HomeMy WebLinkAboutPacket FusionFINANCE DEPARTMENT
26379 FREMONT ROAD
LOS ALTOS H ILLS., CA 94022-2624
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ISSUED To:
Packet Fusion, Inc.
PO Box 398055
San Francisco, CA 94139
PO Number: P00087
Quote$#: KD -2018 -1108 -TL
r
Date: 11/28/2018
Vendor: Packet Fusion
SHIP TO: TOWN OF LOS ALTOS HILLS
26379 W FREMONT RD
LOS ALTOS HILLS, CA 94022
1. Original invoice plus one copy must be sent to: Town of Los Altos Hills, 26379 Fremont Road, Los Altos Hills, CA 94022.
2. Payment may be expected within 30 days of receipt of goods, unless otherwise stated.
3. C.O.D. shipment will not be accepted.
4. Purchase order numbers must appear on all shipping containers, packaging slips and invoices.
5. All goods are to be shipped F.O.B. Destination unless otherwise stated.
6. All materials and services are subject to approval based on the description on the face of the purchase order or appendages thereof. Substitutions are not permitted without written
approval of the Town.
7. All goods or equipment must meet or exceed all necessary city, state and federal standards and regulations.
8. Vendor or manufacturer bears risk of loss or damage until property received and/or installed.
9. Seller acknowledges that buyer is an equal opportunity employer. Seller will comply with all equal opportunity laws and regulations that are applicable to it as a supplier of the buyer.
The Town is exempt from federal excise taxes- FEIN 94-602-7523
10. Deliveries accepted Monday through Friday (excluding holidays): 8:30 am -12:00 pm and 1:00 pm to 4:30 pm.
Finance Department: (650) 941-7222 FAX: (650) 941-3160
RESOLUTION 92-18
A RESOLUTION OF THE CITY COUNCIL OF
THE TOWN OF LOS ALTOS HILLS AWARDING A CONTRACT WITH
PACKETFUSION TO PROVIDE FOR VOICE OVER INTERNET
PROTOCOL PHONE SYSTEM
WHEREAS, the Town is currently using a phone system that is over 20 years old and is now
obsolete; and
WHEREAS, obtaining a Voice Over Internet Protocol Phone System (VoIP) will allow Town
Hall departments to increase efficiencies and effectiveness by streamling and improving
communications with internal and external customers; and
WHEREAS, redundancies will prevent service interruptions and allow staff to access voicemail
remotely, thereby increasing the ability to respond to residents on a timely basis.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the Town of Los Altos Hills
that the City Manager is hereby authorized and directed to execute a contract with PacketFusion
in an amount not to exceed $31,476 with a 10% contingency on behalf of the Town of Los Altos
Hills.
The above and foregoing Resolution was passed and adopted by the City Council of the Town of
Los Altos Hills at a regular meeting held on the 15th day of November, 2018 by the following
vote:
AYES: Radford, Spreen, Corrigan, Waldeck, Wu
NOES: None
ABSTAIN: None
ABSENT: None �
BY: `
ohn Radford, Mayor
ATTEST:
Deborah Padovan, City Clerk
Resolution 92-18 Page 1
P"ING OVERVIEW
...AC ETFUR-O.N...
Town of Los Altos Hills 11/8/2018
*All Job Changer Order Are Billed in full, P)k -KETW
RON ShoreTel"
(@ 100%), Upon Delivery of Equipment
Project Information Quote Exp Date 11712019Quote Date & No.: 11/8/2018 IKD-2018-1108-TLAH Config. Tool Ver: PFL2017-v.08.03Project: VolP SystemCustomer Name/Cohtact: Town of Los Altos Hills / Deborah PadovanLocation/Address: r_8BE 100
1 SHO -60195
300004
Bundle, Connect SBEiOO:Software,25 Users -(25) Essential, (1)Courtesy, (1)Operator, (24)SIP Trk, (3)Addl Site
• All Job Change Order's (JCO's) are billed in full (1005/6) upon delivery of equipment
2yOOO.00
21000.00
• Customer to supply servers for Shoreware Director and Distributed M. Windows 2008, Windows 2012 (Hs. 14) or VMWare. Unless included above.
CA Tax Est.
$ 1,343.45
35 SI -10-10497 100030
IP Phone IP48OG - 8 Line Gig - (Requires 14.X)
369.00
12,915.00
1 SHO -10429 100042
IP Phone IP655 W/Large Backlit Touch Color Display (Requires 11.1 +)
749.00
749.00
SHO.10401 810217
Satellite Microphones For Shoretel IP Phone 655, Qty 2
195.00
$
195.00
—1
I SHO -10384 100047
IP930D Dect Phone Starter Kit - Us Canada (includes Base, Handset & Charger) - (Requires 14.X)
599.00
599.00
10 SHO 30147T300031
License Bundle, Essentials Onsite-Ext+MB, 8 Party Aud Conf, PCM, IM & Collab, Web & App Dialer.
1 99.=oos
1,99o.o—o
IONAL_ ITEMS COMPONENTS.
I SHO I -10223 8110256
T19" Relay Rack Shelf For % U Shoregear Units
Ts 11 5.=00$
115-00
`YlEa califomia Installation
qui merit Suht t.W
site? Yes or No ]nstallation I Training
rSupp 'p'lacement o
23058.00
Sub -Total
Shoretel Equipment I PFI Discount
$
$
28,465.00
(2;294,30)
_........ _______... .... ____..... ... _______... ......... ... ...... ... ........
PACKETFUSION
\ @ShoreTel*
IN he u
• All Job Change Order's (JCO's) are billed in full (1005/6) upon delivery of equipment
• The above quote does not include taxes and shipping charges.
• Customer to supply servers for Shoreware Director and Distributed M. Windows 2008, Windows 2012 (Hs. 14) or VMWare. Unless included above.
CA Tax Est.
$ 1,343.45
• Customer to supply data network (LAN WAN) that supports QOS and Power over Ethernet. Unless included elsewhere in this proposal.
S&H Estimate
$ 340.
TOTAL INVESTMENT (With Est. Tax + S&H Included)
$27,854.71
_........ _______... .... ____..... ... _______... ......... ... ...... ... ........
PACKETFUSION
\ @ShoreTel*
Project Information
Quote Exp Date 11712019
Config, Tool Ver: 13171_2017-v.08.03
Quote Date & No,:
11/8/2018 KD-2018-1108-TLAH
Project:
Voir System
Town of Los Altos Hills / Deborah Padovan
Customer Name/Contact:
Location/Address:
CONFERENCE BRIDGE
CONFERENCE BRIDGE
When employees can communicate and collaborate easily across an organization —whether sharing information in a presentation, working on a document together or instant messaging (IM) each
other—productivity and business performance improve. By combining voice and data over the enterprise phone system, ShoreTel Conferencing provides rich conferencing and collaboration
features, cost-effectively. Conferencing and instant messaging services are fully managed through ShoreTel Director. Conferences are managed through an intuitive Microsoft Outlook add-on and
via a conferencing Web portal.
