Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 64 of 56 the specified period, and therefore, agree that two hundred fifty dollars ($250) per day shall be presumed to be the amount of damages sustained for any such delay.
It shall be understood by all Vendors that time is of the essence in the prompt manufacture, shipping, delivery, and installation offered by the Vendor; and Client reserves the right, and may at its sole election, cancel any award or purchase order arising hereunder for untimely delivery (more than 1 month after date shown in final Vendor project plan).
If the contractor shall be delayed in the work by the acts or negligence of Client, or by changes ordered in the work, or by strikes, lockouts, fire, unusual delay in transportation, unavoidable casualties or any Force Majeure causes beyond the control of the Contractor, or by delay authorized by Client, or by any cause which Client shall decide justifies the delay - the time of completion may be extended for such reasonable time as Vendor and Client mutually decide.
12.2.13 General Guarantee
Neither “sign-off” of operational readiness by Client or its representatives nor partial or full payment by Client to the Vendor shall relieve Vendor of liability in respect to any express or implied warranties, or responsibility for faulty materials, workmanship, or code violations in labor or material supplied by the Vendor.
12.2.14 Confidentiality & Non-disclosure
The information contained in this RFP (or accumulated through other written or verbal communication) is CONFIDENTIAL. It is for proposal purposes only and is not to be disclosed or used for any other purpose. This RFP is submitted by Client for use by potential Vendor’s officers and select employees engaged in evaluating this request. The contents of this Request for Proposal may not be disclosed, in whole or in part, to any other party without the prior written consent of Client.
12.2.15 Intellectual Property Rights and Copyright
Inasmuch as this RFP document represents the core business offering of Communication Strategies, Com-Strat LLC retains ownership of the RFP document template. This document may not be used in whole, or in part, outside of this particular RFP engagement with Client, nor disclosed or given to any other party for their use. Client and the Vendor are granted unrestricted rights to use this document in procuring and responding to this RFP.
12.2.16 Terms and Conditions Acceptance
Please note below your acceptance and intended compliance with the Terms and Conditions above.
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply RingCentral Response: Please refer to our attached Master Service Agreement for our full terms.
Intelesys Response: Intelesys accepts the terms and conditions and intends to comply with them
EXHIBIT A
Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 65 of 56 13 ATTACHMENTS
Vendors are instructed to follow the detailed instructions in the RFP. This section/checklist summarizes the documents required in the Vendor response. Please name the document files according to the Number and Title below so that we can find the appropriate document in numeric order.
13.1 REQUIRED RESPONSE DOCUMENTS
The following documents will be provided in soft copy to all Vendors. Vendors should provide their responses inline and submit their response documents.
13.1.1 Request for Proposal Response – This Document with inline Vendor Responses (Microsoft Word)
13.1.2 Schedule A – RFP Pricing Worksheet (Microsoft Excel)
13.1.3 Schedule B – RFP Counts and Capacities Site Summary (MS Excel)
13.1.4 Schedule C – RFP Features and Functionality Requirements Summary (MS Excel)
13.1.5 Copies of all issued Addendum to the RFP with Vendor compliance noted
13.1.6 Client Master Service Agreement Redline (only if Exceptions taken)
13.2 REQUIRED RESPONSE ATTACHMENTS
Vendor must provide the following required documents with their response:
13.2.1 Itemized Solution Proposal or Bill of Material and Services with pricing
13.2.2 Signed “Vendor RFP Authorization”
13.2.3 Vendor Provided Solution Diagram (Visio and/or PDF)
13.2.4 Manufacturer’s Comfort Letter of Support
13.3 REQUIRED DOCUMENT SAMPLES
A sample of the following documents should be provided by the Vendor in their response. They do not need to be customized for Client at this time:
13.3.1 Sample Vendor and/or Service Provider Contract and any/all other contract documents required by Vendor
13.3.2 Sample Vendor Scope of Work
13.3.3 Manufacturer Software License Agreement and/or Service Provider Acceptable Use Policies
13.3.4 Warranty and/or Maintenance Agreements and Service Level Agreements
13.3.5 Sample Installation Project Plan
13.3.6 Sample User Acceptance Test (UAT) Plan
13.3.7 Sample System Traffic and Peak Hour Reports
13.3.8 Sample VoIP Readiness Report
Indicate your compliance in providing all required documents.
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral and Intelesys have provided all the required information in our attachments in this response.
EXHIBIT A
Sales proposal
QUOTE PREPARED FOR PREPARED BY
City of La Mesa Brian Wiktorski
Account Executive II, Majors
[email protected]
EXHIBIT A
CONFIDENTIAL: This document contains information that is the confidential and proprietary property of RingCentral. Neither this document nor the information herein may be reproduced, used or distributed to or for the benefit of any third party without the prior written consent of RingCentral or pursuant to a confidentiality agreement. This quote is not binding until accepted in writing by Customer and RingCentral.
Quote Name:
Quote Creation Date:
Quote Expiration Date:
City of La Mesa 1
March 14th, 2025
April 13th, 2025
Estimated Contract Start Date: June 30th, 2025
Initial Term: 36 Months
Renewal Term: 24 Months
Currency:
Payment Plan:
USD
Monthly
Budgetary Quote
Prepared for:
City of La Mesa
8130 Allison Ave.
La Mesa CA 91942
United States
Michael Watson
IT Manager
[email protected]
(619) 463-6611
RingEX™ Services
Recurring Services
Summary of Service Qty Rate Subtotal
DigitalLine Unlimited Advanced 308 $8.50 $2,618.00
DigitalLine Basic 20 $3.99 $79.80
Additional Local Number 1 $0.49 $0.49
Monthly Recurring Services Total $2,698.29
Recurring Taxes & Fees
Summary of Service Qty Rate Subtotal
P.U.C. Fee (VoIP) NF 1 $7.78 $7.78
FUSF (VoIP) 1 $290.09 $290.09
CA Public Purpose Program Surcharge (VoIP) 1 $364.08 $364.08 E-988 (VoIP) 1 $26.24 $26.24
E911 (VoIP) 1 $134.48 $134.48
e911 Service Fee 328 $1.00 $328.00
Compliance and Administrative Cost Recovery Fee 328 $3.50 $1,148.00 Recurring Taxes & Fees Total $2,298.67
Total Monthly Recurring Services + Taxes and fees $4,996.96 RingCentral Inc., 20 Davis Drive, Belmont, CA 94002, United States 2
EXHIBIT A
CONFIDENTIAL: This document contains information that is the confidential and proprietary property of RingCentral. Neither this document nor the information herein may be reproduced, used or distributed to or for the benefit of any third party without the prior written consent of RingCentral or pursuant to a confidentiality agreement. This quote is not binding until accepted in writing by Customer and RingCentral.
One-Time Items
Summary of Item(s) Qty Rate Subtotal
Poly Edge E220 IP Phone 15 $89.40 $1,341.00
Poly Edge E450 IP Phone 6 $183.00 $1,098.00
Poly Trio C60 Smart Conference Phone 5 $745.20 $3,726.00 Cisco ATA192 Analog Telephone Adapter 15 $58.80 $882.00 District Tax 1 $35.24 $35.24
Sales Tax 1 $563.76 $563.76
One-Time Items $7,047.00
One-Time Items Taxes $599.00
One-Time Items Total $7,646.00
Monthly Recurring Services including Taxes & Fees $4,996.96 One-Time Items Total including Taxes & Fees $7,646.00
Total Amount* $12,642.96
*Amounts are exclusive of applicable Taxes, Fees, and Shipping Charges. "RingCentral Office" and "RingCentral MVP" are now "RingEX™". All references to "RingCentral Office" and "RingCentral MVP", whether in the Agreement or its attachments, Order Forms or descriptions, mean "RingEX™".
RingCentral Inc., 20 Davis Drive, Belmont, CA 94002, United States 3
EXHIBIT A
RC Professional Services
8005 South Chester Street, Suite 200
Denver, CO 80112
[email protected]
ESTIMATE
City of La Mesa ESTIMATE NO:03851197
8130 Allison Ave. DATE: March 18th, 2025
La Mesa, CA 91942 EXPIRATION DATE: April 16th, 2025
PHASES
Name Phase Total
Phase 1
Custom configuration for multi-cast paging at 9 locations.
Up to 3 paging zones per. High volume and DND override
config.
$4,700.00
Project Management
PS - Project Management (MVP) - 1x
UC Custom Hour/Efforts
Hourly rate for custom scoped projects, RingEX resource Grand Total $4,700.00
*excludes taxes and fees
1/1
EXHIBIT A
Initial Order Form Page 1 of 1
MASTER SERVICES AGREEMENT
This Master Services Agreement is effective as of the date of last signature (“Effective Date”) and made between:
City of La Mesa (“Customer”) RingCentral, Inc. (“RingCentral’) Address: Address:
8130 Allison Ave.
La Mesa, CA 91942
20 Davis Drive
Belmont, CA 94002
By: By:
Name: Name:
Title: Title:
Date: Date:
RingCentral and Customer are together referred to as the “Parties” and each individually as a “Party.”
1. The Master Services Agreement (“Agreement”) consists of the terms and conditions contained herein, and any Service Attachments applicable to Customer’s Services, and any other Attachments agreed by the Parties, are incorporated into and form a part of this Agreement.
Exhibit A – Definitions
Attachment A – RingEX Services
Attachment B – Service Level Agreement for RingEX Services Attachment C – Security Addendum
THE PARTIES AGREE AS FOLLOWS:
2. Ordering and Term
A. Ordering Services. Customer may order the Services set forth in the relevant Attachments, attached hereto, by executing an Order Form in the format provided by RingCentral. Customer must submit the Order Form to RingCentral either in writing or electronically via the Administrative Portal. The Order Form will identify the Services requested by Customer together with: (i) the price for each Service; (ii) scheduled Start Date; (iii) and products rented, licensed, or sold to Customer, if any. An Order Form will become binding when it is executed by the Customer and accepted by RingCentral. RingCentral may accept an Order Form by commencing performance of the requested Services. The Services and invoicing for those Services will begin on the Start Date, as identified in the applicable Order Form or on the day Services are ordered via the Administrative Portal. Customer may purchase additional Services, software, and equipment via the Administrative Portal or by executing additional Order Forms.
B. Equipment. Subject to availability based on brand and Customer location, Customer may purchase or rent equipment from RingCentral for use with the Services. The terms and conditions that govern any such transaction can be found at:
i. Purchase: http://www.ringcentral.com/legal/ringcentral-hardware-terms-conditions.html:
ii. Rental: http://www.ringcentral.com/legal/lease-rental.html, and iii. Device as a Services: https://www.ringcentral.com/legal/daas-agreement.html.
C. Term of this Agreement. The Term of this Agreement will commence on the Effective Date and continue until the last Order Form is terminated or expires, unless terminated earlier in accordance with its terms.
EXHIBIT A
Master Services Agreement Page 1 of 22
D. Services Term. The Services Term will begin on the Start Date of the initial Order Form and continue for the initial term set forth in the initial Order Form (“Initial Term”). Upon expiration of the Initial Term, unless otherwise set forth in the Order Form, the term recurring Services will automatically renew for successive periods as set forth in the initial Order Form (each a “Renewal Term”) unless either Party gives notice of non-renewal at least thirty (30) days before the expiration of the Initial Term or the then-current Renewal Term. The Term of any recurring Services added to your Account after the initial Order Form is executed will start on the Start Date in the applicable Order Form, will run coterminously with the then-current Term of any preexisting Services unless otherwise extended in the applicable Order Form, and will be invoiced on the same billing cycles as the preexisting Services.
3. Invoicing and Payment
A. Prices and Charges. All prices are identified in US dollars on the Administrative Portal or in the applicable Order Form unless otherwise agreed by the Parties. Additional charges may result if Customer activates additional features, exceeds usage thresholds, or purchases additional Services or equipment. Customer will be liable for all charges resulting from use of the Services on its Account. Unless otherwise agreed between the Parties, recurring charges (such as charges for Digital Lines, product licenses, minute bundles, and equipment rental fees) for the Services begin on the Start Date identified in the Administrative Portal or in the applicable Order Form and will remain in effect for the Initial Term (as described in an Order Form) or, if applicable, the then-current Renewal Term. RingCentral will provide notice of any proposed increase in such charges no later than sixty (60) days before the end of the Initial Term or then-current Renewal Term, and any such increase will be effective on the first day of the next Renewal Term. Administrative Fees that RingCentral is entitled to pass on to its customers as a surcharge pursuant to applicable Law may be increased on thirty (30) days’ written notice. Outbound calling rates will be applied based on the rate in effect at the time of use. Customer may locate the currently effective rates in the Administrative Portal.
B. Invoicing and Payment. Invoices will be issued in accordance with the payment terms set forth in the Order Form. If Customer chooses to pay by credit or debit card, by providing a valid credit or debit card, Customer is expressly authorizing all Services and equipment charges and fees to be charged to such payment card, including recurring payments billed on a monthly or annual basis. In addition, Customer’s provided credit card shall be used for any in-month purchases of additional services and products, or where Customer has exceeded usage or threshold limits, any overage charges. Unless otherwise stated in the applicable Order Form, recurring charges are invoiced in advance in the frequency set forth in the Order Form, and usage-based and onetime charges are billed monthly in arrears. Customer shall make payment in full, without deduction or set-off, within thirty (30) days of the invoice date. Any payment not made when due may be subject to a late payment fee equivalent to the lesser of (i) one and a half percent (1.5%) per month or (ii) if applicable, the highest rate allowed by Law. In no event may payment be subject to delays due to Customer internal purchase order process.
C. Taxes. All rates, fees, and charges are exclusive of applicable Taxes, for which Customer is solely responsible. Taxes may vary based on jurisdiction and the Services provided. If any withholding tax is levied on the payments, then Customer must increase the sums paid to RingCentral so that the amount received by RingCentral after the withholding tax is deducted is the full amount RingCentral would have received if no withholding or deduction had been made. If Customer is a tax-exempt entity, tax exemption will take effect upon provision to and validation by RingCentral of certificate of tax exemption.
D. Billing Disputes. If a Customer reasonably and in good faith disputes any portion of RingCentral’s invoice, it must provide written notice to RingCentral within thirty (30) days of the invoice date, identifying the reason for the dispute and the amount being disputed. Customer’s dispute as to any portion of the invoice will not excuse Customer’s obligation to timely pay the undisputed portion of the invoice. Upon resolution, Customer must pay any validly invoiced unpaid amounts within thirty (30) days. Any amounts that are found to be in error resulting in an overpayment by the Customer will be applied as a billing credit against future invoices. Customer will be reimbursed any outstanding billing credits at the expiration or termination of this Agreement.
4. Provision of the Service
A. General Terms. RingCentral will provide the Services as described in the relevant Service Attachment. RingCentral may enhance, replace, and/or change the features of the Services, but it will not materially reduce the core features, functions, or security of the Services during the Term without Customer’s consent.
B. Customer Care
i. Customer must provide Helpdesk Support to Customer’s End Users. RingCentral may require Customer’s Helpdesk Support personnel to complete a designated series of training courses on RingCentral’s Services. Such training will be provided to Customer online in English at no cost.
ii. RingCentral will make remote support available to Customer’s Helpdesk Support personnel and/or Account Administrators via the Customer Care call center, which will be available 24/7, to attempt to resolve technical issues with, and answer questions regarding the use of the Services. Unless otherwise agreed by the parties, Customer Care support will be provided in English, and onsite and implementation services are not included in the Customer Care support. iii. Customer may open a case with Customer Care following the process in place at the time. Any individual contacting Customer Care on behalf of Customer must be authorized to do so on behalf of the Account and will be required to follow applicable authentication protocols.
C. Professional Services. RingCentral offers a broad portfolio of professional services that includes onsite and remote implementation services; extended enterprise services including premium technical support; and consulting. Any such services are governed by this Agreement, the Professional Services terms, and any applicable Statement of Work (SOW), which may be
EXHIBIT A
Master Services Agreement Page 2 of 22
attached hereto.
D. Advanced Support. Customer may purchase Advanced Support services from RingCentral for use with the Services. The terms and conditions that govern the Advanced Support can be found at: https://www.ringcentral.com/legal/enterprise-serviceattachment.html.
E. Managed Services. Customer may purchase Managed Services from RingCentral for use with the Services. The terms and conditions that govern the Managed Services can be found at: https://www.ringcentral.com/legal/managed-servicesattachment.html.
F. Subcontracting. RingCentral may provide any of the Services hereunder through any of its Affiliates or subcontractors, provided that RingCentral will bear the same degree of responsibility for acts and omissions for those subcontractors acting on RingCentral’s behalf in the performance of its obligations under this Agreement as it would bear if such acts and omissions were performed by RingCentral directly.
5. Use of the Service
A. Service Requirements. The Services are dependent upon Customer’s maintenance of sufficient Internet access, networks, and power as set forth in RingCentral’s Technical Sufficiency Criteria, available at https://www.ringcentral.com/legal/policies/technical-sufficiency-criteria.html. RingCentral will not be responsible for any deficiencies in the provision of the Services if Customer’s network does not meet RingCentral’s Technical Sufficiency Criteria.
B. Use Policies. Customer and its End Users may use the Services only in compliance with this Agreement, applicable Law, and the Use Policies referenced below, which are incorporated into and form part of this Agreement. Customer must ensure that its End Users comply with the Use Policies. Any breach of this Section (Use Policies) will be deemed a material breach of this Agreement. RingCentral may update the Use Policies from time to time and will provide notice of material updates to Customer at the email address on file with the Account. All updates will become effective thirty (30) days after such notice to Customer or upon posting for non-material changes. Customer may object to a modification that negatively impacts its use of the Service by sending written notice (“Objection Notice”) to RingCentral within thirty (30) days from the date of the notice of modification. If the Parties cannot reach agreement, then either Party may terminate the affected Services without penalty with thirty (30) days written notice to the other Party.
i. Acceptable Use Policy. The Services must be used in accordance with RingCentral’s Acceptable Use Policy, available at https://www.ringcentral.com/legal/acceptable-use-policy.html. Notwithstanding anything to the contrary in this Agreement, RingCentral may act immediately and without notice to suspend or limit the Services if RingCentral reasonably suspects fraudulent or illegal activity in the Customer’s Account, material breach of the Acceptable Use Policy, or use of the Services that could interfere with the functioning of the RingCentral Network provided such suspension or limitation may only be to the extent reasonably necessary to protect against the applicable condition, activity, or use. RingCentral will promptly remove the suspension or limitation as soon as the condition, activity or use is resolved and mitigated in full. If Customer anticipates legitimate but unusual activity on its Account, Customer should contact Customer Care in advance to avoid any Service disruption.
ii. Emergency Services. RingCentral’s policy governing the provision of emergency services accessed via the Services is available at https://www.ringcentral.com/legal/emergency-services.html. iii. Numbering Policy. The provision, use, and publication of numbers used in conjunction with the Services are governed by RingCentral’s Numbering Policies, available at https://www.ringcentral.com/legal/policies/numbering-policy.html.
6. Termination
A. Termination for Cause. Either Party may terminate this Agreement and any Services purchased hereunder in whole or part by giving written notice to the other Party: i) if the other Party breaches any material term of this Agreement and fails to cure such breach within thirty (30) days after receipt of such notice; ii) at the written recommendation of a government or regulatory agency following a change in either applicable Law or the Services; or iii) upon the commencement by or against the other Party of insolvency, receivership or bankruptcy proceedings or any other proceedings or an assignment for the benefit of creditors.
B. Effect of Termination. If Customer terminates the Services, a portion of the Services, or this Agreement in its entirety due to RingCentral’s material breach under Section 6(A) (Termination for Cause), Customer will not be liable for any fees or charges for terminated Services for any period subsequent to the effective date of such termination (except those arising from continued usage before the Services are disconnected), and RingCentral will provide Customer a pro-rata refund of any prepaid and unused fees or charges paid by Customer for terminated Services. If this Agreement or any Services are terminated for any reason other than as a result of a material breach by RingCentral or as otherwise permitted pursuant to Section 6(A) or as set forth in Section 14(I) (Regulatory and Legal Changes) the Customer must, to the extent permitted by applicable Law and without limiting any other right or remedy of RingCentral, pay within thirty (30) days of such termination all amounts that have accrued prior to such termination, as well as all sums remaining unpaid for the Services for the remainder of the then-current Term plus related Taxes and fees.
7. Intellectual Property
A. Limited License
i. Subject to, and conditional upon Customer’s compliance with, the terms of this Agreement, RingCentral grants to Customer and its End User, a limited, personal, revocable, non-exclusive, non-transferable (other than as permitted under this Agreement), non-sublicensable license to use any software provided or made available by RingCentral to the Customer as
EXHIBIT A
Master Services Agreement Page 3 of 22
part of the Services (“Software”) to the extent reasonably required to use the Services as permitted by this Agreement, only for the duration that Customer is entitled to use the Services and subject to the Customer being current on its payment obligations.
ii. Customer will not, and will not allow its End Users, to: (a) sublicense, resell, distribute or assign its right under the license granted under this Agreement to any other person or entity; (b) modify, adapt or create derivative works of the Software or any associated documentation; (c) reverse engineer, decompile, decrypt, disassemble or otherwise attempt to derive the source code for the Software; (d) use the Software for infringement analysis, benchmarking, or for any purpose other than as necessary to use the Services Customer is authorized to use; (e) create any competing Software or Services; or (f) remove any copyright or other proprietary or confidential notices on any Software or Services.
B. IP Rights
i. RingCentral’s Rights. Except as expressly provided in this Agreement, the limited license granted to Customer under Section 7(A) (Limited License) does not convey any ownership or other rights or licenses, express or implied, in the Services (including the Software), any related materials, or in any Intellectual Property and no IP Rights or other rights or licenses are granted, transferred, or assigned to Customer, any End User, or any other party by implication, estoppel, or otherwise.
All rights not expressly granted herein are reserved and retained by RingCentral and its licensors. The Software and Services may comprise or incorporate services, software, technology, or products developed or provided by third parties, including open-source software or code. Customer acknowledges that misuse of RingCentral Services may violate thirdparty IP rights. ii. Customer Rights. As between RingCentral and Customer, Customer retains title to all IP Rights that are owned by the Customer or its suppliers. To the extent reasonably required or desirable for the provision of the Services, Customer grants to RingCentral a limited, personal, non-exclusive, royalty-free, license to use Customer’s IP Rights in the same. Customer must provide (and is solely responsible for providing) all required notices and obtaining all licenses, consents, authorizations, or other approvals related to the use, reproduction, transmission, or receipt of any Customer Content that includes personal or Confidential Information or incorporates any third-party IP rights.
C. Use of Marks. Neither Party may use or display the other Party’s trademarks, service mark or logos in any manner without such Party’s prior written consent.
8. Confidentiality
A. Restrictions on Use or Disclosures by Either Party. During the Term of this Agreement and for at least one (1) year thereafter, the Receiving Party shall hold the Disclosing Party’s Confidential Information in confidence, shall use such Confidential Information only for the purpose of fulfilling its obligations under this Agreement, and shall use at least as great a standard of care in protecting the Confidential Information as it uses to protect its own Confidential Information.
Each Party may disclose Confidential Information only to those of its employees, agents or subcontractors who have a need to it in order to perform or exercise such Party’s rights or obligations under this Agreement and who are required to protect it against unauthorized disclosure in a manner no less protective than required under this Agreement. Each Party may disclose the other Party’s Confidential Information in any legal proceeding or to a governmental entity as required by Law.
These restrictions on the use or disclosure of Confidential Information do not apply to any information which is independentl y developed by the Receiving Party or lawfully received free of restriction from another source having the right to so furnish such information; after it has become generally available to the public without breach of this Agreement by the Receiving Party; which at the time of disclosure was already known to the Receiving Party, without restriction as evidenced by documentation in such Party’s possession; or which the Disclosing Party confirms in writing is free of such restrictions.
Upon termination of this Agreement, the Receiving Party will promptly delete, destroy or, at the Disclosing Party’s request, return to the Disclosing Party, all Disclosing Party’s Confidential Information in its possession, including deleting or rendering unusable all electronic files and data that contain Confidential Information, and upon request will provide the Disclosing Party with certification of compliance with this subsection.
9. Data Protection
A. Data Privacy. RingCentral respects Customer’s privacy and will only use the information provided by Customer to RingCentral or collected in the provision of the Services in accordance with RingCentral’s Data Processing Addendum, available at https://www.ringcentral.com/legal/dpa.html, incorporated by reference. RingCentral may update the Data Processing Addendum from time to time and will provide notice of any material updates to the Customer as required by applicable Laws at the email address on file with the Account. Such updates will be effective thirty (30) days after such notice to Customer.
B. Data Security. RingCentral will take commercially reasonable precautions, including, without limitation, technical (e.g., firewalls and data encryption), organizational, administrative, and physical measures, to help safeguard Customer’s Account, Account Data, and Customer Content against unauthorized use, disclosure, or modification. Customer must protect all End Points using commercially reasonable security measures. Customer is solely responsible to keep all user identifications and passwords secure. Customer must monitor use of the Services for possible unlawful or fraudulent use. Customer must notify RingCentral immediately if Customer becomes aware or has reason to believe that the Services are being used fraudulently or without authorization by any End User or third party. Failure to notify RingCentral may result in the suspension or termination of the Services and additional charges to Customer resulting from such use. RingCentral will not be liable for any charges resulting from unauthorized use of Customer’s Account.
EXHIBIT A
Master Services Agreement Page 4 of 22
C. Software Changes. RingCentral may from time-to-time push software updates and patches directly to Customer’s device(s) for installation and Customer will not prevent RingCentral from doing so. Customer must implement promptly all fixes, updates, upgrades and replacements of software and third-party software that may be provided by RingCentral. RingCentral will not be liable for inoperability of the Services or any other Services failures due to failure of Customer to timely implement the required changes.
10. Limitations of Liability
A. Excluded Damages
IN NO EVENT WILL EITHER PARTY OR ITS AFFILIATES OR ITS OR THEIR SUPPLIERS BE LIABLE FOR (1) INDIRECT, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES; (2) LOSS OF USE OR LOSS OF DATA; (3) LOSS OF BUSINESS OPPORTUNITIES, REVENUES OR PROFITS; OR (4) COSTS OF PROCURING REPLACEMENT PRODUCTS OR
SERVICES, IN ALL CASES WHETHER ARISING UNDER CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE OR
STRICT LIABILITY), OR ANY OTHER THEORY OF LIABILITY, AND EVEN IF SUCH PARTY HAS BEEN INFORMED IN ADVANCE OF SUCH DAMAGES OR SUCH DAMAGES COULD HAVE BEEN REASONABLY FORESEEN.
B. Liability Caps
EXCEPT AS SET FORTH HEREIN, THE TOTAL CUMULATIVE LIABILITY OF THE PARTIES UNDER THIS AGREEMENT WILL NOT EXCEED THE AMOUNTS PAID OR PAYABLE UNDER THIS AGREEMENT DURING THE PREVIOUS SIX (6) MONTHS. LIMITATIONS UNDER THIS SECTION (LIABILITY CAPS) WILL NOT APPLY TO:
i. FEES OWED BY CUSTOMER
ii. EITHER PARTY’S LIABILITY FOR INFRINGEMENT OF THE OTHER PARTY’S IP RIGHTS iii. EITHER PARTY’S LIABILITY RESULTING FROM GROSS NEGLIGENCE, FRAUD, OR WILLFUL OR CRIMINAL
MISCONDUCT
iv. CUSTOMER’S LIABILITY RESULTING FROM USE OF THE SERVICES IN BREACH OF THE ACCEPTABLE USE
POLICY OR EMERGENCY SERVICES POLICY
v. EITHER PARTY’S LIABILITY ARISING FROM DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE, OR FOR
ANY OTHER LIABILITY WHICH MAY NOT BE RESTRICTED, LIMITED, OR EXCLUDED PURSUANT TO APPLICABLE LAW.
