Laserfiche WebLink
<br />,/ <br /> <br />CD MOTOROLA <br /> <br />Statement of Work <br /> <br />Technical Support Service <br /> <br />1.0 Description ofServices <br /> <br />The Technical Support service provides centralized remote telephone support for technical issues that <br />require a high level of communications systems expertise or troubleshooting on Equipment. The <br />Motorola System Support Center's (SSC) Technical Support Operation is staffed with technologists <br />who specialize in the diagnosis and resolution of system performance issues. Technical Support <br />Service (i) does not include software upgrades that may be required for issue resolution; and (ii) does <br />not include Customer training (iii) is only available for those system types supported and approved by <br />Technical Support Operations, <br /> <br />Technical Support is applicable to the following system types: AstrD 25 6.x, SmartZone v2.0.3 and <br />higher, SmartZone/OmniLink, E911, Private Data v2.0.3 and higher, SmartNet and Conventional Two- <br />Way. <br /> <br />The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service <br />Terms and Conditions or other applicable Agreement to which it is attached and made a part thereof by <br />this reference. <br /> <br />2.0 Motorola has the following responsibilities: <br />2.1. Respond to requests for Technical Support for the Restoration offailed Systems and diagnosis <br />of operation problems in accordance with the response times set forth in the Remote <br />Technical Support Response Times Table and the Severity Level defined in the Severity <br />Definitions Table. <br />2.2. Advise caller of procedure for determining any additional requirements for issue <br />characterizatiDn, Restoration, iDcluding providing a known fix for issue resolution when <br />available. <br />2.3. Attempt remote access to System fur remote diagnostics, when possible. <br />2.4. Maintain communication with the Servicer or Customer in the field until close of the Case, as <br />needed. <br />2.5. Coordinate technical resolutions with agreed upon third party vendor(s), as needed. <br />2.6. Escalate and manage support issues, including Systemic issues, to Motorola engineering and <br />product groups, as applicable. <br />2.7. Escalate the Case to the appropriate party upon expiration of a Response time. <br />2.8. Provide Configuration Change Support and Work Flow changes to Systems that have dial in <br />or remote access capability. <br />2.9. Determine, in its sole discretion, when a Case requires more than the Technical Support <br />services described in this SOW and notify Customer ofan alternative course of action. <br /> <br />3.0 Customer has the fullowing responsibilities: <br />3.1. Provide Motorola with pre-defined information prior to Start Date necessary to complete <br />Customer Support Plan, <br />3.1.1. Complete database and escalation procedure forms. <br />3.1.2. Submit changes in any information supplied in the Customer Support Plan to the <br />Customer Support Manager. <br />3.2. Contact the SSC in order to access the Technical Support Operation, provide name of caller, <br />name of Customer, System ID number, Service Agreement number, site(s) in questions, and brief <br />description of the problem, <br />3.3. Supply on-site presence when requested by System Support Center. <br />3.4. Validate issue resolution prior to close of the Case. <br /> <br />Technical Support Service <br />Approved by Motorola Contracts and Compliance 12-19-03 <br /> <br />page 1 qf] <br />