Service Overview: Managed Videoconferencing

Transcription

1 Service Overview: Managed Videoconferencing January 2015 Page 1 of 29

2 Contents Service Overview: Managed Videoconferencing... 1 Contents... 2 Document Version Introduction Service Overview Scheduling Glowpoint Reservations Customerpoint Microsoft outlook Call Launching Call Monitoring and Support Network and Interoperability Ancillary Features Conference pre-test Call recording Concierge Language translation services Endpoint Certification During the Onboarding Process Reporting Managed Videoconferencing Packages Usage Model Minute Plans Service Attributes Order Managed Videoconferencing Service Implementation Process Kickoff Call Operations Review Customer Configuration Database Project Plan Certification Process Process Review Reservations scheduling process Support engagement Service Agreement Appendix I: Screens per Endpoint Appendix II: Abbreviations Page 2 of 29

3 Document Version Version Date Author /2013 Mark Haase /2014 Maren Poepsel 1 Introduction This guide provides an overview of Glowpoint s Managed Videoconferencing services. It is intended for customers and business partners. 2 Service Overview Glowpoint s Managed Videoconferencing services provide businesses with multi-party videoconference connectivity as well as 24x7x365 Reservations and Conference Production teams to ensure videoconferences are scheduled properly and run smoothly. Managed Videoconferencing is offered both as a cloud-based service, with videoconferences hosted in the Glowpoint cloud, and as an on-premise solution leveraging the organization s existing video infrastructure. All of Glowpoint s Managed Video Conferencing services align with ITIL (IT Infrastructure Library). ITIL provides a framework of Best Practice guidance for IT Service Management and since its creation ITIL has grown to become one of the most widely accepted approaches to IT Service Management in the world. It provides a framework for the governance of IT and focuses on the continual measurement and improvement of the quality of IT service delivered, from both the business as well as the customer perspective. ITIL is organized around a service lifecycle which includes Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement as shown below. Page 3 of 29

4 Glowpoint s Managed Videoconferencing services follow the ITIL best practices so that concepts like Change Management, Incident Management etc. can be easily aligned with the customer s business environment. Managed Videoconferencing Scheduling Customers can schedule their videoconference using Microsoft Outlook, or through Glowpoint s CustomerPoint web portal. Call Launching Once the videoconference is scheduled, it automatically launches at the designated time. Glowpoint will call the selected video endpoints at the time of the scheduled call and make sure they are properly connected. Conference Monitoring & Support Glowpoint s systems will monitor the video meeting to make sure everything goes smoothly. If an incident occurs during a meeting, a conference producer can reconnect and/or fix issues per standard practices or as requested by the customer. Ancillary Features Glowpoint offers several a la carte features that can be added to the videoconference, including: o Pre-Test Call ensures all endpoints are reachable before the meeting begins. o Concierge provides a dedicated conference technician to meet-and-greet participants, change video layouts, add/remove participants, and provide technical assistance when needed. o Call Recording captures the video meeting and content for future playback and/or webcasts. o Language Translation Service includes a live translator in the meeting for virtually any language. Endpoint Certification To ensure the optimal connection speed and resolution, Glowpoint can test and certify endpoints on the Glowpoint Cloud video bridges or on the customer s video bridges ahead of time. Endpoint certifications are scheduled 24 hours in advance to ensure proper planning and support. Interoperability Glowpoint s Managed Videoconferencing is interoperable with SIP, H.323, ISDN, and audio-only endpoints. Supported manufacturers include Polycom, Cisco, Lifesize, and Avaya/Radvision. Page 4 of 29

5 Network Managed Videoconferencing services are accessible over the public internet or through a private network connection for QoS. Conference Reports Customer administrators can generate reports through the CustomerPoint portal including Conference Detail, Multipoint Conference Statistics, and Conference Success Rate. These reports are viewable onscreen as well as a csv or pdf file. 2.1 Scheduling Customer end users can schedule videoconferences in a variety of ways including through Glowpoint s Reservations team, CustomerPoint portal and Microsoft Outlook. Regardless of how a Managed Videoconference call is scheduled, a confirmation that provides the list of participants, the conference ID, and contact information will be sent to the meeting host GLOWPOINT RESERVATIONS Glowpoint provides customers with access to the Reservations team 24x7x365. The Reservations team is reachable via phone ( option 4) and (scheduling@vnocservice.com), and they provide end users with assistance for creating, updating, or cancelling a Managed Videoconference. There is no charge to call or the Reservations team for scheduling assistance. Reservationists are available to customers regardless if they are subscribed to a monthly service or if they choose to use Managed Videoconferencing on an ad hoc basis. Part Numbers There is no part number for Reservations. The service is included with any Managed Videoconferencing plan or for ad hoc Managed Videoconferences CUSTOMERPOINT End users can access the web-based scheduling and reporting portal, call CustomerPoint, from any web browser. CustomerPoint provides customers with the ability to schedule a Managed Videoconference and choose call features like a specific layout or a dedicated concierge. The portal is depicted in the image below. Page 5 of 29

6 Through CustomerPoint, end users can select the conference title, date/time, and all of the endpoints that need to participate in the meeting. They can also choose: addresses of the participants for a confirmation Special notes Screen layout options Audio conference options Ancillary services like recording, concierge, and translation Page 6 of 29

7 CustomerPoint is the same web tool used by Glowpoint reservationists to schedule videoconferences when end users call or the Reservations team. Users can edit or cancel conferences within the portal once scheduled. Part Numbers There is no part number for CustomerPoint. The service is included with any Managed Videoconferencing plan or for ad hoc Managed Videoconferences MICROSOFT OUTLOOK Page 7 of 29

8 Users can schedule Managed Videoconferences using a Microsoft Outlook meeting request. The user will open a new meeting request, enter the participants addresses, and select the endpoints that will be connected to the meeting. When selecting the video endpoints, users can view the free/busy status of the endpoints to ensure that they are not already scheduled for use. Glowpoint s ScheduleSync for Exchange is what allows users to schedule Managed Videoconferences using Outlook. ScheduleSync is a cloud-based application that accesses an organization s Microsoft Exchange through Outlook Web Access (OWA). There is no need for any applications or plug-ins to be installed to the organization s Exchange environment or on end users computers. Part Numbers Monthly Service Managed Videoconferencing - Scheduling Cloud ScheduleSync MS Exchange P/N MVC-CSS-MSX-01M Initial Setup Managed Videoconferencing - Scheduling Cloud ScheduleSync MS Exchange P/N MVC-CSS-MSX-01N Page 8 of 29

9 2.2 Call Launching After a Managed Videoconference is scheduled, it is put through Glowpoint s Video Management System (VMS). Within 24 hours of the scheduled call time the VMS analyzes the conference data, selects the MCU resource that will host the call, and assigns a conference technician from the Conference Production team. MCU selection is based on capacity (number of participants on the call), region (where geographically the participants are located), and interoperability (participants that require TIP, ISDN, or audio-only access). Once an MCU is selected, the conference will be automatically loaded onto the MCU through the MCUs API (Polycom RMX MCUs only). At the scheduled call time, either the call is launched automatically or a conference technician will manually launch the. (The determination of how the call is launched depends on the nature of the call and the type of MCU selected. ) Part Numbers There is no part number for Call Launching. The service is included with any Managed Videoconferencing plan or ad hoc Managed Videoconferences. 2.3 Call Monitoring and Support Every Managed Videoconference has a conference technician assigned to it from the Conference Production team. The conference technician ensures the call is launched on time and that all scheduled participants are connected properly. They also monitor the call status for the duration of the call and will provide support as needed by the host or the participants. If the call is launched and there is an incident 1 (e.g. endpoint cannot connect), then the conference technician will begin investigating and troubleshooting the incident. Depending on nature of the incident, there are several courses of action that can be taken. Glowpoint Cloud MCU: Incidents that are attributed to Glowpoint s Cloud MCU resources will result in the call being re-launched on other cloud-based MCU resources. A ticket will be created in the Support Center and a Support Technician will be assigned. Glowpoint is fully responsible for restoring normal service as soon as possible. Customer MCU: If the incident is attributed to the customer s MCU, then a ticket will be immediately opened within the Support Center and a Support Technician will begin working the incident. Glowpoint is responsible for resolution of the incident and restoration of normal service. (Note that the Managed Videoconferencing on a customer s MCU requires that the MCU is subscribed to Resolve Support service). If the Customer MCU is not subscribed to Resolve Support, the Glowpoint Support Center will immediately escalate to the customer s IT contacts. Video Endpoints: It is important for video endpoints to be certified prior to the Managed Videoconference. The certification process allows Glowpoint to test connectivity with the endpoint and establish the optimal protocol, speed, and resolution. The certification establishes a baseline for which the technician can use when an incident arises. (see 2.6 Certification for more information) 1 1 ITIL defines an incident as any event which is not part of the standard operation of a service and which causes (or may cause) an interruption to the quality of that service or a reduction to it. Page 9 of 29

10 If a video endpoint has an incident, then the conference technician will provide troubleshooting based on the type of endpoint. Non-Managed Endpoints are endpoints that are not subscribed to a Helpdesk or Resolve Business-class Support plan from Glowpoint. Glowpoint has no access to these endpoints and is strictly limited to placing test calls with the endpoint for troubleshooting. It is strongly recommended that these endpoints are certified prior to the call to ensure interoperability, speed, and resolution. Supported (Managed) Endpoints are endpoints that are subscribed to a Helpdesk or Resolve Business-class Support plan. Glowpoint technicians will access the endpoints and follow the troubleshooting procedures as necessary for further information on troubleshooting procedures please see Service Overview for Business-class support services.. Conference technicians are also available for in-call support after the call has launched successfully with all endpoints connected. The conference ID and support number are provided in the confirmation. They are also provided on screen when calls are hosted in the Glowpoint cloud or on a customer s Polycom RMX MCU. The support that will be provided is limited to ensuring the endpoints have a quality audio, video, and content sharing/receiving connection. Requests for layout changes, adding/removing endpoints, and other call preferences are not provided through this service. These features are included with the Concierge service. Part Numbers There is no part number for Call Monitoring and Support. The service is included with any Managed Videoconferencing plan or for ad hoc Managed Videoconferences. 2.4 Network and Interoperability When provided from the Glowpoint Cloud, the Managed Videoconferencing service can be consumed over the public internet, PSTN, or a private network connection. Glowpoint can only provide QoS over a private network connection that is provided by Glowpoint. Quality guarantees over the public internet or PSTN will be subject to the organization s internet and telecom service providers. Organizations with their own video infrastructure will be responsible for ensuring connectivity and QoS within their network as well as in and out of their network. Managed Videoconferencing from Glowpoint s Cloud is interoperable with standards-based SIP, H.323, ISDN, and audio-only endpoints. Video endpoint using SIP, H.323, or ISDN can connect using audio, video, and content. Glowpoint s Cloud is also interoperable with multi-screen, immersive, telepresence systems including those that use the TelePresence Interoperability Protocol (TIP). Manufacturers supported include Polycom, Cisco, LifeSize, and Radvision/Avaya. Organizations that have their own MCU infrastructure will be able to interoperate within the specifications of the MCU hardware/software that the organization owns. In other words, if a customer MCU only supports SIP and H.323 then Managed Videoconferencing for that customer would only interoperate with SIP and H Ancillary Features Glowpoint offers several features that can be added as part of the Managed Videoconference. These features can be added to the call via the Reservations team or through the CustomerPoint portal. (Some of the Ancillary Features are accessible via workaround and process implementation when scheduling through Outlook.) Page 10 of 29

