A Guidebook for Airport-Airline Consortiums (2014)

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104 A P P E N D I X F Minimum Service Levels— Illustrative Example AGREEMENT BY AND BETWEEN THE DETROIT AIRLINES NORTH TERMINAL CONSORTIUM AND THE WAYNE COUNTY AIRPORT AUTHORITY WCAA – DANTeC April 16, 2008 Consortium Agreement Page 1 Execution Copy

Minimum Service Levels—Illustrative Example 105 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-1 Draft 9 Exhibit D Minimum Service Levels Section 1.0 Overview These Minimum Service Levels (“MSL”) establish the minimum requirements to be maintained by the Detroit Airlines North Terminal Consortium (“DANTeC”) for the DANTeC Facilities, Systems, and Equipment. Provisions of the MSL must be met or exceeded by DANTeC and DANTeC vendors. Failure to maintain the levels specified herein may constitute a default in accordance with the Agreement by and between the Detroit Airlines North Terminal Consortium and the Wayne County Airport Authority (“Consortium Agreement”) Section 10.01 O and could result in a termination of the Consortium Agreement. This Exhibit D may, from time to time, be amended in accordance with the Consortium Agreement Section 2.02 B. Section 2.0 Goals and Objectives The purpose of the MSL is to establish the minimum service requirements and quality standards to be maintained by DANTeC for DANTeC Facilities, Systems, Equipment, and Services to extend their useful life. The goal of the MSL is to ensure excellent service levels for the WCAA and the North Terminal tenants. The objectives of the MSL are to: Provide clear delineation of service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the WCAA. Match perceptions of expected service provision with actual service support and delivery. Provide the WCAA with transparent and accessible maintenance records. Section 3.0 Stakeholders For purposes of the MSL, the primary stakeholders shall be the provider, DANTeC, and the owner, WCAA. DANTeC will be responsible for implementing and maintaining the procedures and methods to achieve the objectives of the MSL. Other stakeholders include: WCAA Board WCAA CEO North Terminal Airlines

106 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-2 Draft 9 North Terminal Concessionaires North Terminal Customers Section 4.0 Service Environment The service environment for the MSL shall be the DANTeC Equipment, Systems, and Facilities as depicted in Exhibit A and described in Exhibit C. In addition to the DANTeC Facilities, Systems, and Equipment, the following services to be performed by DANTeC are included as part of the MSL Service Environment: DANTeC Services North Terminal Ramp Control North Terminal Waste Removal North Terminal Pest Control Section 5.0 Periodic Review DANTeC shall be solely responsible for ensuring the objectives of this MSL are met. The requirements of this MSL shall be reviewed upon request by the WCAA, or, at a minimum, once per fiscal year by the primary stakeholders with the first review on December 1, 2008. However, in lieu of a review during any period specified, the then current approved MSL will remain in effect. DANTeC is responsible for facilitating regular reviews and updates of the MSL requirements. DANTeC will collect and compile comments to the MSL between review dates, incorporate all approved revisions, and implement any service level changes included in the revised MSL as soon as practical. The MSL will be maintained and kept in the DANTeC General Manager’s Office. Section 6.0 Service Levels The following detailed service parameters are to be implemented by DANTeC to achieve the objectives of the MSL. 6.1. Service Scope The following services are covered by the MSL: DANTeC Facility Maintenance DANTeC System Maintenance DANTeC Equipment Maintenance

