AGR-6948 - PROTEL COMMUNICATIONS INC - VOIP TELEPHONE SERVICE SUPPORT THROUGH MARCH 31 2020qcR bq48
PROFESSIONAL SERVICES AGREEMENT
VoIP Telephone Service Support]
THIS PROFESSIONAL SERVICES AGREEMENT (the "AgreemenY') is made at
Orange, Califomia, on this 3rd day of —cdn...2020 (the "Effective Date") by and
between the CITY OF ORANGE, a muntc pa corporation ("City"), and PROT'EL
COMMUNICATIONS INC., a California corporation doing business as PROTELESIS
Contractor"),who agree as follows:
1. Services. Subject to the terms and conditions set forth in this Agreement,
Contractor shall provide to the reasonable satisfaction of City the services a set forth in Request
for Proposal No. 190-26 (the"RFP"), Contractor's Proposal dated January 16,2020,and attached
Exhibits "A," and "B," all of which are incorporated herein by this reference. As a material
inducement to City [o enter into this Agreement, Contractor represents and warzants [ha[ it has
thoroughly investigated and considered the scope of services and fully understands the difficulties
and restrictions in performing the work. Contractor shall perform all services in a manner
reasonably satisfactory to City and in a manner in conformance with the standards of quality
normally observed by an entity provided such services to a municipal agency. All services
provided shall conform to all federal, state and local laws, rules and regulations and to the best
proFessional standards and practices. The terms and conditions se[forth in this Agreement shall
control over any terms and conditions in Exhibit "A" to the contrary.
2. Comaensation and Fees.
a. Contractor's total compensation for all services performed under this
Agreement, shall not exceed ONE HUNDRED FIFT1'-THREE THOUSAND FIVE IIUNDRED
SEVENT'Y-FIVE DOLLARS and 00/100 ($153,575.00), as set forth in Exhibit "B," without the
prior written authorization of City.
b. The above compensation shall include all costs, including, but not limited
to, all clerical, adminishative, overhead, insurance, reproduction, telephone, travel, auto rental,
subsistence and all related expenses.
3. Pavment.
a. Payment shall be made yeady, in advance, by April 1, commencing April
1,2020, as provided in Exhibit"B:'
b. CiTy will pay Contractor the amount invoiced within thirty (30) days after
the approval of the invoice.
c. Payment shall constitute payment in full for all services, authorized costs
and authorized extra work covered by that invoice.
4. Chanee Orders. No payme t for exfra services caused by a change in the scope
or complexity of work, or for any other reason, shall be made unless and until such extra services
and a price therefor have been previously authorized in writing and approved by City as an
amendment m this Agreement. The amendment shall set forth the changes of work, extension of
time, and adjustment of the compensation to be paid by City to Conhactor.
5. Licenses. Contractor represents that it and any subcontractors it may engage,
possess any and all licenses which aze required under state or federal law to perform the work
contemplated by this Agreement and that Contractor and its subcontractors shall maintain all
appropriate licenses, including a City of Orange business license, at its wst, during the
performance of this Agreement.
6. Indeoendent Contractor. At all times during the term of this Agreement,
Contractor shall be an independen[ contractor and not an employee of City. City shall have the
right to control Coniractor only insofar as the result of Contractor's services rendered pursuant to
this Agreement. City shall not have the right to control the means by which Contractor
accomplishes services rendered pursuant to this Agreement. Contractor shall, at its sole cost and
expense, furnish all facilities, materials and equipment which may be required for furnishing
services pursuant to this Agreement. Contractor shall be solely responsible for, and shall
indemnify, defend and save City harmless from all matters relating to the payment of its
subcontractors, agents and employees, including compliance with social security withholding and
all other wages, salaries, beneFits, taxes, exactions, and regulations of any nature whatsoever.
Contractor acknowledges that it and any subcontractors, agents or employees employed by
Coniractor shall not,under any circumstances,be considered employees of CiTy,and that they shall
not be entitled to any ofthe benefits or rights afforded employees of City,including,but not limited
to, sick leave, vacation leave, holiday pay, Public Employees Retirement System benefits, or
health, life, dental, long-term disability or workers' compensation insurance benefits.
7. Contractor Not Aaent. Except as City may specify in writing, Contractor shall
have no authoriTy, express or implied, to act on behalf of City in any capacity wl atsoever as an
agent. Contractor shall have no authority, express or implied, to bind City to any obligation
whatsoever.
8. Desienated Persons. Only those qualified persons authorized by CiTy shall
perform work provided for under this Agreement. It is understood by the padies that clerical and
other nonprofessional work may be performed by persons other than those designated.
9. Assianment or SubcontractinQ. No assignment or subcontracting by Contractor
of any part of this Agreement or of funds to be received under this Agreement shall be of any force
or effect unless the assignment has the prior written approval of City. City may terminate this
Agreement rather than accept any proposed assignment or subcontracting. Such assignment or
subcontracting may be approved by the City Manager or his/her designee.
10. Time of Comoletion. Except as otherwise speciFied in E7chibit "A," Con[ractor
shall commence the work provided for in this Agreement within five(5)days of the Effective Date
of this Agreement and diligently prosecute completion of the work.
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11. Time Is of the Essence. Time is of the essence in this Agreement. Contractor shall
do all things necessary and incidental to the prosecution of Con7actor's work.
12. Reserved.
13. Delays and Extensions of Time. Con[ractor's sole remedy for delays outside its
control,other than those delays caused by City, shall be an extension of time. No matter what the
cause of the delay,Contractor must document any delay and request an extension of time in wri[ing
at the time of the delay to the satisfaction of City. Any extensions granted shall be limited to the
length of the delay outside Contractor's control. If Contractor believes that delays caused by City
will cause it to incur additional costs, it must specify, in writing, why the delay has caused
additional costs to be incurred and the exact amount of such cost at the time the delay occurs. No
additional costs can be paid that exceed the not to exceed amount stated in Section 2.a, above,
absen[a written amendment to this Ageement.
14. Products of Contractor. The documents, studies, evaluations, assessments,
reports,plans, citations, materials, manuals,technical data, logs, files, designs and other products
produced or provided by Contractot for this Agreement shall become the property of City upon
receipt. Contractor sl all deliver all such products to City prior to payment for same. City may
use, reuse or otherwise utilize such products without restriction.
15. Equal Emnlovment Oaportunitv. During the performance of this Agreement,
Contractor agrees as follows:
a. Contractot shall not discriminate against any employee or applicant for
employment because of race, color,religion, sex, national origin,mental or physical disability, or
any other basis prohibited by applicable law. Contractor shall ensure that applicants are employed,
and that employees are treated during employment, without regard to their race, color, religion,
sex, national origin, mental or physical disability, or any other basis prohibited by applicable law.
Such actions shall include,but no[be limited to the following: employment,upgrading, demotion
or transfer,recruitment or recruitment advertising,layoff or termination,rates of pay or other forms
of compensation and selection for training, including apprenticeship. Contractor agrees to post in
conspicuous places, available to employees and applicants for employment, a notice setting forth
provisions of this non-discrimination clause.
b. Contractor shall, in all solicitations and adveRisements for employees
placed by, or on behalf of Contractor, state that all qualified applicants will receive consideration
for employment without regard to race, color, religion, sex, national origin, mental or physical
disability, or any other basis prohibited by applicable law.
c. Contractor shall cause the foregoing puagraphs (a)and(b)to be inseRed in
all subcontracts for any work covered by this Agreement, provided that the foregoing provisions
shall not apply to subcontracts for standard commercial supplies or raw materials.
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16. Conflicts of Interest. Contractor agrees that it shall not make, participate in the
making, or in any way attempt to use its position as a consultant to influence any decision of City
in which Contractor knows or has reason to know that Contrac[or, its officers, partners, or
employees have a financial interest as defined in Section 87103 of the Government Code.
