2022-494-E-Emergency Svc-Motorola Solution-Radio Maintenance

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Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-5 automatically assigns grouped incidents to a field service technician, enabling the resolution of these incidents together if the root alarm has been addressed. Motorola Solutions uses a set of standard templates to record key information on service process, defined actions, and points of contact for the Customer’s service. In the event of an incident, Motorola Solutions and the Customer can reference these templates. When information is updated, it will be organized in four categories:  Open: – Motorola Solutions’ points of contact for dispatch permissions, entitlement information, and knowledge management.  Vendor – Escalation and contact information.  Resolution – Incident closure information.  Site Arrival – Site arrival and exit process information. The Customer will be able to access information on Network Event Monitoring activities via MyView Portal, including incident management reports. Any specific remediation and action notes from Motorola Solutions’ CMSO or field service technicians will be available for the Customer to review as well. Service Configuration Portal-Lite (“SCP-Lite”), which can be accessed through MyView Portal, provides a read only view of the Customer's current service configuration, including site parameters, notification preferences, and dispatch information. If the Customer or Motorola Solutions make changes to the network, the updated information will be incorporated into SCP-Lite allowing the Customer a view of the ASTRO 25 radio network’s state. 1.4.1.2 Scope Network Event Monitoring is available 24 hours a day, 7 days a week. Incidents generated by the monitoring service will be handled in accordance with Section 1.5: Priority Level Definitions and Response Times. Network Event Monitoring is a globally provided service unless limited by data export control or other applicable local and regional regulations. Timeframes are based on the Customer’s local time zone. 1.4.1.3 Inclusions Network Event Monitoring is available for the devices listed in Section 1.4.1.9: Monitored Elements. 1.4.1.4 Motorola Solutions Responsibilities  Provide a dedicated network connection necessary for monitoring the Customer’s communication network. Section 1.4.1.7: Connectivity Matrix describes available connectivity options.  If determined necessary by Motorola Solutions, provide Motorola Solutions-owned equipment at the Customer’s premises for monitoring network elements. The type of equipment and location of deployment is listed in Section 1.4.1.8: Motorola Solutions Owned and Supplied Equipment.  Verify connectivity and event monitoring prior to system acceptance or start date.  Monitor system continuously during hours designated in the Customer Support Plan (“CSP”), and in accordance with Section 1.5: Priority Level Definitions and Response Times.  Remotely access the Customer’s system to perform remote diagnosis as permitted by the Customer pursuant to Section 1.4.1.6: Customer Responsibilities.  Create an incident, as necessary. Gather information to perform the following:  Characterize the issue. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8