London – MX800 Room
PWD-L10-MX800-ST60
List Price: $11,000.00
SLA Price: $1,100.00/year (Other options available – See Appendix B)
Statement of Work (SoW)
Project Summary
RoomReady will install the following equipment in the specified locations:
RoomReady Product Qty Installation Location
Input Video Scaler 1 Mounted under table
Monitoring Controller 1 Mounted in MX800
Partner Provided Product Qty Location
Telepresence MX800 1 Wall-mounted unless otherwise specified
MX800 Mounting Kit 1 Wall-mount kit for MX800
Touch Panel (included in MX800
SKU) 1
Set on top of table. Cable run through the floor
box with video scaler cable
Ceiling Microphone 2 Mounted to mic mounting kit
Mic Mounting Kit 2 Mounted on ceiling
Owner Furnished Equipment (OFE) Qty Location
Coordination Details
Primary User Interface Cisco Touch 10 – See Appendix A for functional narrative
of control system
Audio Conferencing Through owner-furnished Cisco call manager configured
by IT partner
Video Infrastructure Through owner-furnished Cisco infrastructure configured
by IT partner
Project Timeline
PO Date
On-site Start
On-site Finish
1st Use
Working hours on-site
Products and Services
RoomReady will provide the following products as part of the delivery of the RoomReady system.
RoomReady Product Qty Description
Input Video Scaler 1 VGA/HDMI switcher/scaler
Monitoring Controller 1 Room monitoring appliance for RoomReady
monitoring portal
RoomReady will provide the following services as part of the delivery of the RoomReady system.
RoomReady Service Description of Service
Project Management
RoomReady will provide full project management for the
duration of the project. This will consist of the following
components:
1) Project manual
2) Project meetings
3) Meeting minutes
4) Project communication
5) Project coordination
6) Project documentation organization & delivery
7) Project closeout
Off-site Staging RoomReady will fully stage the project off site for maximum
efficiency and quality assurance
On-site Installation
RoomReady will provide the following services on site:
1) Wire/Cable installation
2) Physical installation of all specified components listed
in the project summary.
3) Waste disposal of all waste and debris created by the
RoomReady installation staff
Programming
RoomReady will provide the following programming /
configuration services in a combination of on-site / off-site /
remote installation:
1) Configuration of all endpoints with default
configuration provided by the customer or IT partner
2) Programming of room control system
System Commissioning
RoomReady will commission the system to industry standards
and provide a report verifying all system functionality and
room conditions upon a successful installation. See Appendix
C for commissioning report details.
End User Training
RoomReady will provide end user training on the following
functions:
1) Placing an audio call
2) Receiving an audio call
3) Placing a video call
4) Receiving a video call
5) Starting a presentation outside of a call
6) Started a presentation inside of a call
7) Adding an audio call to a video call
8) Proper microphone etiquette
Managed Service Description of Service
SLA Level - Corporate Corporate – Service & Materials
Remote Monitoring Remote monitoring dashboard for room health, functionality,
and usage
Terms and Conditions
Hours of Operation Service
Standard On-Site Installation Monday – Friday 7:30AM – 5:00PM Local time – Excluding
holidays
RoomReady Office Hours Monday – Friday 8:00AM – 5:00PM CST – Excluding holidays
RoomReady Service Desk Monday – Friday 6:00AM – 10:00PM CST – Excluding holidays
Customer Requirements Service
Building Access
Customer must provide access to the building and all
equipment rooms, as well as all areas required for complete
equipment and cable installation.
Waste Removal Customer must provide location or policy for waste removal of
boxes, debris, and scrap cable on site.
Other Trades / Facilities
All work provided by on-site facilities or other contractors
must be complete before RoomReady is scheduled to be on
site. This includes, but is not limited to, any electrical work,
data communications work and/or any room remediation.
Room must be construction clean (dust and debris free) prior
to scheduled installation date.
Parking Customer must provide parking accommodations for
RoomReady vehicles for the duration of the project.
Owner Furnished Equipment
(OFE)
Customer must have all OFE equipment on site at the start of
the project. All equipment must be tested and verified in good
and working order prior to RoomReady integration.
RoomReady provides no warranty or product support on OFE
unless otherwise noted in the SLA.
IT Support
Customer must provide IT support for the customer’s network
for the duration of the project to the RoomReady staff. This
includes but is not limited to internet access, integration of
endpoints with infrastructure, and general network support.
