Model
ASTRO25 EXPRESS SERVICES
Ordering Information
Executive Summary
ASTRO 25 Express is a modular approach to Project 25 interoperability, providing right-sized solutions for mission-critical communications.
A cost-effective, single remote site P25 voice system rapidly delivered and deployed with the capability to grow within the ASTRO 25 portfolio as customer needs change. ASTRO 25 Express System with a GTR 8000 Expandable Site Subsystem is a single-site, standalone FDMA or TDMA trunking system supporting up to 18 channels.
ASTRO Express is designed to optimize channel capacity requirements operating in the following bands:
700 MHz / 800 MHz / 900 MHz / UHF R1 (380-435 MHz) / UHF R2 (435-524 MHz) / VHF (136-174 MHz)
Day to day radio network management is critical to ensure our customers systems are operational at all times. The following support services offer the critical coverage for all ASTRO 25 Express Remote Sites. ASTRO Express sites with D series configuration is NOT available at this point.
Service Overview
Model
ASTRO 25 Express Services are supported by Motorola’s global integrated services, top-tier technical support technicians, 900 Motorola Service Providers, and certified repair facilities. Services for this setup can be quoted via SQT, CPQT, or Q2SC. All service contracts for this setup are processed through Q2SC, just like the rest of the ASTRO Infrastructure services.
ASTRO Express configuration cannot be monitored, so packages at the advanced level and above will not be applicable. ASTRO Express should be quoted like a standard remote site. Please contact the lifecycle service consultants to request a custom SUA for this configuration. Some of the key service descriptions are listed below.
Remote Technical Support
Remote Technical Support service provides continuous centralized remote telephone support for technical issues that require a high level of ASTRO 25 solutions expertise or troubleshooting on ASTRO 25 Express equipment. Once a trouble call is received from the customer technical resource, Motorola immediately begins diagnosis of the event. This may also include remotely connecting and interrogating the ASTRO 25 Express system, running appropriate diagnostics, characterizing the problem, and remotely restoring the affected device or subsystem. If a remote fix is not possible, if the customer has a current Onsite Infrastructure Response & Dispatch service contract, a field technician will be dispatched to the site. Motorola will engage relevant engineering resources, as required, to resolve the issue.
Infrastructure Repair & Infrastructure Repair with Advanced Replacement
Infrastructure Repair service covers all Motorola Solutions-manufactured equipment, as well as select third-party infrastructure vendor equipment. Factory-trained and certified technicians troubleshoot, analyze, test, and repair your equipment at Motorola's IDO.
Infrastructure Repair with Advanced Replacement will provide a customer with an Advanced Replacement unit(s) or FRU(s) in exchange for Customer's malfunctioning FRU(s), if stock is available. Non-standard configurations, Customer-modified Infrastructure and certain third party Infrastructure are excluded from Advanced Replacement service. Malfunctioning FRU (s) will be evaluated and repaired by IDO and returned to IDO FRU inventory upon completion of repair.
Replacement units and Field Replaceable units will be shipped directly to the Customer. Shipments will be made to customer prior to receiving the Customer’s damaged unit in the service center. In NA calls must be received before 7 p.m. (EST) for the Infrastructure to ship the day the call is placed (excludes MSI-observed holidays).
Dispatch Service
With Motorola Dispatch Service, all a customer has to do is make one phone call and their system response and restoration process begins immediately. Dispatch ensures that local, trained and qualified technicians will arrive at their location within hours to diagnose and restore their communications network. Following proven response and restoration processes, Motorola Dispatch contacts the local authorized service center in their area and dispatches a qualified technician to their site. An automated escalation process ensures that technician site arrival and system restoration comply with contracted response and restore times. Once the issue has been addressed, the CMSO Service Desk verifies resolution and with the customer's approval, closes the case. Activity records are also available to provide a comprehensive history of site performance, issues, and resolution.
Network Preventive Maintenance
Network Preventive Maintenance is a service that will provide an operational test and alignment, as applicable, on the customer's equipment (infrastructure or fixed network equipment only) to ensure the equipment meets original manufacturer's specifications. Motorola's large network of service helps the customer plan and schedule the annually preventive maintenance of their network to meet their operational timelines.
Network Preventive Maintenance assures that the customer's network is up and running in top condition. This service proactively detects those potential issues that may result if the equipment is not meeting original manufacturer's specifications. Customers can help prevent a system malfunction and minimize their costly repairs, thus managing their maintenance budget.
Motorola's technicians have immediate access to engineering design teams and multiple technology experts. The technicians are equipped with detailed checklists describing what and how the pieces of equipment need servicing. The customer can take advantage of the Network Preventive Maintenance service to maximize their network uptime.
Over 600 customers have entrusted their network support to Motorola with the Network Preventive Maintenance service. Many of these customers (Federal, State & Local Government, Police & Fire entities, etc) rely on this service to keep their systems performing consistently.
NOTE: The terms and conditions of all Statement of Works (SOW) are an integral part of Motorola's Service Terms and Conditions or other applicable agreement to which it is attached and made a part thereof by this reference.
Features
Technical Support | Infrastructure Repair & Infrastructure Repair with Advanced Replacement | Dispatch Service | Onsite Infrastructure Response - Standard, Limited & Premier Options | Network Preventive Maintenance |
Remote Diagnostic & Troubleshooting | Manage Original Equipment Manufacturer (OEM) repair process, coordination, and testing | Escalation Management | Motorola Technical Expertise | Trained Technical Expertise on-site |
Laboratory Simulation of System Issues | Equipment shipped and replaced before original equipment returned | Computer Aided Dispatch | On-site Motorola Authorized Servicer | Access to local Motorola servicer |
Access to Motorola Technical Expertise |
| Activity Reporting | 24 Hour/365 day service availability | Provides interface to Motorola |
24 Hour/365 Day Service Availability |
| 24 Hour/365 Day Service Availability |
| Preventative Maintenance Check |
|
| Single Point of Contact |
|
|
|
| Electronic Case Tracking |
|
|
|
| Toll Free Service Number (800) 221-7144 |
|
|
Statement of Work
All Services Statement of Work can be accessed here.
Definitions
Capitalized terms used in this legally approved Statement of Work and not otherwise defined within the Statement of Work or System Agreement have the following
Configuration
Models & Options
Ship Card
Data Not Available