Express FacilitiesMaintenance and Response Expectation

March 2012

Overview

When a facilities request is filed, it is distributed to the facilities group, Stacy Olson, and the manager who filed the request.

Response from the facilities group will be sent to all on the email.◦ If additional information is needed from the manager, please include Stacy

Olson off in the email chain when replying.

Facilities◦ NTE>$400

Any fees over this value will need Stacy Olson’s approval prior to proceeding◦ BCI will always work to utilize warranty options first prior to billing out project◦ Completion notice will be sent via email to the store manager who filed the

ticket and Stacy Olson. In the email the date the original request was filed, service type and any

additional comments will be included. This will allow us to confirm the issue was addressed within the agreed upon window.

Process

When facilities work is require in a location, a form must be submitted through MEL to initiate the work. ◦ This creates a trail for SLA

tracking, as well as makes sure we have a detailed record of the issue/need.

◦ It is crucial that the appropriate Service Type be selected when reporting the issue. Example: please do not list

ordering replacement light bulbs as customer impacting

Each Service Type is outlined in the following slides.

MyExpressLocations.com

Service Types

Daily OperationsCustomer ImpactingStore Security & SafetyDisasterVoice & Data

Daily Operations

Daily Operations

Daily Operations Request◦ Daily operations requests would be similar to the following:

HVAC maintenance (HVAC repairs may vary in completion time) Window washing Carpet cleaning Light bulb replacement General repairs that are currently not customer impacting

◦ Response Time – 3-4 days◦ Completion Time – 8-10 business days◦ If email/phone response has not been received in the 3-4 day time frame,

please contact Stacy Olson

Customer Impacting

Customer Impacting

Customer Impacting Request◦ Customer Impacting requests would be similar to the following:

Heating/Cooling Malfunctions (below 60 or over 85 degrees) Signage issues Display and/or workstation malfunctions (broken doors, hinges) General plumbing and electrical repairs

◦ Response Time – 24 hours◦ Completion – 2-3 business days◦ If email/phone response has not been received in the 24 hour time frame,

please contact Stacy Olson.

Store Security & Safety

Store Security & Safety

Store Security & Safety Request◦ Store Security & Safety requests would be similar to the following:

Broken glass / break-in No Power No Water Lock malfunction – unable to access to the store MTI Equipment

◦ Response Time – 4 hours◦ Completion – As quickly as the situation allows◦ If email/phone response has not been received in the 4 hour time frame,

please contact Stacy Olson.

Disaster

Disaster

Disaster Request◦ Disaster Requests would be filed when there is an issue at the store preventing

us from doing business and needs immediate attention. ◦ It is crucial that a form be filed so we can track the progress of the repairs,

however, a call directly to Stacy Olson can also trigger a form creation in this instance.

Voice & Data / Electronics

Voice & Data / Electronics

Voice & Data Request◦ All voice and data services will be handled first off by the Express Locations Help Desk and

directed to T-Mobile when needed. ◦ All requests filed through the facilities web form will be automatically forwarded to the Express

Locations Help Desk. ◦ Response and service time on voice & data are managed by the Express Locations Help Desk

(not T-Mobile) are as follows: Emergencies and after-hours requests are delivered through a dedicated emergency on-call

service via 888-939-9111 option 2.

Unplanned network outages or loss of network resources receives immediate prioritization. The Express Locations Help Desk guarantees a sixty minute response time to network and server emergencies and a two hour response time to all other support requests. ◦ Response time is defined as the amount of time from the initial call for support until a

support engineer is actively engaged on the issue.

TPRI – All needs – Express Locations Help Desk @ 888.939.9111 or helpdesk@expresslocations.com

TPR & 3.0 Locations – All Needs – T-Mobile Help Desk @ 877.878.7326