SBC /SIP DEPLOYMENT AND CONFIGURATION (NCPA01-169)PREPARED FOR: City of RiversidePREPARED BY:REFERENCE:DATE:Christina Carter Account Executive [email protected]:OP-000797344Solution: SO-000929871 Quote(s): QU-000509676January 14, 2025Alise Clevely Enterprise Architect [email protected] and Proprietary C1 STATEMENT OFWORK
2 TABLE OF CONTENTSConfidentiality Notice..........................................................................................3Scope of Work - Terms and Conditions ................................................................3Project Timeline Expectations .....................................................................................4Project Overview .........................................................................................................5Project Scope of Services .....................................................................................5Project Management.................................................................................................11Change Order Process .......................................................................................12Milestone and/or Project Acceptance .......................................................................13Customer Responsibilities .................................................................................13Professional Services Assumptions ....................................................................14Professional Services Warranty .................................................................................16Professional Services Pricing and Billing Schedule ..............................................16Customer Authorization to Proceed ..........................................................................18 3 1.CONFIDENTIALITY NOTICETHE INFORMATION CONTAINED HEREIN IS CONSIDERED CONFIDENTIAL AND PROPRIETARY, PRODUCED SOLELY FOR THE CUSTOMER IDENTIFIED ABOVE.This Statement of Work ("SOW") is proprietary to ConvergeOne, Inc. ("C1") and contains C1 Confidential Information. It may not be disclosed in whole or in part without the express written authorization of C1. No portion of this SOW may be duplicated or used for any purpose other than to receive Services or deliverables from C1 described herein.Notwithstanding anything to the contrary in this Agreement, Confidential Information may be disclosed (i) to the government only as required by law; (ii) to a court pursuant to a court order; (iii) to internal or external legal, financial, or tax advisors under an appropriate nondisclosure obligation; or (iv) in response to a request made under the California Public Records Act (Gov. Code sections 7920.000, et seq.). If the government or a court requires disclosure of Confidential Information, Receiving Party will (i) provide reasonable notice and assistance to Disclosing Party, so that Disclosing Party may object to any such disclosure or file for a protective order, and (ii) disclose only as much of the Confidential Information as is required to comply with the disclosure request. (iv) in response to a request made under the California Public Records Act (Gov. Code sections 7920.000, et seq.)2.SCOPE OF WORK - TERMS AND CONDITIONSThis Statement of Work or Scope of Work ("SOW") and the applicable Solution Summary (and any documents attached thereto and incorporated therein by reference) (collectively, this "Order") is subject NCPA 01-169 (the “Agreement”). In the event of a conflict between the terms and conditions in the Agreement and this Order, the terms of the Agreement shall control. The Customer's signature on this Order (or the Customer's issuance of a purchase order in connection with this Order) shall represent the Customer's agreement with each document in this Order.This Order may include the sales of any of the following to Customer: (a) any hardware, third-party software, and/or Seller software (collectively, "Products"); any installation services, professional services, and/or third-party provided support services that are generally associated with the Products and sold to customers by Seller ("ProfessionalServices"); any Seller-provided vendor management services, software release management 4 services, remote monitoring services and/or, troubleshooting services (collectively, "Managed Services"); and/or any Seller-provided maintenance services ordered by Customer to maintain and service Supported Products or Supported Systems at Supported Sites to ensure that they operate in conformance with their respective documentation and specifications ("Maintenance Services"). For ease of reference only, Professional Services, Managed Services, and Maintenance Services may be referred to collectively as "Services." Unless otherwise defined herein, capitalized terms used herein will have the same meanings