Agmt15 Scheidt & Bachmann USA, Inc.

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"Second Line°Maintenance and Repai�Seivices (S&B Responsibi/ity) Scheidt & Bachmann will provide "Second Line" maintenance and repair services to the Redwood City in accordance with the following: • General preventative maintenance • System evaluation and troubleshooting • Component swap-outs • PARCS network maintenance (not including maintenance of the City's network nor the connection between the PARCS and City's network) � Facility level maintenance and repair service • All lane level maintenance and repair service • Hotline Support The hotline support, as previously indicated, provides a single point of contact between the City and Scheidt & Bachmann for maintenance and service support for all elements of the system including third-party elements. The hotline support representatives are capable of providing a high level technical assessment of any fault within the system, administrative through field level. A confidential telephone number will be distributed to all approved personnel who shall provide 24 hour hotline support. When calling, the customer will be asked for their name and password as a form of identification, prior to being asked to provide details regarding the fault incident. The hotline representative will assess the situation immediately, possibly with the assistance of a computer remote (NetOp) connection to view the actual status of the system and any alarm log files created due to this fault. Consequently, the hotline technician shall take the appropriate action to provide the most capable and best equipped onsite service support. This hotline service greatly reduces potential interruption of the system, and significantly lowers potential exposure to maintenance and repair expenses. REV: 09-10-15 VR Page 51 of 61 ATTY/AGR.2015.217/Scheidt& Bachmann USA, Inc. Parking Garage Equipment