Gateway Technical Assistance Center Clause Samples

Gateway Technical Assistance Center a. The GTAC will be available to provide Iridium with telephone-based technical consultation 7 days per week, 24 hours per day. The GTAC staff will follow Motorola established procedures for IIU Equipment problem logging, reporting, tracking, escalation, and closure. All calls and written or electronic correspondence will be transacted in the English language. Iridium will pay telephone charges for calls to the GTAC. Motorola will pay telephone charges for calls returned to the IIU operator on duty. b. The GTAC staff will operate in real-time to aid the IIU operator to confirm problem isolation and troubleshooting. c. Problems which cannot be directly resolved by the GTAC staff will be referred to subsystem suppliers. Motorola shall assign the concern as Service Affecting, Performance Affecting or Bothersome. d. Problems reported through the GTAC will be tracked, compiled, and analyzed in terms of trend analysis and quality metrics tracking. e. The GTAC staff will also provide assistance to the IIU operator during the Iridium-performed installation of new Software releases. This assistance will include, but is not limited to, the designation of loading and back-out provisions."
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