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2. Glossary of Terms and Acronyms <br /> <br />Case Number The number assigned to a customer's request for service. The Call Center <br />electronically tracks all Case Numbers to assure customer satisfaction. <br />CSM Customer Support Manager <br />CSP Customer Support Plan <br />ETA Estimated time of arrival is an estimate of when the field technician will arrive at <br />the customer's site. <br />FRU A Field Replaceable Unit which is any module or board which can be removed <br />from a piece of fixed equipment and exchanged with an identical module or <br />board. <br />IDO Infrastructure Depot Operations <br />Local Service <br />Provider <br />A Customer authorized service provider or a Motorola Field Technical <br />Representative <br />MSD Motorola Service Desk <br />Response Response times are defined as having an on-site technician, or a remote <br />systems support specialist having taken assignment of the issue and working <br />on the system. <br />RSC Radio Service Center – Subscriber repair center <br />SCC System Component Center - Systems Repair Center <br />SSC System Support Center <br />Severity Each incoming call is assigned a severity level of Severity One, Two, Three and <br />Four. Severity levels determine the Response Time Commitments. <br /> <br /> <br /> <br /> <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C