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SUPPLEMENTARY INFORMATION PROVIDED IN RESPONSE TO ASSOCIATION’S SCOPE OF WORK

COMMUNICATION Your owners and residents want more than just a neighborhood – they want a true community and sense of belonging. To help build that community, implementing an effective communication strategy for your association's residents is key. Associa provides a suite of services that make it easy for you to keep your HOA’s residents well informed about community news—and create a buzz that gets people talking. We go beyond to give you all the communication channels you require. Besides the very basics like meeting assistance (setup and mailing meeting notices) and responding promptly to service or emergency requests, we have a range of unique services available for your community.

COMMUNITY MESSAGING TOOL – VOLO VILLAGE Our firm leverages VOLO VILLAGE™, a tool that provides easy-to-use community notification technology to keep your communities informed and connected. Important email, voicemail and text messages can be shared quickly and efficiently to your entire community, or a selected group of residents. Voice Message - Instantly send recorded voice messages to residents and owners! Email Message - Send email message in plain-text or HTML. You can even include attachments! Text Message - Send text messages to select residents and owners, or to the entire community! VOLO is optional and costs $2.50 per home, per year. We find it to be a very helpful supplement to our TownSq application as it caters to residents who may prefer to receive communication via telephone, email and text messages.

COMMUNITY NEWSLETTERS

Associa community newsletters help your community stay informed. We provide production, publication, creative and distribution services to help build stronger connections among homeowner association residents, board/committee members and the community manager.

COMMUNITY MAILINGS

Our team will manage all your community’s mailing needs. All applicable mailings will be handled in accordance with the Association’s governing documents and applicable state statutes. These mailings are handled by efficiently via our mailing and printing partner. An online portal ensures that your onsite management team can easily upload owner rosters, proof copy and submit specific mailing instructions. The mailing status is updated in real-time so that production can be tracked from start to finish.

INTRODUCING TOWNSQ

Experience community your way. Meet your neighbors, manage your account, and access the resources you need for better community living, all through one user-friendly mobile app. TownSq combines the social and administrative aspects of community living and helps you connect with your neighbors, collaborate with your management team and stay up-to-date on community happenings – any time on any device.

BOARDS CAN: • Post polls and announcements • Access governing documents and financials • View open violations • Manage common areas and amenities • Create committees to manage special projects and assignments • Save time and reduce paperwork • View and receive updates on community projects • Upload and access association documents whenever you need

RESIDENTS CAN: • Easily communicate with neighbors, community managers,

and board members • Manage their account and pay online • Get up-to-date community news and events • Request and review status of service inquiries • Participate in community polls • Reserve common areas and amenities

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TownSq meets the three most important needs for your community’s residents: the need to easily connect with neighbors, securely collaborate with the community’s management team and stay up to date on the latest community happenings.

NEWS One of TownSq's biggest goals is to improve communication between management and residents. With the News feature, you can create general announcements or community events. All users will receive email and smartphone notifications (depending on their settings) when a new announcement or event is created. • Instant email and push notifications • Announcement of community events • Automatic reminders for important news items • Efficient and effective communication • Save paper and time

POLLS Want to involve the owners in a certain decision without calling a meeting? Create a poll on TownSq! • Make quick decisions based on resident opinions • Email and push notifications to increase participation • Voting limitation option • Graphs of results

REAL-TIME NOTIFICATIONS When the board or management team needs to initiate a conversation with a resident, they can send a private message. This is helpful for when management or the board needs to send alerts, warnings, fines or simple messages to a resident

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FORUM The Forum is an open space for communication and collaboration. Unlike public social networks, only community residents can access this channel, keeping community happenings private. • Classifieds • Encourages collaboration • Create direct messages through forum topics • Private forum threads between specific groups

GUEST AUTHORIZATION Improve security with guest authorization. Residents can share an invitation with their guest, and the door attendant checks the invitation with a QR code reader or by searching and confirming the data in TownSq before granting access. Customize individual access in TownSq according to the needs of your community. Define who can see and do what in the application. Manage the community more effectively with different profiles for porters, janitors, owners, tenants, and other roles.