Minimum Service Levels—Illustrative Example 107 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-3 Draft 9 DANTeC Ramp Control DANTeC Waste Removal DANTeC Pest Control Although DANTeC will be performing these services, the WCAA and other tenants will also perform maintenance tasks that are separate from this MSL. Table 6-1 provides a clarification of responsibility for those services being performed in the North Terminal complex. North Terminal Airline WCAA DANTeC Management & Administration General Manager Operations Manager Financial/Clerical Duty Managers Administrative Assistant Dispatchers Ramp Services Snow Removal Airside Landside Curb Arrival/Departure Striping Airline Ground Service Equipment Aircraft Safety Envelope Bagroom roadways Vehicle Service Road Movement Areas (Taxiways & Taxilanes) Gate Scheduling Gate Control Remote Aircraft Remain Overnight (RON) Scheduling Deicing Into Plane Fueling Ground Handling (pushback/marshaling/Lav) Provisioning/catering Baggage Handling Cabin Services Overnight Aircraft Cleaning Ramp Control Facilit y O&M Services Janitorial Holdroom Concourse Lobby

108 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-4 Draft 9 North Terminal Airline WCAA DANTeC Facility O&M Services (continued) Baggage Claim Airline/DANTeC Space Facility Inspection Service (FIS) Restrooms WCAA Space Building Maintenance Airline Operations/DANTeC Spaces Public Spaces WCAA Spaces Window Washing Preventative Maintenance Conveying Systems Moving Walkways Escalators Elevators Building Management System Utilities (Electrical, Water, Gas, Sewer) Light Bulb Replacements Apron Holdroom Concourse Lobby Baggage Claim Airline/DANTeC Space FIS WCAA Space Heating, Ventilating, Air Conditioning System & Controls Security Systems Closed Circuit Television (CCTV) Paging System Premise Distribution System/Local Area Network Distributed Antenna System/Master Clock System Telephone System Airline Systems Passenger Boarding Bridges (PBBs) Aircraft Ground Power Aircraft Preconditioned Air Potable Water Multi User Flight Information Display System Common Use Passenger Processing System Baggage Handling System Hydrant Fueling Battery Chargers Dock Master Diesel Load Rack

Minimum Service Levels—Illustrative Example 109 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-5 Draft 9 North Terminal Airline WCAA DANTeC Facility O&M Services (continued) Triturator Fire System Testing & Inspections Keying System Signage Automatic Doors Waste Removal (Dumpsters) Pest Control 6.2. WCAA Requirements WCAA responsibilities related to the MSL include: Providing DANTeC, Member Airlines, DANTeC vendors, contractors, agents and employees access to DANTeC Operations Area. Badging for DANTeC personnel Providing and maintaining the computerized maintenance management system (CMMS) to be used by DANTeC. Coordinating WCAA North Terminal maintenance and operation activities with DANTeC. Providing access to appropriate WCAA representative(s) when resolving a service related issue or request. Notifying DANTeC of MSL deficiencies. 6.3. DANTeC Requirements DANTeC responsibilities related to this MSL include: Meeting response times associated with service related incidents. Generating reports on service levels for the WCAA (see Service Management). Training required staff on equipment and associated service support tools. Maintaining, storing, and procuring spare parts, tools, and accessories for DANTeC Facilities, Systems, and Equipment. Logging all DANTeC resource hours associated with services provided.

110 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-6 Draft 9 Providing appropriate notification to WCAA and North Terminal users for all scheduled maintenance (see Service Management). Facilitating all service support activities involving incidents, problems, changes, releases, and configuration management. Providing personnel with the appropriate qualifications and security credentials to perform their work. Performing all manufacturer-recommended preventative maintenance in accordance with the manufacturer’s recommended schedule and specifications. Performing maintenance in the public circulation areas between the hours of 2100 and 0500 when practical to minimize passenger inconvenience and disruptions. Maintaining and repairing equipment in proper working order in accordance with manufacturer recommendations, specifications or standard industry practice, whichever is most stringent. Maintaining all life safety and code-required devices, lights, mechanisms, signage, placards, covers, strobes, bells and warning labels in good working condition. Repair or replacement of such items will be categorized as Critical as defined in Section 7.10 below. Maintaining a complete set of all records and making them available to the WCAA upon request, including preventative maintenance, reactive maintenance, corrective maintenance records, and inventory levels. Maintaining records of all user and maintenance training activities including trainer and trainees. Immediately logging maintenance activity in the WCAA-provided computerized maintenance management system (CMMS). Coordinating DANTeC maintenance activity that affects Airport operations or extends beyond the DANTeC Facilities with the WCAA and affected parties. Notifying the WCAA of any outages that (a) affect the public, or (b) are categorized as Critical as defined in Section 7.5 below. Staffing and maintaining a 24/7/365 dispatch office located in the North Terminal Operations Center (room 1480) to provide support to North Terminal users and maintenance activities. Providing a Duty Manager 24/7/365 who is responsible for all DANTeC activities.

