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Docusign Envelope ID:5E8BDF61-7622-4D69-B99C-8AA458CF606B <br /> 10 <br /> SECTION 3 <br /> ADVANCED PLUS SERVICE DESCRIPTION <br /> 3.1 OVERVIEW <br /> Advanced Plus Services for ASTRO®25 infrastructure is a comprehensive program to sustain the <br /> long-term performance of Orange County's network.Advanced Plus Services consists of the <br /> following elements: <br /> • Remote Technical Support <br /> • Network Hardware Repair <br /> • Network Hardware Repair with Advanced Replacement <br /> • On-site Infrastructure Response <br /> • Annual Preventative Maintenance <br /> 3.2 ADVANCED PLUS SERVICES ELEMENT DESCRIPTIONS <br /> The following sections describe the elements proposed for Orange County's ASTRO 25 <br /> infrastructure. <br /> 3.2.1 Remote Technical Support <br /> Motorola Solutions' Centralized Managed Support Operations(CMSO)will provide Remote <br /> Technical Support for infrastructure issues that require specific technical expertise. Experienced <br /> technical support specialists will be available to consult with Orange County to help diagnose, <br /> troubleshoot and resolve infrastructure issues. Service Desk maintenance procedures and incident <br /> resolution techniques are based on ISO 9001 and TL 9000 standards. <br /> 3.2.2 Network Hardware Repair <br /> To restore Orange County's ASTRO 25 network components if they malfunction,Motorola <br /> Solutions will repair Motorola Solutions-provided infrastructure equipment. This includes select <br /> third-parry infrastructure equipment supplied by Motorola Solutions. Motorola Solutions will ship <br /> and return repaired equipment, and will coordinate the repair of third-party solution components. <br /> 3.2.3 Network Hardware Repair with Advanced Replacement <br /> To restore Orange County's ASTRO 25 network components if they malfunction,Motorola <br /> Solutions will repair Motorola Solutions-provided infrastructure equipment. This includes select <br /> third-party infrastructure equipment supplied by Motorola Solutions. Motorola Solutions will ship <br /> and return repaired equipment, and will coordinate the repair of third-party solution components. <br /> To reduce the impact of a malfunction,Motorola Solutions will exchange malfunctioning <br /> equipment with Advanced Replacement units or Field Replacement Units(FRU), as available. <br /> Motorola Solutions' repair depot will diagnose and repair malfunctioning components, and once <br /> 25 October 2024 <br /> MCC7500 Console System Use or disclosure of this proposal is subject <br /> to the restrictions on the cover page. <br /> © Motorola Solutions System Description 3-1 <br />