PREPARED: APRIL 18, 2013

Nexus IS Professional Services

Cisco Unified CommunicationsUpgrade Solution

Statement of Work

Final Version 11.0SUBMITTED TO:

2270 Trumble Road,Perris, CA

leemTypewritten TextEXHIBIT "A"

CONFIDENTIALITY NOTICEThe information contained herein is considered confidential and proprietary, producedsolely for the Eastern Municipal Water District identified above.This document and its contents are intended for the expressed purpose of presenting theservices proposed herein to the prospective Eastern Municipal Water District otherwise knownas EMWD named herein. No part of this document may be reproduced, copied or distributedin any form or by any means, either wholly or in part, or otherwise disclosed to third partieswithout the expressed written consent of Nexus Integration Services, Inc. (Nexus).By accepting receipt of the contents herein the recipient agrees that the document, all updates,and the information contained therein, will be held in trust and confidence and will not beused, reproduced in whole or in part, nor its contents revealed to others except to meet thepurpose for which it was delivered. It is understood that no right is conveyed to distribute,reproduce or have reproduced any portion of this document or item herein disclosed withoutthe expressed written permission of Nexus.Should this document or any part of it be used for any other purpose other than as a Statementof Work as a part of this Professional Services engagement between Nexus and the prospectiveEastern Municipal Water District named herein, Eastern Municipal Water District will becharged a Consulting fee as deemed reasonable by Nexus.

Distribution Category Confidential and Proprietary

Eastern Municipal Water District Acknowledgement: ________________________

Reproduction Category Sensitive

ContentsContents ..............................................................................................................3

1 Contact Information.....................................................................................5

2 Executive Summary.....................................................................................62.1 Nexus Profile..................................................................................................................... 6

2.2 Eastern Municipal Water District Profile ........................................................................ 7

2.3 Project Overview - Proposed Solution ........................................................................... 7

3 Solution Overview .......................................................................................93.1.1 Current Environment ................................................................................................. 9

3.1.2 Functional Requirements ........................................................................................ 10

3.1.3 Solution Components.............................................................................................. 13

4 Professional Services Overview...............................................................174.1 Design Development ...................................................................................................... 17

4.2 Development Tasks........................................................................................................ 17

4.3 Nexus Standard Development Configurations............................................................ 22

4.3.1 *Nexus Standard Softkey Template ....................................................................... 22

4.3.2 **Nexus Standard UCM Deployment Features...................................................... 22

4.3.3 ***Secure Voice Features ........................................................................................ 23

4.4 Excluded Features.......................................................................................................... 23

4.5 Network Ready for Use (NRFU) Testing....................................................................... 24

4.6 Knowledge Transfer ....................................................................................................... 24

4.6.1 Train the trainer knowledge transfer...................................................................... 24

4.6.2 Administrative knowledge transfer ........................................................................ 25

4.6.3 Contact Center Agent / Supervisor Knowledge Transfer .................................... 26

4.6.4 Contact Center Administrative Knowledge Transfer ........................................... 26

4.7 Cutover/First Day of Support ........................................................................................ 26

4.8 Deliverables..................................................................................................................... 26

4.9 Project Completion......................................................................................................... 27

4.10 Issue Escalation ............................................................................................................. 27

4.10.1 Implementation Issues ............................................................................................ 28

4.10.2 Operations and Maintenance (O&M) Issues.......................................................... 28

5 Responsibilities .........................................................................................31

5.1 Project Coordination ...................................................................................................... 31

5.2 Requirements Definition Document ............................................................................. 34

5.3 System Configuration .................................................................................................... 35

5.4 On-Site Staging............................................................................................................... 35

5.5 Deployment ..................................................................................................................... 36

6 Pricing and Payment Terms......................................................................386.1 Expenses ......................................................................................................................... 38

6.2 Purchase Order Issuance .............................................................................................. 38

7 Change Management Process..................................................................39

8 Assumptions ..............................................................................................408.1 Unified Contact Center Express Specific Assumptions............................................. 43

9 Statement of Work Signoff........................................................................46

Appendix A Network Topology Diagram .....................................................47

1 Contact Information

Eastern Municipal Water District Contact Information

Name FunctionalResponsibility

E-mail Address Phone

Mark Wilson Senior NetworkAdministrator

wilsonm@emwd.org (951) 928-3777 ext. 4544

Len Hughes Support SystemsSupervisor hughesl@emwd.org (951) 928-3777 ext. 4216

Nexus Contact Information

Name FunctionalResponsibility

E-mail Address Phone

MelissaPrapassarangkool Account Manager

melissa.prapassarangkool@nexusis.com (949) 265-6037

Paul Bleecker Regional SalesManager paul.bleecker@nexusis.com (949) 265-6069

Darren Newman Systems Engineer darren.newman@nexusis.com (858) 427-2619

Ram PisapatiPresalesEngineeringManager

ram.pisapati@nexusis.com (949) 265-7786

Matthew Simmons Director of PresalesEngineering matthew.simmons@nexusis.com (858) 427-2689

Tod Welch ManagingConsultant tod.welch@nexusis.com (858) 427-2648

Project Manager

Donna Zabala Project Coordinator donna.zabala@nexusis.com (951) 232-9683

Lead Engineer

Steven Madick Director ofEngineering steven.madick@nexusis.com (661) 775-2812

Dale Hardy VP of ProfessionalServices dale.hardy@nexusis.com (858) 427-2610

Mike Heiman VP of Engineering mike.heiman@nexusis.com (661) 775-2409

Deron Pearson President/COO deron.pearson@nexusis.com (661) 775-2404

Waheed Choudhry President waheed.choudhry@nexusis.com 925-226-3308

2 Executive SummaryThis statement of work (SOW) identifies the services and activities to be performed byNexus (and/or others as identified herein) relative to the UC Communications UpgradeProject for Eastern Municipal Water District. The services, activities, and responsibilitiesdescribed within the following sections herein characterize the full set of deliverables forthis project, thus constitutes the working agreement between Nexus and EasternMunicipal Water District. Every effort has been made to identify the scope of the projectbased on information made available during the engagement to create the SOW.

2.1 Nexus ProfileNexus, headquartered in Valencia, California has offices throughout California, Arizona,Oregon and Washington. The company employs more than 500 people and serves clientorganizations of all types and sizes in local, national and international markets.With technology solutions now a key strategic business asset, the need for higheravailability, security, and reliability has increased significantly. Delivering the servicesto meet these needs and maximize the benefits of a converged, complex networkrequires specialized expertise leveraging consistent, proven processes andmethodologies.Since the mid-1980s, Nexus has focused on providing the engineering and supportexpertise to meet Eastern Municipal Water District requirements for advancedtechnology solutions. Our thorough understanding of networks, security, wireless,voice, video, data, and IP telephony, along with our strong relationships withtechnology leaders Cisco, NEC, and Microsoft enables us to deliver a wide range ofeffective technology solutions.Our professional services use successful methodologies based on a six-phase technologysolution life cycle that enables quick deployment of advanced technologies withminimal disruption to your business operations.Nexus specializes in delivering innovative convergence solutions that providebusinesses with a distinct competitive advantage. We understand the challenges posedby todays rapidly evolving technologies and leverage our extensive engineering team tohelp our clients meet these challenges. We work hard to understand the unique needs ofeach of our clients, and develop a personalized technology strategy to help themsucceed.By providing end-to-end integrated solutions and removing the technology road blocks,Nexus enables organizations to concentrate on the business that makes them successful.Our Cisco, NEC, and Microsoft practices are positioned to help our customers such asEastern Municipal Water District succeed.

2.2 Eastern Municipal Water District ProfileSince its formation in 1950, Eastern Municipal Water District has matured from a small,primarily agricultural-serving agency, to one whose major demands come fromdomestic customers.Authorized under the Municipal Water District Act of 1911, EMWDs duties andresponsibilities are further delineated in the California Water Code. In 1951, EMWDannexed to The Metropolitan Water District of Southern California (MWD).As with many other public entities, EMWD is authorized to exercise the power ofeminent domain, to levy and collect taxes, to fix, revise and collect rates or other charges.The district may also issue bonds, borrow money and incur indebtedness.Municipal water and sewer rates are not subject to regulation by the Public UtilitiesCommission of California. EMWD customers instead are represented by a board of fivedirectors. They are elected by registered voters to four-year terms in divisionsrepresenting comparably sized populations.The population within the current 555-square-mile service area is about 630,000.EMWDs operating budget for 2005/2006 is $145 million with net assets ofapproximately $1.4 billion.

