Statement of Work for ShoreTel Implementation

Transcription

1 Statement of Work for ShoreTel Implementation Project Management ScanSource Services Group shall assign a dedicated Project Manager to interface directly with the Reseller with the following responsibilities: 1. Serve as the primary interface to the Reseller 2. Coordinate the site installation priorities and timeline 3. Function as the point-of-contact for any issues that arise 4. Provide status updates Project Scheduling We begin our process within 24 to 48 hours of the receipt of order however certain requirements need to be met before scheduling the installation date. 1. Network readiness has been determined (unless forfeited) 2. System Design Review has been completed and returned Implementation projects will be then scheduled within 3 weeks. Any schedule changes to travel reservations due to Reseller rescheduling (for any reason) will result in additional charges that are the responsibility of the Reseller. All date changes to already scheduled projects are subject to a re-quote of all applicable charges. The T1 turn-up date must be scheduled (3) working days prior to the beginning of the install. Any delays will result in additional labor charges and possibly additional T&E to assist bringing up the circuit. Network Assessment A Standard VoIP network assessment for 1 location and up to 100 VoIP endpoints is conducted with implementation services. The process will begin within 48 hours of receipt of your order with a scheduled call with our VoIP engineer. The following requirements must be met to conduct the assessment 1. IP Network must be installed and ready for test 2. PC must be connected to network with agent software The ScanSource engineer will provide instructions to the data network contact. The customer must also make the necessary changes to ensure that both the LAN and/or WAN infrastructure will meet and support VoIP specifications prior to the technician s arrival. The order will be scheduled with the feedback from the VoIP engineer or if the assessment is forfeited by reseller/customer. Additional locations and VoIP endpoints can be ordered separately. Note: Network reconfiguration and/or upgrades of the data network (including LAN/WAN hardware/software) are the responsibility of the Customer and are outside the scope of this SOW. System Design Implementation ScanSource Services Group will review the configuration of hardware, services and deployment requirements with the Reseller. It is the customer responsibility to provides network details, station assignments, call flow details and feature designs for programming the system. The Initial design call will review 1. Call Flow 2. Station assignments 3. Hunt Group Assignments 4. Auto Attendant and Voic requirements

2 Additional tasks not discussed on the discovery call and not mentioned in this SOW shall be considered out-of-scope and may incur additional charges. The order will not be scheduled until the design form has been completed and returned to the project manager. Installation, Configuration, and Integration The following implementation options are described below: For Onsite Installation: all activities are assigned contiguous days or a contiguous block of time. The switch will be installed and programmed as mutually agreed upon and documented to the final System Design prior to equipment implementation. All onsite installation, integration and golive activities will be performed by onsite technician. For Remote Programming: remote activities are assigned contiguous days or a contiguous block of time. The switch will be programmed as mutually agreed upon and documented to the final System Design. It is the responsibility of the onsite technician to provide high-speed access to the switch.to upload the programming files. All onsite installation, integration and go-live activities will be performed by the Reseller/Customer. Onsite Implementation Responsibilities: 1. Install voic server software on customer provided server(s) that meets or exceeds the manufacturer s hardware and software requirements. 2. Configure IP-PBX phone system via Director. 3. Configure up to (5) Communicator licenses training reseller/end user on how to download remaining licenses 4. DHCP definitions for ShoreTel IP Phones 5. Configure IP-PBX phone system to route calls and perform defined (customer provided) call flows as defined during the discovery phase. This includes configuration of: a. Trunk Groups b. DID and DNIS ranges c. Workgroups d. Hunt Groups e. Operators f. Users 6. Configure Auto Attendants and voic using customer provided WAV files (in the appropriate format) for announcements, prompts and notifications. 7. Notify customer of each Customer Not Ready occurrence. Causes may include, but are not limited to, the following: a. Lack of remote access to this site b. Customer local site contact not available to assist with the installation c. Customer provided inside wiring is not operational d. Lack of adequate power and environmental conditions as specified by equipment manufacturer. The onsite technician will perform the following test and turn-up activities applicable to the site after the equipment installation: 1. Confirm that equipment configuration (IP-PBX Voic Server) is properly installed and operational. 2. Confirm that call flows are configured properly in Director and inbound IP-PBX calls route appropriately. 3. Confirm that inbound calls route properly and proper messages are played when calls route to entities such as Auto Attendants and voic . 4. Confirm system is sending a page out to ShoreGear. The implementation technician will make every best effort to integrate with the customers paging equipment, however depending on the paging equipment this may not be possible. 5. Obtain a signoff from the customer project manager on the Implementation Acceptance Form located in this Statement of Work after successful installation and turn-up of the site. Assumptions 1. Pricing does not include any applications or hardware not detailed in the Scope of Work 2. Additional T&M charges will have a 2 hr minimum 3. Work requested outside of the Scope of Work will require approval from reseller prior to performing the work. T&M will be scheduled with a 2hr minimum.

