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Orange County, North Carolina <br />VHF Paging System Upgrades <br />July 19, 2024 <br />Use or disclosure of this proposal is subject <br />to the restrictions on the cover page. <br />Motorola Solutions Confidential Restricted Service/Warranty 4-1 <br /> <br />SECTION 4 <br />SERVICE/WARRANTY <br />This service proposal is governed by the terms and condition of Contract No. USC000003396: and Motorola’s <br />Proposal/Quote dated July 1st, 2024 to June 30th, 2025. <br /> <br /> <br />Essential Plus Services for ASTRO® 25 infrastructure will provide Orange County, NC with the support <br />needed to detect and resolve unforeseen issues. Essential Plus Services consist of the following <br />elements: <br />• Remote Technical Support <br />• Network Hardware Repair with Advanced Replacement <br />• On-site Infrastructure Response <br />• Annual Preventive Maintenance <br /> <br />Together, these elements will help to avoid operational disruptions and maintain the value of Orange County’s <br />communications investment. <br /> <br />ESSENTIAL PLUS ELEMENT DESCRIPTIONS <br />The following sections describe the elements proposed for Orange County’s ASTRO 25 <br />infrastructure. <br /> <br />4.1.1 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 /> <br />4.1.2 Network Hardware Repair with Advanced Replacement <br />To restore Orange County’s ASTRO 25 network components if they malfunction, Motorola Solutions <br />will repair Motorola Solutions-provided infrastructure equipment. This includes select third-party <br />infrastructure equipment supplied by Motorola Solutions. Motorola Solutions will ship and return <br />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 equipment <br />with Advanced Replacement units or Field Replacement Units (FRU), as available. Motorola <br />Solutions’ repair depot will diagnose and repair malfunctioning components, and once repaired, add <br />those to the depot’s FRU inventory. Replacement components will remain in Orange County’s <br />ASTRO 25 network to maintain continued network functionality. <br />Docusign Envelope ID: A05892FB-E22F-4F9D-8892-114F73CBF1B7Docusign Envelope ID: 8FA7D053-A257-4BCD-BB7E-4DF984B26C6A