If you are ready to order please contact: Jon Shelby at Pam Taylor at

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1 Continuant is currently under the Texas DIR contract DIR-SDD-2254 which allows us to provide our services to all state and local Texas entities with little to no negotiation. For more information please go to: Continuant Maintenance and Support maximizes network uptime with comprehensive services including Advanced Hardware Replacement, 24/7/365 Technical Assistance Center (TAC), Software Support, and dashboard visibility through the MyContinuant Customer Portal. If you are ready to order please contact: Jon Shelby at Pam Taylor at For more information on Continuant products and services please continue reading.

2 Continuant Corporate Overview Our customer-centered service culture is an essential part of who we are, and drives our day-to-day operating philosophy. By building long-lasting partnerships and collaborating with our customers to identify their needs, Continuant provides innovative solutions and a hassle-free Customer Experience. A Unique Voice and Data Maintenance Provider Since our inception in 1996, Continuant s mission has been shaped by our customers. Our founders did not set out to reinvent the telecom industry. But, as they spoke to business owners and executives, they heard about the need for efficient, costeffective services to support voice and data equipment from multiple manufacturers. It became apparent that no single company or manufacturer placed post-installation service and support as its single highest priority. As a result, Continuant created a new business model based on the premise that customers have the right to receive maximum longevity and value from their technology investments. Continuant developed a portfolio of voice and data services independent from the manufacturer, designed to prevent downtime, protect investments, ensure accountability, and provide convenience for our customers. Solutions Independence from the manufacturer enables Continuant to provide unbiased consultation and certified support for equipment from most of the major communications technology manufacturers such as Cisco, Avaya, Nortel, and Siemens. And, by offering the industry s best service level agreements, Continuant empowers our customers with guaranteed accountability and peace of mind. Continuant services are provided by one of the industry s largest and most reliable networks of highly qualified technicians and engineers. Our balanced approach to continuity maximizes uptime, reduces operating expenses, and provides every customer with a single point of contact. Market Evolution Continuant has a proven track record of leadership in delivering comprehensive maintenance solutions for enterprise communications systems. Initially offering installation and support services for traditional key and PBX systems, Continuant has expanded to address customer needs in other markets such as Unified Messaging and VoIP. As the network quickly evolved to become the backbone of company communications, and traditional voice and data became Unified Communications, Continuant developed new technologies and service offerings to fulfill the needs of our customers, including the new MyContinuant Customer Portal.

3 Features and Benefits Continuant s Expertise Continuant s Maintenance and Support is an innovative, affordable alternative to manufacturer s maintenance plans. Providing direct, anytime access to certified technical experts, rapid hardware replacement, and industry-leading time to restore service level agreements, Continuant Maintenance and Support helps you maximize the uptime and efficiency of your telecommunication infrastructure. When network uptime is essential, Continuant uses advanced diagnostics and secure, real-time alarm monitoring to ensure your systems are protected 24/7/365. Continuant engineers, who can make objective decisions and conduct trend analysis in real time, respond to 100% of all alarms. In addition, Continuant will monitor across multiple vendor platforms providing you with complete network visibility with a single source solution. Proactive Prevention and Protection Every customer is assigned a Continuant project manager and a manufacturer-certified engineer who conducts a Maximum Uptime Analysis of your covered systems. Each system is accurately documented and then analyzed for potential problems. The results of the Maximum Uptime Analysis are then delivered to you with recommendations to improve reliability, security, and maximum uptime. Real Time Technical Hot Line Support Continuant Tier 3 engineers are available 24/7/365. Continuant does not limit your access to technical support to repair issues only. Our Tier 3 engineers will support you with your MAC work, and will answer any questions you may have regarding the day-to-day administration of your systems. Single Point of Contact Each customer is assigned a dedicated Continuant Account Manager and team who knows your systems and your expectations. Continuant provides you with a single point of contact that will proactively work with you to ensure that your uptime is maximized. Accountability Continuant promises to fulfill our responsibilities to protecting your systems by providing a guaranteed Time to Restore. If we ever miss our agreed upon SLA, we will credit your account 50% of that month s maintenance billing.

4 Continuant s Maintenance Advantage Plan provides our customers with proactive diagnostics, dashboard visibility, real-time alerts, and most importantly, peace of mind. Advanced Hardware Replacement Continuant will immediately replace any failed component under coverage. Continuant guarantees that all of your critical components will be kept in stock at all times. Enhanced Service Level Agreement (SLA) As part of our Maximum Uptime Analysis, Continuant conducts a critical analysis of all system components. While most providers simply offer a Service Level Objective (SLO) including a time-to-respond, Continuant understands network uptime is critical to the success of your organization. That is why we offer an industrybest guaranteed time-to-restore SLA. Full Service and Fully Integrated When you re ready to consider upgrading or replacing your systems, Continuant s System Architects are ready to be your trusted advisors. We re vendor agnostic, which means we cut through the red tape of traditional OEM-reseller alliances to help you create the system that best suits your needs. We design custom solutions and assist you in creating a technology roadmap that addresses your specific needs and budget. Preventive Maintenance Continuant will provide an annual inspection of your system to ensure that it is in proper working condition. We will report the results back to you. MyContinuant Web Portal Customers of the Maintenance Advantage Plan are given access to the MyContinuant web portal featuring 24/7/365 reporting, ticket tracking, and live updates for all customer sites. View detailed historical information on all equipment and software versions for all sites. It s the command center that gives you access to managing your entire telecom system maintenance in one convenient location. No End-of-Life or End-of-Support Announcements We guarantee that we will provide full maintenance and support on your legacy system for the life of our agreement. We will not announce end-of-life or endof-support and will NOT pressure you to upgrade. Flexibility and Fairness If you replace equipment under coverage, you choose whether to transfer the coverage to the new equipment or remove the coverage. Or, in the event of a site closure, you can remove the systems from coverage with no penalty.

