HomeMy WebLinkAbout2010 Leverage VoIP Contract
City of Auburn
Cisco VoiP
Phone System Support Contract
4
0 rY Of
A.lj..B,URN
OVA SH I NCTO
Presented by: Leverage Information Systems
January 20, 2010
Support Overview:
Leverage Information Systems is capable of providing 24/7/365 remote and onsite support for
City of Aubum's Cisco VoIP Phone System, located at:
25 West Main St. (City Hall)
Auburn, WA 98001
1 East Main St. (Annex)
Auburn, WA 98001
Other City Locations as they are implemented into the City Wide Cisco VolP System
Onsite VoIP Network support will be offered, per customer's request, 24x7x365 for 12-months
from the time the contract is signed and executed by both City of Auburn and Leverage
Information Systems. The contract can be renewed on an annual or bi-annual basis as the city
deems fit.
Labor Rates and Description:
Priority Response (Section A)
Leverage Information Systems will provide priority response network support onsite from 8 a.m.
to 5 p.m. PST, M-F, with a 30-minute phone response for critical issues and 2-hour onsite
response (after phone call determines it's required) for critical issues. We will provide a 4-hour
phone response for non-critical issues.
Leverage Information Systems will provide after Hours (between 5pm and 8am PST) and
Holiday Priority Response with a 30-minute phone response for critical issues and 2-hour onsite
response (after call determines it is required) for critical issues. We will provide 8-hour response
for non-critical issues.
Labor Hours for Priority Remote Response will be billed at $220 per hour.
Labor Hours for Onsite Priority Response will be billed at $220 per hour.
Yearly Price $3,500
Additional Services (Section B)
Onsite support for planned projects (i.e. network baseline, system admin, vacation replacement,
etc.). There will be a five (5) business day minimum scheduling notice required for customer to
receive contracted hourly rate of $163.00 per hour. If a five (5) day notice is not given, then
customer will be billed at $220 per hour and Engineer will be assigned when available.
Hourly Descriptions
➢ Business days are defined as M-F 8:00 a.m. - 5:00 p.m. PST and are subject to pricing
already stated.
After hours is defined as weekdays between 5:00 p.m. and 8:00 a.m. PST and Saturday
and Sundays. $220.00 per hour
➢ Holidays are defined as 'National Holidays" for the full 24 hours. 12:00am-12:00am.
$220.00 per hour
Price Summary:
Price Summary:
Section A: $3,500.00 per year + $ hourly rates as needed
Section B: $ hourly rates as needed
Maintenance Agreement
As requested, Leverage will provide priority remote and onsite support at all times (24 hours per
day, 7 days per week, 365 days per year).
Leverage response times are as follows:
Critical: 30-minute call response 24x7x365 with a 2-hour onsite response after it is deemed
a critical incident.
Major: 30-minute call back 8x5 M-F with a 2-hour onsite response (if required) or a 30-
minute call back after hours and 4-hour onsite response (if required),
Minor: 4-business hour call response and schedule Leverage Engineer as needed.
Routine: 12-business hour response and schedule Leverage Engineer as needed.
Critical Incident: Critical incidents will be defined as a phone system failure that has a critical
business impact to the City of Auburn. The customer is responsible for defining whether or not
the impact is critical in nature. If it is determined to be critical, it will be treated as such by
Leverage.
Major Incident: Major incidents will be defined to be a fault that affects or threatens any major
System component. Typically, such faults have a major impact on System performance,
reliability, or user service levels and require the most prompt attention. For the telephony
system and messaging system, this includes, but is not limited to, system processors (both
hardware and software), local and remote concentrators/switches/nodes, intemodal links and
associated network equipment and circuitry, attendant consoles, call detail recording equipment,
power supplies and battery backup, a fault in any equipment or software that causes loss or
substantial deterioration of service to more than ten percent (10%) of the user lines or trunk
circuits, loss of a majority of service in any one location, loss of any hardware or software
component resulting in the loss of 25% or more lines in a single departmental, loss of any
feature system-wide, loss of a trunk group, or a failure in redundantly configured hardware such
that redundancy is lowered to a critical level. City of Auburn reserves the right to designate in
the contract and periodically update a list of specific telephones as "critical areas" or "unique
major failures".
Minor Incidents and Other Service-Affecting Conditions: Minor incidents will be defined to be
those that indicate a fault or matter requiring human intervention that does not fit into the
category of a major or critical incident as defined above. Other service-affecting conditions are
those conditions that require maintenance or repair of a System component but do not provide
an alarm indication and do not impact system performance or reliability to the extent of a major
incident.
