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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 44 <br />The dispatched field service technician will travel to the Customer’s location to restore the system in <br />accordance with Section 4.1.8.5: Priority Level Definitions and Response Times . <br />Motorola will manage incidents as described in this SOW. The CMSO Service Desk will maintain <br />contact with the field service technician until incident closure. <br />4.1.8.2 Scope <br />On-Site Infrastructure Response is available in accordance with Section 4.1.8.5: Priority Level <br />Definitions and Response Times. Customer’s Response Time Classification is designated in the <br />Customer Support Plan. <br />4.1.8.3 Geographical Availability <br />On-Site Infrastructure Response is available worldwide where Motorola servicers are present. <br />Response times are based on the Customer’s local time zone and site location. <br />4.1.8.4 Inclusions <br />On-Site Infrastructure Response is provided for Motorola-provided infrastructure. <br />Motorola Responsibilities <br />• Receive service requests. <br />• Create an incident when service requests are received. Gather information to characterize the <br />issue, determine a plan of action, and assign and track the incident to resolution. <br />• Dispatch a field service technician, as required by Motorola’s standard procedures, and provide <br />necessary incident information. <br />• Provide the required personnel access to relevant Customer information, as needed. <br />• Motorola field service technician will perform the following on-site: <br />- Run diagnostics on the infrastructure component. <br />- Replace defective infrastructure components, as supplied by the Customer. <br />- Provide materials, tools, documentation, physical planning manuals, diagnostic and test <br />equipment, and any other material required to perform the maintenance service. <br />- If a third-party vendor is needed to restore the system, the vendor can be accompanied onto <br />the Customer’s premises. <br />- If required by the Customer’s repair verification in the CSP, verify with the Customer that <br />restoration is complete or system is functional. If verification by the Customer cannot be <br />completed within 20 minutes of restoration, the incident will be closed and the field service <br />technician will be released. <br />- Escalate the incident to the appropriate party upon expiration of a response time. <br />• Close the incident upon receiving notification from the Customer or Motorola field service <br />technician, indicating the incident is resolved. <br />• Notify the Customer of incident status, as defined in the CSP and Service C onfiguration Portal <br />(SCP): <br />- Open and closed. <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C