- Ad-hoc analysis to gain comprehensive understanding of team’s performance
- Visualize to uncover call patterns such as peak hours and days to make staffing decisions
- Define, create and monitor Key Performance Indicators suitable for your business
- Download data and visualizations to socialize and keep your leadership up to date
| Phone | AI Notes Transcription Closed Captions |
| SMS | AI SMS Writer |
| Messaging | AI Translator AI Writer AI Chat Summaries |
| Video | Transcription Closed Captions Meeting Highlights |
Chat Archive, Surveillance, DLP, Legal-hold
|
Chat Archive Only
|
SMS Archive, Surveillance, DLP, Legal-hold
|
SMS Archive Only
|
Audio Archive, Surveillance, DLP, Legal-hold
|
Audio Archive Only
|
Video Archive, Surveillance, DLP, Legal-hold
|
Video Archive Only
|
| NAME | PURPOSE OF PROCESSING | LOCATION OF PROCESSING | TRANSFER MECHANISM |
|---|---|---|---|
Eckoh
|
Credit Card Payment Provider
|
United Kingdom
|
Standard Contractual Clauses
|
1. SERVICE OVERVIEW
The Secure Payment Software is an add-on service to RingEX Services and provides additional protection for Cardholder Payment Data entered on a keypad during calls placed by or to the RingEX Agents interact with Callers via a Web Panel, which includes pertinent information, such as Agent ID, transaction reference, transaction amount and description and MID indicator. Additional features include the ability to employ stored tokens (provided Customer’s PSP allows use of tokens) to identify repeat Callers, and a custom Web Panel logo.
If implemented, the Secure Payment Software detects and either blocks or obscures Cardholder Payment Data as it is entered, prior to call center agents receiving the audio. Key tones triggered by a cardholder entering their payment information are detected and modified to prevent an agent from identifying which keys have been pressed. Up-to-date information regarding the Secure Payment Software is available at: https://www.eckoh.com/secure-payment-services/telephone-payments.
The Secure Payment Software includes the following features:
1. Obscuring dual tone multi-frequency (“DTMF”);
2. Integration to Customer’s payment gateway;
3. Callguard Speech Capture (which describes the feature enabling a Caller to provide Cardholder Payment Data securely via speech (rather than inputting via a keypad));
4. Integration to Customer’s payment gateway to validate:
(i) card scheme;
(ii) card number LUHN; and
(iii) BIN (including the new 8 digit BIN ranges).
Customer and Authorised Service Recipients shall obtain all necessary consents for the capture of DTMF or other audio necessary for the provision of the Secure Payment Software.
2. CALL ROUTING
Inbound and outbound calls may be configured by Customer to route through a secure platform provided by the Vendor to process the Cardholder Payment Data outside of the RingCentral platform. Any configuration of the inbound and outbound call routing through the secure platform shall be set forth in the applicable Statement of Work.
3. CUSTOMER OBLIGATIONS
3.1 Customer shall not take any of the following actions with respect to the Secure Payment Software: (a) reverse engineer, decompile, disassemble, re-engineer or otherwise create, attempt to create, or permit, allow or assist others to create, the source code or the structural framework for part or all of the Secure Payment Software or otherwise disrupt the features, functionality, integrity, or performance of the Secure Payment Software (including any mechanism used to restrict or control the functionality of the Secure Payment Software); (b) cause or permit any use, display, loan, publication, transfer of possession, sublicensing or other dissemination of the Secure Payment Software, in whole or in part, including as a service bureau, to or by any third party without RingCentral’s prior written consent; (c) cause or permit any change to be made to the Secure Payment Software without RingCentral’s prior written consent; (d) bypass or breach any security device or protection used for or contained in the Secure Payment Software; or (e) use the Secure Payment Software for purposes of benchmarking or conducting competitive analysis of the Secure Payment Software or developing, using or providing competing software products or services. Customer shall promptly notify RingCentral if it becomes aware of or reasonably suspects any security breach, including any loss, theft, or unauthorized disclosure or use of the Secure Payment Software.
3.2 Customer shall not: (a) use the Secure Payment Software to store or transmit any content that may be infringing, defamatory, threatening, harmful, or otherwise tortious or unlawful, including any content that may violate Intellectual Property Rights, privacy, rights of publicity, or other laws, or send spam or other unsolicited messages in violation of applicable law; (b) upload to, or transmit from, the Secure Payment Software any data, file, software or link that contains or redirects to a virus, trojan horse, worm, or other harmful component; (c) attempt to gain unauthorized access to the Secure Payment Software, or related software or networks, or to defeat, avoid, bypass, remove, deactivate, or otherwise circumvent any software protection or monitoring mechanisms of the Secure Payment Software; or (d) use, or otherwise access in connection with Customer’s use, the Secure Payment Software in any manner that is not in accordance with applicable Law.
3.3 The Customer shall ensure that any equipment used in connection with the provision of the Secure Payment Software complies with any legal or regulatory requirements and is approved for such use by RingCentral or meets the specifications as notified by RingCentral from time to time.
3.4 The Customer shall provide such assistance as is necessary in connection with the provision of the Secure Payment Software.
4. ADDITIONAL TERMS AND LIMITATIONS
4.1 Pricing and Charges. Prices for the Secure Payment Software subscriptions are set forth in the applicable Order Form. Additional charges may be incurred by the Customer for the activation or utilization of additional features or services, for which Customer shall be solely liable.
4.2 Proportional call distribution, whereby calls are distributed across multiple Customer destination numbers, is not supported.
4.3 The Secure Payment Software is not supported for use with automated diallers, including power, predictive, or progressive diallers, in connection with RingEX Services. The Secure Payment Software may be supported for use with automated diallers in connection with RingCentral Contact Center Services for an additional cost, and subject to the availability and compatibility requirements of the automated dialler.
4.4 Customer is solely responsible for enabling the tokenization with their PSP and configuring the Web Panel to provide all payment processing parameters and information required by the PSP. Customer is also responsible for the deletion or updating of all tokenized Cardholder Payment Data stored with the Secure Payment Software vendor.
4.5 The Web Panel is provided to the Customer as a URL; Customer is solely responsible for activating the Web Panel into the payment process and causing the call centre agent to access the Web Panel.
4.6 The transmission of payment processing parameters to PSPs using HTTPS is subject to the availability and compatibility requirements of the respective PSP and its APIs. Customers must identify any payment processing parameters that are required to be sent to a PSP using HTTPS. Validation of payment processing parameters that are made via dynamic look-up requests to a client web service or to a database are not supported.
4.7 Payment Reconciliation. Transaction records can be either exported as a file or sent to the Customer at the end of each call. Where transactions are exported as a file, Customer will be responsible for providing the SSH keys and IP addresses necessary to transmit the files via the Secure Payment Software vendor’s sFTP server, as well as deleting any export files residing at the sFTP server. Where transaction records are sent at the end of each call, the transaction record will be sent in a supported encoded format; it shall be Customer’s responsibility to reformat the transaction record for any other purpose.
4.8 Customer Care. RingCentral will provide second-tier remote support as set forth in the Agreement. Any support cases that require escalation to the Vendor shall be subject to the Vendor’s response times set forth in Appendix A and excluded from any response time commitments for second tier support made by RingCentral.
4.9 Service Availability. Appendix B – Secure Card Payment Software Service Availability includes the service availability levels RingCentral commits to deliver for the Secure Card Payment Software.
5. DEFINITIONS
Terms used herein but not otherwise defined have the meanings ascribed to them in the Agreement. For purposes of this Service Attachment, the following terms have the meanings set forth below:
“Caller” means the end user that is providing Cardholder Payment Data to a call centre agent.
“Cardholder Payment Data” means the payment card details, including card number, expiry date, and security code.
“PCI-DSS” means Payment Card Industry Data Security Standards.
"PSP” means payment service provider.
“Vendor” means Eckoh UK Limited.
"Web Panel” means the user interface that is used by the call centre agent to join the Software to a phone call with a Caller, and capture and send Cardholder Payment Data and payment processing parameters to a PSP.
- Name of person reporting fault
- Your company name
- Your contact phone number and email address
- Service or application affected
- Access number
- Description of the fault
| Error Severity | Target Fix Time | Activity | Resolution Method |
|---|---|---|---|
| Serious (24/7 Support) | 4 hours | continuous effort | patch/work around |
| Service Affecting | 8 Business Hours | continuous during Business Hours | patch/work around |
| Minor | 3 months | as required | as needed |
“Minor” faults affect less than 1% of calls utilizing the Secure Payment Software or affect more calls utilizing the Secure Payment Software but do not cause the absence of any significant function of the service – that is, affected calls can still progress to obtain the relevant information in the normal way.
| Service | Service Level (KPI) | Performance Measured |
|---|---|---|
| CallGuard Hosted | 99.95% | As defined above |
| Eckoh PCI DSS Platform | 99.99% | As defined above |
| Eckoh Voice Platform | 99.99% | As defined above |
- Conversation transcription and AI-generated summary analysis
- AI-generated call performance scoring and summary reports
- Coaching reports and customizable scorecards
- Custom libraries for managing playbook and best practices
This Service Attachment is a part of the Master Services Agreement (the “Agreement”) that includes the terms and conditions agreed by the Parties under which RingCentral will provide services to the Customer.
1. Service Overview. The Textel Message-to-SMS Services is an add-on service to the RingCentral RingEX, Contact Center, and RingCX Services. The Textel Message-to-SMS Services enable Customers to use the RingCentral one-to-one and team chat functionality to send and receive SMS/MMS messages to downstream end users.
2. Additional Terms and Limitations.
a. Billing. Prices for licenses to use the Textel Message-to-SMS Service are set forth in the applicable Order Form. Additional charges may be incurred by the Customer for the activation or utilization of additional features or services, for which Customer shall be solely liable.
b. Prohibited Use: The Services are not designed, intended, authorized or warranted to be suitable for use in the following “Unauthorized Applications”: life support applications, devices or systems; the operation of nuclear facilities; aircraft navigation systems; aircraft communication systems; air traffic control; direct life support machines; weapons systems; military or space equipment requiring radiation hardened components; and Enhanced 911 or the E911 emergency calling system. You warrant that you will not use the Services for Unauthorized Applications.
c. Trademarks: The Textel and Capacity names, stylized names, logos, graphics and all product and service names associated with the Services are trademarks of Textel and Capacity, and Customer is granted no right or license to use them. Customer covenants, on behalf of itself and its successors and assigns, not to assert against any rights, or any claims of any rights, in any Company Technology.
d. Vendor Portal. RingCentral is not responsible for any portal that Vendor makes available to Customer for accessing or using the Textel Message-to-SMS Service apart from the RingCentral platform, or any content displayed therein, including opt-in/opt-out requests. Notwithstanding anything to the contrary in the Agreement, RingCentral shall not be responsible for any acts or omissions of Vendor in connection with the use, operation or function of the Textel Message-to-SMS Service and the maintenance of the list of Stop Keywords, or the management and use of opt-out and opt-in requests from recipients.
e. Acceptable Use Policy. Customer must use the Textel Message-to-SMS Service in accordance with the RingCentral AUP. Any message sent in violation of the AUP may be blocked by Vendor. Customer is solely responsible for obtaining all necessary consents from recipients before using the Textel Message-to-SMS Service to send SMS/MMS messages to a recipient.
f. The Textel Message-to-SMS Service will be granted the following permissions:
| Permission | Description |
|---|---|
| Read Accounts | View user account information, e.g. name, business name, and contact info |
| Team Messaging | Post messages, as well as view, edit and delete Team Messaging related data |
| Webhook Subscriptions | Manage and subscribe to webhook notifications |
3. Definitions. For the purposes of this Service Attachment, the following terms have the meanings set forth below. Any definition provided in this attachment expressly supersedes any conflicting definition in the Agreement. Any terms used herein but not otherwise defined have the meanings ascribed to them in the Agreement.
“Stop Keywords” means the list of words supported by the Vendor to block or unblock message delivery from a specific phone number. Stop Keywords, which include, but are not limited to “stop,” “unstop,” “end”, “unsubscribe”, “quit” “block,” and “unblock,” are maintained at the discretion of the Vendor and subject to change.
“Textel Message-to-SMS Services” means the services described in Section 1.
“Vendor” means Textel LLC.
| Real-Time Guidance | Real-Time Coaching | Real-Time Quality Assurance | Balto Cloud (Analytics and Reporting) |
|---|---|---|---|
|
|
|
|
These RingCentral Product Specific Terms (“RingCentral Events Terms” or “Events Terms”), including the Order(s) and any applicable terms incorporated by referenced herein, are a binding agreement between RingCentral and Customer governing the use of RingCentral Events products and services (“RingCentral Service” or “Service”), including virtual, hybrid, and onsite features.
By (1) entering into an Order that references these RingCentral Events Terms or (2) using the Events Services, you agree to these Events Terms with RingCentral.
DEFINITIONS
“Additions” means additional features or functionality, such as additional Admin Seats and premium support, that you elect to purchase or enable, but that are not included in your Subscription Plan.
“Additions Fees” means the fees payable for any applicable Additions.
“Admin(s)” means your employees and personnel, and any other person, who you authorize to access and use your account, including, but not limited to, your Event moderators and Event managers.
“Admin Seat” means a licensed seat required for each Admin to access the Platform under your Subscription Plan, and where such license seats may have different levels of access and features.
“Attendee” means an individual or organization attending or viewing one of Your Events and includes admins, attendees, viewers, guests, speakers, and event sponsors.
"Event” means an event, stream, meeting or webinar hosted on or facilitated by the Platform and may be further defined in the applicable RingCentral Service Attachment.
“Event Content” means the materials and content that You or others transmit through or store on the Platform, including but not limited to materials to be displayed during Events, Contributions, audio-visual content, speakers, interactive content, and any other materials or content that You or others make available or submit to the Platform in connection with Your Events and recording thereof, but excluding any IP Rights and property owned by RingCentral or its licensees.
“Platform” means the cloud-based platform and includes its associated software, services, products, hardware, devices, information, networks, components, APIs, SDKs, and Documentation.
“Third Party Products” means third-party products, applications, services, software, networks, systems, directories, websites, databases and information, which the Service links to, or which You connect to or enable integration with, in connection with Your use of the Service.
1. PRODUCT OVERVIEW
RingCentral Events is a comprehensive event solution that can be used with or without the other RingCentral products to organize, administer, and host Your virtual, hybrid, or onsite events. RingCentral Events includes the platform, features and tiers further described and accessible at RingCentral Events and its associated software, services, products, information, networks, components, APIs, and documentation, including the corresponding mobile, desktop or other application(s) without limitation.
2. SCOPE
2.1 Third Party Products. Third Party Products are governed solely by the terms and privacy policies of such Third Party Products. RingCentral is not responsible or liable for, and makes no representations or warranties as to, any aspect of such Third Party Products. By enabling Third Party Products, You are expressly permitting RingCentral to disclose Your Event Content and applicable account data as necessary to facilitate the use or enablement of such Third Party Products. Integration with any Third Party Product is provided as a courtesy and based on the then-current Third Party Product’s service and integration method (e.g., API, iFrame, SDK). RingCentral shall use reasonable efforts to continue such integration but makes no promises or guarantee that such integration shall remain throughout the Term.
2.2 Downgrades. You can downgrade your Event Services or reduce your Additions during the current Term in your account, but such downgrades will not become effective until the end of your current Term, and you will not receive a refund or credit for such downgrade or reduction of features. You must remove any excess Admins before the Renewal Term begins. Alternatively, your Account will be downgraded from a paid subscription plan to a free trial if you choose not to renew your paid subscription or your payment method on a paid subscription fails and is not cured within 7 days. Downgrading may cause loss of Event content 30 days after your Event end date, or access to features and functionality of the Service available to you. RingCentral disclaims all liabilities for such loss and will provide you with reasonable prior notice of any downgrade.
2.3 Free Trial of RingCentral Events and Betas. RingCentral may offer optional access to the Services or features on a free trial, beta or early access basis (“Trials and Betas”). Use of Trials and Betas is permitted through a designation from Sales or by signing up on the Events plans and pricing page: https://www.ringcentral.com/office/plansandpricing#events. Use of Trials and Betas is only for Customer’s internal evaluation either during the period designated on a Sales Order (30 days if not designated) or until Customer purchases a paid plan. Either Party may terminate Customer’s use of Trials and Betas at any time for any reason. Trials and Betas may be inoperable, incomplete or include features never released. Notwithstanding anything else in these Events Terms, RingCentral offers no warranty, indemnity, service level agreement or support for Trials and Betas and its liability for Trials and Betas will not exceed US$50. RingCentral may, at its sole discretion, discontinue the Trials and Betas at any time. We will provide You with reasonable prior notice of any discontinuation.
2.4 API License. If RingCentral elects to give you access to a RingCentral API, RingCentral grants you a worldwide, non-exclusive, royalty-free, non-transferable, non-sublicensable, revocable and limited license to use and make calls to the RingCentral API solely in connection with developing and implementing integrations with approved third-party services, and solely in the manner described in the API documentation and subject to the restrictions in these terms. The RingCentral API is provided as a courtesy and may be modified or suspended at RingCentral’s discretion, in which case RingCentral will use reasonable efforts to give you prior notice.
3. OPTIONAL ONSITE FEATURES
3.1 Overview. RingCentral offers certain enhanced features for managing in-person attendees at hybrid or in-person Events. Use of such features may require purchase of an eligible RingCentral Events services.
3.2 Lead Retrieval. If your subscription includes the lead retrieval feature and you have unused lead retrieval credits, you can allocate lead retrieval credits to individual exhibitor booths. Each lead retrieval credit allows for use of the lead retrieval feature by one exhibitor booth for one Event of your choice. RingCentral grants Customer a non-exclusive, non-transferable, non-sublicensable, revocable right to provide access to the lead retrieval feature to individual exhibitor booth users. RingCentral is not responsible for any data exchanged between Your attendees and exhibitor booth users who use the lead retrieval feature. Unused lead retrieval credits at the end of the Initial Term or each Renewal Term will expire and will not roll over into the subsequent Renewal Term. If You renew the Event Services the number of available lead retrieval credits included in your Event Services will reset upon the Renewal Term.
3.3 Optional In-Person Add-On Purchases. Your Services may allow the purchase of Technicians, Hardware, and Consumables for your hybrid or in-person Events, in which case the In-Person Add-On Service Attachment will apply. If You do not purchase In-Person Add-Ons, these terms will not apply.
4. OWNERSHIP AND EXPORTATION OF CUSTOMER CONTENT
Export of Customer Content. For 30 calendar days after the effective date of termination or expiration of the Services, Your Event Content will be available to you for export or download. After the 30 days, RingCentral has no obligation to maintain or provide the Event Customer Content, and may delete your Customer Content unless prohibited by Law. Notwithstanding the foregoing and subject always to Section 6, RingCentral will delete our Customer Content promptly upon your written request, unless prohibited by Law.
5. USE OF THE SERVICES
5.1 Your Responsibility for Admins and Content. You and your Admins must comply with the RingCentral Acceptable Use Policy. Provided, however, that the provisions relating solely to the use of RingCentral RingEX in Section B of the Acceptable Use Policy and the cancellation period set forth in the last paragraph of the Acceptable Use Policy shall not apply to the RingCentral Events Services. RingCentral has the right to remove any content if, in RingCentral’s reasonable opinion, that content does not comply with the RingCentral Acceptable Use Policy or exposes you, RingCentral, or RingCentral’s users to potential liability or risk. We shall not be liable for damages or losses in connection with such content removal.
5.2 Your Responsibility for Attendees at Your Events. You are responsible for all aspects of dealing with your Attendees, such as your Event-specific rules, securing consent or agreement from speakers, securing marketing consents from Attendees, collecting payment from Attendees, ticket pricing and refunds, any promotions, contests or sweepstakes, merchandise sales and donation handling, and personnel matters.
5.3 Cooperation. You shall timely cooperate with RingCentral to provision the Services, including, but not limited to, giving RingCentral accurate information, access, and materials as reasonably necessary to provide you the Services. You acknowledge that your delay or failure to do so may result in your inability to use all or a part of the Services, in which case RingCentral will not be liable.
5.4 Marketing Consent Responsibility. While RingCentral may provide features or functionality to facilitate your marketing activities or collection of marketing consents, you are solely responsible for ensuring you comply with Law and for seeking and securing any and all marketing and communication consents from Attendees in connection with your Event and use of the Services. RingCentral does not provide advice on how to comply with Laws for our marketing activities.
6. FEES AND PAYMENTS
6.1 Overages. If you exceed the allotted number of Attendees per Event, you will need to upgrade your Ringcentral Events Services tier to purchase additional Attendees per Event. RingCentral will, depending on the payment method applicable to your subscription plan, either charge you or invoice you for any additional Attendee tier you used above the Subscription limitation (including Taxes) over your prepaid allotment (“Overage Fees”). Where invoiced, Overage Fees are due within 14 days of invoice date.
6.2 Attendee Overages. To avoid interruptions to your Events, if for one or more Events you exceed the allotted number of Attendees by more than 10%, RingCentral may automatically upgrade your subscription plan for the duration of the current Term to ensure that your Services tier has a sufficient number of Attendees for your future Events. RingCentral will, depending on the payment method applicable to Services, either charge you or invoice you for the Services upgrade (including Taxes) (“Upgrade Fees”). Where invoiced, Upgrade Fees are due within 14 days of invoice date.
6.3 Paid Tickets (if applicable). The following additional fees may also apply to your use of RingCentral Events if You sell paid tickets or other services and goods using the payment service on RingCentral Events. If you desire to sell tickets to an Event via RingCentral Events, Your account holder must enable the third party payment service provider (“Payment Provider”) made available by self-serve on RingCentral Events. Two types of fees will apply:
Payment Platform Transaction Fee. The Payment Provider will assess a transaction fee to your sales in accordance with your agreement with the Payment Provider. You acknowledge that you will have a direct contractual relationship with that Payment Provider and that all payment matters must be addressed with the Payment Provider directly.
Ticket Commissions. RingCenral will assess a “Ticket Commission” based on a percentage of your ticket sales and any other goods and services you sell, or donation you solicit, using the Payment Provider. The Payment Provider will either deduct RingCentral’s Ticket Commission from your payment and remit that amount to RingCentral, or you will remit the Ticket Commission directly to RingCentral in a timely manner. The Ticket Commission is separate from the Subscription Fee.
6.4 Taxes on Event Related Sales. You are solely responsible for determining which, if any, sales, use, amusement, value-added, consumption, excise and other taxes, duties, levies and charges (collectively, "Sales Taxes") apply to sales you make using the Services, including but not limited to your sale of Event tickets. You agree that it is your sole responsibility to, and that you will, collect and remit the correct amounts of all such Sales Taxes to the applicable governmental authorities. RingCentral cannot give you legal or tax advice, so please consult your tax advisor about Sales Taxes. If a governmental authority requires RingCentral to pay any Sales Taxes attributable to sales you make using the Services, you agree to promptly and fully reimburse RingCentral for such Sales Taxes upon demand and all costs, penalties, interest and expenses related thereto.
