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DocuSign Envelope ID:44C1A459-80C4-498D-AD84-284C754240A5 <br /> SV9500 VIOP Upgrades <br /> • SV9500 System version upgrades <br /> • PAD card programming <br /> • SBC deployment, programming and testing <br /> • SIP trunk configuration <br /> • Coordination with SIP provider <br /> • Testing and cutover support for SIP <br /> • LCR routing design work&support <br /> o Customer will be responsible for LCR programming changes <br /> Application Upgrades <br /> • Planning and server specs support <br /> • Software implementation and upgrade support <br /> • Testing of all applications <br /> • Programming and testing for all client applications for the 15t user/queue <br /> o Customer will be responsible for end-user design, discovery and database programming beyond <br /> the 1st test user. <br /> 4. Assumptions & Responsibilities <br /> 4.1. Assumptions <br /> This SOW was developed and priced with the following assumptions, dependencies and responsibilities.Any <br /> changes shall require a Change Request. <br /> • Pricing assumes non-union personnel shall be used for this service, unless otherwise noted in the price <br /> offering section. <br /> • Site Turn Away: <br /> o If Supplier resources are refused access and turned away for any reason not within Supplier control <br /> including, but not limited to, a site closure or site restrictions/policies due to COVID-19 ("Site Turn <br /> Away"), the event shall be billable at the agreed upon hourly rates for all Supplier resources impacted <br /> by the event.Any non-recoverable costs incurred by Supplier will be considered recoverable and <br /> billable by Supplier. <br /> • Site Delay: <br /> o If any Supplier resource or resources are onsite at a Customer Site and any of the resources are <br /> unable to perform their assigned tasks for any reason not within Supplier control including, but not <br /> limited to, site closure or site restrictions/policies due to COVID-19, the delayed time shall be billable <br /> at the agreed upon hourly rates for all Supplier resources impacted by the delay. <br /> • All work areas are assumed to be free of any hazardous materials or environments.Work in any hazardous <br /> environment shall be performed by others. <br /> • All activities and services will be both normal business hours and after hours see below: <br /> o Normal Business Hours (NBH) is defined as Monday through Friday 8am to 5pm site local time. <br /> o Overtime hours is defined as Monday through Thursday, after 5pm and until Next Business Day 8am. <br /> o Weekend is defined as Friday 5pm through Monday 8am. <br /> 2 855-324-9909 I BLACKBOX.COM ���, <br />