Professional Services Terms

ii) Service Level Exclusions. Any delays or failure to meet the SLO response times shall be excused where the delay or failure arises from or is attributable to: (1) Customer or a third-party (acting on Customer’s behalf) delaying or failing to provide a deliverable, action, dependency or prerequisite, including Customer testing or verification of Incident solutions prior to implementation; (2) scheduled maintenance time or planned downtime as agreed in advance with Customer; (3) Customer withholding access for required updates, patches, or bug fixes to restore normal Service operation; (4) performance degradation or stoppage due to loss of internet connectivity between Customer and the Managed Service Partner web portal or service ticket system; (5) the actions or omissions of Customer or third parties, including carrier and service providers providing the internet connectivity to the Managed Service Partner web portal or service ticket system; (6) Customer site power failures and shutdowns, third party products and applications, networks and network service interruptions; (7) any other reasons or events beyond the reasonable control of RingCentral or Managed Service Partner; (8) incidents that require an operational change to restore normal service operation and Customer does not provide or is delayed in providing the required change window to implement such operational change; (9) Customer initiated actions, such as MACDs performed by the Customer using their access methodology; and (10) Force Majeure Events.

g) Customer Obligations and Responsibilities. Customers must open Helpdesk Support cases and provide reasonable detail and cooperation to understand the nature and extent of Customer’s issue with the RingCentral Services. Customers shall be responsible for providing the necessary access to their systems.

h) Service Limitations. Any service that is not part of the Managed Service Entitlements are outside the scope of the Managed Services and are subject to fees on a Time and Materials basis. Additional limitations are set forth in the applicable SOW.

i) Optional Services. Services designated as Optional in the Managed Service Entitlement tables in Appendices A and B are not included as a part of any package shown therein and must be purchased separately through a RingCentral Professional Services SOW, Change Order or Amendment. Some Optional Services are only available as a part of certain Managed Service packages, and may require Customer to upgrade their existing package before purchase.

j) Service Expenses. In addition to any fees and expenses set forth in the applicable SOW, Customer agrees to reimburse RingCentral for its fixed travel, meal, and lodging expenses incurred in connection with any On-Site Services. Travel, meal, and lodging expenses shall be invoiced on a per-trip/per resource basis. RingCentral shall, after Customer request, provide information verifying the deployment of on-site resources and expenditure of Service Expenses.

k) True-Ups. SDM will conduct a quarterly true up to determine if any license additions have been made that warrant an increase in the Managed Services license entitlement.  If needed, a request to the Deals Desk for Managed Services entitlement increase will be created.

l) MOVE, ADD, CHANGE, DELETE (Simple & Complex) 

 i) Definitions of Simple & Complex MACD can be found at: https://assets.ringcentral.com/us/reference/simple-advanced-macds-details.pdf.

m) Simple MACD.

 i) RingCentral will evaluate each case or request it receives and, in its sole discretion, determine the number of Simple MACD Requests that will be consumed against the Managed Service Entitlements based on the nature of the work and whether it can be performed in bulk. If an item of work shown in Tables 1-4 can be performed in bulk, then performing such work up to the listed bulk quantity maximum will consume one (1) Simple MACD Request. By way of example, a request to build ten (10) custom rules and add (10) phone numbers would amount to eleven (11) Simple MACD Requests: ten (10) for each of the custom rules, and one (1) for the bulk add of the ten (10) phone numbers.

n) Complex MACD

i) RingCentral will evaluate each case or request it receives and, in its sole discretion, determine the scope of work requested and level of effort to complete the Complex MACD Request.  If the request can be fulfilled within the Managed Services team the hours of support will be decremented from the quarterly allocation against the Managed Service Entitlement.  If the level of effort exceeds either the included scope of Complex MACD support or exceeds the level of effort available within entitlements an additional Scope of Work and pricing will be required for Professional Services engagement and will be referred to  the RingCentral Account team to assist with scope and pricing for out of scope requests.

2. Definitions. Unless otherwise defined in the Master Service Agreement or its accompanying Service Attachments, the following terms shall be defined in accordance with the below definitions.

1. a) “Break/Fix Requests” means helpdesk support requests to identify the underlying causes for Services not functioning as configured.

2. b) “Case Management Reports” means summaries of open/closed tickets for each given month with a 6 month rolling trend analysis. These reports include: priority, case description, status, closure resolution, SLO (met/missed), time to respond, time to resolve.

