La Mesa City Council
October 14, 2025

LA MESA CITY COUNCIL, LA MESA PUBLIC FINANCING AUTHORITY, AND CITY

OF LA MESA SUCCESSOR AGENCY
AGENDA

A Regular Meeting of the City Council, a Special Meeting of the La Mesa Public Financing Authority, and a Special Meeting of the City of La Mesa Successor Agency

Date: Tuesday, October 14, 2025, 6:00 p.m.

Location: City Council Chambers, 8130 Allison Avenue
La Mesa, California
Elected
Officials:

Mayor Mark Arapostathis
Vice Mayor Lauren Cazares
Councilmember Patricia N. Dillard
Councilmember Laura Lothian
Councilmember Genevieve Suzuki
City Treasurer Matthew Strabone
Staff: City Manager Greg Humora
City Attorney Glenn Sabine
City Clerk Megan Wiegelman
The City Council meeting may be viewed in-person or live on Cox Cable Channel 24 (within La Mesa City limits), AT&T U-Verse Channel 99 (in the San Diego Region), the City’s website (www.cityoflamesa.gov), the City's YouTube channel (www.youtube.com/cityoflamesa) or using the following Zoom Webinar options:

The public may view the meeting live using the following remote options:

Teleconference Meeting Webinar
https://us06web.zoom.us/j/84472650722
Telephone (Audio only)
(669) 900-6833 or (253) 215-8782 Webinar ID: 844 7265 0722 Copy and paste the webinar link into your internet browser if the webinar link does not work directly from the agenda.

PUBLIC COMMENTS
In-Person comments during the meeting: Join us for the City Council meeting at the time and location specified on this agenda to make your comments. Please complete a “Request to Speak” card and submit it to the Council Hostess. When the Mayor calls your name, step to the podium and state your name for the record. Comments will be limited to three (3) minutes.
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Locate the meeting in "upcoming meetings" and click the comment bubble icon. Click on the item you wish to comment on. eComments can be submitted when the agenda is published and until 24 hours prior to the meeting. eComments are limited to 3700 characters (approximately 500 words). eComments may be viewed by the City Council and members of the public following the close of the eComment submission period (24 hours prior to the meeting). Email your comment to [email protected] if you have difficulty submitting an eComment. eComments will not be read aloud as a regular meeting item; however, any member of the Council or member of the public may do so during their respective comment time.
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PLEASE NOTE: Public Comment will be limited to 3 minutes per item. The timer begins when the participant begins speaking. Time cannot be combined or yielded to another speaker. *Live Remote Public Comment ONLY permitted during Councilmember teleconferencing pursuant to California Government Code Section 54953 (AB 2449).
*Zoom Audio Comments: To provide oral public comments during the meeting, join the Zoom meeting by computer, mobile phone, or dial in number. On Zoom video conference by computer or mobile phone, use the “Raise Hand” feature. This will notify the moderator that you wish to speak during a specific item on the agenda or during non-agenda Public Comment. Members of the public will not be shown on video but will be able to speak when called upon. If joining the meeting using the Zoom dial-in number, you may raise your hand by pressing *9. Comments will be limited to three (3) minutes. No further comments will be entertained after the Mayor closes public comment. •
Citizens who wish to make an audio/visual presentation pertaining to an item on the agenda, or during Public Comments, should contact the City Clerk’s office at 619.667.1120, no later than 12:00 p.m., the Monday prior to the meeting day. Advance notification will ensure compatibility with City equipment and allow Council meeting presentations to progress smoothly and in a consistent and equitable manner. Please note that all presentations/digital materials are considered part of the maximum time limit provided to speakers.

Agenda reports for items on this agenda are available for public review at the City Clerk's Office, 8130 Allison Avenue, during normal business hours.

Materials related to an item on this agenda submitted to the Council after distribution of the agenda packet are available for public inspection in the City Clerk’s Office, 8130 Allison Avenue, during normal business hours.

ACCESSIBILITY: The City of La Mesa encourages the participation of disabled individuals in the services, activities and programs provided by the City. Individuals with disabilities, who require reasonable accommodation in order to participate in the City Council meetings, should contact the Human Resources Department 48 business hours prior to the meeting at 619.667.1175, fax 619.667.1163, or [email protected].

Hearing assisted devices are available for the hearing impaired. A City staff member is available to provide these devices upon entry to City Council meetings, commission meetings or public hearings held in the City Council Chambers. A photo ID or signature will be required to secure a device for the meeting.

Pages

1. CALL TO ORDER

1.1 INVOCATION - MAYOR ARAPOSTATHIS

1.2 PLEDGE OF ALLEGIANCE

2. CITY MANAGER COMMENTS

3. COMMUNITY BULLETIN REPORTS

4. ADDITIONS AND/OR DELETIONS TO THE AGENDA

5. PRESENTATIONS

5.1 PROCLAMATION CELEBRATING THE 100TH ANNIVERSARY OF THE LA MESA ROTARY CLUB AND PROCLAIMING OCTOBER 14, 2025,

AS LA MESA ROTARY DAY

5.2 PROCLAMATION CELEBRATING THE 15TH ANNIVERSARY OF

SCISTERS SALON & APOTHECARY AND THEIR GREEN RIBBON

AWARD FROM THE CITY

6. PUBLIC COMMENTS – (TOTAL TIME – 15 MINUTES)
NOTE: In accordance with state law, an item not scheduled on the agenda may be brought forward by the general public for comment; however, the City Council will not be able to discuss or take any action on the item at this meeting.

If appropriate, the item will be referred to Staff or placed on a future agenda.

7. CONFLICT DISCLOSURES

8. PUBLIC COMMENTS ON CONSENT CALENDAR
This is the time in which members of the Council or audience may pull items from the CONSENT CALENDAR for discussion. Public Comments are also invited on Consent Calendar items.

9. CONSENT CALENDAR
(Items 9.1 through 9.5)
The Consent Calendar includes items considered to be routine. Unless discussion is requested by members of the Council or audience, all Consent Calendar items may be approved by one motion.

Recommended Motion:

Approve Consent Calendar Items 9.1 through 9.5.

9.1 APPROVAL OF MOTION TO WAIVE THE READING OF THE TEXT OF

ALL ORDINANCES AND RESOLUTIONS AT THIS MEETING
Recommended Motion:

Approve.

9.2 APPROVAL OF THE MINUTES FOR THE CITY COUNCIL REGULAR MEETING HELD TUESDAY, SEPTEMBER 23, 2025
1 Recommended Motion:

Approve.

9.3 RESOLUTION AUTHORIZING AN AGREEMENT WITH ICS -
INTELESYS, INC. FOR THE INSTALLATION AND IMPLEMENTATION

OF A NEW CITYWIDE PHONE SYSTEM USING THE RINGCENTRAL

PLATFORM
11 Staff Reference: Mr. Munzenmaier
Recommended Motion:

Adopt Resolution.

9.4 RATIFICATION OF DESIGN REVIEW BOARD APPROVAL OF
PROJECT 2025-1013 (GOODWILL INDUSTRIES)
195

RESOLUTION RATIFYING THE DESIGN REVIEW BOARD APPROVAL
OF PROJECT 2025-1013 (GOODWILL INDUSTRIES) - A MAJOR
EXTERIOR FAÇADE RENOVATION AT 8250 LA MESA BOULEVARD,
APNs 494-402-07-00 AND 494-402-08-00 IN THE CD-D (DOWNTOWN

COMMERCIAL/URBAN DESIGN OVERLAY) ZONE
Staff Reference: Ms. Santos
Recommended Motion:

Adopt Resolution.

9.5 RESOLUTION AUTHORIZING AN AGREEMENT WITH ENVISIO
SOLUTIONS, INC. FOR STRATEGIC PLANNING AND

PERFORMANCE MANAGEMENT DASHBOARD SOFTWARE AND A
BUDGET ADJUSTMENT TO APPROPRIATE $28,275 FROM GENERAL
FUND RESERVES FOR FISCAL YEAR 2025-2026
225
Staff Reference: Ms. Lee
Recommended Motion:

Adopt Resolution.

10. STAFF REPORTS

10.1 CONSIDERATION OF THE LA MESA COMMUNITY PARKING

COMMISSION RECOMMENDATION TO UPDATE PARKING METER

RATES, PARKING PERMIT PRICING, AND PARKING PERMIT

PROGRAM GUIDELINES IN PARKING DISTRICT ONE
255
Staff Reference: Mr. Dedmon
Recommended Motion:

The La Mesa Community Parking Commission recommends that the City Council adopt the Resolution updating the parking meter rates, parking permit pricing, and Parking Permit Program Guidelines in Parking District One.

11. STAFF REPORTS - CITY COUNCIL - PUBLIC FINANCING AUTHORITY -

SUCCESSOR AGENCY

11.1 CONSIDERATION OF ADOPTING THE FINAL BIENNIAL BUDGET FOR FISCAL YEAR 2025-2026 AND FISCAL YEAR 2026-2027
277
Staff Reference: Mr. Herrera
Recommended Motion:

Adopt Resolution adopting the Final Budget for Fiscal Year 2025-2026 and Fiscal Year 2026-2027.

12. COUNCIL COMMITTEE REPORTS (3 MINUTE LIMIT)

13. AB 1234 REPORTS (GC 53232.3(d))

14. CITY ATTORNEY REMARKS

15. ADJOURNMENT
1 La Mesa City Council
Minutes of a Regular Meeting
Date:

Location:

September 23, 2025, 6:00 p.m.

City Council Chambers, 8130 Allison Avenue
La Mesa, California

Present: Mayor Mark Arapostathis
Vice Mayor Lauren Cazares
Councilmember Patricia N. Dillard
Councilmember Laura Lothian
Councilmember Genevieve Suzuki
Staff: City Manager Greg Humora
Assistant City Manager Amanda Lee
City Attorney Glenn Sabine
City Clerk Megan Wiegelman
_____________________________________________________________________

1. CALL TO ORDER
The City Council minutes are prepared and ordered to correspond to the City Council Agenda. Agenda Items can be taken out of order during the meeting.

The Agenda Items were considered in the order presented.

Mayor Arapostathis called the meeting to order at 6:00 p.m.

1.1 INVOCATION - COUNCILMEMBER SUZUKI

1.2 PLEDGE OF ALLEGIANCE

2. CITY MANAGER COMMENTS
There were no comments.

3. COMMUNITY BULLETIN REPORTS
The Mayor, Council, and staff made announcements and reported on various events taking place in the City. No action was taken.

4. ADDITIONS AND/OR DELETIONS TO THE AGENDA

2 There were no additions or deletions to the agenda.

5. PRESENTATIONS

5.1 PROCLAIMING THE WEEK OF OCTOBER 5 - 11, 2025, AS FIRE

PREVENTION WEEK
Mayor Arapostathis read the proclamation proclaiming the week of October 5 - 11, 2025, as Fire Prevention Week.

5.2 PRESENTATION ON A NEW BUILDING SPACE NEEDS ANALYSIS

FOR CITY HALL AND POST OFFICE RELOCATION TO ALLOW FOR

THE EXPANSION OF THE LIBRARY
City Manager Humora provided opening remarks outlining the history of the City’s efforts to expand the library, the direction previously given by the Council, and the current status of discussions with the Post Office regarding their willingness to relocate to accommodate future plans.

Kyle Peterson, Principal at HMC Architects, presented the City Hall Space Needs Analysis prepared by the firm. The study identified guiding principles for a new facility, emphasizing accessibility, safety, functionality, civic pride, and inviting public spaces. The analysis reviewed existing square footage, projected future needs, and recommended an expansion from 20,850 to 26,008 square feet to meet modern standards and future staff growth. Site configuration options and cost estimates of approximately $35.7 million were also discussed, with the project designed to integrate the Post Office and provide opportunities for a significant future expansion of the library.

Council questions and comments ensued.

The following members of the public provided comments on the proposed relocation of City Hall and the Post Office to facilitate the library’s expansion:

John Schmitz
Michelle Huey
David Harris
Kirsten Iversen

6. PUBLIC COMMENTS – (TOTAL TIME – 15 MINUTES)

3 Barbie Wheeler spoke regarding ongoing issues related to a house on Bellflower Drive and concerns about a proposed youth group home on the same street.

Cindy Maina provided an update on the problems arising from the Meritage project on Jericho Road.

Martha Bertles spoke on expanding the off-leash area at McArthur Park.

James Mulligan spoke on expanding the off-leash area at McArthur Park.

Brenda Leek spoke on outdoor dining and the Downtown Village Specific Plan.

7. CONFLICT DISCLOSURES
There were no conflicts of interest disclosed.

8. BOARD AND COMMISSION APPOINTMENTS

8.1 RESOLUTION APPOINTING AND/OR REAPPOINTING MEMBERS TO

THE YOUTH ADVISORY COMMISSION
Mayor Arapostathis nominated Grace Reagan and Kallan Rossiter for reappointment and Alexandra Arapostathis, Laycie Ann Campania, Loretta Carota, Myriam Garcia, Xochitl Willow Gomez, Aliyah Lee, Nate Madrid, Maya Sapp, and Hailey West for appointment to the Youth Advisory Commission.

Resolution No. 2025-117
Moved By Mayor Arapostathis
Seconded By Vice Mayor Cazares
Approve the reappointments of Grace Reagan and Kallan Rossiter and the appointments of Alexandra Arapostathis, Laycie Ann Campania, Loretta Carota, Myriam Garcia, Xochitl Willow Gomez, Aliyah Lee, Nate Madrid, Maya Sapp, and Hailey West to the Youth Advisory Commission, and adopt a resolution confirming the reappointments and appointments.

For (5): Mayor Arapostathis, Vice Mayor Cazares, Councilmember Dillard, Councilmember Lothian, and Councilmember Suzuki
Approved (5 to 0)

9. PUBLIC COMMENTS ON CONSENT CALENDAR
There were no comments on Consent Calendar items.

10. CONSENT CALENDAR

4 (Items 10.1 through 10.11)
*If a public hearing item is part of the Consent Calendar, the public hearing shall be deemed held if the item is not removed from the Consent Calendar for discussion and possible action (Items 10.4 and 10.5).

Councilmember Lothian provided comments on Item 10.11, the Neighborhood Traffic Management Program Quarterly Status Report.

Engineering Project Manager Kinnard presented the report’s key highlights.

Vice Mayor Cazares commented on Item 10.8, the Alcohol Policing Partnership Program Grant, and summarized how the grant funds would be used.

Moved By Mayor Arapostathis
Seconded By Councilmember Dillard
Approve Consent Calendar Items 10.1 through 10.11.

For (5): Mayor Arapostathis, Vice Mayor Cazares, Councilmember Dillard, Councilmember Lothian, and Councilmember Suzuki
Approved (5 to 0)

10.1 APPROVAL OF MOTION TO WAIVE THE READING OF THE TEXT OF

ALL ORDINANCES AND RESOLUTIONS AT THIS MEETING
Approve.

10.2 APPROVAL OF THE MINUTES FOR THE CITY COUNCIL REGULAR MEETING HELD TUESDAY, SEPTEMBER 9, 2025
Approve.

10.3 RATIFICATION OF DESIGN REVIEW BOARD APPROVAL OF
PROJECT 2025-0657 (8703 MURRAY DRIVE)

RESOLUTION RATIFYING THE DESIGN REVIEW BOARD APPROVAL
OF PROJECT 2025-0657 (MURRAY) - A NEW SOAPY JOE'S CAR
WASH FACILITY AT 8703 MURRAY DRIVE, APN 490-261-06-00 IN

THE C-G-D (GENERAL COMMERCIAL / GROSSMONT OVERLAY /

URBAN DESIGN OVERLAY) ZONE
Resolution No. 2025-118
Adopt Resolution.

5 10.4 *FISCAL YEAR 2024-2025 CONSOLIDATED ANNUAL
PERFORMANCE AND EVALUATION REPORT ("CAPER") FOR

COMMUNITY DEVELOPMENT BLOCK GRANT FUNDING

CONSIDERATION AND APPROVAL OF THE DRAFT CONSOLIDATED

ANNUAL PERFORMANCE AND EVALUATION REPORT FOR THE
PLANNING PERIOD FISCAL YEAR JULY 1, 2024 TO JUNE 30, 2025,

FOR COMMUNITY DEVELOPMENT BLOCK GRANT FUNDING FOR
THE U.S. DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
("HUD") FUNDING PROGRAMS
Approve the draft Fiscal Year 2024–2025 CAPER and authorize staff to make any necessary corrections and submit it to HUD by September 28, 2025.

10.5 *TAX EQUITY AND FISCAL RESPONSIBILITY ACT OF 1982
(“TEFRA”) HEARING FOR THE LEARNING CHOICE ACADEMY –
EAST COUNTY LOCATED AT 4215 SPRING STREET

RESOLUTION APPROVING THE ISSUANCE BY THE CALIFORNIA

MUNICIPAL FINANCE AUTHORITY OF ITS CHARTER SCHOOL

REVENUE BONDS (THE LEARNING CHOICE ACADEMY PROJECT)
SERIES 2025 IN AN AGGREGATE PRINCIPAL AMOUNT NOT TO
EXCEED $25,000,000 FOR THE PURPOSE OF FINANCING AND/OR

REFINANCING THE ACQUISITION, IMPROVEMENT, RENOVATION,

CONSTRUCTION, FURNISHING AND EQUIPPING OF CERTAIN

PUBLIC CHARTER SCHOOL FACILITIES AND CERTAIN OTHER

MATTERS RELATING THERETO
Resolution No. 2025-119
Adopt Resolution.

10.6 RESOLUTION AUTHORIZING AN AGREEMENT WITH ROGERS,

ANDERSON, MALODY & SCOTT, LLP FOR THE PREPARATION OF
THE FISCAL YEAR 2025 AUDIT
Resolution No. 2025-120
Adopt Resolution.

10.7 RESOLUTION AWARDING THE PURCHASE OF A FORD 350 HR

CARGO VAN ELECTRIC VEHICLE FOR THE PUBLIC WORKS

DEPARTMENT TO SEDANO FORD
Resolution No. 2025-121

6 Adopt Resolution.

10.8 RESOLUTION AUTHORIZING THE CHIEF OF POLICE TO ENTER INTO

AN AGREEMENT BETWEEN THE POLICE DEPARTMENT AND THE

DEPARTMENT OF ALCOHOLIC BEVERAGE CONTROL FOR THE

ALCOHOL POLICING PARTNERSHIP PROGRAM GRANT
Resolution No. 2025-122
Adopt Resolution.

10.9 RESOLUTION AUTHORIZING A TASK ORDER TO GEOCON, INC.,

FOR GEOTECHNICAL SERVICES FOR THE CITYWIDE STREETS

REHABILITATION PROJECT (CAPITAL IMPROVEMENT PROJECT
NO. 8308)
Resolution No. 2025-123
Adopt Resolution.

10.10 RESOLUTION AMENDING SECTION 12.64.020 OF THE LA MESA

MUNICIPAL CODE DECREASING THE SPEED LIMIT ON MURRAY

DRIVE FROM GROSSMONT CENTER DRIVE TO SEVERIN DRIVE
FROM 40 TO 35 MPH
Resolution No. 2025-124
Adopt Resolution.

10.11 NEIGHBORHOOD TRAFFIC MANAGEMENT PROGRAM QUARTERLY

STATUS REPORT
Receive and file.

11. ORDINANCES: SECOND READING

11.1 OBJECTIVE DESIGN STANDARDS ORDINANCE

CONSIDERATION OF AN ORDINANCE OF THE CITY COUNCIL OF
THE CITY OF LA MESA, CALIFORNIA, AMENDING TITLE 24 (ZONING) OF THE LA MESA MUNICIPAL CODE TO ADD CHAPTER 24.054
ENTITLED “OBJECTIVE DESIGN STANDARDS” REGARDING

HOUSING DEVELOPMENT PURSUANT TO THE HOUSING
ACCOUNTABILITY ACT (GOVERNMENT CODE SECTION 65589.5)
City Attorney Sabine read the title of the Ordinance.

7 Ordinance No. 2025-2921
Moved By Mayor Arapostathis
Seconded By Vice Mayor Cazares
Approve the second reading and adoption of the Ordinance.

For (5): Mayor Arapostathis, Vice Mayor Cazares, Councilmember Dillard, Councilmember Lothian, and Councilmember Suzuki
Approved (5 to 0)

11.2 COUNCIL MEETING SCHEDULE ORDINANCE

CONSIDERATION OF AN ORDINANCE OF THE CITY COUNCIL OF
THE CITY OF LA MESA, CALIFORNIA, AMENDING SECTION 2.08.010

OF THE LA MESA MUNICIPAL CODE TO ESTABLISH THE FIRST

REGULAR CITY COUNCIL MEETING IN AUGUST AND SECOND

MEETING IN NOVEMBER AS A SUMMER AND HOLIDAY RECESS,

RESPECTIVELY
City Attorney Sabine read the title of the Ordinance.

Ordinance No. 2025-2922
Moved By Mayor Arapostathis
Seconded By Councilmember Dillard
Approve the second reading and adoption of the Ordinance.

For (5): Mayor Arapostathis, Vice Mayor Cazares, Councilmember Dillard, Councilmember Lothian, and Councilmember Suzuki
Approved (5 to 0)

12. STAFF REPORTS

12.1 CONSIDERATION AND POSSIBLE APPROVAL OF THE LA MESA

COMMUNITY PARKING COMMISSION RECOMMENDATION FOR THE

LA MESA VILLAGE ENHANCEMENT FUND PROGRAM, AND

ADOPTION OF RESOLUTIONS APPROPRIATING FUNDS AND

MODIFYING PROGRAM GUIDELINES
Assistant to the City Manager Dedmon presented the Community Parking Commission’s recommendation regarding the Village Enhancement Fund ("VEF") program. For Fiscal Year 2025–26, $63,369 in funding was available, derived from 50% of annual net parking revenues. The

8 Commission recommended allocating the funds equally across five community events: Holiday in the Village, Classic Car Show, Taste of the Village, Oktoberfest, and San Diego Made Spring Market. Assistant to the City Manager Dedmon also noted proposed program modifications, which included a $50,000 annual funding cap, limiting eligibility to new events, granting the Commission discretion in allocations, and authorizing the City Manager to approve future program guideline updates.

Council questions and comments ensued.

Resolution No. 2025-125 and Resolution No. 2025-126
Moved By Councilmember Dillard
Seconded By Councilmember Lothian
(1) Approve the allocation of La Mesa Village Enhancement Fund Program funding, as recommended by the La Mesa Community Parking Commission, in the amount of $12,673.70 each for the following events:
2025 Holiday in the Village, 2026 San Diego Made Spring Market, 2026 Classic Car Show, 2026 Taste of the Village, and 2026 Oktoberfest; (2) Adopt Resolution appropriating $63,369 from the Downtown Parking Fund to the Fiscal Year 2025-2026 Downtown Village Enhancement Fund budget; and (3) Adopt Resolution approving the La Mesa Community Parking Commission's recommendation to modify the La Mesa Village Enhancement Fund Program.

For (5): Mayor Arapostathis, Vice Mayor Cazares, Councilmember Dillard, Councilmember Lothian, and Councilmember Suzuki
Approved (5 to 0)

13. COUNCIL INITIATED

13.1 CONSIDERATION OF ESTABLISHING A COUNCIL AD HOC

SUBCOMMITTEE TO REVIEW EXISTING REGULATIONS GOVERNING

GROUP HOMES AND FACILITIES AND TO CONSIDER ADDITIONAL

REGULATIONS TO ENHANCE LOCAL CONTROL - VICE MAYOR

CAZARES
Vice Mayor Cazares explained the purpose of the request for Council approval to establish a Council Ad Hoc Subcommittee tasked with reviewing existing regulations governing group homes and facilities and considering additional regulations to enhance local control.

Council questions and comments ensued.

9 The following members of the public provided comments on the proposed Council Ad Hoc Subcommittee:

Barbie Wheeler
Carly Robinson
Emily Schneider
Billy Beltz
Ilka Weston
Council questions and comments continued.

Moved By Vice Mayor Cazares
Seconded By Councilmember Lothian
Establish a Council Ad Hoc Subcommittee comprised of Vice Mayor Cazares and Councilmember Lothian to review existing regulations governing group homes and facilities and to consider additional regulations to enhance local control.

For (5): Mayor Arapostathis, Vice Mayor Cazares, Councilmember Dillard, Councilmember Lothian, and Councilmember Suzuki
Approved (5 to 0)

14. COUNCIL COMMITTEE REPORTS (3 MINUTE LIMIT)
The Mayor and Council reported on various outside boards, commissions, and committee meetings they attended. No action was taken.

15. AB 1234 REPORTS (GC 53232.3 (d))
There were no reports.

16. CITY ATTORNEY REMARKS
There were no remarks.

17. ADJOURNMENT
Mayor Arapostathis adjourned the meeting at 7:19 p.m.
_________________________

10 City Clerk

REPORT to the MAYOR and MEMBERS of the CITY COUNCIL
From the CITY MANAGER
DATE: September 23, 2025DATE: September
23, 2025
DATE: October 14, 2025
SUBJECT: RESOLUTION AUTHORIZING AN AGREEMENT WITH
ICS - INTELESYS, INC. FOR THE INSTALLATION AND

IMPLEMENTATION OF A NEW CITYWIDE PHONE

SYSTEM USING THE RINGCENTRAL PLATFORM
ISSUING DEPARTMENT: Finance Department
SUMMARY:

Issues:

Should the City Council adopt a resolution authorizing an agreement with ICS – Intelesys, Inc. for Request for Proposals (RFP) 25-15, for the installation and implementation of a new citywide RingCentral Voice Over Internet Protocol phone system?
Recommendation:

Staff recommends that the City Council adopt a resolution authorizing an agreement with ICS – Intelesys, Inc. for RFP 25-15, for the installation and implementation of a new citywide RingCentral Voice Over Internet Protocol phone system
Fiscal Impact:

This award is for $110,969.01 total “year one” costs, with a $74,200.32 “one-time” installation and hardware cost, and $36,768.69 total “year one” phone service charge (billed monthly). Funding for this project is budgeted in account number 603-1315-6586. The recurring cost of the RingCentral phone system is $49,025 per year (billed monthly); this price is guaranteed for four (4) years.

City’s Strategic Goals:
 Invest in infrastructure to serve the needs of the community.

Report to Mayor and Councilmembers
Date: October 14, 2025
Page: 2 of 3
 Nurture an organizational culture where employees are recognized for the delivery of high-quality services to the community.

BACKGROUND:

The City currently uses an antiquated analog phone system that has been in place for decades and is no longer supported for technical support and parts have become exceedingly difficult to acquire. As technology has advanced, it has become clear that modern solutions can provide the City with significant improvements in both functionality and reliability. On such solutions is Unified Communications as a Service (UCaaS), a cloud-based platform that integrates multiple communication tools, including voice, video, messaging, and collaboration features, into a single, unified system.

DISCUSSION:

On February 6, 2025, staff issued a RFP for UCaas. RFP 25-15 was advertised on the City’s website and on PlanetBids. The City received 11 responsive proposals on March 20, 2025, from the following vendors:
1 ATEL Technologies, Inc.
2 Communications Technologies, Inc.
3 Cox California Telcom, L.L.C.
4 Digital Telecommunications Corporation
5 ICON-Technical Inc.
6 Intelesys, Inc. (ICS)
7 Maverick Networks, Inc.
8 Packet Fusion
9 Packet Fusion (RingCentral)
10 TTEC Government Solutions LLC
11 Vertical Communications
Staff reviewed all proposals based on predetermined criteria identified in the RFP, including overall proposal, capacity to deliver, and value. The three highest-scoring bidders were invited to provide a demonstration before an evaluation panel of staff from multiple departments.

Following this review, staff recommends awarding a contract to Intelesys, Inc. (ICS) for deployment of the RingCentral platform. ICS is a certified designer and installer for RingCentral and will provide local hands-on support for integration, network design, and deployment of the system.

The RingCentral solution will replace the City’s legacy phone system and provide voice, messaging, voice-to-text, video conferencing, and other collaboration tools in a secure, user-friendly application accessible across multiple devices.

Report to Mayor and Councilmembers
Date: October 14, 2025
Page: 3 of 3
CONCLUSION:

Staff recommends that the City Council adopt resolution authorizing an agreement with ICS – Intelesys, Inc. for RFP 25-15, installation and implementation of a new citywide RingCentral Voice Over Internet Protocol phone system. The recommended agreement is for an initial one-year term, with the option to renew for up to four additional one-year terms at the discretion of the City Manager.

Reviewed by: Respectfully submitted by:
____________________ ___________________
Greg Humora John Herrera, CPA
City Manager Acting Finance Director
___________________
Scott Munzenmaier
Purchasing Officer
Attachments: A. Resolution
B. Agreement with ICS, Intelesys, Inc.

C. Fiscal Impact Certificate

RESOLUTION NO. 2025-

RESOLUTION OF THE CITY COUNCIL OF THE CITY OF LA MESA
AUTHORIZING AN AGREEMENT WITH ICS – INTELESYS, INC. FOR THE

INSTALLATION AND IMPLEMENTATION OF A NEW CITYWIDE PHONE

SYSTEM USING THE RINGCENTRAL PLATFORM
WHEREAS, the City of La Mesa currently uses an antiquated analog phone system which has reached end of life for technical support with the phone vendor; WHEREAS, Request For Proposals (RFP) 25-15 for Unified Communications as a Service (UCaaS) was published on February 6, 2025, and proposals were received from 11 respondents with ICS - Intelesys, Inc. proposing RingCentral as the system to be installed and was considered to have submitted the best overall proposal; and
WHEREAS, the initial term of the agreement will be for one year for $110,969.01 with four one-year options to renew at the discretion of the City Manager.

NOW, THEREFORE, BE IT AND IT IS HEREBY RESOLVED by the City Council of the City of La Mesa, California, that the City Council intends to award RFP 25-15 for Unified Communications as a Service (UCaaS) to ICS, Intelesys, Inc. for $110,969.01 for an initial term of one year with four one-year options to renew.

PASSED AND ADOPTED at a Regular meeting of the City Council of the City of La Mesa, California, held the 14th day of October 2025, by the following vote, to wit:

AYES:

NOES:

ABSENT:

CERTIFICATE OF CITY CLERK
I, MEGAN WIEGELMAN, City Clerk of the City of La Mesa, California, do hereby certify the foregoing to be a true and exact copy of Resolution No. 2025- , duly passed and adopted by the City Council of said City on the date and by the vote therein recited.

MEGAN WIEGELMAN, CMC, City Clerk
(SEAL OF CITY)

City of La Mesa

SERVICES AGREEMENT
Unified Communications as a Service (UCaaS)

2 TABLE OF CONTENTS

1. STANDARD AGREEMENT FOR PROFESSIONAL SERVICES ...............................

2. ENGAGEMENT OF CONTRACTOR............................................................................

3. SERVICES TO BE PERFORMED BY CONTRACTOR ..............................................

4. LOCATION OF SERVICES ...........................................................................................

5. KEY PROJECT PERSONNEL .......................................................................................

6. CITY REPRESENTATION ............................................................................................

7. RESPONSIBILITIES OF THE CITY .............................................................................

8. PERFORMANCE SCHEDULE ......................................................................................

9. ITEMS TO BE DELIVERED TO CITY .........................................................................

10. COMPENSATION TO CONTRACTOR ........................................................................

11. HOLD HARMLESS ........................................................................................................

12. INSURANCE ...................................................................................................................

13. TERMINATION OF AGREEMENT FOR CAUSE OR CONVENIENCE ...................

14. NOTICES .........................................................................................................................

15. DISPUTE RESOLUTION ...............................................................................................

16. CONTRACTORS ............................................................................................................

17. INTEREST OF MEMBERS OF THE CITY ...................................................................

18. INTEREST OF CONTRACTOR AND EMPLOYEES; .................................................

19. INDEPENDENT CONTRACTOR ..................................................................................

20. PERS ELIGIBILITY INDEMNIFICATION .................................................................

21. CONTRACTOR NOT AGENT .......................................................................................

22. FACILITIES AND EQUIPMENT ..................................................................................

23. RECORDS .......................................................................................................................

24. DESIGN CHANGES OR REVISIONS...........................................................................

25. OWNERSHIP OF WORK ...............................................................................................

26. INTEGRATION; AMENDMENTS ................................................................................

27. ADDITIONAL SERVICES OUTSIDE SCOPE .............................................................

28. CHANGES .......................................................................................................................

29. NON-DISCLOSURE .......................................................................................................

30. JOB SITE SAFETY .........................................................................................................

31. BUSINESS LICENSE .....................................................................................................

32. PREVAILING WAGES FOR PUBLIC WORKS PROJECTS .......................................

33. CONFLICT BETWEEN AGREEMENT AND OTHER DOCUMENTS ......................

34. SIGNATURES .................................................................................................................

ATTACHMENT: EXHIBIT A – COST SCHEDULE AND PROPOSAL

3 1. STANDARD AGREEMENT FOR PROFESSIONAL SERVICES
Between the City of La Mesa and
ICS, Intelesys, Inc.
for Unified Communications as a Service (UCaaS)

This Agreement is entered into by City of La Mesa as of ____________, by and between the City of La Mesa, a municipal corporation, hereinafter referred to as "the City", and ICS, Intelesys, Inc., hereinafter referred to as "Contractor."
WITNESSETH THAT:

WHEREAS, the City Council has adopted Resolution No. _________; WHEREAS, the City has need for professional services to perform Unified Communications as a Service (UCaaS) and is willing to compensate Contractor for such services; WHEREAS, this Agreement is based on Request for Proposals 25-15; WHEREAS, the City desires to engage Contractor to render certain technical and professional services in the providing of said professional services; and WHEREAS, Contractor is qualified to provide said professional services for Unified Communications as a Service (UCaaS).

NOW THEREFORE, the parties do mutually agree as follows:

2. ENGAGEMENT OF CONTRACTOR
The City hereby agrees to engage Contractor and Contractor hereby agrees to perform the services set forth in this Agreement. This Agreement shall be for a term from the execution date of the Agreement through November 30, 2026 and may be renewed for additional four one-year terms by mutual written consent of both parties. The City Manager shall have sole and exclusive right to exercise any options contained in this Agreement on behalf of the City.

3. SERVICES TO BE PERFORMED BY CONTRACTOR
Contractor shall commence performance of the Project upon execution of this Agreement by both parties. The term "Project" as used in this Agreement shall include all of the tasks and items listed and described in Exhibit "A", attached hereto and incorporated herein as part of this Agreement.

4. LOCATION OF SERVICES
Contractor agrees to provide the services at locations as specified in Exhibit A within the City for the full term of this Agreement. No changes will be made without prior written approval by the City.

4 5. KEY PROJECT PERSONNEL
Contractor agrees to provide the services of Aaron Betts, President, and David Garcia, Technical Advisor, respectively for the full term of this Agreement. No substitutions will be made without prior written approval by the City. The City reserves the right to request specific qualifications for personnel substituted under this section.

6. CITY REPRESENTATION
The City Manager for the City of La Mesa, or their designated representative, shall represent the City in all matters pertaining to the services rendered pursuant to this Agreement and shall administer said Agreement on behalf of the City. This person shall hereinafter be referred to as the "City's Representative."

7. RESPONSIBILITIES OF THE CITY
The City will provide the Contractor, or cause to be provided with, the following documents, services and site information, at no charge to the Contractor.

A. See Exhibit "A"

8. PERFORMANCE SCHEDULE
Both Contractor and the City recognize that time is of the essence in the completion of this work and the following schedule is dependent upon timely actions by the Contractor and the City.

Accordingly, the Contractor shall complete all of the work outlined in Exhibit "A" and as scheduled therein.

The Contractor shall not be responsible for damages or be in default or deemed to be in default by reason of strikes, lockouts, accidents, or acts of God, or failure of City to furnish timely information or to approve or disapprove Contractor's work promptly, or delay or faulty performance by City, or governmental agencies.

Contractor shall devote such time to the performance of services pursuant to this Agreement as may be reasonably necessary for satisfactory performance of Contractor's obligations pursuant to this Agreement.

9. ITEMS TO BE DELIVERED TO CITY
The following items shall be delivered by Contractor to the City of La Mesa:

A. See Exhibit "A"

10. COMPENSATION TO CONTRACTOR
The total fee for professional services shall be billed with a total amount for the initial term not to exceed $110,969.01 as described on page 1 of Exhibit "A".

5 The City shall compensate Contractor for the services performed hereunder within thirty (30) calendar days of receipt of Contractor's invoice for the services performed.

The City shall promptly review invoicing and notify Contractor of any objection thereto in writing within fifteen (15) days of receipt of the invoice; absent such objection the invoice shall be deemed proper and acceptable.

In the event that any undisputed invoice is not paid within thirty (30) calendar days after receipt of the invoice by the City, it shall commence bearing interest on the date that the invoice was rendered at the rate of 1% per month and the City agrees to pay all accrued interest, together with the charges for services rendered.

11. HOLD HARMLESS
To the furthest extent allowed by law, Contractor shall indemnify, hold harmless and defend City and each of its officers, officials, employees, agents and volunteers from any and all loss, liability, fines, penalties, forfeitures, costs and damages (whether in contract, tort or strict liability, including but not limited to personal injury, death at any time and property damage), and from any and all claims, demands and actions in law or equity (including reasonable attorney's fees and litigation expenses) that arise out of, pertain to, or relate to the negligence, recklessness or willful misconduct of Contractor, its principals, officers, employees, agents or volunteers in the performance of this Agreement.

If Contractor should subcontract all or any portion of the services to be performed under this Agreement, Contractor shall require each subcontractor to indemnify, hold harmless and defend City and each of its officers, officials, employees, agents and volunteers in accordance with the terms of the preceding paragraph.

This section shall survive termination or expiration of this Agreement.

12. INSURANCE
Contractor shall procure and maintain for the duration of the contract insurance against claims for injuries to persons or damages to property which may arise from or in connection with the performance of the work hereunder and the results of that work by the Contractor, his agents, representatives, employees or subcontractors.

The certificate holder should be stated as:

City of La Mesa
Attn: Risk Management
8130 Allison Avenue, La Mesa, CA 91942

MINIMUM SCOPE AND LIMIT OF INSURANCE
Coverage shall be at least as broad as:

A. Commercial General Liability (CGL): Insurance Services Office Form CG 00 01 covering CGL on an “occurrence” basis, including products and completed operations, property

6 damage, bodily injury and personal & advertising injury with limits no less than $2,000,000 per occurrence. If a general aggregate limit applies, either the general aggregate limit shall apply separately to this project/location (ISO CG 25 03 or 25 04) or the general aggregate limit shall be twice the required occurrence limit.

B. Automobile Liability: ISO Form Number CA 00 01 covering any auto (Code 1), or if Contractor has no owned autos, hired, (Code 8) and non-owned autos (Code 9), with limit no less than $1,000,000 per accident for bodily injury and property damage.

C. Workers’ Compensation: as required by the State of California, with Statutory Limits, and Employer’s Liability Insurance with limit of no less than $1,000,000 per accident for bodily injury or disease.

D. Professional Liability (Errors and Omissions): Insurance appropriate to the Contractor’s profession, with limit no less than $2,000,000 per occurrence or claim, $2,000,000 aggregate. (If applicable)
E. If the Contractor maintains broader coverage and/or higher limits than the minimums shown above, the City requires and shall be entitled to the broader coverage and/or the higher limits maintained by the contractor. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the City.

F. Cyber Insurance (If applicable):

Consultant or Vendor shall procure and maintain for the duration of the contract insurance against claims for security breaches, system failures, injuries to persons, damages to software, or damages to property (including computer equipment) which may arise from or in connection with the performance of the work hereunder by the Consultant, its agents, representatives, or employees. Consultant shall procure and maintain for the duration of the contract insurance claims arising out of their services and including, but not limited to loss, damage, theft or other misuse of data, infringement of intellectual property, invasion of privacy and breach of data.

Cyber Insurance, with limits not less than $2,000,000 per occurrence or claim, $2,000,000 aggregate. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by Consultant in this agreement and shall include, but not be limited to, claims involving security breach, system failure, data recovery, business interruption, cyber extortion, social engineering, infringement of intellectual property, including but not limited to infringement of copyright, trademark, trade dress, invasion of privacy violations, information theft, damage to or destruction of electronic information, release of private information, and alteration of electronic information. The policy shall provide coverage for breach response costs, regulatory fines and penalties as well as credit monitoring expenses.

Technology Professional Liability Errors and Omissions Insurance appropriate to the Consultant’s profession and work hereunder, with limits not less than $2,000,000 per occurrence. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by the Consultant in this agreement and shall include, but not be limited

7 to, claims involving security breach, system failure, data recovery, business interruption, cyber extortion, social engineering, infringement of intellectual property, including but not limited to infringement of copyright, trademark, trade dress, invasion of privacy violations, information theft, damage to or destruction of electronic information, release of private information, and alteration of electronic information. The policy shall provide coverage for breach response costs, regulatory fines and penalties as well as credit monitoring expenses. a. The Policy shall include, or be endorsed to include, property damage liability coverage for damage to, alteration of, loss of, or destruction of electronic data and/or information “property” of the Agency in the care, custody, or control of the Consultant.

If the Consultant maintains broader coverage and/or higher limits than the minimums shown above, the City requires and shall be entitled to the broader coverage and/or the higher limits maintained by the Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the City.

OTHER INSURANCE PROVISIONS
The insurance policies are to contain, or be endorsed to contain, the following provisions:

Additional Insured Status
The City, its officers, officials, employees, and volunteers are to be covered as additional insureds on the CGL policy with respect to liability arising out of work or operations performed by or on behalf of the Contractor including materials, parts, or equipment furnished in connection with such work or operations. Coverage can be provided in the form of an endorsement to the Contractor’s insurance (at least as broad as ISO Form CG 20 10 11 85 or the addition of both CG 20 10, CG 20 26, CG 20 33, or CG 20 38; and CG 20 37 if a later edition is used).

Primary Coverage
For any claims related to this contract, the Contractor’s insurance coverage shall be primary and non-contributory and at least as broad as ISO CG 20 01 12 19 as respects the Entity, its officers, officials, employees, and volunteers. Any insurance or self-insurance maintained by the City, its officers, officials, employees, or volunteers shall be excess of the Contractor’s insurance and shall not contribute with it. This requirement shall also apply to any Excess or Umbrella liability policies.

Umbrella or Excess Policy
The Contractor may use Umbrella or Excess Policies to provide the liability limits as required in this agreement. The Umbrella or Excess policies shall be provided on a true “following form” or broader coverage basis, with coverage at least as broad as provided on the underlying Commercial General Liability insurance.

Notice of Cancellation
Each insurance policy required above shall provide that coverage shall not be canceled, nonrenewed, reduced in coverage or in limits except after 30 calendar day written notice has been

8 given to City. Upon issuance by the insurer, broker, or agent of a notice of cancellation, nonrenewal, or reduction in coverage or in limits, Contractor shall furnish City with a new certificate and applicable endorsements for such policy(ies). In the event any policy is due to expire during the work to be performed for City, Contractor shall provide a new certificate, and applicable endorsements, evidencing renewal of such policy not less than 15 calendar days prior to the expiration date of the expiring policy.

Waiver of Subrogation
Contractor hereby grants to City a waiver of any right to subrogation which any insurer of said Contractor may acquire against the City by virtue of the payment of any loss under such insurance.

Contractor agrees to obtain any endorsement that may be necessary to affect this waiver of subrogation, but this provision applies regardless of whether or not the City has received a waiver of subrogation endorsement from the insurer.

Self-Insured Retentions
Self-insured retentions must be declared to and approved by the City. The City may require the Contractor to purchase coverage with a lower retention or provide proof of ability to pay losses and related expenses within the retention. The policy language shall provide, or be endorsed to provide, that the self-insured retention may be satisfied by either the named insured or City.

Acceptability of Insurers
Insurance is to be placed with insurers authorized to conduct business in the state with a current A.M. Best’s rating of no less than A:VII, unless otherwise acceptable to the City.

Claims Made Policies (applicable only to professional liability, see below) If any of the required policies provide claims-made coverage:

1. The Retroactive Date must be shown and must be before the date of the contract or the beginning of contract work.

2. Insurance must be maintained, and evidence of insurance must be provided for at least five (5) years after completion of the contract of work.

3. If coverage is canceled or non-renewed, and not replaced with another claims-made policy form with a Retroactive Date prior to the contract effective date, the Contractor must purchase “extended reporting” coverage for a minimum of five (5) years after completion of work.

Verification of Coverage
Contractor shall furnish the City with original certificates and amendatory endorsements or copies of the applicable policy language effecting coverage required by this clause All documents are to be received and approved by the City before work commences. However, failure to obtain the required documents prior to the work beginning shall not waive the Contractor’s obligation to provide them. The City reserves the right to require complete, certified copies of all required

9 insurance policies, including endorsements required by these specifications, at any time. These requirements shall survive expiration or termination of the Agreement.

Special Risks or Circumstances
City reserves the right to modify these requirements, including limits, based on the nature of the risk, prior experience, insurer, coverage, or other special circumstances.

If at any time during the life of this Agreement or any extension, Contractor or any of its subcontractors fail to maintain any required insurance in full force and effect, all work under this Agreement shall be discontinued immediately, and all payments due or that become due to Contractor shall be withheld until notice is received by City that the required insurance has been restored to full force and effect and that the premiums therefore have been paid for a period satisfactory to City. Any failure to maintain the required insurance shall be sufficient cause for City to terminate this Agreement. No action taken by City hereunder shall in any way relieve Contractor of its responsibilities under this Agreement.

The fact that insurance is obtained by Contractor shall not be deemed to release or diminish the liability of Contractor, including, without limitation, liability under the indemnity provisions of this Agreement. The duty to indemnify City and its elected officials, officers, officials, employees, agents and volunteers shall apply to all claims and liability regardless of whether any insurance policies are applicable. The policy limits do not act as a limitation upon the amount of indemnification to be provided by Contractor. Approval or purchase of any insurance contracts or policies shall in no way relieve from liability nor limit the liability of Contractor, its principals, officers, employees, agents, persons under the supervision of Contractor, vendors, suppliers, invitees, Contractors, subcontractors, or anyone employed directly or indirectly by any of them.

If Contractor should subcontract all or any portion of the services to be performed under this Agreement, Contractor shall require each subcontractor to provide insurance protection in favor of City, its elected officials, officers, officials, employees, agents and volunteers in accordance with the terms of each of the preceding paragraphs, except that the subcontractors' certificates and endorsements shall be on file with Contractor and City prior to the commencement of any work by the subcontractor.

13. TERMINATION OF AGREEMENT FOR CAUSE OR CONVENIENCE
If, through any cause, the Contractor shall fail to fulfill in timely and proper manner their obligations under this Agreement, or if the Contractor shall violate any of the covenants, agreements, or stipulations of this Agreement, the City shall thereupon have the right to terminate this Agreement immediately by giving written notice to the Contractor of such termination and specifying the effective date thereof. In such event, all finished or unfinished documents, data, studies, surveys, drawings, maps, models, photographs and reports prepared by the Contractor under this Agreement shall, at the option of the City, become its property and the Contractor shall be entitled to receive just and equitable compensation for any work satisfactorily completed hereunder.

10 In addition to termination for cause, the City may terminate this Agreement for City’s convenience upon not less than fifteen (15) days written notice to Contractor. Upon receipt of said notice, the Contractor shall immediately cease all work under this Agreement unless said notice provides otherwise. If this Agreement is terminated as provided in this paragraph for City’s convenience, the Contractor shall be required to provide to City all finished or unfinished documents, data, studies, services, etc., prepared by the Contractor as may be requested by City and such work shall become City’s property upon payment to Contractor for the value of the work performed, less payments of compensation previously made.

Notwithstanding the above, the Contractor shall not be relieved of liability to the City for damages sustained by the City by virtue of any breach of the Agreement by the Contractor, and the City may withhold any payments to the Contractor for the purpose of set-off until such time as the exact amount of damages due the City from the Contractor is determined.

14. NOTICES
Notices and requests to the City or Contractor shall be delivered at the following addresses, either served personally on the designated representative or by U.S. Postal Service at the following addresses:

City:
 City Manager
 City of La Mesa
 8130 Allison Avenue, La Mesa, CA 91942
 (619) 463-6611
Contractor:
 President
 Intelesys
 3155-B East Sedona Court, Ontario, California 91764
 (888) 546-8353

15. DISPUTE RESOLUTION
The City shall require that all Contractors agree to submit any unresolved claims, counterclaims, disputes, controversies and other matters between them and the City or the Contractor and/or any subcontractors of any tier arising out of or relating to their agreement with the City or the breach thereof (“disputes”) first to mediation and then if not resolved, to non-binding arbitration prior to initiating suit or judicial proceeding.

11 If applicable – As provided in Public Contract Code section 9204, any claim filed by the Contractor on a public works project shall be reviewed by the City with 45 days and a written statement will be provided to the Contractor identifying what portion of the claim is disputed and what portion is undisputed. Upon receipt of a claim, the City and the Contractor may, by mutual agreement, extend the time period or it may be extended to allow City Council approval. The Contractor shall include reasonable documentation to support the claim. Any payment due on an undisputed portion of the claim shall be processed and made within 60 days after the City issues its written statement.

16. CONTRACTORS
Contractor will utilize the services of the following subcontractors during the course of this study:

None.

Payment for such services shall be the responsibility of the Contractor. No substitution of proposed subcontractors shall be made without prior written approval by the City.

None of the services covered by the Agreement shall be subcontracted without the prior consent of the City. The Contractor shall be as fully responsible to the City for the acts and omissions of their subcontractors, and of persons either directly or indirectly employed by them, as they are for the acts and omissions of persons directly employed by them. The Contractor shall insert in each subcontract appropriate provisions requiring compliance with the labor standards provisions of this Agreement.

Contractor shall not assign, delegate, or transfer this Agreement or any work hereunder, nor assign any monies due or to become due hereunder, except as expressly stated herein. In no event shall any contractual relation be created between any third party and the City without prior written consent of the City. A consent to one assignment shall not be deemed to be consent to any subsequent assignment.

17. INTEREST OF MEMBERS OF THE CITY
No member of the governing body of the City and no other officer, employee, or agent of the City who exercises any functions or responsibilities in connection with the planning and carrying out of the program, shall have any personal financial interest, direct or indirect, in this Agreement; and the Contractor shall take appropriate steps to assure compliance.

18. INTEREST OF CONTRACTOR AND EMPLOYEES;

STATEMENT OF ECONOMIC INTERESTS
The Contractor covenants that they presently have no interest and shall not acquire interest, direct or indirect, in the study area or any parcels therein or any other interest which would conflict in any manner or degree with the performance of their services hereunder. The Contractor further covenants that in the performance of this Agreement, no person having any such interest shall be employed. City may require Contractor to complete and submit a Form 700, Statement of Economic Interests, in accordance with applicable law, to City Clerk.

12 19. INDEPENDENT CONTRACTOR
At all times during the term of this Agreement, Contractor shall be an independent contractor and shall not be an employee of City. City shall have the right to control Contractor only insofar as the results of Contractor's services rendered pursuant to this Agreement; however, City shall not have the right to control the means by which Contractor accomplishes services rendered pursuant to this Agreement.

20. PERS ELIGIBILITY INDEMNIFICATION
In the event that Contractor’s employee and/or agent providing services under this Agreement claims or is determined by a court of competent jurisdiction or the California Public Employees Retirement System (PERS) to be eligible for enrollment in PERS of the City, Contractor shall indemnify, defend, and hold harmless City for the payment of any employer and employee contributions for PERS benefits on behalf of the employee as well as for payment of any penalties and interest on such contributions which would otherwise be the responsibility of the City.

Notwithstanding any other agency, state or federal policy, rule, regulation, law or ordinance to the contrary, Contractor’s employees providing service under this Agreement shall not qualify for or become entitled to, and hereby agree to waive any claims to, any compensation and benefit including but not limited to eligibility to enroll in PERS as an employee of City and entitlement to any contributions to be paid by City for employer contributions and/or employee contributions for PERS benefits.

21. CONTRACTOR NOT AGENT
Except as City may specify in writing, Contractor shall have no authority, express or implied, to act on behalf of City in any capacity whatsoever as an agent. Contractor shall have no authority, express or implied, pursuant to this Agreement to bind City to any obligation whatsoever.

22. FACILITIES AND EQUIPMENT
Contractor shall, at its sole cost and expense, furnish all facilities and equipment which may be required for furnishing services pursuant to this Agreement.

23. RECORDS
Contractor shall maintain adequate records to permit inspection audit of Contractor's time-andmaterial charges under this Agreement. Contractor shall make such records available to the City and to other public agencies responsible for approval, funding or auditing the project, during normal business hours upon reasonable notice. Nothing herein shall convert such records into public records and they will be available only to the City or to public agencies involved with approval, funding or audit functions. Such records shall be maintained by the Contractor for three (3) years following completion of the work under this Agreement.

13 24. DESIGN CHANGES OR REVISIONS
No design changes or revisions will be required and no payment therefor will be made except pursuant to the provisions of this Agreement. No extra compensation shall be paid the Contractor for revisions required by reason of omissions or errors by the Contractor in the preparation of the original document, plans, working drawings, or specifications. Changes to the scope of this Agreement shall be negotiated prior to commencement of extra work.

25. OWNERSHIP OF WORK
All finished or unfinished documents, studies, reports, computer files and materials prepared by Contractor and subcontractors under this Agreement shall be considered the property of the City and will be turned over to the City upon demand, but in any event, upon completion of the Project.

The Contractor shall be allowed to retain copies of documents for his permanent records, if desired.

26. INTEGRATION; AMENDMENTS
This Agreement sets forth the entire understanding of the parties with respect to the subject matter herein. There are no other agreements, expressed or implied, oral or written, except as set forth herein. This Agreement may be amended upon written mutual consent of both parties hereto.

