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Home My WebLink About20143975 RESOLUTION RE: APPROVE SERVICES AGREEMENT FOR MASTER ZONE CONTROLLER AND AUTHORIZE CHAIR TO SIGN - MOTOROLA SOLUTIONS WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to Colorado statute and the Weld County Home Rule Charter, is vested with the authority of administering the affairs of Weld County, Colorado, and WHEREAS, the Board has been presented with a Services Agreement for Master Zone Controller between the County of Weld, State of Colorado, by and through the Board of County Commissioners of Weld County, on behalf of the Department of Public Safety and Communications, and Motorola Solutions, commencing January 1, 2015, and ending December 31, 2019, with further terms and conditions being as stated in said agreement, and WHEREAS, after review, the Board deems it advisable to approve said agreement, a copy of which is attached hereto and incorporated herein by reference. NOW, THEREFORE, BE IT RESOLVED by the Board of County Commissioners of Weld County, Colorado, that the Services Agreement for Master Zone Controller between the County of Weld, State of Colorado, by and through the Board of County Commissioners of Weld County, on behalf of the Department of Public Safety and Communications, and Motorola Solutions be, and hereby is, approved. BE IT FURTHER RESOLVED by the Board that the Chair be, and hereby is, authorized to sign said agreement. The above and foregoing Resolution was, on motion duly made and seconded, adopted by the following vote on the 29th day of December, A.D., 2014. BOARD OF COUNTY COMMISSIONERS Slat,` WEL•`COUNTY, COLORADO ATTEST: i• / ' • i`.,, \ Sows - .�h w1 i/ Douglas Rademacher Chair Weld County Clerk tot AaKireyZdem Deputy '-rk to the Board Sean P. Conway c APPROVED AS TO FORM: 11 0�C1�C.I1.C.a- MikeFFeem- '/ CouraneyJ v r✓ /! 47.2104-%-r Date of signature: DEC 2 9 2014 William F. Garcia CC • 0K6r e) y2 20C -3975 Weld County Regional Communications Center r.' 'i= 1 1551 N 17"' AVE, STE 2 GREELEY, CO 80631 Phone: 970-350-9600 x4 Re Fax: 970-304-6501 Tonal Communications WCRCC@WeldGov.com www.co.weld.co.us Date: 12-24-2014 To: Board of County Commissioners From: Mike Wallace Director of Public Safety Communications Per our work session on December 22, 2014, Attached are the annual maintenance contracts for Motorola. One being the Master Zone Controller, one being Weld County 9-1-1 for consoles, one for Weld County Tower infrastructure, and one being Weld County subscriber units. 'r zeEa__. Michael R Wallace, ENP Weld County Director of Public Safety Communications 2014-3975 ® MOTOROLA SOLUTIONS SERVICES AGREEMENT Attn:National Service Support/4th Fl Contract Number: S00001024529 1301 East Algonquin Road Contract Modifier: (800)247-2346 Date: 12/11/2014 Company Name: Weld County Required P.O.: No Attn: Customer* : 1000029844 Billing Address: 1551 N 17th Ave Bill to Tag# : 0045 City, State, Zip: Greeley,CO,80631 Contract Start Date: 01/01/2015 Customer Contact: R Michael Wallace Contract End Date: 12/31/2019 Phone: (970)304-6455 Anniversary Day: Dec 31st Payment Cycle: MONTHLY PO# : QTY MODEL/OPTION SERVICES DESCRIPTION MONTHLY EXTENDED EXT AMT '*""' Recurring Services *"`*""` SVC01SVC1101C INFRASTRUCTURE REPAIR WITH ADV REPL $5,416.04 $64,992.48 5 SVC055AH ENH: M3 MASTER SITE SVC01SVC1102C DISPATCH SERVICE $2,321.17 $27,854.04 5 SVC918AG ENH: M3 MASTER SITE SVC01SVC1103C NETWORK MONITORING $2,321.17 $27,854.04 5 SVC084AH ENH: M3 MASTER SITE SVC01SVC1104C TECHNICAL SUPPORT $5,416.05 $64,992.60 5 SVC176AH ENH: M3 MASTER SITE SVC01SVC1405C NETWORK PREVENTATIVE MAINTENANCE A $928.46 $11,141.52 5 SVC145AH ENH: M3 MASTER SITE SVC01SVC1410C ONSITE INFRASTRUCTURE $11,605.82 $139,269.84 RESPONSE-STANDARD 5 SVC935AG ENH: M3 MASTER SITE SVC04SVC0016C SECURITY UPDATE SERVICE $4,274.80 $51,297.60 5 SVC976AE SUS DISPATCH STANDARD SPECIAL INSTRUCTIONS -ATTACH Subtotal- Recurring Services $32,283.51 $387,402.12 STATEMENT OF WORK FOR PERFORMANCE DESCRIPTIONS Subtotal-One-Time Event Services $ .00 $ .00 Total $32,283.51 $387,402.12 Taxes - - Grand Total $32,283.51 $387,402.12 THIS SERVICE AMOUNT IS SUBJECT TO STATE AND LOCAL TAXING JURISDICTIONS WHERE APPLICABLE,TO BE VERIFIED BY MOTOROLA. Subcontractor(s) City State MOTOROLA SYSTEM SUPPORT CENTER ELGIN IL MOTOROLA SSC NETWORK SECURITY SCHAUMBU IL DO298 RG MOTOROLA MOTOROLA SYSTEM SUPPORT SCHAUMBU IL CENTER-NETWORK MGMT DO067 RG MOTOROLA SYSTEM SUPPORT CTR-CALL SCHAUMBU IL CENTER DO066 RG MOTOROLA SYSTEM SCHAUMBU IL SUPPORT-TECHNICAL SUPPORT DO068 RG WIRELESS ADVANCED COMMUNICATIONS EVANS CO 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. ATTEST: diaisAi SC ;a BOARD OF COUNTY COMMISSIONERS Weld Cputlty lerk to the Bt : WELD COUNT COLORADO d r ;'may BY: / �i �. '� 161 *�,�.� ► `o ter 'i G Deputy Cle to the Bo. �iou as Rademacher, Chair fl- g 14 APPROVED AS TO FUNDING. ' - # APPROVED AS S TO SUBSTANCE:(ILLAtittatgController Elected Official or Department Head APPROV AS TO ORM: NIA Director of General Services County Attorney Larry Mabry MSSSI Vice President&Director Sales I�/ q ,` MOTOROLA REPRESENTATIVE(SIGNATURE) TITLE DATE Larry Mabry (303) 527-4051 MOTOROLA REPRESENTATIVE(PRINT NAME) PHONE Company Name: Weld County Contract Number: S00001024529 Contract Modifier: Contract Start Date: 01/01/2015 Contract End Date: 12/31/2019 5 Service Terms and Conditions Motorola Solutions, Inc. ("Motorola") and the customer named in this Agreement ("Customer") hereby agree as follows: Section 1 APPLICABILITY These 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 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 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 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; 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 PAYMENT 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. 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. At the end of the first year from the Effective Date and each year after, a CPI percentage change calculation shall be performed. Should the annual inflation rate increase greater than 3% during the previous year, Motorola shall have the right to increase the current years and all future years' maintenance prices by the consumer price increase ("CPI") increase amount exceeding 3%. The All Urban Consumers-Denver-Boulder-Greeley, CO Consumer Price Index (Series ID CUURA433SA0, CUUSA433SA0, All Items, Not seasonally adjusted with Base Period 1982-1984=100) shall be used as the measure of CPI for this price adjustment. The CPI percentage change calculation will take place once the annual average for each new year has been posted by the Bureau of Labor Statistics. Section 9 WARRANTY Motorola warrants that its Services under this Agreement will be free of defects in materials and workmanship for a period of ninety (90) days from the date the performance of the Services are completed. In the event of a breach of this warranty, Customer's sole remedy is to require Motorola to re- perform the non-conforming Service or to refund, on a pro-rata basis, the fees paid for the non- conforming Service. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Section 10 DEFAULT/TERMINATION 10.1. If either party defaults in the performance of this Agreement, the other party will give to the non- performing party a written and detailed notice of the default. The non-performing party will have thirty (30) days thereafter to provide a written plan to cure the default that is acceptable to the other party and begin implementing the cure plan immediately after plan approval. If the non-performing party fails to provide or implement the cure plan, then the injured party, in addition to any other rights available to it under law, may immediately terminate this Agreement effective upon giving a written notice of termination to the defaulting party. 10.2. Any termination of this Agreement will not relieve either party of obligations previously incurred pursuant to this Agreement, including payments which may be due and owing at the time of termination. All sums owed by Customer to Motorola will become due and payable immediately upon termination of this Agreement. Upon the effective date of termination, Motorola will have no further obligation to provide Services. 10.3 The Parties agree that the annual fees for the Services are based upon the assumption that this Agreement will be in effect for the full 5 year term; and if the Agreement is terminated before the end of the term, then a termination will be assessed equal to 5% of the annual price times the number of years the maintenance contract has been in effect ("Termination Fee"). The Termination Fee will be payable upon early termination and is not a penalty, but rather is a charge to compensate Motorola for Customer's failure to satisfy the full term on which the maintenance pricing was based. 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 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 If funds are not appropriated and budgeted in any fiscal year for payments due under this Agreement, Customer will immediately notify Motorola of such occurrence and this Agreement shall terminate on the last day of the fiscal year for which the appropriation was made without penalty or expense to the Customer of any kind whatsoever, except to the extent that Customer has received a discount for a multi-year purchase. To the extent Motorola has delivered Equipment or performed Services prior to the last day of the fiscal for which the appropriation was made, Customer shall be liable for such Equipment and Services. 17.10 Motorola agrees that it is an independent contractor and that Motorola's officers, agents or employees will not become employees of County, nor entitled to any employee benefits from County as a result of the execution of this Agreement. Motorola shall perform its duties hereunder as an independent contractor. Motorola shall be solely responsible for its acts and those of its agents and employees for all acts performed pursuant to this Agreement. Motorola, its employees and agents are not entitled to unemployment insurance or workers' compensation benefits through County and County shall not pay for or otherwise provide such coverage for Motorola or any of its agents or employees. 17.11 No term or condition of this contract shall be construed or interpreted as a waiver, express or implied, of any of the immunities, rights, benefits, protections or other provisions, of the Colorado Governmental Immunity Act§§24-10-101 et seq., as applicable now or hereafter amended. 