I. Overview

A. Support Coverage

1. R Systems will offer support of Client systems and

instrumentation 24 hours a day, 7 days a week

2. Phone support to be available within 30 minutes

3. On-Site Support to be available within 2 hours

B. Remote Support

1. Remote support of systems accessible via VPN or other

secure connection

2. Portable cellular remote access to be developed for support of

non-networked systems

C. On-Site Support

1. Personnel trained in access, safety, critical contacts, and specific site procedures

2. Personnel experienced in industrial electrical

control circuits, PLC’s, instrumentation, test equipment, and

troubleshooting techniques

3. Personnel equipped with PPE and tools/test equipment

required for specific site support