Amendment requiring changes in compensation shall be subject to the City's change order procedures.

27. ADDITIONAL SERVICES OUTSIDE SCOPE
Only after written authorization from the City, additional services that Contractor could provide, or cause to be provided, include the following:

A. Additional work related to the Project but not included in the Scope of Work.

B. Additional work caused by changes unrelated to the Scope of Work described herein.

Contractor will be compensated for Contractor time and direct personnel expenses as approved by the City.

28. CHANGES
The City may, from time to time, request changes in the Scope of Services of the Contract to be performed hereunder. Such changes, including any increase or decrease in the amount of the Contractor's compensation, which are mutually agreed upon by and between the City and the Contractor shall be incorporated to this Contract.

29. NON-DISCLOSURE
The designs, plans, reports, investigations, materials and documents prepared or acquired by the Contractor pursuant to this Agreement (including any duplicate copies kept by the Contractor) shall not be shown to any other public or private person or entity, except as authorized by the City.

14 The Contractor shall not disclose to any other public or private person or entity any information regarding the activities of the City except as authorized by the City.

30. JOB SITE SAFETY
The general or prime Contractor who is responsible for means, methods and procedures of the project shall be responsible for job site safety.

The prime contractor and all subcontractors of all tiers shall:

A. Be responsible for the safety of their respective employees as required by law.

B. Come under the jurisdiction and supervision of the general or prime contractor’s job site safety program.

C. Exercise reasonable care to avoid risk of injury to others as required by the professional standard of care.

31. BUSINESS LICENSE
The Contractor, including all subcontractors, shall obtain a business license for work within the City of La Mesa pursuant to La Mesa Municipal Code Sections 6.08.010 through 6.08.240.

No payments shall be made to any Contractor until such business license has been obtained, and all fees paid therefor, by the Contractor and all subcontractors. Business license applications and information may be obtained from the Finance Department, City Hall, 8130 Allison Avenue, La Mesa, CA 91942-5502, (619) 667-1118 or online at cityoflamesa.us/buslic.

32. PREVAILING WAGES FOR PUBLIC WORKS PROJECTS

IF APPLICABLE
A. No professional Contractor or subcontractor subject to the requirements of State of California’s prevailing wages may be awarded a contract, or contracted with, for a public works project (submitted on or after April 1, 2015) unless registered with the Department of Industrial Relations pursuant to Labor Code section 1725.5 [with limited exceptions from this requirement for bid purposes only under Labor Code section 1771.1(a)].

B. This Project is subject to compliance monitoring and enforcement by the Department of Industrial Relations.

33. CONFLICT BETWEEN AGREEMENT AND OTHER DOCUMENTS
In the event of a conflict between this Agreement and any documents incorporated by reference in this Agreement, the terms and conditions of this Agreement shall supersede those contained in any such document incorporated by reference.

15 34. SIGNATURES
IN WITNESS WHEREOF, City and Contractor have executed the Agreement.

ICS, Intelesys, Inc.

By: _________________________________
Aaron Betts, President
Date: _____________

CITY OF LA MESA,
A Municipal Corporation

By: _________________________________
Dr. Mark Arapostathis, Mayor
Date: _____________

By: _________________________________
Greg Humora, City Manager
Date: _____________

APPROVED AS TO FORM

By: _________________________________

CITY ATTORNEY

Attachment: Exhibit A – Cost Schedule and Proposal

Company Name City of La Mesa
Date 7/2/2025
Installed by Quote Expiration 10/30/2025
Contract Length 36 Months
Payment Monthly
Monthly Recurring Service Costs
RingCentral MVP User Count List Price ea. Discount Amount Adjusted Price Total Cost RingCentral Digital Line Advanced MVP (Message/Video/Phone/SMS/Fax) 175 $35.00 $26.51 $8.49 $1,485.75 RingCentral Digital Line Basic (Physical Phone Only, No VM) 100 $14.99 $11.00 $3.99 $399.00 Additional Local Numbers 55 $0.49 $0.00 $0.49 $26.95
Specialty Analog Services Add-On 13 $50.00 $30.00 $20.00 $260.00 $2,171.70
Taxes and Fees Qty List Price Discount Amount Adjusted Price Total Cost P.U.C. Fee (VoIP) NF 1 $8.89 $0.00 $8.89 $8.89
FUSF (VoIP) 1 $285.07 $0.00 $285.07 $285.07
CA Public Purpose Program Surcharge (VoIP) 1 $247.50 $0.00 $247.50 $247.50 E-988 (VoIP) 1 $22.00 $0.00 $22.00 $22.00
e911 (VoIP) 1 $112.75 $0.00 $112.75 $112.75
e911 Service Fee 275 $1.00 $0.00 $1.00 $275.00
Compliance and Administrative Cost Recovery Fee (CRF) 275 $3.50 $0.00 $3.50 $962.50 $1,913.71
$4,085.41
One-Time Items Phone Count List Price Discount Amount Adjusted Price Total Cost Poly Edge E220 IP Phone 15 $165.00 $89.01 $75.99 $1,139.85 Poly Edge E320 IP Phone 145 $251.00 $139.82 $111.18 $16,121.10 Poly Edge E450 IP Phone 15 $355.00 $199.45 $155.55 $2,333.25 Poly Trio C60 Smart Conference Phone 5 $1,263.95 $518.75 $745.20 $3,726.00 Cisco ATA192 Analog Telephone Adapter 13 $294.47 $235.67 $58.80 $764.40 DataRemote 2-port Device (9010 Model) 9 $499.00 $231.00 $268.00 $2,412.00 Connext Equipment and Site Staging (Per Device) 9 $360.00 $0.00 $360.00 $3,240.00 District Tax 1 $132.48 $0.00 $132.48 $132.48
Sales Tax 1 $2,119.73 $0.00 $2,119.73 $2,119.73
P.U.C. Fee (VoIP) NF 1 $12.51 $0.00 $12.51 $12.51
$32,001.32
Intelesys VIP Led Implementation Qty Purchase Price Discount Adjusted Price Total Cost White Glove Onsite Installation 1 $40,513.00 $12,153.90 $28,359.10 $28,359.10 MVP Core Site Build with 1 Core Site and 9 Duplicated Sites 1 $6,057.00 $1,817.10 $4,239.90 $4,239.90 Gold Training Package 1 $7,000.00 $2,100.00 $4,900.00 $4,900.00 Multi-cast paging custom configuration (RingCentral) 1 $4,700.00 $0.00 $4,700.00 $4,700.00 $42,199.00
$49,024.92
($12,256.23)
$74,200.32
$110,969.01
* Pricing is in USD
* 36 month term with Annual Payment
** BUDGETARY PRICING ONLY **
Monthly Recurring Services Total
Total Monthly Recurring Services + Taxes & Fees
Total First Year Cost
Total Annual Recurring Cost
Estimated Free Service Credit Amount
Total Non-Recurring Charges
Recurring Taxes & Fees Total
Total Professional Services Cost
Order Summary
36 month contract, annual payment
One-Time Total

EXHIBIT A

Presenting
City of La Mesa
RFP 25-15
Unified Communications as a Service (UCaaS)
Date: March 18, 2025
Contact: Aaron Betts, President
909-809-7332
[email protected]
Intelesys | Ontario, CA | (888) 546-8353 | www.it4ps.com

EXHIBIT A

Headquarters Location
3155-B East Sedona Court
Ontario, California 91764
888.546.8353 | Intelesys.com
City of La Mesa
La Mesa, CA 91942
Scott,
Thank you for allowing Intelesys the opportunity to present our proposal recommendations for the City of La Mesa’s RFP for a Unified Communications as a Service (UCaaS) solution. Intelesys has elected to present the RingCentral Hosted PBX designed and installed by our local team of professional staff with over 25 years’ experience in the California market.

Intelesys strongly believes you are evaluating two crucial components of a new hosted system, the cloud product itself, which is managed and maintained by the developer in multiple data centers, and the integration of the hosted product to your local facility and users. You will find our response broken down into two areas, each addressing the mutually important functions of product performance / function and product deployment.

Intelesys is a technology solutions company headquartered in Ontario, California, serving the California market for nearly 3 decades. We provide best-in-class technology solutions to government and education institutions, serving as a trusted technology partner providing full management and support of the proposed solution. Intelesys is a certified designer and installer for Ring Central, with local hands on support for third party integrations and network design and assistance for proper deployment and ongoing management of the Ring Central cloud solution.

RingCentral is an award winning hosted VoIP telephone solutions provider with strong market share and financial backing to deliver a well-developed platform delivering constant innovation and improvement.

We have included responses from Intelesys in-line with the responses from RingCentral in Response document.

My staff and I would welcome the opportunity to speak with your team to review our recommendations made in our proposal. Thank you for your consideration.

With Respect,
Aaron Betts
Intelesys, President
909.802.7338 | [email protected]

EXHIBIT A

RingCentral Response to [State] RFP
[Program Name]
RFP Number: ##### -- [mm/dd/yyyy]
RingCentral 1
Response To
The City of
La Mesa
PREPARED BY:

Brian Wiktorski
Account Executive, Public Sector
[email protected]
(619) 765-4511

EXHIBIT A

RingCentral’s Legal Disclaimer & Contractual Matters
Contractual Matters
RingCentral’s price and delivery quoted are predicated on all transactions being governed exclusively by the terms and conditions of the RingCentral Master Services Agreement (the “MSA”). RingCentral’s proposal is provided for informational purposes only and is not intended to be incorporated into any resulting contract. A draft MSA is submitted as an integral part of RingCentral’s quotation. RingCentral is a highly regulated provider of internet communications services subject to a wide array of laws and regulations in jurisdictions in which RingCentral offers subscriptions for RingCentral services. Further, RingCentral has a wholly owned subsidiary certified as a competitive local exchange carrier and is subject to FCC regulations in the USA applicable to telecommunications companies, as well as regulation by the public utility commissions in jurisdictions where the subsidiary provides services. Specific regulations vary but generally include the requirement to register or seek certification to provide the services, to file and update tariffs setting forth the terms, conditions and prices for RingCentral services and to comply with various reporting, record-keeping, surcharge collection, and consumer protection requirements. RingCentral’s MSA is crafted so as to maintain compliance with these various legal and regulatory requirements.

Legal Disclaimer
All information and pricing data submitted by RingCentral in response to the City of La Mesa’s RFP is non-binding and is for evaluation purposes only and is subject to adjustment and/or modification by RingCentral after its review, consideration, and negotiation of the terms and conditions of a definitive final contract. All data and information contained herein and provided by RingCentral in response to a City of La Mesa RFP is considered confidential and proprietary.

The data and information contained herein may not be reproduced, published or distributed to, or for, any third parties without the express prior written consent of RingCentral.

RingCentral 1

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Request for Proposals
RFP 25-15
Unified Communications as a Service (UCaaS)
RFP Issued: 2/6/2025
Intent to Bid Due: 2/12/2025
Response Due Date: 3/20/2025 @ 10AM Pacific
In partnership with:

Copyright © 2024-2025 Com-Strat, LLC. All Rights Reserved.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 2 of 56

TABLE OF CONTENTS
TABLE OF CONTENTS .......................................................................................................................................................................... 2 1 RFP OVERVIEW ........................................................................................................................................................................... 3 2 EXECUTIVE SUMMARY ............................................................................................................................................................... 5 3 VENDOR INSTRUCTIONS FOR RESPONSE .................................................................................................................................... 8 4 COMPANY INFORMATION ........................................................................................................................................................ 14 5 CURRENT INFRASTRUCTURE AND ENVIRONMENT .................................................................................................................... 20 6 SOLUTION PLATFORM AND ARCHITECTURE .............................................................................................................................. 23 7 UCAAS SOLUTION ..................................................................................................................................................................... 36 8 AUTOMATIC CALL DISTRIBUTION (ACD) ................................................................................................................................... 42 9 SPECIAL APPLICATIONS ............................................................................................................................................................ 43 10 IMPLEMENTATION REQUIREMENTS ......................................................................................................................................... 44 11 WARRANTY, MAINTENANCE AND SUPPORT ............................................................................................................................. 50 12 CONTRACT TERMS AND CONDITIONS ....................................................................................................................................... 53 13 ATTACHMENTS ......................................................................................................................................................................... 56

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 3 of 56

REQUEST FOR PROPOSAL
1 RFP OVERVIEW

1.1 INTRODUCTION
The City of La Mesa, CA (”The City”, Client, Customer) is soliciting Proposals from qualified Respondents (Vendor, Value Added Reseller (VAR), System Integrator (SI)) of various Solutions from qualified Suppliers (Manufacturer, Provider) to replace its aging telephone systems, primarily premises-based NEC systems, with a new Unified Communications as a Service (UCaaS) platform at all of its sites in San Diego County, California. While this project is driven by the lack of manufacturer support of the current systems, Client also wishes to use this opportunity to evaluate new technology that will increase productivity and enhance service quality. The new platform will support a total of approximately 300 users at 9 locations. The City has retained Communication Strategies (Consultant), an independent technology consulting firm, to assist in the design, evaluation, and implementation of this new platform.

Qualified companies are invited to submit an online proposal to the City no later than 10:00AM Pacific Time 3/20/2025.

1.2 CLIENT BACKGROUND
The City of La Mesa, known as the “Jewel of the Hills”, was incorporated in 1912, as a General Law, Council-Manager municipality. The City’s approximate population size is 60,000. La Mesa is a full-service city located in San Diego County, just east of the City of San Diego. La Mesa is approximately 9 square miles in size and is noted for its legacy of Spanish colonial history and local natural springs.

The City currently has an aging NEC on-premises TDM platform and distributed satellite locations that are operating with legacy technology on a “best effort” maintenance plan. The City wants to upgrade its voice communications platform to current generation, move from an onsite model to a more resilient Cloud / UCaaS system that is continuously upgraded and always monitored and realize the cost advantages inherent in a monthly recurring charge (MRC) pricing structure. The IT department also wishes to deploy a familiar client-based software package that replaces physical desk phones with a headset and operator screens that effectively free up desk space, increase end-user productivity and shift interaction to multiple media, including instant messaging, presence, interoperability with schedules and more intuitive ease of use. This RFP lays out requirements and specifications for the kind of platform that addresses these needs and which will benefit the City in the coming years.

For further information see https://www.cityoflamesa.us

1.3 DESIRED OUTCOMES
In approximate order of precedence, Client expects the Solution to provide the following benefits:  Replace the existing legacy telephone system with one that:
o Significantly improve features, functionality, and operation of the City’s voice communication platform o Creates an environment where all employees can work remotely when required o Provides greater ease of use to City residents engaging in municipal services o Leverages latest cloud / hosted technology that’s continuously updated with new features o Puts support in the hands of the service provider, freeing up City staff for projects that directly improve IT service and function
o Substantially improves response times on service issues Vendor shall comply with all sections above.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response  Improved features, functionality, and operation RingEX is the right solution for the City. The table below includes an extensive list of features. This proven, cloud-based functionality will significantly improve the City’s operations.  Employees work remote – RingCentral supports mobile and remote workers. Our phone system is cloud-based and can be used on desktop apps, desk phones, as well as mobile apps —simplifying the management of phone systems across all our international branch offices. Since we are a cloud solution, we can extend all the same security controls that are provided at HQ to home and remote workers.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 4 of 56  Ease of use - RingCentral’s award-winning products and services provide unparalleled flexibility, ease of use, and ease of administration. RingCentral will bring to your organization a comprehensive, complete, cloud-based business communication platform that will unify all your locations, employees, and devices – all under one solution. All of this will be supported by our world class, around-the-clock support and career-grade infrastructure.  Cloud-hosted technology - RingCentral is a global leader in cloud telephony solutions, delivering carrier-grade telephony, advanced features, collaboration tools, and innovative integrations to enhance business productivity.

The RingCentral solution, an award-winning solution designed, built, and operated as cloud-based business communications platforms. The robust and powerful platforms behind these cloud communications solutions are based on a reliable, scalable, and modular architectures. They comprise proprietary technology platforms built from the ground up with R&D in building a comprehensive communication system capable of handling millions of customers. They are designed with enterprise-level scalability, reliability, and security providing unparalleled telephony features. This will be supported by our world-class round-the-clock support and carrier grade infrastructure.  RingCentral as services provider - More than 400,000 customers and millions of users depend on our innovative products and solutions every day for unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions. Our ease of administration, rich feature set, and simple all-inclusive pricing have disrupted the industry, resulting in the fastest company growth in our category, and a strong public market performance. We have held an A+ rating with the Better Business Bureau for over a decade. As the largest hosted VoIP provider, RingCentral handles over 4 billion minutes of voice traffic annually.  Response times - RingCentral customers are immediately notified of issues and outages affecting their service.

Customers are also notified when the issue is resolved, what the issue was, and how it was resolved. With RingCentral, you get strategic call center support. Whether you need help with a specific issue, or you want proactive support services, we are here to help. We provide 24x7 technical service via phone, chat, and portal.

Initial responses and status updates will be tracked and measured within RingCentral's case management system.

Incidents are prioritized according to their business impact and frequency

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 5 of 56 2 EXECUTIVE SUMMARY
In the following section, the Vendor should deliver an introduction to, and summary of, the RFP response and its specific fit for Client.

It should be structured so anyone reading only this section will have a clear understanding of the response and why the solution best fits Client’s specific requirements. Please limit this response to 2-6 pages. Generic and boilerplate responses are NOT acceptable for this section.

2.1.1 Vendors are expected to demonstrate their ability to meet or exceed Client-specific requirements, Desired Outcomes, and business scenarios expressed in this RFP.

2.1.2 Client requires a Solution Architecture overview and description of the technical architecture including a Visio (or equivalent) drawing in this section that shows the internetworking of all equipment, integration points, and applications proposed.

2.1.3 Briefly summarize the typical installation Scope of Work and support model for the Solution

2.1.4 Summarize any unique qualities of the Solution and capabilities of the Respondent to meet Client’s requirements Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response
Intelesys Response
Executive Summary
Thank you for allowing Intelesys the opportunity to present our proposal recommendations on the City of La Mesa’s RFP for a Unified Communications as a Service (UCaaS) system. As a top provider of telephone system solutions to local government in Southern California for the last 20 years, Intelesys has thorough knowledge of the unique municipal needs in a communications system. Intelesys has elected to present the RingCentral Hosted PBX, designed and installed by our local team of professional staff.

Intelesys strongly believes you are evaluating two crucial components of a new hosted system, the cloud product itself, which is managed and maintained by the developer in multiple data centers, and the integration of the hosted product to your local facility and users. You will find our response broken down into two areas, each addressing the mutually important functions of product performance / function and product deployment.

Intelesys is a technology solutions company headquartered in Ontario, California, serving the southern California market for nearly 3 decades. We provide best-in-class technology solutions to government and education institutions, serving as a trusted technology partner providing full management and support of the proposed solution. Intelesys is a certified designer and installer for Ring Central, with local hands-on support for third party integrations and network design and assistance for proper deployment and ongoing management of the Ring Central cloud solution.

RingCentral is an award-winning hosted VoIP telephone solutions provider with strong market share and financial backing to deliver a well-developed platform delivering constant innovation and improvement. RingCentral is consistently recognized as a top-rated product in the industry, achieving the coveted top right “Magic Quadrant” ranking by industry analyst, Gartner.

RingCentral partners with industry experts like Intelesys based on our local presence, knowledge of the local market, ability to dispatch local resources, and our ability to seamlessly design and integrate solutions with third party products such as software systems, analog devices and paging systems.

Headquarters Location
3155-B East Sedona Court
Ontario, California 91764
888.546.8353 | Intelesys.com

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 6 of 56 We present our team as an augmentation to the RingCentral offering, delivering more than a commissioned representative; we deliver value and benefits at the same cost. The City of La Mesa will be a client of RingCentral, with a professional advocate in Intelesys to help manage the design, deployment, and ongoing support of the solution, especially when a local resource is ideal.

Key Intelesys Support Advantages:
 AI Voice Greetings – Choose an AI voice of your preference and get a consistent and professional messaging brand with easy to implement changes now and down the road as needs change  Professional Call Flow Development – Our 29 plus years’ experience in designing and installing telephone systems allows us to bring a rich history of what works and how to deliver calls quickly and efficiently to their destination
 Experienced Integrator – From data network design recommendations for high quality voice to external paging systems and door entries, the Intelesys team knows how to tie everything together for a complete, comprehensive solution  Hands-on training and support – Partnering with a local vendor delivers the value of the cloud combined with the access to local technical resources when needed. Onsite training as part of our standard offering allows for the option of a focused class environment to facilitate the best possible system learning and adoption.
 Government Expertise – For over two decades, Intelesys has developed an intimate understanding of the government market sector thru our client partnerships and industry peer groups such as MISAC (Municipal Information Systems Association of California) which we have attended for the past 14 years. Our experience gives us unique insight to specific needs such as public records requirements and community engagement goals.

The core to our successful implementation is a proven project management process. Our company and staff have been professionally managing installations of communications platforms for decades and we have developed a systematic approach to managing a project to completion with proper communication and tracking at all levels. A tightly managed, detailed project plan is the beginning, middle, and end to any successful deployment.

With over 40 municipal VoIP installations in Southern California, we deliver projects on time and within budget, all while maintaining a strong focus on user satisfaction and technology adoption. Technology has changed, but our commitment to proper system design and smooth installations remains the same. We leverage our twenty-nine plus years’ experience and proven methods to deliver exceptional deployments.

RingCentral Response:

Introduction
RingCentral proposes RingEX, our UCaaS solution and RingCX, our contact center solution, for the City. These solutions were created to meet the unique needs of Public Sector, Education, and business entities with a streamlined, modern solution that enables great

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 7 of 56 customer experiences at an all-inclusive, predictable, and cost-effective price. Since 1999, customers have depended on the stability and innovation of RingCentral. As a market leader, we consistently deliver intelligent, connected experiences for customers, employees, and citizens. Our growing customer base trusts us as we collaborate with them to continually innovate as our relationships grow and evolve. RingCentral and its powerful IT and line-of-business analytics enable the Public Sector, Education, U.S. government, and domestic and global industry customers to operate effectively, with the highest level of enterprise-grade security, reliability, and privacy. We are confident that our solutions will meet and exceed the City’s’ RFP requirements by providing a unified experience for communication and collaboration across multiple modes.

How RingCentral’s solutions exceed La Mesa’s requirements Our flagship solution, RingEX, is a proven cloud unified communications product infused with AI capabilities. Using innovative AI intelligence, RingEX unifies calls, texts, video meetings, and fax within a reliable communications solution. This complete cloud phone system is easy to use and includes HD voice, video, SMS, messaging and collaboration, conferencing, online meetings, and fax. We are confident that our cloud-based solution will meet and exceed the City’s VoIP requirements by offering:  All-in-one app – RingCentral’s streamlined solution features one app for calls, video meetings, messaging, SMS, and fax to meet all the City’s needs  Innovative, time-saving AI – The City can simplify their work with a personal AI assistant that captures call notes, transcribes calls, translates messages, and refines writing.  Ability to connect over 400+ integrations – The City can integrate preferred tools easily and quickly with RingCentral’s prebuilt integrations, including Salesforce, Google, Microsoft Teams, and Zendesk that automate workflows and boost productivity  Unmatched reliability and security – Our 99.999% uptime, coupled with our top security certifications ensures a high quality, secure unified communications experience
RingCentral created RingCX to meet the unique needs of Public Sector, government, business, and education entities who expect robust contact center functionality. This streamlined, modern solution enables excellent customer service at an all-inclusive, predictable, and cost-effective price. RingCX brings together cutting-edge RingSense™ AI technology, omnichannel contact center, and RingEX unified communications, delivering a next-generation AI-powered solution with a competitive combination of product, packaging, and pricing.

This solution provides integrated instant messaging, video conferencing, and cloud PBX. This AI-powered solution is easy to deploy and will enable the City to better serve your callers with the information they need quickly and easily. Serving them across various touchpoints results in more personalized and positive experiences. Real-time, AI-generated transcription and post-call summaries through RingSense AITM enable agents to better engage in customer conversation by freeing them from having to take notes or capture action items. RingSense’s conversation intelligence platform uses AI to analyze communications data, automate tasks, and discover insights. Transcripts can be seamlessly stored in CRM systems, facilitating post-call customer management, documentation, compliance, and analysis.

Self-service chatbots enable callers to get questions answered quickly, at their convenience. Real-time, AI-driven agent assistance helps agents navigate customer interactions, guides agents to provide the right information for improved caller support experiences while reducing agent training and attrition.

Solution Architecture
RingCentral’s architecture is built from three layers of network and service redundancy to ensure that our customers’ phone systems are always operational. Our data centers provide the first layer of redundancy. Data between the bi-coastal locations is synchronized consistently with real time replication in active-active design. Each features a redundant power supply. This ensures seamless operation in case of geographic outages as well as any natural disasters and delivers 99.999% availability. The data centers share hosted facilities space with some of the world’s largest Internet companies and financial institutions. In close physical proximity to the world’s top 20 Internet exchange points, they are also co-located with all the major U.S. telecommunications carriers to maintain the fastest response times and interconnect services possible.

RingCentral manages carrier-grade network operations centers (NOCs) by:  Proactively monitoring 13 different Service Level Agreements (SLAs)  Continuous monitoring VoIP Quality of Service (QoS)  Ensuring VoIP Mean Opinion Score (MOS) quality greater than 4 (out of 5)  Providing a second layer of redundancy through our vendor-agnostic, commodity-based architecture, which is fully replaceable and fault-tolerant  Utilizing both load balancing and failover technology to keep our systems continuously up and running, as a third layer of redundancy (primary and secondary servers contain multiple servers that back up one another)

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 8 of 56 RingCentral’s POD architecture also offers a variety of “self-healing” fail-safes on every layer, including:  Software layer: Oracle GoldenGate replication ensures that each user service is delivered by multiple servers which are load balanced; message storage is replicated via SnapMirror.  Hardware layer: Seamless transfer of services through virtualization is accomplished using VMWare’s VMotion.  Network layer: If a failure is detected, traffic is instantly routed from one data center to the other.

RingCentral’s flexible 2N+ architecture is the key to reliable services through:  Primary + 1 completely redundant system to ensure availability  Add new features and test them without service disruption  Migrate existing users to new features with no loss of service  Provide rolling software upgrades: The RingCentral platform supports hundreds of thousands of users and is designed to handle 4X capacity (currently managing over one billion minutes of voice traffic per year).

Installation – Intelesys will be handling the Installation process with the City staff (please see above response).

Unique Qualities and Capabilities
More than 400,000 customers and millions of users depend on our innovative products and solutions every day for unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions. Our ease of administration, rich feature set, and simple all-inclusive pricing have disrupted the industry, resulting in the fastest company growth in our category, and a strong public market performance. We have held an A+ rating with the Better Business Bureau for over a decade. As the largest hosted VoIP provider, RingCentral handles over 4 billion minutes of voice traffic annually.

