Common use of GENERAL BUSINESS PRACTICES Clause in Contracts

GENERAL BUSINESS PRACTICES. Participating Contractor shall: ● Respond to customer inquiries in a timely manner (within 3 business days) and ensure prompt and accurate reporting of HPwES home performance assessments and project completions to the HPwES Program; ● Act as appropriate ambassadors and marketers for the HPwES Program; ● Treat all customers fairly and deliver promised services in a timely, competent, and responsible manner; ● Conduct themselves in a professional and respectful manner when interacting with customers and any Utility, Program Implementer, and/or the Program Implementer’s Quality ● Assurance staff; ● Comply with HPwES Program terms and BPI standards, maintain satisfactory and professional customer interaction, provide timely completion of work and/or Utilities’ directives; ● Properly and fully present HPwES Program features and benefits to the customer so that the customer may make an informed decision about the implementation of measures in their residence, and refrain from unfair or inaccurate characterizations of Utilities, the HPwES Program, the Program Implementer, or BPI; ● Comply with all Utilities’ marketing and communications guidelines. Participating Contractor shall not use any Utility’s logo or any Utility’s Home Performance with ENERGY STAR in promotions or advertising without the prior express written consent of such Utility. Participating Contractor shall not communicate with the media about the HPwES Program without written authorization and coordination with a Lead Utility ; ● Provide all customers with required customer and HPwES Program information materials; ● Provide the homeowner with a professional report containing comprehensive recommendations for improving the energy efficiency, comfort, and safety of the home. The report must include an estimate of the total energy savings from the proposed improvements, equivalent to the maximum attainable energy savings specific to the home. Give the customer a written warranty of labor and materials for a minimum of one (1) year from the date the service is performed; ● Provide, for any equipment installed, the manufacturer’s warranty plus optional extended warranty coverage, if applicable; ● Provide customers with the option to participate in Utilities’ financing offering to help offset costs of upgrades not covered by incentives with a low or no-cost loan provided by Utilities. ● Maintain accurate business records relating to the installation of qualifying improvements according to customary industry practice for at least one (1) year following installation. Business records must be made available for verification by Utilities if requested; and ● Rectify, prior to any work being completed in the home, any health and safety issues identified during the energy assessment, including, but not limited to, carbon monoxide, asbestos, mold and lead issues. The Participating Contractor will need to have verification via HPwES Program approved diagnostic equipment that the proper remediation has been completed prior to starting the recommended HPwES work in a customer’s home. If the Participating Contractor becomes involved in a dispute with a customer regarding work performed or business practices, the Participating Contractor shall work with Utilities and its HPwES Program Implementer to resolve the dispute amicably. If such discussion does not produce an outcome acceptable to the customer and the Participating Contractor, the Participating Contractor shall settle the dispute through the Participating Contractor’s customer complaint resolution process , or with the Utility or Program Implementer. In accordance with Section 9, below, Participating Contractor shall hold Utilities and its Program Implementer harmless from any claim or suit arising from work in the HPwES Program, including, but not limited to any claim or suit resulting from or related to mechanical equipment combustion safety, indoor air quality, asbestos, lead abatement, mildew, fungus, moisture intrusion, or mold of every type and nature. Participating Contractors may be subject to the Contractor Remediation Procedures as laid out by the Utilities, available here.

