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~.~ j) MOTO/4OL~ <br />Essential Plus Services <br />1.5.4. Maintain communication with the customer in the field as needed until resolution of <br />the case <br />1.5.5. Coordinate technical resolutions with agreed upon third party vendors, as needed. <br />1.5.6. Manage functionally escalated support issues to additional Motorola technical <br />resources, as applicable. <br />1.5.7. Determine, in its sole discretion, when a case requires more than the Technical <br />Support services described in this SOW and notify customer of an alternative course of <br />action. <br />1.6. The Customer has the followingresponsibilities: <br />1.6.1. Provide Motorola with pre-defined information prior to contract start date necessary <br />to complete Customer Support Plan (CSP). <br />1.6.2. Submit changes in any information supplied in the Customer Support Plan (CSP) to the <br />Customer Support Manager (CSM). <br />1.6.3. Contact the SSC in order to engage the Technical Support service, providing the <br />necessary information for proper entitlement services. Including but not limited to the <br />name of contact, name of customer, system ID number, site(s) in question, and brief <br />description of the problem including pertinent information for initial issuecharacterization. <br />1.6.4. Maintain suitable trained technical resources that provide field maintenance and <br />technical maintenance services to the system, and who are familiar with the operation of <br />that system. <br />1.6.5. Supply suitably skilled and trained on-site presence when requested by theSSC. <br />1.6.6. Validate issue resolution prior to close of the case in a timelymanner. <br />1.6.7. Acknowledge that cases will be handled in accordance with the times and priorities as <br />defined in the Severitv Level Definitions and in the Severitv Level Response Time Goals <br />section in this document. <br />1.6.8. Cooperate with Motorola and perform all acts that are reasonable or necessary to <br />enable Motorola to provide the Technical Support <br />1.6.9 Obtain at Customer's cost all third party consents or licenses required to enable <br />Motorola to provide the Service. <br />Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 <br />property name. 7-56 <br />