HomeMy WebLinkAboutWarranty & MaintenanceAppendix A — Warranty and Maintenance
Overview
Motorola has the most comprehensive service organization in the Land Mobile
Industry. Since 1947, Motorola has been building a unique service team: national in
scope, but local in its ability to respond to our customers' diverse needs. As product
and systems complexity evolve, the Motorola Radio Products and Service Division
responds with new service products and programs. This approach ensures City of
Miami ("City") that Motorola will remain at the cutting edge of service delivery and
maintainability.
Warranty Service Program Review
During the first year after system acceptance, Motorola will provide a warranty and
maintenance program that will deliver state-of-the-art system service focused on
achieving responsive service, maximum system operation, and optimum reliability.
The program will commence upon system acceptance and consist of a full one-year
parts and labor warranty, and preventive and emergency maintenance services. The
services outlined below will provide maintenance support coverage for the 10-
channel SMARTNET system and short haul microwave equipment supplied with this
proposal. Motorola's maintenance responsibility terminates at the Central Electronics
Bank (CEB) audio cross -connects. Issues with the Embassy CEB network, including
the newly installed trunking CEB for the 10-channel SMARTNET site, are the
responsibility of the City. This maintenance support plan will not provide coverage
for the four -bay emergency communications trailer. The City will need to work with
Motorola to define specific equipment, installed in the communications trailer, that
will be added to the maintenance support plan
Equipment Covered Under This Proposal:
• One (1) MTC Trunking Controller
• Ten (10) QUANTAR Base Stations
• One (1) Receiver Multicoupler
• Two (2) Transmitter Combiners
• Two (2) Short Haul Microwave Radios
• Two (2) ADTRAN Channel Banks
• Two (2) CSU T1 Modems
Motorola Confidential Restricted
Use or disclosure of this proposal is
subject to the restrictions on the title page
City of Miami, Florida
Mobile Communications System
IFS No, 28069 — Appendices
July 5, 2007
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Dispatch Service
The System Support Center (SSC) Ca11 Center Operations (CCO) is the central point
of contact for customer service requests. Their function is to manage all incoming
service request calls. Each call is tracked and monitored, from beginning to end, via
the case management process.
Our customer support representatives are trained on the multiple system platforms
offered by Motorola. The team tracks the case status and ensures that all personnel
involved, in the resolution process, have access to the necessary information. In the
event that difficulty is experienced in the case management process, the customer
support representative may escalate the issue to the appropriate service management
team. Our goal is to resolve the issue as quick as possible and ensure continued
customer satisfaction.
On -Site Infrastructure Response
If CCO determines that hands-on support is needed to resolve the problem, they will
dispatch your local service provider to perform repairs.
On -site Infrastructure Response provides for on -site, Motorola Field Service
Organization (FSO), response as determined by pre -defined severity levels and
response times. Severity 1 issues are dispatched twenty-four (24) hours, a day, three
hundred sixty five (365) days a year, including holidays.
Infrastructure Repair
In the event the FSO technician finds a malfunctioning board/unit at the site location,
they will contact CCO to request a Return Authorization (RA) number. The
malfunctioning board/unit is then shipped to the SSC for repair.
Upon receipt of malfunctioning equipment, the SSC will conduct a full system test
and repair to the malfunctioning boards/units. The repairs are done down to the
component level utilizing automated test equipment. A system test is performed to
ensure that all software and hardware is set to current customer configuration. If
Motorola does not manufacture the unit, the unit may be returned to the Original
Equipment Manufacturer (OEM) for repair.
Once the equipment is received from the SSC, the FSO technician will either re-
install the equipment or return to your spare inventory.
City of Miami, Florida
Mobile Communications System
IFB No. 28069 — Appendices
July 5, 2007
Motorola Confidential Restricted
Use or disclosure of this proposal is
subject to the restrictions on the title page
2-4
Technical Support
Technical Support is available seven (7) days a week, twenty-four (24) hours a day,
and three hundred sixty-five (365) clays a year. The Motorola SSC staff will work
with the FSO technician to handle questions related to your Motorola two-way
communications system.
If the problem is beyond the scope of the SSC staff, they will contact key personnel
who are involved with the design, development, and manufacture of your
communication products for resolution.
Motorola Confidential Restricted
Use or disclosure of this proposal is
subject to the restrictions on the title page
City of Miami, Florida
Mobile Communications System
IFB No. 28069 - Appendices
July 5, 2007
2.5