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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 16 <br />Priority Definition Service Coverage <br />High Security incidents that have localized impact and may become more <br />serious if not quickly addressed. Effort to recover from the incident <br />may be moderate to significant. <br />Examples: <br />▪ Malware that is quarantined by antivirus. <br />▪ Multiple behaviors observed in the system that are consistent with <br />known attacker techniques. <br />Response provided 24 <br />hours, 7 days a week, <br />including U.S. public <br />holidays. <br /> <br />Medium Security incidents that potentially indicate an attacker is performing <br />reconnaissance or initial attempts at accessing the system. Effort to <br />recover from the incident may be low to moderate. <br />Examples include: <br />▪ Suspected unauthorized attempts to log into user accounts. <br />▪ Suspected unauthorized changes to system configurations, such as <br />firewalls or user accounts. <br />▪ Observed failures of security components. <br />▪ Informational events. <br />▪ User account creation or deletion. <br />▪ Privilege change for existing accounts. <br />Response provided on <br />standard business days, <br />Monday through Friday 8 <br />a.m. to 5 p.m. CST/CDT, <br />excluding U.S. public <br />holidays. <br /> <br />Low These are typically service requests from the Customer. Response provided on <br />standard business days, <br />Monday through Friday 8 <br />a.m. to 5 p.m. CST/CDT, <br />excluding U.S. public <br />holidays. <br />4.1.1.7 Response Time Goals <br />Priority Response Time <br />Critical An SOC Cybersecurity Analyst will make contact with the customer technical representative within <br />one (1) hour of the request for support being logged in the issue management system or the <br />creation of an alert suggesting a cybersecurity incident that requires action. Continual effort will be <br />maintained to identify the extent of the incident and provide actions for containment. <br />High An SOC Cybersecurity Analyst will make contact with the customer technical representative within <br />four (4) hours of the request for support being logged at the issue management system or the <br />creation of an alert suggesting a cybersecurity incident that requires action. Continual effort will be <br />maintained to identify the extent of the incident and provide actions for containment. <br />Medium An SOC Cybersecurity Support Engineer will make contact with the customer technical <br />representative within the next business day of the request for support being logged at the issue <br />management system or the creation of an alert suggesting a cybersecurity incident that requires <br />action. <br />Low An SOC Cybersecurity Support Engineer will make contact with the Customer technical <br />representative within seven business days of the logged request for support at the issue <br />management system. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C