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HomeMy WebLinkAboutContract 51401-A1 CITY SECRETARY CONTRACT NO. FIRST AMENDMENT TO FORT WORTH CITY SECRETARY CONTRACT NO. 51401 This First Amendment to Fort Worth City Secretary Contract No. 51401 ("First Amendment") is made between the City of Fort Worth ("Fort Worth"), a municipal corporation and Agility Communications Group LLC,Texas limited liability company("Vendor"). WHEREAS, Fort Worth and Vendor entered into an Agreement identified as Fort Worth City Secretary Contract No. 51401 beginning September 1, 2018 (the "Agreement"); and WHEREAS, contract DIR-TSO-2654 has expired, it is the collective desire of both Fort Worth and Vendor to amend the Agreement to utilize GSA Agreement GS-35F-0156V. NOW THEREFORE,known by all these present, Fort Worth and Vendor,acting herein by the through their duly authorized representatives, agree to the following terms, which amend the Agreement as follows: 1. The third paragraph, on page 1 of CSC 51401 beginning with"Exhibits A,B, C..." is hereby replaced in its entirety with the following: Exhibits A,B,C and D which are attached hereto and incorporated herein,are made a part of this Agreement for all purposes. In the event of a conflict between Exhibit A—Terms and Conditions and Exhibit C—GS-3 5F-0 1 56V,then Exhibit A—Terms and Conditions shall control but only to the extent allowable under GS-35F-0156V. 2. Replace Exhibits B and C of the Agreement with the attached documents denoted Exhibit B and C,respectively, that utilize GSA contract GS-35F-0156V; 3. All other terms,provisions,conditions,covenants and recitals of the Agreement not expressly amended herein shall remain in full force and effect. [Signature Page Follows] d� OF7NUA REWRD - CITY SECRUARY First Amendment to Fort Worth City Secretary Contract No. 51401 Page 1 of 2 Executed effective as of the date signed by the Assistant City Manager below. FORT WORTH: City of Fort Worth Contract Compliance Manager: By signing I acknowledge that I am the person responsible for the monitoring and administration of this contract,including ensuring all performance By: and reporting requirements. Name: Dana Burghd Title: Interim Assis nt City Manager Date: By: Name: Bubba Plunk Approval Recommended: Title: IT Manager, Water Department Approved as to Form and Legality: By: Name: Chris Harder Title: Director, Water Department By: "411 YL---7 Name: J,96nd. sZong Attest: Title: Assistant City Aftorney Contract Authorization: M&C: By: rxj/ Name: Maly Kays Title: City Secreta Toj� N VENDOR: Agility Communications Group LLC By: Name: Amy R eves Title: Controller Date: 08.29.19 OFFICIAL RECORD CITY SECRETARY First Amendment to Fort Worth City Secretary Contract No. 51401 TX EXHIBIT B AGILITY COMMUNICATIONS GROUP SCHEDULE A ORDER SUMMARY CITY OF FORT WORTH WATER DEPARTMENT 1 YEAR SUPPORT UNDER GSA AGILITY COMMUNICATIONS GROUP ADVISORY SUPPORT COVERAGE SCHEDULE B AVAYA SERVICE DESCRIPTION SERVICE AGREEMENT SUPPLEMENT FOR AVAYA SUPPORT ADVANTAGE ESSENTIAL AND PREFERRED SUPPORT RS1LIT4' Schedule A Order Summary COMMUNICATIONS GROUP ReadyNImEIe,eulck and Ready to sotr• Client Legal Name: City of Fort Worth water Department Agility Address: 120 E FM 544 Stu.72 PMB 349 Client Contact: Charmaine Baylor City: Murphy Tel.No.: State,ZIP: TX,75094 Client Address: Agility Contact: Street: 200 Texas Street Name: April Flori city: Fort Worth Tel,No.: 972-715-8916 Stale,ZIP: TX,76102 Email: afiorl@agtlitycg.com Installation/Delivery Address(if different) ". i. Street, Method of Payment: Lease Cash/Check City: Check No.: Emalf: charmaine.bavlorCccdfortworthlexas nov Contract No.: Order No.: Client's Order for Products are Summarized as Follows Below.. Warranty Term Product Description Quantlty Price (MO) GSA GS-36F-0156V 0 g _ 12 MONTH CONTRACT 9/1119-8/31/20 0 - NA SA ON-SITE 8X5 CM MED GTWY 1YPP 1 $ 1,125.60 SA ON-SITE 8X5 CM SM SRV 1 YPP 1 $ 742.92 SA PREF TRKG REMOTE SITE AVAYA AURATM R6 1 $ - SA ON-SITE 8X5 APPL MED SRV R2D IYPP 1 $ 1,350,72 SA ON-SITE 24X7 CMS LOW END SRV 1YPP 1 $ 2,565.96 SA ON-SITE 8X5 CM LG GTWY 1YPP 2 $ 2,389.92 SA ON-SITE 24X7 CM MED SRV R2H 1YPP 1 $ 1,945.08 SA ON-SITE 8X5 MM MSSlMAS SRV 1YPP 1 $ 3,466.92 SA ON-SITE 8X5 MM MSSWAS SRV 1YPP 1 $ 3,466.92 SA PREF AES R5 ASAI AURA R6 1YPP 1 $ 4,822.92 SA PREF AES R6 BSC TSAPI 1YPP 438 $ 1,734.48 SA PREP AES R6 CVLAN 1YPP 1 $ 7,820.28 SA PREF AES R6 ADV TSAPI LG IYPP 1 $ 3,317.64 SA PREF AES R6 DMCC BASIC IYPP 101 $ 399.96 SA PREF AES R6 DMCC BASIC 1YPP 236 $ 934.56 SA PREF AES R6 UNFD OSKTP 1YPP 105 $ 415,80 SA PREF AES R6 UNFD DSKTP IYPP 165 S 653.40 SA PREF AURA R6 FND 1 YPP 150 $ 3,276.00 UPG ADV AURA R6 FND 1 YPP 160 $ 2,250.00 SA PREF CC R6 ELITE MULTI CH 1YPP 101 $ 8,387.04 SA PREF CCR6 ELITE AGT 251+tYPP 101 $ 7,914.36 SA PREF CMS R17 AGT 101-250 tYPP 101 $ 2,860.32 SA PREF CMS R17 SUPERVISOR 1YPP 11 $ 887.72 SA PREF CMS R17 INITIAL ACD 1YPP 1 $ - SA PREP ADS SAL GTWY SFTW ONLY 1 S - SA PREF ASBCE R7 STO 1-500 1YPP 76 $ 848.16 SA PREF ASBCE R7 VE VAPP 1YPP 1 $ - UPG ADV ASBCE R7 STD 1-500 1 YPP 76 $ 328.32 SA PREF SM R7 VE VAPP LIC 1YPP 1 $ - ' SA PREF SM R7 SYSTEM LIC 1YPP 1 $ - SA PREF WF012 WFO PK 1YPP 82 $ 23,665.20 UPG ADV WFO12 WFO PK 1YPP 82 $ 7,724.40 SA ON-SITE 24X7 CMS LOW END SRV tYPP 1 $ 2,565.96 SA ON-SITE 2.4X7 CM LG GTWY 1YPP 1 $ 1,192.96 SA ON-SITE 24X7 CM MED SRV 1 YPP 1 $ 2,431.44 SA PREF TRKG REMOTE SITE AVAYA AURATM R6 1 $ - UPG ADV CMS R17 HA AGT 1111-250 1YPP 101 $ 702.96 Agility Adviser Support-Includes Servion ServCare Gold Support(24x7) 1 $ 32,900.00 Agility 60 hour block time for Moves/Adds/Changes 1 $ 12,000.00 Virsae 1 Year Renewal 1 $ 6,256.50 0 $ Subtotal $ 153,344.42 $ 153,344.42 Subtotal Other Page Other Shipping Charges See Note (Estimated Delivery Date: Taxes •See Note I Estimated In-service Data: Total $ 153,344.42 Remarks: Advance Payment $ - Balance Due $ 153,344.42 Client's Order for Services are Summarized as Follows Below: Service Order Code Term(Months) Houfs Preferred Effective End Initial here Agility Advisor Support 12 M-F 6AM to 5PM 9,1.19 8,31.20 Total CLIENT'S SIGNATURE BELOW ACKNOWLEDGES THAT CLIENT HAS READ AND ACCEPTED THE TERMS AND CONDITIONS OF THE ABOVE REFERENCED CONTRACT,THE CLIENT AUTHORIZES Agility Communications Group TO OBTAIN CREDIT INFORMATION PRIOR TO ACCEPTING THIS ORDER. CLIENT AGREES TO PAY INVOICES DUE UPON RECEIPT IN ACCORDANCE WITH AGILITY'S PAYMENT TERMS, ANY INVOICES NOT PAID WITHIN(5)BUSINESS DAYS OF THE DATE ON THE INVOICE ARE SUBJECT TO A LATE PAYMENT FEE. Please note: 'All applicable state and local taxes will be applied to the final Install price and Included on the final invoice. "Actual shipping charges may be applied at final Invoice. Client: Agility Communications Group LLC: (Legal Entity Name) / (Legal Entity Name) Agility,CTqmunications Group LLC ) (Aulhon-d 5lit-cure) '- (Authorized Signature) vlsc (Type or Printed Name,Title) �f y�0 PW,(,- ='[(d14y-Vgype or Primed Name,Till- Amy Fleeves, Controller (Da;a) (Date) 08.26.19 COMMUNICATIONS -• City of Fort Worth Water Department 1 Year Support Options Last Year's 1 year support $153,442.68 Option 1: Renewal everything for 1 Year (limited Upgrade Advantage) Avaya Retail 24x7 Support Advantage & Upgrade Advantage $102,187.92 *Note: See attached Quote Detail and CSA. UA for CM and WFO, No UA on CMS, CC Elite and EMC. Can't take off WFO Agility Advisor Support (24x7) $32,900,00 Includes Servion ServCare Gold Support (24x7) 12 Months Virsae 1 year Renewal $6,256.50 60 Hour block time for Move/Add/changes $12,000.00 Total 1 Year Support Renewal Option 1 $153,344.42 Nbnbls,qukkood ReadY to lorVoIP AgitityCG,com COMMUNICATIONS GROUP I Why AGILITY? F ;SII_IT4' COMMUNICATIONS GROUP NIMBLE QUICK Bona anl�y ch�ng� " We max lrNze your /Industry,we truer bungs compellrrve happen lamet for our sovantageby ellenls and react qutclly to provldlrrg you with meet your companys the speed to drive telecommun7cattons refWu and seep needs you ahead oryow \ competitors • I ne cwrency of the diglial agc. SPEEDar-.d CONNECTIVITY 0 Increase learn • productivfty with ' worldlow-lnlegmted ' telephone wlulicru. Connectfvf at your fi READY TO SOLVE ngertips onn destlap,Web, and moUlle platforms no matter wnt•re you are.our rutlomWlde team brings you swift•cualorttlzed sUullons trot Improve your customer expellence ! Provide secure solutions to protect your employed and customer Information in today's digital age. fntr'ease efficiency and'elirrdnale downtime. t ® Keeping your systems up--- and ala through natural disdLasleraand outages • x. Nimble,Quick and Readyto Soh,e tar 1/olPsolv0on5 AgllltyCGxom A�II�IT4' COMMUNICATIONS GROUP Agility Communications Group Advisor Support Coverage Schedule B We are pleased that you have chosen Agility Communications Group for your communication maintenance coverage. Agility Communications Group Advisor Support coverage will address your communications systems maintenance needs by providing the following services: Access to our help desk support during coverage hours, which are 7:00 a,m. to 6:00 p.m, central standard time, excluding Agility Communications Group observed holidays, Help Desk Support will provide the following services: • Telephone support for questions regarding your communication system components that are covered under maintenance. • Troubleshooting and remote diagnosis of system or software faults. • Problem resolution through remote access of your system. • Software maintenance updates/patches deemed necessary to resolve a fault. These updates or patches are typically service affecting and will result in a temporary outage of the service involved. Therefore, we will perform these services outside of your normal coverage hours at a mutually agreed to time that falls within 6:00 a.m. to 6:00 p.m. central standard time. • Agility CG provides two upgrades to the OS software each year. There is no charge to the client for access to these upgrades if implemented by the client. If the upgrades are implemented by Agility Communications Group, the client will be billed a labor charge. • Repair or replacement of equipment that is nonfunctional due to hardware failure. Replacement of a failed covered component will be handled in the following manner: Agility CG will provide replacement part at which time it becomes the customer's responsibility to return the defective part to the manufacturer in a time to not exceed 10 business days. if the defective part is not returned to the manufacturer, the customer will be billed for the cost of the part, www.agilitycq cam 1866.401.4013 Page 1 of 5 pro" A�II-IT4� COMMUNICATIONS GROUP • Any requests for programming changes or redesign services of your covered applications will be billed at current remote help desk support rates. Any changes that have been made to your environment, either by Your system administrator or outside party that cause a fault in your system will not be covered under