HomeMy WebLinkAbout13. Approve Service Agrmt w-Motorola Solutions for Maintenance, Repair & Support of 911 Communications InfrastructureItem No.
APPj-;U-V1=D DY
CITY MANAGER
TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL
FROM: OFFICE OF THE CITY MANAGER
BY: MARK GILLASPIE, FIRE CHIEF
DATE: JULY 14, 2020
SUBJECT: SERVICE CONTRACT AGREEMENT BETWEEN MOTOROLA
SOLUTIONS AND THE CITY OF DOWNEY FOR MAINTENANCE, REPAIR
AND SUPPORT OF 911 COMMUNICATION INFRASTRUCTURE AND
EQUIPMENT
That the City Council authorizes staff to enter into an agreement with Motorola Solutions
for 911 communication equipment (dispatch consoles, network infrastructure and
equipment) maintenance, repair and support services for a contract period from July 1,
2020, to June 30, 2021.
101
noy" Rm-ozw'm.
i tilt !%-f oe"lorflilme-cal I'll,
Motorola Solutions provides pr• active service needed • maintain equipment and
reduce equipment failure(s) and also provides 24/7/365 emergency response for any
necessary support and repairs.
17-4
IMA NCO] 2411ZAnb1Wj'-
•I QNI-Ortlt! [:]I figs)
TITLE: SERVICE AGREEMENT FOR 911 COMMUNICATION EQUIPMENT WITH MOTOROLA
SOLUTIONS
DATE: JULY 1, 22
PAGE# 2
Annual service agreement costs are $22,453. Funding for the project will come from
the general fund.
ATTACHMENTS
(Downey - • •
K.
M0'rOROLA SOLUTIONS
Wjfffll�_* I �-�
Chicago, IL. 60661
(800) 247-2346
D. 01/13/2020
Company Name: DOWNEY FIRE DEPT
mo
F.-]U=t 15, ITET-PIM11 111 MZ-16161201 M 1:1 gUagNOW
j
Required
Customer #: 1035852830
Bill to Tag # .
Contract Start Date : 01-July-2020
Contract End Date : 30-Jun-2021
Anniversary Day: Apr 30th
Payment Cycle: ANNUALLY
PO
Qty Service Name Service Descri ption Monthly Ext Extended Amt
LSV0IS01108A AS T RO SYSTEM ADVANCED PACKAGE $1,871.08 $22,45 100
— DISPATCH
— NETWORK MONITORING
— ONSITE SYS SUPPORT -STD
— PREVENTIVE MAINTENANCE1
— REPAIR AND RETURN
SECURITY UPDATE SERVICE
SYSTEM TECH SUPPORT
REMOTE SUS MGT
ADVANCE EXCHANGE
Subtotal - Recurring Services $1'8 7, �0 $22,453,00
Subtotal - One Ir Time I e - Event Services $ .01 $01
.. ....
Total $1,871.0$22,453,00
....
THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING JURISDICTIONS WHERE
APPLICABLE, TO BE VERIFIED BY MOTOROLA
SPECIAL INSTRUCTIONS.
Conditions, a copy of which is attached to this Service Agreement, is incorporated herein by this reference.
TITLE DATE
tworoill" OL.A SOLUTIONS
6010M kvlr#Nrrvr-4-!iri3r--Tl
Chicago, IL. 60661
(800) 247-2346
MOT /RO'LA REPRESSNTATIVE(SIGNATURE)
Company Name: DOWNEY FIRE DEPT
Contract Number: USCO00129874
Contract Modifier: R01-FEB-2020
Contract Start Date 01-May-2020
Contract End Date 30-Apr-2021
wra"119
UEE-193'1w
G-n -ac�
DATE
SERVICE AGREEMENT
tworoqOLA SOLUTIONS
500 W Monroe Street Quote Number : QUOTE-1078019
Chicago, IL. 60661 Contract Number: USC000129874
(800) 247-2346 Contract Modifier: R01-FEB-2020
Service Terms and Conditions
Motorola Solutions Inc. ("Motorola") and the customer named in this Agreement ("Customer") hereby agree as follows:
Section 1. APPLICABILITY
These Maintenance Service Terms and Conditions apply to service contracts whereby Motorola will provide to Customer either (1) maintenance, support, 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 Maintenance Service Terms 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 Maintenance Service Terms and Conditions take precedence over any cover page, and the cover page takes precedence over any attachments,
unless the cover page or attachment 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 Maintenance Service Terms and Conditions and agrees to pay the prices set forth in the Agreement. This Agreement becomes
binding only when accepted in writing by Motorola. The term of this Agreement begins 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 the 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 set 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 Equipment, the additional equipment
may be added to this Agreement and will be billed at the applicable rates after the warranty for that 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 serial and model number list of the Equipment. Customer must promptly notify Motorola in writing when any
Equipment is lost, damaged, stolen or taken out of service. Customer's obligation to pay Service fees for this Equipment will terminate at the end of the
month in which Motorola receives the written notice.
