Anaheim City Council
September 10, 2024

Implementation Services Agreement Page 1 of 12

IMPLEMENTATION SERVICES AGREEMENT
This Implementation Services Agreement together with Attachment 1, Genesys Cloud Implementation Services Statement of Work (“SOW”), constitute a binding agreement (“Agreement”) by and between Carahsoft Technology Corporation (“Carahsoft”) and the City of Anaheim (“Customer”) (together, “Parties” and individually as “Party”) which accept and agree to the terms and conditions herein.

1. Definitions. The following capitalized terms shall have the meanings set forth below:

Affiliate: an entity that is directly or indirectly controlled by or under common control with another entity, but only during the time that such control exists. An entity shall be deemed to have “control” over another entity if: (i) such entity directly or indirectly owns, controls or has power to vote at least 50% of the issued and outstanding voting stock or other equity interest of such entity; or (ii) such entity controls or has the power to control the management or operations of such entity, including by contract.

Confidential Information : any information, including technical data or know -how relating to discoveries, ideas, inventions, concepts, software, equipment, designs, drawings, specifications, techniques, processes, systems, models, data, source code, object code, documentation, diagrams, flow charts, research, development, business plans or opportunities, products, projects under consideration, procedures, finances, costs, prices, suppliers, vendors, customers or employees, which is disclosed by the disclosing Party in connection with this Agreement, whether before, on, or after the effective date of this Agreement, in writing, orally, or by drawings or inspection of equipment or software, to the receiving Party or any of its employees or designated agents. Confidential Information does not include information: (i) that is lawfully, or lawfully becomes, part of the public domain or is otherwise made available on an unrestricted basis to a third party without violation of this Agreement by the receiving Party; (ii) that was known to or in the possession of the receiving Party on a non-confidential basis prior to its disclosure, as evidenced by written records; (iii) information that was developed independently by or on behalf of the receiving Party, without use of or reference to the Confidential Information; or (iv) information that is lawfully disclosed to the receiving Party by a third party without violation of this Agreement.

Custom Application Support (“CAS”): Genesys’ break/fix support service to assist Customer with problem identification and resolution for customizations to the Genesys licensed products, Expert Applications and other custom software provided by Genesys or any of its selected partners in the context of a broader Genesys solution.

Customer: the entity entering into this Agreement with Carahsoft.

Deliverables: any tangible work product resulting from the Professional Services that are delivered or required to be delivered by Carahsoft to Customer pursuant to the Statement of Work.

Expenses: all reasonable out-of-pocket charges pre-approved by Customer in connection with the rendering of Professional Services, such as travel, meals, lodging, and rental cars.

Expert Application: an off-the shelf software application or module developed by Genesys or one of its suppliers, which is not a standard, generally available Genesys licensed software and is provided to Customer as a Deliverable pursuant to the SOW.

Genesys: Genesys Cloud Services, Inc. which provides contact center software solutions and services resold and serviced by Carahsoft. Genesys may act as a subcontractor to Carahsoft in the delivery of professional services to Customer.

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Intellectual Property Rights: all rights throughout the world in any and all of the following: (i) patents, patent applications, patent disclosures and inventions (whether patentable or not); (ii) trademarks, service marks, trade dress, trade names, logos, corporate names, Internet domain names and any registrations, or establishment through use, and applications for the registration thereof together with all of the goodwill associated therewith; (iii) copyrights and copyrightable works (including computer programs and mask works) and any registrations, or establishment through use, and applications for registration thereof; (iv) trade secrets, know -how and other proprietary information; (v) waivable or assignable moral rights or rights of publicity; and (vi) all other forms of intellectual property, such as data and databases, in each case, to the extent protectable under applicable law.

Professional Services or Services: consulting and professional services that Customer has ordered, and Carahsoft has agreed to provide, pursuant to a Statement of Work.

Statement of Work (“SOW”): the statement of work document attached as Attachment 1 hereto mutually agreed upon by the PartiesParties that (i) is incorporated to this Agreement by reference, (ii) describes the Professional Services to be provided, and (iii) includes additional details concerning specific requirements, assumptions, specifications, milestones and other terms applicable to such Professional Services.

2. Provision of Professional Services.

2.1 Carahsoft shall have no obligation under or in connection with this Agreement to provide services that are not specified in the SOW. Except to the extent specifically set forth in the SOW, Carahsoft shall have no obligation to provide maintenance or technical support services for any Deliverable(s) provided under this Agreement.

2.2 Customer shall cooperate fully with Carahsoft, in a timely fashion and at no charge, in Carahsoft’ provision of the Professional Services, including by (i) providing Carahsoft with access (as necessary for performance of the Professional Services) to Customer premises, systems, personnel, and information, and (ii) performing all tasks and providing all decisions, each as reasonably required for the performance of the Professional Services. Carahsoft shall not be liable for any delays caused in whole or in part by (A) any failure or delay on Customer’s part to comply with this Section or to otherwise fulfill its obligations with respect to the SOW; (B) inaccuracies in information provided by Customer; (C) Customer-requested changes; (D) changes in Customer personnel; or (E) other factors beyond the reasonable control of Carahsoft (collectively, “Unforeseen Events”). If Carahsoft determines that additional work on Carahsoft’s part will be required as a result of an Unforeseen Event, Carahsoft shall not be required to perform such additional work unless and until the Parties have executed a written change order covering such additional work.

2.3 Customer will appoint, in writing, a project manager to act as the primary contact person and focal point for all communications with Carahsoft pursuant to this Agreement. Customer will promptly inform Carahsoft of any change in the identity of such project manager. The project manager will have the power to make technical and project -level decisions within the scope of this Agreement that are binding on Customer.

2.4 Carahsoft reserves the right to determine, in its sole discretion, which Genesys personnel shall be assigned to perform the Professional Services, and to replace or reassign such personnel during the term of this Agreement. Carahsoft may use Affiliates, subcontractors and other third parties in the performance of the Professional Services, provided that no such use of Affiliates, subcontractors or other third parties shall relieve Carahsoft of its obligations under this Agreement. Affiliates, Implementation Services Agreement Page 3 of 12
subcontractors, or other third parties shall be deemed agents of Carahsoft and their acts and omissions will be attributable to Carahsoft as if they were Carahsoft employees.

3. Restrictions.

3.1 Customer will not, and will not permit or authorize any third party to,: (a) distribute, disclose, market, encumber, time-share, assign, sell, rent, lease, sublicense or otherwise make the Deliverables, products, Services, documentation, rights, or license provided to Customer during or related to the provision of Services (collectively, “Materials”) available to any third party, except as expressly authorized by this Agreement; (b) modify or create any derivative works, functionally equivalent works, or translations of the Materials; (c) copy the Materials, in whole or in part, or any feature, design or graphic placed on the Materials; (d) disassemble, reverse engineer or decompile the Materials; (e) access or use the Materials, or assist a third party to access or use the Materials, to compete with Genesys; (f) remove or modify any proprietary markings or restrictive legends placed on any Materials; (g) take any action that jeopardizes Genesys’ rights or the rights of Genesys’ business partners, licensors or suppliers in any Materials; (h) violate any laws; (i) use the Materials in a manner that is defamatory, harassing, infringing or otherwise causes damage or injury to any person or property; (j) transmit viruses or other deleterious code; or (k) damage, disable, overburden or impair the Materials or a third party’s use of the Materials. Customer is responsible for its Affiliates’ use of the Materials.

3.2 Carahsoft will not and will not permit or authorize any third party to use the City of Anaheim’s or Anaheim Public Utilities’ logos, seals, or emblems.

4. Fees and Payment.

4.1 Customer shall pay all fees and charges specified in the SOW in accordance with the payment terms specified therein.

4.2 Customer shall be responsible for paying all taxes, levies, duties, or similar items, including any universal service fees, and value -added, sales, use or withholding taxes (collectively, “Taxes”) associated with amounts payable hereunder, other than taxes on Carahsoft’s net income. Customer will not rely on Carahsoft to determine taxability and is ultimately responsible for assessing and paying any applicable Taxes.

4.3 If Customer disputes in good faith the amount of any invoice, Customer shall notify Carahsoft of the disputed amount and the reasons therefor no later than the date payment would otherwise be due and timely pay the undisputed portion of the invoice. The Parties will attempt in good faith to resolve the dispute within 30 days after Carahsoft ’s receipt of Customer’s timely notice of dispute (the “Resolution Period”), during which time withholding of the disputed amount will not be considered a material breach of this Agreement and no interest will accrue so long as Customer is cooperating diligently to resolve the dispute. Upon resolution of the dispute, Customer will pay any resolved amount promptly, but in any case, within 10 days of mutual written agreement resol ving the dispute , unless otherwise agreed upon by the Parties . If the dispute is not resolved within the Resolution Period, each Party will be entitled to pursue all available remedies.

5. Warranties.

5.1 Each Party represents and warrants to the other Party that: (i) it has the full power and authority to enter into this Agreement and perform its obligations under this Agreement; and (ii) the execution, delivery and performance of this Agreement by it does not violate, conflict with, or constitute a default under any agreement or instrument to which it is a Party or by which it is bound, except where such Implementation Services Agreement Page 4 of 12
violation, conflict or default would not materially impair such Party’s performance of its obligations or the other Party’s enjoyment of its rights under this Agreement.

5.2 Carahsoft warrants to Customer that the Professional Services will be performed with reasonable care and skill and in accordance with the applicable professional standards and SOW. In the event of any nonconformance with such warranty, Customer will promptly notify Carahsoft of such nonconformance, after which Carahsoft will use commercially reasonable efforts to re-perform the nonconforming Professional Services. Re-performance of nonconforming Professional Services is not considered maintenance or technical support services excluded by Section 2.1 above regarding Carahsoft’ obligations to provide Professional Services.

If Carahsoft fails to re -perform within 30 days of such notice, then Customer may terminate the applicable SOW by providing written notice to Carahsoft and receive a refund of any fees paid to Carahsoft for the nonconforming Professional Services. The foregoing constitutes Customer’s exclusive remedies, and Carahsoft’s sole liability, in the event of any nonconformance with the warranty set forth in this Section or otherwise with respect to any other errors, defects or problems with the Professional Services or Deliverables.

5.3 EXCEPT AS EXPRESSLY PROVIDED IN THIS AGREEMENT , CARAHSOFT IS PROVIDING THE PROFESSIONAL SERVICES AND DELIVERABLES “AS IS” AND DOES NOT

MAKE, AND HEREBY EXPRESSLY DISCLAIMS ON BEHALF OF ITSELF AND ITS BUSINESS

PARTNERS, LICENSORS AND SERVICE PROVIDERS, TO THE FULLEST EXTENT

PERMITTED BY APPLICABLE LAW, ALL REPRES ENTATIONS, INDEMNITIES,

GUARANTEES, WARRANTIES AND CONDITIONS, EXPRESS OR IMPLIED, WITH RESPECT

THERETO, INCLUDING THE WARRANTIES OF MERCHANTABILITY, SATISFACTORY

QUALITY OR PERFORMANCE, FITNESS FOR A PARTICULAR PURPOSE, NON- INFRINGEMENT, COMPATIBILITY, QUIET ENJOYMENT OR COMPLETENESS. TO THE

EXTENT ANY WARRANTY CANNOT BE SO DISCLAIMED AS A MATTER OF APPLICABLE

LAW, THE SCOPE AND DURATION OF SUCH WARRANTY WILL BE THE MINIMUM PERMITTED UNDER SUCH LAW.

6. Indemnification.

6.1 Carahsoft Indemnification. Carahsoft will (i) defend, at Carahsoft ’s expense, any claim, demand, action, suit or other judicial proceeding asserted by a third party (each a “Claim”) against Customer alleging that a Deliverable, as provided by Carahsoft hereunder, infringe a copyright, trademark or patent that is valid and enforceable in signatory countries to the Berne Convention of such third party, and (ii) indemnify Customer for any damages finally awarded against Customer with respect to, or payable in settlement of, any such Claim. In the event of any actual Claim of infringement or if Carahsoft has reason to believe that such a Claim may be brought, Carahsoft may at its option and sole expense: (A) obtain the rights necessary to extinguish or avoid the infringement, (B) replace or make modifications to the affected Deliverable to avoid the infringement, or (C) terminate Customer’s license to the affected Deliverable and refund to Customer the fee paid for such Deliverable less an amount for depreciation determined on a straight-line 24-month (or actual term if shorter) depreciation basis with a commencement date as of the date of delivery of the Deliverable. THIS SECTION STATES CUSTOMER’S SOLE REMEDY AND CARAHSOFT’S ENTIRE LIABILITY FOR ANY ACTUAL OR ALLEGED INFRINGEMENT OF ANY THIRD PARTY’S INTELLECTUAL PROPERTY RIGHTS.

