Vendor needs to provide encelium software support service.– Provide Service and Support for the Encelium Lighting Control System• Provide software and hardware support including– Priority level telephone support, with maximum 4–hour response time during business hours– Software updates & upgrades included.– Factory–trained service technicians– Contract support hours to include customized training and troubleshooting including remote system diagnostic inspection, system configuration modifications, general system management, identifying and defining any system problems and providing solutions.– 2 on–site system visits including all travel costs. Visits include testing, adjustments, repairs, training, system optimization and troubleshooting, as requested. Visits to be scheduled within 14 days of request.– On–site support technicians to system components which are accessible such as; boards, switches, and other low voltage components that make up the Encelium Lighting Control System.– The agreement will cover 12 months.