maryland retail & light industrialCUSTOMERHANDBOOKmerritt propertiesCustomer ServiceMove-In Process1Lease AdministrationEmergency Procedures

Welcome and thank you for selecting a Merritt property for your new location.We are committed to providing the highest quality customer service and lookforward to assisting you with a smooth transition into your new space.In the following pages, we have attempted to answer many of the questionsfrequently asked by our customers. Additionally, we have presented informationrelevant to the sequence of events that follow the signing of your lease agreement.Our experienced and friendly employees look forward to assisting you. From nowand throughout your time as a Merritt customer, please feel free to reach out to anyof us should issues or questions arise. Thank you again for choosing Merritt.

1CUSTOMER SERVICEOnline Customer Service Request PortalThe Merritt DifferenceCustomer Alerts3PRIOR TO MOVE-INSpace Planning & Interior FinishesInterior ConstructionTelephone, Security & Computer LinesUtilitiesWalk-Through Inspection5OCCUPANCYScheduling Your MoveCommencement LetterMaintenance/Service CallsSprinkler SystemsNotificationsSmoking on the PremisesSingle-Stream Recycling ServiceLight Bulb ReplacementRestroomsHVACPest ControlSnow RemovalSanitationParkingOutside StorageCorporate Office2066 Lord Baltimore Drive9Baltimore, MD 21244Office 410.298.2600North Carolina Office104509 Creedmoor Road, Suite 20120116 Ashbrook Place, Suite 160Office 703.858.2725Certificate of InsuranceEMERGENCY EVACUATIONFire Prevention and SafetyHow to EvacuatePreparing for the UnthinkableOffice 703.858.2725Ashburn, VA 20147Lease & Operating Expense PaymentFire PersonnelRaleigh, NC 27612Virginia OfficeLEASING ADMINISTRATIONEmergency Alert System19MERRITT CLUBS

Customer ServiceOur business philosophy – one that always puts the customerfirst – is the foundation on which Merritt was built. At Merritt, weconsider your business our business. With us, you get morethan a space for your company, you also get a team ofexperienced professionals dedicated to providingpersonalized and flexible service.Unlike most developers today, we don’t use third-partymanagement firms. Instead, our dedicated Customer Serviceteam manages all of our properties and is available 24 hours aday, 365 days a year. This way, we can guarantee that yourbusiness will always receive the highest level of service.Each and every person at Merritt with whom we have worked hasperformed their job in a professional and conscientious mannerand has been a pleasure to work with. We could not be morepleased to be a tenant, and we look forward to our partnership formany years to come.CHARLES L. BURMANceobakery express4merritt properties

Because our employees are also owners of thecompany, every one at Merritt is equally andThe Merritt Difference»Skilled team of eight office and 47 fieldpersonnel»Customer Service team’s average tenurewith Merritt is over 11 yearsdisruptive, we’ve invested in training and»Emergency 24-hour on call servicetechnology that allow us to respond quickly and»Computer tracking of all customerrequests to ensure timely response andresolution»Non-emergency online Customer ServiceRequest Portal»In-house HVAC team»Investment in continuing educationprograms for Customer Serviceemployees, ensuring that we are able toassist customers in navigating complexissuesuniquely committed to delivering exceptionalservice and building long-term customerrelationships.Understanding that maintenance issues can beallow you to stay focused on your business. Whilemany companies promise a response within 24-48hours, our average response time is just 1.5 hours– including weekend and overnight calls. And, witha field team experienced in construction, roofingand HVAC, we are often able to resolve customerconcerns directly.Online Customer Service Request PortalTo offer a convenient platform and efficientservice, we have established an online CustomerService Request Portal which allows customers torequest general, non-emergency, maintenanceissues within your Merritt building. This also allowscustomers to check on the status of currentrequests and access their service log history. ToContact our Customer Service rties.comaccess the portal, visit the Merritt Propertieswebsite and look for “Service Request Portal”CUSTOMER ALERTSunder the Customer Resources tab. Should youTo effectively communicate with ourcustomer base, we send out emailsintermittently to inform you of happeningsat your building. Find out more and sign upat www.Merritt-Alerts.comhave an emergency or an issue that requiresimmediate attention, please contact our CustomerService department directly.merritt properties5

Prior to Move-InWhat to Expect & Tenant ResponsibilitiesDepending on the terms of your lease, your space will beturned over to you “as-is”, or we will be performing previouslyagreed upon interior construction alterations that arereferred to in your lease. While interior construction isbeing completed, you will be given access to the space.Space Planning & Interior FinishesShould you choose to work with one of our in-house interiordesigners, they will meet with you one-on-one to make yourinterior finishes selection and assist with space planning. Wemaintain a full library of finish samples, and our staff willintegrate your choices with your space plan for a coordinateddesign effort. Please contact your Merritt leasingrepresentative to schedule an appointment.Interior ConstructionOur Interior Construction department will be given a copy ofyour agreed upon space plan, along with any improvementsthat are to be completed as part of your lease. This space planwill be used to apply for the required building permits. Ourinterior construction team will meet with any necessary subcontractors and develop a construction work schedule whilewaiting to secure the building permit(s).As work commences on your space, you will be kept apprisedof job status and informed of a targeted move-in date. Duringconstruction, please do not hesitate to contact your projectmanager.Please Note: Additions or changes to the improvements asdelineated in the lease will be the responsibility of the Tenantand may result in additional charges.6merritt properties

