ATTACHMENT 3 TO AIU3 HOSTED VOIP SERVICE REQUEST FOR PROPOSAL (December 10, 2010)

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1 ATTACHMENT 3 TO AIU3 HOSTED VOIP SERVICE REQUEST FOR PROPOSAL (December 10, 2010) AlleghenyCONNECT Existing Vendor Pricing Worksheet for Configuration Changes

2 NOC VOIP Support Statement of Work Presented to the AIU3 Page 1 December 10, 2010

3 Confidentiality Statement This response is not an offer of contract, and only the execution of a written contract will obligate Sunesys in accordance with the terms and conditions of such contract. Except as qualified herein, Sunesys reserves the right to vary the terms of this response in accordance with any changes in the specifications made by <Bid Winner>. Submission of this response by Sunesys in no way conveys any right, title, interest, or license in any intellectual property (including, but not limited to, patents, copyrights, trade secrets, or trademarks) contained or embodied herein. Additional Caveats Prices presented in this response are exclusive of all taxes, fees, and surcharges, regulatory or otherwise, and any other governmental levies, imposts, and duties or similar charges imposed upon the sale, placement, or use of the services to be provided. Copyright Sunesys 2010 Page 2 December 10, 2010

4 Table of Contents 1. Requirements Implementation Intent Overview Service Planning Phase Scope Program Management School District Readiness Assessments and Mitigation Plans Notifications Service Readiness Plan Service Readiness Phase Scope Communications Plan for School Districts Communications Plan for <Bid Winner> Stakeholders Service Implementation Phase Scope Program Management Office Service Implementation Plan Service Implementation Plan Responsibilities <Bid Winner> Testing and Acceptance Steady State Operations Intent Scope School District VoIP services and Service Level Agreements Overview Monitor Service Notification Install, Move, Add, Change and Deletion Requests Reporting Device Installations, Moves, Adds, Changes, and Deletions (IMACD) Page 3 December 10, 2010

5 3.4.1 Overview Critical Deliverables Pricing Operational Escalations Appendix A Pricing Appendix B Inventory Matrix Appendix C Touch Points Appendix D Sunesys Domain Technical Details 15 Page 4 December 10, 2010

6 1. Requirements Establish a standardized Fiber Transport service model for a Hosted VoIP Service delivery and manage Implementation and ongoing service of that model. 2. Implementation 2.1 Intent Mitigate the risk of service disruption during the implementation of School District VoIP services. Support timeline objectives for the implementation of service. 2.2 Overview Service Planning Phase, commencing on the Contract Effective Date. Service Readiness Phase, commencing Contract Effective Date to be negotiated by parties. Service Implementation Phase, commencing upon conclusion of Service Readiness Phase. 2.3 Service Planning Phase Scope Joint detailed scope demarcation and information validation for each School District. See Appendix D Joint development of detailed process flows and interaction models to effectively delineate responsibilities. <Bid Winner> School District notifications. <Bid Winner> to provide Sunesys with detailed device configuration information in an agreed format. Development and agreement by <Bid Winner> and Sunesys of governance and support models Program Management <Bid Winner> acknowledges Sunesys pricing for VoIP services, as set forth in Appendix A <Bid Winner> and Sunesys will jointly validate Process Integration Touch Points (to be defined as Appendix C) with respect to processes including, Incident Management, Change Management. In the event that <Bid Winner> and Sunesys agree to make changes to the Process Integration and/or system integration requirements, reduced or increased charges (if any) shall be addressed according to the methodology. Page 5 December 10, 2010

7 2.3.3 School District Readiness Assessments and Mitigation Plans In respect of each in-scope School District, the Readiness Assessment and Mitigation Plan identifies gaps (if any) between current School District expectations, <Bid Winner> obligations, and Sunesys Services and establishes a jointly approved approach to support the VoIP Service Implementation Plan for the School District. According to an agreed timeline, <Bid Winner>, with the assistance of Sunesys, shall complete an School District Readiness Assessment and Mitigation Plan in respect of each in-scope School District Sunesys and the <Bid Winner> will develop a Readiness and Mitigation Plan for the implementation and support of the VoIP Service Notifications <Bid Winner> shall identify which School Districts (if any) must receive advance notification of, and/or give consent to, implementation of VoIP services to Sunesys. <Bid Winner> is responsible for securing any such consent in a time frame consistent with the requirements of Service Implementation Service Readiness Plan The Service Readiness Plan defines the Sunesys, <Bid Winner>, and School District activities and time frames for the Service Readiness Phase. Sunesys, with the assistance of <Bid Winner>, shall establish the Service Readiness Plan within approximately 8 weeks of the Contract Effective Date, contingent upon Service Planning Phase deliverables (especially the School District Readiness Assessment and Implementation Plan). 2.4 Service Readiness Phase Scope <Bid Winner> s Communications Plan for School Districts and <Bid Winner> stakeholders Sunesys systems readiness and (if applicable for integration) <Bid Winner> s systems readiness and joint testing Sunesys infrastructure readiness and (if applicable for integration) <Bid Winner> s infrastructure readiness <Bid Winner> s reporting readiness and joint testing Sunesys people resource readiness and <Bid Winner> s people resource readiness Joint development and agreement of service implementation plan and associated activities Page 6 December 10, 2010

