ADTRAN ACES Netvanta 7100 / 7060 Implementation Statement of Work for Resellers / Distributors

Transcription

1 ADTRAN ACES Netvanta 7100 / 7060 Implementation Statement of Work for Resellers / Distributors 1.0 Introduction This Statement of Work (SOW) is provided by ADTRAN, Inc., for all Reseller / Distributors, to define the installation and maintenance services available under ADTRAN Custom Extended Services (ACES), whereby ACES will perform an Onsite Installation (the Services) of a Netvanta 7100 / 7060 Offering. This document along with the ADTRAN Manufacturer s Warranty, ADTRAN Manufacturer s Specifications, the ACES Letter of Verification, the ACES Terms and Conditions, the Description of Service Offerings for IP Telephony, and the ADTRAN Sales Order, together constitute the Agreement between ACES and the Customer (the Customer is defined as any business or individual purchasing ACES products and/or services, and also referred to herein as the End User). ADTRAN recommends that the Customer review all documents carefully, as they contain not only the details of the coverage offered by ACES but also responsibilities, expectations, and service stipulations. If the Customer has any questions regarding the subject matter, such should be directed to the ACES Business Office (phone during regular business hours, 8 5 CST). 2.0 ADTRAN Responsibilities The Project is divided between the Installation and the Installation Warranty. The Installation is comprised of the following phases: Project Coordination and Management, Staging Services, and Onsite Deployment. The Installation Warranty is initiated the following day after a successful Onsite Deployment. The Installation Warranty is composed of Training and Project Review. 2.1 ADTRAN ACES Package Offerings There are three ACES Installation offerings for the Netvanta 7000: Silver, Gold, and Platinum. These three offerings are defined by the features and functionalities deployed. The ACES installation process and all defined responsibilities of the Carrier, ADTRAN, and the Customer are consistent across all package types. Silver Package The Silver Package offering includes the following features: Analog trunk configuration for incoming analog lines Two Analog station configuration for fax lines / analog phones A single voic class of service A single call coverage plan (4 rings / goes to personal voic ) 1

2 One receptionist or executive level user (includes status group to monitor other phones) Personal inbox for every phone user Operator group Class of Service (normal class of service permits all call types except for international and 900 numbers) Single auto attendant menu System directory for dial by name searches Single paging group One general voic box Gold Package The Gold Package offering includes the following features: Analog trunk configuration for incoming analog lines, including a key system mode if desired Two voic classes of service (executive and normal) A single call coverage plan (4 rings / goes to personal voic ) Three Analog station configuration for fax lines / analog phones Three receptionist or executive level user (includes status group to monitor other phones) Personal inbox for every phone user Operator group Two classes of service (executive permits all call types, normal permits all call types except for international and 900 numbers) Three ring groups Three auto attendant menus System directory for dial by name searches Two sub-system directories for department dial by name searches notification of voic (if server is available onsite) Three system speed dials (can be extensions, external numbers, paging groups, status groups, or park zones) Platinum Package The Platinum package will deliver any feature request in any quantity needed, up to the specifications of the Netvanta 7000 platform. 2.2 Installation: Project Coordination and Management ACES will assign an ACES Project Manager (PM) to each installation. The PM will be the primary point of contact during 2

3 the installation phase of the project. Coordinating with the Customer as necessary, the PM will gather needed site and technical information from the appropriate parties, schedule an onsite technician, and demonstrate the operation of installed equipment (Equipment) to manufacturer specifications. The PM will be responsible for the following: Schedule a project kick off call between the Customer, Reseller / Distributor, ADTRAN, and other third parties as required Serve as the single point of contact for planning, staging, and implementation Manage deadlines and milestones Request needed technical and site information from the Customer and associated parties Gather all configuration data (as applicable) from the Customer including but not limited to: o IP Scheme o Floor Plan o Router Configuration Data o Switch Configuration Data o IP Phone set assignments and features o Voice Configuration Parameters Gather circuit/network/application information required for proper configuration of the Equipment Verify equipment ordered (per the hardware list or hardware sales order) for the customer s application Assign an ACES Engineer to configure, stage, and test the Equipment Schedule the Onsite technician to perform a Site Qualification prior to the installation and review the results, communicating site needs to the Customer, Reseller / Distributor, ADTRAN, and other third parties as required Coordinate the installation schedule among ACES, the Customer, Reseller / Distributor, and other vendors or providers Schedule the Onsite technician Perform a post install follow-up call with the Customer, Reseller / Distributor, ADTRAN, and other third parties as required 2.2Installation: Staging Services The ACES Engineer assigned to the project will perform all staging services. Staging includes: Review and validate the application in which the Equipment will be used Create and verify equipment configuration Full configuration of all equipment Functionality and application testing prior to shipment to the Customer s site(s) Upgrades of firmware or storage of latest version of firmware on devices for onsite upgrades Note: Upon completion of the configuration and staging, the network configuration is frozen. Any configuration changes 3

