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Software Services Annual Software Updates We will develop, furnish, and install Insight software updates to maintain or improve present performance within the functional capabilities of your system.

Annual Documentation Updates We will provide Insight software documentation updates as they become available.

Graphics Creation We will create or modify Insight graphics in order to ensure that the software interface continues to meet your needs.

Graphics Backup We will backup the Insight graphics database two times per year. In the event of hardware failure, we will reload the graphics database and system file from our current backup copy.

Field Panel Database/System File Backup

We will backup each field panel database and system file four times per year. In the event of memory loss, we will reload the database from our current backup copy.

Control Loop Evaluation and Tuning

We will provide evaluation and tuning of all loops to maintain system control to peak efficiency. Control loops will be checked two (2) times per year.

Software Consultation We will provide software consultation to assist the operator(s) in identifying, verifying, and resolving software problems found in executing the tasks for which they have received training from Siemens.

System Performance Services

On-Line Troubleshooting We will provide system and software troubleshooting and diagnostics via Remote Login software. We will furnish and install the necessary on-line service equipment to enable our local office to remotely log-on to your system via regular voice grade dial up phone line provided by

NICHD

Operator Support We will provide consultation to assist the operator(s) in identifying, verifying and resolving problems found in executing the tasks for which they have received training from Siemens.

System Preventive Maintenance We will perform preventive maintenance in accordance with a program of standard maintenance routines as determined by our experience, equipment application and location, and the manufacturer's recommendations. Preventive Maintenance will be performed on each piece of equipment twice per year.

Corrective Maintenance and Component Replacement

We will repair or replace failed or worn components to minimize obsolescence and to maintain your system in peak operating condition.

We will upgrade equipment by systematically modernizing existing components as may be necessary in our judgment. Components that are suspected of being faulty may be repaired or replaced in advance to prevent system fai lure.

Account Management We will provide a dedicated account engineer to coordinate the delivery of service and offer technical assistance for engineered control strategies and implementation of the quality assurance program.

Emergency Options Response Window We will provide emergency service between scheduled preventive maintenance calls, Monday through Friday 8 a.m. to 5 p.m. to minimize downtime. Emergencies will be determined by NICHD and Siemens.

On-Line Response We will respond via Remote Login software within two hours for corrective maintenance during the emergency call window specified. If remote diagnosis determines a site visit is required to complete troubleshooting procedures, we will be on-site within the response time selected below.

On-Site Response We will be on-site to provide emergency within the next business day.

Non-emergency calls, as determined by NICHD and Siemens will be incorporated into the next scheduled preventive maintenance visit.

Documentation and Quality Assurance Documentation of Service Provided We will document each on-line and on-site service call and furnish you with a copy showing time, date, and a brief description of activity.

Work orders for on-site system preventive maintenance will list the inspection date, individual to report to, equipment identification, equipment location, work to be performed and any special instructions.

Quality Assurance Program We will meet with you to evaluate system performance and your satisfaction with the quality that is being provided under your Technical Support Program.

Remote Monitoring

Remote monitoring from the Siemens Customer Service Center

(CSC)

The CSC will provide a toll-free number to monitor the Siemens system at NICHD.

Critical alarms will be monitored between the hours of 4 p.m. and 7 a.m. 365 days/year. Holidays and weekends will be monitored 24 hours a day

When an alarm occurs, the building’s automation system will dial out through Remote Notification software and report the alarm to one of the CSC’s primary critical alarm printers. A CSC specialist will respond to the alarm by contacting the proper NICHD representative, based on the call escalation procedure that you will provide, to take corrective action.

A The CSC specialist will document each call in detail and e-mail the call-log to NICHD and the Washington, DC, Siemens branch.

Siemens Service Siemens proprietary Software Siemens is the sole manufacturer and servicer for the Siemens

APOGEE software.

Siemens Warranty Siemens can only maintain warranties when service is provided by Siemens technicians. Service work by others will invalidate any Siemens warranty on the existing system.