Exhibit 10.3
Statement of Work
For
State of Tennessee
Department of Human Services
[LOGO] PERIMETER
TECHNOLOGY
Respectfully Submitted by
Carl Pullano
Regional Sales Manager
Perimeter Technology
06/15/04
Table of Contents
I. Objective:............................................................3
II. Perimeter Technology Responsibilities.................................3
III. Assumptions and Dependencies..........................................7
IV. Customer Responsibilities.............................................8
V. Out of Scope Assumptions..............................................9
VI. Change Order.........................................................10
VII. Acceptance...........................................................10
VIII. Pricing [OMITTED FOR CONFIDENTIALITY]................................11
IX. Statement of Work Acceptance.........................................11
[LOGO] PERIMETER
TECHNOLOGY
Statement of Work
This Statement of Work has been prepared by Perimeter Technology Ltd., located
at 540 N. Commercial St., Manchester, NH 03101, for State of Tennessee, Dept. of
Human Services, Nashville, TN hereafter referred to as "Customer." This
Statement of Work outlines the responsibilities of Perimeter Technology that
have been communicated to and agreed upon by Customer. This document may be
revised to reflect any mutually agreed revisions to incorporate any additional
or deleted responsibilities to be performed by Perimeter Technology. This
Statement of Work is effective on 6/8/04 and expires on 6/17/04.
I. Objective:
Customer has contracted Perimeter Technology for the systems integration,
delivery and installation of Perimeter Technology's "NVCM", version 2.2-D,
hereafter referred to as "system" or "NVCM", running on a Windows 2000 platform.
The scheduled completion date of the installation is August 1st at State of
Tennessee, Citizens Plaza, Nashville, TN and the 3 remote call center locations.
Customer has contracted Perimeter Technology to configure, test, and install the
system according to the specifications outlined in Section II.
Actual date of installation depends upon Customer acceptance of Perimeter
Technology's VOP3-0001 and this Statement of Work. To accomplish these
objectives, Perimeter Technology will provide a certified field technician and a
Project Manager to administer the functions and responsibilities of Perimeter
Technology. Perimeter Technology will communicate with [omitted for
confidentiality], the appointed Point of Contact for Customer on this project.
He will be responsible for all communications among all parties and for the
escalation and resolutions to any issues for the Customer.
This statement of work is intended to provide a deliverable goal and system
functionality for the Customer. A significant portion of this project is
dependant upon the joint design and team commitment between Perimeter Technology
and the Customer. The Customer should expect professionalism and commitment of
the Perimeter Technology team to provide direction and delivery of the core
technologies contained in this Statement of Work.
II. Perimeter Technology Responsibilities.
1. Project Management.
Perimeter Technology will provide project management of
Perimeter Technology's entire responsibilities as defined by
this Statement of Work. The project manager will provide a
single point of contact for the Customer and will track all
aspects of the project.
1.1. Kick-off meeting.
1.1.1. Define and Finalize System Requirements.
1.1.2. Provide Customer with sample Perimeter
Technology Support documents.
1.1.3. Review Post Implementation Transition
Process.
1.2. Project Plan/ Perimeter Technology Blue Print.
1.2.1. Draft Project Plan and Timeline.
1.2.2. Finalize details, dates, roles and
responsibilities associated with final
project plan.
1.3. Project Status meetings.
1.3.1. Conduct Status Meetings to include Perimeter
Technology and Customer Project Lead.
1.3.2. Dates TBD.
1.4. Overall Consulting and System Design.
1.4.1. Network evaluation.
1.4.2. System Security Definition.
Deliverables: Kick-off Agenda, Perimeter Technology Support
Documents, Project Plan, Status Reports,
Pre-installation checklist and User Definition
Worksheets.
Approvals: Customer provides final approval for: Project plan,
system diagram, and call flows. Customer also
completes pre-install checklist and system
configuration worksheets.
2. Installation - Hardware and Software.
2.1. Server Hardware Installation.
2.1.1. Server A.
o Physical installation of the server in the
Customer's environment. Includes time needed
to add it to the Customer's domain and
configure TCP/IP networking.
2.1.2. Server B
o Physical installation of the server in the
Customer's environment. Includes time needed
to add it to the Customer's domain and
configure TCP/IP networking.
o Configure Server B as a redundant Server
-Switchover.
2.1.3. Recorder Server
o Physical installation of the server in the
Customer's environment. Includes time needed
to add it to the Customer's domain and
configure TCP/IP networking, basic set-up
and configuration training
2.1.4. EFaq Server
o Physical installation of the server in the
Customer's environment. Includes time needed
to add it to the Customer's domain and
configure TCP/IP networking, basic set-up
and configuration training.
2.1.5. SQL Server
o Physical installation of the server in the
Customer's environment. Includes time needed
to add it to the Customer's domain and
configure TCP/IP networking, basic set-up
and configuration training
2.1.6. MIS Server
o Physical installation of the server in the
Customer's environment. Includes time needed
to add it to the Customer's domain and
configure TCP/IP networking, basic set-up
and configuration training
2.2. Software Installation
2.2.1. Installation of NVCM software on all servers
as defined in 2.1.
2.2.2. Apply all required patches and/or hot fixes
as necessary and available from Interactive
Intelligence and Microsoft
2.2.3. Installation and Base eFAQ software
configuration. Includes 2 days of database
build and configuration to complete the
proof of concept on this section of the SOW.
2.2.4. Installation and Base Interaction Recorder
software configuration.
2.2.5. Installation and configuration of MIS server
software
2.2.6. SQL 2000 or 2003 Installation and
configuration and PMQ connectivity as
required for NVCM integration.
2.3. Workstation Software Installation.
2.3.1. Testing of up to 260 licensed Interaction
Client end user workstations.
2.3.2. Customer assumed responsibility for
installation of licensed workstations,
patches and Hotfixes. State will create a
desktop image which will include the
interaction Client. Alliance will provide
current Software Versions and hot fixes for
the desktop image build. State roll out the
desktop image for the new agent
workstations.
3. Administration.
3.1. Handlers.
3.1.1. Handler Management - This Statement of Work
includes those basic handlers included in
the GA release of the NVCM software as
provided by Perimeter Technology.
3.1.2. Custom Handler Development (See Section 4).
3.2. Trunk Setup and Management.
3.2.1. Trunk installation - Installation/configur-
ation of up to Eleven (11) or ISDN
trunks. Includes time needed to troubleshoot
ISDN protocol issues, if applicable.
3.3. User/Workgroup Setup.
3.3.1. User Setup.
3.3.2. User Security and access rights.
3.3.3. Workgroup setup - [6] ACD Workgroups
configured with live ACD Queues.
3.3.4. User Extension and Station setup.
3.3.5. DID/DNIS setup for 210 Local Stations and
Users (inbound call routing for users and
queues.
3.4. Dial plan setup (if applicable).
3.5. Fax setup - as designed by Customer.
3.6. Report logs.
3.7. PMQ Setup - Installation with Customers existing SQL
Server.
4. Development.
This SOW provides for up to three [3] days of custom handler
development and testing or work as defined in areas 4.1 - 4.7. These
are common areas where minor customizations are typically requested to
the base install.
4.1. Base system modification.
4.2. In-band switch integration.
4.3. Data source connectivity.
4.4. Voicemail integration.
4.5. ACD Customizations and Exceptions
4.6. After hours options.
4.7. IVR - Attendant Only.
5. Call Flow.
5.1. Call Flow will be implemented as illustrated on page 17.
6. Training.
6.1. Administrator Training.
6.1.1. ON-SITE - One-half (1/2) day training for
system administrator covering topics:
o Basic hardware and software system
overview and operations
requirements.
o How to monitor system performance.
o Perform moves, adds and changes.
("MAC").
6.1.2. OFF-SITE - Interactive Intelligence
Administrator Package Curriculum
o IC 2.x Basic Administration
e-learning (1 user)
o Interaction Attendant 2.x
e-learning (1 user)
o IC 2.x System Administration
instructor led (1 participant) -
Does not include travel and
expenses related to attendance at
Interactive Intelligence World
Headquarters, Indianapolis, IN.
o Interaction Client 2.x Computer
Based Training CD
6.2. End User/Agent Training.
6.2.1. One-half (1/2) day of "train the trainer"
training for up to 5 supervisors.
6.2.2. Soft copy of training materials in PDF
format.
6.3. Advanced.
6.3.1. Recorder - Base Recorder with up to 3
recording rules.
6.3.2. Enhanced Features -
6.3.2.1. Fax to TIFF format Custom Handler.
Changes incoming Fax format from .I3F to
universal TIFF format allowing faxes to be
viewed by non-NVCM client users.
6.3.2.2. Abandoned Call Monitor.
Monitors incoming call Queues for abandoned
calls. Collects call information and prompts
first available agent to return the call.
7. System Testing/Cutover.
7.1. Test Document for System Testing.
7.2. Interactive Log Retrieval Assistance installed, configured and
tested.
7.3. Alliance Recovery Manager Image Updated within 5 days of cut,
if applicable.
7.4. System Functionality verification (To be developed by
Perimeter Technology and Customer).
7.5. Cutover.
Deliverables: Test Plan, Test Plan Acceptance, and Test Acceptance.
Approvals: Perimeter Technology and Customer will develop and
agree on an appropriate test plan for the system.
Customer will be asked to accept the test plan and
then upon execution of said test plan, accept the
test.
8. Perimeter Technology Support Transition.
8.1. Review Best Practices Recommendations.
8.2. Review Change Control Recommendations.
8.3. Provide Customer with support documents in Project Binder.
8.4. Conduct conference call with Customer and Perimeter Technology
Technical Support management to transition support to
Perimeter Technology support group.
Deliverables: End/User Training Materials, Accepted Test Plan, Best
Practice Recommendations, Change Control
Recommendations, Project Acceptance Document and Project
Binder.
Approvals: Customer provides final approval for: Accepted Test
Plan, Best Practice, Change Control, and Project
Acceptance.
III. Assumptions and Dependencies.
Perimeter Technology has used the following assumptions and dependencies
in preparing this Statement of Work: These assumptions are inextricably
related to the estimate Perimeter Technology has made for these services.
1. Three week advance notice for on-site work.
2. Perimeter Technology will communicate with the appointed Project
Lead for Customer on this project. He/she will be responsible for
all communications among all parties and for the escalation and
resolutions to any issues for the Customer.
3. The participation and commitment of the Customer project team during
the project will be key to its success. This participation and
involvement will include assigned tasks to team members as outlined
in the Project Plan and in the roles defined in this document.
4. At any time during the project, changes in the scope, assumptions,
deliverables, or work plan will follow Perimeter Technology's
standard change control procedures as outlined in Change Control
section of this Statement of Work. Customer must approve all change
requests in order for Perimeter Technology to proceed with
performing the work required by the requested change(s).
5. Customer's Personnel will be available to test the hardware for full
functionality and configuration.
6. Customer will provide the necessary infrastructure to implement and
utilize the system.
7. Resources are available for the requested installation date given by
Customer.
8. Perimeter Technology will require after-hours access and weekend
access to the project sites. Administration-level system access to
specific servers will also be required.
9. Personnel designated for the NVCM Administrator training are
available for training per the Project Plan schedule. Customer
personnel will be available for the requested installation date and
time to test.
10. All equipment is available upon order date and Customer Resources
have been allocated. Tabulation of all user data has been completed
on worksheet.
11. Perimeter Technology will have access to all necessary equipment
during the agreed upon date and time of installation.
12. Customer will review and approve by signature the Pre-installation
Checklist. A sample copy is provided in section X. It should be
provided to the Perimeter Technology Project Lead 10 days prior to
arrival on-site.
13. Customer ensures the proper training facility is provided and ready
before the onsite training visit.
14. Novel GroupWise is a certified UM integration with the Interactive
Intelligence product. There are inherent limitations within the
GroupWise application which may cause the integration to function
unsatisfactorily under certain circumstances. Please consult
Perimeter Technology for a description of the GroupWise integration.
Perimeter Technology will install NVCM with Novel GroupWise version
6.5 SP1 as described in this SOW. Perimeter Technology will install
the integration per as specified by Interactive Intelligence, but is
not responsible for performance of relative to that integration.
15. Voice message and unified messaging will be available to licensed
users with local accounts on the NVCM Server. Playback through the
use of Groupwise or standard phone set will be the default
configuration. Perimeter Technology is not responsible for providing
voice mail outside of email routing in Groupwise using attached wave
file format.
16. Software will perform as described by product documentation.
Enhancements and upgrades from the manufacturer of the software may
become available in the future, and are not included in this
statement of work.
17. Provide NVCM Client software and all appropriate and pertinent
configuration information to allow for ghosting method for
installing for agent workstations
IV. Customer Responsibilities.
It is the Customer's responsibility to inform Perimeter Technology of any
changes in hardware prior to Perimeter Technology 's arrival. Any changes
to the hardware order must be done no less than two (2) weeks prior to its
ship date.
It is the Customer's responsibility to review the attached
"Pre-Installation Checklist." and to confirm that the site is ready for
arrival of the hardware and Perimeter Technology implementation team.
Items not in place by the agreed upon date of the installation, may hinder
the ability of Perimeter Technology to adhere to the schedule that has
been set and possibly delay the installation.
Customer will also recognize Perimeter Technology Project Manager as the
main point of contact for this installation. All issues or concerns must
be communicated to Project Manager or must be copied to him/her. All
issues will be directly communicated to Project Manager who will address
all issues and then forward to the appropriate person for resolution.
The following assumptions and dependencies are in relation to the
responsibilities of the Customer prior to and during the installation of
the hardware:
1. The persistent availability of a TCP/IP network.
2. Microsoft Windows 2000 Active Directory or NT Domain structure.
3. Persistent availability of a GroupWise messaging server.
4. Availability of a Microsoft SQL server to serve as a call-data
repository.
5. Circuits connecting the NVCM to the PSTN will conform to NVCM
provisioning standards.
6. Custom voice recordings/prompts not included with the base software.
7. Customer workstations and phones meet minimum Perimeter Technology
equipment requirements and recommendations.
8. A dedicated, grounded electrical circuit is available in server
room. If not available, Customer agrees to keep equipment on
Perimeter Technology approved Uninterruptible Power Supply ("UPS").
9. Customer has provided a ventilated server room that will maintain a
temperature of 70(Degree) F or less.
10. Customer will provide unencumbered access to workstations for
installation of client software, if applicable)
11. Customer will have analog line in server area for modem use, if
applicable.
12. Customer network is virus free. Alliance servers are sent on site
virus free. They are not patched for virus holes or have any virus
detection software loaded on them. It is the Customer's
responsibility to install any OS virus patches and scan the server
for viruses per your schedule and method. It is not recommended by
Perimeter Technology that the NVCM server hosts a virus scanning
software but can be a client of such.
13. Customer will provide a safe and secure work environment.
V. Out of Scope Assumptions
The following items are considered Out Of Scope in the implementation of
system:
1. Cable and Connect stations/channel banks to "house" wiring. "House"
frame must be in place and near NVCM server installation location.
It is the customer's responsibility to guarantee the house wiring
has been tested and is fully certified to function
2. Perimeter Technology will not be responsible for delays in the
delivery of any phase of the project that are outside of their
control and or the responsibility of any Telco Provider including
the provisioning requirements for either Voice or Data T1's.
3. Perimeter Technology will not be responsible for any delays incurred
by external providers, wiring and or network configurations.
4. Perimeter Technology will not be responsible for any unrelated
customer IT project rollouts that are scheduled in conjunction with
the NVCM implementation. These projects may have detrimental impact
to the project timeline and may possibly cause significant delays in
scheduled cutover dates. Any delays due to these endeavors may
result in Customer engaging with Perimeter Technology for additional
services.
5. Integration with any third party Customer Relationship Management
("CRM") system unless noted within this Statement of Work.
6. Custom Reporting.
7. Addition of any hardware outside of this Statement of Work.
8. Delays because of unavailability of items defined within the
Statement of Work.
9. General network troubleshooting and optimization is considered to be
the Customer responsibility.
10. Desktop set-up, connectivity and optimization are considered to be
the Customer responsibility.
11. On-going maintenance and adhering to Perimeter Technology best
practices, is the Customer responsibility unless otherwise
contracted.
12. Changes to Customer's other legacy systems are not included with
this Statement of Work.
VI. Change Order
Any additional work that is requested by Customer from Perimeter
Technology that is not outlined in this Statement of Work will be
considered either Out of Scope or a Change Order. Any changes must be
submitted in writing on the attached "Change Order Form" and may be
subject to fees outside of this project's contract. Perimeter Technology
will estimate the time and cost needed to implement change and the impact
it may have on execution of this Statement of Work. Perimeter Technology
will perform the requested work once the "Change Order" has been completed
and signed by the Customer's agent. Any change in price due to a Change
Order will be immediately due or refunded upon execution of that Change
Order.
VII. Acceptance
Upon completion of the above stated work, Perimeter Technology will
provide a demonstration of the system's features and functionality for the
Customer to verify the system has been properly installed and integrated.
After the successful completion of this demonstration, the Customer will
sign a completed acceptance form. An example of the Project Acceptance
Form is provided. Signing of the Project Acceptance Form by Perimeter
Technology and the Customer, or use of the System in a production
environment for 30 days shall be considered acceptance of the Project.
Acceptance of the Project shall indicate that Perimeter Technology has
fulfilled all obligations in relation to this Statement of Work.
Additionally, a second phase of acceptance will include that each of 3
remote sites function properly. Perimeter Technology will be contractually
obligated to ensure each site functions properly as defined
VIII. Pricing [OMITTED FOR CONFIDENTIALITY]
Hardware $
Services $
Software List Price $
Software Discount ($)
Hardware Platinum Support $.00
Total Project Price $.00
Year 2 Software Support $.00
================================================================================
Billing and payment will be based on the applicable contracts in effect, or as
follows:
- --------------------------------------------------------------------------------
100% Of entire project cost, per state contract, based upon acceptance of
product and receipt of invoice $1.00
- --------------------------------------------------------------------------------
IX. Statement of Work Acceptance
This is not the contract for services between Perimeter Technology and
Customer, but the Statement of Work only. Once Customer has read this
document and agrees with the work described and other contents herein, he
may authorize the work by signing this Statement of Work.
Perimeter Technology CUSTOMER:
State of Tennessee - Dept. of Human Services
/S/ Michael Dobbins /s/ Virginia T. Lodge
- ------------------------------------------------------- ------------------------------------------------------
Authorized Signature-Michael Dobbins Authorized Signature-Virginia T. Lodge
- ------------------------------------------------------- ------------------------------------------------------
Printed Name- Michael Dobbins Printed Name-Virginia T. Lodge
- ------------------------------------------------------- ------------------------------------------------------
Title-President Title-Commissioner
- ------------------------------------------------------- ------------------------------------------------------
Date - 6-16-04 Date-6-16-04