R03-140RESOLUTION NO. R 03-
A RESOLUTION OF THE CITY COMMISSION OF THE CITY OF
BOYNTON BEACH, FLORIDA, AUTHORIZING THE CITY
MANAGER TO EXECUTE A SERVICE AGREEMENT BETWEEN
THE CITY OF BOYNTON BEACH AND MOTOROLA, INC,,
PROVIDING FOR THE MAINTENANCE OF THE RADIO SYSTEM
FOR A TWELVE (12) MONTH PERIOD, IN AN AMOUNT NOT
TO EXCEED $74,225.86; AND PROVIDING AN EFFECTIVE
DATE.
WHEREAS, the City Commission of the City of Boynton Beach, Florida, upon the
of staff, deems it to be in the best interests of the City residents to enter
into a Service Agreement with Motorola, Inc., for the maintenance of the radio system for a
twelve (12) month period;
NOW, THEREFORE, BE Zl' RESOLVED BY THE cz'rY COt.'It41'SSi'ON OF THE
CZTY OF BOYNTON BEACH, FLORZDA, THAT:
Section 1. The City Commission of the City of Boynton Beach, Florida does
hereby authorize and direct the City Manager to execute an Service Agreement between the
City of Boynton Beach and Motorola, Inc., a copy of said agreement is attached hereto as
Exhibit "A."
Section 2. This Resolution shall become effective immediately upon passage.
PASSED AND ADOPTED this [~ day of August, 2003.
Commissioner
~ I¥10~'OROI. A
Attn: National Service Support
1307 East Algonquin Road
Schaumburg, IL 60196
(800) 247-2346
Ver. 4.6
Date: 4/8/2003
Ro3- o
SERVICE AGREEMENT
Agreement Order # · 0555013280600
Supersedes Agreement #(s) · 315002782
//' Company Name:
Attn:
Billing Address:
City, State, Zip:
Customer Contact:
Phone:
Fax:
City of Boynton Beach
100 E Boynton Beach Blvd
Boynton Beach, FL 33425
Phyliss Dixon
561-742-6032
561-742-6039
:Qty ! M_od_el/~Optipn _D._es_c ri p~t_io~n ......
SVC01SVC1102
SVC01SVC1104
, SVC01SVC1103
SVC01SVC1220
SVC01SVC1423
SVC01SVC1101
SVC01SVC1413
SVC02SVC0001
SVC02SVC0003
l
Total Services:
Dispatch Service
Technical Support Service
Network Monitoring Service
Radio Repair Service
Local Radio Support Service
Infrastructure Repair With Advanced Replacement Service
OnSite Infrastructure Response Service - Premier Option
SP - Microwave Services
SP - Software Subscription Agreement
SUBTOTAL - RECURRING SERVICESi $ 6,185.49 $ 74,225.86
Required P.O.: No
Customer # · 1000303040
Bill to Tag # · 0001
Contract Start Date: 10/01/2003
Contract End Date:
Anniversary Date: 10/01/2004
Payment Cycle: Quarterly
Tax Exempt: Yes
PO # '
~ Monthly Ext
- / $ ...... ~, ~5.49~ ~ 741225.86
................... ' SUBTOTAL ~ ONE_T~/E~T SERV CE~ -!$ :
DOE~CI~R'~ITt%LNsII~IO/~Ut~/ItJI~I~'~ - ATTACH STATEMENT OF WORK FOR PERFORblANCE i - TOT~L~ $ 6~i~5.~9~ 7~225.86;
list for equipment covered. ........ ~ ' T~ES~ ~ $
~ GR~ND TOTAL[ $ 6,185.49 / ~ 7~2~ ~
THIS SERVICE ~OUNT IS SUBJECT TO STATE & LOCAL T~ING ~
JURISDICTIONS, TO BE ~RIFIED BY MOTORO~ !
[] I received Statements of Work that describe the services provided on this Agreement.
SUBCONTRACTOR(S) CIT~_
Motorola- System Support Center Sch_au~.m_b_~rg_ ~IL
Motorola - Rockford-BRANDED Rockford IL
SUBSCRIBERS(CL723)
Motorola - Team One Ft. Lauderdale
POOL POOL ~-~OOL
[] Motorola Service Terms & Conditions, a copy of which is attached to this Service
A~ment, is incorporated)~rein by this reference. ../~
,UTH(~IZED CU5
Phyli~e-~on ..........
CJ~I~TO~R (PRINT NAIV~E) n I /
( ~' ~ ~ ~,~..~-----~-~. C?~t_o_mer Support Manager .... '~'~ ~ ~ ~ .....
~A REPRESENTATIVE (SIGNATURE) TITLE DATE
Cindee Smith 954-717-4686 954-676-9976
MOTOROLA REPRESENTATIVE (PRINT NAME) PHONE FAX
SPC 4.6 Release Date: 9/30/02
Customer: Boynton Beach, City of
Effective: 10/1/2003
Qty
5
4
8
5
1
46
217
97
239
1
1
1
5
Equipment Description
Quantar Repeaters
Centracom Gold Elite Consoles
Control Stations
RCH Digital Remote
Moscad (1 PC, 1 Laptop, 1 RTU)
Astro Spectra Mobiles
LTS2000
LCS2000
XTS3000
Microwave System
System Description
Prime Site
Dispatch Center
Channels
Service Terms
Motorola. bic. through its Commercial, Govemmem. and Industrial Solutions Sector
¢'Motomla'). and the customer named in this Agreement ("Customer~ hereby agree as
follows:
Seclhm ! APPLICABILITY
Theae Service Terms and Conditioos alYply to service cent~'acts whereby Motorola agrees to
pmvitle to Costumer either (1) maintenance, support and/or other services onder a Motorola
Service Agreement, or (2) installation services under a Motorola Installation Agreement.
Seclt~m2 DElqN ITIONS AN D IN TERPRETATION
"Agraement' means these Servica Terms and Conditions; the cover page for the Service
Agreement or the Installation Agreement, as applicable; and any other attachments, aH of which
ate inenqx~'ated herein by this referent, in interpreting this Agreement and resolving any
ambiguities, these Service Terms and Conditions will take precedence over any cover page, and
the cover page will take precedence over any attachmen~ unless the cover page or attachment
specifically states otherwise. "Equipment" means the communication equipment that is
specified in the attachments or is subsequently, added to this Agreement. 'Smvieas' mesm
those installation, maintenance, support, training, and other services described in this
Agreement.
SucK~m3 ACCEPTANCE
Ck~omer accepts these Service Terms and Conditions and agrees to pay the prices set forth in
the Agreement. This Agreement will become binding only when accepted in writiag by
Motorola. The term of this Agreernent will begin on the "Start Dale" indicated in this
Agreement.
Seclx~m4 SCOPE OF SERVICES
4.1. Motorola will provide the Services described in this Agreement or in a more detailed
Statement of Work or other attachment. At Customer's request, Motorola may also l~'ovide
additional services at Motorola' s then-applicable rates for such ser~ces.