as set forth in the Agreement.Any dates and/or time intervals listed in this Order are approximate and for planning purposes only. C1 will use commercially reasonable efforts to accommodate any requested dates; provided, however, project milestones will be fully discussed and mutually agreed upon between C1 and Customer after project kickoff.Products and/or Services not specifically itemized are not provided herein. Any additional applications, technologies, integrations, or other Products and/or Services not specified herein, are not included in this SOW and may result in additional charges at any time during the project.Unless signed, this Order will be valid for a period of thirty (30) days following the date hereof. Due to rapidly changing prices in the market for third-party Products and/or Services, after the expiration of the foregoing 30-day period, the Seller reserves the right to adjust offerings and/or prices accordingly prior to issuing any new Order(s). Thereafter, this Order will no longer be of any force and effect.The outline of deliverables for this Order follows below.3.PROJECT TIMELINE EXPECTATIONSApproximately 5 business days after signed acceptance of this SOW, C1 will assign a project manager that will make contact and start planning a project kick-off meeting. The project kick-off may not take place immediately. Project start times depend on the availability of C1 and Customer resources.The expected duration of this project has been budgeted at eight (8) weeks from the time of kick-off to completion. If the project exceeds this timeframe, a project change order may be required to extend the engagement, resulting in additional fees. 5 4.PROJECT OVERVIEWThank you for the opportunity to work with you on the SBC /SIP Deployment and Configuration(NCPA 01-169) project. This document describes the work to be performed during this engagement and covers the assumptions as the basis for this agreement, the responsibilities of C1 personnel, and the responsibilities of the Customer.4.1.Project Location(s)Below is a list of the location(s) that are included in this project.Table 4-1Site NameSite Address3900 Main St3900 MAIN ST ITRIVERSIDE, CA 92522-000110540 Magnolia 10540 MAGNOLIA AVE STE BRIVERSIDE, CA 92505-1897Lawrence St 3085 Lawrence StRIVERSIDE, CA 92522-00015.PROJECT SCOPE OF SERVICESThis section identifies the work that will be performed as part of this project. Below is an initial, high-level list of tasks and assumptions for the project. This schedule may change depending on the Customers business requirements and other factors. Also, depending on the schedule finally agreed upon at the kickoff meeting, the days worked may not be contiguous. C1 will conduct a meeting with the Customer to review and finalize the technical approach, constraints, and project schedule. This meeting is intended to ensure that all parties are working with consistent expectations for the project.5.1.Avaya UnifiedCommunicationsE911THE CUSTOMER ACKNOWLEDGES THAT THE SELLER SERVICES COVERED BY THIS SOW DO NOT INVOLVE ANY E911/911 SERVICES AND THAT IT IS THE SOLE RESPONSIBILITY OF THE CUSTOMER TO ENSURE CUSTOMER COMPLIANCE WITH ANY REGULATIONS APPLICABLE TO E911/911 SERVICES, INCLUDING BUT NOT LIMITED TO KARIS LAW ACT OF 2017, OR THE APPLICABLE PROVISIONS OF RAY BAUMS ACT. 6 You further agree that C1 has informed you that the MLTS or hosted IP Telephony system provided under this SOW is capable of being implemented in accordance with the requirements of Kari's Law and Ray Baums Act, but you have directed C1 not to install the MLTS in compliance with the requirements of the laws. To the extent permitted by applicable law, you hereby indemnify, release, and hold harmless C1 from and against any and all liability relating to or arising from such non-compliance and any acts or omissions of third parties involved in the handling of or response to any 911 call.TrunkingTable 5-1Trunking ServicesNumber of SIP Circuits 3SIP trunking Cutovers/Phases 3CM IP Trunking (SIP and H.323)C1 Responsibilities:Consult with the Customer and configure the following requirements: IP trunks IP Node names, IP Addresses, IP Network Regions, IP-Codecs, and Call Admission Control (CAC).Translate and implement the CM requirements, such as Trunk groups, Signal groups, local routing patterns, Uniform Dial Plan (UDP), and off- PBX stations as required.Perform testing between the Communication Manager and the supported applications to ensure correct functionality.Customer Responsibilities:Technical information is required for the programming of the integration including server names, IP addresses, ports, and protocol.Technical support during turn-up of the circuit and traces of their systems for troubleshooting purposes.Session Manager (SM/BSM)Table 5-2SM ServicesIntegration