CITY OF SIMI VALLEY
MEMORANDUM
September 12, 2022
TO: City Council
Board of Directors, Ventura County Waterworks District #8
FROM: Department of Administrative Services
SUBJECT: AWARD A SERVICE AGREEMENT TO MOTOROLA SOLUTIONS, INC., FOR SERVICING THE CITY’S/DISTRICT’S TWO-WAY RADIO SYSTEM
STAFF RECOMMENDATION
It is recommended that the City Council/Board of Directors award a service agreement to Motorola Solutions, Inc. to service and maintain the City’s/District’s two-way radio system for the period retroactively applicable to July 1, 2022 through June 30, 2024, with a total not-to-exceed amount of $417,630.78.
BACKGROUND AND OVERVIEW
On February 23, 2004, the City Council/Board of Directors awarded Mot orola a contract to design, develop, implement, and servic e the two-way radio system for use by City departments. The system was activated o n June 2006 and includes approximately 950 radios and supporting equipment that communicate on 10 digital City radio channels, 10 interoperability channels, and numerous radio channels for other Public Safety jurisdictions (Federal, State, County, and local) through patching capability. The system utilizes sophisticated software, highly reliable processing equipment, efficient digital transport platforms including microwave, and secure voice transmission technology.
On December 7, 2020, the City Council/Board of Directors awarded a 1½ year service agreement to Motorola, which ended on June 30, 2022.
Staff requests the City Council/Board of Directors award a new service agreement to Motorola to continue its service and maintenance of the existing System , for a not-to- exceed amount of $4 17,630.78, during the term retroactively applicable to July 1, 2022 through June 30, 2024. The term is retroactive as a result of the existing agreement’s expiration and delays to renew the agreement due to staffing changes and negotiations on the agreement terms and conditions . While the agreement expired, Motorola did not suspend its service to the City. Consequently, staff also requests Council ratify services performed by Motorola and payments made to Motorola between June 30, 2022 and execution of the agreement. Authorization for the City Manager to approve any subsequent contract extensions and rate adjustments, as mutually agreed upon by both City and Motorola, and to incorporate future budgeted funds into the contract amount is also being sought fr om Council . Motorola’s maintenance and service is considered incongruous as it manufactured the equipment and owns the proprietary rights to the software, including secure voice transmission.
AGENDA ITEM NO.
Consent (4)
2 FINDINGS AND ALTERNATIVES
Staff recommends Motorola continue its service and maintenance of the existing system to ensure effective field communication capability for department operations. Further, the continuity of Motorola’s service will support the existing system and will allow for mission critical communications to stay active. Motorola has been responsive to the City’s needs, and the system has provided exceptional two- way radio communications for the Police and other City departments since 2006.
The current level of service provided by Motorola will be maintained under this proposed new agreement. The services include:
• On-site four-hour response 24-hours per day, seven days per week • Next-day on-site radio subscriber unit assessment/repair • Network preventive maintenance annually
• Equipment replacement
• Microwave repair service (through June 30, 2023 only) • Priority response and technical support
Staff was able to negotiate favorable pricing for the term of the agreement and any potential extension period. The total not-to-exceed contract amount is $417,630.78, as provided in the breakdown below:
For the period of July 1, 2022 through June 30, 2023, the monthly service cost is $18,471.09 and includes maintenance agreement and microwave repair service. For the period of July 1, 2023 through June 30, 2024, the microwave repair service will no longer be supported due to technology obsolescence, resulting in the reduction of monthly service costs to $16,331.48. A contingency plan is in place to supplement the microwave repair service in the interim . The City has spare replacement equipment that staff can install should the microwave link fail.
The costs for the service contract will be distributed to various funds, based on the number of radios used by staff funded by the General, Sanitation, Waterworks, and Transit funds.
Adequate funding for this agreement is included in the FY 2022-23 budget, and staff will include funding in the FY 2023-24 budget.
The following alternatives are available to the City Council/Board of Directors:
1. Award a new service agreement to Motorola with a not-to-exceed amount of $417,630.78 for the term retroactively applicable to July 1, 2022 through June 30, 2024 and, authorize the City Manager to approve any subsequent contract extensions and rate adjustments, as mutually agreed upon by both City and Motorola, and to incorporate future budgeted funds into the contract amount;
Fiscal Year Service Monthly FY Annual Total
FY 22-23 Maintenance &
Microwave Repair
$18,471.09 $221,653.02
FY 23-24 Maintenance Repair
$16,331.48 $195,977.76
3 2. Do not award the proposed agreement to Motorola;
3. P
rovide staff with further direction.
S
taff recommends Alternative No. 1.
SUGGESTED CITY COUNCIL MOTION/BOARD MOTION
I
move to award a service agreement to Motorola Solutions, Inc., with a not-to-exceed amount of $ 417,630.78, to service and maintain the City’s two -way radio system retroactively applicable from July 1, 2022 through June 30, 2024 , ratify services performed by Motorola and payments made to Motorola between June 30, 2022 and execution of the service agreement and authorize the City Manager to approve any subsequent contract extensions and rate adjustments, as mutually agreed upon by both City and Motorola.
SUMMARY
O
n February 23, 2004, the City Council/Board of Directors awarded Motorola a contract to design, develop, implement, and service the two- way radio sys tem for use of City departments. On December 7, 2020, the City Council/Board of Directors awarded a 1 ½ year service agreement, which ended on June 30, 2022. Staff requests the City Council/Board of Directors to award a new service agreement to Motorola to continue its service and maintenance of the existing two-radio system, for a not-to-exceed amount of $417,630.78, during the term beginning July 1, 2022 through June 30, 2024. The term is retroactive as a result of the existing agreement’s expiration and delay to renew the agreement as a result of staff turnover and ongoing negotiations . While the agreement expired, Motorola did not suspend its service to the City. Staff also requests authorization for the City Manager to approve any subsequent contract extensions and rate adjustments, as mutually agreed upon by both City and Motorola, and to incorporate future budgeted funds into the contract amount.
___
_________________________________
Carolyn Johnson,
Administrative Services Director
P
repared by: Maria R. Mondala-Duncan, Senior Management Analyst Attachment Page
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10 The des
ign, technical, and price information furnished with this proposal is proprietary information of Motorola Solutions, Inc. (Motorola). Such information is submitted with the restriction that it is to be used only for the evaluation of the proposal, and is not to be disclosed publicly or in any manner to anyone other than those required to evaluate the proposal, without the express written permission of Motorola Solutions, Inc.
MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2021 Motorola Solutions, Inc. All rights reserved.
