HomeMy WebLinkAboutContract 41910-A9CITY SECRETARY CONTRACT NO.
AMENDMENT NO. 9 TO
CITY SECRETARY CONTRACT NO. 41910
SYSTEM PURCHASE AGREEMENT
BETWEEN CITY OF FORT WORTH AND
MOTOROLA SOLUTIONS INC.
This Amendment No. 9 ("Amendment") to City Secretary Contract No . 41910 System Purchase
Agreement ("Agreement"), is made and entered into by and between the City of Fort Worth (the
"City "), a home rule municipal corporation situated in portions of Tarrant, Denton, and Wise
Counties, Texas acting by and through Susan Alanis, its duly authorized Assistant City
Manager, and Motorola Solutions, Inc., ("Consultant"), acting by and through Dan Delaney its
duly authorized MSSI Vice President, collectively referred to as the "Parties."
RECITALS
The following provisions are true and correct and form the basis of this Amendment:
WHEREAS , on or about June 14, 2011 , the parties entered into a System Purchase Agreement
("Agreement") to purchase a P25 Radio Communication System. The Agreement is a public
document on file in the City 's Secretary Office and referenced as City Secretary Contract No .
("CSC") 4191 O; and
WHEREAS, on or about May 23, 2012, the parties subsequently amended the Agreement via
CSC No . 41910-A 1, to incorporate changes agreed to during the Design Review and in
accordance with the Agreement , to modify pricing structure, system description , scope of
services , acceptance testing, equipment, L TE services , and other items as deemed necessary
and agreed to by the Parties; and further amended the agreement on or about May, 23 , 2012,
via CSC No. 4191 O-A2 , to extend the pricing provision and modify provisions for equipment
storage; and further amended the Agreement on or about August 1, 2012, via CSC No. 4191 O-
A-3 to incorporate changes in the Astro Repeater (ARS) site location from Texas Motor
Speedway ("TMS") to American Tower Corporation Roanoke Site ("Roanoke ATC "); and further
amended the Agreement on or about January 25 , 2013, via CSC No . 41910-A-4 to incorporate
changes for subscriber hardware and installations , training , and work at radio sites deemed
necessary and agreed to by the Parties ; and further amended the Agreement on or about April
26, 2013, via CSC No. 4191 O-A-5 to incorporate changes in design, equipment, and installation
for work at Burnett Plaza Site , Roanoke Site , Bergh 2 site , and Eagle Mountain Site ; and further
amended the Agreement on or about August 20, 2013, via CSC No. 4191 O-A6 to incorporate
changes in design, equipment , installation and work at Burnett Plaza Site , Eagle Mountain Site ,
Rolling Hills Site, North Beach Site, Roanoke Site, Bergh Site, Bolt Street Site, and Westland 6
Site ; further amended on or about September 16, 2014, via CSC No . 41910-A? to incorporate
changes in design, equipment, installation and implementation of Public Safety Long Term
Evolution (PS L TE) Radio Access Network (RAN) and Remote Agency Core/Gateway
connected to and supported by the Harris County, TX Evolved Packet Core (EPC); including
CFW / MOTOROLA
Am endment No. 9 to CSC No . 41910
Page 1 OFFICIAL RECORD
CITY SECRETARY
FT. WORTH, TX
1 RECEIVED FEB O 5 2015
Aeroflex Service Monitor and Diagnostx Tool; and further amended on or about November 26,
2014 , to incorporate changes in subscriber services reconc iliation , subscriber Flash returns ,
return Smartx training , Bergh 2 antenna replacements , extension of system maintenance
services through 2015 , and 10 NICE Systems Inform concurrent user licenses with Installation .
CSC Nos . 41910, 41910-A1 , 41910-A2 , 41910-A3, 41910-A4 , 41910-A5 , 41910-A6, 41910-A?,
and 41910-AS are hereby collectively referred to as the ("Agreement"); and
WHEREAS, the Parties now wish to amend the agreement to incorporate a credit for the return
and removal of L TE system equipment and prov ide a prorated 11 .33 months of system
maintenance services for the year 2016.
NOW, THEREFORE , for good and valuable consideration , the receipt and adequacy of which
are hereby acknowledged , the City and Consultant agree as follows :
1.
The Agreement shall be modified to incorporate changes in equipment maintenance as
agreed to by the Parties set forth herein and in Exhibit "A ," Change Order No . 9 and the
attached documents , including the Services Agreement Contract No . S00001020876 , and
Section 3. Statements of Work. all of which are attached hereto or incorporated by reference
and hereby made part of this Ag reement.
2.
All other prov1s1ons of the Agreement that are not expressly amended herein shall
remain in full force and effect.
Executed on this the __ day of ________ , 2015.
CITY OF FORT WORTH:
By~l~Q ~
Assistant City Manager
Date: ;,, /3 / ir-0 I -S--
CFW / MOTO RO LA
A mendment No . 9 t o CSC No. 41910
Page 2
Date : --+-/__..z~+--U+--f __ _
APPROVED AS TO FORM AND LEGALITY:
B~~-r-=-------
Senior Assistant City Attorney
Contract Authorization:
M&C G-17303
Date Approved : June 14, 2011
CFW / MOTOROLA
Amendment No . 9 to CSC No. 41910
Page 3
OFFICIAL RECORD
CITY SECRETARY
FT, WORTH, TX
"'"· -. ,vl""C Review_ .. . , ''\ . ,
• Official site of the City of Fort Worth, Texas
C1TY CouNc11..,..AGENDA
DATE:
CODE:
SUBJECT:
COUNCIL ACTION: Approved on 6/14/2011 -19735-06-2011
6/14/2011 REFERENCE NO.: G-17303 LOG NAME: 13TAX NOTES 11
G TYPE: NON -CONSENT PUBLIC HEARING: NO
Approve One-Time Exception to the Financial Management Policy Statements to Allow
the Use of Debt Structures Involving Balloon Payments for the Sole Purpose of
Financing the Upgrade to the City 's Public Safety and Public Works Radio
Communications System Via Tax Notes , Adopt Ordinance Authorizing Issuance of Tax
Notes in the Principal Amount of $43 ,050 ,000.00 , Approving the Sale of the Notes to JP
Morgan Chase , Providing for the Levy , Assessment and Collection of a Tax Sufficient to
Pay the Interest on Said Notes , Create a Sinking Fund for the Payment of the Principal
Thereof and Ordaining Other Matters Related Thereto , Authorize Execution of a System
Purchase Agreement in the Amount Not to Exceed $39 ,345 ,641.55 with Motorola
Solutions , Inc ., for Equipment and Professional Services Using a Houston-Galveston
Area Contract, and Authorize Execution of Amendment No. 2 to City Secretary Contract
No . 40264 with Buford Goff & Associates to Provide Engineering and Qual ity Assurance
Services in the Amount Not to Exceed $2 ,900 ,000 .00
RECOMMENDATION:
It is recommended that the City Council :
1. Approve a one-time exception to the Financial Management Policy Statements to allow the use of
debt structures involving balloon payments for the sole purpose of financing the upgrade to the City 's
Public Safety and Public Works radio communications system via Tax Notes ;
2. Adopt the attached ordinance authorizing the issuance of Tax Notes in the principal amount of
$43 ,050 ,000.00 , approving the sale of the notes to JP Morgan Chase ; providing for the levy , assessment
and collection of a tax sufficient to pay the interest on said notes and to create a sinking fund for the
payment of the principal thereof and ordaining other matters related thereto ;
3. Authorize execution of a system purchase agreement in the amount not to exceed $39 ,345 ,641.55
with Motorola Solutions , Inc ., for equipment and professional services using Houston-Galveston Area
Contract number RA01 -08 ; and
4 . Authorize execution of Amendment No. 2 to City Secretary Contract No . 40264 with Buford Goff &
Associates to provide eng ineering and quality assurance services in the amount not to exceed
$2 ,900 ,000 .00 .
DISCUSSION:
If approved , this M&C will approve a one-time exception to the Financial Management Policy Statements
(FMPS) regarding debt structures with balloon payments , authorize the issuance and sale of Tax Notes
to JP Morgan Chase in order to fund the project to upgrade the City's public safety and public works
radio communications system instead of using the lease-purchase agreement previously approved , and
authorize the execution of the related purchase and services agreements .
The FMPS , adopted by the City Council on December 14 , 2010 , prohibits balloon debt repayment
schedules which consist of low annual payments and one large payment of the balance due at the end
of the term . However , due to a unique combination of circumstances , including rare ma rket conditions ,
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fin'ancing restrictions , and the urgency of the project to ensure continued maximum public safety , staff is
seeking a one-time exception to the policy for the sole purpose of funding this long-term project via Tax
Notes which have a maximum life of seven years . The principal pay-down schedule would mirror a
standard 10-year issue for the first six years , thus avoiding the spirit of typical balloon-payment
financing. It is anticipated tha t the Tax Notes will be refunded prior to final maturity to accomplish proper
amortization periods .
On May 17 , 2011 , (M&C P-11234 revised ) the City Council approved the acquisition of hardware ,
software and services to upgrade the City 's public safety and public works radio communications
system . On this same M&C , the staff recommendation was to fund this project via a lease-purchase
agreement with Motorola . On today's Agenda is M&C G-17302 for separate consideration as staff's
recommendation to rescind that authorization and repeal the related ordinances . Because of current
market conditions , t he City can finance this project quickly via Tax Notes , result ing in a projected savings
of approximately $500 ,000 .00 annually over the lease-purchase cost. Although the method of financing
is transferring from lease-purchase to financed purchase , the General Fund will continue to be the
source of repayment.
The upgrade to a current generation digital system will more effectively meet the requirements of first
responders , and fulfills state and federal objectives for interoperability amongst the region's similar
agencies . This system will replace the City's current system acquired in 1992 , which is no longer
supported by the manufacturer.
On September 16 , 2008 , M&C C-23055 was approved , authorizing Buford Goff and Associates , Inc .,
(BGA) to perform an assessment of the public safety radio system . In March 2009 , BGA presented a
report that key components of the system had reached end of their life expectancy , were no longer
supported by the manufacturer and could suffer failures when taxed by emergencies and increased
traffic. In light of these factors , the City was encouraged to act as soon as possible .
On May 18 , 2010 , City Council approved M&C C-24221 authorizing BGA to develop a master plan for the
City to upgrade its radio systems , and negotiate a competitively-priced agreement with the City 's
communications provider , Motorola Solutions , Inc . The master plan reinforced the urgency of the 2009
study . Given the current fragile state of the system , increasing service outages , the unavailability of
replacement parts , and the financial challenges the City is facing , the Master Plan attempted to balance
these factors and ensure a stable , reliable and secure communications infrastructure for Police , Fire ,
Water , Transportation and Public Works , Parks and Community Service and other City departments.
On June 15 , 2010 , M&C C-24272 was approved to authorize the acquisition of the Project 25 (P25)
standard master switch , or the core , of a current generation radio system along with one small site to
operate as a potential backup to the existing system . The plan proposed by BGA and Motorola
Solutions , Inc ., builds upon the installation of this master switch and the initial site .
Because of the magnitude of this project , the full build -out and migration is expected to require almost 48
months to complete . Assuming contract execution in July 2011 , the project would be scheduled for
completion in the first quarter of 2015 .
The total cost of the project is estimated not to exceed $53 ,000 ,000 .00 . This total includes
$39 ,345 ,641 .55 for hardware , software and services acquired through the System Purchase Agreement
with Motorola Solutions , Inc .; $2 ,900 ,000 .00 for engineering , consulting , and other professional services
from BGA through March 2015 ; and additional costs for project management and site construction .
Additional M&Cs will be submitted to the City Council for approval of these other project costs as
necessary .
Staff recommends execution of the System Purchase Agreement with Motorola Solutions. Under this
agreement, the system implemented will include expanded coverage areas , specifically in west Fort
Worth and at T exas Motor Speedway , and it will prov ide additional security features which will help
prevent unauthorized monitoring of public safety communications transmissions . Public works personnel
will also utl ize a segment of this system , and if a sign ificant event occurs , public safety personnel will
have access to the public works portion as well. Ongoing support capab ilities will be enhanced through
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· M&C Rev iew ,., 't
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7x24 monitoring and dispatch by Motorola's network operations center.
Staff also recommends execution of Amendment No. 2 to City Secretary Contract No . 40264 with Buford
Goff & Associates for the provision of engineering , consulting and other professional services through
March 2015 . These services will include detailed work regarding system design reviews , frequency
licensing , acceptance testing and other critical program functions.
Staff is continuing to explore cooperative measures with other agencies for potential cost sharing and
joint participation . This project is structured in such a way to enable such measures if they are realized in
the future . It is anticipated that the Crime Control and Prevention District (CCPD) will transfer funds , at a
future date via M&C , to offset a portion of the total cost and provide a funding source for the Fiscal Year
2012 debt service payment. Additionally , it is anticipated that the City Manger's Proposed Budget will
include General Fund debt service transfers beginning in Fiscal Year 2013 .
PRICE ANALYSIS -The HGAC contract offers fixed discounts ranging from five percent to 25 percent,
which remain unchanged from the previous purchase Agreement approved by City Council on March 18 ,
2008 , M&C P-10750 . Staff reviewed the pricing and determined it to be fair and reasonable .
COOPERATIVE PURCHASE -State law provides that a local government purchasing an item under a
cooperative purchasing Agreement satisfies any state law requiring that the local government seek
competitive bids for purchase of the item . The Houston -Galveston Area Council contract was
competitively bid to increase and simplify the purchasing power of government entities .
M/WBE -Buford Goff and Associates , Inc., agrees to maintain its initial M/WBE commitment of five
percent that it made on the original agreement and extend and maintain that same M/WBE commitment
of five percent to this Amendment No . 2. Therefore Buford Goff and Associates , Inc ., remains in
compliance with the City's M/WBE Ordinance and attests to its commitment by its signature on the
Acceptance of Previous M/WBE Commitment form executed by an authorized representative of its
company . A waiver of the goal for M/WBE subcontracting requirements for Motorola Solutions , Inc ., was
approved by the M/WBE Office because the purchase of goods or services is from sources where
subcontracting or supplier opportunities are negligible .
FISCAL INFORMATION/CERTIFICATION:
The Financial Management Services Director certifies that funds will be available upon completion of the
sale , closing and delivery of approximately $43,050 ,000 .00 City of Fort Worth , Texas , Tax Notes , Series
2011.
The Financial Management Services Director also certifies that funds will be available to make the debt
service payments on these obligations , and funds will be available in the General Fund , as appropriated ,
to satisfy the City's obligations .
