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Customer Agency Name <br /> Month 1, 2019 <br />The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject <br /> to the restrictions on the cover page. <br /> Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-3 <br />1.2.2 Field Service <br />Motorola Solutions authorized and qualified field service technicians perform on-site infrastructure <br />response, field repair, and preventive maintenance tasks. These technicians are integrated with the <br />Service Desk and with technical support teams and product engineering as required to resolve repair <br />and maintenance requests. <br />1.2.3 Customer Support Manager <br />A Motorola Solutions Customer Support Manager (“CSM”) will be the Customer’s key point of <br />contact for defining and administering services. The CSM’s initial responsibility is to create the <br />Customer Support Plan (“CSP”) in collaboration with the Customer. <br />The CSP functions as an operating document that personalizes the services described in this <br />document. The CSP contains Customer-specific information, such as site names, site access <br />directions, key contact persons, incident handling instructions, and escalation paths for special issues. <br />The CSP also defines the division of responsibilities between the Customer and Motorola Solutions <br />so response protocols are pre-defined and well understood when the need arises. <br />The CSP governs how the services will be performed and will be automatically integrated into this <br />Statement of Work by this reference. The CSM and Customer will review and amend the CSP on a <br />mutually agreed cadence so the CSP remains current and effective in governing the Advanced <br />Services. <br />1.2.4 Repair Depot <br />The Motorola Solutions Repair Depot provides the Customer with a central repair location, <br />eliminating the need to send network equipment to multiple vendor locations for repair. All products <br />sent to the Depot are tracked throughout the repair process, from inbound shipment to return, through <br />a case management system that enables Customer representatives to see repair status. <br />1.2.5 MyView Portal <br />Supplementing the CSM and the Service Desk as the Customer points of contact, MyView Portal is a <br />web-based platform that provides network maintenance and operations information. The portal is <br />accessed from a desktop, laptop, tablet, or smartphone web browser. The information available <br />includes: <br /> Network Event Monitoring: Manage incidents and view self-service reports. Observe incident <br />details by incident priority level, and track the progress of issue resolution. <br /> Remote Technical Support: Manage incidents and view self-service reports. Observe incident <br />details by incident priority level, and track the progress of issue resolution. <br /> Network Hardware Repair: Track return material authorizations (“RMA”) shipped to Motorola <br />Solutions’ repair depot and eliminate the need to call for status updates. In certain countries, <br />customers will also have the ability to create new RMA requests online. <br /> Remote Security Update Service: View patch history and status of recently completed security <br />updates. <br /> On-site Infrastructure Response: Manage incidents and view self-service reports. Observe <br />incident details by incident priority level, and track the progress of issue resolution. <br /> Annual Preventive Maintenance: View incident status and details of each annual change request <br />for preventive maintenance, including completed checklist information for the incident. <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8