Unify OpenScape Cloud Unified Communications Service Description
Commercial in Confidence All information contained herein, including but not limited to information provided in soft copy format and any amendments to this response howsoever provided, is information of commercial value and is provided in strict confidence for the sole purpose of evaluation by you and/or your representatives for that purpose. This response shall not be used for any other purpose and shall not be copied or disclosed wholly or in part to any other party without prior written approval by an authorised representative of Unify Enterprise Communications Limited (Unify)and shall be held in safe custody. The restriction does not cover information that is published or known from sources other than Unify provided that it is not made in breach of any obligation of confidence. Any general queries relating to this response should be directed to the Account Manager, whose details are below: Name: Nigel Shaw Position: Account Manager Tel No: 01908 817375 Email: nigel.shaw@unify.com
Table of Contents 1. Executive Summary Unified Communications 4 2. Delivery Lead Times 14 3. Service Management 16 4. Customer Responsibilities 21 5. Frequently Asked Questions 22 Amplify Collective Effort - Dramatically improve performance Page 3 of 23
1. Executive Summary Unified Communications A reliable, feature rich Unified Communications service provided on a pay as you go, per user basis. This service builds on the standard hosted telephony services offered by Unify, adding a suite of Unified Communications facilities enabling users to collaborate and communicate more effectively. OpenScape Unified Communications Service delivers enterprise voice and UC capabilities such as presence, web collaboration and conferencing to office based, home and mobile users. Unify cloud based services help organisations quickly deploy new capabilities as needed, thus avoiding the cost and complexities of acquiring and owning premisebased systems. Unify are able to offer a choice of service using three separate instances of the hosted solution defined under current protective marking schema, i.e. IL0 Assured, IL2 and IL3 Features and functions of the service are generally described within this document, however it should be noted that as a result of accreditation, certain functionality will be subject to the Pan Government Accreditor. Highlights: Reliable Core platform is designed with high availability to 99.99% Pan-Government Accredited choice of IL0 Assured, IL2 and IL3 Green Optimised hosted platform means less on-premise equipment with smaller footprint and lower power consumption. UK Based 24/7 Secure Network Operations Centre and UK wide Field engineers Reduce Operating Expenses no large capital outlay and linear pricing irrespective to number of users Scalable 1 to 2,800,000 licences Rapid deployment short lead times compared to full on-premise solutions Flexible ability to scale up and down in line with your business requirements and enable employees to access corporate communications from any location on any device Feature rich Extensive enterprise grade UC applications, including, Presence, IM, Conferencing, Web Collaboration, etc Unify offers a full complement of professional services to assist in your deployment where required from initial Design through Implementation, Project Management and Training. IP Readiness assessment, Voice engineering, QoS setup, Security accreditation and Penetration testing are amongst the services offered in the Lot 4 Specialist Cloud Services within the G-Cloud III framework. Further information on the Unify PSN solutions can be found using the following link www.unify.com/psn The Technology The Unify Unified Communications (UC) service is based on a hosted cloud OpenScape Unified Communications Solution. The OpenScape open, native SIP and SOA-based design means it can provide the interoperability required to meet your requirements for communications anywhere, any time, any device. The Service can be accessed using a suitable device from the following locations: Office Home Amplify Collective Effort - Dramatically improve performance Page 4 of 23
On the road Temporary location, e.g. Hotel Mobile device The UC service requires the OpenScape Cloud Telephony Service to be purchased as a base platform. The table below provides guidance to the features and functionalities mapped to Impact Levels: Standard Service Availability IL0 Availability IL2 Availability IL3 Contact Management Y Y Y Call Journal Y Y Y Unified Messaging Y Y Y Single Number Reach Y Y Y Ad hoc device handover Y Y Y Tell me When presence driven alerts and auto connect Y Y Y Intuitive Rules based Comm Management Y Y Y Telephone User Interface* Y Under Advisement Under Advisement Advanced Options Instant Set Up Audio Conferencing (15 parties max) Y Y Y Moderated and Open Conferencing Modes Y Y Y Click-and-Done Conference Rooms (Scheduled / Meet- Me) limited to 15 users Y Y Y Web Based Collaboration* Y Under Advisement Under Advisement Clients Web Embedded Y Y Y Web Y Y Y Mobile Client* Y Under Advisement Under Advisement Fusion for MS Outlook Y Under Advisement Under Advisement Fusion for MS Lync Y Under Advisement Under