New York MX700 Room PWD-NY5-MX700-P60 List Price: $11,000.00 SLA Price: $1,100.00/year (Other options available See Appendix B)
Statement of Work (SoW) Project Summary RoomReady will install the following equipment in the specified locations: RoomReady Product Qty Installation Location Input Switching Scaler and Receiver 1 Scaler mounted under table. Receiver mounted in the equipment enclosure Monitoring Controller 1 Mounted in MX700 Partner Provided Product Qty Location Telepresence MX700 1 Floor standing with other options available Floor Stand Kit 1 Floor stand kit for MX700 Touch Panel (included in MX700 Set on top of the conference room table. Cable run 1 SKU) through the floor box with the content Tx/Rx cable Table Mic (included in MX700 SKU) 2 Set on top of the conference room table Mic Extension Cable 2 Routed through the floor box with the content Tx/Rx cable Owner Furnished Equipment (OFE) Qty Location Coordination Details Primary User Interface Audio Conferencing Video Infrastructure Cisco Touch 10 See Appendix A for functional narrative of control system Through owner-furnished Cisco call manager configured by IT partner Through owner-furnished Cisco infrastructure configured by IT partner Project Timeline PO Date On-site Start On-site Finish 1 st Use Working hours on-site Products and Services RoomReady will provide the following products as part of the delivery of the RoomReady system. RoomReady Product Qty Description Input Switching Scaler and Receiver 1 Content input switcher and receiver Monitoring Controller 1 Room monitoring appliance for RoomReady monitoring portal
RoomReady will provide the following services as part of the delivery of the RoomReady system. RoomReady Service Project Management Off-site Staging On-site Installation Programming System Commissioning End User Training Description of Service RoomReady will provide full project management for the duration of the project. This will consist of the following components: 1) Project manual 2) Project meetings 3) Meeting minutes 4) Project communication 5) Project coordination 6) Project documentation organization & delivery 7) Project closeout RoomReady will fully stage the project off site for maximum efficiency and quality assurance RoomReady will provide the following services on site: 1) Wire/Cable installation 2) Physical installation of all specified components listed in the project summary. 3) Waste disposal of all waste and debris created by the RoomReady installation staff RoomReady will provide the following programming / configuration services in a combination of on-site / off-site / remote installation: 1) Configuration of all endpoints with default configuration provided by the customer or IT partner 2) Programming of room control system RoomReady will commission the system to industry standards and provide a report verifying all system functionality and room conditions upon a successful installation. See Appendix C for commissioning report details. RoomReady will provide end user training on the following functions: 1) Placing an audio call 2) Receiving an audio call 3) Placing a video call 4) Receiving a video call 5) Starting a presentation outside of a call 6) Started a presentation inside of a call 7) Adding an audio call to a video call 8) Proper microphone etiquette Managed Service SLA Level - Corporate Remote Monitoring Description of Service Corporate Service & Materials Remote monitoring dashboard for room health, functionality, and usage
Terms and Conditions Hours of Operation Standard On-Site Installation RoomReady Office Hours RoomReady Service Desk Customer Requirements Building Access Waste Removal Other Trades / Facilities Parking Owner Furnished Equipment (OFE) IT Support Service Monday Friday 7:30AM 5:00PM Local time Excluding holidays Monday Friday 8:00AM 5:00PM CST Excluding holidays Monday Friday 6:00AM 10:00PM CST Excluding holidays Service Customer must provide access to the building and all equipment rooms, as well as all areas required for complete equipment and cable installation. Customer must provide location or policy for waste removal of boxes, debris, and scrap cable on site. All work provided by on-site facilities or other contractors must be complete before RoomReady is scheduled to be on site. This includes, but is not limited to, any electrical work, data communications work and/or any room remediation. Room must be construction clean (dust and debris free) prior to scheduled installation date. Customer must provide parking accommodations for RoomReady vehicles for the duration of the project. Customer must have all OFE equipment on site at the start of the project. All equipment must be tested and verified in good and working order prior to RoomReady integration. RoomReady provides no warranty or product support on OFE unless otherwise noted in the SLA. Customer must provide IT support for the customer s network for the duration of the project to the RoomReady staff. This includes but is not limited to internet access, integration of endpoints with infrastructure, and general network support.
