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Provision Unified Communications

Installation

The date for provision of the connection will be notified by cegecom to the customer in good time. Where necessary, installation of the network connection will be carried out by cegecom. The service is deemed provided once it is technically ready for use. Technical readiness for use will be documented by an acceptance test measurement within Phase 3.

Project Phases

The installation of the Managed Com Corporate system on the customer’s offices is divided into different Phases.

Phase 1: planning and audit

The purpose of this phase is to analyze the existing setup on the customer site including the network structure, existing phone services, calls flows, numbering plans, mobile phones, etc. Based on the results of the audit, cegecom S.A. reserves the right to revise this offer. The result of this phase will be fixed in a common preconfiguration document. This document will be part of the contract.

Phase 2: setup and quality assurance

Installation and configuration of the equipment on the customer site according to the ordered service, hardware and the result of phase 1. There will be a possibility for the customer to use the Managed Com Corporate system parallel to the existing one (for outgoing Calls). The incoming traffic will be delivered to the traditional PBX and both, the new and the old system can be used to establish phone connections to the public network. This setup can only be realized, if the existing telephone lines are already directly connected to the cegecom network.

Phase 3: go live and approval

In this phase cegecom will switch the incoming traffic (towards the customer) to the new Managed Com Corporate system. This will be done in close coordination with the customer to make sure, that there is no reduction of the telephone availability. After the system is running as defined, the service has to be approved by the customer and handed over to the customer. From this time on the service will be handled by the Network Operation Center of cegecom.

Deployment planning and customer responsibilities

The detailed deployment planning will be done within Phase 1. There will be a project manager on the site of cegecom to ensure a fast and secure implementation of the service. We recommend that a project manager on customer site to facilitate communication during implementation.

Access to the customer’s premises

In order to guarantee trouble-free installation and fault-free operation of the connection it is necessary for employees of cegecom or of third parties commissioned by cegecom to have access to the customer’s premises. In the event of malfunction access may also be necessary outside normal business hours (at night, weekends). If the customer does not ensure access, this may lead to delays with installation/ fault clearance. cegecom reserves the right to charge for delays caused by the customer. Upholding any agreed fault clearance times cannot in this case be assured by cegecom. Please note the relevant supplementary service agreements in this connection.

Transfer point and responsibilities

cegecom provides the customer with a high-grade network terminal (NT) on loan for the term of the contract. This NT defines the transfer point between the customer’s network and the network of cegecom. The transfer interface to the NT is an electrical port (RJ45). The terminals then connected to the NT are the responsibility of the customer. This product does not include providing the customer with other technical requirements for the service, in particular the necessary technical infrastructure (cabling, electricity connections, etc.), or offering support to obtain them. The NT is always installed in the immediate proximity (maximum 2m) of the household connection. On request cegecom will (within the scope of technical possibilities) install the NT in another position in the building. This service is not part of the product and must be commissioned separately following individual advice and inspection of the premises.

Network terminal

cegecom reserves the right to change the settings of the NT. The NT and its features may vary depending on availability and future technical developments. The customer is generally prohibited from making changes to the NT, or to allow them to be made by third parties. There is a danger to health from laser radiation with the optical network terminal in cegecom optic fiber networks. Any change to the optic fiber line, optic fiber socket or the NT is expressly prohibited. The laser radiation that is used is invisible and accidental emission can result in damage to health. If the customer relocates or the property is sold, the NT shall remain at the site of installation.

Provision of IP addresses

Depending on the product chosen, as part of the service the customer receives an officially registered IP address range from the Provider Aggregatable Address Space (PA space) of cegecom or from the PA space of a sub-supplier used by cegecom to provide this service. Provision includes basic allocation of a suitable address range and routing the allocated address range. In some cases private IPv4 addresses will be used. IP addresses are awarded taking into consideration the Réseaux IP Européens Network Coordination Centre (RIPE NCC) guidelines for award. A requirement for allocation of an address range is the provision of documentation on the use of IP addresses by the customer.

Customers who already operate an accredited LIR (Local Internet Registry) in accordance with the regulations of RIPE NCC will not be allocated addresses from the PA address range of cegecom. Depending on the connection the customer will be provided either with exclusively IPv4 addresses or IPv4 and IPv6 addresses (Dual Stack). At the end of the contract the customer is obliged to cease use of the IP addresses allocated by cegecom immediately and to allow cegecom to resume their use. If the IP address spaces allocated to cegecom by RIPE NCC are altered for higher-level operational or technical aspects, cegecom reserves the right likewise to change the IP address ranges allocated to the customer.

Technical preconditions LAN

To ensure a high voice quality the customer’s network has to fulfil the following prerequisites for the Managed Com Corporate service:

  • No NAT-Gateway in the provided network structure
  • Minimum requirement Cat5e cabling in all affected buildings; preferable Cat6
  • No Hubs inside the entire Network
  • Redundant power supply (230V AC) for all Network Elements
  • Fire alarm and intrusion alarm systems must be connected via existing ISDN /analogue telephone lines. They cannot be used via the Managed Com Corporate System.
  • We strongly recommend that no analogue Modems are used in the environment.
  • The amount and location of DECT-Repeaters can only be fixed after Phase1.
  • For each DECT Repeater a separate LAN-Connection to a Power over Ethernet (PoE) Switch port is needed.
  • Assured bandwidth per Phone Call of 100kBit/s in both directions must always be available in the customers LAN
  • Cisco QoS (Layer2/3) and PoE(IEEE 802.3af) enabled Switches (or comparable)
  • No firewall/SBC functionality in the Voice-VLAN
  • Redundant power supply for all PoE-connections
  • Separate VLAN-ID for Voice-Traffic and Signaling
  • Maximum Layer2-Jitter: 2ms
  • Maximum Layer2-Frame-Los: <1%
  • Maximum Layer2-Delay (End-to-End): <2ms
  • Minimum MOS-Value at the demarcation point: 4.0-4.4

