Specifications include, but are not limited to: 1. Support shall include assisting with troubleshooting, modifying, and refining all software, hardware, and industrial automation control devices related to correcting, improving, or maintaining HVAC functionality at AUS. Covered equipment includes all HVAC control systems, computer software and hardware systems, integrations and customizations. 2. Support services shall be provided through a combination of telephone technical support, remote access, and an onsite technician. The Contractor shall provide all personnel, administrative support, and other resources required for completing the functions as described in this SOW. The Contractor will promptly inform the AUS Contract Manager of any problem encountered that might threaten the timely completion or adequacy of results obtained in performing the services in the SOW. 3. Remote access to servers and workstations shall be provided by AUS via secure VPN connection. 4. Contractor will provide full end-to-end operations and software support for the Alerton Compass Energy Control Software including all necessary and required licensing, minor and major software upgrades, incremental upgrades/updates, security patches and bug fixes. 5. Contractor shall provide and install all updates, upgrades, service packs, and monthly security patches for the EMCS server and workstation Operating System(s). However, if any updates or upgrades are NOT compatible with the EMCS software the contractor shall fall back to the latest working known version. For incompatible security patches, the contractor will provide a path and timeline for remediation of the issue and installation of the security patch.