2.3 Project Overview - Proposed SolutionAs with any new technology, occasional updates and/or upgrades are necessary inorder to stay current, to increase functionality, maintain or improve interoperability,reliability, and/or to enhance the overall end-user experience. In this case, the primaryreasons for the upgrade include support for server virtualization and consolidation,unified computing system platform support, improved reliability, high availability,increased scalability, compatibility support for newer Windows applications andoperating systems, a whole host of new & enhanced telephony feature functionalityproviding an overall improved end-user experience.This project provides for upgrading all of the various UC applications to either to v9,xby leveraging active UCSS/maintenance support/subscription contracts that EMWDhas in place today, providing for free major software level upgrade entitlement(s) fromCisco and/or from other technology solution providers.The various UC applications involved include: Cisco Communications Manager, UnityMessaging, Presence, Emergency Responder, MeetingPlace Express, Contact CenterExpress, Attendant Consoles, Metropolis - Call Accounting, IP Celerate IP Paging,Inova - wall board application, along with various other supporting infrastructure suchas Cisco voice gateways located at all of the EMWD locations.The overall upgrade process will involve many inter-related UC applications in usetoday that are interdependent upon one another. As such the upgrade will require &include a carefully planned out implementation & acceptance testing phase.In order to minimize the risk of any potentially prolonged service outage, a parallelUC/telephony environment will be provisioned alongside the production environmentfor the most critical UC applications involved so that extensive testing can be conducted

prior to the actual switch over from the current production environment to the newlyupgraded environment.The newly upgraded environment will leverage new server hardware technology fromCisco called Unified Computing System. UCS represents the latest in server technologyfrom Cisco & provides many ROI/TCO benefits over traditional server technology. Assuch, UCS will provide a reduction in physical server requirements, increasedscalability, an overall lower cost to maintain, lower power & cooling, less physical spacerequirements, and so on.The main UC applications in production today such as CUCM, Connection, CUPS, CER,and UCCX will be distributed across two or more separate UCS C-series platforms forhigh availability/redundancy purposes. All hardware will be centrally located atEMWDs main data center location.As part of this overall upgrade, the current Contact Center Express (UCCX) system willbe upgraded to v9.x Among many new feature enhancements, UCCX v9 includes a newreporting interface called Cisco Unified Intelligence Center (CUIC) thatreplaces/improves upon the current reporting system based on Crystal Reporting. Inaddition, the existing KnoahSoft agent call recording application/workforcemanagement system will be replaced with a new recording/WFM solution fromCallabrio. Callabrio provides a full-featured workforce management/agent recordingsolution ideal for agent performance tracking, scheduling, and forecasting.As part of this upgrade, the current EOS/EOL MeetingPlace Express (MPE) system willbe replaced with the new Cisco WebEx Meetings Server (CWMS) application providingfor a fully on-premise, secure web-conferencing /collaboration platform for EMWDusers to schedule, host, attend audio, web, & video conferences/on-line meetings withinternal/external participates. The system supports iPad devices, VOIP streaming,record & playback of meetings, integration with Outlook/Exchange for scheduling, ADintegration for Single Sign On, and much more.The upgrade solution will also introduce a record on demand feature for a smalldepartment of users located outside of the traditional call center groups, by leveragingan add-on capability of an existing application called IP Celerate/IP Paging. This add-onsoftware module called IPstudio will provide up to 10 sessions initially so that usersof this department can press a record key on their IP phones in order to record anyphone call at the users discretion.Finally the upgrade will include a Jabber implementation for a select user group forEMWD to test & evaluate the power of Cisco collaboration over a multitude of userdevices including mobile devices.The overall upgrade will help EMWD continue their tradition of taking advantage oftechnology to improve the overall user experience, increase overall productivity, &ultimately improve the quality of service provided to their customers.This SOW provides a high-level overview of the variouscomponents/tasks/responsibilities involved.

3 Solution OverviewNexus has made every effort to detail any assumptions, outstanding caveats, and otherconsiderations within this document, based on our current understanding of EasternMunicipal Water Districts requirements and the UC existing environment. This sectionshould be carefully reviewed by all parties to ensure accuracy and completeness of theinformation provided.Based on pre-sales meetings & conversations between Nexus and the Eastern MunicipalWater District, Nexus perceives the following about Eastern Municipal Water District.3.1.1 Current EnvironmentFrom a telephony perspective, EMWD currently has various Cisco and other solutionprovider UC applications in place that together comprise their overall communicationsenvironment. These various applications include: CUCM version 6.1.5.1, an older/nolonger supported attendant console application, Unity version 5.0(1), CER version 2.x,EOS/EOL MeetingPlace Express v2.0, Contact Center Express (UCCX) v5 50 AgentPremium Edition, Knoahsoft Agent Call Recording, Inova wall boards, IP Celerate IPPaging, Metropolis Call Accounting, Operations Manager v2.0, various 2800/3800 seriesvoice gateways running IP Services IOS 12,xxx code, and approximately two VG224analog voice gateways.The high-level IP telephony components consist of three Cisco CommunicationsManager 6.1 servers for call processing. The three servers provide failover and overallload balancing, along with other various services such as: Music on Hold, CTI Managerfor agent desktop call-control, master database replication, TFTP/firmware updates, andmore.The high-level conferencing system consists of a Cisco MeetingPlace Express server thatprovides audio and web conferencing for EMWD users. This system consists of 35 portsfor audio and 26 ports for web conferencing. This product has reached end of sale andend of support was April 2013. Therefore a new conferencing solution to replace MPE isproposed & included CWMS.Most of the phone instruments deployed are the Cisco model 7965 phone whichprovides 10/100/1000 IP LAN connectivity, a large color display, and also supports theG.722 wideband audio codec. Other instruments include conference room phones, PC-based soft phones for remote workers, and mobility features for workers on the go whoneed their cellular phone and desk phone to ring simultaneously SNR or MobileConnect.For voice messaging, Cisco Unity provides Unified Messaging which allows the use ofthe EMWD Exchange e-mail environment to deliver voicemail messages to the sameinbox.The environment also includes Cisco Emergency Responder (CER). CER providesEnhanced 911 functionality, while Metropolis Call Accounting provides for basic CallDetail Record Reporting.

From a security perspective, Firewall Services Modules (FWSMs) are deployed in aredundant configuration. These Firewall Services Modules (FWSMs) may also bedeployed to support a security layer and trust boundary between the UnifiedCommunications application servers and the rest of the network.The high-level Overhead Paging solution in place consists of an IPCelerate applicationserver which provides either overhead paging capability and/or uses the Cisco IPTelephones as paging endpoints as well as paging to IP-based speakers at the remotelocations. IPCelerate has the capability to integrate with other sources such as overheadpaging systems, Facebook, Tweeter, Email systems, and more.From a call center perspective, the various applications include: UCCX version5.0(2)SR03_Build317 for 50 users Premium Edition running on two 7835 HA servers.KnoahSoft Call Recording, and Inova Wall Boards are also in place.All of the current server hardware is either MCS7835/MCS7845 H2 series and is nolonger suitable for the newer software versions, unless specified. Some existing serverhardware will be leveraged for the upgraded environment such as: Metropolis, IPCelerate & Inova.From a network perspective, EMWD has various Cisco infrastructure in place that willfor the most part remain unchanged, with the exception of the voice gateways and/oranalog gateway IOS upgrades as mentioned above.From an application/groupware perspective, EMWD currently runs the following:Office 2010 including Exchange/Outlook 2010Predominately Windows XP on the desktop / moving towards Windows 7Active Directory 2003 SP2

3.1.2 Functional RequirementsBased on various meetings that were conducted with Eastern Municipal Water Districtkey stake holders, the following functional requirements have been gathered:Establish and configure new UCS server hardware platform(s) onto which the variousmain/critical UC applications will be deployed & distributed across and/or migrated tofrom the old MCS server hardware in place today.Upgrade the various UC applications as follows:Upgrade Call Manager from v6 to v9.1 / distribute UCM Pub/Sub servers across UCSfor redundancy (three instances for load balancing/failover)Install /configure centralized UC Enterprise License Manager (ELM server) EnterpriseLicense Manager provides simplified, enterprise-wide management of user-basedlicensing, including license fulfillment. Enterprise License Manager also supportsallocation and reconciliation of licenses across supported products, and providesenterprise-level reporting of usage and entitlement.Upgrade/migrate Unity v5 to Unity Connection v9.x / distribute across UCS forredundancy (two instances for load balancing/failover)

Upgrade Emergency Responder to v9.x / distribute across UCS for redundancy (twoinstances for failover) (two instances are in place today) existing MCS 7835 H2 serverhardware is not supported for CER v9 and aboveMeetingPlace Express: By leveraging Cisco UCSS/ESW upgrade entitlement,replace/migrate current EOS/EOL MPE application to CWMS product using newdedicated UCS server hardware platform. Current MPE licensing is:25Audio/6Web/6Video. Also deploy an Internet/DMZ Reverse Proxy server (IRP) forremote/outside secure access to meetings hosted on-premise. Integrate withOutlook/Exchange for scheduling, configure for single sign-on (SSO) via SAML or ADintegration - provides the ability for users hosting meetings to use their AD credentialswhen signing on to CWMS Web/Outlook/Productivity Tools interfaces. EMWD mustalready have a functional Identity server/service in place such as ADFS that is SAML 2.0compliant and/or functional Active Directory infrastructure in place.Upgrade the existing IP Celerate IP Paging application using existing hardware. Thenenable/configure for IPstudio - On-demand Recording for a small dept of users(approximately 10) outside of the traditional call center environment. Provision thenetwork / appropriate voice VLAN for SPAN (for capturing VOIP streams) in supportof recording calls/capturing voice traffic. The IP Celerate server will store the voicerecordings locally and/or EMWD may opt to provide a SAN/network based storageinstead.Upgrade the existing Metropolis call accounting system using existing server hardware,and by leveraging an active support contract in place for which the upgrade is providedfree of charge.Deploy a new premium edition attendant console application for twooperator/attendant positions to replace the existing console application that wasincluded free with earlier versions of Cisco Call Manager. Also to be deployed on newUCS hardware however the application and client software will both leverage existingcustomer-provided (CPE) Windows client workstations & Windows operating systems.Implement a 50-user Jabber UC collaboration deployment as follows: Users of thisselect group will pilot/test out the full Cisco UC collaboration user experience byrunning the new Jabber for Windows/Mac/Mobile UC/IM/Presence clients. Furtherintegrate this client with users calendars, provide desk phone & integrated soft phonecall control, the ability to chat, group chat, video call, and escalate a call into a desktopsharing session and/or to a CWMSWebEx audio/web/video meeting/conference.Configure & deploy an on-premise CUP server as part of this Jabber deployment/arequired component using new UCS server hardware. Nexus will configure twoinstance of each Jabber client type. EMWD will configure remaining clients as needed.Provide professional / consulting services in order to implement a VPN On-Demandfeature solution in support of users running Cisco Jabber mobile client software. Whenusers launch Cisco Jabber mobile application clients from devices such as Apple IOSiPhone/iPad and/or Android from outside the trusted LAN/wireless network, theremote devices can automatically launch a VPN connection negating the need for theuser to launch the VPN connection first and /or requiring the user to enter a user nameand password each time. In order to accomplish this task, certificate based

