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33 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> • Elements deployed outside of ASTRO RNI (E.g.: ASTRO CEN sites) are excluded from the <br /> service. <br /> • Emergency on-site visits required to resolve technical issues that cannot be resolved by working <br /> remotely with the Customer's technical resource. <br /> • System installations, upgrades, and expansions. <br /> • Customer training. <br /> • Hardware repair and/or replacement. <br /> • Network security services. <br /> • Information Assurance. <br /> Customer Responsibilities <br /> • Allow Motorola continuous remote access to enable the monitoring service. <br /> • Provide continuous utility service to any Motorola equipment installed or used at the Customer's <br /> premises to support delivery of the service. The Customer agrees to take reasonable due care <br /> to secure the Motorola equipment from theft or damage while on the Customer's premises. <br /> • Create an incident, as necessary. Gather information to perform the following: <br /> - Characterize the issue. <br /> - Determine a plan of action. <br /> - Assign and track the incident to resolution. <br /> • Prior to contract start date, provide Motorola with pre-defined information necessary to complete <br /> a CSP, including: <br /> - Incident notification preferences and procedure. <br /> - Repair verification preference and procedure. <br /> - Database and escalation procedure forms. <br /> • Submit timely changes in any information supplied to Motorola and included in the CSP to the <br /> CSM. <br /> • Notify the CMSO when the Customer performs any activity that impacts the system. Activity that <br /> impacts the system may include, but is not limited to: installing software or hardware upgrades, <br /> performing upgrades to the network, renaming elements or devices within the network, and <br /> taking down part of the system to perform maintenance. <br /> • Send system configuration change requests to Motorola's CSM. <br /> • Allow Motorola's field service technician, if designated in the CSP, access to equipment, <br /> including any connectivity or monitoring equipment, if remote service is not possible. <br /> • Allow Motorola's field service technician, if designated in the CSP, access to remove Motorola- <br /> owned monitoring equipment upon cancellation of service. <br /> • Provide Motorola with all Customer-managed passwords required to access the Customer's <br /> system upon request, when opening a request for service support, or when needed to enable <br /> response to a technical issue. <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 /> ®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 22 <br />