TO Fund/Account/Centers
Submitted for City Manager's Office by:
Originating Department Head:
Additional Information Contact:
ATTACHMENTS
FROM Fund/Account/Centers
Karen Montgomery (6222)
Lena Ellis (8517)
James Mauldin (2438)
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· M&CRevie w
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not ~ ord draft 060611 doc
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SERVICES AGREEMENT
1• MOTOROLA SOLUTIONS
Attn: National Service Support/4th fl
1301 East Algonquin Road
(800) 247-2346
Company Name:
Attn:
Billing Address :
City, State, Zip :
Customer Contact:
Phone:
QTY MODEUOPTION
Date :
Fort Worth , City of
1000 Throckmorton St
Fort Worth, TX, 76102
SERVICES DESCRIPTION
1 P25 MAIN SYSTEM SYSTEM SUPPORT SERVICES
2 Master site Dispatch Service
12 Prime Site Network Mon itoring Service
240 Sub Site Technical Support Service
3 GTRBOOO SECURITY SERVICES
40 Dispatch Center Network Security Monitoring
MCC 7500 Security Update Serv ice
Contract Numer: S00001020876
Contract Modifier:
Required P .O.:
Customer#:
Bill to Tag#:
Contract Start Date :
Yes
1012858843
0004
01/01/2016
Contract End Date : 12/11/2016
Anniversary Day : Dec 31st
Payment Cycle: ANNUAL
PO#:
MONTHLY EXT
$ 5 ,896.89
$ 4 ,072.56
INFRASTRUCTURE REPAIR WITH ADVANCE $ 23 ,579.13
REPLACEMENT
P25 DYNAMIC SITE SYSTEM SUPPORT SERVICES $ 708.54
RESILIANCE Dispatch Service
1 Backup Master Network Monitoring Service
Technical Support Service
SECURITY SERVICES $ 1,818 .15
Network Security Monitoring
Security Update Service
INFRASTRUCTURE REPAIR WITH ADVANCE $ 701 .86
REPLACEMENT
CONNCT SYSTEM SUPPORT SERVICES $ 35.89
1 ASR Dispatch Service
4 GTR 8000 Techn ical Support Service
INFRASTRUCTURE REPAIR WITH ADVANCE $ 324 .60
REPLACEMENT
NPSPAC SYSTEM SUPPORT SERVICES $ 927 .00
EXTENDED
AMT
$ 66,958 .23
$ 46 ,243 .26
$ 267 ,737 .22
$ 8 ,045 .36
$ 20 ,644 .80
$ 7,969 .51
$ 407 .53
$ 3 ,685 .78
$ 10 ,525 .94
.. j .... t .. ;
6 Remote Site Dispatch Service
11 Quantars Network Monitoring Service
Technical Support Service
INFRASTRUCTURE REPAIR WITH ADVANCE $ 892.67 $ 10,136 .12
REPLACEMENT
ROANOKEASR SYSTEM SUPPORT SERVICES $ 214.72 $ 2,438.11
1 ASR Dispatch Service
4 GTR 8000 Network Monitoring Service
Technical Support Service
INFRASTRUCTURE REPAIR WITH ADVANCE $ 363.12 $ 4,123 .17
REPLACEMENT
ISSI SYSTEM SUPPORT SERVICES $ 1,070.50 $ 12,155 .35
1 Network Gateway Dispatch Service
Network Monitoring Service
Technical Support Service
INFRASTRUCTURE REPAIR WITH ADVANCE $ 429.10 $ 4,872.36
REPLACEMENT
1 SYSTEM MANAGER Managed Services $ 22,266 .96 $ 252,923 .65
1 LOCAL SUPPORT Onsite Infrastructure Response -Premium $ 59,907.20 $ 680,236 .59
SERVICES Annual Preventative Maintenance
Site Inspection
NICE GOLD LEVEL MAINTENANCE $ 7,869 .26 $ 89 ,354 .18
3 Logging Recorders
SPECIAL INSTRUCTIONS-ATIACH Subtotal -Recurring Service $ 131 ,078 .15 $1,488,457.16
STATEMENT OF WORK FOR PERFORMANCE Subtotal -One-Time Event Services $ -$ -
DESCRIPTIONS Total $ 131 ,078.15 $ 1,488,457.16
Taxes $ -$ -
Grand Total $ 131,078.15 $ 1,488,457.16
THIS SERVICE IS SUBJECT TO STATE AND LOCAL TAXING JURISDICTIONS WHERE
APPLICABLE TO BE VERIFIED BY MOTOROLA
Subcontractor(s) City State
MOTOROLA SYSTEM SUPPORT CENTER ELGIN IL
MOTOROLA SSC NETWORK SECURITY
D0298 SCHAUMBURG IL
MOTOROLA SYSTEM SUPPORT CENTER-
NETWORK MGMT D0067 SCHAUMBURG IL
MOTOROLA SYSTEM SUPPORT CTR-CALL
CENTER D0066 SCHAUMBURG IL
MOTOROLA SYSTEM SUPPORT-SCHAUMBURG IL
MOTOROLA SOLUTIONS , INC. T6 SYSTEM FARMERS
MANAGER (D0197) BANCH TX
DFW COMMUNICATIONS INC ARLINGTON TX
NICE SYSTEMS INC RESTON VA
I received Statement of Works that describer the serlvces 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
.. . .. . . ' ;
CUSTOMER SIGNATURE
suaau Aloi•
Ass i stant City Mana ger
CUSTOMER (PRINT NAME)
AUTHORIZED CUSTOMER SIGNATURE
CUSTOMER (PRINT NAME)
AUTHORIZED CUSTOMER SIGNATURE
CUSTOMER (PRINT NAME)
TITLE
TITLE DATE
TITLE DATE
TITLE DAT E
TITLE DATE
MOTOROLA REPRESENTATIVE (PRINT NAME)
AP~ FORM Allll LEGALJ:TY :
( ~ Aariatant Ci tyAtornay
OFFICIAL RECORD
CITY SECRETARY
fTh WORTH, TX
,-
• • T
• MOTOROLA SOLUTIONS CHANGE ORDER
EXHIBIT"A"
Change Order No. 9 --------------------
Date: January 21 , 2015
Project Name: Fort Worth P25 Upgrade Project -TX-101192A
Customer Name: City of Fort Worth
Customer Project Mgr: Alan Girton --------------------
The purpose of this Chanae Order is to:
This change order will reconcile the final credit of $1 ,004,671 .16 remaining on the project. For the amount of
this final credit, Motorola will provide to the City:
1. Credit for the return and removal of L TE system equipment
2 . · Provide a prorated 11 .33 months of system maintenance services of the P25 Radio System in the
year 2016, as described in the attached Service Agreement and Statement of Work
3. The City may issue a separate purehase order in the amount of $87 ,665.92 to provide tor system
maintenance services, as described in the attached Service Agreement and Statement of Work, for
the remainder of the year 2016
Contract# City of Fort Worth : Contract 41910
Motorola Solutions Contract: 11 -11006/DL
Contract Date: 6/23/11
In accordance with the terms and conditions of the contract identified above between the City of Fort
Worth and Motorola Solutions, Inc., the following changes are approved :
C nt t P . Ad' t nt 0 rac nee IJUS me s
Original Contract Value : $39 ,345 ,641 .55
Previous Change Order amounts for Change Order numbers
I o I through I s I No Price Adjustments
Decrease project credit from
This Change Order: $1 ,004 ,671 .16 to zero. Total credit used
with this change order is $1 004 671 .16.
New Contract Value: $39 ,345 ,641 .55
C ompletion Date Adjustments I
Original Completion Date: 12/31/2014
Current Completion Date prior to this Change Order: 2/28/2015
New Completion Date : N/A
There are no changes to the System Purchase Agreement (SPA) Provisions with this change order.
Fort Worth P25 Upgrade
Project
Page 1 of 2
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• MOTOROLA SOLUTIONS CHANGE ORDER
All L TE system equipment will be removed from the project and contract.
Changes in Services:
Changes in Services include :
1 . The removal of "L TE Addendum 1" and any related L TE tasks or obligations described in previous
contract documents
2 . Removal of the L TE system equipment
3 . Motorola Solutions will provide a prorated 11 .33 months of system maintenance services in 2016 on
the P25 Radio Svstem, as described in the attached Service Aoreement and Statement of Work.
Schedule Chan es:
There are no schedule changes with this Change Order.
Pricing Changes:
The Price of the contract is not altered with this Change Order. As a result of this change order, the
outstanding project purchasing credit remaining available for the City of Fort Worth is changed from
$1 004 671 .16 to zero. Total credit used with this chanoe order is $1 004 671.16.
Warranty Changes:
There are no warranty changes with this Change Order.
Customer Responsibilities:
The changes in customer r esponsibilities are identified in the attached Service Agreement and Statement of
Work
Payment Schedule Changes:
There are no Payment Schedule Changes with this Change Order.
Unless amended above , all other terms and conditions of the Contract shall remain in full force . If there
are any inconsistencies between the provisions of this Change Order and the provisions of the Contract,
the provisions of the Change Order will P. evail.
Fort Worth P25 Upgrade
Project
Date:
Date:
Page 2 of2
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SEC TI ON 3
STATEMENTS OF WORK
3.1 NETWORK MONITORING, ONSITE INFRASTRUC TURE
RESPONSE AND DISPATCH SERVICE
Motorol a will provide Network Monitoring , Dispatch Service and On-Site Infr astructure Re s ponse
services to Customer Systems. This service is app licable only for the ASTRO® 2 5 system .
The terms of this Statement of Work (SOW) are an integral part of the Motorola Service Terms and
Conditions or other applicable Agreement(s) with the Customer to which thi s SOW is app en ded and
made a part thereo f by this reference .
1.0 Description of S ervices
Network Monitoring is a service designed to electronically monitor E lements of a Communication
System for Events, as set forth in the Monitored Elements Table. When the Motorola System Support
Center (SSC) detects an Event, trained techno logists acknowledge and remotely diagnose the Event,
and initiate an appropriate re sponse per the customer profile. Appropriate re sponses could include,
but are not limited to , continuing to monitor the Event for further deve lopment, transferring the Event
to Technical Support, or opening a Case for dispatch of a Servicer. If dispatched, the Servicer will
re spond at the Customer location based on predefined Severity Leve ls set forth in the Severity
Definitions Tab le and Response times set forth in the On -Site Respons e Time Tab le in order to
Restore the System.
Motorola will prov ide Case management as set forth herein . The SSC maintains contact with the on-
site Servicer until System Restoral occurs and Case is closed. The SSC will continuous ly track and
manage Case activity from open to close thro ugh an automated Case tracking process .
2.0 Motorola Responsibilities :
2.1. Provide dedic ated Connectivity through a private network connection necessary for monitoring
the ASTRO 2 5 Network.
2.2 . If determined necess ary by Motorola, provide Motorola owned equipment for monitoring
ASTRO 25 System elements. If Motorola installs or repl aces Motorola owned equipment, the
type of equipm ent and location in stalled is listed in the Motorola Owned & Supplied
Equipment Table.
2.3. Verify Connectivity and Event monitoring prior to System Acceptance or Start Date.
2.4. Continuously rece ive data from Customer monitored Sy stem and Customer initiated serv ice
requests.
2.5. Remotely access the Customer's Sy stem to perfo rm remot e di ag nosis as permitted by
Customer.
2.6 . Create a Case, as necessary. Gather information to perform the following:
2.6 .1. Characterize the iss u e .
2 .6.2. Determine a plan of ac tion.
City of Fort Worth , Te xas January 29, 2014
P25 System Maintenance Use or disclosure of this proposal is subject
to the restrictions on the cover page.
@ Motorola Solutions Confidential Restricted Statemen ts of Work 3-1
'1 ·1
2.6.3. Assign and track the Case to r eso lution.
2.7. Di spatch a Servicer, as required, by Motorola standard procedures and provide necessary Case
information.
2.8. En sure the required personnel have ac ce ss to Customer information as n ee ded .
2.9. Disable and enable Sys tem devices, as neces sary, for Serv icers.
2.10. Servicer will perform the following on-site :
2.10.1. Run diagnostics on the Infrastructure or FRU.
2.10 .2. Repl ace defective Infrastructure or FRU, as ap plicabl e . Customer, Serv icer or Motorola
may provide Infrastructure or FRU.
2.10 .3. Provide materials , tools , documentation, phys ical planning manuals , diagnostic/te st
equipment and any other requirements ne cessary to perform the Maintenance service .
2.10.4. If a third party Vendor is needed to restore the System, the Servicer may accompany
that Vendor onto the Cu stomer 's premises.
2.11. Servicer will, upon concluding the issue is unrelated to Motorola Infrastructure covered by the
Motorola Service Agreement, perform the following:
2.11 .1 Email the Customer 's Help Desk, copying the Customer On Call Technician,
requesting the ticket be reassigned to the Customer On Call Technician.
2.11.2 Contact the Customer's Help Desk via voice call and request the ticket be reassigned to
the Customer On Call Technician.
2.11.3 If no response from the Customer On Call Technician has b een received within 15
minutes of contacting the Customer's Help De sk, contact via voice call the Motorola
System Manager. 1
2.11.4 Upon receiving a re sponse from the Customer On Call Technician or upon completing
the contact with the Motorola System Manager, be released from the System. 1
2.12. Verify with Customer that Restoration is complete or System is functional, ifrequired by
Customer's repair Verification preference de scribed in the Customer Support Plan. If
Verification by Customer cannot be completed within 20 minutes of Re st oration, the Case will
be clo se d and the Servicer will be release d.
2.13. Escalate the Case to the appropri ate party upon expiration ofa Re sponse time.
2.14 . Close the Case upon receiving notifi cation from Customer or Servicer, indicating the Case is
r esolved .
2.15 . Notify Customer of Case Status, as desc rib ed in the Customer Support Plan at the following
Case leve ls:
2.15.1. Op en and clo se d; or
1 Motorola System Manager mu st be on contract to provide thi s service
J anuary 29 , 2014
Use or disclosure of this proposal is subject
to the restrictions on t he cove r page .
3-2 Statements of Work
City of Fort Worth, Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted 0
--. .. .. t
2.15.2. Open, assigned to the Servicer, arrival of the Servicer on site, deferred or delayed,
closed.
2.16. Respond in accordance to predefined Response time s upon r eceipt from Customer of Customer
manage d pas swords required for proper access to the Customer's System.
2.17. Apply additional support charges above and beyond the contracted service agreements that may
apply if it is determined that System fau lts were caused by the Customer making changes to
critical System parameters .
3.0 Customer Responsibilities:
3 .1. Allow Motorola Continuous remote access to obtain Sy stem availability and performance data.
3.2. Allow Motorola to access System if firewall has been installed ; provide permanent/dedicated
access for SNMP traps (outbound) and ZDS polling (inbound). A lso provide continuous utility
service to any Motorola equipment in stalled or utilized at Customer's premises to support
delivery of the Service.
3 .3. Unless otherwise specified, Motorola recommends a private network connection for all other
Systems . Provide Motoro la with predefined Customer information and preferences prior to
Start Date necessary to complete Customer Support Plan., including , but not limited to:
3 .3. l. l. Case notification preferenc es and procedure.
3 .3 .1.2. Repair Verification Preference and procedure.
3.3.1.3. Database and escalation procedure forms.
3 .3 .1.4. Submit changes in any information supplied in the Customer Support Plan to the
Account Services Manager.
3.4. Provide the following information when initiating a se rvice request: 2
3 .4.1. Assigned System ID number.
3.4 .2. Problem de sc ription and site location.
3.4.3 . Other pertinent information requested by Motorola to open a Case .
3.5. Notify the SSC when Customer performs any activity that impacts the System. (Activity that
impacts the Sy stem may include, but is not limited to, installing software or hardware upgrades,
performing upgrade s to the network, or taking down part of the system to perform
maintenance.)
3 .6 Contact the Motorola Servicer upon being reass igned a ticket unrelated to Motorola
Infrastructure covered by the Motorol a Service Agreement within 15 minutes of the Servicer
contacting the Customer's Help D esk .
3 .7 Include in the Change Manag ement Approvals the Motorola Sy stem Manager when the
following occurs:1
3 .7.l Any changes rel at ed to the Dispatch Operator Po sitions Configuration.
2 Should System Manager and Local Support Servic es be purch ased through Motoro la, thi s res pon sibility shall be the
respo nsibility of th e Motorola System Manager and /or th e Motoro la Technicians or Mo torola Authorized Technicians.
City of Fort Worth, Texas
P25 Sys tem Maintena nce
~ Motorola Solu tion s Confidential Restricted
January 29, 2014
Use or disclosure of this proposal is subject
to th e restricti ons on th e cover page.
Statements of Work 3-3
3.7.2 Rekey of Agencies Mobiles or Portables.
3 .7.3 Rekey of the Dispatch Operator Positions .
, 1 •
3.7.4 Any activity related to Infrastructure covered under the Motorola Service Agreement.
3.8. Allow Servicers access to Equipment (including any Connectivity or monitoring equipment) if
remote service is not pos sible.
3.9. Allow Servicers access to remove Motorola owned monitoring equipment upon cancellation of
service.
3.10. Supply Infrastructure or FRU, as applicable, in order for Motorola to Restore the System.3
3 .11. Maintain and store in an easy accessible location any and all Software needed to restore the
system. 4
3.12. Maintain and store in an easily accessible location proper System backups.4
3.13. Verify with the SSC that Restoration is complete or System is functional, if required by the
Repair Verification Preference provided by Customer.
3 .14. Provide all Customer managed passwords required to access the Customer's System to
Motorola upon request or when opening a Case to request service support or enable R esponse
to a technical issue .
3 .15. Pay additional support charges above and beyond the contracted service agreements that may
apply if it is determined that System faults were caused by the Customer making changes to
critical System parameters.
3.16. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide the services described in this SOW.
4 .0 Covered Sites
4.1. SZ044Al-MASTER (P25). Located at 6869 Bowman Roberts Rd, Fort Worth, TX 76176.
4.2. SZ044A1Bl _(DSR)-MASTER (P25)(DSR). Located at 305 N O'Connor Rd, Irving, TX
75061.
4.3. SZ044Al01 -EAGLE MOUNTAIN (LA YER 1 PRIME). Located at 6869 Bowman Roberts
Rd. Fort Worth, TX 76176.
4.4 . SZ044Al0101 -Ll Burnett Plaza. Located at 801 Cherry St, Fort Worth, TX 76102.
4.5. SZ044Al0102-Ll Bergh. Located at 11149 Trinity Blvd, Euless, TX 76040.
4.6. SZ044Al0103-Ll Rolling Hills. Located at 2500 SE Loop 820, Fort Worth, TX 76140.
SZ044Al0104-Ll North Beach. Located at 4705 Ray White Road, Fort Worth, TX 762 4 8.
4 .7. SZ044Al0104-Ll North Beach. Located at 4705 Ray White Road, Fort Worth, TX 76248.
