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Dispatch Service <br /> <br /> 1.0 Description of Service <br /> The Call Center Operation at Motorola's SSC Continuously provides a central point of <br /> contact for technical customer service requests. The Call Center Operation is staffed <br /> with Customer Support Representatives who coordinate the appropriate service <br /> response and resources. Service requests are tracked and monitored from creation to <br /> close through an electronic Case Number process. <br /> <br /> 2.0 Motorola has the following responsibilities: <br /> 2.1 Continuously receive technical service requests from Customer via <br /> telephone. <br /> 2.2 Prompt Customer for information necessary to open a Case Number <br /> to characterize the issue, determine a plan of action, assign the case to <br /> the proper SSC resource, and track the issue to resolution. <br /> 2.3 Dispatch a Servicer as required by standard procedures. <br /> 2.4 Notify Customer of the expected arrival of the Servicer at the <br /> designated location. <br /> 2.5 Verify with Customer that Restoration is complete or System is <br /> functional. If verification by Customer cannot be completed within 20 <br /> minutes of Restoration, the Case Number will be closed and the <br /> Servicer will be released. <br /> 2.6 Ensure the required personnel have access to Customer information <br /> as needed. <br /> 2.7 Have access to Customer's System records, including incident <br /> history and site access requirements <br /> 2.8 Escalate the Case Number to the appropriate party upon expiration <br /> of a Response time. <br /> 2.9 Provide periodic activity reports to Customer via the Customer <br /> Support Manager. <br /> <br /> 10 <br /> <br /> <br />