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10 Managed Support Agreement 2026 <br /> Time & Materials (T&M) Services <br /> Break—Fix(Repairs) <br /> Provide as-needed services on request. This service will be provided 24 hours a day, 7 days a week, for the <br /> duration of this agreement, regardless of standard working hours. Concentric's daytime and after-hours phone <br /> number is 815-788-3600. Concentric staff typically answers the phone during standard business hours. A call <br /> center answers the phone after hours or when staff cannot answer. Concentric will return any phone calls for <br /> urgent service within 30 minutes of the phone call and dispatch a staff member within 60 minutes if a site visit is <br /> required. <br /> Improvements <br /> Occasionally, staff identifies small changes to the system that can significantly impact operational efficiency, <br /> safety, and quality. These improvements can be easily designed and built without consulting& Design services. <br /> Consuitinq& Design <br /> Through consulting and design,a system can be effectively maintained, improved, and upgraded.This service will <br /> provide for the retention of more minor project design services related to IT infrastructure, instrumentation and <br /> controls, and Supervisory Control and Data Acquisition (SCADA). <br /> Project#2501542.00 City of Decatur <br />