Device Management Services - Essential

Statement of Work

APRIL 2025

# Section 1

Statement of Work for Device Management Services – Essential

## 1.1 Overview

Device Management Services - Essential (“DMS”) for APX™ subscriber radios provides the Customer with Subscriber Radio Technical Support and Hardware Repair services. DMS is structured as a per-unit, fixed-fee multi-year service in order to mitigate the likelihood of unexpected subscriber radio repair expenses.

This Statement of Work (“SOW”) is subject to the terms and conditions of the Motorola Solutions Services Agreement or other applicable agreement in effect between the parties (“Agreement”). The terms of this SOW are an integral part of an Agreement with the Customer to which this SOW is appended and is made a part thereof by this reference. In the event of a conflict between the terms and conditions of an Agreement and the terms and conditions of this SOW, this SOW will control as to the inconsistency only. The SOW applies to the Device specifically named in the Agreement.

## 1.2 Hardware Repair

### 1.2.1 Scope

Hardware Repair provides repair coverage for internal and external subscriber radio components that do not work in accordance with published specifications. Repair services are performed at a Motorola Solutions-operated or supervised facility. The subscriber radio will be repaired to bring it to compliance with its specifications, as published by Motorola at the time of delivery of the original subscriber radio.

### 1.2.2 Motorola Solutions Responsibilities

● Repair or replace malfunctioning device, as determined by Motorola.

● Complete repair or replacement with a turnaround time of four business days in-house, provided the device is delivered to the repair center by 9:00 a.m. (local repair center time). Turnaround time represents the time a product spends in the repair process, and does not include time in transit to and from the Customer’s site. Business days do not include US holidays or weekends.

● If applicable, apply periodically-released device updates, in accordance with an Engineering Change Notice.

● Provide two-way shipping in the U.S. when a supported Motorola electronic system, such as Customer Hub, is used to initiate a repair. A shipping label will be generated via the electronic system.

### 1.2.3 Limitations and Exclusions

● Replacement of consumable parts or accessories, as defined by product, including batteries, cables, antennas and carrying cases.

● In the case of mobile radios, repair of a single mobile control head that is required for normal operation of the subscriber radio is included, provided the control head was supplied at the original point of purchase of the mobile radio.

● Repair of problems caused by:

- Internal or external damage resulting from natural or manmade disasters, including fire, theft and floods.

- Third-party software, accessories or peripherals not approved in writing by Motorola for use with the device.

- Using the device outside of the product’s operational and environmental specifications, including improper handling, carelessness or reckless use.

- Unauthorized alterations, attempted repair, repair by a third party.

● Non-remedial work, including administration and operator procedures, reprogramming and operator or user training.

● Problem determination and/or work performed to repair or resolve issues with non-covered products. For example, hardware or software products not specifically listed on the service order form are excluded from service.

● Cosmetic imperfections that do not affect the functionality of the device.

● Software support for unauthorized modifications or misuse of the device.

● File backup or restoration.

● Completion and test of incomplete application programming or system integration, if not performed by Motorola and covered by Motorola services.

● Software Release updates.

● Accidental damage, chemical or liquid damage or other damage caused outside of normal device operating specifications.

● Motorola is not obligated to provide support for any device that has been subject to the following:

- Repaired, tampered with, altered or modified (including the unauthorized installation of any software) — except by Motorola authorized service personnel.

- Subjected to unusual physical or electrical stress, abuse or forces or exposure beyond normal use within the specified operational and environmental parameters set forth in the applicable product specification.

- If the Customer fails to comply with the obligations contained in the product purchase agreement and/or the applicable software license agreement and/or Motorola terms and conditions of service.

● DMS Essential is quoted on a per-unit basis, prepaid, non-cancellable, and non-refundable for the purchased service term.

### 1.2.4 Customer Responsibilities

● For non-contiguous renewals and services purchased separately from APX subscriber radios, Customer must provide a complete list, preferably in electronic format, of all hardware serial numbers to be covered under the Agreement to Motorola.

● Initiate subscriber radio repairs, as needed.

- When initiating a repair via a supported Motorola electronic system, label each package correctly with the shipping label and Return Material Authorization (“RMA”) number generated by the electronic system.

- When initiating a repair via paper Return Material Form (“RMF”), the RMF must be completed for each device, included in the package with the device, and shipped to the Motorola depot specified on the RMF.

● Remove any data or other information from the device that the Customer wishes to destroy or retain prior to sending the device for repair.

## 1.3 Hardware Repair with Accidental Damage

### 1.3.1 Scope

Hardware Repair with Accidental Damage provides repair coverage for internal and external subscriber radio components damaged due to accidents or that do not work in accordance with published specifications. Repair services are performed at a Motorola-operated or supervised facility. The subscriber radio will be repaired to bring it to compliance with its specifications, as published by Motorola at the time of delivery of the original subscriber radio.

Accidental Damage coverage includes:

● Electrical repair for failures caused by accidental water damage.

● Electrical repair for accidental internal damage.

● Replacement of accidentally cracked or broken housings.

● Replacement of accidentally cracked or broken displays.

● Replacement of accidentally cracked or broken or missing keypads/buttons.

### 1.3.2 Motorola Solutions Responsibilities

● Repair or replace malfunctioning device, as determined by Motorola.

● Complete repair or replacement with a turnaround time of three business days, provided the devices are delivered to the repair center by 9:00 a.m. (local repair center time). Turnaround time represents the time a product spends in the repair process, and does not include time in transit. Business days do not include US holidays or weekends.

