HomeMy WebLinkAboutAgreement_General_11/10/2022_Morse Communication - Mitel Phone System M E
MD U '
• OM •
• • • MORSECOM
•
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
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
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.
Solution 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
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.
Phase 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.
m Phase 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
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 Mitel-certified engineers with decades of experience
in designing complex PBX systems.
Protect 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 Build Deploy
Page 5 of 14
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
m Coordinate with local entities
• Draft TrainingSchedules
• Conduct Preliminary and Final Design Reviews and Finalize Training and Turnover Documents
Stage 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
Stage 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
W 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
Stage 5—Support
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 Helpdesk Support from 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 jobs correctly.
The remainder of the Page is left Blank intentionally
Page 7 of 14
[����|�r���
^�� � '^~�^^
| Device Description ' Quantity
NMitel 6940wUP PMonmm/AC Power:
Large 7-inchtoucheoreen color display:
8OOx480 pixel LCD
88
Touohecreenkeyboavd
, VW'Fi-due| band 802.11 a/b/g/n
. 8|uatonth 5.2
' W1ibs| PCLinh
MobUeLink mobile device integration
Clear HDaudio
�
Mobile phone charging point
� 0O programmable personal keys |
° o Context-sensitive soft keys
Enhanced full-duplex speakerphone
* Cordless speech'opx/mizeohandset
* Highly custom/zao/n via a broad array
of optional add-on accessories
-
^---~ ° yWha| W1695 provides a total of28
__ prugnamnmab|abu�onothat can be
~~�~- 4
used for directory numbers, speed
dia|u, or feature keys
* 4.3'inoh4U0x272 pixel color backlit
LCO
- ° Upto3yNG85 modules can be
' combined for total of |
|
programmablekeys
Powered through the host phone, no
|
L | agU�onm|
Mitel 6970 IP Conference Phone:
7" color touchscreen display (800x400
pixels)
2
• 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
i System
Mitel 112 DECT Handset with Charger
• DECT Cordless Phone Standard
• 2-line operation
• Conference Call Capability 1
• Speakerphone
• Volume Control
• 5 Polyphonic Ring Tones
." • Voice message waiting for the
s ` " 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
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.
The Village of Tequesta
Company The Village of Tequesta
Address 345 Tequesta Dr„Tequesta„Florida,USA
Postal/Zip Code 33469
Call Accounting
Part No. Description City
Applications
54006798 MiVoice Business Reporter Starter Pack 1
54006799 MiVoice Business Reporter Extension x50 2
54006807 MiVoice Business Reporter Virtual Server 1
Services,fees
54006933 CC Standard Software Assurance 2,398
Total Call Accounting Equipment&Licensing 4,888.80
Primary PBX
Part No. Description Qty
Applications
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
License's
52002842 MiVoice Business Console Bundle 2
54000297 MCD Mailbox license 1
54001627 NPUM Record A Call 1
54002390 MiVoice Business License-SIP Trunk xl 3
54004762 MiCb NPUM Mailbox Calldir xl 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
54005400 MiVoice Business SIP Trunks x10 2
54005610 MiCollab NPUM MiVBus Mailbox Licensesxl0 2
54006070 MiCollab Client presence for MiVB Consl 2
54006165 MiCb Client user for MiVBC operator 2
54006542 UCCv4.0 STND User for MiVoice Bus xl 30
54006543 UCCv4.0 STND User for MiVoice Bus x50 2
Software Assurance
54007884 SWA Std 5y MiVBus Console 2
54007886 SWA Std 5y MiVBus DLM 1
54007891 SWA Std 5y MiVBus System 1
54007892 SWA Std 5y MiVBus User 2
54007979 SWA Std 5y MiV BG SIP Connect 23
54007981 SWA Std 5y MiV BG System 1
54008298 SWA Std 5y MiCollab System 1
54008301 SWA Std 5y MiCollab UM Mailbox 27
54008382 SWA Std 5y UCC Std MiVB 130
Terminals-Accessories
50006642 MiVoice Business Console Keyboard Labels 2
50006822 AC Adaptor L6 48V NA 10
50006874 M695 PKM 4
50006921 6900/6800 Wall Mount Kit(10 Pack) 1
Terminals-DECT Terminals
51303911 RFP 12 Single Cell Base Station(NA) 1
Terminals-IP Phones
50008271 6970 IP Conference Phone 2
Terminals
50008387 6940w IP Phone 88
51303913 112 DECT Phone,Universal(w/Charger) 1
Total Primary PBX-Equipment&Licensing 73,508 49
Secondary PBX
Part No. Description City
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 xl 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
Total Secondary PBX-Equipment&Licensing 2,395.30
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
Grand Total
Sub-Total Mitrl I tluginit,nt c`:I.It en. 80,792.59
M3 Pt Set vinr; Ml)li l(UM I'iu`v iv (inn(i, 1 i�li In,Lill1', Iunr nit, 17,000.00
(,i•uul I 1 J 97,79259
Monthly Recurring Costs:
Part Number Description Quantity Unit Price Cost
M3 SIP Trunks 'MORSECOM M3 SIP Trunks. 10 $ 10.00 $ 100.00
-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 laaSWest CPU/RAM/Storage for Mitel Fail-Over instance in 1 $ 290.00 $ 290.00
MORSECOM Data Center.
_..__.....__ _'{8 CPU's/32GB Ram/500MB Storage)
Total MRC: j $ 390.00 1
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:
l uu r
Company Name:
Date: - +29��_ - -
Page 12 of 14
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.
D.M{tet iorRUCKUS ;ur1ipe( vmware toxaxv,.e
Enterptiie I MicrosoftSt13'ldi3�S fTetQSW{tGh Nrd,caMteiu•tucent0
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
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
Maintenance Quote
Morse Communications, Inc.
395 East Drive
OM
MORSECOM
• • Melbourne, FL 32904
• PH 321-259-8469
FAX 321-255-0198
Toll Free(888)667-7326
www.morsecom.com
Prepared for: The Village of Tequesta- IT Director Mr. Brad Gomberg
Date: 10/31/2022
Term:
8-5,with 24-7,with
Site 8-5,no sets sets 24-7,no sets sets
5 Year Price $ 6,012.00 $ //88,0166..00 $ 8,016.00 $10,020.00
�//
Yearly Price $1,202.40 $1,603.20 $1,603.20 $2,004.00
Initial Below Choice
Notes
- 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
8-5,with 24-7,with
Coverage Detail 8-5,no sets sets 24-7,no sets 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
UC HW-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 Yes Yes Yes
Initials Morse Communications, Inc. 1 of 3
r
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.
I
Initials .ler-----
Morse Communications, Inc. 2 of 3
Maintenance Quote
Terms and Conditions-cont.
IT SHALL BE THE RESPONSIBILTY 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.
f f
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
Low 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.
I -ZZ
Signature Date
\r)' (a bk. l3 Mali Ole
Printed Na
UII� Q o-- T&1v ,�s
Legal Entity Name
Initials Morse Communications, Inc. 3 of 3