WALMART & SAM’S CLUB

Service Expectations

Content Service Steps ....................................................................................................................... 3

Service Dates & Times .............................................................................................. 3 Beginning Service ...................................................................................................... 3 Service Channel & the IVR Process .......................................................................... 3 Reviewing the Customer Logbook ............................................................................. 5 Equipment Location Diagram .................................................................................... 5 Completing Service.................................................................................................... 5 Audit Questions ......................................................................................................... 6

Levels of Service & Escalation ............................................................................................. 6 Rodent Escalation Thresholds ................................................................................... 6 Escalated Service Visits for Mice ..............................................................................10 Escalated Service Visits for Rats ..............................................................................10

Scope of Service .................................................................................................................11 Service Approach .....................................................................................................11 Sanitation & Structural Recommendations ...............................................................11 Customer Partnership ...............................................................................................11 Service Communication & Response Time ...............................................................11 Communication Expectations ...................................................................................12 Reporting ..................................................................................................................13 Pest Management Reviews ......................................................................................13 Service Channel & IVR Process ...............................................................................13 Contracted Programs & Services ..............................................................................13 New Locations, Take Over, Relocation & Expansion Service Protocol .....................17

Service Steps

SERVICE DATES & TIMES

Walmart requests our services to be provided between the hours of 7:00am and 7:00pm Monday through Friday. Regular monthly service visits may be provided at other times of the day if certain procedures are followed. If Ecolab wishes to service at an alternate time, the Service Specialist contacts the Store/Club Manager and requests the alternate time of service. An Associate Manager or Co-Manager does not have the authority to give the approval. Once the approval is granted, the Service Specialist is to provide the Store/Club Manager’s first and last name on the Customer Service Report stating that he/she has given their permission for services at an alternate time. If a new Store/Club Manager is assigned to the Store/Club, the Service Specialist must again request permission to service at an alternate time and document the approval on the Customer Service Report.

Extra service visits are to be done between the hours of 7:00am and 7:00pm in order to allow a Store/Club manager to walk with the service specialist.

If it is necessary to perform an extra service visit or emergency service outside the regular service hours stated above, the Store/Club Manager is to be informed of the service date and time and must give his/her approval.

BEGINNING SERVICE

Upon arriving at a Store/Club to be serviced, the following steps must be taken:

■ Initiate the PestService on your iPhone; begin invoice or Customer Service Report (CSR). ■ Check in at the Customer Service Desk or Invoice Office and ask for the Store/Club Manager or

Manager on Duty (MOD). ■ Request that a salaried Member of Management walk with you during the service. If, after a ten

minute wait, a manager is not available or you are informed that a walk-along manager will not be available, continue with service and note this on the service report.

■ Use a designated Store/Club phone to call the Service Channel number and log into the IVR system before beginning service (more detailed instruction below).

■ Retrieve the Customer Service Logbook and review last month’s report.

If you are filling in or covering for the Service Specialist typically assigned to the Store/Club, ask the MOD for information on past pest, structural, and sanitation issues so you can check on those issues during the service visit.

SERVICE CHANNEL & THE IVR PROCESS

All Walmart and Sam’s Club services require a call into the Service Channel IVR System at the beginning and end of each service visit. The following describes how planned and unplanned services are handled.

Planned Services

The work order for your monthly planned service will be included in your normal service report that is downloaded to your communicator.

Starting Service

■ Arrive on site and open invoice on iPhone. ■ Stop at the SVSP Instruction screen ■ Write down the phone number, pin and work order (work order is preloaded in the communicator) ■ Locate Walmart phone ■ Dial 1-877-563-0589 ■ Enter pin (38883) and work order number ■ Complete the call as prompted

3

Completing Service

■ Locate your note ■ Locate Walmart phone ■ Dial 1-877-563-0589 ■ Enter pin (38883) and work order ■ Close out the work order and complete call as prompted.

Unplanned Services

You will be paged with the following information:

■ Customer name and location ■ Description of issue and a possible contact name

You must call the Corporate Account Support (CAS) Team within 24-hours in order to secure a proposal and approval (this must be done before starting any work)

When the work order is approved, you will receive another page indicating the approval and not to exceed (NTE) amount if the service is billable.

Your billable service should never exceed this amount. If you need the Not To Exceed (NTE) amount to be changed, contact the CAS Team at 1.800.737.8234.

Starting Service

■ Arrive on site and start PestService on iPhone. ■ Stop at the SVSP Instruction screen ■ Write down the phone number, pin and work order (work order is preloaded in the communicator) ■ Locate Walmart phone ■ Dial 1-877-563-0589 ■ Enter pin (38883) and work order from service center page that you received ■ Complete the call as prompted

Completing Service

■ Complete your customer survey (Tap “Yes” on question “Reminder IVR complete”) ■ Enter the work order number in tracking field ■ Tap done and complete the rest of the work on your communicator ■ Locate Walmart phone ■ Dial 1-877-563-0589 ■ Enter pin (38883) and the work order from the page that you received ■ Close out the work order and complete call as prompted.

