Warranty and Support Plan
Contents
1. Page 9 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS 15 4 3 On Site Infrastructure Response Onsite Infrastructure response service times are in accordance with Tables 15 1 and 15 2 located at the end of this document This service applies to the entire STARS infrastructure during any applicable warranty period and to the master sites until expiration of the final warranty Motorola has the following responsibilities e As the primary on site infrastructure restoration provider for the STARS equipment under warranty Motorola will first respond in accordance with the Remote Technical Support Service section and Table 15 2 herein If in the performance of the Technical Support responsibilities an on site technician is necessary to restore the system dispatch will occur promptly after such determination is made and on site response will occur in accordance with Table 15 1 e If Remote Technical Support is not required and Motorola is only providing OnSite Infrastructure Response Motorola will respond in accordance with this Warranty and Support Plan and Tables 15 1 and 15 2 e Perform diagnostics on the Component Field Replaceable Unit FRU assembly e Restore the covered STARS equipment by replacing defective Component FRU assembly o FRU and assembly will be provided by the Commonwealth if available e Maintain and store any and all Software needed to restore the covered ST2. align and adjust the equipment parameters in accordance with the manufacturer s service manuals and the Rules and Regulations of the Federal Communications Commission FCC where applicable The Commonwealth has the following responsibilities e Provide preferred schedule for Preventive Maintenance to Motorola e Authorize and acknowledge any STARS downtime e Maintain periodic backup of databases Software applications and Firmware as defined in the Customer Support Plan e Provide the cleared Servicer full free and reasonably safe access to the Equipment so that the Servicer may provide services e Cooperate with Motorola to enable Motorola to provide the Preventive Maintenance services to the Commonwealth e Refilling of Propane tanks e Prior to preventive maintenance activities to be performed by the Commonwealth pursuant to this Contract the activities that will be performed the impact on the system operation during the preventive maintenance and probable mitigation steps to restore the system if something goes wrong will be discussed at project meetings and documented in the meeting minutes MOTOROLA intelligence everywhere Page 13 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS 15 7 Software Subscription Agreement Motorola provides Software releases by means of a Software Subscription Agreement SSA As more thoroughly discussed in the SSA Motorola will
3. Gold Series Console System Synchronization and Trak Model 9100 Modular Frequency Time System and Spectracom GPS Based Netclocks UPS Systems UPS systems provided under this contract Exhibit B Covered STARS Master Site and Similar Equipment Computer s Includes computers that directly interface with or control the STARS IV amp D equipment Includes computer equipment for Network Security Includes keyboards mice trackballs and connected monitors for this equipment LAN WAN Routers ASTRO 25 IV amp D LAN WAN Router equipment located at Master sites Does not cover routers for the RF equipment located at the remote RF and or microwave sites after warranty Ethernet Switches Enterprise Ethernet LAN switches located at Master sites Does not cover routers for the RF equipment located at the remote RF and or microwave sites after warranty Firewall and Network Barriers ASTRO 25 IV amp D LAN WAN Firewall equipment associated with the STARS IV amp D equipment access security Master Sites Ambassador Electronics Bank AEB Zone Manager and Controller WAN LAN Switches Packet Data Gateway PDG Routers System Clock and related equipment Printer s Printers that directly interface with the equipment above MOTOROLA intelligence everywhere Page 27 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS SSS SS
4. Management Setup Inventory Management Setup is a one time service necessary to organize and setup the Commonwealth s asset specific data elements It is a precursor for assets that will be tracked and managed under Inventory Management Service This service will include confirming the Commonwealth requirements for asset specific data tracking gathering existing asset specific information from the Commonwealth and loading and implementing a database tool with the asset specific data elements Assets to be setup in this service may include assets such as subscriber units fixed network equipment site equipment and accessories As part of this service Motorola will utilize the provided database as stated in the asset management section of this document to provide a tracking mechanism for the Commonwealth s communication assets Examples of typical data elements to be setup in this service for each asset are asset type model number current department assignment part numbers serial numbers the Commonwealth s specific asset number RF frequency purchase price FO number asset transfer date ship date install date warranty end date field service activity dates and asset status 15 12 2 Inventory Management Service Inventory Management Service effectively tracks and manages asset specific data elements for STARS assets e The delivery of this service begins once Motorola has initially loaded the database with the Commonwealth specif
5. Restoration the Case will be closed and the Servicer will be released e Close the Case upon receiving notification from the Commonwealth contact or Servicer indicating the Case is resolved e Notify the SPHQ NOC of Case status at the following Case levels as determined below o Open and Close or o Open Assigned Arrival Deferred Closed e As defined in the Customer Support Plan provide periodic activity reports to the Commonwealth e Notify the SPHQ NOC that a site is about to be entered The Commonwealth has the following responsibilities e Prior to service Start Date provide Motorola with the following pre defined information o Case notification preferences o Repair verification preference e Should service be required on equipment supported by Motorola call the SSC and provide the following information to the customer support representative o Assigned System ID number o Problem description and site location o Other pertinent information for Motorola to open a Case e Verify with the SSC that Restoration is complete or the STARS is functional if required by the Commonwealth s repair verification preference stated above e Submit changes to any Commonwealth administrative information supplied in the Customer Support Plan to the Customer Support Manager e Cooperate with Motorola to enable Motorola to provide the Dispatch Service to the Commonwealth MOTOROLA intelligence everywhere Page 3 SECTION 15 COMMONWEALTH