GENERAL BUSINESS PRACTICES. Participating Contractor shall: ● • Respond to customer inquiries in a timely manner (within 3 business days) and ensure prompt and accurate reporting of HPwES home performance assessments and project completions to the HPwES Program; ● • Act as appropriate ambassadors and marketers for the HPwES Program; ● • Treat all customers fairly and deliver promised services in a timely, competent, and responsible manner; ● • Conduct themselves in a professional and respectful manner when interacting with customers and any UtilityPepco, Program Implementer, and/or the Program Implementer’s Quality ● Assurance staff; ● • Comply with HPwES Program terms and BPI Building Performance Institute (BPI) standards, maintain satisfactory and professional customer interaction, provide timely completion of work and/or Utilities’ Pepco’s directives; ● • Properly and fully present HPwES Program features and benefits to the customer so that the customer may make an informed decision about the implementation of measures in their residence, and refrain from unfair or inaccurate characterizations of UtilitiesPepco, the HPwES Program, the Program Implementer, or BPI; ● • Inform customers of and offer program‐approved Direct Install Measures at no additional cost to the customer’s existing Pepco service. Upon the customer’s selection of program‐approved Direct Install Measures, the Participating Contractor is required to install the measures in the customer’s residence; • Comply with all Utilities’ Pepco marketing and communications guidelines. Participating Contractor shall not use any UtilityPepco’s logo or any Utility’s Pepco Home Performance with ENERGY STAR in promotions or advertising without the prior express written consent of such UtilityPepco. Participating Contractor shall not communicate with the media about the HPwES Program without written authorization and coordination with a Lead Utility Pepco; ● • Provide all customers with required customer and HPwES Program information materials; ● • Provide the homeowner with a professional report containing comprehensive recommendations for improving the energy efficiency, comfort, and safety of the home. The report must include an estimate of the total energy savings from the proposed improvements, equivalent to the maximum attainable energy savings specific to the home. Give the customer a written warranty of labor and materials for a minimum of one (1) year from the date the service is performed; ● • Provide, for any equipment installed, the manufacturer’s warranty plus optional extended warranty coverage, if applicable; ● Provide customers with the option to participate in Utilities’ financing offering to help offset costs of upgrades not covered by incentives with a low or no-cost loan provided by Utilities. ● • Maintain accurate business records relating to the installation of qualifying improvements according to customary industry practice for at least one (1) year following installation. Business records must be made available for verification by Utilities Pepco if requested; and ● • Rectify, prior to any work being completed in the home, any health and safety issues identified during the energy assessment, including, including but not limited to, to carbon monoxide, asbestos, mold and lead issueslead. The Participating Contractor will need to have verification via HPwES Program program approved diagnostic equipment that the proper remediation has been completed prior to starting the recommended HPwES work in a customer’s home. If the Participating Contractor becomes involved in a dispute with a customer regarding work performed or business practices, the Participating Contractor shall work with Utilities Pepco and its HPwES Program Implementer to resolve the dispute amicably. If such discussion does not produce an outcome acceptable to the customer and the Participating Contractor, the Participating Contractor shall settle the dispute through the Participating Contractor’s customer complaint resolution process on file with BPI, or with the Utility or Program Implementer. In accordance with Section 9, below, Participating Contractor shall hold Utilities Pepco and its Program Implementer harmless from any claim or suit arising from work in the HPwES Program, including, but not limited to any claim or suit resulting from or related to mechanical equipment combustion safety, indoor air quality, asbestos, lead abatement, mildew, fungus, moisture intrusion, or mold of every type and nature. Participating Contractors may be subject to the Contractor Remediation Procedures as laid out by the Utilities, available here.

GENERAL BUSINESS PRACTICES. Participating Contractor shallContractorshall: ● • Respond to customer inquiries in a timely manner (within 3 business days) and ensure prompt and accurate reporting of HPwES home performance assessments and project completions to the HPwES Program; ● • Act as appropriate ambassadors and marketers for the HPwES Program; ● • Treat all customers fairly and deliver promised services in a timely, competent, and responsible manner; ● • Conduct themselves in a professional and respectful manner when interacting with customers and any UtilityDelmarva Power, Program Implementer, and/or the Program Implementer’s Quality ● Assurance staff; ● • Comply with HPwES Program terms and BPI Building Performance Institute (BPI) standards, maintain satisfactory and professional customer interaction, provide timely completion of work and/or Utilities’ Delmarva Power’s directives; ● • Properly and fully present HPwES Program features and benefits to the customer so that the customer may make an informed decision about the implementation of measures in their residence, and refrain from unfair or inaccurate characterizations of UtilitiesDelmarva Power, the HPwES Program, the Program Implementer, or BPI; ● • Inform customers of and offer program-approved Direct Install Measures at no additional cost to the customer’s existing Delmarva Power service. Upon the customer’s selection of program- approved Direct Install Measures, the Participating Contractor is required to install the measures in the customer’s residence; • Comply with all Utilities’ Delmarva Power marketing and communications guidelines. Participating Contractor shall not use any UtilityDelmarva Power’s logo or any Utility’s Delmarva Power Home Performance with ENERGY STAR in promotions or advertising without the prior express written consent of such UtilityDelmarva Power. Participating Contractor shall not communicate with the media about the HPwES Program without written authorization and coordination with a Lead Utility DelmarvaPower; ● • Provide all customers with required customer and HPwES Program information materials; ● • Provide the homeowner with a professional report containing comprehensive recommendations for improving the energy efficiency, comfort, and safety of the home. The report must include an estimate of the total energy savings from the proposed