MiVoice Connect Support Agreement
San Diego, CAIrvine, CABurlingame, CASalt Lake City, UTBangalore, India Sales: 888.340.9835Support: 866.983.5001 [email protected] [email protected] MiVoice Connect Support Agreement2018
CUSTOMER SUPPORT PROFILECUSTOMER: City of SalinasCUSTOMER ADDRESS: 200 Lincoln Ave CITY / STATE / ZIP: Salinas CA 93901PHONE: 831-758-7244FAX: INCEPTION DATE: 9/26/2023SUPPORT TERM (MONTHS): Twelve (12) SERVICE LEVEL:
2 Support Matrix(Addendum to Contract) Please refer to the Support Matrix document (PDF) This Mitel Support Service Agreement, (the “Agreement”) is made this Jul-20-2023 by and between ProTelesis Corporation, a California corporation, whose address is 4686 Mission Gorge Place, San Diego, CA 92120 (“ProTelesis”) and City of Salinas a (“Customer”), whose addresses are set forth in the table above.FEES & PAYMENT:Customer agrees to pay ProTelesis $30,647.89 in advance, for the Support Term, and level of service for the Support Term indicated above (the “Services”). Payment (or first payment for Premium Plus subscribers) is due 30 days from the date of execution of this agreement.Notwithstanding anything else contained herein, ProTelesis shall not be required to provide any services that are required by this Agreement to be provided to the customer (1) until the payment referenced in the preceding paragraph is received by ProTelesis or (2) if Customer has committed an act of bankruptcy or become the subject of a proceeding under the Bankruptcy Act or become insolvent or if any substantial part of Customer’s property becomes subject to any levy, seizure, assignment, application or sale for or by any creditor or government agency.PRODUCTS COVERED UNDER THIS AGREEMENT:1.If this is a new contract, the covered products are set forth on the installation sign off section of the Statement of Work.2.If this is a contract renewal for a pre-existing ProTelesis customer or a new contract for a customer who contracted for Mitel support services from an entity other than ProTelesis, the customer shall be responsible for reviewing Inventory List -- Mitel Configuration-- MiVoice Connect Support Agreement2018
3 and understands that ProTelesis will support only products and equipment shown on Inventory List with the status of “Production”, and that equipment noted with a status of “Decommissioned” or “Not Covered” is not covered under this Agreement. LIMITATION OF LIABILITY:ProTelesis will make every reasonable effort to provide the Services in accordance with terms set forth in this Agreement. Accordingly, ProTelesis’ sole liability to Customer or any third party for claims, notwithstanding the form of such claims (e.g. contract, negligence or otherwise), arising out of any such non-compliance or the interruption in or delay of the Services for any reason, shall be to use all reasonable efforts to provide the Services, and/or to resume the Services, as promptly as reasonably practicable thereafter.ProTelesis shall not be liable or be deemed to be in default for any delay or failure to perform under this Agreement resulting, directly or indirectly, from any act of God, war, interruption or failure of communications facilities or any other cause beyond ProTelesis’ reasonable control.IN NO EVENT WILL EITHER PARTY BE RESPONSIBLE FOR SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES WHICH EITHER PARTY MAY INCUR OR EXPERIENCE ON ACCOUNT OF ENTERING INTO, OR RELYING UPON THE SERVICES PERFORMED PURSUANT TO, THIS AGREEMENT.REPRESENTATIONS AND WARRANTIES:The customer hereby represents and warrants to ProTelesis: (1) that all equipment to be accessed by ProTelesis in providing services to Customer is equipment for which Customer is authorized to allow access to ProTelesis; (2) that Customer will not communicate any information whatsoever that is provided to Customer by ProTelesis and that is labeled as the CONFIDENTIAL or PROPRIETARY INFORMATION of ProTelesis or any other entity; and that Customer shall not disclose the price of Services to any third party except Customer’s banks, accountants, or other representatives to the extent necessary to effect the terms hereof.ProTelesis herby represents and warrants to Customer (1) that ProTelesis will not communicate any information whatsoever that is provided to ProTelesis by Customer and that is either (a) labeled as “Confidential” or similar marking or (b) is not already in the public domain; and (2) that it has the right to provide the services set forth in this Agreement.GENERAL:Support Services and Definitions: The Customer agrees to Support Matrix, Addendum to Mitel Support Contract which states Support Services and Definitions attached hereto and made an integral part hereof. In addition, any and all services to be provided under this Agreement shall only be related to the Mitel IP Voice Communication System (the “System”).Customer Assistance: The Customer agrees to assist ProTelesis personnel as reasonably required for the performance of the support services as set forth on Support Matrix, Addendum to Mitel Support Contract.Preparation and availability of Call Detail Reports: ProTelesis will create Call Detail Reports and make these reports available via the ProTelesis Customer Portal. The types of reports created are limited to the reporting capabilities of the Mitel System, and the customer must give ProTelesis access to the Windows Mitel server.Assignment: This Agreement shall not be assigned by Customer to any third party without the prior written consent of ProTelesis, other than to an affiliate or a successor to Customer’s interests, and any attempts to assign this Agreement without the prior written consent of ProTelesis shall be void.Entire Agreement: Customer acknowledges that it has not been induced to enter into this Agreement by any representation or warranty not set forth in this Agreement. This Agreement contains the entire agreement of ProTelesis and Customer with respect to its subject matter and supersedes all existing agreements and all oral, written or other communications between them concerning its subject matter. This Agreement shall not be modified in any way except by a writing signed by duly authorized representatives of ProTelesis and Customer.