Chat Archive Only
SMS Archive, Surveillance, DLP, Legal-hold
SMS Archive Only
Audio Archive, Surveillance, DLP, Legal-hold
Audio Archive Only
Video Archive, Surveillance, DLP, Legal-hold
Video Archive Only
Call Detail Records
- Automated Pause and Resume
- Inbound Call Steering
- Self Service Bill Pay
- Self Service Scheduling
- Billing Reminders
- Appointment Reminders
- Cognigy 1k, 5k, 10k, 25k, 50k, or 100k Conversations (service bundle of committed conversations* on Cognigy SaaS)
- xApps 1k, 5k, 10k, 25k, 50k, or 100k (PCI Compliance xApp add-on)
- Cognigy Voice Gateway Bundle (Bundle of 5 concurrent voice gateway sessions on Cognigy SaaS*)
- Role based access
- AI-powered transcription and summary
- Playback and time stamped annotations
- Automated call scoring
- Custom scorecards/evaluations
- Call insights
| Real-Time Guidance | Real-Time Coaching | Real-Time Quality Assurance | Balto Cloud (Analytics and Reporting) |
|---|---|---|---|
|
|
|
|
Audio Archive Only
- Automated Pause and Resume
- Inbound Call Steering
- Self Service Bill Pay
- Self Service Scheduling
- Billing Reminders
- Appointment Reminders
- Quality Management (QM)
- Workforce Management (WFM)
- Analytics
| Calabrio for RingCX Quality Management with Screen Recording | Call Recording (Voice) Screen Recording Evaluations Reporting |
| Calabrio for RingCX Quality Management (no Screen Recording) | Call Recording (Voice) Evaluations Reporting |
| Calabrio for RingCX Screen Recording | Screen recording add-on for Call Recording offering. |
| Calabrio for RingCX Call recording | Call Recording (Voice) Reporting |
| Calabrio for RingCX Workforce Management | Forecasting Scheduling Adherence |
| Calabrio for RingCX Stand Alone Screen Recording | Calabrio will ingest the calls from RingCX and customer will need to have executable on the desktop |
| Calabrio for RingCX Desktop Analytics | Agent desktop activity monitoring and tracking. |
| Calabrio for RingCX Analytics Bundle - Standard | Speech-to-Text Transcription Transcription Search Speech Text Desktop Analytics
Does not include: Interaction Summary Trending Topics |
| Calabrio for RingCX Analytics Bundle - No desktop analytics | Speech-to-Text Transcription Transcription Search Speech Text
Does not include: Desktop Analytics Interaction Summary Trending Topics |
| Calabrio for RingCX Insights Author | Custom reports and dashboards author/creator for data analysis. |
| Calabrio for RingCX Insights Reader | Custom reports and dashboard user/consumer for data analysis. |
| Calabrio for RingCX Live Screen Monitoring | Add-on for Call Recording and WFM offerings to allow live monitoring of agent screens. |
| Calabrio for RingCX Analytics Lite (Transcription, Transcription Search, Interaction Summary) | Speech-to-Text transcription Transcription Search Interaction Summarization |
| Calabrio for RingCX Interaction Summary with Analytics standard Bundle license | Interaction Summarization add-on to the Standard Analytics offering. |
- 1. SIP Paging Adapters – RingCentral will procure, provision, and ship the 8301 IP Paging Adapter & Scheduler to the sites listed in Appendix B of the relevant SOW. RingCentral will build a paging extension for each device listed in Appendix B of the relevant SOW. Overhead paging is based on third party hardware on the client's existing system.
- 2. Returns – _We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact your sales representative with details of the product and the defect. Upon receipt of your claim, a Return Merchandise Authorization (RMA) will be processed with the manufacturer for warranty replacement. RingCentral will facilitate the replacement of the device; however, you may be required to return the defective equipment to the manufacturer under their specified process. Failure to return defective merchandise may result in additional charges.
- 3. Hardware and Equipment Terms – _All hardware and equipment purchased under this SOW shall be provided to the Customer by either RingCentral or a third-party vendor in RingCentral’s sole discretion. Hardware will be invoiced upon delivery to the customer’s site. The terms and conditions that govern any equipment, including but not limited to, purchases, warranties, returns, exchanges and claims can be found at: http://www.ringcentral.com/legal/ringcentral-hardware-terms-conditions.html. In the case of any conflict between the terms contained in this link and the terms in the relevant SOW, the terms in the relevant SOW shall predominate and take precedence in interpretation.
- Title and Risk of Loss to all Products will pass to Customer when the Products are transferred to a carrier at RingCentral´s designated shipping location. It’s the customer responsibility to provide RingCentral with a secure shipping location to hold the products until the date of installation.
- If the installation location differs from the shipping address, the customer may request RingCentral attempt to facilitate delivery from the shipping address to the installation location through a third-party resource at an additional cost via a change order form. If a resource can be obtained and if the customer chooses to use this resource, the customer continues to maintain Title and Risk of Loss to all products throughout the transportation process.
- 4. Warranty
- Algo products are warranted to be free from defects in workmanship and materials for a period of 12 months from the date of purchase, not to exceed 18 months from the date of manufacture.
- In the event your Algo product should develop a problem, please contact Algo Technical Support:
- Algo Technical Support
- Tel 1-604-454-3792
- [email protected]
- Monday to Friday 7:30AM to 3:30PM Pacific Time
- Algo Technical Support will issue a Ticket where shipping to Algo is at customer expense. In-warranty product requiring repair will be remedied by replacement or repair at Algo’s sole discretion. Such product will be returned at no charge to customers located in the USA or Canada, shipping at Algo expense.
- For any out-of-warranty product requiring repair, please contact Algo Technical Support to determine if a repair is possible. If so, a Ticket will be issued for the return of the goods. Shipping to/from Algo is at customer expense. Non-warranty repair charges will apply accordingly and are subject to a minimum charge of $75 applicable to all returns not covered under warranty, including no fault found and bench test.
- 1. 3rd Party Solution Deployment Elements
- A. RingCentral will remotely configure the following gateways:
- i. MP1288-288s/AC
- ii. Five (5) MP124
- B. Services include:
- i. Planning & design, information gathering, remote configuration plus cutover support per gatewayP
- ii. Configuration changes related to call routing, IP address, additional SIP trunk, etc.
- iii. Logistics
- C. Customer Responsibilities
- i. Provide Environmental Requirements for Gateways to include but not limited to rack space, power, network, and cabling
- ii. Provide Station Port Mapping Information
- iii. Provide remote access to Analog Gateways
- iv. Rack, Stack, and Perform preliminary Gateway configuration to support the provided analog devices
- v. Cutover existing analog wiring to Analog Gateway
- D. Analog Gateway (MRC)
- i. AudioCodes Customer Technical Support (ACTS 24x7) for the above-mentioned gateways for 36 months
- ii. Advance Hardware Replacement (AHR) for the above-mentioned gateways for 36 months
- 2. Audiocodes Gateway Support
- A. AudioCodes Customer Technical Support (ACTS)
- AudioCodes is committed to providing customers and partners with the most comprehensive and qualified Customer Support
- The intent of this document is to set forth the terms and conditions that shall be enforced for the sales of AudioCodes Technical Support packages acquired by customer. This shall not be considered to have changed any of the terms and conditions of purchase that have been previously agreed between the parties.
