HomeMy WebLinkAboutAgreement_General_08/09/2018_Motorola Solutions 0 MOTCWOLA SOLUTIONS SERVICES AGREEMENT
Aft IwaAi wW Se*e SWpW4&OF Contract Number USC000005313
1301 East Alaorgrin Road
MIX)247-2346
Date:07/07/2018
Company Name: Tequesta.Village Of Required P.O.: No
Attn: Customer#: 1012622016
Bing Address: 357 Tequesta Dr Bill to Tag#: 0001
City,State,Zip: Tequesta,FL,33469 Contract Start Date: 10/0112018
Customer Contact: Contract End Date: 09/3012019
Phone: Anniversary Day: Sep 30th
Payment Cycle: MONTHLY
PO#:
CITY MODEL/OPTION SERMCES DESCRIPTION MONTHLY EXTENDED
EXT AMT
Total Services $1,352.00 $16,224.00
SPECIAL INSTRUCTIONS-ATrAcm Subtotal-Recurring Services
STATEI11i W OF WORC FOR P10WOMYMIM OESCFSrrX NS
Subtotal-One-Time Event
Services
Total $1,352.00 $16,224.00
Taxes - -
SERVICE AGREEMENT TO COVER 2 MCC5ti00 Grand Total
CONSOLES,29 APXWW PORTABLES,10 $1,35Z.00 $16,224.00
APX6=MOBILES AND 3 APX75W THIS SERVICE ANOWrT ri$L1WCT TO$TATE NO LOCAL TAXING
CONSOLETTES.SERVICES INCLUDED: AMISDICrIONS wry APP CAS F TO cue VEWED BY MOTORGLA
DISPATCH.TECHNICAL SUPPORT,
INFRASTRUCTURE REPAIR WITH ADVANCED
REPU%C9MENT,ON SITE INFRASTRUCTURE
RESPONSE-PREMIER AND LOCAL RADIO
COMBO PACKAGE.
The prices quoted via this service aonkad renewal
are valid only until expiration of the current service
oorranact. If Customer does not provide to MSI a
vaid,executed contract renewal wMw 30 days of
.r Ia t wpiration a orle*no aftWiloysitIve lee
equal lo 5%of ft wAnequent years annual
contrad rite will be billed to the Customer upon
mestabrshme d of to wWW service coneW.
Price wi h 5%AdminisUalion fee once delinquent
$?KOO
S s city Stall
MOTOROLA SOUTH FLORIDA FSO PLANITATIO FL
N
MOTOROLA SYSTEM SUPPORT CENTER ELGIN IL
MOTOROLA SYSTEM SUPPORT CTR-CALL SCHAUMBU IL
CENTER D0006 RG
MOTOROLA SYSTEM SCHAUMBU IL
SUPPORT-TECHNICAL SUPPORT DOD68 RG
I received Sta/errteros of Work that describe the services provided on this Apreernent.Motorols's Service Terms
and Conditions,a copy of which Is attached to this Service Ayreernent,is Incorporated hw*ln by this reference.
1
Or S"�"IF
AUT ORIZ S O ER SIGNATURE YITLE DATE
CUST ER(PRINT NAME)
M OLA REPRESENTATIV (SI NA URE) TITLE DATE
Cindee Markes 954-520-8868
MOTOROLA REPRESENTATIVE(PRINT NAME) PHONE
Company Name: Tequesta, Village Of
Contract Number: USC000005313
Contract Start Date: 10/01/2018
Contract End Date: 09/30/2019
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a MOTOROLA SOLUTIONS
Call Center Operations 1-800-323-9949
Tequesta, Village of
To Place a Service Call for the Radio System excludes subscribers
Step What you need to do: Information to Provide
1 Call Motorola Call Center Operations 1-800-323-9949 use prompt#1, then prompt#7)
2 Provide Your Customer Name Village of Te uesta
3 Type of Request "I would like too en a service call."
4 Provide System & Site ID# A059SID27
5 Identify the Severity Level See Severity Table below
6 Your Name and Telephone Number
7 Description of the Problem/Failure JAs detailed as possible
8 Record the Service Case Number provided to you by Motorola Call Center
Operations for service call tracking purposes
If on site support is required to resolve the service request, the Motorola call
Center Operations will dispatch the appropriate local field service provider.
To in uire on the Status of a Service Call.....
