MOTOROLA, INC. 1 - 2002 - Laserfiche WebLink

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e ~ MOTOROLA Statement of Work Dispatch Service 1.0 Description of Services The Call Center Operation (CCO) at Motorola's SSC provides Continuously a central point of contact for technical customer service requests. The CCO is staffed with customer support representatives who will coordinate the appropriate service response and resources. Service requests are tracked and monitored from creation to close through an electronic Case process. The terms and conditions of this Statement of Work 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. Ifthere are any inconsistencies between the provisions of this Statement of Work 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. Continuously receive technical service requests from Customer or Motorola via telephone. 2.2. Open a Case and gather information from Customer to perform the following: 2.2.1. Characterize the issue 2.2.2. Determine a plan of action 2.2.3. Assign and track the Case to resolution. 2.3. Dispatch a Servicer as required by standard procedures and provide necessary Case information collected in section 3.2 2.4. Verify with Customer that Restoration is complete or System is functional, if required by Customer's repair verification preference as set forth in section 3.1. If verification by Customer cannot be completed within 20 minutes of Restoration, the Case will be closed and the Servicer will be released. 2.5. Ensure the required personnel have access to Customer information as needed. 2.6. Escalate the Case to the appropriate party upon expiration of a Response time. 2.7. Close the Case upon receiving notification from Customer or Servicer, indicating the Case is resolved. 2.8. Notify Customer of Case status via pager or email at the following Case levels as determined in section 3.1: 2.8.1. Open and Close; or 2.8.2. Open, Assigned, Arrival, Deferred, Closed. 2.9. Provide periodic activity reports to Customer. 3.0 Customer has the following responsibilities: 3.1. Provide Motorola with the following pre-defined information prior to service Start Date: 3.1.1. Case notification preferences 3.1.2. Repair verification preference 3.2. Call the SSC provide the following information to the customer support representative: 3.2.1. Assigned System ID number 3.2.2. Problem description and site location 3.2.3. Other pertinent information for Motorola to open a Case. 3.3. Verify with the SSC that Restoration is complete or System is functional, if required by Customer's repair verification preference stated in section 3.1. 3.4. Complete and submit all required database and escalation procedure forms to be entered and stored at the System Support Center. 3.5. Submit changes in any information supplied in the Customer Support Plan to the Customer Support Manager. 3.6. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the Dispatch Service to Customer. Dispatch Service Approved by Motorola Contracts & Compliance 10/03/0J Page 1 of 1