- Services described in this document are delivered for the term of the RingEX agreement documented in the Initial Order Form (IOF) and the agreement is renewable at the end of the original term
- To receive technical support as provided by AudioCodes Global Services and described in the AudioCodes Technical Support section below, you must: (i) provide the serial number and/or other identifying entitlement information (such as contract number) and (ii) have complied with the related payment terms for the ordered support.
- These Technical Support Policies are subject to change at AudioCodes discretion; however, AudioCodes policy changes will not result in a material reduction in the level of the services provided during the support period (defined below) for which fees for technical support have been paid.
- B. 24x7 Maintenance Support
- AudioCodes Customer Technical Support (ACTS) provides one point of contact for all your support needs. ACTS includes:
- Access to Global Help Desk and expert support engineers who provide Level 2-4 support. Available 24x7 (24 hours a day, 7 days a week) for problems of Urgent Priority Level and Monday-Friday, 8:00 AM – 5:00 PM (Customer’s site local time, Holidays excluded), for all priority levels’ problems.
| Region | Contact |
|---|---|
| North America | 1 800 735 4588 |
| EMEA | +800 444 22 444 |
| CALA | In Argentina call +800 444 22 444 (toll-free). In Brazil call 08008914200 (toll-free). Customers in other countries are welcome to call internationally to our USA support center at +1-732-652-1085. Note: In some countries '+' is dialed as '00' as this is an international number |
| APAC | In Singapore call 6493 6690. In Australia call 02 8072 9389. In India call 0008009721008 Customers in other countries are welcome to call internationally to our support center at +972 3 9764343. Note: In some countries '+' is dialed as '00' as this is an international number. |
- 24x7 online access for ticket creation, status updates and notification. https://www.audiocodes.com/services-support/maintenance-and-support
- Availability of all software updates and patches (software patches, maintenance releases, and major version releases).
- Proactive support – AudioCodes will receive alarm from Remote Monitoring Service and notify Customer
- Remote Technical Support for deployed products, including:
- Client management
- Handle and resolve remotely, product-related problems (excluding installation, implementation, MACDs, and de-commissioning if necessary). Configuration and provisioning-related activities are covered under the Change and Configuration Management (“CCM”) service.
- Handle and remotely resolve problems related to VPN status
- Restoration of service (where impacted) due to product malfunction, including workaround solutions
- Ongoing collection of logs/traces from each AudioCodes device to enable prompt incident management
- Perform analysis of logs, traces and processor dumps
- Provide status updates to Customer until problem is closed
- Engineering Support
- Develop, test and release of S/W and firmware corrections
- C. Support Priority Definitions
- Remote Technical Support for deployed products, including:
| Priority Level | Impact |
|---|---|
| Urgent |
|
| High |
|
| Medium |
|
| Low |
|
- Response and Resolution Times (for AudioCodes products*)
- Response time is determined by the nature of the reported problem taking into account its priority level.
| Priority Level | Targeted Response Time | Targeted Resolution |
|---|---|---|
| Urgent | ≤2 hours |
Restoration of service or change to High Priority status no later than 24 hours; Software patch ASAP and within 14 days |
| High | ≤4 hours | Software patch within 30 days |
| Medium | ≤ 2 Business Days | In a Major Version Release or Maintenance Release –within 180 days |
| Low | ≤ 2 Business Days | In a Major Version Release or Maintenance Release –within 180 days |
- *Target times apply AudioCodes products
- Notes:
- The above given Response Times are measured from the time that a ticket is opened in AudioCodes’ ticketing system (Services Portal).
- The above given Response Time and Restoration Time are applied at Customer’s site Business Hours on Business Days in case of incidents, which are not service-impacting and absolute time periods for service-impacting incidents (e.g., Urgent Priority Level problems). Note that, outside of Business Hours, Urgent issues identified by Customer must be notified also via a call to the Helpdesk hotline, in addition to being reported via AudioCodes’ ticketing system (Services Portal).
- Restoring service (e.g., software, network configurations) to last previously known good version, release, or configuration prior to incident being reported or experienced, shall be deemed an acceptable methodology for purposes of restoring service to pre-incident levels. Once the service is restored with its core functionality, AudioCodes may reclassify the priority of the ticket with Customer consent. AudioCodes shall take measures accordingly to the then new applicable Response, Restoration and Resolution Times.
- The above Restoration/Resolution Times assume that the progress in restoring service is not impeded on the Customer’s side, e.g., AudioCodes needs to have remote connectivity and sufficient user privileges to log in to the device and refer to data and software solutions.
- D. Advance Hardware Replacement (Only applies if Customer has purchased AHR)
- AHR is a hardware spares service that allows a replacement unit to be sent in case of a faulty device before the defective hardware is returned to AudioCodes. Once an RMA ticket has been created and approved, the following activities are performed:
- Shipment of the Field Replacement Unit (FRU) to the Customer site, the time of which is dependent on the time of the request
- For countries and regions that support in-country AHR (see list below), the FRU will typically arrive either the next business day (NBD) or on the following business day (2BD).
- For countries that do not support in-country AHR, arrival times are dependent on importation and clearance issues. Receiving party is responsible for Customs clearance and payment as AudioCodes ships Incoterms 2020/DAP.
- Customer is responsible for replacement and return of defective hardware. If the Customer terminates their Audiocodes services before the end of the thirty-six (36) month term, Customer shall either purchase the hardware outright, at the then-prevailing list price, or shall, within thirty (30) days of the termination, shall return the hardware the RingCentral.
- List of Countries with In-country AHR: Australia/New Zealand, Brazil, China, EU, India, Israel, Japan, USA/Canada
- AHR is applicable to Customer hosted cases where AudioCodes Hardware is shipped to Customer’s site(s).
- E. Managed Services (Only applies if Customer has purchased Managed Services)
- The AudioCodes Monitoring Service offers peace of mind with the around-the-clock monitoring by the AudioCodes Network Operating Center (NOC). The AudioCodes Monitoring Service will be in effect for the term of the RingEX agreement documented in the Initial Order Form (IOF) and the agreement is renewable at the end of the original term, whose goal is to ensure the availability and performance of devices by performing the following tasks:
- Reliable 7x24x365 fault monitoring on deployed SBC/VoIP Gateway devices from AudioCodes Identification and notification of faults by phone and/or email (depending on alarm priority) within agreed SLA
- Escalation to/from customer (by phone and/or email) in the AudioCodes on-line ticketing system per alarm priority and within agreed SLA
- Service based on monitoring alarms and events via secure traffic to AudioCodes-managed cloud
- Alarm Types
- Trunk alarms (D-Channel, LOF, AIS, etc.)
- Communication alarms (SIP Proxy, Proxy set, NTP server, LDAP server, SAS Emergency mode, etc.)
- SBC/VoIP Gateway alarms (Fan-tray, Power Supply, Board Fatal Error, Temperature, Hardware failure, Ethernet link, Ethernet Group, WAN link, Board reset, Cold start, Software reset, etc.)
- SBC/VoIP Gateway Processing Error alarms (Call resources, Controller failure, Board overload, Active alarm table overflow, Operational state change, etc.)
- Environmental alarms (Media processing overload, TLS certificate expiry, etc.)
- Quality of Service alarms (HA System fault, HA System switchover, etc.)
- IP-PBX SIP interface availability
- Upon purchase of a Remote Monitoring Service, AudioCodes will engage with customer to develop a Customer Information Document (CID), which outlines specific alarms to be reported, alarm severity levels, run books, notification times, reporting, escalation paths, etc. This CID will be used to manage the daily operations and interaction between the organizations.
