and Rider to the FOC. NACS BRANCH: 5. Processes documents in the following manner: FM a. Signs the contract documents for MBF if within the FM's Corporate Grants of Authority. FOC b. Enters information into the Installed Base database. c. Prepares Certificate(s), obtains FM signature, enters into Certificate Log, issues to customer (via the AM or Dealer, as requested.) Attaches copy of Certifi- cates to signed MA. d. Retains signed MA and Rider in a pending file (if equipment is not already in- stalled) After installation, modifies MA as necessary, enters serial numbers, installation date and billing date. e. Forwards documents to HQ Billing, copy of MA to MBFL Headquarters. NOTE: If Exceptions are noted or the Contract exceeds the FM's Corporate Grants of Authority, forwards documentation to the NACS Region Director or NACS Vice President, as required. HQ Billing 6. Receives and reviews the documentation. 7. Enters data into the MA Contracts database per the terms and conditions of the BMP and rider to generate appropriate invoice. 8. Generates report for Supplies Distribution Center and Education Department of list of eligible customers for discounts. 9. Maintains Master Log of Certificates issued, issues new Certificates to NACS Branch. VII 1. BUNDLED MAINTENANCE PLANS NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB008 Pg005 There are three (3) basic Bundled Maintenance Plans (BMP) with terms of 36, 48 or 60 months respectively. There are two variations of each of the plans- a standard bundled maintenance option and an extended bundled maintenance option. All plans offer maintenance price protection for the term of the contract, i.e., MBF may not increase the MMC (monthly maintenance charge) during the 36, 48 or 60 month lease duration. MBF AM's and Dealers may sell any one of the 36, 48 or 60 month BMP's only to customers purchasing new systems. 36 MONTH PLAN SUMMARY: STANDARD EXTENDED PAYMENT/BILLING Monthly Monthly PURCHASE CREDIT None $2,000 CERTIFICATE EXTENDED COVERAGE None 12 Hrs Daily Btwn 7AM & 8PM MON Thru FRI EDUCATION DISCOUNT None 25% SUPPLIES DISCOUNT 5% 10% MMC SURCHARGE None 6.5% NOTES: The Education Discount is valid only for classes conducted by MBF Instructors. The Supplies Discount is valid for items listed in MBF's current Supplies Catalog and purchased directly from MBF. Extended coverage is available only in NACS Serviceable areas. PURCHASE CREDIT CERTIFICATES ARE ISSUED ONE TIME PER CUSTOMER. 48 MONTH PLAN SUMMARY: STANDARD EXTENDED PAYMENT/BILLING Monthly Monthly PURCHASE CREDIT None $2,000 CERTIFICATE EXTENDED COVERAGE None 12 Hrs Daily Btwn 7AM & 8PM MON Thru FRI EDUCATION DISCOUNT None 25% SUPPLIES DISCOUNT 5% 10% NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB008 Pg006 MMC SURCHARGE None 6.5% 60 MONTH PLAN SUMMARY: STANDARD EXTENDED PAYMENT/BILLING Monthly Monthly PURCHASE CREDIT None $4,000 CERTIFICATE EXTENDED COVERAGE None 12 Hrs Daily Btwn 7AM & 8PM MON Thru FRI EDUCATION DISCOUNT None 25% SUPPLIES DISCOUNT 5% 10% MMC SURCHARGE None 6.5% NOTES: The Education Discount is valid only for classes conducted by MBF Instructors. The Supplies Discount is valid for items listed in MBF's current Supplies Catalog and purchased directly from MBF. Extended coverage is only available in NACS Serviceable areas. PURCHASE CREDIT CERTIFICATES ARE ISSUED ONE TIME PER CUSTOMER. ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB008 Pg007 FIB 00009 08/01/89 *** Bulletin #9 - NACS Maintenance Service Approval Policy *** NACS MAINTENANCE SERVICE APPROVAL POLICY AND PROCEDURES 06/15/89 Attached is the Maintenance Service Approval Policy and Procedures which has been established to be used by MBF Sales Branches, Dealers and Field Service Branches to determine service eligibility of MBF equipment installed in the United States. Attached also is the NACS Serviceable Area Listing. This listing identifies the three major categories of types of areas serviced: 1. NACS Standard Serviceable Area - No approval required. 