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Motorola solutions managed
& support services

Motorola Solutions can manage the entire mission-critical technology ecosystem with technical support, cybersecurity and monitoring and management services. These services are centrally delivered with the right combination of people, process and tools.

Increasing technology complexity, outdated systems, lack of IT skills
and budget constraints are pushing agencies to the brink.

Increasing
complexity
70%
Of complex technology project implementations fail or are challenged
Disconnected systems and multiple touchpoints create inefficiencies, multiple points of failure
Outdated
systems
40%
Of an agency’s computers may be over seven years old, and running decades old software
Global cyber-crime networks strengthening, expanding and increasingly targeting governments
Challenged
resources
40%
Of city CIOs cite insufficient budgets and IT resources as the significant barrier to their objectives
Unrelenting pressure to do more with less, difficult to recruit and retain the new tech skill sets

Today’s environment demands a range of services that span the entire technology ecosystem - infrastructure, devices, video cameras and command center software, as well as network, cloud and endpoints - to deliver on mission-critical availability, resiliency and security.

Our Monitoring and Management Services include capabilities that help ensure mission-critical availability, responsiveness and resiliency.

  • Network Monitoring - To prevent network outages, we offer robust and proactive network infrastructure monitoring and incident management services from our Network Operations Center (NOC). Our experts, coupled with automation tools, ensure peak system performance. Our Network Operations Center plays a critical role during an emergency or disaster-related major event, such as political conventions, natural disasters and catastrophes that have a direct or potential impact on customers’ systems.

  • Lifecycle Management - We address technology refreshes while enabling security and ongoing system availability and resilience. Services include software maintenance, system upgrades and ongoing lifecycle management. Periodic technology updates are provided for base stations, site controllers, routers, LAN switches, servers, dispatch consoles, operating system software and more, so that the system stays current and future-proof.

Our Technical Support Services provide on-site and remote support for technical issues arising from devices, infrastructure, applications and video cameras.

  • Remote and On-site Technical Support - Services to ensure that the system is rapidly restored and functional.

  • Repair and Replacement - Troubleshooting, testing and repair of equipment at a centralized facility.

  • Preventive Maintenance - Routine testing and alignment to extend the useful life of the network and radios.

We provide a range of device services capabilities, including:

  • Device Programming - We can provide batch programming for APX radios and cloud-based programming (SmartProgrammng) for APX NEXT radios with centralized management that can dramatically reduce the time and resources needed to provision and update your radio fleet.
  • Technical Support - Industry certified technical engineers can troubleshoot and provide prompt resolution to any technical issues, whether on-site dispatch or remote.
  • Repair and Replacement - With state-of-the-art diagnostic equipment, all of your agency’s radio components are protected in the event of an unexpected failure and are back in operation as soon as possible.
  • Preventive Maintenance - You can extend the useful life of your radios with an annual check-up where your radios are physically inspected and cleaned, verified, updated and electronically tuned.
  • Accidental Damage - Radios are protected from accidental breakage, chemical or liquid spills and physical damage.

Our Cybersecurity Services help manage cyber risk awareness, detection, response and recovery and provide security training. Our capabilities include:

  • Advisory Services - Risk assessment and consulting, penetration testing, governance and compliance.
  • Managed Security Services - Network and application monitoring, incident management and reporting, security patching, advanced threat detection and response for enterprise IT (ActiveEye).
  • System Recovery Services - Business continuity and major incident response planning, system recovery, post-incident analysis.
  • Cybersecurity Training - Cloud security, incident response management, risk management and privacy planning, certifications.
INFRASTRUCTURE
Services

Our Monitoring and Management Services include capabilities that help ensure mission-critical availability, responsiveness and resiliency.

  • Network Monitoring - To prevent network outages, we offer robust and proactive network infrastructure monitoring and incident management services from our Network Operations Center (NOC). Our experts, coupled with automation tools, ensure peak system performance. Our Network Operations Center plays a critical role during an emergency or disaster-related major event, such as political conventions, natural disasters and catastrophes that have a direct or potential impact on customers’ systems.

  • Lifecycle Management - We address technology refreshes while enabling security and ongoing system availability and resilience. Services include software maintenance, system upgrades and ongoing lifecycle management. Periodic technology updates are provided for base stations, site controllers, routers, LAN switches, servers, dispatch consoles, operating system software and more, so that the system stays current and future-proof.

Our Technical Support Services provide on-site and remote support for technical issues arising from devices, infrastructure, applications and video cameras.

  • Remote and On-site Technical Support - Services to ensure that the system is rapidly restored and functional.

  • Repair and Replacement - Troubleshooting, testing and repair of equipment at a centralized facility.

  • Preventive Maintenance - Routine testing and alignment to extend the useful life of the network and radios.

DEVICE
SERVICES

We provide a range of device services capabilities, including:

  • Device Programming - We can provide batch programming for APX radios and cloud-based programming (SmartProgrammng) for APX NEXT radios with centralized management that can dramatically reduce the time and resources needed to provision and update your radio fleet.
  • Technical Support - Industry certified technical engineers can troubleshoot and provide prompt resolution to any technical issues, whether on-site dispatch or remote.
  • Repair and Replacement - With state-of-the-art diagnostic equipment, all of your agency’s radio components are protected in the event of an unexpected failure and are back in operation as soon as possible.
  • Preventive Maintenance - You can extend the useful life of your radios with an annual check-up where your radios are physically inspected and cleaned, verified, updated and electronically tuned.
  • Accidental Damage - Radios are protected from accidental breakage, chemical or liquid spills and physical damage.
cybersecurity
Services

Our Cybersecurity Services help manage cyber risk awareness, detection, response and recovery and provide security training. Our capabilities include:

  • Advisory Services - Risk assessment and consulting, penetration testing, governance and compliance.
  • Managed Security Services - Network and application monitoring, incident management and reporting, security patching, advanced threat detection and response for enterprise IT (ActiveEye).
  • System Recovery Services - Business continuity and major incident response planning, system recovery, post-incident analysis.
  • Cybersecurity Training - Cloud security, incident response management, risk management and privacy planning, certifications.

Partnering with Motorola Solutions helps customers:

Manage
Complexity

Unified management and integration across networks, devices, software, video and security.

Manage
Performance

Mission-critical responsiveness, resiliency and availability with always-on, always-secure systems.

Manage
Costs

Reduce total cost of ownership and transition to a more predictable opex model.

Stay current and future proof with the latest technologies and expertise.

The competitive landscape for services across the technology ecosystem:

1

In-house
Operations

Some agencies are able to manage communications in-house with their own IT teams. For large fleets, it can be time consuming and overwhelming.

2

Multiple Service
Provider Support

Some customers work with a local service provider for maintenance and management. They work with multiple service providers for different services, as no one vendor supports all their disparate technologies to the level they require.

3

Other Big Players in
the Services Space:

Some competitors offering similar products and services include:

We deliver these services via centralized operations,
which are enabled by a seamless orchestration of people, process and technology.

People

We bring the right set of mission-critical skills and expertise. Our teams align and interoperate to ensure that first responders can react and operate in the best possible manner - whether it is day-to-day operations or during a crisis/emergency. Project Managers, Service Delivery Managers, System Technologists, Network Engineers, Security Specialists, Data Analysts & Field Service Managers work hand-in-hand to ensure system availability, performance and security.

Process

Our Centralized Operations leverage the principles of the Information Technology Infrastructure Library (ITIL) framework. We follow detailed processes, procedures, tasks and checklists that can be applied towards service design, service transition, service operations and continual service improvement.

Technology

We have invested in tools that drive analytics and automation enabling proactive and predictive insights for augmented decision making and accelerated service response. Our analytics and automation platform feeds from a massive data lake that helps make the engine robust and accurate.

Flexible service consumption models

We can help you consume services in-line with your needs:

Always-on, future-proof systems

Our Infrastructure Services provide:

Network monitoring
and management

24/7 remote monitoring, event and incident management.

Emergency and
disaster response

Assured system availability during natural disasters, unplanned events.

Lifecycle
management

On-site or remote system upgrades with minimal risk to business continuity.

TECHNICAL
SUPPORT

Remote and on-site services to ensure rapid system restoration.

REPAIR &
REPLACEMENT

Troubleshooting, testing and repair of equipment at a centralized facility.

PREVENTIVE
MAINTENANCE

Routine testing and alignment to extend the useful life of equipment.

Today’s mission-critical infrastructure is becoming increasingly complex to manage. In addition, outdated systems are easily susceptible to cyber attacks. These attacks can directly impact system performance and availability.

Increasing
complexity
70%
Of complex technology project implementations fail or are challenged
Disconnected systems and multiple touchpoints create inefficiencies, multiple points of failure
Outdated
systems
40%
Of an agency’s computers may be over seven years old, and running decades old software
Global cyber-crime networks strengthening, expanding and increasingly targeting governments
Challenged
resources
40%
Of city CIOs cite insufficient budgets and IT resources as the significant barrier to their objectives
Unrelenting pressure to do more with less, difficult to recruit and retain the new tech skill sets

Access to Expertise
and Skills

Customer concerns / questions

We don’t have the headcount and the right level of expertise for day-to-day complexity management. Keeping my staff up to date on current technologies is a constant challenge.

MSI response

Our service capabilities can do it all for you or fill in any gaps that you may want us to address due to lack of skill sets or budget - we can help you connect with a services expert to better evaluate your needs, help you save money and let you focus on your mission.

System Availability and
Operational Impact

Customer concerns / questions

We have parts of the system that are down and it is hours before we identify an issue. I really wish that some of these network outages can be automatically dealt with, without my team having to intervene especially during a disaster or emergency response. We need to ensure that our system issues do not impact operations.

MSI response

We have a range of service capabilities that accelerate service response and prevent outages. Centralized operations can improve the response of our local teams to respond to unpredictable events at a moment’s notice.

Predictable Cost Model
and Cost Optimization

Customer concerns / questions

I want to have a predictable model (spend, timing) on system management to avoid surprises.

I want to drive cost optimization in lieu of budget cuts and prevent situations that lead to unavoidable cost incurrance.

MSI response

We can help with flexible consumption models (support, managed) in line with your financial objectives. Our services are designed to reduce the total cost of ownership.

Start with these key offers

Strengthen
Cybersecurity

Customer concerns / questions

Cybersecurity is a big concern for us - we want to ensure that our system is updated with the latest anti-virus and patching solutions and that our system is protected against cyber attacks.

MSI response

We have a portfolio aligned to global best practices that can help with threat identification, detection and protection.

Start with these key offers

Infrastructure Services

Cybersecurity Services

Please visit the Resources tabs to learn more.

For Infrastructure Services questions and follow up:

us east

Full Name

David Burton

Title

Services Business Relationship Manager

US Central T5 and Canada T1

Full Name

Saad Khan

Title

Strategic Service Sales

US West

Full Name

Wayne Anderson

Title

Strategic Service Sales

Centralized service management and delivery enabled by:

People

We bring the right set of mission-critical skills and expertise. Project Managers, Service Delivery Managers, System Technologists, Network Engineers, Security Specialists, Data Analysts & Field Service Managers have the latest certifications and work hand-in-hand to ensure system availability, performance and security.

Process

Our Centralized Operations leverage the principles of the ITIL framework. We follow detailed processes, procedures, tasks, and checklists that can be applied towards service design, service transition, service operations and continual service improvement.

TECHNOLOGY

Intelligent analytics and automation for proactive, predictive troubleshooting resulting in reduced mean time to resolution.

Reduce
Management Complexity

Streamlined day-to-day operations, strong governance model, visibility and control across a complex and ever-evolving technology ecosystem

Optimize
Network Performance

Mission-critical availability, coverage and capacity with proactive monitoring, prompt issue resolution and periodic technology refreshes

Optimize
Costs

More predictable opex model, reduced total cost of ownership and flexible service consumption models

Stay current and future proof with the latest technologies and expertise.

Streamline management and optimize performance of the radio fleet

Our Device Services include:

Programming and
provisioning

Device programming, on-site set up and training, centralized database hosting

Technical
Support

On-site and remote technical expertise, state-of-the-art diagnostics, rich knowledge base

Repair and
Replacement

Troubleshooting, testing and repair of radios at a centralized facility

Preventive
Maintenance

Physical inspection and cleaning, electronic tuning and software updates for radios

Accidental
Damage

Protection from accidental breakage and chemical, liquid, and physical damage

Future
Capabilities

Device analytics offer interactive dashboards with proactive insights for optimal fleet management

Today radio managers are facing multiple challenges including increasing programming complexities, fleet performance issues and lack of IT skills and resources.

icon/mutidevice
Radio fleet
visibility
93%
Of radio managers would like to have insights on device managment
Increasing radio asset tracking and fleet logistics are putting pressure on in-house radio management
icon/outage
Unpredictable
device outages
70%
Of radio managers wait until something breaks to perform maintenance
Reactive maintenance exposes devices and networks to unplanned outages
Resource
constraints
61%
Of radio managers experience budget constraints for technical staff
Increasing device complexity and evolving technologies requires current expertise
Increasing
complexity
59%
Of radio managers cite increased programming complexities as a major challenge
Increasing radio complexities and capabilities are putting relentless pressure on in-house radio management

Improve
system visibility

Operational dashboard

Fleet tracking and managment

Minimize
downtime

Intelligent alerts

Predictive and prescriptive insights

Operational
and cost efficiency

Time savings and predictable cost model

Self-service device analytics

Simplify the complex environment of communication-critical device management.

Centralized service delivery and management enabled by:

People

Deep skills and expertise enabling seamless technology integration and evolution, complex issue resolution and efficient day-to-day operations.

Process

Service delivery and governance model aligned to industry-leading Information Technology Infrastructure Library (ITIL) framework.

TECHNOLOGY

Industry-leading tools for simplified programming and insights to optimize fleet performance.

Resource Optimization
and Time Savings

Customer concerns / questions

Radio programming and management is time-consuming.

MSI response

We can help as little or as much in the support that is needed. From hardware repair to preventive maintenance, technical support to programming and provisioning - we bring the skills and tool sets to meet your needs, so that you can focus on your mission.

Availability and
Operational Impact

Customer concerns / questions

We have issues tracking all code plugs and fleet maps for radios. Plus, ensuring that the radios have the latest features and are quickly restored can be challenging.

MSI response

From hardware repair to preventive maintenance, technical support to programming and provisioning, our services ensure that your fleet is fully operational and available for end-users.

Predictable Cost Model
and Cost Optimization

Customer concerns / questions

Radio programming and management is expensive.

MSI response

We can help with flexible consumption models (subscription, support) in line with your financial objectives. We offer an advanced data analytics solution for optimal device fleet management, which helps with intelligent alerts and actionable insights that result in saving time and cost.

Start with these key offers

Strengthen
Cybersecurity

Customer concerns / questions

We don’t update our radio fleet with the latest security and software features as frequently as we should.

MSI response

With our services you can regularly receive software and firmware updates for your radios. Our Risk Assessment service provides useful insights, paints a picture of the current environment and identifies critical vulnerabilities and gaps that need to be addressed.

Start with these key offers

Lead offers for Device Services

Offers for Cybersecurity Services

Please visit the Resources tabs to learn more.

For Device Services questions and follow up:

us east

Full Name

David Burton

Title

Services Business Relationship Manager

US Central T5 and Canada T1

Full Name

Saad Khan

Title

Strategic Service Sales

US West

Full Name

Wayne Anderson

Title

Strategic Service Sales

Identify, prevent and respond to threats

Our Cybersecurity Services provide:

ADVISORY SERVICES

Protecting systems starts with understanding where vulnerabilities lie and which regulatory frameworks impact an organization.

Our services include risk assessment and consulting, penetration testing, mobile and web application testing, and governance and compliance.

MANAGED SECURITY SERVICES

There is a constant need to prevent, detect and remediate security issues. This requires the right people, processes and technology to proactively monitor and manage security needs.

Our services include: 24/7 network, cloud, endpoint and application monitoring, incident management and reporting, patching, and advanced threat detection and response.

SYSTEM RECOVERY SERVICES

Cyber incidents and data breaches can mean huge financial losses, downtime, reputational damage and even regulatory actions. Detecting threats earlier and addressing them faster can minimize the potential impact.

Our services include: business continuity and major incident response planning, system recovery and post-incident analysis.

