• Collision-repair facilities that accept Program terms and remain in good standing (no past-due invoices greater than 30 days).

• Eligible equipment includes dent pulling systems, spot welders, MIG/MAG welders, rivet guns, diagnostic/ADAS tools, and other shop equipment listed in

the contract (see “EXHIBIT A”) or added later at the request of the customer.

• All equipment must meet the minimum operational standards as set by Innovative Solutions CRTE service staff.

2. What services are included?

• Perform preventive maintenance and performance checks according to manufacturer guidance and specifications.

• Functional testing, calibration checks (when applicable), and a review of basic operations best practices.

• Diagnosis and corrective maintenance for reported issues outside of preventative maintenance schedules.

• Minor adjustments, firmware checks/updates (for GYS and brands that are carried by Innovative Solutions CRTE), and a written inspection report.

3. What services are excluded?

The contract lists several exclusions, including:

• Misuse, abuse, negligence, or improper operation.

• Unauthorized repairs or use of non-manufacturer parts.

• Pre-existing defects, salvage or obsolete equipment, normal wear and tear, or cosmetic damage.

• Software, subscriptions, network/IT issues, or data recovery.

• Shipping, freight, or delays outside CRTE’s control.

• Force majeure events (natural disasters, strikes, etc.).

• No guarantee of throughput, certification outcomes, or business results.

• Unsafe or non-compliant site conditions.

4. What services are considered out-of-scope (requiring a separate

quote)?

• Advanced calibrations and third-party certifications.

• Installation/commissioning of new equipment not purchased from CRTE.

• Infrastructure modifications, custom fixtures, specialty tooling.

• Extensive operator training beyond the brief best-practice review.

• Legal/expert testimony, litigation support, or forensic investigations.

• Emergency, after-hours, holiday service, or multi-technician deployments without

prior agreement.

5. How is billing handled?

• Labor: Standard hourly field service rate (at the discounted rate per the service maintenance agreement).

• Travel: Travel time is not billed for Service Maintenance Program customers in good standing.

• Parts & consumables: Billed as used.

• Invoices: Net 15 days; late fees may apply. No prepayment required unless otherwise agreed.

6. Are discounts available?

Yes, for Program customers in good standing:

• 20% off labor charges related to Program-covered service.

• 20% off consumable parts used during Program-covered service.

• Travel time is waived for customers in good standing during Program-covered service.

• Enjoy 15% off all online store purchases when you’re signed in to your customer account.

Limitations: Discounts do not apply to new equipment purchases and cannot

be combined with other promotions.

7. How are service visits scheduled?

• Regular service maintenance visits are scheduled by Innovative Solutions CRTE biannually. Service visits outside of those times will be subject to travel charges at the discounted rate.

8. What are the customer’s responsibilities?

• Notice must be given, no less than 48 hours in advance of appointment rescheduling and cancellations.

• Maintain manufacturer-recommended operating environment (power, air, ventilation, etc).

• Use of manufacturer-approved parts, consumables, and operating procedures.

• Provide serial numbers, error codes, and symptoms in advance.

• Backup software/configurations where applicable.

9. What is the contract term?

• Initial term: One (1) year from the Effective Date.

• Automatically renews annually unless either party provides 30 days’ written notice.

• Termination for cause is allowed if a material breach is not cured within 30 days.

• Discounts cease upon termination; outstanding balances remain due and immediately payable.

10. Is there a warranty?

• CRTE warrants that services will be performed professionally and workmanlike. Remedy: Re-perform nonconforming services or refund fees for those services if notified within 7 days of the initial service.

• No warranty applies for misuse, unauthorized repairs, non-OEM parts, or adverse environmental conditions.

• CRTE is not responsible for third-party warranties on manufacturer equipment.