Important Points to Remember

■ Every service performed MUST have a valid work order number. ■ If the customer wants an additional service for a non-guaranteed pest, you are required to obtain a

Service Channel work order from the location manager. ■ Failure to obtain a Service Channel work order number will result in non-payment from the customer

resulting in a sales credit being issued on the account. ■ Commission will not be earned on any non-approved work at any Walmart or Sam’s Club. ■ NEVER add an additional billable service to the regular monthly (PM) invoice. ■ Opening and closing Service Channel work orders using the customer phone and IVR system is a

customer requirement. ■ Walmart is expecting 100% compliance from all vendors on this process. ■ We cannot bill for services if the Service Channel work order is not closed using the IVR.

4

REVIEWING THE CUSTOMER LOGBOOK

The Customer Service Logbook is vital to the communication and documentation of pests and pest related issues. This is a valuable tool for many people involved with the Store/Club including the Store/Club Manager, Walmart/Sam’s Market Manager, Service Specialist, Ecolab District Manager and any individual covering for the assigned Service Specialist. It is the responsibility of the Service Specialist to ensure that the extremely important information in the Customer Service Logbook is accurate and up to date.

Each Customer Service Logbook must have the following information:

■ Service Specialist’s Business Card ■ District Manager’s Business Card ■ Integrated Pest Elimination Plan ■ State Certifications/Registrations ■ Memorandum of Insurance certificate ■ Service Request Log Sheets plus extra copies ■ Current, up-to-date Equipment Location Diagram ■ Service Reports ■ Pesticide Labels & MSDS CD

If any of the above documents are missing, have them replaced immediately. Many of the documents can be located on Ecolab Express.

It is very important to review the Customer Service Logbook prior to the facility being serviced. Review previously documented pest, sanitation and structural issues. Take note of any interior rodent activity that the store has logged since the last service visit. Then document this detail under the pest question on the Ecolab Service Report.

EQUIPMENT LOCATION DIAGRAM

The equipment location diagram is a pivotal part of our pest program for Walmart/Sam’s Club facilities. The Equipment Location Diagram must be kept current and dated. It must be updated whenever there are any additions, removal or movement of equipment. The Store/Club Manager can assist you in getting a map template to work from such as an event map, a fire evacuation plan or a floor plan.

Temporary diagrams must be used whenever a Store/Club is in escalated service. Temporary diagrams must be dated, signed, and show all temporary equipment locations including the type of equipment. Once a unit has been deescalated and moved back to monthly service, all temporary equipment must be removed. The temporary map must be removed from the Customer Service Logbook and discarded.

COMPLETING SERVICE

At the completion of service at the Store/Club, the following steps must be taken:

■ Complete the Customer Service Report. ■ Review the Customer Service Report with the Store/Club Manager or Manager on Duty (MOD).

Focus attention to the sanitation and structural items that need to be corrected, along with other findings and actions you took during service.

■ Obtain a legible signature from a salaried manager of the Store/Club. ■ Print the report and return the logbook to its storage location. ■ Use a designated Store/Club phone to call Service Channel end the service in the IVR system (More

detailed instruction below).

If there is any issue that the store/club has not addressed since last month, note the issue as a REPEAT. Repeat issues must be specific in their description. (Example - garden center door needs seal; food debris under the pet counters on the sales floor). If the issue is a REPEAT issue for two or more services, alert your District Manager. Document any information the customer has written in the Service Request Log regarding interior rodent activity in detail under the pest question on the Ecolab Service Report.

During Service: All rodent catches must be detailed under the pest activity question on the customer survey. The number of rodents caught and section of the store where the rodents were caught must be spelled out.

5

Catches between Visits: Review the Service Request Log and note the number of catches that the store has documented in since the last service. This detail must be spelled out under the pest question on the customer survey. If no catches have been documented on the Service Request Log enter “no catches documented.”

Droppings: Rodent droppings must be detailed on the service report and the store must clean up the droppings during the service. If the droppings are not cleaned up by the store, the unit senior manager and Corporate Account Manager (CAM) must be notified.

If the age of the droppings are thought to be “old” (dusty or hard), and no other activity exists, detail them on the service report, notify the customer and let them know to contact Ecolab immediately if there is any interior rodent activity noticed before your next service.

If the droppings are “new” (shiny or soft) or fresh since last visit, proceed with the steps to escalate the account to level 1.

Walmart Corporate depends greatly on the Ecolab service team to deliver an accurate and detailed inspection and service report each service visit. Walmart utilizes these reports to address the structural and sanitation concerns that we find at the facilities. The more details you list on the report will give Walmart management a clearer picture of findings and solutions to Walmart pest issues. We must ensure that our audit responses and our typed details match what we see at the stores and clubs.