3. c) “Service Delivery Manager” means the person who will act as a Point of Contact for all day 2 escalations, ongoing relationship engagements and Managed Services support. The RingCentral Service Delivery Manager will be responsible for the following activities:

   1. i) Interval reporting on Managed Services KPIs, Service Level Objectives and other metrics associated with delivering the Managed Services

      • Service Review report with a summary of Incident Management, Service Desk Performance, and Simple and Complex MACD Reports

      • Six-month trends summarizing SLOs for each support category

   2. ii) Escalation ownership and management when necessary

   3. iii) Overall success of the Managed Services delivered and Customer satisfaction

4. d) “Incident Management (Cases)” means support will provide basic troubleshooting and resolution of end user reported issues.  Managed Services’ dedicated incident management includes: 

          i) First call/case triage of customer request.

          ii) Logging and routing cases based on priority.

          iii) Provide support on "How to" questions such as:

          iv) Navigate the RingCentral App

          v) Add contacts

         vi) Configure notifications

         vii) Configuring Caller ID and emergency location.

         viii) Troubleshooting reported "break/fix" issues and managing to resolution.

          ix) Maintaining ownership throughout the case lifecycle

Incident Management is performed via cases that may be submitted via the case management portal and/ or by calling the Managed Services hotline. In the event a customer repeatedly exceeds the package threshold, the service description document will govern the policy to provide an option to true-up or create a SOW for additional work.

Case volume per month will vary from customer to customer. Recommended allocations by DL/Agent quantity are listed below for RingEX, RingCX and Contact Center.

User or Agent Qty	RingEX - Incident Ticket Assumption Per Month	CX/CC - Incident Ticket Assumption per Month
150-499	5	6
500-999	10	12
1000-1499	20	25
1500-1999	15	37
2000-3499	20	50
3500-4999	25	62
5000+	30	75

e) “Escalation Management” means RingCentral will perform Escalation Management in collaboration with Customer Incident Management team oIT personnel. As part of the onboarding process the customer will be provided a quick reference guide on case creation to ensure alignment with Managed Services escalatione customer issues.

Service Desk Support - Managed Services offers customers a high-touch, 24x7 support desk for RingCentral’s platform requests and product related issues.  Once a customer’s IT team has triaged end user requests and identifies that support is needed from RingCentral they then route these request to the Managed Services Desk for resolution.  This helpdesk-to-helpdesk triage model ensures that RingCentral supports all relevant requests while ensuring timely responses and accuracy by eliminating issues that are non-RingCentral. Managed Services owns the case request/management process including all tiers of support and ensures that any elevated level of support needed to resolve a customer request is transparent to the customer throughout the engagement.

Should an incident need escalation due to severity or speed of resolution, customer should contact their designated Service Delivery Manager who will:

• Engage Additional RingCentral Support Resources as required

• Open escalation bridge

• Manage escalation to resolution

• Release resolution team resources

• Notify all required customer contacts, customer management of Resolution

• Direct ticket closure once resolution confirmed by customer

• Document the Root Cause analysis & report to all customer stakeholders.

1. h) “24x7x365 Service Desk” means RingCentral provides a Global Service Desk for Managed Services support. RingCentral Support Technicians utilize the RingCentral Service Ticketing System to open and manage incidents per standard operating procedures under Incident Management. The Service Desk will be responsible for overall management and resolution of incidents, MACD requests, escalation as required, and third party vendors where applicable (third-party support is subject to additional cost). The RingCentral Global Service Desk is Responsible For:

   • Incident Management
   • Request Management (MACD)
   • Escalation Management
   • Problem Management

2. i) “Governance and Reporting” means establishing regular meeting cadence to ensure day-to-day support needs are met and addressed, and providing the below reports to the Customer:

Report	Description	Frequency
Service Review	Summary of Case Management Reports, Service Desk Performance Reports, Simple and Complex MACD Reports, and Health Check and Optimization Reviews.	Based on purchased package

3. j) “Hardware Replacement” means replacing equipment purchased under the MSA and through RingCentral and still under warranty.

4. k) “How-To Support Requests” means basic how-to support, including answers to the questions in connection with: (i) setting up a Customer’s new account; (ii) navigating an interface; (iii) adding contacts; (iv) configuring notification and sound settings; and (v) configuring caller ID and emergency address settings. How-To Support Requests exclude any support that would be considered a Simple or Complex MACD Request.

