National Accounts Program

End User Manual

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Table of Contents

Page 2...................................................................................................................About Toshiba

Page 4 ......................................................................What Toshiba TSD Customers Are Saying

Page 5.............................................................................TAIS-TSD National Accounts Program

Page 6.................................................................................Requirements and Responsibilities

Page 9.....................................Toshiba National Accounts Definition of a Standard Installation

Page 10...........................Ten Powerful Points of the Toshiba TSD National Accounts Program

Page 11..................................................................Authorized Dealer Sales & Service Network

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ToshibaA world-renowned leader in technology for more than 130 years, Toshiba delivers the most reliable

IP business communication solutions available today. Toshiba America Information Systems (TAIS)

brings together the expertise and know-how of the company’s Telecommunication Systems, Digital

Products, and Storage Device Divisions to deliver technologically advanced, integrated solutions that

empower people to be more productive at work and at home. Toshiba is responsible for some of the

world’s most innovative business communication solutions, from leading-edge VoIP, converged and

digital telecommunications products to mobile computing, storage, and network security cameras.

Toshiba in the AmericasToshiba America Inc. (TAI) is the holding company for one of the nation’s leading groups of high

technology companies. TAI oversees six operating companies that together span a diversified

range of modern electronics, each conducting research and development, manufacturing, sales

and service in its field of expertise. TAI is a subsidiary of Toshiba Corporation, a world leader in high

technology products, with 213 consolidated subsidiaries worldwide.

• Product overview - The Toshiba America Group specializes in advanced electronics and is

a recognized leader in products that enhance the home, office, industry, and health care

environments. Toshiba markets and manufacturers information and communication systems,

electronic components, heavy electrical apparatus, consumer products, and medical diagnostic

imaging equipment. Number of Employees Approximately 10,000

• Operating companies - The six separate operating companies, that market our diversified range

of modern electronics are:

Toshiba America Business Solutions, Inc. (TABS)

Toshiba America Consumer Products, Inc. (TACP)

Toshiba America Electronic Components, Inc. (TAEC)

Toshiba America Information Systems, Inc. (TAIS)

Toshiba America Medical Systems, Inc. (TAMS)

Toshiba International Corporation (TIC)

• Research company - Mobile and Wireless Technology

Toshiba America Research, Inc. (TARI)

How Big is Toshiba?Toshiba has a proud tradition of achievement. The company celebrated its 130th Anniversary in

2005, and today Toshiba is the world’s 9th largest integrated manufacturer of electric and electronic

equipment, has some 165,000 employees worldwide, and enjoys consolidated annual sales of over

$54 billion.

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About Toshiba TSDTrust the innovation leader—Toshiba’s Telecommunication Systems Division (TSD) has more than

40 years of experience in delivering the industry’s most reliable, durable and dependable business

communication systems. Toshiba designs systems with backward and forward migration, allowing

enterprises to retain their initial investment, while they move to new technologies. Toshiba’s VoIP,

converged and digital telephone solutions enable today’s enterprises to take full advantage of the

tools, devices, and voice and data communications technologies available now and in the future—

Empowering enterprises to stay more connected to their customers, vendors and each other.

Toshiba TSDs Product PortfolioToshiba’s Strata® CIXTM family of IP business communication systems, Strata CTX28 digital

business telephone system, server-based Strata CS communication server, and Stratagy® voice

processing systems are regarded throughout the industry for their high quality and reliability.

Toshiba’s flagship line, the Strata CIX family, provides the ultimate modular, scalable network-ready

business communication system for today’s businesses. Toshiba’s FeatureFlexTM is an integrated

development platform for add-on applications, enabling Strata CIX users to customize their system

features. Toshiba’s Application Development Network provides third-party developers with all the

tools and support they need to develop applications using FeatureFlex. Toshiba also offers the

flexibility of an IP business communication system that can be TDM-enabled, which allows its users

to mix-and-match IP and TDM endpoints on the same system.

Toshiba products are synonymous with migration and modularity; companies can grow their

Toshiba communication systems cost-effectively, as their businesses grow, while retaining their

initial investment.

Plus, with a nationwide network of more than 800 sales and branch service facilities, there is sure to

be an Authorized Toshiba Dealer in your area.

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What Toshiba TSD Customers Are SayingI have been installing Toshiba telephone systems for over ten years. I am responsible for over 50

sales offices throughout the country and the telephone is the life blood of these offices. The Toshiba

systems have proven to be very dependable over the years. The National Account program works

for me because I have one point of contact with a local Toshiba dealer who, through the National

Accounts program, arranges for delivery and installation of not only the telephone and voice mail

systems, but all required voice and data cables as well.

This program has selected the most dependable dealers around the country to represent Toshiba

and provide their customers with a high degree of service. The National Accounts program has

allowed me to standardize the telephone equipment installed in our offices along with a very

competitive pricing structure.

Ron Winston, Provident Mutual Life Insurance, Berwyn, PA

The installation was one of the smoothest implementations of anything we’ve done in Technology

and Information Services. Toshiba and our local authorized dealer have been highly responsive and

have made exceptional partners with our own internal team.

