G-Cloud Video Services Service Definition

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1 G-Cloud Video Services Service Definition COMMERCIAL IN CONFIDENCE Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 1 of 11

2 Contents 1. Service Definition For Video Services Information assurance Backup, restore and disaster recovery On-boarding and Off-boarding Pricing Service Management Service Constraints Service Levels Financial Recompense Training Ordering and invoicing Termination Data restoration / service migration Consumer responsibilities Technical requirements Trial Service For more information...10 Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 2 of 11

3 1. Service Definition For Video Services An overview of the G-Cloud Video Services Video Services is an end-to-end managed cloud-based videoconferencing service that enables organisations to enjoy the full benefits of their video communications technology, with increased reliability, flexibility and cost savings. Vodafone provides customers with a high quality user experience for video conferences. Vodafone provides a comprehensive managed videoconferencing service to ensure the best possible video experience and maximum up-time, without the need for significant resource investment for supporting the service. The overall video conference service is broken down into four main components to deliver a complete end-to-end user experience: Network Integration Equipment Service Video Service s use our global Multi Service Platform (MSP), to deliver a high quality video experience. This includes access from the IL2 PSN network. We make sure all the different elements of your solution include your existing assets, work together seamlessly for optimum performance. We work with the leading providers to offer a wide range of equipment, whether it s an immersive TelePresence suite or a desktop. We provide 24/7 support, easy to use directions and if you want them, related services including call scheduling and booking of virtual meeting places. The overall goal of the services is to deliver to the customer, a committed, consistent, sustained and excellent video-meeting experience. Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 3

4 Video Services are offered using the following Service Packages: Conference and Room Scheduling Virtual Rooms (meeting rooms created on the MCU) for self-service multipoint video conferences (or for meeting with 3 rd party endpoints via Internet, audio or ISDN) can be scheduled via the VNOC via phone, , or web portal, however it is the responsibility of the conference organiser to also book the physical room in the customer managed resource manager (i.e. Outlook). End users may launch conferences using the managed video endpoint directory (address book). The VNOC will maintain an up to date endpoint inventory of managed endpoints and will automatically maintain an updated endpoint address directory. This feature facilitates ease of use for the end user community when self-launching video calls. Operator Assisted Call Launch Operator (concierge) services are available 24/7 for multipoint video conferences between two or more video endpoints. For video conferences, it is often important for the participants to enter the room with the conference already established so they can get started straight away without having to set up the call themselves. Typically this service will be used by VIP users therefore a high touch service wrap is essential. The Operator service options include scheduled call launches; scheduled meet and greet; and scheduled operator-attended video conferences. Conference Scheduling and Launch Calls between video endpoints (including up to 4 audio participants) can be launched and ready for a scheduled meeting once participants enter the room, enabling them to begin straight away. Greater than 4 audio participants can be accommodated through use of a 3 rd party audio conference bridge (additional fees will apply). Operator Conference Launch and Meet & Greet Each video and audio participant will be launched in to the video call; after all endpoints are connected the VNOC assigned operator will meet and greet the participants ensuring correct video and audio quality. The operator will do this for all participants before disconnecting from the call (additional fees will apply). Operator Conference Launch and Attended Monitoring For any call, end users have an option to book a concierge operator. The operator on the call will meet and greet the video conference participants, then video and audio mute, but ready to take instructions from the end user or to ensure that if any Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 4

5 problems arise these can be resolved instantly. This service offers greater flexibility for users if special arrangements are required (additional fees will apply). Nb: The Meet and Greet and Operator-Attended service consists of the following tasks: Launching all video and audio participants into the MCU/ Virtual Room Verify audio and video quality from each participant Ensure correct screen layout optimizing on screen participants and call configuration Verify H.239 content is working (if applicable for the room) Locking the room and muting participants (if requested by the conference organiser) Pre-Flight Testing For any operator assisted call launch service the user can request a pre-flight for the conference. The pre-flight service allows the operator to ensure all parties are connected prior to the actual start time of the conference, and resolve any issues they may run into during the launch. Pre-flight times are located in the Service Request form (SRF) found on the customer web portal. Standard options for Pre-Flight times are as follows: No Pre-flight required 15 minutes prior 30 minutes prior 45 minutes prior 60 minutes prior Additional fees apply if a customer requests any pre-flight tests greater than 60 minutes. Benefits of the Service: Do better business, face to face, and experience the non-verbal communications that make meetings more productive Build stronger relationships with clients, suppliers and colleagues through business to business communications Save money and achieve more, by cutting travelling costs and downtime Enhance your Corporate Social Responsibility by reducing your travel related carbon footprint Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 5

6 Simplify business use Video Services for: Managing complex supply chains Demonstrating products Brainstorming ideas and selling more creatively Cutting time to market and resolving problems faster Save time and hassle Features: Control personal screen layouts, orientation and size Full-screen support to maximise the experience Share and view content and applications whilst in the video meeting 2. Information assurance The Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information is IL2 and a secure offering is also available at IL3. 3. Backup, restore and disaster recovery The solution is split across dual data centres where the service can be restored should the primary site fail. A back up occurs weekly that captures a full configuration file, which is archived and saved to the VNOC (Video Network Operation Centre) repository. The archived files are date specific allowing the ability to revert to a specific time period should any issues arise with the current deployment. In the case of failure of the primary site platform, the service will be restored via the backup device by uploading the most recent backup file. 4. On-boarding and Off-boarding On-boarding Process Your Vodafone account manager or sales representative will discuss the product and associated offerings with you, which will determine if our technical resource engagement is required. The Vodafone account team will manage any orders for the Video Service with any free optional solutions components, or an unmanaged appliance. Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 6

7 Vodafone Solutions Consultants will be engaged in order scenarios such as Wide Area Network access, managed appliances (within existing Vodafone managed hosting solution) and for any additional data migration services. Third party partners may be engaged when optional solutions components are ordered for the design, installation and support of the services. As set out in the Service Schedule by agreeing to our terms you also agree with our partner s terms and conditions. Credentials to access the Video Services user portal will be provided. Off-boarding Process Vodafone has created a process to ensure that once a cease request is raised, we do not remove the customer instance and data until confirmation has been received that their data has been migrated from the Video Services platform. Additional data migration services are available at an additional charge if you are removing significant amounts of data from the Video Services platform, and do not want to perform the migration over the network. 5. Pricing Service Element One Time (Installation) Monthly Standard Enhanced Premium Service Management The Video Services service starts with account management engagement to determine your high-level requirements. These services, in addition to the management support and billing services, are summarised below: On-Boarding A process through which Vodafone will, through consultation with your assigned representative(s), agree the optional components (if applicable) configuration options for your environment within the Video Services platform and the connection to it. Following the agreement of the design and staff will complete the build activities Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 7

8 required to connect you to the platform (not required with Internet only access and free optional solution components), including the creation of an administration account. User name and password instructions on how to use the software client, where applicable. In life ordering Via your account manager you will be able to order additional data management policies, software and appliances, as well as Wide Area Network access (if not previously ordered). Incidents You can raise faults to the helpdesk via the dedicated number or by . Vodafone will pro-actively monitor all platform components, and any alarms will be investigated through an incident management and escalation process. Vodafone will also proactively monitor any managed appliances. Change management Changes are to be submitted by , only by an elected person(s) within your organisation. These may include the change from an existing data management policy. More complex changes (Request for Change) can be requested via and these will be subject to Vodafone change management policies. A list of standard changes is available upon request. Billing Usage elements are billed monthly in arrears and the bill will list the service charges individually with references that link to the service (customer instance, data management policy, outbound data). Managed appliances are billed out of the scope of the usage based element of Video Services, and will be billed monthly in arrears or as one-off charges. 7. Service Constraints Maintenance windows will adhere to the standard Vodafone Change Management process. Emergency changes are managed on a case by case basis. 8. Service Levels The availability of the core platform infrastructure is 99.9% uptime with support available on a 24x7x365 basis. Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 8

9 9. Financial Recompense No service credits are available with this solution. 10. Training Training is available upon request. 11. Ordering and invoicing Orders and quote requests will be received by the Vodafone Sales Support Desk. On receiving a request for an order or quote, a request acknowledgement will be sent to the customer to confirm receipt and to provide a unique tracking reference number, where applicable. For quote requests, the Sales Support Desk will provide regular progress updates through to completion, with input from technical, design, commercial, survey or feasibility teams as required. Throughout the order process the Sales Support Desk will keep the customer informed of order progress through a set of order updates pertinent to the delivery of the requested services. Vodafone will invoice as follows: In advance for all set up fees Monthly in arrears for all recurring charges Authorised Requests - The month following the month in which the relevant service or change was delivered or consumed 12. Termination By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) Both parties can terminate for: Insolvency; Material breach; Revocation/amendment and non-replacement of telecommunications authorisations or licenses; Fraud; Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 9

10 Convenience on 3 months notice, such notice not to expire until the end of the initial period or renewal period (if applicable); and Force majeure. Vodafone can terminate: For Non-payment; For IPR infringement; In response to or in compliance with law, regulation etc; To prevent interference with, damage to, or degradation of Vodafone s network; To eliminate a hazardous condition; and If the service is subject to service misuse by the Customer. The Customer can terminate for: Convenience on 90 days notice subject to the payment of early termination charges. 13. Data restoration / service migration N/A 14. Consumer responsibilities The customer is responsible for supplying adequate bandwidth, PC requirements and a web camera where applicable. The customer is responsible for supplying all local network infrastructure and hardware equipment, where necessary, to ensure the video service can be consumed, unless procured from Vodafone. 15. Technical requirements N/A 16. Trial Service Trials are available and are handled on a case by case basis. 17. For more information Please our G-Cloud sales team at Please visit for all the latest G-Cloud documentation. Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 10

11 Registered office: Vodafone House, Berkshire, RG14 2FN, England. Registered in England No Page 11 of 11

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