What is a UCENTriX Service?

Transcription

1 UCentriX Hosted Solution Service Description

2 Contents Definitions Eximus Solutions General Overview Service Provider General Overview Marketing and Documentation Portal SP Account Management Training General Engagement Process Hosted Unified Communications - Service Description UCentriX - IP-Based Unified Communications The UCentriX Application Suite Licences Provisioning and Billing Network Services provisioning and billing Payment End-user devices Optional Professional Services End-User pro-forma Support Diagram 1: Service and Support Model System Updates/Upgrades [1]

3 Definitions A. Eximus Solutions means the provider of UCentriX services and is the System Administrator. B. System Administrator is the highest level of administration of UCentriX and is performed by Eximus Solutions. C. Advoco means Advoco Software AB, the partner of Eximus Solutions that provides the software and licences for UCentriX. D. Partner means a partner of Eximus Solutions whose products and services are used to deliver the service. E. Service Provider means an organisation to which Eximus Solutions will promote and sell UCentriX to. F. Reseller means an organisation to which a Service Provider may promote and sell UCentriX through. G. End-Customer means an organisation that purchases UCentriX services via the Service Provider or Reseller. H. End-User is a person belonging to the End-Customer and actively uses UCentriX. I. Territory unless otherwise agreed in writing means the United Kingdom, including the Highlands and Islands [2]

4 1.0 Eximus Solutions 1.1 General Overview Eximus Solutions, as System Administrator, are responsible for overall delivery of the UCentriX Services and for providing services to the Service Provider s (SP) End-Customers and Resellers. The UCentriX Service is designed to be operational on a 24x7x365 basis Eximus Solutions will promote and sell the UCentriX Services and associated product through SP s under an indirect sales model Eximus Solutions will enter into dialogue with chosen SP s following initial qualification. There are a number of processes that will be followed to ensure that the SP receives the necessary information and knowledge with which to promote and sell and support UCentriX The UCentriX Website will provide information and descriptions of the UCentriX Service and products offered and will give the SP the UCentriX SP portal through which the SP can order products and services Eximus solutions have brought together a number of Partners in order to build and deliver the UCentriX Service. These chosen Partners enable Eximus Solutions to deliver a one-stop shop for SP s to deliver the UCentriX Service to the SP s and the SP s Resellers End- Customers. Eximus Solutions, with its partners, will be responsible for ensuring the deployment of new system software and development of the Service and products. Eximus Solutions will also be responsible for Release Management, and will keep SP s informed of Roadmaps and also end-of-life dates Selected SP s will be required to fulfil training and also to purchase a reference system, which the SP can then use for demonstration and/or for the SP own business telephony solution The SP s will report faults and make enquiries via the UCentriX SP Portal or by calling the UCentriX Technical Support Number. Eximus Solutions will provide 2 nd line support activities and manage 3 rd line escalation. Eximus Solutions will also build and maintain a knowledge base to assist SP s in dealing with faults and enquiries Eximus Solutions also offer a number of optional Professional Services to SP s. These additional services complement the overall UCentriX proposition. [3]

5 2.0 Service Provider 2.1 General Overview The SP will be the go-to market route for Eximus Solutions for UCentriX. The SP will have two routes to market, direct to the End-Customer and indirect through the SP s own Resellers. This model matches the configuration and structure of UCentriX The SP will sell UCentriX products and services, with the options to rebrand products, to End- Customers. All cost of sales will be met by the SP. Eximus Solutions can provide high-touch sales support for the SP on request SP will have the option to take a 30-day Trial. SP will be required to sign a 30-Day Trial T&C document. This will cover use and recovery of any accrued call costs during the trial period. The trial pack will consist of 3 (three) standard licences, 1 (one) parallel hunt group and the option to purchase SIP devices SP will be required to complete an on-boarding document. This will collect the following information: Company name - address, contact names and numbers, addresses Services required mandatory and optional Training dates Sales and Service Administration SP will be required to purchase a Reference System consisting of: 10 Standard Enterprise Licences 2 Parallel Hunt Groups Licences 1 Hunt Group Licence 1 Queue Licence 1 Attendant Group Licence 1 Attendant Licence 1 ACD Licence SP will be required to participate in formal training. Sales Training System configuration and administration SP will manage all general and sales enquiries from their End-Customers and Resellers SP will promote UCentriX and keep themselves updated in both the product and services SP will purchase a number of licences for selling to End-Customers or Resellers SP will manage the delivery of new and additional licences and services to End-Customers and Resellers SP will provide a forecast for sales of licences in the Territory SP will place orders for additional licences, services and handsets via the SP Portal SP will provide 1 st line support to the End-Customer and/or Reseller as described in section 4.9. [4]

6 2.2 Marketing and Documentation SP will have access to the SP Portal which will provide access to sales and End-Customer documentation. This information can be re-branded subject to Eximus Solutions permission The documentation is accurate and in line with the current release of documentation supplied by Advoco and other Partners Information that will be available is as follows: product documentation o system o handsets o applications technical documentation end-user documentation sample reports Contact Centre presentations Support Descriptions 2.3 Portal Eximus Solutions will provide an account for the SP to login into the SP Portal which will provide access to: Product information Sales collateral Technical documentation Ordering tools Fault Reporting Knowledgebase 2.4 SP Account Management Eximus Solutions will prepare with the SP a business plan for promoting and selling UCentriX and also prepare a sales forecast. The sales forecast will be managed through account review meetings. 2.5 Training As part of the UCentriX Service Partner engagement Eximus Solutions will provide mandatory training to the SP that will enable them to: Market, promote and sell UCentriX Configure Resellers and End-Customers Install, configure and commission licences Manage installed licences Perform Level 1 Support Other additional training services are available and are described in section [5]

7 3.0 End-Customer Engagement 3.1 General SP or SP Reseller will enter into sales negotiation with End-Customers. SP or SP Reseller will complete a form to capture End-Customer information for completing system configuration. The SP or SP Reseller will agree a date for commencement of the services. End-Customer will be advised at the time of the sale of the requirements for bandwidth, based on numbers of users, call patterns and the data traffic loadings. An End-Customer that chooses to provide their own Network Services will take responsibility to ensure that it meet the minimum standards as defined by the SP End-customer will also be required to complete a Direct Debit (DD) Mandate for collection of monies for licence fees and network services On receipt of a purchase order by the SP and a completed DD Mandate, the SP will arrange with End-Customer, and the End-Customer will make all necessary arrangements, for the installation and configuration of the solution Where the End-Customer has opted to manage the system themselves, via the End Customer Administration Portal, the End-Customer will complete the necessary training via the SP. 3.2 Engagement Process This section describes the responsibilities that the SP and End-Customers have to ensure the system provision is aligned to the End Customer requirements. It is the responsibility of the SP to ensure that the accuracy of information provided by the End Customer will enable the SP to provide a solution to meet the End-Customers requirements The SP interfaces with the End-Customer throughout the engagement process, this includes: Pre-Sales, Sales and post-sales Purchase Order Administration and fulfilment Project Management Implementation and configuration Training Support Level 1 MAC s Basic and/or advanced During the Sales Process, the SP will describe the systems and applications with the End- Customer and also offer to demonstrate the system to them. Should the End-Customer wish to proceed with the sale, then the SP will discuss with the End-Customer the process for provision and configuration. The SP will explain and discuss with the End-customer, the following: the configuration requirements of the system to meet their business solution; the optional applications available on the system; the Network Services required to support their business solution; [6]

8 the End-User Handset types and options; option to provision management of their business solution via the End Customer Administration Portal. training options. Mandatory for the End Customer Administration Portal if this option is chosen. the requirement for completion of a DD Mandate for Licence Fees and Network Services; the required delivery date All the above information will be captured by the SP and the End-Customer and SP are required to sign-off the final solution design The End Customer will be advised not to attach devices to the system that are not approved. Details of approved handsets are available on the UCentriX Website End-User agrees to pay by Direct Debit for the following services: System Licences Network Services Non-payment of Direct Debit will result in the SP placing the End-User on service stop if not remedied within 14 days after the due date The SP on completion of the pre-sales activities will complete the administration process which will confirm: data capture for all company and user information details for Direct Debit mandate for billing purposes details of network services details of licencing and system configuration handset details details of any optional services: o pre-deployment consultancy o pre-delivery network survey o training It will remain the responsibility of the SP to ensure the accuracy and completeness of the information and details captured and recorded during this process. Eximus Solutions will not be held responsible for any failure to complete this process or short-falls in data. [7]

9 4.0 Hosted Unified Communications - Service Description 4.1 UCentriX - IP-Based Unified Communications UCentriX provides an open standards-based application platform for enterprise UC to Service Providers (SP) Using UCentriX, Service Providers (SP s) can replace their End Customers legacy key systems or PBX s, or enhance existing installations with network based Unified Communications (UC) services SP s can also supply UCentriX to their Resellers to enable them to replace their End Customers legacy key systems or PBX s, or enhance existing installations with network based Unified Communications (UC) services UCentriX provides: a) flexible voice centrex services allowing users to administer their telephony services from a web portal; b) standards based UCentriX platform to give a choice of end-user terminals and interfaces, in turn allowing a range of IP handsets and soft phone clients which can be used on any compatible computer device; c) numerous Service Centre features providing advanced call centre functionality; d) a complete user support environment including Presence and Absence Management (PAM, find me follow me services), voice mail, Interactive Voice Response (IVR), and personal number (one personal number across all devices); e) mobile integration and the standards-based application architecture enables SPs to offer voice services across multiple mobile and fixed access networks providing a fixed - mobile converged offering; f) SPs with the ability to adapt the user portals to incorporate the SP s company brand, putting the SP identity on each connected desk-top, lap-top, smart-phone or PDA; g) central management capabilities to support an operating environment for billing, operational, and maintenance End-User Benefits a) Forecast annual expenditure. Provisioning modern UC services using an opex model. b) Scalability. Pay for services as you need them. c) Features. Powerful features and options on end-user desktop handset. Ability to provide solutions that include DECT. Analogue device support that provides connectivity for fax, door-entry devices, modems. [8]

10 d) Future proofing. Knowledge that the system and applications will be maintained at the with updated software releases. e) Manageability. Using simple Web-based Management tools, the ability to implement new features and control how your business manages communications. f) Deployment. Simple installation process, with no previous experience or engineering knowledge required. g) Flexibility. Enable your workforce to work remotely whilst maintaining a corporate presence. 4.2 The UCentriX Application Suite UCentriX is a complete UC applications suite for business users. The IP telephony technology provides the End Customer with a flexible, coordinated UC platform and a wide variety of functions and features. Telephones or Soft-phones on a PC connect to the Local Area Network and provide traditional business telephony features. The connection to the PSTN telephony network as well as other branch offices and home workers is made via the data network allowing a converged access solution for both data and voice. Support and maintenance is performed centrally. The system is scalable up to very large enterprises of many thousands of users UCentriX reduces the traditionally costly and time consuming processes of Moves Adds and Changes (MACs) by providing easy to use web based administration support. The SP manages its customer systems through efficient and easy-to-use administration web tools UCentriX is a hosted PBX offering providing a full set of UC features. The features are provided through converged access for both data and voice (broadband IP access) reducing access costs and enabling SP bundling With the UCentriX platform solution, SPs can offer the features and functionality of a modern private branch exchange (PBX) as a service, whereby the PBX functionality is delivered to the End Customer over their own broadband and mobile networks. The End Customer does not need to install special hardware in their premises, other than fixed telephones, and so the service requires only a small capital investment. As this is a centrally managed and delivered service there is significant reduction in on-site expenditure for support when compared to traditional models The UCentriX service can be delivered to large companies. There is no practical or physical limitation to how large or diverse an End Customer could be to benefit from the service. An End Customer organisation with offices located throughout the country, or indeed internationally, can act as though there was one central PBX in use for the whole company. The number plan can be fragmented so that each offices or region can have their own number series The UCentriX service integrates with mobile networks through its Fixed-Mobile Convergence (FMC) features, providing functionality from the end-users mobile phones. [9]

11 4.2.7 UCentriX is an open standards-based application platform for enterprise telephony. The hosted multi-tenant Voice over IP (VoIP) implementation makes the solution more scalable and more effective than traditional circuit switched or customer premise based installations The UCentriX system enables SPs to deliver a business as usual solution in which the End- User continues to use established handsets, fixed or cordless, headsets and telephony features Provisioned with every End User Licence is: UCentriX Extension services up to a maximum of 5 configured devices Presence & Absence Management Instant Messaging Free Seating Simultaneous ring Interactive Voice Response Voice Mail UCentriX portal access Mi personal management application Outlook integration Enhanced features: The following additional features extend the overall capabilities of the system offered. Softphone (Mi) Hunt Groups Auto-Attendant Operator Console Customer Contact Centre All of the above standard and enhanced features are licenced based products and end-users have the ability to purchase licences as required. 4.3 Licences Provisioning and Billing All applications and features of UCentriX are licenced objects. A Price Book is made available that details all the licences available and the monthly rental fee. Licences can be ordered in variable quantities but each order will be subject to a provisioning charge SP will purchase through Eximus Solutions licences as described in the Price Book and pay for such licences through the single billing mechanism setup via O-Bit The SP Portal will provide the mechanism for ordering of licences, product, optional services and network services. SP will be able to make selections from lists and enter quantities required. The portal will provide the total cost for all selections and qualities requested and the SP will accept these by completing the order form and providing a valid PO. [10]

12 4.3.4 The order will be received by Eximus Solutions, validated and a confirmation sent to the SP as acceptance. All orders will be verified and SP notified of rejection or acceptance in accordance with the SLA Additional licences will be delivered and installed onto the SP account in accordance with the SLA Payments would be collected via the DD Mandate at the next billing cycle. 4.4 Network Services provisioning and billing SPs have two options available to them for provisioning Network Services. Under this heading, Network Services includes: Broadband SIP Trunks Regional Numbering (DDI) Non-Geographical Numbering (NGN) Call Minutes Number Porting In Option 1 the Network Services are provided by Eximus Solutions and supported by our Network Service Provider partner O-Bit Telecom. Network Services are ordered via the Eximus Solutions SP portal In Option 1 all charges relating to the Network Services provided by Eximus Solutions will be charged monthly via the O-Bit billing platform Alternately in Option 2, the SP can opt to have the Network Services provided by a 3 rd party of its choice. If a SP chooses this second option, then the SP will complete a Technical Enquiry Request (TER) which will gather the information necessary for Eximus Solutions to engage and carry out interoperability testing For the purposes of provision of SIP trunks, UCentriX supports the following RFC s: Needs RFC 793: Transmission Control Protocol RFC 3261: SIP: Session Initiation Protocol RFC 2327: SDP Session Description Protocol RFC 3311: The SIP UPDATE method used FC 2833: RTP Payload for DTMF digits RFC 2782: DNS SRV record RFC 3263: Locating SIP Servers (NAPTR/SRV records) RFC 3325: Private Extensions for Asserted Identity within Trusted Networks RFC 3398: ISDN/ISUP to SIP mapping Draft-levy-sip-diversion-07: RDNIS For billing in Option 2, Eximus Solutions will provide CDR (Call Data Records) files in order for the SP to reconcile billing information against their network providers billing platform. The [11]

13 CDR files will be provided within 3 working days following the end of the previous billing month Eximus Solutions will also provide Call Record Formats (CRF) and sample billing data to enable the SPs Network Services partner to test their billing platforms UCentriX, as a hosted telephony platform, provides the means by which to place Emergency Calls to either 999 or 112 services. Due to the nature of hosted telephony, the emergency operator may not be able to correctly identify the location from which the call is being made. Additional information will be requested and will need to be offered when placing an Emergency Call. Please see the section on 999 and 112 Support and Management in section 4.11 at the end of this Service Description 4.5 Payment Eximus Solutions have setup a One-Bill mechanism via its partner O-Bit Telecom. This facility provides the means to collect of payments through a Direct Debit payment All SP s will be required to complete a Direct Debit mandate which will authorise Eximus Solutions, via its partner O-Bit to collect all monies owed on a monthly billing cycle Notices of monies owed will be despatched to the SP providing details of the items to be billed for that period at the beginning of each calendar month Payments will be taken automatically by O-Bit 14 days after serving the Notice. 4.6 End-user devices SPs will have two options for the selection and provision of End-User handsets In Option 1, Eximus Solutions provides details of SIP handsets that have been approved to fully integrate with the UCentriX platform. That approval confirms that the UCentriX platform will provide the necessary configuration files to support that SIP handset. Details and costs of the SIP approved handsets will be provided to the SP so that the SP can make that information available on the SP s Portal SP s can place orders for chosen handsets the SP Portal and have these handsets configured so that they may be despatched under the SP s own branding. Details of the charges associated with this service are contained within the Price Book Alternatively in Option 2, SP s can source approved handsets via existing 3 rd parties and provision these themselves using the configuration process shown during the SP training UCentriX also supports analogue devices through the provision of an Analogue Telephony Adaptor (ATA). This device is configured with two analogue ports into which various types of analogue devices can be directly attached. These ATA devices can be purchased via the SP Portal or sourced directly by the SP. Details of the charges associated with these products are contained within the Price Book [12]

