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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 1-10 <br /> Respond to incidents and technical service requests in accordance with Section 1.5: Priority Level <br />Definitions and Response Times. <br /> Provide caller a plan of action outlining additional requirements, activities, or information <br />required to achieve restoral/fulfillment. <br /> Maintain communication with the Customer in the field as needed until resolution of the incident. <br /> Coordinate technical resolutions with agreed upon third-party vendors, as needed. <br /> Escalate support issues to additional Motorola Solutions technical resources, as applicable. <br /> Determine, in its sole discretion, when an incident requires more than the Remote Technical <br />Support services described in this SOW and notify the Customer of an alternative course of <br />action. <br />1.4.2.5 Limitations and Exclusions <br />The following activities are outside the scope of the Remote Technical Support service: <br /> Customer training. <br /> Remote Technical Support for network transport equipment or third-party products not sold by <br />Motorola Solutions. <br /> Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. <br />1.4.2.6 Customer Responsibilities <br /> Prior to contract start date, provide Motorola Solutions with pre-defined information necessary to <br />complete Customer Support Plan (“CSP”). <br /> Submit timely changes in any information supplied in the CSP to the Customer Support Manager <br />(“CSM”). <br /> Contact the CMSO Service Desk to engage the Remote Technical Support service when needed, <br />providing the necessary information for proper entitlement services. This information includes, <br />but is not limited to, the name of contact, name of Customer, system ID number, site(s) in <br />question, and a brief description of the problem that contains pertinent information for initial <br />issue classification. <br /> Maintain suitably trained technical resources familiar with the operation of the Customer’s <br />system to provide field maintenance and technical maintenance services for the system. <br /> Supply suitably skilled and trained on-site presence when requested. <br /> Validate issue resolution in a timely manner prior to close of the incident. <br /> Acknowledge that incidents will be addressed in accordance with Section 1.5: Priority Level <br />Definitions and Response Times. <br /> Cooperate with Motorola Solutions, and perform all acts that are reasonable or necessary to <br />enable Motorola Solutions to provide Remote Technical Support. <br /> In the event that Motorola Solutions agrees in writing to provide supplemental Remote Technical <br />Support to third-party elements provided by the Customer, the Customer agrees to obtain all <br />third-party consents or licenses required to enable Motorola Solutions to provide the service. <br /> <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8