8 2.4.2 Communications Plan for School Districts <Bid Winner> shall, with the assistance of Sunesys, develop and execute a plan that will inform School Districts about the proposed changes, at a level of detail appropriate to a commercially reasonable mitigation of Service-implementation risk. <Bid Winner> shall inform Sunesys of any material concerns expressed by School Districts with regard to installation of VoIP service, and <Bid Winner> shall seek to address such School District concerns through the mechanism defined in Section 2.3.3, School District Readiness Assessments and Mitigation Plans Communications Plan for <Bid Winner> Stakeholders <Bid Winner> shall, with the assistance of Sunesys, develop and execute a plan that will inform <Bid Winner> s stakeholder employees about the proposed changes. <Bid Winner> shall immediately inform Sunesys of any issues raised that are, or appear to be, material to Sunesys ability to execute its responsibilities under this Statement of Work (SOW). Sunesys shall, with the assistance of <Bid Winner>, make available changes to the Sunesys components of Network Connectivity necessary to support the VoIP services. 2.5 Service Implementation Phase Scope Implementation of the VoIP Service Plans. <Bid Winner> Testing and Acceptance Program Management Office Sunesys and <Bid Winner> shall continue to use their respective PMOs for the duration of the Service Implementation Phase. The <Bid Winner> PMO and Sunesys PMO shall continue to use established communication protocols for formal coordination of Implementation activities. Sunesys will, during the implementation phase allocate 3 non-billable, remotely implemented, and limited to 1 hour IMACDs against the Sunesys fiber Transport layer for the purpose of achieving the VoIP implementation. IMACDs beyond the initial 3 will be processed on a time and material basis of $ per hour Service Implementation Plan <Bid Winner> and Sunesys, in consultation with the School Districts will jointly develop a Service Implementation Plan. Page 7 December 10, 2010

9 <Bid Winner> acknowledges that, until VoIP service implementation has been accepted by both <Bid Winner> and the School District, responsibility for providing the VoIP services will be retained by <Bid Winner>. Sunesys and <Bid Winner> will work together to mitigate any issues that arise during the implementation process that have any scheduling impact Service Implementation Plan Responsibilities The Service Implementation Plan defines the Sunesys, <Bid Winner> and School District activities and timeline for the component activities of the Service Implementation Phase, including but not limited to: Service Implementation processes, procedures, and maintenance windows with respect to each in-scope School District Testing and Acceptance with respect to each in-scope School District <Bid Winner> Testing and Acceptance of overall Service Implementation upon completion of the program <Bid Winner> Testing and Acceptance Completion of <Bid Winner> Testing and Acceptance defines the end of the Service Implementation Phase and, accordingly, the end of the Implementation Phase. After the Implementation Phase is completed; any outstanding Implementation activities will be managed within the Steady State Operations scope as set forth in Section 3. Each party would be responsible for ensuring that its own respective resources (including knowledge) are available for the completion of such Implementation activities. Should outstanding Implementation requirement(s) trigger the need for additional support beyond the capabilities of the steady state operations resources, such activities would be subject to change control to be documented, issued, and reviewed by <Bid Winner> s and Sunesys Implementation teams prior to steady state operational handoffs. This would be accomplished via the governance process outlined and agreed upon within the PMO communications plan. Additional charges (if any) would be reviewed at this time. During the Service Readiness Phase as defined in Section 2.4, Service Readiness, <Bid Winner> and Sunesys shall agree upon a <Bid Winner> Testing and Acceptance Plan in respect of Service Implementation. Page 8 December 10, 2010