11. Indemnification
A. Indemnification by RingCentral
i. RingCentral shall indemnify and hold harmless the Customer and its Affiliates for Indemnifiable Amounts, and shall defend any third-party claims or causes of action (a “Third Party Claim”) to the extent such Third Party Claim arises out of or alleges that:
a. The Services, as provided by RingCentral, infringe or misappropriate the patent, copyright, trademark, or trade secret rights of a third party.
ii. RingCentral will have no obligations under subsection (i) above to the extent the Third Party Claim arises from: (a) use of the Services in combination with data, software, hardware, equipment, or technology not provided or authorized by RingCentral in writing unless any of the foregoing are necessary for the proper operation of the Services; (b) modifications to the Services not made by RingCentral; (c) Customer Content; (d) failure to promptly install any updates of any software or firmware or accept or use any modified or replacement items provided free of charge by or on behalf of RingCentral; (e) breach of the Agreement; or (f) a Third Party Claim brought by Customer’s Affiliate, successor, or assignee. iii. If such a Third-Party Claim is made or appears possible, Customer agrees to permit RingCentral, at RingCentral’s sole discretion and expense, to (a) modify or replace the Services, or component or part thereof, to make it non-infringing or (b) obtain the right for Customer to continue to use the Services. If RingCentral determines that neither alternative is commercially reasonable, RingCentral may terminate this Agreement in its entirety or with respect to the affected Service, component or part (a “Discontinued Component”), effective immediately on written notice to Customer, in which case Customer will not owe any fees or charges relating to the Discontinued Component for any period subsequent to the date of such termination, and will be entitled to receive a refund of any prepaid but unused fees relating to the Discontinued Component. In the event the removal of the Discontinued Component does not substantially affect Customer’s use of the Services, the refund or fee abatement pursuant to the foregoing shall be a reasonable portion of the total fees owed by Customer for the Services as a whole based on the significance of the Discontinued Component to the total value of the Services as a whole. RingCentral’s obligations under this Sub-Section will be RingCentral’s sole and exclusive liability and Customer’s sole and exclusive remedies with respect to any actual or alleged intellectual property violations.
B. Indemnification by Customer. To the extent permitted by the laws and the constitution of the jurisdiction of Customer, Customer shall indemnify, and hold harmless RingCentral and its Affiliates for Indemnifiable Amounts, and shall defend any Third Party Claims arising out of or in connection with: (i) material violation of applicable Law by the Customer, its Affiliates, or their respective End Users in connection with their use of the Services; (ii) use of the Services in breach of the Use Policies; (iii) failure to promptly install any updates of any software or firmware or accept or use modified or replacement items provided free of charge by or on behalf of RingCentral; or (iv) Customer Content.
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C. Defense and Indemnification Procedures. Any Party seeking indemnification under this Section 11 (the “Indemnified Party”) shall provide the Party from which it seeks such indemnification (the “Indemnifying Party”) with the following: (a) prompt written notice of the Third-Party Claim, (b) sole control over the defense and settlement of the Third-Party Claim, and (c) reasonable information, cooperation, and assistance (at the Indemnifying Party’s sole expense except for the value of the time of the Indemnified Party’s personnel) in connection with the defense and settlement of the Third-Party Claim. The Indemnified Party’s failure to comply with the foregoing obligations will not relieve the Indemnifying Party of its defense or indemnification obligations under this Section 11 (Indemnification) except to the extent that the Indemnifying Party is materially prejudiced by such failure.
The Indemnified Party will have the right to participate (but not control), at its own expense, in the defense of such Third-Party Claim, including any related settlement negotiations. No such claim may be settled by the Indemnifying Party without the Indemnified Party’s express written consent (not to be unreasonably withheld, conditioned, or delayed) unless such settlement includes a full and complete release of all claims and actions against the Indemnified Party by each party bringing such ThirdParty Claim, requires no admission of fault, liability, or guilt by the Indemnified Party, and requires no act by the Indemnified Party other than the payment of a sum of money fully indemnified by the Indemnifying Party.
12. Warranties
A. RingCentral Warranty. RingCentral will provide the Services using a commercially reasonable level of skill and care, in material compliance with all applicable Laws and otherwise subject to the terms of this Agreement. To the extent permitted by Law, RingCentral shall pass through to Customer any and all warranties RingCentral receives in connection with equipment provided to Customer by or on behalf of RingCentral.
B. Customer Warranty. Customer’s and its End Users’ use of the Services must always comply with all applicable Laws and this Agreement. Further, when Customer’s subscription for Services exceeds one (1) fiscal year, Customer warrants that it shall exercise due diligence and best efforts to secure an adequate appropriation of funds on time from its legislative or similar government body to pay for the contracted Services in the follow-on fiscal year(s).
C. Disclaimer of Warranties. EXCEPT AS SPECIFICALLY SET FORTH IN THIS AGREEMENT AND TO THE FULLEST EXTENT PERMITTED BY LAW, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” AND RINGCENTRAL
MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED
WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT, QUIET ENJOYMENT, AND FITNESS FOR A PARTICULAR
PURPOSE AND ANY WARRANTIES ARISING FROM A COURSE OF DEALING OR USAGE IN TRADE, TOGETHER WITH SIMILAR WARRANTIES, WHETHER ARISING UNDER ANY LAW OR OTHERWISE. TO THE EXTENT THAT
RINGCENTRAL CANNOT DISCLAIM ANY SUCH WARRANTY AS A MATTER OF APPLICABLE LAW, THE SCOPE AND DURATION OF SUCH WILL BE LIMITED TO THE FULLEST EXTENT PERMITTED BY LAW.
13. Dispute Resolution
A. Governing Law. Any dispute arising out of or relating to this Agreement shall be governed and construed in accordance with the laws of CA, without regard to its choice of law rules, and the parties agree to submit to the jurisdiction of, and venue in, the courts in that state. The United Nations Convention on Contracts for the International Sale of Goods does not apply to this Agreement or Customer’s use of the products or Services.
B. Good Faith Attempt to Settle Disputes. In the event of a dispute, each Party shall appoint a duly authorized representative who shall use all reasonable endeavors to resolve in good faith any dispute within reasonable timescales.
C. Equitable Relief. Any breach of either Party’s IP Rights may cause that Party irreparable harm for which monetary damages will be inadequate and such Party may, in addition to other remedies available at Law or in equity, obtain injunctive relief without the necessity of posting a bond or other security, proof of damages, or similar requirement, in additional to any other relief to which such Party may be entitled under applicable Law.
D. Limitations. Except for actions for non-payment or liability arising from Section 11 (Indemnification), no claim, suit, action or proceeding relating to this Agreement may be brought by either Party more than two (2) years after the cause of action has accrued. Any actions, lawsuits, or proceedings must be conducted solely on an individual basis and the Parties expressly waive any right to bring any action, lawsuit or proceeding as a class or collective action, private attorney general action or in any other capacity acting in a representative capacity.
14. Miscellaneous
A. Relationship of the Parties. RingCentral and Customer are independent contractors, and this Agreement will not establish any relationship of partnership, joint venture, employment, franchise or agency between RingCentral and Customer.
B. Assignment. Neither Party may assign its rights or obligations under this Agreement or any Order Form without the prior written consent of the other Party, not to be unreasonably withheld or delayed. However, RingCentral may assign the Agreement or any portion thereof and any or all of its rights and obligations thereunder without consent (a) to an Affiliate; (b) as part of, or otherwise in connection with, the transfer or disposition of equity securities representing more than fifty percent (50%) of its voting control; (c) to the successor or surviving entity in connection with a merger, acquisition, or consolidation; or (d) as part of, or otherwise in connection with, the sale or other transfer of one or more of the service(s) under the Agreement or greater than 50% of the principal assets used in connection with the provision such service(s). This Agreement will bind and inure to the benefit of the Parties, and their permitted assigns and successors.
C. Notices. Except where otherwise expressly stated in the Agreement, all notices or other communications must be in English and are deemed to have been fully given when made in writing and delivered in person, upon delivered email, confirmed
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facsimile, or five days after deposit with an reputable overnight courier service, and addressed as follows: To RingCentral at RingCentral, Inc., Legal Dept., 20 Davis Drive, Belmont, CA 94002 USA, with a copy to [email protected], and to Customer at either the physical address or email address associated with the Customer Account.
Customer acknowledges and agrees that all electronic notices have the full force and effect of paper notices. The addresses to which notices may be given by either Party may be changed (a) by RingCentral upon written notice given to Customer pursuant to this Section or (b) by Customer in the Administrative Portal.
D. Force Majeure. Excluding either Party’s payment obligations under the Agreement, neither Party will be responsible or liable for any failure to perform or delay in performing to the extent resulting from any event or circumstance that is beyond that Party’s reasonable control, including without limitation any act of God; national emergency; third-party telecommunications networks; riot; war; terrorism; governmental act or direction; change in Laws; fiber, cable, or wire cut; power outage or reduction; rebellion; revolution; insurrection; earthquake; storm; hurricane; flood, fire, or other natural disaster; strike or labor disturbance; or other cause, whether similar or dissimilar to the foregoing, not resulting from the actions or inactions of such Party.
E. Third-Party Beneficiaries. RingCentral and Customer agree that there will be no third-party beneficiaries to this Agreement.
F. Headings, Interpretation. The headings, section titles, and captions used in the Agreement are for convenience of reference only and will have no legal effect. All defined terms include related grammatical forms, and, whenever the context may require, the singular form of nouns and pronouns include the plural, and vice versa. The Parties agree that this Agreement will be deemed to have been jointly and equally drafted by them, and that the provisions of this Agreement therefore should not be construed against a Party or Parties on the grounds that the Party or Parties drafted or was more responsible for drafting the provision(s).
G. Anti-Bribery. Each Party represents that in the execution of this Agreement and in the performance of its obligations under this Agreement it has complied and will comply with all applicable anti-bribery Laws and regulations, including, without limitation, the U.S. Foreign Corrupt Practices Act, the UK Bribery Act, and similar applicable Laws.
H. Export Control. Any services, products, software, and technical information (including, but not limited to, services and training) provided pursuant to the Agreement may be subject to U.S. export Laws and regulations. Customer will not use distribute, transfer, or transmit the services, products, software, or technical information (even if incorporated into other products) except in compliance with U.S. and other applicable export regulations.
I. Regulatory and Legal Changes. In the event of any change in Law, regulation or industry change that would prohibit or otherwise materially interfere with RingCentral’s ability to provide Services under this Agreement, RingCentral may terminate the affected Services or this Agreement or otherwise modify the terms thereof.
J. Use of Beta, Preview, or Early Access Software. If you use any beta, preview, or early access services, features, products, or software offered or made available by RingCentral, then you acknowledge that your use of the services, products, or software are governed by the Beta Evaluation License Agreement and not by this Agreement.
K. Entire Agreement. The Agreement, together with any exhibits, Order Forms, Use Policies, and Attachments, each of which is expressly incorporated into this Agreement with this reference, constitutes the entire agreement between the Parties and supersedes and replaces any and all prior or contemporaneous understandings, proposals, representations, marketing materials, statements, or agreements, whether oral, written, or otherwise, regarding such subject. RingCentral expressly rejects in their entirety any additional or conflicting terms or conditions contained in Customer purchase order, or similar Customer document, which the Parties agree are solely for the Customer’s convenience.
L. Order of Precedence. In the event of any conflict between the documents comprising this Agreement, precedence will be given to the documents in the following descending order: (i) the applicable Order Form (including any hyperlinks); (ii) the applicable Attachment; (iii) the main body of this Agreement; (iv) Use Policies and Data Processing Addendum incorporated by reference in this Agreement; and (v) and any other document expressly referred to in this Agreement which governs the Services. With respect to data processing, the Data Processing Addendum shall take precedence over any inconsistent terms in any of the documents listed in the previous sentence.
M. Amendments. Except as otherwise provided, this Agreement may only be modified by a written amendment executed by authorized representatives of both Parties. In no event will handwritten changes to any terms or conditions, including in the applicable Order Form, be effective.
N. Severability and Waiver. In the event any provision of this Agreement is held by a court of competent jurisdiction to be invalid, void or unenforceable, such provision(s) will be stricken and the remainder of this Agreement will remain legal, valid, and binding.
The failure by either Party to exercise or enforce any right conferred by this Agreement will not be deemed to be a waiver of any such right or to operate so as to bar the exercise or enforcement of any such or other right on any later occasion. Except as otherwise expressly stated in this Agreement, all rights and remedies stated in the Agreement are cumulative and in addition to any other rights and remedies available under the Agreement, at Law, or in equity.
O. Execution. Each Party represents and warrants that: (a) it possesses the legal right and capacity to enter into the Agreement and to perform all of its obligations thereunder; (b) the individual signing the Agreement and (each executable part thereof) on that Party’s behalf has full power and authority to execute and deliver the same; and (c) the Agreement will be a binding obligation of that Party. Each Party agrees that an Electronic Signature, whether digital or encrypted, is intended to authenticate this Agreement and to have the same force and effect as manual signatures.
P. Counterparts. This Agreement may be executed electronically and in separate counterparts each of which when taken together will constitute one in the same original.
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Q. Survival. The rights and obligations of either Party that by their nature would continue beyond the expiration or termination of this Agreement or an Order Form will survive expiration or termination of this Agreement or the Order Form, including without limitation payment obligations, warranty disclaimers, indemnities, limitations of liability, definitions and miscellaneous.
R. Family Education Rights and Privacy Act (FERPA). Customer Content when in-transit on the RingCentral Network and when at-rest within RingCentral Data Centers may contain communications and/or educational records pertaining to students in connection with the performance of the Services pursuant to the Agreement. RingCentral shall only use or disclose such Customer Content as is reasonably necessary to provide the Services or for RingCentral to otherwise perform its obligations under the Agreement.
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EXHIBIT A
DEFINITIONS
Definitions. Capitalized terms used in this Agreement but otherwise not defined have the following meaning:
1. “Account” means the numbered account established with RingCentral and associated with Customer and the Services provided to Customer under this Agreement. For billing and convenience purposes, multiple services, Digital Lines, or End Users may be included in a single billing account, and/or a single Customer may have multiple billing accounts encompassing different geographic locations, business units, or other designations as requested by Customer and accepted by RingCentral.
2. “Account Administrator” means the person(s) who have been granted authority by Customer to set up, amend, or otherwise control settings and/or make additional purchases for the Account via the Administrative Portal. Account Administrators may have varying levels of Account rights, skills, or permissions.
3. “Account Data” means: any business contact information provided with the Account; RingCentral-generated logs of calling or other metadata developed or collected in the provision of the Services; configuration data; and records of Digital Lines and any Services purchased under this Agreement.
4. “Administrative Fees” means any administrative recovery fees, 911 cost recovery fees and the like separately charged by RingCentral to Customer.
5. “Administrative Portal” means the online administrative portal through which Account Administrators control settings and/or make additional purchases for the Account.
6. “Affiliate(s)” means a person or entity that is controlled by a Party hereto, controls a Party hereto, or is under common control with a Party hereto, and “control” means beneficial ownership of greater than fifty percent (50%) of an entity’s then-outstanding voting securities or ownership interests.
7. “Attachment(s)” means documents appended to the contract containing additional terms for products and Services. Attachments and the terms and conditions contained therein are part of this Agreement.
8. “Confidential Information” means any information disclosed by or on behalf of the Disclosing Party) to the Receiving Party that should reasonably be considered as confidential given the nature of the information and the circumstances surrounding its disclosure.
9. “Customer Care” means Customer support operations delivered by RingCentral and/or its subcontractors.
10. “Customer Content” means the content of calls, facsimiles, SMS messages, voicemails, voice recordings, shared files, conferences, or other communications transmitted or stored through the Services.
11. “Digital Line” means a phone number assigned to an End User or a specifically designated location (e.g., conference room) and the associated voice service for inbound and outbound calling that permits an End User generally to make and receive calls to and from the public switched telephone network as well as to and from other extensions within the same Account.
12. “Disclosing Party” means the Party disclosing Confidential Information or on whose behalf Confidential Information is disclosed by such Party’s agents, including but not limited to, its Affiliates, officers, directors, employees, and attorneys.
13. “Electronic Signatures” means an electronic sound, symbol, or process, including clicking a digital button to accept, attached to or logically associated with a contract or other record and executed or adopted by a person with the intent to sign the record.
14. “End Point” means an application or device through which any End-User might access and/or use any of the Services, including without limitation IP Desk Phones, Desktop Clients, Web Clients, Mobile Applications, and Software Integrations.
15. “End User” means an individual user to whom Customer makes the Services available, and may be a natural person, and may include but is not limited to Customer’s employees, consultants, clients, external users, invitees, contractors, and agents.
16. “Helpdesk Support” shall mean the performance of the following tasks:
• Standard feature/functionality (“how to”) support for End Users (i.e. call forwarding, voice mail set-up, etc.). • Standard management of the Admin Interface within the product. • Support all moves, adds, changes, and deletes of employees.
17. “Indemnifiable Amounts” means all (X) damages and other amounts awarded against the Indemnified Party by a court of competent jurisdiction pursuant to a final judgment in connection with such Third-Party Claim; (Y) any amounts payable by the Indemnified Party or its Affiliates pursuant to a binding, written agreement settling the Third Party Claim, provided such agreement is approved in advance in writing by the Indemnifying Party; and (Z) all reasonable costs and expenses paid to third parties by the Indemnified Party or its Affiliates in connection with the Indemnified Party’s or its Affiliates’ attorneys’ fees and related expenses.
18. “Indemnifying Party” and “Indemnified Party” have the meanings set forth in Section 11(C) (Defense and Indemnification Procedures).
19. “Initial Term” has the meaning set forth in Section 2(D) (Services Term).
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20. “Intellectual Property Rights” or “IP Rights” means all common law and statutory rights (whether registered or unregistered, or recorded or unrecorded, regardless of method) arising out of or associated with: (a) patents and patent applications, inventions, industrial designs, discoveries, business methods, and processes; (b) copyrights and copyright registrations, and “moral” rights; (c) the protection of trade and industrial secrets and Confidential Information; (d) other proprietary rights relating to intangible property; (e) trademarks, trade names and service marks; (f) a person’s name, likeness, voice, photograph or signature, including without limitation rights of personality, privacy, and publicity; (g) analogous rights to those set forth above; and (h) divisions, continuations, continuations-in-part, renewals, reissuances and extensions of the foregoing (as applicable).
21. “Law” means any law, statute, regulation, rule, ordinance, administrative guidance, treaty or convention, or court or administrative order or ruling of any governing Federal, State, local or non-U.S. governmental body with jurisdiction over the Services.
22. “Order Form(s)” means a request for Service describing the type and quantity of Services required by Customer and submitted and accepted by the Parties in accordance with Section 2(A) (Ordering Services). The Order Form may be presented and executed via the Administrative Portal.
23. “Receiving Party” means the Party or its agents, including, but not limited to its Affiliates, officers, directors, employees, and attorneys receiving Confidential Information.
24. “Renewal Term” has the meaning set forth in Section 2(D) (Services Term).
25. “RingCentral Network” means the network and supporting facilities between and among the RingCentral points of presence (“PoP(s)”), up to and including the interconnection point between the RingCentral’s network and facilities, and the public Internet, and the Public Switched Telephone Network (PSTN). The RingCentral Network does not include the public Internet, a Customer’s own private network, or the PSTN.
26. “Service(s)” means all services provided under this Agreement and set forth in one or more Order Form(s).
27. “Start Date” means the date so identified in the relevant Order Form or the date on which Customer orders Services via the Administrative Portal.
28. “Taxes” means any and all federal, state, local, municipal, foreign, and other taxes and fees charged or collected from Customers, including but not limited to any Universal Service Fund, TRS and 911 taxes and fees.
29. “Term” means the Initial Term plus any Renewal Terms.
30. “Third Party Claim” has the meaning set forth in Section 11(A) (Indemnification by RingCentral).
31. “Use Policy” refers to any of the policies identified in Section 5(B) (Use Policies).
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ATTACHMENT A
SERVICE ATTACHMENT - RINGEX SERVICES
This Service Attachment is a part of the Master Services Agreement (the “Agreement”) that includes the terms and conditions agreed by the Parties under which RingCentral will provide to the Customer the RingEX Services as described under the applicable Order Form (the “Services”).
1. Service Overview
The Services are a cloud-based unified communications service that includes enterprise-class voice, fax, call handling, mobile apps, and bring-your-own-device (BYOD) capability that integrates with a growing list of applications.
The Services include:
Voice Services, including extension-to-extension calling and the ability to make and receive calls to and from the public switched telephone network (PSTN)
Video and audio-conferencing service, including screen sharing Collaboration Tools, including One-to-One and Team Chat, File Sharing, task management, SMS/Texting (where available), and other innovative tools
The Services may be accessed from a variety of user End Points, including IP Desk Phones, Desktop Clients, Web Clients, Mobile Applications, and Software Integrations.
2. RingEX Purchase Plans
A. Tiers of Service. The Services are made available in several pricing tiers, which are described more fully at https://www.ringcentral.com/office/plansandpricing.html. While RingCentral offers unlimited monthly plans for some of its products and services, RingCentral Services are intended for regular business use. “Unlimited” use does not permit any use otherwise prohibited by the Acceptable Use Policy, available at https://www.ringcentral.com/legal/acceptable-use-policy.html, including trunking, access stimulation, reselling of the Services, etc. Use of the RingCentral AI Assistant capabilities is subject to the applicable terms contained in the AI Assistant Add-On Service Description available at https://www.ringcentral.com/legal/add-on-services.html#qlnks-12.
B. Minute and Calling Credit Bundles. Each plan includes a number of Toll-Free minutes, per month, which are pooled to create a single allotment of Toll-Free minutes available for the entire account. Core/Advanced/Ultra tier plans include a monthly allotment of 100/1000/10000 toll free minutes per account, respectively. Overage charges of 3.9¢ per minute apply to calls made in excess of allotment.
International Calling Credit Bundles can be purchased in addition to any base amount included with the purchased tier.
International External Calls are charged against Calling Credits on the Account per destination rates, or as overage once Calling Credits are exceeded. Currently effective rates are available at https://www.ringcentral.com/support/international-rates.html.
Extension-to-Extension Calls within the Customer account never incur any usage fee and are unlimited, except to the extent that such calls are forwarded to another number that is not on the Customer account.
Additional Calling Credits may be purchased through the Auto-Purchase feature, which can be selected for automatic purchase in various increments on the Administrative Portal. Auto-Purchase is triggered when the combined usage of all End Users on an Account exceeds the total Calling Credits or when End Users make calls with additional fees (e.g., 411).
Minute Bundles and Calling Credit Bundles expire at the end of month and cannot roll over to the following month. AutoPurchased Calling Credits expire twelve (12) months from date of purchase. Bundles may not be sold, transferred, assigned, or applied to any other customer.
C. Enhanced Business SMS Allotment and Pricing. Each plan includes a number of SMS per each user, per month, which are pooled to create a single allotment of SMS available to the entire account. Core/Advanced/Ultra tier plans include a monthly allotment of 25/100/200 SMS, per user respectively. Each SMS sent or received will be deducted from the pool of available SMS on the account. Overage charges apply to SMS sent or receive in excess of allotment and will be charged at the then-applicable rates, available at https://www.ringcentral.com/support/new-sms-rates.html. Additional SMS bundles are available for purchase at discounted prices. Customer must successfully register phone numbers with the SMS registar prior to using SMS. RingCentral may attempt to deliver SMS sent from unregistered phone numbers at its discretion, however unregistered SMS are excluded from the monthly allotment and any purchased SMS bundles, and will be charged at then-applicable unregistered SMS rates, available at https://www.ringcentral.com/support/new-sms-rates.html.
3. Operator Assisted Calling, 311, 511 and other N11 Calling RingCentral does not support 0+ or operator assisted calling (including, without limitation, collect calls, third party billing calls, 900, or other premium line numbers or calling card calls). The Services may not support 211, 311, 411, 511 and/or N11 calling. To the extent they are supported, additional charges may apply for these calls.
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4. Directory Listing Service
RingCentral offers directory listing (the “Directory Listing Service”). If Customer subscribes to the Directory Listing Service, RingCentral will share certain Customer Contact Data with third parties as reasonably necessary to include in the phone directory (“Listing Information”). This information may include, but is not limited to, Customer’s company name, address, and phone numbers. Customer authorizes RingCentral to use and disclose the Listing Information for the purpose of publishing in, and making publicly available through, third-party directory listing services, to be selected by RingCentral or third-party service providers in their sole discretion. Customer acknowledges and agrees that by subscribing to the Directory Listing Service, Customer’s Listing Information may enter the public domain and that RingCentral cannot control third parties’ use of such information obtained through the Directory Listing Service.
A. Opt Out. Customer may opt out of the Directory Listing Service at any time; however, RingCentral is not obligated to have Customer’s Listing Information removed from third-party directory assistance listing services that have already received Customer’s information.
B. No Liability. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or inconvenience caused by calls made to Customer’s telephone number; materials sent to Customer, inaccuracies, errors or omissions with Listing Information; or any other use of such information. RingCentral will not be liable to Customer for any use by third parties of Customer’s Listing Information obtained through the Directory Listing Service, including without limitation the use of such information after Customer has opted out of the Directory Listing Service.
5. Global RingEX or RingCentral Global Office. Global RingEX (which is also known as RingCentral Global Office and references in the Service Description to Global RingEX shall also refer to Global Office) provides a single communications system to companies that have offices around the world, offering localized service in countries for which Global RingEX is available. Additional information related to Global RingEX Services is available at http://www.ringcentral.com/legal/policies/global-office-countries.html. This section sets forth additional terms and conditions concerning RingCentral’s Global RingEX for customers that subscribe to it.
A. Emergency Service Limitations for Global RingEX. RingCentral provides access to Emergency Calling Services in many, but not all, countries in which RingCentral Global RingEX is available, allowing End Users in most countries to access Emergency Services. Emergency Services may only be accessed within the country in which the Digital Line is assigned, e.g., an End User with a Digital Line assigned in Ireland may dial Emergency Services only within Ireland. Access to Emergency Calling Services in RingCentral Global RingEX countries, where available, is subject to the Emergency Services Policy, available at https://www.ringcentral.com/legal/emergency-services.html. Customer must make available and will maintain at all times traditional landline and/or mobile network telephone services that will enable End Users to call the applicable Emergency Services number. Customer may not use the RingCentral Services in environments requiring fail-safe performance or in which the failure of the RingCentral Services could lead directly to death, personal injury, or severe physical or environmental damage.
B. Global RingEX Provided Only in Connection with Home Country Service. RingCentral provides Global RingEX Service only in connection with Services purchased in the Home Country. RingCentral may immediately suspend or terminate Customer’s Global RingEX Services if Customer terminates its Digital Lines in the Home Country. All invoicing for the Global RingEX Services will be done in the Home Country on the Customer’s Account, together with other Services purchased under this Agreement, using the Home Country’s currency. Customer must at all times provide a billing address located in the Home Country. RingCentral will provide all documentation, licenses, and services in connection with the Global RingEX Service in English; additional language support may be provided at RingCentral’s sole discretion.
C. Primary Place of Use of Global RingEX Service. Customer represents and warrants that the primary place of use of the Global RingEX Services will be the country in which the Digital Line is assigned, e.g., an End User with a Digital Line assigned in Ireland will primarily use that Digital Line in Ireland.
