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Orange County, NC August 8, 2024 <br />ASTRO® 25 Advanced Services Statement of Work <br />Advanced Services Detailed Description <br /> <br />Use or disclosure of this proposal is subject to the restrictions on the cover page. <br />Motorola Solutions <br />Page 15 <br />Table 4-2: Notification Procedures <br />Notification Procedure Details <br />Routine Notification <br />Procedure <br />The means, addresses, format, and desired content (within the capabilities of <br />the installed technology) for Events of Interest. These can be formatted for <br />automated processing, e.g., by ticketing systems. <br />Urgent Notification <br />Procedure <br />Additional, optional means and addresses for notifications of Events of <br />Interest that require urgent notification. These usually include telephone <br />notifications. <br />Motorola will notify the Customer according to the escalation and contact procedures defined by the <br />Customer and Motorola during the implementation process. <br />Tuning <br />Motorola will assess certain events to be environmental noise, potentially addressable configuration <br />issues in the environment, or false positives. Motorola may recommend these be addressed by the <br />Customer to preserve system and network resources. <br />Motorola will provide the Customer with the ability to temporarily suppress alerts reaching ActiveEye, <br />enabling a co-managed approach to tuning and suppressing events or alarms. The SOC may <br />permanently suppress particular alerts and alarms if not necessary for actionable threat detection. <br />Tuning Period Exception <br />The tuning period is considered to be the first 30 days after each service module has been confirmed <br />deployed and configured and starts receiving data. During the tuning period, Motorola may make <br />recommendations to the Customer to adjust the configurations of their installed software so Services <br />can be effectively delivered. Service Availability will not be applicable during the tuning period and <br />responses or notifications may not be delivered. However, Motorola will provide responses and <br />notifications during this period. <br />Motorola may continue to recommend necessary tuning changes after this period, with no impact on <br />Service Availability. <br />4.1.1.6 Managed Detection and Response Priority Level Definitions and Response Times <br />Priority for an alert-generated incident or EOI is determined by the ActiveEye Platform analytics that <br />process multiple incoming alert feeds, automation playbooks, and cybersecurity analyst knowledge. <br />Table 4-3: Priority Level Definitions and Response Times <br />Priority Definition Service Coverage <br />Critical Security incidents that have caused, or are suspected to have caused <br />significant damage to the functionality of the Customer’s ASTRO 25 <br />system or information stored within it. Efforts to recover from the <br />incident may be significant. <br />Examples: <br />▪ Malware that is not quarantined by anti-virus. <br />▪ Evidence that a monitored component has communicated with <br />suspected malicious actors. <br />Response provided 24 <br />hours, 7 days a week, <br />including United States <br />(U.S.) public holidays. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C