DELAY REPORTING AND PERFECT PLANNING FOR PEAK 2023

This document is intended to provide your company with a suggested series of best practices and tips, as our valued linehaul partners, to deliver a successful Peak. Please
take the time to read this document carefully. We are excited to have you on board and look forward to your collaboration and support!

SAFETY, ACCIDENT REPORTING & SECURITY

ROC Hotline 24/7: +44 1133208665 (Main ROC Hotline), +39 800 188 520 (Toll-Free Italy), +33 805 10 24 99 (Toll-Free France), +34 900 973 292 (Toll-Free Spain)

RELAY LEARNING

We have a variety of available courses that you can take and expand your knowledge about Amazon processes and standards. Please go to Relay ->Support Centre-
>Learning Tab (direct link) to see the available training material. We strongly recommend below training modules to be completed by your teams, as they will enable your
company to perform to the expected service level standards:

 Incident Reporting
 Best Practices for Peak
 Introduction to Delivery Estimate Accuracy (mandatory)
 DEA: Perfect Planning (mandatory)
 Incident Reporting at Amazon (mandatory)

Note: These modules can be assigned and completed by drivers directly within the Relay for Drivers app.

CASE MANAGEMENT AND REPORTING DELAYS

Once an incident is detected and the scheduled positioning or arrival scheduled may be impacted due to a delay, carriers must:
 Update late truck reason (LTR) and estimated arrival time (ETA) on Relay (*)
 Raise a case if support is needed/applicable
 Add the required details in Relay OR Case (if case was raised)
(*) Note: If the delay is caused by Previous Amazon Stop, carrier must add Previous VRID in Relay as well.

Carriers can raise a case to Carrier Operations team to provide the “Late Truck Proofs” whenever needed. The topic to be used for the same is “Delay LTR Proof”. Please
note that these cases will be monitored by Carrier Operations team for Late Truck Investigations; and will not be utilized by ROC for providing In-transit support.

It is extremely important to choose the correct LTR to tackle the problems and the origin of the delays and be able to take corrective actions to minimize them in the
future, either if they are Carrier Controllable, Amazon Controllable, Node Controllable or Uncontrollable.

LTR Best Practice LTR Best Practice

Carrier Scheduling Error Update Relay with: Previous Amazon Stop Only to be used for positioning delays.
Dispatch Error - ETA & LTR Update Relay with:
Driver Error - Explanation of issue + root cause: - ETA & LTR
Driver Legal Break - GPS data (if relevant) - Explanation of issue + root cause
Driver Sick - Potential corrective actions (if any) - Previous VRID (Relay comments)
Mechanical (Tractor/Trailer) - Impact on other runs - GPS of departure from previous stop
Road Work or Closure - Impact on other runs
Truck Breakdown
Traffic
Prior Non-Amazon Load
Carrier is tracking on time Not to be used by carrier - if this provisional Amazon Schedule Error Update Relay with:
Not Late LTR has been used by ROC, carrier must - ETA & LTR
update it within 24 hours with the real delay - Explanation of issue + root cause
root cause + additional details. (AND specific details of the Scheduling error)
- Impact on other runs

Truck Accident Only to be used if the scheduled truck was Late Departure from Origin Hub Only to be used for late arrival at destination
directly involved in the accident. ARC due to Amazon controllable late depart from
Process to be followed if so. origin.

Note: Please note that a case need not be created to ROC for informing about Delays, as ROC has proactive way of identifying disruptions and acting on it depending on the
ETA provided by Carriers. All that is needed is to update Relay with ETA and correct LTR.

PERFECT PLANNING

Good planning will never fail - we recommend below best practises.

 We recommend that you ensure all tractor registrations are assigned to all loads in Relay a maximum of 2 hours before collection - ideally this activity should be
completed 12-24 hours prior to the scheduled arrival time of the planned load.
 We strongly recommend you should have a proactive mechanism that can ensure that drivers are in place for each shift and you to check the plans ahead and
make sure that everything is in place, e.g. If there is a change in the plan, this needs to be confirmed on all systems to avoid potential issues.
 Ensure that your dispatchers/planners place a buffer between different loads. This will allow time for Amazon to replace trucks which might be delayed at a
previous stop. We recommend a minimum of 1-2 hours of buffer for offloading at any given site and loading at the same site, with the same truck.
 We recommend that dispatchers/planners double confirm with your drivers before loading if they have sufficient working hours to execute as per schedule.
 Drivers should have the ability to swiftly communicate to your planning team any unforeseen events that impact their working hours.
 We recommend that dispatchers/planners monitor trucks stationary for more than 30 minutes.
 If you are not able to recover or the ETA for the replacement driver is later than scheduled arrival time, reject the load as soon as possible and let ROC know via
case so they will be able to address the issue by filling the gap with an alternative solution.

RELAY APP FOR DRIVERS (R4D)

 Drivers when performing Amazon jobs should use the R4D application.
 Drivers should perform all 4 steps of the R4D application driver inputs (check-in at origin, assign ID, check-out from origin and finally check-in at the destination
site).
 The preferred navigation method is the Relay inbuilt navigation platform (the HERE navigation) which assists with new sites or new drivers visiting a site for the
first time. The navigation also aims to advise the best route to take, avoiding traffic, low bridges and any restricted routes the vehicle may not be able to follow.
Please see poster in attachments section on how to start using R4D navigation feature.

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 Amazon jobs ideally should have a driver and a registration assigned to the VRID 1 hour (or more) prior to the scheduled arrival time at the origin site.
Any issues with the application should be highlighted to the carrier manager (or COM specialist if applicable) with screenshots of the issue.