17.12 This Agreement shall not be valid until it has been approved by the Board of County Commissioners of Weld County, Colorado or its designee. MOTOROLA Statement of Work Infrastructure Repair with Advanced Replacement 1.0 Description of Services Infrastructure Repair with Advanced Replacement is a repair service for Motorola and select third party Infrastructure as set forth in the applicable attached Exhibit(s),all of which are hereby incorporated into this Statement of Work (SOW) by this reference. Infrastructure may be repaired down to the Component level,as applicable,at the Motorola Infrastructure Depot Operations (IDO). At Motorola's discretion, select third party Infrastructure may be sent to the original equipment manufacturer or third party vendor for repair. If Infrastructure is no longer supported by the original equipment manufacturer or third party vendor,Motorola may replace Infrastructure with similar Infrastructure,when possible. When available, Motorola will provide Customer with an Advanced Replacement unit(s) or FRU(s) in exchange for Customer's malfunctioning FRU(s).Non-standard configurations,Customer-modified Infrastructure and certain third party Infrastructure are excluded from Advanced Replacement service.Malfunctioning FRU(s) will be evaluated and repaired by IDO and returned to IDO FRU inventory upon completion of repair. The terms and conditions of this SOW are an integral part of Motorola's Service Terms and Conditions or other applicable agreement to which it is attached and made a part thereof by this reference. 2.0 Motorola has the following responsibilities: 2.1. Use commercially reasonable efforts to maintain an inventory of FRU. 2.2. Provide new or reconditioned units as FRU to Customer or Servicer,upon request and subject to availability. The FRU will be of similar kit and version, and will contain like boards and chips, as the Customer's malfunctioning Infrastructure. 2.3. Program FRU to original operating parameters based on templates provided by Customer as required in Section 3.5. If Customer template is not provided or is not reasonably usable,a standard default template will be used. 2.4. Properly package and ship Advanced Replacement FRU from IDO or select third party FRU inventory to Customer specified address. 2.4.1. During normal operating hours of Monday through Friday 7:00am to 7:00pm CST, excluding holidays, FRU will be sent next day air via Federal Express Priority Overnight or UPS Red, unless otherwise requested. Select third party FRU may ship second day air via Federal Express Priority Overnight or UPS red as noted in the attached exhibit(s). Motorola will pay for such shipping, unless Customer requests shipments outside of the above mentioned standard business hours and/or carrier programs,such as NFO(next flight out). In such cases,Customer will be subject to shipping and handling charges. 2.4.2. When sending the Advanced Replacement FRU to Customer,provide a return air bill in order for Customer to return the Customer's malfunctioning FRU. The Customer's malfunctioning FRU will become property of IDO or select third party and the Customer will own the Advanced Replacement FRU. 2.4.3. When sending a Loaner FRU to Customer, IDO will not provide a return air bill for the malfunctioning Infrastructure. The Customer is responsible to arrange and pay for shipping the malfunctioning Infrastructure to IDO. IDO will repair and return the Customer's Infrastructure and will provide a return air bill for the customer to return IDO's Loaner FRU. 2.5. Provide repair return authorization number upon Customer request for Infrastructure that is not classified as an Advanced Replacement or Loaner FRU. 2.6. Receive malfunctioning Infrastructure from Customer and document its arrival,repair and return. 2.7. Perform the following service on Motorola Infrastructure: 2.7.1. Perform an operational check on the Infrastructure to determine the nature of the problem. CaMOTOROLA 2.7.2. Replace malfunctioning FRU or Components. 2.7.3. Verify that Motorola Infrastructure is returned to Motorola manufactured specifications,as applicable 2.7.4. Perform a Box Unit Test on all serviced Infrastructure. 2.7.5. Perform a System Test on select Infrastructure. 2.8. Provide the following service on select third party Infrastructure: 2.8.1.Perform pre-diagnostic and repair services to confirm Infrastructure malfunction and eliminate sending Infrastructure with no trouble found (NTF) to third party vendor for repair, when applicable. 2.8.2. Ship malfunctioning Infrastructure to the original equipment manufacturer or third party vendor for repair service,when applicable. 2.8.3. Track Infrastructure sent to the original equipment manufacturer or third party vendor for service. 2.8.4. Perform a post-test after repair by Motorola, original equipment manufacturer,or third party vendor to confirm malfunctioning Infrastructure has been repaired and functions properly in a Motorola System configuration,when applicable. 2.9. Re-program repaired Infrastructure to original operating parameters based on templates provided by Customer as required by Section 3.5. If Customer template is not provided or is not reasonably usable, a standard default template will be used.If IDO determines that the malfunctioning Infrastructure is due to a Software defect, IDO reserves the right to reload Infrastructure with a similar Software version. Enhancement Release(s), if needed, are subject to additional charges to be paid by Customer unless the Customer has a Motorola Software Subscription agreement. 2.10.Properly package repaired Infrastructure unless Customer's malfunctioning FRU was exchanged with an IDO FRU.Motorola will return Customer's FRU(s)to lDO's FRU inventory,upon completion of repair. 2.11.Ship repaired Infrastructure to the Customer specified address during normal operating hours set forth in 2.4.1. FRU will be sent two-day air unless otherwise requested. Motorola will pay for such shipping, unless Customer requests shipments outside of the above mentioned standard business hours and/or carrier programs, such as NFO (next flight out). In such cases, Customer will be subject to shipping and handling charges. 3.0 Customer has the following responsibilities: 3.1. Contact or instruct Servicer to contact the Motorola System Support Center (SSC) and request an Advanced Replacement,or Loaner FRU and a return authorization number(necessary for all non- Advanced Replacement repairs) prior to shipping malfunctioning Infrastructure or third party Infrastructure named in the applicable attached Exhibit. 3.1.1. Provide model description,model number,serial number,type of System and Firmware version, symptom of problem and address of site location for FRU or Infrastructure. 3.1.2. Indicate if Infrastructure or third party infrastructure being sent in for service was subjected to physical damage or lightning damage. 3.1.3. Follow Motorola instructions regarding inclusion or removal of Firmware and Software applications from Infrastructure being sent in for service. 3.1.4. Provide Customer purchase order number to secure payment for any costs described herein. 3.2 Pay for shipping of Advanced Replacement or Loaner FRU from IDO if Customer requested shipping outside of standard business hours or carrier programs set forth in section 2.4.1. 3.3 Within five (5) days of receipt of the Advanced Replacement FRU from IDO's FRU inventory, properly package Customer's malfunctioning Infrastructure and ship the malfunctioning Infrastructure to IDO for evaluation and repair as set forth in 2.7. Customer must send the return air bill, referenced in 2.4.2 above back to DO in order to ensure proper tracking of the returned Infrastructure. Customer will be subject to a replacement fee for malfunctioning Infrastructure not properly returned. For Infrastructure and/or third party Infrastructure repairs that are not exchanged in advance,properly package Infrastructure and ship the malfunctioning FRU, at Customer's expense and risk of loss to Motorola. Customer is responsible for properly packaging the Customer malfunctioning Infrastructure FRU to ensure that the shipped Infrastructure arrives un-damaged and in repairable condition. Clearly print the return authorization number on the outside of the packaging. ® MOTOROLA 3.4 If received, Customer must properly package and ship Loaner FRU back to IDO within five(5) days of receipt of Customer's repaired FRU. 3.5 Maintain templates of Software/applications and Firmware for reloading of Infrastructure as set forth in paragraph 2.3 and 2.9. 3.6 For Digital In-Car Video Infrastructure,remove video from equipment prior to sending Infrastructure in for repair. Video retrieval is a separate service and is not included as part of this SOW.Additional services and fee applies. 3.7 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the Infrastructure Repair with Advanced Replacement services to Customer. 4.1 In addition to any exclusions named in Section 5 of the Service Terms and Conditions or in any other underlying Agreement to which this SOW is attached,the following items are excluded from Infrastructure Repair with Advanced Replacement: I. All Infrastructure over seven(7)years from product cancellation date. 2. All Broadband/WiNS Infrastructure three(3)years from product cancellation date. 3. Physically damaged Infrastructure. 4. Third party Equipment not shipped by Motorola. 5. Consumable items including,but not limited to,batteries,connectors,cables,tone/ink cartridges. 6. Video retrieval from Digital In-Car Video equipment. 7. Test equipment. 8. Racks,furniture and cabinets. 9. Firmware and/or Software upgrades. MOTOROLA ASTRO®25 Infrastructure Inclusions,Exclusions,Exceptions and Notes Exhibit Antenna Systems Excludes all Equipment such as hi-directional amplifiers,multicouplers,combiners,tower top pre- amplifiers.antennas,cables,towers,tower lighting,and transmission lines Backhaul Includes PTP(Point-to-Point Wireless)PTP 49600 and PTP 800 licensed series Excludes all other PTP technologies Base Station(s)and Repeater(s) Includes Quantar,MTR3000,STR3000,GTR8000,GTR8000 HPD, IntelliRepeater, Network Management(Please refer to the SOW for details)is not available on all stations. Quantar high power booster power amplifier,power supply and control hoard Excludes Fan Modules.Dual Circulator Tray.Site RMC Tray Central Electronics Bank(s) Includes Logging Recorder Interface and Network Hub Excludes all other technologies see SOW specifically for NICE logging recorders Channel Bank(s) Includes Prcmisys,Telco,IMACS models 600,800.Excludes Siemens Comparator(s) Includes Spectratac,Digitac,and ASTRO-tac 9600,ASTRO-tac 3000,GMC8000,Comparators. Computer(s)/Workstations/Modems Includes computers(Pentium I,II,III,IV)directly interface with or control the communications System, including Systemwatch II,PT800 tablet I IP x1100,HPx2100, I IP xw4000-4600, I IPz400,HP VL600, HP VL800,I IPz400, ML850 laptop,M W810,ML900 laptop,ML910 laptop,Compaq XW4000. Includes keyboards,mice,trackhalls. Excludes all other laptop and desktop computer technologies and all 286,386,486 computers:defective or phosphor-burned cathode ray tubes CR I(s)and burned-in flat panel display image retention, Console(s) Includes Centracom Gold Elite, MCC7500, MCC5500,MIP5000,VPM,as part of complete communication System—including headset jacks,dual footswitches,and gooseneck microphones. Excludes cables Controller-trunking Includes SmartNet II prime and remote controllers,MTC3600,GCP8000,Site Controller PSC9600, CSC7000,MTC9600,MZC3600,MZC5000(Includes Netra240&T5220). Excludes SSMT and SCMS controllers.CD ROM Drive.Fan Tray Dictaphones and Recording Excludes all types and models. Equipment Digital Interface Unit(s) Included Digital Signaling Modem(s) Included upon modem model availability Digital Voice Modem(s) Included upon modem model availability Embassy Switch Includes AEB,AIMI,ZAMBI,AMB Firewalls Includes Nortel Altcon ASF5105,5106,Juniper SS520,ISSG140,5565,ISGI000C,1S62000 Intrusion Detector Includes Proventia 201 Linux IDSS,Proventia CX4002C 1551 Gateway Includes T5220 Sun server Solaris 10 OS Links Includes PTP 49600 and 800 licensed series Logging Recorder Excludes all technologies see SOW specifically for NICE logging recorders Management Terminals Includes computers(Pentium I,II,III,IV)that directly interface with or control the communications System,including Systemwatch II. Excludes laptop computers and all 286,386,486 computers. MBEX(s)or NOVA Interconnect Included Microwave Equipment. Excluded from service agreement but may he repaired on an above contract,time and material basis.All Equipment must he shipped to IDO. Excludes any on-site services. Monitors) Includes all Motorola certified monitors connected to computers that directly interface with or control the communications System. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel displays image retention,as well as monitors that were not shipped by Motorola and/or cannot be confirmed by a Motorola factory order number. Motobridge Included Moscad IncludesNFM(Network Fault Management),as part of communication System only.RTU,SDM Site Manager RTU. Standalone MOSCAD and System Control and Data Acquisition(SCADA)must be quoted separately. Includes FSA4000. Excludes all other lire alarming systems. ® MOTOROLA ASTRO 25 Infrastructure Inclusions,Exclusions,Exceptions and Notes Repair cont. Network Fault Management Includes Full Vision,Unified Event Manager Excludes NMC Gateway Includes PDG:CPX8216,IVD&IIPD PDG on HP DL360, MOTOBRIDGE Printer(s) Includes printers that directly interface with the communications system. RAS(s) Excludes RAS 1100, 1101 and 1102 Receiver(s) Includes Quantal-,M'R2000 and ASTRO-TAC,GPW8000,GTR8000,GTR8000 I IPD Receivers. Excludes Fan Modules,Dual Circulator Tray,Site RMC Tray Routers Includes GGM8000,ST5500,ST5598,S2500-56000 Servers Includes Netra 240,Netra T5220, cPCI, I IP DI.360.HP ML370,HP MLA 10,HP ML530, I IP TC2110, 2120 HP InfoVista Server. IR8000 series, LX4000 series, Intel Server TSRL-T2, TIGPR2U,Proventia 201 Linux IDSS,Proventia GX4002C,Trak9100. Network Management Server includes cPCI Chassis, Power Supply. Fan Tray,Controller Hard Drive, CD ROM Drive, 'rape Drive, CPU, Client PC's, Core Security Management Server, Firewall Servers, Intrusion Detection Sensor Server. Excludes Dell Servers, Monitors. Memory Module 0182915Y02, Rear Fan RLN5352, Central Process Card 0182915Y01 Simulcast Distribution Amplifier(s) Included Site Frequency Standard(s) Includes Rubidium,GPS and Netclocks systems sold with the Motorola System. Secure Includes KMF crypto card,end to end Cryptor for IVD PDEG Cryptr SMARTX Includes VPM Switch Includes Norte'Passport PBX,Cisco Catalyst 6509,HP 5308 IAN switch, HP ProCurve Switch 2524, 2650.2626,HP3500,I IP2610,3Com PS40,SSt100 Telco PBX Includes Avaya Difinity PBX,S8300,S8500, Intel Server(ACSS),TSRLT2,TIGPR2U Terminal Servers Includes IR8000,LX4000S,LX4000T,Paradyne Universal Simulcast Controller Included Interface(s) UPS Systems Excluded from service agreements but may be repaired on an above contract,time and material basis. All UPS Systems must be shipped to IDO for repair. Excludes batteries and any on-site services. Workstation Included MOTOROLA SmartZone System Inclusions,Exclusions,Exceptions and Notes Infrastructure Exhibit Antenna Systems Excludes all Equipment such as hi-directional amplifiers,multicouplers,combiners,tower top pre- amplifiers.antennas,cables,towers,tower lighting,and transmission lines. Base Station(s)and Repeater(s) Includes: Quantar,Quantro,Digital,MTR2000 ONLY. Central Electronics Bank(s) Includes Logging Recorder,Interface and Network I lub Excludes all other technologies see SOW specifically for NICE logging recorders Channel Bank(s) Includes Premisys and'Felco Excludes Siemens Comparator(s) Includes Spectrafac,Digitac,and ASTRO-tae Comparators Computer(s) Includes computers(Pentium I.II,III.IV)that directly interface with or control the communications System,including Systemwatch II.keyboards,mice and trackballs. Excludes laptop computers and all 286,386,486 computers,defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel display image retention. Console(s) Includes Centracom Gold Elite,MCC7500,MCC5500,MIP5000 as part of complete communication System—including headset.jacks,dual footswitches,and gooseneck microphones. Excludes cables Controller(s)-Trunking Includes SmartNet II prime and remote controllers. Excludes SSMT and SCMS controllers. Dictaphones, Logging Recorders Excludes all technologies and Recording Equipment see SOW specifically for NICE logging recorders Digital Interface Unit(s) Included Digital Signaling Modem(s) Included upon modem model availability Digital Voice Modem(s) Included upon modem model availability Embassy Switch Includes AEB,AIM I,%AMBI,AMB Management Terminals Includes computers(Pentium I,II,III,IV)that directly interface with or control the communications System,including Systemwatch II. Excludes laptop computers and all 286,386,486 computers. MI3EX(s)or NOVA Interconnect Included Microwave Equipment. Excluded from service agreement but may be repaired on an above contract,time and material basis.All Equipment must be shipped to IDO. Excludes any on-site services. Monitor(s) Includes all Motorola certified monitors connected to computers that directly interface with or control the communications System. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and bumed-in flat panel displays image retention as well as monitors that were not shipped by Motorola and/or cannot be confirmed by a Motorola factory order number. Moscad Includes NFM(Network Fault Management).as part of communication System only. Standalone MOSCAD and System Control and Data Acquisition(SCADA)must be quoted separately. Includes PSA4000. Excludes all other fire alarming systems. Motobridge Included Network Fault Management Includes Full Vision Excludes N MC Printer(s) Includes printers that directly interface with the communications System. RAS(s) Excludes RAS 1100, 1101 and 1102 Receiver(s) Includes Quantar and MTR2000,ASTRO-TAC Receivers Simulcast Distribution Included Amplifier(s) Site Frequency Standard(s) Includes Rubidium,GPS and Netelocks systems sold with the Motorola System. Excludes MFS-Rubidium Standard Network Time and Frequency devices Universal Simulcast Controller Included Interface(s) UPS Systems. Excluded from service agreements but maybe repaired on an above contract,time and material basis.All UPS Systems must be shipped to IDO for repair. Excludes batteries and any on-site services. MOTOROLA SmartZone System Inclusions,Exclusions,Exceptions and Notes Infrastructure cont. Zone Manager Excludes HP715/33,IIP 715/50 servers. Excludes x-lerminals N DS I4C and N DS I 7C Zone Controller(s) Includes console terminals. Excludes all Sun/IMP hard drives except TI.N3495A 0820 I GB drive as well as the following SUN/IMP CPIJSET's:TLN3278B 0406,TLN3343A 0424 and TLN3278A 0181/0389. MOTOROLA SmartNet System Inclusions,Exclusions,Exceptions and Notes Infrastructure Exhibit Antenna Systems Excludes all Equipment such as bi-directional amplifiers,multicouplers,combiners,tower top pre-amplifiers,antennas,cables,towers,tower lighting,and transmission lines Base Station(s)and Includes Quantar,Quantro,Digital MSF5000,MTR2000,and Desktrac L35SUM7000-T Repeater(s) Repeaters ONLY. Network Management(please refer to the SOW for details)is not available on all stations. Central Electronics Bank(s) Includes Logging Recorder Interface and Network Hub Excludes all other technologies see SOW specifically for NICE logging recorders Channel Bank(s) Includes Premisys and Telco. Excludes Siemens Comparator(s) Includes Spectratac,Digitac,and ASTRO-tac Comparators. Computer(s) Includes computers(Pentium I,II,III, IV)directly interface with or control the communications System,including Systemwatch II,keyboards,mice and trackballs.Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel display image retention. Console(s) Includes Ccntracom Gold Elite,MCC7500,MCC5500,MIP5000 as part of complete communication System—including headset,jacks,dual footswitches,and gooseneck microphones.Excludes cables Controller-trunking Includes SmartNet II prime and remote controllers. Excludes SSMT and SCMS controllers. Dictaphones,Logging Excludes all technologies Recorders and Recording see SOW specifically for NICE logging recorders Equipment Digital Interface Unit(s) Included Digital Signaling Modem(s) Included upon modem model availability Digital Voice Modem(s) Included upon modem model availability Embassy Switch Includes AEB,AIMI,%AMBI,AMB Management Terminals Includes computers(Pentium I,II,III,IV)directly interface with or control the communications System,including Systemwatch II. Excludes laptop computers and all 286,386.486 computers. MBEX(s)or NOVA Included Interconnect Microwave Equipment. Excluded from service agreement but may be repaired on an above contract,time and material basis.All Equipment must be shipped to I DO. Excludes any on-site services. Monitor(s) Includes all Motorola certified monitors connected to computers that directly interface with or control the communications System. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel displays image retention as well as monitors not shipped by Motorola and/or cannot be confirmed by a Motorola factory order number. Moscad INFM(Network Fault Management),as part of communication System only. Standalone MOSCAD and System Control and Data Acquisition(SCADA)must be quoted separately. Includes ESA4000. Excludes all other fire alarming systems. Motobridge Included Network Fault Management Includes Full Vision. Excludes NMC Printer(s) Includes printers that directly interface with the communications System. RAS(s) Excludes RAS 1100, 1101 and 1102 Receiver(s) Includes Quantar,MTR2000 and ASTRO-TAC Receivers. MOTOROLA SmartNet System Inclusions,Exclusions,Exceptions and Notes Infrastructure cont. Simulcast Distribution Included Amplifier(s) Site Frequency Standard(s) Includes Rubidium,GPS and Netclocks systems sold with the Motorola System. Excludes MFS-Rubidium Standard Network Time and Frequency devices Universal Simulcast Controller Included Interface(s) UPS Systems. Excluded from service agreements but may be repaired on an above contract.time and material basis.All UPS Systems must be shipped to IDO for repair. Excludes batteries and any on-site services. MOTOROLA Broadband Inclusions,Exclusions,Exceptions and Notes Infrastructure Exhibit Access Points Includes PMP(Canopy),Motomesh Duo,Motomesh Quattro,Meshcam,Motomesh Solo,Motomesh AP7181 intelligent access points. Excludes all other technologies Backhaul Includes PMP(Canopy)and PTP(Point-to-Point Wireless)PTP 49600 and 800 licensed series Excludes all other technologies Cables,connectors and testers Excluded Cameras Includes Meshcam Excludes all other technologies,fixed black&white,color,pan tilt zoom analog,pan tilt zoom IP,fixed hybrid(IP and Analog)cameras Cluster Management Modules Includes PMP(Canopy). (CMM) Excludes all other technologies Digital Video Recorder Includes Mobile Video Enforcer Excludes all other technologies Docking Station Includes Mobile Video Enforcer Excludes all other technologies GPS Synch Box Excluded Links Includes PTP 49600 and 800 licensed series Mobile