HomeMy WebLinkAboutPR 23208: TELEPHONE SYSTEM EXCLUDING PD INTEROFFICE MEMORANDUM
Date: June 9, 2023
To: The Honorable Mayor and City Council
Through: Ron Burton, City Manager
From: Fay Young, Information Technology Director 3
RE: Proposed Resolution No. 23208—Telephone System (Excluding PD)
Introduction:
This Agenda Item seeks the City Council's authorization for the City Manager to approve the
three-year agreement with RingCentral to provide telephone services through The Interlocal
Purchasing Systems (TIPS) contract#210303.
The system will replace the current telephone system (excluding Police)that has reached the
end of life and the end of support. RingCentral will migrate the current on-premise services to
their cloud services.
The Information Technology Department evaluated three solutions to determine the system
that will best fit the needs of the City. The evaluation process determined that RingCentral
provided the best value and had the lowest cost for services. The chart below shows the 36-
month price for each of the systems.
Vendor 36-Month Payments Additonal Information
RingCentral $182,110.30 One-time Includes telephones
implementation cost, and eFax services
then monthly payments
with a one-time credit of
$13,326.30
Cisco $195,378.29 One-time Does not include
implementation cost phones
and prepaid 36-months
service
Zoom $219,296.65 One-Time
Implementation cost,
then annual payments
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Background:
The current telephone system has reached the end of life and support. Therefore, in the event
of a failure, the system will not be able to be repaired, and the vendor will not provide support.
Budget Impact:
Implementation and year-one funds are budgeted in the Information Technology Communications
account 001-09-023-5482-00-10-000-
Recommendation:
The recommendation is that City Council authorizes the City Manager to execute a three-year
agreement with RingCentral in an amount not to exceed $182,110.30 through The Interlocal
Purchasing Systems (TIPS) contract#210303.
"Remember,we are here to serve the Citizens of Port Arthur"
P.O.Box 1089 X Port Arthur,Texas 77641-1089 X 409.983.8101 X FAX 409.982.6743
P.R. NO.23208
6/9/2023
RESOLUTION NO.
A RESOLUTION AUTHORIZING THE CITY MANAGER TO EXECUTE A THREE-
YEAR CONTRACT BETWEEN THE CITY OF PORT ARTHUR AND RINGCENTRAL
FOR THE PROVISION OF HOSTED CLOUD TELEPHONE SERVICES THROUGH
THE INTERLOCAL PURCHASING SYSTEMS (TIPS) CONTRACT NO. 210303 IN AN
AMOUNT NOT TO EXCEED $182,110.30; FUNDING BUDGETED IN INFORMATION
TECHNOLOGY COMMUNICATION ACCOUNT 001-09-023-5482-00-10-000-.
WHEREAS, telephone services are essential to the daily operations of the City; and
WHEREAS, the current system has reached end of life and end of support; and
WHEREAS, pursuant to Chapter 271, Subchapter D, of the Local Government Code, a
city may participate in cooperative purchasing programs established by the State Facilities
Commission for the purchase of goods at prices established through purchase contract of the
Commission for the purpose of the Commission; and
WHEREAS, per Resolution No. 12-008,the City entered into an Interlocal agreement for
the cooperative purchasing with Region VIII Education Service Center for participation in the
Interlocal Purchasing System (TIPS); and
WHEREAS, RingCentral can provide a cloud service solution through The Interlocal
Purchasing Systems (TIPS) Contract No. 210303; and
WHEREAS,the initial order form and statement of work are attached as "Exhibit A".
NOW THEREFORE,BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY
OF PORT ARTHUR:
Section 1. That the facts and opinions in the preamble are true and correct.
Section 2. That,the City Council hereby authorizes the City Manager to execute a
three-year agreement with RingCentral to provide telephone services through The Interlocal
Purchasing Systems (TIPS) Contract No. 210303 in an amount not to exceed $182,110.30.
Section 3. That a copy of the caption of this Resolution be spread upon the Minutes of
the City Council.
