METRICS USED AND DEFINITIONS

When evaluating our service providers, Asurion looks at the following service criteria:

Contract Rate

When a service provider establishes rates for which they will provide services, they submit a “Service Provider Application/Service Agreement”. The Regional Manager will review the application and discuss it with the service provider. The agreed upon rates will then become contracted rates that are used to calculate payment when dispatching a rescue.

ETA

Contracted service providers are expected to provide accurate service within 45 minutes. When there are weather advisories, exceptions are necessary. We encourage realistic ETAs to better manage the service provided. For longer distance rescues, the Regional Manager should work with the service provider, in advance, to create a workable solution for pricing and ETAs.

Volume

Volume is defined as the amount of rescues a service provider accepts during a given month. Volume is used to determine the adequacy of coverage in a service area.

Complaints

LOW: A service provider must have less than 1% of all completed rescues generate a complaint

MEDIUM: 1% to 3% of rescues result in complaints

HIGH: 3% or greater of rescues result in complaints

Acceptance Rate

HIGH: A service provider must have an acceptance rate greater than 85%

MEDIUM: 70% - 85% acceptance rate

LOW: Less than 70% acceptance rate

TERMINOLOGY

The following additional terms are used by Asurion, and are defined by Asurion as follows:

Loaded Mileage

Loaded Mileage is the distance which the customer’s vehicle is towed by the service provider. It is calculated by the mapping system used by Asurion.

Enroute Mileage

Enroute mileage is the distance between the service provider’s place of business and the initial location of the customer. If you have questions about enroute, please contact your Regional Manager.

GOA

GOAs will be paid on rescues cancelled halfway or more through the ETA provided by the service provider. If a rescue is cancelled because the service provider was late, a GOA will not be paid if the service provider was more than 15 minutes late. A GOA will not be paid if a customer is not on site when service provider arrives, unless service provider contacts Asurion from the site of service.