maintenance, Examples of this could be, but are not limited to; changes made in software by your administrator that cause the system to not function properly, ar Move, Add and Change work performed that causes your system to have a fault. This maintenance does not provide coverage for damage or loss of database records, damage from lightning strikes, natural disasters, power blackouts/brownouts or acts of war. Any damage caused by misuse of your system either intentional or unintentional is also not covered. Onsite services included in your Agility Communications Group provided maintenance coverage are: • Dispatch of a local technician to resolve faults that are not able to be cleared by our help desk remotely or for hardware replacement services that are not considered customer installable. Software and hardware components that are considered customer installable are: • Reinstallation of software applications on servers or desktops that Agility Communications Group is not able to access due to firewall policies or network issues at the customer location. • Replacement of telephone sets. • Unlimited Training for new System Administration personnel after initial installation • Any remotely installed software or hardware that is not at the primary system location listed as the covered address on your maintenance agreement. Remotely installed software or hardware that requires onsite service would need to be sent to primary system location, to receive onsite field technician support. • Local technicians will be dispatched during the coverage hours of 8:00 a.m. to 5:00 p.m. Monday through Friday Central Standard Time, excluding Agility Communications Group observed holidays. • If a field technician is requested onsite to standby in case of support needed for electrical outages, disaster recovery testing, or any other special events that may require this type of service, standard billing rates will apply. www.agilitVc.g.com 1 866.40'1.4013 Page 2 of 5 ACI!_IT4� COMMUNICATIONS GROUP • Any customer provided servers, printers, headsets; cabling or other equipment not listed on the maintenance agreement will not be covered. Also, enhancements required to the covered product to provide additional functionality are not covered, • Network outages caused by Service Provider issues are not covered by your Agility Communications Group maintenance agreement, The help desk will work with the Service Provider to provide troubleshooting and resolution of your network problem, once you have contacted the involved provider. Should the fault be determined to be caused by a Network Service Provider problem or outage, you will be billed for the support of this outage at current rates. Response times that will apply to your requests for service under your maintenance agreement will be as follows: • During normal coverage hours, requests for maintenance due to a major outage will be responded to by help desk support within 3 business hours. If the help desk engineer determines the fault cannot be cleared remotely, a field technician will be dispatched to the covered location, If it is determined that replacement hardware will be required to clear the major outage, this dispatch will take place when the hardware is scheduled to . arrive at the covered location. During normal coverage hours, requests for maintenance to minor failures will be responded to by help desk support within 24 hours of receipt of the request, during normal business hours. If it is determined that replacement hardware will be required to clear the major outage, this dispatch will take place when the hardware is scheduled to arrive at the covered location. The definition of major and minor failures is as follows: • Major failures are defined as a complete system (phone system outage, or voicemail system) 50% of trunks or stations, attendant console or primary telephone number auto attendant completely out of service. • Continual system (phone system and voice mail) restarts are considered major failures. • The inability to process incoming calls to a primary telephone number due to loss of system integration (CTI link, or networked location outage) is also considered a major failure. • Minor failures are defined as any failure not included in the definition of a major failure, www.agilitycg.com ( 866A01,4013 Page 3 of 5 COMMUNICATIONS GROUP For those systems that support remote access the customer will be required to allow this type of access to service the communication systems. The following system types support remote access and describe how this capability will be set up: • IP Office --Agility Communications Group uses remote control access software from logmein.com that provides for a remote desktop connection to your Voice Mail Pro server. This requires that a small piece of software be installed one time on the voice mail server and the server be given access to the internet. This service can be disabled if the customer chooses, but please note that the help desk will not be able to service your system remotely while the software is disabled. If you should require a different form of remote access be used to support your system due to security requirements,you will be required to setup and provide that access to Agility Communications Group, This option will be supported at the customer's expense. Typical alternate remote access methods include VPN connections using Windows XP client software and the VPN appliance of your choosing, or a dedicated modem line to the Voice Mail server. • Avaya Magix or Legend system --These system types are accessible remotely by an assisted transfer from your operator position. • Avaya Partner system— No remote access supported. • Parts Replacement will be provided for all components listed. Replacement parts may be new or refurbished. Any consumables such as tapes,L ribbons, labels, removable media, and technical documentation are not covered as part of this maintenance agreement, Customer responsibilities while covered under Agility Communications Group maintenance are as follows. • The customer is required to provide an environmentally sound environment for the system operation. This is generally defined by the manufacturer of the system in their technical specification and includes but is not limited to: • Climate controlled environment optimally 60--80 degrees Fahrenheit. • Dust and moisture free environment for all operating components. • Dedicated computer grade power receptacle. • A proper system ground connected to a building grounding source. • An area free of clutter or obstacles that would prevent service accessibility to your systems. www.agilitycq.com 866,401,4013 Page 4 of 5 ACII._IT�,r� COMMUNICATIONS GROUP ■ Provide a customer employee contact that is responsible for system related questions or problems. This allows us to insure you are given the appropriate information to manage your communication system's needs. If you change the remote access passwords to your communications systems, please notify Agility Communications Group help desk support in writing at support@agilitycg.com, This will insure that our database is kept current for future support needs, www.agilitycq,com 866.401.4013 Page 5 of 5 AVAYA I SERVICE DESCRIPTION Service Agreement Supplement For Avaya Support Advantage Essential and Preferred Support Issue 3.14 Date July 1,2018 ©2.015 Avaya Inc.All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc.and may he registered in certain jurisdictions. All marks identified by TM®SM are registered marks of Avaya Inca 1 AVAYA SA Essential and Preferred Support SAS Table of Contents 1. Introduction......................................................................................................................................................4 2. Support Advantage Coverage Options............................................................................................................4 3, Essential Support Coverage i A. Remote Software and Hardware Support...................................................................................................4 B. Web Services......................................................................................................................... ..5 C. Minor Software and Firmware Updates and Service Packs......................................... 5 D. Maintenance Software Permissions(MSPs)and DADMIN Logins.............................. 6 E. Support Limitations for Essential Support...................................................................................................7 F. Products Excluded from the Essential Support Coverage Option ..............................................................8 4. Preferred Support Coverage............................................................................................................................8 A. Proactive Remote Software and Hardware Support...................................................................................8 B. Off-Board Alarm Notification........................... .........I..................,,.9 C. Secure Access.Link(SAL)Policy Manager.................................................................................................9 D. SLA MonTM Server............................ ........... ...... ................................................. ............ ............9 E. Multi-Vendor Collaborative Support.................- ..................... .......I I............ .............. .......................9 5, Upgrade Advantage............... ........................................... .................... ...............................................10 A. Products Requiring Upgrade Advantage Attach.............................................. . ....................................'.10 B. Exclusions from Upgrade Advantage..........................................-..,,,.,,....................................................11 6. Exclusions from Essential and Preferred Support............................................................ ............................11 A, Out of Scope Services Supported With Maintenance Per Incident Time and Material(T/M) 11 B, Additional Exclusions ................................................................................................................................11 7. Responsibility Matrix............................................................................................................ .........................12 A. Implementation..........................................................................................................................................12 B. Post-Implementation Support.................................................................................................. .................13 R. General............................................................................................................................................................16 A. Billing and Contract Start Date..................................................................................................................16 B. True Up-............. ...... ......... ................... ............ ............. ....................... ......... ...............................16 C, Renewal of Coverage................................................................................................................................17 D. Re-initiation of Lapsed Coverage..............................................................................................................17 E. Certification................................................................................................................................................17 F. Coverage Required for Software on a Single Application or Application Bundle......................................17 G. Coverage Required for Avaya Integrated Solutions..................................................................................18 H. Coverage Required for Avaya Independent Products or Applications at Same Site................................18 I. Coverage on Lifetime Warranty Products......................... .............................18 J. Dedicated Access......................................................................................................................................18 K, Termination of Support..............................................................................................................................19 L. Extended Services Support.......................................................................................................................19 Avaya Proprietary _ Page 2 of 22 Version 3.14(July 1,201 B) AVAYA SA Essential and Preferred Support SAS AppendixA: Definitions..........................._............................................................,..............................................20 UnauthorizedAvaya Product.........................................................................................................................22 Avaya Proprietary Page 3 of 22 Version 3.14(July 1,2016) AVAYA SA Essential and Preferred Support SAS I .Introduction This Service Description describes the Avaya Support Advantage Essential and Preferred Support services for eligible Supported Products and supersedes all prior descriptions or contract supplements relating to such support. When a translated version of this document conflicts with the English version, the English version will take precedence. This document is an attachment to the End Customer's Commercial Agreement with Avaya, and shall serve as the Service Description with respect to such support offering. In the evert of a conflict between this Service Description and the End Customer's Commerciai Agreement with Avaya,the terms and conditions of the End Customer's Commercial Agreement will control. In the event that an Avaya authorized reseller, distributor,systems integrator or service provider is purchasing support coverage for the End Customer,Avaya will provide the support specified herein to the End Customer. 2.Support Advantage Coverage Options - Two coverage options are included within this Service Description for Avaya software and hardware products ("Supported Products"): • Essential Support • Preferred Support 'File coverage option,supported Product,and name of the End Customer will be included on the applicable order or associated quote sheet. The Avaya support obligations are expressly conditional upon the Supported Products: • Being properly installed per Avaya product specification. • Not being subject to unusual mechanical stress or unusual electrical or environmental conditions. • Not being subject to misuse,accident or disaster including,without limitation, fire, Flood, water, wind, lightning, or other acts of God. 3. Essential Support Coverage Essential Support coverage provides reactive remote support for all eligible Supported Products and is the minimum coverage required,where available, to receive Avaya support on those eligible Supported Products. Essential Support is not offered as an option for any Supported Products with a Major Release launching on or after August 10, 201 S. Essential Support is not offered as an option for any Supported Products licensed as a Subscription. A. Remote Software and Hardware Support The End Customer has 24x7 around-the-clock access to an Avaya Service Center via the website (Mtp://support,4va a.com)or telephone to request software and(where applicable) hardware support. Avaya may require that only Avaya-authorized End Customer contacts are eligible to request support, verify the identity of End Customer contacts requesting support and limit the number of authorized contacts. Avaya's remote support, including all electronic and telephone communications, is provided in the English language. I For all Supported Products under Essential Support,Avaya will use commercially reasonable efforts to commence support on the End Customer's request for remote support according to the following table. i Avaya Proprietary Page 4 of 22 Version 3.14(July 1,2018) i V AVAYA SA Essential and Preferred Support SAS Outage* Severe Business Business Impact& Impact* Non-Service Impact* Requests submitted via website Within one(1)hour Within two (2)hours Within Standard Business flours Requests submitted via telephone Within one(1)Hour Within two(2)hours Next Business Day Severity levels are defined in Appendix A B, Web Services The End Customer has access to web-based services available at http://support.avaya,corn, Detailed Instructions for access and use of each web service are posted on the support website.Avaya may require that only Avaya-authorized End Customer contacts are eligible to access the support website and may also limit the number of authorized contacts. Avava E-Notifications—Register and receive proactive notifications via email anytime new and modified product documentation and downloads are posted on the support website.These announcements include Product Correction Notices,Security Advisories, End of Sale Notices, Services Support Notices and User Guides. Avaya Support Forums—View,post and reply to web-based conversation threads to discuss Supported Products (http://support.avaya.com/forums). Case Status Alerts—Register for proactive email or text message alerts on the status of an Avaya service request. Diagnostics -Scripting technologies used by Avaya Service and Engineering teams to End Customers. These scripts are based on actual break/fix Service Request'data to enhance resolution and trouble isolation steps, Each script can run diagnostic steps against the product quickly, providing simple green, yellow, and red indicators of potential trouble areas along with failure logs where a fault was found, HealthCheck—Optimize reliability and performance for the Supported Product by using an on-demand tool to generate a HealthCheck report and review the current configuration parameters. Knowledge Base—Access Avaya's on-line knowledge base and use advanced search engines to find: documentation organized by Supported Product including all available user guides for product administration and programming, installation,configuration, upgrades and migrations, and general support; software and firmware download Instructions;alarm code definitions with instructions on how to clear the associated alarms;problem descriptions with instructions for prescribed resolution; and answers for frequently-and previously--asked questions. My Reports—View and create reports for service requests and entitlements across all of the Customer's Sold To numbers, Software Compatibility Audit(ASCA)--Create a report providing the software and firmware versions installed on all Communication Manager upgradeable devices as well as the latest versions available for those same devices. Parts Replacement—Parts can be ordered via a web request when coverage includes Parts, Service Request creation—Create a web request for support and receive enhanced response. C. Minor Software and Firmware Updates and Service Packs The End Customer has access to Product Correction Updates ("Update") issued by Avaya.An Update can be a Product Correction Notice,(PCN),minor software or firmware update or service pack.Avaya wilt notify the End Customer via http.,//support.avaya.com of any Avaya-recommended Updates, Avaya Proprietary Page 5 of 22 Version 3.14(July 1,2018) AVAYA SA Essential and Preferred Support SAS Updates will be issued as End Customer,remote or technician installable and with a classification of 1, 2,or 3 (defined in Appendix A)depending on the product, level of severity and complexity. Class 1 Class 2 Class 3 End End Customer installs End Customer installs End Customer installs Customerinstallable Update Remote installable Avaya installs Avaya tnstalis End Customer installs Update Technician installable End Customer or Avaya End Customer or Avaya End Customer or Avaya Update installs during coverage installs during coverage Installs during Standard hours when Support hours when Support Business Hours when Advantage Onsite Advantage Onsite Support Advantage Onsite Support is purchased Support is purchased Support is purchased • The End Customer must register for Avaya E-Notifications in order to receive Updates. • The End Customer may contact Avaya at no additional charge with general questions about End Customer installable Updates, • At the End Customer's request, Avaya will remotely perform the installation of an End Customer installable Update, subject to the End Customer's express approval of time and material charges using Avaya's then current Maintenance Per Incident rates_ Maintenance Per Incident charges also apply to any End Customer installable Update required to complete an open Avaya service request, • Certain Avaya remote installable Updates may require the insertion of End Customer provided media in a local drive at the End Customer's location, and that activity will be the End Customer's responsibility, • System backups are the End Customer's responsibility and Avaya's installation of an Update does not include any system backup. • In most circumstances, updating to the latest Minor Release and/or Update version of a product will be required before application of any additional Updates to address a problem. • Support does not include software or hardware upgrades.If the Update requires a software or hardware upgrade,Avaya will provide the Customer with a separate cost estimate prior to performing any such upgrade. D. Maintenance Software Permissions (MSPs) and DADMIN Logins Maintenance Software Permissions(MSPs)and DADMIN logins are applicable only to all Avaya Aura® Communication Manager(CM)Releases, including earlier versions such as DEFINITY®,G3V4—R7 and G3V3. MSPs provide the technological ability to execute certain on demand maintenance commands to a customer that Is logged into an Avaya PBX system using a username and password reserved for customers(called a "Customer Login"). In this way, MSPs provide support services capabilities used to respond to some alarms and to aid in identifying and resolving problems with a system, Customers may have access to MSPs, at no charge. One way to request MSPs is through Avaya's MSP Activation page(https-//su ort.- va a.com/MSPActi aatign). For all Avaya PBXs sold before May 2008, including CM 4 and earlier releases, both the customer that purchased the P13X and any agent acting on Its behalf—including an unauthorized maintenance provider ("UMP")or independent service provider("ISP")—may use MSPs at no charge, Avaya Proprietary Pago 6 of 22 Version 3.14(July 1,2n18) AVAYA SA Essential and Preferred Support SAS Customers that purchased Avaya PBXs since May 2008, including CM 5.0 and later releases,also have access to MSPs at no charge,but such customers might breach their contracts with Avaya by allowing an UMP or IS.P (or any other agent that is not authorized by Avaya)to use the on demand maintenance commands enabled by MSPs. The DADMIN login was developed for and is licensed only to Avaya's authorized channel partners,subject to customer approval and Avaya authorization, The DADMIN login provides the partner with support services capabilities. DADMIN logins may be used only by authorized partners in accordance with the applicable Avaya license terms. DADMIN logins are not,transferable or assignable, and they are not to be provided to customers or any unauthorized third parties. Three other levels of Avaya Logins also exist—CRAFT, INADS and IN IT--but these logins are reserved for the exclusive use of Avaya associates. UMPs do not have a license or permission from Avaya to use CRAFT, INADS, INIT or DADMIN logins. For additional information about MSPs or DADMIN logins, please refer to Avaya's Intellectual Property Policy for Customers and Partners. E. Support Limitations for Essential Support • For Supported Products that are not configured in accordance with Avaya documentation,including published guidelines for technical compatibility and connectivity to non-Avaya products,Avaya has the right to restrict its diagnostic and/or corrective procedures to those problems that originate entirely within such Supported Products and do not arise out of,or in connection with, non-documented configurations andior the Supported Products'interoperation with any other products. • Support is limited to unaltered versions of the Supported Products and to problems that are reproducible in that version of the Supported Product when operating in a standard operating environment("Standard Operating Environment"), o A Standard Operating Environment is one where the covered applications,databases and operating systems have been tested, certified, and documented by Avaya. o If the Supported Product is not being run in a Standard Operating Environment,then Avaya may be delayed in starting work on the service request and additional charges may apply, o In the event that support is requested for a Supported Product that is not being run in a Standard Operating Environment and Avaya requests that it be put in a Standard Operating Environment in order to reproduce and diagnose the problem,Avaya will not be responsible for the delays caused by such reconfiguration and the End Customer may be responsible for performing such reconfiguration. • In the event that no trouble is found after putting the altered Supported Product into a Standard Operating. Environment, the End Customer may be charged time and material charges using Avaya's then current Maintenance Per Incident rates for Avaya's efforts to troubleshoot the problem. • Corrections to certain problems may only be available through a more current release of software or through a documentation update. • Trouble isolation and fault management associated with the installation of Updates will be limited to correcting faults for a Standard Operating Environment. • Support does not cover customized system features or reports created by the End Customer,Avaya Professional Services or other third parties.Any bug fixing or system re-configuration(s)that Avaya must perform to clear a trouble resulting from the End Customer's configuration changes are not included in the scope of this Service Description. If Avaya determines that a problem is due to the End Customer's or a third party's application, or configuration changes,or Unauthorized Avaya Product then resolution and diagnostic fees may be charged at Avaya's then current Maintenance Per Incident rates. • Avaya will not be held responsible for any loss due to the use of its products in a nonstandard operating environment. Avaya Proprietary Page 7 of 22 Version 3.14(July 1,2018) AVAYA SA Essen(ial and Preferred Support SAS F. Products Excluded from the Essential Support Coverage Option Some Supported Products have not been designated by Avaya as eligible for Essential Support. These products require Preferred Support. Avaya reserves the right to add or remove eligible Supported Products at its sole discretion. Currently, products which are not eligible for Essential Support are: a. All Major Releases of products launching on or after August 10,2015 b. Communications as a Service(CaaS)solutions, such as UCaaS(Unified Communications as a Service)and CCaaS (Contact Center as a Service) c. Fabric Networking solutions d. Products licensed as a Subscription 4. Preferred Support Coverage If the End Customer purchases Preferred Support, coverage includes all of the services included In Essential Support in addition to the Preferred Support services described in this section. For all new major software releases that become Generally Available beginning with Aura R8,Preferred Support includes the Upgrade Advantage entitlements(see Sectlon 5). For all majorsoftware releases that were Generally Available prior to Aura R8, Upgrade Advantage is a separately orderable offer. Preferred Support coverage provides proactive remote support for all eligible Supported Products that offer this capability. A. Proactive Remote Software and Hardware Support For all Supported Products under Preferred Support,Avaya will use commercially reasonable efforts to commence support on an End Customer request for remote support submitted to an Avaya Service Center via telephone or website according to the following Service Level Objective table. Outage* Severe Business Business Impact& Impact' Non-Service Impact* Requests submitted Within fifteen(15) Within fifteen(15) Within Standard via website minutes minutes Business Hours Requests submitted Within one(1) hour Within two(2) hours Next Business Day via telephone *Severity levels aro defined in Appendix A • Avaya will provide 24x7 around-the-clock monitoring by Avaya EXPERT Systems,"Diagnostic Tools where applicable,to respond to system-generated alarms on Supported Products, o EXPERT SystemssM will diagnose and attempt to resolve system-generated alarms. o Minor Alarms not programmatically resolved, but which have a known solution, may result in identified solution being sent to the End Customer o All other unresolvable alarms without a known solution will be routed to an Avaya Engineer for troubleshooting and diagnostics. • In the event of unresolved major alarms (assigned as a Severe Business Impact Service Request) detected and referred by EXPERT Systems-sm.Avaya will use commercially reasonable efforts to commence support within two(2)hours. • Unresolved minor alarms (assigned as a Business Impact Service Request)detected and referred by EXPERT SystemssM will be worked during Standard Business Hours, • The End Customer may register to receive Avaya case status alerts for resolved and unresolved alarms. • The End Customer may use the Manage Alarms tool to block the creation of product alarm cases for a Sold To location and(optionally)for a specific product that supports this feature. Avaya Proprietary Page 8 of 22 Version 3.14(July 1,2018) AVAYA SA Essential and Preferred Support SAS B. Off-Board Alarm Notification • On Supported Products that are enabled for EXPERT SystemssM technology,Avaya will proactively monitor and detect through EXPERT SystemssM all DS1 and SIP Trunk off-board alarms associated with network facilities and the TCP/IP links associated with Avaya Supported Products that have Avaya/DCIU capabilities, • Subject to End Customer's registration for Avaya case status alerts,Avaya will send electronic notification of off-board alarms to the End Customer. C, Secure Access Link(SAL) Policy Manager • The End Customer is entitled to install a SAL Policy Manager that works with the SAL Gateway and may be used to determine and authorize when and how Avaya will remotely access all Supported Products In the End Customer's network, • The SAL Policy Manager provides the End Customer with a centralized application for the definition, administration,and inclusion of all secure remote access policies that will govern the remote access sessions initiated by Avaya engineers and automated tools through the SAL Gateway. • The End Customer-defined policies are automatically downloaded by the SAL Gateways, • The SAL Gateways receive and forward alarms and poll Supported Products for remote access connection requests. I • SAL may also be used by Avaya for diagnostic troubleshooting and determining if a product is working in accordance with Avaya's standards, including counterfeit and gray market diversion policies.This may include monitoring system identification items such as serial number, MAC address,system location or other data for the purpose of determining whether authentic,approved, and maintenance- eligible products have been connected to the End Customer's network. • The End Customer may access and download the SAL Policy Manager software and installation guide at https.//pids.avaya.com, Select Downloads and search for"Secure Access Link", SAL Policy Manager and other Support Tools are subject to license terms. D, SLA Mon"" Server As an entitlement of Preferred support, only on the Avaya Aura CM application, the Customer has access to the SLA MonTM Server on a licensed basis, • Software that provides diagnostic capabilities for IP telephony troubleshooting and network monitoring. • The SLA MonTM Server reduces onsite dispatches and End Customer engagement requirements by giving Avaya and Partner support engineers the ability to emulate sitting next to the End Customer in order to better understand the problem,avoid false troubleshooting leads, and reproduce the issue down to the individual steps described. • All Avaya customers can download, license, and Install the server software at no charge for 30 days.A license may be requested and will be granted for any customer with SA Preferred entitlement on their Avaya Aura CM application. • The End Customer may access and download the software and installation guide at http://s upport.avaya.com/ads. E, Multi-Vendor Collaborative Support As an entitlement of Support Advantage Preferred Support Avaya will jointly collaborate and perform trouble investigation with participating TSANet vendors to diagnose interoperability issues with the vendor's product, • Avaya Support Engineers will work incoming requests from TSANet members on behalf of qualified Avaya customers up until the point the issue is identified to be Avaya or TSANet Vendor, likewise Avaya will engage TSANet Vendors on customer's behalf if requested. • if it is an Avaya issue,Avaya Support works to resolution based on the entitlements of Support Advantage Preferred entitlement. If the TSANet Vendor takes ownership,Avaya closes the service request with customer concurrence. Avaya Proprietary Page 9 of 22 Version 3.14(July 1,2018) AVAYA SA Essential and Preferred Support SAS 5. 