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HomeMy WebLinkAbout2015-02-23-Meeting Mintues Public Safety Committee Meeting Commission Chamber - 2/23/2015 ATTENDANCE: Present: Hons. Lockett, Chairman; Harris, Vice Chairman; Sias and Smith, members. Absent: Hon. Hardie Davis, Jr., Mayor. PUBLIC SAFETY 1. Motion to approve the minutes of the Public Safety Committee held on February 9, 2015. Item Action: Approved Motions Motion Type Motion Text Made By Seconded By Motion Result Approve Motion to approve. Motion Passes 4-0. Commissioner Grady Smith Commissioner Sammie Sias Passes 2. Approve payment of Annual Maintenance for PremierOne CSR Software used by 311. Item Action: Approved Motions Motion Type Motion Text Made By Seconded By Motion Result Approve Motion to approve. Motion Passes 4-0. Commissioner Sammie Sias Commissioner Grady Smith Passes 3. Presentation by Mr. Tim Hollobaugh regarding lack of disability parking enforcement resulting in risk to public safety and helps to segregate disabled citizens causing liability to county. Item Action: Approved www.augustaga.gov Motions Motion Type Motion Text Made By Seconded By Motion Result Approve Motion to approve receiving this item as information. Motion Passes 4-0. Commissioner Sammie Sias Commissioner Grady Smith Passes Public Safety Committee Meeting 2/23/2015 1:20 PM Attendance 2/23/15 Department: Caption: Background: Analysis: Financial Impact: Alternatives: Recommendation: Funds are Available in the Following Accounts: REVIEWED AND APPROVED BY: Public Safety Committee Meeting 2/23/2015 1:20 PM Minutes Department:Clerk of Commission Caption:Motion to approve the minutes of the Public Safety Committee held on February 9, 2015. Background: Analysis: Financial Impact: Alternatives: Recommendation: Funds are Available in the Following Accounts: REVIEWED AND APPROVED BY: Motorola Solutions, Inc. M&SA Extension Letter Version 2-23-12 Motorola Solutions, Inc. Applications and Data Solutions Public Service Applications 7237 Church Ranch Blvd, Suite 406, Westminster, CO 80021 February 3, 2015 Mr. Mike Blanchard Augusta Georgia 530 Greene Street Annex 101 Augusta, GA 30901 RE: Extension to Maintenance and Support Agreement: 1035 Product: PremierOne CSR™ Dear Mr. Blanchard: By means of this letter, Motorola Solutions, Inc. hereby extends Augusta Georgia maintenance and support agreement as referenced above. Enclosed is one (1) copy of the updated Exhibit A Description of Covered Products, Exhibit B Support Plan, and Exhibit C Support Plan Options and Pricing Worksheet for the period April 1, 2015 through March 31, 2016. Pursuant to Section 3.2 of the original agreement as referenced above, all terms and conditions shall remain in full force and effect. Please indicate acceptance of this extension by signing the acceptance block below and returning one copy by e-mailing it to christinelay@motorolasolutions.com or faxing it at (847) 761-4957 to my attention on or before April 1, 2014. If you have any questions or need further clarification, please contact me directly at (909) 598-2964 or e- mail christinelay@motorolasolutions.com. Sincerely, Christine Lay Christine Lay Customer Service Manager Motorola Solutions, Inc. Accepted by: MOTOROLA SOLUTIONS, INC. AUGUSTA GEORGIA By: __________________________________ By: ______________________________________ Name: Shelley Rhoads Name: ___________________________________ Title: Sr. Services Business Operations Manager Title: _____________________________________ Date: February 3, 2015 Date: _____________________________________ Motorola Solutions, Inc. PSV M&SA Exhibit A 2 Version 2-23-12 Exhibit A DESCRIPTION OF COVERED PRODUCTS MAINTENANCE AND SUPPORT AGREEMENT 1035 TERM: 04/01/15-03/31/16 CUSTOMER: Augusta Georgia Site Identification Numbers Product Site Identification Number PremierOne CSR™ PSA70643_(CSR) The following table lists the Products under maintenance coverage: Product Description Version Number Qty Term Fees PremierOne CSR™ PremierOne CSR™ Concurrent User Licenses 4.2.1 10 $44,238.00 PremierOne CSR™ Contact Center Call Center Licenses 4.2.1 8 Citizen Web Intake – Site License 4.2.1 1 PremierOne CSR™ Citizen Mobile Apps 3.5 1 TOTAL $44,238.00 Motorola Solutions, Inc. PSV M&SA Exhibit B 3 Version 2-23-12 Exhibit B CUSTOMER SUPPORT PLAN MAINTENANCE AND SUPPORT AGREEMENT 1035 TERM: 04/01/15-03/31/16 CUSTOMER: Augusta Georgia Introduction Welcome to Motorola Solutions Customer Support. We appreciate your business