Motorola Responsibilities. 2.3.1.1 Perform system infrastructure upgrade in accordance with the system elements outlined in this SOW.
Motorola Responsibilities. 2.2.1.1 Perform appropriate system backups.
2.2.1.2 Work with the Customer to validate that all system maintenance is current.
2.2.1.3 Work with the Customer to validate that all available patches and antivirus updates have been updated on the customer’s system.
Motorola Responsibilities. 2.4.1.1 Validate all certified system upgrade deliverables are complete as contractually required.
2.4.1.2 Deliver post upgrade implementation training to the customer as needed, up to once per system.
2.4.1.3 Obtain upgrade completion sign off from the customer.
Motorola Responsibilities. 2.1.1.1 Obtain and review infrastructure system audit data as needed.
2.1.1.2 Identify additional system equipment needed to implement a system release, if applicable.
2.1.1.3 Complete a proposal defining the system release, equipment requirements, installation plan, and impact to system users.
2.1.1.4 Advise Customer of probable impact to system users during the actual field upgrade implementation.
2.1.1.5 Inform Customer of high speed internet connection requirements.
2.1.1.6 Assign program management support required to perform the certified system upgrade.
2.1.1.7 Assign field installation labor required to perform the certified system upgrade.
2.1.1.8 Assign upgrade operations engineering labor required to perform the certified system upgrade.
2.1.1.9 Deliver release impact and change management training to the primary zone core owners, outlining the changes to their system as a result of the upgrade path elected. This training needs to be completed at least 12 weeks prior to the scheduled upgrade. This training will not be provided separately for user agencies who reside on a zone core owned by another entity. Unless specifically stated in this document, Motorola will provide this training only once per system.
Motorola Responsibilities. 2.1.1.1 Obtain and review infrastructure system audit data as needed.
2.1.1.2 Identify additional system equipment needed to implement a system release, if applicable.
2.1.1.3 Complete a proposal defining the system release, equipment requirements, installation plan, and impact to system users.
2.1.1.4 Advise Customer of probable impact to system users during the actual field upgrade implementation.
2.1.1.5 Inform Customer of high speed internet connection requirements.
2.1.1.6 Assign program management support required to perform the system upgrade.
2.1.1.7 Assign field installation labor required to perform the system upgrade.
2.1.1.8 Assign upgrade operations engineering labor required to perform the system upgrade.
2.1.1.9 Deliver release impact and change management training to the primary zone core owners, outlining the changes to their system as a result of the upgrade path elected. This training needs to be completed at least 12 weeks prior to the scheduled upgrade. This training will not be provided separately for user agencies who reside on a zone core owned by another entity. Unless specifically stated in this document, Motorola will provide this training only once per system.
Motorola Responsibilities. Motorola’s general responsibilities include the following: • Perform the installation of the Motorola supplied equipment described above. • Schedule the implementation in agreement with Fort Bend County. • Perform configuration and programming of files/CCGWs. • Administer safe work procedures for installation. • Provide Fort Bend County with the appropriate system interconnect specifications.
Motorola Responsibilities. 2.1. Provide dedicated Connectivity through a private network connection necessary for monitoring ASTRO, ASTRO25, SmartZone/ OmniLink, Private Data, and Harmony Wireless Communications network types. The Connectivity Matrix set forth in Appendix 1 further describes the Connectivity options.
2.2. If determined necessary by Motorola, provide Motorola owned equipment for monitoring ASTRO and ASTRO 25 System elements.. If Motorola installs or replaces Motorola owned equipment, the type of equipment and location installed is listed in the Motorola Owned & Supplied Equipment Table.
2.3. If determined necessary by Motorola, provide Motorola owned equipment for monitoring SmartNet system elements. If Motorola installs or replaces Motorola owned equipment, the type of equipment and location installed is listed in the Motorola Owned & Supplied Equipment Table.