14 4.7 Optional Professional Services Eximus Solutions can support the SP by providing additional professional services which the SP can then offer to the End Customer. These services can be purchased from Eximus Solutions via the SP portal or performed directly by the SP Health Check - during the initial engagement with the End Customer, the SP will discuss with the End Customer the potential impact on the performance and reliability of the UCentriX solution if the local network does not meet standards as defined by Eximus Solutions. The SP can offer a Pre-Deployment Network Health Check. This Health Check involves running various tests on the local network and measuring network parameters such Quality of Service (QoS), latency and jitter. The results of the Health check will be provided to the End Customer for comparison against the required service standard performance levels Eximus Solutions do not guarantee the performance of UCentriX if deployed on a network that does not meet the required standards, details of which will be available on the SP portal Project Management of the implementation and migration to the UCentriX platform can be provided by Eximus Solutions and ordered via the SP portal. This will ensure that the implementation and migration to the UCentriX platform is fully managed and will enable agreed milestones to be achieved Alternatively the SP can also provide a Project Management service directly Training can be provided by Eximus Solutions to the End Customer. Full description and content of the training can be found on the SP portal Alternatively the SP can provide Training directly Costs of all of the above optional professional services can be found in the Price Book and on the SP Portal. 4.8 End-User pro-forma The End User pro-forma gathers information which is used to capture all information necessary for configuration on the UCentriX platform and provides the data needed to enable the provision of chosen applications and services It is the SP or SP s Reseller responsibility to collect all the necessary information and configuration data to enable the build configuration of the End-Customers UCentriX solution The SP or SP s Reseller will also ensure that a Direct Debit Mandate is completed to enable collection of monies via the One-Bill mechanism. This information should be sufficient to also enable relevant financial checks to be completed. The pro-forma and its completion are discussed during the SP Administration training. 4.9 Support UCentriX is monitored 24x7x365 by a Systems Management Applications suite. The system constantly monitors performance and events across all hardware platforms and applications [13]

15 that collectively make up UCentriX. Events are automatically raised to Eximus Solutions and our partner Advoco who will actively investigate the event and take any necessary action to remedy the issue. This management suite also collects performance and usage data which enables Eximus Solutions, along with its partner Advoco, to proactively manage the systems and may provide corrective action before a fault occurs. Eximus Solutions may post on the SP portal results of corrective actions taken if it is felt that the actions taken will impact on the service The SP will provide first line support and will handle all Customer fault logging. The SP will complete the fault log capturing all of the information required in the fault log pro-forma Eximus Solutions will provide 2 nd line support to the SP. This will consist of a Technical Helpdesk and an SP Portal with access to online fault logging. A single contact number will be issued for the Technical Desk, which will be manned between 09:00 and Monday to Friday excluding Bank Holidays (the Core Hours). Outside of these hours, the SP will use the online Fault Reporting system for all faults. Technical and Sales enquiries will not be handled outside of the Core Hours. Where an SLA applies for fault rectification, the clock will start when the SP has provided to Eximus Solutions Technical Desk all the relevant information contained in the fault log. The clock will stop when a solution or work around supplied by Eximus Solutions has been applied. SP will verify this and inform Eximus Solutions when the fault can be closed With the implementation of the Systems Management Applications Suite, all critical and service affecting faults will be actively managed by Eximus Solutions SP s that raise a fault via the SP portal or Technical Helpdesk Number will have the fault assigned a severity level. Severity Level Assignment 1 Critical 2 Service Affecting 3 Intermittent 4 Non-Service Affecting Description Has major customer impact. A major fault impacting the total system operation or system functionality, affecting the system reliability. A serious malfunction causing the system or a specific area of to become inoperative or a severe degradation of the system or feature, but not the whole system. Minor system impact. Faults that have minimal impact on the functionality of the system of feature. Faults that have no impact on the normal day to day operation of the system of features. Fixed during next software update. Table 1, Fault Severity Levels and Assignments Eximus solutions, along with its partner Advoco, will use all reasonable endeavours to resolve faults reported during the core hours within the following response and correction times. [14]

16 Severity Level Assignment Workaround Permanent Fix 1 Critical 9 Working hours 10 Business Days 2 Service Affecting 13 Working hours 10 Business Days 3 Intermittent 19 Working hours 10 Business Days 4 Non-Service Affecting Not Applicable Next Release Table 2, Workaround and Permanent Fix Information Requests will be managed under SLA s as described in Table 3. Response Completion Business Hours to Mon - Fri Sales 8 Working hours 2 days Service Next Working Day 2 days Technical 8 Working hours 1 day Table 3, Information Requests Response and Completion Where a fault cannot be dealt with through the 2 nd line support from Eximus Solutions, these will be escalated to Advoco for 3 rd line support. Eximus Solutions will manage all 3 rd line escalation to Advoco and keep the SP fully informed of progress until completion and closure of the fault. Intermittent and Non-service Affecting faults will be managed by Eximus Solutions and Advoco according to the assigned severity. At the time of reporting the fault, the SP may request urgent resolution if the issue is deemed to be Critical or Service affecting. Eximus Solutions will verify this and if qualified, assign a Severity Level 1 on Advoco Diagram 1 shows the activities that take place at each level of the service and support model for UCentriX. Where there is replication of activities, this means that there are shared activities. This ensures consistency of support and information. [15]

17 4.10 System Updates/Upgrades Diagram 1: Service and Support Model The implementation of updates or upgrades will follow provision and testing of the new software on the Advoco lab systems and on the Advoco live platform A release document will be issued to all SP s prior to any update or upgrade detailing the changes or new features that are introduced as a result of the update or upgrade The system architecture dictates that all updates or upgrades (new releases, fixes, patches) will be applied to the UCentriX system at the same time. Implementation will be subject to notice of 10 days to all SP s prior to the update or upgrade activity. The update or upgrade will be implemented between the hours 10.00pm and 06.00am All documentation impacted by the update or upgrade will be revised and available in line with the implementation date UCentriX and or/its partner Advoco reserves the right to: a) make corrections or improvements to the products and documentation at any time without notice or [16]

18 b) to discontinue Services for the products or any component thereof, at any time upon at least 90 days written notice For the duration of the License Agreement Eximus Solutions undertakes to make available to the SP free of further charge both minor and service releases and 112 Support and Management The SP will be required to provide notices or warnings to its Resellers and End-Customers and require them to provide the same to their end users of SIP and VOIP Products which will include but not limited to the following: a. The UCentriX service locally will be interrupted if the local power to the system is interrupted or if the end user s local network services or local area network ( LAN ) is interrupted. b. UCentriX does not provide the location of a phone extension to emergency services when an end user calls emergency services. Certain laws may require the end user operating a hosted VoIP product, such as UCentriX, to provide emergency services with the physical location/address of a phone extension that calls emergency services, in addition to the caller s telephone number. The end user is responsible for compliance with such laws including but not limited to The Privacy and Electronic Communications (EC Directive) Regulations 2003 and HSE EFAW. c. The end user should keep at least one of its telephone lines connected to a telephone that (1) is separate from UCentriX and (2) does not require separate power in order to have the dual capability with which to dial the emergency services. d. UCentriX is not designed to run completely without faults. The system is not designed, manufactured or intended for any purpose requiring fail-safe performance in which system failure could lead to death, serious personal injury, severe physical or environmental damage ( High Risk Activities ). [17]