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12 <br /> Customer Name Text Field Month Day,Year <br /> ASTRO®25 Advanced Services Statement of Work <br /> Table of Contents <br /> Section 1 <br /> Overview........................................................................................................................................3 <br /> Section 2 <br /> Motorola Service Delivery Ecosystem ......................................................................................6 <br /> 2.1 Centralized Managed Support Operations.............................................................................6 <br /> 2.2 Field Service..............................................................................................................................6 <br /> 2.3 Customer Support Manager....................................................................................................6 <br /> 2.4 Customer Hub ...........................................................................................................................7 <br /> Section 3 <br /> Connectivity Specifications........................................................................................................8 <br /> Section 4 <br /> Advanced Services Detailed Description .................................................................................9 <br /> 4.1 ASTRO System Monitoring (NEW)..........................................................................................9 <br /> 4.1.1 Managed Detection and Response.......................................................................................................... 9 <br /> 4.1.2 Network Event Monitoring...................................................................................................................... 19 <br /> 4.1.3 ASTRO Connectivity Services ............................................................................................................... 24 <br /> 4.1.4 Remote Technical Support .................................................................................................................... 26 <br /> 4.1.5 Network Hardware Repair with Advanced Replacement....................................................................... 28 <br /> 4.1.6 Security Update Service......................................................................................................................... 34 <br /> 4.1.7 Remote Security Update Service........................................................................................................... 38 <br /> 4.1.8 On-Site Infrastructure Response ...........................................................................................................43 <br /> 4.1.9 Annual Preventative Maintenance.........................................................................................................48 <br /> 4.1.10 Microwave and MPLS Tested Vendor Product Monitoring.................................................................... 75 <br /> Section 5 <br /> Priority Level Definitions and Response Times ....................................................................57 <br /> Appendix 1: ASTRO 25 Remote Security Update Coverage ...............................................60 <br /> Table4-1: Event Handling........................................................................................................................ 14 <br /> Table 4-2: Notification Procedures........................................................................................................... 14 <br /> Table 4-3: Priority Level Definitions and Response Times...................................................................... 15 <br /> Table 4-4: Alarm Threshold Rule Options for all Event Types ................................................................ 19 <br /> Table 4-5: Available Connectivity............................................................................................................. 23 <br /> Table 4-6: Motorola Owned and Supplied Equipment............................................................................. 23 <br /> Table4-7: Monitored Elements ................................................................................................................ 23 <br /> Table 4-8: Shipping Charges and Default Mail Service........................................................................... 34 <br /> Table4-9: Update Cadence ..................................................................................................................... 35 <br /> Table4-10: SUS Packages ...................................................................................................................... 36 <br /> Table 4-11: Installation and Reboot Responsibilities Matrix.................................................................... 37 <br /> ®MOTOROLA SOLUTIONS <br /> Table of Contents <br /> Use or disclosure of this proposal is subject to the restrictions on the cover page. <br /> Motorola Solutions <br /> Page 1 <br />