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<br /> <br /> www.callmc.com <br /> <br />Mobile Communications America, Inc. <br />Confidential and Proprietary <br />Not to be copied or distributed without the express written consent of Mobile Communications America, Inc. <br /> <br /> <br />2.3 Emergency Maintenance <br /> <br />Any maintenance to the Equipment not specifically enumerated in Section 2.1 of this Agreement shall be <br />considered “Emergency Maintenance.” Emergency Maintenance shall be provided by MCA as follows: <br /> <br />2.3.1 The Customer shall, when it deems necessary, request emergency maintenance by contacting <br />MCA, who will assign a qualified technician to respond. MCA support can be reached at 855- <br />773-5080 or DASsupport@callmc.com. <br />2.3.2 The qualified technician will access the network remotely within 4 business hours of receiving <br />notification of the Emergency. <br />2.3.3 If the Emergency cannot be resolved, corrected, or diagnosed remotely, MCA shall dispatch a <br />technician to the malfunctioning Equipment according to the following response matrix: <br /> <br />Urgency Definition & Response Escalation if Not <br />Resolved <br />Severe Entire System is down. All or the majority of users <br />cannot utilize their mobile devices using the <br />covered Equipment. MCA will immediately assign <br />the appropriate resources. Issue remains top <br />priority until resolved. <br />Within 24 hours <br />Moderate Partial service degradation (by area (e.g. only <br />certain locations) or by feature (e.g. 3G works but <br />4G doesn’t). MCA will assign resources and the <br />issue will be treated as a high priority, but work is <br />generally performed during normal business hours. <br />Within 2 business <br />days <br />Minor This includes minor alarms and other issues that <br />don’t affect perceived service level. MCA will <br />assign a low priority to the issue, but will commit <br />to resolving the issue in a reasonable time period. <br />Within 2 Months <br /> <br />2.3.4 MCA shall troubleshoot the System as part of this emergency response maintenance and take <br />such action as appropriate and necessary to restore or repair any inoperable equipment (using <br />customer provided spares if available) with comparable parts and components in order to return <br />the associated system to good operating condition upon which the responding technician shall <br />notify the Customer. <br />2.3.5 Components requiring repair outside of the manufacturer’s standard warranty or an extended <br />equipment warranty (separately purchased by Customer) will be repaired at cost plus 15%. <br /> <br />2.4 System Monitoring <br /> <br />2.4.1 If a wireless modem along with associated service is not included in this agreement, the customer <br />shall provide a LAN connection with access to MCA’s NOC via the internet at each network <br />head-end location. <br />2.4.2 MCA will utilize the wireless modem or LAN connection to receive alarms from the monitored <br />equipment and to access the system remotely. <br />2.4.3 It is understood by the Customer that remote access will be used to diagnose system alarms, make <br />Docusign Envelope ID: E2A04EAA-C6A8-4D8C-A3D2-7BFA20FBDAF0