The SA -100 / SA -400 is a sealed appliance, optimized for resiliency and security, designed to run ShoreTel services such as integrated Audio Conferencing, Web Conferencing, and Instant Messaging.
The SA -100 / SA -400 can be deployed anywhere, including into a corporate DMZ. The appliance has been tested with well-known security tools for potential- application and network vulnerabilities.
The SA 100 can scale to 50 simultaneos audio conferneces, 30 simultaneous web conferences and 500 Simultaneous IM users. Upto (5) SA 100 or SA400 may be combined in a single stack to
offer a single managment view. No single audio conference can exceed 50 simultaneous audio or 30 simultaneous web conferences or 500 simultaneous IM Sessions.
The SA 400 can scale to 200 simultaneos audio conferneces, 100 simultaneous web conferences and 2,000 Simultaneous IM users. Upto (5) SA 100 or SA400 may be combined in a single stack to
offer a single managment view. No single audio conference can exceed 200 simultaneous audio or 100 simultaneous web conferences or 2,000 simultaneous IM sessions.
VIRTUAL
The Virtual Appliance can scale to 200
simultaneous audio sessions, 200 simultaneous
web sessions and 2,000 simultaneous IM sessions.
. " 4GHZ" '4 1401 *16:
FEATURES
-Instant Messaging (XMPP)* -Audio Conferencing (HD aduio) -Managed by ShoreWare Director 2GB 6GB
-Web Conferencing -Telephone Interface -Application Sharing
-Document Sharing -Multiple Language Support -Secure 100G0 SCi�GB �.
-Built in Reporting Vmvrare v,Sphere E$)CIESXI 5.0 or 5.1.
AIM is incidued no charge with the base Communicator client.in release 13.1 or greater.
**SA100 requires 12.1 or higher. SA 400 requires 12.3 or higher.
***The Virtual Appliance requires 14.2 or greater.
_ ... _.....:.. -. R .T :N PRiCT �C1ED
T1t�.. MFG.# hFl.# ...:.El lP. l4 E
...... _ . __.
1 VIRT-SA AP - Virtual SA Appliance. 501200 Audio. 501200 Web. 2,000 Simultaneous IM $ - $ -
1 SHO -30091 300034 License, Audio Conferencing, 10 Ports _ $ 11750.00 $ 11750.00
1 SHO -30093 300052 License, Web Conferencing, 10 Ports Is 11750.00 1 $ 11750.00
Shotd eI. Equipment Subtotal $ 3;500.,00
. ` C liforn!a �! stallation site?.Yes or No - - : ` -Installation / Tralnin
a $
1 Year Premium Partner Su `ort • No Advanced Re Iaeemenf_vf Phones 420:00
pp _
Sub -Total $ 31920.00
Shoretel Equipment 1 PFI Discount $ (350.00
;T` .E:.. S 5
TO AL IN S T Tax & & NO ` ded
...._ . TM T In�1_c�i
*All Job Change Order's (JC0's) are billed in full (100916) upon delivery of equipment
The above quote does not include taxes and shipping charges.
* Customer to supply servers for Shoreware Director and Distributed VM: Windows 2008, Windows 2012 (rls. 14) or VMWare. Unless included above. CA Tax Est. $ -
* Customer to supply data network (LAN / WAN) that supports QOS and Power over Ethernet. Unless included elsewhere in this proposal. S&H Estimate' $ 51.63
TOTAL INVESTMENT (With Est. Tax + S&H Included) $3,621.63
PACKETFUSION
BRINGING 4610E & DAIX-roi;&Hilt Pure fPunlftet Comrnurli6tions Solutlops
Quote Number: KD-2018-1108-TLAH Packet Fusion Tearn
Quote Date: 11/8/2018 John Ghyselinck, Pre -Sales Engineer ighyselinck a( packetfusion.com
Project: Maintenance I Suppoirt Craig Tetshclag, Director Major Accounts ctetschlag(a7packetfusion.com
Customer Name: Town of Los Altos Hills Matthew Pingatore, CEO mpinQatoreapacketfusion.com
Customer Contact: Deborah Padovan Daniel Bustamante, Order Processing dbustamante(a-)packetfusion.com
Location: All
MAINTENANCE/ SUPPORT/ SUBSCRIPTION SERVICES
Year 1: Included
Year 2: $ 1,452.00
Years 2 and 3 (3 years total) $ 2,468.40 If included in agreement and paid upfront with original purchase. 10% Discount
Years 2, 3, 4 and 5 (5 years total) $ 4,719.00 If included in agreement and paid upfront with original purchase. 15% Discount
Maintenance costs quoted above represent 4 hour response time, and full coverage for all equipment, our "Premium" best package
available.
Descrs • bion - .
Premium Maintenance Agreement additionally includes:
* PPM - Primary Period of Maintenance: 24 x 7 x 365'
• Response Time for Minor Malfunction: 2 hours by Telephone and 24 hours on site for California locations.
• Response Time for Major Malfunction: 1 hour by Telephone and 4 hours on-site for California locations.
* Next Business Day Parts replacements for sites outside California but within US.
• This SLA does not cover international locations.
* Full Advanced Replacement Warranty on all equipment - phones not covered.
• Packet Fusion Personalized Web Portal for on-line account control, tracking and equipment inventory info.
* All ShoreTel Software updates are included: Patches / Fixes / Updates / New Releases - (hardware and OS labor not included).
* Proactive Remote System Monitoring with Maintenance and Diagnostics
• Access to ShoreTel.com website for Knowledge Base / Whitepaper / FAQs / Downloads
• Non ShoreTel Products may require costs for upgrades.
In addition to these services, the purchase of these contracts will entitle you to preferred rates on labor outside the scope of the
contract including:
Traffic Studies, Scheduled Customer Care, Software Upgrades, System Audits (power & grounding), After -hour services, & MAC
(Moves, Adds, & Changes)
Normal Business Hour Labor Rates
T & M: $175.00 per hour
Support Customers: $125.00 per hour for on site California Customer and all remote work worldwide.
$175.00 per hour for all on site work for customers outside of California.
