I - Enhanced System Sup Ex I
EXHIBIT I
Enhanced System Support Statement of Work
Definitions
1.0 Definitions
Capitalized terms used in this Statement of Work and not otherwise defined within the Statement of
Work, Communications System Agreement or other applicable Agreement have the following
meanings:
1.1 Case: Electronic tracking document for requests for service through the System Support
Center.
1.2 Continuously: Seven (7) days per week, twenty four (24) hours a day, three hundred sixty-
five (365) days a year, or three hundred sixty-six (366) days in a Leap Year, including
holidays.
1 .3 Core Release: A new version of Software that adds Standard Features and major
enhancements. These new versions are signified by changes to the first digit of the version
identifier number (e.g. SmartZone 2.0.3 to SmartZone 3.0).
1.4 Customer: The end-user Customer as identified in the Communications System Agreement,
Service Agreement or other applicable Agreement.
1.5 Customer Support Plan: A document mutually developed by Motorola and the Customer that
provides information about the Customer and the System and describes the specific
processes by which Motorola will deliver and the Customer will receive the services
promised under this Statement of Work.
1.6 Enhancement Release: A superseding issue of Software, which adds to, improves, or
enhances the performance of Standard Features contained in the then currently shipping
Software version. These releases are signified by changes to the second digit of the version
identifier number (e.g. SmartZone 3.1 to SmartZone 3.2).
1.7 Equipment: The equipment specified in the Equipment List as set forth in the
Communications System Agreement, Service Agreement or other applicable Agreement,
including any additions to the Equipment List during the Warranty Period.
1.8 Enhanced System Support (ESS) Period: The 12 month period commencing at the start of
the Warranty Period for Equipment and Software as defined by the Communications System
Agreement.
1.9 Event: An alarm or informational notification received by Motorola through the Network
Management tools.
1.10 Firmware: Software in object code form that is implanted or embedded in hardware.
1.11 Infrastructure: The fixed Equipment excluding mobiles, portables, and accessories.
1.12 Maintenance: The process for determining the cause of Equipment failure, removing,
repairing, or replacing parts or elements necessary in order to conform the Equipment with
the manufacturer's specifications along with system specific specifications, delivering and
reinstalling the parts, and placing the Equipment back into operation.
1.13 Motorola Software: Software whose copyright is owned by Motorola.
1.14 Response: Response times are defined as when a technician, a remote systems
technologist or a remote network specialist is actively working the technical issue, remotely
or on-site, as determined by Motorola.
1.15 Restore/Restoration: The effort required to bring Equipment to the level for which it was
designed, engineered and adjusted for performance in accordance with the manufacturer's
published specifications, although such Equipment may not necessarily be malfunctioning.
1 .16 Servicer: a Motorola Authorized Ser/ice Station or Motorola Field Service personnel.
1.17 Software: Includes Motorola and any non-Motorola Software that may be furnished with the
Communications System.
1.18 Standard Business Day: Monday through Friday, 8:30 a.m. to 4:30 p.m., local time,
excluding Motorola holidays.
1.19 Standard Feature: A software functionality for components of Customer's System that is
available to Customer in the standard software release.
1.20 Start Date: Effective start date as listed on the Service Agreement or other applicable
Agreement.
1.21 System: System is the communications system as defined in the Communications System
Agreement or other applicable Agreement.
1.22 System Acceptance: Unless otherwise defined in the Communications System Agreement,
the date upon which Motorola has successfully completed all of the System tests as
described in the acceptance test plan.
1.23 System Support Center: a Motorola facility located in Schaumburg, Illinois, the purpose of
which is to serve as Motorola's centralized system support facility to compliment the field
support resources. The System Support Center is hereinafter referred to as the "SSC."
1.24 Systemic: A software/hardware product defect related to or affecting the designed system
operation.
1.25 Technical Support Operations: A centralized telephone support help desk that provides
technical support for Motorola customers who have purchased Commercial Government and
Industrial Solutions Sector (CGISS) products or have a contract for technical support.
Statement of Work
Enhanced System Support
Descriotion of Services
Enhanced System Support (ESS) is a bundled service and support package designed to support both the
software and hardware components of a new System during the ESS Period. By combining these services
into a comprehensive and cohesive offering, Motorola is able to most effectively deliver technical support,
diagnostic assistance, and restoration services in a thorough and timely manner.
During the ESS Period, ESS services supplement and compliment the Warranty as described in the
Communications System Agreement. The full offering of ESS services is included in the Purchase Price of
the System. After the ESS Period expires, these services are available for purchase under a separate
agreement.
