Service Level Agreement

Transcription

1 Service Level Agreement Hsted Vice This Hsted Vice Service Level Agreement ( SLA ) is incrprated int the Qute executed by TekLinks and Custmer fr Hsted Vice Services and sets frth the specific terms and cnditins under which TekLinks shall supply the Hsted Vice Services described herein t Custmer. The general terms applicable t such Services are cntained in the Master Terms and Cnditins ( MTC ) and the Master Service Level Agreement ( MSLA ) incrprated int the Qute by reference. Capitalized terms used but nt defined herein shall have the meanings set frth in the MTC and MSLA. Terminlgy These are service specific definitins. Cmmn definitins are already defined in ur Master Service Level Agreement and Master Terms and Cnditins. Circuit refers t a path r physical link between tw pints ver which data is passed. Custmer Netwrk refers t the entire netwrk Custmer makes available t Remte Users as part f this Service. Custmer Netwrk may include many different physical lcatins and/r physical pieces f Equipment. Custmer Premise/Service Address refers t the physical address (as stated in the Qute) where the TekLinks has been requested t prvide services. Custmer Premise Equipment refers t Equipment that TekLinks has deplyed at Custmer Premise t enable a service. Hardware as a Service (HaaS) refers t TekLinks-wned equipment prvisined t a Custmer fr a mnthly cst. Service Descriptin General Hsted Vice is an IP-based hsted phne slutin that bundles lcal and lng distance service prviding a csteffective, feature-rich alternative t n premises IP PBXs and traditinal analg phne systems. TekLinks shall prvide custmers with vice cnnectivity Service t the Custmer Premise. In mst cases, Service shall be delivered in the frm f a dedicated circuit(s) prvided by TekLinks which will be dependent upn lcatin, bandwidth and/r Services requested. Service is typically delivered via managed equipment. Service shall be transprted using SIP (Sessin Initiatin Prtcl). TekLinks shall prvide administrative access thrugh a web prtal s that the Custmer s primary cntact can easily manage users n the Hsted Vice Service. Page 1 f 14

2 Levels and Offerings Basic Hsted Seat This service level prvides basic digital phne functinality. Service is primarily used fr breakrm and hallway phne service. Features TekLinks shall prvide a single lcal phne number per phne. Service shall be delivered t Custmer via lcal DIDs prvisined by TekLinks. Mnitring TekLinks perfrms mnitring f Service availability as a whle. If Service is unavailable, TekLinks supprt persnnel are ntified and shall begin effrts t restre service. Direct Inward Dial r DID An individual Direct Inward Dial phne number may be prvided by TekLinks. TekLinks may either prvide a new DID r if the Custmer has existing lcal phne numbers, TekLinks shall prt thse numbers nt the Service. TekLinks cannt guarantee the ability t prt existing numbers. Directry Listing TekLinks shall prcure a listing in lcal phne cmpany directries. Directry Listings may nt be available fr all DIDs. Custmer must purchase Directry Listings thrugh TekLinks n prted numbers; failure t d s will result in custmer directry listings being cancelled (via previus prvider) in printed white pages, 411 directries and nline directry listing services. Calling Service (Inbund/Outbund) TekLinks shall prvide access t calling plans as cntracted by Custmer. Lcal: Service includes lcal calling area calls. TekLinks emulates the LEC s existing lcal calling area. NOTE: TekLinks is nt authrized by the FCC t use this service as a tll bypass mechanism. Dmestic/Cntiguus 48 States Outbund Lng Distance: Rate stated n the Service Qute Agreement; billed in 6-secnd increments; n runding n a per-call basis. Internatinal Lng Distance: Internatinal Lng Distance is available based n current rate tables. Internatinal calling is blcked by default unless specifically authrized by a primary Custmer cntact listed in CnnectWise. Directry Assistance: Directry assistance is available fr calls based n current rate tables. Operatr Assistance: Operatr assisted calls are available based n current rate tables. 911 Service 911 Service is delivered t Custmer lcatin via VOIP 911 Service. Custmer acknwledges that it is their respnsibility t infrm any party using r any party that might use the Service f the difference between traditinal 911 and this service. TekLinks shall nt be respnsible if 911 Service is unavailable due t the TekLinks prvided equipment being tampered with r lsing pwer. Custmer bears full respnsibility fr testing 911 Service after Service installatin and peridically thrughut the duratin f Service and t ntify TekLinks if any issues are nted with 911 Service. Custmer agrees t cperatively test 911 Service and share the results f such testing at the request f TekLinks. If TekLinks requests testing f 911 Service and des nt receive cnfirmatin within ne (1) business week that such testing has been perfrmed, then TekLinks reserves the right t dispatch a technician t perfrm testing f 911 Services and Custmer agrees t be liable fr the cst f such testing. TekLinks reserves the right t disable Service if Custmer des nt cperate with 911 testing. Service s disabled shall nt qualify fr SLA credit nr relieve Custmer f cntractual bligatins f Service. TekLinks shall register all phne numbers at the street address prvided based n the Service address fr each phne number. Page 2 f 14