17. Indemnitv.
a. To the fullest extent permitted by law, Contractor agrees to indemnify,
defend and hold City, its City Council and each member thereof, and the officers, officials, agents
and employees of City(collectively the "Indemnitees") entirely harmless from all liability arising
out oE
1) Any and all claims under workers' compensation acts and other
employee benefit acts with respect to Contractor's employees or Conhactor's subcontractor's
employees arising out of Contractor's work under this Agreement, including any and all claims
under any law pertaining to Contractor or its employees' status as an independent contractor and
any and all claims under Labor Code section 1720 related to the payment of prevailing wages for
public works projects; and
2) Any claim, loss, injury to or death of persons or damage to property
caused by any act, neglect, default, or omission other than a professional act or omission of
Contractor, or person, firm or corporation employed by Contractor, either directly or by
independent conhact, including all damages due to loss or theft sustained by any person, firm or
corporation including the Indemnitees, or any of them, azising out of, or in any way connected
with the work or services which are the subject of this Agreement, including injury or damage
either on or off CiTy's proper[y; but not for any loss, injury, death or damage caused by the active
negligence or willful misconduct of CiTy. Contractor, at its own expense, cost and risk, shall
indemnify any and all claims, actions, suits or other proceedings that may be brought or instituted
against the Indemnitees on any such claim or liability covered by this subparagraph, and shall pay
or satisfy any judgment that may be rendered against the Indemnitees, or any of them, in any
action, suit or other proceedings as a result of coverage under this subparagraph.
b. Reserved.
c. Except for the Indemnitees, the indemnifications provided in this
Agreemen[ shall not be construed to extend any third par[y indemnification rights of any kind to
any person or entiTy which is not a signatory to this Agreement.
d. The indemnities set forth in this section shall survive any closing,
rescission, or termination of this Agreement, and shall continue to be binding and in full force and
effect in perpetuity wi[h respect to Contractor and its successors.
18. Insurance.
a. Contractor shall carry workers' compensation insurance as required by law
for the protection of its employees during the progress of the work. Contractor understands that it
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is an independent contractor and not entitled to any workers' compensation benefits under any
CiTy program.
b. Contractor shall maintain during the life of this Agreement the following
minimum amount of comprehensive general liability insurance or commercial general liability
insurance: the greater of (1) One Million Dollars ($1,000,000) per occurrence; or (2) all the
insurance coverage and/or limits carried by or available to Contractor. Said insurance shall cover
bodily injury, death and property damage and be written on an occurrence basis.
c. Contractor shall maintain during the life of this Agreement, the following
minimum amount of automotive IiabiliTy insurance: the greater of(1) a combined single limit of
One Million Dollars ($1,000,000); or (2) all the insurance coverage and/or limits carried by or
available to Contractor. Said insurance shall cover bodily injury, death and property damage for
all owned, non-owned and hired vehicles and be written on an occurrence basis.
d. Any insurance proceeds in excess of or broader than the minimum required
coverage and/or minimum required limits which are applicable to a given loss shall be available
to City. No representation is made that the minimum insurance requirements of this Agreement
are sufficient to cover the obligations of Contractor under this Agreement.
e. Each policy of general liability and automotive liability shall provide that
CiTy, its officers, officials, agents, and employees are declazed to be additional insureds under the
terms of the policy, but only with respect to the work performed by Contractor under this
Agreement. A policy endorsement to that effect shall be provided to City along with the certificate
of insurance. In lieu of an endorsement, City will accept a copy of the policy(ies)which evidences
that City is an additional insured as a contracting party. The minimum coverage required by
Subsection 18.b and c, above, shall apply to City as an additional insured.
Reserved.
g. The insurance policies maintained by Contractor shall be prunary insurance
and no insurance held or owned by CiTy shall be called upon ro cover any loss under the policy.
Contractor will determine its own needs in procurement of insurance to cover liabilities other than
as stated above.
h. Before Contractor performs any work or prepares or delivers any materials,
Contractor shall fumish certificates of insurance and endorsemenu, as required by City,
evidencing the aforementioned minimum insurance coverages on forms acceptable to City,which
shall provide that the insurance in force will not be canceled or allowed to lapse without at least
ten (10) days' prior written notice to City.
i.All insurance maintained by Contractor shall be issued by companies
admitted to conduct the pertinent line of insurance business in California and having a rating of
Grade A or better and Class VII or better by the latest edition of Best Key Rating Guide. In the
case of professional liability insurance coverage, such coverage shall be issued by companies
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either licensed or admitted to conduct business in California so long as such insurer possesses the
aforementioned Best rating.
j Contractor shall immediately notify CiTy if any required insurance lapses or
is odierwise modified and cease performance of this Agreement unless otherwise directed by City.