and look forward to serving your needs on your Public Service Applications system. The Customer Support Plan is designed to provide Motorola Solutions customers the details necessary for understanding Motorola Solutions overall support processes and policies as a compliment to the Motorola Solutions Maintenance and Support Agreement. The Motorola Solutions Maintenance and Support Agreement is the legal and binding contractual terms for which services are provided under. Questions or concerns regarding your support plan can be directed to your Support Manager. Below are the topics outlined in this Customer Support Plan: I. Service Offerings II. Accessing Customer Support III. Severity Levels and Case Management IV. Responsibilities V. Customer Call Flow VI. Contacts I. Service Offerings Motorola Solutions Customer Support organization includes a staff of Support Analysts whom are managed by Motorola Solutions Customer Support Managers and are chartered with the direct front-line support of our customers. A Support Analyst is a system technologist responsible for providing direct or escalation support. A Support Analyst is sometimes referred to as a Customer Support Analyst (“CSA”) or Technical Support Analyst (“TSA”) or Technical Support Representative. Motorola Solutions Support Organization offers a multi-layered approach to a total service solution. Levels of support are defined as follows: Service Levels Level 0 Logging, dispatching and tracking service requests Level 1 Selected 1st call support, triage and resolution Level 2 Telephone and/or on-site support for normal technical requirements Level 3 High-level technical support prior to Engineering escalation Level 4 Engineering software code fixes and changes Motorola Solutions, Inc. PSV M&SA Exhibit B 4 Version 2-23-12 Motorola Solutions provides to customers on an active maintenance and support agreement defined services and Software Releases. Specific support definitions, offerings and customer responsibilities are detailed in section 3 of the main body of the maintenance and support agreement. II. Accessing Customer Support The Motorola Solutions System Support Center Operations Motorola Solutions Public Service Applications Technical Support personnel in cooperation with Motorola Solutions System Support Center (“SSC”) provide the gateway to technical support for all of Motorola Solutions Public Service Application systems. Accessing support through Motorola Solutions toll free 800 number, web ticketing or email ticketing ensures accurate case handling and tracking. The goal of the Support team and SSC is to make certain systems are restored and running at peak levels as quickly as possible. This is accomplished by obtaining accurate customer and problem details and by directing your requests to the right support team in a timely manner. The System Support Center offers total call management including:  Single point of contact for Motorola Solutions service requests  Logging, dispatching and tracking of service requests  System capabilities to identify pending cases and automatically escalate to management  Database and customer profile management  Standard reports with on-demand distribution  Case notification Motorola Solutions System Support Center operates 24 hours a day, 7 days a week, 365 days a year. That means you can call us anytime. Support Center personnel enter requests for service, technical assistance, or telephone messages into a database system. Every time you call us, we log information about your request into the tracking system so that the information is available for reference and analysis to better serve your future service needs. Another benefit of logging every service request is that Motorola Solutions and customers can track the progress from initial contact to final resolution. There are three options for accessing Support at Motorola Solutions: 1. Motorola Solutions System Support Center Toll Free Number 2. eCase Management through Motorola Solutions On-Line 3. Email Case Ticketing Option 1 - Call Motorola Solutions System Support Center Call Motorola Solutions Toll free 800-323-9949  Select from the auto attendant as follows:  Option 2 – Technical Support of Infrastructure Products  Then select Option 6 – Public Safety Applications  Next select the appropriate system type option 1. CAD 2. RMS 3. Mobile Applications 4. Jail Management Systems 5. Law Records (LRMS) 6. Customer Service Request System (CSR) 0. All Other Applications