HomeMy WebLinkAboutContinuant Phone System MaintenanceDocusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Continuant
The power of choice.
City of Oshkosh - Avaya
Maintenance Support_v2
PROPOSAL
Created by.
Joseph Maggiore (Account Executive)
No Sales Engineer (Sales Engineer)
Prepared for:
Tony Neumann
City of Oshkosh
Creation Date: Nov 26, 2025
Quote ID: Q -12111V2
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CISCO
Partner
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Microsoft
Partner
2023 Partner of the Year Winner
Converged Communications
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Calling and Meetings
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Maintenance Advantage Plan
The purpose of this Scope of Work is to document the scope of tasks Continuant shall undertake and
responsibilities that Continuant shall assume as part of its obligation to provide Maintenance and Support
to the Customer and to document the allocation of responsibilities between the Parties regarding certain
operational processes.
Definitions
• Authorized User - An Authorized User is an individual whom the Customer's organization has
authorized to request work, perform changes, and approve maintenance windows.
• Covered Equipment - Equipment, hardware, components and software to be maintained by
Continuant is defined as Covered Equipment. All Covered Equipment items must be listed in
the contract between Continuant and the Customer to be covered under the Maintenance
Advantage Plan.
• Customer Requirements Document (CRD) - This is a document used by the Continuant
Project Management Office (PMO) to document information about Covered Equipment,
Customer contacts, and other important information required by Continuant to deliver services
effectively.
• Service Operation - The phase of the contract term where all the Service Transition activities
are complete. Service Operation commences upon agreement between Continuant and the
Customer, once the Service Transition phase is complete.
• Service Transition - The phase of the contract term, just after contract signatures, where setup
activities begin. Setup activities may include identifying Customer stakeholders, establishing
remote access, documenting credentials, and activating event management.
• Standard Business Days and Hours - Business days are Monday through Friday, excluding
Continuant -observed holidays. Business hours are 8:00am - 5:00pm local time.
Package Services
Technical Assistance Center (TAC)
Continuant makes technical support available to customers via our team of engineers with Original
Equipment Manufacturer (OEM) certifications. The TAC is designed to provide guidance to a technical
person from the customer, regarding general questions about the covered equipment.
• Does not require Continuant to perform changes or programming
• Does not require onsite technical resources
• Does not require a scheduled maintenance window
• Does not require discovery
• Can be completed in 15 minutes or less
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Continuant TAC will stop at 15 minutes. Any work which exceeds 15 minutes will be billed
at time and material rates. Continuant will advise the customer of the rates and obtain customer approval
before providing any further support.
Service Desk
The Continuant Service Desk will be the primary communication point for services. The customer will
have several ways of interacting with the Service Desk, which will be identified during service transition.
Service Desk activities shall include the following:
• Perform initial analysis, troubleshooting, and diagnostics
• Provide proactive communication of service delivery
• Manage escalations to ensure timely and high -quality resolution
• Management of the online service portal, available to customers at: https://continuant.service-
now.com/csm
Incident Management
Incident Management ensures that normal Service Operation is restored as quickly as possible, and the
business impact is minimized. Continuant is responsible for prioritization and management of all incidents
throughout the system's lifecycle.
Remote Incident Management
Remote Incident Management is provided 24/7 and ensures that normal Service Operation is managed
through remote connectivity. This service requires the Customer to provide Continuant with remote
access and login credentials to the Covered Equipment. Activities may include:
• Resolution of service disruptions and performance degradations on Covered Equipment.
• Remote diagnostics, troubleshooting, and remote support for onsite personnel.
• Management of Incident escalations to ensure timely and high -quality resolution of all cases.
• Remote labor to repair or replace Covered Equipment, including the subsequent testing to
confirm the correct operation of the device and its operational interface with associated
equipment, communication facilities and services.
• Closure of Incidents after receiving confirmation from the affected Authorized User that the
Incident has been resolved.
• Retention of overall responsibility and ownership of all Incidents until the Incident is closed,
subject to Customer approval.
Continuant may implement a firmware update or security patch to resolve an Incident. If firmware or
security patches are not made publicly available by an Original Equipment Manufacturer (OEM), the
Customer is responsible for providing Continuant with a support contract or other form for Continuant to
gain access to the firmware or patch.
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
8/5 Onsite Incident Management
Onsite Incident Management ensures that normal Service Operation is restored as quickly as possible
through the dispatch of local technicians. The dispatched technicians provide diagnostics, troubleshooting
and/or parts replacement (parts are not included unless they are covered under Hardware Replacement
Services). Onsite Incident Management is provided Monday through Friday during Standard Business
Hours (local time at the affected location) for all sites with Covered Equipment. The Customer is
responsible for providing access to the site.
