Service Description: Advanced Services Fixed Price: Cisco UCCE Branch and Mobile Advise and Implement Services (ASF-CX-G-REBMPB-CE)

Transcription

1 Page 1 f 1 Service Descriptin: Advanced Services Fixed Price: Cisc UCCE Branch and Mbile Advise and Implement Services (ASF-CX-G-REBMPB-CE) This dcument describes Advanced Services Fixed Price: Cisc UCCE Branch and Mbile Advise and Implement Services. Related Dcuments: This dcument shuld be read in cnjunctin with the fllwing dcuments als psted at : (1) Glssary f Terms; (2) List f Services Nt Cvered. All capitalized terms in this descriptin have the meaning ascribed t them in the Glssary f Terms. Direct Sale frm Cisc. If yu have purchased these Services directly frm Cisc fr yur wn internal use, this dcument is incrprated int yur Master Services Agreement, Advanced Services Agreement, r ther services agreement cvering the purchase f Advanced Servicesbased services with Cisc ("Master Agreement") If n such Master Agreement exists, then this Service Descriptin will be gverned by the terms and cnditins set frth in the Terms & Cnditins Agreement psted at nditins.html. If yu have purchased these Services directly frm Cisc fr resale purpses, this dcument is incrprated int yur System Integratr Agreement r ther services agreement cvering the resale f Advanced Services ( Master Resale Agreement ). If the Master Resale Agreement des nt cntain the terms fr the Purchase and Resale f Cisc Advanced Services r equivalent terms and cnditins, then this Service Descriptin will be gverned by the terms and cnditins f the Master Resale Agreement and thse terms and cnditins set frth in the SOW Resale Terms & Cnditins Agreement psted at: nditins.html. Fr purpses f the SOW Resale Terms and Cnditins this Service Descriptin shall be deemed as a Statement f Wrk ( SOW ). In the event f a cnflict between this Service Descriptin and the Master Agreement r equivalent services exhibit r agreement, this Service Descriptin shall gvern. Sale via Cisc Authrized Reseller. If yu have purchased these Services thrugh a Cisc Authrized Reseller, this dcument is fr descriptin purpses nly; is nt a cntract between yu and Cisc. The cntract, if any, gverning the prvisin f this Service will be the ne between yu and yur Cisc Authrized Reseller. Yur Cisc Authrized Reseller shuld prvide this dcument t yu, r yu can btain a cpy f this and ther Cisc service descriptins at Cisc UCCE Branch and Mbile Advise and Implement Services Service Summary Cisc UCCE Branch and Mbile Advise and Implement Services. Remte Expert Branch Pd(s) are a single set f branch endpint equipment required t enable each end user t cmmunicatin with the Remte Expert(s). The prject is based n the fllwing Remte Expert slutin: Remte Expert Branch and Mbile: One (1) Data Center Ten (10) RE Mbile Agents Ten (10) RE Branch Pds Fur (4) RE Branch Experts lcated in ne (1) Cntact Center lcatin One (1) Single Theater Ten (10) Branch Lcatins One (1) gegraphic lcatin where all branches are lcatin(s) within a Fifty (50) mile radius One (1) Language-English Sample applicatins fr Custmer Applicatin Develpers Integratin with Custmer s existing Cisc Unified Cmmunicatins (CUCM) 10.5 r later, Unified Cntact Center Enterprise (UCCE) infrastructure with agent premium licenses 10.5 r later, CUBE n Cisc IOS versin 15.1(2)T r later, Cisc MediaSense10.5 r later, Custmer Vice Prtal (CVP) 10.5 r later, Cisc Unified Intelligence Center (CUIC) 10.5 r later and related UCS servers. Capabilities fr RE: Vice/Vide, Expert Assist, Vide in Queue, Vide n Hld, Transfer Agent, Multi-Party Cnferencing, Basic Reprting (via CUIC), and Call Recrding (via MediaSense). Custmer shall prvide any Prduct r third party prduct fr use in the Service. Services Prject Management High Level Design Develpment Lw Level Design Develpment Slutin Acceptance Test Plan Develpment Slutin Deplyment Slutin Acceptance Testing Knwledge Transfers Slutin Deplyment Cntrlled Dc. #EDM Ver: 2.0Last Mdified:8/16/2016 5:40:10 PM

