City of Foster City
Zoom Implementation
Statement of Work
TRUSTED ADVISOR PROJECT: STATEMENT OF WORK
PREPARED BY: PACKET FUSION, INC. SOLUTION ARCHITECT, ERIC HATFIELD PACKET FUSION | 4301 HACIENDA DRIVE, SUITE 400 PLEASANTON, CA 94588
City of Foster City – Statement of Work
2 Packet Fusion, Inc.
Professional Services – Statement of Work
This Packet Fusion Statement of Work for Professional Services (this "SOW") is executed by Packet Fusion, Inc. ("Packet Fusion”), and The City of Foster City (the "Customer'') pursuant to, and is subject to, the Packet Fusion Master Services Agreement execute d by Customer an d Packet Fusion. Capitalized terms used in this SOW but not otherwise defined shall have the respective meanings given to them in the Master Services Agreement.
Stateme nt of Imp leme ntation
The following activities shall be performed in accordance with this Statement of Work and the Master Services Agreement at the location(s) and for the number of users and sites indicated in the attached Appendices:
(Section 1)
Overview Scope of Implementation Completion Criteria Cost 162 Zoom accounts
72 Physical phones (Remotely
Provisioned)
1-16 port & 1- 1 port Analog Adapter
(Remotely Provisioned)
3-IP Page Adapters (Remotely
Provisioned)
Nomadic E911
The primary objective of this
project is the seamless
deployment of a Unified
Communications as a Service
(UCaaS) solution using Zoom.
Successful porting and
go-live completion with
site signoff
$24,650.00
Service Locations
City Hall
Council Chambers
Police Department
Community Center
Recreation Center
Teen Center
Corporation Yard
Sea Cloud Park Maintenance Shed
General Project Management Deliverables
Packet Fusion will provide Project Management for delivery of services, following Packet Fusion’s standard implementation methodology. The Packet Fusion Project Manager will be responsible for the following activities in association with this Statement of Work (SOW).
I. Oversight and facilitation of project timelines and scheduling.
City of Foster City – Statement of Work
3 II. Determine and outline assignment of project resources to implement the Zoom cloud solution. This includes Packet Fusion, COFC, and Zoom resources.
III. Schedule planning sessions to develop an agreed upon deployment strategy.
IV. Schedule discovery sessions with COFC stakeholders to gather required information to complete implementation workbook:
User and Device Information
Porting data/information (Direct Inward Dial [“DID”] and Toll-Free Numbers) Call flow(s)
Dial plan requirements (as needed)
Premise Peering (PSTN/PBX) Requirements
Zoom Phone SSO
Roles and Permissions
Location information
Desktop Phone information
Call Queues (hunt groups) including call distribution methodology (simultaneous ring, sequential ring, rotating ring, etc.)
IVR/Auto Receptionist
Multi-line appearance (typically used by Administrative Assistants).
V. Coordinate project communications and documentation tracking.
VI. Create and maintain project implementation checklist.
VII. Schedule and manage project status meetings: Review of status, change control, issue management, risk mitigation and Go-Live tracking.
VIII. Porting coordination of COFC DID numbers to the Zoom platform.
IX. Schedule UAT sessions: Verifying call flow design and functionality prior to Go-Live confirmation.
X. Packet Fusion PM to validate site Go-Live completed and finalize closure.
Project Deliverables: Packet Fusion
The Packet Fusion team will collaborate planning, discovery, and design sessions with the COFC key stakeholders to gather required information to complete and provide the following deliverables.
I. A Detailed project plan: Establish an outline of project timelines, schedules, and task assignments.
II. Implementation workbook: Document end users, ring groups, roles, class of service, phone numbers and assignments for pre-configuration approval. Upon approval, the Packet Fusion team will configure the Zoom account per approved implementation workbook.
III. Call flow design: Build a visual design of COFC call flow for pre-configuration approval. Upon approval, the Packet Fusion team will configure the Zoom account per approved call flow design.
IV. User Acceptance Test plan: A document of detailed testing procedures to assure adherence to The COFC’s system requirements.
V. Phone number port order: A complete list of numbers to be ported from existing to Zoom for cut over.
VI. Zoom Phone Readiness Review will be conducted for each location/location(s) identified in Section 1(Service Scope and Locations) of this Project Scope of Work to include:
Wired Network test results
Wireless Network test results
The Zoom Phone Readiness review shall contain statistics and metrics on the Customer’s current network environment to ensure Customer’s network is configured for optimal Zoom performance.
PE will provide recommendations, as needed, to resolve network connectivity issues.
VII. Go-Live Readiness requirements.
VIII. Final solution design report (as built documentation): a comprehensive document detailing system setup, configuration, and knowledge transfer from Packet Fusion implementation team to the COFC system administrators.
Engineering and Integrations
The following services below will be performed if indicated in Section 1 (Service Scope and Locations) of the Project Scope of Work:
I. Analog Telephone Adapter(s) as identified in Section 1 (Service Scope and Locations) of this Project Scope of Work
City of Foster City – Statement of Work
4 Complete Zoom Portal configuration once the Adapters are installed on network by the CoFC team.
II. Paging as identified in Section 1 (Service Scope and Locations) of this Project Scope of Work Complete Zoom Portal configuration of Zoom-supported paging devices once devices are installed and configured on network by the CoFC team.