improvements, equivalent to the maximum attainable energy savings specific to the home. Give the customer a written warranty of labor and materials for a minimum of one (1) year from the date the service is performed; ● • Provide, for any equipment installed, the manufacturer’s warranty plus optional extended warranty coverage, if applicable; ● Provide customers with the option to participate in Utilities’ financing offering to help offset costs of upgrades not covered by incentives with a low or no-cost loan provided by Utilities. ● • Maintain accurate business records relating to the installation of qualifying improvements according to customary industry practice for at least one (1) year following installation. Business records must be made available for verification by Utilities Delmarva Power if requested; and ● • Rectify, prior to any work being completed in the home, any health and safety issues identified during the energy assessment, including, including but not limited to, to carbon monoxide, asbestos, mold and lead issueslead. The Participating Contractor will need to have verification via HPwES Program program approved diagnostic equipment that the proper remediation has been completed prior to starting the recommended HPwES work in a customer’s home. If the Participating Contractor becomes involved in a dispute with a customer regarding work performed or business practices, the Participating Contractor shall work with Utilities Delmarva Power and its HPwES Program Implementer to resolve the dispute amicably. If such discussion does not produce an outcome acceptable to the customer and the Participating Contractor, the Participating Contractor shall settle the dispute through the Participating Contractor’s customer complaint resolution process on file with BPI, or with the Utility or Program Implementer. In accordance with Section 9, below, Participating Contractor shall hold Utilities Delmarva Power and its Program Implementer harmless from any claim or suit arising from work in the HPwES Program, including, but not limited to any claim or suit resulting from or related to mechanical equipment combustion safety, indoor air quality, asbestos, lead abatement, mildew, fungus, moisture intrusion, or mold of every type and nature. Participating Contractors may be subject to the Contractor Remediation Procedures as laid out by the Utilities, available here.

GENERAL BUSINESS PRACTICES. Participating Contractor shall: ●  Respond to customer inquiries in a timely manner (within 3 business days) and ensure prompt and accurate reporting of HPwES home performance assessments and project completions to the HPwES Program; ●  Act as appropriate ambassadors and marketers for the HPwES Program; ●  Treat all customers fairly and deliver promised services in a timely, competent, and responsible manner; ●  Conduct themselves in a professional and respectful manner when interacting with customers and any UtilityPepco, Program Implementer, and/or the Program Implementer’s Quality ● Assurance staff; ●  Comply with HPwES Program terms and BPI Building Performance Institute (BPI) standards, maintain satisfactory and professional customer interaction, provide timely completion of work and/or Utilities’ Pepco’s directives; ●  Properly and fully present HPwES Program features and benefits to the customer so that the customer may make an informed decision about the implementation of measures in their residence, and refrain from unfair or inaccurate characterizations of UtilitiesPepco, the HPwES Program, the Program Implementer, or BPI; ●  Inform customers of and offer program‐approved Direct Install Measures at no additional cost to the customer’s existing Pepco service. Upon the customer’s selection of program‐approved Direct Install Measures, the Participating Contractor is required to install the measures in the customer’s residence;  Comply with all Utilities’ Pepco marketing and communications guidelines. Participating Contractor shall not use any UtilityPepco’s logo or any Utility’s Pepco Home Performance with ENERGY STAR in promotions or advertising without the prior express written consent of such UtilityPepco. Participating Contractor shall not communicate with the media about the HPwES Program without written authorization and coordination with a Lead Utility Pepco; ●  Provide all customers with required customer and HPwES Program information materials; ●  Provide the homeowner with a professional report containing comprehensive recommendations for improving the energy efficiency, comfort, and safety of the home. The report must include an estimate of the total energy savings from the proposed improvements, equivalent to the maximum attainable energy savings specific to the home. Give the customer a written warranty of labor and materials for a minimum of one (1) year from the date the service is performed; ●  Provide, for any equipment installed, the manufacturer’s warranty plus optional extended warranty coverage, if applicable; ● Provide customers with the option to participate in Utilities’ financing offering to help offset costs of upgrades not covered by incentives with a low or no-cost loan provided by Utilities. ●  Maintain accurate business records relating to the installation of qualifying improvements according to customary industry practice for at least one (1) year following installation. Business records must be made available for verification by Utilities Pepco if requested; and ●  Rectify, prior to any work being completed in the home, any health and safety issues identified during the energy assessment, including, including but not limited to, to carbon monoxide, asbestos, mold and lead issueslead. The Participating Contractor will need to have verification via HPwES Program program approved diagnostic equipment that the proper remediation has been completed prior to starting the recommended HPwES work in a customer’s home. If the Participating Contractor becomes involved in a dispute with a customer regarding work performed or business practices, the Participating Contractor shall work with Utilities Pepco and its HPwES Program Implementer to resolve the dispute amicably. If such discussion does not produce an outcome acceptable to the customer and the Participating Contractor, the Participating Contractor shall settle the dispute through the Participating Contractor’s customer complaint resolution process on file with BPI, or with the Utility or Program Implementer. In accordance with Section 9, below, Participating Contractor shall hold Utilities Pepco and its Program Implementer harmless from any claim or suit arising from work in the HPwES Program, including, but not limited to any claim or suit resulting from or related to mechanical equipment combustion safety, indoor air quality, asbestos, lead abatement, mildew, fungus, moisture intrusion, or mold of every type and nature. Participating Contractors may be subject to the Contractor Remediation Procedures as laid out by the Utilities, available here.

