We Care for your Success CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

CARE Recap: Strategy: Increase customer satisfaction Request for calibration & maintenance increasing Products more complex for service, e.g. „Call home“ functionality handled by Grabner Legal aspect: EULA agreement for software and remote support between customer and Grabner Local service hubs planned Selling of complicated products easier, if Grabner is a direct support back-up CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

CARE Pillars of Care: Procedure: TICKETING CALIBRATION Options HELP Options CARE Options Procedure: Products will include brochure and order form in shipment case Vision products w/ Cockpit SW will have license confirmation w/ order sheet Packages sold directly to customer (10% commission for representative) All CARE packs, warranty and repairs activated through Ticketing System CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

CARE PACKAGES Order Form Brochure CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

EUR 190,- Web-based Support Call (for ALL analyzers) Procedure: Call: 1 hour (web-based) support call (ACCS) Additional duration: 20% discount Procedure: Request through ticketing system or via formal purchase order Fix date/time/skype meeting Customer calls-in - Grabner sets up skype consultancy in parallel For Vision analyzers: Customer pushes GI Home Button (on VPV) to enable web based support In case of a valid warranty case, the fee can be credited (i.e.: if device needs factory maintenance) Reps / Distributors get 1 ACCS free of charge per purchased Vision analyzer Only SCV manager has the authority to provide ACCS at no charge Advantages 10% commission for referral from Rep Can be used to help set up and install instrument CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

EUR 790,- Basic web-based support package (for VISION analyzers) Calls: 5 x 1 hour web-based support calls (ACCS) Training: 1 hour web-training by Grabner support specialist Procedure: Request through ticketing system or via formal purchase order Fix date/time/skype meeting Customer calls-in - Grabner sets up skype consultancy in parallel For Vision analyzers: Customer pushes GI Home Button (on VPV) to enable Internet based support In case of a valid warranty case, the fee can be credited (i.e.: if device needs factory maintenance) Reps / Distributors can order package for demo-unit, too Booking Help will renew automatically 12 months after purchase, or latest by 1.1. of consecutive year Advantages 10% commission for referral from Rep Support for setting up Vision instrument Basic Training is part of Installation Qualification > Done by Grabner EUR 790,- CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

Full Remote Support w/ On-Site Training (for VISION analyzers) Calls: 5 x 1 hour web-based support calls (ACCS) 1 hour web-training by Grabner support specialist OR consultancy to set up a highly secure enterprise measurement database for VP Vision OR connection of VP Vision in customer’s LIMS 1 day training by Grabner support specialist at customer (max. 10 attendees; travel costs excluded) OR 1 day Database Optimisation for IR Vision Fuel Analyzer by Grabner specialist Procedure: Same as HELP Booking HELPPLUS will renew automatically 12 months after purchase; or latest by 1.1. next year Advantages 10% commission for referral from Rep Support for setting up Vision instrument Basic Training is part of Installation Qualification > Done by Grabner In Depth Training at Customer premises > Done by Grabner IR Vision Database Optimisation > Done by Grabner > Sell every IR Vision with HELPPLUS! EUR 1990,- CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

EUR 495,- Calibration Check (for all analyzers) Procedure: Advantages Calls: 1 hour web-based support calls (ACCS) to be consumed during the first 12 months after purchase Calibration: 1 calibration service (no maintenance; no sealings and spares) Extra costs for IR Vision Calibration Fluids: Gasoline + Diesel = EUR 690,- / PRO = EUR 1100,- Loaner unit available at charge (EUR 990,- per incident) Procedure: Can be ordered within 12 months after delivery of any Grabner product Scheduled through ticketing or via purchase order Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back) Advantages 10% commission for referral from Rep Easy calibration check, if e.g. required once per ½ year by ASTM specifications Logistics and transport supported by Grabner Loaner units handled w/ Grabner EUR 495,- CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

Preventive Annual Maintenance and Calibration (for ALL analyzers) Calls: 1 hour web-based support calls (ACCS) to be consumed during the first 12 months after purchase Calibration and Maintenance: 1 calibration and maintenance service, incl. seals and consumables Extra costs for IR Vision Calibration Fluids: Gasoline + Diesel = EUR 690,- / PRO = EUR 1100,- Loaner unit available at charge (EUR 990,- per incident) Procedure: Can be ordered within 12 months after delivery of any Grabner product Scheduled through ticketing Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back) Advantages 10% commission for referral from Rep Easy calibration check, if e.g. required once per ½ year by ASTM specifications Logistics and transport supported by Grabner Loaner units handled w/ Grabner EUR 990,- CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

EUR 3690,- 3 Year Warranty Extension (for VISION analyzers) Procedure: Warranty: Extension from 2 to 3 years or 50.000 measurement cycles HELP: Includes HELP package (self prolonging after 12 months) CAL-PLUS: 1 calibration and maintenance service, including seals, consumables and spares Priority Services: Priority Maintenance in case of failure; guaranteed turnaround time (TAT) of 5 workdays OR free Loaner Unit Priority Access to HELP Free test and calibration certificate Warranty service: Free calibration, final inspection and required chemicals are included Loaner unit available at charge (EUR 990,- per incident) Procedure: Services (calibration, maintenance, repair, loaner) scheduled through ticketing Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back) Advantages 10% commission for referral from Rep „Feel safe“ package: Logistics supported by Grabner, Loaner Units, Fast Turnaround No downtimes for customer EUR 3690,- CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

EUR 4990,- 3 Year Gold Care Plan (for VISION analyzers) Procedure: Warranty: Extension from 2 to 3 years or 50.000 measurement cycles HELP: Includes HELP package (self prolonging after 12 months) 2x CAL-PLUS: 2 calibration and maintenance services, including seals, consumables and spares Priority Services: Priority Maintenance in case of failure Priority Access to HELP Free test and calibration certificate Warranty service: Free calibration, final inspection and required chemicals are included Loaner unit shipped free of charge within 24 hours (for duration of maintenance) Procedure: Services (calibration, maintenance, repair, loaner) scheduled through ticketing Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back) Advantages 10% commission for referral from Rep Advanced „Feel safe“ package: Loaner Unit shipped in 24 hours; Best Turnaround Time No downtimes for customer; free loaner unit EUR 4990,- CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

Customer Advantage: Increase customer satisfaction Factory Certified Calibration, Preventive Maintenance and Service Grabner or certified service hubs used for service only Selected, trained and licensed 3rd parties Genuine Grabner parts used (manufacturer original) Latest software and firmware upgrades Priority Service: Best Turnaround Time Transport and Logistics Service: Clear procedure and cost sharing (bring in / send back) Faster through direct shipping On time delivery tracking possible via ticketing system Feel safe: Loaners available to eliminate downtimes CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

Distributor Advantages: Sell ALL analyzers with good confidence 10% commission Customer can get help for setup and installation Customer can get IR Vision Database Optimisation (sell HELP-PLUS w/ IR Vision!) Responsibility for customer satisfaction w/ Grabner: Always latest firmware and software Loaner requests handled directly with Grabner Logistics and Transport Service Support, Calibration and Service Training on instruments Consultancy for applications and useability Care for Warranty and Repairs CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

THANK YOU FOR YOUR ATTENTION CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE