HomeMy WebLinkAboutMotorola Solutions, Inc.; 2025-02-06;Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
AGREEMENT FOR POLICE DEPARTMENT ON-PREMISES COMPUTER-AIDED DISPATCH SYSTEM
AND RELATED SERVICES
MOTOROLA SOLUTIONS, INC.
THIS AGREEMENT ("Agreement") is made and entered into as of the Ldh day of
_::,...,J....Jr.::.:!,,-JL..!,,,::!,cJ...s;,,d,&f-::.,,-----' 2025, ("Effective Date") by and between the City of Carlsbad, California,
a municipal corpor ion ("City" or "Customer'') and Motorola Solutions, Inc., a Delaware corporation
("Contractor" or "Motorola").
RECITALS
A. On January 8, 2020, the City issued a request for proposals No. 20-13 ("RFP No. 20-13") for a
computer-aided dispatch system ("CAD").
B. .contractor responded to RFP No. 20-13, and based on Contractor's proposal, other submittals,
and product demonstrations and representations, City selected Contractor's PremierOne cloud-
based CAD system.
C. On May 12, 2022, City and Contractor entered into an agreement for the purchase of Contractor's
flagship PremierOne cloud-based CAD system and mobile application along with Command
Central Aware, its real-time crime center application, and other related products and services as
described in the agreement as well as MS00 In-Car Video as a Service ("May 2022 Agreement").
To date, with the exception of the in-car video portion of the agreement, City has not received
any other products or services, most notably, the PremierOne cloud-based CAD system .
D. The Parties agree that instead of a PremierOne cloud-based CAD system, Contractor will provide
a PremierOne on-premises CAD system as a service for which Contractor agrees to provide and
install all necessary physical hardware, equipment, and associated software as well as service,
maintain, repair, and replace the physical hardware, equipment, and associated software for the
term of this Agreement. As part of this on-premises CAD system, Contractor agrees to be
exclusively responsible for managing, maintaining, and operating the equipment, hardware,
software, operating systems, and infrastructure in such a manner that, in effect, the City has a
cloud-based CAD system for the term of this Agreement.
E. The Parties agree that the MS00 In-Car Video as a Service portion of the May 2022 Agreement
will be covered in a separate agreement. Accordingly, the costs associated with in-car video are
not included in this Agreement.
F. The remaining products and services in the May 2022 Agreement will be provided by Contractor
as part of this Agreement and as outlined in the scope of work.
G. The Parties agree the cost of the foregoing will not exceed $1,856,620 for the first six years of
this Agreement, which reflects the cost of the May 2022 Agreement (excluding in-car video).
Thereafter, the maintenance and support cost for years seven through nine will be $180,000
with a yearly 10% escalator for a total of $2,452,419 as outlined in the scope of work.
H. The Parties agree to terminate the May 2022 Agreement.
NOW, THEREFORE, in consideration of these recitals and the mutual covenants contained in this
Agreement, City and Contractor agree as follows:
Page 1 City Attorney Approved Version 5/22/2024
Page 2 City Attorney Approved Version 5/22/2024
1. MAY 2022 AGREEMENT TERMINATION
The Parties agree the May 2022 Agreement is terminated in its entirety effective immediately.
2. SCOPE OF WORK
City retains Contractor to perform, and Contractor agrees to render, those services (the "Services") that
are defined in attached Exhibit "A" (“On-Prem SOW”), which is incorporated by this reference in
accordance with this Agreement’s terms and conditions.
3. TERM
The term of this Agreement will be effective for a period of nine (9) years from the date first above written.
In addition to the Termination Section of this Agreement, the City may elect to terminate the Agreement
after year six (6), seven (7), and eight (8) without (i) constituting a breach of this Agreement, (ii) incurring
liability for breach, and (iii) responsibility for payment obligations beyond products delivered or services
satisfactorily performed up to the termination date. This Agreement is subject to the annual appropriation
of funds by the City Council.
4. COMPENSATION
4.1 Total Compensation. The total fee payable for the Services to be performed during the
Agreement term shall not exceed two million four hundred fifty-two thousand four hundred nineteen
dollars ($2,452,419). No other compensation for the Services will be allowed except for items covered by
subsequent amendments to this Agreement. The cost for Services shall not exceed the yearly amounts
specified in Exhibit “A.”
4.2 Payment Terms. Payment shall be issued within 30 days of receipt of an uncontested
invoice. There shall be no interest or late fees charged on late payments.
4.3 No Additional Cost. “No Additional Cost” means no additional cost over and above
$2,452,419.
5. ON-PREM CAD AS A SERVICE
5.1 On-Prem CAD Equipment. Contractor agrees to provide and install all necessary physical
hardware, equipment, and any software necessary to run the equipment or hardware required for the
on-premises CAD system as well as configure, service, maintain, repair, and replace, as necessary, the
physical hardware, equipment, and associated software (“On-Prem CAD Equipment”). If Contractor
intentionally or inadvertently failed to identify necessary physical hardware, equipment, or associated
software in the On-Prem SOW, Contractor agrees to be responsible for providing the omitted product at
No Additional Cost.
5.2 On-Prem CAD Management. The Parties intend to replicate the effect of having a cloud-
based CAD through an on-premises CAD system as a service. Accordingly, Contractor agrees to be
exclusively responsible for managing, maintaining, and operating the equipment and hardware,
infrastructure, software, and operating systems as a whole such that, in effect, the City has a cloud-based
CAD. Contractor’s responsibilities also include, but are not limited to, performing backups, upgrades,
security patching and monitoring. Contractor agrees, and is responsible for, taking all necessary steps to
fulfill the intent of the Parties as specified in this section. (Collectively, Contractor’s responsibilities in this
section are defined as “On-Prem CAD Management”). If Contractor intentionally or inadvertently failed
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 10 of 372
Page 3 City Attorney Approved Version 5/22/2024
to identify any services or products in the On-Prem SOW required for On-Prem CAD Management,
Contractor agrees to be responsible for providing the omitted service or product at No Additional Cost.
5.3 On-Prem CAD. Contractor agrees to provide an on-premises CAD system (and other
components and services) that perform as specified in Appendix B – Functional Requirements of
Contractor’s response to RFP No. 20-13 dated July 23, 2021 (“RFP Matrix Response”), the On-Prem SOW,
Section 5.1 “On-Prem CAD Equipment,” and Section 5.2 “On-Prem CAD Management.” The RFP Matrix
Response is incorporated in this Agreement by reference and attached as Exhibit “B.” The Parties agree
that in the event the On-Prem SOW intentionally or inadvertently omitted any promises or
representations included in the RFP Matrix Response, Contractor will perform, fulfill, and comply with
Contractor’s promises and representations included in the RFP Matrix Response. Notwithstanding the
aforementioned, the RFP Matrix Response and On-Prem SOW are subject to any modifications identified
in this Agreement. (Collectively, the criteria and specifications in the RFP Matrix Response and On-Prem
SOW as well as the language of Section 5.1 “On-Prem CAD Equipment” and Section 5.2 “On-Prem CAD
Management” mean “On-Prem CAD”). The On-Prem CAD will be installed in the data center at 1635
Faraday Ave., Carlsbad, California, 92008.
6. ON-PREM CAD RELIABILITY PERIOD AND FINAL SYSTEM ACCEPTANCE
6.1 Final System Acceptance. The On-Prem CAD will be deemed completed only when City
has determined the following: (1) Contractor has met all the requirements of the RFP Matrix Response
(Exhibit “B”); (2) Contractor has met all the requirements of the On-Prem SOW (Exhibit “A”); (3) the On-
Prem CAD has successfully completed a feature-by-feature functional validation test in accordance with
the RFP Matrix Response and functional validation scenarios in accordance with Section 6 “Product
Validation” of the On-Prem SOW; and (4) Contractor has fulfilled the Reliability Period as defined below.
City will provide Contractor written confirmation of final acceptance and completion of the On-Prem CAD.
For clarity, Critical Priority Level 1, High Priority Level 2, and Medium Priority Level 3 issues must be
addressed during functional validation scenarios testing in accordance with Section 2.4.6 “Functional
Validation” and Section 6 “Product Validation” of the On-Prem SOW. However, Low-level Priority issues
shall not thwart final acceptance and completion.
6.1.1 Reliability Period. A 90-day reliability period (“Reliability Period”) commences at
Go Live and provides City with remote access to Contractor’s implementation team resources while using
the On-Prem CAD in a live operation mode. During this period, the system will perform without any
Priority Level 1 and 2 incidents as defined in the Maintenance and Support Agreement. The Reliability
Period is provided at No Additional Cost to City.
If a Critical Priority Level 1 incident occurs, the Reliability Period will stop until the issue is corrected, then
restart on Day 1. For High Priority Level 2 issues, the Reliability Period will be stopped and if corrected
within 24 hours, the Reliability Period will resume from the day it was stopped. If a High Priority Level 2
issue requires more than 24 hours to resolve, the Reliability Period will start over from Day 1. If multiple
High Priority Level 2 issues occur such that combined, they result in multiple critical functions being
unavailable or a single function being unavailable multiple times, or severely degraded such that the City’s
Police Department’s core business functions and capabilities are no longer delivered or capable, the City
reserves the right to categorize them as a Priority Level 1 incident and restart the Reliability Period.
Medium Priority Level 3 and Low Priority Level 4 issues will not interrupt the continuation of the Reliability
Period.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 11 of 372
Page 4 City Attorney Approved Version 5/22/2024
7. SERVICE RESPONSE TIMES AND AVAILABILITY
7.1 Service Response Times. The table below lists the on premise workstation performance
requirements for transactional commands.
Activity Maximum Response Time
Command transactions 1 second
Command transactions with extended search 3 seconds
“Transactional Response Time” is the interval of time from when an Authorized User performs a
transaction to when visual confirmation of transaction completion is received by the Authorized User.
Command transactions are defined as commands executed from the PremierOne CAD client command
line or executed from a form on the CAD client.
Examples of command transactions are:
a. Address validation during incident initiation
b. Incident update (adding comments, changing incident type)
c. Newly initiated call displays pending calls window(s)
d. Display of unit recommendation form for an incident
e. Dispatch a unit to or clear a unit from an event
f. Perform Location Detail command to obtain premise history within the past 7 days
g. Request a unit history for the past 48 hours
h. Traffic pursuit
Command transactions with extended search are defined as PremierOne CAD functions performed from
a form on the CAD client that include multiple search parameters or an extended search time frame (i.e.
more than 7 days for premise history searched or more than 48 hours for unit history searched).
Examples of command transactions with extended search are:
a. Premise history searches for over 7 days or that involve multiple search parameters
b. Unit history commands for longer than the past 48 hours
Queries of external databases (i.e. Records Management System, State/NCIC queries) and reports run
against the RDW are excluded from Response time metrics.
7.2 Service Availability. The CAD application will be available 99.9 percent of the time
(“Service Availability”). The following specification defines both system availability and the method by
which it is calculated.
1) System availability will be expressed as a percentage of the maximum expected availability over
a given period.
2) Scheduled down time for system upgrades or scheduled maintenance periods will not be
construed as time the service is unavailable.
3) Service unavailability due to the following exclusive list of force majeure events will not be
construed as time service is unavailable: (1) natural disasters, (2) third-party service outages, or
(3) network disruptions outside of Contractor’s network.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 12 of 372
Page 5 City Attorney Approved Version 5/22/2024
4) The percentage availability for any period will be calculated as follows:
(Total Hours in Period – Hours System Unavailable) x 100
Total Hours in Period
7.3 Failure to Meet Service Availability. At City’s request, Contractor will calculate City’s Service
Availability during a given calendar month. If Service Availability has not been met, Contractor will provide
a service credit up to a maximum of 50% of the fees for any given month as outlined in the table below.
Fees for any given month will be calculated by dividing the annual recurring costs by twelve (12). Any
service credit will be applied to the following annual billing invoice. If the Agreement is terminated for
Contractor’s breach, Contractor shall refund all outstanding service credits by check.
Service Availability Monthly Service Credit
98.5%-99.89% 5%
97.5%-98.4% 10%
95.5%-97.4% 15%
93.5%-95.4% 30%
93.4% or less 50%
8. STANDARD OF PERFORMANCE
While performing the Services, Contractor will exercise the reasonable professional care and skill
customarily exercised by reputable members of Contractor's profession practicing in the Metropolitan
Southern California area and will use reasonable diligence and best judgment while exercising its
professional skill and expertise.
9. TIME IS OF THE ESSENCE
Contractor acknowledges that time is of the essence with respect to Contractor’s performance under this
Agreement and agrees to prompt and timely performance of all Services and other obligations in
accordance with this Agreement.
10. STATUS OF CONTRACTOR
Contractor will perform the Services in Contractor's own way as an independent contractor and in pursuit
of Contractor's independent calling, and not as an employee of City. Contractor will be under control of
City only as to the result to be accomplished, but will consult with City as necessary. The persons used by
Contractor to provide services under this Agreement will not be considered employees of City for any
purposes.
The payment made to Contractor pursuant to the Agreement will be the full and complete compensation
to which Contractor is entitled. City will not make any federal or state tax withholdings on behalf of
Contractor or its agents, employees or subcontractors. City will not be required to pay any workers'
compensation insurance or unemployment contributions on behalf of Contractor or its employees or
subcontractors. Contractor agrees to indemnify City within thirty (30) days for any tax, retirement
contribution, social security, overtime payment, unemployment payment or workers' compensation
payment which City may be required to make on behalf of Contractor or any agent, employee, or
subcontractor of Contractor for work done under this Agreement. At the City’s election, City may deduct
the indemnification amount from any balance owing to Contractor.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 13 of 372
Page 6 City Attorney Approved Version 5/22/2024
11. SUBCONTRACTING
Contractor will not subcontract any portion of the Services without prior written approval of City, which
shall not to be unreasonably withheld. If Contractor subcontracts any of the Services, Contractor will be
fully responsible to City for the acts and omissions of Contractor's subcontractor and of the persons either
directly or indirectly employed by the subcontractor, as Contractor is for the acts and omissions of persons
directly employed by Contractor. Nothing contained in this Agreement will create any contractual
relationship between any subcontractor of Contractor and City. Contractor will be responsible for
payment of subcontractors. Contractor will bind every subcontractor and every subcontractor of a
subcontractor by the terms of this Agreement applicable to Contractor's work unless specifically noted to
the contrary in the subcontract and approved in writing by City.
11.1 On-Prem Subcontracting. For Clarity, City shall have final authority to approve or
disapprove of any subcontractors used to fulfill Section 5.1 “On-Prem CAD Equipment” and Section 5.2
“On-Prem CAD Management”; provided, however, City’s approval shall not be unreasonably withheld.
Accordingly, Contractor shall provide City with sufficient information about the subcontractor(s) to make
an informed decision as to subcontractor(s) competency and availability.
12. OTHER CONTRACTORS
The City reserves the right to employ other Contractors in connection with the Services.
13. TECHNOLOGY TERMS AND CONDITIONS
13.1 Data Definitions. For purposes of this Agreement (not only this section), “City Data”
means any data that is processed, created, or stored through the Services. “City’s Confidential Data”
means Criminal Justice Information Services (CJIS) defined data, Personally Identifiable Information (PII),
Protected Health Information (PHI), financial information, and any other sensitive information regardless
of whether it is marked as confidential, orally identified as confidential at the time of disclosure, or
confirmed as confidential in writing. For clarity, City Data includes City’s Confidential Data.
For clarity, Section 9 “Confidentiality” of Motorola’s Terms and Conditions, specifically the Master
Customer Agreement applies to City’s Confidential Data (Exhibit “C”).
13.2 Sensitive Information. In instances where any agreement, purchase order, or Scope of
Work is for the provision of Public Cloud Services where City’s Confidential Data may be exchanged,
Contractor shall provide an independently certified System and Organization Controls (SOC) 2 Type 2 Audit
Report or a SOC Cybersecurity Report or equivalent certification for all parties to the Agreement and
annual updates during the term of the Agreement. The City and Contractor shall review the findings of
each report and mutually agree on a remediation plan to address any identified weaknesses or
deficiencies. The City reserves the right to approve or deny access based on the results of the (SOC) 2 Type
2 Audit Report, SOC Cybersecurity Report, or equivalent certification.
13.3 Sub-processors. With written consent from the City, Contractor may engage sub-
processors who in turn may engage additional sub-processors to process data in accordance with this
Agreement and U.S. Department of Justice requirements. When engaging sub-processors, Contractor will
enter into agreements binding sub-processors to data processing, data security, confidentiality, and
background check obligations that are no less stringent than those required under this Agreement;
Contractor shall also ensure that sub-processors bind any additional sub-processors to the same.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 14 of 372
Page 7 City Attorney Approved Version 5/22/2024
13.4 Data Access and Availability. Contractor shall ensure the City has full access to retrieve all
data from the On-Prem CAD and the On-Prem CAD Equipment via a live database connection or
Application Programming Interface (API) to the primary software database or a secondary contractor
managed copy via datalake or data warehouse (RDW). This external data access will be live or within a
five (5)-minute or less data sync from live production system data. Contractor will provide City access to
documentation on database schemas. Contractor will not prevent City from accessing data for purposes
of synchronizing CAD data with City’s datalake.
13.5 Data Center Location and Data Ownership. The Contractor shall provide its services to the
City and its end users solely from data centers in the continental United States. Storage of City Data at
rest shall be located solely in data centers in the United States. Contractor will notify the City of any plans
to temporarily or permanently relocate its hosted services to another data center. Contractor shall not
allow personnel or subcontractors to store City Data on portable devices, including personal computers,
except for devices that are used and kept only at its U.S. data centers. The Contractor shall permit its
personnel and subcontractors to access City Data remotely only as required to provide technical user
support or other customer support. The City will own all right, title and interest in City Data that is related
to the services provided by this Agreement.
13.5.1 Exception. Contractor may provide its billing services in data centers in Poland.
Only City Data that is necessary to process City invoices may be transmitted to and stored in data centers
in Poland. For clarity, no other City Data may be processed, transmitted, or stored in data centers outside
of the continental United States, which would otherwise constitute a data breach by Motorola.
13.6 Data Protection. Contractor shall ensure there is no inappropriate or unauthorized use,
access, or disclosure of City Data at any time. To this end, Contractor shall safeguard the confidentiality,
integrity, and availability of City Data within its control using security technologies and techniques in
accordance with standard industry practices for such data and in accordance with the CJIS Security Policy
and the CLETS Policies Practices and Procedures. The CJIS Security Policy and CLETS Policies and Practices
and Procedures are amended from time to time; Contractor is responsible for adhering to the most
current versions.
13.7 Data Breach and Security Incident Responsibilities. This section only applies when there
is a breach of City Data within the possession or control of Contractor or a security incident. Contractor
shall: (1) immediately notify City by telephone if Contractor confirms that there is or reasonably believes
that there has been a data breach or security incident; (2) cooperate with the City as reasonably requested
by the City to investigate and resolve the data breach or security incident and provide daily updates; (3)
quarantine the data breach or security incident and ensure secure access to City Data; (4) promptly
implement necessary remedial measures; and (5) document responsive actions taken related to the data
breach or security incident.
13.8 Background Checks. As permitted or required by law, the Contractor shall conduct
criminal background checks and not utilize any staff, including subcontractors or sub-processors, to fulfill
the obligations of the Agreement who have been convicted of any crime of dishonesty, including but not
limited to criminal fraud, or otherwise convicted of any felony or any misdemeanor offense for which
incarceration for up to one (1)-year is an authorized penalty. The Contractor shall promote and maintain
an awareness of importance of securing the City’s information among the Contractor’s employee and
agents.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 15 of 372
Page 8 City Attorney Approved Version 5/22/2024
13.9 Information Technology Access. All electronic and information technology procured
through this Agreement must meet the applicable accessibility standards of Section 508 of the
Rehabilitation Act of 1973 (29 U.S.C. 794d) as amended and is viewable at http://www.section508.gov.
Further, the Contractor assures the City that the Contractor complies with the American with Disabilities
Act of 1990 (42 US.C. 12101 et seq.), including the Department of Justice’s final rule revising the regulation
implementing Title II of the Americans with Disabilities Act to establish specific requirements, including
the adoption of specific technical standards, for making accessible the services, programs, and activities
offered by State and local government entities to the public through the web and mobile applications
(“apps”) which became effective June 24, 2024 (89 FR 31320.). And in accordance with California
Government Code Section 7405(b), the Contractor shall have the ongoing obligation to promptly respond
to and resolve any complaint regarding accessibility that is brought to the attention of the Contractor.
13.10 Data Security Obligations. Collectively, the obligations set forth in Sections 13.2, 13.3,
13.5, 13.6, 13.7, and 13.8 are defined as Contractor’s “Data Security Obligations.”
14. INDEMNIFICATION
14.1 Contractor Performance. Contractor agrees to defend (with counsel that has a minimum
of five (5) years of experience defending California public agencies), indemnify, and hold harmless the City
and its officers, elected and appointed officials, employees and volunteers from and against all claims,
damages, losses and expenses including attorney fees arising out of the performance of the work
described in this Agreement caused by any negligence, recklessness, or willful misconduct of the
Contractor, any subcontractor, anyone directly or indirectly employed by any of them or anyone for whose
acts any of them may be liable.
The parties expressly agree that any payment, attorney fees, costs or expenses City incurs or makes to or
on behalf of an injured employee under the City’s self-administered workers’ compensation is included as
a loss, expense or cost for the purposes of this section, and that this section will survive the expiration or
early termination of this Agreement.
14.2 Intellectual Property. To the fullest extent permitted by law, Contractor will indemnify,
defend (with counsel that has a minimum of five (5) years of experience defending California public
agencies), and hold harmless the City, its officers, elected and appointed officials, employees, and
volunteers from any and all third-party claims, costs (including without limitation reasonable attorney
fees), damages, and losses for infringement or violation of any U.S. Intellectual Property Right by any
product or service provided by this Agreement. Contractor’s duties under this section are conditioned
upon: (a) City promptly notifying Contractor in writing of the infringement claim; (b) Contractor having
sole control of the defense of the suit and all negotiations for its settlement or compromise, provided that
such settlement or compromise does not require the admission of liability, fault, or wrongful act or
conduct on the part of City; and (c) City cooperating with Contractor and, if requested by Contractor,
providing reasonable assistance (at no cost to City) in the defense of the infringement claim.
Contractor will have no duty to defend or indemnify City for any infringement claim that arises from or is
based upon: (a) City Data, City-Provided Equipment, Non-Motorola Content, or third-party provided
equipment, hardware, software, data, or other third-party provided materials outside the scope of the
On-Prem SOW; (b) the combination of the Product or Service with any products or materials not provided
by Contractor or Products or Services that are not a material part of the alleged patented invention and
are not suitable for substantial non-infringing use; (c) while this Agreement does not contemplate any
custom designs, modifications, or manufacturing of Products or Services, in the event of such occurrence,
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 16 of 372
Page 9 City Attorney Approved Version 5/22/2024
a Product or Service designed, modified, or manufactured in accordance with Customer’s designs,
specifications, guidelines or instructions; (d) a modification of the Product or Service by a party other than
Contractor; (e) use of the Product or Service in a manner for which the Product or Service was not
authorized or that is inconsistent with the terms of this Agreement; or (f) the failure by Customer to use
or install an update to the Product or Service that is intended to correct the claimed infringement.
Aside from Contractor’s indemnification obligation, should the product or services (regardless of whether
it is a third-party product or service as long as it is provided within the scope of the On-Prem SOW) or any
part of them become, or in Contractor’s reasonable opinion are likely to become, the subject of a claim
for infringement of a third party intellectual property right, then Contractor shall, at its sole option and
expense: (i) procure for City the right to use and access the infringing or potentially infringing item(s) of
the service or product (“Infringing Item”) free of any liability for infringement; or (ii) replace or modify the
Infringing Item with a non-infringing substitute otherwise materially complying with the functionality of
the replaced service or product; or (iii) if neither of the foregoing is reasonably practicable, terminate the
right to use and access and refund any prorated prepaid fees for the Infringing Item in the event of a
service or product. However, in the event Contractor exercises option (iii), Contractor shall provide
Customer with ninety (90) days of use and access to the Infringing Item prior to termination.
14.3 Damage and Loss of Data. Contractor agrees to defend (with counsel that has a minimum
of five (5) years of experience defending California public agencies), indemnify, and hold harmless the City
and its officers, elected and appointed officials, employees and volunteers from and against all claims,
damages, losses and expenses including attorney fees arising out of (i) data breach, including but not
limited to, unauthorized access, acquisition, disclosure, or use of City Data; (ii) hacking, (iii) loss,
corruption, or theft of data, (iv) ransomware, (v) denial of service, or (vi) Contractor’s breach of its Data
Security Obligations. In addition to the foregoing, Contractor shall be responsible for costs of data
restoration, system recovery, incident response, and other actions necessary to restore the integrity and
availability of City Data and systems impacted by such events.
14.4 Limitations on Liability. Contractor will not disclaim or exclude liability for damages to the
City’s digital infrastructure, City Data, tangible and real property arising from negligence, recklessness, or
willful misconduct of the Contractor, any subcontractor, anyone directly or indirectly employed by any of
them or anyone for whose acts any of them may be liable during the performance of this Agreement.
Contractor agrees to defend, indemnify, and hold harmless City to the fullest extent possible up to ten
million dollars in damages subject to Section 8 “Limitation of Liability” of Motorola’s Terms and
Conditions, specifically the Master Customer Agreement (Exhibit “C”). This Section 14 “Indemnification”
provides City’s sole and exclusive remedies and Contractor’s entire liability for claims arising out of this
Section 14.
15. SERVICE GUARANTEE
15.1. On-Prem CAD Equipment Guarantee. Contractor represents and guarantees that all
necessary On-Prem CAD Equipment required for the On-Prem CAD will be free of defects in materials and
workmanship and will operate in good working order for the term of this Agreement and optional
extensions regardless of whether it is manufactured by Contractor or a third party. Contractor will repair,
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 17 of 372
Page 10 City Attorney Approved Version 5/22/2024
and if necessary, replace any non-conforming On-Prem CAD Equipment required for the On-Prem CAD
regardless of whether it is manufactured by Contractor or a third party at No Additional Cost to City.
15.2 On-Prem CAD Management Guarantee. Contractor represents and guarantees that it will
take all necessary steps to fulfill the On-Prem CAD Management services, which includes but is not limited
to, managing, maintaining, and operating the equipment and hardware, infrastructure, software, and
operating systems as though the City had a cloud-based CAD. Contractor will take all necessary steps to
fulfill this representation and guarantee at No Additional Cost to City, including but not limited to,
performing backups, upgrades, security patching, monitoring, and as otherwise specified in the On-Prem
SOW.
15.3 Functional Requirements Guarantee. Contractor represents and guarantees that the On-
Prem CAD will meet the RFP Matrix Response (Exhibit “B”) and functional validation scenarios in
accordance with Section 6 “Product Validation” of the On-Prem SOW (Exhibit “A”).
15.4 Service Response Times and Availability. Contractor represents and guarantees that the
On-Prem CAD will perform in accordance with the Service Response Times and Availability Section of this
Agreement.
15.5 General Guarantee. Contractor represents and guarantees the On-Prem CAD will perform
substantially in material accordance with this Agreement.
15.6 Limitation on Liability. Liability arising out of this Service Guarantee Section will be limited
to two million dollars ($2,000,000), which will be adjusted annually each Agreement year, commencing
on the second Agreement year, based on the 12-month percent change in the most recently published
annual Consumer Price Index – West Urban (“CPI-WU”), as reported by the U.S. Bureau of Labor Statistics
(the “CPI Change”) with the base month being that in which the Agreement is fully executed.
16. [RESERVED]
17. DISASTER RECOVERY
Contractor shall provide a disaster recovery (“DR”) system and services to City at No Additional Cost.
Contractor shall maintain an up-to-date DR system that is tested at least on an annual basis. DR testing
should be coordinated and scheduled based on City requirements and include operating on DR system for
a time sufficient to assure sustained operations in DR as defined by the City in Exhibit “A.” The DR system
shall include applicable recovery time and recovery point objectives as defined in Exhibit “A.” In the event
that testing identifies deficiencies, a remediation plan and schedule shall be provided to City that are
acceptable to the City. A copy of the DR plan and services is attached hereto as Exhibit “A.”
18. MOTOROLA’S TERMS AND CONDITIONS
The Parties incorporate by reference Motorola’s Terms and Conditions, attached as Exhibit “C.” For clarity,
these additional terms and conditions are subject to the Conflicting Terms Section and Order of
Precedence Section of this Agreement.
19. INSURANCE
Contractor will obtain and maintain for the duration of the Agreement and any and all amendments,
insurance against claims for injuries to persons or damage to property which may arise out of or in
connection with performance of the services by Contractor or Contractor’s agents, representatives, or
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 18 of 372
Page 11 City Attorney Approved Version 5/22/2024
employees or subcontractors. The insurance will be obtained from an insurance carrier admitted and
authorized to do business in the State of California. The insurance carrier is required to have a current
Best's Key Rating of not less than "A-:VII"; OR with a surplus line insurer on the State of California’s List of
Approved Surplus Line Insurers (LASLI) with a rating in the latest Best’s Key Rating Guide of at least “A:X”;
OR an alien non-admitted insurer listed by the National Association of Insurance Commissioners (NAIC)
latest quarterly listings report.
19.1 Coverages and Limits. Contractor will maintain the types of coverages and limits indicated below,
unless Risk Manager or City Manager approves a lower amount. These amounts of coverage will not
constitute any limitations or cap on Contractor's indemnification obligations under this Agreement. City,
its officers, agents and employees make no representation that the limits of the insurance specified to be
carried by Contractor pursuant to this Agreement are adequate to protect Contractor. If Contractor
believes that any required insurance coverage is inadequate, Contractor will obtain such additional
insurance coverage, as Contractor deems adequate, at Contractor's sole expense.
19.1.1 Commercial General Liability (CGL) Insurance. Insurance written on an “occurrence” basis,
including personal & advertising injury, with limits of $2,000,000 per occurrence and $4,000,000
aggregate. If a general aggregate limit applies, either the general aggregate limit shall apply separately to
this project/location or the general aggregate limit shall be twice the required occurrence limit.
19.1.2 Automobile Liability. (if the use of an automobile is involved for Contractor's work for
City). $2,000,000 combined single-limit per accident for bodily injury and property damage.
19.1.3 Workers' Compensation and Employer's Liability. Workers' Compensation limits as
required by the California Labor Code and Employer’s Liability of $1,000,000 per accident, disease, and
policy limit. Workers' Compensation will not be required if Contractor has no employees and provides, to
City's satisfaction, a declaration stating this.
19.1.4 Cyber/Professional Liability. Errors and omissions and cyber liability appropriate to
Contractor’s profession with limits of $5,000,000 per claim and $10,000,000 per policy period. Coverage
must be maintained for a period of three (3) years following the date of completion of the work.
19.2 Additional Provisions. Contractor will ensure that the policies of insurance required under this
Agreement contain, or are endorsed to contain, the following provisions:
19.2.1 The City will be included as an additional insured on Commercial General Liability which
shall provide primary coverage to the City.
19.2.2 Contractor will obtain occurrence coverage, excluding Cyber/Professional Liability, which
will be written as claims-made coverage.
19.2.3 This insurance will be in force during the life of the Agreement and any extensions of it
and will not be canceled without thirty (30) days prior written notice to City sent by certified mail pursuant
to the Notice provisions of this Agreement.
19.3 Providing Certificates of Insurance and Endorsements. Prior to City's execution of this Agreement,
Contractor will furnish certificates of insurance and endorsements to City.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 19 of 372
Page 12 City Attorney Approved Version 5/22/2024
19.4 Failure to Maintain Coverage. If Contractor fails to maintain any of these insurance coverages,
then City will have the option to declare Contractor in breach.
19.5 Submission of Insurance Policies. City reserves the right, with fifteen (15) days written notice, to
require, at any time, certificates of insurance and endorsements of any or all required insurance policies
and endorsements.
20. BUSINESS LICENSE
Contractor will obtain and maintain a City of Carlsbad Business License for the term of the Agreement, as
may be amended from time-to-time.
21. ACCOUNTING RECORDS
Contractor will maintain complete and accurate records with respect to costs incurred under this
Agreement. All records will be clearly identifiable. Contractor will allow a representative of City during
normal business hours to examine, audit, and make transcripts or copies of records and any other
documents created pursuant to this Agreement. Contractor will allow inspection of all work, data,
documents, proceedings, and activities related to the Agreement for a period of four (4) years from the
date of final payment under this Agreement. Under no circumstances will Contractor be required to create
or maintain documents not kept in the ordinary course of Contractor’s business operations, but
Contractor shall comply with California Government Code § 8546.7. Contractor will not be required to
disclose any information, which it considers confidential or proprietary to Contractor; provided, however,
this section will not be construed to limit the City’s disclosure of government records subject to the
California Public Records Act (California Government Code § 6250 et seq.) and California Civil Discovery
Act (California Code of Civil Procedure § 2016.010 et seq.).
22. OWNERSHIP OF DOCUMENTS
All work product produced by Contractor or its agents, employees, and subcontractors pursuant to this
Agreement is the property of City. In the event this Agreement is terminated, all work product produced
by Contractor or its agents, employees and subcontractors pursuant to this Agreement will be delivered
at once to City. Contractor will have the right to make one (1) copy of the work product for Contractor’s
records.
23. COPYRIGHTS
Contractor agrees that all copyrights that arise from the services will be vested in City and Contractor
relinquishes all claims to the copyrights in favor of City.
24. NOTICES
The name of the persons who are authorized to give written notice or to receive written notice on behalf
of City and on behalf of Contractor under this Agreement are:
For City: For Contractor:
Name IT Director Name Ken Nordholm
Title IT Director Title Senior Account Manager
Dept IT Department Address 10680 Treena St, Suite 200
CITY OF CARLSBAD San Diego, 92131
Address 1635 Faraday Ave Phone (858) 414-6647
Carlsbad, CA 92008 Email ken.nordholm@motorolasolutions.com
Phone (442) 339-2454
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 20 of 372
City Attorney Approved Version 5/22/2024
Page 13
Each party will notify the other immediately of any changes of address that would require any notice or
delivery to be directed to another address.
25. CONFLICT OF INTEREST
Contractor shall file a Conflict of Interest Statement with the City Clerk in accordance with the
requirements of the City of Carlsbad Conflict of Interest Code. The Contractor shall report investments or
interests as required in the City of Carlsbad Conflict of Interest Code.
Yes ☐ No ☒
If yes, list the contact information below for all individuals required to file:
Name Email Phone Number
26. GENERAL COMPLIANCE WITH LAWS
Contractor will keep fully informed of federal, state and local laws and ordinances and regulations which
in any manner affect those employed by Contractor, or in any way affect the performance of the Services
by Contractor. Contractor will at all times observe and comply with these laws, ordinances, and
regulations and will be responsible for the compliance of Contractor's services with all applicable laws,
ordinances and regulations.
Contractor will be aware of the requirements of the Immigration Reform and Control Act of 1986 and will
comply with those requirements, including, but not limited to, verifying the eligibility for employment of
all agents, employees, subcontractors and consultants whose services are required by this Agreement.
27. CALIFORNIA AIR RESOURCES BOARD (CARB) ADVANCED CLEAN FLEETS REGULATIONS
Contractor’s vehicles with a gross vehicle weight rating greater than 8,500 lbs. and light-duty package
delivery vehicles operated in California may be subject to the California Air Resources Board (CARB)
Advanced Clean Fleets regulations. Such vehicles may therefore be subject to requirements to reduce
emissions of air pollutants. For more information, please visit the CARB Advanced Clean Fleets webpage
at https://ww2.arb.ca.gov/our-work/programs/advanced-clean-fleets.
28. DISCRIMINATION AND HARASSMENT PROHIBITED
Contractor will comply with all applicable local, state and federal laws and regulations prohibiting
discrimination and harassment.
29. MEDIATION
If the parties mutually agree, they may attempt to resolve disputes arising from this Agreement through
mediation; provided, however, that such participation is fully voluntary. Neither party is obligated to
participate in mediation or any other alternative dispute resolution process for any reason. If the parties
mutually agree to mediate, each party will bear its own costs of mediation, but the parties may share the
cost of the mediator equally. Each Party will participate in the mediation in good faith. Mediation will take
place virtually or in northern San Diego County, California. All mediation communications will be
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 21 of 372
City Attorney Approved Version 5/22/2024
Page 14
maintained in strict confidence by the parties unless disclosure is necessary to enforce a mediation
settlement agreement.
30. TERMINATION
30.1 Termination for Breach. In the event of the Contractor's failure to prosecute, deliver, or
perform the Services, City may terminate this Agreement for nonperformance by tendering thirty (30)
days’ written notice by certified mail to Contractor with an opportunity to cure within such notice period.
Contractor will be paid for work performed up to the termination date without any further payment
obligations or liability under this Agreement. City will make the final determination as to the portions of
tasks completed and the compensation to be made.
Contractor may only terminate this Agreement for City’s breach by tendering thirty (30) days’ written
notice by certified mail with an opportunity to cure within such notice period. Contractor will be paid for
work performed to the termination date; however, the total will not exceed the lump sum fee payable
under this Agreement. City will make the final determination as to the portions of tasks completed and
the compensation to be made.
30.2 Termination for Convenience. City may terminate this Agreement for convenience by
providing sixty (60) days’ written notice to Contractor. City will pay Contractor for products delivered or
services satisfactorily performed up to the termination date, but City shall not be responsible for any other
payment obligations under this Agreement. City will make the final determination as to the portions of
tasks completed and the compensation to be made.
30.2.1 Request for Proposals (“RFP”). For clarity, City retains the right to issue a RFP or
otherwise acquire a different CAD system at any time during this Agreement. As such, City may terminate
this Agreement and enter into a new agreement with another vendor/contractor without (i) constituting
a breach of this Agreement, (ii) incurring liability for breach, and (iii) responsibility for payment obligations
beyond products delivered or services satisfactorily performed up to the termination date.
30.3 Other Termination Terms.
30.3.1 Copy of City Data. Upon termination, City has thirty (30) days to download City
Data or may request a quotation to engage Contractor to provide such services (“Data Copy Period”).
During the Data Copy Period, Contractor shall not destroy City Data. City shall notify contractor in writing
when it has completed the downloading process and has a full validated copy of City Data (“Data Copy
Completion”).
30.3.2 Destruction of City Data. Upon City’s notification of Data Copy Completion,
Contractor will destroy all City Data. Contractor will certify in writing that all City Data has been destroyed
upon City’s request.
30.3.3 No Additional Cost Items. For clarity, upon termination for any reason, City will
not be liable for payment related to any service, hardware, or equipment provided at No Additional Cost.
31. STATUTE OF LIMITATIONS
City will not be subject to any shortened statute of limitations period for any claim or cause of action
arising out of this Agreement.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 22 of 372
City Attorney Approved Version 5/22/2024
Page 15
32. COVENANTS AGAINST CONTINGENT FEES
Contractor warrants that Contractor has not employed or retained any company or person, other than a
bona fide employee working for Contractor, to solicit or secure this Agreement, and that Contractor has
not paid or agreed to pay any company or person, other than a bona fide employee, any fee, commission,
percentage, brokerage fee, gift, or any other consideration contingent upon, or resulting from, the award
or making of this Agreement. For breach or violation of this warranty, City will have the right to annul this
Agreement without liability, or, in its discretion, to deduct from the Agreement price or consideration, or
otherwise recover, the full amount of the fee, commission, percentage, brokerage fees, gift, or contingent
fee.
33. CLAIMS AND LAWSUITS
By signing this Agreement, Contractor agrees that any Agreement claim submitted to City must be
asserted as part of the Agreement process as set forth in this Agreement and not in anticipation of
litigation or in conjunction with litigation. Contractor acknowledges that if a false claim is submitted to
City, it may be considered fraud and Contractor may be subject to criminal prosecution. Contractor
acknowledges that California Government Code sections 12650 et seq., the False Claims Act applies to this
Agreement and, provides for civil penalties where a person knowingly submits a false claim to a public
entity. These provisions include false claims made with deliberate ignorance of the false information or in
reckless disregard of the truth or falsity of information. If City seeks to recover penalties pursuant to the
False Claims Act, it is entitled to recover its litigation costs, including attorneys fees. Contractor
acknowledges that the filing of a false claim may subject Contractor to an administrative debarment
proceeding as the result of which Contractor may be prevented to act as a Contractor on any public work
or improvement for a period of up to five (5) years. Contractor acknowledges debarment by another
jurisdiction is grounds for City to terminate this Agreement.
34. JURISDICTION AND VENUE
This Agreement shall be interpreted in accordance with the laws of the State of California regardless of
conflict of laws principles. Any action at law or in equity brought by either of the parties for the purpose
of enforcing a right or rights provided for by this Agreement will be tried in a court of competent
jurisdiction in the County of San Diego, State of California, and the parties waive all provisions of law
providing for a change of venue in these proceedings to any other county.
35. SUCCESSORS AND ASSIGNS
It is mutually understood and agreed that this Agreement will be binding upon City and Contractor and
their respective successors. Neither this Agreement nor any part of it nor any monies due or to become
due under it may be assigned by Contractor without the prior consent of City, which shall not be
unreasonably withheld; provided, however, the Agreement terms, conditions, and services rendered
remain unchanged.
36. THIRD PARTY RIGHTS
Nothing in this Agreement should be construed to give any rights or benefits to any party other than the
City and Contractor.
37. CONFLICTING TERMS
To the extent any terms, conditions, or definitions of any amendment, exhibit, or attachment to this
Agreement conflict or are inconsistent, in whole or in part, with the terms, conditions, or definitions of
this Agreement, the terms of this Agreement control.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 23 of 372
City Attorney Approved Version 5/22/2024
Page 16
38. ORDER OF PRECEDENCE
In the event of any conflict, ambiguity, or inconsistency between the documents, the following order of
precedence shall take place: the terms of this Agreement, On-Prem SOW, RFP Matrix Response, and
Motorola’s Terms and Conditions, in that order, shall control and prevail.
39. SURVIVAL
Regardless of the circumstances of termination or expiration of this Agreement, or portion thereof, the
provisions of Section 14 “Indemnification,” Section 15 “Service Guarantee,” Section 30.3.1 “Copy of City
Data,” 30.3.2 “Destruction of City Data,” Section 31 “Statute of Limitations,” Section 34 “Jurisdiction and
Venue,” Section 37 “Conflicting Terms,” Section 38 “Order of Precedence,” and Contractor’s Data Security
Obligations under this Agreement as well as Section 8 “Limitation of Liability” and Section 9
“Confidentiality” of Motorola’s Terms and Conditions, specifically the Master Customer Agreement
(Exhibit “C”) will survive the termination or expiration and continue according to their terms.
40. ENTIRE AGREEMENT
This Agreement, together with any other written document referred to or contemplated by it, along
with the purchase order for this Agreement and its provisions, embody the entire Agreement and
understanding between the parties relating to the subject matter of it. In case of conflict, the terms of
the Agreement supersede the purchase order. Neither this Agreement nor any of its provisions may be
amended, modified, waived or discharged except in a writing signed by both parties. This Agreement
may be executed in counterparts.
41. SEVERABILITY
If any provision of this Agreement is invalid, illegal, or unenforceable, such invalidity, illegality, or
unenforceability will not affect any other term or provision of this Agreement or invalidate or render
unenforceable such term or provision.
///
///
///
///
///
///
///
///
///
///
///
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 24 of 372
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
42. AUTHORITY
The individuals executing this Agreement and the instruments referenced in it on behalf of Contractor
each represent and warrant that they have the legal power, right and actual authority to bind Contractor
to the terms and conditions of this Agreement.
Executed by Contractor this d~ih
CONTRACTOR
day of ~l,Uvtµ , 2025.
CITY OF C{LSBAD, a municipal corporation of
the State of California Motorola Solutions, Inc.
a Delaware corporation
By:
(sign here)
Jerry Burch MSSSI vice President
(print name/title)
By:
(sign here)
Ryan Christensen Assistant secretary
(print name/title)
By:
City Manager
ATTEST:
SHERRY FREISINGER, City Clerk
If required by City, proper notarial acknowledgment of execution by contractor must be attached. !f..E.
corporation. Agreement must be signed by one corporate officer from each of the following two groups.
Group A
Chairman,
President, or
Vice-President
Group B
Secretary,
Assistant Secretary,
CFO or Assistant Treasurer
Otherwise, the corporation must attach a resolution certified by the secretary or assistant secretary under
corporate seal empowering the officer(s) signing to bind the corporation.
APPROVED AS TO FORM :
CINDIE K. McMAHON, City Attorney
BY: 4,tA~Jj tw,/4,
Deputy City Atorney
City Attorney Approved Version 5/22/2024
Page 17
The City of Carlsbad, CA
Exhibit A
Statement of Work for Motorola PremierOne
On-Premises Computer Aided Dispatch (CAD) System
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 26 of 372
The City of Carlsbad, CA Exhibit A
Page 1
Table of Contents
Section 1 .....................................................................................................................................................................5
Solution Description................................................................................................................. 5
1.1 SOLUTION DESCRIPTION INTRODUCTION ....................................................................... 5
1.2 COMPLETE SOLUTION OVERVIEW ................................................................................... 5
1.3 BASIS FOR SYSTEM SIZING ............................................................................................... 6
1.4 APPLICATION SOFTWARE AND SYSTEM COMPONENTS ............................................... 6
1.4.1 On-premise CAD Subsystem ................................................................................................................... 6
1.4.2 CommandCentral Components ................................................................................................................ 7
1.5 SOLUTION OVERVIEW ........................................................................................................ 7
1.5.1 System Application Client Software Subscriptions ................................................................................... 8
1.5.2 PremierOne CAD Capabilities .................................................................................................................. 8
1.5.3 Disaster Recovery - CAD Continuity Summary ...................................................................................... 10
1.5.4 PremierOne CAD Interface Strategy ...................................................................................................... 14
1.5.5 PremierOne Mobile Solution Description ............................................................................................... 15
1.5.6 PremierOne Reporting Services............................................................................................................. 16
1.5.7 Geographic Information System (GIS) ................................................................................................... 17
1.5.8 ActiveEye Managed Detection and Response for PremierOne ............................................................. 17
1.6 PREMIERONE INTERFACES ............................................................................................. 20
1.7 PREMIERONE INTEGRATIONS ......................................................................................... 20
1.7.1 PremierOne Integration – Astro Radio Push-to-Talk (PTT) ................................................................... 20
1.7.2 PremierOne Integration - Vigilant ........................................................................................................... 20
1.7.3 PremierOne Integration - VESTA ........................................................................................................... 20
1.7.4 RapidSOS Integration ............................................................................................................................ 21
1.8 COMMANDCENTRAL AWARE SOLUTION DESCRIPTION .............................................. 22
1.8.1 CommandCentral Overview ................................................................................................................... 22
1.8.2 CommandCentral Aware Features and Integrations .............................................................................. 22
1.9 COMMANDCENTRAL INVESTIGATEPLUS....................................................................... 26
1.10 COMMANDCENTRAL COMMUNITY .................................................................................. 27
1.11 CJIS AND COMPLIANCE ................................................................................................... 28
Section 2 .................................................................................................................................................................. 29
Statement of Work Overview ................................................................................................. 29
2.1 STATEMENT OF WORK OVERVIEW................................................................................. 29
2.1.1 Award, Administration and Project Initiation ........................................................................................... 29
2.1.2 Project Management Definitions ............................................................................................................ 29
2.1.3 Project Management Plan ...................................................................................................................... 30
2.1.4 Project Status ......................................................................................................................................... 30
2.1.5 General Customer Responsibilities ........................................................................................................ 38
2.2 PROJECT ROLES AND RESPONSIBILITIES .................................................................... 39
2.2.1 Motorola Project Roles and Responsibilities Overview .......................................................................... 39
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 27 of 372
The City of Carlsbad, CA Exhibit A
Page 2
2.2.2 Customer Roles and Responsibilities..................................................................................................... 41
2.3 PROJECT INITIATION AND PLANNING ............................................................................ 44
2.3.1 Project Planning Session - Teleconference/Web Meeting ..................................................................... 44
2.3.2 Project Kickoff Session - Teleconference/Web Meeting ........................................................................ 46
2.3.3 GIS Planning Session - Teleconference/Web Meeting .......................................................................... 46
2.3.4 Interface Planning Sessions - Teleconference/Web Meetings .............................................................. 47
2.3.5 Connectivity Planning Session - Teleconference/Web Meeting ............................................................ 48
2.4 PREMIERONE SERVICES PROJECT EXECUTION .......................................................... 49
2.4.1 PremierOne Hardware and Environment ............................................................................................... 49
2.4.2 Cybersecurity Services (Managed Detection and Response) ............................................................... 51
2.4.3 PremierOne Business Process Review (BPR) ....................................................................................... 53
2.4.4 PremierOne GIS ..................................................................................................................................... 55
2.4.5 Provisioning ............................................................................................................................................ 58
2.4.6 CAD Client Installation ........................................................................................................................... 61
2.4.7 Functional Validation .............................................................................................................................. 63
2.5 PREMIERONE REPORTING .............................................................................................. 64
2.6 INTERFACE AND INTEGRATION DELIVERY ................................................................... 65
2.7 INTERFACE DEPLOYMENT .............................................................................................. 65
2.7.1 Interface Validation ................................................................................................................................. 66
2.8 PREMIERONE AND COMMANDCENTRAL TRAINING AND CONSULTATIVE SERVICES
............................................................................................................................................ 67
2.8.1 Training ................................................................................................................................................... 67
2.8.2 CommandCentral Aware and Community Professional Consulting Services ........................................ 68
2.8.3 CommandCentral Investigate Professional Consulting Services ........................................................... 68
2.9 PREMIERONE CAD AND COMMANDCENTRAL GO LIVE ............................................... 69
2.9.1 PremierOne Go Live Planning ................................................................................................................ 70
2.9.2 Motorola Support Engagement .............................................................................................................. 70
2.9.3 CommandCentral Aware and Community Production Use .................................................................... 71
2.9.4 CommandCentral Investigate Production Use ....................................................................................... 71
2.9.5 PremierOne Go Live Event .................................................................................................................... 71
2.9.6 Ninety (90) Day Reliability Period and Final System Acceptance .......................................................... 72
2.10 PROJECT CLOSURE ......................................................................................................... 72
2.10.1 Transition to Support .............................................................................................................................. 72
2.11 Appendix A - PremierOne CAD File Build ........................................................................ 72
2.11.1 Incident Types ........................................................................................................................................ 72
2.12 Appendix B - PremierOne CAD/Mobile Standard Reports .............................................. 74
Section 3 .................................................................................................................................................................. 79
Cost Summary ........................................................................................................................ 79
3.1 Pricing Summary ............................................................................................................... 79
3.2 Detail Pricing...................................................................................................................... 80
Section 4 .................................................................................................................................................................. 81
Payment Schedule .................................................................................................................. 81
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 28 of 372
The City of Carlsbad, CA Exhibit A
Page 3
4.1 One-time Payment Milestones .......................................................................................... 81
Section 5 .................................................................................................................................................................. 83
Project Schedule and Personnel ........................................................................................... 83
5.1 Project Schedule ............................................................................................................... 83
5.2 Project Team Organization Chart ..................................................................................... 89
Section 6 .................................................................................................................................................................. 90
Product Validation .................................................................................................................. 90
6.1 PRODUCT VALIDATION PURPOSE .................................................................................. 90
6.2 VERIFICATION PROCESS OVERVIEW ............................................................................. 90
6.3 VALIDATION PROCESS ACTIVITIES ................................................................................ 90
6.3.1 Prepare Functional Validation Plan ........................................................................................................ 90
6.3.2 Prepare Interface Validation Plan........................................................................................................... 91
6.3.3 Validation Plan Approval ........................................................................................................................ 91
6.3.4 Validation Execution ............................................................................................................................... 91
6.3.5 Validation Failures .................................................................................................................................. 91
6.4 SAMPLE FUNCTIONAL VALIDATION WORKBOOK ........................................................ 92
Section 7 .................................................................................................................................................................. 93
Hardware, Network, and Environmental Specification ........................................................ 93
7.1 Solution Equipment ........................................................................................................... 93
7.1.1 System Equipment Requirements .......................................................................................................... 93
7.2 Component Specifications ................................................................................................ 95
7.2.1 Network and Other Environment Specifications ..................................................................................... 97
7.2.2 CommandCentral Network Connection Requirements .......................................................................... 98
7.2.3 Mobile and Handheld Cellular Network Requirements .......................................................................... 98
7.2.4 Aware Network and Bandwidth Requirements ....................................................................................... 98
7.2.5 Vigilant LPR Requirements .................................................................................................................... 99
7.2.6 ASTRO 25 Radio and Infrastructure Requirements ............................................................................... 99
7.2.7 Equipment Server Rack Specifications ................................................................................................ 100
Section 8 ................................................................................................................................................................ 102
PremierOne Interface Functional Descriptions (IFDs)....................................................... 102
8.1 Summary of Interfaces .................................................................................................... 102
8.2 IFDs vs ISDs ..................................................................................................................... 103
8.3 Priority of Query Returns ................................................................................................ 104
8.4 Query responses ............................................................................................................. 105
8.5 Interface Functional Descriptions .................................................................................. 106
8.5.1 Axon Interface ...................................................................................................................................... 106
8.5.2 CLETS/NCIC Queries from CAD (State Query) ................................................................................... 107
8.5.3 NetRMS Data Feed from CAD ............................................................................................................. 110
8.5.4 Niche RMS Data Feed from CAD......................................................................................................... 112
8.5.5 Niche RMS Queries .............................................................................................................................. 113
8.5.6 SpidrTech Data Feed ........................................................................................................................... 116
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 29 of 372
The City of Carlsbad, CA Exhibit A
Page 4
8.5.7 Stored Procedure Queries- Crossroads Citation Queries, Crossroads Traffic Accident Queries, Legacy
Queries, NetRMS Queries from CAD ................................................................................................... 117
Section 9 ................................................................................................................................................................ 120
PremierOne Training Plan .................................................................................................... 120
9.1 OVERVIEW ....................................................................................................................... 120
9.2 CUSTOMER TRAINING ROLES ....................................................................................... 120
9.2.1 Customer Training Representative....................................................................................................... 120
9.2.2 Learning Management Administrator ................................................................................................... 120
9.2.3 Customer Training Attendees ............................................................................................................... 120
9.3 PREMIERONE TRAINING PLAN SCOPE ........................................................................ 121
9.3.1 PremierOne CAD.................................................................................................................................. 121
9.3.2 PremierOne Mobile .............................................................................................................................. 121
9.3.3 CommandCentral Aware ...................................................................................................................... 122
9.3.4 CommandCentral Investigate End User ............................................................................................... 122
9.3.5 CommandCentral Community Digital Evidence Collection .................................................................. 122
9.4 PREMIERONE TRAINING GENERAL INFORMATION .................................................... 122
9.4.1 Training Courses .................................................................................................................................. 122
9.4.2 Training Facilities and Schedules......................................................................................................... 122
9.4.3 Training Methods and Procedures ....................................................................................................... 123
9.4.4 Training Environment ........................................................................................................................... 123
9.4.5 Session Attendance ............................................................................................................................. 123
9.4.6 Learning experience Portal (LXP) Requirements ................................................................................. 124
9.4.7 LXP Learner Subscription Package ..................................................................................................... 124
9.5 PREMIERONE COURSE DETAILS .................................................................................. 124
9.5.1 Training Course Classifications ............................................................................................................ 124
9.5.2 Training Course Descriptions ............................................................................................................... 126
Section 10 .............................................................................................................................................................. 139
Maintenance and Support Agreement ................................................................................ 139
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 30 of 372
The City of Carlsbad, CA
Page 5
Section 1
Solution Description
1.1 SOLUTION DESCRIPTION INTRODUCTION
This Agreement’s purpose is to move the City of Carlsbad’s Computer Aided Dispatch system,
interfaces, and directly associated software from the originally contracted Cloud-Based Solution
(PremierOne Cloud CAD) to an on-premise solution (PremierOne CAD) delivered as a service and to
keep the costs of the on-premise solution for the implementation period and the first 6 years of support
equal to the originally contracted costs of a cloud-based solution. CommandCentral Aware and
CommandCentral Investigate Plus (formerly CommandCentral Analytics Plus) remain cloud-based
solutions.
Motorola will provide all hardware, equipment and software necessary (included but not limited to
equipment, hardware, and software specified in Sections 7.1 and 7.3) to implement an on-premise
system and will support and maintain all said Motorola provided hardware and software. The goal of
this support model is to mimic a cloud-based solution in which Carlsbad would have had very minimal
support responsibilities. Accordingly, Motorola agrees to be exclusively responsible for managing,
maintaining, and operating the equipment and hardware, infrastructure, software, and operating
systems as a whole such that, in effect, the City has a cloud-based system, but through an on-premises
solution (“On-Prem CAD”). To effectuate the intent of the parties, Motorola agrees to take all necessary
steps to ensure the On-Prem CAD, in effect is like a cloud-based solution at no additional cost for the
Agreement term and optional extensions; Contractor’s responsibilities also include, but are not limited
to, performing backups, upgrades, security patching and monitoring and as otherwise specified in this
Exhibit “A” (“On-Prem CAD Management”).
Due to the extensive nature of the contractual changes required, this new Scope of Work is provided.
We have listened to the immediate, as well as future needs you have described to us over the past
several months. We want to be "all in" with the City of Carlsbad and the building block strategy to
achieve your vision. Our offer to you includes not only the required RFP blocks, but also the Real Time
Crime Center platform, built on Motorola CommandCentral Aware, for 175 named users. And because
your first responders have spoken loud and clear, our offer also includes the Legacy Query Interface,
PremierOne CAD Radio Push to Talk (“PTT”) Interface, CommandCentral Investigate Plus, and
CommandCentral Community. Each of these represents a vital building block in your pursuit for a safer
community through better outcomes driven by smart technology.
The City of Carlsbad is making an investment in technology, but most importantly, you have a vision of
building the future with a long-term partner. It is this attitude that has captured our attention, our desire,
and our financial investment to share your vision and propel Carlsbad to stand out as a Lighthouse and
showcase for agencies and cities across North America.
1.2 COMPLETE SOLUTION OVERVIEW
Motorola Solutions’ PremierOne CAD and PremierOne Mobile and CommandCentral Aware provide
actionable intelligence to inform decisions, recognize trends, and gain mission critical insights to
improve operations. With PremierOne and CommandCentral, your users will be able to reliably share
information across dispatch, field, and crime center workflows to connect teams, increase situational
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 31 of 372
The City of Carlsbad, CA
Page 6
awareness, and improve incident outcomes.
This unified platform reduces the complexity
of data capture, communication, and
management, enabling your personnel to
focus on what matters most-- their mission.
PremierOne CAD and CommandCentral
Aware are the convergence points that
centralizes communications and incident
data, enabling personnel to quickly access
incoming calls, related records, and
responder location and status. Dispatch
delivers this critical intelligence to
PremierOne Mobile users, supporting first responders in the field. CommandCentral Aware combines
disparate systems and data into an accessible interface. This single interface offers command centers
a complete operating picture to support field personnel in real time. CommandCentral Aware unifies
data from mapping, correlated event monitoring, analytics, and communications. This unified interface
streamlines public safety workflows and viewpoints, enabling users to access and act on critical
information.
1.3 BASIS FOR SYSTEM SIZING
• Up to 500,000 CAD Calls for Service per year
• Up to 100 PremierOne CAD clients
• Up to 250 PremierOne Mobile clients
1.4 APPLICATION SOFTWARE AND SYSTEM
COMPONENTS
The solution consists of the following component and subsystem elements:
1.4.1 On-premise CAD Subsystem
• PremierOne CAD with Automatic Resource Location (ARL)
• PremierOne Integrations
- Vesta 9-1-1/TDD
- Vigilant ALPR
- ASTRO APX Radio Push-to-Talk (PTT)
- RapidSOS
• PremierOne Interfaces
- NetRMS Calls for Service Data Feed
- NetRMS Query
- SPIDR Tech Calls for Service Data Feed
- Axon Calls for Service Data Feed
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 32 of 372
The City of Carlsbad, CA
Page 7
- CLETS/NCIC State Query
- Crossroads Accidents Query
- Crossroads Citations Query
- Legacy Data Query
- Niche RMS Calls for Service Data Feed
- Niche RMS Query
• PremierOne Mobile (Windows, iOS, Android) with Mobile Mapping
• SSRS Reporting
1.4.2 CommandCentral Components
• CommandCentral Aware - Real Time Crime Center
• CommandCentral Aware Integrations
- PremierOne CAD Integration for incident and unit location
- Vigilant License Plate Recognition Integration
- VESTA 9-1-1 Call Location Integration
- ASTRO P25 Radio Location on Push-To-Talk (PTT)
- Agency Esri Data Sets
- AccuWeather Service
- In-Car Camera Video Streaming
• CommandCentral Aware Connectors:
- ONSSI VMS
- Drone Interface*
- DW Spectrum Traffic Cameras
• CommandCentral Investigate Plus
• CommandCentral Community Integration/Interfaces
- PremierOne CAD Incidents
- Niche Records Data Feed
*CAD Integration Processor: The City of Carlsbad Police Department is currently using ALOFT for its drone
software and is currently assessing the use of the Motorola CAPE software. An interface for the Drone software
will be implemented, and if the CAPE software is implemented after an interface to ALOFT has been developed,
the CAPE interface will be provided at no extra charge.
The following solution descriptions outline the unique benefits of PremierOne CAD and Mobile to
empower your users with a proven public safety platform.
1.5 SOLUTION OVERVIEW
Motorola Solutions’ PremierOne Computer-Aided Dispatch (CAD) is an easy-to-use solution that
streamlines intelligence capture and dispatch to help keep first responders and their communities
informed and safe. As a convergence point that centralizes communications and incident data,
PremierOne CAD enables personnel to quickly access incoming calls, related records, and responder
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 33 of 372
The City of Carlsbad, CA
Page 8
location and status. The PremierOne CAD workstation displays this information as actionable
intelligence, providing dispatchers with a more complete operating picture to enable them to efficiently
allocate resources, more quickly inform field personnel, and manage incidents as they evolve.
1.5.1 System Application Client Software Subscriptions
Table 1-1: System Subscriptions
System Client Licenses Quantity Type
PremierOne CAD Dispatch Clients with Mapping and CAD Web
Client
50 Subscription
PremierOne Mobile Clients (Windows) 175 Subscription
PremierOne Mobile Clients and CommandCentral Responder for
CAD (when available)(Android/iOS)
175 Subscription
CommandCentral Aware (Named Users) 175 Subscription
CommandCentral Community Unlimited Users Subscription
CommandCentral Investigate Plus 115 Subscription
1.5.2 PremierOne CAD Capabilities
Motorola Solutions has designed PremierOne CAD to be the central convergence point for
communications from multiple sources and systems, mission-critical information, and resource
management.
The user interface offers quick access to information via a location-based, Esri-standard GIS map.
Users perform commands and functions using a mouse, command lines, function keys, shortcuts, or
user definable right-click menus. The GPS-aided resource management tool displays the location and
identity of GPS-equipped vehicles or devices enabling a coordinated response while further supporting
officer safety.
PremierOne CAD Access and Basic Operation
PremierOne CAD can be installed on any computer that meets the minimum functional requirements for
operation. Users perform the majority of actions within the PremierOne CAD work monitor. Status
monitors present summary information about incidents or units. A user may have one or more status
monitor window(s) available at the workstation. Status monitors are configurable to meet your
personnel’s specific needs.
Users may operate PremierOne CAD either with or without a mouse. While all commands and actions
within the application can be accessed with the mouse, users also may drive PremierOne CAD almost
exclusively from the keyboard. A few PremierOne CAD functions, such as selecting units from a map,
must be performed with a mouse.
Incident and Unit Management
PremierOne CAD helps dispatchers manage multiple incidents of varying sizes and criticalities by
presenting incident data via a streamlined user interface (UI). It provides quick access to dispatch
functionality, summarizes at-a-glance unit and incident status, and places related information, such as
unit communications, locations, and alerts, in context. This immediate access to real-time information
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 34 of 372
The City of Carlsbad, CA
Page 9
enables dispatchers to quickly initiate incidents and assign units to them, as well as manage ongoing
events and the resources allocated to them.
Dispatchers can initiate incidents via command line or from the incident initiation form provided within
PremierOne CAD. Once the incident is initiated, units can be dispatched using one of four methods:
• Dispatch incident function key.
• Incident dispatch command.
• Dispatch form.
• Drag and drop feature within status monitors and map.
Once initiated, incidents can be managed through the various incident management features of
PremierOne CAD:
• Updating existing incident information.
• Associating incidents.
• Disassociating incidents.
• Cloning incidents.
• Closing incidents.
• Reopening incidents.
• Displaying a summary list of incidents.
• Searching for incidents.
• Pre-assigning or pre-empting incidents to units with the Call Stacking feature.
• Viewing records of all transactions associated with an incident with the audit feature.
Dispatchers can monitor units and manage their assignments through the PremierOne CAD interface,
via the following unit management functionality:
• View and update unit assignment data.
• Make unit status changes.
• View a unit’s history.
• View the current activities for a unit.
• Clear units from an incident.
• Manipulate units that are assigned to incidents.
• Place a group of units on or off duty via a single transaction with Roll Call, allowing users to
update shift assignments for on duty units without the need to first take these units off duty.
PremierOne CAD can also change a unit’s capabilities based on the personnel assigned to that unit.
Manual incident notifications feature is a process by which PremierOne CAD informs users that they
are to manually notify individuals who are not a part of PremierOne CAD, and helps to prevent multiple
notification recipients from contacting an individual simultaneously.
Incident Mapping and Automatic Resource Location
In addition to the information described above, dispatchers can view incident and resource location
data directly within PremierOne CAD via a consolidated, Esri standard GIS map. This centralized map
display is integrated directly into PremierOne CAD, providing geographic context to real-time incident
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 35 of 372
The City of Carlsbad, CA
Page 10
information. Specific mapping functions built into PremierOne CAD allow dispatchers to manipulate the
map and configure the display with icons to help target incident response.
Also, PremierOne CAD uses Automatic Resource Location (ARL) to determine the actual location of
emergency vehicles in relation to an emerging incident. This enables PremierOne CAD to make
response recommendations based on the location of units rather than based solely on jurisdictional
assignment. Once resources are assigned to an incident, PremierOne CAD’s ARL capability tracks
those resources as they are on route to an incident.
Mail and Messaging Services
PremierOne CAD’s mail and user-to-user messaging functionalities allow users to exchange and
distribute email and instant messages (IM) within the dispatch center and to units equipped with Mobile
Data Terminals (MDT). PremierOne CAD also supports recurring messages, BOLO (Be on the Look
Out) messages, notification message capability, message prioritization, targeted distribution list, and
management of the mail-messaging functionality.
When using these messaging services, users can search through the PremierOne CAD address book
to find contacts. PremierOne CAD includes a global address book and the ability to create both shared
address books and user-specific personal address books.
System Security and Roles
PremierOne CAD is designed to ensure operational and data security. Each user and device on the
system is assigned to one or more agency-created roles. PremierOne CAD recognizes these users and
devices, and provides access to their authorized functions based on their assigned role. This controlled
access enables the enforcement of access rights and permissions, ensuring that the right users are
interacting with the necessary functions for their role. Personnel can also be searched by their skills.
Additional Capabilities
The PremierOne CAD solution also supports the following capabilities:
• Address Geo-validation & Premise Hazards.
• Mapping Manual GeoFencing & Road Closure.
• Multi-Discipline, Multi-Agency Support.
• Contractor Rotation.
• Forms & Status Monitors Configuration.
• Status Backdating.
• Move-Ups.
• Query Return.
• Fire Recommendations.
• Reports.
1.5.3 Disaster Recovery - CAD Continuity Summary
The goal of disaster recovery is to resume critical CAD workflows and preserve incremental data during
outages with minimum operational downtime until a full system or center recovery. To achieve that, MSI
provides services that integrate into existing hybrid and CommandCentral CAD architecture and UX to:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 36 of 372
The City of Carlsbad, CA
Page 11
• Leverage the CAD Web Client as an extension to on-prem CAD system during normal
operations;
• Automate setup and onboarding of needed cloud infrastructure to enable a disaster recovery
solution in response to an outage;
• Facilitate needed data transfer from on-prem to cloud with minimal downtime and disruption to
call taking and dispatch operations in the event of a primary CAD outage (“failover”);
• Provide critical capabilities to capture, and track calls for services, unit assignments, as well and
other critical dispatch duties using a simple-to-use UI;
• Facilitate needed data transfer from the cloud back to on-prem (“failback”) when primary CAD
recovery is complete to make the transition as painless and short as possible; and,
During an outage, CommandCentral CAD becomes the primary CAD system by replacing PremierOne
CAD for the duration of the outage (planned or unplanned). Upon successful PremierOne CAD
recovery, the solution will revert to normal operations and again function as an extension of
PremierOne CAD. System downtime associated with failover to CommandCentral CAD is not expected
to exceed 30 minutes. A more precise failover downtime will be mutually explored and agreed to
throughout the development process.
CommandCentral CAD Overview
CommandCentral CAD Disaster Recovery solution leverages CommandCentral CAD as its foundation.
CommandCentral CAD is a cloud-native CAD monitoring, call taking, and dispatch solution accessible
by authorized users via Chrome browser. While other browsers may function with CommandCentral
Cloud, Motorola tests it with Chrome browser. It is a secure application with a cloud-native backend
built on the MSI Cloud Infrastructure Engineering platform in the Azure U.S government cloud. A subset
of the application’s functionality is available as an extension to PremierOne CAD through the CAD Web
Client, as well as a complete standalone system through CommandCentral CAD. For this program, the
agency is entitled to the application available as an extension to PremierOne CAD during normal
operations and as an alternate CAD during a primary CAD outage.
CommandCentral CAD Core Functionality
CommandCentral CAD provides dispatchers and other authorized personnel with the following
functionality:
• Monitoring capabilities (incident and unit)
• CAD Map (incident display and display of assigned units)
• Incident search capabilities
• Incident history
• Incident management capabilities
- Incident create (single/multi-discipline)
- Field initiated incident
- Unit assignment
- Add comment, persons, vehicles
- Incident close and reopen
- Request a Records/RMS ID
- Display of associated incidents
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 37 of 372
The City of Carlsbad, CA
Page 12
• Unit status update, place on/off duty
• Responder location (via CommandCentral Responder for CAD)
• Address verification and reverse geocoding using ESRI World Geocoder/Agency-provided data
• Premise hazards
• Basic Person and Vehicle query state and national as driver license, warrant, vehicle
registration, stolen vehicle
• Basic printable CAD incident and unit reports
• Basic offline capabilities
- Incident creation
- Add comments
- Unit dispatch
- Unit status change
- Incident close
- Free a unit
Monitoring
Dispatchers can monitor units and incidents from the CommandCentral CAD application. This user
interface allows call-takers and dispatchers to find the resources they need, with available units sorted
by “Unit ID” or by “Area” for quick access. The Unit Details window provides a view of officers assigned
to a unit, the incident a unit is dispatched to, assigned areas, and any equipment or capabilities of that
unit.
The application also provides an Incident Monitor that displays incident status, making critical event
information accessible at a glance. Similar to Unit Details, dispatchers can double-click into incident
details to see specific information related to that incident. This information includes Address, Incident
Type, Description, Priority Level, and Assigned Units.
CommandCentral CAD monitoring functions include the following:
• Basic incident and unit status monitors
• Multi-monitor support
Dispatching
CommandCentral CAD provides easy access to dispatch functions using an intuitive interface.
Dispatchers can quickly create an incident from a form in the CAD application, where required fields are
highlighted to speed up data entry. The system supports address verification using ESRI World
Geocoder or agency-provided GIS data.
The CAD application also allows dispatchers to search incidents and history to find additional
information about past events. Dispatchers can review, add, and modify details about CAD-involved
People and Vehicles.
CommandCentral CAD Disaster Recovery Scope
The following sections provide a brief description of the proposed CommandCentral CAD Disaster
Recovery Solution.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 38 of 372
The City of Carlsbad, CA
Page 13
As a part of the solution, CUSTOMER is entitled to the following capabilities and support:
• Provide authorized users access to CAD Web Client with a PremierOne CAD backend during
normal operations;
• All on-prem CAD incident data is saved to the Cloud via the CommandCentral Connector (C3)
integration. Only incidents that are less than 72-hours old can be reopened or modified within
the CC CAD system.
• Enablement of CommandCentral CAD services required to minimize downtime when switching
from normal operations to CAD continuity mode;
• Ability to request failover over to CommandCentral CAD as a disaster recovery solution for
planned or unplanned outages of PremierOne CAD;
• Provide authorized users access to CommandCentral CAD as a standalone CAD continuity
solution during primary CAD outage;
• Leverage primary CAD incident and unit numbering to ensure continuity of defined numbering
scheme;
• Incident and unit synchronization report to ensure consistent data synchronization from primary
CAD to CommandCentral CAD during normal operations;
• Import a subset of provisioning data from primary CAD needed to provision and operate
CommandCentral CAD as a standalone CAD system during a primary CAD outage;
• At failback, merging of incident and unit data generated during a primary CAD outage in
CommandCentral CAD into the PremierOne CAD operational database;
• Incident and unit merging report to ensure consistent data merging from CommandCentral CAD
to primary CAD upon failback;
Out of Scope Functionality
The following is out of scope and will not be available as a part of the proposed CAD continuity and
disaster recovery via CommandCentral CAD:
• Ability to change agency code tables, incident and unit settings, and new preassigned units via
CommandCentral CAD during primary CAD outage (i.e. any CAD related provisioning changes);
• Ability to change or add new GIS data such as addresses or beats during the outage;
• Custom development of new features in CommandCentral CAD beyond the general availability
feature set;
• Any capabilities outside of call taking and dispatch workflows (e.g. records management, digital
evidence management, PremierOne mobile clients (Windows devices), etc.);
• Automatic failover from primary CAD to CommandCentral CAD (failover will require intentional
activation, but the process once activated will be automated);
• Real-time failover from primary CAD to CommandCentral CAD without downtime (system
downtime associated with failover to CommandCentral CAD is not expected to exceed 30
minutes);
• Integration with any 3rd-party systems beyond basic state and national query and E911
(Requires the on-prem anchor server to remain available);
• Side-by-side operation of CommandCentral CAD (standalone cloud CAD) to PremierOne CAD;
• Server restoration using agency CAD data backed up to the cloud storage;
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 39 of 372
The City of Carlsbad, CA
Page 14
• Hardware for training environment.
1.5.4 PremierOne CAD Interface Strategy
PremierOne CAD supports a variety of interfaces to enhance dispatch operations by integrating
PremierOne CAD with the capabilities provided by other solutions. Motorola Solutions provides the
interfaces noted in Section 1.4 which are licensed as part of the PremierOne solution. Interface Feature
Descriptions (IFD’s) are provided below in Section 8. The IFD details the specific features and
functionality of the interface, interface technical information, including data elements, and describes the
implementation process and responsibilities of the involved parties.
Table 1-2: List of Integrations, Interfaces, and Connectors
PremierOne CAD
NetRMS Data Feed from CAD Outbound Calls For Service Records Data Feed
NetRMS Queries from CAD Query records in NetRMS based on Vehicles, Names, Locations, ETC.
SpidrTech Data Feed Outbound Calls For Service Records Data Feed
Axon Data Feed for BWCs Outbound Calls For Service Records Data Feed
Coplogic/DORS Inbound CAD
Incident Creates
Inbound CAD Incident Create
CLETS/NCIC Queries from CAD
(State Query)
State Query
Crossroads Traffic Accident
Queries
Query Third Party System
Crossroads Citation Queries Query Third Party System
Legacy Query Query Third Party System
Data Warehouse Feed 2nd CAD RDW
Astro APX PTT Integration (If Available from NextGen RCS)
Vesta 9-1-1/TDD/TTY Integration
On premise Microsoft Entra ID
Service
Integration
CommandCentral Aware
PremierOne CAD Integration
M500 In Car Video Integration
Vigilant LPR Integration
Vesta 911 Call Location
Integration
Integration
Astro P25 Radio Location on PTT-
GPS Coordinates to CAD
Integration
Environmental Systems Research
Institute, Inc. (Esri)
Integration
OnSSI VMS/Occularis Connector
Drone Interface Connector
DW Spectrum Traffic Cameras Connector
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 40 of 372
The City of Carlsbad, CA
Page 15
PremierOne CAD
New Interface/Integrations
RapidSOS Integration
Niche RMS Data Feed from CAD Calls for Service Data Feed Interface
Niche RMS Queries Query Third Party System
1.5.5 PremierOne Mobile Solution Description
Overview
Motorola Solutions’ PremierOne Mobile extends command center capabilities and information from
PremierOne CAD by providing enhanced mobile capabilities to officers and first responders in the field.
Public safety personnel can prepare for an incident by using the PremierOne Mobile applications to
access real-time information in their vehicle or on their smart device. This mobile access to critical
intelligence capabilities informs a safer and more accurate response.
The PremierOne Mobile client features quick access to the information needed by field personnel in
rapidly changing situations. Designed with one-level navigation via touchscreen or keyboard, the client
applications offer single-key traffic stops, one-touch status updates, and single-tap view of incident or
unit details. This seamless, on-the-go experience enables users to begin incident response on a vehicle
laptop and continue that response outside of the vehicle on a cellular device.
Users can access Windows, Android, and iOS clients on in-vehicle laptops, smartphones, and tablets.
Users can access the Windows client and an iOS or Android client simultaneously.
PremierOne Mobile Capabilities
PremierOne Mobile supports the following operating systems: Windows, iOS, and Android. It provides
public safety personnel in the field with improved access to mission critical information. These mobile
capabilities support your responders in the following areas.
Field Response - PremierOne Mobile allows users to dynamically receive incident details as
emergency events unfold, and provides them with drive directions. As personnel, vehicles, and
locations are associated with an incident, previous incident details are automatically made available to
those individuals in real-time.
Enhanced Situational Awareness - PremierOne Mobile connects dispatchers and field responders to
allow for a seamless delivery of up-to-date information to the point of engagement. Critical details and
automatic notifications and alerts (“hot hits” responders, messaging, BOLOs, premise and hazard
information) can easily be accessed by first responders, while geofencing and status monitoring provide
additional location and activity details of all units and incidents to remain connected to developing
situations and inform better decisions.
Incident Management - PremierOne Mobile provides full incident control to field personnel, enabling
them to monitor, engage with, and close out an incident. Users can update event details, comments,
and locations from the mobile client, scan a driver’s license to automatically search and add a subject,
and easily attach photos to incidents from Android and iOS devices to create a more autonomous and
productive mobile workforce.
Streamlined Operations - PremierOne Mobile features a configurable, browser-based UI and access
to advanced administration capabilities, allowing users to schedule and deploy remote installations and
upgrades with a client that fits your agency’s operational needs. Users can choose when to accept
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 41 of 372
The City of Carlsbad, CA
Page 16
upgrades to avoid interruption of critical tasks. PremierOne Mobile also supports single client to fleet-
wide, multi-agency remote deployments and silent updates.
Features Supported by Platform
The PremierOne Mobile and Handheld applications support the features outlined in the table below.
Table 1-3: High-level PremierOne Mobile Features by Client Platform
PremierOne – Available Clients Windows Mobile Android
Handheld
iOS
Handheld
Operating System Windows 11 + Android 14 iOS 17
Cloud Enabled ● ● ●
Silent Dispatch ● ● ●
Incident & Unit Management ● ● ●
Real-Time Status Monitors 7 5 5
Field Initiation for Traffic Stops & Other Incidents ● ● ●
Database Querying ● ● ●
BOLOs ● ● Query Only
Responder and Unit Location Tracking ● ● ●
Premise & Hazard Details with Images ● ● ●
Geofencing with Entry & Exit Alerts ● ● ●
4G & LTE Network Capability ● ● ●
CJIS Security Support with FIPS 140- 2 Encryption &
Auditing
● ● ●
Barcode Scan ● ● ●
Voice Entry for Comments ● ●
Navigation via Esri ArcGIS ● ● ●
Navigation via Apple Maps ●
Navigation via Google Maps ●
Messaging ● ●
Advanced Mapping, BOLOs, Premise & Hazards ●
Advanced Configurations ●
1.5.6 PremierOne Reporting Services
SQL Server Reporting Services (SSRS)
SQL Server Reporting Services (SSRS) provides a set of on-premises tools and services that create,
deploy, and manage paginated reports. Paginated reports are ideal for fixed-layout documents
optimized for printing, such as PDF and Word files. The SSRS solution flexibly delivers the right
information to the right users. Users can consume the reports in a web browser on their computer or
mobile device, or via email.
A standard reports library is included in the product. These reports will be loaded to the Customer
system(s), and be used during the Reporting Workshops. The Workshops will provide the attendees
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 42 of 372
The City of Carlsbad, CA
Page 17
with the knowledge on how to create custom reports against the PremierOne databases utilizing
Microsoft’s SSRS software.
1.5.7 Geographic Information System (GIS)
Geo-spatial data is uploaded to the system through tools implemented within Esri ArcGIS. Address
validation data is maintained in redundant Microsoft SQL Server geodatabases that store locations and
boundaries both spatially and in optimized search tables. Esri ArcGIS Servers provide routing and ETA
calculations using the Network Analyst extension. Client maps are displayed using Esri ArcGIS Engine.
The system uses GIS for display, location validation, and unit recommendation. The system’s tools
made available for ArcTool box, provides the ability to load local data manually or through an
automated model.
• The system’s Response Boundary Data Import Tool imports and aggregates boundaries in
multiple layers into a single spatial table within the geodatabase for support of multi-agency /
multi-jurisdictional scenarios. GIS data is a required key component of a system deployment.
GIS provides the mechanism for location validation and recommendation for response.
• A system conformant and geographically accurate GIS data is required for the proper operation
of the system. It is the Customer’s responsibility to provide a complete and accurate GIS data
that conforms to the PremierOne GIS Data Requirements for use in PremierOne. Each agency
being added to the system must have their geographic coverage included in the geodatabase
imported into the system.
• The use of remote and/or Esri Online services is not supported. Motorola Solutions is not
responsible for map availability or any degradation of client performance caused by the use of
third-party hosted internet map services as these services are outside the domain of the system
infrastructure and are not managed by Motorola Solutions. The system is a mission critical
application that must control the import/access of the GIS data.
1.5.8 ActiveEye Managed Detection and Response for PremierOne
Overview
Identifying and mitigating cyber threats requires continuous monitoring and technical capabilities to
distinguish real threats from millions of alerts, as well as the expertise to quickly evaluate and
remediate them if needed. With ActiveEyeSM Managed Detection and Response (MDR) for
PremierOne, Motorola Solutions will provide your agency with access to the ActiveEye Security
Platform, along with 24/7 support from specialized cybersecurity experts who will monitor your mission-
critical computer-aided dispatch (CAD) servers and infrastructure that is managed by Motorola for
indicators of threats and remediate them if needed.
The ActiveEye MDR solution can help secure your agency’s Motorola managed on-premise CAD
solution through a combination of ActiveEye technology, endpoint detection, and the expertise of
Motorola Solutions’ cybersecurity analysts in our Security Operations Center (SOC).
ActiveEye Security Management Platform
The ActiveEye Security Platform collects, manages, and analyzes security events. Built-in analytics
examine multiple real-time threat intelligence feeds, reference past events, and follow playbooks to
automate most actions. Analytics also prioritize events to quickly identify those that require remediation.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 43 of 372
The City of Carlsbad, CA
Page 18
As a Security Orchestration, Automation, and Response (SOAR) platform, ActiveEye speeds up
remediation, using predefined or custom playbooks to automatically investigate and respond to threats.
ActiveEye’s automatic investigation capabilities include looking up threat intelligence, querying past
data, adding recommended action notes to cases, and bringing event details to the main investigation
screen. Its automated response capabilities include changing alert priorities, closing alerts, blocklisting
files, removing files from systems, or isolating hosts from the network.
This automated approach to threat identification and remediation eliminates more than 95 percent of
false positives, allowing our SOC analysts to shift their focus to more complex investigation and
response tasks.
ActiveEye Managed Security Portal
The ActiveEye Security Portal, a cloud-based web application, enables improved visibility of
cybersecurity incidents to your agency and allows Motorola Solutions to coordinate responses if
needed. From this central platform, your agency’s personnel will be able to view threat insights, event
investigations, security reports, threat advisories, and the status of cases.
Figure 1-6: ActiveEye Interface
Dashboard
The ActiveEye dashboard provides a summary of key information. It includes a snapshot of open alerts,
alert categories, key performance indicators (KPI), open cases, and recent threat advisories. Users can
also see more in-depth information, such as the number of security cases, alert details, alert trends,
reports, and group communications.
Security Cases
When a threat is identified, the SOC will create a security case. Through the ActiveEye Portal, your
agency’s personnel will be able to view details of current or past cases, create new cases, or respond
to ongoing cases strictly for informational purposes.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 44 of 372
The City of Carlsbad, CA
Page 19
Alert Details and Trends
Alerts can be evidence of a past, active, or developing threat. ActiveEye records relevant data for each
alert, enabling users to quickly view its trigger, the systems it impacts, and any actions taken to address
the alert.
ActiveEye also provides tools for reviewing groups of alerts based on key attributes or time periods.
Attribute filters enable users to toggle which alert groups are shown in ActiveEye, helping users spot
trends or threat activity. Users can also compare alert logs for specific time periods to determine if
specific trends are associated with a threat or are false positives.
Investigations and Reporting
ActiveEye includes robust ad hoc reporting capabilities that provide important information about active
and historical threats. Users can share information outside of ActiveEye by downloading reports in .csv
or .json format.
In addition to ad hoc reporting, ActiveEye can provide a daily email summary and monthly report. Daily
email summaries can include alert counts, security cases opened or closed, saved queries that have
new data, and detailed endpoint security statistics. If needed, ActiveEye can send one or more
summary emails with different content for different groups. Monthly reports are available as a PDF
download.
Security Advisories
ActiveEye also enables the SOC to share Security Advisories on active threats. These advisories guide
security teams on how to take actions against threats and where to get more information.
Information Sharing
ActiveEye includes several other functions for sharing information. Automatic security alerts notify pre-
defined contacts of incidents, based on incident priority. Other information-sharing functions include:
• SOC Bulletins - Instructions from your agency’s personnel or the SOC that analysts reference
when creating security cases. These can communicate short-term situations where a security
case may not be required, such as during testing or maintenance windows.
• Customer Notebook - The SOC will use the Customer Notebook to document your agency’s
environment and any specific network implementation details assisting the SOC investigation of
security cases.
• Contact Procedures - Escalation procedures and instructions on who to contact if an incident
occurs. Contact procedures include instructions and procedures for specific security incident
levels. The SOC manage contact procedures and work with the agency to identify any needed
escalation points.
User Access
User access settings make it simple to add, update, and remove access to ActiveEye. Users may be
given administrative access, allowing them to perform administrative tasks such as setting up new
service connectors, resetting passwords, and setting up multi-factor authentication for other users.
Service Modules
One or more service modules can be integrated through the ActiveEye platform. These modules
provide more information for ActiveEye to correlate, offering a clearer vision of events on your agency’s
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 45 of 372
The City of Carlsbad, CA
Page 20
network. In addition, modules enable security teams and analysts to more easily access and compare
data from disparate systems.
Endpoint Detection and Response
If an attacker attempts to breach your existing security controls, it is critical to respond quickly.
Integrating Endpoint Detection and Response (EDR) tools with the ActiveEye platform enables security
analysts to respond to attacks and view threat intelligence in a single interface. Through the ActiveEye
platform, analysts can isolate hosts, block files, allow files, and remove files.
ActiveEye MDR includes ongoing monitoring by Motorola Solutions SOC cybersecurity analysts to look
for potential cybersecurity threats to connected networks, applications, and devices on a 24/7 basis.
The SOC team operates from secure, redundant locations in the United States, and can securely
operate at remote locations if necessary. Team members complete regular training on customer data
management and privacy to protect sensitive customer data. Based on their broad security experience,
the SOC’s analysts will recommend security device configurations and implement playbooks to
increase focus on the most critical threats.
If a threat investigation requires input from your agency’s security team, the SOC will create a security
case and follow defined escalation procedures for each priority level. ActiveEye will enable your
agency’s personnel to view security cases and event investigation history.
In the event of a potential incident, the SOC will use data available in ActiveEye and access your
agency’s system to determine the extent of malicious activity. If needed, the SOC will add more
detection policies to your agency’s service modules.
1.6 PREMIERONE INTERFACES
The interface details are provided in the Interface Functional Descriptions (IFDs) in Section 8.
1.7 PREMIERONE INTEGRATIONS
1.7.1 PremierOne Integration – Astro Radio Push-to-Talk (PTT)
The ASTRO APX Integration with PremierOne CAD displays the units that trigger the radio Emergency
button or the Emergency icon on the PremierOne Mobile client on the PremierOne CAD work monitor.
Detailed implementation discussion is a part of the System Admin Training Class.
1.7.2 PremierOne Integration - Vigilant
The Vigilant integration with PremierOne CAD provides dispatchers a notification of the license plate
"hit" by creating an Incident automatically. An acknowledgement is not required for the Incident to be
created and the dispatcher can choose to close the Incident if it is not needed.
1.7.3 PremierOne Integration - VESTA
The VESTA integration allows Automatic Number Identification (ANI) and Automatic Location
Identification (ALI) information to be passed from the VESTA 911 system to PremierOne CAD. This
integration enables Call Takers to have the essential data to initiate a call for service in the CAD
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 46 of 372
The City of Carlsbad, CA
Page 21
System. When the 911 system receives the ANI/ALI data feed from the third party provider, it passes it
to the CAD System, via a Lantronix device. When the call is picked up by a Call Taker, the call handling
system determines the call position and routes the parsed data to the associated CAD Workstation.
The data is then displayed in the Incident Initiation form.
VESTA Integration Use Cases
• A 911 call is answered, the ANI/ALI information is passed to the CAD client ∙ The CAD system
automatically populates the Incident Initiation form
• CAD user can request a manual refresh using shortcut keys (e.g. Shift + F11) to populate the
Incident Initiation form with ANI/ALI data
• The interface supports Phase 0, Phase I, and Phase II class of service types. ∙ The CAD system
can place ALI data in a CAD Incident Queue, when a user is working on an active incident
• The CAD system can process a re-bid request for wireless call
• CAD user can associate a Telecommunications Device for the Deaf (“TDD”) conversation to an
incident
• CAD user can view the TDD conversation of an incident
• If ALI data is not available for a call, the CAD system will display one of the following messages
in the ALI data field:
- No communication with the database
- No information available
- ALI receive error, press RTX
- Conversion NPA-NPD error
1.7.4 RapidSOS Integration
PremierOne Integrates RapidSOS features into PremierOne CAD allowing for faster and more reliable
caller location and to calltakers, improving response to emergency situations
RapidSOS Location Data Integration
When a calltaker answers a call from within PremierOne, RapidSOS will retrieve the caller’s device-
based hybrid (DBH) location and provide it within three seconds on the calltaker’s CAD interface. The
calltaker can then use RapidSOS to track the location of the caller throughout the call, with location
data accurate to within three seconds each time the calltaker re-bids the location.
RapidSOS Supplemental Data Integration
In addition to location data, RapidSOS aggregates available medical or emergency information about
the caller from multiple data resources and then displays it to the calltaker through the PremierOne user
interface. This helps get crucial information to calltakers faster than questioning the caller —information
that the calltaker can then pass on to first responders to help them maintain their own and the caller’s
safety.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 47 of 372
The City of Carlsbad, CA
Page 22
1.8 COMMANDCENTRAL AWARE SOLUTION
DESCRIPTION
1.8.1 CommandCentral Overview
Agencies can increase the value of their current investments by connecting CommandCentral Aware to
other software platforms. These integrations include PremierOne CAD, VESTA 9-1-1, ASTRO 25
Radio, Avigilon (ACC), ONSSI VMS, Vigilant License Plate Recognition (LPR), the VMS for a Drone
system, and the DW Spectrum traffic cameras. Users can communicate with confidence, knowing their
information is hosted in the highly secure Microsoft Azure cloud.
1.8.2 CommandCentral Aware Features and Integrations
CommandCentral Aware provides a range of capabilities, described in the sections below.
Mapping
CommandCentral Aware features a unified interface to display locations and alerts. Users can view all
location-based data on the map display to enhance decision-making. CommandCentral Aware Mapping
features also include the following:
• Event Monitors – View device status and location, CAD incidents, open-source data alerts, and
sensors on a map. This map can consist of Esri online, Esri server, or static map layers. This
map can be modified with other data layers.
• Data Layer Panel – Show or hide data layers to refine the map view.
• Event Information Display – View details associated with each icon on the map.
• Historical Map – View a 90-day lookback of radio locations, CAD incidents, service requests, or
emergencies. An export tool extracts the recreated timeline to KML format to view in Google
Earth or Esri ArcGIS Pro. The Location Replay feature enables the historic path of a device’s
location.
• Breadcrumbing – Track individual APX user radios. Tracking begins at the time the action is
toggled on. Devices can provide up to the last 30 minutes of live movement.
Geographic Information System (GIS) Data Set
CommandCentral Aware integrates with hosted GIS data sets from Esri ArcGIS Server or ArcGIS
online. The geospatial information contained within these data sets are core to the intelligent map
display. This enhances workflow details driven by geography and the metadata contained within these
data sets.
Esri’s powerful geospatial engine within CommandCentral Aware is used to automatically invoke spatial
queries, including nearby items and geographic boundaries. This geospatial processing enables
intelligence-driven analysis in order to focus on the concentrated area of concern and orientate those
responding.
Data sets help users to:
• Refine displayed data based on the geographic area defined per user. Data includes area, beat,
sector, precinct, zone, or quadrant.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 48 of 372
The City of Carlsbad, CA
Page 23
• Find nearby entities by predefined distance. Parameters include closest camera while in route,
closest cameras to an event - CAD, gunshot detection, alert.
• Determine road blockages caused by traffic jams, flooded roadways, or other obstacles.
AccuWeather Integration
CommandCentral Aware includes integration with AccuWeather. This integration provides customized
weather-driven services. Services include site-specific forecasts, severe weather warnings, historical
data, and custom analytics. AccuWeather also provides the following data:
• Location key for your desired location.
• Forecast information for a specific location.
• Current Conditions data for a specific location.
• Daily index values for a specific location. Index availability varies by location.
• Radar and satellite images.
Rules Engine
The Command Central Aware rules engine allows users to create rule-sets to trigger actions based on
event types. For example, rows in the Event Monitor can be highlighted, and sound alerts for critical
CAD incidents can be customized. These visual or auditory triggers reduce the number of steps needed
to support an incident.
PremierOne Computer Aided Dispatch (CAD) Integration
CommandCentral Aware integrates with PremierOne CAD to provide CAD status and event monitor
capabilities. The CAD status monitor allows users to see a listing of incidents (event type, location
incidents, narrative, priority, status, geographic area, location of devices or units).
Vigilant License Plate Recognition (LPR) Integration
Motorola Solutions’ LPR enables law enforcement agencies to organize and archive data collected from
multiple mobile and fixed site LPR deployments. LPR technology has numerous applications including
parking enforcement, law enforcement and city surveillance, and security and monitoring. Capabilities
of Motorola Solutions’ LPR system are as follows:
• Photograph a vehicle and focus on its license plate in moving traffic.
• Raise an alert, show a photo of the vehicle and license plate, and display why it is of interest in
response to a match.
• Mine and analyze plate identification data for patterns.
• Map all locations related to a single plate to locate and map vehicle movements. The web
interface allows data to be shared across multiple locations and agencies. Create wildcard
hotlists with partial license plate numbers, and hotlists that notify assigned investigators of hits
without alerting in-car vehicle officers.
• Associate related data from disparate systems to get a full view of an incident or hot-list
hit/alarm occurrence via the Correlation Engine. Display nearby video sources based on the
LPR hot-list hit/alarm, sensor alarms, and provided third-party data alerts.
• Enforce parking with digital tire chalking for enforcement of time limits and residential, university
semester, employee, short-term, and shared permits.
Support law enforcement and city surveillance with live data transmission between vehicles and the
back office, and back office data mining and geo-fencing.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 49 of 372
The City of Carlsbad, CA
Page 24
VESTA 911 Call Handling Integration
CommandCentral Aware integrates VESTA 911 call data. The CommandCentral Aware application
shows key caller events alongside location updates to monitor the status of wireless callers. This
provides essential information to assist personnel responding to an incident.
Video Management System Integration (Drone system and ONSSI VMS)
A core component of CommandCentral Aware is Video View. The module provides the ability to
consume video content from systems such as the Drone system’s VMS. Each VMS brings with it a
variety of tools via an SDK. These tools can include, but are not limited to, location, user controlled Pan
Tilt Zoom (PTZ), Digital Zoom, Image Capture, Video rewind and export clip, and allow for historic
search of recorded video. These features improve productivity from call to closure and increase
responder safety.
In addition to functional tools, the Video View module can consume video analytics of automated
license plate recognition, facial recognition and object detection. These capabilities will add greater
refinement to video feeds to accurately assess detail that the eye may not see, further enhancing the
users experience within CommandCentral Aware. Component configuration within CommandCentral
Aware allows for specific use case definition expanding automated intelligence into the application via:
• Workflow Configuration: Automatically associates related data together from disparate systems
to get a comprehensive view of the incident or threat occurrence. Displays nearby video sources
based on CAD incident, sensor alarms and provided third party data alerts.
• Real–Time Video Streaming: Virtually patrol the community or immediately view the scene of an
event in seconds by accessing up to 16 cameras simultaneously from video feeds via VMS
System. Easily reference the video source, date, time, and location as well as customize
camera groups for quicker access to particular locations.
• Device and Content Control: Users can operate PTZ capable cameras, as well as perform a 10-
second review from buffer. Snapshot pictures and video clips can be captured, stored, and
shared for timely situational awareness. Users can create rule– sets to perform automated
actions based on event types, helping to reduce the amount of steps necessary to support an
incident effectively.
• Camera Location and Group Definition: Can be provisioned through the CommandCentral
Aware or read directly from the VMS.
• Camera Field of View can be defined via CommandCentral Aware and viewed on the map
display. Users can toggle off and on the cameras that may or may not be pointed in the direction
of the incident.
• Video Camera Audit Log: Ability to capture user interactions and record them to a log.
Visualization of the response scene seconds before the responder(s) arrive creates a virtual officer in
the Command Center which provides additional security to those at the edge. This virtual officer can
also act in the capacity of virtual patrol assigned to observe live video during large events or within high
crime areas.
Table 1-4– Supported Video Capabilities within CommandCentral Aware
Feature Description
Camera Import Importing cameras and the directory tree from VMS to CommandCentral Aware
Camera Location Use coordinates stored in-camera custom fields at the NVR (or) pulls geo-location
coordinates from the camera units. Specifically identified during installation.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 50 of 372
The City of Carlsbad, CA
Page 25
Feature Description
PTZ Control of pan, tilt, and zoom (PTZ) functions on capable camera units that have been
imported into CommandCentral Aware.
PTZ Presets PTZ cameras predefined pan, tilt, zoom values are applied to live feed.
PTZ Tours PTZ cameras execute a scan of its vicinity.
Live Video Direct feed from the camera as provisioned in the VMS system.
Recorded Video Playback video from the archive.
Live Snapshots Perform a screen capture of the live scene to send as an attachment via messaging
service.
Recorded
Snapshots
Ability to isolate and capture a section of the recorded video to be distributed by the
messaging service.
Recorded Fast
Forward
Display frame recorded sample at a faster rate playing forward.
Record Fact
Backward
Display frame recorded sample at a faster rate playing backward.
Digital Zoom Magnifies a selected area for live and recorded video.
Video Export Ability to prepare a video clipping for export to messaging or evidence collection.
APX Radios Location on Push-to-Talk or Location-on-Receive (TDMA)
CommandCentral Aware provides the location of users from GPS-enabled land mobile radio (LMR)
(ASTRO 25 radios) and broadband devices (LTE/Wi-Fi-enabled smartphones, tablets, and modems).
When a user presses the PTT, Emergency Button, Man-Down, or On-Demand buttons (or Stale
Location or Not Reporting indications activate), CommandCentral Aware pinpoints the location. With
each PTT press, CommandCentral Aware updates, delivers, and ingests device location data. This
keeps command center personnel informed during critical incidents and allows dispatch to make more
informed decisions. A user can be affiliated with multiple devices (both broadband and LMR). Multiple
users and their devices can be affiliated with a unit.
Location on PTT increases location accuracy even when the radio system is congested with voice
traffic. Location on PTT can be sent over the voice channel, in addition to cadence, distance, or manual
updates already being sent over the data channel. Once location data is received by the Packet Data
Gateway (PDG) at the ASTRO 25 master site, it is forwarded to the application via Intelligent
Middleware (IMW). The CommandCentral Aware application then allows dispatchers to view the
location of any APX radio in near real-time to accelerate response.
An APX radio in a group or emergency call sends its current GPS location over the voice channel
during each transmission. Location data is embedded directly in the voice stream and sent continuously
without impacting voice quality. Radios with Location on PTT can be configured to send their location
after each PTT during group calls and during emergency calls.
Note: The County of San Diego Regional Communication System (“RCS”) is working with Motorola to add
location services with an agency level distribution server. While Carlsbad is encouraged to work with the RCS to
tailor this capability and validate deployment schedules, we expect this capability will be made available by the
RCS. This unique operation will enable agencies and departments to have their own, as well as regional access
to participating first responder locations.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 51 of 372
The City of Carlsbad, CA
Page 26
CommandCentral Aware for Mobile Video (In-Car Camera Streaming)
CommandCentral Aware Plus integrates with M500 in-car camera systems to support up to 500 in-car
camera systems. Users can view real-time location, system details, and livestreams from systems in
the field that are actively recording.
When in-car cameras are active in the field and the in-vehicle modem is on, the CommandCentral
Aware user can view the system’s location on the map, see it listed in the event monitor, and open up a
video livestream upon recording being initiated in the field. CommandCentral Aware users can control
the livestream to see front, cabin, rear, panoramic and side (depending on camera model) views of
events both in and outside of the patrol car. CommandCentral Aware users can access up to ten
simultaneous in-car camera livestreams.
Aware Design Limitations
• A maximum of 3000 Icons viewed on the CommandCentral Aware client at one time, per
instance.
• A maximum of 100 updates per second on the CommandCentral Aware client.
• A maximum 5000 radios per server.
1.9 COMMANDCENTRAL INVESTIGATEPLUS
CommandCentral Investigate Plus, powered by LexisNexis, integrates with your existing data sources,
leverages inter–jurisdictional data, and includes integrated search of billions of public records from over
10,000 sources. It also provides highly configurable experiences with purpose–built tools for roles
across your agency.
Detectives can use link analysis across datasets to easily track down leads and close cases. Command
staff can quickly identify emerging trends and, with the help of analysts, better understand those
patterns and develop proactive initiatives to effectively address them.
This is a cloud–based product, subscribed to as a service. It is highly accessible and cost effective with
predictable pricing. Product updates are seamless with new capabilities being delivered regularly. And,
the cloud also provides proven security, reliability, and availability that keeps you operationally ready.
CommandCentral Investigate Plus includes a professional services engagement for implementation
and deployment, and is built upon our operational expertise, tools, and best practices, perfected over
our 90+-year history of working side–by–side with public safety.
Key Features & Functionality
• PremierOne CAD/RMS Integration
• Configurable, Role–Based Experiences
• Robust Data Visualization
• Easy Project Sharing
• Inter–Jurisdictional Data Sharing
• Cloud–Based & Delivered “as-a-Service”
• Granular Data Manipulation & Detail (140 Data Points Supported)
• Accurint for Law Enforcement Enterprise Subscription
• Access to Over 10,000 Public Records for 267M+ People
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 52 of 372
The City of Carlsbad, CA
Page 27
• Flexible Analysis Project Creation
• Advanced Link Analysis
• CommandCentral Platform Integration
1.10 COMMANDCENTRAL COMMUNITY
CommandCentral Community is designed to facilitate open and efficient communication between the
City of Carlsbad and the community members you serve. CommandCentral Community will enable the
City of Carlsbad to anonymously and securely collect tip details from citizens and use that information
to build a more accurate operating picture of individual incidents.
Citizens can submit tips easily and quickly through a mobile-friendly interface, improving the situational
awareness of public safety personnel by giving them as much information as possible when responding
to emergency situations and performing ongoing investigations. Digital evidence collected from citizens
is automatically stored in CommandCentral Evidence.
Incident and case report information is integrated with mapping software that automatically publishes
crime data from Niche Records and/or PremierOne CAD to an interactive, online, public-facing map.
Incidents/case reports are represented by dots on a map that may be clicked into to provide limited
information, including the decentralized address (hundred block), incident/case report number, date and
time, and an incident/crime type. Incident comments and/or report narratives or victim information is not
made available and certain crime types, e.g. sexual assaults, may be made “not visible” on the map.
This integration improves public perception by proactively sharing local crime information and providing
visibility to the effectiveness of Police Department operations.
The CommandCentral Community experience centers around CityProtect.com. This mobile friendly
webpage offers citizens a centralized set of tools to contribute to public safety. The tools and forms
within CityProtect.com create a dialogue with your community and promote the value of citizen
intelligence. Sharing and receiving important information is streamlined to make engagement easier.
Key Features & Functionality
• Agency Page
• Crime Map
• Camera Registration
• Digital Evidence Collection
• Public Submissions (Non-Emergency Online Reporting and Anonymous Tipping)
PremierOne CAD Integration
Data publisher software will be installed on the PremierOne CAD which uses an ODBC driver to query
the data source and then publish that data to CommandCentral Community.
Niche Records Interface
Niche Records must provide the data in a CSV, or other delimited text format. The Data publisher
software will be configured to read it using a text ODBC driver and publish the data to the crime map.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 53 of 372
The City of Carlsbad, CA
Page 28
1.11 CJIS AND COMPLIANCE
At Motorola Solutions we believe compliance is a team effort. As our customers’ partner in compliance,
we are committed to employing privacy and security protocols that enable our customers to comply with
the most stringent legal and regulatory requirements. In addition, we build on a strong foundation with
an architecture (both Azure and on premise) designed and managed to meet a broad set of
international compliance standards, as well as region-specific and industry-specific standards.
System services are designed to use FIPS certified technologies to protect data at rest and in transit.
PremierOne services utilize FIPS compliant Transport Layer Security (TLS) 1.2 protocol with AES 256-
bit message encryption to establish secure communication with PremierOne Records and Records
Mobile Clients.
Motorola Solutions employs rigorous third-party audits to verify its adherence to security controls and
standards. To demonstrate Motorola Solutions safeguarding of customer data, comprehensive third
party audits of primary Software Enterprise development and support operations have been completed
and those operations have achieved ISO/IEC 27001:2013 (information security management systems)
certification and AICPA SOC2 Type 2 reports will be available in early 2021. ISO/IEC 27017:2015
(information security controls for cloud services), ISO/IEC 27018:2019 (protection of personal
information in public clouds) and ISO/IEC 27701:2019 (privacy information management) will be
available in mid-2021. Supplemental SOC2 Type 2 reports and ISO/IEC 27001:2013 certifications for
the development and support operations at satellite locations have been completed.
Motorola Solutions understands our customers’ critical need to safeguard the lifecycle of Criminal
Justice Information. To support that need, Motorola Solutions designs its products and services to
support compliance with the FBI’s Criminal Justice Information Services (CJIS) Security Policy and we
commit to the terms of the CJIS Security Addendum. With a dedicated team
of CJIS compliance professionals, we assist our customers through administering and
coordinating CJIS compliant personnel credentialing, providing documentation assistance in connection
with CJIS audits and advising on how to configure and implement our solutions in a manner consistent
with the CJIS Security Policy.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 54 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 29
Section 2
Statement of Work Overview
2.1 STATEMENT OF WORK OVERVIEW
In accordance with the terms and conditions of the Agreement, this Statement of Work (“SOW”) defines
the principal activities and responsibilities of Motorola Solutions (“Motorola”) and the City of Carlsbad,
CA, hereinafter referred to as “Customer” for the delivery of the Motorola solution as presented in
Section 1 Solution Description. When assigning responsibilities, the phrase “Motorola” includes our
subcontractors and third-party partners.
Deviations and changes to this SOW are subject to mutual agreement between Motorola and the
Customer and will be addressed in accordance with the change provisions of the Agreement.
Unless specifically stated, all Motorola work is considered complete upon Motorola fulfilling the
Motorola Responsibility listed for each task/activity and providing the deliverable(s) listed in the
Motorola Deliverables tables.
Motorola and the Customer will work to complete their respective responsibilities in accordance with the
mutually agreed upon governing project schedule. Any changes to the governing project schedule will
be mutually agreed upon via the change provision of the Agreement.
The number and type of software or subscription licenses, products, or services provided by Motorola
or its subcontractors are specifically listed in Section 1 Solution Description.
The specific software applications that comprise the System are outlined in Section 1 Solution
Description and Section 3 Pricing Summary.
2.1.1 Award, Administration and Project Initiation
Project Initiation and Planning will begin following execution of the Agreement between Motorola and
the Customer. Unless otherwise stated, all Motorola work will be completed remotely.
2.1.2 Project Management Definitions
The following project management terms are used in this document. Since these terms may be used
differently in other settings, these definitions are provided for clarity.
• Project Schedule means the schedule providing dates and timeframes for completion of tasks
and deliverables during the course of the Project. The Project Schedule is subject to change at
the mutual agreement of Motorola and the Customer.
• Project Management Plan is composed of the Communications Management Plan, Risk
Management Plan, and Change Management Plan that provide the criteria for managing those
tasks within the project.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 55 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 30
2.1.3 Project Management Plan
The project will be implemented in accordance with a Project Management Plan that will be reviewed
and updated during the planning phase of the project. The Project Management Plan defines a
comprehensive strategy for managing the project.
Project Portal/Repository
A project portal or repository will be established in MS SharePoint into which all project documentation
and controls will be posted. The project documents and artifacts described below will be maintained
throughout the implementation phase.
Documentation is organized into the following categories:
• Project Status
- Project Calendar
- Monthly Status Report
- Project Status Meeting Minutes
- Ad-hoc Project Meeting Minutes
- Project Schedule
- Action Item Register
- Risk Management Register
• Project Controls
- Requests for Information
- Project Tasks
- Change Control Requests
- Project Submittals
- Change Request Log
- Milestone Completion Certificates
- Project Knowledge Database (Lessons Learned)
• Project Communications
- Communication Plan
- Project Team Rosters
• Project Delivery
- Contract
- Technical Design and Implementation
- Business Process and Application
- User Management and Training
2.1.4 Project Status
Project Calendar - The Motorola Project Manager will maintain the project calendar that reflects all
meetings and briefings.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 56 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 31
Status Meetings - The Motorola Project Manager will conduct status meetings with the Customer
Project Manager(s). The project schedule will be reviewed and baselined during Project Planning.
Thereafter, the Scheduler will collect the status of all activities, including milestones due, review
upcoming milestones, and update the schedule and critical path in preparation for weekly schedule
reviews with Motorola and the Customer. If the critical path in the schedule experiences a 10%
variance, or changes to critical milestones, it will necessitate a discussion and approval of a Re-
baselined schedule. The Scheduler will also make changes to the schedule that result from executed
change orders. The current schedule will be stored in the project repository and will be sent to
Customer to publish in Smartsheet.
Action Item Register – The Action Item Register is utilized to log activity within the project that
requires action from a project resource. The Register will provide updated details about the status of
the requested action.
• Risk Identification
- During the planning phase, an initial evaluation of risks will occur by the project team, led by
the Motorola PM. When a risk is identified, the Motorola PM will review project
documentation and conduct brainstorming sessions with the project team. A project team
member can identify new risks at any point during the project.
• Risk Response Planning
- The Risk Register will be used to prioritize risks. The risks will be rated using the
probability/likelihood and estimated impact. The risk trigger and owner will be identified for
further monitoring of the risk.
• Risk Monitoring & Control
- Each risk is recorded in the Risk Management Register. A risk control plan is established for
each risk. The focus of the control plan is to manage or minimize the effect or impact of each
risk by increasing the number of choices available and/or reducing the probability of
occurrence.
- The risk owner will be responsible for monitoring the risk through the project execution and
will report the status during every Status Meeting. Any updates to the probability/likelihood
and impact of the risks will be communicated to the PM.
• Change Requests & Lessons Learned
- Any change to the project activities to mitigate a risk or workaround for an unidentified risk
may generate change requests. These change requests will follow the procedures detailed
in the Change Orders section of this document.
- Lessons learned will be documented in the Project Knowledge Database (Lessons
Learned).
Project Controls
The following types of documents will be used to manage the various project controls. All of these
documents will be recorded in the Project Control Workbook (informally referred to as the project log). If
the parties agree a change in scope of work, schedule, or terms of this Agreement are necessary,
these changes will be executed as an amendment to the agreement. The city reserves the right to
determine whether an amendment to the Agreement is required as determined by the City Attorney’s
Office. The parties agree and understand that a Request for Information or other Motorola document
requiring the city’s signature that is not an amendment to the Agreement is merely part of Motorola’s
internal project processing controls and does not constitute a legally binding agreement.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 57 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 32
Requests for Information – A Request for Information (RFI) will be issued by Motorola to
Customer when there is a need for the formal collection of information from a party within the project.
An RFI may also be used when a specific task requires completion within a specified period of time.
The RFI memorializes the ask, identify completion criteria and formally introduce a required completion
date.
• Receipt and Processing – Unless specified within the RFI, a complete response is due to the
issuing party within five (5) business days of its delivery to the responsibility party unless the
assigned resource indicates the response requires additional time. If the RFI is requesting an
action, the completed action is expected on or before the close of business on the 5th day
unless the assigned resource indicates the action requires additional time.
• Request for Extension – If the requested information is unavailable or requires more time to
collect, the responsible party must respond to the RFI as soon as practical, requesting an
extension. The responsible party will specify the requested extension in days; if no duration is
specified, five (5) days will be granted. If the requested extension is greater than five (5) days,
the matter will be reviewed between the Motorola and Customer PMs.
• Acceptance/Archive – The requestor will log the response on the RFI in the RFI folder noting the
date of receipt, mark it complete in the Project Control Workbook, and submit the response to
the team.
Project Task Orders
Project Tasks are called Project Task Orders in the project management tool. A Project Task Order is a
controlled method of ordering work and tracking progress. Project Task Orders define specific tasks,
deliverables, and timelines that are critical to the project's delivery. It may apply to a task/activity from
the Scope of Services, or it may be a task that has come up as a result of other activities. Overall,
Project Task Orders enhance project governance and ensure that the project stays on track, delivering
the desired outcomes within the agreed-upon scope.
Timeline Process for Project Task Order Delivery
1. Request Initiation: The process begins with the initiation of the Task Order request in the project
management tool by the project manager or authorized personnel. This includes defining the
scope of work, required deliverables, and any other specific requirements.
2. Project Task Order Preparation: Once the Project Task Order is prepared, it shall be submitted
to the project for processing. Relevant stakeholders, and or project resources will engage and
complete the requested action or submit a response to the order requesting clarification or
declaring that the work will not be completed. Any required revisions are made during this stage.
3. Final Approval and Issuance: After obtaining the completed task order response the project
manager will confirm that the order’s requirements were met and the order will be closed.
Information will be shared with the appropriate resources and circulated appropriately.
Policy for Time Extension
If circumstances arise that necessitate an extension to the Project Task Order delivery timeline, the
recipient must submit a notification for an extension, explaining the reasons for the extension, and
providing an updated estimated completion date. The extension notification must be submitted as soon
as the need for an extension becomes evident, and it should be sent to the project manager or the
designated authority responsible for Project Task Order administration. The project managers, in
consultation with relevant stakeholders, will review the extension notification and assess its validity.
Both parties, working collaboratively with each other, will review the extension notification and
determine the best course of action. A new agreed-upon completion date will be documented in an
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 58 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 33
addendum to the original Task Order. Any change to a Project Task Order delivery timeframe that may
impact the project schedule and/or milestone(s) will be subject to the Change Control Process.
Delinquency Policy
In the event of delinquency, where the responsible party fails to meet the agreed-upon Project Task
Order delivery timeline without an approved extension, the following actions will be taken:
1. Escalation and Communication: The project manager will communicate with the recipient to
understand the reasons for the delay and discuss possible solutions.
2. Impact Evaluation: The project manager will assess the impact on the overall project timeline
and objectives.
3. Notification and Mitigation: The project manager will make formal notification to program
administrators with Motorola and Customer, determine a new delivery timeline, provide the
updated timeline to the scheduler, and re-log the task order with the identified extensions.
The delinquency will be added to the regular project status meeting and will be included in the project
manager's executive report to Customer. The delinquency and the actions taken will be documented for
future reference and to ensure compliance with contract terms. The project manager may also initiate
measures to mitigate the impact of the delay on the project's overall schedule and success.
Change Control Requests
The Change Control Request (CCR) is a formal process for documenting changes that are made to
critical portions of the system. Once an environment is in place and being used for configuration and/or
training it is important that we control access and downtime for that system, as extended downtime or
changes to it could impact project progress. The Change Control Process is a formal submission for
any requested change and then tracks it as it goes through the right approvals so that everyone who
should be advised of the proposed change is aware of it and buys into it. It keeps order in the project to
make sure that uptime of critical environments is maintained.
• Motorola and Customer will complete and submit a Change Control Form to the Customer
Change Control Board for all changes to critical portions of the system once the system is being
used for configuration and/or training. The Change Control Form contains the following
information:
- Description of Change
- Justification
- Implementation Plan
- Risk and Impact Analysis
- Back out Plan
- Test Plan
- Validation Plan
- Planned Start Data & Time
• The Change Control Board (CCB) meets weekly, and reviews all submitted change control
requests. If the CCB approves the change, a mutually agreed start date and time will be
determined.
• Receipt and Processing – Once the CCB approves the change request, a signed
acknowledgement of the submission is due back to the issuing party within three (3) business
days of delivery. Depending on the span of changes, a CCR may require multiple signatures
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 59 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 34
from within the same organization. In this case, twenty-four (24) hours will be allocated for each
individual to review and sign the CCR.
• Request for Extension – Due to the urgency of the type of work associated with the CCR
process, an abbreviated revision cycle shall be observed. If the submitted document requires a
revision, the details of the revision should be submitted to the issuer within two (2) business
days of its delivery. The issuer then has two (2) business days to respond to the revision
request. If the revision requires more than two (2) business days to complete, the issuer shall
respond to the revision request specifying the amount of time requested. This response is due
within the aforementioned two (2) business days.
• Acceptance/Archive – When responses are completed, the Motorola PM will disseminate the
CCR to all parties, log the completed CCR in the project artifacts folder, and mark it complete in
the Project Control Workbook.
Project Submittals
A Project Submittal (SUB) is an official document submission to the project artifacts. It includes
technical diagrams, design documents, specification documents (including business process
information and provisioning data), training material, product information, software release notes, or
other documents that require permanent recording in the project archives. The submittal process
serves as a method of review and acceptance of those documents. The recipient of a SUB circulates it
for proper approval and returns it with a signature in cases where one is required.
• Receipt and Processing – Unless specified within the SUB, a signed acknowledgement of the
submission is due back to the issuing party within three (3) business days of delivery.
• Request for Extension – A revision to the SUB should be submitted to the issuer prior to the
expiration of business on the third (3) business days after delivery. The issuer has three (3)
business days to respond to the revision request. If the revision requires more than three (3)
business days to complete, the issuer shall respond to the revision request specifying the
requested amount of time. This response is due within three (3) business days. If the requested
extension is greater than seven (7) days, the matter will be formally reviewed between the
Motorola and Customer PMs.
• Acceptance/Archive – Upon acknowledgement, the requestor shall log the completed SUB in
the project SUB folder, mark it complete in the Project Control Workbook, indicate the date of
approval, and post the SUB and acknowledgement to the project artifacts log.
Change Order Process and Amendments
Motorola uses the term “Change Order” for changes that, per City processes and procedures, require
an amendment to the Agreement. For clarity, where the term “Change Order” appears throughout this
document, the parties agree and understand that an amendment is required to be legally binding.
Again, agreed upon changes to scope of work, schedule, or terms require an Amendment.
The change order process defines the procedures by which the project scope may be changed. It
includes the paperwork, tracking systems, and approvals necessary for authorizing changes.
The intent of the change order process is to ensure concurrence between the Customer and Motorola
on any changes to the contracted scope, schedule, and/or price defined in the Agreement.
Amendments to the agreement may originate for several reasons including but not necessarily limited
to:
• Change to the price
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 60 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 35
• Addition/deletion to scope of work defined in this document
• System design change
• Requirement changes
• Functional change
• Milestone/deliverable change
• Milestone Payment change
• Procedural change spelled out in the Agreement
• Supplier change of equipment
• Alternate equipment or solution(s)
The Change Order process may be initiated as a Request for Information (RFI) to identify the potential
change in project scope and request information about the impact of the change. For clarity, RFIs
cannot alter the scope and terms of the agreement. The Motorola Program Manager reviews the
potential change with the Customer project manager to determine the proper course of action
necessary to respond to the requested change. This review may involve resources from Contracts,
Engineering, and/or key subcontractors (if applicable) to properly evaluate and respond to the merits of
the change. An evaluation usually determines whether a proposed change is feasible, meets the intent
of the change, is appropriately priced, if applicable, and tests for acceptance of the change by both
parties involved. If the City and Motorola determine the potential change identified in the RFI changes
the agreement scope, schedule, or price in the agreement, the change will be executed with a contract
amendment.
• Receipt and Processing – When the RFI is issued by the City, Motorola shall submit to City a
written response, which shall include any adjustments to the contractual baselines within a
reasonable number of days, unless otherwise agreed by the Parties. When issued by Motorola,
and unless specified within the RFI, an email acknowledgement is due back to the issuing party
within a reasonable number of business days of delivery.
• Request for Extension – Due to the urgency of the type of work associated with the change
order process, an abbreviated revision cycle shall be observed. If the submitted document
requires a revision, the details of the revision should be submitted to the issuer within a
reasonable number of business days of its delivery. The issuer then has a reasonable number
of business days to respond to the revision request. If the revision requires more than two (2)
business days to complete, the issuer shall respond to the revision request specifying the
amount of time requested. This response is due within a reasonable number of business days.
• Contract Amendment – The City Attorney’s Office will review the RFI to determine if it requires a
contract amendment. If the City Attorney’s Office determine that a contract amendment is
appropriate, the City will notify the Motorola Program Manager and will proceed with the
amendment process. If a contract amendment is required, the change to the project scope,
schedule, or terms will not be authorized and executed until the contract amendment is
executed.
• Acceptance/Archive – The contract amendment must be authorized and executed by the
Customer and Motorola before work in the amendment can begin. Upon execution, the
Scheduler updates the schedule, if applicable. The Motorola PM updates the appropriate
Project Delivery document(s), as applicable. The requestor logs the executed amendment in the
Change Order Log, marks it complete in the Project Control Workbook, indicates the date of
execution, and posts the amendment to the project artifacts log.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 61 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 36
• This section will not be construed to mean the parties will renegotiate Agreement terms aside
from changes to the scope of work and associated increases in cost for additional products or
services.
Milestone Completion Certificates (CERTs) formally document the completion of a Major Project
Deliverable (MPD) or Major Billing Event (MBE) (which triggers an invoice).
• The Motorola PM will deliver CERTs to the Customer PM for approval. The CERT will identify
the specific milestone and identify whether or not it is a progress or payment milestone.
• Receipt and Processing – Unless specified within the CERT, acknowledgement of receipt is due
within five (5) business days of its delivery to the Customer signatory. Notwithstanding the
aforementioned, acknowledgement does not constitute acceptance under any circumstances.
• Request for Extension – If an extension is required before acknowledgement can be made, the
Customer signatory must respond within three (3) business days, requesting a formal extension
and the additional days required. If no duration is specified, three (3) days will be granted. If the
requested extension is greater than five (5) days, the matter will be formally reviewed between
the Motorola and Customer PMs.
• Acceptance/Archive – Upon the City’s written acceptance, the Motorola PM will log the
acknowledged CERT in the project repository and mark the acceptance as complete in the
Project Control Workbook.
Project Knowledge Database will be the repository for ad-hoc artifacts related to change requests,
business process engineering, training, etc.
Project Delivery
The Project Delivery repository space (SharePoint Team site) contains the documents/deliverables
developed and updated during implementation activities. Documents in this space include but are not
necessarily limited to business process reviews and workbooks, business process re-engineering
documents, provisioning worksheets, hardware inventory and installation, testing/validation exercises,
training classes and schedules, interface deployment, software version management and release
notes, third party partner scope, cutover planning, as-built documentation, and documents related to
the transition to the support phase.
A Project Submittal (SUB) (as described above) will be completed to describe all document deliverables
created/developed during the implementation. Iterative changes to such documents, such as updated
provisioning data, will also be documented with a SUB.
Communication Plan
The Communication Plan will be created after project kickoff. The Communication Plan will consist of
two sections: the internal Project Communication Plan and the Stakeholder Communication Plan.
The adoption and adherence to the Communication Plan will:
1. Generate Awareness and alignment across all stakeholder Departments, and among project
stakeholders, project delivery teams, and executive leadership.
2. Create understanding of acceptable methodologies for the delivery and acceptance of time-
sensitive documents that trigger important activity which directly ties to the project's Critical
Path.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 62 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 37
3. Trigger action between and among project resources, stakeholders, and sponsors.
4. Hold all parties accountable to agreed upon timelines and processes for documentation of
critical project activities.
5. Ensure adherence to agreed upon delivery timeline and the timely and efficient delivery of tasks
within the project’s scope.
The Internal Communication Plan describes and includes the following types of communications:
• Project team meetings – Informal meetings amongst project team member to discuss general
status and raise potential concerns.
- Meeting notes, minutes, action item lists will be documented and managed by Motorola in
coordination with the Customer Project Team.
• Request for Information (RFI) - Issued when there is a need for the formal collection of
information from a party within the project.
• Project Task Order - Serves as a formal request between the parties to perform defined tasks or
services, outlining the scope of work, responsibilities, and performance expectations.
• Project Submittal (SUB) - An official document submission to the project artifacts. It may include
technical diagrams, specification documents, training material, product information, software
release notes, or other documents that require permanent recording in the project’s archive.
• Note to File (NTF) - Serves as a mechanism of documentation for any agreement that does not
change scope, budget, or schedule, but requires logging between or among project
stakeholders.
• Change Control Request (CCR) - Utilized to manage requests to conduct alterations to any
system that is being utilized in a production capacity and or any system that is deemed critical to
the operation and advancement of project delivery activities.
• Milestone Acceptance Certificate (CERT) - executed when a Major Project Deliverable (MPD) or
Major Billing Event (MBE) has been completed.
• Invoice Event - Triggered by the completion of specific events that have been agreed upon
between Customer and Motorola and documented within the “Payment Milestones” of the
executed contract.
Each type of communication includes the purpose, delivery method, signature requirements, approval
lifecycles, request for revisions or time extension, delinquency criteria, and approval process.
A corresponding Communication Schedule Matrix describes the Communication, Method, Frequency,
Goal, Owner, and Audience for each type of communications.
The Stakeholder Communication Plan will be developed by the Customer Project Team in consultation
with Customer stakeholders and Motorola. The Stakeholder Communication Plan will be the governing
document regarding the proper process of communicating with the various stakeholders,
subcontractors, the media, and other key project participants. The Stakeholder Communication Plan
will incorporate Organizational Change Management communication.
Motorola and Customer shall use Microsoft teams, channels, and SharePoint for teleconference, instant
messaging, and project file management. The Stakeholder Communication Plan is an external facing
plan to ensure that stakeholders are well informed, and to support stakeholder buy-in for the project. It
will also use various communications channels, including but not limited to: e-mail, workshops,
development, and publication of documents and notifications at stakeholder facilities, multi-media
presentations, etc.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 63 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 38
Motorola Deliverables
• Communication Plan
Quality Management
Motorola Quality Management covers the general policies that govern our approach to quality. These
policies are used to satisfy our customers, manage our processes, and meet our business objectives.
Our project quality framework supports a set of guidelines and checkpoints designed to demonstrate
that the solutions we design, integrate, implement and support, will meet your requirements and
expectations. Each project quality plan is created using a collaborative approach to manage the unique
needs of your project. Motorola instills quality into the project to lower the risk and lower the total costs
over the life of the system.
Our “culture of quality,” involves the standardization of business practices, investment in quality tools,
and the delivery of quality training to our management, field personnel, and customers.
Quality Audits
Motorola will perform Quality audits on a regular basis throughout the implementation phase and will be
used to verify that the project team is following prescribed processes and procedures. The audits take
into consideration the status and importance of the processes and areas to be audited, as well as the
results of any previous audits.
Quality Audit Purpose Planned Frequency
Documentation Reviews Review of project documents and
communications to ensure documentation
standards are being followed.
Weekly
Quality Audits Project deliverables subject to quality audits
and reviews:
Schedule
Communications Management Plan
Weekly
2.1.5 General Customer Responsibilities
In addition to the Customer Responsibilities stated elsewhere in this SOW, the Customer is responsible
for:
1. All Customer-Provided equipment including hardware and third party software necessary for
access or delivery of the service not specifically listed as a Motorola deliverable. This will
include end user workstations, Internet Service Provider (ISP), network equipment,
telephone/CPE or TDD equipment and the like.
2. Configuration, maintenance, testing and supporting the third party systems that the Customer
operates and which will be interfaced to as part of this project. The Customer is responsible for
providing Application Programming Interface (API) documentation to those systems that
document the integration process for the level of interface integration defined by Motorola.
3. Active participation of Customer Subject Matter Experts (SME’s) in project delivery meetings
and working sessions during the course of the project. Customer SME’s will possess requisite
knowledge of Customer operations and legacy system(s) and possess skills and availabilities to
operate and manage the System.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 64 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 39
4. The provisioning of Customer Code Tables and GIS data as requested by Motorola. This
information must be provided in a timely manner in accordance with the Project Schedule.
5. Electronic versions of any documentation associated with the business processes identified
6. Provide a facility with the required computer and audio-visual equipment for training and work
sessions as defined in the Training Plan.
7. Ability to participate in remote project meeting sessions using MS Teams.
2.2 PROJECT ROLES AND RESPONSIBILITIES
2.2.1 Motorola Project Roles and Responsibilities Overview
A Motorola team made up of specialized personnel will be appointed to the project under the direction
of the Motorola Project Manager. Team members will be multi-disciplinary and may specialize in
different products. Team members will be engaged in different phases of the project as necessary.
The personnel role description noted below provides an overview of typical project team members.
There may be other personnel engaged in the project under the direction of the Project Manager.
Motorola Project Manager
Motorola’s project management approach has been developed and refined based on lessons learned in
the execution of hundreds of system implementations. Using experienced and dedicated people,
Project Management Institute standardized processes, and integrated software tools for effective
project execution and control, we have developed and refined practices that provide design, production,
and testing that is optimized to deliver a high quality, feature-rich system.
A Motorola Project Manager will be assigned as the principal business representative and point of
contact for the organization. Due to Motorola’s varied product offerings and divisions, the Motorola
project manager will be the sole communications and activities gatekeeper for all Motorola project
related activities for the City of Carlsbad, unless mutually agreed upon. This is to ensure that the
Motorola implementation is treated as a single, unified project implementation and not a disjointed
implementation of varied product implementations, with varied methodology, and differing training
approaches.
Responsibilities of the Project Manager include:
1. Managing the Motorola responsibilities related to the delivery of the project including DOJ
approval activities.
2. Project scheduling and management of the assigned Motorola personnel and applicable
subcontractors/supplier resources.
3. Management of the Change Order process per the Agreement.
4. Maintain project communications with the Customer or the customer’s agents.
5. Identification and management of project risks.
6. Collaborative coordination of Customer resources in an effort to minimize and avoid project
delays.
7. Measuring, evaluating, and reporting progress against the Project Schedule.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 65 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 40
8. Conducting remote status meetings in a cadence agreed by the project team with the Project
Managers to discuss project status.
9. Participate in weekly calls regarding current activities.
10. Preparing and submitting a status report that identifies the activities of the previous month, as
well as activities planned for the current month, including an updated project schedule and
action item log.
11. Providing timely responses to issues related to project progress raised by the Customer.
12. Being the primary point of contact and communication channel for all Motorola functionality and
internal company divisions to help facilitate a single Motorola client experience during the
project.
Motorola Application Specialist
The Motorola Application Specialist will work with the Customer to enable the project team to support
and guide the Customer with the provisioning of the System Capabilities.
Responsibilities of the Motorola Application Specialist will include:
1. Provide consultation services to the Customer regarding the provisioning and operation of the
System.
2. Provide provisioning training to the Customer to provide the knowledge to setup and maintain
the system.
3. Complete base provisioning and module configuration.
4. Complete the provisioning ownership handoff to the Customer.
5. Complete the project defined milestones and tasks as defined in this SOW.
6. Provide guidance on the Customer’s operational Change Management needs relative to the use
of the System.
7. Provide training as defined by this SOW and described in the Training Plan.
8. Provide onsite assistance during the Go Live event.
Motorola GIS Analyst
The Motorola GIS Analyst specializes in geographical information technology. Responsibilities of the
Motorola GIS Analyst include:
1. Performing the GIS Analysis on the Customer supplied GIS source data.
2. Providing the Customer the results of the GIS Analysis based on the requirements of the
Motorola GIS Build Requirements document.
3. Consultation services regarding the conversion of Customer GIS source data for Motorola use.
4. Provide GIS Training as defined in this SOW and in the Training Plan.
5. Import of the Customer provided GIS data into the System.
6. Geocoding Data, Centerlines to support Routing and Response Area Polygons (for CAD)
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 66 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 41
Motorola Solution Architect
The Solutions Architect is responsible for the delivery of the technical elements of the System. They
confirm the delivered technical elements meet contracted requirements. They are engaged throughout
the duration of the delivery.
Motorola Cloud Activation Team
The Cloud Activation team will establish a temporary cloud tenant for the initial provisioning of the
Customer’s environment and work with the Customer to grant Customer access. Once the On-Premise
hardware is installed and Motorola’s remote access is granted, the provisioning work will be transferred
from the cloud tenant to the On-Premise environment.
Motorola Customer Success Advocate
A Customer Success Advocate (CSA) will be assigned to the Customer following the Go Live event.
Their role is to assist the Customer with maximizing the use of their Motorola software and service
investment by being the Customer’s trusted advisor in actively managing, escalating, and logging
issues with Support, Product Management, and Sales while providing ongoing Customer
communication about progress, timelines, and next steps.
Motorola Customer Support Services Team
Motorola’s Customer Support team will provide ongoing support, Customer Support Plan (CSP)
following Customer Final System Acceptance.
2.2.2 Customer Roles and Responsibilities
The success of the project is dependent on early assignment of key Customer resources. It is critical
that these resources are empowered to make provisioning decisions based on the Customer’s
operational and administration needs. The Customer project team should be engaged in the project
from initiation until beneficial use of the system. The continued involvement in the project and use of the
system will convey the required knowledge to maintain the system post completion of the project. Note
that in some cases, one person may fill more than one role. The project team must be committed to
participate in activities for a successful implementation. Team member roles are generally described
below:
Customer Project Manager
The Customer Project Manager will act as the primary Customer point of contact for the duration of the
project. The Project Manager will be responsible for managing the Customer project team including the
timely facilitation of their efforts, tasks, and activities. This includes the management of any Customer
vendors that are subcontractors.
Responsibilities of the Customer Project Manager include:
1. Maintaining project communications with the Motorola Project Manager.
2. Identifying the efforts required of Customer staff to meet the task requirements and milestones
in this Statement of Work and Project Schedule, including DOJ approval activities.
3. Consolidating all project-related questions and queries from Customer staff to present to the
Motorola Project Manager.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 67 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 42
4. Reviewing the Project Schedule with the Motorola Project Manager and assisting in finalizing
the detailed tasks, task dates, and responsibilities.
5. Measuring and evaluating progress against the Project Schedule.
6. Monitoring the project to ensure that resources are available as scheduled.
7. Attending status meetings.
8. Providing timely responses to issues related to project progress
9. Liaising and coordinating with other agencies, Customer vendors, contractors, and common
carriers.
10. Reviewing and administering change control procedures, hardware and software certification,
and all related project tasks required to maintain the Project Schedule.
11. Ensuring Customer vendors’ adherence to overall Project Schedule and plan.
12. Assigning one or more personnel who will work with Motorola staff as needed for the duration of
the project, including at least one application administrator for CAD, Mobile, as applicable, and
one or more representative(s) from the IT department.
13. Identifying the resource that has the authority to formally acknowledge and approve change
orders, approval letter(s), and milestone recognition certificates and to approve and release
payments in a timely manner.
14. Providing supervised building access to Motorola personnel to all facilities, if necessary, where
any on premises components of the system will be installed during the project.
15. As applicable to this project assuming responsibility for all fees for licenses and inspections and
for any delays associated with inspections due to required permits.
16. Providing reasonable care to prevent equipment exposure to contaminants that cause damage
to the equipment or interruption of service.
17. Ensuring a safe work environment for all project personnel.
Customer Transformation Lead
The Customer Transformation Lead, who may or may not be your Project Manager, must be able to
holistically represent your organization and be able to work cross functionally between Motorola, your
organization and all stakeholders involved in the delivery of your new system. The transformation lead
must be empowered to acknowledge the resource and time commitments required of your organization
and authorize Motorola to proceed with scheduling the Project Kickoff event.
Customer System Administrator
The Customer System Administrator is responsible for managing the technical efforts, tasks and
activities of their system as defined in the Customer Support Plan (CSP) in Section 10.
Customer IT Personnel
IT personnel provide required information related to Azure Active Directory, LAN, WAN, ISP, wireless
networks, server, and client infrastructure and must also be familiar with connectivity to internal,
external and third party systems to which the PremierOne system will interface.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 68 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 43
Customer Application Administrator
The Customer Application Administrator is responsible for the management of the Customer owned
application provisioning maintenance. The Application Administrator will be involved early in the project
starting at the Business Process Review (BPR), attend the Provisioning Workshop and Train the
Trainer Training and remain engaged throughout the project to ensure that they are able to maintain the
system provisioning post Customer Provisioning handoff. Responsibilities of the Customer Application
Administrator include:
1. Participate in overall delivery and training activities to gain an understanding of the software,
interfaces, and functionality of the system.
2. Participate with the SMEs during the BPR, provisioning process, and training.
3. Have the authority to make global provisioning choices and decisions and will be the point(s) of
contact for reporting and verifying problems and maintaining provisioning.
4. Obtain inputs from other City stakeholders related to business processes and provisioning.
Customer GIS Analyst
The Customer GIS Analyst is responsible for the development and maintenance of all of the GIS data
used in the PremierOne system. The Customer GIS Analyst must have working experience with Esri
software including ArcCatalog, ArcMap, and ArcPro, including knowledge of model builder, toolbox
tools, and general database structure. Also, it is very important to have a working relationship with the
named Application Administrator(s). The GIS Administrator will be heavily involved in the data
preparation for the System as well as data maintenance throughout the term of the Agreement. This will
include but is not limited to the following standard responsibilities:
1. Providing GIS data in the correct schema
2. Developing, maintaining and updating GIS data
3. Support of the GIS elements used in the PremierOne Services (Server and clients)
Subject Matter Experts
The Subject Matter Experts (SME) (Super Users) are the core group of users that will be involved with
the business process reviews and analysis, the provisioning process, including making global
provisioning choices and decisions, and training. These members should be experienced users in the
working area(s) they represent, i.e. dispatch, patrol, etc. and should be empowered to make decisions
related to provisioning elements, workflows, screen layouts, etc.
Customer Training Representative
Training representatives will be the point of contact for the Motorola Application Specialist when policy
and procedural questions arise, act as course facilitators, and are the Customers’ educational monitors.
Additional Resources
Additional resources, such as trainers and database administrators may also be required.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 69 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 44
Customer Agency Stakeholders
User agency stakeholders, if the system is deployed in a multi-agency environment, are those
resources representing agencies outside of the Customer Agency. These resources will provide
provisioning inputs to the SMEs if operations for these agencies differ from that of the Customer
agency.
2.3 PROJECT INITIATION AND PLANNING
A clear understanding of the needs and expectations of both Motorola and the Customer are critical to
the success of the project. Project Planning requires the gathering of project specific information that is
critical to setting clear project expectations and guidelines, creating the Project Management Plan,
Project schedule, and setting the foundation for a successful implementation.
2.3.1 Project Planning Session - Teleconference/Web Meeting
A Project Planning Session will be scheduled after the Agreement has been executed between the
assigned Motorola and Customer Project Managers.
The Business Process Review Agency Pre-Kick Off Survey is a survey that is sent to the Customer to
collect Agency specific information such as dispatch logistics, communication center information,
operational process, and workflow. The information in the survey is used to prepare for the Business
Process Review.
The Aware Technical Discovery Requirements document contains information required to establish
network connectivity and to perform integration and establish connectors with additional and third party
systems.
The GIS Discovery Survey is used to assist Motorola Solutions in gathering information to better
understand the Customer’s current capabilities and needs relating to the GIS.
The agenda will include:
• Review the Agreement documents
• Review the applications, query(ies) and interface(s) described in the System Description
document and the individual Interface Functional Descriptions (IFDs). Review project delivery
requirements as described in this Statement of Work (SOW).
• Discuss Customer involvement in provisioning and data gathering to confirm understanding of
the scope and time commitments required
• Review the PremierOne Agency Build Guide. The PremierOne Agency Build Guide provides a
structural overview of the Customer’s System. This includes the definition of Agency Type
Code, Name, ID, and default areas.
• Review the initial project schedule and incorporate Customer feedback resulting in the
governing Project Schedule. The Project Schedule will include all project related tasks for both
customer and Motorola will be maintained by Motorola and updated through mutual
collaboration. Schedule updates that impact milestones will be addressed via the Change Order
provision of the Agreement.
• Finalize the Project Management Plan.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 70 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 45
• Confirm requirements for CJIS background investigations and/or contractors, fingerprint
requirements for Motorola employees and/or contractors. Motorola will conform to the City’s
backgrounding process (HireRight).
• Review Virtual Desktop (VD) and Learning eXperience Portal (LXP) role in the delivery and
discuss required Customer provided information to access them
• Review Customer obligation to manage change among the stakeholder and user communities
• Provide the Business Process Review Agency Pre-Kick Off and GIS Discovery Survey
• Review project completion criteria and the process for transitioning to support
Completing the Business Process Review Agency Pre-Kick Off Survey and the GIS Discovery
Survey are critical Project Tasks. Delayed, incomplete, or inaccurate information may have a
significant impact on the Project Schedule.
Motorola Responsibilities
1. Schedule the remote Project Planning Session
2. Provide the initial Project Schedule and Project Management Plan
3. Provide the Business Process Review Agency Pre-Kick Off Survey and the GIS Discovery
Survey
4. Provide the Agency Build Guide
5. Provide the Aware Technical Discovery Requirements document
6. Finalize the Project Management Plan
7. Baseline the Project Schedule
8. Provide and manage Issue/Resolution Checklist
Customer Responsibilities
1. Identify and engage project team members responsible for carrying out the system
implementation.
2. Provide input to the Project Schedule dates
3. Provide information necessary to perform background checks for Motorola employees and/or
contractors.
4. Review and complete the Business Process Review Agency Pre-Kick Off and the GIS
Discovery Survey within ten (10) business days of the Project Planning Session so as not to
impact the Project Schedule.
5. Provide required information to complete the PremierOne File Build tables file. Required
information is to be provided prior to GIS Check Point #1 Addressing Validation, Routing, and
Boundaries.
6. Complete the information on the Aware Technical Discovery Requirements document prior to
the Project Kickoff Session.
7. Review and provide feedback on the Project Management Plan
Motorola Deliverables - Project Planning Session
Project Schedule Baseline
Project Management Plan
Business Process Review Agency Pre-Kick Off Survey
GIS Discovery Survey
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 71 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 46
Motorola Deliverables - Project Planning Session
PremierOne Agency Build Guide
Aware Technical Discovery Requirements document
Completion Criteria - Project Planning Session
The Project Planning Session is considered complete upon conclusion of the meeting.
Payment Milestone 1 - Project Plan
The City’s approval of the Project Schedule and Project Management Plan
2.3.2 Project Kickoff Session - Teleconference/Web Meeting
The objective of the Project Kickoff meeting is to provide a high-level overview of the service and
delivery process to the Customer’s team. During the Project Kickoff meeting the Motorola Project
Manager will provide an overview of the following:
• A high level review of the Project Deliverables
• Roles and responsibilities for the project team members
• A high level review of the baseline Project Schedule including project milestones and
checkpoints
• Discuss any project related questions
Motorola Responsibilities
1. Schedule the remote Kickoff Teleconference/Web Meeting
2. Prepare the Kickoff Meeting agenda.
3. Distribute any documentation that the Customer should review in advance of the Kickoff
Meeting.
4. Conduct the Kickoff Teleconference/Web Meeting.
Customer Responsibilities
1. Schedule the personnel from the Customer project team to attend. This should include key
stakeholders that have authority or responsibility over the project.
Motorola Deliverables - Project Kickoff Session
Project Kickoff Session Agenda
Completion Criteria - Project Kickoff Session
The Project Kickoff Session is considered complete upon conclusion of the meeting.
2.3.3 GIS Planning Session - Teleconference/Web Meeting
A GIS planning session will be scheduled to review the GIS Build Requirements Document and
complete an overview of the GIS components of the project. The agenda will include:
• Review the Motorola GIS Build Requirements Document
• Discuss Customer GIS skill-set and responsibilities
• Review the requirements of the Customer GIS sample data that is required
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 72 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 47
• Discuss any GIS related project questions
Providing the GIS Customer Data is a critical Project Task. Delayed, incomplete, or inaccurate
information may have a significant impact on the Project Schedule.
Motorola Responsibilities
1. Schedule the remote GIS Planning Session
Customer Responsibilities
1. Review the GIS Build Requirements document prior to the meeting.
2. Provide the GIS sample to Motorola within ten (10) business days of the GIS Planning Meeting
so as not to impact the Project Schedule
Motorola Deliverables - GIS Planning Session
GIS Build Requirements Document
Completion Criteria - GIS Planning Session
The GIS Planning Session is considered complete upon conclusion of the meeting.
Milestone – GIS Planning Session
Customer delivery of sample GIS data within 10 days of GIS Planning Session.
2.3.4 Interface Planning Sessions - Teleconference/Web Meetings
Interface Planning Sessions will be scheduled to discuss the user experience presented by each
contracted interface as defined in the PremierOne the Interface Functional Descriptions (IFDs) in
Section 8. The agendas will include:
• Conduct a review of the functionality delivered with each interface
• Discuss interface deployment requirements (NDA, network information, API and access
credentials required to connect to third party systems)
• Review Interface Project Schedule tasks and milestones
The interface deployment requirements (NDA, network information, API and access credentials
required to connect to third party systems) are needed to begin deployment of the interfaces.
Delayed, incomplete, or inaccurate information may have a significant impact on the Project
Schedule.
Motorola is not responsible for third party vendor management, scheduling or additional third
party cost for software, customization, development, or testing unless the work is defined in
this SoW or amended to the Agreement via a Change Order.
Motorola Responsibilities
1. Identify additional information such as third party API, SDKs, data schema and any internal and
3rd party documents necessary to establish interfaces.
2. Conduct reviews of the interfaces to explain how each functions as well as any dependency on
third party API, SDKs, data schema and any internal and third party documents necessary to
establish interfaces with local and remote systems.
3. Provide Motorola Non-Disclosure Agreements (NDA) as required.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 73 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 48
Customer Responsibilities
1. Provide the required interface deployment requirements (NDA, network information, API and
access credentials required to connect to third party systems) within ten (10) business days of
each Interface Planning Meeting so as not to impact the Project Schedule.
Motorola Deliverable - Interface Planning Session
Updated IFDs, if/as applicable.
Completion Criteria - Interface Planning Session
The Interface Planning Session is considered complete upon conclusion of the meeting.
Milestone - Interface Planning Session
Mutually accepted IFDs
Customer delivery of interface deployment requirements within 10 days of Interface Planning session or as
mutually agreed.
2.3.5 Connectivity Planning Session - Teleconference/Web Meeting
A Connectivity Planning Session will be scheduled to discuss the connectivity required for the on
premise and cloud based products and interfaces being implemented. The agenda will include:
• Review Microsoft Entra ID requirements
• Review of connections of end user workstations to the Cloud services and the on premise
solution.
• System connectivity to on premise and cloud-based products and interfaces being implemented.
• Plan for State/NCIC query connectivity (as applicable).
Network and connectivity to the Cloud environment is a Customer responsibility and is crucial
to the operation and use of the Cloud services. Delayed, unavailable, or inadequate network
connectivity may have a significant impact on system operation and the Project Schedule.
Motorola Responsibilities
1. Review the workstation connection process.
2. Provide the connectivity process for the included interfaces.
3. Review connectivity options for the CLETS/NCIC interface.
4. Provide the information required for DOJ approval.
Customer Responsibilities
1. Ensure resources knowledgeable on the Customer networks attend the review.
2. Provide the details related to the interfaced systems for the services.
3. Provide the requirements for connecting to the State/NCIC interface.
4. Provide the network connectivity to the end user workstations, State/NCIC, and interfaced
systems.
5. Complete the base PremierOne Cloud Services connectivity requirements within ten (10)
business days of the Connectivity Planning Session so as not to affect the Project Schedule.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 74 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 49
Motorola Deliverable - Connectivity Planning Session
Motorola’s inputs to Customer’s DOJ approval process
Completion Criteria - Connectivity Planning Session
The Connectivity Planning Session is considered complete upon conclusion of the meeting.
Milestone - Connectivity Planning Session
Complete the base connectivity requirements within ten (10) days of the planning session.
2.4 PREMIERONE SERVICES PROJECT EXECUTION
The execution of PremierOne is done through a series of milestones that are designed to enable the
success of the project. Motorola will work closely with the Customer to complete provisioning, validate
operational readiness, and complete user training in preparation for operational use.
This service utilizes the PremierOne deployment model which enables the core capabilities of the
service for the Customer’s operations. PremierOne contains features, functionalities and modules that
are capable of being enabled but may not be in the scope of this project. The features, functionalities,
and modules that are within the scope of this project are described in Section 1 Solution Description
and in the Motorola RFP responses for functional requirements.
Understanding time is of the essence with respect to System delivery, both the Customer and Motorola
will strive to perform in accordance with the Project Schedule and take steps necessary to mitigate
potential delay. Motorola’s implementation delivery services are based on the following durations,
dependent upon the product mix of the System:
• Actual project duration will be established as part of the Project Schedule development
activities.
• Customer sign-off is required for the Project Completion Milestone.
2.4.1 PremierOne Hardware and Environment
General Hardware and Environment Requirements
Motorola and the Customer will provide hardware and/or an environment that conforms to the following
general requirements:
Motorola Responsibilities:
Motorola is responsible for the providing, installing and maintaining the operation of the PremierOne
and CommandCentral Equipment listed in Table 7-1 in Section 7 Hardware, Network, and
Environmental Specifications.
1. Provide, install, and configure equipment in accordance with Section 7 Hardware, Network, and
Environmental Specifications.
2. Install and configure server application software.
3. Provide, install, and maintain antiviral/malware software.
4. Conduct a “power on” test to validate that the installed hardware and software are ready for
configuration.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 75 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 50
5. Load preliminary provisioning data on primary system hardware.
6. Install and enable CloudConnect Virtual Machine and contracted cloud-based software.
7. Install, configure, and test CAD VPN-centric access with direct connectivity to the Carlsbad
PremierOne CAD environment.
8. Verify contracted software is available and accessible on the installed system.
9. Establish connectivity to CommandCentral CAD Disaster Recovery (DR)
10. Synchronize the primary CAD system and the DR systems.
11. Verify failover to the CommandCentral CAD DR and restoration (failback) to the primary CAD
system.
Customer Responsibilities
1. Supply hardware, operating system software, third party components necessary to operate
client devices such as desktops, printers, and mobile devices.
2. Provide advanced authentication for Mobile/Handheld device connectivity if required.
3. Provide a network diagram depicting all the devices, device types, and interfaces that the
service will connect to and through, including, but not limited to all blocked ports, hubs,
switches, routers, firewalls, and any other network equipment.
4. Confirm the server room complies with the requirements stated in Section 7 Hardware, Network,
and Environmental Specifications.
5. Enable outgoing network connection (external firewall) to the CommandCentral cloud via an
internet connection.
6. Provide, install, maintain, and service any software as required for anti-viral, anti-malware
protection on the workstations/devices. If the software requires connectivity to a central server
for maintenance and updates, the connectivity, including ports and access, needs to be
provided.
7. Confirm access to installed software.
8. If the customer chooses during the deployment planning to host one of the MSI services virtual
machines (e.g. CommandCentral cloud connector) on customer owned infrastructure, provide
an IP address on the customer network.
9. Provide external interface connection demarcation points at locations agreed to by Motorola.
These locations shall normally be adjacent to the cloud interface appliance.
10. Provide access, administrative or otherwise, to appropriate systems, locations, information,
tools, and equipment to ensure proper connectivity, installation, operations, and maintenance of
the service.
11. Provide 24-hour access to a secured two-way Internet connection to the cloud interface
appliance and firewalls for the purposes of deployment, maintenance, and monitoring.
12. Allow a site-to-site VPN with at least 4 addressable IP's on the inside subnet capable of
establishing and maintaining an IPSec tunnel with 75Mb/s of throughput.
13. The Motorola delivery model is reliant upon our ability to perform most tasks remotely, which
requires secure, remote broadband access for remote deployment, monitoring, and support of
the interface Anchor Server appliance.
14. Provide, install, maintain, and service any software as required for anti-viral, anti-malware
protection on workstations that access the service. If the software requires connectivity to a
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 76 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 51
central server for maintenance and updates, the connectivity including ports and access needs
to be provided.
15. Have a fully implemented Mobile Device Management (MDM) software for Handheld Mobile
devices, as desired by the Customer.
16. Provide wireless connectivity for mobile clients and handheld clients to the PremierOne CAD
server and/or to a VPN. Optimal application performance on mobile workstations requires 4G
connectivity.
Motorola Deliverables - PremierOne Hardware and Environment
Installed System Equipment
Connectivity to Disaster Recovery environment
Completion Criteria - PremierOne Hardware and Environment
This task is considered complete upon demonstration that the system equipment is installed, application
software is available, and connectivity with the DR environment is established.
Payment Milestone 2 - Completion of Software Installation
The City’s acknowledgement that system equipment is installed and application software is available, including
connectivity to the Disaster Recovery environment.
2.4.2 Cybersecurity Services (Managed Detection and Response)
Motorola ActiveEyeSM Managed Detection and Response provides endpoint monitoring by
experienced, specialized cybersecurity analysts with extensive experience working with PremierOneⓇ
mission-critical networks.
The following elements are available as part of the Managed Security Service:
• ActiveEye Security Management Platform.
• Applicable service modules. These modules use Service Connectors to integrate specific
network components into the ActiveEye monitoring platform and SOC services.
• Technical Support for troubleshooting.
• Security Operations Center (SOC) monitoring and support.
• Monitoring and response for applicable ActiveEye service modules.
In order to establish initial expectations for deployment, Motorola will work with Customer to help you
understand the impact of ActiveEye Managed Detection and Response.
Motorola Responsibilities
1. Schedule a service kick-off meeting with Customer. The kick-off meeting will be conducted
remotely at the earliest mutually available opportunity.
2. Provision tools in accordance with the requirements of this Service.
3. Collaborate with Customer’s Primary Point of Contact (POC) to define the timing, confirm scope.
Customer Responsibilities
1. Attend the kick-off meeting.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 77 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 52
Note - Failure to complete the actions above will delay the accomplishment of the implementation.
ActiveEye Security Management Platform
The ActiveEye Security Platform will collect, analyze, and automate the investigation of IT and security
activity. The web-based ActiveEye portal enables Customer to view threat insights, create security
reports, and view threat advisories. In addition, Customer will be able to use the ActiveEye portal to
manage notification settings and communications with the Motorola SOC.
The ActiveEye platform collects data directly to its cloud service interface. Motorola will provide 24/7
access to the ActiveEye Security Management Platform. Motorola will notify Customer if access will be
affected, such as by scheduled maintenance. Motorola will also provide a detailed response/monitoring
plan during Active Eye deployment based on the City’s requirements.
Motorola Responsibilities
1. Provide access to the ActiveEye portal for Customer and Motorola Managed Services team.
After initial deployment, Customer will have self-service access to add/remove/update user
access as needed.
2. Provide the subscribed services.
3. Install agents on in-scope systems and devices, as required.
4. Configure all necessary PremierOne components of Customer’s infrastructure to integrate with
ActiveEye.
5. Resolve platform issues and technical errors as identified.
6. Retain security logs within ActiveEye for thirty days. Security logs will be archived for one year
by the long-term storage policy. Archived logs will be made available for audit purposes as the
result of a security incident.
Customer Responsibilities
1. Provide reasonable assistance to Motorola to perform the Service, as described in this SOW.
2. Provide the name, email, landline telephone numbers, and mobile telephone number for all
security Points-of-Contact (POC).
3. Perform all network and system integrations necessary for ActiveEye Service. This includes
providing external Internet connectivity for ActiveEye security components.
4. Securely manage user access to the ActiveEye portal, creating new user accounts when
needed and removing a user’s access when it is no longer required.
Completion Criteria - ActiveEye Security Management Platform
This task is considered complete upon demonstration that the Customer has access to the ActiveEye portal.
Endpoint Detection and Response
ActiveEye managed Endpoint Detection and Response integrates endpoint detection and response
(EDR) tools with the ActiveEye Security Management Platform to provide additional threat intelligence,
automated investigation, and orchestrated response actions to optimize protection of critical systems.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 78 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 53
EDR integration with ActiveEye accelerates investigations by making necessary information available
for analysts in a single platform, where they can quickly access details of what caused an alert, its
context, and its history.
The platform enables analysts to initiate response actions (i.e. isolate host, block list a file, allow list a
file, and remove file) on endpoints to respond to detection of verified malicious activity within
Customer’s system. Available responses are determined by Customer’s EDR tool and security policies.
Motorola Responsibilities
1. Provide ports and protocols to Customer for the EDR solution.
2. Deploy and maintain EDR agents to PremierOne host environment.
3. Configure EDR solution to enable ActiveEye connection for event/alert collection and response
actions.
Customer Responsibilities
1. Configure customer edge networking infrastructure to allow EDR agents to communicate over
the internet with the cloud.
Completion Criteria - Endpoint Detection and Response
This task is considered complete upon deployment of EDR agents in the PremierOne host environment and
configuration of the EDR solution.
2.4.3 PremierOne Business Process Review (BPR)
Motorola will lead the PremierOne Business Process Review (BPR) to understand the Customer’s
operational processes and workflows. A BPR session will be conducted for each of the contracted
System application categories: CAD, Mobile. The information collected in the BPR will provide Motorola
the framework for how the System will be provisioned and configured to best meet the Customer’s
needs and the requirements in the Functional Matrix.
Prior to the Business Process Review, Motorola will schedule a remote session to review the Customer
results of the Pre-Kickoff Business Process Survey.
The Business Process Review Customer Survey review and PremierOne Service Connectivity
are required to be completed prior to the Business Process Review.
The Customer is responsible for engaging all user agencies that will be provisioned on the service to
obtain required inputs. A single instance of the activities described as “the BPR” will be conducted for a
combined law enforcement dispatch audience unless specifically stated otherwise in this SOW. The
result will be a single provisioning profile for law enforcement and dispatch. If an additional BPR or
provisioning for additional agencies is required, it will be addressed via the Change Order provision of
the Agreement.
The BPR should be attended by senior operational decision makers, such as dispatch supervisors,
senior call takers/dispatchers, and mobile (Windows and Android/iOS) users, as applicable. Manager
level personnel can help guide the discussion of policies that have the potential to be improved or
modified. Customer personnel will include Motorola’s responses to requirements from the Functional
Requirements Matrix. The practical input based on experience in the agency’s operational environment
is often indispensable in the later configuration of the System to effectively meet the Customer’s needs.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 79 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 54
The BPR agenda will include items such as the following:
• Business Process Review Survey Responses
• Provisioning processes for the System applications (CAD/Mobile)
• Overview of the System applications
• Agency and Discipline Information (Agency Type, # of Personnel, shift types, etc.)
• User Permissions/Security
• Provisioning Overview - PremierOne Agency Build Guide (provided post contract)
• For CAD -
- Agency Data Gathering Discussion (Includes incident types, unit status codes, dispositions,
unit IDs, and personnel)
- Dispatcher/Responder Workflow - Incident creation to closure
- Notifications and Status Monitors
• Reporting Review
• Operational Process Discussion (e.g. Incidents, Units, Call Taker and Dispatcher roles and
responsibilities)
• Site Visits and Ride Alongs with specific agencies and divisions
Motorola Responsibilities
1. Provide the BPR Agenda/Workbook prior to the meeting.
2. Complete the BPR Workbook.
3. Review the documented business processes and provide configuration options.
4. Review the completed BPR Workbook.
5. Conduct a single BPR session for each product in the System (e.g. One for CAD, One for
Mobile (Windows and Android/iOS). CAD and Mobile BPR’s will be conducted within the same
on-site trip.
Customer Responsibilities
1. Review the BPR Agenda/Workbook prior to the meeting.
2. Schedule applicable resources (e.g. dispatch, police, and fire/EMS, personnel for sit alongs and
ride-alongs).
3. Provide resources knowledgeable in the Customer’s business processes to provide relevant
documentation on the workflow and operating procedures.
4. Provide required information to complete the BPR e.g.:
A. Field Modification Decisions.
B. Personnel Information Provided.
C. Workflow Configuration.
D. Document Colors.
E. Agency Logo provided - (If desired by Customer).
5. Review the completed BPR Workbook.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 80 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 55
Motorola Deliverables - PremierOne CAD Business Process Review (BPR)
BPR Agenda
BPR Workbook
Completion Criteria - PremierOne CAD Business Process Review (BPR)
The Business Process Review Session is considered complete upon conclusion of the meeting and delivery
of the approved BPR Workbook.
Milestone - PremierOne CAD Business Process Review (BPR)
Customer provides information required to complete BPR Workbook during BPR session.
2.4.4 PremierOne GIS
GIS Scope Review
The Motorola GIS Analyst meets remotely with the Customer’s GIS Administrator to discuss the
approach to developing the GIS data for use with the PremierOne System.
GIS Scope Review topics that will be discussed include:
• For CAD - Agency Response boundaries needs, routing requirements, premise hazard areas
and specifics for address validation using street centerlines, common places, address points,
alias tables, and premise hazard areas.
• The GIS Data Verification Report describes the Customers source feature classes and data
values that have been made available to Motorola. The data is reviewed and any items
identified that may impact the applicable functionality of the data within the Motorola System are
noted within the GIS Data Verification Report. The GIS Data Verification Report is delivered
post contract after review of the Customer GIS data.
The Customer GIS Data is required to be made available prior to the GIS Scope Review.
Motorola Solutions Responsibilities
1. Review GIS Draft Data Verification Report.
2. Discuss current GIS business practices.
3. Discuss frequency of GIS updates to current service and desired frequency.
Customer Responsibilities
1. Ensure availability of GIS administrator for this meeting.
2. Finalize the agency code and beat names for the geodatabase. All of the data will be required
but the streets, address points and common places can be works in progress that can be
updated as the project moves along. The agency and beat names should be final by
provisioning.
Providing the Agency Code and Beat Names for the geodatabase is a critical Project Task.
Delayed, incomplete, or inaccurate information may have a significant impact on the Project
Schedule.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 81 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 56
Motorola Deliverables – PremierOne GIS Scope Review
GIS Draft Data Verification Report
Completion Criteria - PremierOne GIS Review
Completion of PremierOne GIS Review meeting
PremierOne CAD – GIS Boundaries Meeting
If PremierOne CAD is contracted as a System component, the Motorola GIS Analyst will meet remotely
with the Customer’s GIS Administrator and CAD SMEs to discuss and confirm Response Boundaries
data that is loaded into the PremierOne CAD service. Motorola will provide an overview of the available
boundary types and their function that can be used in the PremierOne CAD service.
Topics that will be discussed include confirmation of the Customer’s Agency Code and Beat Names,
and provide an overview of the Agency Code and Beat names role in the PremierOne CAD to
determine if any modifications need to be made prior to import into the PremierOne CAD.
The Agency Code and Beat Names are required to be provided by the Customer prior to the GIS
Boundaries Meeting.
Motorola Solutions Responsibilities
1. Provide an overview of the Agency Code and Beat Names role in the PremierOne CAD.
Customer Responsibilities
1. Ensure availability of GIS administrator for this meeting.
2. Confirm Agency Code and Beat Names readiness for load into PremierOne CAD.
Import of the Agency Code and Beat Names for the geodatabase is a critical Project Task.
Delayed, incomplete, or inaccurate information may have a significant impact on the Project
Schedule.
Completion Criteria - GIS Boundaries Meeting
Completion of PremierOne GIS Boundaries Meeting
Agency Code and Beat Names imported into PremierOne CAD
GIS Check Point Meetings
The Motorola GIS Analyst and Customer’s GIS Administrator will participate in up to five (5) - two (2)
hour remote Check Point Meetings in accordance with the Project Schedule.
Meeting topics will include:
• GIS Check Point #1 Initial Data Review/Discussion
- Delivery of revised Customer GIS Data based on GIS Draft Data Verification Report is
required prior to this Check Point
• GIS Check Point #2 Readiness for GIS Load
- Delivery of revised Customer GIS Data based on GIS Draft Data Verification Report updates
is required prior to this Check Point
• GIS Check Point #3 Customer GIS Load Review
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 82 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 57
- Completion of PremierOne GIS Import Training is required prior to this Check Point
• GIS Check Point #4 General GIS Check-In
• GIS Check Point #5 GIS Go Live Readiness
Motorola Solutions Responsibilities
1. Conduct the GIS Check Point Meetings
2. Evaluate Customer GIS data as submitted
Customer Responsibilities
1. Based on the GIS Data Draft Verification Report, make required changes to meet the Motorola
defined GIS requirements
Motorola Deliverables - GIS CheckPoint Meetings
GIS Draft Data Verification Report Updates
Completion Criteria - GIS CheckPoint Meeting
Completion of PremierOne GIS Check Points Meetings
PremierOne Services and PremierOne System - GIS Draft Geodatabase
The draft geodatabase will be created and uploaded to the PremierOne server to support provisioning
efforts and draft maps will be created for use by the CAD workstations. Error reports that are produced
as a result of developing the draft geodatabase will be delivered to the Customer in updates to the GIS
Data Draft Verification Report.
The final geodatabase will be delivered during the GIS Import Tool Training, which is described in the
Training Plan.
Following completion of GIS Import Tool Training, the Customer will be responsible for
maintenance of the geodatabase.
Motorola Solutions Responsibilities
1. Create the draft geodatabase, maps, and Routing Network.
2. Create the draft geodatabase.
3. Provide updates to the GIS Data Verification Report reflecting any issues found during the
geodatabase build.
4. Provide up to three (3) draft geodatabases.
Customer Responsibilities
1. Correct any GIS errors identified in the GIS Data Verification Report from geodatabase build.
Motorola Deliverables - PremierOne GIS Draft Geodatabase
GIS Data Verification Report Updates
Up to three (3) draft geodatabases
Completion Criteria - GIS Draft Geodatabase
This task is completed upon delivery of the third draft geodatabase, maps, and Routing Network.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 83 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 58
2.4.5 Provisioning
PremierOne Provisioning
PremierOne provisioning includes the configuration of user configurable parameters (i.e. unit names,
personnel, status codes). A temporary PremierOne environment will be provisioned using Motorola
standard provisioning parameters and will incorporate Customer specific provisioning. Once the On
Prem hardware is installed and remote access established, the provisioning information will be
transferred to the production system.
Motorola will review the standard provisioning databases as documented in the Provisioning
Worksheets during the BPR that will be imported into the System by Motorola. Motorola will complete
the provisioning of the System based on the Customer’s Call flow, process, and operational processes
as applicable to the System.
Customer specific provisioning parameters will be collected from the Customer using Provisioning
Worksheets. Motorola will review the Provisioning Worksheets with the Customer to identify the
information that is required for the Customer specific provisioning data tables. The Customer will be
responsible for completing the Provisioning Worksheets in the proper format and with agency specific
information. The information collected in the Provisioning Worksheets will be imported into the System
exactly as it is provided by the Customer. PremierOne provisioning activities will be completed for each
functional application group included in the System: CAD/Mobile/CommandCentral
Aware/CommandCentral Community.
The CommandCentral CAD Disaster Recovery Solution leverages PremierOne CAD provisioning data.
Therefore, no provisioning changes will be supported while using CommandCentral CAD during a
primary CAD outage. The Customer will utilize their existing PremierOne CAD provisioning when using
CommandCentral CAD Disaster Recovery Solution.
PremierOne provisioning data collection and import is a critical Project Milestone. Delayed,
incomplete, or inaccurate information may have a significant impact on the Project Schedule.
At the completion of the provisioning the System will be configured to allow the evaluation of processes
such as Call Flow, Incident Management, Users, Permissions, etc. Motorola will schedule a remote
session with the Customer to demonstrate that the PremierOne provisioning is completed in
accordance with the BPR Workbook and the Customer Provisioning Worksheets.
The responsibility for maintaining the Customer provisioning will transfer to the Customer post
completion of the Provisioning Workshop.
Motorola Responsibilities
1. Review the standard provisioning database with the Customer prior to the start of provisioning.
2. Provide and review the Provisioning Worksheets with the Customer.
3. Conduct a conference call with the Customer to demonstrate the completeness of the Customer
Provisioning Worksheets prior to the start of provisioning.
4. For PremierOne CAD, the Motorola Application Specialist will complete the standard
provisioning as defined in Appendix A - PremierOne Attachment with the exception of NENA
incident types.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 84 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 59
5. For PremierOne Mobile (Windows and Android/iOS), the Motorola Application Specialist and the
Customer’s Mobile Administrator(s) will participate in up to four (4) two (2) hour remote
CheckPoint Meetings in accordance with the Project Schedule as follows:
A. PremierOne Mobile Check Point #1 Initial Provisioning Review/Discussion
B. PremierOne Mobile Check Point #2 Follow-up Provisioning Review/Discussion
C. PremierOne Mobile Check Point #3 Customer Provisioning Review/Handoff
D. PremierOne Mobile Client Installation Training (Windows, Android/iOS) is required to be
completed prior to this meeting.
E. PremierOne Mobile Check Point #4 Mobile Trainer the Trainer Readiness
F. Due to a large amount of Mobile provisioning being driven off of CAD provisioning, the
provisioning of Mobile will generally follow the completion of the base CAD provisioning.
6. Complete the import of the data from Provisioning Worksheets.
Customer Responsibilities
1. Provide required information to complete the Provisioning Worksheets within ten (10) business
days of the so as not to impact the Project Schedule.
Motorola Deliverables - PremierOne System Provisioning
PremierOne Customer Provisioning Worksheets
Completion Criteria - PremierOne System Provisioning
Demonstration of completed provisioning in accordance with the Provisioning Worksheets.
Milestone - PremierOne System Provisioning
Customer completion of Provisioning Worksheets within 10 days of receipt of the worksheets.
PremierOne Provisioning Workshop(s)
Post completion of the PremierOne Functional Validation, remote Provisioning Workshop(s) will be
conducted. The workshop is a remote working meeting that will include a review and hands on training
of the Customer maintained provisioning. Participants in the workshop should be part of the Customer
deployment team.
This workshop is not meant to be comprehensive application end user training. The purpose of this
workshop is to provide the training and knowledge required to maintain the Customer provisioning.
A PremierOne provisioning workshop will be completed for each functional application group included
in the System: CAD/Mobile (Windows, Android, iOS).
The responsibility of building and maintaining System provisioning will transfer to the
Customer post completion of the Provisioning Workshop. Provisioning should be kept updated
for operational use by the regular maintenance of all provisioning (Personnel, Units, Caution
Notes, Premises).
Motorola Responsibilities
1. Provide the PremierOne Provisioning Agenda and training materials.
2. Post completion of the Provisioning Workshop Motorola will schedule up to two (2) remote two
(2) hour Provisioning Check-In sessions with the Customer to verify accuracy of the Customer
provisioned data in accordance with the Project Schedule.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 85 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 60
3. Complete the PremierOne Provisioning Workshop.
4. Hand-off responsibility for maintaining provisioning data to the Customer.
Customer Responsibilities
1. Review the PremierOne Provisioning Agenda and Motorola provided training materials.
2. Assign participants that will be responsible for the maintenance of provisioning data.
3. Complete the assigned LXP courses prior to the start of the PremierOne Provisioning
Workshop(s).
4. Assume responsibility for the continued maintenance of the Customer provisioning.
Motorola Deliverables - PremierOne Provisioning Workshop
PremierOne Provisioning Agenda and Training Materials
Completion Criteria - PremierOne Provisioning Workshop
Completion PremierOne Provisioning Workshop(s)
Hand-off the responsibility for provisioning to the Customer
CommandCentral Aware, CommandCentral CAD DR, and Community Provisioning
Motorola will discuss industry best practices, current operations environment, and subsystem
integration in order to determine the optimal configuration for CommandCentral Solution.
Motorola Responsibilities
1. Using the CommandCentral Admin Console, provision users, groups, rules, and based on
Customer Active Directory data or similar.
2. Provision agency’s CommandCentral initial users and permissions.
3. Provide information on configuring CommandCentral Aware layers.
4. Provide information on provisioning Community Agency Pages, Crime Maps, etc.
5. Document provisioning approach for CommandCentral Aware and Community.
6. Provide instruction on provisioning in-car camera systems to support location and live
streaming.
7. Complete provisioning of CommandCentral Aware and Community in accordance with the
mutually approved approach.
Customer Responsibilities
1. Supply the access to Microsoft Entra ID for the purpose of Motorola conducting
CommandCentral Solution provisioning.
2. Respond to Motorola inquiries regarding users/groups/agency mapping to CommandCentral
Solution functionality.
3. Approve provisioning approach for CommandCentral Aware and Community.
Completion Criteria - CommandCentral Aware and Community Provisioning
CommandCentral provisioning is complete upon Motorola completing provisioning activities in accordance
with the mutually approved approach.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 86 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 61
CommandCentral Investigate Plus Installation and Credentialing
Motorola Solutions enables the CommandCentral Investigate service during the order process.
LexisNexis accreditation is required to be completed by the Customer prior to the implementation of
CommandCentral Investigate. Motorola will provide the CommandCentral Investigate credentialing
application for the Customer to complete. Following review of the application for accuracy, Motorola will
schedule a site inspection which is performed by a third party vendor called Trendsource. The
inspection may take up to 1 hour. The site inspection representative is required to follow a LexisNexis
questionnaire during the review. The types of questions asked during the site inspection include
general information about your business, the office environment, high-level security features in place for
your physical location and user workstations, and questions about how the data will be stored and
secured. The representative will take a few photographs, some from the outside of your facility, and
some of the general work area where data will be accessed and stored. The site inspection process is
designed to avoid any review of confidential processes or practices. The representative will not ask to
see the data center or any confidential/secured areas of the business, and they will not take
photographs of these areas. They will not ask about proprietary controls such as firewalls or IP
restrictions. The representative is not authorized to give a copy of the site inspection questionnaire to
the Customer.
Motorola Responsibilities
1. Provide the credentialing application to Customer.
2. Complete site inspection and provide site inspection questionnaire.
3. Remotely activate CommandCentral Investigate and initiate email that provides information on
setting up the service and provisioning users.
4. Use the CommandCentral Admin tool to enable Customer access to CommandCentral
Investigate. This activity is completed during the order process.
5. Connect Customer incident data ingest (PremierOne CAD).
Customer Responsibilities
1. Complete the credentialing application.
2. Participate in the site inspection and ensure a resource is available to respond to questions
during the inspection.
3. Provide access to Motorola Solutions’ team to connect incident data ingest.
4. Provide Motorola Solutions with crime type classification.
5. Set up users within CC Admin and set up user permissions groups.
Completion Criteria – CommandCentral Investigate Plus
CommandCentral Investigate subscription enabled and access verified.
2.4.6 CAD Client Installation
PremierOne CAD Client and Mobile Devices (Windows)
Client software will be installed on workstations/mobile devices to facilitate provisioning activities and
provide instruction to Customer personnel who will complete software installation on the remaining
workstations/mobile devices.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 87 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 62
Motorola Responsibilities
1. Discuss client software distribution methodology.
2. Provide instruction on client software installation and install client software on up to five (5) CAD
Client workstations and five (5) Mobile Windows clients.
Customer Responsibilities
1. Provide and install workstation/mobile device hardware in accordance with manufacturer’s
specifications.
2. Supply Windows Server Client Access Licenses (CALs) for all system client devices accessing
CAD and Mobile.
3. Assign personnel to observe the software installation process.
4. Provide advanced authentication for Mobile/Handheld device connectivity if required.
5. Provide power and network connectivity at designated workstation installation locations.
6. Provide wireless connectivity and middleware to deliver mobile Virtual Private Network (mVPN)
with routing and IP persistence to the system network.
7. Complete installation of client software on remaining workstations and mobile devices.
Completion Criteria - PremierOne CAD Client Installation
Overview/instruction/successful demonstration of PremierOne Client Installation on up to five (5) CAD and five
(5) Mobile clients
Payment Milestone 2– Completion of Software Installation
Motorola completes CAD Client Installation on 5 CAD Workstations and 5 Mobile Windows clients.
PremierOne Mobile Client Installation (Android/iOS)
The Customer can download the PremierOne Mobile client from an on-line app store. Motorola will
provide the Customer app store locations from which the Android/iOS client can be downloaded and
installed.
Deployment of PremierOne Mobile (Android/iOS) updates is a Customer responsibility.
CommandCentral Aware Client Installation
Motorola will configure Aware client software on the Customer-provided Aware workstations.
Motorola Responsibilities
1. Verify remote access capability after Customer completes physical installation of workstations.
2. Configure CommandCentral Aware client application.
Customer Responsibilities
1. Perform physical installation of the CommandCentral Aware workstations. Connect to power
and network. Assign IP addresses for the network.
2. Provide supervised remote access to the CommandCentral Aware workstations.
Completion Criteria - CommandCentral Aware Client Installation
Configuration of and successful demonstration of CommandCentral Aware client application.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 88 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 63
2.4.7 Functional Validation
Motorola will execute the PremierOne and CommandCentral Functional Validation prior to Customer
training and in accordance with the Functional Validation Workbook referenced in Section 6. The
purpose of this exercise is to verify and document that the PremierOne service is ready to be used in a
production environment.
The following priority level definitions provide the classification of anomalies that may manifest during
the functional validation review.
Critical-Priority Level 1: An incident is deemed CRITICAL if one or multiple critical functions are
unavailable or severely degraded such that the customers' core business functions and capabilities are no
longer delivered or capable. The resulting critical impact to the customers’ business is such that focus and
resources must be applied to restoration or mitigation
Data has stopped showing in the application or users are no longer able to access the product due to a
system-wide outage
High-Priority Level 2: An incident is deemed HIGH if a business function is unavailable and
normal customer business activity is impacted or degraded, and a workaround may be available to
mitigate the effects of the service impact; however overall efficiency or effectiveness is degraded.
This may apply to both critical and non-critical functions.
Recoverable application crash, All data inaccessible (e.g. videos inaccessible, missing incidents).
Medium-Priority Level 3: An incident is deemed MEDIUM if business functions are available, however,
there is a deviation from the expected or agreed upon level of service or other service condition not
aligned with the other defined impact levels.
Data missing; (e.g. incomplete video thumbnails, inconsistent incident population).
Low-Priority Level 4: An incident is deemed LOW if business functions are available, but minor issues
exist such as cosmetic issues, documentation errors, general usage questions, and configuration
questions.
Critical Priority Level 1, High Priority Level 2, and Medium Priority Level 3 issues, whether identified
during PremierOne Functional Validation or during Customer Led Scenario Validation, will be retested
following any corrective action taken to resolve the issue. Corrective action may consist of a
configuration/provisioning change either by Motorola or the Customer, resolution of installation or
environment variables such as network access or speed or remediation plan for software defects.
Numerous Medium Level severity issues may also prevent commencement of Beneficial Use.
Corrective action may consist of a configuration/provisioning change either by Motorola or the
Customer, resolution of installation or environment variables such as network access or speed or
remediation plan for software defect. Motorola and the Customer will mutually agree to a remediation
plan to address the situation whereby numerous Medium Level Priority issues are considered “blocking”
issues.
Following the corrective action, the validation scripts associated with the corrected function will be
retested to verify corrections. Motorola will not conduct a full retest of all scripts in the Functional
Validation Workbook in Section 6 but such testing may be conducted by the Customer. The Functional
Validation verifies the functionality of the system. The City reserves the right to make the final
determination that all Critical, High and Medium-level Priority issues have been resolved sufficiently to
move forward with Go-Live.
Functional validation is provided for each Product contained in the System as follows:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 89 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 64
PremierOne CAD Functional Validation
Motorola will schedule a remote two (2) day session with the Customer to demonstrate the CAD
functional validation. PremierOne CAD functional validation verifies the functionality of the CAD service
and does not include the testing of other products or interfaces.
PremierOne Mobile Functional Validation
Motorola will schedule a remote one-half (1/2) half day session with the Customer to demonstrate the
Mobile functionality on two (2) PremierOne Mobile Windows devices and one (1) Android/iOS device.
PremierOne Mobile functional validation verifies the functionality of the Mobile service and will be
completed post completion of the PremierOne CAD functional validation.
CommandCentral Functional Validation Demonstration
Motorola will provide a functional demonstration script and will demonstrate CommandCentral Aware/
and Community functionality during a one-half (1/2) day session with the Customer.
Customer Led Scenario Validation
Post completion of the Functional Validations the Customer will begin utilizing the PremierOne services
and CommandCentral Aware to perform “Day in the Life” scenario validation using scenarios developed
by them that have been based on their everyday operations/workflow as well as more complex unique
scenarios they may encounter. The Customer will perform validation that the system meets
requirements in the Functional Requirements Matrix with guidance from Motorola product experts.
Issues that are discovered during this validation exercise will be reported to Motorola for issue
resolution in accordance with the Agreement.
Payment Milestone 3 – Completion of Functional Validation Tasks
Completion of Functional Validation tasks (included in Payment Milestone 3)
2.5 PREMIERONE REPORTING
Motorola will establish a reporting data warehouse (RDW) to support ad hoc reporting with PremierOne
CAD data using SQL Server Reporting Services (SSRS). The standard CAD Reports are listed in 2.11
of this document (Appendix B) and will be provided. Motorola will review the standard reports library
and introduce the functionality available within SQL Server Reporting Service (SSRS) through the
SSRS Workshop. The Workshop will be conducted in accordance with the Training Plan in Section 9.
Customer-specific or Customer defined reports are not included in the scope of this project
unless defined in this SOW.
Motorola Responsibilities
1. Develop the RDW environment in PremierOne CAD.
2. Conduct SSRS Report Builder Training.
3. Provide the Standard PremierOne CAD Reports library.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 90 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 65
Customer Responsibilities
1. Identify the agency’s reporting administrator and provide their Name, Email, and Phone
Number.
2. Participate in SSRS Report Builder Training.
Completion Criteria - PremierOne Reports
PremierOne Standard Reports
PremierOne SSRS Reporting
2.6 INTERFACE AND INTEGRATION DELIVERY
The installation, configuration, and demonstration of interfaces may be an iterative series of activities
depending upon access to third party systems. Interfaces will be installed and configured in accordance
with the PremierOne Service Description, Project Schedule, and Interface Functional Documents (IFDs)
provided to Customer prior to contract and incorporated as Ordering Documents. Integrated
functionality between Motorola developed products will be completed through the software installation
and provisioning activities described herein. Integration activities that have specific requirements will be
completed as outlined in this SOW.
2.7 INTERFACE DEPLOYMENT
Connectivity will be established between the Motorola system and the external and/or third party
systems to which the contracted software will interface. Motorola will configure the system to support
each System interface. The Customer is responsible for engaging third party vendors if and as required
to facilitate connectivity and validation of the interfaces.
Motorola Responsibilities
1. Establish connectivity to external and third party systems.
2. Configure interfaces to support the functionality described in the PremierOne (IFDs) and/or
Interface Specification Descriptions (ISDs).
3. Installation and configuration of Common Service Interface (CSI) components.
4. Provide the Customer with the Interface Configuration Guides.
5. Provide Customer training for the PremierOne CAD provisioning of the interface as applicable.
6. Validate each interface can transmit and or receive data in accordance with the IFDs.
Customer Responsibilities
1. Act as liaison between Motorola and third party vendors or systems as required to establish
interface connectivity with the Motorola system.
2. Provide personnel proficient with and authorized to make changes to the network and third party
systems to support Motorola’s interface installation efforts.
3. Provide network connectivity between PremierOne and the third-party systems.
4. Complete the Interface Configuration Guides in accordance with the project schedule.
5. 5. Complete Customer defined PremierOne CAD provisioning as applicable.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 91 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 66
Motorola Deliverables - PremierOne Interface Deployment
Interface Configuration Guides
Interface deployment/configuration complete - Interface ready for Interface Validation
Demonstration
Unknown circumstances, requirements, and anomalies at the time of initial design can present
difficulties in interfacing to some third party applications. These difficulties could result in a poorly
performing or even a non–functional interface. At such time that Motorola is provided with information
and access to systems Motorola will be able to mitigate these difficulties. If Motorola mitigation requires
additional third–party integration, application upgrades, API upgrades, and/or additional software
licenses those costs will be borne by the Customer or addressed through the Change Order provision
of the Agreement.
2.7.1 Interface Validation
The objective of Interface Validation Demonstration is to verify that the installed interfaces perform
according to the IFDs or ISDs, as applicable.
Motorola is not responsible for issues arising from lack of engagement of third-party and/or Customer
resources to perform work required to enable/provision and or configure an interface to a 3rd party
system, or troubleshooting any issues on the Customer’s third-party systems.
Interfaces that cannot be demonstrated due to connectivity issues to external systems or the
unavailability of Customer’s third party system will be demonstrated to the degree the PremierOne
functionality can be demonstrated. If interface validation cannot be completed in accordance with the
project schedule due to connectivity issues to external systems or the unavailability of Customer’s third
party system, a change order may be required to perform such validation when the issue is resolved.
Motorola Responsibilities
1. Conduct a demonstration of each interface, with the Customer, to validate each function per the
IFDs and/or ISDs.
2. Develop a remediation plan for features that do not perform in accordance with the IFDs and/or
ISDs.
3. Upon completion, provide the Customer with a Project Milestone Document, to be signed and
returned to Motorola. Exceptions will be noted in the Project Milestone Document.
4. Schedule follow-up validation to demonstrate resolution of any Critical, High, and Medium-level
Priority issues as defined in this SOW.
Customer Responsibilities
1. Provide access to a resource with access to the interfacing system to validate functionality.
2. Coordinate testing with third party systems.
3. Develop scenario-based test plan if desired.
4. Witness the execution of the validation and acknowledge successful completion.
5. Validate data sent from PremierOne CAD is correct.
6. Upon completion, sign and return the Project Milestone Document within ten (10) business days
7. Participate in the documentation of items that do not perform in accordance with the IFD and
work with Motorola to develop remediation action(s).
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 92 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 67
Motorola Deliverables - PremierOne and CommandCentral Interface Validation Demonstration
Documented Interface Validation results including exceptions
Completion Criteria - PremierOne Interface Validation Demonstration
Interface Validation Demonstration completed and Customer written acknowledgement of functionality in
accordance with IFDs
Payment Milestone 3 – Completion of Functional Validation Tasks
Completion of Functional Validation tasks (included in Payment Milestone 3)
2.8 PREMIERONE AND COMMANDCENTRAL TRAINING
AND CONSULTATIVE SERVICES
2.8.1 Training
Training is conducted based on the quantities and terms that are specified in the Customer Training
Plan. Training is made available via in-person training (PremierOne) and the Learning exPerience
Portal (LXP) (PremierOne and CommandCentral). The LXP is accessed via Internet browser. Motorola
will set up an instance of the LXP that provides autonomy to the agency utilizing LXP. This subscription
service provides you with continual access to our library of on–line learning content and allows your
users the benefit of learning at times convenient to them. Content is added and updated on a regular
basis to keep information current. All Motorola tasks are completed remotely and enable the Customer
to engage in training when convenient to the user.
LXP Administrators can add/modify users, run reports, and add/modify groups.
Motorola Responsibilities
1. Initial set up and addition of administrators.
2. Provide instruction to Customer LXP Administrators on:
A. Adding and maintaining users and groups.
B. Assigning courses and Learning Paths.
C. Running reports.
3. Delivery of in-person training courses as described in the Training Plan in Section 9.
4. Conduct up to eight (8) hours of remote consultation following PremierOne CAD Train the
Trainer training to develop end-user training curriculum.
Customer Responsibilities
5. Provide Motorola with names (first and last) and emails of Customer LXP administrators.
6. Provide access to learningservices.motorolasolutions.com.
7. Complete LXP Administrator training.
8. Advise users of the availability of the LXP.
9. Add/modify users, run reports, and add/modify groups.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 93 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 68
10. Ensure attendance of personnel for in-person and virtual training courses in accordance with the
project schedule and the number of students per course defined in the Training Plan.
2.8.2 CommandCentral Aware and Community Professional Consulting
Services
Professional Consulting Services provide the Customer an opportunity to utilize Motorola subject matter
experts as needed to address operational concerns: impromptu training, process re-engineering, or one
on one personalized support.
Motorola Responsibilities
1. Conduct a discovery teleconference with Customer’s PM and/or team to understand the
Customer needs prior to scheduling on-site service.
2. Provide Customer with a summary of the needs discussed during the teleconference that serve
as the focus for the on-site service delivery.
3. Upon agreement of the focus of on-site service, schedule a mutually agreeable date for delivery
of on-site service.
4. 4. Provide five days total spread across two trips of on-site service Monday through Friday, 8:00
am to 5:00 pm local time.
5. Provide Customer with a summary report of the activities completed as part of on-site service
delivery.
Customer Responsibilities
1. Participate in the discovery teleconference and agree to objectives.
2. Schedule a mutually agreeable date for delivery of on-site service.
3. Coordinate availability of people or resources required for Motorola to fulfill the focus of on-site
service.
Motorola Deliverables – Training and Consultative Services
Virtual Training Courses
Access to and instruction for LXP
CommandCentral Aware Consultative Services
Completion Criteria - Training and Consultative Services
Conclusion of and Customer acknowledgement of Motorola provided LXP Administrator instruction, in-
person and virtual courses, and CommandCentral consultative services, per the Training Plan.
Payment Milestone 4 – Completion of Training Plan
Completion of training included in the Training Plan (Payment Milestone 4)
2.8.3 CommandCentral Investigate Professional Consulting Services
Motorola Consulting Services provides the Customer an opportunity to use Motorola subject matter
experts to address operational concerns or implementation of strategic initiatives. The full scope of
consultative services will be determined during the discovery session between Motorola and the
Customer. Certain consultative services are required as part of this offer while other services, outlined
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 94 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 69
in the following solution specific tables, are selected and customized to meet the needs of the
Customer.
Motorola Responsibilities
1. Conduct discovery teleconference with the Customer to understand goals and objectives for the
product as well as strategic initiatives.
2. Conduct a three (3) day on-site review of day-to-day operational use of Investigate to discover
how the functional areas are utilizing the solution. Includes on-the-job training for efficient use
and recommendations for optimizing. A briefing will be conducted at the end of the day to
provide an update on information exchanged, activities planned, and any additional actions
needed.
3. Provide Customer with an After-Action Report of the activities completed and next-step
recommendations.
4. Conduct an after visit teleconference with Customer’s point of contact to outline the Customer’s
priorities according to the After-Action Report.
5. Coordinate with Customer the work that needs to be completed and designate the appropriate
owner of the activity.
Customer Responsibilities
1. Participate in the discovery teleconference and agree to objectives.
2. Schedule mutually agreeable dates for delivery of on-site service.
3. Coordinate availability of people or resources required for Motorola to fulfill the focus of on-site
service.
4. Confirm Customer end-users have completed required training prior to on-site service.
5. Participate in the after visit teleconference and collaborate on priorities and work items to be
delivered.
Motorola Deliverables – Training and Consultative Services
CommandCentral Aware Consultative Services
After-Action Report
Completion Criteria - Training and Consultative Services
Delivery of After-Action Report and completion of teleconference post the on-site visit.
2.9 PREMIERONE CAD AND COMMANDCENTRAL GO
LIVE
The transition to live operations to Motorola’s PremierOne CAD system is a team approach. Motorola
will assist the Customer in the transition of live operations from the Customer’s legacy solution to the
PremierOne System. Motorola will work with the Customer to confirm the PremierOne System Go Live
date and time.
The services included in this Agreement are based on a single Go Live event of PremierOne CAD and
Mobile.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 95 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 70
2.9.1 PremierOne Go Live Planning
Motorola will work with the Customer to develop a detailed Cutover Plan. This plan includes the
following information:
• Motorola and Customer resources and staffing required
• Pre-cutover tasks/activities that need to be performed leading up to the Go Live event
• Readiness review meetings
• Contingency/roll-back plans
• Cutover tasks and responsibilities during and after the Go Live event
• Post Go Live event support resources and schedules
• Issue reporting process
• Escalation process
Motorola Responsibilities:
1. Facilitate meetings with Customer staff to develop and document the Cutover Plan.
Customer Responsibilities:
1. Coordinate the participation of Customer technical and operational staff in cutover planning and
development and documentation of the Cutover Plan.
Motorola Deliverables - PremierOne Go Live Planning
Deliver PremierOne Cutover Plan
2.9.2 Motorola Support Engagement
As part of go live planning, the Motorola Project Manager will complete a Customer Support Plan
(included in Section 10 of these Ordering Documents) that includes Customer contact information and
information required for remote access to the system. Motorola will schedule a Support Engagement
meeting between the Project Managers, the Customer Support Advocate (“CSA”), the Focal Support
Technician and the Customer’s project team representatives. The CSA will review the Customer
Support Plan with the Customer, including the process for obtaining support and the contact
information.
Motorola Responsibilities:
1. Create Customer Solution Support Plan
2. Facilitate Support Engagement Meeting
Customer Responsibilities:
1. Coordinate the participation of Customer technical and operational staff in the Support
Engagement Meeting
Motorola Deliverables - Support Engagement
Updated Customer Support Plan
Completion Criteria - Support Engagement
Completion of Support Engagement Meeting
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 96 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 71
2.9.3 CommandCentral Aware and Community Production Use
Following the completion of the functional demonstration of CommandCentral Aware and Community,
the Customer may commence using CommandCentral Solution for all purposes including production
use.
2.9.4 CommandCentral Investigate Production Use
Following the completion of the activation of CommandCentral Investigate, it is deemed available for all
purposes including production use.
2.9.5 PremierOne Go Live Event
The transition to production use of the PremierOne solution will be conducted according to the Cutover
Plan.
The Go Live event represents the transition to the Motorola Solutions Support organization in
accordance with the Cutover Plan.
Motorola will provide Go Live support as listed in the cutover Plan. A summary of the applicable Go
Live support services are described below:
• CAD Go Live Support includes one (1) CAD Application Specialist per twelve (12) hour shift to
provide 24-hour support at one (1) location for up to three (3) days. A third CAD Application
Specialist will be available for up to thirty-six (36) hours over three (3) days to be deployed as
mutually agreed upon.
Motorola Responsibilities:
1. Work with Customer to schedule the date and time for the go live event
2. Execute the Cutover Plan
3. Provide on-site resources to support dispatch and mobile operations and address questions.
Customer Responsibilities:
1. Schedule and coordinate end user participation in the live operations cutover
2. Perform and support the cutover activities defined in the Cutover Plan
3. Provide technical and operational support for the supervision and monitoring of CAD and Mobile
end users 24/7 beyond Motorola onsite support
4. Inform Customer staff about the Customer Solution Support Plan and the process to contact
Customer Support.
Completion Criteria - PremierOne Go Live Event
Completion of Go Live Activities
Live PremierOne system
Payment Milestone 5 – Completion of Go-Live Activities
Completion of Go Live activities such that the City has full use of a PremierOne CAD System and associated
interfaces (Payment Milestone 5)
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 97 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 72
2.9.6 Ninety (90) Day Reliability Period and Final System Acceptance
A 90-day Reliability Period commences at Go Live as specified in the Agreement.
Payment Milestone 6 – Completion of Reliability Period and Final System Acceptance
Completion of Reliability Period and Final System Acceptance (Payment Milestone 6)
2.10 PROJECT CLOSURE
Project Closure involves the steps to close the project and transition the PremierOne System from the
delivery team to Customer Support.
2.10.1 Transition to Support
The system will transition to the support phase of the Agreement per the terms and conditions of the
applicable Agreements and Customer Support Plan.
2.11 Appendix A - PremierOne CAD File Build
2.11.1 Incident Types
The City of Carlsbad will not be implementing the NENA standard Incident Types. The Customer will
prepare their recommendations for the Incident Types they want to implement and maintain. The
Customer will have the required Incident Types available prior to the provisioning class. Motorola will
provide provisioning training and experienced based recommendations.
Codefile Item Global Code
Table
NENA/APCO
Standard
Customer
Provided
List and Statute Management
Article Type X NCIC
City X NCIC
Country List X NCIC
Eye Color Description X NCIC
Gender Description X NCIC
Gun Make X NCIC
Hair Color Description X NCIC
Person Build X NCIC
Person Race Description X NCIC
Person Suffix X NCIC
License Plate Type X NCIC
Skin Tone X NCIC
State List X NCIC
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 98 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 73
Codefile Item Global Code
Table
NENA/APCO
Standard
Customer
Provided
Vehicle Color X NCIC
Vehicle Make X NCIC
Vehicle Model X NCIC
Vehicle Style X NCIC
Vehicle Type X
Agency Type Standard
Agency Name X
Plans -Response/ Active Plans X
Permissions
Agency - Permissions X
Roles - Permissions X
Resources - Personnel
Personnel X
Resources - Device ID’s
Devices/Workstation ID’s X
Unit Recommendations - Agency Type Level
Response IDs X
Incident Management
Modifying Circumstances APCO
Incident Status - Common NENA
Incident Source Call Origination NENA
Common Disposition Code NENA
Person Role Standard
Agency Role Standard
Incident Response Factors APCO
Coverage Groups X
Premise Hazard Types Standard
Premise Hazard Records X
Jurisdiction
Area/Beat/Sectors X
Location X
Station Names X
Unit Recommendations
Response Category X
Resources
Resource Attribute (Capability/Skill ) NENA
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 99 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 74
Codefile Item Global Code
Table
NENA/APCO
Standard
Customer
Provided
Resource Type NENA
Vehicle ID X
Unit Recommendations
Vehicle Relationship Type NENA
Run Card X
Unit Management
Primary Unit Status - Common Standard
Secondary Unit Status - Common Standard
Unit ID - Optional X
Unit Pre-Assignments X
Status Monitors Standard
Command Lines Standard
2.12 Appendix B - PremierOne CAD/Mobile Standard
Reports
This table lists the standard reports that are provided with PremierOne CAD/Mobile.
Report Input Parameters Output
CAD Reports
Abandoned Call
Summary
Date Range, Disposition,
User ID, Phone Number
Provides the time the abandoned call record was
created, the trunk/line on which the call was received, the phone number of the caller,
Disposition, elapsed time of the call, the call taker’s
User ID and Workstation ID.
Average Response Times
by Incident Type
Date Range, Agency Provides Average Response times (At Scene -
Incident Create Time) by Incident Type.
BOLO Messages Date Range, Sender
Agency ID, Device ID,
Sender ID, Group By
(Agency-, Device-,
Sender ID)
Provides a record of BOLO Messages sent:
Sender ID, Device ID, Sent On, Recipient(s), Size,
Status, Attachments. Ability to view content
(Details).
Drill down for the following:
BOLO Message
Attachments
N/A Provides a list of BOLO Message attachments:
Sender ID, Sent On, Recipients, Attachment
Name, and Size
BOLO Message Detail
Report
N/A Lists all fields of BOLO messages, organized by
Summary, Subject and Vehicle information
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 100 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 75
Report Input Parameters Output
Calls For Service Date Range (Year) Lists the E911 Call Count, by month for year(s).
Drill down for the following:
Calls For Service Daily N/A Lists the E911 call count, daily for month.
Calls For Service Hourly N/A Lists the E911 call count, hourly by day of week.
Calls For Service Weekly N/A Lists the E911 call count, by week for each month.
Change Account Password
Report
N/A Provides a list of account password change
incidents and whether they were a success or a
failure.
Incident Comments Agency ID, Max Records,
Date Range, Call sign,
Office ID, Address,
Location Name,
Comment Text
Lists the comment text for the input parameters.
For comments, a minimum of three characters are
required. Incident comments are returned in the
order of relevancy.
NOTE: The search for incident comments
is a full text search, and not a string
match; this is the same search
method used by most web
browsers. For example, ban does
not return banana. You can,
however, add specific words to the
SQL database dictionary. Full text
searches include plurals.
Incident Details N/A Provides incident details: General Incident
information, Location, and Caller information, Time
Stamps, Assigned Units, Assigned Personnel,
Comments, and Changes.
Incident Group By Date Range, Agency Provides an incident summary, with incidents
grouped by type: Incident Type, Incident Number,
Incident Date, Priority, Incident Disposition,
Assigned Units, and Assigned Officers.
Incident Summary Date Range, Agency Provides incident summary information: Incident #,
Create Date/time, Duration (create to close),
I_type, Priority, Location, Dispo(s), Assigned
Unit(s), Assigned Officer(s). Links to Incident Detail
Report.
Incidents by Area Agency ID, area Shows all incidents occurring in a specified
geographical area. For example, incidents in area
AR1.
Interface Query Summary User ID, User Agency ID,
Device ID, Group by,
Date range
Provides information on who ran which query, from
which device & when: User Agency ID, Device
Type,
Device ID, Query Name, Executed On Search
Parameters
Drill down for the following:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 101 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 76
Report Input Parameters Output
Interface Query Detail User ID, Device ID, Date
Range, User Agency ID,
Group by: Agency,
Device, User ID, Query
Type
Provides Query specific details: User ID, Agency
ID,
Device ID, Device. Query Name, Submitted On
Search Parameters, Response(s): Database,
Code,
Received On, Hit Message
Logon and Logoff Agency ID, User ID,
Device ID, Date Range,
Group by: Date, Device,
User ID,
Provides information on who logged in when and
how many times: Date, User ID, Device ID Unit ID,
# of
Logon Attempts, # of Valid Logons, # of Number
Logoffs
Master Incident Date range, agency ID,
Incident Type, Beat,
Current Disposition,
Priority, Call Source, Call
sign, Officer ID, Address,
Location Name
Provides incident summary information for the input
criteria. The following information displays: Incident
Number, Address, Building/Apt, Location Name,
Date,
Report Number (RD), Source Code, Priority,
Incident Type, Primary Unit, Officer, Area, Beat,
And Disposition.
Master Response
Statistics
Agency ID, Date Range,
Incident Type, Priority,
Grouping
Provides the following information: Incident Date,
Priority, Start to Create, Start to Dispatch, Dispatch
to Enroute, Enroute to On Scene, Start to On
Scene, Start to Close, and Create to Close.
Message History Date Range, Agency ID Provides the messaging history for an agency. The
following information is included: Sender ID,
Sender Name, Sent On, Recipient(s), Device ID,
Type, Size, and Subject.
Messaging Report –
Recipient
Sender, Agency ID,
Device ID, Sender ID
(All), Date Range
Provides information on messages received by
specific user.
Drill down for the following:
Message details Provides the specific message
Messaging Report –
Sender
Sender Agency ID-,
Device ID-, Sender ID-
(All), Date Range (-7 day)
pre populated. Ability to
specify message size
limits. Group by Sender-,
Device-, Agency ID.
Lists who sent messages and who they sent them
to. You can select sender ID, Device ID (one,
many, all).
Drill down for the following:
Message details Provides the specific message
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 102 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 77
Report Input Parameters Output
Messaging Summary User Agency ID, User ID
(one, many, all), date
range
List message statistics: how many messages
received, sent, deleted, & message size by users
over a time range
Phone Number Lookup Date Range, Agency,
Phone Number
Provides: Time, Action, Direction, Agent, Position,
Location
Provisioning Device Agency ID, Device Type Lists all devices & device properties as provisioned
in the system. Grouped by Device Type (Device
Type, Device Name, Make, Serial Number,
Description)
Provisioning Personnel Agency ID. Provides ability
to search by: User ID,
FirstName, LastName.
Lists LastName, FirstName, User ID of all
personnel provisioned in system. Drill through to
Personnel Details Report (Work, Roles, Resource
Assignments, Personal & Contacts).)
Provisioning Vehicle Agency ID, Vehicle Type.
Provides ability to select
Vehicle Type (one, many,
all)
Lists all vehicles provisioned in system by Vehicle
Type: Vehicle Code, Description, License Plate,
Odometer, Equipment, Type Equipment ID,
Capability
Purge Schedule Agency ID, Database
Type, Date Range
Provides schedule of records to be purged within
date range
Purged Premise Hazard Agency ID, Date Range Lists deleted Premise Hazard Records within date
range.
Purged Records History Agency ID, Database
Type, Date Range
Lists purged records within date range
ReportingDW Schema Table or View Name,
Field Name, Show Empty
Tables, Only Show
Commonly Used Tables
and Views.
Lists RDW tables and views based on filters
selected.
Roles and Privileges Agency ID, Role Lists roles and assigned permissions
Terminal Logon Agency ID, Device ID,
Date Range
Lists failed login attempts by device type and
device ID.
Users and Corresponding
Roles
Agency ID, Last, First
Name
Lists users and their assigned roles
Mobile Reports
Mobile Query Report - One
report with options to
search by:
VIN Agency ID, VIN, Date
Range, Search Text
Lists all queries run on a particular VIN during a
date/ time range.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 103 of 372
The City of Carlsbad, CA Change Order #2 Attachment B and/or Exhibit A
Page 78
Report Input Parameters Output
Person Agency ID, Person, Date
Range, Search Text
Lists all queries run on a particular Person during a
date/time range.
Plate Agency ID, Plate, Date
Range, Search Text
Lists all queries run against a particular Plate
during a date/time range.
Officer Activity Agency ID, User ID, Date
Range
Shows all incident, query, and messaging activity for
a particular officer during a date/time range.
Unit Officer Agency ID, Date Range Provides breakdown of time (and % time) spent by
Units & Officers on each status (# of Incidents,
Assigned Officers, Unit Status (i.e. en-route, on
scene, Break, Dispatched etc.), Total Time Spent
in Each Status, % Time in Status)
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 104 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Cost Summary
Page 79
Section 3
Cost Summary
Please reference Motorola’s Cost Proposal on the following pages.
3.1 Pricing Summary
Description Price ($) After
Discount
Total Not To Exceed One Time Cost Based on SOW **** (Excluding Options)
Includes Year 1 of Application Software Subscription (PremierOne CAD, Mobile,
CommandCentral Aware, CommandCentral Investigate Plus)
(50 Premier One CAD Named Users, 175 Mobile Named Users, 175 Command
Central Aware Named Users, 115 CommandCentral Investigate Users, 200 Learning
Experience Portal Users and all licensing and services necessary for Disaster
Recovery solution )
$1,065,179
Total Annual Recurring Costs ***(Excluding Options) Years 2-6
Includes Application Software Subscription (PremierOne CAD, Mobile,
CommandCentral Aware, CommandCentral Investigate Plus)
(50 Premier One CAD Named Users, 175 Mobile Named Users, 175 Command Central
Aware Named Users, 115 CommandCentral Investigate Plus Users, 200 Learning
Experience Portal Users and all licensing and services necessary for Disaster Recovery
solution )
$791,441
TOTAL SYSTEM
CAD/Mobile/Aware/Options (Years 1-6)
$1,856,620
***Includes four (4) Summit User Group Registrations Annually
****The Total Not to Exceed price is for a 20-month delivery schedule. For each month project is
finished under 18 months, Motorola will credit $13,334 per month on the following years annual
recurring cost invoice
The following Options Available for Purchase have been included in the “all in” offer at no additional
cost.
• Legacy Query Interface
• PremierOne CAD Radio PTT Interface
• CommandCentral Investigate Plus
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 105 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Cost Summary
Page 80
3.2 Detail Pricing
Description Price ($) After
Discount
Motorola will provide:
▪ The software subscriptions listed in Section 1.5.1 of the Solution Description and the
equipment described in Section 2.4.1.1 of the Statement of Work and Section 7
Included
#2-RapidSOS Integration: Implementation / Installation Services Included
Remove DORS Interface (Incident Create and Query) Included
90-Day Reliability Period Included
Disaster Recovery Solution Included
Total Annual Recurring Costs (24/7) for Years 7-9
Year 7 $180,000
Year 8 $198,000
Year 9 $217,800
Total annual recurring costs include Application Software Subscriptions for
PremierOne CAD, Mobile, CommandCentral Aware, CommandCentral Analytics Plus
(50 PremierOne CAD Named Users, 175 Mobile Named Users, 175 CommandCentral
Aware Named Users, 115 CommandCentral Analytics Plus Users, 200 Learning
Experience Portal Users and all licensing and services necessary for Disaster Recovery
solution)
$595,800
Total Pricing Years 1-6
Total Pricing Years 7-9
$1,856,620
$595,800
Agreement Total $2,452,419
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 106 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Payment Schedule
Page 81
Section 4
Payment Schedule
4.1 One-time Payment Milestones
The payment milestones are based on the total of $1,065,179
Consisting of:
Total Not To Exceed One Time Cost in Section 3.1 $1,065,179
2. 10% Upon Approval of Project Plan $106,518
3. 10% Upon Completion of Software Installation of all PremierOne CAD system equipment in
sections 2.4.1 PremierOne Hardware and Environment and 2.4.5 CAD Client Installation
$106,518
4. 20% Upon Completion of Functional Testing Validation tasks included in sections 2.4.6
Functional Validation and 2.7.1 Interface Validation $213,036
5. 20% Upon Completion of Training as specified in Section 9 PremierOne Training Plan $213,036
6. 20% Upon Completion of Go-Live activities such that the city has full use of a Premier One CAD
System and associated interfaces $213,036
7. 20% Upon Final System Acceptance as defined in the Agreement $213,036
Years 2-6 Payments
Item Recurring
Cost Year 1
Recurring
Cost Year 2
Recurring
Cost Year 3
Recurring
Cost Year 4
Recurring
Cost Year 5
Recurring
Cost Year 6
Application Software
Subscription
(PremierOne CAD,
Mobile,
CommandCentral
Aware,
CommandCentral
Investigate Plus and
Disaster Recovery)
First Year
subscription
included in
One-Time
Costs
$158,288 $158,288 $158,288 $158,288 $158,289
Total Annual
Recurring Costs
(Excluding
Options)
$158,288 $158,288 $158,288 $158,288 $158,289
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 107 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Payment Schedule
Page 82
Years 7-9 Payments
Item Recurring
Cost Year 7
Recurring
Cost Year 8
Recurring
Cost Year 9
Application Software Subscription (PremierOne
CAD, Mobile, CommandCentral Aware,
CommandCentral Investigate Plus and Disaster
Recovery)
$180,000
$198,000
$217,800
Remaining Annual Payments by Fiscal Year (Estimated)
Item FY 24-25 FY 25-26 FY 26-27 FY 27-28 FY 28-29 FY 29-30 FY 30-31
One Time
Payment
Milestones
(Estimated)
$426,072
$639,107
Application
Software
Subscription
(PremierOne
CAD, Mobile,
CommandCentral
Aware,
CommandCentral
Investigate Plus
and Disaster
Recovery)
$158,288 $158,288 $158,288 $158,288 $158,288
Total Fiscal Year
Payment
$426,072
$639,107
$158,288 $158,288 $158,288 $158,288 $158,288
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 108 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Project Schedule and Personnel
Page 83
Section 5
Project Schedule and Personnel
5.1 Project Schedule
The project schedule represents the project tasks, dependencies and estimated dates and durations.
The Motorola PM will regularly review the schedule with the City’s PM to ensure timely assignment and
completion of tasks. . The Project Schedule is subject to change at the mutual agreement of Motorola
and the Customer. A project portal or repository will be established in MS SharePoint into which all
project documentation and controls will be posted, including the Project Schedule.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 109 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Project Schedule and Personnel
Page 84
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 110 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Project Schedule and Personnel
Page 85
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 111 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Project Schedule and Personnel
Page 86
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 112 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Project Schedule and Personnel
Page 87
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 113 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Project Schedule and Personnel
Page 88
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 114 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Project Schedule and Personnel
Page 89
5.2 Project Team Organization Chart
The below chart reflects the project team roles for Motorola and the City. The chart reflects assigned
Motorola resources at the time of the Agreement execution.
We recognize the importance that continuity of project personnel plays in the successful
implementation of the project and will make every reasonable effort to maintain the assignment of key
project personnel throughout the project. However, if a team member must be replaced for cause, the
Motorola PM will work with the City’s PM to mutually agree to the appropriate resolution of personnel
issues, which may include replacement of personnel. Motorola will provide a resume for a similarly
qualified replacement for the City’s approval, and such approval shall not be unreasonably withheld.
Key project personnel may also be replaced due to unforeseen circumstances, such as a change in
role or promotion. Motorola will provide as much advance notice as possible under the circumstances
of the change and will make reasonable efforts to assign a resource with similar experience and
qualifications. We will provide the resume of a suitable replacement for the City’s approval and such
approval shall not be unreasonably withheld.
In the event an issue requires escalation beyond the specific team member associated with the issue,
the first step is to the Project Manager, then to the Program Director, then to the Director of Software
Services.
PROJECT MANAGERS
Dylan Ogunrinola
Julie Folden
SOLUTION
ARCHITECTS
Jon Milan
Mike Rogers
INFRASTRUCTURE
SOLUTION
ARCHITECTS
Jason Floyd
Layne Husted
CAD/MOBILE APPLICATION SPECIALIST
Brian Gordon
CAD SOLUTION
SPECIALIST
OcielMunoz
GIS SPECIALIST
Motorola
CUSTOMER
PROJECT
MANAGER
CUSTOMER
SYSTEM/APPLICATION
ADMINISTRATORS
CUSTOMER
FUNCTIONAL
SMEs
CUSTOMER
TECHNICAL
SMEs
CUSTOMER GIS
ADMINISTRATOR
CUSTOMER
TRAINERS
CUSTOMER PROJECT TEAM
MOTOROLA SOLUTIONS PROJECT TEAM MEMBERS
Will DanielsDirector of Software Services
Justin ScottProgram Director, California Strategic Projects Team
Melissa Bain
Sr. Manager,
Applications
Specialist Team
McKenzie WrightSr. Manager, GIS
Customer
MSI LEADERSHIP
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 115 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Product Validation
Page 90
Section 6
Product Validation
6.1 PRODUCT VALIDATION PURPOSE
The purpose of this document is to describe the processes that will be used to verify the PremierOne
CAD and Mobile System. This document provides the plan that describes the management, conduct,
and reporting activities of product verification. All verification criteria will be predicated by the
Agreement exhibits and Motorola’s responses to Customer requirements in the RFP. Functional
validation will be conducted only on those features and functions for which PremierOne CAD and
Mobile have been provisioned and the features and functions according to the Agreement.
6.2 VERIFICATION PROCESS OVERVIEW
This document details the steps that Motorola and the City will follow to prepare for and conduct the
functional, interface and integration validation of PremierOne CAD and Mobile. This process will focus
on demonstrating those features and functions to which Motorola complied in the RFP response and
that are enabled on the City’s PremierOne CAD and Mobile system.
Motorola will provide a set of specific scenarios which will be performed on the PremierOne CAD and
Mobile applications. Additionally, the expected results will be documented. These scenarios and their
expected results will be delivered to the City for review, and once approved, will form the set of
validation scenarios that will be performed.
The functional validation will be performed once the application is installed at the City’s facility and
Train the Trainer training has been conducted. City personnel will witness the functional validation and
observe and acknowledge the results. In the event that the observed results do not agree with the
documented expected results, an exception/failure condition will be recorded. A resolution plan for
exceptions/failures will be developed in order for the City to accept the system.
6.3 VALIDATION PROCESS ACTIVITIES
The activities that will be followed in the validation process are detailed in the sections of the document
below.
6.3.1 Prepare Functional Validation Plan
A detailed functional acceptance test plan will be prepared by Motorola for the customer. This plan will
concentrate on testing the features and functions of the system that will be used by the customer and
will not test areas of the system that Motorola did not comply with in the RFP response and for which
provisioning was not completed (i.e. features or functions that are not applicable to the City’s
operations).
The validation plan will be organized as a set of scenarios, with each scenario being broken into one or
more use cases.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 116 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Product Validation
Page 91
Scenarios
Scenarios are high-level, cross-product workflows of the system. These scenarios are described from
an end-to-end user perspective. Scenarios focus on the user domain information, but also describe the
high-level functional interaction between PremierOne CAD and Mobile.
Use Cases
Use Cases are the decomposition of Scenarios into specific user and product functional interactions
required to execute a task. Use Cases define the success-oriented scenario and key exception cases.
Note that several Use Cases may be required to execute a particular Scenario. Use Cases define
functional interaction between products; specific messages and message sequence between products
are defined in Interface Control Documents.
6.3.2 Prepare Interface Validation Plan
Motorola will develop validation plans that demonstrate that interfaces and integration operate in
accordance with the approved Interface Functional Descriptions. Where appropriate, the functional
validation scenarios will incorporate interface functionality.
Motorola will also document the means by which integration between the Motorola primary system
components will be tested and verified.
6.3.3 Validation Plan Approval
The Validation Plan will be reviewed with the City and formally approved. Validation will not begin
before the Validation Plan is approved.
6.3.4 Validation Execution
Execution of validation procedures/cases will be conducted in an orderly manner. They will be
performed as described in the Validation Plan and each action and result will be properly verified by
City-designated personnel. The results of each scenario will be recorded as a pass or failure and the
specific details of any failures will be recorded.
System configuration will be controlled throughout the execution of the Validation Test. At the start of
the period, all provisioning and configurable items will become the baseline, any subsequent changes
will be configuration controlled to ensure consistency in the testing processes. A configurable item, with
respect to the customer’s system environment, is defined as any document, software application, or
hardware component integral to the installed system.
6.3.5 Validation Failures
All failures identified during validation phases will be recorded in Motorola’s defect tracking system.
Each failure will be assigned a priority level to allow the team to prioritize their handling of the failure.
The priority levels that will be used are those defined in the Maintenance and Support and Agreement.
Since there is some subjectivity in determining the level of priority and impact, it is critical that several
perspectives are considered when the assignment of a failure’s priority is made. Therefore, the
determination of priority will be made by a cross-functional team containing both Motorola and the
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 117 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Product Validation
Page 92
customer representatives. . If there is disagreement, the City will have the right to make the final
determination of priority level.
A resolution plan will be developed that identifies the action(s) that were taken or will be taken to
address and/or correct the failure and the method by which the corrected function will be retested.
6.4 SAMPLE FUNCTIONAL VALIDATION WORKBOOK
A sample Functional Validation Workbook has been included as a separate Excel Document. (This is
an electronic document, v.4.6.x.x.)
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 118 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 93
Section 7
Hardware, Network, and
Environmental Specification
7.1 Solution Equipment
7.1.1 System Equipment Requirements
.
The below list of equipment that Motorola will provide represents all the hardware, equipment, software
that is required to operate the PremierOne and CommandCentral solution described in Section 1
Solution Description. Notwithstanding the list below, Motorola will provide all hardware, equipment, and
software that is required to operate the PremierOne and CommandCentral solution described in
Section 1 Solution Description.
DESCRIPTION QUANTITY
HPE DL360 GEN11 8SFF SERVER - P1 HOST CONFIGURATION 3
HPE DL360 GEN11 8SFF SERVER - P1 HOST CONFIGURATION SUPPORT 3
HPE DL360 GEN11 8SFF SERVER - P1 MONITOR CONFIGURATION 1
HPE DL360 GEN11 8SFF SERVER - P1 MONITOR CONFIGURATION
SUPPORT 1
FORTIGATE 401F WITH DUAL POWER SUPPLY 2
FORTIGATE 401F - 3 YEAR SUPPORT 2
FORTINET 10G COPPER TRANSCEIVER FOR SFP+ 4
ARISTA 7010X SERIES 7010TX-48 - SWITCH - 48 PORTS - MANAGED -
RACK-MOUNTABLE 1
ARISTA 7010X SERIES A-CARE NEXT BUSINESS DAY - 1 MONTH 36
ARISTA 7050TX3-48C8 - SWITCH - 48 PORTS - MANAGED - RACK-
MOUNTABLE 2
ARISTA 7050TX3 A-CARE NEXT BUSINESS DAY - 1 MONTH 72
ARISTA ETHERNET 40GBASE-CR4 CABLE - 1.6 FT 4
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 119 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 94
PREMIERONE BIG-IP VIRTUAL EDITION LOCAL TRAFFIC MANAGER 1 GB 2
PROFESSIONAL SERVICES,PREMIERONE F5 LTM 1 GB 1-YEAR 24X7
PREMIUM SUPPORT 6
ALLETRA 5010 22 TB 1
ALLETRA 5010 22TB SUPPORT 1
TRUENAS R20 BACKUP NAS DEVICE - 24TB RAW WITHOUT SILVER
SUPPORT 1
SILVER SUPPORT 3
LICENSE,VMWARE VCENTER SERVER 8 STANDARD FOR VSPHERE 8 (PER
INSTANCE) 1
LICENSE,VMWARE VSPHERE 8 ENTERPRISE PLUS FOR 1 PROCESSOR 7
SQL SVR ENT RUNTIME 2019 IOT ESD OEI 4 CORE ENT 3
SQL SVR STD RUNTIME 2019 IOT ESD OEI 4 CORE STD 1
SYSCTRDATACTRCORE 2019 ALNG EMB MVL 16LIC CORELIC 2
WIN SVR IOT DTCNTR 2019 64BIT MULTILANG ESD OEI 16 CORE 3
WIN SVR IOT STD 2019 64BIT MULTILANG ESD OEI 16 CORE STD 1
PREMIERONE EMPTY RACK 1
PREMIERONE KVM 1
PREMIERONE POWER DISTRIBUTION UNIT 4
PREMIERONE RACK POWER CABLES 1
CABLE, ASSEMBLY,PREMIERONE CABLE RJ-45(M) TO RJ-45 (M) 2.13M STP
CAT6A BLUE 8
CABLE, ASSEMBLY,PREMIERONE CABLE RJ-45(M) TO RJ-45 (M) 2.13M UTP
CAT6A AQUA 10
CABLE, ASSEMBLY,PREMIERONE CABLE RJ-45(M) TO RJ-45 (M) 2.13M STP
CAT6A BLACK 10
CABLE, ASSEMBLY,PREMIERONE CABLE RJ-45(M) TO RJ-45 (M) 2.13M UTP
CAT6A ORANGE 19
CABLE, ASSEMBLY,PREMIERONE CABLE RJ-45(M) TO RJ-45 (M) 15.2CM
UTP CAT6 RED 1
LANTRONIX EXTERNAL DEVICE SERVER 1
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 120 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 95
CLOUD ANCHOR SERVER with HPE 5Y 1
VMWARE VSPHERE 8 STANDARD FOR 1 PROCESSOR 1
*Additional FortiGate included to support CAD VPN-centric access with direct connectivity to the Carlsbad
PremierOne CAD environment.
7.2 Component Specifications
PremierOne CAD Local Workstation Minimum Requirements
The Customer will procure and provide local (fixed) workstation hardware that conforms to the
requirements laid out in this section.
PremierOne Field Workstation
The Customer will procure and provide field (mobile) workstations/handheld cellular devices that
conform to the requirements laid out in this section.
*Note: Motorola strives to have PremierOne Mobile iOS/Android compatible with +/- 2 versions of the latest
handheld cellular devices. At the creation of this document, PremierOne CAD R4.4 to R4.6.13 are compatible with
the latest iOS/Android operating systems.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 121 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 96
Component Description
Device Modern “business grade” or “ruggedized” Windows notebook
Processor Multi-core processor (i5 or higher, 4-thread, 2.6 Ghz +), Intel® CoreTM or
newer Intel® Series
RAM Memory 16 GB or more RAM (4 GB must be available for PremierOne Mobile)
Available Disk Space 20 GB or more available disk space; SSD (Solid State Drive) recommended
Operating System Windows 10 Professional or higher (64-bit recommended)
Network Interface Card Wireless communications minimum 3G network, 4G/5G network
recommended
Network Middleware Mobile Virtual Private Network (mVPN) with routing and IP persistence
to PremierOne system network
Display 1024 x 768+ pixel resolution display minimum, 16+ bit color display, 11.6”
or larger display.
Usage on devices with alternative resolutions and smaller screens should
be tested and screen settings optimized. Example: On a 10.1” WUXGA
screen, use a resolution of 1280 x 800 and a font size of 125%.
Keyboard/Mouse Standard QWERTY Keyboard with 12 Function Keys and Touchpad / Point
Stick (or equivalent mouse device)
Touchscreen Optional
Graphics Adaptor Discrete graphics card with at least 256 MB of RAM
Additional Required Software
Applications for PremierOne
Mobile
Adobe PDF reader (for help files)
SQL Server Express 2019 CU level supporting TLS 1.2 is required.
Microsoft .NET Framework v4.8
Additional Required Software
Applications for PremierOne
Mobile Mapping
ArcGIS Engine 10.6.1 for Classic Map
Microsoft Visual C++ Redistributable for Visual Studio 2017
Mobile Symbology Map Format
Required
MMPK format with locator and routing features with a separate MMPK
with night mode symbology, if required
PremierOne Android/iOS Devices
• Android smartphones and tablets with Android 12 – 14 or newer
• iPhones and iPads with iOS 15 - 17 or newer
*Note: Motorola strives to have PremierOne Mobile iOS/Android compatible with +/- 2 versions of the latest
handheld cellular devices. At the creation of this document, PremierOne CAD R4.4 to R4.6.13 are compatible with
the latest iOS/Android operating systems.
PremierOne GIS Workstation
The Customer will procure and provide GIS workstation hardware that conforms to the requirements
laid out in this section.
• 10.3 ArcGIS Pro, and Network Analyst extension software
CommandCentral Aware Workstation
The Customer will procure and provide Aware workstation hardware that conforms to the minimum
requirements laid out in this section.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 122 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 97
• Processor–– similar to a 3.0 GHz (12 cores).
• Memory––32 GB.
• Drive––One NVMe 512G SSD.
• NIC––1 GB dual port NIC.
• OS––Windows 11 Professional.
• Graphics Card–– Similar to NVIDIA Quadro P2000
• 27–inch Narrow Bezel IPS Display, 2560X1440
7.2.1 Network and Other Environment Specifications
Unless otherwise stated in this SOW, the Customer will provide a network environment that conforms to
the requirements laid out in this section. The Customer will provide an environment sufficient to support
the transaction volume generated during Customers peak operational periods.
Customer Network Requirements
Motorola Solutions’ system requires TCP/IP protocol for connectivity. All servers and workstations will
connect to the Customer’s existing network. The Customer will provide access to facilities and a
dedicated resource knowledgeable on the Customer’s WAN/LAN. The Customer will supply IP
addresses and a mechanism for maintaining IP persistence. Desktop, Mobile, and Handheld clients
require a persistent IP address from the time the application is opened to the time the application is
closed.
Motorola Solutions’ delivery model is reliant upon our ability to perform some tasks remotely, which
requires secure, remote broadband access for remote deployment, monitoring, and support of the
system. Customer-provided high-speed internet access with a minimum bandwidth of 10 Mbps is
required at the time of project kickoff and must remain available to Motorola Solutions throughout
warranty and support periods to accommodate remote support of the system. In the event that
dedicated links are required, a minimum of 7.5 Mbps upload and download access is required. It is the
Customer's responsibility to ensure that the aforementioned capacity is available. In the event remote
broadband access is not available to Motorola Solutions, preventing us from delivering the contracted
service remotely, Motorola Solutions will provide service on-site at additional cost. The additional cost
will be presented to the Customer via the change provision of the contract prior to the delivery of the
on-site service.
PremierOne System CAD Client Network Requirements
The system is dependent on the Customer’s LAN for client workstation performance. The estimated
network requirement per CAD client with typical usage is 0.8 Mbps – 1.2 Mbps. The recommended
built-to bandwidth is 2 Mbps per workstation. Peak load events (e.g. login) require higher bandwidth
and higher bandwidth will generally be required for sites with higher quantities of users and greater data
intensive operations such as complex map annotation sets and map manipulation if the data resides on
the server. The bandwidth recommendations account for the operation of the LAN client to “not exceed
the values” with the map data being stored locally on the client workstation. Additional bandwidth will be
required for the transfer of large multimedia files, premise hazard data files and other large
attachments.
Network latency plays a key role in the responsiveness of CAD client operations. The system is
designed for optimal use on a local network environment where latency is very low. It is important that
efforts be made to provide the lowest latency possible between the system CAD servers and each CAD
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 123 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 98
client. PremierOne requires latency of no greater than 20ms round-trip from the client to the servers
and back.
7.2.2 CommandCentral Network Connection Requirements
CommandCentral CAD client connections must meet the following requirements:
• Stable internet connection.
• Small Jitter (packet delay variation) - below 200ms, recommended <30ms.
• Small Ping roundtrip time - below 100ms, recommended <80ms.
• Small Packet Loss - no more than 1%.
• Bandwidth: 1.25 Mbps per fixed client (will vary with specific usage). Some transactions will pull
far more than this value if the network can support it. Smaller values will result in decreased
client performance.
• Provide cloud connectivity services for desktop CAD user clients per specifications.
• While City can provide an enterprise grade fiber optic internet connection, variances in internet
stability between City’s internet provider and Motorola may vary.
7.2.3 Mobile and Handheld Cellular Network Requirements
PremierOne Mobile and Handheld Cellular functionality is designed for 4G and high-end 5G networks.
4G network connectivity is required, but faster 5G connectivity is highly recommended. The Customer
will provide a 4G/5G wireless network infrastructure and connectivity with routing between the Mobile
clients and the cloud that meets or exceeds these minimum requirements.
Customer Responsibilities
1. Supply Mobile Device Management (MDM) software for Handheld devices.
2. Supply Mobile Device Management (MDM) software for Mobile devices, as desired by the
Customer.
3. Provide wireless connectivity for mobile clients to the Azure cloud. Optimal application
performance on mobile workstations requires 4G connectivity.
7.2.4 Aware Network and Bandwidth Requirements
• Two (2) static IP addresses, corresponding subnet masks/default gateway, and available NTP
and DNS IP to the Cloud Anchor Virtual Machines.
• Three (3) static IP addresses, corresponding subnet masks/default gateway, and available NTP
and DNS IP to the Cloud Anchor Server.
• One (1) network port for each VMS server.
• One (1) network port for each VMS analytics appliance
• Provide network ports that are 1GB capable and network routable.
• Minimum bandwidth needed between the CAD server and the CommandCentral Aware platform
is 1.1 Mbps.
• Low latency is critical for real–time operations. The speed with which data appears on the
Aware display depends in large part on how quickly the information is presented to the Aware
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 124 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 99
interface. Major contributors to the latency are network delays and the delay time from
occurrence of an event to when that event information is presented to Aware from the source
application (i.e., CAD, AVL, ALPR, etc.). Consequently, although the Aware strives to provide
near–real–time performance, Motorola provides no guarantees as to the speed with which an
event (or video stream) appears on Aware once the event is triggered.
7.2.5 Vigilant LPR Requirements
Bandwidth requirements:
• 1 Gbps hardwire switched network between the Vigilant server and Aware Server.
• Upload of ALPR data to the LEARN backoffice requires approximately 350 Kbps for each scan
per second. Depending on maximum scan volume, the maximum bandwidth may need to be
adjusted.
• The RTSP video feed from cameras requires a 1Gbps hardwire switched network device to
allow for data communications exceeding four connected cameras.
Firewall requirement:
• CommandCentral Aware Workstation needs access to the IP addresses of Aware Server and
Vigilant server. Access to Cloud platform endpoints.
• Ports that need to be open––TCP 80, TCP 443, TCP 3310 (or custom SQL Database Engine
listening port that might have been configured for security reasons).
• The basic service requirements of the system through a firewalled environment consist of:
HTTPS web based calls to a cloud back–office solution (LEARN) with S3 image storage.
Typically, through a mobile broadband endpoint. A local IP listener for RTSP video stream is
used from cameras with TCP communications.
• Ingress requirements (firewall traffic in): For Wireless Broadband we require TCP port 443 to
communicate with the LEARN server backoffice to receive acknowledgement responses from
the client. Camera Communications: TCP port 2000, 3000, 4000, 5000 (LAN/DSP).
• Egress requirements (firewall traffic out): For Wireless Broadband communications the ALPR
client requires TCP port 443 to communicate with the LEARN server backoffice.
• The HTTPS protocol is primarily used to communicate over TLS 1.2 with 128–bit encryption
ciphers or better. This allows for the upload of ALPR data to the LEARN web services and
request for data from the LEARN services and Google Maps.
7.2.6 ASTRO 25 Radio and Infrastructure Requirements
The solution can be deployed to send location data information using an ASTRO 25 radio equipped
with a GPS receiver with minimum firmware version 7.18.8 and at software version R15.00.00 or later.
ASTRO 25 system release 7.14 or above is required if the data will be sent via the LMR system.
Enhanced Data and Intelligent Middleware (IMW) in addition to a firewall to connect the system CEN
and internet securely including a packet data gateway and GGSN for each zone are used to send the
location updates and events can be enabled as part of that effort. Customer will be responsible to
provide internet connection and will allow Motorola to add any necessary firewalls.
• GPS Activation and Enabled.
• Packet Data Interface.
• Enhanced Data Enabled.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 125 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 100
- Supported on portables––APX 8000, APX 7000, APX 6000, APX 4000, APX 3000.
- Supported on mobiles––APX 7500, APX 6500, APX 4500.
• Enhanced Data Port List set to 4001.
ASTRO 25 Voice Priority
ASTRO Enhanced Data subscribers give priority to voice transmissions over data.
7.2.7 Equipment Server Rack Specifications
The following tables provide Server Rack specifications needed to meet shipping and installation
requirements. This table will be updated once the hardware list has been finalized
Table 7-1: Server Rack Specifications
Component Specifications
Server Rack Dimensions: 78.9 in. x 39.7 in. x 24 in.
Shipping Dimensions (with packaging materials): 86.2 in. x 48 in. x 35.6 in.
Shipping Weight: 614 lbs. Total
Installed Weight 385 lb. – Rack – Equipment 1089– Total
Maximum Load of Rack: 3000 lb.
Minimum Cabinet Clearance: Front: 48 inches
Back: 30 inches
Power Distribution Units HPe 4.9kVA 208V
Power Requirements and Heat Output
The following tables provide representative examples of the power utilization, heat output, and the
temperature ranges for the various components of the system and the electrical circuits needed by the
overall system. It is important to note that these numbers represent an estimate only. This table will be
updated once the hardware list has been finalized.
Table 7-2: Power Requirements and Heat Output
Component Max Total Power
(Watts)
Total Heat Generation
(BTU/hr.)
System Rack 6175 18000
Cooling airflow through each server rack enclosure is front-to-back. Because of high heat densities and
hot spots, the Customer must ensure that an accurate assessment of airflow into and out of the server
equipment has been performed. This is essential for reliable server operation. Airflow assessment is
not within the scope of Motorola Solutions’ responsibility.
Table 7-3: Temperature and Humidity Ranges
Specification Operating
Temperature Range 50°F to 95°F
Relative Humidity Range 20% to 80% (non-condensing)
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 126 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
Hardware, Network, and Environmental Specification
Page 101
Circuit Requirements
The system racks require a specific type of connector due to the type of equipment housed in each
rack. The power circuit requirements for each system server rack are contained in the table below.
Table 7-4: PremierOne Server Rack Circuit Requirements (per rack)
Voltage (VAC) Dedicated Branch
Circuit Rating (A)
Quantity Line Cord
208 30 4 NEMA L6-30P
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 127 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 102
Section 8
PremierOne Interface
Functional Descriptions (IFDs)
8.1 Summary of Interfaces
The Interfaces with Interface Functional Descriptions (IFDs) contained within this section are summarized in the
below table.
Interface Name Interface Summary Description
Axon Data Feed for BWCs Outbound Calls For Service Records fed to Axon for purpose of
automatically categorizing body worn camera video with incident
information.
CLETS/NCIC Queries from
CAD (State Query)
Query the State of California Law Enforcement
Telecommunications System (CLETS) and National Law
enforcement Telecommunications System (NLETS) via a
connection with the San Diego Sheriff’s Department to find out
information about property, people, warrants, etc.
Crossroads Citation Queries SQL Stored Procedure Query of Third-Party System to provide
information about previous moving violation citations and
warnings issued via Crossroads that have been issued by the
Carlsbad Police Department.
Crossroads Traffic Accident
Queries
SQL Stored Procedure Query of Third-Party System to provide
information about vehicles or people that have been reported in
Crossroads involved in collisions.
Legacy Query SQL Stored Procedure Query of Third-Party System to provide
legacy CAD data information to the new CAD system.
NetRMS Data Feed from CAD Outbound Calls For Service Records Data Feed to provide the
Police Department’s Records Management System, NetRMS,
incident information and case information.
NetRMS Queries from CAD SQL Stored Procedure Query of Third Party System to provide
information on property and people involved in previous case
reports.
Niche RMS Data Feed from
CAD
Calls for Service Data Feed Interface to provide the Police
Department’s future Records Management System hosted by the
San Diego Sheriff’s Department, Niche, incident information and
case information.
Niche RMS Queries Query Third Party System/ SQL Stored Procedure Query of
Third-Party System to provide information on property and people
stored in the future Niche RMS. This will include information from
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 128 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 103
case reports migrated from NetRMS to Niche. (Migration of data
from NetRMS to Niche RMS is not in the scope of this project.)
SpidrTech Data Feed Outbound Calls For Service Records Data Feed provided to a
Third Party vendor that provides customer relation management
functionality (notifications, surveys, etc.)
8.2 IFDs vs ISDs
The purpose of each IFD is to provide a high-level functional description of the interface for purposes of
establishing expectations on what the interface is expected to do. This may include descriptions on how
the interface will be used and provides high-level functional requirements and diagrams of how the
interface works between third-party systems.
ISDs will be built upon the IFDs and are the technical specification descriptions that will be used by
technical resources to develop the interface. These specifications include detailed data requirements,
finalized methods of interface connectivity, confidential network connectivity routing requirements, and
other necessary technical design information. These specifications are not to be included in the
ordering documents but are included in the Statement of Work in sections 2.3.4 Interface Planning
Sessions-Teleconference/Web Meetings and section 2.7-Interface Deployment as a deliverable for
interface planning and deployment criteria.
Those Interfaces in section 1.5.3-PremierOne CAD Interface Strategy described as “Integrations” and
“Connectors” have already been developed by Motorola, and therefore do not require Interface
Functional Descriptions (IFDs) and Interface Specification Descriptions (ISDs).
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 129 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 104
8.3 Priority of Query Returns
When CAD is used to query Third-Party Systems with CLETS/NCIC Queries from CAD (State Query)
via a CAD Query form, CLETS/NLETS Queries are always to be returned as soon as the response
message is received. CLETS/NLETs State Queries are not to be compiled with any other Third-Party
system query returns as illustrated in the following diagram:
Premier One CAD External System Query Functional Flowchart
Ne
t
R
M
S
/
Ni
c
h
e
P1
CA
D
Cr
o
s
s
-
ro
a
d
s
Co
l
l
i
s
i
o
n
s
Cr
o
s
s
-
Ro
a
d
s
Ci
t
a
t
i
o
n
s
Le
g
a
c
y
CA
D
CL
E
T
S
/
NL
E
T
S
Start
CLETS/NLETS
State Query
Submitted
CSI Query
Consolidator
End
Query
Submitted via
SQL Stored
Procedures
Query
Submitted via
SQL Stored
Procedures
Query
Submitted via
SQL Stored
Procedures
Query
Submitted via
SQL Stored
Procedures
CLETS Data
Returned and
Provided to User
Drill Down Info
Wanted?
Detailed
NetRMS/Niche
Query
Detailed
Collision Query
Submitted
Detailed
Citation Query
Submitted
Detailed
Legacy CAD
Query
Yes
Drill Down Info
Presented-One
at a time
No
Data Compiled in
One report via CSI
Query
Consolidator and
Provided to User
Query Info
Submitted
CLETS/NLETS
State Query
Submitted
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 130 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 105
8.4 Query responses
Query result types will be presented to the CAD user as follows:
1. Provide the Data Returned in the format desired
2. Provide a statement when no data is returned from the Third-Party System
3. Provide a message about any errors from Third Party System when connectivity isn’t
established
Interface Name Overview Likelihood of Change Connection Destination
Axon CSI places a file on a city file
server.
Unlikely City File Server
California State Query CSI connects to County IBM
MQ server
Likely County Server
NetRMS NetRMS Connects to CAD
Database
Likely NetRMS Server
Niche CFS CSI creates XML Highly Likely Niche Server
Niche Query CSI calls Niche API Highly Likely Niche Server
SPIDR Tech CSI Calls SPIDR Tech web
service
Unlikely https://engage.spidrtech.com
SQL Stored
Procedure
CSI calls stored procedure on
City database server
Unlikely City database server
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 131 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 106
8.5 Interface Functional Descriptions
8.5.1 Axon Interface
The Axon (Evidence.com) - Calls for Service (CFS) Law Data Feed Interface ("Interface") allows CAD
to provide CFS data to the Axon system. The Interface will be sending incidents and unit information
from the PremierOne CAD reporting data warehouse to a specified Windows file share. The intent is to
relate call for service data with video files containing body worn camera footage. The Interface provides
the final snapshot of the call for service incident at the close of the active call in the PremierOne CAD
system. Data Elements included in this Interface are provided in the Supported Data Elements section
of this document; the functionality and data set provided with this Interface are predefined and non-
negotiable. The exported file format will be an Axon approved file format such as a Comma Separated
Value (CSV) file.
Supported Use Cases
• The Interface sends the specified incident and incident unit data to the designated Windows file
share at the close of the active CAD call for service incident
Interface Diagram
High Level Technical Requirements
Target System
Version
Target System
Connection Protocol
Send
Only
Receive
Only
Bidirecti
onal
Acknowledge
Received / Send
Latest version Windows File Share X
NOTE: Any other type of connection to the 3rd party system (e.g. SOAP/REST API, SFTP) or file
format (e.g. JSON or XML) is not supported for this Interface design.
The Interface will send incident and unit data in a CSV file. The interface will run periodically (every five
minutes) and will generate a file if incidents have closed since the last time the interface ran. This file
will contain a header row listing the fields contained in the file and one data row per officer that was
assigned to now-closed incidents.
Exceptions are logged by the interface in the Windows Event Viewer and in the CSI Database
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 132 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 107
Assumptions
The Axon Integration Runtime Service will support transfer of data from the Windows File Share to the
Axon cloud.
The customer will allow write access to the configured Windows file share location for the Interface user
account.
The list(s) of coded values such as officer badge numbers and incident type codes sent as part of the
payload for this Interface will be synchronized and maintained between the customer and Axon
(Evidence.com)
8.5.2 CLETS/NCIC Queries from CAD (State Query)
Functional Description
The State and NCIC Query Interface ("Interface") allows the PremierOne Suite users to submit
transactions to the California Law Enforcement Telecommunications System (CLETS) and other
systems that are connected to this message switch. These transactions are most typically ones that
perform inquiries, although transactions that enter, modify, locate, and clear information are also
possible. The State Message Switch provides links to State systems such as the Department of Motor
Vehicles (DMV) and national law enforcement systems like National Crime Information Center (NCIC).
Query requests can be made from PremierOne CAD or Mobile clients. The PremierOne Suite Query
Service processes the request and determines which data source(s) can fulfill the request. This
information is then passed to the PremierOne Suite Interface component, which translates the request
to XML messages and passes it on to middleware provided to Motorola Solutions by CommSys called
ConnectCIC. ConnectCIC handles the State connection and translates the messages to the query
strings required by the State. The State Message Switch forwards the request to the appropriate
system.
When a response is received, ConnectCIC parses and returns the response to the PremierOne Suite
Interface component as an XML message. The Interface parses the response and forwards it to
PremierOne Suite Messaging Service, which handles the routing of the query response to the
requestor. User access to the query forms is managed by the user roles provisioned in the PremierOne
Suite.
Supported Use Cases
• An authorized PremierOne Suite user can select a query type, enter the required query parameters
and submit the query using a Query Request form and get a response back to PremierOne CAD
o Query responses are displayed in the Query Responses tab of the query window. They may
also be displayed in a dedicated window outside of the main CAD client window.
▪ Query Request forms are built upon the underlying data supplied by the External System.
• Query Responses can be formatted for Workstations and Mobile clients.
• Query formatting is done using Extensible Stylesheet Language Transformations (XSLT) and the
result is displayed using Hypertext Markup Language (HTML)
o The HTML transformation provides an enhanced level of formatting beyond the raw text that is
returned in the query responses
o The enhanced formatting can be helpful to call out specific data elements, or display images if
they are included in the response from the External System
▪ The query response sent back from the State Message Switch is a block of text. This text will be
displayed to the user
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 133 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 108
• A structured response may also be used to populate the person or vehicle information in an
incident, without requiring the retyping of the information from a response. Structured responses will
be provided for all returns when possible
o The user may run a query on a driver using their operator license number, and then use this
feature to populate CAD the person form with the person’s details from the query response
o Cascading and drill-down queries can be provisioned by using details from the structured query
response as input to subsequent queries.
o Cascading queries run automatically using these results and a drill-down query is run when the
user clicks on the hyperlink on the response form
o Structured responses are desired from California, Texas, Florida, New York, Utah, Arizona and
New Mexico, as these are the most common states that we receive returns from.
• In addition to running a query from a query form, Motorola Solutions allows a query to be run from
the CAD command line. This allows a user to run a vehicle query by entering a command such as
“VEHQ.FPX302.VA.PC” rather than displaying a form and then entering the license plate and state
• The PremierOne Suite may be provisioned to run a query type using the information for a person or
vehicle that has been attached to an incident. The query may be run automatically whenever a
person or vehicle is entered, or when the user requests the query type be submitted
High Level Technical Requirements
Target System Version Connection
Protocol
Send
Only
Receive
Only
Bidirectional Acknowledge Received / Send
Latest Version of ConnectCIC
for the region (State/County)
TCP Query
• Connectivity needs to be established between PremierOne Suite and the State Message Switch,
over the Customer Enterprise Network, using TCP protocol. The connection needs to meet the
State’s security requirements
• Motorola will provide expertise and support for middleware necessary to pass messages between
county/state (currently IBM WebSphere MQ
• PremierOne Suite exceptions are logged in both the Windows Event Log on the application server
and the PremierOne Suite database
• CommSys ConnectCIC logs query errors and parsing issues to the ConnectCIC log file on the
PremierOne Suite application server
• User access to the query types are managed by user roles in PremierOne CAD Provisioning.
Permission has to be granted for each query type.
• Query fields may be pre-populated to default values where appropriate (e.g., "VA" for State)
• Users need to be certified according to the State requirements and have a valid user account to
access the State system. Devices used to submit queries must also meet the State security
requirements
• The query response is dependent on the State connection and response time of the data sources.
Query responses are displayed as it is received from the external data source
• Customer is responsible for contacting Motorola Solutions when changes occur in the Interface or
Customer Enterprise Network, which might affect the Interface
• Customer is responsible for maintaining user credentials, ORIs and Mnemonics as required by the
State.
• Customer is responsible for contacting Motorola Solutions when State changes the parameters or
the response formats of the queries
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 134 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 109
Interface Diagrams
The following diagrams represent the data flow between various applications and phases of the
interface design flow
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 135 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 110
Supported Queries
The following transactions will be supported by this interface:
• Articles (QA)
• Boats (QB)
• Driver’s License, both in and out of state (DL and KQ)
• Guns (QG)
• Missing Person (QM)
• Wanted Person (QW)
• Vehicle Registration, both in and out of state (QV and RQ)
• Vehicles Registered To (VRT)
In and out of state queries will be controlled by including a State field on the query forms.
CLETS/NLETS Queries are to be returned as soon as the response message is received and are not to
be compiled with any other system query returns.
8.5.3 NetRMS Data Feed from CAD
Functional Description
The NetRMS – Call For Service (CFS) Data Feed Outbound Interface (“Interface") allows Motorola
Premier One CAD to provide CFS data to the Motorola NetRMS police records system. PremierOne
CAD will provide dispatch services for the customer in response to calls for service (CFS). When the
CFS record is created, unit is dispatched, report number is created, updates occur, or incident is closed
by the dispatcher, the Interface will trigger to export the incident. CSI running on CAD will extract
incident and unit information from the PremierOne CAD reporting data warehouse and send the data to
the NetRMS CSI. The NetRMS CSI will insert the data into the NetRMS database.
The exported data will match the NetRMS schema through a transformation step in the Interface
workflow. This interface design supports an outbound-only data feed and as such does not support any
acknowledgement from NetRMS to PremierOne CAD or the PremierOne CAD Client, all actions by the
Interface are transparent to users in PremierOne CAD or NetRMS.
Supported Use Cases
1. The Interface sends the specified incident to NetRMS when a CAD incident call for service is
created
2. The Interface sends the specified incident and incident unit status information to NetRMS when
updates occur and or when the incident closes
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 136 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 111
Interface Diagram
NetRMS EnvironmentPremierOne CAD Environment
PremierOne CAD
Client
PremierOne CAD
Server
PremierOne CAD
Reporting Data
Warehouse (RDW)
PremierOne CAD
Common Service
Interface (CSI)
PremierOne CAD
Common Service
Interface (CSI)
NetRMS
High Level Technical Requirements
Target
System
Version
Target System
Connection Protocol
Send
Only
Receive
Only
Bidirec
tional
Acknowledge
Received / Send
Latest version CSI X
The Interface will filter to send for specified agencies in the PremierOne CAD system
The interface will run periodically (every 2 minutes) and will check the Reporting Data Warehouse
(RDW) for PremierOne CAD to find any changes in the CAD event data view tables. Because of the
reliance on a Reporting Data Warehouse, delays of 30 seconds or more are expected in order to
replicate the production data from PremierOne CAD to the RDW for view by the Interface. Exceptions
are logged by the interface in the Windows Event Viewer and in the CSI Database.
The Common Services Interface (CSI) was installed on the NetRMS environment to accept data from
the PremierOne CAD RDW.
• The Interface will need a SQL account
o Read-only permissions
o Username and password defined and configured for the Interface to use for retrieving data
from the PremierOne CAD RDW
Assumptions
• This interface will provide CFS data based off 5 triggers
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 137 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 112
o CAD incident is created
o Unit is dispatched
o Report Number is assigned
o Updates on incident occurring (such as comments, if included in the interface).
o CAD incident is closed
8.5.4 Niche RMS Data Feed from CAD
Functional Description
The Niche Technology CFS Data Feed Outbound Interface allows PremierOne CAD to provide
PremierOne data to the Niche Records Management System (Niche RMS). The PremierOne CAD
system will send transactional updates from CAD to the PremierOne CAD ReportingDW database
within 30 seconds of an update in CAD. The Common Services Interface (CSI) system in PremierOne
will then package the incident information from the ReportingDW database and format it into a Motorola
Incident Export XML file. This file will then be transferred to the Niche RMS system either by means of
a shared folder or by SFTP.
The interface will be configurable by agency and create files for each incident that has been created or
updated (including closing) since the last time the interface ran, unless a time limit (to be determined in
the ISD) is reached. Each file will contain a complete set of current information for the incident,
including all comments and units that have ever been dispatched to the incident.
Logging will be held within the CSI engine and a table in the database. For file transfers, files will be
saved for a certain period of time, configurable between two weeks to a month to allow troubleshooting
of issues and investigations.
The files created by this interface will either be placed on a customer-supplied file share or sent to a
customer-supplied SFTP server.
Supported Use Cases
• The Interface sends the specified incident to Niche when a CAD incident call for service is
created
• The Interface sends the specified incident and incident unit status information to Niche when
updates occur and or when the incident closes
High Level Technical Requirements
Target System
Version
Connection Protocol Send Only Receive Only
Latest
Version
File transfer by shared
folder or SFTP
X
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 138 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 113
Interface Diagram
The following diagram illustrates the components of this interface
Data Generation
Within the CSI engine there are a number of components configured for each interface. A database will
read the components, will select the incident numbers since the last interface was ran, then the next
component will retrieve the details for those incidents, the SQL retrieval will return the data as an XML
object. A file writer will write the file to disk. If an SFTP transfer is required, then there would be an
SFTP component that would send the file to Niche.
8.5.5 Niche RMS Queries
Functional Description
The Niche Query Interface ("Interface") allows the PremierOne Suite users to submit query transactions
to the Niche Technology RMS. These transactions will search for and return data that is stored within
the customer’s records system.
Query requests can be made from PremierOne CAD or Mobile clients. The PremierOne Suite Query
Service processes the request and determines which data source(s) can fulfill the request. This
information is then passed to the PremierOne Suite Interface component, which invokes the Niche Web
Service to perform the query. The response from this web service is returned to the PremierOne Suite
Interface component as an XML message. The Interface processes the response and forwards it to
PremierOne Suite Messaging Service, which handles the routing of the query response to the
requestor. User access to the query forms is managed by the user roles provisioned in the PremierOne
Suite.
Supported Use Cases
• An authorized PremierOne Suite user can select a query type, enter the required query parameters
and submit the query using a Query Request form and get a response back to their PremierOne client
o Query responses are displayed in the Query Responses tab of the query window. They may
also be displayed in a dedicated window outside of the main CAD client window.
• Query Request forms are built upon the underlying data supplied by the Niche RMS web service.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 139 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 114
• Query Responses can be formatted for Workstations and Mobile clients.
• If the Niche Query web service returns the response as a block of text, this text will be presented to
the user as-is.
• If the Niche Query web service returns a structured response (a response with each data element in
its own field) the response will be formatted for display to the user. Query formatting is done using
Extensible Stylesheet Language Transformations (XSLT) and the result is displayed using
Hypertext Markup Language (HTML)
o The formatting can be helpful to call out specific data elements, or display images if they are
included in the response from the External System
• A structured response may be used to populate the person or vehicle information in an incident,
without requiring the retyping of the information from a response.
o The user may run a query on a driver using their operator license number, and then use this
feature to populate the person form with the person’s details from the query response
o Cascading and drill-down queries can be provisioned by using details from the structured query
response as input to subsequent queries.
o Cascading queries run automatically using these results and a drill-down query is run when the
user clicks on the hyperlink on the response form
• In addition to running a query from a query form, Motorola Solutions allows a query to be run from
the CAD command line. This allows a user to run a vehicle query by entering a command such as
“VEHQ.FPX302.VA.PC” rather than displaying a form and then entering the license plate and state
• The PremierOne Suite may be provisioned to run a query type using the general information for a
person or vehicle that has been attached to an incident. The query may be run automatically
whenever a data for a query is entered, or when the user requests the query type be submitted
High Level Technical Requirements
Target System Version Connection
Protocol
Send
Only
Receive
Only
Bidirectional Acknowledge Received / Send
Latest Version of the Niche
RMS system
TCP Query
• Connectivity needs to be established between PremierOne Suite and Niche RMS, over the
Customer Enterprise Network, using TCP protocol or encrypted protocols that meet CJIS
requirements.
• PremierOne Suite exceptions are logged in both the Windows Event Log on the application server
and the PremierOne Suite database
• User access to the query types are managed by user roles in PremierOne CAD Provisioning.
Permission has to be granted for each query type.
• Query fields may be pre-populated to default values where appropriate (e.g., "CA" for State)
• The query response is dependent on the response time of the Niche Query API. Query responses
are displayed as they are received from the external data source
• The customer is responsible for providing documentation on Niche RMS query API to Motorola
Solutions.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 140 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 115
• Customer is responsible for contacting Motorola Solutions when changes occur in the Interface or
Customer Enterprise Network, which might affect the Interface
• Customer is responsible for contacting Motorola Solutions if Niche Technology changes their query
API
Interface Diagrams
The following diagrams represent the data flow between various applications and phases of the
interface.
Supported Queries
The queries that will be ran against Niche will be based on same data that is entered for the
CLETS/State Queries. The queries will involve the data entered for the following list of state queries:
• Articles (QA)
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 141 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 116
• Boats (QB)
• Driver’s License, both in and out of state (DL and KQ)
• Guns (QG)
• Missing Person (QM)
• Wanted Person (QW)
• Vehicle Registration, both in and out of state (QV and RQ)
• Vehicles Registered To (VRT)
8.5.6 SpidrTech Data Feed
Functional Description
The SPIDR Tech - CFS Data Feed Outbound Interface allows PremierOne CAD to provide PremierOne
data to the SPIDR Tech System (SPIDR Tech). The PremierOne CAD system will send transactional
updates from CAD to the PremierOne CAD ReportingDW database within 30 seconds of an update in
CAD. The Common Services Interface (CSI) system in PremierOne will then package the incident and
unit information extracted from the ReportingDW database and send it to SPIDR Tech via the SPIDR
Tech Application Programming Interface (API). This will include information for Incidents, Incident
Locations, and Callers.
The SPIDR Tech calls for service structure, as well as the event structure will be used to send new and
updated CAD incidents to SPIDR Tech throughout the life of the incident. The Incident Number value
from PremierOne CAD will be placed into the Cad event number element to uniquely identify the
incident to SPIDR Tech through the multiple updates. The CAD Incident Number value will also be
placed into the incident number element.
The SPIDR Tech calls for service will be used the first time a CAD incident is sent by the interface.
Thereafter, the interface checks for updates to the incident every 60 seconds and sends a SPIDR Tech
event structure containing the revised information for the incident if updates have been made.
Supported Use Cases
• PremierOne sends new Incident, Incident Location, and Incident Caller data to SPIDR Tech.
• PremierOne sends updated Incident, Incident Location, and Incident Caller data to SPIDR Tech
• PremierOne sends officer contact information to SPIDR Tech.
Specific Technical Requirements
Target System
Version
Connection
Protocol
Send Only Receive Only
Latest Version Web Service X
Interface Diagram
The following diagram illustrates the components of this interface.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 142 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 117
8.5.7 Stored Procedure Queries- Crossroads Citation Queries, Crossroads
Traffic Accident Queries, Legacy Queries, NetRMS Queries from CAD
Functional Description
The Stored Procedure Query Interface allows PremierOne Suite users to query a customer of third
party systems by sending requests to a customer developed and maintained stored procedure. This
stored procedure is passed the parameters entered by the user on a query form and returns the results
as XML which is then converted to HTML for display to the user by a customer-written XML
transformation.
Query requests can be made from PremierOne CAD or Mobile clients. The PremierOne Suite Query
Service processes the request and determines which data source(s) can fulfill the request. If the data
source is a stored procedure query, the query information is then passed to the Common Services
Interface (CSI) component that makes the call to the stored procedure and returns the results to the
PremierOne Suite Query Service.
Supported Use Cases
• An authorized PremierOne Suite user can select a query type, enter the required query parameters
and submit the query using a Query Request form and get a response back to PremierOne CAD
o Query responses are displayed in the Query Responses tab of the query window. They may
also be displayed in a dedicated window outside of the main CAD client window.
• Query Request forms are built upon the underlying data supplied by the External System.
• Query Responses can be formatted for Workstations and Mobile clients.
• Query formatting is done using Extensible Stylesheet Language Transformations (XSLT) and the
result is displayed using Hypertext Markup Language (HTML)
o The HTML transformation provides an enhanced level of formatting beyond the raw text that is
returned in the query responses
o The enhanced formatting can be helpful to call out specific data elements, or display images if
they are included in the response from the External System
• A structured response may also be used to populate data.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 143 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 118
o The user may run a query on a driver using their operator license number, and then use this
feature to populate the person form with the person’s details from the query response
o Cascading and drill-down queries can be provisioned by using details from the structured query
response as input to subsequent queries.
o Cascading queries run automatically using these results and a drill-down query is run when the
user clicks on the hyperlink on the response form
• In addition to running a query from a query form, Motorola Solutions allows a query to be run from
the CAD command line. This allows a user to run a vehicle query by entering a command such as
“VEHQ.FPX302.VA.PC” rather than displaying a form and then entering the license plate and state
• The PremierOne Suite may be provisioned to run a query type using the information for a person or
vehicle that has been attached to an incident. The query may be run automatically whenever a
person or vehicle is entered, or when the user requests the query type be submitted
Specific Technical Requirements
• Connectivity needs to be established between PremierOne CSI and the SQL Server databases
containing the stored procedure.
• PremierOne Suite exceptions are logged in both the Windows Event Log on the application server
and the PremierOne Suite database
• User access to the query types are managed by user roles in PremierOne CAD Provisioning.
Permission has to be granted for each query type.
• Query fields may be pre-populated to default values where appropriate (e.g., "CA" for State)
• The query response time is dependent on the response time of the SQL Stored Procedure.
• Customer is responsible for contacting Motorola Solutions when changes occur in the Interface or
Customer Enterprise Network, which might affect the Interface
Interface Diagrams
The following diagrams represent the data flow between various applications and phases of the
interface.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 144 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Interface Functional Descriptions (IFDs)
Page 119
Supported Queries
This interface will support queries to the following databases:
• Crossroads Accidents
• Crossroads Citations
• Legacy CAD Data
• Net RMS Data
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 145 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 120
Section 9
PremierOne Training Plan
9.1 OVERVIEW
Motorola Solutions considers training to be an extremely important aspect of the adoption of a new
solution and requires working closely with the Customer. Motorola’s instructors are certified through the
Learning and Performance Institute’s Trainer Performance Monitoring & Assessment (TPMA) program,
as well as their Online Learning Facilitators program. Motorola uses a Learning experience Portal
(Learning experience Portal or LXP) for both online and virtual training.
9.2 CUSTOMER TRAINING ROLES
9.2.1 Customer Training Representative
During the Project Planning Phase, the Customer will designate a Customer Training
Representative. This individual will be the contact for the Learning experience Portal Learning
experience Portal and Motorola trainers. The Customer Training Representative will provide Motorola
user names and email addresses so access to the LXP can be completed.
The Customer Training Representative should be familiar with the Customer's daily operations and
must attend (or designate a replacement) each Motorola educational course. Motorola trainers will rely
on this representative to be the one point of contact for Motorola staff when policy and procedural
questions arise, act as course facilitator, and act as the Customer's educational monitor.
The Customer will also identify the personnel who will serve as trainers. These individuals must
participate in all the Train-the-Trainer courses. In addition to the skills described below, the Customer’s
trainers must have prior experience as a classroom instructor and a thorough understanding of the
Customer's operations. Other courses will require participants from different areas of the Customer's
operations as shown in the individual Motorola training course descriptions below.
9.2.2 Learning Management Administrator
The Customer will assign a Learning Management Administrator during the Project Planning Phase of
the Project. The Learning Management Administrator will attend the Learning experience Portal
Learning experience Portal Admin Overview and will be given the ability to add/modify users, run
reports, and add/modify groups within the panorama. They can also build Groups, a more granular
segmentation of the LXP that is generally used to separate learners of like function (i.e. dispatchers,
call takers, patrol, Fire fighter). Learners can be assigned a Learning Path (a collection of courses that
follow a logical order which may or may not enforce linear progress).
9.2.3 Customer Training Attendees
Students should have a typing proficiency of 25 wpm, knowledge of PCs and
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 146 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 121
Microsoft Windows, and have completed course prerequisites as listed in the course descriptions prior
to the training.
9.3 PREMIERONE TRAINING PLAN SCOPE
The following sections delineate the courses that are included in this Agreement.
The following presents each training offering available for each major functional area of the PremierOne
solution. Training will be delivered in accordance with the project schedule. In some cases, courses
may be delivered in a combined training session in order to realize efficiencies in training delivery and
to optimize the training experience of the student.
For example, PremierOne Mobile Provisioning may be appended to a PremierOne CAD Provisioning
course in order to take advantage of the workflow logic and provisioning choices of both functional
areas.
9.3.1 PremierOne CAD
Course Module Number of Courses
Included
On Site Class Size
Learning experience Portal Admin Overview 1 No 4
PremierOne CAD Provisioning Workshop 1 Yes 6
PremierOne GIS Import Training 1 No 4
PremierOne CAD Train-the-Trainer 1 Yes 12
PremierOne CAD End User Training 6 Yes 12
SSRS Report Builder Training in PremierOne for
CAD/Mobile
1 Yes 6
PremierOne CAD Web Client Train the Trainer 1 No 12
9.3.2 PremierOne Mobile
Course Module Number of Courses
Included
On Site Class Size
PremierOne Mobile Provisioning Workshop 1 No 6
PremierOne Mobile Client Installation
(Windows, Android, iOS) Overview
1 No N/A
PremierOne Mobile Train-the-Trainer w/Aware
Map and Incident Viewer overview
2 Yes 12
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 147 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 122
9.3.3 CommandCentral Aware
Course Module Number of Courses
Included
On Site Class Size
End User Training - LXP Computer Based 1 No N/A
Aware Workshop - Virtual 1 No N/A
9.3.4 CommandCentral Investigate End User
Course Module Number of Courses
Included
On Site Class Size
CommandCentral Investigate offerings 1 No N/A
9.3.5 CommandCentral Community Digital Evidence Collection
Course Module Number of Courses
Included
On Site Class Size
CommandCentral Community Digital Evidence
Collection
1 No N/A
9.4 PREMIERONE TRAINING GENERAL INFORMATION
9.4.1 Training Courses
Types of training courses may include the following:
• Administrative Workshops - Provide specialized users with in-depth knowledge on the features,
operational, and administrative functions of the system.
• Train-the-Trainer - Instructor-led classroom training that provides key individuals with extensive
hands-on use of the system using true-to-life incident scenarios so they can develop and
provide training to new users.
• LXP - Online “anytime” training using the Learning experience Portal.
- The output of LXP courses is SCORM 1.2 and these packages can be shared with the
customer. However, there is not an automated mechanism of notifying customers when
updated content is available, so updates would require an additional request from the
customer.
9.4.2 Training Facilities and Schedules
The Customer shall provide facilities for training courses which are alcohol and smoke-free. Both the
on-site and virtual classes will require a computer projector or similar technology that is connected to
high-speed internet to support virtual/video classroom connection to the instructor. The workshop
format also requires multi-monitor student workstations. Students and instructors will dedicate class
time to training and will not be subject to interruptions.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 148 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 123
The Customer will:
• Mutually agree with Motorola on the Training schedules to accommodate the Customer’s shift
operations and other site-specific requirements. Evening courses will end by 11:00 p.m.
Weekends and Holidays will not be used as training days.
• Supply Motorola with a roster of course attendees at least two weeks prior to training courses,
and they will be provided access to pre-requisite training that must be completed prior to the
onsite training course start date.
• Confirm the readiness of all workstations at least two days prior to each onsite training course.
9.4.3 Training Methods and Procedures
Designated Motorola Instructors will provide application instruction using several techniques and
materials, including the following:
• Instructor Lesson Plan - The instructor’s tool for planning the detailed course content on a
module-by-module basis.
• Training Course Agenda - The student handout that outlines the course sequence of events
including duration, and course modules.
• Worksheets, Job-Aids, Quizzes, retention instructional activities.
• Training Course Objectives - The instructor’s predefined course objectives. These are provided
for Train-the-Trainer classes only.
• Evaluations - On the final day of a training class, the students will be asked to complete an
Instructor Evaluation form. They are optional forms and anonymity is acceptable.
• Certificates of Attendance - Students completing the on-site and online classes will receive
Certificates of Attendance.
• Attendance Rosters - Customers will provide to the Motorola instructor a roster listing the names
of training participants ten days prior to the start of the course. Instructors will complete
Attendance Rosters of actual participants for each day of training
• Motorola PremierOne User Documentation - An electronic copy of the applicable Motorola
Reference Manuals and documentation will be provided prior to training.
• The Customer is responsible for duplicating and delivering manuals to participating students
prior to class commencement.
9.4.4 Training Environment
PremierOne CAD and Mobile has a fully functional second environment that can be used for training if
desired. This training environment will enable the Customer's trainers to provide on-going training. This
training environment also allows training to continue without interruption of the real time operations.
Use of the training environment is covered in the Train-the-Trainer classes.
9.4.5 Session Attendance
Motorola is committed to providing a quality training experience and desires that the Customer receive
the maximum benefit from each training session. Each training session has been sized to provide the
optimal training environment that meets the needs of the students in relation to the complexity of the
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 149 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 124
material being presented. Given the nature of the material being presented and the intensity of the
training, it is imperative that maximum course numbers not be exceeded.
In the event the number of students in attendance exceeds the published maximum number of students
and the list of participants identified on the training roster, Motorola will take corrective action, ensuring
the integrity of the session is maintained and the students’ ability to learn is protected. Motorola
corrective action may include:
• Delaying the start of training until the number of students in attendance is in line with the
maximum number of students allowed for the session.
• Splitting the class into multiple sessions. In such a case, the Customer will be charged for
multiple occurrences of the class plus additional expenses, including travel related expenses,
incurred by Motorola Solutions.
• Delaying the classroom training until the Prerequisite training has been completed in the LXP by
each learner.
9.4.6 Learning experience Portal (LXP) Requirements
The LXP is accessed via Internet browser. Motorola will set up an individual instance of the LXP that
provides autonomy to the agency.
Accounts to access the LXP are created for each learner using their email address. All learners
accessing LXP content must have an account in the LXP. A learner will need to have access to the
internet via workstation, laptop, tablet, or smartphone to access learning. These may also be referred to
as clients within the LXP.
Audio accompanies visual display; speakers or headsets for listening are recommended. Course
assessment evaluations are also accessed online. Access to these evaluations in the classroom is
suggested.
9.4.7 LXP Learner Subscription Package
Customer resources will have access to the LXP training materials during deployment throughout the
term of the Agreement and any additional terms. Learner level subscriptions allow access to all
materials available for the applications included in this Training Plan.
9.5 PREMIERONE COURSE DETAILS
9.5.1 Training Course Classifications
Motorola Solutions offers virtual and Learning eXperience Portal (LXP) training for the PremierOne
Suite. Customer resources will have access to the LXP training materials throughout the term of this
agreement and any additional terms. LXP course content is regularly updated and new courses are
made available to Customers on a regular basis. As such, Motorola will provide the Customer with a list
of the most current LXP prerequisite courses at the time of project kickoff.
Training Course Classifications
LXP-P Students must complete LXP prerequisites before attending training.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 150 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 125
Training Course Classifications
LXP-C Training classes are entirely conducted via LXP on demand with no in person training
component.
Virtual Virtual instructor-led training.
Training Course Classifications
In-Person Training from an onsite instructor conducted at the Customer’s facilities.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 151 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 126
9.5.2 Training Course Descriptions
Learning eXperience Portal Admin Overview
Goal Provide training to add/modify users, run reports, and add/modify groups
within the Learning Management Solution.
Training
Classification
Virtual
Training
Material
LXP
Duration Up to one hour in one business day.
Participation Those responsible for the management of assigning and overseeing LXP-C and
LXP-P training.
Class Size Maximum of two students.
Prerequisites ▪ Knowledge of Customer Training Requirements.
▪ Provide Motorola with the names (first and last) and emails of
Customer LXP administrator.
▪ Provide access to learningservices.motorolasolutions.com.
Environment
Setup
Each workstation or device used for LXP prerequisites must have an internet
connection.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 152 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 127
PremierOne CAD Provisioning Workshop
Goal Provide detailed instruction on Computer Aided Dispatch (CAD)
provisioning data files.
Training
Classification
▪ LXP-P
▪ In-Person
Training
Material
▪ PremierOne CAD/Mobile Provisioning Guide.
▪ Course Outline.
Duration ▪ Up to 32 hours.
▪ Online prerequisite training.
Participation Those responsible for making the decisions on configuration options
and have participated in the business process review.
Class Size Maximum of four students.
Prerequisites ▪ LXP Prerequisite training courses
▪ Knowledge of current Mobile and CAD application and configuration
and agency SOPs.
▪ Microsoft and Esri proficiency as defined in the Prerequisites
Section.
Environment
Setup
▪ One workstation for each participant.
▪ Each workstation or device used for LXP prerequisites must have
an internet connection.
▪ CAD workstation for each participant with network connection to
PremierOne CAD.
▪ Projector.
▪ White board (if possible).
▪ Microsoft Excel should be installed on at least one training
workstation.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 153 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 128
PremierOne GIS Import Training
Goal
This course offers the skills and practice necessary to use the
PremierOne Import tool and create the required databases and mxd
docs for CAD and Mobile. The module covers the use of the import
tool to build the required File Geodatabase and load to SQL databases
for the PremierOne system.
Training
Classification
Virtual.
Training
Material
PremierOne GIS System Administrator Training Guide.
Duration Up to 24 hours over three consecutive business days.
Participation GIS personnel and GIS System Administrator(s).
Class Size Maximum of four students.
Prerequisites ▪ Computer knowledge and PC skills including DOS and Microsoft
Windows, and basic PC functionality.
▪ Completion of Windows tutorials or equivalent training.
▪ Basic understanding of geographical data and proficient in the use of
ArcGIS.
Environment
Setup
▪ One GIS workstation.
▪ Connection to the internet (to support screen share ability for virtual
training).
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 154 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 129
PremierOne CAD Train the Trainer
Goal Provide selected personnel with sufficient knowledge to support a
comprehensive end user training program, including use of the
PremierOne CAD Web Client.
Training
Classification
In-person.
Training
Material
▪ CAD User Guide.
▪ Course Outline.
▪ LXP refresher training courses.
Duration ▪ Up to 32 hours over four consecutive business days.
▪ Online prerequisite material.
Participation Instructors who are responsible for the in house training of employees and
for ongoing user training.
Class Size Maximum of 12 students.
Prerequisites ▪ Knowledge of current CAD application and customer operations.
▪ LXP Prerequisite training courses.
Environment
Setup
▪ Each workstation or device used for LXP prerequisites must have an
internet connection.
▪ CAD workstation for each participant with network connection to
PremierOne CAD.
▪ Projector.
▪ White board (if possible).
Note Allow two weeks from the end of train-the-trainer to the beginning of
end user training to allow the customer to build site-specific
documentation and outline for end user classes.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 155 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 130
PremierOne CAD End User Trainer
Goal Provide selected personnel with functional knowledge of CAD and the
PremierOne CAD Web Client features and functions.
Training
Classification
In-person.
Training
Material
▪ LXP prerequisite training courses
▪ CAD User Guide.
▪ Course Outline.
▪ LXP refresher training courses.
Duration ▪ Up to 24 hours over three consecutive business days.
▪ Online prerequisite material.
Participation Call takers/Dispatchers.
Class Size Maximum of 12 students.
Prerequisite s ▪ Knowledge of current CAD application and customer operations.
▪ LXP Prerequisite training courses.
Environment
Setup
▪ Each workstation or device used for LXP prerequisites must have an
internet connection.
▪ CAD workstation for each participant with network connection to
PremierOne CAD.
▪ Projector.
▪ White board (if possible).
Note Allow two weeks from the end of train-the-trainer to the beginning of end
user training to allow the customer to build site-specific documentation and
outline for end user classes.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 156 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 131
PremierOne Mobile Provisioning Workshop
Goal Provide detailed instruction on Mobile provisioning data files.
Training
Classification
▪ LXP-P.
▪ Virtual.
Training
Material
▪ PremierOne CAD/Mobile Provisioning Guide.
▪ Course Outline.
Duration ▪ Up to four (4) two-hour remote Check Point Meetings in accordance
with the Project Schedule.
▪ Online prerequisite training.
Participation Those responsible for making the decisions on configuration options
and have participated in the business process review.
Class Size Maximum of four students.
Prerequisites ▪ LXP Prerequisite training courses.
▪ Knowledge of current Mobile and CAD application and configuration
and agency SOPs.
▪ Microsoft and Esri proficiency as defined in the Prerequisites
Section.
Environment
Setup
▪ One workstation for each participant.
▪ Each workstation or device used for LXP prerequisites must have
an internet connection.
▪ CAD/Mobile workstation for each participant with network
connection to PremierOne CAD/Mobile.
▪ Projector.
▪ White board (if possible).
▪ Microsoft Excel should be installed on at least one training
workstation.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 157 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 132
PremierOne Mobile Client Installation (Windows, Android, iOS) Overview
Goal ▪ Provide selected personnel with sufficient knowledge to install
▪ PremierOne Mobile client software on Windows workstations and
Android or iOS Smart Devices. For Windows, this includes
prerequisite third-party software. If the customer desires, an imaging
solution can be presented.
Training
Classification
LXP-C.
Training
Material
LXP.
Duration ▪ Approximately 1 to 2 hours of online training material specific to the
installation environment operating system.
▪ Given varying complexities associated with the operating system
environment that will support the Mobile Client (Windows, Android,
iOS) the PremierOne CAD Mobile Client Installation course duration
can vary.
▪ Motorola will advise which course applies to your specific installation.
Participation IT staff who are responsible for installing the Mobile Client software.
Class Size N/A - Available to all LXP subscribers.
Prerequisites Knowledge of Microsoft operating systems and basic software
installation practices.
Environment
Setup
Each workstation or device must have an internet connection to the
LXP system.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 158 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 133
PremierOne Mobile Train the Trainer
Goal Provide selected personnel with sufficient knowledge to support a
comprehensive end user training program. Also includes overview of
Aware features for Map viewer and Incident viewer on Android/iOS
devices.
Training
Classification
▪ LXP-P
▪ LXP-C
▪ In-person.
Training
Material
▪ LXP.
▪ PremierOne Mobile User Guide(s).
Duration Approximately four hours of material.
Participation Instructors who are responsible for the in house training of
employees and for ongoing user training.
Class Size ▪ In-person – Maximum of twelve students
▪ LXP - Available to all LXP subscribers.
Prerequisites ▪ Completion of LXP-C and LXP-P courses.
▪ Knowledge of current Mobile application (Windows, Android, and/or
iOS) and customer operations.
Environment
Setup
Each workstation or device used for LXP prerequisites must have an
internet connection.
Note Allow two weeks from the end of train-the-trainer to the beginning of
end user training to allow the customer to build site-specific
documentation and outline for end user classes.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 159 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 134
PremierOne CAD Web Client End User
Goal Familiarize users with the features and functions of the PremierOne
CAD Web Client
Training
Classification
LXP-C.
Training
Material
LXP.
Duration ▪ Approximately 2 hours of online training material.
Participation PremierOne CAD end users
Class Size N/A - Available to all LXP subscribers.
Prerequisites N/A
Environment
Setup
Each workstation or device must have an internet connection to the
LXP system.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 160 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 135
SSRS Report Builder Training in PremierOne CAD/Mobile
Goal: Provide selected personnel with knowledge on how to create
custom reports against the PremierOne Reporting Data
Warehouse (RDW) using Microsoft SQL Server Reporting Service
(SSRS) and Report Builder software.
Training
Classification
In-person.
Course Materials: SSRS Training Guide
Duration: Up to 24 hours over three consecutive business days
Participation: Personnel who will create custom reports
Class Size: Maximum of six (6) students
Prerequisite: ▪ Class participants must have some knowledge/experience of
creating “on demand” reports.
▪ Class participants should have experience working with relational
database structures as well as writing and understanding transact
SQL code.
Environment
Setup
Student Workstations:
One (1) workstation for each attendee with a connection to the
PremierOne system environment.
The following is the current list of Operating Systems and Browsers
supported for the web portal.
▪ Windows 7, 8.1, 10; Windows Server 2008 R2, 2012, 2012 R2
▪ Microsoft Edge (+) Preferred
▪ Microsoft Internet Explorer 10 or 11
▪ Google Chrome (+)
▪ Mozilla Firefox (+)
▪ Microsoft SQL Server Reporting Services installed, configured,
and working.
▪ Microsoft Report Builder installed.
Optional:
▪ SQL Server Management Studio on each Student Workstation
▪ One (1) CAD Client for the class is preferred in the case data
entry needs to take place in order to report against.
System Requirements:
Data pre-exists in the Reporting Data Warehouse (data is typically
propagated during the training courses.)
Instructional Requirements:
▪ Instructor’s workstation(s) with network connection
▪ Projector
▪ White board (if possible)
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 161 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 136
CommandCentral Aware End User Training
Goal This course provides an overview and demonstrates all the features
and functions of CommandCentral Aware. It consists of six
comprehensive modules: Overview, Basic Operations, Map View,
Event View, Video View, and Radio Console View.
Training
Classification
▪ LXP-C (Computer Based)
Training
Material
▪ Online
Duration ▪ Approximately one hour.
Participation Intelligence officer – crime analyst (badge or civilian) who is stationed
at the Aware workstation to monitor events in real time and assist
those responding with detailed information coming from many
disparate data feeds into the application as well as video and voice.
Class Size N/A - Available to all LXP subscribers.
Prerequisites ▪ None
Environment
Setup
▪ Each workstation or device used for LXP must have an internet
connection.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 162 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 137
CommandCentral Aware Workshop
Goal Understand the functionality of applications that comprise
CommandCentral Aware. Operate CommandCentral Aware
applications. Use the administrative tools to manage the applications
that comprise CommandCentral Aware.
Training
Classification
▪ Virtual Instruction
Training
Material
▪ Online
Duration ▪ 24 hours total covering two sections
Participation ▪ Operator Section: Aware position operators (Primary) System
Administrators (Secondary)
▪ Administration Section: System Administrators/Managers
Class Size ▪ N/A
Prerequisites ▪ None
Environment
Setup
Each workstation or device used for LXP prerequisites must have an
internet connection.
Note The CommandCentral Aware Workshop course consists of several
modules to address Customer training needs for the Aware solution.
This training provides information on the general Aware interface
including video, messaging, mapping, and radio consoles as well as
modules that address the optional applications found in the Aware
solution. This course is divided into two sections: one to address the
needs of customer system administrators and the second to train
operators of the Aware position. The administrator content covers the
information necessary to manage user, camera, reports, and other
tasks that are necessary to administer the Aware solution. The
operator content covers the controls and functionality of the various
applications that make up the Aware solution to allow users to make
the most effective use of their Aware positions.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 163 of 372
The City of Carlsbad, CA November 20, 2024 Change Order #2 Attachment B and/or Exhibit A
PremierOne Training Plan
Page 138
CommandCentral Community Analytics End User Training
Goal Configure and effectively provide dashboard data, conduct searches
using Advanced Person Search. View search results using Map, Data
Grid, Link Analysis, apply filters to the Data Grid.
Training
Classification
▪ LXP-C (Computer Based)
Training
Material
▪ Online
Duration ▪ 1 hour
Participation Users who are responsible for accessing data to create dashboard
analytics.
Class Size ▪ N/A - Available to all LXP subscribers.
Prerequisites ▪ None
Environment
Setup
Each workstation or device used must have an internet connection.
CommandCentral Community Digital Evidence Collection
Goal Generate a QR code or link to enable public submission of case
digital media, view submitted evidence in TipManager, edit evidence
in CommandCentral Evidence, add or remove the agency from the
public facing application.
Training
Classification
▪ LXP-C (Computer Based)
Training
Material
▪ Online
Duration ▪ 0.25 hours
Participation Users who are responsible for receiving, viewing, and collecting
digital evidence from public sources.
Class Size ▪ N/A - Available to all LXP subscribers.
Prerequisites ▪ None
Environment
Setup
Each workstation or device used for LXP access must have an
internet connection.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 164 of 372
The City of Carlsbad, CA November 20, 2024
Exhibit A
Maintenance and Support Agreement
Page 139
Section 10
Maintenance and Support
Agreement
Motorola will sell the maintenance and support services as described below and in the attached
exhibits. Motorola and Customer may be referred to individually as “party” and collectively as “parties.”
For good and valuable consideration, the parties agree as follows:
Section 1 Addenda
The Addenda listed below are incorporated into and made a part of this Maintenance Agreement. In
interpreting this Maintenance Agreement and resolving any ambiguities, the main body of this
Maintenance Agreement will take precedence over the Addenda and any inconsistency between the
Addenda will be resolved in the order in which they are listed below.
Addendum A “Covered Products, Support Options and Pricing”
Addendum B PremierOne® “Customer Support Plan”
Addendum C PremierOne® “Services Statement of Work”
Addendum D “Labor Rates”
Section 2 Definitions
“Equipment” means the physical hardware provided by Motorola pursuant to the Agreement.
“Motorola” means Motorola Solutions, Inc., a Delaware corporation.
“Motorola Software” means Software that Motorola owns. The term includes Product Releases,
Standard Releases, Cumulative Updates, and On Demand Releases.
“Non-Motorola Software” means Software that a Third Party other than Motorola owns.
“Optional Technical Support Services” means fee-based technical support services that are not covered
as part of the standard Technical Support Services.
“Principal Period of Maintenance” or ”PPM” means the specified days and times during the days, that
maintenance and support services will be provided under this Agreement. The PPM selected by the
Customer is indicated in the Covered Products, Support Options and Pricing Exhibit.
“Patch” means a specific change to the Software that does not require a Release.
“Products” means the Equipment (as indicated in the Covered Products Exhibit) and Software provided
by Motorola.
“Releases” means an Update or Upgrade to the Motorola Software and are characterized as “On
Demand Releases,” “Cumulative Updates,” “Standard Releases,” or “Product Releases.” The content
and timing of Releases will be at Motorola’s sole discretion.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 165 of 372
The City of Carlsbad, CA November 20, 2024
Exhibit A
Maintenance and Support Agreement
Page 140
A “Cumulative Update” is defined as a release of Motorola Software that contains error corrections to
an existing Standard Release that do not affect the overall structure of the Motorola Software.
Cumulative Updates will be superseded by the next issued Cumulative Update.
A “Standard Release” is defined as a release of Motorola Software that may contain product
enhancements and improvements, such as new databases, modifications to databases, or new
servers, as well as error corrections. A Standard Release may involve file and database conversions,
System configuration changes, hardware changes, additional training, on-site installation, and System
downtime. Standard Releases will contain all the content of prior On Demand Releases and Cumulative
Updates that is reasonably available (content may not be reasonably available because of the proximity
to the end of the release cycle and such content will be included in the next release).
A “Product Release” is defined as a release of Motorola Software considered to be the next generation
of an existing product or a new product offering. If a question arises as to whether a Product offering is
a Standard Release or a Product Release, Motorola’s opinion will prevail, provided that Motorola treats
the Product offering as a new Product or feature for its end user customers generally.
On Demand Releases are identified by the fifth character of the five-character release number, shown
here as underlined: “1.2.0.4.a,” Cumulative Updates by the fourth digit: “1.2.0.4.a,” Standard Releases
by the second digit: “1.2.0.4.a,” and Product Releases by the first digit: “1.2.0.4.a.”
“Residual Error” means a software malfunction or a programming, coding, or syntax error that causes
the Software to fail to conform to the Specifications.
“Services” means those maintenance and support services described in the Customer Support Plan
Exhibit and provided under this Agreement.
“Software” means the Motorola Software and Non-Motorola Software (Third Party) that is furnished with
the System or Equipment.
“Specifications” means the design, form, functionality, or performance requirements described in
published descriptions of the Software, and if also applicable, in any modifications to the published
specifications as expressly agreed to in writing by the parties.
“Standard Business Day” means Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific time, excluding
established Motorola holidays.
“Standard Business Hour” means a sixty (60) minute period of time starting at notification within a
Standard Business Day(s).
“Start Date” means the date upon which this Maintenance Agreement begins. The Start Date is
specified in the Covered Products, Support Options and Pricing Exhibit.
“System” means the Products and Services provided by Motorola as a system and are more fully
described in the Technical and Implementation Documents attached as Exhibits to the applicable
system agreement between Customer and Motorola.
“Technical Support Services” means the remote support provided by Motorola on a standard and
centralized basis concerning the Covered Products, including diagnostic services and troubleshooting
to assist the Customer in ascertaining the nature of a problem being experienced by the Customer.
Technical Support Services includes minor assistance concerning the use of the Software (including
advising or assisting the Customer in attempting data/database recovery, database set up, client-server
advice), and minor assistance or advice on installation of Releases provided under this Agreement.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 166 of 372
The City of Carlsbad, CA November 20, 2024
Exhibit A
Maintenance and Support Agreement
Page 141
“Update” means an On Demand Release, Cumulative Update, or Standard Release.
“Upgrade” means a Product Release.
Section 3 Scope and Term of Service
3.1. In accordance with the provisions of this Agreement and in the Support Services package listed
above and as indicated in the Covered Products, Support Options and Pricing Addendum. Services will
apply only to the Products described in the Covered Products Addendum.
3.2. [Reserved}
3.3. This Maintenance Agreement covers all copies of the specified Products listed in the Covered
Products, Support Options and Pricing Addenda that are licensed by Motorola to the Customer. If the
price for Services is based upon a per unit fee, such price will be calculated on the total number of units
of the Products that are licensed to Customer as of the beginning of the maintenance and support
period. If, during a maintenance and support period, Customer acquires additional Products that will be
covered by this Maintenance Agreement, the price for maintenance and support services for the
additional Products will be calculated and added to the total price either (1) if and when the
maintenance and support period is renewed or (2) immediately when Customer acquires additional
Products, as determined by Motorola.
3.4. When Motorola performs Services at the location of installed Products, Customer agrees to provide
to Motorola, at no charge, a non-hazardous environment for work with shelter, heat, light, and power,
and with escorted physical access to the covered Products. Customer will provide relevant information
pertaining to any changes to the hardware and software with which the Products are interfacing to
enable Motorola to perform its obligations under this Maintenance Agreement.
3.5. All Customer requests for covered Services will be made initially with the call intake center
identified in the Covered Products, Support Options and Pricing Addendum.
3.6. Motorola will provide to the Customer Technical Support Services and Releases as follows:
3.6.1. Motorola will provide Technical Support Services and correction of Residual Errors during the term
in accordance with the Addenda. The level of Technical Support depends upon the Customer’s selection as
indicated in this Maintenance agreement and the Covered Products, Support Options and Pricing Addenda. Any
Technical Support Services that are performed by Motorola outside the contracted scope will be billed at the rates
in Addendum D Labor Rates. No services outside of the scope of this agreement will be performed by Motorola
without the written consent of the City. The objective of Technical Support Services will be to investigate specifics
about the functioning of covered Products and to determine whether there is a defect in the Product. Technical
Support Services will not be used in lieu of training on the covered Products.
3.6.2. Motorola will provide to Customer without additional license fees an available Cumulative
Update, or Standard Release for Motorola’s PremierOne® Applications. On Demands and Cumulative
Updates are designed to be delivered remotely.
3.6.3. Motorola will provide to Customer an available Product Release after receipt of a request
from Customer, but Customer must pay for all additional license fees, any installation or other services,
and any necessary Equipment provided by Motorola in connection with such Product Release. Any
services will be performed in accordance with a mutually agreed schedule.
3.6.4. Along with maintenance Software Releases, Motorola will make available new purchasable
products, features and modules which are separate and distinct from the mainstream PremierOne® line
of Products. Newly released Products may have PremierOne® as a pre-requisite and/or share some
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 167 of 372
The City of Carlsbad, CA November 20, 2024
Exhibit A
Maintenance and Support Agreement
Page 142
portion of the PremierOne® code base. Customers are not entitled to these products, features and
modules, or upgrades to them within this Maintenance and Support Agreement, if they have not
purchased the required licenses.
3.6.5. As part of the Software development process Motorola makes every reasonable effort to
lessen impact to customer operations. Any change to existing functionality is done after thorough review
of customer feedback and with announcement of said change. When it’s not technically feasible to meet
a particular requirement Motorola will proactively communicate the changes. Beyond these efforts
Motorola does not warrant that a Release will meet Customer’s particular requirement, be uninterrupted
or error-free, be backward compatible, or that all errors will be corrected. Errors addressed as part of the
Software Release will be corrected. Full compatibility of a Release with the capabilities and functions of
earlier versions of the Software may not be technically feasible. If it is technically feasible, Motorola will
make available services to integrate these capabilities and functions to the updated or upgraded version
of the Software, which services may be fee based.
3.6.6. Motorola’s responsibilities under this Agreement to provide Technical Support Services in
accordance with the package selected by the customer and as further detailed in the statement of work,
customer support plan will be limited to the current Standard Release plus the two (2) prior Standard
Releases (collectively referred to in this section as “Covered Standard Releases”). Notwithstanding the
preceding sentence, Motorola will provide Technical Support Services for a Severity Level 1 or 2 error
concerning a Standard Release that precedes the Covered Standard Releases unless such error has
been corrected by a Covered Standard Release (in which case Customer must agree to accept Motorola
installation of such Standard Release that fixes the reported error installed or terminate this Agreement
as to the applicable Software).
3.7. The maintenance and support Services described in this Agreement are the only covered services.
Unless optional or a la carte Technical Support Services are purchased, these Services specifically
exclude and Motorola will not be responsible for:
3.7.1. Any service work required due to incorrect or faulty operational conditions in the City’s
physical environment, including but not limited to Equipment not connected directly to an electric surge
protector. Other services may be available for an additional fee and will be addressed with an amendment
to the Agreement.
3.7.2. The repair or replacement of Products or parts resulting from failure of the Customer’s
facilities, Customer’s personal property and/or devices connected to the System (or interconnected to
devices) whether or not installed by Motorola’s representatives.
3.7.3. The repair or replacement of Equipment that has become defective or damaged due to
physical or chemical misuse or abuse (unless caused by Motorola, its agents, employees, or
subcontractors) or Customer’s negligence with respect to the City’s physical environment.
3.7.4. Any transmission medium, such as telephone lines, customer computer networks, or the
worldwide web, or for Equipment malfunction caused by such transmission medium.
3.7.5. Intentionally omitted
3.7.6. The repair or replacement of parts resulting from the tampering by persons unauthorized by
Motorola or the failure of the System due to use of the system for other than its intended purpose.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 168 of 372
The City of Carlsbad, CA November 20, 2024
Exhibit A
Maintenance and Support Agreement
Page 143
3.7.7. Operation and/or functionality of Customer’s personal property, equipment, and/or
peripherals and any application software not provided by Motorola.
3.7.8. Any System component not authorized or performed by Motorola.
3.7.9. Services to diagnose technical issues caused by the City’s installation of unauthorized
components or City’s misuse of the System for purposes other than its intended use.
3.7.10. Services to diagnose malfunctions or inoperability of the Software caused by changes,
additions, enhancements, or modifications in the Customer’s platform or in the Software not performed
or caused by Motorola.
3.7.12. Operational supplies, including but not limited to, printer paper, printer ribbons, toner,
photographic paper, magnetic tapes and any supplies in addition to that delivered with the System; battery
replacement for uninterruptible power supply (UPS); office furniture including chairs or workstations.
3.7.13. Third-party software unless specifically listed on the Covered Products Addendum or
provided by Motorola as part of the Agreement. 3.7.14. Support of any interface(s) beyond
Motorola demarcation point, or any services that are necessary because third party hardware,
software or supplies fail to conform to the specifications concerning the Products unless provided
by Motorola as part of the Agreement.
3.7.15. Services related to customer’s failure to use a UPS system to protect against power
interruptions.
3.7.16. Any design consultation such as, but not limited to, configuration analysis, consultation with
Customer’s third-party provider(s), and System analysis for modifications or Upgrades or Updates which
are not directly related to a Residual Error report.
3.8. The Customer hereby agrees to:
3.8.1. Maintain any and all electrical and physical environments in accordance with the System
manufacturer’s specifications; provided, however, Motorola furnishes these specifications in Section 7
Hardware, Network and Environmental Specifications.
3.8.2. Intentionally omitted
3.8.3. Ensure System accessibility, which includes physical access to buildings as well as remote
electronic access. Remote access can be stipulated and scheduled with the Customer; however, remote
access is required and will not be substituted with on-site visits or proxies if access is not allowed or
available.
3.8.4. Appoint one or more qualified employees to perform System Administration duties, including
acting as a primary point of contact to Motorola’s Technical Support organization for reporting and
verifying problems. At least one member of the System Administrators group must have completed
Motorola’s End-User training and System Administrator training (if available). The combined skills of this
System Administrators group includes proficiency with the Products, updating, adding, and deleting
System and user information, and the client and standalone personal computer hardware, and some
familiarity with the system platform upon which the Products operate and the operating system. The
System Administrator will follow the Residual Error reporting process described herein and make all
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 169 of 372
The City of Carlsbad, CA November 20, 2024
Exhibit A
Maintenance and Support Agreement
Page 144
reasonable efforts to duplicate and verify problems and assign a Priority Level according to definitions
provided herein. Customer agrees to use reasonable efforts to ensure that all problems are reported and
verified by the System Administrator before reporting them to Motorola. Customer will assist Motorola to
confirm that errors are not the product of the operation of an external system, data links between system,
or network administration issues. If a Priority Level 1 or 2 Residual Error occurs, any Customer
representative may contact Motorola’s Customer Support by telephone, but the System Administrator
must follow up with Motorola’s Customer Support as soon as practical thereafter. A full list of customer
system management responsibilities is provided in the Customer Support Plan section 5.2.
3.9. In performing repairs under this Agreement, Motorola may use parts that are not newly manufactured,
but which are warranted to be equivalent to new in performance. Parts replaced by Motorola will become
Motorola’s property.
3.10. Customer will permit and cooperate with Motorola so that Motorola may periodically conduct audits
of Customer’s operations pertinent to the usage of application. Any such audits will be performed no more
than annually and the City will be notified when/if one is conducted. If the results of any such audit indicate
that price has been understated as it relates to the number of licenses, Motorola may correct the price
(using the existing Agreement pricing) and notify the customer of any increase not included in the existing
Agreement and will memorialize the change via an Agreement amendment.
3.11. Intentionally omitted
3.12. Customer agrees not to attempt or apply any update(s), alteration(s), or change(s) to the production
database software without the prior approval of Motorola.
Section 4 Right to Subcontract and Assign
Intentionally omitted
Section 5 Pricing, Payment, and Terms
5.1. Payments when due, will be in the form of a check, cashier’s check, or wire transfer drawn on a
United States financial institution.
5.2. Intentionally Omitted
5.3. Intentionally Omitted
5.4. If Customer requests, Motorola may provide services outside the scope of this Maintenance
Agreement but only through an amendment to the Agreement. These terms and conditions and the prices
in effect at the time such services are rendered will apply to those services, and such pricing will be
reflected in the Agreement amendment.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 170 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 145
Addendum A: Covered Products, Support Options, and Pricing
Maintenance and Support Agreement # USC000904816
Customer Agency Billing Agency
The City of Carlsbad The City of Carlsbad
Address
2560 Orion Way Address 1635 Faraday Ave
City, State, Zip
Carlsbad, CA 92010 City, State, Zip Carlsbad, CA 92008
Contact Name
Business Technology Manager Contact Name IT Director
Telephone Number
(442) 339-2176 Telephone
Number
(442) 339-2450
Email Address
PublicSafetyIT@carlsbadca.gov Email Address Renewals@carlsbadca.gov
For support and updates on products below, please contact Motorola’s Public Safety Application’s Customer
Support: (800) MSI-HELP (800-674-4357).
Site Identification Numbers
Product Group Site Identification Number
PremierOne® CAD PSA10D69_(CAD)
PremierOne® Mobile PSA10D69_(P1MOB)
Motorola Essential Support Services Include:
• Access to Users Group Site • Software Releases, as defined
• Case Management • Technical Support
• Customer Support Plan • Third-party Vendor Coordination
• Virtual Private Network VPN Tool
Motorola Supported Products
Product Description Service
Level
Qty
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 171 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 146
PremierOne® Software Applications
PremierOne® CAD,
Mobile
PremierOne CAD Server, PremierOne CAD Clients (50) PremierOne Mobile
Server, PremierOne Mobile Clients (175 Windows, Android/iOS), Command
Central cloud products.
Essential
/ PremierOne® Interfaces
PremierOne®
Interfaces
NetRMS Data Feed from CAD of Reports
Essential
1
NetRMS Queries from CAD 1
SPIDRTech Data Feed 1
AXON (Evidence.com) - CFS Law Records Data Feed 1
CopLogic/DORS Incident Create Inbound Interface 1
CLETS/NCIC Queries from CAD (State Query) 1
Crossroads Traffic Accident Queries 1
Crossroads Citation Queries 1
e911 ANI ALI - CAD Incident Create Inbound Interface 1
VIGILANT LPR - Incident Create Inbound Interface 1
Legacy Data Query 1
Niche RMS CFS Law Records Data Feed 1
Niche RMS Queries from CAD 1
Third-Party Vendor Supported Products
Any third-party vendor product provided by Motorola or incorporated into a Motorola product or
otherwise necessary for the PremierOne CAD and CommandCentral CAD will be included in the
Maintenance Agreement.
Vendor Vendor Service Level
All third-party vendor products 24x7
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 172 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 147
Supplemental Support Services
Service Description SOW
Reference Qty
Service Level 24x7 Technical Support Addendum C 1
Software Upgrade
Services PremierOne® CAD Software Upgrade Services on Software
Updates Addendum C 1
System Monitoring PremierOne® CAD System Monitoring Addendum C 1
Remote System
Administrator
Remote System Administrator Addendum C 1
Support Fees Summary
Pricing is set forth in the Agreement
Product Essential Service
Level
PremierOne® CAD, Mobile and Interfaces Included
Third Party Supported Products Included
24x7 Technical Support Included
PremierOne® CAD Software Upgrade Services on Software Updates (Up to 1 within
6-year term)
Included
PremierOne® CAD System Monitoring Included
Remote System Administration Included
Addendum B: PremierOne® Customer Support Plan
Maintenance and Support Agreement # USC000904816
Quick Contact Matrix
Support Center
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 173 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 148
Toll Free Phone# 1-800-MSI-HELP (1-800-674-4357)
Email PSACASE@Motorolasolutions.com
Motorola Portal Customer Support Portal
Provide the following information: Site Name
Your Name
Your Call Back Number
A Brief Description of the Problem
Priority (Critical, High, Medium, Low)
Warranty and/or Service Agreement Information
Customer Name: The City of Carlsbad Police Department,
CA
Contract #: USC0000904816
Service Agreement
Service Level: Essential
Account Manager Customer Success Advocate
Name: Larsen Grabenkort Name: Jammi Johnson
Mobile: (971) 227-2856 Mobile:
Email: larsen@motorolasolutions.com Email: jammi.johnson@motorolasolutions.com
Escalation Plan
Our goal is to ensure our customers receive the best possible support from Motorola. If you feel that
your support or maintenance needs are not being met, as a direct Motorola Customer, we provide an
escalation process for your request to the next Motorola department or manager.
Your initial call should always be to the first department or person on the list below. If, after making this
initial contact you still have unresolved issues, please see below for escalation contact information.
Escalation Plan
Level 1 Level 2 Level 3
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 174 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 149
Support
Center
Support Center Managers:
Mark Richins – Western
mark.richins@motorolasolutions.com
Ashley Beek – Central
ashley.beek@motorolasolutions.com
Todd Conklin – North East
todd.conklin@motorolasolutions.com
Marcelo Cravinhos – South East
marcelo.cravinhos@motorolasolutions.c
om
Tim Heddlesten
Senior Manager, Technical Support
tim.heddlesten@motorolasolutions.c
om
Tim Leach
Head of Software Enterprise
Centralized Managed and
Support Operations
tim.leach@motorolasolutions.co
m
Customer Support Plan Overview
Serving Our Customer’s Needs
Motorola is committed to helping people be their best in the moments that matter. We appreciate the
opportunity to provide the following support services (Support Services) pursuant to this Customer
Support Plan (CSP). Our Service Delivery Team is focused on the health, system performance, and
reliability of Motorola’s services and products. You will work with an account manager or service
contract manager who will maintain regular communications with you and will continually monitor and
assess our service deliveries over the full lifecycle of the engagement. They will be your single point of
contact for any questions on Motorola products or support.
Your support plan may be amended from time to time to align with industry best practices and
customer needs. Our goal is to build a service relationship you can trust.
Support Services
Motorola Essential Support Services provides basic support delivered through a combination of
centralized resources within Motorola Centralized Managed Support Operations (CMSO) Technical
Services Organization (TSO) team collaborating with product development resources that are
experienced in managing mission critical systems and associated technologies. The TSO team
operates 24/7/365, leveraging remote access to customer systems for complete resolution methods.
Open communication is the key to effective support service delivery and relationship building.
The Support Plan covers the customer locations in the table below.
Site ID Product Group Site Name
PSA10D69_(CAD) PremierOne® CAD The City of Carlsbad Police Department
PSA10D69_(P1MOB) PremierOne® Mobile The City of Carlsbad Police Department
Motorola CMSO and Service Desk
The CMSO TSO is the central point of contact to report PremierOne system incidents and submit
change requests. The TSO team can be reached 24/7 to assist with your service needs via:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 175 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 150
• Toll Free Telephone: 1-800-MSI-HELP (800-647-4357) and convey the request
• Customer Support Portal: low priority requests only, (estimated 24 hour turnaround)
• Email: PSACASE@motorolasolutions.com (estimated 24 hour turnaround)
NOTE: Critical and high priority incidents should not be reported via email or the Customer Portal.
Product and system technical resources are ready to receive and take action on requests for service.
Priority Level Response Table
The CMSO TSO will respond to reporting incidents according to the priority levels and response times
defined in the following table.
CMSO Technical Support Initial Response Time
Priority
Level
Incident Definition Response Time
Critical
Priority 1
An incident is deemed CRITICAL if one or multiple critical
functions are unavailable, or severely degraded such that the
customers' core business functions and capabilities are no
longer delivered or capable. The resulting critical impact to the
customers’ business is such that focus and resources must be
applied to restoration or mitigation.
Full system outage, systemic inability to process mission-critical
commands (e.g. incident creation), extreme systemic slowness,
or majority of clients unable to connect to the system, etc.
Telephone
conference within 1
Hour of initial voice
notification
High
Priority 2
P2
An incident is determined HIGH if a business function is
unavailable and normal Customer business activity is impacted
or degraded, and a workaround may be available to mitigate the
effects of the service impact; however, overall efficiency or
effectiveness is degraded. This may apply to both critical and
noncritical functions.
Loss of a critical redundancy, subsystem, or critical interface
(e.g. CommSys Query, Paramount ProQA, Fire Station Alerting,
etc.) systemic ARL failure, systemic recurring disruptive issues
that frequently impact users.
Telephone
conference within 3
hours of initial voice
notification during
normal business
hours.
Medium
Priority 3
P3
An incident is deemed MEDIUM if business functions are
available, however, there is a deviation from the expected or
agreed upon level of service or other service condition not
aligned with the other defined impact levels.
Issues impacting a single client, intermittent issues, non-critical
subsystems or interfaces (e.g. interfaces installed on RDW),
RDW or reporting problems, etc.
Telephone
conference within 8
Hours of initial
notification during
normal business
hours
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 176 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 151
Priority
Level
Incident Definition Response Time
Low
Priority 4
P4
A request is deemed LOW for minor requests.
This level is meant to represent minor issues, such as cosmetic
issues, documentation errors, general usage questions,
configuration questions, and product or service update requests.
Telephone
conference within 2
business days of
initial notification.
Case Management via Customer Support Portal
The Customer Support Portal provides customers with an interface into our Incident Management
system. Customer Support Portal gives valuable system and service information whenever you need it
along with complete case management details from submission to close.
• Customer Support Portal provides the ability to:
• Create low priority tickets
• Obtain status updates on existing tickets
• Supply additional information on tickets 24/7
- When updating ticket notes, please provide contact information, which includes phone
number, email, etc.
Motorola does not recommend using this tool for opening Priority 1 or 2 tickets. The same guidelines
apply to updating tickets with critical information. For any critical issues or updates, customers should
contact the TSO by calling 1-800-MSI-HELP (800-647-4357)
Ticket Initiation via Email
An alternative customer support tool is available for PremierOne customers. Along with the toll-free
phone number and Customer Support Portal, customers can request technical support by email. For
many customers who use their handheld devices as a means to open tickets, email provides additional
flexibility for initiating tickets.
For proper ticket management and contractual response, email ticketing is only available for priority
levels 3 or 4. To process a ticket via email, the email must be formatted exactly as described below:
1. Address email to: PSACASE@motorolasolutions.com
2. Email Subject: Type “PSA Service Request” and a brief description of the system issue (this will
become the ticket title)
3. Use the following template for the body of the email. Copy and paste from below, adding the
accurate and specific needs of the request following the bold items listed:
A. Site ID: Site ID
B. Product Type: followed by the product family type. Choose from the following list:
i. PremierOne® CAD
ii. PremierOne® Mobile (including Handheld)
C. Contact First Name: first name or the person support personnel are to contact
D. Contact Last Name: last name or the person support personnel are to contact
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 177 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 152
E. Phone Number: phone number, including area code, where the contact person may be
reached
F. Priority Level: indicate either priority level 3 or 4. All priority level 1 or 2 tickets must be
opened via the toll-free TSO number.
G. Problem Description: a comprehensive description of the problem
4. Once the email is sent, the customer will receive an email with a ticket number for future
reference. If an email response is not received, or if a priority level 1 or 2 ticket needs to be
opened, please contact the toll-free TSC number.
CJIS Compliance
Motorola will maintain industry standard security measures to protect the Solution from intrusion,
breach, corruption, or security risks. The customer is responsible for maintaining security controls for
their managed networks and infrastructure, including but not limited to boundary protection devices and
information flow enforcement. During the term of the Agreement, if the Solution enables direct or
indirect access to FBI defined Criminal Justice Information (CJI), Motorola will comply with the FBI
Criminal Justice Information (CJI) Security Policy as may be amended from time to time. Further,
Motorola is responsible for adhering to the CLETS Policies and Practices and Procedures as may be
amended from time to time.
Motorola will provide the necessary information for its personnel that access customer CJI to submit to
a background check based on submission of FBI fingerprint cards, complete CJIS Security Awareness
Training and execute the CJIS Security Addendum/Management Control Agreement. It is the
customer's responsibility to determine when the background credentialing process is required by
Motorola personnel.
Customer is independently responsible for due diligence and establishing and maintaining its own
policies and procedures and for ensuring compliance with CJIS and other security requirements that
are outside the scope of the Service provided. Customer must also establish and ensure compliance
with access control and identification and authentication policies and procedures, including password
security measures, lost and stolen credentials, account disabling, account validation, and customer
jurisdiction specific data retention requirements. Motorola will ensure compliance with CJIS
requirements relative to log retention, monitoring, and analysis of logs and capacity planning (for
retention). Further, Customer and Motorola must maintain industry standard security and protective
data privacy measures. Motorola disclaims any responsibility or liability whatsoever for the security or
preservation of Customer Data or Solution Data once accessed, viewed, or removed from the
information system by customer or its representatives, except if such data is accessed due to a
security breach. Motorola further disclaims any responsibility or liability whatsoever for customer's
failure to maintain industry standard security and data privacy measures and controls, or their role in
CJIS Security Policy compliance. Motorola reserves the right to terminate the Service if customer’s
failure to maintain or comply with industry standard security and control measures negatively impacts
the Service, Solution or Motorola own security measures.
Both parties will maintain and follow a breach response plan consistent with the standards of their
respective industries to include CJIS Security Policy reporting.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 178 of 372
City of Carlsbad Police Department
PremierOne® Maintenance and Support Agreement
Addendum B
Page 153
Summary
Our Support Plan includes the following key services elements:
• Single point of contact - Customer Success Advocate who maintains close communication with
you and serves as a point of escalation when service or support levels are not meeting
expectations.
• Systems Support Center: One place to report incidents and place requests - Reported incidents
are correlated with alerts received from the NOC for reduced root cause determination.
• Emergency Call Management Portal: Enhanced access to case status and resolution details.
• Continuous monitoring and response of the Motorola PremierOne solution as well as providing
notification of critical and high security alerts.
• Technical Support Center: Staffed with subject matter experts to handle escalated tickets.
Benefits to Your Agency
• Maximize Performance. Increase system uptime and quality of service through fast detection
of service disruptions and restoration of services
• Save Time. Take back valuable minutes and better allocate resources with proactive
monitoring that helps reduce truck rolls and IT support requests
• Rely on a Trusted Support Team. Depend on our skilled team to be the first line of defense
and have greater peace of mind
• Reduce Risk. Gain visibility, enhance performance and increase cyber security with our full
suite of NSOC offerings.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 179 of 372
The City of Carlsbad, CA
Page 154
Addendum C: PremierOne® Advanced Services Statement of Work
Maintenance and Support Agreement # USC000904816
1.1 Overview
Motorola’s PremierOne® Advanced Services (Advanced Services) provides an integrated and
comprehensive sustainment program for PremierOne® systems. Advanced Services do not include
repair and maintenance of mobile devices, portable devices, or network backhaul equipment
maintenance.
Advanced Services consist of the following service elements:
• Remote Technical Support
• Hardware Repair Coordination
• Software Maintenance
• Software Upgrade Services
• System Monitoring
• Remote System Administrator (SA)
Each of these elements is summarized below and expanded upon in 1.4 Advanced Services Detailed
Description. In the event of a conflict between the descriptions below and an individual subsection of
1.4 Advanced Services Detailed Description, the individual subsection prevails.
Remote Technical Support
Motorola CMSO Technical Support Center (TSC) provides remote consultation with technical and
product development resources skilled with diagnosing and resolving PremierOne® platform
performance and operation issues.
Hardware Repair
Motorola will coordinate repair of all third party and Motorola provided infrastructure supplied by
Motorola. Motorola CMSO coordinates the equipment repair logistics process with the vendor if it is
sourced from Motorola as a part of the contract.
Software Maintenance
As new software releases becomes available for your PremierOne® system, Motorola will provide
access to the latest software updates so that software performance and equipment operates to its
specifications and functionality. Software releases can be scheduled by the Customer and are delivered
through the customer support portal. Delivery of OnDemand and Cumulative Updates are remotely
performed by the Service Delivery Team as further described in Section 1.4.4. Services to perform
Standard Release upgrades may be performed remotely or on-site, at Motorola’s discretion. If on-site,
all related expenses are included in this Agreement.
System Monitoring
The service includes real-time, continuous monitoring and event management of the PremierOne®
system, using sophisticated tools for remote monitoring and event characterization. Motorola will
assess events, determine the appropriate response, and initiate that response. Possible responses
include remotely addressing the issue, escalation to product technical support groups, and dispatch of
designated field technical resources. Motorola will notify the Customer, depending on the Priority of the
event and the required resolution.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 180 of 372
The City of Carlsbad, CA
Page 155
Remote System Administrator (SA)
The Remote SA service includes a qualified remote resource from Motorola’s global support and
managed services organization to provide equipment maintenance.
1.2 Motorola Service Delivery Ecosystem
Essential Services are delivered through a tailored combination of centralized teams equipped with a
sophisticated service delivery platform, a customer support portal, and applicable third party vendors.
These service entities will collaborate to swiftly analyze issues, accurately diagnose root causes, and
promptly resolve issues to restore the Customer’s network to normal operations.
1.2.1 Centralized Managed Support Operations
The cornerstone of Motorola’s support process is the Centralized Managed Support Operations
(CMSO) organization, which includes the Service Desk and technical support teams. The CMSO is
staffed 24/7/365 by experienced personnel, including service desk specialists, security analysts, and
operations managers.
The Service Desk provides a single point of contact for all service related items, including
communications between the Customer, Motorola, and third-party subcontractors. The Service Desk
processes service requests, service incidents, change requests, and dispatching, and communicates
with stakeholders in accordance with predefined response times.
All incoming transactions through the Service Desk are recorded, tracked, and updated through the
Motorola Customer Relationship Management (CRM) system. The Service Desk also documents
Customer inquiries, requests, concerns, and related tickets.
1.2.2 Account Manager
A Motorola Account Manager (AM) will be the Customer’s key point of contact for defining and
managing services. The AM’s initial responsibility is to provide maintenance and support contract and
the Customer Support Plan (CSP) in collaboration with the Customer.
The CSP functions as an operating document that personalizes the services described in this
document. The CSP contains Customer-specific information, such as site names, site access
directions, key contact persons, incident handling instructions, and escalation paths for special issues.
The division of responsibilities between the Customer and Motorola are detailed in this SOW.
1.3 Customer Support and Maintenance Expectations
In order to successfully deliver the services outlined in this SOW, the Customer is expected to assist
Motorola with performing tasks related to administration, maintenance, and support limited to tasks
typically performed for a cloud CAD. The customer will provide a properly trained technical resource as
described in Section 3.8.4 of the Maintenance and Support Agreement, and who is familiar with the
operation of the PremierOne solution. The remote SA will support the Customer’s trained technical
resource with the mutually agreed upon administration, maintenance, and support responsibilities
outlined below for your PremierOne solution.
The customer technical resource(s) will be suitably skilled and trained as the on-site expert(s) when
requested by the TSC. They will validate issue resolution prior to close of the ticket in a timely manner.
The City is responsible for the following:
• Initiate Service Request Tickets. Contact Motorola through authorized tools and processes
outlined in the Motorola CSP to initiate technical support tickets.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 181 of 372
The City of Carlsbad, CA
Page 156
• Assess Priority Level. Assist in assessing the urgency and impact of the issue so the correct
Priority Level is assigned, as found in the SOW and CSP.
• Escalate Appropriately. Contact Motorola to add information, make changes to existing technical
support tickets or escalate service requests to Motorola management. Motorola CMSO TSC
contact information is provided in the CSP.
• Physical Workstation Maintenance. Perform periodic reboots and ongoing performance tuning,
hardware upgrades, and resource optimizations as required. Inspect physical equipment for
damage or wear, replace parts as per contractual agreement.
• CAD client maintenance. Apply upgrades such as OS patches, administrative tools, and utilities.
- Maintain and upgrade software that supports infrastructure applications (IE, Esri, etc.).
- Perform periodic reboots and ongoing performance tuning, hardware upgrades, and
resource optimizations as required.
- Upgrade and maintain antivirus software, appropriately configure and maintain exclusion list
(Refer to PremierOne® Solution Products latest published Anti-Virus Exclusions List.).
- Apply any Microsoft Critical Security patch to PremierOne® clients that fits within the
security and sustainability processes of the agency. Motorola recommends agencies follow
Microsoft’s guidance related to the application of Critical Security patches.
• Mobile Client Maintenance: Apply upgrades such as OS patches, administrative tools and
utilities.
- Maintain and upgrade software that supports infrastructure applications (IE, Esri, etc.).
- Perform periodic reboots and ongoing performance tuning, hardware upgrades, and
resource optimizations as required.
- Upgrade and maintain antivirus software, appropriately configure and maintain exclusion list
(Refer to latest released PremierOne® Solution Products Anti-Virus Exclusions List.).
- Configure and maintain all products relevant to mobile network connectivity (NetMotion,
Verizon, VPN related products, etc.).
• Custom Reports: Build/Modify/Support all custom reports in a manner that will not adversely
impact RDW Server/Database functionality. Custom reports are the sole responsibility of the
creator and not supported by Motorola. In an event that Motorola is creating reports for the
Customer, it will be supported by Motorola Support teams.
• CAD Client Upgrade Testing: Test PremierOne® Solution Software Releases (includes
Standard, Cumulative Upgrades (CU) and On Demand Releases (OD). Report and supply data
for any problems that are discovered with the software to Motorola for review and correction.
Ensure that minimum software/hardware requirements are met.
• Mobile Client Install and Testing: Test PremierOne® Solution Software Releases (includes
Standard, CU, and ODs). Report and supply data for any problems that are discovered with the
software to Motorola for review and correction. Ensure that minimum software/hardware
requirements are met.
• GIS Updates: PremierOne® Solution Map Maintenance
- Ensure validity and integrity of all GIS related data introduced to the system.
- Record modifications made to GIS files, and confirm expected behavior within the
PremierOne® Solution.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 182 of 372
The City of Carlsbad, CA
Page 157
- Perform all server mapping updates, geoset transitions, and distribute updated map files to
CAD/Mobile clients.
- Provisioning knowledge of the system: Customer must ensure that adequate provisioning
training and knowledge has been provided to those authorized to access and/or make
changes within PremierOne® Solution Provisioning. Provisioning changes should be
tracked. This information should be supplied to Motorola to aid in troubleshooting efforts
should a problem be experienced. Motorola now provides a tool to aid in provisioning
change identification, but changes should be tracked internally by the Customer as a
failsafe.
• Gathering Issue Logs (Client): Supply all requested logs for problems that need to be diagnosed
and resolved. In some circumstances, log automation will be implemented, however anything
that is not automatically gathered, and deemed necessary by Motorola, must be furnished.
Absence of requested data may lead to ticket closure.
• Network Bandwidth and Stability: Install, monitor, and maintain network systems that provide
stable operations and adhere to bandwidth requirements to ensure the effective operation of
Motorola products and related system components.
• Remote Access: Customer must provide remote access to requesting Motorola personnel for
troubleshooting purposes. Motorola will provide the VPN services and the City will configure
rules on the edge firewall in accordance with specifications. This includes PremierOne®
Solution domain access, and access to all system elements that pertain to the operation of the
PremierOne® Solution and functionality.
• Backup Power: Install and maintain backup power source to ensure the effective operation of
the PremierOne® Solution System and all its components in the event of a primary power
source failure.
• End User Training: Ensure that all end users of Motorola products are trained to perform their
duties and not cause harm or upset of system functionality. Motorola does offer additional
training if necessary for an additional cost.
• Change Management: Notify Motorola of any changes made to the PremierOne® Solution,
associated interfaces, related hardware, software, network, or any other system element that
may adversely impact operation or system functionality.
Note - Motorola is not liable for any loss of functionality related to any changes or updates made to the solution by
customer or third parties, unless the third parties are provided by Motorola. We strongly recommend that
customer advise Motorola of any proposed changes or third party integrations before undertaking same to ensure
that functionality will not be adversely affected.
1.4 Advanced Services Detailed Description
Due to the interdependence between deliverables within the detailed sections, any changes to or any
cancellation of any individual section may require a scope review and price revision.
1.4.1 System Monitoring
System Monitoring provides continuous real-time fault monitoring for PremierOne® system elements.
Motorola uses a defined set of tools to remotely monitor the Customer’s PremierOne® system and
characterize network events. When an actionable event takes place, it becomes an incident. CMSO
technologists acknowledge and assess these incidents, and initiate a defined response.
1.4.1.1 Description of Service
With System Monitoring, Motorola uses a Managed Services Suite of Tools (MSST) to detect events
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 183 of 372
The City of Carlsbad, CA
Page 158
24/7 as they occur, analyze them, and escalate them to the Technical Support Organization (TSO)
Incidents will be generated automatically based on preset rules of continuous failure or multiple
bounces in the Motorola Fault management system.
The CMSO technical support agent assigns a priority level to an incident, then initiates a response in
accordance with the priority definition table found in Section 1.5. Depending on the incident, Motorola’s
response may include continued monitoring for further incident development, remote remediation
technical support, dispatching a field service technician, or other actions Motorola determines
necessary. Motorola will notify the Customer of issues that affect or may affect availability of the system
or that may require Customer action.
To prevent duplicate incidents from being generated by the same root cause, Motorola employs an
auto-triage process that groups related incidents. The auto triage process therefore automatically
assigns grouped incidents to a field service technician, enabling the resolution of these incidents
together if the root alarm has been addressed.
1.4.1.2 Scope
System Monitoring is available 24/7. Incidents generated by the monitoring service will be handled in
accordance with Section 1.5: Priority Level Definitions and Response Times. Timeframes are based on
the Customer’s local time zone.
1.4.1.3 Inclusions
System Monitoring is available for the devices listed in Section 1.4.1.7: Monitored Elements
1.4.1.4 Motorola Responsibilities
• Provide a dedicated network connection necessary for monitoring the PremierOne system
components.
• Verify connectivity and event monitoring prior to system acceptance or start date.
• Monitor system continuously
• Remotely access the Customer’s system to perform remote diagnosis.
• Create an incident, as necessary. Gather information to perform the following:
- Characterize the issue.
- Determine a plan of action.
- Assign and track the incident to resolution.
- Notify customer of incident creation, progress and resolution.
• Provide the Customer with a link to access system configuration information, site information,
system notifications, and system notes.
• Maintain communication as needed with the Customer in the field until incident resolution.
• Provide available information on incident resolution to the Customer.
1.4.1.5 Limitations and Exclusions
The following activities are outside the scope of the System Monitoring service:
• Motorola will not monitor any elements outside of the Customer’s PremierOne® Environment
such as infrastructure provided by a third party, unless provided by Motorola or specifically
stated. Monitored elements must be within the Customer’s network and elements should be
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 184 of 372
The City of Carlsbad, CA
Page 159
capable of sending alerts to the Motorola Fault Management Platform. Additional support
charges above contracted service agreement fees may apply if Motorola determines that
system faults were caused by the Customer making changes to critical system parameters
without written agreement from Motorola.
• Network security services.
• Monitoring workstation or mobile device applications
1.4.1.6 Customer Responsibilities
• Allow Motorola continuous remote access to enable the monitoring service.
• Provide continuous utility service to any Motorola equipment installed or used at the Customer’s
premises to support delivery of the service. The Customer agrees to take reasonable due care
to secure the Motorola equipment from theft or damage while on the Customer’s premises.
• Provide Motorola with information necessary to complete a CSP, including:
- Incident notification preferences as applicable.
• Submit timely changes in any information supplied to Motorola and included in the CSP to the
Account Manager or Customer Success Manager(s) as applicable.
• Notify the CMSO TSC Team prior to Customer performing any activity that impacts the system.
Activity that impacts the system may include but is not limited to:, performing upgrades to the
network, renaming elements or devices within the network, and taking down part of the system
to perform maintenance.
• Send system configuration change requests through Motorola Account Manager or Customer
Success Manager to CMSO Team.
• Allow Motorola’s remote SA to access to equipment, including any connectivity or monitoring
equipment.
• Cooperate with Motorola and perform reasonable or necessary acts to enable Motorola to
provide these services. This is not to be interpreted as acts requiring City resources to
physically perform actions on the PremierOne infrastructure.
• Acknowledge that incidents will be handled in accordance Section 1.5: Priority Level Definitions
and Response Times.
1.4.1.7 Motorola Monitored Elements under System Monitoring Service
Monitored Elements
App Server Monitoring Server Firewall
Switches SAN NAS
Loadbalancer Database server SCOM
1.4.2 Remote Technical Support
Motorola’s Remote Technical Support service provides telephone consultation for technical issues that
require a high level of PremierOne® network knowledge and troubleshooting capabilities. Remote
Technical Support is delivered through the Motorola CMSO TSC by a staff of technical support
specialists skilled in diagnosis and swift resolution of infrastructure performance and operational issues.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 185 of 372
The City of Carlsbad, CA
Page 160
Motorola applies industry standards in recording, monitoring, escalating, and reporting for technical
support calls from its contracted customers to provide the support needed to maintain mission-critical
systems.
Motorola will provide the VPN services to support remote access for Motorola’s technical support
resources.
1.4.2.1 Description of Service
The CMSO’s primary goal is Customer Issue Resolution (CIR), providing incident restoration and
service request fulfillment for Motorola’s currently supported infrastructure. This team of highly skilled,
knowledgeable, and experienced specialists is an integral part of the support and technical issue
resolution process. The TSC supports the Customer remotely using a variety of tools, including fault
diagnostics tools, simulation networks, and fault database search engines.
Calls indicating incidents or service requests will be logged in Motorola’s CRM system, and Motorola
will track the progress of each incident from initial capture to resolution. This helps ensure that technical
issues are prioritized, updated, tracked, and escalated as necessary, until resolution. Motorola will
advise and inform Customer of incident resolution progress and tasks that require further investigation
and assistance from the Customer’s technical resources.
The CMSO classifies and responds to each technical support request in accordance with Section 1.5:
PremierOne® Priority Level Definitions and Response Times.
Motorola provides technical resources to support the timely closure of infrastructure, performance, and
operational issues.
1.4.2.2 Scope
Motorola primary objective is to restore your PremierOne® Solution to normal operations as quickly as
possible and minimize the adverse impact of service events on our customers and their mission. This
serves our primary goal of maintaining quality of service and availability. The PremierOne® Solution
team of highly skilled, knowledgeable and experienced specialists are available to the customer as an
integrated part of the essential support and technical issue resolution process.
All customer requests for service and change requests are tracked centrally in Motorola IT Service
Management (ITSM) toolset, resulting in a ticket number. All TSC support activity that occurs after the
cutover of the system into production (Go Live Event) is tracked in this system to promote consistent
visibility of all activities.
All calls requiring incidents or service requests are assigned a priority in accordance with the agreed
Table 1-6: PremierOne® Priority Level Definitions and Response Times. Via the ITSM, Motorola will
track the progress of each ticket from initial capture to resolution. Motorola will advise and inform the
customer of the ticket progress and tasks that require further investigation and assistance from the
customer’s technical resources.
Upon notification of the incident, the TSC will supply a ticket number for reference. For each reported or
alert generated incident, the TSC will apply a “Priority Level” classification, which has an assigned
target response time objective. This classification provides the means to manage the appropriate
response and engagement processes.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 186 of 372
The City of Carlsbad, CA
Page 161
Incident Reporting and Response
The CMSO Technical Support team is available via telephone 24/7/365 to receive and log requests to
address issues with PremierOne® systems. Remote Technical Support service is provided in
accordance with Section 1.5: PremierOne® Priority Level Definitions and Response Times.
At a minimum, when reporting an incident using the toll-free number (800-MSI-HELP, the TSC will
require:
• Customer name (Site)
• Caller’s name
• Caller’s contact number (supply alternate call back number)
• Description of the problem or request
• Operational impact of the problem (Priority Level)
The CMSO will respond to incident reports according to the priority levels defined in Section 1.5:
PremierOne® Priority Level Definitions and Response Times.
Reporting Trouble – The TSC number is provided to all customers for PremierOne® Solution issues. If
the issue cannot be resolved through our remote diagnostics by the TSC, then the customer technician
will be required to report on-site to assist with the troubleshooting effort.
Response Time – shall be defined as the amount of time expired between the time in which the issue
is either (a) detected by monitoring or (b) reported to TSC by the customer to the time that a qualified
technician is actively troubleshooting the issue.
For all incidents reported that are not determined to be a Critical P1 or High P2 incident, the response
time is related to the below office hours:
Note - Business Days is defined as Monday – Friday excluding holidays. Motorola holidays include (but are
subject to annual updates): New Year’s Day, Martin Luther King, Jr. Day, Memorial Day, Juneteenth, July 4,
Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, and Christmas Day.
Business Hours is defined as Monday – Friday 8 a.m. – 5 p.m. Pacific time.
Incident Time – means the period of time during which the service or any service component suffers
an Incident. Incident Time shall commence when the issue is either (a) detected by monitoring or (b)
reported to the TSC by the customer. Incident Time shall end upon completion of the repair or
restoration of the service or service component. Incident Time shall not include downtime attributable to
(a) Force Majeure conditions (as defined in the applicable agreement); or (b) scheduled preventive
maintenance that the customer was notified of and consented to in advance.
1.4.2.3 Inclusions
Remote Technical Support service will be delivered for Motorola-provided equipment, including
integrated third-party products.
1.4.2.4 Motorola Responsibilities
• Maintain availability of the Motorola CMSO TSC via telephone (800-MSI-HELP) 24/7/365 to
receive, log, and classify Customer requests for support.
• Open a ticket and categorize the reported issue or request.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 187 of 372
The City of Carlsbad, CA
Page 162
• Respond to and resolve incidents and technical service requests in accordance with Section
1.5: PremierOne® Priority Level Definitions and Response Times.
• Perform analysis to assist in identifying a corrective action plan.
• Provide the Customer with a corrective action plan outlining additional requirements, activities,
or information required to achieve restoral/fulfillment.
• Maintain communication with the Customer as needed until resolution of the incident.
• Coordinate technical resolutions with agreed upon third-party vendors, as needed.
• Escalate support issues to additional Motorola technical resources, as applicable.
• Determine, in its sole discretion, when an incident requires more than the Remote Technical
Support services described in this SOW and notify the Customer of an alternative course of
action.
• Provide regular status updates for incidents.
1.4.2.5 Limitations and Exclusions
The following activities are outside the scope of the Remote Technical Support service:
• Customer training.
• Remote Technical Support for third-party equipment or APIs not sold by Motorola or listed in
Addendum A.
1.4.2.6 Customer Responsibilities
• Prior to contract start date, provide Motorola with pre-defined information necessary to complete
CSP.
• Submit timely changes in any information supplied in the CSP to the SCM.
• Contact the CMSO Technical Support team to engage the Remote Technical Support service
when needed, providing the necessary information for Motorola to deliver the contracted
services under this Agreement. This information includes, but is not limited to, the name of
contact, name of Customer, system ID number, site(s) in question, and a brief description of the
problem that contains pertinent information for initial issue classification.
• Supply suitably skilled and trained on-site personnel when requested to reproduce, troubleshoot
or otherwise assist with software problem resolution.
• Validate issue resolution in a timely manner prior to close of the incident.
• Acknowledge that incidents will be addressed in accordance with Section 1.5: PremierOne®
Priority Level Definitions and Response Times.
• Cooperate with Motorola and perform all acts that are reasonable or necessary to enable
Motorola to provide Remote Technical Support.
1.4.3 Hardware Repair Coordination
Motorola will coordinate the hardware repair of PremierOne® system components that are supplied by
Motorola with third party vendors as listed on Addendum A Covered Products, Support Options and
Pricing.
1.4.3.1 Description of Service
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 188 of 372
The City of Carlsbad, CA
Page 163
At Motorola’s discretion, the third-party infrastructure may be sent to the original equipment
manufacturer or vendor for repair. If such equipment is essential to continued operation of the System,
interim/spare equipment will be provided.
1.4.3.2 Scope
Repair requests are assessed by the CMSO Technical Support team, which is available on a 24/7
basis. The Technical Support team will coordinate repairs with applicable third party vendors as listed in
Addendum A Covered Products, Support Options and Pricing.
1.4.3.3 Inclusions
This service is available on Motorola-provided infrastructure components, including integrated third
party products.
1.4.3.4 Motorola Responsibilities
• Access the CMSO TSC to request repair service.
• CMSO TSC will work with third-party vendors to coordinate the repair process and enable
remote work for the service.
• Create a ticket with third-party vendors to initiate the repair process of faulty equipment.
1.4.3.5 Limitations and Exclusions
The following items are excluded from this service:
• Physical, lightning, water, or shock damaged infrastructure components.
• Third-party equipment not provided by Motorola.
• Consumable items including, but not limited to, batteries, connectors, cables, toner or ink
cartridges, tower lighting, laptop computers, monitors, keyboards, and mouse.
• Video retrieval from digital in-car video equipment.
• Non-standard configurations, customer-modified infrastructure, and certain third-party
infrastructure not provided by Motorola.
1.4.3.6 Customer Responsibilities
• Indicate if Motorola or third-party infrastructure components being sent in for service were
subjected to physical, lightning, shock, or water damage.
• Ensure Motorola can access affected infrastructure components in order to package and ship
the malfunctioning component.
• Clearly print the return authorization number on the outside of the packaging.
1.4.4 Software Maintenance
1.4.4.1 Description of Service
Motorola Essential service includes remote upgrades of any On Demand (OD) and Cumulative Update
(CU) Motorola software releases that may be available. Motorola will only provide releases that have
been analyzed, pre-tested and certified in a dedicated test lab.
The customer will be responsible for scheduling remote support for the application of upgrades with the
Motorola TSC.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 189 of 372
The City of Carlsbad, CA
Page 164
1.4.4.2 Scope
Software releases, as well as any detailed documentation needed to implement the release, are posted
to the customer support portal for customer awareness.
Releases means an Update or Upgrade to the Motorola Software and are characterized as “On
Demand Releases,” “Cumulative Updates,” “Standard Releases,” or “Product Releases.” The content
and timing of PremierOne® Solution releases will be at Motorola sole discretion.
• An “On Demand Release” is a release of Motorola Software that is done on demand to address
critical issues like stability, performance or priority 1 or 2 functional issues.
• A “Cumulative Update” is defined as a release of Motorola Software that contains error
corrections to an existing Standard Release that do not affect the overall structure of the
Motorola Software. Cumulative Updates may contain product enhancements and
improvements. Cumulative Updates will be superseded by the next issued Cumulative Update.
• A “Standard Release” is defined as a release of Motorola Software that may contain product
enhancements and improvements, such as new databases, modifications to databases, or new
servers, as well as error corrections. A Standard Release may involve file and database
conversions, System configuration changes, hardware changes, additional training, on-site
installation, and System downtime. Standard Releases will contain all the content of prior On
Demand Releases and Cumulative Updates that are reasonably available (content may not be
reasonably available because of the proximity to the end of the release cycle and such content
will be included in the next release).
• A “Product Release” is defined as a release of Motorola Software considered the next
generation of an existing product or a new product offering. If a question arises as to whether a
Product offering is a Standard Release or a Product Release, Motorola opinion will prevail, if
Motorola treats the Product offering as a new Product or feature for its end user customers
generally.
Note -The City is entitled to On Demand Releases, Cumulative Updates, and Standard Releases that are released during
term of the Agreement.
1.4.4.3 Motorola Responsibilities
• Provide notification of available software releases via the customer support portal.
• Provide access to detailed documentation to support the application of software releases.
• Remotely install ODs and CUs as mutually agreed to with customer.
• Coordinate and schedule installation of a Standard Release in accordance with Section 1.4.5.
1.4.4.4 Limitations and Exclusions
• Provisioning efforts.
• Motorola on-site installation of ODs and CUs, but Motorola will provide remote installation of
ODs and CUs.
1.4.4.5 Customer Responsibilities
• Schedule remote support for software release application.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 190 of 372
The City of Carlsbad, CA
Page 165
1.4.5 Software Upgrade Services
1.4.5.1 Software Upgrade Services
Software Upgrade Services are defined as the labor services required to execute on the planning,
delivering, testing and training of Motorola PremierOne® Solution CAD Standard Releases of software
to the Customer when and if standard releases of software become available for those solutions
components purchased as part of the Motorola Maintenance and Support Agreement. The CMSO will
coordinate the services with the Customer.
1.4.5.3 Standard Release Software Upgrade Timing and Delivery Overview
• When and if a standard release version becomes available, Motorola will upgrade the
PremierOne® Solution suite up to once every two-year period commencing from year one of
maintenance/warranty agreement.
For software upgrades, existing hardware and the existing PremierOne® interfaces will be
reutilized with the upgraded PremierOne® software.
• All upgrade activities will be coordinated and scheduled to occur at times that are mutually
agreeable to the Customer and Motorola. Scheduling of upgrade events will be completed at a
minimum of thirty (30) business days prior to the commencement of upgrade activities.
• PremierOne® CAD update activities are not expected to require downtime. The rolling update
approach is employed where one application server is taken offline, updated, then placed back
online. The process is repeated until all application servers are updated, followed by the RDW
server and the SCOM. While CAD updates are taking place, the system is up and operational;
however, unforeseen circumstances may result in temporary unavailability of the System.
• Customer will act as liaison with all user agencies and other outside agencies and/or
organizations, if/as necessary.
1.4.5.4 Upgrade Kickoff Teleconference
In order to finalize the upgrade project schedule and procedures, the upgrade event will be initiated with
an Upgrade Kickoff Teleconference that includes key Customer and Motorola project participants.
The objectives of this task are:
• To introduce all project participants.
• Review roles of key participants.
• Review overall upgrade scope and objectives.
• Review resource and scheduling requirements.
• Review testing methodology.
• Review and finalize project schedule with Customer.
• Create testing plan to test PremierOne® Solution upgrades on staging environment.
• Review testing plan and acceptance criteria.
• Review features/functions introduced in the new software release version.
Motorola Responsibilities
Motorola Project Manager will direct Motorola efforts and serve as the Software Lifecycle Services.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 191 of 372
The City of Carlsbad, CA
Page 166
Software Upgrade Services
Software Upgrade Services are defined as the labor services required to execute on the planning,
delivering, testing and training of Motorola PremierOne® Solution CAD standard releases of software to
the Customer when and if standard releases of software become available for those solutions
components purchased as part of the Motorola Maintenance and Support Agreement.
Standard Release Software Upgrade Timing and Delivery Overview
When and if a standard release version becomes available, Motorola will upgrade the PremierOne®
Solution suite during the term of the Agreement.
Existing hardware and the existing PremierOne CAD interfaces will be reutilized with the upgraded
PremierOne® Solution software.
All upgrade activities will be coordinated and scheduled to occur at times that are mutually agreeable to
the Customer and Motorola. Scheduling of upgrade events will be completed at a minimum of thirty (30)
business days prior to the commencement of upgrade activities.
PremierOne® CAD update activities are not expected to require downtime. The rolling update approach
is employed where one application server is taken offline, updated, then placed back online. The
process is repeated until all application servers are updated, followed by the RDW server and the
SCOM. While CAD updates are taking place, the system is up and operational; however, unforeseen
circumstances may result in temporary unavailability of the System.
Customer will act as liaison with all user agencies and other outside agencies and/or organizations,
if/as necessary.
Upgrade Kickoff Teleconference
In order to finalize the upgrade project schedule and procedures, the upgrade event will be initiated with
an “Upgrade Kickoff Teleconference” that includes key Customer and Motorola project participants.
The objectives of this task are:
• To introduce all project participants.
• Review roles of key participants.
• Review overall upgrade scope and objectives.
• Review resource and scheduling requirements.
• Review testing methodology.
• Review and finalize project schedule with Customer.
• Create testing plan to test PremierOne® Solution upgrades on staging environment.
• Review testing plan and acceptance criteria.
• Review features/functions introduced in the new software release version.
Motorola Responsibilities
Motorola Project Manager will direct Motorola efforts and serve as the primary point of contact for the
Customer. The responsibilities of the Motorola Project Manager include:
• Maintain project communications with the Customer’s Project Manage primary point of contact
for the Customer. The responsibilities of the Motorola Project Manager include:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 192 of 372
The City of Carlsbad, CA
Page 167
• Maintain project communications with the Customer’s Project Manager.
• Manage the efforts of Motorola project team and coordinate Motorola activities with the
Customer’s project team members.
• Coordinate and oversee the installation of all licensed Motorola application software.
• Review and manage the scope of work for the upgrade activities.
• Review the upgrade acceptance criteria.
Customer Responsibilities
Customer will designate a Customer Project Manager who will direct Customer’s efforts and serve as
the primary point of contact for the Motorola Project Manager. The responsibilities of the Customer
Project Manager include:
• Maintain project communications with the Motorola Project Manager.
• Identify the efforts required of Customer staff and assign appropriate resources to meet the
Customer’s task requirements described in this Statement of Work.
• Liaison and coordinate with other Customer agencies, other governmental agencies and the
Customer’s vendors, contractors and common carriers, as applicable.
• Review and mutually approve upgrade acceptance criteria.
• Completion Criteria
This task is considered complete upon conclusion of the Upgrade Kickoff Teleconference.
1.4.5.5 Upgrade Preparation
The objective of this task is to perform the preparatory steps necessary for the PremierOne CAD/Mobile
upgrade.
Motorola Responsibilities
Perform scheduling and coordination tasks necessary to obtain required resources that will perform the
upgrade of the PremierOne CAD/Mobile server software.
Perform backup of PremierOne CAD/Mobile software and data files.
Confirm resource availability with Customer and reconfirm task dates.
This task is considered complete when Motorola has the completed the on-site data backup.
1.4.5.6 Test Environment
The objective of this series of task is to install the upgrade software on the test system environment and
validate release functionality.
Motorola Responsibilities
• Remotely create an environment on Customer’s PremierOne server(s) to conduct and initial
installation of the release software.
• If, at Motorola’s discretion, on-site resources are required to perform the upgrade, such
resources will travel to Customer site to perform upgrade tasks at no additional cost to
Customer.
• Install the release version of software on the staging (Test/Training) environment.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 193 of 372
The City of Carlsbad, CA
Page 168
• Verify PremierOne CAD/Mobile functionality in accordance with release criteria.
• Notify Customer of availability of the staging (Test/Training) environment enabling Customer to
perform Customer-specific testing activities.
• Address functional errors or anomalies discovered during customer testing.
Customer Responsibilities
• Observe testing in testing environment and acknowledge the delivery of the functionality
introduced in the release.
• Conduct testing in test environment and notify Motorola of any functional errors or anomalies.
Completion Criteria
This task is considered complete when the test environment is available for Customer testing and any
functional errors or anomalies are resolved.
1.4.5.7 On-Site or Remote Upgrade Implementation
The objective of this task is to conduct on-site activities required to complete the upgrade of the
PremierOne CAD/Mobile system.
Motorola Responsibilities
• If, at Motorola’s discretion, on-site resources are required to perform the upgrade, such
resources will travel to Customer site to perform upgrade tasks at no additional cost to
Customer.
• Bring down the production system.
• Reconfigure the data volumes as needed.
• Convert PremierOne CAD system files and or provisioning data files as required.
• Test each interface connection to ensure operational use of the each with the newly installed
Standard Release version.
• Modify those interfaces affected by the installation of the Standard Release version and modify
each as needed to provide same functionality as was provided prior to the installation of the
Standard Release version.
• Test system and subsystem interfaces to validate operation in accordance with the originally
installed interface requirement document.
• Assist in Customer testing as requested by Customer and verify that each PremierOne
subsystem component is ready to resume production operations.
• Install the applicable PremierOne subsystem client, application upgrades on client workstations
as listed in the Addendum A Covered Products, Support Pricing and Options.
• Train Customer on client upgrade process.
• Train Customer’s trainers/supervisors (up to 12) on new or changed features and functions
introduced through the standard release of the PremierOne CAD/Mobile solution.
Customer Responsibilities
• With Motorola assistance, coordinate the activities necessary to bring the production
PremierOne system down, i.e. close incidents, sign units and users off duty.
• Support Motorola software upgrade installation activities.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 194 of 372
The City of Carlsbad, CA
Page 169
• Provide and make available (during business hours, 8:00am to 5:00pm) the appropriate lines for
the testing of interfaces, to include 911, WWVB, Toning, etc.
• Verify that the system is ready to resume production operations.
• Install the PremierOne subsystem client on workstations beyond those upgraded by Motorola.
• Train end users on new or changed features and functions introduced through the standard
release of the PremierOne® Solution.
Completion Criteria
This task is considered complete when each PremierOne subsystem component upgrade is verified by
the Customer to be ready to resume production operation.
1.4.5.8 PremierOne CAD/Mobile Production Cutover
Upon verification that the upgraded PremierOne system is operational and ready to resume production use,
which means all anomalies and errors have been resolved, Motorola will assist the Customer with resuming
operations on the upgraded system.
Motorola Responsibilities
• Assist the Customer staff in resuming production operations on the upgraded system.
• Provide up to eight hours of support the day each upgraded subsystem component has
resumed production use.
Customer Responsibilities
• Schedule personnel to support the resumption of production use on the upgraded system.
Completion Criteria
This task is considered complete upon Customer resuming production operation of each PremierOne
sub system component.
1.4.5.9 PremierOne CAD/Mobile Upgrade Acceptance
The objective of this task is to certify completion of the PremierOne CAD/Mobile system upgrade.
1.4.5.9.1 Completion Criteria
This task is considered complete upon Customer resuming production use of each affected
PremierOne subsystem component.
1.4.6 Remote SA
Motorola’s Remote SA provides a dedicated resource who is responsible for delivering technical
services as outlined in this section.
1.4.6.1 Description of Service
The dedicated Remote SA will act as a liaison between the Customer and Motorola software and
hardware technical support teams. The Remote SA is trained in PremierOne CAD/Mobile products and
capable of accomplishing tasks related to diagnostic assistance, provide preliminary hardware and
software problem evaluation and possess the knowledge reasonably necessary to support the systems
outlined in this SOW.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 195 of 372
The City of Carlsbad, CA
Page 170
1.4.6.2 Scope
The Remote SA service provides remote equipment support.
Motorola Responsibilities
• Use authorized tools and processes outlined in this SOW to initiate technical support request
ticket.
• Assist in assessing and assigning the initial and the correct priority level per the priority level
definitions.
• Diagnose, triage and coordinate with Motorola technical support, Motorola engineering teams,
and contractually agreed upon third-party vendors to resolve reported system
incidents/problems.
• Supply all requested logs for problems that need to be diagnosed and resolved.
• Follow Customer required change management procedures prior to making any system change.
This may include seeking formal approval, coordination, user notifications, etc.
• Perform scheduled system backups. Monitor health of all backup related hardware. Maintain
and upgrade backup related software. Prior to performing system or database upgrades, create
a backup of the system and/or database to maintain a restoration point.
• Ensure that PremierOne® Solution full and incremental database backups complete
successfully.
• Work closely with support teams and contractually covered third-party vendors to provide any
additional information required by technicians to analyze and resolve incidents/problems (i.e.
logs, output, etc.).
• Archive PremierOne® Solution Data from the production database in order to maintain two (2)
years of production data.
• As applicable, engage third-party vendors of Motorola-provided equipment to provide contracted
services in connection with issues causing a system failure. This may include some instances
involving third-party vendor on-site support as well as coordination of third-party upgrade
services when applicable.
• In tickets where the resource has responded to system failure or critical issues, verify with
Customer that restoration is complete and/or System is functional.
• Provide ticket activity reports to Customer. Work cohesively with Customer to identify and
prioritize issues of greatest concern.
• Desktop/mobile Anti-Virus and Windows UAC: Install, configure, and upgrade chosen anti-virus
software. Appropriately configure the user account control settings in a manner that ensures the
files are accessible for system stability and successful operation.
• Support annual testing of failover from on premise CAD to CommandCentral CAD for DR.
• Third-Party Maintenance:
- .Net - Install, upgrade, configure, and maintain .net framework software as per minimum
requirements outlined by Motorola.
- SQL - Install, upgrade, configure, and maintain MS SQL application. Make resource
optimization changes pertaining to best practices.
- SQL Express - Install, upgrade, configure, and maintain MS SQL Express application. Make
resource optimization changes pertaining to best practices as required by Motorola.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 196 of 372
The City of Carlsbad, CA
Page 171
Customer Responsibilities
• Provide a properly trained technical resource responsible for supporting the Remote SA with
maintenance and support of your PremierOne® solution.
• Install, upgrade, configure, and maintain all servers hosting third-party products that are not
included in the Motorola solution but interface to Motorola products.
1.4.7 Security Update Services
Motorola’s PremierOne® Security Update Service (SUS) provides pretested security updates for
PremierOne® system components, minimizing cyber risk and software conflicts. The security updates
contain operating system security patches, Microsoft SQL security updates, network infrastructure
device updates, firmware and other key system component updates. The SUS deliverables have been
validated for compatibility with PremierOne® systems.
In order to receive the Security Update Services as defined within this section, the Customer is required
to maintain their PremierOne® system at a release level consistent with the PremierOne® support
policy. However, in no event will Customer be required to purchase new products to receive the
Security Update Services.
1.4.7.1 Description of Service
Motorola uses a dedicated information assurance environment to test and validate security updates.
Motorola deploys and tests security updates to check for and prevent potential service degradation.
Motorola releases tested, compatible security updates for download and installation. Once security
updates are verified, the patching solutions are made available on a secure website. Additionally, a
release notification email is sent to relevant contacts to inform them that a security update release is
available for download. If there are any recommended configuration changes, warnings, or
workarounds, the SUS team will provide information with the security updates on the secure website.
The Customer’s representative is responsible for downloading security updates, installing them on
applicable components, and rebooting updated components as required to complete the patching
process on client workstations/devices and equipment not provided by Motorola.
Motorola is responsible for downloading security updates, installing them on applicable components,
and rebooting updated components as required to complete the patching process on equipment
provided by Motorola.
1.4.7.2 Scope
SUS includes pretested security updates for the software listed in Table 1-3: Update Cadence. This
table also describes the release cadence for security updates. Notwithstanding this scheduled update
cadence, Motorola will comply with CJIS requirements as they relate to applying security patches with
the following caveats pertaining to SI-2:
Organization-defined (CJIS) time periods for updating security-relevant software and firmware may vary
based on a variety of risk factors, including the security category of the system, the criticality of the
update (i.e., severity of the vulnerability related to the discovered flaw), the organizational risk
tolerance, the mission supported by the system, or the threat environment. Some types of flaw
remediation may require more testing than other types. However, in the event CJIS requires
compliance with the aforementioned caveats pertaining to SI-2, Motorola will come into compliance.
SI-2 FLAW REMEDIATION
Control:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 197 of 372
The City of Carlsbad, CA
Page 172
a. Identify, report, and correct system flaws;
b. Test software and firmware updates related to flaw remediation for effectiveness and potential
side effects before installation;
c. Install security-relevant software and firmware updates within the number of days listed after the
release of the updates;
- Critical – 15 days
- High – 30 days
- Medium – 60 days
- Low – 90 days; and
d. Incorporate flaw remediation into the organizational configuration management process.
Update Cadence
Software Update Release Cadence
Microsoft Windows Monthly
Microsoft Windows SQL Server Quarterly
Fortinet Firewall Quarterly
Extreme Network Switches** Quarterly
HPE SAN Annually
TrueNAS Backup appliance Annually
VMWare Hypervisor Quarterly
HP SPP Firmware Quarterly
F5 Big-IP Quarterly
**Only 2023 configurations or later. Applies only to customers with Extreme switches.
Notwithstanding the scheduled update cadence, Motorola will comply with CJIS requirements as they
relate to applying security patches with the following caveats pertaining to SI-2:
Organization-defined (CJIS) time periods for updating security-relevant software and firmware may vary
based on a variety of risk factors, including the security category of the system, the criticality of the
update (i.e., severity of the vulnerability related to the discovered flaw), the organizational risk
tolerance, the mission supported by the system, or the threat environment. Some types of flaw
remediation may require more testing than other types. However, in the event CJIS requires
compliance with the aforementioned caveats pertaining to SI-2, Motorola will come into compliance.
SI-2 FLAW REMEDIATION
Control:
a. Identify, report, and correct system flaws;
b. Test software and firmware updates related to flaw remediation for effectiveness and potential
side effects before installation;
c. Install security-relevant software and firmware updates within the number of days listed after the
release of the updates;
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 198 of 372
The City of Carlsbad, CA
Page 173
- • Critical – 15 days
- • High – 30 days
- • Medium – 60 days
- • Low – 90 days; and
d. Incorporate flaw remediation into the organizational configuration management process.
1.4.7.3 Inclusions
Supported releases for PremierOne® SUS are shown in the table below, Table 1-4: PremierOne®
SUS.
Motorola reserves the right to determine which releases are supported as business conditions dictate.
Additional charges may apply in the event of supporting older releases. However, in no event will
Customer be required to purchase new products to receive the Security Update Services. Contact
Motorola’s PremierOne® product technical support at 800-MSI-HELP for the latest supported releases.
PremierOne® SUS
Service PremierOne® SUS
Supported Releases
PremierOne® Security Update Service
Customer Self-installed
Current Release
Current Release -2
Responsibilities for downloading and installing security updates and rebooting applicable hardware are
detailed in 1.4.7.6 Installation and Reboot Responsibilities.
Motorola Responsibilities
• Review relevant and appropriate security patches released by Original Equipment Manufacturer
(OEM) vendors.
• Release tested and verified security patches via Motorola’s secure website.
• Publish documentation for installation, recommended configuration changes, any identified
issue(s), and remediation instructions for each security update release.
• Advise Customer when security updates are available to download from the secure website.
• Download and apply patches to the Customer's system as applicable.
• Implement Motorola Technical Notices (MTN) to keep the system current and patchable.
• Upgrade system to a supported system release when needed to continue service. Contact
Motorola’s assigned CSA for the latest supported releases.
Customer Responsibilities
• Provide Motorola with predefined information necessary to onboard the service prior to the
Agreement start date.
• Provide timely updates on changes of information supplied to Motorola’s assigned Customer
Support Advocate (CSA).
• Update Motorola with any changes in contact information, specifically for authorized users of
Motorola’s secure website.
• Provide means for accessing Motorola’s secure website to collect the pretested files.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 199 of 372
The City of Carlsbad, CA
Page 174
• Comply with the terms of applicable license agreements between the Customer and non-
Motorola software copyright owners.
1.4.7.5 Limitations and Exclusions
• If Motorola provides network infrastructure elements not listed in the Update Cadence table
above, updates to these devices will be undertaken at the time of PremierOne® software update
or on an ad-hoc basis as required during business hours.
• Distribution to any other system or user other than the PremierOne system is not permitted.
• Motorola does not represent that it will identify, fully recognize, discover, or resolve all security
events or threats, system vulnerabilities, malicious codes or data, backdoors, or other system
threats or incompatibilities as part of the service, or that the agreed upon cadence/time of
delivery will be sufficient to identify, mitigate or prevent any cyber incident. Nevertheless, this
section does not limit or waive Motorola’s responsibilities and obligations set forth in Section
14.3 of the Agreement.
1.4.7.6 Installation and Reboot Responsibilities
Microsoft Windows servers and workstations often need to be rebooted before security updates take
full effect and mitigate vulnerabilities.
Motorola Responsibilities
• Deploy pretested files to the Customer’s system as instructed in the “Read Me” text provided on
Motorola’s secure website.
Customer Responsibilities
• When a security update requires a reboot, reboot workstations after security updates are
installed.
1.4.7.7 Disclaimer
This service tests OEM security updates. Delivering security updates for specific software depends on
OEM support for that software. If an OEM removes support (e.g. end-of-life) from deployed software,
Motorola may work with the OEM to reduce the impact which may include implementing a replacement
or purchasing extended support.
OEMs determine security update schedules, supportability, or release availability without consultation
from Motorola. Motorola will obtain and test security updates when they are made available and
incorporate those security updates into the next appropriate release.
All security updates are important. This service is intended to balance the security and compatibility of
tested updates with agreed upon time/cadence of delivery. Customer acknowledges the risk of this
inherent tradeoff. Nevertheless, this section does not limit or waive Motorola’s responsibilities and
obligations set forth in Section 14.3 of the Agreement.
Motorola disclaims any warranty with respect to pretested database security updates, hypervisor patches,
operating system software patches or other third-party files, express or implied. Further, Motorola disclaims any
warranty concerning non-Motorola software and does not guarantee Customers' systems will be error-free or
immune to security breaches as a result of these services. Nevertheless, this section does not limit or waive
Motorola’s responsibilities and obligations set forth in Section 14.3 of the Agreement.
1.5 PremierOne® Priority Level Definitions and Response Times
Table 1-6: PremierOne® Priority Level Definitions and Response Times
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 200 of 372
The City of Carlsbad, CA
Page 175
Priority
Level
Incident Definition Response Time
Critical
Priority 1
P1
An incident is deemed CRITICAL if one or multiple critical
functions are unavailable, or severely degraded such that the
customers' core business functions and capabilities are no longer
delivered or capable. The resulting critical impact to the
customers’ business is such that focus and resources must be
applied to restoration or mitigation.
Full system outage, systemic inability to process mission-critical
commands (e.g. incident creation), extreme systemic slowness, or
majority of clients unable to connect to the system, etc.
Telephone conference
within 1 Hour of initial
voice notification
High
Priority 2
P2
An incident is deemed HIGH if a business function is unavailable
and normal customer business activity is impacted or degraded,
and a workaround may be available to mitigate the effects of the
service impact; however overall efficiency or effectiveness is
degraded. This may apply to both critical and non-critical
functions.
Loss of a critical redundancy, subsystem or critical interface (e.g.
CommSys Query, Paramount ProQA, Fire Station Alerting, etc.),
systemic ARL failure, systemic recurring disruptive issues that
frequently impact users.
Telephone conference
within 3 Hours of initial
voice notification during
normal business hours
Medium
Priority 3
P3
An incident is deemed MEDIUM if business functions are
available, however, there is a deviation from the expected or
agreed upon level of service or other service condition not aligned
with the other defined impact levels.
Issues impacting a single client, intermittent issues, non-critical subsystems or interfaces (e.g. interfaces installed on RDW), RDW
or reporting problems, etc.
*System must be within two Standard Versions of the current
version for these tickets
Telephone conference
within 8 Hours of initial
notification during
normal business hours
Low
Priority 4
P4
A request is deemed LOW for minor requests.
This level is meant to represent minor issues, such as cosmetic
issues, documentation errors, general usage questions,
configuration questions and product or service Update requests.
*System must be within two Standard Versions of the current
version for these tickets
Telephone conference
within 2 Business Days
of initial notification
1.6 Conditions and Exclusions
1.6.1 Conditions
Motorola services enhance performance of your CAD systems. In order to provide a consistent level of
quality services, the following conditions and limitations apply:
• Remote monitoring, troubleshooting and restoration require that the Customer provides direct
remote access to all locations and equipment and that you have the necessary equipment and
connectivity available for the remote access session.
• The Customer must use hardware and software in accordance with the applicable Agreement
between Motorola and the Customer. Equipment may not be covered if exposed to misuse,
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 201 of 372
The City of Carlsbad, CA
Page 176
damage, unauthorized modification or other abuse or used in a manner for which it was not
designed by city staff.
• Equipment must be operated in a normal environment and protected from adverse conditions,
which may impact performance and/or damage equipment.
1.6.2 Exclusions
Motorola service and support obligations hereunder will not apply to any Motorola supported software
or hardware if correction of an error, adjustment, repair or parts replacement is required because of:
• Accident, neglect, tampering, misuse, improper / insufficient grounding, failure of electric power,
electric surge, shock, water damage, failure of the Customer and/or others to provide
appropriate environmental conditions, relocation of hardware or software, or causes other than
ordinary use. Does not exclude issues described above that were caused by Motorola or their
agents or subcontractors.
• Repair or alteration, or attempted repair or alteration of any supported hardware and/or software
by the Customer or others, unless otherwise approved in writing by Motorola.
• Connection of another machine, device, application or interface to Motorola supported
equipment (hardware and/or software) by the Customer or others, which has caused damage to
Motorola supported equipment.
• Damage or destruction caused by natural or man-made acts or disasters.
• Failure or degradation in performance of Motorola supported equipment (hardware and/or
software) due to the installation by city staff of another machine, device, application, or interface
not specifically certified and approved by Motorola for use in the Customer’s environment.
• The operation of the software in a manner other than that currently specified in applicable
product documentation.
• Incompatible or faulty Customer hardware and/or software interfaces.
• Modifications made without Motorola written approval to the OS, network, hardware or software
environment or software applications.
• Cosmetic repairs, furnishing consumables, supplies, or accessories, or Customer making
accessory changes, or adding additional devices or non-approved Motorola software
applications.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 202 of 372
The City of Carlsbad, CA
Page 177
Addenda D: Labor Rates
Maintenance and Support Agreement # USC000904816
The following are Motorola’s current labor rates, subject to an annual change that will not increase
more than 5% annually throughout the term of the Agreement.
The following rates apply to Customers with a current, active Maintenance and Support Agreement.
Billable rates apply to services authorized by the Customer and provided outside of the scope of the
Maintenance and Support Agreement and outside the selected Service Level PPM:
SERVICE HOURS LABOR RATES
8 a.m.-5 p.m. M-F (local time) $223 per hour, 2 hours minimum
After 5 p.m., Saturday, Sunday, Motorola Holidays $334 per hour, 2 hours minimum
The following rates apply to Customers without a current, active Maintenance and Support Agreement
and apply to services available on a Time and Material basis:
SERVICE HOURS LABOR RATES
8 a.m.-5 p.m. M-F (local time) $446 per hour, 2 hours minimum
After 5 p.m., Saturday, Sunday, Motorola Holidays $668 per hour, 2 hours minimum
Above rates reflect labor rate only. Additional fees for on-site travel expenses, third party expenses and
/or materials will be quoted at the time of customer request for services.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 203 of 372
City of Carlsbad July 23, 2021
Request of Proposals for Computer Aided Dispatch System
Motorola Solutions System and Application Software 5-23
5.12.2 Appendix B – Functional Requirements
MOTOROLA SOLUTIONS RESPONSE
Please see the following pages for Motorola’s completed Appendix B – Functional
Requirements document.
Exhibit "B"
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 204 of 372
Response
Proposed system complies with requirement.
Proposed system does not comply with requirement.
Proposer recommends an alternative no-cost way to meet requirement (provide
Proposed system requires software modification to comply with requirement (provide
Vendor is proposing to use a Third-Party to provide the desired functionality
N
A
City of Carlsbad Request for Proposals #20-13: CAD/Mobile Acquisition
Functional Requirements
This spreadsheet contains detailed functional requirements for the systems desired by the City of Carlsbad. These requirements
are based on the needs and requirements of the Carlsbad Police Department, as well as industry standard guidelines for public
safety systems design, implementation and operation. The following codes should be used to indicate the ability of the proposed
system to meet the City's needs:
Response Code
C
M
T
Provide the appropriate response code in the column next to each requirement. Where applicable and where requested, provide
additional information that describes the way in which the proposed system fulfills the given requirement or how an alternative
to the requirement will meet the City of Carlsbad's needs. Short responses may be provided in the "Comments" column, while
longer answers may be provided on a separate page. Do not insert rows into any portion of the document.
Please respond to each requirement. Omitted responses will be evaluated as response codes of "N" (proposed system does not
comply with requirement).
Please note that requirements listed in the "General" tab are intended to be system-wide, and therefore apply to CAD and Mobile
applications.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 205 of 372
1 General_System_Features
16 Code_Table_Administration
27 Security_Administration
84 Logons_and_Logoffs
110 User_IDs_and_Passwords
135 Audit_Trails
198 Dashboard__Report__Query_and_Search_Features
347 BOLs_
341 Online_Documentation
423 Multiple_Environments
Item #General Functional Requirements Response Code Comments
1 General System Features
2 Ability to provide the user with feedback as to the success or
failure of a system task, including, but not limited to:
3 Audible alert C
4 Visual alert C
5 Ability for system to automatically adjust number sequencing for
new calendar years.C
6 Ability for system to automatically account for daylight savings
time and any required parameter changes to daylight savings.C
7 Ability to adjust date to account for leap years.C
8
Ability for system to identify whether a system transaction occurs during the first 1:00 - 2:00 a.m. during fall daylight savings or the second 1:00 - 2:00 a.m. during fall daylight
savings.
N
9 Ability to date and time stamp all system transactions.C
10 Ability to have a single master time stamp for all application
components.C
11 Ability for all date and time stamps to be system generated.C
12 Ability to print with a single keystroke, including but not limited to:
13 Screen C
14 Window N
15 Field N
16 Code Table Administration
17 Ability for the agency to define codes for drop down menus (e.g.,
BN for brown, BL for blue).C
18 Ability for the agency to maintain code tables, without contacting
vendor.C
19 Ability to make changes and additions to the code tables without
modification to or recompilation of the application software.C
20 Ability to share code tables among application components.C
21
Ability for code table updates to propagate throughout the system
(e.g., an update in a code table for one application component
updates the same code table in other application components).
C
22 Ability to designate code table values as obsolete and unavailable
for current use, preventing further entry of that value, yet retain
the value in the table for inquiries on historical data.
C
23 Ability to create a new code and merge/link historical records to a
new code.N New code table may be created, however merging or linking code tables to historical records is not
supported.
24 Ability to store the date a code table value becomes obsolete.C
25 Ability to store the date a code table value becomes effective.C
City of Carlsbad, CA
Request for Proposals #20-13: CAD/Mobile Acquisition
General Functional Requirements
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 206 of 372
26 Ability to prevent display of obsolete code table values on drop
down lists.C
27 Security Administration
28 Ability to comply with CJIS software/application security
requirements.C
29 Ability to encrypt data transmissions, per CLETS/NCIC
requirements.C
30 Ability to create multiple security groups.C
31 Ability to assign personnel to security groups.C
32 Ability to assign users to multiple security groups.C
33 Ability for system adminsitrator to assign users to groups
based on call signs. C
34 Ability to enable users to override the group to which they are
assigned. N
35 Ability for agencies to define access permissions for each security
group.C
36 Ability to prevent users with expired CLETS/NCIC certification from
accessing CLETS/NCIC data.C
37 Ability to provide users with a reason for preventing access to
CLETS/NCIC data.C
38 Ability to view, add, maintain, modify and delete user profiles
based on:
39 Agency C
40 Security group C
41 User ID C
42 User name C
43 Any combination of the above C
44 Ability to restrict user access or security group access to files and
data fields for specified transactions:
45 Add/create C
46 Attach to email or send via other electronic method C
47 Delete C
48 Inquiry C
49 Modify C
50 Print C
51 View C
52 Ability to assign user access or security group access to files and
data fields for specified transactions:
53 Add/create C
54 Attach to email or send via other electronic method C
55 Delete C
56 Inquiry C
57 Modify C
58 Print C
59 View C
60 Ability to assign security access by physical device (e.g., PC,
terminal, tablet).C
61 Ability to remotely log out a workstation (mobile or desktop).C
62 Ability to lock out a user who is deemed a security risk while that
user is on-line (e.g., logged into the system).C
63 Ability to provide security at the following levels:
64 Application C
65 Database C
66 Field C
67 Record C
68 Report C
69 Screen C
70 Transaction C
71 System C
72 Ability to create temporary security profiles.C
73 Ability to tie security profiles to Active Directory user groups.C
74 Ability for applications to work independently in the event Active
Directory becomes unavailable.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 207 of 372
75
Ability to support alternate authentication technologies, including
but not limited to the following (please list additional compliant
authentication technologies in the comments column):
N
76 ID card N77Security token N
78 Biometric scanner N
79 Bluetooth N
80 Ability to flag a data element as confidential information for
security purposes.N
81 Upon data entry N
82 After data entry N
83
Ability for users who are not authorized to access confidential
information to see that the information exists, without being able
to see the actual information.
C
84 Logons and Logoffs
85 Ability to support a single user logon ID and password across CAD
and Mobile applications.N
86 Ability for system administrator to change user IDs.C
87
Ability to be logged onto multiple workstations at the same time
(e.g., logged into mobile computer in a vehicle and logged onto a
station computer at the same time):
88 Different types of workstation (e.g., desktop and laptop)C
89 Same types of workstations (e.g., two desktops)C
90 Ability to track user logon/logoff times and locations for time
reporting purposes.C
91 Ability to support LDAP or Active Directory authentication.C
92 Ability to support two-factor logon.C
93 Ability to support third-party identification devices for logons.C
94 Ability to automatically logoff a user after an agency defined
predetermined period of inactivity, based on:
95 User type C
96 Location C
97 Ability to disable automatic logoff for secured workstations.C
98 Ability to save user's data prior to automatically logging off the
user.C
99 Ability to save user's system preferences prior to user logoff.C
100 Ability to save multiple user preferences on the same type of device for each user.N
101
Ability to provide system generated message to system
administrator or supervisor when an agency defined number of
unsuccessful sign-on attempts have occurred.
C
102 Ability for the unsuccessful sign-on attempt message to include, at
a minimum:
103 Date and time C
104 Number of attempts C
105 User ID C
106 Workstation ID C
107 Ability to “lock out” a user and close applications after an agency
defined number of attempted logons.C
108 Ability to disable "lock out" feature.C
109 Ability to provide a secure lock-out with quick re-authentication to
restrict access to systems from an unattended workstation.C
110 User IDs and Passwords
111 Ability for the agency to define the following password and user ID
creation criteria:
112 Character limitations C
113 Minimum User ID length C
114 Maximum User ID length C
115 Minimum password length C
116 Maximum password length C
117 Uppercase characters C
118 Lowercase characters C
119 Special characters C
120 Numbers C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 208 of 372
121 Ability to use Active Directory for password maintenance.C
122
Ability for the agency to define which user-groups can reset
passwords on behalf of users (or create a security group that can
reset passwords on behalf of users).C
123 Ability to require the user to change their passwords at agency
defined intervals.C
124 Ability for the agency to set a global maximum time for allowing a
user to keep using a password.C
125 Ability to maintain a history of de-activated user IDs.C
126 Ability to disable password expiration feature.C
127 Ability to require the user to enter a new password twice (e.g., to
verify password).C
128 Ability to produce auto-notification of impending password
expiration.C
129 Ability to enforce strong passwords per CJIS requirements.C
130 Ability for individual system users to change their own passwords.C
131 Ability for system administrator to add and delete users. C
132 Ability for system administrator to disable an account.C
133 Ability to mask passwords when typed.C
134 Ability to encrypt passwords when stored and sent (i.e., no clear
text passwords).C
135 Audit Trails
136 Ability to create a security group defining who has audit trail
access permissions.C
137 Ability to maintain an audit trail at the following levels:
138 Field C
139 Record C
140 Module C
141 Application C
142 Text messages N
143 CLETS/NCIC Messages C
144 Ability to view all audit trail records.C
145 Ability to log all actions including, but not limited to:146 Keystrokes C
147 Queries C
148 Query returns C
149 Changes C
150 Updates C
151 Errors C
152 Security violations C
153 Attempted breaches C
154 File maintenance transactions (e.g., create, read, add, update,
delete transactions)C
155 Inquiries to all internal and external systems C
156 Transaction entries C
157 Print jobs C
158 Override C
159 Successful sign-on C
160 Unsuccessful sign-on attempts C
161 Unauthorized attempts to access data C
162 Ability for the agency to configure which transactions are recorded
in the audit log.N
PremierOne CAD’s audit feature records all
transactions associated with an incident. Viewing an
incident’s audit history displays these transactions for
that incident only.163 Ability to store audit trail data including, but not limited to:
164 User ID C
165 User name C
166 Terminal ID C
167 IP address C
168 Printer ID C
169 Security level C
170 Date and time stamp C
171 Transaction type C
172 Input, edit, deletion or inquiry C
173 Before and after values of modified data C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 209 of 372
174 Type of data accessed during an inquiry C
175 Report number (if applicable)C
176 Ability to review all computer activity performed by a specified
user during a period of time.C
177 Ability to log all vendor access to system (e.g., record a description
of all vendor activity).C
178 Ability to maintain historical data based on an agency defined
length of time.C
179 Ability to maintain file history so that field value changes can be
viewed both before and after change occurred.C
180 Ability to set audit log purge criteria.C
181 Ability to perform purge based on criteria.C
182 Ability to date, timestamp, view and audit all inquiries.C
183 Ability of the system to assign a unique identifier to each record
(i.e., log ID).C
184 Ability to comply with NCIC III logging requirements.C
185 Ability for all audit and logging functionality to be configurable.C
186 Ability to pull up a record and see (e.g., via a function key):
187 Who made last change to record C
188 Time and date stamp of last change to record C
189 Modifications made to record (before and after values)C
190 Ability to extract reports from the audit trail.C
191 Ability to secure audit log from user tampering.C
192 Ability to archive audit trails based on transaction type and/or
date.C
193 Ability to manually archive information based upon user-specified
parameters (time, file size, etc.).C
194 Ability to automatically archive information based upon the
following parameters:
195 Agency defined time period C
196 Agency defined file size C
197 Ability to print a log of all transactions for a Mobile computer.C
198 Dashboard, Report, Query and Search Features
199 Dashboards
200 Ability to support dashboards to display information at a glance in
the following applications:
201 CAD C
202 Mobile C
203 Ability for users to configure information displayed in personal
dashboards.C
204 Ability for dashboards to update dynamically as information is
entered into the system.C
205 Ability for dashboards to present information in the following
formats:
206 Text based C
207 Graphical C
208 Map based C
209 Reporting
210 Ability to provide a native reporting tool that can:
211 Create reports based on any operational data field in any system
database C
212 Create reports based on multiple operational data fields in any
system database C
213 Allow the end user to design report format C
214 Access multiple files and tables C
215 Print C
216 Generate HTML reports C
217 Create reports based on SQL queries C
218 Ability for the report generating tool to handle:
219 Arithmetic operations, including fractiles and percentiles C
220 A full suite of statistical operations C
221 Logic operations C
222 Ability for the report generating tool to handle the manipulation
of:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 210 of 372
223 Data formats C
224 Field sizes C
225 Editing rules for a field C
226 Field headings C
227 Data definitions C
228 Formatting rules C
229 Ability to maintain a general library of user-created reports.C
230 Ability to connect to database for business intelligence reporting
purposes.C
231 Ability to preserve all user-created reports during updates and
upgrades.C
232 Ability for all authorized users to access the general library of user-
created reports.C
233 Ability for users to put their own reports in a "dashboard" for later
use.C
234 Ability to send reports to individuals or groups (via system or
agency email).C
235 Ability to generate reports on a pre-determined schedule.C
236 Ability to automatically send scheduled reports to distribution
groups.C
237 Ability to auto generate reports based on agency defined
thresholds.C
238 Ability to notify agency defined users when thresholds have been
reached/exceeded.C
239 Ability to export reports results into standard formats, including:
240 Word C
241 PDF C Accessible PDF also available.
242 Access A Data can be exported and converted to Access, but
not direct export in Access.243 Excel C
244 Text files A Data can be converted from Word to text file.
245 Shapefiles N
246 HTML A Export will be in Web Archive (MHTML) which is an aggregate of HTML files. XML is also available for
export
247 Image files A Export is available in PPT which can be converted to
an Image.
248 CSV C
249 Ability to save reports for subsequent viewing and/or printing.C
250 Ability to delete reports after viewing and/or printing.C
251 Ability to view requested reports prior to printing.C
252 Law Enforcement Queries
253 Ability to run a query on:
254 Report number C
255 Incident number C
256 Officer information, including:
257 Name C
258 Badge Number C259IDC
260 Unit number C
261 Name information, including:
262 Name C
263 Identification number (driver's license, social security number,
etc.).C
264 Date of birth C
265 Address information, including:
266 Exact address C267StreetC
268 Intersection C
269 Business name C
270 Common name C
271 Vehicle information, including:
272 Vehicle identification number C
273 License plate number C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 211 of 372
274 Phone number C
275 Reporting District C
276 Boat Hull number C
277 Serial number for weapons C
278 Serial number for property C
279 Personal File Number (PFN)C
280 Any combination of the above C
281
Ability for query returns to display the name/ID of user requesting
information (e.g., if a Dispatcher runs a CLETS query on behalf of
an officer).
C
282 Ability to search and query multiple databases with one query
request.C
283 Ability to provide check boxes for users to indicate which
databases to query.N
284 Ability for subject queries of the following databases to return
photos, when available:C
285 NetRMS C
286 CLETS/NCIC C
287 DMV C
288 CalPhoto C
289 CalGangs C
290 LPR C
291 CSAR C292Regional Registrants C
293 SDLAW C
294 Ability to set agency defined defaults for databases to query
within each application.C
295 Ability to search multiple databases with a single query.C
296 Ability to consolidate query returns when multiple databases
are queried.C PremierOne CAD allows collapsible consolidation
297 Ability for multi-database query returns to indicate the
information source (e.g., CLETS, NetRMS, etc.).C
298 Ability to select any result from a query and drill down for
detailed information (e.g., hyperlink).C
299 Ability to drill down on query results.C
300 Ability to save queries for later use.C
301 Ability, when running a criminal history, to capture:
302 Date C
303 Report number C
304 Name C
305 Date of birth C
306 Purpose C
307 Charges C
308 Officer identification C
309 Identification number C
310 Searches311Ability to search on any operational data field.C
312 Ability to search on multiple operational data fields.C
313 Ability to access multiple files and tables in a single search.C
314 Ability to search narrative fields.C
315 Ability to search audit trails.C
316 Ability to search message logs.C
317 Ability to exclude specified text when conducting narrative text
searches.C
318 Ability to conduct searches based on:
319 Soundex C
320 "Wild cards"C
321 Exact match C
322 Partial information C
323 Boolean operators ("and," "or," and "not")C
324 Date ranges C
325 Keywords C
326 Ability to narrow down searches (search within a search).C
327 Ability to select any result from a search and drill down for detailed
information (e.g., hyperlink).C Note: This functionality must be supported by the
database being queried.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 212 of 372
328 Ability to restrict searches that result in large volumes of data by:
329 Providing a warning of the size of records found C
330 Requesting users to prompt the system to continue the search C
331 Requesting users to prompt the system to cancel the search C
332 Requesting users to modify the existing search criteria C
333 Ability to limit the number of records viewed at one time.C
334 Ability to clearly indicate when additional information (e.g., more
search results) is available.C
335 Ability to save searches for later use.C
336 Ability to turn on/off pagination for query returns.
337 Ability to export search results into standard formats, including:
338 Word C339PDFC
340 Access A Data can be exported and converted to Access, but
not direct export in Access.341 Excel C
342 Text files A Data can be converted from Word to text file.
343 Shapefiles N
344 HTML A Export will be in Web Archive (MHTML) which is an aggregate of HTML files. XML is also available for export
345 PDF C Accessible PDF also available.
346 Ability to drill down into search returns.C
347 BOLs
348 Ability for any authorized user to create BOLs.C
349 Ability to provide an audit trail for BOLs.C
350 Ability to associate a BOL with a CAD incident number.C
351 Ability to provide the following fields for a BOL record:
352 Date issued C
353 BOL expiration date C
354 Nature of the BOL C
355 BOL priority C356Subject name C
357 Subject description:
358 Height C
359 Weight C
360 Hair color C
361 Eye color C
362 Clothing description C
363 Date of birth C
364 Known address or location C
365 Driver's license number C
366 Vehicle description C
367 Vehicle license plate C
368 Weapon (multiple)N
369 Known associates C
370 Last known location C
371 Direction of travel C
372 Contact Information C
373 Person issuing the BOL C
374 Agency issuing the BOL C
375 Case or incident number C
376 Additional information in free-form text field C
377 Ability to search for BOL based upon any of the data fields.C
378 Ability to search the BOL narrative.C
379 Ability to accommodate multiple subjects in a BOL.C
380 Ability to accommodate multiple vehicles in a BOL.C381Ability to accommodate multiple weapons in a BOL.N
382 Ability to attach a file to a BOL.C
383 Ability to embed a photo in a BOL.C
384 Ability to update a BOL.C
385 Ability to set time limits for BOL retention.C
386 Ability to close a BOL.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 213 of 372
387 Ability to designate groups or individuals to whom BOLs should be
sent.C
388 Ability to view history of recently created BOLs.C
389 Ability to archive expired BOL records.N
390 Ability to search expired BOL records.N
391 Ability to export BOL as a PDF.C
392 System Documentation
393 Ability to access a system help menu.C
394 Ability to use either a mouse or command line to access the help
menu.C
395 Ability to provide context-sensitive help in the form of prompts
and instructions.C
396 Based on user's progress in workflow N
397 Based on data field C
398 Ability to provide context-sensitive help only upon a user request.C
399 Ability to provide help facility for an operation in progress via a
function key from a screen or field within any application.C
400 Ability to provide training modules through help menu.C
401 Ability to search help files by keywords.C
402 Ability to provide help facility via function key or icon from any
screen or field within any application.C
403 Ability to edit text in help files to address agency specific topics.C
404 Ability to maintain agency specific documentation and procedures,
including:
405 Glossary of terms C
406 Glossary of error codes C
407
Ability to augment vendor-supplied help tables with additional
information (e.g., add notes to a topic that are viewable along with
the vendor-supplied information).
C
408 Ability for the agency to create additional/new help files to supplement the vendor provided system documentation.N
409 Ability for help file to automatically update at the time of all
version/release updates.C
410 Ability to prevent software updates from overriding agency-
specific system documentation and help files.N
411 Ability for system administrator to create error messages.C
412 Ability for system administrator to edit error messages.C
413 Ability to track revisions to system documentation and help files,
including:
414 User ID C415Date and time C
416 Ability to provide help files in a Windows help format.C
417 Ability to bookmark topics.C
418 Ability to search help file by:
419 Keywords C
420 Phrases C
421 Topics C
422 Similar topics C
423 Multiple Environments
424 Ability to support multiple environments, including:
425 Production C
426 Test N
427 Training N
428 Backup N
429
Ability to provide a configuration tool to enable migrating specific
individual configurations from the test environment to the
production environment.N
430
Ability to provide a configuration tool to enable migrating specific
groups of configurations from the test environment to the
production environment.N
431 Ability to modify the test environment and transfer modifications
to the production environment.N
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 214 of 372
1 Global_CAD_Features
129 Call_Taking
334 Dispatching
477 Unit_Management
549 Call_Management
584 Call_Disposition
613 CAD_Mapping
666 CAD_AVL
571 Towed_Vehicles
755 CAD_Reporting_and_Query_Features
905 Messaging
1006 CAD_System_Admin
1062 Communications_Supervisor_Support
Item #CAD Functional Requirements Response Cod Comments
1 General CAD Requirements
2 Ability for authorized user to configure any CAD workstation to
manage:
3 Either call taking or dispatching functions C
4 Both call taking and dispatching functions C
5 Ability to maintain compliance with published NENA NG911
standards.C
6 Ability to provide dedicated fields to capture all CAD transactions in
an audit log. C
PremierOne CAD’s audit features record all
transactions associated with an incident. These include Comments, incident create, incident
status, recommendations, primary units, unit
actions, unit statuses, and many more.
Additionally interfaces can be audited to show
when an interface came offline, how long the interface was running, the interface
transactions, etc.
7 Ability to allow multiple personnel to work on a single incident.C
8 Ability to provide a visual identification (e.g., ID stamp) to identify
which call-taker/dispatcher entered specific information into a call.C
User ID and Console ID are include with all transactions made by a user
9 Ability to support remote access to CAD.C
10 Ability to perform the following via remote access:
11 Monitor Units C
12 Monitor Incidents C
13 Create Incidents N
14 Dispatch Incidents N
15 Run Queries N
16
Ability to achieve full application functionality via mobile devices
(i.e. smartphone, tablet, other than desktop). If limited CAD
functionality is available via mobile devices, but not all, please
provide written response in the comments column identifying the
available functionality.
C
The PremierOne Mobile client provides full
functionality available from PremierOne CAD in
the field.
17 Application User Interface
18 Ability for the agency to determine which window configuration
options are configurable at the user level.N
19 Ability for users to customize all window views, including, but not
limited to:
20 Font size N
City of Carlsbad, CA
Request for Proposals #20-13: CAD/Mobile Acquisition
Computer Aided Dispatch Functional Requirements
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 215 of 372
21 Font color N
22 Font type N
23 Window background color N
24 Window sizes N
25 Window locations N
26 Fields displayed N
27 Order in which fields are displayed N
28 Ability to save windows configurations based on user login,
irrespective of workstation.N
29 Ability to maintain window configuration settings during upgrades.N
30 Ability to reset configuration to default settings.N
31 Ability to display system messages without affecting work in
progress.N
32
Ability to have multiple windows open simultaneously (e.g., multiple
incident entry windows). If there is a limit to the number of windows
that can be open simultaneously, please specify in the comments
column.
N
33 Ability to tile or cascade multiple windows on screen.N
34 General Data Entry
35 Ability to support data entry via:
36 Mouse (point and click)C
37 Command line C
38 Preformatted masks C
39 Ability to execute any CAD function using the keyboard. (List
exceptions.)C
40 Ability to execute any CAD function using the mouse. (List
exceptions.)C
41 Ability to provide multiple command lines.C Command lines are available on all status
monitors and active work areas.
42 Ability to provide multiple call entry masks.C PremierOne provides six call entry masks
known as primary work areas
43 Ability to toggle between active call entry masks.C
A user can navigate/toggle to any of the six
work areas using the alt key and number of the
primary work area ex: alt +2 will toggle to work area 2
44 Ability for query returns to create a separate window from the query
mask.C
Query returns have the ability to be orphaned
into its own pane, which is moveable to any screen
45 Ability to create a new command line with a single keystroke.C
Command lines can be cleared with a single
keystroke. Additionally, new command lines can be opened from each status monitor
window.
46 Ability to link a command line to a distinct incident.C
In PremierOne CAD, the command line is assigned per work area where each can
display a distinct incident. There is also a
command line on each status monitor.
47 Ability to enter commands in any order on the command line.A
The default order of the command parameters
can be changed to match the specific
operations of your agency.
48 Ability to enter more than one command on a single command line.C
49 Ability to send the same comments via one command to any unit
associated with an event/incident. C
50 Ability to click on the map and populate the address field with the
corresponding location information.C
51 Ability to support:
52 Drop down menus C
53 Auto-completion C
54 Ability to provide word processing capabilities on narrative and
comment fields, including, but not limited to:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 216 of 372
55 Text wrap C
56 Paragraph formatting N
57 Bullets and numbering N
58 Copy and paste C
59 Grammar check N
60 Spell check N
61 Ability to add words to the dictionary for spell check.N
62 Ability to disable any word processing capabilities at the agency
level.N
63 Time Stamps
64 Ability to automatically time stamp all system transactions.C
65 Ability to manually create a time stamp.C
66 Ability to manually override a time stamp.C
67 Ability to capture the time a time stamp was overridden.C
68 Ability for all overridden time stamps to be recorded as a manually-
entered override time.C
69 Timers
70
Ability to configure incident timers based on agency-defined
parameters (e.g., unit status updates, incident type, incident status)
and times.
C
71 Ability to associate timers with:
72 Unit status updates C
73 Incident type C
74 Priority type C
75 Incident status (e.g., remained in pending for 20 minutes)C
76 Ability to alert user to the expiration of the timer via:
77 Audible alert C
78 Visual alert C
79 Ability to configure the alerts to repeat at agency-defined intervals
until the timer has been acknowledged.C
80 Ability to manually set timers.C
81 Ability to record acknowledgement of timer alert.C
82 Ability to provide the following options when a status timer expires:
83 Modify to new time value C
84 Reset to default value C
85 Stop timer C
86
Ability to alert agency defined users if an expired timer has not been
acknowledged after an agency defined period of time (e.g.,
escalation process).C
87 Flags and Alerts
88 Ability to automatically present user any flags/alerts associated
with:
89 Location C
90 Weapons C
91 Warrants C
92 Medical C
93 Key information (Knox Box, gate code, etc.)C
94 Hostile occupant C
95 Officer safety (known to resist, etc.)C
96 Agency-defined C
97 License Plate C
98 Person C
99 Weapons C
100 Warrants C
101 Medical C
102 Key information (Knox Box, gate code, etc.)C
103 Hostile occupant C
104 Officer safety (known to resist, etc.)C
105 Agency-defined C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 217 of 372
106 Other (if flags and alerts can be associated with any other identifier,
please list those in the "Comments" field)C
107 Ability, upon entering an address, to automatically present user any
flags/alerts associated with the address, including but not limited to:C
108 Hazard information C
109 Premise history C
110
Ability, upon entering an address, to automatically present user any
flags/alerts associated within a radius of the address entered,
including but not limited to:
111 Hazard information C
112 Premise history C
113 Ability for alerts to include:
114 Audible alert C
115 Visual alert C
116 Ability for the agency to configure which alerts are audible.C
117 Ability to require dispatchers to acknowledge that they have viewed
hazards.C
118
Ability, when querying a name, for user to be notified of an
associated alert (e.g., if the subject is flagged in the RMS, wanted via
CLETS/NCIC).
C
119 Ability to drill down into flags to display additional information.C
120 Ability to display incident history of address when creating an
incident.C
121 Ability for users to sort summary of past incidents by:
122 Chronological order (most recent call shown first)C
123 Call type C
124 Ability for user to add a flag/alert.C
PremierOne CAD provides various types of
flag/alerts through incident priority comments,
Premise/Hazard, and BOLO.
125 Ability to set an expiration for a flag/alert.C
126 Ability to add a temporary flag, comment or note to a location.C
127 Ability to notify agency-defined personnel of pending expiration of a
temporary flag.A
Notification can be manually sent through the
PremierOne CAD Messaging system or a City created custom report notification.
128 Ability to include flagged information with dispatches sent to
responding units.C
129 Call Taking
130 Call Receipt
131 Ability to receive call data from:
132 E9-1-1 phone system C
133 Non-emergency 10-digit phone numbers N
134 Text-to-911 N
135
Ability to automatically create a call for service when a 9-1-1 call
comes in through the phone system (e.g., create a call and open a
call entry mask):
136 Hard-wired 9-1-1 phone line C
137 Wireless 9-1-1 line C
138 Call Data Entry
139 Ability to enter incidents using preformatted screens.C
140 Ability for the agency to determine what data elements are
captured as part of the preformatted screen.C
The determination of data elements for capture
is based on existing PremierOne CAD fields. New data elements are not able to be created.
141 Ability to provide dedicated fields to capture all incoming call
information from the E9-1-1 system, including, but not limited to:
142 Caller name C
143 Caller telephone number C
144 Caller address/location calling from C
145 Incident location C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 218 of 372
146 Alternate telephone number C
147 Cellular phone service provider C
148 Phase I or Phase II indication C
149 X/Y coordinates C
150 Text messages (assuming phone system is NG9-1-1 capable)N
151 TTY conversation C
152 Any other information captured by the E9-1-1 system C
153
Ability to translate texts submitted through NG9-1-1 in a foreign
language to English. Please specify which languages can be
translated in the comments column.
N
154 Ability to attach multimedia messages (MMS), including videos or
pictures taken by citizens, to a call.N
155 Ability to automatically populate CAD screen with information from
E9-1-1 application, without manual intervention.C The automatic or manual population of ANI/ALI data to the incident form is a provisioning
setting in PremierOne CAD.
156 Ability to populate CAD screen with information from E9-1-1
application via manual intervention (e.g., function key, mouse click).C
The automatic or manual population of ANI/ALI data to the incident form is a provisioning
setting in PremierOne CAD.
157 Ability to select previous E9-1-1 data to populate call entry screen.N
158 Ability to provide dedicated fields to enter the following
information:
159 Individual (caller, witness, suspect)C
160 Multiple individuals C
161 Vehicle C
162 Multiple Vehicles C
163 Location C
164 Ability to generate an incident from a previous incident.C
165 Ability for authorized user to add comments to a call after it has
been dispatched.C
166 Ability for authorized user to add comments to a call (without re-
opening the call) after it has been closed.C
167 Ability to alert dispatcher that the call taker has added information
by:
168 Audible alert N
169 Visible alert C
PremierOne CAD displays a Priority Notification dialog box whenever another user
enters priority comments or makes priority
updates to an incident.
170 Location Capture
171 Ability to receive geographic coordinates from a cellular telephone
carrier.C
172 Ability to relate X/Y coordinates to an actual address.C
173 Ability to capture the following information upon receipt of a
wireless 9-1-1 call:
174 X/Y coordinates C
175 Street address of tower C
176 Nearest cross street C
Approximate addresses are given via a reverse
geocode of the lat/long, which then will give a
cross street
177 Exact address C Approximate addresses are given via a reverse
geocode of the lat/long
178 Ability to provide user with choices of ALI data for location capture
including:
179 X/Y coordinates C
180 Intersection C
181 Street Address C
182 Any combination of the above C
183 Ability to transform X/Y coordinates to a map for display.C
184 Ability to capture incident location separately from caller location.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 219 of 372
185 Ability to enter a location for an event by the following methods:
186 Street address C
187 Block number or address range C
188 Commonplace name C
189 Landmark C
190 Intersecting street names C
191 X/Y coordinates C
192 Point and click on a map C
193 Ability to suggest locations based on type-ahead capabilities for:
194 Street addresses N
PremierOne CAD supports a partial address
entry that will display all possible matches in
the Address Verification form.
195 Intersections N
PremierOne CAD supports a partial address
entry that will display all possible matches in
the Address Verification form.
196 Commonplace names N
PremierOne CAD supports a partial address
entry that will display all possible matches in
the Address Verification form.
197
Ability for agency to define the order in which type-ahead locations
are presented to the user (e.g., Carlsbad addresses before County
addresses, etc.)
C
198 Ability to type in either street first when entering intersections.C
199 Ability to save intersections as identical address points regardless of
order of streets entered (e.g., 1st/Main same as Main/1st).C
200 Ability for system to automatically parse address data into address
data fields including:
PremierOne CAD captures and stores the
Street number, direction, prefix, name, type,
and suffix data fields in one data element, which is then parsed for validation and
displaying on the CAD map.
201 Street number C
202 Street name C
203 Street prefix C
204 Street suffix (NW, SW, NE, SE)C
205 Street type (Av, Ln, Bd, "None")C
206 Unit type C
207 Unit number C
208 City C
209 Ability for user to include directional reference for a location (e.g.,
NB interstate 5, SO Exit 24).C
PremierOne CAD supports this requirement as
long as the directional reference is included in the GIS provided by the City.
210 Ability to auto populate location information in CAD as E911 system
receives updated location information.C
211 Ability to automatically override Phase I information with Phase II
information.C
212 Location Verification
213 Ability to verify locations for any address entered into the system
(e.g., CAD incident address, field initiated).C
214 Ability to override geoverified location.C
215 Ability to log all locations that fail geofile validation.C
216 Ability to create a report of all overridden geoverified locations.C
217 Ability to use the ALI reported location address for address
verification.C
218 Ability to validate an entry upon:
219 Operator request (e.g., press a button)C
220 Entry into location field C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 220 of 372
221 Ability to support Phase I wireless location validation from cellular
callers.C
222 Ability to support Phase II wireless location validation from cellular
callers.C
223
Ability to notify dispatcher if multiple street addresses/street
names/intersections with the same names are found in geofile with
City of Carlsbad locations listed first.
C
224
Ability to offer a list of address options if multiple similar
addresses/intersections/street names are found in geofile with City
of Carlsbad locations listed first.
C
225 Ability to display closest address matches based on:
226 Block ranges C
227 Building name C
228 Business name C
229 Common place names C
230 Intersections C
231 Phonetic spelling A
PremierOne CAD supports a partial address
entry that will display all possible matches in
the Address Verification form.
232 Soundex A PremierOne CAD supports a partial address entry that will display all possible matches in
the Address Verification form.
233 Street name C
234 Ability to display an unlimited number of common place names
during the address verification process.A PremierOne CAD will limit the response of possible matches to 100.
235 Ability to enter a valid street name and be presented with:
236 Aliases C
237 Associated address ranges C
238 List of cross streets C
239 Ability to translate call location to appropriate public safety
geographical boundary (e.g. district, beat, sector).C
240 Ability to translate alias names to actual street names or addresses.C
241 Ability to display, on a map the incident location in relation to other
active incidents on the map during the incident entry process.C
242 Ability to manually verify an address without creating an incident.C
243 Call Classification and Prioritization
244 Ability to display a drop down list containing incident types.C
245 Ability to enter the call type via the command line.C
246 Ability to support auto completion during the call classification
process.C
247 Ability to accommodate call type aliases (e.g., BURG/Burglary).C
248 Ability to override the system generated incident priority.C
249 Ability for an authorized user to assign a priority to an address or
location for a agency-defined period of time.A PremierOne CAD assigns a priority based on an
incident type. As an alternative, users can enter a
Premise/Hazard record for the location.
250
Ability to allow the authorized user to manually upgrade or
downgrade the system-assigned priority at any point during the call
(e.g., during call-taking, after dispatch).
C
251 Ability for dispatcher to change call type without impacting active
call data.C
252 Ability to maintain a history of call types if call type changes over the
course of an incident.C
253 Ability to visually identify the priority level of an incident (color-
code).C
254 Incident Initiation
255 Ability to initiate an incident from the input of location and type
code.C
256 Ability to input all call and narrative information on one screen.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 221 of 372
257
Ability to display a blank form for entering new incidents with a
single keystroke, mouse click or function key upon initiation of a
CAD incident.
C
258 Ability to copy an existing incident to create a new incident at the
same location.C
259 Ability to enter incidents using:
260 Standard call entry screen form C
261 CAD command on a command line C
262 Map by clicking on a location C
263 Duplicate Call Management
264 Ability to notify user of potential duplicate calls on the call entry
screen during initial call entry process.C
265 Ability to automatically identify potential duplicate calls based on:
266 Incident/call type N
267 Proximity to current incident C
268 Time parameter C The time parameter is based on recently closed incidents.
269 Specific incident address/event location C
270 Phone number A As an alternative, PremierOne CAD displays a Previous Phone Check based on a matching phone number from past Incidents.
271 Ability to display proximity calls on a map (e.g., to assist dispatchers
in identifying possible duplicate calls).A
As an alternative, PremierOne CAD will display potential duplicate calls with location information and
the ability to open the incident for further details.
272 Ability for the agency to configure the duplicate call identification
algorithm (e.g., defined proximity, definition of "recently closed").C
273 Ability to include the following in the potential duplicate call
identification process:
274 Recently closed calls C
275 Pending calls C
276 Self-initiated calls C
277 Active calls C
278 Ability to manually identify a duplicate call and transfer the
duplicate call information into the primary call.C
279 Ability to provide the user with the following information about
possible duplicate incidents:
The user must view the potential duplicate
incident to validate the following information,
items 235-241. This is a one-click feature from the Potential Duplicates window.
280 Incident details C
281 Caller phone number C
282 Incident status C
283 Incident type C
284 Time the incident was initiated C
285 Units assigned C
286 Original dispatcher C
287 Disposition code C
288 Ability for the dispatcher to do any of the following if a CAD incident
is determined to be a duplicate call:
289
Add to the original incident record a second complainant with
complete complainant information and additional incident
comments
C
290 Close a duplicate incident and cross-reference it to the original CAD
incident C
291 Create an entirely new incident using existing address data C
292 Ability to filter duplicate calls out of reports.C
293 Premise Information Retrieval
294 Ability to automatically initiate, upon address verification, an
address inquiry to search for associated premise information in CAD.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 222 of 372
295 Ability to search for premise information based on:
296 Address C
297 Sub-address (e.g., unit number, building floor, apartment number)C Premise Hazard searches are based on
proximity.
298 Partial address information (e.g., all addresses with apartment 14)C Premise Hazard searches are based on
proximity.
299 Block ranges C
300 Current business name C
301 Historic business name (unlimited number)C
302 Common place names C
303 Intersections C
304 Radius from an address/location C
305 Polygon search on map N
306 Ability to search for premise information on locations not associated
with incidents.C
307 Ability to automatically show premise history related to a current
incident (over an agency defined period of time).A
Premise history will appear after the address
has been verified. The display of this
information does not obstruct the work of the dispatcher.
308 Ability to indicate the number of past incidents at a location.C
309
Ability to retrieve and attach to a CAD call any information
associated with the premise (e.g., pre-plan information, previous
calls for service).
C
310
Ability to provide users with the choice of automatically or manually
including a hyperlink to any attachment associated with a location
(e.g. floor plans).
C
311 Ability for map to display all known hazards within a user-defined
radius.C
The PremierOne CAD map will display all known hazards related to the incident. The
radius/proximity is defined by the System
Administrator.
312 Ability to record in the incident history that premise history has
been viewed by the user.C
PremierOne CAD requires an
acknowledgement for Priority/Critical Premise
Hazard alerts.
313
Ability to recall any incident or premise history that has been viewed
(e.g., does not allow for only one time view of premise history or
incident).
C
314
Ability for premise information to be available to user but not
prevent operator from continuing current work (e.g., window does
not cover entire workstation screen).
C
315 Incident Scheduling
316 Ability to enter incidents scheduled for dispatching at a later time,
maintaining the original time of entry.C
317 Ability to identify the user that creates a scheduled call for service
within the scheduled call. C Information stored in the audit log.
318 Ability to visually differentiate a scheduled call from a standard call
when the scheduled call populates the pending call queue.C
319 Ability to modify incidents scheduled for dispatching at a later time,
maintaining the original time of entry.C
320 Ability to generate a call for service at specified intervals (e.g.,
directed patrol 5 hours after the last directed patrol left).N
321 Ability to cancel incidents scheduled for dispatching at a later time
maintaining the original time of entry.C
322 Ability to query all scheduled incidents (including cancelled
scheduled incidents).C
323 Ability to schedule an incident for a specific unit.C
324 Ability to require an acknowledgement of the scheduled incident
from a unit.C The acknowledgement from the mobile unit is a timestamp process from the user.
325 Ability to issue automated reminders prior to scheduled events
maturing and appearing in the pending queue.C
326 Ability to provide timers to notify users of a scheduled call at a
predefined amount of time prior to the scheduled incident.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 223 of 372
327 Ability for scheduled incident to automatically enter the pending
queue.C
328 Ability for officers to self-dispatch to scheduled incidents.C
329 Dispatching
330 CAD Incident Retrieval
331 Ability to alert a dispatcher to the arrival of a new incident via:
332 Audible alert C
333 Visual alert C
334 Ability to alert a dispatcher to the arrival of new incident
information via:
335 Audible alert C
336 Visual alert C
337 Ability to visually differentiate updated call information from
previously entered data.C
338
Ability to indicate whether the updated information has been
viewed by the primary dispatcher (e.g., font changes color after
viewed, etc.).
N
339 Ability to retrieve a CAD incident and review all available
information already entered up to the point of incident retrieval.C
340 Ability to sort pending incidents by:
341 Priority C
342 Location C
343 Incident type C
344 Time in pending queue C
345 Beat number C
346 Incident number C
347 Ability to keep incidents in pending queue indefinitely.C
348
Ability to forward an incident to another dispatcher (example:
"advise only" incidents, second dispatcher does not need to dispatch
resources for the incident).
C
349 Resource Recommendation
350 Ability to automatically provide appropriate resource
recommendations based on any combination of:
351 AVL location C
352 Beat/station location responsibility C
353 Closest unit taking into account:
354 Natural boundaries C
355 Obstacles C
356 Traffic C
357 Speed limits C
358 Street network C
359 Street direction C
360 Equipment availability C
361 Incident location (e.g., unique response for specific location)C
362 Incident type C
363 Incident priority C
364 Occupancy type (e.g. residential, office building)C
365 Pre-defined response plans (response area plan)C
366 Special conditions (e.g., heightened response)C
367 Special equipment required C
368 Special skills units required C
369 Type of units required C
370 Number of units required C
371 Unit status C
372
Ability to support numerous resource recommendation algorithms
based on agency defined parameters (e.g., priority 1 calls are
dispatched according to closest available unit and all other calls are
dispatched based on beat assignments).
C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 224 of 372
373
Ability to prioritize unit response based on incident type so that
appropriate units are automatically recommended and/or
dispatched in priority order.
C
374 Ability to re-recommend closest units when a new unit comes into
service.C
375 Ability to alert dispatcher when a new unit becomes available.C
376 Ability when upgrading an incident, for new unit recommendations
to take into account units already on-scene.C
377
Ability for system to update the unit recommendation if user makes
relevant incident information changes (e.g., type, location, alarm
level).
C
378 Ability to log recommendation overrides in the audit trail (e.g., log
recommended units versus dispatched units).C
379 Ability for dispatchers to supplement a resource recommendation
with an additional unit and/or unit type.C
380 Ability to visually identify whether a civilian ride-along is associated
with a unit.C
381 Ability to visually identify whether a trainee is associated with a unit.C
382 Response Plans
383 Ability to develop response plans based on:
384 Geographic area (beat, sector, etc.)C
385 Address C
386 Multiple response route configuration (e.g., divided highway).C
387 Time of day C
388 Call type C
389 Resource availability C
390 Ability to assign a single response plan with multiple call types.C
391 Ability to include multiple agencies in response plans.C
392 Ability to generate temporary response plans.C
393 Ability for user to override response plan recommendation.C
394 Ability to load a new response plan without stopping or pausing
application operations.C
395 Ability for a communications supervisor to update the response
plans (e.g., without assistance from technical support or vendor).C
396 Resource Determination
397 Ability to bring up a list of special skills/equipment for:
398 All personnel logged on C
399 A selected person C
400 Unit C
401 Ability to identify all personnel with a specific skill (e.g., language,
training) by:
402 Logged on and available C
403 Logged on and not available (e.g., on another incident)C
404 Not logged on C
405 Ability to display potentially available resources based on unit
status:
406 Assigned to a CAD call C
407 Assigned to a CAD call with a lower priority C
408 Unassigned C
409 Resource Dispatch
410 Ability for dispatcher to select and assign/re-assign recommended
units using any of the following methods:
411 Command line entry C
412 Function key C
413 Mouse (drag and drop onto map)C
414 Ability to dispatch units by:
415 Accepting the proposed application recommended units C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 225 of 372
416 Selecting and dispatching units other than those recommended by
the application C
417 Selecting some, but not all, of the recommended units C
418 Ability to log recommendation overrides in the audit trail (e.g.,
recommended units and dispatched units).C
419 Ability to automatically assign the initial unit dispatched as the
default primary unit. C
420 Ability for CAD to do the following upon dispatch:
421 Assign the recommended or requested units C
422 Remove the incident from the pending queue C
423 Send the incident to the assigned unit's mobile computer C
424 Start the status timers C
425 Update the status display C
426 Ability to dispatch more than one unit at a time to the same call.C
427 Ability to assign or add multiple units to an incident with a single
command.C
428 Ability to assign a unit to an incident to which it was not originally
recommended.C
429 Ability to provide dispatcher notification that dispatches have been
successfully delivered.A
PremierOne Mobile users can manually
acknowledge receipt of incident information on their MDT through a timestamp.
430 Ability to resend a dispatch to the originally dispatched unit.C
431 Ability for primary dispatcher to be the only user that can dispatch a
call.C
432 Ability for any authorized user to dispatch a call. C
433 Field-Initiated Calls for Service
434 Ability for field personnel to initiate a call for service from the
mobile computer (e.g., traffic stop).C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
435 Ability for Dispatchers to add additional units to a self-initiated
incident.C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
436 Ability for units to add themselves as additional units to a self-
initiated call based on call type.C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
437 Ability to capture AVL coordinates when field personnel initiate a
call for service from the mobile computer.C PremierOne Mobile meets this requirement as long as the user permissions is correct.
438 Ability to capture unit ID number when incidents are initiated by a
unit in the field.C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
439 Ability to geovalidate addresses of self-initiated incidents.C PremierOne Mobile meets this requirement as long as the user permissions is correct.
440 Ability for dispatcher to link a field-initiated call to another incident.C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
441 Ability to use one command line to enter a field-initiated incident
and place the initiating unit on-scene.C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
442 Ability to provide dedicated fields to record the following
information when a unit is placed in a traffic stop status:
443 Location of the stop C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
444 Number of occupants in the vehicle C PremierOne Mobile meets this requirement as long as the user permissions is correct.
445 Vehicle license plate C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
446 State of registration C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
447 Vehicle identifier (make, model, color)C PremierOne Mobile meets this requirement as long as the user permissions is correct.
448 Driver information C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
449 Ability to limit field self-initiated calls to specific call types.C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
450 Ability to notify dispatcher of any self-initiated call for service.C PremierOne Mobile meets this requirement as
long as the user permissions is correct.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 226 of 372
451 Unit Assignment to CAD Incident
452 Ability to update unit status to associate the dispatched unit or units
with the CAD incident.C
453 Ability for the dispatcher to assign a unit to be the primary unit for
an incident.C
454 Ability for dispatcher to change the primary unit during an incident.C
455 Ability for dispatcher to change the primary unit after closing an
incident.C
456 Ability to record the change of primary unit in the incident record.C
457 Ability to take a unit off a call and reassign the unit to a new call via:
458 Single command C
459 Drag and drop C
460
Ability for a dispatched call for service to return to the pending
queue if a unit is reassigned prior to the assigned call being
dispositioned.
C
461 Ability to use one command to both dispatch and put "on scene"
field personnel (e.g., if field personnel is "out with another unit").C
462 Ability to hold an incident for a specific unit.C Call stacking allows incidents to be stacked
against a unit.
463 Ability to hold an incident for a period of time and remove it from
the pending queue in CAD and Mobile.C
464 Ability to automatically (without user intervention) notify the
dispatcher of a held incident when the unit becomes available.A
Stacked calls are managed on a Stacked
Incident Summary screen. From there the
dispatcher can allow a stacked incident to be automatically dispatched once the unit is
available or manually
dispatched/swapped/reassigned.
465 Call Preemption
466 Ability to pull a unit off an incident and reassign the unit to a new
incident.C
467 Ability to return CAD incident to the pending dispatch queue if all
units are removed from an active incident.C
468 Ability to visually indicate a preempted call (e.g., highlight last unit
assigned).C
469 Ability to support a swap feature to allow two units to swap
incidents with a single command.C
470 Call Stacking/Queuing
471 Ability to hold an incident for a specific unit.C
472 Ability to hold more than one incident for a given unit or resource
(call stacking).C
473 Ability to automatically (without user intervention) notify the
dispatcher of a held incident when the unit becomes available.C
474
Ability for the agency to set time limits for stacked calls by priority
(e.g., a queue limit of two hours for priority 5 calls and one hour for
priority 3 calls).
C
475 Ability for administrator to turn call stacking on and off.C
476 Ability to stack calls based on call type.C
477 Unit Management
478 Unit Placement in Service
479 Ability to log one or more units on-duty/off-duty with a single
command.C
480 Ability to automatically assign a beat to a unit upon logon.C
481 Ability to assign a unit to multiple beats.C
482 Ability to modify a unit's assignment during a shift.C
483 Ability to define a roster (e.g. squad, company).C
484 Ability to place all units in a previously defined roster on or off-duty.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 227 of 372
485 Ability to allow for a single unit exception when placing a roster on
or off duty.C
486 Ability to designate a unit available for only certain:
487 Call type C
488 Call priority C
489 Ability for units to log themselves into or out of service.C
490 Ability to prevent units from logging themselves into and out of
service.C
491 Ability to indicate a unit does not have a mobile computer.C
492 Assigned Unit Status Display
493 Ability to monitor an unlimited number of units.C
494 Ability to display the following unit information:
495 Beat C
496 Call type C
497 Case number C
498 Current incident number C
499 Current location C
500 Current status C
501 Elapsed time in status C
502 Group C
503 Last known location C
504 Logged onto Mobile (Y/N)C
505 Original location C
506 Call priority C
507 Radio ID C
508 Special note or comments C
509 Special skills/training C
510 Home district C
511 Unit ID/call sign C
512 Unit type C
513 Vehicle number C
514 Ability to automatically update and display unit status data.C
515 Ability to sort displayed data by any unit information (e.g., shift,
incident, unit, location, status).C
516 Ability to filter the units to be displayed in a single status monitor
(e.g., by beat, status, out of service (mechanical)).C
517 Ability to visually differentiate, through color, text and/or symbols,
unit status:
518 On CAD unit status display C
519 On map display C
520 Unit Activity Tracking
521 Ability to record all unit assignments.C
522 Ability to record all unit locations.C
523 Ability to record all unit status changes.C
524 Ability to record all elapsed time on a call.C
525 Ability to review unit status history within the CAD application.C
526 Ability to update location and note mileage for multiple stops.C
527 Ability to record multiple arrival times, including:
528 Arrival at a staging area C
529 Arrival at the incident location (e.g., room within a building)C
530 Arrival at the scene (e.g., general location)C
531 Ability to record multiple units arriving:
532 At one time (all at once)C
533 At different times C
534 Ability to place "at the scene" units that were not originally
dispatched to the call.C
535 Ability to assign (potentially multiple) units to a specific location
which is different from the incident location.C Each unit status timestamp can store a unit
location, separate from the incident location.
536 Ability for a dispatcher to change the location of a unit at any time
while the unit is still assigned to an incident.C Each unit status timestamp can store a unit
location, separate from the incident location.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 228 of 372
537 Ability to update the location of a unit without altering the original
incident location. C Each unit status timestamp can store a unit
location, separate from the incident location.
538 Status Monitoring
539 Ability to initiate status changes via the following methods:
540 Data fields C
541 Function key C
542 Mouse click (e.g., screen icon)C
A screen icon status change is not available.
However, other mouse click functionality such as right-click to a status sub-menu can initiate a
status change.
543 Ability to automatically notify users monitoring or displaying the
incident that information has changed via a visual alert.C
544 Unit Clearance
545 Ability to clear one unit from a CAD incident while allowing the
other assigned units to remain on the call.C
546 Ability to select any number of units to clear from CAD incident.C
547 Ability to clear all units simultaneously from a CAD incident.C
548 Ability to require a disposition to be entered prior to clearing the
primary unit from a CAD incident.C
549 Incident Management
550 CAD Call Display
551 Ability to monitor an unlimited number of calls for service. (If
limited, indicate the maximum in the "comments" field.)C
The data available for display within a status
monitor window is limited by the data applicable
for that window type and 950 items.
552 Ability to dynamically display (e.g., automatically update) incident
status data in a summary window (status monitor).C
553 Ability to review incident information in reverse chronological order.C
554 Ability to display a window listing pending and holding incidents
entered from any CAD workstation.C
The PremierOne CAD Pending Queue will
display pending and holding incidents from any CAD workstation.
555 Ability to allow for an unlimited number of agency-defined incident
statuses.C
556 Ability to view incident details of one or more incidents at a time.C
Status Monitors can display Pending and Active incident details. Additional Status
Monitors can be created for specific agency
needs.
557 Ability to click on an active incident and highlight all assigned units
in the unit monitoring window.C
558 Ability to show incidents on the CAD mapping display.C
559 Ability to accommodate multiple locations for one call.C
560 CAD Incident Updates
561 Ability to add new or additional information to a CAD incident.C
562 Ability for multiple operators to simultaneously modify the same
incident.C
563 Ability to automatically identify (e.g., ID stamp) the operator adding
information to a call.C
564 Ability to display the following information when additional
information is added to an incident:
565 Time information was added C
566 ID of person entering information C
567 Ability to display new information added to the incident without
requiring the user to open the call.C
568 Ability to simultaneously notify dispatcher and dispatched units of
updated information.C
569 Reopening CAD Incidents
570 Ability to reopen closed incidents.C
571 Ability to reopen a closed call without losing previously recorded
date and timestamps.C
572 Ability to assign units to reopened calls.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 229 of 372
573 Ability for dispatchers to add comments to a CAD call record after
the call is closed without reopening the incident.C
574 Ability to add a case number to a closed incident. C
575 Ability to change the disposition code of a reopened call.C
576 Ability to date and timestamp a reopened call multiple times.C
577 Cross-Referencing Calls
578 Ability to cross-reference an unlimited number of active incidents.C
579 Ability to cross-reference an unlimited number of closed incidents.C
580 Ability to cross reference one call to another by inserting a hyperlink
to the cross referenced call.A
PremierOne refers to this feature as
Associated Incidents and requires the clicking of a button, rather than a hyperlink, to access
the referenced call.
581 Call Disposition
582 CAD Incident Cancellation
583 Ability to cancel an incident with a single command.C
584 Ability to mandate that the user enter a reason for canceling an
incident prior to the system executing the command to cancel.C
585
Ability to automatically remove the incident from the pending or
active incidents queue and add the disposition (e.g., cancelled) upon
execution of a command canceling an incident.
C
586
Ability to automatically clear all dispatched units from the incident
upon incident cancellation (e.g., upon invoking the cancel
command).
C
587 Disposition Recording
588 Ability for the agency to define disposition codes.C
589 Ability to differentiate between an initial disposition and final
disposition.C
590 Ability to support an unlimited number of disposition types.C
591 Ability to require a disposition code before an incident can be
cleared.C
592 Ability for either dispatchers or field personnel to enter the
disposition code.C
593 Ability to enter comments of an unlimited length with a disposition
code.C
594 Report Initiation
595 Ability to notify responding officer whether a report is required
based on disposition code.C
596 Ability to transfer call for service data to:
597 RMS C
598 Report writing application C
599 Ability to transfer call for service data:
600 Upon transfer to dispatcher C
601 Upon incident closure C
602 On demand (i.e., manual initiation of transfer)N
603 CAD Incident Closure
604 Ability to close a call that does not require the dispatch of resources.C
605
Ability to enter a closing disposition code at the time of call creation
to avoid having the call appear in the pending queue (e.g., call is
created and closed prior to the dispatching of resources).
N
606 Ability to change an incident disposition after a call is closed, but
maintain a history of the original disposition.C
607 Ability to clear more than one selected unit from an incident while
leaving one or more selected units on the incident.C
608 Ability to clear a single unit from an incident without clearing other
assigned units from the incident.C
609 Ability to clear multiple units without closing the incident.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 230 of 372
610 Ability to clear multiple units with a single disposition.C
611 Ability to require a disposition prior to allowing a call to be closed.C
612 Ability to close an incident when the final unit is cleared from the
incident.C
613 CAD Mapping
614 Ability for mapping functionality to be integrated into CAD
application.C
615 Ability to select multiple map layers for display, limited only by the
number of available map layers.C
616 Ability to display the following on the map:
617 Location of 9-1-1 caller C
618 Location of all pending and active 9-1-1 calls C
619 Incident location during address verification C
620 Units based on AVL or last known locations (regardless of status)C
621 Ability to select units to display on map by user-defined criteria
including, but not limited to:
622 Beat C
623 Incident number C
624 Incident type C
625 Status C
626 Type C
627 Unit ID C
628 Ability to pull up a call for service and have it automatically show up
on the map.C
629 Ability for users to prevent the map from automatically zooming to
an active call for service.N
630 Ability to zoom in and center map display on:
631 Incident location during address verification C
632 CAD incident in active window C
633 Last known location of a selected unit (AVL or unit status)C
634 Vehicle activating emergency button C
635
Ability to click on a unit and follow it on the CAD map at a user-
defined zoom level and maintain the level of zoom as the CAD map
is updated.
C
636
Ability to prevent the zoom level from automatically modifying
during an active incident (e.g., not automatically zooming out when
new units are added).
C
637 Ability to update unit status from the CAD map.C
638 Ability to click on an incident on the CAD map and review incident
information.C
639 Routing
640 Ability to provide directions to an incident from a unit's last known
location or, if available, current location based on AVL.C
641 Ability to adjust routing recommendations based on closed streets.C
642 Ability for operational user to close streets by clicking on a specific
area (e.g., street, hundred block area) from the CAD map.C
643 Ability for user to define an expected duration for street closures.C
644 Ability to alert user when the expected duration for a street closure
has expired.C
645 Ability to push closed street information to mobile computers.C
646 Ability to push all map updates to the Mobile map.C
647 Ability to project anticipated response times between two points on
a map.C
648 Ability for dispatcher to view the quickest route (based on time)
from dispatched unit location to incident. C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 231 of 372
649 Ability for dispatcher to view shortest route (based on mileage) from
dispatched unit location to incident.C
650 Ability to incorporate live traffic conditions into routing
recommendations.N
651 Perimeters
652 Ability to create perimeter locations by drawing a perimeter on the
mapping display.C
653
Ability to create a perimeter by identifying the location and requisite
perimeter size (e.g., 300 yards around incident location) and have
the perimeter location automatically generated.
A
The user can click on the center of the circle to
be drawn on the map then specify a radius, if needed.
654 Ability to display the drawn perimeter on the map and have it
displayed for all responding units on their Mobile computers.C
655 Ability to dispatch units to perimeter locations.N
656 Ability for units to place themselves on a designated perimeter
location.N
657 Ability to annotate the map.C
Supplemental location description can be
identified to give further information about the
incident location
658 Ability for a user's annotated map to be shared with other users.C
659 Automatic Vehicle Location (AVL)
660 Ability to support the use of a continuous, real-time AVL system.N
661 Ability to support location technology outside of vehicle (e.g.,
on the person, device other than MDT, etc.).C APX radios emergency, PremierOne Mobile
662 Ability to automatically refresh current vehicle location at agency-defined time and/or distance intervals.C
663 Ability to alert agency defined users if AVL data is not
successfully transferred at the agency defined polling rate.A
664 Ability to turn AVL on/off by:
665 Agency A AVL units can be filtered from the CAD map display by their agency, units, and vehicle
types.
666 Unit A AVL units can be filtered from the CAD map display by their agency, units, and vehicle
types.
667 Ability to default to agency-defined defaults for dispatching when
AVL is turned off.C
668 Ability to automatically mark a unit on-scene when it comes within a
certain number of feet of the incident location.N
669 Ability for the agency to define what constitutes on-scene.N
As it pertains to automatically marking a unit on-scene, there are no provisioning options to
define a unit as on-scene within a certain
radius of the incident location.
670 Ability to prevent use of on-scene function if unit is not within an
agency-defined radius of incident.N
671 Ability to log the specific X/Y coordinate from where the unit was
dispatched prior to responding to an incident.A
PremierOne CAD logs an AVL units X/Y
coordinates based on the GPS reporting
cadence. This data can be used to determine
the unit's location around the time of dispatch,
however likely not at the exact time. 672 Ability to generate reports from AVL data, including:
673 Vehicle route N
674 Speeds along the route N
675 Ability to provide an AVL playback utility based on:
676 Date C
677 Time C
678 Unit C
679 Ability to export AVL playback data in common file type.N
680 Towed Vehicles
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 232 of 372
681 Contractor Rotation List
682 Ability to support an automated contractor rotation list.C
683 Ability for the application to recommend a contractor based on any
combination of the following:
684 Equipment Required C
685 Type of tow C
686 Order in Rotation C
687 Incident Location C
688 Time of day (e.g., hours of operation)C
689 Agency C
690 Ability to automatically place a contractor at the end of the rotation
list after selected for service.C
691 Ability to assign a contractor based on:
692 Date range N
693 Day of month N
694 Time of day N
695 Ability to record that a contractor was selected from the service rotation list.N
696 Ability to recommend the next available contractor if the initial
contractor is unavailable.C
697 Ability to record reason why a contractor was not selected.C The user is presented with a dropdown list of action codes for the proposed contractor.
698 Ability to record contractor response.C
699 Ability to temporarily remove a contractor from the list for an
agency-defined length of time.C
700 Ability to place contractor at top of list if incident is cancelled by the
agency.A The user must cancel the contractor before the incident is closed to put the contractor on the
top of the list.
701 Ability to override contractor recommendation.C
702 Ability to enter a contractor that is not part of the rotation.N
703 Ability for all actions regarding the contractor rotation and selection
to be associated with an incident record.C
704 Towed Vehicle History
705 Ability to attach tow history to a call for service record.C
706 Ability to document reason for the tow.C
707 Ability to associate multiple vehicles with a single tow incident.C
708 Ability to track the total number of vehicles towed per incident. C
709 CAD Reporting and Query Features
710 CAD Reporting and Analysis
711 Ability to provide a native reporting tool that can:
712 Create CAD reports based on any data field in the CAD database N
713 Create CAD reports based on multiple operational data fields in the
CAD database N
714 Ability to generate the following standard reports from within the
CAD application:
715 Incident analysis by day of week N
716 Incident analysis by hour of day N
717 Incident analysis by day of week and hour of day N
718 Incident analysis by geographic area C
719 Incident analysis by shift N
720 Incident analysis by beat C
721 Incident analysis by call type C
722 Incident analysis by disposition N
723 Incident analysis by workstation N
724 Incident analysis by call-taker C
725 Incident analysis by dispatcher C
726 Incident analysis by priority code C
727 Incident analysis by geographic area by hour of day N
728 Incident analysis by unit N
729 By dispatcher:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 233 of 372
730 Time from call receipt to call entry for all priority levels, by incident
number C
731 Time from call entry to call dispatch for all priority levels, by incident
number N
732 Time from dispatch to on-scene for all priority levels, by incident
number C
733 By call center:
734 Time from call receipt to call entry for all priority levels C
735 Time from call entry to call dispatch for all priority levels C
736 Time from dispatch to on-scene for all priority levels C
737 By date range:
738 Time from call receipt to call entry for all priority levels C
739 Time from call entry to call dispatch for all priority levels C
740 Time from dispatch to on-scene for all priority levels C
741 False alarm reports N
742 Fractile reports N
743 Fractile reports by unit N
744 Processing time by method of call receipt N
745 Response times by geographic area C
746 Response times by type of call/priority C
747 Response times by original call destination N
748 Response times by assigned unit N
749 Total and average time on call – by day of week N
750 Total and average time on call – by geographic area N
751 Total and average time on call – by hour of day N
752 Total calls for service by:
753 Date or date range C
754 Disposition N
755 Time of day N
756 Location N
757 Total incidents by date by nature or disposition C
758 Any combination of the above N
759 Ability to provide an analytical tool that reviews workload by, but
not limited to:
760 Workstation N
761 Call taker/dispatcher N
762 Officer N
763 Ability to report on unavailability of field personnel resources.N
764 Ability to report on unavailability of equipment resources.N
765 Ability to account for unavailable resources in response time
calculations.N
766 Ability to capture a snap shot, based on day and time parameters,
of:N
767 A workstation N
768 General CAD system N
769
Ability to generate, from within the CAD application, a daily listing of
incidents and personnel assigned to the incidents including, but not
limited to:
770 Actual dispatch location C
771 Call taker/dispatcher ID C
772 Date/time received C
773 Disposition C
774 Field personnel name C
775 Field personnel ID C
776 Incident location C
777 Incident number C
778 Ability to print audit report of changes to incident records including:
779 Transaction type (deletion, edit, etc.)N
780 Unit ID C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 234 of 372
781 Workstation/terminal ID N
782 Before and after value N
783 Ability to generate a list of incidents to be shared with the public
based on agency-specific business rules.C
List of incidents can be generated and shared
with public but would need clarification on agency-specific business rules.
784 Ability to generate a report containing a summary of incidents for an
agency-defined period of time for distribution to the public.C
785 Ability to schedule a report to populate a public-facing site with
agency-defined incident data.N
786 Ability to schedule a report with agency-defined incident data to be
automatically sent to an agency-defined set of users .N
787 CAD Queries
788 Ability to query the following databases from within CAD:
789 RMS C
790 CLETS/NCIC C
791 DMV C
792 All databases simultaneously C
793 Ability for subject query returns to include associated photos, if
available in the following databases:
794 RMS C
795 DMV C
796 CALPhoto C
797 Ability to query call for service records based on:
798 Date range C
799 Time range C
800 CAD Incident number C
801 Unit ID C
802 Officer name/ID C
803 Call taker ID C
804 Dispatcher ID C
805 Reporting party name C
806 Person of interest C
807 Location C
808 Any location in an incident C
809 Block range for a location C
810 Radius from a location C
811 Polygon area from a location C
812 Any operational data element in the call for service record C
813 Any combination of the above C
814
Ability to populate the query mask with data in the incident record
without cutting and pasting (e.g., with a function key or one or two
key strokes):
815 Person Information C
816 Vehicle Information C
817 Ability to automatically query all of the following databases upon
single query of a name:
818 RMS (Master Indices)C
819 CLETS/NCIC C
820 DMV C
821 Ability to automatically query the license plate against the RMS,
DMV, LPR and CLETS databases when a unit is on a vehicle stop.C
822 Ability to automatically run a registered vehicle owner upon return
of a license plate query.C
823 Ability to query:
824 Initial call type C
825 Final call type C
826 Ability to query and view the following by any public safety
boundary layer (beat, sector etc.):
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 235 of 372
827 Active calls C
828 Assigned calls C
829 Priority calls C
830 Waiting (pending) calls C
831 Ability to query unit history by any combination of:C
832 Date and time range (e.g., start and end date and time parameters)C
833 Call type C
834 Unit ID C
835 Badge number C
836 Ability to query resource availability by:
837 Dispatch group C
838 Geographic area (e.g., beat, sector)C
839 Special skills C
840 Unit types (e.g., patrol units, investigations)C
841 Ability to query unit status by:
842 Date and time range C
843 Dispatch group C
844 Badge number C
845 Geographic area (e.g., beat, sector)C
846 Incident type C
847 Unit ID C
848 Unit types (e.g., patrol units, investigations)C
849
Ability to automatically attach query returns to the unit and/or
incident history when a query includes reference to a unit or
incident.
C
850 Ability to sort query results by any criteria (e.g., most recent to
oldest, by priority).C
851 Ability to attach query entries to a unit or incident history (e.g.,
CLETS entries).C
852 Ability to limit query returns to an agency-defined number.C
853 Ability to hyperlink query returns to incident records. C
854 Ability to attach query returns from external systems into the call
notes via a single keystroke by:
855 Attachment (file)N
856 Hyperlink N
857 Ability to send query results to a user's mobile application.C
858 Ability to print query returns with a single keystroke.C
859 Ability to redact query returns prior to printing. N
860 Messaging
861 General Messaging Features
862 Ability to support a messaging system that can transmit messages to
and from mobile and desktop workstations.C
863 Ability to send messages to a user who is not logged into CAD and
cache that message for retrieval when the user logs onto CAD.C
864 Ability for message server to continuously attempt to deliver a message until received and confirmed.C
865 Ability to support a minimum of the following messaging functions
to and from any CAD address:
866 Desktop-to-desktop messaging C
867 Desktop-to-dispatch messaging C
868 Desktop-to-unit messaging C
869 Unit-to-desktop messaging C
870 Unit-to-unit messaging C
871 Ability to display the following identifiers within a message:
872 Sender name/ID C
873 Sender date C
874 Sender time C
875 Sender workstation ID C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 236 of 372
876 Receiver name/ID C
877 Receiver date C
878 Receiver time C
879 Receiver workstation ID C
880 Receiver unit ID C
881 Ability to assign a priority to a message (e.g., routine, urgent,
emergency).C
882 Ability to change a priority assigned to a message (e.g., routine to
urgent or emergency).C
883 Ability to store messages for later viewing.C
884 Ability to purge text messages after an agency-determined period of
time.C
885 Ability for messages to be sorted by most recent or first received.C
886 Ability for agency to configure the display of emergency key
notification.C
887 Sending Messages
888 Ability to create easily accessible agency defined message forms for
specific message types.C
889 Ability to create, edit and save message groups.C
890 Ability to create a dynamic message group consisting of all logged on
users.C
891 Ability to send broadcast messages.C
892 Ability to reply all to broadcast messages.C
893 Ability to select a recipient from the unit status window within CAD.C
894 Ability for users to select an unlimited number of people as part of a
message group.C
895 Ability to reply all to group messages.C
896 Ability for agency to define message character limitations.C
897 Ability to add to a message before forwarding to another user.C
898
Ability to enter unlimited narrative with wrap-around feature. (If
characters are limited, indicate the maximum in the "comments"
section.)
C
899 Ability to automatically populate the "To" field on the message mask
when selecting recipients.C
900 Ability to select recipient by:
901 Name C
902 Unit ID C
903 Badge Number A Badge number is not a dedicated field but
could be searched from the Notes field.
904 Terminal ID C
905 Ability to select a recipient by a single command to create a message
(e.g., double click on a logged on user and message screen pops up).C
906 Ability to attach files to messages, including but not limited to:
907 MS Office C
908 PDF C
909 JPEG C
910 AVI C
911 WAV C
912 MP3 C
913 MP4 C
914 Ability to embed photos in messages.C
915 Ability to set agency-defined file size limit.N
916 Ability to automatically compress and resize media to comply
with agency defined file size limits.N
917 Ability to send a message to all units handling a specific incident.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 237 of 372
918
Ability to transmit a reply message to the originator of a currently
displayed message without having to reenter the originator's
address.
C
919 Ability to transmit a "reply all" message to multiple recipients that
were part of the originator's message group.C
920 Ability to forward a message.C
921 Ability to create messages that are retained in the system and sent
at pre-specified times.C
922 Ability to provide a notification for delivery of messages to the
device.C
923 Ability to provide a notification for non-delivery of messages.C
924 Ability for a user to remove himself or herself from a message
thread.C
925 Ability to recall an unread message.C
926 Receiving Messages
927 Ability to notify receiver via an audible and/or visual flag that a new
message has arrived in mailbox.C
928 Ability to prevent incoming messages from interfering with current
work.C
929 Ability to notify receiver of an unread message after an agency
defined time period.N
930 Ability to notify receiver of total number of unread messages.C
931 Ability to provide a visual distinction between the following:
932 External messages N
933 General messages C
934 System messages N
935 Query returns C
936 Unread messages C
937 High priority messages C
938 Ability to move high priority messages to the top of a user's message
inbox.C
939 Ability to identify high priority messages by type of priority (e.g.,
felony warrant return versus user-defined urgency).C
940 Ability of the receiving user to enter a single keystroke command to
retrieve and display the message.C F6
941 Ability for messages to be queued in an "inbox" for later
viewing at the convenience of users.C
942 Ability to query message logs by agency-defined criteria (e.g.,
date/time range, sender, recipient, device).C
Message searches are by mailbox, date range,
attachments, message text, subject, from
address, to address, cc, bcc, and labels.
943 Ability to note time opened/read by receiver.C
944 Ability to queue and display message waiting by priority.C
945 Ability to clear a message from the queue.C
946 Ability to retain a message in the queue.C
947 Ability for supervisors to monitor messages.N
948 Ability to search messages by keyword.C
949 Ability to establish message data retention limits.N
950
Ability to establish different retention limits for messages
containing different types of media (e.g., 9-1-1 recordings, video).
N
951 Ability for supervisors to search messages by a text string (e.g., to
identify inappropriate language use)C
952 Ability to save message logs for an agency-determined period of
time.A
The saving of message logs is based on
system provisioned mailbox folder sizes and
purge rules at logout.
953 Ability to purge message logs after an agency-determined period of
time.C
954 CAD System Administration
955 CAD Table Maintenance
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 238 of 372
956 Ability for CAD fields to default to agency-defined values.C
The provisioning of default CAD fields does not
apply to every available field on the incident
form. For example, pertinent default codes can
be provisioned for a Traffic Stop incident form or the call source code for E9-1-1 or non-
emergency line calls.
957 Ability to include, at a minimum, the following data tables:
958 Call source (e.g., officer-initiated, 9-1-1, 10-digit)C
959 Call types and priorities C
960 Commands C
961 Command aliases C
962 Devices C
963 Dispositions C
964 Equipment C
965 Vehicle ID C
966 Event error logs (so vendor can identify and troubleshoot errors)C
967 Location C
968 Common place names C
969 Landmarks C Same as common places
970 Response plans N
971 Patrol and command area definitions N
972 Personnel, including emergency contact information and
current assignment C Address Book
973 Series (incident number sequence, etc.)C
974 Street alias file N This is part of GIS
975 Table size N
976 Tow/contractor rotation C
977 Timers C
978 Unit status types (i.e., assigned, unassigned, assigned but available)C
979 Users C
980 Special skills C
981 Terminals C
982 Units C
983 Reporting District N
984 Beat (time-based)N
985 Agency-defined N
986 Ability to accommodate agency-defined unit identifiers.C
987 CAD Configuration
988 Ability to configure commands (e.g., V = vehicle stop).C
989 Ability to create agency-defined data entry screens.N
990 Ability to configure the field entry sequence.N
991 Ability to configure status code colors.C
992 Ability to create conditional fields.N This capability is provided on a limited number of fields.
993 Ability to create mandatory fields.N This capability is provided on a limited number
of fields.
994 Ability for agency to add data elements on any screen.N
995 Ability for agency to change data elements on any screen.N
996 Ability for agency to configure alerts:
997 Associated message displayed C
998 Audible indicator C
999 Visual indicator C
1000 Premise File Maintenance
1001 Ability to update/create CAD premise history files.C
1002 Ability to automatically update premise history when an incident
occurs.C
1003 Ability to capture the following information when creating premise
history:
1004 Date and time stamp C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 239 of 372
1005 Date of incident A
This information is not a dedicated field in the
Premise Hazard record but can be added to the
Comments field.
1006 Disposition A This information is not a dedicated field in the Premise Hazard record but can be added to the
Comments field.
1007 Type of incident A This information is not a dedicated field in the Premise Hazard record but can be added to the
Comments field.
1008 Incident number A This information is not a dedicated field in the Premise Hazard record but can be added to the
Comments field.
1009 Narrative text of unlimited length (if limited, indicate maximum in
the "comments" field)C
1010 Ability to capture and maintain specific premise information,
including but not limited to the following:
1011 Emergency contact information C
1012 Hazardous conditions (e.g., officer responder safety)C
1013 Chemicals A
This information is not a dedicated field in the
Premise Hazard record but can be added to the Comments field.
1014 Medical information A
This information is not a dedicated field in the
Premise Hazard record but can be added to the
Comments field.
1015 Agency defined premise information A
This information is not a dedicated field in the
Premise Hazard record but can be added to the
Comments field.1016 Previous calls for service based on at least the following:
1017 Address/Location C
1018 Contact information C
1019 Date and time C
1020 Incident number C
1021 Incident type C
1022
Ability to capture and maintain specific premise information by
groups of addresses (e.g., all apartments in an apartment complex,
all houses in a subdivision).
C
1023
Ability to capture and maintain specific premise information by
groups of addresses by polygon (e.g., all apartments in an apartment
complex, all houses in a subdivision).
C
Premise hazard area are supported.
1024 Ability to store premise information for a specific apartment
unit/suite number.C
1025 Ability to store premise information for an agency-defined length of
time.C
1026 Ability to purge premise information from a location (e.g., if it is
known that the tenant/owner generating the incidents has moved).C
1027 Ability to archive premise information from a location (e.g., if it is
known that the tenant/owner generating the incidents has moved).N
1028
Ability to define valid date ranges for time limited premise
information at a given location (e.g., information valid between
<start date> and <end date>).
A
A purge date can be provisioned for the time limited premise information.
1029 Ability to restart archived premise file information.N
1030 Ability to archive expired premise file information.C
1031 Ability to include in a premise record the following information
when premise information is added or changed:
1032 Expiration date C
1033 Unit ID of person entering information A The PremierOne CAD user ID is stored on the Premise Hazard record.
1034 Ability to attach files to a premise record (e.g., floor plans, building
diagrams, special instructions).C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 240 of 372
1035 Ability to access files attached to a premise record:
1036 In CAD environment C
1037 In Mobile environment C
1038 Hazard File Maintenance
1039 Ability to enter hazards associated with:
1040 Persons C
1041 Specific locations C
1042 Address ranges C
1043 Vehicles A This information is not a dedicated field in the Premise Hazard record but can be added to the
Comments field.
1044 Ability to define an unlimited number of hazard types.C
1045 Ability to record with an entered hazard:
1046 Expiration date C
1047 Time and date stamp at time of entry C
1048 ID of person entering information C
1049 Ability to assign expiration dates to hazards.C
1050 Ability to create lists of hazards by category C
1051 Ability to search hazards by:
1052 Date range C
1053 Hazard type C
1054 Location C
1055 Location range C
1056 Ability to print hazards and hazard lists C
1057 CAD Notes File Maintenance
1058 Ability to create an unlimited number of types of notes fields,
including but not limited to:
1059 Gate codes C
1060 Utility phone number C
1061 Hospital phone numbers C
1062 Communications Supervisor Support
1063
Ability for a communications supervisor to monitor system
configuration and current staffing (e.g., who is signed-on, at what
position, at what time, and with what responsibilities).
C
1064 Ability for a CAD workstation to be configured as a supervisor
workstation upon logon of a user with a CAD supervisor profile.C
1065 Ability for a supervisor to choose logon type (supervisor vs.
dispatcher) upon workstation logon.C
1066 Ability for a communications supervisor to monitor activity on any
user workstation.C
1067 Ability for supervisor to override actions taken by any other
operator.C
1068 Ability to notify dispatcher of any changes made by supervisor.C
1069 Ability to identify dispatch origin (e.g., dispatcher or dispatch
supervisor) of modifications.C
1070 CAD Testing/Training Environment
1071 Ability to support a CAD testing/training environment that mirrors
the functionality of the CAD production environment.N
1072 Ability to support a CAD testing/training environment that mirrors
the configuration of the CAD production environment.N
1073 Ability to visually distinguish testing/training environments from
production environments.N
1074 Ability to designate any production workstation as a training
workstation based on user log on.N
1075 Ability for testing and training to occur without impacting the
production environment.N
1076 Ability to update testing/training system with historical data from
production system at agency defined intervals or upon demand.N
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 241 of 372
1077 Ability to support a separate test E911 connection (or a canned
script of E911 information).N
1078 Ability to support a separate test mobile connection (or a canned
script of mobile information).N
1079 CAD Recovery
1080
Ability to retain and display last-known unit and incident status
in the event of a catastrophic system failure (e.g., at the workstation, remote external logging device or similar solution).
N
1081
Ability to load incidents from the backup environment into the
production environment upon restarting system after a system
failure.
N
1082 Ability to reset numbering after CAD system has been restarted.C
1083 Ability to retain CAD numbering sequence after system has been
restarted.C
1084
Ability to add incidents retroactively independent of incident
number order or sequential time sequence (i.e., incident 15 may
have occurred after incident 20) in the event that the CAD system is
unavailable for a time.
C
Incident update tool allows you to move from
inc# to inc# and doesn't require you to go in
order.
1085
Ability to process retroactive incidents and assign incident numbers
in the same manner as new incidents; the supervisor can override
the times associated with the incident.
C
1086
Ability to set aside a block of call for service numbers in the event of
a catastrophic CAD failure to enable a manual workflow and
tracking.
C
1087 Ability to indicate in the audit trail that an incident was entered
retroactively.C
1088 Ability to perform CAD catch-ups after system downtime, without
requiring users to log back in.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 242 of 372
1 General_Mobile_Requirements
41 Mobile_User_Interface
109 Function_Keys
117 Emergency_Key
143 Security
175 Application_Integration
183 Messaging_
261 Mobile_Mapping
335 Status__Views
343 Mobile_Dispatch_Operations
430 Queries
Item #Mobile Data Computing Functional Requirements Response Code Comments
1 General Mobile Data Computing Features
2 Ability for the system to automatically refresh without user
intervention, as new information becomes available.C
3 Ability to receive call updates without moving the user out of the
current screen being viewed.C
4 Ability to notify users that new information is available without
automatically refreshing the call for service screen.C
5 Ability to log all mobile transactions with the following
information:
6 Agency C
7 Date and time of transmission C
8 Location C
9 Mobile Terminal ID C
10 User ID C
11 Vehicle ID C
12 Ability to provide a visual alert if Mobile application loses
connection to CAD.C
13 Ability to provide application functionality if disconnected from
the network, including but not limited to:
14 Mobile map C
15 Dispatch commands C Commands can be performed on the mobile device, but not received from CAD.
16 Unit status updates C Unit status can be changed on the mobile device, but will not be communicated to CAD.17 Self-initiated calls C
18 Ability to continuously attempt to reconnect to CAD system in the
event connectivity is lost.C
19 Ability for users to pull software/files (e.g., code tables, updates)
on demand.C
20 Ability to support an automatic download of software/files (e.g.,
code tables, updates) at logon.C
PremierOne Mobile updates can be executed based on the
customers needs. User will get notified that updates are
available and can acknowledge the update. The update will
take place in the background without interfering with
operational performance.
21 Ability to schedule an automatic download of software/files (e.g.,
code tables, updates).C
PremierOne Mobile updates can be executed based on the customers needs. User will get notified that updates are available and can acknowledge the update. The update will take place in the background without interfering with operational performance.