5. l) “Managed Service Entitlements” are the service attributes, by package that are included with the support models shown in Appendices A and B. Service attributes with a periodic allotment are not eligible for rollover if any unused units remain at the end of the applicable period.

6. m) “Minimum Term” means at least three (3) years for initial Terms, or either one (1), three (3), or five (5) year Terms if being renewed.

7. n) “Simple Move, Add, Change, Delete Requests,” or “Simple MACD Requests” include creation and management of simple call flows. Request Management includes RingCentral providing resolution of Requests for the Customer. Requests also include non-break/fix, Move/Add/Change/Delete cases.

Simple MACD requests are provided to all customers with a Managed Services subscription. The quantity of MACD tickets allocated per month is tiered and associated with the total quantity of DLs or Agents for which the customer has an active Managed Service subscription. See more here.

Table of Simple MACD allocations by DL/Agent quantity is listed below for RingEX, RingCX, and Contact Center:

User or Agent Qty	RingEX MACD Tickets Per Month	CX/CC MACD Tickets Per Month
150-499	25	25
500-999	50	50
1000-1499	100	100
1500-1999	150	150
2000-3499	200	200
3500-4999	250	250
5000+	300	300

Complex MACD allocations are based on combined DL/Agent quantity and allocated in total hours available per quarter based on account size.  

• Customers with 500 or fewer combined DL/Agents are entitled to 6 hours per quarter.  

• Customers with 501 or more combined DL/Agents are entitled to 9 hours per quarter.

1. o) “MACDs Reports” means summaries of Simple MACD Requests for each given month with a 6 month rolling trend analysis. These reports include: MACD Request type (Simple/Complex), details of the request, number of requests, and time to resolve.

2. p) “Case Management” means basic troubleshooting and resolution of End User reported issues including Simple MACD Requests, Break/Fix Requests and How To Support Requests, as well as Escalation Management, ticket handling, routing, and triaging.

Appendix A - RingEX, RingCX and Contact Center

1. 1. Managed Services for RingCentral RingEX, RingCX and Contact Center

   1. a) Documentation. Customer will be provided with materials that document: (i) procedures for accessing the Service Desk and opening tickets; (ii) contact information for assigned resources, such as the Designated Service Delivery Manager; and (iii) if applicable, processes and information related to a Managed Service Partner. Customer agrees to comply with any process requirements set forth by the Managed Service Partner.

2. 2. Managed Service Entitlements for RingCentral RingEX, RingCX and Contact Center. The Managed Service Entitlements are set forth below.

Entitlements	Inclusion
Service Delivery Manager	✔
24x7x365 Service Desk	✔
Service Level Objectives	✔
Escalation Management	✔
Governance & Reporting	✔
Incident Management (Cases)	Quantity depends on DL/Agent qty. See table in Case section for details.
Simple MACD Requests (Cases)	Quantity depends on DL/Agent qty. See table in MACD section for details.
Complex MACD Requests (Cases)	6 hours p/Qtr or 9 hours p/Qtr based on combined Users

3. 3. Customer Responsibilities. Customer is responsible for aspects not specifically included in this Managed Services Attachment. Out-of-scope items that are the customer’s responsibility include:

   1. a) Customer’s network infrastructure;

      1. Meeting network minimum requirements for RingCentral as a Service model as described for the following items here at: https://support.ringcentral.com/network-and-system-requirements/network-requirements/overview/quality-of-service-guidelines.html.

   2. b) Quality of Service (QoS) configuration;

   3. c) Firewall or access control list configuration;

   4. d) Power over Ethernet (“POE”) port activation / configuration;

   5. e) Configuration and software installation on customer PCs;

   6. f) Decommission and disposal of any legacy equipment;

   7. g) Customizations on individual user endpoints, or phone settings;

   8. h) Provide workspace for RingCentral on-site personnel (as scoped);

   9. i) Non-RingCentral equipment including but not limited to:

      1. i. overhead paging;

      2. ii. postage machines;

      3. iii. credit card or Point of Sale (“POS”) Machines;

      4. iv. door buzzer or automatic door controllers;

      5. v. third party SIP phones;

      6. vi. headsets;

      7. vii. analog devices;

      8. viii. third-party applications;

   10. j) Input and maintain registered E911 address and location information in Service Web; and

   Providing access to contacts within Customer’s organization for assisting RingCentral with resolving chronic number portability issues with customer’s incumbent carriers/suppliers