Attachment A
COV- Cisco Webex Calling & Contact Center - 4 Year
Quotation # 2025-210009v5
Prepared By Logicalis for:
City of Victorville
To the attention of :
City of Victorville
14343 Civic Drive
Victorville, CA 92393
August 19, 2025
Executive Summary
This quote is for a 48-month FLEX Enterprise Agreement subscription for both UC and UCCX, with a subscription cost of $420,360.00, and has been set up for annual billing.
The total cost, including Professional Services - $599.851.36 Subscription Terms:
UC - Start date of 09/26/2025 and end date of 09/25/2029 UCCX - Start date of 09/26/2025 and end date of 09/25/2029 Annual billing to the City of Victorville will be approximately the following:
• Year 1 - $105,090.00 + $204,458.56 (Professional
Services)
• Year 2 - $105,090.00
• Year 3 - $105,090.00
• Year 4 - $105,090.00
The professional Services portion will be invoiced during the 1st year, which is $204,458.56 Note, Cisco's US Government and Education Multi-Year Subscription Non-Appropriation Policy is in effect for this quote. In the event of non-appropriation during a multi-year subscription, upon written request within at least sixty (60) days prior to the expiration of the annual subscription term, Cisco will offer the customer the right to terminate the remainder of the multi-year subscription without any penalties.
City of Victorville
A
ugust 19, 2025
Quotation # 2025-210009v5
Pricing Summary
The following is a price summary of Logicalis’ proposed solution.
Price Summary
Amount
Software
$420,360.00
Vendor Resold Services
$195,698.56
Professional Services
$8,760.00
Products One Time Discount
-$24,967.20
Grand Total
$599,851.36
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
COV- Cisco Webex Calling & Contact Center - 4 Year
Quotation # 2025-210009v5
Customer Name & Address
Logicalis Account Executive
City of Victorville
14343 Civic Drive
Victorville, CA 92393
Jesse Zepeda
Corona, CA 90602
+1 9513932313
[email protected]
Bill To Address
Ship to Address
City of Victorville
14343 Civic Dr
Victorville, CA 92392-2303
City of Victorville
14343 Civic Drive
Victorville, CA 92393
This Quotation adheres to the pricing requirements of the NASPO ValuePoint Master Agreement #AR3227, Cisco Participating Addendum CA #7-20-70-47-01 contract.
Item
Qty
Part Number
Description
Unit Price
Extended Price
Products
1 1 Webex Contact Center -
Cisco Professional
Services
Webex Contact Center - Cisco
Professional Services
Subtotal: $53,128.91
2 1 CX-PDIC-COC-CSM Collaboration Contact Center Custom Solution
$13,554.08 $13,554.08
3 1 CX-PDIC-COC-CSM Collaboration Contact Center Custom Solution
$19,921.85 $19,921.85
4 1 CX-PDIC-COC-CSM Collaboration Contact Center Custom Solution
$19,652.98 $19,652.98
5 1 Webex Calling - Cisco
Professional Services
Webex Calling - Cisco Professional
Services
Subtotal: $142,569.65
6 1 CX-PDIC-COA-CSM Collaboration Calling Custom Solution $67,374.25 $67,374.25 7 1 CX-PDIC-COA-CSM Collaboration Calling Custom Solution $38,200.51 $38,200.51 8 1 CX-PDIC-COA-CSM Collaboration Calling Custom Solution $36,994.89 $36,994.89 9 1 Discount Amount Product Discount -$24,967.20 -$24,967.20 Products Subtotal
$170,731.36
Logicalis Professional Services - Fixed Fee
10 1 PS Project Initiation $4,380.00 $4,380.00
11 1 PS Project Completion $4,380.00 $4,380.00
Logicalis Professional Services Fixed Fee Subtotal
$8,760.00
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
Item
Qty
Part Number
Description
Term
(Months)
Invoicing
Frequency
Recurring
Charge
Extended Price
Products Annuity
1 1
Contact Center
Contact Center
Subtotal:
$144,383.84
2 1
A-FLEX-3-CC
Flex 3.0 for Contact Center
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
3 1
SVS-CSS-SUPT -
SSPT
Solution Support for
Collaboration
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$3,606.00
$14,424.00
4 6
A-FLEX-WCC-P-C
Webex Contact Center
Premium Concurrent Agent
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$7,588.80
$30,355.20
5 1
A-FLEX-P-CC
On Prem to Webex Contact
Center - Premises Ent
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
6 1
A-FLEX-CJIVR-ENT
WxCC Additional Cisco IVR
Ports Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
7 1
A-FLEX-WCALL-
ENT
Webex Calling Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
8 1
A-FLEX-ADDON-
ENT
Contact Center Addon
Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
9 6
A-FLEX-P-C-AGT -
ENT
Webex Contact Center
Concurrent Premium Agent
Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
10 29
A-FLEX-S-C-AGT -
ENT
Webex Contact Center
Concurrent Standard Agent
Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
11 29
A-FLEX-WCC-S-C
Webex Contact Center
Standard Concurrent Agent
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$24,812.40
$99,249.60
12 1
Webex Calling
Webex Calling
Subtotal:
$277,149.45
13 1
A-FLEX-3
Collaboration Flex Plan 3.0
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
14 618
A-FLEX-C-PRO
Webex Calling Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
15 5
A-FLEX-MSTE-NU-
ENT
Meeting Suite Named User
Entitlement (1)
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
16 515
A-FLEX-P-CALL
Prem to Webex Calling / UCM
Cloud
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
17 12460
A-FLEX-FILESTG-
ENT
File Storage Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
18 623
A-FLEX-MSG-ENT
Messaging Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
19 618
A-FLEX-C-DEV-
ENT
Cloud Device Registration
Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
20 258
A-FLEX-CL-CA
Webex Calling Common Area
Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
21 5
A-FLEX-NUM-EE
NU Webex Meetings Package
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$1,844.40
$7,377.60
22 258
A-FLEX-LGW-CUBE
CUBE for Webex Calling (2)
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
23 5
A-FLEX-NBR-STG
Webex Cloud Recording
Storage Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
24 623
A-FLEX-PROPACK-
ENT
Pro Pack for Cisco Control Hub
Entitlement
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
25 520
SVS-FLEX-SUPT -
BAS
Cisco Support Standard
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
26 515
A-FLEX-EACL
EntW Webex Calling
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$51,788.40
$207,153.60
27 5
A-AUD-TOLLDIALIN
Meetings Toll Dial-In Audio (1)
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