READ,ADOPTED AND APPROVED this the day of June, A.D. 2023 at a regular
meeting of the City of Port Arthur, Texas by the following vote:
Ayes:
Mayor:
Councilmembers:
F
P.R. NO.23208
6/9/2023
Noes:
Mayor
ATTEST:
Sherri Bellard, City Secretary
APPROVED AS TO FORM:
Utai Se74— ki2.44
1 Ti 1
% Va zen , City Attorney
APPROVED FOR ADMINISTRATION:
P L1L L)JL
Ronald Burton, City Manager Clifton Williams, Purchasing Manager
CAgny4521.47
Fay Y
Information Technology Director
APPROVED AS TO AVAIL LITY OF FUNDS:
Kandy DLniel, Director of Finance
P.R. NO.23208
6/6/2023
Exhibit A
RlngCentral
INITIAL ORDER FORM
This Initial Order Form is a binding agreement between RingCentral, Inc. ("RingCentral") and City of Port Arthur, TX
("Customer" or "You") (together the "Parties"), for the purchase of the Services, licenses, and products listed herein.
This Initial Order Form is subject to and incorporates the terms and conditions of: (i) the separate written agreement,
executed by the Parties governing the purchase of the Services described in this Order Form, or(ii)the RingCentral Online
Terms of Service available at https://www.ringcentral.com/legal/eulatos.html, if there is no written agreement in place
(hereinafter (i) and (ii) referred to as the "Agreement"). Capitalized terms not defined herein shall have the same
meanings as set forth in the applicable Agreement between the Parties. Unless agreed by both Parties in writing, any
terms or conditions set forth in a Customer-issued purchase order or ordering document shall not apply.
Please note that RingCentral Office is now RingCentral MVP. All references to "RingCentral Office", whether in terms of
service, advertising or product descriptions, mean "RingCentral MVP".
Customer Service Provider
City of Port Arthur, TX RingCentral, Inc.
444 4th Street 20 Davis Drive
Port Arthur, TX 77640 Belmont, CA 94002
United States United States
FAY YOUNG
fay.young@portarthurtx.gov
Service Commitment Period
Start Date: June 9, 2023
Initial Term: 36 Months
Renewal Term: 12 Months
Payment Schedule: Monthly
Initital Order Form Page 1 of 4
RingCentral MVP Services
Recurring s
Summary of Service Qty Rate Subtotal
DigitalLine Unlimited Advanced 323 $11.49 $3,711.27
DigitalLine Unlimited Advanced $6.99
Compliance and Administrative Cost Recovery $3.50
Fee
e911 Service Fee $1.00
Common Phone Advanced 0 $4.50 $0.00
Common Phone Advanced $0.00
Compliance and Administrative Cost Recovery $3.50
Fee
e911 Service Fee $1.00
DigitalLine Basic 0 $19.50 $0.00
DigitalLine Basic $15.00
Compliance and Administrative Cost Recovery $3.50
Fee
e911 Service Fee $1.00
Polycom VVX 350 Business IP Phone - Rental 284 $1.75 $497.00
Polycom WX 250 Business IP Phone - Rental 34 $1.50 $51.00
Polycom Trio 8800 Conference Phone- Rental 5 $10.95 $54.75
Additional Local Number 5 $0.99 $4.95
Monthly Recurring Services* $4,318.97
One-Time Items
Summary of Item(s) Qty Rate Subtotal
Shipping & Handling Fees: US -2 Day 323 $3.45 $1,114.35
One-Time Total $1,114.35
Total Initial Amount $5,433.32
*Amounts are exclusive of applicable Taxes, Fees, and Shipping Charges.
Cost Center Billing
For customers with cost center billing, it is the customer's responsibility to provide cost center allocation information to
RingCentral at least 10 days prior to the issuance of the invoice. After the information is received, itwill be reflected on
future invoices, but will not be adjusted retroactively on past invoices. If purchasing additional services through the
administrative portal, it is the customer's responsibility to assign cost centers at the time of purchase; otherwise, those
services will not be allocated by cost center on the next invoice. Please note that cost center allocation is not available for
certain items, such as minute bundles and credit memos. For additional questions, please contact the RingCentral invoice
billing team at billingsupport cC�_ringcentral.com.
Free Services Credit
Customer will be entitled to receive a one-time credit in the amount of 13,326.30 US Dollars. This credit will be applied
Initital Order Form Page 2 of 4
against charges for recurring Services set forth in this Order Form, (and any taxes and fees associated with those
Services), included in future invoices issued by RingCentral to Customer for the recurring Services included in this Order
Form until the total amount of the credit is used. The Customer will be responsibleto pay for any additional services and
products, including without limitation, additional lines and extensions, seats,licenses, one-time services, usage base fees
and bundles, IP devices, and their associated taxes and fees. This credit is non-transferable and non-refundable, and any
unused amount will expire immediately upon termination of your Order Form.
Special Terms & Notes
Non-Standard Terms
1) Applicable Agreement. This Order Form is subject to the terms and conditions specified in the RingCentral Master
Services Agreement (MSA) incorporated into the contract resulting from TIPS RFP 210303 Telephone and
Communications Data Systems and Solutions with RingCentral Inc. awarded on May 19, 2021 as set out at:
https://www.tips-
usa.com/assetsNendorspdf/UPDATED_210303_CONTRACT_Telephone_Communications_RingCentral_Inc%201.pdf
and administered by THE INTERLOCAL PURCHASING SYSTEM (TIPS), a Department of Texas Education Service
Center Region 8.
2) A separately executed MSA is NOT required between the TIPS Member and RingCentral. The following
Attachments to the MSA are incorporated into and form a part of the MSA applicable to this Order Form:
Exhibit A— Definitions
Attachment A— RingCentral MVP (fka Office) Services
Attachment C— Professional Services Agreement
Attachment F- Service Level Agreement for MVP (fka Office) Services
Attachment L—Security Addendum
3) TIPS Contract Number 210303 must appear on:
a. RingCentral quotations to the TIPS Member;
b. The TIPS Member's Purchase Order; and
c. The RingCentral invoice to the TIPS Member.
4)Venue and Choice of Law is Texas.
5) Renewal: Contract 210303 expires on 05-31-2024. Subscription renewal(s) must occur ON OR BEFORE 05-31-
2024 otherwise the renewal will not be valid. TIPS Member acknowledges and agrees that RingCentral shall be held
immune from any and all liability that may arise as a result of the TIPS Member's loss of RingCentral furnished
Services resulting from a disruption of Service because of a non-renewal of the Subscription, including but not limited
to losing assigned phone numbers, inability to make or receive calls or facsimiles, and lack of access to emergency
calling services.
Initital Order Form Page 3 of 4
IN WITNESS WHEREOF,the Parties have executed this Initial Order Form above through their duly authorized representatives.
Customer RingCentral
City of Port Arthur,TX RingCentral, Inc.
By: By:
Name: Name: Joe Jacob
Title: Title: SVP, Field Sales
Date: Date:
Initital Order Form Page 4 of 4
RingCentral
RingCentral Professional Services
Statement of Work
This RingCentral Professional Services Statement of Work is executed by RingCentral,Inc.("RingCentral"),
and City of Port Arthur,TX (the "Customer") on this _(the "SOW"). This SOW is incorporated
into the Master Services Agreement dated ,between the parties (the"MSA"). In the event of a
conflict between this SOW and the MSA,this SOW shall control.
Customer: City of Port Arthur,TX
Quote/SOW Number: U2023-02936460
Labor Cost: $16,414.50 USD
SOW Expiration: This SOW,and all applicable pricing related to it,shall expire if the SOW is not fully
executed by both Parties by 07/31/23. Stated rates are only applicable for this offer and subject to
change upon expiration.
Multiphase Project-Per Milestone
Milestones will be jointly agreed during the project plan creation.
Phase Name SOW Detail Phase Total(USD)
Excluding taxes&fees
Core Migration 323 Users @$31.50 per user $10,174.50
Remote
1 NRA Users that deploy in a given
month will be invoiced on a
monthly basis.
Any users listed in this SOW that
are not deployed will be invoiced
at the stated implementation
rate upon Project Completion.
Core MVP Build- Per 1 Unique Sites/User Group @$800.00 $4,640.00
Site/User Group per site/group
Sites/User Groups that deploy in
12 Replicated Site/User Group @ a given month will be invoiced
$320.00 per site/group on a monthly basis.
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Any sites/user groups listed in
this SOW that are not deployed
will be invoiced at the stated
implementation rate upon
Project Completion.
Training (1)Admin $1,600.00
(1) Trouble shoot basics
(1) End-user
If applicable,the following activities shall be performed at the location(s) and for the number of Users and
Sites indicated in the attached Appendices:
1. General
1.1. Assignment of a designated Project Manager ("PM") - For a period of up to 6 months, the
RingCentral PM will act as Single Point of Contact for delivery services, following the Project
Management Institute (PMI) standard methodology. The RingCentral Project Manager will be
responsible for the following activities in connection with this Statement of Work(SOW):
i. Internal and external kickoff session hosted by RingCentral
ii. Creation and management of project governance,to include
a. Project plan and Schedule
b. Communication plan,resource plan, escalation plan,change plan,test plan
c. Action and risk register
iii. Completing resource assignment and scheduling in alignment with project schedule
iv. Set up of project documentation and timelines in collaboration with designated Customer
Single Point of Contact
v. Identifying, communicating,and mitigating project risks and issues
vi. Alignment of scope of services with customer expectations during kickoff
vii. Developing, reviewing, authorizing, implementing, and managing change requests and
interventions (Perform Change Management)to achieve project outputs
viii. Facilitating and leading regular status update meetings, organize planning sessions and
Customer steering committees,as applicable
ix. Completing scoped migration and go live support;and
x. Performing closure procedures at the conclusion of project activities
2. RingCentral Office Planning and Design
2.1. RingCentral Planning and Design ("P&D") and Business Requirements Document("BRD")
RingCentral will initiate the Planning and Design process and introduce the Business Requirements
Document to the Customer at the beginning of the project and will consist of structured planning
activities to support locations and users identified in the table below:
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Scope Counts
Remote Project Duration in Months Up to 6
Network Assessments Up to 1
Users Up to 323
Sites/User Groups with Duplicated Call flows (*) Up to 12
Sites/User Groups with Unique Call flows (**) Up to 1
i. RingCentral has included up to six(6) Planning and Design session(s)with this project delivery.
The Customer will provide required data over the period defined in Section 1,commencing with
a single data collection session,and contribute to the universal design documentation across all
lines of business /business units.Additional data collections are available to the customer for
further breakout via change request at an additional expense if data collection needs to take
place for additional locations.
ii. Additional data collections are available to the customer for further breakout via change
request at an additional expense if data collection needs to take place by country or user group
iii. Details within the data collection include:
a. Customer Site Information
b. User Upload
c. Data collection for End-User and Administrator Training
d. Porting data
e. Unique call flow(s)
a. Configuration of one (1)main number
b. Up to 10 custom rules per main number
c. Up to 6 menus (IVR) per main number
d. A combination of up to ten (10) call queues&ring groups per main number
f. Duplicate Call flow(s)
a. Consists of a replica of a unique call flow with the exception of phone numbers,
extensions,and users within call queues&ring groups
g. Roles and Permissions
h. Delivery Overview
i. BRD completion
iv. The fully reviewed BRD is signed off by Customer's Project Manager and RingCentral's Project
Manager prior to moving to deployment.
a. Material changes to the BRD made after mutual execution are available to the customer
via change request
v. Delay in completing and returning Customer documentation may result in an adjustment of
project timeline and additional fees.
2.2. Network Readiness Assessment
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i. RingCentral will provide the Customer with one (1) assessment of the Customer's primary
Internet Service Provider(ISP) connection to and from RingCentral.This connection will be at
the Customer's firewall (edge).
ii. RingCentral's Network Engineer will provide the following:
a. RingCentral Network Requirements Documentation
b. Satellite installation guide
c. Assistance with satellite installation
d. Document and share results of network assessment for Customer reference
iii. Site assessments not completed prior to Go-Live will result in the forfeiture of the assessment
for this project.
iv. Additional network assessments or consultations are available to the Customer via an executed
Change Order and will result in additional fees
a. This may include additional ISP links or sites.
3. RingCentral Office Build
3.1. RingCentral User Interface ("UI") Single Phased Build Out
i. RingCentral will remotely configure the following parameters in the system ("UI Build Out")
based on the specifications agreed to between the parties in the BRD.
a. Up to 323 users
b. Up to 13 locations
c. Setup to support required Call Flows by site or user groups
d. Setup a maximum of ten (10) Call Queue or Ring Groups
[Including up to ten (10) users for standard Report access,if applicable]
ii. Customization is available to the customer at an additional cost via executed Change Order
iii. Substitute Caller ID (Spoofing)configuration is not included.It is available at an additional cost
via executed Change Order.
4. RingCentral Delivery Services
4.1. Remote Delivery and Go Live Services
i. RingCentral will provide remote go live services to complete the following:
a. Delivery resource during remote Go Live as defined in Appendix B
b. Document open issues in action log
c. Transition into support services
d. Perform closure procedures at the conclusion of project activities
ii. Customer responsibilities:
a. Customer is responsible for handset placement at locations listed in Appendix B
• RingCentral to provide instructions and best practices for handset placement,
test,and endpoint registration
b. Customer is responsible for decommission and disposal of any legacy equipment
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5. RingCentral Training Services
5.1. RingCentral Online Product Training
i. The following training resources are available to the customer for learning the RingCentral
MVP product
ii. Standard RingCentral product training includes:
a. Get Started videos and quick guides,available at https://support.ringcentral.com/get-
started.html.
b. Online training for users and administrators, available at RingCentral University -
university.ringcentral.com.
c. Free Webinars, live and on-demand, available at go.ringcentral.com/ringcentral-
university-webinars.html.
iii. For a list of paid instructor-led training courses offered, and detailed course descriptions,
review the Live Training Catalog at university.ringcentral.com
iv. For information on how to purchase additional training (Remote and On-site Instructor-led
Courses),please contact your account representative or your client partner
5.2. Admin Training - RingCentral Professional Services will provide resources to complete the
following:
i. Up to two (2) hours of remote admin training to be provided by a RingCentral University
Training Specialist
ii. Sessions cover the following:
a. Building,activating, disabling,and deleting users
b. Managing user settings with role,templates,and User groups (if applicable)
c. Managing system setup and maintenance via the Admin Portal including phone
company info, caller ID,and directory assistance
d. Managing phones and numbers including assisted provisioning
e. Call flow management
f. Reports and call logs; and
g. Familiarization with Support/Training/Help resources
iii. Session recordings included at no additional cost
iv. Online,self-service end user training at RingCentral University included at no additional cost
a. Webinars &Videos,Getting Started Tutorials,and User Guides
v. Custom end user training,documentation,and videos available at an additional cost via change
request
vi. Additional end user sessions are available to the customer via Change Request at an additional
charge
vii. Customer agrees that cancellation of confirmed training, in writing, within 24 hours of the
training date/time will release RingCentral's obligation to deliver the training
a. Rescheduling of the cancelled training will be at RingCentral's discretion and shall not
delay execution of the Professional Services Project Completion Form
viii. Customer will have up to 90 days from time of SOW completion to complete training
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5.3. End User Training - RingCentral Professional Services will provide resources to complete the
following:
i. Any combination of the following one (1) hour remote end user training sessions for a total of
up to one (1) session to be provided by RingCentral University Training Specialist:
a. Standard End User
b. Train the Trainer (Standard End User)
c. Exec Assistant/Front Desk
ii. Session recordings included at no additional cost
iii. Online,self-service end user training at RingCentral University included at no additional cost
a. Webinars&Videos,Getting Started Tutorials,and User Guides
iv. Custom end user training,documentation,and videos available at an additional cost via change
request
v. Additional end user sessions are available to the customer via Change Request at an additional
charge
vi. Customer agrees that cancellation of confirmed training, in writing, within 24 hours of the
training date/time will release RingCentral's obligation to deliver the training
a. Rescheduling of the cancelled training will be at RingCentral's discretion and shall not
delay execution of the Professional Services Project Completion Form
vii. Customer will have up to 90 days from time of SOW completion to complete training
5.4. RingCentral Office: Troubleshooting for Helpdesk Agents
i. Introduction
a. Diagnosing and preventing common issues
ii. Diagnosing common call routing issues
a. "Cannot Connect Your Call" message
b. User is receiving company faxes
c. "Number not Reachable from your Area"message
d. Number routed incorrectly due to advanced handling rule
iii. Diagnosing and preventing routing issues by understanding RingGroups and Call Queues
a. My mobile app is not ringing
b. Calls are only going to my physical phone
iv. Diagnosing a preventing common user deboarding(MACD) issues
a. Correctly deboarding a user before reusing an extension
1. Voicemail/User greeting mismatch
2. Did not receive activation email
3. Calls not ringing to the correct device
v. Diagnosing common issues related to end user settings
b. Not receiving Call Queue calls
c. Configuring Presence
1. Allow coworker to see/answer your incoming calls