11 CONFERENCE PRE-TEST Conference hosts can choose to have a test call placed to all participants prior to the start of the scheduled Managed Videoconference to ensure all endpoints are reachable and ready. This test call is known as a Conference Pre-Test. Conference hosts can choose to have the test call any time within 90 minutes of the scheduled call. The Conference Pre-Test can be scheduled with calls hosted in the Glowpoint Cloud or on an organization s MCU infrastructure. During the Pre-Test, the conference technician will call out to the endpoints, including dialing into an audio conference bridge (if the scheduled Managed Videoconference includes one). When the endpoints are connected, the technician will verify the endpoint s performance and status match what is documented in the management system. After the endpoints have been verified, the technician will adjust the video layout to match the layout selected. If an incident is detected during the Pre-Test, then the conference technician managing the test call will begin troubleshooting (troubleshooting would fall in-line with Call Monitoring and Support See 2.3). Part Numbers There is no part number for Conference Pre-Test. The service is included with any Managed Videoconferencing plan or ad hoc Managed Videoconferences CALL RECORDING Managed Videoconferences can be recorded and provided to the host following the videoconference as a DVD or file (.wmv or mp4). Glowpoint can record the audio, video, and content of a Managed Videoconference on a call hosted in the Glowpoint Cloud or on an organization s MCU. Recordings can also be streamed out to hundreds or thousands of viewers as a live or recorded event through Glowpoint s webcasting solutions for further information please see Service Overview for Webcasting. Part Numbers Managed Videoconferencing - Scheduling Cloud ScheduleSync MS Exchange P/N MVC-ICO-REC-01U CONCIERGE For meetings that need special assistance, hosts can schedule a Concierge with his/her Managed Videoconference. The Concierge will launch the call, meet-and-greet participants, and provide in-call services including adding/removing participants and changing the video layout. The Concierge remains on the call as a muted participant for the duration of the call and will provide technical assistance needed. Page 11 of 29

12 Part Numbers Managed Videoconferencing In-Call Options Audio Dial In Unattended (Per Hr.) Audio Dial In with Concierge Support (Per Hr.) P/N MVC-ICO-AIU-01U MVC-ICO-AIC-01U LANGUAGE TRANSLATION SERVICES Conference hosts can schedule to have a translator on a Managed Videoconference call. Glowpoint has access to translators that support over 200 languages. The translator will be connected to the call at the time scheduled by the host and will remain on the call for as long as needed. Part Numbers Managed Videoconferencing In-Call Options Language Translation Support (Per Hr.) P/N MVC-ICO-LNG-01U 2.6 Endpoint Certification During the Onboarding Process Glowpoint certifies a video endpoint in order to understand how the endpoint performs before it is connected to a live Managed Videoconference call. Certifications are coordinated either by a Project Manager during a new customer on-boarding or through Reservations for an existing customer with a new endpoint. Project Managers gather the necessary endpoint information during on-boarding in a form called the Customer Configuration Database. Reservationists require that the organization fills out the Site Profile Form in order to capture the necessary information. Once the endpoint information is gathered, a certification test will be scheduled. All endpoint certifications must be scheduled with 24 hours advanced notice. If a certification is requested within 24 hours of scheduled start time, Glowpoint will work with the customer to make necessary arrangements to accommodate the endpoint certification. This requirement is to ensure the proper technical resources are available to complete a new endpoint certification. Glowpoint endpoint certifications that are scheduled in combination with a new onboarding are available Monday-Friday, 7am-7pm ET. For endpoint certifications that are not part of the onboarding see section 2.8 below. Glowpoint will accommodate endpoint onboarding certifications that are required by the customer outside of the hours listed above as long they are scheduled at least 48 hours in advance of the requested date/time. Once scheduled, a Testing and Acceptance (TAC) technician will run through a checklist of call tests to establish a baseline for the video endpoint. If the endpoint is subscribed to a Businessclass Support service, then the technician can perform the certification without much involvement from an onsite contact. The technician will be able to remote into the endpoint, launch calls, and Page 12 of 29