Internet Switching Excluded Control ler(MISC) Modems Includes Mobile Video Enforcer Excludes all other technologies Monitors Includes Mesh,MotoMesh Excludes all other technologies Mounting Bracket Excluded Multiplexers Excluded Network Interface Card Excludes RAD data multiplexers Network Switches Includes Mesh,MotoMesh,Meshcam Excludes all other technologies Networking Enablers Included Personal Tracking Device Excludes Asymmetric DSI,Broadband Gateway,Asymmetric Customer Premise Equipment,Symmetric DSL Broadband Gateway,Symmetric DSL-CPE's and accessories Power Supply Includes MeshTrack Excludes all other technologies Reflector Hardware Kit Included Server Excluded Software Included HP DL360,Mobile Video Enforcer system server Excludes all other technologies Subscriber Modules Excluded Surge Suppressor/LPU Includes,PMP(Canopy) Excludes all other technologies UPS Excluded Video Recording System Excluded from service agreements but may he repaired on an above contract,time and material basis. All UPS Systems must he shipped to IDO for repair. Excludes batteries and any one-site services. Wireless Router AC and DC Includes Mobile Video Enforcer Input Excludes all other technologies ® MOTOROLA Conventional System Infrastructure Inclusions,Exclusions,Exceptions and Notes Exhibit Antenna Systems Excludes all Equipment such as bi-directional amplifiers,multicouplers,combiners,tower top pre-amplifiers,antennas,cables,towers,tower lighting,and transmission lines Base Station(s)and Repeater(s) Quantar,Quantro,MTR2000,MTR3000,GPR8000 including IPCCG W. Excludes MICOR and MSF5000 Central Electronics Bank(s) Includes logging recorder interface and network hub Excludes all other technologies see SOW specifically for NICE logging recorders Channel Bank(s) Includes Premisys and Telco. Excludes Siemens Comparator(s) Includes Spectratac,Digitac, ASTRO-tac,GMC8000. Computer(s) Includes computers(Pentium I,II,Ill, IV)directly interface with or control the communications System,including Systemwatch II,keyboards,mice and trackballs. Excludes laptop computers and all 286,386,486 computers. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel display image retention. Console(s) Includes Centracom Gold Elite,MCC7500,MCC5500,MIP5000 as part of complete communication System—including headset jacks,dual footswitchcs,and gooseneck microphones. Excludes cables and Commandstar mother board CDN6271.Commandstar and Commandstar Lite are also excluded as a conventional system operator position but can be covered when services are purchased separately. Dictaphones,Logging Recorders and Excludes all technologies Recording Equipment see SOW specifically for NICE logging recorders Digital Interface Unit(s)(DIU) Included Digital Signaling Modem(s) Included upon modem model availability Embassy Switch Includes AEB,AIMI,IAMBI,AMB Microwave Equipment. Excluded from service agreement but may be repaired on an above contract,time and material basis.All equipment must be shipped to IDO. Excludes any on-site services. Monitor(s) Includes all Motorola certified monitors connected to computers that directly interface with or control the communications System. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel displays image retention as well as monitors not shipped by Motorola and/or cannot be confirmed by a Motorola factory order number. Moscad Includes NFM(Network Fault Management),as part of communication System only. Standalone MOSCAD and System Control and Data Acquisition(SCADA)must be quoted separately.Includes FSA4000 Excludes all other fire alarming systems. Motobridge Included Printer(s) Includes printers that directly interface with the communications System. Receiver(s) Includes Quantar,MPR2000,ASTRO-PAC,GPW8000 receivers. Simulcast Distribution Amplifier(s) Included Site Frequency Standard(s) Includes Rubidium,GPS and Netclocks systems sold with the Motorola System. Excludes MI'S-Rubidium Standard Network Time and Frequency devices Universal Simulcast Controller Interface(s) Included UPS Systems. Excluded from service agreements but may be repaired on an above contract,time and material basis.All UPS Systems must be shipped to IDO for repair. Excludes batteries and any on-site services. ® MOTOROLA Data System Infrastructure Exhibit Inclusions,Exclusions,Exceptions and Notes Base Station(s)and Repeater(s) Includes Quantar(DSS3,DI3S),GTR8000. Computer(s) Includes computers(Pentium I, II, Ill, IV)that directly interface with or control the communications System.Includes keyboards,mice and trackballs. Excludes laptop computers and all 286,386,486 computers. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel display image retention. Dictaphones,Logging Recorders and Excludes all technologies Recording Equipment see SOW specifically for NICE logging recorders Microwave Equipment. Excluded from service agreement but may be repaired on an above contract,time and material basis.All equipment must be shipped to IDO.Excludes any on-site services. Monitor(s) Includes all Motorola certified monitors connected to computers that directly interface with or control the communications System. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel displays image retention as well as monitors not shipped by Motorola and/or cannot be confirmed by a Motorola factory order number. Printer(s) Includes printers that directly interface with the communications System. Radio Network Controller Includes One(I)RNC and One(I)RNC Console. Redundant RNC's must be quoted separately. Excludes RNCI000,NCP500,NCP2000,NCP2500 and NCP3000. Site Data Link Modem(s) Included UPS Systems. Excluded from service agreements but may be repaired on an above contract,time and material basis.All UPS Systems must be shipped to IDO for repair.Excludes batteries and any on-site services. Wireless Network Gateway Excluded from the prime/remote site or system agreement but can be covered when services are purchased separately. MOTOROLA Cassidian Communications Infrastructure Inclusions,Exclusions,Exceptions and Notes Repair w Advanced Replacement Vesta Pallas, Vesta Standard(Maars/ComCentrex),Vesta Meridian and Sentinel Patriot Systems ACU(Auto Control Unit) Includes Vesta systems only Excludes Sentinel Patriot ARU(Alarm Reporting Unit) Included Al.!(Automatic Location Identification)Controller Includes Analog Station Card(s),Called ID Board(s),Conference Board(s),DTMF Tone Receiver Board(s),Digital Station Card(s),E&M Card(s),Ground Loop Start Card(s),ME Receiver Board(s),911 Line Card(s) ANI(Asynchronous Network Interface)Controller Included BCM(Business Communication Manager) Includes Vesta Pallas only Excludes all other technologies Cable(s) Excluded CIM(Console Interface Module) Includes Sentinel Patriot Excludes all other technologies CRU(Call Record Unit) Included CIU(CAD Interface Unit) Included Computer(s)/Workstation Includes computers sourced by Cassidian Communications and sold by Motorola that directly interface with or control the Cassidian Communications Systems,monitor,sound card,keyboards,mice and trackhalls. Excludes defective or phosphor-burned cathode ray tubes(CRT)and burned-in flat panel display image retention. Controllers Includes Vesta Standard Excludes all other technologies DI3U(Data Base Unit) Includes Vesta Standard Excludes all other technologies Digital Logging Recorders,Logging Recorders and Recording Includes Pyxis,Cassidian Communications sourced and sold by Motorola Equipment Excludes all other technologies see SOW specifically for NICE logging recorders Herbic Includes Vesta systems only Excludes Sentinel Patriot Line Boosters/Amplifier/Short haul modems Excluded Modified Network LAN Switch Includes Modem(s) Includes ALI modem sources and sold by Motorola Excludes all other technologies Monitor(s) Includes all Motorola certified monitors connected to computers that directly interface with or control the communications Systems. Excludes Non-Certified monitors,defective or phosphor-burned cathode ray tubes(CRT),flat panel monitors with burned in image retention and monitors not shipped by Motorola and/or cannot be confirmed by a Motorola factory order number. MTU U(Multi-line Trunk Unit) Includes Vesta Pallas only Excludes All other technologies Printer(s) Includes Cassidian Communications sourced and sold by Motorola that directly interface with the communications System Power Supplies,PSU(Power Supply Unit) Includes Vesta Pallas, Vesta Standard Excludes all other technologies RMU(Remote Maintenance Unit) Includes Vesta Standard only Excludes all other technologies Ring Generator(s) Included Routers Included RIS(Radio Interface Subset) Included(note,only works with the Herbic) Server(s) ALI Includes Vesta servers,Sentinel Patriot Excludes all other technologies Telephone(s) Includes 911 and KEM administrator telephone sourced with the 911 System and sold by Motorola. Excludes Nortel(Avaya)telephone sets Includes Vesta Standard DU(Trunk Interface Unit Excludes all other technologies ® MOTOROLA Console Only Infrastructure Exhibit Inclusions,Exclusions,Exceptions and Notes Card Cages Included Central Electronics Bank(s)(CEB) Includes togging Recorder Interface and Network flub,Base Interface Module(BIM),Console Operator Interface Module(COIM),Operator Interface Module(OMI). Excludes all other technologies see SOW specifically for NICE logging recorders Central Electronic Shelf(CES) Included Computer(s) Includes computers that directly interface with CEB.Includes keyboards,mice and trackballs.Excludes laptop computers and all 286,386,486 computers.Defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel display image retention. Consolc(s) Includes consoles(CommandSTAR,CommandSTAR lite,Ccntracom Cold Elite MCC7500,MCC7500 w/ VPM,MCC5500,MIP5000,MC1000,MC2000,MC2500,MC3000)as part of complete communication System—Including headset jacks,dual footswitches,and gooseneck microphones and Console Interface Electronics. Excludes cables Console Audio Box(CAB) Included Dictaphones,Logging Recorders and Recording Excludes all technologies Equipment see SOW specifically for NICE logging recorders Junction Box Included Microwave Equipment. Excluded from service agreement but may he repaired on an above contract,time and material basis.All Equipment must be shipped to IDO. Excludes any on-site services. Monitor(s) Includes all Motorola certified monitors connected to computers that directly interface with or control the communications System. Excludes defective or phosphor-burned cathode ray tubes CRT(s)and burned-in flat panel displays image retention as well as monitors not shipped by Motorola and/or cannot be confirmed by a Motorola factory order number. Site Frequency Standard(s) Includes Netclocks systems Excludes MPS-Rubidium Standard Network Time and Frequency devices UPS Systems. Excluded from service agreements but may be repaired on an above contract,time and material basis.All UPS Systems must be shipped to IDO for repair. Excludes batteries and any on-site services. MOTOROLA Digital In-Car Video Inclusions,Exclusions,Exceptions and Notes Infrastructure Exhibit Cables,connectors and testers Excluded Cameras Includes 22X Front Camera. Excludes rear cameras Data Talker Wireless Transmitters Excluded Digital Video Recorder Includes Base unit running DP-2 software Data Storage Module Included LCD Monitor Includes DP-I &DP-2 versions only Video Retrieval It is the customer's responsibility to remove the video before sending the DSM into the Motorola Repair Depot for repair. Video retrieval is a separate service and is excluded from this SOW. MOTOTRBO Inclusions,Exclusions,Exceptions and Notes Infrastructure Exhibit XRC9000 Controller Included TI2213*single site;TT2215*multi site *Next day (24 hour)delivery if request is received before 1:00 p.m.CST; Second day(48 hour)delivery if request is received after 1:00 p.m.CST MTR3000 Includes T3000 MIP5000 MOTOTRBO Gateway Includes 1)3598 XRT9000 Gateway Includes l'f2386A Statement of Work Network Monitoring, OnSite Infrastructure Response and Dispatch Service Motorola will provide Network Monitoring, Dispatch Service and OnSite Infrastructure Response services to Customer Systems. These services are applicable only for the following system types: ASTRO®, ASTRO® 25, ARC 4000, SmartZone®/OnmiLink® v2.0.3 and higher, SmartNet®, Private Data (with a wireless network gateway)v2.0.3 and higher,and Harmony®Wireless Communications System. The terms of this Statement of Work (SOW) are an integral part of the Motorola Service Terms and Conditions or other applicable Agreement(s) with the Customer to which this SOW is appended and made a part thereof by this reference. 