2. Seeing coworker's incoming call,but cannot answer
3. Incorrectly seeing coworker's incoming call
d. My softphone calls my desk phone before an outbound call
1. Direct dial vs. RingOut
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2. Set up Personal Caller ID
3. Mailbox full message
e. Desk phone troubleshooting
1. Display out
2. "URL Call Disabled"message
3. Date/Time incorrect
4. Audio issues
v. Support&Training
1. RingCentral Support
2. RingCentral University
6. Testing
6.1. Quality Assurance Testing
i. RingCentral will perform quality assurance following final configuration prior to turning over
the solution to the Customer to start User Acceptance Testing(UAT)
6.2. UAT Assumptions
i. During UAT, the Customer will designate users to complete application testing in mock real-
world scenarios to validate the RingCentral build matches the agreed design documentation
ii. Customer will define the UAT scenarios or stories by phase and the mutually agreed criteria is
recorded as an Appendix in the design documentation prior to mutual execution as the
document of record
a. If UAT scenarios are not specified by the Customer,then work is deemed accepted and
ready for go live upon notice from RingCentral that the work is complete and ready for
testing
iii. Customer resources participating in UAT must complete all pre-recorded online training
sessions for agent,supervisor,and/or admin related to their job role prior to starting UAT
a. RingCentral Implementation Engineer may provide up to one (1) hour of additional
guided training to UAT participants, as requested by the Customer, specific to the test
criteria
iv. The outcome of all UAT scenarios are documented by the Customer in a written format and
provided to RingCentral at completion of testing
a. Any variation in expected results (errors, flaws,failures,adjustments) are provided in
writing to the RingCentral Project Manager for review and resolution
b. RingCentral will provide an expected variation resolution date and submit back to the
Customer for additional testing
v. Upon completion of all UAT scenarios, the Customer will submit final written completion of
testing to RingCentral prior to scheduling go live
a. RingCentral will append the design document output to include completed UAT criteria
in the final published output document
6.3. UAT Requirements
i. Customer and RingCentral will enact a mutual software /code freeze prior to start of QA and
UAT
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ii. Customer shall perform UAT within seven (7) calendar days of application handoff from
RingCentral for any Deliverables,unless otherwise mutually agreed by the parties considering
the nature or scope of the Deliverable in writing prior to start of testing
iii. Any Customer changes in software or code following written UAT completion resulting in new
application behaviors may result in additional charges to the Customer via Change Request for
troubleshooting and issue resolution
iv. Additional days of UAT support are available to the Customer via Change Request at an
additional charge
7. Optional Services-During the course of the project,additional services may be ordered by Customer
via the Change Order process as described in Section 14,as per the rates outlines in Appendix E.
8. Customer Responsibilities-The Customer is responsible for aspects not specifically included in this
Statement of Work. Out of scope items include:
i. The customers LAN/WAN infrastructure
ii. Network minimum requirements for RingCentral as a Service model
a. Quality of Service (QoS) configuration
b. Firewall or Access Control List(ACL) configuration
c. Power over Ethernet(POE) port activation/configuration
iii. SMS Campaign Registration (TCR) https://www.ringcentral.com/tcr
iv. Configuration and software installation on customer PCs
v. Decommission and disposal of any legacy equipment
vi. Customizations on individual User endpoints,or phone settings (as defined in section 3.1.v)
vii. Provide work space for RingCentral on-site personnel (as scoped)
viii. Overhead paging
ix. Postage Machines
x. Credit Card or Point of Sale (POS) Machines
xi. Door buzzer or Automatic Door Controller
xii. Third party SIP phones
xiii. Headsets
xiv. Analog Devices such as fax machines
xv. Third party Applications
xvi. Input Registered E911/Emergency Services Address and location information to Service Web
a. This is critical information which is used by first responders in case of an emergency
hence customer must ensure that the information they are adding to the Service Web
is accurate
b. For more information,please refer to Appendix D
9. Hours of Operation-Standard Service Hours
i. Unless otherwise specified,pricing assumes that Services will be performed between 8:00 AM
to 5:00 PM/9:00 AM to 6:00 PM local time, Monday-Friday, excluding holidays ("Standard
Service Hours")
ii. Work requested and performed outside Standard Services Hours will be subject to overtime
charges via executed Change Order
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10.Customer's Telephone Number Porting
i. The Customer is responsible for authorizing the telephone number porting by RingCentral
ii. RingCentral shall provide guidance on porting data collection and shall assist with submission
of porting request(s)
iii. Customer and RingCentral agree that RingCentral is not responsible for the portability of any