ESS services will be provided in accordance with the terms and conditions set forth at the end of this
Statement of Work and in the Software Subscription Agreement which is attached as an exhibit to the
Communications System Agreement. If any conflict exists between the Statement of Work provisions and the
Terms and Conditions, the Terms and Conditions shall prevail.
Motorola Enhanced System Support is comprised of the following service products that will be described in
greater detail later in this Statement Of Work:
. Dispatch Service
. Technical Support
. Network Monitoring Service
. OnSite Infrastructure Response
. System Survey and Analysis
. Advanced Replacement
. Software Subscription Agreement
. Infrastructure Software Installation
. Software Upgrade Design
. System Audit
Expansion. Replacement. or Phased Implementation Equipment
As indicated above, ESS services are provided to support a new System. However, if after System
Acceptance new Equipment is being integrated with an existing System to expand the System, replace a
major part of the System, or provide a subsequent phase of the System if it was originally sold as a multiple
phase project, then such new Equipment will be covered as follows:
If the existing System is covered under its original ESS program, the new Equipment will be covered as if it
were part of the original System for the remainder of the ESS Period.
If the existing System is not covered under its original ESS program but is covered under a service
agreement with Motorola to provide services, then the new Equipment will be covered at the same level of
service for the remainder of the term of that service agreement and the price for the service agreement will
be increased to cover the additional Equipment.
If the existing System is not covered under either its original ESS program or a service agreement with
Motorola, the new Equipment is covered only by the Equipment warranty and not by ESS.
ISO and Plant Exclusion
The ESS program originated from and was designed to support Motorola's radio systems business. After the
ESS program was established, Motorola acquired certain companies and later created its Integrated
Solutions Division ("ISO") as part of its Commercial, Government, and Industrial Solutions Sector. ISO
includes Motorola's affiliated companies, Printrak International, Incorporated ("Printrak"), as well as the
Motorola products of the former Suncoast Scientific, Incorporated (such as Customer Service RequesU311
software) and the former Software Corporation of America (such as TxMessenger™, Premier MDCTM and
other application software products under the "Premier" product name, and AirMobile TM). Neither the ESS
program nor the Software Subscription program covers the software, hardware, or services provided by ISO
or by Plant Equipment, Inc. ("Plant"), Motorola's primary E911 solution subcontractor. ISO and Plant
products and services may be covered by separate maintenance and support agreements.
1.0 Motorola has the following responsibilities:
1.1 All services described in the ESS Statement of Work will be provided in accordance with the
terms of the Communications System Agreement and will cover only the Equipment and
related Software.
1.2 Prepare a Customer Support Plan in conjunction with the Customer, preferably before
System Acceptance.
2.1
Customer has the following responsibilities:
Prepare a Customer Support Plan in conjunction with Motorola, preferably before System
Acceptance. The Customer must provide all information necessary to complete the
Customer Support Plan.
Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the ESS services to Customer.
2.0
2.2
Statement of Work
Dispatch Service
1 .0 Description of Services
The Call Center Operation (CCO) at Motorola's SSC provides Continuously a central point of contact
for technical customer service requests. The CCO is staffed with customer support representatives
who will coordinate the appropriate service response and resources. Service requests are tracked
and monitored by Motorola from creation to close through an electronic Case process.
2.0 Motorola has the following responsibilities:
2.1 Continuously receive technical service requests from Customer or Motorola via telephone.
2.2 Open a Case and gather information from Customer to perform the following:
. Characterize the issue
. Determine a plan of action
. Assign and track the Case to resolution.
2.3 Dispatch a Servicer as required by standard procedures and provide necessary Case
information collected in section 2.2.
2.4 Verify with Customer that Restoration is complete or System is functional, if required by
Customer's repair verification preference as set forth in section 3.1. If verification by
Customer cannot be completed within 20 minutes of Restoration, the Case will be closed
and the Servicer will be released.
2.5 Ensure the required personnel have access to Customer information as needed.
2.6 Escalate the Case to the appropriate party upon expiration of a Response time.
2.7 Close the Case upon receiving notification from Customer or Servicer, indicating the Case is
resolved.
2.8 Notify Customer of Case status via pager or email at the following Case levels as
determined in section 3.1:
. Open and Close; or
. Open, Assigned, Arrival, Deferred, Closed.