1.0 Description of Services Network Monitoring is a service designed to electronically monitor Elements of a Communication System for Events, as set forth in the Monitored Elements Table. When the Motorola System Support Center (SSC) detects an Event, trained technologists acknowledge and remotely diagnose the Event, and initiate an appropriate response per the customer profile. Appropriate responses could include, but are not limited to, continuing to monitor the Event for further development, transferring the Event to Technical Support, or opening a Case for dispatch of a Servicer. If dispatched, the Servicer will respond at the Customer location based on pre-defined Severity Levels set forth in the Severity Definitions Table and Response times set forth in the On-Site Response Time Table in order to Restore the System. Motorola will provide Case management as set forth herein. The SSC maintains contact with the on-site Servicer until System Restoral occurs and Case is closed. The SSC will continuously track and manage Case activity from open to close through an automated Case tracking process. 2.0 Motorola Responsibilities: 2.1. Provide dedicated Connectivity through a private network connection necessary for monitoring ASTRO and ASTRO25,SmartZone/OmniLink,Private Data,and Harmony Wireless Communications network types. The Connectivity Matrix set forth in Appendix 1 further describes the Connectivity options. 2.2. If determined necessary by Motorola,provide Motorola owned equipment for monitoring ASTRO and ASTRO 25 System elements. If Motorola installs or replaces Motorola owned equipment, the type of equipment and location installed is listed in the Motorola Owned&Supplied Equipment Table. 2.3. If determined necessary by Motorola, provide Motorola owned equipment for monitoring SmartNet System elements. If Motorola installs or replaces Motorola owned equipment, the type of equipment and location installed is listed in the Motorola Owned&Supplied Equipment Table. 2.4. Verify Connectivity and Event monitoring prior to System Acceptance or Start Date. 2.5. Continuously receive data from Customer monitored System and Customer initiated service requests. 2.6. Remotely access the Customer's System to perform remote diagnosis as permitted by Customer pursuant to section 3.1 2.7. Create a Case,as necessary.Gather information to perform the following: 2.7.1. Characterize the issue 2.7.2. Determine a plan of action 2.7.3. Assign and track the Case to resolution. 2.8. Dispatch a Servicer,as required,by Motorola standard procedures and provide necessary Case information collected in section 2.7 2.9. Ensure the required personnel have access to Customer information as needed. 2.10. Disable and enable System devices,as necessary,for Servicers. 2.11. Servicer will perform the following on-site: 2.1 1.1. Run diagnostics on the Infrastructure or FRU. 2.11.2. Replace defective Infrastructure or FRU,as applicable. Customer,Servicer or Motorola may provide Infrastructure or FRU. 2.11.3. Provide materials, tools, documentation, physical planning manuals, diagnostic/test equipment and any other requirements necessary to perform the Maintenance service. 2.11.4. If a third party Vendor is needed to Restore the System, the Servicer may accompany that Vendor onto the Customer's premises. 2.12. Verify with Customer that Restoration is complete or System is functional, if required by Customer's repair Verification preference described in the Customer Support Plan required by section 3.5. If Verification by Customer cannot be completed within 20 minutes of Restoration, the Case will be closed and the Servicer will be released. 2.13. Escalate the Case to the appropriate party upon expiration of a Response time. 2.14. Close the Case upon receiving notification from Customer or Servicer,indicating the Case is resolved. 2.15. Notify Customer of Case Status,as described in the Customer Support Plan required by section 3.5 at the following Case levels: 2.15.1. Open and closed;or 2.15.2. Open,assigned to the Servicer,arrival of the Servicer on site,deferred or delayed,closed. 2.16. Provide,when requested by Customer,the following reports,as applicable: 2.16.1. Case activity reports to Customer. 2.16.2. Network Monitoring Service reports for Customer System(s). 2.16.3. Network Activity/Availability Reports for ASTRO25,SmartZone/ OnumiLink,and Private Data Systems only. 2.17. Respond in accordance to pre-defined Response times upon receipt from Customer of Customer managed passwords required for proper access to the Customer's System. 2.18. Apply additional support charges above and beyond the contracted service agreements that may apply if it is determined that System faults were caused by the Customer making changes to critical System parameters. 3.1 Customer Responsibilities: 3.1. Allow Motorola Continuous remote access to obtain System availability and performance data. 3.2. Allow Motorola to access System if firewall has been installed; provide permanent/dedicated access for SNMP traps(outbound)and ZDS polling(inbound). Also provide continuous utility service to any Motorola equipment installed or utilized at Customer's premises to support delivery of the Service. 3.3. Order and maintain dedicated dial-up phone lines for telephone service for SMARTNET System types. The Connectivity Matrix set forth in Appendix 1 further describes the Connectivity options. 3.4. Unless otherwise specified, Motorola recommends a private network connection for all other Systems. The Connectivity Matrix set forth in Appendix 1 further describes the Connectivity options. 3.5. Provide Motorola with pre-defined Customer information and preferences prior to Start Date necessary to complete Customer Support Plan.,including,but not limited to: 3.5.1.1. Case notification preferences and procedure 3.5.1.2. Repair Verification Preference and procedure 3.5.1.3. Database and escalation procedure forms. 3.5.1.4. Submit changes in any information supplied in the Customer Support Plan to the Customer Support Manager. 3.6. Provide the following information when initiating a service request: 3.6.1. Assigned System ID number 3.6.2. Problem description and site location 3.6.3. Other pertinent information requested by Motorola to open a Case. 3.7. Notify the SSC when Customer performs any activity that impacts the System. (Activity that impacts the System may include, but is not limited to, installing software or hardware upgrades, performing upgrades to the network,or taking down part of the system to perform maintenance.) 3.8. Allow Servicers access to Equipment(including any Connectivity or monitoring equipment) if remote service is not possible. 3.9. Allow Servicers access to remove Motorola owned monitoring equipment upon cancellation of service. 3.10. Supply Infrastructure or FRU,as applicable, in order for Motorola to Restore the System as set forth in paragraph 2.11.2 3.11. Maintain and store in an easy accessible location any and all Software needed to Restore the System. 3.12. Maintain and store in an easily accessible location proper System backups. 3.13. Verify with the SSC that Restoration is complete or System is functional, if required by the Repair Verification Preference provided by Customer in accordance with section 3.5. 3.14. Provide all Customer managed passwords required to access the Customer's System to Motorola upon request or when opening a Case to request service support or enable Response to a technical issue. 3.15. Pay additional support charges above and beyond the contracted service agreements that may apply if it is determined that System faults were caused by the Customer making changes to critical System parameters 3.16. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the services described in this SOW. Severity Definitions Table Severity Level Problem Types Severity 1 • Response is provided Continuously • Major System failure • 33%of System down • 33%of Site channels down • Site Environment alarms(smoke,access,temp,AC power)as determined by the SSC. • This level is meant to represent a major issue that results in an unusable system, sub-system, Product, or critical features from the Customer's perspective. No Work-around or immediate solution is available. Severity 2 • Response during Standard Business Day • Significant System Impairment not to exceed 33%of system down • System problems presently being monitored • This level is meant to represent a moderate issue that limits a Customer's normal use of the system,sub-system, product,or major non-critical features from a Customer's perspective Severity 3 • Response during Standard Business Day • Intermittent system issues • Information questions • Upgrades/preventative maintenance • This level is meant to represent a minor issue that does not preclude use of the system, sub-system, product, or critical features from a Customer's perspective. It may also represent a cosmetic issue, including documentation errors, general usage questions, recommendations for product enhancements or modifications, and scheduled events such as preventative maintenance or product/system upgrades. On-Site Response Time Table (Customer's Response Time Classification is designated in the Service Agreement). Severity Standard Response Premier Response Limited Response Time Off Deferral Level Time Time Severity 1 Within 4 hours from Within 2 hours from Within 4 hours from Time provided by receipt of receipt of Notification receipt of Notification Servicer* Notification Continuously Standard Business Day Continuously Severity 2 Within 4 hours from Within 4 hours from Within 4 hours from Time provided by receipt of receipt of Notification receipt of Notification Servicer* Notification Standard Business Day Standard Business Day Standard Business Day Severity 3 Within 24 hours Within 24 hours from Within 24 hours from Time provided by from receipt of receipt of Notification receipt of Notification Servicer* Notification Standard Business Day Standard Business Day