28 5
A-AUD-EDGEAUD-
USER
Webex Edge Audio (1)
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
29 1
A-AUD-VOIP
Included VoIP (1)
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$0.00
$0.00
30 515
A-AUD-OCP1-EA
Outbound Calling Plan -
Committed Enterprise
Agreement User
Est. Start Date: 09-26-2025
Est. End Date: 09-25-2029
48 Annual
$15,450.00
$61,800.00
Products Annuity Total
$105,090.00
$420,360.00
Item
Qty
Part Number
Description
Unit Price
Overage (reference pricing only; not included in Quotation total)
1 1
A-FLEX-WCC-P-C-O
Webex Contact Center Premium
Concurrent Agent Overage
$170.00
2 1
A-FLEX-WCC-S-C-O
Webex Contact Center Standard
Concurrent Agent Overage
$115.00
3 1
A-FLEX-RS-GB-O
Additional Recording Storage - Gb
Overage
$0.04
4 1
A-FLEX-C-IVR-O
Webex Contact Center Addl IVR Ports
Overage
$70.00
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
5 1
A-FLEX-ERC
Emergency Response Center Call fee per
location search US
$43.00
6 1
A-AUD-PSTN-INT
International Metered Calling for Local
$0.00
7 1
A-AUD-AHP-FEE-U
Port Order After Hours Fee
$170.00
8 1
A-AUD-CNCL-U
Port Order Cancellation Fee
$5.00
9 1
A-AUD-DATE-U
Port Order Change / Cancel Fee
(Expedited)
$100.00
10 1
A-AUD-PSTN-SN-NL-U
Service Number Non Local Overage
$0.00
11 1
A-AUD-OCP1-U
Outbound Calling Plan- Uncommitted
Usage Overage
$0.13
12 1
A-AUD-PSTN-INT-NL
International Metered Calling for Non
Local
$0.00
13 1
A-AUD-U-SN-U
Service Number Bundle
$0.03
14 1
A-AUD-U-TN
Telephone number (TN) for Local
Number- Uncommitted
$0.03
15 1
A-AUD-SNAP-FEE-U
Port Order Snapback Fee
$500.00
16 1
A-AUD-PSTN-SN-U
Service Number Overage
$0.00
17 1
A-AUD-U-SN-NL-U
Service Number Non Local Bundle
$0.03
18 1
A-AUD-U-TN-NL
Telephone number (TN) for Non Local
Number- Uncommitted
$0.03
Grand Total
Products and Services Subtotal:
$599,851.36
Grand Total:
$599,851.36
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
Professional Services Statement of Work
Communication & Network Services - Webex Calling Implementation Tasks and Activities
1 Implement
1.1 Implementation Configuration
1.1.1 30 hours of Logicalis assistance with Webex Calling Deployment
Project Management
The assigned Logicalis Project Manager will be responsible for providing the following Project Management Services:
Project Management (L1)
Planning
• Project initiation phone call
• Resource scheduling
• High-level milestone timeline
Execution
• Tracking of Products relating to this SOW ordered through Logicalis, if applicable • Project status meetings up to 2 hours*
• Resource schedule management
• Oversight of project activitie
• Serves as the Customer Service point of contact
Monitoring & Controlling
• Project Deliverables management
• Scope of Services and Project Schedule management
• Document Project Change Requests (PCRs), if applicable • Project budget estimates vs. actual reporting (for Time & Material engagements) Closing
• Project closure and Acceptance processing
*If the Project is priced as a Fixed Price, the Price includes up to two (2) cumulative resource hours dedicated for status meetings. Any additional time spent on status meetings in excess of these two (2) hours are considered out of scope. Such additional meetings require a mutually agreed upon PCR. If the Project is priced on a Time and Material basis, then Customer will be billed according to the rates set forth herein.
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
Professional Services Assumptions / Customer Responsibilities
Non-Contiguous Delivery
Logicalis has selected, designed, and quoted the Services to be performed and (as applicable) Deliverables to be provided under this SOW with an understanding that they will be delivered in more than one discrete time interval and/or in planned phases of work (i.e., non-contiguously). To enable Logicalis to deliver maximum value of the Services within the mutually accepted timeframe set forth in this SOW, Customer acknowledges and agrees that a Project Change Request, setting forth any applicable adjustments to the project timeline and pricing, including but not limited to hourly, recurring, and flat fee pricing (depending on the impact on Logicalis’ efficiencies and resource allocations), will need to be made and executed in any of the three (3) following events:
1. Customer requests a change of the SOW timeline or scheduling of Services for convenience; or
2. Customer is the precipitating reason, either by its own action or inaction or that of its contractors, agents, employees, or (as applicable) users of Services performed under this SOW, cause a delay in the performance of Services by Logicalis; or
3. Customer requests a project hold (i.e., a pause in Logicalis’ performance of Services).
Each such Project Change Request will describe, at the minimum, the duration and/or extent of the timeline or scheduling change, the reason for Customer’s request for a timeline or scheduling change, and any applicable pricing changes resulting from such change
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
Terms and Conditions
Terms Applicable to All Sales
1. In the event Customer chooses to lease the Products and/or Services from a third party leasing company, Customer remains liable for payment to Logicalis for all Products and/or Services purchased until Logicalis receives payment from such leasing company.
2. All items not specifically included in this document are out of scope.
3. Prices are valid for 30 days from date of the document unless otherwise stated.
4. The information in this document is considered proprietary and confidential to Logicalis. By acceptance of this Quotation, Customer agrees to maintain this confidentiality and use such information for internal purposes only.
Terms Applicable for Product Sales
1. To the extent applicable, the terms of the NASPO ValuePoint Master Agreement #AR3227, Cisco Participating Addendum CA #7-20-70-47-01 are incorporated herein by reference. For all other terms not addressed in the previously stated contract, Logicalis Terms of Sale, found on our website at www.us.logicalis.com/tcsales apply and are incorporated herein by reference.
2. Any variation in quantity or requested delivery may result in price changes.
3. Prices are subject to change without notice in the event the Product's manufacturer/distributor changes the price to Logicalis.
