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May 23 06 09:SOa Santa Rna Police Dept Statement of Work Technical Support Service 1.0 DescriptionofServices 714 245 6098 p.7 ^ ~ MOTOROLA The Technical Support Operation at blororola's SSC provides ro Customer's techmcal staff cenoralized remote telephone support for technical issues that require a high level of communications systems expertise or troubleshoctirtg on the Equipment. The Technical Support Operation is staffed with technologists who specialize in the diagoosis and resolution of system performance issues. Technical Support Service (i) shall not ir~lude soRareete upgrades that tnay be requred for issue n-solution; and (ii) is only available for those system types supported and approved by Technical Suppori Operations, and (ill) is not available to provide Customer training via the telephone. Technical Support is appllcable to the following system types: SmartZorx v2.0.3 and higher, StoartZonelOnrniLink, E911, Private Data v2.0.3 end higher, end SmartNet. The following equipment is not supported by Technical Support: Micor, DeskTrac Repeater Model #L35sum7000; MSF 5000 that are no[ part of a SmartZone system, NCY, and Darcom. The terms and candiHons ofthis Statement of Work (SOW) are an integral part of the Motorola Setvice Agreement err other applicable Agreement to wlach it is attached and made a pari thereof by this reference. If there ere any inconsistencies between the provisions of this SOW and 16e provisions of the Servix or other applicable Agreement, the provisions of the Agreemeut shall prevarT. 2.0 Motorola has the following responsibilities: 2.1. Provide Technical Support Opcradvn availability for all Severity One issues Continuously. 2.2. Respotd to requests for the Restoration of failed Systems and to diagnose oparafion-affecting probk:as in accordance with the Response times defined m Table B and Severity Levels defined in Table C in Appendix 1 et the back ofthis Statement of Work. 2.3. Advise caller with procedure for determining any additional requirements far issue characterization, Restorntiaa, or known Cix for issue resolution. 2.4. Attempt rettwto access tv System for remote diagnostics, if possible. 2.5. As needed, coordinate with the Servicer or Custonrcr in the field until close ofth Case. 2.6. Coordinate technical resolutions with agreed upon third party vendor(s), as needed. 2.7. Escalate support issues to Motorola egginearing and product groups, if necessary. 2.8. Provide a focal point for any Systemic issue and manage the Sysletaic issue to resolution. 2.9. Escalate the Case to the appropriate party upon expiration of a Response time. 2.10. Provide remote assistance, if needed to install an Enhancement Release provided pursuam to the Software Subscription Agreement. 2.11. Provide Configuration Change Support and Work Flow changes to Systems that have dial in capability. 3.0 Customer Las the following responsibilities: 3.i. Conrplcec and submit all required database and escalation procedure furrns to be entered and stored at the System Support Center prior [o Start Date. 3.2. Subnilt changes ih any information supplied in the above documents to the Customer Support hfaneger prior to the chariee takittg effect. 3.3. Contact the Sys[ern Support Center in order to access the Technical Support Operation, provide name of caller, name of Customer, System iD number, Service Agreement munber, site(s) ht questions, end brief description oftheproblem. - %- 3.4. Supply on-site presence when requested by System Support Center. 3.5. Validate issue resolution prior to cbse of the Case. Technical Support Service - Appraved by Motorola Coalracb & Compliance !!/14/0! Page 1 of Z MAY-23-2006 12:28PM From: 714 245 8098 ID:IL232FLN XEROXM20I Paoe:007 R=94%