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32 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> • Pay additional support charges above the contracted service agreements that may apply if it is <br /> determined that system faults were caused by the Customer making changes to critical system <br /> parameters without written agreement from Motorola. <br /> • In the event that Motorola agrees in writing to provide supplemental monitoring for third-party <br /> elements provided by the Customer, the Customer agrees to obtain third party consents or <br /> licenses required to enable Motorola to provide the monitoring service. <br /> • Cooperate with Motorola and perform reasonable or necessary acts to enable Motorola to <br /> provide these services. <br /> • Contact Motorola to coordinate transition of monitoring when the responsibility for monitoring <br /> needs to be transferred to or from Motorola, as specified in pre-defined information provided in <br /> the Customer's CSP. An example of a transfer scenario is transferring monitoring from Motorola <br /> for network monitoring after normal business hours. <br /> - Upon contact, the Customer must provide Motorola with customer name, site ID, status on <br /> any open incidents, priority level of any open incidents, brief descriptions of any ongoing <br /> incident, and action plan for resolving those incidents. <br /> • Acknowledge that incidents will be handled in accordance with Section 5: Priority Level <br /> Definitions and Response Times. <br /> • Connectivity Matrix describes available connectivity options. <br /> • If determined necessary by Motorola, provide Motorola-owned equipment at the Customer's <br /> premises for monitoring network elements. The type of equipment and location of deployment is <br /> listed in Section 4.1.2.5: Motorola Owned and Supplied Equipment. <br /> • Verify connectivity and event monitoring prior to system acceptance or start date. <br /> • Monitor system continuously during hours designated in the CSP, and in accordance with <br /> Section 5: Priority Level Definitions and Response Times. <br /> • Remotely access the Customer's system to perform remote diagnosis as permitted by the <br /> Customer. <br /> • Provide the Customer with a link to access system configuration info, site info, system <br /> notifications, and system notes. <br /> • Cooperate with the Customer to coordinate the transition of monitoring responsibilities between <br /> Motorola and the Customer. <br /> • Maintain communication as needed with the Customer in the field until incident resolution. <br /> • Provide available information on incident resolution to the Customer. <br /> Limitations and Exclusions <br /> The following activities are outside the scope of the Network Monitoring service: <br /> • Motorola will not monitor any elements outside of the Customer's ASTRO 25 network, or <br /> monitor infrastructure provided by a third-party, unless specifically stated. Monitored elements <br /> must be within the ASTRO 25 radio network and capable of sending alerts to the Unified Event <br /> Manager (UEM). <br /> • Additional support charges above contracted service agreement fees may apply if Motorola <br /> determines that system faults were caused by the Customer making changes to critical system <br /> parameters without written agreement from Motorola. <br /> • Monitoring of network transport, such as WAN ports, WAN cloud, and redundant paths, unless <br /> provided by supplemental service outside this standard scope. <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 21 <br />