0 Upgrade Advantage pg 9 Upgrade Advantage is available when Support Advantage Essential or Preferred Support coverage is in effect. Upgrade Advantage is priced and billed separately from Support Advantage with these exceptions: a. All new major software releases that become Generally Available beginning with Aura R8,wherein Upgrade Advantage is included in the Support Advantage offer; b. Communications as a Service (CaaS)solutions, such as UCaaS(Unified Communications as a Service)and CCaaS(Contact Center as a Service),wherein Support Advantage, Upgrade Advantage, and the license are included in a single price; c. Products licensed as a Subscription, wherein Support Advantage, Upgrade Advantage, and the license are included in a single price. • When the End Customer purchases Upgrade Advantage, it enables them to upgrade their Avaya provided software usedsession licenses to the latest Major Release, If and when available. Upgrade Advantage covers the application software usedsession licenses but does not cover any infrastructure or operating environment software that may be necessary. • Upgrade Advantage is only available on Avaya's then most current Major Release,and is not available on prior Major Releases. End Customers recasting from a Software Support+Upgrade to a Support Advantage agreement that did not upgrade during the agreement term are eligible for Upgrade Advantage. End Customers may also retain their Upgrade Advantage coverage, at then current terms and conditions, when renewing a current Support Advantage+Upgrade Advantage agreement. • As a part of Upgrade Advantage, the End Customer may register at http—.,L/suppprt.avqya.com to receive notices when new Major Releases of Avaya-provided software become commercially available. • During the term of the Upgrade Advantage support contract, the End Customer: o Must maintain active Essential or Preferred Support coverage, as applicable based on product release, o Will have access to the features and functions of each new Major Release at no additional charge beyond the Upgrade Advantage support contract fee. o Will receive instructions on how to download each new Major Release,where applicable. • All associated upgrades of Major Releases must be scheduled and implemented during the coverage term of the Upgrade Advantage support contract. • Avaya will not require the End Customer to upgrade their software unless Avaya has advised the End Customer that corrections to certain problems may only be available through a more current release of software. • Billing for the Upgrade Advantage option will occur even if the End Customer fails to exercise its right to upgrade before the end of the Upgrade Advantage coverage term. A. Products Requiring Upgrade Advantage Attach Upgrade Advantage Is required to be purchased on all Major Releases of products launching on or after August 10, 2015,when Upgrade Advantage is available. Upgrade Advantage Is required to be purchased on the following products regardless of Major Release date: • Applications supporting the Fabric Networking solutions, Upgrade Advantage is not required, nor applicable,to any hardware within the Fabric Networking solution, as the operating system is an Inherent part of the solution, • Customer Service Editions (CSE). • Workforce Optimization (WFO). Upgrade Advantage is included In; Avaya Proprietary Page 10 of 22 Version 3.14(July 1,2018) I AVAYA SA Essential and Preferred Support 5A5 • Communications as a Service(CaaS)solutions, such as UCaaS(Unified Communications as a Service),CCaaS(Contact Center as a Service), xCaas(Unified Communications, Contact Center and Video as a Service)and the new Avaya Enterprise Cloud;xCaas offerings ; • SA Preferred for ail major releases that become Generally Available beginning with Aura R8. Upgrade Advantage must be renewed when Support Advantage support Is renewed, and it may not he renewed at any other time. When a Support Advantage support is terminated or expires and is not renewed, Upgrade Advantage is terminated or expires at the same time. It is not possible to terminate Upgrade Advantage on active Support Advantage support. B. Exclusions from Upgrade Advantage The Upgrade Advantage option only applies when upgrading a covered software product from one Major Release to a subsequent Major Release, It does not include: • Design support, installation,professional services or other service charges. • Any provisioning of the software, • Any and all equipment costs. • Upgrading of components located in an End Customer"crash kit"or maintenance spared equipment. • Hardware changes required to comply with minimum vintage requirements. • Project Management costs. • Upgrades to any and all adjunct software applications. • New feature functionality or capacity requirements associated with additional software licensing, • Migration of software application to a new or different hardware or software/operating system platform, 6. Exclusions from Essential and Preferred Support A. Out of Scope Services Supported With Maintenance Per Incident Time and Material (TIM) Avaya provides"Maintenance Per Incident T/M"support for out of scope maintenance related activities not included In an Avaya Maintenance Contract. Support is only available to Avaya End Customers and Partner End Customers who have support coverage on the product requiring support. Services provided not directly attributable to a fault in Supported Products that end up being a result of an out of scope activity defined below are billable per the current hourly rate structure. Billable time starts from the time the customer calls or a web ticket is picked up, to the time the case is closed, for support provided for items that would fall outside of what maintenance or warranty would entitle. Examples of support that would fall outside of maintenance coverage that would be provided under Maintenance Per Incident Time and Material(T/M)would be as follows: • Programming, administration or configuration changes • Third party integration or applications I • Acts of nature • Customer network outages and/or service providers issues • Avaya installation of customer or partner installable patches • Support that ends up being related to a product riot under warranty or maintenance coverage • Parts or onsite support for Remote Only or Remote+Parts contracts • Products that are improperly certified by a party other than Avaya e. Additional Exclusions The following exclusions apply to Essential and Preferred Support coverage: Avaya Proprietary Page 11 of 22 Version 3.14(July 1,2018) AVAYA SA Essential and Preferred Support SAS • Any customized system features,configuration changes, or reports, • The capture of off-board alarms for trunk interfaces (Excluded from Essential Support,but not excluded from Preferred Support). • Interfacing directly with the End Customer's network carrier or service provider. • Support for the Secure Access Link(SAL)Policy Server software beyond general usability questions, • Implementation, installation, and customization services that may be required and that may be provided by Avaya at an additional cost, • The provision or installation of hardware upgrades or reprogramming to add additional capabilities or functionality to the Supported Products. • Customization of, or labor to install, a software application on the hardware. • Media or hardware replacement for damages or malfunctions caused by:(1)actions of non-Avaya personnel or the attachment of products not supported by Avaya; (2)failure to follow manufacturer's installation,operation, or maintenance instructions; (3)failure of products not serviced under this Service Description; (4)abuse, misuse, or negligent acts of non-Avaya personnel;(5) repair to products if the End Customer or the End Customer-authorized party modified the product in any manner,shall not be covered. • Services and all troubleshooting support not directly attributable to a fault in Supported Products (including faults in the End Customer's awn network or the public network). • Services that cannot be provided due to the End Customer's failure to fulfill the End Customer responsibilities detailed in the Responsibility Matrix section of this Service Description. • Your Avaya Support Services Agreement does not cover troubleshooting or resolution of any Issues caused by your use of root access to Avaya software or by any third party software use by you. Any requested Avaya support to return the communication systems to proper operating condition shall be charged at Avaya's commercial time-and-material rates.Any detrimental impacls due to the use of root access shall not be grounds for imposing a contractual penalty upon Avaya, and you may not pursue any claim against Avaya arising out of or relating to your use of root access. Avaya's support services obligations may be further limited by the Support Limitations and Exclusions described In the Service Agreement Supplement. • Distribution of patches and specific versions of legacy products with the embedded software that is no longer being used by Avaya. The list of affected products is located at hLtp§,Llldownloads,avaya.com/css/P8/documents/101029433 7. Responsibility Matrix A. Implementation Unless Avaya installs the Supported Products through Avaya Professional Services, the End Customer will be responsible for the following actions; Responsibility End Avaya Customer Ensure tha power and grounding of Avaya products meoCthe product_ X?. specifications - Provide the proper environment for the Supported Products, including X electrical and telecommunications connections as specified by Avaya. Follow all,if Avaya installation,operatioh,:and maintenance instructions X Ensure registration of Avaya Supported Products is completed as defined by Avaya's most recent registration process and accurately maintained. X after system changes. Provide'AvIya with remote system access via.an.Avaya-approved X. Avaya Proprietary Page 12 of 22 Version 3,14(July 1,2018) I