REMOTE TECHNICAL
SUP
PORT STATEMENT OF
WORK
V1.8 JUNE 2021
DocuSign Envelope ID: 0A2F0942-CE84-4BFC-BA44-F95CCF4DAC1E EXHIBIT A: STATEMENT OF WORK
11 June
2021
Remote Technical Support Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted Table of Contents i
TABLE OF CONTENTS
Sec
tion 1
Remot
e Technical Support Statement of Work ............................................................................... 1-1
1.1 Overview ......................................................................................................................... 1-1
1.2 Description of Service ...................................................................................................... 1-1
1.3 Scope .............................................................................................................................. 1-2
1.4 Inclusions ........................................................................................................................ 1-2
1.5 Motorola Solutions Responsibilities ................................................................................. 1-2
1.6 Limitations and Exclusions .............................................................................................. 1-2
1.7 Customer Responsibilities ............................................................................................... 1-3
1.8 Priority Level Definitions and Response Times ................................................................ 1-4
12 June
2021
Remote Technical Support Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted Remote Technical Support Statement of Work 1-1 SECTION 1
REMOTE T
ECHNICAL
SUPPORT ST
ATEMENT OF
WORK
1.1 OVERVIEW
Motorola Solutions’ R emote Technical Support service provides telephone consultation for technical issues that require a high level of ASTRO® 25 network knowledge and tr
oubleshooting capabilities. Remote Technical Support is delivered through the Motorola Solutions Centralized Managed Support Operations (“CMSO”) organization by a staff of technical support specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues.
Motorola Solutions applies leading industry standards in recording, monitoring, escalating, and reporting for technical support calls from its contracted customers to provide the support needed to maintain mission-critical systems.
This Statement of Work (“SOW”), including all of its subsections and attachments , is an integral part of the applicable agreement (“Agreement”) between Motorola Solutions, Inc. (“Motorola Solutions”) and the customer (“Customer”).
In order to receive the services as defined within this SOW, the Customer is required to keep the system within a standard support period as described in Motorola S olutions’ Software Support Policy (“SwSP”).
1.2 DESCRIPTION OF SERVICE
T
he CMSO organization’s primary goal is Customer Issue Resolution (“CIR”), providing incident restoration and service request fulfillment for Motorola Solutions’ currently supported infrastructure. This team of highly skilled, knowledgeable, and experienced specialists is an integral part of the support and technical issue resolution process. The CMSO supports the Customer remotely using a variety of tools, including fault diagnostics tools, simulation networks, and fault database search engines.
Calls requiring incidents or service requests will be logged in Motorola Solutions’ Customer Relationship Management (“CRM”) system, and Motorola Solutions will track the progress of each incident from initial capture to resolution. This helps ensure that technical issues are prioritized, updated, tracked, and escalated as necessary, until resolution. Motorola Solutions will advise and inform Customer of incident resolution progress and tasks that require further investigation and assistance from the Customer’s technical resources.
The CMSO Operations Center classifies and responds to each technical support request in accordance with Section 1.8: Priority Level Definitions and Response Times.
13 June
2021
Remote Technical Support Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted Remote Technical Support Statement of Work 1-2 This service requires the Customer to provide a suitably trained technical resource that de
livers maintenance and support to the Customer’s system, and who is familiar with the operation of that system. Motorola Solutions provides technical consultants to support the local resource in the timely closure of infrastructure, performance, and operational issues.
1.3 SCOPE
T
he CMSO Service Desk is available via telephone 24 hours per day, 7 days per week, and 365 days per year to receive and log requests for technical support. Remote Technical Support service is provided in accordance with Section 1.8: Priority Level Definitions and Response Times.
1.4 INCLUSION S
Remote Technical Support service will be delivered for Motorola Solutions-provided infr
astructure, including integrated third-party products.
1.5 MOTOROLA SOLUTIONS RESPONSIBILITIES
· M aintain availability of the Motorola Solutions CMSO Service Desk via telephone (800- MSI-HELP) 24 hours per day, 7 days per week, and 365 days per year to receive, log, and classify Customer requests for support.
· Respond to incidents and technical service requests in accordance with Section 1.8:
Priority Level Definitions and Response Times.
· Provide caller a plan of action outlining additional requirements, activities, or information required to achieve restoral/fulfillment.
· Maintain communication with the Customer in the field as needed until resolution of the incident.
· Coordinate technical resolutions with agreed upon third-party vendors, as needed. · Escalate support issues to additional Motorola Solutions technical resources, as applicable.
· Determine, in its sole discretion, when an incident requires more than the Remote Technical Support services described in this SOW and notify the Customer of an alternative course of action.
1.6 LIM ITATIONS AND EXCLUSIONS
T
he following activities are outside the scope of the Remote Technical Support service:
· E
mergency on-site visits required to resolve technical issues that cannot be resolved by the CMSO working remotely with the Customer’s technical resource. · Customer training.
· System installations, upgrades, and expansions.
· Hardware repair and/or exchange.
· Network security services.
· Remote Technical Support for network transport equipment or third-party products not sold by Motorola Solutions.
14 June 2021
R
emote Technical Support Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted Remote Technical Support Statement of Work 1-3 · A ny maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion.
1.7 CUSTOMER RESPONSIBILITIES
· P rior to contract start date, provide Motorola Solutions with pre-defined information necessary to complete Customer Support Plan (“CSP”).
· Submit timely changes in any information supplied in the CSP to the Customer Support Manager (“CSM”).
· Contact the CMSO Service Desk to engage the Remote Technical Support service when needed, providing the necessary information for proper entitlement services. This information includes, but is not limited to, the name of contact, name of Customer, system ID number, site(s) in question, and a brief description of the problem that contains pertinent information for initial issue classification. · Maintain suitably trained technical resources familiar with the operation of the Customer’s system to provide field maintenance and technical maintenance services for the system.
· Supply suitably skilled and trained on-site presence when requested. · Validate issue resolution in a timely manner prior to close of the incident. · Acknowledge that incidents will be addressed in accordance with Section 1.8: Priority Level Definitions and Response Times.
· Cooperate with Motorola Solutions, and perform all acts that are reasonable or necessary to enable Motorola Solutions to provide Remote Technical Support. · In the event that Motorola Solutions agrees in writing to provide supplemental Remote Technical Support to third-party elements provided by the Customer, the Customer agrees to obtain all third-party consents or licenses required to enable Motorola Solutions to provide the service.
15 June
2021
Remote Technical Support Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted Remote Technical Support Statement of Work 1-4
1.8 PRIORITY LEVEL DEFINITIONS AND RESPONSE TIMES
T
his section describes the criteria Motorola Solutions uses to prioritize incidents and service re
quests, and lists the response times for those priority levels.
Table 1-1: Priority Level Definitions and Response Times Incident
Priority
Incident Definition Initial Response Time
Critical P1 Core: Core server or core link failure. No redundant server or link available.
Sites/Subsites: Primary site down. Two RF sites or
more than 10% of RF sites down, whichever is
greater.
Consoles: M ore than 40% of a site’s console
positions down.
Conventional Channels: Conventional Channel
Gateways (CCGW) down without redundant
gateways available.
Security Features: Security is non-functional or
degraded.
Response provided 24/7 until
service restoration.
