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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 1-39 <br />1.5 PRIORITY LEVEL DEFINITIONS AND RESPONSE TIMES <br />Table 1-12 describes the criteria Motorola Solutions uses to prioritize incidents and service requests, <br />and lists the response times for those priority levels. <br />Table 1-12: Priority Level Definitions and Response Times <br />Incident <br />Priority <br />Incident Definition Initial Response <br />Time <br />On-site Response <br />Time <br />Critical <br />P1 <br />Core: Core server or core link failure. No <br />redundant server or link available. <br />Sites/Subsites: Primary site down. Two <br />RF sites or more than 10% of RF sites <br />down, whichever is greater. <br />Consoles: More than 40% of a site’s <br />console positions down. <br />Conventional Channels: Conventional <br />Channel Gateways (CCGW) down without <br />redundant gateways available. <br />Security Features: Security is non- <br />functional or degraded. <br />Alarm Events: Door, motion, intrusion, <br />power failure, or environmental alarms <br />triggered. <br />Response provided <br />24/7 until service <br />restoration. <br />Technical resource <br />will acknowledge <br />incident and <br />respond within 30 <br />minutes of CMSO <br />logging incident. <br />Response provided <br />24/7 until service <br />restoration. <br />Field service <br />technician arrival <br />on-site within 4 <br />hours of receiving <br />dispatch notification. <br />High P2 Core: Core server or link failures. <br />Redundant server or link available. <br />Consoles: Between 20% and 40% of a <br />site’s console positions down. <br />Sites/Subsites: One RF site or up to 10% <br />of RF sites down, whichever is greater. <br />Conventional Channels: Up to 50% of <br />CCGWs down. Redundant gateways <br />available. <br />Network Elements: Site router, site <br />switch, or GPS server down. No redundant <br />networking element available. <br />Response provided <br />24/7 until service <br />restoration. <br />Technical resource <br />will acknowledge <br />incident and <br />respond within 1 <br />hour of CMSO <br />logging incident. <br />Response provided <br />24/7 until service <br />restoration. <br />Field service <br />technician arrival <br />on-site within 4 <br />hours of receiving <br />dispatch notification. <br />Medium <br />P3 <br />Consoles: Up to 20% of a site’s console <br />positions down. <br />Conventional Channels: Single channel <br />down. Redundant gateway available. <br />Network Elements: Site router/switch or <br />GPS server down. Redundant networking <br />element available. <br />Response provided <br />during normal <br />business hours until <br />service restoration. <br />Technical resource <br />will acknowledge <br />incident and <br />respond within 4 <br />hours of CMSO <br />logging incident. <br />Response provided <br />during normal <br />business hours until <br />service restoration. <br />Field service <br />technician arrival <br />on-site within 8 <br />hours of receiving <br />dispatch notification. <br />Low P4 Service Requests: Minor events and <br />warnings in the system. Preventative and <br />planned maintenance activities (scheduled <br />work). <br />Response provided <br />during normal <br />business hours. <br />Motorola Solutions <br />will acknowledge <br />and respond within <br />1 Business Day. <br />Not applicable. <br />DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8