Low Voltage (Cabling Wiring)The utility company will send a representative outAll wiring associated with telephones, securityto read the meter. From that time forward, thesystems and computer lines are the responsibilityservice will be billed directly to your company.of the tenant, and Merritt can provide you with a listof qualified vendors for these services.Depending upon the terms of your lease, yourwater usage is either part of your operatingIn the event improvements are being done to theexpenses and is paid along with your rent eachpremises, it is important that your vendors workmonth, or you will receive a quarterly invoiceclosely with our team and connection is madereflecting your company’s prorated portion of thebetween the parties as soon as possible.building’s overall water usage. If a customer has ahigh water usage, Merritt will request that theA member of our construction group will put yourcustomer install a separate water meter for theirsubcontractor in touch with an electrician, who willspace. Water bills reflect water usage and thehelp coordinate the total effort.assessment of sewerage charges by that particulartaxing district.Please Note: Every low voltage electric device,such as phone and alarm systems, requires aWalk-Through Inspectionpermit. In the event your subcontractors do notOnce the build-out of your space is complete, weobtain a low voltage permit, delays in occupancywill tour the space and create a “punch list”,may result.identifying any items that require attention orUtilities (Gas, Electric & Water)correction. You may be asked to sign this list,acknowledging your presence and our agreementYou will be responsible for the payment of yourto correct any identified items. Merritt will makeindividually metered gas and electric bills. Contactevery attempt to complete any work as soon asBGE at 410.685.0123 to establish your account andpossible, typically within the first month oftransfer service effective the day you takeoccupancy.possession of the leased premises. On that day,our personnel will contact BGE and take theservice out of Merritt’s name.merritt properties7

OccupancyPartnering to Meet Your NeedsMerritt will do everything possible to meet your targetedmove-in date. Exceptions to our track record include backorders and changes to the construction plan after a job hascommenced.We were looking for a space to foster a creative and collaborativeenvironment when we were introduced to Merritt Properties.From leasing to design to property maintenance, the folks atMerritt have listened and accommodated our requests.TRACI MIGLIORISIpresient & ceolotame8merritt properties

Scheduling Your MoveCustomer Service Portal at www.service.Please coordinate your move-in schedule with Your request will beCustomer Service Department at 410.298.2600.dispatched immediately to the appropriateMove-in during normal business hours is preferred.individual(s) who can address your concern.On or before your move-in date, Merritt will provideSprinkler Systemsyou with new door locks and keys. Please Note:Sprinkler systems in Merritt properties are testedyour company will have the only keys to your spacesemi-annually. Tests are performed under aand we do not provide or service deadbolts. It iscontractual agreement with Reliance Fireour policy not to enter your space withoutProtection. In addition, there is a five-year testpersonnel from your company being present.during which Merritt’s contractor will need accessto each space within the building.Commencement LetterMerritt will send you a detailed commencementSnow Removalletter following occupancy to confirm base rent,Snow removal is provided by Merritt and will beapplicable expenses and your actualbilled in accordance with your lease. Fenced-incommencement date.areas will not be serviced.Maintenance/Service CallsSmoking on the PremisesMerritt’s Customer Service Department isSmoking is prohibited directly outside any buildingresponsible for providing building maintenanceaccess door. For the comfort and safety of alland handling all service requests. In order tobuilding occupants and guests, please adhere toreceive the most efficient service, please callposted no-smoking signs and smoke in410.298.2600 and ask to speak with someone indesignated areas only.the Customer Service department or visit themerritt properties9

NotificationsPlease contact your leasing agent with anychanges to contact information so we canproperly notify you via email or phone in case ofan emergency. This is of critical importance aswe do not have keys to your space and may needemergency access.Single-Stream Recycling ServiceThe single-stream recycling service allows youto add commingled recyclables to yourcardboard and paper container. Once collected,the materials are taken to a recycling site wherethey are sorted and processed appropriately.HVACLight Bulb ReplacementPer your lease agreement, repairs andYou are responsible for all light bulb and ballastmaintenance of the building’s standard HVACrepairs and replacements. This includes exit andequipment are your responsibility. In order toemergency lights. You may call our Customerassist you with this requirement, Merritt’sService Department or use a contractor of yourCustomer Service group has a fully of HVAC technicians, and a service planproviding below-market rates to cover all partsRestroomsand labor. This service will be invoiced annuallyJanitorial service is the responsibility of theand guarantees your HVAC equipment for thecustomer. Should you experience problems withterm of your lease. Any specialized HVACyour restroom facilities, any such repairs will beequipment should be maintained by an outsidemade at your expense. Please contact ourcontractor of your choice. Merritt is happy toCustomer Service Department or a plumber ofprovide you with a list of recommendedyour choice.providers upon request.10merritt properties

Pest ControlParkingIt is your responsibility and expense to keep theAmple parking is available at all of ourpremise free from all pests, vermin, rodents,developments. Although most parking isinsects and termites.available on a non-exclusive basis, we ask allcustomers to be courteous and allow eachSanitationcustomer to use the parking spaces foundYou are responsible for contracting trashdirectly in front of their space. If you are havingremoval service. Please call Merritt if you needparking-related problems, please contact yourassistance or reccomendations.leasing representative.Outside StorageFor safety reasons, storage of pallets or anyother materials outside of your building is notpermitted.merritt properties11

Lease AdministrationLease & Operating Expense PaymentYour monthly rent and operating expense check should bemade payable to Merritt Properties, LLC or as shown on yourlease agreement. Merritt does not invoice for rent. It will beyour responsibility to mail your payment prior to its due date.Merritt also offers the option to pay your rent electronically,deducted directly from an account you specify on the datedue.Please call Sherry Dull or Meg Truchon at 410.298.2600 if youare interested in signing up for an automatic deductionprogram.Common Area Maintenance (CAM)& Operating ExpensesAny applicable CAM or Operating Expense charges will bebilled according to the terms of your lease agreement.Certificate of InsuranceShould you have any questions about scheduling yourinsurance per Section 10 of your lease, please contact VickieDavis at 410.298.2600 or via email [email protected] you have secured your certificate of insurance, pleasemail