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. @ MOTOROLA Statement of Work Technical Support Service 1.0 Description of Services The Technical Support Operation at Motorola's SSC provides to Customer's technical staff centralized remote telephone support for technical issues that require a high level of communications systems expertise or troubleshooting on the Equipment. The Technical Support Operation is staffed with technologists who specialize in the diagnosis and resolution of system performance issues. Technical Support Service (i) shall not include software upgrades that may be required for issue resolution; and (ii) is only available for those system types supported and approved by Technical Support Operations, and (iii) is not available to provide Customer training via the telephone. Technical Support is applicable to the following system types: SmartZone v2.0.3 and higher, SmartZone/OnmiLink, E911, Private Data v2.0.3 and higher, and SmartNet. The following equipment is not supported by Technical Support: Micor, DeskTrac Repeater Model #L35sum7000; MSF 5000 that are not part ofa SmartZone system, NCP, and Darcom. The terms and conditions of this Statement of Work (SOW) are an integral part of the Motorola Service Agreement or other applicable Agreement to which it is attached and made a part thereof by this reference. If there are any inconsistencies between the provisions of this SOW and the provisions of the Service or other applicable Agreement, the provisions of the Agreement shall prevail. 2.0 Motorola has the following responsibilities: 2.1. Provide Technical Support Operation availability for all Severity One issues Continuously. 2.2. Respond to requests for the Restoration of failed Systems and to diagnose operation-affecting problems in accordance with the Response times defined in Table B and Severity Levels defined in Table C in Appendix 1 at the back of this Statement of Work. 2.3. Advise caller with procedure for determining any additional requirements for issue characterization, Restoration, or known fix for issue resolution. 2.4. Attempt remote access to System for remote diagnostics, ifpossible. 2.5. As needed, coordinate with the Servicer or Customer in the field until close of the Case. 2.6. Coordinate technical resolutions with agreed upon third party vendor(s), as needed. 2.7. Escalate support issues to Motorola engineering and product groups, if necessary. 2.8. Provide a focal point for any Systemic issue and manage the Systemic issue to resolution. 2.9. Escalate the Case to the appropriate party upon expiration of a Response time. 2.10. Provide remote assistance, if needed to install an Enhancement Release provided pursuant to the Software Subscription Agreement. 2.11. Provide Configuration Change Support and Work Flow changes to Systems that have dial in capability. 3.0 Customer has the following responsibilities: 3.1. Complete and submit all required database and escalation procedure forms to be entered and stored at the System Support Center prior to Start Date. 3.2. Submit changes in any information supplied in the above documents to the Customer Support Manager prior to the change taking effect. 3.3. Contact the System Support Center in order to access the Technical Support Operation, provide name of caller, name of Customer, System ID number, Service Agreement number, site(s) in questions, and brief description of the problem. 3.4. Supply on-site presence when requested by System Support Center. 3.5. Validate issue resolution prior to close of the Case. Technical Support Service Approved by Motorola Contracts & Compliance 11/14/01 Page 1 of2