In such a case, City may procure insurance or self-insure the risk and charge Contractor for such
costs and any and all damages resulting therefrom, by way of set-off from any sums owed
Con[ractor.
k. Contractor agrees that in the event of loss due to any of the perils for which
it has agreed to provide insurance, Contractor shall look solely to its insurance for recovery.
Contractor hereby grants to CiTy,on behalf of any insurer providing insurance to either Contractor
or City with respec[to the services of Contractor herein,a waiver of any right to subrogation which
any such insurer may acquire against City by viRue of the payment of any loss under such
insurance.
l.Contractor shall include all subcontractors, if any, as insureds under its
policies or shall furnish separate certificates and endorsements for each subcontractor to City for
review and approval. All coverages for subcontractors shall be subject to all of the requirements
stated herein.
19. Termination. City may for any reason terminate this Agreement by giving
Contractor not less than five (5) days' written notice of intent to terminate. Upon receipt of such
notice, Contractor shall immediately cease work, unless the notice from City provides otherwise.
Upon the termination of this Agreement, City shall pay Contractor for services satisfactorily
provided and all allowable reimbursements incurred to the date of termination in compliance with
this Agreement, unless termination by City shall be For cause, in which event City may withhold
any disputed compensation. City shall not be liable for any claim of lost profits.
20. Maintenance and Insoection of Records. In accordance with generally accepted
accounting principles, Contractor and its subcontractors shall maintain reasonably full and
complete books, documents, papers, accounting records, and other information (collectively, the
records")pertaining to the costs of and completion of services perFormed under this Agreement,
City and its authorized representatives shall have access to and the right to audit and reproduce
any of Contractor's records regarding the services provided under this Agreement. Contractor shall
maintain all such records for a period of at least three (3)years after termination or completion of
this Agreement. Contractor agrees to make available all such records for inspection or audit at its
offices during normal business hours and upon three(3)days' notice from City, and copies thereof
shall be fiunished if requested.
21. Campliance with all Laws/Immiaration Laws.
a. Contractor shall be knowledgeable of and comply with all local, state and
federal laws which may apply to the performance of this Agreement.
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b. If the work provided for in this Agreement constitutes a"public works,"as
that term is defined in Section 1720 of the California Labor Code,for which prevailing wages must
be paid, to the extent Contractor's employees will perform a y work that falls within any of the
classifications for which the Department of Labor Relations of the State of California promulgates
prevailing wage determinations, Contractor hereby agrees [hat it, and any subcontractor under it,
shall pay not less than the specified prevailing rates of wages to all such workers. The general
prevailing wage determinations for crafts can be located on the website of the Department of
Industrial Relations (www.dir.ca.eov/DLSR). Additionally, to perform work under this Contract,
Contractor must meet all State regisVation requirements and criteria,including project compliance
monitaring.
c. Contractor represents and warrants that Contractor:
I) Has complied and shall at all times during the term of this
Agreement comply, in all respects, with all immigration laws, regulations, statutes, rules, codes,
and orders, including, without limitation, the Immigration Reform and Control Act of 1986
IRCA); and
2) Has not and will not knowingly employ any individual to perform
services under this Agreement who is ineligible to work in the United States or under the terms of
this Agreement; and
3) Has properly maintained, and shall at all times during the term of
this Agreement properly maintain, all related employment documentation records including,
without limita[ion, the completion and maintenance of the Form I-9 for each of Contractor's
employees; and
4) Has responded, and shall at all times during the term of this
Agreement respond, in a timely fashion to any govemment inspection requests relating to
immigration law compliance and/or Form I-9 compliance and/or worksite enfotcement by the
Department of Homeland Security, the Department of Labor, or the Social Security
Administration.
d. Conhactor shall require all subcontractors or subconsultants to make the
same representations and warranties as set forth in Subsection 21.b.
e. Contractor shall, upon request of City, provide a list of all employees
working under this Agreement and shall provide,to the reasonable satisfaction of City,verification
that all such employees are eligible to work in the United States. All costs associated with such
verification shall be borne by Contractor. Once such request has been made, Conhactor may not
change employees working under this Agreement without wtitten notice to City, accompanied by
the verification required herein for such employees.
Contractor shall require all subcontractors or sub-consultants to make the
same verification as set foRh in Subsection 21.d.
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g. If Co tractor or subcontractor knowingly employs an employee providing
work under this Agreement who is not authorized to work in the United States, and/or fails to
follow federal laws to determine the status of such employee,that shall constitute a ma[erial breach
of this Ageement and may be cause for immediate termination of this Agreement by Ciry.
h. Contractor agrees to indemnify and hold City, its officers, officials, agents
and employees harmless for,of and from any loss, including but no[limited to fines,penalties and
corrective measures City may sustain by reason of Contractor's failure to comply with said (aws,
rules and regulations in connection with the performance of this Agreement.
22. Governin¢ Law and Veuue. This Agreement shall be conshved in accordance
with and governed by the laws of the State of California a d Contractor agrees to submit to the
jurisdiction of Califomia courts. Venue for any dispute arising under this Agreement shall be in
Orange CounTy, Califomia.
23. Inteeration. This Agreement constitutes the entire agreement of the parties. No
other agreement,oral or written,pertaining to the work to be performed under this Agreement shall
be of any force or effect unless it is in writing and signed by both par[ies. My work performed
which is inconsistent with or in violation of the provisions of this Agreement shall not be
compensated.
24. Notice. Except as otherwise provided herein, all notices required under this
Agreement shall be in writing and delivered personally, by e-mail, or by first class U.S. mail,
postage prepaid, to each party at the address listed below. Either party may change the notice
address by notifying the other party in writing. Notices shall be deemed received upon receipt of
same or within three (3) days of deposit in the U.S.Mail,whichever is eazlier. Notices sent by e-
mail shall be deemed received on the date of the e-mail transmission.
CONTRACTOR" CITY"
ProTelesis City of Orange
2151 Michelson, Suite 165 300 E. Chapman Avenue
Irvine, CA 92612 Orange, CA 92866-1591
Attn.: Dan Helvering Attn.: Mike Dering
Telephone: 650.239.1439 Telephone: 714.744.2285
E-Mail: dhelvering@protelesis.com E-Mail: mdering@cityoforange.org
25. Counteroarts. This Agreement may be executed in one or more counterparts,each
of which shall be deemed an original, but all of which together shall constitute one and the same
instrument. Signatures transmitted via facsimile and electronic mail shall have the same effect as
original signatures.
Signatures on next page]
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IN WITNESS of this Agreement, the parties have entered into this Agreemen[ as of the
year and day first above written.
CONTRACTOR" CITY"
PROT'EL COMMUNICATIONS INC. CITY OF ORANGE, a municipal corporation
a California corporation
By: By:
Printed Nam : Yltc i rn,« ar A. Murphy, Mayor
Title: / c: .
By: ATTEST:
Printed Name: C
Title G
1 e
Pamela Colei an, City Clerk
APPROVED AS TO FORM:
1 ln.'
Mary E. Bii ing
Senior Assistant City Attorn y
NOTE:City requires the following signature(s) on behalf of the Contractor:
1)the Chairman of the Board,the President or a Vice-Presideut,AND(2)the
Secretary, the Chief Financial Officer, the Treasurer, an Assistant Secretaty
or an Assistant Treasurer. If only one corporate of£cer exists or one corporate
officer holds more than one corporate office, please so indicate. OR
The corporate officer named in a corporate resolutiou as authorized to enter
into this Agreement. A copy of the corporate resolution, certified by the
Secretary close in time to the execution oF the Agreement, must be provided ro
City.
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EXHIBIT"A"
SUPPORT MATRIX
Beneath this sheet.]
I ProTelesis
GloballT Innovation
MiVoice Connect Support IVlatrix 2020
Addendum to Mitel Support Contract
For City of Orange
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MiVoice Connect Support Matrix 2020
Support Business Hours: After Hours:
Schedule 7:00 AM -7:00 PM Local Time 7:00 PM to 7:00 AM Local Time, Weekends and Holidays
Respon5e Time(1) 15 Minu[es from first
System Down(2)contact to engineer on
24x7x365viaphone thesystem
call to P oTelesis
Support
Respanse Time(1) Business Hours: Aher Hours:
Non-Critical Issues 1 tiour" 2 Hours""
Advanced Replacement
HardWafe 4Hoursdurfng
Replacement(3) husiness hours,NBo
aherhours
Support Ac[ess Phone,Email,Webchat,SMS
System Down
Included
Support
MiVoice Connect
Included
Software
ProTelesis Performed
Softwa e Upgrade(4)
Unlimited
Authorized Upto201ndividuals
Contafts(5) TrainedJDesignated
DirectTier25upport Included
Remote System
z/year Upon Request
Health Checks
www.ProTelesis.com Addendum to Mitel Support Contract i
ProTelesis 1
MiVoice Connect Support Matrix 2020
Standard Break/Fix
Suppart(6)
Included
Standard MACD(Moves,
Adds,Changesand Included
Deletions)(6)
Onsite Support When
Required and Authorized
51z0/Hour;
2 Hour Minimum
by ProTelesis
NetWo k Included for Contracts
Trouhleshooting(7) Over$50k/Year
AssistancewithCarrier Included
Trou6leshooting
Server OS Maintenance/
Included
Monitoring
Offsite MiVoice Connect
Included
Data6ase 8ackup
Proactive5ystem
included
Monitoring
Technical Account
See TAM Details on Page 4
Manager(8)
Monthly System
AdministratorQ&A Included
Sessions
Monthly End-User
RetresherTrainingvla included
Webinar
Advanced PBX and
Conta[t Cente Reporting
Included for Contracts over
f om B ightmetfi[5
z5k/year,otherwise optional'
www.ProTelesis.com Addendum to Mitel Support Contract z
ProTelesis d.
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MiVoice Connect Support Matrix 2020
VERYIMPORTANT-PLEASEREAD:
If it is determined that the root cause of a support issue was due to a change to the customer's network
environment,carrier issue or unauthorized changes to the MiVoice Connect System,that particular support issue
may be billed at the appropriate time and materials rate.
1. Response time is defined as the times ittakes from a communication(phone call,web chat,SMS or email)being received
until a ProTelesis resource is actively working on a ticket.
1.A"System Down"is defined as:75Y failure of inbound or outbound calling orvoicemail is notfunc[ional or 6usiness critical
system components(ECC,workgroups,huntgroups,etc.)are non-functional. For customers with specifictelephony needs,they
may define their own"system down"measures. Examples of things that are NOT considered a System Down:
Communicators(Connec[Clientnotworking
A single(or a few)DIDs notfunctioning
AutoAttendantscheduleneedsto6echanged
Phone specifc func[ionality no[as desired
Standard moves,adds,changes and deletions
3.Four-hour hardware replacement and"no-charge"travel time is availa6le only to locations within 50 miles of one of our ProTelesis
physical offices or sales offices in Burlingame, CA,Salt Lake City, UT and Bangalore, India.Travel time is not billed for customer
sites within the 50-mile radius of either of those locations.Travel time may be billed at your regular hourly rate for all onsite
services for customers over 50 miles from a ProTelesis offices according to plan level.
a.An upgrede is defined as taking any system sokware from one version or build to the next version or 6uild. For example, moving
framversion
13.3 of ShoreTel's IPPBX to version 14.2 would 6e considered a single upgrade. Moving from version 11.1 to 14.2 would be
considered two upgrades as it is a two-stage upgrade.Different ShoreTel components(IPPBX,ECC,Mobility,etc.)that are
upgreded SEPARATELY each count as a single upgrede.Server migretions and OS upgrades are not included.
5.Authorized contacts must participate in ProTelesis or Mitel provided administretor level treining.
a.Standard support requests include any non-elective changes(system problems,bugs,etc.)or minor elective changes.Changes
that are deemed to be elective and maJor are as follows(this list is partial,other issues that may arise will 6e dealt with on a
case by casebasis):
a.Re-IP'ing of a nehvorkto include all5horeTel hardware and through ProTelesis)projeR management
software h.The necessity for an onsite visit wlll 6e determined by
h.Offce moves ProTelesis.lf a customer insists ProTelesis be onsite,rate
c.Changing ShoreTel system from one length of extension will apply based on support level.
digiutoanother(e.g.movingfrom3digitdialingto4digit i.Verifyingconnec[ivityfordevicetodevicecommunicaUon
dialing) by:
d.Complete redesign of call flow j.Ping for ICMP echoes
e.Voicemail plallorm change(I.e."we now want to use MS k.LSP connectivity
Ezchange as our voicemail platform") I.Verify subnet class for IP range
f.New server hardware installation(as long as the old server m.Checking ShoreTel devices for network errors on the
was func[ianing properly) interfaces
g.Carrier change(unless the Carrier Services are purchased n.Checking logs for network errors.
