Policy Effective June 11, 2020 
STEINWAY AUTHORIZED SERVICE PLANS GUIDELINES DURING COVID-19
In light of the COVID-19 pandemic, Steinway & Sons (“Steinway”) has established the following on-site work policies and procedures (the “Guidelines”) for authorized independent technicians and Steinway service plan customers to follow before and during service appointments at customer locations. Authorized technicians will be responsible for their compliance with the Guidelines. We are focused on keeping authorized technicians and customers safe during this complex time.
CUSTOMERS AND TECHNICIANS ARE EACH REQUIRED TO STAY INFORMED ON THE MOST CURRENT LOCAL AND STATE LAWS AND REGULATIONS GOVERNING IN-HOME/IN-LOCATIONS SERVICE VISITATIONS. CUSTOMERS AND TECHNICIANS EACH UNDERSTAND THAT THIS PLAN DOES NOT OFFER LEGAL ADVICE REGARDING CURRENT COVID-19 REGULATIONS. FURTHER, THE AUTHORIZED TECHNICIANS ARE INDEPENDENT CONTRACTORS OF STEINWAY, INC. (D/B/A STEINWAY & SONS) AND THEREFORE STEINWAY CANNOT ENSURE THEIR COMPLIANCE WITH THESE GUIDELINES AND IS NOT LEGALLY RESPONSIBLE OR LIABLE FOR THE ACTIONS OF THESE TECHNICIANS. BY SCHEDULING AND BOOKING A SERVICE APPOINTMENT, BOTH THE CUSTOMER AND TECHNICIAN ARE EACH AGREEING THAT EACH HAS REVIEWED THEIR LOCAL AND STATE REGULATIONS WHERE THE APPOINTMENT LOCATION IS SITUATED AND CONFIRMED THAT SUCH SERVICE IS ALLOWED IN THAT LOCATION, AND THAT EACH WILL COMPLY WITH THESE GUIDELINES AND ALL APPLICABLE FEDERAL, STATE AND LOCAL LAWS. IN ADDITION, BY SCHEDULING AND BOOKING A SERVICE APPOINTMENT, BOTH THE CUSTOMER AND TECHNICIAN EACH AGREE THAT IN OFFERING AND FOR PERFORMING THE SERVICES UNDER THE STEINWAY SERVICE PLAN, STEINWAY SHALL HAVE NO LIABILITY RELATING TO COVID-19, INCLUDING THE TRANSMISSION THEREOF, OR ANY OTHER INFECTIOUS DISEASE, AND EACH PARTY HEREBY WAIVES ANY SUCH CLAIMS AGAINST STEINWAY.
Note: “Social distance/distancing” as used throughout the Guidelines means maintaining a distance of at least 6 feet from all individuals. “Workspace” as used throughout the plan means the space/room where the piano being serviced is located and is the space/room where the technician will spend most of their time working.
To prevent/minimize the exposure to COVID-19, the following measures must be followed.
a. In-home service visits must be by appointment only. When a customer makes a service appointment, they will be required to complete a Daily Self-Screening Health Checklist (“Checklist”), which will be provided by Steinway, on the morning of the appointment. If the Checklist indicates that the customer is not permitted to move forward with an appointment, then the service appointment will be canceled and should be rescheduled for a later date pursuant to the time frames in Sections 2(n)-(o), as applicable to a customer.
b. Customers are gently reminded to social distance with technicians at all times. During the appointment, there should be no other person within 6 feet of the technician or generally within the technician’s workspace. Customers should not spend more than 10 minutes in the same room as the technician. While in the same room with the technician, Customers should wear facial coverings at all times that cover their mouth and nose and that do not contain an exhalation valve. In the event a customer is not able to social distance from the technician, or is not willing to or is unable to wear a facial covering while in the same room, the technician may not be able to complete the job and the appointment may be rescheduled.
c. Since all service payments are made through a Steinway website, no money should be exchanged during the appointment. If a customer wants to provide a cash tip for the technician, cash must be put in an envelope and placed on the piano. NOTE: Cash tips are at the customer’s discretion and are not expected nor compulsory.
d. In order to spread out unnecessary social contact and prevent overcrowding, customers must not schedule additional non-Steinway service providers or in-home deliveries during the piano service appointment.
e. Customers should remove all personal items from on top of and around the piano to clear workspace for the technician.
