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Siemens Industry, Inc.June 28, 2020 Page 14 <br />2.3 GENERAL SERVICES <br />_____________________________________________________ <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 staff’s priority level <br />communication. All authorized emergency services will be billed per our time and <br />material policy (see Appendix A). <br />DocuSign Envelope ID: 533C181F-E7A8-4F94-9AEF-E5585358036A