6. TXRX combiners Celwave antennas Decibel antennas Sinclair antennas Andrew transmission lines Base Stations and Repeaters ASTRO 25 digital trunked Quantar repeaters and analog conventional Quantar base stations Central Electronics Banks CEBs CENTRACOM Gold Series CEB Power Supplies Base Interface Modules BIMs Smart Phone Interfaces SPIs Logging Recorder Interfaces and Network Hubs Digital Access Cross Connects DACS and Channel Banks Zhone ARCA DACS 100 and Zhone Telecommunications Network Server TeNSr channel banks Computers ASTRO 25 Private Network Management System computer terminals CENTRACOM Gold Series Elite dispatch workstation computers MOSCAD Fault Management Graphic Master Central GMC and Graphic Workstation GWS computers Includes keyboards mice and trackballs Excludes defective or phosphor burned cathode ray tubes CRT s and burned in flat panel display image retention Consoles CENTRACOM Gold Series Elite dispatch consoles Includes headset jacks dual footswitches and gooseneck microphones Controller s Trunking MZC 3000 Zone Controllers and PSC 9600 Private Site Controllers Logging Recorder Nice WordNet Logging Recorder System Equipment Embassy Switch Ambassador Electronics Bank AEB Ambassador AMB cards Ambassador Interface Mux Interface AIMI Zone Ambassador Interface ZAMBI Motorola Gold Elite Gateway MGEG Private Network Man
7. boards and chips as the Commonwealth s malfunctioning FRU s e Program FRU which will be exchanged with the Commonwealth s malfunctioning unit to original operating parameters based on templates provided by the Commonwealth e Properly package and ship FRU from IDO s FRU inventory to the Commonwealth specified address o During warranty Motorola will be responsible for appropriate shipment of FRUs Otherwise an FRU is sent next day air paid by Motorola via Federal Express Priority Overnight or UPS Red unless otherwise requested Shipments outside of the above mentioned delivery programs such as NFO next flight out are subject to additional charges to be paid by the Commonwealth Q MOTOROLA intelligence everywhere Page 6 COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN N O O Other than during warranty Motorola will pay shipping and handling during normal operating hours of Monday through Friday 7 00 am to 7 00 pm CST excluding holidays Shipments outside these hours are subject to additional shipping and handling charges to be paid by the Commonwealth When sending the FRU to the Commonwealth provide a return air bill in order for the Commonwealth to return the malfunctioning FRU e Receive equipment from the Commonwealth in the FRU s shipping container and document its arrival repair and return Provide return authorization numbers when requested as mentio
8. provide to the Commonwealth periodic bulletins which announce and explain available Enhancement Releases and Core Releases for Motorola Software for use with upgrade capable Motorola Equipment covered by the SSA This service applies to the entire STARS infrastructure until expiration of the final warranty Motorola has the following responsibilities e Prior to beginning any software upgrade provide the STARS PD a detailed software migration plan with step by step activities and a problem mitigation plan to restore STARS to the previous version of software if a problem occurs during the upgrade e Provide to the Commonwealth bulletins announcing Enhancement Releases and Core Releases Identify the features and capabilities that pertain to the current configuration of STARS Notify the Commonwealth of any potential hardware or other software upgrades that may be required e Provide to the Commonwealth available Enhancements Releases and Core Releases as ordered by the Commonwealth If the Commonwealth orders a new Enhancement Release or Core Release provide those Standard Features included in the release which apply to the Commonwealth s existing system components e Obtain the STARS Program Director s concurrence prior to installing any software upgrade or revision The Commonwealth has the following responsibilities e Use the Software and releases in accordance with the terms of this contract e Cooperate with Motorola to enable Motorol
9. to Motorola and select third party Infrastructure as identified in Exhibit A located at the end of this section Equipment is serviced down to the component level at the Motorola Infrastructure Depot Operations IDO At Motorola s discretion select third party Infrastructure may be sent to the original equipment manufacturer or third party vendor for repair When available Motorola will provide the Commonwealth with an Advanced Field Replacement Unit s FRU s in exchange for the Commonwealth s malfunctioning FRU s Non standard configurations none are currently identified in this Contract and any Commonwealth modified units are excluded from this service Malfunctioning FRU s will be evaluated and repaired by Motorola s IDO and returned to IDO FRU inventory upon completion of repair In cases where advanced replacement is not an option such as when the Commonwealth requires the exact serial number in order for equipment to be returned the FRU may be available on a loaner basis This service applies to the entire STARS infrastructure until expiration of the final warranty Motorola has the following responsibilities e Maintain and provide access to an inventory of FRU subject to availability that can be shipped from IDO to the Commonwealth or Servicer upon request as described below IDO reserves the right to provide new or refurbished units as FRU The FRU will be of the same kit and version and will contain similar
10. ARS equipment e Provide materials tools documentation physical planning manuals diagnostic and test equipment necessary to perform the Maintenance service The Commonwealth has the following responsibilities e Maintain the provided environment heat light and power for the Equipment location and provide the cleared Servicer full free and reasonably safe access to the Equipment so that the Servicer may provide services All sites will continue to be accessible by standard four wheel drive service vehicles e Purchase and maintain an inventory of critical spare FRU equipment as listed in the Equipment list in Appendix 8 and subsequent change orders e Distribute the spare FRU equipment across the Commonwealth as identified in Appendix 8 e Supply FRU or assembly as needed and available in order for Motorola to Restore the STARS as set forth above e Cooperate with Motorola to enable Motorola to provide the OnSite Infrastructure Response services to the Commonwealth MOTOROLA intelligence everywhere Page 10 COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN N 15 5 Local Subscriber Support Local Motorola Service Providers determine if a subscriber can be repaired immediately or requires additional services The Local Subscriber Support includes removal and reinstallation of serviced mobile subscribers from their vehicles from their vehicle mounting brackets If the Equip
11. COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN ee Motorola Warranty and Support Plan 15 0 Motorola Warranty and Support Plan 15 1 Overview Motorola has developed a customized Warranty and Support Plan for the Commonwealth s STARS A unique aspect of this plan is the collaboration that will take place between Motorola and the Virginia State Police VSP During the warranty period s the VSP technical staff will have the opportunity to join Motorola or Motorola Subcontractor technicians as they respond to issues that arise with the infrastructure or fixed network equipment After each Division warranty has expired the Commonwealth will assume all equipment maintenance other than the master site equipment This will complement Motorola s formal technical training program further preparing the VSP technical staff to assume ongoing maintenance functions as described later in this document The Network Operations Center NOC located at SPHQ will be the primary point of contact for all watranty and maintenance issues The NOC will receive landline calls for maintenance issues and during warranty will notify the Motorola SSC who will dispatch service The NOC will also receive all status alarms from the infrastructure equipment The NOC will also dispatch a Commonwealth technician at the same time for on the job training If the NOC receives a maintenance call or an alarm on infrastructure tha
12. OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS SS en 15 3 Network Monitoring Service Network Monitoring Service electronically monitors specific elements of the STARS for Events When an Event is detected it is forwarded to the Motorola System Support Center and the SPHQ NOC using system specific monitoring tools These facilities are staffed with trained technologists who can acknowledge the Event run available diagnostic routines and initiate an appropriate response This service applies to the entire STARS infrastructure during any applicable warranty period and to the master sites until expiration of the final warranty Motorola has the following responsibilities e Recommend and coordinate installation of any needed connectivity or monitoring equipment e Provide dedicated 56k frame relay necessary for monitoring the STARS e Verify connections and Event monitoring prior to System Acceptance or Start Date e Remotely Monitor the STARS continuously as the primary monitoring entity during warranty then only the master sites through expiration of final warranty e Access the STARS to perform remote diagnostics as indicated per the Commonwealth as noted below e Create a Case when action is required e Coordinate with the SPHQ NOC whenever devices are to be disabled and enabled within STARS as needed for Servicers who go to the Commonwealth s sites when intervention is required e Verify ser
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14. TATEWIDE AGENCIES RADIO SYSTEM STARS SSS SSS SSS SSS SSS SS een This Warranty and Support Plan is comprised of the following service products that are later described in detail Dispatch Service Remote Technical Support Network Monitoring Service On Site Infrastructure Response Subscriber Support Subscriber Repair Preventive Maintenance Infrastructure Board Repair Infrastructure Software Installation Generator Support System Audit Vendor Management UPS Support Network Security Asset Management Configuration Management on Party Depot Repair Software Subscription Agreement Network Management 15 2 Dispatch Service The Call Center Operation CCO at Motorola s System Support Center SSC will continuously provide a point of contact for technical customer service requests received from the Commonwealth The CCO is staffed with customer support representatives who will coordinate the appropriate service response and resources Service requests received from the Commonwealth will be tracked and monitored from creation to close through an electronic Case process described below The primary responsibilities of the Motorola Helpdesk Tier 1 System Technologists and the general logical flow for handling trouble calls are listed below The Customer Support Plan Document definitions and trouble call flow will supersede this Warranty and Support Plan document This service applies to th
15. Third party equipment not provided by Motorola with the original STARS and not specifically added to this Contract Consumable items except defective items during warranty Test equipment except defective items during warranty Racks furniture and cabinets except defective items during warranty Firmware and or Software upgrades MOTOROLA intelligence everywhere COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN se a 15 4 2 3 Party Depot Repair 3 Party Depot Repair provides repair service to STARS for bi directional amplifiers and microwave radio Infrastructure equipment Equipment is serviced down to the component level at the appropriate original equipment manufacturer s repair depot This service applies to the entire STARS infrastructure until expiration of the final warranty Motorola has the following responsibilities e Receive equipment from the Commonwealth non warranty and document its arrival repair and return Provide return authorization numbers when required as the primary 3 party depot repair provider e Provide the following service on all equipment during warranty and on identified third party Infrastructure after warranty o Perform pre diagnostic and repair services to confirm equipment malfunction and eliminate sending equipment with no trouble found NTF to third party vendor for repair when applicable o Ship equipment to the original equip
16. a to provide the Software Subscription Agreement services to the Commonwealth MOTOROLA intelligence everywhere Page 14 COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN Sa N 15 8 System Audit System Audit provides the technical resources to gather system configuration information related to the Equipment prior to implementation of a Software Enhancement release Depending on the specific requirements for the audit information such as software versions hardware versions model and serial numbers equipment distribution and system layout architecture is gathered and retained by Motorola and Commonwealth Motorola will provide a soft copy of the audit data to the Commonwealth This service applies to the entire STARS infrastructure until expiration of the final warranty Motorola has the following responsibilities e Determine information to be collected in the audit which may include software versions hardware versions model and serial numbers equipment distribution and system layout architecture e Contact the Commonwealth STARS PD to schedule a mutually acceptable date and time for the audit and inform the Commonwealth of scheduled down time in order to complete the audit e Service will be performed during Standard Business Day hours e Collect system audit data e Provide the Commonwealth a soft copy of the audit data collected e Notify the Commonwealth if malfuncti
