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18 <br /> Customer Name Text Field August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work RFP#or Subtitle Text <br /> The CSP also defines the division of responsibilities between the Customer and Motorola so response <br /> protocols are pre-defined and well understood when the need arises. <br /> The CSP governs how the services will be performed and will be automatically integrated into this SOW <br /> by this reference. The CSM and Customer will review and amend the CSP on a mutually agreed <br /> cadence so the CSP remains current and effective in governing the Advanced Services. <br /> 2.4 Customer Hub <br /> Supplementing the CSM and the Service Desk as the Customer points of contact, Customer Hub is <br /> a web-based platform that provides network maintenance and operations information. The portal is <br /> accessed from a desktop, laptop, tablet or smartphone web browser. The information available <br /> includes: <br /> • Network Event Monitoring: Manage incidents and view self-service reports. Observe incident <br /> details by incident priority level, and track the progress of issue resolution. <br /> • Remote Technical Support: Manage incidents and view self-service reports. Observe incident <br /> details by incident priority level, and track the progress of issue resolution. <br /> • Network Hardware Repair: Track return material authorizations (RMA) shipped to Motorola's <br /> repair depot and eliminate the need to call for status updates. In certain countries, customers <br /> will also have the ability to create new RMA requests online. <br /> • On-Site Infrastructure Response: Manage incidents and view self-service reports. Observe <br /> incident details by incident priority level, and track the progress of issue resolution. <br /> • Annual Preventive Maintenance: View incident status and details of each annual change <br /> request for preventive maintenance, including completed checklist information for the incident. <br /> • Network Updates: View system status overview and software update information. <br /> • Managed Detection and Response: Manage incidents and view self-service reports. Observe <br /> incident details by incident priority level, and track the progress of issue resolution. <br /> • Orders and Contract Information: View available information regarding orders, service <br /> contracts, and service coverage details. <br /> The data presented in Customer Hub is provided to support the services described in the following <br /> sections, which define the terms of any service delivery commitments associated with this data. <br /> ®MOTOROLA SOLUTIONS <br /> Motorola Service Delivery Ecosystem <br /> Use or disclosure of this proposal is subject to the restrictions on the cover page. <br /> Motorola Solutions <br /> Page 7 <br />