4. Shipping and taxes are added at time of invoice. Shipping charges are subject to handling fees for specifying carriers and same day shipments.
5. Logicalis collaborates with the OEM/distributor to schedule delivery to Customer’s loading dock; inside delivery is available upon request and may increase the cost of delivery.
6. For Cisco Products being resold by Logicalis pursuant to this Quotation, Customer hereby agrees to be bound by the applicable Cisco General Terms (including applicable Offer Descriptions), Buying Programs, Supplemental Terms, and other terms and conditions terms governing the access and use of such Products, which are located at the following link(s) as applicable (“Cisco Terms”): (a) www.cisco.com/c/en/us/about/legal/ cloud-and-software/cloud-terms.html for all Product offerings stated therein; and (b) for Products that are packaged Cisco services, https://www.cisco.com/c/dam/en_us/about/doing_business/legal/ service_descriptions/docs/Services-Guide.pdf. The Cisco Terms are incorporated herein by reference. For any Cisco Products purchased on a subscription basis, the subscription shall automatically renew for subsequent terms equal in duration to the initial term at Logicalis’ then-current prevailing rates in effect at the time of renewal unless Customer, no less than forty-five (45) days prior to the end of the then-current subscription term, either: (a) issues a new purchase order to Logicalis; (b) accepts a Logicalis Quotation for renewal of such Products; or (c) provides written notice of non-renewal to Logicalis.
Terms Applicable for Professional Services Sales
1. To the extent applicable, the terms of the NASPO ValuePoint Master Agreement #AR3227, Cisco Participating Addendum CA #7-20-70-47-01 are incorporated herein by reference. For all other terms not addressed in the previously stated contract, Logicalis Terms of Sale, found on our website at www.us.logicalis.com/tcsales apply and are incorporated herein by reference.
2. General customer responsibilities, project assumptions, change management processes, and other terms applicable to the delivery and receipt of services (as applicable to this Quotation), found at us.logicalis.com/ gcr, are incorporated herein by reference.
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
3. Unless otherwise mutually agreed upon, reasonable travel expenses will be tracked separately and billed directly to Customer. Travel expenses will include cost incurred from travel (airfare, rental car, mileage, tolls and lodging). Meals, if any, will be billed at the per diem rate of $65.
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
Quotation Acceptance
By signing below, the undersigned accepts this offer and confirms that he/she is authorized to purchase these items on behalf of Customer. This offer may be accepted by purchase order or other acknowledgement of acceptance, including, without limitation, by signing this document. Any reference to a Customer's Purchase Order or P .O. number does not indicate Logicalis' acceptance of terms and conditions referenced on/attached to any such P .O.
Accepted By:
City of Victorville
Accepted By:
Logicalis, Inc.
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Printed Name
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© 2025 Logicalis, Inc. All trademarks are acknowledged. All rights reserved.
City of Victorville
August 19, 2025
Logicalis, Inc.
Quotation # 2025-210009v5
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
Cisco Services –Statement of Work
This SOW is subject to and governed by the Services Agreement (“Agreement”) with Cisco as defined in the Services Guide (http://cs.co/Services-Guide), which is incorporated into and made a part of this SOW by this reference. Capitalized terms used in this SOW and not otherwise defined shall have the meanings given them in the Agreement. To the extent there is a conflict between the terms of this SOW and the Agreement, the terms of the SOW shall control with respect to the subject matter of the SOW, unl ess explicitly stated otherwise in this SOW.
As this SOW does not create any rights and obligations between End User and Cisco, Customer agrees that prior to accepting a Purchase Order from End User that Customer will either:
• Ensure that End User understands Cisco’s obligations to the Customer and End User’s responsibilities and obligation to Customer under the SOW, or
• Include the project scope and responsibilities of each party for the Service as set forth in the SOW in its separate contract(s) with End User for the Services resold by Customer and disclose that Customer has contracted with Cisco for the provision of such Services.
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
1. Project Scope
Cisco will provide the Services described hereunder that Customer is purchasing from Cisco to resell to City of Victorville (“End User” or “Customer”). This SOW must be read in conjunction with the Services Guide. All references to “Completion and Acknowledgement Process” or “Change Management Procedures” in this SOW sh all mean the processes as described in the Services Guide.
Cisco Architecture: Collaboration
Technology Services: Webex Calling
1.1. Services Schedule
Services will be scheduled by Cisco after this SOW has been fully signed and Cisco has received a valid Purchase Order from Customer. Cisco shall have a lead-time of up to forty-five (45) Business Days to commence the Services. Cisco will notify Customer in writing (with e-mail being acceptable) of the actual commencement date of Services (“T0” or “Start Date”). The term of this SOW commences on the Services Start Date and continues until completion of the last Milestone. a. Cisco will provide a mutually agreed Project Management Plan (“PMP”). The PMP is a baseline document from which the Cisco PM can manage deliverables, assess progress, and manage change management issues and any ongoing questions.
For clarity, the table below and the order of Services in Section 2, “Services Description”, may not represent the sequence in which the Services will be delivered. The Parties will mutually agree to a final delivery schedule at the commencement of the Services which will be documented in the Project Schedule or PMP. Completion of the Services by the completion date agreed in the final Project Schedule or PMP is dependent upon each party meeting its respective obligations hereunder.
Service Description(s) Document Deliverable(s)
Target Start Date
(in Business Days)
Target End Date
(in Business Days)
Solution Requirements Development Solution Requirement
Document
T0 T0 + 4
Solution Design Development Solution Design Document T0 + 5 T0 + 14 Test Plan Development Test Plan T0 +15 T0 + 17
Migration Plan Development Migration Plan T0 + 18 T0 + 20 Implementation Execution None T0 + 21 T0 +25
Testing Execution None T0 + 26 T0 + 28
Migration Execution None T0 + 29 T0 + 32
Post Migration Support None T0 + 33 T0 + 35
Knowledge Transfer None T0 + 36 T0 +37
If a Service, SOW Milestone or a specific Document Deliverable is listed for review, approval and signoff in the Services Description below, the parties will use the Completion and Acknowledgement Process.