17. agement System PNMS Terminals PNMS Pentium IV servers and client computers associated with the User Configuration Server UCS Zone Database Server ZDS Zone Statistics Server ZSS Air Traffic Router ATR Server FullVision Server FVS Ethernet Switch Management Server ESMS and the WAN Switch Management Server WSMS Telephone Interconnect DTI 1000 Private Branch Exchange PBX Microwave Equipment Microwave Networks Inc MNI CM6 6 GHz Digital Microwave and 18 GHz Proteus Digital Microwave systems Fujitsu SONET Muxes Monitor s All monitors connected to computers that directly interface with or control the Equipment Includes flat panel displays and touch screen monitors Excludes defective or phosphor burned cathode ray tubes CRT s and burned in flat panel display image retention Page 26 Q MOTOROLA intelligence everywhere COMMONWEALTH OF VIRGINIA STATEWIDE AGENCIES RADIO SYSTEM STARS SECTION 15 WARRANTY AND SUPPORT PLAN Alarm and Control System MOSCAD Graphic Master Centrals GMCs Graphic Workstations GWSs Network Fault Management Front End Processors FEPs Network Fault Management Remote Terminal Units RTUs Network Fault Management FullVision Pentium IV servers and client computers Frequency Time Standards Printers Laser and dot matrix printers used with the Private Network Management System FullVision MOSCAD and CENTRACOM
18. all Software Enhancement Releases pursuant to the Software Subscription Agreement e Provide Configuration Change Support and Work Flow changes to systems that have dial in capability The Commonwealth has the following responsibilities e Submit changes to any Commonwealth administrative information supplied in the Customer Support Plan to the Customer Support Manager e Contact the System Support Center in order to access the Technical Support Operation provide name of caller name of the system The Commonwealth of Virginia or STARS for example System ID number Service Agreement number site s in questions and brief description of the problem e Supply on site presence when requested by System Support Center e Validate issue resolution prior to close of the Case e Allow Motorola remote access to the STARS when required for issue characterization MOTOROLA intelligence everywhere Page 5 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS e Cooperate with Motorola to enable Motorola to provide the Technical Support services to the Commonwealth e Acknowledge that Cases will be handled in accordance with the times and priorities as defined in Tables 15 2 and 15 3 and system response times as defined in Tables 15 1 and 15 2 at the end of this Warranty and Support Plan 15 4 1 Infrastructure Repair with Advanced Replacement Infrastructure Repair provides repair service
19. costing considerations e Motorola will perform annual Technology Refresh reviews with the STARS PD and determine any modifications necessary to the existing scope of services provided Participate in ongoing fleet mapping and talk group configuration meetings Tracking of Motorola service suppliers As built drawing updates and approval process Maintain antenna and antenna site diagrams Retain all versions of coverage documentation both actual and predictive Tracking of Transmitter site utility providers and site contracts for master sites Service Manual updates MOTOROLA Page 22 intelligence everywhere COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN PN Commonwealth Post Warranty Maintenance Responsibilities 15 14 Sites and Facilities Maintenance The Commonwealth will be responsible for all maintenance functions after warranty 15 14 1 Tables and Exhibits Table 15 1 On Scene Response Times Severity Level Response Time Within 2 hours from alarm or receipt of notification from SPHQ NOC Within 4 hours from alarm or receipt of notification from SPHQ NOC Severity 3 Within 24 hours from alarm or receipt of notification from SPHQ NOC Severity 1 Severity 2 Q MOTOROLA intelligence everywhere Page 23 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS SSS SSS SSS Table 15 2 Res
20. e entire STARS infrastructure during any applicable warranty period and to the master sites until expiration of the final warranty Motorola has the following responsibilities for STARS infrastructure equipment e Continuously receive technical service requests from the Commonwealth or Motorola via telephone as the primary dispatch provider to STARS e Open a Case and gather information from the Commonwealth to perform the following o Characterize the issue o Determine a plan of action o Assign and track the Case to resolution MOTOROLA intelligence everywhere Page 2 COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN N e Dispatch a Servicer as required by procedures in the CSP and provide necessary Case information collected from the Commonwealth as noted below o Upon Dispatch of Servicer notify the Commonwealth s State Police Headquarters Network Operation Center SPHQ NOC to allow VSP Communications Division technicians the opportunity to assist in the repairs if desired during a warranty period e Ensure the required cleared personnel have access to STARS information as needed e Escalate the Case to the appropriate party e Verify with the Commonwealth that Restoration is complete or the STARS is functional if required by the Commonwealth s repair verification preference as set forth below If verification by the Commonwealth cannot be completed within 20 minutes of
21. ement and inventory control MOTOROLA intelligence everywhere Page 12 COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN ee ay 15 6 1 Preventive Maintenance Motorola will provide operational tests and alignments on the Commonwealth s Equipment as required by manufacturer s specifications Preventive Maintenance will be performed during Standard Business Days and coordinated with the STARS Project Management Team If the STARS or Commonwealth requirements dictate this service must occur outside of Standard Business Days Motorola will provide an additional quotation This service applies to the entire STARS infrastructure during the applicable warranty period Motorola has the following responsibilities e Prior to preventive maintenance activities the activities that will be performed the impact on the system operation during the preventive maintenance and probable mitigation steps to restore the system if something goes wrong will be discussed at project meetings and documented in the meeting minutes e Coordinate with the STARS Project Management Team of any possible STARS downtime needed to perform this service e Physically inspect the infrastructure Equipment in the system equipment cabinets general circuitry fault indicators cables and connections e Remove any dust and or foreign substances from the equipment e Clean filters if applicable e Measure record