MiVoice Connect Support Agreement2018
4 Invalidity/Severability: If any provision of this Agreement (or any portion thereof) shall be held to be invalid, illegal or unenforceable, the validity, legality or enforceability of the remainder of this Agreement shall not in any way be affected or impaired thereby.Waiver: The failure of ProTelesis to insist upon strict performance of any of the provisions contained herein shall in no way constitute a waiver of any of its rights as set forth herein, at law or in equity, or a waiver by ProTelesis of any other provision or subsequent default by Customer in the performance of or compliance with any of the terms and conditions set forth herein.Governing Law: This Agreement shall be governed by, and construed in accordance with, the laws of the State of California.Section Headings: The article and section headings in this Agreement are included for convenience only, are not part of the Agreement, and shall not be used in construing it.Construction of Agreement: The Parties have had ample opportunity to have this Agreement and any related agreements and or documents reviewed by an attorney of their choice. Therefore, the construction of this Agreement shall not be held against either Part. Employees: Customer agrees that for a period of two years from the termination hereof not to hire employees or contractors of ProTelesis, nor directly or indirectly solicit any of the employees or contractors of ProTelesis to leave his or her employment or contract with Customer or ProTelesis. Also, during the aforementioned time period, Customer shall not assist others to solicit such employees or contractors to leave their employment or contract with ProTelesis. ProTelesis agrees that for a period of two years from the termination hereof not to hire employees or contractors of Customer, nor directly or indirectly solicit any of the employees or contractors of Customer to leave his or her employment or contract with Customer. Also, during the aforementioned time period, ProTelesis shall not assist others to solicit such employees or contractors to leave their employment or contract with Customer.Binding on Successors: This Agreement shall inure to the benefit of and be binding upon the Parties and their respective successors and permitted assigns.Counterparts: This Agreement may be executed in any number of counterparts, which, when taken together, shall constitute but one agreement.Notices: Any notice given under this Agreement by any Party to another Party shall be in writing and personally delivered; or sent by overnight courier, United States mail – postage prepaid, facsimile or other authenticated message, to the receiving party’s address as set forth in this Agreement for the type of delivery to be used. Such address may be changed, from time to time by any Party, by providing notice to the other Parties in accordance with this section. Notice given by hand delivery shall be deemed received on the date delivered; if by first class United States mail, on the fifth business day after deposited in the mail; if by overnight courier, on the next business day after delivery to the courier service; and if by facsimile, on the date of transmission.Authority of Signing Individual: The persons signing on behalf of their respective Parties personally warrant their authority to commit that Party to the terms and conditions of this Agreement.Mediation and Arbitration of Disputes: If a dispute arises out of or relates to this Agreement or its breach, by initialing in the space provided below, the Parties agree to first try in good faith to settle the dispute by voluntary non-binding mediation with JAM/ENDISPUTE before resorting to court action, unless the dispute concerns the following matters: (a) a judicial or non-judicial foreclosure or other action or proceeding to enforce a deed of trust, mortgage or real property sales agreement as defined in California Civil Code §2985; (b) an unlawful detainer action; (c) the filing or enforcement of a mechanic’s lien; or (d) any matter which is within the jurisdiction of a probate or small claim’s court.Any dispute or claim in law or equity arising out of this Agreement or any resulting transaction, not resolved by mediation as set forth above, shall be decided by neutral binding arbitration in accordance with the rules of the American Arbitration Association, and not by court action except as provided by California law for judicial review of arbitration proceedings. Judgment upon the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof. The parties shall have the right to discovery in accordance with California Code of Civil Procedure, Section 1283.05.
MiVoice Connect Support Agreement2018
Any dispute or claim by or against any third party, arising out of this agreement or any resulting transaction shall be submitted to arbitration as above, provided the third party making the claim or against whom the claim is made shall have agreed to submit it to arbitration consistent with this provision. The following matters are excluded from arbitration hereunder: (a) a judicial or non-judicial foreclosure or other action or proceeding to enforce a deed of trust, mortgage, or real property sales contract as defined in California Code of Civil Procedure, Section 2985, (b) an unlawful detainer action, (c) the filing or enforcement of a mechanic’s lien, (d) any matter which is within the jurisdiction of a probate court, or (e) an action for bodily injury or wrongful death, or for latent or patent defects to which California Code of Civil Procedure, Section 337.1 or 337.15 applies. The filing of a judicial action to enable the recording of a notice of pending action, for order of attachment, receivership, injunction or other provisional remedies, shall to constitute a waiver of the right to arbitrate under this provision.NOTICE: BY INITIALING IN THE SPACE BELOW, YOU ARE AGREEING TO HAVE ANY DISPUTE ARISING OUT OF THE MATTERS INCLUDED IN THE “ARBITRATION OF DISPUTES” PROVISION DECIDED BY NEUTRAL ARBITRATION AS PROVIDED BY CALIFORNIA LAW AND YOU ARE GIVING UP ANY RIGHTS YOU MIGHT POSSESS TO HAVE THE DISPUTE LITIGATED IN A COURT OR JURY TRIAL. BY INITIALING IN THE SPACE BELOW, YOU ARE GIVING UP YOUR JUDICIAL RIGHTS TO DISCOVERY AND APPEAL, UNLESS SUCH RIGHTS ARE SPECIFICALLY INCLUDED IN THE “ARBITRATION OF DISPUTES” PROVISION. IF YOU REFUSE TO SUBMIT TO ARBITRATION AFTER AGREEING TO THIS PROVISION, YOU MAY BE COMPELLED TO ARBITRATE UNDER THE AUTHORITY OF THE CALIFORNIA CODE OF CIVIL PROCEDURES. YOUR AGREEMENT TO THIS ARBITRATION PROVISION IS VOLUNTARY. WE HAVE READ AND UNDERSTAND THE FOREGOING AND AGREE TO SUBMIT DISPUTES ARISING OUT OF THE MATTERS INCLUDED IN THE “ARBITRATION OF DISPUTES” PROVISION TO NEUTRAL ARBITRATION.Initials: ____________CustomerAttorneys’ Fees: If any party to this agreement shall take any action to enforce this Agreement, the losing party shall pay to the prevailing party a reasonable sum for attorneys’ fees incurred in bringing such suit and enforcing such judgment granted therein, all of which shall be deemed to have accrued upon the commencement of such action and shall be paid whether or not such action or arbitration is prosecuted to judgment. Any judgment or order entered in such action shall contain a specific provision providing for the recovery of attorneys’ fees and costs incurred in enforcing such judgment. For purposes of this section, attorneys’ fees shall include, without limitation, fees incurred in the following:(a)post-judgment motions and collection actions; (b) contempt proceedings; (c) garnishment, levy and debtor and third party examinations;(d) discovery; and (e) bankruptcy litigation.All other work performed beyond verifying network connectivity, or at a customer’s request may be billable at time & materials rates. Managed Services are available for network optimization, maintenance and performance. ProTelesis will support customers with carrier issues regardless of whether or not purchased from ProTelesis. However, if it is determined that the cause of a support issue is carrier