HomeMy WebLinkAboutVeytec, Inc. Voice Support Plan Renewal - 2020 12 03 V V.CYTEC
VEYTEC, INC.
CITY OF WINTER SPRINGS - VOICE SUPPORT PLAN
October 23, 2020
1. Summary
This proposal is designed to provide the framework for Veytec Collaboration Services and Support. This
support plan is designed to be the instrument for major,patches, system upgrades, unscheduled
assistance, routine services and support ticket management. All projects and implementations will still
require a stand-alone service statement of work and/or quote.
Veytec sees the need to perform more proactive maintenance, monitoring, and reporting in order to
ensure infrastructure health and reliability. We also will provide each customer with an agreed upon
and formalized ticketing system. We provide a high level of accessibility to our engineers at reduced
rates for optimum support. In order to continue this, we are working to establish service agreements
such as this proposal. This agreement and scheduling will allow us to maintain fair rates with our
clients and provide predictable engineering support for common and predictable services.
We believe that formalizing the support needed specific to your organization is in the best interest of
both parties as we strive for a true win-win scenario with you!
2. Proposal Framework
Based on our observations specific to the City of Winter Springs, we recommend the following services
and maintenance. All of the support included in this section (2)wilt be provided for a flat monthly fee
of$1,500. For any tickets which fall outside of these tasks, rates will apply per section 2.C.3.
A. Patching and Upgrades
1. Under this plan, Veytec will provide major Cisco Call Manager Upgrades (on existing
Call Managers) as required by the system (for example, from CUCM 12.5 -> CUCM 14A
upgrade if deemed necessary).
2. Also, Veytec will remediate any major security vulnerabilities and provide server
patching to the Cisco Voice Server. These are typically announced via formal PSIRT
announcements.
3. Veytec Engineers will conduct monthly and bi-annual checks of the system for available
recommended patches and upgrades and will make system change recommendations
directly to City of Winter Springs for approval and scheduling.
4. This plan is intended to only include major upgrades and security patches to known
stable releases of software on Cisco servers and Call Manager.
B. Daily/Ongoing Support
1. Enrollment into Veytec Services Ticketing System with agreed response times to
requests.
2. Triage, scheduling and record keeping of all tickets and requests
3. Defined response times to all tickets and requests (Non MACD and MOH tickets to be
billed separately)
a) Priority 1 (Emergency): Response within 2 business hours; constant attention
to resolve
b) Priority 2 (Critical): Response within 4 business hours; constant attention to
resolve
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c) Priority 3 (Urgent): Response within 2 business days and scheduled at first
availability
d) Priority 4 (Routine): Response within 5 business days and schedule work as
time permits
C. Monthly
1. User MACD (Move, Add, Change, Deletion) and MOH (Music on Hold) Support
a) This plan includes up to 3 requests for MOH and MACD tickets monthly
b) Witt be treated as P4 (Non-Urgent) tickets and scheduled as time permits
2. Consultative support
a) Monthly Coordination Meeting/WebEx with PM or Lead SE
b) Non-Engineering questions we can assist with over short, scheduled calls
3. Additional hours can be secured at a reduced rate per the terms of this agreement
(normal rates start at $190.00 / hr)
4 tL p
Scheduled Support - Business Hours $ 165/hour 0.5-hour increments
Scheduled _ �..._. .......__ . .... .... .... .......-----
Support-After Hours/Weekend/Holiday $ 215/hour 2-hour min
_ ._..._.. ..... _... —
Advanced Support - Such as Scripting or other high-end $185/hour 0.5-hour increments
tasks
-..dine .uppo _............. $ 21.. r 1..._. .. .� . ,.. -
Unscheduled Support Business Hours 5/hour p 5 hour increments
Unscheduted Su min pport - After Hours/WeekendlHoliday $ 265/hour� 2-hour min
---—. .. ...... .... ....... ............-. ............... ................
-
$ 75/hour0.5-hour increm....i........--
Travel - Business Hours eats
-....... ' _k- oli _ $140/hour 0.5-hour
.en
Travel - After Hours/Weekend/Holida increments
D. Annual
1. Annual Technical Review (with assigned engineer, PM or account team)
2. License, Maintenance and Contract planning/management
3. Review ticket status and history
4. Firmware, 1OS, PSIRT, Security, Vulnerability notices
5. Review hardware announcements which impact the network at City of Winter Springs
6. Specialized reporting as required
7. Best practice update and review
E. Basic Terms
1. Proactive engineering support, planning and monitoring
2. Monthly services subscription fee
3. Drastically reduced and predictable service rates
4. Additional service hours charged per usage
5. Term of the agreement is 12 months from start date
6. Can allow for a "bank" of pre-paid services to invoice against for convenience
7. Agreement scope includes City of Winter Springs Collaboration/Voice architecture, and
associated licenses, contracts, hardware, users
3. Additional Options
A. Additional monitoring and reporting.
i. Access to UC tools and reporting to provide:
a) Change management processes and workflow
b) Emergency text broadcasting capabilities
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c) Remote/virtual troubleshooting and call route mapping
d) Contact Center wallboards, agent statistics and reporting
e) Call History and Call Detail Records reporting
B. Contact Center Monitoring and Reporting
C. User and manager training and training documents tailored for City of Winter Springs
D. Bank of pre-paid services.
1. Veytec can provide the City of Winter Springs with an option to "pre-pay"for services through
the order of a bulk PO towards services. We will then invoice monthly against this bank, which
in some cases makes the PO and invoicing process much easier. We can invoice both the monthly
subscription and any other fees towards this bank,
4. Approval and Authority to Proceed
Both parties by signing below agree to the terms of support and rates negotiated specific to City of Winter Springs,
and Veytec, Inc. This agreement is for 12 months beginning at the Start Date annotated below. The start date of
the agreement will be determined by the Start Date indicated below. The terms of the contract can only be
altered only under the written agreement of both parties.
Name Title Start Date
Kyle Bates � Operations Manager 12/01/2020
A roved _._ 10/23/2020
pp ..By Date Approved By Date
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