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6.2 Customer’s Indemnification. Customer will (i) defend, at Customer’s expense, any Claim against Carahsoft, its Affiliates or any of their respective employees or agents (A) related to any information, content, specifications or materials provided by or on behalf of Customer or its Affiliates for use in connection with the Professional Services, (B) that any of Customer’s data, methods or processes of doing or conducting business infringe any third party’s Intellectual Property Rights, or (C) related to the death, personal injury or damage to tangible personal property resulting from the willful misconduct or gross negligence of Customer’s employees or representatives, and (ii) indemnify and hold harmless Carahsoft, its Affiliates and their respective employees and agents from and against any amounts awarded in a final judgment with respect to, or payable in settlement of, any such Claim.

6.3 Procedure. As a condition to the obligations of the indemnifying Party under this Section, the indemnified Party shall: (i) promptly notify the indemnifying Party of any Claim, provided that delay in providing such notice shall not relieve the indemnifying Party of any liability or obligations hereunder except to the extent the indemnifying Party has been prejudiced by such delay; (ii) permit the indemnifying Party to assume control of the defense and settlement of such Claim with counsel of its choosing, except that the indemnifying Party may not agree to any settlement that does not unconditionally release the indemnified Party without the indemnified Party’s prior written consent; and (iii) provide cooperation reasonably requested by the indemnifying Party in investigating and defending such Claim, at the indemnifying Party’s expense, provided that the indemnified Party shall not be entitled to compensation for the time spent by it or its employees in providing such cooperation. The indemnified Party shall have the right to participate in (but not control) the defense of any such Claim, at its sole cost and expense, using counsel of its choosing.

6.4 Exclusions. Notwithstanding anything to the contrary contained herein, in no event shall Carahsoft have any defense or indemnification obligations to the extent a Claim arises from or relates to (i) information, content, specifications or materials provided by or on behalf of Customer or its Affiliates, including where Customer specified the form, content or functionality of the Materials alleged to be infringing; (ii) the combination, operation or use by Customer or its Affiliates of the Materials with other equipment, software, services, programs, hardware, or data; (iii) Customer’s non- compliance with this Agreement or documentation provided by Carahsoft ; (iv) Customer’s use of the Materials after receipt of notice from Carahsoft to discontinue such use, including Customer’s failure to use modifications provided by Carahsoft ; (v) the development or use of any alteration, derivation, modification or customization of the Materials; (vi) Carahsoft ’s compliance with Customer’s requests or instructions; or (vii) any matter for which Customer is obligated to defend or indemnify Carahsoft pursuant to Section 6.2.
**BELOW IS ANAHEIM’S STANDARD INDEMNIFICATION TERMS – to merge / replace those in agreement
XX.1 As respects acts, errors or omissions in the performance of professional services, CONSULTANT agrees to indemnify and hold harmless ANAHEIM, its officials, officers, and employees from and against any and all claims, losses, damages, defense costs, or liability, of any kind or nature, to the extent arising directly out of CONSULTANT’s (or CONSULTANT’s contractors’ or subcontractors’, if any) negligent acts, errors or omissions in the performance of professional services under this Agreement.

XX.2 As respects all acts, errors or omissions which do not arise directly out of the performance of professional services, including but not limited to those acts, errors or omissions typically covered by ISO-based general and automobile liability insurance coverage, CONSULTANT agrees to indemnify, defend (at ANAHEIM's option), and hold harmless ANAHEIM, its officials, officers, employees, Implementation Services Agreement Page 6 of 12
agents, and representatives from and against any and all claims, losses, damages, defense costs, or liability, of any kind or nature (collectively referred to hereinafter as “Claims”), arising out of or in connection with CONSULTANT’s (or CONSULTANT's cont ractors’ or subcontractors’, if any) acts, errors, omissions, or work, relative to this Agreement; except for those Claims which arise out of the sole negligence or willful misconduct of ANAHEIM.

XX.3 The obligations set forth in this indemnification provision (i) shall be in effect without regard to whether or not ANAHEIM, CONSULTANT, or any other person maintains, or fails to maintain, insurance coverage, or a self -insurance program, for any such C laims; and (ii) shall survive the termination of this Agreement.

7. Limitations of Liability.

7.1 Unlimited Liability. THE LIMITATIONS OF LIABILITY AND DAMAGE EXCLUSIONS

SET FORTH IN THIS SECTION SHALL NOT APPLY TO LIABILITY FOR DAMAGES ARISING FROM: (I) EITHER PARTY’S WILLFUL OR INTENTIONAL BREACH OF SECTION 9 (CONFIDENTIALITY), OR (II) CUSTOMER’S BREACH OF SECTION 10 (PROPRIETARY RIGHTS) OR ITS PAYMENT OBLIGATIONS UNDER THIS AGREEMENT.

7.2 Exclusion of Consequential Damages. SUBJECT TO SECTION 7.1, IN NO EVENT WILL

EITHER PARTY (NOR ITS RESPECTIVE AFFILIATES OR, IN THE CASE OF CARAHSOFT, ITS

SUBCONTRACTORS AND SUPPLIERS) BE LIABLE TO THE OTHER FOR ANY SPECIAL,

INCIDENTAL, CONSEQUENTIAL, OR INDIRECT DAMAGES, INCLUDING LOSS OR

CORRUPTION OF DATA, LOSS OF BUSINESS, PROFITS OR GOODWILL (INCLUDING

PECUNIARY LOSSES ARISING FROM LOSS OF GOODWILL), LOSSES RELATED TO A DISRUPTION OR STOPPAGE IN CUSTOMER’S OPERATIONS, WHETHER OR NOT SUCH

DAMAGES ARE FORESEEABLE AND REGARDLESS OF THE LEGAL THEORY ASSERTED,

WHETHER BASED ON BREACH OF CONTRACT, BREACH OF WARRANTY, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY, STRICT LIABILITY OR OTHERWISE, ARISING UNDER OR IN CONNECTION WITH THIS AGREEMENT.

7.3 Risk Allocation. THE LIMITATIONS OF LIABILITY AND DAMAGE EXCLUSIONS

CONTAINED IN THIS AGREEMENT WILL APPLY REGARDLESS OF THE SUCCESS OR EFFECTIVENESS (OR LACK THEREOF) OF ANY REMEDIES PROVIDED HEREIN. THESE

LIMITATIONS AND EXCLUSIONS ARE REFLECTED IN THE PRICING OF THE

PROFESSIONAL SERVICES, REPRESENT AN AGREED ALLOCATION OF RISK BETWEEN THE PARTIES, AND CONSTITUTE AN ESSENTIAL PART OF THIS AGREEMENT.

8. Term and Termination.

8.1 Term. The term of this Agreement shall commence upon execution of this Agreement and shall continue until the completion of all Professional Services specified in the SOW.

8.2 Termination. Either Party may terminate this Agreement, and Carahsoft may suspend the Professional Services in whole or in part, by providing notice if the other Party (i) breaches any material term of this Agreement and fails to cure such breach within 30 days after receipt of such notice, or (ii) makes an assignment for the benefit of creditors, files a petition in bankruptcy, or becomes the subject of any court or administrative proceeding related to its liquidation or insolvency (whether voluntary or involuntary) that is not dismissed within 120 days. Any such termination or suspension shall be without limitation of any other right or remedy available to the terminating Party.

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8.3 Effects of Termination. Upon termination or expiration of this Agreement for any reason, a Party shall, if requested by the other Party, promptly destroy or return to the requesting Party, as directed, all of the requesting Party’s Confidential Information, and other materials of the requesting Party in such other Party’s possession or control. Notwithstanding the foregoing, neither Party shall be required to purge electronic backup media maintained in the ordinary course of business that may contain Confidential Information, and each Party shall be entitled to retain one archival copy of any Confidential Information to the extent it has been advised in writing by counsel that such retention is required to comply with applicable law.

8.4 Survival. Any provision of this Agreement which, by its nature, would survive termination or expiration of this Agreement shall survive any such termination or expiration.

9. Confidentiality.

9.1 Each Party that receives Confidential Information of the other Party agrees that, unless the disclosing Party gives its prior written authorization, it shall not: (i) use such Confidential Information other than for the purposes of this Agreement; or (ii) disclose such Confidential Information to any third Party except those directors, officers, employees, subcontractors, consultants and agents of the receiving Party who (a) are required to have such Confidential Information to carry out the purposes of this Agreement, and (b) have signed a non-disclosure agreement or are otherwise bound by confidentiality obligations in substance similar to the provisions hereof. The receiving Party shall prevent the unauthorized use, disclosure, dissemination or publication of such Confidential Information using at least the same degree of care that it uses to protect its own confidential information of a similar nature, but in no event less than a reasonable degree of care.

9.2 The obligations of the Parties under this Section shall not apply to the extent of any disclosure required pursuant to a duly authorized subpoena, court order, or government authority (including the City’s obligation to comply with The Brown Act and Public Records Act) , provided that the receiving Party has provided prompt notice and assistance to the disclosing Party prior to such disclosure, so that such Party may seek a protective order or other appropriate remedy to protect against disclosure.

9.3 Any breach of the confidentiality obligations set forth in this Section would constitute a material breach of this Agreement, which the breaching Party acknowledges would cause irreparable harm to the non-breaching Party, leaving it without an adequate remedy at law. As such, any such breach shall entitle the non-breaching Party to seek injunctive relief without posting a bond or other security in connection therewith, in addition to all other remedies. The preceding sentence is not intended, nor shall it be construed, to limit a Party’s right to dispute the factual basis underlying any contention that it has committed any breach.

9.4 This Section 9 will remain in effect during the term of this Agreement and for a period of three (3) years following termination or expiration of this Agreement. In the event that the provisions of this Section are inconsistent with the provisions of any applicable non-disclosure (or comparable) agreement separately executed by the Parties, then the terms of this Section shall govern with respect to Confidential Information disclosed in connection with the subject matter of this Agreement.

10. Proprietary Rights . As between the Parties , all Intellectual Property Rights in and to the Deliverables shall remain the sole property of Carahsoft and its Affiliates and their respective business partners, licensors or suppliers, as applicable, and Customer shall acquire no right of ownership or use with respect thereto, except as expressly set forth in this Agreement. Subject to the terms of this Agreement, Carahsoft grants to Customer a non- exclusive, non -transferable license to use the Implementation Services Agreement Page 8 of 12
Deliverables only for Customer’s internal business purposes during the term of Customer’s license to the Genesys product or service associated with the Deliverables, subject to any additional usage limitations specified in the applicable SOW, with the exception of project, design, configuration, and training documentation Deliverables which Customer shall own. If Customer provides or otherwise makes available to Carahsoft any software, data or other materials belonging to Customer in connection with this Agreement, then Carahsoft and its Affiliates and their respective employees and agents shall have the non-exclusive right and license to reproduce, modify and use the same only in connection with the provision of the Professional Services, and shall not reproduce, modify, or otherwise use the same for any other purpose.

11. [Reserved.]

12. Force Majeure. If either Party is unable to perform any obligation (excluding any payment obligation) under this Agreement because of any matter beyond that Party's reasonable control, such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, epidemic, industrial disputes (whether or not involving employees of either Party ), acts of local or central government or other competent authorities, hostile network attacks or other events beyond a Party’s reasonable control (each, a “Force Majeure Event”), that Party will have no liability (including any obligation to issue refunds or credits) to the other for such failure to perform, provided, however, that such Party shall resume performance promptly upon removal or resolution of the circumstances constituting the Force Majeure Event.

13. Compliance with Laws. Each Party will comply with laws and regulations as applicable to such Party, including all applicable anti-corruption and anti-bribery laws. Customer acknowledges and agrees that Customer is solely responsible for complying with laws and regulations applicable to Customer’s business or industry, Customer’s use of the Services and Materials, and the content provided by the Customer. In no event will Carahsoft be responsible for providing, implementing, configuring, or coding the Services and Materials in a manner that complies with any laws that apply to Customer or liable for any claim or action arising from or related to Customer’s failure to comply with such laws. Customer represents and warrants that (a) neither Customer nor any of Customer’s users are on any government- issued list of restricted persons or entities, including the Consolidated List, Commerce Department Entity List, Denied Persons List or Unverified List, the Treasury Department Specially Designated Nationals and Blocked Persons List, and the State Department Debarred Parties List; and (b) Customer will not export or re-export, directly or indirectly, any Services, Materials, or Confidential Information of any kind provided by Carahsoft to any countries outside the United States, except as permitted under the export control and sanctions laws and regulations of the United States and other countries that may prohibit or restrict their access by certain persons or from certain countries or territories.