1 Call Motorola Call Center Operations 1-800-323-9949
2 Provide your"Customer" Name Village of Te uesta
"1 would like to check on the staus of a service
3 Provide Type of Request call."
The Service Case number assigned at the time
4 the service call was opened. The number you documented in Ste #8
SEVERITY LEVELS
Severity & Res onse Times
Level Response Definition
Severity 1 2 Hour Response System/Site down or extremely degraded
Severity 2 4 Hour Response Degraded System/Site
Severity 3 1 Day Response Non emergency, non user effecting
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Customer Name: Village of Tequesta Effective Date: 10/1/2018
Contract Number: USC000005313
Site ID Number: SZO5981
QTY Equipment Description Covered
2 MCC5500 Consoles
29 APX6000 Portables
10 APX6500 Mobiles
3 APX7500 Consolettes
Subscribers include Local Radio Combo with P&D and Annual PM Check
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Customer Name: vllaoe of TeauesW PC Start Date: I 011 MI8
Contract Number. USC000005313
QTY Model Type Serial
1 APX75M Consolette 761 CQK0514
2 APX75M CordahWe 761 CQK0515
3 APX7500 ConsoWe 761 CQK0516
1 APX65W 527COK1574
2 APX6600 527COK1575
3 APX6500 527CQK1576
4 APX6500 527COK1577
5 APX6500 527COK1576
6 APX6500 527CQK1579
7 APX65W 527COK1580
8 APX6500 527COK1581
9 APX6500 527CCJK1582
10 APX6500 527COK1583
1 APX6000 481CQK4378
2 APX6000 481CQK4379
3 APX6000 481 CQK4380
4 APX6000 481CQK4381
5 APX6000 481CAK4382
6 APX6000 481 CCAMS3
7 APX6000 481CQK4384
8 APX6000 481CQK4385
9 APXB000 481 CQK4386
10 APX6000 481COK4387
11 APX6000 481COK4388
12 APX6000 481 CQK4389
13 APX6000 481COK4390
14 APX6000 481 CQK4391
15 APX6000 481 CQK4392
16 APX6000 481CQK4393
17 APXB000 481CQK4394
18 APX6000 481COK4395
19 APX6000 481COK4396
2D APX6000 481 CQK4397
21 APX6000 481 CQK4398
22 APX6000 481COK4399
23 APXBDOD 481CQK4400
24 APX6000 481 CQK4401
25 APX6000 481 CQK4402
26 APXM= 481CRM3438
27 APX6000 481CRM3439
28 APXB000 481 CRM3440
29 APX6000 OICRM3441
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Service Terms and Conditions
Motorola Solutions Inc.("Motorola")and the customer named In this Agreement("Customer")hereby agree as follows:
Section 1.APPLICABILITY
These Service Terms and Conditions apply to service contracts whereby Motorola will provide to Customer either(1)
maintenance, support,or other services under a Motorola Service Agreement,or(2)installation services under a Motorola
installation Agreement.
Section 2.DEFINITIONS AND INTERPRETATION
2.1."Agreement"means flum Service Terms and Conditions;the cover page for the Service Agreement or the
Installation Agreement,as applicable;and any other attachments,as of which are incorporated herein by this reference. In
Interpreting this Agreement and resolving any ambiguities,these 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 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 Custamer's request,Motorola may also provide additional services at Motiorola's
then-applicable rates for the services.
4.2. If Motorda 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 anal are
prescribed by Motorola will be followed.
4.3_ ff 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,A6 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
environrnernts.
4.6. If Equipment cannot,in Motorola's reasonable opinion,be property 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 faikire.Motorola will respond to Customers 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,ads 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 mutticoupler. Motorola has no
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obligations for any transmission medium,such as telephone lines,computer networks,the internet or the worldwide web,
or for Equipment malfunction caused by the traion medium.
Section 6.TIME AND PLACE OF SERVICE
Service will be provided at the location specified in this Agreement.When Motorola perfvmis 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 wit 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 hekopter or other unusual access requirements; lf 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,arxi 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.AN 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,
Customer's sole remedy is to require Motorola to re-perform the non-conforming Service or to refund.on a pro-rata basis,
the fees paid for the non-conforming Service. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES,EXPRESS OR
IMPLIED,INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR
PURPOSE.
Section 10.DEFAULTITERMINATIION
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 del"that is acceptable to the other party and begin implementing the cure plan immediately after plan
approval. If the non-performing party fads to provide or knplement the cure plan,then the injured party, in addition to any
other rights"able 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 ftrther obligation to provide Services.
