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1.3 laclusions

Technical Support service will be delivered on Motorola sold infrastructure including
integrated 3" party products.

1.4 Limitations and Exclusions

The following activities are outside the scope of the Technical Support service, but are
optional services that are available to remote Technical Support customers at an additional

cost:
1.4.1

1.4.2

1.4.3
1.4.4
1.4.5
1.4.6
1.4.7
1.4.8
1.4.9
1.4.10

Emergency on-site visits required to resolve technical issues that cannot be
resolved by with SSC working remotely with the local customer technical
resource.

Third party support for equipment not sold by Motorola as part of the original
system.

System installations, upgrades, and expansions.

Customer training.

Hardware repair and/or exchange.

Network security services.

Network transport.

Information Assurance.

Motorola services not included in this statement of work.

Any technical support required as a result of a virus or unwanted intrusion is
excluded if the system is not protected against these security threats by
Motorola's Pre-tested Security Update Service when applicable.

1.5 Motorola has the following responsibilities:

1.5.1

1.5.2

1.5.3

1.5.4

1.5.5

1.5.6

1.5.7

Enable customer access to the Motorola Technical Support Center (800-221-
7144), 24 hours a day, 7 days per week, to answer, document and respond
to requests for support.

Respond to requests for Technical Support in accordance with the response
times set forth in the Severity Level Response Time Commiiments_ section of
this document and the severity level defined in the Severity | evel Definitions
section of this document.

Advise caller of procedure for determining any additional requirements,
activities or information relating to issue restoration and/or characterization.

Maintain communication with the customer in the field as needed until
resolution of the case

Coordinate technical resolutions with agreed upon third party vendors, as
needed.

Escalate and manage support issues, including systemic issues, to additional
Motorola technical resources, as applicable.

Escalate the case to the appropriate party upon expiration of a response
time.

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1.5.8

Determine, in its sole discretion, when a case requires more than the
Technical Support services described in this SOW and notify customer of an
alternative course of action.

1.6 The Customer has the following responsibilities:

1.6.1

1.6.2

1.6.3

1.6.4

1.6.5

1.6.6

1.6.7

1.6.8

1.6.9

Provide Motorola with pre-defined information prior to contract start date
necessary to complete Customer Support Plan (CSP).

Submit changes in any information supplied in the Customer Support Plan
(CSP) to the Customer Support Manager (CSM).

Contact the SSC in order to engage the Technical Support service, providing
the necessary information for proper entitlement services. Including but noi
limited to the name of contact, name of customer, system ID number, site(s)
in question, and brief description of the problem including pertinent
information for initial issue characterization.

Maintain suitable trained technical resources that provide field maintenance
and technical maintenance services to the system, and who are familiar with

the operation of that system.

Provide SSC access via the remote connection that has been established
through other sold services (e.g. Network Fauit Monitoring)

Supply suitably skilled and trained on-site presence when requested by the
SSC.

Validate issue resolution prior to close of the case in a timely manner.

Acknowledge that cases will be handled in accordance with the times and
priorities as defined in the Severity Level Definitions and in the Severity Level
Response Time Commitments section in this document.

Cooperate with Motorola and perform all acts that are reasonable or
necessary to enable Motorola to provide the Technical Support service.

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1.7 Severity Level Definitions
The following severity level definitions will be used to determine the maximum response
times:

Severity
Level Severity Definition

| Severity 1 This is defined as a failure that causes the system and/or infrastructure a loss of

: voice functionality and no work-around or. immediate solution is available.

The following are examples of this kind of failure:

° 33% of call processing resources impaired
e Site Environment alarms:

o Smoke,

e Unauthorized access

o Temperature

o Power failure

Severity 2 This is defined as a fault that causes the system to operate with a continuous
reduction in capacity or functionality of core services (core services include, |
voice, data or network management).

| The following are examples of this kind of failure:

e Less than 33% of call processing resources impaired
e Failure of a single redundant component

Severity 3 This is defined as a fault which reduces the functionality, efficiency or usability of
core services (voice, data and network management) and there is a viable work-
around in place.

The following are examples of this kind of severity:
e Intermittent faults that are infrequent and minor impact to core
services
* Statistical reporting problems

| Severity 4 This is defined as a minor issue, which has littie or no impact on the functionality,
efficiency or usability of core services. The following are examples of this kind of

severity:

* Faults resulting in minor functions or features being unsupported
or unreliable in ways that are not noticeable to the user.

» Faults that have no impact in how the user perceives the sysiem
to work.

