CSA:Customer Support AgreementsWhat is a Customer Support Agreement?A Customer Support Agreement, referred to as a CSA, is an agreement between you and Alban CAT, which can be customized to cover a wide range of services. It can be as basic as Alban providing you a prepackaged PM kit or as complete as offering a guaranteed price for a Total Maintenance and Repair (TM&R) Agreement for your Caterpillar equipment. You can determine the coverage of the agreement and our PM agreement is available on all makes.

What types of Customer Support Agreements does Alban offer? We have a number of Customer Support Agreements to help you lower your cost. Here are some of our more popular CSAs and a general overview of each. We offer three types of PM Services, Do-It-Myself, Do-It-For-Me, and Do-It-With-Me.

Preventive Maintenance Service Do-It-For-Me includes scheduled oil & filter changes, scheduled air filter changes, fluid analysis, visual inspection with reporting, and fluid analysis reports.

Do-It-With-Me is where Alban performs the full service for the 1,000 and 2,000 hour intervals. Alban will provide PM filter kits for the 250 and 500 hour intervals so you may perform the easier services using your own resources.

Do-It-Myself is where Alban partners with you to help manage the services, provides timely PM filter kits, and you perform the services with your resources.

Total Maintenance & Repair Agreement The Total Maintenance & Repair Agreement is our premium maintenance & repair program that is customized to fit your specific needs. This agreement will cover all preventive maintenance and repairs for the term of the contract. It includes complete machine inspection reporting, repairs, fluid analysis and travel & mileage within Alban’s service territory.

What’s the most common CSA?The Do-It-For-Me (DIFM) Preventive Maintenance Service is the most commonly requested CSA, which includes routine maintenance, as recommended by Alban CAT. This includes 250, 500,1,000 and 2,000 hour services. Alban CAT not only provides all fluids, filters, grease and oil samples, but we also handle the disposal of used filters and oils. The machine is also inspected for potential problems.

Alban CAT is fully committed to making the Customer Support Agreement program work for you. We have people and equipment dedicated to keeping your machines on the job. For additional information, call your Alban Product Support or Machine Sales Rep.

800-492-6994 • www.albancat.com

MARYLAND Abingdon - Full Service Branch 1307 Governor Court · Abingdon, MD 21009 · 410-679-7800

Annapolis Junction - Used Equipment Center // Rental Store 11030 Guilford Road · Annapolis Junction, MD 20701 301-362-0365

Baltimore - Corporate Offices 8531 Pulaski Highway · Baltimore, MD 21237 · 410-686-7777

Baltimore - CCE Showroom // Rental Store 8427 Pulaski Highway · Baltimore, MD 21237 · 410-686-777

Baltimore - Parts Distribution Center 8840 Citation Road · Baltimore, MD 21221 · 410-780-7777

Baltimore - Reman Center // Hydraulic & Machining Shop 8864 Citation Road · Baltimore, MD 21221 · 410-780-4507

Myersville - Full Service Branch 9460 Myersville Road · Myersville, MD 21773 · 301-293-2377

Myersville · Truck Service // Rental Store 3005 Ventrie Court · Myersville, MD 21773 · 301-293-1185

Salisbury - Parts Branch 1770 Westwood Drive · Salisbury, MD 21801 · 410-341-3990

MARYLAND Continued Upper Marlboro - Full Service Branch 8400 Westphalia Road · Upper Marlboro, MD 20774 301-420-3700

Waldorf - Parts Branch 22 Irongate Drive · Waldorf, MD 20602 · 301-932-4215

DELAWARE Felton - Full Service Branch 13074 S. Dupont Highway · Felton, DE 19943 302-284-4100

VIRGINIA Manassas - Full Service Branch 9280 Hornbaker Road · Manassas, VA 20109 · 703-368-7700

Sterling - Full Service Branch 1201 Severn Way · Sterling, VA 20166 · 703-450-6700

Winchester - Full Service Branch 351 Zachary Ann Lane · Clear Brook, VA 22624 540-667-4200

What if your typical agreements don’t fit my needs? Can you customize an agreement just for me?Yes! For example, we offer customized programs to include Fluid Analysis, Preventive Maintenance Kits, Firm Price Rebuilds, Rental/Lease arrangements with maintenance and Machine Component Programs.