- F. Change and Configuration Management
- Configuration and Change Management Services are available to support system administration work of AudioCodes products. These events are intended to be low complexity, “logical” CCM’s that can be performed remotely by AudioCodes personnel. All of the following is defined as a per device change and includes:
- Basic IP address change
- Basic routing change
- Carrier transport interface change- single carrier
- Manipulation of failover path to new carrier
- Basic dial plan changes
- DID/Toll Free additions/changes to existing numbering groups
- All of the following is defined as a per device change and includes
- User extension moves, additions, changes, and deletions (MACD)
- This service provides remote implementation of changes and configuration management. These activities may be performed outside of normal working hours and are to be scheduled and agreed in advance and purchased in blocks of hours on an annuity basis. If additional hours are needed within the year, they can be purchased separately. All types of CCM’s should be requested by opening a ticket in AudioCodes ticketing system (Services Portal); the typical standard SLA for a CCM request is 1 week.
- G. Backup and Restore
- To ensure the availability of the managed service, AudioCodes will perform regular backups of AudioCodes products. When AudioCodes applies a configuration change, a new backup will be performed. AudioCodes will use the backup to restore service to a known working configuration if an incident occurs or if the device is replaced.
- H. Basic Reporting
- This service provides a quarterly standard basic report containing incident (based on support tickets) statistics and KPIs.
This RingCentral Service Attachment for RingCentral Advanced SupportTM Services (the “Advanced Support Service Attachment”) is subject to the RingCentral Professional Services Agreement Attachment, appended to the Master Services Agreement.
Term: The term of this Advanced Support Service Attachment shall run conterminously with the Term that is set forth in the RingCentral Order Form between the parties hereto. RingCentral shall perform the Services set forth in the Professional Services Agreement and this accompanying Advanced Support Service Attachment starting on the Start Date specified in the Order Form executed between the Parties and continuing until the termination of this Advanced Support Service Attachment, the underlying Professional Services Agreement or any underlying Master Services Agreement.
1. General Terms
RingCentral Advanced SupportTM is a 24x7 global service. Technical Account Manager (TAM) support is provided during normal business hours specific to the region and subject to local holidays defined in Section 2. TAM hours may be extended beyond normal business hours with the regional TAM option. If Customer wishes for Services to be performed outside of these hours, RingCentral shall consider such requests in good faith and may charge Customer additional fees for such Services in its reasonable discretion.
2. “Holidays,” During regional holidays, premium support services will be available. Extended services under this Advanced Support Service Attachment (TAM Services and Simple Move, Add, Change, and Delete (MACD)) shall be performed on the next available business day.
3. Designated Technical Account Manager (TAM)
3.1. Timing and Assignment of TAM. Promptly after the Advanced Support Start Date, RingCentral shall designate the number of TAM’s defined in the Order Form. The customer will provide RingCentral with the contact details in writing of the Designated Customer Contacts. Customer shall assign at least one (1) and up to ten (10) individuals who will act as a Dedicated Customer Contact to RingCentral and shall provide RingCentral with those individuals’ contact details in writing.
3.2. TAM Discovery. The TAM will perform the following tasks when it begins performing the Services:
a. Understand Customer’s network architecture to the extent relevant to the RingEX Services.
b. Understand the Customer’s device and endpoints to the extent relevant to RingCentral services.
c. Understand and discuss the Customer’s account and any outstanding issues, as well as the preferred method of contact for ongoing dialogue
d. Understand the technical training needs the Customer’s Help Desk may need to support RingCentral services and develop associated training plans and timelines.
3.3. Case Monitoring and Overall Support
a. The TAM will monitor historical Support Cases on an on-going basis to determine patterns, issues, and opportunities with Customer’s RingCentral services.
b. The TAM will review these observations and opportunities with Customer and will work with Customer on any needed remediation plans.
c. The TAM will work closely with the Dedicated Customer Contacts to understand any relevant changes to the Customer’s environment that RingCentral Advanced Support needs to track and document
d. The RingCentral TAM will participate in quarterly QBRs scheduled by Customer’s RingCentral Customer Success Manager (as requested by the Customer). The TAM will jointly work with Customer in advance of each QBR to align on reasonable data, activities and information that will be presented and discussed.
e. RingCentral will provide Customer with an executive escalation path that includes senior leadership personnel in the event the TAM or RingCentral is not reasonably responsive to a support case or issue, or is unable to solve such issue.
- RingCentral may update the contacts in the executive escalation path in its reasonable discretion and will provide Customer with reasonable prior written notice of such changes.
- For clarity, Dedicated Customer Contact(s) shall be the only individual(s) who can engage with or use the above-defined escalation path.
3.4. Account True-Ups
The TAM will monitor and provide recurring reporting on a quarterly, bi-annual or annual basis regarding changes in quantity of RingEX and Contact Center licenses on the Customer’s account, and adjustments to Advanced Support Licenses being made to support those licenses (Account True-Ups). Customer acknowledges that Advanced Support license quantities align with the quantity of RingEX and Contact Center licenses on their account and agree to participate in Account True-Up meetings if requested. Any changes made from an Account True-Up will be reflected in the next scheduled invoice.
3.5. SLOs (Service Level Objectives)
Advanced Support SLOs serve as RingCentral’s commitment to responding to cases within certain time frames, depending on the severity of the case that may take precedence. This allows our highly skilled resources to measure the goals we need to hit, spell out the problems in plain language to customers, and take more strategic initiatives to ensure that the service level objective is met.
| Severity Level | Service Failure Description | Updates | First Response Time |
|---|---|---|---|
Severity 1 - Critical |
|
Every thirty (30) minutes, as requested, until service is restored |
15 Minutes |
Severity 2 - Urgent |
|
Every ninety (90) minutes, as requested, until service is restored |
2 Hours |
Severity 3 - High |
|
Every business day as requested until service is restored |
4 Hours |
Severity 4 - Medium |
|
Initial update/response provided upon the case being opened |
8 Hours |
4. Customer Responsibilities
4.1. Customer Support Cases and Escalation Management
a. Dedicated Customer Contacts will open a case by calling the above referenced contact numbers or by opening a web case through RingCentral’s support website at https://support.ringcentral.com/
b. In all cases, Dedicated Customer Contacts will provide reasonable detail when opening any Support Case to enable RingCentral to understand the nature and extent of Customer’s issue with RingCentral Services. Customer will reasonably cooperate with RingCentral as needed
c. Customer will understand that at times, effective troubleshooting and root-cause identification may require Customer to work jointly with RingCentral Support.
d. Customer agrees to reasonably assist with their technical resources in these situations.
4.2. Submit Simple MACD Requests to RingCentral TASC:
a. Customer will provide all requests to RingCentral in writing, including details on the services required, and requested date for the change to go live
b. Customer will submit requests in a timely manner with sufficient lead time to complete the expected work in a reasonable timeframe
c. Customer understands that requests submitted without sufficient detail will require additional meetings and follow-up to clarify requests for accuracy in the delivery of expected results.
Available TASC services are as follows:
- Post-go-live tuning on call flows and IVR scripting
- Move, Add, Change, and Delete (MACD): Basic administration, configuration, and deletion changes related to RingCentral Contact Center
- Skills
- Teams
- Campaigns
- Points of Contact (POC)
- Hours of Operations
- Report changes and scheduling:
- Custom report creation is on a case-by-case basis.
- Custom report creation requires additional scoping for the level of effort assignment.