GENERAL BUSINESS PRACTICES. Participating Contractor shall: ● • Respond to customer Customer inquiries in a timely manner (within 3 business days) and ensure prompt and accurate reporting of HPwES home performance assessments and HVAC project completions installations to the HPwES HVAC Program; ● • Act as appropriate ambassadors and marketers for the HPwES HVAC Program; ● • Treat all customers Customers fairly and deliver promised services in a timely, competent, and responsible manner; ● • Conduct themselves itself in a professional and respectful manner when interacting with customers Customers and any UtilityPSE&G personnel, the Program Implementer, and/or the Program Implementer’s Quality ● Assurance quality assurance staff; ● • Comply with HPwES HVAC Program terms and BPI standardsterms, maintain satisfactory and professional customer interaction, provide timely completion of work and/or Utilities’ PSE&G directives; ● • Properly and fully present HPwES HVAC Program features and benefits to the customer Customer so that the customer may Customer can make an informed decision about the implementation of measures in their its residence, and refrain from unfair or inaccurate characterizations of UtilitiesPSE&G, the HPwES HVAC Program, or the Program Implementer, or BPI; ● • Comply with all Utilitiesof PSE&G’ s marketing and communications guidelines. Participating Contractor shall not use any Utility’s PSE&G logo or any Utility’s Home Performance with ENERGY STAR in promotions or advertising without the prior express written consent of such Utility. PSE&G. Participating Contractor shall not communicate with the media about the HPwES HVAC Program without the written authorization of and coordination with a Lead Utility PSE&G; ● • Provide all customers Customers with required customer and HPwES HVAC Program information materials; ● Provide the homeowner with a professional report containing comprehensive recommendations for improving the energy efficiency, comfort, and safety of the home. The report must include an estimate of the total energy savings from the proposed improvements, equivalent to the maximum attainable energy savings specific to the home. Give the customer a written warranty of labor and materials for a minimum of one (1) year from the date the service is performed; ● • Provide, for any equipment installed, the manufacturer’s warranty plus optional extended warranty coverage, if applicable; ● • Provide customers Customers with the option to participate in UtilitiesPSE&G’ financing offering s OBRoffering; • Provide Customers with access to help offset costs of upgrades not covered by low and moderate income additional incentives with a low or no-cost loan provided by Utilities. ● and verify Customers’ eligibility for those additional incentives; • Maintain accurate business records relating to the installation of qualifying improvements according to customary industry practice for at least one (1) year following installation. Business records must be made available for verification by Utilities PSE&G if requested; and ● • Rectify, prior to any work being completed in the home, any health and safety issues identified during the energy project assessment, including, but not limited to, carbon monoxide, asbestos, mold and lead issues. The Participating Contractor will need to have verification via HPwES Program approved diagnostic equipment that the proper remediation has been completed prior to starting the recommended HPwES work in a customer’s home. ; • If the Participating Contractor becomes involved in a dispute with a customer Customer regarding work performed or business practices, the Participating Contractor shall work with Utilities PSE&G and its HPwES Program Implementer to resolve the dispute amicably. If such discussion does not produce an outcome acceptable to the customer Customer and the Participating Contractor, the Participating Contractor shall settle the dispute through the Participating Contractor’s customer complaint resolution process process, or with the Utility PSE&G or Program Implementer. ; • Perform all work in a safe manner, taking all precautions necessary to prevent illness or injury to any person or damage to any property and complying at all times with applicable laws and regulations (including the Safety and Health Standards under the Occupational Health and Safety Act of 1970) as wellas the generally accepted safety practices in Contractor’s industry; • In accordance with Section 9, below, Participating Contractor shall hold Utilities PSE&G and its Program Implementer harmless from any claim or suit arising from work in the HPwES HVAC Program, including, but not limited to any claim or suit resulting from or related to mechanical equipment combustion safety, indoor air quality, asbestos, lead abatement, mildew, fungus, moisture intrusion, or mold of every type and nature. Participating Contractors Contractor may be subject to the Contractor Remediation Procedures as laid out by the Utilities, available here.