D. Relationships with Local Providers. In connection with the provision of Global RingEX Services, RingCentral relies on local providers to supply certain regulated communication services; for example (i) for the provision of local telephone numbers within local jurisdictions; (ii) to enable you to place local calls within local jurisdictions; and (iii) to enable you to receive calls from nonRingCentral numbers on Customer’s Global RingEX telephone number(s), by connecting with the local public switched telephone network. Customer hereby appoints RingCentral as Customer’s agent with power of attorney (and such appointment is coupled with an interest and is irrevocable during the Term) to conclude and enter into agreements with such local providers on Customer’s behalf to secure such services. RingCentral’s locally licensed affiliates provide all telecommunications services offered to Customer within the countries in which such affiliates are licensed; in some cases, RingCentral may obtain services from locally licensed providers on Customer’s behalf. RingCentral is responsible for all contracting, billing, and customer care related to those services. Customer is responsible for providing RingCentral with all information necessary for RingCentral to obtain numbers in Global RingEX countries.
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6. Additional Services. RingCentral offers add-on services for the Services (where available), which are described at https://www.ringcentral.com/legal/microsoft-teams-services-attachment.html. Additional terms or charges may apply, depending on the selected features.
7. Bring Your Own Carrier (BYOC) Services. RingCentral offers a software-as-a-service in which customers provide and maintain their own local telecommunications services, which may be connected to RingCentral's cloud PBX, videoconferencing, and team messaging services. BYOC and additional terms are described and available at https://www.ringcentral.com/legal/BYOC-servicedescription.html.
8. Definitions. Terms used herein but not otherwise defined have the meanings ascribed to them in the Agreement. For purposes of this Service Attachment, the following terms have the meanings set forth below:
A. “Digital Line” means a phone number assigned to an End User or a specifically designated location (e.g., conference room) and the associated voice service for inbound and outbound calling that permits the End User generally to make and receive calls to and from the public switched telephone network as well as to and from other extensions within the same Account.
B. “End Point” means an application or device through which any End-User might access and/or use any of the Services, including without limitation IP Desk Phones, Desktop Clients, Web Clients, Mobile Applications, and Software Integrations.
C. “Extension-to-Extension Calls” means calls made and received between End Points on the Customer Account with RingCentral, regardless of whether the calls are domestic or international.
D. “External Calls” means calls made to or received from external numbers on the PSTN that are not on the Customer Account with RingCentral.
E. “Home Country” means the United States or the country that is otherwise designated as Customer’s primary or home country in the Order Form.
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ATTACHMENT B
SERVICE LEVEL AGREEMENT FOR RINGEX SERVICES
This Service Level Agreement for RingEX Services (the “RingEX SLA”) is a part of the Master Services Agreement (the “Agreement”) that includes the Service Availability levels RingCentral commits to deliver on the RingCentral Network for RingEX Services.
1. Overview
RingCentral will maintain the following performance levels:
Performance Level
Voice Services Availability
(Monthly Calculation) 99.999%
Quality of Voice Service
(Monthly Calculation) 3.8 MOS Score
2. Minimum Eligibility
Customer is entitled to the benefits of this RingEX SLA only to the extent that Customer maintains a minimum of fifty (50) Digital Lines under the RingEX Service Attachment with a minimum twelve (12) month Term. This RingEX SLA shall not apply to any period of time where Customer does not meet the foregoing requirements.
3. Service Delivery Commitments
A. Calculation of Service Availability for Voice Services Service Availability = [ 1 – ((number of minutes of Down Time x number of Impacted Users) / (total number users x total number of minutes in a calendar month))] x 100
Service Availability shall be rounded to nearest thousandth of a percent in determining the applicable credit. Service Credits for Down Time will not exceed 30% MRC.
B. Calculation of Service Credits
Customer is entitled to the Accelerated Service Credits calculated based on the table below:
B.1 Accelerated Service Credit Table
Voice Service Availability Service Credits
≥ 99.999% 0% MRC
≥ 99.500% and < 99.999% 5% MRC
≥ 99.000% and < 99.500% 10% MRC
≥ 95.000% and < 99.000% 20% MRC
< 95.000% 30% MRC
C. No Cumulative Credits
Where a single incident of Down Time affects RingEX Services and any other Services provided by RingCentral and covered under a separate service level agreement executed between the parties, resulting in Service Credits under both agreements, Customer is entitled to claim Service Credits under one of the agreements, but not for both.
Service Credits to be paid under this RingEX SLA will be calculated based on Customer’s RingEX MRC only and will not include any other fees paid by RingCentral for any other Services, (e.g., Contact Center Services). Service Credits may not exceed the total MRC paid for the relevant Services.
D. Qualifying for Service Credits
Service Credits for Down Time will accrue only to the extent:
i. Down Time exceeds 1 minute.
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ii. Customer reports the occurrence of Down Time to RingCentral by opening a Support Case within twenty-four (24) hours of the conclusion of the applicable Down Time period.
iii. RingCentral confirms that the Down Time was the result of an outage or fault on the RingCentral Network. iv. Customer is not in material breach of the Agreement, including its payment obligations. v. Customer must submit a written request for Service Credits to Customer Care within thirty (30) days of the date the Support Case was opened by Customer, including a short explanation of the credit claimed and the number of the corresponding Support Case.
4. Quality of Service Commitments
A. Quality of Service Targets. RingCentral will maintain an average MOS score of 3.8 over each calendar month for Customer Sites in the Territory, except to the extent that Customer endpoints connect via public Wi-Fi, a low bandwidth mobile data connection (3G or lower), or Customer uses of narrowband codecs such as G.729.
B. Quality of Service Report. Customer may request a Quality of Service Report for the preceding calendar month by submitting a Support Case. RingCentral will endeavor to provide the Quality of Service Report within five (5) business days.
C. Diagnostic Investigation. If the Quality of Service Report shows a failure to meet the target 3.8 average MOS as calculated under this Section, RingCentral will use industry-standard diagnostic techniques to investigate the cause of the failure. Customer shall cooperate with RingCentral in this investigation fully and in good faith.
D. Diagnostic Remediation. Based on its investigation, RingCentral will provide a reasonable determination of the root cause(s) of any failure for the quality of service to meet the target MOS of 3.8. RingCentral will resolve any root cause(s) on the RingCentral Network; Customer shall timely implement settings or other resolution advised by RingCentral to improve the quality of service.
5. Chronic Service Failures
A. Service Availability. Customer may terminate the Agreement without penalty, and will receive a pro-rata refund of all prepaid, unused fees in the following circumstances if RingCentral fails to meet a Service Availability of at least 99.9% on the RingCentral Network for Voice Servicesduring any three (3) calendar Months in any continuous 6 Month period, and customer has timely reported Down Time as set forth herein.
B. Quality of Service. Customer may terminate the affected Customers Sites under its Agreement without penalty, and will receive a pro-rata refund of all prepaid, unused fees in the following circumstances if RingCentral fails to meet a minimum 3.5 MOS, as measured in duly requested Quality of Service Reports, for the affected Customer Sites within 4 months of the date of Customer’s initial Support Case requesting a Quality of Service Report, except that such right inures only to the extent that Customer has complied fully and in good faith with the cooperation requirements and timely implemented all suggestions from RingCentral, in RingCentral’s sole reasonable judgment.
C. To exercise its termination right under this RingEX SLA, Customer must deliver written notice of termination to RingCentral no later than ten (10) business days after its right to terminate under this Section accrues.
6. Sole Remedy
The remedies available pursuant to this RingEX SLA (i.e. the issuance of credits and termination for chronic service failure) shall be Customer’s sole remedy for any failure to meet committed services levels under this RingEX SLA.
7. Definitions
Terms used herein but not otherwise defined have the meanings ascribed to them in the Agreement. For purposes of this Service Level Agreement, the following terms have the meanings set forth below:
A. “Down Time” is an unscheduled period during which the Voice Services for RingEX on the RingCentral Network are interrupted and not usable, except that Down Time does not include unavailability or interruptions due to (1) acts or omissions of Customer; (2) an event of a Force Majeure; or (3) Customer’s breach of the Agreement. Down Time begins to accrue after one (1) minute of unavailability, per incident.
B. “Impacted User” means a user with a Digital Line affected by Down Time. In the event that due to the nature of the incident it is not possible for RingCentral to identify the exact number of users with a Digital Line affected by Down Time, RingCentral will calculate the Impacted Users on a User-Equivalency basis as defined below.
C. “MOS” means the Mean Opinion Score, determined according to the ITU-T E-model, as approved in June 2015, rounding to the nearest tenth of a percent. MOS provides a prediction of the expected voice quality, as perceived by a typical telephone user, for an end-to-end (i.e. mouth-to-ear) telephone connection under conversational conditions. MOS is measured by RingCentral using network parameters between the Customer endpoint, e.g., the IP Phone or Softphone, and the RingCentral Network, and will accurately reflect quality of the call to the caller using the Voice Services.
D. “MRC” means the monthly recurring subscription charges (excluding taxes, administrative or government mandated fees, metered billings, etc.) owed by Customer to RingCentral for RingEX Services for the relevant month. If customer is billed other than on a monthly basis, MRC refers to the pro-rata portion of the recurring subscription charges for the relevant calendar month.
MRC does not include one-time charges such as phone equipment costs, set-up fees, and similar amounts, nor does it include any charges or fees for services other than RingEX Services.
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E. “Quality of Service Report” means a technical report provided by RingCentral, detailing MOS and related technical information.
F. “RingCentral Network” means the network and supporting facilities between and among the RingCentral points of presence (“PoP(s)”), up to and including the interconnection point between the RingCentral’s network and facilities, and the public Internet, and the PSTN. The RingCentral Network does not include the public Internet, a Customer’s own private network, or the Public Switched Telephone Network (PSTN).
G. “Service Availability” is the time for which Voice Services for RingEX are available on the RingCentral Network, expressed as a percentage of the total time in the relevant calendar month, and calculated as set forth above.
H. “Service Credits” means the amount that RingCentral will credit a Customer’s account pursuant to this RingEX SLA.
I. “Site” means a physical location in the Territory at which Customer deploys and regularly uses at least five (5) RingCentral Digital Lines. A Digital Line used outside such physical location for a majority of days in the relevant calendar month, such as home offices, virtual offices, or other remote use, will not be included in the line count for this purpose.
J. “Support Case” means an inquiry or incident reported by the Customer, through its Helpdesk Support, to Customer Care via the designated Customer Care portal.
K. “Territory” means those countries in which Customers subscribes to RingEX or Global RingEX Services.
L. “User-Equivalency” means the calculation made by RingCentral to estimate the percentage of the Voice Services impacted by the Down Time. RingCentral may use number of calls, network, device information, vendor and customer reports, and its own technical expertise to make these calculations.
M. “Voice Services” means the audio portion of the Services, across endpoints, including the Softphone, and IP desk phone.
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1. Scope
ATTACHMENT C
RINGCENTRAL SECURITY ADDENDUM
This document describes the Information Security Measures (“Measures”) that RingCentral has in place when processing Protected Data through RingCentral Services.
2. Definitions
For purposes of this Security Addendum only, capitalized terms, not otherwise defined herein, have the meaning set forth in the Agreement.
A. “Ring Central Services”, or “Services”, means services offered by RingCentral and acquired by the Customer.
B. “Customer” means the entity that entered into the Agreement with RingCentral.
C. “Protected Data” means Customer and partner data processed by RingCentral Services, as defined in the applicable RingCentral DPA or Agreement, including “personal data” and “personal information” as defined by applicable privacy laws, confidential data as defined in the Agreement, account data, configuration data, communication content including messages, voicemail, and video recording.
D. “Agreement” means the agreement in place between RingCentral and the Customer for the provision of the Services.
E. “Personnel” means RingCentral employees, contractors or subcontracted Professional Services staff.
3. Information Security Management
A. Security Program
RingCentral maintains a written information security program that:
i. Includes documented policies or standards appropriate to govern the handling of Protected Data in compliance with the Agreement and with applicable law.
ii. Is managed by a senior employee responsible for overseeing and implementing the program. iii. Includes administrative, technical, and physical safeguards reasonably designed to protect the confidentiality, integrity, and availability of Protected Data.
iv. Is appropriate to the nature, size, and complexity of RingCentral’s business operations.
B. Security Policy Management
RingCentral’s security policies, standards, and procedures:
i. Align with information security established industry standards. ii. Are subject to ongoing review.
iii. May be revised to reflect changes in industry best practices.
C. Risk Management
RingCentral:
i. Performs cybersecurity risk assessments to identify threats to their business or operations at least annually. ii. Updates RingCentral policies, procedures and standards as needed to address threats to RingCentral’s business or operations.
4. Independent security assessments
A. External Audit
RingCentral:
i. Uses qualified independent third-party auditors to perform security audits covering systems, environments, and networks where Protected Data is processed, including
a. SOC2 Type II
b. IES/ISO 27001.
ii. maintains additional audits and compliance certifications as appropriate for RingCentral’s business and as identified at www.ringcentral.com/trust-center.html.
B. Distribution of Reports
Copies of relevant audit reports and certifications:
i. Will be provided to Customer on request.
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ii. Are subject to Non-Disclosure Agreement.
C. Annual Risk Assessment Questionnaire
Customer may, on one (1) occasion within any twelve (12) month period, request that RingCentral complete a third-party risk assessment questionnaire within a reasonable time frame.
In case of conflict between this section and the equivalent section in the RingCentral DPA, the DPA takes precedence.
5. Human Resource Security
A. Background Checks
RingCentral requires pre-employment screenings of all employees. RingCentral ensures criminal background searches on its employees to the extent permitted by law. Each background check in the US includes:
i. An identity verification (SSN trace).
ii. Criminal history checks for up to seven (7) years for felony and misdemeanors at the local, state, and federal level, where appropriate.
iii. Terrorist (OFAC) list search, as authorized by law.
Internationally, criminal history checks are conducted as authorized by local law.
Background checks are conducted by a member of the National Association of Professional Background Screeners or a competent industry-recognized company in the local jurisdiction.
B. Training
RingCentral will ensure that all employees including contractors:
i. Complete annual training to demonstrate familiarity with RingCentral’s security policies. ii. Complete annual training for security and privacy requirements, including CyberSecurity awareness, GDPR, and CCPA. iii. Have the reasonable skill and experience suitable for employment and placement in a position of trust within RingCentral.
C. Workstation Security
RingCentral ensures that:
i. RingCentral employees either use RingCentral owned and managed devices in the performance of their duties or Bring Your Own Device (BYOD) device.
ii. All devices, whether RingCentral owned and managed or Bring Your Own Device (BYOD) device, are enrolled in the full RingCentral managed device program.
D. Data Loss Prevention
RingCentral employs a comprehensive system to prevent the inadvertent or intentional compromise of RingCentral data and Protected Data.
E. Due Diligence Over Sub-Contractors
RingCentral will:
i. maintain a security process to conduct appropriate due diligence prior to engaging sub-contractors. ii. assess the security capabilities of any such sub-contractors on a periodic basis to ensure subcontractors’ ability to comply with the Measures described in this document.
iii. apply written information security requirements that oblige sub-contractors to adhere to RingCentral’s key information security policies and standards consistent with and no less protective than these Measures.
F. Non-Disclosure
RingCentral ensures that employees and contractors/sub-contractors who process Protected Data are bound in writing by obligations of confidentiality.
6. Physical Security
A. General
RingCentral:
i. Restricts access to, controls, and monitors all physical areas where RingCentral Services process Protected Data (“Secure Areas”).
ii. Maintains appropriate physical security controls on a 24-hours-per-day, 7-days-per-week basis (“24/7”). iii. Revokes any physical access to Secure Areas promptly after the cessation of the need to access buildings and system(s).
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iv. Performs review of access rights on at least an annual basis.
B. Access and Authorization Processes
RingCentral maintains a documented access authorization and logging process. The authorization and logging process will include at minimum:
i. Reports detailing all access to Secure Areas, including the identities and dates and times of access. ii. Reports to be maintained for at least one year as allowed by law. iii. Video surveillance equipment to monitor and record activity at all Secure Areas entry and exit points on a 24/7 basis to the extent permitted by applicable laws and regulations.
iv. Video recording to be maintained for at least 30 days or per physical location provider’s policies.
C. Data Centers
To the extent that RingCentral is operating or using a data center, RingCentral ensures that physical security controls are in alignment with industry standards such as ISO 27001 and SSAE 16 or ISAE 3402 or similar standard including:
i. Perimeter security including fencing/barriers and video surveillance. ii. Secure access including security guard/reception.
iii. Interior access controlled through RFID cards, 2FA, anti-tailgating controls. iv. Redundant utility feeds and support for continuous delivery through backup systems. v. Redundant network connection from multiple providers.
7. Logical Security
A. User Identification and Authentication
RingCentral:
i. Maintains a documented user management lifecycle management process that includes manual and/or automated processes for approved account creation, account removal and account modification for all Information Resources and across all environments.
ii. Ensures that RingCentral users have an individual accounts for unique traceability. iii. Ensures that RingCentral users do not use shared accounts; where shared accounts are technically required controls are in place to ensure traceability.
iv. RingCentral user passwords are configured aligned with current NIST guidance.
For the customer facing applications, Customers may choose to integrate with SSO (Single Sign on) so that Customer retains control over their required password settings including Customer’s existing MFA/2FA solutions.
B. User Authorization and Access Control
RingCentral:
i. Configures remote access to all networks storing or transmitting Protected Data to require multi-factor authentication for such access.
ii. Revokes access to systems and applications that contain or process Protected Data promptly after the cessation of the need to access the system(s) or application(s).
iii. Has the capability of detecting, logging, and reporting access to the system and network or attempts to breach security of the system or network.
RingCentral employs access control mechanisms that are intended to:
i. Limit access to Protected Data to only those Personnel who have a reasonable need to access said data to enable RingCentral to perform its obligations under the Agreement. ii. Prevent unauthorized access to Protected Data.
iii. Limit access to users who have a business need to know. iv. Follow the principle of least privilege, allowing access to only the information and resources that are necessary. v. Perform review access controls on a minimum annual basis for all RingCentral’s systems that transmit, process, or store Protected Data.
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8. Telecommunication and Network Security
A. Network Management
RingCentral:
i. Maintains network security program that includes industry standard firewall protection and two-factor authentication for access to RingCentral’s networks.
ii. Deploys an Intrusion Detection Systems (IDS) and/or Intrusion Prevention Systems (IPS) to generate, monitor, and respond to alerts which could indicate potential compromise of the network and/or host. iii. Monitors web traffic from the Internet and from internal sources to detect cyber-attacks including Distributed Denial of Service (DDoS) attacks against web sites / services and to block malicious traffic.
B. Network Segmentation
RingCentral:
i. Implements network segmentation between the corporate enterprise network and hosting facilities for Services. ii. Ensures separation between environments dedicated to development, staging, and production. iii. Restricts access between environments to authorized devices. iv. Controls configuration and management of network segregation and firewall rules through a formal request and approval process.
C. Network Vulnerability Scanning
RingCentral:
i. Runs internal and external network vulnerability scans against information processing systems at least quarterly. ii. Evaluates findings based on (where applicable) CVSS score and assessment of impact, likelihood, and severity. iii. Remediates findings following industry standard timelines.
9. Operations Security
A. Asset Management
RingCentral:
i. Maintains an accurate and current asset register covering hardware and software assets used for the delivery of services. ii. Maintains accountability of assets throughout their lifecycle. iii. Maintains processes to wipe or physically destroy physical assets prior to their disposal.
B. Configuration Management
RingCentral:
i. Maintains baseline configurations of information systems and applications based on industry best practices including:
a. Removal of all vendor-provided passwords.
b. Remove/disable unused services and settings.
c. Anti-malware/endpoint protection as technically feasible. ii. Enforces security configuration settings for systems used in the provision of the Services. iii. Ensures that clocks of all information processing systems are synchronized to one of more reference time sources.
C. Malicious Code Protection
i. To the extent practicable, RingCentral has endpoint protection in place, in the form of Endpoint Detection and Response (EDR) and/or antivirus software, installed and running on servers and workstations. ii. EDR alerts are monitored, and immediate action is taken to investigate and remediate any abnormal behavior. iii. Where used, antivirus software will be current and running to scan for and promptly remove or quarantine viruses and other malware on Windows servers and workstations.
D. Vulnerability, Security Patching
RingCentral:
i. Monitors for publicly disclosed vulnerabilities and exposures for impact to Supplier’s information systems and products. ii. Ensures quality assurance testing of patches prior to deployment.
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iii. Ensures that all findings resulting from network vulnerability scanning and relevant publicly disclosed vulnerabilities and exposures are remediated according to industry best practices, including CVSS score and assessment of impact, likelihood and severity and are remediated following industry standard timelines.
E. Logging and Monitoring
RingCentral shall ensure that:
i. All systems, devices or applications associated with the access, processing, storage, communication and/or transmission of Protected Data, generate audit logs.
ii. Access to Protected Data is logged.
iii. Logs include sufficient detail that they can be used to detect significant unauthorized activity. iv. Logs are protected against unauthorized access, modification, and deletion. v. Logs are sent to a centralized location for aggregation and monitoring.
10. Software Development and Maintenance
A. Secure Development Lifecycle
RingCentral:
i. Applies secure development lifecycle practices, including, during design, development, and test cycles. ii. Ensures that products are subject to security design review including threat considerations and data handling practices. iii. Ensures that Services are subject to a secure release review prior to promotion to production.
B. Security Testing
As part of the secure development lifecycle, RingCentral:
i. Performs rigorous security testing, including, as technically feasible:
a. static code analysis.
b. source code peer reviews.
c. dynamic and interactive security testing.
d. security logic, or security “QA” testing.
ii. Ensures that Internet-facing applications are subject to application security assessment reviews and testing to identify common security vulnerabilities as identified by industry-recognized organizations (e.g., OWASP Top 10 Vulnerabilities, CWE/SANS Top 25 vulnerabilities).
iii. For all mobile applications (i.e. running on Android, Blackberry, iOS, Windows Phone) that collect, transmit or display Protected Data, conducts an application security assessment review to identify and remediate industry-recognized vulnerabilities specific to mobile applications.
iv. Does NOT use Protected Data for testing.
v. Makes all reasonable effort to identify and remediate software vulnerabilities prior to release.
C. Annual Penetration Testing
RingCentral:
i. Engages qualified, independent third-party penetration testers to perform annual penetration test against its Products and environments where Protected Data is hosted.
ii. Requires sub-processors to perform similar penetration testing against their systems, environments, and networks. iii. Ensures remediation of all findings in a commercially reasonable period of time.
D. Product Vulnerability Management
RingCentral:
i. Uses commercially reasonable efforts to regularly identify software security vulnerabilities in RingCentral Services. ii. Provides relevant updates, upgrades, and bug fixes for known software security vulnerabilities, for any software provided or in which any Protected Data is processed.
iii. Ensures that all findings resulting from internal and external testing are evaluated according to industry best practices, including CVSS score and assessment of impact, likelihood and severity and are remediated following industry standard timelines.
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E. Open Source and Third-Party Software
RingCentral:
i. Maintains an asset registry of all third-party software (TPS) and open-source software (OSS) incorporated into the Services. ii. Uses commercially reasonable efforts to ensure the secure development and security of open-source software and thirdparty software used by RingCentral. iii. Uses commercially reasonable efforts to evaluate, track and remediate vulnerabilities of open-source software (OSS) and other third-party libraries that are incorporated into the Services.
11. Data Handling
A. Data Classification
RingCentral maintains data classification standards including:
i. Public data, data that is generally available or expected to be known to the public. ii. Confidential data, data that is not available to the general public.
Protected Data is classified as RingCentral Confidential Data.
B. Data Segregation
RingCentral:
i. Ensures physical or logical segregation of Protected Data from other customers’ data. ii. Ensures physical separation and access control to segregate Protected Data from RingCentral data.
C. Encryption of Data
RingCentral:
i. Shall ensure encryption of Protected Data in electronic form in transit over all public wired networks (e.g., Internet) and all wireless networks (excluding communication over Public Switch Telephone Networks). ii. Excepting the Engage Communities feature of Engage Digital, shall ensure encryption of Protected Data in electronic form when stored at rest.
iii. Uses industry standard encryption algorithms and key strengths to encrypt Protected Data in transit over all public wired networks (e.g., Internet) and all wireless networks.
D. Destruction of Data
RingCentral shall:
i. Ensure the secure deletion of data when it is no longer required. ii. Ensure that electronic media that has been used in the delivery of Services to the Customer will be sanitized before disposal or repurposing, using a process that assures data deletion and prevents data from being reconstructed or read. iii. Destroy any equipment containing Protected Data that is damaged or non-functional.
12. Incident Response
RingCentral’s incident response capability is designed to comply with statutory and regulatory obligations governing incident response. As such, RingCentral:
A. Maintains an incident response capability to respond to events potentially impacting the confidentiality, integrity and/or availability of Services and/or data including Protected Data.
B. Has a documented incident response plan based on industry best practices.
C. Has a process for evidence handling that safeguards the integrity of evidence collected to including allowing detection of unauthorized access to.
D. Will take appropriate steps and measures to comply with statutory and regulatory obligations governing incident response.
When RingCentral learns of or discovers a security event which impacts Protected Data, RingCentral will notify Customer without undue delay and will take commercially reasonable steps to isolate, mitigate, and/or remediate such event.
13. Business Continuity and Disaster Recovery
A. Business Continuity
RingCentral:
i. Ensures that responsibilities for service continuity are clearly defined and documented and have been allocated to an individual with sufficient authority.
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ii. Has a business continuity plan (BCP) in place designed to provide ongoing provision of the Services to Customer. iii. Develops, implements, and maintains a business continuity management program to address the needs of the business and Services provided to the Customer. To that end, RingCentral completes a minimum level of business impact analysis, crisis management, business continuity, and disaster recovery planning. iv. Ensures that the scope of the BCP encompasses all relevant locations, personnel and information systems used to provide the Services.
v. Ensure that its BCP includes, but is not limited to, elements such location workarounds, application workarounds, vendor workarounds, and staffing workarounds, exercised at minimum annually. vi. Reviews, updates, and tests the BCP at least annually.
B. Disaster Recovery
RingCentral:
i. Maintains a disaster recovery plan, which includes, but is not limited to, infrastructure, technology, and system(s) details, recovery activities, and identifies the people/teams required for such recovery, exercised at least annually. ii. Ensures that the disaster recovery plan addresses actions that RingCentral will take in the event of an extended outage of service.
iii. Ensures that its plans address the actions and resources required to provide for (i) the continuous operation of RingCentral, and (ii) in the event of an interruption, the recovery of the functions required to enable RingCentral to provide the Services, including required systems, hardware, software, resources, personnel, and data supporting these functions.
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RTngCentral
RINGCENTRAL
IMPLEMENTATION
PLAN
RingCentral Professional Services offers engagements to help you optimize your RingCentral communications services. Professional Services is an ongoing resource available to you, whether you are a new RingCentral customer or a continuing one. The Professional Services team of industry experts can help you with initial planning, strategic consultations, comprehensive implementation or integration designs, and provide ongoing support and system training.
www.ringcentral.com/solutions/professional-services
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TABLE OF CONTENTS
RingCentral Professional Services .................................................................................................... 2 RingCentral Implementation Methodology ........................................................................................ 3 Initiation .............................................................................................................................................. 3 Planning and Design .......................................................................................................................... 3 Implementation ................................................................................................................................... 4 Control and Monitor ............................................................................................................................ 4 Acceptance and Closure .................................................................................................................... 4 RingCentral Delivery Timeline ............................................................................................................ 6 RingCentral and Customer Project Team .......................................................................................... 7 Transition Governance ...................................................................................................................... 10 Network Assessment ......................................................................................................................... 11 Testing and Quality Assurance ........................................................................................................ 12 Training Overview .............................................................................................................................. 13 Project Deliverables ........................................................................................................................... 16 General Assumptions ........................................................................................................................ 17 Risk Management ............................................................................................................................... 18
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2 RingCentral Professional Services
RingCentral Professional Services offers engagements to help you optimize your RingCentral communications services. The Professional Services team is an ongoing resource available to you, whether you are a new RingCentral customer or a continuing one. The Professional Services team of industry experts can help you with initial planning, strategic consultations, comprehensive implementation, or integration designs, and provide ongoing support and system training.
