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2022-494-E-Emergency Svc-Motorola Solution-Radio Maintenance
Date: 03/14/2022 Company Name: ORANGE COUNTY Required P.O. : Customer # : 1000709553 Bill to Tag # : Contract Start Date : 01-Jul-2022 Contract End Date : 30-Jun-2023 Anniversary Day : Jun 30th Payment Cycle : MONTHLY PO # : Attn: Billing Address: 132 E KING ST City, State, Zip: HILLSBOROUGH , NC, 27278 Customer Contact: Phone: Qty Service Name Service Description Extended Amt LSV01S01108A ASTRO SYSTEM ADVANCED PACKAGE $111,784.46 Subtotal - Recurring Services $9,315.37 $111,784.46 Subtotal - One-Time Event Services $0.00 $0.00 Total $9,315.37 $111,784.46 THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING JURISDICTIONS WHERE APPLICABLE, TO BE VERIFIED BY MOTOROLA SPECIAL INSTRUCTIONS: I received Statements of Work that describe the services provided on this Agreement. Motorola's Service Terms and Conditions, a copy of which is attached to this Service Agreement, is incorporated herein by this reference. Highlighted cybersecurity services added when applicable: SECURITY PATCHING Remote Security Update Service [ ] Does Not Apply [ ] Opt Out - I have received a briefing on this service and choose not to subscribe. Security Update Service [ ] Does Not Apply [ ] Opt Out - I have received a briefing on this service and choose not to subscribe. THREAT DETECTION Managed Detection & Response [ ] Does Not Apply [ ] Opt Out - I have received a briefing on this service and choose not to subscribe. SERVICE AGREEMENT 500 W Monroe Street Chicago, IL. 60661 (888) 325-9336 Quote Number : QUOTE-1696634 Contract Number: USC000003396 Contract Modifier: R11-MAR-22 20:16:58 Site Equipment: 2 Dispatch Sites, 18 MCC7500 Ops, 2 AIS’s and 8 CCGW’s DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 AUTHORIZED CUSTOMER SIGNATURE TITLE DATE CUSTOMER (PRINT NAME) MOTOROLA REPRESENTATIVE(SIGNATURE) TITLE DATE MOTOROLA REPRESENTATIVE(PRINT NAME) PHONE Company Name :ORANGE COUNTY Contract Number :USC000003396 Contract Modifier :R11-MAR-22 20:16:58 Contract Start Date :01-Jul-2022 Contract End Date :30-Jun-2023 SERVICE AGREEMENT 500 W Monroe Street Chicago, IL. 60661 (888) 325-9336 Quote Number : QUOTE-1696634 Contract Number: USC000003396 Contract Modifier: R11-MAR-22 20:16:58 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Earl Delk CSM 9/13/2022 9/23/2022 Bonnie Hammersley County Manager Service Terms and Conditions Motorola Solutions Inc. ("Motorola") and the customer named in this Agreement ("Customer") hereby agree as follows: Section 1. APPLICABILITY These Maintenance Service Terms and Conditions apply to service contracts whereby Motorola will provide to Customer either (1) maintenance, support, or other services under a Motorola Service Agreement, or (2) installation services under a Motorola Installation Agreement. Section 2. DEFINITIONS AND INTERPRETATION 2.1 “Agreement” means these Maintenance Service Terms and Conditions; the cover page for the Service Agreement or the Installation Agreement, as applicable; and any other attachments, all of which are incorporated herein by this reference. In interpreting this Agreement and resolving any ambiguities, these Maintenance Service Terms and Conditions take precedence over any cover page, and the cover page takes precedence over any attachments, unless the cover page or attachment states otherwise. 2.2 “Equipment” means the equipment that is specified in the attachments or is subsequently added to this Agreement. 2.3 “Services” means those installation, maintenance, support, training, and other services described in this Agreement. Section 3. ACCEPTANCE Customer accepts these Maintenance Service Terms and Conditions and agrees to pay the prices set forth in the Agreement. This Agreement becomes binding only when accepted in writing by Motorola. The term of this Agreement begins on the “Start Date” indicated in this Agreement. Section 4. SCOPE OF SERVICES 4.1 Motorola will provide the Services described in this Agreement or in a more detailed statement of work or other document attached to this Agreement. At Customer’s request, Motorola may also provide additional services at Motorola’s then-applicable rates for the services. 4.2 If Motorola is providing Services for Equipment, Motorola parts or parts of equal quality will be used; the Equipment will be serviced at levels set forth in the manufacturer’s product manuals; and routine service procedures that are prescribed by Motorola will be followed 4.3 If Customer purchases from Motorola additional equipment that becomes part of the same system as the initial Equipment, the additional equipment may be added to this Agreement and will be billed at the applicable rates after the warranty for that additional equipment expires. 4.4 All Equipment must be in good working order on the Start Date or when additional equipment is added to the Agreement. Upon reasonable request by Motorola, Customer will provide a complete serial and model number list of the Equipment. Customer must promptly notify Motorola in writing when any Equipment is lost, damaged, stolen or taken out of service. Customer’s obligation to pay Service fees for this Equipment will terminate at the end of the month in which Motorola receives the written notice. 4.5 Customer must specifically identify any Equipment that is labeled intrinsically safe for use in hazardous environments. 4.6 If Equipment cannot, in Motorola’s reasonable opinion, be properly or economically serviced for any reason, Motorola may modify the scope of Services related to that Equipment; remove that Equipment from the Agreement; or increase the price to Service that Equipment. 4.7 Customer must promptly notify Motorola of any Equipment failure. Motorola will respond to Customer's notification in a manner consistent with the level of Service purchased as indicated in this. Section 5. EXCLUDED SERVICES 5.1 Service excludes the repair or replacement of Equipment that has become defective or damaged from use in other than the normal, customary, intended, and authorized manner; use not in compliance with applicable industry standards; excessive wear and tear; or accident, liquids, power surges, neglect, acts of God or other force majeure events. 5.2 Unless specifically included in this Agreement, Service excludes items that are consumed in the normal operation of the Equipment, such as batteries or magnetic tapes.; upgrading or reprogramming Equipment; accessories, belt clips, battery chargers, custom or special products, modified units, or software; and repair or maintenance of any transmission line, antenna, microwave equipment, tower or tower lighting, duplexer, combiner, or multicoupler. Motorola has no obligations for any transmission medium, such as telephone lines, computer networks, the internet or the worldwide web, or for Equipment malfunction caused by the transmission medium. SERVICE AGREEMENT 500 W Monroe Street Chicago, IL. 60661 (888) 325-9336 Quote Number : QUOTE-1696634 Contract Number: USC000003396 Contract Modifier: R11-MAR-22 20:16:58 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Section 6. TIME AND PLACE OF SERVICE Service will be provided at the location specified in this Agreement. When Motorola performs service at Customer’s location, Customer will provide Motorola, at no charge, a non-hazardous work environment with adequate shelter, heat, light, and power and with full and free access to the Equipment. Waivers of liability from Motorola or its subcontractors will not be imposed as a site access requirement. Customer will provide all information pertaining to the hardware and software elements of any system with which the Equipment is interfacing so that Motorola may perform its Services. Unless otherwise stated in this Agreement, the hours of Service will be 8:30 a.m. to 4:30 p.m., local time, excluding weekends and holidays. Unless otherwise stated in this Agreement, the price for the Services exclude any charges or expenses associated with helicopter or other unusual access requirements; if these charges or expenses are reasonably incurred by Motorola in rendering the Services, Customer agrees to reimburse Motorola for those charges and expenses. Section 7. CUSTOMER CONTACT Customer will provide Motorola with designated points of contact (list of names and phone numbers) that will be available twenty-four (24) hours per day, seven (7) days per week, and an escalation procedure to enable Customer’s personnel to maintain contact, as needed, with Motorola. Section 8. INVOICING AND PAYMENT 8.1 Customer affirms that a purchase order or notice to proceed is not required for the duration of this service contract and will appropriate funds each year through the contract end date. Unless alternative payment terms are stated in this Agreement, Motorola will invoice Customer in advance for each payment period. All other charges will be billed monthly, and Customer must pay each invoice in U.S. dollars within twenty (20) days of the invoice date 8.2 Customer will reimburse Motorola for all property taxes, sales and use taxes, excise taxes, and other taxes or assessments that are levied as a result of Services rendered under this Agreement (except income, profit, and franchise taxes of Motorola) by any governmental entity. The Customer will pay all invoices as received from Motorola. At the time of execution of this Agreement, the Customer will provide all necessary reference information to include on invoices for payment in accordance with this Agreement. 8.3 For multi-year service agreements, at the end of the first year of the Agreement and each year thereafter, a CPI percentage change calculation shall be performed using the U.S.Department of Labor, Consumer Price Index, all Items, Unadjusted Urban Areas (CPI-U). Should the annual inflation rate increase greater than 3% during the previous year, Motorola shall have the right to increase all future maintenance prices by the CPI increase amount exceeding 3%. All items, not seasonally adjusted shall be used as the measure of CPI for this price adjustment. Measurement will take place once the annual average for the new year has been posted by the Bureau of Labor Statistics. For purposes of illustration, if in year 5 the CPI reported an increase of 8%, Motorola may increase the Year 6 price by 5% (8%-3% base). Section 9. WARRANTY Motorola warrants that its Services under this Agreement will be free of defects in materials and workmanship for a period of ninety (90) days from the date the performance of the Services are completed. In the event of a breach of this warranty, Customer’s sole remedy is to require Motorola to re-perform the non-conforming Service or to refund, on a pro-rata basis, the fees paid for the non-conforming Service. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Section 10. DEFAULT/TERMINATION 10.1 If either party defaults in the performance of this Agreement, the other party will give to the non-performing party a written and detailed notice of the default. The non-performing party will have thirty (30) days thereafter to provide a written plan to cure the default that is acceptable to the other party and begin implementing the cure plan immediately after plan approval. If the non-performing party fails to provide or implement the cure plan, then the injured party, in addition to any other rights available to it under law, may immediately terminate this Agreement effective upon giving a written notice of termination to the defaulting party. 10.2 Any termination of this Agreement will not relieve either party of obligations previously incurred pursuant to this Agreement, including payments which may be due and owing at the time of termination. All sums owed by Customer to Motorola will become due and payable immediately upon termination of this Agreement. Upon the effective date of termination, Motorola will have no further obligation to provide Services. 10.3 If the Customer terminates this Agreement before the end of the Term, for any reason other than Motorola default, then the Customer will pay to Motorola an early termination fee equal to the discount applied to the last three (3) years of Service payments for the original Term. Section 11. LIMITATION OF LIABILITY Except for personal injury or death, Motorola's total liability, whether for breach of contract, warranty, negligence, strict liability in tort, or otherwise, will be limited to the direct damages recoverable under law, but not to exceed the price of twelve (12) months of Service provided under this Agreement. SERVICE AGREEMENT 500 W Monroe Street Chicago, IL. 60661 (888) 325-9336 Quote Number : QUOTE-1696634 Contract Number: USC000003396 Contract Modifier: R11-MAR-22 20:16:58 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 ALTHOUGH THE PARTIES ACKNOWLEDGE THE POSSIBILITY OF SUCH LOSSES OR DAMAGES, THEY AGREE THAT MOTOROLA WILL NOT BE LIABLE FOR ANY COMMERCIAL LOSS; INCONVENIENCE; LOSS OF USE, TIME, DATA, GOOD WILL, REVENUES, PROFITS OR SAVINGS; OR OTHER SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO OR ARISING FROM THIS AGREEMENT OR THE PERFORMANCE OF SERVICES BY MOTOROLA PURSUANT TO THIS AGREEMENT. No action for contract breach or otherwise relating to the transactions contemplated by this Agreement may be brought more than one (1) year after the accrual of the cause of action, except for money due upon an open account. This limitation of liability will survive the expiration or termination of this Agreement and applies notwithstanding any contrary provision. Section 12. EXCLUSIVE TERMS AND CONDITIONS 12.1 This Agreement supersedes all prior and concurrent agreements and understandings between the parties, whether written or oral, related to the Services, and there are no agreements or representations concerning the subject matter of this Agreement except for those expressed herein. The Agreement may not be amended or modified except by a written agreement signed by authorized representatives of both parties. 12.2 Customer agrees to reference this Agreement on any purchase order issued in furtherance of this Agreement, however, an omission of the reference to this Agreement will not affect its applicability. In no event will either party be bound by any terms contained in a Customer purchase order, acknowledgement, or other writings unless: the purchase order, acknowledgement, or other writing specifically refers to this Agreement; clearly indicate the intention of both parties to override and modify this Agreement; and the purchase order, acknowledgement, or other writing is signed by authorized representatives of both parties. Section 13. PROPRIETARY INFORMATION; CONFIDENTIALITY; INTELLECTUAL PROPERTY RIGHTS 13.1 Any information or data in the form of specifications, drawings, reprints, technical information or otherwise furnished to Customer under this Agreement will remain Motorola’s property, will be deemed proprietary, will be kept confidential, and will be promptly returned at Motorola's request. Customer may not disclose, without Motorola's written permission or as required by law, any confidential information or data to any person, or use confidential information or data for any purpose other than performing its obligations under this Agreement. The obligations set forth in this Section survive the expiration or termination of this Agreement. 