22. es e Coordinate with STARS users of upgrade plans and scheduled STARS downtime e Cooperate with Motorola to enable Motorola to provide the Infrastructure Software Installation services to the Commonwealth 15 10 Vendor Management Manage and coordinate vendor provided services and products and quality or certification as required These services include third party coordination network connectivity integrity and transport vendor interface This service applies to the entire STARS infrastructure during any applicable warranty period and to the master sites until expiration of the final warranty 15 11 UPS Support Service Remote Sites Motorola will provide service and maintenance of UPS components to the Commonwealth to maintain and ensure maximum system availability during the applicable warranty periods Motorola has the Following Responsibilities e Maintenance support for the Motorola supplied UPS equipment e Preventative maintenance per manufacturers specifications e Support will be provided seven days per week 24 hours per day e Provide a written inspection report to the Commonwealth within 20 days of inspection Q MOTOROLA intelligence everywhere Page 16 COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN aaa The Commonwealth has the Following Responsibilities e Allow Motorola remote access to the STARS e Coo
23. facility as described above e The SPHQ NOC will direct STARS users to the best available Communications Division resource or Motorola Servicer e Inform Servicer of description of problem for equipment brought in for service e Cooperate with Motorola to enable Motorola to provide the Local Subscriber Support service to the Commonwealth MOTOROLA intelligence everywhere Page 11 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS SS een 15 6 Subscriber Repair Subscriber Repair provides board level service for the Equipment that is specifically named in the Contract Services are performed at a designated Motorola facility In addition to Equipment specifically named in this Contract Subscriber Repair includes service on standard palm microphones and mobile control heads provided This service applies to the STARS Subscriber equipment during its applicable warranty period Motorola has the following responsibilities e Test and Restore the equipment to factory specifications e During warranty reprogram equipment to original operating parameters based on the Commonwealth template if retrievable or from a Commonwealth supplied backup diskette If the Commonwealth template is not usable a generic template utilizing the latest Radio Service Software RSS version for that equipment will be used and the subscriber will be reprogrammed by the field Servicer e Clean external ho
24. ic data elements as performed in the Inventory Management Setup Motorola will track and manage installs moves additions and changes to 60 000 serialized asset specific data elements during the warranty period Motorola will provide standard reporting on asset specific data elements as defined in the Customer Support Plan The following items are included in this service e Asset Location Lists those assets currently in possession by specific locations such as a department agency or site location along with other asset specific information e Asset Status Provides status of assets so that the number of assets in repair active spare etc may be understood and managed accordingly e Warranty Expiration Advises when expiration date of warranty is due e Spares by Location Provides detail on what types of spares and quantities are available at a given location e Unit Data Input via bar code scanner e Location of equipment by name vehicle ID Officer ID Radio ID MOTOROLA Page 18 intelligence everywhere COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN N Trouble ticket tracking system Ability to track all public safety equipment in vehicles Radios Control Heads Portables Chargers Radars Repeaters Camera Systems CBs MCTs Lojack etc Motorola will provide an agreed upon set of data from it s Asset and Configuration Services to the Commonwealth for use i
25. la will pay return shipping charges equipment to the Commonwealth specified address or if the Commonwealth FRU was exchanged with an IDO FRU return the Commonwealth s FRU s to IDO s FRU inventory upon completion of repair MOTOROLA intelligence everywhere Page 7 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS SSS SSS SSS SS een The Commonwealth has the following responsibilities Contact the Motorola System Support Center SSC and request an advanced FRU exchange or a return authorization number for all other repairs prior to shipping malfunctioning equipment or third party Infrastructure named in the applicable attached Exhibit when not covered by a warranty The initial call to the SSC may be from Servicer if pursuant to this Contract Servicer is acting on the Commonwealth s behalf o Provide model description model number serial number type of system and Firmware version symptom of problem and address of site location for FRU or equipment when not covered by a warranty o Indicate if known that the Equipment or third party Infrastructure being sent in for service was subjected to physical damage or lightning damage Follow Motorola instructions regarding inclusion or removal of Firmware and Software applications from Equipment being sent in for service o Provide a Commonwealth purchase order number to secure payment for any cost as set forth above excep
26. ment has an external defect or can be Restored without opening the subscriber case the Equipment will be Restored and returned to the Commonwealth If the Equipment has an internal defect or is not serviceable without opening the subscriber case then the Equipment will require additional service as described This service applies to the STARS Subscriber equipment during its applicable warranty period Motorola has the following Responsibilities e Service to be performed at the Servicer facility during Standard Business Days These facilities will be at most 100 miles between locations e Perform an operational check on Equipment to determine the nature of the problem e Remove reinstall mobile or data Equipment from to vehicle as needed for servicing e Repair mobile or data Equipment utilizing Subscriber Repair service as identified elsewhere in this Warranty and Support Plan if needed e Install a Commonwealth provided FRU if needed to allow user to return to service during repair of original Equipment e Anti virus or software updates during the warranty period will be provided at VSP Area Offices Divisions and Motorola Service Facilities The Commonwealth has the following Responsibilities e For after hours support of First Responder users the VSP Communications Division personnel will perform Ist echelon service and replace defective subscriber equipment with a Commonwealth provided FRU and deliver the failed unit to the Servicer