7.All other work performed beyond verifying ne[work connectivity,or at a customers request may be billable at time and materials
rates.Managed Services are availa6le for nehvork optimization,maintenance and performance.
8.Technical Account Manager-see ProTelesisTechnical Account Manager(TAM)information on page 4.
I have read the above notes and recognize that in certain cases, I may be billed above and beyond my annual support
contratted rate.
Company Signature
Date Name(printed)
www.ProTelesis.com Addendum to Mitel Support Contract a
ProTelesis 7
IVGloballfInnovationea^_I'_..J r.__ . ..._ __„ i
ProTelesis Technical Account Manager (TAM)
ProTelesis offers the most comprehensive support services in the industry...
Whether iYs our Preferred,Premium or Premium Plus Service,you can rest easy knowing we are always here to help you maximize your
investment In your Mitel System.
As part of our industry-leading support services,we offer an optional Technical Account Manager(TAM)who delivers personalized,high-
touch and proactive tethnical,operational and maintenance support.This helps you maximize your investment in ProTelesis salutions,
enhance operational efficiencies and resolve issues quickly.
CUSTOMER AUVOCA7E:
The TAM develops famillarity with the customers'business,operations,infrostruc[ure and tethnical support history,and actr as an
advocate for technical cases reported to ProTelesis and also remains vigilant of issues that may be undermining efficient handling of
those items.
CUSTOMER TECHNICAL ADVISOR:
Additionally,the TAM acGs as a technical advisor who helps customers with planning of upgrades,future system
enhancement oDPortunities to meet ongoing and expanding business requirements.
TAM PACKAGE INCLUDES:
Quarterlyreviewsofsu6mittedticketsfortrendanalysisandtraining
opportunities
Quarterly system health checks,single point of contact
Personal,high-touch engagement
Knowledge of customers infrastrutture,procedures and team
KnowledgeofProTelesis'technology,products,solutians,proceduresand
organization
Recurring team meetings and progress updates
ProactivecasemanagementandprogresstrackingotopenProTelesisTACcases
Champions individual technical cases of high business priority reported to
ProTelesis Support
Ability[o priority queue and estalate support issues in concert with Support
Management
Operotiona consultation and recommendations 6ased off of trend analysis
Enhancementreviews
Customers'System Enhancements;SW,Upgrades,Apps,HW,Etc.in concert with husiness needs
Proactive updates on software fzes and remmmended deployment of latest software releases
Review of release notes and open defects
Upgrddeplanningsupport
Mentoring on ProTelesis products,processes and tools
Coordinatestrainingforstaff
Problem root cause analysis,trend analysis,and
guidance
Helps custamers analyze impacf of reported bugs
Annual Support Rate:
Less than 525,000/year 525,o01-S50,000/year Over$50,001/year
Preferred 3150/quarter 2700/quarter Included
o Premium 1800/quarter Included Included
a
3 Premium Plus 900/quarter Included Included
Addendum to Mitel Support Contract 4
EXHIBIT "B"
COST
Beneath this sheet.]
Cityof
r, ProTelesis
C A L I F O R N I A Glo6allTfmrowtion
I. Pricing
Provide the proposed cost according to speciFcations in the attached cost proposal. Prices must be
valid for 120 days. Responder shall use Attached Cost Proposal Form (Attachment B)to indicate line-
item costs for all Services and Equipment accordingly and exactly as listed.
Xtelesis Premium"City Level" Mitel Support-See Enclosed Support Matrix for details.
5-year agreement. Paid Annual
Support service quote for attached license/equipment list for time period of and 5 (fiive)years and
any other discount structure for additional purchase. $30,715 due each year by April 1 until 2025. All
additional hardware (excluding phones) and licenses will have a proreted support cost based on the
end date.
Pricing valid for 120 days.
