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Emergency Response Times – Fire <br />Emergency Online/Phone Response <br />Billable Service <br />Online system and software troubleshooting and diagnostics and phone support will not be provided under <br />the coverage of this agreement. Siemens will respond to your request for emergency on-line/phone support, <br />Mon-Fri 8:00AM-5:00PM, excluding holidays, upon receiving notification of an emergency, as determined by <br />your staff and Siemens, but all service performed will be provided as a billable service. If remote diagnostics <br />determine a site visit is required to resolve the problem, a technician can be dispatched. Depending on your <br />contract coverage, the on-site dispatch will be covered or will be a billable service call. <br />Emergency On-site Response <br />Billable Service <br />Emergency Onsite Response is not included within the coverage of this agreement. Siemens will respond to <br />your request for emergency on-site service as soon as staff is available. An emergency is determined by your <br />staff and Siemens. All service performed will be provided as a billable service.Siemens will respond to your <br />request for emergency onsite support, Mon-Fri 8:00AM-5:00PM, excluding holidays, upon receiving <br />notification of an emergency, as determined by your staff and Siemens, but all service performed will be <br />provided as a billable service. <br />Page 7 of 15 <br />Docusign Envelope ID: 41FDB6BA-25A5-4679-92AC-3AB198A89E13