R12-0561
2
s
4
6
7
i�
9
10
11
12
13
14
1 5
1�
1�
RESOLUTION NO. R12- 056
A RESOLUTION OF THE CITY COMMISSION OF
THE CITY OF BOYNTON BEACH, FLORIDA,
APPROVING A SERVICE AGREEMENT BETWEEN
THE CITY OF BOYNTON BEACH AND MOTOROLA,
INC., PROVIDING FOR THE CONTINUED
MAINTENANCE AND REPAIR OF THE CITY'S
RADIO TELECOMMUNICATIONS SYSTEMS FOR A
TWELVE (12) MONTH PERIOD, IN THE AMOUNT OF
$107,775.24; AUTHORIZING THE INTERIM CITY
MANAGER TO EXECUTE THE AGREEMENT; AND
PROVIDING AN EFFECTIVE DATE.
WHEREAS, the City Commission of the City of Boynton Beach, Florida, upon the
1$ recommendation of staff, deems it to be in the best interests of the City residents to enter
�9 into a Service Agreement with Motorola, Inc., for the continued maintenance and repair of
�0 the City's radio telecommunication systems for a twelve (12) month period;
21
I'
2�
I�
if
ii
�
�d
NOW, THEREFORE, BE IT RESOLVED BY THE CITY COMMISSION OF
THE CITY OF BOYNTON BEACH, FLORIDA, THAT:
Section 1. The foregoing "Whereas" clauses are hereby ratified and confirmed as
being true and correct and are hereby made a specific part of this Resolution upon adoption
hereof.
Section 2.
The City Commission of the City of Boynton Beach, Florida hereby
approves the Service Agreement for the maintenance of the radio system between the City of '
Boynton Beach and Motorola, Inc. for a twelve (12) month period in the amount of
$107,775.24.
Section 3. The Interim City Manager is authorized to execute the Service
Agreement, a copy of which Agreement is attached hereto as Exhibit "A."
Document in Windows Internet Explorer
V
1 Section 4. This Resolution shall become effective immediately upon passage.
2 PASSED AND ADOPTED this 3 day of July, 2012.
3 CITY OF BOYNTON BEACH, FLORIDA
4
5
6
7
9
10
11
12
13
14
15
1�6
1�
18 ATTEST:
1'9
211
42 Jan M. Prainito, MMC
9y Clerk
2
9
S
i
• i
Document in Windows Internet Explorer
r f c G'�
.1 /�Cornm t iss e�ne / r —Steen olzman
Commissioner — Marlene Ross
- R la-DEG
0 M070H OLA SOLUTIONS SERVICES AGREEMENT
Attn: Natfonai Service Supporfl4th H
Contract Number: S00001000428
1301 East Algonquin Road
Contract Modifier. RN29- APR -12 15:13:20
(800) 247 -2346
FL
Date: 04/30/2012
N
Company Name: Boynton Beach, City Of
Required P.O.: No
Attn:
Customer # : 1000303040
Billing Address: 100 E Boynton Beach Blvd
Bill to Tag #: 0001
City, State, Zip: Boynton Beach,FL,33435
Contract Start Date: 10/01/2012
Customer Contact
Contract End Date: 09/30/2013
Phone:
Anniversary Day: Sep 30th
IL
Payment Cycle: QUARTERLY
RG
PO #:
QTY MODEUOPTION SERVICES DESCRIPTION MONTHLY EXTENDED
SCHAUMBU
EXT AMT
` Total Services
$8,981.27 $107,775.24
SPECIAL INSTRUCTIONS - ATTACH
Subtotal - Recurring Services
STATEMENT OF WORK FOR PERFORIIANCE DESCMPM118
Subtotal -One -Time Event
CONTROL COMMUNICATIONS
Services
E FL
Total $8,981.27 $107,775.24
DAVIE
Taxes
MAINTENANCE CONTRACT INCLUDES THE
FOLLOWING SERVICE PRODUCTS: I
Grand Total $8,981.27 $107,775.24
DISPATCHING, TECHNICAL SUPPORT,
THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING
NETWORK MONITORING, INFRASTRUCTURE
JUMOICTIONS WHERE APPLICABLE, TO BE VERIFIED BY MOTOROLA.
REPAIR, ON SITE INFRASTRUCTURE
DAVIE
RESPONSE, AND LOCAL RADIO COMBO
CONTROL COMMUNICATIONS
PACKAGE
FL
Subcontractors)
City
State
MOTOROLA SOUTH FLORIDA FSO
PLANTATIO
FL
N
MOTOROLA SYSTEM SUPPORT CENTER
ELGIN
1L
MOTOROLA SYSTEM SUPPORT
SCHAUMBU
IL
CENTER- NETWORK MGMT D0067
RG
MOTOROLA SYSTEM SUPPORT CTR -CALL
SCHAUMBU
IL
CENTER D0066
RG
MOTOROLA SYSTEM
SCHAUMBU
IL
SUPPORT - TECHNICAL SUPPORT D0068
RG
CONTROL COMMUNICATIONS
DAVIE
FL
CONTROL COMMUNICATIONS
DAVIE
E FL
CONTROL COMMUNICATIONS
DAVIE
FL
CONTROL COMMUNICATIONS
DAVIE
FL
CONTROL COMMUNICATIONS
DAVIE
FL
CONTROL COMMUNICATIONS
DAVIE
FL
CONTROL COMMUNICATIONS
DAVIE
FL
CONTROL COMMUNICATIONS
J DAVIE
FL
CONTROL COMMUNICATIONS
DAVIE
FL
I received Statements of Work that describe the services provided on this Agreement. Motorola's Service Terms
and Conditions, a copy of which Is attached to this Service Agreement, Is Incorporated herein by this refen mce_
1
AUTHORIZED CUSTOMER SIGNATURE TITLE DATE
CUST ER (PRINT NAME)
A4)kkx , n
MOTOROLA REPRESENTATIVE(SIG TURE)
TITLE
4 - ,3D
DATE
Cindee Markes
MOTOROLA REPRESENTATIVE(PRINT NAME)
Company Name:
Boynton Beach, City Of
Contract Number:
S00001000428
Contract Modifier
RN29 -APR- 1215:13:20
Contract Start Date:
10/0112012
Contract End Date:
09130/2013
954 - 723 -4718
PHONE
2
Customer: Boynton Beach. Citv of
Contract #: S00001000428
Effective: 10/1 /2012
gft Eauloment Descriiotion
5 Quantar Repeaters
5 Gold Elite Consoles
12 XTL2500 Control Stations
5 RCN Digital Remote
1 Moscad (1 PC, 1 Laptop, 1 RTU)
1 Microwave/ Fiber Link tied into County's Microwave System
10 XTS1500 Fire Department
60 XTS2500
185 XTS5000
71 Astro Spectra Mobiles (Best Effort Support)
73 XTL2500
36 XTL5000
12 Astro Spectra Consolettes
2 XTL5000 Consolettes
1 GenWatch Hardware Support Only included
System Doscriotion
1 Prime Site
1 Dispatch Center
5 Channels
Service Terms and Conditions
Motorola Solutions, Inc., through its Commercial, Government, and Industrial Solutions Sector
( "Motorola"), and the customer named in this Agreement (' CustomeP), hereby agree as follows:
Section 1 APPLICABILITY
These Service Terms and Conditions apply to service contracts whereby Motorola agrees to provide to
Customer either (1) maintenance, support and/or other services under a Motorola Service Agreement, or
(2) installation services under a Motorola Installation Agreement.
