Detailed Statement of Work Detailed Statement of Work

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1 Detailed Statement f Wrk Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 1

2 Table f Cntents Evlved Office: HPBX...7 General Prduct Terms and Evlve IP Deliverables... 7 EVOLVE IP RESPONSIBILITIES: PROJECT MANAGEMENT, CONFIGURATION, ONGOING SERVICE EVOLVE IP RESPONSIBILITIES: On-Site Labr EVOLVE IP RESPONSIBILITIES: Training rd Party Applicatins resld by evlve ip: Custmer Respnsibilities: Evlved Office: Desktp General Prduct Terms and Evlve IP Deliverables EVOLVE IP RESPONSIBILITIES: PROJECT MANAGEMENT, CONFIGURATION, ONGOING SERVICE EVOLVE IP RESPONSIBILITIES: On-Site Labr EVOLVE IP RESPONSIBILITIES: Training AND Supprt Custmer Respnsibilities: Clud Firewall General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Clud IDS General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Managed Firewall General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Security Event Management General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 2

3 Custmer Respnsibilities: Qualys Threat Scan: Vulnerability Assessment General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Defense General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Archiving General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT TRAINING Custmer Respnsibilities: VPN Services General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Threat Detectin and Mitigatin: Intrusin Detectin and Preventin General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Threat Scan: Vulnerability Assessment General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 3

4 Custmer Respnsibilities: Hsted Exchange General Prduct Terms and Evlve IP Deliverables: PROJECT MANAGEMENT & Training Custmer Respnsibilities: Reflectin DBR: Remte Data Backup and Recvery Service General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Managed Netwrk Services - Netwrk-based WAN and/r LAN Services General Prduct Terms and Cnditins PROJECT MANAGEMENT Custmer Respnsibilities: Clud Cnnect: Public Internet Bnding, Aggregatin and QOS Service General Prduct Terms and Cnditins PROJECT MANAGEMENT Custmer Respnsibilities: vserver General Prduct Terms and Cnditins PROJECT MANAGEMENT Custmer Respnsibilities: Virtual Data Center General Prduct Terms and Cnditins PROJECT MANAGEMENT Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 4

5 Custmer Respnsibilities: Clcatin General Prduct Terms and Cnditins PROJECT MANAGEMENT Custmer Respnsibilities: ShreCnnect (Maintenance and SIP Trunking) General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT ON-SITE LABOR TRAINING AND SUPPORT Custmer Respnsibilities: Server Migratin Tasks Custmer Respnsibilities Migratin TASKS Custmer Respnsibilities: AD Server Setup and Prmtin TASKS Custmer Respnsibilities: Enterprise Desktp Build TASKS Custmer Respnsibilities: File Server Migratin TASKS Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 5

6 Custmer Respnsibilities: Print Server Migratin TASKS Custmer Respnsibilities: DRaaS ZT General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Clud Backup General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Remte Mnitring and Management (RMM) General Prduct Terms and Evlve IP Deliverables PROJECT MANAGEMENT Custmer Respnsibilities: Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 6

7 The Statement f Wrk listed belw prvides infrmatin regarding the prducts and services ffered by Evlve IP as well as the accmpanying standard and if necessary, custmized technical wrk specificatins and requirements f such prducts and services. This Statement f Wrk als gverns the general respnsibilities and accuntabilities f each party under this agreement. The agreement encmpasses the Sales Order frm, this Statement f Wrk and the Master Services Agreement. Prduct and Service Specific: (Only thse items selected n the accmpanying Sales Order frm apply) Evlved Office: HPBX Hsted IP PBX Feature set, Mbility package, Cmputer Telephny Integratin, Vice Services, Unified Messaging GENERAL PRODUCT TERMS AND EVOLVE IP DELIVERABLES Unified Cmmunicatins Tw Plus Seat Tw unified cmmunicatins applicatins frm the fllwing list: UC-One, Lync Cnnect, Ggle Cnnect, Salesfrce Cnnect, ZenDesk Cnnect, r CRM Cnnect Extensive PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Unlimited Dmestic Usage (Based n industry standard utilizatin, restrictins may apply) (1) DID and/r extensin per seat Plycm SundPint IP 335, Plycm VVX 300 r equivalent handset Persnal Prtal Access fr users Unified Cmmunicatins Tw Seat Tw unified cmmunicatins applicatins frm the fllwing list: UC-One, Lync Cnnect, Ggle Cnnect, Salesfrce Cnnect, ZenDesk Cnnect, r CRM Cnnect Extensive PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Unlimited Dmestic Usage (Based n industry standard utilizatin, restrictins may apply) (1) DID and/r extensin per seat N handset is included in this seat type, custmers may re-use existing (apprved) handsets Persnal Prtal Access fr users Unified Cmmunicatins One Plus Seat One unified cmmunicatins applicatin frm the fllwing list: UC-One, Lync Cnnect, Ggle Cnnect, Salesfrce Cnnect, ZenDesk Cnnect, r CRM Cnnect Extensive PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Unlimited Dmestic Usage (Based n industry standard utilizatin, restrictins may apply) (1) DID and/r extensin per seat Plycm SundPint IP 335, Plycm VVX 300 r equivalent handset Persnal Prtal Access fr users Unified Cmmunicatins One Seat One unified cmmunicatins applicatin frm the fllwing list: UC-One, Lync Cnnect, Ggle Cnnect, Salesfrce Cnnect, ZenDesk Cnnect, r CRM Cnnect Extensive PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Unlimited Dmestic Usage (Based n industry standard utilizatin, restrictins may apply) (1) DID and/r extensin per seat N handset is included in this seat type, custmers may re-use existing (apprved) handsets Persnal Prtal Access fr users Premium Seat Extensive PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Unlimited Dmestic Usage (Based n industry standard utilizatin, restrictins may apply) (1) DID and/r extensin per seat Aastra 6755i, Plycm SundPint IP 450, Plycm VVX 400 r equivalent handset Persnal Prtal Access fr users Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 7

8 Enhanced Seat Extensive PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Unlimited Dmestic Usage (Based n industry standard utilizatin, restrictins may apply) (1) DID and/r extensin per seat Plycm SundPint IP 335, Plycm VVX 300 r equivalent handset Persnal Prtal Access fr users Standard Seat Standard PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Unlimited Dmestic Usage(Based n industry standard utilizatin, restrictins may apply) (1) extensin per seat Aastra 6731i, Plycm SundPint IP 335, Plycm VVX 300 r equivalent handset Persnal Prtal Access fr users Cmmn Area Statin: Standard PBX feature package fr each seat as per current Evlved Office: HPBX feature list. Rated Dmestic Usage at Evlve IP standard rates r as specified n Order Frm (1) DID and/r extensin per seat Aastra 6731i, Plycm SundPint 321, Plycm VVX 300 r equivalent handset If selected n Sales Order, Cnverged Netwrk Bundles include POE Switch (20 users: 24 Prt POE, 40 users: 48 Prt POE), Managed Ruter, Managed Firewall (Premise Based) if Security bundle is selected n Sales Order, Vice COS/QOS Ruting (2 COS rutes). VPN users will require a Managed Cisc ASA r equivalent t be selected n Sales Order Aut-attendants as specified n rder frm). Usage riginating frm an Aut Attendant, and terminating n a number utside f the Evlve IP Netwrk will be billed at Evlve IP standard rates r as specified n Order Frm. T1/DS3/Fiber Access: Quantity and circuit type as specified n rder frm. T1/DS3/Fiber Internet Prt: As specified n rder frm. Includes Dynamic Internet Access (Maximum speed as specified n rder) 1 Main Number/Outbund calling line ID per lcatin Main Number will be statically ruted t ne f the fllwing ptins Evlved Office: HPBX User Call Center ACD Hunt Grup Aut Attendant Main Number Time f Day ruting (Business Hurs/After Hurs) r Selective Number ruting requires Enhanced Ruting prduct Enhanced Ruting : Allws Main Number t be ruted based n Time f Day/Selective Number Enhanced Ruting - Additinal Number : Allws additinal number t fllw same rute path as Main Number Up t 10 Additinal numbers can be assigned same rute path ptins as Main Number Hunt Grups- Up t 5 users can be assigned t a Simultaneus Hunt Grup. If mre users are required, additinal charges will apply, and will require Evlve IP Engineering apprval. Usage riginating frm a Hunt Grup, and terminating n a number utside f the Evlve IP Netwrk will be billed at Evlve IP standard rates r as specified n Order Frm. Additinal Usage Based Services (nt included in Unlimited Dmestic Calling) Internatinal and Canadian Terminatin Tll Free (8xx) Usage Cnferencing Services (Web and/r Audi) Calls riginating frm the fllwing license types, and terminating t a number utside f the Evlve IP netwrk Aut Attendants Hunt Grups Call Center ACD Grup Call Extensin(Push t Talk) Executive Assistant Upgrades, per Assistant/Emplyee as specified n rder frm Aastra 57i r Plycm SundPint IP 650 telephne upgrade (this prvides additinal space and buttns necessary fr Call Cverage) Expansin mdule fr either handset listed abve Cnfiguratin fr Executive Phne Mnitring and Supprt, including: Up t 4 mnitred Executives Visual indicatin n handset f Executive/Assistant call status Aastra 6757i r Plycm 650 Expansin mdule, per assistant Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 8

9 Feature Presentatin n Phnes, such as transfer direct t Vic fr supprted lines and Intercm t/frm supprted Executive(s) Direct Evlve IP Supprt resurce fr 30 days fllwing implementatin (with Training and Implementatin package selected n Order frm) Additinal 1 Hur Training tailred specifically t Executive Administratr/Call Supprt Persnnel per lcatin (with Training and Implementatin package selected n rder frm) Sftware / Feature Applicatins (as specified n rder frm) Including but nt limited t: Receptinist, Call Center, UC-One, Unity Evlved Office UC-One (as specified n sales rder): Prvide applicatin and licensing t Premium users fr dwnlad t PC & MAC desktps Prvide free dwnlad f mbility applicatin in Ggle Play and Apple apps stres fr dwnlads t iphne and Andrid devices Audi cnferencing is nt included in the UC-One mnthly and is a usage based prduct billed separately Call Center: Prvide ACD (Queue) with Maximum number f queued calls determined by prduct selected and Evlve IP standard prduct feature Prvide Agent and Supervisr licensing based n prduct selected n Sales Order Prvide Agent and Supervisr client licensing (sftware r web client) based n prducts specified n Sales Order Prvide Management interface fr custmer t make all Call Center changes If interface des nt prvide functinality fr custmer t make Call Center changes, Evlve IP will perfrm changes at Evlve IP standard dcumented supprt intervals Prvide standard reprting based n Evlve IP published Call Center Reprting guide Additinal r custm reprts can be prvided fr additinal charges, based n custmer prvided requirements Call Recrding: Prvide Call recrding services based n prduct selected n sales rder Basic near real time FTP delivery f call recrdings, based n users cnfigured Standard prtal access and view f call recrdings. Standard retentin perid is 30 days Retentin abve 30 days must be selected n sales rder Premium Near real time FTP delivery and prtal access and view f call recrdings. Standard prtal retentin is 30 days. Retentin abve 30 days must be selected n sales rder Evlve Analyst (Pwered by Birst): Prvides enhanced reprting data int a BI tl allwing the custmer t create dashbards and custmizable reprting views. Prvide cncurrent call paths based n industry standard algrithms. Users are limited t 3 cncurrent calls unless apprved by Evlve IP Engineering Virtual Extensins (as specified n rder frm): Virtual Extensins include a PBX extensin (DID if selected n rder frm), inclusin in Grup Directry, Call Frward Always Feature. Usage is rated per minute utside f the Evlve IP Netwrk. Analg prts (as specified n rder frm) Grup and/r persnal vfax (as specified n rder frm) Vice Cntinuity Services (as specified n rder frm) Grup paging (if specified n rder frm) POE switch (24 r 48 prt) required n rder frm Up t tw (2) distinct grups as defined by custmer If custmer is prviding switches, switches must supprt multicast fr paging. Overhead Paging: Evlve IP will prvide a standard analg (RJ11) ringing line t an interface n the custmer paging system r thrugh an adaptr r cntrl unit supplied and installed by custmer (Requires Analg Line n rder frm). All Paging equipment prvided by Evlve IP beynd the vice gateway is sld t the custmer and may be installed by Evlve IP fr Prfessinal Services. All ging-frward supprt f the device(s) is the respnsibility f the custmer. Dr Bxes/Dr Paging: Evlve IP will prvide a virtual extensin via Ethernet handff t custmer dr bx (Requires Virtual Extensin n rder frm) Published prduct feature list and rates fr usage-based prducts can be prvided upn request. Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 9