link to Session Border Controller 3Session Border Controller(SBC) 7 Table 5-3SBC ServicesSession Border Controller type AvayaSBC (HA) trunk configuration 3Platform to be installed on (HA) Trunking only Avaya serverSBC HAC1 Responsibilities:Review SBC network requirements, security requirements, and topology with the Customer.Install and configure SBC servers. If deploying on Customer-provided VMware, assist the Customer with the deployment of templates.Perform test calls to validate basic call flows through the SBC servers.Cutover will be completed in a single phase unless otherwise noted.Provide standard configuration and testing of the Session Border Controller for traversal of SIP trunks to a single carrier. Additional troubleshooting beyond the time quoted as part of this scope of work will be billed at our standard T&M rates.Customer Responsibilities:Provide information and configuration for far-end carriers or applications.Ensure that any firewall configured between the SBC and internal or external networks is not blocking SIP or RTP traffic per design guidelines.Subscription Conversion and License ActivationTable 5-4Licensing ServicesAre the existing license file SubscriptionYLoad License1Subscription LicensesC1 Responsibilities:Download purchased license(s).Confirm existing license counts via screenshot, printout, or other means as defined by the manufacturer.Remotely Install purchased license(s). 8 Confirm installed license counts via screenshot, printout, or other means as defined by the manufacturer.Provide notification of completion with a screenshot to the Customer when complete.This is license activation only; this quote excludes the configuration and/or programming of the intended licensed application or the use thereof.Customer Responsibilities:Provide remote access to all systems acquiring a licenseInstallation of RedHat OS if required Note:C1 is not responsible for invalid license files loaded prior to the Engineer loading them. It is assumed all licenses in operation prior are valid, purchased licenses unless otherwise stated by the Customer.Onsite InstallationServices Servers and GatewaysC1 Responsibilities:Unpack, inspect, and inventory hardware.Install servers and/or gateways and connect to power and network as provided by the Customer.Observe units upon power-up and verify the successful completion of self- test diagnostics.Connect required cabling from gateways to wall field within 25 feet. If additional length is required, C1 can provide it at an additional charge.Customer Responsibilities:Provide a ground source (to industry standards) within 25 feet of the equipment installation location.Provide power source within 3 feet of equipment installation location.Extend all network connections to the equipment being installed.Installation of other ancillary equipment such as routers, modems, etc. unless otherwise specified.Install, label, and test all in-house wiring prior to installation which may include extensions to IDFs. 9 Note: Refer to the BOM table above for the wiring services quoted. If it is not listed, it is not included but can be added for an additional charge.Table 5-5Installation Services (on-site)Server / Gateway Installation9Benching and Staging(hardware)Table 5-6Hardware Staging Services (remote)Number of Physical Servers 9Note:Two of the Avaya servers being bench on this project are for a remote worker SBC HA. The tasks for provisioning this RW HA SBC have already been priced on a previous project.The SOW Table(s) above represents all hardware to be staged by C1. This may be done in a C1 staging facility or remotely using a Customer provided remote connection.Note: This is service only and does not indicate C1 is supplying the actual hardware. Refer to the quote for any hardware being supplied by C1.C1 Responsibilities:Load, patch and configure servers per IP Data Collection Form, using the information provided by the C1 Engineer and the Customer.Register the equipment listed on the IP Data Collection Form.Customer Responsibilities:Work with the C1 Engineer(s) to get the IP Data Collection Form filled out.Provide IP addresses & server names for all applications.NTP, DNS, Customer domain, registration & sync IP addresses for remote CM servers.Instructor Led ClassesTable 5-7Instructor Led CoursesSession Border Controller Enterprise 10.1Y 10 Number of Students 3Avaya Session Border Controller EnterpriseOur SBCE course compiles information from many sources to be the most thorough explanation of administering and maintaining the SBCE available by any learning organization. Hands-on labs will have students build and test both SIP Trunking and Remote Worker configurations, along with background information so administrators can evaluate the impact of various options.Day 1: Overview of SBCEWhy need an SBCEWhat’s