22 Ability to provide functionality on the following mobile devices:
23 Laptops C
24 Tablets C
25 iOS C
26 Android C
27 Windows C
28 Smartphones C
29 iOS C
City of Carlsbad, CA
Request for Proposals #20-13: CAD/Mobile Acquisition
Mobile Functional Requirements
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 243 of 372
30 Android C
31
Ability to integrate actions taken on handhelds into MDT (e.g.,
queries and returns performed on handheld appear on MDT when
users return to vehicle, etc.)
N
32 Ability to accommodate the following screen orientations:
33 Portrait C
34 Landscape C
35 Ability for users to configure screen views, including but not
limited to:
36 Full screen C
37 Split screen C
38 Single frame C
39 Multiple frames on a single screen C
40 Multiple frames on multiple screens (e.g., extended display)C PremierOne Mobile could be extended to another display, but the application can not be split to display on multiple screens and only a single keyboard can be used.
41 Mobile Application User Interface
42
Ability for users to freeze hot call information on the Mobile
screen (suspect car, name, photo) without being interrupted by
call updates.
C
43 Ability to provide a visual indication of a new call if a user is active
in a different window of the Mobile application.C
44 Ability to maintain any work in progress (e.g., queries, updates to
call notes, etc.) when:
45 User navigates away from page C
46 User is dispatched to a new call C
47 Ability to provide screen display formats that are consistent across
the application.C
48 Ability for user to toggle between windows.C
49 Ability to view multiple windows at the same time (e.g., side by
side or cascade).C
50 Ability for user to minimize or expand any window.C
51 Ability to support touch-screen functionality.C
52 Ability to support voice activated (voice command) functionality.N
53 Ability to support text-to-voice functionality.C
54 Ability to accept input from:
55 3D barcode reader (e.g., driver's license, registration)N PremierOne Mobile currently supports the Mag Stripe reader. PremierOne Mobile does not support requirement but could be considered for a future release.56 Card swipe device C
57 Command entries on a command line C
58 Fingerprint reader N
59 Function keys (one touch keys)C
60 Point-and-click devices (i.e., mouse, trackball, touch pad)C
61 Ability for users to configure the display of their Mobiles,
including:
62 Font color C
63 Font size C
64 Window size C
65 Window location C
66 Day/Night mode C
67 Ability to configure a default for the following application settings:
68 Audible message C
69 Audible tones C
70 Color C
71 Ability to switch to/from Day/Night mode with one function key.C
72 Ability to completely black out mobile application screen. N
73 Ability to switch to/from blackout mode with one function key.N
74 Ability to store a user profile for mobile display configuration for
auto-configuration upon log on.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 244 of 372
75 Ability to store multiple user profiles based on device (e.g., CF-33,
CF-20, etc.).N
76
Ability for users to create a user-defined summary of call
information to appear prominently at the top of the screen for the
duration of a call (e.g., anytime a suspect description is included, it
would appear at the top of the screen if the user has selected that
field).
N The incident summary screen can be modified by the
System Administrator to meet the agencies needs.
77 Ability to allow users to return to application default settings.C
78 Ability for users to select a configuration scheme that
accommodates color-blindness.C
79 Ability to support multiple on-screen button configurations (e.g.,
left side, right side, top or bottom).C
80 Ability to cut and paste from one application or window to
another.C
81 Ability to configure the screen display with a combination of any
of the following information during normal operations:
82 Availability of wireless connectivity C
83 Call status C
84 Communication verification and other Mobile operational status
indicators C
85 Current unit C
86 Current unit status (regardless of who assigned the updated
status)C
87 Current system date and time C
88 Incident number C
89 Case number (if provided)C
90 Message alert C
91 Radio talk group (if assigned)N
92 Screen name/description C
93 Unit ID C
94 User ID C
95 User name C
96 Vehicle location C
97 Ability to view multiple calls simultaneously (e.g., in different
windows).C
98 Ability for user to configure how data is displayed (e.g., incident
screen, unit screen), including but not limited to:
99 Suspect information C
100 Location information C
101 Premise history C
102 Vehicle description C
103 Ability to configure the unit status screen display, including but
not limited to:
104 Filter by workgroup (patrol traffic, etc.)C
105 Sort by workgroup C
106 Filter by unit status C
107 Sort by unit status C
108 Ability to notify users that a software update is available for
manual download.C
109 Function Keys/Commands
110 Ability to support single keystroke commands.C
111 Ability to define sub-menus for buttons and function keys so they
are based on legacy commands.C
112 Ability for agency to define keystroke shortcuts for:
113 Common tasks (e.g., copy/paste)C
114 Status updates C
115 Form retrieval (e.g., NCIC call disposition)C
116 Ability to configure a Mobile button (tool bar or function key) to
launch any third-party program (e.g., MS Word).C
117 Emergency Key Functionality
118 Ability to initiate an emergency message transmission from a
touch screen button or hot key.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 245 of 372
119 Ability to automatically transmit the following information to
agency-defined groups in an emergency situation:
120 Last known location C
121 Current location (with AVL)C
122 Current location (with GPS using smartphone)C
123 Reference to incident C
124 User ID C
125 User name C
126 Closest unit to the unit activating the emergency key C
127 Ability to configure emergency key to capture agency defined
combination of above information.C
128
Ability to present the user initiating the emergency key with a
visible and audible indication that emergency key has been
activated prior to broadcast to other users.
C
129
Ability to delay emergency key activation by an agency defined
period of time (e.g., two second pause before activation to allow
personnel to deactivate key if necessary).
C
130 Ability for Agency to configure where the emergency button
appears on the screen (e.g., fixed or floating).C
131 Ability for dispatch to select which consoles receive visible/audible
alerts of emergency key activation.C
132
Ability to send to all Mobile and CAD users (except the sender) an
emergency notification with unit ID and location (if known) when
the emergency key is activated.
C
133 Ability to prevent emergency notification from appearing on the
sender's screen.C
134 Ability for the following users to cancel activation of the
emergency key:
135 User that initiated the emergency key C
136 Dispatcher C
137 Ability for the Mobile screen to revert to its prior view after the
user dismisses an emergency message.C
138 Ability to automatically send location coordinates and unit ID
upon triggering an emergency key.C
139 Ability for system administrator to turn off emergency key
functionality by:
140 Agency C
141 Device C
142 User C
143 Mobile Logon/Logoff
144 Ability to require both user identification and password to logon.C
145 Ability to support a single password sign-on to CAD, the
Mobile and the operating system.N Not operating system
146 Ability to require any agency-determined combination of the
following information to logon to the Mobile application:
147 Equipment N
148 Password C
149 Unit ID C
150 Radio ID(s)C
151 Status (e.g., in service, out-of-service)C
152 Agency-defined
153 Ability for agency to set the time a Mobile can remain inactive
before automatically logging out the user.C
154 Ability for agency to define logon requirements (e.g., what data is
required at time of logon).C PremierOne Mobile requires minimum fields for entry upon logon, but this list can be expanded to meet agency needs.
155 Ability to support multiple individuals or roles at logon (e.g., FTO,
multi-officer vehicle, etc.)C
156 Ability for a resource to be logged on but not available for service.C
157 Ability for a unit logged on to automatically default to "available"
status.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 246 of 372
158
Ability to save data entered into user logon fields that remains the
same from session to session (e.g., all information other than
password).
C
159 Ability for a user to logoff the system and save information on the
Mobile including:
160 In-progress reports C
161 Messages C
162 Notes C
163 Query returns C
164 Ability to store the following until manually deleted by the user:
165 In-progress reports C This information is retrievable via PremierOne CAD
166 Messages C This information is retrievable via PremierOne CAD
167 Notes C This information is retrievable via PremierOne CAD
168 Query returns C This information is retrievable via PremierOne CAD
169 Ability to support a user-initiated download of software/files at
logon without interfering with operational performance.C
170 Ability to support an automatic download of software/files at
logon without interfering with operational performance.C
171 Ability to separate Mobile logoff from designating status as off-
shift.C
172 Ability for agency to define logoff requirements (e.g., what data is
required at time of logoff).C
173 Ability to automatically notify CAD of logon/logoff.C
174 Ability for users to be logged onto multiple mobile sessions
simultaneously. C
175 Application Integration
176 Ability to view all incident information available in CAD on the
Mobile.C
177 Ability for Mobile users to view all AVL data available in CAD.C
178 Ability to provide the same messaging features as the CAD
application.C
179 Ability for mobile status updates to be reflected in CAD.C
180 Ability to receive dispatch alerts and/or indicators without losing
current work.C
181 Ability to receive messages and/or indicators without losing
current work.C
182 Ability for alerts created in CAD to be made available to users in
the Mobile environment.C
183 Messaging
184 General Messaging Features
185 Ability to support a messaging system that can transmit messages
to and from mobile and desktop workstations.C
186 Ability to display the following identifiers within a message:
187 Sender name/ID C
188 Sender date C
189 Sender time C
190 Receiver name/ID C
191 Receiver date C
192 Receiver time C
193
Ability to send messages to a user who is not logged into the
mobile device and cache that message for retrieval when the user
logs on.
C
194 Ability to store and forward messages transmitted or received if
network connectivity is temporarily lost. C
195 Ability to centrally log when a terminal is off network and where it
was disconnected (to understand blackout areas in the City).N
196 Ability for message server to continuously attempt to deliver a
message until received and confirmed.C
197 Ability for user to retrieve cached messages upon logon.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 247 of 372
198 Ability to assign a priority to a message (e.g., routine, urgent,
emergency).C
199 Ability to change a priority assigned to a message (e.g., routine to
urgent or emergency).C
200 Ability to store messages for later viewing.C
201 Ability for messages to be sorted by most recent or first received.C
202
Ability to alert users of agency-defined keywords or hot words
included in a message requiring the user to validate prior to
sending (e.g. message includes "gun").
N
203 Ability for authorized users to cancel non-CLETS/NCIC text
message returns.C
204 Sending Messages
205 Ability to create easily accessible agency defined message forms
for specific message types.C
206 Ability to create and save message groups.C
207 Ability to create a dynamic message group consisting of all logged
on Mobile users.C
208 Ability to send broadcast messages to all users.C
209 Ability for users to select an unlimited number of people as part of
a message group.C
210 Ability for field users to create unique groups.C
211 Ability for field users to save unique groups to the user's
profile.N
212 Ability for agency to define message character limitations.N
213 Ability to enter unlimited narrative with wrap-around feature.C
214 Ability to add to a message before forwarding to another user.C
215 Ability to automatically populate the "To" field on the message mask when selecting recipients.C
216 Ability to select recipient by:
217 Name C
218 Group C
219 Call signs C
220 Unit ID C
221 Badge Number C
222
Ability to select a recipient by a single command to create a
message (e.g., double click on a logged on user and message
screen pops up).
C
223 Ability to attach files to messages.C
224 Ability to embed photos in messages.C
225 Ability to set agency-defined file size limit.C
Each agency may define Send and Receive size limitation on PremierOne Mobile messages. This size limitation is applied to the entire message, not just the attachment.
226 Ability to automatically compress and resize media to comply with
agency defined file size limits.C Each agency may define Send and Receive size limitation
on PremierOne Mobile messages. This size limitation is
applied to the entire message, not just the attachment.
227 Ability to send a message to all units handling a specific incident.C
228
Ability to transmit a reply message to the originator of a currently
displayed message without having to reenter the originator's
address.
C
229 Ability to transmit a "reply all" message to multiple recipients that
were part of the originator's message group.C
230 Ability to forward a message.C
231 Ability to create messages that are retained in the system and
sent at pre-specified times.C
232 Ability to provide sender with a notification for delivery of
messages to the device.C
233 Ability to provide a notification to sender for non-delivery of
messages.C
234
Ability to provide a voice message functionality (e.g., messaging
application records sender's voice and transmits the message as
voice to recipient).
N
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 248 of 372
235 Receiving Messages
236 Ability to notify receiver via an audible and/or visual flag that a
new message has arrived in mailbox.C
237 Ability to prevent incoming messages from interfering with
current work.C
238 Ability to notify receiver of an unread message after an agency
defined time period.C
239 Ability to notify receiver of total number of unread messages.C
240 Ability to provide a visual distinction between the following:
241 General messages C
242 System messages C
243 Query returns C
244 Unread messages C
245 Ability to identify high priority messages by type of priority (e.g.,
felony warrant return versus user-defined urgency).C
246 Ability of the receiving user to enter a single keystroke command
to retrieve and display the message.C This is a button or Function key
247 Ability for messages to be queued in an "inbox" for later viewing
at the convenience of users.C
248 Ability for authorized users to query message logs by agency-
defined criteria (e.g., date/time range, sender, recipient, device).C
249 Ability to note time opened/read by receiver in the message log.C
250 Ability to note time delivered in the message log.C
251 Ability to queue and display message waiting by priority.C
252 Ability to clear a message from the queue.C
253 Ability to retain a message in the queue.C
254 Ability for supervisors to monitor messages.C
255 Ability to search messages by keyword.C
256 Ability to establish message data retention limits.N
257 Ability to establish different retention limits for messages containing different types of media (e.g., 9-1-1 recordings, video).N
258 Ability for authorized users to search messages by a text string (e.g., to identify inappropriate language use).N
259 Ability to save message logs for an agency-determined period of
time.C
260 Ability to purge message logs after an agency-determined period
of time.C
261 Mobile Mapping
262 Ability for map to function without wireless connectivity.C
263 Ability to manage map layers to minimize the amount of data
transmitted wirelessly. C
264 Ability to support AVL functionality.C
265 Ability to update unit and incident locations on map without
resetting the entire map.C
266 Ability for map to function in the background and not supersede
other applications.C
267 Ability to display compass direction between two user selected
points.C
268
Ability to configure map to dynamically turn and zoom in while
getting closer to destination based on location and direction of
the vehicle.
C
269 Ability for user to configure map to remain static and point north
based upon directions.C
270 Ability to maintain incident location identifier on the map until an
agency-defined action (e.g., unit arrives on-scene, etc.)C
271 Ability to select map layers for display (Satellite imagery, LPR
layers, etc.).C
272 Ability for Mobile map to display the same common places that
exist in CAD.C
273 Ability to display the following information on the map:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 249 of 372
274 Active incidents C
275 User's location C
276 Location of other field units C
277 Unit statuses C
278 Ability to click on a unit or incident in the incident queue or unit
status bar and have it displayed on the map.C
279 Ability to center map display on:
280 Current vehicle location (with AVL)C
281 Midpoint between vehicle location and incident location N
282 Dispatch location C
283 Vehicle activating emergency activation key C
284 Specified geographic area (e.g., entering an address via text
entry)N
285 Incident location C
286 Ability to filter display by:
287 Unit type C
288 Unit status C
289 Incident type C
290 Incident priority C
291 Incident number C
292 Ability to use touch screen for pinch-to-zoom feature.C
293 Ability to automatically zoom to the call location upon dispatch
receipt.C
294
Ability to prevent the zoom level from automatically modifying
during an active incident (e.g., not automatically zooming out
when new units are added)
C
295
Ability to access agency-generated files (e.g., apartment complex
map, mobile home map, school map, mall map) upon clicking on
the associated location on the map.
C Premise hazards are accessible via the mobile map.
296 Ability to display historic incidents on the map.C
297 Ability to display full address on a map.C
298 Ability to click on a unit or incident in the incident queue or unit
status bar and have it displayed on the map.C
299 Ability to display both unit location and incident location on the
map upon dispatch receipt.C
300 Ability to auto zoom as unit approaches incident location to
display more detailed map information (e.g., street names).C
301 Ability for mapping client to load automatically upon system boot.C
302 Ability to make temporary marks on map (e.g., to note locations
of a perimeter).N
303 Ability to share temporary marks on map with field units,
including but not limited to:
304 Freestyle lines N
305 Stylus N
306 Pins N
307 Arrows N
308 Agency-defined icons N
309 Routing
310 Ability to automatically provide route from user's current location
(on Mobile using AVL) to dispatched location.C
311 Ability to display block numbers.N
312 Ability to provide route from user's current location (on Mobile
using AVL) to user selected point on the mobile map.C
313 Ability to provide audible routing information.C
314 Ability to provide text-based routing information.C
315 Ability to toggle on/off audible routing.C
316 Ability to toggle on/off text-based routing.C
317 Ability to support quickest-time routing for all dispatches.C
318 Ability to support shortest route for all dispatches.C
319 Ability to provide estimated travel time.C
320 Ability to highlight on the map the recommended route from
current location to a dispatched incident site.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 250 of 372
321
Ability to suggest multiple routes if other routes are within an
agency-defined time period (e.g., suggest multiple routes if within
.5 minutes)
C
322 Ability to recalculate directions to incident/specified location on
the fly.C
323 Ability to take into account the following when calculating routing
directions:
324 Street speed limits C
325 Closed streets C
326 Dispatch entered obstacles C
327 Mobile user entered obstacles C
328 Distance between vehicle and incident location C
329 Height limitations on overpasses C
330 Current traffic conditions
331 Ability for Mobile user to turn recommended route feature on/off.C
332 Ability to clearly display potential obstacles along route.C Road closures as an example are clearly indicated on the map.
333
Ability to record all routing displays within CAD (e.g., map
displays, travel time, travel time estimation, etc.) for analysis to
improve routing logarithms.
N
PremierOne offers ARL Playback, and stores the ETA of
routes with CAD recommendations. PremierOne does not
store travel times. Travel times can calculated using Unit
History or ARL Playback and calculating the time between
En Route and Arrival Statuses for a specific unit using the
PremierOne Reporting Services.
334 Ability to automatically rotate and zoom map so that unit is
automatically displayed moving the same direction.N PremierOne Mobile does not support this requirement but could be considered for a future release.
335 Status Views
336 Ability to view all active calls in a single window.C
337 Ability to view all pending calls in a single window.C
338 Ability to sort calls from highest priority to lowest priority.C
339 Ability to view unit status by:
340 Assigned territory (beat, district, etc.)C
341 Individual unit C
342 Ability to open any active incident to view dispatch data, units and
incident notes.C
343 Mobile Dispatch Operations
344 Dispatch Receipt
345 Ability to receive dispatches on the Mobile.C
346 Ability for dispatched calls for service to open automatically on
mobile computers.C
347 Ability to alert mobile users that a new dispatch has arrived:
348 Audible alert C
349 Visual alert C
350 Ability to acknowledge dispatch without losing current work.C
351 Ability to bring dispatch to forefront of the application without
losing current work.C
352 Ability to receive dispatches on multiple mobile
telecommunications devices including, but not limited to:
353 Mobile computers C
354 Smart phones C
355 iOS C
356 Android C
357 Tablets C
358 iOS C
359 Android C
360 Windows C
361 Ability for all personnel dispatched to an incident to receive
notification when other personnel are en route.C
362
Ability for all personnel dispatched to a call to receive notification
of status and location changes of other personnel dispatched to
the call.
C
363 Ability for Mobile users to add themselves to an incident.C
364 Ability to alert Dispatch when Mobile users add themselves to an
incident.C
365 Ability to access and read all call comments associated with a call
regardless of whether assigned to the call.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 251 of 372
366 Ability to display the following information in distinct fields or tabs
(as opposed to in the call narrative) upon receipt of dispatch:
367 Assisting unit(s)C
368 Comments/narrative (unlimited)C
369 Date and time incident entered C
370 Driver registration information C
371 Dispatch Time C
372 Incident location with cross streets C
373 Incident priority C
374 Incident type C
375 Caution notes/hazard information C
376 Incident talk group N
377 Number of previous calls at a specific location (e.g., Building 10,
Apartment 3)C
378 Number of previous calls within a radius of a specific location
(e.g., Buildings 10, 11 and 12).C
379 Phone number at incident location (if different)C
380 Pre-plan information C
381 Primary unit assigned C
382 Recommended route C
383 Reporting party information (e.g., name, phone, address)C
384 Suspect information C
385 Premise information C
386 System generated incident number C
387 Weapons involved C
388 Agency-defined N
389 Ability to directly access (e.g., hyperlink, drill down) previous call
information related to the address of the call for service.C
390 Incident Updates
391 Ability to display most current incident data at the top of the
screen without requiring the user to scroll.C
392
Ability to receive supplemental incident information (e.g.,
location, suspect, vehicle information) without interrupting or
overlaying current screen.
C
393
Ability for supplemental information to be visually distinct from
information previously received by Mobile user (e.g., separate
font color, highlighted).
C
394 Ability to transmit status information to the CAD system in real
time.C
395 Premise and Hazard Information
396 Ability to alert user of availability of information associated with a
location (gate codes, hazards, premise history, pre-plans, etc.).C
397
Ability to indicate type of information that is attached to a call
(e.g., gate code, hazard) so that user can decide whether or not to
retrieve the information.
C
398 Ability for field units to have the option of pulling up or not pulling
up information attached to the call.C
399 Ability to drill down in premise history to find links to incidents,
persons, vehicles, etc.C
400 Ability to drill down in premise proximity history to find links to
incidents, persons, vehicles, etc. C
401 Self-Initiated Calls for Service
402 Ability to initiate a call for service from the Mobile, including:
403 Call for service C
404 Traffic stop C
405 Subject stop C
406 Non-enforcement activity (e.g. training, field inspections)C
407 Other agency defined call types.C
408 Ability to initiate a call for service with a function-key.C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 252 of 372
409 Ability to auto populate incident location on field initiated calls for
service with unit's location, including but not limited to:
410 X/Y coordinates C
411 Cross-streets C
412 Ability to override the auto-populated incident location to a
location other than the unit's location.C
413 Ability to geovalidate auto populated location information on field
initiated calls for service.C
414 Ability for field initiated calls for service to update:
415 Premise history C
416 Unit history C
417 Subject record C
418 Vehicle record C
419 Ability for users to indicate that they are currently out of their
vehicle, but otherwise available for dispatch.C
420 Perimeters
421 Ability to receive suggested perimeter positions from dispatch.N
422 Ability for suggested perimeter positions to appear mobile map
upon receipt.N
423 Call Disposition
424 Ability to clear calls from the Mobile.C
425 Ability to require a call clearance code in order to clear a call from
the Mobile.C
426 Ability to select disposition code from a drop-down list.C
427 Ability to provide a text field for disposition comments.C
428 Ability to limit the potential disposition codes that could be
applied to close a call based on call type.C
429 Ability for system to reject a disposition if unsuitable for the
incident type.C
430 Queries
431 General Queries
432 Ability to query the following systems from the mobile computer:
433 CAD C
434 RMS C
435 CLETS/NCIC C
436 DMV C
437 Crossroads accident reporting/e-citations C Motorola Solutions has included an interface to meet this requirement.
438 LPR C Motorola Solutions understands this requirement to be ALPR, which we have provided an interface for.
439 Regional Registrants (NetRMS)C Motorola Solutions has included an interface to meet this requirement.
440 COPLOGIC DORS C Motorola Solutions has included an interface to meet this
requirement.
441 Ability to search and query all appropriate databases without
impacting performance of mobile dispatch operations.C
442 Ability to query and retrieve premise information for an address
not associated with a call for service.C
443 Ability to initiate queries with a single key stroke.C
444 Ability to use predefined data entry forms/screens (masks) to
minimize data transmitted during queries.C
445 Ability for agency to create standard query screen formats
(masks).C
446
Ability to scan imitate a query and populate data in a query mask
through input from third party devices, including but not limited
to:
447 DL Swipe C Motorola Solutions has included this interface.
448 3D barcode scanner N
449 Ability to provide pre-defined data entry/query forms, including,
but not limited to:
450 Accident Investigation C
451 Driver license query C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 253 of 372
452 Incident status C
453 Location C
454 License plate query C
455 Logon/logoff C
456 Missing person information C
457 Name query C
458 Premise information query C
459 Previous events C
460 Ability to access query forms by:
461 Command line entry C
462 Drop down menus C
463 Configurable buttons on screen C
464 Dedicated function keys C
465 Ability to cache previous queries based on user profile.C
466 Ability to purge historical queries.C
467 Ability to purge historical query results.C
468 Ability to indicate which fields are required for multi-
database query requests.C
469 Ability to reformat date from query screens to databases queried to meet the required format for each database. C
470 Unit History Queries
471 Ability to query unit history detail by:
472 Date and time range (i.e., start and end dates or times)C
473 Badge Number C
474 Unit ID C
475 First Name C
476 Last Name C
477 Incident Queries
478 Ability to query and retrieve incident records by one or more of
the following factors:
479 Any operator ID associated with the incident C
480 Any unit ID assigned to the incident C
481 Beat C
482 Caller phone number C
483 Caller name C
484 Call type C
485 Case exists (Y/N)C
486 Case number C
487 Incident comments C
488 Incident narrative C comments search available
489 Involvements N
490 Cross streets C
491 Date and time range (e.g., start and end data and time
parameters)C
492 Dispatch operator C
493 Dispatch terminal C
494 Disposition codes C
495 Unit ID C
496 Personnel ID C
497 Primary unit C
498 Entry operator C
499 Entry terminal C
500 Geographic area (e.g., area, beat)C
501 User defined radius from a location N
502 Incident number C
503 Incident priority C
504 Incident type C
505 License plate C
506 Location or partial location C
507 Name (suspect, reporting party, witness, victim)C
508 Census tract N
509 License Plate Queries
510 Ability to query the license plate against the following databases:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 254 of 372
511 RMS C
512 DMV C
513 CLETS C
514 Ability to conduct multiple license plate searches simultaneously.C
515 Ability to run the registered owner of the vehicle in a license plate
query return.C
516 Ability to identify the number of times a license plate has been
queried.C
517 Firearms Queries
518 Ability to query firearms against the following databases:
519 RMS C
520 AFIS C
521 Article/Property Queries
522 Ability to query property against the following databases:C
523 CLETS C
524 CAPSS C
525 Vehicle Queries
526 Ability to query vehicles against the following databases:C
527 DMV C
528 SVS C
529 NCIC C
530 Person Queries
531 Ability to query people against the following databases:C
532 LEDS C
533 CLETS/NCIC C
534 RMS C
535 Query Returns
536 Ability to save all query returns until user clears data.C
537 Ability to save all stored query returns after logoff (e.g., returns
are still there the next time user logs onto the system).C
538
Ability to produce an alert when a query return contains a record
marked as potentially hot (e.g., contains agency-defined keywords
such as stolen, wanted, missing):
539 Audible alert C
540 Visual alert C
541
Ability for mobile query returns to appear on dispatcher's screen
as well as the mobile computer screen if the return contains an
agency-defined keyword (e.g., stolen, missing, wanted, felony).
C
542 Ability for user to prevent a mobile query return from appearing
on dispatcher's screen. C
543 Ability to attach any database query return to incident records.C
544
Ability to drill down into query returns regarding a potentially
hazardous subject, vehicle, and/or location to find the details of
that hazard.
C
545 Ability to sort query results on any returned field.C
546 Ability to sort query returns by officer name. C
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 255 of 372
1 Vesta_911
16 NetClock
19 IBM_WebSphere_MQ_Series
26 Motorola_NetRMS
29 City_of_Carlsbad_GIS
31 SPIDR_Tech
33 Axon
35 External_Reporting_Systems
37 Vigilant_Automated_License_Plate_Readers
40 Crossroads_Accident_Reporting___E_Citations
42 Coplogic_Desk_Officer_Reporting_System__DORS
45 _3SI
47 City_of_Carlsbad_CCTV_and_Traffic_Cameras
49 Laserfiche
51 Quetel
Item #Interface Functional Requirements Response Code Comments
1 Vesta/911
2 Ability to safely and securely provide a one-way interface from the
Vesta E911 System to the CAD application.C Motorola Solutions has provided an integration to meet this
requirement. Additional details can be found in the
Services Solution Description.
3
Ability to import E911 data into the CAD system to pre-fill the CAD
incident mask. If any data elements cannot be imported from the
E911 system, please indicate those fields in the "Comments" field.
C
Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.
4
Ability to parse address information when transferring data from
the E911 system to the CAD system so that it transfers into
appropriate address fields.
C
Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.
5 Ability to support the import of E911 data via:
6 Automatic data transfer C Motorola Solutions has provided an integration to meet this
requirement. Additional details can be found in the
Services Solution Description.
7 Manual intervention C Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.
8 Ability to geoverify the E911 imported address immediately upon
transfer.C Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.
9 Ability to determine a physical address from X/Y coordinates
imported from the E911 phone system.C Motorola Solutions has provided an integration to meet this
requirement. Additional details can be found in the
Services Solution Description.
10 Ability to transfer E911 call receipt time to CAD to track E911 time
stamps.C Motorola Solutions has provided an integration to meet this
requirement. Additional details can be found in the
Services Solution Description.
11 Ability to plot incoming E911 calls on the CAD application map.C Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.
12 Ability to import information from text-to-911.C Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.
13 Ability to comply and maintain compliance with published NENA
and APCO NG-911 standards (to include the import of text).C
Motorola Solutions has provided an integration to meet this
requirement. Additional details can be found in the
Services Solution Description.
14 Ability to support the import of Wireless Phase 1 data.C Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.
15 Ability to support the import of Wireless Phase 2 data.C Motorola Solutions has provided an integration to meet this requirement. Additional details can be found in the Services Solution Description.16 NetClock
17 Ability to safely and securely provide time synchronization across
all mission critical public safety systems.C PremierOne Cloud CAD provides this internally as part of the Cloud services.
City of Carlsbad, CA
Request for Proposals #20-13: CAD/Mobile Acquisition
Interface Functional Requirements
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 256 of 372
18 Ability to time stamp all transactions.C PremierOne Cloud CAD provides this internally as part of
the Cloud services.
19 IBM WebSphere MQ Series (CLETS /NCIC Switch)
20 Ability to query NCIC through the County's IBM WebSphere
message switch from the CAD and Mobile applications.C Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the Services Solution Description.
21 Ability to conduct NCIC queries from within the CAD and Mobile
applications.C Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
22 Ability to run queries automatically upon execution of selected
commands (e.g., run plates upon entering a traffic stop).C
Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
23 Ability to attach NCIC returns to the CAD incident record.C Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the Services Solution Description.
24 Ability to highlight keywords in NCIC query returns (e.g., wanted
person, stolen vehicle).C Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
25 Ability for the agency to define the keywords subject to highlight.C Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
26 Motorola NetRMS
27 Ability to safely and securely provide a one-way push of CAD
information into relevant NetRMS mobile report writing fields.C
Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the Services Solution Description.
28
Ability to safely and securely provide a one-way push of CAD
information into relevant NetRMS records management system
fields.
C
Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the Services Solution Description.
29 City of Carlsbad GIS
30 Ability to safely and securely provide a two-way interface
between CAD and City GIS (ESRI ArcSDE) to enable a query from
CAD to the City GIS database for updates, and to accept returns.
N
A staging file geodatabase (.gdb) is created to consolidate
the needed data from one or more sources. PremierOne
Data Import Tools are used to map the appropriate layers
from the source schema to the staging/production schema.
These Motorola provided tools are installed as a Toolbox
within ESRI’s ArcGIS for Workstation. ArcGIS Models
and/or Python scripting is used to simplify the process and
create easy repeatability for future updates.31 SPIDR Tech
32 Ability to safely and securely provide a one-way interface of
relevant data from CAD to SPIDR Tech.C Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the System
Description.
33 Axon
34
Ability to safely and securely provide a one-way interface to
transfer relevant call for service data from the CAD application to
the AXON body-worn camera database at agency-defined
intervals
C
Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the System Description.
35 External Reporting Systems
36
Ability to safely and securely provide a one-way interface between
CAD and external reporting applications (e.g., Crystal, Tableau) for
statistical reporting and data analysis.C
Motorola Solutions has included Analytics Plus to meet this
requirement.
37 Vigilant Automated License Plate Readers
38 Ability to safely and securely provide a one-way interface from the
City's license plate reader system to notify dispatchers of a "hit".
C
Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the Services
Solution Description.
39 Ability for dispatchers to acknowledge "hit" and create a CAD call
for service from the "hit".C Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the Services Solution Description.40 Crossroads Accident Reporting / E-Citations
41
Ability to safely and securely provide a one-way query interface
from the CAD and Mobile applications to the Crossroads accident
reporting and e-citations applications.C
Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
42 Coplogic Desk Officer Reporting System (DORS)
43
Ability to safely and securely provide a one-way interface from the
Coplogic DORS application to the CAD application to create calls
for service for agency-defined reports submitted in the Coplogic
application.
C
Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
44 Ability to safely and securely provide a query interface from the
CAD and Mobile applications to the Coplogic DORS application.C
Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 257 of 372
45 3SI (3SItracking.com)
46
Ability to safely and securely provide a one-way interface from 3SI
to notify dispatchers of a hit and or the returns to automatically
populate appropriate fields in the CAD call for service screen.
C
Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the Services Solution Description.
47 City of Carlsbad CCTV and Traffic Cameras
48 Ability to safely and securely provide a one-way interface to view
the City's CCTV cameras from within the CAD application. A
PremierOne CAD can not do this as part of the native
application. CommandCentral Aware is able to interface
with Video Management Systems (VMS) to provide a one-
way interface for CCTV and Traffic Cameras with APIs
available from the 3rd party vendor.
49 LaserFiche
50 Ability to safely and securely provide a query interface to search
the LaserFiche EDMS from the CAD and Mobile applications.C
Motorola Solutions has provided an interface to meet this
requirement. Additional details can be found in the
Services Solution Description.
51 QueTel
52
Ability to safely and securely provide a query interface to the
QueTel evidence management system to perform queries of
property, physical evidence and digital evidence from within the
CAD and Mobile applications.
C
Motorola Solutions has provided an interface to meet this requirement. Additional details can be found in the Services Solution Description.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 258 of 372
Exhibit C
1
Master Customer Agreement
This Master Customer Agreement (the “MCA”) is entered into between Motorola Solutions, Inc.,
with offices at 500 W. Monroe Street, Suite 4400, Chicago, IL 60661 (“Motorola”) and the entity
set forth in the signature block below (“Customer”). Motorola and Customer will each be referred
to herein as a “Party” and collectively as the “Parties”. This Agreement (as defined below) is
effective as of the date of the last signature (the “Effective Date”).
1. Agreement.
1.1. Scope; Agreement Documents. This MCA governs Customer’s purchase of Products (as
defined below) and Services (as defined below) from Motorola. Additional terms and conditions
applicable to specific Products and Services are set forth in one or more addenda attached to this
MCA (each an “Addendum”, and collectively the “Addenda”). In addition, the Parties have
agreed upon the Cost Summary, Payment Schedule, Solution Description, Statement of Work,
Project Schedule, Product Validation, Interface Functional Descriptions, Training Plan,
Maintenance and Support Agreement (and exhibits) and Motorola’s response to the City’s RFP
and other ordering documents setting forth the Products and Services to be purchased by
Customer and provided by Motorola and additional rights and obligations of the Parties (the
“Ordering Documents”). To the extent required by applicable procurement law, a proposal
submitted by Motorola in response to a competitive procurement process will be included within
the meaning of the term Ordering Documents.
1.2. Order of Precedence. Each Addendum will control with respect to conflicting terms in the
MCA, but only as applicable to the Products and Services described in such Addendum. Each
Ordering Document will control with respect to conflicting terms in the MCA or any Addenda, but
only as applicable to the Products and Services described on such Ordering Document. Among
the Ordering Documents, later dated documents take precedence over earlier dated documents.
2. Products and Services.
2.1. Products. Motorola will (a) provide hardware manufactured by Motorola or a third party
(“Equipment”), (b) license software which is either preinstalled on Equipment or installed on
Customer-Provided Equipment (as defined below) and licensed to Customer by Motorola for a
perpetual or other defined license term (“Licensed Software”), and (c) license cloud-based
software as a service products and other software which is either preinstalled on Equipment or
installed on Customer-Provided Equipment, but licensed to Customer by Motorola on a
subscription basis (“Subscription Software”) to Customer, to the extent each is set forth in an
Ordering Document, for Customer’s own use in accordance with this Agreement. The Equipment,
Licensed Software, and Subscription Software shall collectively be referred to herein as
“Products”, or individually as a “Product”. At any time during the Term (as defined below),
Motorola may substitute, with Customer’s approval, any Products at no cost to Customer, if the
substitute is substantially similar to the Products set forth in the applicable Ordering Documents.
2.2. Services.
2.2.1. Motorola will provide services related to purchased Products (“Services”), to the
extent set forth in an Ordering Document.
2.2.2. Integration Services; Maintenance and Support Services. If specified in an
Ordering Document, Motorola will provide, for the term of such Ordering
Document, (a) design, deployment, and integration Services in order to design,
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 259 of 372
Exhibit C
2
install, set up, configure, and/or integrate the applicable Products at the applicable
locations (“Sites”), agreed upon by the Parties (“Integration Services”), or (b)
break/fix maintenance, technical support, or other Services (such as software
integration Services) (“Maintenance and Support Services”), each as further
described in the applicable statement of work. Maintenance and Support Services
and Integration Services will each be considered “Services”, as defined above.
2.2.3. Service Ordering Documents. The Fees for Services will be set forth in an Ordering
Document and any applicable project schedules. A Customer point of contact will
be set forth in the applicable statement of work for the Services.
2.2.4. Service Completion. Unless otherwise specified in the applicable Ordering
Document, Services described in an Ordering Document will be deemed complete
upon Motorola’s performance of all Services listed in such Ordering Document
(“Service Completion Date”); provided, however, that Maintenance and Support
Services may be offered on an ongoing basis during a given Ordering Document
term, in which case such Maintenance and Support Services will conclude upon
the expiration or termination of such Ordering Document.
2.3. Non-Preclusion. To the extent permitted by law, if, in connection with the Products and
Services provided under this Agreement, Motorola makes recommendations, including a
recommendation to purchase other products or services, to the extent permitted by law, nothing
in this Agreement precludes Motorola from participating in a future competitive bidding process
or otherwise offering or selling the recommended products or other services to Customer.
2.4. Customer Obligations. Customer will ensure that information Customer provides to
Motorola in connection with receipt of Products and Services are accurate and complete in all
material respects. Customer will make decisions within a reasonable time and obtain any required
management or City Council approvals that are reasonably necessary for Motorola to provide the
Products and Services and perform its other duties under this Agreement. Unless the applicable
Ordering Document states otherwise, Motorola may rely upon and is not required to evaluate,
confirm, reject, modify, or provide advice concerning any assumptions or Customer information,
decisions, or approvals described in this Section. If any assumptions in the Ordering Documents
or information provided by Customer prove to be incorrect, or if Customer fails to perform any of
its material obligations under this Agreement, Motorola’s ability to perform its obligations may be
impacted and changes to the Agreement, including the scope, Fees, and performance schedule
may be required.
2.5. Documentation. Products and Services may be delivered with documentation for the
Equipment, software Products, or data that specifies technical and performance features,
capabilities, users, or operation, including training manuals, and other deliverables, such as
reports, specifications, designs, plans, drawings, analytics, or other information (collectively,
“Documentation”). Documentation is and will be owned by Motorola, unless otherwise expressly
agreed in an Addendum or Ordering Document that certain Documentation will be owned by
Customer. Motorola hereby grants Customer a limited, royalty-free, worldwide, non-exclusive
license to use the Documentation solely for its internal business purposes in connection with the
Products and Services.
2.6. Motorola Tools and Equipment. As part of delivering the Products and Services, Motorola
may provide certain tools, equipment, models, and other materials of its own. Such tools and
equipment will remain the sole property of Motorola unless they are to be purchased by Customer
as Products and are explicitly listed on an Ordering Document.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 260 of 372
Exhibit C
3
2.7. Authorized Users. Customer will ensure its employees and Authorized Users comply with
the terms of this Agreement and will be liable for all acts and omissions of its employees and
Authorized Users. Customer is responsible for the secure management of Authorized Users’
names, passwords and login credentials for access to Products and Services. “Authorized
Users” are Customer’s employees or full-time contractors engaged for the purpose of supporting
the Products and Services that are not employees, contractors or competitors of Motorola, and
the entities (if any) specified in an Ordering Document or otherwise approved by Motorola in
writing (email from an authorized Motorola signatory accepted), which may include affiliates or
other Customer agencies.
2.8. Export Control. Customer, its employees, and any other Authorized Users will not access
or use the Products and Services in any jurisdiction in which the provision of such Products and
Services is prohibited under applicable laws or regulations (a “Prohibited Jurisdiction”), and
Customer will not provide access to the Products and Services to any government, entity, or
individual located in a Prohibited Jurisdiction. Customer represents and warrants that (a) it and
its Authorized Users are not named on any U.S. government list of persons prohibited from
receiving U.S. exports, or transacting with any U.S. person; (b) it and its Authorized Users are not
a national of, or a company registered in, any Prohibited Jurisdiction; (c) Customer will not permit
its Authorized Users to access or use the Products or Services in violation of any U.S. or other
applicable export embargoes, prohibitions or restrictions; and (d) Customer and its Authorized
Users will comply with all applicable laws regarding the transmission of technical data exported
from the U.S. and the country in which Customer, its employees, and the Authorized Users are
located.
2.9. Change Orders. Unless a different change control process is agreed upon in writing by
the Parties, a Party may request changes to an Addendum or an Ordering Document by
submitting a change order to the other Party (each, a “Change Order”). Change Orders are
effective and binding on the Parties only upon execution of the Change Order by an authorized
representative of both Parties. If an executed Change Order causes an increase or decrease in
the Products or Services, the Parties by means of the Change Order will make appropriate
adjustments to the Fees, project schedule, or other matters.
For clarity, the Parties will execute Amendments, not Change Orders for administrative and record
management purposes, which will be executed and approved as to form by the City Attorney’s
Office. Accordingly, the word “Change Order” shall mean “Amendment” in all applicable
documents.
3. Term and Termination.
3.1. Term. [Intentionally Omitted]
3.2. Termination. [Intentionally Omitted]
3.3. Suspension of Services. After reasonable notice and an opportunity to cure, Motorola may
terminate or suspend any Products or Services under an Ordering Document if Motorola
determines: (a) the related Product license has expired or has terminated for any reason; (b) the
applicable Product is being used on a hardware platform, operating system, or version not
approved by Motorola; or (c) Customer fails to make any payments when due.
3.4. Effect of Termination or Expiration. Upon termination for any reason or expiration of this
Agreement, an Addendum, or an Ordering Document, Customer and the Authorized Users will
return or destroy (at Motorola’s option) all Motorola Materials and Motorola’s Confidential
Information in their possession or control and, as applicable, provide proof of such destruction,
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 261 of 372
Exhibit C
4
except that Equipment purchased by Customer should not be returned. Notwithstanding the
reason for termination or expiration, Customer must pay Motorola for Products and Services
already delivered. Customer and Motorola have a duty to mitigate any damages under this
Agreement, including in the event of default by either Party, and termination of this Agreement by
either Party. Upon termination, Customer may download Customer Data or may request a
quotation to engage Motorola to provide such services to download Customer Data.
3.5. Termination for Convenience. Customer may terminate this Agreement or applicable
Addendum or Ordering Document by providing sixty (60) days’ written notice to Motorola. City will
pay Motorola for Products delivered or Services satisfactorily performed up to the effective date.
4. Payment and Invoicing.
4.1. Fees. Changes in the scope of Services described in an Ordering Document may require
an adjustment to the Fees due under such Ordering Document. If a specific invoicing or payment
schedule is set forth in the applicable Addendum or Ordering Document, such schedule will apply
solely with respect to such Addendum or Ordering Document.
4.2. Taxes. The fees do not include any excise, sales, lease, use, property, or other taxes,
assessments, duties, or regulatory charges or contribution requirements (collectively, “Taxes”),
all of which will be paid by Customer, except as exempt by law, unless otherwise specified in an
Ordering Document. If Motorola is required to pay any Taxes, Customer will reimburse Motorola
for such Taxes within thirty (30) days after Customer’s receipt of an invoice therefore. Customer
will be solely responsible for reporting the Products for personal property tax purposes, and
Motorola will be solely responsible for reporting taxes on its income and net worth. The City of
Carlsbad is not subject to Taxes related to this Agreement.
4.3. Invoicing. Motorola will invoice Customer at the frequency set forth in the applicable
Addendum or Ordering Document, and Customer will pay all undisputed invoices within thirty (30)
days of the invoice date or as otherwise specified in the applicable Addendum or Ordering
Document. Motorola may invoice electronically via email, and Customer agrees to receive
invoices via email at the email address set forth in an Ordering Document.
5. Sites; Customer-Provided Equipment; Non-Motorola Content.
5.1. Access to Sites. Customer will be responsible for providing all necessary permits, licenses,
and other approvals necessary for the installation and use of the Products and the performance
of the Services at each applicable Site, including for Motorola to perform its obligations hereunder,
and for facilitating Motorola’s access to the Sites.
5.2. Site Conditions. Customer will ensure that (a) all Sites are safe and secure, (b) Site
conditions meet all applicable industry and legal standards (including standards promulgated by
OSHA or other governmental or regulatory bodies), (c) to the extent applicable, Sites have
adequate physical space, air conditioning, and other environmental conditions, electrical power
outlets, distribution, equipment, connections, and telephone or other communication lines
(including modem access and interfacing networking capabilities), and (d) Sites are suitable for
the installation, use, and maintenance of the Products and Services.
5.3. Site Issues. Motorola will have the right, with advance notice and Customer supervision,
to inspect the Sites and advise Customer of any deficiencies or non-conformities with the
requirements of this Section 5 – Sites; Customer-Provided Equipment; Non-Motorola
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 262 of 372
Exhibit C
5
Content. If Motorola or Customer identifies any deficiencies or non-conformities, Customer will
promptly remediate such issues.
5.4. Customer-Provided Equipment. Certain components, including equipment and software,
not provided by Motorola may be required for use of the Products and Services (“Customer-
Provided Equipment”). Customer will be responsible, at its sole cost and expense, for providing
and maintaining the Customer-Provided Equipment in good working order. Customer represents
and warrants that it has all rights in Customer-Provided Equipment to permit Motorola to access
and use the applicable Customer-Provided Equipment to provide the Products and Services
under this Agreement, and such access and use will not violate any laws or infringe any third-
party rights (including intellectual property rights). Customer (and not Motorola) will be fully liable
for Customer-Provided Equipment, and Customer will immediately notify Motorola of any
Customer-Provided Equipment damage, loss, change, or theft that may impact Motorola’s ability
to provide the Products and Services under this Agreement, and Customer acknowledges that
any such events may cause a change in performance schedule under the applicable Ordering
Document.
5.5. Non-Motorola Content. In certain instances, Customer may be permitted to access, use,
or integrate Customer or third-party software, services, content, and data that is not provided by
Motorola (collectively, “Non-Motorola Content”) with or through the Products and Services. If
Customer accesses, uses, or integrates any Non-Motorola Content with the Products or Services,
Customer will first obtain all necessary rights and licenses to permit Customer’s and its Authorized
Users’ use of the Non-Motorola Content in connection with the Products and Services. Customer
will also obtain the necessary rights for Motorola to use such Non-Motorola Content in connection
with providing the Products and Services, including the right for Motorola to access, store, and
process such Non-Motorola Content (e.g., in connection with Subscription Software), and to
otherwise enable interoperation with the Products and Services. Customer represents and
warrants that it will obtain the foregoing rights and licenses prior to accessing, using, or integrating
the applicable Non-Motorola Content with the Products and Services, and that Customer and its
Authorized Users will comply with any terms and conditions applicable to such Non-Motorola
Content. If any Non-Motorola Content requires access to Customer Data (as defined below),
Customer hereby authorizes Motorola to allow the provider of such Non-Motorola Content to
access Customer Data, in connection with the interoperation of such Non-Motorola Content with
the Products and Services. Customer acknowledges and agrees that Motorola is not responsible
for, and makes no representations or warranties with respect to, the Non-Motorola Content
(including any disclosure, modification, or deletion of Customer Data resulting from use of Non-
Motorola Content or failure to properly interoperate with the Products and Services). If Customer
receives written notice that any Non-Motorola Content must be removed, modified, or disabled
within the Products or Services, Customer will promptly do so as soon as reasonably practicable.
Motorola will have the right to disable or remove Non-Motorola Content if Motorola believes a
violation of law, third-party rights, or Motorola’s policies is likely to occur, or if such Non-Motorola
Content poses or may pose a security or other risk or adverse impact to the Products or Services,
Motorola, Motorola’s systems, or any third party (including other Motorola customers) after
providing reasonable notice. Nothing in this Section will limit the exclusions set forth in Section
7.2 – Intellectual Property Infringement.
6. Representations and Warranties.
6.1. Mutual Representations and Warranties. Each Party represents and warrants to the other
Party that (a) it has the right to enter into the Agreement and perform its obligations hereunder,
and (b) the Agreement will be binding on such Party.
6.2. [Intentionally Omitted]
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 263 of 372
Exhibit C
6
6.3. [Intentionally Omitted]
6.4. [Intentionally Omitted]
6.5. [Intentionally Omitted]
7. Indemnification.
7.1. [Intentionally Omitted]
8. Limitation of Liability.
8.1. DISCLAIMER OF CONSEQUENTIAL DAMAGES. EXCEPT FOR PERSONAL INJURY
OR DEATH, MOTOROLA, ITS AFFILIATES, AND ITS AND THEIR RESPECTIVE OFFICERS,
DIRECTORS, EMPLOYEES, SUBCONTRACTORS, AGENTS, SUCCESSORS, AND ASSIGNS
(COLLECTIVELY, THE “MOTOROLA PARTIES”) WILL NOT BE LIABLE IN CONNECTION
WITH THIS AGREEMENT (WHETHER UNDER MOTOROLA’S INDEMNITY OBLIGATIONS, A
CAUSE OF ACTION FOR BREACH OF CONTRACT, UNDER TORT THEORY, OR
OTHERWISE) FOR ANY INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR
CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOST PROFITS OR REVENUES, EVEN IF
MOTOROLA HAS BEEN ADVISED BY CUSTOMER OR ANY THIRD PARTY OF THE
POSSIBILITY OF SUCH DAMAGES OR LOSSES AND WHETHER OR NOT SUCH DAMAGES
OR LOSSES ARE FORESEEABLE. EXCEPT FOR PERSONAL INJURY OR DEATH, THE
CUSTOMER, ITS AFFILIATES, AND ITS AND THEIR RESPECTIVE OFFICERS, DIRECTORS,
EMPLOYEES, SUBCONTRACTORS, AGENTS, SUCCESSORS, AND ASSIGNS
(COLLECTIVELY, THE “CUSTOMER PARTIES”) WILL NOT BE LIABLE IN CONNECTION
WITH THIS AGREEMENT (WHETHER UNDER CUSTOMER’S INDEMNITY OBLIGATIONS, A
CAUSE OF ACTION FOR BREACH OF CONTRACT, UNDER TORT THEORY, OR
OTHERWISE) FOR ANY INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR
CONSEQUENTIAL DAMAGES OR DAMAGES FOR LOST PROFITS OR REVENUES, EVEN IF
CUSTOMER HAS BEEN ADVISED BY MOTOROLA OR ANY THIRD PARTY OF THE
POSSIBILITY OF SUCH DAMAGES OR LOSSES AND WHETHER OR NOT SUCH DAMAGES
OR LOSSES ARE FORESEEABLE.
NOTWITHSTANDING THE AFOREMENTIONED, MOTOROLA WILL ONLY BE LIABLE FOR
CONSEQUENTIAL DAMAGES RELATED TO SECTION 14.3 “DAMAGE AND LOSS OF DATA,”
BREACH OF CONFIDENTIALITY, GENERALLY DAMAGES TO CUSTOMER’S DIGITAL
INFRASTRUCTURE OR CITY DATA, AND WHERE THE CUSTOMER WOULD NOT
OTHERWISE HAVE A REMEDY. HOWEVER, THE TOTAL AGGREGATE LIABILITY WILL NOT
EXCEED TEN (10) MILLION DOLLLARS.
8.2. DIRECT DAMAGES. EXCEPT FOR PERSONAL INJURY OR DEATH, THE TOTAL
AGGREGATE LIABILITY OF THE MOTOROLA PARTIES, WHETHER BASED ON A CLAIM IN
CONTRACT OR IN TORT, LAW OR EQUITY, RELATING TO OR ARISING OUT OF THE
AGREEMENT WILL NOT EXCEED TEN (10) MILLION DOLLLARS. EXCEPT FOR PERSONAL
INJURY OR DEATH, THE TOTAL AGGREGATE LIABILITY OF THE CUSTOMER PARTIES,
WHETHER BASED ON A CLAIM IN CONTRACT OR IN TORT, LAW OR EQUITY, RELATING
TO OR ARISING OUT OF THE AGREEMENT WILL NOT EXCEED TEN (10) MILLION
DOLLLARS.
8.3. ADDITIONAL EXCLUSIONS. NOTWITHSTANDING ANY OTHER PROVISION OF THIS
AGREEMENT, MOTOROLA WILL HAVE NO LIABILITY FOR DAMAGES ARISING OUT OF (A)
CUSTOMER-PROVIDED EQUIPMENT, NON-MOTOROLA CONTENT, THE SITES, OR THIRD-
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 264 of 372
Exhibit C
7
PARTY PROVIDED MATERIALS PROVIDED OUTSIDE THE SCOPE OF WORK IN THIS
AGREEMENT, OR THE COMBINATION OF PRODUCTS AND SERVICES WITH ANY OF THE
FOREGOING UNLESS THE COMBINATION WAS ANTICIPATED IN THE ORDERING
DOCUMENT(S) FOR THE PRODUCTS OR SERVICES; (B) MODIFICATION OF PRODUCTS OR
SERVICES BY ANY PERSON OTHER THAN MOTOROLA UNLESS AUTHORIZED BY
MOTOROLA OR ANTICIPATED IN THE ORDERING DOCUMENT(S) FOR THE PRODUCTS OR
SERVICES; (C) DATA RECOVERY SERVICES OR DATABASE MODIFICATIONS NOT
PROVIDED BY MOTOROLA; OR (D) CUSTOMER’S OR ANY AUTHORIZED USER’S MATERIAL
BREACH OF THIS AGREEMENT TO THE EXTENT CAUSED BY CUSTOMER OR
INTENTIONAL MISUSE OF THE PRODUCTS AND SERVICES.
8.4. Voluntary Remedies. Motorola is not obligated to remedy, repair, replace, or refund the
purchase price for the disclaimed issues in Section 8.3 – Additional Exclusions above.
9. Confidentiality.
9.1. Confidential Information. For Motorola, “Confidential Information” means any and all
non-public information provided by one Party (“Discloser”) to the other (“Recipient”) that is
disclosed under this Agreement in oral, written, graphic, machine recognizable, or sample form,
being clearly designated, labeled or marked as confidential or its equivalent. With respect to
Motorola, Confidential Information may include Documentation. For Motorola, in order to be
considered Confidential Information, information that is disclosed orally must be identified as
confidential at the time of disclosure and confirmed by Discloser by submitting a written document
to Recipient within thirty (30) days after such disclosure. The written document must contain a
summary of the Confidential Information disclosed with enough specificity for identification
purpose and must be labeled or marked as confidential or its equivalent.
9.2. For Customer, “Confidential Information” means any and all non-public information
provided by one Party (“Discloser”) to the other (“Recipient”) that is disclosed under this
Agreement in any form. Customer further defines its Confidential Information as “City’s
Confidential Data” in Section 13.1 “Data Definitions” of the Agreement. This Section 9
“Confidentiality” also applies to City’s Confidential Data.
Obligations of Confidentiality. During the Term and for a period of three (3) years from the
expiration or termination of this Agreement, Recipient will (a) not disclose Confidential Information
to any third party, except as expressly permitted in this Section 9 - Confidentiality; (b) restrict
disclosure of Confidential Information to only those employees (including, employees of any
wholly owned subsidiary, a parent company, any other wholly owned subsidiaries of the same
parent company), agents or consultants who must access the Confidential Information for the sole
purpose of performing Motorola’s obligations under the Agreement, and who are bound by the
same confidentiality terms in this Agreement and Data Security Obligations as defined in the
Agreement; (c) not copy, reproduce, reverse engineer, de-compile or disassemble any
Confidential Information; (d) safeguard against disclosure of Confidential Information using
security technologies and techniques in accordance with standard industry practices for such data
and in accordance with the most current CJIS Security Policy and CLETS Policies and Practices
and Procedures; (e) promptly notify Discloser upon discovery of any unauthorized use or
disclosure of the Confidential Information and take reasonable steps to regain possession of the
Confidential Information and prevent further unauthorized actions or other breach of this
Agreement, but this section shall not limit Motorola’s obligations under Section 13.7 “Data Breach
and Security Incident Responsibilities” of the Agreement; and (f) only use the Confidential
Information as needed to fulfill its obligations and secure its rights under this Agreement.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 265 of 372
Exhibit C
8
9.3. Exceptions. Recipient is not obligated to maintain as confidential any information that
Recipient can demonstrate by documentation (a) is publicly available at the time of disclosure or
becomes available to the public without breach of this Agreement; (b) is lawfully obtained from a
third party without a duty of confidentiality to Discloser; (c) is otherwise lawfully known to
Recipient prior to such disclosure without a duty of confidentiality to Discloser; or (d) is
independently developed by Recipient without the use of, or reference to, any of Discloser’s
Confidential Information or any breach of this Agreement. Additionally, Recipient may disclose
Confidential Information to the extent required by law, including a judicial or legislative order or
proceeding, or as required by the California Public Records Act (California Government Code §
6250 et seq.) and the California Civil Discovery Act (California Code of Civil Procedure §
2016.010 et seq.).
9.4. Ownership of Confidential Information. All Confidential Information is and will remain the
property of Discloser and will not be copied or reproduced without the express written permission
of Discloser (including as permitted herein). Within ten (10) days of receipt of Discloser’s written
request, Recipient will return or destroy all Confidential Information to Discloser along with all
copies and portions thereof, or certify in writing that all such Confidential Information has been
destroyed. No license, express or implied, in the Confidential Information is granted to the
Recipient other than to use the Confidential Information in the manner and to the extent authorized
by this Agreement. Discloser represents and warrants that it is authorized to disclose any
Confidential Information it discloses pursuant to this Agreement.
10. Proprietary Rights; Data; Feedback.
10.1. Data Definitions. The following terms will have the stated meanings: “Customer Contact
Data” means data Motorola collects from Customer, its Authorized Users, and their end users for
business contact purposes, including marketing, advertising, licensing and sales purposes;
“Service Use Data” means data generated by Customer’s use of the Products and Services or
by Motorola’s support of the Products and Services, including personal information, product
performance and error information, activity logs and date and time of use; “Customer Data”
means data, information, and content, including images, text, videos, documents, audio,
telemetry, location and structured data base records, provided by, through, or on behalf of
Customer, its Authorized Users, and their end users through the use of the Products and Services.
Customer Data does not include Customer Contact Data, Service Use Data, or information from
publicly available sources or other Third-Party Data or Motorola Data; “Third-Party Data” means
information obtained by Motorola from publicly available sources or its third party content
providers and made available to Customer through the Products or Services; “Motorola Data”
means data owned or licensed by Motorola; “Feedback” means comments or information, in oral
or written form, given to Motorola by Customer or Authorized Users, including their end users, in
connection with or relating to the Products or Services; and “Process” or “Processing” means
any operation or set of operations which is performed on personal information or on sets of
personal information, whether or not by automated means, such as collection, recording, copying,
analyzing, caching, organization, structuring, storage, adaptation, or alteration, retrieval,
consultation, use, disclosure by transmission, dissemination or otherwise making available,
alignment or combination, restriction, erasure or destruction.
10.2. Motorola Materials. Customer acknowledges that Motorola may use or provide Customer
with access to software, tools, data, and other materials, including designs, utilities, models,
methodologies, systems, and specifications, which Motorola has developed or licensed from third
parties (including any corrections, bug fixes, enhancements, updates, modifications, adaptations,
translations, de-compilations, disassemblies, or derivative works of the foregoing, whether made
by Motorola or another party) (collectively, “Motorola Materials”). The Products and Services,
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 266 of 372
Exhibit C
9
Motorola Data, Third-Party Data, and Documentation, are considered Motorola Materials. Except
when Motorola has expressly transferred title or other interest to Customer by way of an
Addendum or Ordering Document, the Motorola Materials are the property of Motorola or its
licensors, and Motorola or its licensors retain all right, title and interest in and to the Motorola
Materials (including, all rights in patents, copyrights, trademarks, trade names, trade secrets,
know-how, other intellectual property and proprietary rights, and all associated goodwill and moral
rights). For clarity, this Agreement does not grant to Customer any shared development rights in
or to any Motorola Materials or other intellectual property, and Customer agrees to execute any
documents and take any other actions reasonably requested by Motorola to effectuate the
foregoing. Motorola and its licensors reserve all rights not expressly granted to Customer, and no
rights, other than those expressly granted herein, are granted to Customer by implication,
estoppel or otherwise. Customer will not modify, disassemble, reverse engineer, derive source
code or create derivative works from, merge with other software, distribute, sublicense, sell, or
export the Products and Services or other Motorola Materials, or permit any third party to do so.
10.3. Ownership of Customer Data. Customer retains all right, title and interest, including
intellectual property rights, if any, in and to Customer Data. Motorola acquires no rights to
Customer Data except those rights granted under this Agreement including the right to Process
and use the Customer Data as set forth in Section 10.4 – Processing Customer Data below
and in other applicable Addenda. The Parties agree that with regard to the Processing of personal
information which may be part of Customer Data, Customer is the controller and Motorola is the
processor, and may engage sub-processors pursuant to Section 10.4.3 – Sub-processors.
10.4. Processing Customer Data.
Motorola Use of Customer Data. Subject to CJIS compliance, to the extent
permitted by law, Customer grants Motorola and subcontractors designated within
this agreement a right to use Customer Data to (a) perform Services and provide
Products under the Agreement, and (b) analyze the Customer Data to operate,
maintain, and manage Motorola Products and Services for Customer. Customer
Data shall not be used for demonstration or testing purposes for products, services
and uses by Motorola or any subcontractor that is beyond the scope of products
and services delivered as part of this agreement unless authorized in writing by
Customer.
10.4.1. Collection, Creation, Use of Customer Data. Customer further represents and
warrants that the Customer Data, Customer’s collection, creation, and use of the
Customer Data (including in connection with Motorola’s Products and Services),
and Motorola’s use of such Customer Data in accordance with the Agreement, will
not violate any laws or applicable privacy notices or infringe any third-party rights
(including intellectual property and privacy rights). Customer also represents and
warrants that the Customer Data will be accurate and complete, and that Customer
has obtained all required consents, provided all necessary notices, and met any
other applicable legal requirements with respect to collection and use (including
Motorola’s and its subcontractors’ use) of the Customer Data as described in the
Agreement.
10.4.2. Sub-processors. [Intentionally Omitted]
10.5. Data Retention and Deletion. Except for anonymized Customer Data, as described above,
or as otherwise provided under the Agreement, Motorola will delete all Customer Data following
termination or expiration of this MCA or the applicable Addendum or Ordering Document, with
such deletion to occur no later than one-hundred eighty (180) days following the applicable date
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 267 of 372
Exhibit C
10
of termination or expiration, unless otherwise required to comply with applicable law. Any requests
for the exportation or download of Customer Data must be made by Customer to Motorola in
writing before expiration or termination, subject to Section 13.9 – Notices. Motorola will have no
obligation to retain such Customer Data beyond expiration or termination unless the Customer
has purchased extended storage from Motorola through a mutually executed Ordering Document.
10.6. Service Use Data. Subject to CJIS compliance, Customer understands and agrees that
Motorola may collect and use Service Use Data for its own purposes, including the uses described
below. Motorola may use Service Use Data to (a) operate, maintain, manage, and improve
existing products and services, (b) test products and services, (c) to aggregate Service Use Data
and combine it with that of other users. Service Use Data may be not be disclosed to third parties
unless expressly authorized by law and only with Customer’s prior approval.
10.7. Third-Party Data and Motorola Data. Motorola Data and Third-Party Data may be available
to Customer through the Products and Services. Customer and its Authorized Users may use
Motorola Data and Third-Party Data as permitted by Motorola and the applicable Third-Party Data
provider, as described in the applicable Addendum. Unless expressly permitted in the applicable
Addendum or required by law, Customer will not, and will ensure its Authorized Users will not: (a)
use the Motorola Data or Third-Party Data for any purpose other than Customer’s internal
business purposes; (b) disclose the data to third parties; (c) “white label” such data or otherwise
misrepresent its source or ownership, or resell, distribute, sublicense, or commercially exploit the
data in any manner; (d) use such data in violation of applicable laws; (e) remove, obscure, alter,
or falsify any marks or proprietary rights notices indicating the source, origin, or ownership of the
data; or (f) modify such data or combine it with Customer Data or other data or use the data to
build databases. To the degree Motorola Data and Third-Party Data is required by law to be
released or used, Customer will notify Motorola as soon as reasonably practicable. Additional
restrictions may be set forth in the applicable Addendum. Any rights granted to Customer or
Authorized Users with respect to Motorola Data or Third-Party Data will immediately terminate
upon termination or expiration of the applicable Addendum, Ordering Document, or this MCA.
Further, after providing reasonable notice and an opportunity to cure, Motorola or the applicable
Third-Party Data provider may suspend, change, or terminate Customer’s or any Authorized
User’s access to Motorola Data or Third-Party Data if Motorola or such Third-Party Data provider
believes Customer’s or the Authorized User’s use of the data violates the Agreement, applicable
law or Motorola’s agreement with the applicable Third-Party Data provider. Upon termination of
Customer’s rights to use any Motorola Data or Third-Party Data, Customer and all Authorized
Users will immediately discontinue use of such data, delete all copies of such data, and certify
such deletion to Motorola.
10.8. Feedback. Any Feedback provided by Customer is entirely voluntary, and will not create
any confidentiality obligation for Motorola, unless designated in writing as confidential by
Customer. Motorola may use, reproduce, license, and otherwise distribute and exploit the
Feedback without any obligation or payment to Customer or Authorized Users and Customer
represents and warrants that it has obtained all necessary rights and consents to grant Motorola
the foregoing rights.
10.9. Improvements; Products and Services. The Parties agree that, notwithstanding any
provision of this MCA or the Agreement to the contrary, all fixes, modifications and improvements
to the Services or Products conceived of or made by or on behalf of Motorola that are based either
in whole or in part on the Feedback, Customer Data, or Service Use Data (or otherwise) are the
exclusive property of Motorola and all right, title and interest in and to such fixes, modifications or
improvements will vest solely in Motorola. Customer agrees to execute any written documents
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 268 of 372
Exhibit C
11
necessary to assign any intellectual property or other rights it may have in such fixes,
modifications or improvements to Motorola.
11. Force Majeure; Delays Caused by Customer.
11.1. Force Majeure. Neither Party will be responsible for nonperformance or delayed
performance due to events outside of its reasonable control. If performance will be significantly
delayed, the affected Party will provide notice to the other Party, and the Parties will agree (in
writing) upon a reasonable extension to any applicable performance schedule.
11.2. Delays Caused by Customer. Motorola’s performance of the Products and Services will
be excused for delays caused by Customer or its Authorized Users or subcontractors, or by failure
of any assumptions set forth in this Agreement (including in any Addendum or Ordering
Document). In the event of a delay under this Section 11.2 – Delays Caused by Customer, (a)
Customer will continue to pay the Fees as required hereunder, (b) the Parties will agree (in writing
via a mutually executed change order or new or additional Ordering Documents) upon a
reasonable extension to any applicable performance schedule.
12. Disputes. The Parties will use the following procedure to resolve any disputes relating to
or arising out of this Agreement (each, a “Dispute”):
12.1. Governing Law. All matters relating to or arising out of the Agreement are governed by the
laws of the State of California.
12.2. Negotiation; Mediation. [Intentionally Omitted]
12.3. Litigation, Venue, Jurisdiction. If the Dispute has not been resolved by mediation within
one hundred twenty (120) days from Mediation, either Party may submit the Dispute exclusively
to a court in San Diego County, California. Each Party expressly consents to the exclusive
jurisdiction of such courts for resolution of any Dispute and to enforce the outcome of any
mediation.
13. General.
13.1. Compliance with Laws. Each Party will comply with applicable laws in connection with the
performance of its obligations under this Agreement, including that Customer will ensure its and
its Authorized Users’ use of the Products and Services complies with law (including privacy laws),
and Customer will obtain any FCC and other licenses or authorizations (including licenses or
authorizations required by foreign regulatory bodies) required for its and its Authorized Users’ use
of the Products and Services. After providing reasonable prior notice and the opportunity to cure,
Motorola may, at its discretion, cease providing or otherwise modify Products and Services (or
any terms related thereto in an Addendum or Ordering Document), in order to comply with any
changes in applicable law.
13.2. Audit; Monitoring. Subject to CJIS compliance, Customer-approved Motorola personnel
will have the right to monitor and audit use of the Products, which may also include access by
Motorola to Customer Data and Service Use Data. Customer will provide notice of such
monitoring to its Authorized Users and obtain any required consents, including individual end
users, and will cooperate with Motorola in any monitoring or audit. Customer will maintain during
the Term, and for two (2) years thereafter, accurate records relating to any software licenses
granted under this Agreement to verify compliance with this Agreement. Motorola or a third party
(“Auditor”) may inspect Customer’s and, as applicable, Authorized Users’, books and records.
Motorola will pay expenses and costs of the Auditor, unless Customer is found to be in violation
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 269 of 372
Exhibit C
12
of the terms of the Agreement, in which case Customer will be responsible for such expenses and
costs
13.3. .Assignment and Subcontracting. Neither Party may assign or otherwise transfer this
Agreement without the prior written approval of the other Party, which shall not be unreasonably
withheld. Subject to the foregoing, this Agreement will be binding upon the Parties and their
respective successors and assigns.
13.4. Waiver. A delay or omission by either Party to exercise any right under this Agreement will
not be construed to be a waiver of such right. A waiver by either Party of any of the obligations
to be performed by the other, or any breach thereof, will not be construed to be a waiver of any
succeeding breach or of any other obligation. All waivers must be in writing and signed by the
Party waiving its rights.
13.5. Severability. If any provision of the Agreement is found by a court of competent jurisdiction
to be invalid, illegal, or otherwise unenforceable, such provision will be deemed to be modified to
reflect as nearly as possible the original intentions of the Parties in accordance with applicable
law. The remaining provisions of this Agreement will not be affected, and each such provision will
be valid and enforceable to the full extent permitted by applicable law.
13.6. Independent Contractors. Each Party will perform its duties under this Agreement as an
independent contractor. The Parties and their personnel will not be considered to be employees
or agents of the other Party. Nothing in this Agreement will be interpreted as granting either Party
the right or authority to make commitments of any kind for the other. This Agreement will not
constitute, create, or be interpreted as a joint venture, partnership, or formal business organization
of any kind.
13.7. Third-Party Beneficiaries. The Agreement is entered into solely between, and may be
enforced only by, the Parties. Each Party intends that the Agreement will not benefit, or create
any right or cause of action in or on behalf of, any entity other than the Parties. Notwithstanding
the foregoing, a licensor or supplier of third-party software included in the software Products will
be a direct and intended third-party beneficiary of this Agreement.
13.8. Interpretation. The section headings in this Agreement are included only for convenience
The words “including” and “include” will be deemed to be followed by the phrase “without
limitation”. This Agreement will be fairly interpreted in accordance with its terms and conditions
and not for or against either Party.
13.9. Notices. Notices required under this Agreement to be given by one Party to the other must
be in writing and either personally delivered or sent to the address provided by the other Party by
certified mail, return receipt requested and postage prepaid (or by a recognized courier service,
such as FedEx, UPS, or DHL), and will be effective upon receipt.
13.10. Cumulative Remedies. Except as specifically stated in this Agreement, all remedies
provided for in this Agreement will be cumulative and in addition to, and not in lieu of, any other
remedies available to either Party at law, in equity, by contract, or otherwise. Except as
specifically stated in this Agreement, the election by a Party of any remedy provided for in this
Agreement or otherwise available to such Party will not preclude such Party from pursuing any
other remedies available to such Party at law, in equity, by contract, or otherwise.
13.11. Survival. The following provisions will survive the expiration or termination of this
Agreement for any reason: Section 2.4 – Customer Obligations; Section 3.4 – Effect of
Termination or Expiration; Section 4 – Payment and Invoicing; Section 6.5 – Warranty
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 270 of 372
Exhibit C
13
Disclaimer; Section 7.1 – General Indemnity; Section 8 – Limitation of Liability; Section 9 –
Confidentiality; Section 10 – Proprietary Rights; Data; Feedback; Section 11 – Force
Majeure; Delays Caused by Customer; Section 12 – Disputes; and Section 13 – General.
13.12. Entire Agreement. This Agreement may be executed in multiple counterparts, and will
have the same legal force and effect as if the Parties had executed it as a single document. The
Parties may sign in writing or by electronic signature. An electronic signature, facsimile copy, or
computer image of a signature, will be treated, and will have the same effect as an original
signature, and will have the same effect, as an original signed copy of this document. This
Agreement may be amended or modified only by a written instrument signed by authorized
representatives of both Parties. The preprinted terms and conditions found on any Customer
purchase order, acknowledgment, or other form will not be considered an amendment or
modification or part of this Agreement, even if a representative of each Party signs such
document.
The Parties hereby enter into this MCA as of the Effective Date.
Motorola: Motorola Solutions, Inc. Customer: City of Carlsbad, CA
By: ______________________________ By: ______________________________
Name: ___________________________ Name: ____________________________
Title: ____________________________ Title: ___City Manager_______________
Date: ____________________________ Date: ____________________________
By: ______________________________
Name: ___________________________
Title: ____________________________
Date: ____________________________
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Jerry Burch
1/28/2025
MSSSI Vice President
Ryan Christensen
1/28/2025
Assistant Secretary
Feb. 4, 2025 Item #3 Page 271 of 372
Exhibit C
14
Software Products Addendum
This Software Products Addendum (this “SPA”) is entered into between Motorola Solutions, Inc.,
with offices at 500 W. Monroe Street, Suite 4400, Chicago, IL 60661 (“Motorola”) and the entity
set forth in the signature block below or in the MCA (“Customer”), and will be subject to, and
governed by, the terms of the Master Customer Agreement entered into between the Parties,
effective as of [________] (the “MCA”), and the applicable Addenda. Capitalized terms used in
this SPA, but not defined herein, will have the meanings set forth in the MCA or the applicable
Addenda.
