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17 <br /> Customer Name Text Field August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work RFP#or Subtitle Text <br /> Section 2 <br /> Motorola Service Delivery <br /> Ecosystem <br /> Advanced Services are delivered through a tailored combination of local field service personnel, <br /> centralized teams equipped with a sophisticated service delivery platform, product repair depots and <br /> Customer Hub. These service entities will collaborate to swiftly analyze issues, accurately diagnose <br /> root causes and promptly resolve issues to restore the Customer's network to normal operations. <br /> 2.1 Centralized Managed Support Operations <br /> The cornerstone of Motorola's support process is the Centralized Managed Support Operations <br /> (CMSO) organization, which includes the Service Desk and technical support teams. The CMSO is <br /> staffed 24/7 by experienced personnel, including service desk specialists, security analysts and <br /> operations managers. <br /> The Service Desk provides a single point of contact for all service related items, including <br /> communications between the Customer, Motorola, and third-party subcontractors. The Service Desk <br /> processes service requests, service incidents, change requests, and dispatching, and communicates <br /> with stakeholders in accordance with predefined response times. <br /> All incoming transactions through the Service Desk are recorded, tracked, and updated through <br /> the Motorola Customer Relationship Management (CRM) system. The Service Desk also documents <br /> Customer inquiries, requests, concerns, and related tickets. <br /> The CMSO coordinates with the field service organization that will serve the Customer locally. <br /> 2.2 Field Service <br /> Motorola authorized and qualified field service technicians perform on-site infrastructure response, field <br /> repair, and preventive maintenance tasks. These technicians are integrated with the Service Desk and <br /> with technical support teams and product engineering as required to resolve repair and maintenance <br /> requests. <br /> 2.3 Customer Support Manager <br /> A Motorola Customer Support Manager (CSM) will be the Customer's key point of contact for defining <br /> and administering services. The CSM's initial responsibility is to create the Customer Support Plan <br /> (CSP) in collaboration with the Customer. <br /> The CSP functions as an operating document that personalizes the services described in this <br /> document. The CSP contains Customer-specific information, such as site names, site access <br /> directions, key contact persons, incident handling instructions, and escalation paths for special issues. <br /> ®MOTOROLASOLv71ONS <br /> Motorola Service Delivery Ecosystem <br /> Use or disclosure of this proposal is subject to the restrictions on the cover page. <br /> Motorola Solutions <br /> Page 6 <br />