1.6.4.2 Repair Verification Preference and procedure
1.6.4.3 Database and escalation procedure forms.
1.6.4.4 Submit changes in any information supplied to Motorola and included
in the CSP to the CSM.
1.6.5 Provide the following information when initiating a service request:
1.6.5.1 Assigned system ID number
1.6.5.2 Problem description and site location
1.6.5.3 Other pertinent information requested by Motoroia to open a Case.
1.6.6 Notify the SSC when customer performs any activity that impacts the system.
(Activity that impacts the system may include, but is not limited to, installing
software or hardware upgrades, performing upgrades to the network, or taking
down part of the system to perform maintenance.)
1.6.7 Allow Servicers access to equipment (including any connectivity or monitoring
equipment) if remote service is not possible.
1.6.8 Allow Servicers access to remove Motorola owned monitoring equipment upon
cancellation of service.
1.6.9 Provide all customer managed passwords required to access the customer's
system to Motorola upon request or when opening a case to request service
support or enable response to a technical issue.
1.6.10 Pay additional support charges above and beyond the contracted service
agreements that may apply if it is determined that system faults were caused
by the customer making changes to critical system parameters
1.6.11 Obtain all third party consents or licenses required to enable Motorola to
provide the monitoring service.
1.6.12 Cooperate with Motorola and perform all acts that are reasonable or
necessary to enable Motorola to provide the services described in this SOW.
1.6.13 Contact Motorola to coordinate transition of monitoring when monitoring
responsibility is to be transferred to or from Motorola. (1.e. normal business
hours to after-hours monitoring) as set forth in pre-defined information
provided by customer CSP.
1.6.13.1 | Upon contact, customer must provide customer name, site id, status
on any open cases, severity level, and brief description of case and action
plan to Motorola.
1.6.14 Acknowledge that cases will be handled in accordance with the times and
priorities as defined in the Event Definition table- Appendix A.
1.6.15 Cooperate with Motorola and perform all acts that are reasonable or
necessary to enable Motorola to provide the Network Monitoring service.
Approved by Motorola Solutions LGA&C 11/12/2014 is Motorola 2015
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