Section 11.LIMITATION OF LIABILITY
Except for personal injury or death, Motorola's total liability,whether for breach of contract,warranty,negligence,strict
liability in tort,or otherwise,will be limited to the direct damages recoverable under law,but not to exceed the price of
twelve(12)months of Service provided under this Agreement ALTHOUGH THE PARTIES ACKNOWLEDGE THE
POSSIBILITY OF SUCH LOSSES OR DAMAGES.THEY AGREE THAT MOTOROLA WILL NOT BE LIABLE FOR ANY
COMMERCIAL LOSS; INCONVENIENCE; LOSS OF USE,TIME,DATA,GOOD WILL,REVENUES, PROFITS OR
SAVINGS;OR OTHER SPECIAL, INCIDENTAL,INDIRECT.OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED
TO OR ARISING FROM THIS AGREEMENT OR THE PERFORMANCE OF SERVICES BY MOTOROLA PURSUANT
TO THIS AGREEMENT.No action for contract breach or otherwise relating to the transactions contemplated by this
Agreement may be brought more than one(1)year after the accrual of the cause of action,except for money due upon an
open accourd.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
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12.1.This Agreement supersedes all prior and concurrent agreements and understandings between the partim 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 Agreernent on any purchase order issued in furtherance of this Agreement,
however, an omission of the reference to this Agreement will not affect its applic abillilty. In no evert 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 intertion of both parties
to override and modify this Agreement;and the purchase order,adbwwWdgement,or other writing is signed by authorized
representatives of both parties-
Section 13.PROPRIETARY INFORMATION;CONFIDENTIALITY; INTELLECTUAL PROPERTY RIGHTS
13.1.Any W&rmation or data in the form of specifications,drawings,reprints,technical information or otherwise fumished
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 survive the
expiration or termination of this Agreement.
13.2. Unless otherwise agreed in writing, no commercial or technical information disclosed in any manner or at 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,oopyright,trade secret,or other intellectual property Including any intellectual property created
as a result of or mated 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 empkryrnent 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 oonforrn to applicable law
Section 16.MATERIALS,TOOLS AND ECIUNP#fN:NT
AN 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 wiN safeguard all such property while it is in
Customer's custody or control, be liable for any loss or damage to this property, and return it to Motorola upon request.
This property will be held by Customer for Motorola's use without charge and may be removed from Customer's premises
by Motorola at any time without restriction.
Section 17.GENERAL TERMS
17.1. If any court renders any portion of this Agreement unenforceable,the remaining terms will continue in full force and
effect.
17.2.This Agreement and the rights and duties of the parties will be interpreted in accordance with the laws of the State in
which the Services are perforrned
17.3. Failure to exercise any right will not operate as a waiver of timt 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.
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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 neommry 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)fotbwing the
Separation Event
17.7.THIS AGREEMENT WILL RENEW, FOR AN ADDITIONAL ONE(1)YEAR TERM,ON EVERY ANNIVERSARY OF
THE START DATE UNLESS EITHER THE COVER PAGE SPECIFICALLY STATES A TERMINATION DATE OR ONE
PARTY NOTIFIES THE OTHER IN WRITING OF ITS INTENTION TO DISCONTINUE THE AGREEMENT NOT LESS
THAN THIRTY(30)DAYS OF THAT ANNIVERSARY DATE.At the anniversary date, Motorola may adjust the price of the
Services to reflect its current rates.
17.8. If Motorola provides Services after the termination or expiration of this Agreement,the terms and conditions in effect
at the time of the termination or expiration will apply to those Services and Customer agrees to pay for those services on
a time and materials basis at Motorola's then effective hourly rates.
Revised Jan 1,2010
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Statement of Work
On Site Infrastructure Response and Dispatch Service
1.0 Description of Services
The Motorola System Support Center(SSC)will receive Customer request for service and dispatch a Servicer.
The Servicer will respond to the Customer location based on pre-defined Severity Levels set forth in the
Severity Definitions Table and Response tines set forth in the Response Time 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
Servicer until System Restoral and Case is closed.The SSC will Continuously track and manage Cases from
creation to close through an automated Case tracking process. This Case management allows for Motorola to
provide Case activity reports.
The terms and conditions of this Statement of Work(SOW)are an integral part of Motorola's Service Terms
and Conditions or other applicable Agreement to which it is attached and made a part thereof by this reference.
2.0 Motorola has the following responsibilities:
2.1. Continuously receive service requests.
2.2. Create a Case as necessary when service requests are receive& 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 undo 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. Ran diagnostics on the Infrastructure or FRU.
2.5.2. Replace defective Infra tructure or FRU,as applicable.Customer,Servicer or Motorola may
provide Infmmstructure or FRU.
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 acconrpanty that Vendor
onto the Customer's premises.
2.6. Verify with Customer that Restoration is complete or System is ftmetional,if required by Customer's
repair Verification in the Customer Support Plan required by section 32. If Verification by Customer
cannot be completed within 20 minutes of Restoration,the Case will be closed and the Scrvicer will be
released.
2.7. Escalate the Case to the appropriate party upon expiration of a Response time.
2.8.Close the Care upon receiving notification from Customer or Servicer,indicating the Case is resolved.
2.9.Notify Customer of Case Status as dcfnod required 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.defend or delayed,closed.
2.10. Provide Case activity reports to Customer.
3.0 Customer has the Bellowing responsibilities:
3.1. Contact Motorola.as necessary.to request service.
32. Provide Motorola with pre-defined Customer information and preferences prior to Start Date necessary to
complete Customer Support Plan.
