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Orange County, North Carolina <br />VHF Paging System Upgrades <br />July 19, 2024 <br />Use or disclosure of this proposal is subject <br />to the restrictions on the cover page. <br />Motorola Solutions Confidential Restricted Service/Warranty 4-3 <br /> <br />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 24x7x365 <br />by experienced service desk specialists, security analysts and operations managers. The CMSO <br />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 incident, <br />the CMSO will coordinate incident resolution with local field service and authorized repair depots. <br /> <br />4.3.1 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 preventive <br />maintenance tasks. These technicians will coordinate with the Service Desk, technical support teams, <br />and product engineering as needed to resolve incidents. <br /> <br />4.3.2 Repair Depot <br />The Motorola Solutions Repair Depot will provide Orange County with a central repair location. This <br />will eliminate the need to send network equipment to multiple vendor locations for repair. Motorola <br />Solutions tracks products sent to the Depot via a case management system throughout the repair <br />process. This system will enable Orange County’s representatives to check repair status, from <br />inbound shipment to return. <br /> <br />4.3.3 Customer Support Manager <br />A Motorola Solutions Customer Support Manager (CSM) will be Orange County’s key point of <br />contact for the definition and administration of services. The CSM will work with Orange County to <br />define service delivery details to address Orange County’s specific priorities. <br /> <br />4.3.4 Customer Hub <br />To provide Orange County with quick access to service details, Motorola Solutions will provide our <br />Customer Hub online network information tool. Customer Hub provides our customers with real-time <br />critical network and services information through an easy-to-use graphical interface. <br />Docusign Envelope ID: A05892FB-E22F-4F9D-8892-114F73CBF1B7Docusign Envelope ID: 8FA7D053-A257-4BCD-BB7E-4DF984B26C6A