10 EVOLVE IP RESPONSIBILITIES: PROJECT MANAGEMENT, CONFIGURATION, ONGOING SERVICE Prducts Listed belw must be selected n Sales Order Evlved Office: HPBX - Service Cnfiguratin Register Main Numbers, DIDs, and lcatins with the apprpriate 911 authrity Register main number(s) with directry assistance Prt custmer phne numbers frm current CLEC r RBOC (if applicable and LNP is available) r assign new numbers as applicable Review and Cnfigure services accrding t Custmer-prvided Service Implementatin Guide. Any services requested r specified n the call flw cnfiguratin prvided by the custmer is authrizatin fr billing f thse services at Evlve IP standard rates. Review and cnfigure main number custmer call-flw based n prduct capability and rder specificatin Prtal Access - Prvide Web Prtal address and lgin infrmatin (Grup Administratr level) Standard Handset Service Cnfiguratin and delivery (standard shipping charges apply) Evlved Office: HPBX: Licenses, Features and sftware applicatins are cnfigured per Sales Order. Any services requested r specified by the custmer is authrizatin fr billing f thse services at Evlve IP standard rates. Activatin f prvisined services thrugh the Evlve IP SAC (Service Activatin Center) Evlved Office: HPBX Advanced User Cnfiguratin Prvide cnsultatin with Evlve IP SME relative t best practices, and assciated change management fr Advanced (Executive/Executive Assistant/Receptinist) users in custmer enterprise Preparatin fr Advanced User (Executive Assistant/Executive) setup and cnfiguratin Line Mnitr: Cnfiguratin f Busy Lamp Field Handset cnfiguratin fr applicable users accrding t details prvided by custmer. Line Manage: Cnfiguratin f Shared Call Appearance handset cnfiguratin fr applicable users accrding t details prvided by custmer Prvide access t Evlve IP Best Practices dcumentatin Activatin and cnfiguratin mdificatin thrugh the Evlve IP SAC (Service Activatin Center) Evlved Office: HPBX Call Center ACD Service Cnfiguratin Initial queue/acd cnfiguratin (if selected n Sales Order): Up-frnt design sessin/call center rientatin Preparatin and Cnfiguratin f initial queue Cnsultatin and Implementatin f ACD Call Flw including Ruting plicies accrding t Call Center feature package selected n Sales Order Pst G-Live Health Check, if scheduled by custmer Creatin f DNIS(s) name and number/extensin t the ACD (Queue) Initial implementatin f standard reprting packages at Queue level Access t Evlve IP Knwledge Base, including User, Admin, and Prduct Guides Additinal queue/acd cnfiguratin ptins (if selected n Sales Order): ACD Shell Cnfiguratin: Setup f ACD based n standard settings r exact settings frm previus custmer ACD Custmer queue/acd setup: Cnsult with Evlve IP SME and cnfiguratin f unique call ruting settings and plicies Additinal Prfessinal Services ptins (nt included in cnfiguratin packages, and billed per hur) *Uplading custm annuncements Assignment f Agents/Supervisrs t call centers Assignment f Agents t Supervisrs DNIS design, creatin, and implementatin. Call Center cnsulting services Netwrk Device Cnfiguratin and Remte Supprt Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 10

11 Access t Evlve IP cnverged netwrk best practices Service cnfiguratin and remte supprt fr up t (2) Evlve IP prvided Netwrk Devices, based n Evlve IP best practices and technical infrmatin prvided by custmer Custmer requested cnfiguratins utside f Evlve IP best practices are subject t the apprval f Evlve IP engineering. Additinal charges will apply. Additinal devices requiring cnfiguratin by Evlve IP will be billed at standard rates, r as therwise specified n Sales Order Tw hurs remte cnsultatin and supprt fr lcatin activatin Must be pre-scheduled with Evlve IP at least 3 business days in advance SAC business hur availability is 7AM 9 PM EST Additinal cnsultatin available at Evlve IP standard NIPPS rates Cnfigure any Evlve IP prvided primary and secndary DNS services. Fault reslutin, Quality f Service (QS), and perfrmance reprting n equipment t ensure uptime, if applicable. Spikes in equipment perfrmance will be cmmunicated t custmer by phne r Vice Cntinuity Service Cnfiguratin Third Party Bradband (Public IP) cnnectin instructins int Evlve IP prvided equipment Ruting plicy cnfiguratin as prvided t Evlve IP n Technical Services frm Primary and Secndary Vice plicy Primary Data service Remte Testing f Vice Failver frm primary t secndary WAN link Access t best practice dcument fr nging custmer testing f Vice Cntinuity service Access t Evlve IP NSOC fr mnthly testing f service (must be scheduled in advance) Data Cntinuity Service Cnfiguratin Bradband/3rd Party installatin instructins t cnnect t Evlve IP prvided equipment Ruting plicy Service Implementatin as prvided t Evlve IP n Technical Services frm Primary and Secndary Vice plicy Primary and Secndary Data service Remte Testing f Data Failver frm primary private t secndary public (via VPN) Access t best practice dcument fr nging custmer testing f Data Cntinuity service Access t Evlve IP NSOC fr mnthly testing f services (must be scheduled in advance) EVOLVE IP RESPONSIBILITIES: ON-SITE LABOR Prducts Listed belw must be selected n Sales Order T1 Access Installatin Order and crdinatin f access circuit(s), as specified n rder frm, t demarcatin pint utilizing available facilities Prvide extensin f T1 circuit(s) rdered by Evlve IP t custmer Demarcatin pint Verify and test circuit installatin Verify Internet cnnectivity t Evlve IP DNS server using the ping and nslkup utilities Any additinal visits t the Custmer premises as a result f Custmer r Custmers' vendr's delays, r recnfiguratin f service when access services have been installed will be billable at Evlve IP standard hurly rates. Ethernet/DS3 Access Installatin Order and crdinatin f access circuit(s) t demarcatin pint utilizing available facilities Includes extensin f T1 circuit t custmer Demarcatin pint Verify and test circuit installatin Verify Internet cnnectivity t Evlve IP DNS server using the ping and nslkup utilities LEC/RBOC Lcal Lp nn-recurring fees Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 11