2 Page 2 f 1 Pst Deplyment Supprt Deliverables Prject Management Plan High Level Design Specificatin Lw Level Design Specificatins Slutin Acceptance Test Plan Lcatin f Services Services are delivered remtely and nsite (where applicable) t Custmer as defined in this Service Descriptin. Prject Management Prvide Custmer with a list f designated Cisc persnnel rles and respnsibilities under this Service. Prvide a Prject Management Plan ( PMP ). PMP is a baseline dcument frm which the Cisc Prject Manager (PM) can manage deliverables, assess prgress, and manage change management issues and any n-ging questins. Wrk with Custmer t identify and dcument dependencies, risks and issues assciated with the successful cmpletin f the prject. Prvide a Prject Schedule highlighting deliverables, crrespnding milestnes, planned prject events, resurce(s) and timescales. Participate in scheduled prject review meetings r cnference calls, if required. Prvide Custmer with the identity f persnnel requiring access t Custmer premises, at least ten (10) Business Days prir t the scheduled date such persnnel requires access. Deliver a weekly prject status reprt t the Custmer. Prvide a handver; fllw n actins, lessns learned, and exceptin reprts (if necessary) upn prject cmpletin. Prvide the Cisc PM with a list f designated Custmer persnnel participating under this Service. Ensure that key Custmer persnnel (such as architecture design and planning, netwrk engineering, netwrk peratins persnnel) are available t prvide infrmatin and t participate in review sessins, wrkshps and ther infrmatin gathering activities. The Custmer PM will als ensure that Cisc is prvided with all infrmatin, data and dcumentatin, as Cisc reasnably required t prvide Services and cmply with Cisc s respnsibilities in this Service. This infrmatin includes, but is nt limited t: (i) infrmatin relating t Custmer s netwrk, design, business and ther applicable requirements; (ii) functinal and/r technical dcumentatin relating t such requirements; and (iii) tplgy maps, cnfiguratin infrmatin and existing and prpsed netwrk infrastructure. Identify primary and backup Custmer authrized site cntacts that shall prvide necessary infrmatin, btain access clearances and crdinate with ther rganizatins/third parties with respect t Services at that site. Participate in scheduled prject review meetings r cnference calls, if required. Crdinate with any external third parties, such as in cuntry Carrier/Telc activities, deliverables and schedules. Ensure that Cisc s request fr infrmatin r dcumentatin needed fr the prject is prvided within five (5) Business Days f Cisc s request, unless the parties agree in writing t anther time perid fr respnse. High Level Design Develpment Obtain frm the Custmer any up t date custmer strategy, radmaps and planned designs, netwrk tplgies, physical and lgical schematics including netwrk, vice, cnfiguratins, functinal requirements, ruting and strage requirements and architectural guidance, future changes t the netwrk r design (if existing) requirements fr review prir t the High Level Design meetings(s) and/r interview(s). Cnduct nsite (if applicable) High Level Design meetings(s) and/r interview(s) t gather and dcument the Custmer s business and technical high level design requirements. Create the High Level Design Specificatin by incrprating the infrmatin gathered frm the High Level Design sessins and/r interviews that may include the fllwing: Remte Expert Branch: Call flws, ttal cncurrent call capacity, Custmer/agent devices and agent desktps, and number f branches. Remte Expert Mbile: Call flws, ttal cncurrent call capacity, intended brwsers r mbile devices, agent devices and agent desktps. Review remtely the High Level Design Specificatin with Custmer. Designate representative Custmer emplyees frm all lines f business including telephny, supprt, netwrk architects, peratinal staff and management representatives t attend the interviews and wrkshp(s). Cntrlled Dc. #EDM Ver: 2.0Last Mdified:8/16/2016 5:40:10 PM

3 Page 3 f 1 Submit t Cisc any current business and technical requirements dcuments such as strategy, radmaps, netwrk tplgy diagrams, functinal specificatins, integratins, and planned designs within five (5) Business Days f starting the High Level Design sessins and interviews. Develp graphics design and graphical elements fr tuch interface in Remte Expert Branch Pds t Cisc-prvided specificatins. Schedule key Custmer stakehlders and prject spnsrs t attend the remtely review f the High Level Design Meeting. Review remtely and apprve the High Level Design Specificatin. Lw Level Design Develpment Gather and review the infrmatin frm the Custmer remtely which may include the fllwing: existing Custmer High Level and/r High