Cancellation/Rescheduling RoomReady Action
Customer Readiness
RoomReady reserves the right to charge up to $175/hr. per
on-site staff member in the event the Customer site is not
ready for installation at the agreed upon on-site installation
start date. This includes, but is not limited to:
1) Customer’s failure to complete identified action items
prior to implementation
2) Availability of essential customer personnel
3) Readiness of Customer’s network
4) Physical access to the facilities
5) Any other material readiness issues on the Customer’s
part.
Rescheduling
RoomReady reserves the right to charge up to $5,000 in
rescheduling fees for projects that are rescheduled within 7
days of the agreed to and scheduled on-site start date. This
can include projects where RoomReady arrives to the site and
determines the Customer is not “ready” per the definition
given in Customer Readiness, or in Customer requirements.
Cancellation
RoomReady reserves the right to invoice and collect for all
materials and services purchased or consumed by RoomReady
prior to the cancellation date up to 100% of the project
agreement.
Additional Fees RoomReady Action
Customer Readiness/
Rescheduling/Cancellation
Additional fees will be added per the terms and conditions
listed above in the Cancellation/Rescheduling section.
OFE
RoomReady reserves the right to charge additional fees for
any additional parts and labor required to integrate OFE, that
were not reasonably foreseen prior to installation. (Ex: OFE
equipment is not functional, or new OFE equipment is
presented at site that has not previously been documented as
part of the system.)
Expedited Shipping
RoomReady reserves the right to charge additional shipping
fees for products that require expedited shipping to meet a
specified timeline, or for equipment that fails during the
course of installation.
Overtime / Holiday Time
RoomReady reserves the right to charge overtime and double-
time on projects that require work to be performed outside of
normal working hours.
Additional Insurance
Requirements
RoomReady has a standard $3M blanket insurance policy. Any
additional insurance required by the Customer may incur an
additional cost for this site / customer specific insurance
policy.
Field Conditions
RoomReady reserves the right to charge additional fees if site
conditions are considerably different from what has been
determined by pre-project meetings, or requires significant
deviation from a standard installation.
Project Completion
Requirements RoomReady Action
Customer Training Upon successful customer training, the room is said to be
functional and the project is said to be complete.
First Use
The system is said to be complete if the customer uses the
system prior to RoomReady having the ability to train the
Customer on the system.
Grace Period
The customer has 7 days from the date of completion to
inspect and use the system. If there are problems found in
the grace period, RoomReady will come back to correct them
at no cost to the customer.
System Documentation
Within 2 weeks of the completed installation, RoomReady will
electronically deliver or make available all system closeout
documentation:
1) Commissioning Reports
2) As-Built Drawings
3) Training Materials
4) Warranty Information
5) SLA Information
Warranty Information
Warranty Item Term
Standard Term 90 Days
Warranty Start Date Completion date as defined in Terms and Conditions
Labor
All labor is fully warranted by RoomReady for the duration of
the project warranty. This includes:
1) Installation workmanship
2) Programming source code
3) All labor required for materials warranty during the
warranty term of the project.
Materials All materials will be warranted according to the individual
manufactures’ warranty policies
SLA Service level agreements supersede all other warranty
documents.
Financial Terms and Conditions
Total Materials Price $6,600.00
Total Labor Price $4,400.00
Total Tax TBD – Based on Location
Total Project Price $11,000.00
SLA Level Corporate – Service & Material
SLA Annual Cost $1,100
SLA Annual Renewal Date Set at Project Completion
Payment Terms for Credit
Card Transaction Credit Card Charged at Time of Sale
Total Contract Amount $12,100.00
______________________________________________ _________________ Room Ready Authorized Signature Date ______________________________________________ _________________ Printed Name Title ______________________________________________ _________________ Customer Authorized Signature Date ______________________________________________ _________________ Printed Name Title
Appendix A DESCRIPTION OF FUNCTIONALITY
To use this room, a user would come into the room and locate the Cisco touch
panel on the presentation furniture (table or desk) and tap the screen. This will wake the
system up and will turn on the display.
The user will then be presented with the following options:
1) Call
2) Share
3) Camera control and settings
If Option 1 “Call” is selected:
The touch panel will provide a window with the options to find or provide a
number or address to call the desired destination or person. This selection and
confirmation will then start a video conferencing call through the system.
If a presentation is required within a video call, the user must connect their laptop
to the provided laptop connection in the presentation furniture, and make sure
that the computer has been set to provide video through that connection on the
computer. The system will automatically switch between the analog and digital
source as determined by the connections of the device, and will scale the video
signal to 1920 x 1080p maintaining the provided aspect ratio (shape) to the
presentation system.
When the user indicates that desire to present the connected presentation device
(laptop), the signal will be windowed onto the local screen and also be presented
to the far end system(s).
At the end of the call use the control panel to end the video call. The system will
stay on while the codec is still in the on and “wake” state.
Next, you can use your laptop and option 2 to feature a presentation on the local
screen along with system(s) connected to your call.
Use the control panel to end the video call. The system will stay on while the
codec is still in the on and “wake” state.
If Option 2 “Share” is selected:
The touch panel will provide a window that shows the available inputs and
connections on the OFE provided video-conferencing codec. RoomReady will
connect the laptop connection to the input labeled “PC.” To present inside or
outside of a video call, the user will simply need to select this source and touch
the green “present” button. If the user is not in a video call this will present the
attached computer to the full screen size provided in the room, and the user can
stop the presentation by pressing the “stop presentation” button.
This procedure will also work if the user is in a video conferencing call. The
presentation will simply be added to the screen in a window and the codec will
resize the far end video to fit both images on the screen. The user can then
change the layout through options provided on the touch panel.
If Option 3 “Camera Control and Settings” is selected:
This will provide the user options to control the camera and change other
codec settings as defined by the operation of the Cisco user interface.
Room volume will be controlled by the volume buttons on the side of the
Cisco touch panel.
To manually shut the system off, the user will simply touch the “standby” button
in the upper left corner of the touch panel. This will put the entire system into a
standby mode.
The system will automatically shut down when the codec goes into a “standby”
or “sleep” state triggered by inactivity setting configured in the codec.
The system will automatically wake and turn on when the codec is brought out
of the standby state by either the user touching the touch panel described
above, or if the codec receives a call and is set to auto-answer in the codec
configuration.
ROOM REQUIREMENTS
In order for this system to be installed the room must have the following
infrastructure in place prior to installation:
1) A dedicated 20A power outlet installed at the specified TV location
2) A data connection provided at the same TV location that will have access
to the required network to place and receive video conferencing calls.
3) Adequate structural support in the wall to hold the display and other
components of the system. (up to 200 lbs).
4) A cable pathway that is available and continuous from the display location
to a floor box location under the presentation furniture.
5) Power available at the floor box location under the presentation furniture.
6) The ability to mount small equipment to the underside of the presentation
furniture.
7) A pathway (hole with grommet) from the underside of the presentation
furniture to the presentation furniture surface.
DELIVERABLES
RoomReady is providing the following tangibles to the customer for the scope of
work described above:
1) Complete and functioning system in adherence to the description
given above.
2) System documentation including all system drawings and product
manuals.
3) System commissioning report to ensure system performance and quality.
4) System training
5) 90-day warranty
Appendix B – Service Level Agreement (SLA)
Impact Definition
Impact refers to the business impact of the system impacted. The initial impact is pre-defined from
the alerting tool, based on the type of alarm received or Client request.
There are three categories of impact:
1. High: Incident affecting an entire site or multiple sites.
2. Medium: Incident affecting multiple users.
3. Low: Incident affecting one or few users.
Urgency Definition
Urgency is the extent to which the incident’s resolution can bear delay. The initial urgency is pre-
defined from the alerting tool, based on the type of alarm received or Client request.
RoomReady Incident and Problem urgency and corresponding priority levels are defined as follows:
1. High: Full service outage of a critical system or VIP is affected, requires urgent
response.
2. Medium: Client’s ability to function is partially impacted, requires the SDC to respond
as soon as possible.
3. Low: No impact on the Client’s ability to function; is more informational in nature and
a response is not critical.
RoomReady retains the case priority even if there is a reduced severity of impact until incident
resolution. The case may be left open for a prescribed period while operational stability is being
assessed.
The incident ticket shall be closed by RoomReady or Client upon validation of issue remediation and
the CI’s return to operational stability.
Complete detail for open and closed tickets resides on the Client Portal and is used to support
incident management and problem management processes.
