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54 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> Table 4-14: Reboot Responsibilities Matrix <br /> Remote SUS Motorola Responsibilities Customer Responsibilities <br /> Package <br /> Remote Security Provide a report to the Customer's • When a security update requires a <br /> Update Service main contact listing the servers or reboot, reboot servers and <br /> workstations which must be rebooted workstations after security updates are <br /> to ensure installed security updates installed. <br /> become effective. • When remote deployment is in progress, it <br /> may be necessary for multiple reboots to <br /> be coordinated with Motorola. <br /> Remote Security When a security update requires a <br /> Update Service with reboot, dispatch a technician to reboot <br /> Reboot Support servers and workstations after <br /> security updates are installed. <br /> Disclaimer <br /> This service tests OEM security updates. Delivering security updates for specific software depends on <br /> OEM support for that software. If an OEM removes support (e.g. end-of-life)from deployed software, <br /> Motorola may work with the OEM to reduce the impact, but may remove support for the affected <br /> software from this service without notice. <br /> OEMs determine security update schedules, supportability, or release availability without consultation <br /> from Motorola. Motorola will obtain and test security updates when they are made available, and <br /> incorporate those security updates into the next appropriate release. <br /> All security updates are important. This service is intended to balance the security and compatibility of <br /> tested updates with agreed upon time/cadence of delivery. Customer assumes the risk of this inherent <br /> tradeoff. <br /> Motorola disclaims any warranty with respect to pretested database security updates, hypervisor patches, <br /> operating system software patches, intrusion detection sensor signature files, or other third-party files, express or <br /> implied. Further, Motorola disclaims any warranty concerning non-Motorola software and does not guarantee <br /> Customers' systems will be error-free or immune to security breaches as a result of these services. <br /> 4.1.8 On-Site Infrastructure Response <br /> Motorola's On-Site Infrastructure Response service provides incident management and escalation for <br /> on-site technical service requests. The service is delivered by Motorola's CMSO organization in <br /> cooperation with a local service provider. <br /> On-Site Infrastructure Response may also be referred to as On-Site Support. <br /> 4.1.8.1 Description of Service <br /> The Motorola CMSO Service Desk will receive the Customer's request for on-site service. <br /> The CMSO Dispatch Operations team is responsible for opening incidents, dispatching on-site <br /> resources, monitoring issue resolution, and escalating as needed to ensure strict compliance to <br /> committed response times. <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 43 <br />