Upon contact with the SSC personnel, you will provide the name and phone number for Customer contact and your agency and product specific Site Identification number. Providing a brief problem description will assist in defining the severity level and determine proper case routing to the appropriate Motorola Motorola Solutions, Inc. PSV M&SA Exhibit B 5 Version 2-23-12 Solutions technical support team member. A unique tracking number will be provided to your agency for future reference. Generally customers calling the toll-free 800 number will access Public Service Applications technical support directly. For heavy call times or after hours the caller will be directed to Motorola Solutions System Support Call Center Operations. Once the logging process is complete customers are transferred directly to a Technical Support Analyst during Technical Support Operation Hours (6:00 a.m. to 6:00 p.m. Mountain Time, Monday to Friday). After support operation hours (6:00 p.m. to 6:00 a.m. Mountain Time, Weekends and Motorola Solutions Holidays) customers will be contacted within the contractually specified period of time by a Technical Support Analyst. Customer calls 800- 323-9949 Customer Creates an eCase via MOL or Email A case is auto logged in Clarify An auto notification is sent to the customer with the case number that was created. Response to these cases is within 2 hours. Is this within business hours? After-Hours processNo Is this a new issue? Create a tech support case. Provide customer their case number Yes Product support team? Is this a new issue? CAD, JAIL, MOBILE, LRMS, CSR RMS YesOpen and refer to existing Case Open and refer to existing CaseNo No Create a tech support case. Provide customer their case number To Technical Support Use the keyword list to determine customer’s case severity Use the keyword list to determine customer’s case severity Is the customer entitled to service? Yes Yes Follow process to create a PONoeCase Process Motorola Call Flow Motorola Solutions, Inc. PSV M&SA Exhibit B 6 Version 2-23-12 Is the issue escalated to an SR in Clearquest? The Support Analyst logs the SR. An Engineer works the SR and makes updates to the Clarify case. The Engineer works the SR to resolution. The Support Analyst works the Clarify case to resolution. Yes End customer process An auto notification is sent to the customer with an update An auto notification is sent to the customer with an update An auto notification is sent to the customer with an update An auto notification is sent to the customer with resolution information The Support Analyst works the issue making updates to the Clarify case. An auto notification is sent to the customer with an update No Support technician closes the Clarify case after FRB and CrashTrack process. Support technician closes the Clarify case Technical SupportTechnical Staff Call Flow Motorola Solutions, Inc. PSV M&SA Exhibit B 7 Version 2-23-12 Call the On-Call, Technical Support Analyst Is the customer entitled to service? Product supported team? Is the customer Gold Level? Is the customer calling RMS? And is it completely inoperable? After- Hours Call Support Manager and On- Call Technical Support Analyst Yes CAD, PMDC, JAIL, LRMS, CSR RMS No Yes Yes Create a Clarify case and submit it to the PRODUCT Clarify Queue No End Process Use the keyword list to determine customer’s case severity Follow process to create a PONo Call Flow After-Hours Motorola Solutions, Inc. PSV M&SA Exhibit B 8 Version 2-23-12 How to Obtain Technical Support for Products Action / Response Step 1. Call the System Support Center 1-800-323-9949 Step 2. Select option 2 (Technical Support) Step 3. Select option 6 (Public Safety Applications) Step 4. Select product specific option Step 5. Provide Site Identification Number (See Exhibit A-Description of Covered Products for Site Identification Numbers) Step 6. Provide Your Information Caller Name Contact Phone Number Description of problem Severity of system problem determined at time of call Time available for call back Email address Step 7. Case Number Generated Caller will receive a Case number for tracking the service request. Check Status The caller may check the status of a Case at any time by calling the System Support Center at 1-800-323-9949 and following steps 2-4 above and providing the case number. Case Assignment The Customer Support Representative will determine a course of action and assign the Case to the appropriate group. Standard Response Time RESPONSE See Section III for Severity Level definitions Severity 1: 1 hour Severity 2: 3 business hours Severity 3: 2 business days Severity 4: 7 business days Severity 5: Determined by Motorola Product Mgr Step 8. Notification of CASE All Activity Case Notifications are available for up to 4 persons. Notifications are sent via pager or email when any of the following events occur on a Case: Open, Assigned, Site Arrival, Deferred or Closure. To request case notifications, please contact your Support Manager. Notification of CASE Open/Close Activity Case Notifications are available for up to 4 persons. Notifications are sent via pager or email when any of the following events occur on a Case: Open or Closure. To request case notifications, please contact your Support Manager. Motorola Solutions, Inc. PSV M&SA Exhibit B 9 Version 2-23-12 Option 2 - Submit a ticket via eCase Management from Motorola Solutions On-Line Motorola Solutions On-Line eCase Management provides a fast, intuitive, and efficient interface for Technical Case Management that allows customers to open, update, and view the status of their cases on the web. Setting Up a Motorola Solutions On-Line Account To set up a Motorola Solutions On-Line account, please visit https://businessonline.motorola.com and follow the directions on the link for “Sign Up Now. “ A User ID and Password are not required for setting up your account. After accessing the link above, indicate in the “Additional Information” field you are a Public Service customer seeking access to eCase Management. Once you submit your request, you will receive a confirmation email indicating receipt and including additional details about the Motorola Solutions On-Line account set up. In approximately 4-5 business days an additional email will be sent which includes details about your On-Line account. Accessing the Technical Case Management web site Once you have set up your agency’s Motorola Solutions On-Line Account, to access the site simply log onto Motorola Solutions at businessonline.motorola.com with your user ID and password, click on the Contact Us  Open Case, and select System Support Issue from the Issue Type drop-down. Primary Features of On-Line Technical Case Management Motorola Solutions customers have three main functions available through Motorola Solutions On- Line to manage their cases: A. Open new cases B. Search for existing cases and view details of the existing case C. Update existing cases by adding notes A. Open a New Case 1. Log into Motorola Solutions On-Line 2. Click on the “Contact Us”  Open Case 3. Then select the Reason Code = System Support Issue (and the page will automatically reload) Motorola Solutions, Inc. PSV M&SA Exhibit B 10 Version 2-23-12 4. Fill in the Case Title (description of request) and choose the applicable Site (which are listed alphabetically) 5. Choose case type Technical Support, Severity Level and Public Safety Applications System 6. Fill in a detailed description of your issue 7. Click “Create Case” Screen Shot from Steps 4-6 Email Confirmation 1. eCase Management will give immediate confirmation of case number (new case numbers are 8 digits long) 2. The confirmation screen includes “expand all” and “collapse all” buttons for case notes Motorola Solutions, Inc. PSV M&SA Exhibit B 11 Version 2-23-12 B. Search for a Case 1. Log into Motorola Solutions On-Line 2. Click on the “Contact Us”  Search Case 3. Select the “System Support Issue” type (the webpage will automatically reload) C. Add Notes to an Existing Case 1. You can also add notes after submitting your case, by clicking on the “Add Notes” button Motorola Solutions On-Line Support Motorola Solutions, Inc. PSV M&SA Exhibit B 12 Version 2-23-12 1. Motorola Solutions does not recommend using this tool for opening Severity 1 or 2 cases. For any critical issues, customers should contact the System Support Center by calling 800-323-9949 and following the appropriate prompts. 2. The same guidelines would apply to updating cases with critical information. Any critical updates should be reported directly to Support at 800-323-9949. 3. When updating case notes, please provide your contact information, which includes your phone number, pager number, etc. For questions on Motorola Solutions On-Line eCase Management or administrative support, please contact the Motorola Solutions Online Helpdesk at molhelp1@motorolasolutions.com or call 800-814- 0601.Requirements for effective usage: Browser: Internet Explorer 5.0 or greater Valid MOL user ID and Password Motorola Solutions, Inc. PSV M&SA Exhibit B 13 Version 2-23-12 Option 3 - Submit a ticket via Email Case Management An alternative Customer Support tool is available for PSA customers. Along with the toll-free phone number and Motorola Solutions Online, customers can request technical support by email. For many customers who use their PDA as a means to open cases, email ticketing provides additional flexibility for initiating cases. To ensure proper case management and contractual response, email ticketing is only available for severity levels three and four. In order to properly process a ticket via email, the message must be formatted exactly as described below: Instructions are also located under “Resources” at: https://motonline.mot.com 1. Address your email to PSACASE@motorolasolutions.com 2. Type PSA Service Request and a brief description of the system issue in the Subject line of the e-mail message. This will become the case title 3. Type Site ID = followed by the site identification number of the system location 4. Type Product Type= followed by the product family type. Choose from the following list:  CAD (OR FRIENDS OF CAD, such as AWW, ATM, AVL and UDT)  CSR (CUSTOMER SERVICE REQUEST)  INFOTRAK, LRMS  JAIL MANAGEMENT (OFFENDERTRAK)  MOBILE APPLICATIONS (PMDC, AIRMOBILE, TXMESSENGER)  NETRMS 5. Type Contact First Name = followed by your first name or the name of the person you would like support personnel to contact 6. Type Contact Last Name = followed by your last name or the name of the person you would like support personnel to contact. 7. Type Phone Number = followed by the area code and phone number where the contact person may be reached 8. Type Severity Level = followed by either severity level 3 or 4. All severity level one or two cases must be opened via the toll-free PSA customer support number 9. Type Problem Description = followed by a comprehensive description of the problem 10. Send the message to us. You will receive an email with your case number for future reference. If an email response is not received, or if you need to open a severity level one or two case, please contact the PSA customer support at 1 800-323-9949 for further assistance. SAMPLE Email Ticket Formatting: Motorola Solutions, Inc. PSV M&SA Exhibit B 14 Version 2-23-12 III. Severity Levels and Case Management Motorola Solutions services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola Solutions to prioritize its resources for availability on our customer’s more severe service needs. Severity level response time defines the actions that will be taken by Motorola Solutions Support team. Due to the urgency involved in some service cases, Motorola Solutions will make every reasonable effort to provide a temporary or work around solution. When a permanent solution is developed and certified through testing, it will be incorporated in to the applicable Supplemental and or Standard Release. SEVERITY LEVEL DEFINITION RESPONSE TIME TARGET RESOLUTION TIME 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down. Telephone conference within one (1) hour of initial voice notification Resolve within twenty-four (24) hours of initial notification 2 Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- around. Note that this may not be applicable to intermittent problems. Telephone conference within three (3) Standard Business Hours of initial voice notification Resolve within seven (7) Standard Business Days of initial notification 3 Non-Critical Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. Telephone or email conference within two (2) Standard Business Days of initial notification Resolve within 180 days in a Motorola- determined Patch or Release. 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. Telephone or email conference within seven (7) Standard Business Days of initial notification At Motorola’s discretion, may be in a future Release. 5 Customer request for an enhancement to System functionality is the responsibility of Motorola’s Product Management. Determined by Motorola’s Product Management. If accepted by Motorola’s Product Management, a release date will be provided with a fee schedule, when appropriate. Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola Solutions adheres to strict policy dictated by the level of problem severity. Motorola Solutions, Inc. PSV M&SA Exhibit B 15 Version 2-23-12 Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 CRITICAL ACTION RESPONSIBILITY 0 Hours Initial service request is placed. Support Analyst begins working on problem and verifies / determines severity level. Support Analyst 2 Hours If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who assigns additional resources. Email notification to Director of Customer Support and Director of System Integration. Support Analyst Customer Support Manager 4 Hours If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support and Director of System Integration to assign additional resources. Email notification to Vice President of System Integration and Vice President Customer Support. Customer Support Manager Director of Customer Support Director of Systems Integration 8 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and account team. Customer Support Manager Director of Customer Support Director of Systems Integration VP of System Integration VP of Customer Support 12 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and account team, Senior Vice President’s of Operations, System Integration, Customer Support and Engineering. Senior Management Support Operations Systems Integration Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola Solutions technical support representative, to include notification to Motorola Solutions management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning. 3.1 Reporting a Problem. Customer will assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed above. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Motorola Solutions call incoming center. Motorola Solutions will notify the Customer if Motorola Solutions makes any changes in Severity Level (up or down) of any Customer-reported problem. 3.2 Motorola Solutions will use best efforts to provide Customer with a resolution for Severity 1 and Severity 2 issues within a reasonable time and in accordance with the assigned Severity Level when Customer allows timely access to the System and Motorola Solutions diagnostics indicate that a Residual Error is present in the Software. Should Customer report an error that Motorola Solutions cannot reproduce, Motorola Solutions may enable a detail error capture/logging process to monitor the System. If Motorola Solutions is unable to correct the reported Residual Error within a reasonable time, Motorola Solutions will escalate its procedure and assign such personnel or designee to correct such Residual Error promptly. Should Motorola Solutions, in its sole discretion, determine that such Residual Error is not present in its Release, Motorola Solutions will verify: (a) the Software operates in conformity to the Motorola Solutions, Inc. PSV M&SA Exhibit B 16 Version 2-23-12 System Specifications, (b) the Software is being used in a manner for which it was intended or designed, and (c) the Software is used only with approved hardware or software. 3.3 Error Correction Status Report. Motorola Solutions will provide verbal status reports on Severity Level 1 and 2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to System Administrator on a monthly basis. IV. Key Responsibilities 4.1 Motorola Solutions Responsibilities 4.1.2 Customer Notifications. Motorola Solutions will provide access to (a) Field Changes; (b) Customer Alert Bulletins; and (c) hardware and firmware updates, as released and if applicable. 4.1.4 Remote Installation. At Customer’s request, Motorola Solutions will provide remote installation advice or assistance for Updates for a fee. 4.1.5 Software Release Compatibility. At Customer’s request, Motorola Solutions will provide: (a) current list of compatible hardware operating system releases, if applicable; and (b) a list of Motorola Solutions Software Supplemental or Standard Releases 4.1.6 On-Site Correction. Unless otherwise stated herein, all suspected Residual Errors will be investigated and corrected from Motorola Solutions facilities. Motorola Solutions will decide whether on-site correction of any Residual Error is required and will take appropriate action. 4.1.15 Support on Motorola Solutions Software Motorola Solutions will provide any required software fixes in the form of either a “patch” or in a Supplemental (maintenance) Release. 