12 On-Site Netwrk Installatin (1) Site Survey per lcatin selected n Sales Order- Includes Visual Inspectin f Telc/Netwrk clset t ensure prper cnditins t huse Evlve IP prvided equipment. Visual inspectin f cabling in Telc / Netwrk clset t ensure VIP cmpatibility Discussin f cnverged netwrk best practices with custmer Service cnfiguratin and supprt fr up t (2) Evlve IP prvided Netwrk Devices, based n netwrk specificatins Custmer requested cnfiguratins utside f Evlve IP best practices are subject t the apprval f Evlve IP engineering. Additinal charges will apply. Additinal devices requiring cnfiguratin by Evlve IP will be billed at standard rates, r as therwise specified n Sales Order Handset Installatin fr first 20 phnes, additinal Handsets inviced at standard Evlve IP rates Un-bxing and assembling f handsets Staging f handsets t desks accrding t custmer prvided flr plan Cnfirmatin f handset registratin with Evlved Office: HPBX service Handset testing Dialtne, Outbund Calling Advanced User Handset Cnfiguratin testing and acceptance Line Manage and Line Mnitr EVOLVE IP RESPONSIBILITIES: TRAINING Prducts Listed belw must be selected n Sales Order Standard Training Prvide schedule fr instructr led WebEx Training Sessins, including Basic Handset features/functinality Evlved Assistant tlbar features/functinality Advanced User call handling and advanced call flw Receptinist Applicatin Training Call Center Agent Sftware and Unity Agent Sftware Training Call Center Supervisr Sftware and Reprting Training Access t the Evlve IP Knwledge Base and Supprt resurces Premium Training Wrk with Grup Administratr t finalize custm agenda and schedule fr Evlve IP Instructr led WebEx Training Sessin (20 users/sessin) Must be scheduled at least 72 hurs in advance Training sessins can include private, Web based instructin n the fllwing applicatins: Instructin n basic Handset features/functinality Instructin n Evlved Assistant tlbar features/functinality Advanced User call handling and advanced call flw Receptinist Applicatin training Advanced Handset training Call Center Agent Sftware and Unity Agent Sftware Training Call Center Supervisr Sftware and Reprting Training Access t the Evlve IP Knwledge Base and Supprt resurces Access t the Evlve IP Dcumentatin Library Access t pre-recrded, n-demand full training vides Instructin n basic Handset features/functinality Instructin n Evlved Assistant tlbar features/functinality On-Site Training and Live Supprt Evlved Office: HPBX and Call Center can include: Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 12

13 Wrk with Grup Administratr t finalize custm agenda and schedule fr Evlve IP Instructr led n-site Training Sessin Must be scheduled at least 2 weeks in advance Basic and Advanced Handset Feature/Functinality Evlved Assistant Tlbar training (Premium Users nly) Advanced User call handling and advanced call flw Receptinist Applicatin training Advanced Handset training Call Center Agent Training, including Web Agent r Unity Applicatin Training Handset verview with Call Center functins Presence and Instant Messaging (if Unity Agent is selected n Sales Order) Call Center Supervisr Training Queue Management Dashbard training (if selected n Sales Order) Call Center Supervisr Sftware Training (if selected n Sales Order) Live supprt fr Evlved Office: HPBX Handset use (if time permits) Live supprt fr Evlved Office: HPBX applicatins (if time permits) Access t fllw-up Instructr led WebEx Training Sessin Pre-scheduled, and available via user registratin Instructin n basic Handset features/functinality Instructin n Evlved Assistant tlbar features/functinality Executive Access t the Evlve IP Knwledge Base and Supprt resurces 3 RD PARTY APPLICATIONS RESOLD BY EVOLVE IP: Evlve IP establishes relatinships with 3 rd party applicatin develpers t further the prduct ffering f unified cmmunicatins. Mst applicatins integrate the EIP vice platfrm with custmer applicatins, such as: , CRM, and Instant Messaging. Evlve IP is respnsible fr acquiring and licensing the applicatin t the custmer n a per user basis Evlve IP will prvide all dcumentatin t the custmer fr installatin and supprt Evlve IP will prvide all Tier 1 supprt and prvide an assisted handff t 3 rd party applicatin develpers fr Tier 2 & Tier 3 supprt as needed Tier 1 supprt is defined as cnfirmatin that the cre platfrm, accunt and assciated users are assigned the purchased service. Any credentials needed frm Evlve IP systems can be cnfirmed t be accurate r defer the custmer t OSSmsis t reset user credentials. Tier 2 and Tier 3 supprt directly relate t the ability t use the applicatin and the functinality ffered within the applicatin. Any issues using the applicatin r expected functinality perceived t have issues will be handled by Tier 2 and Tier 3 vendr develper supprt. 3 rd Party applicatin develper will prvide all Tier 2 and Tier 3 supprt fr applicatins directly with the custmer Custmer is respnsible fr prviding all details regarding user infrmatin and technical infrmatin required t prvisin the 3 rd party applicatins Custmer is respnsible fr all hands-n setup, installatin, and cnfiguratin required t integrate the applicatins t the Evlve IP vice netwrk at bth the admin level and/r user level. Custmer agrees that user machines will meet technical minimum requirements t run the 3 rd party applicatin Custmer is respnsible fr beginning all supprt prcesses with Evlve IP first, prir t enlisting Tier 2 & Tier 3 supprt frm the 3 rd party applicatin develper Here are the current 3 rd party applicatins resld by Evlve and their current status: Evlved Office Ggle Cnnect (Cntrlled Release). Gmail integratin using Chrme brwser pwered by gunify. Evlved Office Salesfrce, Cli, and ZenDesk Cnnectr (Cntrlled Release). Salesfrce.cm integratin using Chrme brwser pwered by gunify. Evlved Office Vic Scribe (Cntrlled Release). Autmated vic transcriptin delivered via and/r MMS pwered by Mutare. Evlved Office Lync Cnnect (Custmer Beta). Integratin with MS Lync clients t prvide unified cmmunicatins pwered by Cameln. Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 13