Technical resource will
acknowledge incident and
respond within 1 hour of
CMSO logging incident.
High P2 Core: Core server or link failures. Redundant
server or link available.
Consoles: B etween 20% and 40% of a site’s
console positions down.
Sites/Subsites: One RF site or up to 10% of RF
sites down, whichever is greater.
Conventional Channels: Up to 50% of CCGWs
down. Redundant gateways available.
Network Elements: Site router, site switch, or GPS
server down. No redundant networking element
available.
Response provided 24/7 until
service restoration.
Technical resource will
acknowledge incident and
respond within 4 hours of
CMSO logging incident.
Medium P3 Consoles: Up to 20% of a site’s console positions down.
Conventional Channels: Single channel down.
Redundant gateway available.
Network Elements: Site router/switch or GPS
server down. Redundant networking element
available.
Response provided during
normal business hours until
service restoration.
Technical resource will
acknowledge incident and
respond
within 1 Business
Day of CMSO logging
incident.
Low P4 Service Requests: Minor events and warnings in
the system. Preventative and planned maintenance
activities (scheduled work).
Response provided during
normal business hours.
Motorola Solutions will
acknowledge and respond
within 1 Business Day.
16 The
information furnished with this Statement of Work (SOW) is proprietary information of Motorola Solutions, Inc. (Motorola Solutions). Such information is submitted with the restriction that it is to be used only for evaluation or performance of the SOW, and is not to be disclosed publicly or in any manner to anyone other than those required to evaluate or perform the SOW, without the express written permission of Motorola Solutions.
MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2021 Motorola Solutions, Inc. All rights reserved.
CUSTOMER TECHNICIAN
D
ISPATCH STATEMENT OF
WORK
V1.6 JU NE 2021
17 Cus
tomer Technician Dispatch Statement of Work Use or disclosure of this SOW is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted Table of Contents i
TABLE OF CONTENTS
Sec
tion 1
Custom
er Technician Dispatch Statement of Work ......................................................................... 1-1
1.1 Overview ......................................................................................................................... 1-1
1.2 Description of Service ...................................................................................................... 1-1
1.3 Scope .............................................................................................................................. 1-1
1.4 Inclusions ........................................................................................................................ 1-1
1.5 Motorola Solutions Responsibilities ................................................................................. 1-2
1.6 Customer Responsibilities ............................................................................................... 1-2
1.7 Recommended Priority Level Response Times ............................................................... 1-4
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Motorola Solutions Confidential Restricted Customer Technician Dispatch Statement of Work 1-1 SECTION 1
CUST
OMER TECHNICIAN
DISPA
TCH STATEMENT OF
WORK
1.1 OVERVIEW
Motorola Solutions’ Centralized Managed Support Operations (“CMSO”) organization will serve as
a central point of contact for the Customer’s on-site technical service requests. The CMSO will dispatch the appropriate service response and resources to Customer, and coordinate them. Motorola Solutions will track and monitor service requests from incident creation to close through an electronic incident process.
This Statement of Work (“SOW”), including all of its subsections and attachments is an integral part of the applicable agreement (“Agreement”) between Motorola Solutions, Inc. (“Motorola Solutions”) and the customer (“Customer”).
In order to receive the services as defined within this SOW, the Customer is required to keep the system within a standard support period as described in Motorola S olutions’ Software Support Policy (“SwSP”).
1.2 DESCRIPTION OF SERVICE
T
he Motorola Solutions CMSO Service Desk will receive the Customer’s request for on-site service. The CMSO Dispatch Operations team is responsible for opening incidents, dispatching on-site resources, monitoring issue resolution, and escalating as needed.
Motorola Solutions will manage incidents as described in this SOW. The CMSO Service Desk will maintain contact with the Customer’s field service technician until incident closure.
1.3 SCOPE
C
ustomer Technician Dispatch provides dispatch services in accordance with agreed resp
onse times. Customer’s Response Time Classification is designated in the Customer Support Plan (“CSP”).
1.4 INCLUSIONS
Customer Technician Dispatch is provided for Motorola Solutions-sold infrastructure.
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Motorola Solutions Confidential Restricted Customer Technician Dispatch Statement of Work 1-2
1.5 MOTOROLA SOLUTIONS RESPONSIBILITIES
· R eceive service requests.
· Create an incident when service requests are received. Gather information to characterize the issue, determine a plan of action, assign to the Customer’s field service technician, and track the incident to resolution.
· Contact the Customer’s designated dispatch contact (“Customer Contact”) and provide necessary incident information collected by Motorola Solutions. - If the Customer Contact does not respond to Motorola Solutions as described within Section 1.6: Customer Responsibilities, Motorola Solutions will continue to attempt to reach the Customer Contact every 10 minutes until Motorola Solutions has attempted to communicate with each contact name set forth in the pre-defined escalation contact table provided by the Customer.
- After attempting to reach every Customer Contact named on the pre-defined escalation contact table, Motorola Solutions will either send an email or leave a voice mail message with the Customer Contact to notify the Customer Contact of the incident. Thereafter, Motorola Solutions will defer the incident to the next (second) Standard Business Day.
- On the next (second) Standard Business Day, Motorola Solutions will try to reach the Customer Contact again. If Motorola Solutions has attempted to communicate with all Customer Contacts named on the Customer escalation table, and has not received a response from any Customer Contact, Motorola Solutions will close the incident. MOTOROLA SOLUTIONS WILL NOT BE RESPONSIBLE FOR ANY
DAMAGES OF ANY KIND ARISING OUT OF OR RELATING TO THE INABILILTY
OF MOTOROLA SOLUTIONS TO REACH THE CUSTOMER CONTACT OR
PERSONS ON THE CUSTOMER ESCALATION TABLE WITHIN TWO STANDARD BUSINESS DAYS.
· If the Customer's field service technician does not report site arrival within response times, escalate the incident as indicated by the escalation contact table provided by the Customer.
· If required by Customer’s repair verification preferences, verify with the Customer that restoration is complete or system is functional. Close incident once the Customer notifies Motorola Solutions of incident resolution.
- If the Customer cannot confirm within 20 minutes of restoration, the Motorola Solutions will close the incident and will release the Customer field service technician.
· Notify the Customer of incident status, as defined in the CSP and Service Configuration Portal (“SCP”):
- Open and closed.
- Open, assigned to the Customer’s field service technician, arrival of the field service technician on-site, delayed, or closed.
· Provide incident activity reports to the Customer, if requested.
1.6 CUSTO M
ER RESPONSIBILITIES
· C ontact Motorola Solutions, as necessary, to request service. · Prior to start date, provide Motorola Solutions with the following pre-defined Customer information and preferences necessary to complete CSP:
- Incident notification preferences and procedure.
- Escalation contact table.
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Motorola Solutions Confidential Restricted Customer Technician Dispatch Statement of Work 1-3 - S ite arrival preference.
- Repair verification preference and procedure.
· Provide the following information when initiating a service request with the CMSO:
- Assigned system ID number.
