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HomeMy WebLinkAboutC22-091 Zoom Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 1 of 8 Statement of Work for Guided Deployment Services This Statement of Work for Professional Services (“SOW”) between Zoom Video Communications, Inc. (“Zoom”) and Eagle County, Colorado (“Customer”) is effective on 2/1/2022 (“Effective Date”) and is governed by the Zoom Terms of Service found at http://www.zoom.us/terms (unless Customer and Zoom have entered into a written governing Master Subscription Agreement, in which case such written agreement will govern). Customer’s purchase of Professional Services pursuant to this SOW is also governed by the Zoom Professional Services Terms and Conditions available at: https://zoom.us/professional-services-terms. Any capitalized terms used but not defined herein shall have the meaning ascribed to them in the Zoom Terms of Service (or Master Subscription Agreement, as applicable) or Zoom Professional Services Terms and Conditions. Bill To: Sold To: Eagle County, Colorado 500 Broadway Street Eagle, Colorado 81631 USA Eagle County, Colorado 500 Broadway Street Eagle, Colorado 81631 USA Contact: Scott Lingle Phone: 970-328-8640 Email: Scott.lingle@eaglecounty.us Contact: Scott Lingle Phone: 970-328-8640 Email: Scott.lingle@eaglecounty.us Date: 2/1/2022 (quote is valid for 30 days from this date) Order/ Quote Number: PSO-009065 Total SOW Amount: $4,834.75 Account Executive: Shari Rene PSO Representative: Travis Stewart Agreement This Statement of work is entered into as of 2/1/2022 between Zoom Video Communications, Inc. and Eagle County, Colorado. Zoom Video Communications, Inc. Eagle County, Colorado By: By: Date: Date: PO Number: (if applicable) Project: DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F 2/25/2022 Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 2 of 8 Scope Value Completion Criteria Project Scope Each location or Site listed in Appendix A will be included in a mutually agreed deployment plan. Rate per Site as identified in Appendix B (excluding applicable taxes and expenses (Actuals Completion of all Professional Services described in this SOW for each site. The following activities shall be performed in accordance with this SOW at the locations(s) identified and for the number of Users and Sites indicated in the attached Appendices: 1) General a) Selection and assignment of a designated Technical Project Manager (“TPM”) and Project Engineer (“PE”) by Zoom. The Zoom TPM will act as a Single Point of Contact for the delivery of all services, following Zoom’s proven deployment best practices. The Zoom TPM will also be responsible for the following activities in connection with this SOW: i) Internal and external project kick-off sessions. ii) Creation and management of project governance, including but not limited to: (1) Project plan and schedule; (2) Communication plan, resource requirements, escalation process, change control, and test plan; (3) Action and Risk register; iii) Internal and external project kick-off iv) Completion of resource assignments and scheduling in alignment with the master project schedule; v) Management of project documentation; vi) Management of project timelines in alignment and via consensus with the Customer designated internal Project Manager or single point of contact; vii) Identification, communication, and mitigation of project risks and issues; viii) Alignment of project goals and scope with Customer expectations during project initiation/ kick-off; ix) Development, review, authoring, implementation, and managing any mutually agreed upon change requests and interventions to achieve project outputs; x) Facilitating and leading regular status update meetings, organize planning sessions and Customer steering committees, as applicable; xi) Completing scoped migration and go live support; and xii) Performing closure procedures at the conclusion of project activities. 2) Zoom Phone Assessment and Design a) Zoom Phone Needs Assessment and Design - The Zoom TPM and/or Zoom PE will partner with the Customer to schedule Assessment and Design sessions with Customer’s point of contact(s). The location(s) and number of users involved in the Assessment and Design process are set forth in Appendix A. The Zoom PE works with the Customer to complete the Needs Assessment and Design documents. i) Details within the Needs Assessment and Design document include: (1) Company Implementation Strategy; (2) Customer Site Information; (3) Site Implementation strategy; (4) User/Device Information; (5) Porting data/information; (6) Call flow(s); (7) BYOC and Premise Peering Requirements (If specified); (8) Analog Gateway Requirements (If Specified); DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 3 of 8 (9) Roles and Permissions; (10) Implementation Overview; (11) Go-Live Readiness requirements. ii) The fully reviewed Needs Assessment and design documents are signed off by Customer and Zoom’s Project Engineer prior to moving to deployment. iii) Delay in completing and returning Customer documentation may result in an adjustment of project timeline. 