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4.2.1 Dispatch Service <br /> The System Support Center(SSC)is the single point of contact for all service issues.With Dispatch <br /> Service,one phone call to the SSC and the system response and restoration process begins <br /> immediately(Figure 4-1).Dispatch ensures that local,trained,qualified technicians will arrive on <br /> location within 2 hours to diagnose and restore the communications network.Once a technician <br /> addresses the issue,the SSC verifies resolution and,with County approval, closes the case.Activity <br /> records are also available to provide comprehensive history of site performance, issues,and <br /> resolutions. <br /> Figure 4-1:One call does it all,does It fast,and does it right <br /> 4.2.2 Technical Support <br /> Technical Support service provides an additional layer of support through centralized,telephone <br /> consultation for issues that require a high level of communications network expertise and <br /> troubleshooting capabilities.The SSC delivers Technical Support 24 hours per day,365 days a year. <br /> Our SSC technologists specialize in the diagnosis and swift resolution of network performance issues. <br /> These technologists have access to a solutions database as well as in house test labs and development <br /> engineers. SSC technologists monitor Technical Support cases continuously against stringent inbound <br /> call management and case management standards to ensure rapid and consistent issue resolution. <br /> Technical Support service translates into measurable,County-specific metrics for assured network <br /> performance and system availability. <br /> 4.2.3 Network Monitoring <br /> Motorola's Network Monitoring Service provides real-time remote fault monitoring and diagnostics <br /> on a consistent and continuous(24 x 7 x 365)basis.The Network Monitoring Service enables highly <br /> trained technologists to routinely observe network performance and to intervene as necessary,often <br /> before a potential problem becomes apparent even to users.Motorola uses sets of hardware and <br /> software tools for remote monitoring,characterization,restoration and maintenance support for the <br /> management of a complex communications network,as well as their component parts(including base <br /> stations,computers and internetworking components). <br /> Orange County,North Carolina <br /> Use or disclosure of this proposal is subject MCC 7500 Console System <br /> to the restrictions on the cover page. <br /> 4-2 Service/Warmnhy Motorola Solutions Confidential Restricted <br />