2024-706-E-Emergency Svc-Motorola Solutions-PSC Radio System Service Maintenance

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Customer Name Text Field August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Overview Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 4 ASTRO System Monitoring ASTRO System Monitoring Service includes advanced network and security monitoring along with connectivity to deliver these services. • Managed Detection and Response Experienced, specialized cybersecurity analyst at Motorola’s Security Operations Center (SOC) will monitor the Customer's ASTRO 25 radio network for security threats. SOC analysts will coordinate with the Customer through the ActiveEye™ Security Platform to identify and mitigate threats to the Customer’s networks. • Network Event Monitoring Real-time, continuous ASTRO 25 radio communications network monitoring and event management. Using sophisticated tools for remote monitoring and event characterization, Motorola will assess events, determine the appropriate response, and initiate that response. Possible responses include remotely addressing the issue, escalation to product technical support groups, and dispatch of designated field technical resources. • ASTRO Connectivity Service The highly scalable ASTRO Connectivity Service provides simple, secure link connections for the services outlined in this SOW. Motorola Solutions Operation Centers internally monitor the link's performance to ensure smooth operations to deliver the above m entioned services. Remote Technical Support Motorola will provide telephone consultation with specialists skilled at diagnosing and swiftly resolving infrastructure operational technical issues that require a high level of ASTRO 25 network experience and troubleshooting capabilities . Network Hardware Repair Motorola will repair Motorola-manufactured infrastructure equipment and select third-party manufactured infrastructure equipment supplied by Motorola. Motorola coordinates the equipment repair logistics process. Security Update Service Motorola will pretest third-party security updates to verify they are compatible with the ASTRO 25 network. Once tested, Motorola posts the updates to a secured extranet website, along with any recommended configuration changes, warnings, or workarounds. Remote Security Update Service Motorola will pre-test third-party security updates to verify they are compatible with the ASTRO 25 network, and remotely push the updates to the Customer’s network. On-Site Infrastructure Response When needed to resolve equipment malfunctions, Motorola will dispatch qualified local technicians to the Customer’s location to diagnose and restore the communications network. Technicians will perform diagnostics on impacted hardware and replace defective components. The service technician’s response time will be based on pre-defined incident priority levels. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C