Assumptions & Dependencies

Ring Central Assumptions
PureCloud Assumptions
Shoretel Onsite Assumptions
Shoretel Connect Assumptions

RING CENTRAL

1. General Assumptions
1.1 Customer shall adhere to RingCentral’s minimum requirements guidelines posted here.
1.2 At any time during the project, changes in the scope, assumptions, deliverables, or work plan shall follow Inflow’s standard change control procedures as outlined in Change Management section of the SOW. Customer must approve all change requests in order for Inflow and or Sub Contractor to proceed with performing the work required by the requested change(s).
1.3 The participation and commitment of the Customer project team during the project will be important to its success. This participation and involvement shall include assigned tasks to team members’ specific area of expertise as outlined in the Project Plan and/or Minutes from the Kick-Off meeting.
1.4 Customer shall identify and make available a project contact at each location that will take location ownership of location-related customer tasks.
1.5 Customer shall be responsible for designated personnel that are fully aware of their site and/or department capabilities regarding phone functionality.
1.6 Inflow and/or Sub Contractors, if applicable, may require after-hours access and weekend access to the project locations as determined by schedules and implementation plans. This includes Customer suite along with any MPOE or Telco closet of which will be the responsibility of the Customer to arrange access.
1.7 Customer is responsible for all wiring and power to handset locations.
1.8 Customer is responsible for all wiring from Telco main point of Entry to phone / server closet.
1.9 Unless otherwise stated in this Scope of Work, Customer is responsible for all Local Area Network (LAN), Wide Area Network (WAN), Firewall, and router deployment, design, configuration, and troubleshooting. Additional troubleshooting caused by network issues is outside this Scope and will be a separate billable event.
1.10 Customer understands that placing real-time VOIP or video transmissions across the public Internet or cellular data can result in call quality issues. Customer further understands that this is completely outside the control of Inflow. Additional time spent troubleshooting quality issues because VOIP and video packets are traversing the public Internet or cellular data will result in a separate billable event.
1.11 Vendor shall appoint main contact to interface with Customer to provide Administration training to Customer designated personnel.
1.12 Inflow shall designate personnel for Administration training and ensure they are available for training per agreed upon Date and Time.
1.13 Inflow shall appoint main contact to interface with Customer to provide Telephone and Software training.
1.14 Customer shall work with Inflow to provide training facilities, Date/s, Time/s and students for administrative and telephone training.
1.15 Unless otherwise stated, this Scope includes a 1 to 1.5-hour training class for all users, up to four (4) hours for administration training (multiple students can attend), and next-business day cut-coverage services. General user training is conducted onsite with 10 students per class. Additional training required beyond this Scope will be billed at Inflow’s Time and Material rates, including setup and travel time.
1.16 Inflow will demonstrate one (1) Software installation for Customer’s designated user
1.17 Customer will be responsible for all other Software installations for their end users.
1.18 Additional troubleshooting due to Customer-provided computer, tablet, smart device, or headsets could be a billable event.
1.19 Inflow shall provide hardware per sales quote sheet for the project based on the real locations and handset counts given by the Customer. Any increase in the hardware will be considered to be an additional cost for purchase, installation and configuration
1.20 Inflow will program the RingCentral system based on customer-supplied call-flow and user information during the design process. Additional programming and changes during or after the initial installation could be a billable event.
1.21 Unless otherwise stated, this Scope does not include any custom software development or customer application configuration and troubleshooting.
1.22 It is not Inflow’s responsibility to retrieve old voice messages off of the voicemail system being replaced. It is the Customer’s responsibility to notify users that the old voice messages will become permanently unavailable.
1.23 Unless otherwise specified, this Statement of Work does not include services to troubleshoot or configure customer-owned existing fax servers. Time spent performing these services will result in a billable event.