Section 2 DEFINITIONS AND INTERPRETATION
2.1. "Agreement' means these Service Terris; and Conditions; the cover page for the Service
Agreement or the Installation Agreement, as applicable; and any other attachments, all of which are
incorporated herein by this reference. 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 attachments, unless the cover page or attachment spec HIcally states otherwise.
2.2. "Equipment" means the equipment that Is specified in the attachments or is subsequently added
to this Agreement.
2.3. "Services' means those installation, maintenance, support, training, and other services described
In this Agreement.
Section 3 ACCEPTANCE
Customer accepts these Service Terms and Conditions and agrees to pay the prices set forth in the
Agreement This Agreement wilt become binding only when accepted in writing by Motorola. The term of
this Agreement will begin on the 'Start Date" indicated in this Agreement.
Section 4 SCOPE OF SERVICES
4.1. Motorola will provide the Services described in this Agreement or in a more detailed statement of
work or other document attached to this Agreement At Customer's request, Motorola may also provide
additional services at Motorola's then-applicable rates for such services.
4.2. If Motorola is providing Services for Equipment, Motorola parts or parts of equal quality will be
used; the Equipment will be serviced at levels sat forth in the manufacturer's product manuals; and
routine service procedures that are prescribed by Motorola will be followed.
4.3. If Customer purchases from Motorola additional equipment that becomes part of the same
system as the initial Equipmerrt, 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 request by Motorola, Customer wi# provide a complete serial
and model number list of the Equipment Customer inset promptly notify Motorola in writing when any
Equipment is lost, damaged, stolen or taken out of service. Customers obligation to pay Service fees for
such Equipment will terminate at the end of the month In which Motorola receives such written notice.
4.5. Customer must specika#y identify any Equipment that is labeled intrinsically safe for use in
hazardous environments.
4.6. If Equipment cannot, in Motorola's reasonable opinion, be properly or economically serviced for
any reason, Motorola may modify the scope of Services related to such Equipment; remove such
Equipment from the Agreement: or increase the price to Service such Equipment
4.7. Customer must promptly notify Motorola of any Equipment failure. Motorola will respond to
Customer's notification in a manner consistent with the level of Service purchased as indicated in this
Agreement.
Section 5 EXCLUDED SERVICES
5.1. Service excludes the repair or replacement of Equipment that has become defective or damaged
from use in other than the normal, customary, intended, and authorized manner, use not in compliance
with applicable Industry standards; excessive wear and tear, or accident, liquids, power surges, neglect,
acts of God or other force majeure events.
5.2. Unless specifically included In this Agreement, Service excludes items that are consumed In the
normal operation of the Equipment, such as batteries or magnetic tapes.; upgrading or reprogramming
Equipment; accessories, belt dips, battery chargers, custom or special products, modified units, or
software; and repair or maintenance of any transmission line, antenna, microwave equipment, tower or
tower lighting, duplexer, combiner, or multicoupier. Motorola has no obligations for any transmission
medium, such as telephone lines, computer networks, the Internet or the worldwide web, or for Equipment
malfunction caused by such transmission medium.
Section 6 TIME AND PLACE OF SERVICE
Service will be provided at the location specified in this Agreement. When Motorola performs service at
Customer's location, Customer will provide Motorola, at no charge, a non- hazardous work environment
with adequate shelter, heat, light, and power and with full and free access to the Equipment. Waivers of
liability from Motorola or Its subcontractors will not be Imposed as a site access requirement Customer
Will provide all information pertaining to the hardware and software elements of any system with which the
Equipment is interfacing so that Motorola may perform its Services. Unless otherwise stated in this
Agreement, the hours of Service *Nil be 8:30 a.m. to 4:30 p.m., local time, excluding weekends and
holidays. Unless otherwise stated in this Agreement, the price for the Services exclude any charges or
expenses associated with helicopter or other unusual access requirements; if these charges or expenses
are reasonably incurred by Motorola in rendering the Services, Customer agrees to reimburse Motorola
for such charges and expenses.
Section 7 CUSTOMER CONTACT
Customer will provide Motorola with designated points of pct (list of names and phone numbers) that
wilt be available twenty -four (24) hours per day, seven (7) days per week, and an escalation procedure to
enable Customer's personnel to maintain contact, as needed, with Motorola.
Section 8 PAYMENT
Unless alternative payment terms are specifically stated in this Agreement, Motorola will invoice
Customer in advance for each payment period. AN other charges will be billed monthly, and Customer
must pay each invoice in U.S. dollars within twenty (20) days of the invoice date. Customer agrees to
reimburse Motorola for all property taxes, sales and use taxes, excise taxes, and other taxes or
assessments levied as a result of Services rendered under this Agreement (except income, profit, and
franchise taxes of Motorola) by any governmental entity.
5
Section 9 WARRANTY
Motorola warrants that its Services under this Agreement will be free of defects in materials and
workmanship for a period of ninety (90) days from the date the performance of the Services are
completed. In the event of a breach of this warranty, Customer's sole remedy is to require Motorola to re-
perform the non - conforming Service or to refund, on a pro -rata basis, the fees paid for the non-
conforming Service. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED,
INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
PARTICULAR PURPOSE.
Section 10 DEFAULT/TERMINATION
10.1. If either party defaults in the performance of this Agreement, the other party will give to the non-
performing party a written and detailed notice of the default. The non - performing party will have thirty
(30) days thereafter to provide a written plan to cure the default that Is acceptable to the other party and
begin implementing the cure plan immediately after plan approval. If the non - performing party fails to
provide or implement the cure plan, then the Injured party, 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 the defaulting party.
10.2. Any termination of this Agreement will not relieve either party of obligations previously Incurred
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 termination of
this Agreement. Upon the effective date of termination, Motorola will have no further obligation to provide
Services.
Section 11 LIMITATION OF LIABILITY
This limitation of liability provision shag apply notwithstanding any contrary provision in this Agreement.