4.2. If Motorola is providing Services for Equipment, MY. orola parts or parts of equal quality
will be used; the Equipment will be Serviced at levels set forth in thc manufacturer's product
manuals; end routine service prceedures that arc prcecrll}ed by Motorola will be fo Bowed.
4.3. If Crammer pun~has~ from Motorola additional equipment that becomes part of the same
system as the initial Equipment, the additional equipment may be added to this Agreement and
will be billed at the applicable rates after the warranty for such additional equipment expires.
4_4_ All Equipment must be in good working order on the Start Date or when additional
equipment is added to the Agreement. Upon reasonable request by Motorola, Customer will
provide a complete aerial and model number list of the EquipmenL Customer must promptly
notify Motorola in writing when any Equipment is lost, damaged, stolen or taken out ofsorvice.
Customer's obligation to pay See¢ice fees for such Equipment will terminate at the end of the
month in which Motorola receives such written notice.
4.5. Customer most specifically identify any Equipment that is labeled intrinsically safe for use
in hazardous enviroranents.
4.6. If Equipment caonot, in Motorola' s opinion, be properly or econemk'ally serviced for mW
reason including exceasive wear, unavailability of parts, the state of technology, or practical
infeasibtlity, Motucola may modify the scope of Services related to such Equipment; mnmr~e
such Equipment from the Agreement; or increase the price to Service such Equipment_
4.7. Customer must promptly notify Motorola directly of any Equ~ment faihne~ Motorola will
respond to Customer's notification in a manner consktent with the level of Sorvice puccha~d as
indicated in this Agreement_
S~cfl~m5 EXCLUDED SERVICES
Service excludes the repair or replacement o£Equipment that has become defective or damaged
ftom usc in other than the normal, cestoma~y, intended, and amhor~ed maturer; use not in
compliance with applicable indosu~ standards; or accident, liquids, power surges, neglec~ acts
of God or other force majenre events.
Urde~ specifieallyincluded in this Agreement, Ser~ce excindns kerns that are consumed in the
normal operation of the Equipment, such a~ batteries, mageetic tape~ etc_; upl~tding or
re~o~amming Equipment; aceaasones, belt cl~s, ~ue~y charger~ en sram or special preducts,
meddled oni~ or software; and repair or maimerrance of any um~smis~km line, amerma,
microwave eq~.~mcm, tower or tower ]ighting~ cbiplexer, combiner, or mult~icr. Motorola
has no obligat~os for any traosmiasion medium, such as telephone lh~, computer networks,
the intemet or the worldwide web, or for Equipment malfnoction eaused by such traosmis~ien
raedkrm.
Secti~m6 TIME AND PLACE OE SERVICE
Set,ce will be provided at the luc~on specified in this A~ee~ent. When Motorola pa~orms
~ce at C~omer's loc atior~. Costumer will l~rovida Motorola, at no charge, a non-hamrdons
work envimanent with adequate shelter, heat, light, and power and with full and flee accc~ to
the Equ~l~nent. Wak'ers of liability from Motorola or its subcontracmra will not be impased as
a site acceas requu~rnent. Customer will provide all information I~X'taining t o the hardware and
software elements of any system with which the Equipment is interfacing so that lV~tcmla may
perform its ~'r~cns. Unless otber~ise stated in this Agreement, the hom~ of Set,ce will be
8:30 a.m. to 4~30 pJn~, local time, exclutlin§ weekends and hnlidays. Unleas otherwise stated in
this Agreement, the p~ce for the Ser~ces exclude any charges or expenses aasociated with
helicopter or other mmmal access requirements; if these charges or expermes are reasonably
incurred by Motorola in renderin§ the Services, Customer agrees to mimbu~e Motorola for such
chasges and expenses.
Sectioa 7 CUSTOMER CONTACT
Cust~ner will provide Mutm~la with ck~i~mated points of contact (list of names and phone
nombe~) that will be available twen ty-foor (24) hours per day, seven (7) days per wec~ and an
escalation procedure to enable Customer's persoenel to maintain contact, as nceded~ with
Secli~m8 PAYMENT
Unleas alternative payment tem~ me specifically stated in this A~ement, Motorola xvill
invoice Customer in advance for each payment p eried~ AH o~cr char~es wi11 be billed monthly.
and Costumer most pay each invoice in U.S. d~llars within twenty (20) days of the invoice date.
Customer ~ to re~nborse Motorola for all property taxes, sales and use taxcs~ excise taxes,
and other t~xes or a.~c~ments levied as a result of Ser~cns rendered under this Agreement
(except income, profit, and fiauchise taxes of Motorola)by any guvernmcntal m~ity.
Seclion9 WARRANTY
Motorola warrants thatits Ser~ces under this Agreement will be flee of dofects in materials and
workmanship for a l~nd of ninety (90) days fo llowing completion of those Services. In the
event ufa breach o£this warranty, Cestomer's sole ramedy is to require Motorola to re-perform
thc non-conforming ~ce or to refund, on a pro-rata bas~ the fees paid for the mm-
conforming ~'r~ce. MOTOROLA DISCLALMS ALL OTHER WARRANTIES, E~PR~
OR IMPLIED, INCLUDING THE IMPLI~ WARRANTIES OF MERCHANTABILITY
AND FITNESS FOR A PARTICULAR PURPOSE.
Seefl®n 10 DEFAULT/TERMINATION
10.1. If either party defaults in the performance of this Agreement, the other party will g~ve to
thnnon -performing party a written and detailed notice of the default. The non -l~,fomaing party
Service Terms and Conditions Final R~v. 8/21/02 (CS^ formatt~:l)
and Conditions
will have thirty (30) days thereafter to provide a written plan to cure thc default that is acceptable to the
other party and begin implementing thc cum plan immediately after plan approval. If the non-
performing party fails to provide or implement the cure plan, then th e injured puny, in addition to any
other rights available to it under law, may immediately terminate this Agreement effective upon giving
a written notice of termination to thc defaulting puny.
10.2. Any termination of this Agreement will not relieve either patty of oblJgefions p~avionsfy inetmed
pursuant to this Agreement, including payments which may be due and owing at the time of
termination. All sums owed by Customer to Motorola will become due and payable immediately upon
termimfion of this Agtecment. Upon the effective date of termination, Motorola will have no further
obligation to provide Services.