related and that service was not purchased through ProTelesis you may be billed at the time and materials rate.I have read all of the notes in this contract and in the MiVoice Connect Basic Support Matrix 2019 (Addendum to this Mitel Support Contract) and recognize that in certain cases, I may be billed above and beyond my annual support contracted rate.City of SalinasBy: ____________________________________________Title: __________________________________________Signature: ______________________________________ 5 Date Signed: ____________________________________
San Diego, CA
Irvine, CA
MiVoice Connect Support Matrix
Addendum to Mitel Support Contract
833-977-6835 [email protected] www.protelesis.com MiVoice Connect Support Matrix
Support
Schedule
Business Hours: After Hours:
8:00 AM – 5:30 PM Local Time 5:30 PM to 8:00 AM Local Time, Weekends and Holidays
Support Levels Premium Plus Premium Preferred
Response Time (1)
System Down (2)
24 x 7 x 365 via phone call
to ProTelesis Support
15 Minutes 30 Minutes 1 Hour
Response Time (1)
Non-Critical Issues
Business Hours:
30 Minutes*
After Hours:
1 Hour**
Business Hours:
1 Hour*
After Hours:
2 Hours**
Business Hours:
2 Hours*
After Hours:
4 Hours**
Hardware
Replacement (3)
Advanced Replacement
4 Hours
Advanced Replacement
Next Business Day
Advanced Replacement
Next Business Day
Support Access Phone, Email, Webchat, SMS Phone, Email, Webchat, SMS Phone, Email Support Items Premium Plus Premium Preferred
System Down
Support Included Included Included
MiVoice Connect
Software Included Included Included
ProTelesis Performed
Software Upgrade (4) Unlimited Unlimited 2 per year
Authorized
Contacts (5) Anyone Up to 20 Individuals
Trained/Designated Up to 4 Trained/Designated
Direct Tier 2 Support Included Included N/A
Remote System
Health Checks 2/Year Upon Request 1/Year Upon Request Optional*
Standard Break /
Fix Support (6) Included Included Included
Standard Moves,
Adds, Changes,
Deletions (MACD)
(6)
Included Included Included
833-977-6835 [email protected] www.protelesis.com MiVoice Connect Support Matrix
Support Items Premium Plus Premium Preferred
Onsite Support When
Required and Authorized
by ProTelesis
Included See Labor Rates,
2 Hour Minimum
See Labor Rates,
2 Hour Minimum
Network
Troubleshooting (7) Included Included for Contracts
Over $10k / Year See Labor Rates
Assistance with Carrier
Troubleshooting (8) Included
Included when carrier services
have been purchased from
ProTelesis or for contracts over
$10k/year.
Otherwise, See Labor Rates
Included when carrier services
have been purchased from
ProTelesis.
Otherwise, See Labor Rates
Server OS Maintenance /
Monitoring Included Included Monitoring Only
Offsite MiVoice Connect
Database Backup Included Included Optional*
Proactive System
Monitoring Included Included Optional*
Technical Account
Manager (9) See TAM Details on Page 4 See TAM Details on Page 4 See TAM Details on Page 4 Monthly System
Administrator Q&A
Sessions
Included Included Included
Monthly End-User
Refresher Training via
Webinar
Included Included Included
Advanced PBX and
Contact Center
Reporting from
Brightmetrics
Included for Contracts over
$10k/year, otherwise optional*
Included for Contracts over
$25k/year, otherwise optional*
Included for Contracts over
$50k/year, otherwise optional*
Cybersecurity
Penetration Test (10) Included Included Included
*Contact your ProTelesis Account Manager for pricing.
833-977-6835 [email protected] www.protelesis.com MiVoice Connect Support Matrix
Professional Services and Support Labor Rates
Labor Rates - Under Contract
Role Business Hours
M-F
Onsite
Business Hours
M-F
Remote
After Hours
M-F
Onsite
After Hours
M-F
Remote
Weekend
Onsite
Weekend
Remote
Voice
Engineer $250.00 $130.00 $350.00 $260.00 $400.00 $260.00 Data/MSP
Engineer $250.00 $130.00 $350.00 $260.00 $400.00 $260.00 Cabling/AV
Engineer $250.00 N/A $350.00 N/A $400.00 N/A
Labor Rates – No Contract (Time & Materials)
Role Business Hours
M-F
Onsite
Business Hours
M-F
Remote
After Hours
M-F
Onsite
After Hours
M-F
Remote
Weekend
Onsite
Weekend
Remote
Voice
Engineer $325.00 $205.00 $425.00 $335.00 $475.00 $335.00 Data/MSP
Engineer $325.00 $205.00 $425.00 $335.00 $475.00 $335.00 Cabling/AV
Engineer $325.00 N/A $425.00 N/A $475.00 N/A
833-977-6835 [email protected] www.protelesis.com MiVoice Connect Support Matrix
VERY IMPORTANT, PLEASE READ.
If it is determined that the root cause of a support issue was due to a change to the customers network environment, carrier issue or unauthorized change to the MiVoice Connect System, that particular support issue may be billed at the appropriate time and materials rate.
1. Response time is defined as the times it takes from a communication (phone call, web chat, SMS or email) being received until an ProTelesis resource is actively working on a ticket.
2. A “System Down” is defined as: 75% failure of inbound or outbound calling or voicemail is not functional or business critical system components (ECC, workgroups, hunt groups, etc.) are non-functional. For custo mers with specific telephony needs, they may d efine their own “system down” measures. Examples of things that are NOT considered a System Down:
• PC Client not working
• A single (or a few) DIDs not functioning
• Auto Attendant schedule needs to be changed
• Phone specific functionality not as desired
• Standard moves, adds, changes and deletions
3. Four-hour hardware replacement and “no-charge” travel time is available only to locations within 50 miles of one of our ProTelesis physical offices, a list of which can be found at www.protelesis.com/contact. Travel time is not billed for customer sites within the 50 mile radius of either of those locations. Travel time may be billed at your regular hourly rate for all onsite services for customers over 50 miles from an ProTelesis offices according to plan level.
4. An upgrade is defined as taking any system software from one version or build to the next version or build.
5. Authorized contacts must participate in ProTelesis or Mitel provided administrator level training.
6. Standard support requests include any non-elective changes (system problems, bugs, etc.) or minor elective changes. Changes that are deemed to be elective and major are as follows (this list is partial, other issues that may arise will be dealt with on a case by case basis):
• Re- IP’ing of a network to include all Mitel hardware and software • Office moves
• Changing Mitel system from one length of extension digits to another (e.g. moving from 3 digit dialing to 4 digit dialing) • Complete redesign of call flow
• Voicemail platform change (”we now want to use MS Exchange as our voicemail platform”) • New server hardware installation (as long as the old server was functioning properly) • Carrier change (unless the Carrier Services are purchased through ProTelesis) project management • The necessity for an onsite visit will be determined by ProTelesis. If a customer insists ProTelesis be onsite, rate will apply based on support level.
• Verifying connectivity for device to device communication by:
• Ping for ICMP echoes
• LSP connectivity
• Verify subnet class for IP range
• Checking Mitel devices for network errors on the interfaces • Checking logs for network errors.
7. All other work performed beyond verifying network connectivity, or at a customer’s request may be billable at time & materials rates.
Managed Services are available for network optimization, maintenance and performance.
8. ProTelesis will support customers with carrier issues regardless of whether or not purchased from ProTelesis. Howev er, if it is determined that the cause of a support issue is carrier related and that service was not purchased through ProTelesis you may be billed at the time and materials rate. Requires customer to open a ticket with ProTelesis as an authorized contact.