14 Evlved Office CRM Cnnect (Custmer Beta). Integratin with varius CRM applicatins t prvide unified cmmunicatins pwered by G Integratr dba Mndag. RELOCATION SERVICES: Custmers with Evlved Office HPBX Services may need t relcate ffice space and Evlve IP is prepared t help with the Hsted PBX services mve. A new sales rder with the new address n it must be signed with 30 days advance ntice t allw fr prperly prject management planning. Evlve IP ffers services with full prject management, engineering, and n-site resurces. Custmers may elect t handle sme f the services themselves in rder t receive price cncessins. Custmers prviding less than 30 day advance ntice f an ffice relcatin will be prvided a best effrt by the Evlve IP peratins team. Expedite fees will be applied fr custmers requesting a relcatin service with less than 30 day ntice. All custmer relcatin services quted n a sales rder are fr supprt during nrmal business hurs f Mnday thrugh Friday 8am 6pm ET. Prfessinal Services will be quted at an hurly rate fr services prvided utside f thse times. Evlve IP des nt mve custmer handsets during custmer relcatins. If yu require n-site persnnel frm Evlve IP t mve handsets, please infrm yur Evlve IP Sales Assciate and a sales rder will qute the hurly rate fr mving handsets. Custmers are respnsible fr the relatinship with carrier level services and Internet access nt prvided by Evlve IP. Custmers are respnsible fr btaining and cmmunicating infrmatin t Evlve IP regarding IP assignments fr existing and new lcatins fr prper planning. Evlve IP reserves the right t charge quted prfessinal services when custmers make unexpected changes t IP address schemes that impact the delivery f HPBX services. Prvide all infrmatin requested by Evlve IP Prject Management in a cmplete and timely fashin (including but nt limited t: Cnfiguratin Questinnaire, E911 Plicy, Site layut, Letter f Agency, LAN & 3 rd Party Internet access dcumentatin, and IP Address Justificatins (abve 16 addresses) Supply, install, cnfigure, maintain, and prvide dcumentatin t Evlve IP fr all Cmmunicatins and Netwrking CPE nt managed by Evlve IP. Cnfigure new IP address assignments n any hardware and/r sftware nt managed by Evlve IP Prvide infrmatin f primary and secndary cntacts with phne, pager and/r address Supply sufficient grunded and cnditined AC pwer fr Evlve IP prvided equipment. Evlve IP is nt respnsible fr damaged equipment frm pwer surges; equipment and supprt fr damaged equipment frm pwer will be billed back t the custmer. Safely stre Evlve IP prvided equipment under apprpriate climatic/physical cnditins Grup Paging (thrugh phnes): If custmer is prviding switches, switches MUST supprt Multicast paging Overhead Paging: Custmer will prvide any adaptr r units necessary t integrate with the Evlved Office: HPBX service Evlve IP can recmmend 3 rd parties with relevant experience Dr Bxes/Dr Paging: Custmer will prvide dr bx, pwer, all electrical wrk required and Ethernet prt fr handff f virtual extensin. Evlve IP can recmmend 3 rd parties with relevant experience T permit cmplete access t Evlve IP service persnnel in the event that a visit is scheduled and t be present during the scheduled time frame. If custmer is nt present at stated lcatin during scheduled visit, additinal Prfessinal Services fees are applicable Prvide a clean, safe envirnment fr Evlve IP Technicians t install service Custmers are respnsible fr the installatin f phnes where desks exceed 200 lbs and are bstructing access t LAN prts. Custmers are respnsible fr the assignment f agents t supervisrs fr all Call Center Cnfiguratins. Custmers are respnsible fr the assignment f agent/supervisrs t queues (ACD), unless cntracted t Evlve IP as additinal engagement. Custmers are respnsible fr all uplad f custmized annuncements fr all queues (ACD), aut-attendants, and music n hld. Evlve IP can prvide prfessinal vice talent fr an additinal fee. Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 14