**Requiireprienta, for all Services:
Mi Urnurri billed labor hours of 0.5 for ren"mote service & 1 hour for on-site services plus 1 hour of travel
After ho' it service rates will be b� - ed on 1.5x normal labor rates
u. woo J moi: :! .,... e
Travel Charges may be appliad to locations 25 ryniless outside of PFI office areas
All Materials will be charged separately
N lllw'N access is reg ui; ed for rernate SU%901`t
F1 reiei N �n,
BRINGING 'VOICE & DATA: T64GETHER Pure 1PUnified Communications Solutions
FUSIONISHORETEL PRICING & ACCEPTANCE
Sub -Total Investment:
$
29,740.70 (excluding optional items)
Estimated Sales Tax:
$
11343.46
Estimated S&H:
$
392.19
Total Investment:
$
31,476.34
Notes:
The information contained in this quotation is proprietary to Packet Fusion, Inc. and customer named above.
Quote Expires 1/7/2019
Payment Terms:
R
Initial invoice of 50% of total contract to be invoiced with payment due upon award, 2nd invoice for the balance of the cost of
2 Cash: equipment, software, support, taxes and shipping to be delivered andpaid upon delivery of same, 3rd and final invoice for
installation and training to be delivered upon project completion.
50% payment due upon contract signing. This payment will be refunded in full to the customer upon complete funding from the
L) Lease: customer's chosen'le-asing company. This down payment is waived if the customer leases the equipment through Great Americal
Financial Services and chooses the pre -funding option.. Invoicing terms will be the same as Cash Option.
The stated specifications, pricing and conditions are satisfactory and are hereby accepted as stated. Packet Fusion, Inc.* is authorized
to perform the work as specified.
Signature: Purchase Order
(Hard copy required)
Printed Name: Carl Cahill Date. November 27,, 2018
Title: City Manager Project Name - VoIP System
Packet Fusion, Inc.
Signature: Date:
Printed Name:
Title:
REMIT PAYMENTS TO:
Packet Fusion, Inc.
*All Job Changer Orders Are Billed in full, PO Box 398065
(@ 100%), Upon Delivery of Equipment San Francisco, CA 94139-8(
PACKERISON
I fbShoreTel-
WNCING V01C4 & DATA TOWMid A— Wu,^d Skaf
PACKET FUSION/SHORETEL PRICING & ACCEPTANCE
Sub -Total Investment: $ 29,740.70 (excluding optional items)
Estimated Sales Tax: $ 13343.46
Estimated S&H: $ 392.19
Total Investment: $ 31 ,476.34
Notes:
e The information contained in this quotation is proprietary to Packet Fusion, Inc. and customer named above.
• Quote Expires 1/7/2019
Payment Terms:
Initial invoice of 50% of total contract to be invoiced with payment due upon award, 2nd invoice for the balance of the cost of
Cash: equipment, software, support, taxes and shipping to be delivered and paid upon delivery of same, 3rd and final invoice for
installation and training to be delivered upon project completion.
50% payment due upon contract signing. This payment will be refunded in full to the customer upon complete funding from the
L3 Lease: customer's chosen leasing company. This down payment is waived if the customer leases the equipment through Great Americal
Financial Services and chooses the pre -funding option,. Invoicing terms will be the same as Cash Option.
The stated specifications, pricing and conditions are satisfactory and are hereby accepted as stated. Packet Fusion, Inc. is authorized
to perform the work as specified.
Printed Name
Title:
REMIT PAYMENTS TO:
Packet Fusion, Inc.
*All Job Changer Orders Are Billed in full, PO Box 398066
(@ 100%), Upon Delivery of Equipment San Francisco, CA 94139-8(
PAO(ETFUSION @)ShoreTel*
emea
ONINOWGNOOCk & CIAM 70411i4411 P- 1POMW Ckmb_. S.I.H
T�US.10N
Kaseya - Monitoring Agent
Part of Packet Fusion's standard support offering is our ability to proactively monitor your ShoreTel environment. Our NOC is
supported 24/7/365, with the top industry talent and we leverage technology from an industry leader, Kaseya, which allows us
unparalleled visibility into your ShoreTel environment. A small agent would be loaded onto each of your HQ, DVS, ECC, and Call
Recording servers. This agent uses very little processing power, bandwidth, hard drive space, and can be installed on any server
with a WAN connection utilizing Port 5721. The agents we provide come in two varieties: unattended remote access and attended
remote access. Packet Fusion has created the following monitoring templates:
- Base Template:
o A Shoretel specific template has been created and will be applied to each of the following application servers
based on the solution type (HQ DVS, ECC, and Call Recording) if Applicable.
Base Templates
N HQ ❑ ECC
❑ DVS F Call Recording
- Optional Templates:
o Additional templates which allow for more detailed alarming and monitoring have been created and are optional
based on customer needs and requirements.
Optional Templates
❑ Switch Health ❑ Network .Health 1& II
❑ Server Health ❑ User Security
Monitoring Process
The agent sends check in "Pings" every five minutes over TCP and UDP port 5721 to our NOC. The agents we provide come in two
varieties: The first allows remote access, the second allows for remote access, but only if enabled buy someone on the server itself.
Kaseya is integrated into our customer case application Dynamics CRM and allows for an automated process of opening cases,
assigning engineers, and correcting issues before they have noticeable symptoms. To this end we simply need your permission (by
replying to this email or signing this document with approval) to install the agent on your server so that we may provide you with
best available monitoring for your ShoreTel System. Please let me know by email or phone call if you have any questions.
Remote Access Selection
In the event of system alert or customer reported trouble, Packet Fusion will utilize Kaseya to access customers ShoreTel system to
troubleshoot and resolve. If Attended Remote Access is selected, there will be no proactive troubleshooting completed due to
access restrictions.
❑ Unattended Remote Access — Provides remote access at all times, if access is used Packet Fusion engineer will note
corresponding case with activity completed. As part of our ongoing security protocol, Packet Fusion modifies the internal Kaseya
server password every 30 days.
❑ Attended Remote Access — Provides access only when customer directly grants access. Once activity is completed Packet
Fusion engineer will note corresponding case with activity completed.
Company Information
Company p v Name
Town of Los', ,altos Hills.
Customer Name
Carl Cah Ul, City Manager
Customer Signature
Email Address for Alerts
(Group Dist. or Single email)f
Vr�,
O @los4ltoshi',lls c ,,gov
Sub4@1osa.1tosh° lls., ca,.gO
Packet Fusion, 4637 Chabot Dr., Pleasanton, Ca. 94588 / 18025 Sky Park Cir, Irvine, Ca. 92614
...........
...KETF Q.10N.
11111 ... ....... ......
-10
U
Packet Fusion Optional Kaseya Form.
