Motorola Agreement
MOTORQLA
September 12, 2008
Gladys Acosta
City of Miami Beach Police Department
1100 Washington Avenue
Miami Beach, FL 33139
c7G-- lc~q~~~
RE: Extension to Maintenance and Support Agreement: 001996-000
Product: PremierCAD and LRMS
Dear Ms. Acosta:
By means of this letter, Motorola, Inc. hereby extends City of Miami Beach Police Department
maintenance and support agreement as referenced above. Enclosed are two (2) copies of the updated
Exhibit A Description of Covered Products, Exhibit B Support Plan, Exhibit C Support Plan Options and
Pricing Worksheet and Exhibit D Billable Rates for the period 10/01/08 through 03/31/09. Pursuant to
Section 3.2 of the original agreement as referenced above, all terms and conditions shall remain in full
force and effect.
Please indicate acceptance of this extension by signing the acceptance block below and returning one
copy to my attention at Motorola, Inc. at 1250 North Tustin Avenue, Anaheim, California 92807 or
fax it to my attention at 714-237-0050 on or before 10/15/08. Failure to return this fully executed letter
on or before 10/15/08 will result in a lapse in maintenance, which will be subject to a 10% recertification
and reimplementation fee.
If you have any questions or need further clarification, please contact me directly at 714-238-2057 or e-
mail tanyamansell@motorola.com.
Sincerely,
J cutc~il; JYlart~se~
Tanya Mansell
Sr. Contracts Specialist
Motorola, Inc.
Accepted by:
MOTOROLA, INC.
_.._
._..,.
-~'7
Signed t~i;.r
Printed Name: Mike Burpoe
Title: Director, Customer Support
Date: ~ I ~ ~ D ~'
hltator~ria, ir~c., PuEa(ic Safety Applicat9ans
i2.5t?'~. ~~€s`ir ~v:~, Anafcm, CA92.8Q7
CITY OF MIAMI BEACH POLICE
DEPARTMENT
Signed by:
Printed Name: Matti Herrera Bower
Title: Mayor
Date: ~ 31 ~ FORM & LANGUAGE
A t rErr : ~~ ,~ R CUTION
c~~ __;
`Jn 3a e~'
It1/
Exhibit A
DESCRIPTION OF COVERED PRODUCTS
MAINTENANCE AND SUPPORT AGREEMENT NO. 001996-000
CUSTOMER: City of Miami Beach Police Dept
The following table lists the Products under maintenance coverage:
Site Id
..
LRMS PSA208200_(LRMS)
PremierCAD PSA208200_(CAD)
Motorola Software
.. ~-
Hardware e
1960-A S7400 PROCESSOR WITH 512M6 MEMORY 2
3861 SERVERNET-ETHERNET CONTROLLER CRD 2
3880 SERVERNET WIDE AREA NET CONCENTRATOR 1
3886-8A 8 LINE AWAN 1
4609 8.8 GB 10,000 RPM S-SERIES DISK CRU 12
5142 4MM DAT,DDS-3 DSKTP NO ACL S-SERIES 1
7193 S-SERIES SINGLE HIGH ENCL. W/BASE 1
7360 S-SERIES POWER SHELF 1
S7X-PC3 S SERIES TSM CONSOLE TOWER 2
Software
9086 MEASURE 1
9190 NETBATCH 1
9640 VIEW POINT 1
SA30 PERFORMANCE MGMT BNDL HOST 1
SA31V2 PERFORMANCE MGT BUNDLE V2 1
SA57 EXPAND 1
SB81 COBOL85 RUNTIME - S SERIES 2
SD70 TCP/IP LAN PRINT SPOOLER 1
SE17 ENFORM PLUS 1
SM58V1 RSCJMP HOST 1
SM67V1 RSC/MP WIN32 WINDOWS CLIENT 1
SN73 STANDARD S-SERIES OS PACKAGE 1
SR53 PATHWAY W/ TS/MP PER CPU 1-4 2
PSA M&SA 001996-000 2 ver. 5.27.08
HP Hardware/Software Svstem# 49410
Exhibit A
DESCRIPTION OF COVERED PRODUCTS Continued
Zoll Data Systems
.. ~• ~
FRMS SW FRMS Licenses v5.0 Ent. Ed 4
FRMS SW FireRMS CAD Interface (5 Users) 1
O en Text Software
~• /• ~ r w
BI Query SW BI Query Admin User 326 Eng - 10pk S-61321251010E 1
BI Query SW BI Query Admin User 326 Eng - 5pk S-BI321251005E 1
Gemini Software
.. ~• e
GAP SW GAP Licenses 1
PSA M&SA 001996-000 3 ver. 5.27.08
Exhibit B
CUSTOMER SUPPORT PLAN
MAINTENANCE AND SUPPORT AGREEMENT NO. 001996-000
CUSTOMER: City of Miami Beach Police Dept
Introduction
The Customer Support Plan is designed to provide Motorola customers the details necessary
for understanding Motorola's overall support processes and policies as a compliment to the
Motorola Maintenance and Support Agreement.
The Motorola Maintenance and Support Agreement is the legal and binding contractual terms
for which services are provided under. Questions or concerns regarding your support plan can
be directed to your Support Manager.