We pioneered cloud-based business communications and now offer the most comprehensive collection of capabilities including PBX, fax, conferencing, contact center, web/video meetings, IM, group chat, team collaboration, VM, QoS reporting, live queue reporting, file sharing, and task management, all under a single solution supported by an open platform, enabling further custom development and workflows.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 9 of 56 Vendor Instructions for response

2.2 SCHEDULE OF EVENTS
Dates Activity
Feb 6, 2025 RFP distribution
Feb 12, 2025 Intent to Bid
Feb 18, 2025 @ 10AM PT Bidder’s Conference
Mar 11, 2025 Final Day for Vendor Questions
Mar 20, 2025 at 3PM PT Responses Due
Apr 1-3, 2025 Vendor Demonstrations
Apr 22, 2025 Contract Award or Board Approval (tentative) May 30, 2025 Contract signed (tentative)
TBD, Q2-Q3 2025 Consultation and Design
TBD, Q3-Q4 2025 System Cutover and Deployment

2.3 CONTACTS
All contact regarding this RFP must be made through the online bid system as a submitted question. Answers to questions will be posted for all bidders to review.

2.4 NOT AN OFFER TO CONTRACT

2.4.1 This RFP is not an offer by Client to enter into a contract under these or any other terms. The City shall have the right to make no selection, or its selection decision on any basis, at its sole discretion. All costs for proposal preparation are the responsibility of the Vendor.

2.4.2 All quantities, locations, and other details are best-effort estimates based on a ‘point in time’ at RFP publishing. They may not precisely match the going forward requirements over the period of the negotiated contract.

2.5 INTENT TO BID
Vendors must notify Client of their intention to bid, or not to bid, by the date noted above. You should use the form below for your Intent to Bid and it may be copied into an email response to [email protected].

Vendor Company Name: Intelesys
Sales representative name, telephone
number and email address:

Aaron Betts, 909-802-7338, [email protected]
Technical advisor name, telephone
number and email address:

David Garcia, 909-802-7320, [email protected]
State the Manufacturer, Service
Provider, or System Vendor intends to
propose:

Ring Central

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 10 of 56 Vendor Company Name: RingCentral, Inc.

Sales representative name, telephone
number and email address:

Brian Wiktorski, Account Executive, 619-765-4511,
[email protected]
Technical advisor name, telephone number
and email address:

Carlos Loaiza, Solutions Engineer, 909-906-1410,
[email protected]
State the Manufacturer, Service Provider, or
System Vendor intends to propose:

RingCentral, Inc.

2.6 BIDDER’S CONFERENCE
A bidder’s conference will take place via Microsoft Teams. Teleconference details will be provided to participating Vendors. Please note that not all items or questions brought up during the conference will necessarily be released in an addendum.

2.7 TECHNOLOGY PREFERENCE

2.7.1 The City of La Mesa will only consider a true Cloud or Hosted solution for the replacement of the Client’s existing platform.

Premises solutions are not in scope and will not be considered.

2.7.2 The City will only consider solutions on a system platform that is currently supported by the Provider and represents the current “Go to market” platform for our solution requirements. Solutions that will be End of Sale, End of Life, or End of Service at implementation or within five years of implementation must not be proposed. Furthermore, the Vendor/Provider/Manufacturer must provide written assurance that they will provide ongoing support for the solution and all proposed products for six years after the date of the proposal or a minimum of five years after the date of purchase.

Client will only consider factory-new (not used or refurbished) equipment or hardware.

2.8 RFPRESPONSE INSTRUCTIONS

2.8.1 The Client’s requirements are summarized in this RFP Word Document as well as the RFP Excel spreadsheet Schedules. Both documents should be reviewed in order to engineer a solution that is fully compliant. Each question must be answered in order to be considered responsive.

2.8.2 Schedule A Pricing Worksheet, Schedule B Counts and Capacities, and Schedule C Features and Functionality are mandatory response documents. Instructions for completing these forms are included on the respective spreadsheets in text boxes or Comments that appear when you hover your cursor over the title of a row or column.

2.8.3 Bill of Material or Services – Vendor must also provide an itemized Bill of Material or Services (BoM) detailing counts, quantities, license level, model and version numbers, and list price organized in a similar fashion to Schedule A but on Vendor’s normal proposal documents. Vendor must ensure that the total cost on the Bill of Material matches the Schedule A – however the pricing in Schedule A will be considered definitive and used for the RFP evaluation. Vendor should include Pro Forma calculations for Sales Tax, Shipping, other Taxes, and Regulatory/Usage Fees and includes these charges in Schedule A and the BoM.

2.8.4 Attachments – Vendors should respond with all documents listed in the final Section “Attachments” in electronic, searchable form. Please use file names that use the section number and/or document name listed in the Attachments section.

2.8.5 Stand-alone response – The RFP response document and RFP Schedules must stand with all responses inline, and without reference to websites, brochures, attachments, or technical documents, and these additional documents will not be read as part of the evaluation.

2.8.6 Response - Vendor should respond in the Word and Excel documents provided, with inline responses. Where the option is given, Vendor must respond to each question with its stated compliance, choosing from the following options:  Comply & Included - Feature/Functionality is included in the proposed solution and price.  Partial Comply & Included - 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 response.  Option Priced, Not Included - Feature/Functionality is available at additional cost, and is not included in the base price for the proposed solution. Pricing is defined on Schedule A in the Options section at the bottom of the spreadsheet.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 11 of 56 It is important to note that any material modification to the questions in this RFP by the Vendor may result in immediate rejection of that proposal. Do not add or delete rows or columns, change formulas, or re-label any cell in the Excel documents. If an error in the RFP is noted, please bring it to Communication Strategies’ attention as soon as possible.  Do Not Comply - Feature/Functionality is not available in the proposed solution. Explanation may be included as to reasons or if it may be in Vendor’s roadmap.

2.8.7 Non-Compliance - For any requirement or question in this RFP; if Vendor needs to state non-compliance, provide an explanation, take exception to a requirement, or state alternate compliance - and a Response line is not provided, the vendor may copy in a “Response/Compliance” line and provide a “Response Description” as needed for that question. Any requirement or question in this RFP where the Vendor does not take Exception or provide explanation will be interpreted to have been “Read, understood, comply and included”. 2.8.8 Compliance - Responses should be stated in the body of the document following the specific questions. Please indicate your compliance (use the provided check ☐ boxes - click on the correct box to change it to ☒) and provide the requested response underneath the compliance line and in BLUE. The following styles below have been created for your convenience. Please note your compliance in bold and explain or answer additional questions on the next line.

2.9 COMPLETE RESPONSIVENESS AND COMPLIANCE

2.9.1 Pricing must be provided for each element in the RFP and any proposal that does not provide pricing in the base price or Option price section (as defined by Schedule A) will be considered non-responsive and may be excluded from consideration.

If Vendors require any further information or discovery in order to respond, it is important that they provide all questions as early as possible in the RFP process to allow Client to research and reply. Pricing should be turnkey including discovery, design, implementation, integration, testing, training, hardware, and software. Any responses along the lines of “Further information is required to provide firm pricing”, or “Pricing will be provided upon further discovery” will be considered noncompliant.

2.9.2 RFP responses may be disqualified if they do not meet the RFP requirements; upon review of any workaround or alternate strategy recommended by the Vendor. Disqualification is not automatic and may be tempered by the overall compliance of the proposed solution, at Client’s sole discretion. Vendor may (within reason) submit a written response/answer to any of the following sections prior to the official due date and the evaluation committee will determine if your response will be considered materially compliant to the requirement if there is ambiguity.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

2.10 CONTRACT DURATION,PRICING AND FLEXIBILITY
Vendors should base their pricing upon the following assumptions.

2.10.1 Duration

2.10.1.1 Vendor’s pricing should be based upon a 3-year contract term.

2.10.1.2 Year 1 can be assumed to be a ramp-up year where the Solution is engineered, design is documented, solution is programmed, solution is tested, UAT and PoC performed. Then the solution is rolled out to between 50-100% of the users. Therefore, Year 1 may invoice less than the full contract cost. Fees during the ramp should reflect actual counts and system usage. Client will pay for actual licenses utilized.

2.10.1.3 No auto-renewal – Term renewals must be explicit. If term renewal is not negotiated proactively, the contract will revert to a Month to Month term at the end of the contracted term, maintaining the then-current contracted rates.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral will include 3 free months on a 3 year agreement or 5 free months on a 5 year agreement. Licenses are live as soon as they are activated with temporary DIDs. After the free service period, RingCentral will bill for the amount of licenses on the initial order form. We can do a ramp up period on the contract. In order to do so we would need the dates and how many licenses will be activated on those dates.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Description – Vendor should answer the question, explain compliance or describe their solution on the next line, still in blue, but not bolded. Where a blank line is not provided already, the correct “Response Description” Style can be obtained by pressing [Enter] at the end of the “Response:” line above.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 12 of 56

2.10.2 Pricing

2.10.2.1 Per unit pricing should be fixed for the term of the contract or capped by a specified inflation rate factor.

2.10.2.2 There should be no minimum charges associated with the contract.  As noted, Client has a strong preference for Solutions with no minimum charges, however if there are any minimum charges, they should be less than 30% of the expected contract value after the ramp and based on the total contract term, not on a minimum annual revenue commitment.  Client should be able to convert minimum charges in one technology area for a different technology area that might better suit their business over the years. For example, reducing agent head count while increasing IVR or AI charges.  Client should also be able to downsize the contract value due to automation or other business changes.

Response: ☐ Comply & Included ☒ Partial Comply & Included ☐ Option Priced, Not Included ☐ Do Not Comply Response: Due to the discounting available to the city, the minimum charge will be the amount of licenses on the Initial Order Form.

Discounting is based on the license quantity and customer is responsible for the license quantity during the term of the contract.

RingCentral can add in an elasticity clause to allow up to 20% decrease per year with a set floor of licenses at 80% of total license count.

2.10.3 Licensing Flexibility

2.10.3.1 A key consideration in the evaluation process will be the solution provider's ability to offer flexible pricing and contract terms with regard to spending and capacity. Please describe the type of license flexibility offered to Client as part of this proposal.

2.10.3.2 Provide a general overview of the licensing model for the proposed solution: concurrent licenses vs. named licenses vs. actual usage. How are licenses monitored?
Response: ☒ Comply & Included ☐ Partial Comply & Included ☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral’s licenses are on a per user basis. These licenses can be re-assigned to different users for example if one employee leaves the city and another employee joins. We are offering discounted licenses based on the quantity in this RFP and can provide 3 or 5 year terms.

2.10.4 If Vendor believes that an alternate term or assumptions would better suit the solution and Client, they must provide justification on why other assumptions should be accepted.

2.10.4.1 Any alternate Contract Term or assumptions must be shared with Client prior to the final RFP Response submission so that Client can provide feedback to the Vendor on whether the alternate assumptions will be acceptable and compliant.

Response: ☒ Comply & Included ☐ Partial Comply & Included ☐ Option Priced, Not Included ☐ Do Not Comply Response: Provider’s Comfort Letter of Support
Vendor should provide a signed and dated letter from the Manufacturer or Service Provider that confirms each and all of the following:  That the Vendor is currently an authorized Value-Added Reseller (VAR).  That the Provider will lock in the proposed discount structure provided to the vendor.  That if the Successful Vendor loses its authorized VAR status, goes out of business, or becomes insolvent; or upon Client request - due to Contract Breach by the Vendor which the Vendor does not reasonably or timely remediate; that the Provider will appoint an alternate vendor of Provider’s and Client’s mutual acceptance, and for the remaining term of the contract with Client that the Provider will honor the prices and discounts offered to the Successful Bidder and Client.  Provider should confirm that the Solution being proposed is the current ‘Go To Market’ commercial offering, that there are no known plans to discontinue the Solution within the next 5 years, and that Manufacturer hardware and software support will be available for at least 5 years post implementation.  The manufacturer should also agree to accept any hardware, software or licensing purchased that was not installed or was not needed, for return with no restocking or other fees - and for full refund.

Response: ☒ Comply & Included ☐ Partial Comply & Included ☐ Option Priced, Not Included ☐ Do Not Comply

2.11 PROPOSAL DELIVERY
A soft-copy of the RFP and response documents is required and should be in Microsoft Office format allowing us to save a copy as an editable file for internal review. Please submit proposals online in the form of scanned documents through OpenGov. Only

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 13 of 56 submissions made through the online system will be accepted. File and folder names should be kept very short so that we can save the response internally without exceeding 255 characters total ‘path length’. The vendor is responsible for ensuring timely submission.

2.12 EVALUATION PROCESS
All proposals received by the specified deadline will be reviewed by the Evaluation Committee for content, compliance, proposed costs, and capabilities of the Vendor. After initial screening, the Evaluation Committee may shortlist, for further evaluation, those Vendors deemed most qualified based on a review of the proposals. Vendors are advised that Client, at its option, may award a contract strictly based on the initial proposals. The proposals will be evaluated on the following (in descending order of importance):

2.12.1 Solution Compliance and RFP Response (50%): A complete and concise response to the RFP that meets requirements compliance for Reliability, Functionality, Administration, and all Requirements.

2.12.2 Capacity to Deliver (25%): a solution from a viable Service Provider or Manufacturer by a Vendor with proven ability to design, install, and maintain the system. Vendor and Manufacturer capabilities and experience will be evaluated by their references as well as their RFP responses that meet the specific needs of Client.

2.12.3 Value (25%): A value-oriented solution when considering Total Cost of Ownership (TCO) as defined by Schedule A over the contract term.

2.13 VENDOR DEMONSTRATIONS
Client has set aside the dates noted in the Schedule of Events for Vendors should submit their 1st and 2nd choice for date and time when providing their Contact Information in Section 3.

2.14 PAYMENT SCHEDULE

2.14.1 Client requires milestone payments commensurate with the deployment timeline for this size of a project.

2.14.2 Please describe below how Vendor, Service Provider and Telco will structure payments and milestones.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response – RingCentral can invoice on a monthly or annual basis. The first 3 months on a 3 year agreement or 5 months on a 5 year agreement will have Free Service Credits applied towards the invoices in the amount shown on the initial contract. Since all licenses are activated when the account is setup, this billing is immediate, and the free months are to offset the time of implementation. We can negotiate a phased deployment to activate licenses at specific dates to help meet the deployment timeline.

Intelesys Response – Intelesys will comply with the City’s schedule on payments for the Professional Installation Services. Intelesys typically will do a 50%, 25%, 25% payment schedule but is willing to amend this per the City’s typical schedule. The ongoing maintenance payments will be annual upon anniversary of the system.

2.15 RECOMMENDED OPTION UPGRADES
In answering this type of Request for Proposal, Vendors are recommended to provide pricing on the minimum cost alternatives that allow for full compliance with the RFP. However, we would be interested to know what options or upgrades you would recommend to your base configuration. Please name, define, describe, and price each upgrade that you would recommend in your Solution. Please place the brief description and price for these in the applicable “Options” section of Schedule A.

Additionally, you can use the space below to provide further explanation of any areas of Schedule C that could not be answered fully on the Excel spreadsheet due to format or space limitations.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 14 of 56 Full Legal Name of Vendor: ICS, Intelesys Inc. presenting RingCentral Signer’s Name and Title: Richard Balzer, President
Address: 3155 Sedona Court Bldg. B Ontario, CA 91764
Phone #: 909-305-1500
E-Mail: [email protected]
Contractor’s License Number and/or Federal ID #: CA Contractors License #729063, FEID 95-4583269 The following individual is an authorized officer of the company with the authority to commit the company to the terms and requirements of this RFP. This individual, or their agent, has had the opportunity to review this Request for Proposal and asserts compliance with the requirements therein; except where noted otherwise.

I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct, and make an Offer to Contract according to the terms of the RFP response:
3/18/25
Signature Authorizing Vendor RFP Response Date
Physical or Electronic signature is required.

RFP RESPONSE
3 COMPANY INFORMATION

3.1 VENDOR RFPAUTHORIZATION
To receive consideration, proposals shall be made in accordance with the following general instructions:

3.1.1 The signature of all persons signing the proposal shall have the authority to bind the proposer to the offer. The completed proposal shall not alter the questions and specifications provided, nor add/delete/modify the text provided in the RFP request.

3.1.2 The submission of a proposal shall be an indication that the proposer has investigated and fully satisfied themselves as to Client’s requirements and site conditions that will be encountered, and the scope of the work to be performed.

3.1.3 The pricing provided by this proposal is all-inclusive pricing for the turnkey installation of the solution proposed, including but not limited to all discovery, design, implementation, integration, testing, training, trouble shooting, hardware, software, and licenses. Pricing must remain valid for 120 days after RFP response due date.

3.1.4 This RFP, Vendor’s response to the RFP, Appendices, Schedules, Addenda, and written modifications to the RFP requirements will be incorporated into the final contract as indicative of the overall scope of work under which the Vendor is awarded the contract (and as a material inducement for Client to enter into contract), further defining the contractual obligations responsibilities of the Vendor.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 15 of 56 Full Legal Name of Vendor: RingCentral, Inc.

Signer’s Name and Title: Michael Fiocca, Regional Vice President Address: 20 Davis Drive, Belmont, CA 94002
Phone #: 512-900-8710
E-Mail: [email protected]
Contractor’s License Number and/or Federal ID #: 94-3322844 The following individual is an authorized officer of the company with the authority to commit the company to the terms and requirements of this RFP. This individual, or their agent, has had the opportunity to review this Request for Proposal and asserts compliance with the requirements therein; except where noted otherwise.

I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct, and make an Offer to Contract according to the terms of the RFP response:
3/18/2025
Signature Authorizing Vendor RFP Response
Physical or Electronic signature isrequired.

Date

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 16 of 56

3.2 CONTACT INFORMATION
Responding Company Name: ICS, Intelesys Inc. dba Intelesys Head Office Address: 3155 Sedona Court Ste. B Ontario, CA 91764 Branch Office (responding or closest to Client) Address: 3155 Sedona Court Ste. B Ontario, CA 91764 Sales Representative name, telephone number and
email address:

Aaron Betts, 909-802-7338, [email protected]
Technical Advisor name, telephone number and email
address:

David Garcia, 909-802-7320, [email protected]
What is the UC system manufacturer, platform, model,
and software version being proposed?
RingCentral, Inc.

What model numbers of telephones are being
proposed?
RingCentral supports a variety of
different phone vendors including Polycom, Yealink,
and Cisco. More details and phone pricing for
purchase or rental can be found
here: https://www.ringcentral.com/office/voipphone.html Will the provider carry the Telco services on their own platform or work with another Telephone company?
Provider carries all telco services
What is the Contact Center manufacturer, platform and
software level being proposed?
We are proposing the RingCentral solution. The
RingCentral Contact Center solution provides a cloudbased contact center solution that delivers omnichannel capabilities so businesses can allow customers to engage in the manner they prefer. The
solution leverages technology from NICE inContact,
Inc., and has a comprehensive feature set that
integrates with RingCentral MVP. This enables
businesses to build customer loyalty and increase
productivity by resolving customer issues faster and
more effectively.

What 3rd party solutions are you quoting as part of this proposal?
N/A
Will the Vendor sub-contract any portion of their Scope of Work; if so, to whom, and for which part?
No, all onsite work will be done by Intelesys
employees
Which Warranty/Maintenance Level or Package is
included in the base proposal for the first year (and
additional years if different)?
Intelesys Platinum Municipal Program
Who will provide 1st level warranty/maintenance service and who will Client call when service is needed (Vendor, Manufacturer, Joint, other, etc.)?
As a direct client of RingCentral, platform changes
and questions are easily handled at the provider level
if desired, but as a VIP Platinum municipal account,
Intelesys will be your primary service source
including situations that require third-party
coordination, escalation, identification of issue
causes, and any direct or on-site support deemed
necessary to the client. Intelesys will act on La
Mesa’s behalf in interfacing with RingCentral.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 17 of 56 Responding Company Name: RingCentral, Inc.

Head Office Address: 20 Davis Drive, Belmont, CA 94002
Branch Office (responding or closest to Client) Address: Same as above Sales Representative name, telephone number and email
address:

Brian Wiktorski, Account Executive, 619-765-4511,
[email protected]
Technical Advisor name, telephone number and email address: Carlos Loaiza, Solutions Engineer, 909-906-1410, [email protected]
What is the UC system manufacturer, platform, model, and software version being proposed?
RingCentral, Inc.

What model numbers of telephones are being proposed? RingCentral supports a variety of different phone vendors including Polycom, Yealink, and Cisco. More details
and phone pricing for purchase or rental can be found
here: https://www.ringcentral.com/office/voipphone.html Will the provider carry the Telco services on their own platform or work with another Telephone company?
RingCentral’s platform
What is the Contact Center manufacturer, platform and
software level being proposed?
RingCentral
What 3rd party solutions are you quoting as part of this proposal?
N/A
Will the Vendor sub-contract any portion of their Scope of Work; if so, to whom, and for which part?
N/A
Which Warranty/Maintenance Level or Package is included in the base proposal for the first year (and additional years if different)?
RingCentral supports a variety of different phone vendors including Polycom, Yealink, and Cisco. More details
and phone pricing for purchase or rental can be found
here: https://www.ringcentral.com/office/voipphone.html Who will provide 1st level warranty/maintenance service and who will Client call when service is needed (Vendor,
Manufacturer, Joint, other, etc.)?
RingCentral is an all-inclusive provider, providing superior support services to all its clients for no extra charge. No on-site, extended maintenance service is required as the system is maintained by RingCentral, updating it
automatically to ensure functionality is uninterrupted and of high quality.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 18 of 56

3.3 VENDOR/VAR BACKGROUND

3.3.1 Provide a brief (two or three paragraphs) overview and history of the company responding to the RFP.

Intelesys Response:

Intelesys has been installing voice over IP telephone systems for municipalities in the Southern California market for 23 years. As a municipal expert Intelesys has installed over 50 systems ranging from 100 to 5,500 endpoints within our market, and been involved in the Municipal Information Systems Association of California for over a decade. With over 85% of our business originating from the state local government and education markets Intelesys has gained a wide range of experience and expertise in designing systems that are both cost-effective and resilient matching the needs demanded by municipalities such as the city of La Mesa. Over half of our installations include a direct integration into police 911 call centers utilizing platforms such as NGA 911 and Vesta.

Response: RingCentral proposes a cloud-based solution. Please see our response below.

3.3.2 Please state how many years your company has been selling or installing this manufacturer, this system, and/or the solution being proposed. Please summarize your certifications, annual sales volume with the provider of the solution, Distributor tier and any special recognition awarded by the system Provider of each component (UC, Collaboration, Contact Center, Data Network, SaaS, etc.) you are proposing. How many customers or installations does the Vendor have with this exact same solution, installed within 150 miles of Client’s head office? Intelesys Response:

Intelesys has been partners of RingCentral for over eight years, even utilizing the product as our own internal communication system. As a full-service integrator, Intelesys has earned the distinction of being a certified delivery partner by RingCentral. This certifies that we have demonstrated the technical ability to design, program, install, and maintain the RingCentral platform for our clients. This allows end-users to take advantage of a state of art cloud communication system with the benefit of a local hands-on organization for support. Our client base has consistently recognized Intelesys as one of the key components of their satisfaction with their adopted Unified Communications as a Service solution. Intelesys has over 25 installations of the RingCentral platform in similar design to La Mesa’s.

Our exceptional service as an integrator was honored by California State University, San Bernardino in their coveted annual spirit of the entrepreneur awards as the top service provider in the Inland Empire. This award acknowledges the top company of the year for exceptional service, community involvement, financial strength and peer reviews. As a top award recipient, Intelesys leadership has been involved in giving back to the community for decades.

RingCentral Response: Hosted, Cloud or SaaS System. RingCentral is proposing its cloud solutions, RingEX for UCaaS and RingCX for contact center. RingCentral was established in 1999. As a publicly traded organization, all our SEC financial filings may be accessed under the Investor Relations section of our website here: https://ir.ringcentral.com/home/default.aspx Only answer the following section if you are quoting a Hosted, Cloud, SaaS, or Hybrid System (generically referred to as Cloud).

Capitalized terms are defined earlier in the RFP document.

3.3.3 Provide a brief (two or three paragraphs max) overview and history of the Service Provider company (and Manufacturer, if separate), including a history of the development of the solution being proposed. Include Market Share position and %, industry awards and acknowledgements, analyst rankings etc.

Response: RingCentral is the industry’s leading AI-powered cloud communications and contact center solutions provider, with RingEX, our Unified Communications as a Service (UCaaS) solution, and RingCX, our Contact Center as a Service (CCaaS) solution. The company was founded in 1999 by Vlad Shumis and Vlad Vendrow, becoming a publicly traded company in 2013 (under NYSE symbol RNG). The founders’ vision was to use innovative cloud technologies to enable people to connect on any device from any location.

RingCentral evolved into a market leader that consistently delivers intelligent, connected experiences for customers, employees, and citizens. RingCentral and its powerful IT and line-of-business analytics enable the U.S. government, public sector entities, and domestic and global industry customers to operate effectively, with the highest level of enterprise-grade security, reliability, and privacy.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 19 of 56 RingCentral's extensive cloud experience and fully integrated approach is truly unique in the industry. We provide unparalleled flexibility, ease of use, and ease of administration. RingCentral uses its own RingEX and RingCX technology to support its internal operations. We are a highly strategic and collaborative organization with distributed teams. Our technology stack and internal adoption of those technologies have enabled us to work and collaborate effectively. More than 400,000 customers and millions of users depend on our innovative products and solutions every day for unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions. Our ease of administration, rich feature set, and simple all-inclusive pricing have disrupted the industry, resulting in the fastest company growth in our category, and a strong public market performance. We have held an A+ rating with the Better Business Bureau for over a decade. As the largest hosted VoIP provider, RingCentral handles over 4 billion minutes of voice traffic annually.

Our excellence in the marketplace is evidenced by being the only UCaaS provider to have leadership or top-rank recognition by four major analyst firms:

Analyst Firm Recognition
Gartner  9th year in a row, a Gartner® Magic QuadrantTM Leader for UCaaS, Worldwide  Ranked 1st in all four Use Cases in the 2021 Critical Capabilities for UCaaS, Worldwide  Names a 2021 Gartner Peer Insights Customers' Choice for UCaas, Worldwide
IDC  Leader, IDC Marketscape Worldwide UCaaS Service  Providers for both Enterprise and SMB, 2021 Omdia  #1 Leader in the North American UCaaS Scorecard, five years in a row Frost & Sullivan  2022 Frost Radar North American UCaaS Market Leader for five years in a row

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 20 of 56

3.3.4 Briefly summarize the history of the solution platform being proposed that has brought it to its current point of development. Specify whether the technology is internally developed or developed by a different Manufacturer. Summarize the future vision of the system as it relates to the proposed Solution.

Response: The company was founded in 1999 by Vlad Shumis and Vlad Vendrow, becoming a publicly traded company in 2013 (under NYSE symbol RNG). The founders’ vision was to use innovative cloud technologies to enable people to connect on any device from any location. RingCentral invested years in R&D developing the RingCentral Connect Platform, which is the market’s first open communications platform. Our strong commitment to rapid innovation coupled with our substantial R&D organization and continued technology investment allows us to continue to drive the state-of-the-art in cloud platform technology. RingCentral is architected and able to maintain and upgrade the system with no scheduled downtime.