authentication is required - EMWD will provide/stand-up a Windows-based CertificateAuthority Server (CA Server) in order to internally distribute digital certificates to themobile devices using standards-based Simple Certificate Enrollment Protocol (SCEP)protocol. Nexus will assist EMWD in implementing this functionality by leveragingexisting ASA hardware, along with the required Cisco Any Connect VPN clientlicensing (Essential or Premium Edition) including the required ASA mobile licensing -all customer-provided/CPE. This functionality is limited to only those mobile devicesthat support a VPN on Demand feature such as the iPhone/iPad (other mobile devicesmay not support this feature) Note: The current ASA firewall(s) must be running v8,4 orabove code. Also note: The VPN On-Demand connection can leverage either apublic/private WiFi 802.11 connection and/or a cellular 3G/4G connection dependingon the particular mobile device user's service provider's capabilities/service offerings.In addition, implement a Jabber for Everyone Else deployment for the remainingEMWD workforce outside of the above 50 user Jabber UC collaboration deploymentas follows: For everyone else, Cisco offers free Jabber IM/Presence capability only.Nexus will configure the system for all users. EMWD will be responsible for deployingthe client out to the entire workforce as needed. Users of this group will be able to chat,and check the presence availability of all users including the select group above.Advanced features such as integrated soft phone, call control, & video will not beavailable to these users. Nexus will install, configure, & test up to 2 Jabber for everyoneclients, EMWD will install, configure, & test remaining Jabber for everyone clients asneeded.The existing voice gateways (approximately 7ea ISR 2811s, 2ea ISR 3825s, 1ea ISR 2851will be upgraded from v12.x IOS to v15.x IOS (IP Services Feature Set) for compatibilitywith CUCM v9.x Remote sites SRST will be tested for proper survivability operation(SRST) after the upgrade is completed.In addition, two analog voice gateways (VG224s) will be upgraded as needed insupport of CUCM v9.xThe overall LAN/WAN network remains unchanged, unless otherwise stated within oris addressed as a separate project altogether.Network Management: From a network management perspective, EMWD uses/runsSolarWinds Network Management application products. This application is not affectedand/or part of the UC upgrade project. EMWD also uses/runs Operations Manager v2.0for monitoring/testing the UC related environment only. This product does not includeany upgrade entitlement and would require a significant cost to upgrade. ThereforeOperations Manager will not be upgraded and/or will be decommissioned, or no longerneeded.Nexus understands the operational requirements for the contact center include:

Single-stage (single maintenance windows, likely weekend) system upgradedeployment approach based on best practice upgrade paths for the UCCXsystem, system software interdependencies and compatibilities, and site typeand size.

High-level Cutover plan (subject to change/fine tuning during post-salesengagement):

o Build-out UCCX to new Linux UCCX 9.0 Build upgrade of the new UCCX Servers and migrate the

database; freeze changes Replicate existing applications from UCCX 5.x to UCCX

9.0 Recreate Custom Prompts Test

o Create UCCX 9.0 Test Environment and develop/complete all Test Planso Knowledge Transfer to EMWD Admin Team

Utilize customer maintenance windows to minimize disruptions and down timefor end users

Please see Schedule A for detailed Bill of Materials.Upgrade from UCCX 5.x HA to UCCX 9.0 HA:

Use existing new Cisco UCS C 260 M2 servers CCX Upgrade Licenses from 5.x to 9.0 for Premium seats using UCSS CCX High-Availability 5.x to 9.0 Upgrade License using UCSS

3.1.3 Solution Components

IP Celerate Paging &Recording Application1IPSTUDIO 1 Recording software module - includes 5 sessions1IPSTUDIOLIC5 1 Block of five channel licenses for IPstudio recording

software1TRNIPSTUDIO 1 IPstudio training support through IPcelerate Learning

Management SystemIPIMPACT 1 IPcelerate's Customer Impact Program1IPPROFSVCS1 1 Remote phone support

UCSC-C220-M3S 2 UCS C220 M3 SFF w/o CPU, mem, HDD, PCIe, PSU, w/rail kit

UCSC-HS-C220M3 4 Heat Sink for UCS C220 M3 Rack ServerUCSC-RAIL1 2 Rail Kit for C220, C22, C24 rack serversUCS-CPU-E5-2643 4 3.30 GHz E5-2643/130W 4C/10MB Cache/DDR3 1600MHzUCSX-TPM1-001 2 TPM Module For UCSUCSC-PSU-650W 4 650W power supply for C-series rack serversCAB-9K12A-NA 4 Power Cord, 125VAC 13A NEMA 5-15 Plug, North AmericaUCSC-CMA1 2 Reversible Cable Management Arm for C220,C22,C24

servers

UCS-MR-1X082RY-A 16 8GB DDR3-1600-MHz RDIMM/PC3-12800/dual rank/1.35vUCS-HDD300GI2F105 16 300GB 6Gb SAS 15K RPM SFF HDD/hot plug/drive sled

mountedUCSC-SD-16G-C220 2 16GB SD Card Module for C220 serversUCS-RAID-9266 2 MegaRAID 9266-8i + battery backup for C240 and C220UCSC-PCIE-IRJ45 2 Intel i350 Quad Port 1Gb AdapterCON-OSP-C220M3SF 6 ONSITE 24X7X4 UCS C220 M3 SFF w/o

VMW-VS5-STD-3A 6 VMware vSphere 5 Standard (1 CPU), 3yr, SupportRequired

CON-ISV1-VS5STD3A 18 ISV 24X7 VMware vSphere Standard, List Price is ANNUAL

UCUCS-EZ-C240M3S 1 UCS C240 M3 SFF, dual-8-core/2.7 GHz, 96 GB RAM,16x300GB 15

UCS-CPU-E5-2680 2 2.70 GHz E5-2680 130W 8C/20MB Cache/DDR3 1600MHzUCS-MR-1X041RY-A 8 4GB DDR3-1600-MHz RDIMM/PC3-12800/single

rank/1.35vUCS-MR-1X082RY-A 8 8GB DDR3-1600-MHz RDIMM/PC3-12800/dual rank/1.35vUCS-HDD300GI2F105 16 300GB 6Gb SAS 15K RPM SFF HDD/hot plug/drive sled

mountedUCS-RAID-9266CV 1 MegaRAID 9266CV-8i w/TFM + Super CapUCSC-PCIE-IRJ45 2 Intel i350 Quad Port 1Gb AdapterUCSC-PSU2-1200 2 1200W 2u Power Supply For UCSN20-BBLKD 8 UCS 2.5 inch HDD blanking panelUCSC-HS-C240M3 2 Heat Sink for UCS C240 M3 Rack ServerUCSC-RAIL-2U 1 2U Rail Kit for UCS C-Series serversUCSC-SD-16G-C240 1 16GB SD Card Module for C240 ServersUCSC-PCIF-01F 2 Full height PCIe filler for C-SeriesCON-SNTP-UC240M3S 1 SMARTNET 24X7X4 UCS C240 M3 ServerCAB-C13-C14-2M 2 Power Cord Jumper, C13-C14 Connectors, 2 Meter Length

UCSC-C220-M3S 1 UCS C220 M3 SFF w/o CPU, mem, HDD, PCIe, PSU, w/rail kit

UCSC-HS-C220M3 2 Heat Sink for UCS C220 M3 Rack ServerUCSC-RAIL1 1 Rail Kit for C220, C22, C24 rack serversN20-BBLKD 4 UCS 2.5 inch HDD blanking panelUCSC-SD-16G-C220 1 16GB SD Card Module for C220 serversUCS-RAID-9266 1 MegaRAID 9266-8i + battery backup for C240 and C220R2XX-RAID10 1 Enable RAID 10 SettingUCSC-PCIE-IRJ45 1 Intel i350 Quad Port 1Gb AdapterUCSC-PSU-650W 2 650W power supply for C-series rack serversA03-D500GC3 4 500GB 6Gb SATA 7.2K RPM SFF hot plug/drive sled

mountedCAB-N5K6A-NA 2 Power Cord, 200/240V 6A North AmericaVMW-VC5-STD-3A 1 VMware vCenter 5 Server Standard, 3 yr support requiredCON-ISV1-VC5STD3A 3 ISV 24X7 VMware vCenterServer Standard, List Price is