- Call Flow Changes:
- Management of existing call flows
- Creation of new basic call flows (new routing for new skills, simple queueing)
- Adjustment of existing channel integration(s):
- Existing email, chat, or SMS channel scripting
- Business Unit Changes:
- Security profile(s)
- Station profile(s)
- User profile(s)
- Disposition and unavailable code(s)
- Basic script changes for Contact Center:
- Assignment of POC to scripts/skills
- Changes to routing by Customer need
- Changes to voice prompts
- Changes to existing ASR menus
- Updating simple existing personal connection dialer campaigns
- Changes or additions to existing API integrations to customer’s CRM or Database
- Post-go-live tuning on call flows and IVR scripting
- Simple Moves, Adds, and Changes- Move, Add, Change, and Delete (MACD): Basic administration, configuration, and deletion changes related to RCX:
- Campaigns
- List Fields / Leads
- Hours of Operation
- Queue
- IVR - might need to go to PS based on complexity
- Report Changes and Scheduling
- Dispositions and Agent States
- Agent Settings
- Reply Assistant Entries
- Simple Channels
- Identity Tags, Custom Fields, Security, and Settings
- Call Flow Changes
- Simple MACD of Existing IVR/ Queue Flows
- Creation of New Simple IVR/ Queue Flows
- Simple Scripting Changes
- Routing updates / IVR Studio
- Voice prompt updates (Note: Recording voice prompts is not covered)
- Routing Changes
- Simple Routing Changes
- Management of Existing Routing Channels
- Creation of New Simple Routing Channels -
- Specific Channels: Text, Messaging, Chat, Facebook, Instagram
- Other Changes
- Existing Sources Configuration
- Existing Automated Exports
- Existing Survey
- Existing Extensions
- Move, Add, Change, and Delete (MACD): Basic administration, configuration, and deletion changes related to RingCentral RingEX users in the RingCentral Portal:
- Telephony users
- Basic agent administration
- Re-provisioning of firmware on devices
- Porting Consultation
- New CRM or database integrations
- New routing configurations (i.e. Data directed routing, Agent directed routing)
- New ASR set-up and configuration
- New Personal Connection Dialer configuration
- Personal Connection Dialer campaigns
- Proactive XS integration
- New channel configuration (Email, Chat, SMS, social media)
- WFO configuration/changes
- Workforce Management
- Quality Management
- Screen Recording
- Analytics
- Interaction Analytics
- New survey configuration
- Out-of-hours changes and go-live support
- Recording new announcements
- Onsite services/visits
- Services on future Feature Requests
5. Definitions. Unless otherwise defined in the Master Service Agreement or this Service Attachment for RingCentral Advanced SupportTM, the following terms shall be defined in accordance with the below definitions.
a. “Dedicated Customer Contact(s)” means specific Customer employee(s) that are identified, documented in RingCentral’s system and approved to contact RingCentral’s direct enterprise team.
b. “Direct Advanced Support Access” RingCentral Advanced Support Team can be reached in North America by calling 800-591-4068.
c. “Designated Technical Account Manager” (TAM) is the remote RingCentral named resource assigned to customer’s account. North America TAM availability is generally 6:00 am MST to 6:00pm MST Monday through Friday.
d. “Advanced Support Entitlements” are the service attributes, by tier that are included with this support model, as highlighted in Appendices A and B.
e. Technical Account System Configuration (TASC) provides monthly consulting from RingCentral Technical Account System Configuration Experts at the thresholds defined in Appendices A and B.
Appendix A
Advanced Support Entitlements – RingEX
Advanced Support user quantity (DLs) for UCaaS includes Digital Line Unlimited Advanced Licenses, DigitalLine Basic Licenses, and Global Office License
| Entitlements | Express | Enhanced | Elite |
|---|---|---|---|
Priority Routing to Tier 2 |
Included |
Included |
Included |
Technical Account Manager (TAM) |
Up to 4 hrs/Month |
Up to 8 hrs/Month |
Up to 12 hrs/Month |
Incident Management |
Included |
Included |
Included |
SLO (Service Level Objectives) |
Included |
Included |
Included |
Release Management |
- |
Included |
Included |
Technical Reviews |
Included |
Included |
Included |
New/Transfer |
Included |
Included |
Included |
Quarterly |
- |
|
Included |
Annual |
- |
Included |
Included |
Simple MACD Requests (TASC Cases) |
Up to 2 hrs Monthly |
Up to 4 hrs Monthly |
Up to 8 hrs Monthly |
Service Reviews |
1/Month |
Up to 2/Month |
Up to 4/Month |
Executive Business Reviews |
- |
Annually |
Quarterly |
Additional TAM |
Add On Purchase |
Add On Purchase |
Add On Purchase |
Appendix B
Advanced Support Entitlements – RingCentral Contact Center/RingCX
Advanced Support user quantity (Agents) for CCaaS refers to the quantity of Contact Center Licenses
| Entitlements | Express | Enhanced | Elite |
|---|---|---|---|
Priority Routing to Tier 2 |
Included |
Included |
Included |
Technical Account Manager (TAM) |
Up to 6 hrs/Month |
Up to 12 hrs/Month |
Up to 20 hrs/Month |
Incident Management |
Included |
Included |
Included |
SLO (Service Level Objectives) |
Included |
Included |
Included |
Release Management |
- |
Included |
Included |
Technical Reviews |
Included |
Included |
Included |
New/Transfer |
Included |
Included |
Included |
Quarterly |
- |
- |
Included |
Annual |
- |
Included |
Included |
Simple MACD Requests (Cases) |
Up to 2 hrs Monthly |
Up to 6 hrs Monthly |
Up to 12 hrs Monthly |
Service Reviews |
1/Month |
Up to 2/Month |
Up to 4/Month |
Executive Business Reviews |
- |
Annually |
Quarterly |
Additional TAM |
Add On Purchase |
Add On Purchase |
Add On Purchase |
- Member/Customer Authentication
- Screen Pop
- Self-Service
- Data Directed Routing
- Automated Announcement
- Real-time dashboards
- Agent/queue reporting
- Messaging and video reporting
- QoS metrics
- Call recording playback
- Emergency notification
- Shadow All-In-One (A1):This software as a service (SaaS) allows call monitoring and reporting to increase productivity and manage communication facilities. Additional licensing will be required if the customer is utilizing more than one RingCentral account/system or their service is equipped with more than 5000 endpoints. Customers may choose from the following additional add-on services: Shadow A1 Additional User Packs, Shadow A1 Additional Add-on Modules, and Shadow Agent Base License.
- Shadow A1 Call Recording Playback Integration: This integration allows for additional GB of call recording storage and provides playback of recordings via the Shadow A1 user interface. Call recordings will automatically be removed from the system once the storage limit has been reached. Additional storage can be purchased in increments of 100 GB. Customer-hosted call server must be configured by Customer to perform and store call recordings within the hosted-VOIP environment.
- Shadow A1 Agent Bundle: Each license allows a single user to utilize the Shadow Agent add-on module to change their status (including changing it to a customer specified custom status) and/or add call disposition/completion codes upon call termination. Additionally, users with manager privileges can change a user's/agent's status and/or login / logout agents from their assigned RingCentral queues.
- Guidance to ensure you have an appropriate number of licenses based on your requirements
- A project manager to manage deployment
- Virtual instructor-led training for end users
- End-user tech support
- [email protected]
- North America - 905-576-4575
- US - 718-701-0945.
- Multi-call management
- User visibility
- Call controls—transfers, parking, and tracking
- One-click call switching
- Call queue visibility
- Automatic notifications to end users on parked calls
- Predictive call transfer
- Voice-activated smart search
- Call volume and action reports
- Review and recommendation of Bridge Operator Console licenses for your modern workplace requirements
- Installation, activation, and configuration
- Dedicated support
- Alerts: The agent/ the user is alerted on inbound/ outbound calls or any missed voicemail notifications
- Emergency: Notify management for awareness of the situation and the necessary first-line responders in case E911 calls are made
- RingOut Notification: Allows to make a RingOut call to the on-call person or to notify management of the chosen trigger ie, phone number, extension, or voicemail
RingCentral Managed ServicesTM
Service Attachment
These terms apply to Managed Services for RingCentral RingEX and Contact Center. These terms supersede our legacy Managed Services terms here: https://www.ringcentral.com/legal/managed-services-attachment.html
This RingCentral Service Attachment for Managed Services (the “Managed Services Attachment”) is subject to the RingCentral Professional Services Agreement Attachment appended to the Master Services Agreement.