Switches-,
Additional Switch Health
Core Only
Server-,
Additional Server Health
Director
o
User Security
Voicemail
Core Only
Net`work:
Network Health
Network Health 2
Core Only
Tr ir.d!..s
Trunking
Core Only
Company Town of Los Altos Hills
Contact Ferdinand Suba
Telephone 650-78.0-7089
Deborah Padovan
From: Lai, Claire <clai@meyersnave.com>
Sent: Tuesday, November 27, 2018 12:01 PM
To: Deborah Padovan
Subject: FW: Agreement with LAH
Hi Deborah, .
Steve has asked that I review the VoIP agreement and it looks good for signature. I do want to point out several
provisions in the Terms and Conditions ("T .0"y that the Town should be aware of prior to signing the agreement:
Lastly, the Council resolution authorized the City Manager to execute the contract so Carl should sign.
If you have any questions please let me know.
Thanks,
Claire
From: Mattas, Steven
Sent: Wednesday, Nov-e.mb-er-2.1,-20-18-3:-4-4-P-M
To: Lai, Claire
Subject: Fwd: Agreement with LAH
Begin forwarded message:
From: Deborah Padovan <dpadovan@losaltoshills.ca.gov>
Date: November 21,2018 at 9:24:45 AM PST
To: "Mattas., Steven (stevem meyersnave.com)" <stevem@meversnave.com>
Subject: FW: Agreement with LAH
[EXTERNAL E-MAIL]
Hi again. Attached is the agreement for the VoIP phone system that was approved by the City Council
last week.
We probably should have sent it to you first, but here it is for your review.
Please let me know if Carl should sign. With the holiday, it would be helpful to have. an answer by the
end of. next. week..
Thank your
Deborah Pado'van,, MMC
City -Clerk
.-Town of Los Altos Hills
26379 Fremont Road
Los Altos.Hills, CA 94022
650-947-2513
dpa ovan l saltoshills.ca.gov
From: Craig Tetschlag<ctetschlag@ acketfusion.com>
Sent: Wednesday, November 21, 2018 9:20 AM
To: Deborah Padovan <d Padova n @ losa Itoshil IsOca.gov>; Kevin Doohan <kdoohan@_ acketfusion.com>
Cc: Ferdinand Suba RWC <fsuba@redwoodc >
Subject: RE: Agreement with LAH
Good. Morning Deborah and we caught wind of the wonderful news. ws. Per your request, here is the agreement. eement. Cheers
and have a Happy Thanksgiving.
C g g 4NI
raig `11179tschlac.., I Director of Major Accounts
925-701-2081
4637 Chabot Drive, Suite #350, Pleasanton, Ca 94588
2
ION
00000000, 4
BRINGING. VOICE & DATA TOGETHER
Proposal For:
Presented by.
Craig Tetshc1ag, DirectorM(-,.ijor, Accounts
11/8/2018
. dgft�
Ulm"
V rel
t:
00tinum:
Champion Partner
4637 Chabot Drive St 350 Pleasanton CA 94588
main (925) 701-2000
fax (925) 701-2030
10 . . ..... .... . .....E i ."
,44
Date: 11/8/2018
Customer: Town of Los Altos Hills
Attn: Deborah Padovan
Re: ShoreTel Connect 1.x
Packet Fusion ispleased to submit our complete System and Installation project
proposal. We understand how to leverage technology to increase productivity and
reduce bottom line cost of your business. As a certified ShoreTel partner, Packet Fusion,
Inc. looks forward to providing you with full-service engineering and installation for all of
your technology needs. We are committed to adhering to your schedule while
maintaining flexibility and providing you with a technically sound solution.
We are providing a solution for you based on ShoreTel's ShoreGear product which
scales from 20 to 40,000 lines. Supported within this unit are all the capabilities your
business needs to maximize its success, including robust telephony features, voice mail,
call center, computer telephony integration, and much more.
B choosing ShoreTel for your site, you'll be installing a platform that delivers a powerful,
a fordable solution that's quick to deploy and easy to manage. Since it's an integrated
solution, everything you need is right there in one compact chassis that can be managed
from a single, intuitive software application.
The design of this proposal is based on the preliminary information that we have
fathered. In this proposal you will find our scope of work and pricin . Please take your
time to look over this proposal and familiarize yourself with all that acket Fusion will
provide. Should you have any further questions or need further explanation, please do
not hesitate to give me a call. We can also provide leasing options from one of our
leasing partners if appropriate.
Best Regards,
Craig Tetshclag, Director Major Accounts
Packet Fusion, Inc.
4637 Chabot Drive St. 350
Pleasanton CA 94588
main (925) 701-2000
fax (925) 701-2030
Email: ctetschlagpacketfusion.com
Website www.packetfusion.com
PACKET FUSION (,)VF..,,,R1V1EW
Packet Fusion provides Unified Communications (UC) solutions to mid -market and enterprise companies. We
specialize in Voice over IP, LAN applications, wireless technology, switching, routing and advanced, enterprise
communication networks. We offer a world class portfolio of products and services with unparalleled customer
satisfaction.
Through strong vendor relationships and exceptionally skilled in-house resources, we've built an extensive portfolio of
infrastructure hardware, management systems and applications. Whether you have a 20 -person single site or a 5,000 -
line worldwide enterprise, Packet Fusion will provide a specialized team to ensure a successful project completed on
time and on budget. Our experienced engineers work closely with your team to design, implement and maintain
communications solutions that satisfy critical business needs. We build strong, long-lasting relationships with our
customers based on consistent quality and responsiveness.
Packet Fusion offers a variety of communication networking services. Unique to our organization, and a key benefit for
you, is our commitment to making certain that not only the proper hardware is identified and delivered, but also that the
network is set up and functioning properly, users are trained, and monitoring and support mechanisms are in place to
ensure the network's effectiveness as well as your company's overall success.
Packet Fus'o'on Services Include-,
• Network Operations Center (NOC) 24 x 7 x 365
• Proactive Monitoring of entire VoIP Network
• 4 Hour Onsite Emergency Response
• Consulting and Implementation
.,:,_.:h0re
• VoiP Lan I Wan Assessments
• Contact Center Design and Implementation
ili c
• Disaster Recovery / Business Continuity Planning
Champion: Partner
• Training for end users & system administrators
• Dedicated Account Management
• Dedicated Project Managment
Shorf.-��Tel Awards I Accolades-,
• Circle of Excellence (top 10 vendors worldwide) — 2007, 2008, 2009, 2010, 2011, 2012, 201, 2014, 2015 & 2016
• Partner of the Year (#1 partner worldwide) — 2008, 2010, 2012, 2014 and 2015
• Major Account Partner (MAP) of the Year — 2008, 2010 and 2012
• Volume Achievement (#2 worldwide) - 2010, 2011, 2012, 2013, 2014
• Customer Satisfaction above 95% (currently at 98.69%)
• #1 Volume in Western US 7 years running. t„�
• "Platinum” certified ShoreTel VAR.`��,..
Currently service the 3 largest multi -site single system image of ShoreTel0 RC OF
-Gensler & Associates 5,700 lines - 37 locations worldwide =a;EXCELLE.NCE.
- CNET/CBSi - 4,200 lines - 14 locations worldwide
.`E
- Robert Half International - 14,000 lines - 200+ locations worldwide �'^ktiia
a\�` .
R�CK�10N
.,:,_.:h0re
SHORETEL OVERVIEW
ShoreTel@ is a leading provider of Pure IP Unified Communications solutions and known for
exceptional customer. satisfaction. ShoreTel's distributed architecture delivers unmatched reliability,
scalability and manageability, plus a user interface that sets the standard for ease-of-use.
ShoreTel's Unified Communications system encompasses phones, switches, and software that are
designed to allow easy deployment and rapid flexibility, and deliver world-class quality. ShoreTel's
IP phones provide the ultimate in ergonomic and aesthetics design, as well as superior audio
quality. ShoreGear® voice switches are purpose-built appliances with no moving media, delivering
unmatched reliability and availability. And the ShoreWare® Call Manager end-user application suite
makes it easier for users to communicate with anyone, anywhere, anyway they choose.
lP Phone Systei,�
The ShoreTel IP phone system is a completely integrated system that scales seamlessly from 1 to
10,000 users including PBX, voice mail, and automated attendant functions. The ShoreTel system
built from the ground up and designed to be the easiest to use, easiest to manage, full -featured IP
phone system on the market today. Its distributed architecture is ideal for multi -site companies that
span multiple locations because the ShoreTel-IP phone system appears and behaves as a single,
unified system.
Distributed Arcliltecture
ShoreTel has designed this fully distributed Unified Communications (UC)
system based on a unique and innovative architecture that is purpose-built
with no single point of failure. The ShoreTel distributed architecture
incorporates a switch -based hardware platform that makes each switch and
site an independent call processor which continues to operate seamlessly in
the event of wide area network (WAN) failure. Unlike other solutions, all serve
can be disconnected from the ShoreGear® switches and the ShoreTel phone
system will continue to place and receive calls.
Voice applications, including voicemail and automated attendant, run on standard server hardware
from anywhere on the IP network. The result is a single -image system across all geographies with
complete feature transparency and integration of all PBXs, voice- mail systems, automated
attendants, and Automatic Call Distribution (ACD) systems.
Sys'te in Adm. ivilstratiovi-41 1-ioreWare Director .
ShoreWare® Director is a Web -based network management tool that provides
a single management interface for all voice applications, across- all locations.
This best -in -class management interface unifies all systems and tasks, instead
of using separate management systems and administrators for multiple PBX,
voicemail and automated attendant systems. Extremely easy to learn and use,
the system helps improve administrator productivity, lower ownership costs
and reduce IT resources.
Uaii-fied CommuMcatiouis
A successful Unified Communications (UC) solution can deliver significant benefits to any
organization and help turn communication challenges into competitive advantages. When people
know the most effective way to contact colleagues, they can efficiently obtain needed information
and get work done, rather than spending on the job time tracking down the appropriate person.
• Find Me Follow Me
- DID assignment to Cell Phone - Presence Information
• Desktop Video Conferencing
- Instant Messaging - Call Handling Modes
• Log into any phone on the network
- Screen Pop for Contacts - Click to Dial
• VPN(less) connectivity
- Video Conferencing - Desktop Collaboration
• Full Mobile Client
Hybrid Cornmunications Platforrn
Reduce Capital Expenses While Leveraging Current Investments.
As a visionary provider of IP PBX phone systems and unified communications applications, ShoreTel
sees the future of communications architecture as combining the best of two delivery methods: a hybrid
cloud communications platform that delivers the resiliency, control and availability of an on-site
"hardware -based" phone system with the immediacy, ease and flexibility of virtual PBX applications
delivered from the cloud.
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Packet Fusion, Inc., ("Company"), hereby enters into this Agreement ("Agreement") � Town of Los Altos Hills
("Customer"), having its executive offices at: 26379 FREMONT ROAD, LOS ALTOS HILLS, CA 94022
Company and Customer
intend that this Agreement shall apply exclusively to all orders placed by Customer with Company during the term hereof, and all Maintenance and Time and Material (T&M)
Work performed by Company during the term hereof. NOW, THEREFORE, inconsideration of sufficient good and valuable consideration received by each party, Company
and Customer agree as follows:
A. LIMITED WARRANTY
1. Equipment. All equipment, materials, parts, components, and peripheral equipment ("Equipment"), described in the Scope of Work and
supplied and/or installed by Packet Fusion pursuant to the attached Agreement, are warranted to be free of defects under normal use for the period of the
manufacturer's written warranty. All assignable manufacturer's warranties applicable to such Equipment will be assigned to the Client upon installation. Any
extended warranty available from the manufacturer of such Equipment may be made available to the Client. All Equipment warranties are subject to, and limited by,
the terms and conditions imposed by the written warranties extended by the respective manufacturers of the Equipment.
2. Labor. All labor and/or services ("Labor"), provided by Packet Fusion as described in the Scope of Work and provided pursuant to the attached
Agreement, is warranted to be performed in a competent and professional manner, and to be free of defects under normal use for one (1) year from the date such
Labor is provided.
3. Repair or Replace. Except as otherwise provided in the Manufacturer's written warranties, within the Limited Warranty periods set forth above,
as to any defects in Equipment and/or Labor installed or supplied by Packet Fusion pursuant to the attached Agreement, the extent of Packet Fusion' liability is
limited to the repair and/or the replacement of such Equipment with a similar item, free from the defects in question, or the re -performance of such services
without such defects.
4. No Consequential or Liquidated Damages. In no event shall Packet Fusion be liable for any incidental, consequential or liquidated damages arising from or
related to any alleged defect in the Equipment and/or Labor. Packet Fusion shall have no responsibility for, nor any other liability or warranty for, defects, damages
or delays caused by the actions or inactions of persons or entities not affiliated with Packet Fusion, or caused by, or attributable to any reason beyond Packet Fusion'
reasonable control.
S. No Other Warranties. The Limited Warranties provided herein are exclusive of, in lieu of, and Client hereby waives, any and all other
warranties, guaranties, remedies, or liabilities, express or implied, arising by law or otherwise, including, without limitation, any warranty of merchantability, or
fitness for a particular use. This Limited Warranty is only effective upon Client's payment in full of all sums due to Packet Fusion pursuant to the attached Agreement.
