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<br />" MOTOROLA
<br />
<br />Statement of Work
<br />
<br />OnSite Infrastructure Response and Dispatch Service
<br />
<br />1,0 Description of Services
<br />
<br />The Motorola System Support Center (SSC) will receive Customer request for service aud dispatch a Servicer.
<br />The Servicer will respond to the Customer location based on pre-defined Severity Levels set forth in the
<br />Severity Definitions Table and Response times set forth in the Response Time Table in order to Restore the
<br />System,
<br />
<br />Motorola will provide Case management as set forth herein, The SSC will maintain contact with the on-site
<br />Servicer until System Restoral and Case is closed, The SSC will Continuously track and manage Cases from
<br />creation to close through an automated Case tracking process. This Case management allows for Motorola to
<br />provide Case activity reports,
<br />
<br />The terms and conditions of this Statement of Work (SOW) are aD integral part of Motorola's Service Terms
<br />and Conditions or other applicable Agreement to which it is attached and made a part thereof by this reference.
<br />
<br />2,0 Motorola has the following responsibilities:
<br />2.1. Continuously receive service requests.
<br />2.2. Create a Case as necessary when service requests are received. Gather information to perform the
<br />following:
<br />2,2,1. Characterize the issue,
<br />2,2,2, Determine a plan of action.
<br />2.2,3, Assign and track the Case to resolution,
<br />2,3. Dispatch a Servicer as required by Motorola standard procedures and provide necessary Case information
<br />collected in 2.2,
<br />2.4. Ensure the required personnel have access to Customer information as needed.
<br />2.5, Servicer will perform the following on-site:
<br />2.5, I, Run diagnostics on the Infrastructure or FRU,
<br />2,5,2, Replace defective IDfrastructure or FRU, as applicable, Customer, Servicer or Motorola may
<br />provide Infrastructure or FRU.
<br />2.5,3, Provide materials, tools, documentation, physical planning manuals, diagnostic/test equipment and
<br />any other requirements necessary to perform the Maintenance service.
<br />2,5.4, lfa third party VeDdor is needed to Restore the System, the Servicer may accompany that Vendor
<br />onto the Customer's premises.
<br />2.6. Verify with Customer that Restoration is complete or System is functional, if required by Customer's
<br />repair Verification in the Customer Support Plan required by section 3,2, IfVerificatioD by Customer
<br />cannot be completed within 20 minutes of Restoration, the Case will be closed and the Servicer will be
<br />released,
<br />2,7. Escalate the Case to the appropriate party upon expiration of a Response time,
<br />2,8. Close the Case upon receiving notification from Customer or Servicer, indicating the Case is resolved,
<br />2,9, Notify Customer of Case Status as defmed required by the Customer Support Plan:
<br />2,9,1. Open and closed; or
<br />2,9,2, Open, assigned to the Servicer, arrival of the Servicer on-site, deferred or delayed, closed,
<br />2.10. Provide Case activity reports to Customer.
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<br />3,0 Customer has the following responsibilities:
<br />3, I, Contact Motorola, as necessary, to request service Continuously.
<br />3,2, Provide Motorola with pre-defined Customer information and preferences prior to Start Date necessary to
<br />complete Customer Support Plan,
<br />3,2,1, Case notification preferences and procedure,
<br />3,2.2, Repair Verification preference and procedure.
<br />
<br />OnSite Infi'astrllcture Rejponse and Dispatch Service
<br />Approved by Motorola Contracts and Compliance /2-29-03
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