ENTERPRISE IP TELEPHONY - PRODUCT SPECIFICATION

Transcription

1 ENTERPRISE IP TELEPHONY - PRODUCT SPECIFICATION 1. INTRODUCTION This document contains information on the Equipment IP Telephony Service. If you require more detailed technical information, please contact your Account Manager. 2. GLOSSARY 2.1 Terms Call Processor - The central IP telephony switch that controls all call connections and manages all calls, also known as an IP-PBX or a Call Manager. Customer Located Network Equipment - The WAN network end-point routers located onsite at a customer s premises. H H.323 is a standard that provides call control for point-to-point and multipoint conferences for audio, video and data communications including IP Telephony. Service End-Points - The physical demarcation points for the Enterprise IP Telephony service, which are the physical Ethernet LAN ports on each piece of infrastructure that forms part of the Enterprise IP Telephony service. Session Initiation Protocol (SIP) - SIP is a control protocol that initiates and terminates single- or multi-media communications sessions between two or more participants. SIP is commonly used as an IP Telephony control protocol. 2.2 Abbreviations CLNE Customer Located Network Equipment (i.e. the WAN routers onsite) CDR Call Detail Records CoS Class of Service MOS score Mean Opinion Score, a voice quality metric on a scale from 1 to 5, in which 5 represents excellent and 1 represents unacceptable. QoS Quality of Service VoIP Voice over Internet Protocol 3. STANDARD PRODUCT FEATURES 3.1 IP Telephony System The IP telephony system at the heart of the Enterprise IP Telephony service has the following main characteristics: 1. Selected - The customer selects the make and model of IP telephony system used to provide the customer s Enterprise IP Telephony service, based on a list of IP telephony systems offered by Telecom for use in the Enterprise IP Telephony service. The list currently includes Cisco AVVID and Nortel Succession systems. The IP telephony system selected by the customer is identified in the customer s Service Schedule for Enterprise IP Telephony. The scale, scalability, features and performance available to the customer are mainly determined by the manufacturer s specifications for the IP telephony system selected by the customer. 2. Dedicated - The selected IP telephony system is entirely for the customer s own use and is fully and exclusively dedicated to the customer. 3. Configured Telecom configures the selected IP telephony system to meet the customer s solution design requirements and Telecom's design policy. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 1 Commercial in Confidence

2 4. Onsite Telecom installs the selected IP telephony system at the customer s nominated premises, typically the customer s Head Office or Data Centre. 5. Leased Telecom owns the selected IP telephony system and provides it to the customer as part of the Enterprise IP Telephony service. Call Processing The core of the IP Telephony system is the Call Processor, for which various terms are used including Call Manager, IP-PBX and Call Controller. The core IP telephony system can be augmented and extended using one or more of the Product Options specified in Section 4. Call Signalling Call signalling within the IP network associated with the Enterprise IP Telephony service may use H.323, SIP (Session Initiation Protocol) or other appropriate protocols, subject to the customer s solution design requirements and Telecom's design policy. Technology Telecom and the customer jointly determine the most appropriate IP telephony system components required to meet the customer s enterprise telephony requirements, based on information provided by the customer and on Telecom s solution design input. Associated with the IP telephony system selected by the customer, Telecom may elect to use any technology or equipment that enables the Enterprise IP Telephony service to meet its functional performance specifications, and may replace or substitute any technology or equipment with other similar technology or equipment at any time. Security The Enterprise IP Telephony service has a number of security mechanisms designed to protect it from misuse or attack, including: 1. Management integrity Management access to the customer s IP Telephony system is subject to physical and logical controls, as set out in Section Address integrity The IP Telephony system will only recognise and accept specified customer IP addresses, which may only be connected via the physical connection number that is specified for that IP address. 3. Packet integrity The IP Telephony system monitors the integrity of IP telephony packets and is designed to drop malformed packets. 4. Reset integrity IP Telephony system elements are designed to recover from device resets in a secure state using the last known good configuration. 3.2 Self-Service Utilities Administrators The IP telephony system is equipped with a web-based administrator self-service utility that enables the customer s delegated administrators to perform the following activities: Add and remove IP telephony users, up to the maximum user capacity of the selected IP Telephony system. Administer user details (e.g. extension number, directory listing), and user groups. Perform asset administration (e.g. recording serial number, type and physical location of each connected phone). Access and review any Enterprise IP Telephony service reports that Telecom may provide in an online electronic format. The administrator functions that are available via this utility will evolve as time passes. Users The IP telephony system is equipped with a web-based user self-service utility that enables the customer s authorized users to set user-configurable preferences such as speed dial buttons and call forwarding. The user settings that are configurable via this utility will evolve as time passes. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 2 Commercial in Confidence

