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27 <br /> Orange County,NC August 8,2024 <br /> ASTROO 25 Advanced Services Statement of Work <br /> Definition <br /> High Security incidents that have localized impact and may become more Response provided 24 <br /> serious if not quickly addressed. Effort to recover from the incident hours, 7 days a week, <br /> may be moderate to significant. including U.S. public <br /> Examples: holidays. <br /> • Malware that is quarantined by antivirus. <br /> • Multiple behaviors observed in the system that are consistent with <br /> known attacker techniques. <br /> Medium Security incidents that potentially indicate an attacker is performing Response provided on <br /> reconnaissance or initial attempts at accessing the system. Effort to standard business days, <br /> recover from the incident may be low to moderate. Monday through Friday 8 <br /> Examples include: a.m. to 5 p.m. CST/CDT, <br /> • Suspected unauthorized attempts to log into user accounts. excluding U.S. public <br /> • Suspected unauthorized changes to system configurations, such as holidays. <br /> firewalls or user accounts. <br /> • Observed failures of security components. <br /> • Informational events. <br /> • User account creation or deletion. <br /> • Privilege change for existing accounts. <br /> Low These are typically service requests from the Customer. Response provided on <br /> standard business days, <br /> Monday through Friday 8 <br /> a.m. to 5 p.m. CST/CDT, <br /> excluding U.S. public <br /> holidays. <br /> 4.1.1.7 Response Time Goals <br /> Response <br /> Critical An SOC Cybersecurity Analyst will make contact with the customer technical representative within <br /> one (1) hour of the request for support being logged in the issue management system or the <br /> creation of an alert suggesting a cybersecurity incident that requires action. Continual effort will be <br /> maintained to identify the extent of the incident and provide actions for containment. <br /> High An SOC Cybersecurity Analyst will make contact with the customer technical representative within <br /> four(4) hours of the request for support being logged at the issue management system or the <br /> creation of an alert suggesting a cybersecurity incident that requires action. Continual effort will be <br /> maintained to identify the extent of the incident and provide actions for containment. <br /> Medium An SOC Cybersecurity Support Engineer will make contact with the customer technical <br /> representative within the next business day of the request for support being logged at the issue <br /> management system or the creation of an alert suggesting a cybersecurity incident that requires <br /> action. <br /> Low An SOC Cybersecurity Support Engineer will make contact with the Customer technical <br /> representative within seven business days of the logged request for support at the issue <br /> management system. <br /> MOTOBOLA 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 16 <br />