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EXHIBIT "A" SCOPE OF WORK � Constantly running diagnostics on different components of the System. Graphical icons, supported by text alert administrators to errors, or problems in system performance. System administrators use this graphical management tool to configure and monitor all the functions of the system. The ShoreWareT"" Director software's point-and-click interface provides quick access to useful information anywhere, anytime. The ShoreWareT"" Director Web interFace lets any PC on the network be used as the management station, eliminating the requirement for a dedicated management console. • A single web interface for all City locations for a single view of the complete voice network. ShoreWareT"'' Director maintenance screens "bubble-up" anything that goes wrong on the system on one screen. With simple icons and color coding—green is good, yellow is not as good, and red is bad—you can quickly take action when required. In addition, the system features proactive notification in which anything that goes wrong on the system can generate an email to one or more addresses for fast, 24-hour response. • East of administration. When a new user is added, for instance, the system administrator simply clicks "add new," enters the user's first and last name and hits save. The management software automatically updates the centralized database—allowing for easy backup procedures — and the change is propagated to each and every voice switch, the mailbox is created, the automated attendant dial-by-name and number are updated, the online directories are updated and the user even gets an e-mail with a URL to download their desktop productivity application! 10.2. Redwood City will have a personalized Web Portal into the Packet Fusion corporate system. This will allow Redwood City to review and expedite all ongoing relations with Packet Fusion, such as placing and tracking service requests, placing orders for additional phones, reviewing account statements and links to support and reference material. The Customer Portal will allow Redwood City to: 0 open or track service calls and review technician's notes and findings o get a list of your equipment inventory o check equipment warranty and maintenance contract coverage o download manufacturer documentation about your equipment o review invoice and credit documents o price and order equipment o create and track trouble tickets o Create and track senrice calls with detailed information such as description, problem type, call type, appointment date(s), and resolution (technician's notes and findings) o view maintenance contract information including type of contract, length of coverage, contract description (including SLAs), and service history REV:08-28-15 MLG Page 21 of 69 ATTY/AGR.2015.207/Packet Fusion New Telephone System