Item F3 BOARD OF GOVERNORS
FIRE AND AMBULANCE DISTRICT 1
AGENDA ITEM SUMMARY
Meeting Date: August 21, 2013 Division: Emergency Services
Bulk Item: Yes X No , Department: Fire Rescue
Staff Contact Person: Deputy Chief Gary Boswell 289-6011
AGENDA ITEM WORDING: Approval to enter into an agreement with Motorola Solutions, Inc. for the
service, maintenance and support of existing mobile communications equipment, and any additional mobile
communications equipment purchased from Motorola, and approval for the fire Chief to sign all documents as
needed to complete the transaction.
ITEM BACKGROUND: The agreement between the Monroe County Fire Rescue and Motorola Solutions,
Inc. provides for an initial thirteen (13) month contract at$1,135.32 per month for a total of$14,759.16. This
agreement will renew for additional one-year terms each fiscal year, October 1 st thru September 301h. Motorola
may adjust the price of the services to reflect its current rates, and it will be at the discretion of the County to
renew.
PREVIOUS RELEVANT BOG ACTION: Currently Monroe County Fire Rescue has all portable and
mobile radios repaired on an as needed bases by a local vendor, Sun Communications, who either repairs the
radio, if it is within the scope of their service, or sends the radio to the manufacturer, Motorola for repair. This
is a new contract, which will provide for all radios to be sent directly to the manufacturer(Motorola) on an
annual basis for proactive preventative maintenance and calibration,to ensure safe, effective communications,
and to reduce the likelihood of radio failures. This service is in addition to any needed repairs throughout the
year. The contract also provides a fixed cost for these services, in lieu of expensing individual unit repairs.
CONTRACT/AGREEMENT CHANGES: N/A
STAFF RECOMMENDATIONS: Approval
TOTAL COST: FY13 = $14,759.16 (13 months) BUDGETED: Yes X No
COST TO COUNTY: $14,759.16 SOURCE OF FUNDS: 11500-530460 $7,379.58
13001-530460 =$7,379.58
REVENUE PRODUCING: Yes_ No X AMOUNT PER MONTH Year _
APPROVED BY: County Atty_ O B'Purc`Iiasing Risk Management
DOCUMENTATION: Included X Not Required
DISPOSITION: AGENDA ITEM#
BOARD OF GOVERNORS
FIRE AND AMBULANCE DISTRICT I
AGENDA ITEM SUMMARY
CONTRACT SUMMARY
Contract with: Motorola Solutions, Inc. Contract# S00001022174
Effective Date: 09/1/2013
Expiration Date: 09/30/2014
Contract Purpose/Description:
Approval to enter into an agreement with Motorola Solutions, Inc. for the service,
maintenance and support of existing mobile communications equipment, and any
additional mobile communications equipment purchased from Motorola, and approval
for the fire Chief to sign all documents as needed to complete the transaction.
Contract Manager: Holly Pfiester 6088 Emergency Services / Stop 14
(Name) (Ext.) (Department/Stop#)
For BOG meeting on 08/21/2013 Agenda Deadline: 08/06/2013
CONTRACT COSTS
Total Dollar Value $1,135.32/month Current Year(FYI 3) $14,759.16
of Contract: $14,759.16/ 13 months Portion: Lump sum payment
Budgeted? Yes® No ❑ Account Codes: 11500-530460 and 13001-530460
Grant: $ N/A
County Match: $ N/A
ADDITIONAL COSTS
Estimated Ongoing Costs: $ 1,135.32 /month For: $ 0
(Not included in dollar value above) (eg.maintenance,utilities,janitorial,salaries,etc.)
CONTRACT REVIEW
Changes Date Out
Date In Needed Reviewer
Division Director Yes[:]No
Risk Management Yes❑NoE/ g
E
O.M.B./Purchasing $ 5 3 YesYes[:] r 11 Nod 9 13
County Attorney I°1 1� Yes[:]No2f
Comments: 'ya P`L cQ 6 I B oc e a-J rai �O�r'
OMB Form Revised 127,01 MCP#2
0 M070R[7LA SOLUTIONS
SERVICES AGREEMENT
Attn:National Service Support/4th fl Contract Number: S00001022174
1301 East Algonquin Road Contract Modifier:
(800)247-2346
Date: 07/19/2013
Company Name: Monroe County Required P.O.: No
Attn: Customer#: 1011288405
Billing Address: 490 63rd Street, Suite 140 Bill to Tag#: 0002
City, State,Zip: Marathon,FL,33050 Contract Start Date: 09/01/2013
Customer Contact: James Callahan K Contract End Date! 09/30/2014
Phone: 305 289-6088 Anniversary Day: Aug 31 st
Payment Cycle: MONTHLY
PO#:
QTY MODELIOPTION SERVICES DESCRIPTION MONTHLY EXTENDED
EXT AMT
Recurring Services
SVC01 SVC0097A SFS COMPREHENSIVE SERVICE AGREEMENT
41 SVC415AE ENH:XTS1500 $268.96 $3,496.4
109 SVC417AE ENH:XTS2500 $715.04 $9,295.52
7 SVC420AE ENH:XTS5000 $45.92 $596.96
SVC01 SVC1220C SFS LITE SERVICE AGREEMENT
1 SVC495AB XTL5000-MOBILE $3.10 $40.30
33 SVC688AD ENH:XTL2500 $102.3 $1,329.90
SPECIAL INSTRUCTIONS-ATTACH Subtotal-Recuning Service $1,135.3 $14,759.1
STATEMENT OF WORK FOR PERFORMANCE DESCRIPTIONS Subtotal-One-Time Even
Services $ .p $.0
Total $1,135.32 $14,759.1
Taxes
Grand Totall $1,135.32 $14,759.16
THIS SERVI E AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING
JURISDICTIONS WHERE APPLICABLE,TO BE VERIFIED BY MOTOROLA
Subcontractor(s) City State
MOTOROLA RADIO SUPPORT CENTER ELGIN IL
I received Statements of Work that describe the services provided on this Agreement.Motorola's Service Terms
and Conditions,a copy of which is attached to this Service Agreement, is incorporated herein by this reference.
AUTHORIZED CUSTOMER SIGNATURE TITLE DATE
CUSTOMER(P T NAME)
&—/ 12
a
M—OTORQP REPRESE ATISE D EMONROCOUNTY ATTORN
P/PPRO Ell AlLTF M:
CYNTHIA L. HALL
ASSISTANT COUNTY ATTORNEY
Date._
Alexander Cordova Jr 850-294-5559
MOTOROLA REPRESENTATIVE(PRINT NAME) PHONE
Company Name: Monroe County
Contract Number. S00001022174
Contract Modifier:
Contract Start Date: 09/01/2013
Contract End Date: 09/30/2014
Service Terms and Conditions
Motorola Solutions, Inc. ("Motorola")and the County named in this Agreement("County") hereby agree as follows:
Section 1 APPLICABILITY
These Service Terms and Conditions apply to service contracts whereby Motorola will provide to County either (1)
maintenance, support, or other services under a Motorola Service Agreement, or (2) installation services under a Motorola
Installation Agreement.
Section 2 DEFINITIONS AND INTERPRETATION
2.1. "Agreement" means these Service Terms and Conditions; the cover page for the Service Agreement or the
Installation Agreement, as applicable; and any other attachments, all of which are incorporated herein by this reference. In
interpreting this Agreement and resolving any ambiguities, these Service Terms and Conditions take precedence over any
cover page, and the cover page takes precedence over any attachments, unless the cover page or attachment states
otherwise.
2.2. "Equipment'means the equipment that is specified in the attachments or is subsequently added to this Agreement.
2.3. "Services"means those installation, maintenance, support,training, and other services described in this Agreement.
Section 3 ACCEPTANCE
County accepts these Service Terms and Conditions and agrees to pay the prices set forth in the Agreement. This
Agreement becomes binding only when accepted in writing by Motorola. The term of this Agreement begins on the "Start
Date"indicated in this Agreement.
Section 4 SCOPE OF SERVICES
4.1. Motorola will provide the Services described in this Agreement or in a more detailed statement of work or other
document attached to this Agreement. At County's request, Motorola may also provide additional services at Motorola's
then-applicable rates for the services.
4.2. If Motorola is providing Services for Equipment, Motorola parts or parts of equal quality will be used; the Equipment
will be serviced at levels set forth in the manufacturer's product manuals; and routine service procedures that are prescribed
by Motorola will be followed.
4.3. If County purchases from Motorola additional equipment that becomes part of the same system as the initial
Equipment, the additional equipment may be added to this Agreement and will be billed at the applicable rates after the
warranty for that additional equipment expires.
4.4. All Equipment must be in good working order on the Start Date or when additional equipment is added to the
Agreement. Upon reasonable request by Motorola, County will provide a complete serial and model number list of the
Equipment. County must promptly notify Motorola in writing when any Equipment is lost, damaged, stolen or taken out of
service. County's obligation to pay Service fees for this Equipment will terminate at the end of the month in which Motorola
receives the written notice.
4.5. County must specifically identify any Equipment that is labeled intrinsically safe for use in hazardous environments.
4.6. If Equipment cannot, in Motorola's reasonable opinion, be properly or economically serviced for any reason,
Motorola may modify the scope of Services related to that Equipment; remove that Equipment from the Agreement; or
increase the price to Service that Equipment.
4.7. County must promptly notify Motorola of any Equipment failure. Motorola will respond to County's notification in a
manner consistent with the level of Service purchased as indicated in this Agreement.
