DCR No.: 02018
Revision No.: 1

Effective: 4-30-97
Supersedes: 4-30-97
Revision Date: 9-22-03
Page No.: 1 of 7

1

Purpose

1.1 The purpose of this specification is to provide a procedure for Therma to
maintain key business operations and provide customer support in the
event of a major communication interruption at the main office.

Therma Main Office
1601 Las Plumas Ave.
San Jose, California, 95133
408-347-3400

2

Scope

2.1 This procedure applies to all Therma employees who provide direct
support to Therma customers. It includes:

2.1.1 Therma Management
2.1.2 Project Managers
2.1.3 Service Personnel
2.1.4 Foremen and Lead Personnel
2.1.5 Engineering Staff

3

Definitions

3.1 Remote Communication Methods - The following modes of remote
communication are commonly available to Therma employees:

3.1.1 Radios
3.1.2 Cellular Phones
3.1.3 Telephones/Beepers

3.2 Major Interruption - A major interruption in Therma communications
prevents employees from contacting the main office via remote methods
for more than 4 hours.

3.2.1 An example of this type of interruption would be a minor
Earthquake affecting power and phone service but not causing
any threat to the safety of Therma employees or the local
community.

3.3 Catastrophic Interruption - A catastrophic interruption is one in which the
main office building integrity is compromised or the impact to the local
community constitutes a health and safety risk. Examples of catastrophic
interruptions include:

3.3.1 Partial destruction of the Therma main office due to fire,
earthquake, flooding, or other means.

3.3.2 Loss of the City’s substation which supplies the Therma office and
outlying areas. Could be caused by weather, equipment failure, or
other means.

4

Responsibility

4.1 Priorities - In the event of a major interruption to Therma’s communication
network, the priority for all actions and response shall be as follows:

4.1.1 Eminent Health and Safety
4.1.2 Critical Areas per Customer Requirements
4.1.2.1 Safety and Health
4.1.2.2 Key Operations
4.1.3 Comfort Cooling or Heating

4.2 Reporting Structure - All Therma employees in supervisory positions will
be responsible for headcount, communications, and direction of their
employees. In case of planned absences, all personnel in their group
must be notified of a substitute contact in case of emergency.

4.3 Authority - The following managers have authority and responsibility for
setting up and directing communication during a major communications
disruption.

4.3.1 Operations Manager

4.3.2 Service and Balance Manager
4.3.3 Engineering Manager
4.3.4 Field Operations Manager

4.3.5 This authority and responsibility includes:

4.3.5.1 Develop contact with primary site contacts, project
managers, and field foremen.

4.3.5.2 Communicate with primary site contacts on progress of
recovery.

4.3.5.3 Make final decisions on priorities for disbursement of
manpower, and other resources.

4.3.5.4 Primary contact during an interruption.

4.4 Primary Site Contact - For all customers, a primary site contact must be
identified by Therma. In most cases, this will be the Project Manager.
For Therma customers which have a trailer on site, the Primary Site
Contact will be the lead person with an on-site office. For large corporate
customers with multiple locations, each location will be treated as a
separate customer with independent requirements. The authority and
responsibility for the primary site contact includes:

4.4.1 Specific knowledge of the customer’s requirements and priorities.

4.4.2 Responsible for communications with customer.

4.4.3 Assign a back-up.

4.4.4 Communicate with Therma Management as described above.

4.4.5 Must have up-to-date customer contact lists and knowledge of
customer issues.

5

Procedures

5.1 General Procedures and Preparation

5.1.1 In the event of a national, state, or local emergency, Therma
personnel are requested to keep their pagers, radios and cell
phones activated unless directed otherwise by local emergency
officials.

5.1.2 In preparation for potential emergency situations, all key customer
liaisons (Project Managers, Foremen, Account Managers) must
keep up-to-date customer emergency contact lists and customer
safety procedures. Maintain up-to-date awareness of your
customers’ critical area requirements.

5.2 Event Detection and First Response

5.2.1 If an employee cannot contact the main office for four hours, but
there is no apparent “community” issue, the Primary Site Contact
is requested to return to the Therma office to receive and dispatch
personnel as needed. If the cause of the catastrophic shutdown
appears to have affected a larger area than just Therma, Primary
Site Contacts must consider the priorities outlined in 4.1 above
when deciding when and how to return to Therma.

5.2.2 The priority for all actions and response shall be as follows:

5.2.2.1 Eminent Health and Safety
5.2.2.2 Critical Areas per Customer Requirements
5.2.2.3 Comfort Cooling or Heating

5.3 Emergency Response Procedures

5.3.1 In the event of a major interruption to Therma’s communication
network, the following personnel are requested to return to Therma
as soon as possible considering the priorities outlined in step 4.1.

5.3.1.1 Dispatch and Service Coordinators
5.3.1.2 Primary Site Contacts
5.3.1.3 Project Managers
5.3.1.4 Therma Management

5.3.2 Therma employees will report immediately to their supervisors
who are also designated as Emergency Response Personnel.
These managers and supervisors will be responsible for receiving,
prioritizing, and dispatching personnel from the Therma office.
Dispatch will utilize Therma’s global positioning satellite system to
minimize travel distance and provide assistance wherever
possible.

5.3.3 Therma employees not designated to return to the main office
should report to their site office. Prior to returning to Therma,
Primary Site Contacts will designate an on-site lead to provide
direction during their absence.

Attachment A

Summary of Training Activities

Major
Interruption
(Prevents employees
from contacting main
office via remote
methods for more than
4 hrs)

Catastrophic
Interruption
(Constitutes a health
and safety risk)

Priorities

• Eminent Health & safety
• Critical Areas (Safety & health, Key Operations)
• Comfort Cooling & Heating

Therma
Management
Authority

• Operations Manager
• Service and Balance Manager
• Engineering Manager
• Field Personnel Manager

General Procedure & Preparation

Procedure

Therma Personnel

• Keep pagers, radios and cell phones
  activated.
• Keep up-to-date customer contact
  lists and safety procedures
• Maintain customer's critical area
  requirements

Event Detection & First Response

Primary Site
Contacts

• If an employee can't contact
  main office for 4 hrs, contact
  Primary Site Contacts.

Priority for all actions
& response:

• Eminent health and safety
• Critical Area (Safety and Health,
  Key Operations)
• Comfort cooling and heating

Manager /
Supervisor

• Responsible for
  receiving, prioritizing, &
  dispatching personnel
  from Therma office.

Primary Site
Contacts

• Responsible for an onsite lead to provide
  direction during Therma
  employees' absence.

Document Approval

Field Operations Manager
7-7- Date
93
Operations Manager
7-8- Date
03
Engineering Manager
Date
Service Manager
7.8.03 Date
Quality Assurance Manager
Date