Below are the topics outlined in this Customer Support Plan:
I. Service Offerings
II. Accessing Customer Support
III. Severity Levels and Case Management
IV. Responsibilities
V. Customer Call Flow
VI. Contacts
1. Service Offerings
Motorola's Customer Support organization includes a staff of Support Analysts whom are managed by
Motorola Customer Support Managers and are chartered with the direct front-line support of our
customers. A Support Analyst is a system technologist responsible for providing direct or escalation
support. A Support Analyst is sometimes referred to as a Customer Support Analyst ("CSA") or Technical
Support Analyst ("TSA") or Technical Support Representative.
Motorola's Support Organization offers amulti-layered approach to a total service solution. Levels of
support are defined as follows:
Service Levels
- 1 Logging, dispatching and tracking service requests
Selected 1 s call support, triage and resolution
- Telephone and/or on-site support for normal technical requirements
- High-level technical support prior to Engineering escalation
- ~ Engineering software code fixes and changes
Motorola provides to customers on an active maintenance and support agreement defined services and
Software Releases. Specific support definitions, offerings and customer responsibilities are detailed in
section 3 of the main body of the maintenance and support agreement.
PSA M&SA No. 001996-000 4 ver. 05.27.08
11. Accessing Customer Support
The Motorola System Support Center Operations
Motorola's Public Safety Applications Technical Support personnel in cooperation with Motorola's System
Support Center ("SSC") provide the gateway to technical support for all of Motorola Public Safety
Application systems. Accessing support through Motorola's toll free 800 number, web ticketing or email
ticketing ensures accurate case handling and tracking. The goal of the Support team and SSC is to make
certain systems are restored and running at peak levels as quickly as possible. This is accomplished by
obtaining accurate customer and problem details and by directing your requests to the right support team
in a timely manner.
The System Support Center offers total call management including:
• Single point of contact for Motorola service requests
• Logging, dispatching and tracking of service requests
• System capabilities to identify pending cases and automatically escalate to management
• Database and customer profile management
• Standard reports with on-demand distribution
• Case notification
Motorola's System Support Center operates 24 hours a day, 7 days a week, 365 days a year. That
means you can call us anytime. Support Center personnel enter requests for service, technical
assistance, or telephone messages into a database system. Every time you call us, we log information
about your request into the tracking system so that the information is available for reference and analysis
to better serve your future service needs. Another benefit of logging every service request is that
Motorola and customers can track the progress from initial contact to final resolution.
There are three options for accessing Support at Motorola:
1. Motorola System Support Center Toll Free Number
2. eCase Management through Motorola On-Line
3. Email Case Ticketing
Option 1 -Call Motorola System Support Center
Call Motorola Toll free 80Q-323-9949
Select from. the auto attendant as follows'
• Option 2 -Technical Support of Infrastructure Products
• Then select Option 6 -Public Safety Applications
• Next select the appropriate system type option
1. CAD
2. RMS
3. Mobile Applications
4. Jail Management Systems
5. Law Records (LRMS)
6. Customer Service Request System (CSR)
0. All Other Applications
Upon contact with the SSC personnel, you will provide the name and phone number for Customer contact
and your agency and product specific Site Identification number. Providing a brief problem description
will assist in defining the severity level and determine proper case routing to the appropriate Motorola
technical support team member. A unique tracking number will be provided to your agency for future
reference.
Generally customers calling the toll-free 800 number will access Public Safety Applications technical
support directly. For heavy call times or after hours the caller will be directed to Motorola's System
PSA M&SA No. 001996-000 5 ver. 05.27.08
Support Call Center Operations. Once the logging process is complete customers are transferred directly
to a Technical Support Analyst during Technical Support Operation Hours (6:00 a.m. to 6:00 p.m.
Mountain Time, Monday to Friday). After support operation hours (6:00 p.m. to 6:00 a.m. Mountain Time,
Weekends and Motorola Holidays) customers will be contacted within the contractually specified period of
time by a Technical Support Analyst.
Motorola Call Flow ~ ast°me`~~',
'
Creates an
.
eCase via
t~lOl or EmaiC
~ /
An auto rx~tif ration is sent Yo
the customer ~.vith the case , ~ - -
number that was created. '
Raslwnse to these cases is ~~~ ; ~ A case is
i
ti~~lthin ? hours_ y auto logged
in Clarify
__T.
eCase ''',
Process ''
~__ _~
~' Customer A
calls 800-
~\23-9949 j
this withiit\ F;fter-Haas
business > No - EXUCess
~hourss?
~~
Yes
he Gusto /
o
~
o Follow process t
~,
No Y
service? \ create a PO
Yes
~
/ ~
/Product support ~
` RMS Is this a new ~ ~ Open and refer to
~ team?~ issue? existing Case
CAD, JAIL, MOBILE, LRMS, CSR
r _ __ ___
Is this a new i Open and refer to Yes
issue? / Nc-~ existing Case
`\\~ '
Yes
Use the keyword list to T
determine customer's case ~~ Use the keyword list to
severity Create a tech ' Create atech /; determine wstomers case
pfd support case. ~ severity
Provide customer Provide customer
their case number their case number
io
1 ecluiia~l
Suplxxt
Updated: April 2008
PSA M&SA No. 001996-000 6 ver. 05.27.08
Technical Staff Call Flow reci,nicai
su~~,~t ;
~,.
