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DocuSign Envelope ID: AD3C76OB- 8590- 44B6- 96E4- CA9154EB7FOF <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 />capabi lit ies24 /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 requestsand 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 Fbsponse. <br />2.3.2 Priority Based Emergency Onsite Response <br />Emergency Onsite Response - Emergency Onsite F;bsponse can be provided to <br />reduce the costsand disruptionsof downtime when unexpected problemsoccur. <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 staff's priority level <br />communication. All authorized emergency serviceswill be billed per our time and <br />material policy (see Appendix A). <br />Siemens Industry, Inc. June 13, 2018 Page 14 <br />