This Limited Warranty cannot be extended, altered, or voided, except by a written agreement signed by an authorized officer of Packet Fusion and Client.
B. LIMITATIONS OF ACTION. Packet Fusion shall be relieved of all obligations and liability under this Limited Warranty if Client fails to report the
defect, in writing, to Packet Fusion within thirty (30) days after such defect becomes reasonably apparent. No action, including, without limitation, contract and/or
tort actions, relating to the Equipment and/or Labor supplied and/or performed by Packet Fusion, may be brought by the Client more than one (1) year after the
cause of action for same accrues.
C. PAYMENTTERMS. Unless otherwise specified in the attached Agreement, payment of all amounts due Packet Fusion are due when each invoice is rendered.
Invoices remaining unpaid after thirty (30) days from the date of the invoice shall bear interest at the rate of one and one-half percent (1.5%) per month. Packet
Fusion reserves the right to suspend all work if Client's account becomes materially past due. By executing the attached Agreement, Client also agrees to pay ALL
costs incurred by Packet Fusion to collect the amounts due Packet Fusion, including but not limited to: legal fees, costs, in-house attorney costs and fees, collection
service costs, etc.
D. CREATION OF LIEN. It is expressly understood and agreed by Client that a mechanic's lien in favor of Packet Fusion shall be created against the property where the
Equipment and/or Labor are installed or provided. Said lien shall take effect immediately upon the installation of such Equipment and/or Labor. Packet Fusion agrees
that said lien will not be recorded or foreclosed unless Client fails to timely pay for the Labor and Equipment furnished by Packet Fusion.
E. CONDITION OF PREMISES. Client shall bear full responsibility for the condition of the building and premises in which said Labor and/or Equipment is to be
installed. Client shall make any and all alterations or repairs to said building or premises that are reasonably necessary to accommodate such installation, and shall
provide reasonable and adequate access to said premises.
F. NO HIRE POLICY. During the term of this Agreement, and for a period of one (1) year after the termination of this Agreement, or the completion of the project,
whichever is later, the Client agrees that it will not, either directly or indirectly, hire, employ, retain, offer to employ, or solicit the employment of, any individual that
was employed by Packet Fusion during the term of this Agreement, nor will Client attempt to do any of the foregoing. In the event Client breaches this provision, the
parties agree that it would be difficult to establish the precise amount of damages incurred by Packet Fusion as a result of such conduct, and therefore the parties
agree that immediately upon hiring said individual, Client shall pay to Packet Fusion an amount equal to 50 % of the gross annual salary or wages paid to the
individual in question during the twelve months prior to the termination of that individual's employment with Packet Fusion.
G. NOWASSIGNABLITY. The rights and duties of Client and Packet Fusion cannot be assigned by either party, without the advance written consent of the remaining
party to the attached Agreement, which consent shall not be unreasonably withheld.
H. GOVERNING LAW. This Limited Warranty and the attached Agreement shall be governed by and construed in accordance with the laws of the state where such
Equipment and/or Labor are supplied by Packet Fusion.
1. TOLL FRAUD. Packet Fusion will adhere to the manufacture's specifications to secure the system to prevent toll fraud. In no way Packet Fusion liable for any toll
fraud that may occur.
J. BILLABLE ITEMS NOT COVERED BY MAINTENANCE / WARRANTY or INSTALLATION.
(a) Remote VOIP Phones: All Hardware is covered. Anytime spent troubleshooting the customer's WAN/ LAN / VPN will be billed on a time and materials
basis.
(b) Desktop Applications: Unified Messaging, Faxing, SoftPhone and all versions of Communicator: Packet Fusion will warrant that the ShoreTel
software provided works as per the manufacturer specifications. Any time spent troubleshooting on a customer's PC, Laptop, Notebook, LAN /
WAN or desktop image to assure compatibility will be billed at time and materials basis, unless expressly outlined or committed to else where in this
agreement.
K. RETURNS. Unopened hardware maybe returned priorto cut -over for 100% credit. All software licenses are not returnable for any type of refund.
L. DELIVERY OF SOFTWARE. All software will be delivered electronically. No physical media containing the software will be provided.
Customer Initials: ,✓ Date:
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Work to be performed: Implementation of Telephony Solution Pre -installation Planning
Packet Fusion is responsible for conducting most pre -installation planning. The installation will be
based on this information and any significant change after it is completed may result in additional
charges.
Install ti,011
TELEPHONY SYSTEM installation is limited to one (1) site per installation purchase. During the
installation Packet Fusion shall perform the following tasks:
• Conduct a kick off meeting at the customer's site to review the project and create a time line with
associated tasks for all parties involved.
• Provide a project manager to oversee the installation and act as a liason between the customer, the
customer's vendors working on the project and Packet Fusion.
• Assist in ordering telco from the chosen vendor.
• Install chassis, modules, and software. purchased.
• Delivery, setup, installation, configuration of the hardware components and affiliated software for
TELEPHONY SYSTEM.
• This includes mounting in a customer provided and installed rack or Customer provided and
installed wallboard.
• All software will be the current version that ShoreTel offers.
• All optional features purchased at time of installation purchase will be installed (i.e. voicemail, voice
mail upgrades, etc.)
• Configuration of TELEPHONY SYSTEM, extensions, dial plans, telco circuits and telephones.
• Install, label (using Customer provided labeling plan), and test TELEPHONY SYSTEM telephones
purchased at time of installation purchase.
• Provide link from Telco demark if within 10 feet of TELEPHONY SYSTEM location to TELEPHONY
SYSTEM
• Verify TELEPHONY SYSTEM and configuration
• Utilizing test plan to insure that all items installed and configured by Packet Fusion are properly
working according to TELEPHONY SYSTEM specifications.
• Provide end user training (up to one hour class with 8 to 10 users in each class) on installed
telephone and voicemail functionality.
• Provide System Administrator training. 1 to 2 individuals for a single 3 hour class.
• Provide Documentation
• A drawing indicating the logical layout of the installed TELEPHONY SYSTEM system.
• Written documentation of the TELEPHONY SYSTEM configuration, dial plan, and extensions that
were installed and configured by Packet Fusion.
• PFI will install the desktop applications on several of the customers workstations. It is the
customers responsibity to deploy these applications. PFI has allotted 4 hours to assist in this
desktop application installation and compatiblity test. Any time above this will be billed on a time
and materials basis.