4.5 Customer must specifically 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 that Equipment; remove that Equipment from the Agreement; or increase the price to Service that 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.
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 clips, 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 multicoupler.
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 the transmission medium.
SERVICE AGREEMENT
Y
MOTOROLA SOLUTIONS
500 W Monroe Street Quote Number : QUOTE-1078019
Chicago, IL. 60661 Contract Number: USCO00129874
(800) 247-2346 Contract Modifier: R01-FEB-2020
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 wili 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 will 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 those charges and expenses.
Section 7. CUSTOMER CONTACT
Customer will provide Motorola with designated points of contact (list of names and phone numbers) that will 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. INVOICING AND PAYMENT
8.1 Customer affirms that a purchase order or notice to proceed is not required for the duration of this service contract and will appropriate funds each
year through the contract end date. Unless alternative payment terms are stated in this Agreement, Motorola will invoice Customer in advance for each
payment period. All other charges will be billed monthly, and Customer must pay each invoice in U.S. dollars within twenty (20) days of the invoice date
8.2 Customer will reimburse Motorola for all property taxes, sales and use taxes, excise taxes, and other taxes or assessments that are levied as a result
of Services rendered under this Agreement (except income, profit, and franchise taxes of Motorola) by any governmental entity. The Customer will pay all
invoices as received from Motorola. At the time of execution of this Agreement, the Customer will provide all necessary reference information to include on
invoices for payment in accordance with this Agreement.
8.3 For multi -year service agreements, at the end of the first year of the Agreement and each year thereafter, a CPI percentage change calculation shall
be performed using the U.S.Department of Labor, Consumer Price Index, all Items, Unadjusted Urban Areas (CPI-U). Should the annual inflation rate
increase greater than 3% during the previous year, Motorola shall have the right to increase all future maintenance prices by the CPI increase amount
exceeding3%. All items, not seasonally adjusted shall be used as the measure of CPI for this price adjustment. Measurement will take place once the
annual average for the new year has been posted by the Bureau of Labor Statistics. For purposes of illustration, if in year 5 the CPI reported an increase of
8%, Motorola may increase the Year 6 price by 5% (8%-3% base).
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. DEFAULTrrERMINATION
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.
10.3 Reserved.
Section 11. LIMITATION OF LIABILITY
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
limited to the direct damages recoverable under law, but not to exceed the price of twelve (12) months of Service provided under this Agreement.
SERVICE AGREEMENT
A401r0#90LA SOLUTIONS
500 W Monroe Street Quote Number : QUOTE-1078019
Chicago, 1L. 60661 Contract Number: USCO00129874
(800) 247-2346 Contract Modifier: R0I-FEB-2020
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 contract breach or otherwise relating to the
transactions contemplated by this Agreement may be brought more than one (1) year after the accrual of the cause of action, except for money due upon an
open account. This limitation of liability will survive the expiration or termination of this Agreement and applies notwithstanding any contrary provision.
Section 12. EXCLUSIVE TERMS AND CONDITIONS
12.1 This Agreement supersedes all prior and concurrent agreements and understandings between the parties, whether written or oral, related to the
Services, and there are no agreements or representations concerning the subject matter of this Agreement 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 any purchase order issued in furtherance of this Agreement, however, an omission of the reference
to this Agreement will not affect its applicability. In no event will either party be bound by any terms contained in a Customer purchase order,
acknowledgement, or other writings unless: the purchase order, acknowledgement, or other writing specifically refers to this Agreement; clearly indicate the
intention of both parties to override and modify this Agreement; and the purchase order, acknowledgement, or other writing is signed by authorized
representatives of both 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 marked as confidential, furnished to
Customer under this Agreement will 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 or pursuaritto court order or subpoena, any
confidential information or data to any person, or use confidential information or data for any purpose other than performing its obligations under this
Agreement. The obligations set forth in this Section survive the expiration or termination of this Agreement.