Section 6 EXCLUDED SERVICES
5.1. Service excludes the repair or replacement of Equipment that has become defective or damaged from use in other
than the normal, customary, intended, and authorized manner, use not in compliance with applicable industry standards;
excessive wear and tear;or accident, liquids, power surges, neglect, acts of God or other force majeure events.
5.2. Unless specifically included in this Agreement, Service excludes items that are consumed in the normal operation of
the Equipment, such as batteries or magnetic tapes.; upgrading or reprogramming Equipment; accessories, belt clips,
battery chargers, custom or special products, modified units,or software; and repair or maintenance of any transmission line,
antenna, microwave equipment, tower or tower lighting, duplexer, combiner, or multicoupler. Motorola has no obligations for
any transmission medium, such as telephone lines, computer networks,the internet or the worldwide web, or for Equipment
malfunction caused by the transmission medium.
Section 6 TIME AND PLACE OF SERVICE
Service will be provided at the location specked in this Agreement. When Motorola performs service at County's location,
County will provide Motorola, at no charge, a non-hazardous work environment with adequate shelter, heat, light, and power
and with full and free access to the Equipment. Waivers of liability from Motorola or its subcontractors will not be imposed as
a site access requirement. County will provide all information pertaining to the hardware and software elements of any
system with which the Equipment is interfacing so that Motorola may perform its Services. Unless otherwise stated in this
Agreement, the hours of Service will be 8:30 a.m. to 4:30 p.m., local time, excluding weekends and holidays. Unless
otherwise stated in this Agreement, the price for the Services exclude any charges or expenses associated with helicopter or
other unusual access requirements; if these charges or expenses are reasonably incurred by Motorola in rendering the
Services, County agrees to reimburse Motorola for those charges and expenses.
Section 7 COUNTY CONTACT
County will provide Motorola with designated points of contact (list of names and phone numbers) that will be available
twenty-four (24) hours per day, seven (7) days per week, and an escalation procedure to enable County's personnel to
maintain contact, as needed,with Motorola.
Section 8 PAYMENT
Motorola will bill the County monthly and the County will pay the invoice in accordance with the Florida Local Government
Prompt Payment Act, Sections 218.70 et seq, Florida Statutes.
Section 9 WARRANTY
Motorola warrants that its Services under this Agreement will be free of defects in materials and workmanship for a period of
ninety (90) days from the date the performance of the Services are completed. In the event of a breach of this warranty,
County's sole remedy is to require Motorola to re-perform the non-conforming Service or to refund, on a pro-rata basis, the
fees paid for the non-conforming Service. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED,
INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
Section 10 DEFAULT/TERMINATION
10.1. If either party defaults in the performance of this Agreement, the other party will give to the non-performing party a
written and detailed notice of the default. The non-performing party will have thirty (30) days thereafter to provide a written
plan to cure the default that is acceptable to the other party and begin implementing the cure plan immediately after plan
approval. If the non-performing party fails to provide or implement the cure plan, then the injured party, in addition to any
other rights available to it under law, may immediately terminate this Agreement effective upon giving a written notice of
termination to the defaulting party.
10.2. Any termination of this Agreement will not relieve either party of obligations previously incurred pursuant to this
Agreement, including payments which may be due and owing at the time of termination. All sums owed by County to
Motorola will become due and payable immediately upon termination of this Agreement. Upon the effective date of
termination, Motorola will have no further obligation to provide Services.
10.3 Both the County and Motorola agree that either party may terminate this Agreement at any time without cause upon
sixty (60) days advance written notice to the contact address listed on the cover page of the Services Agreement. In the
event of such termination, the County shall be obligated to pay Motorola for pro-rated service fees up to and including the
date of termination and the County shall have no further legal obligations pursuant to the Agreement.
Section 11 LIMITATION OF LIABILITY
Except for personal injury or death, Motorola's total liability, whether for breach of contract, warranty, negligence, strict
liability in tort, or otherwise,will be limited to the direct damages recoverable under law, but not to exceed the price of twelve
(12) months of Service provided under this Agreement. ALTHOUGH THE PARTIES ACKNOWLEDGE THE POSSIBILITY
OF SUCH LOSSES OR DAMAGES, THEY AGREE THAT MOTOROLA WILL NOT BE LIABLE FOR ANY COMMERCIAL
LOSS; INCONVENIENCE; LOSS OF USE, TIME, DATA, GOOD WILL, REVENUES, PROFITS OR SAVINGS; OR OTHER
SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO OR ARISING FROM
THIS AGREEMENT OR THE PERFORMANCE OF SERVICES BY MOTOROLA PURSUANT TO THIS AGREEMENT. No
action for contract breach or otherwise relating to the transactions contemplated by this Agreement may be brought more
than one (1) year after the accrual of the cause of action, except for money due upon an open account. This limitation of
liability will survive the expiration or termination of this Agreement and applies notwithstanding any contrary provision.
