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13 <br /> SIEMENS <br /> General Services <br /> Priority Based Emergency Phone & Online Response <br /> Emergency Phone Response—Siemens will maintain emergency response capabilities 24 17 1365. Upon <br /> receiving notification of an emergency, as determined by your staff and Siemens, we will respond <br /> accordingly. Your staff and our response personnel will work together to determine the priority level required <br /> for response. <br /> Emergency Online Response—Automation system and software troubleshooting and diagnostics will be <br /> provided remotely through the online support service (up to 8 hours) to enable faster response to emergency <br /> service requests and to reduce the costs and disruptions of downtime. Siemens will provide this service <br /> respond within 2 hours, Monday through Friday, during the hours of 8:00 AM —5:00 PM, excluding Holidays, <br /> upon receiving notification of an emergency, as determined by your staff and Siemens. <br /> Call 1-866-728-7678 for Emergency Response <br /> Priority Based Emergency Onsite Response <br /> Emergency Onsite Response- Emergency Onsite Response can be provided to reduce the costs and <br /> disruptions of downtime when unexpected problems occur. Siemens will provide response to all emergency <br /> service requests based on the priority level communicated between your staff and Siemens response <br /> personnel. Siemens will maintain on-call technicians 24171365 and respond based on your staff's priority <br /> level communication. All authorized emergency services will be billed per our time and material policy (see <br /> Appendix A). <br /> Dedicated Service Program Manager&Technician Team <br /> Service Team:A dedicated service program manager will be assigned as your main point of contact.Your <br /> service technician team will also be defined for consistency in service. Please refer to page 4 of this proposal <br /> for your service team details. <br /> Service Log Book: We will provide a log book containing information and guidance on the management of <br /> the system. All service records shall be recorded and kept within the log book. This log book shall serve as a <br /> reference for the customer and Siemens technical personnel. <br /> Written Report of All Services Performed: We will complete a service report for each visit detailing the <br /> purpose of the call and summarizing the work that was performed. <br /> Service Program Customer Labor Discounts <br /> Service Program Customer Labor Discounts: Service program customers receive up to 20%off Siemens <br /> standard labor rates in all service categories. Refer to Appendix A for details. <br /> Service Program Customer Material Discount: Service program customers receive an additional 20% off <br /> Siemens list price. Refer to Appendix A for details <br /> Page 12 of 27 <br />