2008-116 Purchasing - Motorola Service Agreement for 9-1-1 Radio Equipment

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MOT~JROL.A Severity Definitions Table Severity Level Problem Types Severity 1 Response is provided Continuously ^ Major System failure ^ 33% of System down ^ 33% of Site channels down ^ Site Environment alazms (smoke, access, temp, AC power. ^ This level is meant to represent a major issue that results in an unusable system, sub-system, Product, or critical features from the Customer's perspective. No Work-around or immediate solution is available. Severity 2 ^ Response during Standard Business Day ^ 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 a Customer's normal use of the system, sub-system, product, or major non-critical features from a Customer's perspective Severity 3 Response during Standard Business Day ^ 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 reventative maintenance or roductls stem u ades. Resnonse Times Table (Customer's Resnonse Time Classification is desiunated in the Cervire Aoreementl Severity Standard Response Time Premier Response Time Limited Response Time Restoral Off Deferral Level Severity 1 Within 4 hours from receipt Within 2 hours from receipt Within 4 hours from receipt 8 hours Time provided by of Notification of Notification of Notification Servicer Continuousl Continuousl Standard Business Da Severity 2 Within 4 hours from receipt Within 4 hours from receipt Within 4 hours from receipt 8 hours Time provided by of Notification of Notification of Notification Servicer Standard Business Da Standard Business Da Standard Business Da Severity 3 Within 24 hours from Within 24 hours from Within 24 hours from 48 hours Time provided by receipt of Notification receipt of Notification receipt of Notification Servicer Standard Business Da Standard Business Day Standard Business Da • Please note these are Standard Commitment times. The commitment times should be based on the Customers Support Plan. • Provide update before the specific contractual commitments come due. * Note: Provide update to System Support Center before Deferral time comes due. OnSite Infrastructure Response and Dispatch Service Approved by Motorola Contracts and Compliance 1/30/08 page 3 of 3