Szeli~u II LIMFFATION OF LIABILFIY
This limitation of liability provision shall apply notwithstanding any contrary provision in this
Agreement. Except for p~soual injury or deafft, Motorola's total liability, whether for breach of
contract, warranty, negligence, strict liability in tort, or otherwise, will be limited to the direct damages
recoverable under law, but not to e~ceed the price of the pttn'inos twelve (12) montlm of Service
provided trader this Agreement. ALTHOUGH THE PARTIES ACKNOWLEDGE THE
POSSIBILITY OF SUCH LOSSES OR DAMAGES, THEY AGREE THAT TO THE FULL EXTENT
SUCH DAMAGES MAY BE DISCLAIMED BY LAW, MOTOROLA WILL NOT BE LIABLE FOR
ANY COMMERCIAL LOSS; INCX)NVENIENCE; LOSS OF USF~ TIME, DATA, GOOD WILL,
REVENUES, PROFITS OR SAVINGS; OR OTHER ~PECIAL, INCIDENTAL, INDIRECT, OR
CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO OR ARISING FROM THIS
AGREEMENT. Except for moncy due ulxm an open account, no action may be brought for a breach
of this Agreement mine than one (1) year after the accrual of such cause of action. This limitation of
liability will sursr~e the expiration or termination of this Agreement.
SecfiUl~12 EXCLUSIVETERMSANDCON DITIONS
12.1. This Agreement supersedes all prior and conommat agreements and understandings between the
purees, whether written or oral, misted to the Services, and there are no agreements or representations
concerning the subject matter of this Agreement except for these expressed herein. The Agreement
may not be amended or modified except by a written agreement signed by authorized representatives of
both panties.
12.2. Cnstomer agrces to refi,-n'enen this Agreement on any purchase order issued in furtherance of this
Agreement, however, an inadvertent omission of the referanco to this Agreement shall not affect its
applicability, lu no event shall either party be bound by any terms contained in a Custemer purchase
writings spacifieally ~er to this Agreement; (ii) clearly indicate the intention of both parties to
override and modify this Agreement; and (iii)such pmehase order, acknowledgement, or other writings
are signed by authorized representatives of buth parties.
Seetto~ 13 PROPRIETARY INFORMATION;CONiqI~-,NTIALITY; INTELLECTUAL
PROPERTY RIGHTS
13.1. Any information or dats in the form of aPe°ficatioua, drav,~gs, reprints, technical information
or otherwise furnished to Customer under this AI0ucmeot will remain Motmola's progerty, will be
deemed propnetaqt, will be kept confidential, and will be promlXly returned at l~t~ola's requcst.
Customer may not disclose, without Motorolaka written permission or as required by law, any such
information or data to any person, or use such information or data itself for any purpose other than
performing its obligations under this Agreement. The obligstiona set forth in this Section will survive
the e~irafion or termination of this Agreement.
13.2. Unless otherwise agreed in writing, no commercial, financial or technical information disclosed
in any manner or at any time by Oastomer to Motorola will be deemed secret or eonfidentiei. Motorola
will h ave no obligation to pt~ovide Customer with aceeas to its ennfidenfial and pr°prletsry information,
including cost and pri cing data.
13.3. This Agreemera does not grant directly or by implication, estoppel, or raheradse, any owncmhip
right or license undec any Motorola patent, oupyright, trade seereL or other intellectual propen'y
including any intellectual property created as a resuh of or related to the Equipment sold or Services
S~eliuu 14 FCC LICENSES AND OTHER AUTIIO RIZATIONS
Customer is solely respoosble for obtaining licenses or other anthorizations required by the Federal
Communications Commission or any other federal, state, or local government agency and for
complying with all roles and regulations required by such agmeics. Neither Motorola nor any of its
employees is an agent or representative of Customer in any governmental ma tters.
Sectlua 15 COVENANT NOT TO EMPLOY
During the term of this Agreement and continuing for a period of two (2) yem's the~aftor, Customer
will not hire, engage on contract, solicit the employment o[ or reeorranend employment to any third
party of any employee of Motorola or its subeoatractors without the la'lot written anthorization of
Motorola. This provision applies only to those empbyecs of Motorola or its subcontractors who are
~espoosible for rendering services under this Agreement. if this pmvisiou is found to be overly broad
under applicable }aw, it shall be mod4fied as nucessasy to conform to such law.
Section 16 MATERIALS, TOOLS AND EQUIPMENT
All tools, equipment, dies, gnugea, models, drawings or other materials paid for or furnished by
Motorola for the pa~pese of this Agreeraent will he ami remain the sole plx~et~ of Motraola.
Costumer will safugosl'd all such property while it ia in Cnstmner's custody or conu'ol, be liable for any
loss or damage to such propoay, and tatum it to Motorola upon request. Such pmpen'y will be held by
Customer for Motomla's uae without charge and may be removed fi'om Costumer's premises by
Motorola at any thne without restriction.
SuclJnu 17 GENERAL TERMS
17.1. If any court renders any Portion of this Agreement onenforoeable, the remaining terms will
continue in full force and effect.
17.2. This Agreement and the rights and duties of the pa~ties will be governed and inhal~z:ted in
accordance with the laws of the State in which the Services are performed.
17.3. Failure to exercise any right will not o peeate as a waiver o f that right, power, or priviicge.
17A. Neither patty is liable for delays or lack of performance resulting frmn any causes such as
strikes, material shortages, or acts of God that are beyond that party' s reasonable control.
17_5. Motorola may assign its rights and obligations, and may subcontract any portion of its
performance, under this Ag~n~ennent.
17.6. THIS AGREEMENT WILL RENEW, FOR AN ADDITIONAL ONE (I) YEAR TERM, ON
EVERY ANNIVERSARY OF THE START DATE UNLESS F-.ITH-ER THE C~)V-ER PAGE
SPECIFICALLY STATES A TERMINATION DATE OR ONE PARTY NOTIFIES THE OTHER IN
WRITING OF l~X3 INTENTION TO DISCONTINUE THE AGREEMENT NOT LESS THAN
THIRTY (30) DAYS OF THAT ANNIVERSARY DATE. At the aninversaxy date, Motorola may
adjust the price of the Services to reflect its culreot rates.
17.7. If Motorola provides Selvices after the terrain arian or expiration of this Agn-=ornent, the terms
and conditions in effec~ at the time of the termination or exph'afion will apply to those Se~4eea and
Customer agl~es to pay for such services on a time and materials basis at Motorola's then effective
hourly rates.
MOTOROLA
Statement of Work
Dispatch Service
1.0 Description of Services
The Call Center Operation (CCO) at Motorola's SSC provides Continuously a central point of contact for
technical customer service requests. The CCO is staffed with customer support representatives who will
coordinate the appropriate service response and resources. Service requests are tracked and monitored from
creation to close through an electronic Case process.
The terms and conditions of this Statement of Work are an integral part of the Motorola Service Agreement or
other applicable Agreement to which it is attached and made a part thereof by this reference. If there are any
inconsistencies between the provisions of this Statement of Work and the provisions of the Service or other
applicable Agreement, the provisions of the Agreement shall prevail.
2.0
Motorola has the following responsibilities:
2. I. Continuously receive technical service requests from Customer or Motorola via telephone.
2.2. Open a Case and gather information from Customer to perform the following:
2.2.1. Characterize the issue
2.2.2. Determine a plan of action
2.2.3. Assign and track the Case to resolution.
2.3. Dispatch a Servicer as required by standard procedures and provide necessary Case information collected
in section 3.2
2.4. Verify with Customer that Restoration is complete or System is functional, if required by Customer's
repair verification preference as set forth in section 3.1. If verification by Customer cannot be completed
within 20 minutes of Restoration, the Case will be closed and the Servicer will be released.
