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- 2 - <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />Table of Contents <br />Introduction………………………………………………………………………………… 3 <br />Service Overview…………………………………………………………………………..3 <br />Business Hours and Response times...……………………………………………………..3 <br />Pricing…………………………………………………………………………………….....4 <br />Payment Terms……………………………………………………………………………..4 <br />Service Request Process……………………………………………………………………4 <br />Escalation Procedures………………………………………………………………………5 <br />Blueviolet/Lanmor Contacts………………………………………………………………5 <br />City of Santa Ana Contacts…………………………………………………..………….5 <br />Replacement Parts.………………………………………………………..…………6 <br />Training……………………………………………………………………………………...6 <br />Approval Signatures………………………….……………………………………..………6