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Assist

If your agency is staffed to manage and maintain its own equipment, ASSIST gives you two key services, plus available options, to reduce the burden on your team to “do it all” and boost confidence in your equipment.

Premium Technical Support

Your community relies on you 24/7/365, so you need critical communications support around the clock throughout the year. If a system goes down at 2 a.m., we’ll provide technical expertise to answer questions, resolve issues and get you up and running. As a Premium Technical Support (PTS) customer, your call becomes our top priority. That means:

• Priority access to Level 3 and 4 support for both L3Harris and third‑party software and hardware support assets
• Guaranteed one‑hour emergency and two‑hour non‑emergency response times, around the clock, throughout the year
• Coordination with on‑site technical resources
• Total access to our Tech‑Link Website filled with resources and product details for fast, easy answers and fixes
• Management and license renewal of third-party software used in the VIDA System

Standard Repair Service

L3Harris equipment is rugged and reliable. Even so, repairs are sometimes necessary. With this cost-effective program, we’ll help you budget for the unexpected and get fast, factory repairs. Standard Repair Services are optional in the Assist and Partner Tiers and standard in the Managed Tier. For even greater confidence, on‑demand services and annual preventive maintenance services are available for an additional charge.

• Budget for unexpected repairs
• Get service from the experts at an affordable rate
• Covers components such as infrastructure, dispatch and site equipment

Security Update Management Service⁺ (SUMS⁺)

Third Party Software is a critical part of today’s all-IP Public Safety communications infrastructure. It also presents a security vulnerability for your operation as they are the target of cybersecurity attacks. As threats evolve, frequent patches for diverse operating systems are released by vendors. Our SUMS⁺ program provides:

• Testing and automatic management of third-party operating system patches for multiple platforms and applications
• Reduction of compliance risks and installation times
• Access to IAVM’s (Information Assurance Vulnerability Management) tables on InfoCenter—get regular IAVM alerts and Software Release notes featuring clear compatibility and installation details you can view on a single console

On-Demand Services (Available Option)

There may be a situation when service is needed that goes beyond the level you’ve selected. You have equipment damaged by vandals, abuse or neglect. Your area gets hit with a weather‑related event and there are damages beyond human control. In these hard‑to‑predict situations, On‑Demand Services become important. Our experienced team:

• Quickly assesses your needs
• Provides a fast‑track quote for time and materials
• Resolves your needs as soon as possible

Partner

Much more than emergency support, the PARTNER level means you have L3Harris working side‑by‑side with you to ensure your communications equipment is kept current and ready.

Premium Technical Support

Your community relies on you 24/7/365, so you need critical communications support around the clock throughout the year. If a system goes down at 2 a.m., we’ll provide technical expertise to answer questions, resolve issues and get you up and running. As a Premium Technical Support (PTS) customer, your call becomes our top priority. That means:

• Priority access to Level 3 and 4 support for both L3Harris and third‑party software and hardware support assets
• Guaranteed one‑hour emergency and two‑hour non‑emergency response times, around the clock, throughout the year
• Coordination with on‑site technical resources
• Total access to our Tech‑Link Website filled with resources and product details for fast, easy answers and fixes
• Management and license renewal of third-party software used in the VIDA System

Standard Repair Service

L3Harris equipment is rugged and reliable. Even so, repairs are sometimes necessary. With this cost-effective program, we’ll help you budget for the unexpected and get fast, factory repairs. Standard Repair Services are optional in the Assist and Partner Tiers and standard in the Managed Tier. For even greater confidence, on‑demand services and annual preventive maintenance services are available for an additional charge.

• Budget for unexpected repairs
• Get service from the experts at an affordable rate
• Covers components such as infrastructure, dispatch and site equipment

Security Update Management Service⁺ (SUMS⁺)

Third Party Software is a critical part of today’s all-IP Public Safety communications infrastructure. It also presents a security vulnerability for your operation as they are the target of cybersecurity attacks. As threats evolve, frequent patches for diverse operating systems are released by vendors. Our SUMS⁺ program provides:

• Testing and automatic management of third-party operating system patches for multiple platforms and applications
• Reduction of compliance risks and installation times
• Access to IAVM’s (Information Assurance Vulnerability Management) tables on InfoCenter—get regular IAVM alerts and Software Release notes featuring clear compatibility and installation details you can view on a single console

Software Managed Services

Your software is the lifeblood of your communications. And it’s always evolving. Be sure you’re getting the newest releases for your system on a timely basis, plus functionality and efficiency improvements, enhanced capabilities and the ability to add new licensed features. With Software Managed Services, you get:

• Periodic software releases specific to your system, radio terminals and programming components
• Replacement media if it becomes corrupt or damaged
• Comfort in knowing you have the latest, most versatile, most secure software available

Annual Preventive Maintenance

The best way to keep your equipment working at peak performance is through preventive maintenance. This service includes regularly scheduled tests, checks and alignment of your equipment to optimize your system’s performance and ensure it meets factory and FCC specifications. Together, we can:

• Tune and align System RF base stations to optimize performance
• Verify all System Core software revision levels are installed and operating properly
• Verify the System’s anti-virus software is installed and operating properly

Annual Preventive Maintenance is optional in the Partner Tier and Standard in the Managed Tier.

Enhanced Preventive System Maintenance

In addition to the Annual Preventive Maintenance described above, the L3Harris Service Managed program provides for additional maintenance tasks to ensure your System operates to meet your critical communications requirements.

Additional services available include:

• Validate System Redundancy by switching cores while in operation
• Perform Simulcast Distributed Control Point failover testing
• Tune and align analog and paging system base stations
• Perform Symphony Console hardware inspection, disk clean‑up and much more

Software Installation Management (Available Option)

L3Harris manages the installation of your system’s SMS software and SUMS⁺ security updates to keep your equipment running at peak performance. We’ll agree on an installation schedule, identify anticipated equipment outage times and provide a summary report with each installation. Benefits include:

• We’ll keep you up‑to‑date on the latest software versions — no tracking or guesswork
• L3Harris will install your system’s SMS software and SUMS⁺ security updates, reducing your system’s risk from vulnerabilities
• We double‑check compatibility with your hardware and other software programs, so your system runs at maximum efficiency

SMS Installation is standard in the Partner and Managed Tiers.

SUMS Installation is optional in the Partner Tier and standard in the Managed Tier.

Network Hardware Upgrade (Available Option)

Harris will provide periodic infrastructure hardware upgrades to keep your network platform compatible with the latest system software release and maintain functionality of your initial system. This service:

• Eliminates obsolete network products from your configuration
• Paves the way for additional new features and functionality
• Includes all VIDA Core servers and System‑wide networking equipment

On-Demand Services (Available Option)

There may be a situation when service is needed that goes beyond the level you’ve selected. You have equipment damaged by vandals, abuse or neglect. Your area gets hit with a weather‑related event and there are damages beyond human control. In these hard‑to‑predict situations, On‑Demand Services become important. Our experienced team:

• Quickly assesses your needs
• Provides a fast‑track quote for time and materials
• Resolves your needs as soon as possible

On-Site Corrective Maintenance

If a system issue occurs, On-Site Corrective Maintenance will restore the system to its original operational capability through these services:

• Remote diagnostics and troubleshooting
• Dispatch of an L3Harris technician to the customer location to complete diagnostics
• Repair or replacement of defective components with a customer-purchased spare part
• Confirmation of system functionality after repair is completed
• Management of the RMA process for return and repair of equipment

VIDA^® Secure Sentry

Cybersecurity attacks on critical IT infrastructure are on the rise. The L3Harris VIDA^® Secure Sentry service provides an additional level of protection for your VIDA system. We apply settings, controls and software updates on third-part software products to the L3Harris infrastructure as recommended by the Security and Technical Implementation Guidelines (STIGs) each quarter. VIDA^® Secure Sentry services include:

• Obtain Vulnerability Management Program Alerts and Bulletins issued by the Department of Defense Computer Emergency Response Center (DoD-CERT) and apply applicable remediation efforts in the quarterly VIDA^® Secure Sentry release
• Maintain a Plan of Action and Milestones (POA&M) for any outstanding Information Assurance Vulnerability Management (IAVM) alerts, bulletins and corresponding updates not yet included in current release content
• Obtain relevant software security updates as made available from third-party vendors
• Test updates to confirm that they do not degrade or compromise system functionality within standard supported configurations on a dedicated VIDA system
• Include documentation for installation, recommended configuration changes, and identified issues and remediation for each update release

MANAGED

The MANAGED level is for organizations that want to transfer the day‑to‑day operations and maintenance of their communications technology to our experienced team to ensure optimal performance.