4.1.16 Maintenance Contract Administration Motorola Solutions Maintenance Contracts Administration Department manages the maintenance agreement following the warranty term that may be included in the purchase of a Motorola Solutions system. Approximately four months prior to the expiration of the warranty period, the Contracts Administration team will contact the customer to discuss the options available for their specific site. The terms of the agreement can be customized to your agency’s budgetary requirements and cycle. Motorola Solutions offers various levels of support to meet an agency’s requirements, for example:  Telephone, dial in support for software fixes  Varying hours of coverage  Third party vendor services  On-site services  Users Conference  Professional Services 4.1.17 Reports Service history reports and notifications are available from the Motorola Solutions call tracking system. If you are interested in obtaining access to service history reports and ticketing notifications, inquire with your Technical Support Representative. 4.2 Customer Responsibilities Motorola Solutions, Inc. PSV M&SA Exhibit B 17 Version 2-23-12 4.2.1 Initial logging of issue 4.2.2 Assist in assessing severity level 4.2.3 Contact Motorola Solutions to escalate service requests 4.2.4 Parts replacement (if applicable) 4.2.5 Dial in connectivity and telephone access to Motorola Solutions personnel 4.2.6 Anti-virus software. Customer is responsible for running any installed anti-virus software. 4.2.7 Operating System (“OS”) Upgrades. Unless otherwise stated herein, Customer is responsible for any OS upgrades to its System. Before installing any OS upgrade, Customer will contact Motorola Solutions to verify that a given OS upgrade is appropriate. 4.2.8 Trouble Report Form To better assist us in gathering details for analyzing and repairing your system errors, Motorola Solutions has created the Trouble Report Form (page 17). Completion of this form by the customer is voluntary. The Trouble Report form helps Motorola Solutions Technical Support reduce errors by increasing the understanding of the problem description definition. It may also improve repair time by understanding the probability of repeat errors. Additionally, should escalation to Motorola Solutions Engineering team be required, information gathered on this form will aid by potentially avoiding the wait associated with error reoccurrence. Information customers provide on the Trouble Report form will assist Motorola Solutions Support team expedite the troubleshooting process. Your assistance in providing the information is appreciated. Once you complete the form, please e-mail or fax this form to the Technical Support Representative assigned to work on the issue reported. Motorola Solutions, Inc. PSV M&SA Exhibit B 18 Version 2-23-12 Trouble Report Form Agency Name: Motorola Solutions Case Number: Contact Name: E-mail Address: Contact Phone: Contact Fax: Severity Level: CAD Correction#: Subject: Product/Version: Problem Description: Please ensure that the description provided is as detailed as possible. By including accurate details, Motorola Solutions opportunity to resolve the issue promptly and successfully increases. Please be sensitive to the use of verbiage that is specific to your agency or area of the country. Full understanding of the facts on a reported issue increases Motorola Solutions probability of locating a root cause and achieving a timely resolution. Steps to Duplicate: Motorola Solutions understands that duplication is not always easy. However, if you are able to duplicate the issue, providing us with the detailed keystrokes will greatly improve our ability to correct the issue in question. When unable to duplicate the issue on demand, providing us with detailed steps that preceded the issue reported will greatly help. Step One: Step Two: Step Three: Step Four: Step Five: Step Six: Step Seven: Additional Steps: Expected Results: Actual Results: Configuration Checked: Motorola Solutions, Inc. PSV M&SA Exhibit B 19 Version 2-23-12 V. Customer Call Flow To Be Provided By Customer VI. Contact Information Motorola Solutions Contacts CONTACT PHONE NUMBER Motorola Solutions System Support Center (800) 393-9949 Doug Walkinshaw Director, Customer Support Doug.Walkinshaw@motorolasolutions.com (850) 225-6242 Gayle Leary Technical Support – Public Service Gayle.Leary@motorolasolutions.com (850) 803-1820 Shelley Rhoads Customer Support Business Manager srhoads@motorolasolutions.com (951) 934-3285 Customer Contacts (to be provided by Customer) Customer Agency Name: Address: City, State and Zip: Billing Contact Name: Phone No: Fax No: Email: Backup System Administrator Name: Phone No: Fax No: Email: Service Escalations Contact Name: Title: Phone No: Email: Motorola Solutions, Inc. PSV M&SA Exhibit C 20 Version 2-23-12 Prepared by: Christine Lay, (909) 598-2964, christinelay@motorolasolutions.com Exhibit C SUPPORT PLAN OPTIONS AND PRICING WORKSHEET Maintenance and Support Agreement # 1035 Term Length 12 Months Term Start Date April 1, 2015 Term End Date March 31, 2016 CUSTOMER AGENCY Augusta Georgia BILLING AGENCY Augusta Georgia Address 530 Greene Street Annex 101 Address 530 Greene Street Annex 101 City, State, Zip Augusta, GA 30901 City, State, Zip Augusta, GA 30901 Contact Name Mike Blanchard Contact Name Mike Blanchard Contact Title Deputy Director IT Contact Title Deputy Director IT Telephone Number (706) 821-2862 Telephone Number (706) 821-2862 Fax Number (706) 821-2530 Fax Number (706) 821-2530 Email Address Blanchard@augustaga.gov Email Address Blanchard@augustaga.gov For support and updates on products below, please contact Motorola Solutions Public Service Application’s Customer Support: (800) 323-9949 Option 2, Option 6, then select the corresponding product prompts as follows: 6 CSR PRODUCTS PremierOne CSR Infor Radio Asset Management Cityworks Custom Interfaces CSR Other Administrative Hearings (AHMS) MOTOROLA SOLUTIONS SERVICES TERM FEES STANDARD SUPPORT SERVICES $ 44,238.00 1 Customer Support Plan $ Included 2 Case Management 24X7 $ Included 3 Technical Support Monday through Friday 8:00 a.m. to 5:00 p.m. Customer local time $ Included 4 Third-party Vendor Coordination $ Included 5 On-site Support (when applicable) $ Included 6 $ Included 7 SW Releases: Standard & Supplemental $ Included 8 Access to Users Group Site $ Included SUPPLEMENTAL SERVICE OPTIONS Service Descriptions Available Upon Request 1 24x7 Technical Support Svcs $ N/A 2 Time and Materials $ N/A 3 Professional Services Training $ N/A 4 Professional Services Upgrades $ N/A 5 Preventive Maintenance $ N/A 6 Users Conference Advance Purchase $ N/A 7 On-site Support (Dedicated Resource) $ N/A 8 GeoFile Services $ N/A MOTOROLA SOLUTIONS TOTAL FEES $ 44,238.00 USERS CONFERENCE ATTENDANCE ADVANCE PURCHASE DETAILS Users Conference Attendance ($2,650 per Attendee) Year 2015 Number Attendees 0  Registration fee  Roundtrip travel for event (booked by Motorola Solutions)  Hotel accommodations (booked by Motorola Solutions)  Rental car (booked by Motorola Solutions)  Daily meal allowance (determined by Motorola Solutions guidelines) TERM GRAND TOTAL* *Excludes taxes if applicable $ 44,238.00 Public Safety Committee Meeting 2/23/2015 1:20 PM PremierOne CSR Annual Maintenance Department:Information Technology Caption:Approve payment of Annual Maintenance for PremierOne CSR Software used by 311. Background:Augusta entered into a contract with Motorola in 2012 to use Motorola's PremierOne CSR Software as the customer service interface for the 311 Department. 311 serves as Augusta's first line of customer service to the citizens, and the PremierOne CSR is the software that they use to track calls. Analysis:PremierOne CSR is used to 1) enter call information, 2) categorize work, 3) assign work to the department that needs to address the concern, and 4) enter call resolution information. The software includes reporting and analysis tools that can help track particular problem areas, as well as ensure that 311 can communicate with citizens that call in with problems. The Annual Maintenance payment entitles Augusta to receive help desk support and updates to the software in order to keep it current with newer operating systems and databases. The attached document serves as our invoice and description of services through Motorola. Financial Impact:The payment of the annual maintenance will cost $44,238 from IT's 2015 operating budget. This item was included in the budget for 2015. Alternatives:N/A Recommendation:Approve payment of Annual Maintenance for PremierOne CSR Software used by 311 Funds are Available in the Following Accounts: 101015410.5223110 $44,238 REVIEWED AND APPROVED BY: Procurement. Information Technology. Finance. Law. Administrator. Clerk of Commission Public Safety Committee Meeting 2/23/2015 1:20 PM Tim Hollobaugh Department:Clerk of Commission Caption:Presentation by Mr. Tim Hollobaugh regarding lack of disability parking enforcement resulting in risk to public safety and helps to segregate disabled citizens causing liability to county. Background: Analysis: Financial Impact: Alternatives: Recommendation: Funds are Available in the Following Accounts: REVIEWED AND APPROVED BY: