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Network Management Service <br /> <br /> 1.0 Description of Service <br />Network Management Service electronically monitors specific elements of the System for <br />Events and when detected are forwarded to the Motorola System Support Center using system <br />specific monitoring tools. The System Support Center is staffed with trained technologists, <br />who acknowledge the Event, run available diagnostic routines, and initiate an appropriate <br />response. <br />Network Management Service is applicable to the following system types: SmartZone, <br />SmartZone/OmniLink, E911, Private Data v2.3 and higher, and SmartNet. The following <br />equipment is not supported by Network Management Serdce: Micor, DeskTrac Repeater; <br />MSF 5000 that are not part ora SmartZone system; MTR 2000; MSR 2000; and NCP Data <br />Base Stations. <br /> 2.0 Motorola has the following responsibilities: <br /> 2.1 Install monitoring hardware prior to System Acceptance. <br /> 2.2 Verify connections and Event monitoring prior to System <br /> Acceptance. <br /> 2.3 Stafftralned technologists who monitor the System Continuously. <br /> 2.4 Create a Case Number when an action is required. <br /> 2.5 Disable and enable some system devices for Servicers who go to <br /> the site when intervention is needed. <br /> 2.6 Verify service of Event. <br /> 2.7 Provide Performance Reports for SmartZone, SmartZone <br /> OmniLink, and Private Data system types via the Customer Support <br /> Manager. <br /> 3.0 Customer has to the following responsibilities: <br /> 3.1 Allow Motorola remote access to receive and evaluate System <br /> performance data without notification to Customer. <br /> 3.2 Notify the System Support Center when Customer performs any <br /> activity that impacts the system. <br /> 3.3 Allow Servicers access to Equipment if remote service is not <br /> possible. <br /> 3.4 Provide information necessary to complete Customer Support Plan. <br /> 3.5 Order and maintain dedicated dial-up phone lines for telephone <br /> service for SmartNet and E911 system types. <br /> 3.6 Cooperate with Motorola and perform all acts that are reasonable or <br /> necessary to enable Motorola to provide the Network Management <br /> Service to Customer. <br /> <br /> 14 <br /> <br /> <br />