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Network Monitoring Overview
Motorola's Network Monitoring Operations (NMO) within the Motorola Solutions Support
Center (SSC) provides real-time fault monitoring for radio communications networks on a
continuous basis. NMO utilizes sophisticated tools for remote monitoring and event
characterization of your communications networks. When an event is detecied, NMO
technologists acknowledge and assess the situation, and initiate a defined response.
The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's
Service Agreement or other applicable agreement to which it is attached and made a part
thereof by this reference.
1.0 Description of Network Monitoring Services
Network Monitoring is a service designed to electronically monitor elemenis of a
communication system for events, as set forth in the Monitored Elements Table. When the
SSC detects an event, (based on the severity of the event) trained technologists
acknowledge and remotely diagnose the event, and initiate an appropriate response in
accordance with the customer handling procedure. Appropriate responses could include, but
are not limited to, continuing to monitor the event for further development, attempting remote
remediation via engagement of Technical Support resources, or initiating dispatch’ of a Fieid
Servicer for onsite remediation.
1.1 Availability
Network Monitoring service is available 24 hours a day, 7 days a week. Network Monitoring
availability is based on the level of coniracted service and defined in the Customer Support
Pian (CSP).
1.2 Geographic Availability
Network Monitoring is a globally provided service unless limited by data export control
regulations. Timeframes are based on the customer's local time zone.
1.3 Inclusions
Network monitoring service can be delivered on Motorola sold infrastructure as stated in
Monitored Elements Table,
1.4 Limitations and Exclusions
1.4.1. Does not include monitoring of anything outside of the radio network or
monitoring of infrastructure provided by a third party, unless specifically
stated. Monitored elements must be within the radio network and capable of
sending traps to the Unified Event Manager (UEM).
1.4.2 Additional support charges above and beyond the contracted service
agreements may apply if it is determined that system faults were caused by
the customer making changes fo critical system parameters.
1.4.3 The following activities are outside the scope of the Network Monitoring
service, but are optional services that are available to remote Network
Monitoring customers at an additional cost:
Approved by Motorola Solutions LGA&C 11/12/2014 1 Motorola 2015
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