| Standard Operating Procedure | SOP No. |
| --- | --- |
| Disaster Recovery Plan - Major Communications Interruption | 3.010 |

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