Common use of Severity Levels and Case Management Clause in Contracts

Severity Levels and Case Management. Motorola services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola to prioritize its resources for availability on our customer’s more severe service needs. Severity level response time defines the actions that will be taken by Motorola Support and Engineering teams. Due to the urgency involved in some service cases, Motorola will make every reasonable effort to provide a temporary or work around solution (On Demand). When a permanent solution is developed and certified through testing, it will be incorporated in to the applicable On Demand, Cumulative Update, Supplemental, or Standard Release. SEVERITY LEVEL DEFINITION RESPONSE TIME 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. This level is meant to represent a major issue that results in an unusable System, Subsystem, Product, or critical features. No work around or immediate solution is available. Telephone conference within 1 Hour of initial voice notification 2 Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- around. Note that this may not be applicable to intermittent problems. This level is meant to represent a moderate issue that limits a Customer’s normal use of the System, Subsystem, Product or major non-critical features. Telephone conference within 3 Business Hours of initial voice notification during normal business hours 3 Non-Critical Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. This level is meant to represent a minor issue that does not preclude use of the System, Subsystem, Product, or critical features. Telephone conference within 6 Business Hours of initial notification during normal business hours 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. This level is meant to represent very minor issues, such as cosmetic issues, documentation errors, general usage questions, and product or System Update requests. Telephone conference within 2 Standard Business Days of initial notification Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola adheres to strict policy dictated by the level of problem severity. Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 CRITICAL ACTION RESPONSIBILITY 0 Hours Initial service request is placed. Support Analyst begins working on problem and verifies / determines severity level. Support Analyst 2 Hours If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who assigns additional resources. Email notification to Director of Customer Support and Director of System Integration. Support Analyst Support Manager 4 Hours If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support and Director of System Integration to assign additional resources. Email notification to Vice President of System Integration and Vice President Customer Support. Support Manager Director of Customer Support Director of Systems Integration 8 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and Account Team. Support Manager Director of Customer Support Director of Systems Integration VP of System Integration VP of Customer Support 12 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and Account Team, Senior Vice President’s of Operations, System Integration, Customer Support and Engineering. Senior Management Support Operations Systems Integration Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola technical support representative, to include notification to Motorola management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning.

Severity Levels and Case Management. Motorola services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola to prioritize its resources for availability on our customer’s more severe service needs. Severity level response time defines the actions that will be taken by Motorola Support and Engineering teams. Due to the urgency involved in some service cases, Motorola will make every reasonable effort to provide a temporary or work around solution (On Demand). When a permanent solution is developed and certified through testing, it will be incorporated in to into the applicable On Demand, Cumulative Update, Supplemental, or Standard Release. SEVERITY LEVEL DEFINITION RESPONSE TIME 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. This level is meant to represent a major issue that results in an unusable System, Subsystem, Product, or critical features. No work around or immediate solution is available. Telephone conference within 1 Hour of initial voice notification 2 Non-Critical Major Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- work-around. Note that this may not be applicable to intermittent problems. This level is meant to represent a moderate issue that limits a Customer’s normal use of the System, Subsystem, Product or major non-critical features. Telephone conference within 3 Business Hours of initial voice notification during normal business hours 3 Non-Critical Minor Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. This level is meant to represent a minor issue that does not preclude use of the System, Subsystem, Product, or critical features. Telephone conference within 6 Business Hours of initial notification during normal business hours 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. This level is meant to represent very minor issues, such as cosmetic issues, documentation errors, general usage questions, and product or System Update requests. Telephone conference within 2 Standard Business Days of initial notification Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola adheres to strict policy dictated by the level of problem severity. Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 CRITICAL ACTION RESPONSIBILITY 0 Hours Initial service request is placed. Support Analyst begins working on problem and verifies / determines severity level. Support Analyst 2 Hours If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who assigns additional resources. Email notification to Director of Customer Support and Director of System Integration. Support Analyst Support Manager 4 Hours If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support and Director of System Integration to assign additional resources. Email notification to Vice President of System Integration and Vice President Customer Support. Support Manager Director of Customer Support Director of Systems Integration 8 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and Account Team. Support Manager Director of Customer Support Director of Systems Integration VP of System Integration VP of Customer Support 12 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and Account Team, Senior Vice President’s President of Operations, System Integration, Customer Support and Engineering. Senior Management Support Operations Systems Integration Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola technical support representative, to include notification to Motorola management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning.