ANNUAL

VMW-VS5-ENT-3A 2 VMware vSphere 5 Enterprise (1 CPU), 3yr SupportRequired

CON-ISV1-VS5ENT3A 6 ISV 24X7 VMware vSphere Enterprise, List Price isANNUAL

UCS-CPU-E5-2665 2 2.40 GHz E5-2665/115W 8C/20MB Cache/DDR3 1600MHzUCS-MR-1X082RY-A 8 8GB DDR3-1600-MHz RDIMM/PC3-12800/dual rank/1.35vCON-OSP-C220M3SF 3 ONSITE 24X7X4 UCS C220 M3 SFF w/o

UCSC-C220-M3S 1 UCS C220 M3 SFF w/o CPU, mem, HDD, PCIe, PSU, w/rail kit

UCSC-HS-C220M3 2 Heat Sink for UCS C220 M3 Rack ServerUCSC-RAIL1 1 Rail Kit for C220, C22, C24 rack serversN20-BBLKD 4 UCS 2.5 inch HDD blanking panelUCSC-SD-16G-C220 1 16GB SD Card Module for C220 serversUCS-RAID-9266 1 MegaRAID 9266-8i + battery backup for C240 and C220R2XX-RAID10 1 Enable RAID 10 SettingUCSC-PCIE-IRJ45 1 Intel i350 Quad Port 1Gb AdapterUCSC-PSU-650W 2 650W power supply for C-series rack serversCON-UCSD7-C220M3SF 3 UC SUPP DR 24X7X4OS UCS C220 M3 SFF w/oA03-D500GC3 4 500GB 6Gb SATA 7.2K RPM SFF hot plug/drive sled

mountedVMW-VS5-ENT-3A 2 VMware vSphere 5 Enterprise (1 CPU), 3yr Support

RequiredCON-ISV1-VS5ENT3A 6 ISV 24X7 VMware vSphere Enterprise, List Price is

ANNUALCAB-N5K6A-NA 2 Power Cord, 200/240V 6A North AmericaUCS-MR-1X082RY-A 6 8GB DDR3-1600-MHz RDIMM/PC3-12800/dual rank/1.35vUCS-CPU-E5-2640 2 2.50 GHz E5-2640/95W 6C/15MB Cache/DDR3 1333MHz

CUAC9X-ATT-CON 2 Cisco Unifed Attendant Console 9.xUCSS-ATT-PAK 2 PAK for Cisco Unified Attendant Console UCSSCUACE9X-ATT-CON 2 Cisco Unified Attendant Console Enterprise Edition 9.xUCSS-ATT-CUE-3-1 2 UCSS for Enterprise Att Console for 3 years - 1 InstanceCON-ESW-CUACE9XA 6 ESSENTIAL SW Cisco Unified AttendCON-ESW-CUAC9X-A 2 ESSENTIAL SW Cisco Unifed Attenda

R-CUWL-STD-K9 1 Unified Workspace Licensing - Top Level for STDADR-UWL-RTU 1 Cisco Jabber for Mobile Android RTUCIPC-UWL-RTU 1 CIPC UWL Right to Use CertificateCUPC-UWL-RTU 1 CUPC UWL PAKIME-90-UWL 1 IME 9.0 Media KitIME-PAK 1 Include PAK Auto-expanding PAK for IMEIPAD-UWL-RTU 1 Jabber for iPad Right to Use CertificateJAB-SDK8-UWL-RTU 1 Jabber for SDK Right to Use CertificateJAB8-MAC-UWL-RTU 1 Jabber for MAC Right to Use Certificate

JAB9-DSK-UWL-RTU 1 Jabber for Desktop Right to Use CertificateJABBER-IM-RTU 1 Jabber for Everyone Right to UseLIC-UWL-STD-A 50 Services Mapping SKU, Under 1K UWL STD usersUCM-9X-UWL-STD 50 UC Manager 9.x CUWL STD UsersUCSS-UWL-STD-PAK 1 UWL STD UCSS PAKUCXN-9X-SC-PORTS 1 Unity Connection 9.x SpeechConnect PortsUCXN-9X-UWL-STD 50 Unity Connection 9.x CUWL STD UsersUWL-STD-PAK 1 CUWL STD 9.x PAKVOIP-IPH-UWL-RTU 1 Cisco Mobile Voice RTUWEBCOMM2-UWL-RTU 1 Cisco Web Communicator 2.x for CUWL - RTUNEW-UWL-STD 50 New CUWL Standard Edition User, 1 UserUC-APPS-SW-9.0-K9 1 Version 9.0 Software KitJAB9-DSK-UWL 50 Jabber for Desktop 9.x for CUWL OnlyCUP9-ONPREM-OPT 1 Included CUCM IM and Presence for on-premise useJABBER-IM-ADDON 1000 Jabber for Everyone Additional IM UsersCON-ESW-RCUWLSK9 1 ESSENTIAL SW Unified W-space Lic - Top Level for STDUCSS-UWL-STD-3-1 50 CUWL Standard UCSS - 3 years - 1 userADR-USR-LIC-UWL 1 Cisco Jabber for Mobile for AndroidIPC8-CLIENT-UWL 1 IP Communicator 8.x for CUWL onlyJAB-SDK8-UWL 1 Jabber for SDK 8.x for CUWL OnlyJAB8-MAC-CLNT-UWL 1 Jabber for Mac 8.x for CUWL OnlyJAB9-IPAD-UWL 1 Cisco Jabber for iPadUPC8-CLIENT-UWL 1 Unified Personal Communicator 8.x for CUWL onlyVOIP-IPH-UWL 1 Cisco Mobile Voice Client for iPhoneVXME-VXC6215-UWL 1 Cisco VXME for VXC 6215 for CUWLWEBCOMM2-UWL 1 Cisco Web Communicator 2.x for CUWL - 1 ClientCON-ESW-LICUWLT 150 ESSENTIAL SW Services Mapping SKU

CQM-UTC2WADV-0000-02.00

60 Upgrade to Calabrio 2.0 Workforce Mgmt User License,Advanced

CQM-UTC2QADV-0000-02.00

60 Upgrade to Calabrio 2.0 Quality Mgmt User License,Advanced - Voice, Screen, Eval

CSS-QMPLATAD-0002.01.10

60 Quality Mgmt Advanced Platinum Maintenance Support -Year 1

CSS-WFPLATAD-0006.01.10

60 Workforce Mgmt Advanced Platinum Maintenance Support -Year 1

4 Professional Services Overview

4.1 Design DevelopmentUpon Eastern Municipal Water Districts review and acceptance of this SOW, Nexus willcollaborate with EMWD in order to develop a detailed design / project implementationplan. Requirements will be translated into technical parameters that describe thesolution configuration and programming.

4.2 Development TasksPlease note: a more detailed project plan will be presented after the initial EasternMunicipal Water District kick-off meeting.

System Task EMWD Nexus

Kick-off MeetingPlanning & Design

Sessions Phase, etc

Organize & conduct a kickoff meeting to introducethe various team members involved

X

Organize & conduct planning & design session(s) X

Provide any related documentation as needed:Network Topology Diagrams for example

X

Conduct/gather requirements X

Provide implementation plan X

Provide Acceptance Testing plan X

Project Management Provide overall project management X

Organize & schedule weekly/bi-weekly statusmeetings, manage communications, planningsessions, track materials, schedule resources,

provide project plans, progress reports, timelines

X

Staging Phase Provide adequate staging area X

Perform staging of equipment X

Stage various UCS hardware: UCS Chassis, UCSServers, etc

X

Provide all UC software application upgradeentitlements via UCSS contracts

X

Provide all VMware ESXi licenses X

System Task EMWD Nexus

Stage all software upgrade entitlements X

Register ESW/SmartNET/UCSS contracts X

Implementation Phase High level upgrade tasks:

CUCM:

Rack n stack UCS server hardware X X

Provide OVA templates X

ESXi Build out virtual machines / OVA templates X

Backup v615 CUCM user DB X

Install /configure ELM server for centralized licensedistribution

X

Build new CUCM v9 environment on UCS serverhardware

X

Transfer user database to new CUSM environment X

Prepare to cutover X

Testing phase: CUCM Test all services running X

Cutover phase X

Cutover Phase: CUCM Re-configure 2ea VG224s to point to new CUCM IPaddress

X

Re-configure all ISR voice gateways to point to newCUCM IP address

X

Upgrade existing voice/SRST related 2800/3800series gateways from version IOS code 12.x to v15.x

X

Provide DRAM/FLASH memory for ISR routers if/asneeded

X

Conduct final testing All IP phones register, allgateways register, & are operational

X

Presence/CUP Implement CUPS server X

Migrate Presence/CUP to UCS server hardware upgrade to v9

X

Replicate Presence/CUP to second UCS platform X

Upgrade CUPC clients/replace with new Jabberclient

X

System Task EMWD Nexus

Test clients / test Presence/CUP application forproper operations

X X

3rd Party applications: IP Celerate Provide existing server hardware,server OS, appropriate licensing, & maintenance

upgrade entitlement

X

Upgrade/re-install IP Celerate Paging application X

Configure upgraded application same as currentapplication environment

X

Install/configure IP Studio for the ability to recordcalls outside of the formal Call Center for aselect/small group/dept of approx 10 users.