Except for personal injury or death, Motorola's total liability, whether for breach of contract, warranty,
negligence, strict liability in tort, or otherwise, will be lirnbted to the direct damages recoverable under law,
but not to exceed the price of twelve (12) months of Service provided under this Agreement. ALTHOUGH
THE PARTIES ACKNOWLEDGE THE POSSIBILITY OF SUCH LOSSES OR DAMAGES, THEY AGREE
THAT MOTOROLA WILL NOT BE LIABLE FOR ANY COMMERCIAL LOSS; INCONVENIENCE; LOSS
OF USE, TIME, DATA, GOOD WILL, REVENUES, PROFITS OR SAVINGS; OR OTHER SPECIAL,
INCIDENTAL, INDIRECT. OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO OR ARISING
FROM THIS AGREEMENT OR THE PERFORMANCE OF SERVICES BY MOTOROLA PURSUANT TO
THIS AGREEMENT. No action for breach of this Agreerniant or otherwise relating to the transactions
contemplated by this Agreement may be brought more than one (1) year after the accrual of such cause
of action, except for money due upon an open account. This Wr*stion of liability will survive the
expiration or termination of this Agreement.
Section 12 EXCLUSIVE TERMS ARID CONDITIONS
12.1. This Agreement supersedes all prior and concurrent and understandings between
the parties, whether written or oral, related to the Services, and tune are no agreements or
representations concerning the subject matter of this A,, ,;, v, ;o 1 except for those expressed herein. The
Agreement may not be amended or modified except by a written agreement signed by authorized
representatives of both parties.
12.2. Customer agrees to reference this Agreement on arry puke order issued in furtherance of this
Agreement, however, an omission of the reference to this shall not affect its applicability. to
no event shall either party be bound by any terms contained In a Customer purchase order,
acknowledgement, or other writings unless: (I) such purchase order, acknowledgement, or other writings
specifically refer to this Agreement; (0) clearly ireicfte the intention of both parties to override and modify
A
this Agreement; and (iii) such purchase order, acknowledgement, or other writings are signed by
authorized representatives of moth parties
Section 13 PROPRIETARY INFORMATION; CONFIDENTIALITY; INTELLECTUAL PROPERTY
RIGHTS
13.1. Any information or data in the form of specifications, drawings, reprints, technical Information or
otherwise furnished to Customer under this Agreement wif! remain Motorola's property, will be deemed
proprietary, will be kept confidential, and will be promptly returned at Motorola's request. Customer may
not disclose, without Motorola's 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 obligations set forth in this Section will survive the expiration 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 Customer to Motorola will be deemed secret or confidential. Motorola will
have no obligation to provide Customer with access to its confidential and proprietary information,
Including cost and pricing data.
13.3. This Agreement does not grant directly or by implication, estoppel, or otherwise, any ownership
right or license under any Motorola patent, copyright, trade secret, or other intellectual property including
any intellectual property created as a result of or related to the Equipment sold or Services performed
under this Agreement.
Section 14 FCC LICENSES AND OTHER AUTHORIZATIONS
Customer is solely responsible for obtaining licenses or other authorizations required by the Federal
Communications Commission or any other federal, state, or local government agency and for complying
with all rules and regulations required by such agencies. Neither Motorola nor any of its employees is an
agent or representative of Customer in any governmental matters.
Section 15 COVENANT NOT TO EMPLOY
During the term of this Agreement and continuing for a period of two (2) years thereafter, Customer will
not hire, engage on contract, solicit the employment of, or recommend employment to any third party of
any employee of Nbtoola or its subcontrachxs without the prior written authorization of Motorola. This
provision applies only to those employees of Motorola or its subcontractors who are responsible for
rendering services under this Agreement. if this provision is found to be overly broad under applicable
law, it shall be modified as necessary to conform to such law.
Section 16 MATERIALS, TOOLS AND EQUIPMENT
All tools. equipment, dies, gauges, models, drawings or other materials paid for or furnished by Motorola
for the purpose of this Agreement will be and remain the sole property of Motorola. Customer will
safeguard all such property while it is in Customer's custody or control, be Gable for any loss or damage
to such property, and return it to Motorola upon request. Such property wS be halo by Customer for
Motorola's use without charge and may be removed from Customer's premises by Motorola at any time
without restriction.
Section 17 GENERAL TERMS
17.1. if any court renders any portion of the Agreement unerdorceable, the remaining terms will
continue in futl foroe and effect.
7
17.2. This Agreement and the rights and duties of the parties will be governed and interpreted in
accordance with the laws of the State in which the Services are performed.
17.3. Failure to exercise any right will not operate as a waiver of that right, power, or privilege.
17.4. Neither party is liable for delays or lack of performance resulting from 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 Agreement.
17.6. THIS AGREEMENT WILL RENEW, FOR AN ADDITIONAL ONE (1) YEAR TERM, ON EVERY
ANNIVERSARY OF THE START DATE UNLESS EITHER THE COVER PAGE SPECIFICALLY STATES
A TERMINATION DATE OR ONE PARTY NOTIFIES THE OTHER IN WRITING OF ITS INTENTION TO
DISCONTINUE THE AGREEMENT NOT LESS THAN THIRTY (30) DAYS OF THAT ANNIVERSARY
DATE. At the anniversary date, Motorola may adjust the price of the Services to retied Its current rates.
In the event of a price adjustment, the City shall have the right to cancel the Agreement by providing
written notice to Motorola.
17.7. If Motorola provides Services after the termination or expiration of this Agreement, the terms and
conditions in effect at the time of the termination or expiration will apply to those Services and Customer
agrees to pay for such services on a time and materials basis at Motorola's then effective hourly rates.
8
0 MOTOROLA SOLUTIONS
Statement of Work
Network Monitoring, 4nSite Infrastructure Response and Dispatch Service
Motorola will provide Network Monitoring, Dispatch Service and OnSite Infrastructure Response services to the
Customer. These services are applicable only for the following system types: ASTROO, ASTROV 25, ARC 4000,
SmartZone® /OmniLinke v2.0.3 and higher, SmartNet@, Private Data (with a wireless network gateway) v2.0.3 and
higher, and Harmony® Wireless Communications System. The terms of this Statement of Work (SOW) are an integral
part of the Motorola Service Terms and Conditions or other applicable Agreement(s) with the Customer to which this
SOW is appended and made a part thereof by this reference.
1.0 Description of Services
Network Monitoring is a service designed to electronically monitor Elements of a Communication System for Events, as
set forth in the Monitored Elements Table. When the Motorola System Support Center (SSC) detects an Event, trained
technologists acknowledge and remotely diagnose the Event and initiate an appropriate response per the customer
profile. Appropriate responses could include, but are not limited to, continuing to monitor the Event for further
development transferring the Event to Technical Support, or opening a Case for dispatch of a Servicer. If dispatched, the
Servicer will respond at the Customer location based on pre - defined Severity Levels set forth in the Severity Definitions
Table and Response times set forth in the On -Site Response Time Table in order to Restore the System.