RESERVATIONS & CLASS/EVENT SCHEDULING No more common area reservation headaches! With TownSq, owners can reserve the ballroom, grills, courts and other spaces without having to call or email the board. This section can also be tailored to accommodate the registration of community classes and events. • Complete acknowledgement of common area rules required • Reservations, cancellations and charges report • Automatic standby line • Block residents in default (optional) • Values and terms of use visible at time of booking

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TASKS AND MAINTENANCE Never forget any task or maintenance item again. Manage all your to-dos and maintenance items with notifications and reminders as well as recurring records. To further facilitate the work of the board and management, you can privately message management and update the status of tasks. • Reminder notifications • Define user access for each task • Schedule maintenance • Designate tasks as public or private

DOCUMENTS One of TownSq's most popular features is virtual access to important documents, such as meeting minutes, financials and governing documents among others. • Access to important documents • Customizable categories • Private folders for management and Board collaboration • Increased transparency • Home listings

In addition, with TownSq, you can register residents in default, renters and dependents, set up your profile and privacy, and more, as TownSq functionalities are constantly evolving and growing.

SECURITY AND CONTROL Safety is always an extremely important issue in the community. To ensure security, it's necessary to have clear procedures for access and effective communication between the concierge and the community. With TownSq you control the entrance of visitors and service providers. • List of parties authorized to enter community updated in

real time • Registration of entrances in the community

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Our new community website solution is integrated with TownSq for a convenient, all-in-one community living experience. Promote your community with a completely custom, mobile-friendly website while providing seamless access to TownSq for board members and residents. COMMUNITY WEBSITE

• Fast and easy to set up and update • Multiple themes, fonts and colors to choose from • Multiple page templates to choose from • Preview content for approvals before publishing • Responsive web design for easy-to-read mobile and

tablet view • Unique subdomains available with support for

custom domain masking

In addition to the other communication features offered by our TownSq too and referenced in the previous section, residents will also have access to the following useful features, all in one mobile-friendly site customized to your community’s needs.

WEEKLY/MONTHLY OPERATIONAL AND FINANCIAL REPORTING

Our Manager will deliver to the Board of Directors a weekly and monthly operations and accomplishments report that may include the following data points:

ADMINISTRATION/ACCOMPLISHMENTS OF THE PERIOD • New Owner Orientations Conducted • Leases and Purchases Approved/Processed • Personnel/Payroll Update • Meetings/Events • Mass Communication Disseminated • Violations Issued • Miscellaneous Items MAINTENANCE • Projects/Tasks Accomplished (with supporting photos) • Work Orders Generated

o From Residents o From Staff o Trend Analysis

• Work Orders Completed • Asset Maintenance/Preventive Maintenance • Inventory Report VENDOR UPDATES • Scheduled Maintenance • Bids Received • Bid Analysis • Contracts Coming to Term

FINANCIAL REPORTING • Balance Sheet(s) • Income Statement(s) • Budget Analysis • General Ledger(s) • Accounts Payable • Check Disbursements • Income and Expense Projections • Any other reporting requested by the Board of Directors LEGAL UPDATE • General/Inquiries • Litigation • Collections MONTHLY CAPITAL PROJECT MANAGEMENT REPORT

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Additional reporting will be provided as required. We will work closely with the Board of Directors and all applicable committees to define all reporting capabilities and establish cadence for production.

BOARD ACCESS VIA TOWNSQ We make accessing powerful financial and management tools simple, straightforward, and available 24/7/365 via Board Member reporting portal in TownSq. Through this Access Portal, you will be able to instantly create and compile the data you need to make informed decisions on the status of your account and your community’s accounts.