2.5. Ensure the required personnel have access to Customer information as needed.
2.6. Escalate the Case to the appropriate party upon expiration of a Response time.
2.7. Close the Case upon receiving notification from Customer or Servicer, indicating the Case is resolved.
2.8. Notify Customer of Case status via pager or email at the following Case levels as determined in section
3.1:
2.8.1. Open and Close; or
2.8.2. Open, Assigned, Arrival, Deferred, Closed.
2.9. Provide periodic activity reports to Customer.
3.0 Customer has the following responsibilities:
3.1. Provide Motorola with the following pre-defined information prior to service Start Date:
3.1.1. Case notification preferences
3.1.2. Repair verification preference
3.2. Call the SSC provide the following information to the customer support representative: 3.2.1. Assigned System ID number
3.2.2. Problem description and site location
3.2.3. Other pertinent information for Motorola to open a Case.
3.3. Verify with the SSC that Restoration is complete or System is functional, if required by Customer's repair
verification preference stated in section 3.1.
3.4. Complete and submit all required database and escalation procedure forms to be entered and stored at the
System Support Center.
3.5. Submit changes in any information supplied in the Customer Support Plan to the Customer Support
Manager.
3.6. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the Dispatch Service to Customer.
Statement of Work
Technical Support Service
1.0 Description of Services
The Technical Support Operation at Motorola's SSC provides to Customer's technical staff centralized remote
telephone support for technical issues that require a high level of communications systems expetlise or
troubleshooting on the Equipment. The Technical Support Operation is staffed with technologists who
speg~li7g in the diagllosis and resolution of system performance issues. Technical Support Service (i) .~hnll not
include software upgrades that may be required for issue resolution; ami (ii) is only avaihble for those system
types supported and approved by Technical Support Operations, and (iii) is not a~ihble to provide Customer
training via the telephone.
Technical Support is applicable to the following system types: SmartZone v2.0.3 and higher,
SmartZone/OmniLink, E911, Private Data v2.0.3 and higher, and SmartNet The following equipment is not
supported by Technical Support: Micor, DeskTrac Repeater Model gL35SUM7000, MSF 5000 Analog, NCP,
and Darcom.
The terms and conditions of this Statement of Work (SOW) are an integral part of the Motorola Service
Agreement or other applicable Agreement to which it is o_-_oched and made a pa~ thereof by this reference, ff
there are any inconsistencies between the provisions of this SOW and the provisions of the Service or other
applicable Agreement, the provisions of the Agreement glmll pp~-nrai~
2.0 Motorola has the foUowing responsibilities:
2.1. Provide Technical Support Operation availability for all Severity One issues Continuously.
2.2. Respond to requests for the Restoration of failed Systems and to diagnose operation-affecting problems in
accordance with the Response times defined in Table B and Severity Levels defined in Table C in
Appendix 1 at the back of this Statement of Work.
2.3. Advise caller with procedure for determining ally additional requirements for ~ characterization,
Restoration, or known fix for issue resolntio~
2.4. Attempt remote access to System for remote diagnostics, if possible.
2.5. As needed, coordinate with the Servicer or Customer in the field until close of the Case.
2.6. Coordimte technical resolutions with agreed upon third ~ vendor(s), as neede~
2.7. Esc~__l~t_e support issues to Motorola engineering and product groups, if necessary.
2.8. Provide a focal point for any Sys~mic issue and nmn~ge the Systemic issue to resolution.
2.9. Escalate the Case to the ~propriate party upon expiration of a Response time.
2.10. Provide remote assistance, if needed to ~ an Enlmncement Release provided pursuant to the Software
Subscription Agreement.
2.11. Provide Configuration Change Support and Work Flow changes to Systems llmt have dial in capability.
3.0 Customer has the following responsibilities:
3.1. Complete and submit all required da~ase and escalation procedure forms to be entered and stored at the
System Support Center prior to S~art Date.
3.2. Submit changes in any information supplied in the above documents to the Customer Support Manager
prior to the change taking effect.
3.3. Contact the System Support Center in order to access the Technical Support Operation, provide name of
caller, name of Customer, System ID number, Service Agreemem m~mber, site(s) in questions, and brief
description of the problem.
3.4. Supply on-site presence when requested by System Support Center.
3.5. Validate issue resolution prior to close of the Case.
3.6. Allow Motorola remote access to the System.
3.7. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the Technical Support services to Customer.
3.8. Acknowledge that Cases will be lmndled in accordance with the times and priorities as defined in Table B
and C in Appendix 1 at the back of this SOW.
APPENDIX 1
TABLE B - Remote Technical Support Response Times
SEVERITY RESPONSE
Severity 1 Within 1 Hour from receipt of notification
Severity 2* Within 4 Hours from receipt of notification
Severity 3* Within next Business Day
*Standard Business Days
TABLE C-Severity Definitions
Severity Level
Severity 1
Severity 2
Severity 3
Major system failure
33% of System down
33% of Site channels down
Site Environment Alarms (smoke, access, temp, AC Power)
Response is provided Continuously.
Significant System Impairment
Response during Standard Business Day
Parts Questions
Upgrades
Intermittent problems
System problems presently being monitored
Operational and informational questions
Configuration Change Support and Work Flow procedure questions
Response durin~ Standard Business Day.
Technical Support Service
Approved by Motorola Contracts & Compliance 04/09/02
~ge2~2
Statement of Work
MOTOROLA
Network Monitoring Service
1.0 Description of Services
Network Monitoring Service electronically monitors specific elements of the System for Events. When an
Event is detected, it is forwarded to the Motorola System Support Center using system specific monitoring
tools. The System Support Center is staffed with trained technologists, who acknowledge the Event, run
available diagnostic routines, and initiate an appropriate response.
Network Monitoring Service is applicable to the following system types: SmartZone, SmartZone/OmniLink
v2.0.3 and higher, E911, Private Data v2.0.3 and higher with a WNG box, and SmartNet. The following
equipment is not supported by Network Monitoring Service: Private Data systems without a WNG box, Micor,
DeskTrac Repeater; MSF 5000 that are not part ora SmartZone system; MTR 2000; MSR 2000; and NCP Data
Base Stations.
The terms and conditions of this Statement of Work (SOW) are an integral part of the Motorola Service
Agreement or other applicable Agreement to which it is attached and made a part thereof by this reference. If
there are any inconsistencies between the provisions of this SOW and the provisions of the Service or other
applicable Agreement, the provisions of the Agreement shall prevail.
2.0 Motorola has the following responsibilities:
2.8.
2.9.
2.10.
2. I. Recommend and coordinate installation of any needed connectivity or monitoring equipment.
2.2. Provide dedicated 56k frame relay necessary for monitoring SmartZone, SmartZone/OmniLink, and
Private Data system types.
