Technical Support Overview
Motorola’s Technical Support service provides telephone consultation for technica! issues
that require a high level of ASTRO network expertise and troubleshcoting capabilities.
Remote Technical Support is delivered through the Motoroia System Support Center (SSC)
by a staff of technical support specialists skilled in diagnosis and swift resolution of
infrastructure performance and operational issues. Technical Support provides access to a
solutions database, as well as access to in house test labs and additional Motorola technical
resources
Motorola applies industry best practices in recording, monitoring, escalating and reporting for
Technical Support calls from its contracted customers, reflecting the importance of
maintaining mission critical sysierns.
The terms and conditions of this Statement of Work (SOW) are an integral part of Motorcla’s
Service Agreement or other applicable agreement to which it is attached and made a part
thereof by this reference.
1.0 Description of Technical Support Services
Motorola's System Support Center (SSC) will provide technical support to assist the
customer's technical resources of the Motorola's currently supported infrastructure. This team
of highly skilled professionals is available to the customer as an integrated part of the support
and technical issue resolution process. The SSC remotely supports the customer and works
with but not limited to fault diagnostics tools, simulation networks and fault database search
engines.
The Technical Support Operations is available 24 hours a day; 7 days per week to support
technical requests (see severity level response time commitments). Calls requiring incidents,
problems, or service requests will be logged in Motorola’s issue management system. This
ensures that technical issues are prioritized, updated, tracked and escalated as necessary,
until resolution. The Technical Support Operations shall assign the priority level as in
accordance with the agreed Severity Level Definitions stated in this document.
Motorola will track the progress of each case from initial logging to resolution. Motorola will
ensure that the customer is advised of the case progress and informed of tasks that require
further investigation and assistance from the customer's technical resources
The provision of this service requires that the customer provides a suitably trained technical
resource that delivers maintenance and support to the system, and who is familiar with the
operation of that system. Motorola provides technical consultants to support the local
resource in the timely closure of infrastructure, performance and operational issues.
1.1 Scope
Technical Support service is available 24 hours a day, 7 days a week based on Severity
Level Definitions.
1.2 Geographic Availability
Technical Support is available to any customer regardless of their geographic location and
timeframes are based on the customer's local time zone.
Appraved by Motorola Contracts and Compliance September 2013 < Motorola 2013
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