Severity Levels and Case Management. Motorola services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola to prioritize its resources for availability on our customer’s more severe service needs. Severity level response time defines the actions that will be taken by Motorola Support and Engineering teams. Due to the urgency involved in some service cases, Motorola will make every reasonable effort to provide a temporary or work around solution (On Demand). When a permanent solution is developed and certified through testing, it will be incorporated in to into the applicable On Demand, Cumulative Update, Supplemental, or Standard Release. SEVERITY LEVEL DEFINITION RESPONSE TIME 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. This level is meant to represent a major issue that results in an unusable System, Subsystem, Product, or critical features. No work around or immediate solution is available. Telephone conference within 1 Hour of initial voice notification 2 Non-Critical Major Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- work-around. Note that this may not be applicable to intermittent problems. This level is meant to represent a moderate issue that limits a Customer’s normal use of the System, Subsystem, Product or major non-critical features. Telephone conference within 3 Business Hours of initial voice notification during normal business hours 3 Non-Critical Minor Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. This level is meant to represent a minor issue that does not preclude use of the System, Subsystem, Product, or critical features. Telephone conference within 6 Business Hours of initial notification during normal business hours 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. This level is meant to represent very minor issues, such as cosmetic issues, documentation errors, general usage questions, and product or System Update requests. Telephone conference within 2 Standard Business Days of initial notification Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola adheres to strict policy dictated by the level of problem severity. Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 CRITICAL ACTION RESPONSIBILITY 0 Hours Initial service request is placed. Support Analyst begins working Support Analyst on problem and verifies / determines severity level. Support Analyst 2 Hours If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who assigns Support Analyst additional resources. Email notification to Director of Customer Support Manager Support and Director of System Integration. Support Analyst Support Manager 4 Hours If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support Support Manager and Director of System Integration to assign additional Director of Customer Support resources. Email notification to Vice President of System Director of Systems Integration Integration and Vice President Customer Support. 8 Hours Support Manager Director of Customer Support Director of Systems Integration 8 Hours If a resolution is not identified within this timeframe, Director of Director of Customer Support Customer Support escalates to Vice President of System Director of Systems Integration Integration, Vice President of Support, and Account Team. Support Manager Director of Customer Support Director of Systems Integration VP of System Integration VP of Customer Support 12 Hours If a resolution is not identified within this timeframe, Director of Senior Management Customer Support escalates to Vice President of System Support Integration, Vice President of Support, and Account Team, Operations Senior Vice President’s President of Operations, System Integration, Systems Integration Customer Support and Engineering. Senior Management Support Operations Systems Integration Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola technical support representative, to include notification to Motorola management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning.

