TELECOM/CONVERGED SERVICESELECT SM

Transcription

1 ESSENTIAL SELECT STANDARD FEATURES Emergency outage calls 2-hour response time, Monday -Friday, 8:00 a.m. - 5:00 p.m., site local time, excluding NextiraOne holidays and Manufacturer holidays Routine service calls 24-hour response time, Monday - Friday, 8:00 a.m. 5:00 p.m., site local time, excluding NextiraOne holidays 24x7 Emergency Remote Technical Support 12x5 non-emergency Remote Technical Support On-site hardware replacement Remote Diagnostics Escalation Management Parts and Labor SELECT OPTIONS (all available options) Specific options included in individual service plans are listed as part of the Exhibit A, or other applicable Customer Inventory Schedule and pricing documentation ConvergenceCare SM Contact Center Care SM NetVision SM Monitoring Traffic Study Voice Audit VoiceGuard SM VoiceScan SM Managed Software Update MAC/T&M Discount Area Code Changes Designated Technical Support Prepaid Training On-site Training Refresher STANDARD SERVICE COVERAGE AND REQUIREMENTS Configuration Coverage The System configuration covered by the Service Plan is described in the related Customer Inventory Schedule. If the related Customer Inventory Schedule is a switch-only or Norstar Key System Units ( KSU )- only, then the System covered by the Service Plan shall consist of those components residing in the common and peripheral equipment cabinets and associated wiring from those cabinets up to, but not including, the main distribution frame. NextiraOne will perform repair or replacement services only at Customer s request at NextiraOne then-current charges on other portions of the System, such as telephone instruments, wiring including distribution frames, and other telecommunications equipment located outside the common and peripheral equipment cabinets. Requests for Support Services Customer s authorized representative shall initiate all requests for service. Customer s representative shall direct all requests for service to the designated NextiraOne call distribution center. Each service request shall contain the following information: Name and address of Equipment and Software users, Name and number of the person to be contacted,

2 Equipment and Software type and serial number, Equipment and Software location, and Description of the problem. Movement of Equipment Equipment moved to any area NextiraOne services is eligible for continued coverage, provided that the charges may be adjusted to reflect the rates and terms then in effect for that location. Customer is responsible for proper movement, risk of loss or damage to the Equipment or Software and all associated costs. Remote Diagnostics Remote diagnosis is required for dispatch and repair service. Customer shall provide a dial modem with a minimum speed of 56 kbps for remote access. Network failure is repaired remotely when possible. If remote diagnosis determines that the failure is hardware-related, NextiraOne will coordinate the replacement hardware and labor (where applicable) to complete the replacement on site. An additional per incident surcharge shall be assessed if Customer requests immediate (preemptive) dispatch, foregoing telephone support and remote diagnostics. Dispatch and Repair Service Dispatch and repair service is a remedial Support service provided by NextiraOne 24 hours per day, 365 days per year, including NextiraOne holidays. Remote technical support and remote diagnostics are prerequisites for dispatch and repair service. If remote technical support cannot resolve the problem remotely a field engineer will be dispatched to the Customer site. An additional per incident surcharge shall be assessed if Customer requests immediate (preemptive) dispatch, in lieu of remote technical support and remote diagnostics. The field engineer shall perform diagnostics, repair or replace parts, and restore operation of covered Equipment in Customer s network. Should Customer make repeated requests for Support service at a specific site, NextiraOne shall have the right to inspect all equipment integrated into the network to determine whether an exclusionary condition exists that is causing problems, and Customer shall provide NextiraOne with the required access to do so. NextiraOne shall implement any engineering or firmware changes it deems mandatory. Remote Technical Support (where applicable) Remote technical support includes: (a) Problem reporting, logging, tracking and problem escalation; (b) Telephone support response to a service request; (c) Diagnostic fault isolation, (d) Assistance with problem identification by providing technical advice, and troubleshooting to verify causes of suspected errors or malfunctions; and (e) Assistance with resolution of network problems if caused by NextiraOne-maintained Equipment. (f) Technical Assistance Support for operational assistance including answers to technical questions, system operation help and software maintenance issues is available between 8:00 am and 8:00 pm Eastern time, Monday through Friday.

3 Escalation Management NextiraOne will contact customer's telco provider to initiate a request for circuit repair. NextiraOne service order shall remain open until resolution. Requires letter of agency for NextiraOne to act on customer's behalf. SELECT OPTIONS DESCRIPTION ConvergenceCare SM CONVERGENCE ONLY VOICE APPLICATION SUPPORT. NextiraOne will remotely troubleshoot and isolate the cause of voice quality or call processing problems with the convergence system. Upon determination of the cause, if the problem relates to the Equipment in the Customer Inventory Schedule, NextiraOne will perform corrective services at no additional charge. If the problem relates to equipment not listed in the Customer Inventory Schedule, NextiraOne will notify Customer of the suspected cause of problem, and at Customer s request, NextiraOne perform corrective services at its then-current rates. If the voice quality or call processing problem is emanating from a public network problem, NextiraOne will notify Customer of the suspected cause of problem, and at Customer s request, NextiraOne will manage escalation to Customer's carrier at its then current rates. Service provided throughout ServiceSelect SM contract term. Contact Center Care SM Contact Center Care SM is a select package of services designed to help organizations better manage their contact center environment. Customer must have VPN connection with NextiraOne for delivery of Contact Center Care SM service. Customer must provide one legal IP address and a 3DES IP SEC VPN termination point in their network for NextiraOne to initiate VPN connectivity. Service provided throughout ServiceSelect SM contract term. Services of the package include NetVision SM. Proactive monitoring of the SNMP trap alerts by the application as well as specific server services and logs. Upon detection of an alert NextiraOne will perform standard diagnostic tests to isolate and correct. Alerts that cannot be cleared remotely are handled according to prearranged procedures and/or contract terms. Managed Software Update. On a quarterly basis or upon urgent advisory, NextiraOne will verify contact center software is updated with the most appropriate software patches from the manufacturer. NextiraOne will perform this service remotely over VPN connection after 5:00 pm local site time. NextiraOne will comply with agreed upon Customer change control and notification procedures. Based upon manufacturer recommendations some updates to more recent versions will not be performed. Managed Anti-Virus Update. Provides scheduled installation of the latest data (.DAT) files available from Symantec or McAfee. NextiraOne will verify customer s specified contact center servers are updated with the most up-to-date anti-virus software version and that the parameters of the anti-virus software are set appropriately as per the specifications of the contact center server software manufacturer. Certain anti-virus programming parameters mandated by the contact center server software manufacturer must be adhered to for NextiraOne to provide this service. Service also provides interim updates that are described by McAfee or Symantec to address threats of an immediate nature that could compromise system operations. Customer must specify Symantec or McAfee software, have a site license and provide the software for NextiraOne to load onto the servers. Service will be performed remotely over VPN connection after 5:00 local site time. Customer must provide internal change control policy for implementation and adherence. Service does not guarantee that a virus-induced problem will not occur but it does provide assurances that the latest available updates will be applied as soon as is systemically feasible. On-Site Contact Center Audit. On-site audit and analysis to be performed by qualified NextiraOne CCAT field engineer and will be conducted over one business day. Audit includes: Verify key system level hardware and software settings are documented and configured correctly and provide recommendations for changes where appropriate.

4 Evaluate server event logs and scripts for inconsistencies and identify trends and possible areas for improvement Verify appropriate scheduled back-up routings and recovery diskette exist. CCAT Field Engineer will provide media for customer to perform database back up along with selfaddressed envelope for customer to forward their backup files to a NextiraOne facility for off-site storage. Customer must have either a tape back up or a read-write CD device on the call center server itself or accessible to the call center server on the customer network. Contact Center Remote Only Bundled Labor Hours. For the selected quantity of bundled hours as a component of this offering, NextiraOne will provide contact center remote programming changes and consultation by a NextiraOne Engineer. Customer must follow NextiraOne instructions for placing orders to utilize these hours. If customer fails to follow NextiraOne instructions for placing an order to utilize the remote bundled hours, an invoice for the service ticket will be generated. The work must be scheduled and completed within a 12-month period. Any hours not scheduled and completed within 12-months will be forfeited. These hours can only be used for remote call center consultation and programming, and cannot be utilized for on-site labor services, system integration or software development. NetVision SM Monitoring This service provides alarm response with remote diagnostics performed on voice alarms received 24 hours per day. This service includes detecting faults via an alarm receipt and attempting to remotely diagnose and fix the problem. Service provided throughout ServiceSelect SM contract term. 24x7 reporting Physical call to Customer (up to two contacts) Day, cell and pager numbers Home numbers for after hours No special handling procedures With remote diagnostics, NextiraOne goes beyond alarm monitoring and performs the following services: When the Solutions Support Center receives an alarm, the alarm management system matches the maintenance message to a Customer specific profile. Customer specific special handling procedures can be flagged in the NextiraOne alarm management system. The alarm management system assigns a priority and determines if there is a script available to automatically resolve the problem. If no script is available, or the script is not successful, the alarm will be presented to the appropriate alarm filter. The alarm engineer accesses the system and attempts to restore service by performing remote diagnostics. Simultaneously, the alarm engineer may telephone the switch room to find out if someone is working on the system and inadvertently causing the alarm. If there is no response from the switch room, the alarm engineer continues to attempt to resolve the problem remotely. Alarms that cannot be cleared remotely are handled according to prearranged procedures and/or contract terms.

5 Traffic Study NextiraOne will perform an analysis of the operational condition of a PBX involving trunks, processor, console and other system resources. Study period will be 5 days, 12 hours for a 1-week timeframe. The resulting report identifies potential congestion problems and provides industry standard recommendations on the grade of service. The Traffic Study is made available to subscribing customers via a password protected web site. Additional reports can be purchased separate from support agreement for longer duration of time or for 24- hour coverage. Service provided annually throughout ServiceSelect SM contract term Voice Audit This service is an audit and documentation service for Meridian PBX, Succession / CSE 1000 and voic systems. Voice Audit formats the system data and translates it into graphical and text reports. Containing more than 23 graphical and textual reports, ranging from station templates to equipment maps, NextiraOne Voice Audit constitutes a complete audit that thoroughly documents Customer s voice system. The report is provided in a variety of useful groupings designed to enhance system management. The Voice Audit report is made available to subscribing customers via a password protected web site. Service provided annually throughout ServiceSelect SM contract term VoiceGuard SM VoiceGuard SM is monthly remote backup, archive and documentation of a customer s voice system. VoiceGuard SM is a 12-month service. The voice system is backed up once per month. The customer also receives a Voice Audit report in a graphical and text format for the first month and will receive an additional Voice Audit report in the event restoration is necessary. Service provided throughout ServiceSelect SM contract term. VoiceScan SM VoiceScan SM provides an in-depth analysis of the Meridian PBX, Succession / CSE 1000 and voice mail systems software configurations. VoiceScan SM will highlight programming areas where abuse or fraud may occur. The VoiceScan SM reports are made available to subscribing customers via a password protected Web site. Service provided throughout ServiceSelect SM contract term. Managed Software Update Scheduled quarterly remote software update providing installation of vendor provided service updates. Where, required by the vendor, this service will also include emergency updates where operational integrity of the product is thought to be in immediate jeopardy. NextiraOne will notify the customer of pending changes and will coordinate installation of the patches consistent with documented change control practices. NextiraOne must be provided a copy of the customer s internal change control policy for compliance. This service provides maintenance release and service updates and does not include upgrades. A server configuration certification will be required before implementing this service. The certification will be provided at NextiraOne then current rates. If the server and application are covered under a NextiraOne support plan, the certification requirement is waived. MAC/T&M Discount A one-time discount coupon good for 20% off the labor charges associated with any MAC or Out-of-Scope service order, up to $2,000. The coupon credit is applied to the customer s invoice after the service is completed. The coupon must be used within the first 6 months of the agreement. Service provided as onetime event during ServiceSelect SM contract term.

6 Area Code Changes NextiraOne provides necessary remote personnel and resources to configure area code changes required for customer switch. Changes are scheduled with NextiraOne remote services team, and performed between standard business hours. Service provided throughout ServiceSelect SM contract term. Designated Technical Support Customer will be provided a designated, not dedicated, Technical Support Engineer and will have access Monday through Friday from 8-5 central time. Upon customer request, the designated engineer will answer technical tier 1 or 2 questions and provide consultative support in increments of 10 minutes or less. All support will be remote. A billable MAC ticket must be opened for customer consultations requiring more than 10 minutes. The designated engineer will not be available for normal repair or MAC calls. Service provided throughout ServiceSelect SM contract term. Prepaid Training NextiraOne provides credit towards a qualified training course for up to 5 consecutive days for one attendee. Training must be scheduled in advance through NextiraOne training department, and attendance depends on course availability and class size limitations. Training must be completed within one year from the support agreement effective date. Service provided as one-time event during ServiceSelect SM contract term. On-site Training Refresher On-site, 2½-hour training refresher for Norstar and BCM customers performed by a qualified NextiraOne technician. Can be utilized for user feature training, system administrator training or a combination of both. The NextiraOne technician will cover the most commonly used features and administrative operations as well as answer specific customer questions. This service is provided only once during the life of the agreement. Service provided as one-time event during ServiceSelect SM contract term. SELECT OPTIONS COMMENCEMENT Commencement of remote services and the monthly billing for an initial order shall begin no later than ninety (90) days after receipt, provided that the network management platform(s) and the dedicated line from Customer's facility to NextiraOne Network Management Center are installed. NextiraOne shall notify Customer of the effective date of commencement of such remote services. Commencement of subsequent "add-on" orders shall be upon installation of appropriate Equipment and notification by NextiraOne. Customer will notify Network Management Center staff in writing of changes to network configuration and of any new add-on network equipment thirty (30) days prior to submission of add-on Orders. SERVICES NOT INCLUDED The following services are excluded from service and NextiraOne shall bill for such services at its then-current rates: Customer requests for on-site response where the problem is found to be carrier-related or otherwise not related to the Service Plan or Maintenance. Problems resulting from Equipment not covered under Support or under a separate warranty or support arrangement between Customer and NextiraOne; Immediate (preemptive) on-site dispatch without NextiraOne remote technical support and remote diagnostics. Correction of problems existing at the time Support takes effect, unless the covered Equipment and Software were supported by NextiraOne under a support or under warranty service agreement

7 immediately preceding the effective date of the applicable Service Plan, and the problem is not otherwise excluded from coverage. NextiraOne reserves the right to invoice Customer at its thencurrent rates for correction of such problems during the first sixty (60) days after the Service Plan takes effect. Voice application problems requiring repair or reprogramming emanating from equipment not covered under Support. Voice application problems directly related to Customer network issues and Customer s a NextiraOne warranty or Service Plan does not cover network. Software-based telephone problems due to user PC configuration or third party program compatibility issues. Reprogramming requests due to Customer s failure to backup files. The software support provided does not cover Systems that have been corrupted or rendered inoperative by computer virus, system crashes, power issues, hard disk failures or any other PC or network problems including modems. Any failure of the application software due to improperly or inadequately maintained Hardware. Application software removed or changed to an unsupported application, NextiraOne will not be responsible the hardware and operating system software support. Repair of damage attributable to external factors including, without limitation, failure or fluctuations of electrical power or air conditioning, fire, flood, water, wind, lightning or neglect unless Customer has coverage under a Lightning Protection Plan. System problems caused by inadequate electrical power, air conditioning or humidity control. Installation or relocation of Equipment. Delays or repeated on-site calls caused by inaccessibility of Equipment, site, and/or Customer representative. Reconfiguration. Reprogramming. Electrical work external to the Equipment. Customer-elected engineering or firmware changes that are not deemed mandatory by NextiraOne. On-site installation of Software maintenance releases. No trouble found calls. Use of NextiraOne personnel to supervise or perform the packaging and crating of Equipment or Software, or the installation of Software maintenance releases. Engineering or firmware changes, which shall be made available to Customer at the rates set forth in the NextiraOne price books in effect at the time of the request. Hardware enhancements, such as additional memory or higher speed interfaces required by new Software maintenance releases. Consumables, such as cathode ray tubes and printer ribbon/ink and paper. CUSTOMER RESPONSIBILITIES Customer is responsible for providing the facilities, equipment and software necessary for the Support, including: o Free and clear access to a telephone within 10 feet of Equipment. o Unobstructed access to all Equipment under Support. o Environmental conditions that meet or exceed manufacturer s specifications. o Customer is responsible for maintaining at least weekly backups of server configuration files

8 For NetVision SM services Customer, at its expense, shall provide an AgentSee device or site event buffer (SEB) provisioned with the required RAM and data ports, as specified by NextiraOne, to allow NextiraOne to remotely correct malfunctions of the System. While Customer will own the AgentSee or SEB device, the software license belongs to NextiraOne, and NextiraOne will remove the software upon contract termination. NetVision SM does not apply to Norstar Key System Units. For OTM support service Customer, at its expense, must provide an RM356 RAS modem and PC Anywhere to each site covered by this service plan. Customer must have the following: o A NextiraOne Support and Managed Services Agreement with a Service Plan comparable to services requested. o PREFERRED: Broadband remote connectivity to Customer s network and access to all equipment covered by this Service. PSTN dialup access on an on-demand basis must be available as a backup to the broadband connectivity. o MINIMUM: One telephone line independent of the switch, loop start, 1FB 110 volt, A/C outlet. o Separate electrical source, circuit and power. o One serial data port dedicated to support services is required for each device monitored. o Suitable operating environment, according to manufacturer s specification. Server and/or PC hardware and operating system server for Application Only products o Customer, at its expense must maintain the hardware and operating system software for server-based products within the specifications and tolerances specified by the manufacturer of the hardware and operating system software. o Customer shall forward information regarding updates, patches or hot fixes to hardware and/or software operating system prior to implementation for review and determination of compatibility with the Application Software for server based products. If Customer proceeds with such modification without NextiraOne prior approval and problems with the Application Software result, Customer will pay NextiraOne then standard charges for any necessary correction. o Customer must complete necessary hardware and/or software requirements as advised by NextiraOne for application software upgrades/fixes. o Customer is responsible for supporting any updates, patches and hot fixes required at the client desktop. o Customer will ensure that software will be loaded as defined by manufacturer requirements. Customer must allow NextiraOne full access to the System and any equipment provided by NextiraOne for provision of services. Remote services will be provided only if Customer's System is of a type compatible with the remote services and has the required hardware and software options. Customer acknowledges that the provision of remote services is proprietary to NextiraOne and subject to copyright protection. Customer agrees that it shall not allow any aspect of the remote services to be disclosed to a third party without NextiraOne written approval. Customer will make reasonable efforts to ensure that its employees are aware of this obligation.

9 NEXTIRAONE S RESPONSIBILITIES Perform on-site activities at Customer s technical direction, including diagnostics, parts replacement, and operation restoration of covered Equipment. Install replacement unit and perform minimal configuration of the unit, such as inserting the IP address at Customer s technical direction. Pursuant to the relevant agreement between the parties NextiraOne shall include provision of all maintenance releases and patches which are issued at no cost by the application software manufacturer to correct problems which Customer has encountered in the performance of the application software. NextiraOne will inform Customer of any hardware and/or software requirements prior to upgrading and/or fixes to the application software. NextiraOne will work to determine the location of a problem between the hardware and/or operating software and the application software and inform the Customer. Upon Customer s request NextiraOne will assist Customer s support team in resolving the problem at NextiraOne then current hourly rate. Provide remote services referenced in the applicable Service Plan. Order a connection from Customer s carrier of choice, where applicable, if Customer provides a letter of agency. As set forth in the applicable Service Plan, perform routine Support between 8:00 A.M. and 5:00 P.M., Monday through Friday; site local time, excluding NextiraOne holidays. If NextiraOne is unable to remotely correct a malfunction, NextiraOne shall dispatch a technician to the Customer site within twenty-four (24) hours of Customer's request for Support, except when such request is made on, or the day before, a weekend day or a NextiraOne holiday, in which case a technician will be dispatched on the next business day. Under the Essential Coverage Plan, if an Emergency outage exists and NextiraOne is unable to remotely correct the malfunction, NextiraOne shall dispatch a technician (or parts where applicable) to the Premises within two (2) hours of Customer's request for Support Monday through Friday, 8am to 5pm local site time excluding NextiraOne holidays. Perform preventive maintenance with respect to the System in accordance with and at such times as specified in the applicable manufacturer's specifications. Provide remote services utilizing NextiraOne SSC for all Equipment in the Customer Inventory Schedule. GENERAL CONDITIONS OF SERVICE NextiraOne will perform Support service extending more than one-half (1/2) hour beyond the Service Period or performed entirely outside the Service Period only at Customer s request. Customer agrees to pay NextiraOne, at NextiraOne then current charges for remote and on-site services. NextiraOne will invoice, and Customer agrees to pay, a minimum one (1) hour charge for remote Support service and a minimum three (3) hour charge for on-site technician services with additional time billed in one (1) hour increments. Support service for OTM is remote only. Any dispatches to the premises arising from any support call will be subject to NextiraOne then standard charges for time and materials unless resolution of the problem is found with equipment covered under a support agreement between Customer and NextiraOne. Support service for hardware shall consist of furnishing all parts and labor (where applicable) necessary to maintain the System in good operating condition during Customer's normal use. The replacement parts may be refurbished or contain refurbished materials. The failed equipment will become the property of NextiraOne and the replacement parts will become the property of the System s owner.

10 Support service for hardware shall consist of furnishing all parts and labor (where applicable) necessary to maintain the System in good operating condition during Customer's normal use. The replacement parts may be refurbished or contain refurbished materials. The failed equipment will become the property of NextiraOne and the replacement parts will become the property of the System s owner. Support service for Software will include provision of all maintenance releases and patches to correct performance of the software; installation is included only if NextiraOne can install remotely. Customer shall have access to the appropriate NextiraOne service group during the Service Period. Stated response times are measured during Service Period hours and after a remote diagnosis determines that the failure is hardware related and requires field dispatch. All parts delivery commitments are subject to manufacturer depot and NextiraOne depot deadlines for shipment requests. Emergency remote technical support is available only when twenty percent (20%) or more of the stations and/or trunks or the attendant console at a single Customer site are out of service. Service for Software will include provision of all Maintenance releases to correct performance of the Software. Stated response times for on-site repairs are measured from the time a remote diagnosis determines that the failure is hardware-related. In cases where Customer-provided remote access is not available, on-site dispatch will be billable at NextiraOne then-current rates if the problem could have been fixed remotely. NextiraOne shall be the sole point of contact with regard to all Support. Customer shall reimburse NextiraOne an amount equal to charges NextiraOne incurs or pays as a result of Customer s requests to any third party for Support. Customer agrees to pay NextiraOne then-current rates for Support NextiraOne performs pursuant to Customer problems or failures that are not covered by this Service Plan.