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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 1-4 <br /> Security Monitoring: Manage incidents and view self-service reports. Observe incident details by <br />incident priority level, and track the progress of issue resolution. <br /> Orders and Contract Information: View available information regarding orders, service contracts, <br />and service coverage details. <br />The data presented in MyView Portal is provided to support the services described in the following <br />sections, which define the terms of any service delivery commitments associated with this data. <br />1.3 CONNECTIVITY SPECIFICATIONS <br />The Advanced Services package requires available internet connectivity provided by the Customer. A <br />minimum connection of 2 Mbps is necessary to enable remote monitoring and update services. <br />1.4 ADVANCED SERVICES DETAILED DESCRIPTION <br />Due to the interdependence between deliverables within the detailed sections, any changes to or any <br />cancellation of any individual section may require a scope review and price revision. <br />1.4.1 Network Event Monitoring <br />Network Event Monitoring provides continuous real-time fault monitoring for radio communications <br />networks. Motorola Solutions uses a defined set of tools to remotely monitor the Customer’s ASTRO <br />25 radio network and characterize network events. When an actionable event takes place, it becomes <br />an incident. Centralized Managed Support Operations (“CMSO”) technologists acknowledge and <br />assess these incidents, and initiate a defined response. <br />1.4.1.1 Description of Service <br />With Network Event Monitoring, Motorola Solutions uses a Managed Services Suite of Tools <br />(“MSST”) to detect events 24/7 as they occur, analyze them, and escalate them to the Network <br />Operation Center (“NOC”). Incidents will be generated automatically based on the criteria shown in <br />Table 1-1. <br />Table 1-1: Alarm Threshold Rule Options for all Event Types <br />Standard Threshold Optional Threshold <br />An incident will be triggered if an event fulfills <br />one of the two following criteria: <br /> Event occurs 5 times in 30 minutes. <br /> Event causes 10 minutes of continuous <br />downtime for a monitored component. <br />An incident will be triggered if an event fulfills <br />one of the two following criteria: <br /> Event occurs 7 times in 30 minutes. <br /> Event causes 15 minutes of continuous <br />downtime for a monitored component. <br />The CMSO NOC agent assigns a priority level to an incident, then initiates a response in accordance <br />with the Customer Handling Procedure (“CHP”). Depending on the incident, Motorola Solutions’ <br />response may include continued monitoring for further incident development, remote remediation by <br />technical support, dispatching a field service technician, or other actions Motorola Solutions <br />determines necessary. <br />To prevent duplicate incidents from being generated by the same root cause, Motorola Solutions <br />employs an auto triage process that groups related incidents. The auto triage process therefore <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8