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Avaya Global Services

Implementation Services Package:Upgrade and Platform Migration

Customer Name: / Project Code:


This Implementation Services Description (“ISD”) sets forth the Implementation Services provided by Avaya and associated Customer responsibilities under defined Implementation Services Packages. This ISD is an attachment to your written commercial agreement with Avaya (e.g., Customer Agreement, General Conditions of Sale and License or General Conditions of Maintenance and Managed Services, etc.). This ISD serves as the Statement of Work (“SOW”) for the defined Implementation Services Packages covered hereunder. In the event of a conflict between this ISD and your written commercial agreement with Avaya, the terms and conditions of your written commercial agreement will control. Unless otherwise defined in this ISD, capitalized terms used in this ISD will have the meanings specified in your written commercial agreement.

Check all that apply:

Level of Service / Communications
Manager/
Call Center /
Messaging /
CMS /
BCMR /
Power / Program Management
Industry Standard
Full Service
Premium

Section 1: Standard Service Hours

Services will be performed during “Standard Service Hours” in the applicable Avaya region, which are Monday-Friday, excluding Avaya-designated holidays, between the following hours:

Asia Pacific (APAC) 9:00 am – 6:00 pm
Caribbean & Latin America (CALA) 9:00 am – 6:00 pm
Europe, Middle East & Africa (EMEA) 8:00 am – 6:00 pm
United States 8:00 am – 5:00 pm
Canada 8:30 am – 5:00 pm

The Avaya Project Manager and software resource will deliver services remotely unless on-site support is purchased.

Work performed outside Standard Service Hours may be subject to overtime charges at the following rates: 1.5 times the standard time and materials rate for the applicable technical resource (e.g. project manager, software specialist, software associate, technician, etc.) for standard overtime and 2.0 times the standard time and materials rate for premium overtime as noted in the following table.

Overtime (1.5 Times) / Premium Overtime (2.0 Times)
Evenings, Monday-Friday 5:00 pm-8:30 am / Saturday 12:00 am (midnight)–Monday 8:30 am
Saturday, 8:00 am–12:00 am (midnight) / Avaya designated holidays

Section 2: Avaya Deliverables (Based on Implementation Package and System Type)

Avaya will provide project management, software and technician resources for the implementation package identified on the order. Only the applicable services and deliverables offered under the selected package as indicated on the following table and which apply to the relevant products specified on the order will be provided. Services and deliverables which are designated as “optional” under a specific package are not included in the package, but may be separately ordered subject to additional fees. Avaya Project Management and software design services will deliver services remotely unless on-site support is purchased. More detailed descriptions of the services and deliverables that Avaya provides under these Implementation Service Packages and applicable Customer responsibilities are specified at http://support.avaya.com/implservicepackages. Such descriptions are incorporated by reference into this ISD.

IP Telephony Communications Manager – Upgrades/Platform Migration /
Services and Deliverables / Industry Standard / Full Service /
PROJECT MANAGEMENT
Project Management (For Media Servers) / l / l
Project Management (For LSPs, Gateways, Backup Servers and Upgrades) / l / l
Onsite Support – Project Management / Optional
SOLUTION PREPARATION
Network Readiness Assessment: Detailed / Optional / Optional
Network Readiness Assessment: Basic / Optional / Optional
SOLUTION DESIGN AND DEVELOPMENT
System Software and Network Translations – Platform Migration / l / l
System Software and Network Translations – Gateways/Upgrades/Backup Servers / l / l
System Software and Network Translations – LSPs / l / l
Add’l RFA Licenses / Optional / Optional
Trunking Translations (Digital, T1, SIP & IP) excludes DCS/QSIG / l / l
Station Programming / l
Station Programming: IP Softphones/IP Softconsoles / l
Software Programming for IP Interface Boards / l / l
Network Region Design Implementation / l / l
Control Network Implementation / l / l
EC500 Mobility / l
Phone Access Vulnerability Review / l
Onsite Support – Software Specialist / Optional
After Business Hours Software Support / l
SOLUTION DEPLOYMENT
Hardware Upgrades / l / l
LSPs/gateways will be connected to the ESS server / Optional
GigE Adapters / l
Server Separation / l / l
Software and Firmware Upgrades / l / l
Staging / l / l
Trunk Installation / l / l
Cable Installation / l / l
Uninterruptible Power System (UPS) Installation / l / l
STATIONS
Station Installation / l
Station Placement / l
Switch Room Cross-Connects / l / l
Remote Access Connectivity Upgrade / l / l
Cutover Support – After Business Hours / l / l
Help Desk Support: Platform Migrations and Software/Hardware Upgrades / l
Help Desk Support: Software Only Upgrade / l
Additional Help Desk / Optional
KNOWLEDGE TRANSFER
Instructor-Led End User Training / Optional
System Handoff Review / l

NOTE: See below Help Desk Support section for additional support.

