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Home My WebLink AboutDocumentation_Regular_Tab 15_11/10/2022Agenda Item #15. Regular Council STAFF MEMO -D Meeting: Regular Council -Nov 10 2022 Staff Contact: Brad Gomberg, Director of IT Department: IT Approve Purchase of a New Phone System Mitel VOIP virtual PBX The item before you for consideration is for the complete replacement of our existing Phone System (PBX) and Desk Phones. Our existing Toshiba phone system is approximately 14 years and in need of replacement. Toshiba's business phone division was dissolved as part of a corporate restructuring in 2017 and as such, support and replacement parts are very difficult or impossible to obtain. A core component of our existing PBX failed in 2020 and we have been operating with a scaled down replacement since that time, causing significant degradation in service for most employees. The proposed system is a Mitel VOIP virtual PBX that will run on our existing virtualized infrastructure. Mitel has been a leader in business voice communications for over 50 years and the new system includes a number of features that will improve the efficiency and continuity of Village operations. The new PBX will utilize our existing voice services provider and there will be no changes to any phone numbers or extensions. The proposed phone system is quoted off the Mitel Sourcewell (formerly NJPA) government contract #022719-MBS. The total year 1 cost of the combined item is $120,000 which is on budget and is broken down for clarity in the table below. The year 2-5 annual reoccurring costs will come in at $6,283.20 which covers failover and maintenance services. This document and any attachments may be reproduced upon request in an alternative format by completing our Accessibility Feedback Form, sending an e-mail to the Village Clerk or calling 561-768- 0443. PROJECT NAME: Phone system replacement Proposed: $120,000 PROJECTED TOTAL: $120,000 BUDGET: $120,000 Approve the purchase of a new phone system ENCUMBERED: $120,000 Projected Remaining: $0 Page 354 of 475 Agenda Item #15. Phone System Replacement -Memo ADA Mitel Virtual App Solution (VOT) MORSECOM Village of Tequesta PCM 20221006 - 10 31 20221 Page 355 of 475 '66 0� rFOG rr s Gr ;� 9oM coU _ Memo To: Jeremy Allen —Village Manager From: Brad Gomberg — IT Director CC: Honorable Mayor and Village Council Subject: Phone System Replacement The item before you for consideration is for the complete replacement of our existing Phone System (PBX) and Desk Phones. Our existing Toshiba phone system is approximately 14 years and in need of replacement. Toshiba's business phone division was dissolved as part of a corporate restructuring in 2017 and as such, support and replacement parts are very difficult or impossible to obtain. A core component of our existing PBX failed in 2020 and we have been operating with a scaled down replacement since that time, causing significant degradation in service for most employees. The proposed system is a Mitel VOIP virtual PBX that will run on our existing virtualized infrastructure. Mitel has been a leader in business voice communications for over 50 years and the new system includes a number of features that will improve the efficiency and continuity of Village operations. The new PBX will utilize our existing voice services provider and there will be no changes to any phone numbers or extensions. The proposed phone system is quoted off the Mitel Sourcewell (formerly NJPA) government contract #022719-MBS. The total year 1 cost of the combined item is $120,000 which is on budget and is broken down for clarity in the table below. The year 2-5 annual reoccurring costs will come in at $6283.20 which covers failover and maintenance services. Product Cost Frequency Phone system hardware, installation & licensing $971792.59 Onetime Failover virtual hardware & SIP trunks $41680 Annual Support & maintenance $1,603.20 Annual Networking equipment $15,924.21 Onetime Page 356 of 475 Agenda Item #15. 