Term Length Contract term value Billing per year
S-year term 153,575.00 30,715
The above is for the license/equipment listed in Appendixes A and B. Including break/fix of the Mitel
appliances. We commit to the response times outlined in this RFP.
Included in the price is a System Health Check,six months after the commencement of the service
agreement with the City.
Included in the above price is the software upgrade to Mitel Connect.Any server migration and training is
billable at the discounted rate. Included in above price a Mitel roadmap meeting to discuss future
capabilities planned 6y Mitel or third-party developers.
It does not include any support for equipment,servers,VM licenses, not listed. However, ProTelesis would
be open to discussing supporting the VM environment and its servers and software if that was of interest to
the City. The price may 6e adjusted for licenses not disclosed, or added between now and when the system
service is assumed 6y ProTelesis.
Also note, items like headsets, line cord, coil cords,and batteries are not included in the support pricing.
Spare phone inventory and future purchases of additional equipment, phones, switches and
appliances.
For Mitel Connect Equipment, ProTelesis will extend a 30%off list,and 15%of our list price for any labor to
install any new Mitel Connect equipment.
Page 13 of 22
Cityof
r, ProTelesis
C A L I F O R N I A Global7(Innovation
Attachment B - Cost Proposal Form
Orange VoIP System Su port and Maintenance Cost Proposal
Mitel harclware and Software
nH• 'x'T' 4A:,`" ard vare 4i ." i
Hen:
4 10320 SG30 Voice Switth I
1--------
3 ,
4 10321 rSG•24A Voice Swi4ch _ _ _ __ __, _ _
5 70322 ISG-T7kVoiceSwilch
j_ 10260_iVofce Switch SG-90
S 10259 Voice Switch SG-50
UBTOTAL S43.865.00 -
3ofhvaie%Licensmg } ' i^: '"r :''-'
f!8m 4 r 1 : o-
6 737 30035 Extension 8 Mailbox Ilcense_
7 278 30040 Mailbox onlylicense_
I- -- - ..._.... .. _ _- 20 30044 AtldiUonalSlieUcensei..__.—_.---------
100 30039 Extension-onrylicense_
10 737 I 40005 PersonalAccessLlcense
tt 1 I 40006 OperatorAccessLicense
i? 1 60150 SBE Server(UC Server 20j,
13 2 21020 DisinbutedVotreServiceslicense
i 35 I 40007 Workgroup ABent License I
15 2 40008 Workeroup S pervisor License _
i c 8 3U043 k SIP Trunk Sottware license
7 2 70053 SIPDevicelicense -- -- - -
13 ; 1 10d80 SBEt00bundle l5userswithserveq_ _______________________
i 5 16012 APVGcaUon Dialer
20 7 3004JAddlLanpuaBe cense
S 931N IWebDialerpE,fChmmelFrefox)
22 site-- - _ IBdphlme[dcs Reportln0 - - -- - __- -.-- -- -
SIJBTOTAL $109,710.00 -
s tle ot s
L:}Tu"';n:.ti' 'Saa ses
it^c't. [ t o'11$109,10,00
k.:, .. . . . p GlO d'TOfC$153.575.00
L
Annual Payment: $30,715
Page 20 of 22
Cityof
r,n e ProTelesis
C A L I F O R N I A
Glo6al77fnnovotion
A8d tlonal Recommended Costs";"'R' ` ''`,m`^.- r`'.
Item •. .
ServerMigration Onetimewst2hoursperserver
T..______. ____._
I Connec[tralning$1,05o forthe City
4.________.____. ___.__......_.__._.__________.._._._ _.___.____ .—__ __.______
T'____ ' _'_ _ _ _' _—____ ___.__ _., ___ `___ "__' '
a - __ _ _ _ _ ..
TOTAL SS1,550.00 -
HoudyiRates Suppiy hourfy,rates!and eriy.relevanhJoG classl callon`di'sqncUoiis
Item •
Exampte,Training 5
Enampie,VolP EnBineer S
ExamO e,Network Engmeer 1
I .. ..._. __.. . ... . .. __ _. . _. _ _ -__ . . . ._.._. . ... - ' _ _ .._. . - - - -- -
r_ .,_—-
TOTAL S
J
Page 21 of 22