Additional CSD Products – Upgrades/Platform Migration /
Services and Deliverables / Industry Standard / Full Service /
SIP ENABLEMENT SERVICES IMPLEMENTATION
CTI
Application Enablement Services 3.x to 4.x / l / l
CVLAN Integration / l / l
CONFERENCING
EMMC / l / l
Help Desk Support – Upgrades/Platform Migration /
I/P TELEPHONY/COMMUNICATIONS MANAGER
Hardware and Software Upgrades / 4 / Software-Only Upgrades / 2
Platform Migrations / 4
New Station Installation (If offer also includes this deliverable, additional Help Desk support will be calculated as indicated below.)
Number of New Stations / Total Hours / Number of New Stations / Total Hours
1–10 / 1 / 251–500 / 8
11-50 / 2 / 501–1000 / 16
51–100 / 3 / 1001–3000 / 24
101–250 / 4 / > 3000 / 32
MESSAGING
Avaya customer service engineer will provide four hours of Help Desk support on the first day of business following an upgrade.

NOTE: Help desk is delivered on-site by the technician. All other resources are remote.

Standalone Power Systems – Upgrades/Platform Migration
Services and Deliverables / Full Service
PROJECT MANAGEMENT
Project Management / l
SOLUTION PREPARATION
Pre-Implementation Design Conference Call / l
Site Survey / l
SOLUTION DEPLOYMENT
Hardware Installation / l

NOTE: There is no Full Service or Premium Package for Standalone Power Systems.

Modular Messaging – Upgrades /
Services and Deliverables / Industry Standard / Full Service /
PROJECT MANAGEMENT
Project Management (Upgrade) / l / l
Onsite PM Support / Optional
Third-Party Vendor Engagement / N/A
SOLUTION PREPARATION
Design Conference Call / Optional with msg. appl. imp.
Site Survey / l / l
SOLUTION DESIGN AND DEVELOPMENT
Messaging System Parameters / N/A
Data Gathering and Input / N/A
Subscriber Mailbox Programming / N/A
Mailbox Creation / l
Mailbox Migration / l
On Site Software Specialist Support / Optional
Caller Apps (New) / Optional
Application Implementation / Optional
Client Add-ins / Optional
Subscriber Options / Optional
Client Access / Optional
Enhanced List Administration / Optional
Fax Integration / Optional
Web Client / Optional
Web Subscriber Options / Optional
Point-to-Point Network / Optional
CAMRI / Optional
Hub and Spoke Network Endpoint Addition / Optional
Node Profile Removal / Optional
SOLUTION DEPLOYMENT
Hardware Installation: Upgrade when applicable h/w replacement / l / l
Avaya-Provided Supplemental Servers: Upgrade when applicable hardware replacement / l / l
Software Installation / l / l
Remote Access Line (New or Survivable) / N/A
Cutover Support (after hours) (New or Survivable) / l / l
Help Desk Support: New Installation / N/A
Help Desk Support: Upgrade / l / l
Additional Help Desk / Optional
KNOWLEDGE TRANSFER
Application Implementation Knowledge Transfer / Optional
Client Add-Ins / Optional
Subscriber Options / Optional
Client Access / Optional
Enhanced List Administration / Optional
Web Client / Optional
Web Subscriber Options / Optional
Instructor-Led End-User Training / N/A
Training Room Setup / N/A
SYSTEM HANDOFF REVIEW
OPTIONAL
Extended Solution Orientation / Optional

Program Management Out of Scope:
- Any 87xx platform implementations new and upgrade
- Modular Messaging implementations new and upgrade
- UC implementations new and upgrade
- Multiple phases within a single site

NOTE: All Program Management Services listed in the chart below will be performed remotely unless specifically requested by the customer to be delivered on-site. Travel and lodging charges of $ 1,500 apply for all on-site services and will be billed to the customer.

