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HomeMy WebLinkAbout2024-706-E-Emergency Svc-Motorola Solutions-PSC Radio System Service MaintenanceRevised 01/24 1 ORANGE COUNTY—INTERNAL USE ONLY ______________________________________________________________________________ Finance Information Vendor Name: Motorola Solutions, Inc. Vendor Contact Person: Sandra Saunders Phone: 919-698-4848 Address: 500 W Monroe St. City Chicago State: IL Zip: 60661 Department: Emergency Services Amount: $752,465.45 Purpose: PSC Radio System Service/Maintenance Budget Code(s): 35755120-571000 Vendor # 52626 Vendor Status with NCSOS: ACTIVE Vendor is a BOCC consultant: Yes No Contract Details Contract Type: New Amendment (Original Contract: ) (Most Recent Amendment ) Effective Date 07/01/2024 End Date 06/30/2029 Notice Date (Notice Purpose ) Award Approved by Board (Agenda Date: 11/07/2024); Made or Administered by Signature Authority - BOCC Express Delegation (Agenda Date: ) - Policy 9.4: Under $5,000; Service Under $90,000; Construction Under $250,000 - Budget Policy Section XV (Capital Improvement Project:) Bidding Informal Bidding ($30k-$90k); Formal RFP ($90k+); Other (<$30k); Exception (Sole Source) Department Affirmation This agreement is approved as to technical form and content and I as Department Director affirmatively state work on this project has not been initiated prior to execution of the agreement. This agreement is approved as to technical form and content. Services related to this agreement have alread y begun or been completed. Description of the nature of the emergency condition that was addressed: Ongoing required service/maintenance for public safety radio system. Department Director’s Signature ________________________________________ Date: ________ Information Technologies This agreement has been reviewed and is approved as to information technology content and specifications: Office of the Chief Information Officer___________________________________ Date: ________ Inapplicable because no hardware/software purchases or related services Risk Management This agreement is approved for sufficiency of insurance standards, specifications, and requirements: Office of the Risk Management Officer___________________________________ 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 All Docusign contracts must be copied to the Clerk upon completion: occlerkdocs@orangecountync.gov The following signature block is for hard copies only and is not required for Docusign contracts: Received for record retention: Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 11/12/2024 11/12/2024 11/15/2024 11/18/2024 Revised 01/24 2 Office of the Clerk to the Board __________________________________________Date:_________ Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C SERVICE AGREEMENT 500 W Monroe St Chicago, IL 60661 (800) 247-2346 Contract Number: USC000003396 Contract Modifier: R03-MAR-24 10:28:56 Date: 06-AUG-2024 Company Name: Orange County P.O.#: N/A Customer #: 1000709553 Attn.: Kirby Saunders Bill to Tag#: 0001 Billing Address: 132 E King St Contract Start Date: 01-JUL-2024 City, State, Zip Code: Hillsborough, NC 27278 Contract End Date: 30-JUN-2029 Customer Contact: Kirby Saunders Payment Cycle: MONTHLY Phone: 919-245-6123 Currency: USD QTY MODEL/OPTION SERVICES DESCRIPTION MONTHLY EXT EXTENDED AMT ***** Recurring Services ***** LSV01S01108A ASTRO SYSTEM ADVANCED PACKAGE $11,666.13 $699,967.86 SVC02SVC0201A ASTRO SUA II UO IMPLEMENTATION SERVICES $0.00 $0.00 SVC02SVC0343A RELEASE IMPACT TRAINING $0.00 $0.00 SVC02SVC0344A RELEASE IMPLEMENTATION TRAINING $0.00 $0.00 SVC02SVC0433A ASTRO SUA II FIELD IMPLEMENTATN SVC $0.00 $0.00 SVC04SVC0169A SYSTEM UPGRADE AGREEMENT II $0.00 $0.00 Sub Total $11,666.13 $699,967.86 SPECIAL INSTRUCTIONS - ATTACH STATEMENT OF WORK FOR PERFORMANCE DESCRIPTIONS Taxes $874.96 $52,497.59 Grand Total $12,541.09 $752,465.45 THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING JURISDICTIONS WHERE APPLICABLE, TO BE VERIFIED BY MOTOROLA SOLUTIONS Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Revised Sep 3, 2022 I have received Applicable Statements of Work which describe the Services and cybersecurity services provided on this Agreement. Motorola's Terms and Conditions, including the Cybersecurity Online Terms Acknowledgement, are attached hereto and incorporate the Cyber Addendum (available at https://www.motorolasolutions.com/en_us/managed-support-services/cybersecurity.html) by reference. By signing below Customer acknowledges these terms and conditions govern all Services under this Service Agreement. AUTHORIZED CUSTOMER SIGNATURE TITLE DATE …………………… ………………… CUSTOMER (PRINT NAME) MOTOROLA REPRESENTATIVE (SIGNATURE) TITLE DATE MOTOROLA REPRESENTATIVE (PRINT NAME) PHONE Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 11/12/2024 7043025412 RSM Carrie LaBasco Jamezetta Bedford Chair, BOCC 11/19/2024 Revised Sep 3, 2022 Company Name : Orange County Contract Number : USC000003396 Contract Modifier : R03-MAR-24 10:28:56 Contract Start Date : 01-JUL-2024 Contract End Date : 30-JUN-2029 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Revised Sep 3, 2022 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 Agreement. Section 5. EXCLUDED SERVICES 5.1. Service excludes the repair or replacement of Equipment that has become defective or damaged from use in other Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Revised Sep 3, 2022 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. 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 M otorola 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 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Revised Sep 3, 2022 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. 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, REV ENUES, 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 partie s 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Revised Sep 3, 2022 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. 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 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Revised Sep 3, 2022 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C The design, technical, and price information furnished with this proposal is proprietary information of Motorola Solutions, Inc. (Motorola). Such information is submitted with the restriction that it is to be used only for the evaluation of the proposal, and is not to be disclosed publicly or in any manner to anyone other than those required to evaluate the proposal, without the express written permission of Motorola Solutions, Inc. MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Hol dings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2024 Motorola Solutions, Inc. All rights reserved. Orange County, NC ASTRO® 25 Advanced Services Statement of Work Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name Text Field Month Day, Year ASTRO® 25 Advanced Services Statement of Work Table of Contents Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 1 Table of Contents Section 1 Overview........................................................................................................................................ 3 Section 2 Motorola Service Delivery Ecosystem ...................................................................................... 6 2.1 Centralized Managed Support Operations .............................................................................6 2.2 Field Service ..............................................................................................................................6 2.3 Customer Support Manager ....................................................................................................6 2.4 Customer Hub ...........................................................................................................................7 Section 3 Connectivity Specifications ........................................................................................................ 8 Section 4 Advanced Services Detailed Description ................................................................................. 9 4.1 ASTRO System Monitoring (NEW) ..........................................................................................9 4.1.1 Managed Detection and Response.......................................................................................................... 9 4.1.2 Network Event Monitoring ...................................................................................................................... 19 4.1.3 ASTRO Connectivity Services ............................................................................................................... 24 4.1.4 Remote Technical Support .................................................................................................................... 26 4.1.5 Network Hardware Repair with Advanced Replacement ....................................................................... 28 4.1.6 Security Update Service......................................................................................................................... 34 4.1.7 Remote Security Update Service ........................................................................................................... 38 4.1.8 On-Site Infrastructure Response ........................................................................................................... 43 4.1.9 Annual Preventative Maintenance ......................................................................................................... 48 4.1.10 Microwave and MPLS Tested Vendor Product Monitoring .................................................................... 75 Section 5 Priority Level Definitions and Response Times .................................................................... 57 Appendix 1: ASTRO 25 Remote Security Update Coverage ............................................... 60 Table 4-1: Event Handling ........................................................................................................................ 14 Table 4-2: Notification Procedures ........................................................................................................... 14 Table 4-3: Priority Level Definitions and Response Times ...................................................................... 15 Table 4-4: Alarm Threshold Rule Options for all Event Types ................................................................ 19 Table 4-5: Available Connectivity ............................................................................................................. 23 Table 4-6: Motorola Owned and Supplied Equipment ............................................................................. 23 Table 4-7: Monitored Elements ................................................................................................................ 23 Table 4-8: Shipping Charges and Default Mail Service ........................................................................... 34 Table 4-9: Update Cadence ..................................................................................................................... 35 Table 4-10: SUS Packages ...................................................................................................................... 36 Table 4-11: Installation and Reboot Responsibilities Matrix .................................................................... 37 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name Text Field Month Day, Year ASTRO® 25 Advanced Services Statement of Work Table of Contents Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 2 Table 4-12: Update Cadence ................................................................................................................... 40 Table 4-13: RSUS Options ....................................................................................................................... 41 Table 4-14: Reboot Responsibilities Matrix .............................................................................................. 43 Table 4-15: Standard Level Definitions and Response Times................................................................. 46 Table 4-16: Premier Priority Level Definitions and Response Times ...................................................... 47 Table 4-17: Limited Priority Level Definitions and Response Times ....................................................... 48 Table 4-18: Preventive Maintenance Level .............................................................................................. 49 Table 4-19: Standard Monitored Backhaul Network Elements ................................................................ 78 Table 5-1: Priority Level Definitions and Response Time ........................................................................ 58 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name Text Field August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Overview Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 3 Section 1 Overview Motorola Solutions, Inc.’s (Motorola) 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. Adva nced Services do not include maintenance for mobile devices, portable devices, or network backhaul equipment. Advanced Services consist of the following elements: • ASTRO System Monitoring - Managed Detection and Response (MDR) - Network Event Monitoring - ASTRO Connectivity Service (ACS) enabled for RSUS, System Monitoring • Remote Technical Support • Network Hardware Repair • Security Update Service (SUS) • Remote Security Update Service (RSUS) • On-Site Infrastructure Response • Annual Preventative Maintenance Each of these elements is summarized below and expanded upon in Section 4: Advanced Services Detailed Description. In the event of a conflict between the descriptions below and an individual subsection of Section 4: Advanced Services Detailed Description , 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 and the customer (Customer). Notwithstanding, the connectivity contemplated in the ASTRO 25 Connectivity Service will be provided by Motorola Solutions Connectivity Inc., a wholly owned subsidiary of Motorola. In order to enable delivery of these connectivity services, customers must sign the Transport Connectivity Addendum (TCA) attached to the Agreement. Any transport or connectivity will be provided by Motorola Solutions Connectivity, Inc. Motorola Solutions Connectivity, Inc. will utilize Motorola as its billing and collection agent and Customer expressly agrees that invoices for services provided by Motorola Solutions Connectivity, Inc. may appear on invoices issued by Motorola. Charges for Motorola Solutions Connectivity, Inc. services that appear on invoices issued by Motorola shall be paid to Motorola and are fully satisfied under the billing and payment terms of the Agreement. In order to receive the services as defined within this SOW, the Customer is required to keep the ASTRO 25 system within a standard support period as described in Motorola’s Software Support Policy (SwSP). Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name Text Field August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Overview Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 4 ASTRO System Monitoring ASTRO System Monitoring Service includes advanced network and security monitoring along with connectivity to deliver these services. • Managed Detection and Response Experienced, specialized cybersecurity analyst at Motorola’s Security Operations Center (SOC) will monitor the Customer's ASTRO 25 radio network for security threats. SOC analysts will coordinate with the Customer through the ActiveEye™ Security Platform to identify and mitigate threats to the Customer’s networks. • 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 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. • ASTRO Connectivity Service The highly scalable ASTRO Connectivity Service provides simple, secure link connections for the services outlined in this SOW. Motorola Solutions Operation Centers internally monitor the link's performance to ensure smooth operations to deliver the above m entioned services. Remote Technical Support Motorola 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 . Network Hardware Repair Motorola will repair Motorola-manufactured infrastructure equipment and select third-party manufactured infrastructure equipment supplied by Motorola. Motorola coordinates the equipment repair logistics process. Security Update Service Motorola will pretest third-party security updates to verify they are compatible with the ASTRO 25 network. Once tested, Motorola posts the updates to a secured extranet website, along with any recommended configuration changes, warnings, or workarounds. Remote Security Update Service Motorola 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 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name Text Field August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Overview Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 5 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name Text Field August 8, 2024 ASTRO® 25 Advanced Services Statement of Work RFP # or Subtitle Text Motorola Service Delivery Ecosystem Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 6 Section 2 Motorola 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 Customer Hub. 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. 2.1 Centralized Managed Support Operations The cornerstone of Motorola’s support process is the Centralized Managed Support Operations (CMSO) organization, which includes the Service Desk and technical support teams. The CMSO is staffed 24/7 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, and third-party subcontractors. The Service Desk processes service requests, service incidents, change requests, and dispatching, and communicates with stakeholders in accordance with predefined response times. All incoming transactions through the Service Desk are recorded, tracked , and updated through the Motorola 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. 2.2 Field Service Motorola 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. 2.3 Customer Support Manager A Motorola 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 escal ation paths for special issues. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name Text Field August 8, 2024 ASTRO® 25 Advanced Services Statement of Work RFP # or Subtitle Text Motorola Service Delivery Ecosystem Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 7 The CSP also defines the division of responsibilities between the Customer and Motorola 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 SOW 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. 2.4 Customer Hub Supplementing the CSM and the Service Desk as the Customer points of contact, Customer Hub 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’s 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. • 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. • Network Updates: View system status overview and software update information. • Managed Detection and Response : 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 Customer Hub is provided to support the services described in the following sections, which define the terms of any service delivery commitments associated with this data. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Connectivity Specifications Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 8 Section 3 Connectivity Specifications A monitored access link is provided via the ASTRO Connectivity Service with bandwidth necessary to support the services included in this SOW. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 9 Section 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. 