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Item 11e - Police Department Radio Consoles
DATE: November 1, 2022 TO: Honorable Mayor and City Council FROM: Roy Nakamura, Chief of Police By: Amber Abeyta, Management Analyst SUBJECT: SERVICE AGREEMENT WITH MOTOROLA SOLUTIONS INC., FOR THE POLICE DEPARTMENT RADIO CONSOLES FOR FISCAL YEARS 2022-23 THROUGH 2027-28 IN AN AMOUNT NOT TO EXCEED $191,795 Recommendation: Waive the Formal Bid Process and Approve SUMMARY To maintain the Police Department’s Dispatch Center radio consoles and to ensure regional compatibility, the Department has purchased a standard commercial warranty from Motorola Solutions, Inc. (“Motorola”). In 2019, the City became a subscribing agency to the Interagency Communications Interoperability (“ICI”) Joint Powers Authority (“JPA”). At the request of the ICI JPA, Motorola has provided a six-year firm offer (beginning FY 2022-23) to subscribing agencies for Advanced Plus Services consisting of Advanced Services and System Upgrade Agreement (“Service Agreement”). The Service Agreement provides the warranty coverage needed to maintain and upgrade the radio consoles and the capability to function as part of the ICI system at a price that is lower than the current individual warranty agreement. Therefore, it is recommended that the City Council waive the formal bid process and approve the Service Agreement with Motorola Solutions Inc., for the Police Department radio consoles in an amount not to exceed $191,795 over the six-year term of the Agreement. BACKGROUND The Police Department’s current Dispatch Center radio consoles were purchased in 2017 and required an annual extended warranty to ensure their reliability over time. The annual warranty is purchased from Motorola and covers the following services: network monitoring, onsite system support, preventative maintenance, remote security update service management, repair and return, system technical support, and advance Motorola Service Agreement November 1, 2022 Page 2 of 4 exchange. This warranty is imperative because the City cannot risk the current radios failing during dispatch operations and disrupt emergency communications. Recently, the ICI JPA requested Motorola provide a proposal for an Advanced Service and System Upgrade Agreement to better service ICI and its members. ICI is a regional Land Mobile Radio system that provides coverage throughout the Los Angeles County region to member, subscriber, and affiliated agencies. To govern the system, a Joint Powers Authority was formed with the Governance Board consisting of a representative from each member entity. Functional Committees of personnel from each of the member agencies were then formed to provide additional support (operational, legislative, technical) to keep the system working smoothly. In response to ICI’s request, Motorola provided a six-year firm offer for Advanced Plus Services consisting of Advanced Services and a System Upgrade Agreement. The Service Agreement provides a breakdown of individual pricing for each participating agency, and Motorola provided the City with a service agreement based on the proposal. This proposal benefits both the City and ICI by not only ensuring that the ICI infrastructure functions properly, but also providing the warranty coverage needed to maintain the Department’s Dispatch radio consoles. In addition, Motorola’s multi-agency proposal includes discounted services for all ICI member agencies, including Arcadia. DISCUSSION The difference between the previous warranty and the new six-year Agreement is the addition of the System Upgrade Agreement (“SUA”), whereby Motorola will update the entire ICI system including all the consoles at every agency. The costs of the SUA are included in the annual Service Agreement costs quoted below. The SUA offers a volume discount for both hardware and software system upgrades and ensures that the system is working at optimum levels with state-of-the-art components and operating systems. The entire system network must be upgraded and migrated as one, so coordination with all ICI member and subscriber entities is essential, not optional. Since the Department purchases a standard commercial warranty on an annual basis from Motorola, funds for this effort have been included in the FY 2022-23 budget in the amount of $29,000. The Service Agreement negotiated by ICI, including the added console upgrade component, provides the City with a discounted cost below the previous warranty amount; therefore, the funds budgeted in FY 2022-23 are sufficient and no additional funds are required. A breakdown of the cost allocated to the City for the six-year Agreement is provided below. Motorola Service Agreement November 1, 2022 Page 3 of 4 Motorola Six-Year Service Agreement Year 1 – FY 2022-23 $28,853.06 Year 2 – FY 2023-24 $29,799.66 Year 3 – FY 2024-25 $30,547.40 Year 4 – FY 2025-26 $31,531.71 Year 5 – FY 2026-27 $32,550.34 Year 6 – FY 2027-28 $33,603.90 Tax $4,908.68 Total $191,794.75 Like handheld and vehicle radios, dispatch radio consoles are amongst the Police Department's primary means of communication, including responses to 9-1-1 calls, emergency responses, investigations, and traffic enforcement. Motorola radio equipment is currently being utilized and is the preferred vendor because of compatibility with existing Motorola equipment deployed systemwide within ICI. In addition, authorized warranty, maintenance, and support services for Motorola systems hardware and software, are exclusively provided by Motorola and its network of authorized and certified trained service providers. The six-year Service Agreement with Motorola will ensure the radio console system will be properly monitored and maintained beginning in FY 2022-23. In addition, by accepting the six-year Service Agreement proposal presented to ICI the Department will realize significant savings. Thus, it is recommended that the City Council waive the formal bid process and approve the Service Agreement with Motorola Solutions Inc., for the Police Department radio consoles in an amount not to exceed $191,795 utilizing the proposal provided to ICI to ensure the best rates possible. ENVIRONMENTAL ANALYSIS The proposed action does not constitute a project under the California Environmental Quality Act (“CEQA”), based on Section 15061(b)(3) of the CEQA Guidelines, as it can be seen with certainty that it will have no impact on the environment. Thus, this matter is exempt under CEQA. FISCAL IMPACT Sufficient funds in the amount of $28,853 for the Service Agreement have been budgeted in the department Fiscal Year 2022-23 Operating Budget. The remaining years will be budgeted in their respective operating budgets for Fiscal Years 2023-2028. Motorola Service Agreement November 1, 2022 Page 4 of 4 RECOMMENDATION It is recommended that the City Council determine that this action does not constitute a project and is, therefore, exempt under the California Environmental Quality Act (“CEQA”); and waive the formal bid process, and approve the Service Agreement with Motorola Solutions Inc., for the Police Department radio consoles for fiscal Year 2022- 2023 through 2027-28 in an amount not to exceed $191,795. Attachments: ICI and Motorola Six-Year Service Agreement Arcadia and Motorola Six-Year Service Agreement The design, technical, pricing, and other information (“Information”) furnished with this submission is proprietary and/or trade secret information of Motorola Solutions, Inc. (“Motorola Solutions”) and is submitted with the restriction that it is to be used for evaluation purposes only. To the fullest extent allowed by applicable law, the Information is not to be disclosed publicly or in any manner to anyone other than those required to evaluate the Information without the express written permission of Motorola Solutions. MOTOROLA, MOTO, MOTOROLA SOLUTIONS, and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 20201 Motorola Solutions, Inc. All rights reserved. INTERAGENCY COMMUNICATIONS INTEROPERABILITY SIX-YEAR P25 SYSTEM ADVANCED PLUS SERVICES PROPOSAL DECEMBER 22, 2021 Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Table of Contents i Motorola Solutions, Inc. 10680 Treena St., Suite 200. San Diego, CA 92131 USA December 22, 2021 Raymond A. Edey, Executive Director Interagency Communications Interoperability, JPA 613 East Broadway, Suite 200 Glendale, CA 91206 Subject: Interagency Communications Interoperability P25 System Advanced Plus Services Proposal Dear Mr. Edey: Motorola Solutions, Inc. (“Motorola”) is pleased to have the opportunity to provide Interagency Communications Interoperability, JPA (“ICI”) with quality communications equipment and services. The Motorola project team has taken great care to propose a solution that will address your needs and provide exceptional value. Per ICI’s request, Motorola is providing a six-year firm offer for Advanced Plus Services consisting of Advanced Services and System Upgrade Agreement (SUA). This proposal is subject to the terms and conditions contained in the Amended and Restated Master Purchase and Service Agreement, dated October 31, 2011, between Motorola and the City of Glendale (“Agreement”) together with the additional terms enclosed herein. Pricing is as set forth in the existing Los Angeles County Contract. ICI may accept this offer by signing this proposal, which shall act as a Transaction Document as described in the Agreement. This proposal shall remain valid until December 31, 2021. We thank you for the opportunity to provide ICI with “best in class” service solutions. Our goal is to provide you with the best products and services available in the communications industry. Any questions can be directed to your Motorola Account Executive, Denis Redzepagic at 619-577-3619 or denis.redzepagic@motorolasolutions.com. Sincerely, Motorola Solutions, Inc. Jerry Burch Territory Vice President Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Table of Contents ii TABLE OF CONTENTS Section 1 Executive Summary ........................................................................................................................ 1-1 Section 2 Pricing Summary ............................................................................................................................ 2-1 2.1 SUA Pricing Breakdown per Agency................................................................................ 2-2 2.2 Advanced Services Pricing Breakdown Per Agency ........................................................ 2-3 2.3 Payment Terms ............................................................................................................... 2-4 Section 3 Solution Description ........................................................................................................................ 3-1 3.1 Advanced Services for Master, RF, and Console Sites .................................................... 3-1 3.2 System Upgrade Agreement (SUA) ................................................................................. 3-2 Section 4 Advanced Services Statement of Work for Master, RF, and Console Site Support ......................... 4-1 4.1 Overview ......................................................................................................................... 4-1 4.2 Motorola Solutions Service Delivery Ecosystem .............................................................. 4-2 4.2.1 Centralized Managed Support Operations ................................................................... 4-2 4.2.2 Field Service ................................................................................................................ 4-3 4.2.3 Customer Support Manager ......................................................................................... 4-3 4.2.4 Repair Depot ............................................................................................................... 4-3 4.2.5 MyView Portal .............................................................................................................. 4-3 4.3 Connectivity Specifications .............................................................................................. 4-5 4.4 Advanced Services Detailed Description ......................................................................... 4-5 4.4.1 Network Event Monitoring ............................................................................................ 4-5 4.4.1.1 Description of Service .......................................................................................... 4-5 4.4.1.2 Scope .................................................................................................................. 4-6 4.4.1.3 Inclusions ............................................................................................................. 4-6 4.4.1.4 Motorola Solutions Responsibilities ...................................................................... 4-6 4.4.1.5 Limitations and Exclusions ................................................................................... 4-7 4.4.1.6 Customer Responsibilities .................................................................................... 4-7 4.4.1.7 Connectivity Matrix ............................................................................................... 4-8 4.4.1.8 Motorola Solutions Owned and Supplied Equipment ............................................ 4-8 4.4.1.9 Monitored Elements ............................................................................................. 4-9 4.4.2 Remote Technical Support ........................................................................................ 4-10 4.4.2.1 Description of Service ........................................................................................ 4-10 4.4.2.2 Scope ................................................................................................................ 4-10 4.4.2.3 Inclusions ........................................................................................................... 4-10 4.4.2.4 Motorola Solutions Responsibilities .................................................................... 4-11 4.4.2.5 Limitations and Exclusions ................................................................................. 4-11 Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Table of Contents iii 4.4.2.6 Customer Responsibilities .................................................................................. 4-11 4.4.3 Network Hardware Repair with Advanced Replacement ............................................ 4-12 4.4.3.1 Description of Service ........................................................................................ 4-12 4.4.3.2 Scope ................................................................................................................ 4-12 4.4.3.3 Inclusions ........................................................................................................... 4-12 4.4.3.4 Motorola Solutions Responsibilities .................................................................... 4-12 4.4.3.5 Limitations and Exclusions ................................................................................. 4-13 4.4.3.6 Customer Responsibilities .................................................................................. 4-14 4.4.3.7 Repair Process .................................................................................................. 4-15 4.4.3.8 Advanced Replacement ..................................................................................... 4-16 4.4.4 Remote Security Update Service ............................................................................... 4-19 4.4.4.1 Description of Service ........................................................................................ 4-19 4.4.4.2 Scope ................................................................................................................ 4-20 4.4.4.3 Inclusions ........................................................................................................... 4-21 4.4.4.4 Motorola Solutions Responsibilities .................................................................... 4-21 4.4.4.5 Limitations and Exclusions ................................................................................. 4-22 4.4.4.6 Customer Responsibilities .................................................................................. 4-22 4.4.4.7 Reboot Responsibilities ...................................................................................... 4-22 4.4.4.8 Disclaimer .......................................................................................................... 4-23 4.4.5 On-site Infrastructure Response ................................................................................ 4-23 4.4.5.1 Description of Service ........................................................................................ 4-23 4.4.5.2 Scope ................................................................................................................ 4-24 4.4.5.3 Inclusions ........................................................................................................... 4-24 4.4.5.4 Motorola Solutions Responsibilities .................................................................... 4-24 4.4.5.5 Customer Responsibilities .................................................................................. 4-25 4.4.6 Annual Preventive Maintenance ................................................................................ 4-25 4.4.6.1 Description of Service ........................................................................................ 4-25 4.4.6.2 Scope ................................................................................................................ 4-25 4.4.6.3 Inclusions ........................................................................................................... 4-26 4.4.6.4 Motorola Solutions Responsibilities .................................................................... 4-26 4.4.6.5 Limitations and Exclusions ................................................................................. 4-26 4.4.6.6 Customer Responsibilities .................................................................................. 4-26 4.4.6.7 Preventive Maintenance Tasks .......................................................................... 4-27 4.4.6.8 Site Performance Evaluation Procedures ........................................................... 4-37 4.4.7 Security Monitoring .................................................................................................... 4-38 4.4.7.1 Description of Service ........................................................................................ 4-38 4.4.7.2 Scope ................................................................................................................ 4-38 4.4.7.3 Inclusion............................................................................................................. 4-38 4.4.7.4 Motorola Solutions Responsibilities .................................................................... 4-39 4.4.7.5 Customer Responsibilities .................................................................................. 4-39 4.4.7.6 Disclaimer .......................................................................................................... 4-40 4.4.7.7 Potential ASTRO 25 Firewalls ............................................................................ 4-40 Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Table of Contents iv 4.4.7.8 Security Monitoring Priority Level Definitions and Response Times ................... 4-41 4.5 Priority Level Definitions and Response Times .............................................................. 4-42 Section 5 ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work .......................................... 5-1 5.1 Description of Service and Obligations ............................................................................ 5-1 5.2 Upgrade Elements and Corresponding Party Responsibilities ......................................... 