Income and Expense Details

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Track Owner Delinquencies

See owner information and activities

Board Members will be able to compile and download easy to read graphical reports compatible with Microsoft Excel, Word, and Adobe Acrobat. C3 generates these reports color coded and displayed in table and graphical output. Board Members can access their accounts online through their computer, or even through their smartphones and other wireless devices.

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PREPARATION AND COMMUNICATION OF BOARD BUSINESS

Our firm will diligently and responsibly coordinate the Association’s Board of Directors meetings, Annual Meeting/Election meetings, as well as any requested committee meetings, or task force meetings. Management will provide a comprehensive Board packet of meeting materials and support information including a Manager’s Report in advance of the meeting and a set of minutes for each of meeting after it concludes. The Manager, administrative support personnel, local leadership team, and other applicable resources are deployed to ensure every meeting is properly prepared for and managed. Great care is taken to ensure that we comply with all of the requirements set forth in the governing documents and applicable statutes. Additionally, great preparation is taken to ensure that our boards and committees have all of the information they need to conduct a successful, actionable meeting. Following the meeting, our team will work diligently to ensure that decisions are carried out in a timely manner.

RESIDENT SERVICE REQUESTS AND ISSUE RESOLUTION TownSq, our revolutionary communication system, brings a web-based and mobile application to each owner and Board Member we serve. This platform allows owners to log work-orders and gives Board Members full visibility into reporting to ensure that we are quickly and efficiently resolving requests. Additionally, TownSq offers a task management module that provides seamless reporting on our resolution of open items. If an owner or Board Member is not comfortable using TownSq, we will record any requests submitted via phone or email to our office into TownSq so that a proper trail is established, monitored, and tracked to completion. Residents are regularly communicated to on the status of their request until the issue is brought to resolution.

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RECORD KEEPING

DOCUMENTS One of TownSq's most popular features is virtual access to important documents, such as meeting minutes, financials and governing documents among others. • Access to important documents • Customizable categories • Private folders for management and Board collaboration • Increased transparency • Home listings

In addition, with TownSq, you can register residents in default, renters and dependents, set up your profile and privacy, and more, as TownSq functionalities are constantly evolving and growing.

ASSOCIATION DOCUMENT MANAGEMENT PRACTICES • Governing Documents and change history – Physical copies of the Association’s governing documents, together with site plans

and other important records, will be secured in the management office. Additionally, a digital version of the documents will be maintained in the documents section of TownSq for access by the membership.

• Board and community communications, notices, election and voting records – Communications will be archived in TownSq as well as an online shared drive utilized by management and securely stored in our Citrix cloud computing environment. All other records are either archived in TownSq or are stored physically in a designated storage area onsite or in our secure records vault.

• Financial records – Stored in C3, our accounting platform. Copies of financial packages delivered to the board of directors each

month are pushed from C3 to TownSq and archived under the documents section of TownSq. All vendor invoices are processed through Strongroom, our online payables lockbox, and archived their permanently should Management or the Board of Directors wish to access these records in the future.

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• Incoming and outgoing correspondence – Depending on the nature of the correspondence, these will either be archived in our

firm’s email system or via TownSq. • Resident grievances, warning notices, suspensions and/or use fines – All stored in either C3 and/or TownSq.

We will work closely with the association to determine the best, most secure location for the archival of the association’s physical records. Wherever possible, we will aim to store all pertinent information electronically and file it under the appropriate system. If your community does not have a secure place to store important records, we can store them at our secure records vault.

POWERFUL DATA SYSTEMS AND NETWORK SECURITY

Our data facilities have an uptime of 100% and provide quadruple redundancy (systems, backup tapes, and safe off-site storage). We also regularly audit accounts with access privileges to ensure the highest level of security and integrity. Our facilities have passed the difficult SAS 70 Type II audit and continue to pass such audits regularly to ensure we have industry leading security controls and policies. We maintain dedicated security professionals with the highest levels of credentials who have intimate knowledge of the complex systems required for communities like yours.