0 r� The Village of Tequesta — Mitel Solution Prepared for: Mr. Brad Gomberg - IT Director at The Village of Tequesta Prepared by: John Forde October 31, 2022 Page 1 of 14 Page 357 of 475 Agenda Item #15. EXECUTIVE SUMMARY Introduction and Objective: First, we want to thank you again for allowing MORSECOM to provide a proposal for a new communications platform for The Village of Tequesta. As we submit this response, I want to assure you of our commitment to the success of this project. MORSECOM and The Village of Tequesta have enjoyed a longstanding partnership over the past several years as your communications provider. Our history and knowledge of the existing Village environment provide unique insight into our response to this proposal request. Today, MORSECOM holds the highest -level technical certifications with Mitel premise and cloud solutions. This industry knowledge and experience will ensure a proper transition with minimal disruption to your user community. It is with this in mind that we have leveraged the full resources of the manufacturer, Mitel, to include Mitel Sourcewell (Formerly NJPA) contract #022719-MBS pricing and to ensure a complete and accurate proposal through MORSECOM. With the knowledge that your existing Toshiba PBX is now at end -of -life for product support and new licensing this MORSECOM Mitel premise and cloud hybrid solution will not only bring you into the present and avail of your existing PRI but also prepare you for the future. This information has been invaluable in developing this Solution to get ahead of any new catastrophic failure on the part of the existing Toshiba PBX. After our most recent meeting, we have added 10 SIP trunks to ensure PSTN continuity in the event of a PRI failure. The proposed solution: MiVoice Business (MiVB), (call control, PSTN, and ACD routing) will be resilient at the application layer resulting in two images running hot/hot leveraging System Data Synchronization (SDS). After a recent review Village of Tequesta has requested that the primary call control be deployed in the customer data center and the resilient instance be deployed in MORSECOM's data center providing Georedundancy. The applications will be deployed in the client data center leveraging VMware providing High Availability at the infrastructure layer and MORSECOM's Denver data center along with the aforementioned 10 SIP trunks. Georedundancy is achieved as follows: • If the Mitel application running on the Village virtual server fails, it will replicate over to another virtual server within 8 minutes and be back online from there. • In the 8-minute interval, the MORSECOM Mitel instance along with PRI Disaster Recovery Automatic Call Forwarding of the Village Main DID will take control of all Voice Services and keep all Phones and Calls up and running. • Once the Virtual Server is online at the Village data center this Mitel instance takes back control from the MORSECOM data center. • The final layer of resiliency, completing a Georedundant solution comes should there be a hurricane or the threat of a hurricane in FL. While in emergency mode the Mitel will run 100% in MORSECOM's Denver data center until the threat is over and then switch back to the Village data center as usual. Page 2 of 14 Page 358 of 475 Agenda Item #15. Introduction and Objective continued,, Additionally, this solution comes with MORSECOM's, Mitel Gold -Rated partnership, standard 5-year Parts, AND Labor Maintenance. Signing this 5-year Maintenance will give The Village of Tequesta the confidence of knowing that should any Mitel Part fail they are covered for immediate replacement with labor costs included. Again, this is a separate Contract requiring sign -off also. Solution MORSECOM project managers will carefully define the project plan leveraging the scope of the project as mutually agreed upon with The Village IT Director. MORSECOM's professional services team stands ready to ensure successful implementation by avoiding common pitfalls and providing project predictability and reliability. Our team(s) understand what it takes to overcome technology challenges and ensure an efficient implementation. Utilizing our services with a proven implementation methodology allows for peace of mind for you and your staff. olution continued The Mitel solution has been configured to accommodate the Communications needs of The Village including: • All the same Model IP Phone Sets, 6940w's, will be deployed to each user's Workstation, up to 88 users, with the assigned extension number and Direct Inward Dial (DID) number. • The existing SIP PRI will continue to be used for inbound and outbound calling giving 23 simultaneous calls and continuing to leverage the costs saving you are already availing of today. • Then secondary instance will be equipped with 10 SIP trunks. Failure of the PRI will require pointing of the Main DID to the SIP trunk group for resiliency. • Automated Attendant and Voicemail with Unified Messaging for all users, including those with Mailboxes only. Unified Messaging gives users the choice of having Voicemail messages drop into their Emails as an MP3 file or to their Phone with dial -in retrieval. • For operator positions, the solution includes Mitel Expansion Modules, 4 of them. Along with the 6940w phones, and 80 programmable keys these modules add 28 programmable keys that can be used as one -touch extension buttons or for other system features, giving ease of use and one - touch capability to the operators. • There is one Cordless DECT phone for the PD which gives flexibility to a mobile user. Page 3 of 14 Page 359 of 475 Agenda Item #15. Project Outline Multiphase Phase • MORSECOM Staff will work with IT Director and staff to put together a System Database that works best for the communication needs of the Village. Once the Database has been agreed to and signed off on MORSECOM's Mitel Certified Technicians will build and burn in the system at Morse HQ before then adding the database. Once the database has been added to the system and testing is complete the tested system will be deployed to The Village for installation and rollout. • The resilient node will be installed in MORSECOM's Denver data center. phnco II • MORSECOM Certified technicians will install the Mitel equipment to the Main Distribution Frame (MDF) at The Village of Tequesta. • MORSECOM Technicians will collaborate with Carrier to move the SIP PRI to the Mitel and bring it online in the Mitel. • MORSECOM Technicians will work with The Village IT Staff to integrate the Mitel Application with the Local Area Network (LAN) to accommodate, Voice VLAN, IP Addressing, Voicemail to Email, and Remote Access. phncA III • Once all Systems and Circuits are Programmed, Tested, and Operational MORSECOM technicians will deploy all IP Phone Sets to user Workstations per the agreed Floor Plan layout. • MORSECOM technicians will Train all Staff on the use of the phones, voicemail, and applications before signing off on project completion. Page 4 of 14 Page 360 of 475 Agenda Item #15. IMPLEMENTATION The price below includes complete installation/programming/support systems. The Morse Voice and IT Team consists of highly skilled and certified engineers and project managers across the country. The team reports to Nathan Bouwsma, who reports directly to the CEO Mike Costello, both of whom are also certified System Engineers and have thoroughly reviewed your proposed system design. Planning/Design: The Morse engineering team includes M itel-certified engineers with decades of experience in designing complex PBX systems. Project Management: A project manager will be responsible for coordinating the efforts of all Morse implementation personnel and will collaborate closely with the customer to keep the projects on schedule. Implementation: Morse will use our base of engineers in the Southeast region, which includes engineers based out of our Melbourne facility, as well as bringing in necessary support from our other regions. Support: Morse has an extensive local staff of certified engineers available remotely and on -site to support a 2- hour SLA. Morse technical support includes sophisticated support engineers to troubleshoot and correct the most complex issues that may arise. As necessary Morse will also bring in resources from manufacturer and carrier support aswell. On a project of this size and scope, proper Project Management is the key to ensuring a successful deployment. Morse utilizes a four -stage approach methodology for implementation. Our Professional Services organization has completed hundreds of implementations, providing us with the experience necessary to deliver high-performance, made -to -order solutions to our clients effectively and efficiently. / Design ) B u i Id I Deploy J Page 5 of 14 Page 361 of 475 Agenda Item #15. Stage 1- Analyze During this stage of the process, using the requirements as a baseline, we will conduct the following: Site Surveys Review any Optional Applications Available to you Identify and determine Cutover Priorities and Criteria Gather programming information about the New systems Prepare Draft Business Requirements Document/SOW based on requirements and any information gathered from discovery meetings Determine the scope of deliverables Stage 2 — Design During this stage