10 3. Steady State Operations 3.1 Intent Deliver standardized VoIP Service to School Districts as driven by <Bid Winner> s current VoIP portfolio. Support School District requirements for Installations, Moves, Adds, Changes, and Deletions (IMACDs) as they relate to VoIP. Support <Bid Winner> s requirements for delivering for VoIP services. 3.2 Scope Delivery of School District VoIP services according to agreed Service Level Agreements. Device IMACDs. 3.3 School District VoIP services and Service Level Agreements Overview For each School District, standardized School District VoIP services are categorized as Monitor Service. Monitor Service is specified in Section 3.3.2, Monitor Service Monitor Service Sunesys shall monitor Simple Network Management Protocol (SNMP) traps sent from in-scope School District transport Devices Sunesys shall poll in-scope School District Devices every 15 minutes using SNMP and/or Internet Communications Management Protocol (ICMP) parameters. <Bid Winner> VoIP Systems, are to be monitored via <Bid Winner> monitoring systems. Sunesys may, at its discretion, adjust polling parameters to reduce the number of false alerts and/or to ensure satisfactory delivery of ICMP requests. Sunesys shall create a Trouble Ticket according to the parameters specified in Appendix C Notification Sunesys shall notify <Bid Winner> of any in scope Service Incidents and provide a description of the Incident via SMTP to <Bid Winner> Sunesys shall up to three <Bid Winner> identified personnel. Sunesys shall provide a portal to view in scope tickets. Page 9 December 10, 2010

11 In-Scope Devices - Appendix B defines the initial baseline of School District devices for which Sunesys shall provide notification Service. For the avoidance of doubt, Sunesys is not responsible for repair of carrier failures or any associated service level agreements and assumes no liability for faults within any 3 rd party domain as they pertain to the VoIP service Install, Move, Add, Change and Deletion Requests Sunesys will accept all IMACD requests via a mutually agreed upon <Bid Winner>/ Sunesys change control procedure to be developed during Service Planning. Sunesys will review IMACD requests for size and complexity. Large or complex requests will be classified as a Project and will be subject to separate Project Charges, including: project management: network consulting: and implementation. Sunesys will notify the <Bid Winner> IMACD request originator that the IMACD request has been classified as a Project. Upon agreement to proceed with an IMACD request, Sunesys will notify the <Bid Winner> IMACD request originator of scheduling. <Bid Winner> will obtain and communicate to Sunesys the School District maintenance window availability and will review and address any multiservice impacts not within Sunesys scope. Upon completion of the IMACD request, Sunesys will notify the <Bid Winner> IMACD request originator of closure and/or any rescheduling requirements. False Alarms Any IMACD requests or any incidents opened against devices in the Appendix B Inventory Matrix or against the fiber transport supporting those devices, which proves to be false will be billed as time and material at a rate of $ per hour Reporting Sunesys shall provide access to School District incident reports to <Bid Winner>. 3.4 Device Installations, Moves, Adds, Changes, and Deletions (IMACD) Overview Sunesys assesses an IMACD based on the number of required changes to any instance within the School District network and the time associated with performing such activities. This relates to One (1) change and no more than one (1) hour of remote labor associated for any one IMACD per month. However, given that IMACD complexity can vary significantly, Sunesys retains the right to classify and charge on a Project basis if deemed necessary to support the IMACD request. IMACD requests are to be managed via the agreed upon Change Control Process. The Change Control Process will be specified during the Service Planning Phase. Page 10 December 10, 2010

12 Sunesys will coordinate any required on-site support, provided the appropriate Agency agreements are in place, but is not liable for third-party on-site performance or for third-party SLAs Critical Deliverables IMACDs will be managed via the Change Control Process to be developed during Service Planning Pricing Pricing for IMACDs is identified in Appendix A. 3.5 Operational Escalations During Steady State Operations, escalation of issues shall be addressed according to the process established in Service Management Planning. Escalations will either be considered Functional or Hierarchical. Functional Escalations refer to transitioning an Incident from first-, to second-, and to thirdline support groups. This process can be modified based on an agreed upon time interval. Hierarchical Escalations can be executed at any time during the Incident resolution process. Page 11 December 10, 2010