new in 10.1Architecting the SBCE SolutionInstalling and Configuring the SBCE SoftwareCommissioning the SBCE SystemDay 2: SIPTrunkingAdministering SIP TrunkingTroubleshooting the SBCEHow the SBCE processes PacketsDay 3: Remote WorkerAdministering Remote Worker (Basic)Remote Worker (Advanced)oAdding EncryptionoAdding User Agent RestrictionsoAdding Dual ASMs to Remote WorkerDay 4: Increasing Security & MaintenanceAdditional Security SettingsMaintaining the SBCEFailoverTestingisExcluded Cutover(In-Service)SupportTable 5-8Cutover (In-Service) Support-Applications 11 Supported Number of Phases of-Cutover In-Service 3Session Border ControllerYTable 5-9Cutover (In-Service) Support ResourcesConvergence Engineer Hours-Per Phase2Go-Live / Solution CutoverC1 will provide remote support for ( three (3) ) events of the go-live support (Cutover) based on the applications listed in the above table. Changes to the number of cutover events will be agreed to in advance through the change order process.First Day of Business SupportTable 5-10First Day of Business Support Services (FDOB)-ApplicationsSupported Number of Phases of-FDOB3Session Border ControllerYTable 5-11First Day of Business ResourcesAvaya UC Engineer Hours-Per Phase2Convergence Engineer Hours-Per Phase2Day 1 launch support will be provided during Normal Business Hours (per the table above) per application per phase, unless otherwise stated in the above (additional resource table), by remote resources for the application listed in the above (First Day of Business Support Services-Applications) table. "Normal Business Hours" is defined as Monday through Friday, 8 am-5 pm local time to the customer location. Should additional support be required, these services will be managed via the Change Management process.All hours are consecutive6.PROJECT MANAGEMENTC1 will provide Project Management Services to help you effectively manage the project and control risks during the deployment. C1 will designate a Project Manager who will act as the single point of accountability for all C1 contract deliverables for the duration of the Project. C1 follows the Project Management Body of Knowledge (PMBOK) for project 12 delivery. The PMBOK is an adaptable approach that enables technology project success by aligning business and technology goals. Key elements include an iterative delivery process, clear project metrics, proactive risk management, and effective response to change.6.1.Project ManagerC1 will designate a Project Manager (PM) responsible for overseeing the project. Once the contract is signed and accepted by C1, this individual will act as the Customer's single point of contact for all planning and issues related to solution delivery. The C1 PM will work closely with the Customer to guide the implementation and work on a mutually agreed-upon schedule. The C1 Project Manager is responsible for the following:Conduct internal (C1) and joint C1/Customer meetings.Develop a project plan, including activities, milestones, roles, and responsibilities.Schedule and manage required C1 resources and partners.Conduct Issue and Risk Management.Provide agenda and meeting notes.Track Customer and C1 project deliverables.Manage change orders and any associated billing with the Customer.Manage project closeout process, punch list, and Customer acceptance.7.CHANGE ORDER PROCESSDespite good project planning, design, and review, project plans often require some degree of change at some point. These changes are handled using change order requests, which must be agreed upon by all parties to the contract before such work can be performed.Either C1 or the Customer may initiate a change order for any deliverable, work requirement, assumption, or dependency that is part of the project. All requests must be in writing and handled by the C1 Project Manager. C1 will review the change and providepricing as applicable before proceeding. The C1 Project Manager may also engage project team members to assess the impact of the change. Agreed changes must be approved in writing by an authorized representative of the Customer, via email, or modified purchase order. 