Advisement *May be made available subject to accreditation for internal access only. Table 1 - Availability of services by Business Impact Level Service Offering The UC service consists of a standard offering which can be enhanced with a number of advanced options. Standard Contact Management instant visibility of your regular contacts and presence status Call Journal records all incoming and outgoing calls via the UC portal Unified Voice Messaging integration to email account available Single Number reach (One Number Service) unique personal number to ease contactability, irrespective of current location Ad-hoc Device Handover redirect current call to preferred device Instant Messaging - communicate to online colleagues Amplify Collective Effort - Dramatically improve performance Page 5 of 23
Tell-Me-When presence driven alerts and auto-connect when available Intuitive Rule Based Communications Management direct calls to suit your own availability Telephone User Interface access your UC when out and about Advanced Web Collaboration functionality improve desktop sharing with colleagues Instant Set Up Audio Conferencing simple click to easily add to conference Click-and-Done Conference Rooms (Scheduled / Meet-Me) limited to 15 users Moderated and open conferencing modes save on external conferencing costs Mobile UC consistent user interface from suitable mobile device Application Integration embed UC into your business process applications (subject to scoping workshop) Standard Features The Unified Communications service shall support the following features as standard Device Management: Allows users to select which device they wish to be contacted on. This feature is managed via a web based interface or Telephone User Interface. Presence Management: Defining the user s presence status (e.g., "Available", "Do Not Disturb", "In a Meeting") Availability is shown for voice as well as Instant Messaging Presence-based routing list and Rules wizard for processing inbound and outbound communication links Voice Portal for controlling presence status and device preferences Single Number: Users can always be reached via a single phone number. OpenScape Enterprise routes calls based on the status and device preferences of the user (One Number Service) Increased productivity through support for mobile staff Users can retrieve messages and manage their device preferences by phone from anywhere using voice commands Telephone Users Interface (TUI): The UC Application voice portal makes use of multiple OpenScape UC Application services. Using a telephone keypad, an end user can access the Voice Portal allowing them to access their mailbox, calendar, conferences, settings menu, transfer, including: Setting the presence status and the preferred device Initiating or participating in scheduled and ad-hoc voice conference calls with predefined workgroups Advanced Options The following advanced options can be supported on a solution specific basis. Web Collaboration OpenScape Web Collaboration provides access to features including desktop and application sharing, file sharing, cobrowsing, white-boarding, URL push, IM chat and multi-party video chat. It allows participants to easily transition from one media (chat, web, and video) to another with a single click. The solution is kept secure by 256-bit AES end to end encryption A customer specific instance of Web Collaboration can be supplied allowing end users to instigate desktop collaboration sessions on an ad-hoc or planned basis. Amplify Collective Effort - Dramatically improve performance Page 6 of 23
Mobile users with iphone, ipad, ipod Touch, or other smartphone/tablet device can easily participate in a web conferencing session from any location when using the OpenScape Web Collaboration Mobile Client The service is charged per user and configured based on the number of concurrent sessions required up to a maximum of 1,000 participants per session. The following table indicates the standard availability of sessions, based on 1 conference session per day per user and an average duration of 35 minutes per conference session. System size (number of OpenScape users) Number of sessions Number of sessions Number of sessions Low Medium High usage usage usage 100 2 5 25 250 3 11 63 500 6 21 125 1000 11 42 250 2500 26 103 625 5000 52 206 1250 10000 103 412 2500 20000 206 824 5000 OpenScape Web Collaboration provides access to features including desktop and application sharing, file sharing, cobrowsing, white-boarding, URL push, IM chat and multi-party video chat. It allows participants to easily transition from one media (chat, web, and video) to another with a single click. The solution is kept secure by 256-bit AES end to end encryption A customer specific instance of Web Collaboration can be supplied allowing end users to instigate desktop collaboration sessions on an ad-hoc or planned basis. Mobile users with iphone, ipad, ipod Touch, or other smartphone/tablet device can easily participate in a web conferencing session from any location when using the OpenScape Web Collaboration Mobile Client The service is charged per user and configured based on the number of concurrent sessions required up to a maximum of 1,000 participants per session. The following table indicates the standard availability of sessions, based on 1 conference session per day per user and an average duration of 35 minutes per conference session. Conferencing: The hosted Unified Communications Service offers intuitively operated conferencing tools with monitoring, status and control functions needed by conference organisers and participants. The offered features include: Integrated voice conferencing service Setting up user-defined permanent conferences Instant Set Up conferences Amplify Collective Effort - Dramatically improve performance Page 7 of 23
