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Orange County, NC August 8, 2024 <br />ASTRO® 25 Advanced Services Statement of Work <br />Priority Level Definitions and Response Times <br /> <br />Use or disclosure of this proposal is subject to the restrictions on the cover page. <br />Motorola Solutions <br />Page 58 <br />Table 5-1: Priority Level Definitions and Response Time <br />Incident <br />Priority <br />Incident Definition Initial Response Time On-Site <br />Response Time <br />Critical <br />P1 <br />▪ Core: Core server or core link failure. No <br />redundant server or link available. <br />▪ Sites/Subsites: Primary site down. Two RF <br />sites or more than 10% of RF sites down, <br />whichever is greater. <br />▪ Consoles: More than 40% of a site’s console <br />positions down. <br />▪ Conventional Channels: Conventional <br />Channel Gateways (CCGW) down without <br />redundant gateways available. <br />▪ Security Features: Security is non-functional <br />or degraded. <br />▪ Alarm Events: Door, motion, intrusion, <br />power failure, or environmental alarms <br />triggered. <br />Response provided 24/7 <br />until service restoration. <br />Technical resource will <br />acknowledge incident and <br />respond within 30 <br />minutes of CMSO logging <br />incident. <br />Response <br />provided 24/7 <br />until service <br />restoration. <br />Field service <br />technician arrival <br />on-site within 4 <br />hours of <br />receiving <br />dispatch <br />notification. <br />High P2 ▪ Core: Core server or link failures. Redundant <br />server 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 <br />RF sites down, whichever is greater. <br />▪ Conventional Channels: Up to 50% of <br />CCGWs down. Redundant gateways <br />available. <br />▪ Network Elements: Site router, site switch, <br />or GPS server down. No redundant <br />networking element available. <br />Response provided 24/7 <br />until service restoration. <br />Technical resource will <br />acknowledge incident and <br />respond within 1 hour of <br />CMSO logging incident. <br />Response <br />provided 24/7 <br />until service <br />restoration. <br />Field service <br />technician arrival <br />on-site within 4 <br />hours of <br />receiving <br />dispatch <br />notification. <br />Medium <br />P3 <br />▪ Consoles: Up to 20% of a site’s console <br />positions down. <br />▪ Conventional Channels: Single channel <br />down. Redundant gateway available. <br />▪ Network Elements: Site router/switch or <br />GPS server down. Redundant networking <br />element available. <br />Response provided <br />during normal business <br />hours until service <br />restoration. <br />Technical resource will <br />acknowledge incident and <br />respond within 4 hours of <br />CMSO logging incident. <br />Response <br />provided during <br />normal business <br />hours until <br />service <br />restoration. <br />Field service <br />technician arrival <br />on-site within 8 <br />hours of receiving <br />dispatch <br />notification. <br />Low P4 ▪ Service Requests: Minor events and <br />warnings in the system. Preventative and <br />planned maintenance activities (scheduled <br />work). <br />Response provided <br />during normal business <br />hours. <br />Motorola will <br />acknowledge and <br />respond within 1 <br />Business Day. <br />Not applicable. <br /> <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C