2. Information Assumptions per Location
2.1 Customer shall provide the persistent availability of a TCP/IP main network that all locations will have connectivity to for IP phones and computers using the RingCentral software.
2.2 Customer shall provide any pertinent information in regards to their Network, firewall, Router, diagrams, user information and/or interviews with key staff to ensure timely delivery of product of the RingCentral system.
2.3 Customer shall provide floor plans for each location. Plans will include jack location, and identification, user/station name, and user/station extension.
2.4 Customer shall populate the Excel Customer information and send to Vendor Project Manager as soon as they can.
2.5 Customer shall identify call flow for each location.
2.6 Customer shall identify any call groups or workgroups to be configured or created.

PURECLOUD

1. General Assumptions
1.1 Customer shall adhere to Inflow’s minimum requirement document in concern to deploying a VOIP installation. See Attach-VOIP Requirements
1.2 At any time during the project, changes in the scope, assumptions, deliverables, or work plan shall follow Inflow’s standard change control procedures as outlined in Change Control section of the SOW (See Attached). Customer must approve all change requests in order for Inflow and or Sub Contractor to proceed with performing the work required by the requested change(s).
1.3 The participation and commitment of the Customer project team during the project will be important to its success. This participation and involvement shall include assigned tasks to team members’ specific area of expertise as outlined in the Project Plan and/or Minutes from the Kick-Off meeting.
1.4 Customer shall identify and make available a project contact at each location that will take location ownership of location-related customer tasks.
1.5 Customer shall be responsible for designated personnel that are fully aware of their site and/or department capabilities regarding phone and Contact Center functionality.
1.6 Inflow and/or Sub Contractors, if applicable, may require after-hours access and weekend access to the project locations as determined by schedules and implementation plans. This includes Customer suite along with any MPOE or Telco closet of which will be the responsibility of the Customer to arrange access.
1.7 Customer is responsible for all wiring and power to handset locations.
1.8 Customer is responsible for all wiring from Telco main point of Entry to phone / server closet.
1.9 Unless otherwise stated in this Scope of Work, Customer is responsible for all Local Area Network (LAN), Internet, Firewall, and router deployment, design, configuration, and troubleshooting. Additional troubleshooting caused by network issues is outside this Scope and will be a separate billable event.
1.10 Customer understands that placing real-time VOIP or video transmissions across the public Internet or cellular data can result in call quality issues. Customer further understands that this is completely outside the control of Inflow. Additional time spent troubleshooting quality issues because VOIP and video packets are traversing the public Internet or cellular data will result in a separate billable event.
1.11 If Customer is providing servers, it is the Customer’s responsibility to purchase the adequate Operating System and licenses and set up the server to meet PureCloud minimum specifications. Additional troubleshooting caused by server issues is outside this Scope and could be a separate billable event.
1.12 Inflow requires that Customer provide adequate UPS equipment for PureCloud equipment where necessary
1.13 Vendor shall appoint main contact to interface with Customer to provide Administration training to Customer designated personnel.
1.14 Inflow shall designate personnel for Administration training and ensure they are available for training per agreed upon Date and Time.
1.15 Inflow shall appoint main contact to interface with Customer to provide Telephone and Software training.
1.16 Customer shall work with Inflow to provide training facilities, Date/s, Time/s and students for administrative and telephone training.
1.17 Unless otherwise stated, this Scope includes a 1 to 1.5-hour training class for all users, up to four (4) hours for administration training (multiple students can attend), and next-business day cut-coverage services. General user training is conducted onsite with 10 students per class. Additional training required beyond this Scope will be billed at Inflow’s Time and Material rates, including setup and travel time.
1.18 Inflow will train customer, in their PureCloud Organization, on setting up their PureCloud Organization, users, call permissions, call flow, and other basic configuration tasks.
1.19 Additional troubleshooting due to Customer-provided computer, tablet, smart device, or headsets could be a billable event.
1.20 Inflow shall provide handset and Telephony Edge Gateways per sales quote sheet for the project based on the real locations and handset counts given by the Customer. Any increase in the hardware will be considered to be an additional cost for purchase, installation and configuration
1.21 Inflow will program the PureCloud system based on customer-supplied call-flow and user information during the design process. Additional programming and changes during or after the initial installation could be a billable event.
1.22 Unless otherwise stated, this Scope does not include any custom software development or customer application configuration and troubleshooting.
1.23 It is not Inflow’s responsibility to retrieve old voice messages off of the voicemail system being replaced. It is the Customer’s responsibility to notify users that the old voice messages will become permanently unavailable.
1.24 Unless otherwise specified, this Statement of Work does not include services to troubleshoot or configure customer-owned existing fax servers. Time spent performing these services will result in a billable event.

