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38 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> Calls requiring incidents or service requests will be logged in Motorola's CRM system, and Motorola will <br /> track the progress of each incident from initial capture to resolution. This helps ensure that technical <br /> issues are prioritized, updated, tracked, and escalated as necessary, until resolution. Motorola will <br /> advise and inform Customer of incident resolution progress and tasks that require further investigation <br /> and assistance from the Customer's technical resources. <br /> The CMSO Operations Center classifies and responds to each technical support request in accordance <br /> with Section 5: Priority Level Definitions and Response Times. <br /> This service requires the Customer to provide a suitably trained technical resource that delivers <br /> maintenance and support to the Customer's system, and who is familiar with the operation of that <br /> system. Motorola provides technical consultants to support the local resource in the timely closure of <br /> infrastructure, performance, and operational issues. <br /> 4.1.4.2 Scope <br /> The CMSO Service Desk is available via telephone 24/7 to receive and log requests for technical <br /> support. Remote Technical Support service is provided in accordance with Section 5: Priority Level <br /> Definitions and Response Times. <br /> 4.1.4.3 Inclusions <br /> Remote Technical Support service will be delivered for Motorola-provided infrastructure, including <br /> integrated third-party products. <br /> Motorola Responsibilities <br /> • Maintain availability of the Motorola CMSO Service Desk via telephone (800-MSI-HELP) 24/7 to <br /> receive, log, and classify Customer requests for support. <br /> • Respond to incidents and technical service requests in accordance with Section 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 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 /> 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. <br /> • Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. <br /> ®MOTOROLA SOLUTIONS <br /> Advanced Services Detailed Description <br /> Use or disclosure of this proposal is subject to the restrictions on the cover page. <br /> Motorola Solutions <br /> Page 27 <br />