E FAX - PRODUCT SPECIFICATION

Transcription

1 E FAX - PRODUCT SPECIFICATION 1 INTRODUCTION This document contains information on the efax service. information, please contact your Account Manager. If you require more detailed technical Telecom will provide the Customer with the efax broadcast service. This service will result in the outsourcing of all the Customer s Broadcast fax requirements. The solution will require the installation of the efax client software onto user s Desktop PCs. Post sales support will be provided by the efax Helpdesk (available 7am to 7pm Monday to Friday). 2 SERVICE DEFINITION 2.1 Service Overview efax is a computer to fax solution that converts s to faxes. The diagram below provides a conceptual illustration of a standard efax Solution. The customer network is shown on the left of the diagram, and the efax Network on the right. The process for sending a message via the efax service is as follows: The customer creates a message to be sent to the efax service. There are a number of different methods that can be used to create this message. One way is to use the efax client. Once the message is created, it is sent via SMTP to the efax platform. The efax platform then converts the message to a fax or as the case may be. If the message is for an recipient it is delivered via the Internet. If the message is for a fax recipient, then it is delivered via the PSTN (Public Switched Telephone Network). Once delivery/non delivery of a fax job is complete the efax platform will generate a report to be ed back to the sender of the original message, indicating delivery or non-delivery of the fax (if requested). Please note that efax is both a point to point and broadcast outsourced fax solution. PSTN Desktop PC Fax Internet or dedicated circuit efax Platform Firewall SMTP Firewall SMTP Server 2.2 Standard Service Features Save time and money, as well as increase employee productivity. Send information to large audiences quickly and efficiently directly from the PC desktop. Reduce the number of fax machines and lines. Communicate with people who are not yet online. Automate applications to use fax as a delivery service for business documents (for example, purchase orders, invoices, remittance advice and quotes). Exceptionally fast - capable of sending 10,000 fax pages per hour. efax has managed helpdesk support from Monday-Friday 7am - 7pm. 1 July 2005 Telecom NZ Ltd Version 1.0 Page 1 Commercial in Confidence

2 2.3 Service Options Two customised service options have been developed to meet the different messaging needs of customers. Option 1 efax Client efax Client is software that is installed on Microsoft Windows based computer systems, allowing customers to send faxes and s via the efax network, utilising an external connection. Option 2 efax SendService efax SendService is software that is installed on Microsoft Windows computer systems, providing a means for application developers to use the messaging services of the efax Network, utilising an external connection. Components The efax service is comprised of the following components: Customer premises software efax network a) Customer Premises Software efax Client and efax SendService require software to be installed at customer premises on Microsoft Windows based computer systems. b) efax Network The efax Network consists of a centralised computer system, fax communications nodes, and telecommunication links. c) Centralised Computer System The efax computer system receives electronic messages from the sender via . The computer system queue s the message then faxes or s it to the intended recipients as identified in the address list included as part of the sender s message. d) Notification of Delivery Notification of delivery applies only to fax. Notification for delivery of is not currently possible using Internet technologies. The success or otherwise of all fax jobs sent to the efax Network are reported back to the sender via an message. Delivery notifications are ed to the sender once delivery is complete. 2.4 Customer Responsibilities It is the customer s responsibility to: Comply with this efax Product Specification Ensure that everyone the customer is responsible for or that uses this service complies with this efax Product Specification. Correctly inform Telecom of any: Customer requirements for additional capacity that may have an impact on the service. Specific security requirements. Specifications and revision levels of any equipment or software the customer is responsible for in relation to the service. Issues that the customer perceives to be developing over the performance of the service. 2.5 Service Implementation The customer is responsible for the configuration and connection of any computer equipment or equipment not supplied as part of the service. Examples of this are Microsoft Windows based computers and LANs. Upon request, Telecom will provide a quote for undertaking such requirements as part of the overall service implementation. Requirements for operation: PC with one of the supported operating systems, with 6Mb of free disk space and 16Mb of memory connection to the Internet, using a supported system Supported Operating Systems: Windows 95 1 July 2005 Telecom NZ Ltd Version 1.0 Page 2 Commercial in Confidence

