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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 26 <br />• Install demarcation equipment, air conditioning, and other equipment that is not provided by <br />Motorola and is necessary to support the project. <br />• Perform work necessary to complete the connectivity provisioning outside the scope of the <br />installation provided by Motorola. <br />• If Motorola’s design requires wireless backup and out-of-band (OOB) monitoring, Motorola may <br />provide a wireless modem at the Customer location for OOB monitoring for Motorola Solutions <br />Monitored Elements. The Customer shall provide access and accommodation s to install the <br />modem if required. <br />• The Customer will notify Motorola of any maintenance that may affect the operating status of the <br />service using a Customer Maintenance Change Management Request via the Customer Hub. <br />Examples of maintenance activities include: powering down the site, a Motorola Managed <br />Element, or a third-party Network Terminating Unit; or, resetting, recabling, or moving <br />equipment components. <br />• If a Motorola representative visits the Customer Site or works remotely, at the Customer’s <br />request, to investigate an issue with the Service, and the Motorola representative determines <br />the Service is functioning correctly or is prevented from resolving the issue because the <br />Customer did not provide access or reasonable assistance, the Customer will be charged at <br />published or negotiated time and material rates. <br />• Upon termination of the services, Customer shall promptly return to Motorola all equipment <br />provided by Motorola in conjunction with the ASTRO 25 Connectivity Service and not explicitly <br />owned by Customer. Motorola is entitled to invoice any and all costs ar ising out of or in <br />connection with Customer’s failure to return the Motorola equipment if the Motorola equipment <br />is not returned within sixty (60) days following termination of services. <br />Limitations/Exclusions <br />• Additional connectivity outside the scope of these services is not covered in this SOW. <br />• Motorola is not responsible for system faults or deficiencies that are caused by changes or <br />modifications to the system not performed by Motorola. <br />4.1.4 Remote Technical Support <br />Motorola’s Remote Technical Support service provides telephone consultation for technical issues that <br />require a high level of ASTRO 25 network knowledge and troubleshooting capabilities. Remote <br />Technical Support is delivered through the Motorola CMSO organization by a staff of technical support <br />specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues. <br />Motorola applies leading industry standards in recording, monitoring, escalating , and reporting for <br />technical support calls from its contracted customers to provide the support needed to maintain <br />mission-critical systems. <br />4.1.4.1 Description of Service <br />The CMSO organization’s primary goal is Customer Issue Resolution (CIR), providing i ncident <br />restoration and service request fulfillment for Motorola’s currently supported infrastructure. This team of <br />highly skilled, knowledgeable, and experienced specialists is an integral part of the support and <br />technical issue resolution process. The CMSO supports the Customer remotely using a variety of tools, <br />including fault diagnostics tools, simulation networks, and fault database search engines. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C