Robert Holly, Director of Technology and Information Services, Methacton School District

Toshiba’s Strata CS is allowing us to grow our business in ways we couldn’t have done before. It’s

improved our customer service, given us the ability to route calls, manage call center staffing, and

has simply made our lives easier.

Jeff Medley, President and CEO, Netfor Help Desk Specialists

Toshiba builds cost protection into every single system it sells, giving customers the peace of mind

that they can upgrade without having to replace their entire system.

Mark Warner, Executive Vice President, Triangle Credit Union

The strong migration path was a big part of why we chose Toshiba. Toshiba’s migration capabilities

gave us flexibility to move to a much more powerful business communication system that fit our

growing needs at a cost that we could fit into our budget.

Earline Cmakal, IT Assistant, Southern Clay Products

If our phones go down, so do our sales. We are dependent on our phones and are delighted that the

Toshiba system is so reliable. We know that our orders will be routed to the right stores, so we can

deliver the great customer service for which Papa John’s is famous.

Jerry Donaldson, Area manager, Papa John’s Pizza - Hawaii

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TAIS-TSD National Accounts Program

Local point of contact

1. Maintains close contact with

Corporate Management and

follows up on all orders.

2. Provides pricing and configuration

assistance.

3. Provides local training to

Corporate Management.

4. Provides product demonstrations

to Corporate Management and

Corporate Personnel.

5. Informs Corporate Management

of software enhancements.

6. Coordinates local efforts with

National Accounts Manager.

7. Vested interest in every order and

installation.

8. Provides ongoing working

relationship with Corporate

Management.

National coordination

1. Administrates all orders, pricing,

correspondence, etc.

2. Coordinates all installations of the

telephone systems.

3. Makes sure equipment is shipped

on schedule to Installing Dealer.

4. Reviews and coordinates

customer billings.

5. Monitors Dealer compensation

both to the Originating and to the

Installing Dealer.

6. Provides documentation and

back-up information to Corporate

Management.

7. Establishes ongoing working

relationship with Corporate

Management.

Local service

1. Dealer accepts Standard Installing

Prices.

2. Provides on-site survey.

3. Negotiates installation date

with Local Branch Manager

and Toshiba National Accounts

Specialist.

4. Provides contact and coordination

with Local Operating Company.

5. Schedules cut-over of new

Toshiba System.

6. Reviews all equipment deliveries.

7. Provides training on new

telecommunications system.

8. Can provide ongoing service and

maintenance after the installation.

9. Can provide all equipment add-

ons to the system.

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Requirements and Responsibilities of the Originating Dealer/National Accounts Manager

I. Requirements/Responsibilities:

• Established working relationship with National Accounts customer.

• Assigned Originating Dealer status based on “Request for Originating Dealer” (ROD)

Form or by selection of customer.

• Works closely with TAIS/TSD National Accounts Manager.

• Is an Authorized Toshiba Dealer in good standing with TAIS/TSD.

• Maintains close contact with decision-maker of the National Account.

• Provides Implementation Plan for all customer locations.

• Assists with customer purchase agreement.

• Provides system updates and software enhancements.

• Assists with the pricing and demonstration of systems.

• Follows through with each customer site location for satisfactory installation.

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Requirements and Responsibilities of the National Accounts Specialist

I. Provides account management including the following functions:

• Accepts and administers all equipment orders.

• Checks pricing and configurations for proper equipment ordering.

• Selects best Installing Dealer for installation.

• Makes sure equipment is shipped as scheduled.

• Provides point of coordination between the National Accounts Customer, Originating

Dealer and Installing Dealer.

• Monitors all Dealer activity with regard to ordering and installation.

• Provides back-up information and feedback to National Account Customer or

Originating Dealer.

• Confirms Delivery and Acceptance of all systems.

• Ensures proper billing and collections.

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Requirements and Responsibilities of the Installing Dealer

I. Requirements:

Definition:

• Assigned to a specific customer to do their installations and all subsequent installations within

their authorized TAIS/TSD territory.

Exception:

• When Originating Dealer serves as the Installing Dealer.

• When multiple system installations require additional dealer involvement.

Qualifications:

• Must be signed up to participate in the National Accounts Program.

• Agrees to participate as an Originating Dealer as well as an Installing Dealer.

• Must be certified on specific product being installed.

Distance:

• Located ideally within 1-1/4 hours distance (approximately 75 miles) from installation site.

Emergency service:

• Must provide 4-hour emergency service.

• Emergency service is dispatched when either 50% of telephones or 50% of trunks are not

properly functioning.

Note: Non-emergency service will be provided within a 24-hour period.

II. Responsibilities:

• Dealer accepts standard installation pricing.

• Deviation from standard pricing should be called to the attention of the National Accounts Sales

Manager.

• Add-on equipment to the system (after 30 days of installation) should be provided at the

Installing Dealer’s local pricing.

• Installing Dealer agrees to do on-site survey at each location before proceeding with installation.

• Installing Dealer notifies the National Accounts Specialist immediately of any unique installation

requirements, e.g., Teflon wiring, overhead cabling or trenching.

• Installing Dealer negotiates installation date with customer, local telephone operating company,

and the National Accounts Specialist.

