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Docusign Envelope ID:A05892FB-E22F-4F9D-8892-114F73CBF1B7 <br /> 25 <br /> If Orange County, NC prefers to maintain their existing FRU inventory rather than using Motorola Solutions' depot <br /> inventory, Motorola Solutions can provide"loaner" FRUs during the repair process. <br /> 4.1.3 Security Update Service <br /> Commercial security software updates are often designed without consideration for specialized <br /> systems like radio communications networks. Therefore,they may at sometimes inadvertently disrupt <br /> ASTRO 25 networks such as the one proposed to Orange County. Motorola Solutions will test anti- <br /> virus, operating system and other software patches to check their compatibility with ASTRO 25. <br /> Once tested,Motorola Solutions will post the updates to a secured extranet website and send an email <br /> notification to Orange County. If there are any recommended configuration changes,warnings or <br /> workarounds,Motorola Solutions will provide detailed documentation along with the updates on the <br /> website. When tested updates have been posted, Orange County will need to download and install <br /> them. <br /> 4.1.4 On-site Infrastructure Response <br /> Motorola Solutions will provide repair service from trained and qualified technicians. Once <br /> dispatched,technicians will travel to Orange County's ASTRO 25 network location to diagnose <br /> issues and restore functionality. These technicians will run diagnostics on hardware to identify <br /> defective components,and repair or replace them as appropriate. Infrastructure Response times are <br /> based on a given issue's impact on overall system function. Any additional travel and expenses shall <br /> be subject to a change order and,in accordance with State Contract 725G,reimbursement <br /> Travel times and service levels are governed by local geography. Motorola Solutions will provide <br /> additional information in the Statement of Work for ASTRO 25 Essential Plus Services and in the <br /> Customer Support Plan agreed between Orange County and Motorola Solutions. <br /> 4.1.5 Annual Preventive Maintenance <br /> Motorola Solutions will annually test and service network components. Qualified field technicians <br /> will perform routine hands-on examination and diagnostics of network equipment to keep them <br /> operating according to original manufacturer specifications. <br /> 4.2 MOTOROLA SOLUTIONS SERVICE DELIVERY ECOSYSTEM <br /> Essential Plus Services are delivered through a tailored combination of field service personnel, <br /> centralized teams,product repair depots and Customer Hub. These service resources will collaborate <br /> to swiftly analyze network issues, accurately diagnose root causes, and efficiently resolve issues to <br /> return the network to normal operation. <br /> Motorola Solutions services will be delivered by staff experienced in servicing mission-critical <br /> networks.Motorola Solutions uses the Information Technology Infrastructure Library(ITIL) <br /> framework to define service tasks based on industry-recognized best practices.As staff perform tasks, <br /> service incident information will be available to Orange County's administrators and personnel <br /> through Customer Hub. <br /> Service activities and Motorola Solutions' service team are described in more detail below. <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 4-2 <br />