4. Customer Service. Corporate and Field Management Support Process

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1 4. Customer Service For 90 years, Neopost Service Organization has been helping customers throughout the United States. Our factory trained technicians are devoted to delivering a positive customer experience through prompt, reliable state of the art service. We are committed to helping the State of Texas achieve its goals outlined in the RFP. With the average uptime of 98.55% of the equipment being proposed, we feel confident that we can meet and exceed the service requirements set forth in the solicitation. Neopost has been successfully servicing the State of Texas agencies and COOP s for many decades and would like to continue that relationship by offering an alternative mailing system. We will provide one 800 telephone number to contact for service calls. Calls will be dispatched to the local Branch/Dealer by our National Call Service Center in Dallas, TX. They will log each call with the required information. Corporate and Field Management Support Process Service will be performed Monday through Friday from 8:00AM to 5:00PM, excluding state holidays. Neopost will provide a single toll free 800 number to call for field technical assistance. The Service Center will log; date, time the call was received, time service was completed, serial number, location, point of contact and a description of services performed. Through the MyNeopost portal, agencies will have the ability to place service calls through the online services web portal. The control measures needed to ensure that required services are provided will start with the Neopost Government Account Team. The Government Account Team will issue an internal Playbook to all Branch & Dealer Network in the state of Texas. The Playbook will include complete contract guidelines for the TPAS Contract customers. It will contain instructions for installation, delivery, training, supplies and service. Larry Waters, Neopost Government Account Manager, will hold webinars with Dealer/Branch offices to go over the Internal Playbook. A quality check point is performed for each order when it is received to insure compliance with the State of Texas contract. Once the compliancy is confirmed the order is placed. The Neopost Distribution Center in Memphis, TN will be responsible for inspecting equipment before it is shipped to the customer. Once the quality check point has been passed, they will ship the equipment to the Branch/Dealer in that territory. The Distribution Center is responsible for all fulfillment and quality control for shipment of equipment to the State of Texas. Once the order is received by the Branch/Dealer responsible for the installation, the equipment is setup and checked for correct operation and functionality in preparation for delivery. The Branch/Dealer will follow the delivery order instructions within 20 days after receipt of the order.

2 Service Escalation Process Most administrative and service problems can be handled at the local level. Compliance with the contract terms and conditions regarding service response, warranty issues, supplies and maintenance of the equipment will be carried out from the local level. Neopost will ensure that the four hour response time in urban areas and eight hours in rural areas is a requirement with Dealer/Branch network. We provide the same requirements with other large government contracts with multiple locations in the State of Texas like IRS, HUD, and US Marshals. Should there be a technical issue outside of the responsibility of the local Branch/Dealer, they can contact Larry Waters. We will then escalate the issue to Ted Olsen- Regional Service Manager for Branch Operations or Stu Counts-VP of Dealer Service Organization. Each location will be given the contact information of the local Branch/Dealer when orders are placed. The ordering location will receive a welcome package with instructions on installation and contact information for service, sales and supplies. Machine Reliability At Neopost Branch offices we are able to track the % of uptime for the entire field of machines throughout the country with CRM System. The IS Series Mailing Machines have been in production on Low and Mid volume machines for four years and the High end machines for two years. We are continually adding new improvements to the IS Series Mailing Machines with feedback from our customers. With the use of LAN connections it makes it easier and faster for customers to receive the updates. We are pleased to show the expected service response and uptime for the equipment being proposed to the State of Texas. These response times are the best in the industry. The average uptime for the equipment being proposed is 98.55%. Average amount of up time and response for IS Series throughout the United States is as follows: Low Band IS330/420 percentage of uptime 99.40% Medium Band IS440/480 percentage of uptime 99.28% High Band IS5000 percentage of uptime 96.99% The average time the equipment is down per year is as follows: Low Band IS330/420 Hours Per Year Medium Band IS440/480 Hours Per year High Band IS5000 Hours Per Year Total number of visits per year on an average is as follows: Low Band IS330/420 Total Visits Per Year 0.77 Medium Band IS440/480 Total Visits Per Year 0.92 High Band IM/IS5000 Total Visits Per Year 3.84