of the process, using the requirements as a baseline, we will conduct the following: Prepare databases Correct any items discovered during the Analyze phase Draft Project Plans Coordinate with local entities Draft Training Schedules Conduct Preliminary and Final Design Reviews and Finalize Training and Turnover Documents Starsc 3 — Build Once the equipment arrives at Morse, the following activities occur in our labs before any equipment is shipped to anysite Equipment received and inventoried All equipment is staged and configured All database information gathered in the Design phase is programmed Factory Acceptance Testing is conducted. Any ancillary platforms/applications are integrated, i.e., MiCollab Finalize System Test Plan CARe 4 — Deploy After everything has been pre-programmed and tested at Morse facilities, the following steps occur: Equipment delivered to respective location(s) Cutover dates coordinated with Carriers Physical installation of equipment Networking link with existing switch programmed and tested Pre-cutover testing conducted End -user training is conducted just before the cutover. Cutover Help Desk procedures established Onsite support before, during, and after the cutover Page 6 of 14 Page 362 of 475 Agenda Item #15. Stage 5 — Su pot . After successful cutover, the following activities occur: Review of any Help Desk/Trouble Ticket issues, including resolution Final Acceptance Criteria signed off Official transition to Morse HelpdeskSupportfrom Morse Professional Services Final project debrief occurs Satisfaction Survey conducted We will want to sit down and discuss the actual rollout plan and formulate a detailed Scope of Work, but the above provides us with a good template to build on. All of our key personnel have been involved with projects of this scale and scope before. Our job is to make you look good and that your decision to go with us reflects well upon all of you. Our goal is to make sure that any communications you receive from your personnel and staff; are complementary; otherwise, we have not done our jobscorrectly. The remainder of the Page is left Blank intentionally Page 7 of 14 Page 363 of 475 Agenda Item #15. DEVICES Description Mitel 6940w IP Phone w/AC Power: Large 7-inch touchscreen color display: 800x480 pixel LCD Touchscreen keyboard Wi-Fi — dual band 802.11 a/b/g/n Bluetooth 5.2 Mitel PCLink MobileLink mobile device integration Clear HD audio Mobile phone charging point 96 programmable personal keys 6 Context -sensitive soft keys Enhanced full -duplex speakerphone Cordless speech -optimized handset Highly customizable via a broad array of optional add -on accessories Mitel 695 PKM: Mitel M695 provides a total of 28 programmable buttons that can be used for directory numbers, speed dials, or feature keys 4.3-inch 480x272 pixel color backlit LCD Up to 3 M695 modules can be combined for a total of 84 programmable keys Compatible with Mitel 6920, 6930, and 6940 1 P Phones Powered through the host phone, no additional power supply is needed. Page 8 of 14 Page 364 of 475 Agenda Item #15. Mitel 6970 IP Conference Phone: • 7" color touchscreen display (800x4OO pixels) • 96 programmable keys, 6 context - sensitive soft keys, Intuitive user interface � Bluetooth 4.1 and MobileLink technology expand the capabilities of your Bluetooth-enabled mobile phone • Powered by 802.3af Power over Ethernet (PoE) or optional power supply (sold separately) • Requires Mitel MiVoice Business PBX System Mitel 112 DECT Handset with Charger 2 • DECT Cordless Phone Standard • 2-line operation • Conference Call Capability 1 • Speakerphone • Volume Control • 5 Polyphonic Ring Tones • Voice message waiting for the indicator • Lighted Keypad • Caller ID • Call Forwarding • Call Transfer • Call Hold • Max Handset Operating Distance: 164 ft • Max Handset Operating Distance (Outdoor): 984 ft Page 9 of 14 Page 365 of 475 Agenda Item #15. BUDGET: Non -Recurring Costs: Schedule 1 This quote is based on the Mitel Sourcewell (formerly NJPA) contract #022719-MBS and Purchase Orders resulting from this quote may be written to an authorized Mitel Sourcewell (formerly NJPA) Selling Agent or Mitel Business Systems, Inc. directly per the ordering instructions below. Membership and contract information is available at www.sourcewell-mn.gov This quote is good for 90 days from the date on file and must renew thereafter. PW Company -_ The Village of Tequesta The Village of