15 Call Center custmers are respnsible fr ruting changes within their queues, unless cntracted t Evlve IP as additinal engagement. Call Center custmers are respnsible fr any filtered CDR reprting t be added and/r mdified. Call Center custmers are respnsible fr cnfiguring DNIS settings t specificatin Evlve Analyst (Pwered by Birst) custmers are respnsible fr any custm cnfiguratin and cnnectins and must engage a third party vendr. Maintain minimum PC and Operating System standards fr all sftware applicatins deplyed Maintain / Cnfigure Wiring and LAN/WAN equipment (switches and ruters nt managed by Evlve IP) t the fllwing VIP standards: N single applicatin accunts fr greater than 30% f all LAN traffic (fr prper queuing) All internal cabling is CAT 5, CAT 5E, CAT 6, r is therwise capable f delivering at least 100mbps t the end device All jacks at the wrk statin and n the patch panel are neatly labeled. Ttal traffic des nt regularly exceed 75% f the ttal available bandwidth Packet Lss < 1% N in-line netwrk hubs between switch and Evlve IP handset. If Custmer is prviding LAN switches they must have individual VLANS fr vice and data accrding t Evlve IP prvided instructins. Custmer must disclse any and all netwrk hubs and/r switches t Evlve IP. In the event that these devices are nt knwn r are nt disclsed, telephne system call quality may be affected and Custmer s netwrk will need t be assessed and recnfigured during r after the implementatin fr additinal fees. If these standards are nt met, telephne call quality may be affected. In the event that the custmer is unwilling / unable t supprt r manage the LAN/WAN t these specific requirements, Evlve IP can prvide ptins fr LAN assessment and management. After activatin f Evlve IP services, Custmer assumes all respnsibility fr any alteratins made t their netwrk and shall nt hld Evlve IP liable fr any service interruptins r impairments caused by such changes r by LAN/WAN netwrk quality issues (as described herein) utside f Evlve IP s cntrl. If Evlve IP is nt prviding netwrk access, it is the custmer s sle respnsibility t prvide Business Class Bradband Internet access with at least 1 Static IP address dedicated t EIP ruter, mre may be needed(generally an upgrade n cmmercial Bradband prducts and may incur additinal csts) and manage the relatinship with Bradband vendr. Engage Internet Service prvider fr supprt in the event f a service utage and/r vice quality degradatin r at the request f Evlve IP Evlve IP assumes n respnsibility r accuntability fr Custmer bradband access, its supplier relatinship and relative perfrmance. Prvide Ethernet handff and static IP address fr custmer-prvided Internet access (if Vice Cntinuity is selected n sales rder) Evlve IP technical persnnel are respnsible fr deliverables listed abve, and nt fr custmer respnsibilities. In the event custmer fails t meet these respnsibilities and requires Evlve IP s invlvement t d s, custmer acknwledges that they will be billed Evlve IP s standard Prfessinal Services rates, billable in 15 minute increments with a minimum 1 hur time billed. Evlve IP technician(s) will nt perfrm any wrk withut a custmer signed wrk rder. Evlved Office: Desktp Virtual Windws 7 Desktp Infrastructure Service GENERAL PRODUCT TERMS AND EVOLVE IP DELIVERABLES Premium User Features as detailed n Evlveip.net Dedicated Windws 7 Virtual Desktp with 2GB RAM and Single Prcessr Cre Additinal memry, prcessr cres r persistent disk as detailed n sales rder Virus Prtectin Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 15

16 Access frm varius device types (capabilities based n client sftware per platfrm) Lcal Administratr Access Desktp sftware as detailed n sales rder Standard User Features as detailed n Evlveip.net Clned Windws 7 Virtual Desktp with 2GB RAM and Single Prcessr Cre Additinal memry, prcessr cres r persistent disk as detailed n sales rder Virus Prtectin Access frm varius device types (capabilities based n client sftware per platfrm) Desktp sftware as detailed n sales rder Basic User: Features as detailed n Evlveip.net Clned Windws 7 Virtual Desktp with 2GB RAM and Single Prcessr Cre Virus Prtectin Access frm varius device types (capabilities based n client sftware per platfrm) Desktp sftware as detailed n sales rder OWA nly fr Exchange access (Exchange as specified n sales rder) Evlve Desktp: Server Bundle (One Required per Custmer Dmain) includes: VMware Security Server Active Directry Server Stand-alne r Integrated t custmer AD Accmmdate up t 25 users r 200 GB f persistent strage / grup data. Additinal disk as detailed n rder frm Single glden image with a single desktp pl. Additinal pls as detailed n rder frm 3 day glden image ffsite backup Internet Prt (frm server and desktp t Internet) Clud Firewall (see Clud Firewall SOW) Administrative-level access Basic server supprt services including: mnitring, emergency rebt services, cnnectivity and emergency assessment, and replacement f faulty hardware. WAN Access and Equipment as specified n rder frm (see Managed Netwrk Services SOW) Published prduct feature list can be prvided upn request. EVOLVE IP RESPONSIBILITIES: PROJECT MANAGEMENT, CONFIGURATION, ONGOING SERVICE Order and crdinate installatin f access circuit(s) if specified n sales rder (see Managed Netwrk Services) Review Custmer-prvided Cnfiguratin Questinnaire Review and cnfigure service based n prduct capability and rder specificatin Prvide Lgin infrmatin t VM / AD Server Prtal Access - Prvide Web Prtal address and lgin infrmatin (Grup Administratr level). Cnfigure any Evlve IP prvided primary and secndary DNS services (if access is being prvided by Evlve IP) 24x7 mnitring by Evlve IP Engineering Team Fault reslutin and reprting n Evlve IP equipment perfrmance t ensure uptime. Ntify custmer (within reasnable time frame) f any planned platfrm maintenance that will render the service unusable fr a perid f time EVOLVE IP RESPONSIBILITIES: ON-SITE LABOR Nne (unless required fr Evlved Office: HPBX r Managed Netwrk Services installatin) EVOLVE IP RESPONSIBILITIES: TRAINING AND SUPPORT Instructr-led Web Based training available n predefined schedule Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 16

