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Technical Support is delivered by the System Support Center (SSC), The SSC is staffed with trained, <br />skilled technologists specializing in the diagnosis and swift resolution of network perforulunce issues. <br />These technologists have access to a solutions database as well as in house test labs and development <br />engineers. Technical Support cases are continuously monitored against stringent inbound call <br />management and case management standards to ensure rapid and consistent issue resolution. <br />Technical Support service translates into measurable, customer - specific metrics for assured network <br />performance and system availability. <br />5.2.8 Infrastructure Repair <br />Infrastructure Repair service provides for the repair of all Motorola- manufactured equipment, as well <br />as equipment from third -party infrastructure vendors. All repair management is handled through a <br />central location eliminating your need to send equipment to multiple locations, <br />Comprehensive test labs replicate your network in order to reproduce and analyze the issue. State -cf- <br />the -art, industry- standard repair tools enable our technicians to troubleshoot, analyze, test, and repair <br />your equipment. Our IS09001 and TL9000- certified processes and methodologies ensure that your <br />equipment is quickly returned maintaining the highest quality standards. <br />The ASTRO 25 Maintenance Proposal does not cover the Unified Push To Talk (UPTT) solution at <br />this time, Motorola would be pleased to offer maintenance for this subsystem at a later date and at an <br />additional cost. <br />Service agreements allow you to budget your rnaintenance costs on an annual basis. Equipment <br />covered under service agreements also receives higher service priority, which results in quicker repair <br />times. <br />5.19 Infrastructure Repair with Advanced Replacement <br />Infrastructure Repair with our Advanced Replacement upgrade supplements your spares inventory <br />with Motorola's centralized inventory of critical equipment. <br />In advance of Motorola repairing the malfunctioning unit, a replacement unit is sent to you within 24 <br />hours to ensure a spare unit is available. Upon receipt of the malfunctioning unit, Motorola repairs the <br />unit and replace it in our centralized inventory. <br />5110 On -Site Infrastructure Response <br />Motorola On -Site Infrastructure Response provides local, trained and qualified technicians who arrive <br />at your location to diagnose and restore your communications network. Following proven response <br />and restore processes, Motorola Dispatch contacts the local authorized service center in your area and <br />dispatches a qualified technician to your site. An automated escalation and case management process <br />ensures that technician site arrival and system restoration comply with contracted response times. The <br />field technician restores the system by performing first level troubleshooting on site. If the technician <br />is unable to resolve the issue, the case is escalated to the System Support Center or product <br />engineering teams as needed. <br />5211 Network Preventative Maintenance <br />Network Preventative Maintenance provides will provide an operational test and alignment on <br />ABPD's hnfrastructure Equipment (infrastructure or fixed network equipment only) to ensure the <br />infrastructure meets the original manufacture's specifications. <br />City of Santa Ana <br />MC07500 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 />0 Motorola Solutions Confidentlol Restricted Warranty and Malntenance Services 5 -3 <br />55A -128 <br />