Standard Business Day • Please note these are Standard Commitment times.The commitment times should be based on the Customers Support Plan. • Provide update before the specific contractual commitments come due. *Note:Provide update to System Support Center before Deferral time comes due. Appendix 1 Connectivity Matrix System Type Connectivity Responsibility A STRO®25 T1 Motorola SmartZone/OmniLink v3.5 and below 256K Motorola SmartZone/OmniLink v4 and above 512K Motorola Private Data 256K Motorola ARC 4000 T1 or VPN Motorola MESH Tl or VPN Motorola Harmony T 1 Motorola MotoBridge T1 or VPN Motorola SmartNet Dial-up Customer Private Network Connection Public Internet Connection IP VPN IP VPN (All Customers) (Option Available only to Customers outside of the US) Standard solution for real time Connectivity Non Standard solution for Connectivity Dedicated bandwidth configuration provided to No dedicated bandwidth provided to monitor Customers monitor Customers Protected from unauthorized intrusion Low risk of unauthorized intrusion Encryption available Encryption is required Connectivity available through Motorola Customer provides Connectivity to the Internet via an internet service provider selected by Customer. Motorola Owned & Supplied Equipment Table Equipment Type Location Installed Firewall/Router Master Site System Support Server Master Site for each Zone Monitored Elements Table System Type Equipment ASTRO 25 (release 7.0-and higher) Packet Routing Network; Zone Controllers; Database Server; FullVision Server; UEM Server; Zone Statistical Server;Air Traffic Router; System Statistics Server; User Configuration Server; Packet Data Gateway Server; PBX; Interconnect Server; Motorola Gold Elite Gateway (MGEG); AEB; CEB; Conventional Channel Gateway (CCGW); Core, Exit, Gateway, Peripheral, Border, and Site routers, HP Switches master, prime,console (MCC7500) and repeater sites switches, GGSN; CWR MOSCAD Overlay(TenSr, Station, Channel Banks, TRAK GPS, Site Power, Microwave) Simulcast RF Site (Site Controllers, Comparators, Stations); Intelli Repeater RF Site (Stations); Intelli Site Repeater RF Site (Site Controllers, Stations). The SMARTX box is a transparent box that connects the legacy equipment to ASTRO core.The SMARTX box is not part of the monitored elements. DOES NOT INCLUDE MONITORING OF ANY MOSCAD ALARM POINTS THAT DO NOT DIRECTLY IMPACT THE PERFORMANCE OF THE RADIO NETWORK. DOES NOT INCLUDE MONITORING OF ANYTHING OUTSIDE OF THE RADIO NETWORK UNLESS SPECIFICALLY STATED SECURITY ELEMENTS Monitoring and managing Security Elements is If Motorola Security Monitoring service is purchased - dependent on Customer purchasing and Core Security Core Security Management Server, Intrusion Detection Management Server as Equipment with the Customer Sensor, Firewall,Anti-virus Application, Servicer System Authentication, Centralized Logging Server ASTRO 25(release 6.3—6.9) Nadel; Packet Routing Network; Zone Controllers; Database Server; FullVision Server; Zone Statistical Server;Air Traffic Router; System Statistics Server; User Configuration Server; Packet Data Gateway Server; PBX; Interconnect Server; Motorola Gold Elite Gateway (MGEG); AEB; CEB; ARCADACS Cross Connect Switch; Simulcast RF Site (Site Controllers, Comparators, Stations); Intelli Repeater RF Site (Stations);Intelli Site Repeater RF Site (Site Controllers, Stations); MOSCAD Overlay(TenSr, Station, Channel Banks, TRAK GPS, Site Power, Microwave) DOES NOT INCLUDE MONITORING OF ANY MOSCAD ALARM POINTS THAT DO NOT DIRECTLY IMPACT THE PERFORMANCE OF THE RADIO NETWORK. DOES NOT INCLUDE MONITORING OF ANYTHING OUTSIDE OF THE RADIO NETWORK UNLESS SPECIFICALLY STATED SECURITY ELEMENTS Monitoring and managing Security Elements is If Motorola Security monitoring is purchased -Core dependent on Customer purchasing and Core Security Security Management Server, Intrusion Detection Sensor, Management Server as Equipment with the Customer Firewall, Anti-virus Application, Servicer Authentication, System Centralized Logging Server ® MOTOROLA ASTRO 25 6.0 -6.2 Nortel; Packet Routing Network; Zone Controllers; Database Server; FullVision Server; Zone Statistical Server; Air Traffic Router; System Statistics Server; User Configuration Server; Packet Data Gateway Server; PBX; Interconnect Server; Motorola Gold Elite Gateway (MGEG);AEB; CEB;ARCADACS Cross Connect Switch; Simulcast RF Site (Site Controllers, Comparators, Stations); Intelli Repeater RF Site(Stations);Intelli Site Repeater RF Site (Site Controllers, Stations); MOSCAD Overlay(TenSr, Station, Channel Banks,TRAK GPS, Environmental Alarms, Microwave) SmartZone 4.1 Zone Controllers; Database Server; Digital Interface Unit (DIU); Central Electronic Bank(CEB) Interface;AEB; FullVision Server;Air Traffic Router; System Statistics Server(Multi-Zone);Zone Statistical Server; User Configuration Server; NOVA 2000(Interconnect); Remote RF Sites (Site Controllers Including Simulcast, Stations); MOSCAD Overlay(Stations-Non Trunked, Comparater, TenSr Channel Banks, Environmental Alarms, Microwave) ARC 4000 Zone Controller, Network Manager Servers, User Configuration Server, Zone Database Server, FullVision Server,Air Traffic Router Server, Packet Data Router& Radio Network Gateway(IV&D), Data Collection Device, Master Site Router(Core, Gateway), Master Site Switches, Individual Site Routers, Individual Site Switches Astro LE Site Controllers; Environmental Alarms; Channel Banks SMARTNET Monitored by MOSCAD SiteSentry Site Controllers; Stations; Environmental Alarms; Channel Banks. Site Sentry is a canceled product. No new customers. Private Data Wireless Network Gateway(WNG); Radio Network Controller(RNC); Base Station Harmony(HWCS) MSO, EBTS MOTObridge SIP, OMC, Gateway Units MOTOROLA Statement of Work Technical Support Service 1.0 Description of Services The Technical Support service provides centralized remote telephone support for technical issues that require a high level of communications systems expertise or troubleshooting on Equipment. The Motorola System Support Center's(SSC)Technical Support Operation is staffed with technologists who specialize in the diagnosis and resolution of system performance issues. Technical Support Service: (0 does not include software upgrades that may be required for issue resolution; (ii) does not include Customer training; (iii) is only available for those system types supported and approved by Technical Support Operations and (iv)limited to Infrastructure currently supported by Motorola, Technical Support is applicable to the following system types: ASTRO®, ASTRO® 25, ARC 4000, SmartZone® v2.0.3 and higher, SmartZone®/OnmiLink®, E911, Private Data v2.0.3 and higher, SmartNet®,Conventional Two-Way,Wireless Broadband and Digital In-Car Video. The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Terms and Conditions or other applicable Agreement to which it is attached and made a part thereof by this reference. 2.0 Motorola has the following responsibilities: 2.1. Respond to requests for Technical Support for the Restoration of failed Systems and diagnosis of operation problems in accordance with the response times set forth in the Remote Technical Support Response Times Table and the Severity Level defined in the Severity Definitions Table. 2.1.1. If infrastructure is no longer supported by Motorola,Technical Support will diagnosis the System but may not be able to resolve the issue without the Customer replacing the Infrastructure. 2.2. Advise caller of procedure for determining any additional requirements for issue characterization,and Restoration which includes providing a known fix for issue resolution when available. 2.3. Attempt remote access to System for remote diagnostics,when possible. 2.4. Maintain communication with the Servicer or Customer in the field until close of the Case,as needed. 2.5. Coordinate technical resolutions with agreed upon third party Vendor(s),as needed. 2.6. Escalate and manage support issues,including Systemic issues, to Motorola engineering and product groups,as applicable. 2.7. Escalate the Case to the appropriate party upon expiration of a Response time. 2.8. Provide Configuration Change Support and Work Flow changes to Systems that have dial in or remote access capability. 2.9. Determine, in its sole discretion,when a Case requires more than the Technical Support services described in this SOW and notify Customer of an alternative course of action. 3.0 Customer has the following responsibilities: 3.1. Provide Motorola with pre-defined information prior to Start Date necessary to complete Customer Support Plan. 3.1.1. Submit changes in any information supplied in the Customer Support Plan to the Customer Support Manager. 3.2. Contact the SSC in order to access the Technical Support Operation,provide name of caller, name of Customer, System ID number, Service Agreement number, site(s) in questions, and brief description of the problem. 3.3. Supply on-site presence when requested by System Support Center. 3.4. Validate issue resolution prior to close of the Case. © MOTOROLA 3.5. Allow Motorola remote access to the System by equipping the System with the necessary Connectivity. 3.6. Remove video from Digital In-Car Video equipment prior to contacting Motorola. If Technical Support assists the Customer in removing video, the Customer acknowledges, understands and agrees that Motorola does not guarantee or warrant that it will he able to extract any captured video or that any captured video will not be damaged, lost or corrupted. 3.7. Acknowledge that Cases will be handled in accordance with the times and priorities as defined in Remote Technical Support Response Times Table and the Severity Level defined in the Severity Definitions Table. 3.8. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the Technical Support service to Customer. Severity Definitions Table Severity Level Problem Types Severity I • Response is provided Continuously • Major System failure • 33%of System down • 33%of Site channels down • Site Environment alarms(smoke, access,temp,AC power). • This level is meant to represent a major issue that results in an unusable system, sub-system, Product, or critical features from the Customer's perspective. No Work-around or immediate solution is available. Severity 2 • Response during Standard Business Day • Significant System Impairment not to exceed 33%of system down • System problems presently being monitored • This level is meant to represent a moderate issue that limits a Customer's normal use of the system, sub-system, product, or major non-critical features from a Customer's perspective Severity 3 • Response during Standard Business Day • Intermittent system issues • Information questions • Upgrades/preventative maintenance - This level is meant to represent a minor issue that does not preclude use of the system,sub-system,product, or critical features from a Customer's perspective. It may also represent a cosmetic issue, including documentation errors,general usage questions,recommendations for product enhancements or modifications, and scheduled events such as preventative maintenance or product/system upgrades. Remote Technical Support Response Times Table SEVERITY RESPONSE Severity I Within I Hour from receipt of Notification,Continuously Severity 2 Within 4 Hours from receipt of Notification, Standard Business Day Severity 3 Within next Business Day, Standard Business Day MOTOROLA Statement of Work Security Update Service (SUS) 1.1 Definitions Terms that are capitalized but not defined in this Statement of Work shall have the definition given to such terms in the Service Terms and Conditions, the Connnunicatiions System Agreement or other applicable agreement. The following terms have the following meanings: 1.2 Non-Motorola Software: Software whose copyright is owned by a party other than Motorola or its affiliated company, including but not limited to the anti-virus definitions, operating system software patches and signature files that will be pre-tested pursuant to this Statement of Work. 1.3 System:The currently shipping Motorola ASTRO 25 System Release and up to 5 releases prior. 