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

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Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 19 4.1.2 Network Event Monitoring Network Event Monitoring provides continuous real-time fault monitoring for radio communications networks. Motorola uses a defined set of tools to remotely monitor the Customer’s ASTRO 25 radio network and characterize network events. When an actionable event takes place, it becomes an incident. CMSO technologists acknowledge and assess these incidents, a nd initiate a defined response. 4.1.2.1 Description of Service With Network Event Monitoring, Motorola uses a Managed Services Suite of Tools (MSST) to detect events 24/7 as they occur, analyze them, and escalate them to the Network Operation Center (NOC). Incidents will be generated automatically based on the criteria shown in Table 4-4: Alarm Threshold Rule Options for all Event Types. Table 4-4: Alarm Threshold Rule Options for all Event Types Standard Threshold Optional Threshold An incident will be triggered if an event fulfills one of the two following criteria: ▪ Event occurs 5 times in 30 minutes. ▪ Event causes 10 minutes of continuous downtime for a monitored component. An incident will be triggered if an event fulfills one of the two following criteria: ▪ Event occurs 7 times in 30 minutes. ▪ Event causes 15 minutes of continuous downtime for a monitored component. The CMSO NOC agent assigns a priority level to an incident, then initiates a response in accordance with the Customer Handling Procedure (CHP). Depending on the incident, Motorola’s response may include continued monitoring for further incident development, remote remediation by technical support, dispatching a field service technician, or other actions Motorola determines necessary. To prevent duplicate incidents from being generated by the same root cause, Motorola employs an auto triage process that groups related incidents. The auto triage process therefore automatically assigns grouped incidents to a field service technician, enabling the resolution of these incidents together if the root alarm has been addressed. Motorola uses a set of standard templates to record key information on service process, defined actions, and points of contact for the Customer’s service. In the event of an incident, Motorola and the Customer can reference these templates. When information is updated, it will be organized in four categories: • Open – Motorola’s points of contact for dispatch permissions, entitlement information, and knowledge management. • Vendor – Escalation and contact information. • Resolution – Incident closure information. • Site Arrival – Site arrival and exit process information. The Customer will be able to access information on Network Event Monitoring activities via Customer Hub, including incident management reports. Any specific remediation and action notes from Motorola’s CMSO or field service technicians will be available for the Customer to review as well. Service Configuration Portal-Lite (SCP-Lite), which can be accessed through Customer Hub, provides a read-only view of the Customer's current service configuration, including site param eters, notification preferences and dispatch information. If the Customer or Motorola makes changes to the network, the Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C