3 All uptime percentages are based on machine failure and or break. The percentages do not include calls for operator error, mis-use, negligence, misapplication issues and downtime related to external or environmental causes. Preventative Maintenance Preventative maintenance is part of our service agreement. Preventative maintenance includes regular examinations, cleaning, lubricating, testing, adjusting the equipment, and as conditions warrant, repairing or replacing equipment included under the contract. The Branch/Dealer shall ensure that each machine operates as originally designed and installed. Neopost agrees to move a machine at no additional charge if it is within the same building. If a truck is necessary for moving then there will be a charge of $250 per hour. Branch/Dealer Network State of Texas Neopost prides itself on its senior management and administrative staff skill sets that will manage and assure compliance with all State of Texas contract terms and conditions. Neopost Field Management Support begins with the TXCED Branch Service Centers & the Dealer Network Service Centers. Steve Miller, General Manager, is responsible for all sales and service in the TXCED. The TXCED employs 60 people. The TXCED has 17 certified technicians. Neopost Dallas Call Center and Technical Support office employs 191 people. Total number of employees in the State of Texas for Neopost is 251. The Dealer Network at Neopost is the reason for our continued success with large contracts over the past years. Neopost has seven authorized dealers that service the State of Texas. These are locally owned and operated businesses that sale and service Neopost equipment in the State of Texas. Below you will find a list of the Dealers in the State of Texas with number of certified technicians in each office and the number of employees. Bill Heck, Senior Dealer Managers, manages the dealer channel partners in Texas. He oversees Dealer Network sales and service for the State of Texas. Branch & Dealer Service Centers State of Texas

4 State of Texas Sales Channels Contact Information Sales Channel Address State Zip Contact Name Phone Number Accurate Business Machines Inc West Avenue N San Angelo TX David Sims Advanced Business Solutions nd St., Ste. 13 Lubbock TX Dawn or Walter Buyer Arista Business Equipment, Inc. Neopost Dallas Branch 4200 Republic Drive 3030 LBJ Freeway, Suite 1250 Tyler TX Dennis Wheat Dallas TX Leanne Stone General Mailing & Shipping Systems, Inc. II Neopost Houston Branch 3411 Candelaria Rd. NE Ste. J 5600 Northwest Central Drive, Suite 110 Albuquerque NM Kristen Briggs Houston TX Steve Janisch Neopost USA Inc. All Rights Reserved.

5 State of Texas Sales Channels Contact Information Sales Channel Address State Zip Contact Name Phone Number Jett Business Systems 1452 Hawn Avenue Shreveport LA Tim Jett Office Systems 2000, Inc., Central Texas 1080 Industrial Blvd. Hewitt TX Kermit Farmer Office Systems 2000, Inc., South Texas 4455 S. Padre Island Dr. Ste. 45B Corpus Christi TX Kermit Farmer Neopost San Antonio Branch 300 E. Sonterra Blvd., Suite 420 San Antonio TX John Marin Summit Mailing & Shipping Systems, Inc. 500 Enterprise Dr Edmond OK Tony Pezeshkian Neopost USA Inc. All Rights Reserved.

6 Neopost Sales Channels for the State of Texas Neopost USA Inc. All Rights Reserved.

7 Key personnel responsible Larry Waters, the Manager of Government Accounts for Neopost USA, will assist CPA with the implementation of the new contract. Larry has been working with the State of Texas for over 10 years. Larry has been with Neopost for over 21 years. Larry has worked for both Neopost and Hasler over his career and is located in Houston, TX. He has a very good understanding of the Branch and Dealer Network at Neopost. Jim Leiby, Director of Government Accounts Neopost, is the manager that oversees the State of Texas contract. Jim has been managing the government team and the State of Texas contract for the past 5 years. Larry Waters reports to Jim Leiby. Lisa Hunt, Director of Government Contracts, manages the government contracts for Neopost USA. She has been with Neopost for over 20 years. Lisa will be in charge of signing the necessary documents as a representative of Neopost for the TPAS contract for mailing machines. She will make sure that we meet all the requirements within the solicitation and the on-going contract. Cheryl McMahon, Government Accounts Sales Coordinator, is the administrative contact for the state of TX. Cheryl has been with Neopost for 13 years and is located in Milford CT. Bill Heck, Senior Director of Dealer Network, is the manager who oversees the dealer network sales and service in the State of Texas. Bill has been with Neopost for over 23 years. Bill is located in Dallas TX Steve Miller, General Manager of TXCED, is the manager of the Branch offices in the State of Texas. Steve is responsible for all sales and service in the TXCED. Steve has been with Neopost for over 6 years. Steve is located in Dallas TX. John Marin, Branch Manager, is the manager of the Branch offices in Austin & San Antonio. John is responsible for all sales and service in Austin, San Antonio and the surrounding counties. John has been with Neopost for over 10 years. Tia Zarnetske is the Contract Sales and Support Manager for the State of Texas. Tia has been working with the TXMAS contract for the past five years. The TXMAS contract has been very successful for Neopost over the years. Tia has been with Neopost for 13 years and is located in Milford CT. Ted Olsen is the Region Service Manager for Neopost. Ted is responsible for all service personnel in the TXCED. He has been working with State of Texas customers for over 10 years with Neopost. He is located in Houston TX.