AVAYA SA Essential and Preferred Support SAS ' I connec( ty;njethod as provided,in,this Service Descriptlo'n: Use the"Avaya Products Security Handbook"available at http://support.avaya_cam along with the individual product documentation to X secure remote access capabilities. Install.rnalhtain.and manage the Secure Access f'olrcy Sefyer including administrfton of access p'olrcres if the End'Cusfvmer opts fo use Secure X Access Policy Server(Preferred'Support-ohty); . B. Post-Implementation Support Service requests from non-accredited personnel may result in delayed support and will be billed time and material charges using Avaya's then current Maintenance Per Incident Rates, Responsibility End Customer Avaya Define.intprnal procedures.to malnlarn control of the original. X •software.:media including creahon':of backup copies; Maintain a procedure external to the software program(s)and host computer for backup and reconstruction of lost or altered files, data X or program to the extent the End Customer deems necessary. Notify AVaya of any moVes of Supported Products covered by thls: X Service Description. Access and use web-based services available at htto://support.avaya.corn prior to submitting a service request to X Avaya Utillze'Support Web'slte tools such as Oreate Service Request Check.Case.Status; Request Pd.0 b Replaceriie4:Administer End X. Customer•Site Contacts,Dow' nWidSoffw re,and Cfreckupg(ade. Entitlements Contact Avaya for entitled support. X Monitor alarms geherated"by Supported Productoand carry out instructions available at http:%/supp6rt.avaVa.corn to:_resolve1hose ~alarms(Essenllaj Support only); If the Paj,ner requests support` from Avaya but N]is made..no attempt to-resolve the.alarm or tf' X another fault has'resulteo from'an'"unresoN:alarm,the Partner may b'e;charge'd tir'ne and.material Charges using.Avaya s,then, current Ma per Incident rates, Ensure the network path allows Avaya alarms to be sent from Avaya X Products to-Avaya via modem or Secure Access Link Authorize Avaya to utl11zd the End Customer's global network fo .deliver alarms`to the Avaye Service Center, If necessary(Preferred X - -Support only)". Provide the Avaya Service Center with the following information when reporting a trouble: Avaya provided End Customer Sold To Number,End Customer contact information,Description and X urgency of the problem,as well as system passwords and e ui ment access control features required for Avaya to provide Avaya Proprietary Page 13 of 22 Version 3.14(July 1,2018) AVAYA SA Essential and Preferred Support SAS remote support. Upon-receipt of.an Avaya.service.request,pofform troubleshooting attd diagnostics via(eniofe connection to isolate software and hardWar_e related problems and 2jefermlt1@ Whether a Supported Prodttct'es working n accordance with Avaya s standard acid X: publistie'd documentatfon Including all associated:apptication and: conjlguratiofi notes• , Unless onsite coverage by Avaya was purchased: X Onset e troubleshooting as required. Upon receipt of an Avaya service request;isolation and resolution-of all reproddAle.probla s.or anomalies resulting when Avaya. installation ar configuration enstructions:were used, as long:as•the X ` configuration errors'are specific to unaltered Avaya software proddc.t Upon receipt of an Avaya service request,identification and resolution of any inconsistencies or errors in Avaya product X documentation. Request advance replacement of parts only for,the elegi6le X , Supported Products. ------------ Unless onsite parts replacement coverage by Avaya was purchased: Replace defective part. Return faulty parts to Avaya according to the X guidelines in the Parts Coverage section of this Service Description. 'For onsite parts replacement coverage, provide AVaya with onsite access to the Supported Products:during.Coverade Hours. 'Access' includes physical access as well as network access to Supported Products.Additional charges may apply if an Avaya field technician : X -is Scheduled-to service equipment and us the technician rrit:w.alt after arriving onsite for egUiprnent to:becomo availabte.for Servicing, Schedule availability of authorized staff that will have the authority to make decisions on Fnd Customer's behalf concerning the maintenance and service support of systems. The authorized staff is responsible to: • Approve any associated maintenance per incident charges X • Provide and approve all purchase orders for maintenance per incident invoices; • Permit Avaya to conduct an equipment certification, serviceability, and inventory check if required by Avaya prior to service assumption. Retermine'and schedule Major Release Upgrades ncluding X authorizing End.Customercontacts eligible to download the software, (Upgrade Advantage only): Maintain the system at a current support release(N). Or one Major X Release prior(N-1). -Maintain;Avaya products at the most current Service Paok_("SP) X and Firmware('FW")update level,` Ensure registration of g Avaya Supported Products is updated as X dofined by Avaya's most recent registration process,including the removal of deactivated equipment.This includes removing the Avaya Proprietary Page 14 of 22 Version 3.14(July 1,2018) AVAYA i SA Essential and Preferred Support SAS i programming for any inactive or moved equipment adminlstered in the customer's Communication Manager, Nbtlfy Avaya of any software/hardwar'�upgtades;Updates to or X addlflons:gf any;new software ajid(or applrCaf lolls to fhetexrsting systems,if such upgrades and software(applroatloris,Were purchased from a=Vendor.afher than Avaya; Perform network audits on their network to ensure it is within Quality X of Service specifications (e.g.packet loss,jitter, packet latency,etc.) to maintain voice and data services,especially after making any changes to their network. Qdvlse`tivay of:a aQ changes that,affect the.End Custo meFs•network X configuiatlons'rid operations of_5upporfe'd,Produets which may jnclUde It?addresses,"subnet assignments pology sel\ier.: confrgtirat'iort or emochanges to f rev,41s that impact Avaya s ability to monitor.or rtely access.the Supported Products; Register for case status alerts to receive notification of unresolved X EXPERT SystemOA alarms and off-board alarms(Preferred Support only). As.N May1,2018-gvaya will no longer halls avarlabje for download X specrficVersions of legacy.prbducts•with the embedded software. that rs no logger being used by.,Avaya. . Before'May 1,2018,Customers with affected products in Produciiori are responsible to.download and preser4'4 software necessary to restore;move or to install for any reason`fheir Production sysfen!6 OR-upgrade,to a release or product line th&'Js riot'affected;'as'. recommended by Avaya.The list of affected products is located at hftps lldo..wriloads.ayaya,corin/csslP8ldocumentsllQ1029433 For Support Advantage Wholesale, the Partner will be responsible for ensuring that the End Customer responsibilities are performed under this document,and securing(either directly or through resellers, as applicable)all necessary approvals, consents and performance from the End Customer For Support Advantage Retail: • The Partner will be responsible for o Obtaining the purchase order(PO)from End Customers who require a PO to process an invoice payment, and ensuring its submission to Avaya before the due date of scheduled mid- term payments with multi-year support contracts. • In addition the Partner will work on an ongoing basis with the End User Customer to: o Complete registration of Avaya Supported Products as defined by Avaya's most recent registration process and accurately maintained after system changes. o Provide guidance on Avaya product roadmap encouraging the Customer maintains their system at a current support release(N),or one Major Retease prior(N-1). o Provide Avaya with remote system access via an Avaya-approved connectivity method as provided in this Service Description, Avaya Proprietary Page 15 of 22 Version 3.14(July 1,2018) AVAYA SA Essential and Preferred Support SAS 8.General A. Billing and Contract Start Date Support will commence and be chargeable as follows: • If Avaya sells and installs the Supported Products,support will commence on the date Avaya notifies the End Customer that the Supported Products are installed according to specifications. • If Avaya sells the Supported Products directly, but does not install the Supported Products, support will commence on the earlier of the date when software(1)features are enabled, (ii)is downloaded to the target processor or(iii)is physically delivered to the Customer premises, • if the Supported Products are purchased through an Avaya Partner(including Support Advantage Retail),regardless of what company installs the supported products, Support and billing will commence in accordance with the below schedule: BillingCommence Support and • Day of rder Type Month New Supported Products Second Month* Upgrades of existing products already under SA Second Month* support coverage,including licenses Increases in the quantity of existing products First Month* already under SA support coverage Same order for increases in the quantity of existing products already under SA support coverage Second Month* contains new Supported Products or an upgrade Same order for increases in the quantity of existing products already under SA support coverage and new Supported Products or an upgrade,also First Month* contains increases in the quantity of existing Third Party Products already under SA support covera e *Month following the date that the order for the Supported Products is accepted by Avaya in its order processing system Note-- • For Third Party Products support commencement may vary from the above dates. • If an earlier commencement from the above dates is being requested, then this must apply to all line items in the order. B. True Up Avaya may perform true ups to determine if additional Software Licenses have been added to Supported Products and bill for the additional licenses. For CaaS solutions,Avaya will utilize the CaaS solution capabilities(ex.Avaya Contact Center Control Manager(ACCCM))to perform monthly peak usage true ups(one month in arrears)to identify Software Licenses in use.This information will be used for monthly Avaya invoicing. Minimal invoicing thresholds apply per the CaaS offers. Reductions in support fees are not permitted except at renewal. Avaya Proprietary Page 16 of 22 J Version 3.14(July 1,2018) I AVAYA SA Essential and Preferred Support SAS I C. Renewal of Coverage Support Advantage coverage for Supported Products will automatically renew at the end of the initial term of coverage and any renewal term under Avaya's then current Service Description applicable to Supported Products, unless either party provides written notice of Its Intent not'to renew such coverage at least 30 days prior to the renewal date. If the Customer is an Avaya authorized reseller or Distributor, renewals will not be automatic unless auto-renewal is available from Avaya. Auto-renewal for authorized reseliers and distributors is nct available in all regions. Support Advantage 1-year and multi-year support agreements will review art then-current rates and for a similar term length as the expiring agrees-ient. Where auto-renew IS available, multi-year support agreements will automatically renew as a 3-year or 5-year support agreement, as applicable, Suppert Advantage agreements will auto-renew for 1-year terra lengths unless notified otherwise in advance of the renewal. VVith the exception of Subscription licensing, Upgrade Advantage 1--year software upgrade support agreement renewal' rates for the first renewal period (the second year of Upgrade Advantage coverage) will not be more than 5%, (COLA adjustment") higher than the rate for the initial year of coverage for thP, same Supported Products. Upgrade Advantage multi-year software upgrade support!agreements wdl renevv at then-current rates. D. Re-initiation of Lapsed Coverage A re-initiation fee will apply to reinstate support and Subscription Licensing when coverage has lapsed. The applicable re-initiation fee will be invoiced and payable vwith the first billing of the new coverage. For details on the fees, refer to the Support Re-initiation Policy. 