1.4.3.1 Emergency on-site visits required to resolve technical issues that cannot
be resolved by with SSC working remotely with the local customer
technical resource.
1.4.3.2 System installations, upgrades, and expansions.
1.4.3.3 Customer training.
1.4.3.4 Hardware repair and/or exchange.
1.4.3.5 Network security services.
1.4.3.6 Network transport.
1.4.3.7 Information Assurance.
1.4.3.8 Any services not expressly included in this statement of work.
1.4.4 Reference the event catalogue tc confirm monitored equipment.
1 Dispatch service with OnSite Response Is a separate service that Is required with Network Monitoring,
1.5 Motorola has the following responsibilities:
1.5.1. Provide dedicated connectivity through a network connection necessary for
monitoring communication networks. The Connectivity Matrix further describes the
connectivity options.
1.5.2 If determined necessary by Motorola, provide Motorola owned equipment for
monitoring system elements. If Motorola installs or replaces Motorola owned
equipment, the type of equipment and location installed is listed in the
Motorola Owned & Supplied Equipment Table.
1.5.3 Verify connectivity and event monitoring prior to system acceptance or start
date.
1.5.4 Monitor system continuously during hours designated in the CSP in
accordance with the pre-defined times specified in section 1.6.2 below.
1.5.5 Remotely access the customer's system to perform remote diagnosis as
permitted by customer pursuant to section 1.6.4.
1.5.6 Create a case, as necessary. Gather information to perform the following:
1.5.6.1 Characterize the issue
1.5.6.2 Determine a plan of action
1.5.6.3 Assign and track the case to resolution.
1.5.7 Cooperate with customer to coordinate transition of monitoring responsibilities
between Motorola and customer as specified in section 1.6.13 and 1.6.13.1.
1.5.8 Maintain communication with the customer in the field as needed until
resolution of the case
1.6 The Customer has the following responsibilities:
1.6.2 Allow Motorola continuous remote access to enable the monitoring service.
1.6.3 Provide continuous utility service to any Motorola equipment installed or
utilized at customer's premises to support delivery of the service.
1.6.4 Provide Motorola with pre-defined customer information and preferences prior
to Start Date necessary to complete the CSP, including, but not limited to:
1.6.4.1 Case notification preferences and procedure
Approved by Motorola Solutions LGA&C 11/12/2014 = Motorola 2015
Page 3 of 8