An auto notification is sent to
The Support the customer with an update
Analyst works the
issue making
updates to the
Clarify case.
/ Is the issue
escalated to an SR Yes
min Clearquest?
No
The Support
Analyst works the
Clarify case to
resolution.
Support technician
closes the Clarify
case
An auto notification is sent to
the customer with resolution
information
End customer ~
process
The Support
Analyst logs the
SR.
An Engineer works
the SR and makes
updates to the
Clarify case.
The Engineer
works the SR to
resolution.
Support technician
closes the Clarify
case after FRB
and CrashTrack
process.
An auto notification is sent to
the customer with an update
An auto notification is sent to
the customer with an update
An auto notification is sent to
the customer with an update
Updated: November 2007
PSA M&SA No. 001996-000 7 ver. 05.27.08
Call Flow After-Hours
After-
Hours
~ Is the
customer entitled to
~ service?
Yes
Product supported
team?
CAD, PMDC, JAIL, LRMS, CSR
Call the On-Call,'
Technical Support
Analyst
End.Process
No Follow process to
create a PO
Is
S - the customer -
Gold Level?
\ Yes
,
No ' Call' Support
Manager and'Oh-
Call Technical
Yes Support Ahalyst
Is the
customer
calling RMS?
And is itcompletely
inoperable?
No
Use the keyword list to
Create a Clarify determine customer's case
'case and submit it severity
to the PRODUCT
Clarify Oueue April 2008
PSA M&SA No. 001996-000 8 ver. 05.27.08
How to Obtain Technical Support for Products
Step 1. Call the System Support Center 1-800-323-9949
Step 2. Select option 2 (Technical Support)
Step 3. Select option 6 (Public Safety Applications)
Step 4. Select product specific option
Step 5. Provide Site Identification Number (See Exhibit A-Description of Covered Products for
Site Identification Numbers)
Step 6. Provide Your Information Caller Name
Contact Phone Number
Description of problem
Severity of system problem determined at time of call
Time available for call back
Email address
Step 7. Case Number Generated Caller will receive a Case number for tracking the service
request.
Check Status The caller may check the status of a Case at any time by
calling the System Support Center at 1-800-323-9949 and
following steps 2-4 above and providing the case number.
Case Assignment The Customer Support Representative will determine a
course of action and assign the Case to the appropriate
group.
Standard Response Time RESPONSE See Section I II for Severity Level definitions
Severity 1: 1 hour
Severity 2: 3 business hours
Severity 3: 6 business hours
Severity 4: 2 business days
Step 8. Notification of CASE All Case Notifications are available for up to 4 persons.
Activity Notifications are sent via pager or email when any of the
following events occur on a Case: Open, Assigned, Site
Arrival, Deferred or Closure.
To request case notifications, please contact your Support
Manager.
Notification of CASE Open/Close Case Notifications are available for up to 4 persons.
Activity Notifications are sent via pager or email when any of the
following events occur on a Case: Open or Closure.
To request case notifications, please contact your Support
Manager.
PSA M&SA No. 001996-000 9 ver. 05.27.08
Option 2 - Submit a ticket via eCase Management from Motorola On-Line
Motorola On-Line eCase Management provides a fast, intuitive, and efficient interface for Technical Case
Management that allows customers to open, update, and view the status of their cases on the web.
Setting Up a Motorola On-Line Account
To set up an Motorola On-Line account, please visit httpsa/businessanline.motorola.com and follow
the directions on the link for "Sign Up Now."
A User ID and Password are not required for setting up your account. After accessing the link
above, indicate in the "Additional Information" field you are a Public Safety customer seeking access
to eCase Management. Once you submit your request, you will receive a confirmation email
indicating receipt and including additional details about the Motorola On-Line account set up. In
approximately 4-5 business days an additional email will be sent which includes details about your
On-Line account.
Accessing the Technical Case Management web site
Once you have set up your agency's Motorola On-Line Account, to access the site simply log onto
Motorola at businessonline.motorola.com with your user ID and password, click on the Contact Us -~
Open Case, and select System Support Issue from the Issue Type drop-down.
Primary Features of On-Line Technical Case Management
Motorola customers have three main functions available through Motorola On-Line to manage their
cases:
A. Open new cases
B. Search for existing cases and view details of the existing case
C. Update existing cases by adding notes
A. Open a New Case
1. Log into Motorola On-Line
2. Click on the "Contact Us" ~ Open Case
3. Then select the Reason Code =System Support Issue (and the page will automatically reload)
CnotNd Us >cewch ~'
_... _.~~
SP_..9YCtt ~dSCT5
l 95? HISCOt"V
PSA M&SA No. 001996-000 10 ver. 05.27.08
Open Gase
_..
Welcome to the Open Request Screen. From here, you may open a request which will be tracked and routed to the proper
Motorola Employees.