Our Professional Services engagement is ideal for customers looking for support to implement RingCentral services in complex or multi-location business environments. Featuring a committed team of experts, RingCentral will deliver a premium onboarding experience and extensive support to drive your business success. Our tools and services have been developed through thousands of customer deployments, with the objective of maximizing user adoption with the greatest speed possible.
RingCentral provides extended services with premium technical support, proactive network monitoring, and delegated administrative maintenance, to ensure an efficient and sustainable business communications system.
Consulting Services: RingCentral Professional Services is an ongoing resource you can utilize at any point as a RingCentral customer. Our strategic and technical consultants will work closely with you to accelerate ROI and deliver an improved customer experience. With expertise in cloud-domain communications, RingCentral Professional Services offers extensive planning, design, as well as custom deployment and integration automation, to ensure your RingCentral service is evolving together with your business needs.
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3 RingCentral Implementation Methodology
RingCentral adheres to PMI best practices by utilizing a Project Life Cycle (PLC), or Waterfall model for project delivery, and building upon it for the modern customer. The project is broken into five stages: Initiation, Planning and Design, Implementation, Control and Monitor, and Acceptance and Closure. Traditionally, a PLC model requires strict adherence to gating events to move from stage to stage, however, RingCentral interjects aspects of Software Development Life Cycle (SDLC), or Agile modeling, to create a unique experience for every customer. The following is a high-level overview of the milestones and tasks included in a RingCentral project plan.
Initiation
During the Initiation stage of the project, the RingCentral Project Manager (PM) will partner with the Customer Single Point of Contact (SPOC) to create the project governance and/or Project Management Office (PMO). This will include a mutually agreed upon change management planning, escalation management planning, risk management planning (or register), resource management planning, communication planning, project milestone planning, and Work Breakdown Structure (WBS) creation—to establish the project collateral.
During this time, the PM and SPOC will bring their respective resources to an internal and external call to review project expectations, project charter, best practices, and next steps. The RingCentral PM will introduce the Customer to any designated support resources, and prior to moving to the Planning and Design stage the PM and SPOC should re-baseline the Statement of Work (SOW) and Project Plan for a mutual understanding of the goals and process to achieve mutual success.
Planning and Design
During the Planning and Design stage of the project, the PM and SPOC will organize their respective Subject Matter Experts (SME) to review the necessary client data to complete the Business Requirements Document (BRD). A Business Requirements Document (BRD) is used throughout the initial Planning and Design to document the project details. Customer and RingCentral sign off is required at each step of the way to ensure project transparency and success.
RingCentral resources will partner with the Customer to review and document the business requirements in the UC and CC BRD document(s) as the basis upon which the solution is built. A RingCentral Engineer will visit customer designated location(s) to work with the Customer resources focused on gathering the necessary client data to complete the system build-out, submit the port request(s), and to ensure network readiness. Further discovery and discussion are required with the Customer to determine how many locations require onsite Planning and Design services for the UC and CC solutions. Specific details gathered in this stage include call routing details for UC users, user profiles, an inventory of main and direct dial numbers, in-depth network mapping and topology, and integration requirements for CRM and third-party systems.
Additional data for Contact Center includes information for agents, skills, teams, campaigns, integrations, screen-pops, call routing, multi-channel integration, advanced applications, and inbound call treatment.
Throughout the Planning and Design stage, the PM and SPOC track key milestones and deliverables against the baseline project plan, address and track any identified risks in the risk register, and provide status updates to stakeholders via agreed upon dashboard and cadence meetings. Following the completion of the BRD, a formal review is held between key stakeholders from RingCentral and the Customer to walk through the entire document in detail. At the conclusion of the final review, RingCentral will ask the Customer to sign the final BRD as the trigger that both
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4 parties have an agreed upon final design and signal the transition into the Implementation stage of the project.
Implementation
During the Implementation stage of the project, RingCentral will take the complete UC and CC BRD documents and begin execution of the steps necessary to match the build to the design. At this time, RingCentral will provide feedback to the Customer on progress via scheduled conference calls and project plan updates. The RingCentral team will also start prepping the Customer team for the Control and Monitor stage.
The PM will provide a curriculum of web-based training classes for the Contact Center agents, supervisors, and administrators to review and achieve before the transition into the Control and Monitor stage. This web-based training provides the foundation for the Contact Center users to understand the basics of the console and reporting applications. RingCentral will work with the customer to complete the network assessment and remediation during this time (if it was not completed earlier) to ensure proper configuration for optimal voice quality. The Customer developers will need to participate with any API integration configurations necessary for CRM and third-party integrations, and the PM and SPOC will work to schedule those resources according to the Resource Plan and Project Plan.
At the conclusion of this stage, RingCentral will conduct a Quality Assurance (QA) testing prior to handoff to the Customer for User Acceptance Testing (UAT).
Control and Monitor
During the Control and Monitor stage of the project, the Customer will complete UAT on for the UC and CC platforms.
RingCentral can provide baseline UAT plans as needed, but this stage is the opportunity for the Customer to make sure the build completed by RingCentral matches the design completed, and documented, during the Planning and Design stage.
The Customer SPOC will work with the RingCentral PM to schedule any instructor-guided training sessions for users, agents, supervisors, and administrators during this stage, to build upon the remote web-based training classes identified in the curriculum provided in the Implementation stage of the project.
During this stage, all onsite delivery services and training are completed and staging of all necessary go-live activities are prepared. At the conclusion of all training classes and the Customer UAT, RingCentral and the Customer will conduct a project go/no-go review, or a customer readiness review. During this review RingCentral and the Customer will evaluate the results of the training, and the QA and UAT processes conducted by RingCentral and the Customer, respectively. Both parties will evaluate the system and users for readiness and mutually agree to proceed with the scheduled go-live date. RingCentral will request the customer to execute a Readiness Checklist as record of mutual agreement to move forward, and the project will transition into the final stage, Acceptance and Closure.
Acceptance and Closure
During the final stage of the project, RingCentral will support the Customer through the scheduled go-live and facilitate the transition into Day 2 support services. Services performed during a go-live may include porting of customer telephone numbers to RingCentral, final hardware placement, additional training and floor-walking, and/or Contact Center supervisor reports training. Following the successful go-live, the RingCentral PM will work with all assigned relationship resources to complete
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5 the smooth transfer of ownership from Professional Services, to the Customer Success and Support teams.
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6 RingCentral Delivery Timeline
Below is a sample timeline of implementation for PBX and Contact Center. We are happy to change dates and timelines as necessary. Minimal disruption will be an essential pillar of the implementation, and a phased roll-out is recommended to avoid any level of disruption.
Basic UC / CC Template Proposed Delivery Timeline
Week 1 2 3 4 5 6 7 8 9 10 11 12 13
Project Initiation
SOW and Contract Signed
BU Created
Internal Project Kick-off
External Project Kick-off
Resources Scheduled
Project Planning and Design
Network Design and Testing
Review Number Porting Requirements (as applicable)
Complete Planning and Design (P&D)
Complete User Upload Document
Complete Call Routing Review
Complete and Sign UC Business Requirement Document
Complete and Sign CC Business Requirement Document
Submit Case for SSO (as applicable)
Project Implementation
Complete and Verify Network Design
Complete RC Office Account Design
Complete User Upload (all locations)
Build Call Flow
Set Greetings
Export IVR
Set User Templates
Deploy 1,000 users (5 FTE for 2 weeks M-F)
Complete RC CC Account Design
Central Build
Studio Build
CRM Integration
Multi-Channel Build
Complete Interoperability / Quality Assurance Testing
Project Number Transfer (Porting)
Complete LOA Documentation
Submit Porting Requests
Firm Order Commit Received from Carrier
Confirm Porting Completion
Project Control & Monitor
Admin (UC) Training (1 class per week)
Web Based Agent Training (in advance of instructor lead) Web Based Admin (CC) Training (in advance of instructor lead) Customer User Acceptance Testing
Instructor Lead Agent (Train the Trainer) Session
Instructor Lead Admin (Basic Central and Studio)
Instructor Lead Supervisor / Reporting
Go / No-Go Call
Project Go Live and Acceptance
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7 RingCentral and Customer Project Team
All Professional Service engagements include a dedicated Program Management staff; including a designated Project Manager (PM) skilled in the practice of PMI methodology. The RingCentral Project and Program Management staff are highly skilled resources, with many having the highest level of PMI certification. Resource assignment takes place at the time of project kickoff. At such time, you will be presented with the credentials of all delivery resources assigned to the project.
Title Project Role
Project Manager Primary project owner.
Responsible for project success.
Delivery Engineer Planning and Design resource for the PBX functionality. Their role is to collect and gather information related to the build and architecture of the PBX functionality.
Implementation
Advisor
Technical UC resource.
They are responsible for the build of the UC seats, IVR, routing, etc.
Implementation
Manager
Technical Contact Center resource.
Skills are defined by product/solution, as some resources are ACD/ IVR/Development resources; others hold specific responsibility for Advanced applications such as WFM, WFO, Survey, etc.
Porting Coordinator Works with the customer and losing carrier to submit porting tickets to facilitate a seamless transition of numbers to RingCentral.
Customer Success
Manager
Ongoing relationship management resource.
Partners with the customer as advocate for continued relationship improvement and usage.
Technical Account
Manager (as scoped)
Named technical resource within the Tier Support organization who assists with any customer escalations and troubleshooting/problem resolution.
The RingCentral dedicated PM will be responsible for managing all aspects of the implementation of the RingCentral solution. The PM will meet with the project team on a weekly basis and will provide status updates via our online Project Management tool. Project status meetings may occur more often as agreed to by both organizations if need be. The RingCentral PM will be responsible for the following:
Internal and external kickoff session hosted by RingCentral; Defining project tasks and personnel requirements;
Completing resource assignment and scheduling in alignment with project schedule; Setting up of project documentation and timelines in collaboration with designated Customer SPOC;
Identifying and mitigating project risks and issues;
Alignment of scope of services with customer expectations during kickoff;
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8 Developing, reviewing, authorizing, implementing, and managing change requests and interventions (Perform Change Management) to achieve project outputs; Facilitating and leading regular status update meetings, prioritizing projects and conducting planning sessions with team members, project sponsors, and Customer steering committees, as applicable; and
Performing closure procedures at the conclusion of project activities.
RingCentral utilizes a Cloud based Project Management tool (i.e., Mavenlink) to govern communication throughout the project. This is a collaborative tool that would enable both the RingCentral and the Customer teams to establish a communication framework and cadence that will set the collective team up for success.
Customer Team Roles and Responsibilities
Title Project Role
Executive Sponsor Executive Sponsor of the project.
Project Manager Responsible for success of project, and the main contact for the RingCentral team. Shall be responsible for assigning customer resources to tasks, as defined (e.g., train the trainer tasks).
Business
Requirements
Experts ACD
Defines requirements of ACD/IVR. Call flows expert with extensive knowledge of customer experience requirements in terms of call flow. This role should attend RingCentral Contact Center training and should also be responsible for testing call flows.
IT Infrastructure Knowledge of company network, perform ping test, etc., bandwidth, desktop and application support.
Telephony
Technical
PBX knowledge, phone/agent leg knowledge, and carrier coordination.
Agent Trainer(s) This role should attend RingCentral agent training.
Contact Center
Managers and
Agent
Administrators and
Trainers
Responsible for administering user in RingCentral Contact Center application, and setting security profiles as access. Responsible for managing contact center KPIs and performance reporting. Responsible for training agents on new platform. This role should attend training on Central reporting.
API Development
Resource(s)*
Responsible for assisting RingCentral with API integration with any scoped third-party solution including CRM, Payment System, Database, etc.
Workforce
Optimization
Administrator(s)*
Responsible for WFM and WFO requirements and application set up.
Should attend WFM enablement sessions to gain training necessary to set up application.
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9 Title Project Role
IVR Prompt
Creators,
Administrator(s)*
Role responsible for creating content and managing updates of prompts.
This role should get training in Studio to update prompts.
Dialer Campaign
Administrators(s)*
Responsible for creating dialer campaigns and assigning them to agents.
This includes management of lists to be called.
Call Flow Scripting
- Technical*
Responsible for updating scripts in Studio. This role should attend Studio training.
Customer Survey
Administrator(s)*
Responsible for creating and maintaining surveys to customers. *Only as applicable to project.
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10 Transition Governance
RingCentral utilize logical steps in its migration and implementation process to avoid any downtime, assuming all customer requirements are fulfilled during the process as discussed in the Planning and Design phase of the project.
Change can be challenging and moving your phone system to a new platform is a significant change. It is critical that your solution provider has a defined, comprehensive, and proven processes for delivering successful implementations, with minimal disruption to your business. To that end, RingCentral Professional Services helps you optimize your investment in RingCentral. Through our portfolio of services, RingCentral Professional Services enables you to reduce infrastructure costs while establishing a framework to drive employee efficiency and accelerate business performance.
At the introductory meeting, we introduce your team to your RingCentral Implementation Success Team–where we will have a high-level discussion of your project, and set expectations with respect to project lifecycle, and implementation plan, as well as schedule discovery and design calls.
The RingCentral Professional Services Advisor conducts a comprehensive analysis of your telephony requirements to understand your processes and needs, for example, unique call routing, and remote employee scenarios.
The RingCentral team then prepares a Project Plan which is approved by the Client. This plan defines the services and deliverables, expectations and processes, and RingCentral and Client responsibilities towards a successful implementation. This document reduces uncertainty and transition risks, by providing you a clear blueprint and road map, with clear lines of communication and expectations on both sides. To ensure the highest quality of service, the RingCentral team provides your IT department with all necessary information regarding Internet connectivity, capacity, and VoIP quality (QoS).
Our Professional Services consultants are experts in the communications industry, with deep cloud technology-domain knowledge. They are adept at proposing breakthrough recommendations that are most applicable to your situation. They will be with you every step of the way to ensure a smooth transition with zero downtime.
The RingCentral implementation process addresses every aspect of a successful deployment to keep the migration on track. This is no cookie-cutter template: We customize the implementation to your specific business needs and your timeline.
RingCentral deploys the new system congruently with existing systems to eliminate service disruption, allowing both systems to operate side by side. Once deployed, systems are scrutinized and tested. Once testing is completed, all administrators, IT staff, and users are trained, and the number porting process can begin.
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11 Network Assessment
Part of the implementation package is to perform a detailed network assessment using a softwarebased probe that will collect data for a week, in order to gather enough data points to make an accurate assessment. These results are shared with the customer. RingCentral assesses the current network configuration and makes data driven recommendations about possible configuration changes. This list includes a review of physical connections, existing hardware, hardware configurations (including firmware, VLANs and router settings), and a Network Voice Readiness Assessment.
RingCentral Professional Services uses VisualWare to perform Network Readiness Assessments to qualify a customer’s network for RingCentral applications. A satellite is placed on the customer’s internal network, preferably on the Voice VLAN, if one exists. The customer satellite communicates to satellites in RingCentral Data Centers. The customer satellite will initiate a connection to the configuration/data collection server at mcs.rcproserv.org to receive test configuration data, and to report statistics of tests that have been executed.
A single assessment is provided with each project, but additional assessments can be added to the initial scope or via change management during the project.
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12 Testing and Quality Assurance
Near the end of the implementation process, our implementation team will build all of the call flows, including any required integrations, and encourage joint client testing utilizing test telephone numbers. Typically, the testing process occurs during the final weeks of development.
Upon completion of testing, we will walk you through the complete installation and setup of your Business Unit. After the implementation is complete, comprehensive training may be provided based on the specific training that has been purchased.
Once deployed, systems are scrutinized and tested. RingCentral provides a sandbox environment alongside production environments which allow testing and optimization to take place without impacting the existing auto attendant and IVR. We will thoroughly test the solution from top to bottom in a test environment, as well as in the live setting upon cutover, providing technicians and floor walkers as needed to refine and address issues.
RingCentral provides level of effort to support both Quality Assurance (QA) and User Acceptance Testing (UAT) in the executed SOW. QA testing is traditionally delivered remotely, in partnership with the customer development or IT resources, to review the core business function against the designed solution, review basic feature/functionality against the designed request, and ensures proper use cases are accepted. Once QA is successfully completed, RingCentral will turn the solution over to the customer to execute their UAT plan and provide guidance and support where needed/necessary.
Applications potentially included in the scope include:
RingCentral MVP
RingCentral Contact Centre ACD routing
Omni-channel integration (email, chat, etc.)
Speech Recognition
Callback in queue
Automated outbound dialer
Workforce Optimization Suite
Quality Monitoring/Screen Recording
Workforce Management
Each application will include standalone testing as an individual application prior to integration testing, with all related applications via QA and UAT prior to acceptance and go-live.
Test results are provided to the customer for retention and storage after QA and throughout UAT.
Load testing is completed on the RingCentral Enterprise rather than on the individual business unit.
Inbound circuits are not specific to the customer, but rather a tenant in a cluster, and as such load testing is Not Applicable as the customer is sharing resources. Network bandwidth requirements are provided to the customer and a network probe is placed on the customer network to gather traffic information to analyze WAN details for RingCentral to review for corrections or recommendations.
Load testing to the customer network is available, but additional information and details are required prior to scoping.
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13 Training Overview
RingCentral offers comprehensive training that includes both “train the trainer”, as well as “end user” training. Over the course of the deployment, users receive training for managing their own systems, including their personal greetings, hold music, call forwarding, and call screening. In our experience, users welcome the chance to manage their own settings through easy-to-use web forms from their desktop computers or even their smartphones.
RingCentral can provide onsite and virtual training as required by your users and administrators, ensuring comfort with the system before moving to full operation. RingCentral will work with you to develop a custom scope of work to include pre-cutover training, customer support, and postinstallation training.
RingCentral will provide administrator and user start guides for all appropriate personnel along with the delivery and implementation of the new solution. Users and administrators will also have full access to RingCentral’s online support community and customer care center, https://success.ringcentral.com/, in which additional learning, documentation, and perpetual education about functionality and troubleshooting resides. RingCentral will also provide access to the RingCentral University which includes ongoing live and on-demand video trainings, self-paced courses and training materials. Customers can customize self-paced training plans in the RingCentral LMS, and keep track of training requirements for compliance.
The primary approach will be to “train the trainer”. Conducted in the first four weeks of setup, RingCentral will build out the system with the trainers in close contact. They will be highly exposed to the system before the go-live date. This will be conducted in three to four sessions via web conference. To train all users on the functionality and features that apply to the individual, it is recommended to designate a specific web training to go over the setup of their unique extension, soft phone, and mobile application, so they are well informed and capable of customizing their presence on the system prior to the go-live date.
RingCentral provides a substantial catalog of continued education for our customers to consume at their pace. The catalog includes both web-based training sessions and onsite multi-day sessions to meet the broad range of customer needs and requirements, subject to an additional fee. Every user subscription includes access to the online catalog of pre-recorded training classes covering a multitude of options for users and administrators to continue to hone their skills and increase adoption and usability of the platform. Additionally, RingCentral will work with the customer to review their specific needs and can create custom agenda and curriculum to meet those requirements, at an additional cost. We provide manuals, training materials, and phone, chat, and case support to all users, in addition to our online help center. Additionally, users and admins are able to participate in the RingCentral Community, and find all the resources they need for nearly any issue.
All provided training services must be scoped into the Statement of Work (SOW) prior to contracting with Professional Services. The SOW once final, will detail training locations, hours, and other relevant information. We will need scheduling, contact information, and other logistical assistance from you in order to ensure all staff are adequately trained.
RingCentral MVP
Administrator Training – Three to four remote sessions once the client portal has been built.
Reviews high level functionality including MACDs and call flow, to granular details like advanced rules, as well as roles and permissions. Training sessions are conducted by PS Trainer or Project Manager in advance of the first deployment.
End User Training Remote – Focused around the features/functionality required from Day 1.
Typical training sessions are an hour in length, to include Q&A. Several sessions are scheduled in advance of site go-live to capture as many users as possible.
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14 End User Training Onsite – Two to three sessions, scheduled in advance, prior to the port.
Focused on the features and functions required from Day 1, to ensure adoption. Executive Trainings Onsite – Fifteen to 20-minute one on one sessions with senior leadership and Executive Assistants to provide focused feature/function training, plus completing personal settings so those users are ready to go when the port takes place. Administrative Review Onsite – Once the port has taken place and the system is functioning live, final details are reviewed to ensure proper build out of call flows, groups, and settings, before site sign off.
RingCentral Contact Center
Administrator Training – RingCentral training resource to provide an overview of the Central and Studio applications to help the Customer facilitate the day-to-day operations of the Contact Center.
Agent Training Remote – Focused around the features/functionality required from Day 1. Typical training sessions are an hour in length, to include Q&A. Training included for Contact Center agents is “train the trainer” to a subset of the user population. Supervisor Training Remote – Focused on Day 2 analytics and reporting for the operations of the Contact Center. This includes features for monitor, barge, coaching, etc. Agent Training Onsite (optional) – RingCentral training at the Customer facility to provide instructor-led agent and supervisor training to local resources. Implementation Manager would stay for go-live and help with any floor walking and questions pertinent to the Contact Center.
Additional training sessions are available at an additional cost. Some examples include:
Advanced IVR Scripting training
Scripting integration with multi-media
Scripting integration with Web Interactions
Outbound dialer training
Workforce Optimization
- Workforce Management
- Quality Monitoring
- Analytics
After Implementation
RingCentral will also provide you access to the RingCentral University which includes ongoing live and on-demand video trainings, self-paced courses, and additional training materials. You can customize self-paced training plans in the RingCentral LMS, and keep track of training requirements for compliance. The RingCentral Customer Success Manager aligned to you can help plan, coordinate and schedule ongoing customized training programs, both onsite and remote, at no additional costs, to help continue to drive adoption after the initial implementation period has been completed. Additional formal training classes are available from the Professional Services product catalog, at an additional cost.
End User Adoption
RingCentral MVP and Contact Center both strive to ensure a high success rate for adoption and usability for the end users and agents.
On the RC MVP side, that begins during the Planning and Design stage to assign users to "profiles" for similar functionality and usage. This leads to targeted training for end users on the functions and responsibilities most closely tied to their role in the organization. For example, the functional training
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15 provided to a billing/accounting resource is different from the training provided to an executive administrator.
On the CC side, the training provided has a layered approach with one session building upon the next. The CC training starts with providing online pre-recorded general training classes. This serves as the foundation for the agent interface, basic usage, and supervisor functions. The next step is providing remote guided training sessions which target the functionality the agent, supervisor, and administrators will use in their daily operations. This is provided remotely via RCV and recorded for the customer to use for reference back, or future onboarding. The last step, which is an optional charge, is onsite training. In this session, the RC trainer will visit the customer location and provide hands on training for the agents, supervisors, and administrators, to further reinforce the features, functionality, and usage of the new solution. Additional sessions are available after go-live, as well as continued education provided at no additional cost, via the University page for online education.
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16 Project Deliverables
RingCentral will complete the following Deliverables:
BRD checklists for both RingCentral MVP and Contact Center; PMI based project plan (Gantt chart);
LOA (letter of authorization) for porting;
Site network readiness;
Site implementation completion form;
Customer readiness report card; and
Final project sign-off.
Other documents which might be required and delivered would be branded user guides, training videos, and others. These items can be discussed during discussions to define scope of work.
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17 General Assumptions
RingCentral assumes and expects the customer will provide information and support needed to help deploy and implement the RingCentral solutions. These include joining weekly project calls, documentation (CSRs, LOAs, etc.), and any other internal resources to ensure the project is completed within the time frames and benchmarks agreed upon.
RingCentral’s requirement of our customers is primarily informational. The more involvement from you, the smoother the transition will be.
Network information (Router information, firewall information, switches, bandwidth etc.) Applicable network diagrams
All user information
For Porting:
A copy of a recent phone bill
Service address
Company names
Main billing number
Phone numbers
Authorized end user information
Account number and PIN
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18 Risk Management
The RingCentral Project Manager (PM) will maintain and publish a project risk log. Risks to the project schedule will be identified and communicated to the project team and tracked. Impacts to the schedule will be managed through the change control process to document issue, root cause, and impact to the project. Early identification and communication regarding project risks are critical to the overall success of the project.
Throughout the Planning and Design stage, the PM and Specific Point of Contact (SPOC) track key milestones and deliverables against the baseline project plan, address and track any identified risks in the risk register, and provide status updates to stakeholders via agreed upon dashboard and cadence meetings.
Risk is considered as part of our RAID methodology. With our qualified Project Management team, we engage with our customers at the outset of all projects to understand the key requirements and deliverables required to ensure we deploy what is required within the deadlines given of any project.
A project kick-off call is commenced within a few weeks of contract signature to kick the project off, soon followed by a detailed planning session, and then weekly calls to ensure the project is on track.
Risks to the project will be documented in the Project Risk Log. Any impact to the schedule will be clearly communicated and escalated in order to meet the customer's target date. Please see below some common risks and concerns we address during Planning and Design stage:
Porting the customer’s numbers is an external risk that can make or break the success of any project. RingCentral submits the port requests early to ensure that even with potential rejections, the timeline stays on track.
Maintaining the project timeline is critical as it relates to scheduling resources, both internally and for onsite support. Clear timelines will ensure all stakeholders have visibility when sites are going live, and that the necessary RingCentral and Customer resources are available. Project success often hinges on driving adoption across your end users. Training provides that aspect of the project. RingCentral has a team—RingCentral University—of trained professionals who cater specifically to adult users who can be resistant to change. Training is provided both remotely via webinars and onsite (optional) if included in scope. Client data collection early in the project requires client involvement to provide the necessary user, call routing, and porting documentation. The speed and accuracy of this data will determine how quickly the portal can be built, and when the ports can be scheduled.
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RingCentral®
Performance Reports,
Company Numbers
Reports, and Subscriptions
User Guide
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Table of Contents
1 Performance Reports
1 Features and Benefits
2 Anatomy of a Performance Report
3 Key Performance Indicators
3 Selecting KPIs and Columns
4 Key Performance Indicator Definitions
4 User Report Definitions
5 Queue Report Definitions
6 Company Numbers Report Definitions
7 Finding Trends
8 Setting Report Filters
8 Time and Date Filter
9 Call Type Filter
9 Queues Filter
9 Queue Report
10 User Report
11 Call Length Filter
11 User Filter
13 Queue Reports
13 Access Queue Data
15 User Report
15 Access Individual User Data
18 Company Numbers Report
19 Call Detail Report
20 Report Functionality
20 Report Purpose
22 Subscriptions
22 Save a Report
22 Create a Subscription
23 Delete or Edit a Subscribed Report
24 Frequently Asked Questions
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Performance Reports
RingCentral Performance Reports is an additional tool that enables you to research call records to determine your business unit performance. By using Key Performance Indicators (KPI) as well as targeted filters, Performance Reports assists you in combining user, queue, and call activity to evaluate performance.