● If applicable, apply periodically-released device updates, in accordance with an Engineering Change Notice.

● Provide two-way shipping in th e U.S. when a supported Motorola electronic system, such as Customer Hub, is used to initiate a repair. A shipping label will be generated via the electronic system.

### 1.3.3 Limitations and Exclusions

● Replacement of consumable parts or accessories, as defined by product, including batteries, cables, antennas and carrying cases.

● In the case of mobile radios, repair of a single mobile control head that is required for normal operation of the subscriber radio is included, provided the control head was supplied at the original point of purchase of the mobile radio.

● Repair of problems caused by

- Internal or external damage resulting from natural or manmade disasters, including fire, theft and floods that would cause internal or external component damage or destruction.

- Third-party software, accessories or peripherals not approved in writing by Motorola Solutions for use with the device.

- Using the device outside of the product’s operational and environmental specifications, including improper handling, carelessness or reckless use.

- Unauthorized alterations, attempted repair, repair by a third party.

● Non-remedial work, including administration and operator procedures, reprogramming and operator or user training.

● Problem determination and/or work performed to repair or resolve issues with non-covered products. For example, hardware or software products not specifically listed on the service order form are excluded from service.

● Cosmetic imperfections that do not affect the functionality of the device.

● Software support for unauthorized modifications or misuse of the device.

● File backup or restoration.

● Completion and test of incomplete application programming or system integration, if not performed by Motorola and covered by Motorola services.

● Software Release updates.

● There is a limit of one device repair per device, per contract year with Accidental Damage coverage.

● Where ongoing “accidental damage” is deemed by Motorola to be excessive, systemic or the result of device mishandling, the Customer may be subject to an additional charge. Should the accidental damage continue unabated, the Customer will incur repair charges at Motorola’s discretion and prevailing charges for devices deemed by Motorola to have been damaged through improper handling, carelessness, or reckless use.

● Motorola is not obligated to provide support for any device that has been subject to the following:

- Repaired, tampered with, altered or modified (including the unauthorized installation of any software) — except by Motorola authorized service personnel.

- Subjected to unusual physical or electrical stress, abuse or forces or exposure beyond normal use within the specified operational and environmental parameters set forth in the applicable product specification.

- If the Customer fails to comply with the obligations contained in the product purchase agreement and/or the applicable software license agreement and/or Motorola Solutions terms and conditions of service.

● DMS Essential is quoted on a per-unit basis, prepaid, non-cancellable, and non-refundable for the purchased service term.

### 1.3.4 Customer Responsibilities

● For non-contiguous renewals and services purchased separately from APX subscriber radios, Customer must provide a complete list, preferably in electronic format, of all hardware serial numbers to be covered under the Agreement to Motorola.

● Initiate subscriber radio repairs, as needed.

- When initiating a repair via a supported Motorola electronic system, label each package correctly with the shipping label and Return Material Authorization (“RMA”) number generated by the electronic system.

- When initiating a repair via paper Return Material Form (“RMF”), the RMF must be completed for each device, included in the package with the device, and shipped to the Motorola depot specified on the RMF.

● Remove any data or other information from the device that the Customer wishes to destroy or retain prior to sending the device for repair.

## 1.4 Subscriber Radio Technical Support

### 1.4.1 Scope

Motorola’s Subscriber Radio Technical Support service provides telephone consultation for subscriber radio and accessory issues. Support is delivered through the Motorola Centralized Managed Support Operations (“CMSO”) organization by a staff of technical support specialists.

The Customer may contact the CMSO Call Management Center (800-MSI-HELP) at any time (24 hours a day / 7 days a week / 365 days per year) and a Motorola representative will log a technical request in the Case Management System on the Customer’s behalf. In addition, the Customer may send email to portal.support@motorolasolutions.com to address any portal specific questions or concerns.

Motorola Solutions will then respond to the Customer case within two hours of case creation, during support hours. Support hours are 7am to 7pm CST, Monday through Friday, excluding US holidays.

### 1.4.2 Motorola Solutions Responsibilities

● Provide technical support for subscriber radios, assessing and troubleshooting reported issues.

● Receive and log Customer support requests, and assign a technical representative to respond to a Customer Case per the defined timeframes.

### 1.4.3 Limitations and Exclusions

● Land Mobile Radio (“LMR”) network, Wi-Fi, and LTE network troubleshooting.

### 1.4.4 Customer Responsibilities

● Use the provided methods to contact Motorola technical support.

● Provide sufficient information to allow Motorola technical support agents to diagnose and resolve Customer issues.

● Provide contact information for on-site technicians in the event that Motorola has to follow up.

## 1.5 Customer Hub Access

Customer Hub is a tool available for customers to track order, RMA and tech support ticket status, and serves as a consolidated download site for software and documentation.

### 1.5.1 Motorola Solutions Responsibilities

● Provide a web accessible, secure portal to view the Customer’s data.

● Provide Customer Hub technical support to answer end user questions between the hours of 7am to 7pm CST Monday through Friday, excluding US holidays. In addition, the Customer may send email to portal.support@motorolasolutions.com to address any portal specific questions or concerns.

● Keep the site updated with the latest Customer information.

● Motorola’s Customer Support Manager (“CSM”) will assist the Customer in establishing a Customer Hub account.

### 1.5.2 Customer Responsibilities

● Create a Customer Hub account if the Customer does not have an existing account.

● During the DMS Essential onboarding process, provide Motorola with contact information for administrative users.

● Administer user access.

● Provide Internet access for users to access the site.

● Protect login information against unauthorized use.

● Work with Motorola’s CSM to update information as needed.