Professional Documents
Culture Documents
Project Management
ScanSource Services Group shall assign a dedicated Project Manager to interface directly with
the Reseller with the following responsibilities:
1. Serve as the primary interface to the Reseller
2. Coordinate the site installation priorities and timeline
3. Function as the point-of-contact for any issues that arise
4. Provide status updates
Project Scheduling
We begin our process within 24 to 48 hours of the receipt of order however certain requirements
need to be met before scheduling the installation date.
1. Network readiness has been determined (unless forfeited)
2. System Design Review has been completed and returned
Implementation projects will be then scheduled within 3 weeks. Any schedule changes to travel
reservations due to Reseller rescheduling (for any reason) will result in additional charges that
are the responsibility of the Reseller. All date changes to already scheduled projects are subject
to a re-quote of all applicable charges. The T1 turn-up date must be scheduled (3) working days
prior to the beginning of the install. Any delays will result in additional labor charges and possibly
additional T&E to assist bringing up the circuit.
Network Assessment
A Standard VoIP network assessment for 1 location and up to 100 VoIP endpoints is conducted
with implementation services. The process will begin within 48 hours of receipt of your order with
a scheduled call with our VoIP engineer. The following requirements must be met to conduct the
assessment
1. IP Network must be installed and ready for test
2. PC must be connected to network with agent software
The ScanSource engineer will provide instructions to the data network contact. The customer
must also make the necessary changes to ensure that both the LAN and/or WAN infrastructure
will meet and support VoIP specifications prior to the technicians arrival. The order will be
scheduled with the feedback from the VoIP engineer or if the assessment is forfeited by
reseller/customer. Additional locations and VoIP endpoints can be ordered separately.
Note: Network reconfiguration and/or upgrades of the data network (including LAN/WAN
hardware/software) are the responsibility of the Customer and are outside the scope of
this SOW.
For Onsite Installation: all activities are assigned contiguous days or a contiguous block of time.
The switch will be installed and programmed as mutually agreed upon and documented to the
final System Design prior to equipment implementation. All onsite installation, integration and go-
live activities will be performed by onsite technician.
For Remote Programming: remote activities are assigned contiguous days or a contiguous block
of time. The switch will be programmed as mutually agreed upon and documented to the final
System Design. It is the responsibility of the onsite technician to provide high-speed access to the
switch.to upload the programming files. All onsite installation, integration and go-live activities will
be performed by the Reseller/Customer.
The onsite technician will perform the following test and turn-up activities applicable to the site after the
equipment installation:
1. Confirm that equipment configuration (IP-PBX Voicemail Server) is properly installed and
operational.
2. Confirm that call flows are configured properly in Director and inbound IP-PBX calls route
appropriately.
3. Confirm that inbound calls route properly and proper messages are played when calls route to
entities such as Auto Attendants and voicemail.
4. Confirm system is sending a page out to ShoreGear. The implementation technician will make
every best effort to integrate with the customers paging equipment, however depending on the
paging equipment this may not be possible.
5. Obtain a signoff from the customer project manager on the Implementation Acceptance Form
located in this Statement of Work after successful installation and turn-up of the site.
Assumptions
1. Pricing does not include any applications or hardware not detailed in the Scope of Work
2. Additional T&M charges will have a 2 hr minimum
3. Work requested outside of the Scope of Work will require approval from reseller prior to
performing the work. T&M will be scheduled with a 2hr minimum.
4. Assistance in resolving problems with customer-provided equipment would be considered billable
T&M. This additional labor would have to be approved prior to performing the work.
5. Any additional labor required to interface with other vendors, i.e. electric, construction, furniture,
etc. in excess of the hours set forth in this Scope of Work, will be billable on a T&M basis.
6. All work is to be completed during normal business hours unless specified differently in the SOW.
The T1 turn-up date must be scheduled (3) working days prior to the beginning of the install. Any
delays will result in additional T&M labor to assist bringing up the circuit.
7. Paging and/or Music-on-Hold interface connection only is included in SOW.
8. Return trips and additional labor for out-of-box failures (DOA equipment) or missing equipment
will be billable on a T&M basis plus expenses.
Training
The following initial training services will be provided for onsite or shared implementations:
Training Sessions
Note: Webex end user training session will be scheduled for up to 40 attendees.
The agenda will follow the End User Guide (provided) for basic telephone
functionality and basic voice mail usage.
* More attendees can be added to the training sessions by ordered a separate SKU found on our QIC
Tool.
Support
First Day of Business Support
On the first business day after successful test and turn-up, the technician will be available for up to four
(4) hours during regular business hours to support and answer any questions or address any issues
related to the services provided. This service may be provided remotely based on scheduled days for
implementation. For greater than four (4) hours of support, the customer will be invoiced the applicable
T&M hourly rate.
Partner/Customer Responsibilities
Any work requested outside of the SOW will require a separate change order and may incur
additional charges.
EXPEDITE CHARGE:
Customer will permit ScanSource Services three (3) full business weeks lead time to allow for project
planning and resource scheduling. If less than three (3) full business weeks lead time is provided by
Customer, an Expedite Charge of $1800.00 will be applied to that Site.
ScanSource Services Group shall present this scope of work based on the criteria entered on the Qic
Tool implementation form. Any work requested outside of this scope will incur additional charges.
Customer will indicate acceptance of the service by signing in signature block below.
Reseller
Company
Name
Title / Position
Signature
Date
PO number