Incident Priorities
IMPACT
High Medium Low
URGEN
CY
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P4
Priority Levels
Level Description
P1 / Critical Systems at one or many Client sites are completely unavailable. Affected
systems cause significant business impact.
P2 / High Systems at one or many Client sites are partially unavailable. Affected systems
cause some business impact.
P3 / Medium Operational performance of Client sites is impaired while most business
operations remain functional.
P4 / Low Client is requesting information or a logical change that is covered under their
service agreement.
Agreement Levels
Priority Level
Enterprise – 24/7/4
Respond Remote Resolution
Path On-Site
Equipment
Delivery
P1 Incidents
(Critical) 10 minutes 30 minutes 2 hours 4 hours 24 hours
P2 Incidents
(High) 30 minutes 1 hour 4 hours 24 hours NBD
P3 Incidents
(Medium) 1 hour 4 hours 8 hours NBD 1 week
P4 Incidents
(Low) 4 hours 8 hours NBD 1 week 2 weeks
Priority Level
Corporate – 8/5/NBD
Respond Remote Resolution
Path On-Site
Equipment
Delivery
P1 Incidents
(Critical) 15 minutes 30 minutes 2 hours NBD 2 BD
P2 Incidents
(High) 30 minutes 1 hour 4 hours 2 BD 1 week
P3 Incidents
(Medium) 1 hour 4 hours 8 hours 1 week 2 weeks
Priority Level
Corporate – 8/5/NBD
Respond Remote Resolution
Path On-Site
Equipment
Delivery
P4 Incidents
(Low) 4 hours 8 hours NBD 2 weeks 4 weeks
Priority Level
Commercial – 8/5/NBD
Respond Remote Resolution
Path On-Site
Equipment
Delivery
P1 Incidents
(Critical) 30 minutes 1 hour 4 hours NBD 2 BD
P2 Incidents
(High) 1 hour 2 hours 8 hours 2 BD 1 week
P3 Incidents
(Medium) 4 hours 8 hours NBD 1 week 2 weeks
P4 Incidents
(Low) 8 hours NBD 2 BD 2 weeks 4 weeks
Respond is the amount of elapsed time between Client initiations of an issue, or the time
RoomReady Managed Services detects a fault, and the time RoomReady Managed Services creates an
incident report and alerts Client that an incident has been created.
Remote is the amount of elapsed time between Client initiations of an issue, or the time RoomReady
Managed Services proactively detects a fault, and the time an assigned RoomReady Managed
Services technician connects to the system, or otherwise contacts Client, and begins remote diagnosis
and troubleshooting.
Resolution Path is the amount of elapsed time between the initial RoomReady Managed Services
incident report creation, and the RoomReady Service Desk determination of an initial resolution path.
On-Site is the amount of elapsed time between when RoomReady Managed Services have
determined that all remote resources have been exhausted, and an on-site presence is required to
bring the issue to resolution.
Equipment Delivery is the amount of elapsed time between when RoomReady Managed Services
have determined that equipment is required for resolution and the time the equipment will arrive on-
site.
Client Management Portal
RoomReady Managed Services includes a Web-based Management Portal. The Client Portal is
remotely accessible by Clients and provides access to key information and services with respect to
their managed services. Capability includes:
Facilitating communication with the RoomReady Service Desk, including request management.
Viewing progress of service activities and the level of service being delivered.
Viewing, creating, and updating incident tickets and change requests.
Instructions to access and navigate the portal are provided in the remote training session during
Service Transition.
Monitoring
The Monitoring Service includes monitoring and notification coupled with our 18x6x312 Service Desk
to provide identification and incident remediation. The CIs are monitored using either a site-to-site
Virtual Private Network (VPN) connection or via a dedicated connection provided by the Client.
The Monitoring Service requires installation of the RoomReady Data Collection Appliance (DCA) on
the Client network. Each DCA has a monitoring script loaded to monitor and interact with the system.
The DCA is installed on the Client premises on a single subnet configured with Secure Socket Layer
(SSL) tunnel to the RoomReady Monitoring Framework.
Monitoring Incident Notification
Incident notification informs the customer that an Incident has been recorded. RoomReady utilizes
the following communication methods to notify the Client of incidents, per policies defined in the
Run Book during Service Transition:
Electronic mail (email)
Phone Call: (If required – P1 Critical)
To Client Site Contact
Auto-generated notifications to:
Client Service Desk
Client contacts (if desired)