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1011 <br />-------- ----- <br />Software updates will be provided <br />Software updates will t <br />Comply <br />CommandCentral Vault solution is offered as a <br />27 <br />as part of ongoing maintenance at <br />part �f 90i <br />cloud based software as a service (SaaS) <br />no additional cost. <br />offering. All upgrades feature enhancements <br />and defect repairs are performed by Motorola <br />Solutions at no additional cost. Motorola <br />Solutions has multiple environments and <br />performs diligent testing in development and <br />testing environments prior to any changes <br />being pushed to a staging environment, Once <br />staging environment has become certified <br />updates are set to be promoted to the customer <br />production environment, <br />3 <br />Departmental users have access to <br />Comply <br />Motorola Solutions' System Support Center <br />a 24/7 Help Desk Service Phone <br />operates 24 hours a day, 7 days a week, 365 <br />Number for technical support during <br />days year. That means you can call us <br />or after normal business hours. <br />anytime. All incoming calls are answered by a <br />live Motorola Solutions representative. Support <br />Center personnel enter requests for service, <br />technical assistance, or telephone messages <br />into a database system, Every time you call us, <br />we log information about your request into the <br />tracking system so that the information is <br />available for reference and analysis to better <br />serve your future service needs, Another <br />benefit of logging every service request is that <br />Motorola Solutions and customers can track the <br />progress from initial contact to final resolution. <br />4 <br />Vendor provides unlimited routine <br />Comply <br />To Access Technical Support Call: The <br />technical: support during normal <br />solutions support center. ASTRO Subscriber <br />business hours. <br />Support team will engage as required, Support <br />is offered in North America 8x5x5 (M-F) local <br />time basis — call 800-927-2744 and select from <br />the auto attendant as follows: Select option 3 — <br />technical support, then select option 3 -- <br />subscriber products, then select option 2 — APX <br />Subscriber Prompt. <br />To Access CommandCentral Vault Call: The <br />CommandCentral Support Team, (Westminster, <br />CO) will engage as required. Call 800-323- <br />91949. Select from the auto attendant as follows: <br />Option 2 — Technical Support of Infrastructure <br />Products, then select Option5 — <br />CommandCentral, then select the appropriate <br />option based on event. <br />5 <br />Vendor provides 24 hour/7 day per <br />Comply <br />Motorola Solutions' System Support Center <br />week emergency technical support <br />operates 24 hours a day, 7 days a week, 365 <br />for any system outage, including <br />days a year and can help coordinate and <br />onsite support for issues that <br />escalate technical support for emergencies <br />require local service. <br />including dispatching onsite support <br />City of South Bend, Indiana <br />Body Camera/ In Car Video Camera Project <br />September 7, 2017 <br />Use or disclosure of this proposal is subject <br />to the restrictions on the cover page. <br />0 Motorola Solutions Confidential Restricted Scope of Work 1-5 <br />