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DocuSign Envelope ID: D4193A34-E6C4-4761-996E-B77B3804F2ED <br />SIEMENS <br />11-Xa ti"Hi forefL <br />Service Implementation Plan <br />CONNECTIVITY <br />A secure remote connection to your facility enables Siemens to respond quickly and maintain a <br />high level of system up -time and performance. Not implemented at this time. Will need to <br />coordinate with the City IT team. <br />Remote Capability (CRSP) Maintenance for the City <br />CRSP isfor Siemens authorized specialiststo remote into the Siemens Building Automation System <br />at the city, Siemens has set up the necessary software on the BAS workstation on site and ensured <br />that the BAS can be logged in securely from the Siemens office. This ensures that Siemens can <br />remotely log in to the Siemens BAS system at the city to provide quicker and more efficient <br />responses. City of Santa Ana to ensure the city's IT supports CRSP for the duration of the contract <br />to be able to perform above tasks. <br />SERVICE AGREEMENT CONTRACT CHARACTERISTIC <br />Emergency Online/Phone Response 2- hours (Billable) <br />Response time - onsite for non -emergency Next Scheduled Visit (Billable) <br />Hours of Service 24 x 7 (Billable) <br />Window for Call Handling 24 x 7 — Availability to take your call <br />*Labor and material costs for troubleshooting problems and repairing or replacing components are handled separately. These <br />costs can be billable or included within your Repair and Replacement Coverage. See List of Maintained Equipment to view your <br />current Repair and Replacement Coverage. <br />SIEMENS SERVICE PORTAL <br />The Service Portal complements the personalized services you will receive from your local Siemens <br />office by providing greater visibility into equipment and services delivered by Siemens. This web - <br />based portal allows you the ability to confirm schedules, track repairs, manage agreements, <br />generate reports, and access critical information; then share itacross your entire enterprise quickly <br />and efficiently. The Service Portal is user-friendly way to increase your productivityand the value <br />of your service program. <br />25^-20 Page 10 of 13 <br />