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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 1-9 <br />1.4.2 Remote Technical Support <br />Motorola Solutions’ Remote Technical Support service provides telephone consultation for technical <br />issues that require a high level of ASTRO 25 network knowledge and troubleshooting capabilities. <br />Remote Technical Support is delivered through the Motorola Solutions Centralized Managed Support <br />Operations (“CMSO”) organization by a staff of technical support specialists skilled in diagnosis and <br />swift resolution of infrastructure performance and operational issues. <br />Motorola Solutions applies leading industry standards in recording, monitoring, escalating, and <br />reporting for technical support calls from its contracted customers to provide the support needed to <br />maintain mission-critical systems. <br />1.4.2.1 Description of Service <br />The CMSO organization’s primary goal is Customer Issue Resolution (“CIR”), providing incident <br />restoration and service request fulfillment for Motorola Solutions’ currently supported infrastructure. <br />This team of highly skilled, knowledgeable, and experienced specialists is an integral part of the <br />support and technical issue resolution process. The CMSO supports the Customer remotely using a <br />variety of tools, including fault diagnostics tools, simulation networks, and fault database search <br />engines. <br />Calls requiring incidents or service requests will be logged in Motorola Solutions’ Customer <br />Relationship Management (“CRM”) system, and Motorola Solutions will track the progress of each <br />incident from initial capture to resolution. This helps ensure that technical issues are prioritized, <br />updated, tracked, and escalated as necessary, until resolution. Motorola Solutions will advise and <br />inform Customer of incident resolution progress and tasks that require further investigation and <br />assistance from the Customer’s technical resources. <br />The CMSO Operations Center classifies and responds to each technical support request in accordance <br />with Section 1.5: Priority Level Definitions and Response Times. <br />This service requires the Customer to provide a suitably trained technical resource that delivers <br />maintenance and support to the Customer’s system, and who is familiar with the operation of that <br />system. Motorola Solutions provides technical consultants to support the local resource in the timely <br />closure of infrastructure, performance, and operational issues. <br />1.4.2.2 Scope <br />The CMSO Service Desk is available via telephone 24 hours per day, 7 days per week, and 365 days <br />per year to receive and log requests for technical support. Remote Technical Support service is <br />provided in accordance with Section 1.5: Priority Level Definitions and Response Times. <br />1.4.2.3 Inclusions <br />Remote Technical Support service will be delivered for Motorola Solutions-provided infrastructure, <br />including integrated third-party products. <br />1.4.2.4 Motorola Solutions Responsibilities <br /> Maintain availability of the Motorola Solutions CMSO Service Desk via telephone (800-MSI- <br />HELP) 24 hours per day, 7 days per week, and 365 days per year to receive, log, and classify <br />Customer requests for support. <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8