27. ment manufacturer or third party service vendor for repair service o Coordinate and track equipment sent to the original equipment manufacturer or third party vendor for service o Perform a post test to confirm malfunctioning equipment has been repaired and will function properly in the STARS configuration e Reprogram equipment to original operating parameters based on templates provided by the Commonwealth as indicated below If the Commonwealth template is not provided or is not reasonably usable a standard default template may be used If Motorola determines that the malfunctioning equipment is due to a Software defect Motorola reserves the right to reload equipment with a similar Software version The Commonwealth has the following responsibilities e Contact Motorola after warranty as previously defined in Dispatch Service to initiate a service request o Provide symptom of problem and address of site location for equipment o Indicate if the third party Infrastructure for which service is being requested was subjected to physical damage or lightning damage Follow Motorola instructions regarding inclusion or removal of Firmware and Software applications from equipment being sent in for service e Maintain templates of Software applications and Firmware for reloading of equipment as set forth above e Cooperate with Motorola to enable Motorola to provide these repair services to the Commonwealth MOTOROLA intelligence everywhere
28. n Commonwealth existing systems Motorola and the Commonwealth will agree to the content and format of this data set Motorola will provide the data to the Commonwealth on an agreed upon periodic and scheduled basis such as daily weekly or monthly It is intended that the Commonwealth utilize this data to update their existing Asset management information system Updates or changes regarding radio system assets held in the existing Commonwealth asset management system may be provided to Motorola Several STARS specific fields will require definition in the Motorola system in order to provide the contracted asset management service such as Commonwealth of Virginia specific asset tag information Departments numbers or locations Motorola and the Commonwealth will agreeto the content and format ofthis data set The Commonwealth will provide the data to Motorola on an agreed upon periodic and scheduled basis such as daily weekly or monthly Motorola will utilize this data to keep the asset records for the Commonwealth up to date while delivering Asset amp Configuration services Any further linkage between the Motorola Services and the Commonwealth database can be addressed through a change order process A discussion and in depth of understanding of requirements and the structure of the existing Commonwealth database is required to scope the electronic information and data formats utilized to ensure accurate exchange of information 15 12 3 Co
29. ned below e Perform the following service on Motorola Equipment O O O Perform an operational check on the equipment to determine the nature of the problem Replace malfunctioning Components with new or refurbished assemblies Verify that Motorola Equipment is returned to manufactured specifications as applicable Perform a Box Unit Test on all serviced equipment Perform a System Test on select equipment when possible e Provide the following service on select third party Infrastructure O Perform pre diagnostic and repair services to confirm equipment malfunction and eliminate sending equipment with no trouble found NTF to third party vendor for repair when applicable Ship equipment to the original equipment manufacturer or third party vendor for repair service Coordinate and track equipment sent to the original equipment manufacturer or third party vendor for service Perform a post test to confirm malfunctioning equipment has been repaired and will function properly in the STARS configuration Reprogram Equipment to original operating parameters based on templates provided by the Commonwealth as noted below If the Commonwealth template is not provided or is not reasonably usable a standard default template will be used If IDO determines that the malfunctioning equipment is due to a Software defect IDO reserves the right to reload equipment with a similar Software version Properly package and return ship Motoro
30. nfiguration Management Configuration Management will provide the Commonwealth with current diagrams drawings and device specific parameters to facilitate shorter cycle time for network resolution and reduced cost for network upgrades associated with STARS Features Tracking and updating current information Tracking programming templates such as subscribers repeaters and routers Software and hardware version for each end item Device code plugs flash codes and parameter settings Site connectivity configurations Network drawings and block diagrams Rack diagrams Maintain copies of dispatch console diagrams and programming parameters MOTOROLA intelligence everywhere Page 19 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS SSS SSS SSS SSS een e Retain all versions of operational and technical manuals of the complete system for the Commonwealth e Equipment Hardware Configuration Shelf and Card locations Switch Settings Jumpers Router Tables e Retain all versions of templates and other user data MOTOROLA Page 20 intelligence everywhere COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN e 15 13 Network Security 15 13 1 Network Security Services CONFIDENTIAL PROPRIETARY Information EXEMPT from public disclosure 15 13 1 1 Pre tested Anti Virus Subscription CONFIDENTIAL PROPRIETARY Informa