3.3.5 Will the Vendor/VAR participate in the actual programming, implementation, training, testing, cutover of the Cloud solution? Will the Vendor/VAR participate in maintenance and troubleshooting for the solution? Or, will the Vendor/VAR only participate as a Sales Agent with all installation and maintenance processes completed/delivered by the Service Provider? Intelesys Response: As a certified delivery partner for RingCentral, Intelesys will manage the installation and to and including all system design, programming, implementation, phone deployment, network readiness assistance, training including on-site training as a standard offering if desired, full system testing, on-site system conversion, and on-site support immediately following the conversion to ensure all users are satisfied with the end result. Being a local vendor with nearly 3 decades experience in the Southern California market, Intelesys is able to deliver a superior installation experience with company train personnel rather than relying on outsourced firms to complete portions of the project. The City of La Mesa will have one vendor to interface with as a single point of contact from start to finish.

3.3.6 Does the Vendor/VAR/Service Provider responsible for programming, development, and implementation of the solution come onto Client Site for meetings, or will the deployment be conducted primarily (or exclusively remotely)? Intelesys Response: While Intelesys is prepared to conduct meetings remotely at the city’s discretion, we feel and on-site presence gives us added insight into department needs and potential stumbling blocks with greater visibility of the environment. Our preferred deployment methodology is to have as much direct contact with local staff as possible to ensure the best communication and ultimately the best design developed for the city. We will never hesitate to send out a local hands-on resource due to traveling concerns or cost considerations.

3.4 REFERENCE ACCOUNTS

3.4.1 Provide contact information for a minimum of three customer references, using the same Solution being proposed. Please endeavor to make these references as similar to Client as possible, ideally including: a similar set of features/functionality/complexity, same industry, same size and installing the same system. References will not be called until Vendor is notified that they have been chosen as the preferred solution.

Intelesys Response:

The following references are RingCentral solutions designed, installed, and managed directly by Intelesys staff. Please note you may see these accounts referenced on other RingCentral proposals but they are direct clients of Intelesys. Their inclusion as general RingCentral references further alludes to the success of our partnership with RingCentral.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 21 of 56 CLIENT HIGHLIGHT: City of Hemet
Scott Underwood, [email protected], 951-765-3765
Solution Summery
 Client migrated off their premise PBX to Ring Central Hosted Unified Communications as a Service  Conversion included mission critical Fire and Police Departments  Intelesys managed VIP White Glove Installation
 Defined and programmed station specific e911 address services for first responder location transmission  Intelesys trained all end users
 Intelesys assisted IT staff in proper programming and routing for VoIP optimization  Intelesys also refreshed the entire network infrastructure and WiFi solution before the RingCentral installation occurred.

CLIENT HIGHLIGHT: City of La Canada
Arabo Parseghian, [email protected], (818) 790-8880 Solution Summery
 Client migrated off their premise PBX to Ring Central Hosted Unified Communications as a Service  Intelesys managed VIP White Glove Installation
 Defined and programmed station specific e911 address services for first responder location transmission  Intelesys trained all end users
 Intelesys assisted IT staff in proper programming and routing for VoIP optimization CLIENT HIGHLIGHT: Monterey One Water
Fred Marsh, [email protected], (831) 372-3367
Solution Summery
 Client migrated off their premise PBX to Ring Central Hosted Unified Communications as a Service  Intelesys managed VIP White Glove Installation
 Defined and programmed station specific e911 address services for first responder location transmission  Intelesys trained all end users
 Intelesys assisted IT staff in proper programming and routing for VoIP optimization

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 22 of 56 RingCentral Response:

As a matter of corporate policy, and out of consideration for our valued customers, RingCentral does not provide reference contact information in an RFP response. We can guarantee this same level of respect and privacy for the City of La Mesa should you select RingCentral as your vendor of choice. Because of the volume of requests we receive, our clients have asked that we institute a policy that reflects the value of their time and that we limit these calls to “by appointment only.” Once RingCentral is selected, we will be happy to provide references.

Company name and location City of El Cajon, CA
Contact name, position, and phone number N/A
Solution/Products installed 344 RingEX Advanced, 10 RingEX Basic, Advanced Support, Live Reports, Yealink Phones
Size of system as currently deployed 354 total licenses How long has it been installed ~ 6 months
Company name and location City of Hemet
Contact name, position, and phone number N/A
Solution/Products installed 305 RingEX Advanced, 250 RingEX Basic, Poly Edge Phones, RSI Advanced Analytics
Size of system as currently deployed 555 Total licenses How long has it been installed ~ 10 months
Company name and location City of Oceanside
Contact name, position, and phone number
Solution/Products installed 1,235 RingEX Licenses, 40 RingCX Licenses, 1,500 Additional DIDs
Size of system as currently deployed 1,235 total RingEX Licenses and 40 RingCX Licenses How long has it been installed ~4 months

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 23 of 56 In addition, provide at least one reference account that has experienced negative service issues. Please describe how your organization responded to the issue(s) and possibly improved internal processes.

Intelesys Response:

Intelesys worked with the City to design, program, and install the system in 14 days time due to a carrier termination notice from TPx. Because of this timeframe, some of the staff were unable to attend training. Various call flows were different and users were not happy with the performance. Intelesys worked with the City of make any changes needed to improve the functionality. Anytime we have a situation like this we will setup a weekly call with the main point of contact(s) at the client and review the issues and progress until complete. Intelesys believes that open communication is the key to moving past any performance issues. Intelesys continues to offer programming reviews and changes if needed to ensure the solution is working as desired.

Company name and location City of La Verne
Contact name, position, and phone number Thomas Lozano
Solution/Products installed RingCentral
Size of system as currently deployed 400 seats
How long has it been installed 2 ½ years

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 24 of 56 4 CURRENT INFRASTRUCTURE AND ENVIRONMENT
For each section below please confirm that the solution being proposed will operate in the environment being described. If the solution is non-compliant with any section below, please copy a Response line beneath the section and explain the non-compliance.

If there are no notes under a section, it will be understood to be “Read, Understood and Comply & Included”

4.1 LOCATIONS AND BRANCHES
Client’s main location is at the City Hall campus in La Mesa, CA. All other satellite locations are within the boundaries of La Mesa and are outlined in the chart below.

LOCATION ADDRESS
City Hall 8130 Allison Ave
Police Dept 8085 University Ave
Public Works 8152 Commercial St
Community Center 4975 Memorial Dr
Adult Enrichment 8450 La Mesa Blvd
Pool 5100 Memorial Dr
Fire Station 11 (includes Administration) 8054 Allison Ave Fire Station 12 8844 Dallas St
Fire Station 13 9110 Grossmont Blvd

4.2 VOICE INFRASTRUCTURE
The City currently has an NEC voice platform installed at City Hall, the Police Department and various satellite locations within the municipal area. These are a mixture of SV9100, SV9300 and SV9500 systems and UG50 gateways. There is also a UM-8700 voicemail system with auto attendants present.

These (except the SV9300, which is now EOL) continue to be manufacturer supported until 2030 per NEC’s guidance; however, the City wishes to move on from this technology and implement true VOIP via UCaaS across its facilities in the near term.

Note that the City currently has all of its police officers on ARJIS communications systems and none of them have voicemail. The plan is for them to all receive a UCaaS license, extension and personal voicemail inbox as part of this RFP and they have been included in the overall count.

Client currently has the following telco/trunking facilities present via AT&T (not including data circuits):

Circuit Type Purp
ose
Speed Qty
Combo trunk group / PRI Voice 1.544 Mbps 1
Basic business access
line
Voice POTS 38

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 25 of 56

4.3 IT INFRASTRUCTURE

4.3.1 Current Network Topology

4.3.2 IT Summary
The current network configuration is relatively flat and simple, reflecting the evolution of added sites and incrementally updated equipment alongside the NEC telephony platform. At the network core is a stack of (3) Cisco Catalyst 3850 switches at City Hall data center. These are connected to a Corbomite firewall that can access the Internet and City internal networks (with an iPrism web filter).

The Core stack also connects to a Cisco Nexus 3548 that is dedicated to the NEC voice telephony platform, which handles all voice traffic and endpoints. The 3850 Core stack also connects for voice purposes to the City’s Metro Ethernet network, which provides connectivity to various Cisco Integrated Services Routers (ISRs) at the following locations via 20Mbps circuits and NEC equipment located there:  Pool *  Fire Station 12 (UG50)  Fire Station 13 (SV9100)  Community Center (UG50)  Adult Enrichment Center (AEC) (SV9100)  Public Works (SV9300) * Note that the Pool has VOIP endpoints off of a switch that connects up to the ISM router. Some of the City locations have channelized T1s (via CSU/DSUs) that use some bandwidth for internal use and the rest for connectivity back to the NEC.

The City Hall Core stack also connects out to various switches in IDFs throughout the site and nearby locations.

The Police Department is located on the same campus as City Hall and is situated across the parking lot from the CH building. It has a NEC Univerge 9500 system in place.

City Hall networking equipment is mostly new. However, gear at the Police Department are reaching or have passed End of Life status, consisting of mainly 2960 switches, and need replacement.

By the time the Client is ready to convert its voice services to UCaaS specified in this RFP, the network will be able to accommodate all necessary IP telephony traffic on its network at all locations.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 26 of 56 Trunking to City Hall and the Police Department are via PRI from the Central Office. The Police Department also has a Public Safety Answering Position (PSAP) that is not part of this RFP specification but does have connectivity back to the City via standard analog lines, which would need to be replicated in any proposed solution.

4.4 CLIENT INFRASTRUCTURE COMPLIANCE

4.4.1 The vendor should note below whether it takes exception with any component of Client’s current Infrastructure or is able to provide any unique benefits relative to Client’s infrastructure. Are there any known or potential compatibility issues with any of the infrastructure standards within Client?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: FXS ports or ATA (analog terminal adapters) were included with the quantities provided in the schedules. These would be used for the PSAP connectivity. Additionally, RingCentral Cloud Connector provides the ability to utilize SIP Trunking for making calls between RingCentral cloud users and a prem based system using a customer provided SBC.

Vendor should list below any all applications or software that will need to be installed for all users including Contact Center Agent, Supervisor, or Manager desktop, OmniChannel, softphone, Workforce Management, Call Recording, Screen Recording, Call Reporting, etc. and what pre-conditions this software require for OS, hardware, browser, etc. (For example, Windows 10, with Intel i5, 8G RAM, Chrome browser, etc.)

4.4.1.1 Additionally, note any network requirements, firewall settings, port requirements, or other LAN/WAN/Internet requirements for any applications that form part of your Solution – including desk phone, softphone, WebRTC or SIP audio connection, software, system administration software, call and screen recording, workforce management, database dips, integrations, screen pops, etc. List any dependencies between applications.

4.4.1.2 Explain any constraints on the software that users may use to control calls and receive the audio of the call over:  Web-based - WebRTC  VPN or LAN based SIP Soft Phone  VDI or other virtualization  Hardware VoIP phones

4.4.1.3 Note below any requirements for service accounts with escalated, admin, or superuser access that will be required in AD, Windows, or other Client systems in order for the Solution to function correctly, or during deployment.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral Network Requirements detail all ports, SuperNets and recommendations for connectivity to our data centers and services.

4.4.2 As previously noted, Client expects that all software and solutions will run on Client’s standard computers, software, etc. unless explicitly noted and remediated. The Client will require a test of any software that will be loaded on computers with our standard system images to ensure compatibility and security.

4.4.2.1 Are Windows, MacOS, IOS, and Android Operating Systems all supported for softphones, UC applications, Contact Center applications, and other core software? If not, which applications are not supported on all 4 OS? What are the supported browsers?

4.4.2.2 Vendors must support updates and patches to underlying operating systems, browsers, and other software that the Solution is built upon or interfaces with. Vendors must conduct regression testing and certification (or remediation to achieve certification) with new software within 45-90 days of release. This is particularly relevant for Windows and Linux operating systems, Java, and browsers.

4.4.2.3 Any and all software that Vendor requires Client to provide must be disclosed and enumerated below.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response:

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 27 of 56 5 SOLUTION PLATFORM AND ARCHITECTURE
Premise and Hosted Vendors should interpret the following questions as needed to be relevant to their solution. Hosted providers must divulge the underlying architecture of their solution as they likely still rely on Data Centers, compute, and Telco connections.

5.1 RELIABILITY REQUIREMENTS
The following additional elements are mandatory in the proposed Solution:

5.1.1 Schedule C sections: Platform Concerns, Reliability, Resiliency; Premise Architecture; Cloud Architecture and other sections specifies the Client’s minimum requirements for resiliency of the proposed solution. Especially of note is the requirement for better than 99.99% uptime and reliability.

5.1.1.1 Explain below how this level of reliability (or better) is provided by the system for Core features/functionality such as UC, Voice, Conferencing, and Contact Center at the turnkey price.

5.1.1.2 If better than the required level of reliability is provided by the Solution, please explain how this is provided.

5.1.1.3 If not already answered in previous sections, please describe which resiliency features have been included into the base price of this RFP response. How does the proposed Solution provide for fault tolerance? Please describe any functionality that makes the Solution inherently fault tolerant. Are there any single points of failure?

5.1.1.4 Discuss how the system is architected to the required reliability as well as how it is enforced by practices and Service Level Agreements (SLA).

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response included.

5.1.2 Client requires that the solution be redundant.

5.1.2.1 Geo-Redundancy – the system should have the ability to separate redundant server loads of the Solution to separate locations and Data Centers within a region and globally. Can you separate the primary and redundant servers for each application between the Primary Data Center and a DR Data Center for Geographic Diversity? What WAN bandwidth, latency and architecture will be required to implement geographic redundancy? Will the servers be active/active or active/passive? Where will the Primary and Redundant Data Centers be located in your solution? If connectivity to the Primary Data Center is lost will phones and softphones automatically failover to the DR Data Center; and if not – what manual steps must be taken? How long will the failover from Primary to DR take, and how would the Solution recover to normal operation upon recovery of the Primary DC? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response included.

5.1.2.2 Branch locations – due to the trend towards centralized trunking and hosted solutions, and the distribution and reliability of cell phones, Client does not require branch survivability for Telephony features. However, Client will still require 1-2 lines per location for alarm lines, elevator phones, and a couple of red emergency phones. How does the Respondent recommend provisioning these lines? Response: ☐ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral POTS Replacement solution is integrated with RingCentral’s trusted communications platform with over five years of 99.999% uptime, ensuring calls are encrypted and comply with strict data security standards.

The POTS Replacement device is also meticulously designed to meet and exceed the stringent requirements for life safety transmission compliance, offering peace of mind with built-in battery backup and optional cellular connectivity to your life-safety devices to safeguard business continuity, even during outages.

5.2 CLOUD SOLUTION ARCHITECTURE AND PLATFORM

5.2.1 Unless fully described elsewhere (such as the Executive Summary, in which case you may refer the reader to that section) provide a brief description and discussion of the architecture of your Cloud Solution. Describe connectivity and communication between its integral parts. Include a Visio to illustrate the proposed architecture (not a generic drawing).

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 28 of 56

5.2.1.1 Where are the data centers and POPs located? Where will the call processing for our implementation be located? Where will it failover to?

5.2.1.2 What data center redundancy exists for power, cooling, Telco services, and WAN connectivity? What tier of data center is the solution located in? How does the proposed Solution provide for fault tolerance?

5.2.1.3 Does the solution meet Soc 2 Type 2 certification? Response: RingCentral's major data centers are located on the East and West Coasts of North America and in Northern and Southern Europe. RingCentral is hosted in geo redundant data centers in the United States (California and Virginia), EMEA (Amsterdam and Switzerland), and Asia Pac (Singapore). RingCentral employs three layers of network and service redundancy to ensure our customers’ phone systems are always on: Our data centers provide the first layer of redundancy. Data between these locations are synchronized consistently with real time replication in Active-Active design. Each features a redundant power supply. This ensures seamless operation in case of geographic outages as well as any natural disasters RingCentral adheres to SOC2 security audit and HITRUST Certification to safeguard the confidentiality, integrity, and availability of personal data.

5.2.2 Are all the ancillary applications (such as the Voicemail, Contact Center, Recording, Reporting, Call Accounting, etc.) built by the manufacturer of the core Solution? If not please provide information regarding the OEM company, their history, and relation with the core Solution manufacturer.

Response: Yes, these applications are part of RingCentral’s solution.

5.2.3 Virtualized Compute Load – Best practice would be to add additional compute resources whenever peak utilization goes above 50%; at what utilization % will the Service Provider add more server resources to a compute node? How does the Service Provider manage the compute environment over time to ensure that additional or growing customers within a compute node don’t start to exceed utilization over time? If Client needs to be moved from one compute node to another due to the overutilization of computing resources within a node, will there be any interruption in operation or functionality? Also, will all historical data (such as call recordings, CC reporting, CDR records, etc.) remain intact and referenceable? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

5.2.4 How can the solution meet Cloud data residency requirements? Assure that all data and processing remains in the US. Deal with data encryption and localization requirements related to Personally Identifiable Information (PII).

Response: ☐ Comply & Included ☒ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral generally stores customer content and account data in data centers located within the same region in which the services are provided. For example, if the services are used by customer’s end users only within the United States, customer content and account data are only stored in data centers in the United States. If services are used by customer’s end users in their United Kingdom office, customer content and account data will be stored only in data centers in the European region. However, customer content and account data related to RingCentral’s RCV messaging platform are only stored in data centers in the United States. Customer acknowledges that these data centers may be accessed by RingCentral personnel outside of the United States to administer and provide you the services.

Definitions:  “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.  “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.  “Home Country” means the United States or the country that is otherwise designated as customer’s primary or home country in the order form.

5.3 CLOUD TELCO SERVICES

5.3.1 Telephone Company and Carrier Services – Vendors must provide this pricing in their RFP response, and responses that state that these prices will be provided or negotiated later will be considered non-compliant and non-responsive.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 29 of 56

5.3.1.1 Does solution base-pricing include unlimited minutes/calls for inbound and outbound calling, DID and Toll-Free numbers? If so, mark “Included” where Telco pricing is requested in Schedule A, otherwise provide pricing.

5.3.1.2 Vendor must provide pricing for inbound Telco traffic based on the quantity and types of phone numbers (toll-free numbers, DID numbers, and similar), quantity of phone calls for each type, and the minutes of inbound usage.

5.3.1.3 Vendor must provide pricing for outbound Telco traffic based on per-call and per-minute rates for each type of traffic.

5.3.1.4 Are there any discounted or bundled minute plans available? Response: ☐ Comply & Included ☐ Partial Comply & Included☒ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral includes unlimited inbound/outbound minutes for US/Canada. Every license includes a DID. RingCentral included Additional Local Number, Toll Free Number, and Toll Free Minutes Bundles as options on the pricing sheet. International calling rates can be found here: https://www.ringcentral.com/support/international-rates.html

5.3.2 Telco Features

5.3.2.1 What type of Telco features do you support for call control, call diversion, call transfer at the cloud, path failover, and redundancy, etc.?

5.3.2.2 Does the Solution support STUN/TURN for call traffic?

5.3.2.3 Does the Solution support STIR/SHAKEN (Secure Telephony Identity Revisited / Signature-based Handling of Asserted information using toKENS) for Caller ID for both inbound (authenticated) and outbound (asserted) traffic?

5.3.2.4 Does the solution support SIP Diversion Headers which allow for an inbound call to the new Platform to be transferred/forwarded at the Carrier level to other outsourced partners or 3rd party call takers (BPO, CUSO, payment processors, etc.)?

5.3.2.5 Does the solution support T.38 Fax over SIP?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

5.3.3 DID numbers – Describe methodology and any limitations concerning porting and/or provisioning DID and toll-free numbers around the world. Vendor must allow Client to retain ownership of DID and toll-free numbers that they bring to the Provider or allow a change of ownership back to the Client at the end of the contract term if the Client decides to move to another Solution Provider. Solution must allow Client to gain/retain ownership of DID and toll-free numbers assigned by the Vendor in the event they move to another solution provider.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: The City authorizes the telephone number porting by RingCentral. RingCentral will provide guidance on porting data collection and assist with submission of porting request(s). The City and RingCentral agree that RingCentral is not responsible for the portability of any individual number or group of numbers. The sign-off of the Professional Services Project Completion Signoff Document will be completed to avoid delays in porting the numbers. The RingCentral Project Manager, at the City’s request, will assist the City with this responsibility by assisting the City with the initial submission of port requests and assist in up to three rejections/resubmissions per location or 90 days from submission, whichever occurs first. Any additional port rejections will be the responsibility of the City. The City will provide RingCentral all appropriate Letters of Authorization (LOAs), billing information, and authorized signer for each location. Porting submissions will include numbers mapped to the correct route as “company” numbers or direct-dial phone numbers.

5.4 TELEPHONES
Note that all questions and references in this RFP to “Telephones” is intended to apply generically to any device used to answer calls, including: hardware desk phones, wall phones, softphones, CC agent and supervisor applications and softphones, softphone on smartphones, conference phones, and 3rd party SIP phones unless explicitly noted in the question.

5.4.1 Telephone Specifications for Client

5.4.1.1 Telephone Specifications are noted on Schedule A in a comment box that can be seen when you hover over the Station name in Column A.

5.4.1.2 All hardware desk phones should be GigE, meaning that they can supply a switched Ethernet port to an attached computer at Gigabit Ethernet speeds.

5.4.1.3 Phones that utilize paper designation strips for button labels will not be accepted.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 30 of 56

5.4.1.4 Industry standard phones (Poly, Yealink, Aastra, etc.) that are flashed to a firmware that is specifically designed to work with the Solution Platform must be able to be flashed back to their original firmware such that they will work as generic SIP phones if Client decides to migrate to another Platform provider in the future.

5.4.1.5 Analog Stations - The proposed system must allow analog stations to access substantially all of the features available to VoIP telephones through the use of feature access codes – especially conference and transfer.

5.4.1.6 FXS (analog station) ports must provide Telco Central Office Line equivalent standard 90v AC at 20 MHz with 5 REN ringing voltage and 48v DC talk voltage in order to interface with 3rd party equipment such as fax machines, modems, etc.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

5.4.2 Telephone Questions

5.4.2.1 Provide a brief description and picture for each telephone being proposed below, including data speed, number of buttons available, how any soft-keys work, and which PoE class (including nominal/max power usage, as well as average/actual power usage). Please note if any of the phones require a wall mount kit. Note which phones support external add-on Direct Station Select (DSS), or Busy Lamp Fields (BLF) button boxes. Please fill in the model number that you have proposed for each phone type into the Notes field of the appropriate line of Schedule A.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral supports Cisco, Polycom, and Yealink phones along with numerous other third-party SIP enabled endpoints.

All phones purchased directly from RingCentral will include a warranty from RingCentral and arrive pre-configured and provisioned, requiring no additional configuration unless custom features are requested/required. If needed, RingCentral can provide additional professional services for device configuration modification. We maintain our recommended up-to-date list of phones for various profiles here - https://www.ringcentral.com/office/voip-phone.html

5.4.2.2 Provide a screenshot and brief description for the Softphone for computers highlighting its features and functionality.

Show examples for both Windows and Mac computers. Will calls to a soft phone be able to ring simultaneously on an attached (USB) headset/handset as well as at the PC? Will computers that do not have multimedia speakers be able to ‘ring’? In some solutions, call control windows for the softphone open in separate windows for every call and often stay up after completing the call. Users often ‘lose’ where the UC window is for call management.

How will your solution solve this issue? If your solution relies on browser-based softphones how do you avoid the same issue related to browser tabs?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Both PC and Mac users have access to the RingCentral App, which provides full Calling, texting and faxing capabilities.

Additional features included with the user license is up to 100 party Video meeting and messaging capabilities, as well as visual voicemail with transcription of the first 60 seconds of each voicemail message. The RingCentral App uses audio devices that are recognized by the operating system and can have a separate source for Ringing, Mic and Speaker audio.

Key points in screenshot below:

1. Ability to Pin the Softphone window for active phone calls

2. Synchronized call log with ability to search and filter

3. Visual voicemail with transcription

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 31 of 56

5.4.2.3 Provide a screenshot and brief description for the softphone for smartphones highlighting its features and functionality. Show examples for both iOS and Android phones. Does the softphone have the ability to extend the voice path over 4G/LTE/5G data, Wi-Fi where available, as well as extending the voice path to ring in on the underlying cellular phone network?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Fully functional RingCentral App for mobile is available on both Android and iOS. Offers the same functionality as the desktop app, including the ability to send and receive faxes & SMS/MMS text messages as well as make and receive phone calls.

RingCentral will monitor the signal strength of WiFi and cellular networks (3G/4G/LTE/5G) and move the call seamlessly and silently throughout the duration of the call as the user roams around locations. Native Android Auto and Carplay by Apple are supported as well for handsfree usage while in vehicles.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 32 of 56

5.4.2.4 Provide a screenshot and brief description for the PC based Operator’s console. Will the attendant console automatically pull database updates from the Call Processor for station extensions? If not, how is this process completed?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Both standard users and operators have access to create their own Heads Up Display of the 100 contacts they interact with most often. This allows for one button click to call action button that is state aware and changes to a click to transfer button when acall is active. Additionally, users can see the presence status and can be popped out as displayed below, so that the main application can be in the background or minimized without losing sight of key contacts.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 33 of 56

5.4.2.5 Do headsets require an external amplifier to provide adequate sound quality and volume? Do the telephones proposed have a “headset” mode where the handset does not need to be removed from the cradle, or is a handset lifter required? Does the phone have a separate headset jack, or does it connect in line with the handset? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: All proposed phones have a dedicated headset port and a dedicated button on the phone for going into and out of headset mode. The port on the phone is amplified and does not require an external amp. Models also support wireless (DECT) headsets that utilize the remote answer/disconnect capabilities.

5.4.3 Departmental “must answer” line – This is a button that appears on a group of telephones to be answered by anybody in a department. Callers would access this line either by direct dial, operator transfer, or zero out of voicemail. It should have multiline attributes so multiple calls can be called into the department simultaneously. Users should also have a Message Waiting Indicator for voicemails to the department in addition to the user’s voicemail. Please describe how this is accomplished on the Solution and phones proposed and any constraints.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral has native support of call coverage keys, pick up groups and shared voicemail boxes. Allowing users to easily identify differentiate calls and messages that are intended for them directly or for coverage. All accessed from within the desktop, mobile and web applications.

5.4.4 Client uses hunt groups extensively throughout various departments. Solution must support hunt groups that will ring multiple phones at the same time. Additionally, some departments prefer circular, round robin, or top down distribution of calls. Describe the features and functionality available for hunt groups in your Solution including any reporting that is available for the number of calls received for the hunt group and the number of calls offered and accepted per employee.

State whether calls can overflow to another extension, hunt group, or voicemail if unanswered within a number of rings.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: The standard RingCentral product provides ACD capabilities, including hunt groups. Customers may create departments/groups and set call-handling rules that govern how inbound calls are taken and/or queued.

