Statement of Work for:

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1 Why, Inc? We are Innovative Client focused A leader in VoIP and Unified Communications Ethically driven Forward thinking Community minded ShoreTel GOLD Champion Partner At, we believe in the timeless art of providing exemplary service as our guiding principal. We truly listen to our clients and provide them the most advanced and cost effective VoIP Unified Communications solutions for their business. Our corporate directive, from President, Nissa Judd, to our Strategic Alliance team, to our Technical Service and Installation staff is to always go above and beyond in providing professional guidance, consultative solutions, and to develop long-term business partnerships. Collaborating with our engineering and operations teams allows us to design solutions which are tailored to solve your communication challenges, provide a sustainable growth path, and ensure the lowest total cost of ownership in the Unified Communications industry. As a woman-owned business, strongly believes in giving back to the communities which it serves. We are proud supporters of Middleton Outreach Ministry (MOM), Gio s Garden, Juvenile Diabetes Research Foundation (JDRF), Madison Children s Museum and The Leukemia & Lymphoma Society; our owners and employees are committed to helping others. At, we take great pride in the technology solutions and services which we deliver. Our goal is 100% customer satisfaction, which is evidenced by our loyal clients and the referrals which they provide. was also recently recognized by ShoreTel for our outstanding achievement in customer satisfaction for the reporting periods from January 1, 2012 through October 31, Our exceptional score reflects an industry recognized world class level of professionalism and customer care in all aspects of the customer experience as reflected in the ShoreTel customer experience surveys administered by an impartial third party. We recently received the 2015 ShoreTel Circle of Excellence Award. This award is presented to ShoreTel s top global reseller partners, and each year less than one-half of one percent of all partners earn this distinction. 1 P age

2 , Inc - Services and Responsibilities Project Management Create project team consisting of Lead Technician(s), Project Manager(s), and Trainer(s) Create project timeline based on Customer needs, ShoreTel hardware and software arrival, and IBS Lead Technician availability System design to include call flow, automated attendant(s), extension detail, and document as per design meeting with City of Lodi Post Cutover acceptance and project close out System Implementation City Hall Install and configure Windows Operating System on the ShoreTel Server Install and configure ShoreTel 100Avoice switch Assist with bringing Windows up on City of Lodi domain or active directory Lead Technician to provide City of Lodi with QoS and IP information for customer implementation on LAN/WAN Configure 26 users within ShoreTel Director Program call flows, automated attendant, schedules per City of Lodi direction in system design meeting Configure call routing and dialing plan Verify ShoreTel CONNECT desktop clients are installed and working properly Install 14 desktop telephones using map provided by City of Lodi and verify proper operation Full readiness testing Perform system cutover to include carrier circuit(s) within the ShoreTel system Install and test any/all analog devices Provide cutover support Police Department Install 8 desktop telephones using map provided by City of Lodi and verify proper operation Verify ShoreTel CONNECT desktop clients are installed and working properly (Where used) InstallShoreTel50A voice switch on customer provided network port & connect analog phone lines Test call flows & 911 operation Public Works Install 3 desktop telephones using map provided by City of Lodi and verify proper operation Verify ShoreTel CONNECT desktop clients are installed and working properly (Where used) InstallShoreTel50A voice switch on customer provided network port & connect analog phone lines Test call flows & 911 operation Wastewater Treatment Install 1 desktop telephones using map provided by City of Lodi and verify proper operation Verify ShoreTel CONNECT desktop clients are installed and working properly (Where used) InstallShoreTel50A voice switch on customer provided network port & connect analog phone lines Test call flows & 911 operation 2 P age