4.1 ASTRO System Monitoring (NEW) 4.1.1 Managed Detection and Response Motorola’s ASTRO 25 Managed Detection and Response (MDR) provides monitoring of radio network security information by specialized cybersecurity analysts with extensive experience working with ASTRO 25 mission-critical networks. The following sections describe the deliverables of the service, its technologies, and service obligations. 4.1.1.1 Description of Service MDR is performed by Motorola’s SOC using the ActiveEye SM security platform. The SOC’s cybersecurity analysts monitor for alerts 24/7. If a threat is detected, analysts will investigate and initiate an appropriate Customer engagement. Customer engagements may include, but are not limited to; requesting additional information from the Customer, continuing to monitor the event for further development, or informing the Customer to enact the Customer’s documented Incident Response plan . SOC analysts rely on monitoring elements to detect signs of a potential threat impacting the Customer’s ASTRO 25 network and applicable CEN systems. These elements are described below. The MDR service includes the deployment and optimization of these elements into the Customer’s network. 4.1.1.2 Managed Detection and Response Elements This section and its subsections describe MDR elements, and their applicability for specific infrastructure. ActiveEye Security Platform Motorola’s ActiveEye security platform collects and analyzes security event streams from ActiveEye Remote Security Sensors (AERSS) in the Customer’s ASTRO 25 network and applicable CEN systems, using security orchestration and advanced analytics to identif y the most important security events from applicable systems. The platform automates manual investigation tasks, verifies activity with external threat intelligence sources, and learns what events will require rapid response action. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 10 The Customer will receive access to the ActiveEye platform as part of this service. ActiveEye will serve as a single interface to display system security information. Using ActiveEye, the Customer will be able to configure alerts and notifications, review security data, and perform security investigations. Applies to included ASTRO 25 Radio Network Infrastructure (RNI), CEN, and Control Room CEN infrastructure. 4.1.1.3 General Responsibilities Motorola Responsibilities • Provide software and licenses to the Customer necessary to remotely monitor the ASTRO 25 network and applicable CEN environments. • Verify connectivity and monitoring is active prior to start of service. • Coordinate with the Customer to maintain Motorola service authentication credentials. • Maintain trained and accredited security analysts. • Monitor the Customer’s ASTRO 25 network and applicable CEN systems 24/7 for malicious or unusual activity. • Respond to security incidents in the Customer’s system in accordance with Section 4.1.1.6: Managed Detection and Response Priority Level Definitions and Response Times . This may include, but is not limited to, requesting additional information from the Customer, continuing to monitor the event for further development or informing the Customer to enact the Customer’s documented Incident Response plan. • Assist the Customer with identifying devices that support logging within the ASTRO 25 network and applicable CEN systems have been configured to forward Syslog events to the AERSS. • Provide the Customer with access to the ActiveEye platform enabling Customer access to security event and incident details. Customer Responsibilities • Allow Motorola continuous remote access to monitor the ASTRO 25 network and applicable CEN systems. This includes keeping the connection active, providing passwords, and working with Motorola to understand and maintain administration privileges. • Maintain an active Security Update Service (SUS) subscription, ensuring patches and antivirus definitions are applied according to the release cadence of the service. To ensure that SUS/RSUS services are deliverable, the system must be at a release that is within Standard Support as defined in the Software Support Policy (SWSP). • Provide continuous utility service(s) to any equipment installed or utilized at the Customer’s premises to support service delivery and remote monitoring. • Provide Motorola with contact information necessary to complete the CSP. Notify the Customer’s CSM within two weeks of any contact information changes. • Notify Motorola if any components are added to or removed from the environment as it may be necessary to update or incorporate in Managed Detection and Response. Changes to monitored components may result in changes to the pricing of the MDR service. • As necessary, upgrade the ASTRO 25 system, on -site systems, and utilize third-party software or tools to supported releases. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 11 • Allow Motorola dispatched field service technicians physical access to monitoring hardware when required. • Cooperate with Motorola and perform all acts that are required to enable Motorola to provide the services described in this SOW. • Configure and maintain networking infrastructure physical and logical configuration to mirror (typically via a port(s) on a switch) network traffic to the ActiveEye sensor for applicable CEN systems. • Responding to Cybersecurity Incident Cases created by the Motorola SOC. 4.1.1.4 Service Modules 4.1.1.4.1 Log Collection / Analytics The AERSS deployed in the system collects logs and other security information from applicable servers, workstations, switches, routers, Network Detection, and firewalls. This information is forwarded to the ActiveEye platform, which uses advanced analytics to identify signs of security incidents. If it identifies signs of a security incident, ActiveEye notifies the SOC for further analysis. Motorola Responsibilities • Consult with and advise the Customer on performing necessary system configurations to direct log sources to the appropriate Remote Security Sensor. • The SOC will consult with the Customer to identify appropriate log sources for the level of threat detection desired in each environment. Customer Responsibilities • If applicable, configure customer managed networking infrastructure to allow ActiveEye Remote Security Sensor to communicate with ActiveEye as defined. • If applicable, configure any Customer managed devices in the CEN to forward data to ActiveEye. Applies to included ASTRO 25 RNI, CEN, and Control Room CEN infrastructure. 4.1.1.4.2 Attack Surface Management Attack Surface Management is provided for the ASTRO internet -facing, external network interfaces. The scan is enabled from an internet cloud hosted service outside the ASTRO network. Discovery and vulnerability scans will be run quarterly or on a less frequent schedule defined with the Customer. The initial scan results will be discussed with the Customer during service onboarding. Subsequent scans will be reviewed by a cybersecurity analyst. If any new findings of interest are surfaced, a ticket will be created to communicate these findings with the customer defined contacts. Prior to enabling this service module, an Attack Surface Management Authorization Form must be completed. The authorization form provides Motorola the following: • Information on Customer assets authorized for scans such as IP addresses and/or domain names of the internet-facing, external assets to be scanned. • Lists names of Customer points of contact for receipt of scan reports. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 12 • Confirms Customer’s understanding and acknowledgement of its responsibilities for updating information on Customer assets subject to vulnerability scans, and using, and securing scan reports. Motorola Responsibilities • Configure scans to match the Customer’s preferences for external scope and schedule. • Verify vulnerability scans are operating correctly on the agreed schedule. • Support the Customer in troubleshooting scheduled scan issues. • Collate and analyze the datasets generated. • Create ticket notifications for new findings of interest. Customer Responsibilities • Prior to implementation, the Customer must complete an Attack Surface Management Form. If the information required by the authorization form is not provided initially or is not current at any time during the term, Motorola will suspend scans until it is re asonably satisfied that it has been provided with the most current information. • Work with Motorola to configure scans to match the Customer’s preferences for external scope and schedule. • Perform any remediation actions required to address identified vulnerabilities. Applies to Internet facing assets only. 4.1.1.5 Security Operations Center Monitoring and Support 4.1.1.5.1 Scope Motorola delivers SOC Monitoring using one or more SOC facilities. The SOC includes any centralized hardware and software used to deliver this Service and its service modules. The SOC and its centralized hardware and software are housed within an SSAE -18 compliant data center. Motorola’s SOC is staffed with security experts who will use ActiveEye Security Management Platform to monitor elements integrated by service modules. In addition, SOC staff will take advantage of their extensive experience to investigate and triage detect ed threats, and to recommend responses to the Customer. Motorola will start monitoring the ASTRO 25 MDR service in accordance with Motorola processes and procedures after deployment, as described in Section Error! Reference source not found.: Error! Reference source not found.. The SOC receives system-generated alerts 24/7, and provides the Customer with a toll -free telephone number and email address for support requests, available 24/7. Support requests are stored in a ticketing system for accountability and reporting. The SOC w ill respond to detected events in accordance with Section 4.1.1.6: Managed Detection and Response Priority Level Definitions and Response Times. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 13 4.1.1.5.2 Ongoing Security Operations Center Service Responsibilities Motorola Responsibilities If a probable security incident is detected provide phone and email support to: • Engage the Customer’s defined Incident Response Process. • Gather relevant information and attempt to determine the extent of compromise using existing monitoring capabilities in place as part of the ASTRO 25 MDR service. • Analysis and support to help the Customer determine if the Customer’s corrective actions are effective. • Continuous monitoring, in parallel with analysis, to support incident response. Customer Responsibilities • Provide Motorola with accurate and up -to-date information, including the name, email, landline telephone numbers, and mobile telephone numbers for all designated, authorized Customer escalation Points of Contact (POC). • Provide a timely response to SOC security incident tickets or investigation questions. • Notify Motorola at least 24 hours in advance of any scheduled maintenance, network administration activity, or system administration activity that would affect Motorola’s ability to perform the Managed SOC Service, as described in this SOW. 4.1.1.5.3 Technical Support ActiveEye Security Management Technical Support provides the Customer with a toll -free telephone number and email address for ActiveEye Security Management support requests, available Monday through Friday from 8 a.m. to 7 p.m. CST. Motorola Responsibilities • Notify Customer of any scheduled maintenance or planned outages. • Provide technical support, security control, and service improvements related to ActiveEye. Customer Responsibilities • Provide sufficient information to allow Motorola technical support agents to diagnose and resolve the issue. Limitations and Exclusions Technical support is limited to the implementation and use of the ActiveEye Security Management platform and does not include use or implementation of third -party components. 4.1.1.5.4 Incident Response An Indicator of Compromise (IoC) is an observable event that Motorola Security Analysts have determined will jeopardize the confidentiality, integrity, or availability of the system. Examples of IoC include ransomware or malicious use of PowerShell. When an IoC is observed by the Security Analyst, Motorola and Customer will be responsible for the tasks defined in the following subsections. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 14 Motorola Responsibilities • Upon the identification of an IoC, notify the Customer's documented contact and initiate the escalation plan. • Take documented, Customer approved actions in an attempt to contain an IoC to the extent enabled via Motorola managed technology. Communicate to the Customer any additional potential containment actions and incident response resources that can be taken acr oss the Customer’s managed IT infrastructure. • Perform investigation using the ActiveEye MDR integrated and enabled data sources in an initial attempt to determine the extent of an IoC. • Document and share IoC and artifacts discovered during investigation. Motorola services exclude performing on-site data collection or official forensic capture activities on physical devices. Customer Responsibilities • Maintain one named PoC to coordinate regular team discussions and organize data collection and capture across the Customer and Motorola teams. • If determined to be required by Customer, contract an Incident Response service provider to perform procedures beyond the scope of this Agreement such as forensic data capture, additional malware removal, system recovery, ransomware payment negotiation, la w enforcement engagement, insurance provider communications, identify patient zero, etc. 4.1.1.5.5 Event Response and Notification Motorola will analyze events created and/or aggregated by the Service, assess their type, and notify the Customer in accordance with the following table. Table 4-1: Event Handling Event Type Details Notification Requirement False Positive or Benign Any event(s) determined by Motorola to not likely have a negative security impact on the organization. None Event of Interest (EOI) Any event(s) determined by Motorola to likely have a negative security impact on the organization. Escalate to Customer in accordance with routine notification procedure. Escalate in accordance with urgent notification procedure when required by agreed-upon thresholds and SOC analysis. Notification procedures are included in Table 4-2: Notification Procedures. Notification Motorola will establish notification procedures with the Customer, generally categorized in accordance with the following table. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 15 Table 4-2: Notification Procedures Notification Procedure Details Routine Notification Procedure The means, addresses, format, and desired content (within the capabilities of the installed technology) for Events of Interest. These can be formatted for automated processing, e.g., by ticketing systems. Urgent Notification Procedure Additional, optional means and addresses for notifications of Events of Interest that require urgent notification. These usually include telephone notifications. Motorola will notify the Customer according to the escalation and contact procedures defined by the Customer and Motorola during the implementation process. Tuning Motorola will assess certain events to be environmental noise, potentially addressable configuration issues in the environment, or false positives. Motorola may recommend these be addressed by the Customer to preserve system and network resources. Motorola will provide the Customer with the ability to temporarily suppress alerts reaching ActiveEye, enabling a co-managed approach to tuning and suppressing events or alarms. The SOC may permanently suppress particular alerts and alarms if not necessary for actionable threat detection. Tuning Period Exception The tuning period is considered to be the first 30 days after each service module has been confirmed deployed and configured and starts receiving data. During the tuning period, Motorola may make recommendations to the Customer to adjust the configurations of their installed software so Services can be effectively delivered. Service Availability will not be applicable during the tuning period and responses or notifications may not be delivered. However, Motorola will provide responses and notifications during this period. Motorola may continue to recommend necessary tuning changes after this period, with no impact on Service Availability. 4.1.1.6 Managed Detection and Response Priority Level Definitions and Response Times Priority for an alert-generated incident or EOI is determined by the ActiveEye Platform analytics that process multiple incoming alert feeds, automation playbooks, and cybersecurity analyst knowledge. Table 4-3: Priority Level Definitions and Response Times Priority Definition Service Coverage Critical Security incidents that have caused, or are suspected to have caused significant damage to the functionality of the Customer’s ASTRO 25 system or information stored within it. Efforts 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 United States (U.S.) public holidays. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 16 Priority Definition Service Coverage High Security incidents that have localized impact and may 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 U.S. public holidays. Medium 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 on standard business days, Monday through Friday 8 a.m. to 5 p.m. CST/CDT, excluding U.S. public holidays. Low These are typically service requests from the Customer. Response provided on standard business days, Monday through Friday 8 a.m. to 5 p.m. CST/CDT, excluding U.S. public holidays. 4.1.1.7 Response Time Goals Priority Response Time Critical An SOC Cybersecurity Analyst will make contact with the customer technical representative within one (1) hour of the request for support being logged in the issue management system or the creation of an alert suggesting a cybersecurity incident that requires action. Continual effort will be maintained to identify the extent of the incident and provide actions for containment. High An SOC Cybersecurity Analyst will make contact with the customer technical representative within four (4) hours of the request for support being logged at the issue management system or the creation of an alert suggesting a cybersecurity incident that requires action. Continual effort will be maintained to identify the extent of the incident and provide actions for containment. Medium An SOC Cybersecurity Support Engineer will make contact with the customer technical representative within the next business day of the request for support being logged at the issue management system or the creation of an alert suggesting a cybersecurity incident that requires action. Low An SOC Cybersecurity Support Engineer will make contact with the Customer technical representative within seven business days of the logged request for support at the issue management system. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 17 4.1.1.8 ActiveEye Platform Availability The platform utilizes a multi-zone architecture which can recover from failures in different data collection, enhancement, analysis, and visualization tiers. Motorola will make commercially reasonable efforts to provide monthly availability of 99.9% for the ActiveEye Platform services. Service availability is subject to limited scheduled downtime for servicing and upgrades, as well as unscheduled and unanticipated downtime resulting from circumstances or events outside of Motorola’s reasonable control, such as disruptions of, or damage, to the Customer’s or a third -party’s information or communications systems or equipment, telecommunication circuit availability/performance between Customer sites, any on -premises core and/or between on -premises equipment and the ActiveEye Platform. 