Enterprise Mobility Software Support

Support

Get instant access to the information and resources you need to keep your Motorola products operating at peak performance. Support Central is your one-stop location for product manuals, software downloads and developer tools — and for registering products, requesting repairs and checking the status of requests.

Resources

Get instant access to the information and resources you need to keep your Motorola products operating at peak performance. Support Central is your one-stop location for product manuals, software downloads and developer tools — and for registering products, requesting repairs and checking the status of requests.

Feature

Access to software releases The most cost-effective means to keep your enterprise mobility products updated. Around-the-clock support availability: 24x7x365 Provides the support you need, when you need it with full access to technical support resources by telephone or e-mail. Priority call handling with defined escalation processEnsures timely resolution of issues to help keep your enterprise mobility products trouble-free and operating at peak performance. Convenient software downloads from password protected support site Provides around-the-clock access to software releases. Unlimited number of support cases per month Lowers total cost of ownership — unlimited number of support calls and cases at a pre-defined annual cost. Easy access to online, self-service web portal Puts essential support tools and resources right at your fingertips.

Services: Details

Protect your critical enterprise mobility products
Your Motorola enterprise mobility products keep your employees connected and productive as they move throughout your facility. Help ensure these critical devices continue to run at optimal efficiency with Motorola Enterprise Mobility Software Support. This crucial service includes anytime access to software releases and technical support resources, including an unlimited number of support cases.

Maximize performance with the latest functionality
Make the most of your enterprise mobility investment with full access to entitled software1 releases throughout the term of your service contract. With updated software, software-related issues are minimized, keeping your employees up and running and connected to your business systems.

The expert support you need … when you need it
This critical support program helps ensure maximum network uptime with full access to technical experts. Whether you need help configuring a mobile device or resolving a software issue, Motorola experts are ready and waiting to take your call — 24 hours a day, 7 days a week, 365 days a year*.. Your call will be immediately routed to a technical support agent who will begin problem diagnosis and manage the issue through resolution. Your call will be escalated to our engineering experts as needed to help ensure rapid return to operations.

Outstanding value — and return on investment
As the developer and manufacturer, Motorola provides superior expertise to meet your support needs for your enterprise mobility products. This valuable software support program provides access to the technical resources you need to maximize performance, security, and reliability for your enterprise devices at a predictable cost. And by minimizing software-related downtime, this service helps keep your enterprise mobility products running at an optimal level — improving the overall return on investment for your Motorola enterprise mobility solution.

1 Software refers to computer programs in machine-readable form included in the Product, which are essential to the functionality thereof as specifically stated in the Product published specifications (also referred to as “Core Product Software”). New Software Releases, such as major Operating System version updates or other Software Releases that provide significant new functionalities or performance ("Major Releases") are not included.

Services: At a Glance

Deliverable
Warranty: Core Product Software
Enterprise Mobility Software1 Support

Length of time
Coincident with specific product warranty period
1 year (multi-year Service from the Start agreements are available)

Service window
9 hours (Customer's local time, 8 a.m. -5 p.m.) 5 days (Monday - Friday)
24 hours, 7 days, 365 days a year 2

Telephone response time
Next business day
Immediate routing to a technical support engineer

Telephone assistance for replicable non-conformance issues
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Access to service release identified by our technicians to address a specific replicable non-conformance issue (“software patch”)
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Access to software releases (includes maintenance releases and patches)
 
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Full access to technical telephone/e-mail support resources for general installation, configuration, and operational issues for entitled Core Product Software
 
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Unlimited support requests
 
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1.Software refers to computer programs in machine-readable form included in the Product, which are essential to the functionality thereof as specifically stated in the Product published specifications (also referred to as “Core Product Software”). New Software Releases, such as major Operating System version updates or other Software Releases that provide significant new functionalities or performance ("Major Releases") are not included.

2.Local language support is provided during standard business hours Monday–Friday 8 a.m. to 5 p.m. (customer’s local time) in North American and Latin America, Monday–Friday 8 a.m. to 7 p.m. (CET) in Europe, the Middle East and Africa (EMEA), and Monday–Friday 8 a.m. to 8 p.m. (Australian EST) in Asia Pacific (APAC). After-hours support is provided through the Motorola Enterprise Mobility support center in English only. In addition, e-mail support is provided Monday-Friday 8 a.m. to 7 p.m. (CET) in EMEA and Monday-Friday 8 a.m. to 8 p.m. (Australian EST) in APAC.

Services: Coverage

Motorola Enterprise Mobility Software Support is available worldwide for Motorola mobile computers, scanners, and RFID products. Motorola Enterprise Mobility Software Support provides full access to technical support resources and entitles software release downloads for Core Product Software, as described in the Motorola Enterprise Mobility Software Support Service Description Document. For complete program details, eligible products, and information about availability in a specific country, please contact your local Motorola Enterprise Mobility business representative or business partner.