Who services the machines on the CSA program? DIFM- Do-It-For-Me: is performed by Alban. A fully trained service technician with extensive training and knowledge of the specific machine and/or system that is being serviced. The technician is capable of identifying potential problems on the spot.

DIWM- Do-It-With-Me: A fully trained service technician with extensive training and knowledge will do the 1,000 and 2,000 hour services. You would then perform the easier services.

DIM- Do-It-Myself: You would perform all services with your resources, using filters provided by Alban.

Why should I be interested in a CSA?CSAs allow you to do what you do best and that is run and operate your business. We become partners and that partnership allows us to support you by doing what we do best, helping you manage your equipment. Consider the complexity of today’s machines, and the expense of maintaining an ongoing training program, tooling, facilities, etc, Alban can provide you all of this through one of our Customer Support Agreements. Many of our customers are able to do a good job performing service on their heavy equipment. Often, transmissions, final drives and hydraulic systems are forgotten or avoided; and, if they fail, can be the source of very expensive repairs. According to Caterpillar, 80% of all major failures can be avoided with proper maintenance. Also, under the guidelines of our basic CSA agreements, we perform a complete visual inspection of the machine and provide you with a written report noting other potential problems.

Where are CSAs performed?You choose where the service will be performed. Our technicians can perform a complete machine service at your site. There is a cost advantage to having the service done in our shop, however most of the CSAs are performed in the field to increase machine availability. Our PM trucks are equipped with bulk oil tanks, waste oil tanks, pneumatic pumps, and grease guns.

Who keeps track of when my service is due?We do! Upon enrollment in the CSA program, the machine information is entered into a computerized scheduling program that allows Alban to track machine hours. The effectiveness of the program depends on your willingness to supply us with meter readings on a weekly or bi-weekly basis, depending on the machine usage. This provides us with the information necessary to schedule your machine according to Caterpillar specifications. Daily scheduled reports notify Alban CAT’s service department of CSA machines that are due for maintenance and they, in turn, contact you to schedule the service.

Are CSAs available for my non-Caterpillar equipment?Yes! We currently offer Preventive Maintenance Services for much of your construction equipment. We will work with you and the manufacturer to provide service according to the manufacturer’s specifications.

Are CSAs for new machines only?No. Our Preventive Maintenance Service is available on used equipment as well as new. Even though the best time to enroll a machine is when it is new, we offer Preventive Maintenance (PM) Agreements on almost any machine. Enrolling a new machine assures that it is properly maintained from the be-ginning. If you are uncertain of a machine’s service history, we recommend the current interval be performed based on your Service Meter Units (SMU).

What if I want a Total Maintenance and Repair agreement?We can do that. Based on data such as the specific machine model, how and where it will be used, expected hours of usage and related repairs, we determine what your cost per hour will be to operate the machine as outlined in your specific Customer Support Agreement.

If my machine moves from job to job, will that alter the cost?In most cases, the answer is no. Provided the machine is operating within Alban’s service territory, your equipment will be maintained by the nearest Alban Service facility. Your Customer Support Agreement will define where the machine can operate based on the price you are guaran-teed.

What if I don’t like the program?You may cancel the agreement with a 30-day written notice. Remember that you are only billed for the services rendered as outlined in your specific agreement.

What are the real advantages of Customer Support Agreements?You are assured the equipment is being serviced by highly trained technicians, according to the manufacturer’s recommendations. Equipment that is properly maintained means maximum up time and lower operating costs. That means greater bottom line profit margins for you. In addition, Customer Support Agreements give you more control over budgeting and planning. These are just a few advantages to an Alban Customer Support Agreement.

What if your typical agreements don’t fit my needs? Can you customize an agreement just for me?Yes! For example, we offer customized programs to include Fluid Analysis, Preventive Maintenance Kits, Firm Price Rebuilds, Rental/Lease arrangements with maintenance and Machine Component Programs.

Who services the machines on the CSA program? DIFM- Do-It-For-Me: is performed by Alban. A fully trained service technician with extensive training and knowledge of the specific machine and/or system that is being serviced. The technician is capable of identifying potential problems on the spot.

DIWM- Do-It-With-Me: A fully trained service technician with extensive training and knowledge will do the 1,000 and 2,000 hour services. You would then perform the easier services.

DIM- Do-It-Myself: You would perform all services with your resources, using filters provided by Alban.

Why should I be interested in a CSA?CSAs allow you to do what you do best and that is run and operate your business. We become partners and that partnership allows us to support you by doing what we do best, helping you manage your equipment. Consider the complexity of today’s machines, and the expense of maintaining an ongoing training program, tooling, facilities, etc, Alban can provide you all of this through one of our Customer Support Agreements. Many of our customers are able to do a good job performing service on their heavy equipment. Often, transmissions, final drives and hydraulic systems are forgotten or avoided; and, if they fail, can be the source of very expensive repairs. According to Caterpillar, 80% of all major failures can be avoided with proper maintenance. Also, under the guidelines of our basic CSA agreements, we perform a complete visual inspection of the machine and provide you with a written report noting other potential problems.

Where are CSAs performed?You choose where the service will be performed. Our technicians can perform a complete machine service at your site. There is a cost advantage to having the service done in our shop, however most of the CSAs are performed in the field to increase machine availability. Our PM trucks are equipped with bulk oil tanks, waste oil tanks, pneumatic pumps, and grease guns.

Who keeps track of when my service is due?We do! Upon enrollment in the CSA program, the machine information is entered into a computerized scheduling program that allows Alban to track machine hours. The effectiveness of the program depends on your willingness to supply us with meter readings on a weekly or bi-weekly basis, depending on the machine usage. This provides us with the information necessary to schedule your machine according to Caterpillar specifications. Daily scheduled reports notify Alban CAT’s service department of CSA machines that are due for maintenance and they, in turn, contact you to schedule the service.

Are CSAs available for my non-Caterpillar equipment?Yes! We currently offer Preventive Maintenance Services for much of your construction equipment. We will work with you and the manufacturer to provide service according to the manufacturer’s specifications.

Are CSAs for new machines only?No. Our Preventive Maintenance Service is available on used equipment as well as new. Even though the best time to enroll a machine is when it is new, we offer Preventive Maintenance (PM) Agreements on almost any machine. Enrolling a new machine assures that it is properly maintained from the be-ginning. If you are uncertain of a machine’s service history, we recommend the current interval be performed based on your Service Meter Units (SMU).

What if I want a Total Maintenance and Repair agreement?We can do that. Based on data such as the specific machine model, how and where it will be used, expected hours of usage and related repairs, we determine what your cost per hour will be to operate the machine as outlined in your specific Customer Support Agreement.

If my machine moves from job to job, will that alter the cost?In most cases, the answer is no. Provided the machine is operating within Alban’s service territory, your equipment will be maintained by the nearest Alban Service facility. Your Customer Support Agreement will define where the machine can operate based on the price you are guaran-teed.

What if I don’t like the program?You may cancel the agreement with a 30-day written notice. Remember that you are only billed for the services rendered as outlined in your specific agreement.

What are the real advantages of Customer Support Agreements?You are assured the equipment is being serviced by highly trained technicians, according to the manufacturer’s recommendations. Equipment that is properly maintained means maximum up time and lower operating costs. That means greater bottom line profit margins for you. In addition, Customer Support Agreements give you more control over budgeting and planning. These are just a few advantages to an Alban Customer Support Agreement.

