Orange County NC Website
Browse       Search
55 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> The dispatched field service technician will travel to the Customer's location to restore the system in <br /> accordance with Section 4.1.8.5: Priority Level Definitions and Response Times. <br /> Motorola will manage incidents as described in this SOW. The CMSO Service Desk will maintain <br /> contact with the field service technician until incident closure. <br /> 4.1.8.2 Scope <br /> On-Site Infrastructure Response is available in accordance with Section 4.1.8.5: Priority Level <br /> Definitions and Response Times. Customer's Response Time Classification is designated in the <br /> Customer Support Plan. <br /> 4.1.8.3 Geographical Availability <br /> On-Site Infrastructure Response is available worldwide where Motorola servicers are present. <br /> Response times are based on the Customer's local time zone and site location. <br /> 4.1.8.4 Inclusions <br /> On-Site Infrastructure Response is provided for Motorola-provided infrastructure. <br /> Motorola Responsibilities <br /> • Receive service requests. <br /> • Create an incident when service requests are received. Gather information to characterize the <br /> issue, determine a plan of action, and assign and track the incident to resolution. <br /> • Dispatch a field service technician, as required by Motorola's standard procedures, and provide <br /> necessary incident information. <br /> • Provide the required personnel access to relevant Customer information, as needed. <br /> • Motorola field service technician will perform the following on-site: <br /> - Run diagnostics on the infrastructure component. <br /> - Replace defective infrastructure components, as supplied by the Customer. <br /> - Provide materials, tools, documentation, physical planning manuals, diagnostic and test <br /> equipment, and any other material required to perform the maintenance service. <br /> - If a third-party vendor is needed to restore the system, the vendor can be accompanied onto <br /> the Customer's premises. <br /> - If required by the Customer's repair verification in the CSP, verify with the Customer that <br /> restoration is complete or system is functional. If verification by the Customer cannot be <br /> completed within 20 minutes of restoration, the incident will be closed and the field service <br /> technician will be released. <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 field service <br /> 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 /> ®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 44 <br />