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 21 • Pay additional support charges above the contracted service agreements that may apply if it is determined that system faults were caused by the Customer making changes to critical system parameters without written agreement from Motorola. • In the event that Motorola agrees in writing to provide supplemental monitoring for third -party elements provided by the Customer, the Customer agrees to obtain third party consents or licenses required to enable Motorola to provide the monitoring service. • Cooperate with Motorola and perform reasonable or necessary acts to enable Motorola to provide these services. • Contact Motorola to coordinate transition of monitoring when the responsibility for monitoring needs to be transferred to or from Motorola, as specified in pre -defined information provided in the Customer’s CSP. An example of a transfer scenario is transfe rring monitoring from Motorola for network monitoring after normal business hours. - Upon contact, the Customer must provide Motorola with customer name, site ID, status on any open incidents, priority level of any open incidents, brief descriptions of any ongoing incident, and action plan for resolving those incidents. • Acknowledge that incidents will be handled in accordance with Section 5: Priority Level Definitions and Response Times. • Connectivity Matrix describes available connectivity options. • If determined necessary by Motorola, provide Motorola-owned equipment at the Customer’s premises for monitoring network elements. The type of equipment and location of deployment is listed in Section 4.1.2.5: Motorola Owned and Supplied Equipment. • Verify connectivity and event monitoring prior to system acceptance or start date. • Monitor system continuously during hours designated in the CSP, and in accordance with Section 5: Priority Level Definitions and Response Times. • Remotely access the Customer’s system to perform remote diagnosis as permitted by the Customer. • Provide the Customer with a link to access system configuration info, site info, system notifications, and system notes. • Cooperate with the Customer to coordinate the transition of monitoring responsibilities between Motorola and the Customer. • Maintain communication as needed with the Customer in the field until incident resolution. • Provide available information on incident resolution to the Customer. Limitations and Exclusions The following activities are outside the scope of the Network Monitoring service: • Motorola will not monitor any elements outside of the Customer’s ASTRO 25 network, or monitor infrastructure provided by a third -party, unless specifically stated. Monitored elements must be within the ASTRO 25 radio network and capable of sending alerts to the Unified Event Manager (UEM). • Additional support charges above contracted service agreement fees may apply if Motorola determines that system faults were caused by the Customer making changes to critical system parameters without written agreement from Motorola. • Monitoring of network transport, such as WAN ports, WAN cloud, and redundant paths, unless provided by supplemental service outside this standard scope . Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C