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1ESSENTIAL SERVICE FOR V700 BODY WORN CAMERA DEVICE <br />(NORTH AMERICA) <br />This Statement of Work (“SOW”)is subject to the terms and conditions of the Motorola Solutions Service <br />Agreement or other applicable agreement in effect between the parties (“Agreement”).The terms of this SOW are <br />an integral part of an Agreement with the Customer to which this SOW is appended and is made a part thereof by <br />this reference.In the event of a conflict between the terms and conditions of an Agreement and the terms and <br />conditions of this SOW,this SOW will control the inconsistency only.This SOW applies to the Device(s) <br />specifically named in the Agreement. <br />1.1.DESCRIPTION OF SERVICES AND OBLIGATIONS <br />The term “Customer”refers to any end-user who has a purchase agreement with Motorola Solutions. <br />Essential Service provides either three (3)or five (5)years of coverage,as selected by the Customer,and <br />includes: <br />●Remote Technical Support <br />●Software Maintenance <br />●Software Enhancements <br />●Hardware Repair for manufacturing defects <br />Motorola Solutions includes three (3)years of Essential Service with each Body Worn Camera (BWC)device <br />purchase,with optional service upgrades to extend and/or provide additional coverage for the device. <br />1.2.ESSENTIAL SERVICE <br />1.2.1.Remote Technical Support <br />Remote Technical Support is provided for device issues related to software and/or hardware that require <br />troubleshooting expertise.Motorola Solutions’System Support Center (SSC)and Technical Support Operations <br />(TSO)center are staffed with highly trained technologists who specialize in the diagnosis and resolution of <br />product issues.Motorola Solutions’SSC and TSO are continuously monitored against stringent,industry <br />recognized incident and problem management processes. <br />Motorola Solutions will respond to calls,e-mails,and web portal submissions during normal support hours,five (5) <br />business days per week,excluding holidays,and weekends.In addition,Customers may contact the Motorola <br />Service Desk and a Motorola Solutions representative will log a technical request on Motorola Solutions’Case <br />Management System. <br />1.2.1.1 Technical Problem Isolation,Analysis and Resolution. <br />A Motorola Solutions representative or technologists will: <br />●Work to isolate the problem/issue <br />●Analyze and determine the cause of the problem/issue <br />●Work to achieve problem/issue resolution <br />Page 1 <br />  <br /> QUOTE-2212946 <br />  <br />  <br /> Any sales transaction following Motorola's quote is based on and subject to the terms and conditions of the valid and executed written contract between Customer and Motorola (the ""UnderlyingAgreement"") that authorizes Customer to purchase equipment and/or services or license software (collectively ""Products""). If no Underlying Agreement exists between Motorola and Customer, thenMotorola's Standard Terms of Use and Motorola's Standard Terms and Conditions of Sales and Supply shall govern the purchase of the Products.  <br />DocuSign Envelope ID: 79F679D2-65F9-448B-8748-93848FEC948D