AUDIT QUESTIONS

Each of the audit questions requires a yes or no answer based on your findings. Answering yes to any of the questions will result in additional drop down screens asking for additional information. A description of the specific area and the e-stat question where your input is requested is noted in the far right column. Text input is required due to these zones within a store being rather large. If there is not adequate space for detail information in the drop-down box, additional information can be added further down in the report. Be sure to reference the issue or the question number.

It is very important that if you answer yes to any of the audit questions that you also answered yes to the corresponding Ecolab report question. For example: if you respond yes to ‘birds observed in the interior’ such as the sales floor then you must note yes to the question, “Pest activity found during service.”

Note: whenever you answer yes to an Ecolab report question, the exact location of the issue must be described in the report. This description must include corrective actions including what are you going to do.

Levels of Service & Escalation

There are instances when pest activity will not be solved through routine service protocols. In these instances an urgent response is necessary to quickly determine the extent of pest activity, provide rapid pest elimination techniques, and identify permanent solutions to eliminate repetitive pest activity. This escalation protocol is designed to ensure that all pest activity and contributing issues are addressed with a sense of urgency by both Walmart store management and Ecolab.

Based on the amount of rodent activity inside the facility, determine a frequency of service that is appropriate in order to resolve the infestation. The criteria for all levels of escalation and the service frequency are outlined below.

Review the service frequency with the store manager so that there is a clear understanding of the escalation process and the steps necessary to return the facility to a normal service schedule.

RODENT ESCALATION THRESHOLDS

Level 0 (Normal Service)

This level is considered regular service with no pest thresholds reached and no increased service frequency.

Service Frequency

Regularly scheduled service visits.

6

Level 1 (Escalated Service)

Escalation includes an increased frequency of service visits and a formal action plan agreed upon with the customer if evidence of interior rodent activity is found at any time. Service escalation occurs when an interior rodent infestation (resident rodent activity) is discovered in a facility and reported on the customer service report as well as the customer survey.

Service Frequency

Follow-up service within 24 hours of initial catch or if there is evidence of gnawing or nesting. Service visits must be done twice a week. There must be at least one day but no more than four days between visits. Example - If the first service is completed on Monday, the second service should not be completed on Tuesday but must be completed by Friday.

The account will be automatically escalated based on the initial visit’s service report and survey. On the follow-up service, you should complete a customer service report and document your inspection findings as usual. If there is no further evidence, contact the CAM immediately following the service to de-escalate the account.

Initiation

Level 1 Service must be initiated if any one of the following thresholds have been met or exceeded since the last service visit:

Any evidence of interior rodent activity including: • Active rodent nest(s)

Missing labels may indicate a rodent building a nest in the area. • New (shiny or soft) rodent droppings

Have the area cleaned and then return the next day to determine activity. • Chew marks on products

Remove the damaged merchandise and return the next day to determine activity. • Rub marks

It can be difficult to tell the difference between active and old rub marks. If rub marks are found, a thorough inspection should be done to determine if there is an active infestation. Old rub marks should be cleaned off or marked on a diagram of the facility for future reference.

Rodents spotted or trapped according to these numbers and locations:

• Three or more mice caught at an entrance or receiving door. If less than three, you do not need to escalate service.

• One rodent spotted or caught on the interior of the store away from an entrance or receiving door.

You must escalate if there is even one rodent spotted running on or in gondolas, shelving, or other areas inside the facility, or caught/trapped away from the entrances or receiving doors.

Immediately following any service in which one of the above thresholds has been met, you should begin addressing any rodent issues. Escalate service and then notify the DM and CAM of the issue or concerns. Do not wait for the DM or CAM to tell you to escalate a Store/Club.

De-Escalation

Once there have been 3 consecutive visits completed with pest activity below Level 1 thresholds, the Store/Club manager and the Ecolab district manager will sign an Escalation Clearance Document. You will be notified by the Walmart CAM when you can return to regularly monthly scheduled service only (Level 0).

7

Level 2

Service Frequency

Service visits done daily • Your District Manager will schedule a mandatory on-site daytime visit with the Walmart Store

Manager to review and assess the situation. • At least twice per week your DM will accompany you on the daytime service visits to assess

progress and ensure proper communication with Walmart store management. Initiation

Level 2 Service must be initiated if either one of the following thresholds have been met or exceeded since the last service visit including:

More than four mice caught on the interior, away from an entrance or receiving door. More than a single rat caught on the interior of the store away from an entrance or receiving door. Regulatory action has been taken or restrictions have been placed on the store/club including

store closures, fines and or license revocation or suspension. De-Escalation

Level 2 Service is restricted to situations when large numbers of rodents are being removed from the Store/Club (harvesting), and/or when regulatory agencies are involved and daily Ecolab presence is required. This frequency will continue until rodent catch is reduced to below harvesting levels and the Store/Club is no longer in eminent danger of regulatory action due to rodent activity. At that time, frequency of service may be reduced to Level 1 Service. You will be notified by Walmart CAM when the service frequency has been reduced and you can begin twice weekly service (Level 1).

