MOTOROLA, INC. 1 - 2002 - Laserfiche WebLink

Home Browse Search

e r/!; MOTOROLA Statement of Work Infrastructure Repair with Advanced Replacement 1.0 Description of Services Infrastructure Repair provides repair service to Motorola and select third party Infrastructure as set forth in the applicable attached Exhibit, all of which are hereby incorporated by this reference. Customer's System type determines which Exhibit is applicable (i.e. Exhibit A is for SmartZone systems, Exhibit B is for SmartNet systems). Equipment is serviced down to the component level at the Motorola System Support Center (SSe). At Motorola's discretion, select third party Infrastructure may be sent to the original equipment manufacturer or third party vendor for repair. If third party Infrastructure is no longer supported by the original equipment manufacturer, Motorola may replace Equipment with a comparable/compatible or like Equipment, when possible. When available, Motorola will provide Customer with an advanced field replacement unit(s) (hereinafter "FRU") in exchange for Customer's malfunctioning FRU (s). Non-standard configurations and Customer- modified units are excluded from this service. Malfunctioning FRU (s) will be evaluated and repaired by Motorola's System Support Center (SSe) and returned to the SSC FRU inventory upon completion of repair. In cases where Advanced Replacement is not an option, such as when the Customer requires the exact serial number in order for Equipment to be returned, FRU may be available on a rental or loaner basis. 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. Maintain and provide access to an inventory ofFRU, subject to availability, that can be shipped from SSC to Customer or Servicer upon request as described in 3.1. SSC reserves the right to provide new or reconditioned units as FRU. The FRU will be of the same kit and version, and will contain similar boards and chips, as the Customer's malfunctioning FRU(s). 2.2. Program FRU which will be exchanged with Customer's malfunctioning unit to original operating parameters based on templates provided by Customer. If Customer template is not provided or is not reasonably usable, a generic template will be used. Motorola reserves the right to upgrade the FRU at no additional charge to Customer. 2.3. Properly package and ship FRU from the SSC FRU inventory to Customer specified address. 2.3.1. A FRU is sent next day air (paid by Motorola) via Federal Express Priority Overnight or UPS Red unless otherwise requested. Shipments outside of the above mentioned carrier programs, such as NFO (next flight out), are subject to additional charges to be paid by Customer. 2.3.2. Motorola will pay shipping and handling during normal operating hours of Monday through Friday 7:00am to 7:00pm CST. Shipments outside standard business hours are subject to additional shipping and handling charges to be paid by Customer. 2.3.3. When sending the FRU to Customer, provide a return air bill in order for Customer to return the Customer malfunctioning FRD. 2.4. Receive Equipment from Customer and document its arrival, repair and return. Provide return authorization numbers when requested as mentioned in 3.1. 2.5. Perform the following on Motorola Equipment: 2.5.1. Perform an operational check on the Equipment to determine the nature of the problem. 2.5.2. Replace malfunctioning Components with new or reconditioned assemblies. 2.5.3. Verify that Motorola Equipment is returned to Motorola manufactured specifications, as applicable. 2.5.4. Perform a Box Unit Test on all serviced Equipment. 2.5.5. Perform a System Test on select Equipment. Infrastructure Repair with Advanced Replacement Approved by Motorola Contracts & Compliance 11/15/01 Page 1 of7