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<br />e MOTOROLA
<br />
<br />Statement of Work
<br />
<br />Technical Support Service
<br />
<br />1,0 Description of Services
<br />
<br />The Technical Support service provides centralized remote telephoDe 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 (SSe) Technical Support Operation is staffed with technologists
<br />who specialize in the diagnosis and resolutioD 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: Astro 25 6,x, SmartZone v2,0,3 and
<br />higher, SmartZone/OmniLink, E91l, Private Data v2,0,3 and higher, SmartNet and Conventional Two-
<br />Way,
<br />
<br />The tenus 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 thereofby
<br />this reference.
<br />
<br />2,0 Motorola has the following responsibilities:
<br />2,1. Respond to requests for Technical Support for the Restoration of failed 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 detennining any additioDal requirements for issue
<br />characterization, Restoration, including providing a known fix for issue resolution when
<br />available,
<br />2.3. Attempt remote access to System for 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,S, 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 of an alternative course of action.
<br />
<br />3,0 Customer has the following responsibilities:
<br />3,1, Provide Motorola with pre-defined information prior to Start Date necessary to complete
<br />Customer Support PlaD,
<br />3, I, I. Complete database and escalation procedure forms,
<br />3,1,2, Submit chaDges 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
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