Minimum Service Levels—Illustrative Example 111 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-7 Draft 9 Section 7.0 Service Management The effective provision of in-scope services will result in consistent service levels. The following sections provide relevant details defining MSL requirements for service availability, monitoring, measurement, reporting, and other related components of in-scope services. 7.1. Primary System Availability Time Definition The Primary System Availability Time (“PSAT”) is defined as: o 0500 to 2100 US Eastern Time o Sunday – Saturday, 365 days per year 7.2. Service Maintenance Window Definition All systems, equipment, and/or related components require regularly scheduled maintenance (“Service Maintenance Window”, or “SMW”) in order to meet established service levels. These activities will render systems and/or applications unavailable for normal use. DANTeC will coordinate all scheduled maintenance with the affected parties to minimize disruptions. Maintenance that impacts the public will be performed between the hours of 2100 and 0500 when practical. 7.3. Outage Definition An Outage is defined as a temporary suspension of operation due to the failure of the equipment or system component or system software, rendering the system unusable for its intended purpose. An outage begins once it is reported to DANTeC dispatch, and will be deemed over once the equipment or system has been returned to service, or once a temporary solution has been implemented by DANTeC. 7.4. Availability Restrictions Scheduled maintenance must be coordinated with North Terminal tenants and accommodate regular and irregular operations. Tenants and the WCAA must be provided the opportunity to make a proceed/abort decision prior to the start of scheduled maintenance. 7.5. DANTeC Facilities Service Standards North Terminal

112 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-8 Draft 9 Janitorial services will be performed by DANTeC in the non-public areas of the North Terminal as well as the Passenger Boarding Bridges (PBBs). The services and the frequency with which janitorial services are to be provided are listed in table 7-1. Janitorial Service Standards Task PBBs Inbound/ Outbound Bagroom Non- Public Restrooms Non-public Circulation corridors/stairs Airline/ DANTeC/ CBP Offices Operational Support Areas Empty trash containers Daily Daily Daily Daily Daily Daily Clean trash containers Weekly Weekly Weekly Weekly Weekly Weekly Vacuum and mop Floors Daily Weekly Weekly Weekly Weekly Weekly Re-finish floors Semi-Annually Semi- Annually Semi-Annually Semi- Annually Semi- Annually Clean walls, partitions, and doors Daily Daily Quarterly Monthly Monthly Spot clean walls, partitions, and doors Monthly Weekly Weekly Clean and disinfect restroom fixtures Daily Clean drinking fountains Daily Clean sinks Daily Daily Daily Replenish supplies Daily Daily Daily Clean mirrors and partitions Daily Power wash walls and floors Annually Monthly Annually

Minimum Service Levels—Illustrative Example 113 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-9 Draft 9 Task PBBs Inbound/ Outbound Bagroom Non- Public Restrooms Non-public Circulation corridors/stairs Airline/ DANTeC/ CBP Offices Operational Support Areas Dust surfaces and vents Daily Monthly Daily Monthly Daily Daily Relamp and clean fixtures As needed As needed As needed As needed As needed As needed Remove graffiti As needed As needed As needed As needed As needed As needed Replace light bulbs As needed As needed As needed As needed As needed As needed Spot carpet care As needed As needed As needed Clean windows Semi- annually Semi- annually Semi-annually Semi- annually Semi- annually Steam clean/extraction carpets Monthly Semi- annually Semi- annually Definition of Janitorial Services Empty trash containers - Carry container to cart and empty. Replace liner if necessary. Clean trash containers - Spray inside of container with approved cleaner. Wipe out and replace liner. Vacuum and mop floors. - Vacuum entire floor including edge vacuuming corners, baseboards, around furniture. Mop entire floor including edge mopping, around furniture. Re-finish floors - Hard surface floors will be scrubbed and assessed for the amount of finish that will be applied to deliver a polished appearance. Clean walls, partitions and doors - Wipe partitions, walls and doors clean with approved cleaning solution.