2. Information Assumptions per Location
2.1 Customer shall provide the persistent availability of a TCP/IP main network that all locations will have connectivity to for IP phones, soft phones, PureCloud equipment and/or computers using the web and desktop software. Customer will provide persistent availability of a robust Internet Connection to provide access to PureCloud cloud services. Internet connections must meet minimum bandwidth, latency, packet loss, and delay requirements to provide adequate voice, video, and web services for the PureCloud service to work properly. Because these connections will be over the Public Internet, Inflow recommends alternate connections and Software Defined Networking appliances to mitigate call quality issues.
2.2 Customer shall provide any pertinent information in regards to their Network, firewall, Router, diagrams, user information and/or interviews with key staff to ensure timely delivery of the project.
2.3 Customer shall provide floor plans for each location. Plans will include jack location, and identification, user/station name, and user/station extension.
2.4 Customer shall populate the Customer information on Inflow-provided data gathering forms and send to Vendor Project Manager as soon as they can.
2.5 Customer is responsible for verifying delivery of Telco service(s), if any, and confirmation of turn-up date(s) prior to schedule of installation by Inflow
2.6 Customer shall provide telephone trunk information regarding locations, departments, and call routing groups if required, pertaining to respective departments or locations.
2.7 Customer shall identify any dial tone to be allocated to location PureCloud equipment. The PureCloud Telephony Edge Gateway only supports SIP carrier services. It does NOT support PRIs or analog dial tone connections. PureCloud equipment will have been spec’d out per the initial assumptions.
2.8 PureCloud is not currently certified with any Analog Terminal Adaptors (ATAs) for local analog station connections (door relay, fax, analog phones, etc.)
2.9 This Scope includes up to two (2) hours per site in coordinating, troubleshooting, and turning up carrier services. Excessive configuration, troubleshooting, or delays caused by carrier issues (Internet and SIP) is outside this Scope and will result in additional billable hours.
2.10 Customer shall identify call flow for each location.
2.11 Customer shall identify any call groups or ACD groups to be configured or created.
2.12 Customer is responsible for onsite technical support of any existing phone equipment if integration with the PureCloud system is required. Inflow is responsible for PureCloud configuration of integration only.
2.13 If Bridge Gateway software is required, it is the customer’s responsibility to provide a Windows server that meets minimum requirements as outlined below.