Motorola will provide Case management as set forth herein. The SSC maintains contact with the on -site Servicer until
System Restoral occurs and Can is closed. The SSC will continuously track and manage Case activity from open to
close through an automated Case tracking process.
2.0 Motorola Responsibilities:
2.1 Provide dedicated Connectivity through a private network connection necessary for monitoring ASTRO
and ASTR025, SmartZone/ OmniLink, Private Data, and Harmony Wireless Communications network
types.The Connectivity Matrix set forth in Appendix 1, further describes the Connectivity options.
2.2 If determined necessary by Motorola, provide Motorola owned equipment for monitoring ASTRO
and ASTRO 25 System elements. If Motorola installs or replaces Motorola owned equipment, the
type equipment and location installed is listed in the Motorola Owned & Supplied Equipment Table.
2.3 If determined necessary by Motorola, provide Motorola owned equipment for monitoring SmartNet
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.
2.4 Verify Connectivity and Event monitoring prior to System Acceptance or Start Date.
2.5 Continuously mceive data from Customer monitored System and Customer initiated service requests.
2.6 Remotely access the Customer's System to perform remote diagnostics as permitted by Customer pursuant
to section 3.1
2.7 Create a Case as necessary when service requests are received. Gather information to perform the following:
2.7.1 Characterize the issue
2.7.2 Determine a plan of action
2.7.3 Assign and track the Case to resolution.
2.8 Dispatch a Servicer, as required, by Motorola standard procedures and provide necessary Case
information collected in section 2.7
2.9 Ensure the required personnel have access to Customer information as needed.
2.10 Disable and enable System devices, as necessary, for Servicers.
2.11 Servicer will perform the following on -site:
2.11.1 Run diagnostics on the Infrastructure or FRU.
2.11.2 Replace defective Infrasertteture or FRU, as applicable. Customer, Servicer or Motorola may
provide Infrastructure or FRU.
2.11.3 Provide materials, tools, documentation, physical planting manuals, diagnostic/test equipment and
any other requirements necessary to perform the Maintenance service.
2.11.4 if a third party Vendor is needed to restore the System, the Servicer may accompany that Vendor
onto the Customer's premises.
0 MClTipRpLASOLUT/ONS
Statement of Work
Network Monitoring, OnSite Infrastructure Response and Dispatch Service
Motorola will provide Network Monitoring, Dispatch Service and OnSite Infrastructure Response services to the
Customer. These services are applicable only for the following system types: ASTROO, ASTROV 25, ARC 4000,
SmartZone® /OmniLinkV v2.0.3 and higher, SmartNetO, Private Data (with a wireless network gateway) v2.0.3 and
higher, and HarmonyV Wireless Communications System. The terms of this Statement of Work (SOW) are an integral
part of the Motorola Service Terms and Conditions or other applicable Agreement(s) with the Customer to which this
SOW is appended and made a part thereof by this reference.
1.0 Description of Services
Network Monitoring is a service designed to electronically monitor Elements of a Communication System for Events, as
set forth in the Monitored Elements Table. When the Motorola System Support Center (SSC) detects an Event, trained
technologists acknowledge and remotely diagnose the Event and initiate an appropriate response per the customer
profile. Appropriate responses could include, but are not limited to, continuing to monitor the Event for further
development transferring the Event to Technical Support, or opening a Case for dispatch of a Servicer. If dispatched, the
Servicer will respond at the Customer location based on pre - defined Severity Levels sot forth in the Severity Definitions
Table and Response times set forth in the On -Site Response Time Table in order to Restore the System-
Motorola will provide Case management as set forth herein. The SSC maintains contact with the on -site Servicer until
System Restoral occurs and Case is closed. The SSC will continuously tack and manage Case activity from open to
close through an automated Case tracking process.
2.0 Motorola Responsibilities:
2.1 Provide dedicated Connectivity through a private network connection necessary for monitoring ASTRO
and ASTRO25, SmartZme/ On=Lmk, Private Rata, and Harmony Wireless Communications network
types.The Connectivity Matrix set forth in Appendix 1, further describes the Connectivity options.
2.2 If determined necessary by Motorola, provide Motorola owned equipment for monitoring ASTRO
and ASTRO 25 System elements, If Motorola installs or replaces Motorola owned equipment, the
type equipment and location installed is listed in the Motorola Owned & Supplied Equipment Table.
2.3 If determined necessary by Motorola, provide Motorola owned equipment for monitoring SmartNet
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.
2.4 Verify Connectivity and Event monitoring prior to System Acceptance or Start Date.
2.5 Continuously receive data from Customer monitored System and Customer initiated service requests.
2.6 Remotely access the Customer's System to perform remote diagnostics as permitted by Customer pursuant
to section 3.1
2.7 Create a Case as necessary when service requests are received. Gather information to perform the following:
2.7.1 Characterize the issue
2.7.2 Determine a plan of action
2.7.3 Assign and track the Case to resolution.
2.8 Dispatch a Servicer, as required, by Motorola standard procedures and provide necessary Case
information collected in section 2.7
2.9 Ensure the requited personnel have access to Customer information as needed.
2.10 Disable and enable System devices, as necessary, for Servicers.
2.11 Servicer will perform the following on -site:
2.11.1 Run diagnostics on the Infrastructure or FRU.
2.11.2 Replace defective Infrastructure or FRU, as applicable. Customer, Servicer or Motorola may
provide Infrastructure or FRU.
2.11.3 Provide materials, tools, documentation, physical planning manuals, diagnostic/test equipment and
any other requirements necessary to perform the Maintenance service.
2.11.4 If a third patty Vendor is needed to restore the System, the Servicer may accompany that Vendor
onto the Customer's premises.
M
2.12 Verify with Customer that Restoration is complete or System is functional, if required by
Customer's repair Verification preference described in the Customer Support Plan required by section 3.5.
If Verification by Customer cannot be completed within 20 minutes of Restoration, the Case will be closed
and the Servicer will be released.
2.13 Escalate the Case to the appropriate party upon expiration of a Response time.
2.14 Close the Case upon receiving notification from Customer or Servicer, indicating the Case is resolved.
2.15 Notify Customer of Case Status, as described in the Customer Support Plan required be section 3.5
at the following Case levels
3.0
2.15.1 Open and closed, or
2.15.2 Open, assigned to the Servicer, arrival of the Servicer on site, deferred or delayed, closed.
2.16 Provide the following reports, as applicable:
2.16.1 Case activity reports to Customer.
2.16.2 Network Monitoring Service reports for Customer System(s).
2.16.3 Network Activity/Availability Reports for ASTRO25, SmartZonel OmniLink, and
Private Data Systems only.
2.17 Respond in accordance to pre- defined Response times upon receipt from Customer of Customer
managed passwords required for proper access to the Customer's System.
