Attachment (1) Dispatch-On Site.pdf

September 2013

ASTRO® 25 OnSite Infrastructure Response & Dispatch Service

Statement of Work Version 1.6

OnSite Infrastructure Response and Dispatch Customer Statement of Work

Approved by Motorola Contracts and Compliance September 2013

© Motorola 2013

OnSite Infrastructure Response and Dispatch Service Overview Motorola‘s OnSite Infrastructure Response & Dispatch service provides case management and escalation for onsite technical service requests. The service is delivered by the Motorola’s Solutions Support Center (SSC) in conjunction with a local service provider. The SSC is responsible for opening a case for onsite support and monitoring the status of that case to ensure strict compliance to committed response times.

The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference.

1.0 Description of Services

The Motorola SSC will receive customer request for OnSite service provider and dispatch a servicer. The servicer will respond to the customer location based on pre-defined Severity Levels set forth in Section 4.0 - Severity Level Definitions able and Response times set forth in Section 5.0 – Severity Level Response Time Commitments table in order to restore the system.

Motorola will provide case management as set forth herein. The SSC will maintain contact with the on-site Motorola Service Shop until system restoral and case closure. The SSC will continuously track and manage cases from creation to close through an automated case tracking process.

1.1 Scope

OnSite Infrastructure Response & Dispatch service is available 24 hours a day, 7 days a week in accordance with Severity Level Definitions and Severity Level Response Time Commitments listed in sections 4.0 and 5.0 of this document.

1.2 Geographic Availability

OnSite Infrastructure Response and Dispatch is available to customers worldwide where Motorola servicers are present. Response times are based on the customer’s local time zone.

1.3 Inclusions

Onsite Infrastructure Response and Dispatch Service can be delivered on Motorola-sold infrastructure.

2.0 Motorola has the following responsibilities:

2.1. Receive service requests.

2.2. Create a case as necessary when service requests are received. Gather information to perform the following:

2.2.1. Characterize the issue.

2.2.2. Determine a plan of action.

2.2.3. Assign and track the case to resolution.

2.3. Dispatch a servicer as required by Motorola standard procedures and provide necessary case information collected in 2.2.

2.4. Ensure the required personnel have access to customer information as needed.

2.5. Servicer will perform the following on-site:

2.5.1. Run diagnostics on the Infrastructure or Field Replacement Units (FRU).

2.5.2. Replace defective Infrastructure or FRU, as supplied by customer1.

2.5.3. Provide materials, tools, documentation, physical planning manuals, diagnostic/test equipment and any other requirements necessary to perform the maintenance service.

2.5.4. If a third party vendor is needed to restore the system, the Servicer may accompany that vendor onto the customer’s premises.

2.6. Verify with customer that restoration is complete or system is functional, if required by customer’s repair verification in the Customer Support Plan required by section

3.2. If verification by customer cannot be completed within 20 minutes of restoration, the case will be closed and the Servicer will be released.

2.7. Escalate the case to the appropriate party upon expiration of a response time.

2.8. Close the case upon receiving notification from customer or servicer, indicating the case is resolved.

2.9. Notify customer of case status as defined by the Customer Support Plan:

2.9.1. Open and closed; or

2.9.2. Open, assigned to the servicer, arrival of the servicer on-site, deferred or delayed, closed.

2.10. Provide Case activity reports to customer if requested.

3.0 Customer has the following responsibilities:

3.1. Contact Motorola, as necessary, to request service.

3.2. Provide Motorola with the following pre-defined customer information and preferences prior to start date necessary to complete Customer Support Plan (CSP):

3.2.1. Case notification preferences and procedure.

3.2.2. Repair verification preference and procedure.

3.2.3. Database and escalation procedure forms.

3.2.4. Submit changes in any information supplied in the CSP to the Customer

Support Manager (CSM).

3.3. Provide the following information when initiating a service request:

3.3.1. Assigned system ID number.

3.3.2. Problem description and site location.

3.3.3. Other pertinent information requested by Motorola to open a case.

3.4. Allow Servicers access to equipment.

3.5. Supply infrastructure or FRU, as applicable, in order for Motorola to restore the system as set forth in paragraph 2.5.2.

3.6. Maintain and store in an easily accessible location any and all software needed to restore the system.

3.7. Maintain and store in an easily accessible location proper system backups.

3.8. For E911 systems, test the secondary/backup Public Safety Answering Point

(PSAP) connection to be prepared in the event of a catastrophic failure of a system.

Train appropriate personnel on the procedures to perform the function of switching to the backup PSAP.

3.9. Verify with the SSC that restoration is complete or system is functional, if required by repair verification preference provided by customer in accordance with section 3.2.

3.10. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide these services.

1.Infrastructure Repair with Advanced Replacement (IRAR) is a service offering that provides repair and replacement of infrastructure equipment. IRAR enhances Onsite and Dispatch Service by enabling a faster response and repair times.

4.0 Severity Level Definitions

The following severity level definitions will be used to determine the maximum response times:

Severity Level

Severity Definition

Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of voice functionality and no work-around or immediate solution is available.

The following are examples of this kind of severity:

• 33% of call processing resources impaired

• Site Environment alarms:

o Smoke o Unauthorized access o Temperature o Power failure

Severity 2 This is defined as a fault that causes the system to operate with a continuous reduction in capacity or functionality of core services (core services include, voice, data or network management).

The following are examples of this kind of severity:

• Less than 33% of call processing resources impaired

• Failure of a single redundant component

Severity 3 This is defined as a fault which reduces the functionality, efficiency or usability of core services (voice, data and network management) and there is a viable work-around in place.

The following are examples of this kind of severity:

• Intermittent faults that are infrequent and minor impact to core services

• Statistical reporting problems Severity 4 This is defined as a minor issue, which has little or no impact on the functionality, efficiency or usability of core services. The following are examples of this kind of severity:

• Faults resulting in minor functions or features being unsupported or unreliable in ways that are not noticeable to the user.

• Faults that have no impact in how the user perceives the system to work.

• Cosmetic issues.

• Requests for information.

• Preventive Maintenance

5.0 Severity Level Response Time Commitments

(Customer’s Response Time Classification is designated in the Customer Support Plan.)

Severity Level

Standard Response Time

Severity 1*

Within 4 hours from receipt of notification continuously

Severity 2 Within 4 hours from receipt of notification

Standard Business Day

Severity 3 Within 8 hours from receipt of notification

Standard Business Day Severity 4 Within 12 hours from receipt of notification

Standard Business Day

*Premier Response is an option that provides a 2-hour response time for severity 1 issues.