Section 12 EXCLUSIVE TERMS AND CONDITIONS
12.1. This Agreement supersedes all prior and concurrent agreements and understandings between the parties, whether
written or oral, related to the Services, and there are no agreements or representations concerning the subject matter of this
Agreement except for those expressed herein. The Agreement may not be amended or modified except by a written
agreement signed by authorized representatives of both parties.
12.2. County agrees to reference this Agreement on any purchase order issued in furtherance of this Agreement,
however, an omission of the reference to this Agreement will not affect its applicability. In no event will either party be bound
by any terms contained in a County purchase order, acknowledgement, or other writings unless: the purchase order,
acknowledgement, or other writing specifically refers to this Agreement; clearly indicate the intention of both parties to
override and modify this Agreement; and the purchase order, acknowledgement, or other writing is signed by authorized
representatives of both parties.
Section 13 PROPRIETARY INFORMATION; CONFIDENTIALITY; INTELLECTUAL PROPERTY RIGHTS
13.1. Any information or data in the form of specifications, drawings, reprints, technical information or otherwise furnished
to County under this Agreement will remain Motorola's property,will be deemed proprietary,will be kept confidential, and will
be promptly returned at Motorola's request. Subject to the requirements of Florida Public Records law contained in Chapter
119, Florida Statues, County may not disclose, without Motorola's written permission or as required by law, any confidential
information or data to any person, or use confidential information or data for any purpose other than performing its
obligations under this Agreement. The obligations set forth in this Section survive the expiration or termination of this
Agreement.
13.2. Unless otherwise agreed in writing, no commercial or technical information disclosed in any manner or at any time
by County to Motorola will be deemed secret or confidential. Motorola will have no obligation to provide County with access
to its confidential and proprietary information, including cost and pricing data.
13.3. This Agreement does not grant directly or by implication, estoppel, or otherwise, any ownership right or license
under any Motorola patent, copyright, trade secret, or other intellectual property, including any intellectual property created
as a result of or related to the Equipment sold or Services performed under this Agreement.
Section 14 FCC LICENSES AND OTHER AUTHORIZATIONS
County is solely responsible for obtaining licenses or other authorizations required by the Federal Communications
Commission or any other federal, state,or local government agency and for complying with all rules and regulations required
by governmental agencies. Neither Motorola nor any of its employees is an agent or representative of County in any
governmental matters.
Section 15 COVENANT NOT TO EMPLOY
During the term of this Agreement and continuing for a period of two (2) years thereafter, County will not hire, engage on
contract, solicit the employment of, or recommend employment to any third party of any employee of Motorola or its
subcontractors without the prior written authorization of Motorola. This provision applies only to those employees of
Motorola or its subcontractors who are responsible for rendering services under this Agreement. If this provision is found to
be overly broad under applicable law, it will be modified as necessary to conform to applicable law.
Section 16 MATERIALS,TOOLS AND EQUIPMENT
All tools, equipment, dies, gauges, models, drawings or other materials paid for or furnished by Motorola for the purpose of
this Agreement will be and remain the sole property of Motorola. County will safeguard all such property while it is in
County's custody or control, be liable for any loss or damage to this property, and return it to Motorola upon request. This
property will be held by County for Motorola's use without charge and may be removed from County's premises by Motorola
at any time without restriction.
Section 17 GENERAL TERMS
17.1. If any court renders any portion of this Agreement unenforceable, the remaining terms will continue in full force and
effect.
17.2. This Agreement and the rights and duties of the parties will be interpreted in accordance with the laws of the State in
which the Services are performed.
17.3. Failure to exercise any right will not operate as a waiver of that right, power,or privilege.
17.4. Neither party is liable for delays or lack of performance resulting from any causes that are beyond that party's
reasonable control, such as strikes, material shortages, or acts of God.
17.5. Motorola may subcontract any of the work, but subcontracting will not relieve Motorola of its duties under this
Agreement.
17.6. Except as provided herein, neither Party may assign this Agreement or any of its rights or obligations hereunder
without the prior written consent of the other Party, which consent will not be unreasonably withheld. Any attempted
assignment,delegation, or transfer without the necessary consent will be void. Notwithstanding the foregoing, Motorola may
assign this Agreement to any of its affiliates or its right to receive payment without the prior consent of County. In addition, in
the event Motorola separates one or more of its businesses (each a "Separated Business"), whether by way of a sale,
establishment of a joint venture, spin-off or otherwise (each a "Separation Event"), Motorola may, without the prior written
consent of the other Party and at no additional cost to Motorola, assign this Agreement such that it will continue to benefit the
Separated Business and its affiliates (and Motorola and its affiliates, to the extent applicable)following the Separation Event.
17.7. THIS AGREEMENT WILL RENEW, FOR AN ADDITIONAL ONE (1) YEAR TERM, ON EVERY ANNIVERSARY OF
THE START DATE UNLESS EITHER THE COVER PAGE SPECIFICALLY STATES A TERMINATION DATE OR ONE
PARTY NOTIFIES THE OTHER IN WRITING OF ITS INTENTION TO DISCONTINUE THE AGREEMENT NOT LESS
THAN THIRTY(30) DAYS OF THAT ANNIVERSARY DATE. At the anniversary date, Motorola may adjust the price of the
Services to reflect its current rates.
