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24 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> 4.1.1.5.2 Ongoing Security Operations Center Service Responsibilities <br /> Motorola Responsibilities <br /> If a probable security incident is detected provide phone and email support to: <br /> • Engage the Customer's defined Incident Response Process. <br /> • Gather relevant information and attempt to determine the extent of compromise using existing <br /> monitoring capabilities in place as part of the ASTRO 25 MDR service. <br /> • Analysis and support to help the Customer determine if the Customer's corrective actions are <br /> effective. <br /> • Continuous monitoring, in parallel with analysis, to support incident response. <br /> Customer Responsibilities <br /> • Provide Motorola with accurate and up-to-date information, including the name, email, landline <br /> telephone numbers, and mobile telephone numbers for all designated, authorized Customer <br /> escalation Points of Contact (POC). <br /> • Provide a timely response to SOC security incident tickets or investigation questions. <br /> • Notify Motorola at least 24 hours in advance of any scheduled maintenance, network <br /> administration activity, or system administration activity that would affect Motorola's ability to <br /> perform the Managed SOC Service, as described in this SOW. <br /> 4.1.1.5.3 Technical Support <br /> ActiveEye Security Management Technical Support provides the Customer with a toll-free telephone <br /> number and email address for ActiveEye Security Management support requests, available Monday <br /> through Friday from 8 a.m. to 7 p.m. CST. <br /> Motorola Responsibilities <br /> • Notify Customer of any scheduled maintenance or planned outages. <br /> • Provide technical support, security control, and service improvements related to ActiveEye. <br /> Customer Responsibilities <br /> • Provide sufficient information to allow Motorola technical support agents to diagnose and <br /> resolve the issue. <br /> Limitations and Exclusions <br /> Technical support is limited to the implementation and use of the ActiveEye Security Management <br /> platform and does not include use or implementation of third-party components. <br /> 4.1.1.5.4 Incident Response <br /> An Indicator of Compromise (IoC) is an observable event that Motorola Security Analysts have <br /> determined will jeopardize the confidentiality, integrity, or availability of the system. Examples of IoC <br /> include ransomware or malicious use of PowerShell. <br /> When an IoC is observed by the Security Analyst, Motorola and Customer will be responsible for the <br /> tasks defined in the following subsections. <br /> ®MOTOROLA SOLUTIONS <br /> Advanced Services Detailed Description <br /> Use or disclosure of this proposal is subject to the restrictions on the cover page. <br /> Motorola Solutions <br /> Page 13 <br />