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Iiay 23 06 09:SOa Santa Rna Police Dept 7~1\4 245 6098 p.e <br />3.6. Allow Motorola remote access to the System. ~/ <br />-, _3.7. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola ro <br />provide the Technical Support services to Customer. <br />3.6. Acktrowledge that Cases will be handled in accordance with the times end priorities as deFmed in Table B <br />and C m Appendix ] at the back of this SOW. <br />APYENDD{ 1 <br />TABLE B -Remote Technical Support Response Times <br />SEVERITY RESPONSE <br />Severi ] Within l Hots from recei t of notification <br />Seven 2~ Withiu 4 Hours 6om recei t of natiflc¢tion <br />Seven 3` WitlunnextBtuinessDa <br />'Standard Business Days <br />TABLE C severity Definitions <br />Severity Level Problem Types <br />Severity I Major system failure <br /> 33 ~ of System down <br /> 33%ofSite channels down <br /> Site Environment Alarms (smoke, access, temp, AC Power) <br /> Response is provided Continuously. <br />Severity 2 Significant System Impairment <br /> Response during Standard Businass Day <br />Severity3 Parts Questions <br /> Upgrades <br /> Interntittentprobletns <br /> System problems presently being monitored <br /> Operational and in#'ormational questions <br /> Cottfigu[ation Change Support and Work Flow procedure questioru <br />Technical Support Service <br />ApproveAbyMororola Contracu & Compliance 1 l/14/01 <br />Page 2 of Z <br />MRY-23-2006 12:28PM From: 714 245 8098 ID:IL232FLN XEROXM20I Paae:008 R-94% <br />