'dote: 1. The re-inlr',ation fee is subject to change at any time. 2. Re-initiation fees are not discountable. 3. Time and Nlaterials (T&M)support is not available it a support contract has lapsed. 4. Support and upgrade entitlements are not available the day a`tsr the expiration date of the support C;Ontract, E. Certification Supported Products that are newly purchased, used or have not been continuously covered by Avaya support are aP. eligible for coverage; however,certification of the Supported Products ay be requ':.red. Certification ensr,res that Supported Products are properly insta!Ied and In good working order. Certification of Supported Products may be required when: 1. Supported Products classified by Avaya as "not customer-installable°were installed by a party other than Avaya, an authorized Partner or a manufacturer or ranufacturer-authorized service provider(for non-Avaya products). 2. Avaya support coverage on Supported Products has lapsed for more than ninety(90) days or was never initiated. Certification is not included in this Service Description and will be charged at Avaya's then current Maintenance Per Incident rates if Supported Products are not added under Support Advantage coverage within 45 days of certification completion. Avaya does not guarantee Supported Products subject'to certification wit! be certified. if Supported Products are found to be ineligible for certificatilon, the Customer is responsible for corrections required to make Supported Products eligible. A list of Support Advantage Supported Products is located at http:/fsupport,avaya.com/sup ort_advantage. F. Coverage Required for Software on a Single Application or Application Bundle All licenses for a single application on a single server must have the same level of coverage (i.e., Essential Support or Preferred Support). If the End Customer is found to have varying levels of coverage on the licenses for a single application or for a single server, licenses covered at a lower level of coverage will be. brought up to the higher level of coverage and Avaya shall bill the End Customer for- the incremental charge, calculated to be coterminous with existing coverage. Avaya Proprietary Page 17 of 22 Version 3.14(July 1,2013) i AVAYA SA Essential and Preferred SLpport SAS bVhere licenses for the same application are consumed in a hybrid model(for example: perpetual and Subscription), ALL licenses must have active coverage and where available, the same level and method of coverage. Subscription licenses are only available on the most current release and must include Upgrade Advantage. To be able to have both subscription and perpetual licenses in the same application, the I perpetual licenses wi111(i)need to be upgraded to the most current release; (ii) include Upgrade Advantage; and (iii) have the same contract selling mode' as the Subscription licenses. G. Coverage Required for Avaya Integrated SOfL tiotis Aii Avaya solutions that are integrated with other Avaya solutions (e.g., Commurlication Manager integrated with Avaya Call Center) can be covered by different levels of Support Advantage coverage but must have the same delivery option (either all Avaya Delivery or all Cc-Delivery).All integrated solutions must be covered by at least Essential Support. if the End Customer is found,' to have f,agmented coverage whereby one application is not covered by at least Essential support, the =nd Customer av'll tie ^^tfied of t"ie coverage In the event that coverage is not initiated on me uncovered sollltion(s) ,vithl t ninety (9D) days of su:;h notification, support on the covered soi.ition w1l be treated as though canceler: by the End Customer as per the"Termination of Support"provisions set forth below and the cancellaton fees set forth below will apply.A list of integrated solutions is located at htt ://supp�rt.avaya_com;sup�rt advantage. In 'the scenario where the erd Customer has both, perpetual and subscription licerses in the integrated ,avaya solutions and some cf the perpetual Gcerises are no-.covered with the appropriate service support, then ti-;s iack of ac!e-i,_late coverage must be corrected when the contract is renevied. H. Coverage Required for Avaya Independent Products or Applications at Same Site All Avaya Supported ProduV:ts at a single location that are not integrated with each can be e,vered by If !eveis or Suppo t Advantage coverage (e.g., Communications iviauager with _ssential Support and t!�—clular Messaging witft Prafenred Support) and with differe�-,t delivery options. i,->rvever f1 agmentatio.! across conirac`selling models (Direct and Retail vs 4Vhuiesa'e vs Co-delive-y) for a Cushome,is stro,,—Cy discouraged and nu. `be in complianne.with the Like for Like Police and Sales Engagement Principles. V1nere customer locations are covered by a mixture of both Wholesale and Co-delivery the Channel -1artner is required to take first call on a!i son✓ice requests. I. Coverage or; Lifetime Warrant,) Products When SUopwt Advantage Is L Li;haSeo 0'1 a �'I"C +l wh'Ch a;r9adV Includes a lliet r,.e bV�r'anty, i,'le terms of this service agreerne-tt supasede the warranty terms during the duration of the suppori agreement Upon ,eXa'ratlon or the supooFt agreerilent, the terms of the lifetime`r./arranty will govern. It is recommended that End Customers chcose to coder their whole network with Support Advantage for fabric allowing them seamless access tc tech support and choice of parts and onsite options. J. Dedicated Access As an antitlerient to tale Cilia Custon e-'s Crodurt p7_irchase, A,,aya will provide the Secure Access Lllik (SAL) Gateway in order to provide remote; secure access to the End Customer's systems for support, The Customer should have the Sat_Gateway installed no later than the delivery date of the Avaya- installed systr rins/devices or prior to the cernmencement of support in all other situations, so that Avaya can perform the services as describes. The I address must he provided to Avaya as soon as it is available.The Policy set by,he End Customer must allow outbound connection from the End Customer's location back to the Avaya Service Center in order for Avaya to provide remote support on a ,4x1 basis Or tliere may be deg;adatic.,i to the service and' support the End CustO^led rcCelVeS from Avaya.The Avaya support obligations under this document are contingent on the provision of remote access. If an Avaya-approved standard remote connectivity method is not approved and implemented by the End Customer, Avaya is excused from any liability and contractual performance standards when using non-standard connectivity methods. If using non-standard connectivity methods, Avaya may not he able to provide support and Avaya may charge time and material charges Avaya Proprietary—� --- -� Page 1fl of 22—- -- - Version I4(July 1,2.018) l i AVAYA 5A Gssenfial and Preferred Suc,00 SAS using Avaya's then current Per.lncident Maintenance rates to cover any additional costs to Avaya In providing supper(to the End Customer when such costs are caused by the End Customers use of non- standard connectivity methods or its failure to complete the Avaya product registration process, K. Termination of Support The End Customer may terminate Services at any time during the current term upon at least 30 Days Wn� ten notice and shall be subject to payment(i (I) Support Advantage charges up to and including the date of termination, and Ni) cancellal`.io.n fees. Ia, � � otherwise y able for CanceCniion fees shall be equal to the Support Advantage charges_hat ti;ould otherw�..., be pa f�' the affected Support Advantage coverage for the remainder of the year of the Term in effect as of the effective date of the 'termination. The parties agree that the cancellation fees are liquidated damages comprising a reasonable estimate cf Avaya's damages in the event of the Partner's early termination and are not a penalty, Unless already paid, the canceilation fees shall be immediately due and pay=ble upon cancellation. Cancaliation fees wijl be calculated as follows for a 1 year agreement; • Cancel in Year 1: Full amount of 1st year annual fees to he paid in fall! Cancellation fees 'viii be calculated as follows for a 3 year agreement: II • Cancel in Year'f: Full amount of 1st annual fees to he pald in full • Cancel in Year—': Full amount of'Is' I 2nd year annual fees to be paid in full • Cancel in Year 3: Full amount of 1st, 2nd and 3rd year annual fees to be paid in fuUi. Cancellation fees will be calcu'ated as ,oifows fora 5 year agreement: Cancei in Year is FI-,li amount Of'!s year fees to be paid Ir;fuii a Cancel in Year 2: Full amount of 1 s t and 2nd ✓ear annual Fees to be paid in 'ull Cancel in Year 3; Full amci_rnt of 1st, 2nd ar:d 3rd year annual fees to be paid in full', > Cancel iI7 Year 4: FiA amount or "I st, 2 id 3rd and 4th year annual lees to he:tall lit foil V Cancel in Year 5. Full amount of 1st, 2nd, .3rd, 4tf and 5ih year annual fees to be paid in full SUpDOri AuVaitarie Charges Mic'uCe .!TOI: t5 pavacie rDr Jpgrade Advantage for thepurpose L7i cai�lUia ing cancellation fees. AN refunds for prepayments on contracts that are Terminated other than due to Avaya's breach wil:' be � provided as a credit. Avaya vlr`lual aDpllda!on upgrades ailAio'n?Igratlons nna`y'req,-d h,ar� h are. a _es It re IeSS u`.I .'�s i:. 