SHORETEL ONSITE

1. General Assumptions
1.1 Customer shall adhere to ShoreTel’s minimum requirements guidelines below for this VOIP installation.
1.2 At any time during the project, changes in the scope, assumptions, deliverables, or work plan shall follow Inflow’s standard change control procedures as outlined in Change Management section of the SOW. Customer must approve all change requests in order for Inflow and or Sub Contractor to proceed with performing the work required by the requested change(s).
1.3 The participation and commitment of the Customer project team during the project will be important to its success. This participation and involvement shall include assigned tasks to team members’ specific area of expertise as outlined in the Project Plan and/or Minutes from the Kick-Off meeting.
1.4 Customer shall identify and make available a project contact at each location that will take location ownership of location-related customer tasks.
1.5 Customer shall be responsible for designated personnel that are fully aware of their site and/or department capabilities regarding phone functionality.
1.6 Inflow and/or Sub Contractors, if applicable, may require after-hours access and weekend access to the project locations as determined by schedules and implementation plans. This includes Customer suite along with any MPOE or Telco closet of which will be the responsibility of the Customer to arrange access.
1.7 Customer is responsible for all wiring and power to handset locations.
1.8 Customer is responsible for all wiring from Telco main point of Entry to phone / server closet.
1.9 Unless otherwise stated in this Scope of Work, Customer is responsible for all Local Area Network (LAN), Wide Area Network (WAN), Firewall, and router deployment, design, configuration, and troubleshooting. Additional troubleshooting caused by network issues is outside this Scope and will be a separate billable event.
1.10 Customer understands that placing real-time VOIP or video transmissions across the public Internet or cellular data can result in call quality issues. Customer further understands that this is completely outside the control of Inflow. Additional time spent troubleshooting quality issues because VOIP and video packets are traversing the public Internet or cellular data will result in a separate billable event.
1.11 If Customer is providing servers, it is the Customer’s responsibility to purchase the adequate Operating System and licenses and set up the server to meet ShoreTel’s minimum specifications. Additional troubleshooting caused by server issues is outside this Scope and could be a separate billable event.
1.12 Inflow strongly suggests that Customer provide adequate UPS equipment for ShoreTel equipment
1.13 Vendor shall appoint main contact to interface with Customer to provide Administration training to Customer designated personnel.
1.14 Inflow shall designate personnel for Administration training and ensure they are available for training per agreed upon Date and Time.
1.15 Inflow shall appoint main contact to interface with Customer to provide Telephone and Software training.
1.16 Customer shall work with Inflow to provide training facilities, Date/s, Time/s and students for administrative and telephone training.
1.17 Unless otherwise stated, this Scope includes a 1 to 1.5-hour training class for all users, up to four (4) hours for administration training (multiple students can attend), and next-business day cut-coverage services. General user training is conducted onsite with 10 students per class. Additional training required beyond this Scope will be billed at Inflow’s Time and Material rates, including setup and travel time.
1.18 Inflow will demonstrate one (1) Software installation for Customer’s designated user
1.19 Customer will be responsible for all other Software installations for their end users.
1.20 Additional troubleshooting due to Customer-provided computer, tablet, smart device, or headsets could be a billable event.
1.21 Inflow shall provide hardware per sales quote sheet for the project based on the real locations and handset counts given by the Customer. Any increase in the hardware will be considered to be an additional cost for purchase, installation and configuration
1.22 Inflow will program the ShoreTel system based on customer-supplied call-flow and user information during the design process. Additional programming and changes during or after the initial installation could be a billable event.
1.23 Unless otherwise stated, this Scope does not include any custom software development or customer application configuration and troubleshooting.
1.24 It is not Inflow’s responsibility to retrieve old voice messages off of the voicemail system being replaced. It is the Customer’s responsibility to notify users that the old voice messages will become permanently unavailable.
1.25 Unless otherwise specified, this Statement of Work does not include services to troubleshoot or configure customer-owned existing fax servers. Time spent performing these services will result in a billable event.
2. Information Assumptions per Location
2.1 Customer shall provide the persistent availability of a TCP/IP main network that all locations will have connectivity to for IP phones, ShoreTel equipment and/or computers using the Personal Communicator software.
2.2 Customer shall provide any pertinent information in regards to their Network, firewall, Router, diagrams, user information and/or interviews with key staff to ensure timely delivery of product of the ShoreTel system.
2.3 Customer shall provide floor plans for each location. Plans will include jack location, and identification, user/station name, and user/station extension.
2.4 Customer shall populate the Excel Database Collection Workbook and send to Vendor Project Manager as referenced in “What to Expect” Document..
2.5 Customer is responsible for verifying delivery of Telco service(s), if any, and confirmation of turn-up date(s) prior to schedule of installation by Inflow
2.6 Customer shall provide telephone trunk information regarding locations, departments, workgroups and hunt groups, if required, pertaining to respective departments or locations.
2.7 Customer shall identify any analog dial tone to be allocated to location ShoreTel equipment either as a backup to T1 or to be used on an everyday basis. ShoreTel equipment will have been spec’d out per the initial assumption of analog lines and/or devices required.
2.8 Inflow is only responsible for cross-connecting analog lines and extensions into the ShoreTel system at the ShoreTel equipment location. Excessive time spent troubleshooting; configuration, tracing cable, or cabling is outside this Scope.
2.9 This Scope includes up to two (2) hours per site in coordinating, troubleshooting, and turning up carrier services. Excessive configuration, troubleshooting, or delays caused by carrier issues (PRI, SIP trunks, WAN, etc.) is outside this Scope and will result in additional billable hours.
2.10 Customer shall identify call flow for each location.
2.11 Customer shall identify any call groups or workgroups to be configured or created.
2.12 Customer will be responsible for any overhead paging system connectivity for any location if one already exists or is planned to exist in the future.
2.13 Customer shall identify any ancillary device such as door access or security entrance mechanism. This includes their operation and interaction with any other device/s. Inflow is not responsible for old or outdated mechanisms that are unable to work with the ShoreTel system.
2.14 Customer is responsible for onsite technical support of any existing phone equipment if integration with the ShoreTel system is required. Inflow is responsible for ShoreTel configuration of integration only.

