Service Guide. Assistance on the road. Please keep in glove compartment. 24-Hour Service Hotline:

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1 Service Guide. Assistance on the road. Please keep in glove compartment. 24-Hour Service Hotline:

2 Table of contents. 24-Hour Service Hotline page 4 Service Card page 5 Claim Management page 6 Insurance Management page 7 Fuel Management page 8 AlphaRent page 10 Workshop service page 11 Tyre service page 12 Driving licence check page 13 Vehicle return page 14 AlphaGuide page 15 Note: When making use of the service modules listed, please note the range of services agreed on with your company. 3

3 24-Hour Service Hotline: The hotline is the number one choice when it comes to rapid assistance in the event of an accident or questions relating to contractually agreed services. What services does the hotline provide? We offer you fast and straightforward assistance in the event of a breakdown or accident, whether in Germany or abroad. We commission roadside assistance, towage and recovery services. We put you in touch with medical contacts and organise return transport in case of sickness as well as a rental car. In the event of theft abroad we help you obtain a replacement and recover ID documents. We can block your fuel or charge card and apply for a new one for you in the event of loss. We provide information on authorised workshops as well as tyre and glass partners. 4

4 Service Card. Put everything on one card. The Alphabet Service Card entitles you to make use of all contractrelated services pertaining to your automobile without cash. When using the card, please note the range of company car services agreed on with your company. How do I use the Alphabet Service Card? The Service Card is your ID card for use at workshops or with Alphabet tyre partners. You must always present your Service Card before having work carried out. Invoices are issued directly to Alphabet by the service partner. A separate invoice can be issued to your company for work which goes beyond the agreed range of services. You as the customer are required to pay for maintenance and wear-and-tear work in advance if it is carried out in another European country. Alphabet reimburses costs as stipulated in the contract, equivalent to the amount which would have been charged for the same work in Germany. Please report card loss immediately by calling our 24-hour service hotline on This is the only way we are able to block the card and apply for a replacement. 5

5 Claim Management. Help when it s needed. With us you re always on the safe side - even if the worst comes to the worst. Alphabet Claims Management guarantees fast and straightforward handling. Call What do I do in the event of an accident? Put on your safety vest and secure the accident site, for example by setting up a warning triangle. Call the police if bodily harm has been caused or if you estimate that the material damage caused is more than EUR 2,000 in value. The police also has to be notified if it is not clear whose fault the accident was or if there is crop damage. Please call the 24-hour service hotline on or use the report function in our AlphaGuide service app to report the accident. Carefully complete the Alphabet damage report form. You will find the form on the next page or on alphabet.de If possible, document the accident on the spot by drawing a sketch or taking photographs. If the car of the other person involved in the accident is registered abroad, it is a good idea to obtain the green insurance card. In the case of glass damage, the workshop should definitely check whether repair is possible first. You will find glass partners on alphabet.de or in our AlphaGuide service app. Do not accept an accident replacement rate when hiring a replacement vehicle. Never sign an acknowledgement of guilt or an assignment of claims for damages to third parties. Remember: electric vehicles may not be towed. Stranded electric vehicles may only be transported with its wheels stationary or with the drive axle raised. 6

6 Insurance Management. A good feeling while you re on the road. Accidents are quick to happen and our Insurance Management swiftly puts things right again. The Alphabet Insurance Service and Alphabet Damage Coverage provide you with perfect protection in every situation, as described below. Third-party insurance Third-party insurance covers damage you cause to others with your vehicle. Thirdparty cover guarantees damage compensation for road accident victims and protects you from the financial consequences. Partial insurance Partial insurance covers glass breakage and vehicle theft. It also covers damage caused by force of nature or collision with animals. Fully comprehensive insurance Fully comprehensive insurance covers damage to your vehicle when you cause an accident. Vandalism is also covered. If you have any other questions regarding your insurance cover, please consult the contact partner responsible in your company. Gap insurance Gap insurance is a non-contributory additional benefit which secures you against premature cancellation of the leasing contract due to write-off or theft, covering the difference between the cost of replacing the vehicle and its value on the day the damage occurred. Green insurance card If you require a green insurance card, please order one by stating your name, registration number and private address to: gruene.versicherungskarte@alphabet.de 7

7 Fuel Management. So that you don t run dry. Alphabet fuel cards give you maximum cost transparency and cashfree handling. You can use your card to pay for fuel as well as for additional items such as lubricants, car wash, accessories and shop articles - as stipulated in your contract. How do I use the Alphabet fuel cards? Use the various cards to pay at the filling stations of the relevant oil companies. Aral Routex Card: Aral, AGIP/ENI, OMV, Statoil euroshell Card: Shell, Esso, Total (national filling stations only), AVIA Novofleet Card: e.g. Jet, Star, HEM, OIL! You can conveniently view all available filling stations by means of a tank card card filter in our AlphaGuide service app. If you use a card with random PIN, you will receive your 4-digit code under separate cover. If you or your company have selected your own PIN or a company PIN, this code applies. For security purposes, please do not write the code on the fuel card and always keep the PIN separate from the card. Every time you fill up with fuel, enter the exact mileage of the car as well as your PIN. 8