3 Should Infrastructure Repair with Advance Replacement or Infrastructure Repair be purchased through Motorola, this
responsibility shall be the responsibility of Motorola.
4 Should Motorola Sy stem Manager be purchased through Motorola, this respon sibility shall be the responsibility of the
Motorola System Manager.
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
3-4 Statements of Work
City of Fort Worth, Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted (1.l
... .. .. f
4.8. SZ044Al0105-Ll Eagle Mountain. Located at 6869 Bowman Roberts Rd, Fort Worth, TX
76176.
4 .9. SZ 044Al0106-Ll Westl and 6. Located at 10 2 01 Ch apin Ro ad, Aledo , TX 76008 .
4.10. SZ 044Al 02-ROLLING HILLS (LA YER 2 PRIME). Located at 2500 SE Loop 82 0, Fort
Worth, TX 76140.
4 .11. SZ044Al02 01 -L2 Burnett Plaza. Located at 801 Cherry St, Fort Worth, TX 76102 .
4 .12. SZ 044Al0202-L2 Bergh. Located at 11149 Trinity Blvd, Euless, TX 76040.
4 .13. SZ044A1020 3-L2 Rolling Hill s . Located at 2500 SE Loop 820, Fort Worth, TX 76140.
4.14. SZ044Al0204-L2 North B each. Located at 4705 R ay White Ro ad, Fort Worth, TX 76248.
4 .15. SZ 044A10205 -L2 E ag le Mountain. Located at 6869 Bowman Roberts Rd , Fort Worth , TX
76176.
4.16. SZ 044Al0206-L2 Westl and 6. Located at 10201 Chapin Road, Aledo , TX 76008.
4 .17 . SZ044Al06-Roanoke ASR. Loc ated at 2 521 Highway 114, Fort Worth, TX 76177.
4 .18. SZ044A1Dl -Radio Shop. Located at 1515 11th Ave , Fort Worth, TX 76102.
4 .19 SZ044AlD2-BOLT STREET. Located at 3000 W. Bolt, Fort Worth, TX 76110.
4 .20 SZ044AlD3-AL T PSAP. Located at 1000 Throckmorton St, Fort Worth , TX 76102 .
4 .21 SZ044A199-Dallas ISSI. Located at 6869 Bowman Roberts Rd , Fort Worth, TX 76176.
Sever ity Definitions Table
Severity Level Problem Types
Severity 1 . Response is provided continuously.
. Major System failure .
. 25% of System down . . 25% of Site channels down .
. This level is meant to represent a major issue that results in an unusable
system , sub-system , Product, or critical features from the Customer's
perspective. No Work-around or immediate solution is available.
Severity 2 . Response during Standard Business Day.
. Significant System Impairment not to exceed 25% of system down .
. System problems presently being monitored .
. This level is meant to represent a moderate issue that limits a Customer's
normal use of the system, sub-system, product, or major non-critica l
features from a Customer's perspective.
Severity 3 . Response during Standard Business Day .
. Intermittent system issues .
. Information questions .
. Upgrades/preve ntative maintenance .
. This level is meant to represent a minor issue that does not preclude use of
the system , sub-system, product , or critical features from a Customer's
City of Fort Worth, Texas
P25 System M ain tena nce
Jan uary 29, 201 4
Use or disclos ure of this proposal is s ubject
to the res trict ions on the cove r page .
~ Motorola Solutions Confiden tial Restric ted Sta tements of Work 3-5
Severity Level Problem Types
------
persp ective. It may also represent a cosmetic issue , including
documentation errors , general usage questions , recommendations for
product enhancements or modifications , and scheduled events such as
preve ntative maintenance or producUsystem upgrades .
On-S ite Response Time Table (Customer's Response Time C lassificat ion is
des ignated in the Service Agreement).
Severity Level Dedicated Technician Response Time -
Severity 1 Within 1 hours from receipt of Notification
Continuously
Severity 2 Within 4 hours from rece ipt of Notification
Standard Business Day
Severity 3 Within 24 hours from rece ipt of Notification
Standard Business Day
Appendix 1
Motorola Owned & Supplied Equipment Table
Equipment Type Location Installed
I Firewall/Router Master Site
I System Support Server Master Site for each Zone
Monitored E lements Table
System Type Equipment
ASTRO 25 (release 7 .0-and
higher)
SECURITY ELEMENTS
Monitoring and managing
Security Elements is dependent
on Customer purchasing and
Core Security Management
Server as Equipment with the
Customer System.
Packet Routing Network; Zone Controllers ; Database Server;
FullV ision Server; UEM Server; Zone Statistical Server; Air
Traffic Router ; System Statistics Server; User Configuration
Server; Packet Data Gateway Server ; PBX ; Interconnect
Server; Motorola Gold Elite Gateway (MGEG ); AEB ; CEB ;
Conventional Channel Gateway (CCGW); Core , Ex it , Gateway ,
Peripheral , Borde r, and Site route rs , HP Switches master ,
prime , console (MCC 7500 ) and repeater sites switches ,
GGSN ; CWR.
Simulcast RF Site (Site Controllers , Comparators , Stat ions);
lntelli Repeater RF Site (Stations); lntelli Site Repeater RF Site
(Site Controllers , Stations). The SMARTX bo x is a transparent
bo x that connects the legacy equipment to ASTRO core . The
SMARTX bo x is not part of the monitored elements.
DOES NOT INCLUDE MONITORING OF ANYTHING
OUTSIDE OF THE RADIO NETWORK UNLESS
SPECIFICALLY STATED .
If Motorola Security Monitoring service is purchased -Core
Sec urity Manag e ment Server , Intrusion Dete cti on Sensor ,
Firewall , Anti-virus Appl ication , Service r Authentication,
Centralized Logg ing Se rver.
. ,.
January 29, 2014
Use or disclosure of th is proposal is subject
to the res trictions on the cover page .
City of Fort Worth, Texas
P25 System Maintenance
3-6 Statements of Work Motorola Solutions Confidential Restricted "
3.2 TECHN ICAL SUPPORT SER VICE
1.0 Description of S ervice s
The Technical Supp01i service provides centralized remote telephone support for technical issues that
require a high level of communications systems expertise or troubleshooting on Equipment. The
Motorola System Support Center's (SSC) Technical Support Operation is staffed with technologists
who specialize in the diagnosis and resolution of system performance issues . Technical Support
Service: (i) does not include software upgrades that may be required for issue reso lution ; (ii) does not
include Customer training; (iii) is only availab le for those system types supported and approved by
Technical Support Operations and (iv) limited to Infrastructure currently supported by Motorola.
Technical Support is applicab le to the ASTRO® 25 System.
The terms and conditions of this Statement of Work (SOW) are an integral part of Motoro la's Service
Terms and Cond itions or other applicab le Agreement to which it is attached and made a part thereof
by this reference.
2.0 Motorola has the following responsibilities:
2.1 . Respond t o requests for Technical Support for the Restoration of fai led Systems and diagnos is
of operati on problems in accordance with the response t imes set forth in the Remote Technical
Sup p ort Respon se Times Tab le and the Severity Level defined in the Severity Definitions
Tab le .
2.1. l. Iflnfrastructure is no longer supported by Motorola, Technical Support will diagnosis
the System but may not be ab le to reso lve the issue without the Customer replacing the
Infrastructure.
2.2. Advise call er of procedure for determining any additional requirements for issue
characterization, and Restoration which includes providing a known fix for issue reso lution
when avai lab le.
2.3 . Attempt remote access to Sys tem for remote diagnostics, when possible .
2.4. Maintain communication with the Servicer or Customer in the field until close of the Case, as
needed.
2.5. Coordinate technical reso lutions with agreed upon third party Vendor(s), as needed.
2.6. Escalate and manage support issues, including Systemic issues, t o Motorola engineering and
product groups, as applicab le.
2. 7. Escalate the Case to the appropriate party upon expiration of a Response time .
2.8. Provide Configuration Change Support and Work Flow changes to Systems that have dial in or
remote access capabi lity.
2.9 . Determine, in its sole discretion, when a Case requires more than the Technical Support
services described in t his SOW and notify Customer of an alternative course of action.
City of Fort Worth, Texas
P25 System Maintenance
" Motorola Solutions Confidential Restricted
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
Statements of Work 3-7
3 .0 C ustomer ha s th e followi ng responsibilit ies:
3. l. Provide Motorola with predefined infonnation prior to Start Date necessary to complete
Customer Support Plan.
3 .1 .1. Submit changes in any information supplied in the Customer Support Plan to the
Account Services Manager.
3.2. Contact the SSC in order to acce s s the Technical Support Operation, provide name of caller,
name of Customer, System ID number, Service Agreement number, site (s) in questions , and
brief description of the problem.2
3.3. Supply on -site presence when requested by System Support Center.5
3.4 . Validate issue resolution prior to close of the Case .2
3.5. Allow Motorola remote access to the System by equipping the System with the necessary
Connectivity .
' ..
3.6. Acknowledge that Cases will be handled in accordance with the times and priorities as defined
in Remote Technical Support Response Times Table and the Severity Level defined in the
Severity Definitions Table.
3.7. Cooperate with Motorola and perform all acts that are reasonable or necessary to enab le
Motorola to provide the Technical Support service to Customer.
4.0 Covered Sites
4.1. SZ044Al-MASTER (P25). Located at 6869 Bowman Roberts Rd, Fort Worth, TX 76176.
4.2. SZ044A1Bl _(DSR)-MASTER (P25)(DSR). Located at 305 N O'Connor Rd, Irving, TX
75061.
4.3. SZ044Al01 -EAGLE MOUNTAIN (LA YER 1 PRIME). Located at 6869 Bowman Roberts
Rd. Fort Worth, TX 76176.
4.4. SZ044Al0101 -Ll Burnett Plaza . Located at 801 Cherry St, Fort Worth, TX 76102.
4.5. SZ044Al0102-Ll Bergh. Located at 11149 Trinity Blvd, Euless , TX 76040 .
4.6. SZ044Al0103-Ll Rolling Hills . Located at 2500 SE Loop 820, Fort Worth, TX 76140.
4.7 . SZ044Al0104-Ll North Beach. Located at 4705 Ray White Road, Fort Worth, TX 76248.
4.8. SZ044Al0105-Ll Eagle Mountain . Located at 6869 Bowman Roberts Rd, Fort Worth, TX
76176.
4.9. SZ044Al0106-Ll Westland 6. Located at 10201 Chapin Road, Aledo , TX 76008.
4.10 . SZ044Al02-ROLLING HILLS (LAYER 2 PRIME). Located at 2500 SE Loop 820 , Fort
Worth , TX 76140.
4.11. SZ044Al0201 -L2 Burnett Plaza. Located at 801 Cherry St, Fort Worth , TX 76102 .
4.12. SZ044Al02 02-L2 Bergh. Located at 11149 Trinity B lvd , Eule ss, TX 76040.
5 Should Local Support Servi ces be purch ase d thr ough Moto rol a, thi s res ponsibi lity shall be the re sponsibi lity of the
Motorola Technician s or Motorola Auth ori zed Technician s.
January 29, 2014
Use o r di sc losure of thi s p ro posal is subject
to the restri cti ons on th e cover page .
3-8 Statem ents of Work
Ci ty of Fort Worth, Texas
P25 System M aintenance
Motoro la Solutions Co nfide ntial Restricted Q.)
4.13. SZ044Al0203 -L2 Ro ll ing Hi ll s. Located at 25 00 SE Loop 82 0, Fort Worth, TX 76140.
4 .14 . SZ044A l02 04-L2 North Beach . Locate d at 4705 Ray White Road , Fort Worth, TX 76 248 .
4 .1 5. SZ 044Al0205-L2 E agle Mountain . Located at 6869 Bowman Ro b erts Rd , Fmi Wmih, TX
76176 .
4 .1 6 . SZ044A 10 206 -L2 W est lan d 6 . Locat ed at 1020 1 Chapin Road, A ledo , TX 76008.
4 .17 . SZ044A 106 -Roanoke ASR. Locate d at 2521 Highway 114, Fo1i Worth, TX 76177 .
4.18. SZ044A 1D l -Radio Shop. Located at 15 15 11th Av e, Fort Worth, TX 76102 .
4.19 SZ044A ID2-BOLT STREET. Located at 3000 W . Bolt, Fort Worth, T X 76110 .
4 .20 SZ 044AID 3-AL T P SAP. Located at 100 0 Throckmorton St, Fort Worth, TX 76 102.
4.2 1 SZ044A l 99-Dall as I SS I. Locate d at 6869 Bowman Roberts R d, Fort Worth, TX 76 176.
Severity Definit ions Table
Severity Level Problem Types
Severity 1 . Response is provided continuously .
. Major System failure . . 25 % of System down . . 25% of Site channels down .
. This level is meant to represent a major issue that resu lts in an unusable
system , sub -system , Product , or critica l features from the Customer's
perspective. No Wo rk-arou nd or immediate solut ion is available .
Severity 2 . Response during Standard Business Day . . Significant System Impairment not to exceed 25 % of system down . . System prob le ms presently be ing monitored .
. This level is meant to represent a moderate issue that limits a Customer's
norma l use of the system , sub-system , product , or majo r non-critical
features from a Cus tomer's perspective .
Severity 3 . Response during Standard Business Day .
. Interm ittent system issues .
. Information questions .
. Upgrades/preventative maintenan ce . . Thi s level is meant to represent a mino r issu e that does not preclud e use
of the sys tem , sub-system , product , or critical features from a Custom e r's
perspect ive . It may a lso represent a cosmeti c issu e , includ ing
do cumentation errors , genera l usage questions , re commendation s for
product enhancements or modifications , and schedu led events such as
preventative ma intenance or produ cUsystem upgrad es.
Remote Techn ical Support Response Times Table ..
i SEVERITY
, 4 < tt'-_ .,j
Se verit y 1
Se verity 2
Se ve rity 3
C ity of Fort W ort h, T exas
P25 Syste m M aintenance
'" .. " ~ -, ' --~ "" --
'. RESPONSE ., -
....._,,I...,::;;'_~-----4-' ._ .. . ----. -. -· -,__, -_, ___ .. _.,.,_ .... ,_ ,_., ... -__ , ~, ..
Within 1 Hour from receipt of Notifi ca ti o n, Continuousl y
With i n 4 Hours from rec e ipt of Notifi cation , Stand ard Bu s in es s Day
Within ne xt Busin ess Da y, Standard Business Day
January 29 , 20 14
Use or disclosure of th is p roposal is s ubj ect
t o the restrictions o n the cove r page .
Q.l Motorola Solutions Confidential Restricted Statements of Work 3-9
3.3 ASTRO ® 25 NE TWORK & SECURITY MONI TORI NG, SECURITY
UPDATE SERVICE, ONSITE INFRASTRUCTURE RESPONSE
AND DISPATCH SERVICE
Overview: Network & Security Monitoring is a bundled service offering that provides Network
Monitoring, Security Monitoring, Security Update Service, Dispatch and OnSite Infrastructure
Response services to the Customer. T hi s service is app li cab le only for the following system types:
ASTRO 25 current shipping System Release and three prior System Releases.
Definitions
...
Terms that are capitalized but not defined in this Statement of Work shall have the definition given to
such terms in the Service Terms and Conditions, the Communications System Agreement or other
app li cab le agreement. The following terms have the following meanings:
• Non-Motorola Software: Software whose copyright is owned by a party other than Motorola or its
affiliated company, including but not limited to the anti -virus definitions, operating system
software patches and signature files that will be pre-tested pursuant to this Statement of Work.
• Supported System Release: Security Update Service supports the current ASTRO 25 7.X System
Releases and 3 previous System Releases.
1.0 Description of Services
ASTRO 25 Network & Security Monitoring includes the monitoring of radio system infrastructure as
well as monitoring and managing the Motorola security equipment present on the Customer's System.
Monitoring security equipment requires Customer to purchase a Core Security Management Server
with Customer's System. Motorola will monitor Elements of a System for Events , as set forth in the
Monitored Elements Table below.
When the Motorola System Support Center (SSC) detects an Event, trained technologists will
acknowledge the Event, run remote diagnostic routines, and initiate an appropriate Response.
Appropriate responses could include, but are not limited to, continuing to monitor the Event for
further development, attempting remote Restoral, or transferring the Event by opening a Case for
disp atch of a Servicer. If dispatched, the Servicer will res pond at the Customer location based on
predefine d Severity Levels set forth in the Severity D efinitions Table and Response times set forth in
the On-Site Re sponse Time Table in order to Restore the System.
Security Update Service provides the late st anti-virus definitions, intrusion detection se nsor (IDS)
s ignature updates (ONLY for IDS s upplied to Customer by Motorol a), Micro soft and Solaris
operating system security patches that have been pre-tested on a Motorola test system to verify
compatibi li ty with the ASTRO 25 System.
Motorola will proactively manage the security E lements present on the Syst em as needed to mitigate
the risk of vulnerability such as a virus, worm or other intrusive attack on the System. This may
include periodically deploying the latest release of pre -tested anti-virus d efinitions to the anti-virus
management server and updating the intrusion detection sensor signature files on the network b arrier
(ONLY for IDS s upplied to Customer by Motorola and if present on the System) as d etermined by
Motorola. Motorola will also modify intrusion sensor settings and update firewall settin gs as
determined by Motorola and will notify Customer of such modifications.
Motorola will provide Case Management as set forth herein. The SSC maintains contact with the on-
site Servicer until System R es toral occurs and Case is closed. The SSC will continuously track and
manage Case activity from open to close through an automated Case tracking process.
Jan uary 29, 2014
Use or disclosu re of this proposal is subject
to the restrictio ns on t he cover page.
3-10 Statements of Work
City of Fort Worth, Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted ~
T ' '
The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service
Terms and Conditions or other applicable Agreement(s) to which it is attached and made a part
thereof by this reference .
2 .0 Motorola has the following res pon sib ili t ie s :
2 .1. Provide dedicated Connectivity through a private network connection necessary for monitoring
ASTRO 25 System. The Connectivity Matrix set forth below further describes the Connectivity
options .
2.2. If determined necessary by Motorola, provide Motorola owned equipment for monitoring
ASTRO 25 System elements. If Motorola installs or replaces Motorola owned equipment, the
type of equipment and location installed is listed in the Motorola Owned & Supplied
Equipment Table.
2.3. Verify Connectivity and Event monitoring prior to System Acceptance or Start Date.
2.4. Coordinate with Customer to maintain Motorola service authentication credentials.
2.5. Continuously receive service requests.
2.6. Perform Continuous monitoring of System Elements as set forth in the Monitored Elements
Table .
2.7. Interpret System Events and determine appropriate Response. An appropriate Response could
include the following actions : notify customer of activity, continue monitoring the Event for
further development, review System log fi les or transfer the Event information via a Case for
dispatch of a Servicer.
2 .8 . Respond in accordance to predefined Response times upon receipt from Customer of Customer
managed passwords required for proper access to the Customer's System.
2 .9. Remotely access the Customer's System to perform remote diagnostics as permitted by
Customer.
2.10. Attempt remote Restoral, as appropriate. Some System functions may be disrupted as necessary
to maintain System integrity until further validation of the Event occurs . This may include
shutting down applications, applying security tools, resetting box, or instructing Servicer to
re load applications and operating system software as necessary.
2 .11. Create a Case as necessary when service requests are received. Gather information to perform
the following:
2.11.1. Characterize the issue.
2.11.2. Determine a plan of action.
2.11.3 . Assign and track the Case to resolution.
2.12. Dispatch a Servicer, as required, by Motorola standard procedures and provide necessary Case
information.
2 .13. Ensure the required personnel have access to Customer information as needed.
2.14. Disable and enab le System devices, as necessary, for Servicers.
2.15. Servicer wi ll perform the following on-site:
City of Fort Worth , Texas
P25 System Maintenance
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions o n the cover page.
0 Motoro la Solutions Confidential Restricted Statements of Work 3-11
' . '
2.15. I . Run diagnostics on the Infrastructure or FRU.
2 .15.2. Replace defecti ve Infrastructure or FRU, as applicable. Customer, Servicer or Motorola
may provid e Infr astructure or FRU .
2.15 .3 . Provide materials, tool s, documentation, physical planning manuals, diagno stic /test
equipment and any Security requirements n ecessary to perform the Maintenance
serv ice.
2 .15.4 . If a third party Vendor is needed to re store the Sy stem , the Servicer may accompany
that Vendor onto the Customer's premises .
2.16. Verify with Customer that Restoration is complete or System is functional, if required by
Customer's repair Verification preference de scribed in the Customer Support Plan. If
Verification by Customer cannot be completed within 20 minutes of Restoration, the Case wi ll
be closed and the Servicer wi ll be re leased .
2.17. Escalate the Case to the appropriate party upon expiration of a Response time.
2.18. Close the Case upon receiving notification from Customer or Servicer, indicating the Case is
resolved.
2.19. Notify Customer of Case Status, as described in the Customer Support Plan at the follow ing
Case lev e ls:
2.19.1. Open and closed; or
2.19 .2 . Open, assigned to the Servicer, arrival of the Servicer on site, deferred or delayed,
closed.
2.20. Obtain anti -virus definitions for the Microsoft Window s platform, intrusion detection sensor
(IDS) signatures for Motoro la supplied IDS , Micro soft and Solaris operating system security
patches/update s, as available, from Motorola se lected commercial supp liers .
2.21. Evaluate anti -virus definitions classified as Category 4 (Severe, difficult to contain) and
Category 5 (Very Severe, very difficult to contain) by Motorola selected commercial supplier to
determine if a high-prior ity re lease is required . Motorola in its discretion will determine the
urgency of the update based on the imp act to the System.
2.22. Test anti-vir us definitions , intrusion detection sensor signature s for Motorola supplied IDS ,
Microsoft and So laris operating sys tem se curity patches/updates by deploying them on a
dedicated test System with the standard supported configurations, which include Motoro la's
then current approved cohabitated app lications for current System Release and three previous
System Release s.
2.23. Confirm that tested anti-virus definitions, intrusion detection se n sor signatures for Motorola
supplied IDS , and operating system security patches/updates do not de grade or compromise
System functionality on dedicated te st System within the stand ard supported configurations .
2.24. Address iss ue s identified during t es tin g to support functiona lity by working with Motoro la
se lec ted commercial supplier or Motorola product development eng ineerin g t eam.
Janu ary 29 , 20 14
Us e or disclosure of t his proposal is subject
to the restrictions on the cover page .
3-12 Statements of Work
City of Fort Worth , Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted (1'
2.25. Deploy pre-tested upd ates weekly to anti-virus m anagement server and intrusion detection
sensor for Motorola suppli ed IDS (if pre se nt on the System) upon succe ss ful completion of the
weekly test cycle to b e completed one week after r e lease by commercial supplier unle ss an
iss u e is detecte d or as determined n e ce ss ary by Motorola . Hi gh-priority anti -virus de finition
releases w ill be made availa ble within 24 hours of commercial s upplier re lease or at Motorol a 's
di scretion.
2 .26 . Notify Customer when anti-virus definition updates and intru sion detection sen sor sign ature s
have been deployed on Customer system.
2 .2 7 . Release and notify Customer when Micro soft and Solaris operating system security
patches/updates are certifi ed and av a ilab le with in structions for obtaining patch for Customer
deployment on the Cu stomer system . Micros oft operating sy stem security upd ate s will b e
rele as ed monthly as available from Motorola se lected commercial s upplier upon succe ss ful
completion of monthly tes t cy cl e. Solaris operating system security patches will be release d
quarterly upon succe ss ful completion of quarterly te st cycle or at Motorola 's di scretion.
2.28. Maintain annual Customer licenses for anti -virus definitions and intrusion det ection se n sor
signature s for IDS supplied to Cu stomer by Motorola with Motorola sel ected commercial
supplier.
2.29 . Apply additional support charges above and beyond the contracted service agreements that may
apply if it is determined that System fault s were caused by the Customer making chang e s to
critic al Sy stem parameters .
3 .0 C ustomer h as t he fo llowin g res ponsibi lities :
3 .1. Allow Motorola Continuous remote acce ss to obtain System availability , performance and
configuration data.
3 .2. Allow Motorola to acce ss System if firewall has been in stall ed ; provide permanent/dedicated
acce ss for SNMP trap s ( outbound) and ZDS polling (inbound).
3.3 . Pro vide continuous utility s ervice to any Motorola equipment installed or utilized at Customer's
pr emi ses to support delivery of the Service.
3 .4. Maintain and manage any equipment outs ide of the Sy stem.
3 .5. D eploy pre-test e d operating sy stem software patche s on the Syst em.4
3.6 . Pro vide Motorola with pre defined Customer information and pre ference s prior to Start Date
nece ss ary to complete Cu stomer Support Plan .
3 .6 .1. Provide 7 /24 s ecurity contact and es calation li st.
3.6.2 . Case notific ation preference s and pro cedures.
3.6 .3 . Rep a ir Verific ation prefe rence and procedure.
3 .6.4 . Database and esca lation proc e dur e form s .
3.6.5. Submit cha nges in a ny information s upplied in th e Customer Support Plan to the
Account Service s Manager.
3 .7. Pro vid e the follo wing info rmation when initi ating a se rvice reque st: 2
3 .7 .1. Ass ign ed System ID numb er.
City of Fort Worth, Texas Jan uary 29, 20 14
P25 Syste m Maintenance Use or d isclosure of t his pro posal is subject
to the restrictions on the cover page.
~ Mo torola Solutions Confidential Restricted Statemen ts of Work 3-13
3.7.2. Problem description and site loc ation .
3. 7 .3. Oth er pertinent information for Motorola to open a Case.
3.8. Provide all Customer managed password s required to access the Customer's Sy stem to
Motorola upon request or when opening a Case to request service support or enable Response
to a technical issue .
3.9 . Notify the SSC when Customer performs any activity that impacts the System . (Activ ity that
impacts the System may include, installing software or hardware upgrades, performing
upgrades to the network, or takin g down part of the System to perform maintenance.) 4
3. l O. A s nec essary, upgrade Sy stem to Supported Sy stem Release.
3 .11. A ll ow Servicers access to Equipment (including any Connectivity or monitoring equipment) if
remote service is not po ss ible.
3 .12. Allow Servicers access to remov e Motorola owned server upon cancellation of service.
3 .13. Supp ly Infrastructure or FRU, as applicable, in order for Motorol a to Restore the System .3
3.14 . Maintain and store in an easily accessible location System backup s and any/all Software needed
to restore the System .2
3.15. Verify with the SSC that Restoration is comp lete or System is functional , if required by the
Repair Verification Preference provided by Customer.
3.16. Comp ly with the terms of the applicab le license agreements between Customer and the Non-
Motorola Software copyright owners.
3 .17. Cooperate with Motorola and perform all acts that are r easonable or necessary to enable
Motorola to provide the services described in this SOW.
4.0 Covered Sites
4.1. SZ044Al -MASTER (P25). Located at 6869 Bowm an Roberts Rd, Fort Worth , TX 76176 .
4.2. SZ044AlB l _(DSR)-MASTER (P25)(DSR). Located at 6869 Bowman Roberts Rd , Fort
Worth, TX 76176.
4.3 . SZ044Al01 -EAGLE MOUNTAIN (LAYER 1 PRJME). Located at 6869 Bowman Roberts
Rd . Fort Worth, TX 76176.
4.4. SZ044A l0101 -LI Burnett Plaza. Located at 801 Cherry St, Fort Worth, TX 76102.
4.5. SZ044Al0102-Ll Bergh. Located at 11149 Trinity Blvd, Euless, TX 76 040.
4 .6. SZ044Al0103-LI Rolling Hills . Located at 2500 SE Loop 820, Fort Worth, TX 76 140.
4.7. SZ0 44A l0104-Ll North Beach. Located at 4705 Ray White Ro ad, Fort Worth, TX 76248.
4.8. SZ044Al0105-LI Eagle Mountain. Located at 6869 Bowman Roberts Rd, Fort Wo1ih , TX
76176.
4.9. SZ044Al0106-LI Westland 6. Located at 10 20 1 Chapin Road, Aledo, TX 76008 .
4.10. SZ04 4A J0 2-ROLLING HILLS (LA YER 2 PRIME). Located at 25 00 SE Loop 820, Fort
Worth, TX 76 140.
January 29, 2014
Use or disclosure of this proposal is subje ct
to the restrictions on th e cover page.
3-14 Statements of Work
City of Fort Worth, Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted ~
T • >
4.11. SZ044A10201 -L2 Burnett Plaza. Located at 801 Cherry St, Fort Worth, TX 76102.
4.12. SZ044A10202-L2 Bergh. Located at 11149 Trinity Blvd, Euless, TX 76040.
4.13. SZ044A10203 -L2 Rolling Hills. Located at 2500 SE Loop 820 , Fort Worth, TX 76140 .
4.14 . SZ044A10204-L2 North Beach. Located at 4705 Ray White Road , Fort Worth, TX 76248.
4 .15. SZ044A10205-L2 Eagle Mountain. Located at 6869 Bowman Roberts Rd, Fort Worth , TX
76176 .
4.16. SZ044A10206-L2 Westland 6. Located at 10201 Chapin Road , Aledo , TX 76008 .
4.17. SZ044A106-Roanoke ASR. Located at 2521 Highway 114, Fort Worth, TX 7 6177
4.18. SZ044A1Dl -Radio Shop. Located at 1515 11th Ave, Fort Worth, TX 76102.
4.19 SZ044A1D2-BOLT STREET. Located at 3000 W. Bolt, Fort Worth, TX 76110.
4.20. SZ044AID3 -ALT PSAP. Located at 1000 Throckmorton St, Fort Worth, TX 76102.
5.0 WARRANTIES AND DISCLAIMER:
Motorola warrants that its services will be free of defects in materials and workmanship for a period
of ninety (90) days following completion of the service. Your sole remedies are to require Motorola
to re-perform the affected se rvice or at Motorola's option to refund, on a pro-rata basis, the service
fees paid for the affected service.
During the applicable Warranty Period, Motorola warrants that the tested anti-virus definitions,
intrusion detection sensor signatures , and operating system security updates /patches do not degrade or
compromi se System functionality, and that after incorporation of the te sted Software updates , the
System Software, when use d properly and in accordance with the Documentation, will be free from a
reproducible defect that eliminates the functionality or successful operation of a feature critical to the
primary functionality or successful operation of the Software. Product and Software documentation
that specifies technical and performance feature s and capabilities, and the u ser, operation and training
manuals for the Software (including all physical or electro nic media upon which this information is
provided) are collectively referred to as "Docum entation." Whether a defect occurs will be
determined s olely w ith reference to the Documentation. Motorola does not warrant that Customer 's
use of the Software or Products will be uninterrupted or error-free or that the Software or the Products
will meet Customer's particular req uirem ents.
MOTOROLA DISCLAIMS ALL OTHER WARRANTIES WITH RESPECT TO PRE-TESTED
ANTI -VIRUS DEFINITION S, OPERATING SYSTEM SOFTWARE PATCHES , AND
INTRUSION DETECTION SENSOR SIGNATURE FILES, EXPRESS OR IMPLIED,
INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A
PARTICULAR PURPOSE, AND NON-INFRINGEMENT. FURTHER, MOTOROLA DISCLAIMS
ANY WARRANTY CONCERNING THE NON-MOTOROLA SOFTWARE AND DOES NOT
GUARANTEE THAT CUSTOMER'S SYSTEM WILL BE ERROR-FRE E OR IMMUNE TO
VIRUS ES OR WORMS AS A RESULT OF THESE SERVICES.
City of Fort Worth, Texas
P25 System Maintena nce
Jan uary 29, 20 14
Use or disclosure of this proposal is subject
t o the restrictions on th e cover page.
(1l Motorola Solutions Confidential Restricted Statements of Work 3-15
Severity Definitions Table
Severity Level Problem Types
. ..
Severity 1 . Response is provided continuously . . Major System fai lure . . 25 % of System down . . 25 % of S ite channels down . . This level is meant to represent a major issue that results in an unusable
system, sub-system , Product, or critical features from the Customer's
perspective. No Work-around or im mediate solution is available.
Severity 2 . Response during Standard Business Day .
. Significant System Impa irment not to exceed 25 % of system down . . System problems presently being monitored . . This level is meant to represent a mode ra te issue that limits a Customer's
normal use of the system , sub-system , product , or maj or non-critical
features from a Customer's perspective .
Severity 3 . Response during Standard Business Day .
. Intermittent system issues . . Information questions . . Upgrades/Preventative maintenance .
. This level is meant to represent a minor issue that does not preclude use
of the system , sub-system , product , or critical features from a Customer's
perspective. It may also represent a cosmetic issue , including
documentation errors , general usage questions , recommendations for
product enhancements or modifications , and scheduled events such as
preventative maintenance or product/system upgrades.
On-Site Response Time Table (Customer's Response Time Classification is
designated in the Service Agreement).
Severity Level Dedicate Technician Response Time
Severity 1 Within1 hours from receipt of Notification
Continuously
Severity 2 Within 4 hou rs from receipt of Notification
Standard Business Day
Severity 3 Within 24 hours from receipt of Not ification
Standard Business Day
Motorola Owned & Supplied Equipment Table
. Equipment Type _ . .. Location Installed .
Firewal I/Router Master Site
System Support Server Master Site for each Zone
. ,•
January 29, 2014
Use or disclosure of this proposal is subject
to th e res t rictio ns on the cover page.
City of Fort W orth , T exas
P25 System M ai ntenance
3-16 Statements of Work Motorola Solutions Confidential Restricted CD
Monito red Elements Table
(Listed by Technology)
-' -
_ _ ~y_stelTI Type E(lujp0me_n_t _. .
A STRO 25 (releas e 7.x) Pa cket Routing Ne twork; Zo ne Co nt ro ll e rs; Data base Server;
FullVis io n Server; Z o ne Stat isti ca l Server ; Air T ra ffi c Router ;
Sy stem Statisti cs Se rver; Us e r Confi g uration Serv e r ; Pa cke t Data
Gateway Server ; PBX ; Interconn ect Serve r; Motorola Gold Eli te
Gateway (MGEG ); AEB ; C EB ; Co nve nti onal Channel Gateway
(CCGW); Simul ca st RF Site (Site Cont ro ll ers, Com pa rators ,
Stations ); lnte lli Repeater RF Site (Station s); lntel li Si te Repeater
RF Site (Sit e Con troll ers, Stations).
Core , Ex it , Gateway, Periphe ra l, Bo rder , a nd Site route rs , HP
Switches master , prim e, con sol e and rep eat er si te s swit ches ,
GGSN ; CWR.
DOES NOT INCLUDE MONITORING OF ANYTHING OUTSIDE
OF THE RADIO NETWORK UNLESS SPECIFICALLY STATED .
3.4 INFRASTRUCTURE REPAIR WITH ADVANCED REPLACEMENT
1.0 Description of Services
Infrastructure Repair with Advanced Replacement is a repair service for Motorola and select third
party Infrastructure as set forth in the applicable attached Exhib it(s), all of which are hereby
incorporated into this Statement of Work (SOW) by this reference. Infrastructure may be repaired
down to the Component leve l, as applicab le, at the Motorola Infrastructure Depot Operations (IDO).
At Motorola's discretion, select third party Infrastructure may be sent to the original equipment
manufacturer or th ird party vendor for repair. Iflnfrastructure is no longer supporte d by th e original
equipment manufacturer or third party vendor, Motorola may rep lace Infrastructure with simil ar
Infrastructure, when possible .
When available, Motoro la will provide Customer with an Advanced Replacement unit(s) or FRU(s)
in exchange for Customer's malfunctio ning FRU(s). Non-standard configurations, Customer-
modified Infrastructure and certain third party Infrastructure are excluded from Advanced
Rep lacement service_ Malfunctioning FRU (s) will be evaluated and repaired by IDO and returned to
IDO FRU inventory upon completion of repair.
The terms and conditions of this SOW are an integral part of Motorola's Service Terms and
Conditions or other applicab le agreement to which it is attached and made a part thereof by this
reference.
City of Fort Worth, Texas
P25 System Maintenance
~ Motorola Solutions Confidential Restricted
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
Statements of Work 3-17
2.0 Moto rol a has the following responsibili ti es :
2.1. Use commercially reasonable efforts to maintain an inventory of FRU.
2 .2 . Provide new or reconditioned units as FRU to Customer or Servicer, upon request and subject
to availability. The FRU will be of similar kit and version, and will contain like boards and
chips, as the Customer's malfunctioning Infrastructure.
2.3. Program FRU to original operating parameters based on templates provided by Customer. If
Customer template is not provided or is not reasonably usable, a standard default template will
be used.
2.4 . Properly package and ship Advanced Replacement FRU from IDO or select third party FRU
inventory to Customer specified address.
2.4.1. During normal operating hours of Monday through Friday 7:00am to 7:00pm CST,
excluding holidays , FRU will be sent next day air via Federal Express Priority
Overnight or UPS Red, unless otherwise requested. Select third party FRU may sh ip
second day air via Federal Expre ss Priority Overnight or UP S red as noted in the
attached exhibit(s). Motorola will pay for such shipp in g, unless Customer requests
shipments outside of the above mentioned standard business hours and/or carrier
programs, such as NFO (next flight out). In such cases, Customer will be subject to
shipping and handling charges.
2.4.2. When sending the Advanced Replacement FRU to Customer, provide a return air bill in
order for Customer to return the Customer's malfunctioning FRU. The Customer's
malfunctioning FRU wi ll become property ofIDO or se lect third party and the
Customer will own the Advanced Replacement FRU.
2.4.3. When sending a Loaner FRU to Customer, IDO will not provide a return air bill for the
malfunctioning Infrastructure . The Customer is responsible to arrange and pay for
shipp ing the malfunctioning Infrastructure to IDO. IDO will repair and return the
Customer's Infrastructure and will provide a return air bill for the customer to return
IDO 's Loaner FRU.
2.5. Provide repair return authori zation number upon Custo mer request for Infrastructure that is not
classified as an Advanced Replacement or Loaner FRU.
2.6. Receive malfunctioning Infrastructure from Customer and document its arrival, repair and
return.
2 .7. Perform the following se rvice on Motorola Infrastructure:
2.7.1. Perform an operational check on the Infrastructure to determine the nature of the
problem.
2.7.2 . Replace malfunctioning FRU or Components.
2.7.3 . Verify that Motorola Infrastructure is returned to Motorola manufactured
specifications, as applicable.
2 .7.4 . Perform a Box Unit Test on all serviced Infrastructure.
2 .7.5. Perform a System Test on select In frastructure.
2.8 . Provide the following service on select third party Infrastructure:
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on th e cover page.
City of Fort Worth, Texas
P25 System Maintenance
3-18 Statements of Work Motorola Solutions Confidential Restricted (.D
2 .8.l. Perform pre-diagnostic and repair services to confirm Infrastructure malfunction and
eliminate sending Infrastructure with no trouble found (NTF) to third party vendor for
repair, when applicable.
2 .8.2 . Ship malfunctioning Infras tructure to the original equipment manufacturer or third
party vendo r for repair se rvic e, when applicable.
2 .8.3. Track Infrastructure sent to the orig in a l equipme nt manufacturer or third party vendor
fo r servic e.
2.8.4. Perform a po st-test after rep air by Motorola, orig inal equipment manufacturer, or third
party vendor to confirm malfunctioning Infrastructure h as bee n repaired and functions
properly in a Motorola Sy stem configur ation, when applicable.
2 .9. Re -pro gram repaired Infrastructure to original operating parameters bas ed on templates
provided by Customer. If Customer temp late is not provided or is not reas onab ly u sab le , a
standard default temp lat e will be used. If IDO determines that the malfunctioning Infrastructure
is due to a Software defect, IDO reserves the right to relo ad Infrastructure with a similar
Software version. Enhancement Release(s), if needed, are subj ect to additiona l charges to b e
paid by Customer unless the Customer has a Motorola Software Subscription agreement.
2.10. Properly packag e repaired Infrastructure unless Customer 's ma lfunctioning FRU was
ex changed with an IDO FRU. Motorola will return Customer 's FRU(s) to IDO 's FRU
inventory , upon comp letion of repair .
2 .11. Ship repaired Infrastru ctur e to the Customer specified address during normal operating hours
set forth in 2.4.1. FRU will be sent two-day air unless otherwise req u ested . Motoro la will pay
for such shipping, unless Customer requests shipments outside of the above mentioned standard
business hours and/or carrier programs, such as NFO (next fli ght out). In such cases, Customer
will be subject to shipping and handling charges .
3.0 Customer has the following responsibilities:
3 .1. Contact or instruct Servicer to conta ct the Motorol a Sy stem Support Center (SSC) and reque st
an Adv anc ed Replacement, or Loaner FRU and a return authorization number (necessary for all
non-Ad vanced Replacement rep air s) prior to shipping malfunction ing Infrastructure or third
p arty Infrastructure named in the applic able attached Ex hibit.5
3 .1.l. Provide mode l de s cription, model number, serial number, type of System and Firmware
vers ion , symptom of probl em and addre ss of site location for FRU or Infrastructure .
3 .1 .2. Indicat e if Infrastructure or third party Infrastructure b eing sent in fo r servic e w as
s ubj ected t o phys ical dam ag e or li ghtning damag e.
3 .1.3 . Follow Motorol a in structions re garding inclusion or removal of F irmware and So ftware
applica tions from Infras tructure being sent in for se rvic e .
3 .1.4 . Provide Customer purchase order number to secure payment for any co sts de scrib ed
herein .
3 .2 P ay for shipping of Advanced Replac ement or Loaner FRU from IDO if Customer reques t e d
shipping outs ide of stand a rd bu sine ss hours or carrier programs set fo rth in section 2 .4.1.
Ci ty of Fort Wort h, Texas
P25 System Maintenance
~ Motorola Solutions Co nfidential Restricted
Jan uary 29 , 2014
Use or d isclosu re of th is proposal is s ubject
to the restri ctio ns on th e cover page .
Sta tem ents of Work 3-19
' ..
3.3 Within five (5) day s ofreceipt of the Advanced Replacement FRU from IDO's FRU inventory ,
properly package Customer's malfunctioning Infrastructure and ship the malfunctionin g
Infrastructure to IDO for evaluation and repair as set forth in 2.7. Customer mu st send the
return air bill , refe renced in 2.4 .2 above back to IDO in order to ensure proper tracking of the
r eturned Infrastructure. Customer will be subject to a r ep lacement fee for malfunctioning
Infrastructure not properly returned. For Infrastructure and/or third party Infrastructure repairs
that are not exchanged in advance, properly package Infr as tructure and ship the malfunctionin g
FRU, at Customer 's expense and risk of lo ss to Motorola. Customer is respons ible for properly
packaging the Customer malfunctioning Infrastr ucture FRU to ensure that the shipped
Infrastructure arrives un-damaged and in rep airabl e condition . Clearly print the return
authorization number on the outsid e of the packaging . 5
3.4 If received, Customer must properly package and ship Loaner FRU back to IDO within five (5)
days of receipt of Customer's repaired FRU.5
3 .5 Maintain templates of Software/applications and Firmware for re loading oflnfrastructure as set
forth in paragraph 2 .3 and 2.9.
3.6 Cooperate with Motorola and perform all acts that are reaso nable or necessary to enable
Motorola to provide the Infra structure Repair with Advanced Replacement services to
Customer .
4.0 In addition to any exclusions named in Section 5 of the Service Terms and
Conditions or in any other underlying Agreement to which this SOW is attached ,
the following items are excluded from Infrastructure Repair with Advanced
Replacement:
4.1 . All Infrastructure over seven (7) years from product cancellation date.
4.2. All Broadband/WiNS Infrastructure three (3) years from product cancellation date.
4.3 . Physically damage d Infrastructure .
4.4. Third party Equipment not shipped by Motorola.
4 .5. Consumable items including, but not limited to , batteries, connectors, cable s, tone/ink
cartridges.
4.6. V ideo retrieval from Digital In-Car Video equipment .
4 .7. Te st equipment.
4 .8. Racks , furniture and cabinets.
4 .9. Firmware and/or Software up grades .
5.0 Covered Sites
5.1. SZ0 44Al-MASTER (P25). Loc ated at 6869 Bo wman Rob erts Rd, F ort Worth, TX 76176.
5.2. SZ044AIB 1_(DSR)-MASTER (P25)(DSR). Located 305 N O 'Connor Rd , Irving, TX 75061.
5.3. SZ044Al01 -EA GL E MOUNTAIN (LA YER 1 PRIME). Located at 6869 Bowman Roberts
Rd. Fort Worth, TX 76176.
5.4. SZ044Al0101 -Ll Burnett Pl aza . Located at 801 Cherry St, Fort Worth, TX 76102.
5.5. SZ044Al0102-Ll Bergh. Located at 1450 Westpark Way, Eule ss, TX 76040.
January 29, 2014
Use or discl osure of this proposal is subject
to the restrictions on th e cove r page .
3-20 Statements of Work
City of Fort W orth , Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted
5.6. SZ044A10103-Ll Rolling Hills . Located at 2500 SE Loop 820 , Fort Worth, TX 76140 .
5.7. SZ044A10104-Ll North Beach. Located at 4705 Ray White Road , Fort Worth, TX 76248.
5 .8. SZ044A10105-Ll Eagle Mountain. Located at 6869 Bowman Roberts Rd, Fort Worth , TX
76176 .
5.9 . SZ044A10106-Ll We stland 6. Located at 10201 Chapin Road, Aledo , TX 76008.
5.10. SZ044Al02-ROLLING HILLS (LAYER 2 PRIME). Located at 2500 SE Loop 820 , Fort
Worth, TX 76140 .
5.11. SZ044Al0201 -L2 Burnett Plaza. Located at 801 Cherry St, Fort Worth, TX 76102 .
5.12. SZ044A10202-L2 Bergh. Located at 1450 We stpark Way , Euless , TX 76040.
5.13. SZ044Al0203-L2 Rolling Hill s. Located at 2500 SE Loop 820, Fort Worth, TX 76140 .
5.14. SZ044Al0204-L2 North Beach . Located at 4705 Ray White Road , Fort Worth, TX 76248 .
5.15. SZ044A10205-L2 Eagle Mountain. Located at 6869 Bowman Roberts Rd , Fort Worth, TX
76176.
5.16. SZ044A10206-L2 We stland 6. Located at 10201 Chapin Road , Aledo, TX 76008.
5.17 . SZ044A106-Roanoke ASR. Located at 2521 Higway 114, Fort Worth, TX 76177
5.18 . SZ044A1Dl -Radio Shop . Located at 1515 11th Ave, Fort Worth, TX 76102 .
5.19 SZ044AID2-BOLT STREET . Located at 3000 W . Bolt, Fort Worth, TX 76110.
5.20 SZ044AlD3-ALT PSAP. Located at 1000 Throckmorton St, Fort Worth, TX 76102 .
5.21 SZ044Al99-Dallas ISSI. Located at 6869 Bowman Roberts Rd, Fort Worth, TX 76176 .
ASTR0®25
Infrastructure Exhibit
Antenna Systems
Backhaul
Base Station(s) and
Repeater( s)
Central Electronics
Bank(s)
Channel Bank(s)
City of Fort Wo rt h , Texas
P25 System Mai nte n ance
~ Mo torola Solutions Confidential Restric ted
Inclusions, Exclusions, Exceptions and Notes
Excludes all Equipment such as bi-directional amplifiers, multicouplers,
combiners , tower top pre-amplifiers, antennas , cables , towers, tower
lighting , and transmission lines .
Includes PTP (Point-to-Point Wireless) PTP 49600 and PTP 800
li censed series.
Exc ludes all other PTP technologies.
Includes QUANTAR, MTR3000 , STR3000, GTR 8000, GTR 8000 HPD ,
Intel Ii Repeater, Network Management (P lease refer to the SOW for
details) is not available on all stations .
QUANTAR high power booster power amplifier, power supply and
control board.
Excludes Fan Modules, Dual Circulator Tray, Site RMC Tray.
In cludes Loggi ng Recorder Interface and Network Hub.
Excludes all other technologies .
See SOW specifically for NICE logging recorders.
Includes Premisys , T e lco , !MAC S models 600, 800 . Excludes Siemens.
Janua ry 29, 20 14
Use or d isclos u re of this proposa l is su bj ect
to the restri ctions o n the cover page .
Sta temen ts of Work 3-2 1
ASTR0®25
Infrastructure Exhibit
Comparator( s)
Computer(s)/Workstatio
ns/Modems
Console(s)
Controller -trunking
Dictaphones and
Record ing Equ ipment
Digital Interface Unit(s)
Digital Signaling
Modem(s)
Digital Voice Modem(s)
Embassy Switch
Firewalls
Intrusion Detector
ISSI Gateway
Links
Logging Recorder
Management Terminals
MBEX(s) or NOVA
Interconnect
Janu ary 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
3-22 Statements of Work
Inclusions, Exclusions, Exceptions and Notes
Includes Spectratac , Digitac, and ASTRO-tac 9600 , ASTRO-tac 3000 ,
GMC8000 , Comparators .
Includes computers (Pentium I, II , Ill , IV) di rectly interface with or
control the communications System , including Systemwatch II , PT800
tab let HP x 1100 , HP x2100 , HP xw4000-4600, HPz400 , HP VL600 , HP
VL800 , HPz400, ML850 laptop , MW810 , ML900 laptop , ML910 laptop,
Compaq XW4000 . Includes keyboards, mice , trackballs .
Excludes all other laptop and desktop computer technologies and all
286 , 386, 486 computers ; defective or phosphor-burned cathode ray
tubes CRT(s) and burned-in flat panel display image retention .
Includes CENTRACOM Gold Elite , MCC 7500 , MCC 5500, MIP5000 ,
VPM , as part of complete communication System-including headset
jacks , dual footswitches , and gooseneck microphones .
Excludes cables .
Includes SMARTNET II prime and remote controllers , MTC3600 , GCP
8000 , Site Controller PSC9600 , CSC7000 , MTC9600 , MZC3600 , MZC
5000 (Includes Netra240 & T5220).
Excludes SSMT and SCMS controllers . CD ROM Drive , Fan Tray .
Excludes all types and models .
Included
Included upon modem model availability .
Included upon modem model availabi lity.
Includes AEB , AIMI , ZAMBI , AMB .
Includes Nortel Alteon ASF5105 , 5106 , Juniper SS520 , ISSG140 ,
SSG5 , ISG1 OOOC , ISG2000.
Includes Proventia 201 Linu x IDSS , Proventia CX4002C .
Includes T5220 Sun server Solaris 10 OS .
Includes PTP 49600 and 800 licensed series .
Ex cludes all technologies see SOW specifically for NICE logging
recorders .
Includes computers (Pentium I, II , Ill , IV) tha t directly interface with or
control the communications System , including Systemwatch II .
Ex cludes laptop computers and all 286 , 386 , 486 computers .
Included
City of Fort Worth, Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted ~
ASTR0®25
· Infrastructure Exhibit
Microwave Equipment.
Monitor(s)
MOTOBRIDGE
MOSCAD
Network Fault
Management
Gateway
Printer(s)
RAS(s)
Receiver(s)
Routers
Servers
Simulcast Distribution
Amplifier(s)
Site Frequency
Standard(s)
Secure
City of Fort Worth, T exas
P25 System Maintenance
@ Motorola Solutions Confidential Restricted
Inclusions, Exclusions, Exceptions and Notes
Excluded from service agreement but may be repaired on an above
contract, time and material basis . All Equipment must be shipped to
100 .
Excludes any on-site services .
Includes all Motorola certified monitors connected to computers that
directly interface with or control the communications System .
Excludes defective or phosphor-burned cathode ray tubes CRT(s) and
burned-in flat panel displays image retention , as well as monitors that
were not sh ipped by Motorola and/or cannot be confirmed by a
Motorola factory order number.
Included
Includes NFM (Network Fault Management), as part of communication
System only , RTU , SOM Site Manager RTU. Standalone MOSCAD and
System Control and Data Acquisition (SCADA ) must be quoted
separately . In cludes FSA4000 .
Excludes all other fire alarming systems .
Includes Full Vision , Unified Event Manager.
Excludes NMC .
Includes PDG :CPX8216 , IVD & HPD PDG on HP DL360 ,
MOTOBRIDGE.
Includes printers that di rectly interface with the communications
system .
Exclude s RAS 1100, 1101 and 1102 .
Includes QUANTAR, MTR2000 and ASTRO-TAC , GPW 8000 , GTR
8000 , GTR 8000 HPD Rece ivers.
Excludes Fan Modules, Dual Circulator Tray, Site RMC Tray .
Includes GGM8000 , ST5500, ST5598 , S2500-S6000.
Includes Netra 240, Netra T5220 , cPCI , HP D L360 , HP ML370 , HP
ML 110 , HP ML530 , HP TC2110 , 2120 HP lnfoVista Server. IR8000
series, LX4000 series , Intel Server TSRL-T2 , TIGPR2U , Proventia 201
Linu x IDSS , Proventia GX4002C ,Trak9100.
Network Management Server includes cPC I Chassis, Power Supply ,
Fan Tray, Controller Hard Drive , CD ROM Drive , Tape Drive , CPU ,
Client PC 's , Core Security Management Server, Firewall Servers ,
Intrusion Detect ion Sensor Server.
Excludes Dell Servers , Monito rs, Memory Module 0182915Y02 , Rear
Fan RLN5352 , Central Process Card 0182915Y01.
Included
In cludes Rubidium , GPS and Netclocks systems sold with the Motorola
System .
Includ es KMF crypto card , end-to-end Cryptor for IVD PDEG Cryptr .
Janu ary 29, 2014
Use or disclosure of this proposal is subject
to th e restrictions on the cover page.
Statements of Work 3-23
ASTR0®25 Inclusions, Exclusions, Exceptions and Notes
Infrastructure Exhibit
SMARTX Includes VPM .
Switch Includes Nortel Passport PBX , Cisco Catalyst 6509 , HP 5308 LAN
switch , HP ProCurve Switc h 2 524 , 2650 , 2626, HP3500 , HP26 10 ,
3Com PS40 , SS1100 .
Telco PBX Includes Avaya Difinity PBX , S8300 , S8500, Intel Server (ACSS),
TSRL T2 , TIGPR2U .
Terminal Servers Includes IR8000 , LX4000S , LX4000T, Paradyne .
Universal Simulcast Included
Controller lnterface (s)
UPS Systems Exc luded from service agreements but may be repaired on an above
contract , time and mate ria l basis . All UPS Systems must be shipped to
IDO for repair .
Excludes batteries and any on-site services .
Workstation Included
3.5 NETWORK PREVENTATI VE MA INTENANCE
1.0 Description of Service
Network Preventative Maintenance will provide an operational test and alignment, on the Customer's
Infrastructure Equipment (infrastructure or fixed network equipment only) to ensure the Infrastructure
meets original manufacturer's specifications, as set forth in the applicable attached Exhibit(s), all of
which are hereby incorporated by this reference. Network Preventative Maintenance will be
performed during Standard Business Days . If the System or Customer requirements dictate this
service must occur outside of Standard Business Days, Motorola wi ll provide an additional quotation .
Customer is responsible for any charges associated with helicopter or other unusual access
requirements or expenses.
The terms and conditions of this SOW are an integral part of Motorola's Service Terms and
Conditions or other applicab le agreement to which it is attached and made a part thereof by this
reference .
2.0 Motorola has the following responsib il ities :
2.1 Notify the Cu stomer of any possible System downtime needed to perform this serv ic e.
2.2 Physically inspect the Infrastructure Equipment in the system ( equipment cabinets, general
circuitry, fault indicators, cables, and connections).
2.3 Remove any dust, and /or foreign substances from the Infrastructure.
2.4 Clean filters, if applicab le.
2 .5 Measure, record, align, adjust the Infr astr ucture Equipment parameters in accordance with the
manufacturer's se rvice manuals and the Rules an d Regulations of the Federal Communications
Commission (FCC), where app li cable.
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
3-24 Statements of Work
City of Fort Worth, Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted Q}
3.0 Cu s tomer has the following responsibilitie s :
3. l Provide preferred schedul e for Network Preventative Maintenance to Motoro la.
3 .2 Authori ze and acknowledge any scheduled System downtime .
3.3 Maintain periodic backup of databases, Software applications and Firmware. 4
3.4 Establish and maintain a suitable environment (heat, light, and power) for the Equipment
location and provide the Servicer full, free, and safe access to the Equipment so that the
Servicer may provide services. All sites shall be accessible by standard service vehicles.
3 .5 Cooperate with Motorola and perform all acts that are reasonable or neces s ary to enable
Motorola to provide the Network Preventative Maintenance services to Customer.
4.0 Covered Sites
4.1. SZ044Al -MASTER (P25). Located at 6869 Bowman Roberts Rd, Fort Worth, TX 76176.
4 .2. SZ044A1Bl _(DSR)-MASTER (P25)(DSR). Located at 305 N O'Connor Rd, Irving, TX
75061.
4.3. SZ044A l01 -EAGLE MOUNTAIN (LA YER 1 PRIME). Located at 6869 Bowman Roberts
Rd . Fort Worth, TX 76176.
4.4 . SZ044AI0101 -L1 Burnett Plaza. Located at 801 Cherry St, Fort Worth, TX 76102.
4 .5. SZ044AIOI02-L1 Bergh. Located at 11149 Trinity Blvd, Euless, TX 76040.
4.6 . SZ044Al0103-Ll Rolling Hills. Located at 2500 SE Loop 820, Fort Worth, TX 76140 .
4.7. SZ044AI0104-Ll North Beach . Located at 4705 Ray White Road, Fort Worth, TX 76248.
4.8. SZ044A10I05-Ll Eagle Mountain . Located at 6869 Bowman Roberts Rd, Fort Worth, TX
76176.
4 .9. SZ044Al0106-L l Westland 6. Located at 10201 Chapin Road, Aledo, TX 76008.
4.10. SZ044Al02-ROLLING HILLS (LA YER 2 PRIME). Located at 2500 SE Loop 820, Fort
Worth, TX 76140.
4 .11. SZ044A l0201 -L2 Burnett Plaza. Located at 801 Cherry St, Fort Worth, TX 76102.
4.12 . SZ044AI0202-L2 Bergh. Located at 11149 Trinity Blvd, Euless , TX 76040.
4.13. SZ044A l0203 -L2 Rolling Hills . Located at2500 SE Loop 820, Fort Worth, TX 76140.
4 .14 . SZ044Al0204-L2 North Beach. Located at 4705 Ray White Road, Fort Worth, TX 76248.
4 .15. SZ044Al0205-L2 Eagle Mountain. Loc ated at 6869 Bowman Roberts Rd, Fort Worth , TX
76176 .
4 .16. SZ044A10206-L2 We stland 6. Located at 10201 Chapin Road, A ledo , TX 76008 .
4.17. SZ044A106-Roanoke ASR. Located at 2521 Highway 114 , Fort Worth , TX 76177 .
4.18. SZ044AlDI -Radio Shop . Located at 1515 11th Ave , Fort Worth , TX 76102 .
4.19 SZ044AlD2-BOLT STREET . Located at 300 W. Bolt, Fort Worth, TX 76110.
City of Fort Wo rth , Texas
P2 5 Sy stem Ma intenance
~ Motorola Solutions Con fide ntial Restricted
Janu ary 29, 20 14
Use or di sclos ure of thi s prop osa l is s ubject
to th e res triction s on the cove r page.
Statements of Work 3-25
4.20 SZ044A1D3-ALT PSAP. Located at 1000 Throckmorton St, Fort Worth , TX 761 02.
4 .2 1 SZ0 44Al99-Dall as I SSI. Located at 6869 Bow man Roberts Rd, Fort Worth, TX 76 176.
ASTR0®257x Operational Check (where applicable)
Reference existin~ sit~ PM documents for exact measurements
MASTER SITE (S) -Test S ite Trun ki ng M od e (pre-approved by Customer). . Ro ll to Redundant Controller (pre-approved by customer) .
. Complete bac kup of datab ases . . Remote Access Test (test to be performed with Motorola Technical
Support .6
)
. Check Serv e r Lights /Fan Operat ion .
-Clean interior of Servers .
PRIME SITE(S) . Roll to Redundant Controller .
. Multiple Contro l Chann el Switch ing . . Test Fa ilsoft Mode (pre-approved by Customer) . . Check Controller/Router/Switches Lights/Fan Operation .
REMOTE SITE (S) . TX Frequency in Hz of Control Station (s) (if app licable) . . TX Power Output of Repeater(s) and Control Station (s)
(Forward/Reflected). . TX Power Output out of Combiner (Forward/Reflected) . . TX Test Pattern Deviation .
-TX BER. . RX Tower7/Rack Mounted Amplifier . . RX RF Level to specifications of th e BER Test at Rece iver and Through
Mu lti-Coupler . . Receiver Degradation due to Site Noise and TX Desense . . Wireline Audio Input & Outp ut Levels (if applicable) . . Check Frequency Standard . . Check Receivers/Routers/Switches Lights/Fan Operation .
CONSOLE POSITION . Check Foot Sw itches , Headset Jacks , Activity Lights (if app licable ),
Displays . . Check and Clean keyboards , CPU . Displays . 8
. Review MCC diagnostics .
TRUNKING TEST -Talkgroup Test. . Multigroup Call. . Private Ca ll (if appl ic able) .
. Secure Call (if applica ble ) .
ALL EQUIPMENT . Che ck Diagnostics/Ala rms . . Power Supply Voltag es (if appli cabl e) .
6 Network Monitorin g and Technic al Support Services must be on co ntract to perform this se rvi ce .
7 TT A mu st hav e Test Port connecte d . Exclud es any Preventative Maintenance that require s a Tower Climb.
8 Must be provid ed or approved by Motoro la to perform thi s serv ice
January 29, 20 14
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
City of Fort Worth, Texas
P25 System Maintenance
-
3-26 Statements of Work Motorola Solutions Confidential Restricted "'
3.6 SYST EM MA NAGER SER VICE
3.0 Description of S e rv ice s
The Motorola Sy stem Manager (SM) ass ists in the management ofa Customer's communications
network. The SM acts as a communications liaison and coordinator of the services li sted on the
Motorola Service Agreement. The SM servers as the primary Motorola contact who will work closely
with the Customer, and any additional required parties.
The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's 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 this SOW and the provisions of
the Motorola Service Agreement or other applicable agreement, the provisions of this SOW shall
prevail.
4.0 Motorola responsibilities:
Motorola's re sponsibilities are as li sted in the attached Addendum. Not all the responsibilities listed
may be executed by the SM. The responsibi lities to be executed must be agreed upon by the
Customer and the SM. Any changes to the responsib ilities must be reflected in the Addendum and the
Customer Support Plan.
5.0 Customer responsibilities:
5 .1. Provide appropriate facilities necessary to comp lete the deliverab les in time frames that support
the agreed upon duties. Facilities may include but are not limited to:
5 .1.1. Workstation.
5.1.2. Suitab le office or work space to perform agreed upon duties.
5.1.3. Provide preferred schedule for Network Preventative Maintenance to Motorola.
5 .1.4. Telephone.
5.1.5. Facil ity and/or Security access badges where appropriate or needed.
5.1.6. Access to an outside network.
5.2. Pay any additional cost incurred before, during or after the dep loyment that are outside the
scope of responsibilities or deliverables outlined within this document.
5 .3 . Determine proper visitati on schedule that best suits the Customer and the SM's availability.
5.4. To not engage the SM in a task that falls outside the job scope that is outlined in this specific
Motorola Serv ice Agreement.
City of Fort Worth, Texas
P25 System Mai nten ance
~ Motorola Solutions Confidential Restricted
Jan uary 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover pag e.
Statements of Work 3-2 7
3.6 .1 Statement of Work
Addendum to System Manager Statement of Work:
5 .1. System Management Responsibilities:
I ''
The following are responsibilities/duties that the Motorola System Manager (SM) is to perform, based
on the final agreement between the Motorola System Manager and the Customer. Any
additions/deletions/modifications to this list must be approved by the Customer and the SM and shall
be reflected in this Addendum.
5 .1.1 . Administrative Support:
5.1 . l. l. Perform Annual reviews of the City of Fort Worth's Service documentation inclu ding:
5.1.1.1.1.
5.1.1.1.2.
5.1.1.1.3 .
Service Agreement(s).
Customer Support Plan(s).
Statement of Work( s).
5.1.1.2. Coordinate and Maintain the City of Fort Worth's ASTRO 25 Lifecycle Management.9
5 .1.1.2. l.
5.1.1.2.2.
5.1.1.2.3.
Perform an annual review of the System Configuration and note any
add itions, de letions or changes made.
Review and Maintain the City's Lifecycle Management Extranet Site .
Coordinate Annual presentations of the City's updated Lifecycle
Management P lan.
5. l .1.3 . Serve as an Oversight Point of Contact for all Maintenance inc luded on the Motorola
Service Agreement .
5 .1.2. Reporting Services: 10
5.1.2.l. Compile and Present ASTRO 25® System Statistics Daily.
5.1.2 .2. Comp ile and Present weekly Case Reports .
5.1 .2.2. Compile and Present Monthly ASTRO 25® Metrics (5-9s) Report.
5.1.3. Project Coordination:
5 .1.3 .1. Develop an annual System Preventative Maintenance Plan and coordinate the execution
of th e plan. 11
5 .1.3 .2. Coordinate with Motorola System Technicians and with Motoro la Central Support
Engineering, when a System issue presents itse lf that appears to be beyond the
expertise of the Local Support Team.12
9 SUA, SUAII or SMA must be on Contract with Motorola to provide this Responsibility.
10 Network Monitoring and Dispatch must be on Contract with Motoro la to provide these Responsib il ities .
11 Network Preventative Maintenance must be on Contract with Motorola to provide the coordination of the execution of the
PM .
12 Technical Support Service must be on Contract with Motorola to be able to provide this Responsibi li ty .
January 29 , 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page .
3-28 Statements of Work
City of Fort Worth, Texas
P25 System Maintenance
Motorola Solutions Confidential Restricted ~
...
5 .1.3 .3. Serve as the Project Coordinator for Motorola projects, such as System Upgrades,
Network Preventative Maintenance, etc. (This doe s not include any projects by
Motorola in which a Motorola Project Manager has been assigned or is require d).
Duties may include, but are not limited to:
5.1.3 .3 .1.
5.1.3.3.2.
5.1.3.3 .3.
Schedule necessary reso urce s .
Consulting.
Sch e duling, coordinating, and running meetings.
5 .1.4 . Configuration Management:
5 .1.4.1 . Maintain, store, and document all Software needed to restore the ASTRO 25®System.
5.1.4 .2 . Maintai n a nd store ASTRO 25 ® System backups.
5.1.4.3. Review released Field Service Bulletins , order and implement as necessary.
5.1.4.4 . Download and deploy pre-tested operating system software patch es.13
5.1.4.5. Review Clients Anti-Virus definitions and MotoPatch Software to ensure the Anti-
Virus and MotoPatch are current as per Motorola's release .13
5.1.5. Planning :
5 .1.5 .l. Assist the City of Fort Worth with Disaster/Crisis Recovery Plan:
5.1.5.1.1.
5.1.5.1.2.
5 .1.5.1.3 .
What if? Scenarios .
Backup Communications.
System Service Response Plan.
5 .1.5 .2. Coordinate, communicate , and receive approval for any maintenance that may affect
Public Safety Operations.
13 Network Security Moni toring and Security Update Service mu st be on contract to be abl e to pro vid e this serv ice.
City of Fort Worth, Texas
P25 System Maintenance
" Motorola Solutions Confidential Restricted
January 29, 2014
Use or disclosure of this proposa l is subject
to the restrictions on the cover page.
Statements of Work 3-29
3.7 NICE GOLD MAINT ENANCE WITHOUT REMOTE ACCESS
Overview
Motorola utili zes N IC E equipment to provide a comp lete, reliable and robust so lution for Customer
audio recording requirements .
1.0 Description of Service
Motorola System Suppo1i Center (SSC) wi ll initiate the Customer se rvice request to NICE Syst ems,
Inc. (NICE). NICE will deliver services identified in the NICE Go ld Maintenance tables provided in
thi s SOW. Po st warranty services provided by NICE include phone coverage, on -site support and
h ardware support for applicab le NICE IP Logging Equipment integrated within a Motorola network
or MCC 7500 conso le site .
The terms and conditions of th is Statement of Work (SOW) are an integral part of the Motorola's
Service Terms and Conditions or other applicable Agreement to which it is attache d and made a part
thereof by thi s reference.
2.0 Motorola has the following responsibilities:
2.1 Re spond to request for post-warranty support for the Restoration of a failed System.
2.2 Collect model, se rial number information, customer name and customer contact.
2 .3 Provide a case number.
2.4 Contact NIC E su pp ort and provide them with customer, case number , model, and ser ial number
information. NICE wi ll contact the custome r/field team and work the issue to completion.
2 .5 Advise caller of procedure for determining any additional requirements.
2 .6 Coordinate resolution s with agreed upon th ird party vendor.
2.7 Close the case once the NICE issue has been reso lved.
3.0 Customer has the following responsibilities:
3. l Contact Motorola Sy stem Support Center (SSC) to initiate a service request.
3 .2 Provide mode l and serial number.
3 .3 Provide a contact name and contact phone number.
Janu ary 29, 2014
Use or disclosure of t his proposal is subject
to the restrictions on the cover page .
City of Fort Worth, Texas
P25 System Maintenance
3-30 Statements of Work Motorola Solutions Confidential Restricted @
...
4.0 NICE has to following responsibilities:
4.1 Provide repair return authori zation numbers to Customer.
4 .2 Provide services in accordance with Tab le 1, per the time zone where the equipment resides,
Monday through Friday, excluding holidays and within the normal re sponse times.
4.3 Receive malfunctioning hardware from Customer and document its arrival, repair and return.
4.4 Perform the fo ll owing service on NICE hardware:
4.4.1 Rep lace malfunctioning components. NICE will use commercially reasonable efforts to
repair or rep lace, in its discretion, any hardware found to be defective under normal and
proper use and service during the contract period. An in-coverage unit will be repaired
and returned at no charge except for under the following conditio ns.
1. The unit has been modified or damaged due to improper packaging; or
11. If a unit is received for repair and found operable in accordance with current
NICE standards, it will be classified as "no trouble found" and it will be
returned in the same condition in which it was received .
4.5 Coordinate any repair activity with Motorola and Customer to ensure resolution.
4.6 On site reporting the NICE service provider (SP) will:
4.6.1 Arrive at the Customer site and go directly to the Customer contact.
4.6.2 When SP is ready to leave, notify the Customer contact.
4.6 .3 Provide verbal reports to the Customer contact on all work completed and in progress
by NICE.
4 .6.4 Sign out and leave with the Customer contact a visit report of the work accomp lished
by NICE and the outstanding issues .
4.7 Provide the Customer contact within one (1) week of the on site visit a fo ll ow-up report on any
outstanding issues.
4.8 Contact Motoro la System Support Center to close the case .
4.9 Perform services according to NICE service priorities .
This option is available to customers where the location of the equipment is within 4-hour drive time
to mo st major metropo litan areas (identified at the time of purchase).
Support Coverage
Call Back Response Time
On-S ite Response Times for
Priority 1 Servi ce Issues
Twenty-four (24) hours , seven (7) days per week
Si xty (60) minutes after receipt of call from au th orized
representative
Four (4) hours
City of Fort Worth , Texas
P25 System Maintenance
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
G) Motorola Solutions Confidential Restricted Statements of Work 3-31
1 >.
Gold Priority 1 Priority 2 Priority 3 Priority 4
Available within a
4 Hour Drive
Time
Phon e Avai labil ity 24*7 24*7 24*7 24 *7
Support Coverage 24*7 24*7 24 *7 24*7
Call Back 60 min ut es 120 minutes 24 hou rs 24 hours
Response Time
On Si te Re sp o nse 4 hours 24 hou rs 48 ho urs 48 hou rs
Times *
* On Site Response Time are in effect following the determination that onsite support is required .
Repair parts are shipped overn ight , unless otherwise pre-arranged . The arrival of the technician and
the sh ipped parts will be coordinated to coincide .
Priority I -Critical Failure-In a 100% recording environment, any failure of equipment, NICE
software or communications to the NICE products which resu lts in loss of recording channels or data,
or if allowed to persist w ill res ul t in such recording los s .
P riority 2-Major Problem-Any problem re sulting in loss of ability to retrieve calls or lo ss of rep lay
functionality for two or more workst ations.
Priority 3-Product Anomaly-Any pro blem affecting one or more workstations which does not
re sult in a loss of recording or replay b ut nevertheless re sults in diminished Pro duct response or
performance, for examp le if an administrator loses the ability to add or de lete users.
Priority 4-System Inquiry, planned intervention or request for information.
5.0 Software Upgrades:
NICE's standard maintenance serv ices shall inc lu de installation of only such software updates to the
NICE software which, in NIC E 's s ole discretion, are nece ssary to en sure efficient operation of the
products ("NICE Software Up dates "). NICE will pro vide Customer with a version of the NICE
Software Update fo r Cust omer to review and authorize for installation. Upon such installation,
Cu stomer shall receiv e a copy of a ll written materi als nec ess ary to allow Customer to operate such
NICE Software Updates . All NICE Software Updates are licensed for use so lely on the Equipment on
which the relev ant N ICE Software was fir st inst alled.
6.0 Ineligible Products:
Additional Service fee s shall app ly for any maintenance provided by NICE for any and all ind ividual
product s th at are damage d by causes not caused directly by the gro ss negligence or intentional
mi scond uct of NICE and external to the relevant individu al product, including without limitation,
damag ed t o an individual prod u ct caused by : (i) ne glect, mi shand ling, mi suse and/or unauthorized
repair by anyone other than N ICE or a NICE ce rtified te chnician; (ii ) failure to maintain the Site in
a ccordance with NICE 's in stall ation site sp ecifications ("Install ation Site Sp ecific ations"); (iii)
r elocation from the Site s pec ified b y the parties; (iv) use by anyone other t ha n NICE or a NIC E
c e1tifi ed technician for p u rpo ses other than tho se for w hic h it was des igne d, as de scrib ed in the
app lic able docum ent s, Operating Manuals and/or specific ation s prov ided by NICE ; (v) u se by anyone
other than NICE or a NICE certified t e chnician or m at eri al or supplies, including without li mitation
s oftw are and firmware pro gramming , that do not meet NICE's specific ations and instructions; (vi)
u se of the P roducts with any Non-NICE Hardw are and /or (vii) an acc id ent, tr an sportation, improp er
cooling or humidity contro l, fa ilur e to tele phone equipment or communic ation s li ne s, fa il ur e or
Jan uary 29, 20 14
Use or disclosure of this proposa l is subje ct
to the res t rictio ns on th e cove r page.
3-32 Statemen ts of Work
City of Fort W orth , Texas
P25 System Mai ntenance
Motorola Solutions Confidential Restricted
...
fluctuati on of electrical power, oth er unus ual physical or electrical stress and/or fai lure of
interconnect equipment not provided by NICE or a NICE certified technician .
7.0 In addition to any exclusions set forth in Section 8.0 below or in any other
underlying Agreement to which this SOW is attached , the following items are
excluded:
7 .1 A ll Infras tructure older than seven (7) years from product cancellation date.
7.2 Physically damaged Infrastructure.
7.3 Third party Equipment not ship ped by Motorola.
7.4 Con sumable items in cl uding, but not limited to, batteries, connectors , cables, tone/ink
cartridges .
7.5 Test Equipment.
7 .6 Racks, furniture and cabinets.
7 .7 F irmware and/or Software upgrades.
Data System Infrastructure Inclusions, Exclusions, Exceptions and
Notes for Infrastructure Repair
Logg ing Reco rder Includes NICE IP logging reco rders
Excludes all other techn ologies
Rac k Mount/Shelves Incl udes NICE rack mount/shelf ONLY
Ex cludes all other technologies
Replay Station Ex cluded
Servers/Storag e Center Includes NICE servers /storage centers ONLY
Ex cludes a ll other technologies
Wo rk station Excluded
8.0 Covered Sites:
8.1 SZ044AID2_(NICE)-BOLT STREET . Located at 3000 W Bolt, Fort Worth, TX 76110
8.2 SZ044AID3 _(NICE)-AL T PSAP. Located at 1000 Throckmorton St, Fort Worth, TX 76102
8.3 SZ044A101 _(NICE)-EAGLE MOUNTAIN PRIME NICE. Located at 6869 Bowman Roberts
Rd , Fort Worth, TX 76179
City of Fort Worth, T exas
P25 Sys tem M ainte nance
January 29, 2014
Use or disclosure of this proposa l is subject
to th e restrictions on the cove r pag e.
(d,l Motorola Solutions Confidential Restricted Statements of Work 3-33
l. 1'-.
3.8 MOSCAD NETWORK MONIT OR IN G AND CUSTOMER
TECHNICIAN DISPAT CH
Motorola will provide MOSCAD Network Monitoring and Customer Technician Dispatch Service to
Environmental Alarms agreed upon by Motorola and the Customer. These services are applicable
only for the MOSCAD System.
The terms of this Statement of Work (SOW) are an integral part of the Motorola Service Terms and
Conditions or other applicab le Agreement(s) with the Customer to which this SOW is appended and
made a part thereof by this reference.
1.0 Description of Services
MOSCAD Network Mon itoring is a service designed to electronically monitor Environmental Alarms
via Digital Inputs, as set forth in the MOS CAD_ SmartZone spreadsheet. When the Motorola System
Support Cent er (SSC) detects an Environmental Ala1m, trained technologists acknowledge and
initiate an appropr iate response per the customer profile . Appropriate responses shall be outlined in
the MOSCAD _SmartZone spreadsheet.
Motorola will provide Case management as set forth herein. The SSC maintains contact with the on-
site Cust omer Technician until the Case is closed. The SSC w ill continuous ly track and manage Case
activity from open to c lose through an automated Case tracking process.
2.0 Motorola Responsibilities:
2 .1. Provid e dedicated Connectivity through a private network connection necessary for monit oring
the MOSCAD System.
2.2. Continuously receive data from Customer monitored System and Customer initiated service
request s.
2.3. Create a Case, as necessary. Gather information to perform the fo ll owing :
2.3 .1. Characterize the issue .
2.3.2. Assign and track the Case to resolution.
2.4. Contact technician or other representative designated by MOSCAD _ SmartZone spreadsheet.
January 29, 2014
2.4.1. If Cu stomer contact does not respond to Motorola as required by th e Customer S upport,
Motoro la will continue to attempt to reach Customer contact every 10 minutes until
contact has been attempted for each name set forth in the predefined escalation contact
tab le provided by Customer.
2.4.2. Upon attempting each name on the predefined escalation contact table, Motorola will
either send an email or leave a voice mail message with the Customer contact notifying
Customer contact of the Case. Thereafter, Motorola will defer the Case to the next
Standard Business Day.
2.4.3. On the next Standard Business Day, Motorola will attempt to reach the Cust omer
contact again. If all contacts on the Customer escalation table have been attempted,
with out receiving any Customer response, Motoro la will close the Case. Motoro la will
not be responsible for any damages of any kind arising out of or relating to the inability
of Motorola to reach the Customer Contact or others on the Customer escalation tab le.
Use or disclosure of this proposal is subject
to the restrictions on the cover page .
City of Fort W o rth, Texas
P25 System Maintenance
3-34 Statements of Work Motorola Solutions Confidential Restricted ~
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2.5. Escalate the Case per the escalation contact table provided by Customer if Customer's
technician does not report site anival or Re sponse within Customer requested Response times
as set forth the Customer Support Plan.
2.6. Verify with Cu stomer that the E nvironmental Alarm has cleared, ifrequired by Cu stomer 's
repair Veri fi cation preference in th e Customer Support Plan. If Verific ation by Customer
cannot be completed within 20 minute s, the Case will b e clo sed and the Customer te chnician
will be rele as ed .
2 .7. Clo s e the Case upon receiving notification from Customer indicating the Environm enta l
Alarm s has cleared .
2.8 . Notify Cu stomer of Ca se Status, a s de scribed in the Customer Support Plan at the follo w ing
Case level s:
2 .8 . l. Open and closed ; or
2.8.2 . Open, ass igned to Customer technician, arrival of Customer technician on site, deferred
or delay ed , closed.
3.0 Customer Responsibilities:
3 .1. Allow Motorola Continuous remote access to obtain E nvironmental Alarms.
3 .2 . Notify the SSC when Cu stomer performs any activity that may create an Environmental
Alarms.
3 .3 . Provide Motorola with predefined Customer information and preferences prior to Start Date
necessary to complete Customer Support Plan, including, but not limited to :
3 .3. l . Case notification preferences and procedure.
3 .3 .2 . Escalation contact table .
3.3.3. Site arri val preference and procedure.
3.3.4. Alann Verification preference and procedure.
3.3 .5. Re spons e time commitments .
3.3 .6 . Submit changes in any information supplied in the Customer Support Plan to the
Account Services Manager.
3.4. Provide the followin g informati on when initiating a serv ic e reque st:
3.4.l. A ss igned Sy stem ID number.
3.4.2. Enviromnental Alarm and site location.
3.4 .3 . Other pertinent in fo rmation reques ted by Motorol a to open a Case .
3.5. Re spond to Motorola within 10 minute s of rec eipt of p age or telephon e call to accept
ass igmnent of Case . If Customer fa il s to contact Motorola within 10 minutes , Motoro la will
follow the es calation proc ess .
3.6. Rep ort site ar riv al to Motorola within the Re sponse time commitments for a ll a cc ep ted case s if
requir ed in the Customer Support Plan.
City of Fort W orth, Texas
P25 Syste m Maintena nce
January 29, 2014
Use or disclosu re of this proposa l is su bj ect
to the restrictions on the cover page.
Q) Motorola Solutions Confidential Restricted Statements of Work 3-35
l '.
3.7. Allow Motorola acces s to remove Motorola owned monitoring equipment upon cancellation of
service.
3.8. Cooperate with Motorol a and perform all acts that are reasonable or necessary to enable
Motorola to provide the s ervices described in this SOW .
4.0 Covered Sites
4.1. MOS044Al0101 -Ll Burnett Pl az a. Located at 801 Cherry St, Fort Worth, TX 76102.
4.2. MOS044Al0102-Ll Bergh . Located at 11149 Trinity Bl vd, Eule ss, TX 76040.
4 .3 . MOS044Al0103 -Ll Rolling Hills. Located at 2500 SE Loop 820, Fort Worth, TX 76140.
4.4 . MOS044Al0104-Ll North Beach. Located at 4705 Ray White Road, Fort Worth, TX 76248 .
4.5 . MOS044Al0105-Ll Eagle Mountain. Located at 6869 Bowman Roberts Rd, Fort Worth, TX
76176.
4.6. MOS044Al0106-Ll Westland 6. Located at 10201 Chapin Road, Aledo, TX 76008.
4 .7 . MOS044Al0203 -L2 Ro ll ing Hills. Located at 2500 SE Loop 820, Fort Worth, TX 76140 .
4.8 . MOS044AlD2-BOLT STREET_MOS. Located at 3000 W. Bolt, Fort Worth, TX 76110.
4.9. MOS044AlD3-ALT PSAP_MOS. Located at 1000 Throckmorton St, Fort Worth, TX 76102.
3.9 ONSITE INFRASTRUC TURE RESPONSE AND DISPATCH
SE RVICE (CONNCT} (NCTCOG OVERLAY))
Motorola will provide Dispatch Service and OnSite Infrastructure Re s ponse services to Customer
Systems. These services are applicable only for ASTRO ® 25 System.
The terms of this Statement of Work (SOW) are an integral part of the Motorola Service Terms and
Conditions or other applicable Agreement(s) with the Customer to which this SOW is appended and
made a part thereof by this reference.
1.0 Description of S ervices
Dispatch Service is a service designed to initiate an appropriate response per the customer profile.
When dispatched, the Servicer will respond at the Customer location based on predefined Severity
Levels set forth in the Severity Definitions Table and Re sponse times set forth in the On-Site
Response Time Table in order to Restore th e System.
Motorola will provide Case management as set forth herein. The SSC maintains contact with the on-
site Servicer unti l System Restoral occurs and Case is closed. The SSC will continuously track and
manage Case activity from open to close through an automated Case tracking process.
January 29, 20 14
Use or disc lo sure of thi s pro posal is su bject
to th e re stricti ons on th e cove r pa ge.
3-36 Statements o f Work
City of Fort Worth , Texas
P25 Sys tem Maintenance
Motorola Solution s Co nfidentia l Res tric ted G
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...
2.0 Motorola Responsibilities:
2.1. Continuously receive data from Customer initiated service requests.
2.2. Create a Case, as necessary. Gather information to perform the following:
2.2.1. Characterize the issue .
2 .2.2. Determine a plan of action .
2 .2.3. Assign and track the Case to resolution .
2.3. Dispatch a Servicer, as required, by Motorola standard procedures and provide necessary Case
information collected in section 2. 7.
2.4. Ensure the required personnel have access to Customer information as needed.
2.5. Servicer will perform the following on-site :
2 .5.1. Run diagnostics on the Infrastructure or FRU.
2 .5.2. Replace defective Infrastructure or FRU, as applicable. Customer, Servicer or Motorola
may provide Infrastructure or FRU.
2.5 .3. Provide materials, tools, documentation, physical planning manuals, diagnostic/test
equipment and any other requirements necessary to perform the Maintenance service.
2.5.4. If a third party Vendor is needed to restore the System, the Servicer may accompany
that Vendor onto the Customer's premise s .
2.6. Verify with Customer that Restoration is complete or System is functional , ifrequired by
Customer's repair Verification preference described in the Customer Support Plan required by
section 3.5. If Verification by Customer cannot be completed within 20 minutes of Restoration,
the Case will be closed and the Servicer will be released.
2. 7. Escalate the Case to the appropriate party upon expiration of a Response time.
2 .8. Close the Case upon receiving notification from Customer or Servicer, indicating the Case is
resolved.
2 .9. Notify Customer of Case Status, as described in the Customer Support Plan required by section
3.5 at the following Case levels:
2.9 .1. Open and closed; or
2.9.2. Open, assigned to the Servicer, arrival of the Servicer on site, deferred or de layed,
closed .
2.10. Respond in accordance to predefined Response times upon receipt from Customer of Customer
managed passwords required for proper access to the Customer's System.
2 .11 . Apply additional su pport charges above and beyond the contracted service agreements that may
app ly if it is determined that System faults were caused by the Customer making changes to
critical System parameters.
City of Fort Worth, Texas
P25 System Maintenance
Jan uary 29, 2014
Use or disclosure of this proposal is subject
to t he restrictions on the cover page.
(.D Motorola Solutions Confidential Restricted Statements of Work 3-37
3.0 Customer Responsibilities:
3 .1. Provide Motorola with predefined Customer information and preferences prior to Start Date
necessary to complete Customer Support Plan., including, but not limited to :
3. l. l. l. Case notification preferences and procedure.
3 .1.1.2. Repair Verification Preference and procedure.
3 .1.1.3. Datab ase and escalation procedure forms.
3 .1.1.4. Submit changes in any information suppli ed in the Customer Support Plan to the
Account Services Manager.
3 .2. Provide the fo ll owing information when initiating a se rv ice request: 2
3 .2.1. Assigned System ID numb er.
3.2 .2. Problem description and s ite location.
3 .2.3. Other pertinent information requested by Motorola to open a Case.
3 .3. Allow Servicers access to Equipment.
l .,.. ..'
3.4. Supply Infrastructure or FRU, as app li cab le, in ord er for Motorola to Restore the System as se t
forth in paragraph 2 .11.2 5.
3 .5. Verify with the SSC that Restoration is comp lete or System is functional, if required by the
Repair Verification Preference provid ed by Customer in acco rd ance with section 3.5.
3.6. Provide all Customer managed passwords r equir ed to access the Customer's System to
Motorola upon request or when opening a Case to request service support or enable Response
to a technical iss ue.
3.7. Pay additional su pp ort ch arges above and beyond the contracted service agreements that may
apply if it is determined th at System fau lts were caused by the Customer making changes to
critical System parameters .
3 .8. Cooperate with Motorola and perform all acts that are reaso nable or necessary to enable
Motorola to provide the serv ic es described in thi s SO W.
Severity Definitions Table
Severity Level , Problem Types
Severity 1
Jan uary 29, 2014
. . -. .
Response is provided continuously .
Major System failure .
33% of System down .
33% of Site channels down .
• This level is meant to represent a major issue that results in an unusable
system , sub-system , Prod uct , or critica l features from the Customer's
perspe ct ive . No Work-around or immediate solution is available .
Use or disclosure of this proposal is subject
to the restrictions on the cover page .
City of Fort Worth, T exas
P25 System Maintenance
3-38 Statements of Work Motorola Solutions Confidential Restricted e
.. '
3.10
Severity Level Problem Types
--~ --~::'.-'--......:-,-----• C • ,
Severity 2
Severity 3
Response during Standard Business Day.
Significant System Impairment not to excee d 33% of system down .
• System problems presently being monitored .
• This level is meant to represent a moderate issue that limits a Customer's
normal use of the system , sub-system , produ ct , or major non-critical
features from a Customer's perspective .
Response during Standard Business Day .
Intermittent system issues .
Information questions .
Upgrades/preventative main tenan ce .
• This level is meant to represent a minor issue that does not preclude use of
the system , sub-system , product , or critical features from a Customer's
perspective . It may also represent a cosmetic issue, including
documentation errors , general usage questions , recommendations for
product enhancements or modifications , and scheduled events such as
preventative maintenance or product/system upgrades .
On-Site Response Time Table (Customer's Response Time Classification is
designated in the Service Agreement).
Severity Level Premier Response Time
Severity 1 Within 1 hour from receipt of Notification
Continuously
Severity 2 Within 4 hou rs from receipt of Notification
Standard Business Day
Severity 3 Within 24 hours from receipt of Notification
Standard Business Day
• Please note these are Standard Commitment t imes. The commitment time s should b e based on the
Customers Sup port P lan.
• Provide update before the specific contractual commitments come due .
* Note : Provide update to System Support Center before Deferral time comes due .
NETWORK MONITORING, ONSITE INFRASTRUCTURE
RESPONSE AND DISPATCH SERVICE (NPSPAC)
Motorola wi ll provide Network Monitoring, Di spatc h Service and OnSite Infrastru cture Re sponse
services to Customer Systems . These services are applicable only for the following system types
SmartZone®/OmniLink® v2.0.3 and higher, SMARTNET® Systems.
The terms of this Statement of Work (SOW) are an integral part of the Motorola Service Terms and
Conditions or other app li cab le Agreement(s) with the Customer to which this SOW is appended and
made a part thereof by this reference.
City of Fort Worth , Texas
P25 System Maintenance
January 29, 20 14
Use or disclosure of thi s proposal is subject
to the restrictions on the cover page.
~ Motorola Solutions Confidential Restricted Statements of Work 3-39
( '>
1.0 De script ion of S e rvic es
Network Monitoring is a service d esigne d to electronically monitor E lements of a Communication
System for Events. When the Motorola System Support Center (SSC) detects an Event , trained
technolog ist s acknowledge and initiate an appropriate response per the customer profile . When
di spatched , the Servicer will respond at the Customer lo cation based on predefined Severity Levels
set forth in the Severity Definitions Table and Response times set forth in the On-Site R es ponse Time
Table in order to Restore the System.
Motorola will provide Case management as set forth herein . The SSC m aintains contact with the on-
site Servicer until System R es to ral occurs and Case is clo sed. The SSC wi ll continuously track and
manage Case activity from open to clo se through an automat e d Case tracking proce ss .
2.0 Motorola Respon s ibilities :
2.1. Provide dedicated Connectivity necessary for monitoring .
2.2. Verify Connectivity and Event monitoring prior to System Acceptance or Start Date .
2.3. Continuously receive data from Customer monitored System and Customer initiated serv ic e
requests .
2.4. Create a Case, as necessary. Gather information to p erform the following:
2 .4. l. Characterize the issue.
2.4.2. Determine a plan of action.
2.4.3 . Assign and track the Case to re so lution.
2.5. Dispatch a Servicer, as required, by Motorola standard procedures and provide necessary Case
information collected in section 2.7 .
2.6. Ensure the required p erso nnel have access to Customer information as n ee d e d .
2.7. Servicer will perform the following on-site:
2. 7 .1. Run di agnostic s on the Infrastructure or FRU.
2 .7.2. Replace defective Infrastructure or FRU, as appli cab le. Customer, Servicer or Motorola
may provide Infrastructure or FRU.
2 . 7 .3. Provide materials , tools, documentation, physical planning manuals, di agnostic /test
equipment and any other requirements n ecessary to per form the Maintenance servic e.
2.7.4 . Ifa third party Vendor is need ed to restore the System, the Servicer may accompany
that Vendor onto the Customer's premises .
2 .8. Verify with Customer that Restoration is complete or System is functional, if required by
Customer's repair Verification preference described in the Customer Support Plan requir e d by
section 3.5. If Verification by Customer cannot b e completed within 20 minutes of Restoration,
th e Case will be closed and the Servicer will be r eleased.
2.9. Escalate the Case to th e appropriate party upon expiration of a R es p onse time.
2.10 . Close the Case upon receiving notification from Customer or Servicer, indicating the Case is
resolved .
January 29, 2014
Use or disclosure of this proposal is subject
to th e restri cti ons on the cover page.
3-40 Statements of Work
City of Fort Worth, T exas
P25 System Maintenance
Motorola Solutions Confidential Restricted ~
2.11. Notify Customer of Case Status, as de scribed in the Customer Supp01i Plan required by section
3.5 at the following Case levels :
2.11.1. Open and clo s ed ; or
2 .11.2. Open, assigned to the Servicer, arrival of the Serv icer on site, deferred or del ayed,
closed.
2.12. Re spond in accordance to predefined Respon se times upon receipt from Customer.
2.13. Apply additional support charges above and beyond the contracted service agreements that may
apply if it is determined that System fault s were caused by th e Customer making changes to
critical System parameters .
3 .0 Customer Responsibilities :
3 .1. Allow Motorola Continuous remote access to obtain System performance data.
3 .2 . Allow Motorola to access System if firewall has been installed; provide permanent/dedicated
access for SNMP traps (outbound) and ZDS polling (inbound). Also provide continuous utility
service to any Motorola equipment installed or uti lize d at Customer's premises to support
delivery of the Service.
3 .3. Provide Motorola with predefined Customer information and preferences prior to Start Date
necessary to complete Customer Support P lan., including, but not limited to:
3 .3 .1.1. Case notification preferences and procedure.
3.3.1.2. Repair Verification Preference and procedure.
3.3.1.3. Database and escalation procedure form s .
3.3.1.4 . Submit changes in any information supplied in the Customer Support Plan to the
Account Services Manager.
3.4. Provide the following information when initiating a service request :
3.4.1. Assigned System ID number.
3.4.2. Problem des cription and site location .
3 .4.3 . Other pertinent information requested by Motorola to open a Case.
3.5. Notify the SSC when Customer performs any activity that impacts the System. (Activity that
impacts the System may include, but is not limited to, installing software or hardware upgrades,
performing upgrades to the network, or taking down p art of the system to perform
maintenance.) 4
3.6. Allow Servicers access to E quipment (including any Connectivity or monitoring equipment).
3 .7 . Supp ly Infrastructure or FRU, as app li cable , in order for Motorola to Restore the Sy stem as set
forth in p aragraph 2 .11 .2. 3
3 .8. Maintain and store in an easy acce ss ibl e location any and all Software needed to restore the
System.2
3.9 . M ai ntain and store in an easi ly accessible location proper System backup s.4
City of Fort Worth, Texas
P25 System Ma intenance
G Motorola Solutions Confidential Restricted
January 29 , 2014
Use or disclosure of this proposal is subject
to t he restrictions on the cover page.
Statements of Work 3-41
3 .10 . Veri fy with the SSC that Restoration is complete or System is functional, ifrequired by the
Repair Verification Preference provided by Cu stomer in acco rd ance with section 3.5.
.. ,
3 .11. Provide a ll Customer managed passwords re quired to access the Customer's Sy stem to
Motorola upon request or wh en opening a Case to request se rvic e suppo rt or enable Re s ponse
to a technical issue.
3.12. Pay a dditional support charges above and beyond the contracted service agreem ents th at may
apply if it is determined th at System faults were caused by the Customer making changes to
critic al System parameters.
3 .13. Cooperate with Motorola and perform all acts that are reasonable or neces sary to enable
Motorola to provide the se rvices described in this SOW.
Severity Definitions Tab le
Severity Level Problem Types
Severity 1 -Response is prov ided continuously .
-Major System failu re.
-33 % of System down .
-33% of Site channels down .
-Th is level is meant to represent a major issue that results in an unusable
system , sub-system, Produ ct, or critical features from the Customer's
perspect ive . No Work-around or immediate solution is available .
Severity 2 -Response during Standard Business Day .
-Significant System Impairment not to exceed 33 % of system down .
-System problems presently being monitored.
-This level is meant to represent a moderate issue that limits a Customer's
normal use of the system , sub-system , product , or major non-critica l
features f rom a Customer's perspective .
Severity 3 -Response during Standard Business Day .
-Intermittent system issues.
-Information questions .
-Upgrades/preventative maintenance .
-This level is meant to represent a minor issue that does not preclude use of
the system , sub-system , product , or critical features from a Customer's
perspective . It may also represent a cosmet ic issue , including
documentation errors , general usage questions , recommendations for
product en hancem ents or modifi c ations , and scheduled events such as
preventative main tenance or product/system upgrades .
On-Site Response Time Table (Customer's Response Time Classification is
des ig nated in the Serv ice Agreement).
.. Sev~rity _Level . ' Pr~!"!~er R~sponse 1:_i111e . ,
Severity 1 Within 2 hours from receipt of Notification
Continuously
Severity 2 W ithin 4 hours from rece ipt of Notification
Standard Business Day
Severity 3 Within 24 hours from rece ipt of Notification
Standard Business Da y
-
January 29 , 2014
Use or disclosure of t his proposal is subj ect
to the restri ctions on th e cover page.
City of Fort Worth , T exas
P25 System Maintenance
3-42 Statements of Work Motorola Solutions Confidentia l Restricted ~
. .. \
Monitored Elements Table
. -~y~t~m_ fype _ Equipment _ _ · _ ··" ____ : .. ·.-. ·
SmartZone 4.1 Zone Controllers ; Database Server; Digital
Interface Unit (DIU); Central Electronic Bank
(CEB) Interface ; AEB .
FullVision Server; Air Traffic Router ; System
Statistics Server (Multi-Zone); Zone Statistical
Server; User Configuration Server; NOVA 2000
(Interconnect); Remote RF Sites (Site
Controllers Including Simulcast , Stations).
MOSCAD Overlay (Stations-Non Trunked ,
Comparator, TenSr Channel Banks ,
Environmental Alarms , Microwave).
SMARTNET Monitored by MOSCAD SiteSentry Site Controllers ; Stations ; Environmental
Alarms ; Channel Banks . Site Sentry is a
canceled product. No new customers .
City of Fort Worth, Texas
P25 System Maintenance
January 29, 2014
Use or disclosure of this proposal is subject
to the restrictions on the cover page.
~ Motorola Solutions Confidential Restricted Statements of Work 3-43