13.2 Unless otherwise agreed in writing, no commercial or technical information disclosed in any manner or at anytime 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 governmental 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 Motorola or its subcontractors 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 will be modified as necessary to conform to applicable 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 liable for any loss or damage
to this property, and return it to Motorola upon request. This property will be held 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 this Agreement unenforceable, the remaining terms will continue in full force and effect.
17.2 This Agreement and the rights and duties of the parties will be 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.
VITIX�l �#_�
Chicago, IL. 60661
(800) 247-2346
mwgao 11 a- of
Le am, rNma"T as - , I .
17.4 Neither party is liable for delays or lack of performance resulting from any causes that are beyond that party's reasonable control, such as strikes,
material shortages, or acts of God.
17.5 Motorola may subcontract any of the work, but subcontracting will not relieve Motorola of its duties under this Agreement.
17.6 Except as provided herein, neither Party may assign this Agreement or any of its rights or obligations hereunder without the prior written consent of
the other Party, which consent will not be unreasonably withheld. Any attempted assignment, delegation, or transfer without the necessary consent will be
void. Notwithstanding the foregoing, Motorola may assign this Agreement to any of its affiliates or its right to receive payment without the prior consent of
Customer. In addition, in the event Motorola separates one or more of its businesses (each a "Separated Business"), whether by way of a sale,
establishment of a joint venture, spin-off or otherwise (each a "Separation Event"), Motorola may, without the prior written consent of the other Party and at
no additional cost to Motorola, assign this Agreement such that it will continue to benefit the Separated Business and its affiliates (and Motorola and its
affiliates, to the extent applicable) following the Separation Event.
17.7 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 reflect its current rates.
17.8 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 those services on a time and materials basis at Motorola's then effective hourly rates.
17.9 This Agreement may be executed in one or more counterparts, all of which shall be considered part of the Agreement. The parties may execute this
Agreement in writing, or by electronic signature, and any such electronic signature shall have the same legal effect as a handwritten signature for the
purposes of validity, enforceability and admissibility. In addition, an electronic signature, a true and correct facsimile copy or computer image of this
Agreement shall be treated as and shall have the same effect as an original signed copy of this document.
Blanca Pacheco, Mayor
ATTEST
City Clerk
APPROVED
City Attorney
Revised June 16, 2018
Hk 1 MOrOMOLA SOLUTIONS
MPY
Mm7am"Ir-M
•
Tour Customer Support Plan contains everything you need to know to take advantage of the
services provided in your contract. This support plan was designed to help transition you from the
pre -sales, staging, and •: • to the delivery of life cycle support services for •..
system. Motorola supports your communication system with several expert service groups, each
performing a specific function and working together to provide you with fast response and quick
•... to issues.
The Terms and Conditions of customer contract agreement will take precedence over this
Customer Support Plan. In case of any contradiction, please contact the Motorola
representative(s)
Please take a moment to review this Customer Support Plan. Your Customer Support Manager
can answer any further questions you may have.
2ELCJi i'.. _ i t
Case Number The number assigned to a customer's request for service. The Call Center
electronically tracks all Case Numbers to assure customer satisfaction.
CSM
Customer Support Manager
CSP
Customer Support Plan
ETA
Estimated time of arrival is an estimate of when the field technician will arrive at
the customer's site.
FRU
A Field Replaceable Unit which is any module or board which can be removed
from a piece of fixed equipment and exchanged with an identical module or
board.
IDO
Infrastructure Depot Operations
1 Local Service
A Customer authorized service provider or a Motorola Field Technical
Provider
Representative
MSD
Motorola Service Desk
Response
Response times are defined as having an on -site technician, or a remote
systems support specialist having taken assignment of the issue and working
on the system.
RSC
Radio Service Center — Subscriber repair center
SCC
System Component Center - Systems Repair Center
SSC
System Support Center
Severity
Each incoming call is assigned a severity level of Severity One, Two, Three and
Four. Severity levels determine the Response Time Commitments.