3 3.3 Extension Numbering The Enterprise IP Telephony service requires an extension numbering plan, which can be provided as follows: Standard Plan - Telecom can use the customer s standard extension numbering plan, or for an additional fee can implement a standard numbering plan. Custom Plan - Telecom can use a customer-designed custom numbering plan, provided it is suitable for use with the selected IP Telephony system, or for an additional fee can design and implement a custom numbering plan. 3.4 IP Addressing Subject to the customer solution design, the customer may elect to use of one of the following IP address ranges for the Enterprise IP Telephony service: Private IP Addresses Telecom can use a private address range allocated by the customer, provided that none of the private IP addresses may conflict with IP addresses reserved by Telecom for its service delivery and management purposes. Public IP Addresses Telecom can use a public address range registered to the customer, and for an additional fee can apply for registered IP addresses on behalf of the customer. Telecom recommends that the IP address range used for the Enterprise IP Telephony service is separate from any IP address ranges used for other IP devices such as PCs. 3.5 Upgrades During the term specified in the customer s Service Schedule for Enterprise IP Telephony, Telecom performs upgrades to the protocols, features, software and hardware listed in the Service Schedule that form part of the customer s Enterprise IP Telephony service, on the following basis: Maintenance Upgrades - Telecom will apply maintenance upgrades during the manufacturer s specified service life of the IP telephony system, at no charge to the customer. Telecom retains the right to apply maintenance upgrades when required to keep the IP telephony system at currently supported revision levels. Enhancement Upgrades - If the customer requests enhancement upgrades, for example additional telephony features, Telecom will apply these upgrades in accordance with the customer s solution design requirements and Telecom's design policy, and additional fees will apply for design, implementation, and configuration, plus ongoing operation and maintenance of the enhancement upgrades installed. 4. PRODUCT OPTIONS 4.1 General The customer may select one or more of the Product Options listed below as part of their Enterprise IP Telephony service. Any product options that apply to this agreement, and their related fees, are listed in the Customer s Service Schedule for Enterprise IP Telephony. Telecom will provide the selected options on the following basis: Fees Product options incur design, implementation, integration and monthly fees that are additional to the fees for the standard Enterprise IP Telephony service. Management Product options are extensions to the standard Enterprise IP Telephony service, and as such the management activities set out in Section 5 also apply to any selected options unless otherwise specified. Where a selected option includes components for the customer s IP telephony system, for example voice messaging, unified messaging, gateways etc, Telecom will provide these components on the following basis, unless otherwise specified in the definition of the product option: Core IP Telephony System Telecom will provide optional components for the customer s IP telephony system on the same basis as the core IP telephony system is provided, as set out in Section 3. Selection of Optional Components By default, optional components will be part of the selected Call Processor manufacturer s family of IP telephony products where these are suitable, or otherwise 1 May 2005 Telecom NZ Ltd Version 1.0 Page 3 Commercial in Confidence

