Attachment I Dispatch On Site.pdf

Issue Date: 15Nov 2013

Statement of Work

LTE On-Site Infrastructure Response Standard and Dispatch Service

Description of Service

Motorola Dispatch Service The Motorola Dispatch Service provides a central point of contact (via a toll free telephone number) to receive customer technical service requests. Upon receiving the customer call, the

Dispatch representative contacts the assigned Motorola technical support resources and dispatches them to the site per specified service level agreement following a documented process for prioritizing and assigning service calls and requests.

The types of service calls included in LTE Dispatch service may include but are not limited to opening Return Materials Authorization (RMA), dispatching technicians for scheduled preventative maintenance service or dispatching technicians to a network location.

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.

On-site Response Service On-Site Infrastructure Response Standard Service provides local, trained and qualified technicians who arrive at the customer location upon a dispatch service call to diagnose and restore the communications network. This includes running diagnostics on the hardware or FRU

(Field Replacement Unit) and replacing defective infrastructure or FRU. The system technician will respond to the customer location based on pre-defined severity levels. Through Motorola

OnLine, the customer has the ability to view case management details, add notes to the case or track case progress.

Severity Levels and Response Times

Severity

Level

Problem Types

Severity 1 Response is provided continuously within 4 hours from receipt of notification Major System failure

This level is meant to represent a major issue that results in an unusable system, sub-system, Product, or critical features from [Customer’s] perspective. No Work-around or immediate solution is available.

Severity 2 Response during Standard Business Day within 4 hours from receipt of notification

Significant System Impairment not to exceed 33% of system down

System problems presently being monitored

This level is meant to represent a moderate issue that limits [Customer’s]normal use of the system, sub-system, product, or major non-critical features from [Customer’s] perspective

Severity 3 Response during Standard Business Day within 24 hours from receipt of notification.

Intermittent system issues

Information questions

Upgrades/Preventative maintenance

This level is meant to represent a minor issue that does not preclude use of the system, sub-system, product, or critical features from a [Customer’s] perspective. It may also represent a cosmetic issue, including documentation errors, general usage questions, recommendations for product enhancements or modifications, and scheduled events such as preventative maintenance or product/system upgrades.

Note: Standard Business Day is defined as 8:00 a.m. – 5:00 p.m. customer local time (limited to ET, CT, MT or PT and for CDMA only CT) Monday to Friday, excluding all national and local holidays recognized by Motorola.

Motorola Responsibilities

On-Site Support o Motorola On-Site support provides local, trained and qualified technicians who arrive at your location to diagnose and restore the communications network, as follows:

Dispatch o Dispatch receives the call for service and begins the documented process for prioritizing and assigning service calls and requests.

o Following proven response and restoration processes, Dispatch will contact local service personnel and dispatch a qualified technician to your site.

o Dispatch uses an automated escalation and case management process to ensure that technician site arrival and system restoration comply with contracted response times (as described below).

o The system technician will respond to the customer location based on pre-defined severity levels (as described below).

o Through Motorola OnLine, the customer will have the ability to view case management details, add notes to the case or track case progress.

o Dispatch will maintain contact with the on-site technician until System Restoral and case is closed upon customer approval.

On-Site Technician o An automated escalation and case management process ensures that technician site arrival and system restoration comply with contracted response times (as described below).

o Technician will run diagnostics on the Infrastructure or FRU (Field Replacement Unit) or

FRE (Field Replacement Entity).

o Technician will replace defective infrastructure, FRU or FRE as deemed necessary by

Motorola.

o Dispatch will maintain contact with the on-site technician until System Restoral and case is closed upon customer approval.

Customer Obligations Provide Motorola with pre-defined Customer information and preferences prior to Start Date necessary to complete Customer Support Plan.

o Case notification preferences and procedure.

o Repair Verification preference and procedure.

o Database and escalation procedure forms.

o Submit changes in any information supplied in the Customer Support Plan to the

Customer Support Manager.

Provide the following information when initiating a service request:

o Assigned System ID number.

o Problem description and site location.

o Other pertinent information requested by Motorola to open a Case.

Allow Servicers access to Equipment.

Supply Infrastructure or FRU, as applicable, in order for Motorola to Restore the System.

Maintain and store in an easily accessible location any and all Software needed to Restore the

System.

Maintain and store in an easily accessible location proper System backups.

Verify with the System Support Center (SSC) that Restoration is complete or System is functional, if required by Repair Verification preference provided by Customer.

Cooperate with Motorola and perform all acts that are reasonable or necessary to enable

Motorola to provide these services.