2.9 Provide periodic activity reports to Customer.
3.0 Customer has the following responsibilities:
3.1 Provide Motorola with the following pre-defined information prior to service Start Date:
. Case notification preferences
. Repair verification preference
3.2 Call the SSC and provide the following information to the customer support representative:
. Assigned System 10 number
. Problem description and site location
. Other information as requested by Motorola to open a Case
3.3 Verify with the SSC that restoration is complete or System is functional, if required by
Customer's repair verification preference stated in section 3.1.
3.4 Complete and submit all required database and escalation procedure forms to be entered
and stored at the System Support Center prior to System Acceptance.
3.5 Submit changes in any information supplied in the Customer Support Plan to the Customer
Support Manager.
3.6 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the Dispatch Service to Customer.
Statement of Work
Technical Support
1 .0 Description of Services
The Technical Support Operation at Motorola's SSC provides to Customer's technical staff
centralized remote telephone support for technical issues that require a high level of communications
systems expertise or troubleshooting on the Equipment. The Technical Support Operation is staffed
with technologists who specialize in the diagnosis and resolution of system performance issues.
Technical Support (i) shall not include software upgrades that may be required for issue resolution;
and (ii) is only available for those system types supported and approved by Technical Support
Operations; however, such support is covered under the Software Subscription Agreement.
Technical Support is applicable to the following system types: SmartZone v2.0.3 and higher,
SmartZone/OmniLink, E911, Private Data v2.0.3 and higher, and SmartNet. The following
equipment is not supported by Technical Support: Micor, DeskTrac Repeater Model #L35sum7000;
MSF 5000 that are not part of a SmartZone system, NCP, and Darcom.
2.0 Motorola has the following responsibilities:
2.1 Provide Technical Support Operation availability for all Severity One issues Continuously.
2.2 Respond to requests for Technical Support in accordance with the Response times defined
in Table B and Severity Levels defined in Table C in Appendix 1 at the back of this
Statement of Work.
2.3 Advise caller with procedure for determining any additional requirements for issue
characterization, Restoration, or known fix for issue resolution.
2.4 Attempt remote access to system for remote diagnostics, if possible.
2.5 As needed, coordinate with the Servicer or Customer in the field until close of the Case.
2.6 Coordinate technical resolutions with agreed upon third party vendor(s), as needed.
2.7 Escalate support issues to Motorola engineering and product groups, if necessary.
2.8 Provide a focal point for any Systemic issue and manage the Systemic issue to resolution.
2.9 Escalate the Case to the appropriate party upon expiration of a Response time.
2.10 Provide remote assistance, if needed, to install an Enhancement Release provided pursuant
to the Software Subscription Agreement.
3.0 Customer has the following responsibilities:
3.1 Complete and submit all required database and escalation procedure forms to be entered
and stored at the System Support Center prior to Start Date.
3.2 Submit changes in any information supplied in the above documents to the Customer
Support Manager prior to the change taking effect.
3.3 Contact the System Support Center in order to access the Technical Support Operation,
provide name of caller, name of Customer, System ID number, Service Agreement number,
site(s) in questions, and brief description of the problem.
3.4 Supply on-site presence when requested by System Support Center.
3.5 Validate issue resolution prior to close of the Case.
3.6 Allow Motorola remote access to the System.
3.7 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the Technical Support services to Customer.
Statement of Work
Network Monitoring Service
1.0 Description of Service
Network Monitoring Service electronically monitors specific elements of the System for Events.
When an Event is detected, it is forwarded to the Motorola System Support Center using system
specific monitoring tools. The System Support Center is staffed with trained technologists, who
acknowledge the Event, run available diagnostic routines, and initiate an appropriate response.
Network Monitoring Service is applicable to the following system types: SmartZone,
SmartZone/OmniLink v2.0.3 and higher, E911, Private Data v2.0.3 and higher with a WNG box, and
SmartNet. The following equipment is not supported by Network Monitoring Service: Private Data
systems without a WNG box, Micor, DeskTrac Repeater; MSF 5000 that are not part of a SmartZone
system; MTR 2000; MSR 2000; and NCP Data Base Stations.
When the Customer Support Plan is prepared or at any time thereafter during the ESS Period,
Customer may elect to "Opt-Out" of the Network Monitoring Service by notifying Motorola in writing.
Upon receipt of such notification, Motorola will not perform further Network Monitoring Service.
Customer may choose to "Opt Back In" to Network Monitoring Service for the remainder of the
current term of the applicable agreement by notifying Motorola in writing.