13 view the performance statistics. If the endpoint is not subscribed to a support service, then an onsite contact will need to assist with the call testing. The testing is conducted on Glowpoint s Cloud MCUs and on the organization s MCU if applicable. The tests include the following: SIP & H.323 outbound call from the MCU to the endpoint Audio check & video check Content sharing & receiving Packet loss check Latency & jitter check Speed check (bandwidth test) & resolution System alarm check SIP & H.323 inbound call from the endpoint to the MCU Audio check & video check Content sharing & receiving Packet loss check Latency & jitter check Speed check (bandwidth test) & resolution System alarm check If any of the tests fail, then troubleshooting will be conducted. If the endpoint is subscribed to a Business-class Support service, then the TAC technician will conduct the troubleshooting. If the endpoint is unmanaged, then the customer will need to perform any troubleshooting needed. The technician will also attempt to use other MCUs to connect to the endpoint to see if there is an inherent incompatibility between the endpoint and the MCU make and model being used. The information from the testing is recorded in Glowpoint s customer management system. The data on protocol, dial plan (endpoint address), and speed are then used when the endpoint is scheduled for a Managed Videoconference. The VMS and the conference technician use this info when connecting a managed call. Non-certified endpoints can be used with the Managed Videoconferencing service. However, call monitoring and support will not be provided to non-certified endpoints. If a non-certified endpoint cannot connect to the call, the organization hosting the call will be held accountable for any minutes used attempting to connect or any hour minimum that may apply. Part Numbers Managed Videoconferencing Certifications Certification Multi-Screen Immersive Systems Certification Exec. Desktop & Conference Room P/N MVC-CRT-MIS-01N MVC-CRT-ECR-01N 2.7 Reporting There are several reports available through the CustomerPoint portal. The reports are viewable onscreen and they re also able to be downloaded as a csv or pdf file. Conference Details provides call detail records for past Managed Videoconferences. The admin can select the start date and end date that s/he wants to report on and download the report as a csv or as a pdf. The report will display the following for the time Page 13 of 29

14 period selected: Conference IDs, Conference Dates, Scheduled Start and End Times, Actual Start and End Times, Participants, Conference Schedulers/Hosts, and more. Multipoint Conference Statistics is a report that provides a total amount and the average for calls, participants, and duration of multi-party Managed Videoconference calls during a specified time period. Conference Success Rate comes in two forms: Managed Systems and Unmanaged Systems. Managed Systems are those that are subscribed to a Business-class Support service while Unmanaged Systems are not. The admin can log into CustomerPoint, choose Managed or Unmanaged, specify the time period, and view the number of endpoints that participated in Managed Videoconferences along with the completion success rate. 3 Managed Videoconferencing Packages Glowpoint s Managed Videoconferencing services come in two models: Usage Model and Minute Plans. Both models are available with the Glowpoint Cloud MCUs or on the customer-owned MCU resources. (Note: Managed Videoconferencing services provided on customer MCU resources require the MCU(s) to be subscribed to Business-class Support) 3.1 Usage Model The Usage Model allows an organization to use the Managed Videoconferencing service as needed. There are no monthly minimums or commitments; if the service isn t used in a given month, then the organization won t be billed. The only requirement for an organization to use the Managed Videoconferencing service is that all endpoints within the organization are to be certified. Users can schedule calls through the Reservations team and CustomerPoint at no additional fee. Monthly service fees will apply if ScheduleSync is used for scheduling calls. Organizations can leverage the Usage Model with the Glowpoint Cloud MCUs or on their own MCU resources. Billing All video endpoints accrue minutes during a Managed Videoconference. All calls that are scheduled and launched within the Usage Model have a one hour minimum for each endpoint connected in the call. If an endpoint disconnects from the Managed Videoconference in less than one hour, then the organization will still be billed for the full hour for that endpoint. Calls that meet the one hour minimum and continue on will be billed per minute for each endpoint connected to the Managed Videoconference. Example: Endpoint 1 (E1), Endpoint 2 (E2), and Endpoint 3 (E3) are scheduled in a Managed Videoconference call. E1 disconnects after 45 minutes, and Endpoint 2 and Endpoint 3 disconnect after 75 minutes. Since E1 would be billed for the full hour, the organization would be billed for a total of 210 minutes. 210 Min = 60 Min (E1) + 75 Min (E2) + 75 Min (E3) Part Numbers Glowpoint Cloud Managed Videoconference - Usage Glowpoint Cloud MVC Immersive TelePresence HD (per hour) P/N MVC-GPC-MIS-01U Page 14 of 29