Immediately following any service in which one of the above thresholds has been met, you should begin addressing any rodent issues. Escalate service and then notify the DM and CAM of the issue or concerns. Do not wait for the DM or CAM to tell you to escalate a Store/Club.

8

9

LEVE

L 2

LEVE

L 1

LEVE

L 0

ESCALATION GUIDE

Normal Service

Since last visit… No evidence of interior rodent activity and less than 3 mice caught at an entrance or receiving door

Service Frequency According to service agreement, usually monthly

Escalated Service

Since last visit… 3+ mice caught at an

entrance OR

1 rodent caught on the interior not at an entrance

OR 1 rodent sighted on the

interior of the store OR

Any other evidence of interior rodent activity

Service Frequency Initial/Follow-up service

within 24-hours

Service visits done twice a week with at least one day but no more than four days between visits

Return to Normal Service No interior rodents

caught AND

No new evidence of interior rodent activity

AND Less than 3 mice caught

at an entrance

Escalated Service

Since last visit… 4+ mice caught on the

interior not at an entrance

OR 2+ rats caught on the

interior not at an entrance

OR Repeat regulatory

failures

Service Frequency Daily visits

Communication DM/ADM visits 2x per

week

Return to Level 1 Service Less than 4 mice caught

on interior AND

Less than 2 rats caught on interior

10

ESCALATED SERVICE VISITS FOR MICE

Level 1 and 2 Service Visits should include:

■ A review of the service request log for any new information. Sign it as verification that it was checked. ■ An inspection of all areas where activity has been reported and discovered as part of this escalation.

Extend the inspection zone 30 feet in all directions from the center of activity area. ■ Place traps in all directions 3’-8’ apart to a distance that is at least 15’ away from each activity

area. Go further if rodent evidence is noted. Place double sets of traps in activity areas: For each suspected mouse, six or more traps are not too many. All traps should be against a fixed object and in a path where rodents may move. A minimum of 30 devices must be placed for each area of activity.

■ Traps should be placed in an alternating pattern of baited snap trap (food or string) and then a glue board. Snap traps must be out of customer view and must be covered with a container made for such a trap.

■ Use a Temporary Equipment Diagram to consider activity patterns in the entire Store/Club. Mark activity areas on the diagram and consider travel paths, sources of food and water, prime harborage, etc. Use this information to adjust elimination efforts and track success. Each visit, move the traps with no catches to create a sense of interest for the mice. If the traps are only moved 1’-2’, the Temporary Diagram can stay the same.

■ Once temporary equipment is placed, it must be noted on the Temporary Equipment Diagram and adjusted each time changes are made. Where large numbers of traps are needed, illustrate trapping zones rather than individual traps on the diagram then note the number of traps placed in these zones on the diagram. All temporary traps must be removed when escalation is complete.

■ After completion of service, a detailed service report needs to be prepared, and if possible, walk with the Store/Club manager to point out any areas of concern, sanitation and structural issues.

Special Note: Only under extreme circumstances can rodenticides be used inside a Store/Club, and only with approval. The Ecolab district manager must contact the CAM and discuss the need. Contact your Customer Technical Specialist (CTS) for additional information. The bait must be removed when the escalation service is completed. Remember… Label is the law.

ESCALATED SERVICE VISITS FOR RATS

Level 1 and 2 Service Visits should include:

■ A review of the service request log for any new information. Sign it as verification that it was checked. ■ An inspection of all areas where activity has been reported and discovered as part of this escalation.

Extend the inspection zone 100 feet in all directions from the center of activity area. Be sure to check overhead beams. Identifying and correcting access points into the Store/Club is a critical part of a rat elimination plan.

■ Place traps in all directions 5’-15’ apart to a distance that is at least 50’ away from each activity area. Go further if rodent evidence is noted. Place double sets of traps in activity areas: For each suspected rat, 12 traps are not too many. All traps should be against a fixed object and in a path where rodents may move. A minimum of 30-60 devices must be placed for each area of activity.

■ Traps should be placed in an alternating pattern of baited snap trap (food or non-toxic bait) and then a glue board. Snap traps must be out of customer view and must be covered with a container made for such a trap. Zip ties must be used to attach snap traps to runways on beams and other areas overhead. It is essential to distribute a large quantity of traps initially; most rats are caught in the first 2 -3 days. Rats are smart and most catches taper off due to rats being trap shy. Un- baited snap traps on forced runways can be effective in catching trap-shy rats. Large glue mats or many glue boards placed on a forced runway or common travel route can be effective in some situations.

■ Use a Temporary Equipment Diagram to consider activity patterns in the entire Store/Club. Mark activity areas on the diagram and consider travel paths, sources of food and water, prime harborage, etc. Use this information to adjust elimination efforts and track success. After a week with no catches but still signs of activity, you will need to move the traps to the next best area of potential activity and update the temporary map.

■ Once temporary equipment is placed, it must be noted on the Temporary Equipment Diagram and adjusted each time changes are made. Where large numbers of traps are needed, illustrate trapping zones rather than individual traps on the diagram then note the number of traps placed in these zones on the diagram. All temporary traps must be removed when escalation is complete.

