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1.0 Des~ption of S~rvice The T~hrffcal ~upport Op mon at IViotorola~s SSC provides to Customer's t~hnJc~ sta~ centraliz~ r~ote sup~rt for t~cal issues that muire a ~ level of ~mmunications syst~s exp~tise or troubleshooting on ~e Equipment. ~e Technical Support Operation is staffed with technical consultants who specialize in the diagnosis and resolution of system performance issues. Technical Support is only available on installed systems currently supported by the System Support Center. 2.0 Motorola has the following responsibilities: 2.1 Provide Technical Support Operation availability for all Severity One issues Continuously. 2.2 Respond to requests for Technical Support in accordance with the Response times defined in Table B and Severity Levels defined in Table C in Appendix 1 at the back of this Statement of Work. 2.3 Advise caller with procedure for System Restoration or issue resolution. 2.4 As needed, coordinate with the Servicer in the field until close of the Case. 2.5 Coordinate technical resolutions with agreed upon third party vendor(s), as needed. 2.6 Escalate support issues to Motorola engineering and product groups, if necessary. 2.7 Provide a focal point for any systemic issue and manage the systemic issue to resolution. 2.8 Escalate the Case Number to the appropriate party upon expiration of a Response time. 2.9 Provide remote assistance to customers with the installation of Motorola Enhancement Releases if needed, if the Enhancement Release(s) is provided pursuant to a Motorola Software Subscription Agreement. 3.0 Customer has the following responsibilities: 3.1 Complete and submit all required database and escalation procedure forms to be entered and stored at the System Support Center prior to System Acceptance. 3.2 Submit changes in any information supplied in the above documents to the Customer Support Manager prior to the change taking effect. 3.3 Contact the System Support Center in order to access the Technical Support Operation, provide name of caller, name of Customer, System ID number, Service Agreement number, site(s) in questions, and brief nature of problem. 3.4 Supply on-site presence when requested by System Support Center. 3.5 Validate issue resolution prior to close of the Case. 3.6 Allow Motorola remote access to the System. 12