13.2 Unless otherwise agreed in writing, no commercial or technical information disclosed in any manner or at any time by Customer to Motorola will be deemed secret or confidential. Motorola will have no obligation to provide Customer with access to its confidential and proprietary information, including cost and pricing data. 13.3 This Agreement does not grant directly or by implication, estoppel, or otherwise, any ownership right or license under any Motorola patent, copyright, trade secret, or other intellectual property, including any intellectual property created as a result of or related to the Equipment sold or Services performed under this Agreement. Section 14. FCC LICENSES AND OTHER AUTHORIZATIONS Customer is solely responsible for obtaining licenses or other authorizations required by the Federal Communications Commission or any other federal, state, or local government agency and for complying with all rules and regulations required by governmental agencies. Neither Motorola nor any of its employees is an agent or representative of Customer in any governmental matters. Section 15. COVENANT NOT TO EMPLOY During the term of this Agreement and continuing for a period of two (2) years thereafter, Customer will not hire, engage on contract, solicit the employment of, or recommend employment to any third party of any employee of Motorola or its subcontractors without the prior written authorization of Motorola. This provision applies only to those employees of Motorola or its subcontractors who are responsible for rendering services under this Agreement. If this provision is found to be overly broad under applicable law, it will be modified as necessary to conform to applicable law. Section 16. MATERIALS, TOOLS AND EQUIPMENT All tools, equipment, dies, gauges, models, drawings or other materials paid for or furnished by Motorola for the purpose of this Agreement will be and remain the sole property of Motorola. Customer will safeguard all such property while it is in Customer’s custody or control, be liable for any loss or damage to this property, and return it to Motorola upon request. This property will be held by Customer for Motorola’s use without charge and may be removed from Customer’s premises by Motorola at any time without restriction. Section 17. GENERAL TERMS 17.1 If any court renders any portion of this Agreement unenforceable, the remaining terms will continue in full force and effect. 17.2 This Agreement and the rights and duties of the parties will be interpreted in accordance with the laws of the State in which the Services are performed. 17.3 Failure to exercise any right will not operate as a waiver of that right, power, or privilege. SERVICE AGREEMENT 500 W Monroe Street Chicago, IL. 60661 (888) 325-9336 Quote Number : QUOTE-1696634 Contract Number: USC000003396 Contract Modifier: R11-MAR-22 20:16:58 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 17.4 Neither party is liable for delays or lack of performance resulting from any causes that are beyond that party’s reasonable control, such as strikes, material shortages, or acts of God. 17.5 Motorola may subcontract any of the work, but subcontracting will not relieve Motorola of its duties under this Agreement. 17.6 Except as provided herein, neither Party may assign this Agreement or any of its rights or obligations hereunder without the prior written consent of the other Party, which consent will not be unreasonably withheld. Any attempted assignment, delegation, or transfer without the necessary consent will be void. Notwithstanding the foregoing, Motorola may assign this Agreement to any of its affiliates or its right to receive payment without the prior consent of Customer. In addition, in the event Motorola separates one or more of its businesses (each a “Separated Business”), whether by way of a sale, establishment of a joint venture, spin-off or otherwise (each a “Separation Event”), Motorola may, without the prior written consent of the other Party and at no additional cost to Motorola, assign this Agreement such that it will continue to benefit the Separated Business and its affiliates (and Motorola and its affiliates, to the extent applicable) following the Separation Event. 17.7 THIS AGREEMENT WILL RENEW, FOR AN ADDITIONAL ONE (1) YEAR TERM, ON EVERY ANNIVERSARY OF THE START DATE UNLESS EITHER THE COVER PAGE SPECIFICALLY STATES A TERMINATION DATE OR ONE PARTY NOTIFIES THE OTHER IN WRITING OF ITS INTENTION TO DISCONTINUE THE AGREEMENT NOT LESS THAN THIRTY (30) DAYS OF THAT ANNIVERSARY DATE. At the anniversary date, Motorola may adjust the price of the Services to reflect its current rates. 17.8 If Motorola provides Services after the termination or expiration of this Agreement, the terms and conditions in effect at the time of the termination or expiration will apply to those Services and Customer agrees to pay for those services on a time and materials basis at Motorola’s then effective hourly rates. 17.9 This Agreement may be executed in one or more counterparts, all of which shall be considered part of the Agreement. The parties may execute this Agreement in writing, or by electronic signature, and any such electronic signature shall have the same legal effect as a handwritten signature for the purposes of validity, enforceability and admissibility. In addition, an electronic signature, a true and correct facsimile copy or computer image of this Agreement shall be treated as and shall have the same effect as an original signed copy of this document. Revised Oct 09, 2021 SERVICE AGREEMENT 500 W Monroe Street Chicago, IL. 60661 (888) 325-9336 Quote Number : QUOTE-1696634 Contract Number: USC000003396 Contract Modifier: R11-MAR-22 20:16:58 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Cybersecurity Online Terms Acknowledgement This Cybersecurity Online Terms Acknowledgement (this “Acknowledgement”) is entered into between Motorola Solutions, Inc. (“Motorola”) and the entity set forth in the signature block below (“Customer”). 1. Applicability and Self Deletion. This Cybersecurity Online Terms Acknowledgement applies to the extent cybersecurity products and services, including Remote Security Update Service, Security Update Service, and Managed Detection & Response subscription services, are purchased by or otherwise provided to Customer, including through bundled or integrated offerings or otherwise.NOTE: This Acknowledgement is self deleting if not applicable under this Section 1. 2. Online Terms Acknowledgement. The Parties acknowledge and agree that the terms of the Cyber Subscription Renewals and Integrations Addendum available at http://www.motorolasolutions.com/cyber-renewals-integrations are incorporated in and form part of the Parties’ agreement as it relates to any cybersecurity products or services sold or provided to Customer. By signing the signature block below, Customer certifies that it has read and agrees to the provisions set forth and linked on-line in this Acknowledgement. To the extent Customer is unable to access the above referenced online terms for any reason, Customer may request a paper copy from Motorola. The signatory to this Acknowledgement represents and warrants that he or she has the requisite authority to bind Customer to this Acknowledgement and referenced online terms. 3. Entire Agreement. This Acknowledgement supplements any and all applicable and existing agreements and supersedes any contrary terms as it relates to Customer's purchase of cybersecurity products and services. This Acknowledgement and referenced terms constitute the entire agreement of the parties regarding the subject matter hereof and as set out in the referenced terms, and supersedes all previous agreements, proposals, and understandings, whether written or oral, relating to this subject matter. 4. Execution and Amendments. This Acknowledgement may be executed in multiple counterparts, and will have the same legal force and effect as if the Parties had executed it as a single document. The Parties may sign in writing or by electronic signature. An electronic signature, facsimile copy, or computer image of a signature, will be treated, and will have the same effect as an original signature, and will have the same effect, as an original signed copy of this document. This Acknowledgement may be amended or modified only by a written instrument signed by authorized representatives of both Parties. The Parties hereby enter into this Acknowledgement as of the last signature date below. Motorola Solutions, Inc. Customer: _______________________ By: ______________________________ By: _____________________________ Name: ___________________________ Name: ___________________________ Title: ____________________________ Title: ____________________________ Date: ____________________________ Date: ____________________________ Revised Oct 9, 2021 SERVICE AGREEMENT 500 W Monroe Street Chicago, IL. 60661 (888) 325-9336 Quote Number : QUOTE-1696634 Contract Number: USC000003396 Contract Modifier: R11-MAR-22 20:16:58 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 9/23/2022 County Manager Bonnie Hammersley Orange County Government 9/27/2022 Earl Delk CSM The information furnished with this Statement of Work (SOW) is proprietary information of Motorola Solutions, Inc. (Motorola Solutions). Such information is submitted with the restriction that it is to be used only for evaluation or performance of the SOW, and is not to be disclosed publicly or in any manner to anyone other than those required to evaluate or perform the SOW, without the express written permission of Motorola Solutions. MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2019 Motorola Solutions, Inc. All rights reserved. ASTRO 25 ADVANCED SERVICES STATEMENT OF WORK V2.4 MARCH, 2022 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this SOW is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Table of Contents i TABLE OF CONTENTS Section 1 ASTRO 25 Advanced Services Statement of Work ........................................................................... 1-1 1.1 Overview ............................................................................................................................ 1-1 1.2 Motorola Solutions Service Delivery Ecosystem ................................................................ 1-2 1.2.1 Centralized Managed Support Operations ..................................................................... 1-2 1.2.2 Field Service ................................................................................................................... 1-3 1.2.3 Customer Support Manager ........................................................................................... 1-3 1.2.4 Repair Depot .................................................................................................................. 1-3 1.2.5 MyView Portal ................................................................................................................ 1-3 1.3 Connectivity Specifications ................................................................................................ 1-4 1.4 Advanced Services Detailed Description ........................................................................... 1-4 1.4.1 Network Event Monitoring .............................................................................................. 1-4 1.4.1.1 Description of Service .............................................................................................1-4 1.4.1.2 Scope .....................................................................................................................1-5 1.4.1.3 Inclusions................................................................................................................1-5 1.4.1.4 Motorola Solutions Responsibilities ........................................................................1-5 1.4.1.5 Limitations and Exclusions .....................................................................................1-6 1.4.1.6 Customer Responsibilities ......................................................................................1-6 1.4.1.7 Connectivity Matrix .................................................................................................1-7 1.4.1.8 Motorola Solutions Owned and Supplied Equipment .............................................1-7 1.4.1.9 Monitored Elements ................................................................................................1-7 1.4.2 Remote Technical Support ............................................................................................. 1-9 1.4.2.1 Description of Service .............................................................................................1-9 1.4.2.2 Scope .....................................................................................................................1-9 1.4.2.3 Inclusions................................................................................................................1-9 1.4.2.4 Motorola Solutions Responsibilities ........................................................................1-9 1.4.2.5 Limitations and Exclusions ...................................................................................1-10 1.4.2.6 Customer Responsibilities ....................................................................................1-10 1.4.3 Network Hardware Repair with Advanced Replacement ............................................. 1-11 1.4.3.1 Description of Service ...........................................................................................1-11 1.4.3.2 Scope ...................................................................................................................1-11 1.4.3.3 Inclusions..............................................................................................................1-11 1.4.3.4 Motorola Solutions Responsibilities ......................................................................1-11 1.4.3.5 Limitations and Exclusions ...................................................................................1-12 1.4.3.6 Customer Responsibilities ....................................................................................1-12 1.4.3.7 Repair Process .....................................................................................................1-14 1.4.3.8 Advanced Replacement .......................................................................................1-15 1.4.4 Remote Security Update Service ................................................................................. 1-19 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this SOW is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Table of Contents ii 1.4.4.1 Description of Service ...........................................................................................1-19 1.4.4.2 Scope ...................................................................................................................1-20 1.4.4.3 Inclusions..............................................................................................................1-20 1.4.4.4 Motorola Solutions Responsibilities ......................................................................1-21 1.4.4.5 Limitations and Exclusions ...................................................................................1-21 1.4.4.6 Customer Responsibilities ....................................................................................1-21 1.4.4.7 Reboot Responsibilities ........................................................................................1-22 1.4.4.8 Disclaimer .............................................................................................................1-22 1.4.5 On-site Infrastructure Response .................................................................................. 1-23 1.4.5.1 Description of Service ...........................................................................................1-23 1.4.5.2 Scope ...................................................................................................................1-23 1.4.5.3 Inclusions..............................................................................................................1-23 1.4.5.4 Motorola Solutions Responsibilities ......................................................................1-23 1.4.5.5 Customer Responsibilities ....................................................................................1-24 1.4.6 Annual Preventive Maintenance ................................................................................... 