14. General Provisions.

14.1 No waiver or modification of any of the provisions of this Agreement shall be binding unless in writing and signed by a duly authorized representative of each Party . Any forbearance or delay on the part of either Party in enforcing any of its rights under this Agreement shall not be construed as a waiver of such right to enforce the same for such occurrence or any other occurrence.

14.2 This Agreement shall be governed by the respective governing law, and any dispute related to this Agreement shall be subject to the exclusive jurisdiction of the County of Orange, California. The Parties agree to submit to the personal and exclusive jurisdiction of such courts and that venue therein is proper and convenient. The UN Convention for the International Sale of Goods shall not apply to this Implementation Services Agreement Page 9 of 12
Agreement. Nothing contained in this Section shall prevent either Party from seeking injunctive relief from any court of competent jurisdiction.

14.3 Neither Party shall assign or otherwise transfer this Agreement or any right or license granted hereunder, including by operation of law, without the prior written consent of the other Party, in each case. Any attempt to do any of the foregoing without the non-assigning Party’s prior written consent shall be a material breach of this Agreement and any assignment or purported assignment without such consent shall be null and void ab initio. Subject to the foregoing, this Agreement will bind and inure to the benefit of the Parties and their respective permitted successors and assigns.

14.4 Unless otherwise specified in this Agreement, any notice required under this Agreement shall be sent in writing by certified mail (return receipt requested), overnight courier or personal delivery, to Carahsoft or to Customer at the addresses for notices set forth below or as changed from time to time by notice. Notices shall be effective when received.

If to Anaheim: Anaheim City Clerk
City of Anaheim
200 S. Anaheim Boulevard, 2nd Floor
Anaheim, California 92805
FAX No. (714) 765-4105

With copies to: Public Utilities General Manager
City of Anaheim
201 S. Anaheim Blvd., Suite 1101
Anaheim, CA 92805

To Carahsoft: Contracts Team
Carahsoft Technology Corp.
11493 Sunset Hills Road, Suite 100
Reston, VA 20190

14.5 If any one or more of the provisions of this Agreement are for any reason held to be invalid, illegal or unenforceable by a court of competent jurisdiction, the remaining provisions of this Agreement shall remain in full force and effect, and the invalid, illegal or unenforceable provision(s) shall be replaced (pursuant to a written amendment mutually signed by the Parties) by a valid, legal and enforceable provision(s) that comes closest to the intent of the Parties underlying the invalid, illegal or unenforceable provision(s).

14.6 This Agreement does not create or evidence a partnership, joint venture or any other fiduciary relationship between the Parties. The Parties are independent, and each has sole authority and control of the manner of, and is responsible for, its performance of this Agreement. Neither Party may create or incur any liability or obligation for or on behalf of the other Party, except as described in this Agreement.

14.7 This Agreement constitutes the entire agreement between parties with regard to the subject matter hereof and supersedes any and all previous communications, whether oral or written, as well as any previous executed contract(s), memoranda of understanding and side letters between the Parties with respect to such subject matter. Neither the course of conduct between the Parties nor trade usage shall modify or alter this Agreement. In the event of a conflict between the terms of the SOW and this Implementation Services Agreement , the SOW shall control. This Agreement may be executed in Implementation Services Agreement Page 10 of 12
counterparts and delivered in PDF form or by other electronic image transmission, each of which shall be deemed an original, and all of which together shall constitute one and the same instrument.

15. Insurance
Without limiting CUSTOMER’s right to indemnification, it is agreed that CARAHSOFT shall secure, prior to commencing any activities under this Agreement, and maintain, during the term of this Agreement, insurance coverage as follows:
.01 Workers’ Compensation Insurance as required by California law and Employers Liability Insurance in an amount not less than $1,000,000 per occurrence. .02 Commercial General Liability Insurance, including coverage for Premises and Operations, Contractual Liability, Personal Injury Liability, Products/Completed Operations Liability, and Independent Contractor’s Liability (if applicable), in an amount not less than $2,000,000 per occurrence, $4,000,000 annual aggregate, written on an on an occurrence form. Any deductible or self -insured retention in excess of $10,000 must be disclosed to CUSTOMER , in writing, at the inception of this Agreement and is subject to the approval of the City’s Risk Manager. .03 Automobile Liability Coverage including-as applicable-owned, non-owned, and hired autos, in an amount not less than $2,000,000, combined single limit, as required by California law. .04 Professional Liability Insurance, inclusive of Cyber liability, in an amount not less than $2,000,000 per claim, and CONTRACTOR shall maintain such coverage for at least one (1) year from termination of this Agreement. Any deductible or self -insured retention in excess of $10,000 must be disclosed to CUSTOMER, in writing, at the inception of this Agreement and is subject to the approval of the City’s Risk Manager.

15.2 CARAHSOFT agrees that this insurance shall not be voluntarily cancelled or limited in scope or coverage by CARAHSOFT until after thirty (30) days’ prior written notice has been given to the City Clerk, City of Anaheim, 200 S. Anaheim Blvd., Anaheim, CA 92805. This does not apply to cancellation for non-payment of premium, which requires notice of not less than ten (10) days.

15.3 Each insurance policy required by this Agreement, excepting policies for Professional Liability and Workers’ Compensation, shall contain the following clauses or shall otherwise provide for the following conditions:
.01 “It is agreed that any insurance maintained by CARAHSOFT , pursuant to this Agreement, shall be primary to, and not contribute with, any insurance or self -insurance maintained by the City of Anaheim.”
.02 “The City of Anaheim, its officers, agents, employees, representatives and ANAHEIM - designated volunteers are added as additional insureds as respects the acts, omissions, operations and activities of, or on behalf of, the named insured, in regard to pr oducts supplied to, or work or services performed for, or related to, the City of Anaheim.”

15.4 Prior to commencing any work under this Agreement, CARAHSOFT shall deliver to CUSTOMER insurance certificates confirming the existence of the insurance required under this Agreement, and including the applicable clauses referenced above. Also, within thirty (30) days of the execution date of this Agreement, CARAHSOFT shall provide CUSTOMER: (i) endorsements to the insurance policies which add to these policies the applicable clauses referenced above; or (ii) in lieu of said endorsements, documentation acceptable to CUSTOMER evidencing that the coverage, terms, and conditions set forth in the above -referenced clauses are otherwise included in said insurance policies. Insurance required hereunder shall be placed with insurers: (i) admitted to write insurance in California; (ii) possessing an A. M. Best’s rating of A VII or higher; or (iii) otherwise acceptable to CUSTOMER, with prior written Implementation Services Agreement Page 11 of 12
permission from CUSTOMER . In the event that a claim or other legal action is filed against CUSTOMER, and if CUSTOMER, in its good faith opinion, believes it may have coverage under any of the insurance required herein, then CUSTOMER has the right to demand, and to receive within a reasonable time period, copies of the insurance policies related to such required insurance; provided, however, that this provision shall not apply if the Parties agree that CARAHSOFT shall fully defend, hold harmless, and indemnify CUSTOMER against any such claim or other legal action.

15.5 In addition to other remedies CUSTOMER may have if CARAHSOFT fails to provide or maintain any insurance policies or policy endorsements to the extent and within the time herein required, CUSTOMER may, at its sole option:
.01 Order CARAHSOFT to stop work under this Agreement and/or withhold any payment(s) which become due to CARAHSOFT hereunder until CARAHSOFT demonstrates compliance with the requirements hereof; or
.02 Terminate this Agreement.

Exercise of any of the above remedies, however, is an alternative to other remedies CUSTOMER may have and is not the exclusive remedy for CARAHSOFT ’s failure to maintain insurance or secure appropriate endorsements.

15.6 Nothing herein contained shall be construed as limiting in any way the extent to which CARAHSOFT may be held responsible for payments of damages to persons or property resulting from CARAHSOFT’s (or CARAHSOFT ’s contractors/subcontractor, if any) performance of the work covered under this Agreement, provided, however, that in no event shall CARAHSOFT ’s liability to CUSTOMER under this provision exceed the greater of (i) the total amount of the fees paid to CARAHSOFT for such work or services, or (ii) th e amount of valid and collectible insurance carried by, maintained by, or otherwise available to CARAHSOFT (or CARAHSOFTS’s professional staff, contractors, or sub-contractors), which is applicable to any claim, loss, costs, defense, or liability arising out of this agreement.

15.7 In the event CARAHSOFT hires other persons or firms to perform some of the work related to this Agreement, CARAHSOFT shall ensure, and certify to CUSTOMER in writing that: (i) the acts or omissions of such persons or firms are covered under the above -referenced liability insurance; or (ii) such firms maintain insurance equal to or better than, and subject to the same limits, terms and conditions as, the ins urance required of CARAHSOFT under this Agreement (except for firms which are not performing professional services-such firms shall not be required to carry the above-referenced professional liability insurance); and in either instance, CARAHSOFT shall provide, or cause to be provided, evidence of such insurance coverage, reasonably acceptable to CUSTOMER.

15.8 CUSTOMER’s Risk Manager is hereby authorized to reduce the requirements set forth herein in the event she determines that such reduction is in CUSTOMER’s best interest.

16. Authority and Effective Date
Each individual executing this Agreement on behalf of a corporation, nonprofit corporation, partnership or other entity or organization, represents and warrants that he or she is duly authorized to execute and deliver this Agreement on behalf of such entity or organization and that this Agreement is binding upon the same in accordance with its terms. Licensor shall, at Anaheim's request, deliver a certified copy of its governing board's resolution or certificate authorizing or evidencing such execution. Dig ital signatures obtained through DocuSign shall be considered valid and binding as though signed in ink.

This Agreement shall be effective on the date on which this Agreement is executed by Anaheim (“Effective Date”).

Implementation Services Agreement Page 12 of 12
IN WITNESS WHEREOF, the Parties hereto have caused this Agreement to be executed on the dates hereinafter respectively set forth.

CITY OF ANAHEIM,
DATE: ______________________ a municipal corporation

By: _____________________________________
Dukku Lee,
Public Utilities General Manager

ATTEST
DATE: _______________________

By: _____________________________________
Theresa Bass, City Clerk

CARAHSOFT TECHNOLOGY CORPORATION

DATE: _________________________ By: ____________________________________

Name: __________________________________

Title: ___________________________________

APPROVED AS TO FORM:

ANAHEIM CITY ATTORNEY’S OFFICE

By: ______________________________
Teresa Chen
Deputy City Attorney
Attachment 1

Genesys Cloud
Implementation Services
Statement of Work (SOW)

Attachment to Implementation Services Agreement by and between Carahsoft Technology Corporation
and City of Anaheim

Carahsoft SOW #102716

Prepared by:

Andy Starrett
Genesys Cloud Services, Inc.

August 23, 2024

Genesys Cloud Implementation Statement of Work

1 Purpose
This Statement of Work (“SOW”) is pursuant to the Implementation Services Agreement entered into by and between the City of Anaheim (referred to below as “Customer” “APU” or “Anaheim”) and Carahsoft Technology Corporation (“Carahsoft”) and is governed by the terms and conditions of the Implementation Services Agreement.

Carahsoft is responsible for the services of this SOW; however, Carahsoft will use the Professional Services division of Genesys Cloud Services, Inc., acting as a sub-contractor to Carahsoft, to deliver the services of this SOW. “Implementer” is used to refer to the Carahsoft sub-contractor resources performing the services of this SOW.

The Services under this SOW are provided in a fixed price model as specified in the Pricing and Payment Terms sections of this document.

Implementer will deploy a project team for analysis, design, provisioning, configuration, consultation, migration to, and deployment of the Genesys Cloud CX contact center solution (“Professional Services” or “Services”). This SOW describes the tasks that are to be provided by Implementer. Any applications or solutions not already implemented in APU’s current Genesys PureConnect Cloud (PureConnect) environment and not stated within this SOW will not be installed or configured. Any features (functionality) not in scope of this SOW will be left at their Genesys default or out-of-the-box values. In summary, if a requirement is not already implemented in APU’s current Genesys PureConnect environment and not stated in this SOW, it is assumed to be out of scope. 2 Executive Summary of Project

The City of Anaheim Public Utilities Department (APU) is embarking on a significant technological refresh by transitioning its contact center solution from Genesys PureConnect to Genesys Cloud CX (Genesys Cloud). This move allows APU to continue contact center operations and aims to enhance customer experience, streamline operations, and improve APU's communication infrastructure.

The City of Anaheim is a full-service city covering over 50 square miles and supporting more than 359,000 residents, 24,000 businesses, and 25 million visitors annually. The city is the largest in Orange County and tenth largest in California.

APU provides electric and water services to residents and businesses in the city . In addition to electric and water services, APU bills customers for other City department services including solid waste (trash) collection, street sweeping, sewer maintenance, and FireMedics subscription services. APU sends customers one combined “utility” bill for these municipal services.

