Laserfiche WebLink
aM070ROLA SOLUTIONS QUOTE-3014423 <br />• Provide Motorola Solutions with all Customer -managed passwords required to access the Customer's system <br />upon request, when opening a request for service support, or when needed to enable response to a technical <br />issue. <br />• Pay additional support charges above the contracted service agreements that may apply if it is determined <br />that system faults were caused by the Customer or a third party making changes to the System without <br />written approval from Motorola Solutions, or if Customer -provided network connectivity is not capable of <br />supporting consistent heartbeat event transmission. Additional fees may be necessary to resolve an issue, <br />based on the exclusions above. <br />• Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola Solutions to <br />provide these services. <br />RESPONSE TIMES <br />In the event of an incident, a ticket is opened. Motorola Solutions will provide an initial response during normal <br />business hours: 8:00 a.m. to 5:00 p.m, Monday through Friday; excluding statutory (Federal and State) holidays, <br />and excluding Customer -specific holidays when a Customer representative would not be available to collaborate <br />with the CMSO Service Desk. Motorola's response time will be based on Customer's local time zone. <br />Upon ticket opening, the CMSO Service Desk and Technical Support will determine if a replacement camera <br />and/or solar panel will be required to resolve the incident. Motorola will then notify Customer to request an <br />advance replacement unit through their warranty coverage. <br />If On -site Standard Replacement has been purchased and meets requirements, the Customer will then notify the <br />Service Desk upon receipt of the replacement unit. Motorola will aim to have a Field Service Technician arrive on - <br />site within 8 hours of confirmation that Customer has received the replacement unit. <br />Any sales transaction following Motorola's quote is based on and subject to the terms and conditions of the valid and executed written contract between Customer and Motorola (the <br />""Underlying Agreement"") that authorizes Customer to purchase equipment and/or services or license software (collectively ""Products""). If no Underlying Agreement exists between <br />Motorola and Customer, then Motorola's Standard Terms of Use and Motorola's Standard Terms and Conditions of Sales and Supply shall govern the purchase of the Products. <br />Page 27 <br />