32.I. Case notification preferences and procedure.
3.2.2. Repair Verification preference and procedure.
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31.3. Database and escalation procedure form
3.2A. Submit changes in any information supplied in the Customer Support Plan to the Customer
Support Manager.
33. 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 E91 I systerm test the secondary/backup PSAP connection to be prepared in the event of a
catastrophic failure of a systern. Train appropriate personinel 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.
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Severity DeBnitiions Table
Severity Level Prebkm Types
Severity l • Response is provided Continuously
■ Major System failure
33%of System down
■ 33%of Site channels down
• Site Environment alarms(smoke,access,temp,AC power_
• This level is meant to represent a major issue that result's in an unusable
system,sub-system,Product,or critical features from the Customer's
perspective. No Work-around or immediate solution is available.
Severity 2 ■ Response during Standard Business Day
■ Significant System Impairment not to exceed 33%of system down
■ System problems presently being monitored
■ This level is meant to represent a moderate issue that limits a Customer's
normal use of the system,sub-system,product,or major am-critical
features from a Customer's perspective
Severity 3 M Response during Standard Business Day
■ Intermittent system issues
■ Information questions
• Upgrades/Preventative maintenance
This level is meant to represent a minor issue that does not preclude use of
the system,sub-system,product,or critical features from a Customer's
perspective. It may also represent a cosmetic issue,including
documentation ermrs,general usage questions,recommendations for
product enhancements or modifications,and scheduled events such as
preventative maintenance or product/system upgrades.
Response Times Table(Customer's Response Time Classification is designated in the Service Agreement)
Severity Level Premier RftWar
Respowe Time Reapome Tisae
Severity 1 Within 2 hours from receipt of Within 4 hours from receipt of
Notification Notification
Continuously 24 x 7 Standard Business Da
Severity 2 Within 4 hours from receipt of Within 4 hours from receipt of
Notification Notification
Standard Business pay Standard Business Da
Severity 3 Within 24 hours from receipt of Within 24 hours from receipt of
Notification Notification
Standard Business Day Standard Businew Da
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Statement of Work
Technical Support Service
1.0 Description of Services
The Technical Support service provides centralized remote telephone support for technical issues that
require a high level of communications systems expertise or troubleshooting on Equipment.The
Motorola System Support Center's(SSC)Technical Support Operation is Staffed with technologists
who specialize in the diagnosis and resolution of system performance issues. Technical Support
Service(i)does not include software upgrades that may be required for issue resolution;and(ii)does
not include Customer training(iii)is only available for those system types supported and approved by
Technical Support Operations.
Technical Support is applicable to the following system types:Astro 25 6.x,SmartZone v?0.3 and
higher,SmartZone/OmniLink,E91 1,Private Data v2.03 and higher,SmartNet and Conventional Two-
Way.
The terms and conditions of this Statement of Work(SOW)are an integral part of Moterota's Service
Terms and Conditions or other applicable Agreement to which it is attached and made a part thereof by
this reference-
2.0 Motorola has the following responsibilities:
2.1. Respond to requests for Technical Support for the Restoration of failed Systems and diagnosis
of operation problems in accordance with the response times set forth in the Remote
Technical Support Response Times Table and the Severity Level defined in the Severity
Definitions Table.
2.2. Advise caller of procedure for determining any additional requirements for issue
characterization,Restoration,including providing a known fix for issue resolution when
available.
2.3. Attempt remote access to System for remote diagnostics,when possible.
2A. Maintain communication with the Servicer or Customer in the field until close of the Case,as
needed.
2.5. Coordinate technical resolutions with agreed upon third party vendor(s),as needed.
2.6. Escalate and manage support issues.including Systemic issues.to Motorola engineering and
product groups,as applicable.
2.7. Escalate the Case to the appropriate party upon expiration of a Response time.
2.8. Provide Configuration Change Support and Work Flow changes to Systems that have dial in
or remote access capability.
2.9. Determine.in its sole discretion,when a Case requites more than tote Technical Support
services described in this SOW and notify Customer of an alternative course of action.
3.0 Customer has the following responsibilities:
3.1. Provide Motorola with pre-defined information prior to Start Date necessary to complete
Customer Support Plan.
3.1.1. Complete database and escalation procedure forms.
3.1.2. Submit changes in any information supplied in the Customer Support Plan to the
Customer Support Manager.
3.2. Contact the SSC in order to access the Technical Support Operation,provide name of caller,
name of Customer,System ID number,Service Agreement number,site(s)in questions,and brief
description of the problem.
3.3. Supply on-site presence when requested by System Support Center.
3.4. validate issue resolution prior to close of the Case.