4 will be Telecom s preferred components. The customer may select alternative components, subject to the customer s solution design requirements and Telecom's design policy. Integration with Call Processor Telecom will integrate the selected optional components with the selected Call Processor, subject to the customer s solution design requirements and Telecom's design policy. Integration with Other Systems - Telecom will integrate the selected optional components with other optional components and potentially with other systems outside the Enterprise IP Telephony service, such as LDAP directories, messaging systems and other messaging systems, provided it is feasible and economic to do so, subject to the customer s solution design requirements and Telecom's design policy. Management Control - Telecom requires exclusive management access to and control of optional components that are provided as part of the customer s Enterprise IP Telephony service. 4.2 High Availability In this option, instead of using the standard single Call Processor, a second Call Processor is provided as a means to increase overall availability of the Enterprise IP Telephony service. Some optional items such as the Voice Messaging system can also be duplicated. 4.3 Voice-Enabled WAN CLNE In this option, if the customer s existing WAN does not have voice-enabled CLNE, Telecom replaces the existing CLNE with voice-enabled CLNE and manages the voice-enabled CLNE on an ongoing basis as part of the Enterprise IP Telephony service. If the provisions of the customer s WAN service agreement permit it, the voice-enabled CLNE may either be owned by Telecom or purchased by the customer. 4.4 Voice-Enabled LAN Switches In this option, if one or more of the customer s existing LANs do not have voice-enabled LAN switches, Telecom replaces the existing LAN switches with voice-enabled LAN switches and manages the voiceenabled LAN switches on an ongoing basis as part of the Enterprise IP Telephony service. The voice-enabled LAN switches may either be owned by Telecom or purchased by the customer. 4.5 Voice Messaging In this option, Telecom provides a voice messaging system and integrates it with the selected Call Processor, and with other optional components and potentially other systems outside the Enterprise IP Telephony service, such as LDAP directories, messaging systems and other messaging systems. 4.6 Unified Messaging In this option, Telecom provides a unified messaging system and integrates it with the selected Call Processor, and with other optional components and potentially other systems outside the Enterprise IP Telephony service, such as LDAP directories, messaging systems and other messaging systems. 4.7 Gateways In this option, Telecom provides one or more telephony gateways between the selected Call Processor and legacy telephony systems such as the PSTN and/or the customer s legacy PBX system. 4.8 IP Phones In this option, Telecom provides IP phones for use in the Enterprise IP Telephony service. The IP phones are generally required to be selected from models provided by the manufacturer of the core IP telephony system. Telecom can also provide interface devices for legacy analogue devices such as telephones or facsimile machines. A list of supported IP phones is provided in the customer s Service Schedule for Enterprise IP Telephony. The customer may select IP phones that are not on that list, provided that Telecom agrees in writing, and subject to any conditions Telecom may impose. The customer may also install and use software based telephones on the customer's computers, in which case Telecom will endeavour to provide reasonable support for such phones and additional support fees will apply. It is the customer s responsibility to ensure that it has all necessary licences to install, and for Telecom to support, these telephones. Note: The Enterprise IP Telephony service is intended for voice IP telephone calls, and other devices (such as fax machines) may be limited in their operation. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 4 Commercial in Confidence

5 4.9 Operator Consoles In this option, Telecom provides additional operator consoles beyond the number supplied as standard by the manufacturer of the core IP telephony system Music On Hold In this option, Telecom provides music on hold equipment and integrates it with the selected Call Processor Contact Centre In this option, Telecom provides contact centre functionality and integrates it with the selected Call Processor Customisation The Enterprise IP Telephony service may be customised to suit individual customer requirements. This typically requires individual discussion, design and pricing between the customer and Telecom Voice Services 1 In this option, in conjunction with the EIPT service, Telecom provides a suite of voice services selected by the customer from the following list: (a) Access circuits to the public switched telephone network (PSTN): Analogue High capacity Direct Dial In (DDI) Digital Trunk Interface (DTI) ISDN basic/primary rate access (b) Standard PSTN calling services: Local calls National toll calls International toll calls PSTN to Cellular calls Telecom 0800/0900 calls International 0800 calls (c) Enhanced calling services: Voic Message services Answer services Fax bureau Mobile extension/diversion (d) Video conferencing (e) Centrex (f) Voice Virtual Private Networks (g) Voice access circuits to Telecom data networks The voice services selected by the customer are specified in the customer s Enterprise IP Telephony Service Schedule. 5. SERVICE MANAGEMENT Enterprise IP Telephony is fully managed by Telecom on behalf of Enterprise IP Telephony customers. This process is called Active Management, and is based on round-the-clock active monitoring of both infrastructure and service performance by a team of Telecom professionals. Active management also includes reporting to Enterprise IP Telephony customers on key performance and service metrics. 1 The provisions of Section 4.1 and Section 5 do not apply to Voice services. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 5 Commercial in Confidence

