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51 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> 4.1.7.1.4 Reboot Support <br /> If the Reboot Support service is sold to complement RSUS, Motorola provides technician(s) to reboot <br /> impacted Microsoft Windows servers and workstations after operating system security patches have <br /> been installed. <br /> • The RSUS team will notify all listed contacts one week prior to patching to all required contacts <br /> (identified during service onboarding). <br /> • On completion of patching, a final report is sent via email to the listed contacts. <br /> • The notification will state that patching is complete and systems need to be rebooted. <br /> • This process is repeated monthly. <br /> Reboot Support requires that the Customer representative works with Motorola technicians to plan <br /> when reboots will be undertaken to reduce the operational impact. <br /> 4.1.7.2 Scope <br /> RSUS includes pretested security updates for the software listed in Table 4-12: Update Cadence. This <br /> table also describes the release cadence for security updates. <br /> Table 4-12: Update Cadence <br /> Antivirus Definition Files <br /> Microsoft Windows Monthly <br /> Microsoft SQL Server Quarterly <br /> Red Hat Linux (RHEL) Quarterly <br /> VMWare ESXi Hypervisor Quarterly <br /> Trellix (McAfee) Patch(es) Quarterly <br /> Dot Hill DAS Firmware Quarterly <br /> HP SPP Firmware Quarterly <br /> Motorola installs security updates during normal business hours. Normal business hours are defined as <br /> 8 a.m. to 5 p.m. Central Standard Time Monday through Friday, excluding public holidays. <br /> The Customer may submit a formal request that Motorola personnel work outside of these hours. The <br /> Customer will need to pay additional costs for work to be completed outside of normal business hours. <br /> Motorola will provide an Impact Timeline (ITL) to the Customer to show installation tasks scheduled, <br /> including preparation work and the transfer of security updates to local storage or memory. Core Server <br /> reboots or zone controller rollover will be initiated at the times shared in the ITL. <br /> It is a critical requirement that Microsoft Windows systems are rebooted following the installation of <br /> security updates. In the case of RSUS, this is the responsibility of the Customer. <br /> Intrusive security updates require Customer coordination, may require hardware reboots and zone <br /> controller rolling (switching from one zone controller to the other) to fully implement. Systems with <br /> redundant zone controllers (M3) have low downtime (minutes) as the zone controllers are rolled but <br /> systems with single zone controllers will be down for longer periods. While rolling the zone controllers, <br /> the system will operate in "site trunking" mode. The Customer will need to be aware of these <br /> operational impacts, and coordinate events with users. <br /> ®MOTOROLASOLUTIONS <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 40 <br />