5-3 5.3 Exclusions and Limitations .............................................................................................. 5-5 5.4 Special Provisions ........................................................................................................... 5-6 Appendix A – ASTRO 25 System Release Upgrade Paths ......................................................... 5-8 Appendix B – High-Speed Connectivity Specifications ................................................................ 5-9 Appendix C – System Pricing Configuration .............................................................................. 5-10 Section 6 Contractual Documentation ............................................................................................................. 6-1 LIFECYCLE MANAGEMENT ADDENDUM ............................................................................. 6-2 Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Executive Summary 1-1 SECTION 1 EXECUTIVE SUMMARY Motorola has carefully studied ICI’s current approach towards services and software upgrades, and has developed a new strategy which should benefit the ICI system and users in the years to come. A detailed comparison between the current and new approach is shown in the table below. Current Approach New Approach System Upgrades One-off Upgrade Approach 1. Complex upgrade efforts 2. Missing on new features 3. GGM replacement 4. Very costly Subscription to an Upgrade Program 1. Upgrades are scheduled in advance and well planned/executed 2. New feature available to ICI to purchase 3. Predictable upgrade cost spread over 6 years 4. Volume discounts Service Agreements Individual Service Agreements 1. Inconsistent maintenance approach across single network 2. Complex, inconsistent timing and pricing of contracts 3. Higher cost 4. Non-participating agencies leave entire system at risk Consistent Maintenance Approach 1. All ICI agencies have same Motorola service entitlements 2. Volume discounts 3. Predictable annual maintenance cost per agency over 6 years 4. Consistent pricing per site equipment Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Pricing Summary 2-1 SECTION 2 PRICING SUMMARY The following table provides a breakout of the P25 Advanced Services and System Upgrade Agreement (SUA) over six years. Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 TOTAL ICI Fiscal Year FY 2022/23 FY 2023/24 FY 2024/25 FY 2025/26 FY 2026/27 FY 2027/28 Start Date 7/1/2022 7/1/2023 7/1/2024 7/1/2025 7/1/2026 7/1/2027 SUA $769,754 $784,746 $799,918 $815,276 $830,828 $846,579 $4,847,101 Advanced Services $2,296,187 $2,381,522 $2,470,136 $2,562,091 $2,657,664 $2,756,925 $15,124,525 $3,065,941 $3,166,268 $3,270,054 $3,377,367 $3,488,492 $3,603,504 $19,971,626 Notes: Pricing is valid through December 31, 2021. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Pricing Summary 2-2 2.1 SUA PRICING BREAKDOWN PER AGENCY Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Master $146,371 $149,222 $152,107 $155,027 $157,985 $160,980 $921,691 DSR $41,611 $42,421 $43,241 $44,072 $44,912 $45,764 $262,021 Burbank $30,925 $31,527 $32,137 $32,754 $33,379 $34,011 $194,732 Beverly Hills $25,016 $25,503 $25,996 $26,495 $27,000 $27,512 $157,522 Culver City $9,416 $9,600 $9,785 $9,973 $10,164 $10,356 $59,295 Glendale $104,951 $106,995 $109,063 $111,157 $113,278 $115,425 $660,870 Montebello $60,878 $62,064 $63,264 $64,478 $65,708 $66,954 $383,347 Pasadena $43,557 $44,405 $45,263 $46,132 $47,012 $47,904 $274,273 Pomona $32,553 $33,187 $33,828 $34,478 $35,135 $35,802 $204,983 Santa Monica $34,324 $34,992 $35,669 $36,353 $37,047 $37,749 $216,134 Torrance/INSB $60,102 $61,273 $62,457 $63,657 $64,871 $66,101 $378,461 ComNet $69,018 $70,362 $71,723 $73,100 $74,494 $75,906 $434,604 $658,721 $671,551 $684,534 $697,677 $710,986 $724,465 $4,147,933 $111,033 $113,195 $115,384 $117,599 $119,842 $122,114 $699,168 $769,754 $784,746 $799,918 $815,276 $830,828 $846,579 $4,847,101 Subtotal SUA TOTAL SUA - 6 years ICI Governing Agencies Subtotal ICI Subscriber Agencies Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 El Segundo $6,010 $6,127 $6,245 $6,365 $6,487 $6,610 $37,843 Gardena $6,010 $6,127 $6,245 $6,365 $6,487 $6,610 $37,843 Hawthorne $6,010 $6,127 $6,245 $6,365 $6,487 $6,610 $37,843 Hermosa Beach $6,010 $6,127 $6,245 $6,365 $6,487 $6,610 $37,843 Manhattan Beach $6,010 $6,127 $6,245 $6,365 $6,487 $6,610 $37,843 Redondo Beach $6,010 $6,127 $6,245 $6,365 $6,487 $6,610 $37,843 Torrance $24,044 $24,512 $24,986 $25,465 $25,951 $26,443 $151,401 $60,102 $61,273 $62,457 $63,657 $64,871 $66,101 $378,461 Azusa $9,671 $9,859 $10,050 $10,243 $10,438 $10,636 $60,895 Baldwin Park $11,939 $12,172 $12,407 $12,645 $12,886 $13,131 $75,180 Covina $11,939 $12,172 $12,407 $12,645 $12,886 $13,131 $75,180 Glendora $9,404 $9,587 $9,773 $9,960 $10,150 $10,343 $59,218 Irwindale $3,188 $3,250 $3,313 $3,376 $3,441 $3,506 $20,074 La Verne $10,938 $11,151 $11,367 $11,585 $11,806 $12,030 $68,877 West Covina $11,939 $12,172 $12,407 $12,645 $12,886 $13,131 $75,180 $69,018 $70,362 $71,723 $73,100 $74,494 $75,906 $434,604ComNet Total SUA - 6 years IN S B INSB Total Co m N e t Arcadia $8,165 $8,324 $8,485 $8,648 $8,813 $8,980 $51,416 Bell $5,775 $5,888 $6,002 $6,117 $6,233 $6,352 $36,366 Bell Gardens $7,111 $7,249 $7,389 $7,531 $7,675 $7,820 $44,775 Downey Fire $8,165 $8,324 $8,485 $8,648 $8,813 $8,980 $51,416 Downey PD $10,467 $10,671 $10,877 $11,086 $11,298 $11,512 $65,911 El Monte $10,275 $10,475 $10,677 $10,882 $11,090 $11,300 $64,698 Huntington Park $6,830 $6,963 $7,098 $7,234 $7,372 $7,512 $43,007 San Gabriel $5,775 $5,888 $6,002 $6,117 $6,233 $6,352 $36,366 South Gate $8,358 $8,521 $8,685 $8,852 $9,021 $9,192 $52,629 Verdugo $14,281 $14,559 $14,840 $15,125 $15,414 $15,706 $89,924 Vernon $7,391 $7,535 $7,681 $7,828 $7,978 $8,129 $46,543 Whittier $10,275 $10,475 $10,677 $10,882 $11,090 $11,300 $64,698 Monterey Park $8,165 $8,324 $8,485 $8,648 $8,813 $8,980 $51,416 Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Pricing Summary 2-3 2.2 ADVANCED SERVICES PRICING BREAKDOWN PER AGENCY Agency Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total ICIS JOINT POWERS AUTHORITY (JPA)$151,173.70 $156,928.94 $161,216.47 $167,218.02 $173,455.71 $179,934.10 $989,926.95 ICI - DSR $81,311.45 $84,407.01 $86,713.13 $89,941.17 $93,296.23 $96,780.74 $532,449.74 BURBANK WATER & POWER COMMUNICATIONS $97,096.96 $100,793.48 $103,547.31 $107,402.03 $111,408.42 $115,569.41 $635,817.61 BEVERLY HILLS, CITY OF $114,040.84 $118,382.42 $121,616.80 $126,144.19 $130,849.71 $135,736.81 $746,770.77 CULVER CITY, CITY OF $26,442.58 $27,449.26 $28,199.21 $29,248.97 $30,340.04 $31,473.21 $173,153.25 GLENDALE, CITY OF $367,569.94 $381,563.48 $391,988.33 $406,580.76 $421,747.33 $437,499.16 $2,406,949.00 MONTEBELLO, CITY OF $190,982.01 $198,252.77 $203,669.32 $211,251.25 $219,131.50 $227,315.84 $1,250,602.70 PASADENA, CITY OF $211,846.50 $215,722.79 $232,169.81 $240,812.73 $249,795.70 $259,125.31 $1,409,472.84 POMONA, CITY OF $139,824.53 $145,147.71 $149,113.35 $154,664.35 $160,433.75 $166,425.79 $915,609.48 SANTA MONICA POLICE DEPT $146,974.43 $159,835.04 $164,201.96 $170,314.66 $176,667.86 $183,266.22 $1,001,260.18 INSB, PRIME SITE $37,304.53 $38,724.73 $39,782.74 $41,263.72 $42,802.97 $44,401.62 $244,280.31 TORRANCE CONSOLES $53,499.45 $54,478.36 $58,631.87 $60,814.54 $63,083.09 $65,439.18 $355,946.50 INSB RF SITES $160,162.97 $163,093.10 $175,527.56 $182,061.87 $188,853.27 $195,906.75 $1,065,605.52 GLENDORA, CITY OF (ComNet)$79,277.37 $82,295.49 $84,543.92 $87,691.21 $90,962.33 $94,359.68 $519,130.00 GLENDORA, CITY OF $17,574.67 $18,243.75 $18,742.19 $19,439.90 $20,165.06 $20,918.21 $115,083.78 AZUSA, CITY OF $17,574.67 $18,243.75 $18,742.19 $19,439.90 $20,165.06 $20,918.21 $115,083.78 BALDWIN PARK POLICE DEPT, CITY OF $19,675.21 $20,424.25 $20,982.27 $21,763.37 $22,575.20 $23,418.37 $128,838.67 COVINA, CITY OF $19,675.21 $20,424.25 $20,982.27 $21,763.37 $22,575.20 $23,418.37 $128,838.67 LA VERNE POLICE DEPT, CITY OF $19,675.21 $20,424.25 $20,982.27 $21,763.37 $22,575.20 $23,418.37 $128,838.67 WEST COVINA POLICE DEPT, CITY OF $19,675.21 $20,424.25 $20,982.27 $21,763.37 $22,575.20 $23,418.37 $128,838.67 $1,971,357.44 $2,045,259.07 $2,122,335.24 $2,201,342.76 $2,283,458.87 $2,368,743.69 $12,992,497.08 BELL, CITY OF $14,880.92 $15,447.45 $15,869.49 $16,460.26 $17,074.27 $17,711.98 $97,444.38 ARCADIA, CITY OF $20,688.06 $21,475.66 $22,062.40 $22,883.71 $23,737.34 $24,623.90 $135,471.08 BELL GARDENS POLICE DEPT, CITY OF $17,062.79 $17,712.37 $18,196.30 $18,873.69 $19,577.73 $20,308.94 $111,731.82 DOWNEY FIRE DEPT $22,719.56 $23,135.27 $24,899.14 $25,826.05 $26,789.44 $27,789.99 $151,159.46 DOWNEY POLICE DEPT, CITY OF $24,263.60 $25,187.33 $25,875.48 $26,838.74 $27,839.90 $28,879.69 $158,884.75 EL MONTE POLICE DEPT $24,468.02 $24,915.73 $26,815.34 $27,813.59 $28,851.11 $29,928.67 $162,792.46 HUNTINGTON PARK $17,574.29 $18,243.35 $18,741.78 $19,439.48 $20,164.62 $20,917.75 $115,081.28 MONTEREY PARK, CITY OF $24,263.60 $25,187.33 $25,875.48 $26,838.74 $27,839.90 $28,879.69 $158,884.75 SOUTH GATE, CITY OF $21,728.06 $22,555.26 $23,171.50 $24,034.10 $24,930.64 $25,861.77 $142,281.33 SAN GABRIEL, CITY OF $19,675.21 $20,424.25 $20,982.27 $21,763.37 $22,575.20 $23,418.37 $128,838.67 GLENDALE, CITY OF (Verdugo Fire)$73,799.87 $76,609.46 $78,702.54 $81,632.38 $84,677.49 $87,840.11 $483,261.86 VERNON, CITY OF $17,574.67 $18,243.75 $18,742.19 $19,439.90 $20,165.06 $20,918.21 $115,083.78 WHITTIER POLICE DEPT $26,130.90 $27,125.71 $27,866.83 $28,904.22 $29,982.42 $31,102.23 $171,112.31 $324,829.56 $336,262.93 $347,800.76 $360,748.24 $374,205.13 $388,181.31 $2,132,027.92 $2,296,187.00 $2,381,522.00 $2,470,136.00 $2,562,091.00 $2,657,664.00 $2,756,925.00 $15,124,525.00 ADVANCED SERVICES - 6 YEARS SUB-TOTAL SUB-TOTAL TOTAL IC I G o v e r n i n g A g e n c i e s IC I S u b s c r i b e r A g e n c i e s Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Pricing Summary 2-4 2.3 PAYMENT TERMS For SUA and Advanced Services, Motorola will invoice ICI, JPA annually in advance of each year of the plan for their portion of the contract, as detailed in the sections 2.1 and 2.2. Subscriber Agencies will be invoiced individually on annual basis in advance of each year of the plan for their portion of the contract, as detailed in the sections 2.1 and 2.2. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Solution Description 3-1 SECTION 3 SOLUTION DESCRIPTION Motorola is pleased to propose to ICI its Advanced Plus Services package for 6 years consisting of Advanced Services and System Upgrade Agreement. 3.1 ADVANCED SERVICES FOR MASTER, RF, AND CONSOLE SITES In order to ensure that Interagency Communications Interoperability (“ICI”) has access to technical support teams and resources for troubleshooting and maintenance, Motorola proposes Advanced Services to ICI. Appropriate for customers who need immediate access to Motorola’s technical personnel, Advanced Services provide remote assistance to address unforeseen network events, make necessary repairs to network components, and deliver patches to keep ICI’s system secure. The proposed offering consists of the following specific services. Network Event Monitoring Technical Support Network Hardware Repair with Advanced Replacement Remote Security Update Service (RSUS) On-site Infrastructure Response Annual Preventive Maintenance Security Monitoring These services will be delivered to ICI through a centralized team within Motorola’s Solutions Support Center (SSC), which operates on a 24 x 7 x 365 basis; and through Motorola’s Repair Depot, which will ensure that equipment is repaired to the highest quality standards. The above described services vary across network components as described below. System Element Services Offer SUA II Advanced Services Master and DSR Yes Yes Prime Sites and RF Sites Yes Yes Consoles Yes Yes NICE No No Genesis No No Microwave No No Backhaul MPLS Routers No No Full descriptions of Advanced Services may be found in Section 4 - Advanced Services Statement of Work for Master, RF, and Console Site Support”. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Solution Description 3-2 3.2 SYSTEM UPGRADE AGREEMENT (SUA) The System Upgrade Agreement (SUA) provides for radio network technology refresh as needed to keep the system in a “standard support” window for the duration of the six-year contract period. Keeping the system in a standard support window ensures the following: Best-in-class cyber-security technology through Anti-virus updates, vetted 3rd party, and MSI software patches Access to expansion components when needed to add RF and console sites and even new (unknown today) features Access to Motorola support services as needed When needed, the SUA will cover update or replacement of relevant components in the following radio network subsystems: Master site (includes DSR) RF sites (includes 10 Prime sites, 38 Remote sites) Console sites (includes 32 Dispatch site locations) Excludes consolettes, radios and antenna systems MCC 7500 Subsystem (includes 168 MCC7500 Operator Positions, 4 AIS) Based on current lifecycle support of various components that compose the radio network we anticipate that system upgrades will occur approximately every two years with items listed below updated or refreshed when no longer supportable. Component Typical Refresh Cadence Motorola System Release Software 2 Years 3rd Party Software Applications 3 Years Operating Systems 3-5 Years Databases 3-5 Years Servers 3-4 Years Switches 5-6 Years Routers 3-5 Years PCs 2-3 Years Firewalls 3-5 Years MSI - RF site equipment Field Replaceable Units (FRUs) 8-10 Years Details and scope of coverage can be found in Section 5 – ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-1 SECTION 4 ADVANCED SERVICES STATEMENT OF WORK FOR MASTER, RF, AND CONSOLE SITE SUPPORT 4.1 OVERVIEW Motorola Solutions’ ASTRO® 25 Advanced Services (“Advanced Services”) provide an integrated and comprehensive sustainment program for fixed end network infrastructure equipment located at the network core, RF sites, and dispatch sites. Advanced Services do not include maintenance for mobile devices, portable devices, or network backhaul equipment. Advanced Services consist of the following elements: Network Event Monitoring. Remote Technical Support. Network Hardware Repair. Remote Security Update Service. On-site Infrastructure Response. Annual Preventive Maintenance. Security Monitoring. Each of these elements is summarized below and expanded upon in Section 4.4. In the event of a conflict between the descriptions below and an individual subsection of Section 4.4, the individual subsection prevails. This Statement of Work (“SOW”), including all of its subsections and attachments is an integral part of the applicable agreement (“Agreement”) between Motorola Solutions, Inc. (“Motorola Solutions”) and the customer (“Customer”). In order to receive the services as defined within this SOW, the Customer is required to keep the system within a standard support period as described in Motorola Solutions’ Software Support Policy (“SwSP”). Network Event Monitoring Real-time, continuous ASTRO 25 radio communications network monitoring and event management. Using sophisticated tools for remote monitoring and event characterization, Motorola Solutions will assess events, determine the appropriate response, and initiate that response. Possible responses include remotely addressing the issue, escalation to product technical support groups, and dispatch of designated field technical resources. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-2 Remote Technical Support Motorola Solutions will provide telephone consultation with specialists skilled at diagnosing and swiftly resolving infrastructure operational technical issues that require a high level of ASTRO 25 network experience and troubleshooting capabilities. Network Hardware Repair Motorola Solutions will repair Motorola Solutions-manufactured infrastructure equipment and select third-party manufactured infrastructure equipment supplied by Motorola Solutions. Motorola Solutions coordinates the equipment repair logistics process. Remote Security Update Service Motorola Solutions will pre-test third-party security updates to verify they are compatible with the ASTRO 25 network, and remotely push the updates to the Customer’s network. On-site Infrastructure Response When needed to resolve equipment malfunctions, Motorola Solutions will dispatch qualified local technicians to the Customer’s location to diagnose and restore the communications network. Technicians will perform diagnostics on impacted hardware and replace defective components. The service technician’s response time will be based on pre-defined incident priority levels. Annual Preventive Maintenance Qualified field service technicians will perform regularly scheduled operational testing and alignment of infrastructure and network components to verify those components comply with the original manufacturer’s specifications. Security Monitoring Real-time, continuous ASTRO 25 radio network security elements monitoring by specialized security technologists with extensive experience working with ASTRO 25 mission-critical networks. For highly complex or unusual security events, Motorola Solutions technologists have direct access to Motorola Solutions engineers for rapid resolution. 4.2 MOTOROLA SOLUTIONS SERVICE DELIVERY ECOSYSTEM Advanced Services are delivered through a tailored combination of local field service personnel, centralized teams equipped with a sophisticated service delivery platform, product repair depots, and MyView Portal. These service entities will collaborate to swiftly analyze issues, accurately diagnose root causes, and promptly resolve issues to restore the Customer’s network to normal operations. 4.2.1 Centralized Managed Support Operations The cornerstone of Motorola Solutions’ support process is the Centralized Managed Support Operations (“CMSO”) organization, which includes the Service Desk and technical support teams. The CMSO is staffed 24x7x365 by experienced personnel, including service desk specialists, security analysts, and operations managers. The Service Desk provides a single point of contact for all service related items, including communications between the Customer, Motorola Solutions, and third-party subcontractors. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-3 The Service Desk processes service requests, service incidents, change requests, and dispatching, and communicates with stakeholders in accordance with pre-defined response times. All incoming transactions through the Service Desk are recorded, tracked, and updated through the Motorola Solutions Customer Relationship Management (“CRM”) system. The Service Desk also documents Customer inquiries, requests, concerns, and related tickets. The CMSO coordinates with the field service organization that will serve the Customer locally. 4.2.2 Field Service Motorola Solutions authorized and qualified field service technicians perform on-site infrastructure response, field repair, and preventive maintenance tasks. These technicians are integrated with the Service Desk and with technical support teams and product engineering as required to resolve repair and maintenance requests. 4.2.3 Customer Support Manager A Motorola Solutions Customer Support Manager (“CSM”) will be the Customer’s key point of contact for defining and administering services. The CSM’s initial responsibility is to create the Customer Support Plan (“CSP”) in collaboration with the Customer. The CSP functions as an operating document that personalizes the services described in this document. The CSP contains Customer-specific information, such as site names, site access directions, key contact persons, incident handling instructions, and escalation paths for special issues. The CSP also defines the division of responsibilities between the Customer and Motorola Solutions so response protocols are pre-defined and well understood when the need arises. The CSP governs how the services will be performed and will be automatically integrated into this Statement of Work by this reference. The CSM and Customer will review and amend the CSP on a mutually agreed cadence so the CSP remains current and effective in governing the Advanced Services. 