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MOTOROLA, INC. 2 - 2005
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MOTOROLA, INC. 2 - 2005
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Last modified
3/23/2017 2:37:19 PM
Creation date
9/8/2005 3:29:01 PM
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Contracts
Company Name
Motorola, Inc.
Contract #
A-2005-097
Agency
Police
Council Approval Date
5/2/2005
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1.1 R�1e orting a Problem. Customer shall assign an initial Severity Level for each error <br />reported, either verbally or in writing, based upon the definitions listed above. Because of the <br />urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Seller's call <br />intake center. Seller will notify the Customer if Seller makes any changes in Severity Level (up <br />or down) of any Customer - reported problem. <br />1.2 Seller Response. Seller will use best efforts to provide Customer with a resolution within <br />the appropriate Target Resolution Time and in accordance with the assigned Severity Level <br />when Customer allows timely access to the System and Seller diagnostics indicate that a <br />Residual Error is present in the Software. Target Resolution Times may not apply if an error <br />cannot be reproduced on a regular basis on either Seller's or Customer's Systems. Should <br />Customer report an error that Seller cannot reproduce, Seller may enable a detail error <br />capture /logging process to monitor the System. If Seller is unable to correct the reported <br />Residual Error within the specified Target Resolution Time, Seller will escalate its procedure and <br />assign such personnel or designee to correct such Residual Error promptly. Should Seller, in its <br />sole discretion, determine that such Residual Error is not present in its Release, Seller will verify; <br />(a) the Software operates in conformity to the System Specifications, (b) the Software is being <br />used in a manner for which it was intended or designed, and (c) the Software is used only with <br />approved hardware or software. The Target Resolution Time shall not commence until such <br />time as the verification procedures are completed. <br />1.3 Error Correction Status Report. Seller will provide verbal status reports on Severity Level I <br />and 2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to <br />System Administrator on a monthly basis. <br />2. Customer Responsibility. <br />2.1 Customer is responsible for running any installed anti -virus software. <br />2.2 Operating System ( "OS ") Upgrades. Unless otherwise stated herein, Customer is <br />responsible for any OS upgrades to its System. Before installing any OS upgrade, Customer <br />should contact Seller to verify that a given OS upgrade is appropriate. <br />3. Seller Resyonsibility. <br />3.1 Anti -virus software. At Customer's request, Seller will make every reasonable effort to <br />test and verify specific anti - virus, anti -worm, or anti - hacker patches against a replication of <br />Customer's application. Seller will respond to any reported problem as an escalated support call. <br />3.2 Customer Notifications. Seller shall provide access to (a) Field Changes; (b) Customer <br />Alert Bulletins; and (c) hardware and firmware updates, as released and if applicable. <br />ISD M &SA, Exhibit B Page D . 12 May 2, 2005 <br />Motorola Contract No. 05 -17505 <br />
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