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May 23 06 09:51a Santa Pna Poliee Oept 714 245 8098 p. 10 <br /> <br /> <br />~^'~ J-• <br />MO'TOROl.A <br />1.19 Response: Response times are defined as when a technician, a remote system, technologist or a <br />remote network specialist is actively working the technical issue, remotely or on-site, as dctenrdned <br />by Dotorola. <br />1.20 RestoraRtestoration: i he e[fott required to bring Fquiptnent [o the level for which it was designed, <br />engineered and adjusted for perfommnce in accordance with the manufacturer's published <br />specifications, although such Equipment may not necessarily be malfunctioning. <br />L21 Servicer: a Motorola Authorized Service Station or Motorola Field Service personnel. <br />1.22 Softaate: Includes Motorola and any non•Motorola Sotlware that maybe furnished with the <br />Communications System <br />1.23 Standard Business Day: Monday though Friday, 8 ~0 a.m. to 4:30 p.m, local time, excluding <br />Motorola holidays. <br />1.24 Standazd Feature: A software functionality for components of Customer's Sys~m that is available <br />to Customer in the siartdard software release. <br />1.25 Start Date: Effective start date as listed on the Semce Agreement or other applicable Agreement. <br />1.26 System: System is the communications system as defined in the Communications System <br />Agreement or other applicable Agreement. <br />1.27 System Acceptance: Unless otherwise defined in the Communications System Agrcertxm, the date <br />upon which Motorola has successfully completed all of the System tests as described in the <br />acceptance test plan. <br />1.28 System Support Center: a Motorola facility located in Schaumburg, Illinois, the purpose of which is <br />to serve es Motorola's centrelized System support facility to compliment the field support resources. <br />The System Support Ccatcr is hercirraRer referred to as the "SSC." <br />1.29 System Test Unit is tested in a Motorola manufactured system of simitaz type tram which the unit <br />was designed to test a[l functionality of the unit to insure that it rttcets manufacnner specifications, <br />1.30 Systemic: A sofiware/hazdware product defect related to or affecting the designed system <br />operation <br />l31 Teehrtical Support Operations: A centralized telephone support help desk that provides technical <br />support for Motorola custtuaers' who have purchased Corrartcrcial Government arul Industrial <br />Solutions Sector (CG1SS) products or have a connect for technical support. <br />1.32 Work Flow: Astep-by-step process including instruction or direction for routing, handling, and <br />processing information at a given agency. <br />Definitions <br />Approved by Motoro/a Cnntrncts & Cemplianre/1/(4/01 <br />Page 2 of 2 <br />MRY-23-2006 12:29PM From: 714 245 8098 ID:IL232FLN XER0XM20I Pa9e:010 R=94% <br />