6 5.1 Active Monitoring Enterprise IP Telephony service management provides both remote and physical management of the devices that make up the Enterprise IP Telephony infrastructure, including optional infrastructure provided as part of the customer s Enterprise IP Telephony service. The core of Enterprise IP Telephony service management is an array of monitoring and regular polling devices that are located throughout the Enterprise IP Telephony infrastructure, together with alertgenerating utilities associated with IP telephony management systems. These devices and utilities are connected back to a central management facility, typically using SNMP or MIB protocols, and are designed to detect and escalate faults, to detect when thresholds are exceeded, and to determine the status of Enterprise IP Telephony service components. The monitoring points, polling intervals, time-outs, and alarm thresholds can be optimised to provide the most effective monitoring system. The Enterprise IP Telephony monitoring system is active around the clock, and provides the basis for proactive problem detection and alarm generation when pre-set thresholds are exceeded or error conditions are detected, followed up by resolution and when required, escalation of issues. Conditions that may lead to potential service disruptions are logged at the Telecom management facility, and corresponding trouble tickets are generated. Where appropriate, Telecom responds to alarms by beginning corrective action. As part of the Enterprise IP Telephony service management, Telecom will actively monitor: Call Processor Health - Call Processor application and server platform. Call Processor Statistics - Statistical threshold violations for elements visible from the Call Processor application. Messaging Health - Health information for Voice Messaging and Unified Messaging applications and server platforms where information such is available. Messaging Statistics - Statistical threshold violations for elements visible from the Voice Messaging and Unified Messaging applications, where such statistics are available. Component Health - Availability, LAN port status, trunk status and performance monitoring of optional devices, such as WAN CLEN, LAN switches, and Gateways. 5.2 Active Customer Notification Telecom provides Enterprise IP Telephony customers with active notification via SMS and of the progress of service-impacting alarms and calls logged by customers. The specific points at which Telecom provides active notification are: Alarm notification notifying that a service-impacting alarm has occurred. Initial restoration notifying that initial diagnosis is completed and estimating the restore time. Progress updates regularly notifying the status of service restoration activity. Service restoration notifying that service has been restored. The target timeframes for these notifications are set out in Section Requests and Faults Help Desk Telecom provides Enterprise IP Telephony customers with a priority help desk facility that provides a single point of contact to knowledgeable staff for all customer service issues. The Telecom help desk logs and initiates work on action requests and fault calls that are logged by the customer or that arise out of the active monitoring process. The Telecom help desk provides first-line resolution of requests and faults, and maintains ownership of all logged issues through to resolution, including interaction with any Telecom, customer or third party people working to resolve issues requiring second-line or third-line resolution. The performance of the help desk in receiving, addressing and resolving customer requests and fault calls is set out in Section May 2005 Telecom NZ Ltd Version 1.0 Page 6 Commercial in Confidence

7 Faults All faults that may occur will be directed to the Telecom help desk in the first instance. The help desk will enter the fault details into the fault system and will give the customer a unique fault sequence number for referencing during the fault rectification progress. In most cases the fault will be capable of resolution remotely using network access and fault rectification tools. In cases where remote rectification is not possible, Telecom staff or designated agents will be dispatched to site to resolve the difficulty, either by rectification or by replacement. Once a fault is cleared the fault reporting officer will be contacted to confirm that the service is fully operational and available for use. MAC Requests The Enterprise IP Telephony service provides two free simple MACs (Moves, Adds and Changes) per month. All other MACs are chargeable. 5.4 Infrastructure Management A key function of Enterprise IP Telephony service management is to manage the Enterprise IP Telephony infrastructure on the customer s behalf. The infrastructure includes the devices that make up the Enterprise IP Telephony infrastructure, including any optional infrastructure provided as part of the customer s Enterprise IP Telephony service, up to the service demarcation points. Infrastructure management provides the second-line and third-line actions related to monitoring, operation and administration, remote restarting, fault rectification, hardware tracking, and the technical and management actions necessary to keep all elements of the infrastructure functioning in accordance with Telecom standards and functional performance targets. 5.5 Infrastructure Maintenance Telecom maintains the components of the IP Telephony system as part of the Enterprise IP Telephony service, as follows: Periodic maintenance checks Telecom performs routine maintenance activities specified by the manufacturer of each component. Maintenance upgrades Telecom applies service releases issued by the manufacturer of each component, as specified in Section 3.5. Enhancement upgrades If the customer requests or agrees to upgrades that add functionality or improve performance, Telecom applies these for an additional charge to be confirmed and agreed prior to Telecom performing the work. Any parts replaced will be new or as good as new. As Telecom owns the equipment that makes up the IP Telephony system, any replaced items are also owned by Telecom. If any equipment becomes unsupported by the manufacturer during the term of the customer s Service Schedule for Enterprise IP Telephony, Telecom will notify the customer and will agree a course of action with the customer. 5.6 Configuration and Change Management All actions that result in infrastructure or configuration changes are carried out in accordance with the standard Telecom change management process. Telecom logs, saves and backs up the configuration settings and version numbers of all Enterprise IP Telephony infrastructure elements. Telecom uses this information to control and implement logical and physical changes to the Enterprise IP Telephony infrastructure for the customer, to ensure that configurations are known, stable, and changed in accordance with the standard Telecom change management process. This configuration information is also used as the basis on which restoration work is done in the event of loss of the working configuration, for example through equipment failure. This approach supports rapid recovery from failures, plus confidence that the restored configuration is correct. 5.7 Security Management Enterprise IP Telephony service management includes a number of security measures designed to protect management tools and processes from misuse or attack, including: 1. Physical Security Telecom s management systems are located in physically secure Telecom Data Centres or Exchanges with physical access controls. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 7 Commercial in Confidence