��,,a 17311 i VA 11 a M re =1 ,•
Customer-Aumber: 1035852830
Billing Tag : 0005
Service Acireement Information
Service Agreement number :USCO001298
Service Agreement Modifier :
Service Agreement start date: 01 -July-2020
Service Agreement end date: 30-June-20211
Your Motorola Customer Support Manager provides coordination of support resources to
enhance the quality of service delivery and to ensure your satisfaction. The Customer Support
warranty) by serving in the role of customer advocate. They serve as a point of contact for issue
resolution and escalation, monitoring • • • performance, providing review and
analysis of process metrics and fostering a relationship for continuous improvement with
customers.
Support Manager as soon as possible.
Your Customer Support Manager is
Phone:
Email:
Robert Russell
714-853-2012
Account •
Your Account Manager serves as your contact for information on new products and services,
expansion of communications to meet growth needs for your organization, and ensure your
satisfactio-I
Your Account Manager is: Joe Warner .. ... . . .....
Phone: 312-204-9300
Email: Joser)h.warner(pmotorolasolutions.com
Key Customer Contacts
-------
Primary Address:
Downey Fire Dept
Ii-ti-t-9
Customer Communications Director:
Name: Battalion Chief Dan Hurlock
Phone: 562-299-5472
Email : dan.hurlock@downeyfire.org
Service Escalations:
Name : Battalion Chief Dan Hurlock
Phone: 562-299-5472
Email : dan.hurlock@downeyfire.org
Customer Technician Dispatch Contacts:
Technician Contacts:
Security Update Service Notifications
Name: Battalion Chief Dan Hurloc
Phone: 562-299-5472
Email : dan.hurlock@downeyfire.o
ECase Management:
M r__ 2 -ITT-04 7 rp =.
For further details, on the terms of your contract or your contracted Statement of Work, please
contact your Customer Support Manager or Account Manager.
�Xffl I I F I' R III! �I I II I I I'II I' 111 11 11 1 ._1 . - -
Advanced Packacie Services.
• 24x7x365 Techincal Support:
• Motorola's Technical Support service provides telephone consultation for
technical issues that require a high level of ASTRO 25 network knowledge
and troubleshooting capabilities. Remote Technical Support is delivered
through the Motorola Solutions Support Center (SSC) by a staff of technical
support specialists skilled in diagnosis and swift resolution of infrastructure
performance and operational issues.
• Motorola applies leading industry standards in recording, monitoring,
escalating and reporting for Technical Support calls from its contracted
customers, reflecting the importance of maintaining mission critical systems.
• Network Hardware Repair:
Motorola provides a hardware repair service for all of the Motorola and select
third -party infrastructure equipment supplied by Motorola. The Motorola
authorized Repair Depot manages and performs the repair of Motorola
supplied equipment as well as coordinating the equipment repair logistics
process. Appendix B contains the SOW for Network Hardware Repair.
Network Hardware Repair with Advanced Replacement is a purchasable
option under which Motorola will provide Customer with an advanced
replacement unit(s) or Field Replacement Units (FRU's) as they are available
in exchange for Customer's malfunctioning equipment. Malfunctioning
equipment will be evaluated and repaired by the infrastructure repair depot
and returned to depot's FRU inventory upon completion of repair. Customers
who prefer to maintain their existing FRU inventory have an option to request
a "Loaner" FRU while their unit is being repaired. If purchased, an appendix
with the Network Hardware Repair with Advanced Replacement SOW will be
included at the end of this document.
• Security Patchin%
4 Self Installed Security Patches
IS Motorola maintains a dedicated vetting lab for each supported ASTRID 25
release for the purpose of pre -testing security updates. In some cases, when
appropriate, Motorola will make the updates available to outside vendors,
allow them to test, and then incorporate those results into this offering. Once
tested, Motorola posts the updates to a secured extranet website and sends
an email notification to the customer. If there are any recommended
configuration changes, warnings, or workarounds, Motorola will provide
detailed documentation along with the updates on the website. Appendix C
contains the SOW Subsections for Self Installed Security Patches.
o Securitv UDdate Service with RemoteDeliveM/:
= To verify compatibility with yourA8TRO evmtarn. K8otono|a'o Security Update
Service (SUS) provides pre -tested software (SVV) security updates. In
addition totesting the security updates, Remote SUS includes remote
installation ofthe updates.
