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Customer Name Text Field Month Day, Year <br />ASTRO® 25 Advanced Services Statement of Work <br />Table of Contents <br /> <br />Use or disclosure of this proposal is subject to the restrictions on the cover page. <br />Motorola Solutions <br />Page 1 <br />Table of Contents <br />Section 1 <br />Overview........................................................................................................................................ 3 <br />Section 2 <br />Motorola Service Delivery Ecosystem ...................................................................................... 6 <br />2.1 Centralized Managed Support Operations .............................................................................6 <br />2.2 Field Service ..............................................................................................................................6 <br />2.3 Customer Support Manager ....................................................................................................6 <br />2.4 Customer Hub ...........................................................................................................................7 <br />Section 3 <br />Connectivity Specifications ........................................................................................................ 8 <br />Section 4 <br />Advanced Services Detailed Description ................................................................................. 9 <br />4.1 ASTRO System Monitoring (NEW) ..........................................................................................9 <br />4.1.1 Managed Detection and Response.......................................................................................................... 9 <br />4.1.2 Network Event Monitoring ...................................................................................................................... 19 <br />4.1.3 ASTRO Connectivity Services ............................................................................................................... 24 <br />4.1.4 Remote Technical Support .................................................................................................................... 26 <br />4.1.5 Network Hardware Repair with Advanced Replacement ....................................................................... 28 <br />4.1.6 Security Update Service......................................................................................................................... 34 <br />4.1.7 Remote Security Update Service ........................................................................................................... 38 <br />4.1.8 On-Site Infrastructure Response ........................................................................................................... 43 <br />4.1.9 Annual Preventative Maintenance ......................................................................................................... 48 <br />4.1.10 Microwave and MPLS Tested Vendor Product Monitoring .................................................................... 75 <br />Section 5 <br />Priority Level Definitions and Response Times .................................................................... 57 <br />Appendix 1: ASTRO 25 Remote Security Update Coverage ............................................... 60 <br /> <br />Table 4-1: Event Handling ........................................................................................................................ 14 <br />Table 4-2: Notification Procedures ........................................................................................................... 14 <br />Table 4-3: Priority Level Definitions and Response Times ...................................................................... 15 <br />Table 4-4: Alarm Threshold Rule Options for all Event Types ................................................................ 19 <br />Table 4-5: Available Connectivity ............................................................................................................. 23 <br />Table 4-6: Motorola Owned and Supplied Equipment ............................................................................. 23 <br />Table 4-7: Monitored Elements ................................................................................................................ 23 <br />Table 4-8: Shipping Charges and Default Mail Service ........................................................................... 34 <br />Table 4-9: Update Cadence ..................................................................................................................... 35 <br />Table 4-10: SUS Packages ...................................................................................................................... 36 <br />Table 4-11: Installation and Reboot Responsibilities Matrix .................................................................... 37 <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C