Tequesta Address 345 Tequesta Dr„ Tequesta„ Florida, USA Postal/Zip Code 33469 r Part No. Call Accounting Description Qty Applications 54006798 MiVoice Business Reporter Starter Pack 1 Licenses 54006799 MiVoice Business Reporter Extension x50 2 54006807 MiVoice Business Reporter Virtual Server 1 �jer ices gees 54006933 CC Standard Software Assurance 2.1398 Tota I Call Accounting Equipment & Licensing 414888.80 Part No. Primary PBX Description Qty i-kp plicadons 54005339 MiVoice Border Gateway Virtual 1 54005442 MiCollab Virtual Appliance 1 54005748 MiVoice Business Virtual for Enterprise 1 Licenses - Licenses System 54004491 SIP TRUNKING CHANNEL PROXY 23 54005330 Enterprise License Group 1 Licenses 52002842 MiVoice Business Console Bundle 2 54000297 MCD Mailbox license 1 54001627 NPUM Record A Call 1 54002390 MiVoice Business License - SIP Trunk x1 3 54004762 MiCb NPUM Mailbox Calldir x1 7 54004975 MiVoice Bus License - Enterprise User 2 54005380 MiCClient Licnse - Peering Adv Server 1 54005381 MiCClient Licnse - Federation Adv Server 1 Page 10 of 14 Page 366 of 475 Agenda Item #15. MiVoice Business SIP Trunks x10 MiCollab NPUM MiVBus Mailbox Licensesx10 MiCollab Client presence for MiVB Consl MiCb Client user for MiVBC operator UCCv4.0 STND User for MiVoice Bus x1 UCCv4.0 STND User for MiVoice Bus x50 SWA Std 5y MiVBus Console SWA Std 5y MiVBus DLM SWA Std 5y MiVBus System SWA Std 5y MiVBus User SWA Std 5y MiV BG SIP Connect SWA Std 5y MiV BG System SWA Std 5y MiCollab System SWA Std 5y MiCollab UM Mailbox SWA Std 5y UCC Std MiVB MiVoice Business Console Keyboard Labels AC Adaptor L6 48V NA M695 PKM 6900/6800 Wall Mount Kit (10 Pack) RFP 12 Single Cell Base Station (NA) 6970 IP Conference Phone 54005400 54005610 54006070 54006165 54006542 54006543 Software Assurance 54007884 54007886 54007891 54007892 54007979 54007981 54008298 54008301 54008382 Terminals - Accessories 50006642 50006822 50006874 50006921 erminals - DECT Terminals 51303911 Terminals - IP Phones 50008271 1 erminals 50008387 6940w IP Phone 51303913 112 DECT Phone, Universal (w/Charger) X � i- p 2 2 2 2 30 2 2 1 1 2 23 1 1 27 130 2 10 4 1 1 2 88 1 I Part No. .. . -; . Description Qty Applications 54005339 MiVoice Border Gateway Virtual 1 54005748 MiVoice Business Virtual for Enterprise 1 Licenses 54000297 MCD Mailbox license 1 54002390 MiVoice Business License - SIP Trunk x1 3 54005400 MiVoice Business SIP Trunks x10 2 Software Assurance 54007891 SWA Std 5y MiVBus System 1 54007981 SWA Std 5y MiV BG System 1 Public Sector Competitive Discount is a one-time discount based on the entire configuration and is subject to change if the configuration is modified. Page 11 of 14 Page 367 of 475 Agenda Item #15. Monthly Recurring Costs: Part Number• • IL A M3 SIP Trunks MORSECOM M3 SIP Trunks. - SIP trunking is metered per minute for Disaster Recovery. Minutes of use (mou) will be invoiced at .009 per minute in the event of failover to the SIP trunks. Current carrier will need to remote call forward for inbound traffic. M3 IaaSWest CPU/RAM/Storage for Mitel Fail -Over instance in MORSECOM Data Center. f8 CPU's/32GB Ram/500MB Storaael Total IVIRC: Quantit Unit Price ost 101 $ 10.00 1 $ 11 $ 290.00 1 $ 100.00 290.00 390.00 PCM Document for 5-year Maintenance on Parts, Software Assurance, AND Labor emailed separately needs to be Signed also. SIGNATURES By signing you agree to the proposed Costs and Project Outline. This allows MORSECOM to proceed with scheduling resources to begin the project. Signature: Full Name: Company Name: Date: Page 12 of 14 Page 368 of 475 Agenda Item #15. ABOUT MORSECOM Everyone & Everything Connected MORSECOM, a Woman -Owned Business Entity (WBE), is a 28+-year-old technology solutions company headquartered in Melbourne, Florida. MORSECOM was founded in 1994 by Mike and Annette Costello primarily as a cable infrastructure company. As the company grew, we expanded into communications technologies including voice, data networking, peripheral applications, and security. Today, MORSECOM is a full -service integrator assisting clients from desktops to data centers providing solutions from cloud to ground. With the growth in both our portfolio and customer base, we quickly expanded into other regions of the United States. We currently serve customers in 38 states and 6 countries worldwide. u y _ M'iteL �RU KUS' junipeF ewers HlewteftPackard Mom Mli�crOsOft solarwinci.,, metal Itch Cra�INi�'poi.y. Aped Lucent, Q1 