4.1.1.9 Included Services Site Information The following quantities are included in the scope. Site / Location Quantity Dispatch Consoles 18 Limitations and Exclusions Managed Detection and Response does NOT include services to perform physical containment and/or remediation of confirmed security incidents, remote or on -site. The Customer may choose to purchase additional Incident Response professional services to assist in the creation of and/or execution of a Customer’s Incident Response Plan. Motorola’s scope of services does not include responsibilities relating to active protection of customer data, including its transmission to Motorola, recovery of data available through the products or services, or remediation or responsibilities relating to the loss of data, ransomware, or hacking. Motorola 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 NOTWITHSTANDING ANY PROVISION OF THE AGREEMENT TO THE CONTRARY, MOTOROLA WILL HAVE NO LIABILITY FOR (A) INTERRUPTION OR FAILURE OF CONNECTIVITY, VULNERABILITIES, OR SECURITY EVENTS; (B) DISRUPTION OF OR DAMAGE TO CUSTOMER’S OR THIRD PARTIES’ SYSTEMS, EQUIPMENT, OR DATA, INCLUDING DENIAL OF ACCESS TO USERS, OR SHUTDOWN OF SYSTEM S CAUSED BY INTRUSION DETECTION SOFTWARE OR HARDWARE; (C) AVAILABILITY OR ACCURACY OF ANY DATA AVAILABLE THROUGH THE SERVICES, OR INTERPRETATION, USE, OR MISUSE THEREOF; (D) TRACKING AND LOCATION-BASED SERVICES; OR (E) BETA SERVICES 4.1.1.9.1 Service Limitations Cybersecurity services are inherently limited and will not guarantee that the Customer's system will be error-free or immune to security breaches as a result of any or all of the services described in this SOW. Motorola does not warrant or guarantee that this service will identify all cybersecurity incidents that occur in the Customer’s system. Services and deliverables are limited by, among other things, the evolving and often malicious nature of cyber threats, conduct/attacks, as well as the complexity/disparity and evolving nature of Customer computer system environments, including supply chains, integrated software, services, and devices. To the extent we do offer recommendations in Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 18 connection with the services, unless otherwise stated in the SOW, our recommendations are necessarily subjective, may or may not be correct, and may be based on our assumptions relating to the relative risks, priorities, costs and benefits that we assume a pply to you. 4.1.1.9.2 Processing of Customer Data in the United States and/or other locations. Customer understands and agrees that data obtained, accessed, or utilized in the performance of the services may be transmitted to, accessed, monitored, and/or otherwise processed by Motorola in the United States (US) and/or other Motorola operations globa lly. Customer consents to and authorizes all such processing and agrees to provide, obtain, or post any necessary approvals, consents, or notices that may be necessary to comply with applicable law. 4.1.1.9.3 Customer and Third-Party Information Customer understands and agrees that Motorola may obtain, use and/or create and use, anonymized, aggregated and/or generalized Customer Data, such as data relating to actual and potential security threats and vulnerabilities, for its lawful business purposes, including improving its services and sharing and leveraging such information for the benefit of Customer, other customers, and other interested parties. For avoidance of doubt, so long as not specifically identifying the Customer, Customer Data shall not include, and Motorola shall be free to use, share and leverage security threat intelligence and mitigation data generally, including without limitation, third -party threat vectors and IP addresses (i.e., so long as not defined as personal information un der applicable law), file hash information, domain names, malware signatures and information, information obtained from third -party sources, indicators of compromise, and tactics, techniques, and procedures used, learned or developed in the course of providing Services, which data shall be deemed Service Use Data (i.e., Motorola Solution data). 4.1.1.9.4 Third-Party Software and Service Providers, including Resale Motorola may use, engage, license, resell, interface with or otherwise utilize the products or services of third-party processors or sub-processors and other third-party software, hardware, or services providers (such as, for example, third-party endpoint detection and response providers). Such processors and sub-processors may engage additional sub -processors to process personal data and other Customer Data. Customer understands and agrees that the use of such third -party products and services, including as it relates to any processing or sub -processing of data, is subject to each respective third - party’s own terms, licenses, EULAs, privacy statements, data processing agreements and/or other applicable terms. Such third-party providers and terms may include the following, if applicable, or as otherwise made available publicly, through performance, or upon request: Third-Party Provider Links Palo Alto EULA: www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/legal/palo -alto-networks- end-user-license-agreement-eula.pdf Customer Data Processing Addendum: www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/legal/palo_alto_networks_cu stomer_data_processing_agreement.pdf Motorola disclaims any and all responsibility for any and all loss or costs of any kind associated with security events. Motorola disclaims any responsibility for customer use or implementation of any recommendations provided in connection with the services. Implementation of recomm endations does not ensure or guarantee the security of the systems and operations evaluated. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 19 4.1.2 Network Event Monitoring Network Event Monitoring provides continuous real-time fault monitoring for radio communications networks. Motorola 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. CMSO technologists acknowledge and assess these incidents, a nd initiate a defined response. 4.1.2.1 Description of Service With Network Event Monitoring, Motorola 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 4-4: Alarm Threshold Rule Options for all Event Types. Table 4-4: 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’s response may include continued monitoring for further incident development, remote remediation by technical support, dispatching a field service technician, or other actions Motorola determines necessary. To prevent duplicate incidents from being generated by the same root cause, Motorola employs an auto triage process that groups related incidents. The auto triage process therefore automatically assigns grouped incidents to a field service technician, enabling the resolution of these incidents together if the root alarm has been addressed. Motorola 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 and the Customer can reference these templates. When information is updated, it will be organized in four categories: • Open – Motorola’s 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 Customer Hub, including incident management reports. Any specific remediation and action notes from Motorola’s 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 Customer Hub, provides a read-only view of the Customer's current service configuration, including site param eters, notification preferences and dispatch information. If the Customer or Motorola makes changes to the network, the Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 20 updated information will be incorporated into SCP-Lite allowing the Customer a view of the ASTRO 25 radio network’s state. 4.1.2.2 Scope Network Event Monitoring is available 24/7. Incidents generated by the monitoring service will be handled in accordance with Section 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. 4.1.2.3 Inclusions Network Event Monitoring is available for the devices listed in Section 4.1.2.6: Monitored Elements. Motorola Responsibilities • Provide a dedicated network connection necessary for monitoring the Customer’s communication network. • Provide continuous utility service to any Motorola 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 equipment from theft or damage while on the Customer’s premises. • Create an incident, as necessary. Gather information to perform the following: - Characterize the issue. - Determine a plan of action. - Assign and track the incident to resolution. • Prior to contract start date, provide Motorola 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 and included in the CSP to the 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’s CSM. • Allow Motorola’s 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’s field service technician, if designated in the CSP, access to remove Motorola- owned monitoring equipment upon cancellation of service. • Provide Motorola 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 21 • 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. • In the event that Motorola 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 to provide the monitoring service. • Cooperate with Motorola and perform reasonable or necessary acts to enable Motorola to provide these services. • Contact Motorola to coordinate transition of monitoring when the responsibility for monitoring needs to be transferred to or from Motorola, as specified in pre -defined information provided in the Customer’s CSP. An example of a transfer scenario is transfe rring monitoring from Motorola for network monitoring after normal business hours. - Upon contact, the Customer must provide Motorola 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 5: Priority Level Definitions and Response Times. • Connectivity Matrix describes available connectivity options. • If determined necessary by Motorola, provide Motorola-owned equipment at the Customer’s premises for monitoring network elements. The type of equipment and location of deployment is listed in Section 4.1.2.5: Motorola Owned and Supplied Equipment. • Verify connectivity and event monitoring prior to system acceptance or start date. • Monitor system continuously during hours designated in the CSP, and in accordance with Section 5: Priority Level Definitions and Response Times. • Remotely access the Customer’s system to perform remote diagnosis as permitted by the Customer. • 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 and the Customer. • Maintain communication as needed with the Customer in the field until incident resolution. • Provide available information on incident resolution to the Customer. Limitations and Exclusions The following activities are outside the scope of the Network Monitoring service: • Motorola 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 determines that system faults were caused by the Customer making changes to critical system parameters without written agreement from Motorola. • Monitoring of network transport, such as WAN ports, WAN cloud, and redundant paths, unless provided by supplemental service outside this standard scope . Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 22 • Elements deployed outside of ASTRO RNI (E.g.: ASTRO CEN sites) are excluded from the service. • Emergency on-site visits required to resolve technical issues that cannot be resolved by working remotely with the Customer’s technical resource. • System installations, upgrades, and expansions. • Customer training. • Hardware repair and/or replacement. • Network security services. • Information Assurance. Customer Responsibilities • Allow Motorola continuous remote access to enable the monitoring service. • Provide continuous utility service to any Motorola 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 equipment from theft or damage while on the Customer’s premises. • Create an incident, as necessary. Gather information to perform the following: - Characterize the issue. - Determine a plan of action. - Assign and track the incident to resolution. • Prior to contract start date, provide Motorola 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 and included in the CSP to the 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’s CSM. • Allow Motorola’s 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’s field service technician, if designated in the CSP, access to remove Motorola- owned monitoring equipment upon cancellation of service. • Provide Motorola 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 23 • In the event that Motorola 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 to provide the monitoring service. • Cooperate with Motorola and perform reasonable or necessary acts to enable Motorola to provide these services. • Contact Motorola to coordinate transition of monitoring when the responsibility for monitoring needs to be transferred to or from Motorola, as specified in pre-defined information provided in the Customer’s CSP. An example of a transfer scenario is transferring monitoring from Motorola for network monitoring after normal business hours. - Upon contact, the Customer must provide Motorola 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 5: Priority Level Definitions and Response Times. 4.1.2.4 Connectivity The connectivity between customer's system and Motorola CMSO to enable Network Event Monitoring, MDR and RSUS should be established prior service start date. Table 4-5: Available Connectivity System Type Available Connectivity Set up and Maintenance ASTRO 25 ASTRO Connectivity Service Motorola 4.1.2.5 Motorola Owned and Supplied Equipment This table identifies equipment that Motorola will supply to support the network monitoring service for the duration of the service. Table 4-6: Motorola Owned and Supplied Equipment Equipment Type Location Installed Firewall/Router Primary Site Service Delivery Management Server (DSR only) Primary Site for each Zone 4.1.2.6 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 C HP. Table 4-7: Monitored Elements Monitored Elements Active Directory Enrichment Testing Probe Agent Environmental Core Switch AIS ESX Radio Interface Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 24 Monitored Elements AMB Exit Router RDM Application Server RNI Firewall RFDS APX Cloud Application Core Server RGU ATR Gateway RNG AUC Gateway Router Site Router Backup Server Gateway Unit RTU Base Radio GIS Server SCOM Server Call Processor HSS Short Data Router Camera Install Server Statistical Server CBSD Site Switch Storage Networking CCGW Licensing Service Consoles Channel Load Balancer TRAK Client Station Logging Recorder Terminal Server CommandCentral AXS dispatch console Logging Replay Station Time Keeper Controller UNC Training App Conventional UEM Training Database Core Router MOSCAD Server Trap Forwarder Data Processing Network Address UCS Database Server Network Device Licensing Server Data Warehouse Server NTP Virtual Machine Device Configuration Server AIS VMS DNS Application Server VPM Domain Controller Packet Data Gateway WSGU D series Site Controller Physical Host Environmental ZDS eNodeB Physical Host Power and Network Zone Controller Active directory Power Distribution Unit Syslog Repeaters Power Monitor Proxy 4.1.3 ASTRO Connectivity Services To establish a connection between the Customer's on -premises ASTRO 25 infrastructure core and Motorola Solutions Network and Security Operation Centers, Motorola will provide required network equipment with sufficient bandwidth as mentioned in Section 4.1.2.5: Motorola Owned and Supplied Equipment. The connectivity to customer’s ASTRO 25 infrastructure core will terminate upon the Customer canceling their ASTRO 25 service package. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 25 Motorola Responsibilities Motorola will fulfill the following responsibilities to provide the ASTRO 25 Connectivity Service. • Perform a site survey prior to installation to assess that all the conditions for a proper site installation can be met, including, but not limited to the presence of network facilities necessary to provide the necessary connectivity. • Motorola will note any variations of the site that would affect the hardware specifications or estimated labor involved for a standard installation. If the site survey indicates a non -standard installation (for example, the need for construction of “last m ile” network facilities), then a mutually agreed change order may be required. • It is assumed that in the building, LTE coverage is adequate at the installation site. If, during installation, it is determined the in-building LTE coverage is not adequate for service, then a mutually agreed change order may be required for external ante nna installation. • Standard Demarc – Motorola will install cable between the Local Exchange Carrier Minimum Point of Entry (MPOE) and the Managed Elements located within the customer ASTRO infrastructure. Motorola will install the demarc standard – which includes one service call, up to two (2) total hours of on-site labor, and installation of one (1) cat 3, 5, or 5e cable drop up to 150 feet (vertical length up to 12 feet), connectors, ty-wraps, jacks, face plates, and cable. A mutually agreed change order may be required if the site survey indicates a non-standard extended demarc (for example, the need for cable through walls over 150’ or multiple floors). • Install equipment supplied by Motorola. Installation period is estimated to be within 45 business days from when Motorola and Customer execute the Agreement and related addendum or addenda. • Cooperate with the Customer to schedule the ASTRO 25 Connectivity Service implementation. • Administer safe work procedures for installation of the remote access circuit. Customer Responsibilities • Sign the Transport Connectivity Addendum (TCA). • Provide space for the networking equipment at the core site. • Ensure communications sites meet space, grounding, power, and connectivity requirements for equipment installation. • Obtain all licensing, site access, or permitting required for project implementation. • Provide a dedicated delivery point (such as a warehouse), for receipt, inventory, and storage of equipment prior to delivery to the site(s), if requested by Motorola. • Ensure existing sites or equipment locations have sufficient space available for the system, as specified by Motorola's R56 Standards and Guidelines for Communication. • Ensure that existing sites or equipment locations have adequate electrical power in the proper phase, in the proper voltage, and with necessary site grounding to support the requirements of the equipment provided with the ASTRO 25 Connectivity Service. • Perform any location upgrades or modifications. • Obtain and maintain approved local, State, or Federal permits necessary for installing and operating the proposed equipment. • Provide any required system interconnections not specifically included in the ASTRO 25 Connectivity Service. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 26 • Install demarcation equipment, air conditioning, and other equipment that is not provided by Motorola and is necessary to support the project. • Perform work necessary to complete the connectivity provisioning outside the scope of the installation provided by Motorola. • If Motorola’s design requires wireless backup and out-of-band (OOB) monitoring, Motorola may provide a wireless modem at the Customer location for OOB monitoring for Motorola Solutions Monitored Elements. The Customer shall provide access and accommodation s to install the modem if required. • The Customer will notify Motorola of any maintenance that may affect the operating status of the service using a Customer Maintenance Change Management Request via the Customer Hub. Examples of maintenance activities include: powering down the site, a Motorola Managed Element, or a third-party Network Terminating Unit; or, resetting, recabling, or moving equipment components. • If a Motorola representative visits the Customer Site or works remotely, at the Customer’s request, to investigate an issue with the Service, and the Motorola representative determines the Service is functioning correctly or is prevented from resolving the issue because the Customer did not provide access or reasonable assistance, the Customer will be charged at published or negotiated time and material rates. • Upon termination of the services, Customer shall promptly return to Motorola all equipment provided by Motorola in conjunction with the ASTRO 25 Connectivity Service and not explicitly owned by Customer. Motorola is entitled to invoice any and all costs ar ising out of or in connection with Customer’s failure to return the Motorola equipment if the Motorola equipment is not returned within sixty (60) days following termination of services. Limitations/Exclusions • Additional connectivity outside the scope of these services is not covered in this SOW. • Motorola is not responsible for system faults or deficiencies that are caused by changes or modifications to the system not performed by Motorola. 4.1.4 Remote Technical Support Motorola’s 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 CMSO organization by a staff of technical support specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues. Motorola 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. 4.1.4.1 Description of Service The CMSO organization’s primary goal is Customer Issue Resolution (CIR), providing i ncident restoration and service request fulfillment for Motorola’s 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 27 Calls requiring incidents or service requests will be logged in Motorola’s CRM system, and Motorola 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 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 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 provides technical consultants to support the local resource in the timely closure of infrastructure, performance , and operational issues. 4.1.4.2 Scope The CMSO Service Desk is available via telephone 24/7 to receive and log requests for technical support. Remote Technical Support service is provided in accordance with Section 5: Priority Level Definitions and Response Times. 4.1.4.3 Inclusions Remote Technical Support service will be delivered for Motorola-provided infrastructure, including integrated third-party products. Motorola Responsibilities • Maintain availability of the Motorola CMSO Service Desk via telephone (800-MSI-HELP) 24/7 to receive, log, and classify Customer requests for support. • Respond to incidents and technical service requests in accordance with Section 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 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. Limitations and Exclusions The following activities are outside the scope of the Remote Technical Support service: • Customer training. • Remote Technical Support for n etwork transport equipment or third-party products not sold by Motorola. • Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 28 Customer Responsibilities • Prior to contract start date, provide Motorola with pre-defined information necessary to complete CSP. • Submit timely changes in any information supplied in the CSP to the 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 5: Priority Level Definitions and Response Times. • Cooperate with Motorola, and perform all acts that are reasonable or necessary to enable Motorola to provide Remote Technical Support. • In the event that Motorola 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 to provide the service. 4.1.5 Network Hardware Repair Motorola will provide hardware repair for Motorola and select third-party infrastructure equipment supplied by Motorola. A Motorola authorized repair depot manages and performs the repair of Motorola supplied equipment, and coordinates equipment repair logistics. 4.1.5.1 Description of Service Infrastructure components are repaired at Motorola-authorized Infrastructure Depot Operations (IDO). At Motorola’s 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. 4.1.5.2 Scope Repair authorizations are obtained by contacting the CMSO organization Service Desk, which is available 24/7. Repair authorizations can also be obtained by contacting the CSM. 4.1.5.3 Inclusions This service is available on Motorola-provided infrastructure components, including integrated third- party products. Motorola will make a commercially reasonable effort to repair Motorola 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 29 Motorola Responsibilities • Provide the Customer access to the CMSO Service Desk, operational 24/7, 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 infrastructure: - Perform an operational check on infrastructure components to determine the nature of the problem. - Replace malfunctioning components. - Verify that Motorola infrastructure components are returned to applicable Motorola 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. - 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 system configuration. • Reprogram repaired infrastructure components to original operating parameters based on software and firmware provided by the Customer, as required in Section 4.1.5.3: 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 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 30 Limitations and Exclusions Motorola may return infrastructure equipment that is no longer supported by Motorola, the original equipment manufacturer, or a third-party vendor without repair ing or replacing it. The following items are excluded from this service: • All Motorola radio infrastructure components over the post-cancellation support period. • All third-party radio 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. • Consumable items including, but not limited to, batte ries, 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 wi reless transmitters, short haul modems, combiners, multicouplers, duplexers, shelters, shelter HVAC, generators, UPS’s, dropship nonstandard items and test equipment. • Racks, furniture, and cabinets. • Non-standard configurations, customer -modified infrastructure, and certain third-party dropship products. • Firmware or software upgrades. Customer Responsibilities • Contact or instruct servicer to contact the Motorola 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 or third-party infrastructure components being sent in for service were subjected to physical damage or lightning damage. • Follow Motorola 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 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 31 • Provide Motorola with proper software and firmware information to reprogram equipment after repair, unless current software has caused this malfunction. • Cooperate with Motorola and perform reasonable or necessary acts to enable Motorola to provide hardware repair services to the Customer. • At the Customer’s cost, obtain all third-party consents or licenses required to enable Motorola to provide the service. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 32 4.1.5.4 Repair Process Figure 1: Repair Decision Process Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 33 4.1.5.4.1 Replacement Process for Advanced Replacement Figure 2: Advanced Replacement or Loaner Decision Process Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 34 Table 4-8: Shipping Charges and Default Mail Service Services Advanced Replacement Charges Responsibility Advanced Replacements (Normal Business Hours) Shipped FedEx Overnight or equivalent Motorola 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 Loaner Installation Labor Motorola shipping carrier – FedEx. 4.1.6 Security Update Service Motorola’s ASTRO 25 Security Update Service (SUS) 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 com patibility with ASTRO 25 systems. Security update delivery is determined by the options included as part of this service. Section 4.1.6.4: Inclusions indicates if options are included as part of this service. 4.1.6.1 Description of Service Motorola uses a dedicated information assurance lab to test and validate security updates. Motorola deploys and tests security updates in the lab to check for and prevent potential service degradation. Motorola releases tested, compatible security updates for download and installation. Once security updates are verified by the SUS team, Motorola uploads them to a secure website and sends a release notification email to the Customer contact to inform them that the security update release is available. If there are any recommended configuration changes, warnings, or workarounds, the SUS team will provide documentation with the security updates on the secure website. Note, the ASTRO 25 Advanced Service also includes the Remote Security Update Service. See Section 4.1.7. Customer download and self-installation of security updates is only necessary for the system components that are not covered by RSUS. See Appendix 1 for RSUS scope and exclusions. For RSUS exclusions, with the base SUS service, the Customer will be responsible for downloading security updates, installing them on applicable components, and rebooting updated components. Additional options are available for Motorola to deploy security updates, reboot servers and workstations, or both. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 35 4.1.6.2 On-Site Delivery If On-Site Delivery is included with SUS, Motorola provides trained technician(s) to install security updates at the Customer’s location. The technician downloads and installs available security updates and coordinates any subsequent server and workstation reboots. 4.1.6.2.1 Reboot Support If Reboot Support is included with RSUS, Motorola provides technician support to reboot impacted Microsoft Windows servers and workstations after operating system security patches have been installed. 4.1.6.3 Scope RSUS includes pretested security updates for the software listed in Table 4-9: Update Cadence. This table also describes the release cadence for security u pdates. Table 4-9: Update Cadence Software Update Release Cadence Antivirus Definition Files Weekly Microsoft Windows Monthly Microsoft SQL Server Quarterly Microsoft Windows third party (i.e. Adobe Reader) Monthly Red Hat Linux (RHEL) Quarterly VMWare ESXi Hypervisor Quarterly PostgreSQL Quarterly McAfee Patch(es) Quarterly Dot Hill DAS Firmware Quarterly HP SPP Firmware Quarterly QNAP Firmware Quarterly 4.1.6.4 Inclusions Supported ASTRO 25 core types and security update delivery methods are included in Table 4-10: SUS Packages. This table indicates if Motorola will provide any SUS optional services to the Customer. SUS supports the current Motorola ASTRO 25 system release and aligns with the established Software Support Policy (SwSP). Motorola 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’s assigned CSM for the latest supported releases. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 36 Table 4-10: SUS Packages Service ASTRO 25 Core Type Included Security Update Service Customer Self-installed L Core M Core Simplified Core X Security Update Service with Reboot Support L Core M Core Simplified Core Security Update Service with On-Site Delivery L Core M Core Simplified Core Responsibilities for downloading and installing security updates and rebooting applicable hardware are detailed in Section 4.1.6.5: Installation and Reboot Responsibilities. Motorola Responsibilities • On the release schedule in Section 4.1.6.3: Scope review relevant and appropriate security patches released by Original Equipment Manufacturer (OEM) vendors. • Release tested and verified security patches to Motorola’s secure website. • Publish documentation for installation, recommended configuration changes, any identified issue(s), and remediation instructions for each security update release. • Send notifications by email when security updates are available to download from the secure website. Limitations and Exclusions • Systems with non-standard configurations that have not been certified by Motorola’s Systems Integration and Test (SIT) team are specifically excluded from this service, unless otherwise agreed in writing by Motorola. • Interim or unplanned releases outside the supported release cadence. • Service does not include pretested intrusion detection system (IDS) signature updates for IDS solutions. • This service does not include releases for Motorola 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 product updates are not included in these services. • Shared network infrastructure firmware, such as transport and firewall firmware are not included in these services. • Motorola does not represent that it will identify, fully recognize, discover, or resolve all security events or threats, system vulnerabilities, malicious codes or data, backdoors, or other system threats or incompatibilities as part of the service, or that the ag reed upon cadence/time of delivery will be sufficient to identify, mitigate or prevent any cyber incident. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 37 Customer Responsibilities • Provide Motorola with predefined information necessary to complete a Customer Support Plan (CSP) prior to the Agreement start date. • Provide timely updates on changes of information supplied in the CSP to Motorola’s assigned CSM. • Update Motorola with any changes in contact information, specifically for authorized users of Motorola’s secure website. • Provide means for accessing Motorola’s secure website to collect the pretested files. • Download and apply only to the Customer's system as applicable, based on the Customer Agreement and the scope of the purchased service. Distribution to any other system or user other than the system/user contemplated by the Customer Agreement is not permit ted. • Implement Motorola Technical Notices (MTN) to keep the system current and patchable. • Adhere closely to the Motorola Solutions Centralized Managed Support Operations (CMSO) troubleshooting guidelines provided upon system acquisition. Failure to follow CMSO guidelines may cause the Customer and Motorola unnecessary or overly burdensome remed iation efforts. In such cases, Motorola reserves the right to charge an additional fee for the remediation effort. • Upgrade system to a supported system release when needed to continue service. Contact Motorola’s assigned CSM for the latest supported releases. • Comply with the terms of applicable license agreements between the Customer and non - Motorola software copyright owners. 4.1.6.5 Installation and Reboot Responsibilities Installation and Reboot responsibilities are determined by the specific SUS package being purchased . Table 4-11: Installation and Reboot Responsibilities Matrix contains the breakdown of responsibilities. Section 4.1.6.4: Inclusions indicates which services are included. Microsoft Windows servers and workstations often need to be rebooted before security updates take full effect and mitigate vulnerabilities. Table 4-11: Installation and Reboot Responsibilities Matrix SUS Package Motorola Responsibilities Customer Responsibilities Security Update Service Customer Self-installed ▪ Deploy pretested files to the Customer’s system as instructed in the “Read Me” text provided on Motorola’s secure website. ▪ When a security update requires a reboot, reboot servers and workstations after security updates are installed. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 38 SUS Package Motorola Responsibilities Customer Responsibilities Security Update Service with On- Site Delivery ▪ Dispatch a technician to deploy pretested files to the Customer’s system. ▪ When a security update requires a reboot, reboot servers and workstations after security updates are installed. ▪ Acknowledge Motorola will reboot servers and workstations, and agree to timing. 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. ▪ Deploy pretested files to the Customer’s system as instructed in the “Read Me” text provided on Motorola’s secure website. 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 (e.g. end-of-life) from deployed software, Motorola may work with the OEM to reduce the impact, b ut 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. Motorola will obtain and test security updates when they are made available, and incorporate those security updates into the next appropriate release. All security updates are important. This service is intended to balance the security and compatibility of tested updates with agreed upon time/cadence of delivery. Customer assumes the risk of this inherent tradeoff. Motorola 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 disclaims any warranty concerning non-Motorola software and does not guarantee Customers' systems will be error-free or immune to security breaches as a result of these services. 4.1.7 Remote Security Update Service Motorola’s 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 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 Monthly Security Update Service (SUS) is a prerequisite for RSUS. Please see the Statement of Works for: ASTRO 25 SUS Statement of Work. 4.1.7.1 Description of Service Motorola remotely installs pretested security updates on the applicable ASTRO 25 system components, as defined in Appendix 1. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 39 Note that some ASTRO 25 system components may be covered by the self-installed SUS service and not RSUS (RSUS Exceptions). If the Customer is unable to apply updates to RSUS exceptions, Motorola can provide On -Site SUS, whereby the Motorola field service team attend Customer premises to install the updates. Motorola remotely installs pretested security updates on the applicable ASTRO 25 system components. Motorola tests security updates for compatibility with ASTRO 25 in a dedicated information assurance lab. Motorola will install compatible ASTRO 25 security updates using a remote connection. After installing tested security updates remotely, Motorola 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 statuses. 4.1.7.1.1 Application of Prerequisite Motorola Technical Notices (MTN) In some instances, MTNs must be applied to enable Motorola to remotely deploy the latest security updates. MTN installation is not part of RSUS. In the event that Motorola is prevented from deploying security updates due to incomplete implementation of pre requisite MTNs, Motorola will raise a service incident and notify the Customer. Once necessary MTNs are applied to the Customer’s system, Motorola will continue to remotely deploy security updates. 4.1.7.1.2 Updates to System Components in the Customer Enterprise Network 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. The only exceptions are those identified as RSUS exceptions in Appendix 1. The Customer may request a quote, via the CSM, for Motorola to remotely install updates to eligible systems that are in the Customer’s CEN. The Customer must make the appropriate configuration changes to their firewall giving logical access and a network path to allow Motorola to remotely install the requisite patches. 4.1.7.1.3 Microsoft Windows Reboot Following Security Update Installation It is a critical requirement for Microsoft Windows systems to be rebooted following the installation of security updates. In the case of RSUS, this is the responsibility of the Customer. Failure of the Customer to fulfill reboot responsibilities as described in Table 4-14: Reboot Responsibilities Matrix exposes systems to security threats. Until reboot, the system is not updated. It will also delay execution of future RSUS updates, with a risk of failed RSUS scheduling and unnecessary Customer impact. If Customers require further support from Motorola to reboot following Microsoft Windows update deployment and installation, please contact your CSM who can discuss options for Reboot Support. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 40 4.1.7.1.4 Reboot Support If the Reboot Support service is sold to complement RSUS, Motorola provides technician(s) to reboot impacted Microsoft Windows servers and workstations after operating system security patches have been installed. • The RSUS team will notify all listed contacts one week prior to patching to all required contacts (identified during service onboarding). • On completion of patching, a final report is sent via email to the listed contacts. • The notification will state that patching is complete and systems need to be rebooted. • This process is repeated monthly. Reboot Support requires that the Customer representative works with Motorola technicians to plan when reboots will be undertaken to reduce the operational impact. 4.1.7.2 Scope RSUS includes pretested security updates for the software listed in Table 4-12: Update Cadence. This table also describes the release cadence for security upda tes. Table 4-12: Update Cadence Antivirus Definition Files Weekly Microsoft Windows Monthly Microsoft SQL Server Quarterly Red Hat Linux (RHEL) Quarterly VMWare ESXi Hypervisor Quarterly Trellix (McAfee) Patch(es) Quarterly Dot Hill DAS Firmware Quarterly HP SPP Firmware Quarterly Motorola installs security updates during normal business hours. Normal business hours are defined as 8 a.m. to 5 p.m. Central Standard Time Monday through Friday, excluding public holidays. The Customer may submit a formal request that Motorola personnel work outside of these hours. The Customer will need to pay additional costs for work to be completed outside of normal business hours. Motorola will provide an Impact Timeline (ITL) to the Customer to show installation tasks scheduled, including preparation work and the transfer of security updates to local storage or memory. Core Server reboots or zone controller rollover will be initiated at the times shared in the ITL. It is a critical requirement that Microsoft Windows systems are rebooted following the installation of security updates. In the case of RSUS, this is the responsibility of the Customer. Intrusive security updates require Customer coordination, may require hardware reboots and zone controller rolling (switching from one zone controller to the other) to fully implement. Systems with redundant zone controllers (M3) have low downtime (minutes) as the zone controllers are rolled but systems with single zone controllers 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 41 4.1.7.3 Tenanted Customers Access to Antivirus Updates Where a Customer is a Tenant Customer (for example, a Public Safety Access Point / Dispatch Center) on a Core system owned and operated by another organization, any Tenant customer systems such as dispatch consoles need to be able to access the core Centra l Security Management Server (CSMS). The RSUS team will need permission from the Core system owners to allow connectivity from the Core system to any RSUS entitled Tenant Customers. 4.1.7.4 Inclusions Supported ASTRO 25 core types and security update delivery methods are included in Table 7: SUS Options. This table indicates if Motorola will provide any RSUS optional services to the Customer. RSUS supports the current Motorola ASTRO 25 system release an d aligns with the established Software Support Policy (SwSP). Motorola reserves the right to determine which releases are supported as business conditions dictate. Additional charges may apply in the event of supporting releases that are no longer within the Standard Support Period (as defined by the SWSP). Contact M otorola’s assigned CSM for the latest supported releases. Table 4-13: RSUS Options Service ASTRO 25 Core Type Included Remote Security Update Service L Core M Core Simplified Core Remote Security Update Service with Reboot Support L Core M Core Simplified Core x Responsibilities for rebooting applicable hardware are detailed in Section 4.1.7.5: Reboot Responsibilities. Motorola Responsibilities • Remotely deploy patches listed in 4.1.8.2: Scope on the Customer’s system. Patches will be installed on the cadence described in that section. - As outlined in 4.1.8.2: 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 that no security updates are released by the Original Equipment Manufacturers (OEM), the Final RSUS Patch Report can be reviewed by the Customer to identify where no new security updates were required. • Coordinate RSUS activities with any other Motorola system maintenance or other engineering activities with the Customer to minimize downtime, inefficiency and operational impact. Limitations and Exclusions • Systems with non-standard configurations that have not been certified by Motorola’s Systems Integration and Test (SIT) team are specifically excluded from this service, unless otherwise agreed in writing by Motorola. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 42 • Interim or unplanned releases outside the supported release cadence. • Service does not include pretested intrusion detection system (IDS) signature updates for IDS solutions. • This service does not include releases for Motorola 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 product updates are not included in these services. • Shared network infrastructure firmware, such as transport and firewall firmware are not included in these services. • This service excludes the delivery of MTNs to the customer system. • Motorola does not represent that it will identify, fully recognize, discover, or resolve all security events or threats, system vulnerabilities, malicious codes or data, backdoors, or other system threats or incompatibilities as part of the service, or tha t the agreed upon cadence/time of delivery will be sufficient to identify, mitigate or prevent any cyber incident. • Motorola shall provide Customers with a list of MTNs that are prerequisite for execution of the RSUS service. Customer Responsibilities • This service requires connectivity from Motorola to the Customer’s ASTRO 25 system. If required, procure internet connectivity before the service commences, and maintain it for the duration of the service contract. • Refrain from making uncertified changes to the ASTRO 25 system. Consult with Motorola 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. • Prerequisite Motorola Technical Notices (MTN) must be applied to enable Motorola to remotely deploy the latest security updates. The list of MTNs that must be applied are available on the SUS secure customer portal. 4.1.7.5 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 4-14: Reboot Responsibilities Matrix contains the breakdown of responsibilities. Section 4.1.8.4: Inclusions indicates which services are included. If a Customer chooses not to reboot after an update, whether for operational reasons or convenience, they are accepting the associated risks, which include: • Greater exposure to cyber security threats and vulnerabilities. • Impact to implementation of subsequent RSUS Microsoft Windows updates at the agreed delivery cadence, until the devices are rebooted and at the correct RSUS release. If Customers require further support from Motorola to reboot following Microsoft Windows update deployment and installation, please contact your CSM who can discuss options for Reboot Support. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 43 Table 4-14: Reboot Responsibilities Matrix Remote SUS Package Motorola 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. 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. ▪ 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 (e.g. end-of-life) from deployed software, Motorola may work with the OEM to reduce the impact, b ut 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. Motorola will obtain and test security updates when they are made available, and incorporate those security updates into the next appropriate release. All security updates are important. This service is intended to balance the security and compatibility of tested updates with agreed upon time/cadence of delivery. Customer assumes the risk of this inherent tradeoff. Motorola 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 disclaims any warranty concerning non -Motorola software and does not guarantee Customers' systems will be error-free or immune to security breaches as a result of these services. 4.1.8 On-Site Infrastructure Response Motorola’s On-Site Infrastructure Response service provides incident management and escalation for on-site technical service requests. The service is delivered by Motorola’s CMSO organization in cooperation with a local service provider. On-Site Infrastructure Response may also be referred to as On-Site Support. 4.1.8.1 Description of Service The Motorola 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 44 The dispatched field service technician will travel to the Customer’s location to restore the system in accordance with Section 4.1.8.5: Priority Level Definitions and Response Times . Motorola will manage incidents as described in this SOW. The CMSO Service Desk will maintain contact with the field service technician until incident closure. 4.1.8.2 Scope On-Site Infrastructure Response is available in accordance with Section 4.1.8.5: Priority Level Definitions and Response Times. Customer’s Response Time Classification is designated in the Customer Support Plan. 4.1.8.3 Geographical Availability On-Site Infrastructure Response is available worldwide where Motorola servicers are present. Response times are based on the Customer’s local time zone and site location. 4.1.8.4 Inclusions On-Site Infrastructure Response is provided for Motorola-provided infrastructure. Motorola 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’s standard procedures, and provide necessary incident information. • Provide the required personnel access to relevant Customer information, as needed. • Motorola field service technician will perform the following on-site: - Run diagnostics on the infrastructure component. - Replace defective infrastructure components, 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 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. - Escalate the incident to the appropriate party upon expiration of a response time. • Close the incident upon receiving notification from the Customer or Motorola field service technician, indicating the incident is resolved. • Notify the Customer of incident status, as defined in the CSP and Service C onfiguration Portal (SCP): - Open and closed. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 45 - Open, assigned to the Motorola field service technician, arrival of the field service technician on-site, delayed, or closed. • Provide incident activity reports to the Customer, if requested. Limitations and Exclusions The following items are excluded from this service: • All Motorola infrastructure components beyond the post-cancellation support period. • All third-party infrastructure components beyond the post-cancellation support period. • All broadband infrastructure components beyond the post -cancellation support period. • Physically damaged infrastructure components. • Third-party equipment not shipped by Motorola. • 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 wi reless transmitters, short haul modems, combiners, multicouplers, duplexers, shelters, shelter HVAC, generators, UPS’s, and test equipment. • Racks, furniture, and cabinets. • Tower and tower mounted equipment. • Non-standard configurations, customer -modified infrastructure, and certain third-party infrastructure. • Firmware or software upgrades. Customer Responsibilities • Contact Motorola, as necessary, to request service. • Prior to start date, provide Motorola 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 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 to open an incident. • Provide field service technician with access to equipment. • Supply infrastructure spare or FRU, as applicable, in order for Motorola 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. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 46 • 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 and perform reasonable or necessary acts to enable Motorola to provide these services. • In the event that Motorola 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 to provide the service. 4.1.8.5 Priority Level Definitions and Response Times This section describes the criteria Motorola used to prioritize incidents and service requests, and lists the response times for those priority levels. Table 4-15: Standard Level Definitions and Response Times Incident Priority Incident Definition 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. 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. 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. 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). Not applicable. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 47 Table 4-16: Premier Priority Level Definitions and Response Times Incident Priority Incident Definition 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. Response provided 24/7 until service restoration. Field service technician arrival on-site within 2 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. Field service technician arrival on-site within 2 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. 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). Not applicable. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 48 Table 4-17: Limited Priority Level Definitions and Response Times Incident Priority Incident Definition 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. Response provided during normal business hours 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 during normal business hours 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. 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). Not applicable. 4.1.9 Annual Preventative Maintenance Motorola personnel will perform a series of maintenance tasks to keep network equipment functioning correctly. 4.1.9.1 Description of Service Annual Preventative Maintenance provide s annual operational tests on the Customer’s infrastructure equipment to monitor its conformance to specifications. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 49 4.1.9.2 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 a ccess requirements or expenses. 4.1.9.3 Inclusions Annual Preventive Maintenance service will be delivered for Motorola-provided infrastructure, including integrated third-party products, per the level of service marked in Table 4-18: Preventive Maintenance Level. Table 4-18: Preventive Maintenance Level Service Level Included Level 1 Preventive Maintenance X Level 2 Preventive Maintenance Motorola 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 Customer Hub, or as otherwise agreed in the 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 4.1.9.4: Preventative Maintenance Tasks. - Perform the procedures defined in Section Error! Reference source not found.: Error! Reference source not found. 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. 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 as part of the original system. • Network transport link performance verification. • Verification or assessment of Information Assurance. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 50 • 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. Customer Responsibilities • Provide preferred schedule for Annual Preventative Maintenance to Motorola. • Authorize and acknowledge any scheduled system downtime. • Maintain periodic backup of databases, softw are 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 full, free, and safe access to the equipment so that Motorola may provide services. All sites shall be accessible by standard service vehicles. • Submit timely changes in any information supplied in the CSP to the CSM. • Provide site escorts, if required, in a timely manner. • Provide Motorola with requirements necessary for access to secure facilities. • In the event that Motorola 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 field service technician to access the sites to provide the service. 4.1.9.4 Preventative 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 4.1.9.3: Inclusions. PRIMARY 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 the 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. Data Collection Devices (DCD) check (if present) Verify data collection. Anti-Virus Verify anti-virus is enabled and that definition files on the core security management server were updated within two weeks of the current date. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 51 PRIMARY SITE CHECKLIST – LEVEL 1 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 WAN 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 the 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. 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 the Customer server. Switches Equipment Alarms Check LED and/or other status indicators for fault conditions. Switches (continued) Capture Diagnostics Perform recommended diagnostic tests based on switch type. Capture available diagnostic logs. Clean Fans and Equipment Use an antistatic vacuum to clean cooling pathways. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 52 PRIMARY SITE CHECKLIST – LEVEL 1 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 an 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 an 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 an 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. Console Operator Position Time Verify console operator position time is consistent across all operator positions. Screensaver Verify screensaver set as Customer prefers. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 53 DISPATCH SITE CHECKLIST – LEVEL 1 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/Fans 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 the 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 the 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. DISPATCH SITE CHECKLIST – LEVEL 1 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 dispatch (if applicable). Telephone IRR Operation Verify telephone IRR operational on Motorola dispatch, if on radio computer. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 54 DISPATCH SITE CHECKLIST – LEVEL 1 Recording Verify operator position being recorded on long term logging recorder, if included in service agreement Computer Performance Testing Computer Reboot Reboot operator position computer. Computer Operational Confirm the 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 Testing Recording - AIS Test Verify audio logging of trunked calls. Recording With Customer assistance, test operator position logging on recorder. System Alarms Review the 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 the Customer server. Playback Station (Motorola 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. Verify AC/DC converter, RMC have been wired correctly on D series site. Clean Fans and Equipment Use an antistatic vacuum to clean cooling pathways. Site Frequency Standard Check Check LEDs for proper operation, PCA screens indicating potential faults for proper operation Basic Voice Call Check Voice test each voice path, radio to radio. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 55 RF SITE CHECKLIST – LEVEL 1 Trunking Control Channel Redundancy Roll control channel, test, and roll back if the site has GTR stations. This test is not applicable for D series stations. Trunking Site Controller Redundancy, ASTRO 25 Site Repeater only Roll site controllers with no dropped audio if the site has GTR stations. This test is not applicable for D series stations. PM Optimization Workbook (See Section Error! Reference source not found.: Error! Reference source not found. 