2.3. Verify connections and Event monitoring prior to System Acceptance or Start Date.
2.4. Monitor System Continuously.
2.5. Access the Customer's System to perform remote diagnostics as indicated per Customer in section 3.6.
2.6. Create a Case when action is required.
2.7. Disable and enable System devices as needed for Servicers who go to the Customer's site when
intervention is needed.
Verify service of Event as needed.
Provide activity reports to Customer on Case history.
Provide Performance Reports for SmartZone, SmartZone/OmniLink, and Private Data System types.
3.0 Customer has the following responsibilities:
3.1. Allow Motorola remote access Continuously to obtain System performance data.
3.2. Purchase any connectivity or monitoring equipment as determined by Motorola.
3.3. Cover any installation costs of connectivity or monitoring equipment.
3.4. Notify the System Support Center 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.)
3.5. Allow Servicers access to Equipment (including any connectivity or monitoring equipment) if remote
service is not possible.
3.6. Order and maintain dedicated dial-up phone lines for telephone service for SmartNet and E911 system
types.
3.7. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the Network Monitoring Service to Customer.
Network Management Service
Approved by Motorola Contracts & Compliance 10/03/01
Page 1 of 2
APPENDIX 1
Severity Definitions
Severity Level
Severity 1
Severity 2
Severity 3
Problem Types
Major system failure
33% of System down
33% of Site channels down
Site Environment Alarms (smoke, access, temp, AC Power)
Response is provided Continuously
Significant System Impairment
System problems presently being monitored
Response during Standard Business Day
Pans Questions
Upgrades
Intermittent problems
Response durin~ Standard Business Day.
Network Management Service
Approved by Motorola Contracts & Compliance 10/03/01
Page 2 of 2
MO~ROLA
Statement of Work
Radio Repair
1.0 Description
Radio Repair provides board level service for the Equipment that is specifically named in the applicable Agreement to
which this Statement of Work (SOW) is attached or any of the Agreement's subsequent revisions. Services are performed
at the designated Motorola facility.
In addition to Equipment specifically named in the applicable Agreement to which this Statement of Work is attached,
Radio Repair includes service on standard palm microphones and single mobile control heads provided that they are
required for normal operation of the Equipment and are included at the point of manufacture. Additional mobile control
heads are covered only with purchase of the applicable service option.
Radio Repair excludes repairs to: optional accessories; non-standard mobile microphones; iDEN accessories; iDEN mobile
microphones; portable remote speaker microphones; optional or additional control heads; mobile external speakers; single
and multiple unit portable chargers; batteries; mobile power and antenna cables; mobile antennas; portable antennas, and
power supplies. New Equipment purchases will only be added upon Customer request.
The terms and conditions of this Statement of Work are an integral part of the Motorola Service Agreement or other
applicable Agreement to which it is attached and made a part thereof by this reference. If there are any inconsistencies
between the provisions of the Motorola Service Agreement or other applicable Agreement and this SOW, the provisions of
the Agreement shall prevail.
2.0 Motorola has the following responsibilities: 2.1 Test and Restore the Equipment to Motorola factory specifications.
2.2 Reprogram Equipment to original operating parameters based on the Customer template, if retrievable, or from a
Customer supplied backup diskette. If the Customer template is not usable, a generic template utilizing the latest
Radio Service Software (RSS) version for that Equipment will be used. The Equipment will require additional
programming by the Customer to restore the original template.
2.3 Clean external housing of the Equipment.
2.4 Pay the outbound freight charges for next day shipping.
2.5 Pay the inbound freight charges only if the Customer uses the Motorola designated delivery service.
2.6 Provide Customer with the Motorola repair request form and inventory adjustment form.
2.7 Process inventory adjustment requests received by fax or email from Customer. If the request is received by email,
Motorola will email an acknowledgement to the sender.
2.8 If applicable, notify Customer of changes in Motorola designated inventory adjustment email address or fax number.
3.0 Customer has the following Responsibilities: 3.1 Utilize the Motorola designated delivery service program for inbound shipping.
3.2 Pay freight insurance charges for declared values in excess of $100 on inbound shipments.
3.3 Complete a Motorola repair request form and submit it with each unit of Equipment sent in for service. Mobile
control heads or accessory items sent in must reference the serial number of the main unit.
3.4 If desired, supply Motorola with a 3.5" backup diskette with the Software template or programming in order to assist
in returning the Equipment to original operating parameters. This step must be completed for Equipment that will not
power up. If applicable, record the current flashcode for each radio.
3.5 If Motorola must utilize a generic template to Restore Equipment to operating condition, Customer is responsible for
any programming required to Restore Equipment to desired parameters.
Complete a copy of the Motorola inventory adjustment form (IAF) for Equipment additions or deletions and submit it to
Motorola.
Radio Repair
Approved by Motorola Contracts & Compliance 8/1/01
Page 1 of 1
)MO'rOROLA
Statement of Work
Local Radio Support
1.0 Description of Service
Local Radio Support provides an operational check of Equipment that is specifically named in the
applicable Agreement to which this Statement of Work is attached. An operational check is an analysis
of the Equipment to identify external or internal defects.
If the Equipment has an external defect, or can be Restored without opening the radio case, the
Equipment will be Restored and returned to Customer. If the Equipment has an internal defect, or is
not serviceable without opening the radio case, then the Equipment will require additional service not
described in this Statement of Work.
In addition to Equipment specifically named in the applicable Agreement to which this Statement of
Work is attached, Local Radio Combo Package includes service on standard palm microphones and
single mobile control heads, provided that they are required for normal operation of the two-way
mobile and are included at the point of manufacture.
Local Radio Support excludes repairs to: optional accessories; iDEN accessories; iDEN mobile
microphones; portable remote speaker microphones; optional or additional control heads; mobile
external speakers; single unit portable chargers; batteries, mobile antennas; portable antennas; and
mobile power and antenna cables.
The terms and conditions of this Statement of Work (SOW) are an integral part of the Motorola Service
Agreement or other applicable Agreement to which it is attached and made a part thereof by this
reference. If there are any inconsistencies between the provisions of this SOW and the provisions of
the Service or other applicable Agreement, the provisions of the Agreement shall prevail.
2.0
3.0
Motorola has the following responsibilities:
2.1. Service to be performed at the Servicer facility during Standard Business Days.
2.2. Perform an operational check on Equipment to determine the nature of the problem.
2.3. Remove/reinstall mobile or data Equipment from/to vehicle as needed for servicing.
Customer has the following responsibilities:
3.1. Deliver and pick up Equipment to/from the Servicer facility.
3.2. Inform Servicer of description of problem for Equipment brought in for service.
3.3. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola
to provide the Local Radio Support service to Customer.