Enterprise LwLt rwrise With the expansion of our portfolio and national footprint, Morse has maintained its core values of integrity, expertise, and commitment to our customer base. Also, the company's financial performance has remained extraordinarily strong and growing. This strong financial performance gives our customers a sense of security in knowing that we will be there to service and support the solutions we provide for years to come. MORSECOM has a strong heritage of service, both personally and professionally. This is translated to our customers through a commitment to excellence. MORSECOM has gained the highest levels of certification within our portfolio. Today, MORSECOM has over 75 employees with 80% of those holding technical certifications. Page 13 of 14 Page 369 of 475 Agenda Item #15. LEGAL www.MORSECOM.com/support All MORSECOM agreements are governed by the standard terms and conditions on our website and are incorporated by reference into this document. Online terms and conditions are subject to change and the terms and conditions in effect at the time of each new order shall be those on the website at the time of such order. Page 14 of 14 Page 370 of 475 Agenda Item #15. Maintenance Quote MORS F--..COM Prepared for: The Village of Tequesta - IT Director Mr. Brad Gomberg Date: 10/31/2022 Term: Site 8-5, no sets 8-5, with sets 24-7, no sets 24-7, with sets 5 Year Price $ 6,012.00 $ 8,016.00 $ 8,016.00 $101020.00 Yearly Price $1,202.40 $1,603.20 $1,603.20 $2,004.00 Initial Below Choice Notes Morse Communications, Inc. 395 East Drive Melbourne, FL 32904 PH 321-259-8469 FAX 321-255-0198 Toll Free (888) 667-7326 www.morsecom.com - Includes all parts and labor for switch only Mitel hardware, software and or telephone sets dependent upon choice of plan. - Customer to provide remote access. On -site response is dependent upon site location. - Does not include applicable taxes and contingent upon site survey - Does not include pre-existing issues - Does not include failures due to: power surges, lightning, abuse or Acts of God - Includes software release upgrades, excluding the labor to install the upgrade. - Does not include customer requested moves, adds or changes - Does not include any peripheral components such as application servers or OS, unless otherwise noted - Payment terms are Annual in advance. PO and payment to: apr@morsecom.com or fax to 321-255-0198 Coverage Detail 8-5, no sets 8-5, with sets 24-7, no sets 24-7, with sets Monitored NOC* No No Yes Yes Critical SLA 2hr 2hr 1hr 1hr High SLA 4hr 4hr 2hr 2hr Medium SLA 4hr 4hr 4hr 4hr Low SLA 8hr 8hr 8hr 8hr Phone Sets No Yes No Yes Messaging Yes Yes Yes Yes Switch HW-SW Yes Yes Yes Yes U C H W-SW Yes Yes Yes Yes SW Patches Yes Yes Yes Yes Annual Check Yes Yes Yes Yes Web ticket Yes Yes Yes Yes Toll Free ticket Yes Yes Yes Yes Annual Backup Yes I Yes I Yes I Yes Initials Morse Communications, inc. Page 37116f475 Agenda Item #15. Maintenance Quote Terms and Conditions 1. Service Obligations (a) MORSE shall address any technical or operational defects or malfunctions in the System either by remote diagnostics or by the onsite presence of MORSE's service representative, who shall respond to the defect or malfunction after being notified of the same by Customer or its authorized employee, and restore the System to a normal state of operational efficiency. In carrying out its service and maintenance obligations hereunder, MORSE may install or replace any components or parts that MORSE deems either necessary or desirable for the effective operation of the System, at no additional charge to the Customer while the "System" is under warranty or subsequent maintenance agreements. Any part or component installed by MORSE shall be new or like new and shall be covered by this Agreement in the same manner, and subject to the same limitations herein, as apply to the System. In the event that the subject equipment is deemed "Manufacturer Discontinued", "Manufacturer End of Life" or "Manufacturer non -supported", Morse will be provide a best effort service level with no guarantee of parts or software availability. In the event that the failure is due to a non -supported, discontinued or end of life component, the customer will be responsible to purchase the replacement component. In the event that the defect or malfunction is deemed by Morse to be caused by neglect, abuse, Acts of God including lightning and/or power