individual number or group of numbers and the sign-off the Professional Services Project
Completion Signoff Document shall not be withheld by Customer for delays in the porting of
the numbers
iv. Notwithstanding the above, the RingCentral Project Manager, upon Customer request, shall
assist the Customer with this responsibility by performing the following tasks for each site or
migration/go live event:
a. The RingCentral Project Manager shall assist the Customer with the initial submission
of port requests and shall assist in up to three(3) rejections/resubmission per location
or ninety(90) days from submission,whichever occurs first
•Any additional port rejections will be the responsibility of the Customer
• Customer shall provide RingCentral all appropriate Letters of Authorization
("LOA"'s),billing information,and authorized signer for each location
• Porting submissions will include numbers mapped to correct route as
"company"numbers or Direct Dial phone numbers
b. The RingCentral Project Manager shall assist the Customer with submitting porting
requests up to ten (10) business days following the final migration / go live event,
unless otherwise mutually agreed between the parties
• The RingCentral Project Manager will remain engaged in support of these
porting requests for 30 days or three rejections,whichever comes first
• RingCentral will provide the Customer with an overview of the RingCentral
portal for porting tasks
• Following the ten (10) day post go-live period, Customer is responsible for
submitting all new requests within the RingCentral portal
•Any additional support required after the ten (10) day period can be obtained
via a change order
c. Porting outside of project follows RingCentral Numbering Policy
• https://www.ringcentral.com/legal/policies/numbering-policy.html
11.Professional Services Completion - This SOW identifies the specific criteria required for the
completion of each Project Phase ("Completion Criteria"). Upon RingCentral's completion of the
Professional Services for each Project Phase, RingCentral will review the Completion Criteria with
Customer and will notify the Customer of the completion of each individual Professional Services
Project Phase. Upon receipt of such notification,Professional Services under such Project Phase will be
considered completed in full and billable, in accordance with the terms of this SOW and the Master
Services Agreement.
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However, Customer may, within three (3) days of receipt, provide a rejection to the aforementioned
completion notice from RingCentral, including a detailed description of the items that are outstanding
or that are materially non-conforming with the Completion Criteria applicable to the specific Project
Phase. If RingCentral timely receives a rejection notice, then RingCentral will complete or re-perform
any portion of the non-conforming Professional Services and then re-submit the notice of completion
to the Customer. If RingCentral timely receives from the Customer a second rejection notice, Parties
will refer to the dispute resolution mechanisms contained in the MSA to, in good faith, come to a
solution to the outstanding issue.
12.Payment
i. Invoicing and Payment of Professional Services fees. All amounts due under this SOW for
Professional Services other than T&M Services, will be invoiced upon completion of the work
or each Project Phase identified in the Project Phasing Table. Payment shall be due in
accordance with the applicable payment terms of the Master Services Agreement.T&M Services
will be invoiced monthly in arrears.
ii. Service Expenses. Customer agrees to reimburse RingCentral for its reasonable fixed travel,
meal, and lodging expenses incurred in connection with any Site Visit ("Service Expenses").
Travel, meal, and lodging expenses will be invoiced upon completion of each Project Phase.
Upon written request, RingCentral will provide sufficient supporting information for any
Service Expenses invoiced.
13.Termination
i. Termination. Either Party may terminate this SOW, in whole or in part,with thirty (30) days'
advance written notice to the other Party.Unless otherwise specified in the termination notice,
the termination of one Project Phase will not result in the termination of, or otherwise affect,
the rest of the SOW or any other Project Phase. No termination of any SOW, in whole or part,
will result in the termination of any Services being provided under the MSA.
ii. Effect of Termination. If this SOW, or a Project Phase. is terminated,in whole or in part,for any
reason other than for RingCentral's material breach of this SOW, Customer will be obligated to
pay RingCentral for:
a. any Professional Services and T&M Services that have been rendered up until the effective
date of the termination
b. all applicable Service Expenses incurred; and
c. (50%) of the fees for any other Professional Services not yet performed, due under the
Project Phase(s) being canceled, if termination of the SOW or a Project Phase occurs within
one hundred and eighty(180) days of execution of the SOW. If termination occurs after one
hundred and eighty (180) days of execution of the SOW, Customer will owe all outstanding
fees for any Professional Services not yet performed pursuant to the SOW, due under the
Project Phase being canceled.