Local Radio Support
Approved by Motorola Contracts & Compliance 8/1/01
Page 1 of 1
Statement of Work
Mo'rOROLA
Local Radio Support
OnSite Option
1.0 Description of Service
For the OnSite Option ("Option"), equipment will be picked up from and delivered to the Customer's location
within a 30-mile radius of the Servicer facility. This Option allows for two scheduled pickups per week. This
Option covers Equipment that is specifically named in the applicable Agreement to which this Statement of
Work is attached.
2.0 Motorola has the following responsibilities:
2.1. Use reasonable efforts to pickup and deliver Equipment per the mutually agreed upon Customer location,
days of week, and preferred time. Ifa pick up/delivery cannot occur according to the preferred schedule,
Customer will be contacted prior to the scheduled pick up/delivery, to arrange a mutually agreeable
alternative date and/or time for pick up/delivery.
2.2. Generate service receipt and leave with Customer.
3.0 Customer has the following responsibilities:
3.1. Designate mutually agreeable location for service pickup and delivery, days of week, and preferred time.
3.2. Provide problem description along with Equipment.
Statement of Work
MOTOI~OLA
Infrastructure Repair with Advanced Replacement
1.0 Description of Services
Infrastructure Repair provides repair service to Motorola and select third party Infrastructure as set forth in the
applicable attached Exhibits, all of which are hereby incorporated by this reference. Customer's System type
determines which Exhibit is applicable (i.e. Exhibit A is for SmartZone systems, Exhibit B is for SmartNet
systems). Equipment is serviced down to the component level at the Motorola Infrastructure Depot Operations
("lDO"). At Motorola's discretion, select third party Infrastructure may be sent to the original equipment
manufacturer or third party vendor for repair. If Equipment is no longer supported by the original equipment
manufacturer, Motorola may replace Equipment with a comparable/compatible or like Equipment, when
possible.
When available, Motorola will provide Customer with an Advanced field Replacement unit(s) "FRU(s)" in
exchange for Customer's malfunctioning FRU (s). Non-standard configurations and Customer-modified units
are excluded from this service. Malfunctioning FRU (s) will be evaluated and repaired by Motorola's (IDO) and
returned to IDO FRU inventory upon completion of repair. In cases where Advanced Replacement is not an
option, such as when the Customer requires the exact serial number in order for Equipment to be returned, FRU
may be available on a loaner basis.
The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Terms
and Conditions or other applicable Agreement to which it is attached and made a part thereof by this reference.
2.0 Motorola has the following responsibilities:
2.1. Maintain and provide access to an inventory of FRU, subject to availability, that can be shipped from IDO
to Customer or Servicer upon request as described in 3.1. IDO reserves the right to provide new or
reconditioned units as FRU. The FRU will be of the same kit and version, and will contain similar boards
and chips, as the Customer's malfunctioning FRU(s).
2.2. Program FRU which will be exchanged with Customer's malfunctioning unit to original operating
parameters based on templates provided by Customer. If Customer template is not provided or is not
reasonably usable, a standard default template will be used.
2.3.Properly package and ship FRU from IDO's FRU inventory to Customer specified address.
2.3.1. A FRU is sent next day air (paid by Motorola) via Federal Express Priority Overnight or UPS Red
unless otherwise requested. Shipments outside of the above mentioned carrier programs, such as
NFO (next flight out), are subject to additional charges to be paid by Customer.
2.3.2. Motorola will pay shipping and handling during normal operating hours of Monday through
Friday 7:00am to 7:00pm CST, excluding holidays. Shipments outside standard business hours
are subject to additional shipping and handling charges to be paid by Customer.
2.3.3. When sending the FRU to Customer, provide a return air bill in order for Customer to return the
Customer malfunctioning FRU.
2.4. Receive Equipment from Customer and document its arrival, repair and return. Provide return
authorization numbers when requested as mentioned in 3.1.
2.5. Perform the following service on Motorola Equipment:
2.5.1. Perform an operational check on the Equipment to determine the nature of the problem.
2.5.2. Replace malfunctioning Components with new or reconditioned assemblies.
2.5.3. Verify that Motorola Equipment is returned to Motorola manufactured specifications, as
applicable.
2.5.4. Perform a Box Unit Test on all serviced Equipment.
2.5.5. Perform a System Test on select Equipment.
2.6. Provide the following service on select third party Infrastructure:
2.6.1. Perform pre-diagnostic and repair services to confirm Equipment malfunction and eliminate
sending Equipment with no trouble found (NTF) to third party vendor for repair, when applicable.
Infrastructure Repair with Advanced Replacement (cont.)
3.0
MOTOROLA
2.6.2. Ship Equipment to the original equipment manufacturer or third party vendor for repair service.
2.6.3. Coordinate and track Equipment sent to the original equipment manufacturer or third party vendor
for service.
2.6.4. Perform a post-test to confirm malfunction Equipment has been repaired and functions properly in
a Motorola System configuration, when applicable.
2.7. Reprogram Equipment to original operating parameters based on templates provided by Customer per
Section 3.3. If Customer template is not provided or is not reasonably usable, a standard default template
will be used. If IDO determines that the malfunctioning Equipment is due to a Software defect, lDO
reserves the right to reload Equipment with a similar Software version. Enhancement Release (s), if
needed, are subject to additional charges to be paid by Customer unless the Customer has a Motorola
Software Subscription Agreement.
2.8. Properly package and return ship (Motorola will pay return shipping charges) Equipment to the Customer
specified address or if Customer FRU was exchanged with an lDO FRU, return Customer's FRU(s) to
IDO's FRU inventory upon completion of repair.
Customer has the following responsibilities:
3.1. Contact the Motorola System Support Center (SSC) and request an advanced FRU exchange or a return
authorization number (for all other repairs) prior to shipping malfunctioning Equipment or third party
Infrastructure named in the applicable attached Exhibit. The initial call to the SSC may be from Servicer
if, pursuant to a Statement of Work or other applicable Agreement, Servicer is acting on Customer's
behalf.
3.1.1. Provide model description, model number, serial number, type of System and Firmware version,
symptom of problem and address of site location for FRU or Equipment.
3.1.2. Indicate if the Equipment or third party Infrastructure being sent in for service was subjected to
physical damage or lightning damage. Follow Motorola instructions regarding inclusion or
removal of Firmware and Software applications from Equipment being sent in for service.
3.1.3. Provide Customer purchase order number to secure payment for any cost as set forth in paragraph
2.3.1, 2.3.2., 2.7 or 3.2
3.2. Upon receipt of the FRU from IDO's FRU inventory, properly package Customer's malfunctioning
Equipment and ship the malfunctioning Equipment to IDO within five (5) days for evaluation and repair as
set forth in 2.4. Customer must send the return air bill, referenced in 2.3.3 above back to lDO in order to
ensure proper tracking of the return. Customer will be subject to a replacement fee for FRU not properly
returned. For Equipment and/or third party Infrastructure repairs that are not exchanged in advance,
properly package Equipment and ship the malfunctioning FRU (freight prepaid by Customer) to Motorola.