5 Continuant Monitoring Overview IP Monitoring and Issue Resolution Our engineers will work with you to back up your firmware or your specific configuration so that you will never again lose the software version that works in your production environment. And if you are ordering new equipment, we can load your firmware and configuration onto your equipment before it gets shipped to you reducing the time it takes to rebuild your system. We can also help you avoid a potential compatibility problem when introducing new equipment or software version into your existing production environment. How it Works The first step in keeping your equipment performing for you is to assess your current situation. To do this, we will visit your site, take inventory of your equipment, and record all relevant details such as make/model, IP address, and authentication. Next, we will back up all your firmware and your equipment configuration. Finally, when this process is complete, we will provide you with a Secure Application Server (SAS). The SAS server will be installed in your network, where it will play a key role in monitoring your system. Monitoring & Remediation Process The SAS constantly monitors your equipment for key indicators to ensure that the system is running within the manufacturer s recommended guidelines. When that threshold is crossed, the SAS will generate an alarm notification. In addition, when any event that requires an engineer s attention occurs, the SAS will relay an alarm notification to our Network Operation Center via secure, encrypted Internet connection. Our NOC then notifies our certified engineer, and, together they will call up the alarming device via remote-access VPN account (or other remoteaccess method that is in compliance with your corporate remote-access policy). Our engineers will analyze the situation, identify the problem, and get it fixed.

6 SAS Connectivity The SAS is configured just like your internal server with a private IP address behind a corporate firewall, with access to the Internet. The SAS is shipped preconfigured. Your private IP Address information will be obtained from you during the site-survey phase. To activate the SAS, you just need to connect the SAS to your LAN and turn the power on. Continuant provides a 35% discount to all State of Texas entities. State of Texas will receive a volume discount up to 40% from the prices for maintenance listed below. Voice Systems Maintenance DIR Pricing PBX - Avaya - base price per port $ 1.53 PBX - Siemens/General - base price per port $ 1.30 PBX - Nortel - base price per port $ 1.11 PBX Voic - Avaya - base price per port $ 9.75 PBX Voic - Non-Avaya - base price per port $ PBX Voic - base price per user $ 0.42 Key System base price per port $ 1.29 Key System Voic base price per port $ 5.85 MAP Essential PBX - Avaya - base price per port $ 0.92 MAP Essential PBX - Siemens/General - base price per port $ 0.70 MAP Essential PBX - Nortel - base price per port $ 0.66 MAP Essential PBX Voic - Avaya - base price per port $ 0.92 MAP Essential PBX Voic - Non-Avaya - base price per port $ 0.78 MAP Essential PBX Voic - base price per user $ 0.25

7 Adjunct Maintenance Small CMS - Includes Sun Blade 150/100, Sun Ultra 5, Sun Sparc 5, Sun Sparc 20 $ Large CMS - Includes Sunfire V880, UE3500, Sun E3000 $ TransTalk/Wireless Phone Per Handset $ SpectraLink Per Handset $ 9.20 Non-standard adjunct (paging, UPS, Recording, etc.) (pricing based on 2%/mo. of adjunct COGS) 2% Predictive Dialer MAP Essential Sentinel $ Avaya PDS V11. or lower - base price per dialer $ Avaya PDS V12. - base price per dialer $ Avaya PCS V3. or higher - base price per dialer $ Price per agent agents $ Price per agent agents $ Price per agent agents $ Price per agent agents $ Predictive Dialer Optional Coverage Annual Supervisor Training - per student $ Annual Performance Optimization / Tune-up $ Routine Remote MAC 13.5% Intero Agent Desktop - per licensed agent $ Managed Communications Plan (per T-1) $ Managed Critical Spares (pricing based on 2%/mo. of MCS COGS) Time and Material Rates $0 5,000/month in MAP and/or imap Revenue $149.00/hour $5,000 9,999/month in MAP and/or imap Revenue $139.00/hour $10,000 14,999/month in MAP and/or imap Revenue $129.00/hour $15,000 19,999/month in MAP and/or imap Revenue $119.00/hour $20,000 29,999/month in MAP and/or imap Revenue $109.00/hour $30,000 49,000/month MAP and/or imap Revenue $99.00/hour $50,000 and above/month MAP and/or imap Revenue $89.00/hour 2-hour minimum for on-site MAC, ½ hour minimum for remote MAC