8 2. Access Controls Administrative access to Telecom s management systems is controlled by passwords and tokens, with maximum retry limits. 3. Protocol Encryption Encrypted management protocols such as SNMP3 are used for device management. 4. Role Separation Roles associated with AAA (Authentication, Authorisation and Accounting) activities are functionally separated. 5. Static Routes Routes between the customer s IP telephony system and Telecom s management systems are static routes with protected routing tables. 6. Hardened Configurations Telecom s management systems have hardened operating systems and configurations. 7. Test and Audit Telecom performs pre-commissioning tests and regular rolling internal audits to ensure ongoing compliance with Telecom s Security Policy. Telecom strongly recommends that customers implement suitable security mechanisms for access to the IP telephony equipment located at the customer s premises, plus operational security policies and acceptable use policies for delegated administrators and users. Telecom also recommends that customers implement suitable security measures and acceptable use policies to prevent toll fraud. 5.8 Call Quality Management Telecom will design the customer s Enterprise IP Telephony service to enable reasonable call quality, and will tune the devices that form part of the Enterprise IP Telephony service accordingly. On an ongoing basis, Telecom will monitor and adjust CLNE and LAN switches that Telecom provides as part of the customer s Enterprise IP Telephony service, to ensure that established QOS policies are properly tuned. The customer may also request Telecom to review and/or adjust the call quality, for which additional fees may apply. 5.9 Telephone Management Where the IP Phones Product Option is selected, Telecom will provide: Asset Administration - Asset administration of IP phones. Administrator Support - Including the administrators self-service activities. User Support - Including the user s self-configuration activities Onsite Break/Fix Support Telecom uses its own staff or contracted service agents to provide on-site support or maintenance for equipment that forms part of the customer s Enterprise IP Telephony service. Where practical, Telecom will agree a time with the customer to perform on-site support required in relation to such equipment Reporting As part of the Enterprise IP Telephony service, Telecom provides a selection of standard reports to customers. These are paper reports based on actual data that has been accumulated over a complete month, so they are historical reports. As new technologies emerge, Telecom continues to improve and develop the format and content of its Enterprise IP Telephony reports. The reports currently available are listed below, and examples of these are available from Telecom on request. The available Enterprise IP Telephony reports will evolve over time. The standard Enterprise IP Telephony monthly reports are currently: Faults Fault restoration times vs. service targets. MACs MAC acceptance and clearance times vs. service targets. Availability Availability per site and overall vs. service targets. Note: Data is available for customer supplied Call Detail Record (CDR) reporting systems, however CDR reports are not provided to the customer as part of the standard Enterprise IP Telephony service. Telecom may be able to provide some CDR reporting information to the customer on request as an additional service and additional fees will apply. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 8 Commercial in Confidence