Web Portal
With your purchase, like all Packet Fusion customers, You will have a personalized Web Portal into the
Packet Fusion corporate system. This will allow you to review and expedite all ongoing relations with
Packet Fusion, such as placing and tracking service requests, placing orders for additional phones,
reviewing account statements and links to support and reference material.
Project Management
Packet Fusion adheres to a rigorous standard oft management for each of its contracted
solutions. This entails the assignment of a -Project Manager t � a ager to the installation of your system who will
establish milestones and coordinate all steps in the process. With this detail, you can be assured of a
smooth, trouble-free and on-time completion of your transition to a new phone system.
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CUSTOMER REQUIREMENTS
During or prior to the installation, the Customer or it's representative shall perform the following tasks:
• Provide a liaison to manage Customer's participation in the installation and be available to
support the project. This person will serve as a primary contact between the Customer and Packet
Fusion to assist in the execution and training associated with the project.
• Provide VPN access to telephone system to give Packet Fusion remote access to the TELEPHONY
SYSTEM for remote system installation, configuration, monitoring and maintenance.
• Provide all required connectivity to the public switched telephone network prior to scheduling
the installation.
• Insure that all required electrical facilities are in place to support the TELEPHONY SYSTEM
installation and ongoing functionality.
• Provide assistance as required to define the procedures to handle Customer interactions.
• Identify up to (number) staff members to be trained in solution use. All of these agents must
work in Customer facility where the solution is installed.
• Allow Packet Fusion reasonable access to the Components during the term of this installation.
• Provide a script for each voice -greeting file to be recorded.
• Customer will have a facility available for installation of the TELEPHONY SYSTEM. This facility will
be suitable to provide a secure location for the Components, with adequate floor/rack space,
power, ventilation, and voice and data network connectivity.
• Customer will have all required outside telephone lines installed with connectivity to the facility.
• Customer will have any required equipment racks and/or cable management hardware in place
at the facility. Customer will provide such items as needed to meet Customer's requirements.
• If 19 inch rack space is not used and wall mounting is required, the Customer will have the 3/4
inch plywood mounted to the wall location for TELEPHONY SYSTEM installation.
Customer to supply all patch cords from patch panel to data switch.
• Customer to provide a LAN/WAN that supports VLANs / Layer 3 routing / POE / QOS. Packet
Fusion has allocated 4 hours to consult with the customer on thier LAN/WAN environment. Any
time spent troubleshooting customer's LAN/WAN above and beyond this will be billed on a Time
and Materials basis.
• If the customer elects to not allow PFI to utilize our Kaseya remote agent to manage windows updates
and virus
protection, it is the customer's responsibility to maintain the servers whether provided by the customer
or
Packet Fusion. This includes: appropriate windows update, virus protection and back ups.
• All back ups of configuration, vociemail WAV files, etc.
OTHER PROJECT CONSIDERATIONS:
Customer must have all paperwork and signatures returned to Packet Fusion in adequate timeframe to
facilitate equipment procurement. The typical lead-time is approximately four to six weeks. All work is
quoted to be done on a weekday when the customer can be with out phone service. Proposed cut date is
to be determined.
FXCLUSIONS:
The following are specifically excluded:
• Any and all cabling unless expressly included.
• All aspects relating to ordering, installation, or testing of circuits from dial tone provider.
• Adds, moves or changes occurring after the installation is complete.
• Training in excess of that provided above.
• Any obligation to provide installation services of future upgrades to any hardware or software
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SERVER I OS I VIRTUA:.IZATION REQUIREMENTS
OPERATING SYSTEM -SPECS
VIRTUAL -SPECS
Virtual Machine Requirements
Below are virtual machine a,"Aquirements for* edge gateway:
all other processors should be benchmarked against the processor above by conSLJltirlg
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PRICING OVERVIEW
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*All Job Changer Orders Are Billed in full, 1��KEM M
100%), Upon Delivery of Equipment
Quote Date & No.: 11/8/2018 1 KD-2018-1108-TLAH
Project: Volts System
Customer Name/Cohtact: Town of Los Altos Hills / Deborah Padovan
Location/Address: FsBE 100
SBE100 Max Capacity:
-Sites 3 -Switches 7 -Users 100
-Telephones 100 -Trunks 100 -DVS 4
-Voicemail boxes 120 -AA Menus 256 -SA 100 - 2
Quote Exp Date 11712019
Config. Tool Ver: PFI_2017.v.08.03
-Work Group Agents 100 -Mobility 100
St;HES & E UIPMENT ..
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1 SHO -10523 500097 Voice Switch ST50A, 1U 112-W. MaxCap: 50 IP Ph, 4 An Ext, 8 SIP Trk, 4 An Trk. Reqs Connect $ 2,000.00 $ 2,000.00
SBE.OP.TIONS.
. . . .... .... .. .. _... . . ......... .. .... ..... _::..
1 SHO -60186 0 Bundle, Connect SBE100:Digital Trunking W/O Server, St100Da (Reqs Conn. SBE SW Bundle) $ 2,495.00 $ 21495.00
1 1 SHO -60195 300004 Bundle, Connect SBE100:Software,25 Users-(25)Essential, (1)Courtesy, (1)Operator, (24)SIP Trk, (3)Addl Site $ 21000.00 $ 21000.00
35 1 SHO -10497
100030
IP Phone IP48OG - 8 Line Gig - (Requires 14.X)
$
369.00
$ 12,915.00
1 SHO -10429
100042
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IP Phone IP655 W/Large Backlit Touch Color Display (Requires 11.1 +)
$
749.00
$ 749.00
1 SHO -10401
810217
Satellite Microphones For Shoretel IP Phone 655, Qty 2
$
195.00
1 $ 195.00
1 SHO -10384
100047
lIP930D Dect Phone Starter Kit -Us I Canada (Includes Base, Handset & Charger) -(Requires 14.X)
$
599.00
$ 599.00
......... _ .... .__ . __,,.. _ _ ... _ __ . _ . -- ____ .._ _ . _ ...__ I.__ . __ _ __. _.._ __.. _ ..
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License Bundle, Essentials Onsite-Ext+MB, 8 Party Aud Conf, PCM, IM & Collab, Web & App Dialer.
$
199.00
$ 1,990.00
ADDITIONAL ITEMS &:COMPO E : TS
N N. ....
1 SHO -10223
810256
19" Relay Rack Shelf For % U Shoregear Units
$
115.00
1 $ 115.00
-I Sub -Total $ 28,465.00
Shoretel Equipment I PFI Discount $ (2,294.30)
* All Job Change Order's (JCO's) are billed in full (100%) upon delivery of equipment
* The above quote does not include taxes and shipping charges.
