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26 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> Table 4-2: Notification Procedures <br /> Notification . • <br /> 11 <br /> Routine Notification The means, addresses, format, and desired content (within the capabilities of <br /> Procedure the installed technology)for Events of Interest. These can be formatted for <br /> automated processing, e.g., by ticketing systems. <br /> Urgent Notification Additional, optional means and addresses for notifications of Events of <br /> Procedure Interest that require urgent notification. These usually include telephone <br /> notifications. <br /> Motorola will notify the Customer according to the escalation and contact procedures defined by the <br /> Customer and Motorola during the implementation process. <br /> Tuning <br /> Motorola will assess certain events to be environmental noise, potentially addressable configuration <br /> issues in the environment, or false positives. Motorola may recommend these be addressed by the <br /> Customer to preserve system and network resources. <br /> Motorola will provide the Customer with the ability to temporarily suppress alerts reaching ActiveEye, <br /> enabling a co-managed approach to tuning and suppressing events or alarms. The SOC may <br /> permanently suppress particular alerts and alarms if not necessary for actionable threat detection. <br /> Tuning Period Exception <br /> The tuning period is considered to be the first 30 days after each service module has been confirmed <br /> deployed and configured and starts receiving data. During the tuning period, Motorola may make <br /> recommendations to the Customer to adjust the configurations of their installed software so Services <br /> can be effectively delivered. Service Availability will not be applicable during the tuning period and <br /> responses or notifications may not be delivered. However, Motorola will provide responses and <br /> notifications during this period. <br /> Motorola may continue to recommend necessary tuning changes after this period, with no impact on <br /> Service Availability. <br /> 4.1.1.6 Managed Detection and Response Priority Level Definitions and Response Times <br /> Priority for an alert-generated incident or EOI is determined by the ActiveEye Platform analytics that <br /> process multiple incoming alert feeds, automation playbooks, and cybersecurity analyst knowledge. <br /> Table 4-3: Priority Level Definitions and Response Times <br /> Definition Service Coverage <br /> Critical Security incidents that have caused, or are suspected to have caused Response provided 24 <br /> significant damage to the functionality of the Customer's ASTRO 25 hours, 7 days a week, <br /> system or information stored within it. Efforts to recover from the including United States <br /> incident may be significant. (U.S.) public holidays. <br /> Examples: <br /> • Malware that is not quarantined by anti-virus. <br /> • Evidence that a monitored component has communicated with <br /> suspected malicious actors. <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 15 <br />