Ta permanently change your email address or phone number, you must go to the Motorola Membership Site
Contact Name: Motorola Online WebID
Contact Phone: BOD-614-06D1
CoMadEmail: cucmh10@hotmail.com
Reason: gWebsite Issue •1
Credit Issue ----°
Title: Order Issue
Description: Pre-Sale Inquiry ---~•~•----••°°-
Product Issue
Service Issue
Issue
4. Fill in the Case Title (description of request) and choose the applicable Site (which are listed
alphabetically)
5. Choose case type Technical Support, Severity Level and Public Safety Applications
System
6. Fill in a detailed description of your issue
7. Click "Create Case"
Screen Shot from Steps 4-6
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.~ . , , l . ~ t r, , ~ . r:~.~~ ~~s, ~,r.
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s.~r.f~~rr. .. i_ _ ..... ........~
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J
Vii.'.... '.
Email Confirmation
1. eCase Management will give immediate confirmation of case number (new case
numbers are 8 digits long)
2. The confirmation screen includes "expand all" and "collapse all" buttons for case notes
PSA M&SA No. 001996-000 11 ver. 05.27.08
B. Search for a Case
1. Log into Motorola On-Line
2. Click on the "Contact Us" ~ Search Case
3. Select the "System Support Issue" type (the webpage will automatically reload)
ti~~t~irtUe =:~mnj.~
Sri ~~.c
C. Add Notes to an Existing Case
1. You can also add notes after submitting your case, by clicking on the "Add Notes"
button
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PSA M&SA No. 001996-000 12 ver. 05.27.08
Motorola On-Line Support
1. Motorola does not recommend using this tool for opening Severity 1 or 2 cases. For any critical
issues, customers should contact the System Support Center by calling 800-323-9949 and following
the appropriate prompts.
2. The same guidelines would apply to updating cases with critical information. Any critical updates
should be reported directly to Support at 800-323-9949.
3. When updating case notes, please provide your contact information, which includes your phone
number, pager number, etc.
For questions on Motorola On-Line eCase Management or administrative support, please contact the
Motorola Online Helpdesk at molhelp1(a~motorola.com or call 800-814-0601.
Requirements for effective usage:
Browser: Internet Explorer 5.0 or greater
Valid MOL user ID and Password
PSA M&SA No. 001996-000 13 ver. 05.27.08
Motorola On-line Flow
eGase
Process
~s the Follow the
customer -No - process to create
entitled to a PO
service?
Yes
s the produc Assign the Tech
supported by -Salt Lake City - Support case to
Boulder or Salt the "PSA Salt Lake
~ Lake City? City" Clarify Queue
Boulder
An auto notification is sent to
Assign the case to The case is the owners of the queue.
the "PSA Boulder - - - - assigned to the
Clarify Queue" appropriate queue.
To
Technical
Staff
October 2006
PSA M&SA No. 001996-000 14 ver. 05.27.08
Option 3 - Submit a ticket via Email Case Management
An alternative Customer Support tool is available for PSA customers. Along with the toll-free phone
number and Motorola Online, customers can request technical support by email. For many customers
who use their PDA as a means to open cases, email ticketing provides additional flexibility for initiating
cases.
To ensure proper case management and contractual response, email ticketing is only available for
severity levels three and four. In order to properly process a ticket via email, the message must be
formatted exactly as described below: Instructions are also located under "Resources" at:
https://motonline.mot.com
1. Address your email to PSACASE(a~motorola.com
2. Type PSA Service Request and a brief description of the system issue in the Subject line of the
e-mail message. This will become the case title
3. Type Site ID =followed by the site identification number of the system location
4. Type Product Type= followed by the product family type. Choose from the following list:
• CAD (OR FRIENDS OF CAD, such as AWW, ATM, AVL and UDT)
• CSR (CUSTOMER SERVICE REQUEST)
• INFOTRAK, LRMS
JAIL MANAGEMENT (OFFENDERTRAK)
MOBILE APPLICATIONS (PMDC, AIRMOBILE, TXMESSENGER)
• NETRMS
5. Type Contact First Name =followed by your first name or the name of the person you would like
support personnel to contact
6. Type Contact Last Name =followed by your last name or the name of the person you would like
support personnel to contact.
7. Type Phone Number =followed by the area code and phone number where the contact person
may be reached
8. Type Severity Level =followed by either severity level 3 or 4. All severity level one or two cases
must be opened via the toll-free PSA customer support number
9. Type Problem Description =followed by a comprehensive description of the problem
10. Send the message to us. You will receive an email with your case number for future reference.
If an email response is not received, or if you need to open a severity level one or two case, please
contact the PSA customer support at 1 800-323-9949 for further assistance.
SAMPLE Email Ticket Formatting:
Tc~R.. ~ `P_:ar,~se~rnotor3~,L~.cor
~`c.. j
Subtect: PSA Service Request: NetR.r~15 Reports Nat Function
fine IC- r~rrrrrlr+r*r: PS,~,12.~4~_(NetR1S) (Clarify site ia~entificatidn number)
Pr+>rlrict tyre: NetR~1S (Specific product such es LF',~+lS; NetR'MS, Pieter MSC, etc.)