surge, the Customer will be responsible for the cost of parts and Morse's then current labor rates to repair the condition. (i) Emergency Remote service shall be available twenty-four (24) hours a day, seven (7) days a week if this option is chosen. (ii) Non -emergency maintenance service shall be provided during MORSE's normal working hours, which shall be that period of each day from 8:00 a.m. to 5:00 p.m. local time Monday through Friday, exclusive of holidays. It is agreed that MORSE shall respond to Customer's request for non -emergency service by dispatching MORSE's service representative not later than the end of MORSE's next business day. Should Customer request non -emergency service be performed outside of MORSE's normal working hours, Customer shall pay MORSE on a per -call basis, at MORSE's then effective overtime rates. (iii) Emergency maintenance service shall be provided twenty-four (24) hours a day, seven (7) days a week if this option has been chosen. IN THE EVENT THAT A MAJOR FAILURE IN THE SYSTEM OCCURS, necessitating emergency maintenance assistance from MORSE either during or outside MORSE's normal working hours, it is agreed that MORSE shall respond to the emergency remotely within four (4) hour or if necessary by dispatching MORSE"s service representative not later than four (4) hours from the time it is notified of the same and MORSE shall thereafter exercise its best efforts to cure the same. IN NOTIFYING MORSE, CUSTOMER MUST CLEARLY COMMUNICATE TO MORSE THE EMERGENCY NATURE OF THE PROBLEM AS A CONDITION PRECEDENT TO MORSE'S OBJECTIVE TO RESPOND WITHIN THE TIME FRAMES INDICATED ABOVE. As used herein, a "Major Failure" is defined as a System failure resulting in the Customer's inability to receive twenty percent (20%) of all incoming calls or affecting 20% of the "System"' functionality, to make twenty percent (20%) of all outgoing calls, to make twenty percent (20%) of every station -to -station call, or to use the attendant consoles. (b) MORSE may from time to time, upon Customer request, furnish moves, additions, changes, software upgrades and/or System modifications separately contracted for at MORSE's then generally effective rate. Initials Morse Communications, Inc. Page 3722o9f475 Agenda Item #15. Maintenance Quote Terms and Conditions-cont. FiTSHALLBETHERESPONSIBILTY OF CUSTOMER TO VERIFY THE ACCURACY AND THE OPERATION OF ANY SOFTWARE UPGRADE, SYSTEM MODIFICATION, ENHANCEMENT OR CHANGE WITHIN FIVE (5) DAYS OF ANY SUCH UPDATE, UPGRADE, ENHANCEMENT OR CHANGE, AND TO NOTIFY MORSE WITHIN A REASONABLE TIME OF ANY ERROR, OMISSION, INACCURACY OR INCONSISTENCY THEREIN. MORSE shall, within twenty-four (24) hours of such notification, commence corrective action to remedy any such error, omission, inaccuracy or inconsistency. 2. Payment Terms MORSE hereby sells to Customer and Customer hereby purchases from MORSE the services identified in this quote. Any terms and conditions of the quote will supersede any conflicting terms of these terms and conditions. Customer shall pay the Purchase Price of the services in advance, together with all property (personal or intangible) taxes or special assessments and all sales or use taxes which may be imposed upon Customer or MORSE (except taxes based on MORSE's net income) as a result of the performance by the parties of this Agreement. The Payment shall be due no later than the date of order. Payment of invoices shall be due within thirty (30) days from the invoice date. Delinquent payments on any undisputed balance are subject to a late payment charge of the lower of one and a half percent (1.5%) per month, or portion thereof, or the maximum allowed, if lower than (1.5%), by the laws of the state where service is performed. Service Level Agreement Priority Description Critical Main Phone system, Contact Center, WLAN, Network High Remote Site, T-1, PRI circuit down Medium Applications LowI MAC's, RMA's, Break/Fix Critical: System down or service affecting outage that immediately affects the operation of customer business and will work to completion. High: Service affecting outage/issue that affects remote sites and/or trunks. Medium: Service affecting outage/issue that does not immediately affect the operation of customer business. Low: Non service affecting issue or outage that does not affect customer business operations. Signature Printed Name Legal Entity Name Date Initials Morse Communications, inc. Page 37336f475