5.4.5 Call Coverage Buttons – Some of the telephones at Client have programmable buttons. Many Client employees have at least 2 Shared Line Appearance (DN), Busy Lamp Field (BLF), or Call Coverage Keys (CCK) for other people or departments on their phones, and Assistants/Secretaries cover for up to 6 executives on their phone. Please describe whether your Solution can

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 34 of 56 provide the required functionality with the phones proposed, or how you would provide similar functionality in your Solution.

5.4.5.1 Every user telephone should have the ability to have an appearance of their own line (and the ability to handle multiple calls on that line), and an appearance of at least one other person for BLF/CCK status. BLF buttons should show the state of the monitored telephone and whether the phone is busy on any of its extension buttons.

5.4.5.2 Each CCK button should be individually programmable to ring, not ring, delay ring, or flash only. Users should be able to answer calls ringing at the CCK station by simply pressing the CCK button on their phone. If a call is not answered, it should go to the voicemail of the person originally dialed.

5.4.5.3 If an assistant answers a call and the executive is not able to take the call, the assistant should have a 1 touch button that allows them to put the call on hold for the executive or transfer the call to the executive.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

5.5 VOIPSPECIFICATIONS

5.5.1 Phones – Does the Vendor propose using SIP or proprietary signaling for call setup? Does the system provide an option of running SIP for a telephone’s call setup? How are advanced features supported if using SIP telephones? If Vendor recommends deploying SIP telephones, how is call setup and teardown encrypted and secured? Response: The RingCentral platform delivers standards-based SIP via customers’ Internet Service Provider (ISP)

5.5.2 SIP Compliance – Does the system support SIP trunks, SIP compliant gateways, or SIP telephones from other 3rd party manufacturers? Which manufacturers and telephone companies have been certified with the system? Describe any capabilities or limitations regarding the SIP implementation above or beyond the generic SIP feature set.

Response: RingCentral supports Cisco, Polycom, and Yealink phones along with numerous other third-party SIP enabled endpoints.

All phones purchased directly from RingCentral will include a warranty from RingCentral and arrive pre-configured and provisioned.

Soft end points on tablets, desktops, and mobile devices simply need to be logged into. We maintain our recommended up-to-date list of phones here - https://www.ringcentral.com/office/voip-phone.html

5.5.3 What is the manufacturer’s recommended best practice for CODEC choice, sampling rate, packet size, jitter buffer, etc.? What bandwidth, including overhead and QoS, will each recommended CODEC require? What VoIP CODECs are supported on the platform, i.e. Opus, SILK, G.711, G.722, G.729A, G.729B, H.323, SIP, etc. (list all applicable)? Which CODEC is recommended by the Vendor on the Solution for LAN, WAN, and internet calls – and why? Response: RingCentral offers G.722 codec. In addition to supporting G.722 for audio, RingCentral uses the state-of-the-art OPUS audio codec. HD voice with OPUS has been found to be more efficient than almost every existing codec at each level, with the added ability to dynamically adapt bit rate in response to changes in networks.

QoS – Do all Telephones (hard phones and softphones) natively tag packets with both QoS (DCSP or IP Precedence – Layer 3 in IP Header) and CoS (Layer 2 in Ethernet Header) bits? Do all telephony servers and services automatically tag packets with both QoS and CoS bits? Which Layer 3 DSCP or IP Precedence tags are recommended by the manufacturer for voice RTP traffic and VoIP call control traffic? What network parameters are, or should be observed with the platform, i.e. 802.1p/q, Differential Services (DSCP), weighted fair queuing, Rapid Spanning Tree, VLAN pruning, device discovery, etc.? Response: RingCentral uses standards based DSCP markings. Details can be found in the Quality of Service Guidelines within the previously posted Network Requirements.

Softphones – Does the Vendor propose using WebRTC, SIP, or proprietary signaling for call setup? Does the Solution softphone application have the capability to mark voice and call control packets with QoS? What needs to be done on a computer for the QoS packets to be preserved into the network?
Response: Standards based WebRTC and SIP are utilized for softphones as well. Details can be found in the Quality of Service Guidelines within the previously posted Network Requirements.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 35 of 56

5.6 AUTOMATED ATTENDANT

5.6.1 Automated Attendant (AA) – All incoming calls to the City are currently answered by Automated Attendants that allow callers to Dial by Name, Dial by Extension, listen to recorded information, transfer to departments, and transfer to various internal and external phone numbers. The proposed solution must be able to handle the volume of traffic and incoming lines shown in this RFP for inbound calls without call or port blocking. This functionality may be provided by an AA built into the UC platform, the voicemail system, the IVR, or the Contact Center as might be most reasonable and effective to meet the Client’s requirements.

5.6.1.1 The proposed system should have the ability to provide reports on Automated Attendant traffic, including which options are chosen, when and how many callers hang-up, and which departments callers are transferred to.

5.6.1.2 Many of the greetings and announcements presented in the Automated Attendant are very long. When there is a need to change part of the greeting, the whole greeting must be re-recorded. Does the proposed system have a way of chaining announcement/greetings so that the caller has the impression of a single announcement, but Client could re-record only a portion of the greeting?

5.6.1.3 If there is an outage or emergency in the business, various departments may need to enact an ‘emergency schedule' or ‘outage message’ that would play before normal greetings and inform callers that of the emergency/outage so that callers do not end up reporting the same outage and can call back later – and the system is able to handle the additional load. Describe how this emergency/outage message can be enacted by a manager or supervisor internal to the system or external to the system (remote).

5.6.1.4 If a call is transferred to an external phone number, will the system release (transfer) the call to the Telco so that it no longer uses ports on the Client system, and may avoid double billing of the incoming toll-free call and the outbound long distance call?

5.6.1.5 Describe what functionality is available for AA within the Solution, how call flows are programmed (including a screenshot), what sub-system of the Solution handles AA, and any unique functionality (noting features that are not included in the base price as an Option).

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral's Auto-Receptionist, also known as an auto-attendant, is a feature that automatically handles incoming calls to your company number, offering a professional greeting and routing callers to the appropriate department or person via extension, dial-by-name, or menu options.

Here's a more detailed explanation of the RingCentral Auto-Receptionist:

Functionality:

The Auto-Receptionist acts as a virtual receptionist, handling incoming calls to your main company number.

Call Routing:

It allows callers to reach the correct department or person by:

Dialing by Extension: Callers can dial the specific extension of the person or department they need.

Dialing by Name: Callers can dial by name to reach the desired employee.

Choosing from a Menu: Callers can navigate through a menu to reach the desired destination.

Customization:

Greetings: You can customize the greeting that callers hear when they call your company.

Business Hours: You can set business hours to handle calls differently during regular and after-hours.

Call Handling Rules: You can set different call-handling rules for regular and after-hours.

Benefits:

Improved Customer Service: Ensures all incoming calls are answered promptly and routed properly.

Efficiency: Streamlines call management, freeing up employees for other tasks.

Professional Image: Provides a professional first impression for callers.

Integration:

It's included with all RingCentral Office® packages.

Multi-Level IVR:

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 36 of 56 RingCentral also offers a Multi-Level IVR (Interactive Voice Response) which is an advanced version of the auto-attendant that allows for more complex menu structures and routing options.

5.7 WORK FROM HOME

5.7.1 Client requires that employees be able to work from home (work from anywhere) in the base price.

5.7.2 How can allowing employees to work from home be provided by your solution – describe the functionality and any architectural implications?

5.7.2.1 Describe the applications and per unit pricing required to achieve each of the Work from Home goals for remote employees. Is this base system functionality or additional cost? In either case, Vendor must provide pricing on Schedule A.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral is designed to be used in distributed work environments. Remote users have full access to our comprehensive suite of features regardless of where they are located, as long as they have stable internet connection. RingCentral requires multi-factor authentication for all users (employees, third-party and subcontractors). Access requires Single-Sign-On (SSO), which requires multi-factor authentication via Okta. RingCentral does not require a VPN for desktop clients and physical phones to connect to the cloud solution. All connectivity can be accomplished Over the Top (OTT) via current ISP connections or direct connections from customer-defined locations to RingCentral data centers.

5.7.3 How will the user experience for employees, agents and supervisors differ from normal “in the office” mode? Will the features and functionality available to staff be identical to being in the office? Will supervisors still be able to monitor and listen to agent calls? Will calls be recorded? Will real-time dashboards correctly show the status of remote agents as well as be available for viewing by remote agents?
Response: Yes, the features are the same.

Home based users may need to run their softphone client over Wi-Fi or Cellular LTE/4G/5G depending on where their router is located and which room they will work from. Additionally, many laptops no longer have an RJ45 (LAN) port. Vendor shall not prohibit softphone functionality when running over such wireless connections or require wired connections for all employees. Vendor should describe below any inherent advantages or restrictions of their platform over Wi-Fi and Cellular data connections, including the ability to support QoS over Wi-Fi standards.

Response: Home based users have access to the RingCentral App Web by simply opening a browser, navigating to https://app.ringcentral.com and securely logging in using Single Sign On. Connectivity can be through network types mentioned above as well as being able to utilize the RingCentral App Mobile.

Internet connections that the users utilize at home are typically consumer grade broadband but could also be DSL, 4/5G cellular, and other methodologies. How will the proposed solution support users working in this configuration while still maintaining high quality voice connections?
Response: RingCentral is designed to be used in distributed work environments. Remote users have full access to our comprehensive suite of features regardless of where they are located, as long as they have stable internet connection. RingCentral requires multi-factor authentication for all users (employees, third-party and subcontractors). Access requires Single-Sign-On (SSO), which requires multi-factor authentication via Okta. RingCentral does not require a VPN for desktop clients and physical phones to connect to the cloud solution. All connectivity can be accomplished Over the Top (OTT) via current ISP connections or direct connections from customer-defined locations to RingCentral data centers.

In order to avoid potentially poor sound quality from residential quality internet connections – can the call be extended on PSTN to the user’s home or cellular number but maintain call control within the softphone? Response: User setting allow for external phone numbers to be included in department and individual routing.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 37 of 56

5.8 COMPLIANCE

5.8.1 The Vendor must acknowledge that the entire solution proposed meets or exceeds the highest compliance standards required by law or regulatory action globally, and in each country, that Vendor and Client will operate in - including but not limited to the following categories, as outlined in Schedule C, as well as below.

5.8.1.1 911, E911, and international emergency calling requirements

5.8.1.2 Adhere to current Payment Card Industry Data Security Standard (PCI DSS) standards

5.8.1.3 Guidance for properly storing call/interaction recordings

5.8.1.4 End to end encryption of call control and audio/video, encryption of data in transit and at rest, TLS 1.2 encryption and authentication

5.8.1.5 Please discuss your Solution’s ability to meet Compliance standards worldwide.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral is compliant with all industry standards. We have established a process to ensure that RingCentral meets all industry standards and compliance requirements. We also regularly bring in third-party auditors who provide not only verification and validation of our regulatory framework but also invaluable feedback for optimizing our approach and preparing us for other certifications.

5.8.2 Before any installation can proceed, Client’s Cybersecurity personnel will need to review and approve the proposed solution.

The selected Vendor will need to provide all resources and documentation required to satisfy Cybersecurity requirements and required remedies.

5.8.2.1 What type of security measures have you put in place to ensure data security, such as being SOC 2 Type 2 or ISO27001 accredited? ISO27001 provides best practice recommendations on information security management, risks, and controls within the context of overall information security management systems. If Vendor, Service Provider and Solution operations are not SOC 2 Type 2 or ISO27001 certified, is it on the roadmap, and when will certification be completed?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral views security as a holistic program, starting at the data center level and ensuring secure hosting in the highest possible security tier in all points of presence. The RingCentral platform is deployed across SSAE 16 and ISO 27001 audited data centers, which are protected by the most robust electronic prevention systems, onsite engineering specialists, and security guards. Second, we secure our network with IDS, IPS, SBC, Adaptive Firewall, DLP, VA Tools, NAC, VPN, and IAM. Third, we look at the host and secure this with endpoint protection, OS patches, VA Tools, DLP, IAM, and IDS. Next, we think about data, providing encrypted storage, endpoint data encryption, DLP, IAM, and IV. At the application level, we provide secured provisioning, secured voice, secured web, DLP, VA Tools, IAM, IDS, and IV. We then analyze our business processes, certifying with SSAE16, HIPAA, and McAfee Enterprise Ready. From there we provide additional security at the enterprise level, with a 24x7x365 NOC, Security operations and governance, system hardening, application security, and role-based security.

5.8.3 The vendor must conduct cybersecurity testing and certification annually and provide results of such testing to Client.

5.8.3.1 PCI-DSS questionnaire and certification or Attestation of Compliance (AOC)

5.8.3.2 Cybersecurity audit and questionnaire (not more than annually), including:  Vendor’s contact name/email address for Cybersecurity point of contact  System and Organization Control Report (SOC) - SOC 2 (ideally, Type 2)  International Organization for Standardization (ISO) 27001 Certification  Application Penetration Testing & Vulnerability Scanning Process Descriptions  Service URL (if applicable)  Architecture and/or Data Flow Diagram Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 38 of 56

5.9 E911 COMPLIANCE

5.9.1 Enhanced 911 (E911) – E911 Compliance requirements are enumerated in Schedule C in detail and are incorporated herein by reference, for brevity. E911 compliance, is required by Client in addition to basic 911 compatibility. Vendors must provide any comments or notes to the Schedule C requirements below, especially for any areas of Partial or Non-Compliance.

Describe how your solution would meet the following requirements, as well as your overall E911 strategy and abilities.

5.9.1.1 Regulatory Compliance – whether specifically stated in this RFP or not, the proposed Solution must be compliant with all laws and regulations of the territories in which it is sold or installed. This includes Kari’s Law, RAY BAUM’s Act, and other FCC, national, state, or local laws as currently enforced, or may be required in the future.

5.9.1.2 Vendor and Service Provider must not require Client to ‘sign off’ on E911 Vendor non-compliance, waive the requirement, or indemnify the Solution or Vendor from providing compliance.

5.9.1.3 Besides the 911 functionality requested, what additional E911 advanced functionality does your Solution provide in North America and worldwide?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

5.10 SYSTEM ADMINISTRATION REQUIREMENTS

5.10.1 Administration Portal – Client requires a system administration tool capable of supporting all offices within the enterprise from a simple to use, intuitive user interface. Ideally, the Solution will allow management of the phone system, voicemail, UC applications, Contact Center, etc. from a single unified browser based interface. Please describe all functions and applications the administration tools can support and include screenshots for each application.

5.10.1.1 Describe the Solution administration interface for performing common administration tasks, such as onboarding/offboarding staff, programming buttons and features, modifying permissions, etc.

5.10.1.2 Describe the system administration portal available to System Administrators, Help Desk personnel, BU Leads, Supervisors, and Super Users to administer features, functionality, and flows in the Solution. Are all aspects of the system configuration accessible to Client’s administrators, or can certain features only be administered by the Service Provider? Please provide a screenshot.

5.10.1.3 Please describe all functions and applications the administration tools can support and include screenshots for each application.

5.10.1.4 The proposed solution should provide for a simple administration/programming interface for building Automated Attendant, IVR, and Call flow scripts. Ideally, the solution should provide for drag and drop program blocks that will allow managers to build call flows without having to ‘code’ in programming languages. Provide a screenshot of how to program an AA, IVR, Call Flow.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral is 100% a cloud-hosted solution designed to be managed online with no/minimal assistance from RingCentral. Our system administration is focused on self-service and is portal driven. The solution comes with an online administrator portal in which all moves, adds, changes, and deletions (MACDs) are controlled by the administration of the solution inside your organization. Numerous administrators can be assigned, along with various other profiles with custom levels of access.

Administrators have full managerial control over the system. They can specify the features each user can have. This is enabled via the administrator portal, which allows a system administrator with the highest levels of access, to control every aspect of the solution. RingCentral allows administrators to manage the entire system from anywhere, at any time. They can access the portal through the web or via the mobile application on their smartphone or tablet. Full administrative settings and functionality are available natively on the mobile client. All users are provided their own web-based portal allowing them to configure their own extension settings and voicemail including find me, follow me, and general call handling rules. Users are also able to manage call routing for their out-of-office scenarios, including managing which devices to ring, and in what order. Users can see their own activity log data in the interface. If a user deletes this data, the data is still preserved at an account level. These permissions are customizable with RingCentral’s permissions controls. MACDs can be made instantly through the administrator interface.

RingCentral provides an administrator portal that allows a system administrator with the highest levels of access to control every aspect of the solution. There are no charges associated with the administrative portal or with making a change.

5.10.2 Administration Access – How is security provided to prevent unauthorized access to the administration application?

5.10.2.1 Is there any limit to the number of administrative users that can be given access passwords, if so what is the limit?

5.10.2.2 Can different administrators be given individualized permission levels? Can some administrative users be defined

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 39 of 56 with “view-only” permissions? How many administrative levels can be defined?

5.10.2.3 Will the Solution track a Change Log of which administrator made what change to the system? Provide an example of this changelog and any restrictions on what it will track. Additionally, what other methodologies does your Solution provide to prevent an administrative user error from affecting the reliability of the system? Response: Please see our detailed response to the previous question.

5.10.3 Coordinated Administration – Does the system support synchronization to Active Directory?

5.10.3.1 If a user is added or a name change made in Active Directory, will it download to the Solution? Does Active Directory synchronization happen automatically, or must it be manually ‘run’?

5.10.3.2 After the Solution recognizes an addition or change from Active Directory, what additional steps must an administrator take to complete the creation of a new user in the proposed Solution?

5.10.3.3 What % of your customers would you estimate run Active Directory integration, and are there any inherent benefits or drawbacks?

5.10.3.4 The solution should support Single Sign On (SSO) through SAML2 for the user to any desktop applications and web portals. Is this supported in your solution? If not, what authentication framework does Client need to use for passwords in the network?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral hosts an LDAP directory for our customers so that all extensions within a customer's RingCentral account are accessible via supported hard phones. Additionally, we provide integration with Active Directory (AD) in the form of user sync (add/change/delete). The RingCentral-Okta integration allows RingCentral to benefit from Okta’s AD integration to provide an ADdriven provisioning solution. With Okta, the integration with AD is simple, providing both Single Sign-on (SSO) and provisioning support for any RingCentral customers. The key benefit of integrating Okta with your RingCentral org is that it enables authentication and provisioning to be driven by your existing AD infrastructure. Specifically, the RingCentral-Okta integration allows the following: New user account provisioning based on AD users and groups  SSO support  End users to log in to RingCentral using their AD credentials Okta also supports other non-AD LDAP products including Oracle, Sun, eDirectory, OpenLDAP, and OpenDJ/DS.

5.10.4 Formal System Admin Training should be provided for the Solution.

5.10.4.1 Four users will require complete system administration training on all new systems implemented. Knowledge transfer should occur during the full installation cycle. In addition, administrators should be provided with full orientation on the applications and tools they will need to use.

5.10.4.2 Describe any self-paced or Computer Based Training provided for system administrators. Is this training included with the Solution base licensing and maintenance/support charges?

5.10.4.3 Admin Effort – Please estimate how long it would take a trained System Administrator to add a newly hired employee to the Solution, assuming that they will need a new DID number, a new phone, a new voicemail box, they will be a UC Client user, a Call Center agent in 2 groups with Skills and proficiency in each, and mobility “extend call to cell phone” enabled. How long would it take to add 20 users at one time that have the same characteristics as above?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral strives to achieve a high adoption rate and usability rate for the customer end users and agents. Our RingEX, our UCaaS solution, and RingCX, our contact center solution. Both are straightforward and user-friendly, so we ensure that our training reflects this.For RingEX, our training 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. An example is the functional training provided to a billing/accounting resource differs from the training provided to an executive administrator. Our primary training approach is train-the- trainer. Conducted in the first four weeks of setup, RingCentral builds out the system with the trainers in close contact. RingCentral’s goal is to provide clear familiarity with the solution before the go-live date. Training is usually conducted in 3-4 sessions via web-conference. To train all users on the functionality and features that apply to the individual, RingCentral recommends designating a specific web training to review the

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 40 of 56 set-up of their unique extension, softphone, and mobile application. As a result, users are well-informed and capable of customizing their presence on the system prior to the go-live date.

For RingCX, the training is presented in a layered approach, as one session builds upon the next. This 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 that target the functionality the agent, supervisor, and administrators will use daily. This is provided remotely via RingCentral Video (RCV) and recorded for the CUSTOMER to use for reference back, or future onboarding. The last step is on-site training. In this session, the RingCentral trainer will visit the customer location and provide hands-on training for the agents, supervisors and administrators to further reinforce RingCX’s features, functionality, and usage. Additional sessions are available after "go live," as well as continued education provided at no additional cost via the RingCentral University page for online education. All training services will be scoped into the Statement of Work prior to contracting with Professional Services (PS).

Troubleshooting – What diagnostic tools, logs and reports are available to aid in isolating faults in the Solution? Are all tools available to Client, or must some of the tools be administered by the Manufacturer or Service Provider? Does the Solution have the ability to monitor VoIP traffic Quality of Service (QoS), and Quality of Experience (QoE)?

5.10.4.4 Does this application monitor for underlying network issues (latency, jitter, packet loss) through a network probe, or is the information gathered by the application on the user’s desk phone or softphone?

5.10.4.5 Is the voice quality monitored in real-time, or are the statistics sent at the end of a call?

5.10.4.6 What tools would be used to monitor the network? How will Client be notified in the event there are network issues.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral Quality of Service (QoS), device status, live reports, and alerts are available near real-time/real-time.

QoS gives administrators:  Powerful dashboards with interactive run-time graphical representations for focused monitoring and investigation.  Ability to pinpoint a particular concentration of problematic calls to identify patterns in quality degradation at the country, regional, and local levels.  Easy to understand quality scores for media streams based on transport information, including jitter, latency, packet loss, and codecs.  Tracking of quality trends down to the individual user and call level.

Device status enables administrators to:  Track online and offline devices globally and in real-time.  Gain visibility into device history and unprovisioned devices.  Easily search and filter based on location/IP address, time, and device name.

Live Reports enables queue managers to:  Collect real-time data on the performance of call queues in their customer service center.  Monitor on-hold calls, agent availability, missed calls, and overall service levels.  Analyze queue data to ensure proper staffing levels.  Spot emerging patterns in call traffic to prevent queue overload.

Alerts enables administrators to:  Set up automated monitoring of critical Key Performance Indicators (KPIs) and parameters, such as call quality, device connectivity status, etc.  Receive real-time alerts about issues. Troubleshoot faster by quickly drilling down to the problem directly from the alert notification.  Proactively resolve problems before they impact users and dive into recurring issues for deeper analysis and investigation.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 41 of 56 6 UCaaS SOLUTION
Unified Communications (UC) refers to elements of the solution that include Telephony, Unified Messaging, Mobility, Instant Messaging and Presence, Collaboration and Conferencing, Computer Telephone Integration, etc. Unified Communication requirements have been documented in the RFP, Schedule C, and below. Please include pricing for the following applications on Schedule A.

6.1 TELEPHONE SYSTEM

6.1.1 Telephony Features – Client currently uses the features noted in this RFP and listed in Schedule C. Please respond with your compliance to these features, any features that are not supported, any required work-arounds, and any limitations to the number of phones in a pickup group, ring group, page group, or shared extension.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

6.1.2 Music on Hold – Client requires music on hold (MoH) on all calls. Client should be able to customize the Music on Hold played to the caller by department or phone number called. Will the system allow different departments to have different Music on Hold (or Advertising on Hold) even if they come in through the same Trunk Groups? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

6.1.3 Workplace Safety, Notification and Hazard Identification Senate Bill 553 (California) mandates that all employers in California must establish and implement a comprehensive workplace violence prevention plan, requiring them to identify hazards, train employees, investigate incidents, and maintain detailed records of workplace violence occurrences, effectively making it mandatory for businesses to actively address potential threats of violence in the workplace.

Part of the legislation requires us to have effective means to alert employees of the presence, location, and nature of workplace violence emergencies, such as an active shooter lockdown. While the City is in the process of updating our building alarm system and emergency buttons, the City needs to have the ability to rapidly communicate during emergencies with an internal paging system through the network phones designed for quick dissemination of critical alerts such as workplace violence, severe weather, and other crises.

Please outline your system’s ability to comply with this requirement and how you would implement it in accordance with the City’s specific solution, both below and in the following questions in this section.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Proposed system from RingCentral includes partner provided Algo 8305 paging adapters, allowing for multicast paging to phones and physical interface for wiring to paging systems (either line out or FXS).

6.1.3.1 The police dept. has a night bell that is activated by a contact closure on the NEC phone system. How will your system integrate with a night bell over a paging or analog interface? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Proposed system from RingCentral includes partner provided Algo 8305 paging adapters, allowing for bell scheduling.

6.1.3.2 Paging over VoIP – All City locations do paging through the telephones and do not have overhead paging.

6.1.3.3 Please describe your Solution’s ability to create between 25 and 50 page groups of up to 300 phones each.

6.1.3.4 Describe your ability to create nested groups where a phone can be part of a smaller page group, as well as part of an all call page for the building.

6.1.3.5 Describe your ability to do an all-call page throughout Solution (not currently a requirement).

6.1.3.6 Describe any limitations on paging through telephone speakers if the user is on the phone, if the phone is in Do Not Disturb, or if the user has turned down the volume on the speakerphone.

6.1.3.7 Are there any restrictions in the number of telephones that can be in a page group? Discuss the impact of the network traffic of a page within a location, or across multiple locations. Is paging (as described here) a unicast or multicast data stream? If multicast, what type and specifications must be supported in the LAN/WAN? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 42 of 56 Response: RingCentral allows for the creating of Page Groups. Each page group can have up to 25 devices. Proposed solution includes a partner provided Algo 8305 paging adapter that can in turn send a multicast page to all phones in the VLAN. One adapter has been included for each of the nine named locations. A custom configuration for the phone to receive the multicast page and ignore user attempts to lower the volume has been included as well. All call paging would be accomplished by establishing a page group with all nine paging adapters in the same group.

6.1.4 On Demand Ad-Hoc Call Recording – Please describe how you would provide this functionality, whether desktop software will need to be deployed, how the application is controlled, whether calls will be recorded from the beginning of the call even if recording is activated in the middle of the call, and how an outside caller would be notified that the call is being recorded. In order to meet recording notification laws, will the system play a greeting such as “Recording” or beep on the line every 30 seconds to indicate that the call is being recorded? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral provides free on-demand call recording for all three tiers (Core, Advanced, Ultra). Meanwhile, automatic call recording is available on our Advanced and Ultra tiers. With RingCentral, you are able to record incoming and outgoing calls for one or multiple users. You can enable automatic recording to capture all calls or activate on-demand recording so users can choose to record individual calls as needed. Each account can store up to 100,000 voice recordings online, and the files are available for playback or download for 90 days. If you need to retain call recordings for longer than this time, then you can use the integrated archive tool, which allows you to move the call recordings to external storage via SFTP or to Cloud storage such as Google Cloud, Dropbox, etc. This provides an automatic backup solution, as well as a convenient way of accessing and retrieving stored data.