APU is customer-focused, and the contact center solution is a critical system that enables the delivery of high-quality customer service.

Customer Service and other APU divisions currently use the Genesys PureConnect contact center solution for telephone communication, interactive voice response (IVR), collaboration, call interaction management, and other contact center functions. The Genesys PureConnect IVR receives on average 1,100 calls per day, including weekends. Of those calls, approximately 700 are routed to a Customer Service Representative (CSR) for a live conversation on weekdays during business hours.

Genesys announced that the PureConnect solution is approaching end of life, on 31 July 2025, and will no longer be supported. Genesys Cloud is the successor platform to PureConnect. This implementation project is to migrate APU from Genesys PureConnect to Genesys Cloud. Migration to Genesys Cloud is mutually beneficial because APU can upgrade and migrate its contact center solution to a supported Genesys Cloud Implementation Statement of Work

solution and Genesys can wind down support for a legacy solution from its historical catalog of products.

This mutual consideration is reflected in the fee arrangement for this Agreement. 3 Current / Future Environment
Implementer will migrate APU’s current Genesys PureConnect environment to the future Genesys Cloud environment in a like for similar fashion.

3.1 Current Environment
APU’s Genesys PureConnect environment is hosted in Genesys (Interactive Intelligence) data centers.

Genesys refers to this service as Cloud as a Service (CaaS). APU’s Genesys PureConnect environment uses the Remote Control Model (RCM). This delivery model does not require APU to host servers on its own premises. All application infrastructure components are provided within the Genesys data center facilities. APU only hosts a Genesys -provided MPLS router t o facilitate a private network connection between Anaheim and Genesys data centers. Below is the diagram of the current environment:

RCM Characteristics
Local hardware components IP phones, local PC and communication equipment (MPLS router)
Telephony circuits Genesys PureConnect provides (or contracts with a telephone carrier to provide) telephony services. Telephony circuits are terminated in CaaS (Genesys) data centers for media processing (recordings, voice mail, call analysis, etc.).

Genesys Cloud Implementation Statement of Work

Voice traffic All voice traffic (SIP and RTP) originates in CaaS data centers then traverses the private WAN connection to the APU’s network for termination.

Recordings Recordings are stored in CaaS data centers.

Application Connectivity
Type Requirement
Desktop applications – Interaction client - .Net
Edition and Interaction Center Business
Manager (ICBM)
Connectivity to CaaS must traverse the private
MPLS connection.

Terminal Services Remote Applications (TSRA)
– Interaction Administrator, Interaction
Attendant and ICBM
Connectivity to CaaS is provided via the public
Internet.

3.1.1 Telephony Environment
APU currently utilizes the Genesys PureConnect hosted Contact Center solution for phone, email and chat communications. Genesys currently provides the telephone carrier services for the PureConnect solution.

APU has approximately 73 Polycom VVX 311 VoIP phones, 32 of which have direct inward dialing (DID).

Features of this phone may be found at https://docs.poly.com/bundle/ucs-ag-5-9-0/page/r2547887.html.

Some customer service representatives (CSRs, aka Agents) use a USB based headset with mic connected to their Windows computer for audio calling (soft phone).

The APU Customer Service phone line is 714- 765-3300 which is answered by the Genesys PureConnect IVR system.

APU uses an outside service to handle the overflow of incoming calls when a maximum wait time threshold of 10 minutes is exceeded. The wait time threshold needs to be configurable by an APU -authorized staff member.

The Genesys PureConnect system is configured to allow forwarding phone calls to Agent mobile phones to allow remote use of the system.

3.1.2 Users
While the call center solution primarily serves the Customer Service Call Center, it also functions as a phone system utilized by users in other divisions for call recording, beep tone, and mirroring features. The table below identifies the number of users in each group, specifying whether the phone system serves as their main or backup system, along with the features they utilize.

Genesys Cloud Implementation Statement of Work

Group Quantity Main / Backup
Phone
Utilized Features
Customer Service Division 50 Main Most Contact Center solution features
Electric Operations 3 Backup Telephone use only; recording inbound and outbound calls with the
beep tone feature
Water Operations 6 Main Telephone use only; recording
inbound and outbound calls with the
beep tone feature. Two lines utilizing
Monitored Appearances for mirroring
feature
Integrated Resources 2 1 Main; 1
Backup
Telephone use only; recording
inbound and outbound calls with the
beep tone feature
APU has 13 Workgroups and 10 Roles in the Genesys PureConnect solution.

Workgroups Roles
• Call Center • Agent
• CallCenter • CustomerAdmin
• Call Center Emails • Supervisor
• CallCenterChats • Business User
• BeepToneUser • DialerAdmin
• Billing • Electric Utilities
• Credit • Water Utilities
• CallCenter_Test • Integrated Resources
• Call Center: Chats • Operator
• CompanyOperator • PartnerAdminRCM
• Operations Recordings
• PaymentIVRLoggingQueue
• SystemIVRTransferHub
Agents service multiple queues and are able to view queue status.

3.1.3 Genesys PureConnect Licenses
APU is currently contracted for the following Genesys PureConnect licenses.

Software Licenses Quantity
Preferred PureConnect – Contact Center Agent Fee 40
Basic Station – specific to the Radio solution 6
Business User Fee 20
Interaction Supervisor Add-on 15
Interaction Recorder Add-on *agents plus 6 for the Radio solution 46 Interaction Quality Manager Add-on (Scorecards) *agent & supervisors 15 Multi-Channel ACD Add-on *agents only 40
Interaction Feedback Add-on (Post-Call Surveys) *agents 40 Interaction Optimizer Add-on (Agent Scheduling) *agents and supervisors 55 Interaction Analyzer Add-on (Speech Analytics_ *agents and supervisors 40 Interaction Analyzer Language – US English *agents only 40 Additional System Language Pack – Spanish 1
Interaction Analyzer Language – Spanish 40
The following licenses are available to be assigned to users in the Genesys PureConnect Administrator software.

Genesys Cloud Implementation Statement of Work

Licenses
Interaction Feedback Access
Interaction Optimizer Access Real-Time Adherence
Interaction Optimizer Client Access
Interaction Optimizer Real-Time Adherence Tracking
Interaction Optimizer Schedulable
Interaction Quality Manager
Interaction Quality Monitoring Agent
Interaction Recorder Access
Interaction Recorder Client Access
Interaction Supervisor Plug-In: Historical Reporting
Interaction Supervisor Plug In: Interaction Dialer
Interaction Supervisor Plug-In: Systems Status
Interaction Supervisor Plug-In: Workgroup
Interaction Tracker Access

3.1.4 Computing Environment

3.1.4.1 End User Computers
APU users use desktop and laptop computers with the following minimum configuration. • Windows 10 Enterprise
• Intel Core i7 Processor
• 16 GB RAM Memory

3.1.4.2 WAN/Connectivity
APU connects to Genesys data center that hosts PureConnect via a private broadband connection through a MPLS router at APU’s site in Anaheim.

APU maintains two fiber-based broadband connections to the Internet with different Internet Service Providers. The current speed of these connections is 500 Mbps download and upload (and burstable to 1 Gbps).

The system architecture uses a hybrid network environment to support its Polycom VoIP phone connections. Some user VoIP phones (namely Customer Service division) are connected to a dedicated internal network for voice traffic, separate from the general City data network.

Other user VoIP phones are connected to the general City network that supports both voice and other computing traffic.

3.1.5 IVR Applications / Administration Tools
The PureConnect IVR provides callers 24x7 self-service access to billing and payment transaction history, pay-by-phone services and on-demand information such as consumption history, previous billing statements and scheduled meter readings. The IVR also allows callers to speak with CSRs during business hours for a variety of other topics and inquiries.

PureConnect system applications are accessed via the CaaS Applications web interface – Terminal Services Remote Access (TSRA). Users are assigned their own individual credentials by Genesys. The following applications are available in the PureConnect solution. Please note, all below applications can Genesys Cloud Implementation Statement of Work

be accessed via TSRA with the exception of ICBM Interaction Recorder and ICBM Interaction Dialer which run on local desktop computers.
• Interaction Administrator – the main application to facilitate the administration of: users, workgroups, phones, management of customer interaction types and add-on features. • Interaction Attendant – an application that allows the team to create simple or sophisticated auto attendant voice and IVR applications.
• Interaction Center Business Manager (ICBM) – an application that consists of management modules for: Interaction Recorder, Interaction Supervisor, Interaction Dialer, Interaction Optimizer, Interaction Quality Manager, Interaction Feedback and Interaction Reporter.

The Attendant is where the initial point is where call-control starts for the IVR.

3.1.6 Integration
The Genesys PureConnect IVR uses handlers (small, customized programs) to perform integration with other systems. The IVR uses web services to query customer information and facilitate pay -by-phone services. The IVR has the following integrations:
• Customer Information System (CIS)
• Payments
• Email

3.1.6.1 Customer Information System
APU’s Customer Information System (CIS) is enQuesta software provided by Systems and Software, a n operating unit of Harris Computer. The IVR issues SOAP web service calls to enQuesta to receive customer account information and submit requests. The IVR issued around 1,350 IVR API calls to enQuesta on a sample weekday in July 2024.

The enQuesta IVR SOAP application programming interface (API) provides general customer account information, billing and payment history, ability to submit requests, and other functions.

The diagram below shows the general IVR – enQuesta customer account information process flow.

Genesys Cloud Implementation Statement of Work

3.1.6.2 Payments
The Genesys PureConnect IVR calls APU’s contracted cloud payment processing service, Kubra, to submit and process payments. Kubra uses a REST web service API. The Kubra service returns payment status (e.g. approved / declined) back to the IVR. The IVR system accepts ACH and credit card payment methods.

Kubra posts the approved payments to APU’s on-premises iNovah cashiering system which, in turn, posts the payments to the enQuesta CIS system, applying them to their respective customer accounts.

The diagram below shows the general payment process flow.

IVR
Account
Entered
Customer Request Duplicate Bill,
Consumption History, Meter
Reading Dates or Credit Reference
Letter
Customer
Request
Balance
End
Respond
to User
Translate
to Voice
Receives
SOAP
response
enQuesta
Process
Request and
Respond
enQuesta
SOAP Web
Service
Customer
Request Bill &
Pay History
Genesys Cloud Implementation Statement of Work

3.1.6.3 Email
Genesys PureConnect is integrated with Anaheim’s Microsoft Outlook / Exchange email system. Email messages in the Customer Service Exchange mailbox are routed into a Genesys PureConnect queue for ACD Email skill. CSRs access messages in the queue. Once a CSR replies to an email message and disconnects from the interaction, the message gets sent and deleted from the queue and the Customer Service mailbox.

3.2 Future Environment
APU’s Genesys Cloud environment will be provided by Genesys and hosted in Amazon Web Services (AWS). Genesys Cloud is referred to as a Contact Center as a Service (CCaaS). It is licensed using a subscription model and does not require APU to host or maintain environment infrastructure. Genesys maintains the application services, and AWS maintains the underlying infrastructure.

3.2.1 Telephony Environment
APU will utilize the Genesys Cloud Contact Center Web-Based Desktop for phone, email, and chat communications at the Agent Desktop.

APU will use its existing Polycom VVX 311 VoIP phones and Windows computer headset soft phones with Genesys Cloud. Currently APU has 73 Polycom phones and plans to assign 61 to users with 12 available as spares. Approximately 32 Polycom phones will need to have DID phone numbers assigned.

The default voice transport for remote agent communications will be the WebRTC softphone embedded within the Genesys Cloud Desktop. WebRTC softphone may also be used in place of the Polycom phones for any agent desktop, at APU’s discretion.

Payment
Selected
iNovah
API
Kubra
API
Post
Payment
Repeat
Authorization
Code or
Advise
Declined
Process
Payment
Return
Approve/Disapprove
End
enQuesta
API
IVR
iNovah
enQuesta
Kubra
Payment
Information
Entered
User
Submits
Payment for
Authorization
Provide
Payment to
enQuesta
Post
Payment
to
Account
Genesys Cloud Implementation Statement of Work

APU will continue to use an outside service to handle the overflow of incoming calls when a maximum wait time threshold (currently configured as 10 minutes) is exceeded.

APU will need to be able to access the phone system remotely over the Internet. Agents must be able to log in from a remote location, with the same capabilities as being in the office. Remote agents will use the embedded WebRTC client for voice transport.

Additionally, user phones may be configured to forward to “private” numbers such as mobile phones . In this usage model agent users may continue to use the Genesys Cloud Agent Desktop with the phone device their Genesys Cloud number is forwarded to.

3.2.2 Users and Licenses
The table below identifies APU user groups and how they will use the Genesys Cloud solution, specifying whether the system serves as their primary or backup phone system, along with the features they utilize.

