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40 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> Motorola Responsibilities <br /> • Provide the Customer access to the CMSO Service Desk, operational 24/7, to request repair <br /> service. <br /> • Provide repair return authorization numbers when requested by the Customer. <br /> • Receive malfunctioning infrastructure components from the Customer and document its arrival, <br /> repair, and return. <br /> • Conduct the following services for Motorola infrastructure: <br /> - Perform an operational check on infrastructure components to determine the nature of the <br /> problem. <br /> - Replace malfunctioning components. <br /> - Verify that Motorola infrastructure components are returned to applicable Motorola factory <br /> specifications. <br /> - Perform a box unit test on serviced infrastructure components. <br /> - Perform a system test on select infrastructure components. <br /> • Conduct the following services for select third-party infrastructure: <br /> - When applicable, perform pre-diagnostic and repair services to confirm infrastructure <br /> component malfunctions and prevent sending infrastructure components with No Trouble <br /> Found (NTF) to third-party vendor for repair. <br /> - When applicable, ship malfunctioning infrastructure components to the original equipment <br /> manufacturer or third-party vendor for repair service. <br /> - Track infrastructure components sent to the original equipment manufacturer or third-party <br /> vendor for service. <br /> - When applicable, perform a post-test after repair by original equipment manufacturer or <br /> third-party vendor to confirm malfunctioning infrastructure components have been repaired <br /> and function properly in a Motorola system configuration. <br /> • Reprogram repaired infrastructure components to original operating parameters based on <br /> software and firmware provided by the Customer, as required in Section 4.1.5.3: Customer <br /> Responsibilities. If the Customer's software version and configuration are not provided, shipping <br /> will be delayed. If the repair depot determines that infrastructure components are malfunctioning <br /> due to a software defect, the repair depot reserves the right to reload these components with a <br /> different but equivalent software version. <br /> • Properly package repaired infrastructure components. <br /> • Ship repaired infrastructure components to Customer-specified address during normal operating <br /> hours of Monday through Friday from 7:00 a.m. to 7:00 p.m. Central Standard Time (CST), <br /> excluding holidays. Infrastructure component will be sent using two-day air shipping unless the <br /> Customer requests otherwise. Motorola will pay for shipping unless the Customer requests <br /> shipments outside of the above mentioned standard business hours or carrier programs, such <br /> as next flight out (NFO). In such cases, the Customer will be responsible for paying shipping <br /> and handling charges. <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 29 <br />