CM-10-09-186ROUND ROCK, TEXAS
PURPOSE. PASSION PROSPERITY.
Item Caption:
Approval Date:
City Manager Approval Summary Sheet
Consider executing a Service Agreement for Network Preventative Maintenance and
Repair with Motorola.
September 24, 2010
Department: Fire
Project Manager: Charles Meserole
Item Summary:
This Service Agreement will provide the following support to the Fire Station Alerting system; local infrastructure
repair, onsite infrastructure response, network preventive maintenance, technical support services, and dispatching
services.
Strategic Plan Relevance:
30.0 Residents, Visitors, and Businesses continue to experience a high and timely level of public safety, and
security.
Cost: $20,582.04
Source of Funds: General
REV. 3/8/10
41) MOTOROLA
Attn: National Service Support/4th fl
1301 East Algonquin Road
Schaumburg, IL 60196
(800) 247-2346
Date: 05/13/2010
Company Name:
Attn:
Billing Address:
City, State, Zip:
Customer Contact:
Phone:
Fax:
Round Rock, City Of
221 E Main St
Round Rock, TX 78664
Howard Cruse
(512)218-6629
SERVICE AGREEMENT
Contract Number: S00001014451
Contract Modifier: RN 13 -MAY -10 10:09:28
Supercedes Agreement(s):
Required P.O.:
Customer # :
Bill to Tag #:
Contract Start Date:
Contract End Date:
Anniversary Day:
Payment Cycle:
Tax Exempt:
PO#:
No
1012673283
0001
10/01/2010
09/30/2011
Sep 30th
MONTHLY
Exempt From All Taxes
Qty
Model/Option
Description
Monthly Ext
Extended
8
1
1
6
8
8
8
1SVCO2SVC0013C
8
I
SVC01SVC1420C
SVC01SVC2007C
SVC01SVC2008C
SVC01SVC2010C
SVCO1SVC2011C
Recurring Services *****
SP - LOCAL INFRASTRUCTURE REPAIR
SITE(S)
SP - ONSITE INFRASTRUCTURE RESPONSE
SITE(S)
SITE(S)
SITE(S)
SP - NETWORK PREVENTATIVE MAINTENANCE
SITE(S)
SP - TECHNICAL SUPPORT SERVICE
SITE(S)
SP - DISPATCH SERVICES
SITE(S)
SP - INFRASTRUCTURE REPAIR
SITE(S)
$ 601.68
$ 625.97
$ 260.00
$ 123.201
$ 64.00
$ 40.32
$ 7,220.16
$ 7,511.64
$ 3,120.00
$ 1,478.40
$ 768.00
$ 483.84
SPECIAL INSTRUCTIONS - ATTACH STATEMENT OF WORK FOR
PERFORMANCE DESCRIPTIONS
Subtotal - Recurring Services
$ 1,715.17
$ 20,582.04
Subtotal - One -Time Event
Services
$ .00
$ .00
Total
$1,715.17
$20,582.04
Taxes-
-
Grand Total
$ 1,715.17
$ 20,582.04
THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING
JURISDICTIONS WHERE APPLICABLE, TO BE VERIFIED BY MOTOROLA.
4- I o -c- i to
Subcontractor(s)
City
State
MOTOROLA -CITY OF AUSTIN D0314
SAN DIEGO
CA
MOTOROLA SYSTEM SUPPORT
CENTER
ELGIN
IL
MOTOROLA SYSTEM SUPPORT
CTR -CALL CENTER D0066
SCHAUMBURG
IL
MOTOROLA SYSTEM
SUPPORT -TECHNICAL SUPPORT
D0068
SCHAUMBURG
IL
MOTOROLA - T6 SYSTEM MANAGER
(CL412)
FARMERS
BRANCH
TX
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 reference.
AUTH
CUSTOMER SIGNATURE
P5 V. KLt.V2
USTOMER (PRINNA E) 1
ti1�\AO_. ) L<"TtsY11 EATZ.— Srir^ 1%,At OV
M)DTOROLA REPR NTATIV (SIGNATURE) TITLE i L DAZE
-,dam A is.si s 5-►a.4sa. bl\1c,
MOTOROLA REPRESENTATIVE (PRINT NAME) PHONE FAX
TITLE DATE
Service Terms and Conditions
Motorola, Inc.,("Motorola") and the customer named in this Agreement ("Customer") hereby agree as follows:
Section 1 APPLICABILITY
These Service Terms and Conditions apply to service contracts whereby Motorola will 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 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 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
specifically 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 will 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 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 such additional equipment expires.
4.4. All Equipment must be in good working order on the Start Date or when additional equipment is added to the
Agreement. Upon reasonable request by Motorola, Customer will provide a complete 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 such Equipment will terminate at the end of the month in which
Motorola receives such 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 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 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 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 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
xpenses 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 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 PAYMENT
Unless alternative payment terms are specifically 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. Customer will 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.
