MYFACILITY QUICK REFERENCE GUIDE

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1 Table of Contents: What s New 2 Terminology 3 Logging into MyFacility 4 Adding Locations to your profile 4 Submitting Suggestions 4 MyFacility Tutorial & Components 5 MyFacility Problem Codes 6

2 What s New The following enhancements were deployed in January 2008 in response to customer feedback collected: Simplified Sign-On (SSO) access to the site using your standard ID and password Status of all your requests presented on home page Ability to add a location to your profile Shortcut to top 25 most frequently requested problem codes Reduce number of refreshes required Simplified service request form: all information entered on one page using a more intuitive form layout Confirmation and approval s to proactively communicate progress made on your requests Improved search capability for all users Consistent navigation elements to streamline the path to what you need The following enhancements were deployed in September 2009 as part of the upgrade to the latest version of MyFacility: Complete cosmetic overhaul, allowing for cleaner presentation and more intuitive navigation Standardized platform that allows for easier and faster updating in the future Automated surveying capabilities for services rendered A new Summary Overview screen will be available to the Property Management staff to provide a summary of work order activity for a particular property Integration with back-end facility management systems including the new 360Facility work order fulfillment system

3 Terminology Work Order - A work order is a service request that has been submitted for dispatching. Each work order contains information on the type of service requested along with status and condition. Common Problem List of repairs and services commonly requested Condition of Service Request: Open Indicates that the service request has been submitted and is waiting to be completed by a technician or service provider Closed Indicates the work has either been completed by the Service Provider or was not approved by the property manager. Closed work orders cannot be reopened. Status of Service Request: Solving Indicates the work is in the process of being dispatched by the Customer Solutions Center Dispatched Indicates that the work order has been assigned to a Service Provider with the appropriate service level and response/completion times. Cancelled Indicates the work no longer needs to be performed. Awaiting Review Service Levels: Indicates the work order has been completed by the Service Provider and is awaiting invoice approval and processing. DEFAULT TARGET SERVICE LEVELS Response Time Completion Time Emergency 4 hours 8 hours Rush 1 day 3 days Normal 5 days 5 days Next Scheduled Visit _ 15 days * Quarterly PMs _ 30 days * * Calendar Days

4 Logging into MyFacility 1. Open new internet explorer browser session 2. In address bar type in myfacility.bankofamerica.com/sso 3. Enter standard ID and password, click on Submit 4. First time users, add MyFacility to your internet explorer Favorites * Note: MyFacility Simplified Sign On (SSO) does not require connection to the Bank network via MAS. Adding Locations to your profile 1. From the MyFacility Home Page, click on the Update My Profile link at the top right of the page 2. In order to add a new location, you must check the Add new location box 3. You must select the appropriate State, City, Building, and Tenant Location combination from the available drop down choices 4. If you want to make this your new default primary location, be sure to check the New Primary Location? box 5. After you have entered your criteria, click on the Save Changes button *Note: All locations you are registered with will be available to you in the drop down Location menu on the home page Submitting Suggestions In an effort to continuously improve this website and our customer satisfaction, we encourage you to inform us of errors encountered with the system and especially to provide feedback about potential improvements to the site. To submit either of these please our Customer Solutions Center by clicking on the Suggestions? icon in the top right of the home page. 1. For Errors please use subject: Error with MyFacility 2. For Suggestions please use subject: Suggestions for MyFacility Please be as detailed in your descriptions as possible, including a work order number if applicable for our team to better assist you.

5 MyFacility Tutorial & Components Please utilize the link below to launch a multimedia tutorial presentation providing step by step instruction on how to navigate MyFacility, submit a new service request, search for service requests, and other common tasks. A detailed explanation of the MyFacility components is also included. MyFacility Tutorial

