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Customer Name Text Field August 8, 2024 <br />ASTRO® 25 Advanced Services Statement of Work RFP # or Subtitle Text <br />Motorola Service Delivery Ecosystem <br /> <br />Use or disclosure of this proposal is subject to the restrictions on the cover page. <br />Motorola Solutions <br />Page 7 <br />The CSP also defines the division of responsibilities between the Customer and Motorola so response <br />protocols are pre-defined and well understood when the need arises. <br />The CSP governs how the services will be performed and will be automatically integrated into this SOW <br />by this reference. The CSM and Customer will review and amend the CSP on a mutually agreed <br />cadence so the CSP remains current and effective in governing the Advanced Services. <br />2.4 Customer Hub <br />Supplementing the CSM and the Service Desk as the Customer points of contact, Customer Hub is <br />a web-based platform that provides network maintenance and operations information. The portal is <br />accessed from a desktop, laptop, tablet or smartphone web browser. The information available <br />includes: <br />• Network Event Monitoring: Manage incidents and view self-service reports. Observe incident <br />details by incident priority level, and track the progress of issue resolution. <br />• Remote Technical Support: Manage incidents and view self-service reports. Observe incident <br />details by incident priority level, and track the progress of issue resolution. <br />• Network Hardware Repair: Track return material authorizations (RMA) shipped to Motorola’s <br />repair depot and eliminate the need to call for status updates. In certain countries, customers <br />will also have the ability to create new RMA requests online. <br />• On-Site Infrastructure Response: Manage incidents and view self-service reports. Observe <br />incident details by incident priority level, and track the progress of issue resolution. <br />• Annual Preventive Maintenance : View incident status and details of each annual change <br />request for preventive maintenance, including completed checklist information for the incident. <br />• Network Updates: View system status overview and software update information. <br />• Managed Detection and Response : Manage incidents and view self-service reports. Observe <br />incident details by incident priority level, and track the progress of issue resolution . <br />• Orders and Contract Information: View available information regarding orders, service <br />contracts, and service coverage details. <br />The data presented in Customer Hub is provided to support the services described in the following <br />sections, which define the terms of any service delivery commitments associated with this data. <br /> <br /> <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C