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H@S@EAZGOM

Y@\SGI@ IAOI@ZXYIA\@NOH

YPZZE@B@OXN\W@E@B@OXY

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A]O@\YFGZ

+ SNEP@

NHH@H

YPB AC NEY@\SGI@IABZAO@O

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ZENOOGOM NOM I\@NXGOMY@\SGI@Y!N s`rvgi` prahuit iabprgs`s nee `e`b`ots acs`rvgi` p`rcarbnoi`, latf tnomgle` noh gotnomgle`

tfnt ir`nt` vneu` car iustab`rs

!Xf` s`rvgi` iaoi`pt gs r`pr`s`ot`h ly4!N iar` prahuit (l`o`cgt)!Niiabpnog`h ly suppe`b`otnry s`rvgi`s

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ZENOOGOM NOM I\@NXGOMY@\SGI@Y!Go bntur` gohustrg`s, iar` prahuits act`o l`iab`iabbahgtg`s

!Yuppe`b`otnry s`rvgi`s f`ep ta hgcc`r`otgnt` iar`prahuits noh ir`nt` iabp`tgtgv` nhvnotnm` ly4

!Cnigegtntgom us` ac iar` prahuit (n s`rvgi` ar nmaah)!@ofnoigom tf` vneu` noh npp`ne ac tf` iar`prahuit

!Zg`rr` @gme`r noh @rgi Enom`nrh bah`e

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!"#

%&'()*+" ,+"-

:'.&'()*+" ,+"Bnrk`tgom Zasgtgaogom(w`gmft`h tawnrh `vgh`oi`)

Yfastniks Bae`iuenr

Bah`e4 Xatne Bnrk`t

@otgty

Hgstrglutgao

Atf`r Y`rvgi`Ifnrnit`rgstgis

IA\@

L@O@CGX

Zrgi`

>

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!"#

%&'()*+" ,+"-

:'.&'()*+" ,+"Bnrk`tgom Zasgtgaogom(w`gmft`h tawnrh `vgh`oi`)

Yfastniks Bae`iuenr

Bah`e4 Znss`om`r

Ngrego` Y`rvgi`

Hgstrglutgao

Zr`- &Zastcegmft

Y`rvgi`

Y`rvgi`Cr`qu`oiy

Go-cegmft

Y`rvgi`

Caah &

Hrgok

S`fgie`

Xrnospart

Zrgi`

>

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!"#

%&'()*+" ,+"-

:'.&'()*+" ,+"Bnrk`tgom Zasgtgaogom(w`gmft`h tawnrh `vgh`oi`)

Yfastniks

Bae`iuenr Bah`e4

Fngriut Y`rvgi`

Hgstrglutgao

L`nuty

Zrgi`

>

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H@YGMOGOM N Y@\SGI@IAOI@ZX!9 Iabpao`ots ac Y`rvgi` Iaoi`pt!Iar` Zrahuit!I`otrne iabpao`ot tfnt suppeg`s tf` prgoigpne, pralsaevgom l`o`cgts iustab`rs s``k

!@x4 Xrnospart, Iaosuetnoiy!Yuppe`b`otnry Y`rvgi`s!Numb`ot tf` iar` prahuit, cnigegtntgom gts us` noh`ofnoigom gts vneu` noh npp`ne

!@xt`ot ac suppe`b`otnry hgcc`r`otgnt`h crab iabp`t

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H@YGMOGOM N Y@\SGI@IAOI@ZX!H`egv`ry Zrai`ss`s!Ps`h ta h`egv`r latf tf` iar` prahuit noh `nif ac tsuppe`b`otnry s`rvgi`s

!Nosw`r tf` caeeawgom gssu`s4!Faw tf` hgcc`r`ot s`rvgi` iabpao`ots nr`h`egv`r`h ta tf` iustab`r

!Xf` ontur` ac tf` iustab`rs rae`!Faw eaom h`egv`ry ensts!Xf` pr`sirgl`h e`v`e noh stye` ac s`rvgi` ta l`acc`r`h

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H@YGMOGOM N Y@\SGI@IAOI@ZX!H`egv`ry Zrai`ss`s!8 Int`marg`s fns hgcc`r`ot gbpegintgaos car ap`rntgaoprai`hur`s, h`mr`` ac iaotnit, noh r`qugr`b`ots car

suppe`b`otnry s`rvgi`

!@x4 Z`ape` Zrai`ssgom bar` suppe`b`otnrys`rvgi` ]fy1

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>0="79+)'(4&.98"