2.4. Verify Connectivity and Event monitoring prior to System Acceptance or Start Date.
2.5. Continuously receive data from Customer monitored System and Customer initiated service requests.
2.6. Remotely access the Customer’s System to perform remote diagnosis as permitted by Customer pursuant to section 3.1.
2.7. Create a Case, as necessary. Gather information to perform the following:
2.7.1. Characterize the issue 2.7.2. Determine a plan of action 2.7.3. Assign and track the Case to resolution.
2.8. Contact technician or other representative designated by Customer as the dispatch contact (Customer Contact) and provide necessary Case information collected in 2.7.
2.8.1. If Customer contact does not respond to Motorola as required by the Customer Support Plan provided by Customer pursuant to section 3.5 below, Motorola will continue to attempt to reach Customer contact every 10 minutes until contact has been attempted for each name set forth in the pre-defined escalation contact table provided by Customer pursuant to section 3.5.2.
2.8.2. Upon attempting each name on the pre-defined escalation contact table, Motorola will either send an email or leave a voice mail message with the Customer contact notifying Customer contact of the Case. Thereafter, Motorola will defer the Case to the next Standard Business Day.
2.8.3. On the next Standard Business Day, Motorola will attempt to reach the Customer contact again as set forth in section 2.8.1. If all contacts on the Customer escalation table provided pursuant to 3.5.2 have been attempted, without receiving any Customer response, Motorola will close the Case. Moto...
Motorola Responsibilities. 2.1.1.1 Obtain and review infrastructure system audit data as needed.
2.1.1.2 Identify the backlog accumulation of security patches and antivirus updates needed to implement a system release. If applicable, provide a quote for the necessary labor, security patches and antivirus updates.
2.1.1.3 If applicable, identify additional system hardware ne ded to implement a system release and if the customer has added hardware that is not covered under this agreement.
2.1.1.4 Complete a proposal defining the system release, equipment requirements, installation plan, and impact to system users.
2.1.1.5 Advise Customer of probable impact to system users during the actual field upgrade implementation.
2.1.1.6 If applicable, advise the Customer of the network connections specifications necessary to perform the system upgrade.
2.1.1.7 Assign program management support required to perform the certified system upgrade.
2.1.1.8 Assign field installation labor required to perform the certified system upgrade.
2.1.1.9 Assign upgrade operations engineering labor required to perform the certified system upgrade.
2.1.1.10 Deliver release impact and change management training to the primary zone core owners, outlining the changes to their system as a result of the upgrade path elected. This training needs to be completed at least 12 weeks prior to the scheduled upgrade. This training will not be provided separately for user agencies who reside on a zone core owned by another entity. Unless specifically stated in this document, Motorola will provide this training only once per system.
Motorola Responsibilities. 2.1.1.1 Obtain and review infrastructure system audit data as needed.
2.1.1.2 Identify the backlog accumulation of security patches and antivirus updates needed to implement a system release. If applicable, provide a quote for the necessary labor, security patches and antivirus updates.
2.1.1.3 If applicable, identify additional system hardware needed to implement a system release and if the customer has added hardware that is not covered under this agreement.
2.1.1.4 Complete a proposal defining the system release, equipment requirements, installation plan, and impact to system users.
2.1.1.5 Advise Customer of probable impact to system users during the actual field upgrade implementation.
2.1.1.6 Inform Customer of high speed internet connection requirements.
2.1.1.7 Assign program management support required to perform the certified system upgrade.
2.1.1.8 Assign field installation labor required to perform the certified system upgrade.
2.1.1.9 Assign upgrade operations engineering labor required to perform the certified system upgrade.
2.1.1.10 Deliver release impact and change management training to the primary zone core owners, outlining the changes to their system as a result of the upgrade path elected. This training needs to be completed at least 12 weeks prior to the scheduled upgrade. This training will not be provided separately for user agencies who reside on a zone core owned by another entity. Unless specifically stated in this document, Motorola will provide this training only once per system.
Motorola Responsibilities. 2.4.1.1 Validate all certified system upgrade deliverables are complete as contractually required.
