Orange County NC Website
Browse       Search
Orange County, NC August 8, 2024 <br />ASTRO® 25 Advanced Services Statement of Work <br />Advanced Services Detailed Description <br /> <br />Use or disclosure of this proposal is subject to the restrictions on the cover page. <br />Motorola Solutions <br />Page 27 <br />Calls requiring incidents or service requests will be logged in Motorola’s CRM system, and Motorola will <br />track the progress of each incident from initial capture to resolution. This helps ensure that technical <br />issues are prioritized, updated, tracked, and escalated as necessary, until resolution. Motorola will <br />advise and inform Customer of incident resolution progress and tasks that require further investigation <br />and assistance from the Customer’s technical resources. <br />The CMSO Operations Center classifies and responds to each technical support request in accordance <br />with Section 5: Priority Level Definitions and Response Times. <br />This service requires the Customer to provide a suitably trained technical resource that delivers <br />maintenance and support to the Customer’s system, and who is familiar with the operation of that <br />system. Motorola provides technical consultants to support the local resource in the timely closure of <br />infrastructure, performance , and operational issues. <br />4.1.4.2 Scope <br />The CMSO Service Desk is available via telephone 24/7 to receive and log requests for technical <br />support. Remote Technical Support service is provided in accordance with Section 5: Priority Level <br />Definitions and Response Times. <br />4.1.4.3 Inclusions <br />Remote Technical Support service will be delivered for Motorola-provided infrastructure, including <br />integrated third-party products. <br />Motorola Responsibilities <br />• Maintain availability of the Motorola CMSO Service Desk via telephone (800-MSI-HELP) 24/7 to <br />receive, log, and classify Customer requests for support. <br />• Respond to incidents and technical service requests in accordance with Section 5: Priority Level <br />Definitions and Response Times. <br />• Provide caller a plan of action outlining additional requirements, activities , or information <br />required to achieve restoral/fulfillment. <br />• Maintain communication with the Customer in the field as needed until resolution of the incident. <br />• Coordinate technical resolutions with agreed upon third -party vendors, as needed. <br />• Escalate support issues to additional Motorola technical resources, as applicable. <br />• Determine, in its sole discretion, when an incident requires more than the Remote Technical <br />Support services described in this SOW and notify the Customer of an alternative course of <br />action. <br />Limitations and Exclusions <br />The following activities are outside the scope of the Remote Technical Support service: <br />• Customer training. <br />• Remote Technical Support for n etwork transport equipment or third-party products not sold by <br />Motorola. <br />• Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C