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HAIPB@OXGOM H@EGS@\WY@^P@OI@AS@\ XGB@!Bust nhhr`ss s`qu`oi` go wfgif iustab`rs wgee us` `nif iar` nosuppe`b`otnry s`rvgi`

!H`t`rbgo` nppraxgbnt` e`omtf ac tgb` r`qugr`h car `nif st`p!Iustab`rs bny luhm`t n sp`igcgi nbauot ac tgb` car no nitgvgt

!Gocarbntgao sfaueh r`ce`it maah uoh`rstnohgom ac iustab`rs,`sp`igneey tf`gr4

!O``hs!Fnlgts!@xp`itntgaos

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]FNX FNZZ@OY, ]F@O, GO ]FNX Y@^P@OIXGB@ HGB@OYGAO GO NPMB@OX@H Z\AHPIX

L`car` Sgsgt

J"/"82&@

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CEA]IFN\XGOM Y@\SGI@ H@EGS@\WF@EZY XA IEN\GCW Z\AHPIX @E@B@OXY

!Acc`rs wny ta uoh`rstnoh tatnegty ac iustab`rss`rvgi` `xp`rg`oi`

!Ps`cue car hgstgomugsfgom l`tw``o iar` prahuitgts`ec noh s`rvgi` `e`b`ots tfnt suppe`b`ot iar`

!\`stnurnots4 Caah noh l`v`rnm` (iar`)!\`s`rvntgaos (suppe`b`otnry s`rvgi`s)

!Yfaws faw ontur` ac iustab`r govaev`b`ot wgts`rvgi` armnogzntgaos vnrg`s ly typ` ac s`rvgi`

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YGBZE@ CEA]IFN\X CA\ H@EGS@\W AC NZ@AZE@-Z\AI@YYGOM Y@\SGI@

5&86 1&8 1="06 :'>N"'7 4)(=.

)' J

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B?&."8O 5

&. K

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YGBZE@ CEA]IFN\X CA\ H@EGS@\W ACB@OXNE YXGBPEPY-Z\AI@YYGOM Y@\SGI@

M"'.&+ >@-9+9/ 58"+"0.

1=&''"+

F)"Y 58"/"'.&@

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YGBZE@ CEA]IFN\X CA\ H@EGS@\W AC NOGOCA\BNXGAO-Z\AI@YYGOM Y@\SGI@

:';

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INO WAP

CEA]IFN\X XF@@O\AEEB@OX GOHEYP-H1

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XF@ CEA]@\ AC Y@\SGI@

!Xf`r` nr` twa typ`s ac suppe`b`otnry s`rvgi`s!Cnigegtntgom4 `gtf`r o``h`h car s`rvgi`h`egv`ry, ar f`ep go tf` us` ac tf` iar` prahuit

!@ofnoigom4 nhh `xtrn vneu` car tf` iustab`!Go n w`ee-bnonm`h s`rvgi` armnogzntgao, tf`p`tnes noh iar` nr` cr`sf noh w`ee-carb`h

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XF@ CEA]@\AC Y@\SGI@

Iar`

Gocarbntgao

Iaosuetntgao

Arh`r Xnkgom

Faspgtnegty

Znyb`ot

Lgeegom

@xi`ptgaos

Ync`k``pgom

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FA] XA H@X@\BGO@ ]FNXYPZZE@B@OXN\W Y@\SGI@Y YFAPEHL@ACC@\@H!

Z`ape`-prai`ssgom noh fgmf-iaotnit s`rvgi`st`oh ta fnv` bar` suppe`b`otnry s`rvgi`s

!Bnrk`t pasgtgaogom strnt`my f`eps ta h`t`rbgo`wfgif suppe`b`otnry s`rvgi`s sfaueh l` goieuh`h

!Cgrbs tfnt acc`r hgcc`r`ot e`v`es ac s`rvgi` act`onhh `xtrn suppe`b`otnry s`rvgi`s car `nifupmrnh` go s`rvgi` e`v`e

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FA] XA H@X@\BGO@ ]FNXYPZZE@B@OXN\W Y@\SGI@Y YFAPEHL@ ACC@\@H!

