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Docusign Envelope ID:A05892FB-E22F-4F9D-8892-114F73CBF1B7 <br /> 24 <br /> SECTION 4 <br /> SERVICE/WARRANTY <br /> This service proposal is governed by the terms and condition of Contract No.USC000003396: and Motorola's <br /> Proposal/Quote dated July 1st,2024 to June 30th, 2025. <br /> Essential Plus Services for ASTROO 25 infrastructure will provide Orange County, NC with the support <br /> needed to detect and resolve unforeseen issues. Essential Plus Services consist of the following <br /> elements: <br /> • Remote Technical Support <br /> • Network Hardware Repair with Advanced Replacement <br /> • On-site Infrastructure Response <br /> • Annual Preventive Maintenance <br /> Together,these elements will help to avoid operational disruptions and maintain the value of Orange County's <br /> communications investment. <br /> 4.1 ESSENTIAL PLUS ELEMENT DESCRIPTIONS <br /> The following sections describe the elements proposed for Orange County's ASTRO 25 <br /> infrastructure. <br /> 4.1.1 Remote Technical Support <br /> Motorola Solutions' Centralized Managed Support Operations (CMSO)will provide Remote <br /> Technical Support for infrastructure issues that require specific technical expertise. Experienced <br /> technical support specialists will be available to consult with Orange County to help diagnose, <br /> troubleshoot and resolve infrastructure issues. Service Desk maintenance procedures and incident <br /> resolution techniques are based on ISO 9001 and TL 9000 standards. <br /> 4.1.2 Network Hardware Repair with Advanced Replacement <br /> To restore Orange County's ASTRO 25 network components if they malfunction,Motorola Solutions <br /> will repair Motorola Solutions-provided infrastructure equipment. This includes select third-party <br /> infrastructure equipment supplied by Motorola Solutions. Motorola Solutions will ship and return <br /> repaired equipment, and will coordinate the repair of third-party solution components. <br /> To reduce the impact of a malfunction,Motorola Solutions will exchange malfunctioning equipment <br /> with Advanced Replacement units or Field Replacement Units(FRU), as available. Motorola <br /> Solutions' repair depot will diagnose and repair malfunctioning components, and once repaired, add <br /> those to the depot's FRU inventory. Replacement components will remain in Orange County's <br /> ASTRO 25 network to maintain continued network functionality. <br /> Orange County,North Carolina July 19,2024 <br /> VHF Paging System Upgrades Use or disclosure of this proposal is subject <br /> to the restrictions on the cover page. <br /> © Motorola Solutions Confidential Restricted Service/Warranty 4-1 <br />