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Planned Service Proposal <br />CITY OF SUNNY ISLES <br />Service delivery <br />As part of the delivery of this Planned Service Agreement, Johnson Controls will dedicate a <br />local customer service agent responsible for having a clear understanding of the agreement <br />scope, and your facility procedures and protocols. <br />A high-level overview around our service delivery process is outlined below including <br />scheduling, emergency service, on-site paperwork, communication and performing repairs <br />outside of the agreement scope. <br />Scheduling <br />Preventative maintenance service will be scheduled using our automated service management <br />system. In advance of the scheduled service visit, our technician is sent a notice of service to a <br />smartphone. Once the technician acknowledges the request, your customer service agent will <br />call or e-mail your on-site contact to let you know the start date and type of service scheduled. <br />The technician checks in, wears personal protective equipment, performs the task(s) as <br />assigned, checks out with you and asks for a screen capture signature on the smartphone <br />device. A work order is then e-mailed, faxed or printed for your records. <br />Emergency services <br />Emergency service can be provided 7 days a week, 24 hours a day, 365 days a year. During <br />normal business hours, emergency service will be coordinated by the customer service agent. <br />After hours, weekends and holidays, the emergency service number transfers to the Johnson <br />Controls after-hours call center and on-call technicians are dispatched as needed. <br />Johnson Controls is committed to dispatching a technician within hours of receiving your call <br />through the service line. A work order is e-mailed, faxed or printed for your records. Depending <br />on the terms of your agreement, you may incur charges for after hour services. <br />Communication <br />A detailed communication plan will be provided to you so you know how often we will provide <br />information to you regarding your Planned Service Agreement. The communication plan will <br />also provide you with your main contacts at Johnson Controls. <br />Approval process for non -covered items <br />Johnson Controls will adhere to your procurement process. No work will be performed outside <br />of the agreement scope without prior approval. Johnson Controls will work with you closely to <br />ensure your procurement process is followed before any non -covered item work is started. <br />0 2024 Johnson Controls, Inc. <br />customer Confidential <br />Do not copy (physically, electronically, or in any other media) without the express written permission of Johnson Controls, Inc. <br />Johnson �J00 <br />Controls <br />Page 5 of 26 <br />h <br />os <br />N <br />