3 Custmer agrees nt t hld TekLinks liable fr the result f incrrect 911 gegraphic lcatin infrmatin, including but nt limited t lack f emergency respnse, incrrect lcatin infrmatin causing first respnders t be delayed, r any ther issue with 911 emergency respnse. Certain features may nt be cmpatible with 911 Service. TekLinks reserves the right t refuse prvisining r mdificatin f features r service if such prvisining r mdificatin adversely affects 911 Service. TekLinks shall prvide either basic 911 r E911 Service fr each DID based n the serving rate center specificatin fr that DID as specified by the Nrth American Numbering Plan Assciatin (NANPA). With E911 Service, when yu dial 911, the telephne number and registered address is simultaneusly sent t the lcal emergency center assigned t that lcatin, and emergency peratrs have access t the infrmatin they need t send help and call back if necessary. Custmers in lcatins where the emergency center is nt equipped t receive the telephne number and address have basic 911. With basic 911, the lcal emergency peratr answering the call will nt have the call back number r lcatin. TekLinks shall nt prvide this service t areas where basic 911 r E911 Services are nt available. Additinally, TekLinks shall nt be held respnsible fr any inability fr E911 Service peratrs t prperly lcate Custmer due t changes t the calling line ID phne number in the TekLinks Hsted Vice Management Prtal. TekLinks shall deliver a 911 call t the emergency center based n the address f recrd fr the calling DID as recrded in the TekLinks vice management prtal. The call shall be delivered as basic 911 r E911 based n whether the emergency center is able t receive the enhanced infrmatin frm a Vice ver IP system. TekLinks 911 and E911 Services are nt cmpatible with a Custmer mving their phne, tablet, laptp r desktp t a lcatin ther than the service address f recrd where the Service was riginally installed. Fr lcatins with E911 Service, the failure f Ge-cding r address validatin, will nt allw TekLinks t prcess the errr recrds in real time and TekLinks shall use cmmercially reasnable effrts t reslve the recrds in errr. There may be instances that will prevent a data integrity unit analyst frm crrecting errrs, causing delays in prvisining the Custmer s data int the 911 systems. The service is predicated n using primary wire line Public Safety Answering Pint (PSAP) bundaries fr ruting Emergency Calls t the apprpriate PSAP. The primary wire-line bundary infrmatin is cllected and is entered int a database fr real time queries fr PSAP bundary lkup. Custmer acknwledges that primary wire-line PSAP bundary data may nt be available fr the entire United States and that TekLinks is dependent n the PSAPs t prvide such infrmatin resulting in the use f wireless PSAP bundary data t rute an Emergency Call. Fr lcatins with basic 911, the service uses wireless PSAP bundaries when a primary wire-line PSAP bundary is nt available. Therefre, the 24x7x365 PSAP telephne number fr a Subscriber Emergency Call may crrespnd t a PSAP ther than the PSAP that wuld nrmally receive wire line Emergency Calls placed frm the Custmer lcatin. Custmer s physical service address and call back number will nt be presented t the PSAP. In the event caller cannt speak, Custmer acknwledges that n infrmatin will be prvided t the PSAP t cntact the Custmer t btain infrmatin that culd allw them t dispatch emergency services t caller s lcatin. Each PSAP s internal prcesses will dictate hw the call shuld be handled. Custmer acknwledges that it is pssible that the emergency call may nt be able t be delivered t the PSAP due t netwrk and systems issues utside f TekLinks cntrl. In the event caller cannt speak r identify their address, Custmer acknwledges that TekLinks has n further ability t assist the caller and Custmer agrees t indemnify and hld harmless TekLinks frm all third party claims arising frm such circumstances. Caller ID Caller ID is a telephne service that transmits a caller s telephne number t the called party s telephne equipment during the ringing signal befre the call is answered. Where available, the caller ID can als prvide a name assciated with the calling telephne number. Page 3 f 14