2. PIANO TECHNICIANS
a. On the morning of each appointment, piano technicians are required to complete a Checklist, which will be provided by Steinway. If the Checklist indicates that the technician is not permitted to move forward with an appointment, then all future service appointments will be cancelled pending the time frames in Sections 2(n)-(o) and the Technician Services Coordinator will reassign appointments.
b. Piano technicians are required to wear face masks which cover both the nose and mouth and that do not contain an exhalation valve before entering a customer’s home. Face coverings must remain in place for the duration of the service visit, unless with the permission of the customer, the technician is alone in a room by themselves. Even in such event, a mask must be readily available to put on at all times in case of unanticipated encounters. Masks must be cleaned or replaced at the end of each day and may not be shared.
c. During the visit, technicians will adhere to all local social distancing guidelines and strive to reduce social interactions while in the customer’s home. Technicians are reminded not to shake hands or have any physical contact with customers.
d. It is recommended that technicians wash their hands as soon as they arrive at the appointment with permission of the customer. Technicians should also carry hand sanitizer or hand sanitizing wipes for when hand washing is not possible.
e. Technicians will carry disinfectant wipes and will clean the piano keys, bench, and other high-touch areas of the piano after the appointment. If possible, Technician should refrain from handling customer iPads and other customer property. Technician must wipe down all items that have been handled.
f. Technicians should wear disposable gloves during the appointment, so long as gloves do not interfere with the performance of service duties.
g. Technicians must remove shoes upon entering the customer’s home or wear disposable shoe covers during the appointment. If shoes need to be worn in the home for the technician’s safety or health reasons, the technician should get the permission of the customer.
h. Technicians should refrain from using customer bathrooms.
i. Technicians must politely refuse food and beverages offered by the customer and must refrain from eating or drinking while in the customer’s home.
j. Technicians should not stray from the workspace during the appointment and should not enter other rooms of the customer’s home.
k. Training will be provided by the Technician Services Coordinator to technicians on these Guidelines. Technicians must complete the training before accepting any appointments.
l. Technicians must clean tools used during the appointment and tool cases at the beginning and end of each workday. Use disinfecting wipes or spray disinfectant on a microfiber soft cloth. In addition, Technicians should carry a clean blanket or towel to place their tool case on while performing work. The blanket/towel should be washed after each workday.
m. IF A TECHNICIAN BEGINS EXPERIENCING COUGH, SHORTNESS OF BREATH OR DIFFICULTY BREATHING, FEVER, CHILLS, MUSCLE PAIN, SORE THROAT OR NEW LOSS OF TASTE OR SMELL WHILE WORKING IN A CUSTOMER HOME, the technician should immediately pack up their belongings and return to their car. They should call the Technician Services Coordinator and otherwise seek medical attention. The Service Coordinator will inform the customer in whose home the infected technician was in if there is a confirmed case of COVID-19 of a technician.
n. If a technician is sick, he or she must self-isolate at home:
i. If the technician has not been tested or has tested negative: Remain isolated at home until at least 3 days after fever is gone and other symptoms are better.
ii. If the technician has been tested and is waiting for results: Remain isolated at home until your provider contacts you with the results.
iii. If a technician tests positive, self-isolate for 14 days and until his/her illness is better: Remain isolated at home until at least 14 days have passed since the date of their positive COVID-19 test result AND, if ever symptomatic, at least 7 days have passed since recovery (resolution of fever and substantial improvement in respiratory symptoms).
iv. FOLLOWING THE TIME PERIODS SPECIFIED IN 2(n)(i) through 2(n)(iii) above, and in consultation with the Technician Services Coordinator and medical professionals where appropriate, the technician may be designated as available for service through the Service Plan and may accept appointments.
o. If a technician has had close contact with a person with COVID-19 for a prolonged period of tim: the technician should notify the Technician Services Coordinator and follow the above protocol for a positive case.
For any questions or comments regarding this Guidance, please contact the Technician Services Coordinator at firstname.lastname@example.org.
 These Guidelines are subject to change without prior notice from Steinway pursuant to federal, state and local requirements and health guidance.