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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 1-24 <br /> Escalate the incident to the appropriate party upon expiration of a response time. <br /> Close the incident upon receiving notification from the Customer or Motorola Solutions field <br />service technician, indicating the incident is resolved. <br /> Notify the Customer of incident status, as defined in the CSP and Service Configuration Portal <br />(“SCP”): <br /> Open and closed. <br /> Open, assigned to the Motorola Solutions field service technician, arrival of the field service <br />technician on-site, delayed, or closed. <br /> Provide incident activity reports to the Customer, if requested. <br />1.4.5.5 Customer Responsibilities <br /> Contact Motorola Solutions, as necessary, to request service. <br /> Prior to start date, provide Motorola Solutions with the following pre-defined Customer <br />information and preferences necessary to complete CSP: <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 in the CSP to the Customer Support Manager <br />(“CSM”). <br /> Provide the following information when initiating a service request: <br /> Assigned system ID number. <br /> Problem description and site location. <br /> Other pertinent information requested by Motorola Solutions to open an incident. <br /> Provide field service technician with access to equipment. <br /> Supply infrastructure spare or FRU, as applicable, in order for Motorola Solutions to restore the <br />system. <br /> Maintain and store software needed to restore the system in an easily accessible location. <br /> Maintain and store proper system backups in an easily accessible location. <br /> If required by repair verification preference provided by the Customer, verify with the CMSO <br />Service Desk and dispatch that restoration is complete or system is functional. <br /> Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola <br />Solutions to provide these services. <br /> In the event that Motorola Solutions agrees in writing to provide supplemental On-site <br />Infrastructure Response to Customer-provided third-party elements, the Customer agrees to <br />obtain and provide applicable third-party consents or licenses to enable Motorola Solutions to <br />provide the service. <br /> <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8