17 Onging unlimited TAC supprt (frm GA r designated cntact nly) fr nn training related issues Prvide all infrmatin requested by Evlve IP Prject Management in a cmplete and timely fashin Prvide infrmatin f primary and secndary cntacts with phne, pager and/r address Ensure licensing cmpliance (EULA) with any sftware installed n desktps/server including sftware preinstalled by Evlve IP. Each Evlved Office: Desktp is licensed with a Micrsft VDA (Virtual Desktp Access) license which cvers streaming f Windws 7 t a single custmer supplied device. If the custmer intends t access a single desktp frm mre than ne device, the custmer must purchase additinal VDA licenses frm Evlve IP. Prvide qualified IT supprt t end-users Maintain and supprt client devices used t access the Evlved Office: Desktp All custmer end pints (Windws and MAC PCs, Thin Clients, Tablets) must supprt VM View 5.0 r greater. T ensure that yur perating system r device will supprt the VMview Client (5.0 r greater), cnsult user dcumentatin fund here. (http://www.vmware.cm/resurces/cmpatibility/search.php?devicecategry=vdm) While every effrt is made t ensure feature parity between the varius client OS and Device types used t access the Evlved Office: Desktp, differences in features and capabilities d exist. The custmer is respnsible fr ensuring that they understand these differences and that their chsen platfrm (Equipment, OS) will meet their business requirements. Maintain and supprt lcal and netwrk peripherals (printers, scanners) Maintain Premium (Dedicated) desktp infrastructure Administratr access is prvided t Dedicated Desktps. Custmer is respnsible fr administratin f desktps thrugh individual management, Glbal Plicies n their Active Directry r via third party desktp management tls. Create clned (glden) image frm Evlve IP prvided template and test Maintain apprpriate cntrls fr desktp maintenance Fr Integrated A/D, Server bundle will be prvisined as a site ff f Custmer s AD, in which case, custmer s Grup Plicy Objects (GPO) will gvern Evlved Office Desktps (including patching). Fr Stand-alne A/D, Server bundle will be precnfigured with recmmended GPOs fr patching and updating f applicatins. Custmer is respnsible fr standard administratin f this server. Supprt Custmer-prvided third-party applicatins Migrate and manage custmer data. Perfrm systems administratin and sftware updates t the server(s) as necessary Backup data cnsistent with crprate retentin plicies. While Evlved Office: Desktp is supprted by redundant strage, it des nt include histrical backup. It is recmmended that the custmer select Evlve IP s Reflectin DBR service fr this purpse. Any actin taken by the custmer that limits perfrmance r perability f the A/D server r Desktp at the applicatin r OS level, including changing netwrk settings, ICF r administratr default settings, is the custmer s respnsibility. Additinal prfessinal service fees may apply if Evlve IP is required t assist t bring service back t nrmal peratin. Custmer is respnsible fr the security f their wn netwrk elements and equipment, unless therwise specified, this includes cmputers r hardware used t access Evlved Desktp services and custmer-wned A/D servers and equipment. Any supprt prvided t the custmer t restre services as a result f security breach n custmer-wned and perated equipment will be charged at the applicable prfessinal services rate. Custmer is respnsible fr bth lcal and virtual AV security sftware. This includes, but is nt limited t, exceptin management, virtus remediatin and updates and patching. Ensure custmer devices have apprpriate access t the Evlve IP netwrk at apprpriate bandwidth and quality levels: 100Kbps average per desktp Packet Lss < 1% Netwrk Latency < 100ms If Evlve IP is nt prviding netwrk access, it is the custmer s sle respnsibility t prvide quality Internet Access services. Fr best result, Evlve IP recmmends Business Class Bradband Internet access with Static IP address (generally an upgrade n cmmercial Bradband prducts and may incur additinal csts) and manage the relatinship with Bradband vendr. Engage Internet Service prvider fr supprt in the event f a service utage and/r desktp quality degradatin r at the request f Evlve IP Evlve IP assumes n respnsibility r accuntability fr Custmer bradband access, its supplier relatinship and relative perfrmance. Evlve IP technical persnnel are respnsible fr Evlve IP deliverables listed abve, and nt fr custmer respnsibilities. In the event custmer fails t meet these respnsibilities and requires Evlve IP s invlvement t d s, custmer acknwledges that they will be billed Evlve IP s standard Prfessinal Services rate f $200/hr, billable in 15 minute increments. Evlve IP technician(s) will nt perfrm any wrk withut a custmer signed wrk rder. Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 17

18 Clud Firewall Netwrk-based Firewall prtectin f Evlve IP prvided Internet Access GENERAL PRODUCT TERMS AND EVOLVE IP DELIVERABLES Netwrk-based Stateful Inspectin Firewall prtectin 24x7 Mnitring and fault reslutin Manufacturer recmmended patch and OS updates Applicable Perfrmance Reprting PROJECT MANAGEMENT Review Custmer-prvided Cnfiguratin Questinnaire and IP Addressing Requirements Prvisin Managed Firewall service accrding t rder and Cnfiguratin Questinnaire Review and setup custmer prvided security plicy 24x7 netwrk mnitring by Evlve IP Engineering Team Fault reslutin t ensure availability. Outages and Security events will be cmmunicated t the custmer by phne, r pager Perfrm rt cause analysis n any security event and make apprpriate plicy changes, if applicable Custmer may request up t 5 plicy mves, adds and changes (MACs) per mnth. Additinal (MACs) will be charged n a per incident basis Prvide all infrmatin requested by Evlve IP Prject Management in a cmplete and timely fashin (including but nt limited t: Cnfiguratin Questinnaire, Security Plicy)) Cnfigure new IP address assignments n any hardware and/r sftware nt managed by EVOLVE IP Custmer is respnsible fr OS updates and patches n lcal servers and wrkstatins, and ensuring prper cmmunicatin with Firewall Clud IDS A Netwrk based Intrusin Detectin service that extends the Evlve IP Clud Firewall t prvide active Intrusin Detectin Services. GENERAL PRODUCT TERMS AND EVOLVE IP DELIVERABLES Detectin f netwrk intrusin events, with the ability t alert n critical ccurrences Real-Time Ntificatin f critical netwrk events Onging maintenance and Lifecycle Management PROJECT MANAGEMENT Review Custmer-prvided Cnfiguratin Questinnaire and security requirement Prvisin Clud IDS service accrding t rder and Cnfiguratin Questinnaire Review and setup custmer prvided security plicy Initial security plicy tuning based n actual traffic 24x7 netwrk mnitring by Evlve IP Security Operatins Fault reslutin t ensure availability. Security events will be cmmunicated t the custmer by phne r Perfrm rt cause analysis n any security event and make apprpriate plicy changes, if applicable Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 18