13 Appendix A Pricing Baseline Charges There are two categories of Charges set forth in Table A below, consisting of: 1. An Initial Set-Up Charge for the Service Implementation period (comprising Service Planning, Service Readiness, and Service Implementation) representing a portion of the start-up charges for the project as a whole. 2. Recurring Service Charges representing monthly charges for the baseline Monitor for the initial baseline inventory as defined in Appendix B, following implementation of Services from Customer to Supplier. Initial Set-up Charge Table A Device Setup # of Plus # Total devices VLANS Cisco 6500 $1, X 1 + TBD X $ $ Cisco 3560 $ X TBD + TBD X $ $ Cisco Router $ X TBD + TBD X $ $ For the above calculation: Ex. For device type Cisco 6500 : ( Setup X # of devices ) + ( # of VLANS X $130.00) = Total A cost of $ is assigned to each end of the VLAN being configured. Ex. One Voice VLAN should account for a VLAN charge for the Core Cisco 6500 and the Remote Device consisting of a Cisco 3560 or a Cisco Router. A minimum installation setup charge is $3, Recurring Service Charges Device MRC # of Total MRC devices Cisco 6500 $ X 1 $ Cisco 3560 $ X TBD $ Cisco Router $ X TBD $ Page 12 December 10, 2010

14 A minimum Recurring Service Charge is $ <Bid Winner> and Sunesys acknowledge a common desire for a Contract Effective Date of TBD MM/DD/YYYY, and for completion of Transition by TBD MM/DD/YYYY. Under that timetable, the Initial Set-Up Charges would be billed in advance of work implementation start, payable on the first day of the month after the implementation start. Recurring Service Charges for Years 1 through TBD of the Contract Term shall be paid monthly in advance beginning with the date of implementation. IMACD Time and Material Pricing IMACDs that involve requests outside of the normal operation of the Sunesys Fiber Transport layer (changes to Vlan, Priority, Emergency, etcetera) and exceeding the monthly allocation, will be processed on a time and material basis of $ per hour. Appendix B Inventory Matrix Device Monitor Qty Cisco Cisco 3560 Cisco Router Appendix C Touch Points Function System Description Incident Management TBD Incident handling system that provides the usual features (escalation, notification, etcetera) for managing incidents Network Monitoring TBD Polls network devices for status and receives alerts. Customer Portal TBD Provide ticket access via a portal Change Management TBD Process to govern changes to be implemented within the Sunesys Fiber transport system. Configuration Management TBD Device configuration capture and archive Process Page 13 December 10, 2010

15 Appendix D Sunesys Domain Sunesys Voice Supplementation Network NOTE : QOS tags will be stripped as it leaves the Sunesys network. The voice solution provider will need to provide end to end application performance. Internet Layer 3 Configuration Domain (QoS) DSCP EF = Realtime Sunesys IU3 Core Network ** Voice traffic will be tagged inbound to the core switching traffic with DSCP EF. Sunesys Management Domain Core Switching Infrastructure Layer 2 Configuration Domain (COS) Queue 1 Voice (Red) = Realtime Queue 2 Data (Green) = Unclassified 802.1Q Trunk 802.1Q Trunk 802.1Q Trunk 802.1Q Trunk Cisco 3560 Distribution Switch Cisco 3560 Distribution Switch Cisco 3560 Distribution Switch Cisco 3560 Distribution Switch Vlan Configuration Voice (2xx) = Red Data (1xx) = Green District A Head End Demark District B Head End Demark District C Head End Demark District D Head End Demark SCHOOL LAYER 2 DOMAIN Explanation of Service Sunesys will provide carrier class VoIP rated bandwidth throughout its existing infrastructure to allow for a comprehensive phone/voice system to be delivered to interested organizations. To accomplish this, Sunesys will be configuring another VLAN to support delay sensitive traffic (such as voice) over its current infrastructure. A second voice VLAN will be configured and extended to interested organizations that will have Quality of Service (QoS) parameters configured to allow for preferential treatment of voice traffic throughout the network. Sunesys will not be responsible for application level performance of the phone system itself (the hosted VoIP solution will handle this at the application layer) due to QoS elimination on the egress point leading to the internet. Sunesys will also not be responsible for communication quality leading to each organization past the organization s Sunesys demarcation point (usually a Sunesys managed switch) as these devices are under organizational control. Page 14 December 10, 2010

16 Technical Details Sunesys will leverage this new technology by establishing a new voice VLAN and configuring COS queue 1 on the switching infrastructure at the customer premise with a breakout to DSCP EF (realtime) at the core switching layer. The two VLANs (Voice, Data) will share a single connection to the Sunesys core. Utilizing this new QoS structure will allow Sunesys to make voice traffic preferential, in essence creating an environment for exceptional network tuning which is necessary to support the voice solution. Page 15 December 10, 2010

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