Premium Technical Support

Your community relies on you 24/7/365, so you need critical communications support around the clock throughout the year. If a system goes down at 2 a.m., we’ll provide technical expertise to answer questions, resolve issues and get you up and running. As a Premium Technical Support (PTS) customer, your call becomes our top priority. That means:

• Priority access to Level 3 and 4 support for both L3Harris and third‑party software and hardware support assets
• Guaranteed one‑hour emergency and two‑hour non‑emergency response times, around the clock, throughout the year
• Coordination with on‑site technical resources
• Total access to our Tech‑Link Website filled with resources and product details for fast, easy answers and fixes
• Management and license renewal of third-party software used in the VIDA System

Standard Repair Service

L3Harris equipment is rugged and reliable. Even so, repairs are sometimes necessary. With this cost-effective program, we’ll help you budget for the unexpected and get fast, factory repairs. Standard Repair Services are optional in the Assist and Partner Tiers and standard in the Managed Tier. For even greater confidence, on‑demand services and annual preventive maintenance services are available for an additional charge or included at the .

• Budget for unexpected repairs
• Get service from the experts at an affordable rate
• Covers components such as infrastructure, dispatch and site equipment

Security Update Management Service⁺ (SUMS⁺)

Third Party Software is a critical part of today’s all-IP Public Safety communications infrastructure. It also presents a security vulnerability for your operation as they are the target of cybersecurity attacks. As threats evolve, frequent patches for diverse operating systems are released by vendors. Our SUMS⁺ program provides:

• Testing and automatic management of third-party operating system patches for multiple platforms and applications
• Reduction of compliance risks and installation times
• Access to IAVM’s (Information Assurance Vulnerability Management) tables on InfoCenter—get regular IAVM alerts and Software Release notes featuring clear compatibility and installation details you can view on a single console

Software Managed Services

Your software is the lifeblood of your communications. And it’s always evolving. Be sure you’re getting the newest releases for your system on a timely basis, plus functionality and efficiency improvements, enhanced capabilities and the ability to add new licensed features. With Software Managed Services, you get:

• Periodic software releases specific to your system, radio terminals and programming components
• Replacement media if it becomes corrupt or damaged
• Comfort in knowing you have the latest, most versatile, most secure software available

Annual Preventive Maintenance

The best way to keep your equipment working at peak performance is through preventive maintenance. This service includes regularly scheduled tests, checks and alignment of your equipment to optimize your system’s performance and ensure it meets factory and FCC specifications. Together, we can:

• Tune and align System RF base stations to optimize performance
• Verify all System Core software revision levels are installed and operating properly
• Verify the System’s anti‑virus software is installed and operating properly

Annual Preventive Maintenance is optional in the Partner Tier and Standard in the Managed Tier.

Enhanced Preventive System Maintenance

In addition to the Annual Preventive Maintenance described above, the L3Harris Service Managed program provides for additional maintenance tasks to ensure your System operates to meet your critical communications requirements.

Additional services available include:

• Validate System Redundancy by switching cores while in operation
• Perform Simulcast Distributed Control Point failover testing
• Tune and align analog and paging system base stations
• Perform Symphony Console hardware inspection, disk clean‑up and much more

Network Operations Center (NOC) Monitoring

NOC Monitoring provides real‑time 24/7/365 observation of your radio system. To reduce downtime, this service ensures quick identification of existing or potential network issues and action to correct those matters. Services include:

• Around‑the‑clock monitoring throughout the year
• Remote support from L3Harris engineers, field techs, customer representatives and appropriate subcontractors/vendors
• Documentation of alarm activity in real time via the web, and as a monthly summary email report

Additional NOC Services available include:

Custom NOC Services
Includes Advanced Maintenance System incident logging for additional troubleshooting, real‑time notifications customized to specific equipment and web access to new work order status.

Enhanced NOC Services
Includes numerous digital and physical security features, such as facility and environmental alarms, monitoring of transport backbone alarms integrated in RNM, security clearance verification, maintenance of a cleared vendor personnel list, door and gate alarms, motion detectors, plus video cameras and card key access.

Software Installation Management

L3Harris manages the installation of your system’s SMS software and SUMS⁺ security updates to keep your equipment running at peak performance. We’ll agree on an installation schedule, identify anticipated equipment outage times and provide a summary report with each installation. Benefits include:

• We’ll keep you up‑to‑date on the latest software versions — no tracking or guesswork
• L3Harris will install your system’s SMS software and SUMS⁺ security updates, reducing your system’s risk from vulnerabilities
• We double‑check compatibility with your hardware and other software programs, so your system runs at maximum efficiency

SMS Installation is standard in the Partner and Managed Tiers.

SUMS Installation is optional in the Partner Tier and standard in the Managed Tier.