15 Glowpoint Cloud MVC Multipurpose & Desktop HD (per hour) Glowpoint Cloud MVC Multipurpose & Desktop SD (per hour) MVC-GPC-SHD-01U MVC-GPC-SSD-01U Customer MCU Managed Videoconference - Usage Glowpoint Cloud MVC Immersive TelePresence HD (per hour) Glowpoint Cloud MVC Multipurpose & Desktop HD (per hour) Glowpoint Cloud MVC Multipurpose & Desktop SD (per hour) P/N MVC-MCU-MIS-01U MVC-MCU-SHD-01U MVC-MCU-SSD-01U 3.2 Minute Plans Minute Plans provide organizations with a pool of minutes that can be spread across the all video systems for a fixed monthly price. The minute price reduces as the amount of minutes subscribed to increases. Plans start at 1,000 minutes per month with unlimited scale to match customer requirements. Organizations can use the Minute Plan with Glowpoint s Cloud MCUs or with their own MCU. Organizations can also use a combination of the Glowpoint Cloud MCUs and their own MCU for greater scale, interoperability, and business continuity. All scheduling options Reservations, CustomerPoint, and ScheduleSync are available. ScheduleSync comes as a separate service. Billing (The following sections describe the billing for Managed Videoconferencing plans. Each section will provide an example using a fictitious customer, GP Corp, which is subscribed to a 5,000 Minute Plan.) Glowpoint organizations can select the Minute Plan that best suits their needs for Managed Videoconference calls. Any Managed Videoconference call that is scheduled by a user within the organization s organization will count as part of the Minute Plan such that each video participant within the scheduled call will debit from the Minute Plan. There is no one hour minimum for endpoints scheduled. Example: GP Corp has a 5,000 Minute Plan. If a user within GP Corp schedules a call involving three endpoints (two internal and one external) and the call lasts for one hour, then the total amount of minutes used in the call would equate to 180 minutes (3 endpoints x 60 minutes). 180 minutes would be subtracted from GP Corp s Minute Plan, leaving them with 4,820 minutes available for that month. Page 15 of 29

16 Immersive Telepresence: Immersive Telepresence systems are those that have multiple screens and multiple cameras. For these systems, every minute consumed on a videoconference will be multiplied by the amount of screens the system has (e.g. a Cisco CTS 3010 has 3 screens and would therefore count 3 minutes for every minute that system participated in a videoconference). 2 Example: GP Corp hosts a one hour call with two 3-Screen Immersive Telepresence systems and one single codec system. The total minutes used would be 420 minutes. 420 min = 3 x 60 min x 2 3-Screen ITP Systems) + (60 min x 1 Single Codec) Overage: When a customer exceeds the amount of minutes subscribed to in a given month, the customer s subsequent calls will be billed per minute at the Usage-Based HD rate for each screen. The Usage-Based HD per minute rate will be the same regardless if the endpoint is part of the enterprise or part of another organization. Example: GP Corp has used all 5,000 minutes of its monthly plan. Their Usage-Based HD rate is $1/minute. A user schedules a one hour call involving three endpoints (an HD Single Codec, and two ITP-3 Screen Systems). GP Corp will be billed $420 in addition to the monthly fixed cost of the minute plan. $420 = (1 ITP-3 screen x $180) + (1 ITP-3 screen x $180) + (1 HD x $60) The ITP-3 screen Systems are billed at $180 because it is $60 for the one hour call x the 3 screens. Exceptions: There are some instances in which video endpoints participating in a Managed Videoconference call will not take away minutes from the organization s subscribed plan and will not result in additional charges. These scenarios are listed below. Legacy VNOC Premier Endpoints* Endpoints within the enterprise that are currently subscribed to Glowpoint s VNOC Premier Service have unlimited managed videoconferencing included within the service. These endpoints will not use up minutes from the enterprise s Minute Plan. Legacy Unlimited Bridging Endpoints* Endpoints within the enterprise that are currently subscribed to Glowpoint s Unlimited Bridging Service have unlimited managed videoconferencing and will not use up minutes from the enterprise s Minute Plan. Site Certifications When endpoints are certified for Managed Videoconferencing, the time used to certify will not use minutes from the Minute Plan. Test & Pre-Test Calls Test calls that are coordinated with a Glowpoint operations person (i.e. Reservationists, Conference Producers, or Support Center Technicians) will not use minutes from the Minute Plan. Example: A user from GP Corp schedules a one hour call with four endpoints (three video endpoints and one VNOC Premier endpoint). The amount of minutes used from the Minute Plan would be 180 (3 endpoints x 60 minutes) since the VNOC Premier endpoint did not use any minutes. * VNOC Premier and Unlimited Bridging services will be discontinued effective April 1, Contact your sales representative to discuss alternative options. 2 For Details on the amount of screens per system please see Appendix I. Page 16 of 29

17 Ancillary Charges: Managed Videoconferencing Minute Plans are designated for IP video endpoints only. Additional services like ISDN video, audio conference lines, etc. will incur additional charges which are explained below. ISDN Video Charges ISDN video endpoints that are called out to from the videoconference will use minutes from the Minute Plan and incur per minute charges for the outbound ISDN usage from Glowpoint. The ISDN per minute charges vary based on the location of the ISDN video endpoint. (These rates can be provided by your account representative) ISDN video endpoints that dial into the Managed Videoconference will just use minutes from the minute package and not incur additional ISDN charges from Glowpoint. Please note that the organization s ISDN provider may charge per minute for the usage. Audio Conference Bridges Glowpoint provided audio conference bridges that are added to the videoconference will only be liable for per minute charges incurred from Glowpoint as the audio conference bridge provider. There will be no minutes used from the Minute Plan; however there will be an additional audio charge for the connection between the videoconference and the audio bridge. Customer provided audio conference bridges will incur minute charges for the connection between the videoconference and the audio bridge. Managed Videoconferencing Ancillary Services Services like Concierge, Recording, and Language Translation Service will be billed at the normal rate and are not covered by the Minute Plan. Example 1: A user from GP Corp schedules a one hour call with three endpoints (two video endpoints and one ISDN endpoint). Since the ISDN endpoint is called from the videoconference, the meeting will use 180 minutes from the Minute Plan. GP Corp will also be billed 60 minutes times the ISDN rate. Example 2: A user from GP Corp schedules a one hour call with three video endpoints and an audio conference for three participants. The meeting will use 180 minutes from the Minute Plan for the 3 video participants and GP Corp will be billed the per minute audio rate for 4 participants (3 audio participants + 1 connection to the videoconference). Page 17 of 29

