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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 20 <br />updated information will be incorporated into SCP-Lite allowing the Customer a view of the ASTRO 25 <br />radio network’s state. <br />4.1.2.2 Scope <br />Network Event Monitoring is available 24/7. Incidents generated by the monitoring service will be <br />handled in accordance with Section 5: Priority Level Definitions and Response Times. <br />Network Event Monitoring is a globally provided service unless limited by data export control or other <br />applicable local and regional regulations. Timeframes are based on the Customer’s local time zone. <br />4.1.2.3 Inclusions <br />Network Event Monitoring is available for the devices listed in Section 4.1.2.6: Monitored Elements. <br />Motorola Responsibilities <br />• Provide a dedicated network connection necessary for monitoring the Customer’s <br />communication network. <br />• Provide continuous utility service to any Motorola equipment installed or used at the Customer’s <br />premises to support delivery of the service. The Customer agrees to take reasonable due care <br />to secure the Motorola equipment from theft or damage while on the Customer’s premises. <br />• Create an incident, as necessary. Gather information to perform the following: <br />- Characterize the issue. <br />- Determine a plan of action. <br />- Assign and track the incident to resolution. <br />• Prior to contract start date, provide Motorola with pre -defined information necessary to complete <br />a CSP, including: <br />- Incident notification preferences and procedure. <br />- Repair verification preference and procedure. <br />- Database and escalation procedure forms. <br />• Submit timely changes in any information supplied to Motorola and included in the CSP to the <br />CSM. <br />• Notify the CMSO when the Customer performs any activity that impacts the system. Activity that <br />impacts the system may include, but is not limited to: installing software or hardware upgrades, <br />performing upgrades to the network, renaming elements or devices within the network, and <br />taking down part of the system to perform maintenance. <br />• Send system configuration change requests to Motorola’s CSM. <br />• Allow Motorola’s field service technician, if designated in the CSP, access to equipment, <br />including any connectivity or monitoring equipment, if remote service is not possible. <br />• Allow Motorola’s field service technician, if designated in the CSP, access to remove Motorola- <br />owned monitoring equipment upon cancellation of service. <br />• Provide Motorola with all Customer-managed passwords required to access the Customer’s <br />system upon request, when opening a request for service support, or when needed to enable <br />response to a technical issue. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C