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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 47 <br />Table 4-16: Premier Priority Level Definitions and Response Times <br />Incident Priority Incident Definition On-Site Response Time <br />Critical P1 Core: Core server or core link failure. No redundant <br />server or link available. <br />Sites/Subsites: Primary site down. Two RF sites or <br />more than 10% of RF sites down, whichever is <br />greater. <br />Consoles: More than 40% of a site’s console <br />positions down. <br />Conventional Channels: Conventional Channel <br />Gateways (CCGW) down without redundant <br />gateways available. <br />Security Features: Security is non-functional or <br />degraded. <br />Response provided 24/7 until <br />service restoration. <br />Field service technician arrival <br />on-site within 2 hours of <br />receiving dispatch notification. <br />High P2 Core: Core server or link failures. Redundant server <br />or link available. <br />Consoles: Between 20% and 40% of a site’s <br />console positions down. <br />Sites/Subsites: One RF site or up to 10% of RF <br />sites down, whichever is greater. <br />Conventional Channels: Up to 50% of CCGWs <br />down. Redundant gateways available. <br />Network Elements: Site router, site switch, or GPS <br />server down. No redundant networking element <br />available. <br />Response provided 24/7 until <br />service restoration. <br />Field service technician arrival <br />on-site within 2 hours of <br />receiving dispatch notification. <br />Medium P3 Consoles: Up to 20% of a site’s console positions <br />down. <br />Conventional Channels: Single channel down. <br />Redundant gateway available. <br />Network Elements: Site router/switch or GPS <br />server down. Redundant networking element <br />available. <br />Response provided during <br />normal business hours until <br />service restoration. <br />Field service technician arrival <br />on-site within 8 hours of <br />receiving dispatch <br />notification. <br />Low P4 Service Requests: Minor events and warnings in <br />the system. Preventative and planned maintenance <br />activities (scheduled work). <br />Not applicable. <br /> <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C