1.5.8
Determine, in its sole discretion, when a case requires more than the
Technical Support services described in this SOW and notify customer of an
alternative course of action.
1.6 The Customer has the following responsibilities:
1.6.1
1.6.2
1.6.3
1.6.4
1.6.5
1.6.6
1.6.7
1.6.8
1.6.9
Provide Motorola with pre-defined information prior to contract start date
necessary to complete Customer Support Plan (CSP).
Submit changes in any information supplied in the Customer Support Plan
(CSP) to the Customer Support Manager (CSM).
Contact the SSC in order to engage the Technical Support service, providing
the necessary information for proper entitlement services. Including but noi
limited to the name of contact, name of customer, system ID number, site(s)
in question, and brief description of the problem including pertinent
information for initial issue characterization.
Maintain suitable trained technical resources that provide field maintenance
and technical maintenance services to the system, and who are familiar with
the operation of that system.
Provide SSC access via the remote connection that has been established
through other sold services (e.g. Network Fauit Monitoring)
Supply suitably skilled and trained on-site presence when requested by the
SSC.
Validate issue resolution prior to close of the case in a timely manner.
Acknowledge that cases will be handled in accordance with the times and
priorities as defined in the Severity Level Definitions and in the Severity Level
Response Time Commitments section in this document.
Cooperate with Motorola and perform all acts that are reasonable or
necessary to enable Motorola to provide the Technical Support service.
Approved by Motorola Contracts and Compliance September 2013
& Motorola 2013
Page Saf7