Group Quantity Main / Backup
Phone
Utilized Features
Customer Service 50 Main Most call center solution features Electric Operations 3 Backup Telephone use only; recording inbound and outbound calls with the beep tone feature as well
as Monitored Appearances for mirroring feature
Water Operations 6 Main Telephone use only; recording inbound and outbound calls with the beep tone feature as well
as Monitored Appearances for mirroring feature
Integrated Resources 2 1 Main;
1 Backup
Telephone use only; recording inbound and
outbound calls with the beep tone feature
APU will continue to have approximately 13 Workgroups and 10 Roles, as specified in Current Environment, Users section.

The table below identifies APU’s Genesys Cloud software licenses it will initially purchase, separate from this SOW.

Part Number Software License Type Quantity
PC-170-NV-USR3 Genesys Cloud CX3 (GC3) Named Users 501
PC-170-NV-USCOMSAP Communicate Phones 111
GCAFPPS-170-NV-SOAPA SOAP Adapter AppFoundry 1
Optional TBD:

PC-170-NV-PCSUDX
Optional TBD:

Mindful Feedback
AppFoundry - Add-on for
Post-Call Phone Surveys2
AppFoundry 50
1 The number of users may occasionally increase above this quantity (and be billed as monthly overages).
2 APU requires a Post-Call Phone Survey solution. APU issued a separate RFP for Genesys Cloud licenses, carrier services, and support services. The RFP solicited a Post-Call Phone Survey AppFoundry solution. The selected reseller proposed Mindful Feedback AppFoundry Add-on. Genesys also plans to Genesys Cloud Implementation Statement of Work

release a new Set Post-Flow Action for Post-Call Phone Survey capability included in the Genesys Cloud CX license. APU would like the Genesys Post-Flow Action solution implemented if release timing permits.

3.2.3 Integration
The Genesys Cloud IVR will integrate with the same systems as described in the Current Environment, Integration section.

The only difference is Genesys Cloud will need to call a different web service when accessing the CIS system. The new enQuesta web service is the Customer Billing API and also uses the SOAP API protocol.

The existing enQuesta IVR API will be unsupported in the future. The enQuesta Customer Billing web service provides the same capabilities as the enQuesta IVR API.

APU will provide Implementer the enQuesta and Kubra API specifications.

Genesys Cloud natively only support RESTFul Web Services using JSON notation. APU ’s enQuesta CIS Web Services are SOAP based. Implementer understands APU has opted to purchase the SOAP Adapter for Genesys Cloud. Implementer will enable the SOAP Adapter on APU’s Genesys Cloud Org with APU’s assistance to connect to the enQuesta SOAP based Web Services. This will require use of a n SSL certificate provided by APU to establish a secure connection. Implementer will install a client certificate in the Genesys Cloud environment and author the needed Web Service calls (referred to as “Data Actions” in Genesys Cloud) by making RESTFul calls to the properly configured Genesys SOAP adapter. 4 Deliverables
Implementer will deliver the services identified and incorporated into this SOW to migrate APU from the Genesys PureConnect solution to the Genesys Cloud solution in a “like-for-similar” fashion. "Like-for- similar" refers to implementing existing functionality and processes used by APU in Genesys PureConnect in Genesys Cloud in either the same or an acceptable alternative method that serves the same purpose and function. Any requirements not currently implemented in APU’s current PureConnect environment and not identified in this SOW are assumed to be out-of-scope and subject to a project Change Order as defined within the Change Management section of this document. All services will be performed remotely. There will not be any travel.

This SOW includes standard Genesys professional services referred to as “packages” and “use cases” used to implement Genesys Cloud. The SOW specifies some of APU’s specific requirements; however, all existing functionality and processes used by APU in Genesys PureConnect shall be considered in- scope requirements for Genesys Cloud, whether specified in the SOW or not. The project Services includes a Discovery task to review APU’s environment and gather requirements for the implementation.

This SOW specifies estimated quantity of configuration items and effort (time) for certain requirements / tasks. These are estimates to provide rough order-of-magnitude expectations. However, Implementer will configure the actual number of configuration items and provide the actual effort required to meet “like for similar” scope at the fixed cost specified herein.

4.1 Genesys Cloud Services
Genesys Cloud Foundational Services

4.1.1 Genesys Cloud Base Package

4.1.1.1 Project Management
Implementer will lead and manage the project to migrate APU from the Genesys PureConnect contact center solution to the Genesys Cloud solution. Included in this activity are :

Genesys Cloud Implementation Statement of Work

• Project Management
• Develop a mutually agreeable Project Plan with input and review from Customer. Project Plan will identify required project tasks, assigned resources, dates, and dependencies • Oversee and manage project work
• Communicate task and project status with Customer project manager • Escalate issues as necessary

4.1.1.2 Discovery & Design
Included in this package are:
• Kickoff Session
• Introduce the Implementer team, discuss engagement timeline and review Cloud readiness • Requirements Sessions to review APU’s current environment and align requirements with the Genesys Cloud solution
• Estimated at no more than eight (8) hours of Discovery and Requirements session(s) with a dedicated remote resource to gather functional requirements • Completion of relevant Functional Worksheet(s)
• Prepare a Design document that includes the planned Genesys Cloud, Infrastructure, Integration, and Genesys Cloud Voice configuration

4.1.1.3 Genesys Call Routing

Queue
Included in this package is configuration of estimated twenty (20) queues, with:
• Configure estimated at no more than eleven (11) skills and estimated at no more than fifty (50) wrap-up codes as provided by Anaheim
• Service-Level Agreement configuration
• Alerting timeouts
• Queue Membership
• Standard routing configuration(s)

4.1.1.4 People and Workspaces
Included in this package is the configuration of users with the following:
• Roles – estimated at no more than thirteen (13)
• ACD Skills – estimated at no more than eleven (11)
• Queue Membership
• Phone set-up and provisioning: estimated at 61 VoIP Phones and no more than one (1) VOIP Phone and one (1) mobile phone per user
• DID assignment and extensions (estimated at no more than 1 per user) • Estimated at no more than Two (2) Workspace creations

4.1.1.5 Transfer of Information
Included in this package are:
• Estimated to not exceed eight (8) hour Administrator and Supervisor transfer of information session with a remote resource
Genesys Cloud Implementation Statement of Work

• Implementer will work with APU to develop an End User training schedule. This will include multiple repeat sessions for Agents (CSRs) and a single session each for the other divisions who will use Communicate (Water Operations, Electric Operations, and Integrated Resources).
• Estimated to not exceed sixteen (16) hours of End User and Agents training sessions with a remote resource on the Genesys Cloud solution as configured for APU. • Transfer of information of the Genesys Cloud environment and implementation to an authorized Genesys VAR selected from an APU RFP process. Post Implementation Support transition and knowledge transfer will occur during the 30 days after Go Live. The VAR will become APU’s lead Genesys Cloud support resource 30 days after Go Live.

4.1.1.6 Data Conversion
Included in this package are:
• Convert the most recent 24 months’ worth of APU Genesys PureConnect customer interaction data to Genesys Cloud active storage.
• Convert the remaining of APU Genesys PureConnect customer interaction data up to 6 years to Genesys Cloud archival storage.
• Interaction data is the solution data from customer exchanges such as, but not limited to, phone calls, emails, chats, post-call survey answers, and interaction detail records. • Perform at least 2 conversions: one prior to UAT and one at cut-over Go-Live.

4.1.1.7 Data Retention
• Develop a process where interaction data is active and accessible online for 24 months and archived beyond 24 months up to 7 years.
• Develop and provide instruction on the archival process. • Develop a process and provide instruction on how to restore archived data.

4.1.1.8 User Acceptance Testing (UAT) Planning & Support Included in this package are:
• A named (remote) resource to support APU’s execution of UAT. The duration of UAT will be determined during the project plan development. Implementer resource will support UAT effort to not exceed forty (40) hours over the duration of UAT during APU’s normal operating hours.
• Identification of User Acceptance Testing objectives
• Provide best practices guidance for UAT test plan creation (e.g., schedules, test case development, and test execution)
• Defect remediation during test execution

4.1.1.9 Go Live Planning & Support
Included in this package are:
• A named (remote) resource to conduct cut-over and go-live activities with APU, to not exceed forty (40) hours.
• Development of a Go-Live Plan document that identifies cut-over tasks and schedule required to make the Genesys Cloud solution live for production use. Cut-over will include performing the final PureConnect data conversion to the Genesys Cloud solution. Cut -over will occur outside of APU’s normal operating hours.

Genesys Cloud Implementation Statement of Work

• The Cut-over and Go Live schedule will be mutually agreed upon between the Parties. • Successful completion of UAT with no “Show Stopper” or high priority issues is a prerequisite for Go-Live. A Show Stopper issue is one in which the solution or a critical component of the solution does not function properly, impedes ability to conduct business or provide customer service, and there is no acceptable workaround. A high priority issue is an issue with part of the solution that has a considerable impact on the business or customer experience without an acceptable workaround.
• Go-Live Support, defect/issue management, and end-user assistance

4.1.1.10 Post-Implementation Support
• Implementation Support: This is a remote, 30-day service with Implementer to provide ongoing operational and technical support for APU’s live Genesys Cloud solution. Includes access to implementation resources and Concierge Services for thirty (30) calendar days, not to exceed eighty (80) hours in total, after go-live. This will provide, but not limited to further go-live support, defect/issue management, and end-user assistance with a named, remote, Genesys resource.
• Concierge Service: Provides the ability to send messages that are non-critical in nature directly to Concierge Lead who will respond to Customer requests for assistance in using the Genesys Cloud solution. This service provides up to twenty (20) minutes daily, during Anaheim business hours for check-ins with Customer contact to support the Genesys Cloud solution and assist with configuration questions

Assumptions:

APU will sele ct an authorized Genesys VAR from a n APU RFP process to provide support services for the Genesys Cloud environment. Transition from Implementer P ost-Implementation Support to the VAR will occur during the 30 days after Go Live. The VAR will become APU’s lead Genesys Cloud support resource 30 days after Go Live.

4.1.1.11 Genesys Cloud Infrastructure Service
Implementer will deliver the following items as part of a Genesys Cloud Infrastructure Service:

1. Infrastructure Advisory Service: Implementer will provide an Advisory Service with customer technical resources to present Genesys Cloud VoIP streaming options (WebRTC, SIP, Genesys Cloud Voice) and advise on best practice infrastructure configuration for Genesys Cloud and Genesys Cloud Voice.

2. Firewall Configuration Requirements: Implementer will consult with customer to present the requirements for successful communications through the customer firewall/infrastructure to Genesys Cloud communications endpoints (AWS, local edges, Internet domains, etc.).

3. Genesys Cloud System Integration Test (SIT) Assistance (VoIP) Genesys Cloud System Integration testing will be performed to verify successful communications to Genesys Cloud infrastructure endpoints for seamless streaming VoIP audio.

System Integration Testing (VoIP) will entail the following:

1. Test ability to place and receive calls with bi-directional audio Genesys Cloud Implementation Statement of Work

2. Troubleshoot communications issues related to successful streaming audio

3. Troubleshoot/verify SIP/WebRTC audio to Genesys Cloud communications endpoints

4. Perform packet analysis to troubleshoot/isolated Genesys Cloud Communications issues

Customer Responsibilities
Any recommendation Implementer provides to deploy and/or remediate identified communications issues will be based on general best practices for deploying Genesys Cloud.

Customer is responsible for evaluating the risk of applying these recommendations within their own environment and effecting any changes within their own network.

4.1.1.12 Audio Quality Assessment
The Audio Quality Assessment is designed to validate the production network for high quality voice performance. The assessment tests the voice paths to confirm end-to-end network metrics, mitigating the risk to audio quality.

Engagement Structure
This is a tailored, remote engagement to analyze the Customer infrastructure to determine and baseline expected Mean Opinion Score (MOS) and other critical network metrics. Typical engagement is as follows.
• Audio Quality Assessment kick off call
• Customer identifies test locations
• Customer returns requested network documentation to Implementer • Implementer provides probe access details
• Implementer confirms access data collected by probe
• Implementer Begins Audio Quality Assessment
• Implementer notifies Customer of Assessment results
• Assessment report prepared by Implementer
• Final report delivered to customer

Prerequisites
• Network is configured to recommended Genesys Cloud customer network readiness standards found here (https://help.mypurecloud.com/articles/customer-network-readiness/) • Full Duplex enabled on all network devices
• Adequate Internet bandwidth is available
• Customer provided test PC’s can access URL provided for probes

4.1.2 Base Integrations

4.1.2.1 Base Integrations
Customer has elected to enhance its Genesys Cloud Instance with the Basic Integration – Single Sign-on (SSO) Service Package. Included in this package are:
• Add (1) standard SSO integration – Anaheim’s Microsoft Azure ADFS • Receive assistance with SSO provider configuration
• Configure Genesys Cloud SSO settings
• Test user authentication
Genesys Cloud Implementation Statement of Work

4.1.2.2 Basic Integration - Genesys Cloud AppFoundry Integration - SOAP Adapter Included in this package are:
• Integration installation assistance for estimated at no more than two (2) AppFoundry applications
• Estimated to not exceed eight (8) hours of assistance with authorization, authentication, configuration, and basic testing of the integration in Genesys Cloud • Specific configuration of third-party application settings is not in scope

The Genesys Cloud IVR will be integrated with the enQuesta CIS and Kubra online payment systems.