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0 FAVIFIXIMCK-A
3.5_ Allow Motorola remote access to the System by equipping the System with the necessary
Connectivity.
3.6. Acknowledge that Cases will be handled in a000nb utc a with the times and priorities as defined in
Remote Technical Support Response Times Table and the Severity Level defined in the Severity
Definitions Table.
3.7. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola
to provide the Technical Support service to Customer.
Se,.vrlty DelLtitlaas Table
Severity L-evd Problem Types
Severity I • Response is provided Continuously
• Major System failure
• 33%of System down
• 33%of Site channels down
• Site Environment alarms(smoke,access.temp.AC power.
• This level is meant to represent a major issue that results in an unusable
system,sub-system.Product,or critical features from the Customer's
perspective. No Work-around or immediate solution is available.
Severity 2 ■ Response during Standard Business Day
■ Significant System Impairment not to exceed 33%of system down
• System problems presently being monitored
■ This level is meant to represent a moderate issue that limits a Customer's
normal use of the system,sub-system,product•,or major non-critical
featur%from a Customer's perspective
Severity 3 ■ Response during Standard Business Day
• Intermittent system issues
■ Information questions
• Upgrades/preventative maintenance
■ This level is meant to represent a minor issue that does not preclude use of
the system,sub-system,product,or critical features from a Customers
perspective.It may also represent a cosmetic issue,including
documentation ea urs,general usage questions,recommendations for
product enhancements or modifications,and scheduled events such as
preventative maintenance or product1systern upgrades.
Remote Technical Support Response Times Table
SEVERITY RESPONSE
Severity l Within I Hour from receipt of Notification.Continuously
Severity 2 Within 4 Hours from receipt of Notification.Standard Business Da
Severity 3 Within next Business Day.Standard Business Da
14
A/07�OROLA
Statement of Work
Infrastructure Repair with Advanced Replacement
1.0 Description of Services
Infrastructure Repair with Advanced Replacement is a repair service for Motorola and select third parry
Infrastructure as set forth in the applicable attached Exhibit(s),all of which are hereby incorporated into this
Statement of Work(SOW)by this reference. Infiastructure may be repaired down to the Component level,as
applicable,at the Motorola Infrastructure Depot Operations(IDO).At Motorola's discretion.select third parry
Infrastructure may be sent to the original equipment manufacturer or third party vendor for repair.If
Infrastrumre is no longer supported by the original equipment manufacturer or third party vendor,Motorola
may replace Infrastructure with similar Infrastructure,when possible.
When available,Motorola will provide Customer with an Advanced Replacement unit(s)or FRU(s)in exchange
for Customer's malfunctioning FRU(s).Non-standard configurations,Customer-modified Infrastructure and
certain third party Infrastructure are excluded from Advanced Replacement service. Malfunctioning FRU(s)
will be evaluated and repaired by IDO and returned to IDO FRU inventory upon completion of repair.
The terms and conditions of this SOW are an integral part of Motorola's Service Terms and Conditions or other
applicable agreement to which it is attached and made a part thereof by this reference.
2.0 Motorola has the following responsibilities:
2.1. Use commercially reasonable efforts to maintain an inventory of FRU.
2.2. Provide new or reconditioned units as FRU to Customer or Servicer,upon request and subject to
availability. The FRU will be of similar kit and version,and will contain like boards and chips,as the
Customer's malfunctioning infrastructure.
2.3, Program FRU to original operating parameters based on templates provided by Customer as required in
Section 3.5. If Customer template is not provided or is not reasonably usable,a standard default template
will be used.
2A. Properly package and ship Advanced Replacement FRU from IDO or select third party FRU inventory kr
Customer specified address.
2A.1_ During normal operating lours of Monday through Friday 7:00arn to 7:00pm CST,excluding
holidays,FRU will be sent next day air via Federal Express Priority Overnight or UPS Red,unless
otherwise requested. Select third party FRU may ship second day air via Federal Express Priority
Overnight or UPS red as noted in the attached exhibit(s). 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 oases,Customer will be subject to
shipping and handling chargrs.
2.4.2. When sending the Advanced Replacement FRU to Customer,provide a return air bill in order for
Customer to return the Customer's malfiunetioning FRU. The Customer's malfunctioning FRU
will become property of IDO or select third parry and the Custorner will own the Advanced
Replacement FRU.
2.4.3. When sending a Loaner FRU to Customer,IDO will not provide a return air bill for the
malfunctioning Infrastructure. The Customer is responsible to atraage and pay for shipping the
malfmctioning Infrastructure to IDO. IDO will repair and return the Customer's Infrastructure
and will provide a return air bill for the customer to return IDO's Loaner FRU.
2.5. Provide repair return authorization number upon Customer request for Infrastructure that is not classified
as an Advanced Replacement or Loaner FRU.
