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EXmnlT C <br /> ENHANCED SYSTEM SUPPORT PLAN <br /> <br /> STATEMENT OF WORK <br /> <br />1.0 Definitions <br /> Capitalized terms used in this Statement of Work and not otherwise defined <br /> within the Statement of Work or Communications System Agreement have the <br /> following meanings: <br /> 1.1 Case Number: Electronic tracking document for requests for service <br /> on Customer's System through the System Support Center. <br /> 1.2 Core Release: A new version of Soft-ware that adds Standard <br /> Features and major enhancements. These new versions are signified by <br /> changes to the first digit of the version identifier number (e.g. <br /> Smar~Zone 2.0.3 to SmartZone 3.0). <br /> 1.3 Customer: The end-user Customer as identified in the <br /> Communications System Agreement. <br /> 1.4 Customer Support Plan: A document mutually developed by <br /> Motorola and the Customer that provides information about the <br /> Customer and the System and describes the specific processes by which <br /> Motorola will deliver and the Customer will receive the services <br /> promised under this ESS Statement of Work. <br /> 1.5 Continuously: Seven (7) days per week, twenty four (24) hours a <br /> day, three hundred sixty five (365) days a year including holidays. <br /> 1.6 Enhancement Release: A superseding issue of Soitware, which adds <br /> to, improves, or enhances the performance of Standard Features <br /> contained in the then currently shipping Software version. These <br /> releases are signified by changes to the second digit of the version <br /> identifier number (e.g. SmartZone 3.1 to SmartZone 3.2). <br /> 1.7 Equipment: The equipment specified in the Equipment List as set <br /> forth in the Communications System Agreement, including any <br /> additions to the Equipment List during the Warranty Period. <br /> 1.8 Event: An alarm or informational notification received by Motorola <br /> through the Network Management tools. <br /> 1.9 Firmware: Soflmare in object code form that is implanted or <br /> embedded in hardware. <br /> 1.10 Infi'astructure: The fixed Equipment excluding mobiles, portables, <br /> and accessories. <br /> 1.11 Maintenance: The process for determining the cause of Equipment <br /> failure, removing, repairing, or replacing parts or elements necessary in <br /> order to conform the Equipment with the manufacturer's specifications <br /> along with system specific specifications, delivering and reinstalling <br /> the parts, and placing the Equipment back into operation. <br /> 1.12 Motorola Soitware: Sof~ware whose copyright is owned by <br /> Motorola. <br /> 1.13 Response: Response times are defined as when a technician, a <br /> remote systems technologist or a remote network specialist is actively <br /> <br /> 5 <br /> <br /> <br />