Service Support Program
For your Alerton
Energy Management Systems
City of Santa Clara
• Ken WinlandPresented to
• Ilana AshPresented by:
• May 22, 2026Presentation Date:
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Syserco, Inc. | 215 Fourier Avenue | Fremont, CA 94539 | Ph. 510.498.1171 Confidential and Proprietary
Table of Contents
Table of Contents ...........................................................................................................................2 Service Program Philosophy: .........................................................................................................3 Preventative Maintenance ..............................................................................................................4 Customer Support ..........................................................................................................................6 Service Delivery & Discounts .........................................................................................................7 Service Team .................................................................................................................................8 Signature Page & Pricing Summary ...............................................................................................9 TERMS AND CONDITIONS ......................................................................................................... 10 Appendix A – List of Maintained Equipment ................................................................................. 13
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Service Program Philosophy:
Syserco’s Service Support Program is designed to meet the changing needs of your building systems over time. Maintenance performed too early or too late can be costly, impact building operations, and shorten the lifespan of the equipment. Identifying the ideal time for maintenance and repairs requires a combination of time -based Preventative Maintenance and 24x7 Condition-based Maintenance. Corrective Action Implementation ensures critical repairs are implemented quickly to avoid critical failures and benefit from operational efficiency. Our Customer Support services train or augment our customers’ staff based on their needs.
Periodic system-
level preventative
maintenance is a
cost effective way
to identify issues
and protect the
integrity of the
energy
management
system
PREVENTATIVE
MAINTENANCE
Prioritizing repairs
and quick
implementation
will increase
reliability and
ensure equipment
is running as
efficiently as
possible
CORRECTIVE
ACTION
IMPLEMENTATION
CUSTOMER
SUPPORT
Preventing and
resolving issues
requires
knowledge of the
building system(s)
and how to
properly address
them. Syserco
trains customers
to be as self-
sufficient as
desired and
provides
supplemental
services to
support proper
operation,
maintenance, and
reaction to facility
needs
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Preventative Maintenance
Software and Cyber Security Updates:
Software updates provide new features, security patches, bug fixes, and compliance with evolving standards. These features make it more convenient to operate your system, reduce system vulnerabilities, and ensure compatibility with future products.
Syserco will review the overall BMS Network Structure/Configuration, Antivirus Status, Windows Security and Audit Logs while performing these updates that are released approximately annually.
• Software updates will be provided for revisions within the same license size and same software platform (example: v2.0 to v2.1) Platform upgrades for Compass software to future software platforms are not included. • The BMS Server Hardware and OS is maintained by the Owner - The owner will manage the Server and will ensure the hardware meets the minimum BMS system specifications.
Global Controller Firmware Updates:
As the automation system product line is enhanced, modifications are often made to the Firmware to provide faster speed of response, greater flexibility, and new applications. Further, Firmware is periodically updated to address any system vulnerabilities and/or bugs that may affect the security and integrity of your system.
• See Appendix A – List of Maintained Equipment
Disaster Recovery:
The electronic information stored within your system represents a significant part of your investment. In the event of a catastrophic system failure, these backups allow us to completely restore your system to the last backup state. During each Preventative Maintenance visit, Syserco will perform a full system backup. Two copies of this backup will be made. One will be maintained onsite at your facility and the second archived securely offsite.
System Level Preventive Maintenance Routines:
Preventative Maintenance Routines s ave energy, extend mechanical equipment lifespan and reduces downtime. The Syserco will perform System Diagnostics through a combination of onsite and remote access via our Service Response Center.
This preventative maintenance routine will be performed annually.
• System Health Report
o Upon completion of each PM routine, a System Health Report will be provided to help you understand system performance, identify deficiencies, and create a joint action plan for remediation and operational improvement.
• Review Site Log:
o Each Preventative Maintenance routine begins with a review of your site log so that ongoing issues can be noted, and the root cause addressed.
• Review Network Workstations / Communication:
o Verify Server Communication with all Global Controllers. o Review automation system for CRITICAL and OFF -LINE status indicators.
