2024-500-E-AMS-Sunstates Security-Security Guard Services FY24-25

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Confidential Prepared for Orange County North Carolina • Customer relations As data for each metric is entered, this dynamic electronic form provides live charting and graphing of composite evaluation scores in each overall area. ✓ One or More Face-to-Face Meetings per month between the Local Regional Manager / Director and the Client There is no substitute for personally spending time with our clients on an ongoing basis. Face time creates a comfort level and bond that gives rise to the sense of genuine partnership and unified team spirit we seek. Our Regional Manager or Director comes to client meetings prepared to discuss progress and improvements at the site, with supporting documentation drawn from the monthly Spot Checks or from Site Assist Visits. If in the course of any of our management visits, concerns were identified requiring our client to take action – for instance, if we have noted that a fire extinguisher needs to be refilled – our Regional Manager or Director checks on the status of that action item during the monthly meeting, and continues to re-visit the concern every month until it is resolved. We conduct these ongoing status checks on open action items because we understand there are many demands on your time and attention. We know our performance is a reflection on you. We are serious about providing you with extraordinary support and resources, along with documentation of service levels and improvements that will validate your choice of Sunstates and provide concrete eviden ce of the success of the security program under your management. ✓ One or More Meetings per week between the Site Supervisor (or Site Manager) and the Client Our Site Supervisor or Site Manager touches base with the client face-to-face, or if circumstances demand, by phone, at minimum once per week. In all actuality, at most sites, there is daily contact between the Site Supervisor or Site Manager and the client. But the “once per week” mandate ensures that even if a client is traveling or otherwise not immediately accessible, there is never any disconnect or weakening of the bond between the client and the site team. ✓ Daily Activity Reports (DARs) and Incident Based Reports (IBRs) Every day, site personnel complete Daily Activity Reports (DARs) and Incident Based Reports (IBRs) if called for. These reports are forwarded daily to the local Region office, enabling the Regional team leader to easily keep tabs on the site between management visits and client Docusign Envelope ID: 08873B1B-BC4C-44E2-88E7-6F159AB20086