ed PPT
1.3 laclusions
Technical Support service will be delivered on Motorola sold infrastructure including
integrated 3" party products.
1.4 Limitations and Exclusions
The following activities are outside the scope of the Technical Support service, but are
optional services that are available to remote Technical Support customers at an additional
cost:
1.4.1
1.4.2
1.4.3
1.4.4
1.4.5
1.4.6
1.4.7
1.4.8
1.4.9
1.4.10
Emergency on-site visits required to resolve technical issues that cannot be
resolved by with SSC working remotely with the local customer technical
resource.
Third party support for equipment not sold by Motorola as part of the original
system.
System installations, upgrades, and expansions.
Customer training.
Hardware repair and/or exchange.
Network security services.
Network transport.
Information Assurance.
Motorola services not included in this statement of work.
Any technical support required as a result of a virus or unwanted intrusion is
excluded if the system is not protected against these security threats by
Motorola's Pre-tested Security Update Service when applicable.
1.5 Motorola has the following responsibilities:
1.5.1
1.5.2
1.5.3
1.5.4
1.5.5
1.5.6
1.5.7
Enable customer access to the Motorola Technical Support Center (800-221-
7144), 24 hours a day, 7 days per week, to answer, document and respond
to requests for support.
Respond to requests for Technical Support in accordance with the response
times set forth in the Severity Level Response Time Commiiments_ section of
this document and the severity level defined in the Severity | evel Definitions
section of this document.
Advise caller of procedure for determining any additional requirements,
activities or information relating to issue restoration and/or characterization.
Maintain communication with the customer in the field as needed until
resolution of the case
Coordinate technical resolutions with agreed upon third party vendors, as
needed.
Escalate and manage support issues, including systemic issues, to additional
Motorola technical resources, as applicable.
Escalate the case to the appropriate party upon expiration of a response
time.
Approved by Motorola Contracts and Compliance September 20713
a’ Motorola 2013
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