- Problem description and site location.
- Other pertinent information requested by Motorola Solutions to open an incident. · Respond to Motorola Solutions within 10 minutes of receipt of page or telephone call to accept incident assignment.
- If the Customer fails to contact Motorola Solutions within 10 minutes, Motorola Solutions will escalate contact as described under Section 1.5: Motorola Solutions Responsibilities.
· If dictated by the Customer’s site arrival preferences, have Customer’s field service technician report site arrival to Motorola Solutions for all accepted incident assignments. · Have the Customer’s field service technician report incident resolution to Motorola Solutions.
· Cooperate with Motorola Solutions and perform acts that are reasonable or necessary to enable Motorola Solution to provide the Customer Technician Dispatch service to the Customer.
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Motorola Solutions Confidential Restricted Customer Technician Dispatch Statement of Work 1-4
1.7 RECOMMENDED PRIORITY LEVEL RESPONSE TIMES
T
his section describes the criteria Motorola Solutions uses to prioritize incidents and service re
quests, and lists the response times for those priority levels. Motorola Solutions standard response times for on-site services are included in the following tables for reference.
Table 1-1: Standard Priority Level Definitions and Response Times Incident
Priority
Incident Definition On-site Response Time
Critical P1 Core: Core server or core link failure. No redundant server or link available.
Sites/Subsites: Primary site down. Two RF sites or
more than 10% of RF sites down, whichever is
greater.
Consoles: M ore than 40% of a site’s console
positions down.
Conventional Channels: Conventional Channel
Gateways (CCGW) down without redundant
gateways available.
Security Features: Security is non-functional or
degraded.
Response provided 24/7 until
service restoration.
Field service technician
arrival on-site within 4 hours
of receiving dispatch
notification.
High P2 Core: Core server or link failures. Redundant
server or link available.
Consoles: B etween 20% and 40% of a site’s
console positions down.
Sites/Subsites: One RF site or up to 10% of RF
sites down, whichever is greater.
Conventional Channels: Up to 50% of CCGWs
down. Redundant gateways available.
Network Elements: Site router, site switch, or GPS
server down. No redundant networking element
available.
Response provided 24/7 until
service restoration.
Field service technician
arrival on-site within 4 hours
of receiving dispatch
notification.
Medium P3 Consoles: Up to 20% of a site’s console positions down.
Conventional Channels: Single channel down.
Redundant gateway available.
Network Elements: Site router/switch or GPS
server down. Redundant networking element
available.
Response provided during
normal business hours until
service restoration.
Field service technician
arrival on-site within 8 hours
of receiving dispatch
notification.
Low P4 Service Requests: Minor events and warnings in
the system. Preventative and planned maintenance
activities (scheduled work).
Not applicable.
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Motorola Solutions Confidential Restricted Customer Technician Dispatch Statement of Work 1-5 Table 1-2: Premier Priority Level Definitions and Response Times Incident
Priority
Incident Definition On-site Response Time
Critical P1 Core: Core server or core link failure. No redundant server or link available.
Sites/Subsites: Primary site down. Two RF sites or
more than 10% of RF sites down, whichever is greater.
Consoles: More than 40% of a site’s console positions
down.
Conventional Channels: Conventional Channel
Gateways (CCGW) down without redundant gateways
available.
Security Features: Security is non-functional or
degraded.
Response provided 24/7
until service restoration.
Field service technician
arrival on-site within 2
hours of receiving
dispatch notification.
High P2 Core: Core server or link failures. Redundant server or link available.
Consoles: Between 20% and 40% of a site’s console
positions down.
Sites/Subsites: One RF site or up to 10% of RF sites
down, whichever is greater.
Conventional Channels: Up to 50% of CCGWs down.
Redundant gateways available.
Network Elements: Site router, site switch, or GPS
server down. No redundant networking element
available.
Response provided 24/7
until service restoration.
Field service technician
arrival on-site within 2
hours of receiving
dispatch notification.
Medium P3 Consoles: Up to 20% of a site’s console positions down.
Conventional Channels: Single channel down.
Redundant gateway available.
Network Elements: Site router/switch or GPS server
down. Redundant networking element available.
Response provided
during normal business
hours until service
restoration.
Field service technician
arrival on-site within 8
hours of receiving
dispatch notification.
Low P4 Service Requests: Minor events and warnings in the system. Preventative and planned maintenance activities (scheduled work).
Not applicable.
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Motorola Solutions Confidential Restricted Customer Technician Dispatch Statement of Work 1-6 Table 1-3: Limited Priority Level Definitions and Response Times Incident
Priority
Incident Definition On-site Response Time
Critical P1 Core: Core server or core link failure. No redundant server or link available.
Sites/Subsites: Primary site down. Two RF sites or
more than 10% of RF sites down, whichever is
greater.
Consoles: M ore than 40% of a site’s console
positions down.
Conventional Channels: Conventional Channel
Gateways (CCGW) down without redundant
gateways available.
Security Features: Security is non-functional or
degraded.
Response provided during
normal business hours until
service restoration.
Field service technician
arrival on-site within 4 hours
of receiving dispatch
notification.
High P2 Core: Core server or link failures. Redundant
server or link available.
Consoles: B etween 20% and 40% of a site’s
console positions down.
Sites/Subsites: One RF site or up to 10% of RF
sites down, whichever is greater.
Conventional Channels: Up to 50% of CCGWs
down. Redundant gateways available.
Network Elements: Site router, site switch, or GPS
server down. No redundant networking element
available.
Response provided during
normal business hours until
service restoration.
Field service technician
arrival on-site within 4 hours
of receiving dispatch
notification.
Medium P3 Consoles: Up to 20% of a site’s console positions down.
Conventional Channels: Single channel down.
Redundant gateway available.
Network Elements: Site router/switch or GPS
server down. Redundant networking element
available.
Response provided during
normal business hours until
service restoration.
Field service technician
arrival on-site within 8 hours
of receiving dispatch
notification.
Low P4 Service Requests: Minor events and warnings in
the system. Preventative and planned maintenance
activities (scheduled work).
Not applicable.
24 The de
sign, technical, and price information furnished with this proposal is proprietary information of Motorola Solutions, Inc. (Motorola). Such information is submitted with the restriction that it is to be used only for the evaluation of the proposal, and is not to be disclosed publicly or in any manner to anyone other than those required to evaluate the proposal, without the express written permission of Motorola Solutions, Inc.
MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2022 Motorola Solutions, Inc. All rights reserved.
PS-000123456
Servicer Provided Annual
Pr
eventative Maintenance Level 1
Statement of Work
25 Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work M onth Day, Year Table of Contents
Use or disclosure of this proposal is subject to the restrictions on the cover page.
