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Docusign Envelope ID:A05892FB-E22F-4F9D-8892-114F73CBF1B7 <br /> 26 <br /> 4.3 CENTRALIZED MANAGED SUPPORT OPERATIONS <br /> The cornerstone of Motorola Solutions' support process is the Centralized Managed Support <br /> Operations(CMSO)organization. This TL 9000/ISO 9001-certified organization is staffed 24x7x365 <br /> by experienced service desk specialists, security analysts and operations managers. The CMSO <br /> houses critical central functions, including the Service Desk. <br /> The CMSO Service Desk will serve as a single point of contact for services. It processes service <br /> requests, service incidents,change requests, and dispatching. The Service Desk communicates <br /> necessary information to stakeholders,bridging communications among Orange County,Motorola <br /> Solutions, and third-party subcontractors. <br /> Service Desk teams record,track, and update incidents through the Motorola Solutions Customer <br /> Relationship Management(CRM) system. They document and respond to inquiries,requests, <br /> concerns and service tickets. When an incident is initiated,the CMSO will engage with teams to <br /> resolve that incident. The CMSO will escalate to new teams when needed.Depending on the incident, <br /> the CMSO will coordinate incident resolution with local field service and authorized repair depots. <br /> 4.3.1 Field Service <br /> Motorola Solutions authorized and qualified field service technicians will perform the On-site <br /> Infrastructure Response service,repair malfunctioning hardware in the field, and conduct preventive <br /> maintenance tasks. These technicians will coordinate with the Service Desk,technical support teams, <br /> and product engineering as needed to resolve incidents. <br /> 4.3.2 Repair Depot <br /> The Motorola Solutions Repair Depot will provide Orange County with a central repair location. This <br /> will eliminate the need to send network equipment to multiple vendor locations for repair.Motorola <br /> Solutions tracks products sent to the Depot via a case management system throughout the repair <br /> process. This system will enable Orange County's representatives to check repair status, from <br /> inbound shipment to return. <br /> 4.3.3 Customer Support Manager <br /> A Motorola Solutions Customer Support Manager(CSM)will be Orange County's key point of <br /> contact for the definition and administration of services. The CSM will work with Orange County to <br /> define service delivery details to address Orange County's specific priorities. <br /> 4.3.4 Customer Hub <br /> To provide Orange County with quick access to service details, Motorola Solutions will provide our <br /> Customer Hub online network information tool. Customer Hub provides our customers with real-time <br /> critical network and services information through an easy-to-use graphical interface. <br /> Orange County,North Carolina July 19,2024 <br /> VHF Paging System Upgrades Use or disclosure of this proposal is subject <br /> to the restrictions on the cover page. <br /> © Motorola Solutions Confidential Restricted Service/Warranty 4-3 <br />