o Dis#,a1ch
� The Motorola System Support Center (SSC) will receive customer request for
service and dispatch a Sen/ioar.The 88Cprovides case management and
maintains contact with the on -site Servicer until System Restoral and Case is
closed. The SSCwill continuously track and manage each case from creation
toclose through anautomated Case tracking process. This case
management allows for Motorola toprovide case activity reports. The Call
Center Operation is staffed 24 x 7 with Customer Support Representatives
who coordinate the appropriate service response.
o (]Dsite SLIoD0rt:
� OnSite Support provides local, trained and qualified technicians who arrive at
the customer location upon a dispatch service call to diagnose and restore
the communications network. This involves running diagnostics onthe
hardware orFRU (Field Replacement Unit) and replacing defective
infrastructure or FRU. The system technician will respond to the customer
location based onpre-defined severity levels. Appendix [> contains the SOW
for Oneih*Support.
o Annual Preventive Maintenance:
� Annual Preventive Maintenance Service provides proactive, regularly
scheduled operational test and alignment ofinfrastructure and network
components to continually meet original manufacturer's specifications.
Certified field technicians perform hands-on examination and diagnostics of
network equipment onoroutine and prescribed basis.
Service Calls will be used for many customer initiated requests. The information provided during
the service call will be type of request.
Step Whatymu need to do: Information to Provide' '
Call Motorola Call Center Operations 8
0
0-323-9849
'2 Provide Your Customer Nom� D[}VVNEYF|F|EDEPT .
Type ofFlequeat --' ''| would like to open oservice call"
� --------- ---'
|nddent/SemiceRequee /7eohnioe{OueoUon
4---~Provide _System &Site |D#Refer to She Summary_ _
5 Identify the Severity Level See _Severity Table below
_
G Your Name and Telephone Number
7 _/Description ofthe Issue Aadetailed eepossible.
18 Record the Service Case Number provided to you by the Customer Support Representative for service
'call tracking purposes.
If on site support is required to resolve the service request, the Customer Support Representative will
dispatch the appropriate_ .
'To inquire onthe Status mfmService CaH-
1 call Motorola Call Center Operations 800-323-9848
ProvideYourCuatom�rNem�- D[&��JEYF|FlE[) �F
-_ ' _
3 Provd�TypeofReque� III wnu|d|ike.tocheckontheababusofe|oaue."
�The Service Case number assigned sdThe number you documented inStep #8
Severity Level Matrix
These definitions are different based on technology and geography — Kindly check with local operations team
hoget the definitive list
Severity Level Problem Type (if applicable)
Severity 1 Major System FoUuna Dispatched 7x24x365 days. 3396 degraded
Severity Significant System Impairment Dispatched 8 x 5 Monday - Friday, standard business
days
Severity Technical Question = Upgrades orintermittent problems, System problems
presently being monitored Parts Question Technician is not on site, has questions
concerning a problem. Work to be performed at a later time. 8 x 5 Monday - Friday,
standard business hours
Severity Scheduled Maintenance, Scheduled upgrades
NOTE: The above severity level definitions dmNOT apply bzthe Managed |SS|service. Please refer bothe
The following persons at DOWNEY FIRE DEPT will be notified when the following events occur on a Case:
Open, Assigned, Site Arrival, Deferred, and Closure
Name: Battalion Chief Dan Hurlock
Hmail: dan.hurlock@downeyfire.org
Name:
Robert Russell
Email: rob.russelll @motorolasolutions.com
z7m��=
Name: Tony Harris
'---: rn a i 1: anthony.harris@motorolasolutions.com
!%ame: Norma Moscoso
—mail: norma.moscoso@motorolasolutions.com
System Name NPM Date
Z1 6 -2021
SSC Site Summary with Services
R
I N
S I
S D
R 0 P
U
U I
A T N I M
I
SITE ID
SITE NAME SITE ADDRESS SERVICE PROVIDER
S
S S
R S M R I
R
SZ89IDD46
Downey Fire 11111 BROOKSHIRE AVE 1ST FL California Region FSO
x
x x
x x x x x
x
DOWNEY, CA 90241 Toluca Lake, CA
I
I
Acronym
Meaning
®Is
Dispatch'
IR
Infrastructure Repair
IRAR
Infrastructure Repair with
Advanced Replacement
NM
Network Monitoring
NPM1
Network i reventive
Maintenance - Level I
OIR
Onsite Infrastructure Repair -
Standard
RSUS
Remote Security Update
Service
SOS
Security Update Service
TS
Technical Support