1.Addendum. This SPA governs Customer’s purchase of certain Motorola software Products,
including Software Systems, and will form part of the Parties’ Agreement. A “Software
System” is a solution that includes at least one command center software Product and
requires Integration Services to deploy such software Product at a Customer Site or onto any
Customer-Provided Equipment or Equipment provided to Customer. In addition to the MCA,
other Addenda may be applicable to the Software System or other software Products,
including the Subscription Software Addendum (“SSA”), with respect to Subscription
Software, and the Equipment Purchase and Software License Addendum (“EPSLA”), with
respect to Licensed Software and Equipment, as further described below. This SPA will
control with respect to conflicting terms in the MCA or any other applicable Addendum, but
only as applicable to the Software System or other software Products purchased under this
SPA and not with respect to other Products and Services.
2.Software Systems; Applicable Terms and Conditions.
2.1. On-Premise Software System as a Service. If Customer purchases an “on-premises
Software System as a service,” where Equipment and software Products are installed at
Customer Sites or on Customer-Provided Equipment, and such software is generally licensed on
a subscription basis (i.e., as Subscription Software), then such Subscription Software will be
subject to the SSA.
2.2. Cloud Hosted Software System. If Customer purchases a “cloud hosted Software
System,” where the applicable software is hosted in a data center and provided to Customer as
a service (i.e., as hosted Subscription Software), including CommandCentral Products, then such
Subscription Software is subject to the SSA.
2.3. Services. Any Integration Services or Maintenance and Support Services purchased in
connection with, or included as a part of, a Software System are subject to the MCA, and as
described in the applicable Ordering Document.
3.Payment. Customer will pay invoices for the Products and Services covered by this SPA
in accordance with the invoice payment terms set forth in the MCA.
4.Prohibited Use. Customer will not integrate or use, or permit a third party or an Authorized
User to integrate or use, any Non-Motorola Content with or in connection with a Software System
or other software Product provided by Motorola under this SPA, without the express written
permission of Motorola.
5.[Intentionally Omitted]
6.Support of Downloaded Clients. If Customer purchases any software Product that
requires a client installed locally on any Customer-Provided Equipment or Equipment in
possession of Customer, Customer will be responsible for downloading and installing the current
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 272 of 372
Exhibit C
15
version of such client, as it may be updated from time to time. Motorola will use reasonable efforts
to continue supporting any version of a client for ninety (90) days following the general availability
of a new version release. Motorola may update the current version of its client at any time,
including for security vulnerabilities, bug fixes, product improvements, and feature updates, and
Motorola makes no representations or warranties that any software Product will support prior
versions of a client.
7. Applicable End User Terms. Additional license terms apply to third-party software
included in CAD and Records Products which are available online at:
www.motorolasolutions.com/legal-flow-downs. Customer will comply, and ensure its Authorized
Users comply, with all such additional license terms. Specifically, the following Esri As-a-Service
Terms and Twilio/Sendgrid Acceptable Use Policy apply:
9.1. Esri As-a-Service Terms
Any customer or end-user of Esri software agrees to:
a. Disclaim, to the extent permitted by applicable law, Esri and its licensors’ liability for any
damages or loss of any kind, whether direct, special, indirect, incidental, or consequential,
arising from the use of the Esri OEM software(s) including, but not limited to, liability for use of
Esri OEM(s) in high-risk activities or liability related to any data supplied by Esri.
b. Upon notice by Motorola Solutions that its OEM agreement with Esri has terminated or
expired, agrees to (i) cease access and use of Esri OEM software), online services and clear
online services client-side data cache and (ii) cease use, uninstall, remove, and destroy all Esri
OEM software(s) and any whole or partial copies, modifications, or merged portions in any form
and execute and deliver evidence of such actions to Motorola Solutions.
c. Comply fully with all relevant export laws and regulations of the United States to
ensure that Esri OEM or any direct product thereof, is not exported, directly or indirectly,
in violation of United States law.
d. Not remove or obscure any copyright, trademark notice, or restrictive legend.
e. Accept all terms in any click-through terms included with Esri licensed material.
f. Accept that Esri OEM software may contain some nonconformities, defects, errors, or
omissions. THE HOSTED SOLUTION(S) IS/ARE PROVIDED "AS IS" WITHOUT WARRANTY
OF ANY KIND. Without limiting the generality of the preceding sentence, Esri and its licensors
do not warrant data, online services, and the Esri OEM software will meet the hosted solutions
end user's needs or expectations, that the use of data, online services, and Esri OEM software
will be uninterrupted, or that all nonconformities can or will be corrected. Esri and its licensors
are not inviting reliance on data, online services, and Esri OEM software and hosted solution
end user should always verify actual data, online services and hosted solutions(s).
g. Not to share its login or password with any other third party or other hosted solution end
user.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 273 of 372
Exhibit C
16
9.2 Twilio/Sendgrid Services
Use of the Twilio Services provided hereunder shall be in accordance with theTwilio
Acceptable Use Policy, incorporated below.
Twilio may suspend the Twilio Services immediately upon notice to Customer for cause if: (i)
Customer or an End User materially violates (or Twilio believes, in good faith, that Customer or
an End User has materially violated) any provision of the Twilio Acceptable Use Policy; (ii) there
is an unusual and material spike or increase in Customer’s use of the Twilio Services and Twilio
believes, in good faith, that such traffic or use is fraudulent or materially and negatively
impacting the operating capability of the Twilio Services; (iii) Twilio determines, in good faith,
that its provision of the Twilio Services is prohibited by applicable Law. Notwithstanding the
foregoing, Twilio will use commercially reasonable efforts to (x) provide Customer as much prior
notice as possible of any situation its aware of that could lead to a right to suspend described in
this Section 8.3, (y) work with Customer to remedy any situation that could lead to a right to
suspend described in this Section 8.3 if such situation can be remedied, and (z) limit any
suspension as much a possible given the circumstances leading to the suspension (e.g., to
certain phone numbers, sub-accounts or other subset of traffic).
This Acceptable Use Policy (“AUP”) describes rules that apply to any party (“Customer”) using
any products and services (“Services”) provided by Twilio Inc. or any of its affiliates (collectively,
“Twilio”) and any user of any software application or service made available by Customer that
interfaces with the Services (“End User”). The examples described in this AUP are not
exhaustive. Customer is responsible for its End Users’ compliance with this AUP. If Customer or
any End User violates this AUP, Twilio may suspend Customer’s use of the Services. This AUP
may be updated by Twilio from time to time upon reasonable notice, which may be provided via
Customer’s account or e-mail.
No Inappropriate Content or Users. Do not use the Services to transmit or store any content or
communications (commercial or otherwise) that is illegal, harmful, unwanted, inappropriate,
objectionable, confirmed to be criminal misinformation, or otherwise poses a threat to the public.
This prohibition includes use of the Services by a hate group or content or communications that
originate from a hate group or are exploitive, abusive, or hate speech.
Prohibited Activities. Do not use the Services to engage in or encourage any activity that is
illegal, deceptive, harmful, violating others' rights, or harmful to Twilio's business operations or
reputation, including:
• Violations of Laws. Violating laws, regulations, governmental orders, or industry
standards or guidance in any applicable jurisdiction (collectively, “Applicable Laws”).
This includes violating Applicable Laws requiring (a) consent be obtained prior to
transmitting, recording, collecting, or monitoring data or communications or (b)
compliance with opt-out requests for any data or communications.
• Interference with the Services. Interfering with or otherwise negatively impacting any
aspect of the Services or any third-party networks that are linked to the Services.
• Reverse Engineering. Reverse engineering, copying, disassembling, or decompiling
the Services.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 274 of 372
Exhibit C
17
• Falsification of Identity or Origin. Creating a false identity or any attempt to mislead
others as to the identity of the sender or the origin of any data or communications.
No Service Integrity Violations. Do not violate the integrity of the Services, including:
• Bypassing Service Limitations. Attempting to bypass, exploit, defeat, or disable
limitations or restrictions placed on the Services.
• Security Vulnerabilities. Finding security vulnerabilities to exploit the Services or
attempting to bypass any security mechanism or filtering capabilities.
• Disabling the Services. Any denial of service (DOS) attack on the Services or any other
conduct that attempts to disrupt, disable, or overload the Services.
• Harmful Code or Bots. Transmitting code, files, scripts, agents, or programs intended
to do harm, including viruses or malware, or using automated means, such as bots, to
gain access to or use the
• Services.
• Unauthorized Access. Attempting to gain unauthorized access to the Services.
Data Safeguards. Customer is responsible for determining whether the Services offer
appropriate o safeguards for Customer's use of the Services, including, but not limited to,
any safeguards required by ILQ)
Applicable Laws, prior to transmitting or processing, or prior to permitting End Users to
transmit or process, any data or communications via the Services.
Violations of this AUP, including any prohibited content or communications, may be
reported to https://www.twilio.com/help/abuse (https://www.twilio.com/help/abuse).
Customer agrees to immediately report any violation of this Al-JP to Twilio and provide
cooperation, as requested by Twilio, to investigate and/or remedy that violation.
8. Additional Terms for On-Premise Software System as a Service. The terms set forth
in this Section 10 – Additional Terms for On-Premise Software System as a Service apply in
the event Customer purchases an on-premises Software System as a service under this SPA.
8.1. Transition to Subscription License Model. If the Parties mutually agree that any on-
premises Subscription Software purchased under this SPA as part of an on-premises Software
System as a service will be replaced with or upgraded to Subscription Software hosted in a data
center, then upon such time which the Parties execute the applicable Ordering Document, (a) the
licenses granted to such on-premises Subscription Software under the applicable Ordering
Document will automatically terminate, (b) Customer and its Authorized Users will cease use of
the applicable on-premises copies of Subscription Software, and (c) the replacement hosted
Subscription Software provided hereunder will be governed by the terms of the SSA and this SPA.
8.2. Transition Fee. Motorola will not charge additional Fees for Services related to the
transition to hosted Subscription Software, as described in Section 10.1 – Transition to
Subscription License Model. Notwithstanding the foregoing, subscription Fees for the
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 275 of 372
Exhibit C
18
applicable hosted Subscription Software are subject to the SSA and the applicable Ordering
Document.
8.3. Software Decommissioning. Upon (a) transition of the on-premises Software System as a
service to Subscription Software hosted in a data center or (b) any termination of the Subscription
Software license for the on-premises Software System as a service. Customer agrees to
decommission the applicable software from its premises and to attest to the same. For clarity,
Customer will retain the right to use Licensed Software that is firmware incorporated into
Equipment purchased by Customer from Motorola and any Microsoft operating system Licensed
Software.
9. Additional Terms for CAD and Records Products. The terms set forth in this Section
11 – Additional Terms for CAD and Records Products apply in the event Customer purchases
any Computer Aided Dispatch (“CAD”) or Records Products under this SPA.
9.1. Support Required. Customer acknowledges and agrees that the licenses granted by
Motorola under the Agreement to CAD and Records Products for on-premises Software Systems
are conditioned upon Customer purchasing Maintenance and Support Services for such Products
during the term of the applicable license. If at any time during the term of any such license,
Customer fails to purchase associated Maintenance and Support Services (or pay the fees for
such Services), Motorola will have the right to terminate or suspend the software licenses for CAD
and Record Products, and this SPA or the applicable Ordering Document.
9.2. CJIS Security Policy. Motorola agrees to support Customer’s obligation to comply with the
Federal Bureau of Investigation Criminal Justice Information Services (“CJIS”) Security Policy
and will comply with the terms of the CJIS Security Addendum for the term of the Addendum or
Ordering Document for the applicable Product. Customer must consent to and escort Motorola
personnel accessing unencrypted Criminal Justice Information for purposes of Product support
and development.
10. Additional Cloud Terms. The terms set forth in this Section 12 – Additional Cloud
Terms apply in the event Customer purchases any cloud hosted software.
10.1. Data Storage. Motorola will determine, in its sole discretion, the location of the stored
content for cloud hosted software. All data, replications, and backups will be stored at a location
in the United States for Customers in the continental United States.
10.2. Data Retrieval. Cloud hosted software will leverage different types of storage to optimize
software, as determined in Motorola’s sole discretion. For multimedia data, such as videos,
pictures, audio files, Motorola will, in its sole discretion, determine the type of storage medium
used to store the content. The type of storage and medium selected by Motorola will determine
the data retrieval speed. Access to content in archival storage may take up to 24 hours to be
viewable.
10.3. Maintenance. Scheduled maintenance of cloud hosted Software will be performed
periodically. Motorola will make commercially reasonable efforts to notify customers one (1) week
in advance of any such maintenance. Unscheduled and emergency maintenance may be
required from time to time. Motorola will make commercially reasonable efforts to notify customers
of any unscheduled or emergency maintenance 24 hours in advance.
11. Survival. The following provisions will survive the expiration or termination of this SPA for
any reason: Section 1 – Addendum; Section 2 – Software Systems; Applicable Terms and
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 276 of 372
Exhibit C
19
Conditions; Section 6 – Prohibited Use; Section 9 – Applicable End User Terms; Section
13 – Survival.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 277 of 372
Exhibit C
20
Subscription Software Addendum
This Subscription Software Addendum (this “SSA”) and the Exhibit to this SSA for
CommandCentral Investigate, powered by LexisNexis is entered into between Motorola
Solutions, Inc., with offices at 500 W. Monroe Street, Suite 4400, Chicago, IL 60661 (“Motorola”)
and the entity set forth in the signature block below or in the MCA (“Customer”), and will be
subject to, and governed by, the terms of the Master Customer Agreement entered into between
the Parties, effective as of [________] (the “MCA”). Capitalized terms used in this SSA, but not
defined herein, will have the meanings set forth in the MCA.
1. Addendum. This SSA governs Customer’s purchase of Subscription Software (and, if set
forth in an Ordering Document, related Services) from Motorola, and will form part of the Parties’
Agreement. Additional Subscription Software-specific Addenda or other terms and conditions may
apply to certain Subscription Software, where such terms are provided or presented to Customer.
2. Delivery of Subscription Software.
2.1. Delivery. During the applicable Subscription Term (as defined below), Motorola will
provide to Customer the Subscription Software set forth in an Ordering Document, in accordance
with the terms of the Agreement. Motorola will provide Customer advance notice (which may be
provided electronically) of any planned downtime. Delivery will occur upon Customer’s receipt of
credentials required for access to the Subscription Software or upon Motorola otherwise providing
access to the Subscription Software. If agreed upon in an Ordering Document, Motorola will also
provide Services related to such Subscription Software.
2.2. Modifications. In addition to other rights to modify the Products and Services set forth in
the MCA, Motorola may modify the Subscription Software, any associated recurring Services and
any related systems so long as their functionality (as described in the applicable Ordering
Document) is not materially degraded. Documentation for the Subscription Software may be
updated to reflect such modifications. For clarity, new features or enhancements that are added
to any Subscription Software may be subject to additional Fees which will be set forth in an
Amendment or Ordering Document.
2.3. User Credentials. If applicable, Motorola will provide Customer with administrative user
credentials for the Subscription Software, and Customer will ensure such administrative user
credentials are accessed and used only by Customer’s employees with training on their proper
use. Customer will protect, and will cause its Authorized Users to protect, the confidentiality and
security of all user credentials, including any administrative user credentials, and maintain user
credential validity, including by updating passwords. Customer will be liable for any use of the
Subscription Software through such user credential (including through any administrative user
credentials), including any changes made to the Subscription Software or issues or user impact
arising therefrom. To the extent Motorola provides Services to Customer in order to help resolve
issues resulting from changes made to the Subscription Software through user credentials,
including through any administrative user credentials, or issues otherwise created by Authorized
Users, such Services will be billed to Customer on a time and materials basis, and Customer will
pay all invoices in accordance with the payment terms of the MCA which will be set forth in an
Amendment or Ordering Document.
2.4. Beta Services. If Motorola makes any beta version of a software application (“Beta
Service” or software application not available for General Release) available to Customer,
Customer may choose to use such Beta Service at its own discretion, provided, however, that
Customer will use the Beta Service solely for purposes of Customer’s evaluation of such Beta
Service, and for no other purpose. Customer acknowledges and agrees that all Beta Services are
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 278 of 372
Exhibit C
21
offered “as-is” and without any representations or warranties or other commitments or protections
from Motorola. Motorola will determine the duration of the evaluation period for any Beta Service,
in its sole discretion, and Motorola may discontinue any Beta Service at any time. Customer
acknowledges that Beta Services, by their nature, have not been fully tested and may contain
defects or deficiencies.
3. Subscription Software License and Restrictions.
3.1. Subscription Software License. Subject to Customer’s and its Authorized Users’
compliance with the Agreement, including payment terms, Motorola hereby grants Customer and
its Authorized Users a limited, non-transferable, non-sublicensable, and non-exclusive license to
use the Subscription Software identified in an Ordering Document, and the associated
Documentation, solely for Customer’s internal business purposes. The foregoing license grant will
be limited to use in the territory and to the number of licenses set forth in an Ordering Document
(if applicable), and will continue for the applicable Subscription Term. Customer may access, and
use the Subscription Software only in Customer’s owned or controlled facilities, including any
authorized mobile sites; provided, however, that Authorized Users using authorized mobile or
handheld devices may also log into and access the Subscription Software remotely from any
location. No custom development work will be performed under this Addendum.
3.2. End User Licenses. Notwithstanding any provision to the contrary in the Agreement,
certain Subscription Software is governed by a separate license, EULA, or other agreement,
including terms governing third-party software, such as open source software, included in the
Subscription Software. Customer will comply, and ensure its Authorized Users comply, with such
additional license agreements.
3.3. Customer Restrictions. Customers and Authorized Users will comply with the applicable
Documentation and the copyright laws of the United States and all other relevant jurisdictions
(including the copyright laws where Customer uses the Subscription Software) in connection with
their use of the Subscription Software. Customer will not, and will not allow others including the
Authorized Users, to make the Subscription Software available for use by unauthorized third
parties, including via a commercial rental or sharing arrangement; reverse engineer, disassemble,
or reprogram software used to provide the Subscription Software or any portion thereof to a
human-readable form; modify, create derivative works of, or merge the Subscription Software or
software used to provide the Subscription Software with other software; copy, reproduce,
distribute, lend, or lease the Subscription Software or Documentation for or to any third party; take
any action that would cause the Subscription Software, software used to provide the Subscription
Software, or Documentation to be placed in the public domain; use the Subscription Software to
compete with Motorola; remove, alter, or obscure, any copyright or other notice; share user
credentials (including among Authorized Users); use the Subscription Software to store or
transmit malicious code; or attempt to gain unauthorized access to the Subscription Software or
its related systems or networks.
4. Term.
4.1. Subscription Terms. The duration of Customer’s subscription to the first Subscription
Software and any associated recurring Services ordered under this SSA (or the first Subscription
Software or recurring Service, if multiple are ordered at once) will commence upon delivery of
such Subscription Software (and recurring Services, if applicable) and will continue for a twelve
(12) month period or such longer period identified in an Ordering Document (the “Initial
Subscription Period”). Following the Initial Subscription Period, Motorola will provide notification
at least ninety (90) days prior to renewal for additional twelve (12) month periods (each, a
“Renewal Subscription Year”). Either Party may notify the other Party of its intent not to renew
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 279 of 372
Exhibit C
22
at least thirty (30) days before the conclusion of the then-current Subscription Term. Customer
will provide documentation to affirm renewal via an Amendment or Ordering Document of the
Subscription Software for the Renewal Subscription Year (the Initial Subscription Period and each
Renewal Subscription Year will each be referred to herein as a “Subscription Term”.) Motorola
may increase Fees prior to any Renewal Subscription Year, but only in the amount set forth in the
On-Prem SOW. Unless otherwise specified in the applicable Ordering Document, if Customer
orders any additional Subscription Software or recurring Services under this SSA during an in-
process Subscription Term, the subscription for each new Subscription Software or recurring
Service will (a) commence upon delivery of such Subscription Software or recurring Service, and
continue until the conclusion of Customer’s then-current Subscription Term (a “Partial
Subscription Year”), and (b) renew in accordance with the same terms stated herein for Renewal
Subscription Years thereafter, unless either Party notifies the other Party of its intent not to renew
at least thirty (30) days before the conclusion of the then-current Subscription Term. Thus, unless
otherwise specified in the applicable Ordering Document, the Subscription Terms for all
Subscription Software and recurring Services hereunder will be synchronized.
4.2. Term. [Intentionally Omitted]
4.3. Termination. [Intentionally Omitted]
4.4. Wind Down of Subscription Software. In addition to the termination rights in the MCA,
Motorola may terminate any Ordering Document and Subscription Term, in whole or in part, in
the event Motorola plans to cease offering the applicable Subscription Software or Service to
customers, but not during the Agreement term.
5. Payment.
5.1. Payment. Unless otherwise provided in an Ordering Document (and notwithstanding the
provisions of the MCA), Customer will prepay an annual subscription Fee set forth in an Ordering
Document for each Subscription Software and associated recurring Service, before the
commencement of each Subscription Term. For any Partial Subscription Year, the applicable
annual subscription Fee will be prorated based on the number of months in the Partial
Subscription Year. The annual subscription Fee for Subscription Software and associated
recurring Services may include certain one-time Fees, such as start-up fees, license fees, or other
fees set forth in an Ordering Document. After providing reasonable notice and an opportunity to
cure, Motorola will have the right to suspend the Subscription Software and any recurring Services
if Customer fails to make any payments when due.
5.2. Subscription True-Up. Motorola will have the right to conduct an audit of total named users
credentialed by Customer for any Subscription Software during a Subscription Term, and
Customer will cooperate with such audit. If Motorola determines that Customer’s usage of the
Subscription Software during the applicable Subscription Term exceeded the total number of
subscriptions purchased by Customer, Motorola may invoice Customer for the additional
subscriptions used by Customer, pro-rated for each additional subscription from the date such
subscription was activated, and Customer will pay such invoice in accordance with the payment
terms in the MCA. Such audits, if conducted, will occur prior to subscription renewal/extension.
6. [Intentionally Omitted]
7. Motorola as a Controller or Joint Controller. In all instances where Motorola acts as a
controller of data, it will comply with the applicable provisions of the Motorola Privacy Statement
at https://www.motorolasolutions.com/en_us/about/privacy-policy.html#privacystatement, as may
be updated from time to time. Motorola holds all Customer Contact Data as a controller and shall
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 280 of 372
Exhibit C
23
Process such Customer Contact Data in accordance with the Motorola Privacy Statement. In
instances where Motorola is acting as a joint controller with Customer, the Parties will enter into
a separate Addendum to the Agreement to allocate the respective roles as joint controllers. To
the extent there are conflicts between the Motorola Privacy Statement and terms in this
Addendum, the terms in the Addendum shall control.
8. Survival. The following provisions will survive the expiration or termination of this SSA for
any reason: Section 4 – Term; Section 5 – Payment; Section 6.1 – Additional Exclusions;
Section 8 – Survival.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 281 of 372
Exhibit C
24
Exhibit to Subscription Services Agreement
Command Central Investigate, powered by LexisNexis
Motorola Solutions, Inc. (“Motorola Solutions”) is the provider of the service known as
Command Central Investigate, powered by LexisNexis (“Motorola Solutions Services”).
Customer agrees to the Motorola Solutions Services pursuant to the following terms and
conditions which are incorporated into the Subscription Services Agreement Signed by
Customer.
1. RESTRICTED LICENSE. Motorola Solutions hereby grants to Customer a restricted
license to use the Motorola Solutions Services, subject to the restrictions and limitations set
forth below:
(i) Generally. Motorola Solutions hereby grants to Customer a restricted license to use the
Motorola Solutions Services solely for Customer’s own internal business purposes. Customer
represents and warrants that all of Customer’s use of the Motorola Solutions Services shall be
for only legitimate business purposes, including those specified by Customer in connection with
a specific information request, relating to its business and as otherwise governed by these
Master Terms. Customer shall not use the Motorola Solutions Services for marketing purposes
or resell or broker the Motorola Solutions Services to any third-party, and shall not use the
Motorola Solutions Services for personal (non-business) purposes. Customer shall not use the
Motorola Solutions Services to provide data processing services to third-parties or evaluate data
for third-parties or, without Motorola Solutions’ consent, to compare the Motorola Solutions
Services against a third party’s data processing services.
Customer agrees that, if Motorola Solutions determines or reasonably suspects that continued
provision of Motorola Solutions Services to Customer entails a potential security risk, or that
Customer is in violation of any provision of these Master Terms or law, Motorola Solutions
may provide immediate notification to the Customer and, following a reasonable time to cure,
take immediate action, including, without limitation, terminating the delivery of, and the license
to use, the Motorola Solutions Services. Customer shall not access the Motorola Solutions
Services from Internet Protocol addresses located outside of the United States and its
territories without Motorola Solutions’ prior written approval. Customer may not use the
Motorola Solutions Services to create a competing product. Customer shall comply with all
laws, regulations and rules which govern the use of the Motorola Solutions Services and
information provided therein. Motorola Solutions may at any time mask or cease to provide
Customer access to any Motorola Solutions Services or portions thereof which Motorola
Solutions may deem, in Motorola Solutions’ sole discretion, to be sensitive or restricted
information, following notice and a reasonable time to cure.
(ii) GLBA Data. Some of the information contained in the Motorola Solutions Services is
“nonpublic personal information,” as defined in the Gramm-Leach-Bliley Act, (15 U.S.C. § 6801,
et seq.) and related state laws (collectively, the “GLBA”), and is regulated by the GLBA (“GLBA
Data”). Customer shall not obtain and/or use GLBA Data through the Motorola Solution Services
in any manner that would violate the GLBA, or any similar state or local laws, regulations and
rules. Customer acknowledges and agrees that it may be required to certify its permissible use
of GLBA Data falling within an exception set forth in the GLBA at the time it requests information
in connection with certain Motorola Solutions Services and will recertify upon request by
Motorola Solutions. Customer certifies with respect to GLBA Data received through the Motorola
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 282 of 372
Exhibit C
25
Solutions Services that it complies with the Interagency Standards for Safeguarding Customer
Information issued pursuant to the GLBA.
(iii) DPPA Data. Some of the information contained in the Motorola Solutions Services is
“personal information,” as defined in the Drivers Privacy Protection Act, (18 U.S.C. § 2721 et
seq.) and related state laws (collectively, the “DPPA”), and is regulated by the DPPA (“DPPA
Data”). Customer shall not obtain and/or use DPPA Data through the Motorola Solutions
Services in any manner that would violate the DPPA. Customer acknowledges and agrees that
it may be required to certify its permissible use of DPPA Data at the time it requests information
in connection with certain Motorola Solutions Services and will recertify upon request by
Motorola Solutions.
(iv) Social Security and Driver’s License Numbers. Motorola may in its sole discretion permit
Customer to access full social security numbers (nine (9) digits) and driver’s license numbers
(collectively, “QA Data”). If Customer is authorized by Motorola Solutions to receive QA Data,
and Customer obtains QA Data through the Motorola Solutions Services, Customer certifies it
will not use the QA Data for any purpose other than as expressly authorized by Motorola
Solutions policies, the terms and conditions herein, and applicable laws and regulations. In
addition to the restrictions on distribution otherwise set forth in Paragraph 3 below, Customer
agrees that it will not permit QA Data obtained through the Motorola Solutions Services to be
used by an employee or contractor that is not an Authorized User with an Authorized Use.
Customer agrees it will certify, in writing, its uses for QA Data and recertify upon request by
Motorola Solutions. Customer may not, to the extent permitted by the terms of these Master
Terms, transfer QA Data via email or ftp without Motorola Solutions’ prior written consent.
However, Customer shall be permitted to transfer such information so long as: 1) a secured
method (for example, sftp) is used, 2) transfer is not to any third-party, and 3) such transfer is
limited to such use as permitted under these Master Terms. Motorola Solutions may at any time
and for any or no reason cease to provide or limit the provision of QA Data to Customer.
(v) Copyrighted and Trademarked Materials. Customer shall not remove or obscure any
trademarks, copyright notices or other notices contained on materials accessed through the
Motorola Solutions Services.
(vi) Additional Terms. To the extent that the Motorola Solutions Services accessed by
Customer include information or data described in the Risk Supplemental Terms contained at:
www.lexisnexis.com/terms/risksupp, Customer agrees to comply with the Risk Supplemental
Terms set forth therein. Additionally, certain other information contained within the Motorola
Solutions Services is subject to additional obligations and restrictions. These services include,
without limitation, news, business information, and federal legislative and regulatory materials.
To the extent that Customer receives such news, business information, and federal legislative
and regulatory materials through the Motorola Solutions Services, Customer agrees to comply
with the Terms and Conditions contained at: http://www.lexisnexis.com/terms/general.aspx (the
“L&P Terms”). The Risk Supplemental Terms and the L&P Terms are hereby incorporated into
these Master Terms by reference. In the event of a direct conflict between these Master Terms,
the Risk Supplemental Terms, and the L&P Terms, the order of precedence shall be as follows:
these Master Terms, the Risk Supplemental Terms and then the L&P Terms.
(vii) MVR Data. If Customer is permitted to access Motor Vehicle Records (“MVR Data”) from
Motorola Solutions, without in any way limiting Customer’s obligations to comply with all state
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 283 of 372
Exhibit C
26
and federal laws governing use of MVR Data, the following specific restrictions apply and are
subject to change:
(a) Customer shall not use any MVR Data provided by Motorola Solutions, or portions
of information contained therein, to create or update a file that Customer uses to
develop its own source of driving history information.
(b) As requested by Motorola Solutions, Customer shall complete any state forms that
Motorola Solutions is legally or contractually bound to obtain from Customer before
providing Customer with MVR Data.
(c) Motorola Solutions (and certain Third-Party vendors) may conduct reasonable and
periodic audits of Customer’s use of MVR Data. In response to any such audit,
Customer must be able to substantiate the reason for each MVR Data order.
(viii) HIPAA. Customer represents and warrants that Customer will not provide Motorola
Solutions with any Protected Health Information (as that term is defined in 45 C.F.R. Sec.
160.103) or with Electronic Health Records or Patient Health Records (as those terms are
defined in 42 U.S.C. Sec. 17921(5), and 42 U.S.C. Sec. 17921(11), respectively) or with
information from such records without the execution of a separate agreement between the
parties.
(ix) Economic Sanctions Laws. Customer acknowledges that Motorola Solutions is subject to
economic sanctions laws, including but not limited to those enforced by the U.S. Department of
the Treasury’s Office of Foreign Assets Control (“OFAC”), the European Union, and the United
Kingdom. Accordingly, Customer shall comply with all economic sanctions laws of the United
States, the European Union, and the United Kingdom. Customer shall not provide access to
Motorola Solutions Services to any individuals identified on OFAC’s list of Specially Designated
Nationals (“SDN List”), the UK’s HM Treasury’s Consolidated List of Sanctions Targets, or the
EU’s Consolidated List of Persons, Groups, and Entities Subject to EU Financial Sanctions.
Customer shall not take any action which would place Motorola Solutions in a position of non-
compliance with any such economic sanctions laws.
(x) Retention of Records. For uses of GLB Data, DPPA Data and MVR Data, as described in
Sections 2(ii), 2(iii) and 2(vii), Customer shall maintain for a period of five (5) years a complete
and accurate record (including consumer identity, purpose and, if applicable, consumer
authorization) pertaining to every access to such data.
(xi) Software. To the extent that Customer is using software provided by Motorola Solutions
(“Software”), whether hosted by Motorola Solutions or installed on Customer’s equipment, such
Software shall be deemed provided under a limited, revocable license, for the sole purpose of
using the Motorola Solutions Services. In addition, the following terms apply: Customer shall
not (a) use the Software to store or transmit infringing, libelous, or otherwise unlawful or tortuous
material, or to store or transmit material in violation of third-party privacy rights, (b) use the
Software to store or transmit spyware, adware, other malicious programs or code, programs
that infringe the rights of others, or programs that place undue burdens on the operation of the
Software, or (c) interfere with or disrupt the integrity or performance of the Software or data
contained therein. The use of the Software will be subject to any other restrictions (such as
number of users, features, or duration of use) agreed to by the parties or as set forth in a
Schedule A.
(xii) Non-FCRA Use Restrictions. The LN Services described in a Schedule A (as defined in
these Master Terms) as Non-FCRA are not provided by “consumer reporting agencies,” as that
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 284 of 372
Exhibit C
27
term is defined in the Fair Credit Reporting Act (15 U.S.C. § 1681, et seq.) (“FCRA”) and do not
constitute “consumer reports,” as that term is defined in the FCRA (the “Non-FCRA LN
Services”). Accordingly, the Non- FCRA LN Services may not be used in whole or in part as a
factor in determining eligibility for credit, insurance, employment or another purpose in
connection with which a consumer report may be used under the FCRA. Further, (A) Customer
certifies that it will not use any of the information it receives through the Non-FCRA LN Services
to determine, in whole or in part an individual’s eligibility for any of the following products,
services or transactions: (1) credit or insurance to be used primarily for personal, family or
household purposes; (2) employment purposes; (3) a license or other benefit granted by a
government agency; or (4) any other product, service or transaction in connection with which a
consumer report may be used under the FCRA or any similar state statute, including without
limitation apartment rental, check-cashing, or the opening of a deposit or transaction account;
(B) by way of clarification, without limiting the foregoing, Customer may use, except as otherwise
prohibited or limited by the Master Terms, information received through the Non-FCRA LN
Services for the following purposes: (1) to verify or authenticate an individual’s identity; (2) to
prevent or detect fraud or other unlawful activity; (3) to locate an individual; (4) to review the
status of a legal proceeding; (5) to determine whether to buy or sell consumer debt or a portfolio
of consumer debt in a commercial secondary market transaction, provided that such
determination does not constitute in whole or in part, a determination of an individual consumer’s
eligibility for credit or insurance to be used primarily for personal, family or household purposes;
(C) specifically, if Customer is using the Non-FCRA LN Services in connection with collection of
a consumer debt on its own behalf, or on behalf of a third party, Customer shall not use the
Non-FCRA LN Services: (1) to revoke consumer credit; (2) to accelerate, set or change
repayment terms; or (3) for the purpose of determining a consumer’s eligibility for any repayment
plan; provided, however, that Customer may, consistent with the certification and limitations set
forth in this Section, use the Non-FCRA LN Services for identifying, locating, or contacting a
consumer in connection with the collection of a consumer’s debt or for prioritizing collection
activities; and (D) Customer shall not use any of the information it receives through the Non-
FCRA LN Services to take any “adverse action,” as that term is defined in the FCRA.
(xiii) FCRA Services. If a Customer desires to use a product described in a Schedule A
(Customer price schedule) as an FCRA product, Customer will execute an FCRA Addendum to
the Master Terms. The FCRA product will be delivered by an affiliate of LNRSFL, LexisNexis
Risk Solutions Inc., in accordance with the terms and conditions of the Master Terms.
2. TERMS APPLICABLE TO PUBLIC SAFETY DATA EXCHANGE DATABASE
I. Public Safety Data Exchange Database
1. Motorola Solutions maintains the LexisNexis Public Safety Data Exchange Database
(“PSDEX”), which contains information related to public safety and state and local law
enforcement investigations. PSDEX is compiled from information submitted by PSDEX
customers and enhanced by Motorola Solutions data and technology.
2. In exchange for good and valuable consideration, including access to PSDEX, Customer
hereby agrees to contribute public safety information that may be used for analysis,
investigations and reporting (the “Customer Data Contribution”).
3. LN’s obligations.
a. Motorola Solutions agrees to provide PSDEX information to Customer.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 285 of 372
Exhibit C
28
b. Motorola Solutions agrees to provide Customer with instructions for submitting
information to the PSDEX database and for using the PSDEX service.
4. Customer obligations.
a. Customer agrees to submit to Motorola Solutions, with reasonable promptness
and consistency, Customer Data Contributions.
b. Customer acknowledges and agrees that it is solely responsible for the content
of the Customer Data Contributions submitted to Motorola Solutions and that it
shall use reasonable care to ensure the information submitted is a reasonable
reflection of the actual report. Each submission to Motorola Solutions with
respect to an incident or subject constitutes a Customer Data Contribution.
c. Customer’s disclosure of information to Motorola Solutions is and will be in
compliance with all applicable laws, regulations and rulings.
d. Customer agrees to notify Motorola Solutions promptly of any change in status,
factual background, circumstances or errors concerning any Customer Data
Contribution previously provided to Motorola Solutions. Customer further agrees
to submit corrected information in a timely manner. Customer agrees that it will
fully and promptly cooperate with Motorola Solutions should any inquiry about
the Customer Data Contributions arise.
e. The following named individual/department shall serve as the contact person(s)
for submissions made to Motorola Solutions. The contact person shall respond
to requests from Motorola Solutions for clarification or updates on incident
reports submitted by Customer during normal business hours, and Customer will
not reasonably withhold from Motorola Solutions information on any such
submission. Motorola Solutions shall not reveal the identity of the Customer’s
contact person(s) to any other PSDEX customer without Customer’s consent.
Name: Christie Calderwood
Title: Police Chief
Address: 2560 Orion Way, Carlsbad, CA 92010
Phone: 442.339.2216
Fax: 760.931.8473
Email: Christie.Calderwood@carlsbadca.gov
f. Customer agrees that it will access information contributed to PSDEX by other
customers only through Motorola Solutions.
g. Customer agrees that Motorola Solutions and all other PSDEX customers shall
not be liable to Customer, and Customer hereby releases Motorola Solutions and
all other PSDEX customers from liability to Customer, for any claims, damages,
liabilities, losses and injuries arising out of, or caused in whole or in part by
Motorola Solutions or each such other PSDEX customer’s negligence, gross
negligence, willful misconduct and other acts and omissions in reporting or
updating incidents of alleged wrongdoing for inclusion in PSDEX. Other PSDEX
customers are intended to be third party beneficiaries of this paragraph.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 286 of 372
Exhibit C
29
II. Public Safety Exchange Database General Terms
1. LICENSE GRANT. Customer, at no charge, hereby grants to Motorola Solutions a
paid up, irrevocable, worldwide, non-exclusive license to use, adapt, compile,
aggregate, create derivative works, transfer, transmit, publish and distribute to PSDEX
customers the Customer Data Contributions for use in PSDEX and all successor
databases and/or information services provided by Motorola Solutions or LexisNexis.
2. GOOGLE GEOCODER. Motorola Solutions used Google Geocoder to geocode
address locations that do not already contain “X” and “Y” coordinates. Any “X” and “Y”
coordinate information provided by the Customer is assumed by Motorola Solutions to
be accurate and will not be geocoded by Google Geocoder. Crime dot locations
geocoded by Google Geocoder as displayed in PSDEX are approximate due to
automated location methods and address inconsistencies.
3. DATA DISCLAIMER. Motorola Solutions is not responsible for the loss of any data
or the accuracy of the data, or for any errors or omissions in the Motorola Solutions
Services or the use of the Motorola Solutions Services or data therein by any third party,
including the public or any law enforcement or governmental agencies.
4. LINKS TO THIRD PARTY SITES. PSDEX may contain links or produce search
results that reference links to third party websites ("Linked Sites"). Motorola Solutions
has no control over these Linked Sites or the content within them. Motorola Solutions
cannot and does not guarantee, represent, or warrant that the content contained in the
Linked Sites, including, without limitation other links, is accurate, legal, and/or
inoffensive. Motorola Solutions does not endorse the content of any Linked Site, nor
does it warrant that a Linked Site will not contain computer viruses or other harmful code.
By using PSDEX to search for or link to Linked Sites, Customer agrees and understands
that such use is entirely at its own risk, and that Customer may not make any claim
against Motorola Solutions for any damages or losses whatsoever resulting from such
use.
5. OWNERSHIP OF SUBMITTED CONTENT. All information provided by a PSDEX
customer is offered and owned by that customer. Unless otherwise indicated by such
customer, all data will be retained by Motorola Solutions and remain accessible by other
PSDEX customers in accordance with the provisions of this Addendum and a de-
identified subset of the data will remain available to the general public through the
CrimeReports.com service or its successor database.
3. SECURITY.
3.1 Security of Information. Customer acknowledges that the information available
through the Motorola Solutions Services may include personally identifiable information and it
is Customer’s obligation to keep all such accessed information confidential and secure.
Customer must name a System Administrator who will be responsible for maintaining the
following records: 1) User IDs including a complete list of each user name associated with
each User ID, ensuring that each User ID is assigned to only one individual. User IDs and
passwords may not be shared, and “generic” User IDs and passwords are not permitted. 2)
Documentation of monthly verification to ensure that each active User ID corresponds to a
Customer’s current employee, and confirming that employee is an authorized user. User IDs
will conform to the standards at https://www.fbi.gov/services/cjis/cjis-security-policy-resource-
center. Accordingly, Customer shall (a) restrict access to Motorola Solutions Services to those
employees who have a need to know as part of their official duties; (b) ensure that none of its
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 287 of 372
Exhibit C
30
employees shall (i) obtain and/or use any information from the Motorola Solutions Services for
personal reasons, or (ii) transfer any information received through the Motorola Solutions
Services to any party except as permitted hereunder; (c) keep all user identification numbers,
and related passwords, or other security measures (collectively, “User IDs”) confidential and
prohibit the sharing of User IDs; (d) immediately deactivate the User ID of any employee who
no longer has a need to know, or for terminated employees on or prior to the date of
termination; (e) in addition to any obligations under Paragraph 1, take all commercially
reasonable measures to prevent unauthorized access to, or use of, the Motorola Solutions
Services or data received therefrom, whether the same is in electronic form or hard copy, by
any person or entity; (f) maintain and enforce data destruction procedures to protect the
security and confidentiality of all information obtained through Motorola Solutions Services as
it is being disposed; (g) purge all information received through the Motorola Solutions Services
within ninety (90) days of initial receipt; provided that Customer may extend such period if and
solely to the extent such information is retained thereafter in archival form to provide
documentary support required for Customer’s legal or regulatory compliance efforts; (h) be
capable of receiving the Motorola Solutions Services where the same are provided utilizing
“secure socket layer,” or such other means of secure transmission as is deemed reasonable
by Motorola Solutions; (i) not access and/or use the Motorola Solutions Services via
mechanical, programmatic, robotic, scripted or other automated search means, other than
through batch or machine-to-machine applications approved by Motorola Solutions; (j) take all
steps to protect their networks and computer environments, or those used to access the
Motorola Solutions Services, from compromise; (k) on at least a quarterly basis, review
searches performed by its User IDs to ensure that such searches were performed for a
legitimate business purpose and in compliance with all terms and conditions herein; and (l)
maintain policies and procedures to prevent unauthorized use of User IDs and the Motorola
Solutions Services. Customer will immediately notify Motorola Solutions, by written notification
to Motorola Solutions, if Customer suspects, has reason to believe or confirms that a User ID
or the Motorola Solutions Services (or data derived directly or indirectly therefrom) is or has
been lost, stolen, compromised, misused or used, accessed or acquired in an unauthorized
manner or by any unauthorized person, or for any purpose contrary to the terms and
conditions herein.
3.2 Security Events. To the extent permitted under applicable law, Customer shall
remain solely liable for all costs associated therewith and shall further reimburse Motorola
Solutions for any expenses it incurs due to Customer’s failure to prevent such impermissible
use or access of User IDs and/or the Motorola Solutions Services, or any actions required as
a result thereof. Furthermore, in the event that the Motorola Solutions Services provided to the
Customer include personally identifiable information (including, but not limited to, social
security numbers, driver’s license numbers or dates of birth), the following shall apply:
Customer acknowledges that, upon unauthorized acquisition or access of or to such
personally identifiable information, including but not limited to that which is due to use by an
unauthorized person or due to unauthorized use (a "Security Event"), Customer shall, in
compliance with law, notify the individuals whose information was potentially accessed or
acquired that a Security Event has occurred, and shall also notify any other parties (including
but not limited to regulatory entities and credit reporting agencies) as may be required in
Motorola Solutions’ reasonable discretion. Customer agrees that such notification shall not
reference Motorola Solutions or the product through which the data was provided, nor shall
Motorola Solutions be otherwise identified or referenced in connection with the Security Event,
without Motorola Solutions’ express written consent. Customer shall be solely responsible for
any other legal or regulatory obligations which may arise under applicable law in connection
with such a Security Event and shall bear all costs associated with complying with legal and
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 288 of 372
Exhibit C
31
regulatory obligations in connection therewith. To the extent permitted under applicable law,
Customer shall remain solely liable for claims that may arise from a Security Event, including,
but not limited to, costs for litigation (including attorneys’ fees), and reimbursement sought by
individuals, including but not limited to, costs for credit monitoring or allegations of loss in
connection with the Security Event. Customer shall provide samples of all proposed materials
to notify consumers and any third-parties, including regulatory entities, to Motorola Solutions
for review and approval prior to distribution. Notwithstanding the aforementioned, this section
shall not be construed to limit Customer’s duty to comply with the California Public Records
Act (California Government Code § 6250 et seq.), California Civil Discovery Act (California
Code of Civil Procedure § 2016.010 et seq.), or other applicable law In the event of a Security
Event, Motorola Solutions may, in its sole discretion, take immediate action, including
suspension or termination of Customer’s account, without further obligation or liability of any
kind.
4. PERFORMANCE. Motorola Solutions will use commercially reasonable efforts to
deliver the Motorola Solutions Services requested by Customer and to compile
information gathered from selected public records and other sources used in the
provision of the Motorola Solutions Services; provided, however, that the Customer
accepts all information “AS IS”. Customer acknowledges and agrees that Motorola
Solutions obtains its data from third party sources, which may or may not be completely
thorough and accurate, and that Customer shall not rely on Motorola Solutions for the
accuracy or completeness of information supplied through the Motorola Solutions
Services. Without limiting the foregoing, the criminal record data that may be provided
as part of the Motorola Solutions Services may include records that have been
expunged, sealed, or otherwise have become inaccessible to the public since the date
on which the data was last updated or collected. Customer understands that Customer
may be restricted from accessing certain Motorola Solutions Services which may be
otherwise available. Motorola Solutions reserves the right to add materials and features
to, and to discontinue offering any of the materials and features that are currently a part
of, the Motorola Solutions Services. In the event that Motorola Solutions discontinues a
material portion of the materials and features that Customer regularly uses in the
ordinary course of its business, and such materials and features are part of a flat fee
subscription plan to which Customer has subscribed, Motorola Solutions will, at
Customer’s option, issue a prorated credit to Customer’s account.
5. INTELLECTUAL PROPERTY; CONFIDENTIALITY. Customer agrees that
Customer shall not reproduce, retransmit, republish, or otherwise transfer for any
commercial purposes the Motorola Solutions Services. Customer acknowledges that
Motorola Solutions (and/or its third party data providers) shall retain all right, title, and
interest under applicable contractual, copyright, patent, trademark, Trade Secret and
related laws in and to the Motorola Solutions Services and the information that they
provide. Customer shall use such materials in a manner consistent with Motorola
Solutions’ interests and the terms and conditions herein, and shall promptly notify
Motorola Solutions of any threatened or actual infringement of Motorola Solutions' rights.
Customer and Motorola Solutions acknowledge that they each may have access to
confidential information of the disclosing party (“Disclosing Party”) relating to the
Disclosing Party’s business including, without limitation, technical, financial, strategies
and related information, computer programs, algorithms, know-how, processes, ideas,
inventions (whether patentable or not), schematics, Trade Secrets (as defined below)
and other information (whether written or oral), and in the case of Motorola Solutions’
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 289 of 372
Exhibit C
32
information, product information, pricing information, product development plans,
forecasts, the Motorola Solutions Services, and other business information (“Confidential
Information”). Confidential Information shall not include information that: (i) is or
becomes (through no improper action or inaction by the Receiving Party (as defined
below)) generally known to the public; (ii) was in the Receiving Party’s possession or
known by it prior to receipt from the Disclosing Party; (iii) was lawfully disclosed to
Receiving Party by a third-party and received in good faith and without any duty of
confidentiality by the Receiving Party or the third-party; or (iv) was independently
developed without use of any Confidential Information of the Disclosing Party by
employees of the Receiving Party who have had no access to such Confidential
Information. “Trade Secret” shall be deemed to include any information which gives the
Disclosing Party an advantage over competitors who do not have access to such
information as well as all information that fits the definition of “trade secret” set forth
under applicable law. Each receiving party (“Receiving Party”) agrees not to divulge any
Confidential Information or information derived therefrom to any third-party and shall
protect the confidentiality of the Confidential Information with the same degree of care it
uses to protect the confidentiality of its own confidential information and trade secrets,
but in no event less than a reasonable degree of care. Notwithstanding the foregoing,
the Receiving Party may disclose Confidential Information solely to the extent required
by subpoena, court order or other governmental authority, provided that the Receiving
Party shall give the Disclosing Party prompt written notice of such subpoena, court order
or other governmental authority so as to allow the Disclosing Party to have an
opportunity to obtain a protective order to prohibit or restrict such disclosure at its sole
cost and expense. Confidential Information disclosed pursuant to subpoena, court order
or other governmental authority shall otherwise remain subject to the terms applicable
to Confidential Information. Each party’s obligations with respect to Confidential
Information shall continue for the term of these Master Terms and for a period of five (5)
years thereafter, provided however, that with respect to Trade Secrets, each party’s
obligations shall continue for so long as such Confidential Information continues to
constitute a Trade Secret. Notwithstanding the foregoing, if Customer is bound by the
Freedom of Information Act, 5 U.S.C. 552, or other federal, state, or municipal open
records laws or regulations which may require disclosure of information, and disclosure
thereunder is requested, Customer agrees that it shall notify Motorola Solutions in writing
and provide Motorola Solutions an opportunity to object, if so permitted thereunder, prior
to any disclosure.
6. DISCLAIMER OF WARRANTIES. MOTOROLA SOLUTIONS (SOLELY
FOR PURPOSES OF INDEMNIFICATION, DISCLAIMER OF WARRANTIES, AND
LIMITATION ON LIABILITY, MOTOROLA SOLUTIONS, ITS SUBSIDIARIES AND
AFFILIATES, AND ITS DATA PROVIDERS ARE COLLECTIVELY REFERRED TO
(“MOTOROLA SOLUTIONS”) DOES NOT MAKE AND HEREBY DISCLAIMS ANY
WARRANTY, EXPRESS OR IMPLIED, WITH RESPECT TO THE MOTOROLA
SOLUTIONS SERVICES. MOTOROLA SOLUTIONS DOES NOT WARRANT THE
CORRECTNESS, COMPLETENESS, MERCHANTABILITY, OR FITNESS FOR A
PARTICULAR PURPOSE OF THE MOTOROLA SOLUTIONS SERVICES OR
INFORMATION PROVIDED THEREIN. Due to the nature of public record information,
the public records and commercially available data sources used in the Motorola
Solutions Services may contain errors. Source data is sometimes reported or entered
inaccurately, processed poorly or incorrectly, and is generally not free from defect. The
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 290 of 372
Exhibit C
33
Motorola Solutions Services are not the source of data, nor are they a comprehensive
compilation of the data. Before relying on any data, it should be independently verified.
7. [Intentionally Omitted]
8. AUDIT. Customer understands and agrees that, in order to ensure compliance with the
FCRA, GLBA, DPPA, other similar state or federal laws, regulations or rules, regulatory
agency requirements of these Master Terms, Motorola Solutions’ obligations under its
contracts with its data providers, and Motorola Solutions’ internal policies, Motorola
Solutions may conduct periodic reviews and/or audits of Customer’s use of the Motorola
Solutions Services. Customer agrees to cooperate fully with any and all audits and to
respond to any such audit inquiry within ten (10) business days, unless an expedited
response is required. Violations discovered in any review and/or audit by Motorola
Solutions will be subject to immediate action including, but not limited to, suspension or
termination of the license to use the Motorola Solutions Services, reactivation fees, legal
action, and/or referral to federal or state regulatory agencies.
9. EMPLOYEE TRAINING. Customer shall train new employees prior to allowing
access to Motorola Solutions Services on Customer’s obligations under these Master
Terms, including, but not limited to, the licensing requirements and restrictions under
Paragraph 1, the security requirements of Paragraph 3. Customer shall conduct a similar
review of its obligations under these Master Terms with existing employees who have
access to Motorola Solutions Services no less than annually. Customer shall keep
records of such training.
10. CUSTOMER INFORMATION. Customer certifies that Customer has not been the
subject of any proceeding regarding any trust-related matter including, but not limited to,
fraud, counterfeiting, identity theft and the like, and that Customer has not been the
subject of any civil, criminal or regulatory matter that would create an enhanced security
risk to Motorola Solutions, the Motorola Solutions Services or the data, including but not
limited to, any matter involving potential violations of the GLBA, the DPPA, the FCRA,
the Fair Debt Collection Practices Act (“FDCPA”) (15 U.S.C. § 1692-1692p) or any other
similar legal or regulatory guidelines. If any such matter has occurred, Customer shall
attach a signed statement, along with all relevant supporting documentation, providing
all details of this matter prior to execution of this Agreement. Customer shall notify
Motorola Solutions immediately of any changes to the information on Customer's
Application for the Motorola Solutions Services, and, if at any time Customer no longer
meets Motorola Solutions’ criteria for providing service, Motorola Solutions may
terminate this agreement. Customer is required to promptly notify Motorola Solutions of
a change in ownership of Customer, any change in the name of Customer, and/or any
change in the physical address of Customer.
11. CHANGE IN AGREEMENT. By receipt of the Motorola Solutions Services, Customer
agrees to, and shall comply with, changes to the restricted license granted to Customer
hereunder and as Motorola Solutions shall make from time to time by notice to Customer.
Notices to Customer will be provided via written communication. All e-mail notifications
shall be sent to the individual named in the Customer Administrator Contact Information
section of the Application, unless stated otherwise. Motorola Solutions may, at any time,
impose restrictions and/or prohibitions on the Customer’s use of some or all of the
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 291 of 372
Exhibit C
34
Motorola Solutions Services, following reasonable notice to Customer. Customer
understands that such restrictions or changes in access may be the result of a
modification in Motorola Solutions policy, a modification of third-party agreements, a
modification in industry standards, a Security Event or a change in law or regulation, or
the interpretation thereof. Upon written notification by Motorola Solutions of such
restrictions, Customer agrees to comply with such restrictions.
AUTHORIZATION AND ACCEPTANCE OF TERMS
I HEREBY CERTIFY that I am executing this Exhibit C, to the Subscription Services
Agreement as the authorized representative of Customer and that I have direct knowledge of
and affirm all facts and representations made above.
CUSTOMER:
Signature
Print Name
Title
Dated
( mm/dd/yy )
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 292 of 372
Exhibit C
35
LexisNexis Risk Solutions Government Application
The information submitted on this Application will be used to determine the applicant’s
eligibility for accessing the services and products of LexisNexis Risk Solutions FL Inc. and its
affiliates (hereinafter “LN”). To avoid delay, please provide all information requested. By
submitting this Application, the applicant hereby authorizes LN to independently verify the
information submitted and perform research about the individuals identified. Acceptance of
this Application does not automatically create a business relationship between LN and the
applicant. LN reserves the right to reject this Application with or without cause and to request
additional information. Applicant acknowledges and understands that LN will only allow
applicant access to the LN Services if applicant’s credentials can be verified in accordance with
LN’s internal credentialing procedures.
Section I – Agency Information – please do not use abbreviations
Full legal name of agency: Main phone number for address*:
City of Carlsbad
442.339.2100
*If this is a cell, additional documents may be
required
If this application is for an additional account, Parent
account number:
Fax number:
Physical Address where LN services will be
accessed –
P.O. Box/Mail Drops cannot be accepted (street,
city, state, zip):
Previous address if at the current address less than 6
months:
2560 Orion Way
Carlsbad, CA 92010
Website address: External Agency IP Address (https://www.whatismyIP.com):
www.carlsbadca.gov 69.75.46.170
External Agency IP Range – From: External Agency IP Range – To:
69.75.46.170 69.75.46.170
Agency information:
☐ Federal Government ☐ Federal Law Enforcement ☐ Local/Municipal Government
☐ State Government ☐ State Law Enforcement ☐ Local/Municipal Law Enforcement
☐ Other (please explain):
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 293 of 372
Exhibit C
36
Section II – Administrator and Main Contact Information
(for additional administrators, please provide additional
sheets)
Product Administrator or Main Contact (first & last
name):
Title:
Kevin Peebler Public Safety IT Manager
E-Mail Address:Admin IP Address:
Kevin.Peebler@carlsbadca.gov 64.75.46.170
Required for local and municipal agencies:
Administrator Home Address (street, city, state, zip): Administrator Date of Birth:
2560 Orion Way, Carlsbad, CA 92010
Section III – Billing Information
Billing Contact (first & last name): check here if same
as
Administrator ☐
Title:
Billing Address (street, city, state, zip): Telephone:
E-Mail Address:Sales Tax Exempt:
☐No ☐ Yes – please provide proof of exemption
Do you require a PO number on invoice:
☐No ☐ Yes If Yes, provide PO Number:
Section IV – Business-to-Business Vendor Reference
Required for local and municipal agencies:
Company Name: Contact:
Vigilant Solutions Daniel Ramsden
Business Address (street, city, state, zip): Contact Phone Number:
1152 Stealth St. Livermore, CA 94551 925.398.2079
E-mail Address:Account Number (if applicable):
Daniel.Ramsden@vigilantsolutions.com
Section V – Site Visits
Site visits may be required to assure Applicant eligibility for LN products or services. By submitting this
Application, Applicant agrees to authorize a site visit by LN or its approved third-party, and agrees to
cooperate in its completion. If the contact for coordinating the site visit is not identified above as the
Administrator, please provide the site visit contact’s information below:
Contact Name: Contact Phone:
Kevin Peebler 442.339.5757
Contact Email Address:
Kevin.Peebler@carlsbadca.gov
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 294 of 372
Exhibit C
37
Signature
I HEREBY CERTIFY that I am authorized to execute this Application on behalf of the Agency listed above
and that I have direct knowledge of the facts stated above.
Applicant Signature: Date Signed:
Applicant Name: Title:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 295 of 372
Exhibit C
38
NON-FCRA PERMISSIBLE USE CERTIFICATION – GOVERNMENT
Customer (Agency)
Name: City of Carlsbad Police Department
DBA:
Address: 2560 Orion Way
City, State, Zip: Carlsbad, CA 92010
Name of Contract: Christie Calderwood Phone: 442.339.2100
REQUIRED Please describe your purpose of use:
Law enforcement purposes including identifying suspects
Definitions. Gramm-Leach-Bliley Act, (15 U.S.C. § 6801, et seq.) and related state laws
(collectively, the “GLBA”).
Drivers Privacy Protection Act, (18 U.S.C. § 2721 et seq.) and related state laws
(collectively, the “DPPA”)
Law Enforcement Agencies Only: Review and, if appropriate, certify to the following:
Customer represents and warrants that it will use the LN Services solely for law enforcement
purposes, which comply with applicable privacy laws including, but not limited to the GLBA
and the DPPA. To certify, check here: ☐ Proceed to SECTION 3. QUALIFIED ACCESS
SECTION 1. GLBA EXCEPTION/PERMISSIBLE PURPOSE - NOT
APPLICABLE TO LAW ENFORCEMENT
Some LN Services use and/or display nonpublic personal information that is governed by the
privacy provisions of the GLBA. Customer certifies it has the permissible purposes under the
GLBA to use and/or obtain such information, as marked below, and Customer further certifies
it will use such information obtained from LN Services only for such purpose(s) selected
below or, if applicable, for the purpose(s) indicated by Customer electronically while using the
LN Services, which purpose(s) will apply to searches performed during such electronic
session:
☐ No applicable GLBA exception/permissible use. Proceed to SECTION 2. DPPA
PERMISSIBLE USES
(At least one (1) must be checked to be permitted access to GLBA data)
☐ As necessary to effect, administer, or enforce a transaction requested or authorized by the
consumer.
☐ As necessary to effect, administer, or enforce a transaction requested or authorized by the
consumer by verifying the identification information contained in applications.
☐ To protect against or prevent actual or potential fraud, unauthorized transactions, claims or other
liability.
☐ In required institutional risk control programs.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 296 of 372
Exhibit C
39
☐ In resolving consumer disputes or inquiries.
☐ Use by persons, or their representatives, holding a legal or beneficial interest relating to the
consumer.
☐ Use by persons acting in a fiduciary or representative capacity on behalf of the consumer.
☐ In complying with federal, state, or local laws, rules, and other applicable legal requirements.
☐ To the extent specifically permitted or required under other provisions of law and in accordance
with the Right to Financial Privacy Act of 1978, to law enforcement agencies (including a Federal
functional regulator, the Secretary of Treasury, a State insurance authority, or the Federal Trade
Commission), self-regulatory organizations, or for an investigation on a matter related to public
safety.
SECTION 2. DPPA PERMISSIBLE USES - NOT APPLICABLE TO LAW
ENFORCEMENT
Some LN Services use and/or display personal information, the use of which is governed by
the DPPA. Customer certifies it has a permissible use under the DPPA to use and/or obtain
such information and Customer further certifies it will use such information obtained from LN
Services only for one (1) or more of the purposes selected below or for the purpose(s) indicated
by Customer electronically while using the LN Services, which purpose(s) will apply to
searches performed during such electronic session:
☐ No permissible use. Proceed to SECTION 3. QUALIFIED ACCESS
(At least one (1) must be checked to be permitted access to DPPA data)
☐ For use in connection with any civil, criminal, administrative, or arbitral proceeding in any
federal, state, or local court or agency or before any self-regulatory body, including the service of
process, investigation in anticipation of litigation, and the execution or enforcement of judgments
and orders, or pursuant to an order of a federal, state, or local court.
☐ For use in the normal course of business by a legitimate business or its agents, employees, or
contractors, but only—
(A) to verify the accuracy of personal information submitted by the individual to the business
or its agents, employees, or contractors; and
(B) if such information as so submitted is not correct or is no longer correct, to obtain the
correct information, but only for the purposes of preventing fraud by, pursuing legal remedies
against, or recovering on a debt or security interest against, the individual.
☐ Use by a government agency, but only in carrying out its functions.
☐ Use by any person acting on behalf of a government agency, but only in carrying out the agency’s
functions.
☐ Use by an insurer (or its agent) in connection with claims investigation activities or antifraud
activities.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 297 of 372
Exhibit C
40
☐ In connection with motor vehicle safety or theft, or driver safety (except by or for a motor vehicle
manufacturer).
☐
Use by an employer or its agents or insurer to obtain or verify information relating to a holder of a
commercial driver’s license that is required under Chapter 313 of Title 49 of the United States
Code.
☐ For use in providing notice to the owners of towed or impounded vehicles.
☐ For use in connection with the operation of private toll transportation facilities.
With regard to the information that is subject to the DPPA, some state laws’ permissible uses
may vary from the permissible uses identified above. In such cases, some state information
may not be available under each permissible use listed above and/or Customer may be asked to
certify to a permissible use permitted by applicable state law to obtain information from a
specific state.
Customer agrees and certifies it will use the information described above only in accordance
with the permissible uses selected above or those selected subsequently in connection with a
specific information request.
SECTION 3. QUALIFIED ACCESS
Certain users (“Authorized Users”) may be able to obtain full social security numbers (nine (9)
digits) and driver’s license numbers (collectively, “QA Data”), when appropriate, through
some LN Services. Only those users that are within the Authorized User List below, and that
use QA Data for an Authorized Use identified below, may qualify. To potentially qualify as an
Authorized User, Customer must certify that its business is within the Authorized User List
below and its use of QA Data is within the Authorized Use List below.
☐ Customer is NOT requesting access to QA Data. Proceed to SECTION 4. DEATH
MASTER FILE
☐ Customer is requesting access to QA Data. Complete the sections below.
What department will be using QA Data?
Police Department
SOCIAL SECURITY NUMBERS
☐ Not an authorized user. Proceed to DRIVER’S LICENSE NUMBERS
AUTHORIZED USER (At least one (1) must be checked to receive Social Security Numbers)
☐ Federal, state or local government agency with law enforcement responsibilities.
☐ Special investigative unit, subrogation department and claims department of a private or public
insurance company for the purposes of detecting, investigating or preventing fraud.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 298 of 372
Exhibit C
41
☐ Financial institution for the purposes of (a) detecting, investigating or preventing fraud, (b)
compliance with federal or state laws or regulations, (c) collecting debt on their own behalf, and (d)
such other uses as shall be appropriate and lawful.
☐ Collection department of a creditor.
☐ Collection company acting on behalf of a creditor or on its own behalf.
☐ Other public or private entity for the purpose of detecting, investigating or preventing fraud.
Describe your business:
1. AUTHORIZED USE (At least one (1) must be checked to receive Social Security Numbers)
☐ Location of suspects or criminals.
☐ Location of non-custodial parents allegedly owing child support and ex-spouses allegedly owing
spousal support.
☐ Location of individuals alleged to have failed to pay taxes or other lawful debts.
☐ Identity verification.
☐ Other uses similar to those described above. Describe your use:
By selecting above, the Customer certifies that it is an Authorized User, and that it will use
Social Security Numbers only for the purpose(s) it designated on the Authorized Use List and
for no other purpose(s).
DRIVER’S LICENSE NUMBERS
☐ Not an authorized user. Proceed to SECTION 4. DEATH MASTER FILE
1. AUTHORIZED USER (At least one (1) must be checked to receive Driver’s License
Numbers)
☐ Federal, state or local government agency with law enforcement responsibilities.
☐ Special investigative unit, subrogation department and claims department of a private or public
insurance company for the purposes of detecting, investigating or preventing fraud.
☐ Financial institution for the purposes of (a) detecting, investigating or preventing fraud, (b)
compliance with federal or state laws or regulations, (c) collecting debt on their own behalf, and
(d) such other uses as shall be appropriate and lawful.
☐ Collection department of a creditor.
☐ Collection company acting on behalf of a creditor or on its own behalf.
☐ Other public or private entity for the purpose of detecting, investigating or preventing fraud.
Describe your business:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 299 of 372
Exhibit C
42
2. AUTHORIZED USE (At least one (1) must be checked to receive Driver’s License
Numbers)
☐ Location of suspects or criminals.
☐ Location of non-custodial parents allegedly owing child support and ex-spouses allegedly owing
spousal support.
☐ Location of individuals alleged to have failed to pay taxes or other lawful debts.
☐ Identity verification.
☐ Other uses similar to those described above. Describe your use:
By selecting above, the Customer certifies that it is an Authorized User, and that it will use
Driver’s License Numbers only for the purpose(s) it designated on the Authorized Use List and
for no other purpose(s).
SECTION 4. DEATH MASTER FILE
For access to Limited Access DMF Data only.
☐ No permissible purpose. Proceed to AUTHORIZATION AND ACCEPTANCE OF TERMS
I. Definitions. For purposes of this Certification, these terms are defined as follows:
a. DMF Agreement: The Limited Access Death Master File Non-federal Licensee
Agreement for Use and Resale executed by LexisNexis Risk Data Retrieval Services
LLC, on behalf of itself, its affiliates and subsidiaries, and its and their successors,
with the federal government (NTIS, as below defined). The DMF Agreement form
is found at www.lexisnexis.com/risk/DMFDocuments.
b. Certification Form: The Limited Access Death Master File Subscriber Certification
Form executed by LexisNexis Risk Data Retrieval Services LLC, on behalf of itself,
its affiliates and subsidiaries, and its and their successors, with the federal
government (NTIS, as below defined). The Certification Form is found at
www.lexisnexis.com/risk/DMFDocuments.
c. DMF: The federal Death Master File.
d. NTIS: National Technical Information Service, U.S. Department of Commerce
e. Open Access DMF: The DMF product made available through LN, which obtains the
data from NTIS, and which does not include DMF with respect to any deceased
individual at any time during the three-calendar-year period beginning on the date of
the individual’s death. Open Access DMF data should not be accessed pursuant to
this Certification but should be accessed pursuant to a customer contract for such
DMF data that is not Limited Access DMF.
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 300 of 372
Exhibit C
43
f. Limited Access DMF: Limited Access DMF includes DMF data with respect to any
deceased individual at any time during the three-calendar-year period beginning on
the date of the individual’s death. Limited Access DMF is made available through
LN as a Certified Person, by NTIS. This Certification governs Customer’s access to
Limited Access DMF from LN (or the applicable LN affiliate), whether full or partial
Limited Access DMF records or indicators of deceased status, and via any format,
including online, XML feed, or in-house file processing through LN.
II. Certification.
Customer’s access to the Limited Access DMF requires certification of purpose, as
required by 15 CFR Part 1110 and section 1001 of Title 18, United States Code. Customer
hereby certifies that it has the indicated permissible purpose(s) under part (a) of this
Section II (“Certification”) and that it meets the requirements of part (b) of this Section II:
(a) Such Customer has a legitimate fraud prevention interest, or has a legitimate business
purpose pursuant to a law, governmental rule, regulation, or fiduciary duty, will use the
Limited Access DMF only for such purpose(s), and specifies the basis for so certifying
as (choose any applicable purposes that apply to Customer’s use):
☐ Legitimate Fraud Prevention Interest: Customer has a legitimate fraud
prevention interest to detect and prevent fraud and/or to confirm identities across its
commercial business and/or government activities.
☐ Legitimate Business Purpose Pursuant to a Law, Governmental Rule, Regulation, or
Fiduciary
Duty: Customer has one or more of the purposes permitted under 42 USC 1306c including fraud
prevention and ID verification purposes. Customer’s specific purpose(s) for
obtaining Limited Access DMF data under this Certification is:
☐ Fraud Prevention and identity verification purposes
☐ For uses permitted or required by law
☐ For uses permitted or required by governmental rules
☐ For uses permitted or required by regulation
☐ For uses necessary to fulfill or avoid violating fiduciary
duties and
(b) Customer has systems, facilities, and procedures in place to safeguard Limited Access
DMF, and experience in maintaining the confidentiality, security, and appropriate use of
such information, pursuant to requirements similar to the requirements of section
6103(p)(4) of the Internal Revenue Code of 1986, and
(c) Customer agrees to satisfy the requirements of such section 6103(p)(4) as if such section
applied to Customer.
III. Flow-down Agreement Terms and Conditions
The Parties agree that the following terms and conditions are applicable to Customer and
ordering, access to, and use of Limited Access DMF:
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 301 of 372
Exhibit C
44
1. Compliance with Terms of Agreement and CFR. Customer of Limited Access
DMF must comply with the terms of the DMF Agreement and the requirements of 15
CFR Part 1110, as though set forth as a Subscriber therein, and Customers may not
further distribute the Limited Access DMF.
2. Change in Status. Should Customer’s status change such that it would no longer
have a permissible purpose to access Limited Access DMF under this Addendum,
Customer agrees to immediately notify LN in writing in the manner and format required
for notices under the Contract. Should Customer cease to have access rights to Limited
Access DMF, Customer shall destroy all Limited Access DMF, and will certify to LN in
writing that is has destroyed all such DMF.
3. Security and Audit. Customer will at all times have security provisions in place to
protect the Limited Access DMF from being visible, searchable, harvestable or in any
way discoverable on the World Wide Web. Customer understands that any successful
attempt by any person to gain unauthorized access to or use of the Limited Access DMF
provided by LN may result in immediate termination of Customer’s access and this
Addendum. In addition, any successful attempt by any person to gain unauthorized
access may under certain circumstances result in penalties as prescribed in 15 CFR §
1110.200 levied on Customer and the person attempting such access. Customer will
take appropriate action to ensure that all persons accessing the Limited Access DMF it
obtains from LN are aware of their potential liability for misuse or attempting to gain
unauthorized access. Any such access or attempted access is a breach, or attempted
breach, of security and Customer must immediately report the same to NTIS at
dmfcert@ntis.gov; and to LN by written notification to the LN Information Assurance and
Data Protection Organization at 1000 Alderman Drive, Alpharetta, Georgia 30005
and by email (security.investigations@lexisnexis.com) and by phone (1-888-872-5375).
Customer agrees to be subject to audit by LN and/or NTIS to determine Customer’s
compliance with the requirements of this Addendum, the Agreement, and 15 CFR Part
1110. Customer agrees to retain a list of all employees, contractors, and subcontractors
to which it provides Limited Access DMF and to make that list available to NTIS and/or
LN as part of any audits conducted hereunder. Customer will not resell or otherwise
redistribute the Limited Access DMF.
4. Penalties. Customer acknowledges that failure to comply with the provisions of
paragraph (3) of the Certification Form may subject Customer to penalties under 15 CFR
§ 1110.200 of $1,000 for each disclosure or use, up to a maximum of $250,000 in
penalties per calendar year, or potentially uncapped for willful disclosure.
5. Law, Dispute Resolution, and Forum. Customer acknowledges that this
Addendum is governed by the terms of federal law. Customer acknowledges that the
terms of Section 14 of the Agreement govern disagreement handling, and, without
limitation to the foregoing, that jurisdiction is federal court.
6. Liability. The U.S. Government/NTIS and LN (a) make no warranty, express or
implied, with respect to information provided under the Agreement, including but not
limited to, implied warranties of merchantability and fitness for any particular use; (b)
assume no liability for any direct, indirect or consequential damages flowing from any
use of any part of the Limited Access DMF, including infringement of third party
intellectual property rights; and (c) assume no liability for any errors or omissions in
Limited Access DMF. The Limited Access DMF does have inaccuracies and NTIS and
the Social Security Administration (SSA), which provides the DMF to NTIS, and LN, do
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 302 of 372
Exhibit C
45
not guarantee the accuracy of the Limited Access DMF. SSA does not have a death
record for all deceased persons. Therefore, the absence of a particular person in the
Limited Access DMF is not proof that the individual is alive. Further, in rare instances,
it is possible for the records of a person who is not deceased to be included erroneously
in the Limited Access DMF. Customer specifically acknowledges the terms of
Attachment B to the Agreement, which terms apply to Customer.
7. Indemnification. To the extent not prohibited by law, Customer shall indemnify and
hold harmless NTIS and the Department of Commerce from all claims, liabilities,
demands, damages, expenses, and losses arising from or in connection with
Customer’s, Customer’s employees’, contractors’, or subcontractors’ use of the Limited
Access DMF. This provision will include any and all claims or liability arising from
intellectual property rights.
8. Survival. Provisions hereof related to indemnification, use and protection of Limited
Access DMF, audit, disclaimer of warranties, and governing law shall survive termination
of this Addendum.
9. Conflict of Terms. Customer acknowledges that the terms of this Addendum, in the
event of conflict with the terms of the Contract, apply in addition to, and not in lieu of,
such Contract terms, with respect to the Limited Access DMF only.
AUTHORIZATION AND ACCEPTANCE OF TERMS
I HEREBY CERTIFY that I have direct knowledge of the facts stated above and that I am
authorized to execute this Certification on behalf of the Customer listed above.
CUSTOMER:
Signature
Print Name
Title
Dated
( mm/dd/yy )
Docusign Envelope ID: 0BEC84EE-8EC1-4B8A-8EEE-4B35F046186A
Feb. 4, 2025 Item #3 Page 303 of 372