"Meet-Me" conferences with dial-in access for guests using a PIN Adding/removing participants with a mouse click Display of speaking participant (Web Client only) Muting of individual participants or all participants in a conference Point to point video conferencing Mobile UC: A UC client is available to load on to mobile devices using either the Apple ios or Android operating systems. This facility allows mobile users to utilise the same UC functionality while on the move as users in a fixed desk based environment. Facilities include: Device management Presence management Conference management Call Creation Contact List Call Journal Application Integration: OpenScape UC Application is built on the Services Oriented Architecture (SOA) as its framework, which means it s extremely open and supports industry standards such as SIP, H.264 and can be integrated with virtually any application via its open XML-RPC interface. In addition, the solution includes integration plug-ins to Microsoft Google and IBM groupware clients enabling users to schedule and launch UC and Web collaboration sessions from their preferred client/device. Groupware integration will be available based on a discrete UC implementation per groupware connector over a dedicated VPN deployed between the customer and the core services, subject to accreditation. Additionally OpenScape Fusion offers a range of open integration capabilities and offerings, designed to extend customer applications, as well as integrate with 3rd party environments. It provides a number of integration possibilities, ranging from pre-built application plug-ins to open developer programs and software developer toolkits, for customised integrations, delivered by our own Professional Services team, a certified developer partner, or a customer s own in-house IT staff. OpenScape UC Application supports the following standard interfaces: Directory Access via LDAP Groupware o Microsoft Exchange 2003/2007 via WebDAV o Microsoft Exchange 2007/2010 via Web-Services o IBM Lotus Domino V7.0.x/V8.0.x via Notes-RPC Microsoft Lync and OCS Server 2007 R2 via UCMA 2.0 Microsoft Outlook 2003/2007/2010 via Microsoft Outlook SDK Video via H.264 (AVC) in SIP calls Amplify Collective Effort - Dramatically improve performance Page 8 of 23
UC Clients The following sections give a graphical representation of the various clients available and details of the functions they support. Please refer to the table 1 to confirm which functions/clients are available by Business Impact Level (BIL). Web Embedded Client The following diagram shows the standard Web Embedded Client and details the standard functionality supported by this client. Web Client The Web Client provides a similar feature set to the Web Embedded Client but does not support the soft-phone functionality. Amplify Collective Effort - Dramatically improve performance Page 9 of 23
Mobile Client The Mobile Client is capable of being deployed in one of three modes. Voice Only UC Only Combined Voice and UC The mobile client is supported on IOS, Android and Blackberry operating systems. Exact features and functionality will vary slightly depending on the users chosen mobile device. The WiFi function is not supported on Blackberry devices. In Voice Only mode, the client acts as a SIP device and has the ability to make/receive calls over an IP network (wireless) as well as accessing standard features of the underlying IP voice infrastructure In UC mode, the client acts in a similar fashion to the web client in that it provides call control functionality but not the ability to act as a voice device. This includes the ability to set presence status and voice device, create calls, activate conferences etc. Access to a contacts list and call journal. The Instant Messaging functionality is planned for a future release. Combined Voice and UC brings together the functionality of both modes in to a single client for the truly mobile worker. This includes the call swipe facility which allows the user to transfer a call from one device to another during the call. NB. Where the voice client is proposed, this can only be deployed over a wireless network accredited against the appropriate Business Impact Level that the customer requires. Call Swipe allows the end user to automatically and seamlessly transition calls between devices and networks: Amplify Collective Effort - Dramatically improve performance Page 10 of 23
Fusion for Outlook Client The OpenScape Fusion for Outlook client takes the functionality of the Web Embedded Client and integrates it directly into the Microsoft Outlook 2003/2007/2010 desktop application. Fusion for Outlook offers access to the following functions: One Number Service Presence Self Management Integrated Softphone Contact Based Call and Ad-hoc Conference Setup E-Mail Based Call and Ad-hoc Conference Setup Conference Management (Voice and Web) Video Support Instant Messaging Chat Directory Search Presence Enabled Contacts Preferred Target Management Tell-Me-When Integrated Call Control Voicemail Access (in case OpenScape Xpressions system is used for Unified Messaging) Safety Phone Functionality Rules Management Calendar-based Conference Planning and Presence Automation Amplify Collective Effort - Dramatically improve performance Page 11 of 23
Presence status of the sender of a mail or a contact Calling Party Identification Call Journal Contact Card Fusion for MS Lync Client The OpenScape Fusion for Outlook client takes the functionality of the Web Embedded Client, and integrates it directly into the Microsoft Lync 2010 desktop client. Fusion for Lync offers access to the following functions: One Number Service Presence Self Management Comparison of the Lync status with the OpenScape media presence status Integrated Softphone Contact Based Call and Ad-hoc Conference Setup Conference Management (Voice and Web) Desktop Video Support Instant Messaging Directory Search Presence Enabled Contacts Preferred Target Management Integrated Call Control Tell-Me-When Amplify Collective Effort - Dramatically improve performance Page 12 of 23
Direct Call Pickup Voicemail Access (in case OpenScape Xpressions system is used for Unified Messaging) Safety Phone Functionality Rules Management Calendar-based Conference Planning and Presence Automation Calling Party Identification Call Journal Accreditations Security Accreditation Unify are able to offer a choice of services meeting the respective protective marking schema to IL0 Assured, IL2, or IL3. Unify services to the public sector and Public Network Service (PSN) as a PSN Service Provider (PSNSP) of Hosted IL3 IPT and Managed Services are subject to continual review and external assessment by another Certification Body against CESG s Assured Services for Telecoms (CAS(T)) and includes site visits by CESG PGA (Pan Government Accreditor) and CPNI. Quality System Unify operates an integrated quality management system to address Business Continuity under ISO 22031/ BS25999, Quality under ISO 9001:2008 and ISO 14000. Unify has existing ISO 27001, ISO20000 certification for its Managed Services and Professional Services Division and is ISO 9001 compliant. Environmental System Unify has an Environmental Management System which considers the environmental impact of its business operations and develops appropriate environmental goals and programs. These goals focus on the issues of energy consumption, improved development of materials, waste management, and environmentally-friendly product design (Design for Environment, or DfE), combined with specialised staff training in all these areas. The Environmental Management System is implemented according to the requirements of the ISO 14001 standard and certified by an external certification company. Amplify Collective Effort - Dramatically improve performance Page 13 of 23
2. Delivery Lead Times Standard deployment time for connection to a Unify G-Cloud service is from 1 week (depending on the complexity of the solution) Standard delivery time for any one-time professional services unrelated to the delivery of a Unify G-Cloud service shall be 8 weeks Standard delivery time for any capital based hardware items is 4 weeks On-boarding and Ordering Procedures The Customer shall determine the type and quantity of each product and service required from the Unify G-Cloud price list. Any enquiries during the item selection process can be submitted via the G-Cloud portal or e-mailed to Unify at the specified e-mail address. Unify shall respond within two working days. The Customer shall submit their order via the G-Cloud portal or e-mail their order details through to Unify at the specified order e-mail address. Orders will be assigned to the Unify Accredited Central Operations (ACO) team for implementation. ACO implementation activities shall include: Receipt and acknowledgement of order Co-ordination of pre-delivery commercial activities including Call-Off Contract preparation and signing, credit checking, creation of Customer PO and establishment of key contacts Assignment of a project office representative to remotely manage your deployment. Any on-site project management presence is chargeable in accordance with the G-Cloud price list Validation of the technical solution with a Unify solution architect and further consultation with the customer if required. This is to ensure the business needs of the Customer are met Co-ordination of data capture via a Customer Data Collection (CDC) form and data validation activities with Unify technical staff which may include WAN/LAN compliancy, user profile information, number porting (where applicable) and any bespoke security requirements Production of a project plan with target dates for key milestones including go-live of the deployment (or discreet phases of the deployment, if required) and user training (including floor walking and early life support) Liaison with the Customer throughout deployment period The Customer is required to provide all relevant and requested information to Unify in a timely manner to enable the preparation of the deployment. Failure to do so may result in a slippage to, and subsequent amendment of, the key milestone deployments dates. Examples of documentation may include: Signed Call-Off Contract Customer Data Capture (CDC) form WAN / LAN Compliancy Statement (if self certifying) Letter of Authority (for carrier engagement) if number porting is required Key point of contact and escalation path The Customer may add additional services or additional users during the contract period by following the procedure set out above. Amplify Collective Effort - Dramatically improve performance Page 14 of 23
Off-Boarding Procedures Subject to a minimum notice period of 30 days in writing, the Customer may cancel some, or all, of the services. Upon the designated termination date, the service shall be disconnected. Subject to a minimum notice period of 30 days in writing, the Customer may request deletion of users from the service. Termination Procedures Each recurring service has a minimum term period of 30 days. Each service will continue to be invoiced on a monthly basis until terminated. If the Customer wishes to cancel the service a minimum written notice of 30 days must be issued to Unify. The termination date shall be 30 days from receipt of the cancellation notice. Each terminated service shall be invoiced until the end of the month in which the termination date occurs. No termination fees shall be applicable in the event of termination. In the event Unify wishes to terminate the service, it shall issue no less than six months notice to the Customer. Invoicing Procedures On completion of the deployment of the project (or project phase if applicable) any one-time professional charges shall be invoiced in full On completion of delivery of any capital based hardware, the hardware shall be invoiced in full. On completion of the deployment of the project (or project phase if applicable) the service is considered live and any service charges will be invoiced on a monthly in arrears basis for services consumed. Beyond the initial implementation additional users for a service (or additional capital items) can be ordered from Unify and added to the solution. Additional users for each service will be included from the date on which they go-live. Beyond the initial implementation users can be deleted from the solution by e-mailing the Unify ACO. Deleted users will be removed from the agreed termination date Invoices shall be computed from live usage data recorded in Unify s in-house billing engines. Invoices shall specify: The unique Service Order reference The line value, breaking Charges down to at least the equivalent level of detail as provided in the G-Cloud pricing Total value excluding Value Added Tax (VAT) The VAT percentage The total value including VAT The tax point date relating to the rate of VAT shown Invoicing terms and requirements: Standard billing provision will be via email and/or paper invoice Invoices shall be raised monthly in arrears for the recurring monthly services Invoices for any one-time professional services shall be raised upon project completion (or phases of the project, if applicable) Invoices for any hardware shall be raised upon delivery Amplify Collective Effort - Dramatically improve performance Page 15 of 23
3. Service Management Unify will provide a comprehensive set of service delivery elements that shall be compliant with industry best practice in the form of an ITILv3 service management systems which will be available 24/7/365 days a year from our UK based Secure Network Operations Centres (SNOC). The key service management features are outlined below and described in the Unify Service Operations Model: Provision of an integrated and secure service desk who will work in partnership with the Operational Service Management Layer ITIL alignment across the end to end service supply chain Proactive service model driving high end availability of services Established Secure UK based network operations centres operating up to and including IL3 Quality Driven and standards based service delivery (ISO27001, ISO9001, ISO27001 CESG Assured Services Telecommunications, ISO20000, BS25999 and ISO14001) Provision of client facing service level management team Faults or support can be raised through: Our dedicated Helpdesk support number Our dedicated Helpdesk support email address Our Web-portal The SNOC is responsible for: Fault logging Ticket creation and resolution Escalation management All fault and support requests are recorded on the ticketing system, which allocates a unique identifier and priority to each ticket and assigned single point of contact. This allows close tracking of progress, easy handover and escalation, a clear audit trail and easy production of performance reports. Service Reporting Unify shall implement the reporting requirements to successfully measure Service delivery performance against defined Service level targets as described below. Unify shall implement a reporting methodology that will include analysis of daily, weekly, monthly trends for contracted Service elements. This analysis shall be used to generate Service improvement initiatives that will be documented and recorded within the Service Improvement Plan. Unify shall provide the Service management report that will address specific Service management and delivery issues such as Service desk, incident, problem, change, capacity, Service level compliance and performance against Service Level Targets and Agreements. Continuous Service Improvement Unify shall be responsible for the Service improvement plan (SIP) associated with the Service elements that are delivered by Unify. The SIP shall be based on the output from the Service management report and other continuous Service improvement initiatives, the SLM shall identify areas for improvement, review with the customer, generate action plans, monitor and communicate progress. Amplify Collective Effort - Dramatically improve performance Page 16 of 23
Service Levels Templates and Matrix Unify shall operate service levels across a defined package which is described below. Package Name Hosted Managed Service Package Service Definition The Hosted Managed Service will allow Customer to procure ITIL based services which will encompass the service elements outlined below. This allows customers to procure services with defined service availability targets based around hosted services. Service Desk Incident Management Remote Maintenance Onsite Maintenance Service Catalogue Elements Proactive Services Service Level Management Change, Release and Deployment Management Problem Management Deployment Management Availability Management Service Element Description Selectable Options Service Desk Service cover period where a PSN customer can report a service event to the single point of contact 24x7 Service Cover Period Incident Management, Remote Maintenance Service cover period indicates when the Contractor will commence remote diagnosis and service restoration for both reactive and proactive incidents 24x7 Amplify Collective Effort - Dramatically improve performance Page 17 of 23
* default Incident Management, On-site maintenance Proactive Services Service cover period where the contractor will commence on site diagnosis and service restoration Service cover period indicates the hours of operation where the Contractor will provide proactive monitoring 8x5* 12x6 24x7 24x7 * default Escalation available 24 x 7 Service Level Management Service cover period where contractor will provide service level management 8x5* Service Element Service Measure Service Level Agreement (SLA) Service Level Target (SLT) Service Desk Grade of Service % of calls forwarded to Service Desk that are answered with <15 seconds 90% Priority Definition SLA SLT 1 Critical Total loss of service 2HR 97% Incident Management Remote Service Restoration 2 Major 3 Minor Loss of Service Multiple Users Loss of Service to a single user 2HR 97% 6HR 97% 4 Non Service affecting Next Business Day 97% Priority Definition SLA SLT 1 Critical Total loss of service 4HR 97% Incident Management On-site service restoration 2 Major 3 Minor Loss of Service Multiple Users Loss of Service to a single user 5HR 97% Next Business Day 97% 4 Non Service affecting 48 working hours 97% Availability Management Availability Management Hosted UC Service Availability is defined in section 3 99.99% 99.99% Proactive Initiate & 1 Total loss of service 15 minutes 100% Amplify Collective Effort - Dramatically improve performance Page 18 of 23
classification of service event through proactive detection via proactive monitoring Critical 2 Major 3 Minor Loss of Service to Multiple Users Loss of Service to a single user 15 minutes 100% 30 minutes 100% 4 Non Service N/A N/A Software MAC Perform Urgent Remote Software MAC Perform Standard and Priority Software MAC 2HR 95% 12HR 95% Provision of Service Reports Service Review Frequency (where applicable) Monthly Monthly Unify can additionally provide a range of Service Packages for customers where onsite equipment requires support as part of the overall solution, as set out below: PSN Maintenance PSN Proactive Service Credits Unify will provide highly available services under G-Cloud. All solutions shall be monitored in the data centres to determine the availability of the services. The service availability of the core services shall be measured in each monthly service period in accordance with the following formula: Service Availability % = (MP SD) X 100 MP = Total number of minutes, excluding permitted maintenance, within the relevant service period. SD = Total number of minutes of service downtime, excluding permitted maintenance, in the service period MP Unify shall collect performance statistics from the equipment via SNMP polling Unify shall provide availability service reports which shall be presented to the Customer as part of the service management reporting Service Availability will be measured 24 hours a day, 365 days a year Exclusions from Service Availability calculations are as follows: o Planned maintenance agreed between Unify and the Customer (in accordance with agree timescales) o Delays in restoring the service caused by the Customer in breach of its obligations in the call-off contract All service credit payments shall be capped at 15% of the monthly revenue for each service. Service credits shall not apply to service revenue unaffected by the downtime Amplify Collective Effort - Dramatically improve performance Page 19 of 23
Payment of any service credits shall be deducted from the Customer s next monthly invoice and shall be the exclusive financial remedy Unify in respect of service level breach The service credit calculation is intended to be transparent and easy to calculate for each service and shall be computed as follows: o Actual monthly service level availability is up to 0.2% below service level target = 3% of previous month invoice value due as a credit o Actual monthly service level availability is between 0.21% and 0.4% below service level target = 6% of previous month invoice value due as a credit o Actual monthly service level availability is between 0.41% and 0.6% below service level target = 9% of previous month invoice value due as a credit o Actual monthly service level availability is between 0.61% and 0.8% below service level target = 12% of previous month invoice value due as a credit Actual monthly service level availability is more than 0.81% below service level target = 15% of previous month invoice value due as a credit Amplify Collective Effort - Dramatically improve performance Page 20 of 23
4. Customer Responsibilities For IL0 services you will require IP network connectivity to the Unify hosted data centres. For IL3 service you will require a Connectivity Service (Pan Government Certified PSN IL2/3 Direct Network Service Provider for IL2/3 services) to connect to the voice service. You will need to ensure the infrastructure, including the applications on their PCs, Firewalls, etc, are compliant to the Unify s specifications. It is recommended that a training and communication plan to inform users of a transition process, is delivered alongside the deployment of Unified Communications services. The Unify UC Ambassador programme can be engaged to assist with this process. You can use other manufacturer s voice endpoints, following certification by Unify. The user s PC operating system will need to meet the following minimum specification: o Windows XP Professional SP2 (32-bit) or later o Windows Vista (32-bit) o Windows 7 (32-bit) o N-Editions of Windows XP SP2 (32-bit) or later, Windows Vista (32-bit) and Windows 7 (32-bit) You will provide suitable environment where on-site training is required. Web based training shall require internet access to Unify web pages Assumptions The OpenScape Cloud Telephony Service will be required in order to overlay the Cloud Unified Communications services Amplify Collective Effort - Dramatically improve performance Page 21 of 23
5. Frequently Asked Questions How would OpenScape Web Collaboration benefit our organisation? Any organisation or department wanting to reduce costs and improve productivity and collaboration would benefit from OpenScape Web Collaboration. The solution will save time and money by minimising expensive web conferencing services and conducting business meetings online, avoiding extensive travel. Enhance productivity and collaboration can be achieved by sharing ideas and information easily from the comfort of your office helping to accomplish more in less time. Which Mobile devices are supported? Blackberry 8100 (4.2.1) Blackberry 8800 (4.2.1) Blackberry 8820 (4.2.1) BlackBerry Pearl 8120 (4.3.0) BlackBerry Bold 9000 (4.6.0 / 5.0.0) BlackBerry Curve 8900 (4.6.1) BlackBerry Curve 9300 (5.0.0 / 6.0.0) Blackberry Storm2 9520 (5.0.0) BlackBerry Bold 9700 (5.0.0) BlackBerry Bold 9780 (6.0.0) BlackBerry Torch 9800 (6.0.0) BlackBerry Bold 9900/9930 (7.0.0) Nokia E61i (Symbian S60 3rd Edition) Nokia E65 (Symbian S60 3rd Edition) Nokia E51 (Symbian S60 3rd Edition) Nokia E52 (Symbian S60 3rd Edition) Nokia E72 (Symbian S60 3rd Edition) Nokia 6720 (Symbian S60 3rd Edition) iphone (ios 3.x / ios 4.x / ios 5.x / ios 6.x) Android Devices (Android 2.1 to 2.x / Android 3.0.1 to 3.2) Can you provide professional services to assist? Unify offers a full complement of professional services to assist in your deployment where required. VOIP readiness assessment, voice engineering, QoS setup, security accreditation and penetration testing, transition and transformation are amongst the services offered in the Lot 4 Specialist Cloud Services within the G-Cloud III framework. Amplify Collective Effort - Dramatically improve performance Page 22 of 23
About Unify Unify formerly known as Siemens Enterprise Communications is one of the world s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and dramatically improves business performance. Born out of the engineering DNA of Siemens, Unify builds on this heritage of product reliability, innovation, open standards and security to provide integrated communications solutions for 75% of the Global 500. Unify is a joint venture of the Gores Group and Siemens AG. unify.com Copyright Unify GmbH & Co. KG, 2013 Hofmannstr. 51, D-81379 Munich, Germany All rights reserved. Reference No.: A31002-P3010-D101-2-7629 OpenScape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of respective holders. Copyright Unify GmbH & Co. KG 2013. All rights reserved.