• Identify Overridden points:
o Overridden points can increase energy consumption , creating comfort and safety issues.
o Overridden points will be documented, and a remediation plan will be discussed with the customer.
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System Health
Dashboa rd
20 II o
Network 4 ■ o
■ Visual BACnet
■ Cross Network: Commvnk:ot ion
■ Network Number Duplication
■ Virtual Networks
Global Controllers 6 ■ o
•
Communication
•
Restart Check
•
ROC Check
•
Rep/ Job Check:
•
Memory Check
•
Trendlog
Field Devices • ■ o
■ Communication
■ ROCCheck
■ Program (DOC) Error Check:
■ Rep/ Job Check
Vavs 6 ■ o
■ Communication
■ Hot water Valve Check
■ Space Temp Control Check
■ 0omper/Actuo tor Rotation Time
■ Damper Position Check
■ Air Balance
Converting Your Data into Knowledge and Savings®
Syserco, Inc. | 215 Fourier Avenue | Fremont, CA 94539 | Ph. 510.498.1171 Confidential and Proprietary
• Review Alarm Log:
o Points generating excessive alarms will be noted.
o The technician will make recommendations to address root cause hardware or software issues causing alarms. • Review Schedules:
o Review equipment operation schedules and identify any anomalies. o The technician will make recommendations to address issues causing discrepancies with system operation. • Perform System Analysis of EMS Software:
o Record current version of EMS Software relative to user needs and versions supported. o User Account Analysis of EMS Software relevant towards system security and troubleshooting purposes. • Review Global Controllers Operation:
o The accurate and reliable operation of Global Controllers is key to the successful operation of your facility. o ROC File Version is verified against most recent version and known system issues. o The DDC Program is verified to be running.
o System Date/Time settings are verified.
o Each Global Controller shall be diagnosed to ensure adequate memory is available to perform trending, alarming and other system tasks to prevent slow speed of response and data loss. o Review the number of global controllers restart to identify excessive faults, stability of onsite power and controller reliability.
• Perform General System Operational Review:
o While onsite and performing the above Preventative Maintenance routines the Service Technician will review the system holistically from the Graphic Workstation and ensure the EMS control system is operating as desired. o Any discrepancies or areas of concern will be noted.
VAV / Terminal Device Operation Diagnostics
The majority of your facility’s energy consumption is due to zone level demand. This service ensures the indoor environment is maintained according to specifications and energy use is minimized while not impacting occupant comfort.
This preventative maintenance routine will be performed annually.
• Setpoints and temperature readings within acceptable range • HW valve leak-by
• Damper position and airflow check
• Plugged / Failed Airflow Sensors
• Failed Room / Discharge air temperature sensor
Corrective Action Implementation (PM):
After completing the Preventative Maintenance routines, Syserco will provide labor to remediate any identified deficiencies that the Syserco Team deems critical to the operation of your system or require immediate attention.
Corrective Action Implementation included: one (1) day per year
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Converting Your Data into Knowledge and Savings®
Syserco, Inc. | 215 Fourier Avenue | Fremont, CA 94539 | Ph. 510.498.1171 Confidential and Proprietary
Customer Support
Owner Directed Days (ODD)
Our system experts will work with your staff to ensure that your operators are properly utilizing the control system to maximize energy savings and occupant comfort. Syserco will provide four (4) days per year of pre-scheduled Operator Support to assist your staff in modifying the system, identifying, verifying , and resolving issues found and/or providing supplemental training. This pre -allocated time allows you to control your operating budget while meeting your facility’s changing needs.
Suggestions for this scope depending upon owners’ explicit needs may include:
• Site Specific Training
• Program Modifications
• Implementation of Advanced Control Strategies
• Graphics Modifications
• Hardware Changes
• Minor Control System Modifications
• Other Owner-Directed Services
Emergency Response Services
Online Technical Support : Syserco provides our Service and Support Program customers with access to a Service Response Center staffed with Factory – Trained Automation Service Technicians during Normal Working Days between the hours of 7 AM and 4 PM. This service provides you with a direct line to skilled technicians who can provide you immediate assistance in analyzing problems and recommending solutions via telephone or an Internet connection to your facility. This service often eliminates the need for costly emergency onsite visits, saving you time and money. This agreement includes online response to assist with emergencies and troubleshooting based upon historical usage for this and similar type facilities.