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Table of Contents
S
ection 1
Se
rvicer Provided Annual Preventative Maintenance Level 1 Statement of Work 1 .......... 3
1.1 Overview .............................................................................................................................. 3
1.2 Scope ................................................................................................................................... 3
1.3 Inclusions ............................................................................................................................. 3
1.4 Limitations and Exclusions ................................................................................................ 3
1.5 Motorola Solutions Responsibilities .................................................................................. 4
1.6 Customer Responsibilities .................................................................................................. 4
1.7 Servicer Responsibilities .................................................................................................... 5
1.7.1 PM Severity Definition ................................... . .................................................................................... 5
1.7.2 Response Time ............................................ ...................................................................................... 5
1.8 Prev
entative Maintenance Tasks ........................................................................................ 5
1.9 Site Performance Evaluation Procedures ........................................................................ 14
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Section 1
Service
r Provided Annual
Preventative M
aintenance Level
1 Statement of Work 1
1.1 Overview
The terms and conditions of this Statement of Work (SOW) are an integ ral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference.
Annual Preventative Maintenance will provide annual operational tests on the Customer’s infrastructure equipment (Infrastructure or Fixed Network Equipment or “FNE”) to monitor the Infrastructure’s conformance to specifications, as set forth in the applicable attached Exhibit(s), all of which are hereby incorporated by this reference.
1.2 Scope
A
nnual Preventive Maintenance will be performed during standard busi ness hours (unless otherwise agreed to in writing). If the system or Customer requirements dictate this service must occur outside of standard business hours, an additional quotation will be provided. Customer is responsible for any charges associated with unusual access requirements or expenses.
1.3 Inclusions
A
nnual Preventive Maintenance service will be delivered on Motor ola sold infrastructure including integrated third party products per the level of service as defined in the below checklist table.
1.4 Limitations and Exclusions
U
nless specifically called out in checklists, the following activities are outside the scope of the Annual Preventive Maintenance service, however, can be included as optional services that are available to Annual Preventive Maintenance customers at an additional cost:
27 Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work M onth Day, Year Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work 1 Use or disclosure of this proposal is subject to the restrictions on the cover page.
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· E mergency on-site visits required to resolve technical issues. · Third party support for equipment not sold by Motorola as part of the original system. · System installations, upgrades, and expansions.
· Customer training.
· Hardware repair and/or exchange.
· Network security services.
· Network transport.
· Information Assurance.
· Motorola services not included in this statement of work. · Any maintenance 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.
· Tower climbs, tower mapping analysis or tower structure analysis.
1.5 Motorola Solutions Responsibilities
· N otify the Customer of any planned system downtime needed to perform this Service. · Advise Customer of issues that may require attention. · Maintain communication with the Customer as needed until completion of the Annual Preventive Maintenance.
· Determine, in its sole discretion, when a case requires more than the Annual Preventive Maintenance services described in this SOW and notify Customer of an alternative course of action.
· Provide Customer with a report documenting system performance against expected parameters along with recommended actions. Time allotment for report completion TBD. · Provide trained and qualified personnel with proper security clearance required to complete Annual Preventive Maintenance service.
1.6 Customer Responsibilities
· P rovide preferred schedule for Annual Preventative Maintenance to Motorola. · Authorize and acknowledge any scheduled system downtime. · Maintain periodic backup of databases, software applications, and firmware. · Establish and maintain a suitable environment (heat, light, and power) for the equipment location and provide Motorola full, free, and safe access to the equipment so that Motorola may provide services. All sites shall be accessible by standard service vehicles. · Submit changes in any information supplied in the Customer Support Plan (CSP) to the Customer Support Manager (CSM).
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· P rovide site escorts in a timely manner if required. · Provide Motorola with requirements necessary for access to secure facilities. · Obtain at Customer’s cost all third party consents or licenses required to enable Motorola to provide the Service.
1.7 Servicer Responsibilities
· P erform Preventive Maintenance tasks as set forth in Table 1 at the level of service the Customer has purchased.
· Provide required diagnostic/test equipment necessary to perform Preventive Maintenance service.
· As applicable, use the Method of Procedure (MOPs) as defined for each task.
1.7.1 PM Severity Definition
T
able 1-1: PM Severity Definition Table
Severity Level/Priority Level Problem Types
Severity 4/Low Priority A Severity Level 4 is defined as scheduled maintenance or upgrade.
1.7.2 Re sponse Time
· P lease note that Preventive Maintenance cases are opened as a Severity 4, however the commitment times should be based on the Customers Support Plan. · Servicer must provide update before the specific contractual commitments come due.
Customer’s Response Time Classification is designated in the Service Agreement.
Table 1-2: Response Time
Severity Level/Priority Level Accept Assignment Case Closure Severity 4/Low Priority Within 48 hours from receipt of Notification.
Standard Business Day.
Within 30 days from receipt of
Notification.
Standard Business Day.
1.8 Prev entative Maintenance Tasks
MASTER SITE CHECKLIST - LEVEL 1
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MASTER SITE CHECKLIST - LEVEL 1
SERVERS
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on server type. Capture available diagnostic logs.
NM Client Applications Review UEM events and transport medium types, (microwave/leased line/telco, etc). Event log review for persistent types. Verify all NM client applications are operating correctly.
Verify System SW CD's Perform audit of software media on site. Versions, KC numbers, types, etc.
Complete Backup Verify backups have been done or scheduled. SZ database (BAR), Centracom CDM/ADM database, etc.
Network Time Protocol (NTP) Verify operation and syncing all devices.
Data Collection Devices
(DCD) check (if present)
Verify data collection.
Anti-Virus Verify anti-virus is enabled and that definition files are up to date (within two weeks of current date) on CSMS.
ROUTERS
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on router type. Capture available diagnostic logs.
Verify Redundant Routers Test redundancy in CWR devices. Core router switchover (coordinate with Customer).
SWITCHES
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on switch type. Capture available diagnostic logs.
Verify Redundant Switches Test redundancy in CWR devices. Core router switchover (coordinate with Customer).
DOMAIN CONTROLLERS (non-CSA)
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on server type. Capture available diagnostic logs.
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MASTER SITE CHECKLIST - LEVEL 1
Verify System SW CD's Perform audit of software media on site. Versions, KC numbers, types, etc.
FIREWALLS
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on server type. Capture available diagnostic logs.
LOGGING EQUIPMENT
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on server type. Capture available diagnostic logs.
Server CPU Health i.e. memory, HDD, CPU, disk space/utilization.
PRIME SITE CHECKLIST - LEVEL 1
SOFTWARE
Verify System SW CD's Perform audit of software media on site. Versions, KC numbers, types, etc.
SWITCHES
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on switch type. Capture available diagnostic logs.
Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways.
Routers
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Capture Diags Perform recommended diagnostic tests based on router type. Capture available diagnostic logs.
Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways.
MISCELLANEOUS EQUIPMENT
Equipment Alarms Check LED and/or other status indicators for fault conditions.
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PRIME SITE CHECKLIST - LEVEL 1
Capture Diags Perform recommended diagnostic tests based on server type. Capture available diagnostic logs.
