Breakdown & Road Call

1 · Purpose

Andrews Logistics LP is an over-the-road trucking and logistics company operating terminals across the Gulf States and Northeast United States. This policy establishes the minimum standards and accountability framework governing all over-the-road breakdown and road call events for Andrews Logistics LP fleet assets.

It exists to ensure breakdowns are handled consistently across all terminals and service partners, costs are controlled at defined authorization levels, units are returned to service as quickly and safely as possible, and responsibility for each decision is clearly assigned and documented. This document is the authoritative source for all breakdown-related decisions. In the event of a conflict between this policy and any vendor's standard terms or informal past practice, this policy governs.

2 · Scope

This policy applies to all parties involved in the breakdown management process for Andrews Logistics LP fleet assets, including:

• MHC coordinators — third-party service coordinators acting on behalf of Andrews Logistics LP to receive, dispatch, and document road call events.
• Terminal dispatchers — Andrews Logistics LP employees who initiate breakdown calls on behalf of affected drivers.
• Shop Managers & Directors of Maintenance — personnel with designated repair approval authority.
• The Vice President of Maintenance — executive who holds final policy authority.
• Approved service vendors — tire dealers, mobile repair technicians, dealerships, and roadside assistance providers dispatched to service Andrews Logistics LP assets.

It covers all over-the-road tractors and trailers operating under Andrews Logistics LP regardless of terminal of domicile or geographic location at time of breakdown. It does not govern scheduled or planned maintenance events.

3 · Policy Statement

Andrews Logistics LP is committed to the rapid, cost-effective resolution of all over-the-road breakdown events. The following principles govern every road call:

• All breakdown calls must originate from an Andrews Logistics LP terminal dispatcher. Vendors and MHC coordinators must not initiate, accept, or act on calls placed directly by drivers.
• The goal of every road call is to return the unit to service as quickly and safely as possible, including authorizing temporary repairs when a permanent repair is not feasible roadside.
• All repair expenditures must be authorized at the appropriate approval level before work proceeds. Work performed without prior authorization may not be reimbursed.
• Tire and mechanical work must follow the approved vendor hierarchy and tire program specifications documented in the companion Procedure.
• Every repair order must be assigned to the correct terminal for billing — based on the asset's domicile terminal, not its breakdown location.
• Vendors must submit a copy of the Delivery Receipt (store number, asset number, Salesforce account name) to alimaintenance@andrewslogistics.com upon completion of any national-account tire transaction.
• This policy supersedes all prior informal practices, verbal understandings, or previous versions of the MHC Guidelines.

4 · Definitions

5 · Accountability & Authority

The Vice President of Maintenance is the policy owner and holds final authority over all breakdown decisions, vendor relationships, and exceptions. All escalations above the Shop Manager approval limit must reach the VP directly.

Terminal managers and Shop Directors of Maintenance are accountable for ensuring their dispatchers follow this policy on every call. Deviations must be documented and reported to the VP of Maintenance within 24 hours of the event.

MHC coordinators operate as service agents during road call events, bound by the approval limits, vendor hierarchy, and documentation requirements in this policy and the companion Procedure. They do not have authority to approve repairs above the Level 1 limit or to select vendors outside the approved hierarchy without terminal authorization. Andrews Logistics LP retains all final decision-making authority.

Approved vendors are expected to operate within the terms of this policy. Vendors who perform work without a valid repair order, exceed authorized amounts, or fail to submit required documentation may not receive payment.

6 · Related Documents

• Companion Procedure: OPS-001-P — Breakdown & Road Call Procedure (step-by-step process, approval matrix, vendor hierarchy, tire specs, RO creation).
• Tire Program Reference: Andrews Logistics LP Tire Program Guide — Southern Tire Mart / Bridgestone Program (March 2026).

7 · Review & Revision

This policy will be reviewed annually or following any significant change to vendor agreements, fleet composition, or organizational structure. The VP of Maintenance is responsible for initiating and approving revisions. All revised versions will be distributed to terminal leadership and MHC prior to the effective date.

Section 1 · Call Intake & Information Gathering

Step 1 — Receive the call from the terminal dispatcher

All outside maintenance events — breakdowns, unscheduled repairs, and Loves/TA service stops — begin when an Andrews Logistics LP terminal dispatcher contacts MHC. The coordinator must confirm the following before opening any repair order or dispatching any vendor:

• Unit type — tractor or trailer
• Unit number
• Domicile terminal (required for correct bill-to — enter the 4-digit terminal number in the Bill-To Terminal field on the RO)
• Event location — city, state, nearest mile marker or vendor address
• Nature of the event — breakdown, DOT repair, or tire event

If any information is unavailable, log the full conversation in the RO public notes field and proceed. Do not delay dispatch waiting for missing admin data.

Step 2 — Determine the bill-to terminal

• Tractor event: bill-to = the tractor's domicile terminal.
• Trailer event: identify the tractor currently pulling the trailer — the tractor's domicile terminal is the bill-to.
• If the tractor is unknown, ask the dispatcher where the trailer originated from.
• Any uncertainty must be documented in the RO public notes and resolved before the RO is closed.