4 requested after this stage may delay the scheduled installation date until the changes can be incorporated into the configuration files. If a project has been placed on hold, a 5-business-day advance notice is required to reschedule the Onsite Services. 2.3 Installation: Onsite Deployment Installation rates assume Monday thru Friday, 8 am - 5 pm local site time, unless otherwise requested. After hours support is available at an uplifted rate. The installation will consist of the following tasks: Unpack and inventory equipment, reporting any damaged or partially shipped hardware Rack-mount the equipment (the Customer must ensure rack space availability prior to dispatch) Verify power-up self-test diagnostics Install/attach appropriate interconnect cables Test and verify end-to-end connectivity Assist in testing the Equipment and the associated networks and applications (per the ADTRAN Sales Order), to ensure proper operation As may be required, schedule and perform Telco cut-over for existing DID phone numbers Test and verify broadband access Place and connect End User Phones Verify Phone registration Provide the Phone Quick Reference Guide (one per End User phone) Provide either a Phone Tutorial CD or reference link to an online Phone Tutorial (one per End User phone) Provide the Netvanta 7100 / 7060 Administrator s Guide to the pre-assigned Customer s administrator The deployment phase is completed with a basic orientation of the VoIP phone operations. The material covered includes: An introduction to the Phone Manager Graphical User Interface How to o Place a call o Transfer a call o Mute o Place a call on speakerphone o Park a call o Retrieve a call Utilize voic This instruction will be given at the end of the installation to a pre-assigned Customer administrator and will be fifteen to twenty minutes in length. At the successful conclusion of this phase, the Installation PO will be billed and the Reseller / Distributor notified of the Onsite Deployment s completion. Upon completion of the Onsite Deployment, ADTRAN will request the Customer s acceptance of ADTRAN s Installation Confirmation. The Customer s signature, or 4

5 lack of response to such request for five (5) business days, assumes that the installation has been completed and that the installed Equipment is operating in accordance with the manufacturer s specifications. The Customer s expressed or tacit acceptance initiates the 30-day Installation Warranty. 2.4 Installation Warranty: Training Training will be delivered in two steps. Each step will have an instructor, ADTRAN supplied material, and will be delivered to the same pre-assigned Customer administrator. The first portion of training consists of the basic phone orientation (Section 2.4) and is performed as part of the Onsite Deployment. This training will take place at the conclusion of the installation, will cover basic phone operations, and will be fifteen to twenty minutes in length. The Phone Quick Reference Guide and either the Phone Tutorial CD or the online Phone Tutorial will supplement this phase of training. Following the installation, the Customer s assigned administrator will receive a 1.5 hour Administration training. This training will be remotely led by ADTRAN and utilizes a webinar. The Netvanta 7100 / 7060 Administrator s Guide will accompany the training. Topics covered in the Administration Training course includes: Accessing and Navigating the System Menus Managing Phone Accounts Modifying Existing Phones Configuring Voic Limited System Configuration Maintaining and Basic Troubleshooting This instruction will be delivered to the Customer s administrator within two weeks of the installation of the Equipment. If the Customer is unable or unwilling to attend their Administration Training, the course will be available on the ADTRAN website for their reference. 2.5 Installation Warranty: Project Review The Installation Warranty is a thirty day period. Prior to its expiration, the PM will coordinate a follow up call with the Customer and other appropriate parties as needed. This call will be to address any remaining questions or concerns the Customer may have and to perform an assessment of the installation. Following this call, ADTRAN will all completion and maintenance information to the Customer and Reseller / Distributor. Please see Section 8.0 for further details. 3.0 Customer Responsibilities The PM is the Customer s primary point of contact throughout the Services process. To ensure a successful installation the Customer will be required to submit all appropriate contact information (i.e. End User name, street address, telephone and information, etc.) and communicate all changes that may arise. ADTRAN will move forward only 5

6 with those changes that the PM may accept, and for which the Customer or the Customer s authorized representative has accepted the Customer s responsibility for payment (by way of additional Purchase Order, credit card information, etc). It is the Customer s responsibility to collect and submit to the PM specific network configuration and technical information as requested. In certain instances, the Customer s network Reseller / Distributor may be the source of this information, and the PM will coordinate the data gathering process among the appropriate parties with the Customer and the Customer s network Reseller / Distributor. The End User may designate another technically qualified resource to furnish all data and should provide the PM with the appropriate contact information. To a great extent, the Customer will be ultimately responsible for ensuring a timely installation by ensuring the PM has been provided with the necessary requested information. Such information may include, but is not limited to: A network diagram of the application and all pertinent equipment Network service parameters Interface configuration and addressing information for all other equipment with which the installed Equipment will interoperate Network security requirements and parameters, such as firewall rules, NAT configuration, etc Voice configuration parameters Documentation regarding site qualification and the Customer s assurance that the installation location meets the environmental requirements specified in the Equipment documentation An assigned Customer administrator Note: Items above must be complete and received / verified no later than 2 weeks prior to the requested installation date. The PM will propose an installation date at ADTRAN s earliest availability following this 2 week period. The ACES PM shall validate all required information prior to providing an installation date. Any changes to the received / verified items above shall be coordinated with the PM, and depending on workload, complexity, and schedule, it may become necessary to adjust the installation date to accommodate new requirements and changes. ADTRAN will make every effort to meet the customer s requested install date. To help ensure the requested date, in addition to this information, the Customer must take specific action and / or ensure that the following items are appropriately addressed: Physical mounting points and interfaces must be compatible with the Equipment Adequate electrical power must be available and within reach of the Equipment Telephone and / or data circuit lines must be mapped and fully installed with proper demarcation, and have been tested and certified by the provider; and the points of demarcation must be within six (6) feet (cable length) of the Equipment Other equipment or networks to which the Equipment is connected must be available and accessible, and all interfaces compatible, 6

7 and the networks capable and properly configured for carrying the network traffic Other vendors and providers must be available at the time of installation, for configuration and testing of other equipment and networks with which the Equipment interacts (ADTRAN can make changes to other equipment only if arrangements are made five (5) business days in advance, and only for those changes that the PM may accept, and for which the Customer or the Customer s authorized representative has accepted the Customer s responsibility for payment by way of additional Purchase Order, credit card information, etc) Verify that all equipment, supplies, and materials have been received and are on-site and available, before the installation commences Provide immediate access to the Equipment installation location upon arrival of the ADTRAN Onsite Technician Provide a written or ed acknowledged receipt and acceptance of this SOW Prepare each End User Phone location by ensuring appropriate connections and access for the Onsite ADTRAN technician to place and connect the End User Phone The PM will provide appropriate checklists and worksheets to assist the Customer in meeting its responsibilities. Failure on the Customer s part in meeting its responsibilities may have an adverse impact on the timely, successful completion of the installation. ADTRAN will not be responsible for such impacts, and as such may cause ADTRAN to incur additional costs, ADTRAN reserves the right to invoice for such costs in accordance with the Additional Charges as stated herein (Section 6.0). The End User will schedule all service activity, e.g. reschedules, cancellations, etc., through the PM providing a minimum of 5 business days advance notice for all scheduled requests. Service activity includes site dispatches, configuration services, cancellations, rescheduled events, relocations, implementations, and maintenance. In providing network configuration and technical information, the End User will need to ensure the delivery of accurate, current data. If the information provided is incorrect or incomplete, ACES may charge for any additional time expended or costs incurred due to such error or omission (see Additional Charges herein). ADTRAN reserves the right to bill for all labor costs when work is stopped, delayed, or rescheduled (for more than 30 days) due to a request by End User, or as a result of the End User s failure to meet the responsibilities outlined in this SOW, or for any other reason beyond ADTRAN s control. 4.0 Reseller / Distributor Responsibilities The Reseller / Distributor will be responsible with furnishing all voice circuit information, including circuit installation and activation dates. If applicable, the Reseller / Distributor may provide a valid, alternative point of contact who can supply all circuit provisioning information. ADTRAN reserves the right to escalate all circuit issues to the Reseller / Distributor and to bill the Reseller / Distributor for all labor costs when work is stopped, delayed, or rescheduled due to a request by the 7

8 Reseller/Distributor, or as a result of the Reseller/Distributor s failure to meet the responsibilities outlined in this SOW. 5.0 Wiring To ensure proper functionality of a VoIP network, wiring must meet a minimum requirement of CAT 5. The End User is responsible for ensuring that the equipment location is prepared with sufficient electrical power (the user will supply a server class UPS 1500 watts at 30 minutes run time, minimum) to support the hardware, and that the wiring and environmental conditions are appropriate and in accordance with the manufacturer s specifications. The End User must also ensure that the demarcation point is located within 6 physical feet of the vicinity where the equipment covered by the installation order is to be installed, and that the equipment is accessible to the DTE hardware. Unless ADTRAN has specifically agreed to remedy shortcoming(s) within this section, at a mutually agreed upon price, then the entire responsibility for remedying such shortcoming, whether subsequently identified by ADTRAN, or identified at any time, by any other party, will fall on the End User. At its discretion, the End User may choose to have ADTRAN remedy such, at rates noted herein (see Additional Charges). Any wiring issues discovered while onsite, could result in additional charges to the End User. All wiring must be identified, labeled, or tagged prior to the installation. Examples include but are not limited to: Room Jacks labeled to match patch panel at the installation point Patch Panel to include cross reference to room Telco Circuits are labeled with DID or Circuit Number Music on Hold Source with associated mini stereo jack/cable as recommended in the NV 7100 / 7060 technical specification Overhead Paging System - with associated mini stereo jack/cable as recommended in the NV 7100 / 7060 technical specification 6.0 Items Not Included Unless arrangements have been made otherwise, and agreed upon by ADTRAN, an ACES installation will not include the following: Wiring or cabling; supply, assembly, installation or maintenance of racks, shelves, or any other physical structure to which the Equipment is to be mounted; ancillary materials such as power/extension cords, rack/wall mount bolts/screws Troubleshooting or installing wiring, extending wiring and/or cabling, to include Telco demarcation points Supplying any ancillary materials, including without limitation, any cables needed between items of Equipment and End User CPE and / or power cords and extension cords Supply and / or assembly of non-adtran racks, shelves, or tables, or of ADTRAN racks, shelves or tables which are not items of covered Equipment Accessing or troubleshooting third party hardware or problems (including but not limited to Telco issues) Optimizing or troubleshooting Reseller or End User applications. Installation or configuration changes that are results of site additions, deletions, re-locations or changes in the Reseller's / 8

9 End User's network strategy or design requirements that deviate from the agreed upon site listing Installation or maintenance of Soft Phones Moving of furniture for the installation of End User Phones Providing, installing, or verifying extended phone wiring for the installation of End User Phones Configuring third party DHCP servers Configuring or installing additional Customer hardware, including Soft phone and VPN clients (ADTRAN can make changes to other equipment only if arrangements are made five (5) business days in advance, and only for those changes that the PM may accept, and for which the Customer or the Customer s authorized representative has accepted the Customer s responsibility for payment by way of an additional Purchase Order, credit card information, etc) 7.0 Additional Charges for Installation Services Beyond the services offered as part of an ACES Installation, ADTRAN can arrange for additional services that are charged separately. In addition, expenses that are unlikely to be incurred by most customers are removed from the up-front cost of the installation and are charged only as necessary. ADTRAN reserves the right to bill the Customer for costs ADTRAN may incur as the result of the Customer s action or inaction in such instances ADTRAN s receipt or promise of payment (Customer Purchase Order, credit card information, etc) is a condition precedent to ADTRAN moving forward with the Services. Such expenses include: Expedite: fixed rate surcharge to schedule the installation before the next nominally available date. The Customer may request that the installation process be accelerated. The expedite fee helps to offset the additional costs of special processing and rush shipment of the equipment to the site. ADTRAN will grant an expedite request and accept the fee only if the service and equipment are available. Time and Materials (T&M): hourly rate for services performed beyond those covered by this SOW, and for those instances where the Customer or other parties (i.e. beyond ADTRAN s control) delay ADTRAN s progress and / or completion of the Services. At the Customer s request, ADTRAN can arrange for onsite or remote services (T&M) in addition to the tasks covered in this SOW. Site Not Ready (SNR), Rescheduling, or Cancellation: fees to cover costs of canceling or rescheduling the Services, assessed on a per site basis. ADTRAN will waive these fees if five business days notice is given. After-hours: additional compensation for Services performed outside normal business hours normal business hours is defined as Monday through Friday (exclusive of Holidays), 8am thru 5pm, local site time. At the Customer s request, ADTRAN can arrange for services and support on weekdays after normal hours, or on Saturdays, Sundays, or Holidays. 8.0 Installation Acceptance and Warranty 9

10 Upon completion of the Onsite Deployment, ADTRAN will request the Customer s acceptance of ADTRAN s Installation Confirmation. The Customer s signature, or lack of response to such request for five (5) business days, assumes that the installation has been completed and that the installed Equipment is operating in accordance with the manufacturer s specifications. The Customer s expressed or tacit acceptance initiates the 30-day Installation Warranty, during which ADTRAN may make configuration adjustments to fine-tune any network parameters as required, provided remote access is available. The Installation Warranty will be period of time during which Training will be provided and, at its end, the Project Review (Section 2.5) performed. The ACES Maintenance Plan begins without lapse at the end of the Installation Warranty period. Please see ADTRAN s Description of Services for IPT for complete plan details. Log on to or contact ADTRAN ACES Business Office at END OF SOW 10