114 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-10 Draft 9 Spot-clean walls, partitions and doors - Remove finger smudges, spots, or graffiti from walls and doors as required with appropriate cleaning materials. Clean and disinfect restroom fixtures - Clean and disinfect restroom fixtures with an approved chemical. Clean drinking fountains - Wipe all surfaces of fixtures with approved cleaner; polish bright work. Clean sinks - Wipe all surfaces of fixtures with approved cleaner; polish bright work. Replenish supplies: Restroom supplies - Refill soap, towel, and toilet paper dispensers, making sure they are operational. Break room and ready room – Refill soap and towel dispensers, making sure they are operational. Clean mirrors and partitions - Wipe all surfaces of fixtures with approved cleaner. Power wash walls and floors - Use pressure washer machine following manufacturer’s direction and thoroughly clean the walls and floors of a hard surface area. Dust surfaces and vents - Wipe down surfaces and dust surfaces which are free of objects, including vents, ledges, window sills, and cubicle partitions. Relamp and clean fixtures - Set up ladder securely, remove or lower light cover and replace all bulbs in fixture. Using damp cloth with glass cleaner, wipe light cover and frame. Replace light cover and remove ladder. Remove graffiti – Remove graffiti with an appropriate cleaning chemical/solution. Replace light bulbs – Replace light bulbs in fixtures that are less than 12 feet above the finished floor. Spot carpet care - Use carpet steam cleaner to appropriately clean the area that has been stained. Clean windows – Use an approved cleaning solution to clean the interiors sides of windows and door vision panels.

Minimum Service Levels—Illustrative Example 115 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-11 Draft 9 Carpet steam/extraction clean - Clean entire carpet with steam cleaning machine according to manufacturer’s instructions. Allow to dry overnight. Furniture moving is not included. Building Maintenance DANTeC will perform building maintenance services in the non-public areas of the North Terminal. This will include emergency, corrective, and preventative maintenance services. The areas in which DANTeC will perform building maintenance services are depicted in the DANTeC Facilities exhibit. DANTeC services for these areas are as follows. Wall repair for all non-public spaces. In areas where a wall divides public and non-public, the interior of the wall will be maintained by DANTeC, and the door and public side of the wall will be maintained by WCAA. Millwork in non-public spaces, airline baggage service offices, and common use system inserts will be maintained by DANTeC. Gate, ticket counter, curbside, and FIS recheck inserts will be maintained by the airline. All other millwork, including baggage wells, will be maintained by the WCAA. Electrical maintenance from and including the circuit breaker in the electrical panel to the wall outlet. Mechanical maintenance from and including the Variable Air Valve (VAV) and its controls to the vent. Ceiling/ceiling tile and grid repair. Plumbing repairs from and including the fixture to the plumbing main riser/main supply line valve or connection fitting. Floor repairs such as replacement of carpet, VCT, repair sealing of concrete in accordance with manufacturer recommendations and specifications. Testing of fire suppression system in accordance with the direction of the Authority Having Jurisdiction (AHJ). Annual touch-up painting of interior spaces Repair of doors and windows as required. Annual restriping of all North Terminal aircraft and GSE striping