Oat `v`ry iar` prahuit gs surrauoh`h lysuppe`b`otnry `e`b`ots crab nee `gmft ieust`rs

!Ontur` ac prahuit f`eps ta h`t`rbgo`4!]fgif suppe`b`otnry s`rvgi`s bust l`acc`r`h!]fgif bgmft us`cueey l` nhh`h ta `ofnoi`vneu` noh `ns` ac hagom lusgo`ss wgtf tf`armnogzntgao

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CNIGEGXNXGOM GOCA\BNXGAO

!Iustab`rs act`o r`quggocarbntgao nlaut faw ta

altngo noh us` n prahuits`rvgi`.

!@xnbpe`s ac `e`b`ots!Hgr`itgaos ta s`rvgisgt`!Yif`hue`/s`rvgi` f!Zrgi`s!

Iaohgtgaos ac sne`!Psnm` gostruitgaos

Iar`

CNIG GXNXGOM

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CNIGEGXNXGOM A\H@\ XNKGOM

!Iustab`rs o``h ta koaw wfnt gsnvngenle` noh bny wnot ta s`iur`

iabbgtb`ot ta h`egv`ry. Xf` prai`

sfaueh l` cnst noh sbaatf.

!Nppegintgaos!B`bl`rsfgps go ieuls/pramrn!Yulsirgptgao s`rvgi`s (`.m., u!Zr`r`qugsgt` lns`h s`rvgi`s

(`.m., cgonoigne ir`hgt,

iaee`m` `oraeeb`ot)

!Arh`r @otry!Ao-sgt` arh`r cuecgeeb`ot!Bnge/t`e`pfao`/`-bnge/w`l ar

!\`s`rvntgaos noh If`ik-go!Y`nts/tnle`s/raabs!S`fgie`s ar `qugpb`ot r`otne!Zrac`ssgaone nppagotb`ots

Iar`

CNIGEGXNXGOM

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CNIGEGXNXGOM LGEEGOM !Faw buif ha G aw` y

!Lgees sfaueh l` ie`nr,niiurnt`, noh got`eegmgle`.

!Z`rgahgi stnt`b`ots acniiauot nitgvgty

!Govagi`s car gohgvghunetrnosnitgaos!S`rlne stnt`b`ots ac nbhu`

!Y`ec-lgeegom (iabput`h lyiustab`r)

!Bnifgo` hgspeny ac nbauhu`

Iar`

CNIGEGXNXGOM

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CNIGEGXNXGOM ZNWB@OX ! Iustab`rs bny pny cns

noh bar` if``rcueey gc y

bnk` trnosnitgaos sgbp

iaov`og`ot car tf` iusta! Y`ec-Y`rvgi`! Gos`rt inrh, insf ar tak`o gota bnifgo`! @e`itraogi cuohs trnosc`r! Bnge n if`ik! @ot`r ir`hgt inrh oubl`r aoego`

! Hgr`it ta Zny`` ar Got`rb`hgnry! Insf fnohegom ar ifnom` mgvgom! If`ik fnohegom! Ir`hgt/ifnrm`/h`lgt inrh fnohegom! Iaupao r`h`bptgao

! Nutabntgi H`huitgao crab Cgonoigne H`pas!Nutabnt`h syst`bs (`.m., bnifgo`-r`n

tgik`ts tfnt ap`rnt` `otry mnt`)

! Fubno syst`bs (`.m., taee iaee`itars)

Iar`

@OFNOIGOM

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@OFNOIGOM IAOYPEXNXGAO ! Sneu` ino l` nhh`h ta m

noh s`rvgi`s ly acc`rgom

nhvgi` noh iaosuetntgao

tngear`h ta `nif iustabo``hs noh sgtuntgao.

! Iustabgz`h nhvgi`! Z`rsaone iauos`egom! Xutargom/trngogom go prah

us`

! Bnonm`b`ot ar t`ifogiiaosuetgom

Iar`

@OFNOIGOM

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@OFNOIGOM YNC@K@@ZGOM ! Iustab`rs pr`c`r oat ta

nlaut eaakgom nct`r tf` p

pass`ssgaos tfnt tf`y lr

wgtf tf`b ta n s`rvgi` sg

! Ifgeh inr`, p`t inr`! Znrkgom car v`fgie`s, vne`t ! Iant raabs! Lnmmnm` fnohegom! Ytarnm` spni`! Ync` h`pasgt lax`s! Y`iurgty p`rsaoo`e

Iar`

@OFNOIGOM

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@OFNOIGOM YNC@K@@ZGOM ! Inrgom car Maahs Zurif

(ar \`ot`h) ly Iustab`

! Zniknmgom! Zgikup! Xrnospartntgao noh h`! Gostneentgao! Gosp`itgao noh hgnmoa! Ie`nogom! \`cu`egom! Zr`v`otgv` bngot`ono! \`pngr noh r`oavntga