~~nrrta~t first ir.~ir're: John
%~r~t~ict I~~st rr~trtre; Doe
P#t~rre rrtrmlr+~r::3~3-11S-d567
~everiry le~rel: Level 3 (Errratl tr`okettn~ is avetlable for seventy levels three argd four orrly'j
Pr+alrlen~ ~iescriirtiiorr: NetR'tvi5 does not allow far the creation of manual-case reports
v~rhich is affecting the generation of dail~+ reports (lnclucJe a comprehensive description ref the prc~bler»)
PSA M&SA No. 001996-000 15 ver. 05.27.08
111. Severity Levels and Case Management
Motorola services and response times are based on the severity levels of the error a customer is
experiencing as defined below. This method of response allows Motorola to prioritize its resources for
availability on our customer's more severe service needs. Severity level response time defines the
actions that will be taken by Motorola's Support team. Due to the urgency involved in some service
cases, Motorola will make every reasonable effort to provide a temporary or work around solution. When
a permanent solution is developed and certified through testing, it will be incorporated in to the applicable
Supplemental and or Standard Release.
SEVERITY DEFINITION RESPONSE TIME
LEVEL
Total System Failure -occurs when the System is not functioning
and there is no workaround; such as a Central Server is down or Telephone conference
~ when the workflow of an entire agency is not functioning. This level within 1 Hour of initial
is meant to represent a major issue that results in an unusable voice notification
System, Subsystem, Product, or critical features. No work around
or immediate solution is available.
Critical Failure -Critical process failure occurs when a crucial
element in the System that does not prohibit continuance of basic Telephone conference
operations is not functioning and there is usually no suitable work- within 3 Business Hours
2 around. Note that this may not be applicable to intermittent of initial voice notification
problems. This level is meant to represent a moderate issue that during normal business
limits a Customer's normal use of the System, Subsystem, Product hours
or major non-critical features.
Non-Critical Failure -Non-Critical part or component failure occurs Telephone conference
when a System component is not functioning, but the System is still within 6 Business Hours
3 useable for its intended purpose, or there is a reasonable of initial notification
workaround. This level is meant to represent a minor issue that during normal business
does not preclude use of the System, Subsystem, Product, or hours
critical features.
Inconvenience - An inconvenience occurs when System causes a Telephone conference
minor disruption in the way tasks are performed but does not stop within 2 Standard
4 workflow. This level is meant to represent very minor issues, such Business Days of initial
as cosmetic issues, documentation errors, general usage questions, notification
and product or System Update requests.
Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated
or determined at the time the case is logged. When escalation is required, Motorola adheres to strict
policy dictated by the level of problem severity.
PSA M&SA No. 001996-000 16 ver. 05.27.08
Severity Level One Escalation
Once an issue is escalated to Engineering, the following table is used as an Engineering resolution
guideline for standard product problems.
Escalation Policy- Severity Level 1
CRITICAL ACTION RESPONSIBILITY
Initial service request is placed. Support Analyst begins
0 Hours working on problem and verifies /determines severity Support Analyst
level.
If a resolution is not identified within this timeframe, SA
escalates to the Customer Support Manager who Support Analyst
2 Hours assigns additional resources. Email notification to Customer Support Manager
Director of Customer Support and Director of System
Integration.
If a resolution is not identified within this timeframe,
Customer Support Manager escalates to the Director of Customer Support Manager
4 Hours Customer Support and Director of System Integration to
Director of Customer Support
assign additional resources. Email notification to Vice Director of Systems Integration
President of System Integration and Vice President
Customer Support.
If a resolution is not identified within this timeframe, Customer Support Manager
t
f C
S
uppor
ustomer
Director of Customer Support escalates to Vice Director o
t
I
t
ti
f S
8 Hours ems
n
egra
on
ys
President of System Integration, Vice President of Director o
I
t
ti
f S
n
egra
on
VP o
ystem
Support, and account team.
VP of Customer Support
If a resolution is not identified within this timeframe, Senior Management
Director of Customer Support escalates to Vice Support
12 Hours President of System Integration, Vice President of Operations
'
Support, and account team, Senior Vice President
s of Systems Integration
Operations, System Integration, Customer Support and Engineering
Engineering.
All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola
technical support representative, to include notification to Motorola management 24x7. All other severity
level problems logged after business hours will be dispatched the next business morning.
3.1 Reporting a Problem. Customer will assign an initial Severity Level for each error reported,
either verbally or in writing, based upon the definitions listed above. Because of the urgency involved,
Severity Level 1 or 2 problems must be reported verbally to the Motorola's call incoming center. Motorola
will notify the Customer if Motorola makes any changes in Severity Level (up or down) of any Customer-
reported problem.
3.2 Motorola will use best efforts to provide Customer with a resolution for Severity 1 and Severity 2
issues within a reasonable time and in accordance with the assigned Severity Level when Customer
allows timely access to the System and Motorola diagnostics indicate that a Residual Error is present in
the Software. Should Customer report an error that Motorola cannot reproduce, Motorola may enable a
detail error capture/logging process to monitor the System. If Motorola is unable to correct the reported
Residual Error within a reasonable time, Motorola will escalate its procedure and assign such personnel
or designee to correct such Residual Error promptly. Should Motorola, in its sole discretion, determine
that such Residual Error is not present in its Release, Motorola will verify: (a) the Software operates in
PSA M&SA No. 001996-000 17 ver. 05.27.08
conformity to the System Specifications, (b) the Software is being used in a manner for which it was
intended or designed, and (c) the Software is used only with approved hardware or software.
