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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 4-2 <br /> <br /> <br />4.1.3 Security Update Service <br />Commercial security software updates are often designed without consideration for specialized <br />systems like radio communications networks. Therefore, they may at sometimes inadvertently disrupt <br />ASTRO 25 networks such as the one proposed to Orange County. Motorola Solutions will test anti- <br />virus, operating system and other software patches to check their compatibility with ASTRO 25. <br />Once tested, Motorola Solutions will post the updates to a secured extranet website and send an email <br />notification to Orange County. If there are any recommended configuration changes, warnings or <br />workarounds, Motorola Solutions will provide detailed documentation along with the updates on the <br />website. When tested updates have been posted, Orange County will need to download and install <br />them. <br /> <br />4.1.4 On-site Infrastructure Response <br />Motorola Solutions will provide repair service from trained and qualified technicians. Once <br />dispatched, technicians will travel to Orange County’s ASTRO 25 network location to diagnose <br />issues and restore functionality. These technicians will run diagnostics on hardware to identify <br />defective components, and repair or replace them as appropriate. Infrastructure Response times are <br />based on a given issue’s impact on overall system function. Any additional travel and expenses shall <br />be subject to a change order and, in accordance with State Contract 725G, reimbursement <br /> <br />4.1.5 Annual Preventive Maintenance <br />Motorola Solutions will annually test and service network components. Qualified field technicians <br />will perform routine hands-on examination and diagnostics of network equipment to keep them <br />operating according to original manufacturer specifications. <br /> <br />MOTOROLA SOLUTIONS SERVICE DELIVERY ECOSYSTEM <br />Essential Plus Services are delivered through a tailored combination of field service personnel, <br />centralized teams, product repair depots and Customer Hub. These service resources will collaborate <br />to swiftly analyze network issues, accurately diagnose root causes, and efficiently resolve issues to <br />return the network to normal operation. <br />Motorola Solutions services will be delivered by staff experienced in servicing mission-critical <br />networks. Motorola Solutions uses the Information Technology Infrastructure Library (ITIL) <br />framework to define service tasks based on industry-recognized best practices. As staff perform tasks, <br />service incident information will be available to Orange County’s administrators and personnel <br />through Customer Hub. <br />Service activities and Motorola Solutions’ service team are described in more detail below. <br />If Orange County, NC prefers to maintain their existing FRU inventory rather than using Motorola Solutions’ depot <br />inventory, Motorola Solutions can provide “loaner” FRUs during the repair process. <br />Travel times and service levels are governed by local geography. Motorola Solutions will provide <br />additional information in the Statement of Work for ASTRO 25 Essential Plus Services and in the <br />Customer Support Plan agreed between Orange County and Motorola Solutions. <br />Docusign Envelope ID: A05892FB-E22F-4F9D-8892-114F73CBF1B7Docusign Envelope ID: 8FA7D053-A257-4BCD-BB7E-4DF984B26C6A