Policies, Terms and Conditions

CUSTOMER SERVICE AND BILLING PRACTICES - April 1, 2010

We strive at all times to meet the expectations of you, the customer. Sometimes we come up short so do let us know and we will try to fix or correct it. If there is ever a problem or concern, call us at 303-925-1491.

AOG Issues: Sometimes events beyond your control demand that you must get something done right now! Maybe the certificate has been suspended or you lost your RVSM LOA because of an owner or operator change. Whatever the situation, if this causing an AOG or extreme hardship (flying a Gulfstream at FL280 is an extreme hardship in our books), then we may be able to do an urgent and immediate work on manuals by bringing in more staff, directing mandatory overtime and sometimes mandatory come in on the weekend to get manuals so you are flying again. There is usually a charge for this expedited service.

Telephone Calls and Voice Mail: We dislike voice mail too, so if the phone lines (we have 8 lines) are full (as they sometimes are) we strive to return phone calls within 2-4 hours and usually much less time.

Timely Shipping: We try to ship project binders at a time that has been discussed with you. Most shipments go out as FedEx 2nd day, unless otherwise requested (slightly higher for Next-Day and Priority) packages so we need a good ground shipping address. Shipments to the Middle East, Africa and Asia may go by DHL. On checkout you can select your shipping preference and see the costs.

• RVSM and MEL jobs usually ship 3-5 days after we have the worksheets, and in the case of RVSMs, sometimes additional support documentation.

• Larger billings, such as for custom 125/135 certifications are billed 75% at the time we START the project and the remaining is billed at the time of first, for-the-FAA, shipment, again with a credit card or arrangements for a check or wire transfer. We cannot control how long the end certification takes and thus have no control over any delay payments.

• Any job can be paid for by check or wire transfer. If you want to pay by a company check you can give a credit card to hold the billing and get the job running. On the day we are shipping, which is usually within a few days on RVSM and MEL projects, we will call you and see if you want to use the credit card or another form of payment.

• In the case of our manufacturer, RVSM installers and aircraft sales companies, we handle direct to the vendor billings with advance coordination with our accounting department. If you have questions on any billing call or send an email to: accounting@gln-compliance.com .

Credits: If a credit is issued it can be used within the next 12-months on any type of project: MEL, RVSM, certifications, etc.

Returns or Refunds on Software: All software and customized manuals sales are final, simply because once it is out, the software really cannot be returned. We all know that. If we have customized any manual then there are no returns (with over 4,500 worldwide projects this seldom is an issue).

Travel Policies and Consulting Charges: Generally, we do not go out to a project unless it is a Part 125 or 121 tasking or a very large Part 135. For domestic travel we fly at coach rates and for international travel at business class rates. Hotel charges are moderate and meals and incidentals are billed on a per diem basis except in high cost areas, such as London, Paris, Geneva, Frankfurt, Tokyo, Moscow and other areas where actual costs for hotels and meals and incidentals will be billed. Travel costs must be paid for in advance with an estimate of the charge. Moscow is the highest priced destination so projects in Russia or that require travel in Russia are significantly more costly.

• We have an $850 per day flat charge for each of the traveling staff members and this includes the travel and work days.

EMPLOYMENT STANDARDS AND OPPORTUNITIES

EEO: GLN is an Equal Employment Opportunity employer and we respect the personal issues of all persons. We do not discriminate on the bases of race, sex, education, age, religion, handicaps, sexual orientation, gender, or political affiliation.

Benefits: We believe that workers are all entitled to health, dental and vision care, time off, retirement benefits, mandated vacations and other benefits. All full-time employees are eligible for our complete medical package and benefits packages. We pay approximately 70% of all employee medical, dental and vision coverage. We have a minimum starting vacation package of two weeks and employees can start drawing that and up to two weeks of advance vacations from the time of hiring, thus ensuring that they have the opportunity to have time with their families.

Work Weeks: We sometimes have longer work days and less of them, but strive to have the office manned each working day. On Fridays, especially during the warmer months, we usually close the GLN office at 11:30 a.m. Denver (Mountain Time).

COMPETITORS AND COMPETITIVE PRICING

Competitors: There are a number of fine competitors with years of staff work and good manuals. Some of these are Assessment Compliance Group and D & D Aviation, just for example. They, and GLN and a number of other aviation professionals, have invested many, many years in creating high-level, well-written, and well received manuals of all sorts, be it RVSM, MELs, certifications or such.

We welcome the competition as it make all of us work harder and you, the customers, are the ones that benefit. However, there are some others that have taken our manuals, and we know the manuals of others, and simply called themselves certification or MEL or RVSM specialists. Some of them may be okay, but are they there for the long haul? Have they actually invested the time and resources and staffing to make aviation better and safer, or just taken money and other's intellectual property and repackaged it while they have other day jobs. Something to consider when you are doing your manuals.

Competitive Prices: While GLN works all over the world on some the world's largest projects, and right down to a single-pilot operation, we will strive to competitively meet any of the other company's published prices.

