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8 Eyhibit A <br /> Support Services Agreement 2022-2020 <br /> Once the initial installation's support/warranty period has expired, it is recommended that these <br /> agreements are maintained and renewed on a regular basis. If listed in the Included Services & Fees <br /> section of this agreement, Concentric will provide the renewals listed in the Third—Party Support Renewal <br /> list on Page 10. <br /> Third-Party Support Runemb-Annu,al NNverable <br /> Included? <br /> Renew Third-Party Support Contracts <br /> Contracts from OEM/Supplier <br /> Time & Materials (T&M) Services <br /> Anda*—Nr/&,oe/1jv <br /> Provide as-needed services not included in minor services. This service will be provided 24 hours a day <br /> 7 days Per week for the length of this agreement regardless of standard working hours. Concentric's <br /> daytime and after-hours phone number is 815-788-3600. Concentric staff typically answers the phone <br /> during standard business hours. A call center answers the phone after hours or when staff is not available <br /> to answer. Concentric will return any phone calls for urgent service within 30 minutes from when the <br /> phone call is placed, and dispatch a staff member within 60 minutes if a site visit is required. <br /> V/L07 E49—mmts <br /> Occasionally, staff identify small changes to the system that can have large impacts on operational <br /> efficiency, safety, and quality. These improvements can be easily designed and built without use of <br /> Consulting & Design services. <br /> Consu/�he a Des/c►n <br /> Through consulting and design, a system can be effectively maintained, improved, and upgraded. This <br /> service will provide for retained smaller project design services as it relates to IT infrastructure, <br /> instrumentation & controls, and Supervisory Control and Data Acquisition (SCADA). <br /> Project#220029.00 <br /> City of Decatur, IL <br />