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 – LEVEL1 MOSCAD Server Equipment Alarms Verify no warning or alarms 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. MOSCAD Client Equipment Alarms Verify no warning or alarm indicators. Check Alarm / Event History Review MOSCAD alarms 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. MOSCAD Client (continued) Verify System software Physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to the Customer server. MOSCAD RTUs Equipment Alarms Verify no warning or alarm indicators. Verify Connectivity Verify connectivity Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Advanced Services Detailed Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 56 MOSCAD CHECKLIST – LEVEL1 Password Verification Site devices to verify passwords. Document changes if any are 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 the Customer server. 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 the exterior of the building for damage and disrepair. Fences / Gates Check fences and gates for damage and disrepair. Landscape / Access Road Check the 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. Visual Inspection Interior (continued) Regulatory Compliance (License, ERP, Frequency, Deviation) Check for site and station FCC licensing indicating regulatory compliance. Clean Fans and Equipment Use an antistatic vacuum to clean cooling pathways. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Priority Level Definitions and Response Times Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 57 FACILITIES CHECKLIST – LEVEL 1 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. Oil Check the oil dipstick for the proper level. Note the condition of oil. Verify operation (no switchover) Verify generator running and check ease or difficulty of start. Is the 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 the 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. Section 5 Priority Level Definitions and Response Times Table 5-1: Priority Level Definitions and Response Time describes the criteria Motorola uses to prioritize incidents and service requests, and lists the response times for those priority levels. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Priority Level Definitions and Response Times Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 58 Table 5-1: Priority Level Definitions and Response Time 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 will acknowledge and respond within 1 Business Day. Not applicable. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Priority Level Definitions and Response Times Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 59 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 ASTRO® 25 Advanced Services Statement of Work Priority Level Definitions and Response Times Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 60 Appendix 1: ASTRO 25 Remote Security Update Coverage Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C The design, technical, and price information furnished with this proposal is proprietary information of Motorola Solutions, Inc. (Motorola). Such information is submitted with the restriction that it is to be used only for the evaluation of the proposal, and is not to be disclosed publicly or in any manner to anyone other than those required to evaluate the proposal, without the express written permission of Motorola Solutions, Inc. MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Hol dings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2024 Motorola Solutions, Inc. All rights reserved. PS-000123456 Orange County, NC ASTRO 25® Remote Security Upgrade Service (RSUS) Coverage Appendix Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 NAPC ASTRO 25 RSUS Appendix Table of Contents Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 1 Table of Contents Section 1 ASTRO 25 ® Remote Security Upgrade Service (RSUS) Coverage ....................................... 2 1.1 Change Control .........................................................................................................................2 1.2 RSUS Coverage .........................................................................................................................2 1.3 Exclusions .................................................................................................................................4 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 NAPC ASTRO 25 RSUS Appendix ASTRO 25 ® Remote Security Upgrade Service (RSUS) Coverage Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 2 Section 1 ASTRO 25 ® Remote Security Upgrade Service (RSUS) Coverage 1.1 Change Control Table 1-1: Change Control VERSION DATE DESCRIPTION AUTHOR 1 27-OCT-23 Initial version Jason Mann 1.1 13-FEB-24 Updated to identify Exclusions Jason Mann 1.2 19-FEB-24 Moved Genesis to unsupported Jason Mann 1.3 29-APR-24 Correction to table 1-3 Simon Fagan 1.2 RSUS Coverage The following table defines which components are covered by the Remote SUS service. The ASTRO 25® Point Service Software Support Policy applies. Security Update Service (SUS) and Remote Security Update Service (RSUS) support only systems that are within the Standard Software Support Period (up to 4 years after general release). Support is dependent on connectivity to the (RNI) Radio Network Infrastructure. Table 1-2: RSUS Covered Components SOFTWARE UPDATE RELEASE CADENCE PRODUCTS * DEPENDS ON DEVICE NETWORK LOCATION IN RNI OR CONNECTIVITY SETTINGS * Antivirus Definition Files Weekly ▪ Based on automated (CSMS) Core Security Management Server configurations Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 NAPC ASTRO 25 RSUS Appendix ASTRO 25 ® Remote Security Upgrade Service (RSUS) Coverage Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 3 SOFTWARE UPDATE RELEASE CADENCE PRODUCTS * DEPENDS ON DEVICE NETWORK LOCATION IN RNI OR CONNECTIVITY SETTINGS * Microsoft Windows Monthly ▪ (AMS) Advanced Messaging Server ▪ (AuC) Authentication Center Client ▪ (AuC) Authentication Center Server ▪ (CSMS) Core Security Management Server ▪ (DC) Domain Controller ▪ (IPPBX) (ETI) Enhanced Telephone Interconnect ▪ (KMF) Key Management Framework Client ▪ (KMF) Key Management Framework Server ▪ (MCC) Master Control Console 5500 ▪ (MCC) Master Control Console 7100 ▪ (MCC) Master Control Console 7500 / (AIS) Archiving Interface Server ▪ (MCC) Master Control Console 7500 E ▪ (MCC) Master Control Consoles 7500 E ▪ (NM) Network Management Client ▪ (OPSOC) On-Prem Security Operations Center ▪ (RM) Radio Management Client ▪ (RM) Radio Management Server ▪ MACH Alert (FSA) Fire Station Alerting ▪ Marvlis AVL Desktop Monitor ▪ Marvlis Server ▪ NICE (AIS) Archiving Interface Server ▪ NICE Backup Server ▪ NICE IP Radio Logger ▪ NICE Replay Workstation ▪ Proxy 7000 ▪ Transcoder ▪ Verint Logging Recorder Server ▪ Verint Workstation Microsoft Windows SQL Server Quarterly ▪ (CSMS) Core Security Management Server Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 NAPC ASTRO 25 RSUS Appendix ASTRO 25 ® Remote Security Upgrade Service (RSUS) Coverage Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 4 SOFTWARE UPDATE RELEASE CADENCE PRODUCTS * DEPENDS ON DEVICE NETWORK LOCATION IN RNI OR CONNECTIVITY SETTINGS * Red Hat Linux (RHEL) Quarterly ▪ (ATR) Air Traffic Router ▪ (BAR) Backup and Restore Server ▪ (IPCAP) IP Packet Capture ▪ (ISGW) Intersystem Gateway ▪ (LM) License Manager ▪ (LMP) LMP Multicast Proxy ▪ (NTP) Network Time Protocol ▪ (PDG) Packet Data Gateway ▪ (SSS) System Statistical Service ▪ (Syslog) Syslog Service ▪ (UCS) User Configuration Server ▪ (UEM) Unified Event Manager ▪ (UNC) Unified Network Configurator ▪ (ZC) Zone Controller ▪ (ZDS) Zone Database Service ▪ (ZSS) Zone Statistical Server VMWare ESXi Hypervisor Quarterly ▪ (VMS) Virtual Management Server VMWare vCenter Quarterly ▪ (VCLS) vSphere Cluster Services McAfee/Trellix Patch(es) Quarterly ▪ (CSMS) Core Security Management Server Dot Hill DAS Firmware Quarterly ▪ 4524 ▪ 4525 HP SPP Firmware Quarterly ▪ HP Generation 9 ▪ HP Generation 10 1.3 Exclusions The following system components are not covered by RSUS but are covered by the SUS service. If you require assistance to deploy these updates, please contact your CSM to arrange Onsite SUS services. Table 1-3: Excluded Components Software Products Product Lines ▪ (IMW) Intelligent MiddleWare Server ▪ WAVE Radio Gateway ▪ WAVE Tactical ▪ (PA) Personnel Accountability ▪ (CEN) Customer Enterprise Network Located Loggers (including Telephony) Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County, NC August 8, 2024 NAPC ASTRO 25 RSUS Appendix ASTRO 25 ® Remote Security Upgrade Service (RSUS) Coverage Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Page 5 Software Products Antivirus Definition Files ▪ Stand Alone Deployed Products Microsoft Windows ▪ (CAM) Console Alias Manager Server ▪ Genesis Genwatch3 ▪ Genesisworld Performance Management Solutions Client Microsoft Windows SQL Server ▪ NICE IP Logging Recorder QNAP ▪ TS453A ▪ TS453Be ▪ TS453D ▪ TS-464 PostgreSQL ▪ (KMF) Key Management Framework Server McAfee/Trellix Patch(es) ▪ Stand Alone Deployed Products There may be components not included in the tables above. These components are not covered. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 11/12/2024 RSMCarrie LaBascoJamezetta Bedford Chair, BOCC 11/19/2024 The design, technical, and price information furnished with this proposal is proprietary information of Motorola Solutions, Inc. (Motorola). Such information is submitted with the restriction that it is to be used only for the evaluation of the proposal, and is not to be disclosed publicly or in any manner to anyone other than those required to evaluate the proposal, without the express written permission of Motorola Solutions, Inc. MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Hol dings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2024 Motorola Solutions, Inc. All rights reserved. PS-000177976 Firm Fixed Price Proposal Orange County ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services August 8, 2024 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Table of Contents Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 1-ii Table of Contents Section 1 Solution Description ................................................................................................................. 1-1 1.1 Solution Overview ................................................................................................................. 1-1 1.2 Service Description .............................................................................................................. 1-2 Section 2 Statement of Work .................................................................................................................... 2-1 2.1 Overview ................................................................................................................................ 2-1 2.2 Description of Service .......................................................................................................... 2-1 2.3 Security Operations Center Monitoring and Support ....................................................... 2-4 2.4 Limitations and Exclusion ................................................................................................... 2-8 Section 3 Proposal Pricing ........................................................................................................................ 3-1 3.1 Pricing Summary................................................................................................................... 3-1 3.2 Payment Schedule & Terms ................................................................................................ 3-1 Section 4 Contractual Documentation..................................................................................................... 4-1 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Solution Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 1-1 Section 1 Solution Description 1.1 Solution Overview Motorola Solutions, Inc. (Motorola Solutions) is pleased to present the proposed cybersecurity services for Orange County (hereinafter referred to as “Customer”). This proposal is conditional upon the host system, VIPER, (hereinafter referred to as “Host”) subscribing to ASTRO Managed Detection and Response (MDR). Identifying and mitigating cyber threats requires a reliable solution that supplies the right data to cybersecurity experts. With MDR, Motorola Solutions will provide access to our ActiveEye SM Security Platform, along with 24x7 support from specialized security technologists, who will monitor your mission critical network against threat and intrusion. The following ASTRO® 25 Managed Detection and Response features and services are included in our proposal: • ActiveEyeSM Managed Detection and Response Elements . - ActiveEye Security Management Platform • Service Modules - Log Collection / Analytics • Security Operations Center Monitoring and Support 1.1.1 Site Information The following site information is included in the scope of our proposal: Table 1-1. Site Information Site / Location Quantity Dispatch Consoles 18 Services Included The ActiveEye service modules included in our proposal are selected in the Subscribed column below. Table 1-2: Service Modules Service Module Features Included Network Environment Log Collection / Analytics Online Storage Period: 30 Day Storage Extended Log Storage Length: 12 Months Consoles Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Solution Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 1-2 1.2 Service Description Managed Detection and Response is performed by Motorola Solutions’ Security Operations Center (SOC) using the ActiveEye SM security platform. The SOC’s cybersecurity analysts monitor for alerts 24x7x365. If a threat is detected, analysts will investigate and initiate an appropriate Customer engagement. Customer engagements may include but are not limited to: requesting additional information from the Customer, continuing to monitor the event for further development, or informing the Customer to enact the Customer’s documented Incident Response plan. SOC analysts rely on monitoring elements to detect signs of a potential threat impacting the Customer’s ASTRO 25 network and applicable Customer Enterprise Network (CEN) systems. These elements are described below. The Managed Detection and Response service includes the deployment and optimization of these elements into the Customer’s network. 1.2.1 Managed Detection and Response Elements This section and its subsections describe Managed Detection and Response elements, and their applicability for specific infrastructure. 1.2.1.1 ActiveEye Security Platform Motorola Solutions’ ActiveEyeSM security platform collects and analyzes security event streams from ActiveEye Remote Security Sensors (AERSS) in the Host’s ASTRO 25 network and applicable CEN systems, using security orchestration and advanced analytics to identify the most important security events from applicable systems. The platform automates manual investigation tasks, verifies activity with external threat intelligence sources, and learns what events will require rapid response action. If the Host provides it, the Customer will receive access to the ActiveEye platform as part of this service. ActiveEye will serve as a single interface to display system security information. Using ActiveEye, the Customer will be able to configure alerts and notifications, review s ecurity data, and perform security investigations. Applies to included console infrastructure. 1.2.1.2 ActiveEye Managed Security Portal The ActiveEye Managed Security Portal will synchronize security efforts between the Host, Customer and Motorola Solutions. From this central point, the Customer will be able to view threat insights, event investigations, security reports, threat advisories, and status of any security cases. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Solution Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 1-3 Figure 1-1: ActiveEye Interface Dashboard Key information in the ActiveEye Portal is summarized on the dashboard. This dashboard provides details about open alerts, an overview of alert categories, alert processing , key performance indicators (KPI), open security cases, and recent threat advisories. Also, users can access more in-depth information like security cases, alert details, alert trends, reports, and group communications. Security Cases When the Customer and Motorola Solutions identify a threat, the SOC will create a security case. Through the ActiveEye Portal, the Customer can view details of current or past cases, create new cases, or respond to ongoing cases. Alert Details and Trends Alerts can be evidence of a past, active, or developing threat. ActiveEye records relevant data for each alert, enabling users to quickly view its triggers, systems it impacts, and any actions taken to address the alert. ActiveEye Portal also provides tools for reviewing groups of alerts based on key attributes or time periods. Attribute filters enable users to toggle which alert groups ActiveEye Portal shows, helping to spot trends or threat activity. Users can also compare alert logs for specific time periods to determine if specific trends are associated with a threat or are false positives. Investigations and Reporting ActiveEye Portal includes robust ad hoc reporting capabilities, which will provide important, additional information about active and historical threats. Users can share information outside of ActiveEye Portal by downloading reports in .csv or .json format. In addition to ad hoc reporting, ActiveEye Portal can provide a daily email summary and monthly report. Daily email summaries can include alert counts, security cases opened or closed, saved queries that have new data, and detailed endpoint security statistics. If needed, ActiveEye Portal can send one or more summary emails with different content for differe nt groups. Monthly reports are available as a PDF download. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Solution Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 1-4 Security Advisories Security Advisories are messages initiated from the SOC that share information on active threats with the Customer’s security teams. These advisories guide security teams on how to best take action against a threat and tell them where they can find further information. Information Sharing The ActiveEye Portal includes several functions for sharing information. Automatic security alerts notify pre-defined contacts of incidents, based on incident priority. Other information sharing functions include: • SOC Bulletins - Instructions from the Customer, or the SOC, that SOC analysts reference when creating security cases. These can communicate short-term situations where a security case may not be needed, such as during testing or maintenance windows. • Customer Notebook - The SOC will use the Customer Notebook to document the Customer’s environment and any specific network implementation details that will help the SOC investigate security cases. • Contact Procedures - Escalation procedures and instructions on who to contact if an incident occurs. Contact procedures include instructions and procedures for specific security incident levels. The SOC and the Customer will jointly manage contact procedures. User Access The ActiveEye Portal provides the ability to add, update, and remove user access. Every ActiveEye user can save queries, customize reports, and set up daily email summaries. Users may be given administrative access, allowing them to perform administrative tasks, such a s setting up new service connectors, resetting passwords, and setting up multi-factor authentication for other users. 