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37 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> • Install demarcation equipment, air conditioning, and other equipment that is not provided by <br /> Motorola and is necessary to support the project. <br /> • Perform work necessary to complete the connectivity provisioning outside the scope of the <br /> installation provided by Motorola. <br /> • If Motorola's design requires wireless backup and out-of-band (OOB) monitoring, Motorola may <br /> provide a wireless modem at the Customer location for OOB monitoring for Motorola Solutions <br /> Monitored Elements. The Customer shall provide access and accommodations to install the <br /> modem if required. <br /> • The Customer will notify Motorola of any maintenance that may affect the operating status of the <br /> service using a Customer Maintenance Change Management Request via the Customer Hub. <br /> Examples of maintenance activities include: powering down the site, a Motorola Managed <br /> Element, or a third-party Network Terminating Unit; or, resetting, recabling, or moving <br /> equipment components. <br /> • If a Motorola representative visits the Customer Site or works remotely, at the Customer's <br /> request, to investigate an issue with the Service, and the Motorola representative determines <br /> the Service is functioning correctly or is prevented from resolving the issue because the <br /> Customer did not provide access or reasonable assistance, the Customer will be charged at <br /> published or negotiated time and material rates. <br /> • Upon termination of the services, Customer shall promptly return to Motorola all equipment <br /> provided by Motorola in conjunction with the ASTRO 25 Connectivity Service and not explicitly <br /> owned by Customer. Motorola is entitled to invoice any and all costs arising out of or in <br /> connection with Customer's failure to return the Motorola equipment if the Motorola equipment <br /> is not returned within sixty (60) days following termination of services. <br /> Limitations/Exclusions <br /> • Additional connectivity outside the scope of these services is not covered in this SOW. <br /> • Motorola is not responsible for system faults or deficiencies that are caused by changes or <br /> modifications to the system not performed by Motorola. <br /> 4.1.4 Remote Technical Support <br /> Motorola's Remote Technical Support service provides telephone consultation for technical issues that <br /> require a high level of ASTRO 25 network knowledge and troubleshooting capabilities. Remote <br /> Technical Support is delivered through the Motorola CMSO organization by a staff of technical support <br /> specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues. <br /> Motorola applies leading industry standards in recording, monitoring, escalating, and reporting for <br /> technical support calls from its contracted customers to provide the support needed to maintain <br /> mission-critical systems. <br /> 4.1.4.1 Description of Service <br /> The CMSO organization's primary goal is Customer Issue Resolution (CIR), providing incident <br /> restoration and service request fulfillment for Motorola's currently supported infrastructure. This team of <br /> highly skilled, knowledgeable, and experienced specialists is an integral part of the support and <br /> technical issue resolution process. The CMSO supports the Customer remotely using a variety of tools, <br /> including fault diagnostics tools, simulation networks, and fault database search engines. <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 26 <br />