Service Level Agreement for Suppliers

Last updated: June 10, 2022

THIS SERVICE LEVEL AGREEMENT FOR SUPPLIERS (“SERVICE LEVEL AGREEMENT”) IS HEREBY INCORPORATED INTO AND MADE A PART OF THE TERMS OF SERVICE (“TERMS OF SERVICE”) BY AND BETWEEN RELOQUEST, INC. (“RELOQUEST”) AND THE SUPPLIER (“SUPPLIER”) THAT ACCEPTS THE TERMS OF SERVICE. THE EFFECTIVE DATE OF THIS SERVICE LEVEL AGREEMENT IS THE SAME AS THE DATE THAT SUPPLIER ACCEPTS THE TERMS OF SERVICE.

Capitalized terms used, but not defined, in this Service Level Agreement have the meanings ascribed to such capitalized terms in the Terms of Service.

In addition to complying with the Terms of Service and each Terms of Reservation for a Booking, Supplier shall provide Accommodations for Guests and resolution of Accommodation Issues related to Accommodations (“Supplier Services”) consistent with the service levels (“Service Levels”) set forth in this Service Level Agreement.

Communications
1. Communications
  - Except with respect to notices required pursuant to the Terms of Service, Supplier shall communicate with ReloQuest through the ReloQuest Platform.
  - Except as specifically set forth in the Terms of Reservation with respect to using Service TrackerTM to respond to Accommodation Issues, Supplier shall not, directly or indirectly, contact or attempt to contact any Requestor or Guest.
Geographic Areas
1. Supplier shall offer and provide Accommodations to Requestors in the geographic areas designated and approved in the ReloQuest Platform by Requestor and accepted by Supplier.
Supplier Services
1. Performance.
  - All of the Supplier Services shall be performed consistent with the highest industry standard for superior services.
  - Supplier shall adhere to and comply with the Supplier Code of Conduct set forth in the attached Exhibit 1.
  - Supplier shall continually achieve or surpass the Service Levels set forth in this Service Level Agreement.
  - Supplier shall regularly measure and improve the Service Levels of Supplier’s performance of the Supplier Services.
  - Supplier acknowledges and agrees that the Supplier Services and Service Levels can and may change. If changes are made to the Supplier Services or Service Levels, ReloQuest will inform Supplier of such changes through the ReloQuest Platform.
  - If Supplier cannot meet provide the Supplier Services or meet the Service Levels, then Supplier shall immediately provide ReloQuest with notice of such inability with details regarding the matter. Supplier acknowledges and agrees that any such inability may subject Supplier to being removed from the ReloQuest Platform and use of the Service.
2. Resolution of Accommodation Issues.
  - Supplier shall provide 24/7 customer support to ReloQuest, Requestors and Guests.
  - Supplier shall address all reported Accommodation Issues consistent with the Terms of Reservation and this Service Level Agreement.
  - Supplier shall document all communications through Service TrackerTM.
  - Supplier shall set forth a plan of action for all reported Accommodation Issues.
  - Supplier shall put forth all necessary resources to resolve Accommodation Issues to the satisfaction of the applicable Guest.
  - If an Accommodation Issue cannot be resolved to a Guest’s satisfaction, then Supplier shall move such Guest to a substantially similar Accommodation, subject to the approval of such Guest. Supplier shall assist Guest with the move to the new Accommodation.
  - If the Guest does not approve moving to Supplier’s alternate Accommodation, then (i) the Guest reserves the right to cancel the Booking and move to another Supplier’s provided Accommodation selected by the Guest; and (ii) Supplier shall only charge an amount (approved by the Requestor or Guest, as applicable, ReloQuest and Supplier) for the cancelled Booking until the Guest vacates the then-current Accommodation.
3. Ethical Practices and Behavior.
  - Supplier shall deliver all Supplier Services in an ethical and legal manner.
  - Supplier shall deliver all Supplier Services in accordance with any and all applicable local, regional and national laws, rules, and regulations.
  - Supplier shall obtain and maintain all required business licenses for providing the Supplier Services.
  - Supplier shall not discriminate against any Guest.
  - Supplier shall always maintain professional and respectful communications with ReloQuest, Requestors and Guests.
4. Evaluations and Supplier Services Observation.
  - Supplier’s performance of the Supplier Services will be measured through the ReloQuest Platform, and ReloQuest and Requestors may review and create reports regarding such performance.
  - Supplier agrees to participate in all performance reviews of Supplier’s providing of the Supplier Services as required and scheduled by Requestor and/or ReloQuest.