The reports explained in this guide are the following:
Report Information Provided
User Activity User performance in the context of inbound and outbound calls for the call segment that is relevant to each user. If User Groups are in use (Ultimate and Premium plans), only users from queues and defined user groups are available for monitoring. See also How can I add users to user groups? on page 26.
Queue Activity Call queue performance for the call segment that is relevant to each queue.
Call Activity Lists the breakdown of the call records with basic meta data.
To find these reports,
Step 1. From the Admin Portal, click Reports > Analytics Portal.
You can also navigate to the beta site by clicking here.
Step 2. In the left column, select Performance Reports. Features and Benefits You can take advantage of performance reporting to streamline your evaluation of issues with these features and benefits:
• Dozens of available Key Performance Indicators (KPIs) for a deeper understanding of performance
• New modern interface, with extremely fast performance • Targeted filters available for all reports providing better investigation • Highly customizable reports to individualize reporting experience • Enhanced capabilities to better match customer behaviors Performance and Company Numbers reports allow you to visualize data in the form of a time-based trend. To see up to two KPIs and their trend results, follow the instructions explained in Finding Trends on page 7.
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Anatomy of a Performance Report
Reports can be accessed directly from an external link and opens in a new browser. To find the User Activity report,
Step 1. From the Admin Portal, select Reports > Analytics Portal.
Step 2. In the left margin, select Performance Report.
Figure 1 Performance Report
Note: The supported browsers include Chrome, Firefox, Safari, and Edge.
The Performance report consists of three parts: Queues, Users and Call Details. Subscriptions is an additional feature of the performance report.
For each report, the top portion of the report shows filters, in which you specify the conditions for the report result.
Beneath that are the Overall KPIs for the reports. These are calculated based on the subtotal of all calls in the report.
The bottom portion of the report features a table containing a breakdown of the entities of the report, each with their own KPI and the ability to sort by column. For example, the User Report contains individual user details and their user specific KPIs. The Queue Report contains a breakdown of individual call queues and their specific KPIs.
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Key Performance Indicators
For each of the provided reports. RingCentral provides Key Performance Indicators (KPIs) that enable you to research a single detail or a selection of those that interest you. Some performance indicators are unique to the report while others may be used in different types of reports.
Selecting KPIs and Columns
These controls help you to select which KPIs are relevant for your current need, and provide a definition for each KPI.
• Choose the overall KPIs by using the Select KPI control. • Select an individual breakdown of report elements using the Select Column control.
Each report contains its own unique KPIs.
• Clicking Show KPI description displays the KPIs with a detailed explanation. • The Show Selected link displays only the user selected KPIs with an indicator as to how many are selected, while the Show All link shows both selected and unselected KPIs.
• See the subsets of the KPIs using the tabs in the control (All, Inbound, Outbound). User Report Only
• Clicking Done adds the KPIs to the report.
A list of the KPIs available for Performance reports and their definitions can be found on the following pages.
Figure 1 Selecting Columns and KPIs
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Key Performance Indicator Definitions
The following are definitions for the key performance indicators for user reports:
User Report Definitions
Indicator User Report Definitions
Total Calls Total inbound and outbound calls.
Avg Calls/Day Average inbound and outbound calls, daily per user. % Outbound Percent of all users calls that were outbound. # Outbound The number of all outbound calls made by a user. % Inbound Percent of all users calls that were inbound. # Inbound The number of all inbound calls dispatched to a user. # Answered The number of all inbound calls answered by a user. % Answered Percent of all inbound calls answered by a user. % Voicemail Percent of all calls in which the user was left a Voicemail. # Voicemail The number of all calls in which the user was left a Voicemail. % Missed Calls Percent of user’s inbound calls that were missed (including voicemails). # Missed Calls Amount of all user’s inbound calls that were missed (including voicemails).
Total Handle Time Total amount of time the user spent on calls.
Total Handle Time (in) Total duration handle time of all inbound calls.
Total Handle Time (out) Total duration of all outbound calls. For outbound calls, the handle time is equal to the call length.
Avg Handle Time Average duration of all calls from answered till terminated.
Avg Handle Time (in) Average handle time of all inbound calls.
Avg Handle Time (out) Average handle time of all outbound calls.
Avg. Hold Time Average duration of hold time per call where a caller was put on hold.
Total Hold Time Duration of hold time for calls selected. # Holds Amount of holds for the calls selected.
#Transfers The number of calls that were transferred.
# Refused Count of calls that rang to completion for a user and they did not pick up the call. % Transferred Percentage of call that were transferred.
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Indicator User Report Definitions
Avg. Speed to Answer Amount of time from when call started ringing until it was answered. # Abandon on Hold The number of calls that were abandoned while the caller was put on hold. # Abandon on Park The number of calls that were abandoned while the caller was put on Park. # Park (on) The number of calls that were put on park.
# Park (off) The number of calls that were taken off park.
Avg. Park Time Average time of all park durations.
Total Park Time The total time calls were on park.
Total Call Sessions The number of established connections. This can be several calls (for example, due to transfers) within a call session.
Queue Report Definitions
Indicator Queue Report Definition
# Inbound The number of all inbound calls to a queue calls. # Answered The number of all inbound calls answered on the queue. % Answered Percent of all inbound calls answered on the queue. # Abandon The number of all queue calls that were not answered by a user (includes VM). % Abandon Percent of all queue calls that were not answered by a user (includes VM). % Voicemail Percent of all calls in a queue in which the queue user or queue was left a Voicemail. # Voicemail The number of all calls in a queue in which the queue user or queue was left a Voicemail.
Total Handle Time Total amount of talk and hold time the user spent on calls in a queue.
Avg. Handle Time Average duration of talk and hold time.
Avg. Speed of Answer Amount of time from when call started ringing until it was answered.
Total Hold Time Duration of hold time for calls selected. # Holds Amount of holds for the calls selected.
Avg. Wait Time Average time a call waited in a queue. This metric includes abandoned calls.
Longest Wait Time Longest time a call waited in a queue. This metric includes abandoned calls. # Overflow Answered The number of queue calls answered in an overflow queue. % Overflow Answered Percent of queue calls answered in an overflow queue. # Refused Calls The number of answered queue calls that were rejected by at least one user in the queue.
# Abandon on Hold The number of calls that were abandon while the caller was put on hold.
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Indicator Queue Report Definition
Avg. Park Time Average time of all park durations.
% SLA Percent of incoming calls answered during the desired time threshold to a total number of incoming calls (available for Live Reports customers/users only) Company Numbers Report Definitions
Indicator Company Numbers Report Definitions
# Inbound Amount of all inbound calls routed to the number. #Answered Amount of all inbound calls routed to the number and answered by users. % Answered Percent of all inbound calls routed to the number and answered by users. #Missed Calls Amount of all number’s inbound calls that were missed (including voicemails). %Missed Calls Percent of number’s inbound calls that were missed (including voicemails). #Voicemail Amount of all calls to a number in which a voicemail message was left. %Voicemail Percent of all calls to a number in which a voicemail message was left.
Total Handle Time Total amount of time a user spent handling (live talk and hold) calls for the number.
Average Handle Time Duration of hold time for the calls selected. #Holds Amount of holds for the calls selected.
Avg. Hold Time Average duration of hold time per call where a caller was put on hold. #Transfers The number of calls that were transferred to another extension. #Abandon on hold The number of calls that were abandoned while the caller was put on hold. #Park (On) The number of calls that were put on park.
#Park (Off) The number of calls that were taken off park.
Total Park Time The total time that calls were on park.
Avg. Park Time Average time of all park durations.
#Abandon on Park The number of calls that were abandoned while the caller was put on park.
IVR/Answered The number of calls that were abandoned during an IVR prompt.
Avg. Calls/Day Average daily inbound and outbound calls per number.
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Finding Trends
To visualize data in the form of a time-based trend. You can see up to two KPIs at a time. Follow these steps:
Step 1. Click Select KPIs on either Performance (User or Queues tab) or Company Numbers report.
Step 2. Select one or two KPIs to be visualized.
Step 3. Click up to two KPIs to display in a trend.
Figure 2 Finding trends
You can select the trend’s granularity, by presenting the data by the hour, day, or week.
Figure 3 Trend Frequency
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Setting Report Filters
Filters enable you to specify the conditions for which calls appear in the report. You can click on a filter and select the desired parameters that generate the data in the report.
Figure 1 Filters
Time and Date Filter
You can select the time period (both dates and time) that the reports are supposed to be shown. A user may choose from presets or a custom range of dates.
• Select preset time periods on the left side of the control. By clicking on one of these options the relative dates area is automatically selected on the calendar.
• Enter the exact dates you would want reported in the Custom Range text boxes. You can also select dates from the calendar itself where the first date selected is the beginning of the time period and the second is the end. • Select a single date and you are given the option to select the time period within that day in the Custom Range selector field. • Clicking Done adds the filter to the report.
Figure 2 Time/Date Filter
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Call Type Filter
Select the types of calls that should appear in the report. Upon opening the Call Type filter you can select one of three choices:
• All Calls: external and internal
• Internal: Calls between users within the RingCentral network • External: Incoming and outgoing calls to/from the RingCentral network Figure 3 Call Type Filter
Queues Filter
There are two versions of this filter, one in the Queue Activity Report and one in The User Report.
Queue Report
Filter calls from specified queues for the report. To see the data for all queues, ensure that all queues are selected using the header row. See Figure
4. • Search for specific queues using the search box.
• Click the check box on the header row to select/de-select all. • Display the selected users, and amount indicator by using the Display Show Selected link.
• Display both selected and unselected KPIs using the show all link. • Clicking Done adds the filter to the report.
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Figure 4 Queue Report Filter
User Report
Specify the calls that are important to monitor: all calls, non-queue calls, or any specific queue calls.
Figure 5 User Queue Filter
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Call Length Filter
Exclude very short and very long calls from your report. • Selecting a call time in the less than column excludes all calls whose call duration is less than the selected time.
• Selecting a call time in the greater than column exclude all calls whose call duration is greater than the selected time.
• Clicking Done adds the filter to the report.
Figure 6 Call Length Filter
User Filter
Select which individual or set of users will be included in the report. The list will contain no more than 100 users at any time, other accessed, via search.
The tool does not allow you to select more than 2000 users at a time. A user may add only a set of individual users or groups, not both. There are two tabs:
Users and Groups.
• Users
– If there are no “User Groups” defined, you can select users or extensions by using the search box.
– Display the users that have already been selected by using the Show Selected link.
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• Groups
– Those set up in User Groups appear in the Users and Groups list. – The Groups Tab displays available User Groups. You can select a complete group. Click the check box on the header row to select/ de-select all.
– Identify individual groups for selection by using the search box. • Clicking on Done adds the filter to the report.
Figure 7 User Filter
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Queue Reports
Queue Reports provide performance data on calls that come in to your organization queue(s). There are a multitude of KPIs that can be used to measure activity and call volume of a queue. The KPIs in this report are those that relate to your queue performance (for the list of KPIs see Key Performance Indicators — Queue Reports). The report also includes, a date filter, a Queue filter, a Call Type filter and a Call Length filter.
Figure 1 Queue Report
Access Queue Data
Upon clicking on an individual queue from the Queues table, you will drill down into the performance metrics of the individual users for calls from the selected queue, which allows you to investigate queue issues on the user level.
Once in the report, you can select relevant KPIs, filter for specific users, time period and so on, that will help you understand the root cause of the issues identified. You can always navigate back to the original queue report by clicking the Queue tab.
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Figure 2 Queue Access
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User Report
The User Report provides data on user performance in the context of inbound and outbound calls. There are a multitude of KPIs that can be used to measure activity and user call volume. The KPIs in this report relate to your user performance (for the list of KPIs see Key Performance Indicators — User Reports). The User Report also includes a Date filter, a Queue filter, a Call Type filter and a Call Length filter.
Figure 1 User Report
Access Individual User Data
Upon clicking on an individual user from the User table, you will drill down to the call records, in the Call Detail Report for that user. The records shown are based on the filters selected in the user report for that individual user. This allows you to investigate users on the individual call level.
Figure 2 An Individual Call Detail Report
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Company Numbers Report
You can generate a report from RingCentral Analytic Portal by specifying company numbers. See also, Finding Trends on page 7. The KPIs available for this report can tell you details, such as:
• The number of all inbound calls to a specific number
• The number, or percent of all inbound calls answered on a company number
• The number or percent of all calls to a company number in which a Voicemail was left.
• The number or percent of all calls that were missed (includes Voicemail). • The total amount of handle time the user spent on the calls on a company number. Handle time is all live talk time and all hold time. • The average duration of a company number call, from answered until terminated.This includes live talking plus time on hold. For example:
ringing time, IVR message playing time, and so on, are not included in this metric.
• The amount if calls placed on hold for the numbers selected, the average hold time, or the number of abandoned calls put on hold. • The number of calls transferred, parked (or answered from park), total park time and the number of calls abandoned while the caller was put on park.
Note: We currently only provide data on inbound calls received through company numbers.
To create a Company Numbers Report follow these steps:
Step 1. From the Admin Portal, select Reports > Analytics Portal.
You can also navigate to the beta site by clicking here.
Step 2. In the left column, select Company Numbers. The Company numbers report is displayed.
Figure 1 Company Numbers Report
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Call Detail Report
The Call Detail Report creates a breakdown of the individual call records that make up the filters selected. Each record includes the following columns:
• From
• To
• Call Start Time
• Call Direction
• Queue
• Call Length
• Result
• Handle Time
• Session Map
The report also includes, a Date filter, a Queue filter, a Call Type filter, a Call Length filter, and a text search calls filter.
Figure 1 Call Detail Report
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Report Functionality
You can download, save, subscribe on a save, or delete reports.To do so, see Figure 2.
Download Download the report in a PDF or Excel format.
Save Save your report configuration (for example: KPIs, filters), under a new name or overwrite the report using the same name.
Access saved reports by clicking on the report name in the side menu under the User Report or Queue Report headings.
Subscribe Subscribe on a saved report to get it via email (up to 15 recipients) mailboxes on a daily/weekly/monthly basis.
Delete Delete a saved report.
Figure 2 Basic Report Functions
Report Purpose
A Call Details report captures important information on calls and sessions.
The call experience of someone contacting an organization depends on how many people to whom they speak, how long their wait time lasts, and so on.
The overall experience is a caller's session. However, for the call recipient, every phase is a separate call. Figure 3 shows both notions: session and call.
Figure 3 Call Detail Experience
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In most cases one session includes only one Live Talk phase and so would equal one call. In the case shown in Figure 3, only the session level is displayed.
Figure 4 Session level
When several call receivers participate in handling one session, calls of selected users are displayed automatically, as shown in Figure 5 Figure 5 Automatic Display of Session
As shown in Figure 5, the following scenarios can happen. Column “To” for header is a number of callees; or, the participants (call recipients) who handled the call:
• If a call length is 5 minutes and handle time is 1 min, the caller waited 4 minutes to talk with your user for 1 minute.
• If you see multiple callees in "To" and several Queues, this information shows that the caller was transferred several times between several queues.
Note: While the download functionality allows the exporting of calls data, it is not possible to export session maps.
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Subscriptions
RingCentral Analytics Portal provides a way for you to automatically generate reports and send them via email to recipients. For example, if you would like a report generated that shows the number of calls that were abandoned while the caller was put on hold, you can do so with a subscription setting for a Queue Report.
To make use of the Subscription feature, you must first save a generated report. After that, you can use the Subscription page to send the report via email.
Save a Report
Follow these steps to save any report.
Step 1. Navigate to the type of report for which you want to generate a subscription.
Step 2. Select the menu items from the provided drop-down menus and Select KPIs for the report and run it.
You can also click Subscribe in the upper right corner and the Create New Subscription page opens.
Step 3. In the upper right, click Save.
A window opens for you to enter a report name.
Step 4. Enter the report name.
Create a Subscription
To create a subscription for a report, follow these steps:
Step 1. From the Admin Portal, select Reports > Analytics Portal.
Step 2. In the left column, select Subscription.
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The Subscriptions management page appears.
Step 3. Click Create Subscription.
The Create New Subscription page appears. Now enter the General Information for the subscription.
Step 4. Enter the Subscription Name.
Enter the name you would like to use for the ongoing report.
For example:% Weekly Hold Call Drop.
Step 5. Select the Report Type.
Step 6. Select the REPORT from your saved reports.
Only the reports you have generated are available to you in this list.
Step 7. Select the tabs (Queue, User, Call) to subscribe. It could be one or several. This is a multiple choice field named, Tabs.
Step 8. Select the Email Delivery Schedule.
Set the day of the month, week, hour, and AM/PM settings.
For monthly subscriptions, we do not provide the day of the week but only the day of month, hour and PM/AM.
Step 9. Select the File Type to be generated.
Choose from Excel or PDF format.
Step 10. Enter the email address for the recipient of the report in the Email the report to field. You can specify more that one email address by clicking the plus sign (+) and adding other email addresses (up to 15 recipients per subscription).
Step 11. Click Create Subscription.
The subscribed report is shown in Subscriptions management. Delete or Edit a Subscribed Report To delete or edit a subscribed report, follow these steps.
Step 1. Click the three dots to the right of the subscribed report.
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Frequently Asked Questions
RingCentral Reports provides information on call statistics. It enables you to use Key Performance Indicators (KPIs) to further review call activity.
This feature is available to RingCentral Office Enterprise, Premium, and Standard editions and can be viewed by users whose roles include Reports permissions enabled.
To troubleshoot issues involving your network, refer to the Knowledge base article: RingCentral Network Requirements and Recommendations and the RingCentral QoS Reports User Guide.
There are a range of questions the Reports can help you answer. they are detailed in the following sections.
• How can I see user information including users, call type, calls by queue or group, calls by time length?
• How can I sort information in the report?
• How can I show the user activity by specific date, Last 7 Days, This Month, Last Month, or a custom range?
• How can I see the number of internal or external phone calls? • How can I see the number of internal or external phone calls to particular Company Numbers? • How can I navigate by Key performance indicators: All KPIs selected, Inbound, Outbound, or selected KPIs?
• How can I page through the list of users?
• How can I see information about a specific User?
• For the Queue Report, User Report, and Company Numbers Report, how can I select the columns that will appear in the report? • How can I turn off all the numbers listed in the Company Numbers Report?
• How can I understand whether my users handle calls as expected? Are there too many transfers? Are callers are put on hold/park too often? • How can I add users to user groups?
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How can I see user information including users, call type, calls by queue or group, calls by time length?
To see this information,
Step 1. From the Admin Portal, select Reports > Analytics Portal.
Step 2. In the left margin, click Performance Report > User tab.
At the top of this report display, you’ll see menus for access to this information. Each menu lets you filter using multiple choices per menu for specific details.
How can I sort information in the report?
Once you are in the User Report, there are arrows at the top of each sortable column.
How can I show the user activity by specific date, Last 7 Days, This Month, Last Month, or a custom range?
Step 1. Click on the calendar icon at the top of the page.
Step 2. Create a custom range or click the option of your choice.
Step 3. Click Done and the report refreshes to show your selection.
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How can I see the number of active users?
The total number of active users is always shown in the USERS menu at the top of the report. The USERS are listed below and the list can also be paged.
Click a page location to move through the list
How can I see the number of internal or external phone calls? You can see the number of internal or external phone calls by clicking on the Performance Report > User tab > CALL TYPE menu. The result instantly populates the list you see.
How can I see the number of internal or external phone calls to particular Company Numbers?
If you would like to see the number of internal or external phone calls to a particular phone number, then use the Company Numbers Report.
Step 1. From the Analytics Portal, select Company Numbers Report.
Step 2. Click the Company Numbers down arrow.
The Company Numbers window opens.
Step 3. Enter the particular company number in the Search field.
As you enter the number, likely numbers appear.
Step 4. Select the check box for the number you are searching.
Step 5. Click Done.
The Company Numbers Report is generated and appears for the given telephone number.
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How can I navigate by Key performance indicators: All KPIs selected, Inbound, Outbound, or selected KPIs?
Step 1. From the Analytics Portal, select Performance Report > User tab.
Step 2. Next to KPIs, click Select KPIs.
A window opens that lets you select those KPIs you would like to search. Use the scroll bar to see all the KPIs listed.
You can also choose to show or hide KPI descriptions.
Step 3. When you have finished selecting KPIs, click Done.
How can I page through the list of users?
You can page through the displayed list of names by using the provided tool.
How can I see information about a specific User?
Step 1. Navigate to the Analytics Portal > Performance Report > User tab.
Step 2. Click directly on a name listed under Users.
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The User’s information is displayed.
For the Queue Report, User Report, and Company Numbers Report, how can I select the columns that will appear in the report? Step 1. From the Analytics Portal, select Performance Report > User tab.
Step 2. Click Select Columns. The Select Columns window appears.
Step 3. When you have finished selecting/de-selecting columns, click Done.
How can I turn off all the numbers listed in the Company Numbers Report? When you are searching for a specific phone number, you may want to turn off the other numbers displaying. To do so,
Step 1. From the Analytics Portal, select Company Numbers Report.
Step 2. Click the Company Numbers down arrow.
The Company Numbers window opens.
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Step 3. De-select the top most check box in the list.
All check boxes become unchecked.
How can I understand whether my users handle calls as expected? Are there too many transfers? Are callers are put on hold/park too often? The answers to these questions can be found by doing the following:
Step 1. Open the user report.
Step 2. Select the users whose activity you are interested.
Step 3. In the Select columns, choose the metrics. For example, select #/& Transfers, #/% of holds and #/% of Parks (on).
Step 4. Sort the users by the selected metrics which identify those who make more transfers (use more holds, parks, and so on) than others.
How can I add users to user groups?
You can add users to user groups by using these steps:
Step 1. Log in to https://service.ringcentral.com
Step 2. Navigate to User tab.
Step 3. Select User Groups on the left panel.
Step 4. Click + User Group.
Step 5. Add Users to the group so you can analyze their performance in a User Report.
©2018 RingCentral, Inc. All Rights Reserved. RingCentral, RingCentral Office, RingCentral Meetings, and the RingCentral logo are registered trademarks of RingCentral, Inc. RingCentral Rooms is a trademark of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their respective owners. Rel. 10.3 PDOC-12541
EXHIBIT A
RingCentral, Inc 40 Davis Drive, Belmont, CA 94002 Mobile/Fax. 650-472-4100 www.ringcentral.com Please review the RingCentral network information below. Ensure to keep this document on file.
Network Requirements
Please see link to the Network Requirement documents; please review with your network team:
https://success.ringcentral.com/articles/RC_Knowledge_Article/9233 Please note – the Network Requirements must be followed to ensure your RingCentral service and devices work properly.
Network Readiness Assessment
As part of your RingCentral Professional Services Planning and Design engagement, RingCentral will provide a network readiness assessment for a single ISP connection at a single site. For this purpose:
o A single Visualware satellite executable and associated license will be provided. o This satellite is intended to be used for single site network readiness assessment. o The satellite will be licensed for 5 business days, after which the satellite will be de-licensed. o Additional charges will be applied in the following cases:
More than one ISP network path needs to be assessed at a single site (e.g. in case a backup ISP link is used or the site as a hub for other sites).
The network readiness extends beyond 5 working days.
Please ensure that:
All RingCentral Network Requirements are implemented before the satellite becomes operational. This is important so that the satellite measurements resemble the network conditions that the phones will experience.
o The executable gets installed on a dedicated MS Windows computer without any other software running on it.
o Connect the computer to the same Ethernet switch and VLAN to which the RingCentral phones will be connected.
To install the Windows/Apple MacOS/Linux Visualware Software satellite:
o Obtain the Visualware satellite Software at:
https://drive.google.com/drive/folders/1RK8BsHxZG5Kma0IqxdGjSp2iQqQclJ6V?usp=sharing o If you receive an error when clicking the above link please copy and paste the link into a browser.
If you have any other issues obtaining the software, please send an email to your Project Manager.
The detailed satellite installation instructions are provided in the next document. Please follow the instruction in detail. Otherwise the satellite will not be able to perform proper measurements.
EXHIBIT A
RingCentral, Inc 40 Davis Drive, Belmont, CA 94002 Mobile/Fax. 650-472-4100 www.ringcentral.com Once installed, please email back to your assigned Project Manager with the following information:
o The public IP address of the site where the satellite is going to be installed. This address can be obtained by entering http://whatismyipaddress.com/ in the address bar of a browser on a PC located at the site. o The location where the satellite is installed: Satellite Name (CompanyName_SiteLocation): Location (City & State): Public IP Address: Firewall Make & Model:
Follow-up Call with RingCentral Pro Services Network team Your Project Manager will schedule a 30 minutes network assessment call after 5 business days of satellite operation.
Agenda for call: Review Visualware measurement results and Q&A with customer network lead.
EXHIBIT A
Unified Communications and Total User Counts Count MRC Each Non-Recurring
Costs total
Professional
Services
Annual Recurring
Charges (ARC)
3 Year Total Notes
UCaaS Users with Staff/Standard Deskphones only 0 $8.50 $89.40/phone Input $ - $ - Same license cost as users with sofpthone only.
Added the cost of 1 phone in case La Mesa wants to
add phones for some users. Kept total at $0 as count
is 0
UCaaS Users with Softphones only 300 $8.50 Input Input $ 30,600.00 $ 91,800.00 Not including Fees/Taxes. Those are included below in total
UCaaS Users with Deskphones and Softphones 0 $8.50 $89.40/phone Input $ - $ - Same license cost as users with sofpthone only.
Added the cost of 1 phone in case La Mesa wants to
add phones for some users. Kept total at $0 as count
is 0
Operator/PC Attendant Console 2 $8.50 Input Input $ 204.00 $ 612.00 RingCentral's Application includes the Heads Up
Display. The HUD is a display to list up to 100 favorite contacts for ease of calling and transfering calls. We
do have an add on for Bridge Operator Console
through a 3rd party, however based on requirements
we believe the HUD will suffice. The HUD is included
with standard user license cost,
Departmental Answering Point with Busy Lamp Field
Button Box
0 Input Input Input $ - $ - input
Executives with Upgraded Deskphone and softphone 6 $8.50 $1,098 Input $ 612.00 $ 2,934.00 input Admin/Assistant/Secretary with Upgraded Deskphone
and softphone
0 $8.50 Input Input $ - $ - input
Total UC User Stations (with VoiceMail) 308
New VoIP full duplex conference phone required
(Polycom or equivalent)
0 $3.99 745.2/phone Input $ - $ -
Basic License is $3.99 which is physical phone only
no voicemail. Used for common area spaces such as
conference rooms. Conference phone is
$745.20/phone.
New VoIP full duplex conference phone with external
extended microphones
0 $3.99 745.2/phone Input $ - $ -
RingCentral doesn't supply extended microphones
but thos can be purchased separately.
Reuse existing VoIP/SIP conference room phones 5 $3.99 $3,726.00 Input $ 239.40 $ 4,444.20 Basic License is $3.99 which is physical phone only
no voicemail. Used for common area spaces such as
conference rooms. Conference phone is Poly Trio
C60 at $745.20/phone.
Empty Desk/Hotelling/Visitor Cube deskphones 0 $4.50 Input Input $ - $ - Hotdesking is included. The license cost is $0 but
there will be E911 and CRF fees associated with it so
it can call 911 when someone isn't logged in.