If the network structure on the customer site does not match the minimum requirement defined in chapter 3.5, cegecom can deliver a managedLAN as additional service according to the pricelist of this offer. Based on the results of the audit in Phase 1, cegecom S.A. reserves the right to revise this offer. The additional monthly fee for the managedLAN service includes the remote management of the LAN during the cegecom office hours (Mo-Fr 8:00-17:00). The managedLAN service can only be applied to equipment delivered by cegecom. Reconfigurations requested by the customer that must be carried out on the customer site will be charged separately according to the price of the onsite service. Network faults will be handled according to the Service Level Agreement.

Demarcation Point between cegecom and the customer

The demarcation point between cegecom and the customer is the first electrical Interface of the cegecom connection on the customer site. The service can only be delivered if the minimum requirements are permanently fulfilled. cegecom cannot be held liable for faults caused by the network infrastructure of the customer. The customer has to ensure that the quality parameters above are kept for all network elements between the demarcation Point and the Managed Com Corporate devices. The customer is responsible for the configuration of the network between the devices and the demarcation point.

Additional service managedLAN

If the network structure on the customer site does not match the minimum requirement defined in chapter 3.5 of the attached product description, cegecom can deliver a managedLAN as additional service according to the pricelist of this offer. Based on the results of the audit in Phase 1, cegecom S.A. reserves the right to revise this offer. The additional monthly fee for the managedLAN service includes the remote management of the LAN during the cegecom office hours (Mo-Fr 8:00-17:00). The managedLAN service can only be applied to equipment delivered by cegecom. Reconfigurations requested by the customer that must be carried out on the customer site will be charged separately according to the price of the onsite service. Faults will be handled according to the committed Service Level Agreement.

Responsibility

cegecom provides a Layer 2 network structure with different VLANs to deliver the Managed Com Corporate service. The network supports Layer2 QoS to ensure a high quality for voice connections. The customer needs and the final network configuration will be fixed in Phase1. This service presupposes an existing and error free structured Ca5e (or higher) Ethernet cabling as well as a redundant 230V AC power supply by the customer. The configuration and delivery of Layer 3 Elements (such as Routers and Firewalls) is not part of this offer.

In close coordination with the customer, cegecom will provide a managed Layer 2 network infrastructure with defined Office-LAN Ports. The customer is responsible for the cabling and changes of connections to the ports of the managed Ethernet switches. The administration of physical connections is not part of the managed LAN service and can be ordered separately. The final setup of the network infrastructure will be documented and handed over to the Network Operation Center (NOC) of cegecom. The installation and maintenance of general office equipment like printers, servers or workstations is not part of the service. The customer is not allowed to change the setup without informing the cegecom NOC. The customer has to give information about the details of the modification to avoid faults and quality reduction. This information will be handed over to the NOC in writing. cegecom reserves the right to instruct a service provider to carry out the setup and the operation of the service. The managed LAN will be operated according to the conditions of the committed Service Level Agreement.

Installation and Maintenance of PCs and Smartphone Software for Managed Com Corporate

The Managed Com Corporate product offers a large number of Unified Communications (UC) features as well as special Contact Center functionalities. If the customer uses UC or Managed Com Corporate Software on his office devices (PCs, Tablets,..) a connection between the customers office LAN and the Managed Com Corporate LAN is needed. The required routers and firewalls as well as the setup of these network components are not part of this offer. The installation and maintenance of general office equipment like printers, servers or workstations is not part of the Managed Com Corporate service. cegecom can train the customers IT administrator to install Managed Com Corporate related software on workstations and smartphones within the administrator training.

Managed Com Corporate administration level

The customer can select the scope of administration which will be performed by cegecom during the office hours (Mo-Fr 8:00-17:00). The administration of level 1 and 2 will be realized as remote service. To provide this service, cegecom will have permanent management access to the Managed Com Corporate system to configure all technical parameters. The amount of administrative tasks per month is limited to 20. Free Tasks which are not used within the affected month cannot be taken over to the following month. All additional administrative tasks which exceed the limit and tasks which have to be performed on the site of the customer will be charged according to the onsite service fee, if they are requested by the customer. Faults will be handled according to the committed Service Level.

Managed Com Corporate administration level 1 (performed by cegecom)

  • operation of the service according to the committed Service Level Agreement
  • software updates (regular error correcting patches from the system supplier)
  • administration of user accounts & access rights (management-access to the Managed Com Corporate system)
  • activation of new features (if commissioned)
  • new setup and exchange of phones (in case of failure)

The customer manages all other services by using the provided Web interface of the Managed Com Corporate product or the UC myPortal access via Desktop or Smartphone. For administration level 1 the administrator training is mandatory.

Managed Com Corporate  administration level 2 (performed by cegecom)

level 1 +

  • administration of individual phone settings (e.g. diversion, ringtone, voicemail, speed dialing keys,..)
  • support for the customer IT to administrate FMC-users (mobile devices) and Managed Com Corporate applications on PCs according to the technical recommendation of the software-supplier
  • individual routing setup
  • creation and deletion of extensions
  • administration of groups and pickup-keys
  • administration of phone numbers and directories
  • change of announcements (file has to be provided by the customer:  WAV Format, PCM  16 Bit)

For the Managed Com Corporate product all sites have to be selected according to the same administration model. If the customer selects Managed Com Corporate administration level 2 all sites will be charged according to the prices mentioned in the offer.