3 Windows NT 4.x Windows 98 Windows 2000 Windows XP Supported systems: MAPI enabled systems (Windows Messaging, Microsoft Exchange, Microsoft Outlook) SMTP enabled systems, with a SMTP server accessible from the PC. This includes: Lotus Notes SMTP server Groupwise SMTP server 2.6 Implementation Options The only solution will require the installation of the efax client software onto user s Desktop PCs. 3 SERVICE TARGETS Functional performance targets performance targets of the service itself. Service delivery performance targets performance targets for Telecom s delivery of the service. Provisioning / change performance targets performance targets for Telecom s implementation of and changes to the service. 3.1 Functional Performance Targets Service Attribute Attribute Definition Performance Target Service Availability Hours of operation The efax service is available to send fax and documents on a 24 hour, 7 day basis. Routine Delivery Timeframe for routine delivery of a fax Telecom aims to complete delivery of routine fax jobs within two hours of receipt at the efax Network. Urgent Delivery Urgent fax jobs take priority over routine deliveries. Telecom aims to complete delivery of urgent fax jobs within 30 minutes of receipt at the efax Network. Bulk Delivery Urgent Faults Bulk deliveries are those fax jobs sent to more than 300 recipients, or containing more than 900 fax pages to be transmitted (e.g. 5 pages to 200 recipients = 1000 fax pages). Deliveries above this threshold are automatically handled as bulk deliveries, regardless of the assigned/requested delivery priority. An urgent fault is a fault that the customer determines may have a severe impact on the customer s business and which the customer has reported as an urgent fault. Where the customer determines that a fault is urgent, the customer must leave a contact person s name and telephone number and make sure the contact person is available to be contacted by Telecom during the Broadcasts to large numbers of recipients are handled separately from the routine and urgent deliveries. Bulk deliveries are transmitted as and when network capacity allows. This means all urgent and routine deliveries take priority over bulk deliveries. Bulk deliveries commence only when the urgent and routine delivery queues are empty. They are interrupted if any new urgent or routine fax jobs arrive, and delivery is not recommenced until the urgent and routine queues are empty again. After the customer reports a fault, Telecom will contact the customer to confirm that restoration activity is under way. The response time targets, during normal efax Service Centre hours (7am - 7pm, Mon Fri, excluding public holidays), between reporting a fault to Telecom and confirmation to the customer that restoration is underway within 30 minutes of fault reporting. For faults that can be resolved centrally from the 1 July 2005 Telecom NZ Ltd Version 1.0 Page 3 Commercial in Confidence

4 whole time the fault is fixed. efax Service Centre, resolution within 2 hours. Other Faults - Service Restoration time Where a fault is directly related to a network failure affecting other Telecom efax customers, Telecom will update the customer as soon as it reasonably can, but not necessarily every hour. After the customer reports a fault, Telecom will contact the customer to confirm that restoration activity is under way. The response time targets, during normal efax Service Centre hours (7am - 7pm, Mon Fri, excluding public holidays), between reporting a fault to Telecom and confirmation to the customer that restoration is underway within 60 minutes of fault reporting. For faults that can be resolved centrally from the efax Service Centre, resolution within 8 hours. For all faults requiring on site attendance within major metropolitan areas (Within 30 kilometres of the centres of Auckland, Wellington), resolution within 8 hours, unless otherwise agreed. All faults requiring on site attendance outside major metropolitan areas will be resolved as agreed. 3.2 Service Delivery Performance Targets Delivery Scheduling Delivery performance applies only for delivery of fax from the efax Network. Where is ultimately delivered via the Internet, delivery performance cannot be accurately measured nor guaranteed. Within each delivery group (urgent, routine or bulk), delivery of fax jobs is on a first in first out (FIFO) basis. Service Attribute Attribute Definition Service Target Immediate Delivery Delivery time of fax Unless requested otherwise (see other scheduling options), all efax deliveries will be queued for delivery as soon as they arrive at the efax computer system. Deferred Delivery Delivery Retries Users may choose to defer their messages to a specified time in the future. efax retries all unsuccessful fax delivery attempts up to five times. Nominated delivery go times of up to three days in advance may be specified. The actual number of retries will depend upon the responses received from the recipients fax machines. 3.3 Provisioning/Change Targets Service Attribute Maintenance Attribute Definition efax is a service that requires little on-going maintenance under normal circumstances. Telecom will give the customer five Business Days notice of any planned maintenance that will result in a service outage. Service Target Outages are normally scheduled for the early hours of the morning to minimise any potential inconvenience to users. 4 STANDARD FEES AND INVOICING 4.1 Invoicing Fees for efax include the following: Set Up Fees 1 July 2005 Telecom NZ Ltd Version 1.0 Page 4 Commercial in Confidence

5 Fixed Monthly Fees efax Transmission Rates 4.2 Moves Adds and Changes (MACs) MACs are moves (including relocation), additions or configuration changes to Telecom owned equipment (including database configuration change, but excluding significant physical change), that are requested by the customer in relation to the service. MACs that can be implemented centrally from the efax Service Centre will be implemented within 2 Business Days of receipt of request. All other MACs will be implemented within 15 Business Days of receipt of request, unless otherwise agreed. Definitions: Moves and Adds: are relocations of or additions to site connections or terminating equipment that require Telecom attendance at a customer's site. Configuration Changes: Configuration Changes are changes to any service parameters that are carried out remotely by Telecom without requiring attendance at a customer's site. Complex MACs: Telecom and the customer will treat complex MACs as a project for which a timetable and charges will be agreed. Service Hours: All MACs will be carried out at Telecom's discretion during the agreed service hours. There is an additional charge for implementing MACs at a specific time requested by the customer. MAC Fees Description Fee Remote MACs During normal service hours No charge On Site Visits for MACs: During normal service hours (min 2 hours) $ per hour Service Options Personalised Cover Page Set-Up $ Amendments $ Redesign $ Subsequent Training $95.00 per hour Overlay Forms Set-Up $ Amendments $ Redesign $ Customisation with current internal database By quotation 1 July 2005 Telecom NZ Ltd Version 1.0 Page 5 Commercial in Confidence