EXTENSIVE DATA BACKUP AND IMMEDIATE DISASTER RECOVERY

We backup your data nightly and electronically transmit it off site. We have also built Associa’s technology infrastructure to secure and protect your members’ information—our system replicates all data off site and in real time to our national datacenter in Texas as well as its mirrored facility located in Arizona. In the event of inclement weather or other disasters, we connect all Associa offices to a private national network and backup all data to our datacenter that has an uptime of virtually 100%. We provide quadruple redundancy via protected processing clusters, data backup to disk, additional backup to tape libraries, and finally to off-site storage. Through virtualization we can restore all systems to full operations in our datacenter and can restore operations for a branch affected by disaster to any other Associa office or to any number of alternate working locations.

SUPPORT & GUIDANCE The delivery of our services to the Board of Directors and the owners they serve is a total team effort. While our community manager plays an active role in achieving the objectives set by the Board of Directors, your community will be fully supported by our local leadership team who will become intimately involved in the association’s operation. Additionally, your assigned manager and Board of Directors is supported by other support personnel in departments such as Accounting, Maintenance, Human Resources, Information Technology, External Affairs, Governmental Affairs, and more.

MEETING SUPPORT The Manager, administrative support personnel, local leadership team, and other applicable resources are deployed to ensure every meeting is properly prepared for and managed. Great care is taken to ensure that we comply with all of the requirements set forth in the governing documents and applicable statutes. Additionally, great preparation is taken to ensure that our boards and committees have all of the information they need to conduct a successful, actionable meeting. Following the meeting, our team will work diligently to ensure that decisions are carried out in a timely manner.

REGULAR BOARD COMMUNICATION FROM LEADERSHIP TEAM Our leadership team will be intimately involved with your community and will connect with the Board of Directors regularly to solicit feedback. Homeowners are also given our leadership team’s contact information should they wish to report any concerns or offer positive feedback of our team.

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COVENANT ENFORCEMENT Clarity is key to understanding, so clear delineation of the association’s responsibilities allows the association to optimize the use of board, committee, and volunteer resources. We view the board of directors or committee as the as the policy-making body for the association, and our managers act as advisors to the board or committee when our expertise and experience can add value. We are responsible for carrying out the directives of the homeowner's association board/committee. In this way the board/committee may delegate the day-to-day operations of the association to the manager, including: • Completing regular inspections of the property • Reporting violations of the Covenants, Rules and Regulations and Design Standards • Providing notice to homeowners whose properties are out of compliance • Working with homeowners to resolve such issues

FINANCIAL MANAGEMENT We offer a full suite of comprehensive accounting services. Our local accounting team works closely with the onsite manager, board Treasurer, and any applicable board and committee members to provide comprehensive financial reviews and custom reporting on a regular basis. Only Associa can share with you the most sophisticated and effective financial and accounting software functionality that has been developed within the community management industry.

COMPLETE CONTROL FOR COMMUNITIES (C3) C3 is our proprietary enterprise management software that tracks the full spectrum of key community operations in real-time including: • Financial and accounting management (Accounts Receivable, Accounts Payable, Budgeting, Delinquency Processing and General

Ledger posting). • Association management (work orders, maintenance, architectural and covenant tracking). • User defined custom downloadable reporting for Microsoft Word, Excel and PDF. C3 offers more than 250 reports that can be

customized for your community. • Mobile platform that allows community managers to work anywhere. • Monthly financial reports with Income Statement, Balance Sheet, General Ledger detail, A/R Aging Analysis and A/P Aging

Analysis. • Billing and collections of dues and assessments. • Investment funds monitoring and electronic funds management.

STRONGROOM | ACCOUNTS PAYABLE SYSTEM This secure invoice and payment processing software is best in class that provides both unparalleled safety and convenience. With secure access to your information you can rest assured that enterprise-level verification measures have been taken before money ever leaves your account. • Consolidated invoice and payment processing system. • Data and financial protection against fraud. • Invoice storage and management. • Board member access to review and approve invoices. • Accounting system integration. • Multiple payment solutions for quicker vendor payments.