* Customer to supply servers for Shoreware Director and Distributed VK Windows 2008, Windows 2012 (ds. 14) or VMWare, Unless included above. CA Tax Est. $ 1)343.45
*Customer to supply data network (LAN/ WAN) that supports QOS and Power over Ethernet. Unless included elsewhere in this proposal. S&H Estimate $ 340.57
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. _ Est.:Tax 854.71
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Project Information Quote Exp Date 11712019
Quote Date & No.: 11/8/2018 FD-2018-1108-TLAH Config. Tool Ver: Pl`I_2017-08.03
Project: UP System
Customer Name/contact: Town of Los Altos Hills / Deborah Padovan
Location/Address: rCONFERENCE BRIDGE
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ONFERENCE:BRIDGE
When employees can communicate and collaborate easily across an organization —whether sharing information in a presentation, working on a document together or instant messaging (IM) each
other—productivity and business performance improve. By combining voice and data over the enterprise phone system, ShoreTel Conferencing provides rich conferencing and collaboration
features, cost-effectively. Conferencing and instant messaging services are fully managed through ShoreTel Director. Conferences are managed through an intuitive Microsoft Outlook add-on and
via a conferencing Web portal.
The SA -100 / SA -400 is a sealed appliance, optimized for resiliency and security, designed to run ShoreTel services such as integrated Audio Conferencing, Web Conferencing, and Instant Messaging.
The SA -100 / SA -400 can be deployed anywhere, including into a corporate DMZ. The appliance has been tested with well-known security tools for potential application and network vulnerabilities.
The SA 100 can scale to 50 simultaneos audio conferneces, 30 simultaneous web conferences and 500 Simultaneous IM users. Upto (5) SA 100 or SA400 may be combined in a single stack to
offer a single managment view. No single audio conference can exceed 50 simultaneous audio or 30 simultaneous web conferences or 500 simultaneous IM Sessions.
The SA 400 can scale to 200 simultaneos audio conferneces, 100 simultaneous web conferences and 2,000 Simultaneous IM users. Upto (5) SA 100 or SA400 maybe combined in a single stack to
offer a single managment view. No single audio conference can exceed 200 simultaneous audio or 100 simultaneous web conferences or 2,000 simultaneous IM sessions.
VIRTUAL
The Virtual Appliance can scale to 200
simultaneous audio sessions 200 simultaneous10
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FEATURES ; \ ? `� � 4GHz*4 Z4 Htk .6
-Instant Messaging (XMPP) -Audio Conferencing (HD aduio) -Managed by ShoreWare Director \,�` .:tRM 81MR,
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-Document Sharing -Multiple Language Support -Secure ���`�"� "'��"�`
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*1M is incldued no charge with the base Communicator client in release 13.1 or greater.
**SA100 requires 12.1 or higher. SA 400 requires 12.3 or higher.
**The Virtual Appliance requires..4.2 or greater.
1 VIRT-SA AP - Virtual SA Appliance. 50/200 Audio. 50/200 Web. 2,000 Simultaneous IM $ - $ -
1 SHO 30091 300034 License, Audio Conferencing, 10 Ports $ 11750.00 $ 11750.00
1 SHO -30093 300052 License, Web Conferencing, 10 Ports $ 1,750.00 $ 1,750.00
Sub -Total $ 31920.00
Shoretel Equipment/ PFI Discount $ (350.00)
* All Job Change Order's (JCO's) are billed in full (100%) upon delivery of equipment
* The above quote does not include taxes and shipping charges.
* Customer to supply servers for Shoreware Director and Distributed VM: Windows 2008, Windows 2012 (rls. 14) or VMWare. Unless included above, CA Tax Est. $ -
* Customer to supply data network (LAN / WAN) that supports QOS and Power over Ethernet. Unless included elsewhere in this proposal. S&H Estimate' $ 51.63
+'.
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TOTAL INVESTMENT Ith S c.u.ded $3 6
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Quote Number: KD-2018-1108-TLAH Packet Fusion Team
Quote Date: 11/8/2018 John Ghyselinck, Pre -Sales Engineer jghyselinck@packetfusi.on.com
Project: Maintenance / Support Craig Tetshclag, Director Major Accounts ctetschlag[a�packetfusion.com
Customer Name: Town of Los Altos Hills Matthew Pingatore, CEO mpincatore@packetfusion.com
Customer Contact: Deborah Padovan Daniel Bustamante, Order Processing dbustamante acketfusion.com
Location: All
'. MAIN7ENANGE /SUPPORT /SUBSCRIPTION SERVICES
Year 1: Included
Year 2: $ 1,452.00
Years 2 and 3 (3 years total) $ 2,468.40 If included in agreement and paid upfront with original purchase. 10% Discount
Years 2, 3, 4 and 5 (5 years total) $ 4,719.00 If included in agreement and paid upfront with original purchase. 15% Discount
Maintenance costs quoted above represent 4 hour response time, and full coverage for all equipment; our "Premium" best package
available.
Premium Maintenance Agreement additionally includes:
* PPM - Primary Period of Maintenance: 24 x 7 x 365
* Response Time for Minor Malfunction: 2 hours by Telephone and 24 hours on site for California locations.
• Response Time for Major Malfunction: 1 hour by Telephone and 4 hours on-site for California locations.
* Next Business Day Parts replacements for sites outside California but within US.
* This SLA does not cover international locations.
* Full Advanced Replacement Warranty on all equipment - phones not covered.
* Packet Fusion Personalized Web Portal for on-line account control, tracking and equipment inventory info.
* All ShoreTel Software updates are included: Patches / Fixes / Updates / New Releases - (hardware and OS labor not included).
* Proactive Remote System Monitoring with Maintenance and Diagnostics
• Access to ShoreTel.com website for Knowledge Base / Whitepaper / FAQ's / Downloads
* Non ShoreTel Products may require costs for upgrades.
In addition to these services, the purchase of these contracts will entitle you to preferred rates on labor outside the scope of the
contract including:
Traffic Studies, Scheduled Customer Care, Software Upgrades, System Audits (power & grounding), After -hour services, & MAC
(Moves, Adds, & Changes)
Normal Business Hour Labor Rates
T & M: $175.00 per hour
Support Customers: $125.00 per hour for on site California Customer and all remote work worldwide.
$175.00 per hour for all on site work for customers outside of California.
"Requirements for all Services:
Minimum billed labor hours of 0.5 for rernote service & 1 hour for on-site services plus 1 hour of travel
After hour service rates will be based on 1.5x normal labor rates
Travel Charges may be applied to locations 25 miles outside of PFI office areas
All Materials will be charged separately
<-0 VPN access is required for rernote support
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