« Cosmetic issues.
Requests for information.
Preventive Maintenance

Approved by Motorala Contracts and Compliance Saplember 2013 i Motorola 2013

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2.1. Severity Level Response Time Commitments
The response times are based on the defined severity levels as follows:

[SeverityLevel|

Response Time

Severity 1

A Motorola SSC Technician will make contact with the customer technical
| representative within one hour of the request for support being logged in

the issue management system. Continual effort will be maintained to
restore the system or provide a workaround resolution. Response
provided 24 x 7.

Severity 2

A Motorola SSC Technician will make contact with the customer technical

representative within four hours of the request for support being logged at :
the issue management system. Response provided 8 x 5 on standard |
business days, which is normally Monday through Friday 8AM to 5PM,

excluding US Holidays. |

Severity 3

| A Motorola SSC Technician 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. Response provided 8 x 5
on standard business days, which is normally Monday through Friday
8AM to 5PM, excluding US Holidays.

Severity 4

A Motorola SSC Technician 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. Response provided 8 x 5

on standard business days, which is normally Monday through Friday

8AM to 5PM, excluding US Holidays.

Approved by Motorala Contracts and Compliance September 2073

& Motorola 2013

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November 2015

wera oe ee

Network Monitoring Overview

Motorola's Network Monitoring Operations (NMO) within the Motorola Solutions Support
Center (SSC) provides real-time fault monitoring for radio communications networks on a
continuous basis. NMO utilizes sophisticated tools for remote monitoring and event
characterization of your communications networks. When an event is detecied, NMO
technologists acknowledge and assess the situation, and initiate a defined response.

The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's
Service Agreement or other applicable agreement to which it is attached and made a part
thereof by this reference.

1.0 Description of Network Monitoring Services

Network Monitoring is a service designed to electronically monitor elemenis of a
communication system for events, as set forth in the Monitored Elements Table. When the
SSC detects an event, (based on the severity of the event) trained technologists
acknowledge and remotely diagnose the event, and initiate an appropriate response in
accordance with the customer handling procedure. Appropriate responses could include, but
are not limited to, continuing to monitor the event for further development, attempting remote
remediation via engagement of Technical Support resources, or initiating dispatch’ of a Fieid
Servicer for onsite remediation.

1.1 Availability

Network Monitoring service is available 24 hours a day, 7 days a week. Network Monitoring
availability is based on the level of coniracted service and defined in the Customer Support
Pian (CSP).

1.2 Geographic Availability

Network Monitoring is a globally provided service unless limited by data export control
regulations. Timeframes are based on the customer's local time zone.

1.3 Inclusions

Network monitoring service can be delivered on Motorola sold infrastructure as stated in
Monitored Elements Table,

1.4 Limitations and Exclusions

1.4.1. Does not include monitoring of anything outside of the radio network or
monitoring of infrastructure provided by a third party, unless specifically
stated. Monitored elements must be within the radio network and capable of
sending traps to the Unified Event Manager (UEM).

1.4.2 Additional support charges above and beyond the contracted service
agreements may apply if it is determined that system faults were caused by
the customer making changes fo critical system parameters.

1.4.3 The following activities are outside the scope of the Network Monitoring
service, but are optional services that are available to remote Network
Monitoring customers at an additional cost:

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1.4.3.1 Emergency on-site visits required to resolve technical issues that cannot
be resolved by with SSC working remotely with the local customer
technical resource.

1.4.3.2 System installations, upgrades, and expansions.

1.4.3.3 Customer training.

1.4.3.4 Hardware repair and/or exchange.

1.4.3.5 Network security services.

1.4.3.6 Network transport.

1.4.3.7 Information Assurance.

1.4.3.8 Any services not expressly included in this statement of work.

1.4.4 Reference the event catalogue tc confirm monitored equipment.

1 Dispatch service with OnSite Response Is a separate service that Is required with Network Monitoring,

1.5 Motorola has the following responsibilities:

1.5.1. Provide dedicated connectivity through a network connection necessary for
monitoring communication networks. The Connectivity Matrix further describes the
connectivity options.

1.5.2 If determined necessary by Motorola, provide Motorola owned equipment for
monitoring system elements. If Motorola installs or replaces Motorola owned
equipment, the type of equipment and location installed is listed in the
Motorola Owned & Supplied Equipment Table.

1.5.3 Verify connectivity and event monitoring prior to system acceptance or start
date.

1.5.4 Monitor system continuously during hours designated in the CSP in
accordance with the pre-defined times specified in section 1.6.2 below.

1.5.5 Remotely access the customer's system to perform remote diagnosis as
permitted by customer pursuant to section 1.6.4.