The integration for Genesys Cloud to these systems will be “like for similar” except the CIS integration will use the enQuesta CustomerBilling API instead of the enQuesta IVR API. This is a SOAP API.

Kubra payment service API is a RESTful API, so it will not require a SOAP Adapter.

Security certificates need to be implemented for integration with APU CIS system and, possibly, with the Kubra payment service.

SOAP Adapter subscription is not included as a part of this SOW. APU will purchase this separately from a Genesys reseller through APU’s RFP process. For SOAP Adapter subscription terms and conditions, refer to the corresponding ordering document.

4.1.3 Test Division
Implementer will create a test Division within APU Genesys Cloud Org (environment) with duplicated configuration, where applicable / practical, from the production Division(s). The test Division can be used for APU to test future business rule and configuration changes without affecting the production operation.

4.2 Genesys Use Cases

4.2.1 Genesys CRM (enQuesta) Collaboration (OP02)
Implementer will integrate Genesys Cloud with APU’s S&S enQuesta CIS (aka CRM) . The IVR will request the following services from enQuesta.
• Customer Balance
• Customer Bill
• Payment History
• Duplicate Bill
• Consumption History
• Meter Read Dates
• Credit Reference Letter
The enQuesta CIS uses the SOAP API. Genesys Cloud will require use of the AppFoundry SOAP Adapter to access enQuesta.

4.2.1.1 CRM Collaboration Call Flow - Inbound (OP02)
Included in this package are:
• Configure or enhance estimated at no more than two (2) Call Flows Genesys Cloud Implementation Statement of Work

• Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls • Simple screen pops included ( estimated at no more than one (1) page showing text and/or attributes)
• Estimated at no more than seven (7) Tasks

4.2.1.2 CRM Collaboration (caller phone lookup) Web Services Data Action - Configurable Data Action (OP02)
Included in this package are:
• Addition of estimated at no more than one (1) data action • Definition and configuration of interfaces between Genesys Cloud and external web service o Estimated at no more than twenty-five (25) combined input and output fields • Testing the configured data action

4.2.1.3 CRM Collaboration (caller alternate lookup) Web Services Data Action - Configurable Data Action (OP02)
Included in this package are:
• Addition of estimated at no more than (1) data action • Definition and configuration of interfaces between Genesys Cloud and external web service o Estimated at no more than twenty-five (25) combined input and output fields • Testing the configured data action

4.2.1.4 CRM Collaboration (object lookup) Web Services Data Action - Configurable Data Action (OP0)
Included in this package are:
• Addition of estimated at no more than (1) data action • Definition and configuration of interfaces between Genesys Cloud and external web service o Estimated at no more than twenty-five (25) combined input and output fields • Testing the configured data action

4.2.1.5 CRM Collaboration Queue (OP02) (2)
Included in this package are:
• Estimated at no more than eleven (11) skills and no more than fifty (50) wrap-up codes • SLAs
• Alerting timeouts
• Membership

4.2.1.6 CRM Collaboration Script (OP02)
Included in this package are:
• Configuration of estimated at no more than one (1) script • Includes simple Inbound/Outbound or Screen Pop using user created variables, estimated at no more than twelve (12) screens
• Script can update data or call list

Genesys Cloud Implementation Statement of Work

4.2.2 Genesys Voice Services (OP04)
APU will use Genesys Cloud Voice for this telephone carrier service. Implementer will facilitate migration from Genesys PureConnect carrier service to Genesys Cloud Voice service and will configure Genesys Cloud to use Genesys Cloud Voice.

4.2.2.1 OP04 Voice Services - Genesys Cloud Voice
Included in this package are:
• Provisioning of estimated at no more than (2) Sites
• Provisioning of estimated at no more than (10) Locations • Configure Number Plans and Classifications
• Configure Outbound Routes
• Testing of overall configuration along with Inbound and Outbound Call testing • Configure Genesys Cloud SIP trunks and related telephony configuration to use Genesys Cloud Voice telephone carrier service
• Port / migrate APU telephone numbers from the current Genesys PureConnect carrier to Genesys Cloud Voice
• Configure up to 72 Polycom VVX 311 VoIP phones on Genesys Cloud to use Genesys Cloud Voice for dial-tone service
• Configure / assign estimated up to 32 DID phone numbers to users / VoIP phones

4.2.3 Genesys Voice Payment (CE08)
Genesys Voice Payment enables APU to use Payment Capture capabilities to provide PCI PA- DSS certified payments out-of-the-box (PCI PA-DSS = Payment Card Industry - Payment Application Data Security Standard). Dynamic treatment is applied so that only relevant questions for the card are asked. The use case can be deployed in fully automated or agent-initiated mode.

This package will include configuration for APU to accept and process the following payment methods securely over IVR with integration to APU’s web payment service, Kubra. • Credit Card
• ACH (Check)
Credit card payments are to comply with PCI PA-DSS and ACH with National Automated Clearinghouse Association (NACHA) standards, rules, and regulations.

Genesys Cloud IVR Payment functionality will be implemented in two phases – Interim IVR Payment Processing and Full Genesys Cloud IVR Implementation with Payment Processing.

4.2.3.1 Interim IVR Payment Processing
Genesys and APU desire to transfer collecting and processing of IVR payments from APU’s current Genesys PureConnect IVR to Genesys Cloud IVR (Interim Payment Processing) as soon as possible, prior to APU’s full implementation of Genesys Cloud. The Interim Genesys Cloud IVR Payment Processing go live objective is by October 23, 2024.

After Implementer provision’s APU’s Genesys Cloud Org, Implementer will build a Genesys Cloud IVR Payment flow with integration to APU’s Kubra payment processing service.

APU will purchase a new Genesys Cloud Voice DID phone number to use as the interim phone number for the new APU Genesys Cloud IVR.

Genesys Cloud Implementation Statement of Work

APU will have its existing Genesys systems integrator work with Genesys Support to modify APU’s existing Genesys PureConnect IVR to transfer calls requesting to make payment to APU’s new Genesys Cloud IVR Payment flow. The existing Genesys PureConnect IVR will validate a caller’s utility account number, obtain payment amount and payment method (credit card or bank account), and transfer the call with that information via DTMF to the Genesys Cloud IVR .

Genesys Cloud IVR will receive the transferred call, prompt and collect payment card or bank account information (depending on payment method) from caller (detailed requirements to be determined such as confirmation of number entered), submit the payment to the Kubra API, receive back a payment authorization status, acknowledge to the caller the status of the payment authorization, and offer to end the call or return to the main menu. The selection to return to the main menu will transfer the call back to the Genesys PureConnect IVR main menu.

4.2.3.2 Full Genesys Cloud IVR Implementation with Payment Processing The Interim IVR Payment Processing will be in place until the full Genesys Cloud IVR Implementation Go Live which completely replaces use the of the Genesys PureConnect IVR.

The Interim Genesys Cloud IVR Payment flow may need to be modified to fit into the proper context of the Genesys Cloud IVR menu and call flows.

4.2.3.3 Voice Payment Script (CE08)
Included in this package are:
• Configuration of estimated at no more than two (2) scripts • Includes simple Inbound/Outbound or Screen Pop using user created variables, estimated at no more than twelve (12) screens
• Script can update data or call list

4.2.3.4 Card Capture Web Services Data Action - Configurable Data Action (CE08) Included in this package are:
• Addition of estimated at no more than two (2) data actions • Definition and configuration of interfaces between Genesys Cloud and external web service o Estimated at no more than thirty-four (34) combined input and output fields • Testing the configured data actions

4.2.3.5 Process Payment Web Services Data Action - Configurable Data Action (CE08) Included in this package are:
• Addition of estimated at no more than two (2) data actions • Definition and configuration of interfaces between Genesys Cloud and external web service o Estimated at no more than thirty-four (34) combined input and output fields • Testing the configured data actions

4.2.3.6 Payment Result Web Services Data Action - Configurable Data Action (CE08) Included in this package are:
• Addition of estimated at no more than two (2) data actions • Definition and configuration of interfaces between Genesys Cloud and external web service o Estimated at no more than thirty-four (34) combined input and output fields Genesys Cloud Implementation Statement of Work

• Testing the configured data actions

4.2.3.7 Voice Payment Secure Call Flow (CE08)
Included in this package are:
• Configure estimated at no more than two (2) Call Flows • Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls • Simple screen pops included (estimated at no more than one (1) page showing text and/or attributes)
• Configure screen pop or display showing why a payment through the IVR failed when a call is transferred to Agent from IVR
• Create a button/function for Agents to transfer a caller into the Payment IVR call flow for ACH and credit card payments. These are currently buttons on the PureConnect My Interaction screen.
• Estimated at no more than five (5) Tasks.*

* A Task, as defined by Genesys, does not perform any actions within the call flow. It is a container for a group of sequential actions. A common Task example, but not limited to, is a caller enters an account number, a database is queried and returns a value.

4.2.4 Genesys Email Routing (CE16)
The Genesys Cloud environment will integrate with Anaheim Microsoft Outlook / Exchange mail system for email routing and handling. This integration will occur with the APU Customer Service Exchange mailbox.

4.2.4.1 CE16 Queue
• Configure estimated at no more than two (2) email queues • Configure estimated at no more than eleven (11) Skills and no more than fifty (50) Wrap-up codes
• Configure SLAs for each email queue
• Configure alerting timeouts for each email queue
• Configure email queue membership
• CSRs will access messages in the email queue(s). Once a CSR replies to an email message and disconnects from the interaction, the message will be deleted from both the Genesys queue and the Customer Service Exchange mailbox. • Integrate Microsoft Outlook / Exchange contact lists with Genesys Cloud.

4.2.4.2 Email Call Flow (CE16)
Included in this package are:
• Configure estimated at no more than two (2) Email Call Flows • Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls to create appropriate and existing routing logic for inbound customer queries • Simple screen pops included (estimated at no more than one (1) page showing text and/or attributes)

Genesys Cloud Implementation Statement of Work

4.2.4.3 Media Routing (CE16)
Included in this package are:
• Limited to two (2) email domains
• Configuration of email address routing to match existing email routing logic for estimated to no more than one (1) email source
• Implementer will integrate with Anaheim’s Microsoft Outlook / Exchange email system. Email messages in the Customer Service Exchange mailbox should be routed into a Genesys queue for ACD Email skill.

4.2.5 Genesys Chat Routing (CE18)

4.2.5.1 CE18 Media API Consult - Web messaging
Included in this package are:
• One (1) consultation session not to exceed three (3) hours with a remote Digital Media Channels API Consultant supporting the deployment of web messaging • Consultation and configuration assistance for agent roles and permissions, estimated at no more than one (1) digital channel deployment, and estimated no more than one (1) digital channel JavaScript widget, including queue and skill routing options, and estimated at no more than three (3) custom data fields.
• Review of configured settings and findings to be delivered following the consultation session.

4.2.5.2 CE18 Message Flow
Included in this package are:
• Configure estimated at no more than five (5) Chat Message Flows • Usage of Built-in variables (Subject, Body, etc.) with simple String function calls • Simple screen pops included (estimated at no more than one (1) page showing text and/or attributes)

4.2.6 Genesys Personalized Call Routing with Callback (CE43)

4.2.6.1 Basic Call Routing - IVR Schedule
Included in this package are:
• Configuration of estimated at no more than five (5) IVR Schedules o Create and Associate Schedule Group
o Assign Called Addresses
o Associate IVR Profiles (Flows)

4.2.6.2 Callback Option - Call Flow - In-queue
Included in this package are:
• Configure estimated at no more than two (2) Call Flows • Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls • Simple screen pops included (estimated at no more than one (1) page showing text and/or attributes)

Genesys Cloud Implementation Statement of Work

4.2.6.3 Personalized Routing Option - Call Flow - Inbound • Configure estimated at no more than ten (10) Call Flows • Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls • Simple screen pops included (estimated at no more than one (1) page showing text and/or attributes)
• Configure, estimated at no more than five (5), Tasks

4.2.6.4 Personalized Routing Option - Call Flow - Outbound • Configure outbound auto-dialer capabilities. Auto-dialer capabilities must include the ability to connect to a live agent if the customer answers the call; else play a recorded message if the call goes to customer voicemail.