■ After completion of service, a detailed service report needs to be prepared, and if possible, walk with the Store/Club manager to point out any areas of concern, sanitation and structural issues.

Special Note: Only under extreme circumstances can rodenticides be used inside a Store/Club, and only with approval. The Ecolab district manager must contact the CAM and discuss the need. Contact your Customer Technical Specialist (CTS) for additional information. The bait must be removed when the escalation service is completed. Remember… Label is the law.

Scope of Service

SERVICE APPROACH

Ecolab Pest Elimination provides to its customers a comprehensive service approach which includes:

Proactive Prevention: Reliable protocols supported by science to help protect customer through regular service visits and using an outside-in approach.

Integrated Methods: Highly-trained and professional Service Specialists provide customer with services which include: inspection, pest monitoring, sanitation and structural recommendations, mechanical trapping, and biological and targeted product applications.

SANITATION & STRUCTURAL RECOMMENDATIONS

Each regular service visit includes a sanitation, structural, and procedural assessment to determine the current conditions of the facility. This assessment has been developed in collaboration with the Walmart Pest Team and Ecolab:

Ecolab will inform the customer of existing sanitation or structural conditions found by Ecolab which can contribute to covered pest activity or to an infestation by a covered pest. Covered pests are listed within each program for which customer agrees to purchase as outlined in Contracted Programs and Services.

Findings and recommendations will be reported in Ecolab’s Service Report.

CUSTOMER PARTNERSHIP

Customer is entitled to Ecolab’s service guarantees only if payment of customer’s account is within established payment terms and customer has complied with all of the following:

Communicates with Ecolab about pest activity or concerns occurring between regular service visits. Provides access to all areas of the facility, including locked areas. Allows adequate time for service when no other conflicting activities may be performed. Promptly corrects structural issues. Consistently practices good sanitation procedures. Prepares the facility for services per Ecolab instruction. Performs proper post-service cleaning as directed by Ecolab’s Service Specialist. Does not move, destroy or alter Ecolab-supplied equipment.

Product Invoices

When replacing equipment at a location, you must use the Walmart approved product codes for correct pricing. All cases of product must be approved by the CAM prior to shipment. No chemicals or liquid products of any kind are to be sold to a store location including Finito, drain cleaner and SS150.

11

SERVICE COMMUNICATION & RESPONSE TIME

Ecolab Customer Service

Walmart stores and Sam’s Clubs will contact Ecolab regarding Covered Pest activity or other pest concerns which occur between regular service visits by entering a request through Service Channel. Customer Service representatives are available 24 hours a day, seven days a week to receive these request and send a page to the service team.

Call Back

Within one hour after Service Channel contacts Ecolab’s Customer Service and reports a pest issue, an Ecolab representative will call customer back to discuss the customer’s issue and schedule a service visit for assessing the situation.

On-Site Assessment

If, at the time of the call back, it is determined that a matter needs immediate attention, then Ecolab will be at customer’s facility within 24 hours to determine if the issue needs to be escalated.

Escalated service stores and clubs: Service Channel work orders are not required to complete service at a unit that is on escalated service, unless the unit has filed an ESR with Service Channel. Then the work order must be called into the IVR to clear the service ticket.

Service Reports

Ecolab provides a written detailed service report to customer after each service visit. Ecolab’s service report is recorded using an electronic documentation system which generates an on-site report. Service reports will be available electronically on-line or via email. Service report information includes:

Covered pest activity Product applications and equipment installation, if any Sanitation or structural concerns or recommendations Other information concerning the service provided including date of visit, time in, time out where

applicable by state, and signatures

Customer Logbook

Ecolab maintains an on-site logbook at each Walmart store or Sam’s Club. A logbook will contain the facility’s service history and required safety information, including:

Copies of Ecolab’s Service Reports. CD or hard copies of product labels and Safety Data Sheets (SDS). Printed materials or forms required by applicable federal, state and local regulations including

pesticide applicators’ license/certification where applicable, pest control business license, and Certificate of Insurance

Pest Sighting Log for customer to report activity Equipment Location Diagram showing the location of pest equipment must be kept current and

updated with any change in equipment location. COMMUNICATION EXPECTATIONS

Service is provided between the hours of 7:00am and 7:00pm, Monday through Friday. Only the Walmart or Sam’s Club Store Manager can grant the request for an alternate time of service. Units on escalation must be serviced between 7:00am to 7:00pm in order to allow the Walmart/Sam’s MOD to walk with the SVSP.

The service report must be activated prior to any work starting. The service specialist will check in at the customer service desk or Invoice office and ask for the

Store Manager or Manager on Duty. A member of management will be requested to walk with the service specialist during the service.

12

The service specialist will call the Service Channel number and log into the IVR prior to service. At the conclusion of service, the service specialist will review the Customer Service Report (CSR) in

detail with the Store Manager or Manager on Duty. A legible signature from a salary member of management is required on all service reports.

The service specialist will call into the Service Channel IVR to end the service. Weekly recap reports of store service including current pest activity and all noted observations and

deficiencies will be provided. Monthly service summary reports with a recap of all pest activity and all noted observations and

deficiencies will be provided. Daily e-mail alerts will be sent to Walmart Corporate, the unit manager, Market Manager and

Divisional Compliance Director on units where rodent activity was noted on the service report.

REPORTING

Reports will be provided upon Walmart’s request. Reports will document program improvements, identify areas in need of improvement and provide data for proactive decision-making. Reporting formatting, frequency and media choice may change as technology and customer needs change. Reporting may include:

Customer Service Reports within 24 hours on the Pest Portal Weekly Service Report Recap Reports Monthly Service Summary reports Critical emails alerts on interior rodents, insects, and birds Weekly fly treatment compliance update Escalation survey when unit escalated due to interior rodent population

PEST MANAGEMENT REVIEWS

As necessary or required, Ecolab and Walmart will conduct periodic reviews of the pest management program to help ensure the facility’s needs are taken care of.

SERVICE CHANNEL & IVR PROCESS

Ecolab must use the Company’s Service Channel work order management system to receive work orders, check-in and check-out via phone thru the IVR system, submit proposals for any out of scope work and submit all invoices. The IVR process must be completed prior to invoice submission. Failure to close out work orders through the IVR system will delay payment of invoices process and may result in rejection of the services. If store management indicates unsatisfactory performance of services thru the email confirmation process in Service Channel, Ecolab must correct all service failures and confirm with store management that all such failures have been corrected. Any corrections to a work order status change due to Ecolab failure to follow the IVR process is subject to a 10% service fee per work order at Walmart’s discretion.

CONTRACTED PROGRAMS & SERVICES

Ecolab Pest Elimination Program

Areas to be inspected During Normal Service Visits (where applicable):

Building’s Outside Perimeter Dumpster Areas Receiving/Storage/Stock Room Areas Fresh Departments (Meat, Deli, Produce,

Bakery, Etc) Checkout Lanes Pharmacy Sales Floor Employee Break Area Restrooms Janitors’ Closets

Exterior Storage Areas Compost Storage Area Lawn And Garden Areas Vision Centers Leased Tennant Space (Nail Salons, Banks,

Game Room, Etc.) Office Areas Sam’s Club Fuel Center Kiosks TLE At Walmart TMA At Sam’s Club

13

Branded Food units (QSRs) are covered under the Walmart contract. These units must be serviced on a separate pre-generated monthly service report. The issues detailed on these reports must not be included in the Walmart audit.

Ecolab Cockroach Program

Ecolab provides the following services for Cockroaches (“Cockroaches” are American, German, Oriental, Australian, Turkestan, Brown, and Smoky Brown cockroaches only):

Inspect the facility to locate and record Cockroach activity, harborage sites, and conditions conducive

to Cockroach activity. Provide appropriate targeted product applications into cracks, crevices and voids during regular

service visits. All cockroach activity will be detailed on the service report under the pest activity question.

Ecolab Rodent Program

Ecolab provides the following services for rodents (“rodents” are house mice, Norway rats and roof rats only):

Inspect the outside perimeter and common areas of facility to identify signs of rodent activity, entry points and conditions conducive to Rodent activity (both interior and exterior areas of the facility).

Exterior Services: Install and maintain rodent traps and/or rodent stations around the outside perimeter of the facility.

Interior Services: Install and maintain interior rodent traps suitable for the facility. o Inspect, clean and date rodent bait and trapping equipment during regular service visits. o Rodenticides will not be used inside a store unless approved by Walmart Pest Management. o The use of tracking powders inside the facility is prohibited.

During Service: All rodent catches must be detailed under the pest activity question on the customer survey. The number of rodents caught and section of the store where the rodents were caught must be spelled out.

Catches between Visits: Review the Service Request Log and note the number of catches that the store has documented in the Log since the last service. This detail must be spelled out under the pest question on the customer survey. If no catches have been documented on the Service Request Log enter “no catches documented.”

Droppings: Rodent droppings must be detailed on the service report and the store must clean up the droppings during the service. If the droppings are not cleaned up by the store, the unit senior manager and CAM must be notified.

Rodent Equipment Placement Guidelines*

Facility

Exterior

Interior

Zones

Division 1 < 90,000 sq/ft

6 rodent stations

23 interior multi-catch traps

--------

Division 1 > 90,000 sq/ft

6 rodent stations

23 interior multi-catch traps

5 zone placards

Neighborhood Market

6 rodent stations

19 interior multi-catch traps

4 zone placards

Supercenters

13 rodent stations

34 interior multi-catch traps

7 zone placards

Sam’s Club

12 rodent stations

36 interior multi-catch traps

6 zoneplacards

The Service Specialist will set the equipment up using the guidelines for each start-up or location type. The actual placement will be determined by the service specialist while on site. Once equipment is placed, the location must be recorded on the equipment location diagram.