2. Services Description
2.1. Solution Requirements Development
Cisco will
a. Gather information from Customer for the purposes of drafting the Solution Requirements Document by:
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
i. Providing Customer with a requirements questionnaire to list Customer business objectives and technical requirements for the proposed solution.
ii. Review existing Customer provided documentation related to current and planned architectural design(s). iii. Conducting a Two (2) Business Day remote Solution Requirements Development workshop to review requirements of the proposed solution gathered from the Customer and if required (to be determined at Cisco’s discretion) perform a gap analysis against the current architectural design(s) the results of which will be included in the Solution Requirement Document.
iv. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft a Solution Requirement Document which shall be limited to the following:
i. Business, technical, and operational requirements.Future technology plans.Identified feature or functionality gaps.Summary of the functionality of Webex Calling configuration (Gateways/ Regions/ PSTN etc.)Site/ location/ User and Device dataExclusions
c. Provide the Solution Requirement Document for review and approval. d. Provide written notification that the Solution Requirement Development Services are complete.
Customer will
e. Provide Cisco with input into the Solution Requirement Document by:
i. Returning the completed requirements questionnaire Five (5) Business Days from receipt. ii. Providing the specific requirements and required documentation including relevant documentation related to the Customer’s current and planned architectural design(s). iii. Participating in the Solution Requirements Development workshop. iv. Participating in interviews.
f. Review and approve the Solution Requirement Document. g. Provide signoff for Solution Requirements Development Services.
2.2. Solution Design Development
Cisco will
a. Gather and review information from Customer for the purposes of drafting the Solution Design by:
i. Reviewing Customer provided information.
ii. Conducting a Two (2) Business Day remote Solution Design workshop. iii. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft the Solution Design Document which shall be limited to the following:
i. Identified feature or functionality gaps
ii. Location requirements and peering connectivity
iii. Identified 22 sites
iv. 600 Knowledge workers and 250 common area devices
v. Control Hub configuration and integration for Directory, SSO, RedSky Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
vi. User and workspace calling features
vii. Types of endpoints, gateways, IP address, call routing configuration, firewalls, desktop, call flow details, PSTN integration, LDAP, and SSO, connectivity to Webex Calling, and third -party integration viii. Gather geos/regions where the Webex Calling services will be instantiated ix. Local Gateway
c. Provide the Solution Design Document for review and approval. d. Provide written notification that the Solution Design Development Services are complete.
Customer will
e. Provide the following information upon request by Cisco:
i. Documentation related to current and planned architectural designs f. Provide Cisco with input into the Solution Design Document by:
i. Providing the specific requirements and required documentation. ii. Participating in the Solution Design workshop.
iii. Participating in interviews.
g. Review and approve the Solution Design Document.
h. Provide signoff for Solution Design Services.
2.3. Test Plan Development
Cisco will
a. Gather and review information from Customer for the purposes of drafting the Test Plan by:
i. Reviewing Customer provided information.
ii. Conducting a One (1) Business Day remote Test Plan Development workshop to discuss with Customer the high- level test plan, test cases, execution process and test tools to be used. iii. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft a Test Plan which shall be limited to the following:
i. Test case expected results and pass/fail criteria.
ii. Test case tool requirements (if applicable)
iii. Call scenarios, to include:
iv. - Common calling features: voicemail, call forward, etc. v. - Call to and from a telephone number within the new location: local/national/international PSTN (if applicable), intra-site, inter-site calls external and internal fax send and receive Phone devices to soft clients vi. 911 emergency calls
c. Provide the Test Plan for review and approval.
d. Provide written notification that the Test Plan Development Services are complete.
Customer will
e. Provide Cisco with input into the Test Plan Document by:
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
i. Providing the specific requirements and required documentation. ii. Participating in the Test Plan Development workshop. iii. Participating in interviews.
f. Review and approve the Test Plan.
g. Provide signoff for Test Plan Development Services.
2.4. Migration Plan Development
Cisco will
a. Gather and review information from Customer for the purposes of drafting the Migration Plan by:
i. Reviewing Customer provided information.
ii. Conducting a One (1) Business Day remote Migration Plan Development workshop for Customer to gather and agree upon the Customer's migration requirements and plan the migration steps. iii. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft a Migration Plan which is a guide for the migration engineer to follow and contains relevant node and site - specific information and provides a record of the basic tests and actions carried out prior to migration. The Migration Plan excludes testing of application availability beyond connectivity to the implemented solution. The Migration Plan includes information necessary to carry out the migration of connectivity to products identified in the appropriate bill of materials, and as installed at the Customer location, and to verify basic operation and the environment is Ready for Service. "Ready for Service" means that the Customer environment, or a sub-set of it, is functioning as per the specifications documented in the Migration Plan. The Migration Plan drafted by Cisco shall be limited to the following:
i. Steps to migrate the existing solution to the deployed Webex Calling solution ii. Information necessary to carry out the migration of connectivity to Webex Calling, changes to existing Customer infrastructure, and/or new/existing site migrations (User/Devices) iii. Any switchover dependencies
iv. Defined sites/devices migration
c. Provide the Migration Plan for review and approval.
d. Provide written notification that the Migration Plan Development Services are complete.
Customer will
e. Provide the following information upon request by Cisco:
i. Site/ location/ User and Device data
f. Provide the description of traffic, users and/or devices (as applicable), to be migrated at least Five (5) Business Days following completion of the Implementation Execution Services. Customer shall ensure that the list of all traffic, users and/or devices (as applicable), to be migrated at each site is accurate and provide continuous management of those services.
g. Provide Cisco with input into the Migration Plan Document by:
i. Providing the specific requirements and required documentation. ii. Participating in the Migration Plan Development workshop.
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
iii. Participating in interviews.
h. Determine Customer's migration requirements and retain overall responsibility for any business process impact and any process change implementations resulting from the migration services. i. Agree with Cisco on appropriate and timely maintenance windows in advance to enable migration activities planning at each site as will be detailed in the Migration Plan. j. If requested by Cisco, provide physical and logical network schematics for other network elements not included in the scope of this project but reasonably necessary for the provision of Services. k. Review and approve the Migration Plan.
l. Provide signoff for Migration Plan Development Services.