Level Designs, netwrk tplgies, third party prducts, cnfiguratins, functinal requirements and any ther infrmatin requested. Cnduct nsite (if applicable) meetings(s) and/r interview(s) t gather in-depth cntent required fr the Lw Level Design Specificatin. Create the Lw Level Design Specificatin dcumenting the detail infrmatin gathered during Custmer meetings(s) and/r interview(s) and frm additinal cntent prvided by Custmer. The Lw Level Design Specificatin may include ne r mre f the fllwing: Remte Expert Branch capabilities: Call flws, ttal cncurrent call capacity, Custmer/agent devices and agent desktps, and number f branches. Remte Expert Mbile Call flws, ttal cncurrent call capacity, Expert Assist, intended brwsers r mbile devices, agent devices and agent desktps. Review remtely the Lw Level Design Specificatin with the Custmer. Identify and schedule key knwledgeable cntacts wh shall be available fr attending Lw Level Design nsite meetings(s) and/r interview(s). Submit t Cisc business and additinal technical dcumentatin as requested frm Cisc within five (5) Business Days f starting the Lw Level Design prject including any additinal dcumentatin that may assist in the Lw Level Design Specificatin: Remte Expert Branch capabilities: Call flws, ttal cncurrent call capacity, Custmer/agent devices and agent desktps, and number f branches. Remte Expert Mbile Call flws, ttal cncurrent call capacity, Expert Assist, intended brwsers r mbile devices, agent devices and agent desktps. Prvide dcumentatin fr netwrk tplgy, including access, distributin, and cre layers, types f switches and ruters in each layer, IP addressing and sub-netting fr each layer, and features/services that have been enabled n the Netwrk. Schedule key Custmer stakehlders and prject spnsrs t attend the Cisc lead Lw Level Design Specificatin meeting(s) and interview(s). Prvide dcumentatin created during a Medianet Readiness Assessment (MRA) that has been cmpleted n Custmer s netwrk within the last 2 years. Review remtely and apprve the Lw Level Design Specificatin with Cisc. Slutin Acceptance Test Plan Develpment Designate persnnel respnsible fr assisting in the develpment and apprval f the Slutin Acceptance Test Plan. Wrk with the Custmer in develpment f the Slutin Test Plan Develpment. Review the Custmer s User Acceptance Test plans. Identify the facilities and infrastructure requirements fr testing. Review remtely the Slutin Acceptance Test Plan with the Custmer. Designate persnnel respnsible fr assisting in the develpment and apprval f the Slutin Acceptance Test Plan. Prvide Cisc with the test plan and intercnnect prcess required by any 3rd parties including but nt limited t in cuntry Carrier/Telc, at least five (5) Business Days prir t Slutin Test Plan Develpment cmpletin. Prvide input necessary fr Cisc t develp the criteria t be used in the Slutin Acceptance Test Plan. Develp and dcument User Acceptance Test plan. Identify the facilities and infrastructure requirements fr testing based n the Slutin Acceptance Test Plan. Review remtely and apprve the Slutin Acceptance Test Plan with Cisc. Slutin Deplyment Cntrlled Dc. #EDM Ver: 2.0Last Mdified:8/16/2016 5:40:10 PM

4 Page 4 f 1 Prvide pwer and space requirements fr the Custmer s data center as per the apprved Lw Level Design Specificatin. Cnfirm the Custmer has installed Cisc-apprved hardware and sftware. Install and cnfigure the Hardware and Sftware defined in the Lw Level Design Specificatin at the Custmer s data center and designated branch lcatin(s). Install and cnfigure Remte Expert Branch and Mbile slutin as defined in the Lw Level Design Specificatin at the Custmer s data center lcatin, including: Remte Expert Branch and Mbile sftware, additinal Remte Expert Manager (REM), Interactive Experience Manager (IEM), UCCE/CUCM/Vide Integratin, Remte Expert (Mbile) Media Brker sftware, Remte Expert Assist (Mbile), Cisc Finesse Agent Desktps, and call flws and scripting in accrdance with the Lw Level Design Specificatin. Verify cnnectivity t the Custmer s data center fr Cisc Unified Cmmunicatins Manager (CUCM), Unified Cntact Center Enterprise, CUBE n Cisc IOS, Interactive Experience Manager (IEM), Remte Expert Manager (REM), Cisc Finesse Agent Desktps and Cisc MediaSense fr recrding. Prvide Custmer with infrmatin n hw t cnfigure and prvisin the RE Mbile Agent Finesse Desktp(s) and vide endpints. Inventry, stage, package and ship the five (5) Branch Pds equipment (a single set f branch endpint equipment required t enable each end user t cmmunicatin with the expert(s) t the branch lcatins(s) as defined in the prject plan and Lw Level Design Specificatin. Install and/r cnfigure the fllwing Remte Expert Pd(s) at designated Custmer s branch lcatin(s) defined in the Prject Plan and Lw Level Design Specificatin: Install Vide Endpint equipment as defined in the Lw Level Design Specificatin. Install and cnfigure IEC fr each Pd, including cnnecting and calibrating the tuch-screen and integrating additinal peripherals (which may include a printer, dcument camera, wet-pen, r ther supprted peripherals). Implement custmer-prvided graphical cntent int default branch applicatin, including tuchscreen images/graphics, lgs, vide cntent and backgrunds. Mutually agree with Custmer n prductin deplyment schedule. Obtain frm the Custmer a list f data center and branch persnnel respnsible fr supprting the prductin deplyment f the Remte Expert Slutin. Cnfirm maintenance windws and supprt persnnel availability with the Custmer. Perfrm the prductin deplyment as defined in the prject plan. Manage delivery/lgistics fr any third party prduct identified fr the slutin. Set up vide endpints n the RE Mbile Agent Desktp and dispse f unwanted equipment packaging. Prvisin the RE Mbile Agent sftware and ensure cnnectivity t the RE Mbile Agent Finesse Desktp(s) and desktp brwser functining as defined by Cisc Mbile Agent Desktp instructins. Dispse f unwanted equipment packaging. Ensure crrect physical cables are accessible t the cabinet, assume respnsibility fr the installatin, labeling and testing f all cabling that Custmer supplies. Ensure the required bandwidth is available between the data center and branches as prvided by Cisc in the High Level and Lw Level Design Specificatins. Make any crrectins t Custmer prvided and/r installed equipment as required. Prvide the required physical access and remte access t the data center t Cisc Persnnel t d the installatin. Prvide vice telephne line and number (near the Cisc prduct) fr the installer t use if needed. Trublesht any cnnectivity issue between the data center and the branches Prvide Cisc a list f persnnel frm the data center and branch lcatins respnsible fr supprting the prductin deplyment. Mutually agree with Cisc n a prductin deplyment schedule. Schedule the maintenance windws and supprt persnnel availability fr the prductin deplyment. Slutin Acceptance Testing Identify Cisc resurces respnsible fr perfrming slutin acceptance testing. Perfrm testing based n the agreed upn Slutin Acceptance Test Plan. If the results f the slutin acceptance testing fail t meet the results, Cisc shall cmpile an actin plan utlining any agreed deficiencies and a time frame within the verall Service cmpletin timeline fr reslutin and a retesting schedule. Cisc will cnduct tests accrding t the mutually agreed upn actin plan defining reslutin f deficiencies and netwrk re-testing prcedures. Prvide the Slutin Acceptance Testing Results t the Custmer fr review and apprval. Cntrlled Dc. #EDM Ver: 2.0Last Mdified:8/16/2016 5:40:10 PM

5 Page 5 f 1 Designate key resurces t participate in the slutin acceptance testing. Prepare the testing site and manage all slutin related changes during testing and results driven re-testing perids. Review and apprve the Slutin Acceptance Testing Results. Knwledge Transfer Schedule and cnduct remte, ne (1) sessin up t fur (4) hurs knwledge transfer fr designated system administratrs. Schedule and cnduct remte, n e (1) sessin up t fur (4) hurs f the Remte Expert Branch and Mbile slutin fr designated Remte Experts (i.e. cntact center agents). Schedule and cnduct remte, ne (1) sessin up t fur (4) hurs Remte Expert Branch and Mbile applicatin develpment knwledge transfer fr designated Custmer applicatin develpers. Prvide Remte Expert Branch cntent t the Custmer t develp dcumentatin and VODs n regarding the Remte Expert pd fr branch/stre persnnel. Schedule system administratin persnnel respnsible fr supprting the Remte Expert Branch and Mbile slutin t attend ne (1) sessin up t fur (4) hurs knwledge transfer. Schedule Remte Expert Agents (cntact center) respnsible fr supprting the Remte Expert Branch and Mbile slutin t attend ne (1) sessin up t fur (4) hurs Remte Expert Agent knwledge transfer. Schedule applicatin develpers respnsible fr develping and supprting the Remte Expert Mbile applicatin develpment t attend ne (1) sessin up t fur (4) hurs applicatin develpment verview knwledge transfer. Develp Remte Expert Branch dcumentatin and VODs regarding Remte Expert pd(s) use fr branch/stre persnnel. Pst Deplyment Supprt Prvide remte service supprt slely related t this prject deplyment. Review with Custmer the Pst Deplyment Supprt hurs, and infrmatin n reprt related issues pertaining t the cnfiguratin, scripts and administrative aspect f Cisc devices. Assist Custmer with specific issues arising frm wrk perfrmed based n the perid f time defined under this scpe f wrk. Cisc will prvide will prvide, during Cisc nrmal business hurs, a daily service reprt indicating new, pen, and clsed issues with actins taken, wnership and level f criticality f each issue fr the define perid f time defined related t this prject. Prvide guidance and supprt related t the respnsibilities stated abve fr up t frty (40) hurs Pst Deplyment Supprt cmmencing with the first day the system cutver t a prductin envirnment. Designate key persnnel as resurces fr the Pst- System Pst Deplyment Supprt. Review the respnsibilities stated abve up t frty (40) hurs Pst Deplyment Supprt activities with the Cisc Prject Manager. Determine if the issue is related t the scpe f this prject prir t cntacting the Cisc Services Engineer and if applicable, wrk with the assigned Cisc Services engineer t reslve the pen issue. General All infrmatin (such as but nt limited t: designs, tplgies, requirements) prvided by Custmer is assumed t be up-t-date and valid fr the Custmer s current envirnment. Cisc Services are based upn infrmatin prvided t Cisc by Custmer at the time f the Services. Custmer acknwledges that the cmpletin f Services is dependent upn Custmer meeting its respnsibilities as indicated herein. Identify Custmer s persnnel and define their rles in the participatin f the Services. Such persnnel may include but is nt limited t: architecture design and planning engineers, and netwrk engineers. Ensure Custmer s persnnel are available t participate during the entire curse f the Services t prvide infrmatin and t participate in scheduled infrmatin gathering sessins, interviews, meetings and cnference calls. Custmer expressly understands and agrees that the Services shall take place and cmplete within ne hundred-twenty (120) calendar days frm issuing a Purchase Order t Cisc fr the Services herein. Delays caused by Custmer may require change requests and additinal csts. Cntrlled Dc. #EDM Ver: 2.0Last Mdified:8/16/2016 5:40:10 PM

6 Page 6 f 1 Custmer retains verall respnsibility fr all business prcess impact and all prcess change implementatins. Custmer must have installed and functining the required versins: cnfigure cnnectivity t the Custmer s data center fr Cisc Unified Cmmunicatins Manager (CUCM), Unified Cntact Center Enterprise (UCCE), CUBE n Cisc IOS, Cisc Finesse Agent Desktps and Cisc MediaSense. Custmer is respnsible fr integratin t directry services r designing/implementing mdificatins t infrastructure fr capacity, perfrmance, glbal dial plan, etc. Custmer is respnsible fr the security cmpliance f the Custmer applicatin Custmer is respnsible fr IOS/Andrid/etc. mbile applicatin develpment. Custmer is respnsible fr Remte Expert Mbile Custm develpment. Custmer must purchase a Medianet Readiness Assessment r an equivalent assessment must be have been perfrmed within the last tw (2) years. If n assessment has been perfrmed, Custmer will be respnsible fr cntracting Cisc t perfrm a Medianet Readiness Assessment. Custmer will prvide Cisc a cmmn prject wrk area available in the Custmer ffices with wireless cnnectivity t the Custmer netwrk fr all prject team members in rder t wrk prductively with Custmer persnnel. Custmer will prvide Cisc resurces badge access t all required buildings in rder t carry ut required tasks as per the prject plan. Custmer can cntract Cisc Services under a separate service agreement t perfrm any additinal wrk, such as, upgrades hardware r sftware, desktp installatin, custm applicatin develpment, RE Adptin Services, etc. that d nt fall under the scpe f this prject. General Assumptins Services will be perfrmed at ne (1) data center lcatin, ne (1) cntact center lcatin, and ne (1) gegraphic lcatin where all branches are lcatin(s) within a Fifty (50) mile radius and are limited ne (1) theater. If additinal Remte Expert Mbile agents, data centers, cntact centers, and/r theaters, are required, then Cisc and Custmer will review the verall impact and cst then address the changes under a separate SOW r service descriptin. Cisc will prvide sample applicatins t Custmer s applicatin develpers. If Custmer requires sftware develpment kit (SDK) custm applicatins assistance that will be cvered under a separate cntract. Custmer must purchase Cisc apprved hardware and sftware. All required sftware (e.g., Cisc Prducts, SQL, upgrade patches, etc.) will be made available accrding t Custmer security plicies t Cisc resurces n a shared flder with full access by Cisc resurces when required. N integratin t third party applicatins. Migratin frm existing servers t UCS servers is nt included within this scpe. Endpint deplyment fr the existing systems will require Custmer/Partner t be n-site t install and cnnect the immersive vide systems t the cre. Custmer is respnsible fr determinatin f its requirements, and Custmer shall retain verall respnsibility fr any business prcess impact and any prcess change implementatins. Medianet Readiness Assessments, Upgrade Services and PMO/Lgistic crdinatin services are ut f scpe. Pst Deplyment Supprt Services are designed t extend Cisc s engineering team fr a smth transitin t Custmer-led supprt immediately fllwing the implementatin. These services are nt a substitute fr TAC supprt r a means fr reslving TAC cases r general trubleshting. Custmer is respnsible fr determinatin f its requirements, and Custmer shall retain verall respnsibility fr any business prcess impact and any prcess change implemented. Custmer will be prviding Prject Management thrughut the curse f this prject. Cisc resurces will wrk under the directin f the Cisc Prject Manager, wh in turn will reprt t the Custmer Prject Manager. Direct remte access t necessary Custmer systems is t be prvided t Cisc by Custmer. Custmer will prvide infrmatin cllected frm end user relative t business wners and critical staff t ensure the capture f all business and technical requirements. Facilities must be ready fllwing the cmpletin f the Lw Level Design Specificatin and prir t the start f the Remte Expert Deplyment. A mutually agreed upn primary cmmunicatins methd ( , vic , etc.), will be established and adhered t, as utlined in the cmmunicatin plan t the Custmer s Prject Manager. Any specific netwrking r integratin requirements nt identified in this prject are ut f scpe. Custmer will be respnsible fr the physical rack & stack f all hardware. Any netwrk hardware licensing upgrades, sftware csts, r hardware csts are nt included as part f this prject. Custmer will be respnsible fr receiving and tracking f all hardware, sftware, and licensing related t the prject. The fllwing are NOT included: Detailed planning, design and implementatin fr ther applicatins r prducts nt specifically identified in this service descriptin. Unified Cmmunicatins Applicatins. Unified Cntact Center Enterprise Applicatins. Cisc MediaSense Applicatin. Cntrlled Dc. #EDM Ver: 2.0Last Mdified:8/16/2016 5:40:10 PM

7 Page 7 f 1 CUBE and the CUBE ruter (fr MediaSense recrding) Database Applicatins nt specific t Remte Expert Slutin Interactive peratin. Infrastructure t include 3G, Wireless, Security, r ther Netwrk Infrastructure cmpnent ther than Remte Expert Slutin cmpnents. Perfrmance/lad testing Frmal Training fr Staff (utside f infrmal knwledge transfer). Cabling /physical installatin f nn-remte Expert cmpnents. Additinal services such as netwrk audit, netwrk assessment, netwrk design, and cnsulting. Installatin and cabling f Cisc hardware. Invicing and Cmpletin Invicing Services will be inviced upn cmpletin f the Services. Cmpletin f Services Cisc will prvide written ntificatin upn cmpletin f the Services t Custmer. The Custmer shall within five (5) Business Days f receipt f such ntificatin prvide written acknwledgement f Cisc s cmpletin f the Services. Custmer s failure t acknwledge cmpletin f the Services r t prvide reasns fr rejectin f the Services within the five (5) Business Day perid signifies Custmer s acceptance f cmpletin f the Services in accrdance with this Service Descriptin Cntrlled Dc. #EDM Ver: 2.0Last Mdified:8/16/2016 5:40:10 PM