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r~nr j MOTOROLA Essential Plus Services Appendix C: OnSite Support Statement of Work Motorola's OnSite Support service provides case management and escalation for onsite technical service requests. The service is delivered by the Motorola's Solutions Support Center (SSC) in conjunction with a local service provider. The SSC is responsible for opening a case for onsite support and monitoring the status of that case to maintain response time conformance. The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference. 1.0 Description of Services The Motorola SSC will receive customer request for OnSite Support service provider and dispatch a servicer. The servicer will respond to the customer location based on pre-defined Severity Levels set forth in Severitv Level Definitions table and Response times set forth in Severitv Level Response Time Goals 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 Motorola Service Shop until system restoral and case closure. The SSC will continuously track and manage cases from creation to close through an automated case tracking process. 1.1 Scope OnSite Support is available 24 hours a day, 7 days a week in accordance with Severitv Level Definitions and Severitv Level Response Time Goals tables. 1.2 Inclusions Onsite Support can be delivered on Motorola-sold infrastructure. 2.0 Motorola has the following responsibilities: 2.1. Receive service requests. 2.2. Create a case as necessary when service requests are received. Gather information to characterize the issue, determine a plan of action and assign and track the case to resolution. 2.3. Dispatch a field servicer ("Servicer') as required by Motorola's standard procedures. and provide necessary case information. 2.4. Provide the required personnel access to relevant customer information as needed. 2.5. Servicer will perform the following on-site: 2.6. Run diagnostics on the Infrastructure or Field Replacement Units(FRU). 2.7. Replace defective Infrastructure or FRU, as supplied bycustomer. 2.8. Provide materials, tools, documentation, physical planning manuals, diagnostic/test equipment and any other requirements necessary to perform the maintenance service. 2.9. If a third party vendor is needed to restore the system, the Servicer may accompany that vendor onto the customer's premises. Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 property name. 20-56