2.0 Motorola has the following responsibilities:
2.1 Recommend and coordinate installation of any needed connectivity or monitoring equipment.
2.2 Provide dedicated 56k frame relay necessary for monitoring SmartZone, SmartZonel
OmniLink, and Private Data system types.
2.3 Verify connections and Event monitoring prior to System Acceptance or Start Date.
2.4 Monitor System Continuously.
2.5 Access the Customer's System to perform remote diagnostics as indicated per Customer in
section 3.6.
2.6 Create a Case when action is required.
2.7 Disable and enable System devices as needed for Servicers who go to the Customer's site
when intervention is needed.
2.8 Verify service of Event as needed.
2.9 Provide activity reports to Customer on Case history.
2.10 Provide Performance Reports for SmartZone, SmartZone OmniLink, and Private Data
system types.
3.0 Customer has to the following responsibilities:
3.1 Allow Motorola remote access Continuously to obtain System performance data.
3.2 Purchase any connectivity or monitoring equipment as determined by Motorola.
3.3 Cover any installation costs of connectivity or monitoring equipment.
3.4 Notify the System Support Center when Customer performs any activity that impacts the
System. (Activity that impacts the System may include, but is not limited to, installing
software or hardware upgrades, performing upgrades to the network, or taking down part of
the System to perform maintenance.)
3.5 Allow Servicers access to Equipment (including any connectivity or monitoring equipment) if
remote service is not possible.
3.6 Provide Motorola with pre-defined information prior to Start Date necessary to complete
Customer Support Plan
3.7 Order and maintain dedicated dial-up phone lines for telephone service for SmartNet and
E911 system types.
3.8 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the Network Monitoring Service to Customer.
Statement of Work
OnSite Infrastructure Response
1.0 Description of Service
OnSite Infrastructure Response provides for on-site technician Response as determined by pre-
defined severity levels set forth in Table C and Response times set forth in Table A-1 in order to
Restore the System.
2.0 Motorola has the following responsibilities:
2.1 If Motorola is providing Technical Support service in addition to this OnSite Infrastructure
Response service, Motorola will first respond in accordance with the Technical Support
service Statement of Work and Table A2, unless required to Respond otherwise in the
Communications System Agreement or other applicable Agreement. If, in the performance
of the Technical Support responsibilities, Motorola determines that an on-site technician is
necessary, dispatch will occur promptly after such determination is made and on-site
Response will occur in accordance with Table A-2.
2.2
2.3 Perform diagnostics on the component/Field Replacement Unit (FRU) /assembly.
2.4 Restore the System by replacing defective component/FRU/assembly.
2.5 Provide the FRU but only if the Advanced Replacement Statement of Work applies.
2.6 Provide materials, tools, documentation, physical planning manuals, diagnostic, and test
equipment necessary to perform the service.
3.0 Customer has the following responsibilities:
3.1 Establish and maintain a suitable environment for the Equipment and provide the Servicer
full, free, and safe access to the Equipment so that the Servicer may provide services.
3.2
3.3 Maintain and store any and all Software needed to Restore the System.
3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the OnSite Infrastructure Response services to Customer.
Statement of Work
System Survey and Analysis
1.0 Description of Service
System Survey and Analysis will provide operational test and alignment on the Customer's
Equipment (infrastructure or fixed network equipment only) to ensure the Equipment meets original
manufacturer's specifications, as set forth in the attached Table D System Survey and Analysis will
be performed during Standard Business Days. If System or Customer requirements dictate this
service must occur outside of Standard Business Days, Motorola will provide an additional quotation.
2.0 Motorola has the following responsibilities:
2.1 Notify the Customer of any possible System downtime needed to perform this service.
2.2 Physically inspect the infrastructure Equipment in the system (equipment cabinets, general
circuitry, fault indicators, cables, and connections).
2.3 Remove any dust, and/or foreign substances from the Equipment.
2.4 Clean filters, if applicable.
2.5 Measure, record, align, adjust the Equipment parameters in accordance with the manufacturer's
service manuals and the Rules and Regulations of the Federal Communications Commission
(FCC), where applicable.
3.0 Customer has the following responsibilities:
3.1 Provide preferred schedule for System Survey and Analysis to Motorola.
3.2 Authorize and acknowledge any System downtime.
3.3 Maintain periodic backup of databases, Software applications and Firmware.
3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the System Survey and Analysis services to Customer.