2.6. Receive malfunctioning Infrastructure from Customer and document its arrival,repair and return.
2.7. Perform the following service on Motorola]nfrastructure:
2.7.1. Perform an operational check on the Infrastructure to determine the nature of the problem.
2.7.2. Replace malfunctioning FRU or Components.
2.7.3. Verify that Motorola Infrastructure is returned to Motorola manufactured specifications.as applicable
2.7A. Perform a Box Unit Test on all serviced Infrastructure.
2.7.5. Perform a System Test on select Infrastructure.
15
MOTIORO,LA
2.8. Provide the following service on select third party Infrastructure:
2.8.1.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.
2.8.2.Ship malfunctioning Infrastructure to the original equipment manufacturer or third parry vendor
for repair service,when applicable.
2.8.3. Track Infrastructure sent to the original equipment rrmufacturer or third party vendor for service.
2.8.4. 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.
2.9. Re-program repaired Infrastructure to original operating parameters based on templates provided by
Customer as required by Section 3.5.If Customer templaroe is not provided or is not reasonably usable,a
standard default template will be used.If IDO determines that the malfunctioning Infrastructure is due to a
Software defect,IDO reserves the right to reload Infrastructure with a similar Software version.
Enhancement Release(s),if needed,are subject to additional charges to be paid by Customer unless the
Customer has a Motorola Software Subscription agreement.
2.10.Property package repaired Infrastructure unless Customer's malfunctioning FRU was exchanged with an
[DO FRU.Motorola will return Customer's FRU(s)to[DO's FRU inventory.upon completion of repair.
111,Ship repaired Infrastructure to the Customer specified address during normal operating hours set forth in
2.4.1.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 subject to shipping and handling
charges_
3.0 Customer has the following responsibilities:
3.1. Contact or instruct Servicer to contact the Motorola System Support Center(SSC)and request an
Advanced Replacement,or Laraner FRU and a return authorization number(necessary for all non.
Advanced Replacement repairs)prior to shipping malfunctioning Infrastructure or third party
Infrastructure named in the applicable attached Exhibit.
3.1.l_ Provide model description,model number,serial number,type of System and Firmware version,
symptom of problem and address of sift•location for FRU or lnfnastructure.
3.1.2. Indicate if Infiastrucxure or third party Infrastructure being sent in for service was subjected to
physical damage or lightning damage.
3.1.3. Follow Motorola instructions regarding inclusion or removal of Firmware and Software
applications from Infrastructure being sent in for service.
3.1.4. Provide Customer purchase order number to secure payment for any costs described herein_
3.2 Pay for shipping of Advanced Replacement or Loaner FRU from[DO if Customer requested shipping
outside of standard business hours or carrier programs set forth in section 2.4.1.
3.3 Within five(5)days of receipt of the Advanced Replacement FRU from IDO's FRU inventory,properly
package Customer's malfunctioning Infrastructure and ship the malfunctioning Infmstnu-ture to IDO for
evaluation and repair as set forth in 2.7.Customer-must send the return air bill,referenced in 2.4.2 above
back to IDO in order to ensure proper tracking of the returned Infrastructure. Customer will be subject to a
replacement fee for malfunctioning Infrastructure not properly returned. 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 Customer is responsible for
properly packaging the Customer malfunctioning Infrastructure FRU to ensure that the shipped
Infrastructure arrives un-damaged and in repairable condition. Clearly print the return authorization
number on the outside of the packaging.
3.4 If received,Customer must properly package and ship Loaner FRU back to IDO within five(5)days of
receipt of Customers repaired FRU.
3.5 Maintain templates of Softwarelapplications and Firmware for reloading of Infrastructure as set forth in
paragraph 2.3 and 2.9.
3.6 For Digital In-Car Video Infrastructure.remove video from equipment prior to sending Infrastructure in for
repair. Video retrieval is a separate service and is not included as part of this SOW.Additional services
and fee applies.
3.7 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the Infrastructure Repair with Advanced Replacement services to Customer.
16
0 MrOT�OROLA
4.0 In addition to any exclusions named in Section 5 of the Service Terms and Conditions or in any other
underlying Agreement to which this SOW is attached,the following items are excluded from Infrastructure
Repair with Advanced Replacement:
1. All Infrastnuturc over seven(7)years from product cancellation date.
2. All BroadbandlWiNS Infrastructure three(3)years from product cancellation date.
3. Physically damaged Infrastructure.
4. Third party Equipment not shipped by Motorola.
5. Consumable items including,but not limited to,batteries,connectors,cables,tone/ink cartridges.
6. Video retrieval from Digital In-Car Video equipment.
7. Test equipment.
8. Racks,furniture and cabinets.
9. Firmware and/or Software upgrades.
17
0 ow A
Com9de Omb Iaf Wochm ExIdbit Iadad Exc and Notes
Card Cages Included
Central Electruniis Bank(s)(CEB) Includes Lagging Recorder Interface and Nemork Flub,Base trnerfece Module(8IM1,Console Operator
Interface Module(COIM),Operator Interface Module(OM I).
