Agmt15 Scheidt & Bachmann USA, Inc.

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S&B Response Time Warranty Personnel and Response Service Scheidt & Bachmann shall provide a toll-free telephone number for warranty and maintenance service (hardware and software) for the project. This toll-free telephone shall serve as the project's "Hotline" to S&B for all hardware and software maintenance issues. The hotline will be the single point of contact between the City and Scheidt & Bachmann for warranty and maintenance support for all elements of the System including third-party elements. For example, if issues arise regarding the 3rd Party Computer Hardware, the City will contact Scheidt & Bachmann via the hotline. S&B shall be responsible for contacting and coordinating efforts with the third-parry provider to resolve the issues. Warranty standard response consists of telephone service of 24/7. The City will receive a return call with 30 minutes and an onsite response time not to exceed 4 hours during normal business hours. On site response for calls outside standard business hours will be scheduled for early AM arrival on the next business day. Upon arrival on site, Scheidt & Bachmann service technicians will be uniformed for easy identification when on site. Scheidt & Bachmann vehicles will be clearly emblazoned with the Scheidt & Bachmann name and logo. Scheidt & Bachmann service technicians will maintain contact with the initiating party and will not remove a piece of equipment from service without explicit written permission from the project personnel. Scheidt & Bachmann will be available to respond within the following schedule description to a service call placed by selected project staff. Our field services will be available via phone for 24 hours a day, 365 days a year. Guaranteed response shall be dependent upon the critical nature of the malfunctioning component. Scheidt & Bachmann will endeavor to repair defective components within 24 hours. However, depending on the severity of the defect, the time frame may not be reasonable and repair time may be extended if agreed to by the City. • 30 minute verbal response from the time the service call is logged at the 800 call center REV:09-10-15 VR Page 52 of 61 ATTY/AGR.2015.217/Scheidt& Bachmann USA, Inc. Parking Garage Equipment