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Otis Elevator Company <br />North American Area <br />711 E Ball Road <br />Suite 200 <br />Anaheim, CA 92805 <br />November 3, 2009 <br />Mr. Mario Ghizzi <br />Building Maintenance Superintendent <br />City of Santa Ana <br />20 Civic Center Plaza <br />M-11 <br />Santa Ana, CA 92702 <br />Reference: Customer Service Program <br />Dear Mr. Ghizzi: <br />4 <br />Otis <br />A United Technologibs Company <br />Otis Elevator is the largest elevator manufacturing and service company in the world. Otis has been <br />in the elevator industry since 1853. As such, we draw on a wealth of technical resources and <br />experience to better serve our customers. <br />1. You are assigned an account manager from the local office to handle all sales, service and <br />contractual matters. Jason Kornmueller will be your personal account manager. <br />2. You also are assigned a Service Supervisor that manages the route technicians and repair <br />crews. Your Service Supervisor will be Vic Camarena. He has over 20 years of elevator <br />experience and is also available at any time to discuss field, maintenance or technical <br />matters. <br />3. The Anaheim Branch Manager is also available to discuss any service related matters also. <br />The Anaheim Branch General Manager is Bob McLeese. <br />4. Otis Line is our 24/7 customer service/dispatch center. We have representative available at <br />all times ready to field your service requests. I have enclosed a fact sheet describing Otis <br />Line in more depth. <br />5. We will give you access to our e-Service system which can provide you with customized <br />reports, service call history and a wealth of other information regarding your specific elevator <br />systems and our maintenance program. You also have the ability to place service calls <br />directly through the e-Service system. I have enclosed a fact sheet with more information on <br />e-Service. <br />Sincerely, <br />YAAcco <br />Kornmueller <br />unt Manager <br />