116 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-12 Draft 9 North Terminal Triturator The North Terminal Triturator is a separate facility that is part of the North Terminal complex. The triturator is provided for the air carriers operating from the North Terminal. DANTeC will be responsible for maintaining the entire triturator building and its associated systems and equipment contained therein. DANTeC will provide all building, systems, and equipment maintenance services for the triturator in accordance with manufacture-recommended specifications. A more detailed responsibility matrix is to be developed by DANTeC and the WCAA once the design of the Triturator facility is completed. North Terminal GSE Fuel Load Rack The North Terminal GSE fuel load rack is a separate facility that is part of the North Terminal complex. The GSE fuel load rack provides a common GSE refueling facility for air carriers operating in the North Terminal. DANTeC will maintain and operate the GSE fuel load rack and its associated systems and equipment in accordance with manufacturer recommended specifications. 7.6. DANTeC Systems Service Measurement DANTeC will record and report the performance of the DANTeC Systems as a measurement of the service levels DANTeC is responsible for under this MSL, in accordance with the following table. DANTeC will strive at all times to meet or exceed these performance targets. Reporting requirements are defined in Section 7.9. Measurement Definition Performance Target (Annual) Baggage Handling System Availability (excluding EDS) Percentage of time System is available outside of SMW. 95.00% Common Use Passenger Processing System Availability Percentage of time System is available outside of SMW. 90.00% Multi-User Flight Information Display System Availability Percentage of time System is available outside of SMW. 95.00% Local Area Network/Premise Distribution System Availability Percentage of time System is available outside of SMW. 99.00% Distributed Antenna System Availability Percentage of time System is available outside of SMW. 90.00% Building Management System Availability Percentage of time System is available outside of SMW. 95.00%

Minimum Service Levels—Illustrative Example 117 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-13 Draft 9 Measurement Definition Performance Target (Annual) Paging System Availability Percentage of time System is available outside of SMW. 98.00% # of outages - Baggage Handling System Number of outages lasting more than 30 minutes during the PSAT No more than 12 per year or 6 per quarter # of outages - Common Use Passenger Processing System Number of outages lasting more than 15 minutes during the PSAT No more than 12 per year or 6 per quarter # of outages - Multi-User Flight Information Display System Number of outages lasting more than 15 minutes during the PSAT No more than 24 per year or 12 per quarter # of outages – Local Area Network/Premise Distribution System Number of outages lasting more than 10 minutes during the PSAT No more than 4 per year or 2 per quarter # of outages - Distributed Antenna System Number of outages lasting more than 30 minutes during the PSAT No more than 24 per year or 12 per quarter # of outages - Building Management System Number of outages lasting more than 15 minutes during the PSAT No more than 24 per year or 12 per quarter # of outages - Paging System Number of outages lasting more than 30 minutes during the PSAT No more than 12 per year or 6 per quarter DANTeC Response Time - Critical DANTeC response time for incidents categorized as ‘Critical.’ 95% in less than 15 minutes DANTeC Response Time - High DANTeC response time for incidents categorized as ‘High.’ 90% in less than 1 hour DANTeC Response Time - Medium DANTeC response time for incidents categorized as ‘Medium.’ 80% in less than 8 hours DANTeC Response Time - Low DANTeC response time for incidents categorized as ‘Low.’ 75% in less than 24 hours DANTeC Response Time - General DANTeC response time for incidents categorized as ‘General Request.’ 75% in less than 1 week 7.7. DANTeC Equipment Service Management