2.18 Apply 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.
Customer Responsibilities:
3.1 Allow Motorola Continuous remote access to obtain System availability and performance data.
3.2 Allow Motorola to access System if firewall has been installed; provide permanent(dedicated access for
SNMP traps (outbound) and ZDS polling ( inbound). Also provide continuous utility service to any
Motorola equipment installed or utilized at Customer's premises to support delivery of the Service.
33 Order and maintain dedicated dial -up phone lines for telephone service for SMARTNET System types.
The Connectivity Matrix set forth in Appendix 1, further describes the Connectivity options.
3.4 Unless otherwise specified, Motorola recommends a private network connection for all other Systems.
The Connectivity Matrix set forth in Appendix 1, fiuther describes the Connectivity options.
3.5 Provide Motorola with predefined Customer information and preferences prior to Start Date necessary
to complete Customer Support Plan
3.5.1 Case notification and procedure
3.5.2 Repair Verification Preference and procedure
3.5.3 Database and escalation procedure forms.
3.5.4 Submit changes in any information supplied in the Customer Support Plan to the Customer
Support Manager.
3.6 Provide the following information when initiating a service request:
3.6.1 Assigned System ID number
3.6.2 Problem description and site location
3.6.2 Other pertinent information requested by Motorola to open a Case.
3.7 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.)
3.8 Allow Servicers access to Equipment (including any Connectivity or monitoring equipment) if remote service
is not possible.
3.9 Allow Servicers access to remove Motorola owned monitoring equipment upon cancellation of service.
3.10 Supply Infrastructure or FRU, as applicable, in order for Motorola to Restore the System as set forth
in paragraph 2.12.2
3.11 Maintain and store in an easy accessible location any and all Software needed to Restore the System.
3.12 Maintain and store in an easily accessible location proper System backups.
3.13 Verify with the SSC that Restoration is complete or System is functional, if required by the Repair
Verification Preference provided by Customer in accordance with section 3.5.
3.14 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 malting changes to critical System parameters
3.15 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the services described in this SOW.
11
2.12 Verify with Customer that Restoration is complete or System is functional, if required by
Customer's repair Verification preference described in the Customer Support Plan required by section 3.5.
If Verification by Customer cannot be completed within 20 minutes of Restoration, the Case will be closed
and the Servicer will be released.
2.13 Escalate the Case to the appropriate party upon expiration of a Response time.
2.14 Close the Case upon receiving notification from Customer or Servicar, indicating the Case is resolved.
2.15 Notify Customer of Case Status, as described in the Customer Support Plan required be section 3.5
at the following Case levels
2.15.1 Open and closed, or
2.15.2 Open, assigned to the Servicer, arrival of the Servicer on site, deferred or delayed, closed.
2.16 Provide the following reports, as applicable:
2.16.1 Case activity reports to Customer.
2.16.2 Network Monitoring Service reports for Customer System(s).
2.16.3 Network Activity/Availability Reports for ASTRO25, SmartZ,one/ OmmLim k, and
Private Data Systems only.
2.17 Respond in accordance to pre - defined Response times upon receipt from Customer of Customer
managed passwords required for proper access to the Customer's System.
2.18 Apply 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
3.0 Customer Responsibilities:
3.1 Allow Motorola Continuous remote access to obtain System availability and performance data.
3.2 Allow Motorola to access System if firewall has been installed; provide permanent/dedicated access for
SNMP traps (outbound) and ZDS polling ( inbound). Also provide continuous utility service to any
Motorola equipment installed or utilized at Customer's premises to support delivery of the Service.
3.3 Order and maintain dedicated dial -up phone lines for telephone service for SMARTNET System types.
The Connectivity Matrix set forth in Appendix 1, further describes the Connectivity options.
3.4 Unless otherwise specified, Motorola recommends a private network connection for all other Systems.
The Connectivity Matrix set forth in Appendix 1, further describes the Connectivity options.
3.5 Provide Motorola with pre- defined Customer information and preferences prior to Start Date necessary
to complete Customer Support Plan.
3.5.1 Case notification preferences and procedure
3.52 Repair Verification Preference and procedure
3.5.3 Database and escalation procedure forms.
3.5.4 Submit changes in any information supplied in the Customer Support Plan to the Customer
Support Manager.
3.6 Provide the following information when initiating a service request:
3.6.1 Assigned System ID number
3.6.2 Problem description and site location
3.6.2 Other pertinent information requested by Motorola to open a Case.
3.7 Notify time 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.)
3.8 Allow Servicers access to Equipment (including any Connectivity or monitoring equipment) if remote service
is not possible.
3.9 Allow Servicers access to remove Motorola owned monitoring equipment upon cancellation of service.
3.10 Supply lnfiasttncture or FRU, as applicable, in order for Motorola to Restore the System as set forth
in paragraph 2.12.2
3.11 Maintain and store in an easy accessible location any and all Software needed to Restore the System.
3.12 Maintain and store in an easily accessible location proper System backups.
3.13 Verify with the SSC that Restoration is complete or System is functional, if required by the Repair
Verification Preference provided by Customer in accordance with section 3.5.
3.14 Pay additional support charges above and beyond the contracted service agreements that may apply if it
is determined that System f salts were caused by the Customer making changes to critical System parameters
3.15 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the services described in this SOW.
12
Severity Definitions Table
Severity Level Problem Types
Severity 1 1. Response is provided Continuously
2. Major System failure
3.33% of System down
4.33% of Site channels down
5. Site Environment alarms (smoke, access, temp, AC power) as determined by the SSC.
6. This level is meant to represent a major issue that results in an unusable system,
sub - system, Product, or critical features from the Customer's perspective. No
Work - around or immediate solution is available.
Severity 2 1. Response during Standard Business Day
2. Significant System Impairment not to exceed 33% of system down
3. System problems presently being monitored
4. This level is meant to represent a moderate issue that limits a Customer's normal use
of the system, sub - system, product, or major non - critical features from a
Customer's perspective
Severity 3 1. Response daring Standard Business Day
2. Intermittent system issues
3. Information questions
4. Upgrades/preventative maintenance
5. This level is meant to represent a minor issue that does not preclude use of the
system, sub- system, product, or critical features from a Customer's perspective. It
may also represent a cosmetic issue, including documentation errors, general
usage questions, recommendations for product enhancements or modifications,
and scheduled events such as preventative maintenance or product/system upgrades.
On -Site Response
Agreement).
Severity Level
Severity 1
Time Table (Customer's Response Time Classification is designated in the Service
Premier
Response Thise
Within 2 hours from receipt of Notification
Continuously
8 Hours
T ! Ali_.
Time provided
by Servicer *
Time provided
Servicer
Time provided
by Servicer *
Severity 2 Within 4 hours from receipt of Notification 8 Hours
Standard Business Day
Severity 3 Within 24 hours from receipt of Notification 48 Hours
Standard Business Day
Please note these are Standard Commitment times. The commitment times should be based on
the Customers Support Plan.