Error Correction Status Report. Motorola will provide verbal status reports on Severity Level 1 and
2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to System
Administrator on a monthly basis.
IV. Key Responsibilities
4.1 Motorola Responsibilities
4.1.1 Anti-virus software. At Customer's request, Motorola will make every reasonable effort to
test and verify specific anti-virus, anti-worm, or anti-hacker patches against a replication of
Customer's application. Motorola will respond to any reported problem as an escalated
support call.
4.1.2 Customer Notifications. Motorola will provide access to (a) Field Changes; (b) Customer
Alert Bulletins; and (c) hardware and firmware updates, as released and if applicable.
4.1.3 Account Reviews. Motorola will provide annual account reviews to include (a) service
history of site; (b) downtime analysis; and (c) service trend analysis.
4.1.4 Remote Installation. At Customer's request, Motorola will provide remote installation advice
or assistance for Updates.
4.1.5 Software Release Compatibility. At Customer's request, Motorola will provide: (a) current
list of compatible hardware operating system releases, if applicable; and (b) a list of
Motorola's Software Supplemental or Standard Releases
4.1.6 On-Site Correction. Unless otherwise stated herein, all suspected Residual Errors will be
investigated and corrected from Motorola's facilities. Motorola will decide whether on-site
correction of any Residual Error is required and will take appropriate action.
4.1.7 Decision Support System ("DSS") Products. (Applies to Motorola's PremierCAD Software
only). The CAD DSS products are supported on a consultative basis only with annual
consultation hours not to exceed eight (8) hours. Any additional consultation will be invoiced
on a time and material basis at Motorola's then current rates for professional services.
4.1.8 Compliance to Local, County, State and/or Federal Mandated Changes. (Applies to
Software and interfaces to those Products) Unless otherwise stated herein, compliance to
local, county, state and/or federally mandated changes, including but not limited to IBR, UCR,
NCIC and state interfaces are part of the covered Services.
PSA M&SA No. 001996-000 18 ver. 05.27.08
4.1.9 Annual System Performance Review and Report. Motorola will prepare the following reports
to include:
4.1.9.1 (Applies to PremierCAD Software only)
(a) System Analysis MEASURE: Evaluate disk and CPU load
PEEK: Evaluate memory availability and use
VIEWSYS: Evaluate use and availability of PCBs
EMSA/TMDS: Review logs for hardware reports
File Sizing Review file sizing on changeable files
(b) Pathway Analysis Evaluate effectiveness of system configuration for current load
Evaluate TCP/Server statistics
Evaluate efficiency of server class maximum and minimum
settings
(c) Performance TMX Timings: Evaluate application response times
Analysis
4.1.9.2 (Applies to Motorola® Computer Aided Dispatch Software installed on Stratus
ftServer only)
• Update Equipment drivers
• Upload Equipment patches, hot fixes and firmware
• Evaluate effectiveness of System configuration for current load
based upon overall CPU Utilization
4.1.9.3 Based on the Annual System Performance Review and Reports, Motorola`s
Technical Support Analyst will review findings and recommend software or
hardware changes to improve overall operations.
(The below listed terms are applicable only when the Maintenance and Support Agreement includes (a)
Equipment which is shown on the Description of Covered Products, Exhibit A to the Maintenance and
Support Agreement; or (b) CAD HP Nonstop S-Series hardware in addition to the Motorola CAD
Software.)
4.1.10 On-site Product Technical Support Services. Motorola will furnish labor and parts
required due to normal wear to restore the Equipment to good operating condition.
4.1.11 Seller Response. Motorola will provide telephone and on-site response to Central Site,
defined as the Customer's primary data processing facility, and Remote Site, defined as any
site outside the Central Site, as shown in Support Plan Options and Pricing Worksheet.
4.1.12 At Customer's request, Motorola will provide continuous effort to repair a reported problem
beyond the PPM. Provided Customer gives Motorola access to the Equipment before the
end of the PPM, Motorola will extend a two (2) hour grace period beyond PPM at no charge.
Following this grace period, any additional on-site labor support will be invoiced on a time and
material basis at Motorola's then current rates for professional services.
PSA M&SA No. 001996-000 19 ver. 05.27.08
4.1.13 CAD HP Nonstop S-Series Services
Continuous The PPM is 24 hours a day, 7 days a week. On-site response time is
Availability within two (2) hours for customers within 50 miles of an HP Service
Center. Includes on-site coverage for national holidays.
High Availability The PPM is 24 hours a day, 7 days a week. On-site response time is
within four (4) hours. Includes on-site coverage for national holidays.
Enhanced Availability The PPM is 8 a.m. - 5 p.m. Monday-Friday, excluding national
holidays. On-site response time is next business day.
4.1.13.1 Under all CAD HP Nonstop Series hardware service plans, coverage will include:
• Perform corrective service during the PPM specified in the Plan.
• Log all service requests and furnish telephone and/or on-line diagnostic services from the
Motorola's call intake center or the HP Nonstop Global Management Call Support Center
(GMCSC) 24 hours per day, 7 days per week.
• Furnish all labor, parts, materials, and on-site service during the PPM as necessary to
ensure HP Nonstop Series hardware is operating in accordance with applicable
published specifications. Replacement parts will be new or equivalent of new in
performance. Replaced parts will become the property of HP.