Cancellation/Rescheduling Customer Readiness Rescheduling Cancellation Additional Fees Customer Readiness/ Rescheduling/Cancellation OFE Expedited Shipping Overtime / Holiday Time Additional Insurance Requirements Field Conditions RoomReady Action RoomReady reserves the right to charge up to $175/hr. per onsite staff member in the event the Customer site is not ready for installation at the agreed upon on-site installation start date. This includes, but is not limited to: 1) Customer s failure to complete identified action items prior to implementation 2) Availability of essential customer personnel 3) Readiness of Customer s network 4) Physical access to the facilities 5) Any other material readiness issues on the Customer s part. RoomReady reserves the right to charge up to $5,000 in rescheduling fees for projects that are rescheduled within 7 days of the agreed to and scheduled on-site start date. This can include projects where RoomReady arrives to the site and determines the Customer is not ready per the definition given in Customer Readiness, or in Customer requirements. RoomReady reserves the right to invoice and collect for all materials and services purchased or consumed by RoomReady prior to the cancellation date up to 100% of the project agreement. RoomReady Action Additional fees will be added per the terms and conditions listed above in the Cancellation/Rescheduling section. RoomReady reserves the right to charge additional fees for any additional parts and labor required to integrate OFE, that were not reasonably foreseen prior to installation. (Ex: OFE equipment is not functional, or new OFE equipment is presented at site that has not previously been documented as part of the system.) RoomReady reserves the right to charge additional shipping fees for products that require expedited shipping to meet a specified timeline, or for equipment that fails during the course of installation. RoomReady reserves the right to charge overtime and doubletime on projects that require work to be performed outside of normal working hours. RoomReady has a standard $3M blanket insurance policy. Any additional insurance required by the Customer may incur an additional cost for this site / customer specific insurance policy. RoomReady reserves the right to charge additional fees if site conditions are considerably different from what has been determined by pre-project meetings, or requires significant deviation from a standard installation.
Project Completion Requirements Customer Training First Use Grace Period System Documentation RoomReady Action Upon successful customer training, the room is said to be functional and the project is said to be complete. The system is said to be complete if the customer uses the system prior to RoomReady having the ability to train the Customer on the system. The customer has 7 days from the date of completion to inspect and use the system. If there are problems found in the grace period, RoomReady will come back to correct them at no cost to the customer. Within 2 weeks of the completed installation, RoomReady will electronically deliver or make available all system closeout documentation: 1) Commissioning Reports 2) As-Built Drawings 3) Training Materials 4) Warranty Information 5) SLA Information Warranty Information Warranty Item Standard Term Warranty Start Date Labor Materials SLA Term 90 Days Completion date as defined in Terms and Conditions All labor is fully warranted by RoomReady for the duration of the project warranty. This includes: 1) Installation workmanship 2) Programming source code 3) All labor required for materials warranty during the warranty term of the project. All materials will be warranted according to the individual manufactures warranty policies Service level agreements supersede all other warranty documents.
Financial Terms and Conditions Total Materials Price $6,600.00 Total Labor Price $4,400.00 Total Tax TBD Based on Location Total Project Price $11,000.00 SLA Level Corporate Service & Material SLA Annual Cost $1,100 SLA Annual Renewal Date Set at Project Completion Payment Terms for Credit Card Transaction Credit Card Charged at Time of Sale Total Contract Amount $12,100.00 Room Ready Authorized Signature Date Printed Name Title Customer Authorized Signature Date Printed Name Title
Appendix A DESCRIPTION OF FUNCTIONALITY To use this room, a user would come into the room and locate the Cisco touch panel on the presentation furniture (table or desk) and tap the screen. This will wake the system up and will turn on the display. The user will then be presented with the following options: 1) Call 2) Share 3) Camera control and settings If Option 1 Call is selected: The touch panel will provide a window with the options to find or provide a number or address to call the desired destination or person. This selection and confirmation will then start a video conferencing call through the system. If a presentation is required within a video call, the user must connect their laptop to the provided laptop connection in the presentation furniture, and make sure that the computer has been set to provide video through that connection on the computer. The system will automatically switch between the analog and digital source as determined by the connections of the device, and will scale the video signal to 1920 x 1080p maintaining the provided aspect ratio (shape) to the presentation system. When the user indicates that desire to present the connected presentation device (laptop), the signal will be windowed onto the local screen and also be presented to the far end system(s). At the end of the call use the control panel to end the video call. The system will stay on while the codec is still in the on and wake state. Next, you can use your laptop and option 2 to feature a presentation on the local screen along with system(s) connected to your call. Use the control panel to end the video call. The system will stay on while the codec is still in the on and wake state.
If Option 2 Share is selected: The touch panel will provide a window that shows the available inputs and connections on the OFE provided video-conferencing codec. RoomReady will connect the laptop connection to the input labeled PC. To present inside or outside of a video call, the user will simply need to select this source and touch the green present button. If the user is not in a video call this will present the attached computer to the full screen size provided in the room, and the user can stop the presentation by pressing the stop presentation button. This procedure will also work if the user is in a video conferencing call. The presentation will simply be added to the screen in a window and the codec will resize the far end video to fit both images on the screen. The user can then change the layout through options provided on the touch panel. If Option 3 Camera Control and Settings is selected: This will provide the user options to control the camera and change other codec settings as defined by the operation of the Cisco user interface. Room volume will be controlled by the volume buttons on the side of the Cisco touch panel. To manually shut the system off, the user will simply touch the standby button in the upper left corner of the touch panel. This will put the entire system into a standby mode. The system will automatically shut down when the codec goes into a standby or sleep state triggered by inactivity setting configured in the codec. The system will automatically wake and turn on when the codec is brought out of the standby state by either the user touching the touch panel described above, or if the codec receives a call and is set to auto-answer in the codec configuration.
ROOM REQUIREMENTS In order for this system to be installed the room must have the following infrastructure in place prior to installation: 1) A dedicated 20A power outlet installed at the specified TV location 2) A data connection provided at the same TV location that will have access to the required network to place and receive video conferencing calls. 3) Adequate structural support in the wall to hold the display and other components of the system. (up to 200 lbs). 4) A cable pathway that is available and continuous from the display location to a floor box location under the presentation furniture. 5) Power available at the floor box location under the presentation furniture. 6) The ability to mount small equipment to the underside of the presentation furniture. 7) A pathway (hole with grommet) from the underside of the presentation furniture to the presentation furniture surface. DELIVERABLES RoomReady is providing the following tangibles to the customer for the scope of work described above: 1) Complete and functioning system in adherence to the description given above. 2) System documentation including all system drawings and product manuals. 3) System commissioning report to ensure system performance and quality. 4) System training 5) 90-day warranty
Appendix B Service Level Agreement (SLA) Impact Definition Impact refers to the business impact of the system impacted. The initial impact is pre-defined from the alerting tool, based on the type of alarm received or Client request. There are three categories of impact: 1. High: Incident affecting an entire site or multiple sites. 2. Medium: Incident affecting multiple users. 3. Low: Incident affecting one or few users. Urgency Definition Urgency is the extent to which the incident s resolution can bear delay. The initial urgency is pre-defined from the alerting tool, based on the type of alarm received or Client request. RoomReady Incident and Problem urgency and corresponding priority levels are defined as follows: 1. High: Full service outage of a critical system or VIP is affected, requires urgent response. 2. Medium: Client s ability to function is partially impacted, requires the SDC to respond as soon as possible. 3. Low: No impact on the Client s ability to function; is more informational in nature and a response is not critical. RoomReady retains the case priority even if there is a reduced severity of impact until incident resolution. The case may be left open for a prescribed period while operational stability is being assessed. The incident ticket shall be closed by RoomReady or Client upon validation of issue remediation and the CI s return to operational stability. Complete detail for open and closed tickets resides on the Client Portal and is used to support incident management and problem management processes. Incident Priorities IMPACT High Medium Low URGENCY High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P4