Provide update before the specific contractual commitments come due.
* Note: Provide update to System Support Center before Deferral time comes due.
Appendix 1
Connectivity Matrix
System Type
Connectivity
Responsibility
Astro 25
T1
1256K
Motorola
SmartZone/OmniLink v3.5 and below
Motorola
SmartZonefOmniLink v4 and above
512K
Motorola
Private Data
256K
Motorola
ARC 4000
TI or VPN
Motorola
MESH
T1 or VPN
Motorola
Harmony -
I TI
Motorola
13
MotoBridge TI or VPN
SmartNet I Dial -up
Private Network Connection
IP VPN
(All Castmers)
Standard solution for real time Connectivity
Dedicated bandwidth configuration provided to
monitor Customers
Protected from unauthorized intrusion
Encryption available
Connectivity available through Motorola
Motorola Owned & Supplied Eaulament Table
Equipment Type
FirewaWRouter
System Support Server
Motorola
Customer
Pabbe Internet commodkU
IP VPN
(Option AvaEable only to Customers ode of
the US)
Non Standard solution for Connectivity
No dedicated bandwidth provided to monitor
Customers
Low risk of unauthorized intrusion
Encryption is required
Customer provides Connectivity to the internet via
an internet service provider selected by Customer.
Location Installed
Master Site
Master Site for each Zone
Monitored Elements Table (Listed by technology)
N ftlem T-"" 1 Egaipment
Lc•iful ,approval
Sepfeniher ?U1 U
14
0 MOTOROLA SOLUTIONS
Statement of Work
Infrastructure Repair
1.0 Description of Services
Infrastructure Repair is a repair service for Motorola and select third party Infrastructure as set forth in the
applicable attached Exhibit(s), all of which are hereby incorporated into this Statement of Work (SOW) by this
reference. Customer?s System type determines which exhibit is applicable (i.e. SmartZone system exhibit,
SmartNet system exhibit). Infrastructure may be repaired down to the Component level, as applicable, at the
Motorola Infrastructure Depot Operations (DO). At Motorola ?s discretion, select third party Infrastructure may be
sent to the original equipment manufacturer or third party vendor for repair. If Infrastructure is no longer
supported by the original equipment manufacturer or third party vendor, Motorola may replace Infrastructure with
similar Infrastructure, when possible.
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 Provide repair return authorization numbers when requested by Customer.
2.2 Receive malfunctioning Infrastructure from Customer and document its arrival, repair and return.
2.3 Perform the following service on Motorola Infrastructure:
2.3.1 Perform an operational check on the Infrastructure to determine the nature of the problem.
2.3.2 Replace malfunctioning FRU or Components.
2.3.3 Verify that Motorola Infrastructure is returned to Motorola manufactured specifications,
as applicable
2.3.4 Perform a Box Unit Test on all serviced Infrastructure.
2.3.5 Perform a System Test on select Infrastructure.
2.4 Provide the following service on select third party Infiastructure:
2.4.1 Perform pre - diagnostic and repair services to confirm Infrastructure malfunction and
eliminate sending Infrastructure with no trouble found (NTF) to third party vendor for
repair, when applicable.
2.4.2 Ship malfunctioning Infrastructure to the original equipment manuf etuurer or third
party vendor for repair service, when applicable.
2.4.3 Track Infrastructure sent to the original equipment manufacturer or third party vendor
for service.
2.4.4 Perform a post -best after repair by Motorola, original equipment manufacturer, or third
party vendor to confirm malfunctioning Infrastructure has been repaired and
functions properly in a Motorola System configuration, when applicable.
2.5 Re- program repaired Infrastructure to original operating parameters based on templates provided
by Customer as required by 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
Infrastructure is due to a Software defect, IDO reserves the right to reload Inhutructum 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.
2.6 Properly package repaired Infrastructure.
2.7 Ship repaired Infinimucture to the Customer specified address during normal operating hours of
Monday through Friday 7:O0am to 7:00pm CST, excluding holidays. FRU will be sent two -day air
unless otherwise requested. Select third party FRU. Motorola will pay for such shipping,
unless Customer requests shipments outside of the above mentioned standard business hours and/
or carrier programs, such as NFO (next flight out). In such cases, Customer will be subject to
shipping and handling charges
3.0 Customer has the following responsibilities:
3.1 Contact or instruct ServiM to contact the Motorola System Support Center (SSC) and request a
return authorization number prior to shipping malfunctioning Infrastructure or third party
15
Infrastructure named in the applicable attached Exhibit.
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 infrastructure.
11.2 Indicate if Infrastructure or third party Infrastructure being sent in for service was subjected
to physical damage or lightning damage.
3.1.3 Follow Motorola instructions regarding inclusion or removal of Firmware and
Software applications from Infrastructure being sent in for service.
3.1.4 Provide Customer purchase order number to secure payment for any costs described herein.
3.2 Properly package Infrastructure and ship the malfunctioning FRU, at Customer's expense and risk of
loss to Motorola. Customer is responsible for properly packaging the Customer
malfunctioning Infrastructure FRU to ensure that the shipped Infrastructure arrives un- damaged and
in repairable condition. Clearly print the return authorization number on the outside of the packaging.
3.3 Maintain templates of Software/applications and Firmware for re- loading of Infrastructure as set forth
in paragraph
3.4 For Digital In -Car Video Infrastructure, remove video from equipment prior to sending Infrastructure
in for repair. Video retrieval is a separate service and is not included as part of this SOW.
Additional services and fee applies.
3.5 Cooperate with Motorola and perform all sets that are reasonable or necessary to enable Motorola
to provide the Infrastructure Repair services to Customer.
4.0 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.
1. All Infrastructures over seven (7) years from product cancellation date.
2. All Broadband/WiNS Infrastructure three (3) years from product cancellation date.
3. Physically damaged Infrastructure.
4. Third party Equipment not shipped by Motorola.
5. Consumable items including, but not limited to, batteries, connectors, cables, tonelink cartridges.
6. Video retrieval from Digital In -Car Video equipment.
7. Test equipment.
8. Racks, furniture and cabinets.
9. Firmware and/or Software upgrades
5ma vAne 3ysteat
Indnsians, Exclusions, Exceptim and Netts
Infra ftetare Ezhibit
Antenna Systems
Excludes all Equipment such as bi- directional amplifiers, multicouplers,
combiners, tower top pre - amplifiers, antennas, cables, towers, tower lighting,
and transmission lines.
Base Station(s) and Repeater(s)
Includes: Quantar, Quantro, Digital, MTR2000 ONLY.