Incident Prioritization
Continuant classifies and prioritizes Incidents according to Impact and Urgency. Continuant will evaluate
Incident Impact and Urgency to classify all Incidents into Priority 1 (P1), Priority 2 (P2), Priority 3 (P3) and
Priority 4 (P4) Incident categories.
Impact Definitions
An Incident is classified according to its impact on the business (the size, scope, and complexity of the
Incident). Impact is a measure of the business criticality of an Incident, often equal to the extent to which
an Incident leads to the degradation of a service. The four Impact levels are:
1. Widespread — The entire inventory of Covered Equipment is affected (more than three
quarters of individuals, sites or devices).
2. Large — Multiple sites are affected (between one-half and three-quarters of individuals, sites or
devices).
3. Localized — A small number of sites, rooms, and/or users are affected (between one -quarter
and one-half of individuals, sites or devices).
4. Individualized — A single user is affected (less than one -quarter of individuals, sites or
devices).
Urgency Definition
Urgency defines the criticality of the incident to the customer's business. Continuant will work with
customer to understand and set the proper urgency level. There are four urgency levels:
• Critical — Primary business function is stopped with no redundancy or backup. There may be
an immediate financial impact to customer's business.
• High — Primary business function is severely degraded or supported by backup or redundant
system. There is potential for a significant financial impact to customer's business.
• Medium — Non -critical business function is stopped or severely degraded. There is a possible
financial impact to customer's business.
• Low — Non -critical business function is degraded. There is little or no financial impact.
Continuant Incident Management Priorities Matrix
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Impact
Urgency
Widespread
Large i
Localized
Individualized
Critical
P1
P1
P2
P2
High
P1
P2 I
P2
P3
Medium
P2
P3
P3
P3
Low
P4
P4
P4
P4
Continuant will downgrade the Incident Priority in accordance with the reduced severity of Impact or
Incident resolution. The case may be left open for a prescribed period while operational stability is being
assessed.
The Incident Case will be resolved by Continuant or the Customer upon validation of the issue
remediation and the system's returning to operational stability.
Event Management
Continuant will provide 24x7 Event Management that includes system monitoring and management of
events for Covered Equipment, where applicable and possible. Continuant's Network Operations Center
(NOC) will manage the Event Management services provided to the Customer. The Continuant NOC will
identify critical components in the Customers' environment and define key event thresholds for the
specific system components. Event Management requires the Customer to provide remote access and
alerting capabilities to Continuant. This may include the Customer allowing the installation of Continuant
software and/or servers. Continuant will provide structured levels of notifications to the Customer for
significant events detected in the Customers' environment. Continuant Event Management will trigger
Incident Management, where applicable.
Hardware Replacement
Continuant will provide Hardware Replacement on specified Covered Equipment. In the event of defective
equipment, Continuant will make repairs or provide replacements of the defective equipment with either
new equipment or a refurbished equivalent model at Continuant's discretion. Hardware Replacement
includes parts within the telephone system (PBX) such as circuit packs, power supplies, processing
elements and cabinetry, voicemail system (as applicable) and the primary server where the covered
application resides. Telephone sets, Uninterruptible Power Systems (UPS), PCs, servers, modems,
routers, switches, wireless access points, security appliances, or other devices supporting carrier, or
PSTN services, are not included in this agreement unless specifically noted.
Change Control
Continuant will manage the control of change activities of the Covered Equipment. The primary goal of
this process is to ensure that all potential risks of performing changes are documented and
communicated. Continuant's Change Control responsibilities may consist of the following activities:
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
• Raise and record change.
• Assess the impact, benefit, and risk of proposed changes.
• Confirm business justification and obtain approval.
The three types of Changes are:
Standard — Standard Changes are defined as well-known, repeatable and thoroughly documented
procedures. These procedures present a low risk to operations and business services as determined by a
standard risk assessment. Standard Changes are preauthorized by the Customer to be implemented per
terms agreed upon with the Customer. If the Service owner is concerned about the risk and/or potential
impact of a change on other services, then a Normal or Emergency Change should be considered. A list
of Standard Change templates may be provided upon request.
Normal — Normal Changes are defined as medium/high risk to business services and therefore must
follow the normal change management process. The urgency of Normal Changes may be upgraded to
accelerate the timeline for implementation given Customer business justification of an impending
business impact.
Emergency — Emergency Changes are defined as high risk to the business and require implementation
without proceeding through the normal Change Management process. They may be required to resolve a
break/fix situation that has resulted in a service degradation or interruption in service. They may also be
needed to address an imminent interruption in service. Emergency Changes should leverage existing
Standard Change procedures where applicable to reduce the associated risk. These changes should also
be related to a corresponding Incident where a service disruption or potential disruption has been
recorded.
