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TECH -LINK. Means L3Harris' secure web portal containing on-line support tools offered to Customer as <br />part of the applicable SOW. Access is restricted to authorized Customers via user 1D and password login. <br />TERMINALS. Means mobile radios, portable radios, control stations, vehicle repeaters, or back up <br />dispatch radios that consist of mobile or portable radios as their prime radio transmitter, as listed in the <br />Equipment List. <br />THIRD PARTY (IES). Means any entity other than L3Harris that provides products or services to <br />Customer, whether managed by or processed through L3Harris. <br />WORKING HOURS. Working Hours are defined as 8:00 a.m. to 5:00 p.m. Monday through Friday <br />excluding national holidays. Work performed outside of Working Hours is defined as Demand Services or <br />Other Services, <br />STATEMENT OF WORK ("SOW") <br />NOC Network Monitoring and Dispatch <br />This SOW is subject to the Agreement Terms and Conditions to which it is attached. The Equipment <br />covered by this SOW is contained in the attached Equipment List. <br />1.0 Description of Services <br />Services to be performed under this SOW are Network Monitoring and Dispatch Services for L311arris's <br />P25 and OpenSky communications systems by the Network Operations Center ("NOC"). <br />1.1 Network Operations Center("NOC"): <br />1.1.1 NOC provides network infrastructure monitoring and site environmental monitoring to <br />assist Customer in managing and maintaining their communications systems. NOC is <br />staffed with qualified technical personnel and currently provides network monitoring for <br />P25 and OpenSky customers. NOC staff is alerted when alarm conditions occur in the <br />Customer's system, the Customer's system notifies NOC, and NOC technologists react to <br />such alarms per guidelines established with the Customer to define notification, escalation <br />and response plans based on alarm Table 1 Response Matrix. <br />1.12 L3Harris provides dedicated connectivity using Generic Routing Encapsulation crypto <br />tunneling technology from the Customer's system to the NOC. NOC technicians can <br />perform 24x7x365 monitoring of system elements as defined in the Radio Network <br />Monitor ("RNM") and covered in the Equipment List: <br />1.1.2.1 Packet routing network. <br />1.1.2.2 Controllers. <br />1.1.2.3 All servers. <br />1.1.2.4 Gateways. <br />1.1.2.5 Dispatch consoles. <br />1.1.2.6 RF Sites and environmental or housekeeping alarms. <br />1.1.2.7 Microwave/Tl/Fiber/4.9 GHz backhauls. <br />2.0 L3Harris Responsibilities: <br />2.1 Support for a network interface to the NOC via a secure connection. <br />2.2 Monitor the Customer's system/network on a 24x7x365 basis. <br />2.3 Upon detection of a system alarm condition per Table 1 Response Matrix, the NOC will <br />initiate a service ticket. <br />2.4 Notify Customer's single point of contact. <br />2.5 Coordinate dispatch of a local technician. <br />2.6 Support to L3Harris engineering staff, L311arris field technicians, subcontractors/vendors, <br />and authorized Customer's representatives. <br />2.7 Escalation to L311arris management when required. <br />2.8 Documentation of alarm activity, date/time of alarm, actions taken, and results of those <br />actions using Advanced Management Maintenance System incident logging which <br />provides: <br />37 <br />