9 5.12 Custom Management The Enterprise IP Telephony service is designed to be customisable, and as part of this, Enterprise IP Telephony service management may be customised to suit individual customer requirements. This typically requires individual discussion, design and pricing. 6. CUSTOMER RESPONSIBILITIES The Enterprise IP Telephony customer is responsible for the following: 6.1 Related Systems and Networks The provision, registration, configuration, operation and support of systems and networks related to but not included in the Enterprise IP Telephony service are the responsibility of the customer. Examples of this are modems, building cabling and directory servers. It is the customer s responsibility to configure any equipment outside the service end-points of the Enterprise IP Telephony service to operate with the IP telephony equipment. Upgrades to the IP telephony system may result in upgrades being required to other customer equipment or services, for example site connections may need to be increased in the customer s inter-office network. Any such upgrades to items that are not part of the customer s Enterprise IP Telephony service are the responsibility of the customer. 6.2 Security and Voice Performance Beyond The Service End-Points The security measures and voice performance associated with the Enterprise IP Telephony service are effective only between the service end-points, and beyond these points, security and voice performance are the customer s responsibilities. This includes controlling access to the service by the customer s users or by any other party, via any device or network beyond the service end-points. The customer is also responsible for the separation of trusted and untrusted IP traffic, including obtaining registered addresses, and implementing Firewalls and DMZs if required. Telecom can assist in the provision of these services. 6.3 Environment for IP Telephony Equipment The customer is required to provide: A suitable place for the IP telephony equipment to be installed, with proper lighting, air conditioning and fire protection, LAN cabling and an approved AC mains power supply outlet within 1.2m of the IP telephony equipment. Protection for the IP telephony equipment from radio or electrical interference, power fluctuations, abnormal environmental conditions, interference by personnel not authorised by Telecom, theft and any other risks of loss or damage. This responsibility applies from the time the equipment is delivered to the customer. A nominated technical contact person. 6.4 IP Phones Unless the customer has selected the IP phones product option, the customer is responsible for providing IP phones, and is responsible for all aspects of the IP phones, including acquisition, deployment, integration, configuration, maintenance and renewal. Where the customer has selected the IP phones product option, Telecom may assist the customer with integration of non-supported IP phones, however Telecom is not responsible for any related fault or service quality issues arising, and may charge for work carried out on non-supported and/or non-telecom managed telephones and devices. 6.5 Operation and Assistance The customer is responsible for ensuring the IP telephony equipment is used in accordance with the instructions provided by Telecom and the equipment manufacturer, and ensuring that only personnel authorised by Telecom are allowed to work on the equipment. The customer is responsible for assisting Telecom with implementation, fault resolution and MACs where related systems, networks and users require associated actions. This includes providing Telecom personnel with reasonable safe access and any required consents. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 9 Commercial in Confidence

10 6.6 Service Parameters The design of each customer s Enterprise IP Telephony service is specific to the customer and requires as input a number of customer-specific service parameters. The customer is responsible for correctly specifying these service parameters Additional Fees Telecom reserves the right to charge additional fees for any fault diagnosis, fault resolution and on site visits required as a result of: Faults or customer requests associated with or caused by networks, equipment and applications that are not part of the Enterprise IP Telephony service. Faults or additional costs to Telecom that are caused by customer actions or by failure by the customer to carry out the customer s responsibilities. 6.8 LAN and WAN Requirements This Enterprise IP Telephony service relies upon the customer LAN and WAN network infrastructure in order to operate correctly. Performance of the Enterprise IP Telephony service can be affected by other voice and non-voice traffic that also uses the LAN or WAN. Customers are required to mark all IP traffic that is not part of the Enterprise IP Telephony service before presenting it to any QoS-enabled devices that form part of the Enterprise IP Telephony service. 6.9 Management Control of Devices Telecom requires sole management access to and control of all devices that make up the Enterprise IP Telephony service. Management services require a permanent virtual connection to the customer s network with a minimum capacity of 128 kilobits per second. Telecom may provide the customer with access to specific areas of equipment configuration on a restricted basis at Telecom s sole discretion. As an example, customer configuration of specific telephone parameters may be provided where the customer has purchased a Product Option that enables selfservice access. Telecom is not responsible for any fault or service quality issue arising out of the customer s access to any equipment. Telecom may make requests and recommendations about the set-up of customer facilities beyond the service end-points. The customer will comply with reasonable requests and recommendations that enable Telecom to deliver the Enterprise IP Telephony service Self-Service Activities The customer is responsible for performing the self-service activities listed in Section 3.2, or may elect to have Telecom perform these, in which case additional fees will apply Music On Hold The customer is responsible for providing any music for use in the Music on hold option Providing Telecom with information The customer is responsible for correctly informing Telecom of: The customer s requirements for additional capacity and other changes the customer wants, has made, or is planning to make that may impact the service. The customer s specific security and IP telephony requirements. The specifications and revision levels of equipment the customer is responsible for. Any issues that the customer perceives developing over service performance. 7. SERVICE IMPLEMENTATION Telecom will carry out the following Enterprise IP Telephony implementation activities: 2 Telecom can assist Enterprise IP Telephony Plus customers to specify these service parameters as part of the service implementation, using the Service Specification Option as defined in Section May 2005 Telecom NZ Ltd Version 1.0 Page 10 Commercial in Confidence