Basic or Courtesy Telephones 0 Input Input Input $ - $ - input Total Additional Stations (No VoiceMail) 5
Total VoIP Stations (UC Users + CC Users +
Additional Stations)
313
Analog phones - Courtesy phones, Common Area,
Cordless, Elevator, Alarm, Red/Blue emergency call
phones
15 $3.99 $ 2,223.00 Input $ 718.20 $ 4,377.60
$3.99 per basic license, $58.80 per Analog Terminal
Adapter for Analog phones (Cisco 192 ATA), $89.40
per basic physical phone (Poly Edge 220)
Ringdown (analog circuit outside Fire Stations tied
into UCaaS platform)
4 Ringdown functionality requires additional hardware
not sold by RingCentral. We recommend the Poly
402. This is fully supported by RingCentral since Q4
2024, however we do not have the ability to sell this
hardware. This can be procured separately by City of
La Mesa
Total Analog Ports (No VM) 19
Add on: Full Unified Communications, Conferencing,
Collaboration functionality license, if not already
included with base license
Option Input Input Input $ - $ - Included with base license Add on: Users with Mobility features for Find Me
Follow Me and SmartPhone Softphone
0 Input Input Input $ - $ - Included with base license
Add on: Voicemail boxes for UC users 0 Input Input Input $ - $ - Included with base license Add on: Voicemail boxes for users without an
extension license
0 Input Input Input $ - $ -
Voicemail only extensions are included at no extra
cost for users who need voicemail only
Add on: Unified Messaging Licenses 0 Input Input Input $ - $ - Included with base license Add on: SMS texting for UC and CC users from their
DID number
10 Input Input Input $ - $ -
SMS is included in base license. La Mesa will have to
go through the TCR compliance steps during
implementation to enable SMS, but the SMS itself is
included. 100 SMS per user pooled, for 306 total
users that would be 30,600 SMS/month included
Additional Local Number (DID) 1 $0.49 Input Input $ 5.88 $ 17.64 RingCentral ecommends including at least 1
additional DID on your contract. The list price is
$4.99, this is to discount the cost if you have a block of DIDs that you will be porting over. Every license
includes a DID, this would be for any additional DIDs.
Toll Free Number Option $0.49 Input Input $ - $ -
1 Main Toll Free number included with account. This
is for any additional toll-free numbers on top of that.
RingCentral DataRemote 2-port Device 9 Input $2,412.00 Input $ - $ 2,412.00 For the 1-2 emergency/elevator analog lines per branch
RingCentral Specialty Analog Services Add-on 13 $50.00 Input Input $ 7,800.00 $ 23,400.00 For the 1-2 emergency/elevator analog lines per branch
RingCentral DigitalLine Unlimited Advanced 13 $8.50 Input Input $ 1,326.00 $ 3,978.00 For the 1-2 emergency/elevator analog lines per branch
Connext Equipment and Site Staging (per device) 9 Input Input $3,240.00 $ - $ 3,240.00 For the 1-2 emergency/elevator analog lines per branch
5,000 Minute Toll-Free Bundle Option $76.99 Input Input $ - $ - Optional - Toll Free Minute package. This is to show
the price if this is a requirement per the RFP 5.3.1
Additional Installation (if not already covered above) Count MRC Each Non-Recurring
Costs total
Professional
Services
Annual Recurring
Charges (ARC)
3 Year Total Notes
Implementation and installation Per RFP Input Input Input $ - $ - If not already included above Turn-key system design, programming and
deployment
Custom per RFP Input Input Input $ - $ - If not already included above VoIP Network Readiness Assessment Per RFP Input Input Input $ - $ - input SIT, UAT, Cutover Coverage Per RFP Input Input Input $ - $ - input Schedule A Pricing Worksheet
Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 1/2 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule A ©
EXHIBIT A
Schedule A Pricing Worksheet
Train the Trainer, Training Materials, CBT, FAQ support Per RFP Input Input Input $ - $ - input Train the User direct training Per RFP Input Input Input $ - $ - input Help Desk / Troubleshooting Training Per RFP Input Input Input $ - $ - input System Admin Training 20 Input Input Input $ - $ - input System Administration Certification Course 4 Input Input Input $ - $ - input Shipping and Handling Estimated Input Input Input $ - $ - Free Ground Shipping included for physical phones Travel, Expenses, Out of Pocket and Incidentals Estimated Input Input Input $ - $ - input Custom configuration for multi-cast paging at 9 locations. Up to 3 paging zones per. High volume and DND override
1 Input Input $4,700.00 $ - $ 4,700.00 input
Input Input Input Input $ - $ - input
config.
Warranty, Maintenance, Managed Services and
Support
Count MRC Each
Non-Recurring
Costs total
Professional
Services
Annual Recurring
Charges (ARC)
3 Year Total Notes
Annual Maintenance/Warranty/Support (See Comment) See Note Input Input Input $ - $ - Included with license.
Warranties on 3rd party solutions or customizations
that are not embedded in the base Solution (or are
pass-through)
As Needed Input Input Input $ - $ -
Physical phones fall under manfuactures warranty
from Poly.
Ongoing software updates and bug fixes Per RFP Input Input Input $ - $ - Included with license.
Input Input Input Input Input $ - $ - input
Input Input Input Input Input $ - $ - input
Non-Recurring
Costs total
Professional
Services
Annual Recurring
Charges (ARC)
3 Year Total Notes
$ 9,459.00 $ 3,240.00 $ 41,505.48 $ 137,215.44
$ - $ 4,700.00 $ - $ 4,700.00
$ - $ - $ - $ -
$ 9,459.00 $ 7,940.00 $ 41,505.48 $ 141,915.44
$ (16,616.67) Input Input $ (16,616.67) 3 Free months on a 3 Year agreement. Can do 5 free months on a 5 year agreement as well
$ 816.53 Input $ 28,701.72 $ 86,921.69
Vendor to generate/calculate Pro-Forma invoices to
ensure that all costs are disclosed and accounted
for.
$ (6,341.14) $ 7,940.00 $ 70,207.20 $ 212,220.46 Vendor should ensure this matches their internally dervied Pricing or BoM.
Option Cost - Feature/Functionality is available at
additional cost, and is not included in the base price
for the proposed solution. The vendor's pricing and
explanation is to be defined on Schedule A- Below:
Count MRC Each
Non-Recurring
Costs total
Professional
Services
Annual Recurring
Charges (ARC)
3 Year Total Notes
Other Vendor Recommended Redundancy Describe Input Input Input $ - $ - Please specify any other redundancy that you
recommend
SmartPhone Mobile Client (Mobility SoftPhone users) 1 Input Input Input $ - $ - Included with license cost Other Mobility option(s) 1 Input Input Input $ - $ - Included with License Cost Microsoft Teams and Zoom Integration Per RFP Input Input Input $ - $ - MSFT Teams Embedded Application Included User Training Option (per RFP) 1 day Input Input Input $ - $ - input Fax Mail (eFax) Users Option Input Input Input $ - $ -
eFax included in license. If connecting to a analog fax machine would need additional license and ATA as
priced on quote
Input Input Input Input $ - $ - input
Input Input Input Input $ - $ - input
Input Input Input Input $ - $ - input
Input Input Input Input $ - $ - input
Input Input Input Input $ - $ - input
Input Input Input Input $ - $ -
Input Input Input Input $ - $ - input
Input Unit of time? Minimum time billable?
Input Unit of time? Minimum time billable?
Additional Installation (if not already covered above)
TOTAL
Unified Communications and Total User Counts
8am-5pm Hourly Rate for Remote maintenance or MAC (RMAT) 5pm-8am Expedited Hourly Rate for Remote maintenance or MAC (RMAT) Warranty, Maintenance, Managed Services and Support
VENDOR SOLUTION COST
Discount, Signing Bonus, Credits, Offsets, etc. not already included above.
Sales Tax, Service Fees, Usage Fees, Telco surcharges (EUCL, LNP, LDAC, USF), etc. Vendor to calculate.
TOTALS
Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 2/2 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule A ©
EXHIBIT A
Location Address or Building
Number City, State
Approximate
Employee
Headcount
City Hall 8130 Allison Ave La Mesa, CA 85
Police Dept 8085 University Ave La Mesa, CA 120
Public Works 8152 Commercial St La Mesa, CA 30
Community Ctr 4975 Memorial Dr La Mesa, CA 18
Adult Enrichment 8450 La Mesa Blvd La Mesa, CA 10
Pool 5100 Memorial Dr La Mesa, CA 8
Fire 11 / Admin 8054 Allison Ave La Mesa, CA 25
Fire12 8844 Dallas St La Mesa, CA 5
Fire 13 9110 Grossmont Blvd La Mesa, CA 5
Total 306
Schedule B - Locations with Approximate Counts
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Platform Requirements Requirement Compliance Notes/Explanation Score Weighted Score Cloud/Premise Preference
For each technology preference sub-section below note Customer's preferences: Mandatory = That technology Only, Preferred= That technology First/Preferred, Somewhat Preferred=Open to it, Not Required=Don't want it.
Mandatory Comply Included at no extra cost in base package 100% 10 Public Cloud Preference
System is hosted by in a public cloud (multi-tenant, "X as a Service") that provides the Mandatory functionality for a monthly/annual recurring fee or usage charges.
Preferred Comply Included at no extra cost in base package 100% 8 Private Cloud Preference
System is hosted by in a private cloud that provides the Mandatory functionality for a monthly/annual recurring fee or usage charges. System is configured with only 1 company/tenant per system image.
Not Required Option
A full needs analysis and bandwidth
preferences is required to provide an
estimate of connecting private circuits, but
this is supported by RingCentral.
25% 0
Premise System
Preference
System is installed on customer's Premise. Not Required Do not Comply RingCentral is a Cloud UCaaS and CCaaS
provider. 0% 0
Premise or Cloud are both
acceptable
Customer is indifferent between Cloud and Premise and will evaluate based on best fit for our needs, Total Cost of Ownership, pricing, and ease of use and deployment.
Not Required Comply Included at no extra cost in base package 100% 0 Subscription OpEx Only
Whether provided as a Cloud/Hosted or Premise solution, Vendor should provide subscription pricing that includes licenses, maintenance, upgrades and support.
Mandatory Comply Included at no extra cost in base package 100% 10 Cloud Migration
The solution should allow Customer to migrate premise solution and licenses to the cloud at some point in the future for minimal additional cost by converting licenses and entitlements.
Not Required Comply Included at no extra cost in base package 100% 0 Flexible Licensing Structure
Provider allows for adding/deleting licenses as needed throughout the year and/or as business conditions dictate, without committing to a specific quantity in the contract, and without penalties for underutilization.
Preferred Partial Comply
RingCentral's licenses are on a per user
basis. The contracted pricing is good for the
quantity of licenses on the initial order form
and our discounts are based on the total
quantity of Licenses. We can offer an
elasticity clause in the agreement to allow a
1x per year 20% decrease in licenses with a
set floor of 80% of the initial contract
license count.
25% 2
Business downturn Ability to reduce the license count without penalty to a defined % below contracted quantities. Preferred Comply RingCentral can add an elasticity clause as
stated above. We can also include a nonappropriation clause due to loss of funding. 100% 8
Concurrent Licensing
Solution allows for concurrent licensing for maximum operational flexibility with shift work or global operations.
Somewhat
Preferred
Do not Comply
Not included for the licenses proposed in
this RFP. 0% 0
Usage-based pricing
Licensing determined by usage, not predetermined fixed counts. Best able to handle bursty traffic within a month or year.
Not Required Do not Comply
No, all licenses are unlimitted minutes
US/Canada. 0% 0
Technology migration
clause
Client is able to convert committed contract costs from one type of technology to another without penalty (for example agent licenses to AI spend).
Preferred Comply
As long as total cost does not decrease
from floor established on Initial Order Form,
yes RingCentral can be flexibile with where
spend is applied.
100% 8
99.999% Reliability
No Single Point of Failure (99.999% availability) for core applications – Any element in your design that would cause the failure of a significant portion of the system should be made redundant. If redundancy is not available for this element, then the element should be duplicated or made highly available by adding hot swappable redundant power supplies, RAID hard drives, etc. In addition, software upgrades should be able to be loaded to the system while in operation, with no, or momentary, downtime to implement the software patch. Hot standby call processor with a synched database copy that will take over from the main call processor if there is a failure. Failover should be automatic and maintain the same user functionality.
Preferred Comply Included at no extra cost in base package 100% 8
99.99% Reliability
Hot Standby Mirrored Redundancy for Call Processing (99.99% availability) – Hot standby failover to a synchronized secondary processor that has a synched database copy and awareness of all calls in progress. Active calls should not be dropped and phones should home to the 2nd processor immediately when idle without rebooting the phone. When the primary server is brought back into service, phones should not require a reboot to recover to the primary processor. System is highly reliable and resilient to failure. Failure of a critical component may take up to 5-10 minutes to resolve, during which the application may be degraded or not available.
Mandatory Comply Included at no extra cost in base package 100% 10
99.9% Reliability
Warm Standby or Active/Passive Redundancy - Secondary call processor with a current copy of the database. Upon failure of the main call processor phones will register and start to accept call control from the second processor. This may involve the disruption of calls that were already in progress. Switchover should take less than 5 minutes and be automatic without human intervention.
Not Required Comply Included at no extra cost in base package 100% 0 Resilient reliability (less than
99.9% reliable)
A highly resilient (but may not be fully redundant) design is required for the proposed solution with hardware and architecture that is very reliable, and easy to restore/recover upon failure.
This may include distributed processing/compute; hot swappable components; highly reliable hardware, software, OS, Servers; branch resiliency; etc.
Not Required Comply Included at no extra cost in base package 100% 0 Ancillary Systems
redundancy
It is not acceptable for ancillary systems such as Collaboration, IM/Presence, reporting, and call recording to be unavailable and they must be provisioned with the same level of redundancy as the primary call handling components.
Not Required Comply Included at no extra cost in base package 100% 0 SIP Trunking As configured, the system will support SIP Trunking to most major telephone companies Not Required Option As proposed, RingCentral becomes your
carrier and your numbers would port to
RingCentral. Thus negating any SIP
Trunking. If for contractual reasons, an
alternative SIP Carrier is needed, a quote
could be provided for BYOC (bring your own
carrier).
25% 0
Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 1/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
High Availability PSTN
Gateway or SBC
Multiple geographically distributed gateways are provided by the Solution Provider with multiple connections or NNI to multiple backend Carrier connections for SIP trunks, PRIs, analog ports, and any computer or DSP resources should be distributed among the gateways to allow for resiliency.
(If this is noted as only Somewhat Preferred then a single PSTN Gateway or Session Border Controller (SBC) may be used as long as redundant hot swappable power supplies and cards are used.)
Option Comply
RingCentral houses its core technology
infrastructure and global network in
multiple geographically diverse, state-ofthe-art, Tier4 data centers, which minimizes the risk of loss and regional
service interruption due to natural disasters
and other catastrophic situations.
RingCentral's major data centers are
located on the East and West Coasts of
North America. Additionally, RingCentral
has multiple point-of-presence (POP) data
centers located throughout North America.
This geo-redundant, active-active
architecture ensures high availability even
when faced with major regional disasters,
natural or otherwise.Within each major
data center, RingCentral provides high
availability, redundant architecture. Access
to the Internet is ensured through the
purchases of multiple Internet transits at
each data center. All of RingCentral's
service components are designed with high
availability, fault tolerance, and fault
impact segregation in mind. Customer
data—including service configurations,
messages, etc.—is fully replicated across
RingCentral's data centers in real time.
Public switched telephone network (PSTN)
access is ensured through the purchase of
connectivity from multiple Tier1 global
100% 6
Inter-System Connectivity
Solution will connect to other systems specified in the RFP (or within the solution between 2 different platforms such as UC and CC) through a private and dedicated SIP trunk or other methodology that allows for inter-system calls to route differently than PSTN calls. This may include sending different caller ID CLID/ANI, caller name CNAM, dialed digit insertion/deletion, no usage charges, call divert, call progress detection, anti-tromboning features, etc.
Mandatory Comply
RingCentral offers RingEX for UC and Ring
CX for Cotact Center 100% 10
Survivable Branches
Branches noted as survivable on Schedule B should support analog trunks from the Telco (FXO) and connectivity to VoIP and Analog phones at the location so that users can make and receive calls through these trunks for 911 and BCP calling.
Not Required Option
RingCentral Persist is an option but not
quoted due to the "Not Required"
designation.
25% 0
Non-Survivable Branches
Branches will have 1-2 analog trunks directly connected to alarms and elevator lines, as well as hard-wired to a couple of emergency 'Red' phones. However, branch will have no Telco or Survivable gateways, and users will rely on Cell phones if connection to the UC Solution is lost.
Preferred Comply
Included a single line for five branches and
two lines for four branches. 100% 8
Complete Branch
Survivability for all
applications
If the WAN connection to the central call processor fails, branch office will continue to process calls correctly with local dial-tone, ability to send calls to voicemail, simple CC routing, etc.
Not Required Comply
Each licensed user has access to fully
functional Mobile Application that includes
the ability to: Make, Recieve and Transfer
calls, as well as Fax, Text, Video Meeting
and Messaging capabilities.
100% 0
Single Manufacturer
Preference is for all major solution components to be provided by a single manufacturer/provider to ensure interoperability, but potentially lower feature set Preferred Comply Included at no extra cost in base package 100% 8 Best of Breed
Preference is for a leading provider/solution in each requested category as long as they are well integrated by the successful Vendor into the solution (as opposed to buying all parts of the solution from a single manufacturer).
Somewhat
Preferred
Do not Comply
RingCentral provides their own full servive
solution. 0% 0
E911 Compliance
System complies with all 911 and E911 laws, regulations, and requirements in North America and 'Emergency Services Calling' dial codes and laws in other countries in which its services are sold or installed.
Mandatory Comply Included at no extra cost in base package 100% 10 E911 Kari's Law
Compliance
E911 system allows for compliance with Kari's Law by ensuring calls to emergency services can be made by dialing 911 without having to dial a line access code (such as 9,911), as well as notifying internal staff.
Mandatory Comply Included at no extra cost in base package 100% 10 RAY BAUM Act
Compliance - Fixed
E911 system will identify the location of a user making a 911 call and send an appropriate Emergency Line Identification Number (ELIN) to the Public Safety Answering Point (PSAP) that matches a 'dispatchable location' populated to the PSALI (Public Safety Automatic Line Identification) database by the Vendor based on the location of the phone.
Mandatory Comply Included at no extra cost in base package 100% 10 RAY BAUM Act
Compliance - Mobility
E911 system will automatically detect when a softphone, mobile, or smartphone user has changed their network location and either provide an automatically determined address for the user to confirm, or ask the user to provide their address (which is then verified as to form). If the user subsequently calls 911, the system will send an ELIN that is dynamically and correctly assigned to the address provided in the PSALI. System will notify administrator, or track internally, when a user dismisses the address screen without filling in the appropriate information.
Preferred Comply Included at no extra cost in base package 100% 8 Dispatchable Location
E911 system must be able to send a PSAP 'dispatchable location' defined for the purpose of this RFP as: the street address of the calling party, and additional information such as room number, floor number or similar information necessary to adequately identify the location of the calling party.
Mandatory Comply Included at no extra cost in base package 100% 10 E911 on all Telco
connections
E911 information will be provided to the PSAP through the PSTN connection regardless of who provides the Telco - Customer provided, Vendor provided, included/native Telco, Bring your own Carrier, Bring your own Telco, or SBC integrated.
Mandatory Comply
RingCentral is a Fully Cloud UCaaS solution
and will be the provider in proposed
response.
100% 10
E911 Fixed Phone Support
System has the ability to send a specific outbound DNIS/Caller ID based on the physical location of the phone within a building. Typically, this is accomplished by segmenting the network VLANs/IP/Subnets so that when users move their phones between floors/buildings it will automatically identify the location of the caller and send the correct outbound ELIN associated with that Emergency Response Location (ERL) which will be defined in the PSALI.
Mandatory Comply Included at no extra cost in base package 100% 10 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 2/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
E911 Softphone Support
Allows for E911 support for softphones on premises by determining which IP subnet they are located within (LAN/Ethernet or Wi-Fi/Wireless Access Point) and sending appropriate ELIN/ALI location info to the PSAP.
Preferred Comply Included at no extra cost in base package 100% 8 E911 for VDI devices
Solution should identify users or extensions that are being used through VDI (Virtual Desktop) and prompt the user for their physical address for dispatchable location.
Not Required Partial Comply Depending on VDI 25% 0
ELIN for phones with no
DID/Extension or not in ALI
Provide generic ELIN (matches to ALI) information to the PSAP to allow for correct identification of the caller’s general location (site and building) in the event a station is not in the ALI database provided to the carrier. Assign a temporary ELIN/DNIS number to any extension that does not have a DID number to allow the PSAP to call the station back in an emergency.
Preferred Comply
All phones include a DID with RingCentral's
solution. In the event a Hot Desk phone
only profile is deployed, a return dialable
number will be provided to PSAP
100% 8
PIDF-LO
System sends PIDF-LO (Presence Information Data Format Location Object) as an HTTP, SML tag when sending calls to 911 operators through their 911 backend provider. This sends the exact address of the call in real-time through the actual call setup.
Not Required Do not Comply
RingCentral provides a multi-pronged
approach to supporting E911 natively
through a partnership with Bandwidth.
RingCentral supports E911 capabilities for
all physical desk phones with specific
addresses customizable for each physical
location. This information has the primary
address and suite or floor number as
applicable. This information is checked
against the Public Safety Answering Points
(PSAP), so there is no possibility of an E911
call not getting a match in the PSAP
database. RingCentral then leverages our
VoIP positioning carrier to transmit E911
information to the correct PSAP supporting
the user’s location.
Updating the E911 address and location
information is done through the web
interface for users with physical desk
phones or through the Nomadic 911
capability within the system based upon
the IP address of the devices where it is
located. RingCentral provides the ability to
enter an emergency address for all digital
lines (DLs). This emergency address
includes a physical address and additional
information (such as building location,
suite, apartment number, etc.). This
information is passed to the local PSAP.
For our mobile clients, the clients leverage
the inherent cellular device 911
capabilities. We have a professional
services solution allowing for notifications
to be sent when 911 is dialed, providing the
0% 0
PSALI database interface -
dynamic
Vendor must update the Public Safety Automatic Line Identification (PSALI) database with every DID/ELIN number associated with an exact location for that station (i.e., street address / building / room number) - updated in real-time and automatically.
Not Required Partial Comply
RingCentral provides a multi-pronged
approach to supporting E911 natively
through a partnership with Bandwidth.
RingCentral supports E911 capabilities for
all physical desk phones with specific
addresses customizable for each physical
location. This information has the primary
address and suite or floor number as
applicable. This information is checked
against the Public Safety Answering Points
(PSAP), so there is no possibility of an E911
call not getting a match in the PSAP
database. RingCentral then leverages our
VoIP positioning carrier to transmit E911
information to the correct PSAP supporting
the user’s location.
Updating the E911 address and location
information is done through the web
interface for users with physical desk
phones or through the Nomadic 911
capability within the system based upon
the IP address of the devices where it is
located. RingCentral provides the ability to
enter an emergency address for all digital
lines (DLs). This emergency address
includes a physical address and additional
information (such as building location,
suite, apartment number, etc.). This
information is passed to the local PSAP.
For our mobile clients, the clients leverage
the inherent cellular device 911
capabilities. We have a professional
services solution allowing for notifications
to be sent when 911 is dialed, providing the
25% 0
PSAP ELIN callback
Allows PSAP to call back any user making a 911 call by translating the DNIS/ELIN/ALI number sent to PSAP and ringing the phone that made the call, even if that phone has only an extension and no DID number, including the situation when more than one 911 call is placed in a short time period.
Preferred Comply Included at no extra cost in base package 100% 8 ELIN callback to alternate
location
Provide the ability to send return/inbound calls to an ELIN number used to call PSAP to a group of internal first responders (such as a security desk or reception) who may be better able to assist the PSAP than the person who made the call.
Preferred Comply Included at no extra cost in base package 100% 8 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 3/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Internal notification
Solution must notify designated internal extensions or first responders through on-display, email, SMS, and/or other real-time means when a user dials 911, and what extension has placed that call. This notification should be immediate as 911 is dialed and not delayed until after the 911 call is completed.
Mandatory Comply Included at no extra cost in base package 100% 10 E911 Notify External Users
System alerts external users (such as security companies, etc.) via email, outcall, or SMS/Text when 911 call is made and shows extension and other E911 info Not Required Comply Included at no extra cost in base package 100% 0 E911 Security Listen-In
Provides ability for security (or other authorized personnel) to listen in to 911 calls as they are in progress
Not Required Comply Included at no extra cost in base package 100% 0 E911 Survivability
All sites marked as survivable must be able to place e911 calls even if their connectivity to the cloud or core Customer systems is down.
Not Required Comply Included at no extra cost in base package 100% 0 Link Layer Discovery Protocol
(LLDP)
The system telephones will support Link Layer Discovery Protocol (LLDP). This will allow the phones to positively identify themselves to the LAN switch as a telephone device and receive an automatic configuration, as well as trigger certain parameters in the switch.
Not Required Comply Included at no extra cost in base package 100% 0 Manually failover Data Center
for DR/BCP testing
Provide the ability to manually redirect calls between primary and secondary Data Center during Business Continuity and Disaster Recovery testing
Not Required Comply Included at no extra cost in base package 100% 0 Security Standards
All solutions (Premise and Hosted) must be comply with PCI, TCPA, GDPR requirements and be SOC 2 Type 2 compliant. Vendor shall mark as Partial Comply and note which requirements you don't comply with if full compliance is not provided.
Preferred Comply Included at no extra cost in base package 100% 8 Meets Customer Industry
Specific security
requirements
Provider is certified to meet the regulatory, security, and encryption requirements for the Customer's industry and prevailing country laws and regulations. Examples are FedRamp for federal government, PCI for retail, HIPAA/PII for healthcare, NAFCU/GLBA/NCU/DBO for credit unions, etc. Mark as Partial Comply and note which ones you don't comply with if relevant.
Mandatory Comply RingCetral is not FedRamp certified 100% 10 Cybersecurity testing
Vendor must conduct internal and external testing of the security of their provided platform, and provide copies of annual certifications and audits of all security testing - such as 3rd party penetration and security scan testing.
Option Comply with 3rd
Party
We conduct internal and external
penetration tests. We do this upon every
new web and mobile application release.
The tests are carried out for mobile
applications by third parties, while for web
applications these are split between third
parties and in-house.
75% 4.5
Breach Notification
Vendor must notify Customer of any discovered hack or breach of security, PCI, HIPAA, or another security requirement. Notification must be timely and Vendor must provide remediation where possible, and mitigation to avoid future breaches.
Mandatory Comply Included at no extra cost in base package 100% 10 Customer security testing
All solutions must allow for Customer or Customer contracted 3rd party to perform security scans and/or penetration/breach testing.
Not Required Do not Comply Do not comply 0% 0
Call Encryption
Telephones, softphones, and Telco connections will automatically encrypt RTP voice conversations and call setup at all times and between all devices.
Mandatory Comply Included at no extra cost in base package 100% 10 TLS v1.2 Encryption
VoIP devices will utilize Transport Layer Security v1.2 and Digest Authentication to perform validation and encryption of VoIP traffic and call setup.
Mandatory Comply Included at no extra cost in base package 100% 10 Single Sign On
Single Sign On (SSO) for logging into multiple applications to reduce the complexity of having to logging into multiple systems. Ideally caches off the user's network or Windows authentication.
Mandatory Comply Included at no extra cost in base package 100% 10 SAML2 compliant Security Assertion Markup Language for Single Sign On compliant.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Data Deletion
Regardless of minimum acceptable retention noted elsewhere - system should provide a mechanism for automatic deletion based on Customer’s current retention policy. For example we may want to limit this to a rolling 365 days of historical recordings, or we may want to keep them for 30 days, 5 years, etc. This might apply to Call Recordings, Call Detail Reporting, Contact Center Reporting, Voicemails, Screen recordings, Chat transcripts, Co-Browsing logs, Collaboration documents, and all other PII type information.