1.2.2 Service Modules ActiveEye delivers service capability by integrating one or more service modules. These modules provide ActiveEye analytics more information to correlate and a clearer vision of events on the Customer’s network. In addition, modules enable security teams and analysts to more easily access and compare data from these disparate systems. The following subsections describe each ActiveEye service module in detail. 1.2.2.1 Log Collection / Analytics The AERSS deployed in the Host’s system collects logs and other security information from applicable servers, workstations, switches, routers, Network Detection, and firewalls. This information is forwarded to the ActiveEye platform, which uses advanced analytics to identify signs of secu rity incidents. If it identifies signs of a security incident, ActiveEye notifies the SOC for further analysis. Collected events will be stored in the ActiveEye Security Management Platform to enable historical searching or threat hunting as needed. Some high volume, repetitive logs may be aggregated as noted in the documentation. The default s torage time period is one year, but no longer than 90 days, following expiration or termination of the Agreement. A longer time period can be provided if subscribed, see Table 1-2: Service Modules for subscription details. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Solution Description Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 1-5 1.2.3 Security Operations Center Services Motorola Solutions delivers SOC Monitoring using one or more SOC facilities. The SOC includes any centralized hardware and software used to deliver this Service and its service modules. The SOC and its centralized hardware and software are housed within an SSAE-18 compliant data center. Motorola Solutions’ SOC is staffed with security experts who will use ActiveEye Security Management Platform to monitor elements integrated by service modules. In addition, SOC staff will take advantage of their extensive experience to investigate, and triage detected threats, and to recommend responses to the Customer. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-1 Section 2 Statement of Work 2.1 Overview In accordance with the terms and conditions of the Agreement, this Statement of Work (SOW), including all of its subsections and attachments, defines the principal activities and responsibilities of all parties for the delivery of Motorola Solutions , Inc. (Motorola Solutions) Cybersecurity services as presented in this proposal to Orange County (hereinafter referred to as “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). 2.2 Description of Service 2.2.1 Deployment Timeline and Milestones To initiate the ASTRO 25 Managed Detection and Response service to function, Motorola Solutions and the Customer must perform deployment tasks. Service deployment is broken into the following phases, each with specific deliverables. Phase 1: Information Exchange After contract execution, Motorola Solutions will schedule a service kick-off meeting with Customer and provide information-gathering documents. The kick-off meeting may be conducted either remote ly or in- person, at the earliest, mutually available opportunity. Customer is to identify and ensure participation of key team members in kickoff and project initiation activitie s. Phase 2: Infrastructure Readiness Motorola Solutions will provide detailed requirements regarding Customer infrastructure preparation actions after kick-off meeting. It is the Customer’s responsibility to accomplish all agreed upon infrastructure preparations. Phase 3: System Buildout and Deployment Motorola Solutions will build and provision tools in accordance with the requirements of this proposal and consistent with information gathered in earlier phases. Motorola Solutions will also provide detailed requirements regarding Customer deployment actions. The Customer must deploy tools, as applicable, in their environment, in accordance with provided requirements. Phase 4: Monitoring Turn Up Motorola Solutions will verify all in-scope assets are properly forwarding logs or events. Motorola Solutions will notify Customer of any exceptions. Motorola Solutions will begin monitoring any properly connected in-scope sources after the initial tuning period. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-2 Phase 5: Tuning and Customer Training Motorola Solutions will conduct initial tuning of the events and alarms in the service and ActiveEye training. 2.2.2 General Responsibilities 2.2.2.1 Motorola Solutions Responsibilities • Provide software and licenses to the Customer necessary to remotely monitor the ASTRO 25 network and applicable CEN environments. • Verify connectivity and monitoring is active prior to start of service. • Coordinate with the Customer to maintain Motorola Solutions service authentication credentials. • Maintain trained and accredited technicians. • Monitor the Customer’s ASTRO 25 network and applicable CEN systems 24/7/365 for malicious or unusual activity. • Respond to security incidents in the Customer’s system in accordance with Section 2.3.6: Priority Level Definitions and Notification Times. This may include, but is not limited to, requesting additional information from the Customer, continuing to monitor the event for further development or informing the Customer to enact the Customer’s documented Incident Response plan. • Ensure that all monitored devices within the network are properly configured for Syslog, forwarding events to the centralized event log server. • Assist the Customer with identifying devices that support logging within the ASTRO 25 network and applicable CEN systems have been configured to forward Syslog events to the AERSS. • Provide the Customer with access to the ActiveEye Security Management platform, so the Customer can access security event and incident details. 2.2.2.2 Customer Responsibilities • The ASTRO 25 Managed Detection and Response service requires a connection from the Customer’s ASTRO 25 network and applicable CEN systems to the Internet. Establish connectivity with sufficient bandwidth before service commences. Internet service bandwidth requirements are as follows: - Bandwidth throughput of 10Mbps per zone. - High availability Internet Connection (99.99% (4 -9s) or higher). - Packet loss < 0.5%. - Jitter <10 ms. - Delay < 120 ms. - RJ45 Port Speed - Auto Negotiate • Maintain an active Security Update Service (SUS) subscription, ensuring patches and antivirus definitions are applied according to the release cadence of the service . • For regional adders to another system, the hosted core (regional system) must subscribe to and maintain either an ActiveEye Pulse or ASTRO 25 Managed Detection and Response service. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-3 • Allow Motorola Solutions continuous remote access to monitor the ASTRO 25 network and applicable CEN systems. This includes keeping the connection active, providing passwords, and working with Motorola Solutions to understand and maintain proper administration privileges. • Provide continuous utility service (s) 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 assigned Customer Support Manager (CSM) in advance of a ny contact information changes. • Notify Motorola Solutions if any new components are added to or removed from the environment as it may be necessary to update or incorporate in Managed Detection and Response. Changes to monitored components may result in changes to the pricing of the Managed Detection and Response service . • As necessary, upgrade the ASTRO 25 system , on-site systems, and third-party software or tools to supported releases. • Allow Motorola Solutions’ dispatched field service technicians physical access to monitoring hardware when required. • Cooperate with Motorola Solutions and perform all acts that are required to enable Motorola Solutions to provide the services described in this SOW. • Configure and maintain networking infrastructure physical and logical configuration to mirror (typically via a port(s) on a switch) network traffic to the ActiveEye sensor for applicable CEN systems. • Responding to Cybersecurity Incident Cases created by the Motorola Solutions Security Operations Center. 2.2.3 Service Modules The following subsections describe the delivery of the service modules selected in Table 1-2: Service Modules. 2.2.3.1 Log Analytics Motorola Solutions Responsibilities • Consult with and advise the Customer on performing necessary system configurations to direct log sources to the appropriate Remote Security Sensor. • Configure Customer’s networking infrastructure to allow AERSS to Communicate with ActiveEye as defined. • The SOC will consult with the Customer to identify appropriate log sources for the level of threat detection desired in each environment. Applies to included console infrastructure. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-4 2.3 Security Operations Center Monitoring and Support 2.3.1 Scope Motorola Solutions will start monitoring the ASTRO 25 Managed Detection and Response service in accordance with Motorola Solutions processes and procedures after deployment, as described in Section 2.2.1: Deployment Timeline and Milestones. The SOC receives system-generated alerts 24x7 and provides the Customer with a toll -free telephone number and email address for support requests, available 24x7. Support requests are stored in a ticketing system for accountability and reporting. The SOC will respond to detected events in accordance with Section 2.3.6: Priority Level Definitions and Notification Times. 2.3.2 Ongoing Security Operations Center Service Responsibilities Motorola Solutions Responsibilities If a probable security incident is detected, provide phone and email support to: • Engage the Customer’s defined Incident Response Process . • Gather relevant information and attempt to determine the extent of compromise using existing monitoring capabilities in place as part of the ASTRO 25 MDR service. • Analysis and support to help the Customer determine if the Customer’s corrective actions are effective. • Continuous monitoring, in parallel with analysis, to support incident response. Customer Responsibilities • Provide Motorola Solutions with accurate and up-to -date information, including the name, email, landline telephone numbers, and mobile telephone numbers for all designated, authorized Customer escalation Points of Contact (PoC). • Provide a timely response to SOC security incident tickets or investigation questions. • Notify Motorola Solutions at least 24 hours in advance of any scheduled maintenance, network administration activity, or system administration activity that would affect Motorola Solutions’ ability to perform the Managed SOC Service, as described in this SOW. 2.3.3 Technical Support ActiveEye Security Management Technical Support provides the Customer with a toll -free telephone number and email address for ActiveEye Security Management support requests, available Monday through Friday from 8am to 7pm CST. Motorola Solutions Responsibilities • Notify Customer of any scheduled maintenance or planned outages. • Provide technical support, security control, and service improvements related to ActiveEye. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-5 Customer Responsibilities • Provide sufficient information to allow Motorola Solutions technical support agents to diagnose and resolve the issue. Limitations and Exclusions Technical support is limited to the implementation and use of the ActiveEye Security Management platform and does not include use or implementation of third -party components. 2.3.4 Incident Response An Indicator of Compromise (IoC) is an observable event that Motorola Solutions Security Analysts have determined will jeopardize the confidentiality, integrity, or availability of the system. Examples of IoC include ransomware or malicious use of PowerShe ll. When an IoC is observed by the Security Analyst, Motorola Solutions and Customer will be responsible for the tasks defined in the following subsections. Motorola Solutions Responsibilities • Upon the identification of an IoC, notify the Customer's documented contact and initiate the escalation plan. • Take documented, Customer approved actions in an attempt to contain an IoC to the extent enabled via Motorola Solutions managed technology. Communicate to the Customer any additional potential containment actions and incident response resources that can be taken across the Customer’s managed IT infrastructure. • Perform investigation using the ActiveEye Managed Detection and Response integrated and enabled data sources in an initial attempt to determine the extent of an IoC. • Document and share IoC and artifacts discovered during investigation. Motorola Solutions services exclude performing on-site data collection or official forensic capture activities on physical devices. Customer Responsibilities • Maintain one named PoC to coordinate regular team discussions and organize data collection and capture across the Customer and Motorola Solutions teams. • If determined to be required by Customer, contract an Incident Response service provider to perform procedures beyond the scope of this Agreement such as forensic data capture, additional malware removal, system recovery, ransomware payment negotiation, la w enforcement engagement, insurance provider communications, identify patient zero, etc. 2.3.5 Event Response and Notification Motorola Solutions will analyze events created and/or aggregated by the Service, assess their type, and notify the Customer in accordance with the following table. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-6 Table 2-1: Event Handling Event Type Details Notification Requirement False Positive or Benign Any event(s) determined by Motorola Solutions to not likely have a negative security impact on the organization. None Event of Interest (EOI) Any event(s) determined by Motorola Solutions to likely have a negative security impact on the organization. Escalate to Customer in accordance with routine notification procedure. Escalate in accordance with urgent notification procedure when required by agreed-upon thresholds and SOC analysis. Notification procedures are included in Table 2-2: Notification Procedures. Notification Motorola Solutions will establish notification procedures with the Customer, generally categorized in accordance with the following table. Table 2-2: Notification Procedures Notification Procedure Details Routine Notification Procedure The means, addresses, format, and desired content (within the capabilities of the installed technology) for Events of Interest. These can be formatted for automated processing, e.g., by ticketing systems. Urgent Notification Procedure Additional, optional means and addresses for notifications of Events of Interest that require urgent notification. These usually include telephone notifications. Motorola Solutions will notify the Customer according to the escalation and contact procedures defined by the Customer and Motorola Solutions during the implementation process. Tuning Motorola Solutions will assess certain events to be environmental noise, potentially addressable configuration issues in the environment, or false positives. Motorola Solutions may recommend these be addressed by the Customer to preserve system and network resources. Motorola Solutions will provide the Customer with the ability to temporarily suppress alerts reaching ActiveEye, enabling a co-managed approach to tuning and suppressing events or alarms. The SOC may permanently suppress particular alerts and alarms if not necessary for actionable threat detection. Tuning Period Exception The tuning period is considered to be the first 30 days after each service module has been confirmed deployed and configured and starts receiving data. During the tuning period, Motorola Solutions may make recommendations to the Customer to adjust the conf igurations of their installed software so Services can be effectively delivered. Service Availability will not be applicable during the tuning period and responses or notifications may not be delivered. However, Motorola Solutions will provide responses and notifications during this period. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-7 Motorola Solutions may continue to recommend necessary tuning changes after this period, with no impact on Service Availability. 2.3.6 Priority Level Definitions and Notification Times Motorola Solutions will analyze events created and/or aggregated by the ASTRO® 25 Managed Detection and Response services, assess their type, and notify the Customer in accordance with the following table. Table 2-3: Priority Level Definitions and Notification Times Incident Priority Incident Definition Notification Time Critical P1 Security incidents that have caused or are suspected to have caused significant and/or widespread damage to the functionality of 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 are viewed as having 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: • 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 Customer. Response provided Monday through Friday 8 a.m. to 5 p.m. local time, excluding US Holidays. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-8 2.4 Limitations and Exclusion Managed Detection and Response does NOT include services to perform physical containment and/or remediation of confirmed security incidents, remote or onsite. The Customer may choose to purchase additional Incident Response professional services to assist in the creation of and/or execution of a Customer’s Incident Response Plan. Motorola Solutions’ scope of services does not include responsibilities relating to recovery of data available through the products or services, or remediation or responsibilities relating to the lo ss of data, ransomware, or hacking. Motorola 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 NOTWITHSTANDING ANY PROVISION OF THE AGREEMENT TO THE CONTRARY, MOTOROLA WILL HAVE NO LIABILITY FOR (A) INTERRUPTION OR FAILURE OF CONNECTIVITY, VULNERABILITIES, OR SECURITY EVENTS; (B) DISRUPTION OF OR DAMAGE TO CUSTOMER’S OR THIRD PARTIES’ SYSTEMS, EQUIPMENT, OR DATA, INCLUDING DENIAL OF ACCESS TO USERS, OR SHUTDOWN OF SYSTEMS CAUSED BY INTRUSION DETECTION SOFTWARE OR HARDWARE; (C) AVAILABILITY OR ACCURACY OF ANY DATA AVAILABLE THROUGH THE SERVICES, OR INTERPRETATION, USE, OR MISUSE THEREOF; (D) TRACKING AND LOCATION-BASED SERVICES; OR (E) BETA SERVICES 2.4.1 Service Limitations Cybersecurity services are inherently limited and will not guarantee that the Customer's system will be error-free or immune to security breaches as a result of any or all of the services described in this SOW. Motorola Solutions does not warrant or guarantee that this service will identify all cybersecurity incidents that occur in the Customer’s system. Services and deliverables are limited by, among other things, the evolving and often malicious nature of cyber threats, conduct/attacks, as well as the complexity/disparity and evolving nature of Customer computer system environments, including supply chains, integrated software, services, and devices. To the extent we do offer recommendations in connection with the services, unless otherwise stated in the statement of work, our recommendations are necessarily subjective, may or may not be correct, and may be based on our assumptions relating to the relative risks, priorities, costs and benefits that we assume apply to you. 2.4.2 Processing of Customer Data in the United States and/or other Locations Customer understands and agrees that data obtained, accessed, or utilized in the performance of the services may be transmitted to, accessed, monitored, and/or otherwise processed by Motorola Solutions in the United States (US) and/or other Motorola Solutions operations globally. Customer consents to and authorizes all such processing and agrees to provide, obtain, or post any necessary approvals, consents, or notices that may be necessary to comply with applicable law. 2.4.3 Customer and Third-Party Information Customer understands and agrees that Motorola Solutions may obtain, use and/or create and use anonymized, aggregated and/or generalized Customer data, such as data relating to actual and potential security threats and vulnerabilities, for its lawful business purposes, including improving its services and sharing and leveraging such information for the benefit of Customer, other customers, and Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Statement of Work Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 2-9 other interested parties. For purposes of this engagement, so long as not specifically identifying the Customer, Customer data shall not include, and Motorola Solutions shall be free to use, share and leverage security threat intelligence and mitigation data generally, including without limitation, third party threat vectors and IP addresses, file hash information, domain names, malware signatures and information, information obtained from third party sources, indicators of compromise, and tactics, techniques, and procedures used, learned, or developed in the course of providing services. 