1-25 1.4.6.1 Description of Service ...........................................................................................1-25 1.4.6.2 Scope ...................................................................................................................1-25 1.4.6.3 Inclusions..............................................................................................................1-25 1.4.6.4 Motorola Solutions Responsibilities ......................................................................1-25 1.4.6.5 Limitations and Exclusions ...................................................................................1-26 1.4.6.6 Customer Responsibilities ....................................................................................1-26 1.4.6.7 Preventive Maintenance Tasks ............................................................................1-26 1.4.6.8 Site Performance Evaluation Procedures .............................................................1-34 1.4.7 Security Monitoring ....................................................................................................... 1-35 1.4.7.1 Scope ...................................................................................................................1-35 1.4.7.2 Inclusion ...............................................................................................................1-35 1.4.7.3 Motorola Solutions Responsibilities ......................................................................1-35 1.4.7.4 Customer Responsibilities ....................................................................................1-36 1.4.7.5 Disclaimer .............................................................................................................1-37 1.4.7.6 Potential ASTRO 25 Firewalls ..............................................................................1-37 1.4.7.7 Security Monitoring Priority Level Definitions and Response Times ....................1-38 1.5 Priority Level Definitions and Response Times ............................................................ 1-39 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-1 SECTION 1 ASTRO 25 ADVANCED SERVICES STATEMENT OF WORK 1.1 OVERVIEW Motorola Solutions’ ASTRO® 25 Advanced Services (“Advanced Services”) provide an integrated and comprehensive sustainment program for fixed end network infrastructure equipment located at the network core, RF sites, and dispatch sites. Advanced Services do not include maintenance for mobile devices, portable devices, or network backhaul equipment. Advanced Services consist of the following elements: Network Event Monitoring. Remote Technical Support. Network Hardware Repair. Remote Security Update Service. On-site Infrastructure Response. Annual Preventive Maintenance. Security Monitoring. Each of these elements is summarized below and expanded upon in Section 1.4. In the event of a conflict between the descriptions below and an individual subsection of Section 1.4, the individual subsection prevails. This Statement of Work (“SOW”), including all of its subsections and attachments is an integral part of the applicable agreement (“Agreement”) between Motorola Solutions, Inc. (“Motorola Solutions”) and the customer (“Customer”). In order to receive the services as defined within this SOW, the Customer is required to keep the system within a standard support period as described in Motorola Solutions’ Software Support Policy (“SwSP”). Network Event Monitoring Real-time, continuous ASTRO 25 radio communications network monitoring and event management. Using sophisticated tools for remote monitoring and event characterization, Motorola Solutions will assess events, determine the appropriate response, and initiate that response. Possible responses include remotely addressing the issue, escalation to product technical support groups, and dispatch of designated field technical resources. Remote Technical Support Motorola Solutions will provide telephone consultation with specialists skilled at diagnosing and swiftly resolving infrastructure operational technical issues that require a high level of ASTRO 25 network experience and troubleshooting capabilities. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-2 Network Hardware Repair Motorola Solutions will repair Motorola Solutions-manufactured infrastructure equipment and select third-party manufactured infrastructure equipment supplied by Motorola Solutions. Motorola Solutions coordinates the equipment repair logistics process. Remote Security Update Service Motorola Solutions will pre-test third-party security updates to verify they are compatible with the ASTRO 25 network, and remotely push the updates to the Customer’s network. On-site Infrastructure Response When needed to resolve equipment malfunctions, Motorola Solutions will dispatch qualified local technicians to the Customer’s location to diagnose and restore the communications network. Technicians will perform diagnostics on impacted hardware and replace defective components. The service technician’s response time will be based on pre-defined incident priority levels. Annual Preventive Maintenance Qualified field service technicians will perform regularly scheduled operational testing and alignment of infrastructure and network components to verify those components comply with the original manufacturer’s specifications. Security Monitoring Real-time, continuous ASTRO 25 radio network security elements monitoring by specialized security technologists with extensive experience working with ASTRO 25 mission-critical networks. For highly complex or unusual security events, Motorola Solutions technologists have direct access to Motorola Solutions engineers for rapid resolution. 1.2 MOTOROLA SOLUTIONS SERVICE DELIVERY ECOSYSTEM Advanced Services are delivered through a tailored combination of local field service personnel, centralized teams equipped with a sophisticated service delivery platform, product repair depots, and MyView Portal. These service entities will collaborate to swiftly analyze issues, accurately diagnose root causes, and promptly resolve issues to restore the Customer’s network to normal operations. 1.2.1 Centralized Managed Support Operations The cornerstone of Motorola Solutions’ support process is the Centralized Managed Support Operations (“CMSO”) organization, which includes the Service Desk and technical support teams. The CMSO is staffed 24x7x365 by experienced personnel, including service desk specialists, security analysts, and operations managers. The Service Desk provides a single point of contact for all service related items, including communications between the Customer, Motorola Solutions, and third-party subcontractors. The Service Desk processes service requests, service incidents, change requests, and dispatching, and communicates with stakeholders in accordance with pre-defined response times. All incoming transactions through the Service Desk are recorded, tracked, and updated through the Motorola Solutions Customer Relationship Management (“CRM”) system. The Service Desk also documents Customer inquiries, requests, concerns, and related tickets. The CMSO coordinates with the field service organization that will serve the Customer locally. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-3 1.2.2 Field Service Motorola Solutions authorized and qualified field service technicians perform on-site infrastructure response, field repair, and preventive maintenance tasks. These technicians are integrated with the Service Desk and with technical support teams and product engineering as required to resolve repair and maintenance requests. 1.2.3 Customer Support Manager A Motorola Solutions Customer Support Manager (“CSM”) will be the Customer’s key point of contact for defining and administering services. The CSM’s initial responsibility is to create the Customer Support Plan (“CSP”) in collaboration with the Customer. The CSP functions as an operating document that personalizes the services described in this document. The CSP contains Customer-specific information, such as site names, site access directions, key contact persons, incident handling instructions, and escalation paths for special issues. The CSP also defines the division of responsibilities between the Customer and Motorola Solutions so response protocols are pre-defined and well understood when the need arises. The CSP governs how the services will be performed and will be automatically integrated into this Statement of Work by this reference. The CSM and Customer will review and amend the CSP on a mutually agreed cadence so the CSP remains current and effective in governing the Advanced Services. 1.2.4 Repair Depot The Motorola Solutions Repair Depot provides the Customer with a central repair location, eliminating the need to send network equipment to multiple vendor locations for repair. All products sent to the Depot are tracked throughout the repair process, from inbound shipment to return, through a case management system that enables Customer representatives to see repair status. 1.2.5 MyView Portal Supplementing the CSM and the Service Desk as the Customer points of contact, MyView Portal is a web-based platform that provides network maintenance and operations information. The portal is accessed from a desktop, laptop, tablet, or smartphone web browser. The information available includes: Network Event Monitoring: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Remote Technical Support: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Network Hardware Repair: Track return material authorizations (“RMA”) shipped to Motorola Solutions’ repair depot and eliminate the need to call for status updates. In certain countries, customers will also have the ability to create new RMA requests online. Remote Security Update Service: View patch history and status of recently completed security updates. On-site Infrastructure Response: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Annual Preventive Maintenance: View incident status and details of each annual change request for preventive maintenance, including completed checklist information for the incident. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-4 Security Monitoring: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Orders and Contract Information: View available information regarding orders, service contracts, and service coverage details. The data presented in MyView Portal is provided to support the services described in the following sections, which define the terms of any service delivery commitments associated with this data. 1.3 CONNECTIVITY SPECIFICATIONS The Advanced Services package requires available internet connectivity provided by the Customer. A minimum connection of 2 Mbps is necessary to enable remote monitoring and update services. 1.4 ADVANCED SERVICES DETAILED DESCRIPTION Due to the interdependence between deliverables within the detailed sections, any changes to or any cancellation of any individual section may require a scope review and price revision. 1.4.1 Network Event Monitoring Network Event Monitoring provides continuous real-time fault monitoring for radio communications networks. Motorola Solutions uses a defined set of tools to remotely monitor the Customer’s ASTRO 25 radio network and characterize network events. When an actionable event takes place, it becomes an incident. Centralized Managed Support Operations (“CMSO”) technologists acknowledge and assess these incidents, and initiate a defined response. 1.4.1.1 Description of Service With Network Event Monitoring, Motorola Solutions uses a Managed Services Suite of Tools (“MSST”) to detect events 24/7 as they occur, analyze them, and escalate them to the Network Operation Center (“NOC”). Incidents will be generated automatically based on the criteria shown in Table 1-1. Table 1-1: Alarm Threshold Rule Options for all Event Types Standard Threshold Optional Threshold An incident will be triggered if an event fulfills one of the two following criteria: Event occurs 5 times in 30 minutes. Event causes 10 minutes of continuous downtime for a monitored component. An incident will be triggered if an event fulfills one of the two following criteria: Event occurs 7 times in 30 minutes. Event causes 15 minutes of continuous downtime for a monitored component. The CMSO NOC agent assigns a priority level to an incident, then initiates a response in accordance with the Customer Handling Procedure (“CHP”). Depending on the incident, Motorola Solutions’ response may include continued monitoring for further incident development, remote remediation by technical support, dispatching a field service technician, or other actions Motorola Solutions determines necessary. To prevent duplicate incidents from being generated by the same root cause, Motorola Solutions employs an auto triage process that groups related incidents. The auto triage process therefore DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-5 automatically assigns grouped incidents to a field service technician, enabling the resolution of these incidents together if the root alarm has been addressed. Motorola Solutions uses a set of standard templates to record key information on service process, defined actions, and points of contact for the Customer’s service. In the event of an incident, Motorola Solutions and the Customer can reference these templates. When information is updated, it will be organized in four categories: Open: – Motorola Solutions’ points of contact for dispatch permissions, entitlement information, and knowledge management. Vendor – Escalation and contact information. Resolution – Incident closure information. Site Arrival – Site arrival and exit process information. The Customer will be able to access information on Network Event Monitoring activities via MyView Portal, including incident management reports. Any specific remediation and action notes from Motorola Solutions’ CMSO or field service technicians will be available for the Customer to review as well. Service Configuration Portal-Lite (“SCP-Lite”), which can be accessed through MyView Portal, provides a read only view of the Customer's current service configuration, including site parameters, notification preferences, and dispatch information. If the Customer or Motorola Solutions make changes to the network, the updated information will be incorporated into SCP-Lite allowing the Customer a view of the ASTRO 25 radio network’s state. 1.4.1.2 Scope Network Event Monitoring is available 24 hours a day, 7 days a week. Incidents generated by the monitoring service will be handled in accordance with Section 1.5: Priority Level Definitions and Response Times. Network Event Monitoring is a globally provided service unless limited by data export control or other applicable local and regional regulations. Timeframes are based on the Customer’s local time zone. 1.4.1.3 Inclusions Network Event Monitoring is available for the devices listed in Section 1.4.1.9: Monitored Elements. 1.4.1.4 Motorola Solutions Responsibilities Provide a dedicated network connection necessary for monitoring the Customer’s communication network. Section 1.4.1.7: Connectivity Matrix describes available connectivity options. If determined necessary by Motorola Solutions, provide Motorola Solutions-owned equipment at the Customer’s premises for monitoring network elements. The type of equipment and location of deployment is listed in Section 1.4.1.8: Motorola Solutions Owned and Supplied Equipment. Verify connectivity and event monitoring prior to system acceptance or start date. Monitor system continuously during hours designated in the Customer Support Plan (“CSP”), and in accordance with Section 1.5: Priority Level Definitions and Response Times. Remotely access the Customer’s system to perform remote diagnosis as permitted by the Customer pursuant to Section 1.4.1.6: Customer Responsibilities. Create an incident, as necessary. Gather information to perform the following: Characterize the issue. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-6 Determine a plan of action. Assign and track the incident to resolution. Provide the Customer with a link to access system configuration info, site info, system notifications, and system notes. Cooperate with the Customer to coordinate the transition of monitoring responsibilities between Motorola Solutions and the Customer as specified in Section 1.4.1.6: Customer Responsibilities. If the Customer's technician designated in the CSP is Mobile OSS (“MOSS”) enabled, the incident will be Automatically Dispatched to MOSS. Otherwise, the incident will be sent to the CMSO Service Desk. Maintain communication as needed with the Customer in the field until incident resolution. Provide available information on incident resolution to the Customer. 1.4.1.5 Limitations and Exclusions The following activities are outside the scope of the Network Monitoring service: Motorola Solutions will not monitor any elements outside of the Customer’s ASTRO 25 network, or monitor infrastructure provided by a third party, unless specifically stated. Monitored elements must be within the ASTRO 25 radio network and capable of sending alerts to the Unified Event Manager (“UEM”). Additional support charges above contracted service agreement fees may apply if Motorola Solutions determines that system faults were caused by the Customer making changes to critical system parameters without written agreement from Motorola Solutions. Monitoring of network transport, such as WAN ports, WAN cloud, and redundant paths, unless provided by supplemental service outside this standard scope. 1.4.1.6 Customer Responsibilities Allow Motorola Solutions continuous remote access to enable the monitoring service. Provide continuous utility service to any Motorola Solutions equipment installed or used at the Customer’s premises to support delivery of the service. The Customer agrees to take reasonable due care to secure the Motorola Solutions equipment from theft or damage while on the Customer’s premises. Prior to contract start date, provide Motorola Solutions with pre-defined information necessary to complete a CSP, including: Incident notification preferences and procedure. Repair verification preference and procedure. Database and escalation procedure forms. Submit timely changes in any information supplied to Motorola Solutions and included in the CSP to the Customer Support Manager (“CSM”). Notify the CMSO when the Customer performs any activity that impacts the system. Activity that impacts the system may include, but is not limited to: installing software or hardware upgrades, performing upgrades to the network, renaming elements or devices within the network, and taking down part of the system to perform maintenance. Send system configuration change requests to Motorola Solutions’ CSM. Allow Motorola Solutions’ field service technician, if designated in the CSP, access to equipment, including any connectivity or monitoring equipment, if remote service is not possible. Allow Motorola Solutions’ field service technician, if designated in the CSP, access to remove Motorola Solutions-owned monitoring equipment upon cancellation of service. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-7 Provide Motorola Solutions with all Customer-managed passwords required to access the Customer’s system upon request, when opening a request for service support, or when needed to enable response to a technical issue. Pay additional support charges above the contracted service agreements that may apply if it is determined that system faults were caused by the Customer making changes to critical system parameters without written agreement from Motorola Solutions. In the event that Motorola Solutions agrees in writing to provide supplemental monitoring for third-party elements provided by the Customer, the Customer agrees to obtain third party consents or licenses required to enable Motorola Solutions to provide the monitoring service. Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola Solutions to provide these services. Contact Motorola Solutions to coordinate transition of monitoring when the responsibility for monitoring needs to be transferred to or from Motorola Solutions, as specified in pre-defined information provided in the Customer’s CSP. An example of a transfer scenario is transferring monitoring from Motorola Solutions for network monitoring after normal business hours. Upon contact, the Customer must provide Motorola Solutions with customer name, site ID, status on any open incidents, priority level of any open incidents, brief descriptions of any ongoing incident, and action plan for resolving those incidents. Acknowledge that incidents will be handled in accordance with Section 1.5: Priority Level Definitions and Response Times. 1.4.1.7 Connectivity Matrix Request connectivity eight weeks in advance of service start date. Table 1-2: Available Connectivity System Type Available Connectivity Set up and Maintenance ASTRO® 25 Internet VPN Motorola Solutions ASTRO® 25 Ethernet Motorola Solutions 1.4.1.8 Motorola Solutions Owned and Supplied Equipment This table identifies equipment that Motorola Solutions will supply to support the network monitoring service for the duration of the service. Table 1-3: Motorola Solutions Owned and Supplied Equipment Equipment Type Location Installed Firewall/Router Master Site Service Delivery Management Server Master Site for each Zone 1.4.1.9 Monitored Elements This table identifies the elements that can be monitored by the service. The specific quantities of each element to be monitored on the Customer’s system will be inventoried in the CHP. Table 1-4: Monitored Elements Monitored Elements Active Directory Enrichment Testing Probe DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-8 Monitored Elements Agent Environmental QUANTAR AIS ESX Radio Interface AMB Exit Router RDM Application Server Firewall RFDS APX Cloud Application GAS Server RGU ATR Gateway RNG AUC Gateway Router Router Backup Server Gateway Unit RTU Base Radio GIS Server SCOM Server Call Processor HSS Short Data Router CAM Infrastructure (CHI CAM) Site Camera Install Server Statistical Server CBSD LAN Switch Storage Networking CCGW Licensing Service Switch CEB Link Telephony Channel Load Balancer TENSR Client Station Logging Recorder Terminal Server CommandCentral AXS dispatch console Logging Replay Station Time Keeper Controller MGEG Training App Conventional Microwave Training Database Core MME TRAK Core Router MOSCAD Server Trap Forwarder Data Processing Network Address UCS Database Server Network Device UEM Data Warehouse Server NTP Virtual Machine Device Configuration Server OP VMS DIU OSP VPM DNS Packet Data Gateway WSGU Domain Controller Physical Host Environmental ZDS DSC 8000 Site Controller Physical Host Power and Network Zone Controller eNodeB Power Distribution Unit DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-9 1.4.2 Remote Technical Support Motorola Solutions’ Remote Technical Support service provides telephone consultation for technical issues that require a high level of ASTRO 25 network knowledge and troubleshooting capabilities. Remote Technical Support is delivered through the Motorola Solutions Centralized Managed Support Operations (“CMSO”) organization by a staff of technical support specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues. Motorola Solutions applies leading industry standards in recording, monitoring, escalating, and reporting for technical support calls from its contracted customers to provide the support needed to maintain mission-critical systems. 1.4.2.1 Description of Service The CMSO organization’s primary goal is Customer Issue Resolution (“CIR”), providing incident restoration and service request fulfillment for Motorola Solutions’ currently supported infrastructure. This team of highly skilled, knowledgeable, and experienced specialists is an integral part of the support and technical issue resolution process. The CMSO supports the Customer remotely using a variety of tools, including fault diagnostics tools, simulation networks, and fault database search engines. Calls requiring incidents or service requests will be logged in Motorola Solutions’ Customer Relationship Management (“CRM”) system, and Motorola Solutions will track the progress of each incident from initial capture to resolution. This helps ensure that technical issues are prioritized, updated, tracked, and escalated as necessary, until resolution. Motorola Solutions will advise and inform Customer of incident resolution progress and tasks that require further investigation and assistance from the Customer’s technical resources. The CMSO Operations Center classifies and responds to each technical support request in accordance with Section 1.5: Priority Level Definitions and Response Times. This service requires the Customer to provide a suitably trained technical resource that delivers maintenance and support to the Customer’s system, and who is familiar with the operation of that system. Motorola Solutions provides technical consultants to support the local resource in the timely closure of infrastructure, performance, and operational issues. 1.4.2.2 Scope The CMSO Service Desk is available via telephone 24 hours per day, 7 days per week, and 365 days per year to receive and log requests for technical support. Remote Technical Support service is provided in accordance with Section 1.5: Priority Level Definitions and Response Times. 1.4.2.3 Inclusions Remote Technical Support service will be delivered for Motorola Solutions-provided infrastructure, including integrated third-party products. 1.4.2.4 Motorola Solutions Responsibilities Maintain availability of the Motorola Solutions CMSO Service Desk via telephone (800-MSI- HELP) 24 hours per day, 7 days per week, and 365 days per year to receive, log, and classify Customer requests for support. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-10 Respond to incidents and technical service requests in accordance with Section 1.5: Priority Level Definitions and Response Times. Provide caller a plan of action outlining additional requirements, activities, or information required to achieve restoral/fulfillment. Maintain communication with the Customer in the field as needed until resolution of the incident. Coordinate technical resolutions with agreed upon third-party vendors, as needed. Escalate support issues to additional Motorola Solutions technical resources, as applicable. Determine, in its sole discretion, when an incident requires more than the Remote Technical Support services described in this SOW and notify the Customer of an alternative course of action. 1.4.2.5 Limitations and Exclusions The following activities are outside the scope of the Remote Technical Support service: Customer training. Remote Technical Support for network transport equipment or third-party products not sold by Motorola Solutions. Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. 1.4.2.6 Customer Responsibilities Prior to contract start date, provide Motorola Solutions with pre-defined information necessary to complete Customer Support Plan (“CSP”). Submit timely changes in any information supplied in the CSP to the Customer Support Manager (“CSM”). Contact the CMSO Service Desk to engage the Remote Technical Support service when needed, providing the necessary information for proper entitlement services. This information includes, but is not limited to, the name of contact, name of Customer, system ID number, site(s) in question, and a brief description of the problem that contains pertinent information for initial issue classification. Maintain suitably trained technical resources familiar with the operation of the Customer’s system to provide field maintenance and technical maintenance services for the system. Supply suitably skilled and trained on-site presence when requested. Validate issue resolution in a timely manner prior to close of the incident. Acknowledge that incidents will be addressed in accordance with Section 1.5: Priority Level Definitions and Response Times. Cooperate with Motorola Solutions, and perform all acts that are reasonable or necessary to enable Motorola Solutions to provide Remote Technical Support. In the event that Motorola Solutions agrees in writing to provide supplemental Remote Technical Support to third-party elements provided by the Customer, the Customer agrees to obtain all third-party consents or licenses required to enable Motorola Solutions to provide the service. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-11 1.4.3 Network Hardware Repair with Advanced Replacement Motorola Solutions will provide hardware repair for Motorola Solutions and select third-party infrastructure equipment supplied by Motorola Solutions. A Motorola Solutions authorized repair depot manages and performs the repair of Motorola Solutions supplied equipment, and coordinates equipment repair logistics. 1.4.3.1 Description of Service Infrastructure components are repaired at Motorola Solutions-authorized Infrastructure Depot Operations (“IDO”). At Motorola Solutions’ discretion, select third-party infrastructure may be sent to the original equipment manufacturer or third-party vendor for repair. Network Hardware Repair is also known as Infrastructure Repair. 1.4.3.2 Scope Repair authorizations are obtained by contacting the Centralized Managed Support Operations (“CMSO”) organization Service Desk, which is available 24 hours a day, 7 days a week. Repair authorizations can also be obtained by contacting the Customer Support Manager (“CSM”). 1.4.3.3 Inclusions This service is available on Motorola Solutions-provided infrastructure components, including integrated third-party products. Motorola Solutions will make a commercially reasonable effort to repair Motorola Solutions manufactured infrastructure products after product cancellation. The post- cancellation support period of the product will be noted in the product’s end-of-life (“EOL”) notification. 1.4.3.4 Motorola Solutions Responsibilities Provide the Customer access to the CMSO Service Desk, operational 24 hours a day and 7 days per week, to request repair service. Provide repair return authorization numbers when requested by the Customer. Receive malfunctioning infrastructure components from the Customer and document its arrival, repair, and return. Conduct the following services for Motorola Solutions infrastructure: Perform an operational check on infrastructure components to determine the nature of the problem. Replace malfunctioning components. Verify that Motorola Solutions infrastructure components are returned to applicable Motorola Solutions factory specifications. Perform a box unit test on serviced infrastructure components. Perform a system test on select infrastructure components. Conduct the following services for select third-party infrastructure: When applicable, perform pre-diagnostic and repair services to confirm infrastructure component malfunctions and prevent sending infrastructure components with No Trouble Found (“NTF”) to third-party vendor for repair. When applicable, ship malfunctioning infrastructure components to the original equipment manufacturer or third-party vendor for repair service. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-12 Track infrastructure components sent to the original equipment manufacturer or third-party vendor for service. When applicable, perform a post-test after repair by original equipment manufacturer or third-party vendor to confirm malfunctioning infrastructure components have been repaired and function properly in a Motorola Solutions system configuration. Reprogram repaired infrastructure components to original operating parameters based on software and firmware provided by the Customer, as required in Section 1.4.3.6: Customer Responsibilities. If the Customer’s software version and configuration are not provided, shipping will be delayed. If the repair depot determines that infrastructure components are malfunctioning due to a software defect, the repair depot reserves the right to reload these components with a different but equivalent software version. Properly package repaired infrastructure components. Ship repaired infrastructure components to Customer-specified address during normal operating hours of Monday through Friday from 7:00 a.m. to 7:00 p.m. Central Standard Time (“CST”), excluding holidays. Infrastructure component will be sent using two-day air shipping unless the Customer requests otherwise. Motorola Solutions will pay for shipping unless the Customer requests shipments outside of the above mentioned standard business hours or carrier programs, such as next flight out (“NFO”). In such cases, the Customer will be responsible for paying shipping and handling charges. 1.4.3.5 Limitations and Exclusions Motorola Solutions may return infrastructure equipment that is no longer supported by Motorola Solutions, the original equipment manufacturer, or a third-party vendor without repairing or replacing it. The following items are excluded from this service: All Motorola Solutions infrastructure components over the post-cancellation support period. All third-party infrastructure components over the post-cancellation support period. All broadband infrastructure components over the post-cancellation support period. Physically damaged infrastructure components. Third-party equipment not shipped by Motorola Solutions. Consumable items including, but not limited to, batteries, connectors, cables, toner or ink cartridges, tower lighting, laptop computers, monitors, keyboards, and mouse. Video retrieval from digital in-car video equipment. RF infrastructure and backhaul components, including but not limited to, antennas, transmission lines, antenna dehydrators, microwave, line boosters, amplifiers (such as tower top amplifiers and bi-directional amplifiers), logging recorders, data talker wireless transmitters, short haul modems, combiners, multicouplers, duplexers, shelters, shelter HVAC, generators, UPS’s, and test equipment. Racks, furniture, and cabinets. Non-standard configurations, customer-modified infrastructure, and certain third party infrastructure. Firmware or software upgrades. 1.4.3.6 Customer Responsibilities Contact or instruct servicer to contact the Motorola Solutions CMSO organization, and request a return authorization number prior to shipping malfunctioning infrastructure components. Provide model description, model number, serial number, type of system, software and firmware version, symptom of problem, and address of site location for spare infrastructure components. Indicate if Motorola Solutions or third-party infrastructure components being sent in for service were subjected to physical damage or lightning damage. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-13 Follow Motorola Solutions instructions regarding including or removing firmware and software applications on infrastructure components being sent in for service. In the event that the Customer requires repair of equipment that is not contracted under this service at the time of request, the Customer acknowledges that charges may apply to cover shipping, labor, and parts. Motorola Solutions and the Customer will collaborate to agree on payment vehicle that most efficiently facilitates the work, commensurate with the level of urgency that is needed to complete the repair. Properly package and ship the malfunctioning component, at the Customer’s expense. The Customer is responsible for properly packaging the malfunctioning infrastructure component to ensure it is not damaged in-transit and arrives in repairable condition. Clearly print the return authorization number on the outside of the packaging. Maintain versions and configurations for software, applications, and firmware to be installed on repaired equipment. Provide Motorola Solutions with proper software and firmware information to reprogram equipment after repair, unless current software has caused this malfunction. Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola Solutions to provide hardware repair services to the Customer. At the Customer’s cost, obtain all third-party consents or licenses required to enable Motorola Solutions to provide the service. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 T 1 The Proposal Title Motorola So 1.4.3.7 R e Goes Here and B olutions Confidenti Repair Proce Breaks Like This ial Restricted ess Figgure 1-1: Reepair Decis ASTRO ion Process Use or disclos to the 25 Advanced Se s Customer A M sure of this propo restrictions on the rvices Statement Agency Name Month 1, 2019 osal is subject e cover page. of Work 1-14 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-15 1.4.3.8 Advanced Replacement As an addition to Hardware Repair service, Advanced Replacement is a repair exchange service for Motorola Solutions and select third-party infrastructure components supplied by Motorola Solutions. When available, Motorola Solutions will provide the Customer with advanced replacement units or Field Replacement Units (“FRU”) in exchange for the Customer’s malfunctioning equipment. A Motorola Solutions-authorized repair depot will evaluate and repair malfunctioning equipment, and add that equipment to the depot’s FRU inventory after completing repairs. Customers who prefer to maintain their own FRU inventory may request a “Loaner” FRU while their unit is being repaired. Refer to Figure 1-2 for details on the unit loan process. 1.4.3.8.1 Added Motorola Solutions Responsibilities for Advanced Replacement Use commercially reasonable efforts to maintain FRU inventory on supported platforms. Provide new or reconditioned FRU’s to the Customer upon request, subject to availability. The FRU will be an equipment type and version similar to the Customer’s malfunctioning component, and will contain equivalent boards and chips. Load firmware and software for equipment that requires programming. The Customer’s software version information must be provided for the replacement FRU to be programmed accordingly. If the Customer’s software version and configuration are not provided, shipping will be delayed. Package and ship FRU from the FRU inventory to Customer-specified address. Motorola Solutions will ship FRU as soon as possible, depending on stock availability and requested configuration. FRU will be shipped during normal operating hours of Monday through Friday from 7:00 a.m. to 7:00 p.m. CST, excluding holidays. Motorola Solutions will pay for the shipping to the Customer, unless the Customer requests shipments outside of standard business hours or carrier programs, such as weekend or next flight out (“NFO”) shipment. In such cases, the Customer will be responsible for paying shipping and handling charges. When sending FRU to the Customer, provide a return air bill in order for the Customer to send the Customer’s malfunctioning component. The Customer’s malfunctioning component will become property of the Motorola Solutions repair depot or select third party replacing it, and the Customer will own the FRU. For loaner equipment, Motorola Solutions will ship repaired infrastructure components to Customer-specified address during normal operating hours, Monday through Friday from 7:00 a.m. to 7:00 p.m. CST, excluding holidays. FRU will be sent using two-day air shipping unless the Customer requests otherwise. Motorola Solutions will pay for shipping unless the Customer requests shipments outside of the above mentioned standard business hours or carrier programs, such as NFO. In such cases, the Customer will be responsible for paying shipping and handling charges. When sending a loaner FRU to the Customer, Motorola Solutions will pay for outbound shipping charges. Inbound shipping to Motorola Solutions for repair will be the Customer’s responsibility. Motorola Solutions will repair and return the Customer’s component, and provide a return air bill for the Customer to return the loaner FRU. Refer to Figure 1-2 for the loaner process, and Table 1-5 for shipping charge details. Provide repair return authorization (“RA”) number upon Customer request to replace infrastructure components that are not classified as an advanced replacement or loaner FRU. Provide a repair RA number so that returned components can be repaired and returned to FRU stock. Receive malfunctioning components from the Customer, carry out repairs and testing, and return it to the FRU stock DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-16 1.4.3.8.2 Added Customer Responsibilities for Advanced Replacement Pay for Advanced Replacement or Loaner FRU shipping from Motorola Solutions repair depot if the Customer requested shipping outside of standard business hours or carrier programs set forth in Section 1.4.3.8.1: Added Motorola Solutions Responsibilities for Advanced Replacement. See Table 1-5: Shipping Charges and Default Mail Service: for shipping charge details. Properly package and ship the malfunctioning component using the pre-paid air-bill that arrived with the FRU. The Customer is responsible for properly packaging the malfunctioning infrastructure component to ensure that it is not damaged in transit and arrives in repairable condition. The Customer will be subject to a replacement fee for malfunctioning components returned improperly. Within five business days of receipt of the advanced replacement FRU from Motorola Solutions’ FRU inventory, properly package the Customer’s malfunctioning FRU and ship the malfunctioning Infrastructure to Motorola Solutions’ repair depot for evaluation and repair. The Customer must send the return air bill back to the repair depot in order to facilitate proper tracking of the returned infrastructure. The Customer will be subject to a full replacement fee for FRU’s not returned within five business days. At the Customer’s expense and risk of loss, the Customer may send a malfunctioning Motorola Solutions or third-party infrastructure component for repairs before a replacement has been sent. In such cases, the malfunctioning component should be properly packaged and shipped to Motorola Solutions. Clearly print the return authorization number on the outside of the packaging. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 T 1 The Proposal Title Motorola So 1.4.3.8.3 R e Goes Here and B olutions Confidenti Replacement P Figur Breaks Like This ial Restricted Process for Ad re 1-2: Adva dvanced Rep anced Repla lacement acement or ASTRO Loaner Dec Use or disclos to the 25 Advanced Se cision Proc Customer A M sure of this propo restrictions on the rvices Statement cess Agency Name Month 1, 2019 osal is subject e cover page. of Work 1-17 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-18 Table 1-5: Shipping Charges and Default Mail Service: Service Advanced Replacement Charges Responsibility Advanced Replacements (Normal Business Hours) Shipped FedEx Overnight or equivalent Motorola Solutions Loaner Shipping Outbound to Customer Loaner Repair and Return Shipping Outbound to Customer Advanced Replacements (Next Flight Out or Other) Customer Exchanges or Loaners Shipped Outbound to Customer by Non-Motorola Carrier* Loaner Repair Shipping Inbound to Motorola Solutions Loaner Installation Labor *Motorola Solutions shipping carrier – FedEx DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-19 1.4.4 Remote Security Update Service Motorola Solutions’ ASTRO 25 Remote Security Update Service (“RSUS”) provides pretested security updates, minimizing cyber risk and software conflicts. These security updates contain operating system security patches and antivirus definitions that have been validated for compatibility with ASTRO 25 systems. Motorola Solutions will remotely deliver tested security updates to the Customer using a network connection. Reboot responsibility is determined by which options are included as part of this service. The ASTRO 25 Security Update Service (“SUS”) and Network Event Monitoring service are prerequisites for RSUS. These prerequisites are included as part of this service package. 1.4.4.1 Description of Service Motorola Solutions remotely installs pretested security updates on the Customer’s network. Motorola Solutions tests security updates for compatibility with ASTRO 25 in a dedicated information assurance lab. Motorola Solutions will install compatible ASTRO 25 security updates using a remote connection. After installing tested security updates remotely, Motorola Solutions provides the Customer with a report outlining the updates made to the Customer’s system. This report will inform the Customer of security update network transfers and installation. 1.4.4.1.1 Remote Update Requirements A reliable connection from Motorola Solutions to the Customer’s network is required to enable remote security update installation. Motorola Solutions’ Network Event Monitoring service includes the required hardware and maintenance, and is a prerequisite to RSUS. Customer systems with slow and/or unreliable remote site links may impact the speed of RSUS updating and our ability to deliver the service. In some instances, Motorola Technical Notices (“MTN”) must be applied to enable Motorola Solutions to remotely deploy the latest security updates. MTN installation is not part of RSUS. In the event Motorola Solutions cannot deploy security updates unless one or more MTNs are installed, Motorola Solutions will communicate this to the Customer. The Customer and their Customer Support Manager (“CSM”) will determine how to apply necessary MTNs. Once necessary MTNs are applied to the Customer’s system, Motorola Solutions will continue to remotely deploy security updates. Connections to other networks, herein referred to as Customer Enterprise Network (“CEN”), are delineated by firewalls. All security updates deployed by RSUS are specific to the equipment included in the ASTRO 25 radio network with only the following exceptions: Key Management Facility (“KMF”) and MCC 7500e consoles. The Customer may request, via the CSM, that Motorola Solutions remotely updates MCC 7500e consoles and KMF in the Customer’s CEN as part of RSUS, or designate Customer IT resources to install the security updates. The Customer must make the appropriate configuration changes to their firewall allowing access. 1.4.4.1.2 Reboot Support If Reboot Support is included with RSUS, Motorola Solutions provides technician support to reboot impacted Microsoft Windows servers and workstations after operating system security patches have been installed. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-20 1.4.4.2 Scope RSUS includes pretested security updates for the software listed in Table 1-6. This table also describes the release cadence for security updates. Table 1-6: Update Cadence Software Update Release Cadence Antivirus Definition Files Weekly Microsoft Windows Monthly Microsoft Windows SQL Server Quarterly Microsoft Windows third party (Adobe Reader) Monthly Red Hat Linux (RHEL) Quarterly VMWare ESXi Hypervisor Quarterly PostgreSQL (From ASTRO 25 7.14 and newer major releases) Quarterly McAfee Patch(es) Quarterly Dot Hill DAS Firmware Quarterly HP SPP Firmware Quarterly QNAP Firmware Quarterly Motorola Solutions installs security updates during normal business hours. Normal business hours are defined as 8 a.m. to 5 p.m. Central Standard Time on Monday through Friday, excluding Public Holidays. The Customer may submit a formal request that Motorola Solutions personnel work outside of these hours. The Customer may need to pay additional costs for work to be completed outside of normal business hours. Motorola Solutions will provide an Impact Timeline (“ITL”) to show installation tasks scheduled during normal business hours, including preparation work and the transfer of security updates to local storage or memory. Server and workstation reboots or zone controller rollover will be initiated at the times shared in the ITL. Intrusive security updates require Customer coordination. Intrusive security updates may require hardware reboots and zone controller rolling (switching from one zone controller to the other) to fully implement. Systems with redundant zone controllers (L2, M2, M3) have low downtime (minutes) as the zone controllers are rolled, but systems with single zone controllers (L1, M1) will be down for longer periods. While rolling the zone controllers, the system will operate in “Site trunking” mode. The Customer will need to be aware of these operational impacts, and coordinate events with users. 1.4.4.3 Inclusions Supported ASTRO 25 core types and security update delivery methods are included in Table 1-7. This table indicates if Motorola Solutions will provide any RSUS optional services to the Customer. RSUS supports the current Motorola Solutions ASTRO 25 system release and aligns with the established Software Support Policy (SwSP). Motorola Solutions reserves the right to determine which releases are supported as business conditions dictate. Additional charges may apply in the event of supporting older releases. Contact Motorola Solutions’ assigned Customer Support Manager (“CSM”) for the latest supported releases. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-21 Table 1-7: SUS Packages Service ASTRO 25 Core Type Included Remote Security Update Service L Core M Core Simplified Core X Remote Security Update Service with Reboot Support L Core M Core Simplified Core Responsibilities for rebooting applicable hardware are detailed in Section 1.4.4.7: Reboot Responsibilities. 1.4.4.4 Motorola Solutions Responsibilities Remotely deploy updates listed in Section 1.4.4.2: Scope on the Customer’s system. Updates will be installed on the cadence described in that section. As outlined in Section 1.4.4.2: Scope, coordinate and communicate with the Customer when installing updates that will require server reboots, workstation reboots, or both. Install non-intrusive updates, like antivirus definitions, as released without coordination. In the event no security updates are released by the OEMs during the usual time period, Motorola Solutions will send a notice that no new security updates were deployed. 1.4.4.5 Limitations and Exclusions Systems with non-standard configurations that have not been certified by Motorola Solutions’ Systems Integration and Test (“SIT”) team are specifically excluded from this service, unless otherwise agreed in writing by Motorola Solutions. Interim or unplanned releases outside the supported release cadence. Service does not include pretested intrusion detection system (“IDS”) signature updates for IDS solutions. However, select vendor IDS signature updates are made available via the secure website. The available vendors may change pursuant to Motorola Solutions' business decisions. The Customer is responsible for complying with all IDS licensing requirements and fees, if any. This service does not include releases for Motorola Solutions products that are not ASTRO 25 L, M, and Simplified Core radio network infrastructure equipment. The following are examples of excluded products: WAVE PTX™, Critical Connect, and VESTA® solutions. K Core ASTRO 25 systems are excluded. Motorola Solutions product updates are not included in these services. Shared network infrastructure firmware, such as transport and firewall firmware, are not included in these services. 1.4.4.6 Customer Responsibilities This service requires connectivity from Motorola Solutions’ CMSO to the Customer’s ASTRO 25 system. Procure Motorola Solutions’ Network Event Monitoring service, and maintain it for the duration of RSUS contract. Refrain from making uncertified changes to the ASTRO 25 system. Consult with Motorola Solutions before making changes to the ASTRO 25 system. Be aware of the operational impacts of RSUS update installation, and coordinate the update process with users. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-22 Coordinate any maintenance or other updates that are not part of RSUS with Motorola Solutions to minimize downtime and redundant efforts. 1.4.4.7 Reboot Responsibilities Microsoft Windows servers and workstations often need to be rebooted before security updates take full effect and mitigate vulnerabilities. Reboot responsibilities are determined by the specific RSUS package being purchased. Table 1-8 contains the breakdown of responsibilities. Section 1.4.4.3: Inclusions indicates which services are included. Table 1-8: Reboot Responsibilities Matrix Remote SUS Package Motorola Solutions Responsibilities Customer Responsibilities Remote Security Update Service Provide a report to the Customer’s main contact listing the servers or workstations which must be rebooted to ensure installed security updates become effective. When a security update requires a reboot, reboot servers and workstations after security updates are installed. When remote deployment is in progress, it may be necessary for multiple reboots to be coordinated with Motorola Solutions. Remote Security Update Service with Reboot Support When a security update requires a reboot, dispatch a technician to reboot servers and workstations after security updates are installed. 1.4.4.8 Disclaimer This service tests OEM security updates. Delivering security updates for specific software depends on OEM support for that software. If an OEM removes support (end-of-life) from deployed software, Motorola Solutions will work with the OEM to reduce the impact, but may remove support for the affected software from this service without notice. OEMs determine security update schedules, supportability, or release availability without consultation from Motorola Solutions. Motorola Solutions will obtain and test security updates when they are made available, and incorporate those security updates into the next appropriate release. Motorola Solutions disclaims any warranty with respect to pretested database security updates, hypervisor patches, operating system software patches, intrusion detection sensor signature files, or other third-party files, express or implied. Further, Motorola Solutions disclaims any warranty concerning non-Motorola Solutions software and does not guarantee Customers' systems will be error-free or immune to security breaches as a result of these services. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-23 1.4.5 On-site Infrastructure Response Motorola Solutions’ On-site Infrastructure Response service provides incident management and escalation for on-site technical service requests. The service is delivered by Motorola Solutions’ Centralized Managed Support Operations (“CMSO”) organization in cooperation with a local service provider. On-site Infrastructure Response may also be referred to as On-site Support. 1.4.5.1 Description of Service The Motorola Solutions CMSO Service Desk will receive the Customer’s request for on-site service. The CMSO Dispatch Operations team is responsible for opening incidents, dispatching on-site resources, monitoring issue resolution, and escalating as needed to ensure strict compliance to committed response times. The dispatched field service technician will travel to the Customer’s location to restore the system in accordance with Section 1.5: Priority Level Definitions and Response Times. Motorola Solutions will manage incidents as described in this SOW. The CMSO Service Desk will maintain contact with the field service technician until incident closure. 1.4.5.2 Scope On-site Infrastructure Response is available 24 hours a day, 7 days a week in accordance with Section 1.5: Priority Level Definitions and Response Times. Customer’s Response Time Classification is designated in the Customer Support Plan. 1.4.5.3 Inclusions On-site Infrastructure Response is provided for Motorola Solutions-provided infrastructure. 1.4.5.4 Motorola Solutions Responsibilities Receive service requests. Create an incident when service requests are received. Gather information to characterize the issue, determine a plan of action, and assign and track the incident to resolution. Dispatch a field service technician, as required by Motorola Solutions’ standard procedures, and provide necessary incident information. Provide the required personnel access to relevant Customer information, as needed. Motorola Solutions field service technician will perform the following on-site: Run diagnostics on the infrastructure component. Replace defective infrastructure component, as supplied by the Customer. Provide materials, tools, documentation, physical planning manuals, diagnostic and test equipment, and any other material required to perform the maintenance service. If a third-party vendor is needed to restore the system, the vendor can be accompanied onto the Customer’s premises. If required by the Customer’s repair verification in the Customer Support Plan (“CSP”), verify with the Customer that restoration is complete or system is functional. If verification by the Customer cannot be completed within 20 minutes of restoration, the incident will be closed and the field service technician will be released. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-24 Escalate the incident to the appropriate party upon expiration of a response time. Close the incident upon receiving notification from the Customer or Motorola Solutions field service technician, indicating the incident is resolved. Notify the Customer of incident status, as defined in the CSP and Service Configuration Portal (“SCP”): Open and closed. Open, assigned to the Motorola Solutions field service technician, arrival of the field service technician on-site, delayed, or closed. Provide incident activity reports to the Customer, if requested. 1.4.5.5 Customer Responsibilities Contact Motorola Solutions, as necessary, to request service. Prior to start date, provide Motorola Solutions with the following pre-defined Customer information and preferences necessary to complete CSP: Incident notification preferences and procedure. Repair verification preference and procedure. Database and escalation procedure forms. Submit timely changes in any information supplied in the CSP to the Customer Support Manager (“CSM”). Provide the following information when initiating a service request: Assigned system ID number. Problem description and site location. Other pertinent information requested by Motorola Solutions to open an incident. Provide field service technician with access to equipment. Supply infrastructure spare or FRU, as applicable, in order for Motorola Solutions to restore the system. Maintain and store software needed to restore the system in an easily accessible location. Maintain and store proper system backups in an easily accessible location. If required by repair verification preference provided by the Customer, verify with the CMSO Service Desk and dispatch that restoration is complete or system is functional. Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola Solutions to provide these services. In the event that Motorola Solutions agrees in writing to provide supplemental On-site Infrastructure Response to Customer-provided third-party elements, the Customer agrees to obtain and provide applicable third-party consents or licenses to enable Motorola Solutions to provide the service. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-25 1.4.6 Annual Preventive Maintenance Motorola Solutions personnel will perform a series of maintenance tasks to keep network equipment functioning correctly. 1.4.6.1 Description of Service Annual Preventative Maintenance provides annual operational tests on the Customer’s infrastructure equipment to monitor its conformance to specifications. 1.4.6.2 Scope Annual Preventive Maintenance will be performed during standard business hours, unless otherwise agreed to in writing. After the service starts, if the system or Customer requirements dictate that the service must occur outside of standard business hours, an additional quotation will be provided. The Customer is responsible for any charges associated with unusual access requirements or expenses. 1.4.6.3 Inclusions Annual Preventive Maintenance service will be delivered for Motorola Solutions-provided infrastructure, including integrated third-party products, per the level of service marked in Table 1-9. Table 1-9: Preventive Maintenance Level Service Level Included Level 1 Preventive Maintenance X Level 2 Preventive Maintenance 1.4.6.4 Motorola Solutions Responsibilities Notify the Customer of any planned system downtime needed to perform this service. Maintain communication with the Customer as needed until completion of the Annual Preventive Maintenance. Determine, in its sole discretion, when an incident requires more than the Annual Preventive Maintenance services described in this SOW, and notify the Customer of an alternative course of action. Provide the Customer with a report in MyView Portal, or as otherwise agreed in the Customer Support Plan (“CSP”), comparing system performance with expected parameters, along with any recommended actions. Time allotment for report completion is to be mutually agreed. Provide trained and qualified personnel with proper security clearance required to complete Annual Preventive Maintenance services. Field service technician will perform the following on-site: Perform the tasks defined in Section 1.4.6.7: Preventive Maintenance Tasks. Perform the procedures defined in Section 1.4.6.8: Site Performance Evaluation Procedures for each site type on the system. Provide diagnostic and test equipment necessary to perform the Preventive Maintenance service. As applicable, use the Method of Procedure (“MOP”) defined for each task. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-26 1.4.6.5 Limitations and Exclusions The following activities are outside the scope of the Annual Preventive Maintenance service. Preventive maintenance for third-party equipment not sold by Motorola Solutions as part of the original system. Network transport link performance verification. Verification or assessment of Information Assurance. Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. Tower climbs, tower mapping analysis, or tower structure analysis. 1.4.6.6 Customer Responsibilities Provide preferred schedule for Annual Preventative Maintenance to Motorola Solutions. Authorize and acknowledge any scheduled system downtime. Maintain periodic backup of databases, software applications, and firmware. Establish and maintain a suitable environment (heat, light, and power) for the equipment location as described in equipment specifications, and provide Motorola Solutions full, free, and safe access to the equipment so that Motorola Solutions may provide services. All sites shall be accessible by standard service vehicles. Submit timely changes in any information supplied in the CSP to the Customer Support Manager (“CSM”). Provide site escorts, if required, in a timely manner. Provide Motorola Solutions with requirements necessary for access to secure facilities. In the event that Motorola Solutions agrees in writing to provide supplemental Annual Preventive Maintenance to third-party elements provided by Customer, the Customer agrees to obtain any third-party consents or licenses required to enable Motorola Solutions field service technician to access the sites to provide the service. 