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##### ASTRO 25 Support Services

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##### ASTRO 25 Support Services

### Model

ASTRO 25
7.9 K, L, & M THROUGH 7.16 SUPPORT SERVICES

### Ordering Information

#### Executive Summary

ASTRO 25® - Project 25 voice and data solution. Designed for mission critical users. Day to day radio network management is critical to ensure our customers systems are operational at all times

From single site to country-wide deployments, ASTRO 25 is a flexible, modular network with advanced call processing capabilities that is designed to meet the needs of public safety. ASTRO 25 can adapt and change to accommodate additional users, increased geographic coverage, enhanced data applications, and connectivity to other networks to ensure an efficient and cost effective future-ready solution.

The following support services offer critical coverage for all ASTRO 25 systems..

#### Service Description

Overview
ASTRO 25 Services are backed by Motorola’s global integrated services and best in class technical support technicians, 900 Motorola Service Providers, and certified repair facilities. Adding Motorola premier services to your ASTRO 25 system provides proactive protection for your system and is available in multi-year agreements.

Technical Support

Technical Support service provides continuous centralized remote telephone support for technical issues that require a high level of ASTRO 25 solutions expertise or troubleshooting on ASTRO 25 equipment. Once a trouble call is received from the customer technical resource, Motorola immediately begins diagnosis of the event. This may also include remotely connecting and interrogating the ASTRO 25 system, running appropriate diagnostics, characterizing the problem, and remotely restoring the affected device or subsystem. If a remote fix is not possible, if the customer has a current Onsite Infrastructure Response & Dispatch service contract, a field technician will be dispatched to the site. Motorola will engage relevant engineering resources, as required, to resolve the issue.

Technical Infrastructure Repair & Infrastructure Repair with Advance Replacement

Infrastructure Repair service covers all Motorola Solutions, Inc-manufactured equipment, as well as equipment from select third-party infrastructure vendors. Factory trained and certified technicians troubleshoot, analyze, test, and repair your equipment at Motorola's IDO.

Infrastructure Repair with Advance Replacement will provide a customer with an Advanced Replacement unit(s) or FRU(s) in exchange for Customer's malfunctioning FRU(s), if stock is available. Non-standard configurations, Customer-modified Infrastructure and certain third party Infrastructure are excluded from Advanced Replacement service. Malfunctioning FRU (s) will be evaluated and repaired by IDO and returned to IDO FRU inventory upon completion of repair.

Motorola service differentiator: For customers that purchase Advanced replacement also receive a "Loaner" option for no service additional* charge. This allows customers to get a temporary FRU while we repair their original. Customers can keep their own components for asset tracking and inventory management.

*one-way shipping charges apply, see shipping charge matrix for more information.

Replacement units and Field Replaceable units will be shipped directly to the Customer. Shipments will be made to customer prior to receiving the Customer’s damaged unit in the service center. In NA calls must be received before 7 p.m. (EST) for the Infrastructure to ship the day the call is placed (excludes MSI-observed holidays).

Onsite Infrastructure Response - Standard, Premier & Limited Options

Motorola OnSite Infrastructure Response provides local, trained and qualified technicians who arrive at your location to diagnose and restore a customer's communications network. All they have to do is make one phone call and their system response and restoration process begins immediately. Following proven response and restore processes, Motorola Dispatch (requires Dispatch Service) contacts the local authorized service center in their area and dispatches a qualified technician to their site. An automated escalation process ensures that technician site arrival and system restoration comply with contracted response times. The field technician will restore the system by performing first level trouble-shooting on-site. If the local technician is unable to resolve the problem, the escalation process includes intervention by Motorola System Support Center technologists or product engineering teams as needed (requires Technical Support service).

Onsite Infrastructure Response with Local Dispatch - Standard, Premier & Limited Options

With OnSite Infrastructure Response with Local Dispatch, Limited Option, technicians are dispatched from the MSS/FSO location directly to the customer site to perform diagnostics, remove failed components, and reinstall new or reconditioned components to restore the system.

Dispatch Service

With Motorola Dispatch Service, all a customer has to do is make one phone call and their system response and restoration process begins immediately. Dispatch ensures that local, trained and qualified technicians will arrive at their location within hours to diagnose and restore their communications network. Following proven response and restoration processes, Motorola Dispatch contacts the local authorized service center in their area and dispatches a qualified technician to their site. An automated escalation process ensures that technician site arrival and system restoration comply with contracted response and restore times. Once the issue has been addressed, the System Support Center verifies resolution and with the customer's approval, closes the case. Activity records are also available to provide a comprehensive history of site performance, issues, and resolution.

