Orange County NC Website
Browse       Search
39 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> Customer Responsibilities <br /> • Prior to contract start date, provide Motorola with pre-defined information necessary to complete <br /> CSP. <br /> • Submit timely changes in any information supplied in the CSP to the CSM. <br /> • Contact the CMSO Service Desk to engage the Remote Technical Support service when <br /> needed, providing the necessary information for proper entitlement services. This information <br /> includes, but is not limited to, the name of contact, name of Customer, system ID number, <br /> site(s) in question, and a brief description of the problem that contains pertinent information for <br /> initial issue classification. <br /> • Maintain suitably trained technical resources familiar with the operation of the Customer's <br /> system to provide field maintenance and technical maintenance services for the system. <br /> • Supply suitably skilled and trained on-site presence when requested. <br /> • Validate issue resolution in a timely manner prior to close of the incident. <br /> • Acknowledge that incidents will be addressed in accordance with Section 5: Priority Level <br /> Definitions and Response Times. <br /> • Cooperate with Motorola, and perform all acts that are reasonable or necessary to enable <br /> Motorola to provide Remote Technical Support. <br /> • In the event that Motorola agrees in writing to provide supplemental Remote Technical Support <br /> to third-party elements provided by the Customer, the Customer agrees to obtain all third-party <br /> consents or licenses required to enable Motorola to provide the service. <br /> 4.1.5 Network Hardware Repair <br /> Motorola will provide hardware repair for Motorola and select third-party infrastructure equipment <br /> supplied by Motorola. A Motorola authorized repair depot manages and performs the repair of Motorola <br /> supplied equipment, and coordinates equipment repair logistics. <br /> 4.1.5.1 Description of Service <br /> Infrastructure components are repaired at Motorola-authorized Infrastructure Depot Operations (IDO). <br /> At Motorola's discretion, select third-party infrastructure may be sent to the original equipment <br /> manufacturer or third-party vendor for repair. <br /> Network Hardware Repair is also known as Infrastructure Repair. <br /> 4.1.5.2 Scope <br /> Repair authorizations are obtained by contacting the CMSO organization Service Desk, which is <br /> available 24/7. Repair authorizations can also be obtained by contacting the CSM. <br /> 4.1.5.3 Inclusions <br /> This service is available on Motorola-provided infrastructure components, including integrated third- <br /> party products. Motorola will make a commercially reasonable effort to repair Motorola manufactured <br /> infrastructure products after product cancellation. The post-cancellation support period of the product <br /> will be noted in the product's end-of-life (EOL) notification. <br /> ®MOTOROLASOLUTIONS <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 28 <br />