Iar`

@OFNOIGOM

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@OFNOIGOM @VI@BZXGAO ! Iustab`rs nppr`ignt` sa

ce`xglgegty wf`o tf`y bnk

sp`igne r`qu`sts noh `xp

r`spaosgv`o`ss wf`o tfhaot ma niiarhgom ta pen

! Yp`igne \`qu`sts go NhvY`rvgi` H`egv`ry

! Ifgehr`os o``hs! Hg`tnry r`qugr`b`ots! B`hgine ar hgsnlgegty o`! \`egmgaus als`rvnoi`s

Iar`

@OFNOIGOM

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@OFNOIGOM @VI@BZXGAO ! Fnohegom Yp`igne Iabbuog

! Iabpengots! Iabpegb`ots!

Yumm`stgaos! Zrale`b Yaevgom

! ]nrrnotg`s noh munrnot``s! \`saevgom hgccgiuetg`s tfnt nr

usgom tf` prahuit

! \`saevgom hgccgiuetg`s inus`hniigh`ots,

! s`rvgi` cngeur`!Nssgstgom iustab`rs wfa fnv`

succ`r`h no niigh`ot ar n

b`hgine b`rm`oiy

!\`stgtutgao!\`cuohs noh iabp`osntgao!Cr`` r`pngr ac h`c`itgv` maahs

Iar`

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BNONM@\GNE GBZEGINXGAOY

!Xa h`v`eap prahuit paegiy noh prgigom strnt`my, bnonm`o``h ta h`t`rbgo`!]fgif suppe`b`otnry s`rvgi`s sfaueh l` acc`r`h ns n stnohnrpniknm` niiabpnoygom tf` iar`

!]fgif suppe`b`otnry `e`b`ots iaueh l` acc`r`h ns aptgaos cano `xtrn ifnrm`

!Go m`o`rne, cgrbs tfnt iabp`t` ao n eaw-iast, oa-crgeeslnsgs o``hs c`w`r suppe`b`otnry `e`b`ots tfno tfas`

bnrk`tgom xp`osgv`, fgmf-vneu`-nhh`h s`rvgi`s

!@nif ceaw`r p`tne bust r`i`gv` iaosgst`ot inr` nohiaoi`ro ta r`bngo cr`sf noh npp`negom

L\NOHGOM

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L\NOHGOM

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L\NOHGOM CA\ Y@\SGI@ Z\AHPIXY

!N prahuit gbpeg s n h`cgo`h noh iaosgst`ot luohe` acautput noh nesa nlgegty ac cgrb ta hgcc`r`otgnt` gts luohe` acautput crab iabp`tgtars

!Y`rvgi` cgrbs ino hgcc`r`otgnt` tf`gr prahuits go sgbgenrcnsfgao ta vnrgaus bah`es acc`r`h ly bnoucnitur`rs

!Zravgh`rs ac bar` gotnomgle` s`rvgi`s nesa acc`r n b`oac prahuits

!\`pr`s`ot no nss`bley ac `e`b`ots tfnt nr` lugetnrauoh tf` iar` prahuit

!Bny goieuh` i`rtngo vneu`-nhh`h suppe`b`otnrys`rvgi`s

M A Y I A I Y

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L\NOHGOM CA\ Y@\SGI@ Z\AHPIXY

!Bast s`rvgi` armnogzntgaos acc`r n ego` acprahuits rntf`r tfno dust n sgome` prahuit

!Xf`y bny ifaas` nbaom tfr`` lranhnet`rontgv`s4

>. Ygome` lrnoh ta iav`r nee prahuits nohs`rvgi`s

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ACC@\GOM N L\NOH@H @VZ@\G@OI@

!Lrnohgom ino l` `bpeay`h nt latf iarparnt`nohprahuite`v`es!Iarparnt` lrnoh4!@nsgey r`iamogz`h!Faehs b`nogom ta iustab`rs!Ytnohs car n pnrtgiuenr wny ac hagom lusgo`ss

!Zrahuit lrnoh4!F`eps cgrb iabbuogint` hgstgoitgv` `xp`rg`oi`s noh l`o`cgts nssaignt`h wn sp`igcgi s`rvgi` iaoi`pt

!Bavgom tawnrh lrnoh`h iustab`r `xp`rg`oi` goieuh`s4!Ir`nt` lrnoh prabgs`!Yfnp` truey hgcc`r`otgnt`h iustab`r `xp`rg`oi`!Mgv` `bpeay``s skgees, taaes, noh suppartgom prai`ss`s ta h`egv`r prabgs`!B`nsur` noh baogtar

