BT Maintenance BT RMAC Service Service Schedule 2 Issue 2 13th October 2008 CONTENTS 1. Definitions 2. Service Description 3. Service Options 4. Minimum Period of Service 5. Service Delivery 6. BT Service Boundary 7. BT s Responsibilities 8. Customer s Responsibilities 9. Secondary Market Equipment 1 DEFINITIONS The following definitions shall apply to the provision of the Service, in addition to those in the BT General Conditions; Add Means a request for a add (as defined in Appendix A to this Service Schedule) contained within a Service Request made under the RMAC service option. Change Means a request for a change (as defined in Appendix A to this Service Schedule) contained within a Service Request made under the RMAC service option. Equipment Manufacturer Means the manufacturer of the BT Provided Equipment or Customer Equipment and any subject to the Service. Input Material Means all information reasonably required by BT in order to provide the Service including but not limited to details of Customer Equipment, serial numbers and location. Maintenance Release Means an incremental release of that provides maintenances fixes and may provide additional software functions. Maintenance releases are designated by the Equipment Manufacturer as a change in the digit(s) to the right of the tenths digit of the software version number [x.x.(x)] or to the right of the hundredths digit of the software version number [x.x.x.(x)]. Major Release Means a release of that provides additional software features and/or functions. Major releases of are designated by the Equipment Manufacturer as a change in the integer digit of the software version number [(x).x.x].
Minor Release Means an incremental in version release of that provides maintenance fixes and additional software features. Minor Releases are designated by the Equipment Manufacturer as a change in the tenths digit(s) of the software version number [x.(x).x]. Move Means a request for a move (as defined in Appendix A to this Service Schedule) contained within a Service Request made under the RMAC service option. Operational Handbook Means the operational handbook provided by BT to the Customer containing such things as contact details, escalation paths and descriptions of Priorities. Priority Means the priority (as described in the Operational Handbook) assigned to a Service Request by the parties. Response Time Means the target time for the Service as selected by the Customer and shown in the appropriate column of the table in Clause 2.1 below starting from BT s receipt of a Service Request, the report of a fault or as set out in Clause 2.2.2, and ending with the earlier of the provision to the Customer of the requested information, hardware or, the remote resolution of a fault or the attendance of a BT engineer at the Site (as appropriate). Secondary Market Equipment Means any Customer Equipment which has, or is found to have been, procured from a source not authorised by the Equipment Manufacturer to sell the Customer Equipment within the country in which the Service is provided. Security Feature Set Means a group of functions, capabilities or capacities related to the security of the device and/or the network in which the device is installed. Service Centre Means BT s designated contact point for the Customer s submission of Service Requests and the reporting of faults covered under the service. Service Hours Means the hours of operation of each element of the Service as indicated in the table contained within Clause 2.1. Service Request Means a request made by the Customer to BT for the Service. 2. SERVICE DESCRIPTION 2.1 Overview The BT Service has a modular structure with individual service elements grouped together in different combinations to form specific Services. The Customer is able to choose the Service(s) which best meets its needs and the Service Hours during which it wishes the Service to operate. Services may also be chosen with a Response Time appropriate to how important equipment is to the Customer s operation. The Customer and BT together agree the Priority for Service Requests as they are made. This governs the level and type of response BT will make to the Service Request under the terms of the Service. The BT Service can be made up of the following service elements: Remote Technical Support Advanced Hardware Replacement
Onsite Field Engineer Access to Equipment Manufacturer s Online Support Centre Supply of Operating / Application and Updates Security Feature Set Updates Different service elements are combined to make up the Services as set out in the table at Appendix B. The Service(s) to be supplied is detailed in the Customer s quotation. The following service options can be added to the Service at the Customer s choice and at an additional cost: Remote Moves Adds and Changes (RMAC) Service Delivery Management 2.2 Service Elements 2.2.1 Remote Technical Support First and second line technical assistance is available by telephone during Service Hours together with a remote diagnostic service that may be used as an aid to troubleshooting. BT will remotely access the BT Provided Equipment or Customer Equipment via either a PSTN ( Public Switched Telephone Network ) or ISDN ( Integrated Services Digital Network ) connection provided by the Customer or by using Internet and token authentication or a Webex session made available by the Customer. The Customer must notify BT of their preferred means of access (if they have one). It is the Customer s responsibility to inform BT of all necessary connectivity information including: IP ( Internet Protocol ) addresses, dial-up numbers, usernames and passwords in writing. BT may provide a means of remote access at an additional charge upon written request from the Customer. 2.2.2 Advance Hardware Replacement When making a Service Request the Customer may either: a) notify BT of the item(s) it wishes to have replaced; or b) request BT to carryout remote diagnostics to try to establish the cause of any fault. The Customer may terminate the remote diagnostic procedure at anytime by notifying BT of the item(s) it wishes to have replaced. In each case the Response Time shall begin upon the Customer s notification or at the conclusion of the remote diagnostic procedure, as appropriate. Where necessary, BT will aim to send replacement hardware to Site within the Response Time. Remote Technical Support will be made available during Service Hours to aid the Customer s installation of the replacement parts. The Customer must return to BT all item(s) replaced or incorrectly requested as described in Clause 6.2 below. BT may charge the Customer the reasonable costs of carriage and administration if additional items are required to be sent following an incorrect request from the Customer.
2.2.3 Onsite Field Engineer BT will carry out remote diagnostics to try to establish the cause of any fault. Where necessary, and in response to Priority 1 and Priority 2 Service Requests only, BT will aim to send an engineer to Site within the Response Time. If it is not possible to establish the cause of a fault remotely the engineer will continue diagnostic investigation onsite in conjunction with the Customer. The engineer will install any replacement items supplied under the Advanced Hardware Replacement Service. The engineer will if requested by the Customer install configurations and data onto any replacement equipment, or reinstall them onto any BT Equipment or Customer Equipment used in connection with the Service from which they have been lost. If the Customer has a BT fully managed service then the configurations and data will be from the latest backup made under that managed service. Otherwise, any installation, or reinstallation, is conditional upon the configurations and data being made immediately available by the Customer in a suitable format. The engineer will where safe and reasonably practicable to do so remove from Site any faulty item(s) that have been replaced. Any faulty item(s) not removed by the engineer must be returned by the Customer to BT as described in Clause 6.2 below. 2.2.4 Access to Equipment Manufacturer s Online Support Centre If applicable, BT will provide the Customer with the necessary information to access the Equipment Manufacturer s online support centre where technical information and advice may be found. 2.2.5 Supply of Operating & Updates Operating will be made available remotely by BT during the Service Hours normally upon request from the Customer. New Minor, Major and Maintenance Releases will be made available remotely within a reasonable time of BT s receipt from the Equipment Manufacturer. It is the Customer s responsibility to install Operating made available remotely by BT. 2.2.6 Supply of Application and Updates Application will normally be made available to the Customer through the Manufacturer s Online Support Centre. Any Application that cannot be made available online will be sent to the Customer by BT on DVD or CD ROM within a reasonable time of the Service Request, or BT s receipt from the Equipment Manufacturer (whichever is the later). It is the Customer s responsibility to install all Application. 2.2.7 Supply of Security Feature Set Updates Where the Equipment Manufacturer offers an automatic update service Security Feature Sets installed on the Customer s Equipment, BT Equipment or BT Provided Equipment will be updated automatically.
If the update is not made automatically the Customer may normally obtain Security Feature Set Updates online from the Manufacturer s Online Support Centre. Any Security Feature Sets Updates that cannot be made available online will be sent to the Customer by BT on DVD or CD ROM within a reasonable time of the Service Request, or BT s receipt from the Equipment Manufacturer (whichever is the later). It is the Customer s responsibility to install all Security Feature Set updates. 3 SERVICE OPTIONS 3.1 Service Delivery Management A Service Delivery Manager (SDM) may be appointed to undertake either monthly or quarterly face-to-face service review and service improvement meetings at the Site or at BT premises. In addition the SDM will continually work with the Customer to create and maintain Service Level Agreements, standard service reports and ad-hoc service reports as required for the Service as well as providing a dedicated conduit for management of change control processes, delivery and service escalations. 3.2 Remote Moves, Adds & Changes (RMAC) The Service Hours for the RMAC service option are 09:00 17:00 on a Business Day. A single Service Request may contain multiple requests for Moves, Adds and Changes (as defined in Appendix A to this Service Schedule) and each individual request shall count towards the aggregate total allowed during the Minimum Period of Service or Renewal Period (as applicable). Any Service Request made before 15:00 will be acknowledged by BT within 2 hours of being made. Service Requests made after 15:00 will be acknowledged within the first 2 hours of Service Hours on the next Business Day. Following acknowledgement BT will: (a) ask the Customer for all the reasonable information required to carry out the Service Request; and (b) assess the Service Request and notify the Customer of any potential implications of carrying-out the Service Request; and (c) notify the Customer of the scope of work required to effect the Service Request. 3.2.1 BT will aim to carry out a Service Request made under the RMAC service option during the Service Hours on the next Business Day after which it was acknowledged. 3.2.2 BT will inform the Customer of the number of Moves, Adds and Changes available to the Customer during the Minimum Period of Service or Renewal Period (as applicable). Any Move, Add or Change not utilised by the Customer at the end of the Minimum Period of Service or Renewal Period (as applicable) cannot be carried forward into a subsequent Renewal Period. Unless agreed by BT in writing, the number of Moves, Adds and Changes available to the Customer in any Renewal Period shall be calculated pro-rata to those available during the Minimum Period of Service. Additional Moves, Adds and Changes may be purchased by the Customer at any time at an Additional charge. 4 MINIMUM PERIOD OF SERVICE
4.1 Unless otherwise defined on the Order Form, the Minimum Period of Service for each Site shall be 12 months which will commence on the Operational Service Date of each Site. 4.2 Following expiration of the Minimum Period the Service shall continue in full force and effect until terminated by either Party, in accordance with the BT General Conditions. 5 SERVICE DELIVERY 5.1 Audit of Customer Equipment & Supply of Input Material In the event the Customer requires BT to provide Service for Customer Equipment, BT reserves the right to inspect all Customer Equipment and may require rectification work to, or replacement of, Customer Equipment at the Customer s expense prior to agreeing to provide Service. The Customer must supply BT with the Input Material within twenty eight (28) days of the Operational Service Date. It may not be possible for BT to provide all or any of the elements of the Service in full until such time as it has received the Input Material. If the Customer does not supply the Input Material within the time specified BT reserves the right to audit and inspect the Customer Equipment at BT s expense in order to collate the Input Material. The results of any such audit shall not be considered by the Customer to be exhaustive or conclusive. It may not be possible for BT to provide all or any of the elements of the Service in full in respect of Customer Equipment not discovered in an audit but later identified in some other way. BT will give the Customer reasonable notice of any audit or inspection it wishes to carryout. 5.2 Payment of Adoption Fees Where BT agrees to provide Service to Customer Equipment the Customer agrees that it shall be liable to pay any applicable adoption fees levied by the Equipment Manufacturer. 5.3 Service Requests and Reporting of Faults When making a Service Request the Customer must provide BT with a contact name and telephone number which BT will use to advise the Customer of the progress being made to clear any fault. BT will use these contact details during the response period. The Customer must promptly report faults in the BT Provided Equipment or Customer Equipment by telephoning the number specified by BT in the Operational Handbook. At the time of making a Service Request the Customer must provide all reasonable information necessary to verify their entitlement to receive the Service and for remote diagnostic work to begin. This information may include: a valid contract number; contact details; equipment serial numbers; a detailed description of any fault and the results of any investigative work already carried out by the Customer. A Service Request made by the Customer: (a) before the start of Service Hours on any Business Day will be treated as having been received at the start of Service Hours for that Business Day; (b) after the end of Service Hours on any Business Day will be treated as having been received at the start of Service Hours on the next Business Day.
BT may remove all or part of the BT Provided Equipment or Customer Equipment from the Site for the purpose of inspection, testing and repair, but whenever reasonably practicable will take steps to protect the continuity of the Customer's business. 6 BT SERVICE BOUNDARY 6.1 What the Replacement of Faulty Equipment Service Covers The Service covers faults resulting from normal wear and tear. The Service does not include the rectification of faults resulting from the following circumstances: (a) misuse; incorrect environmental conditions including incorrect temperature and humidity levels; faulty manufacture or design; mains electrical surges or failures; (b) lightning damage; electromagnetic interference; any other accidental or deliberate damage; (c) correction of defects following the removal or connection of BT Provided Equipment, and/or Customer Equipment other than by BT ; (d) connection by the Customer of other Customer Equipment to the BT Provided Equipment; or (e) BT being denied access to the BT Provided Equipment. Customers may request work to correct such faults subject to availability of resource and payment of an additional charge. 6.2 Replacement of Parts, Repairs and n-serviceable Items The Service shall include the supply of all replacement parts to the BT Provided Equipment and Customer Equipment (if applicable). BT shall be entitled to charge the Customer for any parts or labour supplied as a result of accident, negligence, misuse or unauthorised repair or modification of the Equipment by the Customer, its employees, agents or sub-contractors at the current charging rates of BT. Where an item of BT Provided Equipment and Customer Equipment (if applicable) which requires replacing is either obsolete or unavailable BT reserves the right to supply a replacement item of a similar or higher specification. BT reserves the right to leave the replacement item of BT Provided Equipment and Customer Equipment (if applicable) in place. In this case this Contract will apply to the replacement item for the remainder of the term of this Contract. Any parts of the BT Provided Equipment and Customer Equipment (as applicable) replaced by BT ( Replaced Parts ) shall upon replacement, become the property of BT and the Customer warrants that either it shall have a free and unencumbered title to such Replaced Parts or (where the BT Provided Equipment and Customer Equipment (as applicable) is leased or charged) that it shall have obtained all necessary consents and authorities to part with possession and give good title to the Replaced Parts.
Any parts permanently replaced by BT ( Replacement Parts ) shall become the property of the Customer and BT warrants that it shall have obtained all necessary consents and authorities to part with possession and give good title to the Replacement Parts. If any part is replaced as faulty under this Service Schedule, or is incorrectly requested by the Customer, it must be returned to BT at the Customer s cost within two Business Days after receipt of the spare or replacement item. Any original items of BT Provided Equipment and Customer Equipment (if applicable), when repaired shall at BT s discretion be returned to the Customer, whose responsibility it is to return the spare or replacement item to BT within two Business Days of the receipt of the repaired item of BT Provided Equipment and Customer Equipment (if applicable). BT reserves the right to charge the Customer for any spare or replacement part not returned as set out above at the manufacturer s list price then prevailing, or (in the case of items for which no current manufacturer s list price exists) at BT s cost of replacement. BT shall be entitled to withdraw any item(s) of BT Provided Equipment and Customer Equipment (if applicable) from this Contract upon giving thirty days notice to the Customer in writing if in the reasonable opinion of BT, the item(s) cannot be properly or economically serviced on the Site, provided that such notice shall be of no effect if the Customer shall agree to the item(s) being refurbished or replaced by BT and the Customer shall agree to accept all consequential charges in addition to the Renewal Charge. 6.3 Other Exclusions The Service does not cover: (a) loss of Customer generated software programmes, data and information; (b) work at the Customer s request outside of the Service Hours; (c) repair, replacement or re-routing of any Customer wiring or cabling or provision of additional wiring and cabling; or (d) faults reported by the Customer which are not covered by this Contract. (e) an engineer attending Site to install unless required as part of a repair to the BT Provided Equipment or Customer Equipment. 6.4 BT reserves the right to suspend access to the Service if at any time BT considers that there is or is likely to be a breach of security. BT also reserves the right (at its sole discretion) to require the Customer to change any or all of the user identification and passwords used by the Customer in connection with the Service. Where user identification and passwords are allocated by BT, BT will give the Customer prior written notice of such changes. 7 BT s RESPONSIBILITIES 7.1 Provision of the Service BT will provide the Service with the requisite level of skill and care using appropriately qualified and experienced personnel.
8 CUSTOMER S RESPONSIBILITIES 8.1 The Customer agrees during the term of this Contract: (a) to provide BT reasonable access to the Premises, the BT Provided Equipment and the Customer Equipment as appropriate for the purposes of carrying out any audit or inspection and in order to supply the Service. (b) to care for and use the BT Provided Equipment and Customer Equipment (if applicable) in accordance with any BT and Equipment Manufacturer's instructions and to use it only for a purpose for which it was designed; and (c) to provide an appropriate number of suitably skilled personnel at the Site during the provision of remote technical advice by BT or during a visit by a BT engineer in order to assist with investigation and resolution of any fault; and (d) to co-operate in diagnosing faults by carrying out any diagnostic and test routines requested by BT or included in the Equipment Manufacturer's instructions, and allow BT to carry out remote diagnostic tests, where appropriate; and (e) not to repair, adjust, or modify the BT Provided Equipment or Customer Equipment (if applicable) without BT 's written consent. However the Customer may make configuration changes in accordance with and within the limits specified in the supplier's customer documentation. The Customer must notify BT of any such configuration changes; and (f) to ensure that mains power, power connections, fuses, interface, communications software, data terminal, equipment interconnected to the BT Provided Equipment or Customer Equipment (if applicable) and line connections are not defective; and (g) to ensure that the built-in or supplied diagnostic facilities for the BT Provided Equipment or Customer Equipment (if applicable) has been used in accordance with the Equipment Manufacturer s instructions; and (h) to provide accurate and complete information as and when reasonably requested by BT ; and (i) to accept the terms of any licence agreement associated with an update of ; and (j) not to use any provided under this Contract with any equipment other than BT Provided Equipment or Customer Equipment registered with BT for the Service; and (k) to pay any additional licence, audit or other fees associated with the use of provided under this Contract and used with any equipment other than BT Provided Equipment or Customer Equipment registered with BT for the Service; and (l) to make regular back-ups of configurations and data adequate for its purposes and to store, archive and maintain those back-ups to best industry standards; and (m) during the term of this Contract, not to appoint or contract with any other person, firm or company to supply all or any part of the Service.
8.2 The Customer is responsible for the security and proper use of all user identifications and passwords used in connection with the Service (including changing passwords on a regular basis) and must take all necessary steps to ensure that they are kept confidential, secure, used properly and not disclosed to unauthorised people. The Customer must immediately inform BT if there is any reason to believe that a user identifications or password has or is likely to become known to someone not authorised to use it or is being or is likely to be used in an unauthorised way. 9 SECONDARY MARKET EQUIPMENT The Customer acknowledges and agrees that the Service shall not be provided for Secondary Market Equipment. In the event that BT discovers that Service is being provided to Secondary Market Equipment, BT reserves the right to terminate this Contract or Service pursuant to Clause 17.3 (a) of the General Conditions. APPENDIX A Call Manager Basic Administration Add a new IP Phone Add a new IP Communicator (soft phone) Add a new Analogue Telephone Adapter (ATA) Add a new Extension Mobility Profile Add a new User to the Corporate Directory Add a new Extension to an existing phone Change an Extension number Change Call Privileges (International, Premium Rate etc) Change assigned User / Display name Change Hunt Group membership Change Pickup Group membership Change Call Forward Destinations Change Call Waiting parameters Change Speed Dial settings Change Service Button settings Change Phone settings : - Speakerphone Enabled/Disabled - Phone Button Template Move a Phone / Extension : - Remove an Extension from an Existing phone - Remove a Phone and associated settings - Remove a User from the Corporate Directory Add Additional licenses to CUCM 5/6 (licences must be purchased separately) Advanced Administration Add or Delete Class of control parameters (CSS/Partitions) Add or Delete Route Patterns Add or Delete Hunt Group Change Customer Matter Codes Change Forced Authorisation Codes Change MOH Configuration Arc
Basic Administration During normal working hours ( requirement to Stop and Start the Arc CT Server) Add or Delete Operator Change Operator permissions (e.g. access to amend directory contact details). Change Operator Console Queue assignments. Change Operator group assignments. Add, Change or Delete Break hour s Add, Change or Delete Voice Break hour s Add, Change or Delete Monitor Templates Advanced Administration During normal working hours ( requirement to Stop and Start the Arc CT Server) Add, Change or Delete Directory group configuration. Change Directory Field mappings. Change Queue overflows. Add, Change or Delete Call Filters. Add, Change or Delete Voice script Change Voice Session. Change In Queue Message configuration. Add, Change or Delete Voice Call Filter IPFX Basic Administration Add or Delete user Change Name / Extension Change User Feature Options Add or Delete User to Queue Add user licenses Add or Delete voicemail box Change voicemail properties per box Change voicemail / presence options per user e.g. deliver Voicemail to Outlook Advanced Administration Add, Delete Queue Change IVR call flow Add, Delete agent Change Queue / agent priorities Change Music on hold / announcement Change night service / time of day queue properties Add, Change or Delete detailed agent options e.g. skills based agent queue options Add, Change or Delete Call-back options. Add, Change or Delete call delivery options e.g. longest idle / serial hunt Change report access levels Change report properties Unity Basic Administration Add subscriber Change account lockout status Change password Change Class of Service Add, Change or Delete MWI extension Add, Change or Delete Alternate extension
Advanced Administration Add, Change or Delete Call Handlers Add, Change or Delete Directory Handlers Add, Change of Delete Call Routing Rules Change Restriction Tables Add, Change or Delete Schedule Add, Change or Delete Holiday settings
APPENDIX B SERVICE FEATURES Name of Remote Technical Support Advanced Hardware Replacement Onsite Field Engineer Access to Equipment Mfr s Online Support Centre Supply of Operating / Application Updates Security Feature Set Updates Service and Code Onsite 24x7x4 (CARE-OSP) Advanced hardware replacement in Onsite response within 4 hours. 4 hours. 24 hours a day, 7 days a 24 hours a day, 7 days a week week 24 hours a day 7 days a week Onsite 10x5x4 Advanced hardware replacement in Onsite response within 4 hours. 4 hours. Mon to Fri, 8am to 6pm. (CARE-OSE) (excl Onsite 10x5xNBD (CARE-OS) Advanced hardware replacement Onsite response by the end of the by the end of the next Business next Business Day. Mon to Fri, Day. 8am to 6pm. (excl public holidays) Adv Rep 24x7x4 Advanced hardware replacement in 4 hours. 24 hours a day, 7 days a (CARE-SNTP) 24 hours a day 7 days a week week Adv Rep 10x5x4 Advanced hardware replacement in 4 hours. Mon to Fri, 8am to 6pm. (CARE-SNTE) (excl Adv Rep 10x5xNBD (CARE-SNT) Advanced hardware replacement by the end of the next Business Day. Application Services t Applicable Minor & Maintenance releases of Application (CARE-SAS) Application + Upgrades t Applicable releases of Application (CARE-SAU) Essential Operate Cisco Unified Comms Minor & Maintenance releases t Applicable of Cisco Unified Comms Application (CARE-ESW) Cisco Unified Comms Subscription [1] (UCSS) 24 hours a day 7 days a week t Applicable Provided with Essential Operate Service Major releases of Cisco Unified Comms Application IPS Onsite 24x7x4 (CARE-SUO3) Advanced hardware replacement in Onsite response within 4 hours. 4 hours. 24 hours a day, 7 days a 24 hours a day, 7 days a week week 24 hours a day 7 days a week IPS Onsite 10x5x4 Advanced hardware replacement in Onsite response within 4 hours. 4 hours. Mon to Fri, 8am to 6pm. (CARE-SUO2) (excl IPS Onsite 10x5xNBD (CARE-SUO1) Advanced hardware replacement Onsite response by the end of the by the end of the next Business next Business Day. Mon to Fri, Day. 8am to 6pm. (excl public holidays) IPS Adv Rep 24x7x4 Advanced hardware replacement in 4 hours. 24 hours a day, 7 days a (CARE-SU3) 24 hours a day 7 days a week week IPS Adv Rep 10x5x4 (CARE-SU2) Advanced hardware replacement in 4 hours. Mon to Fri, 8am to 6pm. (excl IPS Adv Rep 10x5xNBD (CARE-SU1) Advanced hardware replacement by the end of the next Business Day. Operating Support (CARE_SW) t Applicable t Applicable
[1] The Cisco Unified Communication Subscription service must be ordered in conjunction with the Essential Operate Cisco Unified Communication Service.