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When an event is detected,Motorola trained technologists acknowledge and assess that situation,then <br /> conduct remote diagnostic routines,and initiate an effective response. Such responses could include, <br /> but are not limited to,continuing to monitor the event for further developments, attempting remote <br /> restoration,or transferring the event information via a case for the dispatch of a local service <br /> technician.The technician will respond to the customer location based on pre-determined severity <br /> levels and response times.Motorola maintains contact with the onsite technician until the system is <br /> restored and the case closed.Motorola will continuously track and manage case activity from open to <br /> close through an automated case-tracking process,which allows for time activity and performance <br /> reports. <br /> 4.2.4 Security Monitoring <br /> Security elements such as anti-virus, firewalls,and Intrusion Detection Systems(IDS)are a good first <br /> step, but they are not enough to secure your network. Radio network operators must take additional <br /> steps to reduce vulnerabilities to potential attack and protect critical radio network infrastructure. <br /> Motorola's ASTRO 25 Security Monitoring is a complete solution that reduces the risk of network <br /> availability being impacted by a security threat. Specialized security analysts provide uninterrupted <br /> monitoring of the radio network security elements utilizing advanced correlation and visualization <br /> tools to detect,characterize, and respond to events that are specifically applicable to government and <br /> public safety radio networks. Our security analysts have direct and immediate access to Motorola <br /> engineers for rapid resolution.This level of service ensures the operational impact that security events <br /> may cause to your network are minimized or eliminated. <br /> 4.2.5 Security Update Service (SUS) <br /> Commercial security software updates are often designed without RF systems in mind and could <br /> cause inadvertent harm to your radio network,disrupting mission-critical communications and putting <br /> your first responders and citizens at risk. The Motorola Security Update Service assures that <br /> commercial anti-virus definitions, operating system software patches,and Intrusion Detection Sensor <br /> signature files are compatible with your ASTRO 25 network and do not interfere with network <br /> functionality. Our expert network security technologists analyze, perform testing, and validate the <br /> latest security software updates in a dedicated test lab and provide continuous monitoring of updates <br /> to provide you regular electronic updates upon completion of successful testing. <br /> 4.2.6 OnSite Infrastructure Response <br /> OnSite Infrastructure Response provides local,trained,and qualified technicians who arrive on <br /> location to diagnose and restore the communications network 24 x 7.Motorola Dispatch contacts the <br /> local authorized service center in your area and dispatches a qualified technician to the site(Figure <br /> 4-2).An automated escalation and case management process ensures that the technician arrives and <br /> system restoration begins within 2 hours. <br /> Orange County,North Carolina <br /> MCC 7500 Console System Use or disclosure of this proposal is subject <br /> to the restrictions on the cover page. <br /> Motorola Solutions Confidential Restricted Service/14(arranty 4-3 <br />