Statement of Work
Advanced Replacement
1.0 Description of Services
Motorola will provide Customer with an advanced Field Replacement Unit (FRU) in exchange for
Customer's malfunctioning FRU. A malfunctioning FRU will be evaluated and repaired by Motorola's
System Support Center (SSC) and returned to the SSC FRU inventory upon completion of repair.
Non-standard configurations and Customer-modified units are excluded from this service.
2.0 Motorola has the following responsibilities:
2.1 Maintain and provide access to an inventory of FRU, subject to availability, that can be
shipped from SSC to Customer upon request as described in section in 3.1.
Notwithstanding any statement to the contrary, the SSC reserves the right to provide to
Customer a new or reconditioned FRU. The FRU will be of the same kit and version, and will
contain similar boards and chips, as the Customer's malfunctioning FRU.
2.2 Program FRU to original operating parameters based on templates provided by Customer. If
Customer's template is not provided or is not reasonably usable, a generic template will be
used. Motorola reserves the right to upgrade the FRU at no additional charge to Customer.
2.3 Properly package and ship FRU from the SSC FRU inventory to Customer's address.
2.3.1 A FRU is sent next day air via Federal Express Priority Overnight or UPS Red
unless otherwise requested. Shipments outside of the above mentioned carrier
programs, such as NFO (next flight out), are subject to additional charges.
2.3.2 Motorola will pay shipping and handling during normal operating hours of Monday
through Friday 7:00am to 7:00pm CST. Shipments outside standard business hours
are subject to additional shipping and handling charges.
2.3.3 When sending the FRU to Customer, provide a return air bill in order for Customer to
return the malfunctioning FRU.
2.4 Evaluate and repair Customer's malfunctioning FRU and return it to the SSC FRU inventory
upon completion of repair.
3.0 Customer has the following responsibilities:
3.1 Call the SSC and request the FRU. The initial call to the SSC may be from Servicer if
Servicer is acting on Customer's behalf pursuant to the OnSite Infrastructure Response
Statement of Work.
3.1.1 Provide model description, model number, serial number, type of System and
firmware version, and address of site location for FRU.
3.1.2 Provide Customer purchase order number to secure payment for any cost as set
forth in section 2.3.1, 2.3.2. or 2.3.3.
3.2 Upon receipt of the FRU from the SSC FRU inventory, properly package Customer's
malfunctioning FRU to the SSC within 5 days for evaluation and repair as set forth in section
2.4. Customer must send the return air bill, referenced in section 2.3.3 back to the SSC in
order to ensure proper tracking of the returned FRU. Customer will be charged for a
replacement FRU if not properly returned.
3.3 Maintain templates of Software/applications and Firmware for reloading of the FRU as set
forth in section 2.2.
3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the Advanced Replacement services to Customer.
Statement of Work
Software Subscription Agreement
1.0 Description of Service
Motorola provides most Software releases by means of a Software Subscription Agreement ("SSA").
As more thoroughly discussed in the SSA, Motorola will provide to Customer periodic bulletins, which
announce and explain available Enhancement Releases and Core Releases for Motorola Software
for use with upgrade-capable Motorola Equipment covered by the SSA.
Non-Motorola Software (Le., Software whose copyright is owned by a party other than Motorola) and
some Motorola Software are excluded from the Software Subscription program. Examples of
excluded Motorola Software are: Software developed or provided by a Motorola business sector
other than CGISS; Radio Service Software; Customer Service RequesU311 software, and mobile
and host applications, message switch, and related software (such as TxMessenger™, Premiere
MDCTM, Airmobile™, and Virtual Control Head) that are marketed by Motorola's Integrated Solutions
Division of CGISS or by Motorola's affiliated companies, Printrak International, Inc. These excluded
Software products may be covered by a separate maintenance and support agreement.
2.0 Motorola has the following responsibilities:
2.1 Provide to Customer bulletins announcing Enhancement Releases and Core Releases.
2.2 Provide to Customer available Enhancements Releases and Core Releases as ordered by
Customer. If Customer orders a new Enhancement Release or Core Release, provide those
Standard Features included in the release that apply to Customer's existing System.
3.0 Customer has the following responsibilities:
3.1 Customer must contact its Motorola representative to order an available Enhancement
Release or Core Release.
3.2 Pay any charges associated with additional engineering or hardware required for each Core
Release that Customer chooses to order and install. Additional engineering may be required
if Customer's System has specially developed options.
3.3 Use the Software and releases in accordance with the terms of the Motorola software
license agreement executed by Customer or Motorola's standard software license
agreement if no license was signed.