4.2.4 Repair Depot The Motorola Solutions Repair Depot provides the Customer with a central repair location, eliminating the need to send network equipment to multiple vendor locations for repair. All products sent to the Depot are tracked throughout the repair process, from inbound shipment to return, through a case management system that enables Customer representatives to see repair status. 4.2.5 MyView Portal Supplementing the CSM and the Service Desk as the Customer points of contact, MyView Portal is a web-based platform that provides network maintenance and operations information. The portal is accessed from a desktop, laptop, tablet, or smartphone web browser. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-4 Figure 4-1: MyView Portal offers real-time, role-based access to critical network and services information. The information available includes: Network Event Monitoring: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Remote Technical Support: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Network Hardware Repair: Track return material authorizations (“RMA”) shipped to Motorola Solutions’ repair depot and eliminate the need to call for status updates. In certain countries, customers will also have the ability to create new RMA requests online. Remote Security Update Service: View patch history and status of recently completed security updates. On-site Infrastructure Response: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Annual Preventive Maintenance: View incident status and details of each annual change request for preventive maintenance, including completed checklist information for the incident. Security Monitoring: Manage incidents and view self-service reports. Observe incident details by incident priority level, and track the progress of issue resolution. Orders and Contract Information: View available information regarding orders, service contracts, and service coverage details. The data presented in MyView Portal is provided to support the services described in the following sections, which define the terms of any service delivery commitments associated with this data. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-5 4.3 CONNECTIVITY SPECIFICATIONS The Advanced Services package requires available internet connectivity provided by the Customer. A minimum connection of 2 Mbps is necessary to enable remote monitoring and update services. 4.4 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. 4.4.1 Network Event Monitoring Network Event Monitoring provides continuous real-time fault monitoring for radio communications networks. Motorola Solutions uses a defined set of tools to remotely monitor the Customer’s ASTRO 25 radio network and characterize network events. When an actionable event takes place, it becomes an incident. Centralized Managed Support Operations (“CMSO”) technologists acknowledge and assess these incidents, and initiate a defined response. 4.4.1.1 Description of Service With Network Event Monitoring, Motorola Solutions uses a Managed Services Suite of Tools (“MSST”) to detect events 24/7 as they occur, analyze them, and escalate them to the Network Operation Center (“NOC”). Incidents will be generated automatically based on the criteria shown in Table 4-1. Table 4-1: Alarm Threshold Rule Options for all Event Types Standard Threshold Optional Threshold An incident will be triggered if an event fulfills one of the two following criteria: Event occurs 5 times in 30 minutes. Event causes 10 minutes of continuous downtime for a monitored component. An incident will be triggered if an event fulfills one of the two following criteria: Event occurs 7 times in 30 minutes. Event causes 15 minutes of continuous downtime for a monitored component. The CMSO NOC agent assigns a priority level to an incident, then initiates a response in accordance with the Customer Handling Procedure (“CHP”). Depending on the incident, Motorola Solutions’ response may include continued monitoring for further incident development, remote remediation by technical support, dispatching a field service technician, or other actions Motorola Solutions determines necessary. To prevent duplicate incidents from being generated by the same root cause, Motorola Solutions employs an auto triage process that groups related incidents. The auto triage process therefore automatically assigns grouped incidents to a field service technician, enabling the resolution of these incidents together if the root alarm has been addressed. Motorola Solutions uses a set of standard templates to record key information on service process, defined actions, and points of contact for the Customer’s service. In the event of an Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-6 incident, Motorola Solutions and the Customer can reference these templates. When information is updated, it will be organized in four categories: Open – Motorola Solutions’ points of contact for dispatch permissions, entitlement information, and knowledge management. Vendor – Escalation and contact information. Resolution – Incident closure information. Site Arrival – Site arrival and exit process information. The Customer will be able to access information on Network Event Monitoring activities via MyView Portal, including incident management reports. Any specific remediation and action notes from Motorola Solutions’ CMSO or field service technicians will be available for the Customer to review as well. Service Configuration Portal-Lite (“SCP-Lite”), which can be accessed through MyView Portal, provides a read only view of the Customer's current service configuration, including site parameters, notification preferences, and dispatch information. If the Customer or Motorola Solutions make changes to the network, the updated information will be incorporated into SCP-Lite allowing the Customer a view of the ASTRO 25 radio network’s state. 4.4.1.2 Scope Network Event Monitoring is available 24 hours a day, 7 days a week. Incidents generated by the monitoring service will be handled in accordance with Section 4.5: 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. 4.4.1.3 Inclusions Network Event Monitoring is available for the devices listed in Section 4.4.1.9: Monitored Elements. 4.4.1.4 Motorola Solutions Responsibilities Provide a dedicated network connection necessary for monitoring the Customer’s communication network. Section 4.4.1.7: Connectivity Matrix describes available connectivity options. If determined necessary by Motorola Solutions, provide Motorola Solutions- owned equipment at the Customer’s premises for monitoring network elements. The type of equipment and location of deployment is listed in Section 4.4.1.8: Motorola Solutions Owned and Supplied Equipment. Verify connectivity and event monitoring prior to system acceptance or start date. Monitor system continuously during hours designated in the Customer Support Plan (“CSP”), and in accordance with Section 4.5: Priority Level Definitions and Response Times. Remotely access the Customer’s system to perform remote diagnosis as permitted by the Customer pursuant to Section 4.4.1.6: Customer Responsibilities. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-7 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. Provide the Customer with a link to access system configuration info, site info, system notifications, and system notes. Cooperate with the Customer to coordinate the transition of monitoring responsibilities between Motorola Solutions and the Customer as specified in Section 4.4.1.6: Customer Responsibilities. If the Customer's technician designated in the CSP is Mobile OSS (“MOSS”) enabled, the incident will be Automatically Dispatched to MOSS. Otherwise, the incident will be sent to the CMSO Service Desk. Maintain communication as needed with the Customer in the field until incident resolution. Provide available information on incident resolution to the Customer. 4.4.1.5 Limitations and Exclusions The following activities are outside the scope of the Network Monitoring service: Motorola Solutions will not monitor any elements outside of the Customer’s ASTRO 25 network, or monitor infrastructure provided by a third party, unless specifically stated. Monitored elements must be within the ASTRO 25 radio network and capable of sending alerts to the Unified Event Manager (“UEM”). Additional support charges above contracted service agreement fees may apply if Motorola Solutions determines that system faults were caused by the Customer making changes to critical system parameters without written agreement from Motorola Solutions. Monitoring of network transport, such as WAN ports, WAN cloud, and redundant paths, unless provided by supplemental service outside this standard scope. 4.4.1.6 Customer Responsibilities Allow Motorola Solutions continuous remote access to enable the monitoring service. Provide continuous utility service to any Motorola Solutions equipment installed or used at the Customer’s premises to support delivery of the service. The Customer agrees to take reasonable due care to secure the Motorola Solutions equipment from theft or damage while on the Customer’s premises. Prior to contract start date, provide Motorola Solutions with pre-defined information necessary to complete a CSP, including: Incident notification preferences and procedure. Repair verification preference and procedure. Database and escalation procedure forms. Submit timely changes in any information supplied to Motorola Solutions and included in the CSP to the Customer Support Manager (“CSM”). Notify the CMSO when the Customer performs any activity that impacts the system. Activity that impacts the system may include, but is not limited to: installing software or hardware upgrades, performing upgrades to the network, renaming elements or devices within the network, and taking down part of the system to perform maintenance. Send system configuration change requests to Motorola Solutions’ CSM. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-8 Allow Motorola Solutions’ field service technician, if designated in the CSP, access to equipment, including any connectivity or monitoring equipment, if remote service is not possible. Allow Motorola Solutions’ field service technician, if designated in the CSP, access to remove Motorola Solutions-owned monitoring equipment upon cancellation of service. Provide Motorola Solutions with all Customer-managed passwords required to access the Customer’s system upon request, when opening a request for service support, or when needed to enable response to a technical issue. Pay additional support charges above the contracted service agreements that may apply if it is determined that system faults were caused by the Customer making changes to critical system parameters without written agreement from Motorola Solutions. In the event that Motorola Solutions agrees in writing to provide supplemental monitoring for third-party elements provided by the Customer, the Customer agrees to obtain third party consents or licenses required to enable Motorola Solutions to provide the monitoring service. Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola Solutions to provide these services. Contact Motorola Solutions to coordinate transition of monitoring when the responsibility for monitoring needs to be transferred to or from Motorola Solutions, as specified in pre- defined information provided in the Customer’s CSP. An example of a transfer scenario is transferring monitoring from Motorola Solutions for network monitoring after normal business hours. Upon contact, the Customer must provide Motorola Solutions with customer name, site ID, status on any open incidents, priority level of any open incidents, brief descriptions of any ongoing incident, and action plan for resolving those incidents. Acknowledge that incidents will be handled in accordance with Section 4.5: Priority Level Definitions and Response Times. 4.4.1.7 Connectivity Matrix Request connectivity eight weeks in advance of service start date. Table 4-2: Available Connectivity System Type Available Connectivity Set up and Maintenance ASTRO® 25 Internet VPN Motorola Solutions ASTRO® 25 Ethernet Motorola Solutions 4.4.1.8 Motorola Solutions Owned and Supplied Equipment This table identifies equipment that Motorola Solutions will supply to support the network monitoring service for the duration of the service. Table 4-3: Motorola Solutions Owned and Supplied Equipment Equipment Type Location Installed Firewall/Router Master Site Service Delivery Management Server Master Site for each Zone Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-9 4.4.1.9 Monitored Elements This table identifies the elements that can be monitored by the service. The specific quantities of each element to be monitored on the Customer’s system will be inventoried in the CSP. Table 4-4: Monitored Elements Monitored Elements Active Directory Enrichment Testing Probe Agent Environmental QUANTAR AIS ESX Radio Interface AMB Exit Router RDM Application Server Firewall RFDS APX Cloud Application GAS Server RGU ATR Gateway RNG AUC Gateway Router Router Backup Server Gateway Unit RTU Base Radio GIS Server SCOM Server Call Processor HSS Short Data Router CAM Infrastructure (CHI CAM) Site Camera Install Server Statistical Server CBSD LAN Switch Storage Networking CCGW Licensing Service Switch CEB Link Telephony Channel Load Balancer TENSR Client Station Logging Recorder Terminal Server CommandCentral AXS dispatch console Logging Replay Station Time Keeper Controller MGEG Training App Conventional Microwave Training Database Core MME TRAK Core Router MOSCAD Server Trap Forwarder Data Processing Network Address UCS Database Server Network Device UEM Data Warehouse Server NTP Virtual Machine Device Configuration Server OP VMS DIU OSP VPM DNS Packet Data Gateway WSGU Domain Controller Physical Host Environmental ZDS DSC 8000 Site Controller Physical Host Power and Network Zone Controller eNodeB Power Distribution Unit Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-10 4.4.2 Remote Technical Support Motorola Solutions’ Remote Technical Support service provides telephone consultation for technical issues that require a high level of ASTRO 25 network knowledge and troubleshooting capabilities. Remote Technical Support is delivered through the Motorola Solutions Centralized Managed Support Operations (“CMSO”) organization by a staff of technical support specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues. Motorola Solutions applies leading industry standards in recording, monitoring, escalating, and reporting for technical support calls from its contracted customers to provide the support needed to maintain mission-critical systems. 4.4.2.1 Description of Service The CMSO organization’s primary goal is Customer Issue Resolution (“CIR”), providing incident restoration and service request fulfillment for Motorola Solutions’ currently supported infrastructure. This team of highly skilled, knowledgeable, and experienced specialists is an integral part of the support and technical issue resolution process. The CMSO supports the Customer remotely using a variety of tools, including fault diagnostics tools, simulation networks, and fault database search engines. Calls requiring incidents or service requests will be logged in Motorola Solutions’ Customer Relationship Management (“CRM”) system, and Motorola Solutions will track the progress of each incident from initial capture to resolution. This helps ensure that technical issues are prioritized, updated, tracked, and escalated as necessary, until resolution. Motorola Solutions will advise and inform Customer of incident resolution progress and tasks that require further investigation and assistance from the Customer’s technical resources. The CMSO Operations Center classifies and responds to each technical support request in accordance with Section 4.5: Priority Level Definitions and Response Times. This service requires the Customer to provide a suitably trained technical resource that delivers maintenance and support to the Customer’s system, and who is familiar with the operation of that system. Motorola Solutions provides technical consultants to support the local resource in the timely closure of infrastructure, performance, and operational issues. 4.4.2.2 Scope The CMSO Service Desk is available via telephone 24 hours per day, 7 days per week, and 365 days per year to receive and log requests for technical support. Remote Technical Support service is provided in accordance with Section 4.5: Priority Level Definitions and Response Times. 4.4.2.3 Inclusions Remote Technical Support service will be delivered for Motorola Solutions-provided infrastructure, including integrated third-party products. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-11 4.4.2.4 Motorola Solutions Responsibilities Maintain availability of the Motorola Solutions CMSO Service Desk via telephone (800- MSI-HELP) 24 hours per day, 7 days per week, and 365 days per year to receive, log, and classify Customer requests for support. Respond to incidents and technical service requests in accordance with Section 4.5: Priority Level Definitions and Response Times. Provide caller a plan of action outlining additional requirements, activities, or information required to achieve restoral/fulfillment. Maintain communication with the Customer in the field as needed until resolution of the incident. Coordinate technical resolutions with agreed upon third-party vendors, as needed. Escalate support issues to additional Motorola Solutions technical resources, as applicable. Determine, in its sole discretion, when an incident requires more than the Remote Technical Support services described in this SOW and notify the Customer of an alternative course of action. 4.4.2.5 Limitations and Exclusions The following activities are outside the scope of the Remote Technical Support service: Customer training. Remote Technical Support for network transport equipment or third-party products not sold by Motorola Solutions. Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. 4.4.2.6 Customer Responsibilities Prior to contract start date, provide Motorola Solutions with pre-defined information necessary to complete Customer Support Plan (“CSP”). Submit timely changes in any information supplied in the CSP to the Customer Support Manager (“CSM”). Contact the CMSO Service Desk to engage the Remote Technical Support service when needed, providing the necessary information for proper entitlement services. This information includes, but is not limited to, the name of contact, name of Customer, system ID number, site(s) in question, and a brief description of the problem that contains pertinent information for initial issue classification. Maintain suitably trained technical resources familiar with the operation of the Customer’s system to provide field maintenance and technical maintenance services for the system. Supply suitably skilled and trained on-site presence when requested. Validate issue resolution in a timely manner prior to close of the incident. Acknowledge that incidents will be addressed in accordance with Section 4.5: Priority Level Definitions and Response Times. Cooperate with Motorola Solutions, and perform all acts that are reasonable or necessary to enable Motorola Solutions to provide Remote Technical Support. In the event that Motorola Solutions agrees in writing to provide supplemental Remote Technical Support to third-party elements provided by the Customer, the Customer Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-12 agrees to obtain all third-party consents or licenses required to enable Motorola Solutions to provide the service. 4.4.3 Network Hardware Repair with Advanced Replacement Motorola Solutions will provide hardware repair for Motorola Solutions and select third-party infrastructure equipment supplied by Motorola Solutions. A Motorola Solutions authorized repair depot manages and performs the repair of Motorola Solutions supplied equipment, and coordinates equipment repair logistics. 