Site Frequency Standard
Check (TRAK)
Check lights and indicators for A/B receivers.
Site Controllers
Capture Diags Perform recommended diagnostic tests based on server type. Capture available diagnostic logs.
Equipment Alarms Check LED and/or other status indicators for fault conditions.
Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways.
COMPARATORS
Equipment Alarms Verify no warning/alarm indicators.
Capture Diags Perform recommended diagnostic tests based on server type. Capture available diagnostic logs.
Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways.
DISPATCH SITE CHECKLIST - LEVEL 1
GENERAL
Inspect all Cables Inspect all cables/connections to external interfaces are secure.
Mouse and Keyboard Verify operation of mouse and keyboard.
Configuration File Verify each operator position has access to required configuration files.
Console Op Time Verify console op time is consistent across all ops.
Screensaver Verify screensaver set as Customer prefers.
Screen Performance Verify screen operational/performance.
Touchscreen Verify touchscreen operation (if applicable).
Cabling/Lights/Fans Visual inspection of all equipment - cabling/ lights/ fans.
Filters/Fans/Dust Clean any filters/ fans/ dust- all equipment.
Monitor and Hard Drive Confirm monitor and hard drive do not "sleep." DVD/CD Verify / clean DVD or CD drive.
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DISPATCH SITE CHECKLIST - LEVEL 1
Time Synchronization Verify console time is synchronized with NTP server.
Anti-Virus Verify anti-virus is enabled and that definition files are up to date (within two weeks of current date).
HEADSET UNPLUGGED TESTING
Speakers Test all speakers - audio quality, volume, static, drop-outs, excess hiss when turned up.
Channel Audio in Speaker Verify selected channel audio in select speaker only.
Footswitch Pedals Verify both footswitch pedals operational.
Radio On-Air Light Verify radio on air light comes on with TX (if applicable).
Radio TX and RX Verify radio TX/RX from both headset jacks. Verify levels OK. Check volume controls for noise/static or drop-outs.
Speaker Mute Verify select speaker muted.
Telephone Operation Verify telephone operational through both headset jacks. Check volume controls for noise/static or drop-outs.
Audio Switches Verify select audio switches to speaker when phone off-hook. (if interfaced to phones).
Radio Takeover in Headset Verify radio-takeover in headset mic when phone off-hook (mic switches to radio during PTT and mutes to phone).
OTHER TESTS
Phone Status Light Verify phone status light comes on when phone off-hook (if applicable).
Desk Microphone Operation Confirm desk mic operation (if applicable).
Radio IRR Operation Verify radio IRR operational (if applicable) on MOT dispatch.
Telephone IRR Operation Verify telephone [if on radio computer] IRR operational (if applicable) on MOT dispatch.
Recording Verify operator position being recorded on long term logging recorder (if applicable) if included in service agreement.
COMPUTER PERFORMANCE TESTING
Computer Reboot Reboot op position computer.
Computer Operational Confirm client computer is fully operational (if applicable).
AUDIO TESTING
Conventional Resources Confirm all conventional resources are functional with adequate audio levels and quality.
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DISPATCH SITE CHECKLIST - LEVEL 1
Secure Mode Confirm any secure talkgroups are operational in secure mode.
Trunked Resources Confirm all trunked resources on screen are functioning by placing a call in both directions (at the Customer discretion) and at a single op position.
Backup Resources Confirm backup resources are operational.
EQUIPMENT ROOM TESTS
Recording - AIS Test Verify audio logging of trunked calls.
Recording Test op position logging on analog recorder (with Customer assistance).
System Alarms Review alarm system on all equipment for errors.
Capture Diags Perform recommended diagnostic tests based on equipment. Capture available diagnostic logs.
Verify System SW CD's Perform audit of software media on site. Versions, KC numbers, types, etc.
Software - FSB's and Patches Review all applicable FSB's and patches for equipment and update.
PLAYBACK STATION (Motorola Provided)
Capture Diags Perform recommended diagnostic tests based on equipment. Capture available diagnostic logs.
Recall Audio Verify that radio/telephone audio can be recalled.
RF SITE CHECKLIST - LEVEL 1
RF PM CHECKLIST
Equipment Alarms Verify no warning/alarm indicators.
Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways.
Site Frequency Standard
Check
Check lights and indicators for A/B receivers.
Basic Voice Call Check Voice test each voice path, radio to radio.
Control Channel Redundancy
(trunking)
Roll control channel, test, and roll back.
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RF SITE CHECKLIST - LEVEL 1
Site Controller Redundancy
(trunking) - ASR only
Roll site controllers with no dropped audio.
PM Optimization Workbook Complete Site PM checks - Frequency Error, Modulation Fidelity, Forward at Set Power, Reverse at Set Power, Gen Level Desense no Tx
MOSCAD CHECKLIST - LEVEL 1
MOSCAD SERVER
Equipment Alarms Verify no warning/alarm indicators.
Check Alarm/Event History Review MOSCAD alarm and events to find if there are chronic issues.
Windows Event Logs Review Windows event logs. Save and clear if full.
Password Verification Site devices to verify passwords. Document changes if any found.
Verify System SW CD's Perform audit of software media on site. Versions, KC numbers, types, etc.
MOSCAD CLIENT
Equipment Alarms Verify no warning/alarm indicators.
Check Alarm / Event History Review MOSCAD alarm and events to find if there are chronic issues.
Windows Event Logs Review Windows event logs. Save and clear if full.
Password Verification Site devices to verify passwords. Document changes if any found.
Verify System SW CD's Perform audit of software media on site. Versions, KC numbers, types, etc.
MOSCAD RTU's
Equipment Alarms Verify no warning/alarm indicators.
Verify Connectivity Verify Connectivity.
FACILITIES CHECKLIST - LEVEL 1
VISUAL INSPECTION EXTERIOR
ASR Sign Verify that the ASR sign is posted.
Warning Sign - Tower Verify warning sign is posted on the tower.
35 Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work M onth Day, Year Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work 1 Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted
FGM21PC12345
FACILITIES CHECKLIST - LEVEL 1
Warning Sign - Gate Verify that a warning sign is posted at the compound gate entrance. 10 Rule Sign Verify that a 10 rules sign is posted on the inside of the shelter door.
Outdoor Lighting Verify operation of outdoor lighting/photocell.
Exterior of Building Check exterior of building for damage/disrepair.
Fences / Gates Check fences/gates for damage/disrepair.
Landscape / Access Road Check landscape/access road for accessibility.
VISUAL INSPECTION INTERIOR
Electrical Surge Protectors Check electrical surge protectors for alarms.
Emergency Lighting Verify emergency lighting operation.
Indoor Lighting Verify indoor lighting.
Equipment Inspection Visually inspect that all hardware (equipment, cables, panels, batteries, racks, etc.) are in acceptable physical condition for normal operation.
Regulatory Compliance
(License, ERP, Frequency,
Deviation)
Check station for regulatory compliance. Update station logs.
Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways.
UPS
Visual inspection (condition,
cabling)
Verify corrosion, physical connections, dirt/dust, etc.
GENERATOR
Visual Inspection Verify, check panel housing, cracks, rust and weathering. Physical connections, corrosion, dirt/dust, etc.
Fuel Verify fuel levels in backup generators, document date of last fuel delivered from fuel service provider.
Oil Check the oil dipstick for proper level. Note condition of oil.
Verify operation (no
switchover)
Check, verify running of generator, ease of start or difficult. Is generator "throttling" or running smooth? Any loud unusual noise? Etc.
Motorized Dampers Check operation.
36 Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work M onth Day, Year Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work 1 Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted
FGM21PC12345
FACILITIES CHECKLIST - LEVEL 1
HVAC
Air Filter Check air filter and recommend replacement if required.
Coils Check coils for dirt and straightness.
Outdoor Unit Check that outdoor unit is unobstructed.
Wiring Wiring (insect/rodent damage).
Cooling / Heating Check each HVAC unit for cooling/heating.
Motorized Dampers Check operation.
MICROWAVE CHECKLIST - LEVEL 1
GENERAL
Transport Connectivity Confirm transport performance by viewing UEM for site link warnings or errors.
Full Optimization Perform full optimization per vendor specifications.
RADIO
Alarms Check alarm / event history.
Software Verify version of application.
TX Frequency Verify transmit frequency.
TX Power Verify transmit power.
RX Frequency Verify receive frequency.
RX Signal Level Verify receive signal level and compare with install baseline documentation.
Save configuration Save current configuration for off site storage.
Backhaul Performance Monitor UEM status (alarms, logs, etc.) for all links. If UEM not used to monitor microwave, then use provided microwave alarm mgmt server.
WAVEGUIDE
Visual Inspection Inspect for wear or dents (from ground using binoculars).
Connection Verification Verify all connections are secured with proper hardware (from ground using binoculars).
DEHYDRATOR
Visual Inspection Inspect moisture window for proper color.
Pressure Verification Verify pressure of all lines.
Re-Pressurization Bleed lines temporarily to verify the dehydrator re-pressurizes.
Run Hours Record number of hours ran.
37 Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work M onth Day, Year Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work 1 Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted
FGM21PC12345
TOWER CHECKLIST - LEVEL 1 (No Climb)
GENERAL
Line Sweeps Perform signature sweep testing procedure and compare to baseline for any changes. Report any problems.
STRUCTURE CONDITION - From ground level only
Rust Check structure for rust.
Cross Members Check for damaged or missing cross members.
Safety Climb Check safety climb for damage.
Ladder Verify that ladder system is secured to tower.
Welds Check for cracks or damaged welds.
Outdoor lighting/photocell Test outdoor lighting and photocell.
Drainage Holes Check that drainage holes are clear of debris.
Paint Check paint condition.
TOWER LIGHTING
Lights/Markers Verify all lights/markers are operational.
Day/Night Mode Verify day and night mode operation.
Power Cabling Verify that power cables are secured to tower.
ANTENNAS AND LINES
Antennas Visually inspect antennas for physical damage (from ground using binoculars).
Transmission Lines Verify that all transmission lines are secure on the tower.
GROUNDING
Structure Grounds Inspect grounding for damage or corrosion.
GUY WIRES
Tower Guys Check guy wires for fraying and tension.
Guy Wire Hardware Check hardware for rust.
CONCRETE CONDITION
Tower Base Check for chips or cracks.
1.9 Site Perfor mance Evaluation Procedures
The Preventive Maintenance service includes the site performance e valuation procedures listed in this section.
38 Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work M onth Day, Year Servicer Provided Annual Preventative Maintenance Level 1 Statement of Work 1 Use or disclosure of this proposal is subject to the restrictions on the cover page.
Motorola Solutions Confidential Restricted
FGM21PC12345
ASTRO 25 GTR ESS SITE PERFORMANCE
Antennas
Transmit Antenna Data
Receive Antenna System Data
Tower Top Amplifier Data
FDMA Mode
Base Radio Transmitter Tests
Base Radio Receiver Tests
Base Radio Transmit RFDS Tests
Receive RFDS Tests with TTA (if applicable)
Receive RFDS Tests without TTA (if applicable)
TDMA Mode
Base Radio TDMA Transmitter Tests
Base Radio TDMA Receiver Tests
TDMA Transmit RFDS Tests
TDMA Receive RFDS Tests with 432 Diversity TTA
TDMA Receive RFDS Tests with 2 Independent TTA's (if applicable) TDMA Receive RFDS Tests without TTA (if applicable)
39 MOTOROLA CUSTOMER SUPPORT PLAN
Prepa
red For:
SIMI VALLEY, CITY OF
2929 TAPO CANYON RD
SIMI VALLEY, CA 93063
EXHIBIT B: CUSTOMER SUPPORT PLAN
40 T
ABLE OF CONTENTS
1. Introduction
2. Glossary of Terms
3. Warranty and/or Service Information
4. Contacts Details: Customer & Motorola Solutions
5. List of Available Services
6. How to Obtain Services with Site Summary
41 1.
Introduction
Your Customer Support Plan contains everything you need to know to take advantage of the services provided in your contract. This support plan was designed to help transition you from the pre-sales, staging, and installation phases to the delivery of life cycle support services for your system. Motorola supports your communication system with several expert service groups, each performing a specific function and working together to provide you with fast response and quick closure to issues.
The Terms and Conditions of customer contract agreement will take precedence over this Customer Support Plan. In case of any contradiction, please contact the Motorola representative(s)
Please take a moment to review this Customer Support Plan. Your Customer Support Manager can answer any further questions you may have.
42 2.
Glossary of Terms and Acronyms
Case Number The number assigned to a customer's request for service. The Call Center electronically tracks all Case Numbers to assure customer satisfaction.
CSM Customer Support Manager
CSP Customer Support Plan
ETA Estimated time of arrival is an estimate of when the field technician will arrive at the customer's site.
FRU A Field Replaceable Unit which is any module or board which can be removed from a piece of fixed equipment and exchanged with an identical module or board.
IDO Infrastructure Depot Operations
Local Service
Provider
A Customer authorized service provider or a Motorola Field Technical Representative
MSD Motorola Service Desk
Response Response times are defined as having an on-site technician, or a remote systems support specialist having taken assignment of the issue and working on the system.
RSC Radio Service Center – Subscriber repair center
SCC System Component Center - Systems Repair Center
SSC System Support Center
Severity Each incoming call is assigned a severity level of Severity One, Two, Three and Four. Severity levels determine the Response Time Commitments.
43 3.
Warranty and/or Service Agreement Information
Customer Number: 1011679208
Billing Tag : 0002
Service Agreement Information
S
ervice Agreement number : USC000004868
Service Agreement Modifier : R03-JULY-2022
Service Agreement start date: 01-JUL-2022
Service Agreement end date : 30-JUN-2024
44 4.