X

Configure LAN/VLAN via SPAN in support ofcapturing VOIP packets/voice streams/recorded calls

X

Configure a Record button on IP Phone templatefor On Demand recording of calls

X

Provide storage for voice recordings (either on the IPCelerate server or a SAN-based storage / mapped

drive, etc)

X

Test paging / call recording application X X

Provide a demonstration on How to record callsand how to retrieve recorded calls

X

Implementation Phase high level upgrade tasks:

UCCX:

Backup UCCX database X

Provide OVA templates X

ESXi Build out virtual machines / OVA templates X

Install IPIVR 8.5.1 SU3 on Primary ServerApply UCCX license

Configure Call Control GroupRestore UCCX from old platform

Install IPIVR 8.5.1 SU3 on HA ServerModify scripts affected by Unix OS

X

Change Freeze - Duplicate allchanges on both platforms

X

UCCX: Other tasks Clean up old/unused UCCX call scripts X

Reporting Generic reporting only no customreports provided

na na

System Task EMWD Nexus

Outbound Dialer will not be configured na na

Email - UCCX Email Contact Center functionality willnot be configured.

na na

Prompt/script file optimization not included Na na

Testing phase: UCCX Test: Triggers/Scripts, Recording Prompt ApplicationFailover, Backend database, Flu, 100 Message

Queue Cap, Emergency CloseEmail Notifications via scriptsRecording/Monitoring, CAD

Agent Login, Supervisor, Reporting

X

Cutover Phase: UCCX Desktops: Upgrade CAD desktops X

IP Phone Agent, Browser Edition, Cutover Testing,Outside Trig

X

Inova Reader Boardapplication

Upgrade existing LED reader board application forcompatibility with UCCX/CUCM v9.x

X

Test existing LED reader board displays X

Test other 3rd Partyapplications:

Workforce ManagementWFM

Replace KnoahSoft with Calabrio Call Recording andWFO/WFM solution

X

Provide training to end-user supervisors X

Test upgrade / application X

Provide a admin overview of new features &functionality

X

Attendant Consoleapplication

Install/configure new Attendant Console app toreplace existing free version with earlier versions of

CUCM

X

Provide server and client Windows machines / client& server operating systems / licensess

X

Test Attendant Console operations X

System Task EMWD Nexus

Train operators on Attendant Console operations X

Jabber Deployment

Implement a 50 user Jabber for Windows / Mac /Mobile test/pilot deployment

X

Configure Jabber Mobile for VPN On-Demandleveraging CPE CA server, ASA Mobile /

AnyConnect Licensing

X

Provide and configure Microsoft CA server X

Provide ASA Cisco AnyConnect Essential/PremiumEdition VPN licensing + Cisco Mobile Connect

License

X

Provide Cisco ASA appliances with code v8.4 orabove

X

Configure two of each Jabber client (Windows, Mac,Mobile for iPhone, iPad, Android, etc

X

Configure remaining clients as needed X

CWMS/MPE Replace existing MPE product with CWMS usingUCSS entitlementsX

Install & configure an IRP server for remoteparticipate, secure access to web conferences

X

Configure either SSO via SAML 2.0 or AD integration X

Provide the SAML 2.0 compliant ADFS server orfunctional/compatible AD environment for SSO

X

Integrate Jabber for Windows with CWMS X

Train users on CWMS (Train the Trainer) X

Training & Final Close outPhase

Provide cutover / go-live support X

Provide post cutover support maximum 16 hours X

Provide an overview of CUCM/UCCX new features &functionality

X

Provide a structured training for admin training upto 24hrs and final how to documentation to coverthe day to day tasks such as: how to add a new

user, a new agent, how to change the holidayschedule, ho to perform basic troubleshooting, etc

X

Provide final as-built documentation X

EMWD Related Tasks: Install, configure, all client software as needed: X

System Task EMWD Nexus

Agent CAD, Jabber, Jabber for everyone, UnityConnection Outlook Plugin, etc

4.3 Nexus Standard Development Configurations4.3.1 *Nexus Standard Softkey TemplateAlthough all Cisco Unified IP phones support similar features, features are implementeddifferently on various models. For example, some models configure features such asHold or Transfer by using phone button templates; other models have fixed buttons oronscreen program keys for these features that are not configurable. Also, the maximumnumber of lines or speed dials that are supported differs for some phone models. Thesedifferences require different phone button templates for specific models. Nexusstandard softkey template features include:CallPark iDivert Meet-Me conference (Up to 4

bridge numbers and 6participants)

Conference Join Message waiting indicator

Do Not Disturb(on 5.x and 6.x only)

Hold Redial

Forward All Line Transfer

4.3.2 **Nexus Standard UCM Deployment FeaturesNexus has formulated a standard set of Unified Communications Manager features thatare included in every deployment. These are features that meet most Eastern MunicipalWater Districts needs. UCM is a feature rich product, if there are additional featuresthat your organization would like implemented, please work with your account team tomake those adjustments. If any additional features are requested, Nexus can install(within reason) and judgment will be made by Nexus managing consultant.

CAC (location based,not RSVP)

Extension Mobility (up to 5 profiles) CCM User Page

Call Back Directories (corporate only) Admin Page

Call Preservation Hunt Groups (limit 5) Phone File Authentication

Call Pickup (PickUp)and Group Call Pickup(GPickUp)

Multi-party Audio Conference See Feature Definition Attachmentfor feature descriptions

Cisco AttendantConsole (1 instance)

Programmable Line Keys (PLK) if required

4.3.3 ***Secure Voice FeaturesNexus takes pride on the successful, secure deployment of your voice and data network.Nexus follows a proven methodology which is largely based on Ciscos best practices fora secure voice environment. Many security layers are required to ensure a secureenvironment. At a minimum, Nexus will configure the following:

Infrastructure Servers Endpoints

Separate voice and dataVLANs

CSA Signed images (phones)

No static Dot1q trunks Approved Anti-virus (EMWD) Disable gratuitous ARP

Use of ACLs Cisco Security Patches Class or restriction

BPDU Guard, Root Guard

Port Security

Dynamic ARP Inspection

Secure Management Plane

DHCP Snooping

The listed security features are the basic/intermediate features that cause little to nodisruption to an organizations day-to-day operations.

4.4 Excluded FeaturesBelow is Nexus excluded list of available features. These features require additionaltime and planning during an implementation, thus affecting the Schedule A. If any ofthese features are requested by Eastern Municipal Water District, it will require aChange Order Request Form to be filled out.Optional UCM features available but not included as part of this SOW.

Personal and Global Speed Dials XML applications MobileAdvantage/Communicator

Malicious Call Identification Paging/Intercom/Whisper Mobile Connect (Nexus willconfigure up to 100 users).

CAC including RSVP version, andCAC for decentralized designs withGatekeepers

Call Recording/Monitoring(provided via KnoahsARK). Tobe installed by Nexus.

Customized Reporting

Unified Phone Application Suite Forced AuthenticationCodes/Client Matter Codes

Phone View/Phone Messenger

Barge and Privacy Unified Presence/PresenceStatus with UCM

Custom Call Coverage Paths

Call Accounting (provided viaMetropolis Call Accountingpackage). To be installed byNexus.

AD/LDAP Integration 3rd Party Attendant Console

4.5 Network Ready for Use (NRFU) TestingThe following parameters are examples of testing to establish the acceptancecriteria/proof of performance that shall result in successful project acceptance.

Successful automatic alternate routing between facilities Successful survivable remote site telephony fallback at all remote offices (when

applicable) Deployment and testing of Cisco IP telephones Successful testing of voicemail for all facilities Validated dial plan Successful cut-over from existing telephony services to the newly upgraded

Cisco IP telephony solution

4.6 Knowledge TransferThe success of any technology implementation is dependent on the usability andperception of the system to the users. Nexus provides Knowledge Transfer sessionsfor both users and administrative staff.4.6.1 Train the trainer knowledge transferNexus will provide two (2) days of knowledge transfer for the Eastern MunicipalTrainers to Train the EMWD staff on using their new phone and voicemail system.

These sessions typically take place on the business days immediately preceding thecutover weekend (for example, if cutover takes place on a Saturday or Sunday, and twodays of training are provided, classes will take place on the Thursday and Friday beforethe cutover weekend). Nexus will work with EMWD on when it is best to train thetrainers based on the number of end-users that will be required to receive training.This IP telephony training typically includes instruction on using the telephone set,making calls, accessing voicemail, setting up greetings, etc.In addition to training the trainer for general phone and voicemail usage Nexus willprovide one and one-half (1.5) days of knowledge transfer for the Contact Center agentsand supervisors.4.6.2 Administrative knowledge transferIt is intended that EMWD will designate appropriate personnel who are familiar withthe project details and who will continue to maintain the systems after cutover. Theknowledge transfer session(s) provide the basic understanding of how your system(s)operate and how to accomplish basic MAC (moves/adds/changes) requirements.Knowledge transfer DOES NOT provide expert and/or advanced functionalityadministration. Client should NOT expect to troubleshoot advanced situation andupgrade their system(s) without assistance from Nexus or Cisco unless client personnelreceive advanced Cisco training/certification(s).Nexus will provide one informal administrative knowledge transfer session for up totwenty (20) hours to accommodate up to four (4) attendees. This session will beconducted on the day after completion of go live support. If a lot of supervised (over-the-shoulder) knowledge transfer occurs during implementation, the amount of time theoverall time on administrative knowledge transfer may vary.Informal administrator knowledge transfer typically covers the following:Unified Communications Manager

Introduction to Unified Communications Manager How to add users/phones/extensions/voicemail Basic call handling, dialing plan Basic troubleshooting techniques Maintenance and backup

Unity Unified Messaging/Unity Connection: Introduction to Unity Add/delete subscribers Call handler, class of service, basic reports Basic troubleshooting techniques Maintenance and backup

4.6.3 Contact Center Agent / Supervisor Knowledge TransferNo Agent training is included in this implementation.

4.6.4 Contact Center Administrative Knowledge TransferIt is intended that EMWD will designate appropriate personnel who are familiar with theproject details and who will continue to maintain the systems after cutover. Theknowledge transfer session(s) provide the basic understanding of how your system(s)operate Knowledge transfer DOES NOT provide expert and/or advanced functionalityadministration. Client should NOT expect to troubleshoot advanced situations andupgrade their system(s) without assistance from Nexus or Cisco unless client personnelreceive advanced Cisco training/certification(s).

