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<br /> <br />I' <br /> <br />. <br /> <br />~ <br /> <br />A-2002-038 <br />MOTOROLA <br /> <br />DP\TE: <br /> <br />I~ ./ 2 i --0 7--- <br />Statement of Work <br /> <br />c ~ PO <br />Ftfl,) . <br /> <br />OnSite Infrastructure Response <br /> <br />1.0 Description of Service <br /> <br />OnSite Infrastructure Response provides for on-site technician Response as determined by pre-defined <br />severity levels set forth in Table C and Response times set forth in Table A-I in order to Restore the System. <br /> <br />The terms and conditions of this Statement of Work (SOW) are an integral part of the Motorola Service <br />Agreement or other applicable Agreement to which it is attached and made a part thereof by this reference. <br />If there are any inconsistencies between the provisions of this SOW and the provisions ofthe Service or <br />other applicable Agreement, the provisions of this SOW shall prevail. <br /> <br />2.0 Motorola has the following responsibilities: <br />2.1 If Motorola is providing Technical Support service (via an additional Statement of Work) in addition <br />to this OnSite Infrastructure Response service, Motorola will first respond in accordance with <br />Technical Support service Statement of Work and Table B herein, unless required to Respond <br />otherwise in the Communications System Agreement or other applicable Agreement. If, in the <br />performance of the Technical Support responsibilities, Motorola determines that an on-site technician <br />is necessary, dispatch will occur promptly after such determination is made and on-site response will <br />occur in accordance with Table A-2. <br />2.2 If Motorola is not providing Technical Support but only providing OnSite Infrastructure Response, <br />Motorola will respond in accordance with this Statement of Work and Tables A-I and C. <br />2.3 Perform diagnostics on the Component/Field Replaceable Unit (FRU) /assembly <br />2.4 Restore the System by replacing defective Component/FRU/assembly: <br />2.4.1 FRU and assembly will be provided by Customer. <br />2.5 Provide materials, tools, documentation, physical planning manuals, diagnostic and test equipment <br />necessary to perform the Maintenance service. <br /> <br />3.0 Customer has the following responsibilities: <br />3.1 Establish and maintain a suitable environment for the Equipment and provide the Servicer full, free, <br />and safe access to the Equipment so that the Servicer may provide Maintenance services. <br />3.2 Supply FRU or assembly as needed in order for Motorola to Restore the System as set forth in <br />paragraph 2.4.1 <br />3.3 Maintain and store any and all Software needed to Restore the System. <br />3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to <br />provide the OnSite Infrastructure Response services to Customer. <br /> <br />Table A-l- OnSite Response Times <br /> <br />Severity Level <br />Severity 1 <br /> <br />Response Time <br /> <br />Within 4 hours from receipt of notification <br /> <br />Severity 2 * <br /> <br />Within 4 hours from receipt of notification* <br /> <br />Severity 3 * <br /> <br />Within 24 hours from receipt ofnotification* <br /> <br />OnSite Infrastructure Response <br />Approved by Motorola Contracts & Compliance: 12/12/00 <br /> <br />Page 1 of2 <br />