4.2.6.5 Basic Call Routing - Queue
• Configure estimated at no more than eleven (11) Skills and no more than fifty (50) Wrap-up codes. The following are APU’s Skills:
o 311
o Spanish 311
o English
o Spanish
o Courtesy Calls
o Write-Off
o EAP/EXT
o Non-temp
o Email
o Chat
o Solar

• Configure SLAs
• Configure Alerting timeouts
• Configure Membership

4.2.6.6 Personalized Routing Option - Script
Included in this package are:
• Configuration of estimated at no more than one (1) script • Includes simple Inbound/Outbound or Screen Pop using APU-created variables, estimated at no more than twelve (12) screens
• Scripts can update data or call list

4.2.6.7 Basic Call Routing - Call Flow - Inbound (Open) Included in this package are:
• Configure estimated at no more than ten (10) Call Flows • Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls • Simple screen pops included (estimated at no more than one (1) page showing text and/or attributes)
• Estimated at no more than five (5) Tasks
• Configure Genesys Cloud to receive calls from City’s 311 IVR to Genesys Cloud Call Center queue. These calls to show the original caller number.

Genesys Cloud Implementation Statement of Work

4.2.6.8 Personalized Routing Option - Web Services Data Action - Configurable Data Action (ID) Included in this package are:
• Addition of estimated at no more than one (1) data action • Definition and configuration of interfaces between Genesys Cloud and external web service
o Estimated at no more than thirty-four (34) combined input and output fields • Testing the configured data actions

4.2.6.9 Basic Call Routing - Call Flow - Inbound (Closed, Holiday, Emergency) Included in this package are:
• Configure estimated at no more than ten (10) Call Flows • Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls • Simple screen pops included (estimated at no more than one (1) page showing text and/or attributes)
• Configure estimated at no more than five (5) Tasks

4.2.6.10 Personalized Routing Option - Web Services Data Action - Configurable Data Action (Verify)
Included in this package are:
• Addition of estimated at no more than one (1) data action to verify caller identity • Definition and configuration of interfaces between Genesys Cloud and external web service
o Estimated at no more than thirty-four (34) combined input and output fields • Testing the configured data action

4.2.6.11 Configure Call Routing to CallNet
• Configure calls to transfer to APU’s offsite third-party call center service, CallNet, to handle the overflow of incoming calls when the maximum configurable wait time threshold is exceeded. The current wait time threshold is 10 minutes, but this should be configurable by an APU IVR administrator or supervisor.
• Configure an emergency option / call flow to transfer all calls to CallNet when APU needs.

This will be activated by an APU IVR administrator or supervisor.

4.2.6.12 Configure Communicate Users
Configure an estimated eleven (11) Communicate Users with Polycom VoIP phones with the following capabilities:
• Record inbound and outbound calls with the beep tone feature • Monitored Appearances for mirroring feature for select phones (currently 2 in Water Operations)

4.2.6.13 Four (4) Digit Extension
Configure ability to transfer calls to and from the City’s telephone system using a four (4) digit extension and provide name and number of caller.

Genesys Cloud Implementation Statement of Work

4.2.7 Quality Assurance and Compliance (WE01)

4.2.7.1 WE01 base package for estimated at no more than 75 agents The Use Case includes:

Preparation: The Implementer Consultant will conduct an introductory conference call to assess the Customer’s readiness for the Genesys Cloud Quality Assurance and Compliance deployment, outline the methodology, which is designed to communicate the implementation process to Customer’s stakeholders. The introductory call will also identify any action items that need to be addressed and schedule a remote discovery meeting.

Requirements Discovery: The Implementer Consultant will conduct the Remote discovery workshop with a subset of the stakeholders and key quality resources to educate on the fundamentals of Quality Management and Compliance and walkthrough a product demonstration highlighting the features in Genesys Cloud.

Learning: The Implementer Consultant will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool. These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: APU Customer Service Management and analysts will participate in Remote guided configuration session(s) that covers the hands-on usage of Genesys Cloud Quality Assurance and Compliance in the customer production environment. Consultant will work with APU participants on implementing their Quality Management strategy developed through the requirements discovery workshop.

Follow-up Consulting: Upon completion of the Learning and Guided Configuration, the Implementer Consultant will be available to the Customer for ad-hoc remote consultation for a period of up to 30 days after Go Live.

Deliverables:
• Remote Discovery Workshop
• Remote Product Demonstration and identification of outstanding customer decisions required for solution configuration
• Remote Learning
• Guided configuration of Quality Management forms and system policies (aka rules) in the APU instance of the Genesys Cloud system (referred to as “Customer Org”). • Guided configuration of Speech and Text Analytics topics, phrases, and programs in the Customer Org.
• Guided configuration of post call web-based survey forms and system policies in the Customer Org.
• At the conclusion of the Learning and Guided Configuration, the Customer will have demonstrated proficiency in Quality Management and Compliance fundamentals. • Follow-Up Remote support for a period of up to 30 days.

Assumptions:
• Recording must be enabled and configured for Quality management. • Recording must be deployed to enable voice transcription.

Genesys Cloud Implementation Statement of Work

• APU must have a configured survey flow in order to use the web-based survey forms. • Services consist of training, guidance, and configuration support of the customer’s Genesys Cloud production system.

4.2.7.2 WE01 Speech and Text Analytics
The Use Case includes:

Preparation: The Implementer Consultant will conduct an introductory conference call to assess the Customer’s readiness for the Genesys Cloud Speech and Text Analytics ("STA") deployment, outline the methodology, which is designed to communicate the implementation process to the Customer’s stakeholders. The introductory call will also identify any action items that need to be addressed and schedule the Remote discovery meeting.

Requirements Discovery: The Implementer Consultant will conduct the remote discovery workshop with a subset of the stakeholders and key resources to educate on the fundamentals of Speech and Text Analytics and Sentiment Analysis, identifying KPIs to pursue, which will build the foundation of Implementer’s engagement. A product demonstration highlighting the features in Genesys Cloud will be reviewed in the workshop.

Learning: The Implementer Consultant will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool. These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: Speech and Text Analytics Administrators and Analysts will participate in remote guided configuration session(s) that covers the hands-on usage of Genesys Cloud Speech and Text Analytics in the customer production environment. Implementer will work with Customer to implement the Speech and Text Analytics strategy developed through the requirements discovery workshop, focusing on the KPIs to be tracked and provide detailed tuning and validation of the topics and phrases to ensure accurate and actionable data is achieved.

APU desires to track the following KPIs:

Calls
• Average Speed of Answer (ASA)
• Average wait time
• Call Handle Time
• Average Call Handle Time
• Service Level (%)
• Abandonment Rate (%)
• Average abandoned time
• Average Calls per Hour
• Total Calls Offered
• Total Calls Answered
• Average Calls Offered Daily
• Average Calls Answered Daily
Emails and Chats
• Total offered/answered
Genesys Cloud Implementation Statement of Work

• Total Handle Time
• Average Handle Time
Follow-up Consulting: Upon completion of the learning/guided configuration, the Implementer Consultant will be available to the Customer for ad-hoc remote consultation to review insights found in relation to the KPI(s) and provide support and recommendations on areas to focus on for a period of up to 30 days after go-live.

Deliverables:
• Remote Discovery Workshop
• Product Demonstration and identification of outstanding customer decisions required for solution configuration
• Remote learning/guided configuration of Speech and Text Analytics topics, phrases, and programs in the in the Customer Org.
• Guided configuration of Sentiment Analysis in the Customer Org. • Assistance on building custom topics focused on the targeted KPIs • Provide detailed tuning support of the topics and phrases outlined during the discovery workshop.
• Assistance and recommendations on insights identified on customer interactions. • At the conclusion of the learning/guided configuration, the Customer will have demonstrated proficiency of Speech and Text Analytics fundamentals.
• Follow-Up Remote support for a period of up to 30 days after go-live.

Assumptions:

Services consist of learning/guided configuration and guidance to support configuration of the customer’s Genesys Cloud production system.

For WE01 Speech and Text Analytics, APU must have a GC3 license or have the WEM add-on to allow the quality management features, including speech and text analytics and web- based surveys.

Recording must be deployed to enable voice transcription.

Genesys must support the desired language(s) for Topic/Phrases/Programs.

4.2.7.3 WE01 Post Interaction Web Survey
The Use Case includes:

Preparation: The Implementer Consultant will conduct an introductory conference call to assess the Customer's readiness for the Genesys Cloud Customer Survey deployment. The goal of the call is to outline the methodology and communicate the implementation process to the Customer Engagement team. The call will identify any action items that need to be addressed and schedule the Remote discovery meeting.

Requirements Discovery: The Implementer Consultant will conduct the Remote discovery workshop with a subset of the Customer Engagement team to identify priorities and to educate on the fundamentals of Surveys in Genesys Cloud. The Implementer Consultant will also provide a product demonstration highlighting the features in Genesys Cloud that can be used to achieve the objectives.

Genesys Cloud Implementation Statement of Work

Learning: The Implementer Consultant will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool. These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: Customer Engagement Administrators/Managers will participate in remote session(s), not to exceed four (4)-hours, that covers the hands-on usage of Genesys Cloud Surveys in the customer production environment. Implementer will work with Customer to implement the strategy developed through the requirements discovery workshop.

Follow-up Consulting: Upon completion of the Learning and Guided Configuration, the Implementer Consultant will be available to the Customer for ad-hoc remote consultation for a period of up to 30 days after go-live to ensure that the implementation is successful and to provide ongoing support.

Deliverables:
• Remote discovery workshop
• Product demonstration and identification of outstanding customer decisions required for solution configuration
• Remote Learning
• Configure estimated at no more than one (1) survey invite flow. • Guided configuration of post call web-based survey forms and system policies in the Customer Org.
• Assist in configuration of canned responses.
• At the conclusion of the Learning and Guided Configuration, the Customer will have demonstrated proficiency in Customer Survey fundamentals. • Follow-Up remote support for a period of up to 30 days after Go Live.

Assumptions:
• For WE01 Customer Surveys, APU must have a GC3 license or have the WEM add-on to allow the survey features.
• Advanced survey invite flows are the responsibility of the customer with Genesys assistance.
• This delivery assumes APU is using the external contacts to obtain the customer information. If APU uses another method and/or 3rd party CRM tool, then Implementer assumes participant data is being parsed into Genesys Cloud or a connection to the data is already made.
• Services consist of training and guidance to support configuration of the customer’s Genesys Cloud production system.
• APU may forego this use case, to be determined.

4.2.7.4 Post-Call Phone Survey
The Use Case includes:

Implementer will configure the IVR to prompt callers prior to speaking with an agent on whether the caller wants to participate in a post-call survey. If the caller elects to participate, the solution will begin a phone survey after the agent leaves the phone call.

Genesys Cloud Implementation Statement of Work

The post-call phone survey will be built / configured either using the capability of Genesys Cloud CX, including a beta release, or a third-party AppFoundry solution selected by APU from the separate RFP process to purchase Genesys Cloud license.

Survey results will be stored in the Genesys Cloud solution and able to be reported on.

Surveys should be associated with agents for reference in Employee Performance module.

4.2.8 Resource Management (WE02)

4.2.8.1 WE02 base package for estimated at no more than 75 agents The Use Case includes:

Introduction: The Consultant will conduct an introductory conference call to assess the Customer’s readiness for the Genesys Cloud Workforce Management (WFM) deployment, identify any action items that need to be addressed, plan the kick-off agenda, and schedule the Remote kick-off meeting.

Kick-off: The Consultant will conduct the Remote kick-off session, which is designed to communicate the implementation process to the Customer’s stakeholders and to describe project roles. The Consultant will then take a subset of the stakeholders through a requirements discovery workshop. This workshop will begin with education on the fundamentals of workforce scheduling and a product demonstration. The strategy developed in this stage will be used in several stages to follow as a guide against stated goals.

Learning: The Implementer Consultant will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool. These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: Scheduling Administrators and Contact Center Managers will participate in a remote guided configuration session that covers the hands-on usage of Genesys Cloud WFM in the customer production environment. Implementer will work with Customer to implement the planning strategy developed through the requirements discovery workshop.

Upon completion of the Guided Configuration the Consultant will be available to the Customer for ad-hoc remote consultation for a period of up to 30 days after go-live.

Deliverables:
• Discovery Workshop, Learning and Guided Configuration • Product demonstration and identification of outstanding customer planning decisions required for solution configuration
• Guided configuration of workforce planning business rules in the production system, production forecast, and schedule.
• At the conclusion of the Learning and Guided Configuration, the Customer will have demonstrated proficiency of workforce planning fundamentals. • Up to sixteen (16) hours of on-Going remote support.