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
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. 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 shall 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 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, any confidential information or data to any person, or use confidential 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 govemmental 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 such property, and retum 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.
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.ln
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.
Revised Jan 1, 2010
0 MOTOROLA
Statement of Work
Prepared For :
ROUND ROCK, CITY OF
221 E MAIN ST
ROUND ROCK, TX 78664
MOTOROLA
Statement of Work
Definitions
1.0 Definitions
These defined terms might not apply to every Statement of Work. Capitalized terms below and not otherwise defined within
the Statement of Work, or in the Communications System Agreement or other applicable agreement (collectively,
"Agreement")have the following meanings:
1.1. Box Unit Test: Unit is tested in a fixture that simulates the functions for which it was designed, engineered, or
manufactured to insure that it meets manufacturer specifications.
1.2. Case: Electronic tracking document for requests for service through the System Support Center.
1.3. Case Status: Identifier of the status of a Case from beginning to end. .
1.4. Component(s): Motorola new or refurbished parts of equal quality.
1.5. Configuration Change Support: A change in a user -defined parameter, which may include a change in the placement of
a dispatch console talkgroup window. Fleet mapping is not included in Configuration Change Support.
1.6. Connectivity: Establishment of remote access to the System via dial up or fixed dedicated links.
1.7. Continuously/Continuous: Seven (7) days per week, twenty-four (24) hours a day, including holidays.
1.8. Customer: The end-user Customer as identified in the Agreement.
1.9. Customer Support Plan: A document mutually developed by Motorola and the Customer that provides information
about the Customer and the System and describes the specific processes by which Motorola will deliver and the
Customer will receive the services described in this Statement of Work.
1.10. Elements: Those device types present on the Customer's System whose status may be communicated to the SSC.
1.11. Equipment: The equipment specified in the Equipment List as set forth in the Agreement, including any additions to
the Equipment List during the Warranty Period.
1.12. Enhanced System Support (ESS) Period: The 12 month period commencing at the start of the Warranty Period for
Equipment and Software as defined by the Agreement.
1.13. Event: An alarm or informational notification received by Motorola through the Network Management tools.
1.14. Feature: A Software functionality
1.15. Federal Technical Center: A Motorola facility located in Lanham, Maryland, the purpose of which is to serve as
Motorola's centralized location for radio repair for United States Federal Government Customers.
1.16. Firmware: Software in object code form that is implanted or embedded in hardware.
1.17. FRU: Field Replaceable Unit, typically a board or module, contained within the Infrastructure.
1.18. Infrastructure: The fixed Equipment excluding mobiles, portables, and accessories.
1.19. Infrastructure Depot Operations (IDO): A Motorola facility, which serves as Motorola's centralized location for
infrastructure repair.
1.20. Loaner: Infrastructure that is owned by Motorola and serves as a temporary replacement while the Customer's
Infrastructure is being repaired.
1.21. Maintenance: The process for determining the cause of Equipment failure, removing, repairing, or replacing
Components necessary to conform the Equipment with the manufacturer's specifications along with system -specific
specifications, delivering and reinstalling the Components„ and placing the Equipment back into operation.
1.22. MCNS: Mission Critical Network Services
1.23. Motorola Software: Software whose copyright is owned by Motorola or its affiliated company
1.24. Non -Motorola Software: Software whose copyright is owned by a party other than Motorola or its affiliated company.
1.25. Notification: The point in time when the Customer contacts Motorola and requests service.
1.26. Optional Feature: An additional Feature issued with a System Release that is available to Customer at additional cost.
1.27. Radio Support Center (RSC): A Motorola facility which serves as Motorola's centralized location for radio repair.
1.28. Response: The event when a technician, a remote systems technologist or a remote network specialist begins actively
to work on the technical issue, remotely or on-site, as determined by Motorola.
1.29. Restore/Restoration/Restoral: The effort required to bring Equipment to the level for which it was designed,
engineered and adjusted for performance in accordance with the manufacturer's published specifications, although such
Equipment may not necessarily be malfunctioning.
1.30. Servicer: A Motorola Authorized Service Station or Motorola Field Service personnel.
1.31. Severity Level: The degree of adverse impact of an issue or Event.
1.32. Software: The software furnished with the System, including any Motorola Software and Non -Motorola Software.
1.33. Software License Agreement: The agreement or portion of an agreement pursuant to which Motorola licenses
Software to Customer, including System Releases.
1.34. Special Product Feature: A Feature that is specially developed for Customer and which contains a functionality that is
unique to Customer.
1.35. Standard Business Day: Monday through Friday, 8:30 a.m. to 4:30 p.m., local time, excluding Motorola holidays.
1.36. Standard Feature: A software functionality for components of Customer's System that is available to Customer in the
standard software release
1.37. Start Date: Effective start date as listed on the Agreement.
1.38. System: The communications system as defined in the Communications System Agreement or other applicable
Agreement.