Severity Levels and Case Management. Motorola Solutions services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola Solutions to prioritize its resources for availability on our customer’s more severe service needs. Severity level response time defines the actions that will be taken by Motorola Solutions Support and Engineering teamsteam. Due to the urgency involved in some service cases, Motorola Solutions will make every reasonable effort to provide a temporary or work around solution (On Demand)solution. When a permanent solution is developed and certified through testing, it will be incorporated in to the applicable On Demand, Cumulative Update, Supplemental, Supplemental and or Standard Release. SEVERITY LEVEL DEFINITION RESPONSE TIME 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. This level is meant to represent a major issue that results in an unusable System, Subsystem, Product, or critical features. No work around or immediate solution is available. Telephone conference within 1 Hour of initial voice notification 2 Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- around. Note that this may not be applicable to intermittent problems. This level is meant to represent a moderate issue that limits a Customer’s normal use of the System, Subsystem, Product or major non-critical features. Telephone conference within 3 Business Hours of initial voice notification during normal business hours 3 Non-Critical Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. This level is meant to represent a minor issue that does not preclude use of the System, Subsystem, Product, or critical features. Telephone conference within 6 Business Hours of initial notification during normal business hours 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. This level is meant to represent very minor issues, such as cosmetic issues, documentation errors, general usage questions, and product or System Update requests. Telephone conference within 2 Standard Business Days of initial notification Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola Solutions adheres to strict policy dictated by the level of problem severity. Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 CRITICAL ACTION RESPONSIBILITY 0 Hours Initial service request is placed. Support Analyst begins working on problem and verifies / determines severity level. Support Analyst 2 Hours If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who assigns additional resources. Email notification to Director of Customer Support and Director of System Integration. Support Analyst Support Manager 4 Hours If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support and Director of System Integration to assign additional resources. Email notification to Vice President of System Integration and Vice President Customer Support. Support Manager Director of Customer Support Director of Systems Integration 8 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and Account Teamaccount team. Support Manager Director of Customer Support Director of Systems Integration VP of System Integration VP of Customer Support 12 Hours If a resolution is not identified within this timeframe, Director of Customer Support escalates to Vice President of System Integration, Vice President of Support, and Account Teamaccount team, Senior Vice President’s of Operations, System Integration, Customer Support and Engineering. Senior Management Support Operations Systems Integration Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola Solutions technical support representative, to include notification to Motorola Solutions management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning.

Severity Levels and Case Management. Motorola services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola to prioritize its resources for availability on our customer’s more severe service needs. Severity level response time defines the actions that will be taken by Motorola Motorola’s Support and Engineering teamsteam. Due to the urgency involved in some service cases, Motorola will make every reasonable effort to provide a temporary or work around solution (On Demand)solution. When a permanent solution is developed and certified through testing, it will be incorporated in to the applicable On Demand, Cumulative Update, Supplemental, Supplemental and or Standard Release. SEVERITY LEVEL DEFINITION RESPONSE TIME 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. This level is meant to represent a major issue that results in an unusable System, Subsystem, Product, or critical features. No work around or immediate solution is available. Telephone conference within 1 Hour of initial voice notification 2 Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- around. Note that this may not be applicable to intermittent problems. This level is meant to represent a moderate issue that limits a Customer’s normal use of the System, Subsystem, Product or major non-critical features. Telephone conference within 3 Business Hours of initial voice notification during normal business hours 3 Non-Critical Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. This level is meant to represent a minor issue that does not preclude use of the System, Subsystem, Product, or critical features. Telephone conference within 6 Business Hours of initial notification during normal business hours 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. This level is meant to represent very minor issues, such as cosmetic issues, documentation errors, general usage questions, and product or System Update requests. Telephone conference within 2 Standard Business Days of initial notification Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola adheres to strict policy dictated by the level of problem severity. Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 CRITICAL ACTION RESPONSIBILITY 0 Hours Initial service request is placed. Support Analyst begins working on problem and verifies / determines severity Support Analyst level. Support Analyst 2 Hours If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who assigns additional resources. Email notification to Support Analyst Director of Customer Support and Director of System Customer Support Manager Integration. Support Analyst Support Manager 4 Hours If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support Manager Customer Support and Director of System Integration to Director of Customer Support assign additional resources. Email notification to Vice Director of Systems Integration President of System Integration and Vice President Customer Support. Support Manager Director of Customer Support Director of Systems Integration 8 Hours If a resolution is not identified within this timeframe, Customer Support Manager Director of Customer Support escalates to Vice Director of Customer Support President of System Integration, Vice President of Support, and Account Team. Support Manager Director of Customer Support Director of Systems Integration Support, and account team. VP of System Integration VP of Customer Support 12 Hours If a resolution is not identified within this timeframe, Senior Management Director of Customer Support escalates to Vice Support President of System Integration, Vice President of Operations Support, and Account Teamaccount team, Senior Vice President’s of Systems Integration Operations, System Integration, Customer Support and Engineering Engineering. Senior Management Support Operations Systems Integration Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola technical support representative, to include notification to Motorola management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning.