2.5. Implementation Execution
Cisco will
a. Provide remote Implementation Execution Services for the Cisco products covered by the scope of this SOW in accordance with the Cisco product specification and execute the tasks and procedures documented in the Implementation Plan.
b. Configure the Webex Calling platform to include the following site-specific information:
c. - Users/ devices
d. - Types of endpoints
e. - Gateways
f. - Call flow details
g. - Users/devices data
h. - Additional geo region
i. - Voice gateway and phone displacement
j. - Call routing changes
k. - PSTN integration
l. - Configuration for Directory, SSO, RedSky in the Data Gathering Workbook and only as it pertains to Control Hub configuration exclusively
m. - Update the Data Gathering Workbook to include implemented components, devices, and features, to reflect the final as-built workbook
n. Cisco approved devices that require conversion from enterprise firmware to MPP firmware will be upgraded or converted by the Cisco CX team
o. Provide written notification that the Implementation Execution Services are complete.
Customer will
p. Manage the delivery, installation, and configuration of equipment not provided by Cisco that is required to work with, or act as, part of the Cisco-provided equipment.
q. Complete the following tasks within Five (5) Business Days of Migration Plan Development to allow Cisco to complete the implementation execution services:
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
i. Deploy customer premise equipment (CPE) onsite and calling application soft-client ii. Ensure minimum firmware is loaded on all devices necessary to register to the Cisco systems iii. Upgrade on-prem gateway
iv. hardware/software if applicable
v. Configure on-prem local gateway to interface with Webex Calling if applicable vi. Configure on-prem or Cloud Directory, SSO, 3rd party and Webex Hybrid Services components vii. Control Hub configuration for Webex Hybrid Services components viii. Collect and configure the user and location data into the RedSky portal to ensure correct E911 operations ix. Obtain signed certificates for the CSRs provided by Cisco migration window to troubleshoot, test and validate x. Configure any required network changes, i.e., QoS for calling traffic, DHCP, TFTP, ports, firewall, proxy r. Ensure Cisco has access to key Customer stakeholders and Customer site (including physical and/or remote access to solution, devices, and facilities) as necessary for Cisco to perform the Implementation Execution Services. s. Manage any Customer internal change management procedures. t. Make any corrections to Customer-provided and/or installed equipment, as required. u. If applicable, provide input and assist in updating the document used for implementation execution with final, “as - built” information.
v. Provide signoff for Implementation Execution Services.
2.6. Testing Execution
Cisco will
a. Provide remote Testing Execution Services in accordance with the approved Test Plan b. Provide the updated Test Plan to Customer to include the test results. c. Provide written notification that the Testing Execution Services are complete.
Customer will
d. Provide signoff for Testing Execution Services.
2.7. Migration Execution
Cisco will
a. Provide onsite Migration Execution Services in accordance with the approved Migration Plan. b. Validate that number assignment and number porting have completed (if applicable) c. Verify devices come online and register to Webex Calling d. Resolve any issues discovered during testing to ensure that service has been successfully activated for Users in the migration window
e. Provide written notification that the Migration Execution Services are complete.
Customer will
f. Designate key Customer stakeholders to be available to Cisco during migration.
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
g. Provide Cisco with access to all designated areas required for Cisco to perform migration. h. Complete the following tasks within Five (5) Business days of Completion of the Migration Plan Development Services to allow Cisco to complete the migration execution services:
i. Coordinate the migration maintenance windows with Customer ii. Provide any onsite resources, as required
iii. Coordinate number porting activities with provider iv. Coordination and configuration of 3rd party elements to support the Cisco cloud migration activity v. Configure the dial plan modifications to on-premises equipment to support migration event as planned vi. Configure any User-Level calling features required
i. Coordinate access to third party application support personnel. j. Ensure the agreed maintenance windows are available for Cisco to perform migration activities. k. Communicate to Customer’s affected end users the downtime during the agreed maintenance windows. l. Manage delivery, installation, and configuration of equipment not provided by Cisco during the migration that is required to work with, or act as, part of the equipment that Cisco is providing during the migration. m. Provide signoff for Migration Execution Services.
2.8. Post Migration Support
Cisco will
a. Provide Two (2) consecutive Business Days of remote post migration support services over a period of One (1) calendar weeks (the “Post Migration Support Services”). Post Migration Support will commence the next Business Day following completion of Migration Execution Services. b. Provide Post Migration Support Services which will be delivered by One (1) Cisco resource(s) as consultative advice and guidance on the following:
i. Assisting with troubleshooting related to Partner testing of the migrated devices c. Provide the Provide Post Migration Support Services which will be deemed complete on the earlier of the consumption of the above defined number of Business Days or the end of the Post Migration Support period, whereafter Cisco will be entitled to issue an invoice for these Support Services.
Customer will
d. Provide at least two (2) suitably skilled and trained resources to work with Cisco as necessary during the Post Migration Support Services.
2.9. Knowledge Transfer
Cisco will
a. Within five (5) Business Days following completion of Migration Execution Services, reach agreement on the location and the commencement date of the Knowledge Transfer workshop(s). b. Provide information to Customer regarding any Knowledge Transfer session pre -requisites for Customer personnel nominated to attend the Knowledge Transfer workshop(s). Cisco will determine an appropriate format and delivery method for the Knowledge Transfer workshop(s), which will be conducted in English.
Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
c. Conduct One (1) remote Knowledge Transfer workshop(s) on topics noted below. The Knowledge Transfer Sessions do not replace product training related to the solution. Each workshop will be held for One (1) consecutive Business Days, for up to a maximum of Ten (10) participants.
d. Provide Knowledge Transfer on topics relevant to the scope of Services described in the SOW. e. Provide related knowledge transfer material, if any. Knowledge Transfer Services will be deemed complete on delivery of all the Knowledge Transfer workshop(s).
Customer will
f. Within five (5) Business Days following completion of Migration Execution Services reach agreement with Cisco on the actual location and the commencement date of the Knowledge Transfer workshop(s). g. Provide further information about Customer’s requirements to enable Cisco to deliver a more focused and tailored Knowledge Transfer workshop.
h. Provide Cisco with the names and basic profiles of personnel attending the Knowledge Transfer workshop at least five (5) Business Days before commencement of the workshop(s). i. In the event that the Knowledge Transfer workshop(s) are held at the Customer facility, ensure that the facility is capable and has all the resources of supporting the workshop(s), in Cisco’s determination. j. Ensure that Customer’s personnel attending the Knowledge Transfer workshop(s) meet all Knowledge Transfer session pre-requisites identified by Cisco.
