Orange County NC Website
Browse       Search
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 1-6 <br /> Determine a plan of action. <br /> Assign and track the incident to resolution. <br /> Provide the Customer with a link to access system configuration info, site info, system <br />notifications, and system notes. <br /> Cooperate with the Customer to coordinate the transition of monitoring responsibilities between <br />Motorola Solutions and the Customer as specified in Section 1.4.1.6: Customer Responsibilities. <br /> If the Customer's technician designated in the CSP is Mobile OSS (“MOSS”) enabled, the <br />incident will be Automatically Dispatched to MOSS. Otherwise, the incident will be sent to the <br />CMSO Service Desk. <br /> Maintain communication as needed with the Customer in the field until incident resolution. <br /> Provide available information on incident resolution to the Customer. <br />1.4.1.5 Limitations and Exclusions <br />The following activities are outside the scope of the Network Monitoring service: <br /> Motorola Solutions will not monitor any elements outside of the Customer’s ASTRO 25 <br />network, or monitor infrastructure provided by a third party, unless specifically stated. <br />Monitored elements must be within the ASTRO 25 radio network and capable of sending <br />alerts to the Unified Event Manager (“UEM”). <br /> Additional support charges above contracted service agreement fees may apply if Motorola <br />Solutions determines that system faults were caused by the Customer making changes to <br />critical system parameters without written agreement from Motorola Solutions. <br /> Monitoring of network transport, such as WAN ports, WAN cloud, and redundant paths, <br />unless provided by supplemental service outside this standard scope. <br />1.4.1.6 Customer Responsibilities <br /> Allow Motorola Solutions continuous remote access to enable the monitoring service. <br /> Provide continuous utility service to any Motorola Solutions equipment installed or used at the <br />Customer’s premises to support delivery of the service. The Customer agrees to take reasonable <br />due care to secure the Motorola Solutions equipment from theft or damage while on the <br />Customer’s premises. <br /> Prior to contract start date, provide Motorola Solutions with pre-defined information necessary to <br />complete a CSP, including: <br /> Incident notification preferences and procedure. <br /> Repair verification preference and procedure. <br /> Database and escalation procedure forms. <br /> Submit timely changes in any information supplied to Motorola Solutions and included in the <br />CSP to the Customer Support Manager (“CSM”). <br /> Notify the CMSO when the Customer performs any activity that impacts the system. Activity that <br />impacts the system may include, but is not limited to: installing software or hardware upgrades, <br />performing upgrades to the network, renaming elements or devices within the network, and <br />taking down part of the system to perform maintenance. <br /> Send system configuration change requests to Motorola Solutions’ CSM. <br /> Allow Motorola Solutions’ field service technician, if designated in the CSP, access to <br />equipment, including any connectivity or monitoring equipment, if remote service is not possible. <br /> Allow Motorola Solutions’ field service technician, if designated in the CSP, access to remove <br />Motorola Solutions-owned monitoring equipment upon cancellation of service. <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8