Motorola Solutions and Customer Contacts
Your Motorola Customer Support Manager provides coordination of support resources to enhance the quality of service delivery and to ensure your satisfaction. The Customer Support Manager (CSM) is responsible to oversee the execution of your support contract (maintenance or warranty) by serving in the role of customer advocate. They serve as a point of contact for issue resolution and escalation, monitoring of our contractual performance, providing review and analysis of process metrics and fostering a relationship for continuous improvement with customers.
Any changes to the information in this document should be communicated to your Customer Support Manager as soon as possible.
Your Customer Support Manager is Ellen Vanhole
Phone: (201) 482-9824
Email: [email protected]
A
ccount Manager
Y
our Account Manager serves as your contact for information on new products and services, expansion of communications to meet growth needs for your organization, and ensure your satisfaction
Your Account Manager is:
Phone:
Email:
45 Key Customer Contacts
P
lease contact CSM if any of the information provided below has changed.
Primary Address:
Simi Valley, City Of
2929 Tapo Canyon Rd,
Simi Valley, CA 93063
Customer Communications Director:
Service Escalations:
Customer Technician Dispatch Contacts:
Technician Contacts:
Security Update Service Notifications:
ECase Management:
Name : Jeremiah Sanders
Phone: 805-583-6848
Email : [email protected]
46 5. Overview of Service Descriptions
T
his section briefly describes the services SIMI VALLEY, CITY OF will receive under your contract. For further details, on the terms of your contract or your contracted Statement of Work, please contact your Customer Support Manager or Account Manager.
Tech
nical Support
Di
spatch Service
OnS
ite Infrastructure Response-Standard
Netw
ork Preventive Maintenance Legacy
In
frastructure Repair with Advanced Replacement
47 6.
How to Obtain Contracted Sold Services
Serv
ice Calls will be used for many customer initiated requests. The information provided during the service call will be type of request.
To Place a Service Call...
Step What you need to do: Information to Provide
1 Call Motorola Call Center Operations 800-323-9949
2 Provide Your Customer Name SIMI VALLEY, CITY OF
3 Type of Request “I would like to open a service call” :
Incident/Service Request /Technical Question
4 Provide System & Site ID # Refer to Site Summary
5 Identify the Severity Level See Severity Table below
6 Your Name and Telephone Number
7 Description of the Issue As detailed as possible.
8 Record the Service Case Number provided to you by the Customer Support Representative for service call tracking purposes.
If on site support is required to resolve the service request, the Customer Support Representative will dispatch the appropriate local field service provider.
To inquire on the Status of a Service Call...
1 Call Motorola Call Center Operations 800-323-9949
2 Provide Your Customer Name SIMI VALLEY, CITY OF
3 Provide Type of Request ''I would like to check on the status of a Issue.'' 4 The Service Case number assigned at
the time the service call was opened.
The number you documented in Step #8
48 Pr
iority Level Definitions
Priority Level Matrix
These definitions are different based on technology and geography – Kindly check with local operations team to get the definitive list
Incident Priority Definition
Critical – P1 Core: Core server or core link failure. No redundancy available.
Sites/ Subsites: Primary site down. Two RF sites or more than 10% of RF sites down, whichever is greater.
Consoles: More than 40% of a site’s console positions down.
Conventional Channels: Conventional Channel Gateways (CCGW) down without redundancy available.
Security Features: Security is non-functional or degraded.
Alarm Events: Door, motion, intrusion, power failure, or environmental alarms triggered.
High – P2 Core: Core server or link failures. Redundancy available.
Consoles: Between 20% and 40% of a site’s console positions down.
Sites/ Subsites: One RF site or up to 10% of RF sites down, whichever is greater.
Conventional Channels: Up to 50% of CCGWs down. Redundancy available.
Network Elements: Site router, site switch, or GPS server down. No redundancy available
Medium – P3 Consoles: Up to 20% of a site’s console positions down.
Conventional Channels: Single channel down. Redundancy available.
Network Elements: Site router/switch or GPS server down. Redundancy available.
Low – P4 Service Requests: Minor events and warnings in the system. Preventative and planned maintenance activities (scheduled work).
NO
TE: The above priority level definitions do NOT apply to the Managed ISSI service. Please refer to the Ma
naged ISSI Statement of Work (SOW) for applicable severity definitions
49
50 Net
work Preventative Maintenance Schedule
System Name NPM Date
CVC90E MAY-2024
CVC90E01 MAY-2024
CVC90E02 MAY-2024
CVC90E03 MAY-2024
CVC90E04 MAY-2024
CVC90E05 MAY-2024
CVC90ED1 MAY-2024
51 S
SC Site Summary with Services
SITE ID SITE NAME SITE ADDRESS SERVICE PROVIDER
D
I
S
A
E
I
R
S
N
O
I
R
T
S
N
P
M
CVC90E Simi Valley
Police
Department
3901 ALAMO ST
SIMI VALLEY, CA 93063
DAY MANAGEMENT CORP
Burbank, CA X X X X X X
CVC90E01 Oat Mountain
State of CA
Bldg
END OF OAT MTN RD
CHATSWORTH, CA 91311
DAY MANAGEMENT CORP
Burbank, CA X X X X X X
CVC90E02 Stow Water
Tank
OFF YOSEMITE RD, N OF SR 118
SIMI VALLEY, CA 93063
DAY MANAGEMENT CORP
Burbank, CA X X X X X X
CVC90E03 McCoy Water
Tank
OFF PRESIDENTIAL BLVD AT
REAGAN LIBRARY
SIMI VALLEY, CA 93065
DAY MANAGEMENT CORP
Burbank, CA X X X X X X
CVC90E04 Torrey Mtn
State of CA
Bldg
END OF TORREY MTN RD
PIRU, CA 93040
DAY MANAGEMENT CORP
Burbank, CA X X X X X X
CVC90E05 Ventura County
Govt Ctr
800 S VICTORIA
VENTURA, CA 93004
DAY MANAGEMENT CORP
Burbank, CA X X X X X X
CVC90ED1 Simi Valley
Police
Department
3901 ALAMO ST
SIMI VALLEY, CA 93063
DAY MANAGEMENT CORP
Burbank, CA X X X X X X
CVC90EM1 Simi Valley
Police
Department
3901 ALAMO ST
SIMI VALLEY, CA 93063
DAY MANAGEMENT CORP
Burbank, CA X X
CVC90EM3 Stow Water
Tank
OFF YOSEMITE RD, N OF SR 118
SIMI VALLEY, CA 93063
DAY MANAGEMENT CORP
Burbank, CA X X
Acronym Meaning
52 AE Advance Exchange
DIS Dispatch
IR Infrastructure Repair
NPM Network Preventive
Maintenance
SNOIR On Site Infrastructure
Response-Standard
TS Technical Support
53
City of Simi Valley, Exhibit C: Insurance Page 1 of 3
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