  - If Supplier falls below a pre-determined Service Level, then ReloQuest or a Requestor may place the Supplier on Supplier Services observation (“Service Care Observation”).
  - If Supplier is on Supplier Services Observation, then Supplier shall (i) promptly review, address and improve Supplier’s Service Levels; (ii) attend training calls or meetings with ReloQuest and/or Requestors to discuss Supplier’s deficiencies in providing the Supplier Services; (iii) develop and submit a plan of action to improve Supplier’s deficiencies in providing the Supplier Services, including, without limitation, detailed procedures, protocols and timeline to improve Supplier’s performance of the Supplier Services; and (iv) adopt and implement recommendations from ReloQuest and/or Requestors.
  - While in Supplier Services Observation, Supplier’s performance of the Supplier Services will be re-evaluated for improvement on an ongoing basis.
  - When ReloQuest and any Requestors who participated in the Supplier Services Observation process for Supplier determine that Supplier has sufficiently improved Supplier’s performance of the Supplier Services, then Supplier may be removed from Supplier Services Observation.
  - Supplier’s failure to sufficiently and timely improve Supplier’s performance of the Supplier Services after being in Supplier Services Observation may, at the sole discretion of ReloQuest, subject Supplier to suspension or termination from use of the Service.
5. Accommodation Delivery and Accommodation Inspection.
  - Supplier shall deliver Accommodations to Guests consistent with the Accommodation Requirements set forth in the attached Exhibit 2.
  - Supplier shall inspect each Accommodation (“each, an “Accommodation Inspection”) twenty-four (24) to forty-eight (48) hours prior to Guest’s Move-In Date.
  - Prior to the Move-In Date, Supplier shall upload all documentation for the Accommodation and Booking into the ReloQuest Platform.
  - Supplier shall immediately inform ReloQuest of any issues with the Accommodation that arise prior to or during the Accommodation Inspection.
  - Supplier shall provide ReloQuest a resolution plan for any such issues.
  - Supplier shall assure that Accommodations are in good and habitable condition with no defects, including, without limitation, exterior of the property surrounding the entrance, the entrance area, and any patios, balconies, exterior areas and garages are kept in good condition and a reasonable state of repair.
  - During the Accommodation Inspection, Supplier shall inspect the following to ensure all are in working order and functioning correctly:
    - Mechanical: HVAC, Electric, Water, Hot Water, Gas (where applicable), drains.
    - Appliances: Refrigerator, freezer, oven, stove, microwave, small appliances.
    - Services: Internet, Wi-Fi, cable/satellite TV, remote controls, all utilities, televisions, radios, DVD player.
    - Entry devices: Door codes, keys, FOBs, swipe cards.
  - During the Accommodation Inspection, Supplier shall inspect the following to ensure:
    - The apartment, furniture, appliances and entertainment devices are clean, in good repair and free from dirt, dust and grime.
    - All carpets and furniture are stain-free.
    - All walls are scuff free.
    - All furniture and accessories are in good condition and have no visible scratches.
6. Supplier Service Requests.
  - Supplier shall acknowledge all Accommodation Issues within the time-frame described below:
    - Routine Maintenance Requests:
      - During Business Hours – Acknowledgement within 30 minutes.
      - After Business Hours – Acknowledgement within 60 minutes.
    - Emergency Service Requests:
      - During Business hours – Acknowledgement within 15 minutes.
      - After business hours – Acknowledgement within 30 minutes.
  - Supplier shall use Service TrackerTM for communications related to an Accommodation Issue.
  - Supplier shall document all Accommodation Issues in Service TrackerTM.
    - Updated resolution plan, expected time frame of completion
    - Communicate with ReloQuest, Requestor and/or Guest, as directed by ReloQuest.
  - All Supplier Service requests are to be completed on the same day or within twenty-four (24) hours of the request.
7. Supplier Responsibilities.
  - Supplier shall professionally and expeditiously resolve any complaint or dissatisfaction with the Supplier Services at no additional charge to the Guest, Requestor and/or ReloQuest. Supplier shall notify ReloQuest within two (2) hours of receipt of such complaint or dissatisfaction if Supplier is contacted directly by Guest and/or Requestor.
  - Supplier shall address all reported Accommodation Issues as set forth in this Service Level Agreement.
  - Upon request, Supplier shall provide an escalation plan and contact information to ReloQuest.
  - Supplier shall notify the Property of the Guest arrival at least twenty-four (24) hours prior to the Move-In Date.