Preferred Partial Comply
RingCentral Data retention policies can be
found in this link that varies depending on
the media type. RingCentral Archiver Tool
is included and provides for storing past
retention settings for account.
https://support.ringcentral.com/articlev2/RingCentral-data-retentionpolicies.html?brand=RingCentral&product =RingEX&language=en_US
25% 2
Software compliance for
computer OS
Any software that will need to be installed on the user's computer (desktop, laptop, tablet, etc.) will need to be able to run on Microsoft Windows, Apple Mac, VDI, browsers, etc. according to the specifications for computers used at Customer in the RFP.
Mandatory Comply Included at no extra cost in base package 100% 10 Sandbox/Lab System
2 additional non-production systems (UAT/Test and Dev) must be included in the solution and pricing; that can be used to pre-field software upgrades, test integrations to 3rd party apps, test code changes, etc. Should mirror the production environment in abilities and configuration database, but does not have to support the same number of users and licenses.
Somewhat
Preferred
Partial Comply
RingCentral provides temporary numbers
and a full production environment to be
used throughout the UAT process. After
Port of production numbers, system is fully
operational and in final state
25% 0.5
Dev/UAT/Prod integration
from CCaaS Sandboxes
Vendor's Sandbox/Lab system should be able to be pointed to Customer's Dev, UAT, or Prod versions of their internal/external applications (CRM, CTI, etc.) for release testing.
Not Required Do not Comply Explain 0% 0
Local Time
Phones, voicemail, CC will use the correct local time, even if that time differs from the time zone that the Call Server or Voicemail are located in
Mandatory Comply Included at no extra cost in base package 100% 10 Call Specific information
passed between all platform
components
CTI/TSAPI/API link between the components of the platform for additional calling information to be passed such as initiating CLID/ANI, caller name CNAM, member account number, authentication, interaction ID from the CC system, etc.
Not Required Comply
Via APIs, SDKs and client browser
launching. 100% 0
Call detail reporting
integration
UC system should save call specific information above against the call, in system databases, call recordings and Call Detail Reporting (CDR)
Preferred Comply Included at no extra cost in base package 100% 8
CDR/SMDR
Call Detail Reporting - Tracking and reporting of external/PSTN and internal/extension, inbound/outbound calls from every extension including telephone numbers and length of calls.
Provide that information in a report and be able to export that data or allow us to import it to our BI tools.
Mandatory Comply Included at no extra cost in base package 100% 10 Call Accounting
Application, report or service that provides costing and bill back by department for local, long distance, incoming and outgoing calls by UC user; provide automated exception reports for long/expensive calls. Also provides traffic studies and trunk busy reports.
Option Comply Included at no extra cost in base package 100% 6 Multiple Integrations
Call Accounting system should be able to connect to multiple systems and parse call details into a consolidated set of reports. For example, be able to connect to UC system from one provider, CC system from a second provider, IVR from a hosted provider.
Not Required Comply Included at no extra cost in base package 100% 0 Cloud Architecture - Rated as they would apply to a Cloud Solution if chosen. Requirement Compliance Notes/Explanation Score Weighted Score Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 4/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Over the Top Service
Voice calls and traffic are delivered to customer locations over existing internet circuits. Usually provides for lower cost and faster deployment - but will not guarantee Quality of Service for voice quality.
Preferred Comply Included at no extra cost in base package 100% 8 WAN connection with QoS
All voice traffic to designated "office" locations will be provided over a circuit that provides for end to end Quality of Service (QoS) such as dedicated, P2P, MPLS, or SD-WAN circuits.
Not Required Option
Bandidth analasys required to provide full
quote for this option. Not included due to
"Not Required" designation
25% 0
Failover to OTT Failover from QoS enabled (dedicated or otherwise) to Over the Top backup circuit is automatic. Not Required Comply Bandidth analasys required to provide full
quote for this option. Not included due to
"Not Required" designation
100% 0
Hosted (Cloud) PSTN dial
tone
PSTN calls are hosted by the Provider and included in the service with unlimited usage, fixed bucket of minutes, or on a per minute charge depending on usage.
Preferred Comply Included at no extra cost in base package 100% 8 Bring Your Own Carrier
(BYOC) PSTN dial tone
Customer contracts directly with a telephone carrier (or provides PSTN from another PBX/VoIP system) and extends the PSTN to the Cloud provider. SBC equipment is placed at key Customer offices to land PSTN voice calls close to the users. Sometimes used for branch survivability or to meet international VoIP Telco requirements (such as India, China).
Not Required Option
Not quoted due to "Not Required"
designation. 25% 0
Business Continuity -
Geographic redundancy
Backup redundant servers for the phone system, voicemail, and other core telephony applications are installed across multiple data centers that are geographic distributed, and remain synchronized. Phones should re-home automatically between data centers and feature functionality should be virtually identical to normal operation.
Mandatory Comply Included at no extra cost in base package 100% 10 N+1 Resiliency
All critical applications and servers are load balanced across multiple devices to support scalable redundancy for the provider.
Preferred Comply Included at no extra cost in base package 100% 8 Hardened Data Center
Cloud provider's servers are located in a Tier 3-4 (Best) commercial data center with fully redundant and fault-tolerant components including power outlets, compute/storage, cooling, dual-power supply equipment, full UPS, generator, multiple redundant entrance facilities, and meet me room with inter-connection to most Telco Providers.
Preferred Comply Included at no extra cost in base package 100% 8 Patching without interruption
Software updates and patches are deployed in such a manner that under normal circumstances, users and calls are not disconnected from the system.
Preferred Comply Included at no extra cost in base package 100% 8 Restorable Network BackupPhone system, CC, voice mail, and other critical telephony servers should automatically back up all system programming on a regular schedule, to allow recovery without service interruption.
Preferred Comply Included at no extra cost in base package 100% 8 IVR/CC/Voicemail backup
Greetings, voicemails, announcements, etc. are backed up with the system backup on a regular basis.
Preferred Comply Included at no extra cost in base package 100% 8 Proprietary platform Cloud provider uses an application that was/is developed for its own use. Preferred Comply Included at no extra cost in base package 100% 8 Resold or OEM Platform
Cloud provider uses an application platform that is developed by some other 3rd party and is deployed into multiple providers worldwide (i.e. BroadSoft, Cisco, MetaSwitch, Intermedia) Somewhat
Preferred
Do not Comply
RingCentral utilizes our own proprietary
platform. 0% 0
Minimal oversubscription of
server pools
Cloud provider will manage the number of customers per server pool to ensure that processor loads do not surpass 40% average utilization, and peak utilization rarely exceeds 75% utilization.
Vendor to supply monthly reports showing utilization.
Preferred Comply Included at no extra cost in base package 100% 8 Mainland US Data Center
Hosted/Cloud Solutions must be hosted in a Data Center located in the lower 48 states for the primary/master node of the system. Additional data centers may be required to meet PII data governance and Global Redundancy requirements.
Mandatory Comply Included at no extra cost in base package 100% 10 Number ownership
Hosted provider must maintain Customer as the owner of their assigned numbers and hand back Customer's DID, Toll-Free, and other numbers at the end of the contract, or upon request by Customer, with no additional fees.
Mandatory Comply Included at no extra cost in base package 100% 10 PII data governance
Provider maintains separate system databases to ensure that Personally Identifiable Data (PII and/or HIPAA/PHI in case of health care) is not written out of country where not allowed by law.
Example would be that N. American data stays on N. American servers; and Germany, EU, PII remains on EU servers.
Mandatory Comply
Most of our customers keep any PHI, ePHI,
PHR, PII, or other sensitive data within their
own database architecture. Such data need
not reside within the RingCentral
architecture.
100% 10
Telephony Features - apply to UC and CC users/telephones Requirement Compliance Notes/Explanation Score Weighted Score VoIP Phones
System supports easy to use Voice over IP hardware telephones with full feature access, support/troubleshooting by the Solution Provider, Quality of Service - whether manufactured by the Manufacturer or Service Provider affiliate.
Not Required Comply Included at no extra cost in base package 100% 0 3rd Party SIP Telephones
System supports 3rd Party SIP telephones with similar feature functionality as is provided by using Manufacturer proprietary phones and signaling. Will support SIP phones from various providers, instead of just the ones they quote. Could be both hardphone or softphone.
Mandatory Comply Included at no extra cost in base package 100% 10 Softphone
Software that can be loaded on an employee's computer (PC and Mac) to allow them to receive calls as if they were using a traditional desk phone. Full or similar functionality as to what is available on a desk hardware phone. Computer multimedia speaker should be able to generate a ringing tone even if the user normally wears a headset, in case they have stepped away from the phone.
Mandatory Comply Included at no extra cost in base package 100% 10 Remote Softphone
Software that can be loaded on an employee's computer (PC and Mac) to allow them to receive calls as if they were in the office. When working remotely, should leverage the computer's VPN or secure connectivity to the office if centralized internet firewall required by Customer.
Mandatory Comply Included at no extra cost in base package 100% 10 Split tunnelling
Softphone application will connect directly to the internet if customer allows firewall split tunneling on the computer, and connect automatically to premise or cloud call servers.
Preferred Comply Included at no extra cost in base package 100% 8 Application based
Softphone
Solution has a full application 'fat client' based softphone and CC control. This is preferred for agent departments that have many web browsers open at any time and for whom a web client may be difficult to use.
Not Required Comply Included at no extra cost in base package 100% 0 Browser Based Softphone
Softphone full functionality can be accessed through a Web Browser application without installing additional software or add-ins. Supported on the Web Browsers specified in the RFP document.
Preferred Comply Included at no extra cost in base package 100% 8 WebRTC
Cloud provider will support WebRTC audio delivery for calls over a computer browser, which will work over Customer specified equipment without the installation of additional hardware or software.
Preferred Comply Included at no extra cost in base package 100% 8 Softphone over VDI
Softphone can be installed on centralized Virtual Desktop Infrastructure servers and extended to users for telephony connections. Customer specified architecture and solution must be formally supported by Vendor, and the Solution should be optimized to ensure adequate sound quality and performance.
Not Required Comply Included at no extra cost in base package 100% 0 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 5/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Softphone Client on
Smartphone
Softphone client that loads on standard smartphones or tablets (iOS, Android) with most or all of the features available on a hardphone or PC softphone.
Mandatory Comply Included at no extra cost in base package 100% 10 VoIP Occasional user
The ability to work from home with little or no notice (illness, care for child, disaster recovery) when there is no pre-configured application loaded on employee's PC and no installed supporting hardware. Might be accomplished through a Web Portal or Browser application that allows for call control, but call is extended through PSTN.
Not Required Comply Included at no extra cost in base package 100% 0 VPN Based VoIP hardware
telephone
Physical Voice over IP telephone that can be placed in a remote employee's home to receive calls as if they were in the office. Should create its own VPN encrypted connectivity to the Call Servers.
Not Required Do not Comply VPN is not required for service. 0% 0 VoIP software load
Phones and softphones should check for new version of software upon power-up, download/update firmware, load settings from config files, and enable features based on group settings (such as whether to load a background graphic, answer settings, etc.) without manual/individual intervention.
Not Required Comply Included at no extra cost in base package 100% 0 Traditional telephony features
System allows standard telephony features of Conference (adding 3 to 5 parties to the call without resorting to a conference bridge), Transfer (blind or consultative transfer a call to another internal or external number), Hold (pausing a call where the caller listens to music on hold), Mute (which mutes the system user whether they are on the handset, headset, or speakerphone), multiple lines, message waiting indicator, and Call Coverage Keys / Busy Lamp Fields (BLF) Preferred Comply Included at no extra cost in base package 100% 8 Ringing tones
Phone has multiple different ring tones or pitches so that you can tell when it is your phone that is ringing in a cubicle environment
Preferred Comply Included at no extra cost in base package 100% 8 Ring Cadence Phones should ring differently for internal versus external calls. Preferred Do not Comply Feature is required, please describe a workaround that would provide similar functionality
0% 0
Camp-on
If one extension tries calling another extension and the second extension is busy, this feature will notify the caller when the called extension becomes free.
Not Required Do not Comply Do not comply 0% 0
Forward Chaining
Calls that are forwarded to another station, which is then forwarded to voicemail should arrive at the originally dialed person's voicemail.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Custom forwarding timer Customize the number of rings before a call forwards to VM by extension, CoS, or department. Preferred Comply Included at no extra cost in base package 100% 8 Conference Calls Minimum of 5 party conference calls with up to 4 outside parties Preferred Comply Included at no extra cost in base package 100% 8 No MoH while
conferencing
Conference calls that are put on hold while adding parties should be able to speak with each other and not hear music on hold.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Missed Call log
Phone captures the Caller ID of calls that rang your phone but did not leave a message in your voicemail. 10 numbers minimum.
Mandatory Comply Included at no extra cost in base package 100% 10 Redial log
System should track multiple outbound calls and allow you to easily redial these numbers.
Minimum of 1 last number, 3-10 last numbers preferred.
Mandatory Comply Included at no extra cost in base package 100% 10 On phone directory Ability to look up internal extensions by name through the display of the telephone Mandatory Comply Included at no extra cost in base package 100% 10 Call Park and Pickup
Allows a called party to "park" a call at a given extension that can be retrieved by another person by entering that extension.
Mandatory Comply Included at no extra cost in base package 100% 10 Pick-up Groups
Ability to answer a call ringing on any of a group of phones by simply pressing a button. Minimum of 10 groups Mandatory.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Directed Call Pickup Answer calls to a ringing phone by entering a feature code and the extension number ringing Not Required Comply Included at no extra cost in base package 100% 0 Hunt Groups
Have a call ring through a number of phones either sequentially, or round robin. Call does not follow the phone's B/NA forwarding.
Mandatory Comply Included at no extra cost in base package 100% 10 Simultaneous Ring Groups
A call will ring multiple phones simultaneously. The first phone to answer the call will stop ringing at the rest of the phones.
Mandatory Comply Included at no extra cost in base package 100% 10 Call Coverage and Cover
Paths
Unanswered calls to an extension will divert to a cover path (multiple coverage points) according to various factors (time of day, preset schedules, etc.) Not Required Comply Included at no extra cost in base package 100% 0 Do Not Disturb
Immediately forwards any call that is ringing a phone and prevents future calls from ringing the phone. Calls follow busy or DND forwarding path.
Preferred Comply Included at no extra cost in base package 100% 8 Do Not Ring
Turns off the ringer on a phone, but still presents the call at the phone and allows the user (or an assistant) to pick up the call before it forwards to voicemail.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Caller ID Number and Name
System displays Caller ID Name as well as Caller ID number on all incoming calls (ANI/CLID/CNAM).
Mandatory Comply Included at no extra cost in base package 100% 10 Call Waiting with Caller ID
Ability to have a 2nd call to your phone ring on a second button and present the caller ID name and number information to the screen so you can decide whether to put the first call on hold and answer the second call.
Preferred Comply Included at no extra cost in base package 100% 8 Custom Outbound Caller
ID with Name
Send either the individual's DID number, the main number, no number (blocked) or another number as the outbound caller ID. Should be programmable by extension, not a system default.
Should also send asserted outbound CNAME 'Name' not just the CLID/ANI.
Mandatory Comply Included at no extra cost in base package 100% 10 Different Caller ID with
Name on inter-system
transferred calls
When normal PSTN outbound calls send the main number or department number, inter-system new calls, transfers, conference should send the individual's extension or DID number as the CLID number and Name to the other system in either direction especially between UC and CC, but also on any inter-system SIP trunks specified in the RFP.
Mandatory Comply Included at no extra cost in base package 100% 10 Caller ID number and
name passed on transfer
On blind transfers, or after releasing a screened transfer, the Caller ID number and name of the external party should be delivered to the receiving extension. Necessary to allow correct answering as well as screen pops.
Mandatory Partial Comply
Feature is required, please describe a workaround that would provide similar functionality
25% 2.5
Off premise forward
passes transferred party's
information
When a call is forwarded off premise, the caller ID number and name of the inbound caller (not the forwarded extension's information) should be passed to the external party.
Preferred Comply Included at no extra cost in base package 100% 8 Authenticated Caller ID
Solution and/or Carrier authenticates whether an incoming call's Caller ID appears to be real and valid, and notes calls that are likely spoofed or SPAM.
Preferred Comply Included at no extra cost in base package 100% 8
STIR/SHAKEN
Solution and/or Carrier supports STIR/SHAKEN standards to assert that Customer's calls are legitimate and not spoofed or robocalls.
Preferred Comply Included at no extra cost in base package 100% 8 Meet me conference - Audio
only
Provides callers with a DID number that rings into a conference circuit where each new call gets automatically added. This type of system does not allow for pass codes or reservations, so is typically not used for confidential meetings.
Not Required Comply Included at no extra cost in base package 100% 0 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 6/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Dial-in Conference bridge -
Audio only
Provides similar functionality to a Cloud conference service with the ability to schedule meetings, send invitations, restrict access by passcode, etc.
Not Required Comply Included at no extra cost in base package 100% 0 Operator position / Attendant
Queue
Calls should be presented to all available "Operators" simultaneously/sequentially and play apology messages for long waits. Basic reports should be available to show occupancy and call distribution.
Not Required Comply Included at no extra cost in base package 100% 0 Departmental Answering
Point
Single or multiple phones within a department should be configured to ring simultaneously or round-robin in order to cover calls to their department. Once answered, these phones should provide Busy Lamp Field Status for a number of people within the department through the telephone (before transfer) or from a PC based application.
Mandatory Comply Included at no extra cost in base package 100% 10 Busy Lamp Fields
(softphone)
Can see a monitored extension’s free/busy state without having to dial that extension or put a caller on hold.
Mandatory Comply Included at no extra cost in base package 100% 10 Bridged Line Appearance
Assistant has a button for each of the monitored phones' line buttons. A call exists on the same button on all bridged line appearances and can be answered, retrieved from hold, or bridged into by simply pressing that button. Typically, requires 1 button per monitored appearance of an extension.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Multiple Message Waiting
keys
System allows programming of more than 1 message waiting light so that user can have an appearance of their department's (or other) message waiting light, in addition to their own.
Not Required Do not Comply Do not comply 0% 0
Intercom (Boss/Assistant)
Pressing the button buzzes the other party with a special ring tone and the call will not follow coverage or forwarding.
Not Required Comply Included at no extra cost in base package 100% 0 Intercom Auto-Answer
When the Intercom feature is used the phone receiving the intercom can be programmed to automatically answer on speakerphone.
Not Required Comply Included at no extra cost in base package 100% 0 Priority ring
Allows a person to send a ringing tone or interrupt a call, even when the called phone is busy or in DND. Typically restricted by class of service.
Not Required Do not Comply Do not comply 0% 0
1 Step Transfer to Voice Mail
Ability to transfer a call directly to voicemail without ringing a user's telephone by pressing 1 or 2 buttons and the person's extension. Person transferring the call should not have to wait for prompts to play before completing the transfer.
Preferred Comply Included at no extra cost in base package 100% 8 EFI/RFI shielded telephones Phones will NOT make noise or static when a Radio or smartphone is placed next to it. Mandatory Comply Included at no extra cost in base package 100% 10 Paging through overhead
speakers
Certain locations and branches use overhead paging systems connected to a centralized amplifier, and connected to the current system through an FXS port on the phone system. The new Solution must have a way of interfacing with these systems.
Not Required Comply with 3rd
Party
Included at no extra cost in base package 75% 0
Paging through Telephones
Ability to page through the telephone's speaker instead of overhead paging systems. Create subgroups of extensions that can be paged.Somewhat Preferred
Comply Included at no extra cost in base package 100% 2 Paging for emergency
broadcast
Paging through the speakers can be programmed to override Do Not Disturb, turn up volume, and play when the phone is already in use.
Somewhat
Preferred
Partial Comply
Phone can be programmed to turn up
volume for paging and pages to be received
when on phone. DND can be disabled by
default, but not disabled for the page.
25% 0.5
Backspace while dialing from
hardware phone
Allows user to backspace to correct a phone number when they make a mistake in dialing a phone number or account number
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Telephone has amplified
headset jack
Supplied telephones have a built in amplifier that will accommodate existing wired headsets by purchasing a new quick disconnect cord that plugs into this separate headset jack.
Not Required Comply Included at no extra cost in base package 100% 0 Retain amplified headsets
Standard Headsets that have an amplifier connected inline between the telephone base and the handset should be able to be reused without purchasing additional equipment.
Not Required Comply Included at no extra cost in base package 100% 0 ADA Phone Compliance System supports ADA compliant phones and is otherwise compliant with ADA requirements Preferred Comply Included at no extra cost in base package 100% 8 TTY Support System supports TTY devices for the deaf/hard of hearing Not Required Comply with 3rd Party
Included at no extra cost in base package 75% 0
Features from analog phones
Analog phones connected to the telephone system have the ability to hold, transfer, and conference a call by dialing simple feature codes
Not Required Comply Included at no extra cost in base package 100% 0 Computer Telephone
Integration
CTI integration with API compliant 3rd party application, for screen pops and computer based dialing. System has a robust set of Application Programming Interface (API) features with well established documentation and support.
Not Required Comply Included at no extra cost in base package 100% 0 Custom Computer
Telephone Integration
Ability for customer/vendor provided middleware to provide a CTI integration into custom or inhouse built application or CRM through API, WebServices, DDE, or TAPI or typing emulation.
Not Required Comply Included at no extra cost in base package 100% 0 3rd Party Application Store
Vendor has a ecosystem of 3rd party providers that have pre-tested, authorized, and Vendor supported applications that are shrink-wrapped to work with Solution.
Preferred Comply Included at no extra cost in base package 100% 8 Click to Dial from Outlook
Ability to 'call' from Contacts or the GAL (Global Address List), where the call completes on the UC device.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Click to Dial from Browser
Ability to highlight a phone number on an internet browser and have the call dialed by the phone system. Used when browsing the internet as well as for web based CRM applications.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Click to Dial from
spreadsheet
Ability to select a cell in a spreadsheet containing a phone number and have the call dialed by the phone system if configured as CallTo: or Tel:
Not Required Do not Comply Do not comply 0% 0
Fax over IP
System supports T.37/T.38 standards to support high speed faxing. Fax machines connected to an analog port off the phone system will be able to transmit at 28,800-33,600 bit/s. Typically requires end to end T.38 and not just G711 cut-through.
Not Required Comply Included at no extra cost in base package 100% 0 Fax Mail
Allows users to receive faxes directly into voicemail / email inbox, has a print driver for outbound faxing, allows custom fax cover page creation from client Preferred Comply Included at no extra cost in base package 100% 8 On Demand UC Call
Recording
Non-Contact Center staff (CC requirement handled elsewhere) have the ability to record their conversation by pressing a button. System should provide option of playing a "recording" announcement or intermittent beeps to notify the recorded party. Will record inbound, outbound and internal/extension calls.
Preferred Comply Included at no extra cost in base package 100% 8 Record all calls for specified
UC (not CC) users
Non-Contact Center staff (CC requirement handled elsewhere) will have all of their inbound, internal/extension and outbound calls recorded. System should provide option of playing a "recording" announcement or intermittent beeps to notify the recorded party.
Preferred Comply Included at no extra cost in base package 100% 8 Voice Mail and Automated Attendant Requirement Compliance Notes/Explanation Score Weighted Score AA Holidays Database
Automated Attendant that can look up holidays in a customer provided database (or entered into the application a year in advance) and change system greetings and AA options based on that lookup automatically.
Mandatory Comply Included at no extra cost in base package 100% 10 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 7/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
AA Greeting Upload
System should allow the system administrator, or designated users, to upload .wav files to the voicemail in order to change greetings; in addition to recording greetings from designated stations.
Preferred Comply Included at no extra cost in base package 100% 8 AA Greeting TTS
Greetings and announcements can be typed into the admin portal and will then be read to callers by inherent Text To Speech engine that sounds like a real person.
Not Required Comply Included at no extra cost in base package 100% 0 Length/Number of messages
Allows for nearly: unlimited message length, unlimited number of messages to certain classes of service
Preferred Partial Comply
Mailboxes limted to 200 messages and auto
deleted in a FIFO (first in first out) format,
but with included Archiving tool, retention
is extended in either cloud or onsite
storage.
25% 2
No auto-deletion of messages
without warning
System should allow for a policy where it does not automatically delete a message based on retention time, mailbox storage or any other reason. User should always be warned about messages that are going to delete.
Preferred Partial Comply
Mailboxes limted to 200 messages and auto
deleted in a FIFO (first in first out) format,
but with included Archiving tool, retention
is extended in either cloud or onsite
storage.
25% 2
Vacation/Alternate greeting
Temporary greeting that can override the regular greeting. Activation does not erase regular greeting. De-activation does not erase temporary greeting.
Mandatory Comply Included at no extra cost in base package 100% 10 Extended Absence
greeting
Temporary greeting that can override the regular greeting. Does not allow caller to skip the greeting, so that they must hear that the user is out of the office.
Preferred Comply Included at no extra cost in base package 100% 8 State specific greetings
Callers hear a different greeting when they reach a person's voicemail based on the state of the phone (busy, no answer) or the type of caller (internal/external) Not Required Comply Included at no extra cost in base package 100% 0 Message Undelete Retrieve a message that was accidentally erased while still in the same VM session Preferred Do not Comply Can still be accessed from email system,
since we do not have syncronization 0% 0
Retrieve deleted message
Retrieve a message that was accidently deleted during the same VM session, or during a previous session (after you hang up), must be available for at least the remainder of the day.
Somewhat
Preferred
Do not Comply Do not comply 0% 0
Ease of Use
You should be able to play, delete, save and skip a message by pressing only 1 button while listening to the message.
Preferred Comply Included at no extra cost in base package 100% 8 Skip Message or Queue
Be able to access the saved message queue without listening to new messages; and be able to listen to the next message without saving/deleting the current message.
Preferred Comply Included at no extra cost in base package 100% 8 Dial ahead Ability to dial a voicemail option without having to wait for the prompt to finish Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Playback control,
Dictation support
You can pause, skip back, skip forward, go to beginning, slow down, speed up, increase or decrease volume by pressing a maximum of 1 or 2 buttons while listening to a message Preferred Partial Comply Skip forward is supported 25% 2 Forward/Reply a Message
quickly
User should be able to forward or reply to a message to multiple people via the telephone user interface without having to save or delete it first.
Preferred Comply Included at no extra cost in base package 100% 8 Voice mail privacy
Ability to mark a message as private and prevent recipient from forwarding it through the TUI or through Unified Messaging
Somewhat
Preferred
Do not Comply Do not comply 0% 0
Message Waiting Light
Phone has a Message Waiting light that is very visible, and not rely on some type of LCD text for MWI.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Unified Messaging
Receive voicemails as emails with .wav or mp3 attachment in Email Inbox. Playing or deleting messages from the phone or the email client marks the message as read or deleted in both locations. Messages listened to from the email turn off the Message Waiting Light on phones.
Mandatory Partial Comply
Email notifications can include .wav and
transcription of the message and can be
marked as read after delievery so that
Phone MWI and Application will reflect as
read, but it is not syncronized with being
read in email.
25% 2.5
Email notification with no
VM attachment
Voicemail sends an email when you have a voicemail, but the voicemail itself is not attached Not Required Comply Included at no extra cost in base package 100% 0 No Unified Messaging
features
Voicemail does not create a searchable record, and does not attach voicemails to email systems, nor does it transcribe voicemails. Additionally, voicemail messages can only be exported from the system by an administrator.