Program Management – Upgrades /
Services and Deliverables / Full Service /
Single Point of Contact (SPOC) for planning and managing implementation / l
Provide Program Management for projects and phases across enterprise / l
Monitor the technical, financial and schedule the project / l
Plan, direct and control activities of personnel associated with project / l
Coordinate formation of project team / l
Establish work groups to manage implementation, cutover, testing and user acceptance / l
Provide program oversight local Avaya resources / l
Coordinate escalation and resolution of issues / l
Communicate Customer’s implementation standards to Avaya local resources / l
Publish an d manage master project plan, including major milestones for implementation / l
Call Center – Upgrade Design With BCMR-D /
Services and Deliverables (Applicable if design services are required) / Industry Standard / Full Service /
PROJECT MANAGEMENT
Project Management / l / l
SOLUTION PREPARATION
Call Center SOW Review / l / l
SOLUTION DESIGN AND DEVELOPMENT
Call Center Data Gathering and Design Analysis / l / l
Call Center Design Testing / l / l
Call Center Design Completion / l / l
SOLUTION DEPLOYMENT
Call Center Cutover Support / l
Weekend Cutover Support / Optional / Optional
BCMR Client Installation Support / l
KNOWLEDGE TRANSFER
Call Center First Day of Business Support / l
BCMR Administrator Training / l
BCMR Reports Training / l
IP Agent Training
1 day of training - Remote / Optional / Optional
2 days of training – On Site / Optional / Optional
3 days of training – On SIte / Optional / Optional
BCMS Training / Optional / Optional
Visio Call Flow Diagram / Optional / Optional
Call Center Engagement Wrap-Up / l
Call Center – Upgrade Design With CMS /
Services and Deliverables (Applicable if design services are required) / Industry Standard / Full Service /
PROJECT MANAGEMENT
Project Management / l / l
SOLUTION PREPARATION
Call Center SOW Review / l / l
SOLUTION DESIGN AND DEVELOPMENT
Call Center Data Gathering and Design Analysis / l / l
Call Center Design Testing / l / l
Call Center Design Completion / l / l
SOLUTION DEPLOYMENT
Call Center Cutover Support / l
Weekend Cutover Support / Optional / Optional
CMS Supervisor Installation, Configuration and Testing Support / l
KNOWLEDGE TRANSFER
Call Center First Day of Business Support / l
CMS Administrator Training / Optional / Optional
CMS Reports Training / l
IP Agent Training
1 day of training / Optional / Optional
2 days of training / Optional / Optional
3 days of training / Optional / Optional
CMS Training / Optional / Optional
Visio Call Flow Diagram / Optional / Optional
Call Center Engagement Wrap-Up / l
CMS – Upgrades /
Services and Deliverables / Industry Standard / Full Service / Premium Service /
PROJECT MANAGEMENT
Project Management / l / l / l
SOLUTION PREPARATION
Site Survey / l / l / l
SOLUTION DESIGN AND DEVELOPMENT
Integration/Provisioning (Up to 4 ACDs) / l / l / l
Provisioning (Up to 8 ACDs) / l
Data Migration / l / l
Network Printer Interface / l / l
Report Verification Up to 10 Reports / l / l
Work Force Management Real-Time and Historical / l
External Call History (ECH) / l
SOLUTION DEPLOYMENT
CMS Hardware Installation / l / l / l
Platform Upgrade and Configuration / l / l / l
BCMR – Upgrades /
Services and Deliverables / Industry Standard / Full Service /
PROJECT MANAGEMENT
Project Management / l / l
SOLUTION PREPARATION
Site Survey / l / l
SOLUTION DESIGN AND DEVELOPMENT
Integration/Provisioning (Up to 4 ACDs) / l / l
BCMR Client Installation / l
BCMR Reports Training / l
BCMR Wallboard Customization / l
SOLUTION DEPLOYMENT
BCMR Hardware Installation / l / l
Platform Upgrade and Configuration / l / l
KNOWLEDGE TRANSFER
BCMR Reports Training / l
Optional Add-Ons /
Services and Deliverables / Industry Standard / Full Service /
SECURITY
PBX Security Lockdown, 0-1000 Ports Per System – With Maintenance / l
PBX Security Lockdown, 0-1000 Ports Per System – Without Maintenance / l
PBX Security Lockdown, 1001-2500 Ports Per System – With Maintenance / l
PBX Security Lockdown, 1001-2500 Ports Per System – Without Maintenance / l
PBX Security Lockdown, 2501-5000 Ports Per System – With Maintenance / l
PBX Security Lockdown, 2501-5000 Ports Per System – Without Maintenance / l
SHS, Call Management System – With Maintenance / l
SHS, Call Management System – Without Maintenance / l
SHS, INTUITY AUDIX – With Maintenance / l
SHS, INTUITY AUDIX – Without Maintenance / l
SHS, MAP D Media Processor – With Maintenance / l
SHS, MAP D Media Processor – Without Maintenance / l
PBX Security Lockdown, Survivable Remote Per System – With Maintenance / l
PBX Security Lockdown, Survivable Remote Per System – Without Maintenance / l

NOTE: Services listed in the Add-Ons table are optional. Their availability depends on the implementation package type, as indicated.

Section 3: Change Control Procedure

Avaya will respond promptly to Customer’s change requests. Change requests to the project will be accepted by Avaya only if the work can be completed by the In-Service Date. If there are change requests that cannot be processed by the In-Service date, the changes will be processed as a stand alone transaction or part of a future project. Changes will be valid only where agreed in writing by both parties.

Section 4: General Customer Responsibilities

Customer responsibilities include the following:

-  Designate single point of contact (“SPOC”) for Avaya. Individual will have thorough understanding of business requirements and technical environment, and will be authorized to make binding decisions on Customer’s behalf.

-  Verify and arrange for installation of all applicable network connections and provide all circuit information (e.g., IP address, subnet mask, gateway, machine names, modem numbers) including network diagrams.