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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 29 <br />Motorola Responsibilities <br />• Provide the Customer access to the CMSO Service Desk, operational 24/7, to request repair <br />service. <br />• Provide repair return authorization numbers when requested by the Customer. <br />• Receive malfunctioning infrastructure components from the Customer and document its arrival, <br />repair, and return. <br />• Conduct the following services for Motorola infrastructure: <br />- Perform an operational check on infrastructure components to determine the nature of the <br />problem. <br />- Replace malfunctioning components. <br />- Verify that Motorola infrastructure components are returned to applicable Motorola factory <br />specifications. <br />- Perform a box unit test on serviced infrastructure components. <br />- Perform a system test on select infrastructure components. <br />• Conduct the following services for select third-party infrastructure: <br />- When applicable, perform pre-diagnostic and repair services to confirm infrastructure <br />component malfunctions and prevent sending infrastructure components with No Trouble <br />Found (NTF) to third-party vendor for repair. <br />- When applicable, ship malfunctioning infrastructure components to the original equipment <br />manufacturer or third-party vendor for repair service. <br />- Track infrastructure components sent to the original equipment manufacturer or third-party <br />vendor for service. <br />- When applicable, perform a post-test after repair by original equipment manufacturer or <br />third-party vendor to confirm malfunctioning infrastructure components have been repaired <br />and function properly in a Motorola system configuration. <br />• Reprogram repaired infrastructure components to original operating parameters based on <br />software and firmware provided by the Customer, as required in Section 4.1.5.3: Customer <br />Responsibilities. If the Customer’s software version and configuration are not provided, shipping <br />will be delayed. If the repair depot determines that infrastructure components are malfunctioning <br />due to a software defect, the repair depot reserves the right to reload these components with a <br />different but equivalent software version. <br />• Properly package repaired infrastructure components. <br />• Ship repaired infrastructure components to Customer-specified address during normal operating <br />hours of Monday through Friday from 7:00 a.m. to 7:00 p.m. Central Standard Time (CST), <br />excluding holidays. Infrastructure component will be sent using two-day air shipping unless the <br />Customer requests otherwise . Motorola will pay for shipping unless the Customer requests <br />shipments outside of the above mentioned standard business hours or carrier programs, such <br />as next flight out (NFO). In such cases, the Customer will be responsible for paying shipping <br />and handling charges. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C