3) Zoom Phone Readiness Review – Zoom will provide the Customer with a review/report of the below items for each location/ site. a) Zoom Phone Readiness Review will be conducted for each location/site(s): i) Wired Network. ii) Wireless Network. b) The Zoom Phone Readiness review shall contain statistics and metrics on the customer’s current network environment to include: i) Firewall Port analysis (TCP/UDP open ports). ii) Bandwidth. iii) Latency. iv) Packet Loss. v) Jitter. vi) MOS Score. c) Zoom’s Project Engineer will provide the following: i) Zoom Phone Firewall Port/Proxy recommendations ii) Assistance with readiness tool installation. iii) Document and share results of the review for customer reference. iv) Recommendations. v) Network readiness reviews (however, if not completed prior to Go-Live, then the assessment for this project is forfeited). vi) Additional network reviews or consultations are available to the customer via a separate, executed Statement of Work and will result in additional fees. d) Future Zoom features and functions which are neither launched nor available to the market as of the date of Customer’s signature to this SOW are out of scope and not part of this SOW. When such pending, beta or future features and functions become available, they may be deployed under a separately negotiated SOW. 4) Data Requirements and Preparation a) Zoom will provide the Customer templates for collecting required data for implementation. Items which may be identified and documented are the following: i) User List. ii) Site information. iii) Direct Inward Dial (DID) Phone numbers. iv) Current extensions. v) Desktop Phone information. vi) Call Queues (hunt groups) including call distribution methodology (simultaneous ring, sequential ring, rotating ring, etc.). vii) IVR/Auto Receptionist. viii) Multi-line appearance (typically used by Administrative Assistants). ix) BYOC/Premise Peering required information for configuring the trunk (Zoom’s BYOC Trunk Group). x) Customer will provide the required information utilizing the Zoom provided templates with the data requested above to Zoom. 5) Zoom Project Management Remote Guided Deployment Services a) A Standard Remote Deployment DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 4 of 8 i) Zoom Professional Services typically performs all services remotely, unless otherwise designated as on-site in Appendix A of this SOW. Remote delivery/deployment services include: (1) Assignment of a Zoom Technical Project Manager to manage the overall project and deliverables. (2) Delivery of the following Zoom Phone PSO services: (a) Develop needs assessment and design document(s) with the customer. (b) Create a project plan based on aforementioned project requirements and design document(s). (c) Provide instructions and best practices for handset placement and testing. (d) Coordination of end-user training sessions delivered by the Zoom Customer Success Manager. (e) Cut-over Customer support staff preparation. (f) Cut-over open conference call. (g) Document open issues and enhancement requests in a project log. (h) Perform formal project closure processes. (i) Perform formal after-action review with customer. (3) Standard Remote Service Hours: Unless otherwise specified, pricing is based on performing the Services between the hours of 8:00 AM to 5:00 PM local site time, Monday-Friday, excluding holidays (“Standard Service Hours”). Work performed outside Standard Service Hours may be subject to additional “off hours” charges, via a separately executed SOW. 6) Zoom Training Services a) Admin Training – Zoom Professional Services will coordinate Customer Success Manager resources to administrator training. i) Customer shall not withhold the Professional Services Project completion for any reason in the event of any delay in the delivery of the Zoom training services. b) End User Training - Zoom Professional Services will coordinate Customer Success Manager resources to complete standard end user training at no additional cost. i) Customer shall not withhold the Professional Services Project completion for any reason in the event of any delay in the delivery of the Zoom training services. 8) Customer Responsibilities and SOW Exclusions a) The Customer is responsible for all aspects not specifically included in this Statement of Work. Out of scope and Customer Responsibility items include, without limitation: b) Zoom Phone Deployment i) Zoom Deployment (1) Customer will configure the following Zoom Phone components based on the specifications agreed to between the Zoom and the Customer in the Design reviews as indicated in this SOW and associated Appendices including: (a) Company (b) Sites (c) Call Flows (d) Call Queues (e) Auto Receptionists (f) Users (g) Desktop Phones (h) Analog devices (Zoom Portal) (i) SBC and/or gateway configuration, provisioning, etc. (Unless otherwise indicated in the SOW) (j) Install, provision, configure, and ensure users are proficient on the Zoom Meeting client. (2) Purchase required Zoom Phone licenses and Calling Plan. (3) Provide all necessary information and data for DID porting and deployment, including but not limited to; DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 5 of 8 (a) Listing of all users with usernames, email addresses, DID’s, Extensions, and site/ location. (b) All pages of all current applicable phone bills. (c) Service addresses and Authorized Contacts for each phone bill/ carrier account. (d) BTN for each phone bill/ carrier account. (e) Order and procure desktop phones, headsets, and conference room audio devices as required, and other equipment. (4) Provide all necessary information required for Zoom Phone BYOC trunk configuration. (5) The customers LAN/WAN infrastructure;: (a) Network requirements for Zoom products; (b) Quality of Service (QoS) configuration; (c) Firewall or Access Control List (ACL) configuration; (d) Power over Ethernet (POE) port activation / configuration (6) Configuration and software installation on customer PCs. (7) Decommission and disposal of any legacy equipment. (8) Customizations on individual User endpoints, or phone settings. (9) Provide workspace for Zoom on-site personnel (as scoped). (10) Phones or devices not defined on Zoom’s Supported Device Listing on Zoom’s support website at: https://support.zoom.us/hc/en-us/articles/360001299063-Certified-Zoom-Phone-devices (11) Headsets. (12) On premises trunk configuration, diagnostics, and/or troubleshooting unless otherwise specified in the appendices of this SOW. (13) Mobile device configuration, diagnostics, and/or troubleshooting. (14) End-user support. (15) Moves, Adds, and Change activities. (16) Unless otherwise specified, Customer is responsible for: (a) Third Party software and/or hardware integration configuration, decommissioning, and/or troubleshooting, including other telephony systems, network equipment, and software applications. Configuration, deployment, support, and troubleshooting of any desk phones, devices, headsets, and equipment that are not supported by Zoom Phone. (b) Analog device configuration. (c) Overhead paging. (d) Postage Machines. (e) Fax Machines. (f) Credit Card or Point of Sale (POS) Machines (g) Door buzzer or Automatic Door Controller (h) Other analog devices. (i) Development of customized user guides, documentation, references, training materials, etc. (j) Provide all pre-recorded greetings and prompts. (k) Cross-site coordination. (l) Perform network recommendations as detailed per Zoom recommendations. (m) Existing SBC and/or Gateway configuration, provisioning, etc. 9) Customer’s Telephone Number Porting a) The Customer is responsible for authorizing the telephone number porting by Zoom. Zoom shall provide guidance on porting data collection and shall assist with submission of porting request(s). This effort pertains to those locations identified in Appendix A. Customer and Zoom agree that Zoom is not responsible for and does not control the portability of any individual number or group of numbers and the sign-off of the Professional Services completion shall not be withheld by Customer for any delays arising from or relating to the porting of the numbers. b) Notwithstanding part 6(a) above, the Zoom Project Manager, upon Customer request, may assist the Customer with this porting responsibility by performing the following tasks for each Site: i) The Zoom Project Manager shall assist the Customer with the initial submission of port requests and shall assist in the management of Zoom PSO porting orders/requests. DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 6 of 8 ii) Customer shall provide Zoom all appropriate Letters of Authorization (“LOA”'s), billing information, all pages of all recent phone bills and authorized signer for each location iii) Porting submissions will include numbers mapped to correct site/location as “company” numbers or Direct Dial phone numbers. 10) Delays and Changes a) No changes to this SOW, and no changes or additions to the services described herein, will be effective unless it is in writing (via a Change Order or separate SOW) and signed by both parties. Any Change Order will detail the requested change and the effect of such change on the Services, the fees, and the timeline. A Change Order is not effective unless it is in writing and signed by both parties. b) Any delays in the performance of consulting services or delivery of deliverables caused by Customer, including without limitation delays in completing and returning Customer documentation required during the Assessment and Design or completing the Needs Assessment, may result in an adjustment of project timeline and 11) Project Acknowledgement This SOW describes the objectives, Deliverables, Sites, fees and other components related to this project. Customer acknowledges that the delivery, installation, testing, and payment for the Professional Services rendered under any one Project is not dependent on the delivery, installation, testing, and payment for the Professional Services under any other Project. DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 7 of 8 Appendix A: Locations and Users Zoom Professional Services Organization will perform the tasks listed in this SOW remotely, for the following locations and Zoom Phone user/license count(s): Site Name Site Address Deployment Type ATAs Not to exceed Users/Licenses Count(s) Main Site Main SIte Native 3 143 Total: 3 143 DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F Professional Services Master Doc: Rev 3.0 © Zoom Video Communications, Inc. 2020 Customer Rev: 2.3 Page 8 of 8 Zoom Professional Services: Statement of Work for Professional Services Appendix B: Pricing for Professional Services Remote Service Pricing: Service Description Pricing Zoom PS Remote Zoom Professional Services Organization: Assessment, Design, Project Management and Guided Deployment $4,834.75 Total Services Amount: $4,834.75 1 Prices quoted are USD. SPECIAL TERMS & NOTES Any Special Terms & Notes set forth below shall take precedence over any conflicting terms contained in the Zoom Professional Services Terms and Conditions or Customer’s Master Subscription Agreement, as applicable. Locations are limited to those identified within this SOW. The SOW will be fully completed within six months or less. Invoices will be issued upon completion of each location. Refer to the Appendix for the number units included by each location. In the event that this SOW is not fully completed within six months post signature, Zoom has the right to invoice a non-refundable fee for any remaining unused SOW balance. DocuSign Envelope ID: 4B58E295-31D2-42BC-86B4-B6E94D6E731F