31. nical Support Operation is staffed with technologists who specialize in the diagnosis and resolution of system performance issues This service applies to the entire STARS infrastructure until expiration of the final warranty Motorola has the following responsibilities e Continuously provide Technical Support Operation availability for all Severity One issues e Respond to requests for the Restoration of failed systems and to diagnose operation affecting problems in accordance with the Response times defined in Table 15 1 and Severity Levels defined in Table 15 3 and System Response Times defined in Tables 15 1 and 15 2 located at the end of this Warranty and Support Plan document e Advise caller with procedure for determining any additional requirements for issue characterization Restoration or known fix for issue resolution e Attempt remote access to STARS for remote diagnostics if possible e As needed coordinate with the Servicer and SPHQ NOC until close of the Case e Coordinate technical resolutions with agreed upon third party vendor s as identified in the CSP as needed e Escalate support issues to Motorola or other manufacturers engineering and product groups if necessary e Provide a focal point for any Systemic issue and manage the Systemic issue to resolution e Escalate the Case to the appropriate party to meet system response times as defined in Tables 15 1 and 15 2 e Provide remote assistance if needed to inst
32. oning Equipment is discovered during the audit and if that Equipment cannot be audited due to the malfunction e Update the STARS asset management database The Commonwealth has the following responsibilities e Provide Motorola full free and reasonably safe access to the Equipment so that the Cleared Servicer may collect the audit data e Cooperate with Motorola to enable Motorola to provide the System Audit services to the Commonwealth MOTOROLA intelligence everywhere Page 15 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS 15 9 Infrastructure Software Installation Infrastructure Software Installation provides the technical resources to install and activate Enhancement Releases to the STARS This service applies to the entire STARS infrastructure until expiration of the final warranty Motorola has the following responsibilities e Prior to beginning any software upgrade provide the STARS PD a detailed software migration plan with step by step activities and a problem mitigation plan to restore STARS to the previous version of software if a problem occurs during the upgrade e Install Enhancement Releases that may be provided by Motorola e Install board replacements as required by the Enhancement Release which are purchased by the Commonwealth as noted below e Service will be performed during Standard Business Days The Commonwealth has the following responsibiliti
33. perate with Motorola to enable Motorola to provide the UPS support services 15 11 1 Generator Support Motorola provides service and maintenance to perform periodic inspections on all remote site generators for the STARS during the applicable warranty periods Motorola has the following responsibilities e Provide a written inspection report to the Commonwealth within 20 days of inspection e All generator preventive maintenance will be in accordance with the manufacturers PM schedule e Check automatic transfer switch for proper operation e Check all instruments for proper operation e Instruct Commonwealth technical personnel if such personnel are available and present on operating and upkeep procedures between regular calls by Motorola e Simulate engine safeties for proper operation e After all of the above is performed run generator test and conduct test under building load when practical The Commonwealth has the following responsibilities e Allow Motorola remote access to site e Expenses to repair damage caused by abuse accident thefts acts of a third person forces of nature or alerting the equipment MOTOROLA intelligence everywhere Page 17 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS SS en 15 12 Asset and Configuration Management This service applies to the entire STARS infrastructure until expiration of the final warranty 15 12 1 Inventory
34. ponse Times for Network Monitoring Service Remote Technical Support and OnSite Severity Level Response Time Severity NMS Resolve or escalate within 15 minutes from alarm RTS Respond or escalate within 1 hour of receipt of request for Technical Support and communicate with SPHQ NOC to update status Coordinate with SPHQ NOC within 2 hours to determine further appropriate action OS Enroute within 4 hours from time of alarm or receipt of notification from SPHQ NOC unless otherwise agreed to by SPHQ NOC NMS Resolve or escalate within 15 minutes from alarm RTS Respond or escalate within 2 hours of receipt of request for Technical Support and communicate with SPHQ NOC to update status Coordinate with SPHQ NOC within 3 hours to determine further appropriate action OS Enroute within 6 hours from time of alarm or receipt of notification from SPHQ NOC unless otherwise agreed to by SPHQ NOC Severity 3 NMS Resolve or escalate within 15 minutes from alarm RTS Respond or escalate within 8 hours of receipt of request for Technical Support and communicate with SPHQ NOC to update status Coordinate with SPHQ NOC within 8 hours to determine further appropriate action OS Enroute within 24 hours from time of alarm or receipt of notification from SPHQ NOC unless otherwise agreed to by SPHQ NOC Severity 2 Denotes that these response times are applicable only during Standard Business Day Seve
35. rity 1 Response Times are applicable continuously MOTOROLA Page 24 intelligence everywhere COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN Table 15 3 Severity Definitions Severity Level Problem Types Severity 1 Any Site Down gt 25 of channels down at any site Loss of functionality of entire site Loss of gt than 50 of console operator positions at a communications center Loss of ability to report critical alarms at any site Loss of multi site controls or networking Failure of the primary and backup message switches Severity 2 Significant STARS Impairment Failure of the primary or backup message switch e SW or HW subsystem failure for a non critical function e Loss of lt or equal to 50 of console operator positions at a communications center Severity 3 Parts Questions Upgrades Intermittent problems that have a non system affect STARS Cases presently being monitored Operational and informational questions e Configuration Change Support and Work Flow procedure questions MOTOROLA intelligence everywhere Page 25 SECTION 15 WARRANTY AND SUPPORT PLAN COMMONWEALTH OF VIRGINIA STATEWIDE AGENCIES RADIO SYSTEM STARS Equipment Category Exhibit A Coverage and Exclusions for Infrastructure Repair Notes Exceptions Antenna Systems Kaval bi directional amplifiers TXRX multicouplers