Nexus will provide one informal administrative knowledge transfer sessions for up to 4hours total to accommodate up to three (3) attendees. These sessions will be conductedpost cutover. If a large amount of supervised (over-the-shoulder) knowledge transferoccurs during implementation, the amount of time the overall time provided onadministrative knowledge transfer may vary. Since EMWD has been using Cisco UCCXfor some time the Administrative Knowledge Transfer will concentrate on the differencesbetween the versions. Standard Knowledge Transfer commitments will apply to theCisco Advanced Quality Management and Work Force Management AdministrativeKnowledge Transfer,

One (1) 6 hour Standard Reports Overview

One (1) 4 hour System Administration Knowledge Transfer

One (1) 8 hour AQM System Administration Knowledge Transfer

One (1) WebEx Session from Calabrio (OEM for Cisco WFM) for WFM AdministrationKnowledge Transfer

4.7 Cutover/First Day of SupportCutover will take place in a single phase, unless otherwise noted. Nexus will provideon-site support for the cutover at a mutually agreed upon time.Nexus will provide two technicians to run the help desk. The technicians job will be toanswer a help desk number and to perform minor adds, moves, and changes for users.These technicians will be onsite during the first day (from 7:30 am to 5:30 pm) that userswill need to operate the system.This SOW does not cover additional services such as network audit, networkassessment, network design, or consulting.

4.8 DeliverablesTo Eastern Municipal Water District from Nexus:

Project plan Data Collection Worksheet

Signed Network Ready For Use (NRFU) check sheet Updated Visio diagrams Design Definition Deliverable (DDD)

The Design Definition Deliverable (DDD) will contain as built information, such asupdated call-flow diagrams, IP address information, and final configurations and will besubmitted to Eastern Municipal Water District after the cutover date.To Nexus from Eastern Municipal Water District:

Signed SOW Signed Data Collection Worksheet Signed In-Service Acknowledgement Form

4.9 Project CompletionAs acknowledgement that the system has been placed into commercial operation, theEastern Municipal Water District will sign an In-service Acknowledgement form,which may list certain minor items that were not yet able to be deployed. These items (ifany) will also have documented due dates for the expected completion date. Other itemslisted could include as-built documentation and or drawings as applicable based onwhat was purchased in the agreement.Upon Nexus completion of the professional services, Nexus shall notify EasternMunicipal Water District of completion of a specific milestone or service performed byproviding an In-Service Acknowledgement Form. Eastern Municipal Water District hasfive (5) working days from the receipt of the In-Service Acknowledgement Form toschedule appropriate personnel to review the particular milestone or services performedand sign the In-Service Acknowledgement Form. Signing of the In-ServiceAcknowledgement Form, or Eastern Municipal Water Districts failure to respond to theform within the designated five (5) day period, signifies Eastern Municipal WaterDistricts acceptance of the milestone and that services have been performed asdescribed in the In-Service Acknowledgement Form and in accordance with the SOW.In order to refuse acceptance of the services performed, Eastern Municipal WaterDistrict must provide Nexus with full details that show that services do not conform tothe SOW. Nexus shall address such non-conformance in a timely manner. Nexus shallcompile an action plan to correct any deficiencies and the process for acceptance detailedherein shall be repeated until such time as all deficiencies have been resolved and theservices meet the requirements of the SOW. Acceptance may not be withheld due todefects in services that do not represent a material non-conformance with therequirements of the SOW.

4.10 Issue EscalationTwo types of support issues that require escalation:

1. Implementation issues2. Operations and Maintenance (O&M) issues4.10.1 Implementation IssuesAll issues directly related to the implementation of the Eastern Municipal Water Districtnetwork are the responsibility of, and should be directed to, the Nexus Project Team.These issues include anything within the scope of the signed Professional ServicesStatement of Work. Please note that the responsibility for maintenance of the installedcomponents of the new network transitions to an O&M status upon Eastern MunicipalWater District signing the Site Completion Certificate. In lieu of a formal handoffprocedure, it must be agreed that the responsibility for any equipment, properlyinstalled, configured, and tested by Nexus, becomes the responsibility of EasternMunicipal Water District.Problem Resolution During an implementation, the Project Coordinator will beresponsible for ensuring Cisco-related issues are resolved to the satisfaction of EasternMunicipal Water District. For contact information pertaining to the Nexus Project teamplease direct all inquiries to the following individual:Name Title E-mail Address Phone Office

DonnaZabala

ProjectManager

donna.zabala@nexusis.com (951) 232-9683 Murrieta

Tod Welch ManagingConsultant

tod.welch@nexusis.com (858) 427-2648 San Diego

Problem Escalation Any problems encountered post-implementation require EasternMunicipal Water District to open a support case with Cisco TAC. Nexus must also beseparately informed to assign an engineering advisor to the TAC support case:Primary Nexus Contact: To be determinedOffice:Mobile:Email:Secondary Nexus Contact: To be determinedOffice:Mobile:Email:4.10.2 Operations and Maintenance (O&M) IssuesFor all issues outside the scope of this SOW, specifically, for network problemsoccurring after execution of the In-Service Acknowledgement Form, Eastern MunicipalWater District is responsible for resolving.

Cisco and Nexus offer several flexible technical support service options to help resolvesystem incidents or service change requests. These service options focus on theoperate phase of the network lifecycle to help maintain operational efficiency.Cisco SMARTnet: Critical Technical SupportCisco SMARTnet provides immediate access to vital information and assistance whenyou need it:

Rapid problem resolution with around-the-clock, global access to the Cisco TAC. Registered access to Cisco.com for powerful online tools and information. Advance Hardware Replacement Next-business-day (additional options, some as

fast as two hours, are also available). Ongoing system software updates to evolve your network to changing needs. Cisco OS software support to extend the life of your Cisco devices with

improved security, performance, and interoperability.Most requested Cisco.com tools and resources available with Cisco SMARTnet:

Software Downloads updates, patches, and fixes. Software Advisor determine compatibility and feature information. Bug Toolkit search for software bugs based on version and feature sets. Output Interpreter receive troubleshooting analysis and course of action for

router, switch, or PIX devices using the collected show command output.Cisco Software Application Support Services: Access to Updated SoftwareCisco Software Application Support (SAS), Cisco Application Support plus Upgrades(SASU), and Cisco Unified Communication Software Subscription (UCSS) levels ofsupport are available.

Services deliverables include: Continuous updates and maintenance releases. Timely resolution to technical issues with full-time access to support. Access to Cisco.com knowledge base to build in-house expertise. Major application upgrades with SASU and UCSS.

Cisco Unified Communications Essential Operate ServiceCisco Unified Communications Essential Operate Service provides access to Cisco TACresources focused on providing technical support for converged environments tomaintain availability, security, and operational efficiency.More information about Ciscos Services portfolio is available at:www.cisco.com/go/serviceswww.cisco.com/techsupport

For more information on using Cisco and Nexus Operations and Maintenance supportresources, please see Appendix D Operations and Maintenance Resources.NexusCare Managed ServiceNexusCare Managed Service extends Ciscos SMARTnet support to include remote andonsite support and system management. Service Incidents are managed fromnotification to resolution. Our Nexus TAC (NTAC) engineers know your network,saving valuable time and effort troubleshooting and managing incidents and servicechanges. Our NTAC engineers are highly skilled and experienced at supporting Ciscoconverged infrastructures, Unified Communications solutions and Cisco AdvancedTechnologies such as Unified Contact Center Express and Enterprise, CiscoMeetingPlace, and Cisco TelePresence.NexusCare Managed Service provides expert:

24x7 major service incident management from notification to resolution 8x5 minor service incident management to resolution Service Level Objectives: one hour for major incidents; next business day for

minor incidents Remote support via NTAC Onsite support dispatch within Nexus primary service areas, other areas if pre-

arranged Escalation management to Cisco TAC for level 3 & 4 technical support Escalation management to carriers for circuit diagnostics and issue resolution Parts replacement via manufacturer warranty or service agreement Preferential scheduling and pricing for billable service change requests

For more information on using Cisco and Nexus Operations and Maintenance supportresources, please see Appendix D Operations and Maintenance Resources.

5 Responsibilities

5.1 Project CoordinationNexus project coordination services provide a structured methodology forimplementation for this SOW. Project coordination services provide oversight of theorganization, direction and control of all project-related efforts required to complete theimplementation as defined herein. Project coordination will include the oversight of theproject as defined by this SOW together with the Eastern Municipal Water District in therole of the Nexus single point of contact. Timelines and schedules will be established tohelp meet the needs of the project goals and expectations for the associated solutions asdefined in Section 2.0 herein.Upon execution of this SOW by both parties and Nexus receipt of the executed SOW,signed Schedule A and Purchase Agreement from the Eastern Municipal Water District,Nexus will determine the optimal start date and cutover/delivery date based ondiscussions with the Nexus sales team, project coordination resource, Nexus technicalresources and the Eastern Municipal Water District.The Nexus Project Coordinator will manage the project remotely, with the potentialexception of the kick-off meeting. Status meetings/conference calls will typically bedriven by the Nexus Project Coordinator, with additional Nexus resources scheduled asneeded for participation at the discretion of the Nexus Project Coordinator.The Project Coordinator will organize and coordinate the following tasks including butnot limited to:

The procurement, staging and delivery of the equipment purchased (if any). The scheduling of Nexus resources. The coordination of required Eastern Municipal Water District resources and

associated tasks (if applicable). The planning of installation activities utilizing the timeline established after the

kick off meeting as the guide. Act as the single point of contact for change control, escalation and acceptance

activities for the implementation team efforts defined within this SOW.For engagements requiring dedicated or on-site project management, Nexus offersdedicated or full-time services options. If an on-site or dedicated project manager isrequired additional charges will apply and a separate Statement of Work for suchservices will replace Section 4.1 of this Statement of Work.Project Kick-off Meeting

The purpose of the project kickoff meeting is to transition the project from thedesign and purchase process to the implementation phase. The agenda of themeeting will include the review of the contract terms, and key project task areas.The key stakeholders need to attend to agree on roles and responsibilities,

establish joint planning, and define short-term deliverables for both Nexus andthe Eastern Municipal Water District. This is typically an on site meeting with theadded attendance of the Nexus Advance Solutions Executive, Systems DesignEngineer and Deployment Engineer(s) either live or remotely, as well as theEastern Municipal Water Districts key stakeholders.

At a minimum, the agenda will also include the review the following planning activities: Validate the Bill of Materials as itemized on the Schedule A of the agreement Review various other specifics of this Scope of Work Develop & verify the contact and escalation list Communication plan that defines the understanding as to how Nexus and the

Eastern Municipal Water District agree to communicate on all project relatedinformation ranging from non-critical information to critical information. As partof the communication plan, the Nexus Project Coordinator and the EasternMunicipal Water Districts single point of contact will jointly establish:

o The time and frequency for status meetings/conference callso Documentation of meetings and the distribution of the associated

meeting noteso The assignment and tracking of all required action itemso Network information deliverables required from the Eastern Municipal

Water Districto System database information deliverables as may be required from the

Eastern Municipal Water District, including extension numberassignments, IP-numbering schema, and public and private circuitswitching information

o Project Invoicing terms as defined in the Schedule A of the agreemento Freeze dates for any database or scope changeso Review and verify the Eastern Municipal Water Districts hours of

operation, available building access for Nexus, Eastern Municipal WaterDistricts change management requirements, loading dock availability,blackout dates/times for service or delivery, security, site access badgerequirements, escorted access requirements, and facility trainingrequirements.

Change Management Plan. This is how Nexus and the Eastern Municipal WaterDistrict will manage changes during the project lifecycle. It is common forchanges to occur during a project for a multitude of reasons and it is vital that aplan is in place to document and execute changes on a written change order asthey arise. If changes occur that have an impact on the initial timeline, the ProjectCoordinator will make changes to reflect any associated milestone impacts thatmay arise as the direct result of the change(s).

Site test, acceptance process and criteria based on the scope of the project

Implementation Phase:Throughout the implementation phase, the Project Coordinator will:

Lead the project by following this project scope, and associated activities asestablished in the project kickoff meeting.

Update the project time line, review the project for jeopardy, and act as theNexus point of contact.

Coordinate the requirements associated with system data gatheringrequirements.

Establish and participate in status update calls. Process any change orders as may be required throughout the implementation. Oversee the process of collecting the information required for the Requirements

Definition Documentation and coordinate the preparation and presentation ofthe final document.

Validate with the Nexus and Eastern Municipal Water District project teams thatvoice services are in place as required and designed prior to the conversion date.

Track the flow of equipment from the Nexus staging facility to the EasternMunicipal Water District location.

Contact Eastern Municipal Water District to confirm site readiness for equipmentdelivery and prior to the start of work on site by the Nexus deployment team.

Verify the existence of the required electrical and environmental equipment priorto the installation.

Ensure Nexus employees and any subcontractors conform to Eastern MunicipalWater Districts reasonable workplace policies, conditions, and safety regulationsthat are consistent with Nexus obligations herein and that are provided toNexus in writing prior to commencement of the services; provided, however,that Nexus personnel or subcontractors shall not be required to sign individualagreements with the Eastern Municipal Water District or waive any personalrights.

Eastern Municipal Water District responsibilities include: Designate a single point of contact to whom all Nexus communications may be

addressed and who has authority to act on all aspects of the services. Thisprimary contact is identified in Section 1.6 and will be available during normalbusiness hours.

Designate a backup contact when the primary Eastern Municipal Water Districtcontact is not available, who has the authority to act on all aspects of the servicesin the absence of the primary contact.

Unless otherwise agreed to by the parties, provide information anddocumentation required by Nexus within two (2) business days of Nexusrequest.

Notify Nexus of any hardware and/or software upgrades or any other changeswithin the Eastern Municipal Water Districts network at least thirty (30)business days prior to the upgrade.

Notify Nexus of any installation scheduling change at least 72 hours prior to theoriginally scheduled installation date. Scheduling changes and/or cancellationsmade after this 72-hour window may be subject to Nexus cancellation penaltycharge.

When requested by Nexus, provide Eastern Municipal Water District sitebuilding layouts, including the floor plans, location of cables, and power sources.

Supply the workplace policies, conditions, and environment in effect at the EasternMunicipal Water District site.

5.2 Requirements Definition DocumentNexus responsibilities:

Review the Unified Communications Network Design Specifications providedby the Eastern Municipal Water District.

Provide design review recommendations based on the network designspecifications and any new information collected during the site surveys. Nexusshall not be liable for any damages resulting from any errors in the networkdesign specifications or any damages caused by the Eastern Municipal WaterDistricts implementation of Nexus recommendations.

The Eastern Municipal Water Districts network design specifications shall notchange between the date of Eastern Municipal Water Districts execution of thisSOW and the completion of all services contemplated hereunder.

Eastern Municipal Water District responsibilities: Provide in a timely manner solution requirements, which shall include but not be

limited to the following information:o Existing network diagrams listing existing size, capacity, utilization, busy

hour voice and data traffic requirements for all current network facilitiesto be utilized in the Unified Communications System.

o Planned network diagrams listing planned size, capacity, utilization, busyhour voice and data and traffic requirements for all planned networkfacilities to be utilized in the Unified Communications System.

Identify and/or procure all third-party networking equipment impacted by theUnified Communications implementation.

Identify firewalls expected to pass IP telephony traffic and to identify class ofservices, toll, station, and phone restrictions and requirements for all users.

Provide information relative to CPE and the phone system model, features,software and hardware releases, available interfaces and specifications, dial plan,cable distances, and routes between the phone system and data equipment. Thisinformation should be provided for the existing and planned telephonyrequirements.

Identify desired product, CPE, and station equipment placement, any rack orcabinet layouts, circuit demarcation locations, and specifications; PBX/telephonyinterface requirements and specifications, and system and station features.

Receive and document the recommendations provided by Nexus.

5.3 System ConfigurationNexus responsibilities:

Develop configuration documentation with input from the Eastern MunicipalWater District and/or network design team.

Develop the implementation-specific network diagram with input from theEastern Municipal Water District and/or the design team.

Configure the Unified Communications Manager for maximum conformance tothe desired access and security policy, user classes of service, and toll, station,and phone restrictions. This conformance is based on Nexus standard practicesas well as Ciscos published SRND documentation.

Eastern Municipal Water District responsibilities: Provide input to Nexus for the development of configuration documentation. Provide station locations IP addresses and subnet masks and existing DNS and

DHCP server configurations information, if applicable. Provide a list of users, security levels, and access privileges and define the call

manager system administration and securities policies and any other specialrequirements to be implemented in the product.

5.4 On-Site StagingNexus responsibilities:

Receive, inventory, and record serial numbers for the product at the on-sitestaging location. It is Nexus preference to stage equipment at Nexus facilities.

Load and configure implementation-specific call manager, gateways, phones,and, as required, Internetworking Operating System (IOS), per the staging planrequirements.

Unpack and assemble telephony devices and attach the designation strips foreach.

Eastern Municipal Water District responsibilities:

Provide a staging room with adequate table space, power, grounding, andnetwork infrastructure as specified in the staging plan to allow Nexus to stageand configure the product.

This staging room should have a locked storage area. Storage fees may beincurred if the Eastern Municipal Water District does not have capacity to storethe materials.

Provide shipping addresses for each site along with contact names for shipmentto the Eastern Municipal Water District-specified locations.

5.5 DeploymentNexus responsibilities:

Deliver the product from the on-site staging facility to the designated installationlocations within the same general site.

Confirm that the site readiness recommendations have been completed by theEastern Municipal Water District and that the network is ready for theinstallation of Unified Communications solution.

Install and connect the product to the Eastern Municipal Water District-providedfacilities at the agreed upon demarcation points in accordance with thedocumentation provided.

Troubleshoot and replace hardware failures relating to the installation of theproduct.

Provide remote technical support for the on-site engineer during installation,migration, cut-over, and implementation testing.

Verify operation of the installed Unified Communication Manager(s), gateway(s)and phone(s) per the pre-defined Network Ready for Use (NRFU).

Provide up to 20 hours of administration knowledge transfer for up to fourEastern Municipal Water District personnel.

Eastern Municipal Water District responsibilities: Identify a coordinator responsible for the services at each Eastern Municipal

Water District site. Prepare the Eastern Municipal Water District site in accordance with the site

readiness recommendations. Nexus shall not proceed with the productinstallation until such modifications and changes are made.

Order and install all Eastern Municipal Water District-provided data and voicecircuits prior to the scheduled installation date. Ensure that telco demarcationscircuit identifications are clearly identified.

Verify all distance and interference limitations of interface cables to be used andconfirm that all necessary cabling, power, and grounding is delivered andinstalled prior to the installation date.

Provide a voice telephone line (near the product) for use by the installer. Provide remote access to gateway routers for remote implementation support

and for remote Nexus server access for software downloads, if possible. Install and verify the operation of all Eastern Municipal Water District Provided

Equipment (CPE) not provided by Nexus. Provide earthquake bracing, if required. Provide any security clearances, escorts, special safety equipment, and access

training as required to access the site. Provide a PBX, telco, network, and/or cabling technician to be available during

the network installation and implementation testing to make network changesrequired to make the data/voice network operational.

6 Pricing and Payment TermsThe services proposed in this Scope of Work will be performed on a fixed cost basis inaccordance with the payment terms as agreed to and stated on the Schedule A.

6.1 ExpensesTravel and expenses are not included in the cost of this project. Eastern Municipal WaterDistrict will be billed for all reasonable and customary travel and expenses, to includebut not limited to airfare, mileage, car rental, per diem and accommodation, incurred byNexus per the Nexus travel and expense guidelines. This is in addition to the total costreflected in the Schedule A. attached hereto.

6.2 Purchase Order IssuanceEastern Municipal Water District shall place orders for services by issuing a writtenpurchase order to Nexus for the total amount indicated in Compensation Section above.All purchase orders are subject to Nexus acceptance. Nexus shall not commenceservices until an Eastern Municipal Water District purchase order is received andaccepted. All purchase orders must be signed by an authorized representative of EasternMunicipal Water District and shall include, at a minimum, the following information:

Cost of services by product code Cost of travel and expenses, if any Total cost Requested service date Bill to address Service to address Tax exemption certificates, if applicable

Purchase orders shall be faxed directly to Paul Bleeker (Nexus ASE)The terms and conditions of the SOW prevail regardless of any conflicting terms on thepurchase order, other correspondence and any and all verbal communications.

7 Change Management ProcessIt may be necessary to amend this SOW for reasons including, but not limited to, thefollowing:

Eastern Municipal Water Districts changes to the SOW and/or specifications forthe services.

Eastern Municipal Water Districts changes to the project plan. Unavailability of resources that are beyond either partys control. Environmental or architectural conditions not previously identified.

In the event either party desires to change this SOW, the following procedures shallapply:

The party requesting the change will deliver a Change Order Form to the otherparty. The Change Order Form will describe the nature of the change, the reasonfor the change, and the effect the change will have on the SOW, which mayinclude changes to the deliverables and/or the schedule.

A Change Order Form may be initiated either by the Eastern Municipal WaterDistrict or by Nexus for any changes to the SOW. The Project Coordinator of therequesting party will review the proposed change with his/her counterpart. Theparties will evaluate the Change Order Form and negotiate in good faith thechanges to the services and the additional charges, if any, required to implementthe change order. If both parties agree to implement the change order, theappropriate authorized representatives of the parties will sign the change order,indicating the acceptance of the changes by the parties.

Upon execution of the Change Order Form, the Change Order Form will beincorporated into the SOW.

Nexus under no obligation to proceed with the Change Order Form until suchtime as the Change Order Form has been agreed upon by both parties.

Whenever there is a conflict between the terms and conditions set forth in a fullyexecuted change order and those set forth in the original SOW, or previous fullyexecuted change order, the terms and conditions of the most recent fully executedchange order shall prevail.

8 AssumptionsThe following assumptions, together with those detailed elsewhere, were made to createthis Statement of Work. Should any of these assumptions prove to be incorrect orincomplete then Nexus may modify the price, scope of work, or milestones. Any suchmodifications shall be managed by the Change Management Procedure described inSection 6.

Eastern Municipal Water District will provide 24x7 access to Eastern MunicipalWater District facilities, including, where applicable, computer equipment,facilities, workspaces, and telephone for Ciscos use during the project.

Eastern Municipal Water District will provide a permanent analog modem linein the room where the equipment will be installed.

Eastern Municipal Water District will provide system access according to thespecifications of Cisco TAC.

Eastern Municipal Water District is responsible for the coordination, installing,and verifying of the operation of all external communication hardware notprovided by Nexus prior to or during the physical installation. This includes butis not limited to Legacy PBX or voicemail modules and proprietary cable pin-outs.

Eastern Municipal Water District will provide a complete and documentednetwork architecture plan that would provide physical and logical schematics(Visio format preferred) prior to service commencement.

Eastern Municipal Water District will provide skilled personnel to assist with thefollowing:

o Performing the hardware and software configuration changes that will berequired on Eastern Municipal Water Districts file and applicationservers and switch or router OS.

o Network servers and Exchange servers have correct version and servicepacks installed.

o Network impacts and Exchange server storage impacts will be addressedprior to Unified Communications install.

o All Eastern Municipal Water District hardware that will be used for thisengagement is listed on the Hardware Compatibility List published byMicrosoft.

The Eastern Municipal Water District will supply Nexus with a properlyformatted CSV file, if appropriate, for importing users into Unity.

Ensure that all site preparation (for example, but not limited to, power, space,HVAC, abatement, cables, and racks) will be in place and the site ready for

equipment installation three (3) business days prior to the beginning of thescheduled onsite installation.

Ensure cubicle jacks are properly labeled back to the wiring closet patch panel. Ensure that there are the necessary power and cable requirements at each user

location. Eastern Municipal Water District will coordinate the scheduling users for

training class times and provide the training facilities. All Auto Attendant (AA) greetings are in writing. A speaker is designated to record AA greetings during implementation phase. There is a list of all fax numbers and fax locations. UPS, surge protection, or wall outlets are available and labeled for equipment. All patch panels and cables are properly wired and labeled. All cabling meets CAT5 specs set by EIA/TIA. Any additional cabling required is performed by the clients cabling vendor. Eastern Municipal Water District shall be responsible for the registration of all

Cisco SmartNet, Compaq Depot, or other required hardware or softwareregistrations.

Eastern Municipal Water District will have all employees remove all messagesfrom old voicemail boxes prior to new system installation.

Nexus is responsible for installing and testing of up to five (5) ViewMail forOutlook (VMO) desktop configuration. The Eastern Municipal Water District isresponsible for all other desktop configurations including, but not limited to, theinstallation of the remaining ViewMail for Outlook (VMO) on end usersdesktops.

Eastern Municipal Water District network architecture design shall not changebetween the date of Eastern Municipal Water Districts execution of this SOWand the completion of all services contemplated hereunder.

Eastern Municipal Water District is responsible for the ordering, installing, andtesting of all data and voice circuits prior to the scheduled installation date. TheEastern Municipal Water District must ensure that telco demarcations circuitidentifications are clearly identified. Any delays caused by the lack of completedtelco coordination shall be billed at Nexus time and materials rates includingtravel and other expenses. Any additional costs incurred by the EasternMunicipal Water District as a result of delays shall be the sole responsibility ofthe Eastern Municipal Water District.

Eastern Municipal Water District is responsible for any shipping and insurancecharges, if any, to transport equipment from the staging facility to the installationsite(s).

Delays caused by the lack of completed site preparation or Eastern MunicipalWater District failure to meet any responsibilities specified in this SOW shall bebilled at Nexus time and materials rates including travel and other expenses.Any additional costs incurred by the Eastern Municipal Water District as a resultof delays shall be the sole responsibility of the Eastern Municipal Water District.

Unless otherwise agreed to by the parties, a response will take place within twotwo (2) business days of Nexus request for documentation or information neededfor the project.

Eastern Municipal Water District has delivered to Nexus all of the requiredpaperwork for processing.

Nexus requires on average up to three weeks to schedule resources for theproject start from the time all completed contracts are received and processed.

Resources from various Nexus offices may be utilized, as needed, to provide afull scope of technical expertise.

Any product or service delivery dates communicated to the Eastern MunicipalWater District outside of this SOW or the project plan, are not to be consideredvalid or binding.

Requests for support or services outside of this SOW require written approval bythe Eastern Municipal Water District and acceptance by the Nexus ProjectCoordinator and may result in additional charges to the Eastern Municipal WaterDistrict.

If the project extends beyond the timeline specified in the project plan due todelays caused by parties other than Nexus and its subcontractors, additionalcharges may apply.

All backup and antivirus solutions are to be provided by the Eastern MunicipalWater District. Nexus has not provided these solutions as part of this SOW anddoes not hold any responsibility for these elements of the end-state solution.

All knowledge transfer sessions will be completed during the week prior tocutover. No provision has been made for additional training after cutover.

All SOW activities, with the exception of cutover, will be conducted duringnormal business hours, Monday through Friday, 8 am to 5 pm.

Where possible, most work will be performed remotely. On-site resources willonly be used for activities such as physical hardware installation, training,cutover, and go live support.

Any services outside the scope of this project will be provided on a time andmaterials basis.

Eastern Municipal Water District change orders will be billed at current laborand material rates and will be due and payable upon receipt.

o The quality of a VoIP call depends on many factors, including networktraffic, LAN/WAN engineering (i.e., setting up QoS across network,

CODECS being used), and network carrier facilities. Business voicequality can be achieved with pr