Widespread
Large
Localized
Individualized
Critical
P1
P1
P2
P2
High
P1
P2
P2
P3
Medium
P2
P3
P3
P3
Low
P4
P4
P4
P4
Continuant will downgrade the Incident Priority in accordance with the reduced severity of Impact or
Incident resolution. The case may be left open for a prescribed period while operational stability is being
assessed.
The Incident Case will be resolved by Continuant or the Customer upon validation of the issue
remediation and the system's returning to operational stability.
Service Level Management
Continuant's Service Level Management (SLM) tracks the performance of managing Incidents and
Service Requests with Service Level Objectives (SLO). SLOs apply to work performed on Covered
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Equipment that is managed exclusively by Continuant. Continuant will adhere to the SLOs during Service
Operation. SLOs do not apply during Service Transition.
The following metrics are tracked as SLOs:
• Time to Notify (TTN)
• Time to Restore (TTR)
• Time to Fulfill (TTF)
Time to Notify (TTN)
Continuant will respond to Incidents and Service Requests raised through the management platform by
electronically notifying a specified Customer contact(s) within the TTN timeframe.
Case(s)
Time To Notify
SLO Target
All incidents and service requests.
15 minutes from case opened date/time.
99%
Time to Restore (TTR)
TTR is applicable only to Incident Cases. TTR refers to the time elapsed between the failure which
caused the Incident and when Continuant restores the Covered Equipment to an acceptable operational
state.
Incident Level
Time to Restore
SLA Target
P1 Incidents
4 Hours
95%
P2 Incidents
12 Hours
95%
P3 Incidents
72 Hours
95%
P4 Incidents
120 Hours
95%
Time to Fulfill (TTF)
TTF is only applicable to Service Request cases. Continuant has organized Service Requests into
categories, based on the level of complexity and the amount of time required to complete the request.
The chart below provides a breakdown of the Continuant SLOs for completing Service Requests within
each category:
Service Request Category
Time to Fulfill*
SLO Target
Remote Simple
2 Business Days
95%
Remote Simple - Expedited
8 Hours
95%
Remote Complex
5 Business Days**
95%
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
On -Site Simple
3 Business Days
95%
On -Site Complex
5 Business Days**
95%
Project
No SLA, scheduled
No SLA
*From receipt of fully qualified and scheduled Change Request.
**SLO time commences upon Continuant receiving signed quote from Customer.
Business days are Monday through Friday, excluding Continuant -observed holidays.
SLO measurements exclude the following:
• Delays caused by the Customer in resolving the qualifying issue (for example, waiting for
response on change window or on -site resources).
• Any mutually agreed upon schedule of activities that causes Service Levels to fall outside of
measured SLOs defined obligations.
• Hardware Replacement delivery to the Customer's location, either from a Manufacturer
Maintenance Agreement or Hardware Replacement services from Continuant.
• Delays or faults caused by third -party equipment, services or vendors in resolving the
qualifying issue.
• Other factors outside of Continuant's reasonable control for which Continuant is not
responsible.
• Acquisition and installation time of new software to be installed on the Covered Equipment due
to software defects or bugs.
Customer Responsibilities
For Continuant to effectively deliver services, the Customer must provide information and/or access to
Covered Equipment and sites for Continuant.
Customer Requirements Document
Continuant will send a Customer Requirements Document (CRD) to the Customer, which provides key
information for Service Delivery. The Customer is responsible for filling out the CRD, which will include:
• Customer representative contact name.
• Authorized contacts to request support services.
• Location of the site(s) to be managed.
• Network connectivity detail and topology.
• Covered Equipment information:
• Location and naming scheme.
• As -built documentation and/or bill of materials.
• Managed IP addresses and system details.
• Simple Network Management Protocol (SNMP) community strings.
• Telnet and password access.
• Definition of Customer -specific support policies.
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
• Maintenance contract or software support contract information.
• Letter of Authorizations for third -party vendors.
Continuant Remote Access and Event Management
The Continuant Access and Monitoring Platform will allow remote access and monitoring for all Covered
Equipment supported by CMS (Continuant Managed Services). The access and monitoring platform
includes a suite of management applications, consisting of software and hardware required for the
delivery of services. Continuant requires the Customer to help facilitate the installation and management
of the access and monitoring platform. The Access and Monitoring Platform is deployed on the
Customer's network, in a single configuration instance or multiple instance configurations depending on
the number, type, and location of the Covered Equipment. Any delay in establishing remote access or the
deployment of the management applications may inhibit the ability for Continuant to deliver services.
The Access and Monitoring Platform is installed during Service Transition for the duration of the contract
term. During the contract term, the Customer is granted a nonexclusive and nontransferable license to
use the hardware and the software resident solely on the supplied access and monitoring platform.
