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Customer Name Text Field August 8, 2024 <br />ASTRO® 25 Advanced Services Statement of Work RFP # or Subtitle Text <br />Motorola Service Delivery Ecosystem <br /> <br />Use or disclosure of this proposal is subject to the restrictions on the cover page. <br />Motorola Solutions <br />Page 6 <br />Section 2 Motorola Service Delivery <br />Ecosystem <br />Advanced Services are delivered through a tailored combination of local field service personnel, <br />centralized teams equipped with a sophisticated service delivery platform, product repair depots and <br />Customer Hub. These service entities will collaborate to swiftly analyze issues, accurately diagnose <br />root causes and promptly resolve issues to restore the Customer’s network to normal operations. <br />2.1 Centralized Managed Support Operations <br />The cornerstone of Motorola’s support process is the Centralized Managed Support Operations <br />(CMSO) organization, which includes the Service Desk and technical support teams. The CMSO is <br />staffed 24/7 by experienced personnel, including service desk specialists, security analysts and <br />operations managers. <br />The Service Desk provides a single point of contact for all service related items, including <br />communications between the Customer, Motorola, and third-party subcontractors. The Service Desk <br />processes service requests, service incidents, change requests, and dispatching, and communicates <br />with stakeholders in accordance with predefined response times. <br />All incoming transactions through the Service Desk are recorded, tracked , and updated through <br />the Motorola Customer Relationship Management (CRM) system. The Service Desk also documents <br />Customer inquiries, requests, concerns, and related tickets. <br />The CMSO coordinates with the field service organization that will serve the Customer locally. <br />2.2 Field Service <br />Motorola authorized and qualified field service technicians perform on -site infrastructure response, field <br />repair, and preventive maintenance tasks. These technicians are integrated with the Service Desk and <br />with technical support teams and product engineering as required to resolve repair and maintenance <br />requests. <br />2.3 Customer Support Manager <br />A Motorola Customer Support Manager (CSM) will be the Customer’s key point of contact for defining <br />and administering services. The CSM’s initial responsibility is to create the Customer Support Plan <br />(CSP) in collaboration with the Customer. <br />The CSP functions as an operating document that personalizes the services described in this <br />document. The CSP contains Customer-specific information, such as site names, site access <br />directions, key contact persons, incident handling instructions, and escal ation paths for special issues. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C