LEICA ACTIVE CUSTOMER CARE SYSTEMS SUPPORT YOU CAN RELY ON

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1 LEICA ACTIVE CUSTOMER CARE SYSTEMS SUPPORT YOU CAN RELY ON

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3 YOUR MINING OPERATION IS OUR PRIORITY With production targets to hit, and mining machines to manage, you need peace of mind that comes with working with a trusted supplier a supplier that you can rely on. We partner with our valued customers every step of the way. From project start-up, to postinstallation, at Leica Geosystems Mining, we make the needs of our customers, and their mining operations, a priority. Backing-up our class-leading products is a stateof-the art systems support programme called Leica Active Customer Care (Leica ACC). Providing numerous advantages for sites around the globe, Leica ACC offers levels of flexibility to suit a range of needs. Please, continue to read, and discover how easy it is for your site to reap the benefits that comes with selecting a Leica Geosystems Mine Management Solution enhanced by the Leica Active Customer Care programme that s right for you. 3 ACTIVE CUSTOMER CARE

4 RESPONSIVE. RELIABLE. REWARDING. Every day, everywhere, mining machines are put through gruelling challenges. Sometimes these rigors lead to the need for component repair or replacement, or software support. The Leica Active Customer Care programme works with you to keep your fleet monitoring and guidance systems, and your operations, performing at an optimum level. Responsive We appreciate minimizing costly downtime is imperative to site operations, so we work to resolve any issues, as a priority, in a rapid and professional manner. Reliable One of our core values at Leica Geosystems Mining is to ensure you gain maximum output from your chosen Leica Geosystems Mine Management Solution. Rewarding By listening to the needs of our customers we have put together multi-dimensional support packages, delivered by expert staff, for true customer satisfaction. WORKING SMARTER, TOGETHER Our dedication to your site s performance starts with the careful selection of the best people for the job, and carries over into our leading-edge products which incorporate only high-quality components. Building on this, we ensure our communication channels are always open and flowing, and that response times are rapid for your site s optimal operation. How do I protect my site with Leica ACC? To enquire about a suitable support level, or to arrange immediate cover, please contact your Leica Account Manager, or miningsales@leica-geosystems.com. Leica Geosystems delivers scalable, simplified and streamlined customer care 4 ACTIVE CUSTOMER CARE

5 Leica <PS: ACC Large programme Quote keeps Statement> your materials travelling but ultimately in the right chose direction SmartPlant Enterprise, particularly SmartPlant 3D, because no other enterprise system provided us the productivity gains possible with the Intergraph system. 5 ACTIVE CUSTOMER CARE

6 Adding to our customer commitment we offer three levels of support (accessible by phone, or web) for less stress time and more site uptime. Platinum Active Customer Care is the premium level of customer support, tailored to meet individual customer needs. PLATINUM Platinum ACC includes all of the services offered for Gold and Silver (as noted in those sections following) with extended features that include: On-site support by Leica Geosystems staff The provision of Level 1 support by Leica Geosystems staff Preventive maintenance quarterly visit by Leica staff to review operations and equipment Guaranteed provision of on-site support within an agreed time frame Leica Geosystems service department holds additional spares specific to that customer to ensure operational continuity Software audit Scheduled training of key on site staff GOLD Gold Active Customer Care includes all the benefits of the Silver level of ACC, as well as the substantial additional benefit of: Silver - Software Only is the base level of Active Customer Care offered to Leica Geosystems customers. Silver - Software SILVER Only provides software support and does not extend the warranty on hardware. It provides the following key benefits: Access to Leica s Customer Care portal with the ability to register and track issues Telephone support during Leica s normal business hours (in relevant geographical region) for both hardware and software issues Support for Critical System issues within Leica s normal business hours (region specific) - with best effort response times Access to upgrades for installed software modules, as they are made available for general release (this does not include the services and expenses associated with the installation of the upgrade, these will be charged at Leica s current service rate) Access to firmware upgrades as they are made available for general release (this does not include the services and expenses associated with the installation of the upgrade, these will be charged at Leica s current service rate) Extended warranty on hardware is not included and any assistance or rectification will be charged on a time and materials basis Silver Software and Hardware provides all of the benefits outlined for Silver Software Only with the additional support for hardware: Back to base extended hardware warranty (freight and other costs e.g. transportation costs, not included) *Subject to terms and conditions. For details (as well as terms and definitions) please refer to Leica Geosystems Support Agreement. Telephone support 24-7 for critical system issues provided via a designated, on call Leica Geosystems staff resource Access to support that compliments round-the-clock operational hours 6 ACTIVE CUSTOMER CARE