1.4 Supported Release: Security Update Service is available on the currently shipping Motorola ASTRO®25 System Release and up to 5 releases prior.If a customer is on a System Release outside of the N-5 release schedule,then they cannot purchase this service. 2.0 Description of Services With Security Update Service ("Service"), Motorola pretests the updated commercial anti-virus definitions for the Microsoft Windows based boxes on a System. This Service includes Motorola obtaining Microsoft Security Updates for Windows operating system, Solaris recommended patch bundles, Red Hat Linux security patches, anti-virus definitions*and intrusion detection sensor updates for Motorola supplied equipment from applicable original equipment manufacturer (OEM). Motorola will evaluate and pre-test each update on Motorola's ASTRO 25 test System components for operational impact. Motorola's verification and evaluation process for anti-virus definitions will consist of applying each update to an appropriate ASTRO 25 system release that corresponds and is consistent with supported**and fielded systems. Each assessment will consist of no less than 36 hours of examination time to evaluate the impact each anti- virus update has to the system. Upon satisfactory completion of the assessment pertaining to anti-virus signatures,these updates will be provided on a weekly basis either automatically or through connecting to Motorola's secured extranet connection. When anti-virus definitions classified as Category 4 (Severe, difficult to contain)and Category 5(Very Severe,very difficult to contain)by the commercial © MOTOROLA supplier are released, Motorola will determine if a high-priority release is necessary. Operating system updates/patches will be made available to our customers electronically upon successful testing in our lab environments on a monthly basis for Microsoft patches and on a quarterly basis for all others. NOTICE: If a customer wants antivirus and IDS updates automatically deployed onto their network,then they must purchase the Security Monitoring service. Otherwise, customers may download the updates from the secure extranet site and manually deploy them onto their network. Motorola will perform testing only on standard configurations certified by Motorola System Integration Testing (SIT) and Motorola supplied equipment/software prior to making an update available to Customers. * - Not all systems are provided antivirus for Microsoft and UNIX platforms. l o receive full antivirus support under this service offering,the customer must have a standard ASTRO 25 system that is supported and also has implemented antivirus for UNIX. **-Supported is defined as the current system release and the last five prior.Support beyond this model requires approval from the Customer Service Manager and the Security Services Product Manager. For extended coverage,please communicate a formal request to your account manager. The customer will be responsible for deploying Microsoft, Oracle, Sun Microsystems, UNIX, and Linux security updates from a Motorola provided secured extranet Web site. Antivirus and IDS updates will he capable of being pushed automatically to the customer ASTRO25 network only if the Security Monitoring service is purchased by the customer. If there is a recommended configuration change that is successfully tested on the ASTRO 25 test System, Motorola will provide detailed instructions for performing the configuration change. Inclusions:Security Update Service is available on the currently shipping Motorola ASTRO 25 System Release and up to 5 releases prior.If a customer is on a System Release outside of the N-5 release schedule,then they cannot purchase this service. Exclusions:Systems that have non-standard configurations that have not been certified by Motorola SIT are specifically excluded from this Service unless otherwise agreed in writing by Motorola. Service does not include pre-tested intrusion detection system (IDS) updates for IDS solutions not purchased through Motorola. NICE Recorder, certain consoles, MARVLIS, Symbol Equipment, AirDefense Equipment, AVL, and Radio Site Security products are also excluded. The scope of service coverage is defined by Motorola Services and is subject to change based on OEM support lifecycles.The terms and conditions of this Statement of Work are an integral part of Motorola's Service Terms and Conditions or other applicable Agreement to which it is attached and made a part thereof by this reference. MOTOROLA 3.1 Motorola has the following responsibilities: 3.2 Obtain anti-virus definitions for the Microsoft Windows platform, intrusion detection sensor signatures for Motorola supplied IDS,Microsoft Security Updates for Windows Operating system,Solaris operating system recommended patch bundles,and Red Hat Linux security patches from Motorola selected commercial suppliers. 3.3 Evaluate anti-virus definitions classified as Category 4 and 5 by Motorola selected commercial supplier to determine if a high-priority release is required. Motorola in its discretion will determine the urgency of the update based on the impact to the System. 3.4 Identify and document latest System vulnerabilities and compliance issues discovered during quarterly vulnerability scan performed in Section 3.4. 3.5 Investigate new vulnerabilities and compliance issues that are identified. Recommended response may include, but is not limited to, ASTRO 25 Systems, deploy security software updates; deploy operating system security updates or patches; implement configuration changes; upgrade to current ASTRO 25 System Release (actual upgrade expense not included in this service offering); or recommending a compensating control. 3.6 Pre-test recommended remediation when applicable and make documentation and/or software updates available to Customer electronically. 3.7 Provide documented response with recommended remediation when applicable for all new vulnerabilities quarterly or at Motorola's discretion to Customer electronically. 3.8 Test anti-virus definitions, intrusion detection sensor signatures, and operating system security updates/patches by deploying them on a dedicated ASTRO 25 test System with the standard supported configurations,which include Motorola's then current approved cohabitated applications. 3.9 Confirm that tested anti-virus definitions, intrusion detection sensor signatures, and operating system security updates/patches do not degrade or compromise System functionality on dedicated test System within the standard supported configurations. 3.10 Address issues identified during testing to support functionality under the procedures specified in 3.8 above by working with Motorola selected commercial supplier or Motorola product development engineering team. 3.11 Release pre-tested anti-virus definitions and intrusion detection sensor signatures for Motorola supplied IDS electronically on a weekly basis upon successful completion of the weekly lest cycle to be completed one week after release by commercial supplier unless an issue is detected or within 36 hours from Motorola selected commercial supplier's Category 4 & 5 certified virus definitions being available or at Motorola's discretion if determined by Motorola to be a high-priority release.Release may include MOTOROLA the anti-virus definition file,intrusion detection sensor signatures,updated configuration files,instructions and other information deemed pertinent by Motorola. 3.12 Release Microsoft,Solaris and Red Hat Linux operating system security patches/updates when they are certified and available with instructions for obtaining patch/update for Customer deployment on the Customer system. Microsoft operating system security updates will be released monthly as available from Motorola selected commercial supplier upon successful completion of monthly test cycle. Solaris and Red Hat Linux operating system security patches will be released quarterly upon successful completion of quarterly test cycle or at Motorola's discretion. 3.13 Notify Customer when the latest release is available with instructions on where to obtain latest release. 3.14 Provide technical assistance if there is an issue with the installation of an update. 3.15 Maintain annual Customer subscriptions for anti-virus definitions and intrusion detection sensor signatures,with Motorola selected commercial supplier. 4.1 Customer has the following responsibilities: 4.2 Provide means for accessing pre-tested files electronically. 4.3 Deploy pre-tested files on Customer System as instructed in the"Read Me" text provided. 4.4 Implement recommended remediation(s) on Customer System as determined necessary by Customer. 4.5 Upgrade System to a Supported System Release as necessary to continue Service. 4.6 Identify one point of contact for issues specific to Security Update Service. 4.7 Cooperate with Motorola and perform all acts that are reasonable and/or necessary to enable Motorola to electronically provide Security Update Service-Platinum to Customer. 4.8 Comply with the terms of the applicable license agreement between Customer and the Non-Motorola Software copyright owner. 