11 7.1 Service Design Telecom appoints a Design Engineer to create the detailed service design that will be the basis on which the Enterprise IP Telephony service is implemented. The design is based on information provided by the customer as listed in Section Project Co-ordination Telecom appoints a Project Co-ordinator to organise Telecom s implementation activities in respect of each customer s Enterprise IP Telephony service, as listed below. 7.3 Installation Telecom orders, installs and tests the required IP telephony equipment in accordance with the manufacturer s specifications for the equipment installed. This includes physical installation of IP telephony equipment on the customer premises into a suitable environment (such as a computer room or a communications room), plus the initial placing of IP phones on office desks and plugging them into power supplies and the LAN where suitable cabling and facilities already exist. 7.4 Configuration When the IP telephony equipment has been installed, Telecom prepares and loads the customer-specific configuration for that equipment into the equipment in accordance with the customer s solution design requirements and Telecom's design policy, including initial configuration of user data (i.e. user names and directory details) supplied by the customer and setting up Telecom s management functions and automated operations. 7.5 Testing When each device has been configured, Telecom performs a functional test to ensure that it is operating in accordance with its specifications. 7.6 Activation When each device has been tested, Telecom activates it by connecting it into the overall IP telephony system. Where the customer has an existing telephony system, this includes transferring telephony users and traffic to the new Enterprise IP Telephony service. 7.7 Handover When the customer s IP telephony system has been activated, the Project Co-ordinator hands it over to the Telecom operational staff who will manage the operation of the customer s Enterprise IP Telephony service on an ongoing basis. 7.8 Acceptance When implementation of all equipment is complete, Telecom asks the customer to accept the service. Implementation is deemed completed when the customer accepts the service. The customer s ongoing use of the service is also deemed to constitute acceptance. 7.9 Implementation Targets The implementation targets for the Enterprise IP Telephony service are set out in Section IMPLEMENTATION OPTIONS Implementation options incur fees that are additional to the fees for the standard Enterprise IP Telephony service implementation. Any implementation options that apply to this agreement, and their related fees, are listed in the Customer s Service Schedule for Enterprise IP Telephony. 8.1 Service Specification In this option, Telecom provides the customer with a detailed Service Specification document that sets out the following information for the Enterprise IP Telephony service: Service parameters and options selected by the customer Network topology diagram 1 May 2005 Telecom NZ Ltd Version 1.0 Page 11 Commercial in Confidence

12 Required network access throughput and performance per site IP addressing schema CLNE hardware and configurations IP Telephony hardware and configurations Security access lists, firewalls, and filtering Redundancy, failover, diversity, and backup schemes Routing protocols and routing convergence times Site details including the exact onsite location of Telecom equipment Site contact details (the person named must be located on the site) Other information on request Installation and integration guidelines for the Enterprise IP Telephony service The Service Specification does not contain Telecom commercially sensitive or restricted information, only information relevant to the customer's service design. All information contained in the Service Specification belongs to the customer. 8.2 Service Integration In this option, where related Telecom services such as WAN services or legacy telephony services need to be integrated with the Enterprise IP Telephony service, Telecom performs any required integration. 8.3 Project Management In this option, as an extension to the Enterprise IP Telephony service implementation, Telecom provides Project Management of the wider task of integrating the IP telephony system into the customer s LANbased IT systems and processes. The Project Management task can include managing Telecom, the Customer, the customer s IT Integrator, and any third parties. 8.4 Review In this option, once the customer s Enterprise IP Telephony service implementation is completed, a Telecom Design Engineer reviews the service to check that it meets the business and application requirements provided by the customer that the Enterprise IP Telephony service is intended to fulfil. 9. SERVICE BOUNDARIES 9.1 Demarcation Points The physical demarcation points for the Enterprise IP Telephony service are the physical Ethernet ports provided on each piece of equipment that forms part of the Enterprise IP Telephony service, as listed in the customer s Service Schedule for Enterprise IP Telephony. 9.2 Exclusions The following items are not provided by Telecom as part of the Enterprise IP Telephony service: CDR data feeds or CDR reports for customer use. Any activities associated with configuration, monitoring, operation, support or maintenance of any applications, equipment, cabling or networks that are outside the demarcation points or beyond the scope of the Enterprise IP Telephony service. If Telecom is requested to assist customers with any issues listed as exclusions, charges may apply. 10. SERVICE TARGETS This section lists the service targets that Telecom will endeavour to meet for the Enterprise IP Telephony service, in particular the following: Functional Performance Targets performance targets for the Enterprise IP Telephony service itself. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 12 Commercial in Confidence

