2017 044 Ordinance - Laserfiche WebLink

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C Essential Plus Services 2.10. Verify with customer that restoration is complete or system is functional, if required by customer's repair verification in the Customer Support Plan. If verification by customer cannot be completed within 20 minutes of restoration, the case will be closed and the Servicer will be released. 211. Escalate the case to the appropriate party upon expiration of a responsetime. 2.12. Close the case upon receiving notification from customer or servicer, indicating the case is resolved. 2.13. Notify customer of case status as defined by the Customer Support Plan: 2.13.1 Open and closed; or 2.13.2 Open, assigned to the servicer, arrival of the servicer on-site, deferred or delayed, closed. 2.14. Provide Case activity reports to customer if requested. 3.0 Customer has the following responsibilities: 3.1. Contact Motorola, as necessary, to requestservice. 3.2. Provide Motorola with the following pre-defined customer information and preferences prior to start date necessary to complete Customer Support Plan (CSP): 3.2.1. Case notification preferences and procedure. 3.2.2. Repair verification preference and procedure. 3.2.3. Database and escalation procedure forms. 3.2.4. Submit changes in any information supplied in the CSP to the Customer Support Manager (CSM). 3.3. 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. 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 E911 systems, test the secondary/backup Public Safety Answering Point (PSAP) connection to be prepared in the event of a catastrophic failure of a system. Train appropriate personnel 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. 3.10. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide these services. 3.11. Obtain and provide applicable third party consents or licenses at Customer cost to enable Motorola to provide the Services. Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 property name. 21-56