2.4.4 Third-Party Software and Service Providers, including Resale Motorola Solutions may use, engage, license, resell, interface with or otherwise utilize the products or services of third-party processors or sub-processors and other third -party software, hardware, or services providers (such as, for example, third -party endpoint detection and response providers). Such processors and sub-processors may engage additional sub -processors to process personal data and other Customer Data. Customer understands and agrees that the use of such third -party products and services, including as it relates to any processing or sub-processing of data, is subject to each respective third-party’s own terms, licenses, EULAs, privacy statements, data processing agreements and/or other applicable terms. Such third -party providers and terms are available publicly, through performance, or upon request. 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 connect ion with the services. Implementation of recommendations does not ensure or guarantee the security of the systems and operations evaluated. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Proposal Pricing Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 3-1 Section 3 Proposal Pricing 3.1 Pricing Summary Motorola Solutions pricing is based on the services and solution presented in Section 2. The addition or deletion of any component(s) may subject the total solution price to modifications . Description Price ASTRO® 25 Managed Detection and Response $19,999.20 Installation and Activation Services Included Year 1 Total $19,999.20 Initial Subscription Period after Year 1: Description Price Initial Subscription Period - Year 2 $20,799.17 Initial Subscription Period - Year 3 $21,631.13 Initial Subscription Period - Year 4 $22,497.10 Initial Subscription Period - Year 5 $23,397.06 The Total Contract Value of this proposal is: $108,323.66. 3.2 Payment Schedule & Terms Period of Performance The initial subscription period of the contract will extend five (5) years, from the Commencement Date of Service, defined as the date data is available for analysis, or not later than thirty (30) days after Motorola provides the Customer with necessary hardware or software to connect the first data source. Term The Term of the contract begins on the Commencement Date of Service and remains in effect until the expiration of the initial period so specified. Billing Upon acceptance of this proposal by the Customer, Motorola Solutions will invoice the Customer for all service fees in advance for the full Year 1 amount according to the Pricing table in Section 3.1. Thereafter, Motorola Solutions will invoice the Customer annually, in advance for (a) the Services to be performed (as applicable); and (b) any other charges incurred as agreed upon between the parties during the term of the subscription . Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Proposal Pricing Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 3-2 Customer will make payments to Motorola within thirty (30) days after receipt of each invoice. Customer will make payments when due in the form of a check, cashier’s check, or wire transfer drawn on a United States financial institution. INFLATION ADJUSTMENT. For multi-year 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). Tax Unless otherwise noted, this proposal excludes sales tax or other applicable taxes (such as Goods and Services Tax, Value Added Tax and other taxes of a similar nature). Any tax the customer is subject to will be added to invoices. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Orange County August 8, 2024 ASTRO 25 Managed Detection and Response 24-177976 / Cybersecurity Services Contractual Documentation Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Page 4-1 Section 4 Contractual Documentation PRODUCTS AND SERVICES AGREEMENT This Products and Services Agreement (this “Agreement”) is entered into between Motorola Solutions Inc., (“Seller” or “Motorola”) and the entity set forth in section I(b) (“Customer”) as of the date last signed below (“Effective Date”). Seller and Customer will each be referred to herein as a “Party” and collectively as the “Parties”. I. Seller and Customer Information (a) Seller Motorola Solutions, Inc. (b) Customer Name: Orange County Address: Contact: II. Transaction Details (a) Proposal Proposal No.: 24-177976 Date:August 8, 2024 Motorola will provide Customer with the products and services set forth in the proposal dated above (the “Proposal”), a copy of which is attached hereto and incorporated herein. (b) Pricing Pricing for products and services being purchased by Customer is set forth in the Proposal. (c) Terms and Conditions The Parties acknowledge and agree that the terms of the Motorola Customer Agreement (“MCA”), including all applicable addenda, are incorporated herein and shall apply to the products and services provided to Customer as set forth in the Proposal. A copy of the MCA is available upon request. III. Entire Agreement This Agreement, including the Proposal and any terms and conditions referenced herein, constitutes the entire agreement of the Parties regarding the subject matter of the Agreement and supersedes all previous agreements, proposals, and understandings, whether written or oral, relating to this subject matter. This Agreement may be executed in multiple counterparts, and shall 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, including by email. An electronic signature, or a facsimile copy or computer image, such as a PDF or tiff image, of a signature, shall be treated as and shall have the same effect as an original signature. 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. This Agreement may be amended or modified only by a written instrument signed by authorized representatives of both Parties. The preprinted terms and conditions found on any Customer purchase or purchase order, acknowledgment or other form will not be considered an amendment or modification of this Agreement, even if a representative of each Party signs that document, and the terms of this Agreement will take precedence. CUSTOMER: By:_________________________________ Print Name:__________________________ Title:________________________________ Date:________________________________ MOTOROLA SOLUTIONS INC. By:__________________________________ Print Name:___________________________ Title:________________________________ Date:________________________________ Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 11/12/2024 RSM Carrie LaBasco 11/19/2024 Chair, BOCC Jamezetta Bedford MOTOROLA CUSTOMER SUPPORT PLAN Prepared For: ORANGE COUNTY 132 E KING ST HILLSBOROUGH, NC 27278 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C TABLE OF CONTENTS 1. Introduction 2. Glossary of Terms 3. Warranty and/or Service Information 4. Contacts Details: Customer & Motorola Solutions 5. List of Available Services 6. How to Obtain Services with Site Summary Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 1. Introduction Your Customer Support Plan contains everything you need to know to take advantage of the services provided in your contract. This support plan was designed to help transition you from the pre-sales, staging, and installation phases to the delivery of life cycle support services for your system. Motorola supports your communication system with several expert service groups, each performing a specific function and working together to provide you with fast response and quick closure to issues. The Terms and Conditions of customer contract agreement will take precedence over this Customer Support Plan. In case of any contradiction, please contact the Motorola representative(s) Please take a moment to review this Customer Support Plan. Your Customer Support Manager can answer any further questions you may have. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 2. Glossary of Terms and Acronyms Case Number The number assigned to a customer's request for service. The Call Center electronically tracks all Case Numbers to assure customer satisfaction. CSM Customer Support Manager CSP Customer Support Plan ETA Estimated time of arrival is an estimate of when the field technician will arrive at the customer's site. FRU A Field Replaceable Unit which is any module or board which can be removed from a piece of fixed equipment and exchanged with an identical module or board. IDO Infrastructure Depot Operations Local Service Provider A Customer authorized service provider or a Motorola Field Technical Representative MSD Motorola Service Desk Response Response times are defined as having an on-site technician, or a remote systems support specialist having taken assignment of the issue and working on the system. RSC Radio Service Center – Subscriber repair center SCC System Component Center - Systems Repair Center SSC System Support Center Severity Each incoming call is assigned a severity level of Severity One, Two, Three and Four. Severity levels determine the Response Time Commitments. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 3. Warranty and/or Service Agreement Information Customer Number: 1000709553 Billing Tag : 0001 Service Agreement Information Service Agreement number : USC000003396 Service Agreement Modifier : R03-MAR-24 10:28:56 Service Agreement start date: 01-JUL-2024 Service Agreement end date : 30-JUN-2029 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 4. Motorola Solutions and Customer Contacts Your Motorola Customer Support Manager provides coordination of support resources to enhance the quality of service delivery and to ensure your satisfaction. The Customer Support Manager (CSM) is responsible to oversee the execution of your support contract (maintenance or warranty) by serving in the role of customer advocate. They serve as a point of contact for issue resolution and escalation, monitoring of our contractual performance, providing review and analysis of process metrics and fostering a relationship for continuous improvement with customers. Any changes to the information in this document should be communicated to your Customer Support Manager as soon as possible. Your Customer Support Manager is Sandra Saunders Phone: Email: BGKH48@motorolasolutions.com Account Manager Your Account Manager serves as your contact for information on new products and services, expansion of communications to meet growth needs for your organization, and ensure your satisfaction Your Account Manager is: Joseph Knox Phone: 910-800-0832 Email: rjbn63@motorolasolutions.com Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Key Customer Contacts Please contact CSM if any of the information provided below has changed. Primary Address: Orange County 132 E King St, Hillsborough, NC 27278 Customer Communications Director: Service Escalations: Customer Technician Dispatch Contacts: Technician Contacts: Security Update Service Notifications: Primary: Kirby Saunders Phone : 919-245 -6123 Email : ksaunders@orangecountync.gov ECase Management: Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 5. Overview of Service Descriptions This section briefly describes the services ORANGE COUNTY will receive under your contract. For further details, on the terms of your contract or your contracted Statement of Work, please contact your Customer Support Manager or Account Manager. System Advanced Services Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 6. How to Obtain Contracted Sold Services Service Calls will be used for many customer initiated requests. The information provided during the service call will be type of request. To Place a Service Call... Step What you need to do: Information to Provide 1 Call Motorola Call Center Operations 1-800-MSI-HELP 2 Provide Your Customer Name ORANGE COUNTY 3 Type of Request “I would like to open a service call” : Incident/Service Request /Technical Question 4 Provide System & Site ID # Refer to Site Summary 5 Identify the Severity Level See Severity Table below 6 Your Name and Telephone Number 7 Description of the Issue As detailed as possible. 8 Record the Service Case Number provided to you by the Customer Support Representative for service call tracking purposes. If on site support is required to resolve the service request, the Customer Support Representative will dispatch the appropriate local field service provider. To inquire on the Status of a Service Call... 1 Call Motorola Call Center Operations 1-800-MSI-HELP 2 Provide Your Customer Name ORANGE COUNTY 3 Provide Type of Request ''I would like to check on the status of a Issue.'' 4 The Service Case number assigned at the time the service call was opened. The number you documented in Step #8 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Priority Level Definitions Priority Level Matrix These definitions are different based on technology and geography – Kindly check with local operations team to get the definitive list Incident Priority Definition Critical – P1 Core: Core server or core link failure. No redundancy 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 redundancy available. Security Features: Security is non-functional or degraded. Alarm Events: Door, motion, intrusion, power failure, or environmental alarms triggered. High – P2 Core: Core server or link failures. Redundancy 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. Redundancy available. Network Elements: Site router, site switch, or GPS server down. No redundancy available Medium – P3 Consoles: Up to 20% of a site’s console positions down. Conventional Channels: Single channel down. Redundancy available. Network Elements: Site router/switch or GPS server down. Redundancy available. Low – P4 Service Requests: Minor events and warnings in the system. Preventative and planned maintenance activities (scheduled work). NOTE: The above priority level definitions do NOT apply to the Managed ISSI service. Please refer to the Managed ISSI Statement of Work (SOW) for applicable severity definitions Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Network Preventative Maintenance Schedule System Name NPM Date SZ01FC1D10 SEP-2024 SZ01FC1D7 SEP-2024 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C SSC Site Summary with Services SITE ID SITE NAME SITE ADDRESS SERVICE PROVIDER T S O I R N P M 1 D I S I R N M R S U S S U S M D R SZ01FC1D10 Orange County Dispatch ORANGE COUNTY EMERGENCY MGT, 510 MEADOWLANDS DR, HILLSBOROUGH, NC 27278 Mobile Communications America Inc Morrisville, NC X X X X X X X X X SZ01FC1D7 Orange Backup 131 W MARGARET LN HILLSBOROUGH, NC 27278 Mobile Communications America Inc Morrisville, NC X X X X X X X X X Acronym Meaning DIS Dispatch IR Infrastructure Repair MDR MSI Mgd Detection and Response NM Network Monitoring NPM1 Network Preventive Maintenance - Level 1 OIR Onsite Infrastructure Response-Standard RSUS Remote Security Update Service SUS Security Update Service TS Technical Support Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Customer Name:Orange County Customer Number:1000709553 Contract Number:USC000003396 Start Date:1-Jul-24 End Date:30-Jun-29 System ID:SZ01FC1D10,SZ01FC1D7 Qty Equipment Description Price 2 Dispatch Site 18 MCC7500 consoles on the NC Viper system 2 AIS Total 699,967.86 EXHIBIT A: System Configuration Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C Holder Identifier : 7777777707070700077763616065553330763735764015474607663304671635132070671557046332320753414667257555107700415312274310077664351724545720734261111263213007360231552234530077727252025773110777777707000707007 6666666606060600062606466204446200620222426226020006202004262240220060002242622620220622200424004200206002006262040020062202040622402200622220406026022206200024042220402066646062240664440666666606000606006Certificate No :570107051462CERTIFICATE OF LIABILITY INSURANCE DATE(MM/DD/YYYY) 07/02/2024 IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. PRODUCER Aon Risk Services Central, Inc. Chicago IL Office 200 East Randolph Chicago IL 60601 USA PHONE (A/C. No. Ext): E-MAIL ADDRESS: INSURER(S) AFFORDING COVERAGE NAIC # (866) 283-7122 INSURED 42404Liberty Insurance CorporationINSURER A: 23035Liberty Mutual Fire Ins CoINSURER B: 19437Lexington Insurance CompanyINSURER C: INSURER D: INSURER E: INSURER F: FAX (A/C. No.):(800) 363-0105 CONTACT NAME: Motorola Solutions, Inc. Attn Stephanie Lampi 500 West Monroe Chicago IL 60661 USA COVERAGES CERTIFICATE NUMBER:570107051462 REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.Limits shown are as requested POLICY EXP (MM/DD/YYYY) POLICY EFF (MM/DD/YYYY) SUBR WVD INSR LTR ADDL INSD POLICY NUMBER TYPE OF INSURANCE LIMITS COMMERCIAL GENERAL LIABILITY CLAIMS-MADE OCCUR POLICY LOC EACH OCCURRENCE DAMAGE TO RENTED PREMISES (Ea occurrence) MED EXP (Any one person) PERSONAL & ADV INJURY GENERAL AGGREGATE PRODUCTS - COMP/OP AGG X X X GEN'L AGGREGATE LIMIT APPLIES PER: $1,000,000 $250,000 $10,000 $1,000,000 $2,000,000 $2,000,000 B 07/01/2024 07/01/2025TB2641005169074 PRO- JECT OTHER: AUTOMOBILE LIABILITY ANY AUTO OWNED AUTOS ONLY SCHEDULED AUTOS HIRED AUTOS ONLY NON-OWNED AUTOS ONLY BODILY INJURY ( Per person) PROPERTY DAMAGE (Per accident) X BODILY INJURY (Per accident) $1,000,000B07/01/2024 07/01/2025 COMBINED SINGLE LIMIT (Ea accident) AS2-641-005169-014 EXCESS LIAB OCCUR CLAIMS-MADE AGGREGATE EACH OCCURRENCE DED UMBRELLA LIAB RETENTION E.L. DISEASE-EA EMPLOYEE E.L. DISEASE-POLICY LIMIT E.L. EACH ACCIDENT $1,000,000 X OTH- ER PER STATUTEA07/01/2024 07/01/2025 All Other States WC7641005169094A 07/01/2024 07/01/2025 $1,000,000 Y / N (Mandatory in NH) ANY PROPRIETOR / PARTNER / EXECUTIVE OFFICER/MEMBER EXCLUDED?N / AN WI WORKERS COMPENSATION AND EMPLOYERS' LIABILITY If yes, describe under DESCRIPTION OF OPERATIONS below $1,000,000 WA764D005169084 Each Claim01346166107/01/2024 07/01/2025 Professional/Cyber/E&O $1,000,000Aggregate E&O - Miscellaneous Professional-Primary C SIR applies per policy terms & conditions $1,000,000 DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) Certificate Holder is included as Additional Insured in accordance with the policy provisions of the General Liability policy. CANCELLATIONCERTIFICATE HOLDER AUTHORIZED REPRESENTATIVEOrange County, NC 300 West Tryon Street Hillsborough NC 27278 USA ACORD 25 (2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 1 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C 2 Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C