1. Introduction The IMPAK Tenant Retention Program is a leading Internet-based property management maintenance system for multiple, high-profile office buildings and other types of managed facilities. Simple to use and fully automated, the IMPAK TRP reduces operating costs and dramatically improves overall organizational efficiencies.

2. Tutorial This brief tutorial will provide an overview of how the program works, and will get you started using the software on a daily basis.

3. Tenant Satisfaction The goal of the IMPAK Tenant Retention Program is to help you keep your tenants comfortable, and happy with your firm’s services. Using the TRP, tenants can now place service requests directly on your property management firm’s web site.

4. Tenant Monitoring Tenants can then monitor your work progress on their service requests.

5. PDA Feature Tenant Service Requests can be routed automatically to your PDA. Ask your property manager if this program feature has been activated.

6. Security Password Your Property Manager will assign a username and password for you, so you can access the program from any computer with an Internet connection. Please keep your username and password private.

7. Service Response Center When you log in, you are automatically directed to the “Service Response Center”, where you can view your work orders.

8. Work Order Types There are three types of work orders: Red = Tenant Service Requests (TSR) Black = Inspection Work Orders (IWO) Green = Preventive Maintenance (PM) Each work order type is for a specific purpose. The next three pages describe the use of each type of work order.

9. Tenant Service Requests Tenant Service Requests have an immediate priority. This type of work order shows the tenant’s property, address and suite number, and provides a description of the service to be performed.

10. Inspection Work Orders You can create Inspection Work Orders when you find work that needs to be completed. Your property managers can also create Inspection Work Orders and assign them to you.

11. Preventive Maintenance Preventive Maintenance (PM) schedules can be established for each piece of equipment at each property. Follow the “Job Plan” for each PM. The Job Plan is a set of instructions for maintaining each equipment unit.

12. Print Work Orders You can print work orders at any time on your own printer. Simply click on the printer icon on the document.

13. Documenting Your Work Document your work progress as you go whenever possible, so tenants can see that you are responding to their requests without calling the office to check.

14. Notices & Memos You will automatically receive a copy of Notices & Memos that are sent to tenants. Simply click on “Communications” and select a document from the list.

15. Thank You! Thank you for your participation in this brief tutorial. We hope the IMPAK Tenant Retention Program will help you with your daily work processes.