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Service that is performed with Contractor's authorization on equipment not covered by <br />this Agreement shall be charged and paid by Customer at Contractor's prevailing rates. <br /> <br />Section 4. SCOPE OF SERVICE <br /> <br />A. System Performance Upgrades <br /> <br />1. Firmware Upgrades. Contractor will provide access to new field panel <br />firmware technology and documentation equivalent to a new system <br />incrementally applied. Customer will benefit from improved building <br />operation, while extending the life of Customer's HVAC Control System <br />investment. Contractor will provide Customer with firmware and <br />documentation updates to Contractor's field panels upon development. Onsite <br />training will familiarize Customer with the new features and their associated <br />benefits. These updates deliver the benefits of Contractor's commitment to <br />compatibility by design, a commitment unique in Contractor's industry. Field <br />panels included under this service are identified in the Service Coverage <br />Report. <br /> <br />2. Technical Support Services. Optimizing Customer I-IVAC Control <br />systems, its critical impact on Customer's enterprise, and the sophisticated <br />level of the in-house staff points to the need to provide more customized <br />support during each of Contractor's visits to Contractor's location. Contractor <br />will visit Customer facilities based upon the schedule listed in the service <br />coverage report. During these visits, Contractor will focus Contractor's <br />efforts on those support services that Customer determines are of the highest <br />priority at that time of the visit. <br /> <br /> B. Automation Controls Analysis & Optimization (Semi-annual). Automation <br />controls can drift out of calibration with changes in mechanical component performance <br />characteristics, building use, and climatic conditions. Contractor will analyze and <br />optimize automation controls in accordance with a program of standard routines as <br />determined by Contractor's experience, equipment application and location. Through <br />Automation Controls Analysis & Optimization, Contractor will extend equipment life, <br />reduce energy consumption, and reduce the risk of costly and disruptive breakdowns. <br /> <br /> C. Business Protection & Recovery Services safeguards Contractor's HVAC <br />Control System's vital databases of business information from unforeseen and costly <br />catastrophic events (lightning strike, electrical power surge, flood, physical damage, etc.). <br />Contractor will back-up Customer's workstation software, graphics and field panel <br />databases, and provide safe storage of this critical business information. Should a <br />catastrophic event occur, Contractor will respond onsite to reload the databases and <br />system files from Contractor's stored backup copy. <br /> <br /> D. Repair & Replacement Services (Labor & Material not Included). To reduce <br />the effects of unbudgeted repairs, Contractor will repair or replace failed or worn <br /> <br /> <br />