Not Required Comply Included at no extra cost in base package 100% 0 Synchronized Unified
Messaging
Voicemail messages remain on the voicemail server, however there is a "placeholder" or copy of the message placed in Exchange that allows for 2 way synchronization between the systems and a single email inbox. Often accomplished through EWS, ActiveSync, or MAPI.
Preferred Partial Comply
Email notifications can include .wav and
transcription of the message and can be
marked as read after delievery so that
Phone MWI and Application will reflect as
read, but it is not syncronized with being
read in email.
25% 2
Integrated IMAP
Messaging
Voicemail messages are stored on the voicemail server and are integrated into Exchange or Outlook in a separate IMAP inbox Playing and deleting messages from the phone or the desktop client marks the message as read or deleted in both locations. Typically, this does not allow for Smartphone viewing of messages.
Not Required Do not Comply Do not comply 0% 0
Exchange Server
Integration
Voicemail system supports Unified Messaging as defined above with the Exchange version noted in the RFP.
Not Required Do not Comply Do not comply 0% 0
Exchange Online O365
integration
Voicemail system supports Unified Messaging as defined above with Exchange Online on Microsoft Office 365
Mandatory Partial Comply
Email notifications can include .wav and
transcription of the message and can be
marked as read after delievery so that
Phone MWI and Application will reflect as
read, but it is not syncronized with being
read in email.
25% 2.5
Gmail Integration
Phone system and voicemail must integrate with Gmail natively or through Vendor supplied 3rd party connector and pass unified messaging features described above to Gmail.
Not Required Comply Included at no extra cost in base package 100% 0 VM playback and deletion
from Softphone
Voicemail messages synchronize to the user's Softphone on any of their devices (Computer, Web Client, Smartphone, etc.) Users can listen to messages over the Softphone. If user deletes the message on the Softphone the message is also deleted in the VM application, and email inbox.
Preferred Comply Included at no extra cost in base package 100% 8 Secure Desktop
Messaging
Voicemail messages are stored on the voicemail server and are viewable in the desktop email client. However, the actual voicemail attachment is not transferred to Exchange or Outlook and streams to the desktop directly, thereby not creating a copy of the message that might create issues for E-Discovery.
Not Required Comply Included at no extra cost in base package 100% 0 Attach voicemail to email
Forward voicemails to people outside of the system through email. Voicemail is converted to a .wav or mp3 file.
Preferred Comply Included at no extra cost in base package 100% 8 Personal folders Ability to archive and save voice messages to personal folders in Outlook through drag and drop. Preferred Partial Comply Email notifications can include .wav and
transcription of the message. Emails
notification is then managed by email
system.
25% 2
Telephone playback
Ability to use your telephone as the playback medium instead of through a multimedia computer with Unified Messaging.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 8/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Voicemail transcription
UM system performs speech recognition on a voicemail to a high degree of accuracy and includes the transcript in the email message it sends into the email inbox for UM.
Preferred Comply Included at no extra cost in base package 100% 8 System Distribution List
Ability to send a mass voicemail to all (or groups of) mailboxes on the system, by sending the message to a single distribution extension
Somewhat
Preferred
Do not Comply Do not comply 0% 0
Internal Directory
Certain users do not appear in the external facing company directory and dial by name, however they do appear in the internal facing VM directory for Internal users to dial by name to forward, reply or create a new message.
Preferred Comply Included at no extra cost in base package 100% 8 Callout notification
Voicemail notifies you when you have a message (via trigger call, text, email, etc.) and allows you to log on and retrieve message
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Group / Department
Voicemail
Message can be left on a voicemail that a number of employees can access; group members are notified of messages via email or message waiting light. When the message is listened to, it extinguishes the MWI for all users.
Mandatory Comply Included at no extra cost in base package 100% 10 Announcement mailboxes Mailbox that plays an announcement or greeting but does not take messages. Preferred Comply Included at no extra cost in base package 100% 8 Extension-less voicemail box
Voicemail mailbox for agents (and other users) that do not have a dialable DID or extension number; voicemail is simply an extension number off the main menu where messages may be left.
Preferred Comply Included at no extra cost in base package 100% 8 0 out
Voicemail boxes should allow a caller to press 0 to reach an alternate answer point such as an operator, a department answering point, another extension, or an automated attendant.
Mandatory Comply Included at no extra cost in base package 100% 10 Personal/Department 0 out
0 out point above should be able to be defined with different destinations per individual user, or by department.
Mandatory Comply Included at no extra cost in base package 100% 10 Personal Auto Attendant
Personal voicemail greeting/mailbox allows callers to press digits for transfers to other departments. For example, press 0 for the operator, 1 for my assistant, 2 for the call center, etc.
Somewhat
Preferred
Partial Comply
Users can be defined as their own site and
have this functionality 25% 0.5
Turn off Message Envelope
System should be able to turn on or off the automatic time/date/caller ID stamp that accompanies every message. User should have the ability to manually access message envelope (time, date, and caller ID) when necessary. Feature should be deployed by user or Class of Service.
Somewhat
Preferred
Do not Comply Do not comply 0% 0
VM portal or application
Users can manage their voicemails and options through an Exchange/Outlook plug-in, or through a web portal.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 VM Reporting Ability to report on mailbox and port usage, utilization, inactivity and menu selection choices Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 UCCC - Unified Communications, Collaboration and Conferencing Requirement Compliance Notes/Explanation Score Weighted Score Unified Communication
Client Application
Telephone system has its own UC client where users can view the "presence" state of other users across various access methods (calendar status, phone state, IM state). Client should allow users to click icons to initiate a phone call, IM or email. System should allow the creation of buddy lists or workgroups.
Preferred Comply Included at no extra cost in base package 100% 8 Retain existing UC
platform
Since Client will retain the existing Unified Communication, Collaboration, Conferencing platform for instant messaging, presence, chat, etc. vendor should be able to turn off the Instant Messaging/Chat/Collaboration features in their platform so there are no compliance issues or confusion for employees.
Preferred Comply Included at no extra cost in base package 100% 8 Teams Integration,
Synchronization
Ability for Telephone System to federate with Microsoft O365 Teams to allow for full presence propagation. Phone status (busy, on hook, forwarded) should be shown in the Teams window.
For instance, you can see that someone on your buddy list is on the phone, and you can choose to send them an IM instead.
Preferred Comply Included at no extra cost in base package 100% 8 Teams add-in
Phone system adds a tab or shim into Microsoft Teams that allows phone calls to be dialed or answered through the Teams windows without having to open an additional software/web interface.
Preferred Partial Comply
RingCentral Embedded App allows for
making calls, listening to VM and recordings
as well as the ability to send and receive
SMS/MMS text messages and faxes. The
registered endpoint for calling is the
RingCentral Desktop Plugin
25% 2
Zoom Integration
Ability for Telephone System to federate with Zoom software and "Zoom rooms" for conferencing, collaboration, presence, etc. Phone status (busy, on hook, forwarded) should be shown in the window. For instance, you can see that someone on your buddy list is on the phone, and you can choose to send them an IM instead.
Not Required Do not Comply Do not comply 0% 0
Presence Status Allows manual change/update of a user's presence and posting Out of Office messages Preferred Comply Included at no extra cost in base package 100% 8 Multimedia Collaboration
Suite
Allows user to add Collaboration choices into a voice call. Call is started as a phone call, then video is added, screen sharing provided, shared applications opened, whiteboard accessed.
Similar to Web Conferencing, but ad hoc.
Not Required Comply Included at no extra cost in base package 100% 0 Mobile Collaboration
Application supports IM and collaboration with mobile devices such as iOS & Android, Chromebooks, web-based (Chrome) via web portals or device apps Not Required Comply Included at no extra cost in base package 100% 0 Videoconferencing
Phone system's UC client allows a user to click a button to initiate a desktop to desktop videoconference to any internal user that has a camera.
Not Required Comply Included at no extra cost in base package 100% 0 Standards based
desktop
videoconference
UC desktop videoconference uses an industry standard (SIP, H.263, H.264, etc.) to allow desktop to desktop videoconference with others outside of the company Not Required Comply Included at no extra cost in base package 100% 0 Texting
Users have the ability to send and receive SMS text messages from their DID number through the installed UC solution
Option Comply Included at no extra cost in base package 100% 6 Web Conferencing
Solution allows for users inside and outside of the system to connect to the UC system for an experience similar to Zoom, Teams, WebEx or GoToMeeting, with PSTN or VoIP audio, screen sharing, video conferencing, IM/Chat, etc.
Not Required Comply Included at no extra cost in base package 100% 0 Email notification to
conference participants
Conference bridge integrates with Customer's email clients to allow for reservations, and meeting invitation to outside users.
Not Required Comply Included at no extra cost in base package 100% 0 Multiparty desktop
videoconference
Phone system's UC client allows multiple users to engage in a "split screen" desktop videoconference
Not Required Comply Included at no extra cost in base package 100% 0 Hi-Def video
High Definition videoconference solution that efficiently compresses video streams of over 1080p.
Not Required Comply Included at no extra cost in base package 100% 0 Videoconferencing rooms
UC videoconferencing solution allows for Codec conversion to allow for desktop to room-based videoconference systems currently deployed by Customer.
Not Required Do not Comply Do not comply 0% 0
Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 9/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Video MCU
UC system provides a Multiparty Conference bridge Unit that allows multiple streams to engage in a split-screen or full-screen video conference from different solution providers or platforms.
MCU should provide for full Codec conversion between legacy room-based video, desktop video, and HD video.
Not Required Do not Comply Do not comply 0% 0
Mobility
System should provide functionality that allows user to extend calls to their extension to reach them on multiple alternate devices (cell phone, others).
Mandatory Comply Included at no extra cost in base package 100% 10 Extend to Cell Phone
Calls ring to desk phone and cell phone simultaneously, if answered on the cell phone, you can move the call to your desk phone by simply pressing a button on your desk phone, and vice versa Preferred Comply Included at no extra cost in base package 100% 8 Press 1 to reach my cell
phone:
In your voicemail you are able to have a caller press a button to reach your cell phone, or 0 for the operator, passes the caller ID of the outside party to the called party and if call is unanswered on your cell phone, the call is pulled back into your coverage path (route to another extension, ring several phones, transfer to voicemail, etc.)
Somewhat
Preferred
Partial Comply
Ringing Mobile App or external phone
number can be automated and customized,
but the Caller is not prompted.
25% 0.5
Find me, Follow me
Users have the ability to program the system with a set of rules by day of week, time of day or mode. System will attempt to locate them at different phone numbers and pull the call back to voicemail if unanswered.
Not Required Comply Included at no extra cost in base package 100% 0 Caller ID pass-through
If a call is extended to an outside number by the mobility features above, system should pass through the Caller ID of the caller instead of the caller ID of the phone system.
Preferred Comply Included at no extra cost in base package 100% 8 Hot-Desking / Hoteling
Ability to use someone else's phone or a guest phone and enter a code to convert that phone to be your extension. It then becomes your phone for calls, button layout, message waiting lights, and Busy Lamp Field status at operator. Calls to the phone that you took over would simply forward to VM without ringing the phone.
Mandatory Comply Included at no extra cost in base package 100% 10 Hot-Desking reversion
After a user logs out of a hot-desking session the "temporarily used" phone reverts to the original extension programmed for that phone.
Preferred Comply Included at no extra cost in base package 100% 8 Wi-Fi cordless phones
System supports wireless 802.11 telephones that can move between access points and allow roaming within the building
Not Required Option
Supported phones not quoted due to "Not
Required" designation. 25% 0
Contact Center (CC or ACD) Requirement Compliance Notes/Explanation Score Weighted Score Basic ACD features
Platform should support basic call routing without requiring an agent license based on longest idle user or other criteria, hunt groups, ring groups and other call treatment that can be configured by the client and modified/maintained without recourse to the vendor.
Mandatory Comply Included at no extra cost in base package 100% 10 Installation/Administration/Support Requirement Compliance Notes/Explanation Score Weighted Score Network assessment
Vendor will perform Network Assessment of Customer network and use cases to ensure that network performance will be adequate to guarantee SLA performance and good audio quality calls. Per the specifications in the RFP.
Mandatory Comply Included at no extra cost in base package 100% 10 Network
recommendations
Vendor to make specific recommendation (including configs or scripts) for network bandwidth, provide Quality of Service recommendations and best practices that will be required for the Contact Center and UC platforms based on the architecture provided.
Preferred Comply Included at no extra cost in base package 100% 8 Network changes
Vendor will directly program network switches/routers/firewalls under Customer supervision if LAN/WAN config changes are required to meet Solution specifications.
Not Required Do not Comply
RingCentral will not interface directly with
customer network infrastructure 0% 0
Network Troubleshooting
Vendor will assist in troubleshooting voice quality issues regardless of where the problem lies - with Vendor taking lead on issues in their network, and Customer taking lead on LAN/WAN.
Mandatory Comply Included at no extra cost in base package 100% 10 Installation Vendor is responsible for turnkey installation and programming of the solution. Mandatory Comply Included at no extra cost in base package 100% 10 Integration/Migration with
current platform
The new solution must integrate with the current platform so that calls can be transferred and forwarded seamlessly between the platforms during an extended deployment window where both systems are in production.
Somewhat
Preferred
Option Provide total installed cost of option 25% 0.5
Seamless connectivity
between existing and new
platforms
Ability to have either the new or old system sit in front of the other system as the primary landing spot for DID/DNIS/TF calls and then pass the call to the other system transparently with ALL call identification information preserved between platforms. Typically configured with SIP trunks and customized SIP headers. Custom SIP headers used to pass account number information, authentication, etc.
Somewhat
Preferred
Option Provide total installed cost of option 25% 0.5
Phased Deployment
Solution will be implemented over an extended time period where users and locations will be migrated to the new platform over months or years, and usage will ramp up to the contract value without penalty.
Not Required Comply Included at no extra cost in base package 100% 0 Pre-Sales Proof of
Concept
Vendor will provide software, hardware, licenses prior to award of the contract in order for Client to fully test the system - per specs in the RFP.
Not Required Comply Included at no extra cost in base package 100% 0 Pre-Production Proof of
Concept/Pilot Trial
Vendor will full deploy all features, functionality, use cases to a limited set of users and locations of Client choice to validate full compliance with requirements.
Preferred Comply Included at no extra cost in base package 100% 8 Vendor conducts
department interviews
Vendor will independently meet with Client departments without IT present, document findings, and create all required cutsheets and databases.
Not Required Comply Included at no extra cost in base package 100% 0 Vendor UT and SIT testing
Vendor must complete Unit Testing (UT) and System Integration Testing (SIT) prior to handing the Solution to Client for UAT, and the testing must be at least as comprehensive as UAT.
Mandatory Comply Included at no extra cost in base package 100% 10 UAT
Vendor will support Client User Acceptance Testing (UAT) including providing testing scripts, training the testers, and participating in trouble remediation.
Mandatory Comply Included at no extra cost in base package 100% 10 Training
Ensure that all users are trained on new system to ensure that users can take advantage of investment and get the most out of platform
Mandatory Comply Included at no extra cost in base package 100% 10 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 10/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Train the Trainer
Vendor will provide training, support, custom quick reference guides and documentation to Customer training and support leads. Customer will provide training to end users.
Mandatory Comply
Training to be handled by
RingCentral Certified Delivery
Partner doing installation and part
of their SOW
100% 10
Train the User
Vendor is responsible to provide direct to user training classes as defined in the RFP document.
Customized quick reference guides and leave-behinds provided.
Option Comply
Training to be handled by
RingCentral Certified Delivery
Partner doing installation and part
of their SOW
100% 6
Training Documentation
Provide the Customer internal training team with all documentation and training material (including electronic / softcopies) for future new hires to become self-sufficient. Vendor will provide videos and access to Computer Based Training (CBT) where available.
Mandatory Comply Included at no extra cost in base package 100% 10 Training FAQ Vendor to participate in seeding/answering FAQ and Wiki's for how to use the new system Preferred Comply Included at no extra cost in base package 100% 8 Training Practice
Allow staff to become accustomed to the new system while not being in the Live environment where actual calls could be delivered
Preferred Comply Included at no extra cost in base package 100% 8 CC Training Practice Ability to initiate role-playing training exercises for all channels (phone, email, chat) Not Required Option Provide total installed cost of option 25% 0 System Admin Training
Over the shoulder training, as-built documentation, full system orientation by lead engineer to Client engineers that will Administer the system.
Mandatory Comply Included at no extra cost in base package 100% 10 System Admin
Certification courses
Included formal Manufacturer/Service Provider classes that will provide certification to Client System Administrators.
Not Required Comply Included at no extra cost in base package 100% 0 Help Desk /
Troubleshooting Training
Vendor to provide basic system admin training to Help Desk and Service Desk employees that will be responsible for Moves/Adds/Changes and Tier 1 troubleshooting.
Mandatory Comply
Training to be handled by
RingCentral Certified Delivery
Partner doing installation and part
of their SOW
100% 10
Cutover
Vendor will lead, coordinate, and participate in cutover to the new Solution outside of Client business hours, and providing dedicated continuous support until all P1/P2 punchlist items are resolved.
Mandatory Comply Included at no extra cost in base package 100% 10 Onsite
Vendor will provide onsite technical, project management, and support staff at Client HQ and key/large sites.
Not Required Option Provide total installed cost of option 25% 0 Remote
Vendor will support the cutover remotely over a conference bridge with Client providing onsite support.
Preferred Comply Included at no extra cost in base package 100% 8 System Administration System should be easy enough to program that a formal certification class is not Mandatory Mandatory Comply Included at no extra cost in base package 100% 10 Active Directory
Integration
Integration to Active Directory/ADFS/Azure in Office 365 with role-based access/automated provisioning to reduce time and workload to provision new users, automated removal or archiving when employee leaves. Automate changes for name change, department change Preferred Comply Included at no extra cost in base package 100% 8 Manual AD Synch
Phone system and voicemail do not automatically retrieve updates from AD, however administrator can perform a manual update from AD for changed and new users.
Not Required Do not Comply Do not comply 0% 0
Simplified provisioning
"Single pane of glass" administration without having to manually touch multiple systems and integrate with HR system for new hires, terminations or changes Preferred Comply Included at no extra cost in base package 100% 8 Custom Scripting
Solution provides ability to develop and run scripts that automate addition of new hires, apply feature templates, configure contact center agents or managers, remove users from all systems upon termination, etc.
Not Required Partial Comply Through use of APIs 25% 0
Hierarchal Admin
privileges
Role Based Administration with hierarchal administration privileges, and cascading groups. For example, the system admin for one group can not make changes to another BU; or CC manager can make changes to their agents and flows but not another. Service/Help Desk should have access to only the areas that are relevant to them.
Preferred Comply Included at no extra cost in base package 100% 8 MACs
Easy to maintain system to simplify Moves and Changes (MAC) and reduce time and workload of IT staff to enact changes to sub-systems
Mandatory Comply Included at no extra cost in base package 100% 10 Change Logging
System should log all programming changes made through the admin portal, the user that made the change, and the old and new values, or have the capability to send this data to Syslog or logSIEM.
Preferred Comply Included at no extra cost in base package 100% 8 User Portal End users are able to make some system changes themselves through a self-service portal. Preferred Comply Included at no extra cost in base package 100% 8 Scheduled MACD Schedule batch changes for after business hours, provide report of success of the changes. Not Required Comply Included at no extra cost in base package 100% 0 Templates
Use user templates for the creation of new users, or have the ability to duplicate one user's profile to facilitate creating another user.
Preferred Comply Included at no extra cost in base package 100% 8 MAC automation Integrate with ServiceNow to automate MACDs based on ServiceNow tickets Not Required Do not Comply Do not comply 0% 0 Retain terminated
employees data
Does not to purge terminated employees from systems for 12 months, but does not have them consume a license.
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 CC Business Unit Self
Administration
Supervisors can add and remove agents from all sub-systems (CC, Recording, Reporting, WFM, QA, etc.) for their own groups
Not Required Comply Included at no extra cost in base package 100% 0 Call Flows Self
Administration
Easy to manage admin portal so that the business/contact center managers can manage and make changes, document changes, and program call flows without having to rely on IT or system administrators.
Mandatory Comply Included at no extra cost in base package 100% 10 Agents, Skills, Groups Self
Admin
Allow supervisors and managers to add/delete skills, assign skills to agents, change priorities of skills, change agent proficiencies on skills, program Aux/ After Work/Wrap up Reason codes without having to involve IT
Preferred Comply Included at no extra cost in base package 100% 8 Self-Maintain
IT should be able to maintain the system themselves with several spare telephones and a minimal crash kit without having to buy annual maintenance contracts.
Not Required Comply Included at no extra cost in base package 100% 0 Traffic Reports
System should provide traffic reports for the main number, the operator position and trunk groups to allow analysis of traffic to determine if more/less resources are required. An all lines busy report, peak busy hour report, and utilization/traffic report by hour/day should also be provided.
Preferred Comply Included at no extra cost in base package 100% 8 Time/Date System automatically adjusts for daylight savings time and leap years Mandatory Comply Included at no extra cost in base package 100% 10 Minimum Warranty,
Maintenance, Support
All hardware, software, and installation labor provided by the vendor or manufacturer should be covered by a minimum of a 1 year parts and labor replacement warranty/maintneance/support at the "turnkey price" provided by vendor. Labor should be re-performed for any defect, and bug fixes should be included for all software including cloud based applications.
Mandatory Comply Included at no extra cost in base package 100% 10 Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 11/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
24 x 7 x 4 Coverage
Trouble tickets can be opened, and service provider will work, 24 hours a day, 7 days a week.
Response time for onsite repair with replacement hardware is 4 hours.
Mandatory Comply Included at no extra cost in base package 100% 10 8 x 5 x NBD Coverage
Trouble tickets can be opened, and service provider will work, 8 hours a day, 5 days a week.
Response time for onsite repair with replacement hardware is Next Business Day.
Not Required Comply Included at no extra cost in base package 100% 0 Remote Monitoring and
polling
Vendor or manufacturer monitors the system and provides pre-emptive problem resolution and escalation.
Not Required Comply Included at no extra cost in base package 100% 0 Managed Services
Provider
Vendor or Service Provider will provide the majority of break/fix repairs, MAC (Moves, adds and changes), and escalations to the Manufacturer. MSP will also automatically monitor all system components for potential faults and outages and proactively resolve any issues.
Preferred Comply Included at no extra cost in base package 100% 8 Alarm Notification
System is able to send emails, dial pagers, make phone calls or send text messages on major alarms
Preferred Comply Included at no extra cost in base package 100% 8 Technical Support During
BC/DR testing
Vendor must provide technical support during all planned Customer Business Continuity / Disaster Recovery testing (most likely done outside regular business hours).
Somewhat
Preferred
Comply Included at no extra cost in base package 100% 2 Alarm Integration with
Network Monitoring
System is able to set SNMP traps on a major alarm, as well as responding to SNMP polling from a Network monitoring software (such as Solar Winds)
Not Required Do not Comply Do not comply 0% 0
Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 12/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
Schedule C Features and Functionality Requirements
Click here to see Explanation of Compliance Requirements: Click here to see Compliance Definitions and Instructions:
Feature Name Description Requirement Compliance Notes/Explanation Score Weighted Score
Score 1315
Maximum Score Possible 1426
Compliance 92.22%
* Comply - Feature/Functionality is included in the proposed solution at no additional cost. * Comply with 3rd Party - Feature/Functionality is not available in the base platform, but is fulfilled by including a 3rd party solution in the proposed price. * Option - Feature/Functionality is available at additional cost, and is not included in the base price for the proposed solution. Pricing and explanation is summarized in the Notes column and then priced in the Options section of Schedule A. * Partial Comply - Feature/Functionality is included in the base pricing provided, and generally (though not exactly) provides the functionality requested.
Explanation of deviance from requested description is provided in the Notes column. * Do Not Comply - Feature/Functionality is not available in the proposed solution, even as an option.
Instructions:
Schedule C Features and Functionality Requirements lists desired features and functionality (in addition to the RFP document) of the new system.
Explanation of Compliance Requirements:
• “Mandatory” – Vendor must provide this feature and include it in its base pricing to be compliant, Vendors that cannot meet this requirement may be eliminated;
• “Preferred” - highly desired and should be included in Vendor’s base pricing, but a Vendor will not be automatically disqualified for non-compliance if they cannot meet this feature requirement;
• “Option” – highly desired, but we are not sure what the feature will cost or whether it is within budget - should be priced as an option if it is an Option item;
• “Somewhat Preferred” - desired but unlikely to be purchased if it is an extra cost item, we like this functionality and see a long-term benefit, however cost and other considerations may prevent us from implementing at this time. A vendor's inability to deliver this functionality would have only a small impact to their score; or
• “Not Required” - feature is not desired. Vendor may or may not be asked about their compliance, but their response will have no effect on their score.
Compliance Definitions:
Copyright © 8/29/2025 Com-Strat, LLC. All Rights Reserved. 13/13 RingCentral_Response_to_City_of_LaMesa_Schedules_A-C (2).xlsx - Schedule C ©
EXHIBIT A
REPORT to the MAYOR and MEMBERS of the CITY COUNCIL
From the CITY MANAGER
DATE: October 14, 2025
SUBJECT: RATIFICATION OF DESIGN REVIEW BOARD
APPROVAL OF AN EXTERIOR FAÇADE RENOVATION
OF A COMMERCIAL BUILDING LOCATED AT 8250 LA
MESA BOULEVARD (GOODWILL INDUSTRIES)
DESCRIPTION: RATIFICATION OF DESIGN REVIEW BOARD
APPROVAL OF AN EXTERIOR FAÇADE RENOVATION
OF A COMMERCIAL BUILDING LOCATED AT 8250 LA
MESA BOULEVARD IN THE CD-D (DOWNTOWN
COMMERCIAL/URBAN DESIGN OVERLAY) ZONE;
(APNS 494-402-07-00 AND 494-402-08-00) PROJECT
2025-1013
ISSUING DEPARTMENT: Community Development
SUMMARY:
Issues:
Should the City Council ratify the Design Review Board’s determination that the proposed project as designed meets the intent of the Urban Design Program policies and the Downtown Village Specific Plan?
Recommendation:
Staff recommends that the City Council adopt the Resolution ratifying the Design Review Board’s approval of Project 2025-1013 (Attachment A) Fiscal Impact:
There is no impact to the General Fund related to this project. The City’s policy is to recover 100% of the cost of staff time through application processing fees.
Report to Mayor and Councilmembers
Date: October 15, 2025
Page: 2 of 5
BACKGROUND:
The applicant and property owner, Goodwill Industries, is requesting to renovate the exterior of an existing two-story, 16,006 square foot commercial building located at 8250 La Mesa Boulevard. The proposed project is a recipient of the La Mesa Façade and Property Improvement Grant Program, which provides financial assistance to local businesses for exterior and site enhancements. The program is intended to enhance the appearance of business-use properties, improve overall economic vitality and visual character of the City.
The proposed project’s 0.23-acre project site is comprised of two legal lots located at the northeast corner of La Mesa Boulevard and Spring Street, with alley access along the northern boundary, as seen in the Vicinity Map. The property is located within the CD-D (Downtown Commercial/Urban Design Overlay) zone and is within the Downtown Village Specific Plan (DVSP) area, as seen in the Zoning Map.
While the existing building was constructed in 1954 with the façade last renovated in 1978, which features a distinctive architectural style and prominent clock tower, the property is not listed on the City’s Historic Inventory nor designated as a Historic Landmark. The proposed improvements include removing the existing roof projections and window treatments, replacing the covered walkway along La Mesa Boulevard with a more modern design, adding architectural detailing such as columns and roof cornices, and modernizing the building facades through updated colors and materials. Any