In the event usage exceeds historical norms, Syserco reserves the right to adjust pricing to reflect actual usage.
Contact the Service Response Center at (877) 360-3637
Priority Response Time: As a Service and Support Program customer, you will be given priority for “emergency” calls over non-Service and Support Program customers.
Emergency Response:
To reduce the costs and disruptions of system issues, we will provide Emergency Response within the following windows:
• Preferred Response:
o Response window 7 AM to 4 PM regular Business Days.
o Online/Phone response within 4 hour (when call is received by 1pm) o If an emergency site visit is required, we will be onsite by the Second Business Day for calls received prior to 1 PM.
• Non-emergency issues as determined by your staff and ours, will be scheduled for the next available business day. • Labor and materials for all Emergency onsite response that occurs outside of normally scheduled service visits will be billed at your discounted T&M rate.
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Converting Your Data into Knowledge and Savings®
Syserco, Inc. | 215 Fourier Avenue | Fremont, CA 94539 | Ph. 510.498.1171 Confidential and Proprietary
Service Delivery & Discounts
Service Team:
Syserco assigns a dedicated team to manage your complete service experience. This team consists of an Account Executive, a Service Account Manager and at least two technicians. This dedicated Factory – Trained Service Team not only knows automation systems, but they know your site and its standards. Because of this working knowledge, we can quickly diagnose and solve control problems, thus saving hours of labor that would be required by someone less familiar with your energy management system.
Quality Assurance:
To ensure that our services are of the highest quality, Syserco utilizes a structured Quality Assurance and Customer Satisfaction System. Our team will meet with you on a regular basis to discuss our performance and your satisfaction with the services provided. These regular meetings are augmented with a formal “Customer Satisfaction Score Card” where you are given a chance to give direct feedback on the service you are provided.
Service Work-Order Documentation:
All scheduled service visits include complete documentation of the services provided, findings of the technician and recommendations for improvement. Unscheduled service visits (T&M or Emergency response) will be documented by a work order form detailing the services performed, materials used, and hours spent.
Discount on Labor:
As a Service and Support Program customer you are entitled to a 20% discount off of our standard non-Service and Support Program Time & Material labor rates. These hourly rates apply to work beyond the scope of your Service and Support Program, including system modifications, emergency response, additional training, etc. Labor rates are published and revised annually.
2026 Service Work “Bay Area” (No Service Agreement):
Trade Straight Time Overtime Double Time
Service Technician $307 $430 $568
Service Account Manager $325 $455 $601
Sr. Automation Engineer/MSI $347 $486 $642
2026 Service Work “Bay Area” (Service Agreement. 20% Discount):
Trade Straight Time Overtime Double Time
Service Technician $246 $344 $454
Service Account Manager $260 $364 $481
Sr. Automation Engineer/MSI $277 $388 $513
Estimated Future T&M Rates for Service Technician - Bay Area (Service Agreement, 20% Discount):
Trade Straight Time Overtime Double Time
2027 $255 $357 $471
2028 $265 $370 $489
2029 $275 $384 $507
2030 $285 $399 $526
Discount on Material:
As a Service and Support Program customer, you will receive a 60% discount off the Alerton, Delta, and Veris published list price schedule for parts and software sales and a 55% discount off the Belimo list price schedule. Contact [email protected] for order requests.
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Converting Your Data into Knowledge and Savings®
Syserco, Inc. | 215 Fourier Avenue | Fremont, CA 94539 | Ph. 510.498.1171 Confidential and Proprietary
Service Team
A major benefit of a Syserco Service and Support Program derives from having our Factory-Trained automation professionals familiar with your facility and its systems. The Service Team assigned to your facility are specialists in maintaining and troubleshooting your significant investment. This team includes an Account Executive, a Service Account Manager, Primary and Secondary Service Technicians.