9. Technical Account Manager – see ProTelesis Technical Account Manager (TAM) information on page 5.
10. Cybersecurity Penetration Test is offered at no charge during the term of the contract. This is an “authorized” simulated attack performed on a computer system, performed from outside the network trying to get in, to evaluate your company’s IT security.
I have read the above notes and recognize that in certain cases, I may be billed above and beyond my annual support contracted rate.
Company Signature
Date Name (printed)
833-977-6835 [email protected] www.protelesis.com MiVoice Connect Support Matrix
ProTelesis offers the most comprehensive support services in the industry . . .
You can rest easy knowing we are always here to help you maximize your investment in your Mitel System. As part of our industry leading support services, we offer an optional Technical Account Manager (TAM) who delivers personalized, high- touch and proactive technical, operational and maintenance support. This helps you maximize your investment in ProTelesis solutions, enhance operational efficiencies and resolve issues quickly.
THE OFFERING CUSTOMER ADVOCATE
The TAM develops familiarity with the customers’ business, operations, infrastructure and technical support history, and acts as an advocate for technical cases reported to ProTelesis and remains vigilant of issues that may be undermining efficient handling of those items.
CUSTOMER TECHNICAL ADVISOR
Additionally, the TAM acts as a technical advisor who helps customers with planning of upgrades, future system enhancement opportunities to meet ongoing and expanding business requirements.
PACKAGE
• Quarterly reviews of submitted tickets for trend analysis and Training opportunities Quarterly system health checks, single point of contact • Personal, high-touch engagement
• Knowledge of customer’s infrastructure, procedures and team • Knowledge of ProTelesis’ technology, products, solutions, procedures and organization Recurring team meetings and progress updates • Proactive case management and progress tracking of open ProTelesis TAC cases • Champions individual technical cases of high business priority reported to ProTelesis Support Ability to priority queue and escalate support issues in concert with Support Management Operational consultation and recommendations based off of trend analysis
• Enhancement reviews
• Customers’ System Enhancements; SW, Upgrades, Apps, HW, Etc. in concert with business needs • Proactive updates on software fixes and recommended deployment of latest software releases .
Review of release notes and open defects
• Upgrade planning support
• Mentoring on ProTelesis products, processes
and tools Coordinates training for staff
• Problem root cause analysis, trend analysis, and
guidance Helps customers analyze impact of
reported bugs
TAM Annual Support Pricing
Annual Support Rate:
Less than $25,000/year $25,001-$50,000/year Over $50,001/year Support Level
Preferred $3,150/quarter $2,700/quarter Included
Premium $1,800/quarter Included Included
Premium Plus $900/quarter Included Included
ProTelesis Support Agreement2018
Attachment A – Page 1
Attachment AAsset ListDESCRIPTION Equip# Serial# Cust# Ship Date Unit List QtyListVOICE SWITCH, SG220T1A MADE IN USA 000000000740138088 T1AF154941F76C 0000502479 4/8/2016 6,495.00 1 6,495.00VOICE SWITCH, SG50 MADE IN USA 000000000740164776 S50F123028151B 0000502479 11/16/2012 1,995.00 1 1,995.00VOICE SWITCH, SG50 MADE IN USA 000000000740146659 S50F1604420B7B 0000502479 4/8/2016 1,995.00 1 1,995.00VOICE SWITCH, SG50 MADE IN USA 000000000740225769 S50F1604420BAD 0000502479 4/8/2016 1,995.00 1 1,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740153448 S90F1151233CEA 0000502479 3/7/2012 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740189878 S90F12162362B2 0000502479 7/18/2012 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740135391 S90F1605420E43 0000502479 4/8/2016 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740133332 S90F1605420E93 0000502479 4/8/2016 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740141581 S90F154741F4CC 0000502479 4/8/2016 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740139577 S90F1605420E50 0000502479 4/8/2016 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740159276 S90F1605420E94 0000502479 4/8/2016 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740225564 S90F1605420E52 0000502479 4/8/2016 2,995.00 1 2,995.00Voice Switch SG-90(PLM approval REq'd) 000000000740218073 S90F161349C012 0000502479 5/4/2016 2,995.00 1 2,995.00VOICE SWITCH, SG30 MADE IN USA 000000000740223117 S30F11391E4109 0000502479 7/18/2012 1,595.00 1 1,595.00VOICE SWITCH, SG30 MADE IN USA 000000000740223108 S30F11391E4131 0000502479 7/18/2012 1,595.00 1 1,595.00VOICE SWITCH, SG30 MADE IN USA 000000000740223109 S30F11391E4108 0000502479 7/18/2012 1,595.00 1 1,595.00VOICE SWITCH, SG30 MADE IN USA 000000000740223118 S30F11381E3DCF 0000502479 7/18/2012 1,595.00 1 1,595.00VOICE SWITCH, SG30 MADE IN USA 000000000740223119 S30F11391E4106 0000502479 7/18/2012 1,595.00 1 1,595.00VOICE SWITCH, SG30 MADE IN USA 000000000740135313 S30F1802555D63 0000502479 4/8/2016 1,595.00 1 1,595.00VOICE SWITCH, SG30 MADE IN USA 000000000740137979 S30F1553420206 0000502479 4/8/2016 1,595.00 1 1,595.00VOICE SWITCH, SG30 MADE IN USA 000000000740146701 S30F15534201A9 0000502479 4/8/2016 1,595.00 1 1,595.00REFURB VOICE SWITCH, SG30 MADE IN USA 000000000750142150 S30F14363CF383 0000502479 4/8/2016 1,595.00 1 1,595.00VOICE SWITCH, SG24A MADE IN USA 000000000801310194 0000502479 3/31/2016 2,995.00 1 2,995.00VOICE SWITCH, SG24A MADE IN USA 000000000740144216 2AFA155141FE71 0000502479 4/8/2016 2,995.00 1 2,995.00VOICE SWITCH, SGT1K MADE IN USA 000000000740214055 T1KF11462330A2 0000502479 3/7/2012 3,495.00 1 3,495.00VOICE SWITCH, SGT1K MADE IN USA 000000000740138328 T1KF16014203BF 0000502479 3/31/2016 3,495.00 1 3,495.00VOICE SWITCH, SGT1K MADE IN USA 000000000740146643 T1KF1601420393 0000502479 4/8/2016 3,495.00 1 3,495.00VOICE SWITCH, SGT1K MADE IN USA 000000000740144304 T1KF16014203B4 0000502479 4/8/2016 3,495.00 1 3,495.00VOICE SWITCH, SGT1K MADE IN USA 000000000740142654 T1KF16014203F8 0000502479 5/4/2016 3,495.00 1 3,495.00Mitel Voice Switch ST200 000000000738684617 108206FA154341EA320000502479 2/28/2020 4,500.00 1 4,500.00LICENSE, EMERGENCY NOTIFICATION, 6 OR MORE 000000000800534708 0000502479 3/31/2016 5,500.00 1 5,500.00LICENSE, CCIR TRANSFORM SRVC (NO CC INTERACTION VIEWER) 000000000800534749 0000502479 3/31/2016 1,950.00 1 1,950.00LICENSE, CALL RECORDER BASE PACKAGE (5 SIMULTANEOUS SESSIONS)000000000800535243 0000502479 3/31/2016 5,000.00 1 5,000.00LICENSE, CALL RECORDER ADD-ON (5 SIMULTANEOUS SESSIONS) 000000000800515681 0000502479 3/31/2016 200.00 5 1,000.00LICENSE, ENHANCED PAGING (BASE INSTANCE) 000000000800427060 0000502479 3/31/2016 5,500.00 1 5,500.00LICENSE BUNDLE, ENHANCED REPORTING 000000000800534718 0000502479 3/31/2016 5,000.00 1 5,000.00Extension & Mailbox license 000000000800534734 0000502479 3/7/2012 200.00 18 3,600.00Extension & Mailbox license 000000000800427316 0000502479 4/5/2012 200.00 3 600.00Extension & Mailbox license 000000000800427314 0000502479 6/18/2012 200.00 32 6,400.00Extension & Mailbox license 000000000800534720 0000502479 7/18/2012 200.00 49 9,800.00Extension & Mailbox license 000000000800427328 0000502479 11/16/2012 200.00 15 3,000.00Extension & Mailbox license 000000000800534716 0000502479 3/31/2016 200.00426 85,200.00Extension Only license 000000000800427044 0000502479 7/18/2012 140.00 13 1,820.00Extension Only license 000000000800534722 0000502479 12/29/2017 0.00 20 0.00Extension Only license 000000000800515693 0000502479 11/27/2018 0.00 20 0.00Extension Only license 000000000800427310 0000502479 1/13/2020 0.00 15 0.00Extension Only license 000000000800515691 0000502479 1/13/2020 0.00 29 0.00LICENSE, MAILBOX ONLY 000000000800427066 0000502479 3/31/2016 90.00125 11,250.00 ProTelesis Support Agreement2018
Attachment A – Page 2
30043 License, SIP trunk (ST/SG Voice Switch) 000000000800534996 0000502479 3/31/2016 50.00 4330044 LICENSE, ADDITIONAL SITE 000000000800534728 0000502479 7/18/2012 0.00 730044 LICENSE, ADDITIONAL SITE 000000000800427326 0000502479 11/16/2012 495.00 130044 LICENSE, ADDITIONAL SITE 000000000800515689 0000502479 3/31/2016 495.00 830044 LICENSE, ADDITIONAL SITE 000000000800427312 0000502479 1/13/2020 495.00 130056 Contact Center TAPI App Server license 000000000800427058 0000502479 3/31/2016 0.00 130091 LICENSE, AUDIO CONFERENCING 10 PORTS 000000000800535249 0000502479 3/31/2016 1,750.00 330093 LICENSE, WEB CONFERENCING 10 PORTS 000000000800515685 0000502479 3/31/2016 1,750.00 330108 CC Agent Activity Event Feed license 000000000800534745 0000502479 3/31/2016 0.00 230109 CC Group Activity Event Feed license 000000000800515683 0000502479 3/31/2016 0.00 230122 LICENSE BUNDLE, CONNECT CC/ECC INBOUND VOICE AGENT 000000000800535245 0000502479 3/31/2016 825.00 2530126 LICENSE, CONNECT CC/ECC IVR 000000000800534751 0000502479 3/31/2016 0.00 2530126 LICENSE, CONNECT CC/ECC IVR 000000000800534714 0000502479 3/31/2016 0.00 3030127 LICENSE, CONNECT CC/ECC SUPERVISOR 000000000800534712 0000502479 3/31/2016 0.00 130127 LICENSE, CONNECT CC/ECC SUPERVISOR 000000000800534740 0000502479 3/31/2016 825.00 330144 LICENSE, VIRTUAL EDGE GATEWAY SERVER 000000000800427330 0000502479 8/8/2017 1.00 130145 LICENSE, COURTESY ONSITE 000000000800427052 0000502479 12/29/2017 99.00 2030145 LICENSE, COURTESY ONSITE 000000000800427318 0000502479 11/27/2018 99.00 2030145 LICENSE, COURTESY ONSITE 000000000800427040 0000502479 1/13/2020 99.00 2930145 LICENSE, COURTESY ONSITE 000000000800534732 0000502479 1/13/2020 99.00 1530145 LICENSE, COURTESY ONSITE 000000000801637186 0000502479 6/10/2022 115.00 3030146 LICENSE, TELEPHONY ONSITE 000000000801563053 0000502479 8/24/2021 190.00 2030156 CONNECT CONTACT CENTER (BASE 10 PACKAGE) 000000000800534753 0000502479 3/31/2016 8,504.00 140005 SHOREWARE PERSONAL CALL MANAGER REQUIRE 000000000800534730 0000502479 7/18/2012 0.00 4940005 SHOREWARE PERSONAL CALL MANAGER REQUIRE 000000000800427042 0000502479 11/16/2012 0.00 1540005 SHOREWARE PERSONAL CALL MANAGER REQUIRE 000000000800535241 0000502479 3/31/2016 0.0055140006 OPERATOR CALL MANAGER LICENSE 000000000800427046 0000502479 9/5/2012 595.00 3