6 MyFacility Problem Codes Work Type Category Common Problem Top 25 Clarification / Description Average Cost Banking Related ATM Cleaning Banking Related ATM HVAC Banking Related ATM Lights Banking Related Teller Sign Directional Sign $ Building Exterior Doors-Exterior Repair/Maintenance Yes Repair of exterior doors Building Exterior Electrical-Ext Install New $1, Building Exterior Electrical-Ext Generator Building Exterior Electrical-Ext Power Outage Building Exterior Electrical-Ext Repair/Maintenance Building Exterior Exterior - Carpentry Awnings Building Exterior Exterior - Carpentry Repair/Maintenance Building Exterior Glass-Exterior Repair Building Exterior Graffiti Removal-Ext Removal Building Exterior Lighting-Exterior Lane Lights $ Building Exterior Lighting-Exterior Install New Building Exterior Lighting-Exterior Repair/Maintenance Yes Repair or maintenance of exterior lights Building Exterior Locks/Keys-Ext Lock Re-Key $ Building Exterior Locks/Keys-Ext Reprogramming $ Building Exterior Locks/Keys-Ext Lock Repair Building Exterior Painting-Ext Paint/Patch Building Exterior Parking Lot Towing $1, Building Exterior Parking Lot Repair/Maintenance Yes Repair of the parking lot of the building Building Exterior Parking Lot Parking Area Sweeping (Lot/Walk/Drive) Building Exterior Parking Lot Security Equipment Building Exterior Parking Lot Striping Building Exterior Pest Control-Ext Pest Control /insect Building Exterior Pest Control-Ext Pest Control/ Animal Building Exterior Pest Control-Ext Termite Building Exterior Plumbing-Ext Over-Flows/Leaks Building Exterior Plumbing-Ext Repair/Maintenance Building Exterior Roof Repair/Maintenance Yes Repair of leaks in the roof Building Interior Carpentry - Interior Hang Items $ Building Interior Carpentry - Interior Blinds/Curtains $ Building Interior Carpentry - Interior Ceiling Tile Building Interior Carpentry - Interior Paint/Patch Building Interior Carpentry - Interior Repair/Maintenance Building Interior Doors-Interior Repair/Maintenance Building Interior Electrical-Int Data/Cable Pulls $2, Building Interior Electrical-Int Generator Building Interior Electrical-Int Repair/Maintenance Building Interior Electrical-Int UPS Building Interior Elevator/Escalator Entrapment Building Interior Elevator/Escalator Inspect Building Interior Elevator/Escalator Elevator Lamp / Light Replacement

7 Building Interior Elevator/Escalator Elevator Cab Repair Building Interior Elevator/Escalator Repair/Maintenance Work Type Category Common Problem Top 25 Clarification / Description Average Cost Building Interior Flooring Repair/Maintenance Building Interior Flooring Trip Hazard Building Interior Glass-Interior Tinting $1, Building Interior Glass-Interior Repair/Replace Building Interior Graffiti Removal-Int Removal Building Interior HVAC After Hours $3, Building Interior HVAC Hot/Cold Yes If the heating or cooling system is working, but is not heating or cooling to the desired temperature, please select this problem code. If the unit is not working at all, please select the HVAC Repair problem code. Building Interior HVAC Indoor Air Quality Building Interior HVAC Repair/Maintenance Yes If the heating or cooling system is not working at all, please select this problem code. If the unit is working but is not heating or cooling to the desired temperature, please select the HVAC Hot/Cold problem code. Building Interior HVAC Server Room Building Interior Lighting-Interior Decorative Lights $ Building Interior Lighting-Interior After Hours $ Building Interior Lighting-Interior Ceiling Lights Yes Repair or replace ceiling lights Building Interior Lighting-Interior Workstation Lights Building Interior Locks/Keys-Int Lock Re-Key Yes Make copies of keys $ Building Interior Locks/Keys-Int Reprogramming $ Building Interior Locks/Keys-Int Lock Repair Yes Repair locks Building Interior Pest Control-Int Insect Yes Removal or extermination of insects or pests within the building Building Interior Pest Control-Int Animal Building Interior Plumbing-Int Back Flow Testing Building Interior Plumbing-Int Install New Building Interior Plumbing-Int Blockages/Clogs/Leaks/Overflows Yes If you have an active leak, clog, or overflow, please select this problem code. If you have a malfunctioning plumbing fixture such as a faucet or or toilet, please select the Plumbing - Repair problem code. If have both an active leak and a broken plumbing fixture, please select this problem code as the leak, clog, or overflow takes precedence.

