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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 28 <br />Customer Responsibilities <br />• Prior to contract start date, provide Motorola with pre-defined information necessary to complete <br />CSP. <br />• Submit timely changes in any information supplied in the CSP to the CSM. <br />• Contact the CMSO Service Desk to engage the Remote Technical Support service when <br />needed, providing the necessary information for proper entitlement services. This information <br />includes, but is not limited to, the name of contact, name of Customer, system ID number, <br />site(s) in question, and a brief description of the problem that contains pertinent information for <br />initial issue classification. <br />• Maintain suitably trained technical resources familiar with the operation of the Customer’s <br />system to provide field maintenance and technical maintenance services for the system. <br />• Supply suitably skilled and trained on -site presence when requested. <br />• Validate issue resolution in a timely manner prior to close of the incident. <br />• Acknowledge that incidents will be addressed in accordance with Section 5: Priority Level <br />Definitions and Response Times. <br />• Cooperate with Motorola, and perform all acts that are reasonable or necessary to enable <br />Motorola to provide Remote Technical Support. <br />• In the event that Motorola agrees in writing to provide supplemental Remote Technical Support <br />to third-party elements provided by the Customer, the Customer agrees to obtain all third-party <br />consents or licenses required to enable Motorola to provide the service. <br />4.1.5 Network Hardware Repair <br />Motorola will provide hardware repair for Motorola and select third-party infrastructure equipment <br />supplied by Motorola. A Motorola authorized repair depot manages and performs the repair of Motorola <br />supplied equipment, and coordinates equipment repair logistics. <br />4.1.5.1 Description of Service <br />Infrastructure components are repaired at Motorola-authorized Infrastructure Depot Operations (IDO). <br />At Motorola’s discretion, select third-party infrastructure may be sent to the original equipment <br />manufacturer or third-party vendor for repair. <br />Network Hardware Repair is also known as Infrastructure Repair. <br />4.1.5.2 Scope <br />Repair authorizations are obtained by contacting the CMSO organization Service Desk, which is <br />available 24/7. Repair authorizations can also be obtained by contacting the CSM. <br />4.1.5.3 Inclusions <br />This service is available on Motorola-provided infrastructure components, including integrated third- <br />party products. Motorola will make a commercially reasonable effort to repair Motorola manufactured <br />infrastructure products after product cancellation. The post-cancellation support period of the product <br />will be noted in the product’s end -of-life (EOL) notification. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C