8 How do I use the AlphaElectric charge card? The AlphaElectric charge card gives you access to the constantly growing ChargeNow network of charging stations. It enables you to charge your electric vehicle conveniently and cash-free. Locate a charging station near you at chargenow.com/cnde/. Authenticate yourself at the charging station using your RFID charge card or the intercharge app. The charging process then starts right away. What do I do if my fuel card gets lost or stolen? Please report card loss immediately by calling our 24-hour service hotline on This is the only way we can block the card and order a new one. If your fuel card gets lost, stolen or damaged, it is possible to submit a fuel claim manually. Please use the fuel claim form for this purpose. You will find the form at alphabet.de 9

9 AlphaRent. Stay mobile, whatever happens. Whether your automobile is suddenly no longer fit for use or production bottlenecks lead to unplanned delays - the Alphabet rental and replacement car service ensures you stay mobile at all times. How do I reserve a rental or replacement car? Call our 24-hour service hotline on to place your reservation quickly and reliably. Remember to enquire about our attractive pick-up and delivery service, too. You can also place your reservation by using the rental car reservation form on alphabet.de. Present the reservation number when collecting your car. The car you order will generally be available within one day or it will be delivered to you. Please note the specific guidelines for rental car use as applicable to your company. You can also use our rates for private purposes by quoting the Alphabet customer reference N

10 Workshop service. Always on the safe side. If you have a full service contract, Alphabet takes care of maintenance work/inspections as specified by the manufacturer as well as wearand-tear repairs. What do I have to observe in connection with maintenance and repairs? Be sure to observe the stipulated service intervals for maintenance. Only have maintenance or repair work carried out at workshops authorised by the vehicle manufacturer. Use our 24-hour service hotline or our AlphaGuide service app to locate an authorised workshop near you and arrange an appointment. Present your Alphabet Service Card and your vehicle's service booklet when you go to the workshop. If repair costs amount to EUR 500 or more, the workshop is required to obtain Alphabet s approval before starting. You will find the telephone number for this purpose on the Alphabet Service Card. In the event of maintenance or repair work being required abroad, please call the 24-hour service hotline in advance to discuss the specific terms and conditions that apply. 11

11 Tyre service. Keep things rolling. Alphabet covers the cost of tyre replacement due to wear and tear according to contractual terms and conditions. What do I have to observe in connection with the Alphabet tyre service? Locate a tyre partner near you on alphabet.de or using our AlphaGuide service app and arrange an appointment for a tyre change. Present the Alphabet Service Card at your appointment. This provides details of the contractually agreed range of services. The tyre service gives you a free choice of tyre manufacturer within the Alphabet partner network. When selecting tyres, observe the manufacturer's tyre size specifications as well as your contractual terms and conditions. Our service partner can also take care of storing your tyres, subject to a charge. Please note the legally required minimum tread depth of 1.6 mm. 12

12 Driving licence check. Everything under control. The keeper of a company car is legally required to have a documented inspection carried out of the driving licences of any authorised drivers at least twice a year. The Alphabet driving licence check helps you by reminding you to have the inspections carried out regularly at one of the numerous check points. How can I have my driving licence checked? Have your fleet manager apply an electronic test seal to your driving licence. You will receive an and/or text message at regular intervals requesting you to have a check carried out. The seal enables you to have the check carried out at one of the check points virtually in passing without prior appointment. A nationwide partner network is available throughout Germany comprising approx. 1,000 check points. You will find the list of public check points in our AlphaGuide service app or online at alphabet.de/servicepartnersuche 13

13 Vehicle return. All s well that ends well. The aim is to ensure that returning your vehicle is as simple and straightforward as possible. For this reason, it is important to take care of all the steps required beforehand so as to guarantee there are no hitches at the return itself. Flexible return options Every Alphabet vehicle runs through a return process when a leasing contract expires. Our return process is simple, easy to understand and transparent. You have the following options when it comes to returning your vehicle: the Alphabet Transport Service return the vehicle at an Alphabet logistics site return the vehicle at the dealership return the vehicle at a Dekra station You will find further details of the return process on alphabet.de What do I have to have to observe in connection with vehicle return? We attach a detailed checklist to ensure the return of your company car goes off as smoothly as possible. There may be individual agreements with your company regarding your personal return process. In any case, please contact your Alphabet Customer Service. If you are not familiar with this, simply use our 24-hour service hotline on

14 AlphaGuide. Business mobility to go. We want to make sure you get where you're going at all times. For this reason we have developed AlphaGuide. The service app gives you fast and comprehensive support right where it matters: on the road. The most important services when you're on the road: Our 24-hour service hotline is available to you simply and conveniently at all times using the click-to-call function. In the event of an accident, AlphaGuide helps you compile a comprehensive report including photographs of the scene of the accident. This saves time, queries and nerves. The search function, GPS positioning and route guidance help you to get wherever you're going simply and quickly - whether to the nearest driving licence check point, a tyre, glass or workshop partner of your choice or a charging station for electric vehicles. Or use the filter function to find filling stations that belong to your selected network. AlphaGuide is available to you free of charge for every platform on the Apple itunes App Store, as a mobile website at alphaguide.de or here: Android ios Mobile website 15

15 Company: Alphabet Fuhrparkmanagement GmbH. A BMW Group Company Address: Konrad-Zuse-Straße 1 / Unterschleißheim a-z@alphabet.de Internet: alphabet.de

IMPORTANT INFORMATION AT A GLANCE.

SERVICE-GUIDE IMPORTANT INFORMATION AT A GLANCE. We care about cars. We care about you. WELCOME VEHICLE DELIVERY MAINTENANCE, TYRES, REPAIRS ACCIDENT & DAMAGE DRIVER SERVICES VEHICLE RETURN VEHICLE DELIVERY