The contract does require a Little Pete trap on both sides of the interior and exterior of all garden center sliding doors. There is a commitment to have at least one Checkpoint with rodenticide inside of the exterior

14

rack (fenced or block area) that contains the refrigerator supply units. This Checkpoint should be placed under the area where the cooler lines enter the exterior wall.

*For locations requiring more than the minimum pieces of equipment as listed above, the Walmart Pest Team will work in conjunction with Ecolab to determine the appropriate and mutually agreed upon numbers. Factors such as geography, environmental pressure, regulatory pressure, historical activity, and facility design and construction will be taken into consideration.

Entry Point Protection

Ecolab provides targeted product applications, as necessary, of exterior doorways and other entry points only for these pests: ants (all ants other than carpenter or other wood destroying insects, pharaoh, and fire), cockroaches, ground beetles, springtails, silverfish, crickets, centipedes, millipedes, sowbugs, pillbugs, spiders and earwigs. Targeted product applications are provided during regular service visits.

Ecolab Large Fly Program

Ecolab provides the following services for Large Flies (“Large Flies” are house, blow, and bottle flies only):

Inspect the facility and identify possible sources and entry points. Provide recommendations for exclusion techniques and improvements to correct structural and

sanitation conditions conducive to large flies. Interior Services: Provide targeted product applications to front and rear entrance areas. Additional

monthly applications provided as needed. Install an appropriate number of Ecolab-supplied Stealth®

MaximaTM as outlined in the equipment spreadsheet of locations and as mutually agreed upon by Walmart.

Exterior Services: Apply targeted product applications in dumpster area and facility entry points, April through October. Inspect but do not apply product to compost dumpsters.

Note: Stealth® Maxima™ Lights location must be plotted on the Equipment Location diagram.

Ecolab Stealth® glue boards will be replaced monthly when “in service” and dated, and light bulbs will be replaced as needed. The “in service” dates are broken down by months according to the fly season as below:

Stealth Fly Light Glueboard Service Frequency Guidelines:

12 Months A Year CA, FL, GA, HI, LA, MS, NV, TX

March through October AL, AR, AZ, MO, NC, NM, OK, SC, TN

April through September All Other States

Should fly pressure warrant the need for Stealth® Maxima™ Light service in months not detailed above, Ecolab will continue to service the units until the fly pressure decreases. There is no additional charge for the extension of monthly service.

Ecolab will provide cleaning and maintenance service for Ecolab Stealth® Maxima™ Lights. In high fly-pressure areas additional glue boards will be placed under active glue boards to facilitate changes between service visits. The high capacity inserts for glueboard placement can be added when needed.

15

16

Equipment Placement Guidelines for Large Fly Equipment*

Location

Interior

Exterior Division 1 < 90,000 sq/ft Minimum 2 Stealth Maxima 1 exterior fly bait station

Branded Food Areas (QSR) Minimum 2 Stealth Maxima if applicable

Division 1 > 90,000 sq/ft Minimum 2 Stealth Maxima 1 exterior fly bait station

Neighborhood Market Minimum 6 Stealth Maxima 2 exterior fly bait stations

Supercenters Minimum 8 Stealth Maxima 2 exterior fly bait stations

Sam’s Club Minimum 6 Stealth Maxima 2 exterior fly bait stations

Note: Stealth® Maxima™Lights will be unplugged during the months that glue boards replacement is not required. There will be additional instructions and reminders that will be sent out to support this program.

*For locations requiring more than the minimum pieces of equipment as listed above, the Walmart Pest Team will work in conjunction with the Ecolab CAM to determine the appropriate and mutually agreed upon numbers. Factors such as geography, environmental pressure, regulatory pressure, historical activity, and facility design and construction will be taken into consideration.

Ecolab Stored Product Pest Program

Ecolab provides the following services for Stored Product Pests (“Stored Product Pests” are Drug Store Beetles, Cigarette Beetles, Indian Meal Moth, Red Flour Beetles, Confused Flour Beetles, Saw-toothed Grain, Beetle, and Warehouse Beetle only):

Inspect the facility to determine pest species, locate nests, and look for other signs of stored product

pest activity and conditions which may indicate an infestation. If an infestation is identified by Ecolab, then Ecolab will notify customer’s on-site key contact and

provide instructions and make some recommendations around sanitation procedures. Provide targeted product applications during regular service visits for stored product pests based on

Ecolab’s inspection findings. Install and maintain pheromone traps suitable for the facility. All traps will be dated when checked and

the service report will note trap conditions at the time of service.

Additional “As Needed” Services

(Price and service frequency based on facility survey, treatment plan and separate agreement.)

Approval Process

Additional services must be approved through the Service Channel work order system prior to services being rendered. All billable services must be submitted through Service Channel and require a work order to be processed.