Immediately notify the Owner of major or minor incident conditions and their resolution.
Routine {Patches OS u at ,s etc.)
Leverage will supply, as part of the warranty and subsequent maintenance and support
contract, all patches, "bug" fixes, service pack updates, etc. for all application software as well
as for any supplied operating systems. For all telephones Leverage will supply maintenance for
the entire contract but will not supply rev. level upgrades beyond one year on the install.
These patches and updates will be installed by Leverage, either remotely or on-site during our
quarterly visit. City of Auburn will be informed of any potential system outages and will have the
final decision as to the dates and times that such updates will be performed.
City of Auburn will have the right, by telephone notice from designated members of City of
Auburn staff to the maintainers support center, to escalate any hardware failure previously
reported as a non-emergency fault to the status of an emergency fault when City of Auburn
deems such escalation is necessary.
Leverage states:
Definition of Emergency
SYSTEM INTERRUPTION LEVELS DEFINED
We typically define service interruption failures with some granularity with the intention of
providing overall guidance. In order to provide this framework, we select some metrics that are
appropriate to the customer environment, and use those metrics to determine how critical the
interruption probably is, and based on that level of criticality, whether or not an emergent type of
response is appropriate vs. a scheduled and pre-coordinated response.
What follows is our general criteria used to determine Critical, Major, Minor and Routine types of
service interruptions, and the expected response times based on those levels of interruption.
It should be noted that these levels and response times are certainly not set in stone, and are
intended as guidelines. We recognize that there may be some outages that would not fall into
the "Critical" level based on just the metrics provided, but perhaps one of the two devices that is
affected is a critical location and has a significant operational impact. For those types of
scenarios, we look to the customer to identify the interruption level as appropriate. If there are
only two devices affected, but the customer identifies it as a "Critical" outage, it shall be treated
as such by Leverage.
Critical
More than 50 users are affected
- or -
Problem affects fewer users, but is a major problem that also affects one or more host systems
or processes.
24 or -
Reporting individual reasonably believes that the interruption in service is of a Critical nature,
even though the number of users/systems affected may be different than listed above.
Major
More than 10, but less than 50 users affected
- or -
Problem affects more users, but is a minor nuisance to those users and does not stop
productivity
24 or -
Reporting individual reasonably believes that the interruption in service is of a Major nature,
even though the number of users/systems affected may be different than listed above.
Minor
Fewer than 10 users affected
.or-
Problem affects more users, but is a minor nuisance to those users and does not stop
productivity
24 or -
Reporting individual reasonably believes that the interruption in service is of a Minor nature,
even though the number of users/systems affected may be different than listed above.
Routine
Two or fewer users affected.
GUARANTEED RESPONSE INTERVALS
The response intervals contracted for are described in terms of hours and business hours. For
the purpose of this section, these terms are defined as follows:
Response "Hours" refers to the maximum number of hours in the day that are allowed to elapse
between the time of receipt of service call and first response by qualified LEVERAGE personnel.
Response "Business Hours" refers to the MAXIMUM number of normal business hours that are
allowed to elapse between the time of receipt of service call and first response by qualified
LEVERAGE personnel. Actual response times are significantly faster in almost every instance.
Normal business hours are those hours included in the normal business day defined as M-F /
8am-5pm / non-holiday.
Response intervals for the purposes of this support agreement are identified as follows:
Critical
Guaranteed Response Intervals M-F/8am-5pm/ 30 Minutes call back/2 hrs on-site or dial-
in.
After Hours/Holiday/ 30-minute call back/2-hour on-site
or dial in.
Period of Maintenance 24 hours x 365 days
Price Per Hour See Pricing above
Major
Guaranteed Response Intervals M-F/8am-5pm/30 Minutes call back/2 hrs on-site or dial-
in
After Hours/Holiday/ 30-minute call back14 hours onsite if
necessary
Period of Maintenance 24 hours x 365 days
Price Per Hour See Pricing above
Minor
Guaranteed Response Intervals M-F / 8am-5pm / 4 business hours call back
After Hours/Holiday/ 8 hours call back
Period of Maintenance 24 hours x 365 days
Price Per Hour See Pricing above
Routine
Guaranteed Response Intervals 12 business hours call back
Period of Maintenance M-F / 8am-5pm / Non-Holiday
Price Per Hour See Pricing Above
Maintenance Center
The Leverage Service center is located in Woodinville WA where most common replacement
parts, phones and Servers are in stock. All other replacement parts are in stock at the Cisco
Service Center. If a product failure occurs we will be able to refer to Cisco Smartnet for
coverage and replacement which is 24x7x4-hour onsite response on the Cisco Servers and
8x5xnext business day on the Cisco Phones.
