Back

##### Statement of Work Definitions

###### Product Catalog

##### Jump to ...

- Standard Definitions for Service Products

Back

##### Statement of Work Definitions

### Standard Definitions for Service Products

1.0 | Definitions These defined terms might not apply to every Statement of Work. Capitalized terms below and not otherwise defined within the Statement of Work, or in the Communications System Agreement or other applicable agreement (collectively, "Agreement") have the following meanings:
1.1 | Box Unit Test: Unit is tested in a fixture that simulates the functions for which it was designed, engineered, or manufactured to insure that it meets manufacturer specifications.
1.2 | Case: Electronic tracking document for requests for service through the Motorola System Support Center.
1.3 | Case Status: Identifier of the status of a Case from beginning to end.
1.4 | Component(s): Motorola new or refurbished parts of equal quality.
1.5 | Configuration Change Support: A change in a user-defined parameter, which may include a change in the placement of a dispatch console talkgroup window. Fleetmapping is not included in Configuration Change Support.
1.6 | Connectivity: Establishment of remote access to the System via dial up or fixed dedicated links.
1.7 | Continuously/Continuous: Seven (7) days per week, twenty-four (24) hours a day, including holidays.
1.8 | Customer: The end-user Customer as identified in the Agreement.
1.9 | Customer Support Plan: A document mutually developed by Motorola and the Customer that provides information about the Customer and the System and describes the specific processes by which Motorola will deliver and the Customer will receive the services described in this Statement of Work.
1.10 | Elements: Those device types present on the Customer's System whose status may be communicated to the SSC.
1.11 | Equipment: The equipment specified in the Equipment List as set forth in the Agreement, including any additions to the Equipment List during the Warranty Period.
1.12 | Enhanced System Support (ESS) Period: The 12 month period commencing at the start of the Warranty Period for Equipment and Software as defined by the Agreement.
1.13 | Event: An alarm or informational notification received by Motorola through the Network Management tools.
1.14 | Feature: A Software functionality.
1.15 | Federal Technical Center: A Motorola facility, the purpose which serves as Motorola's centralized location for radio repair for United States Federal Government Customers.
1.16 | Firmware: Software in object code form that is implanted or embedded in hardware.
1.17 | FRU: Field Replaceable Unit, typically a board or module, contained within the Infrastructure.
1.18 | Infrastructure: The fixed Equipment excluding mobiles, portables, and accessories.
1.19 | Infrastructure Depot Operations (IDO): A Motorola facility which serves as Motorola's centralized location for infrastructure repair.
1.20 | Loaner: Infrastructure that is owned by Motorola and serves as a temporary replacement while the Customer's Infrastructure is being repaired.
1.21 | Maintenance: The process for determining the cause of Equipment failure, removing, repairing, or replacing Components necessary to conform the Equipment with the manufacturer's specifications along with system-specific specifications, delivering and reinstalling the Components, and placing the Equipment back into operation.
1.22 | MCNS: Mission Critical Network Services.
1.23 | Motorola Software: Software whose copyright is owned by Motorola or its affiliated company.
1.24 | Non-Motorola Software: Software whose copyright is owned by a party other than Motorola or its affiliated company.
1.25 | Notification: The point in time when the Customer contacts Motorola and requests service.
1.26 | Optional Feature: An additional Feature issued with a System Release that is available to Customer at additional cost.
1.27 | Radio Support Center (RSC): A Motorola facility which serves as Motorola's centralized location for radio repair.
1.28 | Response: The event when a technician, a remote systems technologist or a remote network specialist begins actively to work on the technical issue, remotely or on-site, as determined by Motorola.
1.29 | Restore/Restoration/Restoral: The effort required to bring Equipment to the level for which it was designed, engineered and adjusted for performance in accordance with the manufacturer's published specifications, although such Equipment may not necessarily be malfunctioning.
1.30 | Servicer: A Motorola Authorized Service Station or Motorola Field Service personnel.
1.31 | Severity Level: The degree of adverse impact of an issue or Event.
1.32 | Software: The software furnished with the System, including any Motorola Software and Non-Motorola Software.
1.33 | Software License Agreement: The agreement or portion of an agreement pursuant to which Motorola licenses Software to Customer, including System Releases.
1.34 | Special Product Feature: A Feature that is specially developed for Customer and which contains a functionality that is unique to Customer.
1.35 | Standard Business Day: Monday through Friday, 8:30 a.m. to 4:30 p.m., local time, excluding Motorola holidays.
1.36 | Standard Feature: A software functionality for components of Customer's System that is available to Customer in the standard software release.
1.37 | Start Date: Effective start date as listed on the Agreement.
1.38 | System: The communications system as defined in the Communications System Agreement or other applicable Agreement.
1.39 | System Acceptance: Unless otherwise defined in the Communications System Agreement, the date upon which Motorola has successfully completed all of the System Tests as described in the acceptance test plan.
1.40 | System Support Center (SSC): A Motorola facility which serves as Motorola's centralized system support facility to compliment the field support resources.
1.41 | System Release: One software version release on a particular platform. ASTRO 25 6.3 example is where 6 is the platform indicator and .3 is software version release indicator.
1.42 | System Test: Unit is tested in a Motorola manufactured system of similar type from which the unit was designed to test all functionality of the unit to insure that it meets manufacturer specifications.
1.43 | Systemic: A recurring Software or hardware defect that significantly affects the operation of the System.
1.44 | Technical Support Operations (TSO): A centralized telephone support help desk that provides technical support for Motorola customers who have purchased products from Motorola (Networks & Enterprise) or who have a contract for technical support services.
1.45 | Vendor: Any manufacturer (other than Motorola) or third party that services or repairs Infrastructure or subscriber equipment.
1.46 | Verification: Contacting the appropriate designated person to verify the System is operational (original problem resolved) and closing the Case.
1.47 | Work-around: A change in the followed procedures or data supplied by Vendor to avoid error without substantially impairing use of the Equipment.
1.48 | Work Flow: A step-by-step process including instruction or direction for routing, handling, and processing information at a given agency.

Approved by Motorola Contracts & Compliance - 10/31/06