18 Part Numbers Glowpoint Cloud Managed Videoconference Minute Plans Glowpoint Cloud Managed Videoconferencing 1,000 Minutes Glowpoint Cloud Managed Videoconferencing 1,500 Minutes Glowpoint Cloud Managed Videoconferencing 2,500 Minutes Glowpoint Cloud Managed Videoconferencing 5,000 Minutes Glowpoint Cloud Managed Videoconferencing 10,000 Minutes Glowpoint Cloud Managed Videoconferencing 15,000 Minutes Glowpoint Cloud Managed Videoconferencing 20,000 Minutes P/N MVC-GPC M MVC-GPC-01H-01M MVC-GPC-02H-01M MVC-GPC-005H-01M MVC-GPC-010H-01M MVC-GPC-015H-01M MVC-GPC-020H-01M Customer MCU Managed Videoconference Minute Plans Customer MCU Managed Videoconferencing 1,000 Minutes Customer MCU Managed Videoconferencing 1,500 Minutes Customer MCU Managed Videoconferencing 2,500 Minutes Customer MCU Managed Videoconferencing 5,000 Minutes Customer MCU Managed Videoconferencing 10,000 Minutes Customer MCU Managed Videoconferencing 15,000 Minutes Customer MCU Managed Videoconferencing 20,000 Minutes P/N MVC-MCU M MVC-MCU-01H-01M MVC-MCU-02H-01M MVC-MCU-005H-01M MVC-MCU-010H-01M MVC-MCU-015H-01M MVC-MCU-020H-01M 4 Service Attributes Terms of Use: Glowpoint s Managed Videoconferencing is interoperable with SIP, H.323, ISDN, and audio-only endpoints. Supported manufacturers include Polycom, Cisco, Lifesize, and Avaya/Radvision. The Managed Videoconferencing on a customer s MCU requires that the MCU is subscribed to Resolve Support service Page 18 of 29

19 Endpoints that are not certified before the call will not receive Conference Producer support. Service Hours: Managed Videoconferencing Service Hours are 24x7x365. Service Level Objectives: Service Availability Target: Managed Videoconferncing Service s availability target is 99.9%. The Video Bridging Service availability guarantee is based on downtime of the OpenVideo Cloud ( Downtime ). Downtime is measured from the time a master trouble ticket is opened in the Glowpoint trouble management system until the time that the OpenVideo Cloud is operational. Call Answer time: Glowpoint will answer 90% of all calls in less than 60 seconds. Call answer time ( ASA ) is the percentage of answer calls in less than 60 seconds. ASA only applies to inbound reservations line only with an average of a minimum of 50 calls per month and is measured by averaging the prior three months. Video Conferencing Success: Glowpoint s Video Conferencing Success target is 98% Video conference production refers to the success of a participant in entering the multiparty video conference ( Conference Production ). The service guarantee is based on being able to effectively reach the end user devices from Glowpoint s reservation system. The Conference Production success rate excludes technology but measures the effectiveness of being able to manage the context of the video meeting excluding non managed rooms. Conference Production performance is based upon (a) successful call launch at scheduled start time (so long as call was scheduled with Glowpoint at least one hour in advance of start time) and (b) responding to any interruption during the call within 5 minutes for all video conferences and 60 seconds for a any video conference that has a dedicated, live Glowpoint attendant at all times during the call. Support Levels: Glowpoint MCU: Incidents that are attributed to Glowpoint s Cloud MCU resources will result in the call being re-launched on other cloud-based MCU resources. A ticket will be created in the Support Center and a Support Technician will be assigned. Glowpoint is fully responsible for restoring normal service as soon as possible. Customer MCU: If the incident is attributed to the customer s MCU, then a ticket will be immediately opened within the Support Center and a Support Technician will begin working the incident. If the incident requires further Support a Level 3 technician will be assigned. Glowpoint is responsible for resolution of the incident and restoration of normal service. Non-Managed Endpoints. Non-Managed Endpoints are Endpoints that are not subscribed to a Helpdesk or Resolve Business-class Support Plan from Glowpoint. Glowpoint has no access to these Endpoints and is strictly limited to placing test calls with these Endpoints for troubleshooting. Customer is responsible for support. Managed Endpoints: If the customers Endpoints are subscribed to Glowpoint s Helpdesk or Resolve Business-class support services, Glowpoint provides the customer with Level1,2 & 3 Support, depending on their level of support (please refer Page 19 of 29

20 to the Resolve Section of this document). Glowpoint technicians will access the endpoints and follow the troubleshooting procedures as necessary. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Managed Videoconferencing customers will be notified 7 business days in advance of a planned service change. 5 Order Managed Videoconferencing Service Whether ordering Managed Videoconferencing under the Usage Model or Minute Plan, Managed Videoconferencing services require an order form to be submitted. The order form must include at minimum endpoint certifications. Managed Videoconferencing service under the Usage Model does not require a term commitment. The service can be used at any time by the organizations. Minute Plan subscriptions require a minimum commitment of 12 months. Organizations that have their own video infrastructure and wish to consume Glowpoint s Managed Videoconferencing service must have their MCU(s) subscribed to Resolve Support service. Resolve provides Glowpoint with access to the MCU for call launching and in-call monitoring and support. An order and scope of work are required for Resolve Support. (For more information on Resolve Support please see Service Overview: Business-class Support Service) 6 Implementation Process When a new order is received for Managed Videoconferencing Services, Glowpoint assigns a project manager to the order. The project manager acts as the quarterback for the implementation and is the primary contact for the customer. Orders begin with a kickoff call, followed by endpoint certifications and scheduling training. 6.1 Kickoff Call The kickoff call is scheduled and held between the project manager and the customer to review the following items: Order: Review services ordered Information Gathering: Discuss information needed for certification (Customer Configuration Database see 4.3) and clearly understand the customer s expectations for service delivery based on the Glowpoint solutions they have agreed to purchase. Any difference in the understanding of solutions being delivered will be documented by the Project Manager and circulated internally within Glowpoint to ensure the proper service expectations are defined and communicated with the customer prior to the actual go-live date. It is Glowpoint s mission to ensure both the customer and the Support Center have the same expectations to ensure a successful service launch and positive customer and end user experience. Roles and Responsibilities: Complete RACI matrix and establish customer project coordinator, technical contacts, and billing contacts Timelines: Customer expectations for service turn up Page 20 of 29

21 6.2 Operations Review Following the kickoff call, Glowpoint has an internal operations meeting to review the order and assign tasks to operations. For Managed Videoconferencing, this mainly consists of coordinating endpoint certifications and creating a new account in CustomerPoint. If the order is for Managed Videoconferencing services on the customer s MCU(s), then on-boarding under the Resolve Support Service will be part of the Operations Review. (See Service Overview: Business-class Support Service for details on the implementation of Resolve Support Services) 6.3 Customer Configuration Database During the kick off call, the Customer Configuration Database document is introduced to the customer. This document is where the following information is collected: Customer Sites: Address, city, state, phone number, etc. Contacts: Technical contacts, site contacts, etc. Video Endpoint Info: Type (make/model), username, password, software version, serial number, Business-class Support Service type, etc. The information collected in the Customer Configuration Database is imported into Glowpoint management system and is used for certification, conference monitoring & support, and ongoing account management. During this phase of the implementation process it is very important that all customer configurations are identified and clearly defined. In the case where new information becomes available that impact service delivery, Glowpoint will ensure best effort to accommodate such changes prior to the go-live date. 6.4 Project Plan Following the kickoff call, a project plan is created by the Glowpoint project manager and distributed to the customer and/or partner. The project plan lists out all of the tasks required to complete the implementation. It provides a start and a finish date for each task and tracks the completion % of each task. 6.5 Certification Process Certifications will be scheduled with an onsite technical contact. The onsite contact will be responsible for placing test calls and for troubleshooting the endpoint if the endpoint is not subscribed to Helpdesk or Resolve Support. The certification process includes a call testing process which involves the following procedures: Point-to-Point Test Call: The Technician will place a point-to-point call to the video endpoint being certified. The Technician will monitor the endpoint and document the following into the management system: - Packet Loss - Latency/Jitter - Audio Connection - Video Connection - Content Sharing Connection Send/Receive - System Alarms - Disconnect After the test, the Technician will analyze the results. If there are issues (e.g. high packet loss) then the technician will begin troubleshooting if the endpoint is subscribed to a Helpdesk or Resolve Support. If the endpoint is not subscribed to a support plan, then Page 21 of 29

22 the technician will work with the customer s onsite technical contact. If the results are free of issues, then the technician will document the results. Multipoint Test Call: The technician will then launch a call from an MCU to the endpoint, monitor the call, and document the results as described above in the point-to-point call. 6.6 Process Review The Process Review will consist of taking the customer through the Reservations scheduling process as well as how to engage the Conference Production team for in-call monitoring & support RESERVATIONS SCHEDULING PROCESS Glowpoint will provide phone numbers and addresses for the Reservations team and train the customer on how to engage the Reservations team via phone and . Glowpoint will also provide the customer with training on the CustomerPoint Portal which allows the customer to schedule meetings on their own without having to call into the reservations team. End users will need to have minimum information when scheduling a call, including the date/time of the call and all of the endpoints participating in the call. Once scheduled with the reservationist, the end user will receive a confirmation SUPPORT ENGAGEMENT During a call the host or conference participants can engage the Conference Production team for technical assistance (see 2.3 Call Monitoring and Support for details). Glowpoint will train the organization on where to find the conference ID (confirmation , CustomerPoint, or on screen) and the number to call into for in-call support. The escalation procedures will be provided as well. 7 Service Agreement Article 1 Definitions 1.1 Normal Maintenance refers to Glowpoint network maintenance for the purpose of upgrading hardware or software or increasing capacity. Normal Maintenance, which may temporarily degrade the quality of the Video Bridging Service, will only be undertaken between the hours of 11:00PM and 6:00AM EST. 1.2 OpenVideo Cloud refers to Glowpoint's cloud infrastructure consisting of a multi-tenant software platform and infrastructure for delivering managed services including, but not limited to, gateways, registrar servers, gatekeepers, MCU's, signaling servers, directory servers, registrar servers, media servers and ancillary equipment. 1.3 Urgent Maintenance refers to efforts to correct network conditions that are likely to cause material Video Bridging Service outage and that require immediate action. Urgent Maintenance, which may degrade the quality of the Video Bridging Service, may be undertaken by Glowpoint at any time. Glowpoint will provide notice of Urgent Maintenance to Customer as soon as in commercially practicable under circumstances. Page 22 of 29

23 1.4 Video Bridging Services refers to Glowpoint's managed dial-out scheduled multi-party conferencing service that supports Glowpoint s cloud MCU or Customer-owned video bridges, which may include services from in-call monitoring to fully dedicated operator support. 1.5 Capitalized terms not defined herein will have the meaning ascribed to them in the MSA. Article 2 Service Level Guarantees 2.1 Availability Guarantee. The Video Bridging Service availability guarantee is based on downtime of the OpenVideo Cloud ( Downtime ). Downtime is measured from the time a master trouble ticket is opened in the Glowpoint trouble management system until the time that the OpenVideo Cloud is operational. Service Guarantee 99.9% Uptime per Month 43 Minutes of downtime per month Based on 30-day month with 43,200 total minutes 2.2 Call Answer Time. Call answer time ( ASA ) is the percentage of answer calls in less than 60 seconds. ASA only applies to inbound reservations line only with an average of a minimum of 50 calls per month and is measured by averaging the prior three months. Service Guarantee 90% Answered within 60 seconds. Example for 30-day month of 100 calls: Goal is 90 calls answered within 60 seconds. 2.3 Reservation Scheduling. With respect to the scheduling of room reservations, the term Reservation Scheduling refers to video conferences scheduled via the web portal, ScheduleSync for Outlook or a mobile app. The following commitment excludes any video conference that is scheduled or changed within 120 minutes of the video conference start time. Service Guarantee Completed scheduling process within 60 minutes of Reservation. 2.4 Video Conference Production Success. Video conference production refers to the success of a participant in entering the multiparty video conference ( Conference Production ). The service guarantee is based on being able Page 23 of 29

24 to effectively reach the end user devices from Glowpoint s reservation system. The Conference Production success rate excludes technology but measures the effectiveness of being able to manage the context of the video meeting excluding non managed rooms. Conference Production performance is based upon (a) successful call launch at scheduled start time (so long as call was scheduled with Glowpoint at least one hour in advance of start time) and (b) responding to any interruption during the call within 5 minutes for all video conference and 60 seconds for a any call that has a dedicated, live Glowpoint attendant at all times during the call. Service Guarantee 98% Video Conference Production Success Example for 30-day month of 100 calls: Goal is 98 calls produced successfully. 2.5 Credits. (a) In order to receive a credit described above, Customer must (i) be in good standing with Glowpoint and current in its payment obligations, (ii) immediately report the network issue to the Glowpoint VNOC and open a trouble ticket, and (iii) make a written request for a credit within seven days following the end of the month in which Glowpoint failed to satisfy the Availability Guarantee. Upon receipt of Customer s request, Glowpoint will investigate the claim under the terms described in this Service Schedule. A credit will be applied only to the month in which the event giving rise to the credit occurred. (b) When contacting Glowpoint for verification of Downtime, Customer must have a log for the applicable billing month reflecting the following information: (i) (ii) Trouble ticket ID number; and Date and time trouble ticket was opened and the Video Bridging Service was restored. (c) The Service credits will not be issued where the SLA is not met as a result of: (i) any act or omission of the Customer or its end-users, or their representatives, contractors, agents, authorized invitees, successors or assigns, including, without limitation, any failure to comply with the terms and conditions of the Agreement; (ii) the failure or malfunction of non-glowpoint equipment or systems, including, without limitation, Customer Furnished Equipment (as defined below); (iii) unavailability of required Customer personnel, including as a result of failure to provide Glowpoint with accurate, current contact information; (iv) Customers use of Service in a an unauthorized or unlawful manner; (v) any Normal Maintenance or Urgent Maintenance; (vi) improper or inaccurate network specifications provided by the Customer; (vii) Customers failure to release the Video Bridging Service for testing or repair and continuing to use the Video Bridging Service on an impaired basis; or (viii) a Force Majeure Event. (d) In any given month in which service does not meet the Availability Guarantee, the total credits under this Service Schedule that may be awarded to Customer are limited to the monthly recurring charge for the affected Video Bridging Service. The issuance of credits pursuant to this Article 2 is Glowpoint s sole obligation and Customer s sole remedy under the Agreement for any failure or non-performance of a Video Bridging Service. Page 24 of 29