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EXHIBIT "A" SCOPE OF WORK <br /> update City's system at the earliest reasonable opportunity during a <br /> scheduled maintenance window. This maintenance window will be <br /> scheduled after hours for service impacting upgrades to an operational <br /> and partially deployed system at no extra cost to City. <br /> 5. Svstem Cutover <br /> 5.1. During cutover, Packet Fusion will have on site a Trainer, the Project <br /> Manager, Engineers, and members of the Sales Team to ensure all <br /> Redwood City employees are able to use the new ShoreTel phone system <br /> immediately as well as to answer any questions Redwood City staff may <br /> have. In the event of any troubles, PFI will notify ShoreTel directly to <br /> obtain manufacturer support from their TAC group if PFI cannot resolve <br /> the issue. A ticket will be opened and Redwood City will be informed of <br /> the status of the resolution. <br /> 5.2. Packet Fusion's cut over team will set up a "war room" the day of cutover <br /> to handle all trouble tickets. These tickets will be logged with and resolved <br /> in a priority level manner. The war room will be manned the entire day <br /> and a log will be created with all trouble tickets and their resolution. <br /> 5.3. During cutover Packet Fusion will have project members present at each <br /> site. Depending on user needs and comfort levels, especially at larger <br /> sites such as City Hall, Police, Fire, CAB, Public Works, and the Main <br /> Library, Packet Fusion have members on site for up to three (3) days to <br /> ensure every user feels comfortable with the new system, answer <br /> questions and provide in-cube/office additional training. <br /> 5.4. Packet Fusion will also spend additional time as requested with <br /> receptionists and administrative users to ensure they feel self-sufficient. <br /> 6. Svstem Acceptance <br /> 6.1. System acceptance is defined as follows: <br /> 6.1.1. All equipment is delivered and installed; <br /> 6.1.2. All training is completed; <br /> 6.1.3. All installation issues resolved to Redwood City's satisfaction; <br /> 6.1.4. All advanced features and software has been installed, tested and <br /> deployed; <br /> 6.1.5. Documentation representing the system "As Builts" is delivered and <br /> reviewed with Redwood City; <br /> REV:08-2$-15 MLG <br /> Page 16 of 69 <br /> ATTY/AGR.2015.207/Packet Fusion New Telephone System <br />