• Install any mandatory Field Change Order(s) required for the safety or proper operation
of maintained HP Nonstop Series hardware.
• Assign an HP area Lead with rotational Customer Engineers based on geographical
regions that will be responsible for providing service.
• Provide unlimited level 0 support provided by Motorola's System Support Center
• Provide unlimited level 1, 2, and 3 technical. telephone support provided by Motorola's
Technical Support Team
• Escalation to Engineering for 4th level support as appropriate
• Telephone and Remote dial-in support
• Software patches, bug fixes and Supplemental (maintenance) releases as described in
the maintenance and support agreement terms
• Repair or exchange of hardware component failures during the warranty term (as
applicable)
• Respond to customer's support requests timely. Response criteria are based on severity
level as described in Section III of this document.
4.1.14 Support on Hardware
Customer will provide all on-site hardware service or is responsible for purchasing on-going
maintenance for 3`d party on-site hardware support. Third party support on some system components
may be available through Motorola's maintenance and support agreement.
Customer will contact the appropriate vendor directly for parts and hardware service if not purchased
through Motorola's maintenance and support agreement.
4.1.15 Support on Motorola Software
Motorola will provide any required software fixes in the form of either a "patch" or in a Supplemental
(maintenance) Release.
PSA M&SA No. 001996-000 20 ver. 05.27.08
4.1.16 Maintenance Contract Administration
Motorola's Maintenance Contracts Administration Department manages the maintenance agreement
following the warranty term that may be included in the purchase of a Motorola system.
Approximately four months prior to the expiration of the warranty period, the Contracts Administration
team will contact the customer to discuss the options available for their specific site. The terms of the
agreement can be customized to your agency's budgetary requirements and cycle. Motorola offers
various levels of support to meet an agency's requirements, for example:
• Telephone, dial in support for software fixes
• Varying hours of coverage
• Third party vendor services
• On-site services
• Users Conference
• Professional Services
4.1.17 Reports
Service history reports and notifications are available from the Motorola call tracking system. If you
are interested in obtaining access to service history reports and ticketing notifications, inquire with
your Technical Support Representative.
4.2 Customer Responsibilities
4.2.1 Initial logging of issue
4.2.2 Assist in assessing severity level
4.2.3 Contact Motorola to escalate service requests
4.2.4 Parts replacement (if applicable)
4.2.5 Dial in connectivity and telephone access to Motorola personnel
4.2.6 Anti-virus software. Customer is responsible for running any installed anti-virus software.
4.2.7 Operating System ("OS") Upgrades. Unless otherwise stated herein, Customer is
responsible for any OS upgrades to its System. Before installing any OS upgrade, Customer
will contact Motorola to verify that a given OS upgrade is appropriate.
4.2.8 Trouble Report Form To better assist us in gathering details for analyzing and repairing your
system errors, Motorola has created the Trouble Report Form (page 17). Completion of this
form by the customer is voluntary.
The Trouble Report form helps Motorola Technical Support reduce errors by increasing the
understanding of the problem description definition. It may also improve repair time by
understanding the probability of repeat errors. Additionally, should escalation to Motorola's
Engineering team be required, information gathered on this form will aid by potentially
avoiding the wait associated with error reoccurrence.
Information customers provide on the Trouble Report form will assist Motorola Support team
expedite the troubleshooting process. Your assistance in providing the information is
appreciated. Once you complete the form, please a-mail or fax this form to the Technical
Support Representative assigned to work on the issue reported.
PSA M&SA No. 001996-000 21 ver. 05.27.08
Trouble Report Form
Agency Name:
Contact Name:
Contact Phone:
Severity Level:
Subject:
ProductlVersion:
Problem
Description:
Steps to
Duplicate:
Step One:
Step Two:
Step Three:
Step Four:
Step Five:
Step Six:
Step Seven:
Additional Steps:
Motorola Case
Number:
E-mail Address:
Contact Fax:
CAD Correction#:
Please ensure that the description provided is as detailed as possible. By including accurate details, Motorola's
opportunity to resolve the issue promptly and successfully increases. Please be sensitive to the use of verbage that is
specific to your agency or area of the country. Full. understanding of the facts on a reported issue increases Motorola's
probability of locating a root cause and achieving a timely resolution.
Motorola understands that duplication is not always easy. However, if you are able to duplicate the issue, providing us
with the detailed keystrokes will greatly improve our`abitity to correct the issue in question. When unable to duplicate
the issue on demand, providing us with detailed steps that preceded the issue'reported will greatly help.
Expected
Results:
Actual
Results:
Configuration
Checked:
PSA M&SA No. 001996-000 22 ver. 05.27.08
V. Customer Call Flow
To Be Provided By Customer
Vl. Contact Information
Motorola Contacts
+~ ~ ~ ..