RingCentral users can search and replay calls based on the user, queue, ANI, custom date ranges, etc. via the RingCentral MVP web portal.

6.2 VOICEMAIL SYSTEM

6.2.1 Client currently uses the features noted in this RFP and listed in Schedule C. It is imperative that any new voicemail platform be easy to use and require users to only press one (1) button for single digit prompting to access commonly used features.

Please respond with your compliance with these features, any features that are not supported, any required work-arounds, and any limitations. Describe your voicemail messaging product offering.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

6.2.2 Unified Messaging – Solution must be able to place a copy of voicemails into the user’s email inbox, and synchronize listening to and deleting messages across all media – directly from the voicemail/UC system, from the email inbox, from smartphones, from softphone applications, etc. Full functionality is described in Schedule C, confirm that all features/functionality are delivered on the proposed Solution, and briefly discuss how this functionality is provided. Note any exceptions or workarounds.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included

6.2.3 Advanced Messaging applications – Briefly describe any advanced capabilities for speech to text transcription of voicemails, voice control of message playback, integration with email calendars to play a different greeting, voice integration with email system to manage emails and calendars, etc. Describe which features are included in the base pricing, or what upgrades are required to add these advanced features to the Solution you are quoting.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral supports both Text-to-Speech (TTS) and Speech-to-Text (STT) technologies.  Text-to-Speech (TTS) allows for written text to be converted into spoken words, enabling applications such as automated notifications, voice messages, and interactive voice response (IVR) systems, enhancing accessibility and user experience.  Speech-to-Text (STT) converts spoken language into written text, making it useful for transcribing calls, generating meeting notes, and enabling real-time communication analysis.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 43 of 56 These technologies enhance communication efficiency, improve customer interactions, and support a range of applications within the RingCentral platform.

6.2.4 Voicemail Transcription (Option) – UM solution transcribes voicemails to text in an email through Speech Recognition.

Please describe how this functionality is provisioned in the solution that you are quoting, and price as an option if available optionally.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Voicemail transcriptions can be included in the email notification, or within the RC App. You can download or copy the transcription, where you can edit that once in the application that you would paste the transcriptions. Transcriptions will either be in the email notification or in the app, there will not be separate emails.

6.3 UNIFIED COMMUNICATIONS, COLLABORATION, CONFERENCING

6.3.1 Unified Communications – Solution should include the Mandatory and Preferred items from this RFP and Schedule C, and provide Option pricing on Schedule A for any items noted as Option. Please summarize the components required to add Presence, Instant Messaging, audio/web/video conference meetings, screen sharing, desktop video, and buddy lists through the telephone system’s native application or your recommended alternate. Vendors should state what, if any, Unified Communications functionality is provided in the base Solution at the price proposed, and what functionality is available at additional cost. Please describe any Unified Communications functionality available with the proposed solution whether included in the price or not.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Everything in our pricing is to meet the requirements of the RFP. We do have additional options such as RingCX but we do not expect the City of La Mesa to require these items.

Microsoft Teams Integration –
The City currently will have deployed Microsoft Teams for Unified Communications, Collaboration, and Conferencing (UCCC) by the time of its transition to the finalist of this RFP. They are interested in options that allow using it as the UCaaS platform across the City’s enterprise or alternatively, as the base for an embedded integration with Vendor’s UCaaS client riding on top of it as an icon available on the control bar in Teams. Please provide a description of your approach and which method you would use in your Solution.

Response: RingCentral for Microsoft Teams is an embedded app allowing for calling, texting and faxing from within MS Teams without an uptick in Microsoft licensing and is included with each licensed user.

6.3.2 Include pricing to integrate the proposed solution with Microsoft Office 365 Teams.

6.3.2.1 Will your solution allow the insert of a call control panel/tab in Teams to allow UC native calls to be made from the Teams desktop client ? What additional software is required for this functionality?

6.3.2.2 Please summarize the components required for the functionality being requested, how it integrates with the UCaaS platform and the desktop computer; screen shots of the application, and any functionality or interoperability with the platform.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Microsoft Embedded Application is included at no extra cost from RingCentral or Microsoft teams. For capabilities and how to install please visit https://support.ringcentral.com/article-v2/RingCentral-s-next-generation-integration-for-the-Microsoft-Teamsdesktop-and-web-app.html?brand=RingCentral&product=RingEX&language=en_US

6.3.3 As a potential option for the future, note your ability to provide dial-tone to Teams through Direct Routing or Operator Connect for a sub-set of users.

6.3.3.1 Please describe your ability to support Direct Routing to Teams, and whether the SBC that you are using is supported by Teams for direct routing. Direct Routing would allow the new phone system to transparently make and transfer calls to/from Teams, as well as provide PSTN dial tone to Teams.

6.3.3.2 Using the Teams integration will users on the UCaaS and/or Teams system each be able to see the Caller ID of the person initiating a call or transfer, the Caller ID of the person being transferred, and in all cases be able to determine that the call is an inter-system call and not a new incoming PSTN call?

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 44 of 56 Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

6.3.4 Does the Solution have the capability to turn off inherent Instant Messaging, Collaboration, and Conferencing features within the telephone system so that users are clear that they should use Microsoft Teams for this same functionality? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

6.3.5 Click to Dial – City would like employees to be able to place calls by clicking a button in common applications.

6.3.5.1 Place calls by pressing the dial button within their email the City from the Contacts or the Global Address List.

6.3.5.2 Place calls from a web browser page. Which browsers are supported?

6.3.5.3 Call should be completed on their softphone or smartphone mobility client. Will a call clicked on a web page complete on a user’s SIP desk phone if they have one configured? Explain.

6.3.5.4 Is there any additional software or licensing required? If so, please describe which application provides this functionality and provide pricing where indicated on Schedule A for all employees.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: No response is included.

SMS Texting Option – Client is considering the ability to do SMS Texting from their DID number on the proposed system through the Unified Communications (UC) environment. Please provide a description of your ability to provide such integrated texting using hard phones, soft phones, integrated mobility phones, CC agents, and email. Provide details on SMS logging and text message searching.

Provide option pricing where indicated on Schedule A.

Response: ☐ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Our SMS APIs supports numerous compliance controls—including message retention/archiving, messaging deletion, and message reviews—and adheres to RingCentral’s strict security guidelines. These include our multi-layered approach to API and App Security through scoped App Credentials (client ID, client secret) and User Credentials (password flow, OAuth 2). For more information on our API and App security, as well as compliance standards, please see our Cloud Communications and Collaboration Whitepaper: https://netstorage.ringcentral.com/documents/cloud_communications_security.pdf

6.3.6 Fax Mail Server (Option) – The current system answers fax calls electronically, converts them to faxmails and delivers these to employees/departments as emails. Describe any fax server functionality of your platform. Will the presented document be a tiff or .PDF (preferred) file? Can a user create and send a fax from their desktop using a custom cover page and a library of pre-existing documents? What format (word, .PDF, excel, etc.) can the pre-existing documents exist in? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral uses Smart Numbers to allow faxing and includes it for all users free of charge. This solution is 100% electronic and managed through email, mobile application, desktop application, or web interface. Faxes are received via email and users can sign and edit faxes electronically. Please see the following link. https://www.ringcentral.com/office/features/internet-fax-service/overview.html This is also supported through RingCentral Internet Fax Service. Windows users can also benefit from the integration between Microsoft Outlook and RingCentral for Desktop to send faxes within Outlook.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 45 of 56

6.4 MOBILITY APPLICATIONS

6.4.1 Describe any Mobility features available in the Solution including Find Me/Follow Me, Press 1 to reach me on my cell phone, and others noted in Schedule C. Note which features are built into the base price of the Solution, and which features are additional cost. Please describe how you will provide the functionality requested above and a screenshot of the user interface.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral allows simultaneous ring for multiple devices and endpoints. Find me and follow me are features included natively in your RingCentral solution.

6.4.2 Extend calls to cell phone – Describe any functionality that the system has to ring a call to a person’s cell phone and desk phone simultaneously in such a way that the call can be answered at either device. When the call is extended to the cell phone, the caller ID of the original calling party should be passed to the display of the cell phone. Does the cell phone interface allow for pressing a digit to accept the call? If the call is answered on the cell phone, how do you get the call back to the desk phone? If the call is answered on the desk phone, how do you extend the call to the cell phone? Provide pricing where indicated on Schedule A.

Response: Each user can define their own Call Handling & Forwarding. This includes, but is not limited to, the order in which softphone (desktop and mobile) then desk phone, external phone numbers and even other users (ring group) can be included in this flow. This powerful routing negates the need to press 1 to reach mobile, as it was already in the native call flow. Additionally, each user also has the ability to define Custom Rules that give the user to further define routing choices based on: Time of Day, Number Dialed or Caller ID. The ability to press 0 to reach the operator is a standard as well.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 46 of 56 7 AUTOMATIC CALL DISTRIBUTION (ACD)

7.1 MANDATORY REQUIREMENTS
The City requires basic ACD capability for certain departments. This should not require advanced agent-type licenses and should be configurable by the Client in an admin portal application. Basic call treatments should be offered that allow the Client administrator to select round robin, “ring all” sets and / or send a call to the longest idle user.

The City requires the following capabilities either via Microsoft Teams or a UCaaS platform with ACD functionality:

7.1.1 Auto attendant trees

7.1.1.1 Ability to modify call flows on the fly by supervisor if needed

7.1.2 Call treatment for incoming calls

7.1.2.1 Hunt group

7.1.2.2 Ring group

7.1.3 Queueing

7.1.3.1 Basic queue administration by a supervisor

7.1.4 Reporting

7.1.4.1 Call volume intervals (busy hour, peak day of week/month)

7.1.4.2 Agent statistics

7.1.4.3 Queue data by hour

7.1.4.4 Exportable to Excel / CSV

7.1.4.5 Able to schedule delivery via email or on demand

7.1.5 Basic queue statistics

7.1.5.1 Calls in queue / calls waiting

7.1.5.2 Average hold time

7.1.5.3 Longest in queue

7.1.5.4 Number of agents
Please describe your capability to provide these features in your proposed solution.

Response: ☒ Comply & Included ☐ Partial Comply & Included ☐ Option Priced, Not Included ☐ Do Not Comply Response: These capabilities are part of the RingCentral solution.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 47 of 56 8 SPECIAL APPLICATIONS

8.1 POLICE DEPARTMENT
The City of La Mesa Police Department (PD) has several unique features that require special treatment. First, they house the PSAP location for the City, which has been described earlier. Outside of the requirements for this RFP, that PSAP unit nonetheless requires connectivity from the presumptive UCaaS solution so that dispatchers and PSAP or Dept personnel can call from that system over to users on the UC platform and vice versa. Second, PD relies on an Eventide recording device for certain extensions. This unit is housed at Public Works and must be integrated into the replacement extensions provided by the new UCaaS platform. Finally, there will be an ongoing requirement for some PD users to have recorded and “stealth” lines that do not show outbound Caller ID, or which can be configured to show different / rotating Caller IDs, depending on the needs of those users (detectives and so forth). These requirements exist outside the desire to provide officers with their own extensions and voicemails as part of the move to the Cloud and should be addressed as described below.

8.1.1 Describe how your solution would integrate individual lines from the Cloud platform over to the PSAP system (Motorola Vesta). Will additional equipment be required to make these connections function (e.g., analog terminal adapters / ATAs, SBCs, etc.)? Have you included pricing for this functionality in the base price on Schedule A? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: ATAs for analog station integration is included in the pricing

8.1.2 How will your solution allow for recording to the Eventide unit from individual extensions? Will these users require hard desk phones or can they work with softphone clients? Are those softphones “thick” clients or are they WebRTC and can either one send the audio stream for recording? How are the outbound streams labeled when they transit the network for later recovery?
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral includes access to APIs for recording calls as well as the use of standards based labeling in the event Port Mirroring is selected regardless of the endpoint.

8.1.3 How does your proposal allow for recording of individual lines? Can your solution provide for periodic reconfiguration of individual outbound Caller ID by extension to allow for privacy when detectives or other PD personnel need to make discreet case-related calls without sending the PD CLID? Is any additional equipment needed for this capability and can it be done via softphone as well as hard phone, including WebRTC versions of softphone clients? Please explain.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral includes On Demand and Full Time Call Recording. Full Time can be enabled by admin on a per user basis and specific to types (i.e. Inbound Only, Outbound Only, Both Inbound and Outbound or Inbound Department calls only). Soft phone users (Desktop, Mobile and Web) can dynamically change their Outbound Caller ID prior to making a call. Deskphone outbound Caller ID can be set by admin and by user with permission. “Blocked” is a common option selected for PD related sensitive calls.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 48 of 56 10 IMPLEMENTATION REQUIREMENTS
The entire “Implementation Requirements” section reflects Mandatory requirements of Client. Vendors should ensure that their proposal will meet the required Scope of Work in this section, as well as other Mandatory requirements throughout the RFP and Schedule C.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

10.1 INTEGRATION WITH CURRENT LAN/WAN

10.1.1 Client will be retaining its current IT infrastructure. Vendor is expected to work in concert with Client, outside Vendors and other specialists to provide recommendations for the configuration of a LAN, WAN, and PSTN configuration that is 100% operational and suitable for the Solution. Vendor will be responsible for providing consultation, best practice recommendations, sample configuration scripts and programming guides for the network hardware and software revision levels that Client has deployed. Network consultation and engineering will include all existing LAN/WAN switches, routers, and firewalls.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

10.2 VOIPNETWORK READINESS ASSESSMENT SOW

10.2.1 VoIP Quality and Performance Expectations – It is expected that a Voice over IP installation will be reliable and provide high quality voice. We define the following as our minimum acceptable performance for VoIP telephone systems (including desk phones, softphones, WebRTC phones – all termed telephones below):

10.2.1.1 For LAN (Premise) or Private/Dedicated/QoS circuit (Cloud) calls, telephones should deliver an average Mean Opinion Score (MOS) of 4.5 (better than toll quality), and minimum Mean Opinion Score of 4.0 (toll quality);

10.2.1.2 For WAN (Premise) or internet (Cloud) calls, telephones should deliver an average Mean Opinion Score of 4.0 (toll quality), and minimum Mean Opinion Score of 3.5 or better (cell phone quality);

10.2.1.3 Telephone calls will be free of echo, choppiness, delayed audio, sound artifacts, poor sound quality, and dropped calls.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys will ensure the network within the city is such that voice traffic will perform within the required parameters listed here in the RFP. With a hosted system, the PBX resides in a hosted data center which is reached via the open internet. As with all hosted systems, the internet circuit quality at all the city locations is what will determine the call quality once the call leaves the city’s network. Ensuring enough upstream bandwidth is the best option to provide an internet Mean Score of 4.0.

10.2.2 VoIP Readiness Assessment – Vendor must provide a mechanism of testing Client’s network for appropriate performance and configurations. Many cloud providers allow the download or web access of testing tools that will gauge expected performance of the installed solution. Premise vendors often require the installation of probes and head-end devices to gauge expected performance.

10.2.2.1 Please describe your normal Scope of Work for an assessment and provide a sample of a recommendation report with final findings. Name the tool that will be used for the assessment and whether any part of the assessment will be sub-contracted to a 3rd party.

Intelesys uses a suite of products for internet bandwidth connectivity assessments which include but are not limited to Auvik. Intelesys has included a sample report.

10.2.2.2 Please address how the tool will gauge performance to key locations, all locations, and remote/home locations.

The tools that Intelesys uses will monitor the bandwidth of download and upload speeds as both are critical for a hosted PBX solution. By using industry standards for hosted call size and comparing that against the bandwidth which has been monitored over time, we will determine if the circuit is adequate to sustain quality calls on the proposed solution.

10.2.2.3 Will the solution ensure that end to end Quality of Service tags and prioritization exist? The proposed solution will support end-to-end quality while the call remains on the City’s network. Once the call leaves the network, the quality of the download/upload speeds from the internet carrier will determine the call quality.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 49 of 56

10.2.2.4 Will the assessment be able to generate background data traffic to measure whether voice/video packets are dropped or delayed?
Intelesys performs a load balance stress test that will simulate the amount of traffic the phone system might produce. This will give us an idea of the number of calls that can be sustained on the sections of the city’s network. If proper QoS has been established the segmentation of the data network will prevent other services or applications on the city's network from interrupting the voice and video traffic.

10.2.2.5 Will the assessment be able to identify other network mis-configurations? Intelesys can perform an extensive network assessment that will look at all performance and configuration of the current network if the city chooses.

10.2.2.6 Test results should include: throughput (bandwidth), packet loss, packet delay (latency), jitter (variable latency), and the minimum and average Mean Opinion Scores that can be expected per LAN/WAN segment;

10.2.2.7 Vendor will then interpret, and summarize the findings and provide a verbal and written recommendation for any remediation;
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

Intelesys has performed many VoIP Readiness Assessments both including tools from the carriers as well as our own suite of tools that we use in-house. The Readiness Assessment will give the city an idea if there are any trouble spots that could cause issues once a VoIP phone system is placed on top of it. If any red flags appear during the Readiness Assessment, Intelesys will work with the city’s IT staff to identify and implement any necessary network remediations that will resolve those issues.

RingCentral Response:

RingCentral performs the testing. Please see our detailed response to 9.5.

10.2.3 Best Practice Configuration – After the VoIP Readiness Assessment is completed, a discussion will be held between the Vendor and Client to review all IS infrastructure systems (including all hardware versions, software revisions, and routing/switching programming), and important applications and data flows on the LAN/WAN. Upon completion of this initial discovery, Vendor will provide recommendations for upgrades and remediation as needed, as well as Best Practice documentation and recommendations for deployment of Network and QoS configuration.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

10.2.4 After the initial VoIP network readiness assessment, Vendor will be required to explain and price any additional remediation recommended in order to achieve the goals above. Once Client has implemented the remediation, and the network has been certified through a follow-up assessment, the Vendor and Service Provider/Manufacturer are expected to guarantee the VoIP quality (other than Client or WAN carrier quality issues). If the installation fails the requirements in this Section (for example due to dropped calls, poor quality calls, static, echo):

10.2.4.1 Vendor will have five days to identify the problem,

10.2.4.2 Client (and WAN provider) will assist in problem identification/resolution under the direction of the Vendor,

10.2.4.3 Vendor will need to provide definitive proof that the problem exists in the underlying Cabling/LAN/WAN/Network fabric if there is an assertion to that effect,

10.2.4.4 Vendor will have five additional days to correct the problem if it is in the hardware, software, or Solution they have provided.

10.2.4.5 If the Vendor cannot provide a Solution that supports VoIP quality and reliability to Industry Standards and the specifications of this RFP (after Client’s implementation of any LAN/WAN remediation or upgrades recommended by Vendor), and cannot rectify the problem per the sections above, it will be considered a material breach of contract on the part of the Vendor/Service Provider. Vendor will allow Client to terminate the contract for cause without any contract penalties or termination charges and remove the system once an alternate solution has been put in place by Client.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 50 of 56

10.2.5 PoC Acceptance Criteria will be defined as follows. Client expects that they will move from Proof of Concept to full implementation upon completion of a PoC Delivery and Acceptance agreement.

10.2.5.1 Installation of all applications required by this RFP.

10.2.5.2 Solution is complete, reliable, and meeting Solution specifications.

10.2.5.3 All integrations and functionality specified in RFP and SoW perform to expectations.

10.2.5.4 Solution runs reliably with no outages or downtime for at least 2 weeks.

10.2.5.5 System successfully completes mutually agreed System Integration Testing (SIT – Vendor led), and User Acceptance Testing (UAT – Client led), which will formalize testing of the functionality required in the RFP.

10.2.5.6 Features of the solution are easy to use and logically deployed.

10.2.5.7 Call flows and functionality are demonstrated to meet design criteria.

10.2.5.8 Solution is able to generate reports and alerts to the specifications of the RFP.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

10.3 SYSTEM DESIGN,CALL FLOWS,PROGRAMMING

10.3.1 Vendor is wholly responsible for programming the Solution, and it should be delivered to Client as a turnkey implementation ready for UAT testing, without Client personnel having to program the system.

10.3.2 Client IT will be responsible only for those Solution elements that it has sole dominion over and does not provide the Vendor access to (such as switches, routers, Active Directory, etc.).

10.3.3 Business Unit leads will provide documentation in whatever format is convenient to them of existing call flows, AA/IVR flows, workgroups, skills, etc. and Vendor will be responsible for translating them into the forms and procedures required in the proposed Solution to meet those requirements.

10.3.4 Vendor will assign qualified lead engineering personnel that will work with Client IT and BU CC leads and management to establish processes, procedures, templates, best practices, etc., to allow for standardization between implementation teams.

10.3.5 Vendor is expected to recommend process and flow improvements to the call flows and current business processes so that Client can achieve improvements in employee efficiency and customer satisfaction from this project. The new Solution will NOT be installed ‘like for like’ but will also not be a complete re-design. The intent will be to leverage existing processes but take advantage of current best practices for Client Experience (CX), Client Satisfaction (CS), Digital Transformation, and Automation.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response: Intelesys will perform design review sessions with any of the departments that wish to do so. We will review the current design and discuss if what is currently in place is adequate for the department or if changes are needed. Intelesys will work with city staff to compile the information into an easy-to-understand format and return it to the City representatives for approval. Once all call flow designs have been accepted and approved, programming of the system will commence.

10.4 INSTALLATION
Please indicate your intended compliance with each of the following once you are awarded the contract. The plans and charts do not need to be created at this time.

10.4.1 Responsibility - The selected Vendor is solely responsible for the complete turn-key implementation of the new Solution and all component hardware, software, services, and labor. Vendor may designate their affiliates (including sub-contractors, Service Provider, and Manufacturer), but Vendor remains responsible. Furthermore, Client is not responsible for the installation of the Solution.

10.4.2 Software Deployment – Vendor is responsible for creating a “pushable” installation package and “answer” script for any required desktop software applications that will install as a silent installation and will not require an administrator account at desktop, ‘per user’ customization, IT visits to each desktop, or end user customization. Once this package is created by the Vendor, Client will push the software image through GPO, SCCM, or other means to each client computer.

10.4.3 Single Point of Contact – Successful Vendor will provide a single point of contact for all installation work. The Successful Vendor shall appoint a Project Manager for the duration of the project. The Project Manager will be subject to Client approval.

EXHIBIT A

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10.4.4 Programming Information – Successful Vendor will be responsible to perform needs analysis, application discovery, call flow design and all programming, with Client oversight.

10.4.5 Telco Coordination – For Hosted implementations, or when the Vendor is including PSTN/LD access with their solution, the Vendor or Service Provider is responsible for gathering CSRs from the current Telco, validating that all lines are portable, issuing the Port order and escalating/remediating any issues related to the Port.

10.4.6 Software Version – Vendor will implement the most recent and stable version of all supplied software. If the manufacturer releases a software update to fix flaws, bugs, or security during the installation timeframe the Vendor will update Client’s system at the earliest reasonable opportunity during a scheduled maintenance window. This maintenance window will be scheduled after hours for service impacting upgrades to an operational and partially deployed system at no extra cost to Client.

10.4.7 Project Plan – Vendor must create a master project schedule, along with a work responsibility matrix, identifying the tasks the Vendor will perform and the tasks Client is expected to perform to successfully implement the new system.

10.4.8 Security – Client requires that security compliance protocols be followed at all times. This may require some or all of the following:

10.4.8.1 Vendor employees being escorted to all work areas on Client premises;

10.4.8.2 Examination and certification of installed systems, programs, applications, and platforms (possibly in a PoC or Sandbox environment) for compliance with Client security requirements and protocols;

10.4.8.3 Individual background checks of Vendor/Manufacturer/SP employees working on solution installation;

10.4.8.4 Other factors deemed necessary by Client CISO and management.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply The Intelesys 6-Phase White Glove Implementation method starts with a project plan. Your dedicated Project Manager will be assigned to help identify, track, and drive all key deliverables and milestones. A copy of a full project plan will be distributed to the client’s team after dates have been identified.

After we have a timeline, we move into Phase 1 – Discovery. During this phase our team will perform network testing, identifying any potential causes for disruption during the project. We will also perform a deep dive of all telecom bills to help identify all client-owned phone numbers. During the discovery process we will also investigate any integrations, existing schedules, and alerts that exist in the current environment.

Once complete, we will move into Phase 2 – Design. During this phase, Intelesys will work with each of the client’s departments to identify numbering plans, a phone layout plan, call flow that the departments would like to see. The client will be provided with user extension worksheets to gather all needed information for the system. We will also work closely with the client’s IT staff to identify IP schemes, paging needs, advanced applications that are needed, LAN/WAN configurations, QOS configuration, and any notifications that should be configured. We will put together a deployment and conversion schedule based on the project plan that works with the client’s needs.

After all design needs have been identified and collected, we will move into Phase 3 – Programming & Deployment. During this phase, Intelesys will create the city’s portal in the Ring Central platform and program the system with the data that has been identified by the client. Concurrently, we will deploy the phones to the city’s designated locations. Intelesys will work with the city on the best deployment strategy for the phones taking into consideration the city staff, current equipment, and timing. Once all call flow and users have been programmed, we will begin testing the various customizations, call routes, automated recordings, menus, and emergency notifications. We will coordinate with the carrier for the porting of the city’s numbers on the schedule date.

After the system has been deployed, we move into Phase 4 – Conversion. During this phase, we will create a training schedule with the client to ensure all members of the staff have been properly trained. All analog devices will be moved to the Ring Central system and all phone numbers will be ported over as well. All other devices that need to be transitioned are moved to the Ring Central system and the entire system is “Cut Over”. Once that is done, testing will be performed to ensure that calls from the carrier are routing to the correct locations, that 911 calls are being delivered properly, and that any advanced applications are performing as expected. The following morning, we will have our staff onsite to perform the Go-Live portion of the conversion. During the first few hours of the morning, we will walk around and answer questions. We will sit with the operator or receptionist to ensure they feel comfortable transferring calls. A punch list of items that need to be addressed will be created and parsed based on severity. We will also work with the client’s IT department to determine what is to be done with the old equipment.

After the Go-Live, we will move into Phase 5 – Wrap-up. During this phase we will train your IT staff to fully administer the dayto-day functions of the system. We will deliver all the documentation of the project and provide warranties, final punch list, and obtain a final customer acceptance.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 52 of 56 Finally, in Phase 6 – Transition, we hand the system to our Support team. Intelesys has a support team that has been rated number 1 during 3rd party independent customer satisfaction survey. Using the Net Promoter Score, our service department has maintained a high 90’s in our rating for 16 consecutive quarters, with an 87 rating over the life of the company. Our highly trained support staff will monitor the system, answer any questions, review support procedures, how to contact us, and introduce our client service portal.

10.5 SIT AND UAT SOLUTION TESTING

10.5.1 UT and SIT – 1 to 2 weeks prior to UAT testing, Vendor will complete Unit Testing (UT) of individual solution components, as well as System Integration Testing (SIT) between various parts of the Vendor provided solution and the Client provided network. SIT should follow Vendor/Manufacturer/Service Provider best practices but be at least as comprehensive as the UAT test plan to ensure that UAT testing will be successful. Vendor will test all parts of the Solution to manufacturer and vendor supplied test plans and correct all defects prior to UAT.