118 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-14 Draft 9 DANTeC will record and report the performance of the DANTeC Equipment as a measurement of the service levels DANTeC is responsible for under this MSL, in accordance with the following table. DANTeC will strive at all times to meet or exceed these performance targets. Reporting requirements are defined in Section 7.9. Measurement Definition Performance Target (Annual) Passenger Boarding Bridges/Preconditioned Air/Ground Power Units Percentage of time Equipment is available outside of SMW. 95.00% Potable Water Cabinets Percentage of time Equipment is available outside of SMW. 90.00% Hydrant Fueling Carts/Trucks Percentage of time Equipment is available outside of SMW. 95.00% Moving Walkways Percentage of time Equipment is available outside of SMW. 95.00% Elevators Percentage of time Equipment is available outside of SMW. 90.00% Escalators Percentage of time Equipment is available outside of SMW. 95.00% Automatic Doors Percentage of time Equipment is available outside of SMW. 95.00% 7.8. DANTeC Services Management Ramp Control DANTeC will perform the ramp control services for the North Terminal. This includes ramp control and implementation of the North Terminal Gate Access Procedures. The service standards to be maintained by DANTeC are as follows. Staff ramp control tower 24/7/365 Maintain constant radio communications with North Terminal airlines, FAA, and WCAA during aircraft operations and movements Coordinate, facilitate, and document Gate Planning Review Committee meetings Perform Gate Coordinator function Implement Gate Access Procedures Manage gate activity on the North Terminal Common Use Gates

Minimum Service Levels—Illustrative Example 119 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-15 Draft 9 Waste Removal DANTeC is responsible for emptying five trash compactors located within the North Terminal. DANTeC will perform this service a minimum of once per day except Sunday, or as needed to prevent overfill of the compactors and deter rodent infestation. DANTeC will also adopt the WCAA’s recycling program requirements. Pest Control DANTeC is responsible for performing pest control services in the North Terminal and Triturator facilities. DANTeC will perform bi-weekly inspections and apply monthly pest control treatments. Extermination and bird control services must be available for use on an as needed basis as determined by the WCAA or DANTeC. 7.9. Reporting As part of this MSL, DANTeC will be responsible to provide the WCAA with reports related to the DANTeC Facilities, Systems, Equipment, and Services, each containing the information below. The reporting calendar will be the same as the WCAA’s fiscal calendar (October 1 to September 30). Monthly Report DANTeC will submit to the WCAA a Monthly Status Report for DANTeC Facilities, Systems, Equipment, and Ramp Control. The Monthly Status Report will be provided within 14 days of the end of each month, and will include, at a minimum, the following information: Facility Status Report Number of service requests by category Number of open service requests by category Number of closed service requests by category Schedule of major maintenance activities for the next two months Systems and Equipment Status Report Overall availability for each DANTeC System and Equipment Number of outages for each DANTeC System and Equipment Number of service requests by system/equipment by category Number of open and closed service requests by system/equipment by category Schedule of major maintenance activities for the next two months

120 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-16 Draft 9 Ramp Control Report Average aircraft wait times from request to authorization for clearance to push Volume during peak periods Common Use Gate Activity o Air Carrier o Aircraft type o Activity type (turnaround, terminator, originator) o Time on gate Common Use Overnight Gate Rentals Common Use Gate Activity schedule for the next two months Common Use Overnight Gate Rentals for the next two months Quarterly Report DANTeC will submit to the WCAA a Quarterly Report for DANTeC Facilities, Systems, Equipment, and Ramp Control. The Quarterly Report will be provided within 30 days of the end of each quarter, and will include, at a minimum, a summary of the monthly status reports for each month in the quarter and the following information: Facility Status Report Recurring issues and mitigation plan(s) Training activities Inventory levels Systems and Equipment Status Report Recurring issues and mitigation plan(s) Training activities Inventory levels Ramp Control Report Gate Planning Review Committee Reports Pushback congestion mitigation recommendations Management Report Budgeted vs. actual expenses for each DANTeC vendor or contractor Projected expenses for the next quarter Issues related to the business processes established for DANTeC (e.g. payment processing, communications, reporting, etc.) and recommendation(s) for improvement Contractual issues related to DANTeC vendors and contractors Annual Report

