Common use of PROCEDURE AND PROTOCOL Clause in Contracts

PROCEDURE AND PROTOCOL. i. When a Covered Event occurs to Aircraft, Client will contact Savvy to request assistance by placing a telephone call to the specially designated toll-free number of Savvy’s call center that is staffed 24/7; ii. A customer service specialist at the call center will obtain the Aircraft’s tail number and location (to verify that it is covered), the nature of the event (to verify that it is covered), Client’s name, contact information and time constraints, and any other relevant information that could assist Savvy in providing needed assistance to Client; iii. The call center specialist will create a new trouble ticket in Savvy’s online maintenance tracking system (“Ticket”), and will assign a member of ▇▇▇▇▇’s technical team (“Manager”) to work with Client to resolve the Covered Event; iv. The Manager will contact Client via telephone, text message or email to work with Client to evaluate and troubleshoot the problem with Client’s Aircraft, and assist Client in determining whether the Aircraft is safe to fly or whether repairs or other maintenance are necessary prior to further flight; v. If necessary, the Manager will research available maintenance resources at the airport where the aircraft is situated or nearby, assist Client in selecting a suitable service facility or maintenance technician, direct and oversee any repairs or other maintenance to Aircraft deemed necessary as a result of the Covered Event, and provide other appropriate services as provided herein until the Aircraft is safe to fly; vi. Manager will maintain on the Ticket a complete and contemporaneous written record of all communications with Client and service facility or maintenance technician, including advice and recommendations by Manager, decisions by Client, directions to the service facility or maintenance technician, and other communications related to the Covered Event; vii. Client is expected to use text or email for all communications with Manager under all but the most time-critical circumstances. Should Client insist on communicating with Manager via telephone on matters deemed by ▇▇▇▇▇ not to be time-critical, Savvy reserves the right to charge Client $3.00 per minute for such telephonic communications; viii. Client is responsible for payment for all work performed on Aircraft by service facilities and maintenance technicians, including but not limited to labor, parts, outside work, and applicable taxes and fees. Manager will request a copy of any invoice for such work, and will review the invoice and advise Client whether the amounts invoiced appear to be fair and reasonable; ix. When any necessary repairs have been completed, any invoices and maintenance record entries have been reviewed, and Aircraft has been determined to be safe to fly, Manager will close Ticket and cease performing Services in connection with the Covered Event. However, Savvy will preserve the closed Ticket as long as this Agreement remains in effect (including renewals), and in the event of any follow-up issues the Ticket can be re-opened; x. In the event that work on the aircraft has still not been completed 30 days after the Covered Event, ▇▇▇▇▇’s obligations hereunder with respect to the Covered Event shall terminate. xi. Client is responsible for ensuring maintenance record entries are made for any repairs or other maintenance performed on the Aircraft hereunder, and for keeping such entries as required by 14 CFR.

PROCEDURE AND PROTOCOL. i. When a Covered Event occurs to Aircraft, Client will contact Savvy to request assistance by placing a telephone call to the specially designated toll-free number of Savvy’s call center that is staffed 24/7; ii. A customer service specialist at the call center will obtain the Aircraft’s tail number and location (to verify that it is covered), the nature of the event (to verify that it is covered), Client’s name, contact information and time constraints, and any other relevant information that could assist Savvy in providing needed assistance to Client; iii. The call center specialist will create a new trouble ticket in Savvy’s online maintenance tracking system (“Ticket”), and will assign a member of ▇▇▇▇▇Savvy’s technical team (“Manager”) to work with Client to resolve the Covered Event; iv. The Manager will contact Client via telephone, text message or email to work with Client to evaluate and troubleshoot the problem with Client’s Aircraft, and assist Client in determining whether the Aircraft is safe to fly or whether repairs or other maintenance are necessary prior to further flight; v. If necessary, the Manager will research available maintenance resources at the airport where the aircraft is situated or nearby, assist Client in selecting a suitable service facility or maintenance technician, direct and oversee any repairs or other maintenance to Aircraft deemed necessary as a result of the Covered Event, and provide other appropriate services as provided herein until the Aircraft is safe to fly; vi. Manager will maintain on the Ticket a complete and contemporaneous written record of all communications with Client and service facility or maintenance technician, including advice and recommendations by Manager, decisions by Client, directions to the service facility or maintenance technician, and other communications related to the Covered Event; vii. Client is expected to use text or email for all communications with Manager under all but the most time-critical circumstances. Should Client insist on communicating with Manager via telephone on matters deemed by ▇▇▇▇▇ Savvy not to be time-critical, Savvy reserves the right to charge Client $3.00 per minute for such telephonic communications; viii. Client is responsible for payment for all work performed on Aircraft by service facilities and maintenance technicians, including but not limited to labor, parts, outside work, and applicable taxes and fees. Manager will request a copy of any invoice for such work, and will review the invoice and advise Client whether the amounts invoiced appear to be fair and reasonable; ix. When any necessary repairs have been completed, any invoices and maintenance record entries have been reviewed, and Aircraft has been determined to be safe to fly, Manager will close Ticket and cease performing Services in connection with the Covered Event. However, Savvy will preserve the closed Ticket as long as this Agreement remains in effect (including renewals), and in the event of any follow-up issues the Ticket can be re-opened; x. In the event that work on the aircraft has still not been completed 30 days after the Covered Event, ▇▇▇▇▇Savvy’s obligations hereunder with respect to the Covered Event shall terminate. xi. Client is responsible for ensuring maintenance record entries are made for any repairs or other maintenance performed on the Aircraft hereunder, and for keeping such entries as required by 14 CFR.