4.4.3.1 Description of Service Infrastructure components are repaired at Motorola Solutions-authorized Infrastructure Depot Operations (“IDO”). At Motorola Solutions’ discretion, select third-party infrastructure may be sent to the original equipment manufacturer or third-party vendor for repair. Network Hardware Repair is also known as Infrastructure Repair. 4.4.3.2 Scope Repair authorizations are obtained by contacting the Centralized Managed Support Operations (“CMSO”) organization Service Desk, which is available 24 hours a day, 7 days a week. Repair authorizations can also be obtained by contacting the Customer Support Manager (“CSM”). 4.4.3.3 Inclusions This service is available on Motorola Solutions-provided infrastructure components, including integrated third-party products. Motorola Solutions will make a commercially reasonable effort to repair Motorola Solutions manufactured infrastructure products after product cancellation. The post-cancellation support period of the product will be noted in the product’s end-of-life (“EOL”) notification. 4.4.3.4 Motorola Solutions Responsibilities Provide the Customer access to the CMSO Service Desk, operational 24 hours a day and 7 days per week, to request repair service. Provide repair return authorization numbers when requested by the Customer. Receive malfunctioning infrastructure components from the Customer and document its arrival, repair, and return. Conduct the following services for Motorola Solutions infrastructure: Perform an operational check on infrastructure components to determine the nature of the problem. Replace malfunctioning components. Verify that Motorola Solutions infrastructure components are returned to applicable Motorola Solutions factory specifications. Perform a box unit test on serviced infrastructure components. Perform a system test on select infrastructure components. Conduct the following services for select third-party infrastructure: Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-13 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 Solutions system configuration. Reprogram repaired infrastructure components to original operating parameters based on software and firmware provided by the Customer, as required in Section 4.4.3.6. If the Customer’s software version and configuration are not provided, shipping will be delayed. If the repair depot determines that infrastructure components are malfunctioning due to a software defect, the repair depot reserves the right to reload these components with a different but equivalent software version. Properly package repaired infrastructure components. Ship repaired infrastructure components to Customer-specified address during normal operating hours of Monday through Friday from 7:00 a.m. to 7:00 p.m. Central Standard Time (“CST”), excluding holidays. Infrastructure component will be sent using two-day air shipping unless the Customer requests otherwise. Motorola Solutions will pay for shipping unless the Customer requests shipments outside of the above mentioned standard business hours or carrier programs, such as next flight out (“NFO”). In such cases, the Customer will be responsible for paying shipping and handling charges. 4.4.3.5 Limitations and Exclusions Motorola Solutions may return infrastructure equipment that is no longer supported by Motorola Solutions, the original equipment manufacturer, or a third-party vendor without repairing or replacing it. The following items are excluded from this service: All Motorola Solutions infrastructure components over the post-cancellation support period. All third-party infrastructure components over the post-cancellation support period. All broadband infrastructure components over the post-cancellation support period. Physically damaged infrastructure components. Third-party equipment not shipped by Motorola Solutions. Consumable items including, but not limited to, batteries, connectors, cables, toner or ink cartridges, tower lighting, laptop computers, monitors, keyboards, and mouse. Video retrieval from digital in-car video equipment. RF infrastructure and backhaul components, including but not limited to, antennas, transmission lines, antenna dehydrators, microwave, line boosters, amplifiers (such as tower top amplifiers and bi-directional amplifiers), logging recorders, data talker wireless transmitters, short haul modems, combiners, multicouplers, duplexers, shelters, shelter HVAC, generators, UPS’s, and test equipment. Racks, furniture, and cabinets. Non-standard configurations, customer-modified infrastructure, and certain third party infrastructure. Firmware or software upgrades. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-14 4.4.3.6 Customer Responsibilities Contact or instruct servicer to contact the Motorola Solutions CMSO organization, and request a return authorization number prior to shipping malfunctioning infrastructure components. Provide model description, model number, serial number, type of system, software and firmware version, symptom of problem, and address of site location for spare infrastructure components. Indicate if Motorola Solutions or third-party infrastructure components being sent in for service were subjected to physical damage or lightning damage. Follow Motorola Solutions instructions regarding including or removing firmware and software applications on infrastructure components being sent in for service. In the event that the Customer requires repair of equipment that is not contracted under this service at the time of request, the Customer acknowledges that charges may apply to cover shipping, labor, and parts. Motorola Solutions and the Customer will collaborate to agree on payment vehicle that most efficiently facilitates the work, commensurate with the level of urgency that is needed to complete the repair. Properly package and ship the malfunctioning component, at the Customer’s expense. The Customer is responsible for properly packaging the malfunctioning infrastructure component to ensure it is not damaged in-transit and arrives in repairable condition. Clearly print the return authorization number on the outside of the packaging. Maintain versions and configurations for software, applications, and firmware to be installed on repaired equipment. Provide Motorola Solutions with proper software and firmware information to reprogram equipment after repair, unless current software has caused this malfunction. Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola Solutions to provide hardware repair services to the Customer. At the Customer’s cost, obtain all third-party consents or licenses required to enable Motorola Solutions to provide the service. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-15 4.4.3.7 Repair Process Figure 4-2: Repair Decision Process Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-16 4.4.3.8 Advanced Replacement As an addition to Hardware Repair service, Advanced Replacement is a repair exchange service for Motorola Solutions and select third-party infrastructure components supplied by Motorola Solutions. When available, Motorola Solutions will provide the Customer with advanced replacement units or Field Replacement Units (“FRU”) in exchange for the Customer’s malfunctioning equipment. A Motorola Solutions-authorized repair depot will evaluate and repair malfunctioning equipment, and add that equipment to the depot’s FRU inventory after completing repairs. Customers who prefer to maintain their own FRU inventory may request a “Loaner” FRU while their unit is being repaired. Refer to Figure 4-3 for details on the unit loan process. 4.4.3.8.1 Added Motorola Solutions Responsibilities for Advanced Replacement Use commercially reasonable efforts to maintain FRU inventory on supported platforms. Provide new or reconditioned FRU’s to the Customer upon request, subject to availability. The FRU will be an equipment type and version similar to the Customer’s malfunctioning component, and will contain equivalent boards and chips. Load firmware and software for equipment that requires programming. The Customer’s software version information must be provided for the replacement FRU to be programmed accordingly. If the Customer’s software version and configuration are not provided, shipping will be delayed. Package and ship FRU from the FRU inventory to Customer-specified address. Motorola Solutions will ship FRU as soon as possible, depending on stock availability and requested configuration. FRU will be shipped during normal operating hours of Monday through Friday from 7:00 a.m. to 7:00 p.m. CST, excluding holidays. Motorola Solutions will pay for the shipping to the Customer, unless the Customer requests shipments outside of standard business hours or carrier programs, such as weekend or next flight out (“NFO”) shipment. In such cases, the Customer will be responsible for paying shipping and handling charges. When sending FRU to the Customer, provide a return air bill in order for the Customer to send the Customer’s malfunctioning component. The Customer’s malfunctioning component will become property of the Motorola Solutions repair depot or select third party replacing it, and the Customer will own the FRU. For loaner equipment, Motorola Solutions will ship repaired infrastructure components to Customer-specified address during normal operating hours, Monday through Friday from 7:00 a.m. to 7:00 p.m. CST, excluding holidays. FRU will be sent using two-day air shipping unless the Customer requests otherwise. Motorola Solutions will pay for shipping unless the Customer requests shipments outside of the above mentioned standard business hours or carrier programs, such as NFO. In such cases, the Customer will be responsible for paying shipping and handling charges. When sending a loaner FRU to the Customer, Motorola Solutions will pay for outbound shipping charges. Inbound shipping to Motorola Solutions for repair will be the Customer’s responsibility. Motorola Solutions will repair and return the Customer’s component, and provide a return air bill for the Customer to return the loaner FRU. Refer to Figure 4-3 for the loaner process, and Table 4-5 for shipping charge details. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-17 Provide repair return authorization (“RA”) number upon Customer request to replace infrastructure components that are not classified as an advanced replacement or loaner FRU. Provide a repair RA number so that returned components can be repaired and returned to FRU stock. Receive malfunctioning components from the Customer, carry out repairs and testing, and return it to the FRU stock 4.4.3.8.2 Added Customer Responsibilities for Advanced Replacement Pay for Advanced Replacement or Loaner FRU shipping from Motorola Solutions repair depot if the Customer requested shipping outside of standard business hours or carrier programs set forth in Section 4.4.3.8.1. See Table 4-5 for shipping charge details. Properly package and ship the malfunctioning component using the pre-paid air-bill that arrived with the FRU. The Customer is responsible for properly packaging the malfunctioning infrastructure component to ensure that it is not damaged in transit and arrives in repairable condition. The Customer will be subject to a replacement fee for malfunctioning components returned improperly. Within five business days of receipt of the advanced replacement FRU from Motorola Solutions’ FRU inventory, properly package the Customer’s malfunctioning FRU and ship the malfunctioning Infrastructure to Motorola Solutions’ repair depot for evaluation and repair. The Customer must send the return air bill back to the repair depot in order to facilitate proper tracking of the returned infrastructure. The Customer will be subject to a full replacement fee for FRU’s not returned within five business days. At the Customer’s expense and risk of loss, the Customer may send a malfunctioning Motorola Solutions or third-party infrastructure component for repairs before a replacement has been sent. In such cases, the malfunctioning component should be properly packaged and shipped to Motorola Solutions. Clearly print the return authorization number on the outside of the packaging. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-18 4.4.3.8.3 Replacement Process for Advanced Replacement Figure 4-3: Advanced Replacement or Loaner Decision Process Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-19 Table 4-5: Shipping Charges and Default Mail Service: Service Advanced Replacement Charges Responsibility Advanced Replacem ents (Normal Business Hours) Shipped FedEx Overnight or equivalent Motorola Solutions Loaner Shipping Outbound to Customer Loaner Repair and Return Shipping Outbound to Customer Advanced Replacements (Next Flight Out or Other) Customer Exchanges or Loaners Shipped Outbound to Customer by Non-Motorola Carrier* Loaner Repair Shipping Inbound to Motorola Solutions Loaner Installation Labor *Motorola Solutions shipping carrier – FedEx 4.4.4 Remote Security Update Service Motorola Solutions’ ASTRO 25 Remote Security Update Service (“RSUS”) provides pretested security updates, minimizing cyber risk and software conflicts. These security updates contain operating system security patches and antivirus definitions that have been validated for compatibility with ASTRO 25 systems. Motorola Solutions will remotely deliver tested security updates to the Customer using a network connection. Reboot responsibility is determined by which options are included as part of this service. The ASTRO 25 Security Update Service (“SUS”) and Network Event Monitoring service are prerequisites for RSUS. These prerequisites are included as part of this service package. 4.4.4.1 Description of Service Motorola Solutions remotely installs pretested security updates on the Customer’s network. Motorola Solutions tests security updates for compatibility with ASTRO 25 in a dedicated information assurance lab. Motorola Solutions will install compatible ASTRO 25 security updates using a remote connection. After installing tested security updates remotely, Motorola Solutions provides the Customer with a report outlining the updates made to the Customer’s system. This report will inform the Customer of security update network transfers and installation. Remote Update Requirements A reliable connection from Motorola Solutions to the Customer’s network is required to enable remote security update installation. Motorola Solutions’ Network Event Monitoring service includes the required hardware and maintenance, and is a prerequisite to RSUS. Customer systems with slow and/or unreliable remote site links may impact the speed of RSUS updating and our ability to deliver the service. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-20 In some instances, Motorola Technical Notices (“MTN”) must be applied to enable Motorola Solutions to remotely deploy the latest security updates. MTN installation is not part of RSUS. In the event Motorola Solutions cannot deploy security updates unless one or more MTNs are installed, Motorola Solutions will communicate this to the Customer. The Customer and their Customer Support Manager (“CSM”) will determine how to apply necessary MTNs. Once necessary MTNs are applied to the Customer’s system, Motorola Solutions will continue to remotely deploy security updates. Connections to other networks, herein referred to as Customer Enterprise Network (“CEN”), are delineated by firewalls. All security updates deployed by RSUS are specific to the equipment included in the ASTRO 25 radio network with only the following exceptions: Key Management Facility (“KMF”) and MCC 7500e consoles. The Customer may request, via the CSM, that Motorola Solutions remotely updates MCC 7500e consoles and KMF in the Customer’s CEN as part of RSUS, or designate Customer IT resources to install the security updates. The Customer must make the appropriate configuration changes to their firewall allowing access. Reboot Support If Reboot Support is included with RSUS, Motorola Solutions provides technician support to reboot impacted Microsoft Windows servers and workstations after operating system security patches have been installed. 4.4.4.2 Scope RSUS includes pretested security updates for the software listed in Table 4-6. This table also describes the release cadence for security updates. Table 4-6: Update Cadence Software Update Release Cadence Antivirus Definition Files Weekly Microsoft Windows Monthly Microsoft Windows SQL Server Quarterly Microsoft Windows third party (Adobe Reader) Monthly Red Hat Linux (RHEL) Quarterly VMWare ESXi Hypervisor Quarterly PostgreSQL (From ASTRO 25 7.14 and newer major releases) Quarterly McAfee Patch(es) Quarterly Dot Hill DAS Firmware Quarterly HP SPP Firmware Quarterly QNAP Firmware Quarterly Motorola Solutions installs security updates during normal business hours. Normal business hours are defined as 8 a.m. to 5 p.m. Central Standard Time on Monday through Friday, excluding Public Holidays. The Customer may submit a formal request that Motorola Solutions personnel work outside of these hours. The Customer may need to pay additional costs for work to be completed outside of normal business hours. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-21 Motorola Solutions will provide an Impact Timeline (“ITL”) to show installation tasks scheduled during normal business hours, including preparation work and the transfer of security updates to local storage or memory. Server and workstation reboots or zone controller rollover will be initiated at the times shared in the ITL. Intrusive security updates require Customer coordination. Intrusive security updates may require hardware reboots and zone controller rolling (switching from one zone controller to the other) to fully implement. Systems with redundant zone controllers (L2, M2, M3) have low downtime (minutes) as the zone controllers are rolled, but systems with single zone controllers (L1, M1) will be down for longer periods. While rolling the zone controllers, the system will operate in “Site trunking” mode. The Customer will need to be aware of these operational impacts, and coordinate events with users. 4.4.4.3 Inclusions Supported ASTRO 25 core types and security update delivery methods are included in Table 4-7. This table indicates if Motorola Solutions will provide any RSUS optional services to the Customer. RSUS supports the current Motorola Solutions ASTRO 25 system release and aligns with the established Software Support Policy (SwSP). Motorola Solutions reserves the right to determine which releases are supported as business conditions dictate. Additional charges may apply in the event of supporting older releases. Contact Motorola Solutions’ assigned Customer Support Manager (“CSM”) for the latest supported releases. Table 4-7: SUS Packages Service ASTRO 25 Core Type Included Remote Security Update Service M Core X Remote Security Update Service with Reboot Support M Core (Not included) Responsibilities for rebooting applicable hardware are detailed in Section 4.4.4.7: Reboot Responsibilities. 4.4.4.4 Motorola Solutions Responsibilities Remotely deploy updates listed in Section 4.4.4.2: Scope on the Customer’s system. Updates will be installed on the cadence described in that section. As outlined in Section 4.4.4.2: Scope, coordinate and communicate with the Customer when installing updates that will require server reboots, workstation reboots, or both. Install non-intrusive updates, like antivirus definitions, as released without coordination. In the event no security updates are released by the OEMs during the usual time period, Motorola Solutions will send a notice that no new security updates were deployed. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-22 4.4.4.5 Limitations and Exclusions Systems with non-standard configurations that have not been certified by Motorola Solutions’ Systems Integration and Test (“SIT”) team are specifically excluded from this service, unless otherwise agreed in writing by Motorola Solutions. Interim or unplanned releases outside the supported release cadence. Service does not include pretested intrusion detection system (“IDS”) signature updates for IDS solutions. However, select vendor IDS signature updates are made available via the secure website. The available vendors may change pursuant to Motorola Solutions' business decisions. The Customer is responsible for complying with all IDS licensing requirements and fees, if any. This service does not include releases for Motorola Solutions products that are not ASTRO 25 L, M, and Simplified Core radio network infrastructure equipment. The following are examples of excluded products: WAVE PTX™, Critical Connect, and VESTA® solutions. K Core ASTRO 25 systems are excluded. Motorola Solutions product updates are not included in these services. Shared network infrastructure firmware, such as transport and firewall firmware, are not included in these services. 4.4.4.6 Customer Responsibilities This service requires connectivity from Motorola Solutions’ CMSO to the Customer’s ASTRO 25 system. Procure Motorola Solutions’ Network Event Monitoring service, and maintain it for the duration of RSUS contract. Refrain from making uncertified changes to the ASTRO 25 system. Consult with Motorola Solutions before making changes to the ASTRO 25 system. Be aware of the operational impacts of RSUS update installation, and coordinate the update process with users. Coordinate any maintenance or other updates that are not part of RSUS with Motorola Solutions to minimize downtime and redundant efforts. 4.4.4.7 Reboot Responsibilities Microsoft Windows servers and workstations often need to be rebooted before security updates take full effect and mitigate vulnerabilities. Reboot responsibilities are determined by the specific RSUS package being purchased. Table 4-8 contains the breakdown of responsibilities. Section 4.4.4.3: Inclusions indicates which services are included. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-23 Table 4-8: Reboot Responsibilities Matrix Remote SUS Package Motorola Solutions Responsibilities Customer Responsibilities Remote Security Update Service Provide a report to the Customer’s main contact listing the servers or workstations which must be rebooted to ensure installed security updates become effective. When a security update requires a reboot, reboot servers and workstations after security updates are installed. o When remote deployment is in progress, it may be necessary for multiple reboots to be coordinated with Motorola Solutions. Remote Security Update Service with Reboot Support When a security update requires a reboot, dispatch a technician to reboot servers and workstations after security updates are installed. 4.4.4.8 Disclaimer This service tests OEM security updates. Delivering security updates for specific software depends on OEM support for that software. If an OEM removes support (end-of-life) from deployed software, Motorola Solutions will work with the OEM to reduce the impact, but may remove support for the affected software from this service without notice. OEMs determine security update schedules, supportability, or release availability without consultation from Motorola Solutions. Motorola Solutions will obtain and test security updates when they are made available, and incorporate those security updates into the next appropriate release. Motorola Solutions disclaims any warranty with respect to pretested database security updates, hypervisor patches, operating system software patches, intrusion detection sensor signature files, or other third-party files, express or implied. Further, Motorola Solutions disclaims any warranty concerning non-Motorola Solutions software and does not guarantee Customers' systems will be error-free or immune to security breaches as a result of these services. 4.4.5 On-site Infrastructure Response Motorola Solutions’ On-site Infrastructure Response service provides incident management and escalation for on-site technical service requests. The service is delivered by Motorola Solutions’ Centralized Managed Support Operations (“CMSO”) organization in cooperation with a local service provider. On-site Infrastructure Response may also be referred to as On-site Support. 4.4.5.1 Description of Service The Motorola Solutions CMSO Service Desk will receive the Customer’s request for on-site service. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-24 The CMSO Dispatch Operations team is responsible for opening incidents, dispatching on- site resources, monitoring issue resolution, and escalating as needed to ensure strict compliance to committed response times. The dispatched field service technician will travel to the Customer’s location to restore the system in accordance with Section 4.5: Priority Level Definitions and Response Times. Motorola Solutions will manage incidents as described in this SOW. The CMSO Service Desk will maintain contact with the field service technician until incident closure. 4.4.5.2 Scope On-site Infrastructure Response is available 24 hours a day, 7 days a week in accordance with Section 4.5: Priority Level Definitions and Response Times. Customer’s Response Time Classification is designated in the Customer Support Plan. 4.4.5.3 Inclusions On-site Infrastructure Response is provided for Motorola Solutions-provided infrastructure. 4.4.5.4 Motorola Solutions Responsibilities Receive service requests. Create an incident when service requests are received. Gather information to characterize the issue, determine a plan of action, and assign and track the incident to resolution. Dispatch a field service technician, as required by Motorola Solutions’ standard procedures, and provide necessary incident information. Provide the required personnel access to relevant Customer information, as needed. Motorola Solutions field service technician will perform the following on-site: Run diagnostics on the infrastructure component. Replace defective infrastructure component, as supplied by the Customer. Provide materials, tools, documentation, physical planning manuals, diagnostic and test equipment, and any other material required to perform the maintenance service. If a third-party vendor is needed to restore the system, the vendor can be accompanied onto the Customer’s premises. If required by the Customer’s repair verification in the Customer Support Plan (“CSP”), verify with the Customer that restoration is complete or system is functional. If verification by the Customer cannot be completed within 20 minutes of restoration, the incident will be closed and the field service technician will be released. Escalate the incident to the appropriate party upon expiration of a response time. Close the incident upon receiving notification from the Customer or Motorola Solutions field service technician, indicating the incident is resolved. Notify the Customer of incident status, as defined in the CSP and Service Configuration Portal (“SCP”): Open and closed. Open, assigned to the Motorola Solutions field service technician, arrival of the field service technician on-site, delayed, or closed. Provide incident activity reports to the Customer, if requested. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-25 4.4.5.5 Customer Responsibilities Contact Motorola Solutions, as necessary, to request service. Prior to start date, provide Motorola Solutions with the following pre-defined Customer information and preferences necessary to complete CSP: Incident notification preferences and procedure. Repair verification preference and procedure. Database and escalation procedure forms. Submit timely changes in any information supplied in the CSP to the Customer Support Manager (“CSM”). Provide the following information when initiating a service request: Assigned system ID number. Problem description and site location. Other pertinent information requested by Motorola Solutions to open an incident. Provide field service technician with access to equipment. Supply infrastructure spare or FRU, as applicable, in order for Motorola Solutions to restore the system. Maintain and store software needed to restore the system in an easily accessible location. Maintain and store proper system backups in an easily accessible location. If required by repair verification preference provided by the Customer, verify with the CMSO Service Desk and dispatch that restoration is complete or system is functional. Cooperate with Motorola Solutions and perform reasonable or necessary acts to enable Motorola Solutions to provide these services. In the event that Motorola Solutions agrees in writing to provide supplemental On-site Infrastructure Response to Customer-provided third-party elements, the Customer agrees to obtain and provide applicable third-party consents or licenses to enable Motorola Solutions to provide the service. 4.4.6 Annual Preventive Maintenance Motorola Solutions personnel will perform a series of maintenance tasks to keep network equipment functioning correctly. 4.4.6.1 Description of Service Annual Preventative Maintenance provides annual operational tests on the Customer’s infrastructure equipment to monitor its conformance to specifications. 4.4.6.2 Scope Annual Preventive Maintenance will be performed during standard business hours, unless otherwise agreed to in writing. After the service starts, if the system or Customer requirements dictate that the service must occur outside of standard business hours, an additional quotation will be provided. The Customer is responsible for any charges associated with unusual access requirements or expenses. Motorola Solutions will provide level 1 Preventive Maintenance. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-26 4.4.6.3 Inclusions Annual Preventive Maintenance service will be delivered for Motorola Solutions-provided infrastructure, including integrated third-party products, per the level of service defined in Section 4.4.6.7: Preventive Maintenance Tasks. 4.4.6.4 Motorola Solutions Responsibilities Notify the Customer of any planned system downtime needed to perform this service. Maintain communication with the Customer as needed until completion of the Annual Preventive Maintenance. Determine, in its sole discretion, when an incident requires more than the Annual Preventive Maintenance services described in this SOW, and notify the Customer of an alternative course of action. Provide the Customer with a report in MyView Portal, or as otherwise agreed in the Customer Support Plan (“CSP”), comparing system performance with expected parameters, along with any recommended actions. Time allotment for report completion is to be mutually agreed. Provide trained and qualified personnel with proper security clearance required to complete Annual Preventive Maintenance services. Field service technician will perform the following on-site: Perform the tasks defined in Section 4.4.6.7: Preventive Maintenance Tasks. Perform the procedures defined in Section 4.4.6.8: Site Performance Evaluation Procedures for each site type on the system. Provide diagnostic and test equipment necessary to perform the Preventive Maintenance service. As applicable, use the Method of Procedure (“MOP”) defined for each task. 4.4.6.5 Limitations and Exclusions The following activities are outside the scope of the Annual Preventive Maintenance service. Preventive maintenance for third-party equipment not sold by Motorola Solutions as part of the original system. Network transport link performance verification. Verification or assessment of Information Assurance. Any maintenance and/or remediation required as a result of a virus or unwanted cyber intrusion. Tower climbs, tower mapping analysis, or tower structure analysis. 4.4.6.6 Customer Responsibilities Provide preferred schedule for Annual Preventative Maintenance to Motorola Solutions. Authorize and acknowledge any scheduled system downtime. Maintain periodic backup of databases, software applications, and firmware. Establish and maintain a suitable environment (heat, light, and power) for the equipment location as described in equipment specifications, and provide Motorola Solutions full, free, and safe access to the equipment so that Motorola Solutions may provide services. All sites shall be accessible by standard service vehicles. Submit timely changes in any information supplied in the CSP to the Customer Support Manager (“CSM”). Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-27 Provide site escorts, if required, in a timely manner. Provide Motorola Solutions with requirements necessary for access to secure facilities. In the event that Motorola Solutions agrees in writing to provide supplemental Annual Preventive Maintenance to third-party elements provided by Customer, the Customer agrees to obtain any third-party consents or licenses required to enable Motorola Solutions field service technician to access the sites to provide the service. 4.4.6.7 Preventive Maintenance Tasks The Preventive Maintenance service includes the tasks listed in this section. MASTER SITE CHECKLIST Servers Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Network Management (“NM”) Client Applications Review Unified Event Manager (“UEM”) events and verify backhaul links are reported as operational. Review event log for persistent types. Verify all NM client applications are operating correctly. Verify System software physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Complete Backup Verify backups have been completed or scheduled, and that data has been stored in accordance with the Customer’s backup plan. Check that adequate storage space is available for backups. Network Time Protocol (“NTP”) Verify operation and syncing all devices. Data Collection Devices (“DCD”) check (if present) Verify data collection. Anti-Virus Verify anti-virus is enabled and that definition files on core security management server were updated within two weeks of current date. Routers Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on router type. Capture available diagnostic logs. Verify Redundant Routers Test redundancy in cooperative 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. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-28 MASTER SITE CHECKLIST Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Verify System software physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Firewalls Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Logging Equipment Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Server CPU Health Check memory, HDD, CPU, and disk space utilization. PRIME SITE CHECKLIST Software Verify System software physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Switches Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on switch type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Routers Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on router type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Miscellaneous Equipment Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Site Frequency Standard Check (Timing Reference Unit) Check LEDs for proper operation. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-29 PRIME SITE CHECKLIST Site Controllers Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Equipment Alarms Check LED and/or other status indicators for fault conditions. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Site Controller Redundancy (Trunking) Roll site controllers with no dropped audio. Comparators Equipment Alarms Verify no warning/alarm indicators. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. DISPATCH SITE CHECKLIST 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. Screen Performance Verify screen operational and is not suffering from dead pixels or image burn - in that prevent user operation. Touchscreen Verify touchscreen operation, if present. Cabling/Lights/Fa ns Visual inspection of all equipment cabling, lights, and fans Filters/Fans/Dust Clean all equipment filters and fans and remove dust. Monitor and Hard Drive Confirm monitor and hard drive do not "sleep". DVD/CD Verify and clean DVD or CD drive. Time Synchronization Verify console time is synchronized with NTP server Anti-Virus Verify anti-virus is enabled and that definition files have been updated within two weeks of current date. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-30 DISPATCH SITE CHECKLIST Headset Unplugged Testing Speakers Test all speakers for audio quality, volume, static, drop-outs, and excess hiss when turned up. Channel Audio in Speaker Verify selected channel audio in select speaker only. Footswitch Pedals Verify both footswitch pedals operational. Radio On-Air Light Verify radio on-air light comes on with TX (if applicable). Headset Plugged In Testing Radio TX and RX Verify radio TX/RX from both headset jacks. Verify levels OK. Check volume controls for noise, static, or drop-outs. Speaker Mute Verify speaker mutes when muted. Telephone Operation Verify telephone operational through both headset jacks. Check volume controls for noise, static, or drop-outs. Audio Switches Verify audio switches to speaker when phone off-hook if interfaced to phones. Radio Takeover in Headset Verify radio-takeover in headset mic when phone is off-hook, with mic switching to radio and muting phone during push-to-talk. Other Tests Phone Status Light Verify phone status light comes on when phone is off-hook (if applicable). Desk Microphone Operation Confirm desk mic operation (if applicable). Radio Instant Recall Recorder (“IRR”) Operation Verify radio IRR operational on Motorola Solutions dispatch (if applicable). Telephone IRR Operation Verify telephone IRR operational on Motorola Solutions dispatch, if on radio computer. Recording Verify operator position being recorded on long term logging recorder, if included in service agreement Computer Performance Testing Computer Reboot Reboot operator position computer. Computer Operational Confirm client computer is fully operational (if applicable). Audio Testing Conventional Resources Confirm all conventional resources are functional, with adequate audio levels and quality. Secure Mode Confirm any secure talkgroups are operational in secure mode. Trunked Resources Confirm all trunked resources on screen are functioning by placing a call in both directions, at the Customer's discretion, and at a single operator position Backup Resources Confirm backup resources are operational. Logging Equipment Tests Recording - AIS Test Verify audio logging of trunked calls. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-31 DISPATCH SITE CHECKLIST Recording With Customer assistance, test operator position logging on recorder. System Alarms Review alarm system on all logging equipment for errors. Capture Diagnostics Perform recommended diagnostic tests based on equipment, and capture available diagnostic logs. Verify System software Physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Playback Station (Motorola Solutions Provided) Capture Diagnostics Perform recommended diagnostic tests based on equipment, and capture available diagnostic logs. Recall Audio Verify that radio and telephone audio can be recalled. RF SITE CHECKLIST RF PM Checklist Equipment Alarms Verify no warning or alarm indicators. Clean Fans and Equipment Use an antistatic vacuum to clean cooling pathways. Site Frequency Standard Check Check LEDs for proper operation. Basic Voice Call Check Voice test each voice path, radio to radio. Trunking Control Channel Redundancy Roll control channel, test, and roll back. Trunking Site Controller Redundancy, ASTRO 25 Site Repeater only Roll site controllers with no dropped audio. PM Optimization Workbook (See Section 4.4.6.8 Site Performance Evaluation Procedures for GTR tests) Complete Base Station Evaluation tests - Frequency Error, Modulation Fidelity, Forward at Set Power, Reverse at Set Power, and Gen Level Desense no TX. Update station logs. FACILITIES CHECKLIST Visual Inspection Exterior Antenna Site Registration Sign Verify that the Antenna Site Registration sign is posted. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-32 FACILITIES CHECKLIST Warning Sign - Tower Verify that a warning sign is posted on the tower. Warning Sign - Gate Verify that a warning sign is posted at the compound gate entrance. 10 Rule Sign Verify that a 10 rules sign is posted on the inside of the shelter door. Outdoor Lighting Verify operation of outdoor lighting and photocell. Exterior of Building Check exterior of building for damage and disrepair. Fences / Gates Check fences and gates for damage and disrepair. Landscape / Access Road Check landscape and access road for accessibility. Visual Inspection Interior Electrical Surge Protectors Check electrical surge protectors for alarms. Emergency Lighting Verify emergency lighting operation. Indoor Lighting Verify indoor lighting. Equipment Inspection Visually inspect that all hardware, including equipment, cables, panels, batteries, and racks, is in acceptable physical condition for normal operation. Regulatory Compliance (License, ERP, Frequency, Deviation) Check for site and station FCC licensing indicating regulatory compliance. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. UPS Visual inspection (condition, cabling) Check for damage, corrosion, physical connections, dirt and dust, and error indications. Generator Visual Inspection Check panel housing for cracks, rust, and weathering. Check physical connections for corrosion, dirt and dust, or other abnormal conditions. HVAC Coils Check coils for dirt and straightness. Outdoor Unit Check that outdoor unit is unobstructed. Wiring Check wiring for insect and rodent damage. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-33 FACILITIES CHECKLIST Cooling / Heating Check each HVAC unit for cooling/heating. PRIME SITE CHECKLIST Software Verify System software physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Verify System software Installed Verify software versions installed on system. Document any changes. 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. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Verify Redundant Switches Test redundancy in backhaul switches. Carry out core router switchover in coordination with Customer. Routers Equipment Alarms Check LED and/or other status indicators for fault conditions. Capture Diagnostics Perform recommended diagnostic tests based on router type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Verify Redundant Routers Test redundancy in cooperative WAN routers. Carry out core router switchover in coordination with Customer. 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. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-34 PRIME SITE CHECKLIST Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. Site Controller Redundancy (Trunking) Roll site controllers with no dropped audio. Verify Software Verify that the latest MOTOPATCH, released for Windows by Motorola Solutions, has been installed. Comparators Equipment Alarms Verify no warning/alarm indicators. Capture Diagnostics Perform recommended diagnostic tests based on server type. Capture available diagnostic logs. Clean Fans and Equipment Use antistatic vacuum to clean cooling pathways. DISPATCH SITE CHECKLIST 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. Screen Performance Verify screen operational and is not suffering from dead pixels or image burn - in that prevent user operation. Touchscreen Verify touchscreen operation, if present. Cabling/Lights/Fa ns Visual inspection of all equipment cabling, lights, and fans Filters/Fans/Dust Clean all equipment filters and fans and remove dust. Monitor and Hard Drive Confirm monitor and hard drive do not "sleep". DVD/CD Verify and clean DVD or CD drive. Time Synchronization Verify console time is synchronized with NTP server Anti-Virus Verify anti-virus is enabled and that definition files have been updated within two weeks of current date. Headset Unplugged Testing Speakers Test all speakers for audio quality, volume, static, drop-outs, and excess hiss when turned up. Channel Audio in Speaker Verify selected channel audio in select speaker only. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-35 DISPATCH SITE CHECKLIST Footswitch Pedals Verify both footswitch pedals operational. Radio On-Air Light Verify radio on-air light comes on with TX (if applicable). Headset Plugged In Testing Radio TX and RX Verify radio TX/RX from both headset jacks. Verify levels OK. Check volume controls for noise, static, or drop-outs. Speaker Mute Verify speaker mutes when muted. Telephone Operation Verify telephone operational through both headset jacks. Check volume controls for noise, static, or drop-outs. Audio Switches Verify audio switches to speaker when phone off-hook if interfaced to phones. Radio Takeover in Headset Verify radio-takeover in headset mic when phone is off-hook, with mic switching to radio and muting phone during push-to-talk. Other Tests Phone Status Light Verify phone status light comes on when phone is off-hook (if applicable). Desk Microphone Operation Confirm desk mic operation (if applicable). Radio Instant Recall Recorder (“IRR”) Operation Verify radio IRR operational on Motorola Solutions dispatch (if applicable). Telephone IRR Operation Verify telephone IRR operational on Motorola Solutions dispatch, if on radio computer. Recording Verify operator position being recorded on long term logging recorder, if included in service agreement IRR Setup Parameters Check IRR set-up parameters, audio card set-up, and level adjustments. Paging Controls Confirm all paging controls are functional, including third-party encoders if covered by maintenance contract. Computer Performance Testing Computer Reboot Reboot operator position computer. Computer Operational Confirm client computer is fully operational (if applicable). Event Logs Pull event logs and review for major errors. Hard Drive Backup Create backup of drive for offsite storage. Memory Usage Check memory usage. Application Logs and Alerts Review built in application logs and alerts. Hard Drive Usage Check available space, ensure there is a minimum of 10%. Verify Software Verify that the latest MOTOPATCH, released for Windows by Motorola Solutions, has been installed. Audio Testing Conventional Resources Confirm all conventional resources are functional, with adequate audio levels and quality. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-36 DISPATCH SITE CHECKLIST 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. Paging Tones Confirm tone sequences and paging operation. Logging Equipment Tests Recording - AIS Test Verify audio logging of trunked calls. Recording With Customer assistance, test operator position logging on recorder. System Alarms Review alarm system on all logging equipment for errors. Capture Diagnostics Perform recommended diagnostic tests based on equipment, and capture available diagnostic logs. Verify System software Physical media Perform audit of software media on site. Verify that versions, KC numbers, and types match what is deployed to Customer server. Verify Software Verify that the latest MOTOPATCH, released for Windows by Motorola Solutions, has been installed. Playback Station (Motorola Solutions Provided) Capture Diagnostics Perform recommended diagnostic tests based on equipment, and capture available diagnostic logs. Recall Audio Verify that radio and telephone audio can be recalled. RF SITE CHECKLIST RF PM Checklist Equipment Alarms Verify no warning or alarm indicators. Clean Fans and Equipment Use an antistatic vacuum to clean cooling pathways. Site Frequency Standard Check Check LEDs for proper operation. Basic Voice Call Check Voice test each voice path, radio to radio. Trunking Control Channel Redundancy Roll control channel, test, and roll back. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-37 RF SITE CHECKLIST Trunking Site Controller Redundancy, ASTRO 25 Site Repeater only Roll site controllers with no dropped audio. PM Optimization Workbook (See Section 4.4.6.8 Site Performance Evaluation Procedures for GTR tests) Complete Base Station Evaluation tests - Frequency Error, Modulation Fidelity, Forward at Set Power, Reverse at Set Power, and Gen Level Desense no TX. Update station logs. 4.4.6.8 Site Performance Evaluation Procedures The Preventive Maintenance service includes the site performance evaluation procedures listed in this section. ASTRO 25 GTR ESS SITE PERFORMANCE Antennas Transmit Antenna Data Receive Antenna System Data Tower Top Amplifier Data FDMA Mode Base Radio Transmitter Tests Base Radio Receiver Tests Base Radio Transmit RFDS Tests Receive RFDS Tests with TTA (if applicable) Receive RFDS Tests without TTA (if applicable) TDMA Mode Base Radio TDMA Transmitter Tests Base Radio TDMA Receiver Tests TDMA Transmit RFDS Tests TDMA Receive RFDS Tests with 432 Diversity TTA TDMA Receive RFDS Tests with 2 Independent TTA's (if applicable) TDMA Receive RFDS Tests without TTA (if applicable) Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-38 4.4.7 Security Monitoring Motorola Solutions’ ASTRO 25 Security Monitoring provides radio network security element monitoring by experienced, specialized security technologists with extensive experience working with ASTRO 25 mission-critical networks. For highly complex or unusual security events, Motorola Solutions’ technologists have rapid direct access to Motorola Solutions engineers for rapid resolution. 4.4.7.1 Description of Service Security Monitoring provides continuous monitoring of authentication logs and monitors for potential introduction of malware software into the ASTRO 25 network . 4.4.7.2 Scope Security Monitoring is available 24 hours a day, 7 days a week. The service is delivered by the Motorola Solutions Secure Operations Center (“SOC”). The SOC is part of Motorola Solutions’ Centralized Managed Support Operations (“CMSO”), and is staffed by highly trained and experienced security professionals. When a security event is detected, the security specialists will run remote diagnostics and initiate an appropriate response. This response may consist of continuing to monitor the event for further development, attempting to remotely restore the system, or logging an incident for dispatch of a field service technician. Motorola Solutions will respond to events in accordance with Section 4.4.7.8: Security Monitoring Priority Level Definitions and Response Times. 4.4.7.3 Inclusion Anti-malware Monitoring – ASTRO 25 comes installed with Anti-malware software. Motorola Solutions will remotely monitor ASTRO 25 anti-malware software for activity such as deletion, quarantine, and alerting of suspicious software. Authentication Monitoring – ASTRO 25 may be accessed by users by way of Windows and RSA logins. Motorola Solutions will remotely monitor such logins for repeated failures and locked accounts. Firewall Monitoring – ASTRO 25 systems may be deployed with certain firewalls, as described in Section 4.4.7.7: Potential ASTRO 25 Firewalls, which may or may not support remote monitoring. Motorola Solutions will remotely monitor those firewalls that support such monitoring. Intrusion Detection System (“IDS”) Monitoring. – An IDS is an option for ASTRO 25 that may be deployed between the ASTRO 25 firewall and the CEN. Motorola Solutions will remotely monitor an IDS for the Customer where applicable. Centralized Event Logging – ASTRO 25 has provided the ability to forward device syslogs to a single virtual server called Centralized Syslog Server. This allows monitoring of Linux components for authentication events. Motorola Solutions will remotely monitor syslog data elements forwarded by the centralized event logging server specific to the monitored ASTRO 25 system. Not all elements within the network will be supported for forwarding in every ASTRO 25 system release. The Customer and CSM will document the specific supported elements in the Customer Support Plan (“CSP”). Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-39 4.4.7.4 Motorola Solutions Responsibilities Provide, maintain, and when necessary replace, hardware and software required to monitor ASTRO 25 security elements. Hardware may include a firewall, router, or physical server. Software may include virtual servers either on the ASTRO 25 core or a separate physical server, as well as related OS, SIEM collectors, and software that support update distribution and remote diagnostics. 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 system 24/7/365 for malicious or unusual activity. Post security reports to MyView Portal. 4.4.7.5 Customer Responsibilities Security Monitoring requires a connection from the Customer’s ASTRO 25 system to Motorola Solutions’ SOC. Motorola Solutions offers either a T1 or a Virtual Private Network (“VPN”) link through a Customer-supplied internet connection. Connectivity needs to be established before service commences. Permit Motorola Solutions continuous remote access to monitor the ASTRO 25 system. This includes keeping the connection plugged-in, providing passwords, and working with Motorola Solutions to understand and maintain proper administration privileges. Provide continuous utility service to any Motorola Solutions equipment installed or utilized at the Customer’s premises to support service delivery. Provide Motorola Solutions with contact information necessary to complete the CSP. Notify the Customer’s Customer Support Manager (“CSM”) within two weeks of any contact changes. Validate that Motorola Solutions is monitoring the components defined in the CSP and notify Motorola Solutions if any new components need to be incorporated in Security Monitoring. As necessary, upgrade the ASTRO 25 system to supported releases. Allow Motorola Solutions dispatched field service technicians physical access to the equipment when required. Comply with the terms of the applicable license agreements between Customer and the non-Motorola Solutions software copyright owners. Cooperate with Motorola Solutions and perform all acts that are reasonable or necessary to enable Motorola Solutions to provide the services described in this SOW. Ensure that all monitored devices within the network have a properly configured Syslog agent, which is forwarding events to the centralized event log server. Obtain any third party consents required to enable Motorola Solutions to provide the monitoring service. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-40 4.4.7.6 Disclaimer Disclaimer: “AS IS”. MOTOROLA SOLUTIONS’ ASTRO 25 SECURITY MONITORING SERVICES ARE PROVIDED “AS IS”. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED. Motorola Solutions does not guarantee that the Customer's system will be error-free or immune to security breaches as a result of these services. 4.4.7.7 Potential ASTRO 25 Firewalls Table 4-9: Potential ASTRO Firewalls Firewall Description Customer Network Interface (“CNI”) This firewall separates the ASTRO 25 Radio Network from the Customer’s IT network, which is often referred to as the CEN or Customer Enterprise network. There are single and redundant (high-availability) options for the CNI. The redundant option includes two firewalls. Both firewalls must be monitored in the redundant case. Dynamic System Resilience (“DSR”) This is an ASTRO 25 option where a geographically separated backup master site is implemented as a “hot-standby” in case the primary becomes inoperable due to a failure. This option potentially doubles the number of firewalls in the system. Zone Core Protection (“ZCP”) This ASTRO 25 option places firewalls at the master site where the RF and console sites connect. This prevents a compromised site from being used to attack the core or other sites. For redundancy, there are always 2 firewalls in this option. Telephone Interconnect (“TI”) This ASTRO 25 option allows calls to be made to and from ASTRO 25 subscribers. One firewall is required to protect the RNI. The TI firewall may also be used to protect ISSI connections. Inter RF Subsystem Interface (“ISSI”) This option allows connectivity to a separate system. This connection can be to another P25 system, or to non-P25 systems through an additional interface, such as WAVE. In both cases, one firewall is necessary to protect the RNI. The ISSI firewall may also be used to protect TI connections. MCC 7100 Dispatch Console The MCC 7100 Dispatch Console may be configured so that it can connect via Virtual Private Network (“VPN”) through an internet connection. A firewall is required to terminate on the ASTRO 25 side of that connection. This firewall may be physically located at either a console site or the master site, and there may be multiple firewalls for this purpose. Custom The Customer may opt to install their own firewalls and request that Motorola Solutions monitor them. The most common location is at console sit es. The Customer will have to work with Motorola Solutions to determine if and how custom firewalls can be monitored. Monitoring these firewalls may require an additional fee. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-41 4.4.7.8 Security Monitoring Priority Level Definitions and Response Times Table 4-10: Priority Level Definitions and Response Times Incident Priority Incident Definition Response Time Critical P1 Security incidents that have caused, or are suspected to have caused significant and/or widespread damage to the functionality of the Customer’s ASTRO 25 system or information stored within it. Effort to recover from the incident may be significant. Examples: Malware that is not quarantined by anti-virus Evidence that a monitored component has communicated with suspected malicious actors. Response provided 24 hours, 7 days a week, including US Holidays. High P2 Security incidents that have localized impact, but have the potential to become more serious if not quickly addressed. Effort to recover from the incident may be moderate to significant. Examples: Malware that is quarantined by antivirus. Multiple behaviors observed in the system that are consistent with known attacker techniques. Response provided 24 hours, 7 days a week, including US Holidays. Medium P3 Security incidents that potentially indicate an attacker is performing reconnaissance or initial attempts at accessing the system. Effort to recover from the incident may be low to moderate. Examples include: Suspected unauthorized attempts to log into user accounts. Suspected unauthorized changes to system configurations, such as firewalls or user accounts. Observed failures of security components. Response provided Monday through Friday 8 a.m. to 5 p.m. local time, excluding US Holidays. Low P4 Routine, informational events that are expected to be benign, but are captured and tracked to provide context in case of future incidents. Examples include: 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. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-42 4.5 PRIORITY LEVEL DEFINITIONS AND RESPONSE TIMES Table 4-11 describes the criteria Motorola Solutions uses to prioritize incidents and service requests, and lists the response times for those priority levels. Table 4-11: Priority Level Definitions and Response Times Incident Priority Incident Definition Initial Response Time On-site Response Time Critical P1 Core: Core server or core link failure. No redundant server or link available. Sites/Subsites: Primary site down. Two RF sites or more than 10% of RF sites down, whichever is greater. Consoles: More than 40% of a site’s console positions down. Conventional Channels: Conventional Channel Gateways (CCGW) down without redundant gateways available. Security Features: Security is non- functional or degraded. Alarm Events: Door, motion, intrusion, power failure, or environmental alarms triggered. Response provided 24/7 until service restoration. Technical resource will acknowledge incident and respond within 30 minutes of CMSO logging incident. Response provided 24/7 until service restoration. Field service technician arrival on-site within 4 hours of receiving dispatch notification. High P2 Core: Core server or link failures. Redundant server or link available. Consoles: Between 20% and 40% of a site’s console positions down. Sites/Subsites: One RF site or up to 10% of RF sites down, whichever is greater. Conventional Channels: Up to 50% of CCGWs down. Redundant gateways available. Network Elements: Site router, site switch, or GPS server down. No redundant networking element available. Response provided 24/7 until service restoration. Technical resource will acknowledge incident and respond within 1 hour of CMSO logging incident. Response provided 24/7 until service restoration. Field service technician arrival on-site within 4 hours of receiving dispatch notification. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Advanced Services Statement of Work for Master, RF, and Console Site Support 4-43 Incident Priority Incident Definition Initial Response Time On-site Response Time Medium P3 Consoles: Up to 20% of a site’s console positions down. Conventional Channels: Single channel down. Redundant gateway available. Network Elements: Site router/switch or GPS server down. Redundant networking element available. Response provided during normal business hours until service restoration. Technical resource will acknowledge incident and respond within 4 hours of CMSO logging incident. Response provided during normal business hours until service restoration. Field service technician arrival on-site within 8 hours of receiving dispatch notification. Low P4 Service Requests: Minor events and warnings in the system. Preventative and planned maintenance activities (scheduled work). Response provided during normal business hours. Motorola Solutions will acknowledge and respond within 1 Business Day. Not applicable. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-1 SECTION 5 ASTRO 25 SYSTEM UPGRADE AGREEMENT II (SUA II) STATEMENT OF WORK 5.1 DESCRIPTION OF SERVICE AND OBLIGATIONS 1.1 As system releases become available, Motorola agrees to provide the Customer with the software, hardware and implementation services required to execute up to one system infrastructure upgrade in a two-year period for their ASTRO 25 system. 1.2 The Customer has, at its option, the choice of upgrading in either Year 1 or Year 2 of the coverage period. To be eligible for the recurring ASTRO 25 SUA II, the ASTRO 25 system must be in the Standard Support Period. 1.3 ASTRO 25 system releases are intended to improve the system functionality and operation from previous releases and may include some minor feature enhancements. At Motorola’s option, system releases may also include significant new feature enhancements that Motorola may offer for purchase. System release software and hardware shall be pre-tested and certified in Motorola’s Systems Integration Test lab. 1.4 The price quoted for the SUA II requires the Customer to choose a certified system upgrade path from the system release upgrade chart referenced in Appendix A. Should the Customer elect an upgrade path other than one listed in Appendix A, the Customer agrees that additional costs will be incurred to complete the implementation of the system upgrade. In this case, Motorola agrees to provide a price quotation for any additional materials and services necessary. 1.5 ASTRO 25 SUA II entitles a Customer to past software versions for the purpose of downgrading product software to a compatible release version. 1.6 The following ASTRO 25 certified system release software for the following products are covered under this ASTRO 25 SUA II: 1.6.1 Servers 1.6.2 Workstations 1.6.3 Firewalls 1.6.4 Routers 1.6.5 LAN switches 1.6.6 MCC 7XXX Dispatch Consoles 1.6.7 GTR8000 Base Stations 1.6.8 GCP8000 Site Controllers 1.6.9 GCM8000 Comparators 1.6.10 Motorola Solutions Logging Interface Equipment Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-2 1.6.11 PBX switches for Telephone Interconnect 1.6.12 NICE and Verint Logging Solutions (if purchased) 1.7 Motorola will provide certified hardware version updates and/or replacements necessary to upgrade the system with an equivalent level of functionality up to once in a two-year period. Hardware will be upgraded and/or replaced if required to maintain the existing features and functionality. Any updates to hardware versions and/or replacement hardware required to support new features or those not specifically required to maintain existing functionality are not included. Unless otherwise stated, platform migrations such as, but not limited to, stations, consoles, backhaul, civil, network changes and additions, and managed services are not included. 1.8 The following hardware components, if originally provided by Motorola, are eligible for full product replacement when necessary per the system release upgrade: 1.8.1 Servers 1.8.2 Workstations 1.8.3 CommandCentral AXS Hub 1.8.4 Routers 1.8.5 LAN Switches 1.9 The following hardware components, if originally provided by Motorola, are eligible for board-level replacement when necessary per the system release upgrade. A “board-level replacement” is defined as any Field Replaceable Unit (“FRU”) for the products listed below: 1.9.1 GTR 8000 Base Stations 1.9.2 GCP 8000 Site Controllers 1.9.3 GCM 8000 Comparators 1.9.4 MCC 7XXX Dispatch Consoles 1.10 ASTRO 25 SUA II makes available the subscriber radio software releases that are shipping from the factory during the SUA II coverage period. New subscriber radio options and features not previously purchased by the Customer are excluded from ASTRO 25 SUA II coverage. Additionally, subscriber software installation and reprogramming are excluded from the ASTRO 25 SUA II coverage. 1.11 The ASTRO 25 SUA II does not cover all products. Refer to section 3.0 for exclusions and limitations. 1.12 Motorola will provide implementation services necessary to upgrade the system to a future system release with an equivalent level of functionality up to once in a two-year period. Any implementation services that are not directly required to support the certified system upgrade are not included. Unless otherwise stated, implementation services necessary for system expansions, platform migrations, and/or new features or functionality that are implemented concurrently with the certified system upgrade are not included. 1.13 As system releases become available, Motorola will provide up to once in a two-year period the following software design and technical resources necessary to complete system release upgrades: 1.13.1 Review infrastructure system audit data as needed. 1.13.2 Identify additional system equipment needed to implement a system release, if applicable. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-3 1.13.3 Complete a proposal defining the system release, equipment requirements, installation plan, and impact to system users. 1.13.4 Advise Customer of probable impact to system users during the actual field upgrade implementation. 1.13.5 Program management support required to perform the certified system upgrade. 1.13.6 Field installation labor required to perform the certified system upgrade. 1.13.7 Upgrade operations engineering labor required to perform the certified system upgrade. 1.14 ASTRO 25 SUA II pricing is based on the system configuration outlined in Appendix C. This configuration is to be reviewed annually from the contract effective date. Any change in system configuration may require an ASTRO 25 SUA II price adjustment. 1.15 The ASTRO 25 SUA II applies only to system release upgrades within the ASTRO 25 7.x platform. 1.16 Motorola will issue Software Maintenance Agreement (“SMA”) bulletins on an annual basis and post them in soft copy on a designated extranet site for Customer access. Standard and optional features for a given ASTRO 25 system release are listed in the SMA bulletin. 5.2 UPGRADE ELEMENTS AND CORRESPONDING PARTY RESPONSIBILITIES 2.1 Upgrade Planning and Preparation: All items listed in this section are to be completed at least 6 months prior to a scheduled upgrade. 2.1.1 Motorola responsibilities 2.1.1.1 Obtain and review infrastructure system audit data as needed. 2.1.1.2 Identify the backlog accumulation of security patches and antivirus updates needed to implement a system release. If applicable, provide a quote for the necessary labor, security patches and antivirus updates. 2.1.1.3 If applicable, identify additional system hardware needed to implement a system release and if the customer has added hardware that is not covered under this agreement. 2.1.1.4 Complete a proposal defining the system release, equipment requirements, installation plan, and impact to system users. 2.1.1.5 Advise Customer of probable impact to system users during the actual field upgrade implementation. 2.1.1.6 Inform Customer of high speed internet connection requirements. 2.1.1.7 Assign program management support required to perform the certified system upgrade. 2.1.1.8 Assign field installation labor required to perform the certified system upgrade. 2.1.1.9 Assign upgrade operations engineering labor required to perform the certified system upgrade. 2.1.1.10 Deliver release impact and change management training to the primary zone core owners, outlining the changes to their system as a result of the upgrade path elected. This training needs to be completed at least 12 weeks prior to Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-4 the scheduled upgrade. This training will not be provided separately for user agencies who reside on a zone core owned by another entity. Unless specifically stated in this document, Motorola will provide this training only once per system. 2.1.2 Customer responsibilities 2.1.2.1 Contact Motorola to schedule and engage the appropriate Motorola resources for a system release upgrade. 2.1.2.2 Purchase the security patches, antivirus updates and the labor necessary to address any security updates backlog accumulation identified in Section 2.1.1.2, if applicable. Unless otherwise agreed in writing between Motorola and Customer, the installation and implementation of accumulated backlog security patches and network updates is the responsibility of the Customer. 2.1.2.3 Provide high-speed internet connectivity at the zone core site(s) for use by Motorola to perform remote upgrades and diagnostics. High-speed internet connectivity must be provided at least 12 weeks prior to the scheduled upgrade. In the event access to a high-speed connection is unavailable, Customer may be billed additional costs to execute the system release upgrade. 2.1.2.4 Assist in site walks of the system during the system audit when necessary. 2.1.2.5 Provide a list of any FRUs and/or spare hardware to be included in the system release upgrade when applicable. 2.1.2.6 Purchase any additional software and hardware necessary to implement optional system release features or system expansions. 2.1.2.7 Provide or purchase labor to implement optional system release features or system expansions. 2.1.2.8 Participate in release impact training at least 12 weeks prior to the scheduled upgrade. This applies only to primary zone core owners. It is the zone core owner’s responsibility to contact and include any user agencies that need to be trained or to act as a training agency for those users not included. 2.2 System Readiness Checkpoint: All items listed in this section must be completed at least 30 days prior to a scheduled upgrade. 2.2.1 Motorola responsibilities 2.2.1.1 Perform appropriate system backups. 2.2.1.2 Work with the Customer to validate that all system maintenance is current. 2.2.1.3 Work with the Customer to validate that all available security patches and antivirus updates have been updated on the customer’s system. 2.2.1.3.1 Motorola reserves the right to charge the Customer for the security patches, antivirus updates and the labor necessary to address any security updates backlog accumulation, in the event that these are not completed by the Customer at the System Readiness Checkpoint. 2.2.2 Customer responsibilities 2.2.2.1 Validate system maintenance is current. 2.2.2.2 Validate that all available security patches and antivirus updates to their system have been completed or contract Motorola to complete in time for the System Readiness Checkpoint. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-5 2.3 System Upgrade 2.3.1 Motorola responsibilities 2.3.1.1 Perform system infrastructure upgrade in accordance with the system elements outlined in this SOW. 2.3.2 Customer responsibilities 2.3.2.1 Inform system users of software upgrade plans and scheduled system downtime. 2.3.2.2 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide software upgrade services. 2.4 Upgrade Completion 2.4.1 Motorola responsibilities 2.4.1.1 Validate all certified system upgrade deliverables are complete as contractually required. 2.4.1.2 Deliver post upgrade implementation training to the customer as needed, up to once per system. 2.4.1.3 Obtain upgrade completion sign off from the customer. 2.4.2 Customer Responsibilities 2.4.2.1 Cooperate with Motorola in efforts to complete any post upgrade punch list items as needed. 2.4.2.2 Cooperate with Motorola to provide relevant post upgrade implementation training as needed. This applies only to primary zone core owners. It is the zone core owner’s responsibility to contact and include any user agencies that need to be trained or to act as a training agency for those users not included. 2.4.2.3 Provide Motorola with upgrade completion sign off. 5.3 EXCLUSIONS AND LIMITATIONS 3.1 The parties agree that Systems that have non-standard configurations that have not been certified by Motorola Systems Integration Testing are specifically excluded from the ASTRO 25 SUA II unless otherwise agreed in writing by Motorola and included in this SOW. 3.2 The parties acknowledge and agree that the ASTRO 25 SUA II does not cover the following products: MCC5500 Dispatch Consoles MIP5000 Dispatch Consoles Plant/E911 Systems MOTOBRIDGE Solutions ARC 4000 Systems Motorola Public Sector Applications Software (“PSA”) Custom SW, CAD, Records Management Software Data Radio Devices Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-6 Mobile computing devices such as Laptops Non-Motorola two-way radio subscriber products Genesis Products Point-to-point products such as microwave terminals and association multiplex equipment 3.3 ASTRO 25 SUA II does not cover any hardware or software supplied to the Customer when purchased directly from a third party, unless specifically included in this SOW. 3.4 ASTRO 25 SUA II services do not include repair or replacement of hardware or software that is necessary due to defects that are not corrected by the system release, nor does it include repair or replacement of defects resulting from any nonstandard, improper use or conditions; or from unauthorized installation of software. 3.5 ASTRO 25 SUA II does not cover or include deliverables included with the Security Update Service. This means that the SUA II does not include software support for virus attacks or other applications that are not part of the ASTRO 25 system or unauthorized modifications or other misuse of the covered software. Motorola is not responsible for management of anti-virus or other security applications, unless specifically contracted. 3.6 ASTRO 25 SUA II does not cover the labor or materials associated with the backlog accumulation of security patches or antivirus updates. Additional fees may apply as outlined in Section 2.1.1.2. 3.7 At the time of upgrade, Motorola will provide the latest applicable software, patches and antivirus updates when and if available, as a part of the system release upgrade. The security patches and antivirus updates delivered as part of this upgrade are intended to bring the system current in all respects but does not imply that the customer is eligible for ongoing security patching. The upgrade may include 3rd party SW such as Microsoft Windows and Server OS, Red Hat Linux, and any Motorola software service packs that may be available. Motorola will only provide patch releases that have been analyzed, pre-tested, and certified in a dedicated ASTRO 25 test lab to ensure that they are compatible and do not interfere with the ASTRO 25 network functionality. 3.8 Upgrades for equipment add-ons or expansions during the term of this ASTRO 25 SUA II are not included in the coverage of this SOW unless otherwise agreed to in writing by Motorola. 5.4 SPECIAL PROVISIONS 4.1 Customer acknowledges that if the System has a Special Product Feature, that it may be overwritten by the software update. Upon request, Motorola will determine whether a Special Product Feature can be incorporated into a system release and whether additional engineering effort is required. If additional engineering is required Motorola will issue a change order for the change in scope and associated increase in the price for the ASTRO 25 SUA II. 4.2 Customer will only use the software (including any System Releases) in accordance with the applicable Software License Agreement. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-7 4.3 ASTRO 25 SUA II coverage and the parties’ responsibilities described in this Statement of Work will automatically terminate if Motorola no longer supports the ASTRO 25 7.x software version in the Customer’s system or discontinues the ASTRO 25 SUA II program; in either case, Motorola will refund to Customer any prepaid fees for ASTRO 25 SUA II services applicable to the terminated period. 4.4 If Customer chooses to not have Motorola apply the security patches and antivirus updates as described in 2.1.1.2 and this delays or postpones the system software update, Motorola reserves the right to charge the Customer a fee equivalent to the costs incurred by the Motorola Solutions Upgrade Operations Team for the unplanned and additional time on site. Any additional fees to be provided in a quote or other writing. 4.5 If Customer cancels a scheduled upgrade within less than 12 weeks of the scheduled on site date, Motorola reserves the right to charge the Customer a cancellation fee equivalent to the cost of the pre-planning efforts completed by the Motorola Solutions Upgrade Operations Team. 4.6 The SUA II annualized price is based on the fulfillment of the two-year term. If Customer terminates, except if Motorola is the defaulting party, Customer will be required to pay for the balance of payments owed if a system release upgrade has been taken prior to the point of termination. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-8 APPENDIX A – ASTRO 25 SYSTEM RELEASE UPGRADE PATHS ASTRO System Release Certified Upgrade Paths Pre-7.15 Release in the Standard Support Period 7.15 7.17.X* 7.16 7.18 7.17.X* A2019.2, A2020.1 7.18 A2021.1 * Includes planned incremental releases The information contained herein is provided for information purposes only and is intended only to outline Motorola’s presently anticipated general technology direction. The information in the roadmap is not a commitment or an obligation to deliver any product, product feature or software functionality and Motorola reserves the right to make changes to the content and timing of any product, product feature or software release. The most current system release upgrade paths can be found in the most recent SMA bulletin. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-9 APPENDIX B – HIGH-SPEED CONNECTIVITY SPECIFICATIONS Connectivity Requirements The minimum supported link between the core and the zone is a full T1 Any link must realize a sustained transfer rate of 175 kBps / 1.4 Mbps or better, bidirectional Interzone links must be fully operational when present Link reliability must satisfy these minimum QoS levels: Port availability must meet or exceed 99.9% (three nines) Round trip network delay must be 100 ms or less between the core and satellite (North America) and 400 ms or less for international links Packet loss shall be no greater than 0.3% Network jitter shall be no greater than 2 ms Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted ASTRO 25 System Upgrade Agreement II (SUA II) Statement of Work 5-10 APPENDIX C – SYSTEM PRICING CONFIGURATION This configuration is to be reviewed annually from the contract effective date. Any change in system configuration may require an ASTRO 25 SUA II price adjustment. Master Site Configuration Qty # of M3 Master Sites # DSR Sites 1 1 System Level Features Network Management Clients 9 Unified Network Services (UNS) ex: POP25, Presence Notifier, Text Messaging, Outdoor Location, KMF/OTAR 1 Security Configuration Firewalls 2 RF Site Configuration Simulcast Prime Sites (co-located/redundant) and Conventional XLC Site 10 RF Sites (includes Simulcast sub-sites, ASR sites, HPD sites) 38 GTR 8000 Base Stations 479 Dispatch Site Configuration # of Dispatch Sites 32 MCC7500 Dispatch Consoles 168 AIS 4 CCGWs 92 Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Contractual Documentation 6-1 SECTION 6 CONTRACTUAL DOCUMENTATION This proposal is subject to the terms and conditions contained in the Amended and Restated Master Purchase and Service Agreement, dated October 31, 2011, between Motorola and the City of Glendale (“Agreement”) and the attached Lifecycle Management Addendum. Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Contractual Documentation 6-2 LIFECYCLE MANAGEMENT ADDENDUM This Addendum to the Communications System and Services Agreement or other previously executed Agreement currently in force, as applicable (“Primary Agreement”) provides additional or different terms and conditions to govern the sale of Lifecycle Management services. The terms in this Addendum are integral to and incorporated into the Primary Agreement signed by the Parties. 1. DEFINITIONS All capitalized terms not otherwise defined herein shall have the same meaning as defined in the Agreement. “Lifecycle Management Services” means the upgrade services as defined in the applicable Statement(s) of Work. “SUA” or “SUA II” means Motorola’s Software Upgrade Agreement program. 2. SCOPE Motorola will provide Services as further described in the applicable Statement of Work, or attachment to Motorola’s proposal for additional services. 3. TERMS AND CONDITIONS The terms of the Primary Agreement combined with the terms of this Addendum will govern the products and services offered pursuant to this Addendum. To the extent there is a conflict between the terms and conditions of the Primary Agreement and the terms and conditions of this Addendum, this Addendum takes precedence. 3.2 LIFECYCLE MANAGEMENT SERVICES 3.2.1 PURCHASE ORDER ACCEPTANCE. Purchase orders for SUA, NUA or MUA services and software support, during the Warranty Period or after the Warranty Period, become binding only when accepted in writing by Motorola. 3.2.2 The Software License Agreement included as Exhibit A to the Agreement applies to any Motorola Software provided as part of the Lifecycle Management transactions. 3.2.3 The term of this Addendum is 6 years, commencing on July 1, 2022. The Lifecycle Management Price for the 6 years of services is $4,847,101, excluding applicable sales or use taxes but including discounts as more fully set forth in the pricing pages. Because the Lifecycle Management services are subscription services as more fully described in the applicable Statement of Work, payment from Customer is due in advance and will not be in accordance with any Payment Milestone Schedule. 3.2.4 The System upgrade will be scheduled during the subscription period and will be Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Contractual Documentation 6-3 performed when Motorola’s system upgrade operation resources are available. Because there might be a significant time frame between when this Amendment is executed and when a System upgrade transaction is performed, Motorola may substitute any of the promised Equipment or Software so long as the substitute is equivalent or superior to the initially promised Equipment or Software. 3.2.5 Acceptance of a Lifecycle Management transaction occurs when the Equipment (if any) and Software are delivered and the Lifecycle Management services are fully performed; there is no Acceptance Testing with a Lifecycle Management transaction. 3.2.6 The Warranty Period for any Equipment or Motorola Software provided under a Lifecycle Management transaction will commence upon shipment and not on System Acceptance or Beneficial Use, and is for a period of ninety (90) days rather than one (1) year. The ninety (90) day warranty for Lifecycle Management services is set forth in the applicable Statement of Work. 3.2.7 In addition to the description of the services and exclusions provided in the Statement of Work, the following apply: a) Upon reasonable request by Motorola, Customer will provide a complete serial and model number list of the Equipment. b) services exclude the repair or replacement of Equipment that has become defective or damaged from use in other than the normal, customary, intended, and authorized manner; use not in compliance with applicable industry standards; excessive wear and tear; or accident, liquids, power surges, neglect, acts of God or other force majeure events. c) Unless specifically included in this Addendum or the Statement of Work, services exclude items that are consumed in the normal operation of the Equipment; accessories; 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. d) Customer will provide Motorola with designated points of contact (list of names and phone numbers) that will be available during the performance of the services. 3.2.8 The annualized price is based on the fulfillment of the two year cycle. If Customer terminates this service during a two year cycle, except for Motorola’s default, then Customer will be required to pay for the balance of payments owed for the two year cycle if a major system release has been implemented before the point of termination. 3.2.9 If Customer terminates this service and contractual commitment before the end of the 6 year term, for any reason other than Motorola’s default, then the Customer will pay to Motorola a Interagency Communications Interoperability, JPA December 22, 2021 Six-Year P25 System Advanced Plus Services Proposal Use or disclosure of this proposal is subject to the restrictions on the cover page. Motorola Solutions Confidential Restricted Contractual Documentation 6-4 termination fee equal to the discount applied to the last three years of service payments related to the 6 year commitment. 3.2.10 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). 4. ENTIRE AGREEMENT. This Addendum, any related attachments, and the Agreement, constitutes the entire agreement of the Parties regarding the subject matter of this Addendum and supersedes all previous agreements, proposals, and understandings, whether written or oral, relating to this subject matter. This Addendum 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 Addendum, even if a representative of each Party signs that document. The Parties hereby enter into this Agreement as of the Effective Date. Motorola Solutions, Inc. Customer By: ______________________________ By: ______________________________ Name: ___________________________ Name: ____________________________ Title: ____________________________ Title: _____________________________ Date: ____________________________ Date: ____________________________ SERVICE AGREEMENT 500 W Monroe St Chicago, IL 60661 (800) 247-2346 Contract Number: USC000126527 Contract Modifier: R11-MAR-22 21:44:30 Date: 08-JUN-2022 Company Name: Arcadia, City Of P.O.#: N/A Customer #: 1000410936 Attn.: Lt. Mike Castro Bill to Tag#: 0001 Billing Address: 250 W Huntington Dr Contract Start Date: 01-JUL-2022 City, State, Zip Code: Arcadia, CA 91006 Contract End Date: 30-JUN-2028 Customer Contact: Lt. Mike Castro Payment Cycle: ANNUALLY Phone: 626-574-5156 Currency: USD QTY MODEL/OPTION SERVICES DESCRIPTION MONTHLY EXT EXTENDED AMT ***** Recurring Services ***** LSV01S01108A ASTRO SYSTEM ADVANCED PACKAGE $11,289.26 $135,471.07 SSV01S01624A ASTRO SYSTEM UPGRADE AGREEMENT CC $1,285.14 $15,421.59 SSV01S01626A ASTRO SUA UO IMPLEMENTATION SERVICES CC $0.00 $0.00 SSV01S01628A ASTRO SUA FIELD IMPLEMENTATION SVC CC $88.95 $1,067.41 SSV01S01630A SUA RELEASE IMPACT TRAINING CC $0.00 $0.00 SSV01S01631A SUA RELEASE IMPLEMENTATION TRAINING CC $0.00 $0.00 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 $204.83 $2,457.97 SVC04SVC0169A SYSTEM UPGRADE AGREEMENT II $2,705.68 $32,468.03 Sub Total $15,573.84 $186,886.07 SPECIAL INSTRUCTIONS - ATTACH STATEMENT OF WORK FOR PERFORMANCE DESCRIPTIONS ***Refer to ICI Six-Year P25 System Advanced Plus Services Proposal for agency pricing breakdown*** Year 1 Total = $28,853.06 ($20,688.06 + $8,165) Year 2 Total = $29,799.66 ($21,475.66 + $8,324) Year 3 Total = $30,547.40 ($22,062.40 + $8,485) Year 4 Total = $31,531.71 ($22,883.71 + $8,648) Year 5 Total = $32,550.34 ($23,737.34 + $8,813) Year 6 Total = $33,603.90 ($24,623.90 + $8,980) 4 MCC7500 Consoles Taxes $409.06 $4,908.68 Grand Total $15,982.90 $191,794.75 THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING JURISDICTIONS WHERE APPLICABLE, TO BE VERIFIED BY MOTOROLA SOLUTIONS I received Statements of Work that describe the services provided on this Agreement. Motorola's Service Terms and Conditions, a copy of which is attached to this Service Agreement, is incorporated herein by this reference. Revised Oct 9, 2021 Highlighted cybersecurity services added when applicable: SECURITY PATCHING Remote Security Update Service [ ] Does Not Apply [ ] Opt Out - I have received a briefing on this service and choose not to subscribe. Security Update Service [ ] Does Not Apply [ ] Opt Out - I have received a briefing on this service and choose not to subscribe. THREAT DETECTION Managed Detection & Response [ ] Does Not Apply [ ] Opt Out - I have received a briefing on this service and choose not to subscribe. AUTHORIZED CUSTOMER SIGNATURE TITLE DATE …………………… ………………… CUSTOMER (PRINT NAME) MOTOROLA REPRESENTATIVE (SIGNATURE) TITLE DATE ROBERT RUSSELL (714)8532012 MOTOROLA REPRESENTATIVE (PRINT NAME) PHONE Company Name : Arcadia, City Of Contract Number : USC000126527 Contract Modifier : R11-MAR-22 21:44:30 Contract Start Date : 01-JUL-2022 Contract End Date : 30-JUN-2028 Revised Oct 9, 2021 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 than the normal, customary, intended, and authorized manner; use not in compliance with applicable industry standards; Revised Oct 9, 2021 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 Motorola for those charges and expenses. Section 7. CUSTOMER CONTACT Customer will provide Motorola with designated points of contact (list of names and phone numbers) that will be available twenty-four (24) hours per day, seven (7) days per week, and an escalation procedure to enable Customer’s personnel to maintain contact, as needed, with Motorola. Section 8. INVOICING AND PAYMENT 8.1 Customer affirms that a purchase order or notice to proceed is not required for the duration of this service contract and will appropriate funds each year through the contract end date. Unless alternative payment terms are stated in this Agreement, Motorola will invoice Customer in advance for each payment period. All other charges will be billed monthly, and Customer must pay each invoice in U.S. dollars within twenty (20) days of the invoice date. 8.2 Customer will reimburse Motorola for all property taxes, sales and use taxes, excise taxes, and other taxes or assessments that are levied as a result of Services rendered under this Agreement (except income, profit, and franchise taxes of Motorola) by any governmental entity. The Customer will pay all invoices as received from Motorola. At the time of execution of this Agreement, the Customer will provide all necessary reference information to include on invoices for payment in accordance with this Agreement. 8.3 For multi-year service agreements, at the end of the first year of the Agreement and each year thereafter, a CPI percentage change calculation shall be performed using the U.S.Department of Labor, Consumer Price Index, all Items, Unadjusted Urban Areas (CPI-U). Should the annual inflation rate increase greater than 3% during the previous year, Motorola shall have the right to increase all future maintenance prices by the CPI increase amount exceeding 3%. All items, not seasonally adjusted shall be used as the measure of CPI for this price adjustment. Measurement will take place once the annual average for the New Year has been posted by the Bureau of Labor Statistics. For purposes of illustration, if in year 5 the CPI reported an increase of 8%, Motorola may increase the Year 6 price by 5% (8%-3% base) Section 9. WARRANTY Motorola warrants that its Services under this Agreement will be free of defects in materials and workmanship for a period of ninety (90) days from the date the performance of the Services are completed. In the event of a breach of this warranty, Customer’s sole remedy is to require Motorola to re-perform the non-conforming Service or to refund, on a pro-rata basis, the fees paid for the non-conforming Service. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Section 10. DEFAULT/TERMINATION 10.1. If either party defaults in the performance of this Agreement, the other party will give to the non-performing party a written and detailed notice of the default. The non-performing party will have thirty (30) days thereafter to provide a written plan to cure the default that is acceptable to the other party and begin implementing the cure plan immediately after plan approval. If the non-performing party fails to provide or implement the cure plan, then the injured party, in addition to any other rights available to it under law, may immediately terminate this Agreement effective upon giving a written notice of Revised Oct 9, 2021 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, REVENUES, PROFITS OR SAVINGS; OR OTHER SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO OR ARISING FROM THIS AGREEMENT OR THE PERFORMANCE OF SERVICES BY MOTOROLA PURSUANT TO THIS AGREEMENT. No action for contract breach or otherwise relating to the transactions contemplated by this Agreement may be brought more than one (1) year after the accrual of the cause of action, except for money due upon an open account. This limitation of liability will survive the expiration or termination of this Agreement and applies notwithstanding any contrary provision. Section 12. EXCLUSIVE TERMS AND CONDITIONS 12.1. This Agreement supersedes all prior and concurrent agreements and understandings between the parties, whether written or oral, related to the Services, and there are no agreements or representations concerning the subject matter of this Agreement except for those expressed herein. The Agreement may not be amended or modified except by a written agreement signed by authorized representatives of both parties. 12.2. Customer agrees to reference this Agreement on any purchase order issued in furtherance of this Agreement, however, an omission of the reference to this Agreement will not affect its applicability. In no event will either party be bound by any terms contained in a Customer purchase order, acknowledgement, or other writings unless: the purchase order, acknowledgement, or other writing specifically refers to this Agreement; clearly indicate the intention of both parties to override and modify this Agreement; and the purchase order, acknowledgement, or other writing is signed by authorized representatives of both parties. Section 13. PROPRIETARY INFORMATION; CONFIDENTIALITY; INTELLECTUAL PROPERTY RIGHTS 13.1. Any information or data in the form of specifications, drawings, reprints, technical information or otherwise furnished to Customer under this Agreement will remain Motorola’s property, will be deemed proprietary, will be kept confidential, and will be promptly returned at Motorola's request. Customer may not disclose, without Motorola's written permission or as required by law, any confidential information or data to any person, or use confidential information or data for any purpose other than performing its obligations under this Agreement. The obligations set forth in this Section survive the expiration or termination of this Agreement. 13.2. Unless otherwise agreed in writing, no commercial or technical information disclosed in any manner or at any time by Customer to Motorola will be deemed secret or confidential. Motorola will have no obligation to provide Customer with access to its confidential and proprietary information, including cost and pricing data. 13.3. This Agreement does not grant directly or by implication, estoppel, or otherwise, any ownership right or license under any Motorola patent, copyright, trade secret, or other intellectual property, including any intellectual property created as a result of or related to the Equipment sold or Services performed under this Agreement. Section 14. FCC LICENSES AND OTHER AUTHORIZATIONS Customer is solely responsible for obtaining licenses or other authorizations required by the Federal Communications Commission or any other federal, state, or local government agency and for complying with all rules and regulations required by governmental agencies. Neither Motorola nor any of its employees is an agent or representative of Customer in any governmental matters. Section 15. COVENANT NOT TO EMPLOY Revised Oct 9, 2021 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. Revised Oct 9, 2021 Cybersecurity Online Terms Acknowledgement This Cybersecurity Online Terms Acknowledgement (this “Acknowledgement”) is entered into between Motorola Solutions, Inc. (“Motorola”) and the entity set forth in the signature block below (“Customer”). 1. Applicability and Self Deletion. This Cybersecurity Online Terms Acknowledgement applies to the extent cybersecurity products and services, including Remote Security Update Service, Security Update Service, and Managed Detection & Response subscription services, are purchased by or otherwise provided to Customer, including through bundled or integrated offerings or otherwise. NOTE: This Acknowledgement is self deleting if not applicable under this Section 1. 2. Online Terms Acknowledgement. The Parties acknowledge and agree that the terms of the Cyber Subscription Renewals and Integrations Addendum available at http://www.motorolasolutions.com/cyber-renewals-integrations are incorporated in and form part of the Parties’ agreement as it relates to any cybersecurity products or services sold or provided to Customer. By signing the signature block below, Customer certifies that it has read and agrees to the provisions set forth and linked on-line in this Acknowledgement. To the extent Customer is unable to access the above referenced online terms for any reason, Customer may request a paper copy from Motorola. The signatory to this Acknowledgement represents and warrants that he or she has the requisite authority to bind Customer to this Acknowledgement and referenced online terms. 3. Entire Agreement. This Acknowledgement supplements any and all applicable and existing agreements and supersedes any contrary terms as it relates to Customer's purchase of cybersecurity products and services. This Acknowledgement and referenced terms constitute the entire agreement of the parties regarding the subject matter hereof and as set out in the referenced terms, and supersedes all previous agreements, proposals, and understandings, whether written or oral, relating to this subject matter. 4. Execution and Amendments. This Acknowledgement may be executed in multiple counterparts, and will have the same legal force and effect as if the Parties had executed it as a single document. The Parties may sign in writing or by electronic signature. An electronic signature, facsimile copy, or computer image of a signature, will be treated, and will have the same effect as an original signature, and will have the same effect, as an original signed copy of this document. This Acknowledgement may be amended or modified only by a written instrument signed by authorized representatives of both Parties. The Parties hereby enter into this Acknowledgement as of the last signature date below. Motorola Solutions, Inc. Customer: _______________________ By: ______________________________ By: _____________________________ Name: ___________________________ Name: ___________________________ Title: ____________________________ Title: ____________________________ Date: ____________________________ Date: ____________________________