Assumptions:

Genesys Cloud Implementation Statement of Work

• Services are proposed for a single Business Unit configured within Genesys Cloud WFM .

However, services may be used to schedule resources in multiple locations, i.e., remote agents.
• Services consist of learning experiences and guidance to support configuration of the customer’s Genesys Cloud production system.

4.2.9 Employee Performance (WE03)

4.2.9.1 WE03 base package for estimated at no more than 75 agents The Use Case includes:

Preparation: The Implementer Consultant will conduct an introductory conference call to assess the Customer’s readiness for the Genesys Cloud Employee Performance deployment, outline the methodology, which is designed to communicate the implementation process to the Customer’s stakeholders. The introductory call will also identify any action items that need to be addressed and schedule the remote discovery meeting.

Requirements Discovery: The Implementer Consultant will conduct the remote discovery workshop with a subset of the stakeholders and key performance management resources to educate on the fundamentals of gamification and learning modules on employee performance as well as how to successfully implement and adopt the employee experiences and employee development journey in Genesys Cloud. The Implementer Consultant will walkthrough a product demonstration highlighting the features in Genesys Cloud.

Learning: The Implementer Consultant will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool. These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: Administrators, Contact Center Managers, Supervisors and Training will participate in a remote guided configuration session that covers the hands -on usage of Genesys Cloud Employee Performance in the customer production environment. Implementer will work with Customer to implement the Performance Management strategy developed through the requirements discovery workshop.

Follow-up Consulting: Upon completion of the Learning and Guided Configuration, the Implementer Consultant will be available to the Customer for ad hoc remote consultation for a period of up to 30 days after go-live.

Deliverables:
• Remote Discovery, Workshop, Learning and Guided Configuration • Product Demonstration and identification of outstanding customer decisions required for solution configuration.
• Guided configuration of Gamification profiles, KPI metrics, and agent activity scorecard in the Customer Org.
• Guided configuration of Learning and Development Modules and Assessments in the Customer Org.
• Guided configuration of Coaching in the Customer Org. • At the conclusion of the Learning and Guided Configuration, the Customer will have demonstrated proficiency in Performance Management fundamentals.

Genesys Cloud Implementation Statement of Work

• Follow-Up Remote support for a period of up to 30 days go-live.

Assumptions:
• Services consist of training and guidance to support configuration of the customer’s Genesys Cloud production system. Customer accepts responsibility for configuration, optimization, and day-to-day usage of the production Genesys Cloud Employee Performance system.
• Services consist of training and guidance to support configuration of the customer’s Genesys Cloud production system.

4.3 Other APU Requirements
This section identifies additional APU Contact Center requirements that may not be specified in prior sections.

4.3.1 IVR Requirements

4.3.1.1 IVR Menu Tree
Below is the APU Customer Service IVR menu tree, which is accessed at the Customer Service phone number, 714-765-3300.
1) Payment Options or Account Information

1.1. Make a payment

1.1.1. Credit Card payment (Discover, Visa or Mastercard)

1.1.2. ACH payment

1.2. Income qualified assistance

1.3. Payment extension or payment plans

1.4. Utility account

1.4.1. For account balance

1.4.1.1. Make a payment by phone

1.4.1.2. Bill and payment history

1.4.1.2.1. Last 3 bills

1.4.1.2.2. Last 3 payments

1.4.2. Request a duplicate bill, consumption history, meter reading dates, or credit reference letter

1.4.2.1. Copy of your latest bill

1.4.2.2. Credit reference letter

1.4.2.3. Copy of your water or electric consumption history for the last 12 months

1.4.2.4. Next meter reading date
2) Start, stop or transfer services

2.1. For residential accounts

2.1.1. Start services

2.1.2. Stop services

2.1.3. Transfer services

2.2. All other accounts

2.2.1. Start services

2.2.2. Stop services

2.2.3. Transfer services
3) Report an electric or water outage

3.1. Electric outage

3.2. Water outage
4) Rebate and incentive programs

4.1. Residential customer
Genesys Cloud Implementation Statement of Work

4.2. All other customer
5) Street sweeping, trash collection, sewer or FireMedics fees

5.1. Street sweeping, trash collection or sewer

5.2. FireMedics
6) Hours of operation and location information
7) All other enquires or speak with a CSR

4.3.1.2 IVR Capabilities
APU requires the Implementer to configure the following IVR capabilities:
• English and Spanish language call flows.
• Provide callers with hold music and periodic estimated wait time. • Offer a call back option without losing callers’ place in the queue.

4.3.2 Other Contact Center Requirements
• Implementer will configure Automatic Number Identification (ANI) or Caller ID to display inbound call phone numbers to APU users’ phones (Polycom VVX IP 311). • Implementer will configure advanced emergency call capabilities (E911) that share the location of the caller/device with emergency services.
• Implementer will configure Agent pre-written responses for efficient Agent response. • Implementer to create an IVR Payment File Log that contains details such as account number, payment amount, payment type, confirmation number, and the phone number used by the caller.

Additionally, if there are multiple payments made during the same call, all payments instances should be displayed.
5 Key Customer Roles
Genesys recommends the following key Customer roles for the project:

• Project Sponsor / Project Director
o Articulate project goals and objectives
o Garner project support within APU Management and key stakeholders o Identify and provide APU resources required to implement the project o Administer and manage services contract.
• Business Owner
o Articulate business vision
o Convey general business requirements
o Provide user resources and business subject matter experts required to test and implement the project
o Oversee and champion user adoption and operations
• APU Project Manager
o Work with Implementer Project Manager on developing mutually agreed upon project timeline / schedule
o Align and oversee participation of APU project resources o Collaborate with Implementer Project Manager on project implementation o Approve project deliverables
• Contact Center Admin (Designated Support Contact)
o Setup and manage users, groups, call flows, queues, scripts o Perform moves, adds, changes, and deletes
o Perform troubleshooting and support for the internal APU team • IT & Network Admin (Designated Support Contact)
Genesys Cloud Implementation Statement of Work

o Ensure a robust network environment
o Understand and manage system interdependencies
o Serve as the main Point of Contact for any LAN/WAN, telecom, or APU systems issues • Contact Center Supervisor
o Provide and clarify business requirements
o Manage and monitor call center personnel (agents)
o Manage scheduling, training, reporting, forecasting, KPIs • Contact Center Agent
o Use the solution on a day-to-day basis
• Systems Analyst(s)
o Support Implementer in integrating Genesys Cloud with APU systems and services o Participate in systems integration testing
6 Project Schedule
The project is expected to begin in mid-late September 2024 and go live in mid-December 2024. Below is an approximate tentative project schedule, but Implementer will develop a project plan with APU input and arrive at a mutually agreeable schedule.

Stage / Task Date
Planning Sept. 23 – 27, 2024
Provision Environment Sept. 23 - 27, 2024
Discovery, Requirements Gathering Sept. 30 – Oct. 11, 2024 Build Interim IVR Payment Processing Sept. 23 – Oct. 18, 2024 Interim IVR Payment Processing Go Live Oct. 21, 2024
Design Oct. 14 – 25, 2024
Infrastructure Advisory Oct. 14 – 25, 2024
Build & Configure Business Rules Oct. 21 – Nov. 8, 2024 Develop Integrations Oct. 21 – Nov. 8, 2024
Convert / Migrate Data Oct. 21 – Nov. 8, 2024
Systems & Integration Test Nov. 12 – 22, 2024
User Acceptance Test Nov. 25 – Dec. 6, 2024
User Training Dec. 2 – 11, 2024
Final Conversion & Cutover Activities Dec. 17, 2024
Go-Live Dec. 18, 2024
Post Implementation Support Dec. 18, 2024 – Jan. 17, 2025 Transfer of Information to APU & VAR Dec. 18, 2024 – Jan. 17, 2025 7 Assumptions
The following assumptions and dependencies were used in preparing this SOW.

1. Customer is in the process of upgrading its CIS system from enQuesta v4.5 to v6 and its Kubra payment portal. Both CIS and Kubra will be upgraded at the same time and are expected to go live in calendar Q4 2024. Genesys Cloud will be implemented with integration to enQuesta v6 and the updated Kubra system.

2. Customer will recognize the Implementer Project Manager as the main Implementer point of contact for this project. All issues or concerns must be communicated to the Implementer Project Manager who will address all issues and then forward to the appropriate resource for resolution.

3. Customer will appoint a Project Manager who will act as a single point of contact for APU responsible for all communications and project management among all Customer parties (staff, vendors, consultants) and for the escalation and resolution of any issues for Customer.

Genesys Cloud Implementation Statement of Work

4. The participation and commitment of Customer’s project team during the project, including assigned tasks to Customer team members as outlined in the Project Plan, will be a key to project success.

5. Customer will provide systems analyst resources versed in Customer’s application(s) during the development/integration portion of the project as needed.

6. Custom voice recordings/prompts and/or translation services are not included.

7. Customer provided database platforms, email platforms, SIP telephony carriers, workstations, and phones must meet minimum Genesys equipment requirements and recommendations as posted on https://help.mypurecloud.com/articles/purecloud-requirements.

8. A robust network and environment are the foundation of stability. There are system interdependencies, such as computers, headsets, and Customer third-party systems connected via API’s. Knowing how all of these work together is paramount.

9. Genesys Cloud does not support MPLS and all connections will be made over a secure public Internet connection.

10. All Services, materials and communications are assumed to be delivered in English, unless otherwise specifically noted.

11. Implementer/Carahsoft will not be responsible for delays caused by Customer, and Customer will not be responsible for delays caused by Implementer.

12. Changes to Customer’s legacy systems or integration with third party software are not included unless specifically mentioned within this SOW.

13. Implementer/Carahsoft cannot be held responsible for issues which arise from third-party applications or network latency between parts of the architecture not part of the Genesys Cloud solution.

14. It is Customer’s responsibility to assure Customer’s (but not Implementer’s) compliance with laws applicable to the Customer. Any Customer-specific compliance requirements must be clearly communicated, scoped, and documented within this SOW. Implementer is responsible for Implementer’s compliance with all laws, regulations, and standards applicable to Implementer’s work provided pursuant to this SOW.
8 Change Management
Any of the following items will be considered Out of Scope and may require a Change Order:

1. Changes to milestone schedule dates after joint creation of an approved Project Plan

2. Requests for additional work not defined within this SOW and not already implemented in APU’s current Genesys PureConnect Cloud

3. Work outside of standard Anaheim Public Utility’s working hours, Monday – Friday, up to eight (8) hours per day, forty (40) hours per week, excluding weekends and holidays with the exception of go-live/cutover

Anaheim or Implementer may propose a change to project scope. Implementer will estimate the time and cost, if any, needed to implement the proposed change and the impact it may have on the delivery of this SOW. Implementer will develop and present to Anaheim a proposed Change Order. Anaheim will review the proposed Change Order. An authorized Implementer representative and the APU General Manager, or designee, will approve and sign the Change Order if agreeable. The APU Project Director may approve no cost Change Orders. Implementer will perform the requested work once the Change Order is approved.
9 Project Acceptance
Upon completion of the above stated work and at least thirty (30) days after go-live, Implementer will issue Customer a Project Acceptance Document. APU’s Project Director may sign the Project Genesys Cloud Implementation Statement of Work

Acceptance Document which shall be considered acceptance of the Project. If Customer does not agree with Project Acceptance, it will communicate such and provide reasons for rejection to the Implementer.

Implementer will develop and execute a plan to remediate the deficiencies that caused the rejection. This may include continuing project work after go-live. Acceptance of the Project shall indicate that Implementer has fulfilled the tasks and obligations outlined in this SOW. 10 Pricing and Payment Terms
The Services described in this SOW are structured in a fixed price model and as such all fees and expenses for the services will be assessed and billed on a milestone-completion basis as determined by achieving the milestones set forth in the Payment Schedule below.

Project Price Price
Genesys PureConnect Migration to Genesys Cloud $277,415.00 USD One-time Genesys Professional Services Discount ($277,415.00) USD Total $0.00 USD

Migration to Genesys Cloud is mutually beneficial to Carahsoft, Implementer, and Anaheim because APU can upgrade and migrate its contact center solution to a supported solution and Carahsoft’s business partner, Genesys Cloud Services, Inc., Implementer, can wind down support for its legacy PureConnect solution from its historical catalog of products. This mutual consideration is reflected in the Pricing .

All work will be provided remotely. There will be no travel or other expenses.

Payment Schedule
Milestone Amount to be billed
Project Acceptance $0.00 USD
11 Reference Information

Is a Purchase Order (PO) required for
payment?
[ ] Yes
[ X ] No
If Yes, please complete the following:

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PO Expiration Date (if applicable):
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