2. Prior Approval Area- Approval required by the NACS Field Manager. 3. Sub-back Area- Approval required by the NACS Region Director. Any area outside of the defined areas in the NACS Serviceable Area Listing are subject to approval only after evaluation by the NACS Director of National Support. Travel surcharge options for equipment installed in remote areas are defined in the Procedure. Customers must be notified of travel surcharge options by the person selling the MBF equipment after confirmation with the local NACS Branch. Please bear with the somewhat cumbersome definitions of Service Area Boundaries. This is an interim step while a Zip Code cross reference can be implemented in the data base. Any questions concerning Service Areas should be directed to the local NACS Office. A Directory of all NACS Branches, contacts and OMS ID's is in Section IV of the Serviceable Area Listing. ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB009 Pg001 FIB 00010 08/01/89 *** Bulletin #10 - MBF Model Number to NACS Type Number - Cross Reference *** . MBF MODEL NUMBER TO NACS FIELD SERVICE TYPE CROSS REFERENCE 06/14/89 Attached is a Cross Reference of MBF Marketing Model Numbers of MBF equipment to the Field Service Type used by the NACS Field Service Organization. The NACS Type generally corresponds to the Engineering Model Type assigned to the MBF equipment. The NACS Field Organization has been instructed to reference MBF equipment either by the Marketing Model Number (ie. 9420, 1200, 4218, etc.) or the NACS Type (ie. 4119, 4106, 4218, etc.) Under no circumstances should the Field Engineer or any person in the NACS organization refer to any MBF equipment with an old Sorbus type number. This cross reference should eliminate any confusion by the Field or Sales and Dealer organization as to what type of MBF equipment is being installed or serviced. The Cross Reference will be updated as required. Please note that the peripheral equipment should be especially easy to remember since the NACS type is the same as the Marketing model number. Disk drives which do not have external cabinets are listed as features of the system type and do not have their own Field Service type. ------------------------------------------------------------------------------- MBF MODEL NUMBER TO NACS TYPE CROSS REFERENCE MBF MODEL NACS TYPE MBF MODEL NACS TYPE SYSTEMS: PRINTERS: DS-500 4110 PT-4201 300LPM 4201 MAI 1200 4119 PT-4214 4214 MAI 1500 4111 PT-4215 4215 MAI 1800 4118 PT-4216 4216 MAI 2000 4108 PT-4217 4217 MAI 2500 4125 PT-4218 4218 MAI 3000 4114 PT-4219 4219 MAI 4000 4114 PT-4220 4220 MAI 70XX 4106 PT-4221 4221 MAI 71XX 4116 PT-4222 4222 MAI 80XX 4106 PT-4223 4223 MAI 90XX 4109 POS RECEIPT S-720 MAI 91XX 4113 MAI 94XX 4116 OLDER PRINTERS: MAI 95XX 4109 MAI 96XX 4113 4201 (31XX) 4201 AS-4X 4122 4202 WP (3040) 4202 AS-6X 4122 4203 4203 4204 (600 LPM) 4204 4205 (DOUBLE WIDE) 4205 OLDER SYSTEMS: 4206 (DIABLO) 4206 4208 (80 COL.) 4208 S-10 4105 4209 (BAND) 4209 S-80 4100 4210 (TERMINAL) 4210 110-410 4101 4211 (WP) 4211 NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB010 Pg001 510-730 4102 4212 (132 COL.) 4212 1600 4101 4213 (132 COL;DP) 4213 DISK DRIVES: VDT'S, MONITORS: 13XX T-80 4500 DT-4309 4309 144MB 8" 4501 DT-4310 4310 300MB (T-303) 4502 DT-4311 4311 MPx T-80 4504 DT-4312 4312 S-10 5 1/4" 4506 DT-4313 4313 300MB 8" 4510 DT-4314 4314 690MB 8" 4511 OLDER VDT'S, MONITORS: TAPE DRIVES: 7270 4301 15" MDT 4302 1600 BPI 4400 12" MDT 4303 64XX DEI MTC 4401 7330 4305 1/2" MTS 4402 DT-4307 4307 43MB MCS 4403 DT-4308 ODT 4308 GCR 4405 60/120MB MCS 4406 OTHER: 1200 BAUD MODEM FDX12 2400 BAUD MODEM FDX24 ORIGINATOR: NACS Headquarters NACS MGT. BULLETINS-BASIC FOUR-MANAGEMENT-----------FIB010 Pg002