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rr~~~? MOTOl40LA Essential Plus Services • Repair Verification Preference and procedure • Database and escalation procedure forms. • Submit changes in any information supplied to Motorola and included in the CSP to the CSM. 1.6.4 Provide the following information when initiating a service request: • Assigned system ID number • Problem description and site location • Other pertinent information requested by Motorola to open a Case. 1.6.5 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, renaming elements or devices within the network, or taking down part of the system to perform maintenance.) 1.6.6 Allow Servicers access to equipment (including any connectivity or monitoring equipment) if remote service is not possible. 1.6.7 Allow Servicers access to remove Motorola owned monitoring equipment upon cancellation of service. 1.6.8 Provide all customer managed passwords required to access the customer's system to Motorola upon request or when opening a case to request service support or enable response to a technical issue. 1.6.9 Pay additional support charges above and beyond the contracted service agreements that may apply if it is determined that system faults were caused by the customer making changes to critical system parameters 1.6.10 Obtain at Customer's cost all third party consents or licenses required to enable Motorola to provide the monitoring service. 1.6.11 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the services described in this SOW. 1.6.12 Contact Motorola to coordinate transition of monitoring when monitoring responsibility is to be transferred to or from Motorola. (I.e. normal business hours to after-hours monitoring) as set forth in pre-defined information provided by customer CSP. 1.6.12.1 Upon contact, customer must provide customer name, site id, status on any open cases, severity level, and brief description of case and action plan to Motorola. 1.6.13 Acknowledge that cases will be handled in accordance with the times and priorities as defined in the Engagement Matrix. 1.6.14 Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to provide the Network Event Monitoring. Appendix G: Security Monitoring Service Overview Motorola's Security Monitoring Services includes anti-malware monitoring and authentication log monitoring. There are also options for firewall monitoring, intrusion detection system (IDS) monitoring, and ASTRO 25 system log monitoring. Motorola's ASTRO 25 Security Monitoring is a complete solution that provides peace of mind and reduces the risk that your network availability will be impacted by a security threat. The solution includes 24x7x365 monitoring of the radio network security elements by experienced, specialized security technologists with years of experience working with ASTRO 25mission-critical networks. For highly complex or unusual security events, our technologists have direct and immediate access to Motorola engineers for rapid resolution. Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 property name. 40-56