Section 2 · Repair Approval

All repair costs must be authorized at the appropriate level before work proceeds:

Step 1 — Obtain approval when required

• Make 2–3 call attempts within 10–15 minutes to reach the appropriate approver.
• Contact numbers for each terminal's Shop Manager and Director are in the MHC contact list.
• If the Shop Manager cannot be reached after three attempts, escalate directly to the VP of Maintenance.
• For Loves/TA outside maintenance: only reactive repairs and DOT-related items may be approved during unscheduled events. Routine maintenance must be completed at the terminal unless specifically approved otherwise.
• Verbal approvals require documentation in the RO notes prior to closing — verbal approval alone is not sufficient.

Section 3 · Vendor Selection

Tire Events

Step 1 — Select the appropriate tire vendor

• Southern Tire Mart — primary vendor for all Bridgestone tire work.
• Snider Fleet Solutions or Ziegler Tire — primary vendors for Michelin tire work (Northeast region).
• Primary vendors must respond within a 60–90 minute service window. If exceeded, select the next closest national account vendor.
• Refer to Appendix A for terminal-specific tire brand specifications.

Step 2 — Submit national-account tire documentation (vendor requirement)

For any tire transaction billed to an Andrews Logistics LP national tire account, the vendor must:

• Email a copy of the completed Delivery Receipt (DR) to alimaintenance@andrewslogistics.com
• Include: store number, asset number, and photos of the damaged tire(s).
• Submit all documentation within one business day of work completion.

Failure to submit required documentation may result in a delay or dispute of payment. This is in addition to — not a substitute for — the standard MHC repair order.

Mechanical Events

Step 3 — Select the appropriate mechanical vendor

• Peterbilt Dealer — when the repair requires a dealership. Notify Chris Hudson immediately when opening a dealer RO.
• MHC Mobile Vendor Network — use MHC's vendor rating system to identify the nearest qualified mobile technician.
• Independent shops (e.g., VIX, Sexton) — authorized only when all preferred vendors are unavailable.

The objective is to authorize the minimum repair necessary to safely return the unit to the domicile terminal. A temporary roadside repair that restores mobility is preferable to an extended on-road wait for a complete repair.

Section 4 · Tire Replacement Standards

Step 1 — Verify approved tire sizes

• Low Pro 22.5
• 11R22.5
• 445/50R22.5 (Super Single / Ultra-Wide Base)

Step 2 — Apply correct cold tire pressure

Step 3 — Observe on-road purchase quantity limits

The following may be purchased without additional approval. Any quantity above these limits requires portal or terminal approval first.

Step 4 — Confirm correct rim offset for super single replacements

• Tractor: zero offset rim
• Trailer: 2-inch offset rim

Confirm offset before authorizing purchase. An incorrect offset will cause alignment problems and uneven wear.

Step 5 — Apply terminal tire program specifications

Tire brand selection must follow the domicile terminal's program, not the breakdown location. See Appendix A for the full terminal-by-terminal table. When no preferred brand is available, a highway-rated tire (e.g., Yokohama) may be used solely to return the unit to the terminal.

Section 5 · Repair Order Creation in Fleetrock

Step 1 — Create repair orders (up to three per event)

Each event may require up to three separate repair orders (one RO per vendor). All ROs must reflect the correct domicile terminal and asset group before submission.

• RO 1 — Service Call Fee: always create first (~$90 flat fee). Notes should reference all associated events.
• RO 2 — Mechanical Repair: create if mechanical work was performed. Labor and parts itemized separately from tire work.
• RO 3 — Tire Work: always a separate RO from mechanical repair, even if both occurred in the same event.

Step 2 — Use pre-loaded national account vendors

Do not request a new vendor account. The following are pre-loaded in Fleetrock:

• Bridgestone — default account loaded
• Michelin — default account loaded
• Continental — default account loaded
• All Loves and TA locations — default account loaded
• All Peterbilt dealers — use MHC road service, which is loaded

Step 3 — Finish and document the RO in Fleetrock

• Update RO status to Finished once the unit is confirmed back in service.
• Fill in any fields left blank during intake before closing.
• Apply the PO to the RO before the event when possible to reduce turnaround issues.
• Any repair exceeding $10,000 must be flagged to the VP of Maintenance after closure.

Section 6 · Loves / TA Outside Maintenance Events

Applies when a driver enters Loves, TA, or another approved external vendor for a reactive or unscheduled maintenance event.

Step 1 — Initiate the event (terminal dispatcher contacts MHC)

• The terminal dispatcher contacts MHC immediately when the driver is onsite at the vendor.
• MHC completes intake per Section 1 and confirms event type: reactive repair or DOT-related item only.
• Only reactive repairs and DOT-related items may be approved. Routine maintenance may not be added without separate approval.

Step 2 — Obtain approval for the repair

Approval follows the standard matrix in Section 2.

Step 3 — MHC creates and manages the RO

• MHC creates the RO in Fleetrock and sets status to In Progress once work begins.
• MHC adds the PO to the vendor portal — Shop Connect (Loves) or eShop (TA).
• Once the driver is back in service, MHC updates RO status to Finished and holds pending invoice processing.

Key Contacts

Gulf States Region

Primary vendor: Southern Tire Mart

Gulf States — Bridgestone Program (295/75R22.5)

Northeast Region

Mix of Michelin and Bridgestone programs

Northeast — Michelin Spec (Ziegler / Snider)