8 Building Interior Plumbing-Int Repair/Maintenance Yes If you have a broken plumbing fixture such as a faucet or toilet, please select this problem code. If the broken plumbing fixture is resulting in an active leak, clog, or overflow, please select the Plumbing - Clogs, Leaks & Overflows problem code. Work Type Category Common Problem Top 25 Clarification / Description Average Cost Conference Rooms Booking/Scheduling Booking/Scheduling $ Conference Rooms Room Setup Room Setup $ Janitorial/Cleaning Bio Clean Bodily Fluids Janitorial/Cleaning Bio Clean Hazardous Material Janitorial/Cleaning Carpets Clean Yes Carpets need to be cleaned $ Janitorial/Cleaning Carpets Vacuum Janitorial/Cleaning Floors Buff/Strip/Wax Yes Clean, sweep, mo, vacuum, floors within the building $ Janitorial/Cleaning Furniture-Clean Vacuum $ Janitorial/Cleaning Furniture-Clean Clean $ Janitorial/Cleaning Janitorial Complaint Yes Items or areas need to be cleaned by the janitorial staff Janitorial/Cleaning Power/Pressure Wash Building Yes Clean exterior surfaces of the building Janitorial/Cleaning Power/Pressure Wash Parking Lot/Walks Janitorial/Cleaning Restroom Clean Janitorial/Cleaning Supplies Order/restock Janitorial/Cleaning Washer/Dryer Repair/Maintenance $ Janitorial/Cleaning Water Extractor Repair/Maintenance Janitorial/Cleaning Windows Clean Exterior $ Janitorial/Cleaning Windows Clean Interior $ Landscape Complaint Landscape Equipment-Lndscp Repair/Maintenance Landscape Equipment-Lndscp Irrigation system Landscape Grass/Lawn/Beds Remove Landscape Snow Removal Plow Landscape Snow Removal Salt/Sand Landscape Snow Removal Shovel Landscape Trees/Shrubs Plant Landscape Trees/Shrubs Trim/Remove Life Safety Emergency Service Bomb Threat Life Safety Emergency Service Fire Life Safety Emergency Service Fumes/Odors Life Safety Emergency Service Natural Disaster Life Safety Environmental Assessment Environmental Assessment Life Safety Environmental Assessment Asbestos Life Safety Environmental Assessment General Environmental Life Safety Environmental Assessment Storage Tanks Life Safety Environmental Assessment Abatement Life Safety Fire Alarm Install New Life Safety Fire Alarm Repair/Maintenance

9 Life Safety Fire Alarm Resetting Life Safety Fire Alarm Testing Life Safety Fire Extinguishers Halon Life Safety Fire Extinguishers Inspection Life Safety Fire Extinguishers Install New Life Safety Fire Extinguishers Recharge Life Safety Fire Extinguishers Repair/Maintenance Life Safety Fire Extinguishers Testing Life Safety First Aid Equipment $ Work Type Category Common Problem Top 25 Clarification / Description Average Cost Life Safety Smoke Detector Repair Life Safety Smoke Detector Testing Life Safety Smoke Detector Install Life Safety Sprinkler System Install New Life Safety Sprinkler System Repair/Maintenance Life Safety Sprinkler System Testing Moves/Adds/Changes Boxes Deliver $ Moves/Adds/Changes Boxes Remove $ Moves/Adds/Changes Boxes Move $ Moves/Adds/Changes Furniture Locks & Keys Yes Repair or replace locks and keys for furniture $50.00 Moves/Adds/Changes Furniture Repair/Maintenance Yes Repair and maintenance of $ furniture Moves/Adds/Changes Furniture Adjustment/Ergonomic $ Moves/Adds/Changes Furniture Move $ Moves/Adds/Changes Furniture Reconfigurations $ Moves/Adds/Changes People Move $ Moves/Adds/Changes Plants Move $ Moves/Adds/Changes Plants Common Area $2, Office Services Reserved Parking Reserved Parking $ Office Services Water Filtration Units Repair/Maintenance $ Office Services Water Filtration Units Replace Filter $ Project Work Capital Project Support Capital Project Support $1, Project Work VOIP Project Environmental Assessment $ Project Work VOIP Project Electrical $ Security Alarms Monitoring $ Security Alarms Repair/Maintenance $ Security Alarms Testing $ Security Bandit Barrier Repair/Maintenance $ Security Building Access ATM Access Reader $ Security Building Access Access Card/Badge $ Security Equipment-Sec Card Readers $ Security Man Traps Repair/Maintenance Signage Directional Bldg Repair $ Signage Directional Tenant Install/Remove/Repair $ Signage Emergency/Safety Repair/Install Signage Exterior Flags $ Signage Exterior Bldg Install/Repair $ Signage Exterior Bldg Remove

10 Signage Interior Bldg Install/Remove/Repair Yes Installation or repair of signs located within the building $ Signage Interior/Exterior Tenant Install/Remove/Repair $ Signage Lit Signage Tenant Install/Remove/Repair $ Signage Lit Signage Bldg Remove/Repair Signage Name Plates Remove $ Signage Name Plates Repair $ Signage Name Plates Install $ Waste Removal Dumpster/Compactor Order $ Waste Removal Dumpster/Compactor Empty Waste Removal Dumpster/Compactor Port O Let Work Type Category Common Problem Top 25 Clarification / Description Average Cost Waste Removal Dumpster/Compactor Removal Waste Removal Dumpster/Compactor Padlocks Waste Removal General Collection Deliver Bin $ Waste Removal General Collection Empty Bin Yes Removal of trash and waste from the premises Waste Removal Medical Waste Removal $ Waste Removal Recycle Removal/Retrieval