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, SMSPhone, 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 4See TAM Details on Page 4See 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, PLEASEREAD.
Ifitisdeterminedthattherootcauseofasupportissuewasduetoachangetothecustomersnetworkenvironment,carrier issueorunauthorizedchangetotheMiVoice ConnectSystem,thatparticularsupportissuemaybebilledattheappropriate 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. system
components (ECC, workgroups, hunt groups, etc.) are non-functional. For customers with specific telephony needs, they may define 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- -
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- 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
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 customerequest 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. 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. 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. tack performed
on a computer system, performed from outside the network trying to get in, to evaluate your 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 wi l 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
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
h business needs
Proactive updates on software fixes and recommended deployment of latest softwarereleases . 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/yearOver $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