Free maintenance presents a challenge to the way that we calculate service retention at NASB. This session will focus on existing OEM free maintenance programs, who bears the cost of maintaining these programs, and how OEMs consider these customers retained or not. We believe this session could result in some adjustments to our service retention calculations based on differences between OEMs. It’s critical we validate this growing area of the business to ensure our retention calculations are accurate. This session is best attended by steering committee members or data gatherers and will focus on discussion about how to handle this from a metrics/measurement perspective.