19 Custmer may request up t 5 plicy mves, adds and changes (MACs) per mnth. Additinal (MACs) will be charged n a per incident basis Lg File Retentin: Evlve IP will maintain a 90 day rlling retentin f raw lg frmats (Syslg, SDE, etc). when service is cupled with Evlve IP s Security Events Management service. N lgs will be available t custmer withut Evlve IP s Security Events Management service Prvide all infrmatin requested by Evlve IP Prject Management within 30 days f receipt (including but nt limited t: Cnfiguratin Questinnaire, Security Plicy)) Managed Firewall Premise-based Firewall prtectin f Evlve IP prvided Internet Access GENERAL PRODUCT TERMS AND EVOLVE IP DELIVERABLES Netwrk-based Stateful Inspectin Firewall prtectin 24x7 Mnitring and fault reslutin Manufacturer recmmended patch and OS updates Applicable Perfrmance Reprting ASA 5505 ASA 5510 ASA 5520 ASA 5540 Feature Descriptin Descriptin Descriptin Descriptin Thrughput Up t 150 Mbps Up t 300 Mbps Up t 450 Mbps Up t 650 Mbps VPN Thrughput Up t 100 Mbps Up t 170 Mbps Up t 225 Mbps Up t 325 Mbps VPN Peers VLANS 3 (n trunking) PROJECT MANAGEMENT Review Custmer-prvided Cnfiguratin Questinnaire and IP Addressing Requirements Prvisin Managed Firewall service accrding t rder and Cnfiguratin Questinnaire Review and setup custmer prvided security plicy 24x7 netwrk mnitring by Evlve IP Engineering Team Fault reslutin t ensure availability. Outages and Security events will be cmmunicated t the custmer by phne r Perfrm rt cause analysis n any security event and make apprpriate plicy changes, if applicable Custmer may request up t 5 plicy mves, adds and changes (MACs) per mnth. Additinal (MACs) will be charged n a per incident basis Prvide all infrmatin requested by Evlve IP Prject Management within 30 days (including but nt limited t: Cnfiguratin Questinnaire, Security Plicy) Cnfigure new IP address assignments n any hardware and/r sftware nt managed by Evlve IP Custmer is respnsible fr OS updates and patches n lcal servers and wrkstatins, and ensuring prper cmmunicatin with Firewall Prvide infrmatin f primary and secndary cntacts with phne, pager and/r address Supply sufficient grunded and cnditined AC pwer fr Evlve IP prvided equipment. Safely stre Evlve IP prvided equipment under apprpriate climatic/physical cnditins Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 19

20 T permit cmplete access t Evlve IP service persnnel in the event that a visit is scheduled and t be present during the scheduled time frame. If custmer is nt present at stated lcatin during scheduled visit, additinal Prfessinal Services fees are applicable Prvide a clean, safe envirnment fr Evlve IP Technicians t install service Security Event Management Lg aggregatin, crrelatin and alerting pwered by RSA envisin, IBM Netcl & Cisc MARS platfrm GENERAL PRODUCT TERMS AND EVOLVE IP DELIVERABLES Detectin, analysis and crrelatin f events generated by custmer-identified internal and/r public-facing hsts. Built-in and custmizable reprting capabilities, ed t administratr queued daily, weekly r mnthly: Evlve IP will setup and deliver ne r a cmbinatin f the fllwing reprts: Tp 20 Devices (EPS) Tp 20 Denied Inbund by Prt Tp 20 IDS Categries Tp IDS Alarms by Categry Tp Firewall Categries Tp Bandwidth Users Tp 10 Surces f Alarms Tp 20 Cnnectins by Address 90-day rlling retentin and maintenance f cmplete lg recrds help ease the burden f cmpliance Real-time ntificatin f high-risk events via Access t Evlve IP s envisin prtal and standard dashbard reprts Custmizable dashbards can be created which may incur additinal charges fr setup Onging Maintenance and Lifecycle Management PROJECT MANAGEMENT Review Custmer-prvided Cnfiguratin Questinnaire and security requirements Prvisin Security Event Management service accrding t rder and Cnfiguratin Questinnaire Review and setup custmer prvided security cnfiguratin Train custmer administratr n RSA Envisin reprting capabilities Initial security cnfiguratin tuning and false-psitive reductin 24x7 netwrk mnitring by Evlve IP Security Operatins Fault reslutin t ensure availability. Security events will be cmmunicated t the custmer by phne r Perfrm rt cause analysis n any security event and make apprpriate plicy changes, if applicable Custmer may request up t 5 plicy mves, adds and changes (MACs) per mnth. Additinal (MACs) will be charged n a per incident basis Lg File Retentin: Evlve IP will maintain a 90 day rlling retentin f raw lg frmats (Syslg, SDE, etc). Evlve IP can prvide lnger retentin perids based n custmer need, additinal charges will apply Prvide all infrmatin requested by Evlve IP Prject Management within 30 days f receipt (including but nt limited t: Cnfiguratin Questinnaire, Security Plicy, additinal custmer netwrk infrmatin) Create and mdify any custm reprting required Retain lg files if mre than 90 days f rlling strage is needed Evlve IP 989 Old Eagle Schl Rad Suite 815 Wayne, PA Page 20

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