cabarrus county board of commissioners regular meeting november ...

2.2.2. Operator will provide level of access to personnel approved by the CabarrusAdministratorneeded to make subscriber update changes to the User ConfigurationManager (UCM).2.3. Service Level Requirements for Emergency Service Calls. The Operator shall comply withthe following “Service Levels for Emergency Service Calls.”2.3.1. Definition of Emergency Service Calls. Severity Level 1 calls as defined in thechart below shall constitute “Emergency Service Calls.” All Severity Level 2 and belowservice calls shall constitute “Routine Service Calls, and shall be subject to Section 2.4 ofthis Exhibit.Severity LevelSeverity 1Total loss of communications or functionality.Affected equipment is in excess of 20% atany one site or location. 7X24 responseTHIS IS DENOTED BY THE CABARRUSAGENCIES AS AN EMERGENCY SERVICECALLSeverity 2Network impaired, but affected equipment isnot in excess of 33% at any one site orlocation. 8X5 standard business dayresponse.THIS IS DENOTED BY THE CABARRUSAGENCIES AS A "ROUTINE SERVICECALL".ALL SEVERITY 2 AND BELOW ARE"ROUTINE SERVICE CALLS"Severity 3Non-critical questions. Technician is not onsite. 8X5 standard business day response.ROUTINESeverity 4Specific statement of work performed atscheduled date.ROUTINEProblem Type and examples (If applicable)Regional controller down. Network Down.Network in "Site trunking" (HP or Databaseserver down).Console down.Configuration issues - Single X-terminalproblem (local or remote).Trackball brokenUpgrades or intermittent problems, Networkproblems presently being monitored.Parts Question.Scheduled Preventative Maintenance.Scheduled upgrades and Network expansions.2.3.2. Service Levels for Emergency Service CallsService Level for EmergencyService CallsTelephone Answering by HumanOperator (land line, cellular orradio)Call LoggingResponse To Emergency Service Calls100% of calls answered will be answered by a Human Operator.This is currently Motorola’s responsibility.100% of onsite emergency calls logged within 1 hour.F-220Attachment number 1Page 270