17.8. If Motorola provides Services after the termination or expiration of this Agreement, the terms and conditions in
effect at the time of the termination or expiration will apply to those Services and County agrees to pay for those
services on a time and materials basis at Motorola's then effective hourly rates.
17.9 The County's performance and obligation to pay for the services pursuant to this agreement, is contingent
upon annual appropriations by the Monroe County Board of County Commissioners. The County shall notify Motorola
Solutions Inc. promptly if such appropriations are not made. This Service Agreement will be effective only upon
Motorola's receipt of a Purchase Order for the year or written confirmation that funds are appropriated and available for
the applicable maintenance year.
Service Terms and Conditions.Rev 1.12.12.doc(CSA formatted)
MOTOROLA SOLUTIONS
Statement of Work
Prepared For :
Monroe County Fire Rescue
490 63rd Street
Suite 140
Marathon , FL 33050
h OrOROLA SOLUTIONS
Statement of Work
Definitions
1.0 Definitions
These defined terms might not apply to every Statement of Work. Capitalized terms below and not otherwise defined within
the Statement of Work,or in the Communications System Agreement or other applicable agreement
(collectively,"Agreement")have the following meanings:
1.1. Box Unit Test:Unit is tested in a fixture that simulates the functions for which it was designed,
engineered,or manufactured to insure that it meets manufacturer specifications.
1.2. Case: Electronic tracking document for requests for service through the System Support Center.
1.3. Case Status: Identifier of the status of a Case from beginning to end.
1.4. Component(s): Motorola new or refurbished parts of equal quality.
1.5. Configuration Change Support: A change in a user-defined parameter,which may include a change in the placement
of a dispatch console talkgroup window.Fleet mapping is not included in Configuration Change Support.
1.6. Connectivity: Establishment of remote access to the System via dial up or fixed dedicated links.
1.7. Continuously/Continuous: Seven(7)days per week,twenty-four(24)hours a day,including holidays.
1.8. Customer: The end-user Customer as identified in the Agreement.
1.9. Customer Support Plan: A document mutually developed by Motorola and the Customer that provides information
about the Customer and the System and describes the specific processes by which Motorola will deliver and
the Customer will receive the services described in this Statement of Work.
1.10.Elements:Those device types present on the Customer's System whose status may be communicated to the SSC.
1.11.Equipment: The equipment specified in the Equipment List as set forth in the Agreement,including any additions to
the Equipment List during the Warranty Period.
1.12.Enhanced System Support(ESS)Period: The 12 month period commencing at the start of the Warranty Period
for Equipment and Software as defined by the Agreement.
1.13.Event: An alarm or informational notification received by Motorola through the Network Management tools.
1.14.Feature:A Software functionality
1.15.Federal Technical Center: A Motorola facility located in Lanham,Maryland,the purpose of which is to serve
as Motorola's centralized location for radio repair for United States Federal Government Customers.
1.16.Firmware: Software in object code form that is implanted or embedded in hardware.
1.17.FRU:Field Replaceable Unit,typically a board or module,contained within the Infrastructure.
1.18. Infrastructure:The fixed Equipment excluding mobiles,portables,and accessories.
1.19. Infrastructure Depot Operations(IDO): A Motorola facility,which serves as Motorola's centralized location
for infrastructure repair.
1.20.Loaner: Infrastructure that is owned by Motorola and serves as a temporary replacement while the
Customer's Infrastructure is being repaired.
1.21.Maintenance:The process for determining the cause of Equipment failure,removing,repairing,or
replacing Components necessary to conform the Equipment with the manufacturer's specifications along with
system-specific specifications,delivering and reinstalling the Components„and placing the Equipment back
into operation.
1.22.MCNS: Mission Critical Network Services
1.23.Motorola Software: Software whose copyright is owned by Motorola or its affiliated company
1.24.Non-Motorola Software:Software whose copyright is owned by a party other than Motorola or its affiliated company.
1.25.Notification: The point in time when the Customer contacts Motorola and requests service.
1.26.Optional Feature:An additional Feature issued with a System Release that is available to Customer at additional cost.
1.27.Radio Support Center(RSC):A Motorola facility which serves as Motorola's centralized location for radio repair.
1.28.Response: The event when a technician,a remote systems technologist or a remote network specialist begins actively
to work on the technical issue,remotely or on-site,as determined by Motorola.
1.29. Restore/Restoration/Restoral:The effort required to bring Equipment to the level for which it was designed,
engineered and adjusted for performance in accordance with the manufacturer's published specifications,
although such Equipment may not necessarily be malfunctioning.
1.30. Servicer:A Motorola Authorized Service Station or Motorola Field Service personnel.
1.31.Severity Level:The degree of adverse impact of an issue or Event.
1.32.Software:The software furnished with the System,including any Motorola Software and Non-Motorola Software.
1.33.Software License Agreement:The agreement or portion of an agreement pursuant to which Motorola licenses
Software to Customer,including System Releases.
1.34. Special Product Feature:A Feature that is specially developed for Customer and which contains a functionality that
is unique to Customer.
1.35.Standard Business Day:Monday through Friday,8:30 a.m.to 4:30 p.m.,local time,excluding Motorola holidays.
1.36.Standard Feature:A software functionality for components of Customer's System that is available to Customer in
the standard software release
1.37.Start Date:Effective start date as listed on the Agreement.
1.38.System: The communications system as defined in the Communications System Agreement or other
applicable Agreement.
1.39.System Acceptance: Unless otherwise defined in the Communications System Agreement,the date upon which
Motorola has successfully completed all of the System Tests as described in the acceptance test plan.
1.40. System Support Center(SSC): A Motorola facility which serves as Motorola's centralized system support facility
to compliment the field support resources
1.41.System Release:One software version release on a particular platform. ASTRO 25 6.3 example is where 6 is
the platform indicator and.3 is software version release indicator.
1.42. System Test: Unit is tested in a Motorola manufactured system of similar type from which the unit was designed to
test all functionality of the unit to insure that it meets manufacturer specifications.
1.43.Systemic:A recurring Software or hardware defect that significantly affects the operation of the System.
1.44.Technical Support Operations(TSO):A centralized telephone support help desk that provides technical support
for Motorola customers who have purchased products from Motorola(Networks&Enterprise)or who have a
contract for technical support services.
1.45.Vendor:Any manufacturer(other than Motorola)or third party that services or repairs Infrastructure or
subscriber equipment
1.46.Verification:Contacting the appropriate designated person to verify the System is operational(original problem
resolved)and closing the Case.
1.47.Work-around: A change in the followed procedures or data supplied by Vendor to avoid error without
substantially impairing use of the Equipment.
1.48.Work Flow:A step-by-step process including instruction or direction for routing,handling,and processing
information at a given agency.
Definitions
Approved by iblotorola Contracts c& Compliance 10-31-2006
MOTOROLA SOLUTIONS
Statement of Work
Service From the Start - LITE End Users
1.0 Description
Service From the Start-LITE provides board level service for the Equipment that is specifically named in the applicable
agreement to which this Statement of Work(SOW)is attached or any of the agreement's subsequent revisions. Services
are performed at the Radio Support Center(RSC),or Federal Technical Support Center.
In addition to Equipment specifically named in the applicable agreement to which this Statement of Work is attached,
Service From the Start LITE includes service on single mobile control heads provided that they are required for normal
operation of the Equipment and are included at the point of manufacture.
Service From the Start LITE excludes repairs to:optional accessories;standard mobile palm microphones;nonstandard
mobile microphones;iDEN accessories;iDEN mobile microphones;portable remote speaker microphones;optional or
additional control heads; mobile external speakers;single and multiple unit portable chargers;batteries;mobile power
and antenna cables; mobile antennas;portable antennas,and power supplies.Engraving service is not covered under
standard Service From the Start LITE.This service does not cover defects,malfunctions,performance failures or damage
to the unit resulting from physical,liquid,or chemical damage.An estimate for non-covered repairs will be provided for
units displaying extensive damage.
Service From the Start LITE is non-cancelable and non-refundable.If Equipment is added to the agreement subsequent to
the Start Date,these units are also non-cancelable and non-refundable for the agreement duration.All Equipment must be
in good working order on the Start Date or when additional Equipment is added to the agreement.Equipment may only
be added to the agreement,via a customer signed or emailed Motorola Inventory Adjustment Form(IAF).Complete and
accurate serial numbers and model descriptions must be supplied.
All inventory adjustment requests for add-on subscriber units received prior to the 15th of the month will be effective the
I st of the following month.Equipment add-on requests received after the 15th of the month will be effective the 1st of
the next succeeding month.
Equipment deletions from the agreement may only be deleted under the following limited conditions:
a)Equipment was stolen and proof of theft is provided to Motorola;or
b)Motorola determines Equipment is damaged beyond repair;or
c)Motorola determines Equipment is no longer supportable or is obsolete;or
d)Equipment had already been under a previous contract for at least the twelve month requirement.
Equipment deletions,where applicable,will be effective at the end of the month in which the request was received.
The terms and conditions of this Statement of Work are an integral part of the Motorola service agreement or other
applicable agreement to which it is attached and made a part thereof by this reference. If there are any inconsistencies
between the provisions of the Motorola service agreement or other applicable agreement and this Statement of Work,the
provisions of this Statement of Work shall prevail.
2.0 Motorola has the following responsibilities:
2.1. Test and Restore the Equipment to Motorola factory specifications,including Factory Mutual(FM),and Mine
Hazard Safety Association(MESA).
2.2. Reprogram Equipment to original operating parameters based on the Customer template, if retrievable,or from
a Customer supplied backup diskette.If the Customer template or code plug is not usable,a generic template
or code plug utilizing the latest Radio Service Software(RSS)or Customer Programming Software(CPS)
version for that Equipment will be used.The Equipment will require additional programming by the Customer
to Restore the original template.All Firmware is upgraded to the latest release for each individual product line.
2.3. Clean external housing of the Equipment.External components of unit will only be replaced when
functionality has been diminished.
2.4. Pay the outbound freight charges.Motorola will pay the inbound freight charges if the Customer uses the
Motorola designated delivery service.
2.5. Provide the Motorola repair request and Inventory Adjustment Form(IAF)via Motorola On Line(MOL).
2.6. Process inventory adjustment requests received by email or fax from Customer.If the request is received by
email,Motorola will email an acknowledgement to the sender.
2.7. Perform covered services as requested by Customer on the Motorola repair request form.
2.8. If applicable,notify Customer of changes in Motorola designated inventory adjustment email address or fax
number.
3.0 Customer has the following Responsibilities:
3.1 Supply Motorola complete and accurate serial numbers and model description.
3.2 Utilize the Motorola designated delivery service program to obtain Motorola payment for inbound shipping
3.3 Access the Motorola repair request form and Inventory Adjustment Form(IAF)through Motorola On Line
(MOL).
3.4 Initiate service request via Motorola On Line(MOL)or complete a Motorola repair request form with contract
number referenced,and submit with each unit of Equipment sent in for service.Mobile control heads or
accessory items sent in must reference the serial number of the main unit.
3.5 If desired,supply Motorola with a Software template or programming in order to assist in returning the
Equipment to original operating parameters.This step must be completed for Equipment that will not power up.
If applicable,record the current flashcode for each radio.
3.6 If Motorola must utilize a generic template or code plug to Restore Equipment to operating condition,Customer
is responsible for any programming required to Restore Equipment to desired parameters.
3.7 Provide a signed or emailed Motorola Inventory Adjustment Form(IAF)for all Equipment additions.
3.8 Local services or annual maintenance required for maintaining normal operation of the equipment,unless
specified on the service agreement.
Service From the Start-LITE Updated on 04/15/13
Reviewed April 2013
MOTOROLA SOLUTIONS
Statement of Work
Service From The Start (SFS)
SFS Comprehensive
1.0 Description
Service From The Start(SFS)Comprehensive provides all-component level service for the Equipment that is specifically
named in the applicable agreement to which this Statement of Work (SOW) is attached or any of the agreement's
subsequent revisions. Services are performed at the Radio Support Center(RSC),or Federal Technical Support Center.
SFS Comprehensive is only applicable on XTS,XTL,APX and some MOTOTRBO model radios.A radio model may be
added to an SFS Comprehensive service agreement while it is currently being manufactured by Motorola,or for up to one
(1)year after manufacturer cancellation date of said model.SFS Comprehensive includes:
A. Repair and or replacement of cracked housings,frames,covers,crushed components,shields,missing
components,circuit boards,warped circuit boards
B. Damage to LCD screens(cracks to screen,or any damage that does not pass Motorola test parameters)
C. Damaged foils/traces/lands
D. Electrical damage
E. Water/chemical corrosion
F. Contaminants visible which cannot be cleaned up reliably
The customer will incur additional charges at the prevailing rates for any of the following activities,which are
NOT covered under SFS Comprehensive:
A. Replacement of consumable parts or accessories,as defined by product,such as batteries,antennas,and
other similar items
B. Damages from natural or man-made disasters where normal use of the product was not a factor,such as but not
limited to fire,theft,and floods that would cause internal and external component damage or destruction.
C. Non-remedial work,such as but not limited to firmware or protocol upgrades,reprogramming,and
product configuration
D. Repair of non-covered products
E. Damages caused by using the device outside of the product's operational and environmental
specifications
F. Damages caused as a result of the device being modified or repaired by a third party
Motorola reserves the right to monitor the customer's repair history under this SFS Comprehensive service agreement.
Motorola may take appropriate action if the customer's repair history under this SFS Comprehensive service appears to
be in violation of this Statement of Work.
MOTOTRBO,XTS,XTL and APX model radios that are presently on a standard service agreement may be transferred
to an SFS Comprehensive service agreement.These transferred units must either be models that are currently being
manufactured by Motorola or models where manufacturing by Motorola was canceled within the prior 364 days.
Customers who wish to add MOTOTRBO,XTS,XTL and APX model radios that are currently being manufactured by
Motorola that are not presently on a standard service agreement must be operating in accordance with Motorola
specifications,and are not damaged.If Customer attempts to add radios to the SFS
Service Agreement that are not operating in accordance with Motorola specifications or are damaged,Motorola may
either terminate the Service Agreement,as provided in the Service Terms and Conditions,or in its sole discretion,
Motorola may terminate just those services covered by this SFS Comprehensive Statement of Work.
Motorola recommends a Preventative Maintenance check be completed on radios that are not currently under an SFS
service agreement so the customer can confirm radios are operational and aligned with Motorola specifications,and are
not damaged.
In addition to Equipment specifically named in the applicable agreement to which this Statement of Work is attached,
Service From the Start Comprehensive includes single mobile control heads provided that they are required for normal
operation of the Equipment and are included at the point of manufacture.
SFS Comprehensive excludes repairs to:optional accessories;standard mobile palm microphones;non-standard mobile
microphones;iDEN mobile microphones;portable remote speaker microphones;optional or additional control heads;
mobile external speakers;mobile power and antenna cables;and power supplies.Engraving service is not covered under
SFS Comprehensive.
SFS Comprehensive is non-cancelable and non-refundable.If Equipment is added to the agreement subsequent to the
Start Date,these units are also non-cancelable and non-refundable for the agreement duration.Equipment may only be
added to the agreement,via a customer signed or emailed Motorola Inventory Adjustment Form(IAF).Complete and
accurate serial numbers and model descriptions must be supplied.
All inventory adjustment requests for add-on subscriber units received prior to the 15th of the month will be effective the
1 st of the following month.Equipment add-on requests received after the 15th of the month will be effective the 1 st of
the next succeeding month.
Equipment deletions from the agreement may only be deleted under the following limited conditions:
a) Equipment was stolen and proof of theft is provided to Motorola;or
b) Motorola determines Equipment is damaged beyond repair;or
c) Motorola determines Equipment is no longer supportable or is obsolete;or
d) Equipment had already been under a previous contract for at least the twelve month requirement.
Equipment deletions,where applicable,will be effective at the end of the month in which the request was received.
The terms and conditions of this Statement of Work are an integral part of the Motorola Service Agreement or other
applicable agreement to which it is attached and made a part thereof by this reference.If there are any inconsistencies
between the provisions of the Motorola Service Agreement or other applicable agreement and this Statement of Work,
the provisions of this Statement of Work shall prevail.
2.0 Motorola has the following responsibilities:
2.1 Test and Restore the Equipment to Motorola factory specifications,including Factory Mutual(FM),and
Mine Hazard Safety Association(MHSA).
2.2 Reprogram Equipment to original operating parameters based on the Customer template,if retrievable,or from
a Customer supplied backup..If the Customer template is not usable,a generic template or code plug utilizing
the latest Radio Service Software(RSS)or Customer Programming Software(CPS)version for that Equipment
will be used.The Equipment will require additional programming by the Customer to restore the original
template.All Firmware is upgraded to the latest release for each individual product line.
2.3 Clean external housing of the Equipment.External components of unit will only be replaced when functionality
has been diminished.
2.4 Replace currently manufactured Equipment if it is determined that the Equipment is unrepairable. Motorola will
contact the customer to inform them if Equipment needs to be replaced and that the cycle time may be increased
because of the replacement.If unrepairable Equipment is no longer manufactured,the Customer will have the
option of having the radio returned unrepaired to them.
2.5 Pay the outbound freight charges.Motorola will pay the inbound freight charges if the Customer uses the
Motorola designated delivery service.
2.6 Provide Customer with the Motorola repair request form and Inventory Adjustment Form(IAF).
2.7 Perform covered services as requested by Customer on the Motorola repair request form.
2.8 Process inventory adjustment requests received by email or fax from Customer.If the request is received by
email,Motorola will email an acknowledgement to the sender.
2.9 If applicable,notify Customer of changes in Motorola designated inventory adjustment email address or fax
number.
3.0 Customer has the following Responsibilities:
3.1 Supply Motorola complete and accurate serial numbers and model description.
3.2 Utilize the Motorola designated delivery service program to obtain Motorola payment for inbound shipping
3.3 Access the Motorola repair request form and Inventory Adjustment Form(IAF)through Motorola On Line.
3.4 Initiate service request via Motorola On Line or complete a Motorola repair request form with contract number
referenced,and submit it with each unit of Equipment sent in for service.Mobile control heads or palm
microphones sent in must reference the serial number of the main unit.
3.5 If desired,supply Motorola with a backup Software template or programming in order to assist in returning the
Equipment to original operating parameters.This step must be completed for Equipment that will not power up.
If applicable,record the current flashcode for each radio.
3.6 If Motorola must utilize a generic template or code plug to Restore Equipment to operating condition,Customer
is responsible for any programming required to Restore Equipment to desired parameters.
3.7 Provide a signed or emailed Motorola Inventory Adjustment Form(IAF)for all Equipment additions.
SFS Service Agreement-SFS Comprehensive
Updated 4-15-2013