CSA:Customer Support AgreementsWhat is a Customer Support Agreement?A Customer Support Agreement, referred to as a CSA, is an agreement between you and Alban CAT, which can be customized to cover a wide range of services. It can be as basic as Alban providing you a prepackaged PM kit or as complete as offering a guaranteed price for a Total Maintenance and Repair (TM&R) Agreement for your Caterpillar equipment. You can determine the coverage of the agreement and our PM agreement is available on all makes.

What types of Customer Support Agreements does Alban offer? We have a number of Customer Support Agreements to help you lower your cost. Here are some of our more popular CSAs and a general overview of each. We offer three types of PM Services, Do-It-Myself, Do-It-For-Me, and Do-It-With-Me.

Preventive Maintenance Service Do-It-For-Me includes scheduled oil & filter changes, scheduled air filter changes, fluid analysis, visual inspection with reporting, and fluid analysis reports.

Do-It-With-Me is where Alban performs the full service for the 1,000 and 2,000 hour intervals. Alban will provide PM filter kits for the 250 and 500 hour intervals so you may perform the easier services using your own resources.

Do-It-Myself is where Alban partners with you to help manage the services, provides timely PM filter kits, and you perform the services with your resources.

Total Maintenance & Repair Agreement The Total Maintenance & Repair Agreement is our premium maintenance & repair program that is customized to fit your specific needs. This agreement will cover all preventive maintenance and repairs for the term of the contract. It includes complete machine inspection reporting, repairs, fluid analysis and travel & mileage within Alban’s service territory.

What’s the most common CSA?The Do-It-For-Me (DIFM) Preventive Maintenance Service is the most commonly requested CSA, which includes routine maintenance, as recommended by Alban CAT. This includes 250, 500,1,000 and 2,000 hour services. Alban CAT not only provides all fluids, filters, grease and oil samples, but we also handle the disposal of used filters and oils. The machine is also inspected for potential problems.

Alban CAT is fully committed to making the Customer Support Agreement program work for you. We have people and equipment dedicated to keeping your machines on the job. For additional information, call your Alban Product Support or Machine Sales Rep.

800-492-6994 • www.albancat.com

MARYLAND Abingdon - Full Service Branch 1307 Governor Court · Abingdon, MD 21009 · 410-679-7800

Annapolis Junction - Used Equipment Center // Rental Store 11030 Guilford Road · Annapolis Junction, MD 20701 301-362-0365

Baltimore - Corporate Offices 8531 Pulaski Highway · Baltimore, MD 21237 · 410-686-7777

Baltimore - CCE Showroom // Rental Store 8427 Pulaski Highway · Baltimore, MD 21237 · 410-686-777

Baltimore - Parts Distribution Center 8840 Citation Road · Baltimore, MD 21221 · 410-780-7777

Baltimore - Reman Center // Hydraulic & Machining Shop 8864 Citation Road · Baltimore, MD 21221 · 410-780-4507

Myersville - Full Service Branch 9460 Myersville Road · Myersville, MD 21773 · 301-293-2377

Myersville · Truck Service // Rental Store 3005 Ventrie Court · Myersville, MD 21773 · 301-293-1185

Salisbury - Parts Branch 1770 Westwood Drive · Salisbury, MD 21801 · 410-341-3990

MARYLAND Continued Upper Marlboro - Full Service Branch 8400 Westphalia Road · Upper Marlboro, MD 20774 301-420-3700

Waldorf - Parts Branch 22 Irongate Drive · Waldorf, MD 20602 · 301-932-4215

DELAWARE Felton - Full Service Branch 13074 S. Dupont Highway · Felton, DE 19943 302-284-4100

VIRGINIA Manassas - Full Service Branch 9280 Hornbaker Road · Manassas, VA 20109 · 703-368-7700

Sterling - Full Service Branch 1201 Severn Way · Sterling, VA 20166 · 703-450-6700

Winchester - Full Service Branch 351 Zachary Ann Lane · Clear Brook, VA 22624 540-667-4200