Excludes all outer technologies
scc SOW spocifically fa NICE lolwng rccordcr-,
Central Electronic Shelf(CES) Included
Cornputer(s) Includes computers that directly interface with CES.Includes keyboards,mice and trackballs.
Excludes laptop computers and all 286,3M,496 com ptacts.Defective or phosphor-burned cathode ray
tubes CR s)and butaed-iu ON panel display imaly retention.
Consolc(s) Includes consoles(CottwamdSTAR,CommandSTAR flit,CtaNtacom Gold Elitc WC75M M(C'75M wj'
VP&t,MCC3500,MIPS000,MCIW(k MC2000,hIC2500,MC3000)as part of complete cortammicatioa
System Including headsci jades,dual footswilebes,and booseueck microphones and Console Interface
Elearatics. Excludes cables
Console Audio Boot CAB I Included
Dictapbones,Logging Recorders and Recording Excludes all technologies
Equipawnt scc SOW spocifically for NK:E lolWng rccondas
Junction Box Included
Microwave Equipment. Excluded from srnicc agreement but may be repaired on an above contract,tint and material basis.All
Equipment mast be shipped to IDO.
Excludes an oo-site services.
Monitor(s) Includes al I Motorola certiflcd monitors connected to computers that dircctty iatctfacc with or cormot the
communications System
Excludes defective or pbospbor-burnad cathode ray tubes CRT(s)and burned-io Bat pcwel displays image
retention as well as monitors W shipped by Motorola a it-or cannot be conformed by a Motorola factory
order number.
Site Frequency Sumdurd(s) tucluLless Netclocks systems-
Excludes MFS-Rubidium Standard Network Time and Frequemy deviaa
UPS Systems. Excluded from service agreements but may be repaired on an ahnve contract,time and material basis.All
UPS Systems must be sipped to IDO for repair.
Excludes batteries and any ou-sim services.
18
Statement of Work
Local Radio Combo Package
1.0 Description
Local Radio Combo Package provides operational check and board level repair services for mobile,portable,
two-way and mobile data_ An operational chock is an analysis of the Equipment to identify external or internal
defects. Local Radio Combo Package also includes service on standard palm microphones and single mobile
controls heads,provided that they are required for normal operation of the two-way mobile and are included at
the point of manufacture.Service is only included on Equipment specifically named in the applicable
Agreement to which this Statement of Work is attached_
Local Radio Combo Package excludes repairs to:optional accessories;WEN accessories;iDEN mobile
microphones;ton-standard mobile microphones,mobile external speakers,;optional or additional control
heads,single and multiple unit portable chargers;battteries,mobile antennas;mobile power&antenna cables
and power supplies.
The following are excluded from Local Radio Combo service unk-they am purchased as an option for an
additional fee.The options are OnSite,Radio Survey and Analysis,Portable Remote Speaker Microphones,
Portable Antenna Replacements Mobile Remote Control Heads.
The tennis and conditions of this SOW are an integral pan of MotoroWs Scrvicc Terms and Conditiores or other
applicable agreement to which it is attached and made a part thereof by this reference.
2.0 Motorola has the following responsibilities:
2.1 Service to be performed at the Servicer facility during Standard Business Days.
2.2 Perform an operational check on the Equipment to determine the nature of the problem.
2.3 Remove/reinstall mobile or data Equipment from/to Customer's vehicle as needed for additional servicing.
2.4 Test and Restore the Equipment to Motorola factory specifications.
2.5 Remove any dust,and/or foreign substances from the Equipment.
2.6 Reprogram Equipment necessary to return Equipment to original operating parameters based on the
template in the Equipment,if the template information can be retrieved from the Equipment,or from a
backup diskette provided by Customer containing the template information. If the Customer template is
not provided or not reasonably usable,a generic template utilizing the latest Radio Scrvicc Software
(RSS)version for that Equipment will be used. The Equipment will require additional programming by
the Customer to Restore the original template.
2.7 Notify Customer upon completion of repair for pickup of Equipment
3.0 Customer has the following Responsibilities:
3.1 Deliver and pick up Equipment tot om the Servicer facility.
32 Inform Servicer of description of problem for Equipment brought in for service.
33 If the Equipment will not power up,or if desired,supply Servicer with a backup diskette with the
Software template or programming in order to assist in returning the Equipment to original operating
parametem if applicable.record the current flashcode for each radio.
3.4 If Motorola must use a generic template to restore Equipment to operating condition,Customer is
responsible for any programming required to Restore Equipment to desired praretes.
