o Faults that have no impact in how
the user perceives the system to
work
o Intermittent issues
o Requests for information
o Preventive Maintenance or upgrade
related work
Connectivity Matrix
Request connectivity 8 weeks in advance of service start date
The event types are based on the defined levels as follows:
Appendix A
Engagement Matrix
Severity
Level
Severity Definition
Engagement Times
1
This is defined as a critical/major incident
that causes the system and/or
infrastructure to experience a loss of call
processing functionality and no work-
around or immediate solution is available.
The following are examples of this kind of
failure:
o 33% of call processing resources
impaired
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.
1.4.3.1 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.
wera oe ee
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.
2.1. Severity Level Response Time Commitments
The response times are based on the defined severity levels as follows:
[SeverityLevel|
Response Time
Severity 1
A Motorola SSC Technician will make contact with the customer technical
| representative within one hour of the request for support being logged in
the issue management system. Continual effort will be maintained to
restore the system or provide a workaround resolution. Response
provided 24 x 7.
Severity 2
1.7 Severity Level Definitions
The following severity level definitions will be used to determine the maximum response
times:
Severity
Level Severity Definition
| Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of
: voice functionality and no work-around or. immediate solution is available.
The following are examples of this kind of failure:
° 33% of call processing resources impaired
e Site Environment alarms:
o Smoke,
e Unauthorized access
o Temperature
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).
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