HANDLING GLN MANUALS

FAA Change Requests: If the change requests are not "show stoppers" for your operation we will usually just make the changes, even if they are not always valid. You need to pick and choose when you want to delay an approval and what the bigger issues are.

• The GLN certification staff has more experience all over the world and domestically than most of the combined experience at FAA offices. So we see many things and experience many versions of issues. If we feel that an inspector's review request is going to cause you trouble, then we will outline the issues, show how others have resolved this, sometimes cite specific approvals of the same item in other FAA offices and do what is needed to get you the maximum legal relief you are entitled to. The lack of clear FAA "standards" should not be a burden you have to carry. At times this has also included going to the FAA region or FAA HQ for assistance, maybe as a tactful complaint that a local office is not, in our view, acting towards an operator in a manner that is legal and consistent in application.

First Manual Shipments: Usually, we send out a single copy of a black and white print for review. We have found that if we ship too many manuals or multiple copies of the manuals that making changes for you and the FAA causes issues of coordination. After the changes are done the remaining manuals are shipped by FedEx.

• We use Microsoft SharePoint for many, but not all projects, and if we use SP, then we can have your manuals uploaded for your review, comments and edited changes before we run a first print.

Timely Changes: To make manual changes we coordinate by phone and email. Email, while sometimes an issue, is easier in that we get a printed request or explanation of what to change so we can do that and then call you with any discussions needed. Follow-up changes from the FAA can be by letter with change requests (see FAA RELATIONS below), by fax, email or sometimes the manuals sent back with sticky notes. However it comes back for changes, GLN tries to make a 3-5 day turn around in our office.

Additional Copies of Manuals: We have a printing and binder charge on additional manuals for a set, but you may not need that. For example, a standard MEL from GLN is a full-sized manual and one small aircraft book and print as part of the package. The RVSMs are the same except if the FAA demands a set of separate manuals (about 25% of the time) and there there is a charge as we do not automatically make up extra manuals and most FAA offices do not want them. The GOMs and GMMs have multiple of all manuals included, but extras, such as more GOMs have a per manual charge. See the Price List.

Color Manuals: The manuals are black and white unless you request a color print, which about 25% of operators do.

Software: The software used for the manuals, MELs or RVSMs cannot be sent out of the office except by specific approval from at least two of the executive staff and only with a specific reason. We do send out editable MS Word documents for editing so you can have direct and timely editing of some issues. In other cases we often send out PDF files so you can have them on your computer or make local prints.

FAA RELATIONS

Direct Contract With FAA: While some of the GLN staff is ex-FAA and we have a close and sometimes personal relationship with FAA staff from the local FSDO levels to senior FAA Regional and HQ management, we have to be careful in respecting their desires to have direct and meaningful communications with you, the operator, be that for an MEL or RVSM review or certifications. In some cases, and only with mutual approval between you, the FAA inspectors involved and our staff, we sometimes do deal with selected issues directly with an FAA inspector or persons at the FAA regional or HQ staff. Generally, these are new or complex and ill-defined issues (like that is new with the FAA) wherein we need to reach some consensus on how to resolve an issue.

Visiting FAA Offices: On larger certifications we do often send operations or maintenance staff to FAA - Operator meetings, especially in the early start of a complex project.

Congressional Complaints: We feel that these work well, if done with good taste, not personally attacking anyone. This complaint process then goes to the region, whose people do not want issues clouding their career path and down to the FSDO for timely resolution. We know that operator's fear subtle retaliation, now or in the future, but as an industry we must not allow ourselves to look and act like a third-world country and automatically submit to demands we feel are not correct.

COPYRIGHTS AND INTELLECTUAL PROPERTY

Copyrights: GLN's manuals, MELs, RVSMs and even our forms and data collection documents as well as the websites are all copyright protected to some extent under U.S. law. Copyrights on some practices, procedures, techniques, policies and methods are not strongly protected, but in most GLN manuals they are still covered under the covenants provided by U.S. copyright law. If you want to use some of the intellectual material from one of our manuals please make a written request.

The pages on the manuals have copyright notices that are legally binding on all persons and controlling in all cases whether this is the copy of a printed document, a scanned document, a PDF or electronic version.

• Unfortunately, we have had to seek legal action several times in the past against persons and companies that have improperly taken or converted our intellectual property to their commercial purposes, such as reselling manuals or copying out materials from our manuals, even if retyping by hand, to use for their purposes. To protect your investment in our product and development costs that got you the world's best compliance manuals we will continue to actively seek whatever level of legal actions we can take to include both civil and, in two cases, criminal filings for the wrongful taking of our material, even in just an electronic format.

Software: The software used for the manuals, MELs or RVSMs cannot be sent out of the office except by specific approval from at least two of the executive staff and only with a specific reason. We do send out editable MS Word documents for editing so you can have direct and timely editing of some issues. In other cases we often send out PDF files so you can have them on your computer or make local prints.

COMMENTS ABOUT OUR POLICIES

Your Comments: If you have any comments or suggestions about our policies, or complaints, please send us an email and let us know. Send them to info@gln-compliance.com. We will respond as quickly as possible. Good comments are great, but comments about bad service or other issues are what helps us the most.