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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 43 <br />Table 4-14: Reboot Responsibilities Matrix <br />Remote SUS <br />Package <br />Motorola Responsibilities Customer Responsibilities <br />Remote Security <br />Update Service <br />▪ Provide a report to the Customer’s <br />main contact listing the servers or <br />workstations which must be rebooted <br />to ensure installed security updates <br />become effective. <br />▪ When a security update requires a <br />reboot, reboot servers and <br />workstations after security updates are <br />installed. <br />▪ When remote deployment is in progress, it <br />may be necessary for multiple reboots to <br />be coordinated with Motorola. <br />Remote Security <br />Update Service with <br />Reboot Support <br />▪ When a security update requires a <br />reboot, dispatch a technician to reboot <br />servers and workstations after <br />security updates are installed. <br />▪ <br />Disclaimer <br />This service tests OEM security updates. Delivering security updates for specific software depends on <br />OEM support for that software. If an OEM removes support (e.g. end-of-life) from deployed software, <br />Motorola may work with the OEM to reduce the impact, b ut may remove support for the affected <br />software from this service without notice. <br />OEMs determine security update schedules, supportability, or release availability without consultation <br />from Motorola. Motorola will obtain and test security updates when they are made available, and <br />incorporate those security updates into the next appropriate release. <br />All security updates are important. This service is intended to balance the security and compatibility of <br />tested updates with agreed upon time/cadence of delivery. Customer assumes the risk of this inherent <br />tradeoff. <br />Motorola disclaims any warranty with respect to pretested database security updates, hypervisor patches, <br />operating system software patches, intrusion detection sensor signature files, or other third-party files, express or <br />implied. Further, Motorola disclaims any warranty concerning non -Motorola software and does not guarantee <br />Customers' systems will be error-free or immune to security breaches as a result of these services. <br />4.1.8 On-Site Infrastructure Response <br />Motorola’s On-Site Infrastructure Response service provides incident management and escalation for <br />on-site technical service requests. The service is delivered by Motorola’s CMSO organization in <br />cooperation with a local service provider. <br />On-Site Infrastructure Response may also be referred to as On-Site Support. <br />4.1.8.1 Description of Service <br />The Motorola CMSO Service Desk will receive the Customer’s request for on-site service. <br />The CMSO Dispatch Operations team is responsible for opening incidents, dispatching on -site <br />resources, monitoring issue resolution, and escalating as needed to ensure strict compliance to <br />committed response times. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C