Network Preventative Maintenance

Network Preventative Maintenance is a service that will provide an operational test and alignment, as applicable, on the customer's equipment (infrastructure or fixed network equipment only) to ensure the equipment meets original manufacturer's specifications. Motorola's large network of service helps the customer plan and schedule the annually preventative maintenance of their network to meet their operational timelines.
Network Preventative Maintenance assures that the customer's network is up and running in top condition. This service proactively detects those potential issues that may result if the equipment is not meeting original manufacturer's specifications. Customers can help prevent a system malfunction and minimize their costly repairs, thus managing their maintenance budget.
Motorola's technicians have immediate access to engineering design teams and multiple technology experts. The technicians are equipped with detailed checklists describing what and how the pieces of equipment need servicing. The customer can take advantage of the Network Preventative Maintenance service to maximize their network uptime. Over 600 customers have entrusted their network support to Motorola with the Network Preventative Maintenance service. Many of these customers (Federal, State & Local Government, Police & Fire entities, etc) rely on this service to keep their systems performing consistently. Enhance the value of Motorola's service offerings by offering the customer such complementary services as Technical Support, OnSite Infrastructure Response, Infrastructure Repair, Network Monitoring, or many others.

NOTE: The terms and conditions of all Statement of Works (SOW) are an integral part of Motorola's Service Terms and Conditions or other applicable agreement to which it is attached and made a part thereof by this reference.

#### Features

Technical Support | Network Monitoring | Infrastructure Repair | Infrastructure Repair with Advanced Replacement | Dispatch Service | Network Preventative Maintenance | Onsite Infrastructure Response-Standard, Limited & Premier Options | Onsite Infrastructure Response with Local Dispatch-Standard, Limited & Premier Options |
Remote Diagnostic & Troubleshooting | Remote network Monitoring for alarms and malfunctions | Manage Original Equipment Manufacturer(OEM) repair process, coordination, and testing | Manage Original Equipment Manufacturer(OEM) repair process, coordination, and testing | Single point of contact, Computer Aided Dispatch & Escalation Management | Trained Technical Expertise on-site inspects infrastructure equipment | Motorola Technical Expertise | Direct On-site Motorola Authorized Servicer |
Laboratory Simulation of System Issues | System diagnostics | Loaner availability for customers who want to manage their FRU inventory. | Equipment shipped and replaced before original equipment returned | Electronic Case Tracking | Diagnose and restore infrastructure to original manufacturer specs. | On-site Motorola Authorized Servicer | 24 Hour/365 day service availability |
Access to Motorola Technical Expertise | System availability |  | Loaner availability for customers who want to manage their FRU inventory. | Activity Reporting | Provides interface to Motorola & local Motorola servicer | 24 Hour/365 day service availability |  |
24 Hour/365 Day Service Availability | 24 hour/365 availability |  |  | 24 Hour/365 Day Service Availability Toll Free Service Number |  | Electronic Case Tracking to ensure SLA's |  |
(800)221-7144 |

#### Statement of Work

One of the primary business objectives of the North American Group (NAG) is to promote the sales of STANDARD service products. Standards help to ensure consistent and profitable delivery of our service products to our customers. To that end, the customer Statement of Work for this Standard Service Product CANNOT be modified. All requests for modifications to STANDARD service products or the development of "custom" service products should be routed through the Solutions Planning process. Your first point of contact for these requests is your local Area Service Manager.

Definitions
Capitalized terms used in this Statement of Work and not otherwise defined within the Statement of Work or Communications System Agreement have the following meanings: Click here

All SOW’s can be found on the Astro25 Services Wiki (Click here) and will also be loaded and linked to the appropriate models in Oracle Services Life Cycle (SLC) 11i

#### Ordering Requirements

This product cannot be ordered directly through COF at this time. This product must be ordered using the Service Lifecycle Application (SLC). Please contact your local Territory Service Lead (TSL), Customer Support Manager (CSM) or System Manager (SM) if you are interested in ordering ASTRO 25 services.

Service options are based on the component parts of the complete system. Pricing is based on the size and complexity of the customer's system configuration such as the type of system, number of sites and number of products. To ensure accurate pricing, orders will not be processed or accepted if they do not include all systems components.

1. Enter the main line item as quantity one.

2. Options are required as sub-items, with the quantity equal to the option description.

3. All dollar amounts reflect an annual one year pricing.

4. A Customer Support Plan must be created to provide detailed information to the customer regarding delivery of this service.

Note: Service Dependencies and Incompatibilities can be found on the eFlipbook.

#### Site ID & Technology Information

Site ID Prefix:

· AXXXX – The letter "A" should be used for all Astro 25 customers

Technology: All Sites should use ASTRO 25 along with a version release as the technology in order to build Install Base and price all SLC Contracts correctly.

Example: ASTRO25 7.15 M CORE

For more information on Site id's please refer to our Service Enablement Converge Page

### Configuration

Data Not Available

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### Ship Card

Data Not Available

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