SHORETEL CONNECT

1.General Assumptions
1.1 Customer shall adhere to ShoreTel’s minimum requirement document in concern to deploying a VOIP installation.
1.2 At any time during the project, changes in the scope, assumptions, deliverables, or work plan shall follow Inflow’s standard change control procedures as outlined in Change Control section of the SOW (See Attached). Customer must approve all change requests in order for Inflow and or Sub Contractor to proceed with performing the work required by the requested change(s).
1.3 The participation and commitment of the Customer project team during the project will be important to its success.
1.4 Customer shall identify and make available a project contact at each location that will take location ownership of location-related customer tasks.
1.5 Customer shall be responsible for designated personnel that are fully aware of their site and/or department capabilities regarding phone functionality.
1.6 Inflow and/or Sub Contractors, if applicable, may require after-hours access and weekend access to the project locations as determined by schedules and implementation plans. This includes Customer suite along with any MPOE or Telco closet of which will be the responsibility of the Customer to arrange access.
1.7 Customer is responsible for all wiring and power to handset locations.
1.8 Customer is responsible for all wiring from Telco main point of Entry to phone / server closet.
1.9 Unless otherwise stated in this Scope of Work, Customer is responsible for all Local Area Network (LAN), Wide Area Network (WAN), Firewall, and router deployment, design, configuration, and troubleshooting. Additional troubleshooting caused by network issues is outside this Scope and will be a separate billable event.
1.10 Customer understands that placing real-time VOIP or video transmissions across the public Internet or cellular data can result in call quality issues. Customer further understands that this is completely outside the control of Inflow. Additional time spent troubleshooting quality issues because VOIP and video packets are traversing the public Internet or cellular data will result in a separate billable event.
1.11 If Customer is providing servers, it is the Customer’s responsibility to purchase the adequate Operating System and licenses and set up the server to meet ShoreTel’s minimum specifications. Additional troubleshooting caused by server issues is outside this Scope and could be a separate billable event.
1.12 Inflow strongly suggests that Customer provide adequate UPS equipment for ShoreTel equipment
1.13 Vendor shall appoint main contact to interface with Customer to provide Administration training to Customer designated personnel.
1.14 Inflow shall designate personnel for Administration training and ensure they are available for training per agreed upon Date and Time.
1.15 Inflow shall appoint main contact to interface with Customer to provide Telephone and Software training.
1.16 Customer shall work with Inflow to provide training facilities, Date/s, Time/s and students for administrative and telephone training.
1.17 Inflow will demonstrate one (1) Software installation for Customer’s designated user
1.18 Customer will be responsible for all other Software installations for their end users.
1.19 Additional troubleshooting due to Customer-provided computer, tablet, smart device, or headsets could be a billable event.
1.20 Unless otherwise stated, this Scope does not include any custom software development or customer application configuration and troubleshooting.
1.21 Unless otherwise specified, this Statement of Work does not include services to troubleshoot or configure customer-owned existing fax servers. Time spent performing these services will result in a billable event.
1.22 Customer must provide a ShoreTel supported version of VMware for Edge Gateway.
1.23 Customer must provide certificates for the Edge Gateway. Inflow recommends wildcard certificates.