36. t during warranty where there will be no costs Upon receipt of the FRU from IDO s FRU inventory properly package the Commonwealth s malfunctioning equipment and ship the malfunctioning equipment to IDO within five 5 business days for evaluation and repair as set forth above The Commonwealth will send the return air bill referenced above back to IDO in order to ensure proper tracking of the return The Commonwealth will be subject to a replacement fee for FRU not properly returned For equipment and or third party Infrastructure repairs that are not exchanged in advance properly package equipment and ship the malfunctioning FRU freight prepaid by the Commonwealth when not under warranty to Motorola Clearly print the return authorization number on the outside of the packaging The Commonwealth is responsible for properly packaging the Commonwealth FRU or IDO FRU to ensure that the shipped equipment arrives un damaged and still in repairable condition Maintain templates of Software applications and Firmware for reloading of equipment as set forth above Cooperate with Motorola to enable Motorola to provide the Infrastructure Repair with Advanced Replacement services to the Commonwealth In addition to any exclusions named in Terms and Conditions or the Excluded Services section of this Warranty and Support Plan the following items are excluded from Infrastructure Repair with Advanced Replacement Page 8 Physically damaged equipment
37. t is post warranty the Commonwealth will have the primary maintenance responsibility and will dispatch Commonwealth technicians accordingly The Warranty and Support Plan for the Commonwealth combines the services of the Commonwealth s technical staff local Motorola Service Subcontractors MSS the Radio Support Center RSC the Motorola System Support Center SSC and other specialized technical subcontractors with the availability of Motorola and other manufacturer s technical engineering and administrative support as required This approach will enable Motorola to make maximum utilization of resources while providing responsive service and maximum system operation and reliability Motorola will update as required the SPHQ NOC with contact information of the various service providers until the closure of the final warranty period The Zone 1 and Zone 2 Master Site equipment as identified in Exhibit B at the end of this section will remain the responsibility of Motorola through expiration of final warranty At the expiration of the final warranty the Commonwealth will assume maintenance responsibilities for the Zone 1 and Zone 2 master site equipment Support does not include the physical repair or restoration of any equipment or software provided under this contract except as identified in the Warranty and Support Plan Q MOTOROLA intelligence everywhere Page 1 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN S
38. tion EXEMPT from public disclosure 15 13 1 2 Anti Virus Management CONFIDENTIAL PROPRIETARY Information EXEMPT from public disclosure 15 13 2 Network Barrier Management CONFIDENTIAL PROPRIETARY Information EXEMPT from public disclosure Q MOTOROLA intelligence everywhere Page 21 SECTION 15 COMMONWEALTH OF VIRGINIA WARRANTY AND SUPPORT PLAN STATEWIDE AGENCIES RADIO SYSTEM STARS SSS een 15 13 3 Network Management Network Management provides management and operational activities necessary to ensure performance availability and utilization to meet the service level requirements This includes remote system monitoring and alarm diagnostics system utilization and a network optimization plan This service applies to the entire STARS infrastructure until expiration of the final warranty e Reports of the system performance use operational and maintenance activities o Standard reports include device availability and system performance repair activity response and restoration cycle time and open closed Cases for tracking issue resolution o Identify system capacities pertaining to LMR voice LMR data and MW o Identify other technologies that may be implemented and their benefits e Ona monthly basis analyze the data and provide recommendations for improvement e Custom reports that might be needed to meet specific requirements for the Commonwealth of Virginia system are available subject to design and
39. using of the equipment e Pay the outbound freight charges for next day shipping e Pay the inbound freight charges only if the Commonwealth uses the Motorola designated delivery service unless that service is not readily available at the service location e Provide the Commonwealth with the Motorola repair request form and inventory adjustment form e Process inventory adjustment requests received by fax or email from the Commonwealth If the request is received by email Motorola will email an acknowledgement to the sender e If applicable notify the Commonwealth of changes in Motorola designated inventory adjustment email address or fax number e Update the STARS asset management and inventory control The Commonwealth has the following Responsibilities if shipping a Subscriber directly to the Motorola designated repair depot e Utilize the Motorola designated delivery service program for inbound shipping e Complete a Motorola repair request form and submit it with each unit of equipment sent in for service Mobile control heads or accessory items sent in must reference the serial number of the main unit e If desired supply Motorola with a 3 5 backup diskette or CD with the Software template or programming in order to assist in returning the equipment to original operating parameters This step must be completed for equipment that will not power up If applicable record the current flash code for each radio e Update the STARS asset manag
40. vice of Event as needed e Provide activity reports to the Commonwealth on Case history e Provide Performance Reports for the STARS The Commonwealth has the following responsibilities e Allow Motorola remote access continuously to obtain STARS performance data e Notify the System Support Center when an employee or representative of the Commonwealth performs any activity that may impact a covered STARS element This activity may include but is not limited to installing software or hardware upgrades performing upgrades to the network or taking down part of the system to perform maintenance e Allow cleared Servicers access to Equipment including any connectivity or monitoring equipment if remote service is not possible e Order and maintain dedicated dial up phone lines for telephone service for the VSP Dispatch Administrative Phone System diagnostics during warranty e Cooperate with Motorola to enable Motorola to provide the Network Monitoring Service to the Commonwealth MOTOROLA intelligence everywhere Page 4 COMMONWEALTH OF VIRGINIA SECTION 15 STATEWIDE AGENCIES RADIO SYSTEM STARS WARRANTY AND SUPPORT PLAN SSS l U 15 4 Remote Technical Support Service The Technical Support Operation at Motorola s SSC provides the Commonwealth s technical staff with centralized remote telephone support for technical issues that require a high level of communications systems expertise or troubleshooting on the Equipment The Tech
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