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69 <br /> Orange County,NC August 8,2024 <br /> ASTRO®25 Advanced Services Statement of Work <br /> Table 5-1: Priority Level Definitions and Response Time <br /> IncidentIncident • . On-Site. <br /> nse Time <br /> Critical - Core: Core server or core link failure. No Response provided 24/7 Response <br /> P1 redundant server or link available. until service restoration. provided 24/7 <br /> - Sites/Subsites: Primary site down. Two RF Technical resource will until service <br /> sites or more than 10% of RF sites down, acknowledge incident and restoration. <br /> whichever is greater. respond within 30 Field service <br /> - Consoles: More than 40% of a site's console minutes of CMSO logging technician arrival <br /> positions down. incident. on-site within 4 <br /> - Conventional Channels: Conventional hours of <br /> Channel Gateways (CCGW) down without receiving <br /> redundant gateways available. dispatch <br /> - Security Features: Security is non-functional notification. <br /> or degraded. <br /> - Alarm Events: Door, motion, intrusion, <br /> power failure, or environmental alarms <br /> triggered. <br /> High P2 - Core: Core server or link failures. Redundant Response provided 24/7 Response <br /> server or link available. until service restoration. provided 24/7 <br /> - Consoles: Between 20% and 40% of a site's Technical resource will until service <br /> console positions down. acknowledge incident and restoration. <br /> - Sites/Subsites: One RF site or up to 10% of respond within 1 hour of Field service <br /> RF sites down, whichever is greater. CMSO logging incident. technician arrival <br /> - Conventional Channels: Up to 50% of on-site within 4 <br /> CCGWs down. Redundant gateways hours of <br /> available. receiving <br /> - Network Elements: Site router, site switch, dispatch <br /> or GPS server down. No redundant notification. <br /> networking element available. <br /> Medium - Consoles: Up to 20% of a site's console Response provided Response <br /> P3 positions down. during normal business provided during <br /> - Conventional Channels: Single channel hours until service normal business <br /> down. Redundant gateway available. restoration. hours until <br /> - Network Elements: Site router/switch or Technical resource will service <br /> GPS server down. Redundant networking acknowledge incident and restoration. <br /> element available. respond within 4 hours of Field service <br /> CMSO logging incident. technician arrival <br /> on-site within 8 <br /> hours of receiving <br /> dispatch <br /> notification. <br /> Low P4 • Service Requests: Minor events and Response provided Not applicable. <br /> warnings in the system. Preventative and during normal business <br /> planned maintenance activities (scheduled hours. <br /> work). Motorola will <br /> acknowledge and <br /> respond within 1 <br /> Business Day. <br /> MOTOROLA SOLUTIONS <br /> Priority Level Definitions and Response Times <br /> Use or disclosure of this proposal is subject to the restrictions on the cover page. <br /> Motorola Solutions <br /> Page 58 <br />