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tfr•!r~; M®T®R®LA~ Essential Plus Services 1.4.1 Does not include monitoring of anything outside of the radio network or monitoring of infrastructure provided by a third party, unless specifically stated. Monitored elements must be within the radio network and capable of sending traps to the Unified Event Manager (UEM). 1.4.2 Additional support charges above and beyond the contracted service agreement fees may apply if Motorola determines that system faults were caused by the customer making changes to critical system parameters. 1.4.3 The following activities are outside the scope of the Network Monitoring service, but are optional services that are available to remote Network Monitoring customers at an additional cost: • Emergency on-site visits required to resolve technical issues that cannot be resolved by SSC working remotely with the local customer technical resource. • System installations, upgrades, and expansions. • Customer training. • Hardware repair and/or exchange. • Network security services. • Network transport (WAN ports, WAN cloud, redundant paths). • Information Assurance. • Any services not expressly included in this statement of work. 1.4.4 Reference the event catalogue to confirm monitored equipment. 1.5 Motorola has the following responsibilities: 1.5.1 Provide dedicated connectivity through a network connection necessary for monitoring communication networks. The Connectivity Matrix further describes the connectivity options. 1.5.2 If determined necessary by Motorola, provide Motorola owned equipment for monitoring system elements. If Motorola installs or replaces Motorola owned equipment, the type of equipment and location installed is listed in the Motorola Owned & Supplied Equipment Table. 1.5.3 Verify connectivity and event monitoring prior to system acceptance or start date. 1.5.4 Monitor system continuously during hours designated in the CSP in accordance with the pre-defined times specified in the Engagement Matrix. 1.5.5 Remotely access the customer's system to perform remote diagnosis as permitted by customer pursuant to the Connectivity Matrix. 1.5.6 Create a case, as necessary. Gather information to perform the following: • Characterize the issue • Determine a plan of action • Assign and track the case to resolution. 1.5.7 Cooperate with customer to coordinate transition of monitoring responsibilities between Motorola and customer as specified in section 1.6.12 and 1.6.12.1. 1.5.8 Maintain communication as needed with the customer in the field until resolution of the case 1.6 The Customer has the following responsibilities: 1.6.1 Allow Motorola continuous remote access to enable the monitoring service. 1.6.2 Provide continuous utility service to any Motorola equipment installed or utilized at customer's premises to support delivery of the service. Customer acknowledges Risk of loss to any Equipment provided to Customer as part of the Services will reside with Customer upon delivery and will remain with Customer until Equipment is returned to Motorola or its authorized representative. 1.6.3 Provide Motorola with predefined customer information and preferences prior to Start Date necessary to complete the CSP, including, but not limited to: • Case notification preferences and procedure Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 property name. 39-56