H@S@EAZB@OX AC O@] Y@\SGI@Y

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H@S@EAZB@OX AC O@] Y@\SGI@Y

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O@] Y@\SGI@ INX@MA\G@Y

>. Bndar s`rvgi` gooavntgaos!O`w iar` prahuits car

pr`vgausey uoh`cgo`h bnrk`ts

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N FG@\N\IFW ACO@] Y@\SGI@ INX@MA\G@Y

9. Zrahuit-ego` `xt`osgaos!Nhhgtgaos ta iurr`ot prahuit ego`s

8. Zrai`ss-ego` `xt`osgaos

!Net`rontgv` h`egv`ry prai`hur`s

N FG@\N\IFW AC

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N FG@\N\IFW ACO@] Y@\SGI@ INX@MA\G@Y

0. Yuppe`b`otnry s`rvgi` gooavntgaos!Nhhgtgao ac o`w ar gbprav`h cnigegtntgom ar

`ofnoigom `e`b`ots

=. Y`rvgi` gbprav`b`ots!Bah`st ifnom`s go tf` p`rcarbnoi` ac

iurr`ot prahuits

N FG@\N\IFW AC

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N FG@\N\IFW ACO@] Y@\SGI@ INX@MA\G@Y

=. Ytye` ifnom`s!Sgsgle` ifnom`s go s`rvgi` h`sgmo ar sirgpts

\@@OMGO@@\GOM Y@\SGI@Y

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\@@OMGO@@\GOM Y@\SGI@Y

!Y`rvgi` prai`ss`s ncc`it oat aoey iustab`rs, lut nesaiast, sp``h, noh prahuitgvgty wgtf wfgif h`sgr`h autiab`

nifg`v`h!\``omgo``rgom govaev`s noneyzgom noh r`h`sgmogomprai`ss`s ta nifg`v` cnst`r noh l`tt`r p`rcarbnoi`

!\uoogom tnsks go pnrnee`e gost`nh ac s`qu`oi` inor`hui`/`egbgont` h`nh tgb`

!@xnbgontgao ac prai`ss`s ino e`nh ta ir`ntgao acnet`rontgv` h`egv`ry b`tfahs tfnt iaostgtut` o`w s`rvgi`iaoi`pts

!Nhh/`egbgont` suppe`b`otnry s`rvgi`s!

\`s`qu`oi` h`egv`ry ac s`rvgi` `e`b`ots!Acc`r s`ec-s`rvgi` aptgaos

ZFWYGINE MAAHY NY N YAP\I@ AC O@]

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ZFWYGINE MAAHY NY N YAP\I@ AC O@]Y@\SGI@ GH@NY

!Y`rvgi`s ino l` luget nrauoh r`otnes4 Net`rontgv`s ta awogom pfysgine maah noh/ar hagom wark ao`s`ec!Iustab`rs ino r`otmaahsus` noh r`turo car n c``

gost`nh ac purifnsgom tf`b!Iustab`rs ino fgr` p`rsaoo`e ta ap`rnt` awo ar r`ot`h`qugpb`ot

!Noy o`w hurnle` maah bny ir`nt` o``h car nct`r-sne`ss`rvgi`s oaw noh go cutur`pass`ssgao prai`ssgom!Yfgppgom!Gostneentgao!Zrale`b-saevgom noh iaosuetgom nhvgi`!Ie`nogom noh bngot`onoi`!Ppmrnh`s!\`bavne noh hgspasne

I\@NXGOM Y@\SGI@Y NY YPLYXGXPX@Y CA\

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I\@NXGOM Y@\SGI@Y NY YPLYXGXPX@Y CA\A]OGOM NOH/A\ PYGOM MAAHY

! Hrgv` Awo Inr! Ps` Awo Iabput`r

! \`ot n Inr noh Hrgv` ! \`ot Ps` ac Iabput`

! Fgr` n Ifnucc`ur ta Hrgv`! Fgr` n Xypgst ta Xyp`

! Fgr` n Xnxg ar Egbaus! Y`oh ]ark Aut ta nY`ir`tnrgne Y`rvgi`

Awo n Zfysgine Maah

\`ot Ps` ac n

Zfysgine Maah

Z`rcarb ]arkAo`s`ec

Fgr` Yab`ao`ta Ha ]ark