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DATA HANDLING

To maximize security, we utilize our industry leading software and also segregate duties, while maintaining GAAP compliance to protect your funds. We have developed protocols for ensuring that only authorized parties can access your sensitive data.

SEGREGATION OF DUTIES Segregation of duties in critical in achieving internal controls, by assigning responsibility for initiating transactions and custody of assets to separate employees. This makes deliberate fraud more difficult to perpetrate and conceal because it requires the collusion of two or more people. It also increases likelihood that innocent errors will be found. At the most basic level, it means that no single individual should have unchecked control over two or more phases of a transaction or operation.

FRAUD PREVENTION PROCESSES AND TOOLS • Limited access to vendor master files. • Secure lockboxes for collection of accounts receivable due to the association. • Divided deposit and bank reconciliation procedures • Secured check stock and printing process. • Regularly updated signature cards, IPNS and authorization codes. • Mandatory Anti-Fraud training for all Centralized Accounting employees. • Appropriate departmental supervision of employees.

ASSESSMENTS Associa will manage the entire assessment process with consistency and accuracy. After meeting with the board, Associa will establish an automated delinquency policy that includes the interface with board-selected debt collection firm and/or legal group.

COMMON AREA SERVICES Of utmost importance is rapidly improving the highly visible aspects of the common areas and/or operational elements of the community. Establishing a higher standard of ongoing maintenance improves the “curb appeal” of these elements, provides a visible trend of improving conditions to the residents, and shows the ability of the community to maintain improvements. For current capital projects, we will assign dedicated senior management personnel to lend material input and share experience in the bidding and execution of similar work. We will attend meetings related to projects in question and provide executive reporting and recommendations. Community will be inspected and visited on a weekly basis to manage various activities up to and including vendor management. Visual inspections will be conducted based on criteria establish with and approved by the board. All contracts will be reviewed at the onset of the management agreement and monitored for compliance as part of the weekly interaction with the community. With the assistance of the office customer service team the CAM will distribute and monitor gate codes and pool access cards. CAM will assist the board in developing RFP’s as required.

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EMERGENCY SERVICES

We employ a call center to handle all after-hour emergencies. The resident leaves a message with the “live” operator who in turn contacts the manager and/or maintenance team. If the manager does not respond to the operator within five minutes, the call is escalated to a member of senior leadership. Should he/she fail to respond within five minutes, the call is escalated to the President. Additionally, Board Members will be provided with the cell phone numbers of the manager and senior team.

As noted in previous sections, TownSq (Management, Resident and Board Application) and C3 (Management and Accounting Platform) are fully integrated to ensure that you Association’s official records are organized, safely stored and easily accessible by all parties.

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MISCELLANEOUS

TRANSITIONING TO ASSOCIA

The transition to Associa requires great attention to detail and Associa’s corporate support, along with deploying staff weekly for on-boarding. Our corporate procedures are flexible, and Associa will adapt to the day-today needs of your association. No additional costs are associated with the transition. We have a dedicated transition team that works side by side with your manager, your current company and your association to ensure a professional, seamless transition. This process involves reviewing financials, reviewing governing documents and CC&Rs, reviewing past minutes, reviewing all vendor contracts and scopes of service, collecting all owners’ fees and balances, holding vendor walks and a meet-and-greet. If you’d like to see a sample of completed transition documents, please ask.

• Managers handle 8-10 properties, and all are Licensed Community Association Managers.

• Committees for CEC and AR are strongly recommended.

• Accepting any form of kickback is grounds for immediate discharge. To prevent we encourage a formal bid process (three

bids minimum), online invoice approval and payment (Strongroom) with various Associa reviewers/approvers. Oversight of all financials by the VP and Accounting and Finance. Vendor compliance program (verification of proper insurance and W9) and required 1099 distribution.

• References will be provided upon request.