2022-494-E-Emergency Svc-Motorola Solution-Radio Maintenance

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Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-23 1.4.5 On-site Infrastructure Response Motorola Solutions’ On-site Infrastructure Response service provides incident management and escalation for on-site technical service requests. The service is delivered by Motorola Solutions’ Centralized Managed Support Operations (“CMSO”) organization in cooperation with a local service provider. On-site Infrastructure Response may also be referred to as On-site Support. 1.4.5.1 Description of Service The Motorola Solutions CMSO Service Desk will receive the Customer’s request for on-site service. The CMSO Dispatch Operations team is responsible for opening incidents, dispatching on-site resources, monitoring issue resolution, and escalating as needed to ensure strict compliance to committed response times. The dispatched field service technician will travel to the Customer’s location to restore the system in accordance with Section 1.5: Priority Level Definitions and Response Times. Motorola Solutions will manage incidents as described in this SOW. The CMSO Service Desk will maintain contact with the field service technician until incident closure. 1.4.5.2 Scope On-site Infrastructure Response is available 24 hours a day, 7 days a week in accordance with Section 1.5: Priority Level Definitions and Response Times. Customer’s Response Time Classification is designated in the Customer Support Plan. 1.4.5.3 Inclusions On-site Infrastructure Response is provided for Motorola Solutions-provided infrastructure. 1.4.5.4 Motorola Solutions Responsibilities  Receive service requests.  Create an incident when service requests are received. Gather information to characterize the issue, determine a plan of action, and assign and track the incident to resolution.  Dispatch a field service technician, as required by Motorola Solutions’ standard procedures, and provide necessary incident information.  Provide the required personnel access to relevant Customer information, as needed.  Motorola Solutions field service technician will perform the following on-site:  Run diagnostics on the infrastructure component.  Replace defective infrastructure component, as supplied by the Customer.  Provide materials, tools, documentation, physical planning manuals, diagnostic and test equipment, and any other material required to perform the maintenance service.  If a third-party vendor is needed to restore the system, the vendor can be accompanied onto the Customer’s premises.  If required by the Customer’s repair verification in the Customer Support Plan (“CSP”), verify with the Customer that restoration is complete or system is functional. If verification by the Customer cannot be completed within 20 minutes of restoration, the incident will be closed and the field service technician will be released. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8