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tr1 j n~oroe~®La <br />Essential Plus Services <br />system. Motorola provides technical consultants to support the local resource in the timely closure <br />of infrastructure, performance and operational issues. <br />1.2 Scope <br />Technical Support service is available Monday -Friday 8:OOam - S:OOpm local site time and 24 hours <br />a day, 7 days a week for Severity 1 Incidents. See Severity Level Definitions. <br />1.3 Inclusions <br />Technical Support service will be delivered on Motorola sold infrastructure including integrated 3rd <br />party products. <br />1.4 Limitations and Exclusions <br />The following activities are outside the scope of the Technical Support service, but are optional <br />services that are available to remote Technical Support customers at an additional cost: <br />1.4.1 Emergency on-site visits required to resolve technical issues that cannot be resolved <br />with the SSC working remotely with the local customer technical resource. <br />1.4.2 Third party support for equipment not sold by Motorola. <br />1.4.3 System installations, upgrades, and expansions. <br />1.4.4 Customer training. <br />1.4.5 Hardware repair and/or exchange. <br />1.4.6 Network security services. <br />1.4.7 Network transport management. <br />1.4.8 Motorola services not included in this statement ofwork. <br />1.4.9 Any technical support required as a result of a virus or unwanted intrusion is <br />excluded if the system is not protected against these security threats by Motorola's Pre- <br />tested Security Update Service when applicable. <br />1.5 Motorola has the following responsibilities: <br />1.5.1. Provide availability to the Motorola Solution Support Center (800-221-7144), 24 <br />hours a day, 7 days a week to respond to Customer's requests for Severity 1 support. Refer <br />to Severity Level Response Time Goals for Severity 2, 3 and 4 responsetimes. <br />1.5.2. Respond initially to Incidents and Technical Service Requests in accordance with the <br />response times set forth in the Severity Level Response Time Goals section of this <br />document and the severity level defined in the Severity Level Definitions section of this <br />document. Remote diagnostics can be conducted more quickly if the customer maintains a <br />connection to the SSC. <br />1.5.3. Provide caller a plan of action outlining additional requirements, activities or <br />information required to achieverestoral/fulfillment. <br />Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 <br />property name. 6-56 <br />