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Customer Agency Name <br /> Month 1, 2019 <br />The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject <br /> to the restrictions on the cover page. <br /> Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-2 <br />Network Hardware Repair <br />Motorola Solutions will repair Motorola Solutions-manufactured infrastructure equipment and select <br />third-party manufactured infrastructure equipment supplied by Motorola Solutions. Motorola <br />Solutions coordinates the equipment repair logistics process. <br />Remote Security Update Service <br />Motorola Solutions will pre-test third-party security updates to verify they are compatible with the <br />ASTRO 25 network, and remotely push the updates to the Customer’s network. <br />On-site Infrastructure Response <br />When needed to resolve equipment malfunctions, Motorola Solutions will dispatch qualified local <br />technicians to the Customer’s location to diagnose and restore the communications network. <br />Technicians will perform diagnostics on impacted hardware and replace defective components. The <br />service technician’s response time will be based on pre-defined incident priority levels. <br />Annual Preventive Maintenance <br />Qualified field service technicians will perform regularly scheduled operational testing and alignment <br />of infrastructure and network components to verify those components comply with the original <br />manufacturer’s specifications. <br />Security Monitoring <br />Real-time, continuous ASTRO 25 radio network security elements monitoring by specialized security <br />technologists with extensive experience working with ASTRO 25 mission-critical networks. For <br />highly complex or unusual security events, Motorola Solutions technologists have direct access to <br />Motorola Solutions engineers for rapid resolution. <br />1.2 MOTOROLA SOLUTIONS SERVICE DELIVERY ECOSYSTEM <br />Advanced Services are delivered through a tailored combination of local field service personnel, <br />centralized teams equipped with a sophisticated service delivery platform, product repair depots, and <br />MyView Portal. These service entities will collaborate to swiftly analyze issues, accurately diagnose <br />root causes, and promptly resolve issues to restore the Customer’s network to normal operations. <br />1.2.1 Centralized Managed Support Operations <br />The cornerstone of Motorola Solutions’ support process is the Centralized Managed Support <br />Operations (“CMSO”) organization, which includes the Service Desk and technical support teams. <br />The CMSO is staffed 24x7x365 by experienced personnel, including service desk specialists, security <br />analysts, and operations managers. <br />The Service Desk provides a single point of contact for all service related items, including <br />communications between the Customer, Motorola Solutions, and third-party subcontractors. The <br />Service Desk processes service requests, service incidents, change requests, and dispatching, and <br />communicates with stakeholders in accordance with pre-defined response times. <br />All incoming transactions through the Service Desk are recorded, tracked, and updated through the <br />Motorola Solutions Customer Relationship Management (“CRM”) system. The Service Desk also <br />documents Customer inquiries, requests, concerns, and related tickets. <br />The CMSO coordinates with the field service organization that will serve the Customer locally. <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8