Network Hardware Upgrade

L3Harris will provide periodic infrastructure hardware upgrades to keep your network platform compatible with the latest system software release and maintain functionality of your initial system. This service:

• Eliminates obsolete network products from your configuration
• Paves the way for additional new features and functionality
• Includes all VIDA Core servers and System‑wide networking equipment

Rapid Response Service Level Agreement (SLA)

L3Harris provides enhanced on‑site response 24x7x365 when System issues are detected. Specific terms can be customized to maximize your System’s availability and maintain the level of communications your users demand.

This 24x7x365 service will provide a response to severity priority level 1 and 2 issues.

This service includes:

• Notification that a problem resolution action is initiated (telephone or remote diagnostics)
• Providing a 24x7x365 call number and timed escalation plan
• Coordinating and dispatching on‑site technicians to meet your unique system requirements
• Equipping local technicians with all‑weather vehicles, storm gear, storm training and calibrated test equipment at all times
• Tracking incidents and updating customer of any actions

Cybersecurity Assessments

The L3Harris Information Assurance team focuses on the operational integrity of your network to minimize cybersecurity risks. We check your system configuration for vulnerabilities, and after your system check you receive an evaluation report that helps to:

• Ensure your configuration is current with all third-party security patches
• Guide system changes needed to close significant security gaps
• Give you clarity and increased peace of mind regarding the cybersecurity of your critical communications infrastructure

Obsolescence Protection

In addition to the Core hardware covered by Planned Network Upgrades, the L3Harris Managed Service Program provides additional System hardware to keep your System operating on the latest technology available from Commercial off‑the‑shelf providers and L3Harris. Additional hardware covered by the Obsolescence Protection package includes Symphony and third‑party console computers, Interoperability Gateway devices, EDACS Migration Gateway server and L3Harris supplied Storage Array Networks.

• Keep track of end‑of‑life announcements and identify product replacements for your hardware platform
• Plan and manage installation of those replacements as needed
• Make budget planning easier by ensuring long system life and predictable costs

On-Demand Services (Available Option)

There may be a situation when service is needed that goes beyond the level you’ve selected. You have equipment damaged by vandals, abuse or neglect. Your area gets hit with a weather‑related event and there are damages beyond human control. In these hard‑to‑predict situations, On‑Demand Services become important. Our experienced team:

• Quickly assesses your needs
• Provides a fast‑track quote for time and materials
• Resolves your needs as soon as possible

On-Site Corrective Maintenance

If a system issue occurs, On-Site Corrective Maintenance will restore the system to its original operational capability through these services:

• Remote diagnostics and troubleshooting
• Dispatch of an L3Harris technician to the customer location to complete diagnostics
• Repair or replacement of defective components with a customer-purchased spare part
• Confirmation of system functionality after repair is completed
• Management of the RMA process for return and repair of equipment

VIDA^® Secure Sentry

Cybersecurity attacks on critical IT infrastructure are on the rise. The L3Harris VIDA^® Secure Sentry service provides an additional level of protection for your VIDA system. We apply settings, controls and software updates on third-part software products to the L3Harris infrastructure as recommended by the Security and Technical Implementation Guidelines (STIGs) each quarter. VIDA^® Secure Sentry services include:

• Obtain Vulnerability Management Program Alerts and Bulletins issued by the Department of Defense Computer Emergency Response Center (DoD-CERT) and apply applicable remediation efforts in the quarterly VIDA^® Secure Sentry release
• Maintain a Plan of Action and Milestones (POA&M) for any outstanding Information Assurance Vulnerability Management (IAVM) alerts, bulletins and corresponding updates not yet included in current release content
• Obtain relevant software security updates as made available from third-party vendors
• Test updates to confirm that they do not degrade or compromise system functionality within standard supported configurations on a dedicated VIDA system
• Include documentation for installation, recommended configuration changes, and identified issues and remediation for each update release

System Administration

Customers frequently add agencies and users to their system requiring changes to the VIDA system administration database. L3Harris will provide these management services:

• Updating the Unified Administration Database (UAS) of radio terminals authorized to operate on equipment by adding, deleting and/or modifying listed radio terminals
• Initiate radio terminal Disable/Enable commands at your request
• Provide lists of terminals configured and authorized for system operation
• Provide system usage reports including Busy Hour, Call Activity, Channel and System Profiled Statistics, Group Utilization, Group Affiliation and User Login

Select the plan that works best for your organization, your budget, and your resource strategy. We’re here to fully discuss the options or create a custom plan that meets your needs.