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HomeMy WebLinkAbout17-50 Resolution No. 17-50 RESOLUTION AUTHORIZING EXECUTION OF A SERVICES AGREEMENT WITH MOTOROLA SOLUTIONS FOR HARDWARE AND SOFTWARE MAINTENANCE OF INTRADO 911 AND NON-EMERGENCY PHONE SYSTEMS BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN,ILLINOIS,that pursuant to Elgin Municipal Code Section 5.02.020B(9) the City Council hereby finds that an exception to the requirements of the procurement ordinance is necessary and in the best interest of the city; and BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN, ILLINOIS,that Richard G. Kozal, City Manager, be and is hereby authorized and directed to execute a services agreement on behalf of the City of Elgin with Motorola Solutions for hardware and software maintenance of Intrado 911 and non-emergency phone systems, a copy of which is attached hereto and made a part hereof by reference. s/David J. Kaptain David J. Kaptain, Mayor Presented: April 12, 2017 Adopted: April 12, 2017 Omnibus Vote: Yeas: 8 Nays: 0 Attest: s/Kimberly Dewis Kimberly Dewis, City Clerk aMOrOROLA SOLUTIONS SERVICES AGREEMENT Attn:National Service Support/4th fl Contract Number: S00001025108 1301 East Algonquin Road Contract Modifier: RN18-JAN-17 05:26:37 (800)247-2346 Date: 01/31/2017 Company Name: City of Elgin Required P.O.: Yes Attn: Customer#: 1000260737 Billing Address: Bill to Tag# : 0004 City, State, Zip: 150 Dexter Contract Start Date: 02/01/2017 Customer Contact: Elgin,IL,60120 Contract End Date: 01/31/2018 Phone: Michael Bayard Anniversary Day: Jan 31st (847)289-2778 Payment Cycle: ANNUAL PO# : 300213 QTY MODEL/OPTION SERVICES DESCRIPTION MONTHLY EXTENDED EXT AMT *"*** Recurring Services ***** SVC01SVC1101C ASTRO INFRASTRUCTURE REPAIR W/ADV REPL $202.63 $2,431.56 2 SVC059AH DISPATCH SITE SVC01 SVC1102C ASTRO DISPATCH SERVICE $76.32 $915.84 2 SVC922AG DISPATCH SITE SVC01 SVC1405C NETWORK PREVENTATIVE $77.96 $935.52 MAINTENANCE-LEGACY 2 SVC149AH DISPATCH SITE SVC01 SVC1410C ONSITE INFRASTRUCTURE $0.00 $0.00 RESPONSE-STANDARD 2 SVC939AG DISPATCH SITE SVC01SVC1420C SP- LOCAL INFRASTRUCTURE REPAIR $583.00 $6,996.00 2 SITE(S) SVCO2SVC0447A SP-INTRADO ONSITE SUPPORT $3,957.73 $47,492.76 18 E911 CALL TAKER POSITION SVCO2SVC0449A SP-INTRADO SOFTWARE SUBSCRIPTION $3,535.76 $42,429.12 3 SITE(S) SVCO2SVC0450A SP-INTRADO SOFTWARE PROTECTION &TECH $874.50 $10,494.00 SUPPORT 2 SITE(S) SPECIAL INSTRUCTIONS-ATTACH Subtotal-Recurring Services $9,307.90 $111,694.80 STATEMENT OF WORK FOR PERFORMANCE DESCRIPTIONS Subtotal-One-Time Event Services $ .00 $ .00 Total $9,307.90 $111,694.80 Taxes - - Grand Total $9,307.90 $111,694.80 THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING JURISDICTIONS WHERE APPLICABLE,TO BE VERIFIED BY MOTOROLA. Subcontractor(s) City State MOTOROLA SYSTEM SUPPORT CENTER ELGIN IL MOTOROLA-STARCOM 21 (DO999) SCHAUMBU IL RG MOTOROLA SYSTEM SUPPORT CTR-CALL SCHAUMBU IL CEN,rER D0066 RG WEST SAFETY SERVICES, INC. DENVER CO This Service Agreement is subject to the Service Terms and Conditions attached hereto and made a part hereof as Attachment the Statements of Work attache hereto and made a part hereof as Attachment B. `i City Manager April 12, 2017 AUTHORIZED CUSTOMER SIGNATURE-Rich a, G. Kozal TITLE DATE CITY OF ELGIN CUSTOMER(PRINT NAME) 4464"*-lja44W, Customer Support Manager 2/1/2017 MOTOROLA REPRESENTATIVE(SIGNATURE) TITLE DATE Andrew Baum 224-523-5424 MOTOROLA REPRESENTATIVE(PRINT NAME) PHONE Company Name: City of Elgin Contract Number: S00001025108 Contract Modifier: RN18-JAN-17 05:26:37 Contract Start Date: 02/01/2017 Contract End Date: 01/31/2018 ATTACHMENT A Service Terms and Conditions Motorola Solutions, Inc., a Delaware corporation (hereinafter referred to as "Motorola") and the City of Elgin, Illinois, a municipal corporation(hereinafter referred to as "Customer")hereby agree as follows: Section 1.APPLICABILITY These Maintenance Service Terms and Conditions apply to the service agreement attached hereto, whereby Motorola shall provide to Customer maintenance, support and/or installation services pursuant to the aforementioned Services Agreement. Section 2. DEFINITIONS AND INTERPRETATION 2.1. "Agreement"means these Maintenance Service Terms and Conditions, the Statements of Work and the Service Agreement cover page attached hereto. 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 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 the 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 Customers 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 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. PAYMENT 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. 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. 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, Motorola shall re-perform the non-conforming Service or 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. 10.3. This Agreement shall terminate January 31, 2018. Section 11. LIMITATION OF LIABILITY Except for personal injury or death, or damage to tangible property, 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 eighteen (18) months of the Service to be 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; provided, 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 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 for any purpose other than performing its obligations under this Agreement. The obligations set forth in this Section shall survive the expiration or termination of this Agreement. Notwithstanding anything to the contrary in this Agreement, no information or data in any form shall be construed as "confidential" unless exempt from disclosure pursuant to the provisions of the Freedom of Information Act (5 ILCS 140/1 et seq.). Any information or data disclosed by Customer pursuant to and in compliance with the requirements of the Freedom of Information Act shall not be construed so as to constitute a breach of this Agreement; provided, however, that if Customer receives a request for disclosure pursuant to the Illinois Freedom of Information Act it shall provide Motorola with an opportunity to confer with Customer prior to Customer providing the requested material to the requesting party. 13.2. Unless otherwise agreed in writing, no commercial 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 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 Customers 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 Customers 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. 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 shall be subject to and governed by the laws of the State of Illinois. Venue for the resolution of any disputes or the enforcement of any rights arising out of or in connection with this Agreement shall be in Circuit Court of Kane County, Illinois, or the U.S. District Court for the Northern District of Illinois, without jury. 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. FALegal DepMgreement\Motorola Solutions Service Agr-clean-3-13-17.docx ATTACHMENT B Statements of Work The following Statements of Work are attached hereto and made a part of this Agreement: ASTR025 Technical Support Infrastructure Repair ASTRO®25 Infrastructure Repair with Advanced Replacement ASTR025 OnSite Infrastructure Response& Dispatch Service MOTOROLA ASTRO 25 Technical Support,Statement of Work Version 1.4 ** REMOVE Change Log and all highlighted material or non-required sections prior to including in a proposal or sending to A CUSTOMER** Revision History Change log Version Date Author Description 1.0 4/19/2013 Bethann Monzel Creation 1.1 5/09/2013 Craig Mandel, Edit/Comments Kathy Uher & Jerry McConnell/field teams 1.2 5/22/13 Ed Budy Legal modifications and approval 1.3 6/19/13 Bethann Monzel Added Severity 4 approved by legal 1.4 8/26/13 Bethann Monzel Sent out for field review — no changes ****** This document can be combined with other similar Statements of Work to form a complete Service offering to the Customer. ******* Approved by Motorola Contracts and Compliance September 2013 ©Motorola 2013 Page 2 of 7 MOTOROLA ASTRO 25 Technical Support,Statement of Work Version 1.4 Technical Support Overview Motorola's Technical Support service provides telephone consultation for technical issues that require a high level of ASTRO network expertise and troubleshooting capabilities. Remote Technical Support is delivered through the Motorola System Support Center (SSC) by a staff of technical support specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues. Technical Support provides access to a solutions database, as well as access to in house test labs and additional Motorola technical resources Motorola applies industry best practices in recording, monitoring, escalating and reporting for Technical Support calls from its contracted customers, reflecting the importance of maintaining mission critical systems. The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference. 1.0 Description of Technical Support Services Motorola's System Support Center (SSC) will provide technical support to assist the customer's technical resources of the Motorola's currently supported infrastructure. This team of highly skilled professionals is available to the customer as an integrated part of the support and technical issue resolution process. The SSC remotely supports the customer and works with but not limited to fault diagnostics tools, simulation networks and fault database search engines. The Technical Support Operations is available 24 hours a day; 7 days per week to support technical requests (see severity level response time commitments). Calls requiring incidents, problems, or service requests will be logged in Motorola's issue management system. This ensures that technical issues are prioritized, updated, tracked and escalated as necessary, until resolution. The Technical Support Operations shall assign the priority level as in accordance with the agreed Severity Level Definitions stated in this document. Motorola will track the progress of each case from initial logging to resolution. Motorola will ensure that the customer is advised of the case progress and informed of tasks that require further investigation and assistance from the customer's technical resources The provision of this service requires that the customer provides a suitably trained technical resource that delivers maintenance and support to the system, and who is familiar with the operation of that system. Motorola provides technical consultants to support the local resource in the timely closure of infrastructure, performance and operational issues. 1.1 Scope Technical Support service is available 24 hours a day, 7 days a week based on Severity Level Definitions. 1.2 Geographic Availability Technical Support is available to any customer regardless of their geographic location and timeframes are based on the customer's local time zone. Approved by Motorola Contracts and Compliance September 2013 ©Motorola 2013 Page 3 of 7 MOTOROLA ASTRO 25 Technical Support,Statement of Work Version 1.4 1.3 Inclusions Technical Support service will be delivered on Motorola sold infrastructure including integrated Td party products. 1.4 Limitations and Exclusions The following activities are outside the scope of the Technical Support service, but are optional services that are available to remote Technical Support customers at an additional cost: 1.4.1 Emergency on-site visits required to resolve technical issues that cannot be resolved by with SSC working remotely with the local customer technical resource. 1.4.2 Third party support for equipment not sold by Motorola as part of the original system. 1.4.3 System installations, upgrades, and expansions. 1.4.4 Customer training. 1.4.5 Hardware repair and/or exchange. 1.4.6 Network security services. 1.4.7 Network transport. 1.4.8 Information Assurance. 1.4.9 Motorola services not included in this statement of work. 1.4.10 Any technical support required as a result of a virus or unwanted intrusion is excluded if the system is not protected against these security threats by Motorola's Pre-tested Security Update Service when applicable. 1.5 Motorola has the following responsibilities: 1.5.1 Enable customer access to the Motorola Technical Support Center(800-221- 7144), 24 hours a day, 7 days per week, to answer, document and respond to requests for support. 1.5.2 Respond to requests for Technical Support in accordance with the response times set forth in the Severity Level Response Time Commitments section of this document and the severity level defined in the Severity Level Definitions section of this document. 1.5.3 Advise caller of procedure for determining any additional requirements, activities or information relating to issue restoration and/or characterization. 1.5.4 Maintain communication with the customer in the field as needed until resolution of the case 1.5.5 Coordinate technical resolutions with agreed upon third party vendors, as needed. 1.5.6 Escalate and manage support issues, including systemic issues, to additional Motorola technical resources, as applicable. 1.5.7 Escalate the case to the appropriate party upon expiration of a response time. Approved by Motorola Contracts and Compliance September 2013 ©Motorola 2013 Page 4 of 7 MOTOROLA ASTRO 25 Technical Support,Statement of Work Version 1.4 1.5.8 Determine, in its sole discretion, when a case requires more than the Technical Support services described in this SOW and notify customer of an alternative course of action. 1.6 The Customer has the following responsibilities: 1.6.1 Provide Motorola with pre-defined information prior to contract start date necessary to complete Customer Support Plan (CSP). 1.6.2 Submit changes in any information supplied in the Customer Support Plan (CSP)to the Customer Support Manager(CSM). 1.6.3 Contact the SSC in order to engage the Technical Support service, providing the necessary information for proper entitlement services. Including but not limited to the name of contact, name of customer, system ID number, site(s) in question, and brief description of the problem including pertinent information for initial issue characterization. 1.6.4 Maintain suitable trained technical resources that provide field maintenance and technical maintenance services to the system, and who are familiar with the operation of that system. 1.6.5 Provide SSC access via the remote connection that has been established through other sold services (e.g. Network Fault Monitoring) 1.6.6 Supply suitably skilled and trained on-site presence when requested by the SSC. 1.6.7 Validate issue resolution prior to close of the case in a timely manner. 1.6.8 Acknowledge that cases will be handled in accordance with the times and priorities as defined in the Severity Level Definitions and in the Severity Level Response Time Commitments section in this document. 1.6.9 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the Technical Support service. Approved by Motorola Contracts and Compliance September 2013 ©Motorola 2013 Page 5 of 7 ASTRO 25 Technical Support,Statement of Work MOTOROLA Version 1.4 1.7 Severity Level Definitions The following severity level definitions will be used to determine the maximum response times: Severity Level Severity Definition Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of voice functionality and no work-around or immediate solution is available. The following are examples of this kind of failure: • 33% of call processing resources impaired • Site Environment alarms: o Smoke, o Unauthorized access o Temperature o Power failure Severity 2 This is defined as a fault that causes the system to operate with a continuous reduction in capacity or functionality of core services (core services include, voice, data or network management). The following are examples of this kind of failure: • Less than 33% of call processing resources impaired • Failure of a single redundant component Severity 3 This is defined as a fault which reduces the functionality, efficiency or usability of core services(voice, data and network management)and there is a viable work- around in place. The following are examples of this kind of severity: • Intermittent faults that are infrequent and minor impact to core services • Statistical reporting roblems Severity 4 This is defined as a minor issue, which has little or no impact on the functionality, efficiency or usability of core services. The following are examples of this kind of severity: • Faults resulting in minor functions or features being unsupported or unreliable in ways that are not noticeable to the user. • Faults that have no impact in how the user perceives the system to work. • Cosmetic issues. • Requests for information. Preventive Maintenance Approved by Motorola Contracts and Compliance September 2013 ©Motorola 2013 Page 6 of 7 MOTOROLA ASTRO 25 Technical Support,Statement of Work Version 1.4 2.1 Severity Level Response Time Commitments The response times are based on the defined severity levels as follows: Severity Level Response Time Severity 1 A Motorola SSC Technician will make contact with the customer technical representative within one hour of the request for support being logged in the issue management system. Continual effort will be maintained to restore the system or provide a workaround resolution. Response provided 24 x 7. Severity 2 A Motorola SSC Technician will make contact with the customer technical representative within four hours of the request for support being logged at the issue management system. Response provided 8 x 5 on standard business days, which is normally Monday through Friday 8AM to 5PM, excluding US Holidays. Severity 3 A Motorola SSC Technician will make contact with the customer technical representative within the next business day of the request for support being logged at the issue management system. Response provided 8 x 5 on standard business days, which is normally Monday through Friday 8AM to 5PM, excluding US Holidays. Severity 4 A Motorola SSC Technician will make contact with the customer technical representative within the next business day of the request for support being logged at the issue management system. Response provided 8 x 5 on standard business days, which is normally Monday through Friday 8AM to 5PM, excluding US Holidays. Approved by Motorola Contracts and Compliance September 2013 ©Motorola 2013 Page 7 of 7 M07'O/4OLA Infrastructure Repair,Statement of Work Version 3.0 Infrastructure Repair Overview 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. The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference. 1.0 Description of Services Infrastructure components are repaired at a Motorola authorized Infrastructure Depot Operations (IDO). At Motorola's discretion, select third party Infrastructure may be sent to the original equipment manufacturer or third party vendor for repair. 1.1 Scope Repair Authorizations are obtained by contacting the Solutions Support Center (SSC) which is available 24 hours a day, 7 days a week. Repair authorizations can also be obtained online via Motorola Online at https:Hbusinessonline.motorolasolutions.com, under Repair Status/Submit Infrastructure RA. 1.2 Geographic Availability Infrastructure repair is supported globally; geographic proximity will determine repair location. 1.3 Inclusions Infrastructure repair is available on Motorola sold communication systems which may include some aspect of third party hardware and software. Motorola will make a "Commercially Reasonable Effort" to repair Motorola manufactured infrastructure products for seven years after product cancellation. 1.4 Exclusions If infrastructure is no longer supported by Motorola, the original equipment manufacturer or a third party vendor, Motorola may return said equipment to the customer without repair or replacement. The following items are excluded from Infrastructure Repair: 1.4.1 All Motorola infrastructure hardware over seven (7) years from product cancellation date. 1.4.2. All Third party infrastructure hardware over two (2) years from product cancellation date. 1.4.3 All Broadband infrastructure over three (3) years from product cancellation date 1.4.4 Physically damaged infrastructure. 1.4.5 Third party equipment not shipped by Motorola 1.4.6 Consumable items including, but not limited to, batteries, connectors, cables, toner/ink cartridges, tower lighting, laptop computers, monitors, keyboards and mouse. 1.4.7 Video retrieval from Digital In-Car Video equipment. 1.4.8 Infrastructure backhaul including but not limited to, Antennas, Antenna Dehydrator, Microwave', Line Boosters, Amplifier, Data Talker Wireless Transmitter, Short haul modems, UPS' 1.4.9 Test equipment. Approved by Motorola Contracts ©Motorola 2015 and Compliance February 2015 Page 2 of 5 MOTOROLA Infrastructure Repair,Statement of Work Version 3.0 1.4.10. Racks,furniture and cabinets. 1.4.11. Firmware and/or software upgrades. 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.Note!Excludes batteries and on-site services 1.5 Motorola has the following responsibilities: 1.5.1 Enable Customer access to the Motorola call Center operational 24 hours a day, 7 days per week, to create requests for repair service. 1.5.2 Provide repair return authorization numbers when requested by Customer. 1.5.3 Receive malfunctioning infrastructure from customer and document its arrival, repair and return. 1.5.4 Perform the following service on Motorola infrastructure: 1.5.4.1 Perform an operational check on the infrastructure to determine the nature of the problem. 1.5.4.2 Replace malfunctioning Field Replacement Units (FRU) or components. 1.5.4.3 Verify that Motorola infrastructure is returned to Motorola manufactured specifications, as applicable. 1.5.4.4 Perform a box unit test on all serviced infrastructure. 1.5.4.5 Perform a system test on select infrastructure. 1.5.5 Provide the following service on select third party infrastructure: 1.5.5.1 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. 1.5.5.2 Ship malfunctioning infrastructure components to the original equipment manufacturer or third party vendor for repair service, when applicable. 1.5.5.3 Track infrastructure sent to the original equipment manufacturer or third party vendor for service. 1.5.5.4 Perform a post-test 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. 1.5.5.5 Re-program repaired infrastructure to original operating parameters based on software/firmware provided by customer as required by section 1.6.7. If the customer software version/configuration is not provided, shipping times will be delayed. If the Infrastructure repair depot determines that the malfunctioning infrastructure is due to a software defect, the repair depot reserves the right to reload infrastructure with a similar software version. 1.5.5.6 Properly package repaired infrastructure. 1.5.5.7 Ship repaired infrastructure to the customer specified address during normal operating hours of Monday through Friday 7:00am to 7:00pm CST, excluding holidays. FRU will be sent two-day air unless otherwise requested. Motorola will pay for such shipping, unless customer requests shipments outside of the above mentioned standard business hours and/or carrier Approved by Motorola Contracts ©Motorola 2015 and Compliance February 2015 Page 3 of 5 MOTOROLA Infrastructure Repair,Statement of Work Version 3.0 programs, such as NFO (next flight out). In such cases, customer will be responsible for payment of shipping and handling charges. 1.6 The Customer has the following responsibilities: 1.6.1 Contact or instruct Servicer to contact the Motorola System Support Center (SSC) and request a return authorization number prior to shipping malfunctioning infrastructure. 1.6.2 Provide model description, model number and serial number, type of system, software and firmware version, symptom of problem and address of site location for FRU or infrastructure. 1.6.3 Indicate if infrastructure or third party infrastructure being sent in for service was subjected to physical damage or lightning damage. 1.6.4 Follow Motorola instructions regarding inclusion or removal of firmware and software applications from infrastructure being sent in for service. 1.6.5 Provide customer purchase order number to secure payment for any costs described herein. 