Motorola System Support Center (800) 393-9949
Mike Burpoe
Director, Customer Support (303) 527-4010
MVW436(a~AZ33.mot.com
Jackie Thomas
Technical Support Manager (303) 527-4016
jackie.thomas(a~motorola.com
Geremy Farrell
Technical Support Manager (801) 486-9939 Ext. 160
Geremy.farrell(c~motorola.com
Phillip Askey
Technical Support Manager (720) 565-4764
P.AskeyCa~motorola.com
Shelley Rhoads
Customer Support Business Manager (951) 245-7416
srhoads(c~motorola.com
PSA M&SA No. 001996-000 23 ver. 05.27.08
Customer Contacts (to be provided by Customer)
Customer Agency Name:
Address:
City, State and Zip:
Billing Contact Name:
Phone No:
Fax No:
Email:
Backug System Administrator Name:
Phone No:
Fax No:
Pager & Pin No:
Email:
Service Escalations Contact Name:
Title:
Work Phone No:
Home Phone No:
Mobile Phone No:
Pager & Pin No:
Email:
PSA M&SA No. 001996-000 24 ver. 05.27.08
Exhibit C
SUPPORT PLAN OPTIONS AND PRICING WORKSHEET
Aaintenance and Support Agreement #
001996-000
Term Start Date 10/01/08
:USTOMER AGENCY City of Miami Beach Police Dept BILLING AGENCY City of Miami Beach Police Dept
address 1100 Washington Ave Address 1100 Washington Ave
ity, State, Zip Miami Beach, FL 33139 City, State, Zip Miami Beach, FL 33139
:ontact Name Gladys Acosta Contact Name Accounts Payable
-elephone Number Telephone Number
=ax Number Fax Number
-mail Address GladvsAccosta(c~miamibeachfl.gov Email Address __
For support and updates on products below, please contact Motorola's Public Safety Application's Customer Support:
(800) 323-9949 Option 2, Option 6, then select the corresponding product prompts as follows:
1 CAD PRODUCTS 2 RMS 3 MOBILE APPLICATIONS 4 JAIL MANAGEMENT
^ PremierOne CADT"' ® FRMS ^ PremierOne MobileTPA ^ OffendertrakT"'
PremierCADT"' ^ Net RMS ^ Premier MDCT"^ ^ ImagetrakT""
^ Motorola® Computer Aided Dispatch ^ Cruiser ^ AirMobile'"' ^ Case Management Sys#em
® CAD HP Nonstop'"'Series hardware ^ ActivePaper ^ TxMessenger'""
5 LRMS 0 OTHER
® Infotrak'"A (LRMS) ^ Integration Framework ^ Custom Software
^ UCRR ^ Enhancements to Products
^ Customer Sewice Request System ^ Other
MOTOROLA SERVICES TERM FEES
® STANDARD SUPPORT SERVICES $ 125,712.00*
1 Customer Support Plan $ Included
2 Case Management 24X7 $ Included
3 Technical Support Monday through Friday
8:00 a.m. to 5:00 p.m. Customer local time $ Included
4 Third-party Vendor Coordination $ Included
5 On-site Support (when applicable) $ Included
6 System Audit $ Included
7 SW Releases:Standard & Supplemental $ Included
8 Quarterly Newsletter $ Included
® SUPPLEMENTAL SERVICE OPTIONS
Service Descriptions Available Upon Request
1 24x7 Technical Support Svcs $ Included
2 Professional Services Training $
3 Professional Services Upgrades $
4 Preventive Maintenance $
5 Users Conference Advance Purchase $
6 On-site Support (Dedicated Resource) $
7 GeoFile Services $
8 Monitoring Services $
*Includes all 3`d Party Support
Note: Thirty (30) day written notice required to cancel agreement in
whole or part
MOTOROLA SERVICES TOTAL FEES $ 125,712.00
USERS CONFERENCE ATTENDANCE ADVANCE PURCHASE DETAILS
^ Users Conference Attendance ($2,650 per Attendee) Year Number Attendees
• Registration fee Roundtrip travel for event (booked by Motorola)
• Hotel accommodations (booked by Motorola) Rental car (booked by Motorola)
• Daily meal allowance (determined by Motorola guidelines)
TERM GRAND TOTAL* $ 125,712.00
Monthly Payment Option $ 20,952.00
'Excludes taxes if appGeable
prepared by: Tanya Mansell, 714-238-2057, tanyamansellCa)motorola.com
PSA M&SA No. 001996-000 25 ver. 05.15.08
Term Length 6 Months
Term End Date 03/31/09
Exhibit D
CURRENT BILLABLE RATES
MAINTENANCE AND SUPPORT AGREEMENT NO. 001996-000
CUSTOMER: City of Miami Beach Police Dept
The following are Motorola's current billable rates, subject to an annual change.
The following rates apply to Customers with a current, active Maintenance and Support
Agreement. Billable rates apply to services provided outside of the PPM.
8 a.m.-5 p.m. M-F (local time) ~ $186 per hour, 2 hours minimum ~
After 5 p.m., Saturday, Sunday, Motorola Holidays $279 per hour, 2 hours minimum
The following rates apply to Customers without a current, active Maintenance and Support
Agreement.
8 a.m.-5 p.m. M-F (local time) ~ $372 per hour, 2 hours minimum ~
After 5 a.m., Saturdav. Sundav, Motorola Holidays $558 per hour, 2 hours minimum
Note: Above rates reflect labor rate only. Additional fees for on-site travel expenses, third party expenses
and/or materials will be quoted at the time of customer request for services.
PSA M&SA No. 001996-000 26 ver. 05.15.08