3.5 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to
provide the Local Radio Combo Package service to Customer.
19
M�O'TIOeR�LA
Statement of Work
Local Radio Combo Package
OnSite Option—Pick up & Delivery
1.0 Description of Service
Equipment will be picked up from and delivered to the Customer's location,within a designated radius of the
Servicer facility.Schedule pickups will be mutually agreed upon and outlined in the Customer Support Plan.
This Option covers Equipment that is specifically named in the applicable Agreement to which this Statement
of Work is attached.
2.0 Motorola has the following responsibilities:
2.1 Use reasonable efforts to pickup and deliver Equipment per the mutually agreed upon Customer location,
days of week,and preferred time. if a pick up/delivery cannot occur according to the preferred schedule,
Customer will be contacted prior to the scheduled pick up/delivery,to arrange a mutually agreeable
alternative date and,'or time for pick up/delivery.
2.2 Generate service;receipt and leave with Customer.
3.0 Customer has the following responsibilities:
3.1 Designate mutually agreeable location for service pickup and delivery,days of week,and preferred time.
3.2 Provide problem in(;iption along with unit.
20
0 MOTOROLA SOLUTIONS
Statement of Work
Subscriber Preventative Maintenance(Local)
1.0 Deseription of Service:
Subscriber Preventative Maintenance provides for one annual operation test to ensure the Customer's Equipment meets
manufacturces specifications. This service will be provided during Standard Business Days at the Servicer facility. This
service covers Equipment that is specifically named in the applicable Agreement to which this Statement of Work is
attached.
2.0 Motorola has the following responsibilities:
2.1 Physically inspect the Equipment.
2.2 Remove any dust,and/or foreign substances from the Equipment.
2.3 Measure(original measurements and the adjusted measurements),record,align and adjust the
following applicable Equipment parameters,to the frequency and modulation outlined in the Rules
and Regulations of the Federal Communications Commission(FCC):
2.3.1. Receive frequency
2.3.2. Transmit frequency
2.3.3. Deviation
2.3.4. Transmitter power
2.3.5. Reflected power in antenna line(mobile antennas only)
2.3.6. Receive sensitivity
2.3.7. Audit output levels
3.0 Customer has the following responsibilities:
3.1 Provide preferred schedule for Subscriber Preventative Maintenance to Motorola.
31 Contact the Servicer prior to Equipment being brought in for service.
3.3 Deliver portable Equipment and/or drive vehicles with mobile Equipment to Service
21
PUBLIC RECORDS. In accordance with Sec. 119.0701, Florida Statutes,
CONTRACTOR must keep and maintain this Agreement and any other records
associated therewith and that are associated with the performance of the work
described in the Proposal or Bid. Upon request from the Village's custodian of
public records, CONTRACTOR must provide the Village with copies of requested
records, or allow such records to be inspected or copied, within a reasonable time
in accordance with access and cost requirements of Chapter 119, Florida
Statutes. A CONTRACTOR who fails to provide the public records to the Village,
or fails to make them available for inspection or copying, within a reasonable time
may be subject to attomey's fees and costs pursuant to Sec. 119.0701, Florida
Statutes, and other penalties under Sec. 119.10, Florida Statutes. Further,
CONTRACTOR shall ensure that any exempt or confidential records associated
with this Agreement or associated with the performance of the work described in
the Proposal or Bid are not disclosed except as authorized by law for the duration
of the Agreement term, and following completion of the Agreement if the
CONTRACTOR does not transfer the records to the Village. Finally, upon
completion of the Agreement, CONTRACTOR shall transfer, at no cost to the
Village, all public records in possession of the CONTRACTOR, or keep and
maintain public records required by the Village. If the CONTRACTOR transfers all
public records to the Village upon completion of the Agreement, the
CONTRACTOR shall destroy any duplicate public records that are exempt or
confidential and exempt from public records disclosure requirements. If the
CONTRACTOR keeps and maintains public records upon completion of the
Agreement, the CONTRACTOR shall meet all applicable requirements for
retaining public records. Records that are stored electronically must be provided
to the VILLAGE, upon request from the Village's custodian of public records, in a
format that is compatible with the Village's information technology systems.
IF CONTRACTOR HAS QUESTIONS REGARDING THE
APPLICATION OF CHAPTER 119, FLORIDA STATUTES, TO
CONTRACTOR'S DUTY TO PROVIDE PUBLIC RECORDS
RELATING TO THIS AGREEMENT, PLEASE CONTACT THE
VILLAGE CLERK, RECORDS CUSTODIAN FOR THE VILLAGE, AT
(561) 768-0685, OR AT ImmilliamsAteauesta.ora OR AT 345
TEQUESTA DRIVE, TEQUESTA, FLORIDA 33469.