1.6.6 Properly package and ship the malfunctioning FRU, at customer's expense. Customer is responsible for properly packaging the malfunctioning infrastructure FRU to ensure that the shipped infrastructure arrives un- damaged and in repairable condition. 1.6.6.1 Clearly print the return authorization number on the outside of the packaging. 1.6.7 Maintain versions and configurations for software/applications and firmware to install repaired equipment. 1.6.8 Provide Motorola with proper software/firmware information to reprogram equipment after repair unless current software has caused this malfunction. 1.6.9 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the infrastructure repair services to customer. Approved by Motorola Contracts ©Motorola 2015 and Compliance February 2015 Page 4 of 5 M07100WOLA Infrastructure Repair,Statement of Work Version 3.0 "* REMOVE Change Log and all highlighted material or non-required sections prior to including in a proposal or sending to A CUSTOMER*" Revision History Change log Version Date Author Description 1.0 6/6/13 Bethann Monzel Creation 1.1 6/9/13 Kip Johnson Comment 1.2 6/20/13 Bethann Monzel Removed equipment lists and substituted standard equipment support verbiage 1.3 6/21/13 Steve Added "Commercially reasonable Ratzak/Kevin efforts" Eriksen comments 1.4 6/24/13 Guy Added tower lighting and cross Laurie/Field reference numbers Inputs 1.5 6/25/13 Kathy Uher Changed numbering 1.6 7.9.13 Bethann Legal modifications and approvals Monzel/Ed Budy 1.7 8.1.13 Bethann Monzel Changed the words "software template" to "software version" in section 1.5.5.5 & 1.6.7 1.8 8.12.13 Paolo C Added 1.6.8 for software version m Verified by maintenance Chris Pope (Sanmina) 1.9 9.3.13 Ed Budy Legal Verification 2.0 11.15.13 Bethann Added Antenna Dehydrator to Monzel/Sandy exclusions list Rooney 3.0 2/16/15 Bethann Monzel Annual Review — removed "ASTRO 25" to accommodate any communication system ****** This document can be combined with other similar Statements of Work to form a complete Service offering to the Customer. ******* Approved by Motorola Contracts ©Motorola 2015 and Compliance February 2015 Page 5 of 5 MOTOROLA Infrastructure Repair wl Advanced Replacement,Statement of Work Version 1.8 ** REMOVE Change Log and all highlighted material or non-required sections prior to including in a proposal or sending to A CUSTOMER** Revision History Change log Version Date Author Description 1.0 7/15/13 Bethann Monzel Creation 1.1 7.16.13 Kip Johnson Comments 1.2 7.17.13 Jeremy Burla Confirmed business days, added software delays, shipping charges, removed charges for loaner shipping 1.3 7.20.13 James Rowe Added verbiage for software options included on FRU and more detail to section 1.5.4 1.4 7.23.13 Dave Wojtylko Added MOL for requests & Site id 1.5 7.30.13 Chris Pope/Jim Updated customer software Tash (IDO) requirements 1.6 8.1.13 Kip Johnson Reformatting numbers, added verbiage for replacement fees if FRU is not returned to Motorola. 1.7 9.5.13 Ed Legal Verification/changed Budy/Bethann color on flow chart Monzel 1.8 11.15.13 Bethann Added Antenna Dehydrator as Monzel/Sandy an excluded item per Sandy Rooney Rooney ****** This document can be combined with other similar Statements of Work to form a complete Service offering to the Customer. ******* Approved by Motorola Contracts O Motorola 2013 and Compliance September 2013 Page 2 of 8 MOTOROLA Infrastructure Repair wl Advanced Replacement,Statement of Work Version 1.8 Infrastructure Repair with Advanced Replacement Overview Infrastructure Repair with Advanced Replacement is a repair exchange service for Motorola and select third party infrastructure supplied by Motorola. When available, Motorola will provide customer with an advanced replacement unit(s) or Field Replacement Units (FRU's) 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. For customers who prefer to maintain their existing FRU inventory they have an option to request a "Loaner' FRU while their unit is being repaired. Refer to Appendix A for details on the loaner process. The Motorola authorized repair depot manages and performs the repair of Motorola supplied equipment as well as coordinating the equipment repair logistics process. The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference. 1.0 Description of Services Infrastructure components are repaired at a Motorola authorized Infrastructure Depot Operations (IDO). At Motorola's discretion, select third party infrastructure may be sent to the original equipment manufacturer or third party vendor for repair. 1.1 Scope Repair authorizations are obtained by contacting the Solutions Support Center which is available 24 hours a day, 7 days a week. Repair authorizations can also be obtained online via Motorola Online at under Repair Status/Submit Infrastructure RA. Motorola Online: https://businessonline.motorolasolutions.com 1.2 Geographic Availability Infrastructure repair with advanced replacement is supported globally; geographic proximity and type of infrastructure will determine the repair facility. 1.3 Inclusions Infrastructure repair with advanced replacement is available on Motorola sold infrastructure including integrated 3rd party products. Motorola will make a "Commercially Reasonable Effort" to repair Motorola manufactured infrastructure products for seven (7) years after product cancellation. 1.4 Exclusions If infrastructure is no longer supported by Motorola, the original equipment manufacturer or a third party vendor, Motorola may return said equipment to the customer without repair or replacement. The following items are excluded from Infrastructure Repair with Advanced Replacement: 1.4.1 All Motorola infrastructure hardware over seven (7) years from product cancellation date. 1.4.2. All third party infrastructure hardware over three (3) years from product cancellation date. 1.4.3 All broadband infrastructure three(3)years from product cancellation date 1.4.4 Physically damaged infrastructure. 1.4.5 Third party equipment not shipped by Motorola. Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 3 of 8 MOTOROLA Infrastructure Repair w/Advanced Replacement,Statement of Work Version 1.8 1.4.6 Consumable items including, but not limited to, batteries, connectors, cables, toner/ink cartridges, tower lighting, laptop computers, monitors, keyboards and mouse. 1.4.7 Video retrieval from digital in-car video equipment. 1.4.8 Infrastructure backhaul including but not limited to, antennas, antenna dehydrators, microwave', line boosters, amplifier, data talker wireless transmitter, short haul modems and UPS.' 1.4.9 Test equipment. 1.4.10. Racks, furniture and cabinets. 1.4.11. Non-standard configurations, customer-modified infrastructure and certain third party infrastructure are excluded from advanced replacement service. 1.4.11. Firmware and/or software upgrades. 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. 1.5 Motorola has the following responsibilities: 1.5.1 Enable customer access to the Motorola call center which is operational 24 hours a day, 7 days per week, to create requests for advanced replacement service. 1.5.2. Use commercially reasonable efforts to maintain FRU inventory on supported platforms. 1.5.3. Provide new or reconditioned FRU's to the customer, upon request and subject to availability. The FRU will be of similar equipment and version, and will contain equivalent boards and chips, as the customer's malfunctioning FRU. 1.5.4. Load firmware/software for equipment that requires programming. The software version information must be provided for the replacement FRU to be programmed accordingly. If the customer software version/configuration is not provided, shipping times will be delayed. 1.5.5 Package and ship Advance Exchange FRU from the FRU inventory to customer specified address. 1.5.5.1. During normal operating hours of Monday through Friday 7:00am to 7:00pm CST, excluding holidays, FRU will be shipped from Motorola as soon as possible dependent upon stock availability and configuration requested. Motorola will pay for the shipping to the customer, unless customer requests shipments outside of standard business hours and/or carrier programs, such as weekend or next flight out(NFO)shipment. In such cases, customer will be responsible for shipping and handling charges. 1.5.5.2. When sending the advanced replacement FRU to customer, provide a return air bill in order for customer to return the customer's malfunctioning FRU. The customer's malfunctioning FRU will become property of the Motorola repair depot or select third party and the customer will own the advanced replacement FRU. 1.5.5.3. When sending a loaner FRU to customer, Motorola will pay for outbound shipping charges. Inbound shipping to Motorola for repair is the responsibility of the customer. Motorola will repair and return the customer's FRU and will provide a return air bill for the customer to return IDO's loaner FRU. Refer to Appendix A for the loaner process and Appendix B for shipping charge detail. 1.5.6. Provide repair return authorization number upon customer request for Infrastructure that is not classified as an advanced replacement or loaner FRU. Approved by Motorola Contracts O Motorola 2013 and Compliance September 2013 Page 4 of 8 MOTOROLA Infrastructure Repair wl Advanced Replacement,Statement of Work Version 1.8 1.5.7. Provide a repair Return Authorization (RA) number so that the returned FRU can be repaired and returned to FRU stock. 1.5.8. Receive malfunctioning FRU from Customer, carry out repairs and testing and return it to the FRU stock 1.5.9. Receive malfunctioning infrastructure from customer and document its arrival, repair and return. 1.5.10. Perform the following service on Motorola infrastructure: 1.5.10.1. Perform an operational check on the infrastructure to determine the nature of the problem. 1.5.10.2. Replace malfunctioning Field Replacement Units (FRU) or components. 1.5.10.3. Verify that Motorola infrastructure is returned to Motorola manufactured specifications, as applicable 1.5.10.4. Perform a box unit test on all serviced infrastructure. 1.5.10.5. Perform a system test on select infrastructure. 1.5.11. Provide the following service on select third party infrastructure: 1.5.11.1. 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. 1.5.11.2. Ship malfunctioning infrastructure components to the original equipment manufacturer or third party vendor for repair service, when applicable. 1.5.11.3. Track infrastructure sent to the original equipment manufacturer or third party vendor for service. 1.5.11.4. Perform a post-test after repair by Motorola, to confirm malfunctioning infrastructure has been repaired and functions properly in a Motorola system configuration, when applicable. 1.5.12. For loaner equipment, Motorola will ship repaired infrastructure to the customer specified address during normal operating hours of Monday through Friday 7:00am to 7:00pm CST, excluding holidays. FRU will be sent two-day air unless otherwise requested. 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 responsible for payment of shipping and handling charges. 1.6 The Customer has the following responsibilities: 1.6.1 Contact or instruct Servicer to contact the Motorola Solutions Support Center (SSC) and request a return authorization number prior to shipping malfunctioning infrastructure or third party infrastructure named in the applicable attached exhibit. 1.6.2 Provide model description, model number and serial number, type of system and firmware version, software options, symptom of problem and address of site id for FRU or infrastructure. 1.6.3 Indicate if FRU or third party FRU being sent in for service was subjected to physical damage or lightning damage. Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 5 of 8 MOTOROLA Infrastructure Repair w/Advanced Replacement,Statement of Work Version 1.8 1.6.4 Follow Motorola instructions regarding inclusion or removal of firmware and software applications from infrastructure being sent in for service. 1.6.5 Provide customer purchase order number to secure payment for any costs described herein. 1.6.6. Pay for shipping of Advanced Replacement or Loaner FRU from Motorola repair depot if customer requested shipping outside of standard business hours or carrier programs set forth in section 1.5.5.1. See Appendix B for shipping charges. 