Request for Contract Checklist - Avaya · Web viewIndustry Standard Full Service Premium Section 1: Standard Service Hours Services will be performed during “Standard Service Hours”

Avaya Global Services

Implementation Services Package:Upgrade and Platform Migration

Customer Name: Project Code:

This Implementation Services Description (“ISD”) sets forth the Implementation Services provided by Avaya and associated Customer responsibilities under defined Implementation Services Packages. This ISD is an attachment to your written commercial agreement with Avaya (e.g., Customer Agreement, General Conditions of Sale and License or General Conditions of Maintenance and Managed Services, etc.). This ISD serves as the Statement of Work (“SOW”) for the defined Implementation Services Packages covered hereunder. In the event of a conflict between this ISD and your written commercial agreement with Avaya, the terms and conditions of your written commercial agreement will control. Unless otherwise defined in this ISD, capitalized terms used in this ISD will have the meanings specified in your written commercial agreement.

Check all that apply:

Level of Service

CommunicationsManager/

Call Center Messaging CMS BCMR PowerProgram

Management

Industry Standard

Full Service

Premium

Section 1: Standard Service HoursServices will be performed during “Standard Service Hours” in the applicable Avaya region, which are Monday-Friday, excluding Avaya-designated holidays, between the following hours:

Asia Pacific (APAC) 9:00 am – 6:00 pmCaribbean & Latin America (CALA) 9:00 am – 6:00 pmEurope, Middle East & Africa (EMEA) 8:00 am – 6:00 pmUnited States 8:00 am – 5:00 pmCanada 8:30 am – 5:00 pm

The Avaya Project Manager and software resource will deliver services remotely unless on-site support is purchased.

Work performed outside Standard Service Hours may be subject to overtime charges at the following rates: 1.5 times the standard time and materials rate for the applicable technical resource (e.g. project manager, software specialist, software associate, technician, etc.) for standard overtime and 2.0 times the standard time and materials rate for premium overtime as noted in the following table.

Overtime (1.5 Times) Premium Overtime (2.0 Times)

Evenings, Monday-Friday 5:00 pm-8:30 am Saturday 12:00 am (midnight)–Monday 8:30 am

Saturday, 8:00 am–12:00 am (midnight) Avaya designated holidays

Section 2: Avaya Deliverables (Based on Implementation Package and System Type)Avaya will provide project management, software and technician resources for the implementation package identified on the order. Only the applicable services and deliverables offered under the selected package as indicated on the following table and which apply to the relevant products specified on the order will be provided. Services and deliverables which are designated as “optional” under a specific package are not included in the package, but may be separately ordered subject to additional fees. Avaya Project Management and software design services will deliver services remotely unless on-site

Effective12/3/2007 Avaya – Proprietary & Confidential Page 1 of 11Use pursuant to the terms of your signed agreement or Avaya policy.

support is purchased. More detailed descriptions of the services and deliverables that Avaya provides under these Implementation Service Packages and applicable Customer responsibilities are specified at http://support.avaya.com/implservicepackages. Such descriptions are incorporated by reference into this ISD.


http://support.avaya.com/implservicepackages

IP Telephony Communications Manager – Upgrades/Platform Migration

Services and Deliverables Industry Standard Full Service

PROJECT MANAGEMENT

Project Management (For Media Servers)

Project Management (For LSPs, Gateways, Backup Servers and Upgrades)

Onsite Support – Project Management Optional

SOLUTION PREPARATION

Network Readiness Assessment: Detailed Optional Optional

Network Readiness Assessment: Basic Optional Optional

SOLUTION DESIGN AND DEVELOPMENT

System Software and Network Translations – Platform Migration

System Software and Network Translations – Gateways/Upgrades/Backup Servers

System Software and Network Translations – LSPs

Add’l RFA Licenses Optional Optional

Trunking Translations (Digital, T1, SIP & IP) excludes DCS/QSIG

Station Programming

Station Programming: IP Softphones/IP Softconsoles

Software Programming for IP Interface Boards

Network Region Design Implementation

Control Network Implementation

EC500 Mobility

Phone Access Vulnerability Review

Onsite Support – Software Specialist Optional

After Business Hours Software Support

SOLUTION DEPLOYMENT

Hardware Upgrades

LSPs/gateways will be connected to the ESS server Optional

GigE Adapters

Server Separation

Software and Firmware Upgrades

Staging

Trunk Installation

Cable Installation

Uninterruptible Power System (UPS) Installation

STATIONS

Station Installation

Station Placement

Switch Room Cross-Connects


IP Telephony Communications Manager – Upgrades/Platform Migration


Remote Access Connectivity Upgrade

Cutover Support – After Business Hours

Help Desk Support: Platform Migrations and Software/Hardware Upgrades

Help Desk Support: Software Only Upgrade

Additional Help Desk Optional

KNOWLEDGE TRANSFER

Instructor-Led End User Training Optional

System Handoff Review

NOTE: See below Help Desk Support section for additional support.

Additional CSD Products – Upgrades/Platform Migration


SIP ENABLEMENT SERVICES IMPLEMENTATION

CTI

Application Enablement Services 3.x to 4.x

CVLAN Integration

CONFERENCING

EMMC

Help Desk Support – Upgrades/Platform Migration

I/P TELEPHONY/COMMUNICATIONS MANAGER

Hardware and Software Upgrades

4 Software-Only Upgrades 2

Platform Migrations 4

New Station Installation (If offer also includes this deliverable, additional Help Desk support will be calculated as indicated below.)

Number of New Stations Total Hours Number of New Stations Total Hours

1–10 1 251–500 8

11-50 2 501–1000 16

51–100 3 1001–3000 24

101–250 4 > 3000 32

MESSAGING

Avaya customer service engineer will provide four hours of Help Desk support on the first day of business following an upgrade.

NOTE: Help desk is delivered on-site by the technician. All other resources are remote.


Standalone Power Systems – Upgrades/Platform Migration

Services and Deliverables Full Service

PROJECT MANAGEMENT

Project Management


Pre-Implementation Design Conference Call

Site Survey

SOLUTION DEPLOYMENT

Hardware Installation

NOTE: There is no Full Service or Premium Package for Standalone Power Systems.

Modular Messaging – Upgrades


PROJECT MANAGEMENT

Project Management (Upgrade)

Onsite PM Support Optional

Third-Party Vendor Engagement N/A


Design Conference Call Optional with msg. appl. imp.

Site Survey


Messaging System Parameters N/A

Data Gathering and Input N/A

Subscriber Mailbox Programming N/A

Mailbox Creation

Mailbox Migration

On Site Software Specialist Support Optional

Caller Apps (New) Optional

Application Implementation Optional

Client Add-ins Optional

Subscriber Options Optional

Client Access Optional

Enhanced List Administration Optional

Fax Integration Optional

Web Client Optional

Web Subscriber Options Optional

Point-to-Point Network Optional


Modular Messaging – Upgrades


CAMRI Optional

Hub and Spoke Network Endpoint Addition Optional

Node Profile Removal Optional

SOLUTION DEPLOYMENT

Hardware Installation: Upgrade when applicable h/w replacement

Avaya-Provided Supplemental Servers: Upgrade when applicable hardware replacement

Software Installation

Remote Access Line (New or Survivable) N/A

Cutover Support (after hours) (New or Survivable)

Help Desk Support: New Installation N/A

Help Desk Support: Upgrade

Additional Help Desk Optional

KNOWLEDGE TRANSFER

Application Implementation Knowledge Transfer Optional

Client Add-Ins Optional

Subscriber Options Optional

Client Access Optional

Enhanced List Administration Optional

Web Client Optional

Web Subscriber Options Optional

Instructor-Led End-User Training N/A

Training Room Setup N/A

SYSTEM HANDOFF REVIEW

Extended Solution Orientation Optional

Program Management Out of Scope:- Any 87xx platform implementations new and upgrade- Modular Messaging implementations new and upgrade- UC implementations new and upgrade- Multiple phases within a single site

NOTE: All Program Management Services listed in the chart below will be performed remotely unless specifically requested by the customer to be delivered on-site. Travel and lodging charges of $ 1,500 apply for all on-site services and will be billed to the customer.

Program Management – Upgrades


Single Point of Contact (SPOC) for planning and managing implementation

Provide Program Management for projects and phases across enterprise

Monitor the technical, financial and schedule the project


Program Management – Upgrades


Plan, direct and control activities of personnel associated with project

Coordinate formation of project team

Establish work groups to manage implementation, cutover, testing and user acceptance

Provide program oversight local Avaya resources

Coordinate escalation and resolution of issues

Communicate Customer’s implementation standards to Avaya local resources

Publish an d manage master project plan, including major milestones for implementation

Call Center – Upgrade Design With BCMR-D

Services and Deliverables (Applicable if design services are required) Industry Standard Full Service

PROJECT MANAGEMENT

Project Management


Call Center SOW Review


Call Center Data Gathering and Design Analysis

Call Center Design Testing

Call Center Design Completion

SOLUTION DEPLOYMENT

Call Center Cutover Support

Weekend Cutover Support Optional Optional

BCMR Client Installation Support

KNOWLEDGE TRANSFER

Call Center First Day of Business Support

BCMR Administrator Training

BCMR Reports Training

IP Agent Training

1 day of training - Remote Optional Optional

2 days of training – On Site Optional Optional

3 days of training – On SIte Optional Optional

BCMS Training Optional Optional

Visio Call Flow Diagram Optional Optional

Call Center Engagement Wrap-Up


Call Center – Upgrade Design With CMS

Services and Deliverables (Applicable if design services are required) Industry Standard Full Service

PROJECT MANAGEMENT

Project Management


Call Center SOW Review


Call Center Data Gathering and Design Analysis

Call Center Design Testing

Call Center Design Completion

SOLUTION DEPLOYMENT

Call Center Cutover Support

Weekend Cutover Support Optional Optional

CMS Supervisor Installation, Configuration and Testing Support

KNOWLEDGE TRANSFER

Call Center First Day of Business Support

CMS Administrator Training Optional Optional

CMS Reports Training

IP Agent Training

1 day of training Optional Optional

2 days of training Optional Optional

3 days of training Optional Optional

CMS Training Optional Optional

Visio Call Flow Diagram Optional Optional

Call Center Engagement Wrap-Up

CMS – Upgrades

Services and Deliverables Industry Standard Full Service Premium Service

PROJECT MANAGEMENT

Project Management SOLUTION PREPARATION

Site Survey SOLUTION DESIGN AND DEVELOPMENT

Integration/Provisioning (Up to 4 ACDs)

Provisioning (Up to 8 ACDs) Data Migration Network Printer Interface Report Verification Up to 10 Reports


CMS – Upgrades

Services and Deliverables Industry Standard Full Service Premium Service

Work Force Management Real-Time and Historical External Call History (ECH) SOLUTION DEPLOYMENT

CMS Hardware Installation

Platform Upgrade and Configuration

BCMR – Upgrades


PROJECT MANAGEMENT

Project Management SOLUTION PREPARATION

Site Survey SOLUTION DESIGN AND DEVELOPMENT

Integration/Provisioning (Up to 4 ACDs)

BCMR Client Installation


BCMR Wallboard Customization SOLUTION DEPLOYMENT

BCMR Hardware Installation

Platform Upgrade and Configuration KNOWLEDGE TRANSFER


Optional Add-Ons


SECURITY

PBX Security Lockdown, 0-1000 Ports Per System – With Maintenance

PBX Security Lockdown, 0-1000 Ports Per System – Without Maintenance





SHS, Call Management System – With Maintenance

SHS, Call Management System – Without Maintenance

SHS, INTUITY AUDIX – With Maintenance

SHS, INTUITY AUDIX – Without Maintenance

SHS, MAP D Media Processor – With Maintenance

SHS, MAP D Media Processor – Without Maintenance

PBX Security Lockdown, Survivable Remote Per System – With Maintenance

PBX Security Lockdown, Survivable Remote Per System – Without Maintenance


NOTE: Services listed in the Add-Ons table are optional. Their availability depends on the implementation package type, as indicated.

Section 3: Change Control ProcedureAvaya will respond promptly to Customer’s change requests. Change requests to the project will be accepted by Avaya only if the work can be completed by the In-Service Date. If there are change requests that cannot be processed by the In-Service date, the changes will be processed as a stand alone transaction or part of a future project. Changes will be valid only where agreed in writing by both parties.

Section 4: General Customer ResponsibilitiesCustomer responsibilities include the following:

- Designate single point of contact (“SPOC”) for Avaya. Individual will have thorough understanding of business requirements and technical environment, and will be authorized to make binding decisions on Customer’s behalf.

- Verify and arrange for installation of all applicable network connections and provide all circuit information (e.g., IP address, subnet mask, gateway, machine names, modem numbers) including network diagrams.

- Ensure that demarcation (DMARC) and applicable wiring are identified and that DMARC points can be connected to the Avaya equipment with the cables that have been provided.

- Ensure that a 7x24 dedicated remote-access line is installed no later than the date on which Avaya begins work.

- Obtain all necessary permits and/or licenses required prior to installation of equipment. These costs are not included in the scope of this project.

- Accept receipt of all equipment; retain shipping documentation; inventory shipments by box count; and report any obvious external damages.

- Provide secured site for storage and installation of equipment, including all necessary electrical, wiring, grounding and HVAC. Provide floor plans for equipment-room configuration and related locations, if applicable.

- Verify and arrange for installation of equipment provided by third-party vendors, including connectivity, if applicable. Ensure the performance of services provided by third-party vendors, if applicable.

- Provide properly equipped training room including all necessary facilities; ensure that administrator and end-users complete training on schedule, if applicable.

- Work with Avaya to establish trouble-reporting procedures and logistics for use in connection with the Avaya cutover support, if applicable.

- Communicate all applicable implementation requirements to Avaya Product Manager during the planning phase and prior to commencement of the implementation.

- If requested by Avaya, sign and return a Project Closure Form, acceptance certificate or other document evidencing acceptance.

- If Customer fails to meet its cooperation obligations under this ISD or as otherwise provided in Customer’s commercial Agreement with Avaya, Avaya may delay or suspend its delivery of Products or performance of Services relating to Customer’s failure and charge Customer for resulting reasonable out-of-pocket expenses. If the failure continues for thirty (30) days following Avaya’s written request to Customer to meet these obligations, in addition to the remedies above, Avaya may treat the order as if Customer cancelled the order after delivery.

Costs incurred by Avaya due to non-performance by Customer or Customer's vendor(s), or a price increase implemented during an installation delay caused by Customer or Customer's vendor(s), may result in additional charges, which Avaya will identify in writing for Customer.


Customer Signature: Avaya Canada Corp. Signature:

Printed Name: Printed Name:

Title: Title:

Date: Date:


Documents

Request for Contract Checklist - Avaya · Web viewIndustry Standard Full Service Premium Section 1: Standard Service Hours Services will be performed during “Standard Service Hours”