Service Publication and Price Guide Hosted PBX Premier INDEX Product Overview Implementation Responsibility Overview Telekenex Fully Managed Solution CPE (Customer Premise Equipment) Guidelines Service Details Circuit Utilization Pricing Guide 1
Product Overview: Hosted PBX Premier Telekenex Hosted PBX Premier delivers hosted and managed Voice over IP through a single DSL or T1 connection. At the Customer Premise, Telekenex partners with Cisco Systems to deploy the highest in quality equipment. The fully managed Hosted PBX Premier includes: Cisco Router or IAD, Cisco POE Switch (if applicable), Cisco IP Phones, UPS (if purchased), Firewall Security, Access to Local and Long Distance. Optional services include: Hosted Firewall and Private Networking connectivity between multiple locations. Services: Local and Long Distance (48 States) - $0.029 per minute Internet Access via DSL or T1 Circuit Incoming Virtual Fax Lines Reservationaless Conference Bridge On-Demand User Training 24x7x365 Customer Support Managed Hosted Firewall (optional) MPLS Private Network (optional) Premier Plus (optional) Auto Attendant (optional) Console Assistant (optional) Hunt Groups (optional) Customer Music on Hold Basic (optional) Ougoing Fax Service $0.029 per page (optional) Toll Free Service - $0.045 per minute (optional) UPS Uninterrupted Power Source (optional) Index 2
Implementation Responsibility Overview The responsibilities for both parties, Telekenex and the Customer, are outlined below. Telekenex Responsibilities: Provide single point of contact during installation and an Account Manager for ongoing support. Schedule conference call with Customer to verify scope of work, confirm preliminary information, and gather high-level requirements pertaining to system installation. Conduct initial System Design Session to determine and document your detailed phone design. Schedule IP schema call between customer IT contact and Telekenex network engineer to determine network design (if applicable). Confirm timeline with Customer. Install local loop (DSL or T1) at customer installation location. Install and connect Telekenex Cisco Router/IAD at customer installation location. Ship Telekenex Phone in a Box equipment to customer installation location. Provide web access to Telekenex Training Center to view training modules. Provide Quick User Guides for Phone & Voicemail, Command Center (if purchased), and Console Assistant (if purchased). Provide Project Closeout Document after installation which will include Telekenex Customer Support information. Customer Responsibilities: Designate a single point of contact to support the installation process. Such person should have detailed knowledge of current phone system and act as decision maker on behalf of the customer. Telekenex recommends a backup for the designated single point of contact. Ensure Telekenex-requested information or documentation needed for the installation be delivered within agreed timeframe. For example, installation address, network diagram, floor plan, phone bills, and user information, etc. Provide rack or cabinet space for Telekenex-provided Cisco Switch, Cisco Router/IAD, and UPS (if purchased). Confirm minimum cabling requirement of Category 5 or higher. Customer must provide one home run Cat 5 cable per End User location to a single telco closet. If customer location does not have sufficient cabling for each workstation where a Cisco IP phone will be placed, or has multiple telco closets, Telekenex can provide cabling work at Telekenex standard time and material rate. Telekenex can also provide extra switches (see Price Guide). Provide any security clearances and coordinate with Building Management to allow access to customer telecom closet or building minimum point of entry (MPOE). 3
Review, approve and sign off on System Design Session (SDS) document. Sign off on final SDS document should be submitted five (5) business days prior to actual installation date. If there is a request change for installation date after the final SDS document has been approved, Customer will be billed for a one-time Change of Critical Date fee. Meet minimum equipment and system requirements for Console Assistant application (if purchased). Console Assistant will run on Customer-provided PC and must have Windows-based operating system with the following requirements: Windows XP with Service Pack 2 or Windows 2000; Pentium 4 processor or better; 256 MB of RAM recommended, minimum of 128 MB; Windows.NET Framework 1.1; minimum of 30 MB of disk space. Verify system functionality and operation of system. Index 4
Telekenex Fully Managed Solution CPE (Customer Premise Equipment) Guidelines Telekenex will install at customer premise Telekenex-provided Cisco Router/IAD. Below is a summary of how Telekenex supports CPE after installation. Telekenex Fully Managed CPE Summary If Telekenex-provided CPE is defective or damaged due to Telekenex employee workmanship, it is Telekenex s responsibility to replace or repair the defective part(s). Telekenex will not be responsible for any defect or damage resulting from mishandling, abuse, misuse, improper storage, accident, negligence, theft, vandalism, fire, water or other peril beyond the control of Telekenex. Additionally, Telekenex is not responsible for conditions outside of the environmental specifications, including and not limited to wiring, electrical power, temperature, humidity or dust, or causes other than normal use, or improper installation by someone other than Telekenex employees. If such damage is incurred, customer will be invoiced for CPE at Telekenex standard rates. Customer may not connect any devices to Telekenex equipment without receiving prior consent from Telekenex. In the event Telekenex-provided CPE causes degradation in service and needs to be troubleshot by Telekenex, then Telekenex will invoice Customer at then-current T&M rates and said degradation in service shall not be considered a Telekenex outage. In the event there is a defect with a Cisco IP phone that cannot be resolved through phone support, Telekenex will ship a replacement via overnight delivery and provide a call tag for the return of the defective Cisco IP phone. If the defective phone is not returned within five (5) business days, Customer will be billed for the replacement of the Cisco IP phone. If the Customer prefers onsite troubleshooting support or professional installation of the Cisco IP phone, Telekenex will invoice Customer at standard time and material rates. In the event a Telekenex technician is dispatched to the customer site and the problem did not stem from Telekenex-provided CPE, Customer will be billed at Telekenex standard labor rates plus trip charge. Index 5
Service Details Equipment The following Telekenex-provided equipment will be at the customer site: Cisco Router/IAD, Cisco POE Switch, and Cisco IP Phone. The Cisco Router/IAD will be installed by a Telekenex technician. The Cisco POE Switch(s) and IP Phones will be shipped via Phone in a Box from Telekenex to Customer installation location. Telekenex will deploy the appropriate switch type based on package purchased. Telekenex will provide one (1) switch port per IP Phone. If customer requires additional switches due to multiple floor or multiple phone closets, Telekenex will provide the switch at the MRC/NRC charge (please refer to Price Guide). Telekenex provides one (1) three-foot Category 5 cable, to connect from the Cisco Switch to the Cisco IP Phone. If additional cables or longer cables are requested, Telekenex will bill customer the standard material rate. Circuit Telekenex will extend the circuit from the customer MPOE riser feeder to the Telekenex-provided Cisco Router/IAD, up to 50 feet of extension and up to two (2) hours of tech time. Any additional tech time and any additional extension beyond 50 feet will be charged at Telekenex standard time and material rate. If riser feeder is not available from MPOE, Telekenex may install such cable at Telekenex standard time and material rate and bill the customer directly. If Building Management requires a third party riser company to extend the circuit, third-party riser company will invoice Customer directly. In the event the third party riser company invoices Telekenex, Telekenex will bill back this charge to the Customer at cost plus 20%. Cabling Customer is responsible for meeting the minimum cabling requirement of Category 5 or higher. All cable work that is not quoted shall be charged at Telekenex standard time and material rates. Any cable work requested on day of installation will be charged at Telekenex standard time and material Overtime Labor Rates. All cable works will be charged at one (1) hour minimum. One trip charge will be charged per day per technician, except for additional cabling work done on day of installation. Rack/Cabinet Space Customer is responsible for providing adequate rack or cabinet space for Telekenex-provided equipment: Cisco Switch, and Cisco Router/IAD. The equipment should be located in a proper environment with suitable temperature, humidity, and dust free. 6
Professional Phone Installation All Hosted PBX Premier packages are based on a self installation model. However, Customer may choose our Professional Installation option where a Telekenex technician will be onsite to plug in all the IP phones for that site. The charge for Professional Installation is $475 per location. The Telekenex technician is only responsible for installing all the IP phones for that location. Any other requests, such as cabling or circuit extension, will be billed to Customer at Telekenex standard time and material rate. Training Telekenex offers online training modules for end-users via a password protected Training Center web portal. On-demand training modules include: Phone and Voicemail, Command Center, and Console Assistant. Customer may choose onsite Professional Training at $250 per session. Each session is one (1) hour long. The $250 fee does not include flight and hotel charges which will be billable to the Customer. Console Assistant Console Assistant is compatible only with Windows-based operating system with the following requirements: Windows XP with Service Pack 2 or Windows 2000; Pentium 4 processor or better; 256 MB of RAM recommended, minimum of 128 MB; Windows.NET Framework 1.1; minimum of 30 MB of disk space. Customer is responsible for providing a PC with these minimum requirements. Virtual Fax Telekenex Virtual Fax solution provides inbound and outbound fax service. For inbound fax service, all incoming faxes are converted to PDF format. Additionally, all incoming faxes will reside on the Telekenex system for 90 days and will automatically delete after 90 days. For outbound fax service, this option is only accessible through the fax portal or the user s Command Center (if available). Compatible documents include Microsoft Office 2003, ACSII, PDF, JPEG and GIF. Reservationless Conference Bridge Reservationless Conference Bridge includes a toll-free dial in number with a dedicated moderator and guest ID. The rate is $0.079 per minute per participant. Charge is calculated based on actual usage. Meet-Me Conferencing is available for Hosted Premier Plus users with a Command Center account. Specific number of ports (participants) and time duration must be reserved at time of set-up. The rate is $0.029 per minute per port. Charge is calculated based on the actual number of ports and time duration reserved, not based on actual usage. 7
Unlimited Calling Unlimited calling includes local and long distance calling anywhere to the lower U.S. 48 states only; excludes Alaska, Hawaii, U.S. territory, and International, which is available for additional fee. Unlimited usage should not exceed 2,000 minutes per month per user. Unlimited usage does not include any mobile phone integration minutes. Customers with unlimited calling packages may only be used for normal business use. A combination of factors is used to determine abnormal use, including but not limited to: trunking or forwarding your Telekenex number to another number(s) capable of handling multiple simultaneous calls, spamming and blasting calls. Telekenex reserves the right upon prior notice to suspend or cancel unlimited calling service if Telekenex determines abnormal use behavior exist. Passwords For security and protection purpose, Customer is responsible for changing all user and administrative passwords set by Telekenex. Telekenex will set the initial default password for all users to include: Phone, Voicemail, Command Center (if available), and Console Assistant (if purchased). Ongoing Maintenance As part of the fully hosted solution, Telekenex provides ongoing maintenance of your system. Software upgrades to the Hosted PBX platform are included. Any system adds, moves and changes will be charged at Telekenex standard labor rates. Toll Fraud Disclaimer The Services provided have been designed to be reasonably secure from unauthorized usage and intrusions. However, the Services are not invulnerable to fraud or hacking. Telekenex disclaims any express or implied warranty that the Services are technically immune from or prevent fraudulent intrusions into and/or unauthorized use for the Services (including its interconnection to long distance networks). Customer is hereby warned that fraudulent use of the Services, including but not limited to DISA, auto-attendant, voice mail, 800 and 900 service and 10xxx, is possible. Telekenex makes no express or implied warranty against such fraud or hacking, and will not be responsible for consequential, incidental or special costs, including without limiting the generally of same, telephone line charges resulting from such activity. 8
Circuit Utilization Telekenex circuits are designed to be used dynamically for voice (IP) and data (IP). Customer must subscribe to these specific services in order to receive them. In order for Telekenex to guarantee voice services, Customer may not exceed a maximum utilization of 70% of total circuit capacity. Index 9
Pricing Guide Below outlines the Hosted PBX Premier standard time and material rates, as well as other related fees. If additional services are added to your existing solution, please refer to the below Fully Managed PBX Description section for the Monthly Recurring Charge (MRC) and Non-Recurring Charge (NRC). Telekenex Standard Time and Material Rates Hourly Trip Charge Standard Rate (Up to 8 hours) M-F 8am-5pm $175.00 $85.00 Standard Rate (Over 8 hours) M-F 8am-5pm $125.00 $85.00 Over Time Rate M-F, 5pm-Midnight, Sat. 8am-5pm $262.50 $85.00 Double Time Rate M-Sat. Midnight-8am, Saturday 5pm- Midnight, All day Sunday $350.00 $85.00 Circuit Expedites Fee California: AT&T/SBC Main Territory $500.00 California: Verizon 722/730 Territory $750.00 Other $2,500.00 *Note: Expedite Fee does not guarantee earlier installation date than Firm Order Confirmation date. Change of Critical Dates Final signed SDS not received by Telekenex five (5) business days prior to installation date Customer-requested change to install date after schedule has been approved Fee $1,500.00 $1,500.00 Fully Managed PBX Description Included MRC NRC UPS $25.00 $75.00 Extra 8-port Switch $50.00 $200.00 Extra Router $75.00 $150.00 Premier Plus Per User $9.95 Auto- Attendant $30.00 $30.00 Standard Auto-Attendant $150.00 Custom Auto-Attendant (incl. 4 hours) $300.00 Auto- Attendant Revisions (Hourly Rate) $150.00 Custom Music on Hold - Basic $35.00 $75.00 Physical Receptionist Console- 7914 $24.00 $50.00 Soft Receptionist Console- Per License $25.00 $25.00 Hunt Group Lead Number $30.00 $30.00 Hunt Group NRC Set up; MRC per phone $5.00 $150.00 Page Group NRC Set up $150.00 Voice Mail Only $8.00 Toll Free Number (MRC plus usage) $5.00 $10.00 10
Virtual Fax (Incoming) Per User $5.00 $5.00 Fully Managed PBX Description Included MRC NRC Block of 20 Number Reservation $12.83 $20.00 Block of 100 Number Reservation $36.25 $50.00 5000 Toll Free Minutes $175.00 5000 Outgoing Minutes $125.00 MPLS Per Site $85.00 $50.00 Data Center 1U $129.00 Content Filtering Per Site $10.00 Intrusion Protection Per Site $10.00 Antivirus Protection Per Site $10.00 Application Control Per Site $10.00 Silver Level Monitoring Per Site $25.00 $50.00 Onsite End-User Training Per Session $250.00 Professional Phone Installation Per Site $475.00 Extra Power Supply $3.50 $5.00 3 Foot Patch Cable (1) Per Phone $3.95 5 Foot Patch Cable (1) Per Phone $3.95 7 Foot Patch Cable No $4.95 14/15 Foot Patch Cable No $7.95 25 Foot Patch Cable No $14.95 12 Patch Panels No $149.50 24 Patch Panels No $195.50 48 Patch Panels No $308.33 Floor Racks No $262.50 Wall Mount Rack No $462.50 Rack Shelves No $193.53 Faceplates No $2.88 Biscuits No $3.38 Jacks No $7.82 Wall Mount Jacks No $9.95 11