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57 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> • If required by repair verification preference provided by the Customer, verify with the CMSO <br /> Service Desk and dispatch that restoration is complete or system is functional. <br /> • Cooperate with Motorola and perform reasonable or necessary acts to enable Motorola to <br /> provide these services. <br /> • In the event that Motorola agrees in writing to provide supplemental On-Site Infrastructure <br /> Response to Customer-provided third-party elements, the Customer agrees to obtain and <br /> provide applicable third-party consents or licenses to enable Motorola to provide the service. <br /> 4.1.8.5 Priority Level Definitions and Response Times <br /> This section describes the criteria Motorola used to prioritize incidents and service requests, and lists <br /> the response times for those priority levels. <br /> Table 4-15: Standard Level Definitions and Response Times <br /> IncidentIncident Priority • Response <br /> Critical P1 Core: Core server or core link failure. No redundant Response provided 24/7 until <br /> server or link available. service restoration. <br /> Sites/Subsites: Primary site down. Two RF sites or Field service technician arrival <br /> more than 10% of RF sites down, whichever is on-site within 4 hours of <br /> greater. receiving dispatch notification. <br /> Consoles: More than 40% of a site's console <br /> positions down. <br /> Conventional Channels: Conventional Channel <br /> Gateways (CCGW) down without redundant <br /> gateways available. <br /> Security Features: Security is non-functional or <br /> degraded. <br /> High P2 Core: Core server or link failures. Redundant server Response provided 24/7 until <br /> or link available. service restoration. <br /> Consoles: Between 20% and 40% of a site's Field service technician arrival <br /> console positions down. on-site within 4 hours of <br /> Sites/Subsites: One RF site or up to 10% of RF receiving dispatch notification. <br /> sites down, whichever is greater. <br /> Conventional Channels: Up to 50% of CCGWs <br /> down. Redundant gateways available. <br /> Network Elements: Site router, site switch, or GPS <br /> server down. No redundant networking element <br /> available. <br /> Medium P3 Consoles: Up to 20% of a site's console positions Response provided during <br /> down. normal business hours until <br /> Conventional Channels: Single channel down. service restoration. <br /> Redundant gateway available. Field service technician arrival <br /> Network Elements: Site router/switch or GPS on-site within 8 hours of <br /> server down. Redundant networking element receiving dispatch notification. <br /> available. <br /> Low P4 Service Requests: Minor events and warnings in Not applicable. <br /> the system. Preventative and planned maintenance <br /> activities (scheduled work). <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 46 <br />