3. Project Assumptions
The Services and Services pricing are based upon the following assumptions. Changes to the Services may result in an adjustment in the pricing and any additional costs identified as a result of deviations from these assumptions will be managed through t he Change Management Procedures.
3.1 If Customer materially fails or delays the performance of its responsibilities (including those within the Services Guide), Cisco will be entitled to submit a Change Request to the SOW to address the failure or delay. Cisco will not be required to continue to perform Services until the Change Request is signed.
3.2 Only the Services as detailed within Section 1.1 “Services Schedule” and Section 2 "Services Description" are within the scope of this SOW. Anything not mentioned in this SOW is explicitly out of the scope of Services.
3.3 Unless otherwise stated in this SOW, the Cisco Services will be provided remotely for the following location(s):
a. Victorville, CA
3.4 Services will be provided for the Products listed below. This SOW does not apply to the purchase of the Product. a. Webex Calling
4. Pricing
Customer will issue a Purchase Order(s) in accordance with this Section.
Brief Description Price (USD)
Services described in Section 1 and Section 2 142,569.65 Total Price: (USD)$ 142,569.65
4.1 Purchase Order
Customer shall purchase the Services by issuing a Purchase Order(s) containing the line items shown in the Pricing Table and provide such Purchase Order(s) to their Cisco contact. For clarity, if T&E is applicable, a separate line item for T&E Cisco Systems, Inc.
Project Name: Webex calling PDI 22 sites
Project ID: F24460/ Deal ID: 71678228
must also be included. The terms and conditions of this SOW prevail regardless of any additional or conflicting terms on the Purchase Order, other correspondence or any oral communications between the parties.
4.2 Travel and Expense (“T&E”)
The above pricing of Services includes Travel and Expense (“T&E”) in support of Services described herein.
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
Cisco Services – Customer Statement of Work
This SOW is subject to and governed by the Services Agreement (“Agreement”) with Cisco as defined in the Services Guide (http://cs.co/Services-Guide), which is incorporated into and made a part of this SOW by this reference. Capitalized terms used in this SOW and not otherwise defined shall have the meanings given them in the Agreement. To the extent there is a conflict between the terms of this SOW and the Agreement, the terms of the SOW shall control with respect to the subject matter of the SOW, unless explicitly stated otherwise in this SOW.
As this SOW does not create any rights and obligations between End User and Cisco, Customer agrees that prior to accepting a Purchase Order from End User that Customer will either:
• Ensure that End User understands Cisco’s obligations to the Customer and End User’s responsibilities and obligation to Customer under the SOW, or
• Include the project scope and responsibilities of each party for the Service as set forth in the SOW in its separate contract(s) with End User for the Services resold by Customer and disclose that Customer has contracted with Cisco for the provision of such Services.
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
1. Project Scope
Cisco will provide the Services described hereunder that Customer is purchasing from Cisco to resell to City of Victorville (“End User” or “Customer”). This SOW must be read in conjunction with the Services Guide. All references to “Completion and Acknowledgement Process” or “Change Management Procedures” in this SOW shall mean the processes as described in the Services Guide.
Cisco Architecture: Collaboration
Technology Services: Webex Contact Center Advise and Implement
1.1. Services Schedule
Services will be scheduled by Cisco after this SOW has been fully signed and Cisco has received a valid Purchase Order from Customer. Cisco shall have a lead-time of up to forty-five (45) Business Days to commence the Services. Cisco will notify Customer in writing (with e-mail being acceptable) of the actual commencement date of Services (“T0” or “Start Date”). The term of this SOW commences on the Services Start Date and continues until completion of the last Milestone.
a. Cisco will provide a mutually agreed Project Management Plan (“PMP”). The PMP is a baseline document from which the Cisco PM can manage deliverables, assess progress, and manage change management issues and any ongoing questions.
For clarity, the table below and the order of Services in Section 2, “Services Description”, may not represent the sequence in which the Services will be delivered. The Parties will mutually agree to a final delivery schedule at the commencement of the Services which will be documented in the Project Schedule or PMP. Completion of the Services by the completion date agreed in the final Project Schedule or PMP is dependent upon each party meeting its respective obligations hereunder.
Service Description(s) Document Deliverable(s)
Target Start Date
(in Business Days)
Target End Date
(in Business Days)
Solution Requirements Development Solution Requirement
Document
T0 T0 + 2
Solution Design Development Solution Design Document T0 + 2 T0 + 4 Test Plan Development Test Plan T0 + 5 T0 + 6
Migration Plan Development Migration Plan T0 + 7 T0 + 8 Implementation Execution None T0 + 9 T0 + 12
Testing Execution None T0 + 13 T0 + 14
Migration Execution None T0 + 15 T0 + 18
Post Migration Support None T0 + 19 T0 + 21
Knowledge Transfer None T0 + 22 T0 + 23
If a Service, SOW Milestone or a specific Document Deliverable is listed for review, approval and signoff in the Services Description below, the parties will use the Completion and Acknowledgement Process.
2. Services Description
2.1. Solution Requirements Development
Cisco will
a. Gather information from Customer for the purposes of drafting the Solution Requirements Document by:
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
i. Providing Customer with a requirements questionnaire to list Customer business objectives and technical requirements for the proposed solution.
ii. Review existing Customer provided documentation related to current and planned architectural design(s). iii. Conducting a One (1) Business Day remote Solution Requirements Development workshop to review requirements of the proposed solution gathered from the Customer and if required (to be determined at Cisco’s discretion) perform a gap analysis against the current architectural design(s) the results of which will be included in the Solution Requirement Document.
iv. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft a Solution Requirement Document which shall be limited to the following:
i. Business, technical, and operational requirements that include:
ii. Target use cases.
iii. Success criteria.
iv. Future technology plans.
v. Identified feature or functionality gaps.
vi. -Prerequisites for Webex Contact Center deployment that include:
vii. Voice services and unified communications infrastructure-specific requirements. viii. Cloud data connectivity and bandwidth requirements. ix. Inbound, out-dial requirements.
x. Country regulation requirements (if applicable).
xi. Desktop connectivity requirements.
xii. Interactive Voice Response (IVR) applications.
xiii. Recording and reporting requirements.
xiv. Data security requirements.
c. Provide the Solution Requirement Document for review and approval. d. Provide written notification that the Solution Requirement Development Services are complete.
