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30 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> 4.1.2 Network Event Monitoring <br /> Network Event Monitoring provides continuous real-time fault monitoring for radio communications <br /> networks. Motorola uses a defined set of tools to remotely monitor the Customer's ASTRO 25 radio <br /> network and characterize network events. When an actionable event takes place, it becomes an <br /> incident. CMSO technologists acknowledge and assess these incidents, and initiate a defined <br /> response. <br /> 4.1.2.1 Description of Service <br /> With Network Event Monitoring, Motorola uses a Managed Services Suite of Tools (MSST) to detect <br /> events 24/7 as they occur, analyze them, and escalate them to the Network Operation Center (NOC). <br /> Incidents will be generated automatically based on the criteria shown in Table 4-4: Alarm Threshold <br /> Rule Options for all Event Types. <br /> Table 4-4: Alarm Threshold Rule Options for all Event Types <br /> Standard Threshold Optional Threshold <br /> An incident will be triggered if an event fulfills one of An incident will be triggered if an event fulfills one of <br /> the two following criteria: the two following criteria: <br /> • Event occurs 5 times in 30 minutes. - Event occurs 7 times in 30 minutes. <br /> • Event causes 10 minutes of continuous downtime - Event causes 15 minutes of continuous downtime <br /> for a monitored component. for a monitored component. <br /> The CMSO NOC agent assigns a priority level to an incident, then initiates a response in accordance <br /> with the Customer Handling Procedure (CHP). Depending on the incident, Motorola's response may <br /> include continued monitoring for further incident development, remote remediation by technical support, <br /> dispatching a field service technician, or other actions Motorola determines necessary. <br /> To prevent duplicate incidents from being generated by the same root cause, Motorola employs an auto <br /> triage process that groups related incidents. The auto triage process therefore automatically assigns <br /> grouped incidents to a field service technician, enabling the resolution of these incidents together if the <br /> root alarm has been addressed. <br /> Motorola uses a set of standard templates to record key information on service process, defined <br /> actions, and points of contact for the Customer's service. In the event of an incident, Motorola and the <br /> Customer can reference these templates. When information is updated, it will be organized in four <br /> categories: <br /> • Open — Motorola's points of contact for dispatch permissions, entitlement information, and <br /> knowledge management. <br /> • Vendor— Escalation and contact information. <br /> • Resolution — Incident closure information. <br /> • Site Arrival — Site arrival and exit process information. <br /> The Customer will be able to access information on Network Event Monitoring activities via Customer <br /> Hub, including incident management reports. Any specific remediation and action notes from Motorola's <br /> CMSO or field service technicians will be available for the Customer to review as well. <br /> Service Configuration Portal-Lite (SCP-Lite), which can be accessed through Customer Hub, provides a <br /> read-only view of the Customer's current service configuration, including site parameters, notification <br /> preferences and dispatch information. If the Customer or Motorola makes changes to the network, the <br /> ®MOTOROLASOLUTIOMS <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 19 <br />