1. General Terms
a) Service Overview. Managed Services provides Customers with the Managed Service Entitlements including 24x7x365 support, a Service Delivery Manager, and case/ticket management delivered by RingCentral. Services may be delivered by RingCentral or a third party partner (“Managed Service Partners”) to work with the Customer in its day-to-day management of the Services.RingCentral reserves the right to substitute the delivery of the Managed Services with a third party partner performing the Managed Services upon thirty (30) day notice to Customer.
b) Term. Customers must purchase the Managed Services for a Minimum Term. The term of this Managed Services Attachment shall remain in effect for the Minimum Term. The term of any existing Services shall be extended by the Minimum Term such that they will be coterminous with the Managed Services.
c) Pricing and Payment. Prices for the Managed Services are set forth in the Order Form. The Managed Services are made available in several packages set forth herein, and priced according to the number of Digital Lines, Limited Extensions, and/or agents on the Account.
d) Tier 1 Support for Managed Services. Tier 1 Case Management will be provided to Customers as part of the Tier 1 Service Desk, where Customer support cases will be evaluated for resolution, escalation, and closure. The Service Desk will be responsible for overall management and resolution of incidents, MACD requests, escalation to Tier 2 and 3 as required, and third party vendors where applicable. Tier 1 Case Management will escalate to additional RingCentral resources as necessary and close cases upon completion.
e) Designated Service Delivery Manager. RingCentral shall provide a Designated Service Delivery Manager to perform a Technical Account Manager’s function. The RingCentral Service Delivery Manager 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:
i) Interval reporting on Managed Services KPIs, Service Level Objectives and other metrics associated with delivering the Managed Services,
ii) Service Review report with a summary of Incident Management, Service Desk Performance, and Simple and Complex MACD Reports,
iii) Six-month trends summarizing SLOs for each support category,
iv) Escalation ownership and management when necessary,
v) Overall success of the Managed Services delivered and Customer satisfaction.
f) Managed Service Support Level Objectives.
i) The below table sets forth the target response, resolution and communication time frames for the Managed Services (“Service Level Objectives” or “SLOs”):
Severity Level |
Service Failure Descriptions |
Initial Response |
Updates |
|---|---|---|---|
Priority 1 |
Customer experiences a loss of Core Service affecting (a)100% of Digital Lines at one or more Customer Sites or (b) 50 or more Digital Lines in the aggregate across its Sites. A “Core Service” means the inability to use any of the following:
|
30 minutes (Business hour) |
Upon Customer request, every thirty (30) minutes, until resolution |
Priority 2 |
(A) Customer experiences a loss of Core Services affecting between 20 to 49 Digital Lines in the aggregate across its Sites; or (B) Customer experiences a loss of Services (other than Core Services) affecting (a) 100% of Digital Lines at one or more Customer Site(s) or (b) 50 or more Digital Lines in the aggregate across its Sites. |
30 minutes (Business hour) |
Every sixty (60) minutes, as requested, until resolution |
Priority 3 |
(A) Customer experiences a loss of Service not covered under Priority 1 or 2; or (B) Minor functionality impairment to Services. |
4 Hours (Business hour) |
Every business day, if requested by Customer, until service is restored |
Priority 4 |
|
8 Hours (Business hour) |
|
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 Tier 1 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) Simple MACD.
i) Simple MACD requests in support for the RingCentral RingEX Services are located at https://assets.ringcentral.com/us/reference/simple-advanced-macds-details.pdf.
ii) 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.
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.
a) “Break/Fix Requests” means helpdesk support requests to identify the underlying causes for Services not functioning as configured.
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.
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:
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
ii) Escalation ownership and management when necessary
iii) Overall success of the Managed Services delivered and Customer satisfaction
d) “Incident Management (Cases)” means Level 1 support will provide basic troubleshooting and resolution of end user reported issues. When needed, Level 1 will ensure escalation support to Level 2. Managed Services’ dedicated Tier 1 incident management includes:
Answering end-user questions on how to:
Navigate the RingCentral App
Add contacts
Configure notifications
Configuring Caller ID and emergency location.
This service also includes logging and routing cases based on the priority.
e) “Escalation Management” means RingCentral will perform Escalation Management in collaboration with Customer Incident Management team or IT personnel.
i) Level 1 service provides a basic troubleshooting and resolution of user reported issues and engaging Level 2 Engineers when necessary.
ii) Level 2 service provides Tier 2 troubleshooting and resolution of user reported issues. Level 2 service will own engagement & ownership of customer communication during Tier 2 diagnosis and troubleshooting, ensure status updates to all involved parties (Internal & external customer), escalate to Tier 3 support as needed and collaborate on any RCA deliverables with Tier 3 and SDM.
iii) Level 3 service provides elevated technical support to troubleshoot and resolve customer issues.
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.
f) “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 to Tier 2 and 3 as required, and third party vendors where applicable. The RingCentral Global Service Desk is Responsible For:
Incident Management
Request Management (MACD)
Escalation Management
Problem Management
g) “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:
h) “Hardware Replacement” means replacing equipment purchased under the MSA and through RingCentral and still under warranty.
i) “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.
j) “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.
k) “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.
l) “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.
m) “Simple 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.
n) “Tier 1 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.
Tier 1 Incident Management is performed via cases that may be submitted via the case management portal and/ or by calling the Managed Services hotline. Customer’s IT helpdesk is expected to open a case via this process, which once received by RingCentral, is deemed as the Tier 1 level of case or incident management. 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 and Contact Center.
User or Agent Qty |
RingEX - Incident Ticket Assumption Per Month |
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 |
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 |
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 MACD allocations by DL/Agent quantity is listed below for RingEX and Contact Center:
User or Agent Qty |
RingEX MACD Tickets Per Month |
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 |
Appendix A - RingEX and Contact Center
1. Managed Services for RingCentral RingEX and Contact Center
a) Documentation. Customer will be provided with materials that document: (i) procedures for accessing the Tier 1 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. Managed Service Entitlements for RingCentral RingEX and Contact Center. The Managed Service Entitlements are set forth below.
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:
a) Customer’s network infrastructure;
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.
b) Quality of Service (QoS) configuration;
c) Firewall or access control list configuration;
d) Power over Ethernet (“POE”) port activation / configuration;
e) Configuration and software installation on customer PCs;
f) Decommission and disposal of any legacy equipment;
g) Customizations on individual user endpoints, or phone settings;
h) Provide workspace for RingCentral on-site personnel (as scoped);
i) Non-RingCentral equipment including but not limited to:
i. overhead paging;
ii. postage machines;
iii. credit card or Point of Sale (“POS”) Machines;
iv. door buzzer or automatic door controllers;
v. third party SIP phones;
vi. headsets;
vii. analog devices;
viii. third-party applications;
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
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. |
RingCentral Cloud Relay is a service designed to provide connectivity between RingCentral and customer/third-party HTTP(s) applications. These connections are often used to perform data-driven call routing from the IVR (Interactive Voice Response) to customer systems that are not accessible over the Internet.
1. Standard Package:
Entitlements |
Standard |
Static IP |
✔ |
Basic VPN |
✔ |
Certificate (1) |
✔ |
2. Advanced Package:
Entitlements |
Advanced |
Static IP |
✔ |
Basic VPN |
✔ |
Multiple Certificates (up to 4) |
✔ |
- A customer request outside the Standard and Advanced Cloud Relay scope will be considered a custom Cloud Relay, available on a separate SOW estimated by the Cloud Relay pre-sales (ASA) team.
- The Advanced offering of Cloud Relay includes multiple certificates limited to 4; certificate requirements beyond 4 are available via a custom Cloud Relay.