III. E911 setup via Zoom’s nomadic E911
IV. Microsoft Teams integration
Provide COFC with specifications of Zoom’s embedded application for dialing capability.
Carrier Support
The Customer is responsible for authorizing Packet Fusion to assist with telephone number(s) porting and to provide final validation for porting request(s) to new cloud solution. Packet Fusion Project Manager will partner with COFC team to ensure Letter of Authorization (LOA) and Customer Service Record (CSR) are properly gathered and submitted for port order submission.
I. The Packet Fusion Project Manager will manage the submission of port requests and shall coordinate rejections/resubmissions with Customer on a per site basis for up to 30 days from submission.
II. Customer shall provide Packet Fusion with all appropriate Letters of Authorization ("LOA"), billing information, Customer Service Record (CSR) and authorized signer for each location.
III. Packet Fusion PM will compile the port lists and work with your internal team and carrier/s to validate detail against customer service records.
IV. The Packet Fusion PM/IE will collaborate with The COFC and Zoom to validate porting and call forwarding options to determine appropriate implementation plan.
End User Training
Packet Fusion implementation team will provide and coordinate on-site end user and system administration training sessions.
I. End user training will be conducted with the following groups recommended: End users, advanced or power users, supervisors, and administrative users. These will be instructor led train the trainer sessions broken out into 20 users per 1hr session. And they will be recorded. Links to download recordings for future use will be provided.
II. System administration and knowledge transfer training sessions will be provided for COFC system administrators.
NOTE: If on-site instructor-led training is required. CoFC will need to provide a conference or training room large enough for 20 users to have a phone and desktop computer at each location. Additional costs will be required for on-site instructor-led training. See costing for details.
User Acceptance Testing – (UAT)
Once cloud solution configuration is complete, the Packet Fusion project team (PM and Engineer) will coordinate a UAT event to validate and test approved call flow design and end user feature functionality. If changes to call flow design or additional users or features are requested, additional time and material charges will apply and possibly impact agreed upon implementation timeline.
I. Packet Fusion Engineer will partner with Customer site admin to review and test inbound auto attendant configuration and functionality.
II. Packet Fusion Engineer will partner with Customer site admin to review user list and feature functionality and document results via test plan.
III. Post UAT testing Packet Fusion Project Manager and Customer will finalize Go-Live date for proposed site.
Onsite Deployment Services
City of Foster City – Statement of Work
5 I. OPTIONAL: instructor led training. CoFC will need to provide a conference or training room large enough for 20 users to have a phone and desktop computer at each location. Additional costs will be required for on-site instructor-led training. See costing for details.
Go-Live Support & Post Go-Live Adjustments
At Go-Live, Packet Fusion will provide technical support and assistance of any issues for Go-Live and Post Go-Live support.
Customer Responsibilities
The Customer is responsible for aspects not specifically included in this Statement of Work (SOW). Out of scope items include:
I. Phone Deployment: The unboxing, placement and plugging in process will be completed by the CoFC team.
II. Analog Adapters Deployment: CoFC team will unbox, assemble, place, and cross connect new ATA devices. Zoom extensions will be registered to ATA device and connectivity will be verified with Zoom portal by Packet Fusion team.
III. IP Adapters for Paging connection(s): CoFC team will unbox, assemble, place, and cross connect new IP Page devices. Zoom extensions will be registered to ATA device and connectivity will be verified with Zoom portal by Packet Fusion team.
IV. The customers LAN/WAN infrastructure
V. Quality of Service (QoS) configuration
VI. Firewall or Access Control List (ACL) configuration.
VII. Power over Ethernet (POE) port activation/ configuration VIII. Configuration and software installation on customer PCs IX. Decommission and disposal of any legacy equipment.
X. Customization of individual User endpoints or phone settings XI. procure Customer Service Reports (“CSR”) from existing carrier(s) for all locations and accounts requiring porting services, service addresses and Authorized Contacts for each phone bill/ carrier account; and BTN for each phone bill/ carrier account.
XII. Customer understands and agrees that they are responsible for gathering and assembling all data from any legacy systems.
XIII. Customer-side premise trunk configuration, diagnostics, and/or troubleshooting XIV. Customer mobile device configuration, diagnostics, and/or troubleshooting XV. Customer to provide all pre-recorded greetings and prompts.
Note: 911 location functionality requires customer completion of Registered E911 Address and location information to Service Web
Delays and Changes
Changes to this SOW shall be made only in a mutually executed written change order between Packet Fusion and Customer (a "Change Order,") outlining the requested change and the effect of such change on the Services, including without limitation the fees and the timeline as determined by mutual agreement of both parties. Any delays in the performance of consulting services or delivery of deliverables caused by Customer, including without limitation delays in completing and returning Customer documentation required during the call flow design or completing number porting request, may result in an adjustment of project timeline and additional fees. Any changes or additions to the services described in this SOW shall be requested by a Change Order and may result in additional fees.
City of Foster City – Statement of Work
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