CYBERSECURITY TRAINING

There is a shortage of skilled professionals in the cybersecurity field. Address the gap and protect against cyber crime with the right cybersecurity training.

Our courses include: cloud security, incident response management, risk management, privacy planning and certifications.

Advancement in cyber attack techniques, increasing management complexity and lack of security expertise are putting relentless pressure on cyber resilience.

Escalating
attacks
300+
Cyber attacks on public safety agencies in the past 24 months
Group 5 Created with Sketch.
Digital
transformation
60%
Of digital businesses would suffer major service failures due to inability to manage digital risk
Increasing
complexity
57
Average number of tools that security teams are grappling to manage
Challenged
resources
4M
Estimated number of unfilled cybersecurity jobs worldwide

Manage
Complexity

Unified security management and visibility across networks, devices, software and video

Manage
Performance

Mission-critical responsiveness, resiliency and availability with always-on, always-secure systems

Manage
Costs

Reduce total cost of ownership and transition to a more predictable opex model

Stay current and future proof with the latest technologies and expertise.

With the right set of people, process & technology

People

Experts with top industry certifications work hand-in-hand to ensure system availability and security


300+

Security experts focused on 24/7 monitoring and response

Process

Mission-critical ITIL framework for scalable service operations that can easily handle peak load


9B

Security events proactively monitored each day

Technology

Managed network, endpoint and cloud security capabilities designed to accelerate response


20+

Years of experience developing cybersecurity solutions

100% co-managed approach for visibility and control

Access to Expertise
and Skills

Customer concerns / questions

I’m having problems finding, hiring and keeping security experts. I do not have a full view of the threats that could impact my system.

MSI response

This is a common problem with many of our customers as there is a shortage of both security professionals and specialized skills. Navigating the world of cybersecurity is complex, but our deep, broad experience and knowledge in LMR, PSAP networks and Enterprise IT will help guide you on where to prioritize spending and resources. Our experts focus on security 24/7 and have the real-world experience to keep you protected. When you leave cybersecurity to us it frees up your team to focus on the tasks that are most important to their role and your operations, and reduces the time you need to spend finding, hiring and retaining security professionals. This can reduce your operational costs and lead to higher satisfaction with your existing IT and security team.

System Availability
and Operational Impact

Customer concerns / questions

I have a closed network so I don’t have to worry about being secure and safe.

MSI response

This is a frequent assumption, but there's no such thing as a closed network anymore. Our risk assessment team has proven this to many customers whose LMR or PSAP network was vulnerable due to a weak endpoint or a connection added for remote work. Additionally, applying patches can be a full-time job and it is easy to fall behind, opening the system to known cyber attacks. With 24/7 proactive monitoring, we can alert you to any issues and help you prevent small threats from becoming big issues, and to respond and recover quickly in case of an attack.

Start with these key offers

Predictable Cost Model
and Cost Optimization

Customer concerns / questions

I want to prevent cyber attacks like ransomware or TDoS attacks that can cost millions of dollars.

MSI response

Our 24/7 managed detection and response capabilities reduce the noise and prioritize threats for our expert team of Security Operations Center (SOC) analysts. Leveraging trend data from hundreds of customer networks we are able use this knowledge to more quickly detect and respond than an isolated SOC, which also reduces the expense and time of you building and staffing your own SOC. In addition, Motorola Solutions offers a comprehensive suite of professional security services to assess people, processes and technology to discover cyber security gaps across your network, applications, endpoints and cloud infrastructure. We can protect your organization from attackers and help you respond quickly to incidents.

Strengthen
Cybersecurity

Customer concerns / questions

We haven’t thought much about cybersecurity and we don’t have anyone on staff who knows much about it.

MSI response

Cyber can be complex, but we can help simplify it for you. We can guide you through steps and procedures that will protect your network from many vulnerabilities. Motorola Solutions has proven offers and processes to get you started. Our professional consultants can take you further to bridge the gap of people, process and technology, and our 24/7 Security Operations Center (SOC) is staffed by experts with experience in protecting endpoints, cloud applications and infrastructure and networks.

Please visit the Resources tabs to learn more.

For Cybersecurity Services questions and follow up: