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DocuSign Envelope ID:37AF196F-70A9-40BD-BDE0-4E0A39EC4A40 <br /> 2.3 GENERAL SERVICES <br /> 2.3.1 Priority Based Emergency Phone & Online Response <br /> Emergency Phone Response—Siemens will maintain emergency response <br /> capabilities 24/7/365. Upon receiving notification of an emergency,as determined <br /> by your staff and Siemens,we will respond accordingly.Your staff and our response <br /> personnel will work together to determine the priority level required for response. <br /> Emergency Online Response—Automation system and software troubleshooting <br /> and diagnostics will be provided remotely through the online support service (up to 8 <br /> hours)to enable faster response to emergency service requests and to reduce the <br /> costs and disruptions of downtime. Siemens will provide this service respond within <br /> 2 hours, Monday through Friday,during the hours of 8:00 AM—5:00 PM,excluding <br /> Holidays,upon receiving notification of an emergency,as determined by your staff <br /> and Siemens. <br /> Call 1 -866-728-7678 for Emergency Response. <br /> 2.3.2 Priority Based Emergency Onsite Response <br /> Emergency Onsite Response- Emergency Onsite Response can be provided to <br /> reduce the costs and disruptions of downtime when unexpected problems occur. <br /> Siemens will provide response to all emergency service requests based on the priority <br /> level communicated between your staff and Siemens response personnel. Siemens will <br /> maintain on-call technicians 24/7/365 and respond based on your staffs priority level <br /> communication. All authorized emergency services will be billed per our time and <br /> material policy (see Appendix A). <br /> Siemens Industry, Inc. June 5, 2017 Page 14 <br />