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<br />e <br /> <br />~ MOl'OROLA <br /> <br />1.19 Response: Response times are defined as when a technician, a remote systems technologist or a <br />remote network specialist is actively working the technical issue, remotely or on-site, as determined <br />by Motorola. <br />1.20 RestorelRestoration: The effort required to bring Equipment to the level for which it was designed, <br />engineered and adjusted for performance in accordance with the manufacturer's published <br />specifications, although such Equipment may not necessarily be malfunctioning. <br />1.21 Servicer: a Motorola Authorized Service Station or Motorola Field Service personnel. <br />1.22 Software: Includes Motorola and any non-Motorola Software that may be furnished with the <br />Communications System. <br />1.23 Standard Business Day: Monday through Friday, 8:30 a.m. to 4:30 p.m., local time, excluding <br />Motorola holidays. <br />1.24 Standard Feature: A software functionality for components of Customer's System that is available <br />to Customer in the standard software release. <br />1.25 Start Date: Effective start date as listed on the Service Agreement or other applicable Agreement. <br />1.26 System: System is the communications system as defined in the Communications System <br />Agreement or other applicable Agreement. <br />1.27 System Acceptance: Unless otherwise defined in the Communications System Agreement, the date <br />upon which Motorola has successfully completed all of the System tests as described in the <br />acceptance test plan. <br />1.28 System Support Center: a Motorola facility located in Schaumburg, Illinois, the purpose of which is <br />to serve as Motorola's centralized system support facility to compliment the field support resources. <br />The System Support Center is hereinafter referred to as the "SSC." <br />1.29 System Test: Unit is tested in a Motorola manufactured system of similar type from which the unit <br />was designed to test all functionality of the unit to insure that it meets manufacturer specifications. <br />1.30 Systemic: A software/hardware product defect related to or affecting the designed system <br />operation. <br />1.31 Technical Support Operations: A centralized telephone support help desk that provides technical <br />support for Motorola customers' who have purchased Commercial Government and Industrial <br />Solutions Sector (CGISS) products or have a contract for technical support. <br />1.32 Work Flow: A step-by-step process including instruction or direction for routing, handling, and <br />processing information at a given agency. <br /> <br />Definitions <br />Approved by Motorola Contracts & Compliance 11114101 <br /> <br />Page 2 of2 <br />