14.Delays and Changes
i. Changes to this SOW shall be made only in a mutually executed written change order between
RingCentral and Customer (a "Change Order,") per the sample attached in Appendix C,
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outlining the requested change and the effect of such change on the Services,including without
limitation the fees and the timeline as determined by mutual agreement of both parties
ii. Any delays in the performance of consulting services or delivery of deliverables caused by
Customer, including without limitation delays in completing and returning Customer
documentation required during the P&D or completing the BRD, may result in an adjustment
of project timeline and additional fees
iii. Any changes or additions to the services described in this SOW shall be requested by a Change
Order and may result in additional fees
15.Project Phasing
i. The Professional Services may be delivered in one or more phases as set forth in this SOW
ii. This SOW describes the milestones, objectives, Deliverables,Sites, fees and other components
that are included in the scope of each phase ("Project Phases")
iii. Customer agrees that the delivery, installation, testing, acceptance and payment for the
Professional Services rendered under any one Project Phase is not dependent on the delivery,
installation, testing, acceptance and payment for the Professional Services under any other
Project Phase
iv. Each Project Phase will be billed upon notification of phase completion,and Payment for each
Project Phase is due in full within the applicable payment period agreed between the parties
and is non-refundable
IN WITNESS WHEREOF,the Parties have executed this Statement of Work below through their duly
authorized representatives.
Customer RingCentral
City of Port Arthur,TX RingCentral,Inc.
By: By:
Name: Name:
Title: Title:
Date: Date:
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Appendix A
Planning and Design Location
Planning and Design Location Address(s): Up to#of Users
Remote 323
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Appendix B
Site Address Number Deployment Number Technician Rate per
of Users Type of Site Days On- Site
Visits Site
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Appendix C
Change Order Form for Implementation Services
This Change Order is subject to the SOW by and between Customer and RingCentral with the Effective
Date listed below,establishes a change to the project scope or budget.
Effective Date of SOW:
Project Name: Request PO Number: Quote Number:
Date:
Customer Name: Requested Requestor Requestor email:
By: Phone:
Customer Address:
Specific Details Explaining the Change:
Change 1
Quantity: Description: Professional Services Cost:
Change Order Total:
Impact on Project Timeline and Scheduled Delivery Date:
Impact on SOW Pricing:
BY SIGNING BELOW,the Parties have each caused this Change Order to be signed and delivered by its duly
authorized representative as of the date Customer signs below(the"Effective Date").
Customer RingCentral
By: By:
Signed:_SAMPLE ONLY Signed: SAMPLE ONLY
Title: Title:
Date: Date:
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Appendix D
Registration of Address and Notification Information-Emergency Dialing.
Bulk uploading of user data,building extensions,etc.may require input of registered addresses and
emergency notification information. By engaging RingCentral for implementation of the Services,
Customer agrees to the following:
I. Registered Address.It is Customer's obligation to maintain accurate emergency location
information for each Digital Line on its Account. RingCentral will,on Customer's behalf,upload
Customer's Users'registered addresses using a list of addresses provided by Customer.
II. Emergency Notifications. For Digital Lines located in the United States, Customer must input
and maintain in Service Web a central location for the receipt of emergency notifications
generated by its Users placing emergency calls (for further information about this obligation, click
here). RingCentral will,as a part of the upload described in (A) above,also input Customer's
emergency notification location,as directed by Customer.
III. Customer's Representation and Warranty.Customer represents and warrants that the
registered addresses and emergency notification location are accurate and acknowledges that any
subsequent change to the registered addresses must be carried out by Customer.Customer
acknowledges that it may have its own independent legal obligation to ensure the accuracy of the
above information and that RingCentral takes no responsibility for the accuracy of the information
provided by Customer.
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RingCentral Professional Services
Statement of Work for Professional Services
Appendix E
Optional Services
Additional Additiona Go Live Training
Admin User
Network 1 P&D Support Support
Training Training
Assessments Sessions (Onsite) (Onsite)
$1,800 per $800 per $400 per $1,800 per
$1,000 day/per Two-Hour One-Hour day/ $1,800 per day/
resource session session resource
resource
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