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REV: 01-05-26 LR <br />V. Tiered Support Approach <br />The EnSight Client Service Center (CSC) is available for immediate telephone support <br />during working hours, 8AM-5PM Pacific Time, Monday-Friday. A local support team is <br />on-call for emergency requests. On-site technical support will be provided no later than <br />next-day end of day for issues that cannot be resolved remotely or through the parking <br />operator. The CSC is closely aligned with the network of local support partners who <br />provide preventative and emergency services to systems installed at a facility. The local <br />support team is prepared to provide boots-on-the-ground service when needed, as well <br />as perform Quarterly Preventative Maintenance (PMs). PMs will be a two-day process <br />per Quarter. <br />EnSight will provide the following tiered support structure for the City’s parking system to <br />ensure efficient and responsive service: <br />1. Training for City Parking Operator <br />EnSight will train the city parking operator to handle basic hardware tasks, <br />including camera alignment, cleaning, and troubleshooting. This training will <br />enable the operator to perform routine basic maintenance and initial issue <br />resolution (e.g. paper change, printer swap, software training, intercom training) <br />reducing the need for external support for minor tasks. <br />2. Local Subcontractor (Rogers Electric) <br />EnSight will work with Rogers Electric, based in Redwood City, will help provide <br />boots-on-the-ground support for hands-on tasks, such as hardware installation, <br />repairs, or maintenance requiring local presence. OmniQ also has a local third <br />party that supports their Google campus MLPRs and is available for local support. <br />3. Southern California On-Site Support (OmniQ and EnSight Engineers) <br />For issues requiring advanced technical expertise, EnSight will lean on their <br />internal engineers or OmniQ engineers (based in Southern California). These <br />engineers will be on-site to address complex service needs, such as system <br />diagnostics or specialized repairs. <br />This multi-tiered approach ensures rapid response times, leverages local and regional <br />expertise, and empowers the parking operator with foundational skills for ongoing system <br />maintenance. <br />ATTY/AGR.2026.001/EnSight Technologies (Parking Access and Revenue Control System (PARCS)) (Page 144 of 167)