3 Training Training to take place at City Hall Training room preparation and clean-up Training materials for all participants Trainer to provide end user training 90 minute class Minimum 3 and maximum 12 students per class Trainer to provide administration training for basic adds, moves, and changes 90 minute class Maximum three users per class Provide cutover support First Year Support ShoreTel software upgrades; IBS will perform the first upgrade at no charge, subsequent upgrades will be at time and materials labor rate Full hardware support repair or replace (Including telephone sets) Monday through Friday 8:00 AM to 5:00 PM labor maintenance o Hardware or software issues covered o Discounted labor rate for Adds, Moves, and Changes ShoreCare Support is effective the date ShoreTel ships equipment and expires 61 months from that date. City of Lodi - Responsibilities: Designate a single point of contact for the project who works to schedule resources, and coordinate installation Provide all configuration information needed for programming of the ShoreTel system Provide any/all patch cables needed on data network (5 foot patch cord comes with each IP telephone set) Provide minimum of Category 5 cabling to all IP telephone set locations (All four facilities) Provide POE appropriate # of POE data switch ports for telephones & ShoreTel equipment (All locations) Provide access to areas where equipment is to be installed Provide proper rack, wall or shelf space, power and environment for ShoreTel equipment Provide UPS power (If required by City of Lodi) All locations Provide analog trunk for 911 purposes, (Public Works, Wastewater Treatment & Police Department) Provide cabling from analog trunk DMARC to ShoreTel voice switch. (Public Works, Wastewater treatment & police department) Provide SIP telephone service, minimum 8 SIP paths, maximum 12 SIP paths Provide all programming of IP addressing, QOS and DHCP per information provided Adhere to freeze date on any programming changes (5) business days prior to the start of implementation Ensure that ShoreTel CONNECT is deployed to necessary desktops prior to cutover Provide end users with communication regarding training dates and scheduled classes & room for classes 3 P age

4 Minimum Software and Hardware Requirements Software Version to be installed: ShoreTel Release 15.0 ShoreWare SBE 100 Option - ShoreTel Server: SBE Up to 100 Users Processor: Intel Celeron E3400, DualCore 2.6 Ghz, 800FSB Hard Drive: 500GB, SATA Rack-Mountable (1U) Form-factor Network Interface 100 Base-T Headquarters Server Software, included with SBE 100 Server Microsoft Windows Server 2008 R2, 64-bit, Standard or Enterprise Microsoft Windows Server 2012, Standard and Datacenter ShoreTel CONNECT Client Windows 7 Professional, 32-bit or 64-bit, SP1 Windows 7 Enterprise, 32-bit or 64-bit, SP1 Windows 8 (all versions, including 32 and 64-bit) Windows 8.1 (all versions, including 32 and 64-bit) Windows 10 (all versions, including 32 and 64-bit) Unicode support (Double Byte Character) Apple OS X 10.7.x, 10.8.x Windows Server (terminal license server) o Windows 2008 Server, 32-bit, SP2 (Enterprise) o Windows 2008 Server, 64-bit, SP2 (non R2) Standard and Enterprise o Windows 2012 Server, Standard and DataCenter 2GB Disk Space Intel Celeron E3400, Dual Core 2.6Ghz, 4GB RAM Intel Celeron J1900, Dual Core 2-2.4Ghz, 4GB RAM Outlook 2010 or Outlook P age

5 Limitations and Exclusions Scheduling Requirements will work with City of Lodi to determine appropriate dates and times for design meetings, training sessions, and ultimately system cutover. Factors that impact the project schedule include / City of Lodi project workload, construction (if new or remodeling), and changes to carrier services. Carrier Services will work with City of Lodi and their network services provider to understand network service requirements and timelines for cutover. However, City of Lodi is responsible for managing the provider and ensuring it meets project timelines. Software Version Selection reserves the right to change version if deemed necessary. Voice Quality cannot guarantee voice quality across the public internet. cannot guarantee voice quality when using headsets. recommends Plantronics CS55; however, several models of headsets work well with the ShoreTel System. Return Policy will only accept the return and/or exchange of unopened and undamaged hardware w/ 30 days of Equipment Ship Date. will assume responsibility for defective items and will process the RMA with the manufacturer Software clients/licenses are not eligible for return. Restocking fees will apply and will be charged back to City of Lodi. Out of Scope Items Additional labor required for project completion due to unforeseen delays or changes made by City of Lodi or Network Services Provider(s). Oversight and omissions regarding the networking environment will not be the responsibility of Integral Building Systems. Third party applications that could potentially cause conflict with ShoreTel CONNECT and Outlook Integration (i.e. Terminal Services). 5 P age

6 Equipment Proposed 6 P age

7 Network Diagram Licensing * 25 Extension/mailbox License *3 Extension only License *25 Essential License Includes desktop application & softphone *1 Courtesy License Does not includes desktop application Charter SIP Telephone Service (12) Trunks ShoreTel Configuration *1 Five user Emergency Notification Software 911 Trunk City Hall Police Department ShoreTel Server ShoreTel Voice Switch 4 Each IP 485G Telephone Sets 4 Each IP480G Telephone Sets & 4 Each IP 420 Telephone Sets 2 BB424 Sidecar 7 Each IP 480G Telephone Sets & 3 Each IP 420 Telephone Sets 911 Trunk Charter Internet 911 Trunk Wastewater Public Works Treatment 1 each existing analog set 1 each existing analog set 3 Each IP420 Set 1 Each IP420 Telephone Set 7 P age

8 Remote Access Options Remote administration provides value by eliminating travel costs and allowing the support technician faster issue resolution and higher end-user satisfaction. Bomgar: Bomgar is a remote support solution which allows technology support professionals to access and control systems and devices remotely; including personal computers and servers. This solution is similar to Log Me In, Go To Meeting or WebEx. Bomgar allows support technicians to support remote end-user systems through firewalls from their computer or mobile device. Bomgar can connect without requiring changes to existing firewall configurations due to the fact the sessions are generally initiated internally. The workstation or computer must have internet access. A thin client is installed on the remote workstation. The client may be provisioned for unassisted remote access or customer assisted remote access. VPN: City of Lodi provided IPsec or SSL VPN service. Coverage included ShoreCare Support 5 Year: Software documentation, patches, updates and upgrades from ShoreTel; Technical support from ShoreTel, should we need assistance troubleshooting any issues you should have; Advance exchange, next-business-day delivery for ShoreGear switches; Does not cover any labor for any of the above items. ShoreCare Support is effective the date ShoreTel ships equipment and expires 61 months from that date. IBS Labor Maintenance 1 Year: Troubleshooting labor for any issue with the exception of customer abuse/misuse situations; Replacement labor for any parts replaced; Discounted labor rate for adds, moves, and changes Five Year Parts Warranty: Replacement of any ShoreTel hardware with the exception of customer abuse/misuse situations (does include power surge/lightning protection; Does not cover any labor for any of the above item. 8 P age

9 Support Overview The success of is based solely on our ability to provide exceptional service and support. We understand that even the best designed networks can develop problems over time and will require service. We realize the critical dependency that all of our customers have on their voice and data networks. For this reason we are always prepared to solve your issues. How to reach us s are for non-urgent requests ONLY. address is monitored Monday through Friday 8:00 AM to 5:00 PM. Typical response time by Customer Support Team is approximately two (2) hours. Phone: (608) All calls to Customer Support Team are answered by a live operator during normal business hours. If you have an emergency outside of normal business hours, please follow our Automated Attendant prompts for an on call technician response. Typical response time by on call technician is approximately 15 minutes. Software Upgrades City of Lodi, while under a ShoreCare Support Contract with, will receive notification of all new Generally Available software releases by Customer Support Team. This upgrade can be performed by City of Lodi IT staff or by Technical Team. Upgrades performed by Integral Building Systems will be billed at time and materials rate. Hardware Replacement ShoreGear Switches that are itemized on Schedule I of the Sales Agreement that require replacement will be shipped UPS Next Day Air from ShoreTel. If you are under labor maintenance with and the unit was not damaged by an Act of God or Customer Abuse/Misuse, we will replace at no charge. IP Phones requiring replacement will be shipped via UPS Ground from ShoreTel. If you are under labor maintenance with and the unit was not damaged by an Act of God or Customer Abuse/Misuse, we will replace at no charge. If you are not under labor maintenance with, all replacement hardware will include free return shipping labels via UPS or technician replacement at current time and materials rates. 9 P age

10 Exclusions Applications that have been created by parties other than or ShoreTel are not supported. A support issue caused by malfunctioning customer-supplied equipment or software is billable. Anti-Virus software is generally not recommended for the ShoreWare server. Customers choosing to install antivirus software are responsible for any updates. Support issues caused by the anti-virus software are billable. Microsoft Automatic Updates should be disabled on the ShoreWare server. should be contacted before any update is performed. Support issues caused by performing Microsoft Updates without the consent of are billable Payment Structure 70% Down Payment due with signed Statement of Work and Sales Agreement 20% Partial Payment due 10 days prior to system cutover 10% Final Payment due upon completion and acceptance of system installation Acceptance City of Lodi, Inc By: By: Title: Title: President Date: Date: 10 P age