13 8.MILESTONE AND/OR PROJECT ACCEPTANCEUpon completion of the services described in this SOW, C1 shall provide the Customer with an Acceptance Form. Upon delivery of the Acceptance Form, the Customer has (5) working days to review and accept. Failure to respond within the designated 5-day period signifies the completion of the milestone or project. To refuse acceptance, the Customer must both indicate non-acceptance with written notification to C1 within the (5) days period noted above and describe why it was not accepted. C1 shall have up to (10) days after the receipt of such notice to correct the error given it is within C1's scope and control to do so. The period to correct the error may be extended by mutual consent.9.CUSTOMER RESPONSIBILITIESProvide a single point of contact that will be responsible for:Understanding the business process impact and technical requirements and who has the authority to make binding decisions on the Customer's behalf.Working with C1 Project Manager to develop mutually agreed projectschedule, including outside of Normal Business Hours test and cutover windows (if applicable).Ensuring all Customer responsibilities are completed in accordance with the project schedule.Reasonable notification of schedule and changes for the installation work.Attending all project status meetings. Site Preparation:Ensure the equipment room is ready, including all electrical, wiring, grounding, lighting, racks, and HVAC required to maintain equipment within operating conditions specified by the equipment manufacturer.Provide required cable/patch panels that meet all requirements for Category 5e, racks, and network connectivity.Accept receipt of equipment and store it in a secure area. Retain shipping documentation, and inventory shipments by box count, and report any apparent external damage to the C1 Project Manager.Provide floor plans for equipment room configuration and related locations if applicable.Ensure that the existing Customer network is configured, connected, and operating within the manufacturer's specifications. 14 Customers will provide QOS on all their network equipment to the WAN based onthe Supplier's guidelines and requirements if carrying voice.Ensure the availability of appropriate Customer resources that will:Assist in the development and execution of applicable test plans.Provide accurate documentation for all existing systems and networks.Provide all necessary IP addresses, subnet masks, and default gateways.Provide a qualified Network Administrator with working knowledge of Customerrequirements.Provide information on planned changes in the network.10.PROFESSIONAL SERVICES ASSUMPTIONSThe following assumptions were made to create this Statement of Work. Should any of these assumptions prove to be incorrect or incomplete, C1 may modify the price, scope of work, or milestones. Any such modifications shall be managed by the Change Order Procedure.10.1.General AssumptionsUnless explicitly stated otherwise, all services will be delivered remotelyAll non-service impacting work described in this scope will be performed duringU.S. normal business hours defined as 8:00 AM to 5:00 PM local time; Mondaythrough Friday, excluding C1 designated holidays. "Cutover" for the sites will becompleted during business hours unless otherwise stated in this scope of work.The Customer must identify any specific requirements for maintenance windowsand change control. The Customer retains overall responsibility for any businessprocess impact and any Customer-internal change management procedures andcommunications.All services, documentation, and project deliverables will be provided in Englishonly.C1 will install specific software versions agreed upon at the time of project kickoff.Upgrades to the software are not included in the SOW. C1 may choose to installan upgrade if required by the manufacturer or to resolve a problem.The Customer is responsible for the underlying data infrastructure includingnetwork and virtualization. Systems must be capable of supporting the proposedsolution. C1 can supply consulting and remediation services to ensure successfulimplementation, if not included in this scope, through a change order and billedat an additional fee. 15 The Customer is responsible for all communications and scheduling of any contractors or vendors not managed by the C1 Project Manager.Any product or service delivery dates communicated outside of this SOW or the Project Plan, are not to be considered valid or binding.If the project extends beyond the timeline specified in the Project Plan due to delays caused by parties other than C1 and its subcontractors, C1 may invoice for service performed to date.The Customer is responsible to verify and arrange the installation of all applicable network connections and provide a functional network for application deployment.Projects requiring multiple site visits and/or intervals of inactivity between events must be noted as such prior to acceptance of this SOW.The Customer is responsible for relocation, removal, and disposal of any previously installed Customer-owned equipment or cabling unless specifically agreed otherwise herein.The Customer is responsible to notify C1 if the site requires any specialized access for personnel and/or Union trades for any tasks associated with this SOW. Notification of requirements must take place prior to the quote. Any and all additional costs for post-quote changes or additional site restrictions requiring specialized training