Minimum Service Levels—Illustrative Example 121 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-17 Draft 9 DANTeC will submit to the WCAA an Annual Report for DANTeC Facilities, Systems, Equipment, and Ramp Control. The Annual Report will be provided within 30 days of the end of year, and will include, at a minimum, a summary of the Quarterly Reports for each quarter in the year and the following information: Service Level Report Systems and Equipment availability target o Percentage each system and equipment are available outside of the SMW compared to the targets in Section 7.6 and 7.7 above. Facilities, Systems, and Equipment response time o Amount of service requests received for systems and equipment by category. o Average DANTeC response time for each request category for all service requests compared to the targets in Section 7.6 and 7.7 above. System outages o Number of outages for systems and equipment compared to the targets in Section 7.6 and 7.7 above. o Time and duration of each outage o Cause of each outage o Effect or impact of each outage o Mitigation plan(s) to prevent future similar outages Ramp control report Common Use Gate turns Common Use Gate activity projection Ad Hoc Reports The following Ad Hoc Reports will be provided at a specific time or on an as needed basis as indicated in the report description below. DANTeC Budget Report The DANTeC Budget Report will provide an estimated budget for all services of this MSL related to the DANTeC Facilities, Systems, and Equipment for the upcoming fiscal year. The DANTeC Budget report will be provided to the WCAA on or before June 1 of each year. The Budget Report will provide a breakdown of all DANTeC contract budgets included in this MSL as follows: Executive Summary Fiscal Year Budget Summary Budget Detail o Vendor/contractor name

122 A Guidebook for Airport-Airline Consortiums WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-18 Draft 9 o Vendor/contract number o Vendor/contract description o Vendor/contract duration o Vendor/contract estimated budget Incident Report The Incident Report will be provided for any service request categorized as ‘Critical’ as defined in Section 7.10. The incident report will provide a copy of the service request and will include, at a minimum, the following information: Service request number Date of incident Time of incident Duration of incident Location of incident Description of incident o Cause of incident o Effect of incident o Resolution of incident Actions to be taken against offending party Mitigation plan to prevent future similar incident 7.10. Service Requests In support of minimum service requirements outlined in the MSL, DANTeC will respond to service related incidents and/or requests submitted by users within the following time frames: Fifteen (15) minutes for issues classified as Critical. One (1) hour for issues classified as High priority. Eight (8) hours for issues classified as Medium priority. Twenty-Four (24) hours for issues classified as Low priority. Seven (7) days for a general service request. 7.10.1 Service Request Categorization The DANTeC dispatcher will be responsible for assigning the appropriate category to each service request received. However, the following Service Requests will be categorized as ‘Critical’ regardless of the system, time, or location:

Minimum Service Levels—Illustrative Example 123 WCAA – DANTeC September 19, 2007 Consortium Agreement Page D-19 Draft 9 Life safety Security Local Area Network Incidents of any kind that render a system completely unusable or prohibits the processes required to enplane or deplane passengers. The following Service Requests will be categorized as ‘High’ regardless of the system, time, or location: Code violations Incidents of any kind that affect two or more parties (i.e., two airlines, two dependent systems, etc.). As part of this MSL, DANTeC must develop an Incident Management Plan to fully describe all service request categories. 7.11. Service Exceptions DANTeC will meet or exceed all service levels and standards contained herein. However, certain events are outside of the control of DANTeC and will affect the level of service that DANTeC is able to provide. Unless caused by a DANTeC vendor or contractor, the following issues will be deemed outside the control of DANTeC and will not be factored in determining DANTeC’s achievement of service levels: An act of negligence by tenants using or operating the DANTeC Facilities, Systems, or Equipment Loss of a North Terminal utility that affects DANTeC Facilities, Systems, or Equipment (i.e., electricity, water, gas, sewer, telephone) Fire or security event requiring the shutdown of DANTeC Facilities, Systems, or Equipment Force Majeure event as defined in Section 12.02 of the Consortium Agreement Although DANTeC cannot control or eliminate these types of issues, DANTeC will mitigate them by providing refresher training to the responsible parties, or take alternative actions to mitigate future similar incidents. DANTeC will be responsible for notifying the responsible parties and providing backcharge support information to the WCAA as needed. # # # #

Abbreviations and acronyms used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S.DOT United States Department of Transportation