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Docusign Envelope ID:5E8BDF61-7622-4D69-B99C-8AA458CF606B <br /> 12 <br /> With these services, Orange County will have access to the technology, support and planning <br /> expertise needed for an effective upgrade. <br /> 3.3 MOTOROLA SOLUTIONS SERVICE DELIVERY ECOSYSTEM <br /> Advanced Services are delivered through a tailored combination of field service personnel, <br /> centralized teams,product repair depots and Customer Hub. These service resources will <br /> collaborate to swiftly analyze network issues,accurately diagnose root causes, and efficiently <br /> resolve issues to return the network to normal operation. <br /> Motorola Solutions services will be delivered by staff experienced in servicing mission-critical <br /> networks. Motorola Solutions uses the Information Technology Infrastructure Library(ITIL) <br /> framework to define service tasks based on industry-recognized best practices. As staff perform <br /> tasks, service incident information will be available to Orange County's administrators and <br /> personnel through Customer Hub. <br /> Service activities and Motorola Solutions' service team are described in more detail below. <br /> 3.3.1 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 <br /> 24x7x365 by experienced service desk specialists, security analysts, and operations managers. The <br /> CMSO 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 <br /> incident,the CMSO will coordinate incident resolution with local field service and authorized <br /> repair depots. <br /> 3.3.2 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 <br /> preventive maintenance tasks. These technicians will coordinate with the Service Desk,technical <br /> support teams, and product engineering as needed to resolve incidents. <br /> 3.3.3 Repair Depot <br /> The Motorola Solutions Repair Depot will provide Orange County with a central repair location. <br /> This will eliminate the need to send network equipment to multiple vendor locations for repair. <br /> Motorola Solutions tracks products sent to the Depot via a case management system throughout the <br /> repair process. This system will enable Orange County's representatives to check repair status, <br /> from inbound shipment to return. <br /> 25 October 2024 <br /> MCC7500 Console System Use or disclosure of this proposal is subject <br /> to the restrictions on the cover page. <br /> © Motorola Solutions System Description 3-3 <br />