The following team members will be dedicated to providing services within your facility:
• Director of Service Operations – Anthony Khaymovich: The Director of Service Operations is a key member of the executive team responsible for overseeing the daily operation of the entire service support team. They manage the team of technical support professionals to ensure we are providing our best customer satisfaction while we deliver world class support services to our service support program clients.
• Service Account Executive: Your Service Account Executive works with you and your team to identify your strategic business objectives and craft custom solutions to help you meet them. They work with the Syserco Service Team to ensure the service is provided in accordance with this contract and that it continues to meet your needs. Annually, the Account Executive will conduct a formal review of this agreement with your staff to discuss the services performed during the past year, to recommend improvements and options to enhance system performance, resolve operational problems, and modify our offerings as necessary to meet your changing needs and objectives.
• Service Account Manager: The Service Account Manager is a core member of the executive team responsible for building on top of our existing support offerings and delivering a consistent and high level of customer loyalty. They are a technical resource who understands the nuances of working at your site, as sists with scheduling the service specialists, and works with the team and your staff on incremental system / facility improvements and upgrades. The Service Account Manager is responsible for ensuring the service is provided in accordance with this contract and to continually consult with you and your staff regarding your objectives and to assist in developing a plan to reach them.
• Primary Service Technician: Your Primary Service Technician is a Factory – Trained Automation Technician. They are made familiar with your site, its systems and its procedures. They are assigned to execute your Preventative Maintenance Routines, Operator Coaching, and other contracted services.
• Secondary Service Technician: To ensure depth of coverage, Syserco assigns a Secondary Technician who is cross trained by the Primary Technician in the specific intricacies of your site. In the event your Primary Service Technician is unavailable to provide scheduled service due to sickness, vacation, etc. the Secondary Technician acts as a backup to provide you seamless, continuous coverage.
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Converting Your Data into Knowledge and Savings®
Syserco, Inc. | 215 Fourier Avenue | Fremont, CA 94539 | Ph. 510.498.1171 Confidential and Proprietary
Signature Page & Pricing Summary
Proposal date 5/22/2026
Services shall be provided at: City of Santa Clara – Alerton BMS (See Appendix A) This agreement shall remain in effect for an initial term of five-years and from year-to-year thereafter. 10/1/26 – 9/30/27 10/1/27 – 9/30/28 10/1/28 – 9/30/29 10/1/29 – 9/30/30 10/1/30 – 9/30/31 Base Price $ 33,757.00 $ 35,023.00 $ 36,336.00 $ 37,699.00 $ 39,113.00 Billing Cycle:
Annual in advance
Semi-Annual in advance
Quarterly in advance
Billing Terms:
Net 30
Prices quoted in this proposal are valid for 30 days. By signature below t his proposal is hereby accepted, Customer agrees to enter into the Service and Support Program (as described in the attached Terms and Conditions), and Syserco is authorized to proceed with the work. This agreement may be modified at any time during the program period to meet the changing needs of your facility with a 60 day written notice to Syserco.
Accepted By: Submitted By:
City of Santa Clara Syserco Inc.
1500 Warburton Ave. 215 Fourier Ave.
Santa Clara, CA 95050 Fremont, CA 94539
Approved by
(Signature):
Submitted by
(Signature):
Approval Name: Name:
Approver Title: Title
Approval Date: Date:
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Converting Your Data into Knowledge and Savings®
Syserco, Inc. | 215 Fourier Avenue | Fremont, CA 94539 | Ph. 510.498.1171 Confidential and Proprietary
Appendix A – List of Maintained Equipment
Site Global Controller
Police Department 1 ACM
Mission Branch Library 1 ACM
Senior Citizen Center 1 ACM
Triton Museum 1 ACM
Teen Center 1 BCM
911 & EOC 1 BCM
Fire Station 1 1 BCM
Fire Station 2 & Training Facility 1 BCM
Central Park Library 1 ACM
Community Recreation Center 1 BCM
Silicon Valley Animal Care Center 1 BCM
City Hall 2 ACM
Court House 1 ACM
Northside Library 1 BCM
Youth Soccer Park 1 BCM
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