Laserfiche WebLink
523 Motorola System Support Center <br />Located in Schaumburg, Illinois, the System Support Center (SSC) is a key component to the overall <br />management and system maintenance, As detailed in this Customer Support Plan, the following <br />services are provided by the System Support Center; <br />• Dispatch Service. <br />• Infrastructure Repair. <br />5,14 Motorola Local Service Provider <br />Motorola's authorized service centers are staffed with trained and qualified technicians, They provide <br />rapid response, repair, restoration, installations, removals, programnung, and scheduled preventive <br />maintenance tasks for site standards compliance and RF operability. Motorola's authorized service <br />centers are assessed annually for technical and administrative competency. <br />Motorola places great emphasis on ensuring that communications systems, such as the one proposed <br />for the City of Santa Ana, meet high standards for design, manufacture, and performance. To enhance <br />the value of the communications system being acquired, Motorola offers customized warranty and <br />post - warranty services as outlined in this section. <br />5.2.5 Warranty Services <br />Motorola will provide warranty services per our standard warranty terms and conditions as outlined <br />within the Communication Systems Agreement within this proposal, hl addition to the Standard <br />Commercial Warranty, the service products that comprise the Custom Warranty package mirror those <br />delivered to Santa Ana and are listed below along with a brief description. <br />• Dispatch Service. <br />• Technical Support. <br />• Infrastructure Repair with Advance Replacement Service. <br />• OnSito Support Regular (4 hour response time). <br />• Network Preventative Maintenance. <br />51.6 Dispatch Service <br />Motorola's Dispatch Service ensures that trained and qualified technicians are dispatched to diagnose <br />and restore your communications network Following proven response and restoration processes, the <br />local authorized service center in your area is contacted and a qualified technician is sent to your site. <br />An automated escalation and case management process is followed to ensure that technician site <br />arrival and system restoration comply with contracted response and restore times. Once the issue has <br />been resolved, the System Support Center verifies resolution and with your approval, closes the case. <br />Activity records are also available to provide a comprehensive history of site performance, issues, and <br />resolution, <br />5.2.7 Technical Support Service <br />Motorola Technical Support service provides an additional layer of support through centralized, <br />telephone consultation for issues that require a high level of communications network expertise and <br />troubleshooting capabilities. <br />City of Santa Ana <br />MCC7500 P25 Dispatch Migration and Subscribers <br />02 April 2015 <br />Use or disclosure of this proposal Is subject <br />to the restrictions on the cover page. <br />Motorola Solutions Confidential Restricted 55A -127 Warranty and Maintenance Services 5 -2 <br />