  - If Supplier uses a lockbox or keybox, then Supplier shall upload pictures and detailed lock box instructions to the ReloQuest Platform.
  - All lock boxes shall be removed from the Accommodation within forty-eight (48) hours after the Move-In Date.
  - Supplier shall provide a quality check of Accommodation within twenty-four (24) hours after Move-Out Date.
  - Supplier shall provide to ReloQuest within seventy-two (72) hours of the Move-Out Date with a move-out report, including, without limitation, pictures and details of any damages, missing items, and charges.
Emergency Event Management
1. Supplier shall act proactively to alert to ReloQuest and all relevant Requestors and Guests of current or pending emergency events, including, but not limited to: natural disasters, civil unrest, uninhabitable building.
2. Supplier shall provide clear factual information to ReloQuest and all relevant Requestors and Guests.
3. If requested, Supplier shall submit a detailed Emergency Event Management plan, committing to train all relevant Supplier personnel on the plan procedures to ensure Guest safety.
4. Supplier shall streamline all communications Requestors, Guests and ReloQuest as directed by ReloQuest..
5. Supplier shall:
  - Contact Guests and work to determine Guest condition.
  - Ascertain location and condition of Guests.
  - Assist the Guest in obtaining any medical services.
  - Report any missing Guests to all applicable parties and authorities.
  - Offer Guest suitable area to waiting area until resources arrive.
  - Provide basic food and water as available.
  - Coordinate with Guest and ReloQuest and relevant Requestor travel plans and/or alternative accommodations.
  - Continually update Guest and all approved relevant parties with relevant information.
6. Supplier Contacts.
  - Supplier agrees to update any changes to Supplier’s contact information in the ReloQuest Platform in advance.
  - Supplier shall designate 24/7 contacts and Supplier Service coverage.
  - Supplier shall designate an Emergency Service Contact.
Requests
1. Supplier shall adhere to each of the following for each Request:
  - Meet the requirements as set forth in the Request.
  - Respond with Options within the deadline indicated on the Request.
  - Hold the Accommodation for the period of time the Supplier represented in the Option(s).
  - Indicate any rate variations on the ReloQuest Platform.
  - Submit Options with the Daily/Nightly Rate plus applicable VAT and/or applicable tax.
  - Submit Options with all additional charges and fees pertaining to the Request, including, but not limited to: all deposits, cancellation charges, parking charges, pet fees. Only Daily/Nightly Rates, VAT, taxes, additional charges and fees set forth in the Option or in the Reservation Information as agreed to by the Requestor or the Guest, as applicable, will be binding on the Requestor or the Guest, as applicable.
  - The total cost for a Booking shall be the total cost and there shall not be any other fees or charges.
  - Honor the Daily/Nightly Rate set forth in the Option.
  - If the Option is not available when selected by the Requestor or Guest, as applicable, then Supplier shall offer alternative suitable Options to meet the Request and incur all additional costs associated with the new Option and Accommodation.
  - Provide in the Option a minimum of 5 photos per Accommodation.
  - Provide in the Option a detailed description of the Accommodation and the Property, including, without limitation, all amenities and features.
  - Provide in the Option a detailed description of any major building repairs or remodeling in the Accommodation and/or Property.
2. Core Inventory.
  - Supplier shall only present Options of Accommodations for which Supplier holds the lease directly with the Property (“Core Inventory”).
  - If Supplier provides an Option which is NOT in Supplier’s Core Inventory, then Supplier shall indicate to ReloQuest that the Accommodation is not in the Supplier’s Core Inventory.
Reservations
1. Supplier shall accept and agree to the Terms of Reservation for each Selected Option.
2. Supplier shall upload to the ReloQuest Service Portal all move-in instructions at least seventy-two (72) hours prior to the Move-In Date.
3. Supplier shall upload to the ReloQuest Service Portal all move-out instructions at least seventy-two (72) hours prior to the Move-Out Date.
Cancellation and Refunds
1. Supplier shall adhere to the Cancellation Policy for the Accommodation set forth in the Reservation Information.
Joint Purpose
Supplier shall cooperate with Requestors to:
1. Provide effective program management to produce consistent results and streamlined process.
2. Work mutually to develop and implement cost savings initiatives.
3. Understand and meet the Guest needs.
4. Bring consistent value to the Requestor.