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9 DRIVING ISSUES TO RESOLUTION Through our global network we have a strong technical support team in place who work hard to ensure your site benefits from maximum machine uptime and optimized output a team who embrace the company ethos of when it has to be right. With extensive technical and mining expertise, as well as educational qualifications and accreditations, you know you can depend on the Leica ACC team. We will deliver first-rate customer-focused service and support when resolving any mining systems challenges that you may be experiencing. About our support team Dedicated to your site, and conforming to its permits and safety regulations, Leica Geosystems technicians and support staff: Are highly experienced in all areas of mining field support Have undergone specific Leica Geosystems Mining Systems training programmes Can perform remote deployments and upgrades Are able to perform site surveys and audits Have advanced troubleshooting skills Can perform remote machine configuration LEICA ACTIVE CUSTOMER CARE FAQS What defines a support incident?* A support incident is an issue that prevents Leica Geosystems software or hardware from operating as intended. Incidents include software bugs, configuration issues, hardware faults; or even queries regarding how to use Leica Geosystems software. How do I log a support incident?* Log your support incident via the Leica ACC Portal at Telephone your local Leica Geosystems support office your local support team (all support details are available on our website at com/mining) Are there Leica Field Technicians located near my site? Leica Geosystems have support bases operating in and around remote mining areas. It is from these centres that we deploy Leica trained Field Technicians, Project Engineers and Software Engineers. Can I request feature enhancements for my products? Leica Geosystems are always interested to learn how we can further improve our products. Customer Enhancements form a key platform in the continual improvement of our products. Feature requests can be logged and tracked via the Leica ACC Portal, or through your Account Manager, for balanced consideration. * Support coverage is determined by the package selected by site (refer to page 5). 9 ACTIVE CUSTOMER CARE

10 Introducing the... LEICA ACTIVE CUSTOMER CARE PORTAL Web-based customer care for your site, by Leica Geosystems Mining. 10 ACTIVE CUSTOMER CARE

11 YOUR GATEWAY TO SYSTEMS SUPPORT Offered with every level of Leica ACC cover, Leica Geosystems Active Customer Care Portal is a web-based application which allows sites to conveniently selfmanage support incidents for better workflow processes. Logging a support incident Before you log an issue on the Portal you will need to have the following details ready: User name and password Product name Machine name Accessed 24-7 via a user-friendly web interface (logging in through the portal at mining) the Leica Active Customer Care Portal allows users to log support incidents and track their progress from the time they are created until the point they are successfully resolved. Aside from these convenient features, the portal benefits users by: Providing the ability to approve software release management service requests Allowing contact details to be kept up to date Providing an automated notification as, and when, issues are updated 11 ACTIVE CUSTOMER CARE

12 ACCESSING THE LEICA ACC PORTAL Step 1 Navigate to the Leica Geosystems Mining website: Step 2 Locate the Support page and find the Leica Active Customer Care Portal button and link. Log in Log onto the Leica Active Customer Care Portal by choosing the links on the Support page or Log on via the site-wide Leica Active Customer Care boxes that appear throughout the Leica Geosystems Mining website Step 3 After selecting to be transferred from the Leica Geosystems Mining website to the Leica Active Customer Care Portal, please allow several seconds for the redirect to occur and for the new screen to load. From here you will be able to login to the Portal to submit your incidents. Should you have any questions or concerns, please do not hesitate to contact your support team or your account manager for assistance at any time. Log in Enter your unique user name and password here Forgotten your password? If you have forgotten your password you can click on Forgot your password? to generate a new one 12 ACTIVE CUSTOMER CARE

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14 <PS: BLACKBAR CALLOUT HEADER> WHEN IT HAS TO BE RIGHT. Leica Geosystems Mining Providing one <PS: BLACK BAR BODY HEADER touch-point to customers for optimized site 2> productivity, delivered via exemplary products <PS: and backed Black Bar by Body fully Copy> committed service and support. <PS: Black Bar Image Caption> 14 ACTIVE CUSTOMER CARE

15 Committed to AFTER-MARKET SERVICES Prioritizing multi-stream support for your site and staff. At Leica Geosystems Mining we maintain a level of commitment to our customers that yields a true partnership. From assessment of needs, through deployment, to after-market support for the entire product life-cycle. Value-adding the product life cycle We understand the needs of our customers are varied and complex. To facilitate best practice in supporting you through your entire product life-cycle we offer in-depth, value-added, after-market services: Extended warranties On-site support and training Innovative, on-line, customer-based certification 24-7 availability Consulting services Comprehensive account management 15 ACTIVE CUSTOMER CARE

16 Mine Management Solutions Leica Geosystems state-of-the-art integrated monitoring and GPS guidance solutions unearth site productivity with a revolutionary product range for draglines; blast-hole drills; electric shovel; dozers; excavators; haul trucks; loaders, and auxiliary assets. Highly advanced real time analysis and reporting software gives entire sites the tools that they need to stay on top by efficiently controlling resources and equipment. The result? Informed decision making, optimized productivity and unparalleled performance for maximum site output: backed by a reliable global service and support network. Our locations* *Additional regional support centres are listed on the website Australia and South-East Asia Leica Geosystems Brisbane, Australia Ph.: United States, Canada & Mexico Leica Geosystems Tucson, Arizona Ph.: Latin America Leica Geosystems Santiago, Chile Ph.: Africa Leica Geosystems Johannesburg, South Africa Ph.: China Leica Geosystems Beijing, China Ph.: India Leica Geosystems Gurgaon, India Ph.: Indonesia PT Leica Geosystems Balikpapan, Indonesia Ph.: miningsales@leica-geosystems.com