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lien 23 06 09:S1a Santa Rna Police Dept n Statement of Work 714 245 8098 p.9 .-. i~ MOTOROLA Dispatch Service L0 Description of$ervices The Call Center Operation (CCO) at Motorola's SSC provides Continuously a central point of contuct fox technical custornet service requests. The CCO is staffed with customer supper( representatives who will coordinate the appropriate service response and resources. Service requests aze tracked and motritored from creation to close [hroup.Jr as electronic Case process. 'ffic tcmas and cvndidew of this Statement of Work are an integral part of the Motorola Service Agreement or other applicable Agreement :o which it is attached cad made a part thereof by this reference. If ffiere are any inconsistencies betvvan the provisions of this Statement of Work and the provisions of the Service or other applicable Agreement, the provisions of the Agreemem shall prevail 2.0 Motorola has the fbllowing responsibilities: 2.1. Continuously receive technical service requcats from Customer or Motorola via telephmre. 2.2. Open a Case and gather information from Customer to perform the following: 2.2.1. Characterize the issue 2.2.2. Deterrsine a play of action 2.2.3. Assign end track the Case to resolution. 2.3. Dispatch a Servicer as requred by standard procedures and provide necessary Case infomtation collected in section 3.2 2.4. Verify with Customer that Restoration is complUe or System is fustctional, if required by Customer's repa'u verification preference as set forth in section 3.1. If verification by Custorrter cannot be complUed within 20 trrinutes of Restoration, the Case will be closed and the Srnicer will be released. 2.5. Ensure the required peao~el have access to Customer infortation as needed. 2.6. Escalate the Case to the appropriate party upon expiration of a Response time. 2.7. Close the Case upon receivutg notifcaton from C\rstoma or Servicer, indicating the Case is resolved. 2.8. Notify Custome[ of Czse slams via pager or email at the following Case levels as determined in section 3.L 2.8.1. Dpen and Close; or 2.8.2.Open, Assigned, Arrival, llefered, Closed. 2.9. Provide periodic actirity [epurts w Customer. 3.0 Customer has the following responsibilities: 3.1. Provide Motorola vvith the following pre-dcFurcd information prior to sen~ice Starr Date: 3.1. L Case notification preferences 3.1.2. Repair verification preference 3.2. Call the SSC provide the following information to the customer support representative: 3.2,1. Assigned System ID number 3.2.2. Problem description acid site location 3.2.3.Other pertinent information for Motorola to open a Case. 3.3. Verify with [he SSC that Restoration is complUe or System is functional, if required by Customer's repair verifcaton preference stated nr section 3.1. 3.d ~ Complete and submit all required database and escalation procedure forms to be entered and stored at the System Support Center . 3.5, Sabtnit changes in any information supplied in the Customer Support Plan to the Customer Support Manager, 3.6. Cooperate widt Moorola and perfoma all acts that are reasonable or necessary [o enable Motorola to provide the Dispatch Service to Customer. Dispatch Service Approved by Motorola Contracts X Compliance I f7.i03/01 Page 1 of I MRY-23-2006 12:28PM From: 714 245 8098 ID: IL~32FLN XEROXM20I Pa se :009 R=94~