1.4.6.7 Preventive Maintenance Tasks The Preventive Maintenance service includes the tasks listed in this section. Tasks will be performed based on the level of service noted in Section 1.4.6.3: Inclusions. MASTER SITE CHECKLIST– LEVEL 1 Servers Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Network Management (“NM”) Client Applications Review Unified Event Manager (“UEM”) events and verify backhaul links are reported as operational. Review event log for persistent types. Verify all NM client applications are operating correctly. Verify System software physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Complete Backup Verify backups have been completed or scheduled, and that data has been stored in accordance with the Customer’s backup plan. Check that adequate storage space is available for backups. Network Time Protocol (“NTP”) Verify operation and syncing all devices. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-27 MASTER SITE CHECKLIST– LEVEL 1 Data Collection Devices (“DCD”) check (if present) Verify data collection. Anti-Virus Verify anti-virus is enabled and that definition files on core security management server were updated within two weeks of current date. Routers Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on router type. Capture available diagnostic logs. Verify Redundant Routers Test redundancy in cooperative routers. Carry out core router switchover in coordination with Customer. Switches Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on switch type. Capture available diagnostic logs. Verify Redundant Switches Test redundancy in backhaul switches. Carry out core router switchover in coordination with Customer. Domain Controllers (non-Common Server Architecture) Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Verify System software physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Firewalls Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Logging Equipment Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Server CPU Health Check memory, HDD, CPU, and disk space utilization. PRIME SITE CHECKLIST – LEVEL 1 Software Verify System software physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Switches Equipment Alarms Check LED and/or other status indicators for fault conditions. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-28 PRIME SITE CHECKLIST – LEVEL 1 Capture Diagnostics Perform recommended diagnostic tests based on switch type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Routers Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on router type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Miscellaneous Equipment Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Site Frequency Standard Check (Timing Reference Unit) Check LEDs for proper operation. Site Controllers Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Equipment Alarms Check LED and/or other status indicators for fault conditions. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Site Controller Redundancy (Trunking) Roll site controllers with no dropped audio. Comparators Equipment Alarms Verify no warning/alarm indicators. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. DISPATCH SITE CHECKLIST – LEVEL 1 General Inspect all Cables Inspect all cables and connections to external interfaces are secure. Mouse and Keyboard Verify operation of mouse and keyboard. Configuration File Verify each operator position has access to required configuration files. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-29 DISPATCH SITE CHECKLIST – LEVEL 1 Console Operator Position Time Verify console operator position time is consistent across all operator positions. Screensaver Verify screensaver set as Customer prefers. Screen Performance Verify screen operational and is not suffering from dead pixels or image burn- in that prevent user operation. Touchscreen Verify touchscreen operation, if present. Cabling/Lights/Fa ns Visual inspection of all equipment cabling, lights, and fans Filters/Fans/Dust Clean all equipment filters and fans and remove dust. Monitor and Hard Drive Confirm monitor and hard drive do not "sleep". DVD/CD Verify and clean DVD or CD drive. Time Synchronization Verify console time is synchronized with NTP server Anti-Virus Verify anti-virus is enabled and that definition files have been updated within two weeks of current date. Headset Unplugged Testing Speakers Test all speakers for audio quality, volume, static, drop-outs, and excess hiss when turned up. Channel Audio in Speaker Verify selected channel audio in select speaker only. Footswitch Pedals Verify both footswitch pedals operational. Radio On-Air Light Verify radio on-air light comes on with TX (if applicable). Headset Plugged In Testing Radio TX and RX Verify radio TX/RX from both headset jacks. Verify levels OK. Check volume controls for noise, static, or drop-outs. Speaker Mute Verify speaker mutes when muted. Telephone Operation Verify telephone operational through both headset jacks. Check volume controls for noise, static, or drop-outs. Audio Switches Verify audio switches to speaker when phone off-hook if interfaced to phones. Radio Takeover in Headset Verify radio-takeover in headset mic when phone is off-hook, with mic switching to radio and muting phone during push-to-talk. Other Tests Phone Status Light Verify phone status light comes on when phone is off-hook (if applicable). Desk Microphone Operation Confirm desk mic operation (if applicable). Radio Instant Recall Recorder (“IRR”) Operation Verify radio IRR operational on Motorola Solutions dispatch (if applicable). Telephone IRR Operation Verify telephone IRR operational on Motorola Solutions dispatch, if on radio computer. Recording Verify operator position being recorded on long term logging recorder, if included in service agreement DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-30 DISPATCH SITE CHECKLIST – LEVEL 1 Computer Performance Testing Computer Reboot Reboot operator position computer. Computer Operational Confirm client computer is fully operational (if applicable). Audio Testing Conventional Resources Confirm all conventional resources are functional, with adequate audio levels and quality. Secure Mode Confirm any secure talkgroups are operational in secure mode. Trunked Resources Confirm all trunked resources on screen are functioning by placing a call in both directions, at the Customer's discretion, and at a single operator position Backup Resources Confirm backup resources are operational. Logging Equipment Tests Recording - AIS Test Verify audio logging of trunked calls. Recording With Customer assistance, test operator position logging on recorder. System Alarms Review alarm system on all logging equipment for errors. Capture Diagnostics Perform recommended diagnostic tests based on equipment, and capture available diagnostic logs. Verify System software Physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Playback Station (Motorola Solutions Provided) Capture Diagnostics Perform recommended diagnostic tests based on equipment, and capture available diagnostic logs. Recall Audio Verify that radio and telephone audio can be recalled. RF SITE CHECKLIST – LEVEL 1 RF PM Checklist Equipment Alarms Verify no warning or alarm indicators. Clean Fans and Equipment Use an antistatic vacuum to clean cooling pathways. Site Frequency Standard Check Check LEDs for proper operation. Basic Voice Call Check Voice test each voice path, radio to radio. Trunking Control Channel Redundancy Roll control channel, test, and roll back. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-31 RF SITE CHECKLIST – LEVEL 1 Trunking Site Controller Redundancy, ASTRO 25 Site Repeater only Roll site controllers with no dropped audio. PM Optimization Workbook (See Section 1.4.6.8 Site Performance Evaluation Procedures for GTR tests) Complete Base Station Evaluation tests - Frequency Error, Modulation Fidelity, Forward at Set Power, Reverse at Set Power, and Gen Level Desense no TX. Update station logs. MOSCAD CHECKLIST – LEVEL 1 MOSCAD Server Equipment Alarms Verify no warning or alarm indicators. Check Alarm/Event History Review MOSCAD alarm and events to find if there are chronic issues. Windows Event Logs Review Windows event logs. Save and clear if full. Password Verification Log in to site devices to verify passwords. Document changes if any found. Verify System software Physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. MOSCAD Client Equipment Alarms Verify no warning or alarm indicators. Check Alarm / Event History Review MOSCAD alarm and events to find if there are chronic issues. Windows Event Logs Review Windows event logs. Save and clear if full. Password Verification Site devices to verify passwords. Document changes if any found. Verify System software Physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. MOSCAD RTU's Equipment Alarms Verify no warning or alarm indicators. Verify Connectivity Verify connectivity Password Verification Site devices to verify passwords. Document changes if any found. Check Alarm/Event History Review MOSCAD alarms and events to find if there are chronic issues. Verify System software Physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-32 FACILITIES CHECKLIST – LEVEL 1 Visual Inspection Exterior Antenna Site Registration Sign Verify that the Antenna Site Registration sign is posted. Warning Sign - Tower Verify that a warning sign is posted on the tower. Warning Sign - Gate Verify that a warning sign is posted at the compound gate entrance. 10 Rule Sign Verify that a 10 rules sign is posted on the inside of the shelter door. Outdoor Lighting Verify operation of outdoor lighting and photocell. Exterior of Building Check exterior of building for damage and disrepair. Fences / Gates Check fences and gates for damage and disrepair. Landscape / Access Road Check landscape and access road for accessibility. Visual Inspection Interior Electrical Surge Protectors Check electrical surge protectors for alarms. Emergency Lighting Verify emergency lighting operation. Indoor Lighting Verify indoor lighting. Equipment Inspection Visually inspect that all hardware, including equipment, cables, panels, batteries, and racks, is in acceptable physical condition for normal operation. Regulatory Compliance (License, ERP, Frequency, Deviation) Check for site and station FCC licensing indicating regulatory compliance. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. UPS Visual inspection (condition, cabling) Check for damage, corrosion, physical connections, dirt and dust, and error indications. Generator Visual Inspection Check panel housing for cracks, rust, and weathering. Check physical connections for corrosion, dirt and dust, or other abnormal conditions. Fuel Verify fuel levels in backup generators, document date of last fuel delivered from fuel service provider. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-33 FACILITIES CHECKLIST – LEVEL 1 Oil Check the oil dipstick for proper level. Note condition of oil. Verify operation (no switchover) Verify generator running and check ease or difficulty of start. Is generator "throttling" or running smooth? Any loud unusual noise? Document any concerns or abnormal conditions. Motorized Dampers Check operation HVAC Air Filter Check air filter and recommend replacement if required. Coils Check coils for dirt and straightness. Outdoor Unit Check that outdoor unit is unobstructed. Wiring Check wiring for insect and rodent damage. Cooling / Heating Check each HVAC unit for cooling/heating. Motorized Dampers Check operation. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-34 1.4.6.8 Site Performance Evaluation Procedures The Preventive Maintenance service includes the site performance evaluation procedures listed in this section. ASTRO 25 GTR ESS SITE PERFORMANCE Antennas Transmit Antenna Data Receive Antenna System Data Tower Top Amplifier Data FDMA Mode Base Radio Transmitter Tests Base Radio Receiver Tests Base Radio Transmit RFDS Tests Receive RFDS Tests with TTA (if applicable) Receive RFDS Tests without TTA (if applicable) TDMA Mode Base Radio TDMA Transmitter Tests Base Radio TDMA Receiver Tests TDMA Transmit RFDS Tests TDMA Receive RFDS Tests with 432 Diversity TTA TDMA Receive RFDS Tests with 2 Independent TTA's (if applicable) TDMA Receive RFDS Tests without TTA (if applicable) DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-35 1.4.7 Security Monitoring Security Monitoring provides continuous monitoring of authentication logs and monitors for potential introduction of malware into the ASTRO 25 network. 1.4.7.1 Scope ASTRO 25 Security Monitoring is available 24 hours a day, 7 days a week. The service is delivered by the Motorola Solutions Security Operations Center (“SOC”). The SOC is part of Motorola Solutions’ Cyber Security Organization and is staffed by highly trained and experienced security professionals. When a security event is detected, the security specialists run remote diagnostics and initiate an appropriate response. This response may consist of continuing to monitor the event for further development, or logging an incident for dispatch of a field service or customer technician (dependent on any maintenance agreement). Motorola Solutions responds to events in accordance with Section 1.4.7.7: Security Monitoring Priority Level Definitions and Response Times. 1.4.7.2 Inclusion Antimalware Monitoring - ASTRO 25 is shipped with antimalware software and the service remotely monitors this for activity such as deletion, quarantine, and alerting of suspicious software. Authentication Monitoring - ASTRO 25 may be accessed by users of Microsoft Windows and RSA logins. The service remotely monitors such logins for repeated failures and locked accounts. Firewall Monitoring - ASTRO 25 systems may be deployed with various firewalls, as described in Section 1.4.7.6: Potential ASTRO 25 Firewalls, which may or may not support remote monitoring. The service remotely monitors supported firewalls . Intrusion Detection System (“IDS”) Monitoring - An IDS is a deployable option within the system located between the ASTRO 25 firewall and the Customer Enterprise Network (“CEN”). The service remotely monitors an IDS for the Customer where deployed. Centralized Event Logging - ASTRO 25 has provided the ability to forward device syslogs to a single virtual server called the Centralized Syslog Server. The service remotely monitors syslog data elements forwarded by the centralized event logging server. 1.4.7.3 Motorola Solutions Responsibilities Motorola Solutions will provide a secure router for installation at the ASTRO 25 firewall. If the Customer is unable to install, please contact your CSM who will be able to arrange for this to be completed. Note this may incur an additional fee. Provide, maintain the SIEM collectors. If the Centralized Event Logging feature is not installed on the Customer’s ASTRO 25 system, Motorola Solutions will install it as part of this service. Verify connectivity and monitoring is active prior to start of service. Will coordinate with the Customer to maintain service authentication credentials. Maintain trained and accredited technicians and monitor the Customer’s system 24/7/365 for malicious or unusual activity. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-36 1.4.7.4 Customer Responsibilities This service requires connectivity from Motorola Solutions’ Security Operations Center to the Customer’s ASTRO 25 system. Procure internet connectivity before the service commences, and maintain it for the duration of the Security Monitoring contract. Permit Motorola Solutions continuous remote access to monitor the ASTRO 25 system. This includes ensuring the connection is stable and accessible, establishing necessary authorization/credentials for Motorola Solutions, such as, two-factor authentication (2FA) credentials, and working with the Security Operations Center to understand and maintain formal administration privileges. Provide continuous utility service to any Motorola Solutions equipment installed or utilized at the Customer’s premises to support service delivery. Provide Motorola Solutions with contact information necessary to complete the Customer Support Plan (“CSP”). Notify the Customer’s Customer Support Manager (“CSM”) prior to any contact changes. Notify Motorola Solutions if any new components are required to be incorporated into the service. Changes to monitored components may result in changes to the pricing of the ASTRO Security Monitoring service. Maintain an active Security Update Service (“SUS”) subscription, ensuring the patches and antivirus definitions are applied according to the release cadence of the service. Ensure the ASTRO 25 system is within the Standard Support Period of the Motorola Solutions Software Support Policy. Allow Motorola Solutions dispatched field service technicians physical access to the equipment when required. Ensure all monitored devices within the network are correctly configured for Syslog, forwarding events to the centralized event log server. Cooperate with Motorola Solutions and perform all acts that are reasonable or necessary to enable Motorola Solutions to provide the services described in this SOW. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-37 1.4.7.5 Disclaimer Disclaimer: “AS IS”. MOTOROLA SOLUTIONS’ ASTRO 25 SECURITY MONITORING SERVICES ARE PROVIDED “AS IS”. MOTOROLA SOLUTIONS DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED. Inherent Limitations on Scope of Services. Because of the evolving, often malicious and often highly sophisticated nature of cyber security threats, as well as the evolving complexity and customization inherent in many customer computer system environments, among other things, the protections offered by Motorola Solutions are necessarily limited. Motorola Solutions does not represent that it will identify, fully recognize, discover or resolve all security events or threats, system vulnerabilities, malicious codes, files or malware, indicators of compromise or internal threats or concerns. Motorola Solutions does not guarantee that the Customer's system will be error-free or immune to security breaches as a result of these services. Motorola Solutions disclaims any and all responsibility for any and all loss or costs of any kind associated with security events. Motorola Solutions disclaims any responsibility for customer use or implementation of any recommendations provided in connection with the services. Implementation of recommendations does not ensure or guarantee the security of the systems and operations evaluated. 1.4.7.6 Potential ASTRO 25 Firewalls Table 1-10: Potential ASTRO Firewalls Firewall Description Customer Network Interface (“CNI”) This firewall separates the ASTRO 25 Radio Network from the Customer’s IT network, which is often referred to as the CEN or Customer Enterprise Network. There are single and redundant (high-availability) options for the CNI. The redundant option includes two firewalls. Both firewalls must be monitored in the redundant case. Dynamic System Resilience (“DSR”) This is an ASTRO 25 option where a geographically separated backup master site is implemented as a “hot-standby” in case the primary becomes inoperable due to a failure. This option potentially doubles the number of firewalls in the system. Zone Core Protection (“ZCP”) This ASTRO 25 option places firewalls at the master site where the Radio Frequency (RF) and console sites connect. This prevents a compromised site from being used to attack the core or other sites. For redundancy, there are always two firewalls in this option. Telephone Interconnect (“TI”) This ASTRO 25 option allows calls to be made to and from ASTRO 25 subscribers. One firewall is required to protect the RNI. The TI firewall may also be used to protect ISSI connections. Inter RF Subsystem Interface (“ISSI”) This option allows connectivity to a separate system. This connection can be to another P25 system, or to non-P25 systems through an additional interface, such as WAVE. In both cases, one firewall is necessary to protect the RNI. The ISSI firewall may also be used to protect TI connections. MCC7100/MCC7500 e Dispatch Console The MCC7100/MCC7500e Dispatch Console may be configured so it connects via Virtual Private Network (“VPN”) through an internet connection. A firewall is required to terminate on the ASTRO 25 side of the connection. This firewall may be physically located at either a console site or the master site, and there may be multiple firewalls for this purpose. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-38 Firewall Description Custom The Customer may opt to install their own firewalls and request that Motorola Solutions monitor them. The most common location is at console sites. The Customer will be required to work with Motorola Solutions to determine if and how custom firewalls can be monitored. Monitoring these firewalls will increase the monitoring fees. 1.4.7.7 Security Monitoring Priority Level Definitions and Response Times Table 1-11: Priority Level Definitions and Response Windows Incident Priority Recognized Incident Definition Response Time Critical P1 Security incidents that have caused, or are suspected to have caused significant and/or widespread damage to the functionality of the Customer’s ASTRO 25 system or information stored within it. Effort to recover from the incident may be significant. Examples: Malware that is not quarantined by anti-virus Evidence that a monitored component has communicated with suspected malicious actors. Response provided 24 hours, 7 days a week, including US Holidays. High P2 Security incidents that have localized impact, but have the potential to become more serious if not quickly addressed. Effort to recover from the incident may be moderate to significant. Examples: Malware that is quarantined by antivirus. Multiple behaviors observed in the system that are consistent with known attacker techniques. Response provided 24 hours, 7 days a week, including US Holidays. Medium P3 Security incidents that potentially indicate an attacker is performing reconnaissance or initial attempts at accessing the system. Effort to recover from the incident may be low to moderate. Examples include: Suspected unauthorized attempts to log into user accounts. Suspected unauthorized changes to system configurations, such as firewalls or user accounts. Observed failures of security components. Informational events. User account creation or deletion. Privilege change for existing accounts. Response provided Monday through Friday 8 a.m. to 5 p.m. local time, excluding US Holidays. Low P4 These are typically service requests from the Customer. Response provided Monday through Friday 8 a.m. to 5 p.m. local time, excluding US Holidays. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Customer Agency Name Month 1, 2019 The Proposal Title Goes Here and Breaks Like This Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 Advanced Services Statement of Work 1-39 1.5 PRIORITY LEVEL DEFINITIONS AND RESPONSE TIMES Table 1-12 describes the criteria Motorola Solutions uses to prioritize incidents and service requests, and lists the response times for those priority levels. Table 1-12: Priority Level Definitions and Response Times Incident Priority Incident Definition Initial Response Time On-site Response Time Critical P1 Core: Core server or core link failure. No redundant server or link available. Sites/Subsites: Primary site down. Two RF sites or more than 10% of RF sites down, whichever is greater. Consoles: More than 40% of a site’s console positions down. Conventional Channels: Conventional Channel Gateways (CCGW) down without redundant gateways available. Security Features: Security is non- functional or degraded. Alarm Events: Door, motion, intrusion, power failure, or environmental alarms triggered. Response provided 24/7 until service restoration. Technical resource will acknowledge incident and respond within 30 minutes of CMSO logging incident. Response provided 24/7 until service restoration. Field service technician arrival on-site within 4 hours of receiving dispatch notification. High P2 Core: Core server or link failures. Redundant server or link available. Consoles: Between 20% and 40% of a site’s console positions down. Sites/Subsites: One RF site or up to 10% of RF sites down, whichever is greater. Conventional Channels: Up to 50% of CCGWs down. Redundant gateways available. Network Elements: Site router, site switch, or GPS server down. No redundant networking element available. Response provided 24/7 until service restoration. Technical resource will acknowledge incident and respond within 1 hour of CMSO logging incident. Response provided 24/7 until service restoration. Field service technician arrival on-site within 4 hours of receiving dispatch notification. Medium P3 Consoles: Up to 20% of a site’s console positions down. Conventional Channels: Single channel down. Redundant gateway available. Network Elements: Site router/switch or GPS server down. Redundant networking element available. Response provided during normal business hours until service restoration. Technical resource will acknowledge incident and respond within 4 hours of CMSO logging incident. Response provided during normal business hours until service restoration. Field service technician arrival on-site within 8 hours of receiving dispatch notification. Low P4 Service Requests: Minor events and warnings in the system. Preventative and planned maintenance activities (scheduled work). Response provided during normal business hours. Motorola Solutions will acknowledge and respond within 1 Business Day. Not applicable. DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 Attachment A AMENDMENT TO SERVICE AGREEMENT This is an Amendment to the Service Terms and Conditions entered into by Orange County, a local political subdivision of the State of North Carolina ("Customer") and Motorola Solutions, Inc. ("Motorola"), Contract Number: USC000003396. 1. Governing Law. This Agreement and the duties, responsibilities, obligations, and rights of respective parties hereunder shall be governed by the laws of the State of North Carolina. By executing this Agreement, Motorola affirms that Motorola and any of their subcontractors are and shall remain in compliance with Article 2 of Chapter 64 of the North Carolina General Statutes. By executing this Agreement, Motorola certifies that they have not been identified and have not utilized any agent or subcontractor's services on the list created by the State Treasurer according to G.S. 147-86.58. By executing this Agreement, Motorola certifies that they have not been identified and have not utilized any agent or subcontractor's services identified on the list created by the State Treasurer according to G.S. 147-86.81. 2. Non Appropriation. Motorola acknowledges that Customer is a governmental entity, and the validity of this Agreement is based upon the availability of public funding under the authority of its statutory mandate. In the event that public funds are unavailable and not appropriated for the performance of Customer's obligations during the term of this Agreement, the Customer agrees to provide Motorola with immediate notice, and this contract terminated on the last day of the fiscal year, funds were appropriated. The Customer will be responsible for services performed and equipment delivered up to the date of notice of non-appropriation of funds. The Customer shall have no further legal obligation according to this Agreement. 3. This Paragraph Supersedes Paragraph 10.3 of the Service Agreement. Termination. The Customer may terminate this Agreement based upon Motorola's material breach of this Agreement; provided, Motorola has taken all reasonable actions to remedy the breach. The Customer shall give Motorola thirty (30) days' prior written notice of its intent to terminate this Agreement for cause. In the event of termination, Motorola shall be paid that portion of the fees and expenses that it has earned by the date of termination, less any reasonable costs or expenses incurred by the Customer due to errors or omissions directly caused by Motorola. The payment of any funds by the Customer under this Agreement or the waiver by the Customer of any breach of this Agreement shall not constitute a waiver of any claim for reasonable damages by the Customer for any breach of this Agreement. 4. Non-Discrimination. Motorola shall at all times remain in compliance with all applicable local, state, and federal laws, rules, and regulations, including but not limited to all state DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 and federal non-discrimination laws, policies, rules, and regulations and the Orange County Non-Discrimination Policy and Orange County Living Wage Policy (each policy is incorporated herein by reference and may be viewed at http://www.orangecountync.gov/departments/purchasing_division/contracts.php.) Any violation of the Orange County Non-Discrimination Policy is a breach of this Agreement, and the County may immediately terminate this Agreement without further obligation on the part of the County. This paragraph is not intended to limit and does not restrict the definition of a breach to discrimination. 5. Signatures. This Agreement, together with any amendments or modifications, may be executed electronically. All electronic signatures affixed hereto evidence the intent of the Parties to comply with Article 11A and Article 40 of North Carolina General Statute Chapter 66. IN WITNESS WHEREOF, the Parties, by and through their authorized agents, have hereunder set their hands and seal, all as of the day and year entered in the Original Service Agreement. For Motorola Solutions, Inc.: For Orange County: ______________________________ ___________________________ , Bonnie Hammersley, County Manager DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 ORANGE COUNTY---DEPARTMENT USE ONLY---HARD COPY ONLY ______________________________________________________________________________ Department Party/Vendor Name: Motorola Solutions Party/Vendor Contact Person: Earl Delk Contact Phone: 704-572-1796 Party/Vendor Address: 500 W Monroe St City Chicago State: IL Zip: 60661 Department: Emergency Services - 911 Amount: 111,784.46 Purpose: Radio Maintenance Budget Code(s): 35755120-571000, 10755020-571000 Vendor # 52626 (N/A if new vendor) Vendor is a BOCC consultant? Yes No Contract Type: (Check one) New Renewal Amendment Effective Date Budget Approved by Board Yes No Agenda Date: This Agreement is approved as to technical form and content: Department Director’s Signature ________________________________________ Date: ________ Information Technologies (Applicable only to hardware/software purchases or related services) This Agreement has been reviewed and is approved as to information technology content and specifications: Office of the Chief Information Officer___________________________________ Date: ________ Risk Management This Agreement is approved for sufficiency of insurance standards, specifications, and requirements: Office of Risk Management_____________________________________________ Date: _________ Financial Services This instrument has been pre-audited in the manner required by the Local Government Budget and Fiscal Control Act: Office of the Chief Financial Officer ____________________________________ Date: _________ Legal Services This Agreement is approved as to legal form and sufficiency: Office of the County Attorney __________________________________________Date: ________ Clerk to the Board Received for record retention: Office of the Clerk to the Board __________________________________________Date:_________ Revised 10/17 DocuSign Envelope ID: 22453AE7-FED2-4AEF-91BB-1C6406B68FE8 9/13/2022 9/13/2022 9/17/2022 9/23/2022