With 24x7x4 Onsite Smartnet, you get a Field Engineer who will come to the site and replace
the part himself.
With 8x5xNBD SmartNet, if a part goes bad, Cisco will deliver it to your location, the Next
Business Day.
With SmartNet you also get 24hr x 7 days x 365 days - TAC (Technical Assistance Center)
support and you can either call Cisco TAC on the phone or open a case by email or go to the
Cisco website and open the case yourself to get assistance or if your network is affected. You
also get complete access to the Cisco documents and also s/w updates that you can download
yourself anytime. You can also participate in the user forums, post new questions and read
other people's questions and answers.
Service
Leverage describes the:
1. Process for requesting Service (See description and chart below)
2. Process for Trouble Reporting
3. Process for ordering new Equipment
(1) Service Request Procedures
All requests for repair service will be initiated via a phone call to the LEVERAGE 24 hour
service number which is (800) 877-8013.
When initiating a service call, the first step is to get to the service department. To ensure the
best service, the following flow chart is to be referred to as a guide to determine the steps to be
taken.
1) Tell the person answering that
this call Is a "Critical Emergency",
and that service personnel are to
be "immediately" contacted.
2) Leave a number that you can be
N contacted at for at least the next
60 minutes.
During
Call Normal
LEVERAGE Business
Hours?
LEVERAGE
Y service
representative
Ask for "service will call back
Department"
Provide "Service If service technician was
Request Description" not on initial call, he/she
Information (as will call back for more
identified below) to detailed information and
LEVERAGE Service action plan
SERVICE REQUEST DESCRIPTION:
Name of Service Contact. The person that LEVERAGE service personnel are to
contact to get detailed information regarding the
problem, and are to coordinate with for purposes of
problem resolution.
Phone Number for Service Contact: Telephone number and/or other methods (pager, home
number, cell phone, etc.) that will allow LEVERAGE
service personnel to speak to the Service Contact.
Name of Person Reporting (if differs The person that is r in the problem. Typically this is
from Service Contact): the same person that is to be contacted to initiate the
service, but not in all cases.
Phone Number for Person Reporting. The number with which service personnel can contact
the person reporting the problem in the event that the
individual given as the "Service Contact" that
LEVERAGE was referred to cannot be reached.
Service Location /Address: Address where failure is occurring and service
personnel are to be dispatched to if dispatch is to occur.
Symptoms Indicating Action: Very brief overview of the problem. This information is
likely going to be relayed to a technical person by a
somewhat non-technical person. Details will be
obtained upon call back by a LEVERAGE technical
services individual.
Action Required (rf known): Again, a very brief description if the caller already knows
what needs to be done, or what component is
malfunctionin .
Desired Date & Time for Action to Date/Time that the caller desires a technician dispatch
Occur.• or other activity towards resolution of the problem to
occur.
(2) Trouble Reporting Procedures
Trouble reporting can be handled in the same manner as Service requests. If this is a
reoccurring problem a technician may be assigned and in this situation City of Auburn will have
direct contact with the technician.
(3) Process for ordering new Equipment
Ordering equipment for new projects will be subject to City of Auburn standard procedures. The
contact at Leverage for new orders is Ryan Cox at 425-420-1488. For replacement equipment
Leverage will work with City of Auburn to follow manufacturer RMA guidelines.
Escalation
Leverage will provide information on their internal escalation procedures. Explain the chain of
command for problem escalation with a functional description of each person in the chain of
command authority and responsibility and the time interval between levels.
Contract Acceptance: Cisco VoIP Phone Support
ll
elnp
Print Name (City of Auburn Representative) Title
Vaal
Signature (City of Auburn Represerdative) Date
Print Name (Leverage IS Representative) Title
l Al / ~G r~! v
? ,Z-
Signature (Leverage 18 Representative) ate
Contact Information
Leverage Information Systems
www.leverageis.com
Corporate Offices:
18815 139th Ave NE, Suite B
Woodinville, WA 98072
800.825.6680
Account Team:
Ryan Cox
Territory Manager
425.420.1488
ryancO everageis.com
James Heller
Project Manager
425.387.6545
JamesH a leverageis.com
John Winters
Enterprise Network Engineer
425.420.1466
JohnAWCcr7_ieveraaeis.com