• Installing Dealer ensures timely delivery of equipment to the job site.

• Installing Dealer provides reasonable training to the customer.

• Installing Dealer provides ongoing service and maintenance for the customer.

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Toshiba National Accounts Definition of a Standard Installation

A standard installation consists of:

1. Non fire-related cable.

2. Average cable runs of 150 feet.

3. Dropped ceiling of 10 feet or less.

4. Equipment room with a 3.5’X3’ mounting surface for the Strata CIX100. A 4’X6’ equipment room

required for the Strata CIX670. There must be at least 3 feet of working space in front of all

installed systems.

5. No outside or buried cable requirements.

6. Separately fused 15 amp electrical outlet within 5 feet of the switching equipment.

7. Non-insulated walls of frame construction.

8. The ideal installation site should be within 1-1/4—2 hours driving time from the Installing

Dealer’s site.

Note:Any deviation from the above defined standard installation will be discussed and negotiated by the

National Accounts Manager, the Originating Dealer, and a representative from the National Account

on a per installation basis.

Exception:Union labor may necessitate an installation charge adjustment. If and when these situations occur,

you will be contacted by your National Accounts Specialist or your National Accounts Manager to

notify you of this situation.

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Ten Powerful Points of the Toshiba TSD National Accounts Program

1. Manufacturer direct: You have a direct relationship with Toshiba America Information Systems,

Inc. Telecommunication Systems Division and all the resources of Toshiba Corporation, an

international industrial and consumer products manufacturer with over $54 billion in sales

worldwide.

2. National Accounts agreement: Your contract is established directly with Toshiba America

Information Systems, Inc. We guarantee the performance of our National Accounts Program,

telecommunications equipment, and Authorized Dealer Network.

3. Single point of contact: Your National Accounts Specialist is familiar with you and your

company and maintains a close working relationship with Toshiba’s Authorized Dealer Network,

promoting smooth order processing and more dependable service.

4. Nationwide dealer network: You have tremendous national coverage with 375 factory-trained

Authorized Dealers, operating over 700 dealer branch service and maintenance facilities,

covering all 50 states, the District of Columbia, and Puerto Rico, as well as coordination of your

international service needs.

5. Uniform equipment pricing: Toshiba pricing sheets specify exactly what you pay for your

systems, anywhere in the country, for consistency and budget planning, and your costs are fixed

throughout the contract period.

6. Uniform labor pricing: Labor costs are defined for you on a per component basis so that

your costs are fixed throughout the contract period and you can project installation pricing

consistently throughout the U.S.

7. Equipment standardization and reliability: Toshiba key, PBX, and voice processing systems

lead the industry in reliability. Plus, Toshiba offers a variety of high quality telephones for you

to choose from. All Toshiba digital telephones are functionally compatible with all Toshiba

telephone systems. When you decide to standardize on Toshiba equipment, your employees can

travel from one office to the next and use their telephones without confusion.

8. No down payment: We want to prove the quality of our products and the professionalism of

our dealer network before you invest any money. Therefore, we do not request a down payment

prior to a system installation.

9. Centralized billing: Toshiba bills you directly for the purchase of your telecommunication

systems and we provide itemized detail on installation costs around the country. You incur no

additional expenses from the Installing Dealer. Toshiba takes on the responsibility of all Dealer

compensation.

10. Flexible financing: As a National Accounts customer, Toshiba offers you a number of flexible

leasing and third party financing options. Choose the ones best suited to your capital planning

objectives.

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National Accounts Program Authorized Dealer Sales & Service Network

Customers

A.G. Edwards & Sons, Inc.

AmeriQuest Mortgage Company

Applebee’s International, Inc.

Avis Rent A Car

Bally Total Fitness Corp.

Barnes and Noble, Inc.

Bass Pro Shops

Big Lots, Inc.

Bridgestone/Firestone

Bright Now! Dental

ConAgra Foods

DSW Shoe Warehouse

Discount Tire Co., Inc.

Fidelity Asset Management Inc.

Guitar Center

Hanger Prosthetics & Orthotics

Healthsouth

LA Weight Loss Centers, Inc.

Landry’s Seafood

Lenscrafters

Levitz Furniture Co.

Longs Drugs Stores

Lowe’s Companies, Inc.

Medicine Shoppe International

Muscular Dystrophy Association

National Pizza Company

Nationwide Life Ins. Co. America

Overnight Transportation, Co.

Party City

Penn Mutual Life Ins. Co.

PETCO Animal Supplies, Inc.

Ross Stores Inc.

Scotts Company, The

Sharper Image, The

Smart & Final

Whole Foods Market

Toshiba America Information Systems, Inc., Telecommunication Systems Division

9740 Irvine Blvd., Irvine, CA 92618-1697(949) 583-3700 www.telecom.toshiba.com

© 2006 Toshiba America Information Systems, Inc. Telecommunication Systems Division. Strata is a registered trademark of Toshiba Corporation. Stratagy is a registered trademark of Toshiba America Information Systems, Inc. Specifications subject to change without notice. Some features require optional hardware to support full capabilities.

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National Accounts 800-234-4873