4 Call Transfer Users can transfer a call frm ne phne t anther phne. The Call Transfer feature can als be used t transfer t ff-premise phnes. The ff-premise transfer feature can be blcked if preferred by the Custmer. Blind (withut intrductin t recipient) and Cnsultative (with intrductin t recipient) transfers are supprted. 3-Way Cnference Users can cmbine tw existing calls t create a cnference in which the calling user is a participant. 4-t-1 Phne-t-Call Path Cnfiguratin This feature prvides ne call path fr every fur extensins in a Hsted Vice PBX design, virtually preventing instances f busy prts fr utging r incming calls. Barge-in Exempt This feature prevents ther users frm barging in n calls. Basic Call Lgs Fr Basic Call Lgs, a maximum f 20 f the mst recent lgs per call type (placed, received, and missed) are stred fr a user. When the maximum number is reached and a new call lg is added, the ldest lg f the same type is deleted. Call Frwarding Always, Busy, N Answer Users can frward their calls t anther DID always, when busy r when they d nt answer. Call Hld Users can place a call n hld and retrieve the held call. Call Return Users can return the call frm the last party that called. The system stres the number f the last party that called, and when the user dials a recall feature access cde, the system attempts t cnnect the user t that party. Call Waiting Users can answer a call while already engaged in anther call. Last Number Redial The Last Number Redial service allws a user t make a call t the last dialed number withut having t re-enter the number. Premium Hsted Seat This service level includes all the feature functinality f a Basic Hsted Seat in additin t the features listed belw. This service level is intended fr the standard business user. Features Unified Messaging Allws recrding and strage f digitized vice messages by callers when calls are unanswered, which can subsequently be retrieved and heard by the intended recipient. Unified Messaging with Allws vice messages t be frwarded t a specified address as a.wav file. The message waiting indicatr n the phne will nt be activated if Unified Messaging is active. Backup and Recvery Prvides backup f vice mail data at the system level fr the purpse f full system disaster recvery nly. This Service cannt recver individual vice messages. Direct Transfer t Vice Mail Users can transfer a caller directly t a recipient s vice mailbx instead f t the phne extensin. Accunt Cdes Users can assign certain calls t specified accunts fr tracking purpses. Annymus Call Rejectin Users can reject calls frm parties wh have explicitly restricted their identities. Busy Lamp Field A user with an SIP attendant cnsle phne can mnitr the hk status and remte party infrmatin f selected users via the busy lamp fields n the phne. Call Frwarding Selective Users can redirect their incming calls t a specified destinatin based n selective criteria specified by the user. Page 4 f 14

5 Call Ntify Users can receive ntificatins abut selected incming calls based n the specified selective criteria. Call Park Users can park a call against an extensin s that any member f the grup r enterprise can retrieve it. While the call is parked, the user can make and receive ther calls freely and invke ther features withut limitatin. Call Pickup Call Pickup is a multiuser service that allws selected users t answer any ringing line within their call pickup grup. A call pickup grup is defined by the administratr and is a subset f the users in the grup wh can pick up ne anther s calls. Directed Call Pickup The Directed Call Pickup user service enhances the Call Pickup service s that its scpe encmpasses an enterprise as ppsed t being restricted t a grup. Directed Call Pickup with Barge-in Users can pick up (answer) a call directed t anther user in the same custmer grup (r enterprise, if the grup is part f an enterprise), r barge in n the call if the call was already answered. D Nt Disturb Users can set their status t unavailable and they are nt be ntified f incming calls. Executive \ Executive-Assistant Executive and Executive-Assistant are tw interrelated services that tgether deliver the fllwing functinality: A user with the Executive service can define a pl f assistants wh manage their calls. The assistants must be selected amng the users in the same grup r enterprise wh have the Executive-Assistant service assigned. A user with the Executive-Assistant service can answer and initiate calls n behalf f their executives. Bth the executive and their assistants can specify which calls shuld be frwarded t the assistants, hw assistants shuld be alerted abut incming calls, and which f the calls frwarded t the assistants shuld be presented t the executive fr screening. Grup Paging Grup Paging is a virtual user service that allws fr unidirectinal paging t a grup f users by dialing a paging grup phne number r extensin. 6-Way Calling Users can add ther users t a call in prgress. Similar t the Three-Way Calling service, this feature allws a maximum f 6 participants. Pririty Alert Users can have certain incming calls ring n their phne with a different tne, such as, calls frm their manager r spuse r when the call is frm inside the grup. Push t Talk Users can call anther statin, where the system requests that the destinatin statin autmatically answer. This prvides fr intercm-like functinality. The user at the destinatin statin can cntrl which users are allwed t call them in this way. Selective Call Acceptance Users can prgram numbers that will be autmatically accepted. Selective Call Rejectin Users can prgram numbers that will be autmatically rejected. Sequential Ring Users can define a find-me list f phne numbers and URLs that are alerted sequentially upn receiving an incming call that matches a set f criteria. While the service searches fr the user, the calling party is prvided with a greeting fllwed by peridic cmfrt annuncements. The caller can als interrupt the search at any pint t leave a message by pressing a DTMF key. Shared Call Appearance Users can accept calls selectively based n cnfigurable cnditins. Calls that d nt meet the specified cnditins are rejected and prvided a treatment. Simultaneus Ring Persnal Users can have multiple destinatins ring simultaneusly when calls are received n their phne number. The first destinatin t answer the call is cnnected. This service is helpful when a user is nt at their desk and wuld like their cell phne t ring simultaneusly when they receive a call. Page 5 f 14

6 Availability Dependencies The availability f Service is dependent n the existence f a suitable netwrk transprt frm TekLinks t User(s). TekLinks als reserves the right t limit Service availability in the event that necessary Service Cmpnents are either unavailable r unattainable at a reasnable cst t TekLinks. The availability f Service is als dependent n the fllwing: It is the Custmer s respnsibility t ensure that all devices at Custmer Premise are able t cnnect t Equipment and are cnfigured prperly. This includes but is nt limited t Ethernet switches, Ethernet cabling, wrkstatins, servers and perating systems. The availability f this service is dependent n available space, pwer, hardware and available netwrk cnnectivity within a given Custmer lcatin. TekLinks Cnnectivity is required fr cnnectivity fr 11 r mre phnes. Up t 10 phnes may be supprted ver Custmer-prvided cnnectivity. See the Limitatins sectin regarding Custmer- Prvided Cnnectivity. TekLinks UC-One sftware requirements: System requirements n native desktp: Operating system: Mac OS 10.9 Mavericks, Mac OS Ysemite, Mac OS El Capitan, Windws 7, Windws 8/8.1, r Windws 10 (Classical view nly). The installatin ftprint is apprximately 125 megabytes (MB) n OS X and 215 MB n Windws. Fr vice calls, a sund card, speakers, and a micrphne r a headset are required. Fr vide calls, a web cam is required. Minimum system requirements fr respective perating systems need t be fulfilled, with the fllwing additins: A minimum f 2 GB randm access memry (RAM) is required. A minimum 1.5 GHz CPU is recmmended. A dual cre CPU is recmmended fr vide calls at a minimum. Open Graphics Library (OpenGL) 1.5 r higher is recmmended. Fr high definitin (HD) vide, the fllwing is recmmended: HD camera HD reslutin supprt in display Quad Cre x86 r equivalent at a minimum 2 GB RAM TekLinks ability t prvide services is dependent upn Custmer-prvided infrmatin. Service delivery may be delayed if all infrmatin is nt prvided based n timelines set by the Hsted Vice prject manager. A DID number must be sld in cnjunctin with fax messaging. Page 6 f 14

7 Limitatins The fllwing limitatins apply t this Service. Custmer-Prvided Cnnectivity (BYOB) Custmer-prvided cnnectivity will nly be supprted when TekLinks Cnnectivity is used at anther Custmer lcatin. Remte Phnes TekLinks Hsted Vice phne sets have the capability t be cnnected at a lcatin ther than the Custmer main lcatin r designated service lcatin (e.g., an emplyee s persnal residence). Sme features are nt available with remte phnes. Quality f service cannt be guaranteed fr the Remte Phne service ptin. The SLA des nt apply t this scenari. TekLinks will nt dispatch engineering services t a lcatin that is nt the Custmer s main lcatin r a designated service lcatin (e.g., an emplyee s persnal residence). Analg Extensins Analg extensins are cmpatible with mst G3 V.17 (14400 baud) and V.29 (9600 baud) fax machines. Service may nt wrk reliably with SuperG3 V.34 fax mdems. TekLinks will make reasnable effrts t ensure service wrks reliably with Custmer s existing fax machine. Custmer agrees t set their fax machine t a slwer speed if TekLinks feels necessary. TekLinks is nt respnsible fr any integratr csts necessary t make this change. If reliable faxing ver service is deemed unfeasible by either TekLinks r by Custmer, then the Custmer will bear full cst f rdering and maintaining a cpper line dedicated t faxing via TekLinks, if applicable, r the lcal phne cmpany. TekLinks will nt be financially liable fr inability t prvide reliable faxing ver this service. If TekLinks is unable t prvide reliable fax service ver this service, TekLinks agrees t release Custmer frm cntract liability f the ne seat being used t prvide services t this fax machine. Custmer will cntinue t be liable fr remainder f cntracted services in such a situatin. Analg extensins are nt supprted in a BYOB scenari. TekLinks advises against cnnecting any alarm systems t analg extensins. Tll Fraud TekLinks des nt mnitr fr tll fraud. All calls terminated acrss the netwrk will be billed at standard rates. TekLinks will nt be respnsible fr additinal/excessive charges r verages incurred by the custmer due t emplyee abuse, r imprper business practices related t use f telephne services we prvide. Discnnecting Existing Nn-TekLinks Service It is the Custmer s respnsibility t discnnect any service with the lsing/existing service prvider. TekLinks is in n way respnsible fr discnnecting any existing Custmer service. TekLinks UC-One If TekLinks UC-One is used in cnjunctin with a nn-teklinks cnnectin (i.e., bradband, public WiFi, 3G r LTE), quality f service cannt be guaranteed. There are knwn issues with Verizn wireless data and TekLinks UC-One. In certain lcatins, Verizn wireless users may experience ne-way audi when placing calls ver 3G r LTE using TekLinks UC- One. Wrkarund: In these situatins the user will have the ptin t place a call using BradWrks Anywhere (call thrugh methd) r direct dial thrugh their mbile phne using TekLinks UC-One. Page 7 f 14

8 Desktp Sharing is nly available n desktp clients, nt n tablets r mbile devices. TekLinks recmmends n mre than 8 vide participants per MyRm cnference fr ptimum perfrmance. TekLinks recmmends n mre than 20 audi participants per MyRm cnference fr ptimum perfrmance. TekLinks UC-One is nt supprted within a Citrix envirnment. Vic Vic length is limited t 2 minutes. Hsted Vice mailbx limit is 10 minutes f audi. Vic s will nly be stred fr 15 days and will then be deleted. Fr Custmers using Unified Messaging, messages will be deleted frm the vice mailbx when sent t the user s . Fr Custmers using Unified Messaging, the phne s message waiting indicatr will nt be enabled. Due t the high risk f fraud, TekLinks will nt enable vice prtal calling fr Hsted Vice users. Fax Messaging Fax Messaging is an incming nly feature that must be sld in cnjunctin with a Premium Hsted Seat and ne additinal DID number per Fax Messaging seat. Limitatins may apply t message size and vlume. Faxes are delivered as TIFF files nly. Authenticatin Plicies VM Prtal Authenticatin Plicies The fllwing authenticatin plicies apply: Failed Sign-in attempts = 5 Lckut Duratin = Requires Admin reset Minimum Credential Length = 6 Stred Number f Previus Credentials = 1 Nn-Trivial Pins A nn-trivial phne PIN has the fllwing attributes: Cannt be ld passcde reversed. The PIN cannt match the numeric representatin f the first r last name f the user. The PIN cannt cntain the primary extensin r alternate extensins f the user. The PIN cannt cntain the reverse f the primary extensin r alternate extensins f the user. The PIN cannt cntain grups f repeated digits, such as r The PIN cannt cntain nly tw different digits, such as A digit cannt be used mre than tw times cnsecutively (e.g., ). The PIN cannt be an ascending r descending grup f digits (e.g., r ). Page 8 f 14

9 The PIN cannt cntain a grup f numbers that are dialed in a straight line n the keypad when the grup f digits equals the minimum credential length that is allwed (e.g., if 3 digits is allwed, the user culd nt use 123, 456, r 789 as a PIN). Web Prtal Authenticatin Plicies The fllwing authenticatin plicies apply: Failed Sign-in attempts = 5 Lckut Duratin = Requires Admin reset Minimum Credential Length = 8 Stred Number f Previus Credentials = 1 Cannt cntain lgin ID Cannt be reverse f ld passwrd Must cntain at least 1 number Must cntain at least 1 Uppercase Must cntain at least 1 Lwercase Must cntain at least 1 nn-alphanumeric Expires after 90 days Service Optins The fllwing ptins may be added t the Hsted Vice Services. Descriptin f Service ptins in n way entitles Custmer t the feature, unless specified by TekLinks and Custmer in the signed Qute r signed evaluatin f a Service Change request. A Separate SLA r Statement f Wrk may apply t such ptins and may have additinal csts assciated with them. Optins belw may nt be cmpatible with all variants f Hsted Vice Service. CC-One Cntact Center CC-ONE Cntact Center, pwered by BradSft, prvides sales and service cntact centers f any size the ability t ptimize their perfrmance with dynamic, predictive analytics. By leveraging the data in multiple cntact center systems and applying predictive analytics, CC-ONE dynamically predicts each custmer s needs and matches the custmer with the best agent t handle that need, imprving perfrmance, sales, and the custmer experience. CC-One includes a Supervisr agent t prvide real-time visibility int the call center envirnment. Supervisrs can view summary r detailed infrmatin n calls, agents, teams, and sites. CC-ONE can be integrated with TekLinks Hsted Vice Service r Custmers can purchase the Service separately. TekLinks UC-One TekLinks UC-One prvides a bundle f Unified Cmmunicatins features that can be added t Premium Hsted Vice seats. Vice and Vide Calling Vice and Vide calling frm yur desktp, mbile r tablet. Instant Messaging & Presence Send direct and grup instant messages and knw a cntact s status thrugh presence. Page 9 f 14

10 Desktp Sharing Share yur desktp with anther user. My Rm Audi & Vide Cmbine all the UC services int ne "My Rm" instance, allwing fr multiparty chat, vice and vide cnferencing, as well as Desktp sharing. Fax Messaging The Fax Messaging service allws users t retrieve fax messages frm their vice mailbxes and/r accunts. Fax messages delivered t are cnverted t TIFF frmat nly and attached t the . The service is an add-n t the Vice Messaging service included with a Premium Hsted Seat. Limitatins may apply t message size and vlume. Dmestic 800 Service Dmestic 800 services will be billed mnthly at usage rates described in the Services Qute Agreement. Cpper Line Service TekLinks prvides a resld AT&T 1FB service fr use with alarm systems, mdems, credit card and high-traffic fax machines. This service is currently nly available within AT&T markets in Alabama and Mississippi. TekLinks des nt have the ability t prt existing DID service t cpper lines. Cnfiguratin, Staging and Shipment TekLinks ffers Cnfiguratin, staging and shipping f Custmer Equipment used t terminate Service. Cnfiguratin includes cnfiguratin f Equipment t supprt TekLinks Service. TekLinks reserves the right t bill Custmer at current hurly rates fr cnfiguratin requests that are nt required t prvide Service utlined herein. Shipping f equipment includes standard grund shipping. TekLinks reserves the right t bill Custmer if any alternative shipping methd is requested by Custmer. Hunt Grup The Hunt Grup service allws incming calls t a central phne number t be distributed amng the members f that grup accrding t a hunting plicy. The Hunt Grup service allws fr the prcessing f a high vlume f calls t a single phne number by distributing the incming calls t multiple users accrding t a selected Hunting plicy. Based n the chsen plicy, an incming call hunts fr an idle user in the grup t terminate the call t that user. Hunting Plicies When a hunt grup is created, the users are prvisined n an rdered list. The hunting prcess essentially determines hw t prcess that list t find an idle user where the call can be terminated. TekLinks supprts the fllwing Hunting plicies: Regular (linear) The incming calls t the grup start hunting n the first user n the list and hunt all the prvisined users sequentially, until an idle user is fund r the end f the list is reached. Circular The incming calls t the grup start hunting with the user fllwing the last user t receive a call. When the end f the list is reached, the hunting circles back t the first user n the list. The hunting ends when an idle user is fund r all the users have been visited. Unifrm The incming calls t the grup are presented with the user wh has been idle fr the lngest time. Simultaneus The incming calls alert all idle users in the grup. The call is cnnected t the first user t answer the call. Page 10 f 14

11 Weighted The incming calls alert agents in a pseud-randm fashin accrding t their relative weight. Agents with a higher weight are assigned mre incming calls than agents with lwer weights. A hunt grup can redirect calls t the next agent if nt answered in a specific number f rings by the previus agent, r frward calls t a specified number if nt answered within a specific number f secnds. Hwever, if all agents are fund t be unreachable befre the frwarding timer expires, then the call is prvided with busy treatment. In all cases, if all users in the hunt grup are busy, the incming call is prvided with the busy prcessing that applies t the hunt grup. This feature prvides the capability t enable Call Waiting fr hunt grup agents. Analg Extensin TekLinks ffers an ptin fr an Analg Extensin, an analg prt prvided thrugh an analg adaptr t be used by fax machines r ther analg devices. Analg extensin can als be used t cnnect t an external paging system. TekLinks makes n guarantees r prvisins fr the Custmer s external paging system. Receptinist Cnsle TekLinks Receptinist is a carrier-class SaaS hsted n the Hsted Vice platfrm, and allws yu t manage calls frm a web brwser. The client is designed t supprt the needs f frnt-ffice persnnel in any envirnment. It supprts the full set f call cntrl ptins, large-scale line mnitring, queuing, multiple directry ptins, and views, and ther features required in large r distributed rganizatins. Aut Attendant The Aut Attendant serves as an autmated receptinist that answers the phne and prvides a persnalized message t callers with ptins fr cnnecting t the peratr, dialing by name r extensin, leaving a message, listening t an annuncement, r cnnecting t cnfigurable destinatins (fr example, 1 = Marketing, 2 = Sales, and s n). Aut Attendant is ffered in tw editins allwing businesses t chse the slutin that best suits their needs: Aut Attendant Basic Basic service prvides supprt fr direct transfer t vice mail and listening t custm annuncements, in additin t the autmated receptinist capabilities described earlier. Aut Attendant Premium Premium service prvides supprt fr submenus and hliday schedules in additin t the capabilities f the Aut Attendant Basic service. Internatinal Dialing By default Internatinal Dialing is blcked. Custmers may authrize TekLinks t allw internatinal dialing n a per-lcatin basis. Custmers can sign an Internatinal Dialing disclaimer t authrize at the pint f sale r an authrized Custmer cntact can submit a service ticket t enable internatinal dialing. Internatinal rates apply. Additinal Phne Number In the event that Custmer requires mre phne numbers than extensins, phne number(s) may be added fr additinal mnthly cst. Music n Hld The TekLinks Music n Hld feature allws any.wav file t be played thrughut the rganizatin when a call is placed n hld. Standard cpyright laws apply fr any music used with this feature. The file can be all music r any cmbinatin f music and script. Multiple files can be created and stred fr uplading t the system. When a.wav file is upladed it becmes immediately available t calls placed n hld. The TekLinks Music n Hld system is fully integrated requiring n additinal equipment. Page 11 f 14

12 Custmer-Prvided Cnnectivity (BYOB) TekLinks will supprt a maximum f ten hsted seats in a Custmer-prvided cnnectivity scenari. The TekLinks Master Service Level Agreement des nt apply t this scenari as service is being delivered ver a cnnectin nt prvided by TekLinks. Custmer-prvided cnnectivity will nly be supprted when TekLinks Cnnectivity is used at anther Custmer lcatin. ACD Basic ACD Basic is a virtual queueing service that allws custmer agents t receive incming calls frm a central phne number. Incming calls t the Basic Queue are presented t agents accrding t traditinal ACD plicies such as the fllwing: Circular Incming calls hunt thrugh agents in the rder they appear n the list, starting with the agent fllwing the agent t receive a call. When the search reaches the end f the list, it lps back t the tp and cntinues until it has tried all users. Regular Incming calls hunt thrugh agents in the rder they appear n the list, starting frm the tp each time. Simultaneus Incming calls alert all agents at the same time. The first agent t answer handles the call. Unifrm Incming calls hunt thrugh all agents in rder, starting with the agent wh has been idle the lngest and ending with the agent wh mst recently answered a call. Weighted Call Distributin Incming calls are assigned t idle agents based n percentages yu assign n the Call Center's Prfile Weighted Call Distributin page. Agents will have the ability t jin and leave the queue with a LgIn/LgOut key n the phne. This service ptin is a lw-cst queuing alternative t a full blwn call center, and as such, it des nt ffer key call center functinalities such as Advanced Reprting, Supervisr Mnitring, Outbund Lead Dialing r Agent Cdes. This service des prvide limited reprting. Service Delivery Requirements General It is the Custmer s respnsibility t ensure that all devices at Custmer Premise are able t cnnect t Equipment and are cnfigured prperly. This includes but is nt limited t Ethernet switches, Ethernet cabling, wrkstatins, servers and perating systems. TekLinks ability t prvide services is dependent upn Custmer-prvided infrmatin. Service delivery may be delayed if all infrmatin is nt prvided based n timelines set by the Hsted Vice prject manager. Installatin If additinal cnfiguratin wrk is required due t limitatins f the Custmer netwrk, TekLinks reserves the right t bill Custmer at currently hurly rates fr additinal cnfiguratin time. TekLinks is nt respnsible fr, and will nt be bligated t prvide, any supprt r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, repair, r integratin f custmer equipment, sftware, r netwrk applicatin int the Custmer s internal netwrk. Page 12 f 14

13 Upn receipt f the signed Qute, TekLinks will prvisin the Hsted Vice Service as fllws: A Prject Manager will be assigned t every Hsted Vice Service installatin. The Prject Manager will cntact the client nce the rder is received and assign all apprpriate TekLinks persnnel. TekLinks will rder all required hardware based n review f qute fr service. If numbers are prting, a Letter f Authrizatin (LOA) t pull a Custmer Service Recrd (CSR) will be cmpleted by a Slutins Engineer. The LOA t pull CSR will list all assciated Billing Telephne Numbers (BTNs) and assciated service addresses. A crrespnding phne bill that assciates t all Service Addresses and/r BTNs is required. The LOA t pull CSR will be signed by the Custmer and Slutins Engineer n behalf f TekLinks. The Prvisining Department will submit the LOA t pull a CSR t the lsing service prvider. The Prject Manager will review the CSR prvided by the lsing service prvider and cmpile a list f all telephne numbers assciated with each BTN and create an LOA t prt. The LOA t prt will allw TekLinks t prt/mve existing service. A separate LOA will be prvided fr tll free service versus DID service. Nte abut Prting Times: TekLinks will request prting dates and times frm the lsing service prvider between 8:00 AM t 4:30 PM Mnday thrugh Friday Central Standard Time. We highly recmmend nt prting n a Friday because staffing levels fr the carrier will be much less available after hurs and n weekends. The Prject Manager will the LOA t prt t the client fr review and signature. The Prvisining Department will submit the signed LOA alng with a prt request t ur Carrier requesting a Firm Order Cmmitment (FOC) frm the lsing service prvider. If new DIDs r tll free numbers have been rdered, the Prvisining Department will request the numbers frm ur carrier. Once the assigned numbers are received, the Prvisining Department will send a list f new numbers t the Custmer. TekLinks will cntact Custmer t schedule a site visit t perfrm a site survey, which will determine physical and prvisining requirements. The Prject Manager will cntact the Custmer t schedule the prt time nce the Prvisining Department has btained an FOC date frm ur Carrier. Prt rders are scheduled between 8:00 AM 3:00 PM CST Mnday thrugh Friday n the FOC date. The Prject Manager will crdinate with all parties invlved by sending ut a cnfirmatin t the Custmer, Engineers, Prvisining and Field Engineering (if ne is assigned t Custmer). A cnference call will be scheduled fr all invlved parties during the prt when deemed necessary. On the scheduled prt date the Engineer and Prvisining will install the Hsted Vice Service. The Custmer-apprved cnfiguratin will nt be changed until thirty business days after the installatin. At that time the Custmer may submit a punch list f any and all changes they wuld like made t the Hsted Vice Service. Once all assciated telephne numbers have been added/prted and tested, Prvisining will change the implementatin ticket t a status f Prvisining Cmplete. Once the Implementatin ticket is changed t Prvisining Cmplete status, Engineering will make all apprpriate changes and change the status t Service Review. Once the ticket is set t Service Review status, the Prject Manager will send a welcme t Custmer detailing the cmpletin f services prvided by TekLinks alng with instructins n hw t cntact supprt. TekLinks reserves the right t bill Custmer at current market rates fr any cabling required t supprt service. TekLinks reserves the right t use utside cabling cntractrs t perfrm cabling wrk. Page 13 f 14

14 TekLinks ffers cnfiguratin, staging and shipping f equipment used t terminate Service. Cnfiguratin nly includes cnfiguratin f equipment t supprt TekLinks Service. TekLinks reserves the right t bill custmer at current hurly rates fr cnfiguratin requests that are nt required t prvide the Service utlined herein. Shipping f equipment includes standard grund shipping. TekLinks reserves the right t bill custmer if any alternative shipping methd is requested by Custmer. If additinal cnfiguratin wrk is required due t limitatins f the Custmer netwrk then TekLinks reserves the right t bill custmer at current hurly rates fr additinal cnfiguratin time. TekLinks is NOT respnsible fr and shall nt be bligated t prvide any supprt f r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, r repair f such custmer equipment r integratin f such custmer equipment int Custmer s internal netwrk. TekLinks is NOT respnsible fr and will nt be bligated t prvide any supprt f r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, r repair f any sftware r netwrk applicatin r integratin f such sftware r hardware applicatin int the Custmer netwrk. Mves, Adds, Changes Mves, adds and changes will be wrked in the rder in which they are received. TekLinks will attempt t cmplete mves, adds and changes within seven business days frm the submissin f the ticket, nt including time that may be required t rder and receive equipment. All custmers will have a grace perid f 30 days after the installatin f billable service t request mve, add r change wrk at n charge t the end user. After this time perid all mve, add r change wrk requested by the Custmer will be billable at standard rates. Discnnectin f TekLinks Hsted Vice Service TekLinks has a 30-day discnnect plicy fr the discnnectin f TekLinks Hsted Vice service. A ticket must be generated t request a discnnectin f service. If the custmer is ut f any term agreements fr said service, TekLinks will stp billing fr all recurring mnthly nn-haas Service 30 days after receipt f the discnnect ticket. All HaaS equipment will be discnnected and billing stpped when it is returned t a designated TekLinks ffice n r after the 30-day discnnect ntice. A $10.00 per DID number de-prvisining fee will be assessed n the Custmer s last invice fr all DID numbers that are discnnected and/r prted ut t anther prvider. Page 14 f 14