Clearly print the return authorization number on the outside of the packaging. Customer is responsible for
properly packaging the Customer FRU or IDO FRU to ensure that the shipped Equipment arrives un-
damaged and still in repairable condition.
3.3. Maintain templates of Software/applications and Firmware for reloading of Equipment as set forth in
paragraph 2.2 and 2.7.
3.4. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the Infrastructure Repair with Advanced Replacement services to Customer.
In addition to any exclusions named in Section 5 of the Service Terms and Conditions or in any other
underlying Agreement to which this SOW is attached, the following items are excluded from Infrastructure
Repair with Advanced Replacement:
1. All Equipment over seven (7) years from product cancellation date.
2. Physically damaged Equipment.
3. Third party equipment not shipped by Motorola with the original System.
4. Consumable items including but not limited to batteries, connectors, cables, tone/ink cartridges.
5. Test Equipment.
6. Racks, furniture and cabinets.
7. Firmware and/or Software upgrades.
Infrastructure Repair with Advanced Replacement
Approved by Motorola Contracts & Compliance 09/19/02
Page 2 of 2
Base Station(s) and Repeater(s)
Central Electronics Bank(s)
Channel Bank(s)
Computer(s)
Controller(s) -Thinking
Dictaphones and Recording
Equipment
Digital Interface Unit(s)
Digital Signaling Modem(s)
Digital Voice Modem(s)
Embassy Switch
Management Terminals
MBEX(s) or NOVA Interconnect
Microwave Equipment
Monitor(s)
Moscad
Network Fault Management
Printer(s)
Excludes aH Equipment such as bi-directional amplifiers, multicouplers, combiners,
tower top pre-amplifiers, antenna.% cables, towers, tower lighting, and transmission lines.
Includes: (~mntar, Quantro, Digital MSF5000 and MTR2000 ONLY.
Includes Logging Recorder Interface and Network Hub
Includes Pgemisys and Telco. Excludes Siemens
Includes Spectratac~ Digitac, and AstrOtac Comparators.
Includes computers (Pentium I, II, IIL IV) directly interface with or control the
comm~mications System, including Sitcl~ns and Systemwatch II. Includes keyboards,
mice and trackball~ Excludes laptop computers and all 286, 386, 486 computers.
Excludes defective or phosphor-bmod cathode ray tubes CRT(s) and burned-in fiat
panel display image reteniion.
Includes consoles (Centracom 1I, Centracom Gold Classic, Centmcom Gold Elite) as part
of complete communication system - ONLY. Includes headset jacks, dual footswitches,
and gooseneck microphones. Excludes Centracom I.
Includes SmartNet II Prime and Remote Controllers. Excludes SSMT and SCMS
controllers.
Exclndes aH types and models.
Included
Refer to the IDO Support matrix for Model exclusions
Refer to the lDO Support matrix for Model exclusions
Includes AEB, AIMI, ZAMBI
Includes computers (Pentinm I. II, m, IV) directly interface with or control the
communications System, inclt~ing SiteLens and Systemwatch II. Excludes laptop
computers and aH 286, 386, 486 computers.
Included
Excluded from service agreement but may be repaired on an above contract, Time aM
Material basis. All equipment must be shipped to IDO. Excludes any on-site services.
Includes aH monitors connected to computers that directly interface with or control the
communications System. Includes flat panel displays and touch screen monitors.
Excludes defective or phosphor-burned cathode ray tubes CRT(s) and burned-in fiat
panel display image retentior~
Only NFM (Network Fault Management), as part of Communication System only.
Standalone MOSCAD must be quoted separately. Excludes System Control and Data
Acquisition (SCADA) and Fire alarming systems.
Includes Full Vision. Excludes N-MC
Includes printers that directly interface with the communications System.
RAS(s) Excludes RAS 1100, 1101 and 1102
Receiver(s) Includes Qhmmar and MTR2000, ASTRO-TAC Receivers.
Simulcast Distnlmtion Included
Amplifier(s)
Site Frequenc~ Smudard(s)
Universal Simnlcast Controller
Includes Rubidium, GPS and Netclocks systems sold with the Motorola System.
Included
UPS Systems. Excluded from service agreements but may be repaired on an above contract, Time and
Material basis. All UPS systems must be shipped to lDO for repair. Excludes any on-site
services. Excludes aH batteries.
Zone Manager Excludes HP715/33, lip 715/50 servers. Excludes x-terminals NDS 14C and NDS 17C
Zone Controller(s)
Includes console terminals. Excludes ALL Sun/IMP hard drives except TLN3495A 0820
1 GB drive. Excludes the following SUN/IMP CPUSET's: TLN3278B 0406, TLN3343A
0424 and TLN3278A 0181/0389.
InfrastmcUn~ Repair with Advanced Replacement
Approved by Motorola Contracts & Compliance 09/19/02
Statement of Work
OnSite Infrastructure Response - Premier Option
1.0 Description of Service
OnSite Infrasmgage Response provides for on-site technician Response as determined by preqtefined
severity levels set forth in Table C and Response times set forth in Table A-1 in order to Restore the System.
The teams and conditions of this Statement of Work (SOW) are an integral prat of the Motorola Service
Agreement or other applicable Agreement to which it is anached and made a part thereof by this reference.
ff there are any inconsistencies between the provisions of this SOW and the pglyvisions of the Service or
other applicable Agreement, the provisions of the Agreement shall prevail.
2.0
Motorola has the following responm~ilities:
2.1 ffMotorola is providing Technical Support service (via an additional Statement of Work) in addition
to this OnSite Infra.,a~acture Response serdce, Motorola wffi first respond in accordance with
Technical Support service Statement of Work and Table B herein, unless required to Respond
otherwise in the Comm~mications System Agreement or other applicable Agreement. fi, in the
performance of the Technical Support responsibilities, Motorola determines that an on-site technician
is necessary, dispatch will occur promptly after such determination is made and on-site response will
occur in accordance with Table A-2.
2.2 ff Motorola is not providing Technical Support but only providing OnSite Infrastructure Response,
Motorola will respond in accordance with this Statement of Work and Tables A-1 and C.
2.3 Perform diagnostics on the Component/Field Replaceable Unit (FRLD/assembly
2.4 Restore the System by replacing defective Component/FRU/assembly:
2.4.1 FRU and assembly will be provided by Cnstomer.
2.5 Provide materials, tools, documentation, physical planning manuals, diagnostic and test equipment
necessary to perform the Maintemmce service.
3.0
Customer has the following responsibilities:
3.1 Establi~ ami maintain a suitable environment (heat, light, and power) for the Equipment locatien and
provide the Senricer full, free, and safe access to the Equipment so that the Servicer may provide
services. All sites ~qhall be accessible by standard sendce vehicles.
3.2 Supply FRU or assembly as needed in order for Motorola to Restore the System as set forth in
paragraph 2.4.1
3.3 Maintain and store any and all Software needed to Restore the System.
3.4 Cooperate with Motorola and perform all acts that are reasonable or neck_tory to enable Motorola to
provide the OnSite Infrastructure Response services to Customer.