1.39. System Acceptance: Unless otherwise defined in the Communications System Agreement, the date upon which
Motorola has successfully completed all of the System Tests as described in the acceptance test plan.
1.40. System Support Center (SSC): A Motorola facility which serves as Motorola's centralized system support facility to
compliment the field support resources
1.41. System Release: One software version release on a particular platform. ASTRO 25 6.3 example is where 6 is the
platform indicator and .3 is software version release indicator.
1.42. System Test: Unit is tested in a Motorola manufactured system of similar type from which the unit was designed to
test all functionality of the unit to insure that it meets manufacturer specifications.
1.43. Systemic: A recurring Software or hardware defect that significantly affects the operation of the System.
1.44. Technical Support Operations (TSO): A centralized telephone support help desk that provides technical support for
Motorola customers who have purchased products from Motorola (Networks & Enterprise) or who have a contract for
technical support services.
1.45. Vendor: Any manufacturer (other than Motorola) or third party that services or repairs Infrastructure or subscriber
equipment
1.46. Verification: Contacting the appropriate designated person to verify the System is operational (original problem
resolved) and closing the Case.
1.47. Work -around: A change in the followed procedures or data supplied by Vendor to avoid error without substantially
impairing use of the Equipment.
1.48. Work Flow: A step-by-step process including instruction or direction for routing, handling, and processing information
at a given agency.
Definitions
Approved by Motorola Contracts & Compliance 10-31-2006
Statement of Work
Local Infrastructure Repair
1.0 Description of Services
Local Infrastructure Repair is a repair service provided by the Servicer for Infrastructure named on the Customer
Equipment list. At the Servicers discretion and responsibility, Infrastructure may be sent to Motorola, original
equipment manufacturer, third party vendor, or other facility for repair.
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 Servicer has the following responsibilities:
2.1. Repair or replace Infrastructure at the Servicer facility or Customer location as
determined by Servicer. Any replaced FRU will be of a similar kit and version, and will
contain like boards and chips, as the Customer's malfunctioning FRU(s). Servicer is
responsible for travel costs to a Customer location to repair Infrastructure.
2.2. Perform the following on Motorola Infrastructure:
2.2.1. Perform an operational check on the Infrastructure to determine the nature of the
problem.
2.2.2. Repair or replace malfunctioning FRU, as determined by Servicer.
2.2.3. Verify that Motorola Infrastructure is returned to Motorola manufactured
specifications.
2.3. Provide the following service on select third party Infrastructure
2.3.1. Perform pre-diagnostic and repair service to confirm Infrastructure malfunction
and eliminate sending Infrastructure with no trouble found (NTF) to third party
vendor for repair, when applicable.
2.3.2. Ship malfunctioning Infrastructure to the original equipment manufacturer or
third party vendor for repair service. Servicer is responsible for all shipping and
handling charges.
2.3.3. Coordinate and track Infrastructure sent to the original equipment manufacturer
or third party vendor for service.
2.4. Re-program Infrastructure to original operating parameters based on templates provided
by Customer required by Section 3.2. If the Customer template is not provided or is not
reasonably usable, a standard default template will be used. The Servicer will provide the
standard template.
2.5. Notify the Customer upon completion of repair or replacement.
2.6. Properly package, return ship or hand deliver Infrastructure to the Customer specified
address. Servicer will pay return shipping charges, if being sent via overnight carrier.
3.0 Customer has the following responsibilities:
3.1. Contact Servicer and provide the following information:
3.1.1. Provide customer name, address of site location, and symptom of problem.
3.1.2. Provide model description, model number, serial number, and type of System
and Firmware version, if known.
3.2. Maintain and/or store backups of all applicable Software applications and Firmware for
reloading, if necessary by Servicer, after repair service is completed.
3.3. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide Local Infrastructure Repair services to Customer.
Local Infrastructure Repair
Approved by Motorola Contracts & Compliance 01-15-2004
Special Product
SP-DISPAT HSERVICES
SP - Dispatch Services
1.0 Description of Services
2.0 Motorola has the following responsibilities
3.0 Customer has the following responsibilities
SP -INF A.TR fCTI1REREPAIR
SP - Depot Infrastructure Repair
1.0 Description of Services
2.0 Motorola has the following responsibilities
3.0 Customer has the following responsibilities
- IL ►t Z y Z ' 1 ►
SP - Onsite Infrastructure Response
1.0 Description of Services
2.0 Motorola has the following responsibilities
3.0 Customer has the following responsibilities
SP - Network Preventative Maintenance
1.0 Description of Services
2.0 Motorola has the following responsibilities
3.0 Customer has the following responsibilities