Installation of the remote Access and Monitoring Platform may require the following from the Customer:
• Network connectivity established per Continuant -supplied guidelines.
• Communications facilities and services, including internet and network configuration. These
communication facilities and services must be maintained for the duration of the contract term.
• A resource person to support the installation activities of the hardware and software, which
may include:
• Racking
Connection to the network
Power connection to continuous uninterrupted power, suitable commercial power, and
an Uninterruptible Power System (UPS) or other acceptable power back-up facilities.
The Customer will use reasonable efforts to provide and maintain the Access and Monitoring Platform in
good working order. The Customer shall not, nor permit others to, rearrange, disconnect, remove, attempt
to repair, or otherwise tamper with any hardware or software in the platform. Should this occur as a result
of the Customer's actions without first receiving written consent from Continuant, the Customer will be
responsible for reimbursing Continuant for the cost to repair any damage caused to the platform. Under
no circumstance will Continuant be held liable to the Customer or any other parties for the interruption of
services, missed SLOs, or for any other loss, cost, or damage that results from the improper use or
maintenance of the platform.
Unless otherwise agreed upon, title to all Monitoring Platforms shall remain in the possession of
Continuant. The Customer must return all associated materials (hardware, software and documentation)
to Continuant immediately upon expiration or termination of the contract term. Continuant expects that, at
the time of removal, the platform shall be in the same condition as when installed, except what normal
wear and tear is expected. The Customer shall reimburse Continuant for the depreciated costs of any
platform equipment, whereby the condition of which is deemed beyond normal wear and tear.
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Your Investment
Summarized Pricing Overview
Annual Recurring Charges: $9,957.60
Onboarding Fee: $1,327.68
Your Investment
Package
Avaya Key System Base Plan
Avaya Key System VM Base Plan
Gateway Base Plan
Optional Add-on Services
8/5 Onsite Incident Management
Onboarding Fee
Price
Onboarding Fee
$1,327.68
Continuant bills annually in advance for Continuant Managed Services.
Onboarding Fee is due at contract signature.
Pricing Valid Until: Feb 1, 2026
Travel, shipping, and other similar expenses (for the preparation and performance of Services) are
estimates, the actual amount shall be invoiced to Customer separately after the expense is incurred plus
5% administrative fee. Applicable taxes are not included.
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Location & Equipment
City Hall - 215 Church, Oshkosh, WI
Description
Monthly Price
Gateway - 8/5 Onsite Incident Management - 1 gateway(s)
Voicemail Pro - 8/5 Onsite Incident Management - 428 user(s)
Avaya IP Office - 8/5 Onsite Incident Management - 530 user(s)
Avaya IP Office - Avaya Key System Base Plan - 530 user(s)
Voicemail Pro - Avaya Key System VM Base Plan - 428 user(s)
Gateway - Gateway Base Plan - 1 gateway(s)
$679.80
Library - 106 Washington, Oshkosh, WI
Description
Monthly Price
Gateway - 8/5 Onsite Incident Management - 1 gateway(s)
Gateway - Gateway Base Plan - 1 gateway(s)
$37.50
Museum - 1331 Algoma, Oshkosh, WI
Description
Monthly Price
Gateway - 8/5 Onsite Incident Management - 1 gateway(s)
Gateway - Gateway Base Plan - 1 gateway(s)
$37.50
Transit - 926 Dempsey, Oshkosh, WI
Description
Monthly Price
Gateway - 8/5 Onsite Incident Management - 1 gateway(s)
Gateway - Gateway Base Plan - 1 gateway(s)
$37.50
Water Filtration - 425 Lakeshore, Oshkosh, WI
Description
Monthly Price
Gateway - 8/5 Onsite Incident Management - 1 gateway(s)
Gateway - Gateway Base Plan - 1 gateway(s)
$37.50
Docusign Envelope ID: 92F35E92-D39C-4966-AEAC-E504A469DF42
Let's Get Started
Proposal Information
Please review the terms and conditions outlined in this proposal. If you have any questions or require any
modifications, please contact your Account Executive.
Contract Start Date: Feb 1, 2026
Contract Duration: 12 months
MSA Number: 946234967
Proposal Number: Q -12111V2
Billing Information:
Name: Accounts Payable
Phone Number: 920-236-5021
Email: ap@oshkoshwi.gov
Billing Address:PO Box 1130, Oshkosh, WI 54903-1130
Signer Info
Full Name
Anthony L. Neumann
Title
IT Manager
1
Signature
0,,AC4 -..
.-
_
Date
01/06/2026
Counter Signature
Full Name
Peter Rodgers
Title
President
Signature
DocuSigned by:
Paw 1,6
21E0786151 DB4BF_.
Date
1/7/2026 I 2:41 PM PST