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� � `" z` � Support Services Agreement 2019-2021 <br /> Retained Services <br /> Break—Fix(Repairs) <br /> provide as-needed service up to the fee specified in this Support Services Agreement. TMis service will be prnvided <br /> 24 haurs a dav, 7 davs r�er week for the length of this agreement regardless af standard woricing hours. <br /> Concentric's daytime and after-hours phone number is 815-788-3600. Concentric staff typically answers the <br /> phone during standard business hours. A call center answers the phone after hours or when staff is not availabte <br /> ta answer. Concentric wili return any phone caNs for urgent service within 30 minutes from when the phone call <br /> is pleced, and dispatch a staff member within 60 minutes if a site visit is required. 7he Owner may purchase <br /> Reactive Maintenance Suppart in increments af$1,000 at any time during this agreement. <br /> Imnrovements <br /> Occasionaily, staff identify smal! changes to the system that can have iarge impacts on operatianal efficiency, <br /> safety, and quality, These impravements can be easily designed and built wi#hout use of Consulting & Design <br /> services. <br /> Consu/tina&Desian <br /> Through consulting and design,a system can be effectively maintained,improved,and upgraded. This service will <br /> provide far retained sr�salter project design senrices as it retates to 1T infrastructure, instrumentation&controls, <br /> and Supervisnry Control and Data Acquisition(SCADAj. <br /> Project#190031.q0 City of Decatur,Illinois <br />