Priority Levels Level P1 / Critical P2 / High P3 / Medium P4 / Low Description Systems at one or many Client sites are completely unavailable. Affected systems cause significant business impact. Systems at one or many Client sites are partially unavailable. Affected systems cause some business impact. Operational performance of Client sites is impaired while most business operations remain functional. Client is requesting information or a logical change that is covered under their service agreement. Agreement Levels Enterprise 24/7/4 Priority Level Respond Remote Resolution Path On-Site Equipment Delivery P1 Incidents (Critical) P2 Incidents (High) P3 Incidents (Medium) P4 Incidents (Low) 10 minutes 30 minutes 2 hours 4 hours 24 hours 30 minutes 1 hour 4 hours 24 hours NBD 1 hour 4 hours 8 hours NBD 1 week 4 hours 8 hours NBD 1 week 2 weeks Corporate 8/5/NBD Priority Level Respond Remote Resolution Path On-Site Equipment Delivery P1 Incidents (Critical) P2 Incidents (High) P3 Incidents (Medium) P4 Incidents (Low) 15 minutes 30 minutes 2 hours NBD 2 BD 30 minutes 1 hour 4 hours 2 BD 1 week 1 hour 4 hours 8 hours 1 week 2 weeks 4 hours 8 hours NBD 2 weeks 4 weeks
Commercial 8/5/NBD Priority Level Respond Remote Resolution Path On-Site Equipment Delivery P1 Incidents (Critical) P2 Incidents (High) P3 Incidents (Medium) P4 Incidents (Low) 30 minutes 1 hour 4 hours NBD 2 BD 1 hour 2 hours 8 hours 2 BD 1 week 4 hours 8 hours NBD 1 week 2 weeks 8 hours NBD 2 BD 2 weeks 4 weeks Respond is the amount of elapsed time between Client initiations of an issue, or the time RoomReady Managed Services detects a fault, and the time RoomReady Managed Services creates an incident report and alerts Client that an incident has been created. Remote is the amount of elapsed time between Client initiations of an issue, or the time RoomReady Managed Services proactively detects a fault, and the time an assigned RoomReady Managed Services technician connects to the system, or otherwise contacts Client, and begins remote diagnosis and troubleshooting. Resolution Path is the amount of elapsed time between the initial RoomReady Managed Services incident report creation, and the RoomReady Service Desk determination of an initial resolution path. On-Site is the amount of elapsed time between when RoomReady Managed Services have determined that all remote resources have been exhausted, and an on-site presence is required to bring the issue to resolution. Equipment Delivery is the amount of elapsed time between when RoomReady Managed Services have determined that equipment is required for resolution and the time the equipment will arrive on-site.
Client Management Portal RoomReady Managed Services includes a Web-based Management Portal. The Client Portal is remotely accessible by Clients and provides access to key information and services with respect to their managed services. Capability includes: Facilitating communication with the RoomReady Service Desk, including request management. Viewing progress of service activities and the level of service being delivered. Viewing, creating, and updating incident tickets and change requests. Instructions to access and navigate the portal are provided in the remote training session during Service Transition. Monitoring The Monitoring Service includes monitoring and notification coupled with our 18x6x312 Service Desk to provide identification and incident remediation. The CIs are monitored using either a site-to-site Virtual Private Network (VPN) connection or via a dedicated connection provided by the Client. The Monitoring Service requires installation of the RoomReady Data Collection Appliance (DCA) on the Client network. Each DCA has a monitoring script loaded to monitor and interact with the system. The DCA is installed on the Client premises on a single subnet configured with Secure Socket Layer (SSL) tunnel to the RoomReady Monitoring Framework. Monitoring Incident Notification Incident notification informs the customer that an Incident has been recorded. RoomReady utilizes the following communication methods to notify the Client of incidents, per policies defined in the Run Book during Service Transition: Electronic mail (email) Phone Call: (If required P1 Critical) To Client Site Contact Auto-generated notifications to: Client Service Desk Client contacts (if desired)