or Union Labor shall be chargeable to the Customer.The Customer is responsible for managing all 3rd Parties not outlined in this SOW.Services not specifically called out in this SOW will be deemed out of scope.VPN access will be provided to C1 resources to allow for work to be accomplished remotely when applicable. If unfettered remote access to the Customer network cannot be provided additional charges will be required.10.2.Technical AssumptionsUnless specifically called out above, no IP address changes are included in the SOW. If requested, additional charges may apply.The Customer is responsible for having current licensing, maintenance, and support on the components of the servers, database, storage, and network infrastructure including hardware, software (including operating systems), and any associated costs.The Customer is responsible for any operating system patches and anti-virus software installation and support.The Customer is responsible for ensuring the existing network is free of layer 3 protocol and broadcast errors. 16 The Customer is responsible for the cost and acquisition of any 3rd party securitycertificates necessary for successful deployment. C1 can provide services forSecurity Audits and Certificate deployment which can be billed at an additionalfee.The Customer is responsible for resolving interoperability issues with othervendors not acting as a sub-contractor to C1.The Customer is responsible for any firmware updates to re-used circuit packs,media modules, or cards not specifically identified within this SOW. C1 canprovide services for firmware updates through a change order and is billed at anadditional fee.C1 will provide port and protocol matrices as provided by the manufacturers forthe equipment that is in this scope. If additional documentation is required forfirewall configuration or security assessments, C1 can provide these services at anadditional cost to the Customer upon request.11.PROFESSIONAL SERVICES WARRANTYImplementation support will be provided for a period of thirty (30) calendar days once the solution is brought into service. If multiple sites or locations are included as part of the solution, all sites or locations will each have their own support period. Post-implementation warranty provides the following:Minor changes and/or corrections to the solution that are included in the approveddesign based on the SOW.Completion of all changes as part of an agreed punch list of actions.Fix or replacement of defective hardware installed by C1.12.PROFESSIONAL SERVICES PRICING AND BILLING SCHEDULEBilling terms for this project supersede any MSA in place and are only applicable to the services stated in this scope of work. Invoices are due within thirty (30) days from the date of the invoice unless otherwise previously agreed between the Customer and C1 credit department. Any change to the Project Pricing and Payment schedule will be managed through the Change Order procedures specified herein. All stated prices are exclusive of any taxes, fees, duties, or other amounts, however, designated and including without limitation value added and withholding taxes which are levied or based upon such charges, or upon this SOW (other than taxes based on the net income of C1). The Customer shall pay any taxes related to services purchased or licensed pursuant to this SOW or the Customer 17 shall present an exemption certificate acceptable to the taxing authorities. Applicable taxes shall be billed as a separate item on the invoice.12.1.Project Price and Milestone Billing ScheduleThe fixed fee price for this services engagement is below and will be billed with the following milestone schedule:Total Price: $71,079Milestone 1 (30%) - Project Initiation - Kick-Off Meeting, Resource AssignmentMilestone 2 (30%) - Planning and Design - Project Plan, DesignMilestone 3 (30%) - Customer UAT HandoffMilestone 4 (10%) - Final Customer Acceptance of the Project12.2.Project Expenses:There are no anticipated project-related expenses expected for this project above the price included in this SOW. In the event that the need for additional expense arises, a Change Order will be presented by the Project Manager for approval by the Customer in advance. C1 will make a reasonable effort to minimize expenses and will ensure sufficient time is built into the project schedule to maximize efficiency when scheduling site visits. 18 13.CUSTOMER AUTHORIZATION TO PROCEEDThe use of signatures on this SOW is to ensure agreement and understanding on project objectives and assumptions, and the work and deliverables to be performed by C1. By signing below, the duly authorized Customer representative signifies their commitment to proceed with the project as described in thisSOW.Customer's Authorized Representative:SignaturePrinted NameTitleDatePO Number