Severity Levels and Case Management. ‌ Motorola Solutions services and response times are based on the severity levels of the error a customer is experiencing as defined below. This method of response allows Motorola Solutions to prioritize its resources for availability on our customer’s more severe service needs. Severity level response time defines the actions that will be taken by Motorola Solutions’ Support and Engineering teamsteam. Due to the urgency involved in some service cases, Motorola Solutions will make every reasonable effort to provide a temporary or work around solution (On Demand)solution. When a permanent solution is developed and certified through testing, it will be incorporated in to the applicable On Demand, Cumulative Update, Supplemental, Supplemental and or Standard Release. SEVERITY Release.‌ SEVERITY‌‌ LEVEL DEFINITION RESPONSE TIME 1 1‌‌ Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. This level is meant to represent a major issue that results in an unusable System, Subsystem, Product, or critical features. No work around or immediate solution is available. Telephone conference within 1 Hour of initial voice notification 2 2‌ Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- around. Note that this may not be applicable to intermittent problems. This level is meant to represent a moderate issue that limits a Customer’s normal use of the System, Subsystem, Product or major non-critical features. Telephone conference within 3 Business Hours of initial voice notification during normal business hours 3 3‌ Non-Critical Failure - Non-Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. This level is meant to represent a minor issue that does not preclude use of the System, Subsystem, Product, or critical features. Telephone conference within 6 Business Hours of initial notification during normal business hours 4 4‌‌ Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. This level is meant to represent very minor issues, such as cosmetic issues, documentation errors, general usage questions, and product or System Update requests. Telephone conference within 2 Standard Business Days of initial notification Incoming cases are automatically assigned an initial Severity Level of 3, unless otherwise indicated or determined at the time the case is logged. When escalation is required, Motorola Solutions adheres to strict policy dictated by the level of problem severity. Severity Level One Escalation Once an issue is escalated to Engineering, the following table is used as an Engineering resolution guideline for standard product problems. Escalation Policy- Severity Level 1 1‌ CRITICAL ACTION RESPONSIBILITY 0 Hours RESPONSIBILITY‌‌‌ Initial service request is placed. Support Analyst begins 0 Hours working on problem and verifies / determines severity level. Support Analyst 2 Hours level.‌ If a resolution is not identified within this timeframe, SA escalates to the Customer Support Manager who Support Analyst‌ 2 Hours assigns additional resources. Email notification to Customer Support Manager Director of Customer Support and Director of System Integration. Support Analyst Support Manager 4 Hours If a resolution is not identified within this timeframe, Customer Support Manager escalates to the Director of Customer Support Manager 4 Hours Customer Support and Director of System Integration to Director of Customer Support‌‌ assign additional resources. Email notification to Vice Director of Systems Integration President of System Integration and Vice President Customer Support. Support Manager Director of Customer Support Director of Systems Integration 8 Hours If a resolution is not identified within this timeframe, Customer Support Manager Director of Customer Support escalates to Vice Director of Customer Support‌‌‌‌ 8 Hours President of System Integration, Vice President of Support, and Account Team. Support Manager Director of Customer Support Director of Systems Integration Support, and account team. VP of System Integration VP of Customer Support 12 Hours If a resolution is not identified within this timeframe, Senior Management Director of Customer Support escalates to Vice Support‌‌ 12 Hours President of System Integration, Vice President of Operations‌ Support, and Account Teamaccount team, Senior Vice President’s of Systems Integration Operations, System Integration, Customer Support and Engineering‌ Engineering. Senior Management Support Operations Systems Integration Engineering All Severity Level 1 problems will be transferred or dispatched immediately to the assigned Motorola Solutions technical support representative, to include notification to Motorola Solutions management 24x7. All other severity level problems logged after business hours will be dispatched the next business morning.