Central Electronics Bank(s)
Includes Logging Recorder, Interface and Network Hub
Excludes all other technologies
see SOW specifically for NICE logging recorders
Channel Banks)
Includes Premisys and Telco
Excludes Siemens
Comparators)
Includes Spectratac, Digitac, and ASTRO -tae Comparators
Computer(s)
Includes computers (Pentium I, II, III, IV) that directly interface with or
control the communications System, including Systemwatch U, keyboards,
mice and trackballs.
Excludes laptop computers and all 286, 386, 486 computers, defective or
phosphor -burned cathode ray tubes CRT(s) and burned -in flat panel display
image retention.
Console(s)
Includes Centracom Gold Elite, MCC7500, MCC5500, MIP5000 as part of
complete communication System ? including headset jacks, dual footswitches,
and gooseneck microphones.
Excludes cables
Controller(s) - Trunking
Includes SmartNet H prime and remote controllers.
16
Excludes SSMT and SCMS controllers.
Dictaphones, Logging
Excludes all other technologies
Recorders and Recording
see SOW specifically for NICE logging recorders
Equipment
f Digital Interface Unit(s)
Included
Digital Signaling Modems)
Included upon modem model availability
Digital Voice Modem(s)
Included upon modem model availability
Embassy Switch
Includes AEB, AIMI, ZAMBI, AMB
Management Terminals
Includes computers (Pentium I, II, III, IV) that directly interface with or
control the communications System, including Systerawatch II.
Excludes laptop computers and all 286, 386, 486 computers.
MBEX(s) or NOVA
Included
Interconnect
Microwave Equipment.
Excluded from service agreement but may be repaired on an above contract,
time and material basis. All Equipment must be shipped to IDO.
Excludes any on-site services.
Monitor(s)
Includes all Motorola certified monitors connected to computers that directly
interface with or control the communications System.
Excludes defective or phosphor - burned cathode ray tubes CRT(s) and
bumed -in flat panel displays image retention as well as monitors that were not
shipped by Motorola and/or cannot be confirmed by a Motorola factory order
number.
Moscad
Includes NFM (Network Fault Management), as part of communication
System only. Standalone MOSCAD and System Control and Data
Acquisition (SCADA) must be quoted separately. Includes FSA4000.
Excludes all other fire alarming systems.
Motobridge
Included
Network Fault Management
Includes Full Vision
Excludes NMC
Printer(s)
Includes printers that directly interface with the communications System.
RAS(s)
Excludes RAS 1100, 1101 and 1102
Receiver(s)
Includes Quantar and MTR2000, ASTRO -TAC Receivers
Simulcast Distribution
Included
Amplifier(s)
Site Frequency Standard(s)
Includes Rubidium, GPS and Netclocks systems sold with the Motorola
System.
Excludes WS - Rubidium Standard Network Time and Frequency devices
Universal Simulcast Controller
Included
Interface(s)
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 IDO for repair.
Excludes batteries and any on -site services.
Zone Manager
Excludes HP715/33, HP 715 /50 servers.
Excludes x- terminals NDS14C and NDS17C
Zone Controller(s)
Includes console terminals.
Excludes all SuaTW bard drives except TLN3495A 0820 1 GB drive as well
as the following SUN/IMP CPUSBT?s: TLN3278B 0406, TLN3343A 0424
and TLN3278A 0181/0389.
Approved by Contract and Compliance 11/20/09
Motorola, Inc.
1303 E. Algonquin Road, Schaumburg, IL 60196 U.S.A.
Version 1.9 1/12/12
17
0 MOTOROLA SOLUTIONS
Statement of Work
Technical Support Service
1.0 Description of Services
The Technical Support service provides centralized remote telephone support for technical issues that require a high
level of communications systems expertise or troubleshooting on Equipment. The Motorola System Support
Center's (SSC) Technical Support Operation is staffed with technologists who specialize in the diagnosis and
resolution of system performance issues. Technical Support Service (i) does not include software upgrades that may
be required for issue resolution; and (ii) does not include Customer training (iii) is only available for those system
types supported and approved by Technical Support Operations, (iv) limited to Infrastructure currently supported
by Motorola.
Technical Support is applicable to the following system types: ASTROO, ASTRO® 25, ARC 4000, SmartZone® v2.0.3
and higher, SmartZone8 /0mniLink®, E911, Private Data 42.0.3 and higher, SmartNetg, Conventional Two -Way, and
Wireless Broadband.
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. Respond to requests for Technical Support for the Restoration of failed Systems and diagnosis of
operation problems in accordance with the response times set forth in the Remote Technical Support
Response Times Table and the Severity Level defined in the Severity Definitions Table.
2.1.1 If h&astracture is no longer supported by Motorola, Technical Support will diagnosis the System
but may not be able to resolve the issue without the Customer replacing the Infrastructure.
2.2. Advise caller of procedure for determining any additional requirements for issue characterization,
Restoration, including providing a known fix for issue resolution when available.
2.3. Attempt remote access to System for remote diagnostics, when possible.
2.4. Maintain communication with the Servicer or Customer in the field until close of the Case, as needed.
2.5. Coordinate technical resolutions with agreed upon third party vendor(s), as needed.
2.6. Escalate and manage support issues, including Systemic issues, to Motorola engineering and product groups,
as applicable.
2.7. Escalate the Case to the appropriate party upon expiration of a Response tame.
2.8. Provide Configuration Change Support and Work Flow changes to Systems that have dial in or remote
access capability_
2.9. 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.
3.0 Customer has the following Responsibilities:
3.1. Provide Motorola with pre - defined information prior to Start Date necessary to complete Customer
Support Plan.
3.1.1. Submit changes in any information supplied in the Customer Support Plan to the Customer
Support Manager.
3.2. Contact the SSC in order to access the Technical Support Operation, provide name of caller, name of
Customer, System ID number, Service Agreement number, site(s) in questions, and brief description
of the problem.
3.3. Supply on -site presence when requested by System Support Center.
3.4. Validate issue resolution prior to close of the Case.
3.1 Allow Motorola remote access to the System by equipping the System with the necessary Connectivity.
3.6. Remove video from Digital In -Car Video equipment prior to contacting Motorola. If Technical
Support assists the Customer m removing video, the Customer acknowledges, understands and
agrees that Motorola does not guarantee or warrant that it will be able to extract any captured
video or that any captured video will not be damaged, lost or corrupted.
18
3.7 Acknowledge that Cases will be handled in accordance with the times and priorities as defined in
Remote Technical Support Response Times Table and the Severity Level defined in the Severity
Definitions Table.
3.8 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola
to provide the Technical Support service to Customer.
Severity Definitions Table
Severity Level Problem Typo
Severity 1 1. Response is provided Continuously
2. Major System failure
3.33% of System down
4.33% of Site channels down
5. Site Environment alarms (smoke, access, temp, AC power) as determined by the SSC.
6. This level is meant to represent a major issue that results in an unusable system,
sub - system, Product, or critical features from the Customer's perspective. No
Work - around or immediate solution is available.