Ecolab Exclusion Services

Ecolab provides services to seal off areas where identified pests are most likely to enter and harbor in customer’s facility, including delivery and entry points, gaps, voids, and holes.

Ecolab Bird Program

Ecolab provides integrated bird management programs to utilize various deterrents including netting, destabilizing coils, rods, posts, wires and other non-lethal methods. If customer requests bird services, the scope of those services and the applicable fees will be set forth in an agreement to be signed by the parties before services are rendered. DM must email CAS Team and CAM in order to get a proposal before the job can be performed.

Ecolab Termite Program

Ecolab provides an annual inspection that identifies termite activity and, if activity is found, a Termite Agreement must be filled out between the store location and the DM which is then emailed to the CAS Team and CAM. Treatment plans vary based on termite species found. Treatment plans include elimination the source of current infestations and helps prevent future infestations. Options may include:

Spot Treatments

Spot product applications are used when termite activity is confined to small areas within the structure. These applications may include the use of liquid termiticides and above ground bait stations.

Barrier Treatments

Barrier treatments are used when termite activity is found in many locations within the structure. This treatment consists of establishing or re-establishing a complete barrier around the facility.

Monitor/Baiting

A monitor/baiting service will not be utilized at Walmart or Sam’s Clubs units.

NEW LOCATIONS, TAKE OVER, RELOCATION & EXPANSION SERVICE PROTCOL

Walmart, Inc. issues a twelve-month outlook listing which is also called the Possession Chart to the Ecolab CAM; there are four different types of possessions of Stores/Clubs.

New: New facility is being constructed.

Take Over: Store that is opened inside the building that was purchased from another retailer.

Expansion: Store/Club is adding to the existing structure.

Relocation: Store/Club is relocating from an existing location to a new location.

Once the list of expansions, relocations and new locations is received from Walmart, the locations are aligned to the appropriate Service Specialist and District Manager. The Corporate Account Support Team (CAS) will provide, through voice mail, the first notification with specific information to the Service Specialist and District Manager that is assigned to that location. This communication will occur approximately one month prior to the date of possession. A second voice mail will be sent approximately one week prior to the possession date. The specific information is as follows:

Date of possession Store or club number Address, City and State Phone Number Monthly fee

The invoice information is then automatically downloaded to the iPhone one week prior to the possession date. It is the Service Specialist and/or District Manager’s responsibility to notify the CAS Team of any incorrect information, e.g. the Store/Club is assigned to the incorrect Service Specialist. The Logbook will be mailed to the assigned Service Specialist.

The following information is required to be given to the CAS Team via voicemail (1.800.737.8234) by 4:00 pm (CST) on the day of possession. The required information is as follows:

Time of arrival Time of departure First and last name of the Store/Club manager that signed the invoice.

The date of possession cannot be changed. If you or your DM is told by a Store/Club Manager to cancel or change the date of possession, or change the set-up date, contact the CAS Team immediately.

17

New Locations and Takeovers

A Logbook for a new Location or Takeover will be mailed directly to the assigned Service Specialist. The Logbook will be customized with the appropriate Pest Elimination Plan for the location being serviced. There are four types of Walmart/Sam’s Club facilities:

Sam’s Clubs Walmart Super Centers Walmart Division I Walmart Neighborhood Markets

The Contracted Programs and Services section of the Scope of Service will dictate the minimum number of exterior rodent bait stations and interior rodent devices. The Logbook will also have the standard information regarding Insurance, product CD with Specimen Labels / Safety Data Sheets (SDS) and other regulatory information.

It is the responsibility of the Service Specialist to review the Logbook contents for accuracy and insert his/her business card and state certification licenses. It is also the responsibility of the Service Specialist to note all exterior rodent stations, interior traps, and Stealth® Maxima™ Lights on the Equipment Location Diagram. Once the Logbook is complete, the Service Specialist is to review it with the Store/Club Manager and then confirm where the Customer Service Logbook will be kept for easy access.

Expansions

Ecolab must install all exterior and interior rodent equipment, and large fly equipment according to the agreement on the possession day. When a Store/Club expands, the monthly fee will be increased according to square footage thresholds established at the corporate level. There may be cases when the monthly fee does not increase due to the amount of square footage.

Relocations

Ecolab must install all exterior and interior rodent equipment, and large fly equipment according to the agreement on the possession day. The Service Specialist asks the Store/Club manager how long to continue service at the original location and then, on the day of possession, notifies the CAS Team and tells them when service will stop at the original location. The Store/Club Manager may request service up to two months on a continuous basis. Do not remove the equipment from the original location until the Store/Club has completely relocated and the Store/Club manager has discontinued the service at the original location. You may need to service both the new location and the original location until the closure of the original location. Ecolab equipment must be removed at or shortly after the closure date of the original location. Service at the original location will be cancelled according to the closure date given to the CAS Team.

Walmart/Sam’s may choose to continue the rodent program at a closed location if it is to be used as a warehouse. In this case, the CAM will provide instructions of the services to be provided and the fee associated with these services.

18