3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the Software Subscription Agreement services to Customer.
Statement of Work
Infrastructure Software Installation
1.0 Description Of Service
Infrastructure Software Installation provides the technical resources to install and activate one (1)
Enhancement Release per year.
2.0 Motorola has the following responsibilities:
2.1 Install Enhancement Release that has been provided pursuant to a Motorola Software
Subscription Agreement.
2.2 Install additional hardware as required by the Enhancement Release.
3.0 Customer has the following responsibilities:
3.1
3.2 Inform System users of upgrade plans and scheduled System downtime.
3.3 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the Infrastructure Software Installation services to Customer.
Statement of Work
Software Upgrade Design
1 .0 Description of Service
Software Upgrade Design includes design services for Enhancement Releases only. Motorola will
review System audit data along with an equipment list to ensure there will be no Software
incompatibilities between equipment that is not being upgraded versus equipment which is being
upgraded with an Enhancement Release. Motorola will identify additional equipment and
engineering that is required as a result of the upgrade and will recommend a plan for installation.
2.0 Motorola has the following responsibilities:
2.1 Review Infrastructure System audit data as needed.
2.2 Identify additional System equipment needed to implement an Enhancement Release.
2.3 Complete a proposal defining the Enhancement Release, equipment requirements,
installation plan, and impact to System users that will fulfill the Customer's upgrade
requirements.
2.4 Advise Customer of probable impact to System users during the actual field upgrade
implementation.
3.0 Customer has the following responsibilities:
3.1 Contact Motorola upon receiving a bulletin to engage the appropriate Motorola resources for
an Enhancement Release.
3.2 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide Software Upgrade Design services to Customer.
Statement of Work
System Audit (only applicable if needed for Software Upgrade Design)
1.0 Description of Service
A System Audit provides the technical resources to gather System configuration information.
Depending on the specific requirements for the audit, information such as Software versions,
hardware versions, model and serial numbers, equipment distribution and System layouUarchitecture
is gathered and retained by Motorola. Motorola will provide a copy of the audit data to Customer.
2.0 Motorola has the following responsibilities:
2.1 Determine information to be collected in the audit, which may include Software versions,
hardware versions, model and serial numbers, equipment distribution and System
layouUarchitecture.
2.2 Contact Customer to schedule a mutually acceptable date and time for the audit, and inform
Customer of scheduled System down-time in order to complete the audit.
2.3 Service will be performed during Standard Business Day hours.
2.4 Collect System audit data.
2.5 Provide Customer a copy of the audit data collected.
2.6 Notify Customer if malfunctioning Equipment is discovered during the audit and whether that
Equipment cannot be audited due to the malfunction.
3.0 Customer has the following responsibilities:
3.1 Provide Motorola full, free, and safe access to the Equipment so that the Servicer may
collect the audit data.
3.2 If subscriber units are to be audited:
3.2.1 Provide a central location for the Servicer to receive the radio units and collect audit
data.
3.2.2 Communicate to all Customer subscriber users the audit schedule and location to
bring the units.
3.3 If Motorola is unable to collect audit data on Equipment due to unavailability/access,
Customer may be responsible for additional time and travel charges for the second attempt
to obtain the audit information for that Equipment.
3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the System Audit services to Customer.
Appendix 1
TABLE A-2 - OnSite Infrastructure Response with Technical Support Response Times
SEVERITY RESPONSE
Severity 1 Within 1 Hour from receipt of request for Technical Support
On Site within 2 hours from time of dispatch
Severity 2 * Within 2 Hours from receipt of request for Technical Support
On Site within 4 hours* from time of dispatch*
Severity 3 * Within next Business Day from receipt of request for Technical Support*
On Site within 24 hours* from time of dispatch
*Standard Business Day
TABLE C -Severity Definitions
Severity 'Level ProblernTypes
Severity 1 Major system failure
33% of System down
33% of Site channels down
Site Environment Alarms (smoke, access, temp, AC Power)
Response is provided Continuously.
Severity 2 Significant System Impairment
Response is provided during Standard Business Days
Severity 3 Parts Questions
Upgrades
Intermittent problems
System problems presently being monitored
Res onse is rovided durin Standard Business Da s.
Table D-Covered E ui ment. SmartZone
Repeater(s), Control Station(s)
Consoles Positions/Remotes
Central Controllers, Digitac, Comparators
GPS
Site Equipment
UPS
Other Equipment
Ie
lifier
ui ment