10.5.2 UAT – Vendor will provide a draft a User Acceptance Test (UAT) test plan which Communications Strategies and Client will review and edit to confirm the operation and resilience of all applications to the requirements specified in the RFP.

10.5.3 Vendor shall have a lead technician and adequate support staff onsite and available for UAT system testing at least 2-3 weeks prior to going live with the Solution.

10.5.4 Vendor will provide training to UAT testers so that they know how to use the system during the testing process.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

UAT and SIT testing is standard procedure for Intelesys and a UAT test plan will be provided. Sample UAT checklist has been included as requested in the RFP in section 12. Intelesys will work with the city to establish an accepted testing form and complete the work.

RingCentral Response:

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 solution. After the implementation is complete, comprehensive training may be provided based on the specific training purchased. Once deployed, systems are scrutinized and tested. RingCentral provides a sandbox environment alongside production environments which allows testing and optimization to take place without impacting the existing auto attendant and Interactive Voice Response (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 address issues and refine them. RingCentral provides support for both Quality Assurance (QA) and User Acceptance Testing (UAT) in the executed Statement of Work (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. 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.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 53 of 56

10.6 TRAIN THE TRAINER

10.6.1 Vendor will conduct training sessions to the Client training team to enable the team to be able to conduct training classes on their own with minimal support from the Vendor. These Train the Trainer session will consist of at least the following:

10.6.1.1 User Training – basic telephony

10.6.1.2 Power User Training – advanced features including Unified Communications

10.6.1.3 Console user training

10.6.1.4 System Administrator training and knowledge transfer for all Solution systems

10.6.1.5 Help Desk Support team training including recommended troubleshooting techniques and tools

10.6.1.6 Administrator Training on applications / portals for admin configuration Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

Part of Intelesys’ solution is a full training program to ensure the city has the skills needed to run the presented solution on a day-today basis. Ongoing training both in remote and video options will provide the city with the ability to train as staff turnover in the future. Intelesys will provide instructor-led training for any staff filling the role of trainer. These sessions will have handouts, can be recorded, and be viewed on demand for future refreshers courses.

10.7 USER TRAINING -OPTION

10.7.1 Remote Training Requirements - The successful Vendor should provide optional pricing to conduct direct end user training for all employees. Specify what training plan you have quoted and where you might recommend alternate strategies from our requested Scope of Work.

10.7.1.1 Training classes can be mid to large group (20-50 people per session) live webinar format sessions that allow for some user questions back to the presenter but does not have to provide individualized support for each user.

10.7.1.2 Training should leverage a mainstream conferencing provider or the new UC being installed so that Client does not have to install new software on all user’s computers to attend the training.

10.7.1.3 Basic telephony classes should not exceed 60 minutes (45 minutes preferred)

10.7.1.4 All users will require training on the Solution including telephones, softphones and all installed applications

10.7.1.5 CC agents and supervisors should receive additional CC specific training in at least 2-3 separate groups to allow for ‘coverage’ during training.

10.7.1.6 Operators, Department Answer Points, and power users should receive additional advanced feature training.

10.7.1.7 Training sessions must be recorded for participants that cannot attend the training live, and presented in editable format so that Client can splice or modify the session as needed.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

Intelesys offers training classes that cater to our customers. We can provide training that is customized for the city staff. We offer multiple types of training which include Onsite Instructor lead, Remote Instructor lead, self-paced video training, and quick user guides. The onsite training is hands on, where each user has the opportunity to make and receive a call, transfer, hold, etc.

RingCentral Response:

Please see our detailed response to 5.10.4.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 54 of 56

10.8 TRAINING MATERIALS AND TRAINING SUPPORT

10.8.1 For both User training or Train the Trainer - vendor will provide a training curriculum, training program, as well as training materials. Vendor will prepare a 1-2 page Quick Reference Guide handout that shows how to use the most commonly used features of the Solution, including the phone system, voicemail, UC, and Contact Center. Training materials must be provided in soft copy, and all rights to the training materials will pass to Client once provided.

10.8.2 Computer Based Training (CBT) – Specify what generic or manufacturer/service provider computer based training materials and videos are available and whether they are included in the proposed price.

10.8.3 Client Specific Training Videos – Upon request of Client, Vendor will allow recording of training classes so that Client can generate relevant videos for posting to Client intranet.

10.8.4 Knowledge Base and FAQ – Vendor will provide documentation that client can use for future new hires, as well as to populate an inhouse online Knowledge Base or Wiki. Additionally, Vendor will support Client in generating and answering Frequently Asked Questions that will also be posted to the Knowledge Base.

10.8.5 System Administration training must be provided according to the specifications provided in the System Administration section.

10.8.6 Please state your intended compliance with the section above.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

For our end user and administrator training, Intelesys will provide Quick User Guides that are a great reference for the users after the training. Video recordings of the user training can be put onto the city’s network for quick and easy access to a refresher. Our administrator training is a comprehensive training which covers all the necessary features for the city to manage the solution on a day-today basis. This training can also be recorded and referenced at future dates for a quick reminder on features that are seldomly used.

RingCentral Response: Please see our detailed response to 5.10.4.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 55 of 56

10.9 CUTOVER COVERAGE

10.9.1 Cutover to the new Solution should not impact users during Client’s normal working hours, or disrupt usage of the current telephone platforms. Cutovers will therefore need to be scheduled for minimal service disruption based on Client schedule.

10.9.2 Number porting will be a coordinated effort between Client, Vendor, and Com-Strat personal based on the aforementioned project plan.

10.9.3 The Vendor’s project manager and implementation team will personally coordinate remediation until all reasonable punchlist items are resolved. Engineer and project manager will provide programming modifications, escalations to provider, MACs for small changes, trouble ticket prioritization in coordination with Client cutover resources.

10.9.4 After reasonable punchlist items are resolved, additional issues will be moved to an exception list and will be tracked by Vendor with an action plan, responsible person, and deadline for completion. Vendor will provide daily updates on the remaining exception list items.

10.9.5 State intended compliance with the requirements above, and provide any other best practices or alternate methodologies that you believe would benefit Client. In your response, state whether you have included at least our minimum requirements in your pricing, and whether your additional recommendations are also included in the pricing.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

Intelesys provides onsite Cutover support for all its Municipal installations. During the project, we will also set up a weekly project call that will include key players from both the City and Intelesys to ensure management of the timeline for the project is adhered to and any exceptions are dealt with in a timely manner. During the Go Live date, Intelesys will create a list of punch list items that will prioritize – Critical, Necessary, Cosmetic items. This will allow Intelesys to focus on the items that are business impacting if any such items exist. Also, during Go Live, Intelesys will help any high profile or critical support positions (i.e. – city reception) to be comfortable with the solution.

RingCentral Response:

Cutover will be during normal working hours however will not disrupt the usage of either phone system. Prior to cutover, the City of La Mesa will be able to test the entire system with the assigned temporary phone numbers and make sure everything is working properly. Porting is done in two phases. First, RingCentral ports the numbers into RingCentral and assigns them as a second number to each number that was mapped out in the port. Second, the temporary DIDs are then deleted from the account so the only number assigned to the user is then the ported number. There is no downtime (we do say to expect up to 10 minutes just in case) and even calls that are live will not be impacted.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 56 of 56

10.10 SYSTEM ACCEPTANCE

10.10.1 System acceptance will be defined as follows:

10.10.1.1 All Solution components installed and all core Solution applications and functionality deployed.

10.10.1.2 Certain advanced features and applications may be deployed at a later time upon Client preference at the end of the project, in which case they should be installed and tested before System Acceptance.

10.10.1.3 All training is completed.

10.10.1.4 All installation issues resolved to Client satisfaction.

10.10.1.5 System Administrator and Help Desk training provided that will allow Client to manage the Solution.

10.10.1.6 Client may agree to system acceptance with a mutually acceptable exception list.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

10.10.2 The Client expects that they will move from installation support to warranty/maintenance support only upon System Acceptance and execution of a Delivery and Acceptance agreement. Please define if Vendor has a different requirement for the beginning of the warranty/maintenance period.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

The definition of System Acceptance is in alignment with Intelesys’ procedures. Once System Acceptance has been completed, the city and the system will move into Intelesys’ service & support department. A hand-off call will be set up with the Service Manager that will introduce the procedures for the City of La Mesa to receive support on the solution for the duration of the agreement and beyond.

RingCentral Response: RingCentral acknowledges and agrees to this statement.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 57 of 56 11 WARRANTY, MAINTENANCE AND SUPPORT

11.1 WARRANTY AND MAINTENANCE

11.1.1 ALL hardware, software, other Solution elements, professional services and installation labor provided by the Vendor, Manufacturer or Service Provider must be covered by a 1-year warranty and/or first year maintenance/support plan, and additional years should include Warranty/Maintenance Support (including parts and labor or onsite support if required).

11.1.1.1 What is the Solution’s standard warranty period on hardware, software, installation, and professional services without the purchase of additional maintenance or warranty?

11.1.1.2 Is post implementation warranty/maintenance support provided by the Vendor, the Service Provider, or the Manufacturer?

11.1.1.3 Which of the maintenance options available (Vendor vs. Manufacturer, and which service level) has been included in the base pricing for 1st year Warranty and continual Maintenance support? Why was this level of support proposed?

11.1.1.4 All maintenance during the warranty period and under any maintenance agreements shall be performed by Solution certified personnel that are full time employees of a Manufacturer/Service Provider Certified Vendor.

11.1.1.5 Provide Option pricing on Schedule A to improve the proposed maintenance/warranty to the next best Tier, especially to allow for shorter repair SLA.

11.1.1.6 Warranty/maintenance/support must be included in any recurring charges for the Solution. Note that Client requires a minimum of 1 year warranty, and this must be added to the base price and standard warranty provided.

11.1.1.7 Are there any aspects of the Solution that will not be warrantied? Briefly describe the options available, the cost per year (if it is priced separately), and what is covered.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: Maintenance and support of the system are included at no charge with 24x7 coverage. As a software as a service (SaaS) provider, software upgrades to the RingCentral system are always included at no charge, and all system upgrades occur automatically with no disruption or charge to RingCentral customers. Our physical desk phones are supported with a 90-day moneyback guarantee and a two-year manufacturer warranty. RingCentral maintains a comprehensive list of phones and features including warranty information, which can be seen here: https://www.ringcentral.com/office/voip-phone.html Warranty and maintenance is covered by 24 hours X 7 days X 4 hour repair Service Level Agreement on all proposed hardware, software, hosted services, professional services, and other Solution elements, including:

11.1.1.8 All Core Telephony, Call Processors and Voicemail servers and applications.

11.1.1.9 Critical applications such as Contact Center routing, e911, Call Recording, etc.

11.1.1.10 Unified Communication, Collaboration, Conferencing servers and applications.

11.1.1.11 Core integrations required for accurate Contact Center routing and functioning such as CRM and CTI.

11.1.1.12 Workforce Management applications and integrations – especially if used for employee scheduling.

11.1.1.13 Voice, SIP, PSTN, DSP gateways, appliances, servers, and applications.

11.1.1.14 Edge routers which terminate WAN connections, and Core switches that provide connection to servers above, and Session Border Controllers if they were provided as part of the Solution.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

EXHIBIT A

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11.1.2 Describe the process for opening a ticket, monitoring the status of a ticket, escalating an emergency ticket, the cadence of updates from the Provider on Critical and Normal priority tickets. Describe any portals or reports where Client can view past or current service calls and moves/adds/changes with detailed resolution notes.

Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Intelesys Response:

As your ongoing partner, Intelesys offers the ability to open a support ticket with us via phone, email, or web portal. We will create a unique ticket which can be monitored by the City. Our staff will work the issue and if needed contact the manufacturer on behalf of the City of La Mesa. We will continue to work the issue until a resolution has been found and implemented.

In addition to the providers SLA’s, found in the RingCentral section, Intelesys offers the following SLA commitments RingCentral Response:

All RingCentral users can easily receive support through Live Chat. For complex issues that need additional research or escalation but are not time-sensitive, customer can file a case online through the service web. For critical situations, we highly recommend that customers call support directly. If required, RingCentral can limit the number of people who can contact support. Customer must provide all first-tier support to Customer’s End Users. RingCentral may require Customer’s Helpdesk support personnel to complete a series of training courses on RingCentral’s Services. Such training will be provided online by RingCentral at no additional cost. RingCentral will make second-tier remote support available to Customer’s Helpdesk personnel and/or Account Administrators via RingCentral 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. Onsite and implementation services are not included in the RingCentral Customer Care support. Customer may open a case with RingCentral Customer Care at http://support.ringcentral.com. 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 RingCentral’s authentication protocol. Typically a limited number of people are authorized to submit tickets. This is done to ensure consistency and to provide a layer of security. There is no limit on the number of tickets that can be created.

11.1.3 Please describe your ability to provide routine system monitoring to assure the continued operation of all system components.

11.1.3.1 Will the Vendor or Service Provider automatically notify Client if there is a fault detected in the Solution that might affect Client? What method (phone, SMS, email, escalation trees), and how often during the incident response will the service provider provide updates to Customer?

11.1.3.2 Is there a system health web page that shows the status of all Provider systems, both globally and as related to the Customer’s system?

11.1.3.3 Alarms – Describe the system alarms and alarm notification available from each sub-system in your Solution.

11.1.3.4 Will the Solution automatically open tickets with the Service/Maintenance Provider for proactive resolution, or does the Client have to open a ticket upon noticing a fault? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral provides QoS monitoring tools which will track each leg of each individual call and provide call quality

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 59 of 56 statistics helping IT staff diagnose and troubleshoot issues that may exist on the network which could be causing the issue. We provide our customers with overall system health analytics which can be viewed in the admin portal. We also provide a QoS monitoring tool which allows the dissection of individual calls as well as the overall QoS being experienced in the account.

RingCentral can manage QoS in a variety of ways depending on the connectivity model. OTT, we maintain peering agreements with most major carriers to ensure the data packets take the shortest possible number of hops and additionally manage bandwidth and QoS at the router and firewall level. RingCentral’s monitoring tools allow customers to troubleshoot and identify where issues are happening as it pertains to a particular phone or user, isolate the issue, and take corrective action. Our portal also provides a transparent customer facing tool providing QoS analytics with overall MOS statistics and drill-down capabilities for advanced troubleshooting and problem identification. RingCentral uses Zabbix for alert monitoring, UPTC (in house) for automated monitoring and testing. We also use LogicMonitor for testing. These applications are integrated into our internal operational policies and procedures to ensure effective monitoring and system performance. RingCentral provides QoS analytics available to administrators, allowing troubleshooting to take place in the telephony environment, and assist with troubleshooting. RingCentral has robust incident management procedures that ensure we notify the effected customers depending on the type and severity of the breach.

As part of our Incident Response Guide, the incident response phases include: notification, containment, investigation, evidence, collection, and resolution. Depending on the nature of the incident, we may also perform the following procedures: internal notification, containment, investigation, evidence collection, findings, and external notification. Based on the incident time, we may perform additional work as required in any of the phases listed above. Notifications for service-related issues or updates will be emailed to the contact information on file. Notifications for service-related issues or updates will be emailed to the contact information on file.

11.2 CLOUD WARRANTY QUESTIONS

11.2.1 Upgrade Notification – How will Client be advised of additional software updates/patches/upgrades that will be made to their production environment that could potentially be service impacting?

11.2.1.1 How much notice, what is the outage window, and how often are updates/upgrades rolled out?

11.2.1.2 How much notice, and what is the outage window for critical fault repairs?

11.2.1.3 Can Client opt out of software updates, or schedule it at Client’s discretion? Will Client have the ability to forgo or delay updates and feature enhancements?

11.2.1.4 How will Client be notified of feature/functionality updates that do not require a full upgrade to the system?

11.2.1.5 Will updates and new versions of the Solution be provided first to a Dev/Test Environment so that Client and 3rd party suppliers can perform regression and integration testing of all Client customizations and integrations?

11.2.1.6 What times will service impacting changes be made to Client’s hosted environment? How often is the system upgraded each year? What are the impacts to the customers and agents during these upgrade periods? Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Response: RingCentral’s software is updated across all platforms on a 13-week release cycle. These updates include regular feature and capability enhancement for our customers. We roll out between two to three major releases a year and roughly one minor release per major release (although we have done more than one minor release on top of a major release too). We also do patches as needed to fix issues with our software. In each case, all customers get the updated software/features automatically. Software upgrades to the RingCentral system are always included at no charge and all system upgrades occur automatically with no disruption/in a non-service impacting manner to RingCentral customers. In the case of a firmware version upgrade, our customer support organization determines which change events may necessitate a customer notification. If customer notification is deemed necessary, our customer marketing team is engaged to communicate the change to customers and manages any possible timing conflicts to ensure that the upgrade happens smoothly with no customer interruption.

RingCentral has a thorough change management process in place. All changes are tested and approved prior to roll out in production. Approval levels vary based on magnitude of change. The change management board reviews all change requests. Upon deployment, verification procedures are followed to ensure success. If verification steps fail, NOC will initiate a roll back. We have thorough roll back procedures and plans for changes to be rolled out in production. We record all changes, approvals, comments, etc. in the CMP tool.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 60 of 56

11.3 SERVICE LEVEL AGREEMENT

11.3.1 What are the standard Service Level Agreement associated with your solution? In addition to the providers SLA’s, found in the RingCentral section, Intelesys offers the following SLA commitments

11.3.1.1 How does the SLA define uptime/availability, priority level for tickets, response time interval, status update intervals, mean time to repair (MTTR) targets, etc.?
See chart above

11.3.1.2 What SLA are provided for each Priority Level or severity of outage? See chart above

11.3.1.3 Are SLA only for uptime/availability, or are there SLA for quality/performance such as Mean Opinion Score (voice quality), jitter, packet loss, etc.?
SLA applies to any reported issue

11.3.1.4 What SLA are available for any Telco services (PSTN/LD/TF) and Carrier services (Circuits, backbone, WAN)? Varies by provider but redundancy is always preferred

11.3.1.5 When do timers start for SLA attainment, when the problem starts, when it is reported by the client, or when it is proactively identified by the Service Provider?
When reported by the city to Intelesys or when detected by Intelesys, which ever occurs first

11.3.1.6 What escalation paths and timeframes are available if SLA’s are not being met on a specific ticket, or generally in the contract?
Escalation is available by La Mesa at any time during the issue, even on issues that have not expired the SLA.

Automatic escalation is engaged whenever an SLA target is not met

11.3.1.7 What SLA are available for MAC (Moves, Adds, Changes), and how long will it take to get quotes on small/large projects?
See chart above

11.3.1.8 What automated reports are available to show Service Level Agreement objective attainment? SLA reports are sent monthly, or upon request by the city

11.3.1.9 What Service Level Credits and Penalties for non-performance are included with the Solution? Will Credits be issued proactively without Client having to request the credit? RingCentral offers a financially backed SLA, see RingCentral response

11.3.1.10 What Governance mechanism is included in the Maintenance and Support contract for ongoing regularly scheduled performance reviews?
Account reviews are available quarterly, semi-annually, or annually based on customer preference

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 61 of 56

11.3.1.11 Copy relevant contract SLA, Performance Guarantee, and Penalty terms directly below. (Do not provide a link/reference to a generic web document where it is difficult for us to determine which SLA are relevant for the proposed Solutions.)
Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply Please see RingCentral’s attached Master Services Agreement.

Intelesys Response:

As a local integrator of communications systems for nearly 30 years, Intelesys’ experience and expertise center on turnkey installations and ongoing support of those products. We have proudly served many of our clients thru not just one product but up to four different generations of systems in our client relationship. Our business model focuses on happy clients both in the upfront purchase and in the long term performance of the solutions we have designed for them.

Every interaction we have with our clients concludes with a third party blind survey to track our service level and satisfaction of our clients. Intelesys deploys a “Net Promoter Score” methodology to measure client satisfaction similar to the ones used by Apple, Amazon, and Harley Davidson. A ranking above 85% is defined as world class service. For the last 14 consecutive quarters, Intelesys has maintained an overall ranking at 95% or above.

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 62 of 56 12 CONTRACT TERMS AND CONDITIONS
See the City of La Mesa Standard Professional Services Agreement for specific consideration and compliance with City requirements. This form will be required for completion at contract submittal with the eventual finalist and is included for your information.

Where not addressed in the City PSA, the below requirements starting in section 12.2 General Conditions will apply, with the hierarchy of documents following what is set in 12.1 Order of Precedence.

12.1 ORDER OF PRECEDENCE
If there is a discrepancy in terms and conditions between any documents that will form part of the final awarded contract, the following order will prevail:

I. Client provided Master Service Agreement or Professional Services Agreement II. Vendor Contract
III. Vendor Scope of Work
IV. RFP, Response to RFP, Addenda, and RFP Schedules
V. Written correspondence between the Vendor and Client Response: ☒ Comply & Included ☐ Partial Comply & Included☐ Option Priced, Not Included ☐ Do Not Comply

12.2 GENERAL CONDITIONS
The following conditions are typical for similar projects. If Vendor must take exception with any of the conditions below, please copy a blue “Response” line to the appropriate spot, fully explain your objection, and suggest an alternative.

12.2.1 Valid Period of Offer
The pricing, terms, and conditions stated in the RFP Response must remain valid for 4 months from the due date of the response to finalize a decision and enter contract. Thereafter, pricing should remain fixed for the term of the contract.

12.2.2 Inclusive Pricing
It is expected that there will be no additional charges other than those specified on Schedule A. The Vendor is solely responsible for all Time and Materials, airfare, hotel, living expenses, mileage charges, shipping, duties, tariffs, and Value Added Tax. These costs should be included in the proposed “turn-key” pricing. Any error in configuration or omission of required equipment is the responsibility of the Vendor to provide at no additional charge in order to provide a functioning Solution that meets the scope of the RFP.

Vendor’s proposal should identify all services and equipment to be provided by Client, required to implement the Vendor’s proposal.

No materials (including servers or Windows OS), labor or facilities will be furnished by Client, unless specifically requested in the RFP response.

12.2.3 “Option” Pricing
Client wants to avoid any misunderstanding where it is assumed that a feature is included in the base pricing and turns out to be an Option, extra cost feature. As such, any question answered “Comply” will be considered included at no additional cost. Any service that is referred to in the body of this response and exhibits (does not pertain to attachments and brochures) will be considered included in the basic offer, and pricing, unless Vendor specifically refers to the service as Option and provides Option breakout pricing on Schedule A.

12.2.4 Scope of Work
This RFP, your response to the RFP, Appendices, Schedules, Addenda, and written modifications to the RFP requirements will be incorporated into the final contract as indicative of the overall scope of work under which you are awarded the contract (and as a material inducement for Client to enter into contract), further defining the contractual responsibilities of the Vendor.

Vendor’s final Scope of Work will not be able to capture every action item, deliverable, or responsibility of each party. If an action item is not listed in the SoW but is reasonably required in order to meet the requirements and specifications of the RFP, it will be assumed to be included at no extra charge and the responsibility of the Vendor if it relates to the hardware, software or services being

EXHIBIT A

Docusign Envelope ID: F2CAB265-F32D-4F31-9E63-12558F2BCE41 Confidential and Proprietary $c4da343e7603$BEC2AB853A8A4AEEA73470664FD2AF9B.docx © 63 of 56 provided by the Vendor. If an action item is not listed and is solely related to the inner workings of Client’s LAN/WAN, IT network, or business processes, it will be assumed to be delivered by Client (but with Vendor support and consultation).

12.2.5 Joint Response
If two or more firms are involved in a joint venture or association in order to provide a response, the proposal must clearly delineate the respective areas of authority and responsibility of each party. All parties must submit a “Vendor RFP Authorization” per instructions in this RFP. All parties signing the agreement must be individually liable for providing the services even when the areas of responsibility under the terms of the joint venture or association are limited. This often applies when the Vendor contracts with the Manufacturer for professional services in the installation of the system.

12.2.6 Sub-Contract of Work
Vendor must disclose if they intend to sub-contract any portion of the work required under this RFP response. Sub-contractors must be chosen prior to submitting a bid and their abilities will be assessed as well as those of the Vendor. Client will contract directly with Vendor and Vendor will be completely responsible for the completion of all facets of this RFP (even if sub-contracted to others by the Vendor).

If Vendor sub-contracts work without prior disclosure or changes the designated sub-contractor to a firm that Client reasonably objects to; this will be considered a breach of contract and Client may, at its sole discretion, terminate the contract. Vendor will be paid only for actual beneficial work completed to that point and Client will pay no penalties for cancelling the contract. Please note below if any work will be sub-contracted, which work, to whom, and the percentage of the total proposal being sub-contracted.

12.2.7 Assignment
Vendor may not assign their responsibilities under this contract to any other party without the written consent of Client. Vendor contract may not be assumed by another company through a merger or acquisition without Client’s written consent, which will not be unduly withheld. This is intended to prevent Client from being obligated to work with a Vendor that they would not have chosen to work with, through an evaluation of the assigned company’s own merits.

12.2.8 Right of Refusal
Client retains full right of refusal over Vendor staff or resources for any, or no, reason. Upon notification of a reasonable request to change staff, Vendor will identify alternate candidates with similar or equal qualifications for Client to interview. Upon selection of alternate resource, Vendor will endeavor to schedule the new resources to the project with minimal delay.

12.2.9 Permits
The Vendor shall obtain and pay for any permits and licenses required for the performance of the work, post all notices required by law, and comply with all laws, ordinances and regulations bearing on the conduct of the work, as specified herein. On any work which requires an inspection certificate issued by local authorities, National Board of Fire Underwriters, or any other governing body, such inspection certificate(s) shall be obtained by and paid for by the Vendor. The chosen Vendor shall procure all required certificates of acceptance or of completions issued by the state, municipal or other authorities and must deliver these to Client.

12.2.10 Seismic Requirements
All systems, equipment, and materials proposed must be designed and installed to meet Universal Building Code (UBC) requirements for seismic protection. Vendor must certify that all work performed as a part of any contract resulting from this RFP will conform to the codes and other seismic protection requirements and regulations for the locality being installed into.

12.2.11 Single Point of Contact
The Vendor will act as a single point of contact for all installation/warranty/maintenance issues related to all equipment provided under this contract. Vendor will not refer Client to the manufacturer of the equipment for resolution of any service issues. Vendor will coordinate response between the suppliers of all hardware/software that the Vendor has provided under this contract, so that Client is not affected by any “finger pointing.” Vendor will provide best effort in resolving issues unrelated to the equipment they provided but integrating with the equipment they have provided (for example Unified Messaging integration with a Vendor supplied Voicemail platform).

12.2.12 On Time Performance
The successful Vendor will be required to commence work within fifteen (15) calendar days of execution of contract, to prosecute the work with faithfulness and energy, and to complete the work according to the schedule set out in this RFP. The parties hereto agree that it will be impractical and extremely difficult to fix the actual damage from a breach of the obligation to complete the work within

EXHIBIT A