Exhibit 1

Supplier Code of Conduct

The Supplier agrees to maintain in full force and effect any and all licenses required to conduct and perform the Supplier Services required with all applicable laws in connection with the performance of such Supplier Services.
The Supplier agrees to perform background checks on their employees as required by the Requestor(s).
Supplier agrees not to solicit Requestors directly for business.
All Requestor and Guest information is considered Confidential. Supplier shall not contact Requestors and/or Guests for a direct relationship by the Supplier for additional business.
Requestor and Guest information or personal data shall only be used for the purposes of the Booking.
All responses to Requests shall stay within the ReloQuest Platform.
Supplier shall not provide additional options outside of the ReloQuest Platform.
Supplier shall accommodate Requestors and Guests in various time zones based on Supplier’s approved areas.
Supplier shall not contact the Guest during the Request and Booking process unless otherwise directed by ReloQuest and/or the Requestor.
If Supplier is seeking to be paid for any Supplier Services other than what was authorized by the Requestor or the Guest, as applicable, then all approvals must be generated in the ReloQuest Platform.
Additional fees such as pet deposits, utility caps, or additional Supplier Services requested by Guest, shall be broken out separately under billing segments.
All add-on Supplier Services, including extensions, shall be approved in the ReloQuest Platform by the Requestor or the Guest, as applicable, prior to Supplier delivering the Supplier Service.
Supplier shall notify the Requestor if a Guest contacts the Supplier directly to provide additional Supplier Services or an extension of the Booking.
Supplier shall keep their employees and vendors up to date on any Requestor and ReloQuest Safety, Security & Data Protection Policies, as provided by the ReloQuest in the ReloQuest Platform.
Supplier shall keep their employees and vendors up to date on any requirements set forth in the Terms of Service, Terms of Reservation and/or this Service Level Agreement.
Supplier shall keep their employees and vendors up to date on any Privacy Policy.
Supplier shall provide a Business Continuity Plan if requested from ReloQuest.
Supplier shall immediately communicate to ReloQuest any change in a Booking and document all such changes in the ReloQuest Platform.

Exhibit 2

Accommodation Requirements

Furnishing
- Living Room
  - Sofa
  - Loveseat or Chair
  - Coffee Table
  - Side Table(s)
  - Lamp(s)
  - Artwork
  - Decorative Plant
  - Television Stand
  - Flat Screen TV
- Dining Room
  - Dining Table
  - Dining Chairs
  - Artwork
- Bedroom
  - Bed – Mattress, Box Spring, Frame
  - Headboard
  - Double Dresser
  - Mirror
  - Night Table(s)
  - Lamp(s)
  - Flat Screen TV
  - Pillows
  - Bed Linens
  - Bedspread
  - Blanket
  - Clothes Hangers
- Kitchen
  - Dinnerware
  - Flatware
  - Glassware
  - Cloth Napkins
  - Place Mats
  - Glass Bake Pan
  - 7-Piece Cookware Set
  - Mixing Bowls
  - Vegetable Peeler
  - Pitcher
  - Colander
  - Knife Block Set
  - Cheese Grater
  - Ice Cream Scooper
  - Measuring Cup & Spoons
  - Wine Opener
  - Spatula
  - Serving Spoons
  - Can Opener
  - Drip Coffee Maker
  - Microwave Oven
  - Toaster
  - Dish Towels
  - Kitchen Towels
  - Flatware Tray
  - Pot Holders
  - Salt & Pepper Set
  - Wastebasket
- Bathroom
  - Bath Towels
  - Wash Cloths
  - Bath Mat
  - Hand Towels
  - Toothbrush Holder
  - Soap
  - Soap Dish
  - Toilet Brush
  - Hairdryer
  - Shower Curtain
  - Waste Basket
- Accessories
  - Answering Machine
  - High Speed Internet
  - Broom & Dustpan
  - Coffee & Tea
  - Iron & Ironing Board
  - Laundry Detergent
  - Light Bulbs
  - Mop & Bucket
  - Paper Towels
  - Soap
  - Sponge & Dish Soap
  - Sugar & Cream
  - Vacuum Cleaner
  - Washer & Dryer (in unit or on property grounds)
- Options
  - Graco Pack n Play
  - Office Furniture
  - Asian Package
  - Office Package
  - Kids Package
  - Sofa Bed
  - Stereo
  - Twin/King Size Bed
Maid Service (Optional)
- Mop Floors
- Dust Exterior Surfaces
- Sweep Patio
- Wash/Replace Sheets & Towels
- Wash Dishes
- Clean Bathroom Sink, Toilet, Bathtub and Counters
- Clean Kitchen Sink, Counter
Utilities
The daily rate on the Awarded option must be inclusive of ALL utilities, local phone service, cable service and high-speed internet access and Wi-Fi