1. Emergency Services • 24/7 on-call support (365 days/year) • Response within 2 hours of notification • Immediate dispatch for life-safety or system-down events (no heat, no cooling, refrigerant leaks, electrical faults) • Repairs to restore critical HVAC functions; contractor to coordinate permits/shutdowns to minimize resident impact • Emergency rate: 1.5× standard hourly (minimum 2 hours); afterhours/weekends/holidays included 2. Routine & On-Demand Services 2.1 Routine Service Calls: • non-emergent repairs and adjustments • Response within 24 business hours • Examples: thermostat calibration, valve adjustments, belt replacement, minor leak repair This is not an all-inclusive list. 2.2 On-Demand Service: • Work requested outside emergency or PM schedule • Response within 48 business hours • Includes equipment change-outs, system modifications, new installations • Requires written task authorization with scope, parts list, labor hours, and schedule