13 Provisioning / Change Performance Targets performance targets for Telecom s implementation of and changes to Enterprise IP Telephony. Service Delivery Performance Targets performance targets for Telecom s delivery of the Enterprise IP Telephony service Functional Performance Targets Service Attribute Attribute Definition Performance Target Availability Call Quality 3 The IP telephony equipment is functioning in accordance with the manufacturer s specifications. Calculated as hours of unavailability per month. The call quality MOS score as measured end-to-end between any two service endpoints under normal operating conditions. Call Processor: < 1 hrs/mth All Other Equipment: < 8 hrs/mth Domestic MOS: > 3.5 TransTasman MOS: >3.0 Global MOS: > Provisioning/Change Targets Service Attribute Attribute Definition Service Target Provisioning/ Change Acceptance Provisioning/ Change Completion The elapsed time between a customer logging a Provisioning/Change Request and the confirmed acceptance of that request. The elapsed time between the confirmed acceptance of a Provisioning/Change Request and the completion of that request. a. Remote configuration of IP telephony equipment. b. All other changes to IP telephony equipment. c. All other provisioning/change requests where a network connection is in place. d. All other provisioning/change requests where a network connection is required. Within 2 hours. Standard Within 2 Business Days. By negotiation. Within 2 Business Days. Within 21 Business Days. 3 Call quality can be expected to achieve the Mean Opinion Score (MOS) targets specified in this table under normal operating conditions at the time of implementing the Enterprise IP Telephony service. As there are many parameters that affect call quality, the call quality may change over time. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 13 Commercial in Confidence

14 10.3 Service Delivery Performance Targets Service Attribute Attribute Definition Service Target Agreed Service Hours Call Reception Monitoring Hours Alarm Notification Response Time Initial Restoration Update Progress Updates Remote Service Restoration Onsite Service Restoration Billing Enquiry Resolution Planned outage notification The hours during which, if a customer call or monitoring alarm indicates a fault, Telecom will commence restoration work. The hours during which incoming telephone calls from customers to the Telecom Help Desk are accepted and logged, and the call answering times. The hours during which infrastructure monitoring systems are operational. The elapsed time between a serviceimpacting alarm or a major core network event occurring and the customer being notified that it has occurred and is being investigated. The elapsed time during agreed service hours between Call Reception or alarm occurrence and Telecom commencing restoration work. The elapsed time during agreed service hours between Call Reception or alarm occurrence and the customer being notified that initial diagnosis is completed. Updates during agreed service hours on the status of service restoration activity. The elapsed time during agreed service hours between Call Reception or alarm occurrence and the customer being notified that service is restored to the defined levels without a site visit. The elapsed time during agreed service hours between Call Reception or alarm occurrence and the customer being notified that service is restored to the defined levels as a result of a site visit. The elapsed time during agreed service hours between reception of a billing enquiry and confirmation to the customer of its resolution. Prior notice of planned maintenance that could cause a service outage to 1900 business days, or longer where Extended service hours have been selected by the customer. Calls accepted during agreed service hours and answered within 20 seconds. 24 hours x 7 days. Customer notified within 15 minutes of alarm occurrence during agreed service hours, or as otherwise agreed. Within 30 minutes of Call Reception or alarm occurrence during agreed service hours. An estimated restore time is provided if known. Within 60 minutes of Call Reception or alarm occurrence during agreed service hours. An estimated restore time is provided if known. Hourly or as agreed. Within 4 hours, and 80% within 2 hours. NZ metro areas: Within 6 hours NZ rural areas: Within 8 hours Within 2 Business Days. 5 Business Days. 4 Such outages are normally scheduled after midnight. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 14 Commercial in Confidence

15 10.4 Performance Target Notes and Definitions 1. Measurement and Reporting: Telecom will measure service delivery performance from the beginning of the month after a service is implemented. 2. NZ Metro Areas: Within 30 kilometres of the centre of Auckland, Hamilton, Rotorua, Tauranga, New Plymouth, Napier, Palmerston North, Wellington, Nelson, Christchurch and Dunedin. 3. NZ Rural Areas: New Zealand locations outside NZ metro areas. 11. SERVICE TARGET OPTIONS Extended Service Hours In this option, the agreed service hours specified in Section 10.3 are extended as listed in the table below: Service Attribute Attribute Definition Service Target Extended Service Hours Extended hours during which, when a customer call or monitoring alarm indicates a fault, Telecom will commence restoration work. Option A: 0700 to 1900 x 7 days. Option B: 24 hours x 7 days. Extended service hours can be applied selectively to sites nominated by the customer, with the agreed service hours specified in Section 10.3 applying to the remaining sites. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 15 Commercial in Confidence