Rhombus General Information 2009

- Name and address;- Contact information; - # of units per location;- Exact desired location of installation;- Site Survey required;- Software to be loaded on unit;- Other pertinent information.

Continued >>

• Rhombus coordinates the schedule design to include; logistics, installation dates and timelines for all national rollouts.

• Rhombus can coordinate transportation logistics from manufacturing warehouse to regional warehouse facilities.

• Project Coordinators dispatch technicians and provide all required pre-installation training (online training, installation manuals, etc).

• Contractors deliver the unit(s) to the installation location on designated date .

• Technicians calls 1-877-RHOMBUS x 717 to check in upon arrival onsite (automated check in system).

Continued >>

• Technicians will transport unit from the storage area to the installation location.

• Technicians will follow the Installation Manual steps.

• Technicians will train onsite personnel on unit and minor maintenance routines.

• Technicians will clear all debris and ensure area is clean.

• Technicians will have Customer complete Sign Off documentation.

• Technicians call 1-877-RHOMBUS x718 to check out (automated system).

Service Process

• Customer emails “Service Work Order” including:- Name and address;- Contact information; - # of units per location;- Exact desired location of installation;- Site Survey required;- Software to be loaded on unit;- Other pertinent information.

• All Materials prepared and shipped (if needed) and project manager is advised on expected delivery and service date.

• Project Manager dispatches service Technician to perform service call on designated date and time.

• Rhombus provides a daily report with all open and closed service calls.

Continued >>

Service Process

• Technician calls 1-877-RHOMBUS x 717 to check in upon arrival onsite (automated check in system).

• If Technician needs any assistance they call 1-877-RHOMBUS x 719 and a Help Desk Representative will assist them with their needs.

• Technician completes service call request and performs 1st level maintenance routine on unit.

• Technician has customer sign off on completed work order document and takes photos (if required).

• Rhombus Technician calls 1-877-RHOMBUS x718 to check out (automated system).

Customer Service Infrastructure

Systems, Processes, Policies and Procedures

• 24 Hour call center customer support and/or IT Help Desk

• Dedicated toll free phone # would be established and listed on all units in order to quickly direct all customers to proper support.

• Customized email addresses will be provided to Project Management Team (i.e. kiosk@rhombusservices.com). E-mail will be directed to a Service Team Member.

• Service Reps respond quickly to all requests to let the customer know that we are working on the issue at hand.

• Daily update via email listing all open and closed service requests.

• Rhombus is capable of handling all transportation logistics from port of entry or manufacturing facility to our National/Regional warehouses and on to the final destination for the product.

• Rhombus can provide “truckload” service as well as “white glove” service for transportation across North America.

• Rhombus provides “final mile - white glove” delivery from regional warehouse to the installation location, with or without lift gates depending on specific location needs.

Inbound & outbound transportation capabilities

Warehouse & staging capabilities

Secured Inventory Receive initial Inventory and logged by Serial Number into Inventory• Inventory placed in a secured cage with controlled keyed access;• Each customer is given a specific inventory location.

Staging Receive Staging Work Order Request from partner• Open Request, confirm receipt of work order;• Pull and relieve Inventory from stock;• Un-box equipment, test components and configure per request;• Interconnect and test as completed system;• Ship as directed by work order.

Replenishment Inventory Control.• Rhombus notifies partner of inventory replacement as parts are used;• Could be automatic re-order levels or manually monitored;

RMA Initiated (Return Material Authorization)

RMA – Defective Part notification received by Rhombus.• Tracking number assigned;• Replacement Part shipped immediately;• Part is repaired or replaced;• Replacement/fixed Part is returned to available Inventory.

Partner Access Reports.• Periodic project and customer review meetings as required;• Inventory and Work Order Status available on demand;• Interact with partner or end user as required.

Rhombus Services’ core competence is providing Commercial Installation and Service.

Rhombus Team Core Values:

• Develop Solutions;• Exceed Expectations;• Build Relationships;• Improve Processes.