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Advantage Services <br />2 Service Solution <br />21 HVAC CONTROL SERVICES — Automation <br />2.1.1 Customer Support Services <br />Emergency Online /Phone Response: Monday through Sunday, 24 Hours per Day <br />System and software troubleshooting and diagnostics will be provided remotely to enable faster response to <br />emergency service requests and to reduce the costs and disruptions of downtime. Siemens will provide up to 8 <br />hours per year of online /phone support after that calls will be billable. Siemens will respond within 2 hours, <br />Monday through Sunday, 24 hours per day, Including Holidays, upon receiving notification of an emergency, as <br />determined by your staff and Siemens. Siemens will furnish and install the necessary online service technology to <br />enable us to 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 to your staff to <br />assist in their onsite troubleshooting and diagnosis. If remote diagnostics determine a site visit is required to <br />resolve the problem, a technician can be dispatched. <br />Emergency Onsite Response: Monday through Sunday, 24 Hours per Day <br />Emergency Onsite Response will be provided to reduce the costs and disruptions of downtime when an <br />unexpected problem does occur. Siemens will provide up to 16 hours per year of onsite after that onsite <br />assistance will be billable. Siemens will provide this service between scheduled service calls and respond onsite at <br />your facility within 4 hours for critical emergencies, or within S hours for nomemergency conditions, Monday <br />through Sunday, 24 hours per day, including Holidays, upon receiving notification of an emergency, Critical <br />emergencies, as determined by your staff and Siemens, are failures at a system or panel 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 - emergency <br />conditions, as determined by your staff and Siemens, are failures at an individual component level resulting in <br />minimal impact to the overall operation of the facility. Non - emergency conditions, as determined byyour staff <br />and Siemens, may be incorporated into the next scheduled service call, <br />Technology Audit <br />To ensure that your HVAC Control System meets your changing needs, Siemens will reviewyour system, <br />evaluating the current use of your HVAC Control System and what may have been changed or been modified in <br />your daily facility operation that impacts the effectiveness of the system. Siemens will review applicable building <br />control technologies, suggest possible new strategies or technologies that could be implemented to enhance your <br />current system, and consider what changes, enhancements and /or upgrades should be made to facilitate your <br />future plans. In addition, recommendations may be made about adding and /or modifying applications, sensors, <br />points, panels and /or software where needed to improve building operation and performance, Once the review is <br />completed, a written report of the findings and recommendations will be submitted during a scheduled meeting. <br />Siemens Industry, Inc. 3/2412015 Page 4 <br />25F -15 <br />