3 4. Assistance in resolving problems with customer-provided equipment would be considered billable T&M. This additional labor would have to be approved prior to performing the work. 5. Any additional labor required to interface with other vendors, i.e. electric, construction, furniture, etc. in excess of the hours set forth in this Scope of Work, will be billable on a T&M basis. 6. All work is to be completed during normal business hours unless specified differently in the SOW. The T1 turn-up date must be scheduled (3) working days prior to the beginning of the install. Any delays will result in additional T&M labor to assist bringing up the circuit. 7. Paging and/or Music-on-Hold interface connection only is included in SOW. 8. Return trips and additional labor for out-of-box failures (DOA equipment) or missing equipment will be billable on a T&M basis plus expenses. Training The following initial training services will be provided for onsite or shared implementations: Training Sessions Remote End User training up to 40 users* Remote or Onsite Console Training for (1) person* Note: Webex end user training session will be scheduled for up to 40 attendees. The agenda will follow the End User Guide (provided) for basic telephone functionality and basic voice mail usage. * More attendees can be added to the training sessions by ordered a separate SKU found on our QIC Tool. Support First Day of Business Support On the first business day after successful test and turn-up, the technician will be available for up to four (4) hours during regular business hours to support and answer any questions or address any issues related to the services provided. This service may be provided remotely based on scheduled days for implementation. For greater than four (4) hours of support, the customer will be invoiced the applicable T&M hourly rate. Partner/Customer Responsibilities Prior to and during the installation, the Partner/Customer responsibilities are: 1. Provide all patch cables required 2. Attach server to network and get connectivity to Internet. Network cabling that is to be used for voice traffic must be CAT-5 or better. 3. All external data lines should be demarcated by the use of a data line surge and lightning suppressor. 4. The area in front of the servers, routers, and switches should remain clear and unobstructed for a distance of (2) two feet. 5. Servers, routers, and switches should be located in a physically securable area. 6. Rresponsible for providing all required rack space for servers, routers, switches, and any other rack mountable equipment at a minimum of 3 ft and a maximum of 6 ft above floor level. 7. Extend all required network demarcation points to within five (5) feet of the router equipment that is to be installed. 8. Extend proper electrical power to within five (5) feet of the equipment to be installed. 9. Any required installation, configuration, or fault isolation associated with the existing local area network (LAN) infrastructure. 10. This implementation assumes the customer is running IP only on the network. IPX, SNA, and other protocols will not be included in any configuration. 11. IP Data and IP Voice will be converged onto the same cabling infrastructure 12. The environment of the intended installation point of the equipment must be free of: Moisture (Both humidity and standing water) Large Particulate Matter Any Sized Airborne Particulate Matter Excessive Temperatures

4 13. Installation of all site wiring (power and signal, path and lengths). 14. Installation of necessary power distribution boxes, conduits, groundings, lightning protection, connectors, and associated hardware. 15. Installation of power outlets located within five feet of the equipment to be installed. 16. Any building alterations necessary to meet wiring and other site requirements. 17. Installation and verification of operation for all equipment not supplied by ScanSource Services, but required for installation (e.g. workstation, transceiver, and so on). 18. Configuration parameters for each protocol (IP, IPX, and so on) to be configured on each network hardware component or module, including all necessary addressing. 19. Provide a liaison to manage customer's participation in the installation and be available to support the planning and the installation process. This person will serve as a primary contact between the Partner/Customer and ScanSource Services technician. Excessive delay caused by the unavailability of the liaison may result in additional costs to Customer. 20. Designate a Customer Project Manager to whom all ScanSource Services communications may be addressed and who has authority to act on all aspects of the services. Such primary contact shall be available during Normal Business Days. 21. Authorize the Customer Project Manager and/or the Local Site Contact to approve minor changes that may arise during the project time frame. 22. Provide Network and System Administrators on an as needed basis for solution integration and knowledge transfer purposes. 23. Ensure the appropriate Network and System Administrators will be available during all implementation, design and planning phases. 24. For each site to be deployed, provide contact name, telephone number, address, and for both a primary and backup Local Site contact. 25. Rack-mount and install all applicable ScanSource Services equipment. 26. Provide a script for and record each voice-greeting file (in the proper format required by the system). 27. Ensure that products will be installed in a secure location with adequate floor/rack space, power, ventilation, and voice and data network connectivity. 28. Provide IP static addresses for the IP-PBX voic server and other IP information requested by ScanSource Services Project Manager. 29. Perform all Site preparation activities including, but not limited to, power, core drilling, ventilation, proper environmental conditions as per the Equipment manufacturer s specifications. 30. Ensure that there is Power over Ethernet infrastructure in place or have ordered power adapters to power the IP telephones. 31. Distribute all IP phones within the customer s facility. 32. Install all Communicator client software (train-the-trainer session provided by technician) 33. Provide all required facility cable infrastructure, including Local Area Network (LAN) cabling. Customer will have free ports to connect the IP-PBX voic server. 34. Ensure that all required Telco trunk lines (carrier provided voice circuits) are installed or scheduled to be installed prior to scheduling the installation. 35. Ensure that all telco circuit information such as coding, framing, number of digits from CO and protocol type is provided to the ScanSource Services Project Manager prior to implementation. 36. Ensure all legacy equipment related to the services provided in this SOW will be operational and satisfy the requirements for this project. Customer assumes complete responsibility if this legacy equipment is faulty in any fashion. 37. For remote installations the appropriate permissions should be applied to allow remote control to the IP-PBX Voic server. 38. Provide an appropriate training environment (facility) at the installation site and schedule staff members to be trained. 39. Assume responsibility for the network infrastructure upon completion of the services provided in this SOW. 40. Provide a signature sign-off on the Statement of Work details and project implementation at the end of the project.

5 Terms and Conditions Any work requested outside of the SOW will require a separate change order and may incur additional charges. EXPEDITE CHARGE: Customer will permit ScanSource Services three (3) full business weeks lead time to allow for project planning and resource scheduling. If less than three (3) full business weeks lead time is provided by Customer, an Expedite Charge of $ will be applied to that Site. RESCHEDULE/SITE CANCELLATION CHARGE: A reschedule or site cancellation charge will apply to any site rescheduled or cancelled by the customer within a time period that is less than five (5) business days before the scheduled Equipment Installation date as indicated in the Project Timeline. This charge will consist of any additional site time required and any new or additional travel expenses required. CUSTOMER NOT READY CHARGE: A Customer Not Ready Charge will apply to any site when a customer has not completed the Customer Responsibilities section of the Statement of Work. This charge will consist of any additional site time required and any new or additional travel expenses required. Statement of Work Acceptance Acceptance criteria for the Services provided in this SOW are as follows: ScanSource Services Group shall present this scope of work based on the criteria entered on the Qic Tool implementation form. Any work requested outside of this scope will incur additional charges. Customer will indicate acceptance of the service by signing in signature block below. Reseller Company Name Title / Position Signature Date PO number