4.9 Adhere closely to the System Support Center(SSC)troubleshooting guidelines provided upon system acquisition. A failure to follow SSC guidelines may cause Customer and Motorola unnecessary or overly burdensome remediation efforts that may result in a service fee to Customer. MOTOROLA 5.0 WARRANTIES AND DISCLAIMER: Motorola warrants that its services will be free of defects in materials and workmanship for a period of ninety (90) days following completion of the service. Your sole remedies are to require Motorola to re-perform the affected service or at Motorola's option to refund,on a pro-rata basis,the service fees paid for the affected service. During the applicable Warranty Period,Motorola warrants that the tested anti-virus definitions,intrusion detection sensor signatures, and operating system security updates/patches do not degrade or compromise System functionality,and that after incorporation of the recommended remediation action the System Software,when used properly and in accordance with the Documentation, will be free from a reproducible defect that eliminates the functionality or successful operation of a feature critical to the primary functionality or successful operation of the Software. Product and Software documentation that specifies technical and performance features and capabilities, and the user, operation and training manuals for the Software (including all physical or electronic media upon which this information is provided)are collectively referred to as "Documentation." Whether a defect occurs will be determined solely with reference to the Documentation. Motorola does not warrant that Customer's use of the Software or Products will be uninterrupted or error-free or that the Software or the Products will meet Customer's particular requirements. MOTOROLA DISCLAIMS ALL OTHER WARRANTIES WITH RESPECT TO PRE- TESTED ANTI-VIRUS DEFINITIONS,DATABASE SECURITY UPDATES, OPERATING SYSTEM SOFTWARE PATCHES,AND INTRUSION DETECTION SENSOR SIGNATURE FILES,EXPRESS OR IMPLIED,INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. FURTHER, MOTOROLA DISCLAIMS ANY WARRANTY CONCERNING THE NON-MOTOROLA SOFTWARE AND DOES NOT GUARANTEE THAT CUSTOMER'S SYSTEM WILL BE ERROR-FREE OR IMMUNE TO VIRUSES OR WORMS AS A RESULT OF THESE SERVICES. ® MOTOROLA Statement of Work Network Preventative Maintenance 1.0 Description of Service Network Preventative Maintenance will provide an operational test and alignment, on the Customer's Infrastructure Equipment (infrastructure or fixed network equipment only) to ensure the Infrastructure meets original manufacturer's specifications, as set forth in the applicable attached Exhibit(s), all of which are hereby incorporated by this reference. Customer's System type determines which Exhibit is applicable (i.e. SmartZone system exhibit, SmartNet system exhibit). Network Preventative Maintenance will be performed during Standard Business Days. If the System or Customer requirements dictate this service must occur outside of Standard Business Days,Motorola will provide an additional quotation. Customer is responsible for any charges associated with helicopter or other unusual access requirements or expenses. The terms and conditions of this SOW are an integral part of Motorola's Service Terms and Conditions or other applicable agreement to which it is attached and made a part thereof by this reference. 2.1 Motorola has the following responsibilities: 2.2 Notify the Customer of any possible System downtime needed to perform this service. 2.3 Physically inspect the Infrastructure Equipment in the system(equipment cabinets,general circuitry, fault indicators,cables,and connections). 2.4 Remove any dust,and/or foreign substances from the Infrastructure. 2.5 Clean filters,if applicable. 2.6 Measure,record,align,adjust the Infrastructure Equipment parameters in accordance with the manufacturer's service manuals and the Rules and Regulations of the Federal Communications Commission(FCC),where applicable. 3.I Customer has the following responsibilities: 3.2 1 Provide preferred schedule for Network Preventative Maintenance to Motorola. 3.3 2 Authorize and acknowledge any scheduled System downtime. 3.4 Maintain periodic backup of databases,Software applications and Firmware. 3.5 Establish and maintain a suitable environment(heat,light,and power)for the Equipment location and provide the Servicer full,free,and safe access to the Equipment so that the Servicer may provide services.All sites shall be accessible by standard service vehicles. 3.6 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the Network Preventative Maintenance services to Customer. ® MOTOROLA Conventional Network Preventative Maintenance Checklist Conventional Infrastructure Operational Check(where applicable) Base Station(s), Repeater(s), Control Station(s) Transmitter modulation, RF power output/reflected RF Frequency Measured/adjusted Receiver Sensitivity Measured/Adjusted Audio Input& Output Levels Combiner& Circulator Loss Receiver Desense (Full Duplex Only) Check Power Supply Voltages Consoles Positions/Remotes Audio Input&Output Levels Ethernet Operation Controller Power Supply Voltage, and AC Ripple Switches, Lights, CRT CEB Signal Levels Wiring and Grounding for each Position Check and Clean keyboards, CPU. CRT's CEB diagnostics Comparators (Voting) and /or Satellite Audio Input& Output Levels Receivers Receiver Sensitivity Measured/Adjusted Comparator power supply voltage Check for proper signal voting Power Check Diagnostics/Alarms UPS AC/DC Voltages/Batteries Switch-Over Operations Generator Switch to Generator Power AC to DC Power Unit(RF equipment) Switch to Battery Power Check Diagnostics/Alarms All Equipment Other Equipment Check all system printers Check all modems for proper levels&synchronization MBX/Other telco interface common equipment ® MOTOROLA Data—Network Preventative Maintenance Checklist Data Infrastructure Operational Check(where applicable) Data Base Station (Quantar) RSSI Calibration Check(-90) Transmit Frequency Adjustments Transmitter Deviation Adjustments Transmitter modulation Compensation Transmitter Power out and Adjustments Reflect Power Measurement Receiver Sensitivity Test Receive Antenna De-sense Test MSF 5000 Base Stations RSSI Calibration Check VCO Calibration Check (.38Micro Volt) Injection Filter Adjustments Pre-selector/Image Filter Adjustments Transmit Frequency Adjustments RF Power out Measurements RF Forward and Reflect Trip adjust Transmit Deviation Adjustments Receiver Sensitivity Test Transmitter modulation Compensation Gemini Base Station RSSI Calibration Check Transmit Frequency Adjustments RF Power out Measurements RF Forward and Reflect Trip adjust Transmit Deviation Adjustments Receiver Sensitivity Test Transmitter modulation Compensation Power Supply Voltage Check Power Supply Ripple Voltage Check Radio Network Controllers Power Suooly In-take Fan Host connection check Message buffering RF Interface Base Interface Wireless Network Gateway Visually check system status and fault LEDs. Check SMIT for any module errors. Check each major modules Power Supply Voltage Check Visually check all cabling Capture all log and error reports UDS/Paradyne Modems Check for received line level Perform remote modem digital loopback test Check telco/microwave circuit UPS Check Batteries Switch-Over Operations AC/DC Voltages ® MOTOROLA SMARTNET Network Preventative Maintenance Checklist SMARTNET Infrastructure Operational Check(where applicable) Repeater(s), Control Station(s) Transmitter modulation, RF power output/reflected RF Frequency Measured/adjusted Receiver Sensitivity Measured/Adjusted Power Supplies Audio Input& Output Levels Combiner&Circulator Loss Receiver Desense (Full Duplex Only) Check Power Supply Voltages Consoles Positions/Remotes Audio Input& Output Levels Ethernet Operation CEB Power Supply Voltage, and AC Ripple Switches, Lights, CRT CEB Signal Levels Wiring and Grounding for each Position Check and Clean keyboards, CPU. CRT's CEB Diagnostics Central Controllers, DIGITAC Comparators Central Controller and Power Supplies T Bar Switched Simulcast Controller Simulcast Remote Controller Distribution Amp DIGITAC Comparator Receiver Multi-Couplers Check for receiver to Comparator audio path. Check to see if equalization is required. Check for proper audio to Status Tone ratio Confirm that all Receiver RX Notch Filters are either IN or OUT GPS Roll to Redundant Receive Reference Module Frequency Standards (check 1 PPS, 5 MPPS, composite) Check Power Supply Voltages Site Equipment Audio Network Analyzer Baseline Database Server System Manager Terminal Site Test/System Calibration Equipment POWER Check Diagnostics/Alarms UPS AC/DC Voltages/Batteries Switch-Over Operations Generator Switch to Generator Power AC to DC Power Unit(RF equipment) Switch to Battery Power Check Diagnostics/Alarms All Equipment Other Equipment Check all system printers Check all modems for proper levels &synchronization MBX/Other telco interface common equipment MOTOROLA SmartZone -Network Preventative Maintenance Checklist SmartZone Infrastructure Operational Check(where applicable) Repeater(s), Control Station(s) Transmitter modulation RF power output/reflected RF Frequency Measured/adjusted Receiver Sensitivity Measured/Adjusted Audio Input& Output Level Check Low Speed Data Combiners & Circulator Loss Receiver Desense (Full Duplex Only) Power Supply voltages Consoles Positions/Remotes Audio Input& Output Level Ethernet Operation CEB Power Supply Voltage, and AC Ripple Switches, Lights, CRT CEB Signal Levels Wiring and Grounding for each Position Check and Clean keyboards, CPU. CRT's CEB Diagnostics Central Controllers, DIGITAC Comparators Central Controller and Power Supplies T Bar Switched Simulcast Controller Simulcast Remote Controller Distribution Amp DIGITAC Comparator Receiver Multi-Couplers and Tower Mounted Amplifier Check for receiver to Comparator audio path. Check for proper audio to Status Tone ratio Confirm that all Receiver RX Notch Filters are either IN or OUT GPS Roll to Redundant Receive Reference Module Check Frequency Standards Check Power Supply Voltages Site Equipment Audio Network Analyzer Baseline Database Server System Manager Terminal Site Test/System Calibration Equipment Power Check Diagnostics/Alarms UPS AC/DC Voltages/Batteries Switch-Over Operations Generator Switch to Generator Power AC to DC Power Unit(RF equipment) Switch to Battery Power Check Diagnostics/Alarms All Equipment Other Equipment Check all system printers Check all modems for proper levels &synchronization MBX/Other telco interface common equipment ® MOTOROLA ASTRO® LE -Network Preventative Maintenance Checklist Astro LE Infrastructure Operational Check(where applicable) CO-LOCATED/REMOTE SITE Repeater(s), Control Station(s) TX Frequency in Hz TX Power Output of Station (Forward/Reflected) TX Power Output out of Combiner(Forward/Reflected) TX Low Speed Deviation TX Test Pattern Deviation TX BER RX Tower/Rack Mounted Amplifier RX RF Level at 5% BER at Receiver and Through Multi-Coupler Receiver Desense/ Degradation do to Site Noise and TX Desense Wireline Audio Input& Output Levels Site Controllers Check Lights/Fan Operation Check/Align Frequency Standard Roll to Redundant Controller(pre-approved by customer) Test Site Trunking/Failsoft Modes (pre-approved by customer) Multiple Control Channel Switching (pre-approved by customer) Router/Switches Check Lights/Fan Operation All Equipment Check Diagnostics/Alarms Power Supply Voltages MASTER/PRIME SITE(RF Equipment) Master/Prime Site Controllers Check Lights/Fan Operation Roll to Redundant Controller(pre-approved by customer) Router/Switches Check Lights/Fan Operation ASTRO-TAC Comparators Check for receiver to Comparator audio path ACTAC 9600 Comparator All sites on line? V.24 link health-link delays Channel Bank Channel Bank/transport health for all sites (diagnostics/alarms) Roll to Redundant Power Supply(pre-approved by customer) MASTER/PRIME SITE(Servers) Site Control Manager/Site Command Server(Clients) Backup Databases Terminal Server Remote Access Test GPS Roll to Redundant Receive Reference Module (pre-approved by customer) Frequency Standards(check 1 PPS, 5 MPPS, composite) Check Power Supply Voltages POWER Check Diagnostics/Alarms UPS AC/DC Voltages/Batteries Switch-Over Operations Generator Switch to Generator Power(pre-approved by customer) ® MOTOROLA AC to DC Power Unit(RF equipment) Switch to Battery Power(pre-approved by customer) ASTRO®LE Network Preventative Mai-nttiitk ik acnieMt(c atms All Equipment TRUNKING TEST(Completed at all Sites) Talkgroup Call Multigroup Call Private Call Secure Call Hello