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DocuSign Envelope ID: D4193A34-E6C4-4761-996E-B77B3804F2ED <br />SIEMENS <br />i{ fore fe- <br />Scope of Services <br />The Service Offering proposed in this agreement are specifically designed for City of Santa Ana to <br />meet the mutually agreed upon: <br />1. EMERGENCY RESPONSES <br />2. TECHNOLOGYAUDIT <br />3. HVAC CONTROL SERVICES — AUTOMATION <br />4. HVAC CONTROL SERVICES — MECHANICAL <br />5. TRAINING <br />EMERGENCY RESPONSES <br />Phone Number to Call: 800-806-0886 <br />You may place a service call to the above phone number if the facility you are calling about has <br />previously been setup in our system. <br />Emergency Online/Phone Response <br />Billable Service: System and software troubleshooting and diagnostics will be provided remotely <br />to enable faster response to emergency service requests and to reduce the costs and disruptions <br />of downtime. Siemens will respond within 2 hours, Monday through Sunday, 24 hours per day, <br />including Holidays, upon receiving notification of an emergency, as determined by your staff and <br />Siemens. Siemens will furnish and install the necessary online service technology to enable us to <br />remotely dial into your system, through a dedicated telephone line that will be provided by the <br />facility. Where remote access is not available to the system, Siemens will provide phone support <br />to your staff to assist in their onsite troubleshooting and diagnosis. If remote diagnostics <br />determine a site visit is required to resolve the problem, a technician can be dispatched. <br />Emergency On -site Response <br />Billable Service: Emergency Onsite Response will be provided to reduce the costs and disruptions <br />of downtime when an unexpected problem does occur. Siemens will provide this service between <br />scheduled service calls and respond onsite at your facility within 4 hours for critical emergencies, <br />or within 8 hours for non -emergency conditions, Monday through Sunday, 24 hours per day, <br />including Holidays, upon receiving notification of an emergency. Critical emergencies, as <br />determined by your staff and Siemens, are failures at a system orponel level that would result in <br />the loss of the operation of an entire section of a building or place the facility at high risk. Non - <br />emergency conditions, as determined by your staff and Siemens, are failures at an individual <br />component level resulting in minimal impact to the overall operation of the facility. Non - <br />emergency conditions, as determined by your staff and Siemens, may be incorporated into the <br />next scheduled service call. <br />25^ 6 <br />Page 6 of 13 <br />