Table A-I - OnSite Response Times
Severity Level Response Time
Severity 1 Within 2 hours from receipt of notification
Severity 2* Within 4 hours from receipt of notification*
Severity 3* Within 24 hours from receipt of notification*
Page 1 of 2
Table A-2- OnSite Response Times with Remote Technical Support Response Times
Severity 1 Within I hour from receipt of request for Technical Suppork On-site
within 2 hours from time of dispatck
Severity 2* Within I hour from receipt of request for Technical Support On-site
within 4 hours* from time of dispatch*
Severity 3* WJlhin next Buginess Day from receipt of request for Technical
Support*. On-site wilhin 24 hours from time of dispatch*
*Denotes that these response times are applicable only during Slandard Business Day. Severity 1 Response
Times are applicable Continuously.
Table B- Remote Technical Support Response Times
Severity 1 Within 1 Hour from receipt of notification
Severit~ 2* Within 4 Hours from receipt of notification
Severit)' 3* Within next Business Day
* Denotes that these response times ate applicable only during Standard Business Day. Severity 1
Response Times are applicable Continuously.
Table C -Severity l~t'mitio~s
Severity 1 Major system failure
33% of System down
33% of Site channels down
Site Environment Alarms (smoke, access, temp, A/C Power)
Response is provided Continuously
Severity 2 Significant System hnpaitment
Response is provided Standard Business Day
Severity 3 Parts Questions
Upgrades
Intermittent problems
System problems presently being monitored
Operational and inform~onal questions
Configuration Change Support and Work Flow procedure questions
Response is provided Standard Business Day.
OnSite Infrastru~ Response - Premier Option
Approved by Motorola Contracts & Compliance: 04/03/02
Page 2 of 2
Statement of Work
SP- OnSite Microwave Response - Premier Option
1.0
Description of Service
OnSite Microwave Response provides for on-site technician Response as determined by pre-defined severity
levels set forth in Table C and Response times set forth in Table A-1 in order to Restore the System.
The terms and conditions of this Statement of Work (SOW) are an integral part of the Motorola Service
Agreement or other applicable Agreement to which it is attached and made a part thereof by this reference.
If there are any inconsistencies between the provisions of this SOW and the provisions of the Service or
other applicable Agreement, the provisions of the Agreement shall prevail.
2.0
Motorola has the following responsibilities:
2.1 If Motorola is providing Technical Support service (via an additional Statement of Work) in addition
to this OnSite Microwave Response service, Motorola will first respond in accordance with Technical
Support service Statement of Work and Table B herein, unless required to Respond otherwise in the
Communications System Agreement or other applicable Agreement. If, in the performance of the
Technical Support responsibilities, Motorola determines that an on-site technician is necessary,
dispatch will occur promptly after such determination is made and on-site response will occur in
accordance with Table A-2.
2.2 If Motorola is not providing Technical Support but only providing OnSite Microwave Response,
Motorola will respond in accordance with this Statement of Work and Tables A-1 and C.
2.3 Perform diagnostics on the Component/Field Replaceable Unit (FRU)/assembly
2.4 Restore the System by replacing defective Component/FRU/assembly:
2.4.1 FRU and assembly will be provided by Customer.
2.5 Provide materials, tools, documentation, physical planning manuals, diagnostic and test equipment
necessary to perform the Maintenance service.
3.0
Customer has the following responsibilities:
3.1 Establish and maintain a suitable environment (heat, light, and power) for the Equipment location and
provide the Servicer full, free, and safe access to the Equipment so that the Servicer may provide
services. All sites shall be accessible by standard service vehicles.
3.2 Supply FRU or assembly as needed in order for Motorola to Restore the System as set forth in
paragraph 2.4.1
3.3 Maintain and store any and all Software needed to Restore the System.
3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the OnSite Infrastructure Response services to Customer.
Table A-1 - OnSite Response Times
Severity Level Response Time
Severity 1 Within 2 hours from receipt of notification
Severity 2* Within 4 hours from receipt of notification*
Severity 3' Within 24 hours from receipt of notification*
OnSite Infrastructure Response - Premier Option
Approved by Motorola Contracts & Compliance: 04/03/02
Page 1 of 2
Table A-2 - OnSite Response Times with Remote Technical Support Response Times
Severity Level Response Time
Severity 1 Within 1 hour from receipt of request for Technical Support. On-site
within 2 hours from time of dispatch.
Severity 2* Within 1 hour from receipt of request for Technical Support. On-site
within 4 hours* from time of dispatch*
Severity 3* Within next Business Day from receipt of request for Technical
Support*. On-site within 24 hours from time of dispatch*
*Denotes that these response times are applicable only during Standard Business Day. Severity 1 Response
Times are applicable Continuously.
Table B - Remote Technical Support Response Times
Severity Response
Severity 1 Within 1 Hour from receipt of notification
Severity 2* Within 4 Hours from receipt of notification
Severity 3* Within next Business Day
* Denotes that these response times are applicable only during Standard Business Day. Severity 1
Response Times are applicable Continuously.
Table C -Severity Definitions
Severity Level Problem Types
Severity 1 Major system failure
33% of System down
33% of Site channels down
Site Environment Alarms (smoke, access, temp, A/C Power)
Response is provided Continuously
Severity 2 Significant System Impairment
Response is provided Standard Business Day
Severity 3 Parts Questions
Upgrades
Intermittent problems
System problems presently being monitored
Operational and informational questions
Configuration Change Support and Work Flow procedure questions
Response is provided Standard Business Day.
OnSite Infrastructure Response - Premier Option
Approved by Motorola Contracts & Compliance: 04/03/02
Page 2 of 2
Statement of Work
SP- Software Subscription Agreement
1.0 Description of Service
Motorola provides Software releases by means of a Software Subscription Agreement ("SSA").
As more thoroughly discussed in the SSA, Motorola will provide to Customer periodic bulletins
which announce and explain available Enhancement Releases and Core Releases for Motorola
Software for use with upgrade-capable Motorola Equipment covered by the SSA.
2.0
Motorola has the following responsibilities:
2.1 Provide to Customer bulletins announcing Enhancement Releases and Core Releases.
2.2 Provide to Customer available Enhancements Releases and Core Releases as ordered by
Customer. If Customer orders a new Enhancement Release or Core Release, provide
those Standard Features included in the release which apply to Customer's existing
system components.
3.0
Customer has the following responsibilities:
3.1 Customer must contact its Motorola representative to order an available Enhancement
Release or Core Release.
3.2 Pay any charges associated with additional engineering or hardware required for each
Enhancement Release or Core Release that Customer chooses to order and install.
Additional engineering may be required if Customer's System has specially developed
options.
3.3 Use the Software and releases in accordance with the terms of the Motorola software
license agreement executed by Customer, or Motorola's standard software license terms
if no license was signed.
3.4 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the Software Subscription Agreement services to Customer.