1.5.6 Create a case, as necessary. Gather information to perform the following:
1.5.6.1 Characterize the issue
1.5.6.2 Determine a plan of action
1.5.6.3 Assign and track the case to resolution.

1.5.7 Cooperate with customer to coordinate transition of monitoring responsibilities
between Motorola and customer as specified in section 1.6.13 and 1.6.13.1.

1.5.8 Maintain communication with the customer in the field as needed until
resolution of the case

1.6 The Customer has the following responsibilities:
1.6.2 Allow Motorola continuous remote access to enable the monitoring service.

1.6.3 Provide continuous utility service to any Motorola equipment installed or
utilized at customer's premises to support delivery of the service.

1.6.4 Provide Motorola with pre-defined customer information and preferences prior
to Start Date necessary to complete the CSP, including, but not limited to:

1.6.4.1 Case notification preferences and procedure

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1.6.4.2 Repair Verification Preference and procedure
1.6.4.3 Database and escalation procedure forms.

1.6.4.4 Submit changes in any information supplied to Motorola and included
in the CSP to the CSM.

1.6.5 Provide the following information when initiating a service request:
1.6.5.1 Assigned system ID number
1.6.5.2 Problem description and site location
1.6.5.3 Other pertinent information requested by Motoroia to open a Case.

1.6.6 Notify the SSC when 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, or taking
down part of the system to perform maintenance.)

1.6.7 Allow Servicers access to equipment (including any connectivity or monitoring
equipment) if remote service is not possible.

1.6.8 Allow Servicers access to remove Motorola owned monitoring equipment upon
cancellation of service.

1.6.9 Provide all customer managed passwords required to access the customer's
system to Motorola upon request or when opening a case to request service

support or enable response to a technical issue.

1.6.10 Pay additional support charges above and beyond 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

1.6.11 Obtain all third party consents or licenses required to enable Motorola to
provide the monitoring service.

1.6.12 Cooperate with Motorola and perform all acts that are reasonable or
necessary to enable Motorola to provide the services described in this SOW.

1.6.13 Contact Motorola to coordinate transition of monitoring when monitoring
responsibility is to be transferred to or from Motorola. (1.e. normal business
hours to after-hours monitoring) as set forth in pre-defined information
provided by customer CSP.

1.6.13.1 | Upon contact, customer must provide customer name, site id, status
on any open cases, severity level, and brief description of case and action

plan to Motorola.

1.6.14 Acknowledge that cases will be handled in accordance with the times and
priorities as defined in the Event Definition table- Appendix A.

1.6.15 Cooperate with Motorola and perform all acts that are reasonable or
necessary to enable Motorola to provide the Network Monitoring service.

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The event types are based on the defined levels as follows:

Appendix A

Engagement Matrix

Severity
Level

Severity Definition

Engagement Times

1

This is defined as a critical/major incident
that causes the system and/or
infrastructure to experience a loss of call
processing functionality and no work-
around or immediate solution is available.

The following are examples of this kind of
failure:

o 33% of call processing resources
impaired

o Remote Site/sub-system severed
o Site Environment alarms:

o Smoke

o Unauthorized access

o Temperature

o Power failure

Response provided 24 hours, 7
days a week, including US
Holidays.

This is defined as a moderate/minor
incident that causes the system to operate
with a continuous reduction in capacity or
functionality of core services (core services
include, voice, data or network
management).

The following are examples of this kind of
failure:

o Less than 33% of call processing
resources impaired

o Failure of a single redundant
component

Response provided 8 x 5 on
standard business days, which is
normally Monday through Friday
8AM to 5PM, excluding US
Holidays.

This is defined as a minor issue, which has
little or no impact on the functionality,
efficiency or usability of core services. The
following are examples of this kind of
severity:

Response provided 8 x 5 on
standard business days, which is
normally Monday through Friday
8AM to 5PM, excluding US
Holidays.

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> Matorala 2015
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o Faults that have no impact in how
the user perceives the system to
work

o Intermittent issues
o Requests for information

o Preventive Maintenance or upgrade
related work

Connectivity Matrix

Request connectivity 8 weeks in advance of service start date

a . Set up and
System Type i Connectivity Maininpancel
ASTRO® 25 internet VPN Motorola
ASTRO® 25 T1 Motorola
Motorola Owned & Supplied Equipment Table
Equipment Type Location Installed
Firewall/Router Master Site ~~
| Service Delivery Management Server Master Site for each Zone
Approved by Motorala Solutions LGA&C 11/12/2014 « Motorola 2075

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