Severity 2 1. Response during Standard Business Day
2. Significant System Impairment not to exceed 33% of system down
3. System problems presently being monitored
4. This level is meant to represent a moderate issue that limits a Customer's normal use
of the system, sub- system, product, or major non - critical features from a
Customer's perspective
Severity 3 1. Response during Standard Business Day
2. Intermittent system issues
3. Information questions
4. Upgrades /preventative maintenance
5. This Ievel is meant to represent a minor issue that does not preclude use of the
system, sub- system, product, or critical features from a Customer's perspective. It
may also represent a cosmetic issue, including documentation errors, general
usage questions, recommendations for product enhancements or modifications,
and scheduled events such as preventative maintenance or product/system upgrades.
Remote Technical Support Response Times Table
I SEVERITY RESPONSE
Severity 1 Within 1 Hour fiom receipt of Notification, Continuously
Severity 2 Within 4 Hours from receipt of Notification, Standard Business Day
Severity 3 Within next Business Day, Standard Business Day
4pproved by Legal 11 -20-09
19
0 MOTQRQLA SOLUTIONS
Statement of Work
Local Radio Combo Package
1.0 Description
Local Radio Combo Package provides operational check and board level repair services for mobile, portable, two-way
and mobile data. An operational check is an analysis of the Equipment to identify external or internal defects. Local
Radio Combo Package also includes service on standard palm microphones and single mobile controls heads, provided
that they are required for normal operation of the two-way mobile and are included at the point of manufacture. Service
is only included on Equipment specifically named in the applicable Agreement to which this Statement of Work is
attached.
Local Radio Combo Package excludes repairs to: optional accessories; MEN accessories; MEN mobile microphones;
non - standard mobile microphones, mobile external speakers; optional or additional control heads, single and multiple
unit portable chargers; batteries, mobile antennas; mobile power & antenna cables area power supplies.
The following services are excluded from Local Radio Combo service unless they are purchased for an additional fee.
The services are Pick -up & delivery, Subscriber Preventative Maintenance, Portable Remote Speaker Microphones,
Portable Antenna Replacements and Mobile Remote Control Heads.
The terms and conditions of this 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 Service to he performed at the Servicer facility during Standard Business Days.
2.2 Perform an operational check on the Equipment to determine the nature of the problem-
2.3 RemovaWinstall mobile or data Equipment fromho Customer's vehicle as needed for additional servicing.
2.4 Test and Restore the Equipment to Motorola factory specifications.
2.5 Remove any dust, and/or foreign substances fi+om the Equipment.
2.6 Reprogram Equipment necessary to return Equipment to original operating parameters based on the template
in the Equipment, if the template information can be retrieved from the Equipment, or from a backup
diskette provided by Customer containing the template information. If the Customer template is not provided
or not reasonably 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.
2.7 Notify Customer upon completion of repair for pickup of Equipment.
3.0 Customer has the following Responsibilities:
3.1 Deliver and pick up Equipment to/from the Servicer facility.
3.2 Inform Servioer of description of problem for Equipment brought in for service.
3.3 If the Equipment will not power up, or if desired, supply Servicer with a backup diskette with the
Software template or programming in order to assist in returning the Equipment to original operating
parameters. If applicable, record the current flashcode for each radio.
3.4 If Motorola must use a generic template to restore Equipment to operating condition, Customer is responsible
for any pimpamming required to Restore Equipment to desired parameters.
3.5 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide
3.6 the Local Radio Combo Package service to Customer.
Local Radio Combo Package
Approved by Motorola Contracts & Compliance 04-30 -2004
20
SOLUTIONS
June 8, 2012
Doug Solomon
Boynton Beach, City of
100 E Boynton Beach Blvd
Boynton Beach, FL 33435
Subject: Sole Source Justification Letter
Dear Mr. Solomn:
Over the past ten years, Motorola Solutions, Inc. has maintained the City of Boynton
Beach's SmartZone radio system. The local Motorola service team you presently have
maintains customers throughout Martin, Palm Beach, Broward, and Dade Counties. The
close cooperation between the system users and Motorola has resulted in a public safety
radio system that now provides outstanding capabilities to the City of Boynton Beach. The
system has proven to be very reliable in times of critical needs. Motorola takes great pride
in delivering this level of reliability to its customers..
This 800 MHz Government Communications Network (GCN) was manufactured, installed
and has been continuously maintained by Motorola Solutions, Inc. since the original
purchase. Most of the installed equipment contains proprietary and other protected design
aspects, which are known only to Motorola. The proprietary nature of your system is also
related to the software that drives the system.
Since Motorola installed the entire radio system, our familiarity with the network and the
associated equipment enables us to provide the highest standard of responsiveness and
reliability. Because of strict licensing controls, some communication encryption
technology used in the system requires special handling and repair measures, which can
only be carried out at our Motorola Authorized Service Centers which includes the local
Motorola FSO (Field Service Organization) Team and Control Communications.
Should you have any questions or if I can be of further assistance, feel free to contact me at
954- 723 -4718 or 954 -520 -8868.
Sincerely,
Cindee Markes
Customer Support Manager
Motorola Solutions, Inc.
CITY CLERK'S OFFICE
MEMORANDUM
TO: Lori LaVerriere
Interim City Manager
FROM: Janet M. Prainito, MM
City Clerk
DATE: July 18, 2012
RE: Aareements ADDroved by City Commission on June 19. 2012 &
July 3, 2012
Attached are agreements that were approved by the City Commission at their regular meeting
held on June 19, 2012 and July 3, 2012. Please review, sign and return to me for further
processing. Thank you.
RESOLUTION NO.OF
# DOCUMENTS
DESCRIPTION
R12 -049 1 Agreement with Dolores Schlesselman (Economic
Development Program) for consulting work.
R12 -056 1 Approve an annual service agreement with
Motorola, Inc. for the continued maintenance and
repair of the City's radio telecommunications
systems.
Attachment
imp
S• \CC \WP \AFTER COMMISSION \City Manager Transmittals \2012 \06 -19 -12 & 07 -03 -12 - R12 -049 & R12- 056.doc
B oynton The City of B each
July 24, 2012
Motorola South Florida FSO
Attn: Cindee Markes
8000 W Sunrise Blvd
RCV West 11 -143
Plantation, FL 33322
Dear Ms. arkes:
Attached for your information and file is an executed copy of the agreement and the
resolution mentioned above. Since the document has been fully executed, I have
retained the original for Central File.
If you have any questions, please do not hesitate to contact me.
Very truly yours,
CITY OF BOYNTON BEACH
'�L� LM -
J Prainito, MMC
City Clerk
Attachment
Us
S: \CC \WP \AFTER COMMISSION \Other Transmittal Letters After Commission \2012 \R12 -056 Motorola Service
Agreement.doc
America's Gateway to the Gulfstream