Customer will
e. Provide Cisco with input into the Solution Requirement Document by:
i. Returning the completed requirements questionnaire Five (5) Business Days from receipt. ii. Providing the specific requirements and required documentation including relevant documentation related to the Customer’s current and planned architectural design(s). iii. Participating in the Solution Requirements Development workshop. iv. Participating in interviews.
f. Review and approve the Solution Requirement Document. g. Provide signoff for Solution Requirements Development Services.
2.2. Solution Design Development
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
Cisco will
a. Gather and review information from Customer for the purposes of drafting the Solution Design by:
i. Reviewing Customer provided information.
ii. Conducting a One (1) Business Day remote Solution Design workshop. iii. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft the Solution Design Document which shall be limited to the following:
i. Technical objectives and requirements fulfillment based on the approved Solution Requirements Document. ii. Proposed device addressing plan.
iii. Proposed Webex Contact Center solution network topology. iv. Webex Contact Center application call flows, scripts, and associated requirements. v. Telephony infrastructure integration-specific details. vi. Agent site and Desktop Connectivity specifications. vii. IVR application call flows, dialed numbers (DN), Call Types, skills and queues specific details (for Dual Tone Multi- Frequency (DTMF) IVR-based call flows).
viii. Any Chat and email specifications.
ix. Recording specifications.
x. Reporting specifications.
xi. Supervisor monitoring/barge-in specifications.
xii. Webex Contact Center-supported Customer Relationship Management (CRM) out of box integration specifications.
xiii. Potential future growth.
xiv. Network infrastructure.
xv. Voice infrastructure.
xvi. Database specifications for screen-pop.
xvii. Third-party integrations.
xviii. Gaps, risks, and any other areas that could impact the implementation. xix. Webex Contact Center migration requirements and planning of the migration steps, which may include:
xx. Steps and schedule to migrate the existing solution to the Webex Contact Center solution. xxi. Any changes to which operations staff should be alerted. xxii. Migration dependencies, if any.
xxiii. Third-party, environmental dependency requirements. c. Provide the Solution Design Document for review and approval. d. Provide written notification that the Solution Design Development Services are complete.
Customer will
e. Provide the following information upon request by Cisco:
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
i. Existing UCCX configuration related to current and planned architectural designs. f. Provide Cisco with input into the Solution Design Document by:
i. Providing the specific requirements and required documentation. ii. Participating in the Solution Design workshop.
iii. Participating in interviews.
g. Review and approve the Solution Design Document.
h. Provide signoff for Solution Design Services.
2.3. Test Plan Development
Cisco will
a. Gather and review information from Customer for the purposes of drafting the Test Plan by:
i. Reviewing Customer provided information.
ii. Conducting a One (1) Business Day remote Test Plan Development workshop to discuss with Customer the high- level test plan, test cases, execution process and test tools to be used. iii. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft a Test Plan which shall be limited to the following:
i. Test case procedures
ii. Test case expected results and pass/fall criteria
iii. Test case tool requirements, if applicable
c. Provide the Test Plan for review and approval.
d. Provide written notification that the Test Plan Development Services are complete.
Customer will
e. Provide Cisco with input into the Test Plan Document by:
i. Providing the specific requirements and required documentation. ii. Participating in the Test Plan Development workshop. iii. Participating in interviews.
f. Review and approve the Test Plan.
g. Provide signoff for Test Plan Development Services.
2.4. Migration Plan Development
Cisco will
a. Gather and review information from Customer for the purposes of drafting the Migration Plan by:
i. Reviewing Customer provided information.
ii. Conducting a One (1) Business Day remote Migration Plan Development workshop for Customer to gather and agree upon the Customer's migration requirements and plan the migration steps.
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
iii. Conducting interviews (the number and frequency of such interviews to be at Cisco’s discretion) with key Customer’s stakeholders.
b. Draft a Migration Plan which is a guide for the migration engineer to follow and contains relevant node and site - specific information and provides a record of the basic tests and actions carried out prior to migration. The Migration Plan excludes testing of application availability beyond connectivity to the implemented solution. The Migration Plan includes information necessary to carry out the migration of connectivity to products identified in the appropriate bill of materials, and as installed at the Customer location, and to verify basic operation and the environment is Ready for Service. "Ready for Service" means that the Customer environment, or a sub-set of it, is functioning as per the specifications documented in the Migration Plan. The Migration Plan drafted by Cisco shall be limited to the following:
i. Detailed migration procedures with expected results and migration requisites and requirements. c. Provide the Migration Plan for review and approval.
d. Provide written notification that the Migration Plan Development Services are complete.
Customer will
e. Provide the following information upon request by Cisco:
i. Contact Center custom reports
ii. Custom desktop, scripts or UCCX Applications
f. Provide the description of traffic, users and/or devices (as applicable), to be migrated at least Five (5) Business Days following completion of the Implementation Execution Services. Customer shall ensure that the list of all traffic, users and/or devices (as applicable), to be migrated at each site is accurate and provide continuous management of those services.
g. Provide Cisco with input into the Migration Plan Document by:
i. Providing the specific requirements and required documentation. ii. Participating in the Migration Plan Development workshop. iii. Participating in interviews.
h. Determine Customer's migration requirements and retain overall responsibility for any business process impact and any process change implementations resulting from the migration services. i. Agree with Cisco on appropriate and timely maintenance windows in advance to enable migration activities planning at each site as will be detailed in the Migration Plan. j. If requested by Cisco, provide physical and logical network schematics for other network elements not included in the scope of this project but reasonably necessary for the provision of Services. k. Review and approve the Migration Plan.
l. Provide signoff for Migration Plan Development Services.
2.5. Implementation Execution
Cisco will
a. Provide remote Implementation Execution Services for the Cisco products covered by the scope of this SOW in accordance with the Cisco product specification and execute the tasks and procedures documented in the Implementation Plan.
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
b. Provide written notification that the Implementation Execution Services are complete.