1.6.7. Properly package and ship the malfunctioning FRU using the pre-paid air-bill that arrived with the advanced replacement FRU. Customer is responsible for properly packaging the malfunctioning infrastructure FRU to ensure that the shipped infrastructure arrives un-damaged and in repairable condition. Customer will be subject to a replacement fee for malfunctioning FRU's not properly returned. 1.6.8. Within five (5) business days of receipt of the advanced replacement FRU from Motorola's FRU inventory, properly package customer's malfunctioning FRU and ship the malfunctioning Infrastructure to Motorola's repair depot for evaluation and repair. Customer must send the return air bill back to the repair depot in order to ensure proper tracking of the returned infrastructure. Customer will be subject to a full replacement fee for FRU's not returned within 5 business days. 1.6.9. For Infrastructure and/or third party infrastructure repairs that are not exchanged in advance, properly package Infrastructure and ship the malfunctioning FRU, at Customer's expense and risk of loss to Motorola. 1.6.10. Clearly print the return authorization number on the outside of the packaging. 1.6.11. Maintain information of software/applications and firmware for re-loading of infrastructure. 1.6.12. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the infrastructure repair services to customer. Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 6 of 8 MOTOROLA Infrastructure Repair w/Advanced Replacement,Statement of Work Version 1.8 APPENDIX A Advanced Exchange or Loaner Decision Process M11MCustomer Receives Advanced Replacement I A jYe r origina No Request an Advanced red and Exchange,Receive an RMA # &a FRU will be shipped ) to customer as soon as possible. s Customer request a Loaner FRU.The SSC will provide 2 RMA numbers and will ship a loaner FRU. Molorolawillrepair FRU and Customer to ship the FRU that ship to customer designated requires repair to the address location provided by SSC rep. Customer responsible for shipping charges to Motorola Customer will remove the loaner FRU from the system and replace with their original (repaired)FRU. Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 7 of 8 MOTOROLA Infrastructure Repair w/Advanced Replacement,Statement of Work Version 1.8 APPENDIX B Shipping Charges Exchanges (Outbound to customer) Motorola Exchanges or Loaners Next Flight Out Customer (Outbound to customer) Exchanges or Loaners Non-Motorola carrier* Customer (Outbound to customer ) Exchanges Motorola (Inbound to Motorola) Loaner Motorola (Outbound to customer) Loaner Repair Customer (Inbound to Motorola) Loaner Repair&Return Motorola Outbound to customer Loaner Installation Customer (OnSite Servicer) *Motorola shipping carriers—Fed Ex and DHL Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 8 of 8 MOTOROLA OnSite Infrastructure Response and Dispatch Customer Statement of Work Version 1.6 ** REMOVE Change Log and all highlighted material or non-required sections prior to including in a proposal or sending to A CUSTOMER** Revision History Change log Version Date Author Description 1.0 5.28.13 Bethann Monzel Creation 1.1 6.3.13 Kip Edits Johnson/Bethan n Monzel 1.2 6.5.13 Jay Burla & Edits Steve Kent (SSC) 1.3 6.19.13 Pre-sales edits Removed benefits, changed (Kathy location verbiage and deleted Uher/Guy response table information Laurie that was duplicated. 1.4 7/9/13 Bethann Monzel Legal updates and approvals Ed Budy 1.5 8.26.13 Ron Moe Removed premier response times from service overview 1.6 9.3.13 Ed Budy Legal Verification ****** This document can be combined with other similar Statements of Work to form a complete Service offering to the Customer. ******* Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 2 of 6 MOTOROLA OnSite Infrastructure Response and Dispatch Customer Statement of Work Version 1.6 OnSite Infrastructure Response and Dispatch Service Overview Motorola's OnSite Infrastructure Response& Dispatch service provides case management and escalation for onsite technical service requests. The service is delivered by the Motorola's Solutions Support Center(SSC) in conjunction with a local service provider. The SSC is responsible for opening a case for onsite support and monitoring the status of that case to ensure strict compliance to committed response times. The terms and conditions of this Statement of Work(SOW)are an integral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference. 1.0 Description of Services The Motorola SSC will receive customer request for OnSite service provider and dispatch a servicer. The servicer will respond to the customer location based on pre-defined Severity Levels set forth in Section 4.0- Severity Level Definitions able and Response times set forth in Section 5.0—Severity Level Response Time Commitments table in order to restore the system. Motorola will provide case management as set forth herein. The SSC will maintain contact with the on-site Motorola Service Shop until system restoral and case closure. The SSC will continuously track and manage cases from creation to close through an automated case tracking process. 1.1 Scope OnSite Infrastructure Response & Dispatch service is available 24 hours a day, 7 days a week in accordance with Severity Level Definitions and Severity Level Response Time Commitments listed in sections 4.0 and 5.0 of this document. 1.2 Geographic Availability OnSite Infrastructure Response and Dispatch is available to customers worldwide where Motorola servicers are present. Response times are based on the customer's local time zone. 1.3 Inclusions Onsite Infrastructure Response and Dispatch Service can be delivered on Motorola-sold infrastructure. 2.0 Motorola has the following responsibilities: 2.1. Receive service requests. 2.2. Create a case as necessary when service requests are received. Gather information to perform the following: 2.2.1. Characterize the issue. 2.2.2. Determine a plan of action. 2.2.3. Assign and track the case to resolution. 2.3. Dispatch a servicer as required by Motorola standard procedures and provide necessary case information collected in 2.2. 2.4. Ensure the required personnel have access to customer information as needed. 2.5. Servicer will perform the following on-site: 2.5.1. Run diagnostics on the Infrastructure or Field Replacement Units(FRU). 2.5.2. Replace defective Infrastructure or FRU, as supplied by customer'. Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 3 of 6 MOTOROLA OnSite Infrastructure Response and Dispatch Customer Statement of Work Version 1.6 2.5.3. Provide materials, tools, documentation, physical planning manuals, diagnostic/test equipment and any other requirements necessary to perform the maintenance service. 2.5.4. If a third party vendor is needed to restore the system, the Servicer may accompany that vendor onto the customer's premises. 2.6. Verify with customer that restoration is complete or system is functional, if required by customer's repair verification in the Customer Support Plan required by section 3.2. If verification by customer cannot be completed within 20 minutes of restoration, the case will be closed and the Servicer will be released. 2.7. Escalate the case to the appropriate party upon expiration of a response time. 2.8. Close the case upon receiving notification from customer or servicer, indicating the case is resolved. 2.9. Notify customer of case status as defined by the Customer Support Plan: 2.9.1. Open and closed; or 2.9.2. Open, assigned to the servicer, arrival of the servicer on-site, deferred or delayed, closed. 2.10. Provide Case activity reports to customer if requested. 3.0 Customer has the following responsibilities: 3.1. Contact Motorola, as necessary, to request service. 3.2. Provide Motorola with the following pre-defined customer information and preferences prior to start date necessary to complete Customer Support Plan (CSP): 3.2.1. Case notification preferences and procedure. 3.2.2. Repair verification preference and procedure. 3.2.3. Database and escalation procedure forms. 3.2.4. Submit changes in any information supplied in the CSP to the Customer Support Manager(CSM). 3.3. Provide the following information when initiating a service request: 3.3.1. Assigned system ID number. 3.3.2. Problem description and site location. 3.3.3. Other pertinent information requested by Motorola to open a case. 3.4. Allow Servicers access to equipment. 3.5. Supply infrastructure or FRU, as applicable, in order for Motorola to restore the system as set forth in paragraph 2.5.2. 3.6. Maintain and store in an easily accessible location any and all software needed to restore the system. 3.7. Maintain and store in an easily accessible location proper system backups. 3.8. For E911 systems, test the secondary/backup Public Safety Answering Point (PSAP)connection to be prepared in the event of a catastrophic failure of a system. Train appropriate personnel on the procedures to perform the function of switching to the backup PSAP. 3.9. Verify with the SSC that restoration is complete or system is functional, if required by repair verification preference provided by customer in accordance with section 3.2. 3.10. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide these services. 'Infrastructure Repair with Advanced Replacement(IRAR)is a service offering that provides repair and replacement of infrastructure equipment.IRAR enhances Onsite and Dispatch Service by enabling a faster response and repair times. Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 4 of 6 MOTOROLA OnSite Infrastructure Response and Dispatch Customer Statement of Work Version 1.6 4.0 Severity Level Definitions The following severity level definitions will be used to determine the maximum response times: Severity Level Severity Definition Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of voice functionality and no work-around or immediate solution is available. The following are examples of this kind of severity: • 33% of call processing resources impaired • Site Environment alarms: • Smoke • Unauthorized access • Temperature o Power failure Severity 2 This is defined as a fault that causes the system to operate with a continuous reduction in capacity or functionality of core services(core services include, voice, data or network management). The following are examples of this kind of severity: • Less than 33%of call processing resources impaired • Failure of a single redundant component Severity 3 This is defined as a fault which reduces the functionality, efficiency or usability of core services (voice, data and network management)and there is a viable work- around in place. The following are examples of this kind of severity: • Intermittent faults that are infrequent and minor impact to core services • Statistical reporting roblems Severity 4 This is defined as a minor issue, which has little or no impact on the functionality, efficiency or usability of core services. The following are examples of this kind of severity: • Faults resulting in minor functions or features being unsupported or unreliable in ways that are not noticeable to the user. • Faults that have no impact in how the user perceives the system to work. • Cosmetic issues. • Requests for information. • Preventive Maintenance Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 5 of 6 MOTOROLA OnSite Infrastructure Response and Dispatch Customer Statement of Work Version 1.6 5.0 Severity Level Response Time Commitments (Customer's Response Time Classification is designated in the Customer Support Plan.) Severity j Standard Response Time Level Severity 1" Within 4 hours from receipt of notification continuously Severity 2 Within 4 hours from receipt of notification j Standard Business Day Severity 3 Within 8 hours from receipt of notification Standard Business Day Severity 4 E Within 12 hours from receipt of notification i 1 Standard Business Day 'Premier Response is an option that provides a 2-hour response time for severity 1 issues. Approved by Motorola Contracts ©Motorola 2013 and Compliance September 2013 Page 6 of 6