1.,A'..'aya monthly malntenar,ce costs could be 1ower or hardwam maintenance may not be required at a previously coverall site. In these instances termination fees wili not be applied, provided the sane or I better Avava application support coverage level is maintained and any hardware required to implement the virtualized solution is purchased through the Avaya channel (i.e,, direct or Indirect), if such hardware is available via the Avaya channel L. Extended Services Support I Periodically, Avaya or a third party manufacturer may declare"end of(ire," "end of service,""end of support," 'manufacture discontinued''or similar designation ("End of Support") for certain Supported Products, When this designation occurs, the subsequent support period is referred to as"Extended Services Support', Refer Avaya Product Lifecycle Policy for furher detaiis: bite://suppo t.avava.com/csslPB/deco tents%"100031C98 The End Customer may access Avaya's user support wehste (http:/isupGort.avaya.corn, or such successor site as designated by Avaya) for End of Support notifications, and to register an e-mail address to receive e-rnail notifications of the same,when published by Avaya. For Products subject to End of Support,Avaya,,viil continue fo provide the suppod described in this Service Description, except for the End of Support exceptions listed herein I Avaya Proprietary page 19 of 22 Jersiosr 3.14(July 1,2013) i i AY i � V 'A SA, Esseniisl and NreFerrad Support SA`� ice,^,'a', ,'1 h make cornmerdaNy w sor aAa C•P`ots to _ .He th�Ca!Te leVej Oi 5UPP7-Ft deSCrL e7 I`l i,-,jS , accurrL�t, _h 1�,e 'rcia:lCt Eng!n,eerinl, .-Luppelt 211CJ n24V maintenance updal es, Such as PmdLit,t COrrecticn Noti(:Es (PCNs), '6nI Axes"and solutions, are no longar provided. � CHrt%iln to:_tits Cr iLlllt_;I;i vaRy Issues may not be resOlvB'.7l8 Or reproducible W thnUt upgmdKg W "SAM A a rim.:, S inn C61freMI SL.pto)i! !d L t11e r,.�anufact!Irer, he CLIS`,OR!:=rS,Ji[be _ ths;c_�sk asscck tad"di aq Lpgrades -i a'!='..W Y of WPM Deake•oil some Pmcucts may deOne O':'li�ilil]e �� I lie 100cmar may bypedence delays 1 -espersE or rci)Ldr 11CeiFtais a /.L2 a wil ndeaVo( .c --serve Its spare pads invankrV to Supp01i EXtenilFCi Boons Stlppyl oustsuers. However, since replacement putts may Way,be mamsfectured, some Provl.le`, rimy bomme IllCriew qly scarf`_=;wer dine). I Ills scarcity I11 ny affect msporwe and mpalr iI;11w, fli d a0dn Prolmis wayrECj,(K2 F. ..,icrnmN v;ll RrCrC ;l.rr`fril m.J j'I_l:R Pr .:1uC`S Wt`tl:'i YMAKW proosty an 1CC w a w o 1 to S59lt 't po u r 4 i I un 9 Iyn m h a c"WoW waW r-- dsk c!Ts nQuadon LOW d pw rl on be Pm Awn I type,8M a,� rWnya`I,vi1, ende.pVni iO fligN;ghi up(-Orniflg Shortages Via 011UKdng SepAces bI1C)port Notices Q woanjeV swKes sVpote 1 m l r vary based an hr''_Il lc`. Wal7l•f/ u0 ''ar C caN A E;.emkd SxWvs )dwd on y K Nag -'lit C,U ,r'i` sq% wGasi'_j ;.,ryak Sa a- E Suqwl N'oh ag-.1 ror 4 a :t(aWd Sti p t-d i (.rractL_ '\Q cf P�Uhnns 140 FM CWMNQSIPOINj 0 m';_tp_.J C Rim 1 f �_sltt�ss Sey� its- tc_,�r-= QiJi3_C_ic Segico Reguest, f ,a We seNhe nr ri _ (rdS Lies i7 rEswre is ul. ?,s 3 Wan ar J sevele�,y dovIn lfl_ SS atwlce capaC`y, Or FesuAs in a loss of seiyce or a sUrllEW no ter of and Lners. TV Atu'ation sevemly impaC[s pmdLICilVity Or):`ates a slgnl(!Calnt fiIl2CICi2t 'impact Or�:ie8enN a Sk Or loss Of human 04. NOTE eq(uTes(;CIS:O,for to commit t0 247 dledlc'3ta('I (ESOLI'C2 Uf1tVi resl�lra`lOat`,�lDr�r<ar0'_I�Li . Sp re pus>qss l?i pact,-iEimine FlygueSt: 5"o;_ _radYly) •. r . h•rv7....,'.!On sysaw !!, C'�.ke f _ t •)en"oF nca f- i r � f r!e Ch Men w ?VOYr."3 r - I_ d � p blem si:( -I 'y� Kipach solo N y Ot On c r NA !i he we'i ona.l elf acdv re ss of the prc !:,L affects a significant ant riu--her Or n Crs anG ] creates sig"Nutnt productivity or financial impact.-f us skuation materially obshr'ums the Ann's a6liit'p to deliver gcods 0r services Also includes Luutomated product alarms svhicil meet the Severn Busirness Irnpact criteria as noted abovo WTE: requires cnstnfner to commit to a 24x7 ,esoul-CH (if so 2ntitied, 'It 7X)if CG't) Ll!ltil rr.S;;f;3t10!'/lS/Crr�airP:!il�.l. l Duslfless Inepa�Sc^.I'Vlce Rgau st: tilts.' i:'2 r'[Clew-ci J'i-Jan t0 t`lz3 system,s cps-ot% n( al(`terEn-e or j aClr'1II kkahoin: m':.dws ailieli'On needed '-_0 mC t!g atu,n, I�ld -.tl:;� or D C•i offe a tDrrf f 1 ' lil3i ='f Ct n SyS i ram e F tress 0 i NI ,-7,�- Y ,��,forman.,e, th.�e�,d-cus.oflre,s o�c;�the k�)usl_:"�� , ,Iso nc, I-�s rltroma;ed product alarms wx�ich f �� meet the Business Impact crite:-i as noted abuv--, Non Service lnIL)act Setvice_Request, A question or problem that doge not irnmF-(kataiy im;')ai:the moductor syWo and ins . mater aPy Sect sekc' to wd.cushwex li, I E1V0�rC r'Ii,prlBt`1N, nap. ?U of' ---- - -W,'Y>N W-t li." k 2018) l I I � I SA. Essential and Prefaried Su000rt SAS AVAYA relatec t0 a [)foci--w, .ne p Fob lei T'. has a -,ier8Dle wOrl',arOur:d. IrroI con sul-atio i record-9 cor;"ectlCi�� a!l" adi lnistrctr�ie ISsues. Class 1 Product Correction Notice: A major system faill_Ire clue to product ton confol,maiiee a,%uh high pmbabiiity of potential loss of systen n use or functionality and/or loss of custorner information, Class 2 Product Corrections Notice: A niodemle system failure witn moderate probability of loss of system :1Se or fUnCtio,nalify and!or Io6S Of CUSt,nler Illfor ;2tien Class 3 Product Correction Notice: H`�a'�InOr systerl"1 fai�ulr-`M,th iow prcna:!i i`y Oi,'otenil:71 llus.i of sy'si_em rise ct ii,"ICticr21ity and/or Icss cF crlsfni-nel IiliOrTDtion. Commercial Adre-ment: Means, as the context requh-es, a direct Custon;er Agreement, a Reseller Agreement, a Value Added Reseller Agreement, a Distributor Ag-eernent, a Service Provider or Systems int::grator Agreement. End custo)mer: °r.H.f15 t',e end ser,dce ;II1��.,`.I'; ',rf'• .,� 'ai:!�. f`f:c =,�;.,,J. Fc'2ir11)-E Pack., A CJuOrVi11;12G8(di.-"�, iiUJ.: dn(I t0 InSidl':, software F-I'18 (1r h-.ore?.,2.itir `3 that m9y be enab!ed In(".Iri!CiUaliy Arid of )pfjuilall;✓licensed. Vlay also contain nlainte name cx-ectiun. Fe2tuf'c P_u,ks are typically designated as a change in the digit to the right of the second decimal point(e,g., n.y,[zD, i lainteilance Per Iricidlent: Time anti material (TYA)s!lpporf available for ot:t-of-scope or Lreak-fix related acilvv nct InGiJ led ir, Nis�ecvice i;e C)riiitlor Sucp o nlay be ierncte a-l/(l!, -)nsi-e c2Sod 0!1 i it=:f- J l7 U'' Jelfl� sill 70,"eca,-Ld tf-e time of da'j �>'jai01"Reieasc:;^,.-naio,-Cha'-qe to`fie SOi_Lb'are ["1di IT1UOCillJeL_ r' ,V Optlo'lal iUreS 2,Fld ii.IllCtlun��IliV. ('v'ia]Or I R61eas:S aie IYpica!ly deoigna'ted as Cilaw-je I11 the d4 'i.t(54 to the let of the flrst declma) p01nk Minor Release:A clhatlg to the softwor,G that irltroduces a limited amount of optional features and fli' ;tiOr'2'Itr;'slid/01- 'o is %n Uf exisilil^ ir�rirl.lr@'�. Ilii�nc- Irel"a.�i?t: Sre rypicai „GSiCIi o -;rle� t i IC i ' at.._ �; .. ,i _ .��_ rl fly .iiil`is t`'; �iCili 0' _ .'�fa dGCiillal rC,l„-t, ,l f r Order Closure: ,1i1l In �I'U� 0� _ ?I'd C�CSO r'�;li'rl f�,'.?,'a D. rilg S';'s�0 U r?C.;IJ lc dU Partne a5 til0 cch:.'Xt requiie , ;-ln OP the followirg: an aut"n-i eCi Al' yL7 .eseil'Jr, ,IIiie aided reseiler, dlstiibutor, service provider or.SyStems integrator partner or! etual License: Ogle 'ime flxed Icense };/pl;caHV 1"iked ';P frGrl! 111CAVII-Ig :MPtinUed USG of''hn- software f0'' I��ng 2S trle .;Ustome. CCl�lplies 41%!t:"� :'le!IC?nse tern s n the Ct;ntf Ji la-,�q , -,- Service DeSGrlpt!ofi I.hC, -!lice D;-,3::fl so -s 8 Seiv :=P�^Q-�2i-flcllt SL:(�l)lerr,er,t se,JLB�6SC 't� ;:;i' soda` o T i L,"' State`IeM 01 i),i3O;I: I,J0V, 7r C'101��.9I C „'�C 7,11 :f'�ient. SoRware Update: Changes in the sofi.,,% c_ that typically provide rnaintenancr; ccrrectlon only. An update is typically designated as a change in the digit t-D the right of the second decil;ra!point(e.g., n.y.[z]�, repmseniing a re-release of the ccrrE(,trsC! software versl^I I, or an Issue(s)-spEclilc cor[-ctiOli Urol lded in the form GF a patC super;:a�;cn, service psc!<, bl�g fix, G Standard Business Hours: Monday ikoi_lgh Ft-'Cay 1'0r any o-i- r local period of five(5) consecu4i-;r,,-� vofking days aCCOrCiClg t0 iOCcll cU5i0111j bet4Vc.nn the �i0Ur5 Of 3:Q'� fl.rf'., and S:Q� p.111. Ill the time zon-v/IIP.r!, the Supported P�oar.,cts are located, exclud;ny Avaya observed holidays(a list is �niailab4e upon rcrlaest}. Standard Operating Environment: The covered applications, databases and operating systems that hEi ve � been tes`ed and certified lr.a Avaya_ l SCI I]SL'r,t)tiOn L 1C8i7.Sfri Q; rJic'ar?S 'he SpFtY,'8!'e, IIG2r,s_S 4`ib Ch Ere subject to£., i:'Jed-1erm Joft',fvl7re Subscript',)n and/or Pa'!-per-use SO�L)Xare SU%DSC'IptlOn at arty given tljme. Subscription License-Fixed Calamity: i=fixed Quantity of Software typically billed up front on n recurring basis and used for a specific, limited perod ;-)f time during whioi, the Liser is allowed access/right to use of the so FEware. � I I Avaya Prslprietary —-- - - -- —P`lge 21 of 22 j AMAYA S A sse&k and P iak7ed Suppod SOL SUbSGPip mi L. gise- Pav-Pe-Use: O1ian':I:`i i co't'wam i,/pOky,iKo i 4 =;rig'a or a "..CUff"Ill',j bast aili usej hr,_jSlicit;'.K polod Oi[-;.e U ig AM to unr,s cvred accessii-ight t0 �ise cf th(,, sol wa e. Sll f)Eorlp- t Prcldui:ts; the SoRwam aw hardware pi�oArk r llan UfaCtillnd byAvga and !IT'�i(i(;??� on a snNkC � UAW fCfl`I Sgla` .pfoClUC;s by third parieS prodLlCts) ,may be inciniderf c:S SqpaMd PmAvAs YAa . spa ,t.- Sawke DesatTan These pro;_ v& an Caen s O,Fd by tl-'M pals !e'•ve S `sr,"'��- ;i.:c r_I r3spa K , S pre, ,�S�,• ..��i by �;�ir:� Od'iy;)., iOrC7` ., 39Nli:_. De son ke OvreN _nd nsoqse ymes S:fll_ l -i in T n0`PPPj',/ GI-" has, Third Par±y Pyoducts: mews any nror{acts manufactureWr develop,,-d fjy� paRv other than Maya, and may AMR MOO WK0i1, protRals WPM by WHY Ur 191ri Jserfi= OW pates pU stint A t vayls 'e'Junume claWns .lyhever "H"xxiv is ,,`/�,v ya i vk9,d Pmti'.RN am of FAA Pun Pod i S I-Tey wE 0a 0: e('r.,YAW it Duy,__. e M mcognmak , 4 d a we hi 1d 'a an .'l=(_' OW ec as n c nvWk,. �_%ivy iTIi110r SOi1i'WO `II'rl"Ware '.Tdlt to S20IC<e cad , L'rlat�tholized ,Avava Produci kle a Iz� Fi .Avay i pfcd1 t o c nr 1` n Ilt MA (A q a ju d Resehr or Nny predecessm V title Orr' a younD o er `' II Avla cJ'a MOW 11 x 0) A W by WAS C unalUked V Vd pates who am r t _Y I.9 f" ). a _l'l V a to imp al " i H y r }i i UUCy 1CiBiA i i 1 i r r' i a i x 1 map t'roghwry i o q e 22 of:'7 ',/no n 3 { uly { Z.n I8) EXHIBIT C LINKS TO GSA AGREEMENT: GS-35F-0156V USED BY AGILITY COMMUNICATIONS GROUP Avaya, Inc. GSA Page https:Hnews.avaya.com/gov-gsa-schedule GSA Schedule Terms & Conditions https://www.avaya.com/en/documents/gs-35f-0156v-pricelist- terms.pdrelgTrackld=3575ed7611554302adfOcb9b2170fld2&elqaid=9419&elgat=2 GSA Price List https://www.avaya.com/en/documents/avaya-gs-35f-0156v-printed- pricelist.pdreIgTrackld=52a82cf82a604503820c5f07e5b 136b2&elqaid=9419&elgat=2 GSA Authorized Federal Business Partners https://www.avaya.com/en/documents/avaya-authorized-gsa-business- parters.pdreIgTrackld=58715el d581e4ef2b988f516d421160d&elqaid=9419&elqat=2