Customer will
c. Manage the delivery, installation, and configuration of equipment not provided by Cisco that is required to work with, or act as, part of the Cisco-provided equipment.
d. Ensure Cisco has access to key Customer stakeholders and Customer site (including physical and/or remote access to solution, devices, and facilities) as necessary for Cisco to perform the Implementation Execution Services. e. Manage any Customer internal change management procedures. f. Make any corrections to Customer-provided and/or installed equipment, as required. g. If applicable, provide input and assist in updating the document used for implementation execution with final, “as - built” information.
h. Provide signoff for Implementation Execution Services.
2.6. Testing Execution
Cisco will
a. Provide remote Testing Execution Services in accordance with the approved Test Plan b. Provide the updated Test Plan to Customer to include the test results. c. Provide written notification that the Testing Execution Services are complete.
Customer will
d. Complete the following tasks within Five (5) Business Days of Testing Execution Services to allow Cisco to complete the testing execution services:
i. The customer will provide Cisco their User Acceptance Test e. Provide signoff for Testing Execution Services.
2.7. Migration Execution
Cisco will
a. Provide remote Migration Execution Services in accordance with the approved Migration Plan. b. Perform migration of Customer solution to a production environment in accordance with the agreed upon Solution Design Document; this may include tasks to migrate the following to production state:
c. Sites.
d. Systems.
e. Solutions.
f. End users.
g. Networks.
h. Provide written notification that the Migration Execution Services are complete.
Customer will
i. Designate key Customer stakeholders to be available to Cisco during migration. j. Provide Cisco with access to all designated areas required for Cisco to perform migration.
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
k. Coordinate access to third party application support personnel. l. Ensure the agreed maintenance windows are available for Cisco to perform migration activities. m. Communicate to Customer’s affected end users the downtime during the agreed maintenance windows. n. Manage delivery, installation, and configuration of equipment not provided by Cisco during the migration that is required to work with, or act as, part of the equipment that Cisco is providing during the migration. o. Provide signoff for Migration Execution Services.
2.8. Post Migration Support
Cisco will
a. Provide Two (2) consecutive Business Days of remote post migration support services over a period of One (1) calendar weeks (the “Post Migration Support Services”). Post Migration Support will commence the next Business Day following completion of Migration Execution Services. b. Provide Post Migration Support Services which will be delivered by One (1) Cisco resource(s) as consultative advice and guidance on the following:
i. Troubleshooting to assist in the resolution of post-implementation issues. c. Provide the Provide Post Migration Support Services which will be deemed complete on the earlier of the consumption of the above defined number of Business Days or the end of the Post Migration Support period, whereafter Cisco will be entitled to issue an invoice for these Support Services.
Customer will
d. Provide at least two (2) suitably skilled and trained resources to work with Cisco as necessary during the Post Migration Support Services.
2.9. Knowledge Transfer
Cisco will
a. Within five (5) Business Days following completion of Migration Execution, reach agreement on the location and the commencement date of the Knowledge Transfer workshop(s). b. Provide information to Customer regarding any Knowledge Transfer session pre -requisites for Customer personnel nominated to attend the Knowledge Transfer workshop(s). Cisco will determine an appropriate format and delivery method for the Knowledge Transfer workshop(s), which will be conducted in English. c. Conduct Two (2) remote Knowledge Transfer workshop(s) on topics noted below. The Knowledge Transfer Sessions do not replace product training related to the solution. Each workshop will be held for One (1) consecutive Business Days, for up to a maximum of Five (5) participants.
d. Provide Knowledge Transfer on topics relevant to the scope of Services described in the SOW. e. Provide related knowledge transfer material, if any. Knowledge Transfer Services will be deemed complete on delivery of all the Knowledge Transfer workshop(s).
Customer will
f. Within five (5) Business Days following completion of Migration Execution reach agreement with Cisco on the actual location and the commencement date of the Knowledge Transfer workshop(s). g. Provide further information about Customer’s requirements to enable Cisco to deliver a more focused and tailored Knowledge Transfer workshop.
Cisco Systems, Inc.
Project Name: Webex contact center PDI
Project ID: F24723/ Deal ID: 72261895
h. Provide Cisco with the names and basic profiles of personnel attending the Knowledge Transfer workshop at least five (5) Business Days before commencement of the workshop(s). i. In the event that the Knowledge Transfer workshop(s) are held at the Customer facility, ensure that the facility is capable and has all the resources of supporting the workshop(s), in Cisco’s determination. j. Ensure that Customer’s personnel attending the Knowledge Transfer workshop(s) meet all Knowledge Transfer session pre-requisites identified by Cisco.
3. Project Assumptions
The Services and Services pricing are based upon the following assumptions. Changes to the Services may result in an adjustment in the pricing and any additional costs identified as a result of deviations from these assumptions will be managed through t he Change Management Procedures.
3.1 If Customer materially fails or delays the performance of its responsibilities (including those within the Services Guide), Cisco will be entitled to submit a Change Request to the SOW to address the failure or delay. Cisco will not be required to continue to perform Services until the Change Request is signed.
3.2 Only the Services as detailed within Section 1.1 “Services Schedule” and Section 2 "Services Description" are within the scope of this SOW. Anything not mentioned in this SOW is explicitly out of the scope of Services.
3.3 Unless otherwise stated in this SOW, the Cisco Services will be provided remotely for the following location(s):
a. Victorville, CA
3.4 Services will be provided for the Products listed below. This SOW does not apply to the purchase of the Product. a. Webex Contact Center
4. Pricing
Customer will issue a Purchase Order(s) in accordance with this Section.
Brief Description Price (USD)
Services described in Section 1 and Section 2 53,128.91 Total Price: (USD)$ 53,128.91
4.1 Purchase Order
Customer shall purchase the Services by issuing a Purchase Order(s) containing the line items shown in the Pricing Table and provide such Purchase Order(s) to their Cisco contact. For clarity, if T&E is applicable, a separate line item for T&E must also be included. The terms and conditions of this SOW prevail regardless of any additional or conflicting terms on the Purchase Order, other correspondence or any oral communications between the parties.
4.2 Travel and Expense (“T&E”)
Travel and Expense (“T&E”) is not included, or itemized, in the above pricing. Pricing is for Remote Services only or Customer/End User Site is considered local and Travel and Expense (T&E) is not necessary.